I loved this company until I called to renew my service. I paid for but never used my service for a year. Never once activating it. Not their fault but it is what happened. When I called to pay for this year, bc I really want to start using it again, they started my new billing cycle 25 days earlier and refused to start it on the day I called. I asked to have it restated today and she refused. She explained that the billing cycle started 25 days earlier. I asked to speak to management or customer service and was given attitude. Sucks I paid and didn't use them but I have a problem paying for a past service I didn't use. I may call back, bc I did like the company the four years I really used them (not just paid them). Hard to call back after the attitude. read more

Moving into a new house after 29 years in one location. Thought I would go with the big name higher priced company after all those years of managing a couple different DIY systems. Silly me thought paying more would equate to better service. After spending 8 hours in an empty house waiting for the AM scheduled install. The tech showed up at 3:00PM, and was unable to install the system as per my request. I asked him to kindly leave. Called Smith Thompson and they were able to schedule an install for the next afternoon. And get this , the tech showed up on time! In a professional manner, he promptly installed the system to the details per my requests. I ended up paying a fraction of what the three letter company was gigging me for. The system although only on line for a couple weeks, has worked flawlessly. Go figure! read more

2 star for customer service by tech support!! I called in today since the power outage had messed up the keypad display but the guy I spoke to was rude and was impatient. When I asked to confirm if so and so is what I need to type i could sense frustration in his tone when he said "Yess"( in a long irritated tone). So uncalled for especially it was a straightforward 2 minute call. read more

I'm glad to read these reviews. My insurance agent recommended them when I called her to get a referral or advice on a security system for my apt. First call, got transferred to sales. On hold for over 10 mins with repeated call center recordings. Then they disconnected me. Second call, same routine and disconnection. Lord help you if you were calling about an alarm. Maybe the sales reps are monitoring the alarm calls. Thank you for saving me a future headache. read more

I had quite an experience today with Matt, an installer at this company. I was housesitting for a friend during the install and It was scheduled between 1 to 5 pm. Matt called us an hour prior and said he could come in early. We agreed and I met him at the front door. Boy, I have run into some rude people but Matt's behavior was certainly up there! Right from the time he showed up, he demonstrated a haughty, even snarky attitude - uncaring and downright unprofessional. Let me give some examples: When he was coming in, I asked him if he had booties. He said no and marched right in saying his job required him to have shoes on with rubber soles touching the floor and carpet. Really? It is hard to believe that the company would have a policy that disregards a customer's request for hygiene but I went with the flow and let him inside without a fuss. Once he was in, he clearly didn't care about any dirt or mud he was bringing in with him. He proceeded to walk all over the place without a word of explanation about what he was going to do. I asked him a few questions and I got back some snarky 1-line responses. It was almost like Matt was trying to tell me I was stupid and to stay out of his way. Finally, he turned to me and said he needed me to sign a few documents. I asked him what he had done and to verify everything before I signed. He scoffed at that and said he had already tested everything and didn't I already see him do that? I said I had no idea what he was doing and before I could sign, I needed to verify everything was working. He insisted he could only go through everything after I had signed. When I expressed my reluctance, he accused me of showing an attitude! And the whole time he left me to verify things and try to figure out how everything worked on my own. He just stood there with an angry scowl on his face and one syllable yes/no responses to my questions. It was surreal. Furthermore, he had cut into the drywall to place the keypad and left all the dirt right on the floor. Didn't clean up after himself. He also dirtied the wall with grey marks (probably from his ladder) after he installed the alarm unit. It is unbelievable that a person like Matt is allowed to work in a role where he has to work with customers. He lacks the most basic training and tenets of customer interaction. I asked him for a card so I could see his full name and he said he doesn't have one. More than Matt, I guess it speaks volumes about the kind of company Smith Thompson is. I had actually planned on using their service at my house as well based on what my friend thought about them after a few weeks of service. But after this first-hand experience with Matt, I will stay far away from Smith Thompson and the "service" techs they choose to employ! read more

I have been a customer of Smith-Thompson Home Security for approximately 10 years in two different houses and have always found them to be prompt, efficient and friendly. Recently I had a problem with my Alula remote device. I called the technology department and they quickly scheduled an appointment. The technician arrived on time, checked the home device, installed a new unit, and double checked the entire system. The technician explained the problem, fixed it and I now feel safe and secure. I would highly recommend Smith-Thompson. read more

Their customer service is non existent! I had a problem with the app, so they told me to do hard reset. Now have more problems than originally. Every time get different instructions. Now it's pay for a service call. Ready to find a new company. read more

