My neighbor and I have talked about switching to smith Thompson. I called about 2 weeks ago and she called yesterday. They haven't gotten back to us yet. read more

Spoke with Jon in customer service. Someone is definitely not happy in his job. He was extremely short, snippy and frustrated with my questions. I've heard nothing but great things about Smith Thompson but I am not impressed so far. I was looking to get installed as soon as possible and was informed it would be at least a week to a week & half. What a pity. read more

Rude customer service, called to activate an already installed Smith Thompson security system in a townhome I'm renting. Supposedly they haven't done townhome rentals in over a decade and made it sound foolish for me to be calling. read more

Smith Thompson is THE company to use. No contract, great service. And if you sign up for pest control and pay annually, you get a huge discount on your already low price for home security. The pest control guy (Craig) is very likable -- funny and hardworking. In short, this company delivers a markedly better product that BLOWS AWAY other home security providers (especially ADT which are the lowest of the low). read more

Great product, great service, even better value! I was completely taken to the cleaners by ADT for years. Smith Thompson is the anti-ADT and was an absolute pleasure to work with. Their monitoring is even more responsive than ADT and they provide a great product at a very fair price. Could not recommend them more. read more

Smith Thompson Security was super easy to get set up and activated! The home monitoring rates are the best in the area! The technician who came out to my home was professional, courteous, and quick. He also gave a thorough description of the system! read more

We recently changed from ADT to Smith Thompson Home Security. Could not be more pleased with the switch. The technician was professional and courteous. He explained the new system and even changed my remote key to Smith Thompson. Best monthly rate. Even ADT said they could not compete with their monthly rate. read more

Accidentally set the alarm off during the first week and was put at ease by the speed of the call. The installation process was a breeze. The technician arrived on time and was very thorough, answering all of my questions. Great to have a local company supporting all of our security needs! read more

Happy with my home service and that is the only reason they get two stars. Called recently to try top set up a commercial account and was really surprised by how unenthusiastic they were about getting a new account. When I asked for an email they said they do everything over the phone and don't email....... No problem, I am sure someone else will happily take my business, see ya! read more

Tech who came out was great, we opted for the app (extra monthly cost though) and he made sure we were up & going with it as well. The cost to convert my existing system (needed two keypads and control panel) was relatively cheap, with no contract there is little risk and at $16.95 a month it's much less than competitors. For me it's a great deal and I've very happy we chose them. read more

We just bought our first home and switched to Smith Thompson. The install was seamless, the price can't be beat and when we accidentally set the alarm off the first week, a sales rep called in seconds to make sure everything was ok. I highly recommend them. read more

Had a great experience with Smith Thompson Home Security after moving here from Southern Florida. The technician was here on time to get the alarm system for my new home in The Tribute online, and pointed out that Grand Homes did not install sensors on the windows (meaning, only the doors were protected). While it took a little bit longer (and more money than spec'd) to get the install completed, the technician was thorough and terrific! Since then on an extremely windy day my alarm was tripped while I was out and I had a call immediately from their folks asking if all was ok. It was -- and they proved again that I had made the right choice! Great price and great service. read more

We shopped around to find a new alarm company and settled on Smith Thompson after hearing from a family member who had joined. It was the best choice ever and just wish I had made the move sooner. We were scheduled quickly, and when the tech came out the transition process was super easy and fast. Not only did we end up with an alarm company that actually works we also ended up cutting our monthly bill in half and the fact that there is no contract means we're never going to be surprised with any hidden fees. read more

Very professional and reliable service. Much better than ADT. I highly recommend!!!!! Very cost effective.

