SecurTek Monitoring Solutions (Yorkton)

On August 26th, we had a false alarm on our smoke detector in our home. Securitek called, I told her it was a false alarm and there was no fire. She asked for my "password" which Securitek has NEVER provided to us. When I was unable to give it, she said shwas going to send a fire truck, and immediately hung up.On August 27th, I spoke to their customer service line about discontinuing their alarm monitoring service. They told me I had to send an email, giving a full months notice to [email protected]. Tonight, I attempted to send written notice to that email discontinuing service effective oct. 30, 2015, there is no such email, it bounced back. [redacted]. We have never signed a contract with Securitek, we signed up originally with [redacted], who sold out to Securitek.On September 18th, we received a bill from the City of [redacted] for $93 for the false alarm.Desired SettlementI want securitek to re-imburse us the $93 bill for the fire truck being sent to our house against my direct instructions, and my alarm monitoring service through this company cancelled eff. October 30th. We will be stopping the payments on my wifes credit card to this company eff. October 30th. [redacted]Business Response SecurTek takes customers safety and protection very seriously and so we are not able to cancel dispatching authourities without password verification. When we received the fire alarm on Aug 26, we asked for a password and [redacted] was not able to provide it and claimed that SecurTek changed it. At no time do we take the liberty to change passwords without direction from the customer to do so. SecurTek requested that [redacted] submit a request to cancel services by sending in an email. The reason we needed the request emailed is because we require a verbal password verification in order to take the request over the phone. Again the password could not be recalled or provided by [redacted]. We repeated the email address a number of times and slowly spelled it out for this customer. The correct email address is [email protected] I see that [redacted] included an I in the spelling of securtek in the email address and that is the reason it was not delivered.If this customer would be willing to update his phone numbers and password we would like to keep him as a customer.SecurTek did the right thing sending the fire department when this fire alarm was received.We have since received an email to the correct address and make arrangements to cancel the account with no further billing.

Complaint[redacted]Failure to provide evidence of contract (they bought my previous monitoring company).I contacted Securetek about a terrible monitoring response and asked about cancellation of my service. The respondent made matters worse by never addressing my concerns and suggesting the problem was my fault.This made me want to cancel immediately. I asked for evidence of my financial obligation to them and they have just ignored me since then. Securetek purchased the company that was doing the alarm monitoring when I entered into the contract. I have no evidence that I am still obligated financially to Securetek as the contract details that I signed make no mention (that I can find) of what happens in the event that the company I entered into contract with sells it services to someone else.I asked for verification that I am legally bound to Securetek now that [redacted] (the company I entered into the contract with) no longer provides the service I agreed to pay for.On evidence Securetek is not able to competently provide the service I am paying for. I don't want to pay them to provide poor service.Desired SettlementI would like my contract cancelled with no penalty. In the event that is impossible, I would like to see evidence that I am legally bound to this contract [redacted]Business Response SecurTek Monitoring acquired Mr. [redacted]' contract for monitoring service from [redacted] in December of 2013. As part of the transition of accounts from[redacted] to Securtek, formal communication was sent out in the form of a letter signed by the President of [redacted] and the President of SecurTek. According to our records, [redacted] was sent a letter to advise of this change.Our legal counsel has determined that the contract permitted [redacted] to assign your contract to SecurTek making it a legally binding agreement.We hope we have explained to your satisfaction that your contract has been purchased by SecurTek and all obligations therein have been transferred to SecurTek.As for the level of service, SecurTek did attempt to work with Mr. [redacted]. We received an update to his account from [redacted] who is currently showing as a keyholder on the account, but is not authourized to make changes. We apologize for any inconvenience this may have caused, but we do have strict procedures when it comes to handling updates to monitored accounts. In this case, [redacted] is the only person listed as authourized on the account to make updates or changes. We offered to authourize others on the account, at the request of [redacted]. Many (over a dozen) email messages were received from [redacted] over a span of a about 10 days. This was escalated to the Customer Care Manager who responded to [redacted] by email offering to customize his account to better meet his needs.The reply from [redacted] was "Please do not respond to this message"Mr. [redacted] then proceeds to accuse us of ignoring him. SecurTek has since learned from [redacted] that in the past they ([redacted]) did take updates from [redacted]. However that information was not relayed to SecurTek. We regret that this has turned into such a negative experience for all those involved. Mr. [redacted] has been advised that we can cancel his service if that is his wish. To cancel, we would ask Mr. [redacted] to provide us with an exact date to stop service and verify his password with us. This would result in a billing out of the remainder of the contract, approximately 14 months of service. SecurTek is willing to customize the service in order to better meet the needs of Mr. [redacted]. We are also willing to apply a credit for two months monitoring service as a good will gesture. We hope to resolve this issue and retain Mr. [redacted] as a customer.[redacted]Consumer Response I consider this matter closed but not resolved. They refused to answer specific questions about contract details. [redacted]It is still not clear to me that I am legally bound to them through their purchase of my previous provider. But, I will not break my contract [redacted]Final Business Response SecurTek considers this matter closed. We have placed a good will credit on the account for [redacted]We have explained the acquisition of his contract in detail.The original incident, April 28 was in regards to a phone line trouble. We did take note of the information given by [redacted] but could not update the phone list as she was not listed as authourized to make any changes on the account. We will gladly accept this update or change to call numbers in response to alarms as long as we receive them from an authourized person. [redacted] is listed as a keyholder on the account and not as authourized. We can certainly change that for [redacted]. All we need is a phone call or email from him.I see we had a more recent phone line trouble, on June 3, we did call [redacted] at the site number, it was busy, we then called his mobile number and left a message, we then called his business number but there was no answer. We contacted [redacted] on her mobile 5 minutes after receiving the trouble and after calling [redacted] at his 3 contact numbers first.We are providing a service and can customize action patterns as [redacted] would request. We believe this is good service.We would be happy to process cancellation whenever [redacted] requests the account be cancelled, but depending on the date this is requested there can be cancellation charges as determined by the contract [redacted] signed.[redacted] did request that we "not respond" in one of his emails and so we were respecting this request and accepted his further emails as expressions of dissatisfaction and additional information that he wanted us to note on his account. We have moved from our original position, by offering a credit on the account and now consider this matter closed.[redacted]

