Alarm Relay Reviews 573

Found out recently that my office wasn't actually being monitored, for up to 3.5 years now. Asked for a refund, was transferred to accounting, explained the situation. She said she'd call back later that day, and that was 2 weeks ago!

Been a customer for many years. All sides of service have been terrific, from monitoring to tech support. Sold me the right equipment to change from landline to cell, and walked me through the entire installation process. Monitoring service makes calls within 30 secs every time- and a fraction of the cost of traditional providers. . Very happy with Alarm Relay.

I have used Alarm Relay for years and they WERE great. I moved recently and tried to set up service at my new home. Long story short, I spent months trying to get a functioning system and never did. Had to send equipment back twice and they finally agreed to refund us. Now we sent the equipment back over a month ago and haven't seen a penny of our money refunded.

A delightful experience, from the lady who answered all our concerns in a friendly and helpful manner to the pleasant technician who skillfully problem solved as he guided us aboard and made the hook up super easy. A refreshing change from a well known company that disappointed us with their deceptive business practices. We appreciate the straight forward, pleasant service and no gimmick practices of this company.

Had Alarm Relay for about two years then got rid of my land line. No problem up till then. Cancelled service but was called back a few months later to see if I wanted to get service back using a cell communicator. Paid the $200 and got the Telguard, tried for two weeks to get it working with the help of their tech people. Verizon signal was too weak, sent it back and got the AT&T version. Tried for another two weeks to get it set up, “somehow” the transformer on my alarm system went bad, got one from Amazon. Tried to get it set up again, more than 30 (their return deadline) days had passed since purchase of Telguard, still not able to get it working, my system did not work at all after that. Had some life issues and contacted them in December to send the unit back, they said no. Have now paid $2000 to have a new alarm installed and have a $200 Telguard that is useless. Would not work with this company again.

The absolute worst experience. Was told system worked with VOIP, MagicJack in particular. So I order An MJ for no other purpose. System is not set up completely after the first install call. Rescheduled for ten (!) days later. Upon second try we get the sustem to work - but no. Told by technician that VOIP was too unreliable and it did not work. Spoke to manager who suggested I pay 50% more monthly and additonally purchase equipment costing $190.

In Summary: untrustworthy company.

Just talked to Destiny today to set up communication for monitoring via the internet, since I had mistakenly cancelled my landline and cut the connection. She was very helpful and arranged for a very reasonable solution to the problem. I must say that I was greatly impressed! Thank you, Destiny!

They are a great service provider. Was with ADT... this is the better value. Just had a reprogram issue on my old wire panel and they walked me through it perfectly. Thanks for always calling when I trip the alarm. Bravo.

My Security expert (former USAF) recommended Alarm Relay for Monitoring. Switching to them was easy and very professional. These folks really care and are thorough. Christian Alvarado in Tech support and the whole sales and customer support teams work all together as a big team to make it happen for the customer. Great experience.

I have used Watchlight aka Alarm Relay for over 10-years. When we bought our home, it had an existing panel and sensors. They came out, configured the system and added two new sensors at our request and at a reasonable price.

Over the years, we have had 2 actual alarms and a few false alarms (our error when opening the garage door when system was armed) and they have responded within 10-30 seconds. Always polite and professional.

Getting ready to upgrade my system and looking forward to continued service and support with them.

I've had Alarm Relay for about five years and just renewed. They are truly awesome in an industry that is known for scams. I don't understand the negative reviews and, frankly, some of the complaints are silly. Alarm Relay is truly a low cost but high quality provider.

Great service fast response time. Had ADT for 16years and I am glad I switched. Should have done it sooner money down the drain. Did not know better but I do now. ADT tried to retain me as a long time customer and offered my best reduced rate of $18.95per month. No thanks. I own my DSC Alarm system and recently integrated it with Smartthings and Alarmdecoder thanks to Sean at Alarmdecoder. Great service just like Alarm Relay. I was a little hesitate at first but as soon as I received a notice from Smartthings that my alarm was going of with in 10 seconds or less I was getting a call from Alarm Relay's Call Center. I have recommended several people to their service and not complaints back yet. They are even compatible with VOIP.

I started renovation on a home in April 2019, and signed up with Alarm Relay to install a radio signal alarm system to monitor the home due to it being vacant. (No wifi or phone line) I received the equipment and hired one of their preferred installers from a list that they provided. Gentleman shows up and installs the sensors and the control panel and collected his 250.00 dollars. I call to activate the system and the phone tech cannot get the sensors and the panel to communicate. I box up the panel and ship it back and receive a second panel.... you guessed it, it doesn't work either. Fast forward.. I'm into my 7 month of trying to get this service up and running and I receive my third panel.. which finally gets activated on December 21st!! The home has been vulnerable for almost 8 months. You would think I would receive some sort of compensation for this debacle, but on December the 23rd the accounting department calls and explains I have a yearly contract and I owe 360.00 dollars!! What happened to the 8.95 a month you advertise?? They explain that I have a radio card panel that's 10.95 per month and they have to pay a third party 15.00 per month to monitor it!! So they sent me equipment that they can't even monitor and it's going to almost triple the advertised price. ...Oh and I've got to pay the full year upfront because it's in their contract and my year starts on December 21, once the equipment finally gets online..(Remember I signed up with them in April...so my year should end April 30, 2020). They say "Oh no, we couldn't charge you in April because your system wasn't online") That's my fault your equipment didn't work? I've got a tenant for the property now, they can secure their own deal... When I needed monitoring Alarm Relay dropped the ball... Big Time..Oh and charged me 360.00 for my trouble.

