Does not call back when alarm is triggered

A few months ago I sent a complaint via the Chubb website and I have yet to receive a response. We are currently experiencing the same issue so I will voice my complaint here as well.

We live in a gated complex, so we gave the Chubb control room permission to open the gate using telephone when the armed response needs access. On two occasions, we have been called to open the gate for the security. This wastes valuable time as the security is delayed in responding to the incident. Each time this happened, the person working in the control room was not aware about this arrangement put in place, which speaks to the lack of training.

On those same occasions (and several others), we were not called back for feedback on what is going on at our property. We would have to call the control room ourselves, only to be told "oh no everything is fine", while we are at work worrying. We were just told today that they do not call back if there is nothing to report. I think that policy is ridiculous! We pay a monthly fee for peace of mind that your home is secure when you are not there. If the alarm is triggered, you naturally worry about your security but then your service provider does not even have the decency to let you know everything is fine. That is not a good customer service policy!

We are strongly leaning toward not renewing our contract so please update your policy and train your workers properly!