- Report: #1329216
Complaint Review: Security One - Nationwide
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Author Confirmed
Why?
Security One
Nationwide, USA
Phone:
888.584.5152
Web:
http://securityoneonline.com/
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Security One Alarm company refuses to fix alarm (that is under warranty), but won't stop billing for monitoring houston Nationwide
This is a warning for anyone considering Security One monitoring services. I signed up in December 2014, for monitoring and a "Lifetime Service Plan". Everything seemed to be going ok, until I had some equipment malfunctions one year into my three-year contract.
It took six weeks to get someone out to replace a battery, which was causing a warning to go off every twelve hours (and which required keypad input each time). This warning started going off at 2pm and 2am every night, so I had to disable the alarm myself from the control panel (no help at all from Security One support, whom said only a technician could help, but couldn’t seem to get one out). Then it took five months to replace a faulty door sensor, which caused a false alarm three days in a row (in perfect weather), and brought the police out. In order to avoid a ticket from the police, I had to stop using the alarm entirely until Security One were able to come out and replace the sensor (this was the recommended action according to the Security One technical support people).
Over that five months I had multiple cancellations, no-shows, and technicians showing up with the wrong equipment. All of this to replace a single wireless door sensor stuck to the door; this was not a complex issue requiring hours of troubleshooting.
When all was said and done, Security One refused to give me a refund for the five months where I was not receiving any monitoring service due to the fact I could not turn on my alarm. I even volunteered to extend my contract by the same period, but they told me I was under contract to pay for monitoring services - whether or not I had a working alarm. According to their website they are five star, and “take our rating very seriously”. Over that five months I have written letters to the corporate office, local office, left voicemail messages, and sent in numerous requests over the website, first requesting help escalating the issue, then requesting a refund of unused services. The only response I got was from accounting, once I put a stop payment on my credit card (this was after three months of no alarm, and their inability to get anyone out).
Needless to say, customer service is non-existent, and if you go with Security One, just cross your fingers that you don’t have any issues with your equipment.
