Dear Disguntal,
I am very sorry that you have been experiencing difficulty with your alarm system and wish to address any concerns or issues that you may have. It is my #1 priority to insure that you are satisfied 100%. I have some questions... Firstly you mentioned that the system we are monitoring was one that you already had in your house correct? Meaning we did not install it. What monitoring rate are you paying and when you signed up for the service did you take advantage of the lifetime warranty that includes parts and labor and lightning? We offer many different options regarding monitoring and the customer has the option to take advantage of any of our additional services. If a customer opts for our lowest rate of just $17.95, this is just for basic service that includes police, fire and medical. There is no warranty. Should you desire to have a warranty the monitoring rate would then be $29.95 per month on an existing system. Because we did not install your system for you it is difficult, without having a technician do an onsite inspection, to determine the cause of your malfunction. When a system reprogramming takes place the technician does an inspection of the system and confirms that it is properly communicating with the monitoring center. It is very possible that your system started to malfunction sometime after the initial installation but this is just speculation. I notice that you never mention having a technician come to your home to diagnose the problem, has a technician ever come to your home to check the system? I understand all of my customers concerns as I am a customer myself but I can only assume that the disagreement with customer service was over the cost of the service fee for the technician to come to your home to check the system because when you signed up you chose not to take advantage of the warranty. Is this what happened? Please try and understand that if you did not have a warranty like with any other product i.e. television, air conditioner or appliance there would be a service charge.
I would at this time like to extend an olive branch to you and give you my direct number so that you may contact me to resolve this issue, I also welcome any and all other consumers who have or have had an issue to contact me as well. My name is Mark Tosoni and I am the General Manager for the central Florida area. I will do my best to insure that all of your issues or concerns are addressed.
Thank you,
Mark Tosoni
General Manager CF
Safeguard America
[protected]
P.S. Safeguard America's parent company is Safe Home Security and we are members of the National Burglar and Fire Alarm Association- NBFAA. You can verify this by going to www.alarm.org.
Thanks,
Mark Tosoni
Please be advised that that I have been notified that this particular complaint blog has been setup by one of our competitors. A potential customer advised me that they were directed to this site by a competitor in an effort to sway the decision of choosing an alarm company in their favor. This is an unscrupulous practice and I advise anyone who is directed to this site by an alarm salesman be wary of the company they are dealing with. An alarm company should earn their customer's business by providing superior service and laying out the benefits of going with their company, NOT bashing or fabricating misinformation.
As a result of these false accusations I issue a challenge... Any customer who arrives at this site and is concerned about the honesty, reliability and excellent service of our company will be provided with a 100% satisfaction guarantee. This means that if for any reason you are dissatisfied with our service and we are not able to resolve the issue within a reasonable time will be able to cancel their contract WITHOUT penalty. Please advise your security representative that you would like to take advantage of this guarantee. I challenge our competitors to offer the same guarantee of customer satisfaction.
Have a wonderful day.
Please also take the time to utilize the search feature of this website site to take a look at the other security company's complaint history. I am proud to say we have the least complaints of all our competitors. ADT, Brinks, Broadview etc. have pages and pages of complaints. This should be the ultimate barometer of our customer satisfaction.
