• Report: #354986

Complaint Review: First Line Security Alarm Co. & Security Associates International, Inc. (SAI) Monitoring Company

  • Submitted: Wed, July 23, 2008
  • Updated: Wed, September 03, 2008

  • Reported By:Oakland California
First Line Security Alarm Co. & Security Associates International, Inc. (SAI) Monitoring Company
2101 South Arlington Heights Rd., Suite 150 Arlington Heights, Illinois U.S.A.

First Line Security Alarm Co. & Security Associates International, Inc. (SAI) Monitoring Company FirstLine, damaged my wall and caused deep gashes in my 'new' wood floor, the declared bankrupt. SAI the monitoring has sent me a threatening letter because I cancelled, after getting poor service and not being monitored for at least 4-5 months. Arlington Heights Illinois

*Consumer Comment: the contract was broken by the company - not the customer

*UPDATE EX-employee responds: Monitoring...

*UPDATE EX-employee responds: What I Know

*UPDATE EX-employee responds: What I Know

*UPDATE EX-employee responds: What I Know

*UPDATE EX-employee responds: What I Know

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First Line & Security Associates International, aka (SAI)
I am writing to cancel "all" services as an Alarm Company, Monitoring Company and any other services you may perform for me. It is with complete satisfaction that I cancel your services. Your companies have been a source of extreme aggravations and constant irritations since the July, 2007, installation.

First Line installer damaged my wall with nine (9) large holes AND drug his tool box over my "new" wood floor, deep gashes. A damage assessment was made and First Line had me on hold, in my "new" house for six (6) months with promises of repairing. Then, to my surprise I find out that First Line is in bankruptcy and I may never be compensated.

On top of all of that I have had even more problems with SAI and it's staff. I thought I was covered as far as an Alarm Service. I accidentally came into my house and rushed out the back door and sometime later I realized no one had phoned me and I could vaguely hear my alarm system going off. After phoning in I found out that I my system was not working. I have faxed and phoned until I can no longer deal with the stress. I was told an installer would be out from SAI but I would have to pay additional to get the alarm system services back on line because First Line had declared banruptcy. I signed a contract with First Line not SAI. All the while I am paying $44.99 each and every month.

I have switched to a reputable company, where when you phone them you are not holding for 37 minutes at a time and phoning 3-4 times just to speak to someong because you are on hold. Being promised a call back and never receiving it, being given a direct number to phone a person back and finding out they gave you the wrong number, being told they didn't have to talk to me that that could just send me to collections (because they, SAI was inputting the wrong bank account number). After bringing this to their attention the first time, can you believe I had to re-write and re-fax at least twice information regarding the bill. Finally a supervisor, removed the direct debt and I started paying by mail each month with a waiver of the $2 billing fee. I have had it!!

Again, thanks for giving me a good lesson on companies that give you horrible service. I have tried to be patient and understanding, but a year of this is just too much.

After faxing First Line and SAI my cancellation, and certifying them a copy of this letter, I received a letter from SAI stating "Please note your account will not be cancelled until the entire 36-month contract amount of $1,034.77 is paid in full, and they also threatened me with collection activities. I have and have always had an excellent credit rating, I have never signed a contract with SAI and was told by one of the First Line supervisors' that when First Line went into bankruptcy, that action voided the contract I had with them.

I do not want my credit status to be messed up because of these Ripoff companies.

Lorraine
Oakland, California
U.S.A.

This report was posted on Ripoff Report on 07/23/2008 11:30 PM and is a permanent record located here: http://www.ripoffreport.com/r/First-Line-Security-Alarm-Co-Security-Associates-International-Inc-SAI-Monitoring-Company/Arlington-Heights-Illinois-60005-4142/First-Line-Security-Alarm-Co-Security-Associates-International-Inc-SAI-Monitoring-C-354986. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 Consumer Comment

the contract was broken by the company - not the customer

AUTHOR: Laurie - (U.S.A.)

Jen
I understand the concept of a 3 year contract - however the company itself violated contract by not honoring what the customer paid for.

There is a big difference! It does not matter that the equipment was installed by another company as contracted for your company.

It does matter that the customer is not getting what they paid for - THAT VIOLATES THE CONTRACT!

No contract is valid when the company is not doing its job!

More than likely - this will end up in Civil court,
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#2 UPDATE EX-employee responds

Monitoring...

AUTHOR: FlyingScooter - (U.S.A.)

I was a monitor for SAI in Cleveland Ohio years ago. The alarms systems themselves were installed by independant companies. SAI handled the billing and monitoring of the accounts. Our Central Station was very good at handling alarms and i can say that the job did have its stresses. When you handle over 400-500, in some cases 600-700 signals (alarms) a day, per person, things can get a bit chaotic. However, we never, and I mean NEVER had hold times of 20-30 minutes. Hold times like that are the difference between calling a false alarm and someone getting a 500 dollar fine for FD being sent due to an accidental trip.


