Our House was broken in last week, although our alarm was armed and ready to go. The alarm never went of into the Monitor services, we were robbed a pretty good amount of money (valuables). The police department confirmed that an alarm warning or call never came through.
Later that night when we got home to find out that our house had been ransacked and after dealing with police reports etc, our two first calls were to our home insurance and security company. While on the phone I received a called from the monitor center saying that there was an alarm going off, I explained to them that my wife was talking to them and that the alarm should had gone off hours earlier but it never did. I demanded to talk to a manager, After more than a few attempts I was connected to Dave Brown, Director of National Operations the next morning, whom said he would send a tech that day to find out what happen?
I told him that i expected Castlerock to compesate my family for what had gone on, an alarm that failed to work, and their lack of knowledge, he assure me that he would take care of it, I explain to him that my home insurance would go up, and I had a 1k deductible plus insurance would not cover all that was lost, he said he needed to see the tech report which I suppose to receive the tech was not aware of any report and Im still waiting for my copy, and the police report along with the items stolen.
The tech showed up a 3rd party tech and said that the installations to his standard was poor and that the reason the alrm did not sound at the watch center was due to an installation problem, he assured me that it was now working and tested it 3 times and it worked.
I faxed Mr. Brown all the reports he asked for last Friday, I followed it up with a phone call to make sure it was received. I was placed on hold and was later told that his secreatry said that it was received and forward it to their insurance dept. And someone would contact me Tuesday at the latest. I called againg Tuesday afternoon, and again Wed. To leave a message to Mr. Brown who in my opinion is avoiding my calls a simple we received your reports our insurance co. Is going through it and we will get back to you would be the profesional thing to do.
Finally Each time I called I told him that one of the doors that they broke into was damaged and that I was told I would be charged for a tech to come out and install the alarm, although their equipment failed. This company leaves a lot to be desired...
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