Called in a service request. I live in Clayton. Bay Alarm came right away. Terrence came . He was awesome! I needed a panel changed. He did it in no time. Very knowledgeable, and very professional. He was also very personable, as well. He liked my very loud birds..lol. Hope they didn't disturb him too much. Very reasonable for what I got replaced that day. Please thank him. He is an asset to your company. A+ customer service! read more

Good stuff: * The basic security works. * They were willing to work with and upgrade an existing wired security solution, adding wireless gadgets on as needed. * There's an iPhone/Siri integration to arm and disarm. Bad stuff: * We asked the installer to install a Verizon modem due to coverage in our area, but they installed an AT&T modem without telling us. This caused a lot of intermittent reliability problems and was costly to diagnose and fix. They weren't willing to give us a discount on the repairs even though it was their fault, since we didn't notice problems within 10 days of the install. * Every time we issue a Siri voice command to arm away, it times out (though it usually works, it's just hard to tell whether it worked.) * The app is very slow. Note that we have about 20 sensors, so it could be related to the amount. read more

Worst customer service ever. They gave me a faulty part. They said they would replace it because it was covered by insurance. The technician came, didn't have the part And gave me an appt time for when he could come back out. The day and time of the next appt, no show. I call his cell phone and he says "my bad I didn't have the part." I ask why he didn't cancel the appt or let me know he couldn't come and he says "I don't leave phone messages." He tells me another date / time he can come. It's a week later. Again, no show. I have to call bay alarm two times to get someone to come back. Each person I talk to, there's no record of the dealings with the technician so I have to explain what's happened. When someone finally calls me to schedule a firm appointment, he seems to blame me for the missed appointments and says that the technician says I had changed my mind about getting the part replaced (not true). Dealing with bay alarm doesn't feel like dealing with a professional company. It feels like dealing with a mom and pop place where no one's keeping track of what's happening and then they blame the customer. During this whole mess the technician would call me from his personal cell phone to reschedule, and the company had no record of the appointments with me. One of the technicians calls came at night at 9:30 pm. Mistakes happen, but don't stand someone up for an appt (twice) and then claim the customer never had an appt. That is just crazy pants unprofessional. read more

I want to give a big shout out to Clarissa Williams of Bay Alarm company. I was so overwhelmed about getting my auto pay updated. I have to change information about my CC information. She was so kind, patient and supportive to my needs. She sent me a link step by step on how to set it up. I'm so happy my daughter in law and I were able to get it going. As always I'm always satisfied with bay alarm services. This company is top notch, awesome customer service and highly skilled technicians! Highly recommended. You will never be disappointed! read more

We contacted Bay Alarm because we kept getting alerts saying our glass break nook was not working. We paid hundreds of dollars to have a technician come out and tell us "the batteries just need to be replaced". Four hours after he left, the same intermittent alert happened again, glass break nook still offline and now working. We called Bay Alarm the next day to have them fix it, and they said they will come out again but only if we pay them. They said because we "approved" the battery fix, it's our fault. They also then proceeded to tell my husband that their normal process is 1. Replace Battery 2. Look at actual device and 3. Final escalation. But they said they do that over multiple trips. So they don't actually want to root cause the problem when they come on site. They teach their Techs to do it in stages so they can come out multiple times and charge you per visit. I really can't believe how unprofessional they are. read more

The alarm service is fine but not demonstrably better than others, but they have the most archaic online payment system. How they find this acceptable is beyond me. read more

Very disappointing. Long term customer. I had sensors that were defective. The technician came and fixed. He told me one Price, but it ended up charging more. When I approach the company later, the technician denied what he had told me. I would not recommend Bay Alarm if I were getting a new system now. read more

Excellent company. Their service is very knowledgeable and their equipment is excellent. Their prices don't go up I almost never have an issue. Extremely professional and friendly. I've been with them 20 years and truly value their professionalism. read more

I have never regretted signing up with Bay Alarm since 1993. They are the best! Every time I've had a technician to change batteries, etc. I've had the most professional, friendly, knowlegeable and caring persons who went above and beyond the required issue. I highly recommend them. read more

