Customer ReviewsforSmith Thompson Home Security

We searched, intentionally, for a local alarm monitoring system when we remodeled. There are so many Big Box competitors!Smith Thompson has faithfully served and protected our home. I know that they will do the same for you.

Simple and easy! Came exactly when they said they would. Upgraded my current alarm system and set me up to manage it from my phone all in less than an hour. ***** the technician was accurate, friendly and extremely professional. Oh and for less $ than I had been paying my previous provider for eleven years!

I have been a customer of ***************************************** Home ********************** for approximately 10 years in two different houses and have always found them to be prompt, efficient, friendly and reasonably priced. Recently I had a problem with my Alula remote device. I called the technology department and they quickly scheduled an appointment. The technician arrived on time, checked the home device, installed a new unit, and double checked the entire system. He explained the problem, fixed it and now I feel safe and secure. I would highly recommend Smith-Thompson.

**************** below 1 star. System review 1 star, even in the words of their reps once theyve come out more than 1 time each is, the system is very average. There are plenty better system out there. Just need to have someone install them for you. With that being said. See all pictures below. The customer service ***** gives and how he trains his field reps to document clearly shows its their style of representation and customer service. How they make their system they document in to show that things are good but the field reps tell you they are your point on contact and reach out to them if you need something. Then when they stop responding or returning call in the field. You then contact customer support, they say, it was all good as the last rep reported via notes in our system. The system has NEVER fully functioned. We have had reps out here for 23+ hours to try to figure it out. One rep stayed from 2pm to 6:10pm with still no solution. Would walk outside to call his boss and they are on the same page if they cant figure it out well take care of it. Even the owner knows the situation. They are all full of it. The last rep **** who doesnt return calls now, who was suppose to be my main point of contact and in contact with owner about my situation, said, dont even worry about renewing your system, just give me a call and we can discuss since we cant figure out the problem.The very first rep over 2 years ago, gave me a free WiFi extender that has never been connected. They have swapped out cameras and the doorbell that still have the same issues before contract expired. BUT since the reps noted it was all good. Then there is nothing they can do. They are a joke along with the system as their field reps will even tell you. Would NEVER recommend them, and tell you to run like wildfire if they try to tell you they will take care of you.*See pictures and review on ****** for more*

Moving into a new house after 29 years in one location. Thought I would go with the big name higher priced company after all those years of managing a couple different DIY systems. Silly me thought paying more would equate to better service. After spending 8 hours in an empty house waiting for the AM scheduled install. The tech showed up at 3:00PM, and was unable to install the system as per my request. I asked him to kindly leave. Called Smith Thompson and they were able to schedule an install for the next afternoon. And get this , the tech showed up on time! In a professional manner, he promptly installed the system to the details per my requests. I ended up paying a fraction of what the three letter company was gigging me for. The system although only on line for a couple weeks, has worked flawlessly. Go figure!

We couldn't be *********** started with the initial call to consider the change. Our phone conversation was with a knowledgeable representative who was very professional and easy to understand.************** **** installed the equipment in a professional manner and explained everything as we went along. Equipment is easy to set and control from our phones or keypad. It is simple to use.We now have had the system for over two weeks and the transition has been seamless.So glad we switched!

Horrible experience with this *** and we've only been a client for a few days! The initial installer **** was amazing, great knowledge, and very professional. Went above and beyond installing our system which was the most expensive/fully loaded 1. He couldn't get the additional garage door opener to integrate with the app (even tried customer service) so agreed to come back in a couple of days to finish the job. We were completely okay with that. It all spiraled downhill after that.. A tech by the name of ***** (instead of the initial installer), came by and ruined the experience. First off, I work 8-5:00 so I can't be home all day. I made an exception initially and took the day off to ensure the install went well. So for the next appointment to finish the initial job, it was just my wife there this time. At 1st, this tech ***** was very confrontational, abrasive and immediately seemed unprofessional. He made comments to my ALONE wife attacking the first installer such as, "Who did this, why'd he leave the job incomplete, what's wrong with it, what did he say?!?!" Continuing to attack and berede the initial incomplete job/installer as if it was our fault. My wife was cool and collective but didn't know what to say and tried to explain the best she could. She then was uneasy and had the tech call my phone and he continued to ask the same thing. I explained exactly why, he couldn't get the app to integrate. He then was like "well he installed the wrong one, he installed an old one, I'd ************* one, why'd he install that one" Was it the short pudgy guy who did this?! Continuing to attack and interrogate. Unable to gain any traction, his anger festered and the real issue began to unwind and unfold. He began to make unsolicited advances on my ALONE wife and got EXTREMELY creepy. For rest of the review, please see ****** Reviews.

I have had ST security for several years now without any real issues. Till today. The security system is good and the price is very good. However, the technical support I received today was suboptimal. The display box started beeping so I called to find out what the display message meant. The first girl explained I needed to change the battery in the power box. I was unable to open the box and asked her which way it opened or if there were any latches.I was unclear as to her instructions so I asked her to clarify. She got short , repeated the same message and suggested I get a neighbor or someone to help. Like maybe I'm not capable of understanding an instruction. She then said she has done all she could and could send a technician. I asked for supervisor. ***** came on and was every bit as short and insulting as the first. I asked for his supervisor and he said he was it. I expressed my dismay over there inability to talk me through this since they were " technical support " and the issue was minor. Very dissatisfied with how they spoke to me. I'm a handy person and very capable of following instructions when they are given by someone who knows the product they represent. They couldn't tell me why I needed a ******** screwdriver and if there was a latch inside. Come to find out no screwdriver was needed. The cover frame was be bent and caused the cover to be stuck against the box. There was no need for them to talk to me the way they did. A little patience and kindness goes a long way.