Valley Alarm Reviews (%countItem)
Valley Alarm Rating
Address: 804 Pico St, San Fernando, California, United States, 91340
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co said 1st 1/2 hr free. job lasted less than 1/2 hr. tech left and sat in truck in front of house. gps showed total time truck parked, not the job
re: valley alarm ticket #XXXXX. we had a malfunctioning motion sensor. the company promised us 1st 1/2 hr free tech service. we have been clients for 30 years. we are seniors. nothing was mentioned about trip charges or total expected charges. just first half hour free. tech came in, removed the bad sensor and left. I hurried him out to stay under the 1/2 hour. he went out and sat in his truck out front for around 15 minutes. the company said the gps said he was he was here 45 minutes. he was not. he was sitting outside.they are now charging us $60. I do not owe them any money.
cancel the charge.
I believe this is no longer an issue. We were happy to resolve this issue directly with the customer. We hope they're very happy.
(The consumer indicated he/she ACCEPTED the response from the business.)
they credited my account with the amt they had billed. ie they are not charging me. we have been their customer 30 years. we will stay with them.
Valley Alarm is taking no responsibility for their failed monitoring equipment.
Valley Alarm currently monitors our business. This location was burglarized on 11/22/18 at 2:23am. The alarm was triggered, but we were never alerted by Valley Alarm, nor were the police notified.
We made numerous attempts to contact the call center (XXX-XXX-XXXX) all day and into the evening of 11/22/18 with no success. The phone would ring a total of 9 times and then the call would disconnect. Although this was Thanksgiving, a representative should've been working in the call center because robberies occur on holidays too.
We spoke with a service department representative the morning of 11/23/18 and was promised that a technician would arrive at the business before 5:00pm to determine the problem. A technician never arrived and we were without security monitoring for the weekend, jeopardizing the safety of our business once again.
A technician came out on 11/26/18 and reconnected the system. It was determined that the phone line was compromised and the back-up cellular network was also down. The technician, nor anyone else at Valley Alarm, knew the total duration that the business was without monitoring and neither could produce evidence as to when we would've been notified of the communication breach. It was also never addressed as to why there was no answer at the call center the entire day of 11/22/18. When these concerns were expressed to customer service on 11/29/18, the response was pathetic.
Valley Alarm took no accountability. They unprofessionally blamed us, the business owner, and tried to alleviate their responsibility by stating that it is the consumers' responsibility to test their equipment. As for no response from the call center the day of the robbery, we were informed that the phone lines were down that day and it was "unfortunate" that we could not speak to anyone until the following day.
After suffering through the ordeal of a robbery, we don't appreciate being blamed for a failed service we pay for and we are seeking monetary compensation. In our current business environment, where companies thrive to provide transparency and accountability, I am beyond disappointed by Valley Alarm's lack of professionalism, remorse for mistakes made, and their overall handling of a tragic situation.
We have reviewed our logs for the incident in question. A technician was scheduled to go out on Friday, 11/23, to investigate and repair the system. Per our records, he called Ms., spoke with her, and informed her that he was en route on the 23rd, but no one was on the premises to meet him. He waited and waited, but no one arrived and he didn't get a call from this customer until the next day. At this point, Ms. rescheduled her service visit for Monday, 11/26.
We apologized to this customer as soon as we heard about this issue and provided their resulting service calls free of charge. As Ms. is kind enough to note, we did remind her that she is contractually obligated to test her system each month, as it is imperative to check that the system is working correctly and that she needs to test said system in order for us to be able to detect any issues with her equipment.
Furthermore, her use of the word "breach" is misleading: there was no compromising of her system by anyone. Electronics can and do fail periodically, as this one did. No phone line was ever connected to the alarm, so the cellular unit is not back-up, it is primary. The cellular network that the cell unit is on was not down - the cellular unit itself needed to be rebooted, similar to how internet routers sometimes need to be rebooted.
She has never been without monitoring - we have constant resources at our monitoring station waiting to receive signals from her alarm, whether her alarm can communicate a signal or not. No alarm company can know when a system can't send signals in the way that the customer is expecting, and we are no different in that respect.
In regards to the "evidence" of when we would have notified her of the communication "breach," the idea itself is also misleading; that isn't part of our monitoring service. We simply aren't able to do so for the reasons listed above. Our office phones that were accidentally not forwarded to the monitoring station in no way compromised our monitoring service or the outcome of the burglary - if her alarm had sent a signal, we would have still called her and the police. We had a new phone system installed and there was a programming issue with our holiday schedule. Yes, it was "unfortunate" timing, but also an understandable explanation - it was a holiday scheduling error on a new system that occurred on a holiday.
We are saddened nonetheless to hear of Ms. experience and we would be happy to offer her a free month of monitoring in addition to the free service calls that she has already received.
(The consumer indicated he/she DID NOT accept the response from the business.)
The purpose of this response is to clarify the "misleading" statements from my initial complaint with Valley Alarm and bring attention to incorrect facts Valley Alarm presented in their response.
As for the initial service call, the technician did arrive on the originally scheduled date (11/23/18), but was waiting out in front of the wrong address. I have proof on my cell phone call log that I made a call to the technician's cell phone on 11/23/18 at 5:06pm to check his status but there was no response. I called the technician again on 11/24/18 to see if he could come that day to investigate the problem. Again, no response. The service call wasn't rescheduled until the morning of 11/26/18 when the technician finally called me back. At the time of the service call, I was informed that the request for a service call on 11/24/18, which was a Saturday, had been denied by Valley Alarm because it was the weekend. This was disappointing to learn, proving Valley Alarm's lack of accountability.
Valley Alarm is incorrect with their statement that we have "never been without monitoring." They are also incorrect in stating "the cellular unit is not back-up, it is primary." The cellular unit is the secondary form of monitoring with the phone line being primary. It was determined by the technician that the phone line had been disconnected and the cellular unit was down. With both the primary AND secondary forms of monitoring not sending signals to Valley Alarm's monitoring station, I was absolutely without monitoring for an undetermined period of time. My statement about "the communication breach" is not misleading at all; it is fact.
Valley Alarm's statement "we have constant resources at our monitoring station waiting to receive signals from her alarm, whether her alarm can communicate a signal or not" completely contradicts their other statement "if her alarm had sent a signal, we would have still called her and the police." If both forms of monitoring (phone line and cellular) are not sending signals, but Valley Alarm claims they have resources to receive signals even if my alarm isn't communicating, then why wasn't the monitoring station notified of the intrusion on 11/22/18? I trusted Valley Alarm to secure my business and they failed.
I was with Kelly Protection for many years and never had a problem. The only reason Valley Alarm has my business is because they acquired my account through their purchase of Kelly Protection. Valley Alarm has done nothing to earn my company's preliminary business nor have they done anything to secure future business. Providing the service call free of charge is a moot point and a month of free monitoring is insulting. I am asking for a minimum of 6 months of free monitoring.
We have served Ms. to the best of our abilities and given her every concession that our policies allow. This matter is closed on our end and this will be our last correspondence regarding this matter.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a very vague response. Will Valley Alarm be contacting me directly with a resolution?