Asked for a quote it was sent, I went over the quote with the sales rep to make sure everything was included she confirmed the quote. I asked if they offered a senior discount she said she would check with her manager and get back to me. To my surprise they increased the quote by $100 and said the quote was wrong and wouldn't stand by the quote she gave me. If you are a senior don't ask for a discount the price will go up. I really wanted to use Bay Alarm but not anymore. read more

22 year traped as a Bay Alarm customer. The techs working there are very good. Management / sales are dishonest Finally done with them. They tell lies of confusion, and deceit and then use heavy handed collection practices to cover for their stealing from their customers. So far I have lost over 14K. Done, out of business and Bay Alarm was a contributing factor. read more

We recently had our landline removed so we upgraded to a WIIFI system. Don't install Bay Alarm. Since upgrading to the new system, we've had three false alarms. VERY UNHAPPY! read more

We had an appointment made, within two days of our inquiry. John came to our home, and was incredibly great, in explaining everything to us. He was very knowledgeable and made us feel comfortable. We were sold and the subscription is quite affordable. Eduardo was our installer and he was wonderful; he was well spoken and informative. Great customer service! Great prices! They made our experience, thee best! Thank you John and Eduardo. read more

Patrick Godinez was a great help on a camera install in Marin County. He came and met me on site, evaluated the scope of work, introduced me to his installers, and provided me with an accurate quote for the Board of Directors. The install was completed on time, the workers were professional and clean, and Patrick personally followed up to ensure it was a perfectly completed project! read more

These complaints refer to the Concord, CA branch. There's more, but I've hit Yelp's character limit! FUN WITH BAY ALARM 1. Our small local alarm company went out of business and was bought by Bay Alarm. Our first knowledge of that fact was that we got a bill from Bay Alarm instead of from Morgan Alarm. 2. Our system sent out two false alarms, for which the local police fined us. Bay Alarm said nothing about it until we contacted them and asked for an inspection. 3. Bay Alarm sent out a tech to check out our system. He told us our obsolete equipment had gone bad, was sending out false alarms, and needed replacing with Bay Alarm's new equipment, so we should call the Sales department and arrange replacement. 4. The Salesman came and we worked out the details of the very expensive replacement, including the addition of cameras. 5. The installation and startup had to be delayed by a couple of months because the house was undergoing extensive renovations. Bay Alarm did not tell us we'd be charged for operation even while the system was off -- until we asked. They suspended our billing for a month of inactivity, but if they had told us before, they'd have suspended billing for previous months too. But they hadn't. 6. One of the techs told us that Bay had replaced most of the old hardware but not the old sensors on the doors and windows. Still, three of those sensors had gone bad, so he'd replace those, but not the others unless we called Sales and paid for the work. Replacing three very old sensors and not the rest is like changing only your car's one headlamp that has burned out but not the other one, though it's almost a sure thing it too will go soon. In other words, Bay Alarm left us with a residue of obsolete equipment from the previous company. 7. Meanwhile, the video recording unit that is attached to the cameras makes a noise like a wind tunnel. After some delay, a tech came and replaced it, and it made almost no difference. People at the home office tried to tell him it was normal for it to be that noisy. Since my camera, my desktop computer and my phone can all record video in complete silence I knew that was baloney. Another tech came and tried to figure out what is wrong with it, and was mystified. If he removed the lid it got much quieter, and if he disconnected the ventilation fan it went silent. Replacing the fan would seem a reasonable try, but he had to wait absurd lengths of time on hold trying to talk to his own company. Then he had to talk for a lonnnng time with someone whose goal appeared to be to not have to spend one extra penny on hardware. The tech is going to replace the unit again as soon as they'll give him one, but when that will be is not clear. Meanwhile my home office has been so noisy from the defective unit I can't think, so today I asked him to shut it off until it can be replaced. 8. All the installation and service techs have been very good -- no complaints there -- but they can only do what their company will allow them to do. 9. I was sent a survey, in which I voiced all my complaints. The manager of the Concord office contacted me, asking how he could make things right. I told him he could refund us another month for inactive service, replace the old company's sensors, and fix the noisy video box. So far, there has been activity only about the noisy video box, and not a peep about the other things. 10. If I had not already sunk so much $$ into the system I would have it replaced by Comcast in a heartbeat. 11. The end (I hope) is, ANOTHER new video unit was installed, and it still sounded like a wind tunnel. Moving it from my home office to the attic was proposed, but that location turned out to be too hot. It was finally moved to the garage, which might work. Or, in midsummer, that too may turn out to be too hot, but for now it's working, and we can't hear the noise from inside the house. 12. I was told that they COULD supply a quieter video unit, but it would be VERY expensive. Quiet video equipment isn't even early 21st-century tech, so what the xxxx? 13. In an hour-long conversation with the branch manager, my wife was told, essentially, that the fine print in our contract allows them to wait for the three-decades old pieces of hardware (see item #6) to fail, one by one, so Bay can replace them one by one as they fail. Anyone familiar was this town's false alarm policy knows that if those sensor failures result in false alarms, we will be fined hundreds of dollars by the city. 14. Now we're going to pay them $747 MORE to replace the window&door sensors and the motion detector that the previous alarm company left here. At this point that is less than it would cost to have the whole system torn out and replaced by a more competent company, which I would certainly rather do if I could afford it. 15. They were supposed to install on Monday, but they didn't read the email in which I agreed to the installation schedule, so nobody showed up. read more

