I've utilized BSG for home security for more than three years, and have referred them to many friends & family. Recently they've slipped on the customer service side of things. My doorbell camera has been out of service for weeks and I've left several messages with no response. I'm not sure what's going on with the company, but the customer service and timely responses should be a priority when it comes to home security...disappointed! Rodney T. read more

Carlos Borrell is an amazing representative of BSG. This started with a 45 minute "heads up" call that he was on his way. I appreciate this as many people will call five minutes before arriving and you are rushing around getting ready. Upon arrival he was dressed professionally and laid out why he was there and what all he was going to be doing. The job he was doing for us was not small and I watched as he hustled back and forth installing and setting everything up. All was well on the job when he informed me that our front camera did not have the pre-wiring it was supposed to have. I was expecting to be told that this would be a delay and I would have to make a separate appointment to have the wiring installed. However, he said he would installing the missing wiring. This had him spending an extra 45 minutes in our attic running this wiring. It was over 90 degrees outside and I cannot imagine how hot it was in the attic. He finished the work and got everything installed. I knew these delays put him late for another install. However, Carlos never rushed the job and made sure everything was working perfectly. He then took the time to setup the video analytics and walk me through the operation of every component. I have already been impressed with BSG's sales consultant, Stephanie Sieckenius, and Carlos was further proof that BSG cares about its customers and their reputation. Highly recommend BSG and if you are lucky, Carlos will be your installer. read more

Received amazing service from Mark at BSG regarding our security system. He arrived on time, was very professional and made sure he understood our concerns. He quickly fixed our initial issue and thoroughly explained what actions he was taking. He went above and beyond and addressed some questions we had regarding the app and suggested some options we weren't aware of. Thank you Mark for your professionalism and top notch customer service. read more

Carlos Borrell provided great service during the install of my equipment. He was very knowledgeable and and professional, He walked the house with me to make sure that the cameras and equipment were set up to my specifications. He did a fantastic job with the walk through of how everything worked! I would definitely would recommend him and the services! read more

We hired this company to handle our security needs on our home and shop in 2015. Besides a multitude of issues and overcharging us, they installed a system that only works with 3G cell service. In 2021 they contacted us to offer a free upgrade to 5G, becuase they could no longer monitor our alarms on the 3G system they sold us. The fine print revealed that we would have to sign a contract for another five years of service, which given the history seemed like a bad idea. Upon refusing to do further business with them and stating that we were done, they have continued to bill us monthly for services they haven't provided. We pressed the 911 button on the alarms multiple times and nobody calls, nobody comes, becuase the alarm can't reach the monitoring center. It hasn't worked since April of 2021 and they are still billing us. Multiple calls later, we are having to fight them with the credit card company. These guys are small time and a scam. Do not do business with this company!!! read more

Today I had Kenneth come install a receiver for our speaker system and last week Alex and Malcolm came and mounted our televisions. I've had nothing but positive experiences with all the gentlemen who have worked on our new house over the last month. They all have been prompt, knowledgeable about their work and definitely very nice and professional. We found a gem in BSG and they will be yhe first to call in the future read more

Mark is reliable,on time, very professional and answered all our questions that we had in regards to our alarm and cameras. We added a couple of more cameras the CCTV. We would highly recommend Mark as installer to visit other customers read more

This last Saturday, Nov 3rd, Enrique and his partner, I missed his name but check your records, i stalled a security system in our new home; they were great! These two were stealth, efficient, thorough and were in and out in no time. They were very polite and patient and took the time to answer our questions. This company supplies security service to everyone, not just new home builders. I highly recommend them. Sue Johnson read more

