If I could leave zero stars, I would. This has been the most frustrating and unprofessional…read moreexperience I have ever had with a service provider.
I moved in 2023 and spent months trying to get my existing security system properly reinstalled at my new home. The original owner, Curtis, never followed through. When Fortress Security took over, I was hopeful things would finally be resolved. I was told to contact the new owner, Tony, directly. I did just that. I reached out by phone in January 2024, showed him the photos of what needed to be installed, and received no follow-up. I followed up again in March to express my frustration after months of silence, and again received no response.
Meanwhile, I was being billed full price for service, despite the fact that only part of my system was functioning. One of my two monitoring services never worked at all. I provided full documentation and screenshots when I finally requested cancellation.
I also asked for the final month to be waived, given the long history of ignored messages, failed service, and broken communication. Instead of taking any accountability, I was told I still owed for July because of a 30-day cancellation policy.
Then it got worse. I was told the following by someone representing this company:
"We honestly don't want customers like you. We have had amazing customers all these years. So you canceling is a blessing."
That is the level of professionalism I received. I remained polite and patient through this entire experience, even when I was being ignored. That response confirmed I had made the right decision by leaving.
For comparison, I spoke with a SimpliSafe representative who came to my door tonight at 6 p.m. Their technicians arrived around 7 p.m., and by 9 p.m., my entire system was installed and monitoring was fully active. It was done the same day, without excuses, attitude, or delays.
I do not take leaving a negative review lightly, but this company earned every word of it. From the lack of communication, to the failure to deliver service, to the rude and dismissive final message, this experience was unacceptable from start to finish. I hope this review helps others avoid the same situation.
