Customer Service is horrible. They also had an internal issue charging my card on file. They then decided they wanted to collect nearly 2 years worth of missed payments. Before I regretfully paid them they almost tried to extract more money from me to break a 3 year contract. I can not help but feel that this negligence ultimately trickles into their actual services. If I actually had a break in who knows what would have happened. read more

I would give them 0 stars if I could. I have been calling for over a month leaving messages they are impossible to get ahold of. Once they have you locked into a contract that's it you won't hear from them again! So frustrating! I would find a different alarm company if your looking. They don't value there existing customers. After leaving several voicemails and no call back what's the next step in getting answers ? read more

Experience over all was meh at best, customer service is an ABSOLUTE JOKE! I called them earlier this year to see when my contract would expire. They told me it had already expired and they automatically put me on a month to month plan. I asked to cancel it, the all of a sudden I was told my contact had not expired and I had another 8 months left. Now I call them to cancel the contract now that its near end AND they can't cancel it because I called them on the 8th vs the 15th, and now that its the 15th all of a sudden I have to call them back the 20th. They're an absolute joke that scams customers wanting to cancel their account or not renew wanting to their contract. Ill be contacting my attorney, the BBB and Attorney General on these scammers within the next few days. I had to call my bank and block them from taking funds to ultimately. What a joke of a company! read more

If I could give 0 stars, I would. We have had this company for almost 6 years. After so long, I figured our contract was up so I went with Vivint. Every company weve used is usually a 5 year contract. When I went to cancel, I was told I'd have to pay $200. I asked why and they stated that my contract auto-renews every year and I said I didn't sign anything and he said well it's in your original contract. This is shady business. I got no notice, what-so-ever, giving me an option to cancel before the year, like most companies do. Everyone I talked to agreed that they would have assumed that after so long, you would no longer be in a contract. Beware so you don't get screwed out of money you don't have. read more

Update..... it's been a week and half and my box went black. I sent two messages and no answer. I messaged the 24 hour service number last night and no answer. Finally got a hold of someone but Cant get it fixed Monday. Disappointed. :( Initial install - Zack was the best. Dealt with my dogs following him around and explained everything very thoroughly. read more

I would give them a zero star rating if I could. We are current customers and have tried numerous time to get a hold of someone and it is impossible to get anyone to answer their phone or call me back. We are moving and I was told a technician would come out to remove our items and now can't even get a hold of anyone. We move in 3 days and have yet to get anyone to respond to me and remove these devices. We paid a lot of money and I am so I credo disappointed in this service. read more

We had been with Black Hat Security for almost 2 years and had no complaints. Started having issues with our system and called to get some help. Turns out our account had been sold to another company in Pennsylvania unbeknownst to us. I went with BH to support local, only to get sold to an out of state company. If you want to support local look to elsewhere, we are. read more

Business rule #1: Don't make it hard for people to do business with you. After reading several positive reviews, and seeing several neighbors with Black Hat, I had hoped to sign up. Had to give up trying, though. Their website has a form to fill out to request information. I did it twice and got absolutely no response. Called their office several times and never got anything but recorded messages during work hours. And when I tried to leave a message, their mailbox was constantly full! I'll always wonder if they could have done the job - if they'd been home. read more

Closed up their business and left customers helpless. Look elsewhere for your alarm system needs.

Jorge came out to install my home security system and then came out again to install my cameras. He was very knowledgeable and helpful. He explained how to use the system clearly and thoroughly. He is a great asset to blackhat. I didn't mind signing a 3 yr contract since I upgraded my system but it would be nice to have an incentive to stay a customer after the 3 years. It is quite a jump to go from paying $20/mo monitoring to $77/mo. I do not look forward to having to pay that much forever nor do I want to have to shop around again in 3 years. Blackhat should reward loyal customers who choose to stay after the contract is fulfilled. I think $50/mo would be fair... I'd stay forever. I'll reassess everything in 36 months. read more

Nice on the phone. Won't do any work on your place without buying a contract. That's ok. Just wanted help installing a camera and was looking for professional help. Very polite on the phone. Update: Thanks for the speedy message. I have a warranty for my cameras. Just trying to pay someone to do work that isn't my expertise. If it's your policy/experience to not touch that area of potential business that's your prerogative. I bumped the review for your politeness. read more

The service technician was very helpful with showing me how to use my alarm system and cameras.

