EMC Security

After writing a less than positive review earlier, my faith has been restored in EMC security. I had contacted customer service to have a technician come out and check my system for a malfunction and was told it would be a two week wait. I had told the rep — just forget it — I won’t use my system. So either from that phone conversation or my subsequent review, I received a phone call from a supervisor who wanted to help. He scheduled a technician for the following day (a Saturday!) and gave me his phone number/​email for future use. Will F. came out and solved the issue, was courteous, attentive and gave me a refresher on using the alarm. To say the least, John and Will are to be commended for excellent customer service. Thank you so much.

This is a quality company. Over 2 years now and I have gotten great service at great prices. Two years and no monthly increase. Nobody does that anymore but this company does. I’ve delt with the high prices of ADT and loud security high prices and couldn’t get out of their contract. Yes read the fine print. Only allowed out of contract during the week it expires then automatically renews. Enough about them. Did I metion… EMC has no contract. I have motion detection and smoke alarms. Try them you’ll like them. One more thing. Com’on no company is perfect. But they do try hard. I guess if you compare them to comcast maybe their pretty close. Huh! No! I don’t work there and no realitives do… lol

How EMC Security Regained My Trust, (and a Five Star Rating).
They listened to me…
It is exceptionally rare that a company can and will respond like EMC did to my complaint. They are reviewing their policies based on my comments, fixing my sensor, and picking up the bill for this month’s service…
Their response, which I trust you can read, was sincere, good natured, and even a bit humorous.
Well done!

Believe the stars!!! They seem great upfront… Installation guy was nice enough. Then you are serviced by them and that’s when the issues begin. I noticed that their response time was much slower than ADT. The most annoying part is their billing. They don’t have any sophisticated processes, cannot automate your billing and send invoices one day and expect payment a few days later. It’s so frustrating in 2014 to see companies still lagging in processes that worked decades ago but serve no place in modern day. Im so pissed I ignored the stars because it was so cheap… Well, you get what you pay for!

I just had my system installed yesterday. Ted was incredible! He was very nice and had a few recommendations for me that he felt were in my best interest. He even saved me a few bucks per month! This is my first alarm system and so coordinating when to set the alarm and what to keep in mind is something I will have to get used to. I accidentally opened a door before disarming the alarm. EMC called me within about 30 seconds and checked to see if I was okay. What great service! I’m very happy with my choice. ADT had an overly pushy, rude, invasive sales person try to sell me more than I needed. At $ 23.95/month with the cellular communication device, my wallet couldn’t be happier and I feel much safer. Thank you, EMC Security! I’m impressed!

EMC Security is very slow at responding when the alarm goes off. I have accidentally set off my alarm a few times and each time it has taken them almost two minutes to call me. If it were a real accident, anything could have happened by the time they finally decided to call. I have been a customer for over a year now, but I will be switching to a different monitoring service next month. It makes no sense having a security monitoring service that isn’t prompt on emergency alarms.

If I could rate them with a negative zero I would! I’ve had EMC for 6 months and everything was fine until I actually needed them. This morning, I had a false alarm on my back door. The police was dispatched and found everything secure. When I came home, Murphy’s Law came in. While I was rushing in the front door to disable the alarm and make sure everything was indeed okay, the contact over the front door came out, so when I pushed the door shut, the latch caught, but the contact was stuck between the door and the door frame. I tried everything to open the door, including removing the door handle, but it was stuck. I called EMC (the monitoring department) and they dispatched the on call person. BIG WASTE OF TIME. He attempted to help me get the door open over the phone. When that didn’t work and I was thoroughly frustrated, he started making comments about it being the day before Thanksgiving and on call service being $ 125/​hr. He said they could just bypass my front door, so I could use the other zones. I told him I wanted my house secure and I would take up the cost with EMC on Monday. He said he had to have authorization from his manager to come out and someone would call me back. While I was waiting on that phone call, my neighbor was able to get my door open and push the contact back into the door frame. When I attempted to set my alarm, the unit showed problems with the back door and front door/​garage door. I called EMC again and explained what was going on. They said they would contact the on call person again. When he called me, I updated him on the situation. For the second time, he tried to remedy the problem over the phone, by walking me through some steps on the control unit. This time he suggested I bypass the two zones. I was pissed. What’s the point of having a system if all of your doors are bypassed. He started those tired comments about it being the day before Thanksgiving and the $ 125/​hr charge. I told him I did not care. My system was 6 months old and I needed to have it fixed. Then he says his manager has to approve it, so he would have his manager call me. The manager, Jeff/​Jeffrey, called me and says the tech told him I requested to speak to a manager. OMG! I almost lost it. After explaining everything to him… you guessed it… he gives me the same tired comments about the $ 125/​hr on call fee. That’s when I lost it! I don’t have enough space to write everything here, but I have never had such horrible customer service To say I was frustrated was an understatement. What’s the point of having an on call tech, if they don’t want to do their job to help you keep your home secure? They clearly don’t care about my business, so first thing Monday, EMC can keep their monitoring service and I will be contacting corporate, and the BBB, if I have any issues with disconnection. Thanks for nothing, and Happy Thanksgiving!!!
UPDATE:
About two hours after the above post was submitted, I was contacted by James, the operations manager (I think that’s the correct title). Anyway after explaining everything to him, he told me he would have someone out to my house that night if I wanted him to. Since it was 9:30 pm, I didn’t feel comfortable with a tech coming in that late, so I ended up with an appointment first thing this morning. The tech (I believe his name was Albert), showed up at 7:10 am, replaced the bad contacts, tested my system, gave me a quick refresher course on arming/​disarming the system and was gone by 8:00 am., no charge. I would give these guys a 5 star rating: the operation manager for his quick response to my complaint and resolution of the issue, and the tech for his friendliness and professionalism, in spite of working on Thanksgiving. Because of the unnecessary drama from yesterday, though, overall I give the company a three for now.

I had a good experience with EMC up until I went to cancel the account. They charged me an outrageous amount for the wireless receiver, and were difficult to work with on resolution.

After accidentally setting off our alarm and not being able to disarm, we called several companies around town. EMC provides an affordable plan and there is no contract. When the contractor came out, he ended up having to change out our whole system. He was super nice, courteous and respectful. He ended up having to work for 2.5 hours but in the end we now have a working system!