Customer focus LOST in move to Mountain Alarm from Burgarello! We had been customers for 11 years, with both companies, but not anymore. Don't let them rip you off! We received an automated phone message that their system was not talking to our alarm, so we no longer were being monitored. When we finally reached a real person, they said we needed to pay a significant amount for a service call to determine the problem, even though they did not know what caused the outage, after working fine for 11 years. We decided to change alarm monitoring companies, finding more service and less expense, and since Mountain Alarm has raised their rates 22% from 2019. Since we were required to pay in advance, we asked for reimbursement for the time their services were not provided due to the unknown technical issue, but they refused. We requested a call from the GM or Supervisor, but just heard back from the person who answers the phone, with a bullshit rationale for why they were keeping our money that they did not earn. We suggest that management needs to either be accessible or empower their employees to make customer service a priority. Don't get caught by excessive charges after you sign up for their alarm monitoring, Mountain Alarm is not the highly ethical Burgarello anymore!! read more

Communication breakdown! Zero stars. Oh how we miss Burgarello Alarm. Mountain Alarm purchased Burgarello Alarm. Here are some of the reasons we will be pulling our accounts (residential & business) with Mountain Alarm. Absolute communication breakdown with this company. Our home is not safe with them which defeats the purpose. 1. Provided me misinformation about the procedure to advise them when we travel and have house/pet sitters staying in our home. I explained we never had this inconvenient procedure. They said I couldn't let them know a week in advance (I do certain things before travel day). when we were departing, returning, house/pet sitters names & their passwords. "You have to call the day you depart, our system doesn't allow for this in advance" I asked, So if I have to leave for airport at 3:30am I am inconvenienced to call you then? I did end up calling them the day of departure for our June trip, gave them all pertinent information, then had to call them again the day we were returning. Ridiculous. 2. In July I call to let them know we are now taking a mini trip in July, they said they already had information, and gave me the dates we traveled the month before in June, turns out they put the wrong month for our June trip, they had put July! Good thing alarm didn't go off in June. I was then told I was given misinformation in June, I could not only tell them our travel dates etc in advance but could even tell them what hour our house/pet sitters will start and end. ‍ 3. A couple weeks ago our 9 hard wired smoke detectors were blaring in middle of night (they all go off simultaneously) I call Mountain Alarm, was told they have someone on call and they will call me, no call. I call again, they tell me a ticket was done, I said forget the ticket (service ticket) I needed help then & there, still no call from "on call person", I call again, they do find someone to call us, he was able to help us learn how to get alarms to go off by decompressing the detectors. 2 hours sleep that night. 4. When our alarm was blaring my husband and I tried to figure problem out prior to calling Mountain Alarm, they never called us to ask why alarm was going off, glad house wasn't on fire and we were not home, our pets were lucky too. 5. Today I get a call "just wanted to tell you I'm on my way". I don't have an appointment, no one told me they made appointment today or any day for that matter. No fault of guy headed our way, he's just told where to go. I couldn't do appointment today, had 2 other appointments back to back already. 6. Today I call our local Mountain Alarm office, I told her I was looking for the corporate office number, she transferred me to I believe Utah, but definitely not local, turns out the number was one of those recorded fake humans pretending to be human "press 1 if you're over 50, press 2 if under 50, them promo crap. I had to hang up, then.... 7. Today I call the call center/dispatch in Utah asking for the corporate office phone number, they don't know what it is, nor did her supervisor. How can you work for a company and not be given your corporate number? There were other problems prior to these mentioned, I don't do business with companies that think they work for the CIA and hide from their customers. You can't even get corporate number by Googling. They lost our business. I can not recommend this alarm company, what an unorganized business that fails in communication. Going elsewhere. After I wrote the review above, the local office said they had the corporate number, I called it, it was the "main office" in Utah. First she said they were not the corporate office but takes calls for corporate, then later in conversation she said they were the corporate office, I asked why the confusion, no explanation, I asked if the president works in her building, her first answer was no, then I'm not sure, then oh he does but he chooses if he works there or from home. Dear lord, these people are confused they don't even know if they are corporate or not or where the president works. She went to transfer me to a Chris who takes calls for corporate (funny I thought they were corporate) she put me on hold for 26 minutes, came back to say sorry for the long hold Chris is at lunch. So it took her 26 minutes to figure that out? Update: our local GM called me, not corporate because they are essentially off limits to customers, but the local GM was a good listener, said he appreciated learning what's been happening. I learned even though Mountain Alarm is based out of Utah they use a third party call center. This is a major problem and makes sense why there's such a communication breakdown and disregard for their mistakes. I still can't continue business with them at this time but hope they can get things right in the future because we have a local office in Sparks and I like to see local businesses succeed. read more

