ComplaintsforMoon Security Services, Inc.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is for the ******* Moon Security office *********************************************************************************** **.************** Per Moon Security, Scram rental fees must be paid a week in advance.Account: ******************************* I paid on 7/26/2022 for the week of 8/2/2022 thru 8/9/2022.(Tuesday to Tuesday)The Scram unit was court ordered removed 8/1/2022.Unit was returned to Moon Security 8/1/2022, (Monday)**** at Moon Security says they don't issue refunds for 7 days or less.Seems to me that I paid for services I did not receive. I want a refund for the week of 8/2/2022 thru 8/9/2022.*********************** **************

  Business response

  08/05/2022

  Our Court Services Division receives referrals from criminal courts for defendants assigned to complete a house arrest or alcohol monitoring sentence. These are also assigned to defendants pre-trial when the court deems it necessary. I do not know what category ****************** falls into, or if he is simply a relative of the defendant and assumed financial liability for the services. Our services are provided for the time frame designated by the court, and must be paid up front a week in advance, or until the defendant's next court date. It is an unfortunate reality that up front payment is required, or the majority of these criminal defendants would not pay for services, and would have to be sued civilly. Since the court approved of the early release, this defendant must have show adherence to the previous orders of the court. Moon Security issues refunds for payments made in advance when the defendant is released by the court. The equipment must be returned in working order, and the department manager forwards the refund request to accounting. Verifying the functionality of the equipment and the subsequent paperwork may take a day or two, depending upon workload. A refund is issued at the next accounts payable check run. AP checks are issued twice a month. Our next AP run will be on Friday, August 12, 2022. ********************** refund will be mailed to the address he provided at that time. I am available to discuss any questions or concerns he may have, if he'd like to call the main line and ask for the General Manager.

  Respectfully submitted,

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

  General Manager

   

  Customer response

  08/09/2022

   
  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

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 21st, they said my scram had a confirmed tampering at 1am and they called me 3 days later. I told them at 1am I was in bed and why did they wait 3 days to call me and why not just call me that day and have me come in for a ua or to check it. So messed up they want to charge me a 100.oo to file paperwork and send a notice to the court. What the h*** are they doing that is so false and way off base. As I have had this awhile and all they ever tell me is how well I'm doing. they are messing with people's lives and they don't care.

  Business response

  12/28/2021

  **************** is a criminal defendant sentenced by a court to wear a ***** alcohol monitoring device. In addition to checking for alcohol consumption, the device attached to his ankle also checks for tampers and obstructions. At the time of setup, **************** was instructed on the proper care and maintenance, including keeping the device next to his leg without anything between his skin and the sensors. At **** hours, the device detected a tamper. ***** uses algorithms to determine the likelihood of an alert being actual or a false positive. In this case, the bracelet determined there was an obstruction between the bracelet and the skin. This obstruction remained from 01:24 until 20:36 hours, a period of some 19 hours. The ***** software is managed by ***** as the 3rd party, and they hold all the patents. We simply act as an intermediary to allow these criminal defendants to remain in compliance with their court orders. In this case, based on the readings and length of time of the obstruction, ***** determined this to be an actual event. Alerts to us are only generated once a day, in the afternoon, and can only be generated once the bracelet returns to its normal state. We call the defendants and advise the courts first thing every morning as we work through these alerts. We would have been notified of this event the afternoon of the 22nd, and called on the 23rd. So this timeline is accurate and fits the court's expectations for these low level events. **************** was left a message from one of our administrators. When he called back, he spoke with our Department Manager. She reviewed the alert, advised him it was considered legitimate, and would be reported to the court. She further advised that we typically charge for these reports to be generated, but that she would waive the fee in this case provided he had no further violations of the programs guidelines. So **************** was either not listening, or is not being truthful in his complaint. At no time was he charged, nor did we ask for or accept payment on this infraction. We simply had the conversation, sent the report to the court, and they will likely follow up with him during his next hearing.

  The science behind the software, and the hardware used to ensure compliance, is accepted by every court in all 50 states as valid. **************** clearly had a violation. What the bracelet cannot do is determine intent. It's quite possible this was a sock, or *******************, or something else placed between the bracelet and his skin. It was a clear issue, confirmed by *****. but based on his short history on our program, it may have been unintentional. Therefore, he was not charged for the violation reports. We are happy to have further discussions with **************** regarding this issue.

  Customer response

  12/28/2021

   
  Complaint: 16402429
  
  I am rejecting this response because: At 1 am i was sleeping and why would I put anything behind it for that length of time? To be caught?/ Really and by the way I'm not a criminal just got stopped for drinking that is it! your device is so way off and why didn't you even have me come in to check it and what would putting something behind it do anyway and if it was alcohol why didn't it detect alcohol  in my system for a longer period of time. this is such a false statement and you and your stupid company are going to make my situation so much worse than it is. I have done nothing wrong and have hardly showered or no deodorant and to let you know all family living in the house haven't had 1 drink or no alcohol in the house since this issue. You are reporting a fraudulent issue with some monitor that yes it can fail. So so very wrong for sure. will be fighting this one for sure.
  
  Sincerely,
  
  ***********************

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