Home security monitoring seervice
I have very bad experience with the service of this company. They were very rude. They tend to promise many things they cannot deliver. When we made an appointment, they came one hour late without any explanation. One of their technicians came to my house two times for fixing a minor problem. The second time he had to be accompanied by another guy. After my numerous complaints, they agreed to cancel the contract and stop their service. However they had my control system locked with their own password without my permission. My new service provider said he had never seen this happened before and it is extremely unprofessional.
- Approximate cost of services:
- $20.00
- Company Response
Knowing that after terminating an agreement several years ago with Trilex Security in favor of a lower cost provider you contacted us back and signed up for another term in 2015, makes your comments and experience extremely valuable to our customer service. We failed to convince you that the Voice Over IP phone, a wise economical choice for some home owners but a common problem for alarm systems' transmission, is an unreliable method of communication irrespective of the fact that it worked well for a year. It is also unfortunate that you found our offer, which you initially accepted and signed, to supply and install an internet communicator at no charge insufficient. Your request, the day after the installation, to have a camera supplied and installed at no charge was simply unfeasible. Unable to meet your expectations and in keeping with our tradition, we suggested and offered to cancel your agreement prematurely without penalty.
I also regret that your new provider was unable to default the alarm panel. A few hours after you sent an email, I personally called you back and assisted you, despite that fact that you have already logged a complaint.
I understand your frustration but feel it is misdirected and I hope a quick review of our extensive email communication would remind you of the facts. I regret that regardless of our best intentions we are still bound by some financial constraints. We wish you the best of luck with your new provider.
Ehab El-Komy
Sales Manager