Pacific Alarm Systems, Inc

Great monitoring system but the real deal is when we have a problem with our system Jonathan Aguilar can always keep us going and promptly fix our system. Very polite and professional. If it really wasn’t for his amazing service we would use another alarm company.

There would be 5 stars if this review were only for Jonathan Aquilar. He’s a great troubleshooter and very professional. The gray star is for Pacific Alarm because I am much too often in need of service. They also have cost me money when I’ve asked them not to report to the police and they did anyway.

I have been with Pacific Alarm for nine years now. It used to be great but the past two years it has really gone down hill. We have had numerous false alarms which brings me back to the office or woken up in the middle of the night plus the cost of police showing up multiple times. The one and only saving grace was the OUTSTANDING service tech we had in the office today. Johnathan Aguilar single handedly kept me as a customer of Pacific Alarm. He was understanding, efficient, and extremely professional. I am 100% sure if it were not for his help I would be shopping for a new security company.

The worst, most incompetent service I have ever experienced. Would definitely not trust these people to protect my home! The alarm started malfunctioning in the middle of the night. Going off for no reason. We called and at first they said they couldn’t fix it, but then said that they could. The alarm finally stopped on its own so they said they’d come in the morning. No one followed up and it started going off ALL MORNING. In the meantime, I have a tiny baby that is terrified and crying. And they know it. I ask them to send someone out and they keep saying «we’ll get back to you», «we’ll call you back», but no one is calling back! Meanwhile alarm is going off for HOURS. Baby crying. Horrible. They finally say they can send someone out after I speak to 5 different people (including an incredibly rude manager who hung up on me because I said I shouldn’t be charged for faulty equipment). Someone comes and what do they do? Unplug it. That’s it! They could have just told me that over the phone, but instead they made me wait through hours of alarms and charged me $ 50 just so they could come over and unplug their crappy faulty equipment.
Update on review! Pacific Alarm Systems response is a flat out lie. The equipment most certainly was theirs and literally has «Pacific Alarm Systems» engraved on it. In addition, it is completely untrue that I refused assistance over the phone. Obviously I would gladly have had someone tell me to unplug it. In fact, I begged for assistance over the phone and was given the run around for hours only to have you guys finally come over to unplug it. Terrible service, terrible product. The company is a scam.

We have pacific alarm installed in our home and last night the alarm started blaring at 2am. We called the company to ask for help and they said the best they could do was send a technician out THE NEXT DAY. What good is a security company with equipment that malfunctions and can’t respond to emergencies at night? What I learned from my experience:
1) Pacific Alarm equipment is faulty and prone to going off when there is no threat
2) They can’t respond to emergencies outside of regular business hours
3) Their customer service is rude and hostile (if you can even get a hold of them)
They sent a technician out to «fix» the alarm today after it went off for 10 hours. He «fixed» it by unplugging the alarm system since he didn’t know what else to do and charged us $ 50 for the privilege. This is a sham of a business which offers no real protection for its customers, I’m thankful I found this out before I had a real emergency.

I have been a customer here for a few years. Today I received an email from someone at this company, but this email message contained a phishing attempt. I called the company to let them know that their email had been hacked. They confirmed that yes, the email had been hacked. To me this seems a little ironic because Pacific Alarms is a security company, after all. It seems ironic to the customer’s disadvantage. I will not do business with this company in the future.

I’m updating my review just because they discounted my termination fee to $ 405.00. If I could I would give 2.5 stars.
I don’t believe that I should have paid a termination fee because I’m not thrilled with out they try to sneak their term limits in, but regardless I signed the contract.

This is a long overdue review but just wanted to say Thank you to Pacific Alarm for our commercial installation. They walked us thru step by step their process and explained how to use pur system and even checked up on us weeks later to make sure all systems we working as we had intended. Stellar service and friendly team. A special thanks to Phil Kay! It was lovely to work with such professionals.

This is the worst business! I am so sorry that I did not get ADT, whom I used successfully in the past. First, they charged me about 3 times what ADT quoted, but because they supposedly were vetted by UCLA, I chose them. Then we have had periodic problems ever since we got the system, beeps going off from windows that are closed and locked, inability to set the alarm, etc. Each time, we get charged to «fix» a problem we didn’t create and customer service is awful. They say they will come out but don’t show up.

My experience with this company was fantastic. We needed to work out a quick installation and they were very accommodating to our tight schedule. Not once did they fail to send an email or get us the quote in the very fast timeline that was required of them.
Not only that but they are a great example of customer service. They were super communicative during the process of installation and were consistently letting us know where we where in the process. Our experience was with Sky and we would gladly work with him again. He is polite, helpful and excellent and understanding customers needs.
What more can be said, this is a wonderful choice for alarm system if you’re in the market for one.

I have been using Pacific Alarm Systems for the past 8 yrs. at least and have been very happy with their friendly and knowledgeable technicians. I would strongly recommend them.

