Matson Alarm

Matson sold, but still using the name. No personal service, no personal contact, a recorded message tells you if alarm activated and call them. You call them and after on hold for many minutes the recording asks you if the number you are calling from is correct and you answer yes, it give you options to leave a message, etc and last option is pressthe * key if you want to continue holding, you press it and it says will call you back and they never do. Did this 4 times over 3 days. Extremely poor service.

I am so fed up with Matson Alarm. They say they will return my calls. They don't. They were supposed to fix my SkyBell. They didn't. I sold my house and called to let them know, the "cancellation specialist" told me I needed to get on line, find the cancellation form, print it, fill it out, send it back to them, and then 30 days after they receive it and process it they will stop billing me. I told her that was a ridiculous process. She said, "Fine, don't do it. We will just keep billing you". I was appalled. I would recommend never using Matson!

If it was possible, the rating would be negative 10 stars. We've been customers for over 7 years and for the first 5 we were happy with their customer service. Although we had some minor problems last year, the problems exploded this year. Usually, when the sensor batteries begin going out, I schedule a service call to have all the batteries changed.

About a week after that, some of the sensors began to show a low battery again, prompting another service call. Fast forward, and all in all we had to call 5 times for faulty sensors. To add insult to injury, the technicians either no-showed or came hours late. Finally I called and asked to talk to the manager. Surprise, surprise--no call back. Don't make the mistake of signing a contract with these guys!

I've been a happy customer of Matson Alarm for over 10 years and very little need to contact them. So I was surprised to hear they are under new ownership as of last month and I see some changes that prompted me to call. Also I needed service on my system. The technician although very kind I didn't quite understand what he was doing. I can't even explain it.

Apparently my system is too old and something something I couldn't follow him but finally rescheduled due to parts he needed to order. He gave me a price and it willl only take 30 minutes. He arrives at our next visit and can't remember why he's at my home. Since he doesn't know why he's here he didn't pick up the parts he ordered to complete the job so he leaves and returns.

He tells me he's scheduled to be here 3 hours (What happened to 30 minutes)! Exactly 3 hrs he's done rushing out the door but the system is not connecting to my phone app and I can't confirm it's fixed but he's done and left! I get the invoice for this service and it's double the amount he quoted. I called the billing department and they adjusted the invoice. I hope this is not the new way of business with Matson.

The reason I'm giving two stars, is I understand supply chain issues or, I would have given you a one. We had a scheduled appointment this morning to install smoke detections. We were scheduled for between 8:00am and 10:00 am. When I scheduled the service, a week or so prior, I was told the smoke detectors were in stock as they had been back ordered since December.

When the service man didn't show up, I called Matdon at 11:30 am. I was told, the smoke detectors were on back order. I was also told, the service did show up. I have a hard time understanding why the service man would show up with no parts. Very poor customer service Matson. Just a follow up. After submitting my review, I received a call from the office manager at Matson Alarm Company, Trina Paige. Ms. Paige, was very apologetic over the scheduling issue, and the inconvenience it cause my wife and I. Ms. Paige realized that processes need to be reviewed and modified to better suite the customer and the company. Hopefully, when my smoke detectors arrive and are installed, I can give Matson five stars.

OMG! So much yip yap from a tech they sent out to fix yet ANOTHER problem with their alarm system! This dude spent literally 10 minutes fixing the alarm and held us up for an hour or so just yapping about everything under the sun, down to the type of cat food his friends fed their cats, totally irrelevant to the actual job he was there to do. We could not get rid of him! It was completely ridiculous beyond belief! Nothing like milking the company clock and wasting our time completely!

They were super easy to switch over to and gave us great service during the installing process. Great company

Service department over charges the customer. Upper management will not explore problems within the company. They just expect you to pay bills way over quoted amounts.

