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Businiess name:
Firstline Security Incorporated
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Review by:
citysearch c.
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Review content:
I had a ""free"" system installed on 04/06, however the assigned technician was not able to get the system working without errors (after three attempts on three different days). After his first installation attempt, a door sensor fell off as soon as he left the house. After fixing that, he determined that the motion detector was also not functioning and it was replaced. Now the central battery is not charging and he was going to have corporate complete a remote end-to-end diagnostics test and call me with the results. The callback never happened. Luckily I cancelled within my three business day allotment but now I cannot get them to remove the system. To speak with the ""new accounts"" department it normally takes at least 20 minutes on hold to reach someone. The ""specialist"" assigned to my account scheduled an appointment for system removal with the same technician for 5:15PM on 04/11 and of course no one showed. After spending another 20 minutes to reach my specialist, he explained that the technician?s internet access was down and he had no idea that he had an appointment - even though we left him a voicemail on his cell the evening of 04/10! The appointment was rescheduled for today (04/12) at 5:30PM and again no one showed up. Today's customer service experience was the worst; I was disconnected twice after waiting 10 minutes on hold to be transferred to new accounts. It was explained to me on my third time calling that my ""specialist"" was out of the office and no one else was permitted to handle my account AND all managers were too busy to take the call. The operator even took me off hold and asked if I could take a transfer (thinking I was a coworker)! \r
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Overall, both the technicians and the customer service representatives are clearly not trained to standards. Thankfully I was lucky enough to cancel my account in time but now I cannot even give them the system back!\r
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STAY AWAY FROM FIRSTLINE SECURITY!!!!!\r
Pros: Friendly sales force
Cons: Inept Technicians, Horrible Customer Service, Not that Cheap ($44.99/month)
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