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Reviews Security System Monitors Intelife Security & Automation

Intelife Security & Automation Reviews (11)

Intelife Response (including Customer Service Software notes and Service Call Ticket Software Notes Camera Sensitivity Background Information Our standard operating procedures and checklist details our technicians review the camera sensitivity during training immediately following installation which was completed on 11/22/ The camera sensitivity may have to be adjusted by the customer occasionally during the year due to the “motion” record function (IE., snow/storm can cause thousands of motion events which the camera will automatically record if set to high sensitivities) Failing to do so may cause the camera to utilize all the data clip storage available for that month on [redacted] Other potential aoptions that may be presented to customers who experience issues is that they purchase a SVR to record all clips (which will record over old data as new clips are filmed) or to purchase a less sensitive motion sensor to mount outside to tie into the camera However, these options are rarely neededComplainant Response The complainant states that he tried to call our office on May 18th and May 23rd but our call service and CSR software systems do not have any reference to a call until May 25th as detailed in the last update in the Service Call Ticket Software NotesOur CSR representatives tried several times to call back with no answer, so on May 30thour CSR rep left a message on Mr [redacted] voicemail to call us back to resolve his service issue as detailed in the Service Call Ticket Notes On June 8th, the Complainant called in and left a message for our office to call back Our CSR reps called back the next morning on June 9th but could not reach the complainant so left a voicemail message to call back on the afternoon of June 9th On June 19th, the complainant called back again and we were able to reach him by phone the same day at 7:pm At this time our CSR rep set up a service call later that night with Adam P [redacted] (Head Technician) to discuss camera sensitivity and options The CSR also offered the complainant a free month of service to compensate him for these issues Our Head Technician talked to the customer that night at 7:pm The technician again reviewed camera settings and how to set sensitivity The technician also reviewed other options to fix motion on the camera as listed in the background and as noted in the Customer Service Software notes below The customer did not choose to do either of these options On July 5th, Adam P [redacted] callled the customer again as a customer service follto discuss these and other camera options (See Service Call Ticket Software Notes) However, the customer did not desire to make any further changes The customer has not called nor emailed the Intelife office with any other additional issues following this July 02:pm discussion, and since June 19th Intelife has not been aware of any additional issues with the complainant’s system since this time Our company will be more than happy to schedule service for Mr [redacted] if he is still experiencing any issues But as shown, the customer has not shared any issues with our company since the June 19th camera sensitivity adjustment In addition, the customer did not state any issues during our company’s customer service experience follcall on July 5th Therefore since this customer is still under contract, and has not requested any additional service, along with the fact that our company voluntarily refunded the customer a free month of service during the period in question, [redacted]

Final Consumer Response / [redacted] (2000, 8, 2015/10/01) */ After many more phone calls to Intelife Security & Automation, and uninstalling the alarm system ourselves and putting it on our doorstep, someone from the company finally came to take the alarm system away from our residence [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ Contact Name and Title: [redacted] Director Contact Phone: XXXXXXXXXXX ext [redacted] Contact Email: ***@intelife.ca Hello Mrs***, I believe your account has already been cancelled, your contract terminated and your equipment was removed as per your request on Friday, August 31st, which was the day you filed this complaint against our companyResolution with you was reached that same day, we also have proof of email from you acknowledging the resolutions on September 1st, Therefore I am not sure about the nature of your complaint As a company we strive to provide great service for our consumers, therefore I thank you for sharing your experience with usOur emphasis on customer service is also shown through accommodating your case within our company, without legally having to do soYou have signed a legal binding contract with our company for the term of months (5-years), which upon early termination you were supposed to pay the outstanding balance of your agreement as the hardware was provided for $CAD and you were making the payments over the next months for the productNo where on the contract does it state that you are allowed to cancel the agreement within the month period, as you still had our hardware and servicesOur company can also post the copy of such agreement on here or send it to you VIA email for proof, or if you have misplaced your copy You called our organization several times and spoke to our personnel several times, therefore I am not sure why the above was stated in your complaintEach time you called our notes show that you were given an option to cancel your contract and were informed about the cancellation fee, which you refused to pay and hung up on our representativesWe also have a final note on file stating that the last time you called our organization you in fact explained to our customer service manager that the reason you were actually cancelling the contract was in fact due to sudden unemployment With that being said, our organization decided to help you and cancel your contractual obligation, take a loss on used hardware that you had purchased from us, then changed your mind and went above and beyond to accommodate your service needsI am not sure what else we can do for youI feel that this complaint is ill caused as our company went above and beyond to accommodate your personal situation, and we have proof of your emails in regards to the resolution of the issues noted above along with other relevant materials Please reach us directly if you have any further questions or concerns

