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December 2023 by Renée Gabbett
We had a wonderful experience with the sales person who walked us through the alarm system process and was recommended by a trusted neighbor.Unfortunately the alarm itself was pretty faulty and touchy as it went off regularly, when we closed a door too hard or dropped something. The glass break went off every time there was a strong wind.When you are dealing with something such as an alarm system to protect your home and loved ones, you rely on quick and helpful customer service, this is not the company. Over and over again we had issues with customer service. Then we thought we were done with Alert Protective for good, we sold our home and moved out of state over 2 years ago, followed all the protocols of canceling online through the online portal and followed up with a Word.doc per recommended by Noor the rep I spoke with. They suggested a follow up email stating the day of the closing and I set the date for the very same day with the attachment.Cut to last Friday, after received a bill every single month for two years, and having them say "sorry, we will document that you have closed your account" for two years.We had $754.00 debited from our account, for past due amount.They refuse to allow me to talk to accounting and are "investigating the case".We made the mistake of getting an alarm system after we had a bad break-in, and would have done more research but just didn't know what was normal or not. THIS IS NOT NORMAL. Your alarm company should alert you as soon as the alarm goes off, which as I stated, went off numerous times in strong winds and when we called they were very apologetic no one called us to see if it was a false alarm, which does not help if you are in danger. They should also offer to tune up a touchy system if it is not working.Save yourself the hassle and go with a bigger name company that actually has the resources and customer service to handle customers and emergencies.
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August 2023 by Jon Greer
Scott saved me a service appointment by explaining on the phone how to fix my alarm issue.
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June 2023 by Matt Simms
Their service technicians are the worst. They can't competently install a basic residential wired alarm system. And if something breaks they will tell you it's going to cost you almost what you paid to have the system installed in the first place to fix it. And why? Because again the service techs ate incredibly incompetent. I managed to fix the system myself within 5 minutes after the techs left.
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May 2023 by Scott Jenkins
I was a customer of Alert Protective Services from 2002 through 2021. The problem with a security service is you do not know there is a problem until there is one.Initially, I had a problem with a motion detector going off all the time and getting calls. I was told to upgrade my system, which seemed reasonable. I scheduled an appointment with a sales representative. They never came. I took that as a sign I should get another service, which I did. So, I then canceled the service, back in November of 2021. I get billed every four months. I call them and tell them I am not a customer. They remove that bill. Then, I get billed again 4 months later. It's been over a year and half. When asked why they cannot seem to fix this problem, it is because their billing is subcontracted, and it cannot be fixed. But, they are working on it.Now, their security monitoring is also subcontracted. When I had the motion detector problem, no one in the monitoring service was particularly interested in helping me troubleshoot the issue. The call focused on two questions: 1) What is your security word? 2) Do we need to call the police? Have a problem that does not fit in that category, such as a motion detector that is malfunctioning? Your call, and not their problem.In any event, even though I used them for many years, I would suggest using another security services company, one that does not subcontract out their core business, and one that can invoice you correctly for services provided.And, in anticipation for the stock response that they provided another negative reviewer, I went through their procedure, cancelled in writing. I have the dates and times of my many calls and emails. If you do not have my cancellation paperwork or all the emails I have sent, do not worry. I can provide you with another copy.This is not a security procedure problem. It's a customer service problem that you folks cannot seem to fix. If you want to respond, check your records and tell me you will not invoice me again for a service I have not received or paid for in over a year and a half. Also, stop hiding your customer service problems behind pretending you are looking out for your customer's security.
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April 2023 by Kiran Gulwani
Worst company ever to get a refund pass 3 months keep keeping you on a loop someone will call back. No one calls back ridiculous lack of customer service no one know anything. I wouldn’t recommend them to anyone
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April 2023 by Matthew L.
Absolute horrible customer service. I cancelled my account and two months later got a bill for service. I have reached out to their billing department 7 or 8 times about getting a refund, and every single time they tell me they'll "leave a note for their supervisor." Nothing ever happens, nobody reaches back out to me and I'm in a Groundhog Day loop of frustration. Avoid at all costs.
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March 2023 by Greg Lundgren
Excellent company to do business with! Great service and very reasonable pricing.
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February 2023 by Jason Pflug
Must have a lot of cancellations since I’ve called multiple times and still have no resolution (canceled on 12/27). I followed Alert’s cancellation process and then was ghosted. Poor customer service and they’re holding my refund hostage!
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February 2023 by Robert Daly
Scott saved me a service appointment by explaining on the phone how to fix my alarm issue. That is great customer service!
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December 2022 by P. McNiks
Very difficult to cancel their service. I've had to contact them repeatedly, then they didn't cancel it on time and so they overcharged me. Getting a refund of the overcharge has been difficult. I hate to say it about a Chicagoland company but I wouldn't recommend them.
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December 2022 by john reschke
Simon was very experienced and did a great job by checking everything and also helped both of us with the app on our phones.All we can say is thank you so much.
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November 2022 by Dimitrios L.
canceled account in February , but have not stopped . service was ok but charging even after service canceled is not right
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October 2022 by Michael S.
As a 7 year customer of Alert Protective, I was incredibly frustrated with how our relationship came to an end. I canceled service a few days before moving out of my home and was told I would be charged a $60 fee for not providing 30-days notice. I emailed Alert and expressed my dissatisfaction with this policy. I received no response. After following up was told they would hold firm on this policy. This was motivating enough to not sign up for new service in my next house.I later received a recurring subscription charge several months after canceling my service. I called and was told that there was an error in their software that billed previous subscribers and they would take off the charge. After calling and following up 3 times, the charge was never removed. I had to go through my credit card to get a refund.I would not recommend using Alert. The product is fine but the customer service was poor and at times borderline antagonistic. After giving Alert multiple chances to address the problem they created, I became frustrated enough that I was compelled to leave a review.
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May 2022 by Paul J.
Update - I cancelled service in December 2021, based on the review above. In February 2022 I received a bill from them. I contacted them and was assured that the charge was "an error" and that the account was "closed". I received another bill in May 2022 that had to be "cancelled". No apology for hassling me. and assured that it wouldn't happen again. We'll see. Very disorganized and poor record keeping. Strongly suggest any other alarm company
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January 2022 by Frank M.
we needed a new alarm company because the previous company closed. alert was able to service the existing alarm and add their alarm app to work as new. don't be fooled by other alarm companies promising and can not deliver. if you want a quality alarm for your business or house and if you want cameras installed or maintained call alert. knowledgeable staff and quality products.
