STANLEY SECURITY SOLUTIONS

Stanley/Sonitrol is supposedly a security company. Last week, the wind blew open a door in the middle of the night. They dispatched the police to the site but for whatever reason, never called us. Fortunately, one of the officers knew how to reach me and contacted me independently. I called the company on Wednesday to find out why they never contacted me. No explanation forthcoming. Not much of a security company when they don't notify you there was an alarm and that they have dispatched police to your facility. Had they officer not known me, they would have not been able to secure the facility.

Electric power went off and then back on. This triggered my alarm system. Unable to silence alarm, disabled telephone line.. My neighbor came, removed battery, unplugged telephone line in panel and shut off circuit breaker. This shut off alarm but telephone remained off. Called Chubb(company that serviced and monitored my alarm but was no longer providing service) They gave me number to Stanley Convergent, the company that took over Sonitrol systems. tech tried to walk me through shutting off alarm but was not able because the power plug was up in the attic. Tech said he would arrive in 40 minutes. A Paul Petterson arrived o/a 8:35pm. I turned the alarm back on so he could check it then switched the circuit breaker back off. He looked at some papers that were in the alarm box. He disconnected a wire and plugged the telephone wire back in. I asked if he needed a ladder, he said no, he had one on his truck. He suggested that when the electricy came back on it burned out something. He said he couldn't do much because he didn't have info about my system, even though he looked at a diagram left in the panel in 1991. He wrote up a bill for $470 dollars. Labor was $210.00/hr. I was billed for 2 hours plus $50.00 for coming in the evening. Arrival time was listed as 8:30pm and time completed was 9:00pm. He wouldn't take a credit card but wanted a check. I told him to wait while I get my checkbook. Left him in the dining room to go to my bedroom to get the checkbook and when I walked out of my bedroom he was standing near the bedroom door. I filled out the check, signed the service ticket and he left just about 9pm. I paid $470.00 for one wire to be disconnected. He did not disconnect the system in the attic. I still have an alarm box with wires hanging out and a non working system. Called the company the next morning and was told to hold payment until I got an invoice. Spoke to a Celisa at 1 800 962-7922. I told her I had already paid and could put a stop on the check which I did at a cost of $29.00. She could not find any info on my name, address or telephone for the service. My copy of the bill did not have the work order number, didn't specify whether it was an emergency, no company address or telephone number. Under further service needed it had no. I was able to turn the circuit breaker back on and the telephone was back on. So, basically I paid that amount to have one wire which controlled the audible part of the alarm system turned off. Ms Celisa has been very helpful. I called her today to get the address and telephone number of the company. She again told me to wait until I received the invoice then call her back. Once I receive the invoice and call Celisa, then I'll update this report. As of 24 June 2012, I have not received any correspondence from this company.

For 11 YEARS, my company has used Stanley Security (formerly Sonitrol) for our commercial property . Unfortunately, under Stanleys ownership, their CUSTOMER SERVICE has become ABSOLUTELY AWFUL and they have OVERCHARGED my company more than $7,000. FOUR MONTHS AGO, I requested a Billing Audit because it had become clear we were being drastically overcharged. Stanley had neglected to reduce our monthly fees as we had reduced our warehouse space and security system coverage. We are paying $400 per month (that is $5k a year, more than $40k over the past 11 years.) Over the past 4 years, we have reduced the coverage (# of overhead and entrance doors, and the square footage of space) of Stanley is Security System by about 50%. However, Stanley had NOT reduced our monthly fees. During the past 4 months, I have sent Stanley 12 emails and called them 11 times, and only ONCE did they return one of my phone calls to address our audit request. When I finally got the Customer Service department to talk to me about my concerns, they promised they would evaluate it, and that any retroactive adjustment could only go back two years because that was when Stanley had bought Sonitrol. I said I would live with a refund of any overcharges for the past two years. Finally, they have completed their audit and they are REDUCING our monthly service from $400 to $250, so it will now be $150 LOWER. However, they are now saying they will NOT implement the change retroactively, even though they had TWICE PREVIOUSLY SAID THEY WOULD CHANGE IT RETROACTIVELY. So, they OVERCHARGED us $150 A MONTH for 50 months, that is $7,500 and they originally said they would refund us for 2 years, that is $3,600, and now they will not refund any of the overcharges, that is $ ZERO. I have called the Austin Sales Manager multiple times in the past 2 weeks to discuss this situation and he refuses to return my phone calls. I am glad none of our other vendor partners give us such poor Customer Service. Bill C***, Office Furniture Now