Not just the worst experiences for an alarm company but only AT&T stands out as bad in customer service and gouging bills. The do inspections unannounced and unnecessary and the bill just shows up. Today is Labor Day and we had a false alarm. I was on the phone for an hour and a half trying to get the alarm reset. After on hold for 25 minute I was disconnected 2 times and had to call back and go through the wait again and again. The last person I spoke with had me on hold for 30 minutes and then came back and told me that someone would be calling me to disengage the alarm. It is now an hour later and no one has called. read more

This is a new company that recently purchased a well know and long-standing Reno alarm company. I was a customer of the former company for over 16 years and never had anything but great things to say about them. Have referred them to many people and businesses. This new company is based out of state and just isn't a great fit for the community. There's no real connection to Nevada and the Reno-Sparks business community. Talking with many others, I've learned that a lot of people are leaving this company and working with other locally based alarm businesses. I recommend that you find someone truly local for your alarm needs. read more

The alarm systems always trigger false alarms. Getting tech to come service our business's system is a big hassle to coordinate not to mention expensive. Cant wait to get rid of their pos system. read more

Do not use this company. Our alarm went off, our code wasn't working, I called the company and her answer was "use slow pushing motion on the key pad". I asked her to turn the alarm off, she said she couldn't. Only the person with the alarm code could. Well what good is the company then? What part of, I'm using the code & it's not turning off did she miss. I hate this system and I will be calling ADT. We spent a lot of money and as far as I'm concerned we would have been better off with someone else. Totally useless. The only reason I gave it one star instead of zero was to be able to post, otherwise it would have been zero. read more

My restaurant needed new camera surveillance installed throughout the facility. Bob was kniwledgeable and helpful and the team installibg was through and professional. I really appreciated the option of buying or leasing. The cameras and system are top-notch. read more

I had Mountain Alarm for over 2 years for my retail shop. I have experienced nothing but problems with false alarms that I have to pay fines as a result. I have called Mountain Alarm every single time asking for details as to what/why and if the police were even dispatched. All I would get is a runaround about who "might" call me. Never did I receive any calls (although they state they called my business about these alarms - not true). The last straw was when I received a "false burglary" fine from the alarm monitoring company. The company stated that this "false burglary" occurred on a date / time when I was the only person in the shop and can guarantee I did not set the alarm. Also, my question to them was did you dispatch the police? How do you know it was a "false" alarm unless you sent the police to verify. Never have the police been dispatched. What concerns me the most is that I have been under a false sense of security only to recently realize having this alarm system through Mountain Alarm is worthless at best. I have cancelled my contract and have filed a complaint with the BBB. I sure would like to know from other business owners that use Mountain Alarm if they feel the same? It seems like a good number do from my initial Yelp research. I feel that this is a money-making revenue stream not only for Mountain Alarm, also for the alarm monitoring company. Feels deceitful to me! read more

I just want to say, while I could Remove the review, it is best to leave it. Burgarello has gone out of their way to win me back. I am impressed with their perseverance and working with their customer to resolve any misunderstanding. Thanks so much Burgarello. Looking forward to our fire alarm. Thanks!!!! read more

