Impulse Alarm

What terrible service! My ADT home system was contracted and installed through Impulse Alarm. I have been having issues with the motion sensor since the beginning of our install about a month ago. The police have been notified multiple times while I’m away by ADT due to the faulty sensor and I’ve been unable to get anyone from Impulse to come by and help me fix it!
On my first attempt, I called and scheduled an appointment with the same guy who installed my system. They gave me a time frame of 7AM-​5PM. That time frame is so long and kept me home the whole day. I even took a day off from work for this appointment. Then it’s a no show.
I call to follow up and ask for an explanation. The customer service rep apologizes and says they’ll look into it and give me a call back. They never do.
The motion sensor acts up again a few days later so I call to schedule another appointment to which they say they’ll call me back again once they’ve checked their technicians’ schedule. No call.
A third, and a fourth time ensues. Same result.
Not only does their follow up support suck, but they’ll install the panel in the most convenient spot for themselves, not you! I wanted the panel installed closer to an exit, but wasn’t able to be at home during install. They told my husband that they could only do it next to our kitchen which is about 40 feet away from the door. Later I learned that technicians will always tell excuses in order to make their own jobs easier.
Wish I never signed a 2 year contract with this terrible company. Please take my advice and get your home alarm system through another company.
P. S. I wonder if that first review is even legitimate.
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UPDATE 1.12.2016
I am keeping my original rating of 1 star. I was finally able to get someone to come out on my 5^th attempt. It should not have to take so much effort to get someone out here, especially on such an important service! They finally sent a technician to come out and switch out the motion sensor with a new one. Total time needed was less than 30 minutes. At least he was nice & courteous.
Although I am relieved that this is finally taken care of, I still stand by my original advice — sign with another company. It shouldn’t take over 1 ½ months to switch out a faulty motion sensor that only takes 20 – 30 minutes to do.

These people are a joke. I had a problem with my home alarm, phoned ADT and they referred it to Impulse Alarm. I phoned them to arrange a call out and they haven’t turned up. Their two phone numbers are a joke too. One just rings and rings and then says that «all operators are dealing with other customers, please leave a message» which I did when first trying to arrange the call out. Of course, I did not get any response so I Googled them, found another number and called that. Admittedly the man I spoke to was very polite and arranged my appointment for the call out for which I received an email confirmation but the time they are supposed to be here has long gone. I phoned the same number I did before when I arranged the appointment but this time it just rings a few times and then «good bye» and hangs up.
They are impossible to get hold of. What if I had a real emergency and needed attention straightaway?
A few days later now and they check their missed calls log and phone me back, which is good. I talk to the guy to tell him when I am available and he promises to email me back with an appointment. We make sure that he has the correct email address. It is nearly a week later now and guess what? I have heard nothing.
A few days later now and I phone ADT direct to speak to someone who ‘escalates’ the issue. When I return to the office there are multiple VMs from different people from Impulse Alarm one of whom actually leaves a callback number! I call this number on ¼/​2016 and speak to Gerome who promises me that he will call me back by 1pm with an appointment. Guess what? Nothing, no call.
1÷5÷2015 and I spoke to Patrice who was very helpful and in the same call arranged for a technician to come on Thursday 1÷7÷2016. Let’s see if that happens!
Well, the guy came today. He was the same guy who originally installed the system and now, as then, was super helpful and courteous. The problem with this company is obviously their admin, or at least part of it, and not the actual people on the ground.

Excellent customer service they listen and understand the security needs of their clients. Great partnership.