Central Security Group – Houston

Adrien Reyes is an asset to Central Security Group. Adrien scheduled an appointment to correct some issues from the install, and he worked diligently to ensure the sensors and alarm was working properly. I will request Adrien for future service requests.
Thanks, Adrien.

I have been a loyal customer of Central Security Group (CSC)/Guardian Security Systems since 2009. For the first 3 or 4 years, Central Security Group was diligent in verifying that my system communicated with their control center. However, sometime in 2015, CSC abruptly stopped verifying that my system was online and communicating with their control center, when in fact my system was offline due to a dead battery that they diagnosed but indicated that they could not change. In the meantime, I have been dutifully charged the same monthly monitoring fee for no monitoring service. Due to extraordinary circumstances, I have only now been able to address this situation, and do not plan to remain a customer of Central Security Group/​Guardian Security Systems for much longer. Unfortunately, CSC does not appear to appreciate loyal customers :(

Gregory Martin Ray is an amazing technician! He was so patient and polite! He explained everything to me and fixed the issue. He also helped me identify an issue that was unrelated to CSG! I really appreciate his great service!

CSG was great to assist with service set up, answered any and all questions I had and Lucy Ortiz was wonderful! Make sure you ask for Lucy to set you up. She can answer any question you might have and is thoroughly knowledgable in this field.

Update: Within 30 mins of posting my review, Jimmy with CSG reached out to me to hear my concerns. He was very cordial and considerate of my situation and resolved it with a quick 5 min phone call. To be completely honest, I was pretty surprised and although it took posting reviews on a few sites to get a response (the reason for 4 stars instead of 5) I am very pleased with the way Jimmy handled it! He explained the situation thoroughly and that it does take time to recoup costs from equipment, installation, etc. I’ve added another 3 stars for Jimmy’s handling of the situation.
Old Review: My wife and I just moved and needed to cancel our security service with CSG. When I called, they told me that I had to send an email formally stating that I wanted to end my service. They also said that my contract was set to expire the next month and asked if I’d like to renew. I said no, yet they continued to push. Needless to say, I eventually got the point across that I was not interested in renewing. So I sent the email and was surprised a month later when I received another bill. I called back again and they informed me that my contract hadn’t expired and therefore I would be charged for an extra month because they require 30 days written notice prior to canceling your account. They then proceeded to make it very clear that I had signed a contract that said they needed 30 days notice. I’m really not sure what the notice is for, it’s not like they are an apartment complex that needs it to fill a vacancy. Regardless, I went on to ask how they expect people to remember these small details +2 yrs after signing the contract. The lady wasn’t budging so I asked for a manager. I went on to explain the whole story to the manager and she acted as if they were actually doing me a favor. She said that they were losing money and that they could actually get more from me because I was contractually obligated to do so for the remainder of the contract. Wow! Two years of paying my bills on time and they are losing money? At this point I’m boiling and she went on to say that she bet I received fantastic service since the time I had signed up. Haha, how ironic that I’m sitting here receiving terrible customer service as she tells me how great she assumes it has been over the last couple years. I corrected her and said that actually I didn’t receive any service from them at all. They just collected a monthly check and once again they want another one for doing absolutely nothing. In the end she just said «sorry, we can’t do anything for you». How’s that for fantastic customer service. I said that just shows what type of company you are that you’re more worried about scamming someone out of an extra $ 36 than potentially having a repeat customer in the future. Not only will I never use them again but I will tell everyone I know, not to use this company.

I’ve been extremely pleased with Central Security the past five years. They’ve had quick response time when my alarm has gone off, and have been easy to work with during the move out process (I’ve had realtors set my alarm off three separate times). I’ve never needed them to send the police, but I felt safe knowing that they were helping protect my home both when I was in it and when I was away. My husband already has a security contract, so I couldn’t use CSG at our new home, but I’ve been happy with their service since acquiring it.
I only gave ⁴⁄₅ stars because cancelling my contract has been frustrating. I didn’t realize that my contract renewed annually. I’m sure I received notification about this when I originally signed my contact, but it’s been years since then. If CSG could improve one aspect of their business, it would be an annual reminder that your contract is being renewed for a year. Even just an email would have been helpful.