I have been a customer for 11 years. In general, the service is good, but they have some real work to be done. I will summarize the pluses and minuses for you: Plus: 1. Monitoring is professional, and when the alarm goes off, they call you to confirm the issue within minutes. If no one picks up, you will find the police at your front door pretty soon. 2. If you have the warranty service and anything goes wrong, they will come to fix it, and the issue is taken care of in a very professional manner. 3. Field Service staff is very professional, experienced, and courteous. 4. You can add smoke detectors real time monitoring. If there is smoke, they will call the fire department right away. 5. Alarm panel gives you the option to summon the police with a push of a button, and the same thing for the fire department, although I never had to do it. Minuses: 1. I upgraded my system recently to a camera mounted on the door bell. I can hardly hear the bell anymore, but you will hear it clearly on your cell phone. If someone in the house is not the account holder, then they will hardly hear the bell. They came and fixed it once, but still, it is not working properly. Previous bell only fixture used to work well and you can hear the bell from anywhere in the house, which is not the case anymore. 2. Alarm panel is still the old push button panel. Other services give you a digital panel. Here, you have to pay for it. You also cannot see who is on the door from the panel, but can see the person on your cell phone. If you are not the account holder, then you cannot see anything until you actually open the door. 3. Customer service is from M-F within working hours. If you happen to have an issue on a long weekend (or even a regular one) and your system malfunctions, then good luck in waiting until they open next week, and hope that no burglar tries to come into your house while the system is disabled. This has happened to me many times, and is the most draw back of all! I had situations when the system was down for over 5 calendar days until they had an opening to service my system. They also do not offer you service appointments on Saturday! 4. You are offered cameras for monitoring. One camera is on the front door bell as indicated above, which is great (other than the sound issue). It records who pushes the bell and is also motion activated, so this is a great service. However, any other cameras you install anywhere else have 0 motion detection capability, so they can only monitor things real time and do not record any motion automatically like the front door camera. You can still record from them but you have to push a "button" manually to record a clip. This is another major draw back. The salesman who sold me on the idea of the cameras being motion detected never mentioned the handicap about the recording issue of the other cameras. 5. When you renew your service, they lock you into a 5 year contract. I discovered the recent drawbacks after I upgraded my system, and now I am stuck with a mediocre performing system for 5 years!! If I knew all these recent drawbacks, I would not lock myself into a 5 years contract. I am very unhappy about it. This company needs to stop being a dinosaur and needs to upgrade its customer service and service equipment. I regret renewing my service with them! Thank you. read more