Initial Business Response /* (1000, 14, 2016/05/16) */
***
* Customer had been signed to a monitoring service agreement with Intelife
* Intelife installed a fully functional interactive security and door lock system in the customer's home
* Customer had locked
themselves out of their house, a situation which can only arise due to one of two reasons:
The equipment was defective
Customer neglect, understanding or mishandling
Defective equipment is identified at the time of installation*** is currently using *** Smart Lock equipment which is winter rated for extreme temperatures and it is very uncommon for equipment to malfunction to months after the installation is completeIn the customers circumstance if the situation does arise Intelife warranties the product and will replace it with a fully operational smart lock upon customer request
The Intelife automated door lock has multiple means of entry including mobile access from smart phones, additional key entry or access codes to gain entry into a premisesPrior to the end of automated door lock installation Intelife technical staff will spend time with a customer to educate customer on product use & trainingA customer may not have access as a result of a damaged door, forgotten passcode, lost key, poor understanding of system or no internet accessThe combination of all of these factors is highly unlikely but should the situation arise customers will likely be without access
* In this particular situation the customer had contacted a third party: The Reliance Protectron monitoring station customer services departmentThe discussion between the customer and third party service was not conducted by any Intelife employee, and any reimbursements discussed in this conversation were not guaranteed by Intelife as a company and at no point did any authority at Intelife agree to providing monetary reimbursement for a locksmith
* In addition, the manager who had spoken with this respective customer has not been employed at Intelife since the winter of This manager has never had any authority to issue any monetary reimbursements without the company's permissionAs this manager was also the main point of contact for the Revdex.com, no longer being an employee with the company has caused Intelife a multitude issues with the Revdex.com as he is no longer able to rectify any customer service situation
* Unfortunately for both parties this circumstance has caused a significant inconveniencesIntelife at this point cannot provide any financial recourseIntelife will not take on any monetary promises made by third party companies including Reliance Protectron or former employees who have no authority issuing reimbursements
The customer resolution: did not pay any cancellation fee and is currently cancelledIn addition, the alarm system and all additional equipment has not been removed from the housePlease see attached document for the equipment listed below which is still currently sending test signals on Alarm.com verifying it's existence in the homeThe approximate retail value of this equipment is $Canadian Dollars

Initial Business Response /* (1000, 14, 2015/07/07) */
This customer has missed documented appointments to perform a quote at their site for their requested camera systemAdditionally the customer signed a term agreement in our store in *** and has breached the contract regarding site access and
payment since Installation
We are happy to arrangenge cancellation and removal of her systemShe has been told this many times and refuses to book a removal as her actual intention is to be sold products below retail pricing (the cusomers are looking for discounts it appears)
There are many internal notes to support the many many interactions with the customer and her spouse
At this time, Intelife is willing to remove her system and cancel her term services agreement with *** *** to resolve the matter
If we are still unable to process a removal or payment for services rendered, legal action will be taken against the complainant
For further information please contact:
*** ***
General Manager
Intelife Security & Automation Ltd
XXX-XXX-XXXX
X-XXX-XXX-XXXX

Here are the contracts we received from them and the two books We received stickers and the sign thing for outside. That was it We did not get this schedule I don't have that

Hello,Attached is the Schedule of our Monitoring and Equipment Agreement, which the customer has signed and acknowledged/confirmed the understanding of its details on a voice recorded phone call and by signing the Monitoring and Equipment Agreement itself.We requested the consumer to provide us
with the proof of cancellation notice given to our company within the days by fax, registered mail, or personal delivery as described and requested under the Consumer Protection Act, The customer has failed to provide such proof of cancellation within the days and as such we are legally allowed to charge the cancellation fees applied as a result of breaching the signed contract prior to its expiryThe customer was presented with the option to pay the cancellation fee or resume the current services in placeThey did not want to pay the cancellation fee and instead decided to keep the servicesWe also received many slandering, abusive, derogatory emails from the customer directed to Marina, which was mentioned in the customer complaintWe are more than happy to send copies of such if needed.My guess here is that the customer failed to properly review their signed agreement and now due to their frustration, they are trying to slander our company** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** *** *** *** *** ** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** ***Thank you and have a great day,Team Intelife

Initial Business Response /* (1000, 14, 2016/05/16) */
[redacted]

All Intelife Technicians are trained to install smoke detection away from the kitchen as a precaution not to cause any false alarms. This respective customer indicated that they would like the smoke detector near the...

kitchen against technical recommendations. The smoke was installed near the kitchen at customer request. As the smoke detectors stay permanently monitored by Reliance Protectron on subscription, false alarm signals were sent to the authorities reporting an potential harmful incident.
* April 21st 2015 an Intelife technician attended the customer's site to move the customer's smoke detector from the kitchen and walk the customer through how to use the system.
* Customer called Protecton to cancel August 19th 2015 due to their smoke detector causing false alarms as well as they were unsure on how to use their [redacted] App
* October 22nd 2015, the customer was still wanted to cancel therefore the customer was canceled through Protectron.


The customer did not pay any cancellation fee and are currently cancelled.
Initial Consumer Rebuttal /* (2000, 16, 2016/05/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This reply from the company at least confirms that our service is cancelled and we thank them for that.We had significant troubles contacting this company, which is what initiated our Revdex.com complaint.
We disagree with the chain of events as described by the company; however our primary objectives were
1. To confirm our service was cancelled.
2. To have the equipment removed from our home.
We still have their equipment physically installed in our townhouse and it is ready for the company to pick up anytime they would like it back.

