Matson Alarm

Jamie G _{on Google}

Apr 9th, 2024

Matson Alarm allowed my stalker - who is restrained from me - to take over my account - Warning to others!
Dear Matson Alarm: There is only one reason someone restrained from you needs to control your alarm system.
To future consumers: I called tech support to help me retrieve camera footage after a string of burglaries on my street. Also to ask why I wasn't notified when my alarm was triggered the night before. I was informed my ex-husband is now control of my account. He is the new contact when the alarm is triggered. He gives the safe word now. Ex told Matson that I was a tenant who moved out. So I no longer have access.
I went to the Fresno office with a mortgage statement proving I am the homeowner AND my domestic violence restraining order specifically stating the restrained party was to vacate the property 5 months ago. (Address on mortgage matches address on the order). I foolishly thought these legal documents could grant me back access to my personal account of 7 years. The account manager shut me down immediately. He put his hands in the air and backed away when I tried to explain stating, "we don't get involved in domestic disputes". He refused to look at my legal documents. He didnt care that my account was hacked by a person violating a court order to stay away from the property. He wouldnt hear me when I tried to tell him that this person knows when I'm home or away and now controls my movements through fear. It doesn't matter that he can break in to kill me because he is the only contact for the alarm company.
I get it Matson. This is my problem, not yours. I bought better quality cameras from Costco and installed them myself. If he surprises me when I come home, I'll handle it.
So this isn't just a complaint, It's also a warning to single women, single mothers and fellow victims of domestic violence. ANYONE can hack your account at Matson Alarm. If you have the protection of a domestic violence order, they won't help you due to the blanket policy of not getting involved. So maybe look elsewhere for true piece of mind with your security system.
Yes I reported it. Yes hes going back to jail.
Update- he was able to get another gun yesterday. (Photo evidence removed from review) He'll take me out first. So when my alarm is triggered, Matson contacts the person with the gun. Not the resident of the home. Thanks Matson!!
Reply - I genuinely had no idea I didn't own this account. Why have you been mailing me these bills every month and charging my personal credit card for 7 years?

Tara Jones _{on Google}

Mar 23rd, 2024

Lets just start by saying I spent thousands or dollars on my camera system. Only to come to find out, they do not record human action isnt that the reason we have cameras installed??!!! After multiple technicians finally one told me oh youre gonna have to upgrade your system. Its less than two years old. If you want it to record an alert you that a person was spotted.. I cant tell you how many times they have been out here. My cameras suck do not get them from this company.. On another note, I think this will be my sixth call in for my alarm keypad not working . after they installed my alarm a year later, I realize I had no siren in this house. Mind you I paid for all of this I called they wanted to charge me to have a siren put in. I said, how would I know somebody was in my home if theres no alert, What alarm does not have a siren that notifies the homeowners that the alarms going off?? My husband just canceled his account for his alarm at his office after being on auto pay for years they said he wasnt paying. They were putting it on the wrong persons account after multiple emails showing that we paid monthly.. I dont know what has happened to this company but beware, you are better off getting a different alarm and camera service do not waste thousands of dollars like I did.

Rene Perez _{on Google}

Feb 8th, 2024

Camera angles were promised and not delivered upon. Cameras were broken by installation tech, then replaced still not at the coverage I need. Charged for fees that were not part of the agreement I signed, then told I signed a contract for 3 years that I did not acknowledge and instead was told it was a work order. Overcharged monthly fees then threatened with litigation if I don't pay. Then when holding them to their contract for camera angles that have not been acheived, they wanted more money to fix what they should have in the first place. It's was unfortunate that it took a BBB complaint in order for them to come to an agreement to resolve the issues at hand. I have been passed around for 2 weeks, threatened and money demanded from me that I did not owe, hence why I filed the complaint.
I am appreciative at their willingness to try and resolve our dispute on some level, but Matson Alarm really has caused an emotional burden on me over the past 2 weeks that was completely unnecessary. Their response to the BBB complaint was that they did nothing wrong and that they will refund the $150.00 disputed charge and try and fix the camera angles promised without charging me a second $150.00 fee. Without the complaint, they wouldn't have done anything and for that reason, I can't agree that they did nothing wrong and the complaint will stand. I do believe that complaint is what drove their willingness today to try and rectify the issue and not because of good business practices. I hope to move past this and have the camera ls fixed as promised, and the fees reversed, but it isn't looking promising. Hopefully no one else gets sucked into their contract trap. Also, stated they can raise fees on you and keep you locked in, so buyer beware. They will present it as a work order.

E Graecus Zanganas _{on Google}

Dec 18th, 2023

Where does one begin? Overinflated prices? The fact that if you happen to have an alarm activation and you need to contact them and you forget the password they made you set up yonks ago youll be playing a stupid game of phone tag between them and the fire department because their agents wont take action unless they have the password even though theyre the ones calling YOUR number in the middle of the night because youre the emergency contact for the site? Its DAFT on an abysmally divorced - from - reality level the likes I havent experienced before. Let me play this out to you:
Matson Alarm calls, youre in the toilet. So you call back:
-Who are you?
-Whom did you call?
-Youdo you have your password?
-No
-Sorry, we cant help.
-Why are you calling me?
-Youre our emergency contact
-Rightso what number did you call?
-Yours.
-What number is calling you back?
-Yours.
-So who am I?
-Sorry we need the password.
You couldnt write stuff like this up. But someone, somewhere deep in the Matson ecosystem put this in place in a moment of infinite wisdom. Just make sure you dont have to call them and theyll be happy to take your money for as long as you allow them. Or keep you awake all night until you either remember your password or turn your phone off and catch a bill from the fire department.
Do yourself a favor and choose sanity.

Kevin Tyler _{on Google}

Oct 12th, 2023

We have used them for almost 10 years, but over the last few years since they sold out to a larger company their service is terrible and we have had breakins with no call cause the monitoring service was a sleep or their equipment doesnt function as it was advertised. They are rude and combative over the phone and dont care about their customer or the businesses they are supposed to protect. DO NOT USE THEIR SERVICE. READ ALL THE REVIEWS OF HOW BAD THEY ARE NOW! Once a great company, now I cant wait to rip their equipment out and replace it with a better company!
Reply to response:
You and others in your company have committed to get back to me in a timely manner but never do. The fact that you would spend time responding to a review on Google saying you want to make it right instead of calling me and actually doing so shows you care more about how you are viewed then how much you truly care. I can add or remove reviews based on the level of service you provide to make it right, but I was told you are a corporation so there isnt much you can really do.