I've read many complaints about this company the last several months and seriously wonder what happened to it.
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#3 UPDATE EX-employee responds

What I Know

AUTHOR: Jen - (U.S.A.)

SAI is a company that attempts to work with there customers, however...

No one seems to understand the importance of reading a contract. This is a "3 year non-cancellable legally binding agreement" under which you have 3 days to cancel (10 days in some states). On the bottom the purchase and service agreement for all of our affiliates (Icon, First Line, APEX, Security One, Pinnacle and Pinnacle Canada, etc and there are more) this is outlined. I recommend a fax and certified mail, because if the company doesn't remove your equipment you'll be charged the remaining balance owed on your contract for 3 years if they have no record it was sent or received.

The telephone systems have been under upgrade for over a year that I worked there, we went from hold times of over an hour to 20-40 minutes at times, to zero other times.

One thing you must be aware of is that SAI doesn't install systems, the dealers we work thru do. You have to call the dealer for install issues, before SAI buy's the account, and if you are out of your 3 day cancellation right attempt to let the company get the system working for you, otherwise the BOC may be charged. This is your monthly monitoring fee times any remaining months owed, plus install charges and a $99 activation fee if not paid.

SAI has a few dealers that use employees who install systems improperly and do a messy job doing it. SAI has taken steps to correct this problem, they have been cracking down on dealers. However!!! Don't be passive when using any company!!! If the job doesn't look right don't sign the paperwork stating that you are satisfied and have the salesperson put in writing any promises he says the alarm can give you. I heard everything from a free trip to somewhere to fire alarms that can tell the difference between burnt food and non-burnt food.

We do have customers that call in and tell SAI reps how satisfied they are with the services, however, working in a tech service, customer service, collections, billing area most customers aren't calling in to tell you how happy they are with the services.

I know SAI is trying to improve their customer treatment practices and things have definetly improved. However, the contract is what concerns me. The back of the Purchase and Service Agreements have small writing and you cannot change services during those 3 years, otherwise you are bound to 2 contracts, you may even be bound to SAI and its affiliate if they are the company that you switched too. Many other security companies do this including ADT and Brinks, keep this in mind as well.

I could go on and on, but people if you have a problem with 3 years paying for services, either pay up front or don't get the system at all. I could go on and on, but working with this company has made me realize I'll get a dog before I get any security system.
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#4 UPDATE EX-employee responds

What I Know

AUTHOR: Jen - (U.S.A.)

SAI is a company that attempts to work with there customers, however...

No one seems to understand the importance of reading a contract. This is a "3 year non-cancellable legally binding agreement" under which you have 3 days to cancel (10 days in some states). On the bottom the purchase and service agreement for all of our affiliates (Icon, First Line, APEX, Security One, Pinnacle and Pinnacle Canada, etc and there are more) this is outlined. I recommend a fax and certified mail, because if the company doesn't remove your equipment you'll be charged the remaining balance owed on your contract for 3 years if they have no record it was sent or received.

The telephone systems have been under upgrade for over a year that I worked there, we went from hold times of over an hour to 20-40 minutes at times, to zero other times.

One thing you must be aware of is that SAI doesn't install systems, the dealers we work thru do. You have to call the dealer for install issues, before SAI buy's the account, and if you are out of your 3 day cancellation right attempt to let the company get the system working for you, otherwise the BOC may be charged. This is your monthly monitoring fee times any remaining months owed, plus install charges and a $99 activation fee if not paid.

SAI has a few dealers that use employees who install systems improperly and do a messy job doing it. SAI has taken steps to correct this problem, they have been cracking down on dealers. However!!! Don't be passive when using any company!!! If the job doesn't look right don't sign the paperwork stating that you are satisfied and have the salesperson put in writing any promises he says the alarm can give you. I heard everything from a free trip to somewhere to fire alarms that can tell the difference between burnt food and non-burnt food.

We do have customers that call in and tell SAI reps how satisfied they are with the services, however, working in a tech service, customer service, collections, billing area most customers aren't calling in to tell you how happy they are with the services.

I know SAI is trying to improve their customer treatment practices and things have definetly improved. However, the contract is what concerns me. The back of the Purchase and Service Agreements have small writing and you cannot change services during those 3 years, otherwise you are bound to 2 contracts, you may even be bound to SAI and its affiliate if they are the company that you switched too. Many other security companies do this including ADT and Brinks, keep this in mind as well.

