Smith Thompson Home Security
Reviews and Complaints

Smith Thompson is afforable and customer service is great. They are the most competative when it comes to pricing.

We been real happy with Smith Thompson for security and pest control. We been customers for many years and it was real smooth transitioning when we moved homes recently. They are a real reliable and quick to respond company!

Our technition from Smith Thompson Home Security in Houston was very professional and walked me through the operations of the new security system, including the mobile app. I would recomend them for their low rate and professional services.

We've been with Smith Thompson for 3 years now and we find them to be honest and excellent at what they do. We've been so pleased with our security service. I would highly recommend them for your home security and alarm monitoring service.

We've been with Smith Thompson for pest control and home security monitoring for almost 4 years now. They keep earning our business with their professional, courteous, and helpful service. I also appreciate that they're a locally-owned business that serves and employs the community. I highly recommend them!

Smith Thompson is a great company that offers a really good monitoring service at a cheap price. Their prices are super low, which is hard to find anywhere else. The people who work there are really nice and professional. They have great customer service and are always polite. I totally recommend them if you need home monitoring.

We've been really happy with our security service from Smith Thompson. Being new homeowners, it was important for us to have good security that didn't break the bank, and Smith Thompson has definitely delivered on that. The customer service is great, and we really like that it's a local business. We would definitely recommend Smith Thompson to everyone!

We have really enjoyed our experience with Smith Thompson so far. The initial installation was very quick, and the service person that came to our house was very nice, punctual, and patient. He explained everything we needed to know about the alarm. The couple times that we accidentally triggered the alarms, Smith Thompson called within a minute to ask for our passcode etc.! Always so on top of things, and we have been more than satisfied!

Smith Thompson is good until the service ends. They will try to take advantage of you. If you're not careful, you'll end up paying for service you didn't get. They stopped monitoring my house and I thought they would stop charging me. But no, I made the mistake of checking my credit card statement a few months later, and they had charged me $55 twice after the service was stopped. I called and wrote letters, but they didn't listen. Be cautious.

I hired this company to monitor my security system. But, my system was done and they didn't know about the failure. I would think the first rule of monitoring is, is there a reliable signal?

I've been a customer of Smith Thompson Home Security for 11 years, and I've had to replace my door sensors twice during that time. On both occasions, they guided me through the process of programming the new sensor into the keypad. However, this time when I called, they informed me that they no longer offer that assistance. They said I would have to pay for a service visit and purchase their door sensor at three times the original price.

I signed up for the service, but nobody told me that it had to be prepaid for a whole year in advance. The technician informed me that I had to pay for the year after he installed everything because I was living in a rental house. I didn't actually need a whole year of service, but I went ahead and paid for it anyway. Unfortunately, I never received any notice that the service was going to renew after the year ended. The alarm system has been showing a yellow light since the year ended, so I assumed it was turned off. However, in August, I received a bill for $71, even though I had no idea that I still had an active service. They also mentioned that I could have chosen a monthly payment option. It seems like their technician lied to me just to make some extra money.

I hired Smith Thompson for rodent control treatment of my house in Mckinney, TX. Their worker came with a price estimate and after we agreed, they returned to do the treatment. But after the first 2 visits, nobody came to take away the rodent cage they installed or put on the seal. When I called their call center, they denied that their worker came to my place for the second time and their boss is unreachable. How can a business that charges money be so careless, forget to finish the job, and still keep charging my credit card?

Technician was supposed to fix my alarm last week, charged me and then my alarm went off again. Not Fixed. Came today, charged again. Technician came out last Wednesday and said he fixed the problem. Same zone, same windows went back off on Saturday night. New technician came out again today on 4/6 and said he it's the same windows and they weren't fixed and I had to pay more money. Now sold me wireless connections. I feel like I've been duped and taken advantage of and that they don't warranty their work. The other technician said it was fixed and turned out he did nothing but charge me for new connectors that wasn't the problem. NOT the way to do business and upcharge to wireless systems and charge more. I would not recommend them to neighbors or friends.

