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Stanley Security Solutions Reviews

Reviews of Stanley Security Solutions from real customers
(43 verified)

Our Score
2.7
User Score
1.3

See Top Rated

Our Score
2.7
User Score
1.3
Rank this Company

Ratings Breakdown

Price

Cellular monthly payment
Undisclosed

Up-Front Costs

Activation, Install & Equipment
Undisclosed

Technology & Equip.

5/5 = BEST
3/5

Contract Length

Total # of months
Undisclosed

Cancellation Policy

Can you cancel contract?
Pay balance

Moving Policy

Can you move with system?
Undisclosed

Number of Reviews

User reviews here on BHSC
43

Overall Score

Based on ranking criteria
2.7 /10

Protect America

Compared to industry leader
9.0 /10

This Review is maintained by Chase Sagum

Review Last Updated: January 24, 2019

  • Equipment: Stanley Convergent Security Solutions is a provider of Sonitrol products and services. Sonitrol uses Honeywell security products in their security systems. A standard home security equipment package includes: keypad, motion detector, window/door sensors, key for, and yard sign.
  • Monitoring: Stanley Security Solutions also owns and operates its own central security station (monitoring center) that is UL and FM approved.
  • History: Stanley Security Solutions is the second largest security company, with over 75 offices nationwide. Stanley CSS, formerly HSM Electronic Protection Services Incorporated, obtained the recognition as the first national security company in the industry to achieve the coveted SDM Dealer of the year award.
  • Transparency: The company has poor online transparency. Important information such as monthly price, equipment/installation fees, and other policies cannot be found on the site. Additionally, the company only offers phone support—in contrast, many leading home security providers feature live chat, and other responsive support features to help new and current customers with any problems they might have.
  • Our Recommendation: Stanley Convergent is a large company that provides little public information to prospective clients. Based on the information that is available, we recommend looking into Protect America and Frontpoint.

Most Helpful Reviews From Stanley Security Solutions Customers

  1. User Score
    0
    Kim Burckhalter
    August 20th, 2018 Melbourne, FL
    I have never had a worse experience with a company and its employees (total lack of integrity, accountability, transparency, communication, concern for customer experience, etc.). If your experience is anything like mine, you will have to work very hard not to get taken advantage at every turn. Stay far away!Read More
  2. User Score
    0
    Marc Ugol
    April 27th, 2018 Fennville, MI
    We've had 6 different security companies across multiple homes. Stanley Security is the worst we have experienced. Faulty equipment, crummy installation, horrible customer service and they make it virtually impossible to terminate service without multiple phone calls, emails and forms to complete. There is absolutely no reason this company should be in business. Stay away!Read More

