Platinum Protection Security Damaged Property Orem Utah
Platinum Protection came through my neighborhood offering "free" systems to "select" homeowners. We thought they sounded good and allowed them to install a system in our home.
Within the 72 hour cancellation period we researched the company and did not like what we found and so sent notice that we were cancelling the contract and for them to come and remove their equipment.
The technician damaged a new vinyl window while removing the sensor and when we refused to sign the work order stating that the work was completed left abruptly without calling his manager to report the damage. We subsequently called the office in Glen Allen, Va and their manager came to our home to look at the damage. When he went out and came back in with a scrapper to remove glue left by the technician I stopped him and told him he was not going to add damage by scraping off glue and that any idiot would know that to remove glue the correct solvent was required. He didn't even bring a camera to take a picture of the damage but used his cell phone and then had the nerve to complain that he couldn't get a good picture of the damage because of the glue residue on top of it.
When I asked the name of their insurance carrier and their agent he didn't know and a call to his manager is Utah brought the response that that was "private" information and was not public. As someone who has worked in the commercial insurance industry for 30 years I know better and informed him of that.
I will never do business with this company again. Their management team are idiots and the technicians don't care about the property of the homeowner.
Brenda
Richmond, Virginia
U.S.A.
1 Updates & Rebuttals
Ryan
Lehi,Utah,
U.S.A.
Unwarranted Animosity
#2UPDATE Employee
Thu, July 31, 2008
I am distraught to see this kind of unwarranted animosity from an ex customer that brought these problems on herself but wants to blame Platinum instead! Her report is peppered with obvious efforts of the company to conduct proper customer service but I will break down the entire situation just in case people don't recognize it.
1. Security Systems are not tabletop devices but are installed permanently in a customer home along with peripheral sensors and related devices to provide proper security. It is a known fact that holes must be drilled, etc in order to install the system. Usually altered areas are concealed by the equipment itself.
2. This customer agreed in writing and on 2 separate recorded confirmation calls that she wanted a security system installed from Platinum Protection. The problem the customer is complaining about only occurred due to the REMOVAL of the permanently installed devices when the customer reneged and cancelled her contract and requested that a PERMANENTLY INSTALLED SECURITY SYSTEM BE REMOVED from her house. Any logical person would immediately recognize that damage is inevitable in order to install the system. The damage is only an issue when the equipment is removed and holes are left in areas where equipment was installed.
3. Most alarm companies have stated in their contract that they are not responsible to repair inevitable or necessary alterations to an edifice due to the installation of the security system and therefore also claim exemption from liability for any damage as a result of a customer requesting equipment removal afterwards. In most cases, when a customer cancels, the customer is left with holes and their own responsibility to repair it since they wanted the system then changed their minds.
4. Platinum Protection is one of few alarm companies that will spend time, effort and money to repair damage for equipment removal when a customer cancels a contract! Platinum reserves the right not to be held liable but actually takes care of damage anyway! Why? Because Platinum believes that even people who don't want to do business with them should have a favorable opinion and recognize that they go above and beyond the scope of a normal alarm company and lose money to take care of people who decide not to be customers! This customer instead chooses to criticize Platinum which is ridiculous!
5. The customer asserts that the manager was unprofessional because he wasn't toting around a professional grade digital camera to document damage on a vinyl window which was only caused (may I remind you) because she decided to cancel a contract she initiated. Also, she complains that she wasn't given insurance information. Customer cancellations and resulting damages are not commonplace at Platinum and therefore the employees are not normally engaged in that sort of detail. Platinum is licensed and in good standing with the state which requires insurance information to be on file. The company is not obligated to give the customer insurance information because Platinum will repair the damage and pay for costs anyways. The customer should recognize how lucky she is that Platinum is willing to lose money to help her repair for damages because she decided to back out of a contract. It says a lot that Platinum is trying to help a customer that is clearly aimed at tarnishing the company.
6. All things were being equal, if someone contracted a home theater company to put holes in drywall and the ceiling in order to install a speaker system and then decided to tear the equipment out after the work was done, there is no way the contractor would be expected to repair the damage afterwards without pay. The funny thing is, this particular ex customer believes it is our obligation to do just that, and we are doing it, but she is still bitter and angry about it! GIVE ME A BREAK!
7. I can understand that perhaps this former customer has a propensity to point the finger and place the blame on Platinum because of her unfortunate experience working in the insurance industry which quite frankly has made avoiding accountability a multibillion dollar industry.
8. Lastly, the rude assertions made by this former customer that the management is idiots (which is grammatically incorrect by the way) and the technicians don't care is completely out of line. The technicians are trained and certified and licensed by the state of Virginia which requires additional licensing and are focused on customer satisfaction. No one from Platinum has ever been rude to this customer in this ordeal but they have been confused as to why this woman is so bitter and angry. I'm guessing it goes way beyond Platinum and this customer won't be satisfied by any company. Beware of doing business with her.
Hopefully logical people out there will realize what a great company Platinum is. Naysayers are a dime a dozen, and this former customer has the audacity to complain about free service that is a result of her own choices. Ironic. I invite you to see what real customers think about Platinum by going to these links:
http://youtube.com/watch?v=TFsFrTKpNsU
http://youtube.com/watch?v=lX6SLaNI70A
http://youtube.com/watch?v=auLRZZUhRq0
and we would be honored to have the opportunity to serve you.