You guys are the worst monitoring company I have ever dealt with. You guys do not respond to emails, calls, anything. My alarm had been off for days and I can not get anyone to help me with my issues.
I understand your frustration and I am happy to assist!
Looks like you reached out last week about an issue with your secondary panel? Instructions on how to trouble shoot the issue were sent over. Those instructions can be found here:
https://support.suretyhome.com/t/alarm-com-ticket-follow-up-panel-not-working/37979/3
Were you able to follow those and if so, what was the result?
Surety service and support is offered online only, we do not provide assistance over the phone. While monitoring station operators can be reached via phone, they are only able to provide assistance with ongoing alarms and placing your monitoring account on test mode, not technical support.
Like Tyler said, we apologize for the bad experience and we take this very seriously.
I looked into your support request history and from what I see most of your messages were responded to very quickly, within 10-20 minutes during business hours every time except for one which took a few hours. I’m looking into that one to see why it took longer.
But I don’t think it’s fair to post publicly that we don’t respond to anything when I can clearly see in the communication history that we’ve responded to every request you’ve sent, and very quickly in all but one instance.
The issue may be that you would prefer live phone support, which is completely understandable. Some people love our online-only approach to support and others don’t. We do our best to explain how we provide support before people sign up. We’re not the best fit for everyone.
We’re happy to continue trying to help the way we always do but if live phone support is something you really want then we completely understand if you would like to switch to an Alarm.com provider that offers it.