SSD SYSTEMS

I had been an SSD customer since January of 1995. In August of 2008 I did some home improvements and had SSD replace the burglar alarm sensors. And I signed a two year service contract. Later that year I changed my phone number and contacted the company regarding that change and had them come out to do additional work. Late April 2009 I switched phone carriers but kept the same phone number. Two weeks ago I armed the alarm before leaving the house, when I came back home I found one of my doors open, yet no one from SSD had called my cell or home phone. I immediately called SSD they had me perform a few tests, then they asked if I had a phone line (land-line). That really shocked me because the only reason I kept a land line was for the alarm. I told the rep I had reported changing my phone number, but aside from that the only other change I made was switching phone companies in late April of 2009. This incident uncovered the fact that SSD HAD NOT been getting signals from my alarm, hence NOT monitoring my premises since May of 2009. I was baffled because during all this time they kept sending me bills and I paid for their “monitoring” services in addition, I had tripped the alarm two or three times during that same time period. And each time I called in to report the false alarms, yet SSD techs never mentioned any anomalies, nothing . . . for 30 months! Initially, their service dept. offered to send out a tech to my home who would charge $119.00 for the first hour and $49.- for any additional half hour. At this point I was outraged, trying to understand how could they justify those charges when I had paid them a TOTAL of $750.- during the last 30 months for ABSOLUTELY NOTHING, if anything they owed me a refund for services NOT performed. My call was transferred to the “Customer Relations” dept. I demanded a refund and expressed my desire to cancel their service. Travis Whiteside explained to me that his supervisor Doris Robertson would have to address that issue and that she would call me back, which she did. She was very patient, I not so much and regret having lost my temper, but she kept assigning responsibility for this LAPSE on me and kept referring to the contract I had signed with SSD that obligated me to provide a phone line for the alarm system to function, which I did. I also notified them immediately after I changed my phone number. NOWHERE in the contract is it stated that I have to inform SSD of phone carrier changes. I’m not a technician, I’m not mechanically inclined and I’m sure there are hundreds, if not thousands, of unsuspecting consumers in my same predicament assuming we have surveillance, but in reality we are left completely vulnerable by SSD. Doris Robertson would not admit to any wrong and refused to return my payments, she offered to send the tech over to my house for free, but I cannot trust an alarm company that is asleep at the monitor. I asked for her supervisors name and I called Sheila Affeld, whom I assume is related to the owner of the company, John Affeld and too importantt (or just on the payroll list for tax purposes) to take my phone call because i called her twice left her a messages and never got a call back. I called a third time and was transferred to another supervisor Tracy??? a supervisor that, when I called the 4th time, could not be identified as an employee of the firm. A sales rep contacted me next trying to settle my complaint with an offer for “supervision” services!!! Please! This was mid December and I had business trips and SSD had limited reps on the field. Finally, I scheduled a rep to come out to my residence on January 9th, I was under the impression that he was going to give me an estimate for a wireless system . . . his work order was to replace a faulty contact on a door, the same faulty system that has not been sending any signals to the monitoring center since 2008! He left saying that he would relay my request to a sales rep . . . this company’s services are worthless!!!! YOUR LIFE AND YOUR FAMILY'S SAFETY WILL BE AT RISK!!! DO NOT HIRE THIS OUTFIT, STAY AWAY FROM THEM!

THE COMPANY ALWAYS RESPONDED IN A TIMELY MANNER AND WHENEVER THE ALARM WENT OFF, FALSE OR NOT, THEY ALWAYS CALLED AND REPORTED TO US IMMEDIATELY. WE NO LONGER USE THEM BECAUSE WHEN WE WENT TO INSTALL NEW EQUIPMENT ABOUT 2 MONTHS AGO THEIR PRICE WAS WAY TOO HIGH.