Safetech Alarm system was called to install security monitoring systems in two units of my home in March 2014. The customer service person (Sharon) did not fully understand my requirements and neither did the installer (Andrew). From the first day the system did not work. I left the country on two occasions and spent part of my time away trying to resolve the issues with Safetech alarm systems. The company president initially ignored all my calls (long distance from 2 different countries) and even at some point untruthfully said that someone from his company had called me (when I eventually filed a report with the Better Business Bureau).
Firstly they charged more than I had signed for on the contract and, in the process of trying to resolve the matter, their staff said the company would provide 3 months monitoring for free. This also did not happen and instead, for the past 6 months there has been NO MONITORING service in my home and the company has charged my credit card a total of $484.43. As at today September 22, 2014, I received an e-mail stating that the company is trying to charge my credit card again! My issues with this company have been raised with the Better Business Bureau with no resolution yet. I will be forced to go into litigation with this company. KINDLY DO NOT DO ANY BUSINESS WITH THIS COMPANY!! I read great reviews and thought they were a good company to deal with, however that has NOT been the case. The company owner, Sean has had NO regard for the life and safety of my family and property by:
1. NOT providing monitoring services to my property from the first day the system was installed on March 27, 2014 to date
2. Exposing my home, the valuables in my home and any occupants of the home to the dangers of break-in, loss of property and/or lives
3. Debitting my credit card with amounts (on 2 occasions) contrary to signed contract on the first occasion and to staff's written intention on the second occasion
4. Not responding to service issues raised and
5. Not possessing the ability to identify loss of monitoring signals to their security monitoring stations
In addition to that, Safetech Alarm Systems has provided second to none in the most terrible, unprofessional service, client experience and after sales service
AVOID DEALING WITH THIS KIND OF COMPANY!!
- Approximate cost of services:
- $484.43
- Company Response
Ms. Otaraki, SafeTech has attempted to reach out to you on numerous occasions to resolve any issue you are experiencing with your security system. We have asked you to allow a SafeTech technician into your home so that he is able to diagnose the problem that you are having with the system and all at no charge to you! I don’t know why you continue to ignore us. Your account is now over 60 days in arrears and your credit card has declined even though you agreed to a 36 month monitoring term.
As per your complaint with the Better Business Bureau (BBB), SafeTech responded to your concerns through the BBB and offered to send out a technician to your house at your earliest convenience. However, you failed to respond. In fact, after making a 3rd attempt to reach you and not receiving a reply, the BBB acknowledged our “good faith” effort to resolve your complaint and closed your file. SafeTech has made multiple attempts to resolve this matter with you. Please call our client service department to arrange an appointment with an alarm technician. Enclosed please find our 3 letters sent to the BBB with respect to your file.
First Response:
Thank you for reaching out. I apologize if SafeTech has caused you any confusion.
During the initial sale, Ms. Otaraki had agreed to a $99 installation charge for a dummy camera and an internet module communicator, which was required in order for the system to communicate to our central monitoring station as she did not have a home phone line. After management approval, the sales representative quickly called to inform Ms. Otaraki that there would be an extra $50 charge to install the dummy camera and the price was revised to $149.00 and this new amount was agreed upon. In addition, while on site, Ms. Otaraki also agreed to an additional charge of $100 for a second keypad. The keypad was installed, and a separate arming partition was created.
With regards to the monitoring payment, Ms. Otaraki agreed to $29.95/month on a 3 year agreement. The method of payment that she provided was credit card, which is charged quarterly, semi-annual, or annually. We are happy to switch her to monthly billing, if she is willing to allow SafeTech to debit her bank account each month. We just need to arrange a pre-authorized payment plan.
Our service manager, Jonathan has attempted to contact Ms. Otaraki on 2 separate occasions to arrange for a technician to check and test her system, at her earliest convenience. We look forward to working with Ms. Otaraki and hope to find an amicable solution to her issues.
Signed,
Sean O’Leary
President
SafeTech
Second Response:
We are sorry to hear that you are experiencing difficulty with your alarm system.
The alarm was working fine at time of installation. All devices were tested at time of install and signals were sent successfully from each device through to our monitoring station.
If the client believes the alarm is not working at present, we are happy to send a technician at no charge to conduct a complete diagnostic check of the system.
It is only reasonable that the client give SafeTech the opportunity to correct any issues with the alarm system.
As the client is aware SafeTech lost money at time of installation only to recover said loss much later through the provision of monitoring services.
The client entered into a three year monitoring agreement and we expect this agreement to be honoured. According to the Consumer Protection Act [Ont. Reg. 17/05, s. 35 (2)], the client may cancel this agreement at anytime during the period that ends 10 days after she receives a written copy of the agreement. This time period has now long ago expired and is not an option at this point.
Please let us know when our technician will have access to your house to inspect the alarm system.
Thank you in advance for you cooperation and understanding.
Signed,
Sean O’Leary
President
SafeTech
Third Response:
Ms. Otaraki cannot simply walk away from her contractual obligations with us.
SafeTech has assisted Ms. Otaraki on numerous occasions and continues to provide monitoring services. A day after the installation, Ms. Otaraki called and wanted to know how to use her system. A step-by-step email was sent informing her on how to use the alarm system. She thanked us for emailing her the instructions on how to arm and disarm her system. On other occasions, our technical support team has provided assistance over the phone to diagnose and help her. However, since she has been out of the country, we have not been given access to her home.
SafeTech is willing to schedule a technician at no charge to diagnose and resolve the issues she may be having with the system. Please let us know when a SafeTech technician will have access to your home.
We look forward to working with you.
Signed,
Sean O’Leary
President
SafeTech