We've been with Smith Thompson for over 18 yrs. For the most part, before we bought the home virtual system, services was great! Couldn't recommend anyone better for the basic system at that price. If you are looking at the Home Virtual Package, BEWARE. A few things you ought to know. #1 you have on so many 'clips' which are recordings of the camera. We got thru maybe 1/2 the month & were charged for the rest. That gets kinda pricy. #2 If you travel & your system goes down, your oughta luck. Their attitude... bad luck... sorry. We were not happy at all. We had just left for a week long vacation & it went down. We have NO one to go into our house & restart the internet or system. So just know that going into their virtual home monitoring. read more

If I could give no stars I would. We had an issue where we had stuff stolen off our porch 3 times. The motion detector sensed nothing. All the other times it picked things up. We called to see what the problem could be, the tech guy we spoke was the north end of a south facing horse. He was rude and offered no solution except for us to pay $60 for someone to come out and check on a flaw in their system. The kicker and the reason we dropped them was we were told that their system isn't designed to detect thieves , then what is the point of using you? We are switching to someone else. read more

After a recent move, we were looking to have a home security system installed. After contacting 3 different companies and getting the run around, we called Smith Thompson Home Security and they had a technician out within 48 hours. The technician was extremely professional, the install process was quick and the pricing is very fair. 5 star service and would definitely recommend over any other local or large alarm companies! read more

Very old systems. Also, they never want to let you cancel. Price is low because of their old stuff. I'm sure there are better companies out there. read more

The response to the previous reviewer's complaint is perfect example of their attitude. Nothing is their fault. Everything is your fault. The system malfunctions? YOUR fault. THEY don't call you when you accidentally trip the alarm? YOUR fault. The people working for this company have a serious attitude problem. They are also probably incredibly incompetent in an actual emergency. One morning, I get a call from them that says my alarm has been tripped. Given that I was home at the time, it really freaked me out. I thought there was an intruder in my house. How does their operator deal with this situation? They don't. They just ask me if they should disregard it or not. Basically, they couldn't tell me how the alarm was tripped or if I was in danger. HOW THE HELL SHOULD I KNOW??? They had zero instructions for me as to what to do. I had to get a weapon and check the perimeter myself because of their incompetence. If there really was a danger, I could've been hurt/killed. And what if i WASN'T home and couldn't get home to check for an intruder? WHAT IS EVEN THE POINT OF AN ALARM SYSTEM at that point?????? Turns out it was a faulty signalling system causing them to think the alarm was being tripped. Ok, fine. Even if I let that go (even though in 10 YEARS of having ADT previously, i have not ONCE had faulty signalling issues), there were several times where the alarm was tripped accidentally by me and I NEVER RECEIVED A CALL to make sure I'm ok. Instead, I had to call THEM to make sure they werent sending the cops. If this was a REAL emergency, what good would they be? They can't tell the difference between a faulty signal and actual danger. read more

I have appreciated the work done by Smith Thompson Pest Control for the last few years, just as I like having them for my home security. Having one local company handle both simplifies things, and they do a great job with both services and both my properties. Yesterday, one of their Pest Control Techs did a terrific job at both of my homes. My residence was sprayed carefully inside and outside, and my rental property was sprayed on the outside only at my request. Paul effectively communicated with me and arrived within the window scheduled. Thanks for working with me to schedule when I'm at home and for the great pest control service. read more

I have been a Smith Thompson customer for 6 years and, up to now, have had good service. I just bought a new home and called Smith Thompson to take over the current system. The technician was there for several hours and after $480, I thought I was done. I had to leave prior to the technician completing the work so I did not have a change to review the work. I went back to the house the following day to record the zones, since the technician did not do it. I found one window that was not working. I called Smith Thompson and spoke to the manager. He actually told me that the technicians are not trained to check all of the windows to see if they work? Really? Shocking. I think this should be in their disclosures, don't you? So I scheduled another service call for them to fix the window. The next call was from 10-2 on Saturday, 12/28/19. I called at 150 to check on the status. I confirmed the call was from 10-2 and then they called the technician. I received a call from the technician callously responding he thought it was from 1-5. I called Smith Thompson back and was told the next available was 1/2/20. Not let me get someone out there at your convenience since we botched this twice. Now I will wait for a manager to call me back. And I wait. read more