I tried to move my services from one location to the other. Last week I was told they approved me to move my services for free from management, since I was just transferring. However, I didn't get the lady's name. This week when I called back to give them a date. I was told they were going to charge me $189. All I was asking was for a waiver to move my services. (Which I probably would have for a long time.) They corner you into purchasing and then you are paying an ARM and a Leg for the equipment that you could have easily paid for from AMAZON for $300. Lesson learned. DO NOT PURCHASE from BSG! And as soon as my contract is over, I am out! Mind you if I cancel my services it's over 1k. This is for one monitor, 1 camera indoor, and 1 camera outdoor. This is complete non-sense. When I called and spoke to the young lady she was nice, however the manager said no, that I could not have the waiver. So I asked to speak to the manager. The manager Lori (from Accounting) was rude, and would not let me speak. She got upset when I told her let me speak. The manager huffed like she was not hearing it. This is not customer service. Being rude to customers is just how you lose customers. I don't know who trained her or how she even got into a position where she lacks people skills. However, she does not know anything about how to speak to people and huffing over the phone show lack of any kind of "home training." Had I know this in the beginning I would have NEVER went with BSG. Whatever you do. DO NOT GET BSG Home Security! Run! Run! Run! read more

They shouldn't say they are in this business, because they fail to deliver. I lost $1,800 because of this half rate cabling company. I've had two new homes built by two different home builders and both times I had to go back and fix BSG mistakes. They do the least amount of work possible, poor coordination with onsite project manager, they swiss cheesed my latest house and they failed to do the work right and never followed up to resolve it. None of my connections pass data at the full rate of a Cat 6. They failed to add connections for the POE cameras as directed. The conduit for the fiber from exterior to network center was a horribly botched job; they confirmed it was botched and never fixed it. AT&T drilled through my brick because BSG failed!!! Overall FAIL!!! My neighbor across the street is just as furious; all his stuff had to be redone by another company. I'll never use them again and I recommend you find another installer. if you are building new, get a 3rd party if BSG is the builders choice. They might be good with alarms, but they are horrible at IT connectivity, running ISP conduit for fiber to the network closet and terminating and ensuring the cables are fully functioning once the run is complete. read more

Awful service. I had to call and email at minimum 10-15 times to get my system working. It never happened. When I finally asked to cancel, suddenly everyone wanted to help but no one ever followed up. I filed a Texas Consumer Protection complaint as well as a BBB Complaint. Via BBB, Alex Saenz made it sound like he tried to make things right by allowing me to get out of my contract. What he didn't mention was that it came at a cost of $640. So because he tried 3x to get me to speak to him, I should just jump to speak to him. Ridiculous company, awful service, and even worse people running the place. Stay away, they are great at sales but they won't service what they sell. read more

Tried to sign up for service for this company I had previously. Left them several years ago when they tried to sell my services to another company without my permission. I never used the competing company. Never paid them. And refused to go with them. Now several years later when I try to sign up with this company I was told by Shawn Upton that my address was sold for 10 years. Apparently I am a number despite there advertising saying otherwise. I am sure they would like to say I am a bad customer with my 835 credit score but I am not. I am questioning the legality of this shady practice of selling my address to another company. read more

The only reason I'm giving a 4 star review is because of the technician we had come out to our home to do the installation. His name was Enrique and he was awesome! He was very knowledgeable and really took his time to make sure to show us the system and answer any of our questions. He got there right when he was supposed to and was very friendly. However, I've only had the system for less then 2 weeks. It was installed on July 6th. I got an email last night to let me know I've been charged $40.43. I check my account and sure enough..... I got charged. I called this morning and the rude lady who answered stated "Let me think about how to explain this" (her words exactly) that it was my bill for July. I've only had the system for LESS then 2 weeks and I'm already getting billed? Mind u, I just paid out a contract of almost $250 with ADT to be able to switch to BSG only to have random amounts deducted at random times. Not ok! Glenda was my sales rep and NEVER once did she mention this amount coming out. Or to expect it. In my contract it states that a certain amount was going to be deducted on the 1st of every month and Glenda stated just that! So as anyone would assume, I expected and PLANNED for it to come out on 8/1. As anyone else, my hard working income is what gets me and my family by on a day to day. I plan all of our finances and irritates me the most when I am not notified to expect anything I will be charged for. What if I didn't have that amount in my bank account? Taking food away from my kids? Taking away gas money to get me to work? That's just not ok and It's extremely un professional!! Almost like these businesses now a days only care about money and not the consumers! It NEEDS to be said and explained BEFORE the contract is signed and NEEDS to be put on the contract as well. I have homes around me that are being constructed who will also have the opportunity to go thru you all and I will make sure to let them know my experience! read more

