I have had home security monitoring with this company for a few years now, and let me just say, the customer service just isn't there...... at all. You are supposed to test your alarm monthly, and I do. When setting off my alarm a few times during the monthly system test, I had almost exact situations repeatedly occur, I wouldn't receive any phone call from their "monitoring center", so I would call the office and tell them that I did my monthly test, and I didn't get a phone call from the monitoring center.......It was as if they went blank when I would say it. And it would always turned into a "Can I get your name and number and have someone call you back about that?" from the secretary. No one called me back. Ever. After quite a few more phone calls to their office, the "repairman" over there told me it had to have been a bad battery for it to not have sent a signal or anything..... I thought to myself, doesn't something flash on the screen when the battery is dying? So I said, "Ok, how can I replace the battery?" and the guy tells me, get this...., "Oh, it costs $60 for a service tech to come out and do that for you, and that's just assuming that's the actual problem. If it's a different problem, you will incur other charges." I told him that I wanted to do it myself, and he told me that I couldn't. I just thought that was the dumbest thing I ever heard. How hard can it be to replace a battery?? It seemed like a scheem to make money. I started wondering if they monitor at all!! What proof can they provide me with that tells me they actually have a monitoring center?? Probably none. And guess what! I had a friend of mine take a look at it for me, and the faceplate of the keypad popped right off with a flathead screwdriver and there was the battery.... and U.S.A was trying to force me to pay them $60 to do that. I am still under contract that I had prepaid at the beginning of the year (because w/ this company, you pay your full anual premium at the beginning of the year), so I can't do much now except wait for my time to expire w/ them and go to a REAL alarm company. I think you probably get what you pay for in this case. And let me just say, I don' live in the best of neighborhoods, and this is the main reason why I have this alarm system, and it actually makes me feel just as vulnerable as I would if I didn' have an alarm at all. I personally think this company is a waste of time completely! Take the money that you would have spent here and add a little more money to that, and then you can get a bigger, more capable home monitoring company that is able to handle their workloads and their customers.
Cons: Takes them forever to get anything done!