Stanley Security Solutions

Stanley Security Solutions

2.6

Our Score

1.2

User Score

Stanley Security Solutions offers 24/7 monitoring to small and large businesses. They do not offer home security at this time. If that is something you are interested in, we recommend viewing our top home security companies here, or in the comparison chart below.

Pros

U.S. and Candian Licensing

Stanley Security is unavailable in the following US states unavailable in 9 U.S. states: Colorado, Indiana, Kansas, Maine, Missouri, Nebraska, North Dakota, South Dakota, and Vermont.

The company is available in Canada under Stanley Canada Corporation in the following provinces: British Columbia, New Brunswick, Newfoundland and Labrador, and Quebec.

Cons

Unknown Pricing and Equipment Used

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.

Negative Stanley Security Reviews

Overall, Stanley customers rate the company at an average of 1 out of 10 on BestHomSecurityCompanys.com. Below is a summary of the most common complaints:

  • Poor customer service - difficulty getting questions answered
  • Unable to get ahold of customer service
  • System breaking and upgrades needed
  • False alarms

Our Recommendation

For those interested in commercial security, we recommend contacting Stanely Security for a quote and reading through the contract before making a decision. However, for residential home security, we recommend looking into Protect America and Frontpoint.


About Stanley Security Solutions

Stanley Convergent Security Solutions is a provider of Sonitrol products and services. Sonitrol uses Honeywell security products in their security systems.

Below is a list of the security services Stanley Security offers:

  • Video alarm
  • Thermal perimeter detection
  • Intruder resources
  • Solutions center
  • Cloud access
  • Control system
  • Video survelliance
  • NIMBUS Cloud Video
  • Fire detection
  • Data analytics
  • Retail loss prevention
  • Active shooter detection
Ratings Breakdown
Monthly Monitoring Fee Undisclosed
Install & Equipment Fee Undisclosed
Contract Length 36 Months
Cancellation Policy Pay balance
System Relocation Fee Undisclosed
Number of Reviews 55
Review Last Updated: January 17, 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.

55 Stanley Security Solutions Reviews

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3. Review Validation:

0

Score

Kari San Jose, CA

Jan 3, 2020

This is a horribly managed company; it's so incredible hard to do anything with them. Been a customer for over 20 years as we were grandfathered in from a different company. I just recently canceled my account with them. First of all, they are extremely overpriced when compared to the alternatives. Secondly, their customer service is atrocious. Our system started beeping regularly during business hours (it's by the front door so customers could clearly hear it). We called to have someone out to look at it. They wanted to originally schedule a tech two days out. That obviously doesn't work because we're a running business and it's literally beeping very loudly in our show room. Told them we need them out before noon (this was first thing in the morning around 8:00). They said okay and sent a guy out. Turns out when I switched phone companies the line for the security system didn't get switched over. We told the tech guy we'd have Comcast back out to fix it as it was they're job that they messed up; Tech guy said no he could take care of it quickly and that he'd just fix. I was then charged $607.00 for this service call!!! The problem is we've had tech calls EXACTLY like this within the last 3 years for the same issue (alarm was constantly beeping) and were never charged. Apparently the call was escalated to an "emergency" call which is not covered on our plan when we insisted someone be out same day. But it was done so without informing us that it was being escalated or that it would cost additional to have a guy out so soon. This all happened in October. I received the bill in November which is the first time I realized they charged me. I called to dispute it and opened a case. In the meantime they charged my credit card to pay that invoice as well as another 4 month premium for Dec-March AFTER I had removed my credit card from the autopay system and turned auto-pay off. So they unlawfully charged my card and they charged it for an invoice that was in dispute. After that I was extremely upset and wanted to cancel my account. Normally you have to give 60 days notice but because of the longevity of my account that requirement was waived, however, their online cancellation form would only let me put a date 60 days out. I went ahead and submited the form and then imeediately called customer service to have them manually adjust it for my subscription to end Nov 30th so that I wouldn't have anything more to pay and they would now owe me a refund for the full premium they unlawfully charged to my credit card for the period Dec-March. So now they owe me around $1100 (the 4 month premium as well as the service call charge that was not disclosed). I submitted the cancellation request first week in Nov. I called first week in Dec to make sure the account got cancelled and was informed that the form was not updated and it still had the original cancellation date in Jan. The rep said he fixed it and back dated the cancellation to Nov 30th. By January 1st I had still not heard ANYTHING from them regarding the refunds/dispute cases even after leaving multiple voicemails and emails to the supposed representatives who are in charge of handling my cases about every two weeks. Jan 3; I just called again to make sure my account was cancelled and check on the status of things and see if I can get a hold of someone. Turns out my account was cancelled but it was cancelled on the day that I called in Dec which was the 9th. With that they did apply a credit to my account for the service range of the Dec 10-March however they are charging me for service the 1s-9th as my subscription wasn't cancelled until the 9th. I finally got a hold of the person who is supposed to be in charge of issuing me a refund and he said he will try to get the whole premium (Dec-March) refunded to me and that he still has to send the case for the service call dispute to someone else to approve or deny. I am simply blown away by the absolute disregard for customer service, accountability and orverall lack of management in this company. I honestly don't understand how they are even still in business with how dysfunctional they are. Still don't have my $1100 back!

