Complaints

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred to Akron Communications & Security by my home owners insurance co and have been contracted with them since 2016 when I purchased my home. We have never been contacted by the monitoring company about anything ever regarding monitoring services or any issues. There was one time in 2020 my wife tried to set the alarm and had to contact Akron Communications for troubleshooting. They said the device had been and was still disconnected so they were able to see or monitor anything. A tech came out to troubleshoot and then tried to bill us for it. I refused and they dropped the invoice. We assumed it was a short term issue and resolved at that point. Since then, we have had multiple power and internet outages which would have disconnected services temporarily but still never received any calls during any of these. Just yesterday my internet was down for a few hours so I decided to check in with them to see if they were able to tell me if it was up or down. They replied they would get a report the following day and get back with me. The report shows my system has not been connected last month at all. So I asked about the prior month to which they said no. They also informed me that my account would only show up on an individual search and not in the audit report they supposedly receive and audit monthly. They also claim this data only goes back 2 months. They seemed quick to allow a couple month refund and cancellation as I am assuming there is some major liability involved and now that I know my home security monitoring, contracted and paid in full since 2016, has not actually been providing any service at all. This makes me very concerned not only for my families safety but Im sure Im not the only one not being monitored. I am requested a full refund for all contracted service thru 2016 and additional compensation for long term breach of contract. Should a fire or security event have happened, I would have been without emergency services due to neglect.

  Business response

  07/17/2023

  We are very sorry to hear about this complaint. We received a call from Mr ******* about this issue and looked into the account. There was an issue on the equipment not testing due to internet outage or equipment failure. The security system is suppose to send a test signal once a week to show correct communication pathways. If this signal is not received it should show up on our late to test accounts. While this particular account did not we can see where it did has not tested. The customer requested a refund for 2023 which we sent out right away as he was correct that there was something wrong. Our refund to the customer of $288.24 was even larger than our contract states for a maximum payout. contract line 13 clearly states our maximum liability is $250 or 6 month monitoring which ever is less. Additionally both the user manual for the security system page 1 and on the keypad sticker states for customer to test system weekly to ensure proper functionality. If the system is tested weekly as instructed by the user manual and keypad sticker no issues would be able to continue past the 1 week period without being caught. We were indeed quick to offer a refund as we try to keep good relationships with our customers and there was an error that did not allow the system to function properly. We offered Mr ******* a couple days to have a tech come out and check to see what was wrong with the system as we understood his frustrations or the ability to cancel his account since he is displeased.

  Customer response

  07/25/2023

   I am rejecting this response because:
  The business has not addressed the lack of proof of monitoring to prove it ever actaully happened for my residence since 2016. My two inquiries, 2021 and recent, both yeilded the same result: no monitoring. 

  As a security monitoring business, connectivity to what you are monitoring should be priority 1. Telling the client to weekly test as a way to ensure monitoring is nonsense and meant for intermittent testing. You state you recieve monthly reports on connection failures which you admitted/confirmed my account was not even listed. 

  The initial request for 6 month was prior to reviewing with an attorney. No payment has been recieved. 

  This monitoring service was required by my insurance company for compliance. I have been legally out of compliance for years.

  The amount requested is for full reimbursement of the entire service period 2016 thru current, time spent reviewing and confirming lack of connectivity, legal fees to review my compliance with my insurance company, all other related activities regarding this matter. 

  
  

  Business response

  07/28/2023

  Good morning,

  I was able to pull a full report of your account attached. Here we can see all the signals that panel has sent. This does show where the test signals stopped being received on 5-26-22 to current. I do not see where it lost any communication in 21 however.

  we tell our customers they should test there system weekly as this is per the manufacturer of the security system. This is a part of all security system user manuals for testing and maintenance. This is why it is listed in our contract as well as on all of our invoicing. While I agree this may be cumbersome the manufacturers put this in place as electronics and automated services can fail. Doing this test ensures everything is communicating properly and signals are being sent and received. 

   

  The original check was sent out certified on 7-6-23 was suppose to be delivered on 7-8-23. Tracking number states unclaimed after attempts and to return to sender so we should be receiving this back.

   

  Doing the math from 5-26-22 to 7-28-23 is 61 weeks. Currently paying 96.08 a quarter. 96.08x4=384.32 a year. 384.32/52(weeks)=7.39 a week. Total down time of 61weeks x 7.39=$450.84

  Once we receive the check back I would be willing to write a check for $1,000.00 as well as a free service call to put in a generic installer code so your system may be taken over by a company of your choosing. We will have the guys hand deliver this check during the service call. 

  Please let us know your thoughts. Thank you

  Customer response

  07/28/2023

   I am rejecting this response because:
  
  Same repeat scenario. We have only discovered the lack of monitoring and reached out twice. 

  Stop with with the testing weekly being jn the manual. 1. No one does it. 2. Thats weekely and your failure to ensure security services spans months/years. 3. Its your responsibility to provide quality of service let alone any service at all per your purpose in business. 

  See attached work order from 2021 with the same scenario. Who knows how long prior to this work order it hadnt been working. We assumed all good but I always questioned when the power goes out for several hours we dont get a call.

  Im done with the back and forth. 

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