Connect One Security

I'm very happy to know the security service I've picked to secure my family is not some 'all-talk, no action' company. The important thing is that I now feel my family will be safe. It's really not just about the money. So now I would like to thank you for helping me. You are a God send! Please let all those involved my deep appreciation for being on top of things. This is what I wanted to be able to tell people when asked about my security service

HORRIBLE customer service! First, they incorrectly installed our system. When we contacted them to come fix it, we got pushed out 2 weeks. Their first available date was a Friday between 1pm and 5pm. My husband took a half day off work so he could be home to let them in. No one EVER showed up! And no one notified us that they weren't coming either.

I called them first thing Saturday morning (8:30am) and the girl told me a technician would contact me and be out that day. No one ever called me. So finally I called them back at 3:15pm. Long story short, they said the office was closed on Friday due to the weather. I can understand that, but no one called us or even attempted to notify us! My husband and I each have jobs that were closed earlier that week, and BOTH of our companies contacted our customers.

That's what you do to maintain customer satisfaction. You can't tell me NONE of them have working cell phones. It was 50+ degrees and sunny on Friday, you really couldn't work?! My husband and I were each back to work that day (again, the weather was fine), so my husband ended up taking unpaid time off work for NO REASON, when we really needed to work more than ever due to each of our companies being closed earlier that week.

And why was I told someone would be out on Saturday to help us if the office is supposedly "closed"?! Then the guy on the phone wouldn't even get me rescheduled! He said I had to call back at a later date to do that. Do yourself a favor and stay away from this company!

Stumbled upon connect one because they are listed as a pinnacle dealer on the Control4 website. Purchased and installed my system through them. The hardware is reliable, however, anytime something needs to be fixed their customer service is horrible. I have been trying for weeks to get a programming issue resolved that should take them 5 minutes to fix. Would never recommend.

My wife and I had to use this company in our new build for pre wiring and it was a nightmare from the start. After we moved in we only began to lean how messed up everything really was. they installed all our in ceiling speaker wire in electrical boxes attached directly to the studs. meaning we can't even put the ceiling speakers in without cutting new holes and patching the old ones where the boxes were. Terrible company and terrible craftsmanship. would never recommend.

If I could give negative stars I would. DO NOT, I REPEAT, DO NOT use this company. I cancelled my account and was charged again the following month, when I spoke to them about this I was told you had to give 30 days notice to cancel so I let that one go EVEN THOUGH I WAS NEVER TOLD I WOULD BE CHARGED AGAIN. Then I was charged the following month as well. **Cancelled 5/28/20, charged on 6/1/20 (let it go) then charged 7/1/20** I called on 7/1/20 and emailed the person with whom I'd been speaking with, Kacie O'Neal, was told I would receive a refund.

I waited until the following week and with no refund even pending on my bank account AND my account still showing active on their system I reached out yet again and was told "Refunds aren't immediate the money had to settle in our account before we can initiate the refund" I asked REPEATEDLY to be told when the refund was initiated and was never given an answer, I asked REPEATEDLY for some proof that my account was cancelled and was never provided with anything.

I'm now 9 days out from being charged without authorization and still no refund even pending on my account. Called again today and conveniently Kacie is the highest I can go (she apparently has no supervisor) and she's in a "conference call" but was told my refund wasn't initiated until 7/6 (the second time I reached out). I made sure to go in and delete the payment card on the account as my account still shows as active on their website because they're unable to complete their jobs or follow through on anything. I will be reporting them to the BBB for their sketchy business practices and I warn everyone to stay the eff away from ConnectOne because it's not worth the hassle.

Avoid using them. Built a Darling home and was totally ripped off. These people are thieves. Customer service is totally understaffed. Sold my house, confirmed sale by email to salesperson and still getting billed for annual service. Never got a partial refund for annual payment either.

Connect one was a subcontractor who did wiring on our home. They "say they did the tonal checking of the wire" When we wanted speakers fixed to our home the tonal wire was working but not the speaker wire. When I reached out to them thinking they will be take care of the issue. Unfortunately they want to make profit out of their poor workmanship and asking for additional payment. Darling Homes employed them and they complicit in turning a deaf ear to their clients.

I do plan to write to BBB so other customers do not get a raw deal. I will write a second review in a month to update if the owner/ manager has intervened to resolve the issue.

Use at your on risk. They auto enroll you into a new contract after your 3 year with no notification - no letter, email or phone call. Called to cancel six years later and they didn't mention the contract till the following week. Of course, it's our fault to not talking to the right person, wrong number, read your contract, and short staff due to Covid.

We just called the number with their name on it, go figure. Find a company with better customer service which is more forthcoming. They should be proud of their service and given the circumstances more willing to work with you, but it is easier to hide behind the contract.

I have been a client of Connect one for 3 years and just signed up for another 2 years. I have never had any problem with their service. for every single alarm the goes off they call me and if they can't find me or my wife they will send the police, which happened once. I saw the 30 days notice in the contract, contacted them in advance and negotiated a new rate for 2 more years. the whole contract is 2 pages it takes 10 minuets to read.

The only reason I am giving them one star is that I'm not able to give them zero. I am selling my home and leaving Houston, and I called Connect One to cancel my monitoring. I was informed that my three year contract had expired about a month previously and they had auto-renewed my contract for a year. This without any communication from them (e-mail, US mail, or phone call) at any point to notify me of their upcoming "renewal").

I would be perfectly willing to pay them 30 or possibly even 60 days to end my monitoring, and spoke with Bryan Fish, Customer Support Manager about this (customer support, that's a howler there). All I could get out of Bryan was "my hands are tied" and "it was on the contract you signed" over and over like a broken record. I wouldn't actually know, because the contract that I signed is actually in a box in a self storage unit right now.

While their business practices may be legal, they are unethical, and I would recommend that everyone avoid them like the plague. If you are unfortunate enough to get into a business relationship with them, good luck to you. You'll need it!

I've been a customer for almost 3 years and I am just happy that my 3 year contract has now come to a close. It took their installation team 4 visits to properly setup and install my honeywell lynx system that they sell. The installation employee that came out the first few visits admitted he had never installed the system before. It took additional hours on the phone with their customer service to get the system working properly. By the time the system was working properly, I was already locked in to the 3 year contract. I am choosing another alarm company.

This is the worst company I have dealt with. The whole experience made me ensure that I will NEVER do any business with them again. Their employees are more interested in what is not covered by their warranty than good customer service. I had a cat 5 cable install paid for they did not complete, when reported they sent two different techs out to finish the install.

The cable they were to install was left hanging in the attic and was never brought in the control box. The techs that came to finish the job said this is considered warranty work and it is not under warranty since I had gotten additional wiring done for satellite (Dish). They both could not find paperwork which said they (Connect One Security) had done the work.

I provided the paperwork for the payment I had made for this cat 5 cable install. They finally agreed when I provided documentation and completed installing cable; it was almost four months after it was paid for. Techs are ignorant and rude, their salespeople are liars. Stay away from this and find someone else. There are plenty of others that provide same services that they offer.