SAI - Security Associates International, Inc. Non-responsive and unconcerned, poor customer service Arlington Heights Illinois

On December 6, 2007 my home was burglarized in the early AM hours. That afternoon I called SAI (the security company with whom I have service) to request motion sensors be installed in my home to increase my level of security and comfort. I was told that the request was placed and that someone would be in contact with me the following week to set up an appt for installation.

Approximately two weeks later I called SAI to check the status, after not hearing from anyone, and was told that the order was not in the system however they would enter the request into the system at that time. Again, I was told that I would receive a call regarding installation the following week and again, weeks passed without any communication from SAI or its contractors.

I called a third time a few weeks later and was told that the sensors had been on back-order, however they were in stock at that time and I would receive a call regarding installation within a few days. (No courtesy call was provided to inform me of the situation and I would not have known had I not called them myself.)

Weeks later, after no further communication from the company, I went so far as to send an email to the company regarding this issue because I did not have time to call, be transferred, placed on hold, etc. (average call being approx. 30+ minute, including 20-25 minute hold time). I received a call back from the tech department, apologies were given, but ultimately after all the promises that were made, I have still not received the motion sensors I have requested. At that point, I was told that there were no service reps in the San Antonio area and that SAI was working to obtain a new service contractor.

Not only could I not get the motion sensor installed, this also means that in the event that any of my equipment needed servicing I'd be out of luck.

At this point, I not sure of the status, SAI has not contacted me regarding this issue and I had given up on my quest for security and service from SAI (although I am still billed on time every month - 3 year contract).

I guess I'll call and waste my lunch break today in hopes of some resolution.

Next week will mark six months of non-responsiveness to my request and numerous wasted cell phone minutes. I am extremely frustrated regarding this matter. I travel almost two and a half to three weeks per month and do not have time to continuously follow-up on a request that was placed due to my concern for the security of my home. I would not recommend SAI to anyone friend or foe.

I have a co-worker who has similar experiences as well.

Stacey
San Antonio, Texas
U.S.A.