I am so disappointed with these people. I have used Burgarello for 10 years at home and at my office buildings. Out of no where the name changed and the customer service went out the window. False alarms, messed up accounts, no follow up, and the agent just hung up on me. Apparently the alarm at my business was going off abs they left a message saying. "Hello this is Mountain Alarm calling about (My company Name). If you have any questions or concerns please call 877-_______. Not a mention of why they were calling or that my alarm was going off? It sounded like a sales call. Glad I wasn't being robbed. They just lost another client. read more

We spent over $7000 having a wireless Burgerello Alarm system installed in our home. Over many months we have continued to have many false alarms. When we speak with the company they want us to do the work to fix their faulty equipment. Our last major false alarm, we were in Argentina. Because we live in a guarded and gated community we had our security service go and inspect the house rather then calling the police. This again was a false alarm and a sensor failure. Burgerello has yet to come to inspect the sensor. This has happened so much that we do not set the alarm unless we are to be away for an extended period. Today we are in another state and tried to set our alarm remotely. The Total Connect system could not connect to our system and told us to contact our service provider. We called Burgerello and were told that there was nothing they could do and it was a software problem. They told us they contract with Total Connect and have no control. Bottom line, over $7000 security system that does not work. The upside, we will not receive any false alarms. Stay away from these guys call ADC. Their general manger likes to answer these bad reviews with his statement of having a BBB rating of A+. He never mentions that his Yelp rating is three stars and going down. read more

My husband and I have been customers of Burgarello Alarm since 1986. For the last 32 years we have had excellent service. We thought it couldn't be beat until Service Installer Alex volunteered his time on a Saturday to upgrade our system. I can not say enough nice things about Alex. My husband and I were concerned for our safety. Alex perceived it and made the incredible effort to upgrade our system on a SATURDAY. He was thorough, conscientious, informative and an expert at his job. Without him we would have had to wait until the next available appointment sometime the following week. All I can say is that Louis Burgarello has some great folks working for him -- Alex is on the top of our list! read more

We've had many problems with the system (false alarms and one time it didn't go off during a break in). That said, I need to give them credit. They have been responsive to our complaints and have made every effort to fix the problems. Their service crew has been great to us. They even came late in the day (after 7pm) to fix out system when it didn't go off. So, bitter sweet. I wish they would have gotten it right the first time, but at least they fix their mistakes. read more

Burgarello has been our alarm company for a few years, we switched after 6 years with the local alarm company. Burgarello has kept our system up and running; I know they even contact the local PD as I've seen them on the security cameras here at the office after a false alarm. Their prices are lower then the local alarm company and they offer the same exceptional service. They've been great and I've recommended them to the other businesses on our block read more

James, one of the technicians, came to our home today to help us switch the services to our family and to teach us how to use the alarm system. He went above and beyond to make sure everything was functioning properly. He made what could have been a stressful situation, a very enjoyable and successful appointment. We are very happy to have chosen Burgarello for our safety. read more

UPDATE after Response from Louie below: Hey Louie I am sorry you felt that you had to "fire" me as a client. All I ever wanted was for better customer service and help when I needed it. I am sorry we could never see eye to eye either. I am not sure what you are referring to in your response here to my review when you say I caused a lot of these issues and that I had no shows to appointments, as these were never brought to my attention when I was a customer...perhaps part of our issue. I expected better from your company and am extremely disappointed in your customer service. Anyways, thanks for your response and I am glad you found the time to respond to my Yelp review, as I know you never found time to return my calls. read more

I experienced a similar issue with the base 5 year term. I have had nothing but unimpressive and frustrating experiences with the customer service and accounting staff as well. Make sure you read the fine print and expect issues on your billing with Burgarello. read more

I had cancelled my service as I had cancelled my phone service many months earlier and they did not even know. Amazing, great security- no phone line for 8 months and they did not even know. What kind of bogus alarm system is this. So I cancelled and I continued to get bills even tho I spoke with the cancellation lady who is hard to get ahold of. Later I spoke with the boss and still continued to get bills. Still no phone line but he insisted they were monitoring a dead line they could still bill for. He also told the city of reno I still had an alarm so they continued to bill for the monitoring fee also and then sent me to collections refusing my explanation. Be warned this man may be stealing your money. I doubt I'm the only one. read more

