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| - This is more a review of the customer service than the alarm responsiveness itself, which has been fine. There seems to be a disconnect between the sales and the service. First, my sales rep, David King, will not return my phone calls now that the deal is done. When we did speak, I told him I was unhappy with the key chain remote I was given in lieu of a second panel for my bedroom. Initially he was accommodating, telling me he would get me the second panel and I could return the key chain remote. He toild me he checked with his supervisor and it would be done. When I called the local office to set ujp an appointment to get the panel, they said I could not get it and they tried to talk me out of it. In fact, when I explained the reasons for wanting it (my bedroom is upstairs and if I needed to override a window, I would have to go downstairs to do so. As a senior citizen, I wanted to be able to have them contact paramedics in case of an emergency since I live alone rather than just have them summon the police via the key chain), I was told the only way to get that panel was to buy one from the company. The cost? Originally I was told $150, then the price became $299 as they "checked" their rate sheet. I called my sales rep, David, to tell him of my experience and he promised to talk to his supervisor and get back to me. That was over a week ago and despite several messages to him, he has not called me back. Consequently, I got online to research additional panels from the manufacturer of my main panel and found the one I would have gotten from Gaylord on Amazon for $72.00 BRAND NEW! So much for fair pricing from Gaylord. So what must that panel really cost Gaylord???? What an exorbitant mark-up.
Also, when the system was installed I was given a motion detector rather than individual window sensors. This device was supposed to be animal safe for dogs under 80 lbs to not set it off. I have a Wheaten Terrier that weighs 35 lbs and is 16 years old and relatively inactive. Apparently he kept setting off the alarm. When I called the company, rather than come over to try to adjust it, they simply said it won't work with my dog and wanted to sell me 4 more sensors (they would give me 2 for free) at $90 each (which is also available online for $60 each -- so much for fair pricing). When I complained and said I wouldn't pay more money and reminded them my 3-day right to cancel the contract was not up yet, they finally capitulated and gave me all 6 for free. I would have preferred the motion sensor. When I spoke to corporate tech support, they told me they could have tried to adjust it or given me a motion sensor designed for bigger dogs.
The bottom line is once you have passed the initial 3-day right to cancel period, they've got you and there is no recourse for the next 3 years. I would not recommend this company to anyone considering an alarm system. All alarm companies do the same thing. So if you are buying a system, remember It's the customer service that counts.
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