ASG Security

ASG Security Terrible Customer Service Beltsville, Maryland

28th of Nov, 2010 by User319951

I'm so frustrated I don't know where to turn. Many years ago (approx 2005) we signed up for a 3 yr contract with a security company. I can't remember the name but they were acquired by ICON Security and then ICON was acquired by ASG in Apr of 2009. That is when all the trouble started. At first it was OK but then we began having many issues with the system. We started to get "failure to communicate" errors and phone calls from ASG at all hours of the night and day to confirm there was not an issue at the home. At first we understood, but after replacing the system 2 times and 5 service calls (of which either myself or my wife had to take time off from work) over a period of 1.5 months, we were completely frustrated with the service. Below is a list of the service calls. 6/24/2010 Service Call
7/3/2010 Replaced GSM
7/22/2010 Service Call
7/27/2010 Service Call
8/4/2010 Replaced GSM Late one night, after getting yet another call for a "failure to communicate", I asked that this be referred to a Tier 3 support person. I was told that they cannot do that and that I would have to call in the morning and request another service call. REALLY?! More time out of my work day. We finally had enough and told them to cancel the service with an effective date 31 Aug 2010. We were flabbergasted to hear that there was 2 months remaining on the contract. We told them to credit the 1.5 months that the system did not work and cancel. At the same time we had purchased a new home and the timing seemed right. Then the phone calls started. We were told that since we terminated early that we owed $650+ dollars even though we only had 2 months on the remaining contract at $56/month. When we offered to pay the 2 months we were told no dice. When we asked about the 1.5 months our system did not work, they did not want to hear that. When we asked about the time we had to take off for 5 service calls and still failed to
fix the system, they didn't want to hear that. When we asked to speak to a supervisor we were told "sure, he will call within 2 hours". We finally got a call 2 days later. When we did speak to the supervisor he was very rude and basically told us to pay the full amount and there was no room for compromise. ASG even told us that if we could get the new owners of our old home to pick up the service there would be no charge. Really? I never even meet the new owners much less they want me to recommend a system that does not work? I don't think so. We finally got so frustrated that we asked to see the signed contract. Our contract has been bought and sold so many times that I am not sure what it includes anymore. We have been told no less than 3 times "Sure, we'll get that out to you" but we have yet to receive a copy. But what did I get today (11/29/10)? A letter saying that this will be referred to a collection agency if we do not pay up. They have yet to send me a copy of the contract but they are willing to send to collections. Are they totaling disregarding my request to see the contract?! . I understand that a "free" systems requires a commitment but I feel we have more than lived up to that commitment. ASG wants their money but when we asked to be compensated for a system that did not work for 1.5 months and all the time off from work, no dice. All I have asked for is for compromise and to meet in some middle ground put to date all I have received is a firm "No". Is there nothing that can be done? Matt

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