Make sure you read the fine print on their contract. They told me i had a 1 year contract and i tried to cancel my contract and they said i had a 5 year contract. They didn't even offer me a cancellation fee. They said the only thing they can do for me is pay monthly or pay the entire contract! . read more

I have paid for an alarm and paid for service. The alarm still after a year has not worked. I paid for services not rendered and now they are taking me to small claims for the remaining bill under contract. DOES THE CONTRACT NOT SAY SERVICES MUST BE RENDERED? In addition, their employee stole an expensive test toner of mine and some cables and mysteriously not with company days after this happened. They replaced it with a cheap toner and I am out $700 in monitors that cannot be replaced thanks to a security company where they steal in addition to bad work. I will be VERY HAPPY TO EMAIL ANYONE WITH ALL THE FACTS. STAY AWAY FROM THIS COMPANY......... read more

After being ignored by virtually everyone at the company, I was given Sean Peraldo's contact information (Sean is a VP at Burgarello). Sean was very troubled by my experience, and he personally made sure the problems I had experienced over the previous six weeks were addressed and made sure we were completely satisfied with our installation and the service. If you have any issues with Burgarello, let Sean at the Sparks office know, as he does care about the customer. read more

I haven't had any problems with Burgarello monitoring both a commercial fire panel and intrusion system for 5+ years. We did buy our systems in the very beginning (bought all the parts online) so the only thing we pay for is monitoring. We've had one fire dispatch, unfortunately due to a supervisory zone being programmed as an alarm on their side. RFD arrived in about 4 minutes and had to do a walk-through to verify even if the panel did say "supervisory" instead of "alarm", but otherwise no harm done and never heard from the city about it. We've also had two intrusion alarms, but both were our fault (like a thin tablecloth too close to a vent), and when the dispatcher called they confirmed it was an interior-only zone without a perimeter trip so we declined police dispatch and dealt with it ourselves. But at least I know the dispatch part works as expected in all three cases. Burgarello is also the only local alarm company with a UL listed central station in town, so from that perspective I'd rather have local dispatchers than someone outsourced that doesn't know anything about our area. So I just through I'd throw my experience into the mix since all the other reviews were surprisingly negative. However I can't comment on contracts or payments towards buying a system or renting one since I haven't ever done that. I recommend just buying a system though; a decent wireless system really isn't that expensive to be forced into a long term payment contract. read more

This company installed a nice security system in my office and home. They have a A Better Bureau rating. The installer was excellent and taught us how to use on our cell phone. The office is here in las Vegas. Great system! read more

We have been using Burgarello Alarm Co. for security monitoring for our home for about a year and a half. We had some initial issues with our cell-based connection (no land line) for sending alarm conditions to the monitoring office(?). Sometimes our alarm system would indicate that there was a "phone fault" condition. turning the system power off, then on, would usually clear the fault. I called and asked Burgarello about this fault, the person who answered the phone said that she would have a technician get back to us, none ever did. All I wanted to know was why it was showing a phone fault condition, was there really a problem, and how to reset it. We have not had a phone fault condition show up for almost a year now. Other than that, the service has been fine. We have had some issues with alarms triggered by wind moving curtains and detected by the motion sensor. Pinning the curtains back eliminated the problem. Burgarello was quick to call us to check on the alarm condition. read more

This company came out 5 years ago and set up service in my home. the rep stated the agreement was for 3 years and i agreed to the terms. The rep said he would leave the agreement when they set up an installation date. No agreement when i called they said i signed a 5 year contract, funny how easy it is to change the 3 to a 5. they did a bad thing. I will let every one that has there services to call and complain, if i can't have the agreement amended i will drive up there internal cost. Oh wait that won't work. they just take a message and they call you whenever they want. like at 4:25 so when you call back they say she is gone for the day. She leaves at 4:30 and gets in at 10:00. read more

This company is located in Sparks and monitors in Sparks. They know our geography. They helped me change my system battery. While giving instructions over the phone. Highly recommended! read more

