Hi Gilad, we are sorry to hear that you did not find helpful our alarm system protection. I understand that you did not like to be called by our Monitoring Stations despite you had disarmed the alarm. Sorry for the inconvenience.
Most clients like us to call right away regardless if the alarm has been disarmed because they could be forced to disarm the system during a home invasion, and they may have not remembered their duress code due to the panic situation.
When you triggered your alarm that day, our monitoring stations called your four (4) emergency contacts before proceeding with the Police Dispatch. Four people had missed our calls and for this reason we rapidly proceed to dispatch the Police.
As per our discussion, an upgrade of your Alarm.com GSM Package would have been needed in order to accomplish your request to avoid being called. When I offered this option to you, you indicated that you wanted to cancel the alarm anyways because there was always someone at home and you thought that an alarm system would not be necessary.
It is important to clarify, that this technical limitation with the most basic GSM package from alarm.com applies to any client in Canada, independently of the Security Company that you are dealing with. Regardless, this technical limitation does not compromise the fast response that we provide to our monitored clients.
Regarding the service call that you mentioned, you may agree with me that I volunteered my time to troubleshoot the “open zone” issue and I found that it was a wire issue that needed to be replaced. Our techs found later that one of your workers damaged that wire during the renovation of your washroom and our techs worked during 50 min. (as opposed to be 5 min.) to replace the damaged wire.
This wire replacement could have been covered by our offered extended warranty, but you thought it was not necessary when we discussed the terms and conditions. It is fear to clarify that when we had our meeting you were very busy and perhaps this is the reason why you missed some important info about the procedures and options you had.
Finally, as all our other reviews reflect, we have extensive experience and we are well known in the industry for our professionalism, honesty, and competitive prices. Our teams of qualified technicians are managed by a professional engineer. This is probably the main reason for most alarm distributors in Ontario to recommend Engineered Alarm Solutions when there is a complex alarm installation or a difficult malfunction to fix.
Please feel free to call me at 416-697-7329 if any further clarification or discussion is needed. Thanks for your time. Have a great day.