Business ProfileforInterface Security Systems LLC

I have been with this company since 2009 when they bought out my previous company. They told me in 2023 that I had to update my equipment or my service would be turned off. I paid $959 to update system. They put in fine print but did not verbally tell me that It was another 5 year term. The system does not work, alarming all the time. It took monitoring 27 minutes to call me to tell me a fire alarm went off. After I updated the system, they then raised my rates approximately $20/month. I have paid on a gold maintenance plan since 2009 (and before with the other company). I have had service techs out to fix a problems with the new system and get billed $213.50 each time. I then have to deal with customer service and billing to get the charge taken off. **************** tries to tell me that the gold plan only covers routine issues. I would be very aware of this company.

To whom it may concern, In June of 2023 we were notified that ******* was planning to remove her landline and needed a quote on upgrading her system to digital. She worked with a local representative and decided to move forward with upgrading her panel, keypad, adding temperature sensors, and switching to the *** technology that would allow her system to communicate without a telephone line. The additional *** technology, maintenance on the new equipment, as well as adding a remote management app did increase her monthly amount by $20.41. We offer different term agreements based on the amount the customer is willing/able to put down. In this case, she put down 56% percent in exchange for a 5-year term. All customers have a 3 day right of recission to read over their agreement and challenge any items they do not agree with. ******* was enrolled in our Gold Maintenance Plan. That plan covers normal wear and tear on the equipment and labor between the hours of 8 AM 5 PM, M-F. It does not cover Acts of God, damages to the system caused by other issues outside of normal wear and tear, and battery replacements. We have been on site four times since the upgrade in October of 2023, two of those charges were billable, see details below. We did, however, end up crediting these two calls as a courtesy to ******* since she had been a customer for 22 years and wasnt clear on what the maintenance program covers. That has since been explained to her in detail. 10/7/23: Multiple zones in fault, customer recently had a power outage, rebooted alarm panel, tested. 4/23/24: Power Outage on site, technician had to reconnect the second keypad back to the customers WiFi and relinked the primary bedroom keypad to the main keypad per her request. At the time of the event that she reported as having a delayed response time, we had several high priority signals being worked. The event was a Temperature Alarm, her basement stairs temperature was reporting lower than normal. These types of events are sent through as a maintenance signal, not life threatening, we call as quickly as possible. Our ****************************** did review all the above when closing her account. We would like to thank her for being a loyal customer for so many years and are here to help if she has any further questions. ******************* Customer Experience Manager ********************** Direct: ************ |TF: *********************** 1844 ********************************************