Long story short, 2.5 years into the contract of home security. Everything was great with New Age only in the end where there were signal issues due to internet connections. I understand New Age's concerned of not having a signal but there was no need to say to me on the phone "I think that we are not the right company for your, maybe it is best that you cancel with us and go with another security company". I was saying to myself "wow", that's how you talk to your customers! I am very disappointed in you Ms. J. Keep it up that this will not help your company keep the top ranking.
- Approximate cost of services:
- $1,858.00
- Company Response
We at New Age take the responsibility of managing security very seriously and we needed time to conduct a proper investigation of this account. On monitored accounts where the communication path is over the internet, it is the clients responsibility to provide a working internet connection, without this, there is no monitoring.
Beginning in March, we attempted to inform the account holder that the account was not being monitored(our accounts are intensively managed, our protocols are extensive and resource heavy in order to ensure the very highest levels of accountability, security and management). Every single day for over 6 weeks we had to coordinate between our monitoring staff and office staff to disregard missed test signals.
Management has read all email correspondences and phone calls between New Age and the account holder. We at New Age feel Mrs. J made a fair call considering the office resources used to track down the account holder and the fact that after over 6 weeks later, the internet connection was not resolved, leaving the system un-monitored with no working solution in sight. We can appreciate that this was a negative experience for all evolved and understand that this level of security management does not benefit everyone. If someone is not that concerned with the proper function of their security equipment, our systems may be more of a burden than a help.
