Our alarm was not working so I had Smith Thompson test it, the motion sensor was acting up, I made an appointment, the tech person, Derek came out and we found out that the previous alarm company had improperly mounted the sensor so it finally stopped working, a simple mounting change made all the difference. Great people to have our securty system with. read more

Customer service is trash. I had a simple question about my alarm system and the agent just wanted to sell me another service. They hung up on me and I called back to speak with a manager who was unavailable. I still haven't received a call back yet. read more

I chose Smith Thompson based on their strong reputation, which made today's experience extremely disappointing. I cleared my entire schedule for a 1-5 pm installation window. After calling twice during that timeframe for an update and receiving no information, I had to call a third time at 5:30 pm when the window had passed with no contact. ​On that third call, I was met with resistance when I simply asked for an ETA (even after the scheduled window passed). Only after I pressed the matter did the office finally call the technician and discover he wouldn't arrive until 8:30-9:00 pm (nearly 4 hours after the end of the window). ​A delay is understandable, but receiving zero communication after the reserved time has passed is poor service. If I can't trust them for a simple installation update, how can I trust them to communicate during an actual emergency? read more

My alarm went off early Saturday morning. They called me on Wednesday afternoon to ask if they needed to contact law enforcement. Not very reassuring that they will be there when they arr needed. read more

I have had nothing but problems with Smith Alarms False video alarm after false video alarm read more

The app quit working after a couple of months. I prepay for the whole year and online it shows not updated in the last 3 months. Their system is NOT working, I prepaid for the year, and I have to pay for them to come fix a system they are supposed to provide. For that I will look elsewhere. Don't waste your money. If they are willing to fix their own problems without charging me, then I will consider changing my review. I highly recommend you keep shopping. read more

If I could give them 0 stars, I would. Their equipment broke and they won't replace it nor will they come remove what they wired in to my house. Literally- the hardware is broken and they want me to pay a service charge as well as pay for new equipment. They also said that we installed their equipment (because they say they didn't) and that they won't remove it but I am not an electrician or technician to be able to do any of this. It is a fire hazard with their property and they will not service it. Stay far away!! read more

Smith Thompson Home Security - Broken equipment - Security Systems Near Me - Plano, Texas

David was professional, courteous, and incredibly knowledgeable. He took the time to explain everything he was doing and made sure I felt confident and comfortable throughout the entire service. read more

We searched, intentionally, for a local alarm monitoring system when we remodeled. There are so many Big Box competitors! Smith Thompson has faithfully served and protected our home. I know that they will do the same for you. read more

Nothing flashy - basic equipment and monitoring. Reliable service. Great pricing. Good response to alarms.

William performed a check of our air conditioning system while the special price was in effect. He was very thorough, knowledgable, and explained everything in a way that we old folks could understand. And he was very polite. it was a pleasure having him in our home. read more

I have both Home Security and Pest Control with Smith Thompson. All of their employees are professional, helpful and courteous. When I had the cameras installed, the tech helped me decide the most strategic locations and they've served me well. Most recently I had Pest Control come back out because the insects are going crazy right now. Kevin Bastak did an incredible job! He cleared a ton of spider webs (I live on Lake Lewisville north of Dallas) and wasp nests. He went above and beyond to get 2 of the wasp nests, climbing up on an 8 foot ladder to reach the peak of the front of my house with his cleaning device fully extended and he climbed out of an upstairs window onto the roof to knock down another one. He got them all! read more

I doubt that I could be more impressed with the honesty and integrity of this company! We have had their basic security system for decades. True to their word, they have never raised their rates! They also give discounts to their customers for additional services. I recently needed to switch from my husband taking care of our pest control and HVAC maintenance. I received a card in the mail offering this discount to current customers, which I am. All of their employees who came to my home for these services have been exemplary! Their no-pressure, honesty, work ethic and trustworthiness absolutely blew me away!! THANK YOU, Smith Thompson, for hiring the best of the best! I will always be grateful for you! Smith Thompson deserves the highest recommendation possible!! read more

