4 Customer Reviews
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Review from Kelly B
1 star16/09/2024
** *** ***** *** ******** ** **** **** * ****** ** **** ******** I was a 10+ year customer and cannot believe the significant decline in service since Counterforce was acquired by SMC. My latest adventure started in July 2024 when I received and email stating that I owed them $275 for an apparent false alarm which required the police to be sent to my home back in March 2024 - notifying me 4 months after the fact! No alarm occurred in March (not even a record of it in our system), and my call chain received no calls or messages from anyone identifying themselves from SMC/Counterforce. I called their customer service line on several occasions to dispute the charge. None of the agents were able to help and promised that a police coordinator would call me back and she never did. Four weeks later I was finally able to get a rep to email the police coordinator and copy me. Via email, the coordinator avoided answering any of my specific questions and then conveniently changed the story from being a true alarm to being a signal issue for which I'd still have to pay. This makes no sense as this would be a recurring issue for my system - no signal issues have ever happened before or since. I've asked the coordinator in our emails to call me several times to avoid the frustrating circular emails and she won't. I've tried to directly call the coordinator and the line keeps hanging up after being on hold waiting. Needless to say I've gone to another monitoring service, and I will never go back. Of course, SMC wants to keep my service refund to pay for the alleged false alarm charge that never happened. The scariest thing that I found out through this whole situation is that SMC now uses an unidentified 1-866 number and a recorded message from a robot to make alarm calls to its customers - not even a live human being!! They also no longer call when we accidentally set off the alarm to determine if everything is ok. I'm just thankful that I'd never had a real emergency.Review from Neera P
1 star15/06/2022
I had been with the company for several years. We had a host of issues which resulted in us deciding to change providers. Written notice was mailed and email notification sent. They responded saying I need to give another 30 days notice and pay a bill for $1,700 (being a further 4years of monthly charges). On top of that the monitoring stations automated system keeps calling and monthly charges are still hitting my credit card. How can this be allowed?
SMC Monitoring Corporation Response
23/06/2022
Good day, and thank you for contacting Counterforce.
Counterforce has responded to emails in the past month to the Customer, including sending a copy of the 4 year term Monitoring Agreement that was agreed upon booking and installation of an upgrade to the alarm system, cancellation of the service would process the a final bill to the customer to the agreed term of the contract.
A separate email was submitted this morning to confirm the cancellation of the alarm system and a final bill will be emailed to the customer. Information was given to the customer to contact our service department (email and phone # was provided) should they wish to continue with the service, we would be pleased to assist.Customer Response
23/06/2022
Thank you for responding. We switched to GSM a when it was evident our alarm system was not functioning. Alarm panel recorded all was good when in fact a basement window had been tampered with and found open. The contract for an upgraded system should not diminish a consumers right to cancel if the new system is does not meet expectations. We tried the GSM system but had a number of issues. Happy to publicly cite them if required. End result however is that our home was left vulnerable and we had little peace of mind. Upon written cancellation request my **** has been charged. I have also received an invoice for "basic interactive weather" and "surveillance" for Jul/Aug a further $128.64 when I'm with another provider. In short is it reasonable to continue to bill me for services not being rendered? What is a reasonable contract close out amount expected to be paid? As a consumer I would like to see my inception to closure statement of my account. Have an understanding of how much has been paid year to date. And what is deemed reasonable to close out this account. I do not feel $1,700 + YTD billing is a fair contract close out charge for all the issues we've gone through to date, suboptimal service and zero continued service. I have emailed counterforce again today in the hope that they can come back with a reasonable response to my account closure request.SMC Monitoring Corporation Response
23/06/2022
As stated, the customer will received her final billing to the contract term date.
The customer has not contacted our service department and has noted the change in service providers done on their own accord.
Thank you,
Customer Relations TeamCustomer Response
11/07/2022
Two subsequent handwritten letters have been sent with no response. I have received final bill by email only today July 11. With a charge for July monitoring and cancellation fee of $1.6k (26 months of service) which is extortionate given I believe a consumer should have a right to cancel an agreement if a service is not to minimum satisfactory standard. I am happy to pay a fair contract close out amount but I don't feel 2+ years worth of charges is reasonable. The alarm was triggered and it took 2 days for the service team to contact me. The back up battery alarm went off a few days after the system was serviced and I had to call for instruction on how to switch it off the command Center told me to just pull out the plug leaving our home insecure and not alarmed until they could get someone out to look at it. To name the last couple of incidents. There appears to be a total breakdown in communication between the different servicing departments and I'm being held to ransom and ******* into paying for a service that is no longer being rendered under a contract that had fine print (on the reverse) that tricked me into agreeing to. When I signed the contract I did not expect that my rights as a consumer to cancel out would be renounced how is this reasonable and allowed? Can someone provide some explanation as to why a consumer does not have the right to cancel out of the agreement at a reasonable notice and cost if they are not satisfied with the service?SMC Monitoring Corporation Response
13/07/2022
Good Day *****,
We are sorry you are not happy with the service we have provided and felt that 2 days was was not satisfactory for our service department to get in touch with you.
