cori w.'s review of Security One

Security One

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Customer Reviews & Ratings
Complaint Posted 10/6/2016
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Avoid Security One at all costs
This is a warning for anyone considering Security One monitoring services. I signed up in December 2014, and 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 happening 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 (not using the alarm at all was the recommended action by the Security One technical support staff). 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. And 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. 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 is 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 them, just cross your fingers that you don’t have any issues with your equipment. I refuse to let them tarnish my credit rating, or so have paid them for the five months I had no service, and will continue to pay them until my contract is up. But I will share my rating where I can - they are a scam that takes over other alarm company clients offering lower monitoring fees, but care nothing about maintaining their contractual agreement, or providing service or support to their clients. They claim to be a member in good standing of the BBB, but have a poor rating and don't respond to claims. They also claim to be recommended by Angie's List, but they certainly aren't any more. Take your money and run!
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Additional Business Information
Hours   Phone   (888) 584-5152 Address   11601 Wilshire Blvd. Suite 500
Los Angeles, CA 90025
Website Email
Contact   Claudio Hand Other  
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