I have experienced poor customer service, poor management involvement, and poor communications with ASG. On 7/10, I called ASG to schedule an appointment for repair/replacement of a security camera at a house where I am designated as the caretaker. The representative (Rep) was able to provide a next day appointment between 8 and 8:30 AM.
On 7/11 I waited for a Technician to arrive from 8 - 47 AM and decided to call customer service to find out why the Rep had not shown up. This is the point where problems began. The Rep told me they would check into it and call me back within a couple of minutes. 35 minutes later, I had not received a phone call, so I called again and spoke to a different operator, but requested to speak to a supervisor. I was placed on hold for 10 minutes while an attempt was made to reach a local manager in San Antonio. The call was terminated by ASG while I was on hold. I waited another 10 minutes to see if ASG would at least call back, but that never occurred.
I then called the VP for the Austin/San Antonio area whose number I had from a previous, personal complaint against ASG; he was unavailable, so I called the Area Manager in Austin, who sent a Tech out. The manager blamed the corporate office for not knowing that meetings are held on Wednesday mornings and technicians do not respond to calls until after 9:00 AM. My appointment initially scheduled for 8 - 8:30 AM was actually accommodated at 10:00 AM. The manager could only offer an apology, but there was no concern for my time spent waiting.
The technician stated he would have to return since the camera was not working. He also stated they don't keep those cameras on hand and that it would have to be ordered. Now I have to reschedule a time, one week later - for installation. The technician also refused to leave a temporary camera stating he needs it for other jobs. I had to call the operations manager to complain and ensure the owner would be compensated for all of the issues experienced and particularly for the lack of surveillance in the absence of a temporary camera. The operations manager was willing to work with the owner after I suggested I would email them both for a resolution on compensation.
My personal experience with ASG centered around the same issue - extremely poor communication, poor customer service and less than desirable service. Today's visit was even worse.
If you like poor service, have patience for being shuffled around from one person to the other, like having multiple appointments for one problem, or enjoy poor communication, then you should use ASG. If you are looking for great customer service coupled with management who cares, then I recommend you weigh all options before deciding to do business with ASG. I am on a three year contract and WILL NOT renew services given my experiences.
Buyer Beware...
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