SG3 SECURITY LTD

Alarm Systems
Unit 1 - 1921 Broadway Street Port Coquitlam BC V3C 2N2
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HomeStars  >  Alarm Systems in Port Coquitlam  >  SG3 SECURITY LTD  >  Disappointed customer service
Ms Lee in Coquitlam
Ms Lee in Coquitlam
4 reviews Coquitlam, BC
1/10

Disappointed customer service

We had SG3 Security Ltd. installed our security cameras and alarm system in year 2015. We chose SG3 because they are local and seem reputable with their 4-5 stars reviews on facebook and yelp. In fact, everything seemed nice in the beginning. George seemed friendly and responsive during the first year.

Over the span of more than 3 years however, we have had windows sensors not working or responding to the security panel; and when I called for service, I was always asked to leave a message to arrange for service call - and then, no return call or follow up. When I looked for George, the Owner, he was always out of town for conference and out of reach. The only time he showed up was in year 2016 to replace the security panel in the basement. Other times, I got zero response or follow up from the company. So three of my window censors didn't work for at least 1 year and I had to by-pass those windows every single time before I could arm the house.

So this summer we have finally found another security company who is keen to take over our monitoring services and have all sensors fixed. So we contacted SG3 Security Ltd. via email to give them our "90 days written notice" to discontinue the monitoring services. We thought that we're no longer bound by the initial one year fixed-term and we're free to terminate the monitoring services as long as we give them the required 90 days notice.

We got a call the very next day (surprisingly responsive!) and were being told that the "90 days written notice" refers to 90 days PRIOR TO THE EXPIRATION OF THE RENEWAL TERM, which in our case is May next year. Such termination clause was never brought to our attention We didn't feel good about it of course! We felt upset because of our own mistake for not reading the fine prints in the agreement.

Regardless, we understand that we're bound by the agreement and we should just pay for the remaining ten months (a total of 10 months, from August 2018 until May 2019) even though the monitoring services have already been discontinued. So we wrote them another email to state the same to which they responded within one day! (Surprisingly responsive again) (and efficient) and had someone at my doorstep the next morning to collect their GSM device and our cheque for the full amount (as per contract - total $429.98).

All settled, or so I thought.

Moving forward to 1st of August, our bank notified us that we're still being charged by SG3 Security Ltd. for the month of August, which we have already paid via the last cheque. So I wrote them an email to request for refund and guess what? It's been a week. I sent them a reminder and yet, NO reply from them as to date. Not even a call.

In short, based on our actual experience with SG3 Security Ltd., we conclude that they are responsive and efficient ONLY when they want money from you, for instance:
(1) when your credit card on file has expired, they call you promptly to get updated credit card info;
(2) when you want to discontinue their services, they call you rightaway to inform you that you are stuck with them until the end of the auto-renewal term; and
(3) when you have a cheque ready for them to pick up at your place, they call and show up at your doorstep the very next day.

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Company Response

Mr. Lee,

Over the term of your time with SG3 we did come out 3 times to repair windows, but not the sensors. We had to realign the magnets due to shifting of the windows in the frame. This was always done at no charge to you even though not a warranty issue.

Sadly you are correct in the delay getting back to your wife, as I explained to your wife sending me messages on Facebook to my personal Facebook account or calling my personal cellular telephone was not the best way to reach or communicate with the company, that is why we have an office phone number to our service department.

Mr. Lee, we have never received an email from you re: An August visa payment, however reading your comments on here I have looked into it and I find a credit was applied to your account for August 2018. As your account was not closed prior to the 15th, it was sent to be processed on the 1st of the following month.