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Automating reviews in Greensboro
ANYway. That's a moot point, because all the fancy equipment in the world doesn't matter if it doesn't work! Also very unhappy with the customer service. My experience in bullet points:
1) High Pressure Sales Tactics: When I called in to get information, the sales person pressured me to put money down and commit because it was the "last day" that they were running their "insane special" of a free activation and equipment package. I just went on the site now and it says the same thing (last day for free activation). He said I could go ahead and lock in the special if I just put down the "minimum allowed amount" of $33 and the installation guy would charge the rest of my first month's fee ($20.99) when he came to set up my system. I also asked him about their F rating on the BBB site, he gave me some storyabout the fact that the BBB is a scam, and they don't have a good score cause they don't pay for a good rating. They don't participate in the "scam." Yikes. Should've just hung up there. But for some reason, I decided to give it a shot anyway.
2) Extra Charges: The installation guy said the salesperson wasn't authorized to do that, and that the $33 hadn't been charged. So he charged the full $53.99. Just checked out my account, and I've got charges for both $33 and $53.99.
3) Installation: The install took about an hour, and when the guy went to test the two-way communication with the control center -- before the system had even been set up, so there was no code or password set up yet -- the person on the other end started asking him for the password. He repeatedly told him he was the service tech setting up the system, and the person on the other end (at an excruciatingly loud volume) kept asking for the verbal password. He disconnected, and I got a call from the service center asking again for my password. I told him that we didn't have one, the service tech was at my house setting it up. He asked for it again. I told him what my password would be (thinking maybe I had set it up and didn't remember), he said that was incorrect. The cops were dispatched. The service tech was able to cancel the dispatch in time. He also had no yard signs available and said they had to be mailed, which would take about 14 business days.
4) Equipment Problems: The first night we tried to set the alarm, our front window sensor didn't work. After an hour of troubleshooting over the phone (which included moving the sensor around, taking the battery out, etc), it still didn't work. Service rep said he could send me a new sensor but it would take 14 business days for it to arrive. Expedited shipping was not an option because "the shipping department asked them to stop offering that because they were getting too backed up." Also it would take 3 weeks for a service tech to come out. The kicker: A few days after the system was installed, the system was set, I walked into the house and the alarm didn't go off. Went over to the control panel and it was as if I'd never walked in the house. Still set. My faith in the system is gone, decided to cancel.
5) Cancellation: I called in to cancel the service 10 days in, they tried to tell me my cancellation window had passed. The service rep who pressured me into committing to buy said I'd have a 30 day window to try out the system with no risk or obligation. But when I looked at my paperwork and my cancellation date was different than what i was told. Just 5 days after the system was installed. My fault for not reading the paperwork thoroughly, but after the stressful installation, with the cops being dispatched, etc, I was just frazzled and wanted to get it over with. Anyway. The lady that I called to cancel with told me that they'd have to send out a tech to check my equip before they could cancel. When i said no to that, she checked the notes and said "oh okay we can extend your cancellation period." I guess they were just hoping I'd say "oh well"? She then said I needed to sign and scan in my written cancellation notice, that I'd receive conf. within a few hours, but it couldn't be done over the phone. I got no call, called in the next day and the guy I got laughed and said "oh that can take up to a week for our team to process your cancellation, but if you forward that to me, I can do it over the phone right now." So he processed the cancellation, and supposedly I'll be refunded in a week. We'll see.
The ultimate kick in the pants: a service tech is scheduled for tomorrow morning to come remove my equipment. I couldn't get someone out for 3 weeks when the equipment was faulty, but somehow, magically, they can get someone out in less than 12 hours when it's to get their equipment back.
Lesson learned: don't go with a huge company to protect your home. It's just a hot mess. Also - pay attention to Better Business Bureau ratings!
Installation of the alarm was seamless. I called customer service once to change some information on my account - they were pleasant and helpful. I highly recommend ”
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