Sonitrol Security Systems of SC

I was informed about the upgrade by a Sonitrol representative. The actual upgrade was performed a a Sonitrol technician. Both were excellent professionals.

Excellent customer service, the technician arrived on time, was very careful, polite and got the job done. He explained everything thoroughly and finished the job in a timely manner.

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I had a very difficult time getting an appointment with their rep. Each time I tried to set an appt he had some personal business to attend to, doctors appts, etc. and could not give me a time to meet. This went on for weeks. When I called the office to get someone else out, I was sent back to this man repeatedly, and the receptionist insisted that he was the only rep for my location. I then called Sonitrol in North Carolina to see if they could provide the service since the equipment was there. They suggested I call the owner directly. He was responsive and sent me another tech. That tech was in a hurry to get to a child's game, so rushed and after I signed the contract and he left, I realized it was for more money than the first tech had quoted.
The install tech came, tested the system and replaced batteries. He did not have any manual for me. I called the owner about the price discrepancy and he was again very responsive and adjusted the contract, immediately having the secretary send me a new contract.
They seem like a sound company. I am happy with the service now. The owner might just benefit from an "Undercover" check on his employees. They all seem like lovely, top quality people, just a bit too comfortable and forget their job is to help customers.

It went fine, It works.

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I have done business with Sonitrol for over 20 years. I just upgraded to the wireless system and had a few glitches after the changeover and installation of a new panel. However, the attentiveness to fixing the problems made me positive I will do business with them another 20 years! Kim Harefield is the guy to deal with! Thanks guys!!!

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The installer was on-time.  It took him about 4 hours to do the install.  However, the quality of his work was terrible.  He drilled into the door frame (as one would expect), but didn't clean up his mess.  To my own fault, I didn't go into the crawl space to check his work.  One would think they shouldn't have to, but this one time I let my guard down.  Unfortunately, I found out that I should have checked.  3 weeks after the install, I went into the crawl space to run cables on an unrelated project.  I found the alarm system cables were not mounted (fyi, you don't want cables hanging in a crawl space. Critters can eat them).  The horn for the alarm system was literally hanging from a cable, not mounted to anything.  I was very upset.  I contacted the owner of the company.  I took photos of the install and emailed them to him.  He was very apologetic about the install.  He sent the installer back to my home to fix his mistake. His excuse to me was that he didn't have the tools to complete the install. He said he had planned on returning. I didn't believe the excuse, as he could have mounted the horn with the same screw driver he used to mount the keypad to the wall.  Also, the day he completed the job, he made no mention of not completing the task.  Due to the nature of my install, I was given one quarter of free service.  Other than that one problem, Sonitrol has been pretty good.    I hope that my install was used as an example of how not to do a job.

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We moved our Sonitrol security system from our old store to a new one. We picked up the keys to the new store and had Internet installed that day too, so timing was everything on the security system install.  Alex from Sonitrol was there at the precise time we requested and everything went smoothly with the set up.  He was professional, knowledgeable and friendly.  The nice part was that Alex actually worked for Sonitrol and was not an outside contractor.  He knew the equipment well.
We also changed to Sonitrol at our home because of the great service through our business.  I set the alarm off by accident about once every couple weeks.  Sonitrol calls in about 10 seconds to make sure everything is all right.  With the previous security company it would take 10-15 minutes before I got call... if I got one at all. 
Bill Hoyt, our rep is always very responsive, from when we first called to inquire about service, to answering my silly questions about the keypad. Just this week he helped me set up my chime on the back door. This reminded me that I need to write a review since we've been happy with service, and I don't typically write reviews.

 

Everything is going well so far.  

Sales engineer was very helpful and knowledgeable.  Missed one appointment, but rescheduled very quickly.

The rep came as scheduled and installed the system. He informed the company that they supplied him with the wrong one but they disagreed. 2 days later we were called when we couldn't download the total connect app. We were then informed that we had the wrong system and they came out the next day to install the correct one. The rep stayed until the app was downloaded correctly.that took 1 1/2 hrs!

I was pleased that we were not charged for updating the system's control box. However, we didn't feel that we should have been charged for the wireless device since it turned out that this window was orignally wired but the wiring had fallen loose and could not be found. Also, we had understood that we were not going to be charged for any of this work. Evidently this happened some time ago, but no one bothered to check it in previous service calls. The last service person seemed to be more conscientious than some of the other people they have sent, so I do want to put in a good word for him. I think that they lack responsiveness and appreciation for current customers.

Technical assessment to printed estimate, followed by approval, scheduled installation and operation.

We previously had ADT for our home security system and were not happy with the service.  We asked for new assessments from Xfinity and Sonitrol.  Xfinity sent a new sales person who could not answer questions regarding security and could not provide physical examples of the security devices.  After 3 visits from Xfinity, the company was easily eliminated from consideration.
We decided to use a locally based company for our security system and selected Sonitrol from Angies  List.  My initial phone call resulted in a face to face assessment by Bill Hoyt, Sonitrol Sales.  Bill showed up on time and performed a thorough security evaluation.  He did not try to push all the new  security gadgets but instead tried to understand our goals in having a security system.   The system was installed a week later with no problems.
Suggestions:
1.  Decide what your goals are in having a security system.  Do you really need video coverage?  Do you need backup digital coverage.
2.  Correctly placed detection devices can eliminate the overuse of additional devices?
3.  Consider the options of remote access through smartphones

Very professional.

Courteous, prompt, efficient, professional, very pleased.

Very smoothly and professionally.