7 On Your Side: Napa couple struggles with alarm after quake
NAPA, Calif. (KGO) -- Homeowners and renters are still dealing with the aftermath of the South Napa Earthquake. Some are turning to 7 On Your Side for help.
This is the story about the details that accompany a devastating quake. Things you don't think about until it happens to you.
An earthquake crack that runs from the ceiling down to the burglar alarm is what this report is about. Edward Mays, 86, and his wife Marilyn had just installed the alarm, then the earthquake hit.
Dealing with the quake, a yellow-tagged home and a potential move out of the area was enough; they didn't want to think about a three-year long alarm contract. So the Mays called the company, Safe and Sound Security, and asked for the contract to be voided.
"She says we can extend our contract for eight additional months and that gives you enough time to have your home rebuilt and then we can come and reinstall the alarm system. And I said no, I don't want that," Edward said.
7 On Your Side took a look at the situation and had Edward and his wife call the company again.
Marilyn said, "Doors don't even connect. They don't even close."
And that's why 7 On Your Side came back to Napa to visit the Mays' house again. With their second phone call there was a different answer.
"Everything worked out as soon as they said Michael Finney," Edward said.
Marilyn made the phone call and did the negotiating. She said, "I said, 'Here's my offer. We will pay for the cost of a technician coming out here, which was $99, to remove it and take it back to your office and we feel that is a fair offer.'"
Finney: "As does 7 On Your Side."
Marilyn: "Yes. They sure did."
Edward: "We told them that if it wasn't acceptable to them, we would contact 7 On Your Side again and let them proceed on our behalf."
The company sent a technician who took out the system then followed up with a release of liability email.
"That was a big load off my mind," Marilyn said.
A big thank you to Safe and Sound Security. The Mays really appreciate what they did.
Now what you saw in this report is often how 7 On Your Side often works. Rather than jump in every time, sometimes coach consumers, give advice and then back them up.
