I would like to respond to this review and try to clarify a few things. We are a local, security company and pride ourselves in our excellent customer service. I am aware that this customer was dissatisfied but feel that she deliberately has misstated what occurred. First, as many of our customers do, she changed phone lines without first notifying our office. Your alarm system transmits data over your phone line. When you switch phone carriers (like to Time Warner or Vonnage) it is essential that you contact your alarm company either before this occurs or while the phone technician is at your home. This will enable our staff to make sure that we are getting alarm signals from your home after the switch. This customer did not do that which lead to the problem of being unmonitored. We have no way of knowing that your alarm panel is no longer sending signals because....it is unable to send a signal! It will show a trouble condition and at that time the customer must call and let us know. This was why she was unmonitored and why when she set off her alarm she did not receive a call. Once she changed her phone line, the alarm was unable to send signals. Once the customer called us we immediately scheduled a service call. Our technician was at that location but no one was there. We tried to reschedule but the customer said she just wanted to cancel which we allowed her to do. Now, I would just like to say that we did not have to do this. Anyone who has had an alarm system monitored by the national companies (no names mentioned) knows that asking to be released from your monitoring contract before its over is something that will just not happen. We did not have to terminate the contract but did at her request. As to the last item, no, we cannot ""give out"" our programmers code. That would compromise every security system that we have installed. We offered to reprogram her alarm system for her and we charge $125.00 to do this. We charge money to provide services. I do not believe that this makes us "" money hungry"". Any professional including probably, this reviewer charges money for the work he/she does. You would not expect an electrician to do work at your home for free and frankly I would not trust one who would! In closing, we have thousands of satisfied customers all over North Carolina. We are small enough to know our customers and to care about what they think. I am sorry that this customer felt the way she did. I personally hope that she will resign up for monitoring. I would be happy to offer her three months free monitoring if she choses to call us.
Pros: Responded to customer complaint
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