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C02 Alarm and Monitoring
We had an incident at our home this weekend. We had a power failure and our home generator kicked on. We did not know the exhaust had been blocked by the 3ft snowdrift earlier in the day and it was pumping co2 into the garage. The alarms went off, we started opening windows and doors, generator was turned off, Simply Safe called. I said I knew what the issue was and it was fine and that we were fine. They stated that they had to call 911 for this type of alarm. I said fine. One minute later the sheriff called me and I explained the situation to him. All of this was fine.
What wasn't fine, was that in the following 5 minutes Simply Safe proceeded to call us 5 more times. Each time acting like they had never called before. They were reading a script and could not be reasoned with and would not stop reading the script. They started calling my husband when they couldn't get through to me, because I was already on the line with them. We were still trying to deal with the emergency by opening up the house and getting dressed (it was the middle of the night) and we couldn't because I was only dealing with answering my phone. They called 911 5 times. I'm so angry I want to cancel, but my insurance requires me to keep a fire service.
I can appreciate the initial call and even the 2nd call, but this was insane.
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SimpliSafe_Jordan
Community Admin
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187 Messages
Hey @jlb Thanks so much for sharing your experience. I reached out to the director of our monitoring department and was assured this is not what was supposed to happen. They should have done what's called a "no action" or "temporary disregard". This prevents us from calling customers for a set amount of time when they have made it clear that there is a known issue that is being investigated. In this case, dispatch would still be sent, but it would have cut the calls down to the minimum. I've sent your account information over to them as well, and they will be coaching everyone involved to ensure this doesn't happen again.
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