Redwood Security Systems

I wouldn’t recommend them based simply on the rudeness that we encountered. Extremely unprofessional, pushy, etc. I’ll keep looking, or get a bigger watch dog.

We have been very pleased with Redwood Security over the years. We have found Jeff to be extremely helpful in answering our questions and providing us with information on upgrades. All of the technicians have been unfailingly polite and efficient. Whenever we have had a problem (maybe 3 times in 5 years) we have received immediate service and repair. Naturally you want the highest possible quality for this type of service and we feel Redwood Security has worked very hard to earn our gratitude.

Robbery and faulty alarm system
2 weeks ago our house behind the Mill Valley golf course was broken into and robbed, late on a weekday morning. Back door from deck was kicked in. Fortunately, nobody was home, and all that was stolen was a well-​backed-​up laptop. (Are YOUR photos backed up?)
Problem was that neither our alarm company, Redwood Security, nor the Mill Valley police were notified. My wife came home to a ringing alarm. The reason? 4 ½ years ago we switched our land line phone service from AT&T to Comcast VOIP. Familiar to you? If so, be worried.
Redwood Security, that is taking no responsibility for mismanagement of the system, alleges that Comcast messed up the rewiring of my alarm’s phone line, and that since then, I didn’t test it properly. Per Redwood, it is solely MY responsibility to test the alarm, since even in this «internet of things» world, Redwood’s systems can’t reach out and touch my house. They just sit there and wait for incoming calls (and payments, based on my Quicken records) from PROPERLY monitored homes. You know, all those homes where people watch Comcast technicians at work and who frequently test their alarm system’s ability to automatically call Redwood’s waiting dispatchers if something happens…
The technician who came to our house and discovered this alleged faulty wiring said «This happens all the time.» When I asked him if Redwood was doing anything about it, I got the usual «I’m just the technician.»
When I told the service manager at Redwood Security that I’d been robbed, and had learned that my house hadn’t been monitored in 4 ½ years, he said, «Oh, did you switch phone providers?»
Obviously, they’d been through this before.
When I spoke to one of Redwood’s owners, he told me on the phone that they would «make it right» and it «wasn’t my fault.»
But… The next communication from Redwood was a harsh letter to us citing our contract, blaming Comcast, blaming me, incorrectly stating that the police report said nothing was stolen, and offering to upgrade us to a better system at a discount. Now, THAT’S a sales pitch!
Given THAT solution to this literal «breakdown in communications,» my family won’t be the last victim of crime, unresponsive management or faulty legacy technology.
So, if you don’t want to be next, regardless of who is at fault, I suggest that you learn about, and implement, as we have, a better security system that includes two way communication, redundancy, text alerts, video, etc., and can even arm itself automatically! It can be done for much less than what Redwood charges for its «service.»

Redwood Security Systems has responded to all of our customized requests for service in a timely and professional manner. In particular, Jeff is accommodating, cordial, and very helpful in problem solving. I cannot comment about the negative reviews but can say that Jeff has consistently provided outstanding service for a variety of requests and has proven to be flexible and customer focused!

Been using them for years at my business and recently installed at home. Could not be happier. The home installation went extremely smooth and they worked with us very closely. They answered all our questions and showed up like clockwork. Plus we liked working with a local firm that is part of the community instead of some national mammoth company. The system they installed works great. Very reasonable given the peace of mind that comes with it. Cannot recommend them high enough.

A friendly staff, that is not only competent and professional but service oriented. We have been a client for over fifteen years, and they consistently treat us with our needs regarding home protection. Keep up the good work !

The first thing on my list of to do items is not to search for a new security company. That said, it is about 5^th on my list, and I’m just about ready to move it further up. The customer service at this company simply totally lacks at this point. I am definitely not happy and only stay because I have other things to focus on right now. The minute I get some free time I am going to be checking Unilocal for better service.

I’ve used Redwood Security for a couple of years. The installation and repair has been very professional. Their customer service is great, too. The only issue I have with them is that their billing is a little weak. Mistakes will happen periodically, and can take multiple calls to resolve.