Took our system over from Border Security
Were unmotivated to help us out with service after taking over from Border. They billed for hours and got absolutely NOTHING done. They were tarty, wasted time, unknowledgeable when It came to equipment, and expensive.
- Approximate cost of services:
- $800.00
- Company Response
We regret to hear about your unhappy experience with Price's Alarms. We strive every day to provide top quality service and products to help keep our 35,000+ customers safe and provide peace of mind.
It's unfortunate that you decided to post negative online reviews only a couple of days after sending us an email outlining your concerns (without giving us enough time to look into and address your concerns).
While it's often challenging for another company to step in and support the equipment and installations from another business, we have resolved the issues you've brought forward and feel we have been very accommodating and extremely reasonable in regards to any charges; deeply discounting and even waiving multiple service calls.
In February, we attended and investigated an issue you were having with remotely logging into your camera system from your phone. It's best practices to have a monitor connected to a video recorder as a back up to your phone. This assists greatly in troubleshooting and fixing any issues. Because you didn't have a monitor on site connected to the camera system (and couldn't provide us with the login/password), we couldn't troubleshoot further and suggested you contact your IT guy to look into network settings. Even though we didn't install the camera system, we credited this call as a goodwill gesture.
In October, you contacted us to request assistance in arming your alarm system. We attended, fixed your flood sensor and retrieved your alarm code that you had forgotten. Again, we attended and didn't charge as a goodwill gesture. Even after resolving this issue, your response was to request a further credit because you hadn't been using the alarm system for a couple of months prior to getting around to contacting us and reporting the problem. We denied this request.
Also in October, you requested we attend to integrate the alarm system with your home automation system. In order to accommodate this request, we had to purchase a special order communication module and the cell module needed to be upgraded (as your alarm panel had limited outputs). We installed the necessary parts and worked with your audio/visual company to integrate the alarm with the home automation system. We regret that our tech got delayed by 1 hour and showed up late to meet your A/V company (and we subsequently reduced the invoice by 1 hour).
Please understand that your monthly fee currently is only for 24 hr alarm monitoring services and does not currently include warranty services. It also does not cover any additions or system alterations you wish to make going forward. We do have warranty service plans available and can discuss options should you be interested.
Regarding the camera system, it's true that some manufacturers offer a 5 year warranty on parts. However, simply fixing or replacing a part may not address the issue if the issue is caused by settings on the your router or how your network is configured. Furthermore, the manufacturer may test the unit, determine it's working and simply return it without making repairs.
We look forward to the opportunity to resolve these issues