MTC Security Company, Inc.

Review: MTC installed the security system in the house I am renting. I have a difficult time setting the system because the system alerts me that the front door is open (yes, even when the door is closed and locked). I called MTC and they sent a service man to fix the problem. During his 10 minute visit he told my wife that our door was warping a bit making the alarm pieces slightly out of kilter. He said he could repair it but did not have the pieces. He advised my wife to slam the door when trying to set the alarm. He was nice enough to provide us with a 9 volt battery for a ceiling smoke alarm not associated with the MTC security alarm. Ten minutes and he was gone. No repairs, no plans to return and repair the malfunction. Nothing but "slam the door". One week later I received a service bill for $110. I called MTC to complain about the service/bill. The long and short of the conversation with the clerk who answers the phone was to either pay the bill or "they will report it to a collection agency". A written complaint to the Revdex.com is my only recourse. I get the feeling that this threat of collection action is a standard MTC reaction to complaints about their shoddy service.Desired Settlement: I would like a written apology for the horrible customer service by both the technician and the phone answering clerk. Obviously I feel the amount of the bill should be for the cost of the 9 volt battery and nothing else.

Business

Response:

We are the service company for the alarm system at [redacted]. [redacted] called to request a service call to check the front door contact. The technician determined that the transmitter had proper placement and strength. There appears to be a slight warp in the door and slamming the door seems to allow the zone to close on the system. The technician (not [redacted]) replaced the battery in the transmitter. The technician stated that we could replace the wireless transmitter to which [redacted] stated that she could just slam the door as that seemed to fix the problem. The technician provided a battery to the tenant for an electrician device that was not part of our system as a courtesy. Lastly, The technician offered to test the entire system, reminding her that the service charge was for a full hour. She declined to have us test the system. Our base rate for a service call is $110. According to our GPS the technician was there for approximately 20 minutes but did try to spend more time there. If we had returned to replace the transmittter we would have voided this service call and billed for relacing the transmitter- $120 for part and labor. This is standard procedure in our office.

We have sent the owner of the home a letter explaining his tenant's dissatisfaction with our service and offered to cancel our contract with him if he and his tenant would prefer to use another company. Our company policy is that we don't charge any type of cancellation fee .