Smith Thompson Home Security and Alarm Houston — Attraction in Houston

UPDATENo response Over 2 Months* After trying to get in contact at your requests… still no response from Elias or customer service Team for now over 2 months. Rate your own customer service with this review. Wish there was an option for no stars. Sad y’all try hard for the first few months and then don’t care after you get customers money. Really shows. Why don’t you reach out since Elias and your customer service team won’t return emails or phone calls. I have a full time job. Wish your team did too, so they could return customer issues. Please call me or have C level executives call or email me? Thanks.

Customer service below 1 star. System review 1 star, even in the words of their reps once they’ve 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 Elias gives and how he trains his field reps to document clearly shows it’s 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 can’t figure it out we’ll take care of it. Even the owner knows the situation.” They are all full of it. The last rep John who doesn’t return calls now, who was suppose to be my “main point of contact and in contact with owner about my situation”, said, “don’t even worry about renewing your system, just give me a call and we can discuss since we can’t figure out the problem”. The very first rep over 2 years ago, gave me a “free WiFi extender” that has never been connected. LOL (see picture) BUT, it’s noted that everything was good. Even John, said that’s a shame, I am sorry for that. This extended is faulty and I don’t have one on me to replace. But I can’t take it because it’s been given to you. 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. the GREEN email is his only response from Elias with customer service BUT I’m sure since he noted it, everything is okay in their system. Yelp, no valid account to review on, but all 1 star except 1 review. This alarm system and monitoring is an...

I never write reviews, but i have to on this one. I'd like to specifically call out Adam in the sales department. The tech showed up to my house and said the estimate was wrong and I owe $500 more than I agreed to. Adam was asked by the tech to contact me, but he never did. So, the tech gets to my house and instead of owing $1800, I'm going to owe close to $2600 after tax. Company was unwilling to do anything except offer a couple of free months of monitoring which amounts to about 60 bucks. I asked for credit for one camera which is $250. They walked away from an $1800 job over $250. Can't say that that makes the most business sense. I see they mostly only respond to good reviews, so let's see if they have the sack to reply to this one. I dare them to say anything here is inaccurate. Not about the money here, about the principle. They were completely unwilling to own their screw up and so anything about it.

Update:

Hey Mr. Owner.........do not even try to deflect this onto the tech. The tech did a fantastic job. Of course he is human and makes mistakes. I even told you that I did not hold him responsible. It is not about the money at all. I had an estimate with a total that I trusted was correct. I do not care one bit about paying $500 extra for a good product. The fact that it was not brought to my attention until the tech showed up is the problem. Like it or not, that is a problem. And, it is NOT his responsibility to let me know. He is not a sales rep. If someone would have called me once the mistake was realized, no problem. Thanks for letting me know and let's proceed. I also didn't DEMAND hundreds of dollars off either. I said, own your mistake, credit me for one of the cameras, I'll pay for the other and let's get to work. Nope. And "several free months of monitoring"?!?!?!? TWO months is not several. Oh, and you can say you set the prices to what was said over the phone........never had a phone conversation with anyone over the phone. Again, had I received a phone call prior to today, I'd have a nice new Smith Thompson system in my house. But, you need to own the fact that you walked away from a big job over $250. This one's on you.......not on me. If you want to actually provide "several months" of free monitoring, then maybe we can talk. Two is not several. At the end of the day, just learn from your mistakes and if something like that happens, actually call the customer. That's the correct way to...

We have had a VERY rough start with Smith Thompson. The installer talked incessantly and even vaped inside our home, who does that? He was cocky and clearly wasn’t paying enough attention to job as the system quit working after 36 hours. Second guy was scheduled 12-4 and arrived at 6:30 and just changed battery in panel. Did not go in to attic and assess situation at all. Alarm went out again after 30 hours. The THIRD guy came out and said there was a problem in the attic but assured us he had fixed it. This time it went out after 24 hours. I was livid. I had spent hours now waiting for technicians to come do work, they would never send someone to me as first appointment of the day and now we had paid for a year of service and had a working alarm for all of 4 days. I had an electrician out, at our expense, to do some other work and asked him to look at the set up in the attic. He determined that there was back flow in the wires and it was overheating and the wrong transformers had been used. He did not do anything to fix things just assessed situation. So when the FOURTH Smith Thompson guy came out, I conveyed to him what the electrician had found. Finally with some input from others, this technician actually dug around and found the issue. The was not enough power being sent to panel, there was back flow and the wrong transformers had in fact been used. This took 17 days, 4 ST technicians and 1 smart electrician. System is finally working. While this was incredibly inconvenient and I questioned efficacy of a system that had repeated issues, what really angers me is that NOT ONCE did ST reach out to apologize, check how the visits were after each technician came to do work or work with me to ease wait times for technicians. System would fail and I would reach out and have to be the one to coordinate service appointments on their schedule. We paid for year ahead to get one month free and it’s like they got their money and could care less how satisfied their customers are. Bad business, terrible...