I am a current customer of Black Hat Security and I called in to look at pricing to add one outdoor camera to my existing service. At the time my system was installed, they said it would cost $99 for the installation plus $199 for the camera if I decided to add another camera. Now, I was quoted $99 to install and $499 for the camera. Integrity is everything to me. I have been very happy with the service but today leaves a sour taste in my mouth. I will remember this. read more

I am very impressed. These guys are very professional. I had a tech (JD) come out to install my Home alarm along with some smart features automated door locks, door bell camera, indoor hd camera, smart garage and smart thermostats. JD went above and beyond to my door bell camera installed because my new chime was not compatible so he went ahead and installed a old/new chime that was compatible with the door bell camera. He was very professional, attentive, focus, respectful and cleaned up after his mess. I thought the price was fair with all the features that was included. I couldn't be more happier. Now I can sleep peacefully knowing that me and my family is protected. I highly recommend these guys A+ read more

We heard about Black hat security through the radio. After calling them and saying that we had two houses that we wanted to do the security system, we ended up getting a great deal. Installers were awesome. Very knowledgeable and professional. The system that is used is alarm.com which is very good and always monitored. The only thing I don't like is that it is a 3 year contract, and I'm always shopping for new or better deals/price, so this was kinda hard for me. We love going through good local companies. Overall we are happy that we choose them. I would definitely recommend them to anyone in the local Phoenix area! read more

I've had Black Hat Security for a couple of years. I've had issues from the beginning to keep my doorbell connected to my WIFI. They have replaced the doorbell which seemed to help but now even going through their tutorial I can't get it to reconnect. I've reached out and explaining my issues and they keep telling me to go through the tutorial. Still can't connect and they aren't helping me reconnect. So frustrated! read more

Cannot say enough great things about this company, the customer service from the beginning, the installation process with Zach and the product. Would recommend every time. From my first inquiry, I received a call within 20 minutes. I cannot say how much I appreciated this. It was on my mind and it was something i wanted to handle immediately. When they called so soon, it allowed me to handle it immediately. The awesome technician seriously made us SO happy with our decision. He explained everything, every step of the way. He was quick, thorough, friendly and professional. When he left, we knew we made the right decision with this system and this company. The system is user friendly, with phone apps and websites to service everything you could need. Black Hat Security has earned a lifelong customer. read more

I just got my Black Hat Security installed at my New house, security door keyless pad, idoor bell, Nest thermostat, garage programming! BIG shout out to Landon the technician did such an amazing job installing!!!! The Install was very CLEAN, installed Perfectly!!!! He explained step by step how to operate and to work the security system. I'm SO EXCITED AND CAN'T wait to use it!! ESPECIALLY when I leave the house and second guessing myself if the garage is SHUT! :-) read more

I love this system. Not only the security system but the home automations. Controlling the lights and thermostat from my phone is extremely convenient. It's great to have everything integrated. Customer service and installation is five stars for sure. I had my system installed prior to actually moving into my new home. They set everything up and then once I moved in they came back to sync things with my new router and made sure everything was still working correctly. The installer double checked everything and didn't leave until it was working as expected. He also spent plenty of time making sure I knew how to manage my settings and work everything from the app. I feel safer with my security system and I have peace of mind knowing that if I ever need them, they will be here to make things right. read more

Black Hat Security exceeds expectations. I've used other alarm companies and they don't even compare to Black Hat in customer service (from install tech, to account manager, to reception, etc), equipment (latest tech yet easiest to use) and monitoring (fast and friendly response). I loved it so much on my personal home, I added the thermostat internet control and basic security to the 4 vacation rentals I own. I can set the thermostat from my smart phone .... this will more than pay the monthly fee in my case Love also watching door cam saved video to see if my high schooler made curfew :) I promise you'll fall in love like I did. read more

I'm super happy with Black Hat. I've used other suppliers of Alarm.com equipment and it's always been the run around. One company even failed to activate my system after 18 months. I found out there was no active monitoring and I was basically monitoring my own system with my phone. Black Hat showed up, very professional. Even booties over the shoes. I got everything I wanted in the system. The support has been great. I worked with Mark initially. The system was perfect for my house. I purchased a CCTV system before talking with them and now as I look at it, I wish I would have gotten all the cameras from them. Everything would have integrated perfectly. It is what it is at this point. I think I may try to sell my equipment since it's still in the box. I do not mind the contract. I've had a contract for alarm service with different companies at any given time for the last 15 years. If I get a good system, why would I change it? The customer service is really good. The texting option they have is great. I have no complaints except I should have let them handle the cameras as well. I purchased those before I found them. read more

I received a quote from Mark over the phone, during the phone call I could feel in a instant I was in good hands. The process was quick and super easy. Totally felt I was being taken care of. Install day: Mike came out to install my security equipment which was a lot items and Mike was professional and awesome through the whole process . At the end of the install Mike walk me though the entire system and process which was so easy, and the app and website are user friendly very simple , by the way , Thank you Mike for fixing my garage door sensor which was something you did that saved me money ! Great company and awesome security equipment ! VIP feel the entire way. read more

My father has had Blackhat for a few years now and i Just installed Blackhat security services on my new home. Feel much more secure knowing i have something that will alert me. Jorge came out and installed and was a pleasure to work with. He did a great job putting the display where we wanted. Thanks Jorge! read more

Run as fast as you can! They will sell your account to another company and completely screw you!

