A Horrible Customer Service Experience with SAI Security Associates International, Inc.
I just called their 800# number today to cancel my alarm subscription because my 80 year old Grandmother, who lives with us gets up in the middle of the night to let out her dog. Grandma would certainly struggle with turning the alarm off and on. The renewal date on the agreement is May 29, 2009. I was informed that the agreement automatically renewed for another year and that there was no way that I could cancel it because I did not write in 30 days prior to the renewal date and also because their company offers ABSOLUTELY NO EXCEPTIONS. The woman on the phone even stated that if you are one day late with writing in, you are automatically renewed for a year - because once again, there are ABSOLUTELY NO EXCEPTIONS! The truth is that SAI - Security Associates International, Inc. knows that most people will have no idea when their expiration date is up - specifically 30 days in advance - because they just won’t.
I find their policy egregious. I was not requesting cancellation after the date, but before. The fact that this company automatically renewed it without any notification or heads up to me the consumer (no notice in the mail - no email reminder - no phone call), is an excellent example of a complete and total disregard of the needs of their customer. The excuse on the phone was that I was supposed to read my contract - I was supposed to write in to cancel within 30 days -not 29 days in advance, because I signed that agreement 3 years ago!
Bottom line, a simple email reminder or notice in the mail stating that the contract was about to expire from SAI would have given me the choice to continue or to cancel. But to insist that it is only my responsibility to know when my 3 years is up is quite frankly, just bad business. My perception of their company went from being a service provider to one that they are in the business of ripping people off. What’s in it for SAI (shhh… Don’t tell the customer their contract is about to expire – just keep it a secret so we can automatically renew and collect for another year!) That’s horrible, unnecessary, frustrating, and quite frankly, really pisses me off!
So my “policy” is that when I experience horrible customer service or a company that doesn’t play well with others, I have to share that information with the world. My personal philosophy is that business is about collaboration, cooperation and being flexible. Treating people with respect and making sure everyone is happy in the end.
Apparantly, that concept has escaped the leadership of SAI.