Smith Thompson Home Security Reviews 

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)

We couldn't be happier. It started with the initial call to consider the change. Our phone conversation was with a knowledgeable representative who was very professional and easy to understand.
Our technician Luis installed the equipment in a professional manner and explained everything as we went along. Equipment is easy to set and control from our phones or keypad. It is simple to use.
We now have had the system for over two weeks and the transition has been seamless.
So glad we switched!

Been with this company for over 10 yrs. Was very pleased, especially when they would call you even if you set the alarm off by mistake-making sure you are OK. Their only job is to contact you when your alarm is tripped to make sure you are OK, and notify the appropriate deparment if there is a situation. I had a guest get up this morning and set off the alarm. It went off for about 45 seconds before I could turn it off. NO CALL! I had set it off myself twice before over the last couple months and disarmed it quickly, which I assumed is why they didn’t call (they used to calL EVERY TIME).
After this morning, I can see the trend that they don’t care anymore. And PLEASE don’t chalk this up to Covid! I’ll be searching for another company that honors what they tell you to get you committed to sign a contract. Sad, I recommend this company to friends and my girlfriend-who all signed up. Now I have to let them know how this company is not living up to its promise.

Their customer service listens and captures the issue and arranges the technician visit. The technician was very methodical, and I had no doubt that the issue was fixed when he left. Very happy with Smith Thompson.

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!

Update from this 3 STAR review switched to a 5 STAR: after my review yesterday within 2 hours I received a call from Smith Thompson. They asked to come by on August 24th to reset the alarm and back online without a service call fee.
They said what they wish they had done differently was to tell me during the original call that it would require a service call fee to bring the alarm back online.
I agree with that (although I also think after watching the tech they could have guided me through the process of updating the keypad.)
Regardless, it is done and I'm a Smith Thompson fan again. They handled this perfectly!

Original review: I have been with Smith Thompson for at least a decade, maybe more, and the experience has always been a '5' star.
Recently one of my devices needed a new battery. I did not want to pay the service charge just for a battery, so during the conversation with Smith Thompson support desk we decided to take the device offline until I could get the battery.
Today I called to bring the device back online. They said they had deleted the device completely and could only turn it on by sending a technician and charging me a service fee.
I used to feel the integrity of Smith Thompson was above reproach. That feeling is waning based on today's experience.
What we initially discussed and what they did were two opposing actions.
I asked what they were willing to do before I went to social media and they said 'nothing.'

Now I've wasted the cost of the battery and am doubting the integrity of their business practices: "Generate dollars instead of taking care of their customers. Say what it takes to get that service call, even if it means you are misleading the customer."

If they monitor social and do the right thing, I will post an update. If they don't, I won't forget. I noticed they had expanded to bug control services and was thinking about exploring that service with them because I have been so very happy over the years, but this experience has taken that opportunity for them off the table.

I think these people are the best alarm system for older adults. A neighbor recommended them originally and after 4 yrs I completely trust them and recommend to all older adults If you love your parents this is a must.

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.

Smith Thompson Security is the best! We have been customers for several years and have never had one issue. The service is impeccable and gives us such peace of mind! Highly reccommended!

Smith Thompson is my one and only security company. They are prompt, courteous, fair, and reasonable every single time. I highly recommend them to anyone. Bob Garrett – Carrollton

I’ve used Smith Thompson for monitoring for several years…. Needed a new keypad installed…. They gave me a reasonable quote and upgraded the alarm panel and installed the new keypad in less than an hour…. I would definitely recommend this company!

I had the security installed last month and one of the doors sensor was not working and I had called Smith Thompson. They sent me a technician yesterday and he quickly fixed the issue. Not only that Danny did all types of validations of the entire alarm system and explained to me a lot about the system which even the installer didn't explain when they installed it in June. I appreciate Danny's help yesterday and the way in which he explained the entire system to me yesterday

We had our Alarm System 4G LTE Ready Cellular transmitter upgrade today. It was the very best experience we have had in a long time. He came within the time frame window, quickly did an excellent installation, fixed some other things that needed to be tweaked, and was very pleasant to work with! Thank you Smith Thompson!

We have enjoyed the service from Smith Thompson for four years now. A breeze to work with. We have had nothing but great service!
A.M. MacPherson

I've had Smith Thompson home security for years. It's a great value, immediate call the few times I've accidently tripped the alarm. I recommend the service to everyone I who ask for home security recommendations.

I have Ben with smithompson Security company for 18 years and I have been very satisfied every time I’ve had a problem they took care of it so for me that is the customer service they will don’t fix it stay with the one Mr. Tucker thank you Smith Thompson alarm Co.

From initial consultation to implementation another quality job by Smith Thompson.

I have been using Smith Thompson Home Security for many years. You just can not beat the price for home security. I did not need all the bells and whistles that other companies push on you with their bundles. I knew what I needed. A friendly no hassle company. Go out and compare prices and you see that Smith Thompson can't be beat.