Cancelled my service without notifying me. After multiple days of trying to track down someone willing to help me reinstate my account, I've been put on hold repeatedly with no help whatsoever. I received zero phone calls or voicemails regarding their decision to cancel my account, nor any letters to my home address, and no emails,. they claim non payment, but since no one will return my calls or provide me with service or the ability to get the service turned back on in a timely manner, I cannot recommend them at all. they used to have good service but that seems to be long gone now. it feels like you're calling into an overseas call center rather than a locally owned business. Avoid. read more

Hours on the phone literally and incompetent offshore in India I wish I could give this company a -20. I had been courted by this company for over a year to purchase their system via a lovely rep after my ADt system finally crapped out twice in a year I spoke to several representatives on the phone and gave them my requirements that I was a disabled 72-year-old man Liver Transplant patient and I needed an on to go device because I'm very active . originally I was looking at the all in one, but the representative talked me into the micro sos. they never discussed the fact that the all in one uses the tower signal only but micro SOS uses Wi-Fi and the tower I was very clear to them that I had poor Wi-Fi and tower access in my area and they told me that the micro Sos would work fine when they checked my address so while I was in the phone with the rep I went online on my Apple iPad to order the device and Therein lies the first problem. The website on an iPad does not show that you have to select a network. It allows you to move to the next page with the continue button, which is black, not gray and order the device so unknowingly I ordered a Verizon device which it defaulted to, and I didn't know this until the day the order arrived. Verizon coverage in my area is abysmal according to their coverage map I needed att device so when I contacted the company the customer service was abysmal. Initially the manager Jennifer was also rude and arrogant but she turned around when she realized that I was right and they needed to fix the website then she became lovely. They wanted to charge me to ship back the device and after arguing, they finally decided to ship me a label, but fortunately I was able to not accept the package when it arrived and two days later, they sent me the AT&T device. Therein lies problem number two when you went online to their app to locate me the location did not show my home and showed the home behind me so I was concerned that if I pressed my button, the police and would go to the wrong home and damage the neighbors property when I contacted bay alarm medical after 2 hours of discussions They assured me that before they sent out anyone they would make sure they would verify my address on the account I wasn't 100% comfortable, but I said OK so that day I decided to test the device and I went out to the park with the dog and it worked fine and I tested it all day and it worked fine so I was happy the next day. I spent the whole day outside traveling to my friends 20 miles away , going to the going to Trader Joe's going to the doctor so I was outside all day long 12 hours later. I'm home and I look at my online device and the battery went from 100% charged to 15% in 12 hours I could spend hours like I did online telling you the disaster customer service I received from this company the lies the abysmal service they finally mailed me a rerun label after considerable arguing because they wanted me to pay to ship the device back to return the device . Also several times when I pushed the device button my call failed to go through. They blame the issue of the battery problem and the call failing to go through on the fact that I'm not getting a strong signal in my home which is true, but I was outside all day on the go the device. It should've worked and the battery shouldn't of drained so this company clearly the product is defective and they don't stand by their product they tell you it's a 30 day but they want you to charge you to ship it back. Just a terrible experience. I cannot recommend this company at all.nick and Marco who explained the network compatibilities with me and nick who did over an hour of testing were the only 2reps of the twenty I talked to that did a great job helping me they should find a better company to go work for . Update per Eric request I'm not going to waste another minutes I charged them back on my credit card they illegally charged me for shipping back the device after sending me a label and telling me it's free I believe e that's called fraud read more

