Chubb Security Systems

Chubb was a great company and I have been a 20 year customer. Since Edwards acquisition of the alarm business, it has gone downhill to the point where it is simply a disaster. Rapidly escalating yearly costs, on hold during emergency call ins, horrific maintenance experience and costs, and appalling customer service including full vmail boxes with no response to multiple calls and emails. I should have left years ago. What's below not recommended?

Worst customer service you can imagine.Not happy with this company. Very poor service . Do not waste your money and find out another one. The conclusion is be aware and avoid dealing with them.

The agent that sold us the service (Shannon) was friendly, knowledgeable and went over and above to make us happy....to be honest, we were a hard sell, and kind of gave him a hard time lol, asking many questions and making him come back 3 times while we researched other options. In the end, we felt they were the best fit for our needs. Can't complain about 6 months free monitoring! We have never had an issue since the install, and have referred several friends! The team in London, Ontario is great (Shannon, Patrick and Aboss are who we dealt with), they are true professionals who strive to provide excellent customer service, and will do whatever it takes to make you happy.

We had a Chubb alarm system. In April 2017, the fire alarm went off, although no fire. The fire dept advised the system was old and perhaps should be replaced. My husband tried to contact someone on the phone - no luck - so went to the Burnaby office. Had to be buzzed in. Showed them the fire alarm and was told, "we don't know anything about replacement - you will need to talk to someone in Ontario". No luck there either. We decided to replace the whole system and went with a local company whose rating was much better than Chubb. In May, I requested a refund of our pre-paid monitoring charges (approx. $165). By the end of June I heard nothing, so emailed again. Was told it would be put on a rush. A couple of emails and two months later, I received a credit note - not a cheque. I emailed and was told on Aug 22nd, a rush was put on the cheque. Still no cheque Sept 15 and three emails later, someone asked if this is a rush!!! This is the worst customer service I have ever seen. They have not even apologized! And here I am still emailing and waiting for my refund.

Simply try to call them for monitoring the alarm or for asking to get them to fix something you have in your fire panel, and see how long it takes you to reach them, Good luck with that.
usually it takes 20 Min. to 45 Min.
They are overloaded with customers, really want to change them by any other company