ComplaintsforMountain Alarm

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been trying to resolve this issue with Mountain Alarm ****************************** I believe they are doing business as B Safe Security. I have been dealing with this since May of 2024. I asked them to discontinue service because I was unhappy with the service and price. I want to hire a new Monitoring service. The new company asked me to get the dealer code from B Safe Security, they need it to switch the service. I was told by B Safe, I need to send them an email to cancel and they will send me the dealer code. It has been 3 months of tiring to get this info. They are still sending me past due invoices and have not given the code. I need them to give me the code and stop sending invoices.

  

  Business response

  08/23/2024

  Dear *****,

  I apologize for the delay in the cancellation of your account. The account was mishandled on our part and the cancellation request was missed by our office. We will be cancelling the account effective immediately and will be crediting off any outstanding balances. Regarding the dealer code for your alarm system, the system was installed by another alarm company and they typically do not release those codes due to liability reasons. However, we have attempted to obtain the dealer codes for you. I will email you directly with the information. Should the codes be invalid, the system would unfortunately need to be defaulted and reprogrammed by your new alarm company. 

  Best regards,

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

  Customer response

  08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My new home owners insurance wanted me to have alarm and monitoring service. My old company did not. I had the insurance for 1 month and the canceled. My new company doesnt require a service. When I bought the monitoring service it was done all over the phone. I have no contract. I can find. I talked to a salesman once for a few minutes. I went to ****** and they told me I had a 3 year contract. Ive never had a three year service contract for anything in my life. I certainly was never told this. I called the company and asked to talk to the sales person. No one has contacted me

  

  Business response

  08/21/2024

  Dear *****,

  Our local office has since been in contact with you regarding the agreement and cancellation of the monitoring services at your request. Our representatives ensure to disclose the terms of our agreements during every transaction and they are also included on the first page of the agreement for your review prior to signing and executing the agreement which was obtained via DocuSign. We have agreed to waive the remaining terms of the agreement and allow cancellation of your service with no penalty. Your account will be cancelled once we receive the termination request sent to you electronically. 

  Best Regards,

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have owned ***'s Flowers and Gifts in ******, ** since April of 2022. Since taking over this business I have had multiple issues with Mountain Alarm (they state they are in ******, **, however, billing statement and addresses listed with BBB state Ogden, **). The problems have centered on false alarms / faulty alarms. I have paid at least $500 in false alarm fines, not to mention my monthly service with Mountain Alarm. I have contacted Mountain Alarm to request information about what type of alarm was set / how / why and if my equipment is faulty. I never get a call back about my questions. When I call to follow-up I only get to speak with their AR person for billing. After paying all the fines in 2022 and 2023, I received a notification / bill from the alarm monitoring company that the ************** and Mountain Alarm use that stated a false burglary alarm was triggered on 1/22/24 at 5:35 PM. Not only did that not happen, as I was here on that day at that time alone and never seen / heard any alarms, nor did the police show up (they should have for a burglary alarm being set off). I have been going in circles to get to the bottom of this one, as I won't pay this $200 fine. To appeal this I have to pay $25 with the alarm program. I feel (and many other businesses feel the same, per my Yelp research) that this is not an alarm service where we can rely on the alarm system, we cannot even get responses by police or Mountain Alarm if alarms are triggered. I finally cancelled my service as I realized I was under a false sense of security. I now take all monies home and pray no one breaks in my flower shop. The alarm monitoring company will not address my questions unless I pay for the appeal and Mountain Alarm will not address my questions; only stating it is faulty equipment. Isn't that on Mountain Alarm to provide alarm systems that actually work / can be relied on?

  

  Business response

  07/12/2024

  Mountain Alarm has a branch located in ******, **, however, the billing remittance is in *****, ** as this is the location of the ***************** The alarm history indicates four burglar alarms dating back to February 2023 which resulted in dispatch by the local authorities as we were not able to make contact with a representative on site to disregard the alarm. Unfortunately, false alarm fees are issued by the city and are not under the control of Mountain Alarm. Our office contacted the customer on various occasions using our automated system to advise of issues with the communication of the system in which no acknowledgment was received. Our records do indicate where the customer spoke with our monitoring center requesting assistance and this information was passed to the local office, however, I was not able to locate any information on whether the customer was contacted. 

  Our records indicate the local PD were notified and dispatched to the false alarm on 1/22/24; any further information regarding the dispatch details must be obtained from the local PD as Mountain Alarm does not have this information available nor are we able to influence if and when the authorities are able to dispatch. It appears the false alarm was caused by a glitch in the system therefore we will issue a refund of $200 to cover the fine. We will also waive the fee of $303.55 for the early termination of the agreement. 

