$8,000 Alarm System That Never Worked Properly -- Four Months of Frustration, Repeated Service…read moreFailures, and Questionable Billing
We contacted IAL Total Security to take over monitoring and service of our existing, operational Honeywell alarm system. Instead, we were sold what was represented to us as a completely new, updated wireless security system, installed beginning July 1, 2026.
What we were promised and what we actually received were two entirely different things.
Rather than installing a complete new wireless system, IAL provided a hybrid arrangement incorporating components of our existing wired system, additional wireless smoke and carbon monoxide detectors, and new keypads.
From the beginning, the system malfunctioned, generating repeated alerts and disturbances throughout the day and night. It required approximately nine service appointments, none of which permanently resolved the problems.
Two exterior entry-door contacts were removed and never replaced, leaving those doors without functioning alarm protection. This critical security failure was only discovered when we personally tested the system.
During the repeated troubleshooting, we suspected interference involving our older Honeywell thermostats. We subsequently spent approximately $40,000 replacing four HVAC units and their thermostats. The alarm problems appeared to subside following this work.
However, despite our objections, the owner insisted on relocating an extender box. Following another visit by IAL's crew, during which the two missing door contacts were finally installed, multiple existing hardwired detectors began malfunctioning.
We now have an excessive and unsightly arrangement of three carbon monoxide detectors and three smoke detectors concentrated outside a single room, while the system continues to experience operational problems.
Four months later, after approximately $8,000 in alarm-system charges, we still do not have a reliably functioning security system.
To make matters worse, IAL has continued sending repeated invoices and payment reminders for additional equipment and services that we dispute, including items we maintain were never installed, received, or authorized. The persistent billing emails have added unnecessary aggravation to an already unacceptable situation.
Perhaps most disturbing is that the system represented to us during the sales process was not accurately reflected in the contract presented at the time of payment. We believe this raises serious concerns about misrepresentation, deceptive sales practices, and what we consider a bait-and-switch transaction.
We hired a professional security company to provide a reliable, updated alarm system. Instead, we have experienced months of disruptions, repeated unsuccessful service visits, unresolved safety concerns, disputed charges, and an extraordinary amount of wasted time.
We have contacted the manufacturer to arrange an independent technical evaluation and have raised our concerns with consumer protection authorities, including Consumer Affairs and the New York State Department of Financial Services. We are also pursuing legal remedies.
Our experience with IAL Total Security has been unacceptable. An approximately $8,000 security installation should provide protection and peace of mind--not four months of malfunctioning equipment, unresolved safety issues, and billing disputes.
Based on our experience, we cannot recommend this company.
