My family has used D-Tec systems for our home monitoring for the past 4 years. We recently purchased a new home and needed a new system. I called D-tec 6 weeks prior to our move and they agreed to remove our existing system and re-install the old system for a total of $300.
When I originally spoke to Tim (the President of the company) 6 weeks before we moved he indicated that the installer would come to our home, remove all of the contacts from windows, doors, etc and then reinstall at our new house 2 days later.
Tim called me on the day of the move and could not remember why he had me on his calendar that day – I told him it was to uninstall our system. No big deal - people forget things!!! I had to call back 2 hours later (1 hour before we handed over the keys to the new owners) to tell him to get the installer over to our house immediately.
During the same phone call, Tim indicated he had forgotten to book me in for the reinstallation 2 days later but could get the job done the following Monday.
I took another day off work and on the Monday and I called in the morning to confirm the arrival time of the installer. Rick answered my call and appeared to have no idea what I was talking about but then said someone would come at 2pm. At 2pm he called me to say they needed to send someone out to assess the house prior to installation. I told him I had taken ANOTHER day off work waiting on this install and explained the importance of the alarm system given our safety concerns regarding our new pool and our small children. Rick listened to my concerns and was very courteous and understanding. He came personally that day at 330pm to do the assessment. After looking it over, he realized it would cost over $800 to install the system.
I was very frustrated with this quote given the original information I was given. At no time when Tim originally quoted the re-installation of our system did he ask me ANY questions about the new house or what we would need in that home.
After receiving the quote from Rick, I called Tim to try and work out the situation. Tim was unavailable but I was told he would call me back as soon as possible. Tim never called me back. Out of frustration, I asked my husband to call and try to fix the situation. After finally getting Tim on the phone - and I again mention that Tim is the PRESIDENT of this company - he was rude and combative with my husband and hung up on him before my husband could finish explaining the situation.
Prior to this incident, we had never had any issues with D-tec. I am sorry that this company is being run by someone with zero customer service skills.
I would like to thank Rick for trying his best to fix a situation his boss created.
It is unfortunate that we can no longer support this local Oakville business.
