Interface Systems got into the home security business through their SunTx Capital Partners. This move armed the company with new capital, allowing them to expand nationally while acquiring the ability to run secure monitoring stations, providing home security.
The interface has a unique service and product. Their secure wireless services, powered by Cisco and others, allows them to give security system users robust, unparalleled security through a network if the client elects to use the Internet to secure their wireless system.
Overall, we had a pretty good experience with Interface Systems. In this industry, we sometimes ran into the problem of not getting a quote or a price range if the prices were not advertised on the company website. However, we were given some pretty approximate quotes, some which were consistent with reviews found on the Internet. We liked the transparency of our phone-in. With other home security providers, we occasionally had to push to get a quote and an accurate picture of what a contract looked like with a company.
We also liked the customizability of the security setup. We found that we could add as many door/window sensors as we'd like. We also could integrate fire protection, wireless video, and other products and features with our home security system. We also found that there was the possibility of remote access to our home security system, something that is pretty standard in the industry.
We also liked Interface Systems robust monitoring centers. The monitoring centers were expanded with the capital deal Interface Systems made with SunTx. We found that many security providers had one monitoring station or outsourced their monitoring services to other centers. Combined with their networking capabilities as part of their network services, customers can be pretty much guaranteed uninterrupted uptime if their security system communicates with the monitoring center over the Internet.
The customer complaints we read about on the City Search site raised our concern. One customer had the experience of not getting the equipment installed that was specified in the contract. Also, Interface would call in the middle of the night about system issues that were non-emergency in nature. When the customer complained about their experience to the management, they received a response in all red fonts.
Another customer wanted to cancel the monitoring system for her small business. Their cancellation of the contract, even after written documentation to the company, resulted in the account being sent to collections, hurting the customer's business reputation.
One customer that chose Interface Systems had several false alarms that resulted in sheriff's deputies arriving at their home. There was some miscommunication over appointments and the customer reported that the technician was rude and 30 minutes early when they showed up.
Also, we would like more transparency on the website about the home security systems offered through Interface Systems. We couldn't find information about contracts, pricing, and other issues related to their home security products on the website, but this information was passed to us on the call-in.
Withall the undisclosed information and the negative reviews Interface Systems has, we cannot recommend them. We recommend browsing our top recommended home security systems.
About Interface Alarm
- Wireless/Landline/Internet connection
- Various Honeywell, First Alert, and other brand keypads, based upon the distributor and installation setup.
- Window/Door Sensors
- Fire Protection
- Alarm and strobes
- Doors and Window Decals
|Monthly Monitoring Fee||Undisclosed|
|Install & Equipment Fee||Undisclosed|
|Cancellation Policy||Pay Balance|
|System Relocation Fee||Undisclosed|
|Number of Reviews||28|
|Review Last Updated: January 16, 2020|
Real Customer Reviews
The home security reviews on our site are left by both customers organically looking to share their opinions and customers whose opinions have been solicited.
In order to ensure the legitimacy of reviews on BestHomeSecurityCompanys.com, all reviews are moderated by real people. We check each review for fraud and violation of our review guidelines. Customer reviews are unbiasedly checked and used to rank the home security companies on our site. You can read the breakdown of how we rank companies here.
Gary Bayer Park Forest, IL
Oct 10, 2019
My issues: Billing: they started billing me a higher price than my contract provided for. When I called them out on it they said that my contract (which I had misplaced) that they had the right to increase the rates. After customer service promptly sent me the basic contract that I had signed and which said that I was to pay a flat $45 per month for five years, I called billing back. Again they said that they had the right. As I started to read the contract to them, they referred me to customer service. Customer service quickly agreed with me and offered to fix the billing issue. Product service; Any call will put you on hold for an extended time with irritating music. Their monitors love to call during "sleeping hours" to let you know of equipment problems despite bing specifically instructed not to do so. They will also call secondary contacts if you don't answer the phone. Product failures: they are more than willing to send out a technician when next available and have little willingness to address issues remotely, even though they are capable of it. Battery charges: Despite my contract specifically stating that the call of all labor and parts needed to keep the system working properly, with no exclusion for batteries, every time they come out, they tell me that the have to charge for the batteries now ( even though each time now they have provided them at no charge "as a good will gesture.) Response time: After ay alarm trigger the call back period may be up to 20 minutes after the alarm. Fortunately, it has been restricted to false alarms.
