AlarmForce

Let me start by saying that I had nothing but professional service from the beginning. That is, until I had to cancel my service.

I recently called to cancel my service. I received a timely response stating that AF would send a UPS waybill and that I was to return all equipment in the same package, affix their UPS label, and arrange for pickup. I did. As one other commenter suggested, I WISH I had taken a picture. I specifically remember wrapping the cord around the main unit and shoving the motion sensor and door detectors to the immediate side the main unit. I tracked the package online and saw that it had been delivered. I printed a copy of the delivery slip with POS.

A few weeks later, I get an email that I did not return all equipment and that I was to immediately pay $224.87. I placed a follow-up phone call and the CSR seemed pleasant enough. She said she would look into the situation for me. I sent a follow up email to confirm my telephone conversation. In my email, I included a copy of the UPS proof of delivery. That proof showed that my package weighed at least 5 lbs. There is no way that one motion sensor and a couple of door sensors weigh 5 lbs. I know that main unit was included in my package.

The following week I get a FINAL NOTICE in the mail requesting immediate payment. I placed another call and was placed on hold while the CSR reviewed my file. I was placed on hold for so long that eventually another CSR picked up the line. I had to explain my entire situation yet again. The CSR rep put me on hold (again) and eventually came back with an offer for me to pay for half the $224.87. I protested and stated that I was not paying for equipment that I returned! I said had this been an accurate charge, I would pay without question, but I KNOW I returned the the equipment. Honestly, what would be reason for me keeping the cumbersome unit that is rendered useless without the monthly service?

I demanded to speak to the manager and was told that I couldn’t. I remained firm and was then told that the manager was in a meeting. I asked to leave a message. I was told that she couldn’t guarantee a timely response to my message. I remained adamant and demanded to speak to whomever had authorized the half payment.

I was told the manager in charge was Avril and I was finally put through her voice mail, but the call was somehow dropped. I called again, spoke to a CSR rep, and immediately requested Avril’s voice mail. He put me through and I left a message. I’m waiting to hear back.

It's completely unfair that I have to pay for something I know I returned. I was told that if I didn't repay, my account would be sent to collections, which would ruin my completely perfect credit status.

**UPDATE** SATISFACTION RATING CHANGED DUE TO SETTLEMENT OF ISSUE
I received a call from Avril the day after my original posting and after another lengthy explanation regarding the return of the equipment, she agreed to drop the equipment charge because of my good customer rating with them.