Crowne Audio

I have been with Crowne for almost 3 years and have spent close to 200k with them on home security and my AV system. Although I have experienced many problems over the years, my main contact Wael, was always responsive and made sure that any issues be resolved as fast as painless as possible. Regardless of when I texted or called he was always courteous and mindful of my frustration and always said and did the right things. Recently Wael split with Crowne and my new contact was his brother Nael and sadly Nael has not been nearly as professional nor responsive. Once again I had an issue and this time he sent his team out and charged me over 12k to FIX the issues that he claimed were due to his brother. Mind you that Wael worked with and for Crowne Audio and now I'm being told my system is a mess. I quote the tech Wesley "I inherited this mess and I'm just putting band-aids on someone else's problem" Huh pretty sure your company has done all the work regardless from the beginning. Jump ahead 30 days since the work was performed and guess what I've had 3 visits from the fire department for Carbon Monoxide sensors falsely going off. This has never happened in all my years in the home. The worst was about 3 weeks ago when I was out of town and my wife and daughter were home alone it went off in the middle of night. This time no one responded including the fire department it just kept going off. I tried to reach Nael but he never responded so I reached out to Wael to see if he could assist. Ironically Wael, the estranged brother, of course answered my text in the middle of the night and actually called my wife to assist with the issue that he was no longer responsible for. What good is paying for a monitored alarm system if they don' respond? Interesting little side note when the FD arrived they couldn't figure out which zones to search because Wesley the tech who did all the work was to lazy to label the zones. According to the Fire Department it is crucial that alarm companies properly set up home security. My house is very large with numerous zones so if this had actually been a real emergency not having these zones labeled could have proven tragic. What angers me the most is the tone that Nael took with me when I was out of town and after his company failed to monitor or respond to the alarm in the middle of night. After never responding to my texts or calls the night of the first alarm going off, the next day when I finally reached him he takes an attitude with me!!!! Imagine your wife and teenage daughter alone at home in the middle of night and the alarm goes off and NOBODY was there to help... How angry would anyone be under these circumstances. The one and only time I needed my alarm system to function properly IT FAILED. So my frustration was more than justified and sadly his response was indicative of his selfish and arrogant customer service. I have hired another alarm and AV company to come in and hopefully fix these issues. I plan on seeking remedy for all my frustration and expenses.