ComplaintsforAtlanta Digital Security Inc

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On feb 16, 2023 I called to cancel service with atlanta digital as my home security service provider. When I mentioned canceling I was informed it would be ****** to cancel due to the fact that they claim I signed a contract in 2013. When I asked for a copy, they couldnt not provide it to me. I assume that after 10 years of service I wouldnt be under a contract anymore. The owners, **** and **** cussed my husband and I and hung up on me. They refused to come to an agreement to let me cancel the service that I was under the understanding was a month to month at this point. They threaten to report this so called few to my credit report. I have not received a bill from them in 10 years, and I surely havent been told that I am under contract for 10 years. I just would like to cancel my service and move on.

  Business response

  02/20/2023

  Mrs called to cancel service. I asked her why she was cancelling and she stated that we were doing service calls and charging her and she wanted to cancel. I asked when was the last time we serviced her system and she would not answer the question. I researched her records and the last service call was May 5, 2020. I explained to her that she has a monitoring agreement that auto renews unless the "customer notifies the company in writing within the 30 day period prior to the end of the initial term" and to cancel we would need a letter of cancellation along with a payment of $179.50 to fulfill the monitoring agreement. ******** became argumentive and I again told her she signed the monitoring agreement and repeated what needed to be done. She continued to argue so I again told her what need to be done, said thank you and disconnected the call. Her husband called the office again, who is not on the monitoring agreement, and continued to argue and making demands. He requested a copy of the monitoring agreement and was told that if he provided us an email address we would email him a copy. He demanded that we go to the post office and *****************. He was told that we would email or mail but would not certify a copy at his demand. The copy was made and addressed and placed in the mailbox, addessed to the customer, before the phone call was disconnected with the husband.

  Someone, who identified herself as a family member to the customer, proceeded to go on our ******** page and make accusations about the company. Then I was sent screen shots of the customers personal ******** page where she was making accusations against our company. Bottom line is the customer lied when she called and said we were doing service calls and charging her, saying we refused to send a copy of the contract - which she got a copy when she signed it, got upset because she did not want to fulfill the agreement that she signed and had her husband call and was rude. Customer has been explained what she needs to do to cancel her agreement and Atlanta Digital Security will stand by the agreement.

  Customer response

  02/20/2023

   
  Complaint: 19426734
  
  I am rejecting this response because:
  
  **** is stating false information. If I signed anything it was 11 years ago which is why my husband asked for a copy of it. **** told my husband he wouldnt provide that. Again I have also never received a bill in the mail from Atlanta Digital Security and if I was under contract 11 years ago why havent I been sent anything by mail to inform me of a automatic renewal 11 years later. **** did not ask why I wanted to cancel until I told her I was unaware of a contract on a month to month bill . The complaint is not about their service, the complaint is about not receiving a statement monthly or yearly and then trying to get more money when someone just wants to cancel a service they have had for 11 years and have paid without any issues. I have not received anything by mail from atlanta digital security. I have emailed them to please  cancel my service via the email address on their website. I simply would like my service canceled and to move on.

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

  Business response

  02/20/2023

  Atlanta Digital stands by the monitoring agreement which states "TERM. The term of the agreement shall be 12 months from the above date and shall be automatically renewed from year to year unless subscriber notifies Company of subscribers intent to terminate this agreement in writing within the 30 day period prior to the end of the initial term thereof, or any renewal term hereof. Installation shall commence on or about 1-14-2013" This agreement was signed and dated by ************************ on 1-14-13.

  It is our practice to ask why a customer is cancelling, which I did, and she proceeded to lie about service calls. When I gave her the last date of service call provided by us, which was 5/5/2020 she got upset. The customer has been provided with a copy of her signed contract, placed in our ************* post office mail box and picked up by the local postal carrier. They were never refused a copy, as her husband was asked what his email was and he refused and demanded a certified copy be sent to them. We refused his demands and sent it regular postage mail. The customer has been told what to do to cancel her service. Legally we have to have the cancellation in writing in the event there is an alarm/emergency at the residence and we can provide proof we were instructed to cancel. Then the monitoring agreement has to be fulfilled. All records are documented with paperwork and notes are made on the customers account. 

  Thank you

  Customer response

  02/20/2023

   
  Complaint: 19426734
  
  I am rejecting this response because:

  I did not lie to you ****. I had called in and no one ever called me back. I cant help if you didnt type it in your system. I emailed the letter to you to cancel. It is signed and dated. Again, you are ignoring the fact that you have never sent anything by mail stating term instructions of a contract signed 11 years ago.  Why wouldnt a company send a reminder of such policies?
  
  
  Sincerely,
  
  **************************************

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