Business ProfileforGeneral Security Systems

General Security bought the security company I had used for 12 years. I paid for a year of their service for $378. In September, I accidentally set off the alarm, so I phoned them to tell them it was a false alarm. They told me they had no record of my account. That was on a weekend. On the next weekday I phoned them, and they still had no record of my account. I subsequently had another company's security system installed. A month later, I asked for them to return my yearly fee, as they obviously had not provided any service to my home. A very competent woman found my account after all. She said she'd put in my request for a refund. They said they'd only return the amount from when my new security system was installed. That makes no sense, since they had provided NO service from the time they bought my long standing company. I am very dissatisfied, as they never provided the service for which I paid.

The alarm system at the premise of *********************** was always properly monitored. Her services were not disrupted until she had the system replaced by another alarm company. She is correct that her system was original installed by Total Security and that we acquired the account list of Total Security last year due to the retirement of the owners of Total Security. As I explained to ****, Total Security has always utilized our central monitoring center to monitor her alarms, even prior to the time when we acquired her account. So she was not a new client to our monitoring center and we have always faithfully monitored her account. The incident she is referring to is that when she called our office (not the monitoring center) our customer service representative made a mistake while looking up her account in our accounting database and mistakenly told her that we could not find her account. I can prove the account existed in our accounting system and furthermore I can prove that her account has been set up in our monitoring center for many years. **** disrupted our monitoring services when she contracted with a different alarm company to remove her existing alarm. That said, I have tried to work with **** to give her a pro-rated refund several times, I have emails to prove it. She refused on several occasions to provide us a proper termination notice. We required she terminate her services in writing to protect us from the liability of someone having an alarm event and then claiming they never told us to cancel the alarm service. Therefore we cannot take termination requests verbally over the phone. When I pushed **** to provide a proper cancelation notice along with the date that she switched services she refuse to provide me that date. I told her I can only pro-rate her refund back to the date that she switch to the other alarm company, which is very fair to all parties. She then started becoming dishonest with me regarding the date so that she could obtain a full refund. I am happy to provide a prorated refund of her services, all she needs to do is provide me something that shows the date she switch her services to the new alarm company ( a copy of her first invoice to them, or a copy of the agreement she signed with them). She can redact any information on those documents that is confidential. We invoiced her $378.52 on 8/1/21 which is her annual monitoring services that run from 8/1/21 7/31/22. Once I know the date she switched her alarm services we will pro-rate the refund. I have told her all along I am willing to pro-rate a refund for her. It is a simple request from us, she has been combative and unwilling to provide the necessary information. Once she does we will process the request. Below is an email from **** refusing to provide the proper date. She is incorrectly states we have not monitored , which we have faithfully done since the system was installed over 12 years ago, she just refuses to comprehend that Total Security has always utilized our central monitoring center to provide alarm monitoring to their clients. I would be happy to discuss this with you on the phone, I can be reached at ************ or on my cell at ************. *********************, General Manager You have NEVER monitored my system once it changed to your company. So it doesnt matter when we begin with a new company. We want a refund of the entire annual monitoring fee, since it never was monitored.***********************, ****** ************