My company has used Matson for over 17 years. We have used them for 5 homes that require annual testing as well as the monitoring. The have done all our alarm repairs and service for the entire time we have been in business. Two years ago we moved and had same alarm as in existing homes installed. 6 months ago I met with Matson Jr. I requested the same alarm in our existing accounts specifically the one we had just had installed.

He said no problem. I signed a contract. I do not know the name of each piece of equipment but trusted as a long time existing customer Micheal could at the least look at our existing systems so I signed without fully knowing the technical details. I let them know the mistake was costing me thousand of dollars a month. After several back and forth plans were approved 6 months after beginning of install. Plans were approved august 2 and was I notified or given install date NO I had to call and matson himself put the install date august 30.

For a mistake they had made they made no attempt to rectify the situation no urgency to complete the job that was costing me thousands and no apology for their mistake. I will never use them again for anything. Jeremy Winans Harmony Homes

I can't say enough good things about Matson Alarm. They have helped my dad, my church and I refer them to my clients. Personal service is what sets them apart, great local company to work with.

After having Matson Alarm service for over 2 years, I am beginning to wonder about their customer care and quality of service. Our alarm was giving us a "Low Battery Code 2" when we were setting it, so we called and talked to some little girl who sounded like she was about 12 years old who said "Oh, I will need to check the system - should take about 5 minutes and I will call you back" - Five minutes came and went and it is now '28 hours and she still has NOT even bothered to call me back.

I called again today to ask what happened and why she did not call me back, and it turns out that they do not even keep records of who you talk to when you call, so I am curious as to what their "customer service" actually is all about if they can't even return a simple phone call when they have your number right in front of them. It is pretty aggravating! Not happy.

I've waited a long time to review Matson. I wanted to give their DMP security system and their service a chance before writing anything. I'll just start out by saying that the system was expensive. Just plain expensive. Over $1200 installed. The installation of the system went smoothly, for the most part. Their techs had the system installed and running in roughly 4 hours.

There were a couple of installation issues such as cameras placed in the wrong locations and incorrect programming, but those were all resolved fairly quickly. Now, after having the system for over 18 months, I can say the DMP products that Matson is a rep for seriously suck. The video feed was so bad from day one that after a year of my nagging they replaced the DMP DVR with a one from another manufacturer.

I now have to use a totally different app for my video feed. No big deal aside from the original cost and lack of usability for a year. One of the techs who came out recently for an issue said he personally recommends Alarm.com systems. I think I'll follow his recommendation when my unbelievably long THREE YEAR contract is up.

I had Matson Alarm install an updated wired alarm system in my home. It was a bit on the expensive side, but as long as I get decent quality, I'm ok with that. The new system worked for about 3 months, but we did get a couple of false alarms, then the key pad starting displaying "system not ready", it turned out that the sensors on on of my doors wasn't aligned properly, causing the false alarms and not letting us set the alarm.

I called Matson and explained what was going on, Matson explained that I would have to pay to have them come out and for whatever was wrong with the system. I reminded them that they recently installed the system, and asked why they don't stand behind their work? He responded, your going to pay, do you want us to come out or not? I told him no way, if they don't stand behind their work, then how could I trust them. Matson has to be one of the worst service companies I have ever worked with, basically, unskilled, doesn't stand behind their work, puts the $$ before customer service, rude, greedy. I recommend that you shop elsewhere, unless you ok with greedy ripoffs that won't stand behind their work!

This is the company that considers their customers. After I discontinued service they were kind enough to review my reason for discontinuing and adjusted my account accordingly to my favor thank you very much

Finally came to remove your overpriced obsolete junk. Didn't even patch the holes in the wall. Just another rip off company.

I moved into a business office that already had the Matson equipment (saving me money), but the customer service and response time to orders has been unprofessional. Currently waiting for someone to respond and install another key pad. I was given an 8-10 am response time and it's now 9:50 am and no one has arrived. I have canceled all of my morning (which means a loss of income for me) because of this appointment. I'm locked into a contract, so I will have to stay, but if you are looking for a reliable company, keep looking. Don't bother.

