Consumer complaint received 2015-03-31
Company: Equinox Financial Management Solutions, Inc.
State: IL
Product: Debt collection
Sub-product: I do not know
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
In XX/XX/XXXX I started services with XXXX and within 3 weeks of having the service I started experiencing issues with the way they dispatch and the product they supplied. XX/XX/XXXX I took a trip to the XXXX XXXX when a burglary alarm was set off in the house and they contacted me. I mentioned to them that I was out of the country and right away they should have said we will send the appropriate authorities, instead I got off the phone with them and ended up calling them back to have them send a police officer over to the house. Products they gave to me started faulting within 3 months of me purchasing. I was not satisfied with the way my system was handled when installation occurred. I 've contacted XXXX about why the cameras were not recording and I was then told that I had to set them up the way I wanted them to. The brand new sensor on the front door faulted within 3 months of me having the system and had to have them come out to replace it, at the same time the brand new key fob that was given with the system faulted and needed to be replaced. The gentleman who came out to fix the door sensor attempted to replace the battery in the fob and that did not work. He said that he would order a new one and when it arrived I would need to contact XXXX to set up another time for him to come out and program the new fob to the system. I, to this day, still have not received said key fob. With all these problems associated with XXXX, I remained level headed and figured that maybe I misunderstood my responsibilities as account holder. The situation that put me over the edge happened on XX/XX/XXXX, where my alarm system was activated. XXXX consistently called me with no answer and none of the individuals on my emergency call list, along with none of the appropriate authorities. I then contact them on XX/XX/XXXX due to my schedule and availability at that time to discuss termination of services because I was not satisfied. I am told that there is an early termination fee associated and I mention that I am not going to pay it because they breached their contract. After going back and forth and being transferred multiple times, I was then notified that I can send in a dispute letter stating why I do not want or feel that I should have to pay this fee. I send in the letter and today, XX/XX/XXXX, I find out that this account is going into collections. Once I got off the phone with the XXXX or XXXX representative on XXXX XXXX, I have not heard anything from them in regards to the status of my dispute. Why am I receiving notification that this is going into collection? Once I contacted them today XX/XX/XXXX, I am notified after speaking to XXXX different people that they decided that the charges were valid, I explain to the last representative in detail how the charges should not be valid and she then goes to say that I am lieing. She explains what she is looking at in their system, but as she is explaining the series of events from that day I notice that what she is seeing is completely different from what I am seeing on my account website. Explain why I should be held responsible for their actions of not following through with what is stated in their contract. If I breach the contract they can cancel it at any time, however if they breach the contract I am forced to pay over {$1000.00} to cancel. I feel that they are forcing me to stay in a contract that they will not follow through with. Why should I have to contact them 2 months after sending a dispute letter to find out what the decision is? If a customer/client has sent in paperwork for whatever reason, it is the company 's responsibility to follow through with it and inform the customer/client what the progress of their issue is and whether or not they have come to a decision.

Company response to consumer: Closed with explanation