Security Systems West Springfield, Massachusetts
Northeast Security Solutions, Inc., 33 Sylvan St #1, West Springfield, MA 01089
4.8 on Google (64)
Based on the 8 reviews on file.
Installation wasn't completed on time at either of two locations we hired them to do the installations at. They had multiple "Come backs" to install everything that was poriginally quoted and apparently wanted to charge extra for each visit even though it was their fault. Each time the technician didn't have all the equipment "conveniently". When i received the bills each bill was 2x to 3X what was originally quoted. many sensors still don't work.....
These guys know their stuff. I have been dealing with them for at least two decades. Never had any problems , everything works the first time. I send my friends to them, and they feel the same way. M
We’ve been customers for many years and the service has greatly declined. We have monitoring and that’s ok. A little over a year ago our system prompts us on the key pad that there is a communication failure. Our cellular dialer is not working. We call NSS they tell us that the 3G dialer is obsolete. Leaving the system unable to communicate with the alarm center. So if we had an emergency- a break in, a fire, in need of an ambulance, a police call - all which are one button push from the pad - nothing would happen - leaving our family in danger. They say the sent a letter … but there system uses text messaging to notify us about everything- but they sent a letter via snail-mail. C’mon man. We get an appointment to have the dialer changed out - $300. They come out - move the dialer from the basement where it always worked to a new location upstairs - the installation was a hack job - they just ran the wires on the wall in the open and just put sheetrock screws to surface mount exposed wires to the wall. And left the device without a cover. I called to get it fixed - it’s been a year. We get a statement - as we did not pay it because the work was not complete. I called the owner of NSS to get this going - the weird thing about our conversation is that he really didn’t care about how this was handled. An appointment for service was made for a Tuesday - due to on foreseen circumstances we needed to reschedule - I called on the Monday - was greeted by an auto attendant- which allowed me to wait on hold - telling me I was the second caller and then the next caller - on hold for 35 mins - the auto attendant then tells me I need to leave a message. I drove to NSS - in West Springfield - walk in the door and there were 4 people standing around chatting it up. Asked why they couldn’t answer the phone - but they tell me something about the phone not working. Let me get this straight - the company I have my alarm system monitoring with - phone does not work? Rhetorical question. Why wouldn’t they immediately have calls forwarded to a cell phone? Again, a rhetorical question. I paid my bill - got the missing cover and now I’m shopping for a new alarm service. Northeast Security has a real lack of professionalism these days - We couldn’t be more disappointed.
Response from the owner
I’m sorry you’re unhappy with our service. When you brought your concerns to our attention our team immediately agreed that the technician had made an error and we attempted numerous times to contact you through multiple emails and phone calls to schedule a time to have a technician come out to correct it. We were able to get appointments scheduled two different times and both times you cancelled before the appointment and didn’t want to reschedule at that time. It’s perfectly fine to need to cancel an appointment but I don’t feel it’s fair to lay the blame at our feet for the issue not being corrected in a timely manner when we made an effort to do so. When you did reach me, the owner, I immediately got our scheduling team to get you an appointment for one of our technicians to come out and correct the issue. I’m not sure how that could be construed that I “didn’t care” but I did attempt to try to address your concerns. I can’t guarantee our team will never make mistakes, but we do stand by our work and correct them when given an opportunity to do so. I do apologize for the long phone hold times you experienced this past Monday. We did experience an issue but not quite in the manner you described so perhaps our team didn’t describe the issue as clear as they should have. We are in the process of switching vendors for phone service that our service/install side of the business uses and a programming error by the vendor for the holiday schedule led to an issue that prevented access to a part of the system on the 2 holiday days we were closed. The phones were working again on Monday but the issue over the holiday led to an even larger volume of customers calling in during a time that is already a normally busy time, (the Monday after a holiday weekend.) I can assure you the phone system that the central monitoring station uses is completely separate and not affected by the issue. As to why staff members might have been talking, staff frequently converse for very legitimate business reasons such as to discuss customer needs, exchange advice for their upcoming jobs, or check on the status of jobs.
Highly responsive and professional crew. Doug accommodated our urgent request multiple times when there was an issue with a fire panel on a new building we purchased. Highly recommend this company
Our company has used Northeast Security for business alarm, sprinkler monitoring and our personal residence alarms for over ten years. They are helpful and responsive whether we call for service or an equipment issue (not there there are many of either!) The staff, both internal and external, is friendly and knowledgeable. Definitely glad to have them as a business resource so I can can have my focus elsewhere. 7 years later.... Still love Northeast Security Systems! We have since added annual fire alarm inspections and monthly monitoring for the fire systems, plus annual inspection of our fire extinguishers, and door lock and key changes to our Northeast provided services. In addition to our business, we own several commercial buildings.
My experience as a customer of NSS has been entirely positive, from the estimate to the installation of our alarm system. The NSS personnel were knowledgeable, skilled, and provided excellent recommendations and installation service. The installed system is very user-friendly and the monthly monitoring/remote access fee is reasonable and well worth the cost.
Response from the owner
We love getting good reviews about our team members! We're glad you had a pleasant experience. We thank you for the trust you put in us to help you protect your home.
The team at Northeast Security Solutions has been my home alarm system monitor for years. When I contacted them with an issue with my alarm panel, they sent out a technician to help address the issue. The technician resolved the issue quickly. However, given the age of my system, they helped me upgrade my system that uses cellular technology. The upgrade was done quickly and the technician trained me on the use of the new system. The project manager was a pleasure to work with. Well done Northeast Security!
Response from the owner
Thank you for your many years of patronage. We hope you're enjoying the new Alarm.com Interactive features on your protection!
The crew at Northeast Security has been very helpful and accommodating with the old security and fire alarm system at my property when most other companies were more interested in selling me a new system. Recently they worked through an issue we were having with the phone line by adding a cell phone dialer and now we are back to optimal function and safety. Their crew was professional and courteous and arrived when they said they would. Nice to see customer service isn't dead yet.
Response from the owner
Thank you for your business over the years!
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