I have had an identical experience to most of the other complaints on here.
We also had a sales rep sell us the "free equipment" etc. And free installation, with no obligation.
Later we find that we indeed do have a 3 year contract. Was able to deal with that until there was a problem.
Approx. One month ago, our motion detector failed. I spent 4 nights on hold trying to get through to a customer service rep. When I finally did, I spent 2 hours with a technician to get nowhere. Was told I needed to have a technician come to my house to replace motion detector and one would call me to have it replaced.
2 weeks passed and I received no response from the company. Every time I called I was placed on hold for no less than 30 minutes and more often over 1 hour. Was lied to several times about having a tech contact me in 24 hours and was also told that there was no management I could speak with.
Finally after 3 weeks I threatened to cancel on the precipice that their "contract would not hold up" if they aren't holding up their end of the bargain. Suddenly they started to respond. I was told someone "forgot" to file my service request and it was filed on 8/1.
Then
I was told that they didn't currently have a tech in Minnesota and "were trying to find one". I waited another week before finally getting a tech out to my house and to have the problem fixed.
When the tech arrived he told me that he had heard from them on 8/1 but was incredibly busy and it took him 10 days to get to me.
Today I received an email from the Director of Operations responding to my customer service request I sent in via email 2 weeks ago in desperation to have my problem fixed.
His letter boldly stated that it was the technicians fault for not getting to me sooner. Even though it took them 2 weeks just to start trying to find one.
Oddly enough they had found a new technician to respond to my problem, not knowing it had already been fixed the day before. Which means there are plenty of available technicians here, they just can't get their act together.
I have not gotten any response to my request for credit and even the director of operations lies, makes excuses, and shifts blame, rather than trying to be honest and resolve the problem.
As soon as I can find a way, I want to be released from this contract. I hope that a class action lawsuit is able to happen, because they should not be allowed to operate in this fashion any longer.
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