We are new to the State and unfamiliar with Smith Thompson Security which is the security company the previous owners used, so inquired with the previous owners about them. They spoke highly of them and informed us that they had been with Smith Thompson Security after leaving ADT many years back. They explained that the main reason for the change was the advertised $16.95 a month fee, but included that the years of using Smith Thompson they felt safe with this company and the security it provides. Many of our neighbors use the same company, so I thought I would call to inquire. I was pleasantly surprised that I actually got to talk to the owner, Mark Thompson. Mark was very personable. He provided me the answers to my questions, which to me, confirmed the trust the previous owners had with this company. The installer did a great job and was also personable and friendly. It's been three weeks since they installed the security system and it all works great. read more

STAY AWAY FROM THIS COMPANY ! NOT RECOMMENDED ! I have a bad experience with them. Friend of mine told me about this company, I went ahead called them without too much research. What a mistake ! they scheduled me for 9 am to 12 pm installation. My first thought is that the 3 hour window is kind of long, but if they can show up, I am ok. No one showed up or called during this time. I got a call at 12:18 pm from installer telling me he is 40 minutes away. I told him NO. I called the company and tell them if they can install it next day, i will be fine. I get refused by them with bunch of excuses. I am disappointed with this kind of poor customer care. All in all, I feel this company is not customer oriented, it can't offer the decent customer service. I am seriously doubtful about the good reviews from BBB or Angie's list. I want to do business with a company honor their commitment and take care of their customer if it made mistake. read more

Be aware ! This company is by far worst when it comes to customer service. I had installed their service at my home and pre-paid full year at the time of set up. After four months when submitted notice to cancelled the service, customer service rep. told me that my home was setup as Rental property. I argued that I have the contract paper work and it is clearly state that this is my residential properpty. I offered to show this as proof but they did not want to even listen to me and hang up the phone. I think they dont want to issue me a refund and hence coming up with any reason they can find to refuse my refund. This is not a good business practice. read more

Smith Thompson has been all that their advertising promised! I cannot day enough in positive comments about their integrity, efficiency, courtesy, skill and professionalism. I highly recommend them!! read more

When I moved out of my old house I had to pay a whopping penalty to ADT as it was part way through the contract. My new house had a deactivated ADT system but I was very reluctant to use them again. I read some good online reviews about Smith Thompson and their services, costs and "no contract" were exactly what I was looking for. I also noticed a lot of their signs in my new development which reassured me. They effectively and efficiently scheduled the appointment for my convenience, called to say they were on their way, completed the installation quickly and without disturbance to me (working from home) and courteously explained how to use it and the App. I get everything I had with ADT but at less cost, no contract and most importantly with friendly people I can trust to look after me. read more

We have been customers for 3 years and are on our second home with them being our monitoring company. We chose to use them again because the are competitive and fair and offer great service. read more

I was told tech would be at my home between 9-10am next day. tech did not show up. I called the office and they said the tech tried to call but could not get me to confirm our appointment so he went to his next appointment. I told them I was a little disappointed because I was told he would be there and I told them I would be there. I was not told he would call to check if I was there first? When I spoke to the owner Mr Thompson which is what he calls himself. He told me rudely that I can either take his service or not and he had the best prices in town and doesn't care if I use him or not because he has over 70 people lined up for service. I told him I care more about service than price. He told me his service was the best? its funny because a company that says they dont care if you use them or not, is not good service. I called ADT after our conversation and they were very helpful and assured me that a tech would be out today no matter what. read more

I recently went with Smith Thompson to monitor my existing system. My review deals with Smith Thompson solely as a monitoring company, not as an installer of brand new systems from scratch. I would not use Smith Thompson to install a new system because they don't install hardwired systems and they don't install Honeywell Panels, only DSC. If you want to add a device to an existing hardwired system, they will only install wireless devices which contain batteries that must be changed. They refuse to run wire from the panel to devices. For instance, they had no interest in installing a hardwired external siren. So, I had a local alarm company in Houston install all of my Honeywell hardwired components. Once I had the perfect alarm system, it was time for me to find someone to monitor it. I always heard wonderful things about Smith Thompson from friends and how they have a very quick response time. Also, they have the best prices in town for cellular monitoring. They blow ADT and all of the national alarm monitoring companies out of the water with their excellent service and pricing! Further, you do not have to enter into a contract, which I like. I talked with Josh on the phone and he was quite helpful in answering all of my questions. Josh scheduled me for the set-up service and the tech was prompt in coming. He called an hour before arriving. I went ahead and had the Smith Thompson tech install a wireless smoke & heat detector while he was out. I was happy to see that he installed Honeywell smoke detectors and that I didn't have to settle for the crap from DSC. In fact, he had both Honeywell smoke detectors and Honeywell wireless receivers stocked in his truck. The smoke detector and wireless receiver cost $129. The Uplink device for monitoring was $89. I went ahead and paid for a year of monitoring so I could get one free month of monitoring. The tech properly labeled the panic buttons on my Honeywell keypads and showed me how to use the system. In summation, without hesitation, I would recommend Smith Thompson for the narrow purpose of monitoring an existing system. But, by no means are they a full-service alarm company. read more