43 Stanley Security Solutions Reviews

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  1. User Score
    0
    February 13th, 2019
    0 people found this review helpful!
    Stanley hired a promotional company to sell via cold call. The call intrigued me as we are due for a new system. After explaining all the packages and we committed to one, they added a $199 cost to register our phone numbers with emergency response companies in our area. What???? Scam!! Stanley must be desperate.
    Read More
  2. User Score
    0
    January 22nd, 2019
    0 people found this review helpful!
    I have a commercial account for Stanley Security and if I could get rid of them I would have done it 10 times. The access control system is proprietary to Stanley and thus we are stuck with their terrible customer service. Most recently an access card reader was damaged in drive up lane approaching a parking garage entry. I was quoted $800 for replacement of the pedestal and repairs. We issued a PO in October. After many phone calls and requests for status updates Stanley finally replaced the pedestal in December and then proceeded to charge us over $3K. The repair, when they made it, they performed on overtime and are charging us us for the OT – I never requested OT, only that they get it done. Additionally they never contacted us about the increase over the quoted amount. After multiple inquiries regarding the overstated invoice, they refuse to honor their quoted amount.
    Read More
  3. User Score
    0
    January 6th, 2019
    1 people found this review helpful!
    Absolute worst customer service I have received from any customer service company.
    I changed my payment card and have called it in twice and sent numerous emails and now voice mails and they still have not made the change so they send me a collection notice because of their incompetence.
    Pretty sure I’m done with these guys
    Read More
  4. User Score
    0
    December 17th, 2018 Eugene, OR
    1 people found this review helpful!
    NO MONITORING FOR OVER SIX MONTHS !! AS WE CONTINUED TO PAY THE BILL HAD THE SERVICE TECH COME OUT, $200 TOLD US IT WAS THEM NOT US, CALLED CUSTOMER NO SERVICE NO HELP JUST RUDENESS.
    Read More
  5. User Score
    0
    December 12th, 2018 Eugene, OR
    1 people found this review helpful!
    I just got off the phone with this company, They had not monitored us for six months offered no reason for this, we had several reasons for our compliant, missed alarms low battery no calls from them what so ever, we tried several tests and they failed every one.their customer service is not. customer service hung up on me for asking the questions. We were customers for 24+ years We had .Stanley service come to our home and for $200 they told us everything was all OK .We are asking compensation for the paid service for six months of no protection.
    Read More
  6. User Score
    2
    November 6th, 2018 Oakland, CA
    0 people found this review helpful!
    Our company hired Stanley Security to install a security system in 2011. Initially the system worked fine, but within a couple of years, we started receiving false alarms for motion. The first few times, I got in my car during the middle of the night and drove 30 minutes to check on the property. After the 3rd false alarm, I simply told them to ignore the alarm when they would call waking me often in the middle of sleep. They came out and replaced one the motion detectors and it stopped for awhile. Then about 12 months ago, it started up again, but almost every night. They came out to adjust it, but it didn’t help. We stopped using the system over 6 months ago. The next technician that came out tried to tell us that it was our fault and that we were setting it off. Furious, I tried to cancel, but they continued to send bills. Then they said I had to fill out a form to cancel and are telling me that because of AUTO RENEWAL, that I can’t cancel for another 4 months. NEVER USE THIS COMPANY!
    Read More
  7. User Score
    0
    September 26th, 2018 Fort Worth, TX
    0 people found this review helpful!
    Very tricky cancellation
    Read More
  8. User Score
    0
    August 27th, 2018
    0 people found this review helpful!
    When calling to update my information, which included changing from a land line to a cell phone, Josee failed to advise my service would not work with a cellular phone connection. I realized after seeing an odd code on my alarm panel that something was wrong. Stanley Security was happy to take my money for the month that I was not connected though! I had to sit on hold for 30 to 45 minutes at a time until I could speak to someone. I was told a Supervisor would return my call, but that did not happen. As I continued to attempt to get my service re-connected, the charge for the service was incredible! I was placed on hold for too long, the company could not return my calls, Andrew the sales representative did reach out only to describe that I needed to call the loyalty program where I waited on hold for them to answer. The Customer Service is horrific! The recorded message says they record the calls for quality assurance purposes, but they do not actually record the calls. Remarkable! DO NOT PAY STANLEY SECURITY TO MONITOR YOUR HOME! Any other home monitoring is better than them. DO NOT WASTE YOUR MONEY OR YOUR TIME!
    Read More
  9. User Score
    0
    August 20th, 2018 Melbourne, FL
    1 people found this review helpful!
    I have never had a worse experience with a company and its employees (total lack of integrity, accountability, transparency, communication, concern for customer experience, etc.). If your experience is anything like mine, you will have to work very hard not to get taken advantage at every turn. Stay far away!
    Read More
  10. User Score
    0
    June 28th, 2018 Vail, AZ
    1 people found this review helpful!
    Watch out they will mail you a bill from 4 years ago. You have to prove to them that they were double billing you. Very sneaky move. I told them that it took me 3 hours to pull invoices from 2014 that were in storage. They didn’t care. It ended up costing their customer $225.00 to pay me, because I’m an independent contractor and it took that long to work on proving $3.28 was their error. Again, they didn’t care. Asked to be contacted from a supervisor and they wouldn’t get me one. Very bad customer service!
    Read More
  11. User Score
    4
    May 4th, 2018 Nutley, NJ
    1 people found this review helpful!
