Although I had only one choice to choose for the complaint issue, there are actually several complaints.
1) Service Issue - We have been with Bay Alarm for approximately 1 1/2 years. They had taken over another company which was our original provider. We have a store, The Big Fish Aquatic Outlet, Inc., which has a glass storefront. Twice we have had our front glass shattered. Twice we have had Bay Alarm inspectors come in and comment about how the equipment installed is not sufficient to detect that sort of damage. Twice we were told that someone would come out immediately and have this corrected. And it has NEVER been done. This leads me to complaint #2:
2) Customer Service Complaint: After our first incident where our storefront glass was shattered, we had called to have this sensor situation fixed, and we were told it would, and never has. Approximately 8 months later, when the second incident occurred, we had requested a cancellation of the service, as well as a refund for the months that we had been paying for a service in which we had not had adequite equipment installed. For months, between November and present we have been trying to contact representatives from this company, and for months our calls have been ignored. Since we could not get anybody at the company to take on the responsibility of handling this case, and we could not get anyone at this company to aknowledge a cancellation request, we simply stopped making payments to this company. This brings on a complaint for the third catagory:
3) Collections/Billing complaint: This company is contacting us and stating that we owe them over $200.00 for unpaid bills. We had told them that we have not only been requesting cancellation for over a year now, but a refund for the months of incompetant service. I can understand it is the job of the collection department to collect past due debt, but in this case, it's not even the collection department which is doing the collection requests, it's the local sales branch! This brings me to complaint #4:
4) Sales Issues: This company has been contacting us to request that we start back up with them after all this! We had told them that we are tired of dealing with a company that doesn't return a single phone call unless it's to sign someone up for the service. We were contacted by several people, all who said that they will be our "personal representative", and were given several options. The most recent was an option to "wipe the slate clean" We were told that the debt for the months we did not pay (the months that we were requesting cancellation) would be 'forgiven' and wiped out, that glass break sensors would be placed on our storefront (imagine that, a glass break sensor on a storefront which is all glass!), and that we will start over on a new contract, as a brand new account. We had agreed to this proposition and told them that we'll give them another shot as long as it's done correctly this time. A week later a new "personal representative" who is in charge of our account now calls and says that they can't do any work until we pay for the months that we had requested cancellation for, even after we had already been offered to start all over and with the proper equipment. To this I told them that not only would they not see a single cent from us, but I am filing several complaints, requesting a refund, and if it is not given, will take them to court. This takes me to complaint #5:
Refund Request: We had requested a refund from the time between our first break in, in which the company investigator informed us that they would install the proper equipment, to the time of our second break in, during which time nothing was done to correct the problem. After our second incident, we had stopped making payments. We had paid for 3 quarters as they bill us quarterly. A total of $360.00. It's not a big amount, more a matter of principle.
As I said earlier... If nothing is resolved with this case, this will go to small claims court. Not because we need the money, but companies like this should know that they can't treat their customers in such a way and get away with it, simply because the charges are insignificant enough where nobody would bother taking the time to receive month back for a poor service.
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