Direct Alarm

It went fine. Their technician was very good. They transferred my existing contract from another date. The quality of their work was very good.

I have been a Direct Alarm customer for 7 years and due to many false alarms by the inside motion detector that started happening when I was out of town, I contacted them to upgrade my system to allow me to manage it remotely and to add a few bells and whistles. I was told that I would need to speak to the lead salesperson, Dave Dunson, who also happened to be one of the 3 owners of the company. After calling back to the office multiple times over a 2 day period when Dave didn't call as I was told he would, I finally got Dave on the phone to let him know what I wanted to do with my system and to get pricing. Since I wanted cameras installed and to be able to control my thermostat and lights as well remotely, Dave said that he would have to come out to my house to see it and design the system for me. He said that those pieces would require equipment upgrades and he gave me the prices of everything except the pieces he had to "design" (cameras, thermostat, light controls). He said the thermostat would be at least $285 depending on the unit recommended and the light controls would be at least $115 each depending on the units recommended and my monthly bill would go up about $8 when I added those features. He couldn't tell me anything about the price of the cameras without coming out. He said that my monthly price would go up as expected (from $9.95/mth to $39.95/mth), and told me that I'd have to pay the $150 service call fee to get the wireless communicator required installed and to sign a 3 year contract. He said that he'd have Shelly call me to schedule the appointment for him and the technician that would do the work. That appointment was scheduled for Monday 6/17. The technician that showed up was named Alan and was unprofessional from the moment I opened the door. He came alone and said that Dave wasn't coming. He also told me that he didn't have to give me the new unit Dave told him to install because it wasn't needed. He also refused to take and honor the coupon that the company had given me that allowed me to take $50 off of the cost of the $150 service call fee that both Dave and Shelly told me I'd have to pay. He called the office and supposedly spoke to Dave to tell him such but was advised to proceed with putting in the unit. He spoke with Shelly the office manager about the coupon and Shelly said that all of a sudden the $150 I was to pay would be for the wireless communicator itself (plus the $39.95 fee for July monitoring) and the coupon didn't apply to equipment, only service calls. Then to top it all off, the technician was expecting me to sign the 3 year contract without Dave being there to tell me how much the components I wanted added (the whole point of getting the wireless communicator/alarm.com unit installed in the first place). When the tech told me that I had 3 days to rescind, I told him that would be great since it would hopefully allow time for Dave to resolve everything since I hadn't spoken with him since he'd told me the plan and given me the prices. The tech said he was "obligated to let the office know that I planned to cancel the contract after making him install it". I didn't tell him that but he went outside to make the call to the office. When he finished the call, he came back inside and told me that the office told him not to do the installation at all and to leave. Instead of continuing to have him play middle man and pass messages, I called the office while he was leaving my home. Shelly said that she told him to leave because he told her that I was going to make him install the unit and then come back out to remove it in 3 days because they wouldn't honor the coupon. I said no such thing and told her that. She apologized and said that she should've spoken directly with me and not allowed him to integrate himself into the business dealings I had with her and Dave. Between that phone call and the following Monday when I still had not heard back from them about scheduling a totally new guy to come and complete the install, it was decided that they wouldn't upgrade my system at all and would just allow me to cancel my account with them completely after 7 years. I called the office on 6/24 after not hearing from them only to have Shelly tell me yet again that Dave was supposed to have called me and told me himself which of course (just like how the whole situation started) he did not. I told her not to worry about having him call me because I was just going to take my business elsewhere entirely. I've been with this company since they truly costed $4.95/month and didn't even have a website. I've referred many customers to them over the years without even so much as a referral bonus. The price steadily increased and the quality of service steadily decreased. If you want a company that treats you they truly value you as a customer and honors their commitment to service and pricing, pick any company other than Direct Alarm.

Direct Alarm Technician, Brian, arrived the following day and did a very through job of wiring the house for the alarm system. He spent all day here, crawling all over our attic laying the wires. The system works very well too. The few times that we accidently set off the alarm, their call center called right up and asked for our password. Once we left the dog in the house and forgot to disable the motion sensors. They sent the police over. I am very happy with the service they provided and would recommend them to anyone.

Tech was very professional. Arrived early and reprogrammed my alarm to work with Direct. Explained procedures and tested alarm.

Direct has very nice, professional employees and I feel much safer knowing they are always monitoring my home. When I need work done, the workmen are always prompt, friendly and reliable. They go right to work and are finished quickly. Of course best of all, I love the low monthly rate!

Direct alarm was supposed to reprogram, test and monitor my existing security alarm system. Their technician came to my house to reprogram and test my alarm system. They told me it's reprogrammed and tested. After 2 years of service my house was broken into and was burglarized because the alarm never been reprogrammed properly by direct alarm and never been monitored. I contacted Danny Dunson about it and after complaining to them many many times he told me I will get a full refund of the programming fee and the monitoring fee but I never ever received a check from the company.