Summary:
This company is completely unreliable, fails to honor it's contracts; iit is virtually impossible to get through to anyone on the phone regarding any matter. Avoid at all costs.
Detail:
I purchased an Home Security System contract from FirstLine on 9/11/07. This system was for a house I was selling and the agreement was that the contract was transferable. Upon sale of this house in November arrangements were made with new owners to take over the contract. Firstline said that transfer would not be official until a technician went to the property. Firstline failed to keep 2 scheduled appointments and then said they could not schedule another one for more than 25 days. They failed to keep that appointment as well.
At this time it became almost impossible to reach the company by phone. Both the new owners and myself were extremely frustrated with the astonishingly inept handling of this account.By January of 08 the new owners understandably no longer wanted the transfer.
I made several subsequent attempts to contact Firstline in writing and on the phone, even offering to keep the contract in my name if we could transfer it to another property. I received absolutely no responses except for 2 calls offering to cancel the contract if I paid 75% of the total term.
In addition, contacting them by phone is impossible, their voice mail system will either put you on hold indefinitely or hang up on you, then when prompted to leave messages, calls are not returned.
Below is additional detailed information:
9/11/07 - Contract for service signed with salesperson Colby
9/11/07 or 9/12/07 - Technician arrives to install system
11/5/07 - Closing date - Property officially sold to new owners
11/6/07-11/14/07 - Several requests were made by new owners to have technician come and do the official switch. 2 appointments were scheduled and both were no-shows.
11/15/07 - I spoke to Santiago, ext 3500.
11/16/07 - I spoke to Maurice - This employee was extremely unprofessional and hung up on me
11/16/07 - I spoke to Lindsey
11/20/07 - I spoke to Mathew, ID 3156 who spoke his supervisor Clancy, ID 01960 who said that they could not get a technician to the property until 12/15/07 (25 days out)
12/15/07 3rd scheduled appointment - Technician did not show up after new owners waited several hours, called and could not get through.
1/22/08 - Final attempt to resolve by phone - Repeatedly placed on hold indefinitely or called back with a dial tone.
1/24/08 - Letter sent to Corporate office, customer service and marketing departments.
2/18/08 - Got a call from Robert Barney in the Utah office, ID 4873, offered to cancel the contract if I pay $1112. I said that was unacceptable.
2/25/08 - 3/7/08 - I called 3 times and could not get through, left messages and got no response.
3/17/08 (approximately) - Received a call from Robert Barney, Regional East Coast manager, offering to cancel contract if paid 75% of total cost. I said that was unacceptable.
WB
Jersey City, New Jersey
U.S.A.
0 comments