I have been a customer of Alert Alarm on Maui for the past 10 years. Unfortunately, throughout that time, the company has been consistently difficult to reach. Calls often take weeks to be returned, and repairs frequently take even longer to be completed. Over the years, the cost of service has steadily increased to the point where it no longer makes financial sense for us to continue with the company. When I decided to inquire about my options, I sent two emails over a two-week period before finally receiving a response. I was offered a reduced rate for 12 months, but only if I agreed to sign a new 36-month contract. This arrangement did not seem reasonable, as the rate could potentially increase again after the first year, leaving me locked into the agreement for an additional 24 months. Keep in mind that they were willing to bring it down $15 a month. As a result, I requested that my account be canceled. I was then informed that I would still be charged for August and that my service would remain active until the end of August, despite making my cancellation request in the beginning of July. *After review was posted, I got an email that confirmed my account would be cancelled at the end of July and I will not be charged for August (we shall see how that goes). Additionally, I was told that Alert Alarm does not remove its equipment upon cancellation. If I wanted a technician to remove the equipment, I would be charged $150 per hour. After this experience, I will not do business with Alert Alarm again. I strongly encourage anyone considering this company to do thorough research and carefully review the terms of service before making a decision. read more

I was almost hit by one of their drivers, in the intersection when I had the right of way. Driver switched from the right lane to the left lane and made a fingergun at me. I called the company and police, the company hasnt contacted me at all but the very next day in the morning I see the driver in a different vehicle with a different license plate number. This company could care less about KEEPING HAWAII SAFE. read more

Alert Alarm of Hawaii - Their shoddy driver in wahiawa - Security Systems Near Me - Honolulu, Hawaii

I had to call for someone else. The alarm went off and I was on their emergency contact. The lady was direct and helpful. They had dispatched the police asap for they felt it was necessary. I truly appreciate the speediness of the dispatcher and they did what was they thought was best. read more

Very disappointed with Alert Alarm. We've been customers with them for over 25 years. Got both our alarm system and camera system installed by them. They've been very responsive and professional until today. Had an appointment scheduled for a technician to check the cameras and was told the wait time is from 1-4 p.m. Made it a point to get home at 12:45. Sadly, no call to let me know that tech is still at another job and running late and won't be able to make it by 4 p.m. At 4:02, when I called to ask if a tech was coming, lady said they need to reschedule because tech is still at the other job. We rescheduled then she asked if I could call on that day to check if the tech will be coming. Don't you think it would be the business' job to check with the technician to see how he is doing and the possible time he will make his next appointment? The customer shouldn't have to call to check if the tech is still coming. Alert Alarm, you need to improve to become higher than a 2+ star company. 0 stars for customer service. :( read more

A technician came on Sept 12 to replace a sensor battery above my front door. On Dec 4, unable to set alarm again and same error with the sensor. Called AAH on that day and was told someone will contact me and a ticket was made. Have not received a call, today is Dec 7 and when I called this morning, I was told to call tomorrow and speak to service dept so someone can help out. What?! He then says the service dept is backed up which means I am probably on the bottom. Why have and pay for a system that craps out and then get crappy customer service?! Until it gets fixed, I am risking getting robbed since I cant arm the system. Time to look elsewhere, AAH is going downhill. read more

These guys went downhill. Takes over a month for someone to call you back. Plus the monthly fee only keeps increasing and the services keeps decreasing. Would never recommend them to anyone. read more

They changed the way they receive info from alarms and want me to pay $2000-$3,000 dollars to make update my equipment. Then they said they couldn't update it and discontinued service. They left all their equipment on my walls and I wish they'd get it out of here. I guess that's not going to happen. I had so many false alarms with this company, constantly failing sensors on doors. I had a cough show up to tell me the emergency button on my key fob had been pressed, and no one had responded. I had never touched the keypad, had not been in the house for hours. When the cop came, I was working outside, filthy dirty, and sweaty. I was charged a fee, even though there was no one in my house at the time they could have pressed that alarm button. read more