Complaint[redacted]very poor service, got us stock in a 3year contract, initially we singed the contract with a local company. After a year, they company was sold to another company outside of the province and since then the service has been changes. [redacted] now only 7month out of a 3 year contract is left and they not willing to terminate the contract without penalty!Desired Settlement[redacted]Let us terminate the contract without any penalty.Business Response SecurTek Managers have spoke to the customer on a few occasions. We have attempted to contact this customer to resolve the issue of cancelling service but were unable to reach her until today. We are cancelling the account with no further billing and no refund. Customer in agreement with this resolution.

I have not received the services/products that were promised by sales man when he approached me to sell the products.[redacted] I tried calling the sales man several times but have not received any response and resolution. I am in free 10 day look up period and I need to cancel the service without any penalty. I did mentioned this to sales man but he hot acted to cancel my service and he is wasting days so that I cross my look up period and then I cannot cancel the service as I come in contract period.Desired SettlementI need to cancel my service [redacted]Business Response SecurTek called the customer and the notification issue has been sorted out. Customer advised their issues have been addressed.

I can't set the alarm system my retail building because of they don't provide information.I took over the grocery business 2 month ago.And also took over SecurTek security service. But I haven't set the alarm system for 2 month. Previous owner didn't give me the security password, so I asked them how to change the password. They said technician would contact me soon. But no reply from technician. I keep asking them how to change the password. Every time they told me technician will call you or send email regarding your concern. But until today I haven't received replies yet. Every month I'm paying their bill. I tried to cancel their service to change other security company, but contract termination date is next year March. When I check the contract, it indicate "same terms and condition of the original agreement" They didn't show me the original terms and condition(contract termination date).This building haven't been secured for 2 month.There is nothing I can do.[redacted]Desired SettlementJust I want to cancel their [redacted] service.If I can't, I'd like to know how to set alarm system.Business Response SecurTek received an email from [redacted] on Friday October 31 requesting assistance in using the security system. Monday Nov 3 a return email was sent to [redacted] with his code and some instructions on how to use the system.Because [redacted] was taking over services from the former owner of the business, it was expected that the former owner would assist by showing him how to use the system. We have placed a credit for 2 months on the account to cover the time that the system has not been used.I called and spoke to [redacted] today and to date he has not tried to use the system. Offered to have some one call him at a prearranged time in order to walk him through the steps of arming and disarming the system. [redacted] advised he would try it on his own and call if he needed help.

Sasktel Securtek monitoring company customer service is not responsive to my alarm unit installed in the house malfunctioning. The malfunction causes it to siren uncontrollably periodically. It cannot function properly and nobody can tell me why or how to fix it. On three separate occasions the customer service was unable to properly connect me to technical assistance. I was told over the phone to power down my unit to stop the alarming by disconnecting live wires. I was not properly informed to contact a private Sasktel Securtek dealer to repair the unit under while under warranty. Now I am fighting to get it covered under warranty and prove it malfunctioned under the warranty period. There is poor communication between the monitoring company and the Securtek dealer that installs the alarm hardware and this has resulted in my home not having a functioning system, disagreements over warranty issues, communication breakdown between people every time I try to end this and get my monitoring system working. The current set up is not functional. [redacted]. [redacted] Several times technical people were supposed to call to resolve this an did not, I had to call back and push for my service. There is no after hours emergency repair. [redacted]Desired SettlementI would like to get out of my 5 year contract that I signed. [redacted]Business Response Customers account has been reviewed. As of August 25, 2016 the issue with equipment has been rectified. SecurTek is unaware of any current issues with the equipment since the installer was on site on August 25, 2016. SecurTek is waiting to hear back from the customer to ensure they are satisfied.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)The company did fix the problem, but it should be noted that I paid $200 for this and had to go through numerous phone calls and more "misunderstandings". The fact that I have a working alarm system is true, but the problem I complained about was customer service. I have no idea what they have done to rectify this. Thus, the problem isn't really solved, but I am tired of spending so much time with them. It took me alot of time and effort to get a new alarm system installed. So, no I am not satisfied, but I'm done complaining and I would like to move on.