I am writing to formally express my extreme dissatisfaction with the installation and service provided by Bay Alarm. My experience with your company has been nothing short of frustrating and unreliable. I previously used ADT for over 20 years in my previous home without a single issue. However, my experience with Bay Alarm has been the complete opposite. Not only has my original quoted price increased multiple times, but your team has made about 10+ trips to my home, and the system is still not functioning properly. Just few examples: - The system has triggered false alarms at odd times, including a siren going off at midnight, and I have received daytime call for a triggered door. - Today, I was unable to remotely arm the system due to a "trouble" notification, and when I arrived home, the siren was blaring due to yet another issue. - I have also learnt that Bay Alarm installed two different systems (DMP and Honeywell) with a translator in between--in a brand new installation--which seems like an unnecessary and unreliable setup. I have already spent $7,000-$8,000, far exceeding my initial quote, yet the system remains unreliable. I fail to understand how Bay Alarm operates efficiently if it takes appx 10 trips to install and troubleshoot a security system while still failing to deliver a functional setup. While Jeanine in escalation has been helpful, she can only do so much. When I asked to escalate the matter further, I was simply told to wait because upper management was unavailable. This lack of accountability is completely unacceptable. The person Wylie who sold the system is no longer with the company. I look forward to your urgent response. My wife is challenged me to just go to ADT due to Bay alarm's inabilities read more

Have had Bay Alarm for a while now. Scheduled a tech to come in to change battery and replace a missing sensor. Tech Spent an hour doing what could have been done in 20 minutes and charged over $300 in labor and parts. A lot but ok if the system worked. Called their service line 3 different times due to system errors only to have them send another tech that spent LESS than 10 minutes restarting my system. Now out over $400 for literally 30 minutes of work stretched over 2 service calls. Oh and still seeing sensor issues on my system! read more

As a 25 year Bay customer, I appreciate the professionalism and thoroughness of the field support crew. I Had them out today and they took care of my issue quickly and again work was done professionally by tech #2434. read more

I have been a customer of Bay Alarm for 13 years. And over these years I've always had excellent customer service. A couple of days ago I had an issue with my back up battery. Scheduled and appointment, and they sent tech Aung Thant to fix the issue. He arrived on time and was able to fix the issue. He even answered all of my questions! And later in the day I even got a call from Jeanine in the "escalation department ". She called to check to see if my issue was resolved. And it was ! I wish that all businesses could provide such excellent customer service! Thanks again. read more

I installed a brand new Bay Alarm system that required not one, not two, but SEVEN tech visits in the first year. Even the technicians thought this was outrageous, and one of them urged me to escalate my complaint and ask for a one year extension on the warranty. No dice. Apparently the company won't stand by their product no matter how deficient it is -- or how expensive. Bay Alarm is pricey, but I figured I would get what I paid for. No such luck. Buyer beware. read more

We had difficult project to repair our service. Carlos Aguilar came and did a great job. He explained our needs and completed the job in a timely manner. I absolutely recommend him. I hope he comes out again if ever I need service. Thanks Carlos read more