Doorbell camera acting up since Friday, 22 Jul 22. I have taken off over 10 times and not resetting to where I can add analytic. Error I keep getting is "Failed to update the camera, make sure camera is connected to power and the network." On BSG website, the page to email technical issues was showing the circle of death. so had to put it on here. Should receive credit because item is not working based on steps provided in the past from BSG. read more

7/3/19 @ 5:04pm Ronnie, thank you for your response. Your records do not correlate to my post because as in the past we sincerely thought our camera issue was due to our WiFi. We had our cable company out as well as called them several times over the last several months to fix what we perceived as a WiFi issue. However, we weren't experiencing any WiFi issues with our other devices, which is when we finally decided that our months long issue had to be because due to the doorbell camera. Initially when the tech came out, I could not duplicate the issue, but luckily the camera wouldn't respond as it had been doing, which is when the tech said the issue was with the camera. The tech said it could have been moisture that cause the shortage. This concerns me because this area gets humid, I'm just hoping the new camera outlasts the last one. So far, we've not had any connectivity issues, which further lets me know, the issue was with the camera and not our WiFi. Thank you for the reimbursement as it was painful to have to shell out 250.00 for another camera almost 2 years after the first. I hope this post sheds some light on our issue, if not please feel free to contact me at home. I do feel that after our conversation, BSG has gone above and beyond to take care of us. And for that reason, I will update my rating. Reply to response from BSG: I am not disputing that we've had WiFi issues. We live in a very new community. My grief was not concerning the WiFi issues which have been resolved. My issue is regarding the last several months where the camera was not staying connected. We have since has a tech come out and turns out, the camera was bad and had to be replaced, which we did. So, again, I'm not disputing our old WiFi issues, I'm disputing the fact that our camera didn't last any longer than a year and a half and had to replaced because it would not stay connected. Disappointed! We've had BSG for almost two years and our cameras have gone out more times than I can count. As a matter of fact, they are not working today. Almost daily we are having to troubleshoot our cameras because they keep going offline. Unfortunately, we are under contract but if I can get money together to pay the buy-out, I most certainly will cancel. It makes no sense that we pay for service that's not working. If my neighbors inquire about BSG, I will tell them to look elsewhere if they want reliable service. read more

I would never recommend this company. They have poor running Eqiupment and when you call them to come fix it they send someone out to half ass fix it. I have instru them to come get there equipment and I will no long pay for there products they told me I signed a none breakable contract for 5 years. I am still fighting with them about this. They don't give you any option to get out. scam artist!!!! read more

I don't write negative reviews if it is a one time occurrence. But here, I'm not sure how this company actually stays in business. I have called four separate times over several days to get a simple quote for security system monitoring and other installation work. I was left on hold each time or sent to somebody who actually was not there and wound up in voice mail, or simply left on hold for longer than 10 minutes so had to hang up and try again. When finally told that somebody would call me back immediately they did not. My experience when I met with them in person to design my home security and network system and wiring options was not much better. I waited for 30 minutes for a scheduled appointment in their waiting room and the person who we eventually met with was not fully aware of their product - this was not a good start. I guess the home building / wiring / security market is so hot that service doesn't count. I won't be using them for anything. read more

Mr Borrell was not only courteous, and professional, but he was also Super friendly and easy to talk to. He completed the job in a timely manner ensuring that the cameras were placed exactly how I needed them. I would definitely recommend him to complete the installations at any other residence as well as I will request him for future services if needed. read more

After 200.00 in false alarm charges, consistent system failures and non response from service department we terminated. Not trustworthy for a security company. read more

When the time came to have a complete surround sound system installed in our new home, my wife and I contacted Shaddy Azooz with the Builder Security Group San Antonio Office. He listened to what we wanted and did his best to make our wishes come true. Mr. Azooz made everything very simple and easy to understand. If we have a low voltage process to go through again, I hope Mr. Azooz will still be around to guide and help us through the process. We are VERY happy with Builder Security Group and Mr. Shaddy Azooz in particular. read more

Johnny did an outstanding job installing our security system with BSG. He made it very easy to understand the alarm system as well as guiding us through the app and website process. Highly recommend! read more

Johnny thanks for the excellent service man. Even with the bad weather you came through. Keep up the great work!

