Excellent in many ways 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.

the setup process was quick and easy the setup process was quick and easy, and the technician was explain me slowly and detail. I like the fact that it is no contract and we can cancel anytime. The only thing is the basic plan doesn't include a remote to turn on and off alarm. that's why it didn't get 5 star.

Not very Happy. I had my service started on 07/01/2020, the service person was clean and efficient. He set up my service in less then an hour installed a new board so I may use my smartphone to activate the alarm. IT did not work, and it is going to take two weeks before someone can come out and make repairs. I just regret paying up front when I could have been billed.

I have Ben with smithompson Security…18 years 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.

2 HOUR RESPONSE TIME 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.