Very slow to respond - 3 alarms (fortunately false) went without even a phone call. Billing system deeply flawed. And when trying to cancel service they keeping billing (now over 18 months later) and threaten collection and legal action. These people are neither reliable nor professional. read more

Choose another alarm provider. These people are not ethical nor customer friendly. They charged me for months when the alarm was not communicating with them and when I called to cancel had the nerve to insist I had to pay a 30-day cancellation period despite the fact they weren't actually monitoring the alarm! read more

Jeremy, (I was told top representative) came out to our residence twice. He was informative about what he wanted to do but was very vague on details just wanted to make a down payment to start the project. Asked him to come out to house one more time to explain where the alarms and locations of the 10 cameras he was purposing for around the grounds and interior plus intercom and control of the gate at front of driveway. After two weeks of excuses and not returning phone calls had a local friend contact the Main Office in Sparks to find out if Burgarello has chosen to abandon the project or what is happening. Talked to John Munsterman (on a Friday) and he indicated he was 3rd in charge only owner and CEO was above him. He listen to the concerns and was asked is Burgarello interested in the project or not? He guaranteed to look into the matter and contact us no later than Monday. Never heard anything from either Jeremy or John. This company so far has failed to return phone calls, emails, and personal contact follow ups. Very poor business model in my opinion . CAN NOT Recommended.... read more

This company has the worst customer service. We have asked them to come out to help us with their alarm, because we have forgotten how it works. We are older and as you know that you sometime forget thing. they said they would come out for $99 an hour. This is not what we signed up for. Unfortunately my husband signed up for 5 year we don't want this system and they will not lets us out of it. So we are stuck with something that we don't want. read more

Run don't walk as far away from this company as possible. They owe me money & wont return calls. Going to the BBB, it's been over 3 months

I have to say that Burgarello has a 1 star rating for a reason. We've been customers for 13 years, and every time they've come out for service (especially during our remodel), they were just terrible...cost us tons of money, messed up the hardwiring in our addition, and now we have half a system on wireless that doesn't work. I've finally had it. Switching to ADT. Don't waste your time or money on Burgarello. read more

Burgarello has been our alarm company for years. They have been dependent and honest. Never had a billing issue in the 5+ years I've been using them. But they have contacted me and called the police when my alarm has gone off. I wouldn't hesitate to recommend their service. read more

We have been Burgarello customers for both our home and office for over 10 years and have been extremely happy with their services. The monitoring is very responsive and their techs are extremely patient when we have a question regarding our system. read more

We have been Burgarello customers for about 15 years. They have always been helpful and thorough when addressing questions or problems. The service is exactly what we expect. However, we did have one problem while out of town and we think it could have been handled better. A false alarm was created when our house sitter failed to enter the correct code in the allowed time. We did not have cell phone service during this time but the house sitter claims that she immediately phoned Burgarello, gave them the correct code, and indicated that the alarm was false. Nevertheless, Burgarello dispatched police and we were billed $75 by the city for a false alarm. read more

We've been customers for six years. When our system was installed we paid for things that never worked, or never worked correctly, yet when Burgarello finally came out to "fix" these things, they acknowledged these items wouldn't work where they were installed and then had the nerve to bill us for the visit! Needless to say, we didn't pay that bill. We had specific instructions on file that they would need to prompt my elderly father for his alarm code if they got him on the phone, which they failed to do and which cost us $70 for a "false alarm" call because police were dispatched because Burgarello couldn't follow their own instructions. When we finally cancelled our service we had to call multiple times, we were told our order to cancel service "wasn't on file" (which means they will continue to bill us, I'm sure), and then they had to schedule a time to come out and pick up the radio. They REFUSED to do this at 3:45 p.m. because "the guys are on their way back to the office then and don't want to make a service call." Wow, great service. They then cancelled this appointment (thanks, it's a hassle for me to schedule time off work, I appreciate your consideration), and showed up a week later without giving us any notice about their visit. They are unprofessional and inconsiderate. read more