Monitoring! I don’t think so!!
I purchase a security system which included a Level 2 Alarm System with 10 years full monitoring by Cougar and a updated CCTV NVR and Camera on April 16, 2021. The system was installed and activated and to the best of my knowledge all was okay. On or around November 8, 2021 my alarm made a couple of beeps which was unusual, so I contacted Cougar the monitoring company to find out if there was any activity on the system, they informed me my alarm was disconnected and I should speak with the installer. I pushed Cougar for a response at which point the Cougar representative laughed and said it had been disconnected for months. I immediately contacted the engineer and he confirmed it had been disconnected since July 28, 2021 and that he and I should have received a call from Cougar Monitoring to report a communication fault but alas no call was made from Cougar in July or at any time since the disconnection. So for months my property was not being monitored and during this time I was away on both business and vacation thinking every time I set the alarm my property was being monitored. I spoke with and wrote to the installer and they said they would investigate the monitoring failure and look for a solution to prevent this from happening again; later I introduced a test which was a communication error by switching off the router, I was assured Cougar would give me a call as the installer had sent Cougar an instruction to contact me if a communication error was received, again Cougar failed to contact myself or the installer. The installer agreed to carry out further investigations and assured me the system was live and I would not have any issues moving forward. They stated they would need seven days to carry out an investigation with Cougar and they would report back to me. After the seven days were up and I had no response from the installer, I decided to test the system again switching the router off at 11:28am on December 2, 2021, again no call was received leaving the property and personal alarm vulnerable. I kept the router of until 21:00 at which point I contacted the the engineer who logged into the engineers portal and checked the status of the alarm. He confirmed a communication fault was recorded, that CSL notified Cougar at 14:00 but Cougar again failed to notify myself or the installer of the communication fault. I wrote to the installer requesting they remove the equipment and refund me in full; this they have done.
This is shocking, I put my property and wellbeing in the hands of a monitoring company and they failed on three occasions to respond to a basic fault. This fault should have resulted in a call to bring the fault to the attention of the customer or the installer.
I would not recommend Cougar, they need to look seriously at their processes and procedures as customers could be left vulnerable especially if they have a medical condition.