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Review by Mark O'Dwyer1 year ago
I'd like to point out that I was asked to complete this review in regards to a home move service installer, the person who came to reinstall the alarm was great, no problems there.
The reason I'm giving 1 star is based on the home move fee. When we signed up, a salesman who called to the door answered all our questions on the system, we felt confident.
We were in the process of putting the house on the market so we told him we would be moving in 9-12 months. "No problem" he said, "that will be taken care of, just call the support team".
When I asked if there was a charge, he laughed "of course not, you're still our customer".
When I called 12 months later to move i was told there was a charge of €200 for relocation. When I told the service agent I bought the product specifically because I was told this was free, he told me it didnt matter what was said at the time, if it wasn't written on my contract, these were the Ts and Cs and what a salesman says is nothing to do with them. And my options were to pay, or to cancel my contract and pay €700 for the term fees. It was cold and brutal, there wasn't even a gesture for being told lies.
I work in customer service, offering a month free line rental (€37) would at the very least show some sort of care or understanding. In the company I work for, we take responsibility for everyone who sells our products.
I told the agent I'd pay but I would be letting anyone that would listen know about the experience. He wasn't that interested.
We've just moved into a new development and I've told all our neighbours to steer clear of Home Secure. And until my contract is up in 18 months I'll keep doing so before I cancel at the earliest opportunity.
It's a pity because it would be great to support small business growing like this one but they clearly don't care about their regular customers.
UPDATE: The contact promised in the response from the company has not happened over a week later.
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Eden Centre, Grange Road
Rathfarnham, Dublin 16