Very frustrating trying to get my service transferred. It has been 3 months at my new location and still haven't been able to transfer. Now trying to cancel my account so I can stop being charged for a service that I am not receiving.

With this crazy world environment we decide to upgrade our system - Matson was amazing Randy sales easy (non pressure) appointment in my timing, Jose the installer (who installed or system years ago) was AMAZING, so glad he was still there! He walked through all his install process, addressed some addition concerns with cameras and made recommendations, went over the system multiple times to insure I was aware of all the functions! Joe provide 5 star service he was Polite, tons of knowledge & beyond patient!

We recently moved into a house with a Matson Alarm. We wanted it disabled and removed and so we called the business. They said someone in that department would call us back. Never got a call back. 36 hours later I called them back and talked to someone or I should say several someones to try to get someone to come out and take the system out. We made an appointment for four days later. They never showed. I called them again and told them to please send someone out to remove the alarm. Am still waiting to hear from them.

Another local company that doesn't follow up on requests made on there online "contact form" stick with the bigger companies like Xfinity these little local companies cannot compete with the bigger guys, it's obvious to me that there customer service is crap like the products they offer.but I never got past the online reform. Hope this company falls hard.

Daniel Artiaga came today and got me all in safe now with my alarm system. He worked very hard and asked me questions about how I wanted the window sensors mounted. Explained how everything will work. He knows how to make people feel comfortable! We don't get a lot of that now a days. Great Installer! I appreciate the job well done! Ms. Red

I have had Matson for about two years. I really never need them but recently they called because there was a signal that there was an issue. The company sent a wonderful, friendly service person, Kevin, to help and he determined that a battery was bad. I asked about replacing all batteries so I didn't have to worry about others going bad. Kevin offered to do all of the batteries right then but had to go buy more due to the number of batteries needed.

He spent all this time with us to take care of us (seemed like an hour or so as he had to go buy more batteries). The end result is that I would be charged only for the batteries but not for all his time. Matson, you and Kevin earned my continued respect and thanks.

I have matson for my home alarm. I have always had great customer service over the phone. One of the technicians that came to my house didnt do a great job but they took care of it. All large alarm companies have some good and bad technicians in my experience but the difference is in how they handle the problems. I appreciate that this is a locally owned familly business of over 40 years

Matson Alarm does not follow the labor laws of the State of California and does not negotiate with employees legally.

Dear Lord, no. I just called to inquire about installing an alarm system at my house. Read Yelp reviews to discover that to get an alarm, you must to commit to a three-year term, which then automatically renews to a two-year term if you do not call to request a month to month term at the conclusion of the three years. I called back to clarify, spoke with Sarah, asked if this was true, she confirmed it was, and when I stated that she should not have her sales representative call me because that would not work for me, she promptly hung up on me mid-sentence.

I did not even have time to get the words out. Good times. Thank you, Yelp, for helping me avoid these guys. Editor's Note: (1) I was not disconnected multiple times or even one time with Sarah. The moment I stated that I was not interested in having a sales representative contact me because of the three year term with an automatic two year renewal, Sarah audibly groaned and hung up on me.

There were no other disconnections. "Katie W"'s attempts to characterize what occurred do not change what occurred. (2) I was informed that the security system comes with a mandatory three-year contract with an automatic two year renewal and then the sales representative hung up on me when I stated I was not interested in proceeding due to that term.

If they offer "customized systems and agreements based on [their] customer's individual needs", that's great, but I was informed on the phone that there was no option but a three year term, with the two year automatic renewal. You might want to have your sales team affirmatively inform customers that such an onerous requirement is merely one option, not mandatory, as I was informed.

