Inconvenience and incompetence

I have had a contract with blue security for the past 2 years and they always respond immediately if the alarm accidentally goes off as we have fortunately never been victims. However when we joined they were supposed to install their access to the property, they came and told us they would be coming back, never did until this past weekend when we were on holiday in Empangeni our home is in Kingsburgh, Amanzimtoti by the way. They called us just after 3-30am that an alarm went off we asked them to check around the house as were too far to come back.. They told us they can't get in we pleaded that they jump in our gate is not that tall and it's not our fault they never came back to install their access. Another vehicle was brought they claimed they couldn't jump in as well so my husband had to drive back from our holiday to meet them we had called the manager to meet us who managed to jump over the gate with no assistance. Our complaint is mainly inconvenience as our vacation had to be interrupted because Blue could not finish their own installation as well as excessive expenses incurred driving back and forth. When all of that could have been avoided