The system itself seems great and secure, when we had someone out to activate it the serviceman was polite, masked and very helpful.
The reason for my one star review is for their customer service after the fact. We had a power outage, our backup battery that we were told would last 3 days lasted less than 12 hours. When I called to inquire and solve the issue, the customer service person who I spoke to was incredibly unhelpful, rude and would not address my concerns at all. When I pointed out that the service person, after checking out system, guaranteed me 3 days of backup power the man on the phone would not address the discrepancy and only repeated that batteries deplete over time and there are other variables.
I understand batteries don't last forever, I understand that they deplete over time, what I wanted addressed was the fact that, after getting the system serviced, I was never informed that the battery we had was old and that it wouldn't last the 3 days he quoted. Had I been told it was an older battery and I wouldn't get 3 days out of it, I would have gladly bought a new battery from them. Now I am without power with a non-functional system and the guy on the phone wouldn't even acknowledge the discrepancy between what I was promised and what was the reality.
Just own up to the fact that your guy didn't check my battery or that he misspoke or forgot to mention that the battery age might be an issue. Nope! The guy on the phone would admit no fault, not even the slightest miscommunication. On top of that, he was extremely rude in the way he talked to me, refused to acknowledge the point I was bringing up and even bad-talked me to someone in his office while I was on the phone (and could hear him). He then tells me to "go with someone else then that will install a crappy 9 volt battery in your panel, see how that works". I have never had someone try so hard to lose my business.
Even when I tried to move past the argument to figure out solutions, he only repeated to me "go buy another battery and install it or wait for the power to come back". I would hope a security system company would care that their customer is without security but apparently not. I explicitly said I would buy a new battery from them and have them install it but was met with "just call us when you have power again". Unbelievable. read more
