After being told that if an alarm code is sent you will receive a call and you must provide a password or police will be dispatched, which is the way it has always been as we have had a security system for about 15 years with several different carries over the years, we intentionally triggered the alarm to make sure the system worked properly. The company did not set up our password properly so we could not provide the verbal disarm code, the company simply dismissed the alarm without regard to the password. We were very upset as someone could have a gun to our heads, the entire purpose for the security system or could have simply learned of our disarm keypad code and broken into the house while we were gone. After being assured repeatedly that this was a mistake, that it would be taken care of, that the police should have been dispatched, we finally called and spoke with the security company itself and were told that the disarm code they told us to use on a daily basis when used will prevent the police from coming out. No verbal code need be given. There is really no reason to have a verbal code and no reason to answer the call to give a verbal code. Police will not be dispatched at all using any of these codes. We were dumbfounded. So, the system we have which provides for multiple codes so you know who is coming and going is telling the company no emergency exists. The use of the password is just a false since of security. Carl made various different statements to us but he either did not know what he was talking about or simply told us what needed to be said to try to smooth over the issue. Facts and truth did not seem to be an issue. However, we are not getting the service as represented. This company engaged in fraudulent inducement, negligent misrepresentation and is the worst security company we have ever had the misfortune dealing with.