ComplaintsforKoorsen Fire & Security, Inc.

• Initial Complaint

  04/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was a security customer of ********************** for about 10 years. I paid the fee annually. I sold my house and therefore cancelled my monitoring account on 27 January 2023 with almost three months of service prepaid for. I notified Koorsen to discontinue service and send refund to my new address. I never received a refund for the unused service monitoring time. I followed up with an email and was told initially via a customer service email I had no refund due. I attempted to email customer service back but got a message that the customer service email did not accept receipt of response emails! Nevertheless, I eventually discovered how to contact Koorsen via email and I followed up with an email requesting a reason why no refund was due. I received an email response on 24 Feb 2023 from Koorsen (***************************) that she processed my refund and I would receive a refund for two months service within 10 to 14 business days. On 27 March 2023, I sent a follow up email as I had not yet received a refund and more than 14 business days had passed. As of 8 April 2023, I have not received a refund for unused service nor a response to my follow up email. I find it extremely frustrating to deal with a company unethical enough to initially claim a refund is not due with no explanation only to subsequently state a refund was forthcoming when it apparently was not. I cancelled Koorsen monitoring because I sold the property. I paid a year in advance annually. I am due a refund for more than three months actually, but settled for the two months they offered and have not even received that.

  

  Business response

  04/13/2023

  *******************, Koorsen Corporate Monitoring Manager, attempted to contact ******************** on 4/10/23 via phone and email with no response. On 4/11/23, ************ was able to make contact with ******************** who explained that she was awaiting a refund for her Monitoring services from her home in *******, dating back to January 2023. Originally ******************** asked for this check to be sent to her new address located in ************, however, the check was sent to her former ******* address on file. Once identified the original check was mailed to the wrong location, there was a stop payment placed on the check, and a new check was processed and overnighted to ********************. ******************** was very appreciative that she received communication daily, throughout this process, up to the delivery of her *** package, which included her check. ******************** stated that she is very happy with the resolution and now believes this was was just a mistake on our part, and never intentional. 

  Customer response

  04/15/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is more than satisfactory to me.   Koorsen contacted me the very first business day after receiving the complaint. They resolved the issue immediately and I received the full refund check by expedited mail quickly thereafter.  The Koorsen representative was extremely considerate and efficient.  I firmly believe the incident was a rare error.  They are a very reputable company that was genuinely concerned and corrected the error in record time.  
  
  
  

  Regards,

  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