Alert Alarm of Hawaii - Security Systems Near Me - Honolulu, Hawaii

Called and scheduled a service order because we had a power outage and keypad was blackout when power came back on. Service tech came out. Checked keypad and said battery is no good. Gonna have to schedule to come back out to replace battery. Do your techs not carry batteries or parts to service devices? Even the Wahine I talk to when scheduling the appt troubleshooted the problem on the phone.. terrible service appt! read more

They need to answer their phones and return voicemails. No call backs, they did not keep a scheduled appointment. Mailbox is full so you can't even leave a message read more

Hopeless and rude customer service. Fails to follow up on any work. Should change their name to Inert Alarm.

Requested a copy of a surveillance tape for a certain date and they got it for me quickly. They are efficient and very courteous in dealing with. read more

My boss asked me to help him disconnect his alarm service for a property that was in escrow. I called and was told disconnection needs to be in writing. Cool, I got the email, but took 2 weeks to finally receive a response, but with additional questions. With all the back and forth and waiting on replies, it took 5 weeks before the disconnection was successful, but it was through another source and not through the disconnection department. Customer Service was friendly, not the department that handles the disconnections. My boss has several properties, and intend to switch alarm carriers after I shared with him my frustration. Service is okay until you try to disconnect! read more

Their service is absolutely horrible! Every time I have an appointment to replace a security camera, they come unprepared or with the wrong product. It takes forever to get anyone to call you back. The saving grace is their service employee Jansen. I just got a notice that they have added great features but my camera keeps going down for two weeks!!! Plus I have to call at least 3-4 times to finally get an appointment! Ugh horrible customer service. read more

Service Tech Harry Balimbin came to service my 2 window sensors. He did a good job of completing the job fast and on time - just like the competent and customer oriented service I have enjoyed as a satisfied customer since 2006. He's one among the 3 techs (Joel was one of them) whom i commended during the time of their retired CEO Robert S. The company is fortunate that even if their top executive changed, many of their service crew have stayed. They are the ones who keep the customers loyal with Alert Alarm. read more

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. read more

I would STAY AWAY from this company. Their cameras are terrible, they do not work consistently, the system they use to review footage is terrible. Additionally, they will lure/force you into a 5 year contract that you CAN NOT CANCEL EARLY. We took over a system when we bought our house, the representative we worked with, Sean, said it would be no problem/cost to cancel the cameras (the most expensive part of the system) when we arrived on island. Despite me having this in writing, they wanted to charge us almost $8000 to cancel the cameras "early". We ended up keeping this terrible camera system for 5 years and are now very excited to be canceling all of their services. Go with ANY other company. Just buy cameras yourself, the quality and ability to review/save footage is far superior; we have in fact already installed our own security cameras bought at Target/Amazon to provide more reliable footage since the Alert Alarm camera system is so unreliable. read more

Everything bad customer service RUDE customer service Steve the technician is angry aggressive and should not work with the public

I hired this company because their website says they're locally owned. See screenshot below, from today. While their monitoring center is in Hawaii, the ownership is a private equity firm on the mainland. This is unfair to ACTUAL locally owned companies. The service was good, but I don't like this kind of business practice. Staff there told me it was locally owned too, until I pressed them for honesty. read more

Alert Alarm of Hawaii - Security Systems Near Me - Honolulu, Hawaii

I have been a long-time customer of Alert Alarm Hawaii. I am in the process of selling my home and suggested the buyer transfer to alert Alarm. When I called about a week ago to ask for the process to transfer, they rep said to cancel as soon as the sale closes. The new buyer will then call and transfer the system to their name and that can be done immediately. When I called today the lady who answered said I need to send a letter and mail it thru the post office to cancel the system. That would take 30 to 45 days. That is absurd! The new owner must work with my access and the new buyer cannot have access until my cancellation occurs in perhaps 45 days. The lady who answered said there was no record I called so she is accusing me the customer of lying. If this stands, I cannot recommend Alert Alarm Hawaii to anyone. They have one person who says one thing and another that believes customer service is not as important as squeezing the last penny out of an existing customer. I followed the directions when I called the first time. I responded to the contact service executive link. We will see how they respond. On telling fact about their website. There are no directions on cancelling the service. Brian B read more