The customer service has gone downhill. Can't get return phone calls or emails. The staff that does end up calling you back is great - obviously a management and staffing issue. I referred a friend and he didn't go with Black Hat because they never returned his calls. I was shocked as it never happened to me. Now over the last month I am experiencing the same thing. read more

They are so quick to try and get you boarded on that they attempted to run a credit check on me before getting my full permission. The rep on the phone said it quickly and quietly. Luckily it didn't go through because I just moved into my house and haven't had any bills go there yet so the address was rejected. They want to know if you have good pay history so she requested my social security number or to email in a copy of my credit report if I wanted their services. I am COMPLETELY turned off. Also required 36 month contract and buyout is to pay off rest of contract or $300. I didn't like the high pressure sales/scam type vibe...and the dishonest way she attempted to pull my credit without authorization. read more

(Pictures below)Dont fall into their scam Black hat security has been giving us the run arounds with their service, ever since we had our alarm and cameras installed they have failed to work properly. They have sent a technician 5 times to fix the problem, first my doorbell camera wasn't working on the same day, so I called and they sent a tech out 8 days later to replace it. From this point on they replaced it 4 times and as I was told they discontinued their cameras because they have a recall... really? I spent $350 on the day of install, and I haven't got to the 5 other cameras also they had to replace because they werent working. Every time I get a different person trying to convince me that is my internet, so I decided to call cox internet and have them give me their best internet so I figure problem fixed. Wrong! Again now I had to wait 3 weeks out before they can come and inspect them after i gave them permission to my password to look for themselves that they aren't working, then I get a call by black hat saying we are sorry we are so busy and can't get to you till 3 weeks later, I was already frustrated with this so I waited and had a hard time getting cox cable and black security here at them same time to fix the problem because I wasnt buying their excuses. When cox was here i paid additional for a panoramic extender router for the purpose of the cameras and now that they don't have the internet excuse they said to me.. sir we will order you a 480p camera and we will call you when it gets here and now it's been 3 months since I've been told but not to mention that I requested 1080p before the appointment and was told they where 1080p but theirs no way to prove it since the camera boxes don't say anything but made in China.. yesterday Nov 16th they came because I had my wife call them again because our door bell camera, 1 inside camera and 2 outside cameras work half of the time. I get people walk to my cameras and no recordings no alerts so why have them if I can't even log into them if I want to check up on my house or pet when I'm not home. When we called the office we asked for the cameras outside to be moved closer to the middle of the house since they said before it wasnt reaching our wifi and was recommended by the technician, so when the tech gets here he disnt have an order to move them and that he didn't have time so we called the office to see what was going on and they said they can't do it today because it will take them over an hour and a half and they are short handed.. they didn't have a problem or excuses when I did my first appointment to get the alarm and cameras the next day and take my money. Now I lost my patience after trying to get this solved and they seem very unprofessional with customer service, now they are trying to make me buy a $250 special router specifically just for the cameras after they made me buy one before. So today I will upload a video on YouTube with pictures showing the quality and the poor installation outside the house with the wires hanging down dangling. Before contacting black hat please do your research theirs alot of company's out their like Cox and ADT etc and they don't have that 3 year lock down like they do.. I will come back when I have the video and give you the name on YouTube for you to see for yourself. I will be contacting BBB and 3 on your side if I don't get this fixed asap or give me my refund.. sorry it had to come to this but it's unfair to see this happen to other people read more

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Their employee Courtney is very rude. I called this company and she spoke to me with a such an attitude and was being so rude that made me to not to want to do any business with this company and go somewhere else. Please, hire more professional people with a better customer service skills. read more

Been with Black Hat for two years and the doorbell camera doesn't work. If course they offer to come out however they have tried to send a signal from the office and nothing. When I asked to get out of my contract they will let me out with a 300.00 fee, and will not work with me at all. I am not looking to go to another company just want out of a contract that doesn't work for me. Everyone can work with a customer on a contract, except Black Hat. Not good customer service at all. A good company would want to try and saves good customer but not this one. Very disappointing. With so many security companies out there you would think they would go above and beyond. read more