So many bad things. 1 - Very shady business practices. First off, installation will lock you into a 5 year contract. However, it will also autorenew at intervals of 2 years. Not only that, but they came out to change a keypad and RESET our contract to 5 years again! This was a service visit. 2 - Poor Service. Their techs also didn't install correctly, and we just found out (8 years later!) that our warehouse wasn't even hooked up. They were happy to CHARGE us for this in the intervening years, however. 3 - They're essentially useless. I get calls at 2am, but I have no video cameras to confirm why they're calling. They want me to tell them whether to send cops, but how am I to know? Worse, we got broken into while we were under them. ADT is far better. We got better pricing, and we got video cameras to boot. I only found out about our contract issue because I wanted to switch our other facility to ADT. read more

Absolutely terrible customer service. When their alrm system stopped communicating with the phone app (preventing remote monitoring, arming and disarming), they sent out several techicians on 3-4 occasions over one month period. Nothing they did corrected the problem (although the techs tried). Eventually, after almost one month, a supervisor figured out the problem was their equipment. The issue was known to the supervisor but not technicians. Once the supervisor got involved, the system was restored to full service in less than 30 minutes. When I objected to being charged $215 for their incompetence and ignorance/lack of training, Bay Alarm nevertheless refused to waive the fee. It's like a car dealership charging to replace a recalled part. read more

These guys are scum. My neighborhood was paying for a security patrol, but they stopped showing up. When I brought it up to them, they would not get me to someone to help, so I canceled their services. Here's where it gets interesting, I used to get one bill every couple of months, there is one account number on the top of the bill. So when I canceled their alarm service, they only canceled the alarm monitoring, not the Agent Response and Security Patrol service, and surprise surprise, these have their own account numbers, so I just got a bill for $90. They will not waive this fee, I have to submit a letter specifically canceling this, and they said they will not waive them. You would think when I canceled their services, it would include ALL of their services. Bay Alarm used to be good, but they've been around a long time and forgotten what customer service is. This kind of trickery is dirty and they do it on purpose. read more

Their equipment didn't work when we had a break in. Basically paying for a service that didn't work. The first thing they said when they came on site for a review was "you must have not set the alarm correctly". Before even looking into the issue they put blame on the customer. Then after 30 seconds of investigation they realized the mistake was theirs. Sensors were faulty. So, naturally we wanted to cancel the service because it didn't work. And they claim we are in a long term contract and we would have to pay to get out. In summary, they want the customer to pay for a service that doesn't work. And then if you want out you still have to pay the entire contract. Does this sound like a security company you would pay for? No read more

I love my Bay Alarm system, gives me peace of mind that help is now available for me as I have health issues , was very easy to set up of which was a concern of mine , I love the necklace or I can switch to the watch , and one on my base , I feel safe for myself now , thank you Bay Alarm read more

Update: Bay Alarm has called and let us know that they will be refunding us the overpayment of our closed account. I've updated my rating. The alarm system itself was fine, the cameras, and how they function was the biggest reason why we changed. read more

I've had nothing but bad experiences from the very beginning, we had over $1200 of false alarms , we got past that. Then we were robbed last January, the robbers went thru the nail salon, thru my walls thru the bathroom and we able to stay in my store for 42 minutes, all captured on CCTV. The bathroom didn't have a motion detector, they tripped the alarm but knew inside information about the alarm system. I lost 90K in inventory. They claimed they were going to come add new motion detectors and I told them I wasn't paying for this system till they did that. Months later I got a bill for $1300 for the past months. I am still so frustrated these people are ruthless and don't care about how I almost had to close my store due to the robbery, but can't cut me a break on the services fees. read more

Bay Alarm Company - Security Systems Near Me - Concord, California

I needed to have some equipment removed from my business. Alex came out and was great! He was so helpful and went above and beyond to take care of what I needed done in a timely and knowledgeable way. Thank you, Alex! read more

