The Bad:
What a horrible experience I had with this company. If I had to use them again, I would rather use my Smith and Wesson and doberman pincher than to deal with such stupidity. I can't post this unless I rate the company between a 1 and 5 star. How about no star for garbage?
1. Seemingly Competent:
The Good:
- Well…that wasn’t exactly true. They charged me to fix the problem and in Janus-fashion disavowed their previous verbal warranty. The moral of the story: have them put it in writing or go elsewhere.
2. Hidden Fees:
1. No Military PCS Clause:
- I mentioned that the alarm system worked pretty well. It did with one caveat; that is, the system went haywire about 2 months into using it. I called S&S and they promptly sent someone to check it out. It turned out that one of their components wasn’t working. When I originally contracted S&S’s services, the previous tenant had an S&S system already installed. It was literally a matter of testing the system and turning it on. Still, I had to pay an activation and installation the same as if I had never had the system installed. S&S assured me that the fees I paid covered any failure in the system.
- Safe & Sound (S&S) seems like a good, competent company with lots of options upfront. If you want your house completely wired with all the accompanying bells and whistles (e.g. controlling your alarm system, a security camera, and the lights from your smart phone), then S&S will make it happen. The staff seems very knowledgeable about their products and their facilities are professional.
- Well…S&S DOESN’T have a clause in their contracts. Instead, they told me at the time of signing that they’d release me from the contract with PCS orders. I took them at their word. They said nothing about needing a particular period of notice in order to do this, even though I asked. When it came time to cancel the service because I had PCS orders, I cancelled more than 3 weeks before my move out date and the date we agreed to terminate the alarm service. **However, on the date they disconnected the service, they charged me another monthly fee within a half hour of my service ending.** I complained to the front office and they refused to give me a refund for services unrendered and then said they needed at least 30 days notice, despite failing to communicate that. They were cordial about the disagreement and memorialized in writing that the contract was over, but felt it was okay to keep my money. In turn, I feel justified in telling any servicemember to do business elsewhere. If not, demand that the PCS clause is in your contract, which they wouldn’t allow me to do because they use a form contract.
- I’m in the military and depend on companies providing coverage under the SCRA or state provisions allowing me to cancel contracts once I PCS from the local area. It makes sense for the servicemember and is good business for S&S.
As I write (7-13-16), the installers are still at my soon to be new home. If I could give one piece of advice, don't use them. One of the installers (who appeared to not even understand the proper wiring to use) damaged my brand new house, by stepping through the attic into my dining room. The attitude was one of "no big deal." Customer service was not much better, either. Flippant, rude, saucy, and "who cares" was the impression I got for my inconvenience. I will have to delay my move in until a contractor can come and repair damages. Once again, no real concern for the problem. I have used many security systems in the past and this is by far the worse. Its all about attitude and customer service and they definitely had an ATTITUDE of who cares. I would not recommend them. I am sorry I contacted them. Homeowners beware! Choose a different company for a system. You'll be glad you did.
- I ended up getting a security system package with the iPhone app. The app never failed and the alarm system worked as advertised (for the most part).
Conclusion: S&S isn’t a bad company, but they have issues honoring their promises. In a culture where customer service is paramount, I cannot in good conscience recommend S&S because their customer service is a giant miss. Mostly, they took money for services they never provided and then blamed the customer.
2. Decent Product:
Safe Sound is a US Electronics Store based in Lawton, Oklahoma. Safe Sound is located at 3801 NW Cache Rd #25, Lawton, OK 73505, USA.
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