I have had Matson Alarm installed at my office for many many years. Recently there have been several break-ins in my industrial park. So, a couple days ago technician (Kevin, I believe) came to do several repairs to old & broken contacts and did a once over on our system to ensure everything is in working order. He was very patient and didn't seem to mind sticking around to answer any questions and reminding me how to control the system. Matson Alarm installs and monitors out of Fresno, which makes their response times super speedy.

Salesman lied, and said that they provide armed response. They spent 8 hours installing a wireless system, and couldn't get the cameras working. They forgot to put senser on the back door, so it has to be bypassed before it can be armed. Motion sensors picked up my 15 pound pets, and set off alarm the first time we used it in away mode. I'm not very impressed.

If contracts auto renews for customer safety, it should be on a monthly basis and cancellable any time after the original 3 year contract is over. Not for another 2 years and difficult to cancel. Please clarify how to cancel the contract once the original 3 year contract is up. Would there be substantial penalty if contract is cancelled before the "new" 2 year contract is up?

I moved into my current office space 3 years ago and called around to a number of alarm companies then decided on Matson b/c they were the best fit for service and pricing. I've not regretted it. I had a couple minor challenges (not Matson's issue) at the beginning, but I simply called and received very friendly and accommodating help over the phone. Now, I'm moving on to a bigger office, and I couldn't be happier with Matson -- I simply called to let them know of my new needs, they scheduled Michael Matson to come out just a couple business days after my call, he arrived to our mtg on time, he was prepared and quick as he had all paperwork with him.

He even brought paperwork for my office suitemate who'll need to set up her own account. Thorough, gracious service is all I've experienced w/ Matson. Never had a problem with our service/set-up tech. Never a prob with the technology.

Worst alarm company. They charge you for everything. 99% of their installers are dirty and make a mess and all talk bad about their company. They've said the company cheats people, customers are charged for monitoring but aren't being monitored. Crappy sales, service and monitoring. Make sure your alarm comes in a brand new box. They charged my buddy full price for a already used alarm system.

When he called and wanted to talk to the owner, they gave him the run around. When asked about canceling, they wanted to charge him thousands to get out of the contract. DO NOT CONTACT THIS COMPANY!

I i've been a customer for at least 20 years everything has been great until the last three years or so with two of my houses. I get the feeling that they've gotten too big and can't properly service the amount of customers that they have. I've been disappointed with promises that they don't come through on long wait times for service men and complete service requests.

Matson's contacted me and told me I would be charged $100.00 for the used keypad. I was so done with it all so I sent them a check. In today's mail I got a letter, an invoice and my check back. Thanks for the refund. Signed a not pissed-off customer anymore. :

I called to get a quote today. The sales man sounded high as a kite. He quoted me far above market rate. The man I spoke with refused to transfer my call to another representative. I guess my money is no good here.

The staff at Matson Alarm have been so friendly, helpful, and accommodating. Thank you for all your help!

Samuel and Mike were fabulous! Samuel was so professional and patient. We upgraded to the wireless system. He walked us through how to use the new features and helped us with the app. We've been with Matson Alarm for 25 years and will definitely remain a loyal customer!

While the model of touch keypad we bought is high maintenance, I appreciate the quality of response hoping there will be fewer calls needed after Rick showed me how to fix "freezes" myself

Our installation was difficult because it occurred over 4 visits and during our move to our new house. While the original install did not meet our expectations, the sales consultant and the owner of the company responded quickly to our concerns. They sent Mark Butcher at the appointed time, and even had him come early so we did not have to wait. Mark completed the remaining installation items, patiently explained the keypad, and helped download the smart phone application Total Connect. We were very pleased with the system, and glad to be back with a locally owned, very responsive company.

You guys are always at the top of your game. Great staff in the office and dispatch! Every service and install tech is professional, respectful and patient with me (thanks Matt McElwee). A REAL PERSON ANSWERS THE PHONE ANY TIME YOU CALL DAY OR NIGHT! Thank you!

Thank you Matson Alarm for your Great Service. Mike Matson did an awesome job at Delta Property Management. Merry Christmas