Jul 3, 2019
I was never informed of signing a 5 year contract . Long time customer of 18 years- needed to end my daughters $50 payment monthly after 2 years . Never will use this company again . Sent letters, called to end to find out another 3 years of paying for something she does not need or want . Disappointed!!
William W San Diego, CA
Jun 12, 2019
This company is the worst. Have been a customer for nearly 20 years. Tried to cancel and was told that I have a contract cancellation penalty of more than $250 because it auto-renews on a yearly basis. Never recall signing such an agreement at all - 20 years out - CRAZY. By the way, this was brought up by a customer support person, who tried to convince me not to cancel - and when I refused to back off, only then mentioned the cancellation penalty. Their service and customer support is terrible. Should have cancelled years ago. STAY AWAY FROM INTERFACE SECURITY.
Kathy Charleston, IL
Apr 22, 2019
We were customers of Interface for over 20 years - in November of 2018 - our alarms kept going off for no reason - was told the system was outdated and we needed to upgrade - that we would also need to sign a new contract - we agreed - but the contract/nor the new equipment ever arrived. My husband called the office at least every 10 days asking about it - finally the contract arrived in February, but by that time we already signed with ADT - the ADT system was installed in February and the Interface equipment was boxed up - I called them and asked what they wanted us to do with the equipment and to cancel our service, which wasn't working anyway due to it being outdated. I also followed it up with a letter to Interface, which I know they received as Customer Service called to see what they ould to keep us a customer - we continue to get billed for the monitoring - I have spoke to several people, several of them very rude, and asked how they can monitor when they don't even have equipment installed- I asked to speak to manager on three occasion and am always told there aren't any - that may be the problem, no one there to ensure that fraud isn't occurring and that contracts are sent timely and that overall operations are running smoothly...I advise anyone looking for a Security System to try anyone but Interface.
Keith Ernst Saint Louis, MO
Oct 23, 2018
Have used Interface for many years at our neighborhood clubhouse. We recently contacted them to upgrade our services. They declined and instead wanted to talk us into newer equipment. We found a company to provide alarm services, video and keyless entry and are now paying 1/3 of what we paid Interface. We cancelled and they continued to bill us even after notice was sent of cancellation as per their policy. Now Interface is saying that they performed some maintenance in 2014 and at that time when the clubhouse volunteer signed for the work that this extended our contract an additional 5 years. This person was not an official representative of our HOA and therefore was not authorized to enter into any agreements on our behalf. This has been explained and Interface continues to push forward the idea that we are still in contract. If you're making a decision on security for a business beware. They're 3x as expensive for lessor equipment and services and they'll attempt to have any employee sign for work performed and your agreement will extend in perpetuity.
David Campbell Longview, TX
Aug 15, 2018
After 13 years of service, I called Interface to cancel my service, which customer service was glad to do. Two weeks later, I received a bill for the balance of the 14th year of service, which according to the contract, the initial period was for 3 years and then renewed automatically each year thereafter. If customer service had told me that I would be paying for the full year, I would have left the service on. My business closed after 25 years and I would have been protecting an empty building. Now I am paying for a service that I am not getting.
