DO NOT USE THIS COMPANY. I have been trying to contact our representative since March, and have…read moretried to contact HSE multiple times with no answer every time. I have been double charged for months and I want to prevent that from happening to anyone else. I would like to formally file a complaint regarding my experience with Home Security Experts, an ADT Authorized Dealer, and specifically Sales Representative Jesse Soltelo (Dealer License #12352). My family originally purchased ADT equipment and monitoring services through Home Security Experts in November 2024. We had no billing issues and were satisfied customers until we moved residences in March 2025. Prior to our move, I contacted Jesse Soltelo to discuss transferring our existing ADT service and equipment to our new residence. During that conversation, I was informed that rather than paying the approximately $200 transfer fee, he would cancel our existing service and enroll us in a new account with new equipment and services at our new address for no cost. Based on those representations, we proceeded with the new installation. On March 20, 2025, I received a DocuSign contract for the new installation. The agreement reflected an installation fee of $99; however, I understood that amount would be waived, and the documentation indicated a balance due of $0. Despite this, we were subsequently charged the $99 installation fee. I immediately contacted Jesse regarding the discrepancy. He acknowledged the issue and informed me that the $99 charge would be refunded. To date, I do not believe we have received that refund. Shortly thereafter, we discovered we were being billed for both the new account and the account associated with our previous residence. I again contacted Jesse and asked whether the prior account had been canceled as promised. Rather than responding via text message, Jesse called me and stated that he was unaware we were still being charged for the previous account. He assured me that he would take care of canceling the old service. When no resolution occurred, I followed up multiple times. After additional conversations, Jesse acknowledged that we should be refunded for the months we had been charged since our move and confirmed both our previous and current addresses. However, despite those assurances, the issue was never resolved. Following those discussions, my messages began going unanswered. Eventually, my text messages no longer appeared to deliver, and I was unable to obtain any further updates regarding the status of our account, cancellation, or refund. As a direct result of these failures: * Our previous account was never properly canceled despite being represented as canceled. * We have continued to incur charges for monitoring services at a residence we no longer occupy. * We were charged for two ADT accounts simultaneously. * We were charged a $99 installation fee that we were told would not be owed. * We have spent significant time attempting to resolve this issue through the salesperson who originally handled our account. * We are now receiving repeated collection and billing calls from ADT regarding the account associated with our previous residence. The most concerning aspect of this situation is that we relied on the representations made by your sales representative. Had we been informed that the original account would remain active or that we would continue to be contractually responsible for both accounts, we would have handled the move and transfer process differently. Instead, we followed the guidance provided by your representative and are now facing months of duplicate charges, ongoing collection activity, and concerns regarding potential damage to our credit due to an account that should have been canceled when we moved. I respectfully request the following: Immediate cancellation of all ADT services associated with our previous residence. A complete investigation into why the prior account was not canceled as represented. A full refund of all monitoring charges incurred on the previous residence after our move date. Review and reimbursement of the $99 installation charge that we were advised would be waived. Written confirmation that any delinquency, collections activity, or negative reporting associated with the prior account will be corrected and will not impact our credit. A written explanation of what occurred internally and why this issue remained unresolved despite multiple communications with your representative. I have retained screenshots of my communications with Jesse Soltelo, call records, and supporting documentation regarding the installation agreement and account activity, which I am prepared to provide upon request. I have been double charged since MARCH OF THIS YEAR. I sent my original email back in May with no response, due to lack of resolution I will now make my family's experience public. DO NOT USE THIS COMPANY. I would give zero stars if possible.

Huge shoutout to The Home Security Experts (HSE) .. Matt and Bryce have been a big part of keeping…read moreour parks running right. They've set up 5 of our properties across Placerville, Auburn, Pollock Pines, Plymouth, and Rancho, with and when we need service, they show up. Period. They answer calls, respond to texts, and understand that I'm not exactly the "wait patiently" type when something needs to get handled ... and every single time, they come through. Their security camera systems are high quality and exactly what we needed and are dialed in positioned exactly where they need to be, with easy access from both our office and our cell phones. That level of setup and functionality makes a huge difference in day-to-day operations. That kind of reliability is hard to find. Good people, solid work, and dependable when it matters. Appreciate you guys Eve ~

This company is the best in the business! Fast, efficient top quality equipment and incredible…read morecustomer service! Highly recommend them for all your security needs!

The camera guys are awesome! The service was quick and efficient. The system is so easy to use! I…read morewill definitely be recommending this company to my friends, family, and business owners! Thanks again Mike!

Frontier installed my new fiber modem in the garage. Obviously, this installation cut the speeds…read morein the house in half. Darren moved the modem into my family room and doubled the speed I was getting. He was responsive to my request, a pleasure to work with and fixed my speed problem at about half the price I had been quoted by another company. Can't say enough about how great the experience was

Punctual, great communication and addressed everything I needed. 10/10 would recommend. I had a…read morefew cat6 lines dropped into my office and he did great clean efficient work. Thanks again!

