Pure Protection

TLDR: We have Pure Protection cameras in my HOA community, they are not working, and as a board member I am unable to get the needed access to identify and request maintenance services let alone address several security instances in the last 2 months since I started trying to get access. Our residents do not feel safe, and I certainly do not feel reassured that our security is in good hands. Pure protection systems installed security cameras in our HOA community previously. I am a new board member as of summer 2023. I reached out in response to complaints that the cameras werenâ t working after an application update, the footage is foggy, and the cameras arenâ t placed where license plates can be viewed. My intent was to first get access and rule out any potential user errors before documenting our issues. I attempted to call 8/11/2023, and didnâ t get a connected until TJ Casterline returned from vacation 8/15/2023. When I spoke with him I described the situation on a phone call with Casterline, 8/11/2023, and let him know I would like to get access first and go from there before requesting additional services. I was directed to install the application (which I did on my desktop and android) and was told I would be given the credentials needed to access the feed. I did not receive these credentials and called him back the next day. I was told he would send the credentials â againâ and the call was ended. I never received the needed credentials and have not been able to get connected with him since. I've called him several times for two months, in response to active security concerns in our community, and have left multiple voicemails outlining the reason for my calls. I have been told by previous board members that it is not uncommon to have difficulty getting a timely response. I find this disturbing for a security measure. In desperation after another incident, I attempted to call every possible extension on their switchboard. I got in touch with a monitoring company that is third party and they couldnâ t help me. After another try I was able to get in contact with a Pure Protection Customer Service agent, Matt, 8/24/2023. I was told the account holder; our president would need to authorize access for the rest of the Board. Which she did in an email to him, 8/25/2023, and I never heard back. I reached out again to the rep 9/1/2023 and got no response. After yet another security incident, 9/26/2023, I attempted to call and leave a message for TJ Casterline yet again and emailed their public contact email 9/27/2023 requesting a response by end of day 9/28/2023 and still have not heard back. Entrusting our community's safety and security to a company is significant. I'm extremely disappointed in this customer service as it demonstrates a disrespect of this trust.

I already write a great review!! Top notch

The owner arrived on time, to my wifeâ s and our business. had the technical information, and my undergrad is in computer science. Displayed his personal residential system complete with camera feed, great customer service. I was thoroughly impressed. Scheduled for next Tuesday. The experience was so positive heâ s coming to give us an estimate on our residential tomorrow.!!! ð

They made everything very simple to understand, and were very thorough without confusion. They were on time, and the installer was very competent and friendly. Overall excellent experience!

Punctual, professional.

TJ and Matt were very friendly and helpful. We got the best price and the best service around. There was no pressure in committing with this company. I would recommend them to everyone!

This company is extremely professional and knowledgeable — in addition to quality work they are very personable and really care about what they do. They answered all our questions and didn't try to rush out until they were sure we understood everything.

TJ installed security cameras and an alarm system in our home. We are very happy with the equipment and the quality of the installation.

TJ knows how to run a successful company. Knowledgeable about his product, the industry. Honest and direct to deal with. I don't know about you, but I hate a hard sale approach. TJ talks with you to find out what you need/want and offers reasonable solutions. The install was done well and on time. The quality of the products/service I chose are excellent. Don't go with a large national company. Go with an honest, reliable, approachable local company. No risk here. I put in cameras and an alarm system. I wish I'd done it sooner. Jennifer R., Rose Park, UT