Stanley Convergent Security Solutions

I moved to a new location and the prior owner used Stanley Security so we continued to use them as a service. But that did not last long. After only a few months the 'call back' component of our security stopped working. Pain point # 1: when you call in for help I was transferred a few times and provided different contact names. Pain point #2: the message from Stanley was that my phone line was unresponsive, yet it was unknown why (note: i could call and get my VM). they asked about routers etc and we went thru all of that. then they wanted $140 for an onsite repair. (Pain point #3) I communicated no as nothing has changed and that seemed a bit high. I asked to cancel. I was transferred a few times. then I was asked to fill a form and submit. (pain point # 4). Then had to pay for another 2 months due to contract termination. (pain point #5). In theory, the calling component of my service probably never worked the duration of my usage of Stanley. Just the alarm..which I dont need service for. Pain Point #6.. I paid 1 bill...submitted my termination form and then received another bill. Of course I called a few times..it was difficult to get a hold of the right person. Once all of this was settled, I called and emailed as I wanted confirmation my account was 100% closed. Again, no response to my emails and had to call twice. Bad service...not very professional. A waste of money. I question the ethics of this org. They lack integrity..

We had a home security system, and were selling our home, so cancelled this service, using the written cancellation form required by Stanley. That was in August. Since then, we have received three bills from them. Each time, I call and tell them we cancelled our service. They agree, and say they will make sure it gets taken care of. Then, the next month, we get another bill. Now they say they are sending us to collection -- for a bill we do not owe on service we cancelled. They are completely incompetent and unprofessional. I would never do business with them again and would never recommend them to anyone!!

They don’t have service technicians available, they overcharge for services. Then they billed us $400 for the repair, which was absurd. My husband sent them a formal letter complaining, but there's been no response.

We were told from Stanley that the problem was not their fault and that we should talk to the phone company. The phone company (Comcast) said they would not and could not continue to support technology from the 1950's. We asked for a quote for a new digital security system from Stanley and were quoted over $1500. We asked Stanley to waive the installation of the new system as it was no fault of ours that the system no longer worked, we would continue with our monitoring contract and besides, they were not delivering the promised service. No go. We cancelled our monitoring service and received a cancellation charge of over $600. We tried to work with this company (they are not local anymore - use to be Honeywell - and are super difficult to deal with and no customer service) to waive the fee, after all, we had been long term customers. No go. We requested a waiver of the cancellation fee. We waited and waited for some response from 'higher up' and called back to find the person we had been dealing with had left the company. Round two. The second person said she would have to send it to the "team" that made the decision. A process that started May 3rd was now into July. While we were waiting once again for someone to respond to our request to waive the cancellation fee, the bill was sent to a collection lawyer. We have given in and have decided to pay the termination charge. When the collection lawyer added another $100 dollars in collection fees we threatened to delay paying until we got the collection fees waived. We are angry, disappointed and so very tired of this company. Buyer beware!

If something is wrong, they can call me on the telephone. I called them, and they came in. They did not charge me for fixing another window. They sent on some signs to me to change it to theirs. They change out the one on my window. They would come out no matter where they were. They would come here or else call on my telephone. I never had any issues about, they coming out and fixing the problem I had.