The final billing still stands and your account is closed. You chose to go to another service provider without giving us the opportunity to correct any issues you may have been having.
Regards,
Customer Response
19/07/2022
Hello that is not a factual statement. The alarm was not triggered when it should have been when the basement window was found open. No alarm or alert went off. Upon calling the Upgrade in service to *** was suggested at a monthly higher cost. This was in my opinion the chance to correct service and systems inadequacy at additional monthly cost to me might I add. I'd say this should have been sufficient consideration when my home security is in question. A full inspection check was made by your rep. It is after that that the low battery alarm went off. When it should have been captured during the inspection! I initiated the call to switch off the alarm the phone rep could only advise to completely detach the alarm to stop the noise. The alarm monitoring station did not recognize the disconnect for another few days. The technician did not contact me for a service call I had to text him direct for assistance. Totally unprofessional service and your expecting me to pay for several additional months of service when zero services are being rendered? Is this for real? Do you have any idea of what is considered fair and ethical? You are in the service industry and suppliers of security home alarm systems and your operating sub par service *********************************. Coming in to upgrade my alarm system and having me sign a contract with fine print tie in for several years of payments on the reverse of the order form is completely scamming and unbelievable. Please can you clearly define how the balance of $1700 for zero services rendered can be accounted for as due consideration in this case to close out this contract?SMC Monitoring Corporation Response
20/07/2022
Good day *****,
We provided service to your account in January 2022.
Your system was working good and being monitored until April 2022, taking that is when you chose to switch to another provider. Your account has been charged the final balance on your credit card on file.
Thank you,Customer Response
21/07/2022
You have sent my credit card overbalance incurring bank charges billing me $1,545.22 + 2 amounts of $42.88 all on the same day without my knowledge or authorization. As a consumer I am entitled to cancel out of a contract if the services rendered are not acceptable. The full contract amount of 4 years of service is not a reasonable charge to cancel out of a contract. Please offer a refund to bring my card back in to good standing. Thank you!SMC Monitoring Corporation Response
25/07/2022
Good day Neera,
The upgrade contract you signed in 2021 was a 4 year term. Counterforce has the right to charge the balance of the Contractual Agreement as you chose to cancel the service.
Thank you.
Customer Response
02/08/2022
The document I signed was indeed to upgrade the system as it was evident the existing system was not working seeing as the alarm was not triggered when the window was opened as it should have. The 4 year contract is only binding provided the service is in keeping with the intent of the contract. A consumer should have the right to cancel out of a 4 year contract for a reasonable fee if the consumer is dissatisfied with the service. Notice period of 60 days was provided in writing along with those months fees. That should have been sufficient consideration for cancelling the service. A lump sum cost equating to 4 years of additional service when no service is being rendered is unreasonable and I am hard pressed to understand how it is this is allowed in this region and in Canada. I don't see how this can be considered ethical it essentially binds a consumer into a contract without recourse. Your service was suboptimal and I did not feel that my home was properly being monitored periods where the property was disconnected awaiting service all constitute to a breach of contract by counterforce. A good company would s respectfully allow for reasonable cancellation if they are at fault and offer due compensation in order to maintain a credibility. That doesn't appear to be the case with Counterforce.Review from Jeff W
1 star19/01/2022
If anyone cares, they also have their telemarketers call people on the do not call list. I refuse to do business with any company that does not honour this. I've even ended business relationships with companies with whom I was already a customer, for calling me at home even though I had asked not to be called. If everyone did this, they would have to stop calling us.Review from David G
1 star30/11/2021
********************************** I am two and a half years into a cancellation. They finally agreed two months ago that they were properly notified to stop service and they would not attempt to with drawl any more money and today they were into my bank account again. *************************************************************** ********
Customer Review Rating
1/5stars
Average of 4 Customer Reviews
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