We have had the worst experience with this company and their customer service. When we originally signed up with BSG, we were told it was a monthly contract and we could cancel with a 30 day notice. While we owned our home we set up service with, we had no issues. However, when we sold this home, we were told we could cancel only if we paid the buy-out amount or continue to pay to finish out our 'two year contract'. We had no clue of this 2 year contract and was told something completely different when we initially set up service. We have spoken with many different people and continually received annoying phone calls/emails regarding this mistakes in billing and cancellation of the service. I would not recommend this company to anyone. read more

Carlos Burrell was awesome. A huge help. Made everything really easy. Would definitely recommend.

The accounting office for this firm seems to be lacking basic business skills. Their bookkeeping must be scrutinized carefully. I have been double and triple billed by them. read more

We had a Builder Security Group security system installed in our home when it was new 2 1/2 years ago. I have been satisfied with all aspects of this company. Today, I called because we needed to add some type of additional security element to our garage doors. I called and spoke with Tom in Service, really friendly, funny, helpful guy, he took my number and said someone in sales would get back to me. Tracy called me back right away, listened to my garage issue and immediately gave me a couple of options to consider. I made my decision and she was able to get us set up on a schedule quickly. She was knowledgeable, friendly, and very helpful. Refreshing! Thank you, Tracy and Tom! read more

Omg this company is awesome the security cameras they sell helped the police catch & arrest a serial car thief in our neighborhood!!!! Thank you BSG for selling the system that works!!!!! Great service great people TY!!! read more

Terrible service! Control 4 system malfunctioned at night. Called BSG next morning at 9 a.m. Was informed we would get a call from technician. At noon we called again since we had not gotten a call from BSG. At 2:30 p.m. called again and was given contradictory information as to why the technician had not called yet. Would definitely rate their technical service as extremely poor. read more

Terrible. Left a non functioning security system in my new home, faulty sensor which caused the system to beep 5 times every minute, wall unit is loose on the wall. Contacted them and they advised they would come out on a specific day, didn't show up. Still haven't heard back after 3 contact attempts. read more

Can I give less than a star? BSG is a sub for the company who built our home. They were paid to prewire our media room...some how it is wrong. Trying to get them out to our home to adjust the wiring is harder than winning the lottery. They may have a good product, but I wouldn't know. What I do know is customer service and holding to scheduled appointments is not their thing. Shop elsewhere. read more

I didn't have a problem with the company for a long time. But they show no respect for military service members. When PCSing they will not allow you to terminate your service even tho you have no control of when you move because you are on orders. I would not recommend this company to anyone in the military because when you move it will just be one more financial burden on your family, and you will continue paying for a service that you will not be provided. read more

I have been with BSG for 6 years, and when we moved into a new (to us) home, BSG was the only one I would call. The new house was 40 years old, so the existing system was dated. BSG salesman (Mark) did an excellent job of discussing where the weak points of the house are and advising me on what equipment to install. He personally followed up several times to make certain installation went correctly. This company is great, and I would definitely recommend using them. read more

2 years ago, this company wired our new home for security, internet and a speaker system. After we closed, we found out that the security system was improperly wired the Ethernet jack that was supposed to be in the floor of the office was never installed and the speaker volume control was wired completely wrong and the volume control was placed in our 10-foot ceiling. I have had numerous technicians to the house and even talked to the COO. They still have not fixed my problem and tried to offer me solutions that would have cost me thousands of dollars or them giving me items that I would still have to spend additional money to make work. They even tried to bait and switch a speaker control system that when I researched the first one and told them the company that made it was unrepeatable they told me they were going to give me a different one. I no longer trust them with any of it and I am hopeful I will be able to get a resolution with the builder. read more