    After having their system in place for 25+ years, we had renovations on our house and wanted to get a system update. After 6 calls, I could not get one return call from their sales dept. They apparently did not need / want my business.
    Today’s technology allows for far more modern and less intrusive systems. They lost my business because they didn’t care.
    Read More
  12. User Score
    0
    April 27th, 2018 Fennville, MI
    1 people found this review helpful!
    We’ve had 6 different security companies across multiple homes. Stanley Security is the worst we have experienced. Faulty equipment, crummy installation, horrible customer service and they make it virtually impossible to terminate service without multiple phone calls, emails and forms to complete. There is absolutely no reason this company should be in business. Stay away!
    Read More
  13. User Score
    10
    April 22nd, 2018
    0 people found this review helpful!
    Timely and efficient installation. Good quality equipment. Very reliable. Customer and technical support are fast and effective. First level support by phone and if not resolved then tech sent onsite. Great payment and purchase plans.
    Read More
  14. User Score
    0
    March 12th, 2018
    2 people found this review helpful!
    Drivers and customer service are terrible. First off the driver’s of vans 16601, and 12041in the Charlotte area are reckless and don’t care about safety on the roads. They play some kind of stupid game on the road cutting people off and then slowing down so you pass them and then they do it again. They flash their lights at you and tag team you. I don’t get the purpose but I will say I watched them terrorize drivers from Columbia to Rock Hill and it was disgraceful. They put families in danger and probably some of their own customers. It is shameful. When I called to voice my concerns, I was hung up on. I called back and spoke to customer service rep. Lisa, who refused to help me speak to someone that could help me. She asked for my personal information. She was rude and unprofessional and again another awful employee. I guess this company just likes to hire jerks. Or maybe since I served this country my standards are too high! Drivers watch out if you see a black and yellow Stanley van flying down the road and don’t bother trying to reach out to the company, apparently it is not acceptable. Psh!
    Read More
  15. User Score
    0
    November 28th, 2017 Worcester, MA
    1 people found this review helpful!
    While Sonitrol itself is a great service, and unfortunately quite unique, I sincerely regret my push to have Stanley Security (the company that services Sonitrol in my area) come out and do an installation. Their subcontracted installer destroyed my new house under construction. I have holes in my ceilings and walls, they didn’t install all of the sensors in their contract, and they refuse to make any of it right. I would never in my life recommend Stanley Security to anyone in the future. If you’re interested in Sonitrol, be sure to look to see if an independently-owned Sonitrol franchise services your area. Do not go to Sonitrol.com as it will route you to Stanley.
    Read More
  16. User Score
    0
    October 6th, 2017
    1 people found this review helpful!
    we were not told that the contract renews automatically if we dont give notice to cancel 90 days before experation !!! not handled proffessionally nothing disclosed would not recommend.. a maintence charge what is that ? higher than monthly bill Ridiculous!!!!!
    Read More
  17. User Score
    1
    August 29th, 2017
    2 people found this review helpful!
    I had a horrible experience with this company. They offered no real service except to cost me money.
    Read More
  18. User Score
    0
    August 24th, 2017
    1 people found this review helpful!
    Devices are of very low quality. Within 8 months I had to call them for several troubles. Equirement they supply are very cheap quality, the service is very slow and if they do it from the first time. They oblige the new customers to sign for 5 years to garantie the client, never seen that with ADT and I regret my transfer.
    Read More
  19. User Score
    0
    July 22nd, 2017
    2 people found this review helpful!
    I have service with this company almost 3 years.. sometimes they bill double on my account. I try to explain about this issue and I am so surprise about their services. The representative yell at me. He does not care about who he is talking to.. unbelievable.. I have to cancel this service right away..
    Read More
  20. User Score
    0
    July 21st, 2017 Charlevoix, MI
    2 people found this review helpful!
    I had a Stanley black chrome ratchet that broke. Stanley replace it with a refurbished ratchet that obviously didn’t work very well and it wasn’t black chrome. Call thme again to see what they would do, I was informed I should shop a different tool company and there was nothing they could do for me. That’s not what I call a lifetime guarantee.
    Read More
  21. User Score
    0
    June 28th, 2017 IL
    2 people found this review helpful!
    If only we had read the reviews online prior to contracting. Worst possible customer service. Ever. And if they are negligent and unresponsive, etc. there is a clause in the contract that says they aren’t responsible for anything, even if they are negligent. Multiple policy stations are angry with us due to the abundance of false alarms, yet Stanley does almost nothing to fix.
    Read More
  22. User Score
    0
    March 1st, 2017
    2 people found this review helpful!
    The account manager continues to call our home asking for payment. We have the bill and it’s paid by date is three days from now . She just argues when you try to talk. We called customer service last night and were told that we did not know anything until March 4th. She has just called again arguing that we need to pay our bill. She said who ever we talked to last night did not know what they were talking about.
    Read More
  23. User Score
    1
    February 24th, 2017
    3 people found this review helpful!
    Terrible customer service. Despite five–count ’em, five–calls (and this was to upgrade my service to include glass break-in), the Sales Mgr here in Phx–Brian C–never bothered to return calls. Even his next-in-line admitted ‘it’ hard to get him by phone; try email instead.’ WHAT? Other CS people kind, (and certainly sympathetic, commenting anonymously that they’ve ‘had this trouble before, unfortunately’) but couldn’t help, didn’t have the ‘clout’ to reach higher Powers That Be…

