SECURE ELEMENTS INC

Issues: After detailing my security concerns, the owner installs a new security system in the house that he had no experience configuring. I have long flat walls on the exterior of my house. He proceeded without asking to install an exposed phone line approximately 4 feet from the ground, against a long flat wall, all while drilling holes in my newly installed brick. When I discovered this long, exposed, easily cut phone line strung across the exterior wall, I had him remove it immediately and just configure the cell phone piece. It took several visits for him to finally get that working properly. Fast-forward...a year passed and I was due a decrease in my monitoring fee based on his program. It took months for him to correct the billing. Fast-forward again...I was in the hospital one day with no cell phone access and at some point came out to make a call and received alerts that someone had triggered the alarm by entering the house. Being 60 miles away at the time, I immediately called the monitoring company and was advised yes the alarm was triggered but the police were not dispatched. WHAT??? So the alarm was triggered and after some seconds a monitoring service rep came over the security system and because someone in the house said they were a police officer the monitoring company did not dispatch the real police. Not knowing what happened I wanted my security code changed and was advised I needed to contact the security company (Secure Elements). I called and left a message and days later I received a call back. The owner took some information and said he was going to pull the transcripts from the monitoring company and get back to me. I received NO response. My house could have been emptied prior to me having to leave the hospital, my child in the NICU, to go home to see about my house that was 60 miles away. My contract expired a while ago and I am on month-to-month billing. I have been trying to cancel my service for well over a month now; calling, emailing, sending multiple letters, having the monitoring service contact him and even a certified letter which he accepted. Yet I still receive an ever increasing bill. The monitoring company says to ignore the bills but that is not good advice. My experience with this company (owner/installer) was and continues to be riddled with incompetence and severely lacking customer service. If this is what you are looking for, Secure Elements of Richmond,VA is for you.