Floyd Total Security

My rating remains the same because of the many issues I experienced — and because of this company’s intent to nickel and dime clients.
I wanted to provide an update because after my 1÷17÷14 I had two additional issues with the company (the door access keycard readers completely broke down and needed to be replaced after only 6 months of use and we needed to re-​install their software).
After some debate, they did not charge us for replacing the keycard readers. Then, our computer system crashed and deleted everything. Which was not Floyd’s fault at all, so we planned to re-​install everything ourselves.
Floyd did not provide us with the software to re-​install (nor did they provide any training on how to back-​up/​save the data) so we contacted them to get a copy of the software to re-​install. At first, they wanted to charge us to come out and install but I insisted we’d install ourselves to save the cost and just to send the instructions.
Unfortunately, they were not very easy to follow — and didn’t include how to re-​install the video recording software. Feeling very frustrated about the lack of ongoing support, I contacted them again and expressed my desire to cancel my contract with them. In the email, I inquired about a cancellation fee. My sales person immediately responded and said they were canceling it immediately, that day and I’d be charged over $ 1,000 for cancelling– and went out of his way to say he was going to call the fire marshall to let them know we aren’t being monitored anymore (my only guess is that was his veiled attempt to threatened us). I was upset at his email because I clearly wanted to know what the cancellation fee was before making an official decision — and it was completely unprofessional for him to go and cancel without my explicit authorization. I immediately called them so to stop the cancellation (as I was not going to pay such a ridiculously large fee). I spoke to someone in customer retention who recommended I contact the Vice President to share my experience.
I ended up emailing their Vice President both my original Unilocal review and a detailed list of the many, many issues I had. He immediately got involved and has been extremely friendly and responsive. He met with me in-​person, with my sales person, and seemed to genuinely care about making sure things were turned around. Everything is up and working now (because of his involvement) — and he has assured me that they’ll help if we have any further issues. I wanted to be fair and provide this update because Floyd did bring up this review in my conversations with them — so they have made efforts to improve customer service and remedy the issues I have had. Since I’m stuck for 2 more years, I will provide another update once I near the end.

Great! The installer was very knowledgeable and professional. He explained everything in an easy to understand way. He made it as stress-​free an experience as possible.