Customer Review For Alarm Relay (aka Watchlight):
Recent Review For Alarm Relay:
This customer review for Alarm Relay (aka Watchlight) has been submitted anonymously by present or former client. This site does not encourage or discourage its readers to do business with any particular alarm service provider. Please remember that many of these companies have thousands of other clients that may or may not be happy with their service, and this is only a small sampling of the opinions of their customers. If you have had a good or bad experience with a particular alarm company, please submit your review! Reviews are only edited for vulgar language and spam.
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I have to change from land line monitoring to Comcast cable phone service (Voip) monitoring. Many alarm monitoring companies say you'll need to purchase a "broadband adapter" device to ensure good monitoring over Voip. But an alarm installer friend says he does it all the time without the device. Obviously, I want to see if it will work without the device. After some discussion with Alarm Relay, they said they would attempt without making me buy device.
But then there is the issue that they make you pay for the year of monitoring in advance. Okay, that's the same with my last company, NextAlarm.com. So I ask what happens if I'm not happy when or if Alarm Relay does indeed tell me that I do need to purchase the adapter device. Alarm Relay's answer: "We don't offer any refunds, our accounting dept can't handle refunds." I'm surprised so I kindly (yes, kindly, because I'm more laughing at this than anything else) ask to speak to someone up the mgt chain. The next woman reiterates, "No refunds." I ask, what if I'm not happy, for whatever reason? (You don't know of issues ahead of time, right?) Her reply (and she wasn't accusing me, I guess, but it's never good hearing this), "Some people get proof of monitoring for home insurance discounts and then cancel their monitoring right after, which is insurance fraud, by the way." Okay, that's unfortunate, but how about the honest people, like myself? (Not to mention, isn't there a way around that problem? How about you give a simple call to their insurance company if they cancel in a month?)
I had monitoring for five years with NextAlarm.com (i.e., insurance fraud isn't really my thing). And NextAlarm has a 100% satisfaction guarantee, no questions asked. (I guess their accounting dept can handle refunds.)
The Alarm Relay woman also told me the reason they don't give refunds is because, and you're going to love this, "EVERY ONE of our customers is happy with their service." She says reviews are published all over the Internet and if I look I'll see that they always have good reviews. Wow! The first company in history to never have one bad review or issue! This still leaves me UTTERLY speechless. (Although it does make me consider the integrity of online reviews and who manages them. No offense to this site. Alarm Relay doesn't appear to have a good acct. dept. but could their Interactive dept be brilliant managing reviews?) The only thing the woman could offer at that point was, "Sorry. Can I help you with anything else?"
Bottom line: Alarm Relay's price is extremely attractive. The only reason I considered them over NextAlarm.com was because their monthly fee is a bit lower and, sadly, I'm needing to trim every single dollar I can in this recession/depression. Which is why I am in no financial position to take what amounts to a chance with a new company (Alarm Relay) that doesn't have a 100% customer satisfaction guarantee. But hey, I'm a fair guy. Their price is nice. If they can drop the paranoia (insurance fraud) and big head (we don't get bad reviews) and join the real world, I'm more than willing to give them a chance.
Rebuttal:
The person who wrote this review is NOT our customer, and did not sign up with us. He isn't reviewing our monitoring, just is complaining about the fact that we don't issue refunds. We provide one of the best deals in the industry; people are paranoid that because we don't charge $30 a month, we are not "the real deal". If that were the case, you WOULD see terrible reviews about us, deservedly so.
We provide excellent service to our customers at rates well below industry standard. I'm sorry this gentleman did not give us the chance to prove it to him, but I don't think it's fair for him to try and punch at us when he never had ANY experience with our company, other than a brief phone call.
And as far as his claim that we could just call up the insurance company to tell them that the client quit being monitored, that is ridiculous. A.) We don't make clients give us this information. B.) Who has time to do that? It's just silly. However, I'm sure if we were complicient in defrauding an insurance company and got caught, there would be all sorts of lawsuits and loss of licenses. We have an A+ rating with the BBB. You don't get those kinds of ratings from taking people's money and giving lousy or non-existent service.
I have to change from land line monitoring to Comcast cable phone service (Voip) monitoring. Many alarm monitoring companies say you'll need to purchase a "broadband adapter" device to ensure good monitoring over Voip. But an alarm installer friend says he does it all the time without the device. Obviously, I want to see if it will work without the device. After some discussion with Alarm Relay, they said they would attempt without making me buy device.
But then there is the issue that they make you pay for the year of monitoring in advance. Okay, that's the same with my last company, NextAlarm.com. So I ask what happens if I'm not happy when or if Alarm Relay does indeed tell me that I do need to purchase the adapter device. Alarm Relay's answer: "We don't offer any refunds, our accounting dept can't handle refunds." I'm surprised so I kindly (yes, kindly, because I'm more laughing at this than anything else) ask to speak to someone up the mgt chain. The next woman reiterates, "No refunds." I ask, what if I'm not happy, for whatever reason? (You don't know of issues ahead of time, right?) Her reply (and she wasn't accusing me, I guess, but it's never good hearing this), "Some people get proof of monitoring for home insurance discounts and then cancel their monitoring right after, which is insurance fraud, by the way." Okay, that's unfortunate, but how about the honest people, like myself? (Not to mention, isn't there a way around that problem? How about you give a simple call to their insurance company if they cancel in a month?)
I had monitoring for five years with NextAlarm.com (i.e., insurance fraud isn't really my thing). And NextAlarm has a 100% satisfaction guarantee, no questions asked. (I guess their accounting dept can handle refunds.)
The Alarm Relay woman also told me the reason they don't give refunds is because, and you're going to love this, "EVERY ONE of our customers is happy with their service." She says reviews are published all over the Internet and if I look I'll see that they always have good reviews. Wow! The first company in history to never have one bad review or issue! This still leaves me UTTERLY speechless. (Although it does make me consider the integrity of online reviews and who manages them. No offense to this site. Alarm Relay doesn't appear to have a good acct. dept. but could their Interactive dept be brilliant managing reviews?) The only thing the woman could offer at that point was, "Sorry. Can I help you with anything else?"
Bottom line: Alarm Relay's price is extremely attractive. The only reason I considered them over NextAlarm.com was because their monthly fee is a bit lower and, sadly, I'm needing to trim every single dollar I can in this recession/depression. Which is why I am in no financial position to take what amounts to a chance with a new company (Alarm Relay) that doesn't have a 100% customer satisfaction guarantee. But hey, I'm a fair guy. Their price is nice. If they can drop the paranoia (insurance fraud) and big head (we don't get bad reviews) and join the real world, I'm more than willing to give them a chance.
Rebuttal:
The person who wrote this review is NOT our customer, and did not sign up with us. He isn't reviewing our monitoring, just is complaining about the fact that we don't issue refunds. We provide one of the best deals in the industry; people are paranoid that because we don't charge $30 a month, we are not "the real deal". If that were the case, you WOULD see terrible reviews about us, deservedly so.
We provide excellent service to our customers at rates well below industry standard. I'm sorry this gentleman did not give us the chance to prove it to him, but I don't think it's fair for him to try and punch at us when he never had ANY experience with our company, other than a brief phone call.
And as far as his claim that we could just call up the insurance company to tell them that the client quit being monitored, that is ridiculous. A.) We don't make clients give us this information. B.) Who has time to do that? It's just silly. However, I'm sure if we were complicient in defrauding an insurance company and got caught, there would be all sorts of lawsuits and loss of licenses. We have an A+ rating with the BBB. You don't get those kinds of ratings from taking people's money and giving lousy or non-existent service.