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March 2024 by Scott H.
As several other customers have already shared, it would be best to seek other options for home security monitoring. And this is because, as others have said, CUSTOMER SERVICE in their "monitoring center" is poor at best. On our most recent service call, which was prompted by a clear equipment fault, I was on hold for several minutes, only to hang up, and try again, to be greeted by more hold messages and music. It's ironic that the very center that is supposed to be on top of motoring our system is unreachable in the middle of the day. The irony being that our "call is very important to us". When I finally get thru, the representative is barely audible. I finally hear her pick up a receiver since she must have been on a headset. But it might have been better to not hear her, since she was sassy, impatient, and clearly uninterested in being pleasant. I imagine they must be short staffed - otherwise why the hold? And then this specific employee must be unhappy - overworked maybe? Either way, Alert Alarm's problem is not the customer's problem, but it seems that they are consistent in making it so, since we're clearly not the first to point out rude service. We've paid hundreds of dollars each year for more than a decade. If we can't reach them via phone, who is to say that they'll be responsive when it's critical? With the uptick in property crimes these days, Alert Alarm is not suited to help Hawaii residents protect their homes with timeliness and care. It's time for a change.
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February 2024 by Stephanie K.
We've been customers with them forever. They are responsive whenever I call for questions. Really like Lucinda. Worked with her on a camera system and she was easy to communicate with, friendly, knowledgeable about the systems. She sent an estimate and let me decide when we were ready. Once we decided on going with Alert, she was there to assist on making sure the installer Ricardo would be the one. Ricardo is also very efficient, professional, and knowledgeable in installing, calibrating, and setting it to our mobile devices and computer. The other week I needed to speak to a technician about deleting one email account where the notifications were appearing. Kyle quickly responded and guided me step-by-step. He was very patient and knowledgeable. So far Alert Alarm has been there for us! Thank you, Alert Alarm, Lucinda, Ricardo, and Kyle. :)
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November 2023 by Al A.
Alert Alarm technician stole my scientific calculator that I bought couple years ago. I'm very disappointed he did this to me. Next time that person comes to my house, I will keep a close eye on that person. I don't trust Alert Alarm technicians.
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June 2023 by Ashley L.
Great customer service! Always a call away and always on top of things! 24 hour call center located here on home grounds with people who know our islands.
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June 2023 by Christian N.
S*** customer service! don't do business with these fucks will not help if problem arises
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June 2023 by Jay O.
I don't know how often these businesses really read into these reviews, but I had recently saw that someone had posted pictures of one of the worker giving this "reviewer" the finger on the road. At the time I was not able to respond to this reviewer's statement for personal reasons, but today I figured I'd set the record straight. Everything this cowardly man had said about the worker was the exact opposite of what had occurred that day. Me and my husband was the driver behind this reckless driver who was on the HOV lane driving below 40 while all the other lanes were driving at 50-60. My husband decided to go around him, to which he decided to weave through several lanes of traffic just to get in front of us. We were clueless as to what his intentions were, but after a few brake checks from him I had eventually told my husband to just ignore this erratical driver. By the time we had merged onto the next lane to avoid him, The Alert Alarm vehicle ended up behind him as he continued to do the same thing he did to us. Brake checking and negligence driving, endangering other drivers on the road. Unfortunately, I did not see if there was any exchange between the two drivers nor was I aware that this cowardly person had decided to snap a few photos of the worker for an incident he had started. I am not writing this review to bribe anyone for anything. Nor am I siding with this worker for his misbehavior and his inability to avoid the situation, but I would not go as far as to say this worker "does not deserve" to be working for this company over an occurrence that was initiated by someone else. Whatever the company decided to do is none of my concern and am only writing this to set the record straight so this company does not lose face over a review done by an anonymity. If you, the anonymity, are reading this. Shame on you. You ought to be very ashamed of yourself for hiding behind your screen and discrediting this company's name over something you had initially started. Next time do yourself a favor and stay off the road if you are going to continue to act and behave in such a rashly manner.
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May 2023 by Jaime Y.
Can't trust their equipment and the worst customer service. Our home was burglarized last Saturday at 8pm. The thieves had enough time to go through most of our house, including 3 rooms that each had motion sensors that failed to go off. The only motion sensor that triggered the alarm to finally go off was in our hallway as the thieves were leaving our home with all of our valuables. The motion sensor in the hallway went off at 8:31pm, my neighbor was at our home by 8:34 pm and the thieves were long gone. My master bedroom sensor, where they spent the majority of their time going through every part of it, never went off. From the amount of stuff that was taken, and the ground that was covered, they were definitely in my home for more than a couple of minutes. The alarm equipment failed to work until the thieves were on their way out, which was too late. I called Monday morning to cancel the service with Alert Alarm. We were devastated and didn't sleep and barely ate since Saturday night. I didn't call to start any conflict, the unfortunate incident had already occurred and I didn't feel like anyone was to blame at this point. The equipment failed. The woman I spoke with said that they did what they were expected to do. This is true, the alarm triggered at 831pm AS THE THIEVES WERE LEAVING. I explained to her multiple times that their equipment failed us. She offered me a camera upgrade. I explained to her that I was trying to cooperate with her though her questioning as to help their investigation as to why this happened so that it could potentially help their other clients. I was tired, traumatized and scared out of my mind that they would be back. My family had lost thousands of dollars worth of items and also irreplaceable family heirlooms. She kept trying to customer service me to "change my mind". I told her that we already installed an all new security system with cameras. She replied, "well that was fast." Absolutely, we acted as fast as possible. My kids live in this house and their safety is the most important to me. She then went on to explain that they have a strict 60 day cancellation policy but she was able to make May my last month. I asked her if she was seriously going to charge me for May?! She replied that was the best that she could do. I wasn't looking for compensation or to start any sort of conflict with this company even though I believe that we lost a ton due to their equipment failure. However, I believe that how we were treated at the end of our service, while we were dealing with tragedy, speaks VOLUMES. A little sympathy, a few nice words, and simply canceling our service would've gone a long way. Arguing and then charging us for a month of service that we are not even receiving is not right.
