Point Security

They are pretty difficult to deal with overall. If you can get a customer service person on the phone to actually help you AND are able to get an appointment scheduled, you will be lucky to get a service person out in less than a week. Then when they do come out, it most likely won’t be done correctly and you will have to go through this process again (in the meantime, look forward to paying charges to the police department for them coming out every time your alarm goes off because of the service person’s mistake). For reference, I am a commercial client that has used them exclusively for years and years.
***UPDATE***
Since my negative review, Travis and Dustin have been VERY communicative and helpful to address this situation. I really do appreciate that they have made an effort to make it right. I am happy that I have direct contacts over there now to work with in the future.

Be sure that you are very clear when you reach customer service about your issue when calling so you are handled by the correct department. Travis is quick to handle issues that occur or concerns.

Spoke to Travis and was able to resolve my issue! Thank you for quick good customer service!

I had a rough start but they have worked hard to make sure my system is now up running.

After a rocky start 2 years ago, the system has been working pretty well. In August, I ordered more light controllers and another thermostat for my second zone. One controller never worked properly.
The installer said to just call if I had any problems. I did, but got no reply. After another two weeks, I called the office and NEVER received any call back. Today I called again, and was transferred without explanation to Monitronics.
I called back and explained the controller has never worked properly and was told only Monitronics can access the equipment remotely. Oh, okay, so you don’t want to come back and address something that should have been working a month ago?
I really want to like this company, but am not impressed.

I really can’t say enough great things about this company. I had an issue where I needed an Alarm system installed quickly… They listened to what had happened and based on that put together a system that allows me to sleep at night again. They were quick to get me on the schedule (2 days after calling), showed up on time, the tech (Nick) was amazing and helped me figure out the right placement for my cameras even though it was no picnic for him to get them set up in those locations and took me through the ins and outs of my system. (which is far more advanced than my last system and a million times easier to use) I have been recommending them to everyone I know and am so happy that the first company I called didn’t pick up the phone… It was the best piece of luck I’ve had I months.

The sale: This is my first security system, and I had a LOT of questions. I spoke with Chris on several phone calls and he provided me with great information about how their systems work, what would best fit my needs/​wants/​budget, and answered every single question I had and some I hadn’t even thought of yet. He was great!
The initial installation: This was not the greatest experience. The installer was fairly new (no big deal, we’ve all been new at our jobs at some point), dealing with some personal issues and obviously unable to concentrate and work quickly (again, I was willing to overlook this as he explained to me what it was and we’ve all been there, but I almost would have preferred a reschedule rather than distracted/​sloppy work). He was very polite and courteous, but he was chewing tobacco, said a glass break was faulty but didn’t have another one with him, didn’t have other add’l features I was told during the sales process that I could decide on during the install, was unclear about pricing/​payment of those additional features, and he left a little bit of work unfinished (didn’t replace cover on a wire box, had nothing with him to patch some drywall work areas). However, the initial sales experience with Chris was so good, and the technician was straightforward with me about what he did/didn’t know or have with him, that I decided to continue to give Point the benefit of the doubt. I called Chris the next business day and he confirmed the pricing of add’l features and connected me to the installation team to get scheduled for a free follow-​up visit.
The follow-​up installation: The technician that came out, Jorge, was FANTASTIC! Just like the other installer, he was very polite and courteous. Jorge called and said he could be there early if it was ok with my schedule, was able to fix everything the other technician hadn’t completed, checked all the previously installed equipment, installed the additional features I had originally wanted, and left my home spotless. I highly recommend Jorge.
The system itself is really easy for us to operate, and I really love the phone app feature that lets us check/​arm/​disarm the system and set up custom notifications for all sorts of alarm scenarios (example: send me a text if I haven’t armed the system by a certain time on a weekday or if I am more than 1 mile from home and the system is unarmed, etc.).

