ComplaintsforAllied Universal Technology Services
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Complaint Details
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Initial Complaint
09/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Due to flooding/storms/power outage in Grosse Pointe. Alarm system went off.Could not be stopped. I disconnected the system.Called Allied Universal (recently bought Mid-State Security located in Grand Rapids . They asked if emergency and it was not. Asked if a tech visit was free or what the cost was. Previously had interest in video phones and they had local support. Again asked what the cost would be and they did not know but was told local. Service guy came and made repair and received invoice including mileage from Grand Rapids to Grosse Pointe.I was never advised that this was a trip from Grand Rapids and would never have approved. The tech call was $110.00 acceptable but mileage was $420.00. Called to complain - now in Texas. Spoke with Tammy and they are will to cut the mileage in half .. not acceptable. I am on a fixed income and senior citizen. Should not have to pay for any mileage has lead to believe it was local service. Your help appreciated.Business response
12/08/2021
Business Response /* (1000, 5, 2021/09/14) */ Allied/Midstate have not had local service in the Grosse Pointe area. Our office here in Michigan has always been located in Grand Rapids and the trip/travel charge has been fairly the same for some time (slight increases due to travel expense over time). If customers ask for service pricing we provide them the hourly rate and trip charge amount. The consumer assumed that our service was local and did not ask for pricing. He only asked if the service was free (covered under his annual fee) and we informed him that fee was for monitoring of his security system, not service. I offered consumer to split the trip charge (a credit of $210.00) of which he refused several times and informed me he would not be paying any trip charge at all. We have 5 hours of travel (round trip) and we can not credit the travel in full. I thought it was more than fair to split the charge but consumer refused. Consumer Response /* (3000, 12, 2021/09/23) */ Have been ill and not able to respond. Under Dr. care. Do not accept the offer. Did not authorize a trip from Grand Rapids to Grosse Pointe ... was never advised of any mileage charges. Can someone reopen and call me to discuss. XXX-XXX-XXXX ... thanks. Business Response /* (4000, 14, 2021/10/01) */ Customer requested service and we responded to his request. All service requests have a travel charge, including Grand Rapids accounts to cover travel time and vehicle expense. I offered consumer to split the trip charge of which he refused several times and informed me he would not be paying any trip charge at all. We have 5 hours of travel (round trip) and we can not credit the travel in full. Consumer Response /* (4200, 16, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They never advised that this was not a local service call. Would never pay over $400.00 to have someone come from Grand Rapids. They do not communicate with customers - have never received anything to indicate there was not local service. Had been interested in video camera in the past and advised they had local support for this. They did not indicated any costs for travel and no one advised this. Have had service on appliances - basic charge for call and no mileage. Have paid for service call $110.00- should be enough to cover this. They need to provide estimates and be very transparent when dealing with customers .. I would have had someone in the area service the alaram if I had been advised of the cost. I have a been a customer for a very long time and feel they are dishonest by not revealing cost and the mileage that would have been involved. Do not feel that this is a legitimate charge.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.