I had alarm service with Smith Thompson for over 8 years and was paying yearly. According to the agreement, I was supposed to pay the invoice within 30 days. But the company kept charging me for months after the 30-day period, so I decided to stop using their service. Since I paid yearly, I expected to be charged on a yearly basis, not monthly. The agreement didn't mention anything about the company adding recurring monthly charges. The invoices also didn't mention this. Despite me not paying after the initial invoice, the company kept charging me for months even though I wasn't using their service anymore. They should have stopped the service and not continued to charge me for unused months.

On 3/11/2022, I got a last bill from Smith Thompson Security for $73.40. After emailing back and forth with their billing team, I wanna argue about this fee 'cause of customer loyalty and goodwill. I've been a loyal, long-time customer of Smith Thompson Security for over 14 years and always paid my account in full, one year at a time. I didn't know 'bout the 30-days notice rule to cancel 'cause of this. I'm super bummed 'bout the lack of recognition or appreciation for bein' a loyal customer to get rid of this charge from my account. One reason I picked Smith Thompson Security for every place I've lived and recommended 'em to friends and family is 'cause they're known for doin' right by their customers. I'm really upset 'bout how I've been treated and will gladly take my business somewhere else 'cause there are lots of other companies in the market.

I had an appointment with Smith Thompson to install CO detectors at my house. They told me that I needed to replace the transmitter as well because they're making everyone switch to a new one. I mentioned that Smith Thompson had already replaced my transmitter a few years ago, so I thought I would only have to pay for the CO monitors and the new transmitter. However, when the technician arrived, he said he would have to come back another day to install the CO monitors and would charge me a service fee. I talked to the billing manager, who spoke to the sales manager. She confirmed what I had been told, but said they would instead charge me a service fee when they returned to install the CO detectors. I argued that it wasn't fair because I shouldn't have to pay twice just because they wanted to split the appointment into two to avoid being late for the next customer! They should have been prepared and the technician didn't even check if he had the equipment in the truck!

Smith Thompson Home Security sent me a notice 'bout upgradin' my system. They gave me 3 choices: 1) Free 4g?5G Ready Cellular Transmitter ($59 service Call), 2) Free 4G/5G Ready Cellular App Enabled Transmitter ($59 service call & $5 extra/mo for smartphone control), 3) Free HD Doorbell Camera or Smart Lock (With purchase of $449 IQ2 touchscreen smart system. They also told me to schedule an appointment online. So, I did that and picked Option 1. Today, on 8.24.2021, the technician came to my crib. But when I got the bill, they charged me $123.41 instead of the $59 service call. The tech also told me to download the Alula App on my phone and showed me how to set it up. But then I realized that the tech did Option 2 instead of what I asked for. My system was workin' fine before the upgrade. But a few hours after the tech left, the whole system stopped workin'. I called 'em multiple times, but they just passed me around like I'm yesterday's garbage. No solution in sight.

Horrible Service! Today 04/25, I had an appointment with Smith Thompson Security to come out and check my alarm system and to reactivate alarm, and replace key pad. The technician who came out was "Phil". After, he replaced the key pad and checked the system, gave me a total that included a fee for a "transmitter", that was not mentioned to me beforehand. After, he left he said everything was working fine. When I left my home today and came back and entered my code, the key pad did not accept my code and the alarm sounded for 3 minutes or longer as I continued pushing buttons and calling to Smith Thompson Security, and the technician that came out initially; in which he never answered my calls and I left messages. My blood pressure was very high at this point. I could not reach anyone on the phone. I called the number again, and spoke to EQM, then she transferred me to Aaron; who was able to set my code on the key pad. In which the technician never checked to see if my code worked before he left my home today. I am very dissatisfied with the service I have received from Smith Thompson Security. This could have been avoided, if only my code had been checked to make sure it worked. I have mental anguish, my stress level is very high, as well as my pressure. There is no excuse for Poor Service! The service I have received today as a customer is the worst I have ever received.