If you need to ever feel more safe and/​or protected in your home, I recommend calling Point Security. I heard about the from a radio add and I’m so glad I found them. My neighbors house was recently burglarized and I went completely paranoid I was next. They came out and installed the system the next day. This was over a year ago and to this date, I have had no problems whatsoever. The tech was super friendly and definitely knew his stuff. They installed a 4 camera system that I can monitor on my phone.
The billing is always what they say it would be and I’ve never had any problems with the alarm accidentally going off like my neighbors system through ADT. They said they will happily come out when we move to get our new house secured immediately. I am so happy and the peace of mind I have now is priceless

I have to say after my initial post, I received calls from Chris And Travis about my experience. They were very apologetic and assured me they were going to make it right. And in all fairness to them, they have more than done that. They provided me a great value for the security package (I selected having 2 cameras on a DVR). Colt did the installation. He was professional, polite and overall a real friendly guy. He explained the system and was done in under 3 hours. I then spoke to Dustin, the Service Manager, a few days later as my internet was not working when Colt was there so we could configure online and mobile access to the cameras.
I think that the true mark of a great business is when they don’t get things right but do everything possible to fix the issue. Point Security has a commitment to customer service that is not found in many businesses. I commend Point for taking the opportunity to find a way to win back my business. That experience helps me believe that if something does come up, they’ll be doing anything and everything to ensure that I’m a satisfied customer.
Quality companies are made of quality people. Point Security has some of the highest standards and commitment to customer satisfaction that is rarely found today. Do yourself a favor, if you need security, stop your search and call Point. There’s no other company that will be more of an effort to provide you outstanding service!

I switched from ADT to Point Security today. And if today’s installation experience is any indication of their service, then I’m going to love them! Jordan, the technician, called about 20 minutes away and showed up exactly when he said he would. He was very professional and very thorough, checking and rechecking every window and door multiple times to ensure everything was working correctly. He explained the new keypad to me and answered all my questions. The services they provide far exceed those of ADT. I now have remote access via a phone application. No installation fees (ADT was going to charge me over $ 600 to upgrade my system), and I’m paying only $ 2 more (after taxes) each month for the monitoring. Not to mention that the last two times my alarm sounded (fortunately, both were false alarms), I never received a call from ADT. I also did not get a call from ADT today when the alarm was disconnected. You would think they would notice that something was wrong and call me, but I guess no one was monitoring. This is an excellent beginning to hopefully a very long-​term and happy relationship. But if it changes, I will update my review.

Well, as agreed PS arrived and Colt did a great job on the instal and set up. I have renewed my contract with them and I am currently waiting on a new Thermostat controller as the old one was no longer compatible. I would have given 5 stars for overall however it was impossible to do so after the poor showing by customer service. Hopefully the issues can be identified and corrected as it appears that PS has the same work ethic bug that sometimes plagues all company’s.

I am happy to say that since my first installation everything has been corrected and fixed. They came in patched the holes and textured them as well. Tony the technician also re — ran my lines through the attic so that way they were no longer exposed. I’m so glad I can now enjoy what everyone has been Unilocaling about. This is why you should choose point security because if they mess up not only will they admit it but they’ll correct it and make sure they take care of you.

