Ontechsmartservices

The worse service bar none. At the time of installation (that was faulty) I purchased a service contract for a year. When the alarm didn't work properly I called for service and was told that sending a tech will cost me and that the contract only covers assistance on the phone. When I asked for that assistance I was told it only covers software support while hardware issues require a tech visit which I have to pay for, i.e. I paid for a contract that is worthless and I still have a faulty installation.

Byron was out technician and he installed everything from cameras, thermostats, WiFi mesh and a video doorbell.

He was really thoughtful and his communication was excellent. He walked us through all the options and provided amazing customer service and support. Such a nice guy, I will definitely request Byron when we have additional items to add to our new home.

He didn't even put up a fuss when our work order was placed at our former address. He just asked for our current address and arrived 15 minutes later. He even apologized when it was clearly my fault. Awesome guy, memorable service.

Very disappointed! I had an appointment scheduled for yesterday afternoon between 4 and 6 PM to have a Ring doorbell installed. Appointment was confirmed via email that morning. I called the company at 5:59 PM to inquire when the installer might be arriving. They checked further and found that the appointment had been moved - to between 9:30 and 10:45 PM! Who in their right mind is going to let a stranger into their home at that hour? Not to mention that there was NOT ONE NOTIFICATION that my appointment had been changed! I spoke with 3 individuals during the evening (Nicole, Desmond and Andrew) - all were sympathetic, but could do nothing to help. Andrew further indicated that the appointment showed the installer arriving between 9:45 and 10:45 PM - and since they are an hour behind me (Eastern Zone), that could've been close to midnight! I asked if he would be in favor of his mother answering the door and allowing a stranger into her home at midnight. They now have my credit card payment (which won't be credited back for 8-12 business days). What a scam operation! They indicate that they have a 95% favorable rating - not sure who could be pleased with this customer service. And all of these people that I reached on the phone are working from home, so it is impossible to speak with a supervisor. Don't book with these people! Get your own electrician, if you need professional installation!

I bought a Nest Thermostat from Amazon for my Stepmom's Christmas present and scheduled an installation through them. The gentlemen that came talked us into buying one from OnTech instead with the 1 year "All Services Included" Package. He said this included ANY HELP my 75-year-old might need in the future with ANY items electronic in her house. He set up the Nest and her Cell phone in the app and left.

First bout of Winter and she goes to turn on her heater and it doesn't work, we call you guys out, he comes and fixes it.

She was out of town for a few days earlier this month and was trying to start her air conditioning via her app but it wouldn't work. Her son in law lives close, so he went over and found the whole system was dead and wouldn't turn on. We drive down on a Saturday to try and help. The system said a wiring issue. The nice lady we spoke with first via chat and then she called us to explain that this is a known issue with Nest because they are sensitive. She recommended that we not try to fix ourselves as we are not electricians and forwards us to the scheduling department. Here we encountered one of the rudest people we have ever met. You could just tell he hated his job. We try to make the appointment and he goes on to tell us that we only get the first couple free and that each trip out would be an additional expense. I explain to him that we bought the "All Included Package" and that we were told that they would come out each time for free because as the name states, it's included! After dealing with him and feeling lied to by one of these men, we are done with the Nest that doesn't work and OnTech's services.

Now they are sticking to their 60 day refund policy and will not give any of my money back.

Yesterday I had Nest Doorbell, Nest Lock and Nest Thermostat installed. After the thermostat was install the AC
Kept cutting off. I called to try to get a technician to come back, they said the best they could do is schedule someone for Saturday, 4 days away. I asked to Talk to tech support. The guy never trouble shot anything. He said it sounded like a wiring problem and I'd have to wait for a tech. Since it was over 100 degrees I hade to start trouble shooting by search the web.

I found the thermostat was rebooting and turning the ac off every time it rebooted. One of the solution was Check for software updates. So
I did. I found the software was almost a year old and there had been many software updates. Why wouldn't a tech insure the equipment they are installing was up to date? I also found the thermostat is lose at the base. And I believe is defective as it doesn't have a good connection.

These are basic installation step every tech should perform. I paid extra for a years worth of tech support as well as paid for installation. Neither of which were able to do their jobs.

I'm not sure if there are any other things that aren't working or set up correctly, but I'd like a qualified technician to come look at it. Someone that can know what they are doing.

To say I'm disappointed, frustrated and feel Ripped Off is an understatement. The level of customer service and technical ability of your company should be embarrassing to you!

I would
Like a supervisor to contact me

I purchased a smart lock from Google and had it installed. Justin was the tech who installed the lock. He called before the appointment and let me know that he was heading my way. Justin was courteous, chatty, and explained everything thoroughly. It was a really good experience!

Justin helped us mount our Samsung Frame TV. He provided knowledgable and professional service! He was amazing! So kind and thoughtful. Best in home service ever!

After researching the web, I've found more folks dissatisfied with OnTech than satisfied. The primary issues seems to be the lack of technical knowledge for its service reps. For us, we had several service installs including a Nest Hello Doorbell at a new home. The Tech was friendly and seemed knowledgeable. However, our door chime does not work any more (vs.the physical door chime we had before). Because the Nest Doorbell was connected to our Google Home Hub, we could tell when someone came to the door. However, one day our internet was out and we could not hear the doorbell. So, you really need to have the physical chime installed as a backup. I called OnTech to fix it, but they wanted to charge me another $100 to come out (even though it was a faulty install). To make matters worse, the Tech took (stole) the part that connects to the Door Chime, so we had to buy another part. The other installations were okay, which is why we gave it 2-star vs. 1-star.