Business ProfileforRapid Response Monitoring Services Inc

This alarm response company sends you a notice of an alarm and then keeps you on hold for 20 minutes on a phone before you can talk to an agent to find out what zone or area the alarm is from. If an alarm zone is malfunctioning , they require you to call back every 12 hours, wait on hold for 15 to 20 minutes to put the particular zone on test mode for another 12 hours. Then repeat the process 24/7 until the zone is repaired. Recently they even called in the alarm for the zone that was on test mode. Bottom line is that the central station is way understaffed when you have to wait on hold for long periods at any time of day, any day of the week for a pick up of a call. You don't want to be put on hold by an answering machine when your home's alarm goes off.

Thank you for sharing your concern regarding your recent experience with Rapid Response Monitoring. We are a third-party monitoring center that provides monitoring services for your alarm company. Our role is to ensure the safety of those we serve, and our policies must reflect that responsibility. Your concern cites our policy that allows our team, with your authorization, to take signals/alarms offline for a period of up to 12 hours. This is often done to allow service but also to remove the possibility of false signals transmitted by faulty devices. This policy incorporates a time limit in an effort to prevent any loss of life or property due to any zones or signals being in an offline state for extended periods of time, whether purposely or inadvertently. Your service provider (alarm company) does have the ability to take signals or zones offline for a longer period, as they are responsible for the service and/or maintenance component of your system. After researching your account, we see that on 1/10/2022 there were multiple activations from one of your motion detectors. Your service department did attempt to take that detector offline for a period of 1 week. Unfortunately, the class of signal was taken offline, but the actual signal code was not. Consequently, we received another activation from your motion detector later on 1/10/2022. When we received this signal, a notification was sent to you immediately. In keeping with policy, our Specialist then called you to follow up 1 minute and 59 seconds after the initial notification was sent. At that time, the Specialist did determine the issue causing this signal to continue to report, and we were able to modify the “offline” status of that particular signal to prevent it from being acted on for the remainder of the 1 week “offline” period originally intended.