We bought a commercial building in Richmond, California. The seller had a security system in place that we simply assumed the contract for (Advanced Technology Systems). That company decided to sell out to Alarm One, Inc. They never requested a new contract, nor inspected the system. We contacted them several times without success. Finally, they sent a rep out to rewire the front door and inspect the system. Still no formal contract so we assumed that the contract we had signed was sufficient. Then we had a power outage. The alarm held for 'four hours' and then failed. We again tried to contact Alarm One -- nothing for several weeks and we found that they had contracted with ADT to monitor the inplace systems. We contacted ADT and they reported to us that we did not have a maintenance contract so they could not help us. We called, sent faxes, wrote letters, made threats -- nothing! We are in a vulnerable neighborhood and could not risk being 'at risk' so we contacted a new company and installed a new system. We sent a certified letter to Alarm One to cancel and refund at least a six month premium for the mettle we had been through and the payment made in good faith. To date, this company is still unresponsive -- they're phone transfers to ADT and ADT only advises you to contact Alarm One. How do you deal with a company that does not answer the phone, respond to faxes or letters, etc. They did not even notify the existing monitoring company that ADT was taking over their responsibility. Isn't there something that can be done about these types of businesses?
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