Gaylord Security

Do your homework with this company

by VDel1984 at Citysearch

A Gaylord representative came to my door after I moved into a new house and offered security services. He claimed that the company was doing "marketing" in the area, and for simply putting the sign in my front yard (oh and signing a three year contract) I would get a security system for free. Whatever. Salespeople lie all the time, so that isn't a huge deal. The guy was nice enough and returned at a time that was more convenient for me.

As we worked through the contract, the bill reached $51 a month, mainly because 1. I need to use a cell phone for my service which costs more, and 2. to have an armed guard, rather than a security guard, come if the alarm goes off. He assured me that I could take those things off if I changed my mind later or got a home phone.

The system was installed without any problems shortly thereafter, and it turned out that the free security system also cost over $100 to install. Ok my mistake for not asking.

A few weeks later, another nearly-$100 charge hit my bank account as an activation fee. Oh.

Then the first month you're actuall charged for two months. Alright.

So $300 later I had my free system a couple of months security in the bank.

I finally got a home phone, so I called ADT directly to change my service. No can do. The contract is the contract for the three years, so call your local provider, I was told.

I called Gaylord about the home phone/ cell phone issue, which is going to cost me $400 over the life of the contract. The person I spoke to said she did not understand why the representative had told me I can change the deal, because I can't. I also explained that the representative told me I could take off use of the armed guard, and she said that Clark County requires the use of an armed guard, so it wasn't even an option not to pay extra for it ($216 over the life of the deal). What the heck!?

I left a message for the billing person, who did call me back as soon as possible. She just gave me the cost to cancel the contract ($1,300). I mentioned that my dealings with the representative were pretty misleading, to which I received silence. Not even something like, would you like to take it up with a manager, or sorry for the inconvenience... nothing. Thanks and goodbye. It was so awkward it was kind of funny actually.

I do realize that a contract is a contract. Because of the representative, though, I was under the impression that it was like a cell phone contract, where you can adjust the features but you're still locked in. Ultimately, it's my mistake. However:

Do I wish that in this purchase, which is going to cost over $2,000 during the life of the contract, that the company could be a source of reliable information about what I was getting myself into? Yes. Do I wish that they would actually care or pretend to do something about what their representative, who is really the only point of contact during the signup process, is saying? Yes. I would suggest that the company add the fact that features cannot be adjusted to their list of things you initial as proof that they told you.

I give two stars for "sorta good" because the security system itself is fine, but the customer service is a major issue. I'm not looking forward to mailing these people a check for the next three years, and I definitely won't renew for the next 50 years or so of my expected lifespan (that's about $30,000 in security fees by the way). There are too many reputable security companies in the area to have to deal with one that is more interested in extracting a monthly fee than building a relationship with the customer.

If you do use Gaylord, be sure to ask about each and every fee that will be charged prior to the service starting, as well as getting the specifics on adding or removing features. Otherwise, some of the information won't be volunteered, and some of what you are told may be incorrect.

They did me right!

by ProStar Pest Control at Citysearch

From my first conversation with Frank Murphy of Gaylord Security to my activation, it was seemless. Frank really knows the company he works for, the equipment he promotes and the service he provides. The install guy was friendly, fast, and knowledgeable to get you up and running with ADT/Gaylord Security. If you are looking for an alarm system go with Gaylord Security.