We signed with United alarms this summer, Bob came to our house and gave us his word that United is the right choice and we will never be left feeling unsafe or without working equipment for any period of time. ( we’ve had bad experiences in the past with our other alarm company )
Bob gave us his word and Cell number so we signed up.
Friday before sept long our alarm disarmed itself. We called United and they told us that either we got hacked or Honeywell sometimes performs updates on the panel that disarms your system but they don’t tell you when this might happen. We where left for the long weekend feeling unsafe, no support or answers from United only that sorry it’s the long weekend. Tuesday afternoon came around no one contacted us I had to call in and they told us sorry it wasn’t Honeywell. It’s could be your panel or a hacker. She proceeded by telling me that anyone with the internet and a computer can hack United alarm it’s just that easy this day and age.. I think everyone should know this. They sent us a tech yesterday to look at the equipment and he was even confused why he was there and offered no solution.
The salesperson should make clients aware it’s a hacker friendly system.
- Company Response
We would like to start off by stressing that United Alarm never said that your system was hacked nor is the Honeywell system you have installed a “hacker friendly system”.
We take accusations such as this very seriously.
The hacking concern was something that you were very persistent and concerned about since it was brought up multiple times throughout every conversation you’ve had with the United Alarm team. There was no mention from Honeywell tech support or the United Alarm team about your system being “hacked”. Honeywell tech support corroborated what United Alarm’s findings were and it has been determined that there was a power surge on your end causing the panel to reboot. You were not left unprotected as the alarm system was working after this isolated incident, monitoring continued on throughout the following weekend and still presently continues. After this was explained to you, you were adamant that you were being hacked.
As United Alarm delved further into this issue, our in house tech team and saw no unusual activity on your account. Since you thought that hacking could have happened, we advised you that the only time this could be a possibility would be if they “hacked” your phone or computer where your own log in information was pre-stored in the device. United Alarm sent out our technician at no cost to you as a courtesy to inspect the alarm installation, measured the voltage of your power supply and found no issues. The alarm system meets all of Honeywell security installation standards all the while fulfilling the top ULC standards in Alberta.