This company has the worst customer service and corporate personnel I have ever experienced. They are unprofessional, lack customer service skills, and will hang up on you when you ask to speak to the manager. Worst of all, the "manager" has the worst attitude of them all. I had an alarm go off by accident, and they took a while to call, so I inquired as to why it's been so delayed the last year, only to find out they've been calling the wrong number. When I told the manager this, he lied and said they reached me at the number that's been disconnected for years, and then said it was his work against mine. I will never recommend this place. I value my family's safety too much to count on the people I spoke with to have my family's best interests in mind. These people are simply there for a paycheck and don't truly care about their job, which is ensuring the safety of their customers! **I know that customer service is a thing of the past, but Smith Thompson takes this to a new level. The business owner himself thinks that the safety of my family is getting bent out of shape over nothing. His own words in a real emergency seconds are important, so for him to try and minimize it as it's of no importance is pretty sad and shows his lack of care over his own business, which is protecting families in the case of a true emergency! Also, if the most vile language you have ever heard is the overly used B and F words, you must live a very sheltered life, and I'm sorry that those words offend you! Or are you referring to the term you're full of? Also I don't just blurt stuff like this out of nowhere the employees escalated the situation instead of trying to help. So yes we all have a breaking point. I can see why the employees have no professionalism or care for customers when their own boss (the business owner) attacks previous or current customers as this one does. It should have been a teachable moment to help improve customer satisfaction, but instead he went in the complete opposite direction. Please take this into consideration when doing business with this company; there is no accountability for their crappy service. The owner showed that all he cares about is the money and not the service he provides. Also, my "home phone" was disconnected about 5 years ago, and they were told this 5 years ago. Conveniently, they have no record of it. Of course, they're not going to own up to their mistake. Go read some of the other responses to reviews and make your own judgment on their professionalism. read more

7 minutes ago Initially contacted Smith Thompson (ST) on Sept. 24th to setup service and discuss their process. Financing, and fees. I had equipment from a previous vendor and but we were not sure if my equipment would be useful to this company. ST sales agent scheduled an appointment on Oct. 14 th which was the earliest to have a technician come out and examine my home and current equipment. After this process was complete, an installation appointment was scheduled for Oct. 28th. On this day, the Tech informed me that the full amount for the product was due which caught me by surprise since we talked about financing at the initial call but the Sales Rep. did not discuss the process to complete the financing. From Oct. 28th to today Nov. 2nd I have waited for a Manager to call only to confirm the service offered, and offer to reschedule my appointment 3 weeks from this date. I am a return customer and the previous owners of my current home were ST as well. I'm not sure if this is a new trend but the customer service I have experienced has been deplorable. I told the manager that I would share my experience and he seemed to be fine with my decision instead finding a resolution for my concerns. ST seems to be understaffed so make sure you contact them weeks prior to your desired installation date. read more

Smith Thompson never misses a beat. They are there when we need them and are very reasonably priced. We've never had an issue with them and always around when needed. I wouldn't go with any other company. --Love, Chris and Carrie Sachnik read more

Looking for a local vendor who will take good care of you, offer expertise in technology and qualified technicians without making you sign those multi year long contracts AND offer you a price no one else can touch? I looked all over until a friend told me to call Smith-Thompson. My current vendor could not repair my system and said a new one would be too complicated to install. Smith-Thompson agreed that my property is more complicated than most installs but promised they could readily handle it. They exceed my expectations in every regard. I have a better system, state of art, easy to use and at a price I can't believe. The technician is a true professional in his field. Forget those national chains like ADT who make you commit to their multi year contracts. Call Smith-Thompson and you will be smiling. read more

The technician just came out and installed a new cellular unit was very efficient very personable and very polite very clean cut Also the new cellular unit is much faster and quicker to turn on and off remotely with the cell phone app Smith Thompson you have great technicians thank you read more

I had a wonderful experience working with Smith Thompson. I wanted to work with a local alarm company who partnered with alarm.com. They were able to get me in pretty quickly and Jeremy Dunn was the technician who came out. He was professional and very knowledgeable of all their products. He assured me that our family would be well protected. I look forward to being a customer with Smith Thompson Home Secuirty. read more

Four or five years ago, someone told me of the Smith rates and I switched, saving real money. The system works perfectly and tonight I could not get it to "arm." I tried whatever I could and finally called Smith at 11 PM. What sounded like a young girl on the phone answered and I thought to myself, she is not going to be able to help. In seconds, she qualified me and asked a few questions about what was showing on my keypad. She had a list of the rooms that were connected to the numbers I gave her and told me to the family room. There is one door in there that we have never used in over 20 years. Two months ago, we had some foundation work done and the workmen had to get into that room to make the adjustments. I had not redone the deadbolt and somehow it was open half an inch. In seconds I closed the door, redid the deadbolt and the keypad showed "ready." Kudos to the young girl and Smith. Another happy customer who saved a dollar(s). read more

Smith-Thompson SUCKS! Looks good going in, but when things go wrong, there is nobody to take your call and deal with the issue. In my case, a couple of malfunctioning zones were not detailed right in the system (zone numbers missing), but were on paper. Adding to the issue was RUDE tech support staff, who are super nasty and disrespectful, and will not give their names when asked. Had to cancel service and left a message with some manager. Nobody available to handle issue or take a call. Done with security monitoring. ADT is just as bad. read more

We have used this company for many years. Recently had to schedule service to move from one home to another. They are friendly, courteous and extremely knowledgeable. Their prices are some of the best anywhere with no contracts. Don't fall into the long contract trap that most monitoring companies make you sign. I would not use anyone else. Very satisfied customer. read more

