Smith Thompson Home SecurityReviews of smiththompson.com

I have had the WORST experience with Smith Thompson. They have made me jump through so many hoops to get my existing alarm system monitored by them and after their 4th visit, they finally said they don't want to monitor my house b/c something could break in the future and they don't want to fix it if it does b/c I have 10' ceilings. So the system all works great, but after taking 4 days off work (and other day to get things moved), they decided that they dont want to set it up IN CASE something breaks in the future. I've gotten the run around from all the technicians and done everything they have asked me to do, even hired other companies to come out and move things for them. If they didn't want to service my house, they should have said that day 1. I recommend looking else ware for alarm monitoring.

Beware!! I just switched to a reputable Security Company that doesn’t charge you to come out and fix their faulty key pads. Smith Thompson has pathetic Customer Service.

They used to be so good. Now their employees are just plain rude. And they use the crappiest equipment that CONSTANTLY breaks. I’d recommend going with a more professional monitoring company.

I asked them to install a second doorbell camera which they did and then after about a week it failed. When the technician came out he said the transformer in the attic blew out and I would have to replace it myself. Now I want both doorbells removed and leave me with regular door bells. This guy was a real jerk.

Horrible system. Cameras constantly disconnect. When they do connect, they only stay connected for maybe ten seconds. Service department is useless.

If I could give them 0 stars, I would. Had their service since 2015. Their equipment broke and they won’t replace it nor will they come remove what they wired in to my house. Literally- the hardware is broken and they want me to pay a service charge as well as pay for new equipment. They also said that we installed their equipment (because they said they didn’t) and that they won’t remove it but I am not an electrician or technician to be able to do any of this. It is a fire hazard with their property and they will not service it. Stay far away!!

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 ABSOLUTE JOKE. (See Google Review for pictures and emails for this to all make more sense)

This company has the worst customer service and corporate personnel I have ever experienced. They are unprofessional, lack customer service skills, and will hang up on you when you ask to speak to the manager. Worst of all, the "manager" has the worst attitude of them all. I had an alarm go off by accident, and they took a while to call, so I inquired as to why it's been so delayed the last year, only to find out they've been calling the wrong number. When I told the manager this, he lied and said they reached me at the number that's been disconnected for years, and then said it was his word against mine. I will never recommend this place. I value my family's safety too much to count on the people I spoke with to have my family's best interests in mind. These people are simply there for a paycheck and don't truly care about their job, which is ensuring the safety of their customers!