GuardTronic Inc has monitored my fire system for my business (Michael's Mansion) since July 2011.
After a 2nd false alarm call within a 2 month period, I was told (via phone) that I probably need a new battery. I asked what the cost would be and requested to know the location of the battery within the system because we could replace it. I was informed that there would not be a charge for the battery replacement because it was part of my monitoring fee. I then asked that they schedule a technician to come and do the battery replacement. A couple of weeks passed and I received another false alarm call.
I asked why a technician never came out and was told they showed an open service call and would have a technician give me a call. He called the next day and again told me there would not be a charge for the battery replacement. When the technician arrived he replaced the battery and told me there was not a charge for the replacement and did not leave a service ticket. Then I received a bill in the amount of $93.23 for the battery replacement. I sent a letter to GuardTronic telling them that they had made a mistake and asked them to remove the charge. They did not remove the charge and informed me that the technician was misinformed when he told me there would not be a charge.
We have been talking with manager Jordan B. who has been arrogant, rude and has no concern about us as a customer. Mike, my business partner called and spoke with Jordan and was treated with extreme disrespect. His intimidation included insinuating that "the state regulating agency was in his pocket" as he had them on speed dial. He implied that he and Amy are friends. He actually called Amy H. at the Arkansas Private Investigators and Security Alarm Installation and Monitoring and manipulated the conversation. He told Amy many untruths about Mike's and his conversation as a prelude to the 3-way conversation. During the 3 way call Jordon used the term, in his contract, numerous times. Amy then stated that the issue we had was not under her jurisdiction. Mike requested a copy of the contract. After receiving another request for payment for the battery replacement without the contract copy Mike requested, I went to GuardTronic to talk with Jordan and explain what happened.
The waiting area is not air conditioned. It was 97 degrees outside and felt the same inside. There are no fans. The table and chairs they have for seating were not clean. I asked if we could go back in a cleaner, cooler area to sit down so we could discuss the dispute. Jordan's response was why would I was you to back there and why do I want you as a customer. He also told me he is not responsible for what his technicians say when they are working a service call. He kept saying we need to look at our contract. When I was ready to leave the waiting area the door was locked and after 2 attempts I was not able to open the door. I felt trapped. That caused me to have a panic attack. Which appeared to give Jordan pleasure. I left the waiting area with hair that was dripping wet with sweat.
I was told by another alarm company that alarm companies are required to perform a yearly inspection/check of systems they monitor. If they had done that yearly check they would have known the battery was bad before it failed. They haven't performed a check since our monitoring began. They have not allowed me to speak to the technician. I have also requested a call from Brannon R. the security consultant that sold us our system and monitoring. I was told by Jordon, "that he does not want to talk with you". They have not provided me with a copy of the service call for the battery replacement. They continue to bill me for the service call that I was told would be "no charge". Jordon's customer service skills are non-existent. His concern for the client is minimal if at all. We believe there is a personal reason for his actions and he has singled us out. I can't imagine that his business would continue if he treated each customer as he has treated us.
GuardTronic provides a service that is required for businesses to be compliant with fire code.
They should be cordial, fair and respectful in dealing with their clients. I would not recommend them to anyone.
I think that what they have done is in violation of codes regulating their business. What they did to us is deceptive and fraudulent. How many other businesses have experienced this type of scam and just paid the bill to remain Fire Code compliant? I want Guard ronic to remove the charge for the battery replacement. I want an apology from Jordon B. for the his mistreatment of myself and Mike as a customer. I want him to take responsibility for informing his technicians about costs for services provided during a service call. Proper training can help ensure that GuardTronic is not engaging in deceptive practices. I want them to provide a receiving/waiting area for customers that is clean and maintains a pr
GuardTronic Inc has monitored my fire system for my business (Michael's Mansion) since July 2011.
After a 2nd false alarm call within a 2 month period, I was told (via phone) that I probably need a new battery. I asked what the cost would be and requested to know the location of the battery within the system because we could replace it. I was informed that there would not be a charge for the battery replacement because it was part of my monitoring fee. I then asked that they schedule a technician to come and do the battery replacement. A couple of weeks passed and I received another false alarm call.
I asked why a technician never came out and was told they showed an open service call and would have a technician give me a call. He called the next day and again told me there would not be a charge for the battery replacement. When the technician arrived he replaced the battery and told me there was not a charge for the replacement and did not leave a service ticket. Then I received a bill in the amount of $93.23 for the battery replacement. I sent a letter to GuardTronic telling them that they had made a mistake and asked them to remove the charge. They did not remove the charge and informed me that the technician was misinformed when he told me there would not be a charge.
We have been talking with manager Jordan B. who has been arrogant, rude and has no concern about us as a customer. Mike, my business partner called and spoke with Jordan and was treated with extreme disrespect. His intimidation included insinuating that "the state regulating agency was in his pocket" as he had them on speed dial. He implied that he and Amy are friends. He actually called Amy H. at the Arkansas Private Investigators and Security Alarm Installation and Monitoring and manipulated the conversation. He told Amy many untruths about Mike's and his conversation as a prelude to the 3-way conversation. During the 3 way call Jordon used the term, in his contract, numerous times. Amy then stated that the issue we had was not under her jurisdiction. Mike requested a copy of the contract. After receiving another request for payment for the battery replacement without the contract copy Mike requested, I went to GuardTronic to talk with Jordan and explain what happened.
The waiting area is not air conditioned. It was 97 degrees outside and felt the same inside. There are no fans. The table and chairs they have for seating were not clean. I asked if we could go back in a cleaner, cooler area to sit down so we could discuss the dispute. Jordan's response was why would I was you to back there and why do I want you as a customer. He also told me he is not responsible for what his technicians say when they are working a service call. He kept saying we need to look at our contract. When I was ready to leave the waiting area the door was locked and after 2 attempts I was not able to open the door. I felt trapped. That caused me to have a panic attack. Which appeared to give Jordan pleasure. I left the waiting area with hair that was dripping wet with sweat.
I was told by another alarm company that alarm companies are required to perform a yearly inspection/check of systems they monitor. If they had done that yearly check they would have known the battery was bad before it failed. They haven't performed a check since our monitoring began. They have not allowed me to speak to the technician. I have also requested a call from Brannon R. the security consultant that sold us our system and monitoring. I was told by Jordon, "that he does not want to talk with you". They have not provided me with a copy of the service call for the battery replacement. They continue to bill me for the service call that I was told would be "no charge". Jordon's customer service skills are non-existent. His concern for the client is minimal if at all. We believe there is a personal reason for his actions and he has singled us out. I can't imagine that his business would continue if he treated each customer as he has treated us.
GuardTronic provides a service that is required for businesses to be compliant with fire code.
They should be cordial, fair and respectful in dealing with their clients. I would not recommend them to anyone.
I think that what they have done is in violation of codes regulating their business. What they did to us is deceptive and fraudulent. How many other businesses have experienced this type of scam and just paid the bill to remain Fire Code compliant? I want Guard ronic to remove the charge for the battery replacement. I want an apology from Jordon B. for the his mistreatment of myself and Mike as a customer. I want him to take responsibility for informing his technicians about costs for services provided during a service call. Proper training can help ensure that GuardTronic is not engaging in deceptive practices. I want them to provide a receiving/waiting area for customers that is clean and maintains a pr