Intelife Response (including Customer Service Software notes and Service Call Ticket Software Notes Camera Sensitivity Background Information Our standard operating procedures and checklist details our technicians review the camera sensitivity during training immediately following installation...

which was completed on 11/22/16.  The camera sensitivity may have to be adjusted by the customer occasionally during the year due to the “motion” record function (IE., snow/storm can cause thousands of motion events which the camera will automatically record if set to high sensitivities).  Failing to do so may cause the camera to utilize all the data clip storage available for that month on [redacted].  Other potential add-on options that may be presented to customers who experience issues is that they purchase a SVR to record all clips (which will record over old data as new clips are filmed) or to purchase a less sensitive motion sensor to mount outside to tie into the camera.  However, these options are rarely needed. Complainant Response The complainant states that he tried to call our office on May 18th and May 23rd but our call service and CSR software systems do not have any reference to a call until May 25th as detailed in the last update in the Service Call Ticket Software Notes. Our CSR representatives tried several times to call back with no answer, so on May 30thour CSR rep left a message on Mr. [redacted] voicemail to call us back to resolve his service issue as detailed in the Service Call Ticket Notes.    On June 8th, the Complainant called in and left a message for our office to call back.  Our CSR reps called back the next morning on June 9th but could not reach the complainant so left a voicemail message to call back on the afternoon of June 9th.   On June 19th, the complainant called back again and we were able to reach him by phone the same day at 7:21 pm.  At this time our CSR rep set up a service call later that night with Adam P[redacted] (Head Technician) to discuss camera sensitivity and options.   The CSR also offered the complainant a free month of service to compensate him for these issues.   Our Head Technician talked to the customer that night at 7:57 pm.  The technician again reviewed camera settings and how to set sensitivity.  The technician also reviewed other options to fix motion on the camera as listed in the background and as noted in the Customer Service Software notes below.   The customer did not choose to do either of these options.   On July 5th, Adam P[redacted] callled the customer again as a customer service follow-up to discuss these and other camera options (See Service Call Ticket Software Notes).  However, the customer did not desire to make any further changes.   The customer has not called nor emailed the Intelife office with any other additional issues following this July 05 02:54 pm discussion, and since June 19th Intelife has not been aware of any additional issues with the complainant’s system since this time.   Our company will be more than happy to schedule service for Mr. [redacted] if he is still experiencing any issues.  But as shown, the customer has not shared any issues with our company since the June 19th camera sensitivity adjustment.  In addition, the customer did not state any issues during our company’s customer service experience follow-up call on July 5th.   Therefore since this customer is still under contract, and has not requested any additional service, along with the fact that our company voluntarily refunded the customer a free month of service during the period in question, [redacted]

Final Consumer Response /* (2000, 8, 2015/10/01) */
After many more phone calls to Intelife Security & Automation, and uninstalling the alarm system ourselves and putting it on our doorstep, someone from the company finally came to take the alarm system away from our residence....

[redacted]

Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: [redacted] Director
Contact Phone: XXXXXXXXXXX ext [redacted]
Contact Email: [redacted]@intelife.ca
Hello Mrs. [redacted],
I believe your account has already been cancelled, your contract terminated and your equipment was removed as...

per your request on Friday, August 31st, 2015 which was the day you filed this complaint against our company. Resolution with you was reached that same day, we also have proof of email from you acknowledging the resolutions on September 1st, 2015. Therefore I am not sure about the nature of your complaint.
As a company we strive to provide great service for our consumers, therefore I thank you for sharing your experience with us. Our emphasis on customer service is also shown through accommodating your case within our company, without legally having to do so. You have signed a legal binding contract with our company for the term of 60 months (5-years), which upon early termination you were supposed to pay the outstanding balance of your agreement as the hardware was provided for $0.00 CAD and you were making the payments over the next 60 months for the product. No where on the contract does it state that you are allowed to cancel the agreement within the 4 month period, as you still had our hardware and services. Our company can also post the copy of such agreement on here or send it to you VIA email for proof, or if you have misplaced your copy.
You called our organization several times and spoke to our personnel several times, therefore I am not sure why the above was stated in your complaint. Each time you called our notes show that you were given an option to cancel your contract and were informed about the cancellation fee, which you refused to pay and hung up on our representatives. We also have a final note on file stating that the last time you called our organization you in fact explained to our customer service manager that the reason you were actually cancelling the contract was in fact due to sudden unemployment.
With that being said, our organization decided to help you and cancel your contractual obligation, take a loss on used hardware that you had purchased from us, then changed your mind and went above and beyond to accommodate your service needs. I am not sure what else we can do for you. I feel that this complaint is ill caused as our company went above and beyond to accommodate your personal situation, and we have proof of your emails in regards to the resolution of the issues noted above along with other relevant materials.
Please reach us directly if you have any further questions or concerns.

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Address: 2020-10060 Jasper Ave Tower 1, Edmonton, Alberta, Canada, T5J 3R8

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