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#100
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Stanley Security Solutions

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Our Score
2.7
User Score
1.4
Our Score
2.7
User Score
1.4
Rank this Company

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

48

This Review is maintained by Chase Sagum

Review Last Updated: May 21, 2019

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

7.8
$19.99-42.99
$0

#2

7.0
$34.99-49.99
$99

#3

4.7
$29.99-45.99
$99

#100
Stanley_logo

1.4
Undisclosed
Undisclosed

  • 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.

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48 Stanley Security Solutions Reviews

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  1. User Score
    10
    June 10th, 2019
    0 people found this review helpful!
    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.
    Read More
  2. User Score
    0
    May 6th, 2019
    0 people found this review helpful!
    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
    Read More
  3. User Score
    0
    May 2nd, 2019
    0 people found this review helpful!
    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.
    Read More
  4. User Score
    0
    May 1st, 2019 Chesapeake, VA
    0 people found this review helpful!
    . 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.
    Read More
  5. User Score
    0
    April 14th, 2019
    1 people found this review helpful!
    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.

    Read More
  6. User Score
    0
    February 13th, 2019
    2 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
  7. User Score
    0
    January 22nd, 2019
    1 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
  8. User Score
    0
    January 6th, 2019
    2 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
  9. User Score
    0
    December 17th, 2018 Eugene, OR
    2 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
  10. User Score
    0
    December 12th, 2018 Eugene, OR
    2 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
  11. User Score
    2
    November 6th, 2018 Oakland, CA
    1 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
  12. User Score
    0
    September 26th, 2018 Fort Worth, TX
    0 people found this review helpful!
    Very tricky cancellation
    Read More
  13. User Score
    0
    August 27th, 2018
    3 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
  14. User Score
    0
    August 20th, 2018 Melbourne, FL
    2 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
  15. 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
  16. 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
  17. 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
  18. User Score
    10
    April 22nd, 2018
    2 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
  19. 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
  20. 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

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Our Score
2.7
User Score
1.4
Rank this Company

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

48
Our Score
9.0
User Score
7.8
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$19.99-42.99

Install & Equipment Fee

$0

Contract Length

36 Months

Cancellation Policy

Pay Balance

System Relocation Fee

Free

Number of Reviews

2,370