I cancelled my service and instead of sending me an invoice they sent it straight to collections. Its awful to think that they do not even want to deal with their customers directly and have a 3rd party do it. Will never deal with or recommend this company again.
I just moved into a rental property which was monitored by ProTELEC... They advised me that if I wanted to monitor the alarm system I would have to sign a 3 year contract... I contacted another local alarm monitoring company who informed me "if anybody says you have sign a monitoring contract...they are lying! Since the updated cell phone contract the alarm companies fall under the same jurisdiction and should only be offering month to month services" I called ProTELEC back and they denied everything... I asked for the installer code and they refused to provide this information by any means. The individual on the phone from ProTELEC was not willing to provide any helpful information for each and every questions I had. I would rather buy a guard dog then have ProTELEC squeeze any money from me. If I could rate 0 stars...I Would have!
some tech support are not helpful, contacted them because the bypass light is on when i armed our house and i didn't bypass anything, they told me nothing to worry if i don't set the bypass and when i insist that i want that bypass light off , here you go they don't know how to fix. As a customer i need to know if there's a problem on my pad (old style with no screen display) or the wiring. I can't let this not fix, the reason we get your services is for our safety. Now looking for a better alarm company, that care's for their customer need/safety.
Been with them since 2004 and it's been relatively uneventful. Giving them one last chance to fix a major billing mistake before I switch to another provider.
We switched from Voxcom to Protelec about 6 years ago and have had exceptional service the whole time.
Poor service and even they do not return call if you have technical problem. I never recommend them. Now we are switching to someone responsible.
I received so many false alarms that I stopped arming my system, I had a technician come look at it multiple times and each time they couldn't fix it and after an hour or two they would just shut off the siren and leave. I haven't armed my system in over a year and have still had false alarms even when it isn't armed. Would not recommend.
A customer for several years now. Always paid annually. I got a monthly bill saying I was overdue, which I was not. I called, several times, left messages, and emailed. No response. I finally asked for sales, and, miraculously, someone answered. Said he would look after getting my billing changed so I could pay online annually. Nothing has happened. Left another voice mail. No response. Finally called their emergency number, and it took them TEN MINUTES to answer the phone.
They obviously do not need my business, so I will be looking for another service.
Stay away from these people, folks. Nothing but grief
UPDATE - I finally called the Brandon office, and they answered right away. They got in touch with Winnipeg, and I got a phone call. Shamus was very nice on the phone, and finally got through my issues. I am staying with them - for now - but they need to show their customers more respect. At this point I am happy, but cautious.
Have been a customer since 2003.I sent email with new expiry date,as I was on automatic debit to my visa.No response for over 1 week.Called on Dec 7th was on hold for more than 15mins Hung up.Left a message.,No response.While on the phone they tell you can got into their site to make payments.When you go there,you had to have signed on that way.No provision to register.
Finally got some one to answer today.Said they get 300 emails a day???? Poor customer service.
Wide range of product offerings! They understand what it is that your looking for and suggest systems that best fit your lifestyle.
Poor service, takes security over an hour to come to my house after an alarm... spent 30 minutes on hold when I phoned to Protelec - emergency line. Why am I'm still paying for this...
First contacted them via email because they didn't respond to the alarm being set off. No response. I let it go for awhile and called them. I found out that there's no connection between our alarm and their monitoring service. So essentially, I'm paying for nonexistent monitoring. I was clear that if I had to pay for service, I'm changing alarm companies. Woman on the phone takes my number and says a manager will call me the next day. No call from manager 5 days and counting, though a serviceman calls after day 5 (to my husband and not me) to say he's on his way. Husband asks about charges and they say we'd be charged mileage, service call and other charges. We say no.
I call to cancel the "monitoring" and preauthorized payments, but their customer service centre places me 2 times on hold for 45 minutes. No one ever answers. I finally call the number for alarm testing and speak to a woman who offers to have the manager call me back after I cancel service and future PAP. Of course, he's in a meeting. Two hours now and still no call back.
I called to have a security door system installed in one of my departments in our office, the response was extremely rapid. we had a meeting within days and a quote shortly there after. the pricing was very reasonable however the level of communication far out weighed the quote, the sales team has been in constant contact keeping me updated as to the process and expected completion dates.
very professional Company.
Went for battery replacement. Knowledgeable staff. Reception desk is located up a flight of stairs. Didn't see an elevator, not sure if there is one available.
Tried calling this afternoon to change credit card info- over 2 hours on hold and then they hung up at 4:15 I have always been pleased in the past- had their alarms for over 3 years but this is awful Marilyn
one star is to many for Protelec/ADI please take your business elsewhere. I've called 3x to customer service and have been ignored....
I called to sign up for a residential alarm system, I was transferred to the "ATI" or "ADI" monitoring centre. 25 rings and then I was disconnected. I can't imagine if I was a customer and had a real emergency. They don't even deserve one star. Don't bother going to their website for inquiries, been there twice and no one has ever replied. To think that the company I work for is protected by them!
I really like Protelec. Every time the alarm has gone off (usually our fault) we receive a call within seconds and/or security shows up within minutes. Very impressed with their service and have recommended them to friends and family
We moved out of the city recently. Protelec was informed over a month prior, regarding our move. The contract that the Sales Rep (Chris) signed with myself, was promised by Chris that I could terminate/or transfer the remaining contract to my new place, if I was moving or transfered. I knew at this time I would not be here for three years, and informed Chris, but still had to sign with a promise that arrangements would be made to cancel/transfer the remaining contract, when I moved. ( I was very weary as this is the first contract in over 20 + year s of having an alarm!)
When I moved our contract promise was not honoured, alarm could not be set up when I moved, which was also promised by another rep., (same company), weeks in advance, (now too busy?)
Weeks after move still no alarm! Protelec wants me to pay 1 1/2 years remaining on contract ( for no service, no transfer, no alarm). (OR) sign another contract (2 years), can t find out cost, and a new basic alarm for $800.00 + taxes, + ? (Basic alarm? Same Cost For Monitoring, For The Same service in country as city?)
Moving is a stressful enough time. Why is this company so hard to deal with, when trying to set up new service and have in place at new place? ( Many calls, wasted time, and still no satisfactory agreement in regards to contract, service, cost, or a basic low cost alarm).
* Beware Of This Company! *
-Poor Sales Representatives, Poor Customer Satisfaction. Not A Friendly Family Company, (That Was Claimed By Previous Sales Rep.), And False Promises. (Too Many Different People To Talk To, And Too Many Different Answers). No Scruples With This Company! They only want money, not interested in keeping or satisfying their customers. :( :( :(
****In response to the owner****
I think I explained myself quite clearly above! $800.00 + for a new alarm and a new 2 year contract. The only option given to me was the $800.00 alarm and a new two year contract! Why would I want that? Cost effective, transferring my contract, living here less than a year? This is what you wrote, but not what was offered to me and told to myself as my only option! :(
Prompt and courteous service. Having the 'peace of mind' option is great, no charge battery replacement on my alarm.
I have nothing good to say about this organization. After cancelling my account I was billed the following month and the month after. Several phone calls explaining the account had been cancelled and requesting a refund for erroneously billed amounts have not been corrected. Months have past And thankfully they have stoped charging my card But they have not refunded me. Emails and calls are a waste of my time as they don t care.
I would give them 0 out of 5 stars if that was an option.
Excellent company with reliable tech support and responses
Any minor issues were resolved quickly and professionally.
Polite, courteous and knowledgeable. One of the select few companies out there that cares about their customers and the services they provide. A pleasure to deal with.