I had used them in Dallas but they now (finally :) offer service in the Austin area too. All-wireless alarms, excellent prices, great service, professional installers, and best of all, no contracts. I also know from personal experience (due to my forgetting that the alarm was armed :P) that they respond right away to the alarm going off. I have used or worked with ADT and Protection One and let me tell you, if you thought your cell phone contract was bad, you ain't seen nothing yet; why the feds haven't gone after these companies is a mystery to me. In contrast, Smith Thompson has excellent service, low prices, and no contracts - you can't go wrong. Great service and highly recommended. read more

Please understand the the following complaint is based off of my personal experience with the company. It is my personal opinion. I have no way of knowing if the poor service I received is unique to my interactions with them, or if they are like this with every customer. I sincerely pray that this is not a common occurrence, and encourage every individual to do their own research and use their own discretion when considering the company. With that understood...I'm running back to ADT like the prodigal son! I truly wish I could give negative stars so that you could adequately understand how disappointed I am with them.These people, in my opinion, have been irresponsible, negligent, and down right rude.They have been the exact opposite of thorough. I spoke to some man named Colin on the phone, a family friend of the Smith-Thompsons, (He volunteered this information to me, like it was somehow relevant, or somehow rectified the situation). His family connection explains why he may perhaps feel he is above customer service or being polite.. . These people/this company...I kid you not... neglected to ask the criminals for the account pass word, or receive verification and permission from the account holders. Ridiculous. I expected requiring a pass code to be standard service. Don't you? Instead the individual only claimed to be the owner of the house...and viola! The company was no longer concerned. I am furious. But mostly just sad. Before this happened we had more than one issue with them not being able to receive the signal from the alarm in their offices. We live in a well developed area, so this was especially confusing for me. The first time this occurred we had just had the alarm installed . We tested the alarm system and found out it had not been working. (Don't you just love when you pay for a service and don't receive the service?) They came to fix the signal and within a week they claimed the signal wasn't working again... for which Colin claims is not their fault. Way to take responsibility, bud. No compensation was even suggested by S-T, or provided, which as new customers would not have been that much. Worst of all, there was no apology for their mishap.Colin was extremely defensive and acted as though I had no right to be upset with my service. Again, I do not recommend this company, however, my experience with this company is my own. If you are happy with your S-T service, then by all means please continue to use them if you like. However, I will suggest that you do frequent (in my experience WEEKLY) signal tests with them to ensure that you are protected. Otherwise, if a break in occurs you may find yourself in an extremely precarious situation, lacking the protection you thought you had. The protection you are entitled to. I cannot stress this enough. Also, if you would like it to be that only those that know the pass-code are automatically granted permission to be there, you have to express that explicitly. CRAZY right? Do not assume that if they talk to an individual they will demand thee pass code for the account or any other means of identification or verification. As Colin stated, they just "assume" it is a family member on the phone, because a criminal "never answers the phone when they break in." Dearest Colin, never say never. Although your cushy job at S-T may be guaranteed, many things in life are not. As a supervisor for a security company you really ought to understand that. I'd also encourage you to do some necessary research on criminals, considering your position. Some are them ,if not most, are sociopaths, and are capable of anything. One last thing. I very much appreciated the first lady that answered my phone call. I regret not taking down her name. I was not happy when I called, which was well within my right, and she was still calm and helpful. I very much got the sense that she was already familiar with this situation, seeing as though it was pretty obvious they had not handled the situation properly. I wish you all the best of luck as you search for the right security for you and your family. read more

Smith and Thompson have been friendly, accommodating, and attentive from the time of installation to now. Their response time is so quick, as we had to find out after a few false alarms when we have accidentally set off the alarm. I have no complaints about this company. read more

