350 Wilson Pike Cir Ste 300, Brentwood, TN | Directions 3702736.024465 -86.786817
Mon. - Fri. 8am - 5pm;Sat. - Sun. CLOSED
I typically take the time to write good, positive reviews, however, I have absolutely nothing positive to say about this business. Truly, I am not even sure how this business is still afloat, it surely won't be for long. The owners, Tom and Jeanette, clearly have no clue how to run a business or take care of their customers.
My interactions with this company started about 18 months ago and it has been nothing but unfulfilled promises ever since. I was interested in getting Control 4 for my house, and knowing that this WAS (yes, past tense, thankfully) a Control 4 dealer, I decided to give them my business. Tom put together what was a 'great deal' and had 'everything' that I needed to have a great home automation system.
Come install day, it was found that I wasn't sold everything that was needed for the job. Ugh, hello, don't you think the owner/salesperson should have some semblance of a clue as to what they're selling and what's required to complete a job?! I was appalled that my already expensive system now cost me even more money because I guess if you actually want your stuff to work and operate as it should .. well that's an extra charge! Silly me, can't believe I didn't realize that!
Oh and when you call about issues with your system, don't expect quick service. Not their technicians fault but they're stuck working like dogs, cleaning up one disaster after another that Tom and Jeanette have created. If I can have one positive spin to this review, it would be their Control 4 technicians. I dealt with two men in particular, Brett and Kyle, who were incredibly knowledgeable and willing to do whatever it took. Truthfully, those two guys should be in charge.
Save your money, your time, and your frustrations for a company that knows what they're doing. This company and its owners are a pitiful excuse for audio video and alarm sales and service.
Great Work! – I had an ADT system for 12 years and my monthly monitoring bill went up every year. I called several companies and it seemed all of them had lower rates than what I was paying. I chose Ace because they were the nicest with the most info. A rep came out and tested everything and converted my system seamlessly. I found this site when I was searching, so I made a mental note to check in after the transaction was complete. I highly recommend Ace!
Really, Really Great! – The guys did a great job analyzing our needs, making recommendations during the construction phase. Helped us understand lots of new technology. We can operate our TV's, Music, HVAC lights and a front door camera from our iPhones - very easy! Great alarm system too. The tech gave us his cell phone number as he left, which was a nice touch. My boss recommended them and I will do the same.
Promise the sky, deliver dirt – Tom did a great job selling me on the control 4 home entertainment system and features, fast forward to the dreary team doing the install. Arrived 2 hours late, took a 2 hour lunch and told me he was doing me a favor staying to finish the install as he doesn't get paid after 5. Left a mess and i spent over an hour organizing rats nest of cables.No heat upstairs for 4 days because of his mistake, when he finally came out blamed it on his coworker. Copied Tom on all emails to his tech and he finally got involved when I told him I was canceling charge on my card over 3k. Never got any of the macros he promised, switched to another company and am happy to Bad mouth them to all that will listen. One line Tom used was " We are an alarm company so we want people to like us" Good luck with that!
Unreliable – We bought a prewire for a new house under construction for home theater and whole houses sound. All we ended up was some speakers and 15 wires sticking out of a closet wall without connectors on any of them. They didn't even run an HDMI cable from the video closet to the TV area in the great room. How can a home theater prewire not include the HDMI cable??? Got me too! They would not answer my questions or return my call. Had to finish the job myself by installing the wire connectors and a wireless HDMI transmitter and receiver. I would not recommend this company for anything.
Great!! – I read these reviews when I searched ACE to find their number. I was calling them because two of my neighbors and a co-worker uses them and praised them. I am normally not a "review kind of girl", but I thought I should speak up for them based on the difference between what I read here and what I heard and, mainly, experienced. Very thoughtful consultation, neat and quick installation, technicians cleaned up behind themselves. Very nice experience. I whole heartedly recommend ACE.
Don't Trust These People!! The will rob you!! – I was at a point about 3 months ago that I wanted my monitoring cancelled because I wasnt using it. I called and talked to Tim. He told me he would give me the next 3 months free and then if I wanted to cancel all I would have to do is call him and cancel it. Well, my 3 months is up and I call to cancel my service only to be told it has to be done in writing. So, I send an email to cancel. Then I get an email saying I have to give 60 days notice to cancel and I will owe them for that 60 days. They act like they have no record of me even speaking to Tim. I did finally get an email from him. But of course he still feels I owe them for the next 60 days. This place is a rip off!! DO NOT use this company!! They are not to be trusted!! I will tell everyone I know NOT to use this company!!
Love ACE! – ACE did an exceptional job on my security system and they installed some cool cameras that I can check out on my iPhone when I am not home. Great system and great people.
Quick and reliable service – We used Ace Alarms to overall our security system after having been broken into this summer. They came out, suggested improvements, quoted prices and did an excellent job on installation. I'm not sure why the other reviewer had a negative experience -- I have nothing but good things to say.
Beware of the "Tom Special" – Ace Alarms will tell you anything to get the appointment. I spoke with Tom the owner about my alarm needs and when pricing came up he said he was giving me the "Tom Special". However, the price was not what the tech wanted me to pay once he showed up for the appointment. Then Tom mysteriously forgot even speaking to me. On top of all of that, they missed a scheduled appointment with no call at all and on the day of my next appointment they called 15min. before the scheduled time to reschedule for later that afternoon. The whole operation seems to be a mess over there, no one knows who setup up what or what is being done where. I guess I should have know better than to go local....the big operations are big for a reason...performance and customer service...both of which are lacking at Ace Alarms.
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