Alarm Capital Alliance dba: Starr Protective Services.

:

Alarm Capital Alliance dba: Starr Protective Services

1400 N. Providence Road, Suite 3055

Media, PA 10963

Phone: 610-872-4800

Phone: 866-484-4800

I had an alarm monitoring service known as Cape Alarms monitoring my alarm

system for a number of years. In 2001, the owner called me saying that if I

would sign a contract he would keep my alarm monitoring rate at the same ($60

per quarter). He mailed it to me, I signed it. However, it was a contract

from Starr Protective Services, not Cape Alarms. He apparently was selling

his business.

In October, 2006, I received my quarterly statement and they increased my

rates. There was no notice on the invoice. Since my husband had lost his job

in July, 2006....and now their rates had gone up, I felt this was one bill

that we could eliminate now since he was home all the time. When I called to

cancel, I was told that my contract automatically renewed in May, 2006 and I

could not cancel until May, 2009. If you don't write a letter canceling 30 days

before the renewal, then they automatically renew it. I explained, if we had

a contract, then why did they increase their rates, when that was the whole

reason for the contract in the first place?! I was told they could increase

their rates whenever they pleased. I said, not without giving me the option

to cancel or agree to the rate increase. I have called and asked many times

to speak to a supervisor. I have written letters asking a supervisor to call

me. To no avail. I am always told Mrs. Johnson is unavailable. Today, July

23rd, my husband called after we received their billing and late notices

over the weekend. He could not get through to a supervisor either, but spoke

with "Erin" and she would put him on hold occasionally to speak with "Mrs.

Johnson" who could not come to the phone herself. They were willing to send us a

new contract to sign, for $18 a month for another 3 years....but not cancel

the existing contract. We are at wit's end here. Please whatever you do, do

not sign a contract for monitoring services with Alarm Capital Alliance.

There are many monitoring companies that do not require a contract and you can

cancel at any time.

************************************** Get a sneak peek of the all-new AOL at

http://discover.aol.com/memed/aolcom30tour

Comment On This

This is an official response from Alarm Capital Alliance. We are sorry it took so long to get back to you, but we have just recently put a system in place to address old and ongoing customer comments online. First accept our apologies for what sounds like a frustrating customer service experience. We strive to exceed our customer’s expectations and in this case it sounds like we have fallen short of that goal.

While the details vary from case to case, we can tell you that Automatic Renewal clauses are an industry-wide practice and vary by state. Each state has different codes regarding this clause, and depending on where the customer resides determines the rules. As a monitoring service provider it is our duty to keep our customers secure and to try our best to avoid lapses of service. Towards that end, once a term expires the contract is automatically renewed. Additionally, we require written notice of intent to cancel 30 days prior to the termination date. This practice is put in place to protect our customers from fraudulent termination of services.

In regard to your monitoring rate, it sounds as if you were in a locked-rate agreement from 2001 to 2006. The locked-rate agreement is terminated once the contract expires and therefore adjustments were able to be made to your monitoring fees at that time.

We are terribly sorry for any inconvenience and hope you understand that our policies are in effect solely to protect our customers. We work hard to keep our customers satisfied and do our best to be flexible in certain circumstances, whether a customer is moving or having financial difficulties. Customer representatives are available Monday through Friday 8am-8pm EST to speak with you on any future questions or concerns you may have.