ComplaintsforSecurity Lock & Alarm
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Complaint Details
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Initial Complaint
12/21/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
On the afternoon of Wed, Dec 8, 2021, I signed a contract for wifi alarm monitoring services with Security Lock & Alarm. It was an upgrade to the landline service I have had with them for more than 1 year. In the early hours of Friday, Dec 10, the security panel in my home started malfunctioning and the alarm was going off randomly. Within 8 hours it went off 3 times. The company did not contact me the first two times. The company could not tell me if someone had entered my home; the equipment wasn't working properly. I was out of town during this time. I contacted them on Mon, Dec 13 to terminate the contract, buyers remorse. There have been other times the equipment malfunctions and the company is not able to monitor my home. The original security company I signed with sold to this company, and did not notify me of the sale. Security Lock & Alarm is still having difficulties getting the equipment of the previous company to work properly.I would like to have reliable security monitoring that I can count on daily.I am enclosing all correspondence for more details. Thank you.Business response
01/19/2022
I am writing to you in response to your letter dated 12/21/2021.
In regards to customer *********************** ***************************************. There are several inaccuracies in Mrs. ******* complaint. The first of which is on 12/8/2021 SLA upgraded the system to a cellular communicator, not ** FI. On 12/10/21 we have record of a long range radio transmitter fault, which is caused by a loss of cellular signal, this is a carrier issue, in this case AT&T. Our Central Station called ************ at 9:11 am and were told that she is out of town please call *******, at 9:14 am they called ************, no answer so they left a message. At 9:14 am it is marked all clear.
On December 13th ***************** called our office and said she wanted to stop her service as she is tired of the ** FI not working and that she wanted an itemized ****. Our office personnel told her that her system was under warranty and we would gladly come out at no charge and give it a thorough check to make sure it was operating properly. She refused and sent an email (attached) on 12/14/21 stating that our services were no longer needed. I called her to try to reconcile the issue, but there was no answer. I replied to her email (attached) and again stated that she is under warranty and we would get everything to her liking at NO CHARGE. On 12/15/2021 we received an email(attached) from *****************, again stating several inaccuracies. I called ************, no answer and left a voicemail asking her to call me directly to try to resolve this issue. After receiving your letter I called again and no answer.
As of today ***************** is current on her account and the alarm system is functioning as expected. She is under contract until 12/8/2024. If ***************** would still like to be let out of her contract I am willing to discuss.
I am going to send hard copies of all pertinent documents as well as this email.
I will continue to attempt to reach ***************** to resolve this issue.
Thank you for your time!
*************************
Branch Manager
Customer response
01/25/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. Security Lock and Alarm have been extremely difficult to work with. The manager stated he called me numerous times and left a voice message. I did not receive any responses on my cell phone. I had to call the company when they disconnected my service, since they did not notify me. They do not communicate well with their clients. If it weren't for the support from the better business bureau, I would still be receiving sub-par security service. Thank you for your help.
Sincerely,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.