(Added Jan 26/11) For 11 years, my company has used Stanley Convergent Security (formerly Sonitrol) for our commercial property security .  Unfortunately, under Stanleys ownership, their customer service has become absolutely awful and they have overcharged my company more than $7,000.  Four months ago, I requested a Billing Audit because it had become clear we were being drastically overcharged.  Stanley had neglected to reduce our monthly fees as we had reduced our warehouse space and security system coverage.  We are paying $400 per month (that is $5k a year, more than $40k over the past 11 years.)  Over the past 4 years, we have reduced the coverage (# of overhead and entrance doors, and the square footage of space) of Stanley is Security System by about 50%. However, Stanley had NOT reduced our monthly fees.  During the past 4 months, I have sent Stanley 12 emails and called them 11 times, and only ONCE did they return one of my phone calls to address our audit request.  When I finally got the Customer Service department to talk to me about my concerns, they promised they would evaluate it, and that any retroactive adjustment could only go back two years because that was when Stanley had bought Sonitrol.  I said I would live with a refund of any overcharges for the past two years.  Finally, they have completed their audit and they are REDUCING our monthly service from $400 to $250, so it will now be $150 LOWER.  However, now they are saying they will NOT implement the change retroactively, even though they had twice previously said they would change it retroactively. So, they OVERCHARGED us $150 A MONTH for 50 months, that is $7,500 and they originally said they would refund us for 2 years, that is $3,600, and now they will not refund any of the overcharges, that is $ ZERO.  I have called the Austin Sales Manager multiple times in the past 2 weeks to discuss this situation and he refuses to return my phone calls.  I am glad none of our other vendor partners give us such poor customer service. Bill Coon

(Added Oct 24/09) I had Sonitrol about 13 years for my business.  I thought Sonitrol was good company until somebody broke in (first time in many years). They broke in at 9:10 pm, but alarm didn't go off until 2:30 am the next day. It was more than five hours delayed so I called Sonitrol same day, and Sonitrol sent the inspector to check my alarm system to make sure every sensor was in working condition (Sonitrol thought the problem was with one of my sensors). Believe it or not, everthing was working good except Sonitrol forgot to called the police and me. I pay to Sonitrol mid $70 per month and I found out I'm paying way too much. After they figured out it was their mistake, they offered me six months free plus they reduced my monthy payment.  But they (the burglars) stole about $15k of my merchandise and Sonitrol only offered me six months for free? That's how Sonitrol treats one of their loyal customers?  I am trying to switch alarm systems because I can NOT trust Sonitrol anymore. So I called them to cancel the service but they told me that I'm still in contract. I don't understand, I had Sonitrol about 13 years and now they are telling me I still have a contract left so I can't cancel the service? Well! I'm going file a claim. Good Luck Sonitrol!

(Added <Apr/08) Sonitrol focus's mainly on businesses then houses, although they are willing to do both. Their price tag is a little higher then Alarm Force's, ADT's. I've found their system superior.  They use sound (microphones) over motion so it's verified. The Police response is the fastest I have ever heard of, and another plus would be same day maintenance. Again their prices were higher then the other quotes but they use a completely different technology.

(Added <Apr/08) We use Sonitrol at our business, and I can tell you that we are very happy with it.  We used ADT prior to Sonitrol, but the false alarm fines were crazy.  Sure, Sonitrol is a little more expensive initially, but with $2,000 in false alarm fines with ADT, you do the math.  I would rather pay a little more for the system, and not $2,000 more per year in fines!  Sonitrol uses verified audio detection instead of motion detectors, so the operators can hear the break in.  They also have a false alarm guarantee, when looking for a new security vendor, Sonitrol was the only one I found with such a guarantee.