April 2009 approximately was solicited by Pedro to install a system in my shop. At this time I only had a cell phone for my business, therefore had to have a digi-cell back up. Was explained that any service issues would be covered and that the account would require a credit card be opened by Wells Fargo Financial and I would pay them for the system.

From this point to the following year I cannot get the records for the false alarms and the company will not cooperate in getting them to me.

April 21, 2010 3rd false alarm goes off in my building and police are dispatched. I receive a letter and fine of $75.00

May 4, 2010 4th false alarm goes off in my shop and police are dispatched.

May 31, 2010 alarm goes off again. Security system was armed and working the night before but my employee comes in in the morning and goes to disarm the system and the panel has the lights on it but all the button are dead and are not working. There was no way to disarm the system.

June 1, 2010 Safetouch is called to report the problem.

June 2, 2010 Safetouch comes out and repairs system, said on the work ticket that they were not sure if the panel was replaced, tested and verified that all is ok.

June 25, 2010 Safetouch called again because the panel is dead again. Keypad was replaced.

July 28, 2010 alarm goes off again due to the second panel being dead at the panel again and we are unable to disarm, $100 fine is assessed because police were dispatched

July 30, 2010 alarm goes off again because panel is dead again, received 5th violation and $150.00 fine. Company comes out again and specifically writes on the work ticket that customer was not at fault, and that customer could not disarm the system because the panel was dead again due to keypad malfunction. Safetouch retested the system, replaced transformer and battery.

Sent letter to Hillsborough County Code Enforcement with service ticket and they denied the appeal, stated that they needed a letter from the company on letterhead in 10 days and that the appeal was denied. Spoke to Luke in the local Safetouch office and explained the situation and said there was nothing he could do and that the county is hard to fight and to just pay it. Easier said than done as it is not coming out of his pocket. Spoke to him in length and said that his company will not be doing anything to help or write a letter.

October 20, 2010 6:30 am husband goes into my shop and goes to disarm the alarm and again even after three panels have been replaced, batteries, panels, the keypad is dead yet again. My husband calls safetouch to disarm and is told by dispatch there was nothing they could do and hung up on him. Standard practice is to call my cell phone first, my son William is second and neither one of our phones were called and I can provide a call log from my cell phone as proof. Once I found out the situation from my husband I called at 8:10 am and spoke with Deborah and said that there was no record of any phone call made to cancel dispatch.
10:34am I spoke with Luke in the local office and made him aware of the situation and said that he would have a Supervisor call me. I spoke with Willie the am floor supervisor and explained the situation again and that the panel was dead and that I wanted the system removed from my building as this alarm going off would cause another false alarm of which $350.00 would be assessed and I already owe another $350.00 from previous fines. He said that they could not do anything until they come out and determine what the problem was. I asked him what number was called and he said the office line was called and I checked the caller id log and it was not called and told him that that number is not even on the call list to be called in the event an alarm goes off. Willie than changed his mind and said that the my cell was called and I told him no it was not because as well I checked the caller log, called my son and had him check his and the third person in line. NONE of our phones were called to cancel the dispatch. He then said that he would have to send someone out to determine the problem. I said fine.

10/21/2010 Service rep craig and luke from the local office came out. Service ticket said that all voltage and everything was ok, they reset kepayd and it was ok. 3rd time that the keypad was replaced and ran a new keypad line, could not find the cause of the problem. Noted there was no rodent damage on the wired, replaced panel, battery, keypad and changed were the battery was being plugged in to. Luke came over and while at my shop called and spoke to Willie and said that they would be sending me a letter, I explained that I had 10 days to get the letter to the County of Hillsborough.

10/22/2010 called Safetouch to talk to Willie, but he was not there

10/23/2010 called Willie to follow up on Service ticket and was told that the system was not updated yet

10/26/2010 called and spoke to Christy about the situation and she said that she would check into the problem and get with Willie and call me back. Said that she would escalate the call.

10/28/2010 I called back and tried to talk to Willie and was told that he was on another call and would call me back.

11/5/2010 Received a call from Christy at Safetouch/PM floor supervisor in reference to getting a letter from the company. She stated that Safetouch would NOT send a letter as the last servince ticked stated that it was from a surge in the electric and not their problem. On the service ticket it says no such thing and on a previous ticket it stated that the voltage was fine. Safetouch was the one that installed the system on that particular plug NOT me. If there was a problem with the voltage they should have changed the system three or four panels ago, but did not. I said this is ridiculous, I shouldl not be responsible for all these fines as I did not install the system. She could not care less and said "was there anything else that I can do for you?"

11/8/2010 called Safetouch local office and left a message for Luke, he will not call me back either.

11/12/2010 called and spoke to Deborah and asked if she could send me a copy of my contract and all service tickets on the account. She said that she would process the the request and could get the contract but would have to get approval for the service tickets as they cant just send them. I asked her to call me back and let me know about the contract and service tickets and never received a call back as to whether I would get them or not.

I have spent $1, 202. on this system of which I still owe money on and have a current outstanding amount of $700.00 in fines plus. I have maintained the system properly and never had anyone touch any of the wires, panel or plug where the system was plugged in to but yet had the system fail on me four different times, the last time where I was never even called to cancel the alarm. This company is irresponsible and have caused a large amount of stress on me, my company and financially. I expect one of two things that they cancel my system and refund me for $1200 for the system which has been nothing less than aggravation and costly due to the fines assessed or pay for the $700.00 which is a result of the lack of experience, knowledge in fixing the alarm system for my company. They installed a faulty system in an improper location and have been unresponsive and unwilling to take care of their mess.