System keeps failing with false alarms on windows and fire notifications. Requests for service results in wait time for months. I have even requested to disable alarm because of false notifications. So both the technical equipment and service follow-up are very poor. read more

If you are reading this review, it is likely you are shopping for a company to handle your alarm monitoring. If so, I strongly suggest you give these guys a hard pass. I've been with them since they took over for Sentinel (maybe 7-8 years ago) and systematically they have raised our monthly monitoring rate every 2 years or so. The service we receive from them is hit and miss. They are certainly not the gold standard, but seemed to be doing an acceptable job over the past years. Anyhow, this year, they used COVID as an excuse and raised our rate by 2%. I decided to shop around and found that most of their competitors offered a significantly lower monthly rate. So, I decided to cancel and go with someone else. I was told I had to email them and let them know we were cancelling. It took someone over a week to respond to my email. I was told that they required 30 days notice and that I'd be charged for one more month. Ok, that's fine, that gives me time to get the new system up and running with our new provider. Well, the new company was able to come out faster than expected and last week, they switched everything out. The installers asked me if i wanted to give Alert a courtesy call to save them from having to call me when my system went offline. I told them, nah, they'll call, right? And when they call I'll just explain that we are doing the switch over today. Well, the new system was installed and no call from Alert Alarm until 4 days later!! Yes, you read that right.... 4 days later. They called wanting to "test the system" because they "lost contact". I told the caller, yes, that was 4 days ago. Why did it take so long? Shouldn't you have called the day you lost contact? Well, the representative had no answers. I then advised her that we had cancelled with them, and had the new system installed and that is why they lost contact. Well, she had no clue about that either. I mean, when you think about it . . . someone could have disabled our system and robbed us blind . . . and it took our monitoring company 4 days to call? Scary!!! Alert Alarm, you failed miserably. Taking 4 days to call when you lose contact with one of the systems you are supposed to be monitoring is completely unacceptable. read more

All service technicians should know how to correctly do repairs and troubleshooting. Customer service people have the worst attitude and really don't care about your problems. People say they will call you back but never do, which includes managers. I had ADT on the mainland and their people were very professional and service was excellent! Something alert alarm lacks. read more

Poor Service! I'm totally speechless During my hardship, I had to temporarily suspend service for 3 months. Effective January 1-March 31. On March 22, I emailed Alert Alarm to cancel my service due to moving out of the house because it was being sold. I received no response until I got a bill for 2 months of service. I explained my situation about my cancellation but it went on deaf ears. When I called them, they didn't return my call until I emailed them. Needless to say, they didn't even want to work it out. I ended up paying the bill even though the house was empty. So sad we have to go through this in these trying times. Auwe Alert Alarm! read more

This company is CRIMINAL.. we were customers for 11 years in Jan 2020 they asked to sign some paperwork because they were "UPGRADING" their equipment for with a touch screen... Then COVID hit and we were in LOCKDOWN.. haven't been able to open the store since and finally terminated our store lease.. ALERT Alarm says we still over 5 years of payment of $100 / month for a touch panel unit that cost $450 !!!! - These bastards are crooks, we've paid them $15,000 over the years.. DO NOT EVER use ALERT ALARM.. CON MEN own the business UPDATE - Look at the reviews; _ - and Roger S. - That BS you twist the TRUTH... the property manager Giget... call her 937-0477, and anyone reading this want to call us and be forewarned you can call us 990-7776.. we'll give you the scoop ... Giget said she paid you guys..and the new tenants took over.. the equipment that was "disposed" by the landlord was 10 years old, that's why we had to upgrade..the $450 touch pad to PAY YOU MONTHLY SERVICE FEE...We paid our bill the ENTIRE PERIOD of the SHUTDOWN to November 2020 when our shop lease ends..When the installer put it on the wall, they said all we had to do was ask you to pick it when we're done with the shop. No customer would sign a 5 year "LEASE" on 4 in square panel which we were told cost $450 to purchase or include in your MONTHLY payment ( which we did ) when you only have a ONE YEAR LEASE on the property.... So please look at the reviews .. you guys are PREDATORY.. your staff can only do what you allow to do...and your installers are very good honest.. you 're not - don't bring Covid into this ... we paid the BILLS the ENTIRE time we were at the store read more

