We purchased a Smart Home Alarm from Yale for two reasons: 1) it had a good rating on which?; and 2) it was advertised with installation provided by on of Yale's Smart Security Partners.The first partner, Dean Atkinson (Access Security Solutions) was scheduled for 22 November, 12:00 - 14:00. He didn't show-up and didn't phone to explain why or to rearrange the appointment.We phoned Yale's Helpline and were told that a Matthew would contact us about a new engineer. Three days later we received an email from Matthew Bond (Customer Support Team Leader). He apologised and offered us an additional accessory for the inconvenience. He also said that another engineer would contact us to arrange and installation.The second partner, Colin Thomas (The Key Master Locksmiths LTD) was scheduled for 4 December, 8:00 - 11:00. He didn't show-up and didn't phone to explain why or to rearrange the appointment.We phoned Yale's Helpline again on 4 December and were told that our issue would be marked 'urgent' and someone would contact us soon. Nothing later that day. We phoned again on 5 December and were told someone would contact on the same day. Nothing.We phoned again today to be told that our money had been refunded and we would have to find someone to install the system on our own. At present, we have received no refund from Yale--and no additional accessory for the inconvenience.It seems suspicious that Yale (and its global parent company ASSA ABLOY) have no engineers to install their products in London, yet they are willing to charge £220 and waste customers time by having them wait at home for engineers who never arrive. It reeks of a scam!!!
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