I'm an above average homeowner tech person. I don't work in the field professionally, but I can dis-assemble and re-assemble just about anything from automobiles to electronic instruments. My experience with Alarm Relay has been as fruitful as taking a car to a mechanic who keeps replacing parts until they stumble on the solution. They suggested I replace the main PCB (printed circuit board, $35 sourced independently) suggesting the issue was either that or the dialer. From the start I explained that I had no landline and monitoring was done through my DSL line. There wasn't cognition of this fact on their part until after the PCB was replaced and they asked "what number does your system use to dial out?". I again repeated how signals were being sent from my home and state that since I was able to see that system being armed and dis-armed through my previous company's web portal that it was effective, as is, in the past. They then said "well in order for us to monitor you through DSL you'll need to add an EVL-4 module", which I sourced for $96 online. We get everything configured and the tech says "o.k., let's test you smoke detector". I'm instructed to hold down the test button on the 521B smoke detector that ADT had installed in 2003. Believing the tech knew what he was talking about I attempted to press the only visible area where there might be a "test" button, which was actually just an indicator light that shows the device is functioning. The tech says, "well, given the age of the device it may not be functioning" and suggests I replace the unit. So, once again, I research and source a replacement 500N series smoke detector made by Interlogix ($40). I wire it into the system and call to test the unit; again, different tech, same run around. I tell her "there is NO test button on these units, which is supported by the installation instructions I just read". Mind you, these people are supposed to be subject matter experts. I'm told "well the only way to test it then is to buy smoke in-a-can. I said "Look... I'm not spending another penny on this project. You people are like an auto mechanic that guesses until they eventually resolve the issue!". Ridiculous!! I asked, "if you get an alarm signal will you call me first before dispatching calling my local responders?". The tech said "yes". I lit a cigar, blew smoke at the unit and the siren sounded. There's your solution.

ADT is the leader in home security system installations. The Ademco Vista-20P is THE industry standard in household alarm systems. This IS NOT rocket science and should be common knowledge for ANY company that offers tech support for alarm systems. For all the unnecessary expense and aggravation I should get my first year of monitoring for free!

Reply to Alarm Relay Comments:
> The fact that you don't have techs in the field is why I was clear and concise in my communications. You allegedly record calls for training & quality purposes, review your recordings. I stated from the beginning that I was monitored through DSL and had no landline. I provided PHOTOGRAPHS of EVERY system component involved in the monitoring and transmission of signals from my home. Rather than assume (since you don't have techs in the field) that the PCB was the issue, skip to the fact that you can't monitor through DSL (again, clearly communicated from the start) without the EVL-4 and start there. If the integration of that device allows communication with your monitoring station, no need for the PCB replacement. The age of the system is marginally relevant; there are no moving parts in electronics and things don't wear out. The Ademco VISTA-20P units are still manufactured and installed at this time.
> The documentation that accompanies the United Technologies Corporation ESL 550N Series Smoke Detectors (P/N 1036525-EN REV F) shows there is NO test button (a fact your tech support team should know) and that there are TWO recommended test methods: 1. Smoke! In A Can (or) 2. Hold a smoldering punk or cotton wick close to the unit... Smoke from a combustible source, be it a punk, cotton wick, cigar or other CONTROLLABLE source is the same.
Go to Google and search: P/N 1036525-EN for the supporting pdf. You are again, incorrect. The smoke detector replacement was unnecessary, as recommended by Alarm Relay.

> Really? "Life Safety Enhancement"? Why do you think I chose to install a burglary system and REDUNDANT fire detection system in the first place? You're grasping to validate your company's misdirection. There are hard wired smoke detectors with battery back-up on every floor of the home. When occupied, detection would be prompt, as is.

At a minimum, you should pay me for the cost of the PCB and new smoke detector. You need to improve.

Fantastic group of people to work with excellent monitoring service!

It is a rare treat to work with the people at Alarm Relay. I have been impressed with each interaction I've had from my initial inquiry to setting up monitoring service. I think these people really like their jobs and it shows in how they treat customers - cheerfully, knowledgably, and anticipating what needs to be done. I'm already a loyal customer.

Good feeling know someone else is looking out for you.

2nd attempt with them. The first tech (over a year ago) didn't seem to be able to program my panel. 2nd tech was good and got it done. However, the medical alert device keeps having problems and they want to charge me for a tech to look at it when the problem has been there since day one. Poor business practice to nickel and dime a new customer.

Great company. Easy to set up service. Service is very responsive. Excellent company for security service.