Xcel Alarms

I’ve had several alarm company’s in the last 8 or so years so far this is the best one. From the time Mr. Blaine stepped in the door and offered to take off his shoes to not scratch my floors, to the moment Mr. Ernesto the installer left my house. The installer was quick, clean and professional. Real nice people both Blaine and Ernesto. Very satisfied customer here.

I recently had this company install a alarm system into one of my 6 homes I own. I choose this company over my previous companies because of the service, price and equipment they use. So far so good. Everything to my expectations.

We’re about 6 months into our contract. So far so good, good service, good equipment. Signing up was pretty easy, and our installers were professional and helpful. We were able to get the whole house protected for a decent price. I’d totally recommend this company again.

David called me after my friend recommended. He sent emails. He talked over what our concerns and needs were, so we would have the right equipment to feel safe in our own home. He followed up, before, during and after installation. My ex– had broken into my home and vandalized almost $ 1,000.00 of primary equipment like the water heater, furnace, and my computer. I felt angry, vulnerable and scared. David sent tech Chris out the next day. Chris was friendly, had the system in quickly, explained features until my son and I were comfortable, helped us set up an app for remote control from our smart phones, etc. Prior to this, even having the locks changed and using the steel door blocker bars did not make me feel safe to sleep. Now, with all this in place, my son and I have been able to get back to sleeping peacefully, that is so needed. An excellent example of business running well, and very responsive to the customer. Would recommend to others needed similar services.

This company was great at first. Extremely helpful and eager to make it work for us. Well, first I requested window stickers and the installer didn’t have anymore on him so he said he’d mail them to me. I never received them. I tried contacting them but never got through so I called Monitronics. They were going to charge me! Second, I said specifically that I will agree to a service contract as long as I receive a paper statement each month. They said «of course, that’s no problem.» We’ll… No statement has been received. Lastly, one of the keypads keep going «offline» and no one knows what I am talking about. After about an hour on the phone, they said to contact them when it happens again. We also have two sensors that when you open and close the door/​window, it will tell me that it’s still open when it’s not. I am not impressed with this company whatsoever. I do however like the monitoring system, Monitronics. Xcel Alarms needs to follow through with what they promise their customers.

I’ve had an alarm system for years and thank God never had problems. For many months, two guys have been coming around wanting to upgrade my equipment since it was years old. They said their company had taken over the one I had. We always turned them away since we have dogs and it wasn’t convenient. We told them if they call first, we could arrange to have the dogs contained. They finally showed up and did the upgrade with a nice unit. Now comes the fun part. Someone calls from their office saying they need an account number for billing. I told her «I’ve been paying this for years, you should have it on file». She says they just need to update the information, so I give it to her. Now I am looking at my bank statement and I notice I have been billed twice. under 2 different company names. I immediately call them to inquire and the woman tells me they are a different company; I need to cancel my service with the old one! And all this time I was under the impression they were the same company! These guys blatantly lied to us to get their stuff installed! Now I am locked into a 3 year contract. This is clear misrepresentation on their part. When it’s up, I will definitely kick them to the curb.

Ask for Dave.
He was very knowledgeable and friendly. We talked about the features I wanted and he made it easy for us to get it done. When I said «what can I do with cellular» he gave me a break down of all the features that it can have, as well as options for the future. When the monthly price was a bit high, I told him my budget and he worked up another plan right over the phone. I would recommend him.

Xcel Alarms has a really neat interface where you can look at what is happening at your house from your cell phone. Their security system has cameras that interact with the Internet and allow you to be notified if someone comes into your home. Pretty Neat!

We had a three year contract, which we moved at the last 2 month mark. Let me first say the equipment failed us many times. When they finally came out they said the service wasn’t even going through to their office — wow so we were not protected for months… nice to know!
I ended the contract by calling them in January. They told me I could pay the early termination fee or just ride the contract out. That is what I did, but in the meantime I had to close that credit card due to fraud. So… they weren’t getting their $ 35 a month. They were calling to collect the money, sent an invoice and I told them I would pay it. All of a sudden a RUDE collection company was calling me and they were calling my emergency contacts which were our parents. Here is the thing, they were calling my Mom and my Dad had been recovering from a massive heart attack. I told that rude woman to stop calling due the my Dad having a heart attack, but she kept calling. Nevertheless, I understand collections will go to any extent but this is a joke!!! Life is too short people!!! Get a life!
They never said they were sending to collections and when they did $ 69.00 turned into $ 1000 now! Wow really Xcel??? Are you kidding me??? Now you are charging me for equipment that didn’t work and they is located in a home I don’t live in anymore!!!
I tried to send my $ 69.00 to the office in Walnut Creek, they returned my check and now are saying have reduced the collection amount to $ 460 — you think you are doing me a favor???
REALLY??? Isn’t there a law to protect consumers???
Sign me up for this business, is this how you make your money??? Highway robery!!!

BAD EQUIPMENT AND BAD SERVICE… Let me explain: 1^st) My house gets broken into and the motion detector does not detect the burglars inside my residence (BAD EQUIPMENT). 2^nd), I contact Xcel Alarms and they try and shaft me by charging me a $ 25 service charge to check the motion detector, opps I mean the faulty equipment (the service charge was later taken care of by the parent company Monotronics, not Xcel Alarms). 3^rd) I requested another motion detector for the rear of my house and Xcel wants to charge me $ 65 for the equipment and $ 20 for the installation. I think to myself… «Should I pay a total of $ 85 for equipment that I am not confident in?» … The answer to that… «Guess I have to since they have me by the balls with a 3 year contract and I just hope the equipment works this time». So I set up an appointment for a service tech to come to my house. 4^th) the service tech does not show and does not call to tell me anything. 5^th) I call Xcel regarding the no show/​no call. I explain to the rep that with all I have been through and their equipment not working when I needed it most can they do something, like a price break for the equipment. The rep informed me he would have someone return my call. 6^th) Call never was returned. 7^th) I called back the next day and spoke to another rep and explained the same thing, he also stated he would have someone return my call and someone finally did contact me. 8^th) When the person contacted me she had an extremely harsh tone and stated there was nothing else they were willing to do for me because they gave me a discounted price already, I asked her why was she speaking to me the way she was and she stated that she was tired of me calling (BAD CUSTOMER SERVICE). I explained to her, I wouldn’t have called if the equipment worked when my house was broken into and I wouldn’t have called back if the service tech would have shown up or at least called. IF I WASN’T UNDER CONTRACT I WOULD CANCEL. Once your under contract they don’t care about you as long as you pay your bill… Thanks a lot Xcel for going that extra mile to make me feel safe and secure… yeah right!!!