PACIFIC ALARM SYSTEMS INC.

"Hello, I am very sorry to hear about your troubles with the additional installation. We remind every subscriber on every statement to please test their system often and inform us if anything changes with your phone company. There was no programming issue resulting in the loss of communication, the loss was due to the phone line the alarm was using had been disconnected by you. I understand that in January 2013 we did some additional equipment add-ons to your existing outright owned system. Sometime after the installation, we were informed by you that the system was not allowing you to arm away. We came to investigate this and checked and did some reprogramming and tested the alarm. The technician noted that the panel is 30 years old and could possibly be the issue but found no other problems were found. The type of panel you have is now discontinued by the manufacturer. In April 2013, you called and informed us the alarm was disarming itself. We came out to inspect and again could not find any issue that would cause such an instance. As a courtesy, again we did not charge you for the service inspection. Our tech again, informed you that your panel is most likely the issue and we could not find any other mechanical issue. Most recently, at the end of June 2013, you contacted us and stated that your hold -up button did not work. We came out and inspected this and found it was properly functioning. I feel the issue with your system is primarily the due to the age of your panel which is over 30 years old. That is a very good life for any alarm panel There was no credit on the additional installation as you requested but you were also not charged for any of the three additional service inspections requested where no issue was found, other than the possible malfunctioning alarm panel. This is a courtesy of $200+ in charges you might otherwise had been invoiced but as a courtesy were written off. I do feel we tried our best to resolve this and again I am sorry for your dissatisfaction. If you would like to see what can be done to replace your panel please contact me. Joey Michael Poulton Customer Relations Manager Pacific Alarm Systems"

"Hello, Any customer we monitor has to have an agreement with us. When the original agreement expires, we need a new agreement from any and all subscribers. Our terms renew for a one year period on the anniversary date in which you signed. The purpose of this is so that we do not have to send out a representative for every customer that wishes to renew. This saves you and us time. You have the ability to cancel this renewal if you call or send notice of such within 30 days of the renewal date. I assure you, many companies do this in their agreements. This is done to save customer’s time renewing after every contract term ends and to make sure those who wish to continue with us have no interruption in service. There is nothing unethical about this practice. We do not hide the automatic renewal notice from anyone; it is on the first page, right under the contract length. I am very sorry you feel we were not satisfactory to you and you choose to not continue service with us. Your system was outright and owned by you. Any service calls requested by us are chargeable. You were upset with our rates (which are highly competitive) and decided to cancel with us. ADT most likely gave you a leased system and maintenance is completed by them at no additional charges. We also have lease options and also provide a service to arm/disarm and view your alarm system on any smartphone. We are working with our collection department and you to resolve this issue for you. I am sorry to hear of your dissatisfaction."

"We appriciate your kind comments very much Member. We strive to offer the best customer expeirence possible and I am very happy to hear that we are taking great care of you ! Joey Michael Poulton Customer Realations Manager Pacific Alarm Systems"

"In response to this Member, I have investigated the above claims and I am not able to locate any records of service that was performed at the current address above for the member. I am also unable to verify that the member has been a subscriber or even a customer of ours. His name and address do not match any home or businesses that we monitor or have monitored. We keep accurate records on all accounts even after they are cancelled. Therefore, I am not able to validate his claims of mal service. Furthermore, if a home was purchased and existing leased alarm equipment is present, that equipment still rightfully belongs the original leaser (Pacific Alarm Systems, Inc.) or may be left for the next homeowner. In that case, a new homeowner may sign up for new monitoring service with us but if they decline, it is required that the equipment is returned to us. Leased alarm equipment is always leased. It is never owned by any homeowner unless they decide to buy their system outright from us. This is a common misconception. As for our pricing, that is set at a competitive level against other security monitoring services and businesses in the southern California area. We have been in business for over 50 years and value our good reputation as much as our subscribers. We always strive to do everything possible to work with a subscriber if a problem occurs. If there are any further questions, please contact me. Joey Michael Poulton Customer Relations Manager 310-390-6661x4006"

"Customer did not want to pay for additional work need to repair existing alarm system. Customer told us that the other company that installed the system will fix problems. He is being monitored and his system is working."

"Many times when using existing equiptment we run into problems that take time and many times money to repair. We try our best to save the customer money so we sometimes spend man hours that are NOT charged to the customer so we can save them money. In many cases our techs will try different things until the system works so I can see why someone would consider the tech "stupid". I do not agree with this customers assesment of our techs but it is her opinion."