We were ADT customers for 4+ years here in Austin. We never had any problems with them and their service was fair. However, my wife and I are very conservative with our finances and we look to save every dollar we can, whenever we can (we have a 1yr old). We had also heard good things about this company and would receive more security features for less money. So when my wife alerted me to the fact that we could save a few dollars on our monthly security bill by switching over to Point Security, I jumped at the opportunity. We also like to support local business when we have the option. All went well with install. We were told that by switching service to Point, we would receive a free add-​on security feature as well as being refunded our last pro-​rated amount from ADT. We had several options to choose from (remote control key fobs, motion sensors, and window glass break to name a few). We chose the glass break add-​on feature. I’m an honest guy: a teacher. My wife is a behavioral analyst. We talked to the install technician who was very kind, knowledgeable, respectful, and helpful with regard to the best security feature to add to our house. After mentioning that we had two heavy dogs that exceeded the weight limit for the motion sensors, we went ahead and opted for the glass break feature thinking that was a very logical choice. This is one area where I feel this company failed to inform us of the possible shortcomings of the installed equipment. As I mentioned, we have two large dogs… they are also loud! (as I’m sure the technician can attest to). What was not mentioned to myself or my wife at the time of install, was that these sensors can potentially be set off by loud noises (that I suppose vibrate the windows triggering the alarm). Here’s where the story gets interesting. As many Unilocal readers in Austin can attest, the city requires a permit for all home alarms. It’s about $ 30 a year and protects you from a potential fine from the city in the event of a false alarm. My wife and I were absolutely informed of this policy by the security tech at the time of install. However, as I mentioned we had never had any issues with ADT and we were frustrated with what we considered an unfair money grab by the city of Austin, so we were negligent in that we had not (up to that point), applied for a permit from the city. Jump forward a month or two. Up to this point my wife and I had no problems whatsoever with the Point Security system. In February, we had some contractors coming over to the house to look at some roof damage and give an estimate. My wife gave the go ahead for the contractor to go into our backyard and onto the roof to check out the damage. We had one person coming one day for an estimate and another company coming the next day. The first day a contractor went to my home, my wife and I received calls from Point Security that we didn’t answer immediately because the numbers were unfamiliar to us. Unfortunately for us, those calls were to inform us of an alarm being triggered at the house. As they are supposed to, they alerted the police. When I arrived home, there was no signs of forceable entry, and all seemed secure. Within a few minutes, a police officer arrived at my home. He was also very kind and respectful, and I wondered if he would ticket us for not having a permit… he did not (yet), and my wife and I breathed a sigh of relief. The next day, the second contractor came to the house for an estimate of our roof damage. Only this time I arrived home at the same time as the contractor. As I approached the house speaking pleasantries with the contractor, I could hear my dogs going nuts barking loudly at the sound of an unfamiliar voice. Within seconds, our alarm started going off. The lightbulb in my head went off at this point. That’s when I made the connection that it was the dogs’ barks that had set off the alarm. I quickly answered the call from Point Security, and we were able to avoid another visit from the police… I was relieved again! My relief was only short-​lived as we received a bill for $ 230 for the initial police visit within the next week or so– $ 200 fine and $ 30 for the permit. This was very upsetting. I knew that my wife and I were at fault for not having the permit, but I was frustrated because I knew the cause for the alarm was due to a technical issue with the equipment. My wife and I contacted Point Security to talk to them about the situation. We spoke with Travis, who appears to be an honest, hard-​working, and fair businessman. They were quick to send a technician to the house to remove the glass break feature, and they worked with us to alleviate the burden of the city’s fine. We were VERY appreciative of their help in this matter. This is the type of support that you may not necessarily be able to receive by choosing a large corporate security company. Point Security is a good company and they try to do right by their customers. Needless to say, apply for the $ 30 permit!

We had Point Security install a home security system for us this last June and we had a great experience with them, start to finish. We had initially scheduled a day for installation but had a family emergency. I called the day before our appointment and they were extremely understanding and had no problem rescheduling. Installation went smoothly and our tech (sorry forgot his name) walked us through how to operate the control panel. I have called with questions several times and everyone that I’ve talked to has been helpful. Even if they didn’t know the answer they put me in touch with a repair tech who knew what was going on. I even had one guy come out and show me. Excellent customer service.

The system works great and they went above and beyond to make sure I was happy and transferred from my house to apt without a hitch. Very happy with the customer service at Point Security.

UPDATE: I got a call from Travis at Point Security. First and foremost, very gracious and concerned over what happened with Monitronics.
What I learned:
1. Travis and his team are here to help. Talk with them, explain the situation and they will help you by dealing with Monitronics.
2. Travis and his people do care about the local customers here in Austin.
3. It is rare to find a business that will take the time to reach out to a customer like Travis did.

The Point Security team from very start ordering the service to installation to follow-​on service and customer service is and continues to be OUTSTANDING. Travis took my conversion order, and then Justin came and installed the equipment. Justin’s attention to detail and professionalism installing the cameras and other equipment with training me on how to operate the system was nothing short of SUPERB! I highly recommend Point Security for home and business security systems. If you have questions feel free to contact me at

