Firstline Security Incorporated

SAVE YOUR SELF A LOT OF TROUBLE AND STAY AWAY FROM THESE PEOPLE. Like other people have said you can't get anyone to call you back, you can't find info on the people in charge. It has been a nightmare...they wont even respond to my BBBcomplaint. I moved in April 081 and requested that my alarm be transfered. I was told that someone would call me within two weeks to schedule the installation. It's June, I'm still waiting for the phone call. I've made several calls and left several messages (each time being told that I would receive a call back within 48 hours) I even sent a certified letter which they didn't even respond to. I received a bill today after demanding that they cancel my contract if they aren't going to provide service I am paying for. I was told that I would have to pay the total amount of the contract to cancel. They claim that they didn't breach the contract because they are providing service (doesn't matter that they are providing service to home I don't live in, despite my many attempts to get that changed). How is that not breach of contract. I wish I would have stuck to my ""don't do business with unsolicited people"" and gone with my gut instinct. Hopefully our horrible experiences will deter someone else from doing business with them. I was able to find different contact info for them and was actually able to talk to someone (which was pointless). I demanded to know the name of the VP or CEO and the rep refused to give me any names, except for a Supervisor named Ray Groll. I suggest everyone give him a call, maybe they will change the way they do business. The number is 866-239-0730. The address is 2101 South Arlington Heights RD, STE 150, Arlington Heights IL 60005. Good luck to all who are doing business with this shady shady company. Pros: These people are crooks Cons: Dont do business with them more

I recieved a letter on May 12,2008 and have called firstline to figure out why they havent charged me since I gave them my account number to automatically take the money out. The letter states"" This letter is to inform you that in order to prevent your account from being sent to collections you must pay a Reinstatement Fee of $150.00 plus the currents months monitoring"" - and the letter goes on threating what they will do! I just want to talk to someone and they won't even return a call!! Why am I going to send a random check for a company that is bankrupt that wont even talk to me!! I will gladly pay the months monitoring I need to - If I am even being monitored??? Pros: I can't even think of any!! Cons: Everything!! more

This company will not return calls after they send threatening letters. Do not do business with any company that will not return calls, accept letters or even send a monthly bill. more

unfortunately WBfromNJ, im the man that sold you your security system. How i found this and made the connection i will never know, but im very sorry that this happened, and if i would have had any idea that this company was so poor and dysfunctional i would have avoided working for them at all costs. unfortunately it was impossible to see this outcome as the summer progressed. I guess for me it was a learning experience and for you, i wish i could take it back. once again i am sorry, we all make mistakes. more

Two Utah FirstLine Security representatives came to my door in July 2007. You know that old saying ""if it seems to good to be true, it must be"". I didn't listen to my instincts and was swayed away from ADT for a promised lower monthly billing. They had someone at my house in 20 minutes changing out my system to theirs and notified ADT. I was too embarrarsed to do it. I should have, they may have talked me out of leaving and saved me the hassles. It took them 5 trips (and lost work time for me) to finally get the system workable. Then, one morning I set the back door alarm off, I immediately shut the door and waited for the alarm company to call me. No call ever came. I called 2 hours later and was informed that the alarm would not notify the control center if the alarm sounded for less than 30 seconds. Excuse me? By that time the intruder could have been inside ripping me off and walking out the front door. I called several times and was held waiting for 10 minutes or more and when I finally did get someone was put back on hold for another 5 minutes. When I finally did get to talk with someone.....Rude. Should have changed back to ADT then. In October 2007, FirstLine Voice representative called to ask if I wanted to try the wireless internet for 30 days free. Did not receive package as promised. In December 2007, again, the same representative called and declared he was sorry the package did not get mailed but it would be arriving in the next week. Again, did not receive package as promised. I wasn't going to install anyway with that crappy service. Well, guess what arrived in the mail yesterday, 5/6/08. I refused the package and sent it back with a note stating I have gone back to ADT officially as of 4/30/08, FirstLine Security is officially no longer my monitoring service. I cannot get anyone to return my calls I leave on their answer machine at 800-705-7681 & 866-434-7785 so that I can cancel. My service ends as of 4/30/08<----- documented 5/6/08. more

FirstLine Security, based in Orem Utah fails to honor it's contracts and continues to charge monthly fees fraudulently. It is virtually impossible to get through to anyone on the phone regarding any matter. Avoid this company all costs. \r \r Detail: \r I purchased an Home Security System contract from FirstLine on 9/11/07. This system was for a house I was selling and the agreement was that the contract was transferable. Upon sale of this house in November 2007 arrangements were made with new owners to take over the contract. Firstline said that transfer would not be official until a technician went to the property. Firstline failed to keep 2 scheduled appointments and then said they could not schedule another one for more than 25 days. They failed to keep that appointment as well. \r \r At this time it became almost impossible to reach the company by phone. Both the new owners and myself were extremely frustrated with the astonishingly inept handling of this account. By January of 08 the new owners understandably no longer wanted the transfer. \r \r I made several subsequent attempts to contact Firstline in writing and on the phone, even offering to keep the contract in my name if we could transfer it to another property. I received absolutely no responses except for a call 15 days later offering to cancel the contract if I paid 75% of the total term. \r \r Contacting customer service or anyone in the company is next to impossible, their voice mail system will either put you on hold indefinitely or hang up on you, then when prompted to leave messages, calls are not returned. AVOID this company at ALL COSTS. Cons: The company is completely unresponsive and unreliable. more