    You cannot reach Anyone higher up to be pro-active, to help. What kind of organization is this?

    They never gave me the yearly ‘check-up’ they’re supposed to, either. Not in over 16 years my family was been with them.

    So unhappy, going to Cox, instead. Even when I’ve called to cancel an alarm (the same number as when reporting a break-in), put on hold! Could’ve been attacked by now, I’ve said…

    Read More
  24. User Score
    0
    January 30th, 2017 Columbus, OH
    1 people found this review helpful!
    I don’t know about Stanley across the country, but in Columbus, OH they are terrible. Dealing with their service is my worst nightmare. They take forever to show up and then they frequently send someone who is unfamiliar with the system and runs up a big bill spending time trying to get help over the phone. Meanwhile, our system is down and we are unprotected and get calls in the middle of the night, night after night, from central station telling us our system is down or not communicating. Wouldn’t you think of all the various service business that providers of your burglar and fire security would provide prompt service? Currently, I have been waiting three weeks for an upgrade to a cell phone communicator. I am without protection and the keypad buzzes every hour and has to be reset.
    In addition, they always try to bill for work done on systems with service contracts. I send a nice letter in response, but they keep billing and threatening.
    Read More
  25. User Score
    0
    December 30th, 2016
    1 people found this review helpful!
    After 6 months of waiting for the installation to begin – I pulled the order and went to Vector Security
    Read More
  26. User Score
    0
    December 20th, 2016
    2 people found this review helpful!
    I’ve used Stanley security’s twice. I can actually say I’ll never use or refusal them to anyone. I should of never hired them the second time but as a business owner I understand things happen. It’s been over a month & I still don’t have working service not to mention the hack job the left. Horrific experience. Very unprofessional.
    Read More
  27. User Score
    0
    November 28th, 2016 Atlanta, GA
    3 people found this review helpful!
    I tried repeatedly to initiate service because I have it at one of our other homes. I have always known Stanley CSS’s customer service to be horrendous, but their monitoring made it worth it (almost instant alarm responses). I just bought a home in Georgia and have submitted FIVE requests for new service establishment (2 via a phonecall and 3 via their website) and have never heard back. What absolute nonsense. It’s like they don’t even want customers!
    Read More
  28. User Score
    0
    November 22nd, 2016
    3 people found this review helpful!
    After 22 years of service I have decided to cancel my services with Stanley Convergent . Just a call was not enough, I was made to submit cancellation form. Two weeks after that I get an email saying that they cannot cancel their services, as apparently there were two authorized BY ME users on the account from over 20 years… my diseased Mom and old friend, whose whereabouts I lost. My request to cancel that MY authorization did not work!

    Guess what – I CANNOT cancel my services now, I cannot stop paying for it… they call it customer retention, I call it abuse and blackmail!

    Stay away, or you can never leave! The worst customer service ever, and that after 24 years with them!!!

