EMC SECURITY SYSTEMS

"EMC Security takes life safety and property protection very seriously and follows strict protocol for account creation and cancellation. This case was no different. EMC Security management reviewed the transcripts of the telephone call between the account owner and EMC Security representatives on August 18, 2017. During the call, EMC Security representatives gave the account owner the option to lower the monitoring rate beyond the requested rate by changing services from cellular transmission to WiFi transmission. The account owner chose not to pursue that option citing a preference to use a cellular transmission. At this point the customer requested to cancel monitoring service and was transferred to the cancellation department. The account owner provided a valid password for the account and requested to cancel service at the end of the month (August 2017) if EMC Security could not reduce his rate for current services. Being unable to provide the services for the rate requested, EMC Security followed the validated request of the account owner by terminating services on August 31, 2017. A refund was issued in the amount of $57.90 (check #56364) following the account cancellation and mailed to the account address."

""EMC Security is very concerned that a customer would provide such a low score and immediately reviewed records, and communicated with the customer in an attempt to understand the situation. There was no match for the address provided in our service records. We determined that this review was actually for service at Greater Love Missionary Church, a church formerly located in a strip center in Lawrenceville. EMC Security installed a system and provided monitoring for this location for approximately 11 months. Our service records indicate that there were no service issues or complaints from the customer during this period, and they system was functioning properly during this time. At some point in late August and in September, our monitoring system detected that the system was no longer checking in to our monitoring center, and that electric power was lost at the location. Our monitoring center contacted the customer at several phone numbers and left multiple messages regarding these conditions. We received no call back from the customer on our messages. In early November, we called the customer regarding a past due status of the account, and was informed at that time that the building had a roof collapse and that the service was no longer needed. Because we require no long-term contract for services, we immediately cancelled the monitoring service with no further obligation from the customer. We did inform the customer that there was a balance pending for past monitoring service. We agreed to a credit to the account for 3 of the last 6 months due to the building being damaged. Customer agreed to the terms and made the final payment. The above review was posted 9 months after the account was closed. After contacting the customer today, customer indicated that we should have known they no longer wanted the service after the church stopped making payments. Customer admitted they had received the messages, but said they did not call us back to cancel services, and we should have automatically cancelled service when the account became past due. Because we value the safety and security of our customers, we would never arbitrarily make an assumption about interrupting a customer's security and fire service without direct contact from them instructing us to do so. We continued to provide services, in good faith, and in compliance with the agreement that was signed by the customer. If the customer had called in after the church was damaged, or responded to any of the numerous attempts to contact him, no charges would have accrued or have been due. EMC agreed to credit the customer for the last 3 months when the system no longer was able to send signals. We are sorry that the customer feels that they were not treated fairly. While we thought an equitable agreement was reached at the time of cancellation, we are still open to trying to make this customer happy and welcome an opportunity to open a further dialogue about the $77.85 payment they are now disputing.""

"Thank you, (removed member name) for taking the time to speak with us today after we reviewed your post on Angie's List. We are so pleased to hear that the installation personnel and security consultant were professional and responsive. As we discussed by phone today, EMC Security is very concerned with ensuring customer care extends well after the installation since we are one of the only companies in the security industry that provides security monitoring services with no contracts. It is of paramount importance that we respond and resolve any issues quickly and to our customer's complete satisfaction. We sincerely apologize for the reported lack of response. Upon reviewing the general e-mail, we see two e-mails from you. The first was a customer satisfaction survey that you generously took the time to complete and recognize the efforts of our team. Thank you for completing that for us and for the high praise of our employees. The second was on April 29th and included a request for keypad stickers. Those stickers were mailed out shortly after the e-mail was received (please let us know if you have not received those yet). We understand that "up-time" of a security system is extremely important and take very seriously the speed with which a system must be put back in working order in the event there is a failure. Of course, our ultimate goal is to complete installations that mitigate failures since they always seem to occur at the most inopportune times - like 2 a.m. as in your case. The loss of supervision that occurred in the first case seemed to be the result of a distance issue from the wireless receiver to the transmitter. Our service personnel moved the receiver closer to the transmitting device and operated 10 field tests, all of which passed. At the time the service technician replaced the battery in the field device which is common practice when servicing a wireless device. The batteries used are the same that we have used for years with a great track record (typically 3 - 5 years on a residential transmitting device). It does not excuse a battery failure in such a short period of time after being replaced and we are reviewing service histories around the time of yours to determine if we received a bad batch of batteries. We have started reviewing additional battery suppliers to evaluate failure rates to ensure your experience is not duplicated. Since you replaced the batteries so quickly after they were replaced by our service technician, we would like for you to send us the cost of those batteries so we may credit your account for them. We would also like to extend your warranty period by (1) year to provide you some peace of mind that we stand behind our work. Again, we thank you for taking the time to provide us feedback and speak with us by phone today. We understand that to continue to earn high marks from customers, like others on Angie's List, we must work diligently to keep them. We hope that after you will consider continuing to evaluate the level of our service and update our grade as you see appropriate. Please feel free to contact James Collins (Operations Manager) at 770-963-0305 if you have any questions."

"Thank you for your review, and thank you for your continued business. EMC Security provides monitoring for most brands of equipment that are installed by other companies. While our technicians are familiar and have worked on every kind of panel, occasionally one panel type may not be seen as often. We are happy to send out a technician with extensive experience on your panel type to provide a more thorough training on your system. There will be no charge for this training. Please contact our office at 770-963-0305 and ask to speak with James Collins or John Reeves to arrange this training. Thanks again for allowing us the opportunity to serve."

"Thank you, Ms. [removed member name], for taking the time to review EMC Security! We look forward to customer feedback so we can continue to do the things our customers like and look for ways to improve on things our customers don't like. We strive for straight A's from our customers and would love to hear from you as to how we could have moved our overall score from a B to an A. You can reach Michael Morton, vice president of sales, at 770-963-0305 and share your experience. Thanks again for taking the time to complete the review!"

"Hi (member name removed)! Thank you for reaching out to share your experience. We work hard to earn your business everyday. Thanks again for trusting us to protect your home."