This is Otari in the LA office, His open ticket stated, "Customer called in regarding several things. 1- MMR, her bill shows she is being charged $40.99 instead of $39.99. I explained to her all the different types of "billing" we have and the different prices. She is happy with the auto-debit as long as it is the $39.99. I told her I would fix this amount with ADT and she would be credited the extra couple of dollars that was taken from her account. 2 - Her system has not been working properly. The Rep has talked to the Tech (Otari Chikhladze) twice and he (Otari) agreed to come to the customer's home to fix all problems, but the tech never showed up or called to inform customer that he could not make it. Then the customer called the tech herself and set up a new appointment for a Friday evening. During their conversation Otari told the customer that Firstline is not in business to make customer's happy. If the system is not working and he can't fix it Firstline has told him to rip the system out of her home and not clean up the mess or the holes. After this conversation Otari did not show up or call the customer!!!! Customer told me that she was not comfortable with Otari coming back into her home so I have rescheduled the appointment with the Lead Tech - Mike Thompson. He is going to the customer's house Friday, June 3 @10 AM PST. Kallie Henrichsen Jun 2 2005 11:37AM." This is not acceptable.