Sg3 Security Ltd

Door sensor broken. Have called numerous times left messages. No response. Answering machine doesn’t even have their name on the message. Company might be closed. Looks like I need to find a new company and cancel our monitoring. Customer service has disappeared here.

We've been customers since 2014. The initial alarm and sensor install and service was excellent, with friendly helpful service, and good advice. The prices were all reasonable. Over the years, service has waned. We have had several false alarms where we did not get follow-up calls from the monitoring service. When we've called with questions, it is rare to get a returned call. We have spent the last 6 months trying to change our credit card for monthly payments, and have not yet succeeded. They either don't call back, or take a message but don't take any action.

We had SG3 Security Ltd. installed our security cameras and alarm system in year 2015. We chose SG3 because they are local and seem reputable with their 4-5 stars reviews on facebook and yelp. In fact, everything seemed nice in the beginning. George seemed friendly and responsive during the first year.

Over the span of more than 3 years however, we have had windows sensors not working or responding to the security panel; and when I called for service, I was always asked to leave a message to arrange for service call - and then, no return call or follow up. When I looked for George, the Owner, he was always out of town for conference and out of reach. The only time he showed up was in year 2016 to replace the security panel in the basement. Other times, I got zero response or follow up from the company. So three of my window censors didn't work for at least 1 year and I had to by-pass those windows every single time before I could arm the house.

So this summer we have finally found another security company who is keen to take over our monitoring services and have all sensors fixed. So we contacted SG3 Security Ltd. via email to give them our "90 days written notice" to discontinue the monitoring services. We thought that we're no longer bound by the initial one year fixed-term and we're free to terminate the monitoring services as long as we give them the required 90 days notice.

We got a call the very next day (surprisingly responsive!) and were being told that the "90 days written notice" refers to 90 days PRIOR TO THE EXPIRATION OF THE RENEWAL TERM, which in our case is May next year. Such termination clause was never brought to our attention We didn't feel good about it of course! We felt upset because of our own mistake for not reading the fine prints in the agreement.

Regardless, we understand that we're bound by the agreement and we should just pay for the remaining ten months (a total of 10 months, from August 2018 until May 2019) even though the monitoring services have already been discontinued. So we wrote them another email to state the same to which they responded within one day! (Surprisingly responsive again) (and efficient) and had someone at my doorstep the next morning to collect their GSM device and our cheque for the full amount (as per contract - total $429.98).

All settled, or so I thought.

Moving forward to 1st of August, our bank notified us that we're still being charged by SG3 Security Ltd. for the month of August, which we have already paid via the last cheque. So I wrote them an email to request for refund and guess what? It's been a week. I sent them a reminder and yet, NO reply from them as to date. Not even a call.

In short, based on our actual experience with SG3 Security Ltd., we conclude that they are responsive and efficient ONLY when they want money from you, for instance:
(1) when your credit card on file has expired, they call you promptly to get updated credit card info;
(2) when you want to discontinue their services, they call you rightaway to inform you that you are stuck with them until the end of the auto-renewal term; and
(3) when you have a cheque ready for them to pick up at your place, they call and show up at your doorstep the very next day.

I moved into a townhome with an inactive old system, and had 3 companies quote on getting a new system up and running. I had committed to one already when I saw SG3 and immediately knew I was going with them. I prefer dealing with local companies with personal service, and do not like getting locked into long contracts, which made SG3 the clear winner.

Price is very reasonable, service is excellent, and the alarm application on my phone is ridiculously convenient. Thank you George and Brody for making my home safe :)

We live overseas and our tenants in Vancouver had a break-in so were anxious to get a security system installed asap. George answered his phone after hours and immediately followed up with our tenant that night, and went out the next day for a site visit, made recommendations, had us a quote, booked the install all within 24 hours. Great service. He could see that our tenant was anxious for a quick solution and even booked time in his schedule for the install prior to getting confirmation from me, to make sure he could get the system in as soon as possible to help the tenant feel safe. Bottom line - excellent experience on all fronts!

We have used SG3 for several years now. They were happy to consult on what we really needed and set us up with an easy to use wireless system. They're very responsive to issues and questions. When issues arose they were there that day or the next, i.e. when a battery pack on the panel turned out faulty they dropped by next day over lunch to replace the pack - no charge. The monitoring company they use are also on the ball, calling me to check after I took the panel offline to paint, or when there's an outage to the phone line.
Overall great company, really good personal service, and the fees are very reasonable.

I've used SG3 for both my residence and my downtown vancouver office; phenomenal service & the latest tech - all for a very reasonable fee! If this company was public, I would buy shares!

We did a lot of looking around for alarm companies before deciding on SG3. The big ones, who we won't name, just had very impersonal service and one didn't even come to quote. This was a little unsettling as the company would not know what our needs were.

Once we had met with George, immediately we felt we would be in good hands. The system was totally customizable, up to date, and George was very helpful in explaining what his company had to offer. We just had a better feeling about SG3 as the service was very personable and down to earth.

Our installer for our system was Brody, and he was very quick and efficient. The system was installed in about an hour and a half and was done without any damage (other than a few expected screws!). Brody was nice enough to install a few extra stickers around the outside of the house to ensure other noticed we were protected.

I would definitely recommend SG3 to anyone out there. Again, very personable, great pricing, and amazing communication.

Our Alarm system went off for no reason and even though SG3 did not supply the original system they were able fix it and bring it up to date. They know what they are doing and they do great quality work. We keep using them and we are always satisfied.

We have been using this system for 3 years and we would highly recommend this company to others. We had a home invasion and the very next day we called George and he came right away to install the system. Today he and another employee named Brody came to fix an issue that affected our alarm. We had some wiring from our phone line break and they made two trips to ensure that It was fixed and I did not have to wait for the phone company to respond. Above and beyond. Thanks guys! This was included in the monthly cost.