One of the best experiences I have had dealing with any company, period. It is great to be able to support a local company that does such a great job and is genuinely concerned about their customers. I spoke directly to Cameron when I was shopping for a new security system as I had several questions. Not once did it ever feel like he was trying to sell me anything, in fact it was almost like talking to a neighbor, or good friend. He answered all my questions in detail and laid out exactly what to expect should I choose Blackhat and what made them different. I made the decision to go with them after comparing rates, looking at reviews and based on the conversation with Cameron. In fact, when it came to reviews, all were 5 star except one and that was one of the deciding factors in picking Blackhat. I have never seen a more thoughtful and detailed response to a bad review. Not only were all of the customers concerns addressed, but Mark acknowledged where mistakes were made and explained they had implemented measure to insure they would never happen again. It also turns out they offered the customer a very generous (and unsolicited) package to the customer to atone for the missteps, which was declined. It is rare to find a company that not only takes total accountability like this, but promptly offers such an amazing deal to remediate the problem. This top notch service continued with our technician Jorge, who was extremely professional, knowledgeable and thorough. He made sure everything was installed to our satisfaction, gave a detailed explanation of the system and took the time to insure we had a complete understanding of the system. In summary we received excellent customer service from first contact through installation, a reliable product and great price for the package we selected. I would not hesitate to recommend Blackhat to anyone and it is a pleasure to support a local business that provides such value added service. When you are ready to get a new system or change an existing system, this is the company to call! read more

My system was just installed about 30 minutes ago by Landon. He was very knowledgeable, friendly, and professional. I learned about Black Hat through the radio which mentioned that they would beat your current competitor's monthly price and it is true. I feel that I'm paying less for more! I was a former 15 year loyal customer with Monitronics who were not very helpful with offering an upgraded system for a better price. So far I'm impressed! I love the ability to control my home security system from an app. Thank you Landon for your expertise! read more

Jorge was very helpful and knowledgeable setting up our security and alarm system. Would definitely recommend to anyone looking to install a security system! read more

This review was copied from my other review, but I am highly satisfied with BlackHat Security, and definitely recommend reaching out for them for your home security needs... I don't typically leave a lot of reviews and at first was shocked by all of the 5 star reviews on this page. We found a pamphlet for BlackHat Security in our green mango packet after their last visit to spray our house, and coincidentally as we were looking into it, Brittany a neighbor of ours posted about it in our neighborhood Facebook page. We reached out for her and set up a consult for the next day. Everything from that point on was great! Her communication and willingness to find answers for all of our questions was refreshing. After meeting with her, and deciding what would best suit out needs, we called our current security company, after being on hold for 20 minutes and numerous transfers my mind was made up to switch to BlackHat. We called Brittany the next morning and made the switch, the scheduled me an install for the next day! The installer JD, was punctual and professional. He treated our home as his home. He answered all of my questions during the install and was very thorough when showing me how to use the system. We have had the system for 2 days now, and already enjoy the features much more than our previous system. Easy interface and simple to understand. Sorry for the long review, but it's refreshing to find a company that has their customers happiness as a priority! read more

Great service and installation process. Zach was very friendly and did a great job explaining the system and how to use it.

Black Hat Security just provided me some wonderful Customer Service today. I was having a hard time trying to schedule to get my doorbell camera installed. One of the Owners just happen to call me to see how the service was going and I explained to her about the missed apts and trying to schedule another. She apologized got off the phone with me and had a guy at my house that afternoon!!! I was simply amazed that she saw an issue and solved it quickly. Hands down to my system, I absolutely love it, now my camera is installed :-) I am simply satisfied with the product, and the great service. Its so nice that they take the time to call and ask their customers how things are going. Love it. So glad I heard about them on the radio from Jon Jay and Rich. read more

Ok surprisingly sometimes things are better left to the husband........ I just want to second my husbands review (Marc). He's the tech nerd in our family and loves to watch the dogs sleep. I like the comfort that we are ALL safe and my electric bill isn't going to be $500 this month!!! Thank you for changing our lives for the better!!! read more

Great security system and customer service! My technician was very informative. I recommend their service to anyone. I feel very secured in my home. read more

JD was so helpful when setting up our alarm system. Not only did he make sure all of our needs were met but he made sure to walk us through the ins and outs of the system. Before he left he made sure that we understood how the system worked. Black hat security is new to us but if everyone throughout he company is as thorough and friendly I would highly recommend them. read more

We just had an Alarm system installed by BlackHat Security and could not be happier. Everyone from the people on the phone to our service tech (Zach) were incredibly friendly, professional and helpful. They were knowledgeable about all products and set up and did not pressure us to buy anything we didn't need. Zach took his time making sure we were comfortable operating our system and let us know where to go if we had any other questions. We would highly recommend BlackHat security. read more

First off Cameron and his office staff are first class. Easy to deal with and enthusiastic. Then the ease of signing up and paperwork was simple. No pushy sales tactics or false promises. Then came the install today with Jorge. First he was on time and actually early. He was polite and very knowledgeable. He took his time in my brand new house and didn't leave a scratch. He walked us through the system and never once rushed us so he could leave. He spent 5 hours with us and was nothing but a pleasure. He is welcome in our home any day of the week. We love the system and are excited with the awesome equipment that is far better then cox or any of the others. Great job guys!!! read more