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Home Security System reviews in Crystal Beach

  • A
    It went great. They came out shortly after I purchased it and has been very good. I paid an additional $299 because I elected for additional products. It was my first time to use this company. They were easy to talk to. They were less corporate, and more personal.
    - Christian G.
  • D
    Active Security Co.
    Boy did we make a mistake. The system has NEVER worked properly. I have had Endless service calls to no avail. My primary reason for purchasing this system was to view my cameras while I am away from home. I was promised that this would be the delivered, no problem. Yet, from day 1, this feature would not work. After several service calls, I was told that the problem was Verizon's fire wall, not Active security's equipment. Fine. All I need is a solution. Yet, Active Sercurity seemed unable to produce one. I am left to assume that of all of the dozens or hundreds of customers that Active Security services, every single one must have Brighthouse cable. I withheld payment for the camera installation until it worked properly. However, I was called by Active Security collections and firmly instructed to render payment. When I explained that I preferred to wait until the camera system actually worked before paying, I was told that it was MY responsibilty to call Verizon and have firewalls or something removed. But I was given the and quot;courtesyand quot; of only paying 90% of the bill until the thing was fixed. This was by the way, the ONLY time Active Security EVER followed up with me on anything - when collecting their bill.

    As I am a busy professional and have very little time for such things, especially since I have no knowledge of technical computer talk or firewalls or whatever, this sat on the back burner for awhile. Eventually, we did make an attempt and after 45 minutes on hold and then explaining the problem, the Verizon service person did not seem to understand what I was saying, and then told me he couldnt do what I asked. Active Security never ONCE followed up with me to help solve the problem. The technician (Tim) who did seem to make an honest effort to help us, would leave, and it would be our responsibility to call in and reschedule yet another visit, usually several weeks down the road. Eventually the process became so exhaustive that we gave up, figuring we could simply log into our home computers at home when we returned from trips to view the tapes.

    However, upon returning from one such trip, we noticed a TV missing from our home on a Monday morning. My wife was panicked. We immediately went to the home computer to check the weekend recording before we called the police. However, when we needed it most, the home computer router had stopped working. I immediately called Active Security. They said they could schedule somebody to come out and quot;next weekand quot;. I needed somebody there in 30 minutes. I was outraged. Later that morning, before calling the police, we discovered that our daughter had come home from School and and quot;borrowedand quot; the television. However the failure of Active Secuirty to protect our home bothered me greatly, especially given the approx $4000 invoice I had paid to have home security cameras. A tech did call us later that day to try to help us over the phone. However, the system could not seem to be rectified.

    Finally, after several more weeks, the technician came again. He brought routing equipment, et,.. he contacted Verizon in another attempt to rectify the problem (this was earlier this year, about 6-7 months after initial installation). Not only could he not fix the remote viewing problem, he could not fix the problem on our home computers. He unplugged the whole system, for reasons unknown, so that now not only could we not view our cameras, the entire system was shut down, and was not even recording. He left. He apparently gave some explanation to my wife about how my system would have to be and quot;re wiredand quot;, but I did not get it. Nobody called me to explain. Nobody EVER followed up from Active Security. So, as I've been doing for nearly 9 months now, I eventually called active security when my schedule permitted.

    I was told that and quot;Royand quot; would have to call me. OK. Several weeks go by. No call. I call again. I was told again that and quot;Royand quot; would have to call me and he would be given the message today. Again, Roy never called. That was 4 or 5 weeks ago. As our travel schedule is now picking up again, I have found myself becoming increasingly anxious about not having working cameras that were bought and paid for and increasingly angry at Active Security's seeming indifference to this problem. My intial instincts to withold payment were correct and I assume if payment had been withheld, the problem would have been fixed months ago. I am exhausted with trying to work with this company and either being ignored or treated like a pest. At the present time, no one from Active Security has followed up with us and we are currently in the process of pursuing legal action.

    I do believe the tech gave his best effort to help us and harbor no ill will against him. However, whenever we asked him when he would be coming back (to hopefully fix our problem), we were told we would have to and quot;call the officeand quot; - which seemed to be a dead end street. The customer service and ownership problem resolution system is virtually non-existent. They do not seem to care in the least if their product is working or not, no matter how much the customer complains.

    It seems as though they got themselves in over their heads with equipment they were unfamiliar with and have no intention or idea how to fix it.

    I would not recommend this company to anyone as their unprofessionalism and lack of customer follow up is dumbfounding.

    Update**** We were contacted by Active Security in August of 2012 regarding our review on Angie's List. They sent out a team to review our problems with our cameras. We had a hard line installed by another company since our last contact with Active Security, however, the system still did not work properly. After a short time, Tim was able to get our systems up and running. He even programmed our phones to pick up the cameras. Our system works fine now and our issue with Active Security has been resolved to our satisfaction.
    - Tami B.
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Home Security Companies in Crystal Beach

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