DJ Morgan Hill, CA
May 16, 2018
Alarm connection to station was not working for months. When I found out I called them and a tech was eventually sent out. He said all was now working but I set off alarm the next week and received no call from monitoring. I then called again and they ran some test, concluded the connection was bad, and said they would have to send the tech again but they would call to schedule by the next day. I waited 3 days then decided to checked the alarm box myself. The tech did not fully engage the phone line into the connector so I did it. I set off the alarm and now the monitoring station called, the system was working. I never heard back from them and now nearly 6 months later I get a letter saying they are going to disconnect my system and put me in collections for non-payment. First of all, I am on Auto-pay, they could have deducted it. Second, the service charge from the tech was never sent to me, pretty sure the phone assistant put it on hold when I called to complain that the tech job was incomplete. And third, they nor the tech ever called back as they were suppose to. Bottom line is their billing department screwed up as did their tech service and they send me a threatening letter. I just contacted them about this and the billing department woman was rude, short tempered, and yelled at me after I told her to check all the notes I had on file from my previous calls... she finally connected me to a very pleasant woman in customer service who apologized and said she will try to get to the bottom of what is going on then they will call me in a day or two... Holding my breath....
Tony A. Santa Ana, CA
Mar 27, 2018
I can sit here and type my whole, terrible experience with this company like others have here but I will save you the time by saying DO NOT USE THIS COMPANY. THE SERVICES AND PRICES THEY OFFER ARE A SCAM. They will seem very helpful in the beginning and LOCK you into a contract that you cannot cancel early from. As soon as you realize how bad they suck and not make a payment, THEY WILL SEND YOU TO COLLECTIONS. Go with AT&T or Time Warner for these services. Way cheaper and better customer service.
ben gonzales Midland, TX
Feb 16, 2018
can't get products delivered on time, our local representative is of no help sometimes.
Nov 14, 2017
We have had nothing but trouble with Interface. Their service is consistently terrible, not one of the techs we have had in the building seems to have a single idea what they're doing, and every time they come, they have a different reason for why the system is not working. Their phone representatives are usually very pleasant to talk to, but not usually very helpful. They also engage in the less-than-ideal practice of cold-transferring, which means that if you have to transfer departments during your call (which we always do), you have to basically start your call over because the new representative has none of your information. Our system has alternated between going off with false alarms when nothing is wrong, and not going off when it should have. We also have in our contract that we are supposed to get a yearly inspection because we have a daycare in the building, and we recently had our first yearly inspection in three years. When brought to their attention, they said it was our responsibility to schedule the appointment, even though our contract says otherwise.
Donald Harris Jr. Chandeleur Islands, LA
Sep 6, 2017
Had appointment that they forgot about again. Not the first time this happened. They have terrible communication skill or none at all. Never called to say they running late or nothing.
Jan Gatlin Irving, TX
Sep 5, 2017
I've had interface since 2014 inherited from a house purchase. I have had numerous problems most importantly with customer service, or more appropriately "what" customer service? I have been trying to get someone in their home Office (missouri) to contact me since 12/16 and have not heard a word yet. I have sent numerous emails, requests on their website, personal letters to the customer care account manager, all to no avail. The only correspondence I get from them is bills. They suck.
Robert Lee Longview, TX
Jun 16, 2017
One star is too high a rating for this outfit. Three times in the last 24 months my alarm at the labs has gone off and they never saw it. This last time I was gone on a three week trip and the alarms were tripped and we're going off for 13 days and they never saw it. And that is after I paid a premium to get a cellular backup to the hard line. And, their customer service is nonexistent. Save your money and get a real alarm monitoring service.
ruth Forney, TX
Mar 29, 2017
Their systems do not work and then they charge you service charges. My company got burglarized and the motion sensor never went off while he was there. It went off when the police got inside, the night sweeper truck called the police, when the alarm company called the police was already there. All this was caught on surveillance and they still do not take responsibility and to top it off they charged me over 400 because techs went to check why the alarm never went off. They insist that nothing went wrong and my clock is wrong when all this is in video! To top it off they make 3 to 5 year contracts in which you have to call to cancel 2 months before. be careful with these thief! save yourself the money and the hassle.