Shawn came to my new house to install new alarm system for Smith Thompson Home Security. He's very professional and helpful. He answer all my questions. He address any concerns I have about security. Awesome job!! Wonderful experience. I had their monitor service too in my previous house and they are pretty good. Totally would recommend this company read more

My wife signed up for service but since we never used it I didn't renew service. It seems however, like many health clubs they make you jump through hoops to cancel. What's worse, it was 8 months later when I got indication of an 'overdue' notice. $150 bucks for nothing. read more

Great service. Very reliable and professional. I switched over to smith Thompson from adt and have zero regrets

Todd Thompson is a great guy. He got us done in one day and didn't try to sell us on a bunch of new equipment we didn't need. He had no problems with meeting my requests as I got new ideas of wanting to add panic buttons midway through the job. Price is great and you don't have to sign a monitoring contract. Can't think of enough superlatives to use. Great, Great, Great!!! read more

I recently had Smith Thompson Home Security come out to my new home and I had a very awesome technician who was professional, courteous and installed everything super fast. He answered all my questions and was very friendly. I would recommend this company to all my friends and family! Happy I made the switch!! read more

They came in and quickly installed their system. It was so refreshing because the last system I had took several hours to install and was so complex, I rarely used it. Smith Thompson is so easy to use and I can feel safe knowing that my family is protected. The technician was very professional and efficient. I notice their signs in more and more yards within my neighborhood. Clearly--the best choice. read more

We're going on 4 years now with Smith Thompson for pest control and home security monitoring. They continue to earn our business with professional, courteous and helpful service. I also like that I'm supporting a locally-owned business that serves and employs the community. I highly recommend! read more

Maybe try looking at last names. I'm a doctor, not some "fake Russian" whatever they call it. Your idiotic response just shows what a crap pest control company you have. Hey let's insult and then say the person is a liar on some smear whatever. How stupid can someone get? One of your guys came back and found a hole they dug under my pier and beam foundation. That they missed when everything was "sealed"??? What a moron showing what a prick you can be trying to accuse first someone of a dirty house (that's got a twice daily roomba scheduled), and then basically a spy against your shit company... And you actually posted you want to hire people to falsely badmouth other companies? Screenshoted. Can anyone be a bigger jackass? read more

Smith Thompson made it easy to switch over from ADT - save me over $60 a month! The tech came out, was right on time, and had the whole thing wrapped up in about a half an hour. I love that they are local to Texas, and whenever I call, they are helpful. read more

I have a recent-construction home that came with a pre-wired security system. I spent a good amount of time checking with my neighborhood Facebook page and online reviews about my options for security monitoring companies. I finally settled on Smith Thompson. They scheduled me out quickly to activate their service on my system. Have to say I'm impressed by their price for monitoring and even mobile app control. The monthly price is about half what I would have paid with the other company I considered! I know the service works well because I've accidentally set off my alarm a couple times now and they call right away :). The short version is, I highly recommend Smith Thompson Security in the Frisco/Plano area. read more

We had been looking to transfer our alarm service away from a large corporation. We heard about Smith Thompson after asking for recommendations from our HOA social media page and the overwhelming majority came back with ST as the referral. I called the number on the website for more information and to ask a few questions and Jeremy R. was polite, professional, and was able to address each concern I had. We went ahead and scheduled to have them come out for the install and activation. We had a few new windows put in, as well as a new door and, as a result, new contacts and/or wireless contacts were needed to supplement. Both the contacts and wireless contacts were installed at a reasonable and affordable price. After installation, the tech went over how to use the system in its entirety and well as how to register the system with our town. Overall, I'm very pleased with the service and product we've received and would refer them to friends/family. read more

O love this company! It's great to be secure! Since I can leave my home alone without stress! Need to be secure! Call this guys... read more

From 2003 to 2013 while rented a home we had Smith Thompson as our security service. Now homeowners in Dallas we continue using their services over other security services. The Best! read more

Hands down, the best security company in our marketplace. Been a client for probably 20 years and have referred countless clients. Just upgraded to their home automation system and very pleased with the knowledge and professionalism of Jeremy. Thanks Smith Thompson! read more

Love this alarm company and the ease/convenience of the mobile app! It's really simple to use and gives me the feeling that I'm safe. Haven't had any troubles with this company so far! read more

I was very impressed how quickly they called my wife after the alarm went off. First time with a home and an alarm. Accidentally set it off one morning. I received a phone call almost immediately. I had disabled the alarm a few seconds earlier. Makes me glad they called anyways when the alarm goes off. I'm very happy to have chosen this thrifty yet great product! read more

Great company....professional...affordable...been in the industry a long time and best of all: locally owned.