BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Hawk Security meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Hawk Security include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 8 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||8|
|Total Closed Complaints||8|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Texas Department of Public Safety
5805 N Lamar Blvd, Austin TX 78752
Phone Number: (512) 424-2000
Texas Department of Insurance - State Fire Marshal's Office
PO Box 149221, Austin TX 78714
Phone Number: (512) 305-7900
Type of Entity
Limited Liability Company (LLC)
Business ManagementMike Shirley, Regional Vice President Lisa Beckring
Security Control Equipment & System Monitors Security Systems Consultants Medical Alarms Fire & Smoke Alarm Systems Burglar Alarm Systems - Dealers, Monitoring & Service Electronic Equipment & Suppliers - Service & Repair
Alternate Business NamesInterface Security Systems LLC
10203 Kotzebue St Ste 106
San Antonio, TX 78217 (210) 822-8941 (866) 543-1246 81778502001902 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (210) 822-8941(Phone)
- (866) 543-1246(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: We had a Hawk Security Service installed in our home on * March of 2012. We have had nothing but problems everytime there is a storm in the area. Hawk has been here on no less than 5 occasions to repair problems with this system. In September 2013 we returned from an extended vacation to find that the system was inoperable. We could not turn off the system with the remote, could not open the door without the system horn going off, could not operate the garage door because the alarm was on. Again on 10/**/2013 the alarm system has failed due to a thunderstorm. This morning 10/**/2013, we found that the system was again inoperable, it won't turn off due to 'another' malfuction. I called Hawk Security and there is nothing they can do to fix the problem today (Sunday) unless I would pay $137.00 to get a repairman out on Sunday. They will call me on Monday to set an appointment (the last time it took 3 days for them to come out) for sometime this coming week. The system is useless, it will not work when there is a storm, they can not or will not take care of the problem that is causing it to malfunction. They have replaced the keyfob, they have replaced something in the attic several times, but even with repeated repairs - it still does not work properly. I want it removed from my house and discontinue charging me for the service immediately.
Desired Settlement: Remove the system and discontinue the contract and service effective immediately. If they haven't been able to fix it up until now, it is unlikely it is going to be fixed in the future. They said they were available 24/7/365 we do not find this to be true.
To Whom It May Concern:
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: Hawk Security installed a home security system in my home in Dec-Jan and after 4 service calls, time off of work, and a technician who never comes during the time agreed upon, the system still delivers console network failure messages. I spoke with the customer service team who was suppose to send a senior technician out to my home in the beginning of April and the technician has yet to arrive. These network failures happen at all hours of the day & night and I must acknowledge each message as a very loud alarm sound with each message. Secondly the sales person who initiated the contract told me that I could purchase my own keypad for the door and they would make the connection with my system. I purchased the same keypad that Hawk advertises however when the technician came for the install he informed me that because I did not purchase their product/install than they could not perform the service. Bottom line is that if I have to be up at all hours to turn off alarm messages than I do not need a security system that is suppose to provide my family with peace of mind. I have no confidence that the system is working properly or that a viable signal is present.
Desired Settlement: Cancellation of contract, so that I may gain a service that I can use
To Whom It May Concern:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Our company has a service call scheduled for this Saturday to install an antenna and run wire to increse the customer's signal strength. We will not be doing any work, however, until we have shown the customer what must be done and have thoroughly explained how we plan to go about this task. We want to keep **** *********** as a customer and are in hopes that our plans to rectify this issue run smoothly. If by chance the customer is not happy with our plans after they are explained to her on Saturday, or feels running wire would be too intrusive in her home, we will let her out of her current agreement with Hawk Security.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
BBB's Final Determination: Consumer accepted resolution offered by the business.
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|11/5/2012||Problems with Product/Service|
|7/16/2012||Problems with Product/Service|
|11/7/2011||Problems with Product/Service|
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|9/13/2011||Problems with Product/Service|