kayla taylor

Never received my item. Emailed customer service with no reply.

I contacted the company the day after my service was installed because it failed to work. It took 3 months to get working equipment. I decided to cancel contract and buy out, they continued to debit my CC. James in customer solutions- informed me that the only way to stop payment was to speak directly with my bank. James was rude and offered no solutions to issues. He didn't care about providing customer service and told me he was in charge and all decisions went through him. I had previously spoke with a customer service rep that insured me my account was cancelled, but James so rudely declined request. I made several calls to customer support and was on the phone for average of 30 mins each time. Finally, after returning a call to some surveillance department for a survey- they transferred me back to the customer solutions department. I spoke with Amber, and she knowledgeable and committed to serving me as a customer. She explained that I had been caught in the middle of an awkward situation due to an outside party with installation. I was able to opt out of my contract without penalties. I was told I would be refunded one month of my service charges. I guess they didn't feel obligated to pay me back for 3 months that services didn't work. However, after several calls, I finally got my services cancelled. Amber was helpful and friendly. Time consuming but issues resolved