My review is based on my opinions and your experience may be different. But if you are thinking of signing up with Alert Alarm, be sure to at least ask for an advanced copy of their contract. It is in very small type and very long. Ours required us, among many other things, to continue with them for a minimum of five years. If we wanted to terminate before then, we would still have to pay them for the full five-year term. Onerous long-term contracts are not necessarily unknown in the alarm industry but I think, although I could be wrong, there are companies with much shorter (one-year) or month-to-month contracts. In addition, as far as I can remember, the contract makes no mention of critical things like what is their response time. By that I mean, once a burglar trips a sensor, how long does it take for Alert Alarm to receive it, and then how long does it take before they call the customer? In our only incident so far, it took about 10 or 15 minutes. Our neighbor called us that the alarm was ringing within about five minutes. It is my understanding that many thieves can be in and out in minutes so it is critical to be notified as soon as possible. Further, when the customer submits an online trouble ticket, how many days does it take for them to respond? In our case, it took about 30 days. In the end, it's up to you to do your due diligence before signing any contract. Had I known what I know now about how Alert Alarm treats their customers, I would never have signed theirs. YMMV read more

This business is horrible. Try cancelling your service. They will keep charging you until someone else takes over the account. Customer service is very unhelpful. I haven't been a customer for 11 months and I'm still getting bills in the mail. Please consider using another business. Magically after I post a negative review I receive a call from customer service. It seems the only way to get attention from this awful company is to complain on Yelp. Look at the previous reviews. My complaint is not fabricated. There are a lot of reviewers who complain about the exact same thing. Be very careful when choosing your alarm system. Cancelling service is not straight forward even when you have been a loyal customer and your contract time is complete. Unless you are renewing at another address and will continue service they make it very difficult for you. I've already used an alternate company on the island for a my new home security system. They have much more responsive customer service department. read more

They're sell rep says one thing and does another. Horrible customer service. We spent thousands of dollars on to find out that they installed cameras did not have the capability of anything their sales rep Sean Curnan promised. They gave me the run around for months because the sales rep was horrible and misleading and then own up to his mistake only to try charge you twice as much to fix the matter. I haven't received no follow up from their manager. Not acceptable. I have no return calls and your sales rep who calls me back give misleading answers!!! I have not received and calls from your company other than Sean Curnan! I left 5 messages directly to his supervisor! I had to edit my reply because of your response. I'll be filling a RICO and additional complaints if I don't get a real call back this week. Horrible read more

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 read more

Our last two alarm service providers really let us down. But we met the owners of alert alarm they seemed nice, so we decided to give them a try we switched our service for our home and office to alert alarm. When you hire these guys you live with their technicians for a couple of days as they change all the wiring and you get to learn about them and you get to understand their attitude towards their employer the company alert alarm and I cannot say in words how truly impressed I am about their professionalism their behavior their good attitude and it doesn't hurt they know what that they're talking about. I would recommend to my mother! Aloha, Jeff read more

We changed from a competitor last spring. Alert alarm gave us a fair price and lowered our monthly charges but more importantly we now have apps on the manager's phones that give us instant information about our building conditions. We had them install perimeter alarms on all doors as well motion sensors. We appreciated the communication as they set up for the installation and the training (although the system was simple) was thorough. We are happy with the monthly fee and feel more secure now that we can see the alarm status on our phones. read more

This local company has serviced my family for over twenty years. I sincerely appreciate the service and attention this Company and it's people always provide. Just wanted to do a shout out for the company and their first responders. Thank you read more

