Island Security Systems Inc

11/01/09

Response to Worst Customer Service Possible - DO NOT GO WITH

by Igreenen at Citysearch

On September 22, we wrote a review of Island Security which was scathing. After a bit of thought and some discussions with our neighbor who referred us we felt it was important to correct our previous review of Island Security. At the time we were going through some personal problems and it seemed everything was an issue. Most of the things we wrote about Island Security were not true. They do answer their phone twenty four hours a day. They never called us about money except for the one time we were late in paying (we were out of the country) and they waived any late fees. We were confused so we went to the Island Security web site and realize now they only charge for a tech call when the question is clearly answered on their web site and the customer still wants tech time. After looking through our checks we realized Island Security did come and add sensors when we asked. My husband actually located the motion detector with the Island Security tech and I was unaware of this. The alarm trips by it were due to a plant we had in the hall that was blowing around due to a fan we placed to close to it. The guard responded as they should have and we paid the small fee. Reading over the guard response form from Island we realized it says nothing about police response times. The 3-4 hour potential police response time came from an article that said the Seattle Police were so busy with other crimes that they made burglar alarm response one of their lowest priorities. Now we understand why the guard is for us. Our five year agreement was for a lower rate and again my husband had made that deal and not told me. We decided to work with Island Security and they have made us feel much better. We called the national company and after waiting for almost twenty minutes cancelled our plans with them and stayed put. Sometime under pressure people do things rashly and this was a case where we did. We thought long and hard about this and decided to make things right.

10/08/09

Response to Worst Customer Service Possible – DO NOT GO WITH

by JackyBrown52 at Citysearch

We are the neighbors who recommended Island Security to Igreenen. Island Security installed our alarm about three months before our neighbors who wrote the negative review about Island Security mentioned above.

To the contrary we have found Island Security one of the most pleasing companies we have worked with. On the few occasions we have needed information we have called Island Security and they have answered and responded to our calls immediately. They explained to us about the fact that the Seattle Police Department is over worked and sometimes takes hours to respond to a call from a burglar alarm.

My husband out of curiosity checked the form we too signed regarding a guard response versus the calling of the Seattle Police Department to what are mostly false alarms. There is no mention on that form referencing a 3-4 hour response time.

We did discuss with another family we referred, the matter of the guard response as they had a legitimate alarm and the guard service was dispatched. They told us they were there quickly and that upon checking the company, Northwest Protective, they found it had been in business for nearly one hundred years here in Seattle. They left a guard report at the premise just like they did at our neighbors.

On one occasion when my husband forgot how to change our code he called Island Security and they guided us to their web site and the answer. It was so simple. We actually recommend anyone wanting to do business with Island Security go to their web site and check how they answer all common and not so common questions. Decide for yourself.

Now as for the neighbors we recommended. Again we have apologized to Island Security.They have never been satisfied with anyone doing work at their house. They complain to the neighborhood if the paper boy isn’t exactly on their mat with the paper.

At Christmas they asked us to turn our Christmas lights off at 7:00. It goes on and on.

My husband and I have never taken the time to respond like this but after we were told about this poor review we felt that on behalf of ourselves and the seven other happy customers we have sent to Island Security that this matter needed to be cleared up.

When Island Security installed our system we worked out with them the location of the motion detectors. They explained they must be located where they do not cause false alarms. Improper operation does! Especially when a son comes home and doesn’t operate the alarm correctly and then leaves instead of waiting to explain to the guard what happened.

Finally we nearly laughed ourselves silly when they told us they were going to Brinks a national company. Just try to call them and get a response. We left them for Island in the first place.

In summation Island Security did a great job for our family and friends. You absolutely should call them as one of the bids you get.

• Pros: Great Customer Service
• Cons: None

09/22/09

Worst Customer Service Possible - DO NOT GO WITH THEM!

by lgreenen at Citysearch

We have been a customer for 3 years and have NOTHING BUT BAD EXPERIENCES with them. Initial alarm install was higher than competitors, but decided it was good to go with a local company - SO WRONG. Somehow we got wrangled into a 5 year contract, but WE WOULD RATHER EAT THE COST THAN STAY WITH ISLAND SECURITY.

Issues (not an exhaustive list, just the ones today):

1. They were almost impossible to get in contact with unless they wanted money.

2. They charge for all phone calls to their number if they deem it could have been answered by their cryptic website.

3. We could not get additional sensors or the system modified or tuned without many calls and emails.

4. We had several false alarms that we were charged for that turned out to be a motion detector that should never have been installed where it was (Island Security were supposed to be the experts, but it was our issue somehow at $280 in fines later).

5. They had given us a written statement that Seattle Police took 3-4 hours to respond so they recommended we go with a contracted security service – this info on SPD turned out to be false.

6. Had at least one alarm where security never showed up - only found out about it when we were billed as if they had.

All in all, this is a really poor execution for a small company that should be doing everything to keep goodwill among its customer base.

Going to the big national firm, Broadview/Brinks – at least they answer their phone.

• Pros: None - Company does not even respond to alarms
• Cons: NonResponsive, Extra charges, Attitude, Doesn't Answer Phone