Josephine Los Angeles, CA
Mar 25, 2017
They Lie to get signed 5 year contract. ( First sales person introduced he is ADT sales person and middle of conversation he offer interface which he claim much better system...) Alarm and Video Monitoring is not working properly. when we ask to fix it they don't follow up timely manner, actually never fixed problem. they send not trained 3rd party contractor to site without making appointment and charge without notify us ( we never signed service paper ) and without fixing problem. we ask so many times to fix the video monitoring system but they don't fix the problem but charge full monthly fee claim we sign the 5 year contact !!!!!!! you are going to talk to only AP person. not salesperson nor technical support person because only AP person will follow up on you. and they use very unprofessional collection agent to follow up also. I spend so much time to ask and explain and fight for wrongful charges. Now we have to deal with Law office.... Please never never use this company!!!!!!
Jane Brockway Lumberton, MS
Jan 31, 2017
Our contract has 3 years written in and initialed by both my husband and a representative of this company. That long ago passed, but they are saying we owe for breaking the contract - which is not in effect - because we canceled our home phone service and do not want to pay their high price for wireless equipment. We can get it cheaper elsewhere. They do not always check when the alarm goes off, so what good are they anyway? I would not recommend them to my worst enemy.
K. Alger Downsville, LA
Jan 14, 2017
Have had Interface security system for 8 yrs. Have had only a couple of problems which were quickly and completely resolved. The customer service has been very good. Our momthly rate is less than $35 for 24 hr monitoring. The 2 times we had a bad sensor (due to lightening strike) the price for technician to replace was very reasonable. Ours is a wired system as we had it installed when building new home. Have recommended to friends who also are happy with this company and its products/service.
Francis Wong Orange, CA
Jan 1, 2017
Initially I was with The Greater Alarm Company since 2003 and it was switched to Interface Security in 2010. On April 2014, I switched phone service from ATT to Time Warner. After the switch, I tested the system with the monitoring department and they said that the alarm went through, but that I might experience occasional service disruption when going from analog to digital phone service. My system is the original one that came with the house, so it's over 10 years old. Over the last few months, my system began to warn me to check the phone connection. When I called Interface in November of 2016, they happened to mention that my house had no communication with a phone line since April 2014. The service technician came to the house and confirmed that there was no communication between my phone and the panel. He recommended upgrading my panel to the new Honeywell system and this would allow me to bypass the current phone line and allow for communication with Interface. So my question is, "Why doesn't Interface know that my system is not communicating with them? Why do they keep charging me monthly monitoring fee when they aren't monitoring me? Shouldn't they know that there is a problem? Don't they test the system from their end? Does that mean that over the last 2-3 years, if my house caught fire or someone had broken in, Interface wouldn't even know that something was happening and would not have called the police or fire department?" I'm now arguing with them about getting a refund for services that I paid for and not received and I have been at this for two months. I finally sent a letter of cancellation, but I may be billed for 30 days after the cancellation notice, even though INTERFACE IS NOT ABLE TO MONITOR ME!
Jeremy Kenner, LA
Dec 19, 2016
I've been with Interface Security for about 7 years now. After fighting with my phone service provider for nearly 7 years we figured out that the noise I was hearing on my phone was feedback from the alarm system Interface Security Installed. I contacted Interface and they suggested upgrading to a cellular service. I did upgrade to the cellular service. The tech from Interface had me sign a certificate of installation and gave me a copy of the user guide and left. My next bill was a little higher I assumed from the cost of the installation. On the second month I called Interface and find out they signed a 5 year contract in my name with about $20- per month of extra fees and now they are refusing to remove the charges. This is after me paying for maintenance for nearly seven years and they never serviced or maintained my system. I would stay far away from this company.
