Reliance Protection - How long should it take to contact in case of emergency?‏

By Poohbear6

Last week I had a break-in in my home at 10:29 AM. I have an alarm system with reliance protecton. They called my home phone at 10:38AM (9 minutes after the alarm started going off). No one was at home so they left a message on the answering machine. They called me right after on my cell phone at 10:39AM and informed me that the front door sensor and the motion sensor had set off the alarm and if I would like them to dispach police. I refused because by that time my neighbour had already contacted me and had called the police.

The good thing is no one was hurt and nothing got stolen. I think that reliance protectron took too long to act and I don’t feel that my home is secure with their monitoring service. I am in a three year contract with them and would like to get out and switch to a more reliable service.

When I contacted them and asked them the reason for the delay I got different reasons from different supervisors. The first reason I was given was that the alarm could have been weather related (wind might have caused it to set off). So they took some time to act. This would mean that not only the front door but the motion sensor that is inside the house was also set off by the wind … ya right. I didn’t buy that reasoning.

The second supervisor said they had a high volume of calls and they were dealing with priorities first (like fire, carbon monoxide, medical emergencies first). That is understandable but how to did they know there is no threat of life at my home. The thieves could have been armed.

A third supervisor who called me back said that they treat the front door sensor and motion detector as one. Then why do I have two different devices???

Anyways… I don’t think anyone should get monitoring service from them and I am now in search of a more reliable company. Any suggestions will be greatly appriciated. Thank you

5 Responses to “Reliance Protection - How long should it take to contact in case of emergency?‏”

  1. 0

    Francine says...

    Here wait, let me call the waaaaaaaaaaaaaaaaaa-mbulance for you

  2. 0

    francine1985 says...

    wow you are verry rude. people pay big bucks to have home security. and a break in can often turn fatal if the homeowner is there to confront the thief. 9 minutes is not acceptable and it is not whining to tell your experience. the point of the reviews thread is to let other shoppers know abought what kind of service a company gives. If you dont like it then dont read the reviews.

  3. 0

    Colsgirl says...

    That is way too slow - you pay for them to call the police faster than that.

    We have ADT and they call the house to see if you tripped the alarm. If there is no answer, the next call is to the police and then they start calling down your list of keyholders.

    I can confirm that they do this because we had our alarm go off last week - coincidently as we were just coming back. I called to say my son had set it off. By the time I got through to them they had already called the police. I had to wait on the phone whilst they called the police to stop them coming to the house. Fortunately the police hadn’t set off so we didn’t get billed.

  4. 0

    mjmomtj says...

    We also deal with Reliance. I can’t wait to be done with them. Since they bought out Voxcom we have had 5 false medical alarms. The alarms have always gone off when there is no one home but our cat. When we were in Mexico for a week the medical alarm went of 3 times! Luckily we haven’t received any bills from emergency services. They are also very expensive compared to other services. Our neighbors have more features with their Alarmforce system and pay 20 dollars less a month. Our contract is up this month, and we are shopping for other services.

  5. 0

    poohbear6 says...

    just to update.. i have been able to cancel my contract with them after a lot of arguments. They still don’t believe they were at fault because there is “nothing in the contract that states how long they will take to respond”.

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