Reviews

Review Details

• Review fromWilhelmina L

  Date: 09/12/2022

  It is impossible to give zero stars, but you should be ALARMED to use this company. They remained unable to get my new system working, after being their customer over 10 years. Instead of acknowledging this, their lead, ****, said, "You're the only customer out of **** where we have a problem." In other words, they were incompetent, yet decided to blame that on their older female customer. I sent them a nice email, outlining the hours I had spent waiting at home for FIVE service calls where they failed to repair itand they never responded. I then discovered the Regional Owner is ***** *****. ****** himI wish I had, and feel stupid I didn't. Is this the man you want having access to your personal information and home? I fired them, and although I voluntarily paid them in advance for the year of monitoring, they have refused to reimburse the unused portion, forcing me to take legal action. The owner, *****, called and threatened me with his tone, and refusal to own their mistakes. He claimed he "wanted to know what happened" and saId he was 'never informed about the problems at my home" but this is untrue, as his employees told me they had consulted him. He only called to harass me. I asked him to stop and he refused to lower his voice. When I asked him to just refund me, he hung up on me! This is the Owner! Seriously?? BTWnew company got alarm working in one hour call. I strongly urge you NOT to use Lone Star. Interesting, the review above was also a long term customer.

  Lone Star Alarm Monitoring

  Date: 09/14/2022

  What L. Linde of course fails to mention or distorts is the actual facts and truth. She should have said that the 3G cell communication on the alarm was sunseted as the cell providers are moving to 5G. We had to come out and upgrade the unit. She fails to mention that her home is in an area with problematic cell coverage. That we came out to set up units on different cell networks to get one that would work. She also failed to mention that we did not charge her for these efforts and eventual upgrade. That we came out and installed a new Honeywell unit that connected up with a strong signal. All was connected. What she also fails to mention is that she then refused to authorize the service provider's agreement as to setting up the app. If one does not authorize the app; it does not work. With three thousand customers on this one app ' yes, she is the only one who refused to sign their agreement (maybe of their millions of users there was another?) We respected her choice to not sign and not use the app. We attempted to explain that we cannot rewrite their agreement; so what are we supposed to do? I was informed by our Service Manager that her alarm was communicating, however she did not have the interactive app as described. The day she sent in a cancellation Email I called the customer to see what we could do. Because that is smart business, and we want to do the best job possible. Rather than ask us as to policy to cancel; she hired a new company (her choice) and then demanded we refund money she prepaid to which she is not entitled as we performed per the agreement. She is angry so it MUST BE OR FAULT!! ***** refused to agree with her, so he is bad!

  Wilhelmina L

  Date: 09/15/2022

  What a sad and pathetic response. And unsigned, because no one takes responsibility there. If you have decided not to use Lone Star, no need to read further. If you are still considering itplease note they admit here they could not get the App functioningafter FIVE home visits. Meanwhile, I hired another company, which in one hour, got the alarm and app working correctly without incident. Lone Star makes only excuses, that it's my area or cell issuesbut obviously, that's false. But even as important, here are some of the emails I received from them, after the threatening calls by ***** *****. The first shows his attempt to say "women are hysterical" and that I am "emotional" about my alarm not working....? How offensive is this? ( I cut and pasted)
  
  " Regrettably, you are acting in anger as to a perceived wrong. We performed our services. The only reason they were not is your choice to refuse the service agreement.
  
  "I am more than willing to refund that interactive portion of what you prepaid. That is $3 per mo. when our equip is returned, as is specified in the Agreement; You do not get to hold our equip hostage.
  
  I welcome an attorney as they follow the law not emotions. So please retain one forthwith. We operate under the law the Agreement."
  
  And theneven though they attempt to justify their contention I am never allowed to fire them?! Here is the last email. Apparently they do not understand First Amendment, nor that truth is a defense.
  
  "As to your posting on BB and any others: may I suggest that you review libel and slander laws w an attorney. Because you are unhappy does not give you the right to libel and slander. My personal professional reputation is not one that you are permitted to defame me so may I strongly urge you to remove your defamatory posting and cease from any further ones. I have taken legal action as to such in the past and will do so as needed in the future."
  
  Even had they performed, and given me an alarm and app which worked, there is no justification for their refusal to refund my money. I paid in advance rather than monthlyobviously a mistake. I am not their customer for life, whether I want to be or not. This is why I felt it was important to share this with you. They owe me $440.55not "$3 a month".