ICON SECURITY INC

I've had 5 technical visits for them to fix it within a 3 month period. Each time it didn't work. They were very hard to get ahold of and get someone to come out. The customer service was horrible. It has been a month since they came out last time, but it has worked since then. I know they've had lots of other complaints, it was on the news as well.

The salesman arrived around 6 p.m and did his sales pitch to my wife. I was out of town, so she called me and asked if I'd be interested in having the company replace our current system with their system and switch our monitoring from the company we were using to a competitor. I talked to the sales person at length about the system, the terms, etc. and decided to go ahead and make the switch. They had a technician over that evening and he disabled the existing system, installed the new panel, connected the wireless transmitters to the existing wiring for the doors and windows, replaced the smoke detector upstairs with their wireless transmitting detector, and replaced our attic heat sensor. When I returned to town, we had a few glitches with the system (alarm kept going off when we entered the house and once we had a hard time arming the system because a zone wasn't ready). The first issue was due to a misunderstanding on how the system should be armed. This was an easy fix. The second issue was a little more complicated, as they had to come back and put a wireless transmitter on each door's wiring. This allowed each door to be a separate "zone" on the system, so if one door was open, you could tell which door that was, instead of all the doors being lumped into one "zone". Later that evening, we tried to leave. We armed the system, then opened the door. The alarm went off. We couldn't leave through any of the doors, as the alarm would go off each time. I called the installer and we were able to resolve the issue over the phone. A couple of days later, I get a phone call from the monitoring company saying I had a fire alarm going off. I checked and it was the attic sensor. We didn't get the call canceled in time, so the fire department showed up. They checked everything out and there was no fire. The alarm in the attic kept going off, so I called their tech support. They were no help. I climbed in the attic, removed the battery from the detector so it would stop beeping and decided to remove the detector from the attic. Upon further inspection, it was actually a smoke detector that wasn't rated for attic temperatures. It was an "inside" smoke detector -- not an attic heat sensor. I've since found out, they were instructed to put those in the attic, as they don't have a true "heat sensor" compatible with their system. I called tech support to have the device removed from the alarm, as it was showing a "fault" status. They couldn't tell me how to do it and it meant a service call. I went through the menus and removed it myself. Overall, it is a nice system, with cool features (other than no attic heat sensor), but their service and support is very lacking. Their installers and sales people are doing this as summer jobs -- much like the old encyclopedia salesmen. Oh, they also said my monitoring would be handled by company "X", but I've found out that is not the case. Seems like a bait-and-switch to me.

When Icon representative Bryan Gremillion came to our house at the dinner hour he mislead us by suggesting that he worked for our security provider, our current security system provider. It wasn't until my husband agreed to switch to the upgraded system and Mr. Gremillion began to suggest that he would be switching not only to another system, but to another security provider that we realized we were being "slammed" into switching systems. My husband works in the evenings, so had to leave, and left me with Mr. Gremillion to complete the paperwork. Mr. Gremillion said that he would contact our security provider to let the company know that we would no longer be utilizing their services. Mr. Gremillion then asked me to speak to an Icon representative on the phone who told me that it was up to my husband and me to cancel our agreement with our security provider. When I told the person on the phone that was not what we were told, Mr. Gremillion wrote on a piece of paper that we were discontinuing our service and asked me to sign it. He said he would fax it to them that evening, then he said a technician would be installing the system THAT EVENING! The young man did not know what he was doing, and two hours later still had not completed the job. He had to come back with veteran techs the next day, but once they left, he still didn't know what he was doing, and took two hours to do what was promised to take only 1 to 1 1/2 hours. Also, the discontinuance was never faxed. We feel we were misled and lied to by a very aggressive salesman and sold a bill of goods by them. I would NOT recommend this company to anyone!