    Read More
  29. User Score
    1
    October 17th, 2016 Cleveland, OH
    2 people found this review helpful!
    I have had the worse experience dealing with this company. Their timing consist of whenever they feel it necessary to get back. Leaving messages for the same people everyday with no answers. All of the dispatchers have the information in front of them and they still don’t now anything. There is a huge disconnect with Corporate and managers and the consumers. We have had this service for several years and we need an upgrade you would think that they would be helpful in making this process a smooth one.. Technicians come and tell us that they cant fix the problem because it will be too much work.. What kind of customer service is that. Would love to change companies but we would need to change a lot of things because everything is interconnected.. I do understand we are not the only company they service but that is why they have so many locations and a month is over-kill
    Read More
  30. User Score
    0
    October 4th, 2016 Lilburn, GA
    1 people found this review helpful!
    Worst company to deal with. Bad service, rip off. Check other company before signing up with Stanley
    Read More
  31. User Score
    0
    February 13th, 2016 Olin, IA
    4 people found this review helpful!
    Have had this company for 22 years since it was Honeywell and the customer service gets worse every year. Upgraded our system for $2000 and nothing but problems with equipment since. The “last straw” was a “technician” replaced a battery in a glass break sensor and I got charged $200 for a battery I could have changed myself if they had told me that is what it was. NOW the same equipment error shows up, I cannot clear it and they want to charge me AGAIN for a service call to try to fix the same problem!!! The service manager is an arrogant idiot who does nothing but talk down to customers. The rest of the customer service is “if you don’t like our service, TOUGH” They could care less about “customer service” Moving on to a new provider and new equipment that is “plug and play” and NO TECHNICIANS OR SERVICE CALLS NEEDED and lifetime equipment warranty!!!
    Read More
  32. User Score
    0
    November 5th, 2015 Newtonville, MA
    7 people found this review helpful!
    I have been quite concerned that my service price has dramatically risen. I was asked to pay 153$ per month when other companies offer less than one third of this. In addition, I was expected to pay for the whole year up front — about $1,850. I have not been able to determine why my service is so expensive. I have been trying to cancel my service since July 2015 and have sent in two cancellation forms. They are still being “processed.”

    Received an e mail today asking if I would like to cancel all services or just some of them. Was surgprised to get this as I have had multiple conversations and sent multiple e-mail stating our desire to cancel everything as recently as today.

    I also asked for a break down of my charges and was surprised to find things that I never requested or agreed to pay. I have attmepted to get an explanation of the charges and have not received as of yet.

    I currently have Frontpoint with which I am quite happy. The customer service is excellent and available 24/7. The system is excellent and I like the smart phone app features.

    If one is considering Stanley — Let the buyer beware.

    Read More
  33. User Score
    0
    October 29th, 2015 North Andover, MA
    8 people found this review helpful!
    I have Stanley Convergent Security Solution since 2009 and paying the Monitoring charges every year.
    In 2013 I had the technician come to my house, replaced batteries, reprogram codes into the system main panel and the power supply for motion. After all this work everything was suppose to be in working conditions.
    What he did not mention at the time was that my system was too old for Stanley Convergent to monitor it. The excuse the office in Boston gave me was that since Comcast replaced the telephone system they could not received the signal when the alarm was triggered so the police could not be advised.
    Comcast replaced the system in 2011, and the technician from Comcast that came this morning to my house said that Comcast prioritized the telephone rotary system to be able to connect to my Alarm Company.
    After several phone calls I was unable to get a satisfactory answer of why was I charged a yearly premium all these years knowing that you could not provide the service you implied in your yearly Invoice.
    Read More
  34. User Score
    3
    September 9th, 2015 Jacksonville, FL
    6 people found this review helpful!
    I recently had Stanley install 5 cameras to my site. As for the installation goes it was a excruciating, 5 weeks from start to finish. What camera didn’t work, what switch failed and who didn’t ship it when it was supposed to ship. Finally after almost 6 weeks of excuses we were up and running. Now 1 week later no one can communicate with my cameras. Tech support seems clueless and the runaround continues. I would seriously give second thoughts to using them.
    Read More
  35. User Score
    0
    September 2nd, 2015 Salem, OR
    7 people found this review helpful!
    They were supposed to monitor my storage system and call when the batteries were low on the system. turns out the batteries have been dead for six years and Stanley never called but sure did take their monthly payment. HORRIBLE COMPANY.
    Read More
  36. User Score
    2
    April 30th, 2015 Laveen, AZ
    10 people found this review helpful!
    Well, the system was existing but had been installed, monitored and maintained by Stanley for many years. When I bought the house I had them come out and after a quick review provided an estimate of $325 to get the system up and working. They did note that it was old though, but for that price I gave the ok. The service tech ran into some issues and before i knew it my service bill was more than $800.

