Smith Thompson Home SecurityReviews of smiththompson.com

We had our alarm go off in the middle of the night on Saturday. We got zero calls from the alarm company in response. We secured our house again and I waited up for another hour to see if they would respond. Nothing. TWO HOURS LATER, at 4am, the police department is pounding on my front door. They just received the call from the alarm company. So, the cops weren't called for over 2 hours after the alarm sounded. When I called back the company at 4am, the person got a complete attitude with me saying they had so many calls because of bad weather in a city over 4 hours from mine. They were answering calls in the order received. So, at 4am she's arguing with me about the acceptability of a 2 HOUR response time. The next morning, I called to talk with someone. This lady's response to me was if I wanted to discontinue my service, that would be a billing issue. She didn't care one bit about the fact that I was concerned about their response time. She then put me to a manager (who wasn't in until Monday), and I left a message. I never received a call back from the manager. I had to call three days later and speak to him. He also didn't give any concern to my issue. None at all. After talking with three employees of this company, not a single one did anything about my issue or gave any reassurance of my concern with response time. Perhaps they have too many customers to service. I am just thankful that the alarm wasn't for an emergency where I would need the police or ambulance. So, now I am questioning why I pay Smith Thompson to monitor my home if responding to alarm calls in a timely manner isn't on their list of importance.

I took a day off from work to be home to install the "required" upgrade to my alarm. That was seemless until after the paid technician left I discovered the key fob remotes no longer worked. Calling the tech line I received a snooty brat female on the other end of the line that immediately claimed "you don't have any remotes on your account, how many remotes do you have and I will reschedule the technician to come back out and fix the problem" Apparently its no problem for them for you to miss more work and leave a half finished job behind so they can come back and finish up. These are only the remotes I've had for years, the ones that existed and worked before the "upgrade" for many years yet now they are not on my account and now this security system is rendered almost unusable.

I scheduled an appointment for a required upgrade to a LTE/5G transmitter on 2/7/22. They never showed up. They called later to re-schedule for one month later. I was told they over booked by 50,000 for that same date. How is that possible? They didn't asked, they told me that will be the date! What a failure operationally. But instead of admitting to it and fixing the problem. They blame the customers for all trying to schedule the upgrade all on the same date, which the system allowed to schedule. Not trustworthy. This required upgrade cost $90 and should not be paid for by the customer.

Just contacted the company to inquire about monitoring service and was transferred twice, first to billing speaking with Lauire (sp?) (maybe I wasn’t clear about looking for service to the person who initially answered the call) and then to sales speaking with Brittney. Positive - the first two individuals I spoke with were very friendly and seemed helpful. Specifically looking at monitoring as I have existing equipment that works flawlessly and haven’t had any issues with the current monitoring provider, just looking at cost. Was clear about this with Brittney since my current provider also provided the installation but the contract is coming up and the current monthly pricing has included the cost of the “free” equipment. One of her first questions was the type of equipment I have - 2Gig specifically, and she informed me that was proprietary equipment and I would need a new install. She was trying to sell me a story that the wiring couldn’t be recovered. I’m sorry but magnets in existing hardwiring don’t understand the word proprietary. I could believe that maybe some of the wireless components would be proprietary but she told me the whole module would not be able to be used. This was the first company I contacted because I have heard a lot of commercials on the radio professing how great the company is and I also would like to keep business local but she told me only the company who installed my equipment would be able to provide me service. Hmmm....low an behold the next call I made to a different company is very familiar with 2Gig equipment and provided a whole lot of details including what they would not be able to do. Just based on this interaction alone and the false information provided I could not recommend a company that seems intent on selling unnecessary equipment.

Very unprofessional technical support team. I called because my key fob wasn't working, get in touch with a technical support member Andrew. He was trying to sell me a new key fob because the serial number he was looking for it's not there. Also very rude and unprofessional . I submit a support online to the company but no one contacted me. Very unprofessional technical support team.

I used Smith Thompson for over 2 yrs. They are good until you replace them with another provider. I paid them well in advance in 3 month intervals. When my Smith - Thompson security was dismantled by the new provider, NEVER did I get a call from Smith - Thompson asking was there a reason for our security system being tampered with. I was taken aback because I thought I had adequate security monitoring. I received my bill but didn't pay it because none of Smith-Thompsons equipment was still in my house and I have always paid timely usually in advance.. If they"monitor" my home, they know that. Still no call from Smith -Thompson to confirm my home had not been burglarized and the wires cut, but I did receive a threat of collections for monitoring the say they did at my address. I now get a threat of collections with charges for 6 months I have had another provider. They said there is nothing they can do, they have been paying personnel to monitor my home and keep it safe.... Really? No equipment in my home but you are "monitoring" my home and I have to pay for it. No doubt they will filter this real life experience from their list of satisfied customers. There are no complaints listed on their website and it looks like everything is great. But this experience has proven they have an inferior security system where an intruder can cut or remove the battery from the system and not only will Smith Thompson not respond or check on your home, they will continue to bill you for 6 months, then threaten collections. BUYER BEWARE!!! Your home and your credit is at risk..

After reading all these review I decided to switch my service with Smith Thompson. I called twice and talked to two different people and they both had same attitude. All I was trying to ask as many questions as I can so I don’t end up complaining later for not me being informed but both individual sounded like they have been forced to the job, no excitement or greeting in their voice as you hear from sales people. They both sounded irritated by asking questions and just wanted to setup a tech appointment without telling me if they can setup account on the phone or I setup online and what other service or option I can get. I am glad that I experienced this before I took their service and I can move on to someone who knows how to treat their potential customers. Smith Thompson should know that first impression is the last impression.

Unfortunately, I prepaid with this company and thought the experience would be a great one. How difficult can it possibly be to call a phone when an alarm goes off? Well, it must be rather difficult. There have been several instances when this company (Smith Thompson Security) did not even call my phone to see if everything was okay. On one occasion they actually sent the police to my house. Combine this with the fact they are very argumentative and extremely rude when contacted by phone, and I suppose you can imagine that I will not renew with them.