Aside from the level of service an alarm monitoring company provides, the quality of customer service is recently becoming a determining factor when choosing where to sign up.
We cannot just go ahead with a company that doesn’t treat us well especially in times of great need.
An alarm monitoring company by the name of Matson is put into the limelight whenever discussions swerve into customer service. Let’s look at the company profile as well as Matson alarm system reviews and see what the fuss is all about.
Matson’s History and Reputation
The Matson Alarm Company was founded in 1974 by the Matson Brothers – Larry and Mike. It was at that time when they realized businesses were protected from burglars and fires, but never the homeowners. And so the company was born.
For over 40 years, the company boasts of 33,000 happy customers; 89,000 burglaries avoided; 112,000 fires dispatched, and 21,000 businesses served.
Matson Security considers itself to be one of the top 100 security companies in the US. With the company’s 5-Diamond CSAA certification, you are assured of quality customer service and a swifter response to emergency situations.
Because of the company’s claim to high-quality of service, its rates are usually higher as compared to its peers. Although the plans and prices would vary depending on the kind of plan that is tailor-fitted according to your needs, it is still on the more expensive side than the others.
Matson Security maintains an A+ BBB rating with only two complaints filed. The two are billing concerns, both of which were already addressed by Matson.
It should be interesting to note, however, that while the company promises you exemplary customer service, Matson Alarm reviews online show dissatisfaction of how they, the customers, were treated by representatives.
In fact, one alarming comment found is from a customer who maintained that the Matson representative he talked to gave him quotations as “high as a kite”.
In response, a Matson employee called the customer’s comment as inappropriate, what with the review posted on a public forum, and that all Matson employees are not “high as a kite”.
Plan Pricing and Services
Below are the Matson Security basic plans:
|Plan||Essential Security||Total Security|
|Controller/Keypad||1 Controller/Keypad||1 Controller/Keypad|
|Door/Window Sensors||3 Sensors||10 Sensors|
|Motion Detectors||1 Detector||2 Detectors|
|Remote Key||1 Key||1 Key|
Both plans can be controlled through your Smartphone, tablet, or your computer.
These costs already include installation and the wireless system.
If you want to add Wi-Fi and/or cellular backup, there is an additional price that you have to pay. You just need to get in touch with Matson Security and request for a quote.
The company offers the following services:
- Smart Control Security – with the aid of an internet connection and a smartphone, you are able to manage your security system even while on the road;
- Security Cameras – you get the peace of mind knowing you have access to your properties even while away. The cameras are also strategically-positioned to give you maximized view of your properties;
- Commercial/Residential Fire Alarms – smoke, heat, and carbon monoxide detectors are placed into your homes/businesses that alarms you of impending fire-related dangers;
- Access Control Systems – lets you manage who would and would not have access to your offices;
- Fleet Tracking – lets you keep track of where your vehicles are. It also gives you a picture of the best routes your vehicles should take in order for you to save time and cost;
- Whole Home Automation – controlling shades or dimming the lights are just some of the features of this service that sets the mood at home; and
- First Response Med Alert – a medical alert system in a form of a pendant with a two-way voice communication and can be monitored using Wi-Fi, cellular, radio, or a landline.
You have to take note, however, that in both of these plans, you are bound by a 3-year lease agreement.
If these plans are not to your liking, you can also customize it according to your needs. The rates, however, would vary depending on whatever is included in/removed from your plan.
One other thing you have to know before you sign up is that after a year of your subscription to the Matson Security services, the company has the right to increase its rates of not more than 9% per month.
Top Tips for Buyers
Matson Security can also take over whatever security system you already have. You have to take note, however, that if your current security system has obsolete components, the company will not be able to support that. The same is true if your current system has components that have already exceeded the manufacturer’s life.
In such cases, the cost of the repair or replacement of such component(s) will be shouldered by the customer and shall be payable at the time of service.
During power outages, it is said that the battery can last up to 8 hours. The panel battery will also live for about 5 to 7 years.
Cancellation and Transfer Policies
If you are an old customer and you have plans for cancelling your subscription to the company’s services, it is important that you are aware of the date when your contract expires. You have to make sure that you request for a cancellation of your account at least 30 days before the end date of your contract; or else, it is automatically extended for a period of 2 years.
If you would like to cancel your account before the contract expires, you would have to pay for the remaining period that you signed up for.
There are quite a number of customers who posted online their dissatisfaction with the company’s cancellation procedures. Not only do these customers rant about that, they also have something to say about the company’s customer service.
Unfortunately, there is no information available about the process and requirements when transferring from one location to a new home. There is also nothing online about the transfer of ownership from one person to another. With these two concerns, you would have to call Matson Security and inquire.
What’s the Bottom Line?
While Matson Security enjoys a good BBB rating, other forums show quite a number of disappointed customers.
The issues are mostly about cancellation requirements. It may be the responsibility of the client to thoroughly read the contract but isn’t it also the responsibility of the company to make sure the customer fully understands before he/she signs? Ensuring that the customer understands everything before he/she signs would definitely avoid conflicts in the future.
Also, there is something to be said about the level of customer service the company provides. There are a lot of instances when customers would complain about how they were treated by the representatives. This is ironic, considering that with the 5-Diamond, UL-listing status, exemplary customer service is expected.
Unless these concerns are addressed, you should avoid this company like a plague!