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! read more

I recommend that you stay away from this company. I had them for years. Their monitoring system was not good, but it has turned from bad to very very bad. First, they don't know which sensor is going off when the alarm goes on. I was actually being burglarized when the INTERNAL motion activated sensor caused the alarm to go off. Alert Alarm called and told me their information showed that an EXTERNAL storage door alarm went off. I thought it was the wind setting off the storage door alarm and told them not to call the Police. Had I known that the sensors were telling this company (who did not read information correctly) that that the MOTION DETECTOR was going off, the police could have been called immediately and the burglar caught. In addition, when you get a call from them, you think that they are calling because a sensor went off, and so of course you answer the phone immediately and interrupt what you are doing. But more often, they are calling you for some stupid reason, like they want to change a battery. They have not figured out what is the most important thing about their service. UPDATE: My alarm was inadvertently activated by a guest. Yes, it was a false alarm. But Alert Alarm did not know this. In the past, it would call to verify, even when there was a false alarm (such as when I was too slow to punch in the code after entering). This time, it did not bother to call me at all. 1-1/2 hours later, I got a call from my backup phone contact, saying that Alert Alarm called them to notify them of the alarm. One-1/2 hours later!?! So Alert Alarm is apparently OK with the alarm going off and not doing anything for over an hour while it does not know if the house is being ransacked or not. This is no way for a alarm monitoring system to be run. I wanted to cancel them after I found an alternative system. I cancelled my service immediately, since I am paying for nothing anyway. BTW, do not accept their claim that they need 60 days advance notice to cancel. read more

Update: Roger from Alert Alarm contacted me and the issues I had have been resolved. Even though the concerns and problems I had have been corrected, there were two robberies on my street during the time my sensors were not working, and my house could have been hit also. read more

I have been with this company for 3 years. Most times they are very helpful but they do have a few employee that need some work with customer service. They could care less what you are telling them about your problem. They are suppose to be a 24 hours monitoring service. This past Saturday I had a system problem and called them at 9Am on Saturday morning until 10AM no one answered the phone at all,. Later in the day I was called back by a girl telling me that they are getting a system message, I told them I had called all morning. All the girl said was I was here. SO why did not one answerer the phone. Don't try to go their and talk to some one. They keep them selves locked up away from the public...NOT A VERY CUSTOMER FRIENDLY COMPANY Find a different alarm company because they could care less just like the attitude of their employees when you have a problem. read more

They cancelled yesterday for unknown reasons, I was at lunch when they left a voicemail They want to reschedule for Monday but we have schedules too, we'll see.... read more

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! read more

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. read more

I apologize to Alert Alarm for the premature negative review. They fixed the problem of the missing contacts and completed the maintenance as per my agreement. The repair guy was very helpful and friendly, came on time and got everything done quickly. The system works great and has been a source of comfort for 20 years. Thanks for that! Kevin read more

Terribly disappointed ion their service and need to WARN OTHERS about this company!!! I have had Alert Alarm for 4 years, with no trouble. They installed, and promised me that if I ever loved, they would transfer service free of charge. Sounds easy! I recently moved and tried to transfer my service. I was referred to a very difficult person who said he needed to come out to the property to look and make sure of everything I needed. It would then take an additional few weeks to get an installer out to install my new equipment. I wanted it done much sooner, but agreed to his terms. I was very clear that I didn't even need as much equipment, as my new place was half the size, and I did not want motion detectors anymore. I was told I would have to pay $250 for the transfer. I thought I recalled being told the transfer would be free, but I agreed to it anyways, Then he called me back to tell me he needed to add more equipment, so it would also be an additional $125. At this point, I checked the Yelp reviews, and saw the company's history of bad service, bad reviews, and trying to upsell and overcharge customers. So I told him I would need to shop around. He immediately offered to reverse the $125 charge. That kind of business seemed very shady to me. I no longer trusted this company, so I decided to look elsewhere. Today I received a call telling me blatantly and rudely that I owe over $1000.00 to them!!! They say I had a 5 year contract that I broke. They broke contract too, by trying to overcharge me when I simply wanted to transfer my existing service. I am warning everyone now, BE CAREFUL before doing business with this company. Very shady. read more