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Businiess name:
Smith Thompson Security
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Review by:
citysearch c.
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Review content:
I am the customer service rep who assisted 'busymom' who recently posted this negative review below. We monitor these review sites regularly for any misleading information and we strive to maintain a perfect customer service reputation and I felt it was particularly necessary to respond to this one. Please bear in mind we record all of our telephone conversations and I did in fact go back and review all conversations with this lady. It was in fact snowing that day and all of our techs wear shoe covers year round but she did want him 'tracking in wet snow' as she stated in her emails. This is understandable. We were unable to test a few openings as a result. It is also very important for people to understand that we DID NOT INSTALL her original system, we were only converting an existing system to our local Plano monitoring center. We have no problem repairing minor problems with systems that we didn't install and we normally dont even charge for it but if we have to go back, we do charge a small fee of usually $ 25 to $ 38 just to cover our labor. Our competitors charge usually over $ 100 just for the first 30 minutes! We feel this is fair especially since its not even our system to begin with. She also fails to mention that there were other issues with her system that we did not even charge to correct (low power supply, etc). You will notice in her review that we she demanded a refund of only $ 16.95. This would prove the fact that we didnt install or charge her for a faulty system. Otherwise, she would be demanding a full refund of a whole new system. Again, this was not even our system and was certainly not our fault. This is a completely unfair review and doesnt even remotely illustrate what actually happened. We also have recordings of a very beligerent person being extremely unkind to our operator staff and we did have to forcefully inform her to stop harrassing our staff. There was never any threat of legal action on either side. We are very sorry that this occurred but we feel we are being unfairly blamed for something that has nothing to do with us. Thank you.
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