Sad to see their service declining over the years. For the record, I have been a customer since 2016 and was really happy with their service. I happily accommodated price increase during COVID since I thought they deserve a price increase. Long story short, years ago, I accidentally triggered the panic alarm, and within 10 mins, both me and my wife received a phone call from the monitoring station. Back then, I felt protected by this company and they were truly an award winning security company to me. Lately I had another accidental trigger of panic alarm, but no one contacted me, so I first reached out on Jan 18th to find out why. Receptionist said she would let their VP Rod Mackie handle this. Sadly he was so hard to get ahold of and I had to follow up three more times (on Feb 1st, Feb 12th and Feb 27th) to get a frustrating reply from him. Never expected getting an answer could be this difficult. What frustrated me further was that he accused me of not providing a premise number/ an emergency number for them to use, so that there wouldn't be a phone call, which was just not a legit excuse. If you could do it years ago, you could do it now. What's worse, when I questioned on what have changed, his reply was "I cant really speak for something that happened a few years back or how it was handled. I can only try to fix things going forward." Rod, you fixed nothing. You just made your company look really bad.
- Approximate cost of services:
- $4,000.00
- Company Response
I want to clarify a couple of things. We have not had a price increase since you became our customer. You mention declining service over the years, yet your file has no record of negative feedback or issues until this recent, chargeable Police dispatch. I want to remind you that charges for Police response stem from the municipality, not Protection Plus. Protection Plus does not absorb these charges.
I apologize that it took longer than usual to get answers for you. You were informed that I would not be in the office until after February 5th. February 12th, I sent an update email informing you we were still awaiting answers from the monitoring station. At no time did we forget about your concerns, but yes, it took longer than expected.
For your information, I do not lie in people’s faces. To suggest this is ridiculous and insulting. I never said you didn’t supply an emergency contact; I told you never had a home phone line for us to call. As I explained, panic signals are emergency signals. The procedure is to call the premises and then dispatch the police. With no premiPoliPolice, the monitoring station went right to dispatch the police.
You compare it to another dispatch that happened just over five years ago. I will repeat: I have no way of knowing or finding out the particulars of a dispatch from over five years ago. To expect otherwise is not reasonable.
We are just thankful that this panic button activation was accidental on your part. Our discussion and your perspective would be very different if this were an actual event, as we responded following ULC protocol to notify the police as soon as possible.
Despite the rather personal nature of your comments, I want to thank you for the years of business, and I wish you all the best in the future.
Rod Mackie, Vice President
