COMPLAINT IN RESPECT OF FAULTY ALARM

During October/November 2021, Goodwood Armed Patrols (GAP) serviced our existing alarm system and upgraded it to include the Falcon response application. This application provides for the execution of commands to the alarm system and notification of events linked to the alarm being triggered. Ever since the installation, I have had continuous problems with the system that remain unresolved to date.

This is a security mechanism which is of utmost important to secure my property. This is even more vital as I no longer reside there and the property is in process of being sold. The new owners are now going to take-on a security system that is not working properly and is not effective in securing their safety whereas the property was sold with this promise. This despite me actively trying to resolve this with GAP but to no avail. It is simply unacceptable!

1. The issue with the alarm is that it triggers despite me having disarmed it. This happens on numerous occasions. GAP has tried to resolve the issue and engaged the vendor, but nothing has corrected the problem. They blame the vendor but I did not contract with the vendor. GAP must sort it out. 2. It has always been hard to get hold of someone at GAP to respond to my concerns. I have been dealing with Andries Ackerman and when I request for access to other management I am stonewalled. 3. Andries indicated to me at the start that it is only my property where this issue is occurring, yet I have from other sources that there is others who have also complained. 4. I am wasting my time to travel to the property every time for them to try and fix the issue generally having to wait for 2 hours while they figure out what to try next and I have done this on numerous occasions since December. 5. Andries now does not actively respond to my calls and messages. I have to follow up and I get no indication of what is happening next. 6. I have lost confidence in GAP and in a security service that I am paying a premium for but is not working properly and there is no alternative offered.

I am writing this letter so that it may reach decision-makers who can fix this.