  Mountain Alarm would absolutely address any issues or concerns if given the opportunity; regrettably, there was some disconnect in our communication with the customer. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 11, 2024, we were talked into getting a new front door video doorbell by Mountain Alarm instead of fixing the problems with old doorbell. Cost with replacement of one of smoke detectors was $840.91. Instead of working correctly, all we got was a "clunk" when the doorbell was rung. Since we had just paid $840.91 for a new doorbell, we thought maybe the 20 year old bell box was the problem. We removed the bell box, but still had problems.We had Mountain Alarm return and repair all the wiring and test the new doorbell. Cost $228.75. We were then told by a very ********************* from their office, that we have no warranty even though their technician did all the wiring. $1,070 is a very hefty price for a non-warranty item.Would like to add that we have been a Mountain Alarm customer since October 2017 when they purchased United Security systems (who we were a customer with since 2005).

  

  Business response

  06/18/2024

  Hello, due to the wiring being cut by the customer after the new video doorbell was installed on 4/11/2024, the warranty was voided and could not be issued towards the technicians second visit on 4/29/2024 to repair the wiring that had been cut. This is due to liability reasons which are covered under our agreements to protect the customer's system and home. We understand that the customer may not have known this information at the time of trying to remedy the issue themselves, therefore we will offer to waive the invoice of $228.75 and issue a refund check to the customer in the amount of $228.75. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An employee came into our retail store in the mall and led the employee working to believe he was from the local fire department and had to urgently inspect the fire extinguishers. The employee on duty was a minor only 16 years old and allowed this individual to have inspect the fire extinguishers believing he was from the fire department as the employee repeatedly inferred the employee could get in a lot of trouble if he did not allow this inspection. The employee was very frightened. After a one minute inspection he left. The company is now presenting us with an unpaid bill for hundreds of dollars for the inspection and has been making harassing calls and texts to collect this amount. At no time was a bill ever presented or was it communicated this was an optional service complete scam

  

  Business response

  06/18/2024

  Hello, I researched this scenario with our local branch and found record of the inspection being requested/scheduled by an employee named Cade on 1/17/2024. The work was performed by a technician that is no longer with our company therefore I do not have more details to provide on the specific scenario other than the work being completed. I apologize for the misrepresentation and lack of professionalism displayed by this technician. Our company does not advocate for this type of behavior. I have issued a credit towards the invoice of $110 which will eliminate any outstanding balances and will cease any correspondence from our collections department. 

• Initial Complaint

  12/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During the month of March 2021, I contacted Linked Interactive to cancel my alarm monitoring service because I was moving. On March 4, 2021 *************************** emailed a document stating "*************************** voided Link Interactive Alarm Monitoring Agreement-*********************. I assumed that my request to terminate the monitoring had been honored. In my review of my credit card statement I discovered that the $18.00 had continued to be charged. I have moved twice since the time that this company supposedly monitored my security system so not only did this company fail to stop charging my card but they are charging me for a service that they are not performing. In December 2023, I contacted the company and was sent a link to stop the service but they deactivated the link. I need assistance in obtaining a refund for services not rendered and your assistance in terminating the agreement.

  

  Business response

  12/14/2023

  Hello ******,
  
  We appreciate you reaching out to finalize your cancelation.We take account ********************** and the closing thereof very seriously and will not do so without written permission or a signature on a cancelation document. These documents have been sent to you on the occasions you mentioned but have not been signed and returned to us.  We are able to use this written request in place of that signature and have scheduled your account to cancel today. Per our last conversation you were going to pay December 2023 as well,However I have taken care of that for you and nothing is owed.  Do let us know if you have any questions. 
  
  Best,
  Link Interactive. 

• Initial Complaint

  11/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In May 2023 I had my home phone disconnected because I didnt use it because I used my cell phone all the time. I did not realize that by doing this I would disconnect my home security system because it was tied to my home phone. I then received a bill from the security system (mountain Alarm-Linek Interactive-copperstate) which is due each quarter. I paid the total bill because of my mistake, I also contacted the security system and spoke to a person and explain the situation. She told me that she would have her manager contact me which she did. Her name is tracy i again explained to her what I did and she told me that she would send me paperwork to renew my contract and have someone come to the house . She also stated that she would credit me $40.00 and that I was to disguard the bill. Three months later I still have not heard back from the security system. I then got another Bill in the mail I called again and spoke to Tracy and she said she would send me paperwork again and have someone call to come to the house. Once again three months later I still have not heard anything from the security system. I then called tracy again and left a message that i did not want anyone to come to my house since I never received any paper work to renew my account. I told her to cancel everything on August 28/29 that I did not want there service. I received a phone call then from Dessirae Mcdonald asking me when I was going to pay my bill I explained to her that I spoke with tracy and explained that I know longer wanted there service she said she will talk to Tracy which she did and got back to me on on Oct 23, 2023 stating that I only had to send her an email stating that I did not want there service. On Oct 23, I sent them an email stating that i did not have service for month . since then I have gotten two bills stating this is my 2nd notice. I sent Dessirae McDonald another email stating that I received another bill she sent me one back stating that Cancellation will be finalized upon the receipt of the final payment of $40.00 for the months of Sept and Oct. I again sent her an email stating that I did not have service for months that I tried to call and cancel my services and still they are requesting payment. I am at wits end with this matter that I have called sent emails and now they are telling me I have to pay $40.00 for a service that I have not had for months. Could you please help with this matter? Thank You

  

  Business response

  12/04/2023

  Shirley, we apologize for the confusion and frustration you've experienced while trying to cancel your account.  Both open invoices have been credited off and your account is now closed.  Thank you.

