August 13, 2013
Mr. Michael Haislip, President and CEO
2350 Valley View Lane, Suite #100
Dallas, TX. 75234
We are forwarding to your immediate attention our client Mrs. Williams complaint who was Devcon Home Security (now Monitronics) customer since June 14th of 2011 till August 13th of 2013, customer number was 202325676.
Mrs. Williams hired per contract Devcon Security company to provide her with house security service. Since 7/14/2011 Mrs. Williams paid Devcon (now Monitronics) $875 for above service in amounts of $34.99 per month. Last payment was done on 8/11/2013 and this payment covers period from 8/11/2013 till 9/8/2013 in advance.
On August 11th of 2013 Mrs. Williams and her family became the witnesses of the unacceptable house security breakage accident that concluded our client and your customer Mrs. Williams to terminate on 08/13/2013 in ASAP manner your Monitronics House Security company as a service provider. Mrs. Williams placed her call to your company customer care representative at 866-541-8930 on 08/13/2013. Mrs. Williams terminated your Monitronics House Security service by giving termination notice to customer care representative whose name was Sue. The reason of our client and your Monitronics customer Mrs. Williams’s decision to terminate above service is presented below.
Sunday, 8/11/2013, when Mrs. Williams with her family and friends returned back to her house at around 8:45 pm and her house alarm was put on to be secured by your Monitronics company (while she was gone) as she
always does it right before leaving her house, Mrs. Williams within 45 seconds stepped to the Devcon (Monitronics) keypad and after entering her security four digit’s code, alarm electronics system responded to her vocally with unusual she never listened before message “…Disarmed. Previous communication was canceled…” After that Mrs. Williams read on her Monitronics keypad another unusual message she also never read or met on her keypad before “…Alarm history on a front door…”.This alarm message continued to stay on a blue screen of Monitronics keypad steadily.
Mrs. Williams obviously recognized by Monitronics keypad above message that while she was gone it was an attempt from the criminal(s) to break her house front door and to enter Mrs. Williams private property. But Mrs. Williams NEVER was informed by Monitronics per her contract with your company, and never received any calls from monitoring department of your company when house front door was opened by someone while she was gone. This is a main part of the contract with Monitronics for providing Mrs. Williams house security service.
Mrs. Williams immediately called Monitronics monitoring representative and spoke with gentleman who said that his name was Louis. Louis stated that they have “…no indication on our end that something happened…”, and that he doesn’t see any reason to send technician to Mrs. Williams’s house to check up electronic system. Mrs. Williams had a hard time trying to contact your company representatives because all telephones had greetings recorded that your company is “…closed on the week- end and will be reopened on Monday…”
Independent certified house security systems electronics expert called by Mrs. Williams made technical conclusion on 08/13/ 2013 that Monitronics house security electronic system in Mrs. Williams’ house was done wrong since day number one when Devcon (now Monitronics) technician installed it. Technically it was hooked wrongly to the telephone line and that’s why Monitronics monitoring service did not receive a signal from Mrs. Williams house when front door was broken by someone who tried to enter her house illegally on 08/11/2013.
Mrs. Williams terminated contract with Monitronics on 08/13/2013 because of above complained. Mrs. Williams asked our office to help her to receive monetary compensation in amount of $875 total she spend paying Monitronics monthly for not provided to her not existed in reality house security service. Please take your immediate role and stop your company billing extortion attempts for not existing service that has been going now from your company.
Based on above and to avoid us turning our client’s Mrs. Williams complaint to the State of Washington Attorney General, please resolve immediately this matter with Mrs. Williams. Please write your resolution in ASAP manner to our client Mrs. Williams to: 227 Bellevue Way NE # 279, Bellevue, WA. 98004.
Please provide us with your “Read” receipt via replying to this email.
August 13, 2013
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