Central Security Group – Dallas

Jeff the Ops manager contacted me, apologized for my experience, although it was not their fault my internet had to be changed out in which it caused my cameras not to work, the rep that came to repair name was Wayne super nice guyhe was thorough and explained everything to me step by step, thanks Wayne. I wanted to change my review because Jeff and Wayne make you see the company in a different light. It just should never get to this point, but I understand that CSR don’t have the power to make executive decision, so I understand that it has to be escalated to a higher person like the Ops manager. Jeff I want to say thanks times for all your help.

I contacted customer service and addressed a part of my concern so I increased my satisfaction level a little.

I had a very frustrating experience with several customer service representatives when I tried to purchase a replacement door sensor for a door that had to be replaced. CSG wanted to charge me $ 124 to replace a door sensor for a part that costs less than $ 5 online. They stated the sensor was not part of the original installed equipment and that a replacement sensor would be handled the same as a house remodel.
After I wrote a negative review online, they contacted me multiple times to try to mediate the issue. They listened to suggestions I made to improve their policies and customer relations. In the end, CSG agreed to replace the sensor at no charge and promised to make multiple improvements to how they handle their customer service. I am hoping they keep their promise to continue improving customer service and how they handle replacement sensors.

A CSG rep contacted me and after some negotiations, we were able to resolve the situation on much more favorable terms. I would still give them 3 stars because they could have taken care of me the first time around. Instead, they waited for me to post a review. Good customer service is done regardless of a good or bad review.
Nonetheless thank you CSG for the followup and getting this issue resolved.

Absolutely awful. Our initial install was great but when we had a break in situation at our home they were extremely unhelpful and rude. After our home was broken into they wanted to charge us $ 50 to come out and replace the sensors that were damaged. We had to argue with them for 45 minutes to get an appointment that was in under a two week timeframe. After much negotiation they promised us an emergency visit that day and then never came or followed up. Save your money and go with ADT.

This company over promises and under delivers. I signed a 3 year contract, and after one year of receiving poor service and multiple billing errors, I notified them of my intention of discontinuing the service. I told them I signed a contract in good faith, and listed 7 specific complaints that continued to plague me. These complaints went unresolved, or only partially resolved.
There are many good security system companies out there, so why not deal with best of breed instead of this company which remains clueless.

I will give it zero starts if I could. Totally bad customer service, false information, traps — bottomline they suck. Go find a better company for your security. Worthless!
Followup to my review:
I got a call from the Social Media Head of Central Security Group and he patiently reviewed the information and offered an amicable solution. A welcome step in the right direction and certainly five stars for the prompt response & discussion. No gripes personally for me regarding their technical expertise, however, their customer service needs to be more customer friendly and more educative. Thanks.

Central security company is a good security service but please be aware they have a three year contract that is to cover their equipment cost. If you move or need to cancel you will still be responsible for the remaining months. Please do not make the same mistake I did and not read the contract carefully. Central is not the original company i signed with and it was not explained very well 2 years ago. The company i signed up with originally, was purchased by Central. Their alarm service and equipment are good and I never had a problem with it. Central was able to come to an agreement with me that was amicable. I would recommend them as a security company.

Please join another system that will protect you, your family, and your home. These people are callous, and have extremely poor customer service. If you want to get service you have to call the CEOs office and get nice people who will help you and take care of you, such as Isis who was excellent at handling issues. Unfortunately, it takes a long time to find someone nice like Isis. Instead, you will be aggravated beyond belief, coerced to stay in an caring aloof system. If your health requires that you do not get highly upset, if you care about people telling you the truth (like they can monitor your system wirelessly yet when they have to due to a glitch, they can not), if you want responsive service, then I suggest you go to another security system.
I was coerced to stay or I would have left. I’m still trying to find a way out. I spent half a day trying to get resolution. If it were not for Isis, the entire effort would have been for naught. Protect yourself with a good company. This one is NOT although Isis was a really nice lady who tried very hard to make me feel better.