Very disappointed with customer service. We called to cancel and transfer service for our business and after a couple days we were unable to arm our alarm system at home. I called customer service and was told they could not assist and I would have to call back Monday. We went an entire weekend without the ability to arm and protect our home. This is a very unacceptable and disappointing mistake on behalf of this company. Especially when during the call the representative asked many questions About our business and not the service at our residence. Thank you....
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My monitor has a fault and beeped constantly. They attempted to have me follow their checklist of codes to reset my system to no avail. I was then told that it would be 22 days before a technician would be out to diagnosis and hopefully fix my issue. That is not the service that I expected from Safe Touch.
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Lost everything I have worked for for 30 years at my business. Had every piece of equipment that Safetouch provides and got zero response during a burglary. Lost 1.8 miilion dollars. Safetouch is a joke. All smoke and mirrors. Don;t be like I was. Read the contract also. They only have $250 liability in their contract. They do not think too much of their own equipment to have such a low liabilty limit. What a joke.
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I just switched from one major security company to Safetouch and is already excited with the technical changes, security responses, and especially my sense of security. The technician, Sammie C., was extremely focused on properly and efficiently securing my home. He was just as concerned about making sure he trained me thoroughly on the system, as well as leaving my home as neatly as he found it.
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How do I speak to someone in authority about our complete dissatisfaction with Safe Touch. Most recently it is the ridiculous expectation that the earliest service call we can get is 11 days away. On Friday night our panel start ed emitting an unnerving , concentration rattling beep because the room sense battery was low and needed to be changed. This causes the panel to beep loudly every 30 secs. The star key silences it for awhile but for next 11 days we expected to be on duty to stop what we are doing like sleeping to get up and silence it. We are not able to change the battery ourselves and when the 11th finally come around I have to leave work and wait for the technician for a window of time as if my work time is irrelevant. I have disabled the entire system by unhooking the main power and back up source which I told the call center I would have to do in the interim. Even with providing that information to Safe Touch I am sill getting calls from the call center asking us if we know the system is down. This is not the first time we have been at the mercy of the shoddy service coverage in Tallahassee. I really expected more but have come to find out we are just minimal market location for a business which operates from a different city. I have one year left on my contract until I can cancel It and put this horrible decision to go with Safe Touch behind me. I think it is criminal how unsupported we are as Safe Touch customers and you can bet my negative experience with will be reflected in my honest review of the Safe Touch. Perhaps when the service technician finally arrives on the 11th at a yet to be determined time s/he can just check all the potential low battery culprits, the sensors , the panel etc. so that maybe we can make it through the next 12 months not having to rely on the nonexistent Safe Touch customer care and service. Please convey this request to the technician.
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Technician Hosner was great. He arrived early during our appointment window. He came to repair a sensor but did much more. He fixed the damage caused by the neglect and ineptitude of a previous technician. He found an exploded battery in one of our sensors. Hosner replaced the entire sensor with a new one. Hosner also determined that a zone in our house would NEVER arm because the last technician glued the magnetic contact upside down and never tested it. Hosner figured it out and fixed it. He explained what he did and how to check to make sure that zone properly arms in the future. Hosner changed the batteries in my fobs. Hosner tested my alarm and made sure everything was perfect. He made sure I knew what the message in the panel was and how to make verify that previously non-working zone was armed or disarmed.
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From the time Philip arrived, introduced his self, explained what he was to do and I agreed. Philip went to work and didn't stop until he finished the installation of the system. he then explained how to use the entrance pad and also the HIKVISION. Philip was very professional and was able to explain the system to my satisfaction. It was a pleasure to have Philip as the installer. A very good employee. Thanks
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