Rhonda B. from Charlotte

We received a call because an alarm had been triggered. We missed the phone call and tried to call back to say the trigger was false. I told the agent we were responding to a false alarm and this was urgent because we did not want the police sent out. The agent would not assist until all of his required information was gathered. Then I was told the police were contacted but did not come out because we did not have a valid permit on file. I asked the agent would we have received notification: letter, phone call, email, etc. notifying that our permit was no longer valid. To which I was told 'No. It is up to the customer to ensure a permit is valid.' I tried to explain to the agent the importance of that statement. I had Alarm Force at my other residence and when I purchased a second home, we chose their service again. At no time, did the installer or customer service say we would need to get a new permit. Unfortunately, buying new alarm service is not a frequent act. This was fortunately a false alarm but this could have been a life or death situation. If they have been made aware of a permit issue then it would be courteous to let their customer know who is paying then faithfully to secure their home. The agent was very rude and argumentative towards me. I asked to speak with a supervisor. I was placed on hold for an extreme amount of time then dropped into a random voicemail box which disconnected me. To their credit, when I called back I received a much nicer agent; however, the prior agent did not update my account and I did not feel like pursuing the conversation again.