In July, I fell for their sales lies and they asked for a check for $90.00 that they ""would not cash, but use to set up the automatic billing for my account"". Guess what! They cashed the check, and I began a long process of weekly phone calls to them to get my refund, and it's 8 months later and I have not seen the refund yet. I was told in October that it was ""placed on the spreadsheet"" and it would be 6 weeks or so before the check was mailed. Then it became 2-3 months because of the backlog. I was also told once ""it's going out today"". All lies. The reps lied, the supervisors lied, and I've got the phone log with dates, names, and excuses to prove it. \r \r Now you can't even reach a FirstLine person at all. If you call them, they patch you through to the company actually monitoring your system. Previously you could actually talk to someone in billing or customer service. There is no way to do that now.\r \r STAY AWAY FROM THEM!!!! They need to be closed down completely. Cons: Everything! They are thieves! more

One review suggests that this company is an up-standing, credible business that treats clients and employees well. Having been inside the company for long enough to get sick, Firstline is an unethical, unprofessional,non-compliant corporate environment. I feel badly for those who were fooled by the owner's ""integrity"" and did not see the total lack of ethics that ran this company. Greed and power propelled you forward and the body count did not matter. The sales force, especially the DM's (District Managers) and DP's (Division Presidents) were given full reign, in most cases, without compliancy in the areas they were selling. They ignored trespassing and no solicitation rules, impersonated customers to activate accounts so they could be paid, and laughed at the attempts to bring them back in line. They had employed known felons and did not make any changes to that until caught. DOPL would have loved to get the truth about this group - along with the Labor Board and Firstline's abuse of the 1099 classification. They were very good at omitting certain truths so that potential customers believed they were contracting with ADT or GE directly. They also targeted the elderly and those in lower income areas that could ill afford this service but scare tactics by the ""Ad Rep"" in many cases convinced people that crime was so rampant in their area. they could be next! This group is the LAST company anyone should give their personal information to, let alone trust them to protect your home and loved ones. And not all their employee's or ""1099"" people were treated fairly or even honestly. People were fired in retribution after calling corporate about fraud or sexual harassment. There was substance abuse among many of the reps and some who were brought from another country were shafted completely. If the went bankrupt - they were headed that direction during the time I spent there - what did they expect? Karma visits everyone - even the young and rich! Pros: they are out of the security business Cons: they were ever licensed to enter people's home's and gain access to personal info more

That last comment was full of bologna!! If Firstline is such a good company then why did they just go bankrupt?? We figured we wouldn't get our second back end check, but not because of bankruptcy!! Looks like all of Firstline's sleaziness, manipulation and lies came back to bite them in the butt!! HaHa Pros: They're getting what they deserve Cons: horrible customer service, products that don't work, manipulating and treating their own employees horrible more

Firstline is a new company and with that exercise patience. Many ex-employees that were rubbed the wrong way...you did it to yourself. If you took the responsibilty for your accounts and did good installs then you would have no complaints. Your laziness is what got you where you are. As for our equipment, we are updated. This year we have installed thousands of accounts with the new GE Simon XT that is more user friendly and efficient. Customers that say that we ""made"" them sign contracts. Grow a spine and tell the rep no if you don't want a system! No one ifs FORCING you to! Our monitoring prices vary depending on how you want the system to communicate. In simple terms- You pay for what you get. As for all the complaints about our customer service, hold times vary during the day. There are thousands of customers that call in daily. Your call is answered in the order it is recieved. Our calls are documented. Many of the complaints are from customers NOT READING THEIR CONTRACT ENTIRELY and the LACK OF USING AND TESTING THEIR SYSTEM ON A WEEKLY BASIS. If you do not know how to use your system correclty call Customer Service so we can explain everything to you. This company is a good legit business and does work hard so serve our customers! But if you are a customer calling in IRATE and can't clam down and work with us to fix your problem, you will get no where. I have had a system and it works fine- the reason because I know how to use and test it properly!! Every sysem has a user manual- READ IT! Customers that can't get through to departments here are the departments you need to talk to for your problems and their business hours as well as your monitoring stations:\r Firstline: 866-434-7785\r Billing (option 2): 9:00am - 6:00pm MST Monday - Friday\r New Accounts Department (Cancellations) x3500: 9:00am - 5:30pm MST Monday - Friday\r Customer Service (option 3): 7:00am - 10:00pm MST Monday - Saturday\r SAI: 1-800-705-7681\r Criticom: 1-800-631-2299\r ADT: 1-800-238-2727 Pros: Good Customer Service, User Friendly Equipment, Great Company to Work For Cons: Long Hold Times Vary Throughout Day more

