We had SMK come out to our house to fix our alarm and Alex was the technician who did the job. We have alarm keypads at both our front door and our back door because we have a detached garage where we enter the house from the backyard when we park in the garage.
When Alex came to our house, my husband explained to him that we purchased a new alarm keypad for the back door (because our contractor broke it) and that we wanted him to move the front door alarm pad to the back door (because the front door alarm pad gets more use). Oddly, the entire time Alex was doing the job he did not communicate with us at all. He never asked us how long of a time delay we wanted nor did he communicate to us how he was going to program the back door alarm pad. So, we simply assumed he would program the back door and front door alarm pads the same way.
Days after having SMK come out we went to open the back door and to our startling surprise the alarm went off. It was originally set up on a time delay like the front door so that we do not have to walk around to the front of the house to get in when we park our car in the garage. For what other reason would we have an alarm pad at our back door? And why would Alex program it like a window in the house? This just makes absolutely no sense.
My husband contacted the owner, Wally, and explained back door alarm pad issue. Rather than ask them to come out again, my husband simply asked him if he or Alex could walk him through resetting it. Wally said that it was not possible for him or Alex to give us instructions. Instead, he argued that if an intruder tried to come into house through the back door they could do us harm if there's a delay, but, in the same sentence he said they could do it for an additional charge because it was not requested in the initial programming trip. For Wally to mention a liability issue for them, but then offer to make the change if we were willing to pay extra for it, is just insane.
If Wally needed us to sign a waiver releasing them of any liability, we could have certainly done that. But, we were never given that option. And for Wally to say that they would have done the job for an additional charge just shows that he was not concerned about our safety at all.
I would definitely not recommend this company. They do not know what they are doing or how to communicate with their customers. Customers rely on the expertise of a company they hire to do a job competently and thoroughly. The customer should not be expected to ask all the right questions when we are not the experts! I am now left with the inconvenience and unsafe task of having to walk around to the front of my house when I park in the garage to get in. read more