I could go on and on, but people if you have a problem with 3 years paying for services, either pay up front or don't get the system at all. I could go on and on, but working with this company has made me realize I'll get a dog before I get any security system.
Respond to this report!
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#5 UPDATE EX-employee responds

What I Know

AUTHOR: Jen - (U.S.A.)

SAI is a company that attempts to work with there customers, however...

No one seems to understand the importance of reading a contract. This is a "3 year non-cancellable legally binding agreement" under which you have 3 days to cancel (10 days in some states). On the bottom the purchase and service agreement for all of our affiliates (Icon, First Line, APEX, Security One, Pinnacle and Pinnacle Canada, etc and there are more) this is outlined. I recommend a fax and certified mail, because if the company doesn't remove your equipment you'll be charged the remaining balance owed on your contract for 3 years if they have no record it was sent or received.

The telephone systems have been under upgrade for over a year that I worked there, we went from hold times of over an hour to 20-40 minutes at times, to zero other times.

One thing you must be aware of is that SAI doesn't install systems, the dealers we work thru do. You have to call the dealer for install issues, before SAI buy's the account, and if you are out of your 3 day cancellation right attempt to let the company get the system working for you, otherwise the BOC may be charged. This is your monthly monitoring fee times any remaining months owed, plus install charges and a $99 activation fee if not paid.

SAI has a few dealers that use employees who install systems improperly and do a messy job doing it. SAI has taken steps to correct this problem, they have been cracking down on dealers. However!!! Don't be passive when using any company!!! If the job doesn't look right don't sign the paperwork stating that you are satisfied and have the salesperson put in writing any promises he says the alarm can give you. I heard everything from a free trip to somewhere to fire alarms that can tell the difference between burnt food and non-burnt food.

We do have customers that call in and tell SAI reps how satisfied they are with the services, however, working in a tech service, customer service, collections, billing area most customers aren't calling in to tell you how happy they are with the services.

I know SAI is trying to improve their customer treatment practices and things have definetly improved. However, the contract is what concerns me. The back of the Purchase and Service Agreements have small writing and you cannot change services during those 3 years, otherwise you are bound to 2 contracts, you may even be bound to SAI and its affiliate if they are the company that you switched too. Many other security companies do this including ADT and Brinks, keep this in mind as well.

I could go on and on, but people if you have a problem with 3 years paying for services, either pay up front or don't get the system at all. I could go on and on, but working with this company has made me realize I'll get a dog before I get any security system.
Respond to this report!
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#6 UPDATE EX-employee responds

What I Know

AUTHOR: Jen - (U.S.A.)

SAI is a company that attempts to work with there customers, however...

No one seems to understand the importance of reading a contract. This is a "3 year non-cancellable legally binding agreement" under which you have 3 days to cancel (10 days in some states). On the bottom the purchase and service agreement for all of our affiliates (Icon, First Line, APEX, Security One, Pinnacle and Pinnacle Canada, etc and there are more) this is outlined. I recommend a fax and certified mail, because if the company doesn't remove your equipment you'll be charged the remaining balance owed on your contract for 3 years if they have no record it was sent or received.

The telephone systems have been under upgrade for over a year that I worked there, we went from hold times of over an hour to 20-40 minutes at times, to zero other times.

One thing you must be aware of is that SAI doesn't install systems, the dealers we work thru do. You have to call the dealer for install issues, before SAI buy's the account, and if you are out of your 3 day cancellation right attempt to let the company get the system working for you, otherwise the BOC may be charged. This is your monthly monitoring fee times any remaining months owed, plus install charges and a $99 activation fee if not paid.

SAI has a few dealers that use employees who install systems improperly and do a messy job doing it. SAI has taken steps to correct this problem, they have been cracking down on dealers. However!!! Don't be passive when using any company!!! If the job doesn't look right don't sign the paperwork stating that you are satisfied and have the salesperson put in writing any promises he says the alarm can give you. I heard everything from a free trip to somewhere to fire alarms that can tell the difference between burnt food and non-burnt food.

We do have customers that call in and tell SAI reps how satisfied they are with the services, however, working in a tech service, customer service, collections, billing area most customers aren't calling in to tell you how happy they are with the services.

I know SAI is trying to improve their customer treatment practices and things have definetly improved. However, the contract is what concerns me. The back of the Purchase and Service Agreements have small writing and you cannot change services during those 3 years, otherwise you are bound to 2 contracts, you may even be bound to SAI and its affiliate if they are the company that you switched too. Many other security companies do this including ADT and Brinks, keep this in mind as well.

I could go on and on, but people if you have a problem with 3 years paying for services, either pay up front or don't get the system at all. I could go on and on, but working with this company has made me realize I'll get a dog before I get any security system.
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