ComplaintsforEMC Security

• Initial Complaint

  08/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  EMC was unsuccessful in hooking up my EMC Security system with the Internet for my doors and my doorbell. I have begged them to NOT charge me for a service that I do not use. I have NEVER used the remote service . I only use the service that my HOA pays for . However, on my VISA bill again I have several $14.00 charges that should not be there for a service that I do NOT have nor use. I have made 6 phone calls to EMC to try to rectify this problem but to no avail they continue to now what I consider fraudulently charge my card. I have the charges at hand and readily available for EMC to review however, they are not interested in reviewing the information. Repeat: I have never used their service other than the basic service that my HOA pays for. The back (previous) charges should not be there as EMC was unable to provide the service on my doorbell and doorlocks. I repeatedly asked them not to continue to charge me but they do.

  

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/27) */ On July 9, the customer ordered cell communication as part of her security system which is an additional $7 per month. That system allows the alarm panel to transmit alarm signals to our monitoring center using cellular towners. This system was set up and functioning properly at the time of the activation. Other components mentioned including the doorbell were not compatible with the home doorbell voltage so could not be installed and no charges were applied for those devices. At that time of activation, the customer signed up for auto-draft so was given a free month. The total amount due on her quarterly bill was $14 - which included 2 months of cellular communication ($7 per month with one month free). This amount was auto-drafted on August 16 and is the only draft EMC Security charged her. On August 18 she called and asked that the cellular communication be removed. The next day, our Billing Supervisor authorized a refund at the customer's request of the cost of cellular communication which was $14. This refund was processed this week. As of today, the customer's account is paid in full and she will not be charged for cellular transmission in the future unless she elects to have that service reinstated.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  EMC Security refuses to provide the service I ordered months ago. They have come to our home insisting we need additional wiring. We called an electrician, paid the electrician's fee, to be told we do not need updated electrictrics as the home is 4 years old. Then EMC comes out again and says they can not install . A phone call today that lasted over an hour, that included insults by the "technician" I tried to merely not use the cell communicator, since they could not hook up our additional security pieces (the door locks, and the doorbell) and I was met with the most RUDE and INSULTING young man that I have ever had to speak with doing a business transaction or a business service. His words indicated that I should know whether or not my service is working and that he could not tell on his end. He asked for my Router name and password which I promptly gave him and said they probably weren't correct and had me go to my router to look for the Name and password on the router. ETC .

  

  Business response

  08/24/2021

  Business Response /* (1000, 5, 2021/08/20) */ Mrs. ********, thank your for taking the time to speak with John Reeves, Operations Manager for EMC Security. We apologize that your experience with our telephone technical support was not a great one. The inside service support team is in place as a convenience for our customers to quickly and effectively correct any technical issues or simple training without the need for our customers to wait for a technician to come to their home or business. In this case, however, we should have arranged for a site visit to the home to make the requested changes rather than complete this by phone. We will use this call as a training tool to help our team develop additional soft skills when helping customers as well as to identify when it is appropriate to coordinate a site visit rather than address the customers need by phone. Our Operations Manager has sent you an e-mail with his contact information if you have any additional questions. Thank you. EMC Security Customer Care XXX-XXX-XXXX Consumer Response /* (2000, 7, 2021/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The discussion with management & above explains their proactive approach in helping customers. Many customers near me have had similar experiences. We are all grateful that EMC is taking this seriously and desires to approach customers with user-friendly discussions moving forward.

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