Security Solutions

Never have I ever experienced something worse than re-installing an alarm with Security Solutions. On 9/21 we sent a deposit to secure an appointment to re-install our alarm after getting new windows. It's November and we still do not have a functioning alarm. What we do have are 2 nights of being woken to the alarm sounding for no good reason. I had requested a change in the scope of the job to switch our old contacts for new. I made this decision when I saw our old contacts mounted to the side of our brand new windows. I was told the contact was too large to fit the top of the window. Now had I known that, I would have made a different choice other than trying to save a few bucks and using the old contacts. I was pushed to install wireless contacts on all of my windows. Not once during the sales process was I told that the only way to use our old contacts was to drill the side of our brand new windows. I asked Security Solutions to fix the holes, first I was ignored and then an email from a senior sales person stating in summary - the holes are all my fault and I should go to Home Depot and fix it myself. This entire time - our alarm has not been working and unusable. It was communicated that we will not pay the remaining balance until we have a functioning alarm, a finished final product. That does not seem unreasonable. Today, my husband gets a call from the sales guy looking for their payment ... he offers to drive to our house to pick up the check (seriously??). My husband explains we don't have a working system yet, there is another appointment scheduled for Thursday. Apparently - no one talks to each other, the sales people are wildly unprofessional

We had previously used a local company for our alarm installation and monitoring and had been quite happy. We recently moved and when I researched companies - to make sure I wasn't missing anything in the way of monitoring/features, not due to dissatisfaction - I realized that Security Solutions offered radio back-up. This was reassuring to me because I always worried about the effectiveness of our alarm system in the event of a power or wifi outage. Based in large part on this capability, we hired Security Solutions to install and monitor our new home. The first surprise came when I signed the monitoring agreement: a three year commitment at over 4 times the annual fee I'd paid for years with prior companies. I was old this was due to the added expense of the radio monitoring.
We've now had the system for 6 months. We've had repeated alarms sounding in the middle of the night with no apparent explanation and no phone calls from central monitoring. Upon investigation (again in the wee hours of the morning and on high alert) we've determined that it was triggered due to a disconnection of the radio system. We've never received a call from SS asking about our well-being or indicating a problem. When we've called them, we've met with reactions ranging from casual indifference to overt hostility. The basic sentiment has been that we should call during business hours and that we're somehow being unreasonable in reaching out for explanation.
During the recent storm and subsequent power outage we were without electricity for a number of days. After two or three of those days had passed we noticed that our alarm keypads were without power and we were unable to arm our system. Again I called quite late in the night. The gentleman that answered this time was at least polite and courteous and didn't dismiss my concerns. He submitted a request for a technician to
return my call. The technician that called me back was rude, dismissive, and took a stonewalling approach to providing information. It turns out that the battery back-up system the company vaunted was only good for 4 to 8 hours. When I asked the technician on the phone if it was something my husband and I could
change ourselves I was met with a smug chortle and told that I'd need to call the main number to schedule a
service call. He repeatedly iterated "call during business hours" as though I'd somehow committed a transgression in having him paged after hours. While I am fine with sleeping in an unarmed house on most every occasion, in the circumstances of a sustained power outage and with all of our smoke and carbon monoxide detectors disabled by the lack of battery, I was extremely uncomfortable and upset by the situation.
I could continue to elaborate at length on some other shortcomings but I think I've conveyed my experience adequately. I am looking forward to the expiration of our absurdly lengthy and inexplicably expensive contract expires so we can return to our previous company of 6 years with which we had no problem whatsoever.

Prompt, efficient and cost effective services. We use them for majority of our condo and residential customers. They always respond quickly and we've used them for almost 15 years now and expect to continue to do so in the future.

Security Solutions suffered a communications failure which made it impossible to speak with anyone at the monitoring desk for over an hour. As a customer with a number of systems monitored by this firm, this is inexcusable. We're looking for a new monitoring service - we have no choice.

We have been customers of Security Solutions for over 10 years. We have had a few alarms go off over that time and the service from SS was excellent. One was a CO warning while we had a baby sitter with our kids and fire department was there in no time. Happy customer for sure.

Super service! System is technically up to date, and the support is wonderful and secure. I never would leave home without it. We love Security Solutions

The alarm contract is for five years. The penalty for a customer braking the long commitment is having to pay the full amount remaining on the five year contract. Read the contract carefully!

Security Solutions Inc (located in Norwalk, Connecticut) sold me a defective yet expensive alarm system.

After being without a functioning alarm for over two months, I told them that I wanted to go with another company. They told me O.K. and to send them a letter on the date that I leave.

Upon leaving, I received a nasty letter from the head of their billing department demanding that I pay them thousands of dollars more for the remaining several years on the contract.

Security Solutions harassed me for the next two months with repeated calls to my cell phone. They blamed me that the alarm could not be fixed with some false story claiming that I would only let them service it on Saturdays. The president of the company wrote that he would see me in court with his "legal team."

When they finally took me to small claims court, the "legal team" was a debt collection attorney, the nasty letter writer, and their alarm expert. In court, they pretended that the alarm was only without service for a few days and that my motive for leaving was to get out of paying a bill for about $90. No one would spend thousands of dollars on a security system then leave months later to avoid a $90 bill.

Security Solutions presented documentation showing the alarm working on days that it wasn't even turned on. Their records didn't even match those of their own technicians.

In the end, I only had to pay the difference between the refund for the defective alarm system and the police fines against the remaining several years on the contract, which thankfully was a small price compared to the outrageous amount that Security Solutions was demanding.

I'm happy that I was able to prove that the alarm was defective in court, but it would have been even better if I had never used Security Solutions Inc to begin with.

The high upfront costs and five year contract should have been a clear sign for me not to use them. The contract is for monitoring and alarm installation. If the alarm does not work at all, and they ignore the one-year warranty, they will still technically be monitoring a non-functioning alarm system. The price of the alarm is less than the cost of five-years worth of monitoring, so it is not worth it to them to perform any high-cost repairs or replace the system. I recommend using a company that does not charge large amounts upfront, does not have a five-year contract, and whose contract is not written to be able to be used in such a predatory way. Security Solutions sued me for leaving them, and despite me clearly proving that the alarm was defective and that the one-year-warranty was not honored, I was still liable for the monitoring, minus the damages incurred on me for them not repairing the defective alarm system. Since the son took over the business, Security Solutions has gradually started to cut corners in quality. The contract is great for them and terrible for the client.