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AReviews26164 years on Angie's ListCompany names available to Angie's List MembersThis company offers services like home security system
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Home Security System reviews in Saint Louis
Real People ~ Real Reviews ~ Real Results
Highly unprofessional sales tactics and non-existent follow-up; not sure how this company has such a high rating.
Based on reviews I contacted Provider name locked. and spoke to a sales rep, Provider name locked. who deployed high pressure sales tactics during every encounter. Despite efforts to get to the heart of the functions of their products and what I needed for my home, i.e. camera, lights, and lock automation; Provider name locked. continuously tried to steer me to the things he wanted to sell me. He also kept referring to the "retail" price to explain the tremendous savings that I would receive. I asked him to stop quoting these baseless price figures as they are meaningless but he didn't Provider name locked. from his script.
Once he determined that I had everything I should need, Provider name locked. explained that he would use the Angie's List $199 plan I purchased to cover the cost of the equipment (up to $898.00 worth of hardware) that was most favorable to me. If there was anything not covered it would be charged to my card...there was to the tune of $798.00. Provider name locked. never followed up with me about those charges, I simply noticed them on my credit card statement. My expectation from our conversation was possibly a few hundred dollar (meaning less than $300).
I called and emailed Provider name locked. after I noticed the charges to either cancel my order or reduce the charges. Never heard from him as the sale was complete and he moved on to the next sales opportunity. As of this writing, weeks after the purchase I still haven't heard from Provider name locked. or anyone on the sales team.
Received the equipment and spent a week trying to figure out how to install it before giving up and calling customer service. Turns out that they failed to send me a master unit that was connected to an AC plug and would need for me to return that unit so they could ship me a new one. Somehow it was my responsibility to handle returns for their poor quality checking. This includes printing labels, finding a box, dropping it off at a FedEx center, and yet further delays of having a working unit.
I learned during the above customer service call that you cannot hardware your unit or it voids the warranty. If you have an existing alarm panel then don't even think of removing it and replacing it with Provider name locked. 's...that is a big NO NO according to Provider name locked. ; your panel must be plugged into an AC outlet. Provider name locked. only sends you one panel so it needs to be in a location where you can activate/deactivate it in 30 seconds when arming/disarming but also in a position where you can call for help in the middle of night during a break in. If you have a multiple story house like me, that means you can't have it in your bedroom on the 2nd floor where it is needed most during an emergency.
Decided to cancel my service since I couldn't get Provider name locked. to call me back, received faulty equipment, and was responsible to drive around the city to return their defective product. Spoke with Provider name locked. who was quick to cancel but reminded me that August services would be billed, and refunded, since it is near the end of Provider name locked. . Not specifically complaining about this point but it's 6 days from the next billing cycle so that means their systems are not integrated or they are just lousy stopping charges against your account.
Provider name locked. was definitely a poor encounter. I had recently been burglarized and with the high ratings was looking forward to their new system and the added protection. I ended up with pressure tactics, inferior equipment, and the onus on the customer to jump through hoops. Handled correctly and with decent follow-up the outcome could have been very different with a happy customer, they missed that opportunity at many levels and thus failed horrendously.
- Mark K.
We constantly had communications problems from our wireless unit to their monitoring office. Probably every other month for 2 years. That is if there were a break in it would not be detected. This is the essence of what we are buying. After getting ADT there. it was discovered that they placed the wireless devise in a very bad area and it was under powered. The ADT devise has worked flawlessly for over 3 months now. Then this week we got a bill from Provider name locked. for 3 months not paid. Turns out their billing system screwed up. They are truly incompetent. Rookies in this field. don't ever use them.. For piece of mind use real pros like ADT.
- Brian J.
We have been using Gateway for 14 years and for two different homes. We liked the idea of having a locally controlled and monitored service for our monitoring. In the past, service has been prompt and courteous, but with the new manager things have gone down hill. Through a succession of false alarms, we noticed that the response time from the company has been pretty slow, 5 to 9 minutes before we received a phone call. This has happened several times and we contacted the company to address our concern that the response time was slow. We spoke to Provider name locked. who promised to forward our concern to the manager. After 3 weeks passed without a callback, I tried reaching out again. I was told that the manage had received my file, that they would check in with her and call me back in 24 hours. A few days went by without a return call, and I called again. Provider name locked. told me that the manager was now out of town, that she had looked at our monitoring log, noted a Provider name locked. minute delay between the company receiving my signal and the call to my home, and that the response time was fine. They didn't offer a service call, to test my system, nothing! Apparently, the manager feels secure leaving her home and property to go out of town, but I no longer feel trust that my property is secure while I am away under the watch of such slow and negligent customer care. I wish I didn't have to write such a negative review,but the company management has neglected every opportunity to address my concerns. The only reason that I gave a D as opposed to an F in some of the rankings is because Provider name locked. has remained a courteous and consistent part of the Gateway team. Unfortunately, the new manager is doing little justice for the company's legacy of outstanding customer care and monitoring.
- Kimberly F.