Disgusting treatment, faulty equip, very rude MD
System installed c.2019-director (now MD) was polite. No problems on install, however after the first annual service problems started - engineer hadn't replaced all batteries and didn't seem to know how to work the system. Further visits to rectify.
We increasingly had the panel alarm going off (always at night) - calls to out of hours/ engineer call backs, sometimes visits - invariably it turned out the equipment (not set at the time) was having faults.
Numerous repeats over the next few years. Mostly advised the batteries needed replacing (company supposed to do each annual visit !). Every eng. said the same - batteries should last 3 years (per manufacturer.), but Premier reduce to 2 years - ours were failing much sooner.
Recently panel alarm goes off at approx 2am and won't stop - every 5 mins (despite action per engineers). On call eng advised a battery issue again - signif. under the 2years) - advised use code to accept the fault - no more alerts. Worked for that night. 10 days later the same fault (!!!) - despite the system already having it acknowledged. No action working to stop panel alarm ! On call eng advises doesn't know anything about this system - will liaise colleague. Call back < 15 mins. I request either instructions to turn off all sensors or they call me back and then do this remotely- he agrees.
15 mins comes and goes - no call. at 20 mins the panel stops but still no call.
at 30 mins - call from same eng - advises colleague remotely accessed system (no call with the owners !!) and turned off one sensor. I note given the issue with batteries failing repeatedly we didn't want to be having this issue going forward - requested turn off all sensors - Eng refused - stating problem was sorted and if anything else we could call back - attitude of we've done x so tough !! Pointed out I am disabled and difficulty doing this in the middle of the night - Eng attitude of "so what" ! Requested name of colleague who remotely accessed without any call - Refused. General attitude was - we've done the min we need so tough ! irrespective of disability !! Requested call from his manager.
Manager call 30mins later - he turned off all sensors (unfortunately blocked all smart plugs so multiple lamps wouldn't turn off !!). I noted attitude of engineer (manager stated he was new !)
Spoke to manager the following day requested the removal of full system due to repeated faulty alarms / failure to operate as had been promised. Per manager above his pay grade. Manager did apologise for all the problems and for the engineers attitude !
Passed to MD (originally visited). Discussed, he also apologised re system faults and engineer. Agreed they would visit today to remove the equipment - MD stated clearly they could just power down the system & leave all in place (pointless - but saved them time) or remove all and either leave box of bits with me or remove them altogether - I chose the latter.
Engineer arrived removed equipment, put in box, box in van, then left property. 15mins later returned and put box at front door - I opened it and asked what he was doing - he stated MD told him their policy was not to take the rubbish away (i.e. faulty equipment). I pointed out that was what had been agreed and he'd already taken it away .... he was now returning and dumping it !
Called Premier, MD came on phone - Totally diff attitude ! He was rude, repeatedly talked over me and when I asked if I could finish said "no"- absolutely horrible and disgusting !!!. Finally I had to point out Consumer Rights act - faulty equip was their responsibility to remove and dispose of ! Required by law. He tried arguing per their company policy - I had to point out Consumer Rights again !! Finally he agreed to take box (approx 12 inches x 12 inches x 15 inches - so very small). Very diff attitude - very much no longer a client so we don't give a damn. MD rude and offensive and cannot be trusted. Can't believe he thought it ok to remove system and drive away ... then return and try dump the stuff on doorstep and cite company policy as if it over-rides Consumer Rights Act 2015 !!
Disgraceful attitude - Do not trust this company or equipment and especially not the MD called Mike !