TAMMY THOMPSON Alexandria, LA
Dec 15, 2016
In November 2015, I received a notice stating Interface was no longer operating on a 2G network, that AT&T will no longer offer 2G and my system needed to be upgraded. When I called in November 2015, I was told I would have to pay a small fee of around $30.00, I refused. I had nothing to do with this issue, and did not feel I had to pay. For the next year, speaking to them off and on, it never changed. I have been an Interface customer for almost 10 years, and have their service for two homes. They still refuse to update without me paying the cost. 2G is ending 12/31/2016. I was told they would absorb the $30.00 if I signed an additional 3 year contract. I still have 2 years on a contract I wasn't even aware I had! I refused that offer. ( Apparently they put that in when I upgraded! and it was a 5 year, not 3 year!) But then they said I could cancel. I agreed. THEN, I got a letter stating I would not be able to cancel without paying the rest of the contract, I will not have wireless service, so I do not feel I have to pay the contract for wireless service. It is constant battle with the customer service department, and I requested a supervisor call, and I am still waiting for that call. (I initially requested the supervisor call in November 2015). Customer service always claimed I had been told things I had not been told. I told them since the telephone sessions were recorded, I would like a copy of the recordings, to prove I had not been told. Watch this company! And, just for the record, I have had many alarm issues in the past, with false alarms going off all night. They refused to send someone to my home one day, and into the night, to deal with an alarm issue until the fire department called them after their third trip to my house in a two hour period and told them to get it fixed. Someone came at 5:30 am to work on the system. The issue could have been resolved the day before when the alarm first started going.
Jonas Crafts San Antonio, TX
Oct 5, 2016
BEEN TRANSFERED 5 TIMES WHILE TRYING TO GET SOMEONE TO COME OUT TO FIX THE LOCK THAT I CANT GET INTO OR OUT.
Voniss Johnston Collierville, TN
Sep 7, 2016
I have had Interface service for 6 years. I inherited it from my home's previous owner. I do not turn on the alarm and want to cancel the service. I am told that is not possible as I have a contract that requires a yearly commitment. After 6 years, I think I should have the ability to cancel at will. Customer service was totally unable to provide me with any path to resolve my issue. Would love to know if anyone else has found a way to circumvent this problem.
Heidi Petal, MS
Apr 11, 2016
Beware when they want to "upgrade" your system. You are signing another 3 year contract!
Mike Monroe, LA
Dec 6, 2015
Can't keep my system operational or get satisfactory service resolving the problems.
john Wentzville, MO
Sep 1, 2015
Tried to make an appointment to replace a low battery. It took over an hour to make an appointment with the techician. I was moved from department to department. Finally got a time scheduled for 3 days later. Then the technician didn't show up or give us a call. Called two more times & held the line. Still don't have anything reschedule.
John Fullerton, CA
Aug 11, 2015
The worst company ever. I wanted to cancel the service and I was told I cannot do it over the phone. I had to complete a form and send it via email. A week later, cancellation was still not processed. So I gave them a call again and was on the phone over an hour to get that done. They were tranferring me to different departments to process my request and every time they transferred me I had to wait for more than 15 minutes to talk to a representative. Also customer service is terrible. They are not professional and very rude. Choose a different security company. If you do go with this company just be willing to waste a lot of your time.
David Laurel, MS
Jul 21, 2015
I have been trying to get service activated since Sept. 2014 it is now July 2015 and I still have not had a local see me about instalation.
Son Lam Arlington, TX
Apr 24, 2015
This company is the worse company all around, I really don't know who's controlling this site that wrote they have pretty good customer service, No they do not have good customer service at all. I was with them for a long time by mistake, when I had an issue and called in, I would have to go through a all kind of waiting just to talk to a live person. Their so call direct customer service line never have anyone answer. Very recently I called to cancel my service with them, finally a person answered and after as for my business name and address she had me on hold for over 30 mins, I waited til the hold time reached 35 mins then hung up and called back, of course no success of reaching a live person. Never again I would do business with this company so be aware folks.