I only wanted their service for one year. But they kept on "monitoring" beyond one year (and kept on accumulating charges) if you didn't call them. I paid for their service for a year when the initial installation was done. As a consumer, you would think that after the year is over, they would automatically cancel the service (just like your phone/internet service provider would) if you didn't make any further payments. But no, they will keep on monitoring your house till you SPECIFICALLY call/email them to cancel their service. You might think that since you have stopped the payment they would have canceled the service at your home. Don't fall into it. Behind the scene, they keep their service on and send you an invoice after 3-4 months citing that your service was never terminated as you never called them. They have a contract in which they say that you have to let them know in written that you wouldn't want the service (for them to discontinue the service). But, think about it-- how often can a consumer remember what they had signed a year back? Shouldn't Smith and Thompson send a reminder email/mail ONE month prior before you had to make a new payment so that the consumer can make a decision whether to keep the service any longer? They simply don't do it. One of the representatives told me that they had sent me multiple mails AFTER my one year service was over. But the truth is I never received those mails. I just received one mail with their invoice of the past 5-6 months suddenly. As a consumer, you just feel that you were duped into their business model of immoral revenue generation.

Date Transaction: April 13 (2 Celina, TX properties) and April 14 (1 Frisco, TX property). Amount Paid: $59 + Tax for each property. Business commitment to me: They agreed to do pest control treatment inside and outside of the home, including along all interior baseboards. Nature of dispute: I am dissatisfied because the company did not treat the interior of the home as advertised and as they verbally told me. I was expecting them to spray the entire interior along all baseboards, around door and window crevices. However, the technician only spent about 5 minutes and sprayed only the corners of the interior baseboards. Some of the baseboards were 15 to 25 feet long. I called the company to complain while the technician was still in the home. Company Response: They told me to contact Customer Service at Smith Thompson (XXX) XXX-XXXX, and I was transferred to Mark, the Supervisor. I explained my dissatisfaction with the service and complained that the treatment was not as advertised or explained to me. At first, he lied and said it was just a spot treatment (I don't understand how you can spot treat for pest control, and there is no mention of it in any advertisement or paperwork). Then, despite what I was promised, he explained that the chemical manufacturer's specification only requires treating the corners. When I asked for proof of both these ridiculous claims, he couldn't answer or provide any proof. Instead, he offered to refund one of the service fees of $59+tax. He claimed to have 40 years of experience in "Pest Control" and said that nobody sprays along the baseboards. I explained that I have owned properties and had pest control services before, and I have never had a service that did not include treating the baseboards. Still dissatisfied, I reluctantly accepted the refund. However, 20 minutes later, he called me back and said that the company will not be processing the refund, without giving any reason other than being overruled. This is complete nonsense, and companies and people like him should be held accountable for providing their services as advertised and not using false advertising to deceive their customers.

Got Smith-Thompsom service in March . Paid for a year service upfront. Lousy service thus not renewal but ST kept charging us. Never sent a bill.

We got Smith Thomson's service in March and paid upfront for a year service. The service was lousy and unreliable. Thus, we decided not to renew it. I called February to let them know. We did not get any email, mail or call from ST after that. We did not get a service with any other company. During these months, the alarm went off at least 10 times. NOBODY from ST called but we knew we did not have a monitoring service with them or any company so we let it go. We were thinking on giving them another chance because some of our friends have had good experiences with them.

I called 11/9/10 and learned that they had been charging us since March and we had an outstanding bill of $110.08 with them! On 11/10, I called ST to clarify this, spoke with Jodi, and she said that they would clean the bill if I pay $36.70. I asked her to explain this charge and she said that I should take it because it was "too generous". She did not want to provide any explanation and said that she did not see value on explaining the charges. I spent 40 min on this call. Jodi did not understand that this is not a question of amount but principles. I asked to speak with her supervisor, Isis *** The same thing but at least Isis *** was more professional. It seems I might have not followed ST release's protocol. I do not recall being informed about it. By March, my company and we all were learning about COVID and my attention, like most of us, focused to it. ST kept insisting that they sent bills, which I never received. They said that we had monitoring service, which we know we did not (the alarm went off more than 10 times and NOBODY from ST called). It was evident to me that they wanted to get some money. They would not accept they messed it up. I paid the $36.70 but I know this is wrong from a principle's point of view. I know that this is wrong because they kept my account open, but they did not fulfill their side of the equation providing a monitoring service. I know that this is wrong because they never sent me an email or mail to notify me that I owed them anything. They have my correct email. I know this is wrong because I learned about this just by chance.