When our alarm system was installed at our business premises we felt secure with the 24hr monitoring service. Fast forward 11 months and we had a ram-raid on our property. The first we knew about it was when we were contacted at midnight by the business owner next door to us, who had been alerted by his camera’s motion sensor, and phoned to let us know. I phoned the monitoring centre & let them know what had happened. They had not had an alert but could see that our alarm had been set at close of business. My husband went to site & found that our roller shutter had been completely ripped off and everything inside that part of the building was destroyed. We had a motion sensor facing the roller shutter door that has failed to go off. The perpetrators had gone into the office and ransacked it, we had a motion sensor in there, it failed to go off. I asked if they could post a security guard until our premises were secured & was told they didn’t do that. They did manage to give me the number of a boarding up company about 3 hrs after the initial incident. They have made excuse after excuse as to why the system failed…1) maybe the perpetrators had a signal blocker - well maybe they did but we pay extra for them to be alerted if the signal is blocked. 2) your batteries might have run out - well aren’t you supposed to get a notification when the batteries are low, and come out to replace them….it says so in our contract. 3) you don’t have a sensor on your roller shutter - that’s because YOUR SURVEYOR/INSTALLATION ENGINEER, advised that we didn’t need one and why we have a motion sensor facing the shutter, which you would expect to be triggered when a car comes flying through it. Next day I was told we shouldn’t have been refused a security guard, but it was a bit late in the day for that revelation! Almost a month later and they still can’t explain why the system failed, but they can add extra sensors & camera to our existing package & only charge us half price for 6 months. They can even throw in a £100 gift card & stage a, controlled by them, fake break in to see if the alarm goes off…..well what use would that be, if there is no guarantee that the alarm system will work if we ever have another real break in. I’ve been waiting 6 days for my 3 day callback to cancel. I had a missed call on day 5, and called back immediately only to be told that the advisor was on another call & would call back immediately after. It must have been a long call because when I phoned this morning at 10:20 I was told he was on a call & would call back immediately he had finished that call. I called again at 11:30, and guess what? He was on a call and would call back, but this time it was going to be before his shift ends at 17:30. We are now at 15:30 and no call, so he’s got 2hrs to call me back….chances of it happening are about as reliable as their alarm system proved to be!!!! Well would you believe it - 17:30 and no callback, really can’t say I am surprised!!! I phoned at 17:35 and asked to speak to someone else, only to be told that the whole department closes at 17:30 & I will get a callback first thing in the morning…..watch this space Needless to say my 9:00 callback didn’t happen, so I called at 9:15. Spoke to a lovely guy in customer services but couldn’t speak to my assigned case handler in the retentions team because he was in a meeting. The customer services guy is sending a strong message to the retentions guy - let’s hope that works, as if it does it will be the first thing that does!!