This review has been difficult to write because after 6 weeks I am still vacillating between, «couldn’t be happier!» (5 stars) and «a bit disappointed» (at a 3 star level). As a result this has turned out to be an obnoxiously long review, so to summarize: the key points below have ** and if I had to do it all over I would most likely choose Point Security again.
The event prompting my call to Point Security:
2 older teenage boys rang my doorbell several times one afternoon and when I did not answer the door (I was home alone and did not recognize them), they began kicking the door down believing nobody was home — with me standing just on the other side. Fortunately, they were startled and ran when I began screaming that I was calling the police. The irony was that as this was happening I was staring at an alarm keypad right there within my reach, but it had never been activated. Needless to say, it was terrifying and I no longer felt safe.
** Overall Point Security did a great job with the installation. I feel safe in my home again and that it’s secure while I am away.
** I was able to have my system installed very quickly — on the morning of the 2^nd business day after my call.
As you can imagine, this was a HUGE advantage over the other company I called who would come out in the same 2 days to give me an estimate and then schedule my installation in 1 – 2 weeks.
** The staff is responsive and customer service is generally excellent, but not necessarily efficacious… seems to be mostly communication issues.
— I appreciated that a human answered the phone, but it took a little over 2 hours to get called ‘right back’ to schedule my installation. Two hours doesn’t seem an unreasonable amount of time if that’s what you are expecting, but I was given the impression I would be called back immediately. I actually called another company after waiting just over an hour.
— Because of what had happened I requested that I receive a call from the installers prior to them arriving. I did not receive a call, and jumped completely out of my skin when the doorbell rang, made the installer wait at the door for almost ever while I got my nerve up to get close enough to the door to look through the peephole, and then he had to convince me through the door that he was from Point Security. He was very patient and understanding. Again, maybe unreasonable because I knew they would be coming that morning, but I was assured I would be notified when they were on their way and that’s what I was expecting.
— I was told that there was no longer a waiting period for monitoring to begin (he marked that section out on my contract in front of me), yet the alarm went off that afternoon while I was out. I called Point Security, the installer and then the monitoring company — nobody could tell me what had happened and none of them had record of it occurring. Customers should not be told (assured) that their monitoring begins immediately when it really doesn’t.
— The installer quickly (but thoroughly) went over the instructions on how to use my alarm system, the dvr, and the remote software, but did not leave any written instructions. I saw a user’s manual for the keypad as it was being installed and assumed it would be left with me, it was not. I requested one when I received a follow up call the day after the installation and was told it would be mailed to me, I still have not received it. I also discovered after losing the icon (and apparently the program) to view the security video on our PC, that it had been installed in the downloads folder — which my husband cleans out regularly! We were not left with any instructions on how/​where to download and re-​install (it was after business hours so I found a great video on youtube that explained how to install it directly from your dvr — also how I learned the fate of the program’s original installation.
— I have called twice with programming issues. Once I waited all day for the tech to return my call and learned later that evening after my husband arrived home from work that the tech had actually called my husband’s cell number and left a voicemail.
— My certificate for my insurance company was also not sent to me — that was another call I had to make to their office.
** No upfront costs, but definitely not the least expensive company and a contract is required.
A security system was wired into our home when it was built, but Point Security had to replace the control panel at the front door, install 2 additional control panels, and install cameras/​surveillance. The monthly charge is around $ 70 for 3 years.
** My ‘customizable’ ‘state-​of-​the-​art’ system apparently cannot be programmed in a way that accommodates and is convenient for me.
I must manually change the settings every time I set or re-​set the alarm while I’m at home.
Final side note — I would have never believed just how interesting it can be to watch what my dogs do all day if I’m away (on fast-​forward, of course!)

A crew showed up this morning on time and are installing now! We had toms of questions and they have all the answers!
They definitely know their stuff and are very helpful!
I am super impressed with this team and will recommend them to anyone looking to add a security system to their home.
I really thought this was going to be a stressful morning but they are making it easy as pie!
They are so polite and kind too! Two thumbs up!

I wish I would have gotten Point Security sooner. I kept pushing it off and off and then finally, I did it. I put in an inquiry online and within minutes, Chris called me. These guys (and girls :)) are total professionals, awesome to work with and most importantly, prompt and friendly and courteous. The guys on the phone were awesome. Ben, the installation guy was awesome. He was prompt and patient when I told him we were running a tad late home. He showed me how to use it and was really patient with my 10 000 000 questions. He helped me feel safe in our home and I literally couldn’t recommend Point Security more. Thanks so much guys!