Atlas Security — Local services in Springfield

Our experience with Atlas Security started when we dropped into their office, without an appointment, I might add. Liam came out of his office, and he took all the time needed to answer all our questions and even answered questions that we did not know enough to know to ask. Liam was a joy to work with, very friendly and not pushy. We wanted a monitored alarm system and wired security cameras. He set us up with an appointment to come to our house and give us an estimate. Our house is big and complicated, so Liam wanted to bring out one of his top installers before giving us our estimate.

A few days later, Liam returned with Rebecca and toured our house and determined that our house was somewhat complicated but would not be any problem and could be completed in two days. By the end of that day, we had our estimate. As we were still waiting for more companies to give us estimates, we told Liam that we would get back with him. In the end we decided to go ahead with Atlas even though they were not the lowest estimate.

When Rebecca arrived to begin the installation the first day was spent getting the alarm system installed. Although Rebecca is very professional and knowledgeable she just could not make a defective control panel work. The second day was half spent replacing the first panel with another panel, that one refused to work either. Rebecca spent over an hour with tech support getting the issues worked out.

Now it was time to start on the camera system, which quickly became a nightmare. As I have said, our house is big and complicated. The two days install ended up taking longer than what was anticipated. It took almost three weeks, due to illnesses, waiting on equipment, and the layout of our home being complicated. But through it all, Rebecca stayed professional, friendly, and kept a great attitude.

Overall, although the project was much more complicated than expected and took way longer than planned, the price of the installation never changed from the estimate and we now have the system that we wanted, and it is perfect. As a result, we are very pleased with Liam, Rebecca and her team, and the entire Atlas installation.

Our deepest gratitude to all who had a part in the success of the work that was done. ...

Had Atlas for years and have had nothing wrong with them. Unfortunately, they have an issue that shouldn't affect any business this size. They now charge you a $2 mailed invoice fee. That's fine and is even understandable. HOWEVER, you can't pay the bill online or even get a bill online. You just send them an authorization to keep billing you every month without getting a bill beforehand or pay the $2. These bills don't change much but I always like to keep them for records and I have seen overcharge mistakes happen with businesses that are easily fixed before the bill comes through. This issue is serious enough to get me to consider using another security provider. Even if I have to pay more. If a business can't get something this simple right, I have a problem feeling comfortable with them being able to protect me if something unfortunate happened to my home and/or my family.

Update:

I was told in the response that there was a customer bill pay portal. I couldn't find it so I did a chat session with them. It literally told me there wasn't one. I appreciate the accommodation for the email but the issue is one hand doesn't know what the other is doing. How can I trust Atlas with my actual security if I can't get simple clear correct responses? A company that should be on top of technology should have simple online bill pay also. Not going to pay over the phone in 2025 and getting a bill (either physical or electronic) should be an automated process for everybody. Not just sending bills by email for those that ask for it. I might be OK with that for a company that I don't expect high-tech services from but this is kind of scary coming from a security company. The people have been friendly enough but this is an issue that reduces my confidence in the service quality provided in a service that could end up being involved in life or death situations. Note, this has NOTHING to do with the $2 charge. It has everything to do with what I found after I tried to pay my bills to bypass...

I love the idea of supporting local businesses but I cannot justify willingly giving my money to this company anymore. We have had their security services for over three years now only because we haven’t taken the time to switch to another company. When I called to cancel our services today, they let me know that we had a 5 YEAR CONTRACT with them! That is insane! I know that is not an industry standard because I just got a quote from Vivnt for the same services, at the same price as Atlas for month to month service. NO CONTRACT. When I looked over the contract my husband had signed over three years ago I see that it is in fine print on the contract that we are contracted for 5 years. That is a bad business practice in my opinion. I don’t think my husband would have signed up for their services knowing this upfront. Either way, we are not happy with the service that we are provided which is why we would like to switch companies. Our alarm lost power last night during a storm and they called us multiple times and left multiple voicemails on our phones rather than send someone out to our property to see if everything was ok. What is the point of having a security service if they don’t send someone out when an alarm goes off? A useless company with horrible service that we are stuck with for another 21 months. I would never recommend this company and find their practices to be shady and unethical.

Update: This review was written on Friday and here we are on Tuesday afternoon and there have been no attempts made by the Sales Manager, or anyone else from Atlas for that matter, to contact my husband or myself to try and resolve our issues. Obviously, the response below was just an attempt to save face and to try and act like they care about customer service. Their actions tell the truth though. I guess I will have to reach out myself to see if anything can...