Kamloops Alarm has recently secured a collection firm by the name of ICON Debt Solutions to collect a service charge of $645.12 from me. I am refusing to pay this charge because I did not receive satisfactory service from Kamloops Alarm. Kamloops Alarm retains API as well as 4 other monitoring services for their clients alarm systems. On 2 separate occasions during the summer of 2010, I did not receive response calls from API. I later found out that the contact information on my file was incorrect. Because of these 2 incidents, my curiosity forced me to test my Alarm System and APIs response time, so I activated my own alarm purposely and was very disappointed with a response time of (15-20 minutes).
Under these circumstances I feel I don't have to justify to anyone especially Kamloops Alarm why I the client Customer chooses to replace their service immediately with an alarm firm that has a better reputation of service (Response time of less than 2 minutes). I possess thousands of dollars in artwork in my home as well as other artifacts and belongings of wealth and importance. I refuse to sit and wait for a company to rectify its faults. I feel any sane person would agree with my comment. Not once, did I receive a phone call from Kamloops Alarm to ask me about how I felt about the service I was receiving over the one year period. For instance - A phone call from their Customer Service asking me why I was choosing to retain another alarm monitoring company.
A signed contract should not in any way be binding if the company fails at providing what was outlined in the sales presentation. Its not my responsibility to point out what corrections are required for their business to operate at a high level of customer service and safety. They have chosen an area of business that the public has become very dependent on. It scares me to think that there is a great possibility that someone in our community has had a loss because of their incompetence. Their service failed me several times. I am not in any position to gamble with my life, so I researched the latest and greatest and chose another alarm monitoring provider. I honestly feel that Kamloops Alarm did not comply with their part of the agreement.
When I telephoned their office with utmost courtesy to notify them I was changing providers, I was told an email from me was required for cancellation. Nothing was mentioned to me during that conversation regarding a cancellation fee. Furthermore, I did not receive any response to my email cancellation informing me of a fee that would be charged if I were to close my account. There seems to be a lack of professionalism on the shoulders of Kamloops Alarm. Once again, Kamloops Alarms customer service made absolutely no attempt at trying to contact me to discuss the reasons to why I was closing my account. I am finding that the time frame taken to contact me regarding this matter (18 months) is shocking to say the least. If Kamloops Alarm feels they are at a loss, they then should be approaching API for any loss of revenue.