After many years of using this monitoring service I just got off the phone with one of the rudest representatives I've ever experienced and my inquiry has yet to be answered or resolved. My alarm went off at 8:28 this morning. I was expecting a call within a minute or two of the incident as I have in previous similar situations. The call from their representative to ask if everything was fine unfortunately didn't come in for over 8 minutes. When I asked why there was such a delay I was told they were experiencing a high volume of alarms going off and called when they could. I then asked how many people were responding to alarms and calling homeowners and was told basically that wasn't my business to know. I then asked to speak with the supervisor. I was placed on hold for 15 minutes and eventually the team leader, Tracy, not the supervisor got on the phone. She was rude, told me in response to my bringing up a concern that this is a safety issue that the company answers alarms when they get them as they get them. Further, I didn't need to know how many people answered the phones. If 1 or 2 calls come in they can handle them quickly but there were 12 to 15 when my alarm went off and that's just the way it is. She went on to say this happens when something is going on like weather. I told her there were no weather issues here in Dallas so I'm not sure why the volume would be greater than normal. She offered no explanation for higher volume. When I tried to explain the reason why an immediate response is required, and frankly that's what her company contractually agrees to do she said she isn't going to talk anymore and will hang up. I asked for her name, and her supervisors phone number. She would not give the supervisors number but said she would transfer me to her voice mail and the supervisor would call me back two days later on Monday. So now I'm waiting to see if I get a call Monday. Given the twice refused request to know how many phone monitors were on duty this morning I'm sure there aren't enough to handle the volume or they would have told me a number. I'm betting if I am finally given the requested information it will be 2, the one who called me and Tracy the rude and unprofessional team leader. If there were 12 to 15 calls and my wait time on hold was 15 minutes, that's about 6 to 8 calls per representative over the 15 minute wait. This is a security monitoring system whose job is quick response time. They totally dropped the ball this morning. But worse were the on hold wait time, lack of professional meaningful responses and lack of information provided when asked about it. Very disappointing! read more

Installation was simple and the technician thoroughly explained how to use the system and all of its features. I'm glad I chose Smith Thompson over the other over priced competitors. Convenient billing every 3 months and no contract. I did not know about this company until a friend referred me. read more

Great communication and service all the way. Very impressed with our technician, skilled and very helpful in answering all the questions we had on the system and the operation of it. Very happy with our alarm and totally the best value for your money out there. read more

Hired this company for our new home, very happy with the service so far! Technician was very helpful and efficient. I definitely like their app and the emails I get every time somebody sets the alarm on or off. read more

We wanted an alternative to the big "contract" companies. A friend recommended Smith Thompson and we couldn't be happier. From the first phone call, I knew I had chosen the right company. They were extremely informative and courteous. The technician who came out was wonderful! He was prompt, professional, and knowledgeable. We've had our system for a couple months lately. We've set off a few "false alarms" getting used to having it, and they are always immediately responsive with calling and so friendly when I tell them it was an accident! I love the freedom of a great security company with no insane monthly payment and long term contract!! I HIGHLY recommend Smith Thompson! read more

Great price; no contracts, and a faster response time if a burglary would happen in our home. Thanks so much!

Not happy with this company. I called to setup alarm monitoring, and I already have a system installed- all I need is monitoring. I was told by a sarcastic sales representative that since I'm leasing a house, that they can't offer monitoring unless I pay a full year up front (non refundable). I agreed to this as long as I can transfer the service to the new home we will purchase. He said that was against their policy. He said they can't do it because they need to "recoup their costs", I assured him that if they gave us service that I would transfer to our new house and be a lifetime customer. He turned me down. Glad to find out early on how they feel about their customers, definately don't appreciate new business. I found other companies that service my area for about the same costs - month to month. read more

Going with Smith Thompson was a no brainer. The price is the best in the market (Dallas Ft. Worth) for monitoring and there is no contract. I have always had a good experience when calling customer service. read more

We highly recommend Smith Thompson Home Security. We became their clients when we switched our landline-based ADT system to their cell phone-based system at our rental home. Changing companies and systems was quick and efficient, and we began saving money immediately. We've been so impressed with their service that we recently switched our home security system also. Once again Smith Thompson came through with a top-quality technician who easily and inexpensively switched our system. We've mistakenly triggered the alarm several times and their callback times were very fast. Two thumbs up for Smith Thompson. read more

