Security One

I am a customer of Security One for several years. Actually I don’t even know if I am a customer of Security One or Safehome Security, since every time when I call the Security One they tell me to call Safehome Security. Apparently, Security One signs the contract, but then passes the customers to Safehome Security. Anyway, the customer service at both places is HORRIBLE!
My system was malfunctioning in the Night State Mode and I called Safehome Security to schedule a service call. They told me they can accommodate my schedule and the technician will be at my house between 5 and 7pm. Today at 1pm I called to confirm and the lady told me the technician is scheduled between 1 and 5. I said, I can’t be home at that time and the original time was 5 to 7. She said, if that’s what you were told, that’s what it is going to be. I felt reassured and got home at 5pm. As I was walking in, my phone rang. It was Security One (not Safehome Security) and the girl told me that the technician tried to call several times, was at the house, but nobody was there. He was gone and will not be coming back tonight. I asked why is it Security One and not Safehome security, the answer was incoherent.
I am so fed up with them that I am researching other companies and seriously considering to switch.

This company has the worst customer service! I never felt safe with this company. Their equipment worked for two months before breaking and not working at all! For all of December I tried to get them out to fix their faulty equipment but was met with the biggest joke for customer service. The day someone supposed to come out at 11 I called and was told they won’t be there for another 4 hours, when I told the person this is not what I was told by a supervisor and I can’t be here 4 hours later he hung up on me. When I called back on got the same person I asked him to give my number to his supervisor and he yelled and told me it wouldn’t matter if I told his supervisor about him and I never did heard from the supervisor. I have been told to call people and when I do they never pick up and never call back! There is no communication between any departments and you will get transferred more times with them than you think possible, seriously I was on the phone for two hours bouncing around and still didn’t get my problem solved. The equipment looks nice but has several problems, my main problem is the app. When I armed the system using the app it would say that it was arming for away but when I checked it was always armed to stay, which means motion sensors are off. They didn’t even connect all of my windows to the system! Guess what when I called about that they never got back to me! go figure. Do not buy this because of how cheap it is, will be buying crap to protect your house.
I finally got the attention of someone I thought could help me out, that was a week ago and still haven’t heard anything for these clowns. They will tell you to call 888−584−5152 and say they will fix everything. All last month I have been calling 888−584−5152 and most times without any warning I get transferred to the monitoring station. When I finally do get a hold of someone after hitting 4 (customer) then 3(check on dispatch) they have no idea what is going on and to talk to a supervisor is like pulling teeth. I do not have my own business so I can’t understand how hard it is but you need to rethink how the set up of customer service is.
Im sure most of your good reviews are because people haven’t experienced your equipment breaking on them yet like mine did. I’m sure once they try and deal with customer service they are going to change their reviews.
Just to make sure the problem wasn’t on our end, we called and asked if you were receiving our payments. We were told that someone will call us back. A few days later we had to call you back and finally they told us no. When we found that out FINALLY. We thought «okay we can ignore the shitty customer service because the start of this problem was on us.» BUT, and this is a big PROBLEM, we double checked with our bank and found out you were getting our payments and either can’t use the software you have or lied to us!
Again do yourself a favor and don’t risk having to deal with customer service from this company it is the biggest mistake you will make when it comes to security.

Claudio, please call me, it is urgent!
I will be back to change update this review.
Greg Hill

Carlos installed our security system today. He was very efficient, professional and friendly. He explained everything throughly and installed the apps on our phone. Highly recommend this company.

We decided to change our security company because of problems with repeated bad customer service, so I contacted several companies to do my research. We decided to go with the security provided by our cable provider because it seemed like a good deal (no cost for install, free new equipment, big name, same price we were already paying). When Security One called me to follow up on my request for information, I informed them that we decided to go with another company. Rather than just saying, «Oh Okay», the owner, Claudio, told me that he wanted to earn our business and to let him know what the other company was going to provide so he could beat it. And he did. He offered us much more for the same price.
Security One not only put forth the effort to earn my business, they provided us with excellent service. They were out to install within two days. Everything was done exactly the way I asked for it (even with some windows having two different sensors to account for the possibility of an AC being in the window). Carlos, the tech, was friendly, professional and efficient. He explained our (very easy to use) new system to us clearly. Then, when I had one issue with a sensor not lining up correctly that night (nobody’s fault – it was a miscommunication), I emailed Claudio and he had Carlos back at my house to fix it the same day.
We have now had Security One for 2 weeks. I am extremely happy with the service I received. They could not be more responsive. And, I love the new streamlined equipment and easy to maneuver touch-​screen pad.

DO NOT USE SECURITY ONE, WOW! One of the worst customer service companies I’ve ever dealt with. The back office has no idea what is going on. The owners are obviously terrible at how to run a company. I never post on Unilocal,so let this go to show how bad working with this company has been. Don’t let them fool you and give you the run around and treat you like shit like they have us…
Thank you,
Kris

Carlos the tech was friendly, courteous and professional. He solved our annoying sensor issues with a smile. Thank you,