  Customer response

  12/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  *** ********, Inc Contract was signed with BSafe Security on June 10, 2013 with auto renewal indefinitely. Written notice was given to cancel. Discussions back and forth that we still have to pay the remainder of the year, we disputed that that was legal. More emails than nothing. Than I receive a new invoice from Mountain Alarm for 2 years worth of monitoring, we have not received any service and everything has been disconnected. I called to find out what that was about, we do not have a contract nor ever called to discuss. Shantel M******* sent me the buyout letter on September 15, 2023 and check was written on October 2nd and cashed. I also received a Demand letter from PYE BARKER Fire Safety and spoke to Stephaine on August 14, 2023, she was suppose to send a cancellation letter and never did. I am not sure how many names they go by. Now I am in collections with Cedars Business Services for a full 2 years.

  

  Business response

  11/29/2023

  ********, we apologize for the confusion.  This was an error on our part.  We have removed you from a Collections status. 

  Customer response

  11/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: I need a letter from their collection agency, Cedars Business Services, stating that this was a mistake and was not put on *** ******** credit report or that it was removed. 
  
  Sincerely,
  
  ******** ********

  

  Business response

  12/01/2023

  We've requested a letter of confirmation from Cedar.  We will forward that onto you as soon as we receive it.  Thank you for your patience and understanding.

  Customer response

  12/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  I reserve the right to re-open the case if it shows up on our credit report or BBB file and would seek payment for fees associated with getting the reports.  Letter only states that the file is closed not how it will affect the company.
  
  Sincerely,
  
  ******** ********

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

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 6th my wife and I ordered $1,500 of new security equipment from Link Interactive. We were not asked if we wanted the delivery to require a signature but we assumed that such an expensive box of electronic equipment would not be left outside to be stolen or damaged. The package was delivered when we were out of town. Since Link Interactive had not asked for a signature to be required the box was left outside in the rain. The box was completely drenched all the way through. Every box inside was drenched and all of the electronic equipment inside the boxes was drenched. Instead of replacing the items Link Interactive wants us to troubleshoot there equipment for them. They are refusing to replace these defective items despite being told they were all drenched in water.

  

  Business response

  11/16/2023

  Thank-you for sending us the additional information for this package that was needed for the replacement. This is on its way to you with signature required.  Once you receive them we are happy to help you with the DIY installation over phone email or text messaging.  We appreciate your feedback and assistance with this matter please let us know if you have any questions on your installation. 

  Customer response

  11/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: Link Interactive did send us replacement components for everything that was damaged however, they submitted a claim to UPS for the damage to the box.  It is our understanding that the box was left without a signature because Link Interactive failed to require a signature prior to delivery.  The box was left because UPS was not given direction to require a signature.  UPS is now contacting us via email and phone to try to process a claim we did not submit?  Why is Link Interactive submitting a claim on our behalf?  Link Interactive paid for delivery and is a party to the complaint, if they have a complaint they can submit that claim themselves.  Why are they submitting a claim on our behalf?
  
  Sincerely,
  
  ******* ****

  

  Business response

  11/20/2023

  The claim to UPS is on our behalf not yours. We’re not sure why UPS is reaching out, and requested they reach out to us for any additional information. The reason we file claims is because we are losing money through that damaged equipment as well. We were unaware of a gate that would stop UPS from delivering to your front porch, generally when a gate is present, they will mark the address as inaccessible. Again, we apologize for the inconvenience this caused you.

  Customer response

  11/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me based on the description of their claim.  As explained to Link Interactive, it would not have mattered what UPS did if  a signature was required.  The box should not have been left without a signature.  Please understand this, a signature must be required when leaving $1500 worth of electronics anywhere.  Theft is on the rise and is already bad.  If Link Interactive had required a signature be recieved prior to drop off we would have come home and discovered a pink card stating we had a box to pick up at the office.  This is not new nor is it complex to understand.  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered into an agreement with this alarm company over 36 months ago, our agreement was to be 36 month long now its 40 months later and they want me to sign a Request to cancel Monitoring service and pay a agreement buyout of $30.99 , this does not seem legal, please help me resolve this , and I did start the request over 30 day ago, they just recently sent this termination agreement, any help greatly appreciated .

  

  Business response

  06/26/2023

  I hope this message finds you well today. As we previously discussed regarding your cancellation request on June 10th, I wanted to remind you that our policy requires a 30-day notice for cancellation to ensure that there are no shortages in service. Although we offered to waive this policy for you, you declined the offer.
  
  However, I am pleased to inform you that we have decided to waive the charge anyway for your convenience. I apologize for any inconvenience this may have caused and we want to ensure that our customers are satisfied with our services despite any changes or cancellations.

*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. ↩