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Stratagem Security Inc.

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Reviews Stratagem Security Inc.

Stratagem Security Inc. Reviews (3)

The business has responded.  Please see below:
This issue has been brought to my attention as of 4/**/2015. I have read the complaint and brought together the staff involved with the...

scheduling of our service as well as billing. First, I find it inexcusable that we would ever tell any customer that we cannot provide service for their security system. Although it is true that our normal business hours for service are between 8am and 4pm, we have on many occasions been able to accommodate early morning and late afternoon calls. Second, if billing would have looked at why the customer was unhappy and not willing to pay for the monitoring service, we may have been able to properly address the situation and provide the repair for a better final outcome. Our position on this is the $300.00 bill for monitoring is to be credited and closed out since we did not send a tech to repair the system to working order. As for the remaining balance for the contract to expiration, we did not live up to our end in providing a reasonable accommodation to repair the system so that too will be credited and closed out. As a consumer I can say that I would probably have responded in a similar manner had the roles been reversed. I have made our staff aware of being more empathetic to accommodating these situations and have included in our collections policy to have these situations brought to my direct attention for review. Ultimately the responsibility for this situation lies directly on my shoulders. Please accept my personal apology for the experience you had and thank you for taking the time to make us aware so we can truly provide better service moving forward. Kind Regards, [redacted] Stratagem Security Inc.

Top notch customer service! They are very well versed in all services including security, home automation and cameras. Always a big risk switching companies but absolutely 100% worth it. They go the extra mile to make sure you are totally satisfied and know how to operate everything.

Review: When I moved into my house there was an existing alarm, which was ran by [redacted] alarm company. As the years passed on the owner of [redacted] passed away and the alarm monitoring was purchased by Stratagem Security, they called and said that they needed to update the system and would continue a year to year contract that was already in place. After the system was updated, there was a power outage that shorted out something in the system leaving a constant light on, I called Stratagem many times to schedule a repair, I got told that the service hours are only 8 am to 4 pm. There are no Saturday or evening appointments available. I explained that no one could be home at those hours, I needed a 4pm or later appt. I was told that my repair man lived around the corner from my home, so I asked if I could be his last service repair of the evening since he took his repair truck home with him, they said no, I said ok what about first thing in the am, they said they do not operate like that. They were not very helpful with that. This went on for months, at this point I called again and explained to them to please cancel my service because the alarm has not worked properly in months. They never followed up with me they just started to send bills, after months of back and forth, I changed alarm companies to someone that can do a Saturday service call. I received a call from Stratagem, that said I owed money and said that if I could pay the last of around $300 they would not pass it to collections, and if it went to collections the bill would than be $1000.00. I explained to the lady on the phone that I was not paying the bill because they were not very helpful in repairing my system, all she said was you still owe the bill. I have tried on many occasions to work this out with them, now they have sent the bill to collections, the collections company is not willing to hear me speak, they yell at me. I think this whole situation is unacceptable, everyone I have come in contact with is very unprofessional.Desired Settlement: A zero balance and out of collections.

Business

Response:

The business has responded. Please see below:This issue has been brought to my attention as of 4/**/2015. I have read the complaint and brought together the staff involved with the scheduling of our service as well as billing. First, I find it inexcusable that we would ever tell any customer that we cannot provide service for their security system. Although it is true that our normal business hours for service are between 8am and 4pm, we have on many occasions been able to accommodate early morning and late afternoon calls. Second, if billing would have looked at why the customer was unhappy and not willing to pay for the monitoring service, we may have been able to properly address the situation and provide the repair for a better final outcome. Our position on this is the $300.00 bill for monitoring is to be credited and closed out since we did not send a tech to repair the system to working order. As for the remaining balance for the contract to expiration, we did not live up to our end in providing a reasonable accommodation to repair the system so that too will be credited and closed out. As a consumer I can say that I would probably have responded in a similar manner had the roles been reversed. I have made our staff aware of being more empathetic to accommodating these situations and have included in our collections policy to have these situations brought to my direct attention for review. Ultimately the responsibility for this situation lies directly on my shoulders. Please accept my personal apology for the experience you had and thank you for taking the time to make us aware so we can truly provide better service moving forward. Kind Regards, [redacted] Stratagem Security Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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Description: SECURITY CONTROL EQUIPMENT, SYS/MONITOR

Address: 2 Westchester Plaza, Elmsford, New York, United States, 10523

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