1

Score

Brad Goodwin

Nov 1, 2019

When I first got it they had a city representative in Edmonton now he's gone absolutely the ships to get ahold of somebody

0

Score

nora garcia

Oct 30, 2019

Just found out that I have not had security service for a month. Stanley never informed me. Trying to get service has been calling one #after another.

1

Score

Deb

Sep 16, 2019

The phone number provided on the bill is for a series of advertisements, insurance, senior dating, etc., so you cannot contact them. The alarm, that we pay a high monitoring fee for, went off today and I waited and waited and waited and waited for their call. It never came. I was afraid that they had sent it directly to the police, but that didn’t happen either. Does not make me feel safe at all.

0

Score

Syed Hussain Fort Lauderdale, FL

Aug 21, 2019

i have sonitrol from stanley security for about 15 years and i hate it. only reason i still have sonitrol is becuase i dont know of any other security company that provides audio alarm. if you can find another company that offer same service as sonitrol then go for it. you do not want to deal with there customer service, billing or technicians. un professional, rude and a ripoff. you will never be able to find a supervisor or manager to compliant to.

0

Score

Jordan

Aug 8, 2019

Same thing as everyone else. I’ve called numerous numbers, I’ve clicked “1” for service only to be redirected back to the main menu as it was disconnected. I’ve talked to 1 person who said they’d call back, no one has since. So I called. They said they’d call back in 1 hour or 2 maximum.. it’s been 4.5 hours since then. So an hour ago I called again and went to the National Service Dispatch or whatever... I got a guy who tried to help, I was put on hold for 20 minutes... he came back and said “I’ll call you back in 2 minutes, I swear: I’m figuring stuff out for you”. It’s been 40 minutes. Absolutely horrible company. If I could give less than 0, I would.

0

Score

Arthur Thompson

Jul 3, 2019

The service from Stanley for me is non existent, I have spent all morning on the phone being told that my call will be the next answered, for 4 hours. The only call answered was reporting a false alarm event. None of the other departments answered the calls.

10

Score

Charles Onderdonk

Jun 10, 2019

Amazing business integration with our existing system. They find a way to make it work, there is a reason that huge companies use their systems. The alarm, cameras and access control work flawlessly. It seems like a lot of these negative complaints are from residential customers, not from large businesses, which is what Stanley does remarkably well. Some people will find a way to complain about everything.

0

Score

Laurie

May 6, 2019

After using them for a year, and lots of billing issues during that year, I had to contact them as the door lock was not working and I did not receive a key when first installed. So they finally came out and fixed that part then the keypad did not work, so now I have been calling daily to get this resolved. No luck so far....and can't get hold of anyone to cancel contract although I feel they have breached the contract by no service, Also the batteries have to be replaced every couple of months Furious

0

Score

mark

May 2, 2019

stanley bought my local company, had my first customer service experience friday. spent one and a half hours, spoke to seven reps and could not get question answered.

