ComplaintsforFifteen Alarms

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having problems with my system for several months. I have contacted the company several times and I'm always routed to a messaging center and promised a call back that I never recieve. On December 29th 2022 I called the company and was supposed to receive a call back but did not. I called a second time on January 4 **************************************************************************************************************************** show anything else. I was advised a technician would contact me that day. I asked that no payment be taken until my service was fixed because I was interested in canceling if they could not fix my service. As of January 12 ***************************************************************** service. They had taken a payment for services that I do not have do to my system being out. I called the company again on 1/12/23 and was once again sent to a message center who said they only take messages for the company and would have someone call me back. I asked for them to cancel my services and refund me my payment because my service has been out for em extended time. I was told they were unable to do anything and that I would have to wait until the company calls me back.

  Business response

  01/31/2023

  Apparently previous BBB email communication regarding this matter went unseen. As soon as this latest notice was received, we researched the client history, contacted the client, apologized for her frustration, offered to service the system and when that was declined, promptly refunded her money.

  We greatly the service BBB provides for our communities and place the highest priority on attending to avoiding any customer dissatisfaction but in an instance where a client's needs are brought to our attention through our partnership with BBB, we immediately act and do whatever we can to rectify the issue.

  Thank you for your service to all businesses in the Mid-south.

  Kind regards, Adrew

  Customer response

  01/31/2023

   
  Complaint: 18727973
  
  I am rejecting this response because: the response stated I was refunded my money which is inaccurate. I received a call from the company on 1/27/23 and was advised that they were unaware of my multiple attempts to contact them or the messages that were left. The contact person gave several reasons why my services could be out. I asked that the services be cancelled as I no longer wish to use this company. I was advised the service would be cancelled and I would be refunded for the most recent quarterly payment, that was taken January 2023. As of 1/31/23, I have not received any confirmation that my services were cancelled and no refund (pending or processed) is showing in my bank account.     

  
  Sincerely,
  
  *******************************

  Business response

  02/03/2023

  Please see the attached email that was sent to ********************** which addresses both concerns.

  Look forward to receiving confirmation that this matter has been settled.

  Kind regards, 

  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