TROY SECURITY SYSTEMS

We are out $2,500, as the entire faulty system had to be replaced, and we are out almost $10,000 for plumbing repair in the barn office; despite repeated calls and promises to have the second system in that barn before 12/31/2009, they did not do the work and the pipes froze and burst in January (the system includes monitoring heat). We had problems from the beginning. The house system was installed (though not by the professional we expected - the person had a young man do the actual installation) and the check was cashed within the hour after writing it. Then the trouble began. When the alarming didn't work, someone came to check and was surprised to find it was set wrong. They fixed it, but we continued to have trouble and no one returned multiple calls. We also made multiple calls regarding their promise to get the barn office system done before year end (for tax purposes). After the pipes burst in the barn, we gave up calling and got another company to do the barn office work and to try to figure out what was wrong with the house system. What we all saw when they opened the system shocked us -- the system was not installed to code and there were many errors, both major and minor: The errors included: 1) No ground on panel 2) No DSL filter 3) Wrong wire for power 4) Wrong wire for CO detector 5) CO detectors not connected and no EOL relay 6) No alarm sound in basement home office, where we spend much of the day 7) Magnets on some alarmed doors not in alignment 8) Wire runs in basement ceiling not secured 9) Loose terminals on panel 10) Smoke detectors wired into system wrongly 11) Furnace room heat and smoke detector loop wrongly connected (not supervised) 12) Keypads badly mounted - nothing underneath to secure them There were others, but this list should suffice. We tried calling the company to give them an opportunity to bring the system up to code but no one returned our calls. We tried sending the company a certified letter, to which they never responded (though they received it). We couldn't possibly be more disappointed. We had heard only good things about this company, and its Angie's List reports from 4-5 years ago were "A" but something has gone wrong. Perhaps it's the new management, but we got NO SATISFACTION AT ALL. Promises were not kept, work was not done as promised or to code, work that was supposedly tested before leaving the premises didn't work (and until a supervisor came to the house and discovered we were right, they acted as if WE were doing it wrong!), NO MONEY was returned to us and due to business and family issues we didn't even take them to Small Claims Court - plus, as they were a well-known community business, we tried to give them the benefit of the doubt. But since they did not even have the courtesy to apologize or return any of our letters or calls, let alone refund our money for a totally useless system that had to be completely replaced, we feel we should at least warn others. Basically, this was a system that would have endangered our lives.

The company is very easy to reach by phone. When you call a real person picks up. Family run business. They deliver what they promise. Work was scheduled the same week I called. Work was neat.

THEY WERE EXCELLENT AND CONSCIENTIOUS OF MY TIME. THEY MADE AN APPOINTMENT FOR WHEN I COULD BE HOME. I THOUGHT THAT WAS CONSIDERATE. THEY ACTED LIKE REAL PROFESSIONALS AND DIDN'T WANT TO CHEAT ME. THEY TOLD ME WHAT I NEEDED, AND THAT IS WHAT THEY REPLACED.