BEWARE!! This company has TERRIBLE customer service...so many better choices out there. I purchased a home alarm system and a 3 year monitoring contract. After the 3 years were up (I sold and moved after 1 year) I emailed them as per the contract instructions to discontinue the service. I was assured by their staff that my account was closed. I recently noticed (4 years later, my oversight) that my account was STILL being charged monthly and my account with them was still active. I contacted the Prism Alarms in Coquitlam/Burnaby again and she said she would look into it. After many back and forth emails she finally told me it isn't Prism's responsibility to deactivate the alarm monitoring (although the contract between myself and Prism clearly outlines the process to cancel). She told me that they just make these contracts for another company called Monitronics. I sent her a copy of the contract and pointed out that there is no mention of Monitronics on the contract (if there was I would have contacted them...no problem). Why wasn't this mentioned to me 4 years ago? Why wasn't this mentioned to me at the onset of the email communications between myself and this individual? She simply said they apologize but it is not of their concern. Prism readily activated my alarm monitoring and provided clear written instructions on how I was to cancel. Interesting how accommodating they appeared when canvassing my neighborhood for new clients. I have read the fine print, there is no mention of the company named Monitronics at all on the contracts. She told me "they USUALLY" tell their clients that Monitronics monitors the alarms. I have spent an extra $2000 which should have been reimbursed at least partially. Very suspicious. This is not about the money for me it is about the principle and deceiving clients. I will be seeking legal action under the Business Practices and Consumer Protection Act.
- Approximate cost of services:
- $2,000.00