I feel that we experienced excellent customer service. Rafael listened and did not interject his thoughts before he heard all of our concerns. He took the time to investigate the issues with the alarm system & did not just focus his attention on the keypad which was the point that we encountered a problem. Once the system was repaired, he had me test to ensure satisfaction and gave us helpful tips. I will ask for Rafael every time!
– Era Riven, Office Manager SCCM Financial, Inc.

IT WORKS. Alarm scared away thieves after they broke a window. They are also incredibly helpful and friendly.

I have been a customer of Pacific Alarms since 2003. I have never had anything but great service. I recently had my first service call regarding a battery replacement. There was some miscommunication about time/​price but when I spoke with Joey at the office, he did everything he could to make me a happy customer. He made me feel like he really appreciated my business. I gave it 4 stars only because their service calls are a little pricey but the quality of the business makes it worth it. I would have given it ⁴⁄₁₂ stars if possible.

Completely UNPROFESSIONAL and INCOMPETENT. Technicians don’t know what they are doing and take hours to figure anything out. Then they don’t figure it out and no follow up, I have to call them!!! HORRIBLE customer service. I inherited them when we bought a new house, so unfortunately, may be stuck with them. We have lived here for 7 months and still don’t have the system that they installed completely working. If you are looking for a new alarm service, DO NOT use these guys.

This company Pacific Alarms is downright unethical. I am a successful entrepreneur having employed hundreds of people over the years. I utilized the services of this company from February of 2011 until early 2013 at which point I made a decision to go with an ADT PULSE system which allows me to ARM/​DISARM my home from my iPhone.
I did receive a call back in March from them after I cancelled my service where they tried unsuccessfully to keep me as a client. I thanked them for their service for the previous two years, put down the phone and thought nothing further about it. I received no further written communication from Pacific Alarms until I opened my mail in early May only to discover a collection letter for over $ 300! They claimed that the contract was automatically renewable on Feb 1 and I owed them for the period until February of 2014. When I phoned they were arrogant and refused to do anything. When I asked to speak to the Branch Manger they refused simply handing back to an accounts receivable clerk.
This is one bad company without regard to ethics or the well being of their customers. I was a client of theirs for two years, paid all invoices on time over the period of the relationship. the result — they send my file to collection thus messing up my credit scores all without ever sending a single communication to me in the mail.
Bottom line — stay away from Pacific Alarms !!!

It’s 8:42pm on a Friday night and i’m sitting at my office because Pacific Alarms cannot get their system to work and my building is unsecured. The technicians have been here for 13 hours and its been one problem after another (computer issue, software problem, module problem, etc.). I wanted to have a good experience with this company but unfortunately i cannot recommend them.

We’ve used the services of Pacific Alarm for decades. I’d have to go into our records to find out how long. We’ve never had an issue with the hardware other than replacing a battery in a glass break near a large glass window and replacing an old pad. Every five years or so we have the main battery for system backup replaced before anything goes wrong. There was never any hard sell — not upon installation, nor upon subsequent service visits (for battery or pad replacement or installation of panic buttons). We were the ones who asked about beefing up the system — which resulted in panic buttons throughout the house. Customer service is great. They pay their people well and the techs tell me they also have great benefits. This must be why they keep employees for years and why I recognize the same people who answer the phone or come to the house. The company is local (Culver City) and family owned. Each department does speak to each other and I have been able to resolve one situation (which was a misunderstanding on my part of how the system works) by easily going up the food chain and speaking to a supervisor (who, by the way, called me back the next day. I can’t remember our initial contact in the home with Pacific Alarm it was so long ago but I believe a tech or a tech-​savvy person came out. There is no salesperson saying one thing and a tech not knowing anything about it as I have read in comments about a competing company selling systems in my neighborhood. I never have a problem reaching a tech on the phone to discuss an issue (ex; what’s with my glass break, how do I get a secondary pass for my contractor or house guest — actually, the person who answers the phone knows this info and then connects you with the tech who can make some of it happen remotely without even coming to your house)! And when they do need to to come to your house — say, to replace that battery or glass break or install panic buttons (and now, I hear, video cameras, which I am thinking about), the techs show up on time, call to let you know how close they are to coming (within a half an hour or so) and they work quickly. AND THE TECHS ARE COMPANY EMPLOYEES! Installation by techs is NOT outsourced to strangers whom you do not know, whom you might not want in your home, unlike at other, national alarm companies. Pacific Alarm, as far as I know started out with a heavy customer base of Westside (The Apple Pan) and Beverly Hills businesses. Then they did residential. Our Century City lawyers and C.P.A.s used them residentialy and that is how we were referred. All I can add is that there are so many benefits to going with a local, family-​owned firm with its own, trained, loyal and long-​term/​life-​time, well-​compensated and benefited employees as opposed to a national security company that spends much of your dollar on national ad campaigns. We’re happy to be with Pacific Alarms!

Pacific Alarm Systems is the best alarm company and have excellent customer service. I highly recommend them.