This review is for Telus Security and their Security Monitoring Company:
My husband and I got off a 14 hour flight and received alerts on our phones that our home alarm had been triggered 12 hours ago, and we had messages from security monitoring to call them back. My husband did and was told our alarm was triggered, when they couldnt get ahold of us they sent a security guard to check our home, the security guard said the house windows and doors were secure, our home was safe, must be a false alarm. We saw in our security app that the basement motion sensor was triggered first, then the front door, which seemed odd I texted my neighbour to ask if she had heard our alarm or seen anything, since we still had another flight to go before we were home. She sent photos back that were of our broken back gate, and our basement window that had the screen cut and was forced open and left wide open. She said we had clearly been broken into!! When we got home we called the police and filed a report! Someone had indeed kicked in our back gate to gain entry to our yard and broken into our house via a basement window! It was so obvious, how could a security guard have missed that if they had indeed come to our house and checked our home?! They couldnt have! They did not secure the home as they said. And our house was robbed, and left exposed, the front door was left open! It looked closed, but was open! Unlocked and open! No one checked anything! Not only did they fail to call the police when they couldnt get ahold of us as they should have - we could have been shot, stabbed, or otherwise incapacitated and needing help - they also failed again when they sent a security guard who did nothing to secure our home after an alarm had alerted them that someone had broken in! If they had bothered to look they would have seen the wide open window, or the open front door, and called the police!! The only functioning part of this security system is the alarm itself, it sounded properly when triggered and scared the intruder into rushing out with only a small jewelry box - unfortunately full of of irreplaceable family heirlooms - instead of being able to take their time and rob us blind. We live very close to a police station, if Telus/ADT had done their jobs correctly, the intruder could very likely have been caught.
To add insult to injury, when we reported to the Security Monitoring company that there had been an actual break-in and items taken at our house when the alarm went off, they apologized and said the director would call me back. That was 5 days ago, and we havent heard a peep.
We also called Telus to let them know their home security personnel failed, and they said oops thanks for telling us, and that was it.
I fully expected an apology, a follow up, an offer of increased sensors or cameras or stickers, or a discount of money back! The police told me to have a serious conversation with our home security company, because that fail show is unacceptable.
We trust the alarm, but not the company, and have to reconsider Telus Home Security.
