Pro-brand lock & security

I've used Pro-brand twice now for security camera systems. First time was great, but it's the second experience with them which has left a sour taste in my mouth and why we will never use this company again. Read on to know why you shouldn't use them either.

Luke and a colleague came to my parents house in Whitby. Luke told his colleague to be very careful/go slow when drilling through the exterior wall. He didn't. As such he fell, and while falling he took out my parents 48" flatscreen tv, Wii gaming system, and some ceramic collectibles all on his way down. Also his drill (when it went through the wall) damaged my parents brand new awning, and the same drill scratched up their recently painted family room walls, and the same drill took a serious gouge out of their brand new hardwood floor when it hit the floor.

My father and myself were in the room when it happened and our first instincts were to see if Luke's colleague was ok. Once we were positive he was, we surveyed the damage.

Luke promised he'd get us a "bigger better tv, a Sony!" he ended up getting a cheap Hisense which later that day, started malfunctioning. It was unwatchable.

I emailed Luke about the tv, but also pointed out afterwards we noticed more damage, the broken wii, and the poorly installed camera on our garage. But ultimately all we wanted him to do was fix the tv, wii, and camera.

He sent me a photocopy of the receipt for the TV and said I should return it and that was the last I heard from him. Been trying for 5 weeks and he is ghosting me. At one point a "marry-Rose" answered one of my emails and said he was "away" and asked for a photo of the poorly installed camera, and a number to call my dad to set up a time to fix said camera. I provided all that, and once again, ghosted.

He has left my parents....well sorry, ME to pick up the pieces and fix everything. My parents are seniors, so it's all up to me.

So to date, I've replaced the shitty tv he bought, I've fixed their hardwood floor, I've re-painted their walls, fixed the ceramic collectibles to the best I could, AND I fixed the poorly installed camera. I still have to figure out how to repair the awning and then see if the Wii system can be fixed.

This is all out of our pocket, it SHOULD be out of Luke's. If he was honourable, he'd make all this right. But instead he's hiding.

So folks, unless you want to risk them damaging your property and then ignoring you entirely about it, I'd stay clear! Yes they do good work, but that's not worth the risk and the headache it's caused my parents but mainly, me. This is honestly so disappointing, we thought so highly of Luke after our first experience, but we see his true colours if something goes wrong. I've given him now 5 weeks to date to make it right and I've been pleasant about it, but now I have to write how I really feel and the experience we had. Too bad I can't attach photos, I'd love to share all the damage, and the emails that have gone unanswered.

STAY CLEAR!

I too had a good experience the FIRST time I dealt with ProBrand. We subsequently bought cameras and then an alarm system both of which were installed by friendly and polite people.
One day while I was away I was checking my camera's remotely when I could no longer do so. I called Luke and he told me to reboot the app. No luck. So there I was away from home and I couldn't check my cameras. when I got home Zack came over and as always was polite but he said that the recording device had something plugged into it wrong. That struck me as odd because it was working when we left. But then he said that the software on my phone had been replaced with some other software and he loaded the new software on my phone. I thought at the time that the necessity for new software should have been communicated to me in advance or even better, updated by the company and transparent to me.
All went well for awhile until one night I was trying to arm the system from my phone and the app wouldn't work. I tried logging in again and it made some reference to trial software. I was quite alarmed at this and sent a text to Zack (who had told me to text him personally for any issue). He replied the next morning that the entire system was down not just my phone (was that supposed to make me feel better?) but that it should be up and running by the afternoon and he'd let me know. He did not, nor was it up and running that afternoon. I called the office the next day and they knew nothing about any app that wasn't working. they assured me that Zack would call back. I never heard from Zack again. At then end of the second day the system was back.
The next problem was one day while I was away my alarm system went off. For hours. I happened to pick up my phone and as the last app I'd had open was the alarm it was still there. And that's when I saw that my alarm system had been going off for 3 1/2 hours. No one called me from any monitoring service. My phone that I had been led to believe would notify me did not. I was alarmed (excuse the pun) to say the least. I called Luke who appeared to be unconcerned but assured me that he would call the monitoring company and get back to me. Considering the nature of my call I thought I'd get a fairly prompt response. I did not. I called back the next day but Luke was unavailable. He did finally call me back but told me that the monitoring company did try to call me twice but I must have been 'out of range'. I replied that I was in a city so that was unlikely. Luke's next comment was that I had disarmed the system before they had a chance to call the police. I said 'they waited 3 1/2 hours?" Then Luke said he'd get back to me again. The next time he said that the monitoring company was going to run a report so would I please be patient. This was Friday. It was a long weekend but my understanding is that monitoring companies work 24/7. I followed up on Tuesday and this time Luke said there was still no report but that in fact the monitoring company had called the police but they must have had more urgent matters than dealing with my house. I continued to follow up requesting the report, for another week. It never came. The last time I called, Luke began yelling at me that I was abusing him, his employees and his company and that he was sick of it. I stated that I felt i was within my rights to request an explanation for why a 3 1/2 hour alarm was not responded to. He continued to yell at me and then i said I'd like the money back for monitoring (there's another kicker - Luke asked for the entire year of monitoring fees up front, muttering something about not having a billing system). Luke replied, "that's not happening". Then he said that once the year was up there would be no more monitoring or support. I am a 120lb woman in my 70s. Luke is a 6ft 350lb man in his 40s. And I'm the bully?
I was afraid to follow up any further lest Luke sabotage our camera system and then I'd have no security. But it was clear to me that within a few months I would need a whole new alarm system. As of this writing I've had a whole new system installed by a reputable alarm company. Not only does ALL the equipment work much better (LUke's cameras recorded rain as motion), we got full training (although the new system is pretty intuitive), but the whole system was considerably cheaper than Luke's. I will be pursuing getting my money back from ProBrand through the courts. In the meantime I write this review to warn people that while Luke and his crew seem to be great when it comes to keys they are completely out of their realm with camera and alarm systems.