    Not too long after that the system started giving false alarms. After multiple attempts to try different means of bypassing certain zones, it became apparent that the system was completely toast. I called Stanley up and cancelled my service. At that point I was told there was a Balance of Contract amount due. When I told them that the system did not work and pretty much had never worked since the beginning, I was told “there is still the balance of contract owing”. I completely understand that if there was a functioning security system in the property they would require me to pay on the contract, but the fact is I spent a lot of money—several times more than original estimates (for a system they had maintained)—and had NOTHING to show for it but a big balance of contract sum due.

    I would give the sales person a “0”–misleading
    I would give the tech person a “1”, since he knew the system.
    I would give the monitoring call center people a “9”
    I would give the customer service people a “0”

    Stay away.

    Read More
  37. User Score
    0
    April 21st, 2015 Madison, WI
    1 people found this review helpful!
    Horrible, terrible company. DO NOT EVEN consider using this company.
    Read More
  38. User Score
    0
    January 26th, 2015 Miami, FL
    7 people found this review helpful!
    It’s a scam they charge me $2,200 for installing a keypad, 2 motion sensors and 2 door sensors, this didn’t include the equipment. The sales rep told me that was the sum of the contract and that it will be split in 5 years, the I received an invoice charging me the amount only for installation. Who in their right minds will pay $2,200 for installing such a small system? When I try to fix this the sales rep called them and then told me he quit the company. They got me fooled but I will post this review anywhere I can so no one else fall for this, worst company evef no integrity and their customer service treats you really bad. Watch out for this scammers!!!
    Read More
  39. User Score
    1
    January 21st, 2015 Montebello, CA
    8 people found this review helpful!
    I am very disappointed in the service of Stanley Covergent, whom have tied my company into a contract, which has us in hostage until 2017. It, takes months for Stanley to send out a technician to come out for service. I had put a call on equipment and the tech showed up four months later and still were not able to repair the old dvr recorder, which they wanted to charge the company for and now we still have no security, mind you our R.V lot still have not yet received the rest of the camera equipment since we put the order in just over two years ago. I am so disappointed in big business who feel as if their customers are not worth the time or care to be considered of. after Stanley contract is up, we will stick to a Company that cares about their customers.
    Read More
  40. User Score
    9
    November 16th, 2014 Portland, OR
    1 people found this review helpful!
    No problems in many years.
    Read More
  41. User Score
    1
    August 12th, 2014 Suwanee, GA
    4 people found this review helpful!
    Stanley Convergent is a total rip-off. terrible customer service and a very annoying lady “Charmaine” in their customer service dept.

    Pathetic customer service and wont miss out on a single opportunity to take your money.

    Read More
  42. User Score
    10
    March 27th, 2014 Eugene, OR
    1 people found this review helpful!
    Over the years, we get calls at 2am, to notify us that our smoke alarm’s battery needs to be replaced. 2am! Not just once, every time over the last several years, it’s a call from Stanley Security at 2am!
    Read More
  43. User Score
    10
    March 4th, 2014
    2 people found this review helpful!
    Good products great service
    Read More

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Our Score
2.7
User Score
1.3
Rank this Company

Ratings Breakdown

Price

Cellular monthly payment
Undisclosed

Up-Front Costs

Activation, Install & Equipment
Undisclosed

Technology & Equip.

5/5 = BEST
3/5

Contract Length

Total # of months
Undisclosed

Cancellation Policy

Can you cancel contract?
Pay balance

Moving Policy

Can you move with system?
Undisclosed

Number of Reviews

User reviews here on BHSC
43

Overall Score

Based on ranking criteria
2.7 /10

Protect America

Compared to industry leader
9.0 /10
Our Score
9.0
User Score
7.8
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
2,314

Overall Score

Based on ranking criteria
9.0 /10