They used to be good but a couple of years ago they started using the cheapest hardware. The only requirement for their in office tech support is they have to be able to be shockingly rude. After 6 years I'll be going to ADT this week. read more

I have had Smith Thompson for 4 years and they have always been great. The times I inadvertently set off my alarm, they were quick to respond. I even missed their call once and they dispatched the police who were waiting when I got home. I had left my front door unlocked and it blew open. So thankful for them. I also had an equipment issue and they sent a technician and he resolved my problem quickly and was very courteous. Thank You Smith Thompson! Ambrocio J Yoro read more

I would definitely recommend Smith and Thompson. Of course after moving into a new home, security for our home and family was at the top of our our "To Do" list. After hearing from our neighbors how happy they have all been with Smith and Thompson, the choice seemed a no brainer. Gary came out to assess our needs and offered multiple suggestions on our system. We were not only interested in a security system upgrade but wanted automation for our doors, thermostats, and additional cameras. Gary was straight with us and told us exactly what we would need without any attempts to up sell. He returned two weeks later for install and we couldn't be happier with the system. I would definitely recommend Smith and Thompson for any of your home security and automation needs. read more

I've been pleased with ST's security system customer service and have found their technicians to be very knowledgeable and efficient. I've had a few service calls for keypad or sensor issues, but since I have older equipment not installed by ST that doesn't surprise me. I thought about switching to ST for pest control, but frankly the upfront cost doing so wasn't going to create a financial advantage until at least Year 2. I was so distracted by the amount of piercings displayed by the sales rep that I had to concentrate to keep track of the details and formulate my questions. A charge for this, a charge for that, new this and new that quickly added up. So, I'm staying with the current pest control company -- I'll keep ST for my security system, though. UPDATE: Mark T. has requested I call him to discuss, and I will do so. Yes Mark, I called ST and it really was someone representing your company re: pest control services. He was sent out after I called the office and they made the appointment for him to visit my property. I'll give you more info when we talk. UPDATE #2: I called the office asking to speak with Mark and was sent to Ryan's voice mail, where I left a message for him. Haven't heard back from him yet. UPDATE #3: Still haven't heard from Ryan, and I never received the follow-up quote promised by the guy who visited my property. Very disappointing. read more

Service and being available when needed...alarm system is worthless as well as tha staff that is and are no help what so ever leaving me to submit a negative review for all to see... I rather pay for ring... DSC Sucks!!! read more

Smith Thompson Home Security - Can't get any help - Security Systems Near Me - Plano, Texas

Excellent and quick service on an installation, refreshing our system from the previous homeowners. After a month or two of service, we have been pleased. read more

Mark: so what you're saying is you are proud of the condition your technician left my home in when he left? If I'm wrong, please call me and we can discuss. Also, Mark you have more 1 star reviews that 2-4 so you're service isn't perfect. You were not running a temp wire during a remodel as we did not have a remodel. Like I said, do the right thing and call me. Stop hiding. ----- Update: Mark's comments are false. Show me where the wire was damaged and unusable and I'll gladly pay to fix it. However your technician could not find the wire which is why he left it hanging. And then he refused to install a new one when asked. Call me like I requested and we can handle this: ------ What happens when a company says we will only fix our bad work if you delete your feedback? The reviews are skewed and you can't trust what you see: For example, I Had an issue with Smith Thompson's customer service so posted a review on Google with 1-star. The owner had the company representative convey to me that they would fix my system if I deleted my post. I told them I would after they fixed it and they refused. Would the owner speak to me? Absolutely not. Can he handle feedback? Nope. Is this how an adult running a business would respond? No. So What did he do? Sat behind his computer and had his manager, Elias, speak with me. Would Elias connect me to the owner? Nope. read more

Smith Thompson Home Security - The technician said that he would damage the house if he put it back together, said no to putting back up - Security Systems Near Me - Plano, Texas

Everything from the installers to the tech-support to the sales people, they made you feel like you were the most important person on the planet. They have been immediately responsive to any test alarms, to a non-working sensor. They are reliable and affordable I highly recommend them as your security monitoring service. read more