These people absolutely do NOT keep appointments. I had to schedule relocating my tv/internet wiring FOUR TIMES with BSG. When they finally showed, they were 2 hours late, despite knowing beforehand that their work was coordinated with my cable/internet company. The cable guys were here on time, but no BSG. It took 2 phone calls an 2 hours of waiting before they finally arrived. No apologies from the supervisor, Danny; just excuses. This company is completely unreliable, poorly managed, and doesn't care one whit about their customers or their customers' time. read more

We built a new home just a little over a year and we decided to go through BSG for our alarm system, which we decided to add keyless entry, thermostat, garage door open/close sensors, and doorbell camera which is all tied into one App. This allows us to control via phone or computer anywhere in the world. We also went with BSG to install a audio/video equipment in our media room (speakers, receiver, amp, projector, screen, lighting and wire management). Throughout the entire process each department from accounting to the technician provided excellent customer service and professionalism. This team of professionals have exemplary customer service skills. Each person that I have interacted with has gone above and beyond to ensure the customer is satisfied. On one occasion Alex and Johnny came to my home to look at a device that required their attention and addressed the problem, provided me with a solution and executed it to my satisfaction. I am very satisfied with being a customer for BSG and highly recommend them to anyone interested in getting an alarm system, media room, video camera or with smart home technology. Thank you to Thelma, Mark, David, Johnny, Shaddy and all the individuals who assisted us throughout the entire process. read more

I had previously reviewed BSG and provided a good rating based on the sales team. I stand by that review. Sales is great. It is service. I really regret ever going with this company. The cameras go offline ALL the time. As I write this, my cameras are not working. This is not a monthly or even weekly occurrence, it is daily. It is so commonplace I expect the cameras to be down. My dog is my only consistent eye on the house. When I have neighbors ask how I like the service, I hand them my phone or my IPad and ask them to check my cameras. There is always at least two down. I have to go through the house and reset them by unplugging and waiting and so forth. I had the WiFi people come out and verify the WiFi is working, I had a BSG service tech come out and tell me WiFi is great - cameras still go down daily. I have another service call out. After this service call is complete, I am committing to calling in a service ticket whenever I cannot view all my cameras. I should not have to patrol my home two or three times a day resetting cameras. I am not paying to send my dog out to do what I pay BSG to do. Great sales team, nice people, disappointing product. read more

As much as I LOVED having BSG as my security and home automation company, I had to move outside their service area. I was pretty taken aback by the fact that they were not going to penalize me for having to move! This is WAY unlike other companies. I've always had incredible service by them. They have always been there for us with making our home secure, fixing any hiccups, and giving us peace of mind and flexibility! I'm sad to have had to leave them! I can only hope to find another company like them. The big companies have NOT made the grade for us in the past. If we EVER go back to New Braunfels, I wouldn't choose any other company! read more

Do not do business with this company. They have a 3 year contract and if you move you can't bring the service with you as they only cover a small area. You are on the hook for 80% of the remaining contract plus tax. Go with a larger company that covers more area. read more

Very helpful and personable. Made doing business with them very simple and they were always happy to help. We have been very pleased with their services. Highly recommend! read more

Could be one of the worst companies I have ever dealt with. I have been trying to cancel my service for 2 months. I had my alarm box loose power while I was on vacation and no one called to notify me. When I returned home I noticed it and come to find out it was out for 3 days. 2 days later someone came out and fixed it. The next day it broke again and no call from anyone. Who is monitoring these alarms ?? I called and told them I wanted to cancel the service. They told that I needed a 30 day notice so I told them that's fine but you need to come back out and fix it again. After 30 days they charged me again so I called and they told me yes you notified us to cancel but you didn't put it in writing. I needed to sign some documents that they would send me. I told them that the person I talked to never said anything about it, I believe her name is Jennifer. They told me that there was nothing they could do about the charge and that I would need to sign cancellation docs that they would email me. A week later and 2 more calls I still haven't received the email! Stay away !! read more