Smith Thompson Security

I had their services for 3 yrs. I did not receive calls a few times the alarm tripped. more

Beware if you have the wireless monitoring system. It appears ST's wireless monitoring equipment is not all that great. Just found out my system has not been monitored for the last six months, at the very least. This was when the alarm first tripped and I rec'd no call. Last week, when it tripped, I still did not receive a service call. Today, when still no call came after it tripped again, I called them. To make a long story short, the supervisor on duty tells me ""you need to let us know when it's not working so we can fix it"". How am I to know when the system is broke, so that I may call the people who are paid to monitor the system, to come and fix it?? In the end, I asked for the refund of the last six months of service since obviously no service was provided. She tells me I must speak to Mark, the owner. Within minutes, I receive a call from him. I was shocked at his abrupt attitude. I must say, for someone who's the owner of a company, he sure is lacking in customer service skills. Never asked my side of the story, no attempt at placating the customer; just appallingly rude and arrogant. His end response to me was ""If you want to cancel that's fine. I understand. Just know that if we determine that the equipment is non-functional due to weather, you will not be refunded your deposit"". When I informed him that I would be reporting this to a consumer advocacy group, he raised his voice! That was it. I thanked him for this time and his attempt at customer service, and that he shall be hearing from them soon., As a side note, he tells me that the only time this equipment fails is when there's bad weather. And if it does fail and must be changed out, you lose your deposit, which was not told to me when I signed on the dotted line....shady service, shady company. Pros: low service fee Cons: service (lack-thereof) more

My alarm went off and never received a call from them. When I called back the staff from the monitoring department put me on hold immediately without asking me and after long wait he was extremely rude when he was checking my credentials. Next day I called the Customer service and asked for the owner, I guess his name is Mark. I explained him the situation about his staff being rude/putting me on hold and most importantly not calling me when Alarm went off. Mark (the owner) is as rude as his employee, he told me that if I don't like his service then I can take my business somewhere else and he laughed and said ""oh if I loose your business and I?ll go out of business by the end of the day"" and then he had asked me to cancel service the same day.....surprising to hear from the owner... In a scale 0-100, I'll give them -100. Do you want someone to monitor your house who never calls when alarm goes off? Looks like their monitoring department is under staffed and that is the reason for putting me on hold......do you really want that in emergency situation? Cons: poor service more

I have had Smith Thompson for about 7 months now and I'm satisfied with the service. I couldn't find a better deal and they call you back very fast if your alarm goes off. I had a door sensor go bad the other day and they fixed it free because they had a guy in the area already! I recommend this company. Pros: competitve price, no contract Cons: none so far! more

This company is ok if you are paying them and dont have any problems. As soon as you need service or want something that requires effort on their part, the owner of the company will be eager to tell you he doesn't need your business and you are welcome to take your business somewhere else.\r I was informed I didn't buy my equipment from them, which seemed to put me way down at the bottom of his priorty list, even though it was his sales person that knocked on my door and begged me to let them monitor my alarm (the same one they did not sell me). \r While asking questions about service or charges, I was promptly put in my place. I had no right to question his expertise and he had given me my choice, take it or leave it, HE was the owner of the company and HE was not going to waste his time with me.\r The owner obviously does not enjoy what he does, nor does he pretend to be concerned about his cutomers.\r \r Pros: The employees seem nice and helpful. Cons: You'll get switched to the owner more