Troubleshooter: Alarm system concerns

RALEIGH However, homeowner Egbert Gracias says after it went off a few times and got no call from the monitoring service, he realized there was a problem.

But more than two months after reporting it, he says the system still didn't work.

"I called customer service and told them it's going off no one is calling us and they looked and said yes it looks as if we aren't getting any signal from your house either, so we did a test and figured it wasn't working," Gracias said.

He says a technician was then sent out to his house.

"He diagnosed the issue that when the alarm goes off it dials our regular number and he said the number is not getting dialed from my phone system," Gracias said.

Gracias says he got in touch with his phone provider, but he was told everything was fine on their end. So Gracias went back to calling his alarm company.

He claims he was promised someone would be out, but nothing.

"If you can't fix it by this weekend I wanted to disconnect the system because there's no point in paying you when you don't understand the point of a security system," Gracias said.

With no fix, Gracias tried to cancel, but it was denied since he's under contract.

"My system is not working, I'm paying them to monitor the alarm system and they don't even know it's not working," Gracias said. "This has been going on for three months now."

It was then when Gracias says he also learned his contract was sold to another company, Safe Home Security. Frustrated, Gracias got in touch with ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson.

Wilson got in touch with Safe Home Security and Security Force Inc., the company Gracias originally signed up with in 2006.

"Within a couple hours of her sending an e-mail I got a call from the president," Gracias said.

He says the president of Security Force Inc. assured him his problem would get corrected.

Though Security Force Inc. fixed Gracias' system; they aren't the company who Gracias now has the contract with.

While they originally installed the system in 2006, the president of the company said they sold his contract to Safe Home Security four years ago and Safe Home Security is responsible for taking care of the issues. But to do the right thing, Security Force's president sent a technician out to fix Gracias' alarm system.

Gracias also says he was promised a refund for the three months he was not being monitored. As for Safe Home Security, the company that has Gracias' contract, they did not respond to ABC11's calls.

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