Herndon home security provider, member resolve dispute

Herndon home security provider, member resolve dispute

Member complaint

I hired Cox Home Security of Herndon, Va., to provide install a home security system and monitoring service. My complaint has less to do with equipment and installation than with their customer service department and sales force. Initially, when I signed the agreement, everything was free to get started. The first bill was over $300. I called customer service, the number on the bill, and got passed from one person to another until I was exasperated and hung up. I finally sent an email to the sales guy, and they did make some credits to the account.

However, the matter came up again, and I tried to reach customer service and had, again, another frustrating experience. When the system was installed, they provided an indoor camera that added $10 a month to the fee. I was told I had 90 days to decide if I want to keep it. When I called customer service to tell them I didn’t want it, I got the runaround. I got so fed up that I told them I wanted to cancel. It was an incredibly frustrating experience. I emailed my salesperson again, and he wasn’t very helpful. I think all they care about is getting their commission and after that they are done. I want them to remove the camera and reduce the monthly monitoring charge to $34.99, provide the $34.99 referral credit and provide acceptable customer service or cancel my contract.

Susan Capuano, Fairfax, Va.

Provider response

Cox is committed to giving customers peace of mind when they are away from home with Cox Home Security and home automation services, and we want every customer experience to be the best. We appreciate the member’s feedback regarding her experience with our customer care process. We understand her frustration and apologize for the inconveniences she experienced while trying to resolve the concerns with her home security service and billing. We were able to contact the member, discuss her concerns and adjust her account accordingly.

She remains an active Home Security customer. We also provided her with the home security supervisor’s direct contact information should she have any questions or concerns going forward.

Sarah Weaver, public relations manager

Status

Resolved

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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