Mario and Raina were both incredibly friendly, helpful, and professional. They made sure my system…read morewas installed properly and that I was completely happy with everything before they left. Mario was very respectful of my home and my preferences. He listened to my opinions while also helping guide me on the best locations for the equipment. He took the time to show me how everything worked, made sure I knew how to use the system, and even helped my family members set up their own passcodes. Raina stayed in contact with me by both text and phone throughout the process to make sure the installation went smoothly and that I was satisfied with everything. I really appreciated the level of care and customer service from both of them. Thank you, Mario and Raina, for making the entire process so easy!

We recently had ADT service set up, and "Super" Mario was our technician. He seriously went above…read moreand beyond, especially when an unexpected situation came up, and made sure everything was handled and working properly. Reina was also amazing, she was super helpful with scheduling our appointment and following up throughout the process. Thanks to both of them, we feel safe and secure in our home. Really appreciate the great service and would definitely recommend ADT!

Super responsive and provided excellent quality work. Would hire again for more jobs.read more

Yelp definitely came through for us, as we wound up calling First Choice based on the very strong…read morereviews. We contacted Vince, and connecting with him was easy enough. I told him we needed a doorbell/security camera installed, as well as a rooftop satellite dish removed. No problem. A work date was scheduled, and Vince arrived exactly when he said he would. Vince was able to integrate the new doorbell/camera so that it interacted with the existing ringer inside our home, making the transition clean and easy. The camera, as well as our ability to answer the front door from the app on our phone, were done, and everything is working well. The dish removal went quickly, and we no longer have the unsightly dish showing on our roof. Vince's charge for the work was reasonable, and the whole experience was easy enough. Hiring a new contractor for anything always comes with a certain amount of concern, but in this case, all those 5-star reviews were accurate. I highly recommend Vince for any of his services.

Have you ever met a true maven, someone so skilled and smart that you quickly develop total…read moreconfidence in a job well done? Meet Francisco Pulido, antenna expert installer and a great deal more. Reach him at 530-908-5604. If you are contemplating wire cutting (using an Over the Air or OTA antenna) to replace Comcast or a satellite company, Francisco is THE MAN. I wanted out of my long, sordid experience with Comcast Xfinity. Francisco made it happen in just a couple of hours. He explained every option, made sure the antenna was properly aimed, checked each TV and offered valuable guidance on what to do to replace my three Comcast services: TV/Internet/home phone. Say goodbye to cable and satellite. Call Francisco.

We hired this guy as a sub-contractor for an install. He failed to provide a SS# or EIN for the…read more1099 form, which we are required by law to send to him so that he pays his taxes on this income. He's shady as can be. According to CSLB, his contractors license is suspended. Use him at your own peril.

Visited the branch and asked about Triptik services. Branch Manager was afraid to mention that…read morethey don't have said service. He responded by saying he would get someone to help. Interesting the Branch Manager did not know services offered at his own branch. Several branch employees just whispered among themselves about my request. And one branch employee had no professionalism to speak to us. She even ignored her own staff as they were asking her questions about the Triptik service. She was doing a lot of standing around and no work. This location and several employees lack courteous and professionalism. Go to the location in Davis CA.

The service was amazing ! I found a place to park and the person who greeted me was wonderful! I…read morehad DMV work to do and didn't realize how easy it was to do there ! I would recommend this business highly

Willis installed my residential alarm system yesterday, and did a fantastic job. The was very…read morecommunicative, thorough in his explanations of what he was doing, as well as how my system works. I feel he went above and beyond what I could have expected from this installation service. Thank you, Willis!

We have a Bay Alarm system that was installed by the previous owners. We purchased the home 7 years…read moreago. We had our windows replaced and the installers saved the alarm sensors and pulled the wires through the window frames. Bay Alarm wanted over $1,000 to reconnect the sensors. I told them over and over this was not a new install and the wires are already pulled through, they offered me 1/2 off to sign a year long contract. After the installation, several of our hard wired windows were switched to wireless sensors because the "wires were too short". When the technicians left, we couldn't arm the system due to a fault in the garage door. I called Bay Alarm and had to wait another week for someone else to come out and repair that issue, I asked that technician why some hardwired sensors were switched to wireless and he didn't think the wires were too short. A couple weeks ago I received a text there was a problem with our radio signal on our alarm system. I called, as the text instructed me to, and they quoted me $150 to come fix the issue with their equipment which I pay a monthly fee to use. Ridiculous. I asked to speak to a manager, who walked me through how to run a test and it was working again so the service call was avoided, for now. I got a survey asking about my experience and the branch manager (Zachary) emailed me to set up a time to talk. I replied, that was a week ago-no call or reply. If Bay Alarm wasn't already installed in our home we wouldn't use their service.

If you're looking for solid home security, High Country is who you want to install it. We have a…read morehome and a workshop that we needed secured on the same system, both wired and wireless. They're a super-professional crew that estimates and installs quickly and competently. Great products, solid service, good pricing - can't ask for more.

Called back within the hour! I may switch services do to this fact alone! Nothing worse than…read morereporting something and having no follow up service...