Complaint Review: Security Networks

We lost our home, our entire home and its contents to a fire, no thanks to a printer leased by Konica Minolta on one week before December...

Since then we have found ourselves having to deal with much, the list is too long ...but most importantly we are focusing on our children, they have been deeply affected by this.  AT LEAST our insurance company, Liberty Mutual, is doing all they can to help us through this ordeal for they TOO see how we are the victims.

 Anyway, not even three days into living the consequences of the sinister and BEING HOMELESS with only what we had as clothing on us at the time, I began reaching out to the companies we had monthly services with:  pest control, home warranty, etc.  EVERY single customer service representative I spoke to asking that they cancel our service until we can figure out what we will be doing, ALL offered their prayers, the condolences, some even "one could hear their tears" tried ever so gently to give us some words of kindness and so on, simple explained that they did need some sort of proof, almost feeling guilty having to ask, but I UNDERSTOOD.  Then, kindly told them so and offered to either fax, email or send by the post the fire report and insurance report we had NO HOME left, at least NOT one we could live in.  It did not take them days, they either called or emailed kind letters to inform us that they had cancelled their service, AND had NOT charged the usual cancellation fee.  Others when they called wished they could do more, but I was simply humbled and grateful for the HUMAN aspect of it all as well as the cooperation.

 NOW...as for Security Networks:  

• First call: TWO days after the sinister - took me more than 55 minutes to get through to customer service

â—¦                      then, ended up with some absolute asinine representative who just put me back on hold for another 35 minutes only to be hung up on

• Second call:  FOUR days after the sinister - could not care less and gave me a fax number to send my letter of complaint - GAVE ME THE WRONG FAX NUMBER
• Third Call:  1 week later - ended up waiting again another 67 minutes plus (I take dubious notes) ended up with yet ANOTHER rep who said that they NEVER got any reports, that the MANAGER was too busy to take my call to try back again later in the day (it was already 4:35PM" or another day and hung up;
• Fourth call - 12 days later - another long wait and asked if they got my fire report  and so on - barely acquiesced and said that this issue WAS NOT THEIR PROBLEM that we needed to continue with the monthly payments

â—¦                      so I asked for explanations as to WHY on that day of the fire, NO ONE from their company called those listed on the ER list because in my online report THEY did get over a dozen alerts of something quite wrong in the home - the rep simply answered she had no clue and did not care!!!!!!!!!  I was irate...furious, insulted

• 
Fifth call - late in January - again another long wait, again the rep claiming they never received ANY document and RUDE saying I was avoiding paying my monthly DUES...I hung up...discouraged for I had much more to deal with
• Finally, I wrote an email to the independent rep who represents this company - he was embarrassed, apologetic, sad as he had been to our beautiful home and met the entire family - and promised to try to help us with this nightmare - NEVER HEARD BACK FROM HIM
• One day later:  called again their customer service number - still another LONG wait - over 45 minutes...tried to explain the situation and this TIME here is the response I got:  a laugh when i explained i lost my home to a fire, then the comments, "honey that is not our problem" , and well, we cannot help you at all, then claimed they had NOT received my copies - proof of the fire, when by that time I had faxed it over more than 8 times, called many times...she simply ignored by request to speak to a upper lever manager (Monica), also said that it was NOT her problem that we were NOT ALERTED by the tampering alerts that they had been receiving - that we were most probably ignoring the calls????!!!!!  Then she hung up on me...
• Now March 7:  get a call - saying I am 3 months over due with my payments - I just lost it only to be transferred over to a sympathetic representative but WHO SAID basically this:  the company does not care if you lost the home, the CONTRAT is with YOU the individual, so we will offer you A FREEZE of six months then we will need you to start paying again?????? I explained to him that in 6 months I WILL NOT HAVE A HOME to "set up security"  - he at least apologize but repeated again the same thing!

He did send the that contract I am supposedly signing - which includes services rendered from mid-December through to January???? I was in a one bedroom rented apartment with the bare minimum in clothing, food and well the basics.  Unbelievable.

 NEVER EVER HIRE this company!  Since when is the contract realted to the INDIVIDUAL and NOT THE LOCATION that is supposedly being monitored, protected, serviced.  WILL I call back all the other companies that serviced us YOU BET   - they were absolutely incredible, human and just outright professional - companies like Lady Bug, One Guard Home Warrenty, APS, COX, The Pool Man, of the few that come to mind right now.  AS FOR Security Networks, I am NOW seeking legal counsel.

 HOPE this helps MANY TO STAY AWAY.