So very happy! John my salesmen was Very helpful. Angie in scheduling, was so accommodating with my Limited availability for installation. She worked magic and came through for me. Their technician Fred, was extremely knowledgeable as well as accommodating with my request for security panel placement. He also made himself available to troubleshoot some power problems one of my cameras had. Highly recommend this team and products they provided me! read more

Bay Alarm Company - I needed the security panel to be installed/mounted in my coat closet as not to have it clash with the artwork on my walls. LOL - Security Systems Near Me - Concord, California

Since Bay Alarm has a new website for payment (they no longer would take payment via phone), our experience with Bay Alarm has been awful. The website name is not even BayAlarm.com It is: highradius.com Terrible website, even the strange (what radius have to do with an alarm company? and why high?) name is opposite to what it does! The website is so outdated, and you cannot tell what service you are paying for, unless you click, drag down, click again, etc. to see the invoice. You feel like you are back to 90s using this website, and in slow motion because you need to wait for it to load. And, there is more: it saved your credit card without your consent. It is a violation of merchant account, but the personnel do not think it is a problem. Our company has multiple services with Bay Alarm for decades. And, we never think to find another vendor, until now. The accounting personnel are rude and insist this new payment website is great. Listening to the personnel, it sounds like this new website is the best thing that has ever happened to mankind. So, unless you only have 1 account, Bay Alarm is no longer that good company that we used to know. Bay Alarm ruins its own company. read more

I have had Bay Alarm for my security system for 20 years and they are fantastic. I recently had some windows replaced which knocked the magnets off the 5 of the window alarms. They came pretty quickly to fix it. The serviceman was polite, quick, explained everything to me and I could not be happier. I highly recommend them for both installation and service! read more

Carlos Aguilar, out of the Martinez branch, handled our problems very quickly and completely. He took care of a recent new problem and corrected a chronic problem we've had with a side garage door with a great simple fix. One of the best technicians we've run across. He's a terrific representative for Bay Alarm. I highly recommend Bay Alarm and Carlos. We couldn't be in better hands. read more

Bay Alarm's actual alarm service is good - never had a glitch and they're responsive when the alarm goes off (it was always an accident so I can't speak to emergency response). I'd give one star for their customer service. Every time I have to call, they're rude & sound like they couldn't care less about what you're calling about. I had to cancel our service because we're moving, and the people taking over our house don't want to keep Bay Alarm because of their bad customer service. We also have to take the sensors & keypad down ourselves because we apparently own the equipment - which is useless to us. Super disappointed considering I've had Bay Alarm in my homes growing up & always thought they were great. Bad customer service is a total turnoff. read more

the lady in customer care team was so rude and hanging up my phone. she does not want to help me cancel the account and give me a really bad attitud. read more

I am updating my review of March 13, 2023. As of today, over 60 days since my business was robbed, I have yet to be contacted by anyone who could have resolved my complaint. To potential and existing customers of Bay Alarm....READ THE EXTREMELY FINE PRINT of your contract. If your business or home suffers a loss due to faulty equipment or employee negligence, Bay Alarm will not help you. They entered my business within two days of the robbery and removed two pieces of equipment, while telling me that only one was replaced. They implied that I was responsible for the robbery...twice! After I filed a complaint with the BSIS, they misled the investigating agent about the details of the negligent actions they took. Today, I sent a written request to terminate my service with Bay Alarm immediately. After more than 10 years of paying for service, I have decided that I no longer wish to support this company. read more

Bay Alarm Company - READ THE FINE PRINT AND FIND A DIFFERENT ALARM COMPANY - Security Systems Near Me - Concord, California

Joshua is a wonderful part of the bay alarm team. Whenever he is on property he goes above and beyond! - One extremely happy client :) read more

We had Bay alarm for years at our commercial building and recently made a change due to the poor customer service and lack of assistance with outstanding monitoring issues. The technician came out to remove their equipment and took part of the equipment needed to monitor the sprinkler system, which they were supposed to leave behind. When Bay was contacted regarding this they denied removing the equipment and even being there at one point. This mistake cost us over $10k to fix and they have nothing to say about it. Worst customer service ever. read more