My elderly parents had a system installed and a contract pushed under their noses while other workmen were rehanging drapes that had been cleaned. In talking with consumer affairs . . . they seemed to have had other complaints and it may be that the cleaning company employees notified the alarm system installer whenever they were working with elderly/disabled and then shared payment info (check routing number and etc.) to secure payment.\r \r Presently trying to cancel the contract but Firstline very uncooperative and deny that this could even take place. No paperwork was left with my parents and they do not even know how to activate or use the system. Pros: quickly and quietly installed Cons: not customer friendly more

While the company doesn't deserve anything positive, I'm offering two stars because of how manipulative these guys are. Which takes great talent.\r \r As a former installation tech for Firstline Security Scam Co. I recognize that this company does have a decent product. Its main offering now is the 5 yr old GE simon 3. the product was top of the line when it was introduced, however after 5 yrs like all technology, this is antiquated, and can't garantee safety. \r \r Often times my motion sensors wouldn't send signals to the panel while I sent test signals. I had other problems with the outdated equipment, but that is not the real problem.\r \r The problem is the poor business ethics this dishonest group adheres to. To read more, go to evolvingimpressions.blogspot.co m, then visit the Firstline category on the right side. Or click the link for Firstline lies... \r \r -Mike Pros: They tell you its free Cons: Lack of integrity, outdated equipment more

I am a current employee with firstline and i just want to say that it seems to me that they are growing well and that they are making great steps in customer service and training. Also I want to say that I noticed that there are 3 bad reviews on the company but yet they have sold over a million accounts nationwide so I'm sure you can do the math. Also they have taken very good care of me and my family as an employer, with awsome pay and great benifits. They are the best company that I have ever worked for. Pros: wireless, good equipment Cons: some hold time delays with the customer service depo more

I worked for this company it is a lie, scam call it what you will. Do not get a security system from Firstline security. And most of all don't work for them. If you work for them when you quit they will tell you oh yeah you owe us more money then we ever paid you. i worked for them for 2 months and the manager said if i take them to court they'll also charge me another 6,000 dollars. Pros: wireless Cons: they lie to you about prices to make extra money, product is horrible more

I had a ""free"" system installed on 04/06, however the assigned technician was not able to get the system working without errors (after three attempts on three different days). After his first installation attempt, a door sensor fell off as soon as he left the house. After fixing that, he determined that the motion detector was also not functioning and it was replaced. Now the central battery is not charging and he was going to have corporate complete a remote end-to-end diagnostics test and call me with the results. The callback never happened. Luckily I cancelled within my three business day allotment but now I cannot get them to remove the system. To speak with the ""new accounts"" department it normally takes at least 20 minutes on hold to reach someone. The ""specialist"" assigned to my account scheduled an appointment for system removal with the same technician for 5:15PM on 04/11 and of course no one showed. After spending another 20 minutes to reach my specialist, he explained that the technician?s internet access was down and he had no idea that he had an appointment - even though we left him a voicemail on his cell the evening of 04/10! The appointment was rescheduled for today (04/12) at 5:30PM and again no one showed up. Today's customer service experience was the worst; I was disconnected twice after waiting 10 minutes on hold to be transferred to new accounts. It was explained to me on my third time calling that my ""specialist"" was out of the office and no one else was permitted to handle my account AND all managers were too busy to take the call. The operator even took me off hold and asked if I could take a transfer (thinking I was a coworker)! \r \r Overall, both the technicians and the customer service representatives are clearly not trained to standards. Thankfully I was lucky enough to cancel my account in time but now I cannot even give them the system back!\r \r STAY AWAY FROM FIRSTLINE SECURITY!!!!!\r Pros: Friendly sales force Cons: Inept Technicians, Horrible Customer Service, Not that Cheap ($44.99/month) more

We've had our system in place since Sept 2005. It has yet to work! Our system was installed in WA state but any Firstline system comes with the same customer support....out of their Orem, UT office.\r \r Firstline will not discuss removing the system and instead wants to upgrade to a more expensive piece of wall art. We've had too many Tech's out and none could fix it why woudl we want their service at all? Firstline's security line was patched into our main land line and it keeps our land line 'captured' (theri word) and unusable. Bottom line, the security system doesn't work and even in the event of an emergency, we can't call out for help.\r \r No warm fuzzies here for how Firstline keeps their customers secure. Don't install their systems unless you want to risk your families safety. Cons: Poor customer service, no call backs, techs don't know what they're doing, unreasonable, etc. more