I love the price of monitoring service the most: $16.95/month. Some other company is a few bucks lower but I'm not sure how their equipment and monitoring service work. The technician was very helpful and knows his trade, and he answered all my questions cheerfully. He was quick too. We have had 2 false alarms so far and each time the 'check call' came in within 1 minute of the going-off alarm. The old company we used did not even call in once or twice after the false alarm going off, so, so far Smith Thompson performed and delivered as they promised. I'm happy with this company's service very much read more

We were looking to change our security system due to lack of customer service. We heard of Smith Thompson and decided to check them out. How glad we did! Besides being "local", they were friendly and courteous. They considered my physical limitations and did not hurry through all explanations. The installer was most courteous and knowledgeable. Installation was completed in a timely manner. The installer then took the time to explain the system fully to me. Then answered my questions. He even cleaned up all installation "mess". And the best part of all was the reasonable cost of service. I would give this company a 10 on all categories, and would gladly recommend then to anyone in Texas, especially the DFW area. read more

We chose Smith Thompson based on the great customer service reviews. After being a customer for 2.5 years I felt it was time to share my experience. This company really cares about their customers and makes every effort possible to turn a negative situation into a great memorable experience! If you are looking for a company who cares about the customer I would recommend giving Smith Thompson a try for your security needs! read more

Yes I have read the good and bad reviews. Good service till there is a problem., for the low monthly monitoring bill as advertise, and their support staff emphasizes. They do not service their equipment , repairs out sourced.' equipment warranty for 1 year when installed as I was told by a customer service rep, she was very nice. There the problem lies. One is charged for a tech to come out and repair if the equipment is over 1 year old, 70$' just for a look. The owner insulted me, he stated he look at my account record , stated this is a gain for both to part ways and for me to cancelled service , good business practice , hmmm. Tech support only available Monday-Friday 8-5 if your security malfunction at off hours. And if it does you have to wait , for someone to help, they are dispatching alarms. Just the truth, as I have experienced from past . No 24/7 support for system malfunction. Bottom line - low monthly cost, 1 year install warranty on equipment , no tech support after hours/weekend if system malfunctions. Charge to repair . And insult to the customer if you have complained in the past because , for what ever I complained about over the years. Wow--- very sad! read more

I called Smith Thompson Home security to get my new home secured with the existing alarm system. A technician came out and was very rude and was either lazy and did not want to do my requests that I requested from the sales man before his visit or was not knowledgeable of alarm systems. The technician said I would not be able to secure all of the windows in my house because their company does not do that and No companies do that except ADT and I would spend thousands of dollars to get that done. Meanwhile he did not make suggestions for glass breaks or any other options to fit my needs. I was the one asking for other options. I then asked about getting fire alarms to be set up for fire monitoring and he said that in order for him to install and for the company to monitor fire that my house would need to be up to fire code. I then asked if my house was up to fire code and he said no. He then explained that now a days houses cannot go on the market if they are not up to fire code. I then explained that I just purchased my house. He then tried to cover up the lie he just told. OR he just did not know the facts. I decided this company would not fit my needs since I kept hearing the answer NO, NO, NO. I nicely explained that to the technician and he said " did you not speak to our salesman about what you were looking for"? I explained that I did explain what i was looking for which was fire security alarms and my house secured 100%. He took down the keypads he replaced and the panel in my front closet. I noticed he was getting ready to leave and had not put the two keypads and panel back that he took down. I asked him if he was going to put them back on and he said No. I asked him why and he said " I do not get paid to put back other peoples equipment". DO NOT DO BUSINESS WITH THIS COMPANY...THEY WILL SEND TECHNICIANS THAT ARE RUDE AND NOT CUSTOMER FRIENDLY... Saving less per month is not worth it when you have to deal with bad customer service. read more

My wife and I just Switched providers. We couldn't be more pleased. Their customer service is absolutely fantastic and their rates are very reasonable. Glad we went with Smith Thompson. read more