Gaylord Security Authorized ADT Dealer

This is more a review of the customer service than the alarm responsiveness itself, which has been fine. There seems to be a disconnect between the sales and the service. First, my sales rep, David King, will not return my phone calls now that the deal is done. When we did speak, I told him I was unhappy with the key chain remote I was given in lieu of a second panel for my bedroom. Initially he was accommodating, telling me he would get me the second panel and I could return the key chain remote. He toild me he checked with his supervisor and it would be done. When I called the local office to set ujp an appointment to get the panel, they said I could not get it and they tried to talk me out of it. In fact, when I explained the reasons for wanting it (my bedroom is upstairs and if I needed to override a window, I would have to go downstairs to do so. As a senior citizen, I wanted to be able to have them contact paramedics in case of an emergency since I live alone rather than just have them summon the police via the key chain), I was told the only way to get that panel was to buy one from the company. The cost? Originally I was told $150, then the price became $299 as they "checked" their rate sheet. I called my sales rep, David, to tell him of my experience and he promised to talk to his supervisor and get back to me. That was over a week ago and despite several messages to him, he has not called me back. Consequently, I got online to research additional panels from the manufacturer of my main panel and found the one I would have gotten from Gaylord on Amazon for $72.00 BRAND NEW! So much for fair pricing from Gaylord. So what must that panel really cost Gaylord???? What an exorbitant mark-up. Also, when the system was installed I was given a motion detector rather than individual window sensors. This device was supposed to be animal safe for dogs under 80 lbs to not set it off. I have a Wheaten Terrier that weighs 35 lbs and is 16 years old and relatively inactive. Apparently he kept setting off the alarm. When I called the company, rather than come over to try to adjust it, they simply said it won't work with my dog and wanted to sell me 4 more sensors (they would give me 2 for free) at $90 each (which is also available online for $60 each -- so much for fair pricing). When I complained and said I wouldn't pay more money and reminded them my 3-day right to cancel the contract was not up yet, they finally capitulated and gave me all 6 for free. I would have preferred the motion sensor. When I spoke to corporate tech support, they told me they could have tried to adjust it or given me a motion sensor designed for bigger dogs. The bottom line is once you have passed the initial 3-day right to cancel period, they've got you and there is no recourse for the next 3 years. I would not recommend this company to anyone considering an alarm system. All alarm companies do the same thing. So if you are buying a system, remember It's the customer service that counts.

Overall, we are very pleased with our buying experience at Gaylord Security. Lee Rose has proven himself to be a wonderful ambassador for the firm. Our opinion of the business is mainly based on Lee's conduct. Lee has phoned us several times since our ADT system was installed. He has called to check and see how we felt the installation went. He has called to see if we had any questions about using the system. He even came by our house after the installation to drop off a brochure of additional home security hints that we found to be extremely helpful. Above it all, Lee has made my husband and I feel welcome in a new city. He's been friendly, personable and a pleasure to do business with. He's suggested good restaurants for us to try and allowed a part of himself to shine through which he does business. Wonderful. My husband and I strongly recommend calling Lee Rose at Gaylord Security to arrange an appointment for your home security system. We had a successful and pleasurable experience with him.

They were knowledgable, prompt and on time with very competitive pricing. They did an excellent installation. Another ADT office I contacted did not respond, but Gaylord Security got back to me within the same day.

The gentleman who came out was not pushy and explained everything very clearly. The quality of their work was good and I was satisfied with their service.