I've had Smith Thompson for many years now, my second residence . Unfortunately their tech-support are not very helpful and their customer service with their business expansion could not care less if they deliver services purchased. Happy to sell you things that are not useful. Very disappointing will be seeking a new security system. Save yourself the money and go buy a ring package at Costco. read more

i've had Smith Thompson home security for approximately about maybe 7 to 8 years now I had it in my first home back-and-forth and I really enjoyed the services. I've never had an issue with them. They've always been very polite. Had the system forward to my new home now which I'm very grateful for all their knowledge on how to set it all up easy to manage it easy to process it and I'm very, grateful that I was able to have this installed in my new house. They have really great customer service anytime you call. They are always answering the phone calls and always trying to help you diligently in anything they can. The price has always been reasonable for us compare, other company. Thanks again! ARM read more

Smith Thompson is horrible at providing technical support for their customers on products they provide. I am paying for online monitoring and had an issue with the connecting. All I was able to get from the customer service was call back later. I am paying for a service and I expect that it works and that Smith Thompson is responsive to my concerns. They steal your money read more

Recently switched from a "big box" alarm company and could not be more thrilled with the service! The consultation with Aaron was smooth and informative with no pressure on a sale. He came back out to do the installation ... which was nice because he knew our house, what we wanted to do and was flexible enough and prepared to add additional devices beyond the initial quote. I only wish that I had changed sooner! read more

We've had Smith Thompson Security for 20 years and they have excellent customer service, response time and technicians. They are a great group and know our home is secure with them! read more

Frustration and Disappointment: Motion detector on our service failed with the insuing alarm. That was resolved temporarily while we purchased a new battery. Attempted replacement only to find the unit either improperly installed or defective. As the alarm noise started again, we tried through ''tech support'' to correct. The solution always came back to a $60 service call to repair your equipment and basically replace a $3 battery we purchased. Pathetic! read more

I have been a customer for several years, and the few times I have accidentally tripped my alarm, ST has called quickly. Recently I had 9 windows replaced in my home, and I needed to have them reestablished for the alarm system. The ST installer performed the attachments quickly. I asked him about a new keypad, and he took the time to check for existing wiring in the attic (it was there). He took the extra step to install the keypad and did so in a quick and efficient manner. And did I mention he was such a nice guy? (I wish I could recall his name.) Love these guys. read more

Simple and easy! Came exactly when they said they would. Upgraded my current alarm system and set me up to manage it from my phone all in less than an hour. Bruce the technician was accurate, friendly and extremely professional. Oh and for less $ than I had been paying my previous provider for eleven years! read more

Is the 5-Star Service of Smith Thompson changing? I have been with Smith Thompson for at least a decade, maybe more, and the experience has always been a '5' star. Recently one of my devices needed a new battery. I did not want to pay the service charge just for a battery, so during the conversation with Smith Thompson support desk we decided to take the device offline until I could get the battery. Today I called to bring the device back online. They said they had deleted the device completely and could only turn it on by sending a technician and charging me a service fee. I used to feel the integrity of Smith Thompson was above reproach. That feeling is waning based on today's experience. What we initially discussed and what they did were two opposing actions. I asked what they were willing to do before I went to social media and they said 'nothing.' Now I've wasted the cost of the battery and am doubting the integrity of their business practices: "Generate dollars instead of taking care of their customers. Say what it takes to get that service call, even if it means you are misleading the customer." If they monitor social and do the right thing, I will post an update. If they don't, I won't forget. I noticed they had expanded to bug control services and was thinking about exploring that service with them because I have been so very happy over the years, but this experience has taken that opportunity for them off the table. read more

They have a very quick response time if your home is ever broken into. Very professional

Called Jeremy for an appointment and a quote. He gave me a quote which I was satisfied and he sent Jason a technician to review my needs and a week later he came and installed my unit. He also taught me how to use it. The monitoring has been excellent and it is all working as promised so far. read more