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April 2023 by Russell R.
i have been doing business with this company for 5 years. Once they sold out from being a local company their service was literally non-existen. Many calls and email to get service went unanswered and I have had many days where my businesses went unprotected cause their system was in operabl. I finally cancelled my service at the end of 2022. Now they are attempting to extort money from me saying that I have a contract that I did not even sign, they produced documents that are not my signature and they claim it was docusig. In my opinion this is just another scam being played out where they are attempting to do a money grab. I thought an alarm company was supposed to protect me from being robbed, not robbing me instead. Don't do business with this fraudulent untrustworthy business. They have threatened collections, hits to my credit score etc., Matter is now going to legal!
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February 2023 by Glenn N.
Been with them for decades. Over the last year or so, no one answers at their monitoring center for minutes at a time. Last experience, I had a false alarm and I called and after 12 minutes of no answer, I hung up. Another 10 min later, they call to ask if everything's okay!
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January 2023 by Adrian E.
Tech/service workers and call center are awesome. Equipment is out of date and as a company they are behind in technology. They try to charge you for upgrades they need for them to continue to provide service to you. Communication between departments are horrible and other than the 2 departments I mentioned in the beginning, they have poor customer communication. I'm only giving a 2star because I appreciate the service I was provided by the technicians and the call center. If not it they would receive no stars. Look elsewhere for service. There are many other better options. Hate to say that because they are a local company but I've been with them for over 10+ years and I'm leaving. Hope this helps with making a decision about your home/business security.
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November 2022 by Honda B.
5-7 years ago someone gave me a first alert fire extinguisher (fortunately i never had to use it) Roger from Alert Alarm took it so it can be disposed of properly It's nice to see a local company that cares about the enviroment so if u need alarm/fire services. . . much mahalo, Roger
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August 2022 by Terry T.
This is a continuation from my 8/5 review: As promised, AAH sent a technician this morning to my home. Harry called and said was on his way and arrived at about 855am. He was very professional, removed the old sensor and replaced it with a new one. Told me that was the problem since it was never replaced. Did a system check and all good. He was all pau at 9:10am. In my previous post, I was told Aug 19 is the next available appt date. Wait 2 weeks for a job that was finished in 15 mins?! I am meeting with another alarm company this friday and did tell them the story. Nothing wrong with shopping around gang!!
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April 2022 by Rick T.
For weeks our home phone has been losing it's dial tone. We checked all of our phones and finally contacted Hawaiian Tel. They tested our line remotely and said nothing was wrong so they would send a tech to our home. The tech showed up on time the very next day. He discovered that the problem was our Alert Alarm equipment as our landline is connected and goes through their equipment. The only thing he could do was to disconnect our phone line and asked us to get Alert Alarm in to fix the problem. He even gave us his cell number and said he would reconnect our phone as soon as we called him to advise him Alert Alarm had repaired the problem. So we called Alert Alarm. They said the next available time is May 5! We will have no phone for two weeks! We have been with Alert Alarm for 20 years and through various owners. This is really unacceptable for an alarm company. We are on auto pay with our credit card. I intend to find another company for our home and for our businesses.
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March 2022 by william gates
Not customer oriented. Poor communication. Takes way too long to get a technician out when you have a problem. They don’t seem to care about customer service. The office on Oahu is responsive but the office here in Kauai is poorly managed.
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December 2021 by Shannon T.
So the company I work for has been using Alert Alarm for as long as we have been in business. The customer service they provide is probably the worst I have ever experienced. We have an ongoing Emergency and the Service Rep says they will call us IN A WEEK to Schedule an Appointment to have someone come and inspect our Alarm System. So we have to wait a week, have our Alarms go off every time we turn them on and off, disrupting the business' and customers around us, until THEY CAN FIT US ON THEIR SCHEDULE. Sorry, no that is unacceptable. The lady I spoke to was neither helpful or sympathetic to our concerns, put me on hold multiple times, to just say there is nothing she can do but note in down on our file. DO NOT SUPPORT THIS BUSINESS! GO SOMEPLACE ELSE!
