Business ProfileforABC Fire & Burglar Alarm, LLC

I am extremely upset with *** Alarm Company located in ******, **. I have had my Home Alarm and ****************** with them for many years. Last year I had a Ring Door Bell installed. Called the company and was instructed how to replace the battery. Followed the step by step instructions by the person with *** Alarm. The tab he instructed me to change the battery broke. The person told me the Door Bell was under warranty, but I would have to pay a $95.00 service charge. My father always told be to be aware of deals. Well now I would have been better off doing business with better references then by looking at price as my decision maker. There was no manager or supervisor available to talk to, I was instructed I needed to wait a week for the owner to contact me. I have been spending $299.40 a year for my Home Monitoring system and $59.40 for the Door Bell. I am now in the market for a new company to do business with.

Thank you for your feedback. Monday April 8, 2024, 1:22pm, Our service department did try to assist you over the phone with steps on how to remove the doorbell camera from the backplate so you could plug it in for recharge. During the conversation, you advised our service coordinator that you broke the release tab while trying to remove the doorbell. Our service coordinator, at that point, advised you that a technician visit would be necessary to see if the doorbell could be covered under warranty. While the PART may be able to be covered under the manufacturers warranty, there is still a service call fee for a technicians visit. When you refused to pay the service call fee, our service coordinator advised he was not able to waive the service fee nor schedule the service call. He also advised that the owners, who are the managers / supervisors, were out of town until Monday, April 15 and will return the call as soon as they return to the office. You then called back Monday April 8, 2024, 4:30pm, stating that you have not received a call back and threatening to tell the entire internet what a terrible company *** is if you had to pay the service call fee.All calls are recorded for quality and training purposes. As soon as I, the owner, returned to the office, I received your voicemail and listened to both recorded conversations. I would like to address a few things in your review. 1)According to all customer contracts, *** provides a ****** warranty on parts and labor. After 90 days, a customer is responsible for a service call fee, and the part is covered under the manufacturers warranty. Your doorbell was installed September 2023. 2)You are correct in stating that there was not a supervisor or manager in the office at the time you called because as a small local business, we the owners, myself, and my husband, are involved in our business and address all customer issues and resolutions that our team is not able to address. Since this was a non-emergency situation, you were informed we were out of office and out of town on a work conference for the week and would return your call as soon as we returned.3)When a customer starts to threaten anyone on my team or the business, the situation must be addressed by me, the owner. 4)You are currently paying $4.95 a month for the doorbell recording and notification features, as well as $24.95 a month for alarm monitoring. While we value your business since 2020, there are policies and procedures in place to ensure *** continues to be in business providing excellent affordable local customer service to all our customers for years to come. One of these policies is that we do not provide free work. This is not unreasonable in our mind since we are not aware of any service business (plumber, electrician, contractor, mechanic) that provides free work. 5)Just because you do not want to adhere to your current contract and pay for the service call fee, does not provide you with the right to spread false accusations or misinformation with the intention of harming ***s reputation or business. This behavior is defamation. You have a right to cancel your agreement and your alarm monitoring according to your contract terms and cancellation policy. According to your review, *** assumes you want to cancel your agreement and monitoring. If this is the case, please follow the cancellation policy according to your contract. If you want to schedule the service call, our service department is happy to help. Thank you for being a customer since 2020.