0

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Vickie Overbey Chesapeake, VA

May 1, 2019

. I had Stanley for over 15 years. I had a maintenance agreement which was not the norm for residential service. When they came out for a repair problem I was advised the battery did not need changing. Over the last few years when I accidentally set the alarm off I called to cancel it. I was advised I had put the code in fast enough not to activate a report to them. This happened a few times. When I was unable to get to the panel quick enough to stop the alarm no one called me. When I contacted them I was told they had not received an alarm from my residence for years. When I explained I usually am able to put in the code before they get the signal. I was advised they receive the alarm instantly. He advised my system was old and they would need to replace it. I cancelled my service. It’s been over a year and I have not received a check for the months I had paid for but not used. Everyone I talk to is nice, offer to refer it and that’s where it stops. NO REFUND.

0

Score

Katlyn

Apr 15, 2019

Stanley used to be one of the best, sadly they have become absolutely terrible to work with. They do not call fast enough anymore, most of the time an employee in the business next door calls to let us know an alarm is going off before Stanley does. And even then, we usually have time to drive all the way back and disarm it as needed BEFORE they call. That’s much too late if it had been a robbery. The customer service sucks, the employees are stupid and need to learn how to read notes, and actually look at the persons account. Every time we need a service call it’s the same old sorry it’s Friday but we’ll be there Monday. Wrong, we pay for 24/7 assistance you’ll be here today. Then it’s let me talk to a manager, oh sorry you’re right. Every. Single. Time. Last time one came out he had to find a ride because he was drunk and couldn’t drive. (Glad he didn’t drive, but really a drunk guy coming to fix a security system is not acceptable) Next issue as of lately, there will be NO CALL at all when an alarm is going off. We call them and ask why, apparently it “wasn’t that important of one, we’ll add to your notes to call on anything”. Well they already added that to notes the last ten times they didn’t call. They need to step it up we’re looking to switch and we’ve been with them for about 30 years now. Sad to see how down hill the company has gone, they don’t seem to care at all about the security of their customers or listen to the concerns. Train your employees better, find someone that isn’t drunk to go to a service call, if you’re not able to call for 20-30 minutes to let someone know an alarm is going off HIRE MORE PEOPLE.

0

Score

Arla

Feb 13, 2019

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.

0

Score

Kathy Leming

Jan 22, 2019

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.

0

Score

Dylan Lowry

Jan 6, 2019

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

0

Score

Ken smith Eugene, OR

Dec 17, 2018

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.

0

Score

Ken smith Eugene, OR

Dec 13, 2018

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.

2

Score

Randy Larsen Oakland, CA

Nov 6, 2018

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!

0

Score

Texas Fort Worth, TX

Sep 26, 2018

Very tricky cancellation

0

Score

TAMMY LESS

Aug 27, 2018

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!

0

Score

Kim Burckhalter Melbourne, FL

Aug 20, 2018

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!

0

Score

Shannon Jackman Vail, AZ

Jun 28, 2018

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!

4

Score

Grey Zeien Nutley, NJ

May 4, 2018

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.

0

Score

Marc Ugol Fennville, MI

Apr 27, 2018

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!

10

Score

Andrew Nafekh

Apr 22, 2018

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.

0

Score

Sierra Curtis

Mar 12, 2018

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!

0

Score

Travis Worcester, MA

Nov 28, 2017

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.

0

Score

ben

Oct 6, 2017

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!!!!!

1

Score

Zack

Aug 29, 2017

I had a horrible experience with this company. They offered no real service except to cost me money.

0

Score

Dimitri

Aug 24, 2017

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.

0

Score

lee

Jul 22, 2017

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..

0

Score

Gg Charlevoix, MI

Jul 21, 2017

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.

0

Score

Niki Schaumberg IL

Jun 28, 2017

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.

0

Score

Beverly Karnath

Mar 1, 2017

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.

1

Score

Jane Ehrlich

Feb 25, 2017

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...

0

Score

Solly L Yassenoff Columbus, OH

Jan 30, 2017

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.

0

Score

JP Edwards

Dec 30, 2016

After 6 months of waiting for the installation to begin - I pulled the order and went to Vector Security

0

Score

Donald Pike

Dec 20, 2016

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.

0

Score

Travis R Atlanta, GA

Nov 28, 2016

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!

0

Score

Mark Statnikov

Nov 22, 2016

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!!!