I had a problem with my alarm system and Home Security Centers would not do anything to repair the problem for a week. Despite my years of business Home Security Center according to their scheduler they could not send a tech out for a week. Quote: “They are to busy doing new installs". Messed up priorities in my opinion and lousy service. What is most surprising is when I called to get service is THEY ONLY CHECK ALARM COMMUNICATION TO THEM ONCE A WEEK. In other words if I HAD AN ALARM ACTIVATED FOR ANY REASON and my system communication had failed (like mine had) THEY would not know, not send the police or fire department. That is awful monitoring. A service company that doesn’t provide service? Wow. I canceled my service; service that at end I was not getting. Their are many good companies providing monitoring; Home Security Center is NOT ONE OF THEM
Response from the owner
It is always troubling to find that we have disappointed a customer. We are a Colorado company that does business on a handshake not a contract. Our growth has come from satisfied customers referring us to their friends and family for both the quality of our installation and the service we provide. Mr. Lewis has been a customer of Home Security Centers since 2008 and during that time, he has selected us to provide alarm services at seven different residences. Recently, he had his cable company make changes to his equipment and services. During that work, the telephone connection to the alarm system was disconnected. Rather than have the cable company correct their work, he preferred to have us make the repair. When Mr. Lewis called for our assistance on Tuesday afternoon, he was offered a Thursday appointment (Not a week out). That was not acceptable to him and during additional discussion with our scheduler, he became enraged. His language degenerated to being vulgar and he called our scheduler obscene names. In his rage, he cancelled his monitoring services with us and generated this toxic review. Instantly, we were dropped from his preferred alarm company of 12 years and seven houses, to a no good group of incompetents. We are very concerned about the reliability of our customer’s alarm systems. Since the late 80’s we have made weekly communication tests standard on every capable panel that we monitor. Unfortunately, this is far from the standard practice in our industry. One of the largest alarm companies does not program a communication test at all unless there is fire monitoring on the system, other companies use a monthly test. We have also included a note on every statement to test communication with us anytime there is phone work performed. That is not the end of the story, however. Upon investigation, we found that there was a technician available in our office on Tuesday afternoon who was asked to make the necessary repairs. He refused the assignment because he did not like his interactions with Mr. Lewis in the past. Unfortunately, this whole sad episode could have been avoided. The tech is no longer associated with the business and we have rendered an apology to Mr. Lewis.