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This company is really horrible. They make appointments they can't keep, don't show up on time, and when they do they charge an astronomical amount of money for a service call. Their repair guy charged us $180 for a service call that wasn't even 30 minutes, not including any equipment or anything else. I have them in my business as well, I'm going to change to another company for home and business. I also have referred them to many of my friends, I will let each of them know how horrible this company is. I don't know how I could possibly trust them with my home security when the company its self isn't professional.
Posted: 10/04/2011 • Link to this review
I recently contacted them for an issue which had been recurring for past year or so. The agent had scheduled a technician visit for a Tuesday of the week and the service technician didn't show up on that day. There was no notification sent to me regarding it and I had to waste the entire day waiting for him. Finally, the technician shows up on Friday without any notice. He looks at the system and says the system equipment control is faulty. He completes the task and presents a bill close to 300$ (which includes service fee of $180). I was surprised because neither customer agent who spoke to me earlier nor the technician had mentioned that I am going to be charged. Since it was a equipment issue and not an usage issue, I thought it was covered under warranty. I mentioned to the technician to ask his supervisor contact me. The customer care agent calls me in few minutes and talks to me in a very rude fashion and hangs up the phone. Finally, the manager calls and blatantly lies saying I was informed about the fees (which I wasn't ) and also mentions I wasn't scheduled for Tuesday and threatens to cancel the service. Luckily, I have the call record track to prove that agent had provided false information and planning to take action against theem. Don't get involved with this company. Further they have been gradually increasing their fees from 4.95 to 9.95.
Posted: 9/30/2011 • Last edited: 10/04/2011 • Link to this review
We have used Direct Alarm for 5 years now. 2 homes and our Business. They have always come out within 1-2 days when we have a problem. Always earlier than their appt time. Customer service are great! Even when my dog bit the service tech he was still nice!!!
Posted: 8/03/2010 • Link to this review
Paid for service but my alarm doesn't report to them when it goes off. Hasn't since the day they 'installed' it. I try talking to customer service and get interrupted as I speak to say I must have changed phone services, which I haven't. Take your money somewhere else where you will get what you pay for.
Posted: 7/28/2010 • Link to this review
This company still maintains a website "495alarm.com" where they tout their $4.95 a month monitoring services. This year they have increased their price by 41% by adding a $2 "customer service fee" to each month's price. I don't know why the company doesn't have the courage to simply raise their price to $6.95 instead of playing a bait-and-switch game. Still the lowest price around but I won't do biz with them due to their deceptions.
Posted: 4/15/2010 • Link to this review
This company started out great, we've had them about 8 years with very inexpensive monitoring, but as of lately, you will notice a extra $2 a month charge which still only makes it $6.95 a month. Also if you ever have to call in for a problem, you will notice incompetent customer service. It may take you weeks to get an appointment and the staffing knowledge is very poor. Since i purchased my entire system from them, i will stay until they raise their prices. Otherwise, if you want a cheap system but no support or reassurance of service in the future, this is the system for you.
Posted: 9/14/2009 • Link to this review
This company is the cheapest in the state and has by far the best customer service! I had system problems and they sent a very knowledgeable tech out that same week who took great care of us. I have absolutley NO complaints and I would recommend this to everyone I know!
Posted: 8/22/2008 • Last edited: 10/13/2009 • Link to this review
their service is very poor. had a problem with my system and a tech arrived few weeks after I made the appointment. The tech could not make the repair so he told us he will have to come back. Another tech did, but the company charged us for both visits. Talked to the owner, but he told me they were 2 separate problems. How so? 1 problem->2 visits->2 bills. Naturally I canceled the service. CONSUMER BE WARE!
Posted: 6/04/2008 • Last edited: 10/13/2009 • Link to this review
This company is formerly known as Vortex Protective Services. Several years ago, after building a large customer base, the owner sold out to ADT and left their accounts in the hands of incompetent service. (ADT is a joke) Now, Direct is gobling up accounts again with ridiculous low prices targeting the naieve customer, only to sell out again for a huge profit. Lookout Griffin and surrounding areas!
Posted: 3/04/2006 • Last edited: 10/13/2009 • Link to this review