Had an appointment with this company scheduled over a week ago and they came out today after the four hour window. I understand sometimes things can run late, but then call and let me know! I had to call three times to get a status. To make things worse, I was quoted $399 install of control panel and 21.95/month for Monitering in both phone calls and text, but the tech came and said he was going to install a push button keypad and it would be $499 and the monthly for that would be $34.95. I called to speak to the person I had been working with and she said they could order a Honeywell like ours and it would be $399 plus $299 (x2) each panel, which would be $1000 for what I was told would be $399. I was floored because I showed him the text that was sent with the quotes and I told him I sent pictures with our current control panel which is touchscreen and was told that it would be comparable. He had a picture of our current panel that he pulled out and so they knew a push button would not be comparable to what we have. Please be careful and ask lots of detailed questions because I don't want anyone to waste 5 hours of their day waiting and then be blindsided with extra costs and different pricing than what was agreed upon and expected. Very disheartening and disappointing. I miss the days when companies honored their mistakes and customer service was a priority. How will companies ever be careful if they just walk away from helping ensure that customers are happy. I'm not trying to get something for free. I was actually going to pay a little More going with this company because another company that I spoke with could use our current touchpad so it cut the cost down considerably, but I chose this one because I thought they would be more helpful and a smaller company that felt like mom n pop type, but the experience I had was the exact opposite, more like why I left the large one (brinks and adt that bought out monitronivs who we were with for 17 years. It's so hard to find great, customer service oriented companies anymore. read more

I requested service for the panel and it hasn't worked properly since I bought the system. First year, panel had to be replaced. Second year it sent out and the company refused to fix it after several service calls. Repair guy said it was a faulty group of panels and they can't give me the new one that isn't giving other customers problems. Poor quality products and super poor customer service. Worst security system ever!!! read more

Very happy with the home security system that was recently installed by smith Thompson ! They were very professional and did a thorough job. Would recommend this service to anyone in the dfw area contemplating a security system! read more

2 star for customer service by tech support!! I called in today since the power outage had messed up the keypad display but the guy I spoke to was rude and was impatient. When I asked to confirm if so and so is what I need to type i could sense frustration in his tone when he said "Yess"( in a long irritated tone). So uncalled for especially it was a straightforward 2 minute call. read more

One of the worst security system. They charge but don't want to provide service. The technicians are the worst. If you can please go with a different provider. They signed me and have been charging me for the app, alula but till date my app doesn't work. Now they want a technician to come but they want me to pay money for the technician to come. Seems like I will be signing up with a different provider. This company is rude and just not worth the money. read more

I have been a customer of Smith-Thompson Home Security for approximately 10 years in two different houses and have always found them to be prompt, efficient and friendly. Recently I had a problem with my Alula remote device. I called the technology department and they quickly scheduled an appointment. The technician arrived on time, checked the home device, installed a new unit, and double checked the entire system. The technician explained the problem, fixed it and I now feel safe and secure. I would highly recommend Smith-Thompson. read more

I would not recommend Smith Thomson! I have been trying to reactivate my service and have been very disappointed with my interactions with Smith Thompson. So much so that we are deciding to go with another company. The majority of the people that I have interacted with have been rude and not willing to explain their services or help. When the technician showed up finally showed up (after months of trying to schedule), he resisted any of our requests - e.g, we wanted to install the Honeywell Thermostat and he told us we didn't need a new one. He also stood at the main panel while he asked me to go around the house and check if lights were on/working. read more

Moving into a new house after 29 years in one location. Thought I would go with the big name higher priced company after all those years of managing a couple different DIY systems. Silly me thought paying more would equate to better service. After spending 8 hours in an empty house waiting for the AM scheduled install. The tech showed up at 3:00PM, and was unable to install the system as per my request. I asked him to kindly leave. Called Smith Thompson and they were able to schedule an install for the next afternoon. And get this , the tech showed up on time! In a professional manner, he promptly installed the system to the details per my requests. I ended up paying a fraction of what the three letter company was gigging me for. The system although only on line for a couple weeks, has worked flawlessly. Go figure! read more