Consumer complaint received 2015-06-11
Company: Focus Holding Company
State: TX
Product: Debt collection
Sub-product: Other (i.e. phone, health club, etc.)
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
On XX/XX/XXXX we signed up to receive service from XXXX, XXXX We opted for the upgraded package that included, smoke detectors, automatic door locks, pan and tilt video camera. Sounded like all the bells and whistles. We were told that if we needed to cancel the contract after 30 days, there would be a {$150.00} cancellation fee. Sounded okay. We have had nothing but problems and complaints since. The day they were supposed to install the system, we were told it would take no more than 2 hours. The technician worked well over 10+ hours, but could n't get it installed. The next day, another technician came out and worked most of the next day. At the end of this day, we were told that the system was not compatible with our house, wiring, etc. We would have to be downgraded in our " package. '' We were still having issues, as the system was never installed correctly. Apparently, the automatic door lock was not compatible, either. After numerous calls, promising to come and take the door lock system off, to this day, I still have it on my door. We continued to have a " low battery '' signal that constantly went off. Again, after numerous calls, my wife was told to go into the attic and they would have her to help diagnose the problem. We had no intention of going in to the attic and touch anything! If we messed up anything, it would then by on us, and we did not want any other issues coming from XXXX. After about 8 months of dealing with the low battery signal and half the system not operable, I had enough. I contacted XXXX to cancel the contract. I was told that they could not cancel the contract over the phone. In order to cancel the contract, we would have to send a letter in writing stating that we wanted to cancel the contract. Again, we were told that there would be a {$150.00} cancelation fee. We said, okay, even though they owed us money! When we were downgraded to the lower package that still did not work right, we were supposed to get a refund for the overpayments that they continued to bill us for. We made so many calls trying to clear this issue up at the time as well. We would tell every person who answered that we were still being billed incorrectly for the service. The overbilled us for months! They chose not to change it and continued to bill us for the first package. So, they actually to this day owe us money. However, we said we would pay the {$150.00} fee to get out of the contract. I sent the letter in writing on XX/XX/XXXX, indicating that we were cancelling the contract. We have paid for a non-working service for the better part of a year. On the XX/XX/XXXX letter, we notified XXXX that we would be putting a stop payment on the account. We did not receive any bills for a few months/couple of months, do not have an accurate date ( XXXX ). We thought that we were done with XXXX. Then we start getting bills AGAIN! We started making phone calls again. We asked to speak to someone in higher level management, but was never able to do so. They send you to their Customer Loyalty Department, who can not do anything to help you nor are they willing to send you to some who can. On our last conversation we told them that we were not going to pay the remainder of the balance. We did offer to pay again the {$150.00} we were told we could pay to cancel the contract. The letter on XXXX the XXXX, also stated that we were no intended to pay. We were never contacted. We have now been turned over to a collection agency, asking for {$1800.00}. Now I have to deal with the collection agency and possible credit issues!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation