Smoke Alarm Solutions

I have never been treated so poorly by a company that is supposed to provide a service. They have cancelled their scheduled appointments many times and often on the day if not just before the 4hr window they give you has almost expired. When I told them I required official entry notices they changed the entry window to 8:30 am - 5pm and then they… Read more

still failed to turn up twice.

The RTA said to complain to the Office of Fair Trading and the OFT said to complain to the RTA. The are completely ineffectual, they never do anything and they have no say over private contractors.

My real estate said that they have already paid for the service but they think about changing next year. They company haven’t supplied the service they were supposed to so they should give a full refund. I have a lease due but I won’t stay here if they intend to keep using this absurdly ridiculous company.

When I tried to call them, the woman had a Filipino accent and unlike the Filipino people I know, was a complete moron. She could barely string a sentence together and just kept repeating the same thing over and over even after I repeatedly agreed with her and said it wasn’t an issue.

My only power left is to drive down their google star rating and based on the number of negative 1 star reviews here, that shouldn’t be hard.

For reference, these are the six disrupted entry events so far: 1. 29/10 (1–5pm) Issued 28/10 by SMS. Cancelled on the day (“technician is unwell”).

2. 07/11 (1–5pm) Booking offered on 4/11 by SMS. Replaced the next day with a different date (did not go ahead).

3. 10/11 (1–5pm) Issued 5/11 by SMS. Cancelled at 4:32pm (“technician delays”). The technician then attended on 11/11 and left a card on the wrong day.

4. 24/11 (12:30–5pm) Issued 19/11 by SMS. Not completed. I requested a Form 9 at this point.

5. 25/11 (8:30am–5pm) Issued 19/11 by Form 9 (SMS link only). Entry window extended to a full day after I asked for a formal notice. Cancelled at 07:42am on the day (“technician illness”).

6. 02/12 (8:30am–5pm) Issued 25/11 by Form 9 (SMS and email). Later message said “keys unavailable from agent”. I was home all day waiting for this appointment.

They were very efficient at taking my money (pre-payment for the inspection). After receiving my money, their world stopped - they appeared to not make any effort to actually do the work. After weeks of nothing, I cancelled the job and went elsewhere. The customer service center appeared to be overseas and was as ineffectual as a person might… Read more

fear. The customer service line was like a "Computer says no" scene in Little Britain.

They did return my money quite quickly so perhaps the company should use its accounting team to manage the operations.

Possible Excess Costs – As a Tennant I have been treated very well by Smoke Solutions, no complaints there. I'm in 1 of 2 units approx 2 hours north of Cairns. I do not understand why the Technician has to drive north to do the inspection at Unit 1 in September and for Unit 2 drive up again in November. As a Tennant I can not make any adjustments to the dates arranged. Originally the inspection is on the same day, some one is paying for the

Superior fast, friendly service – She communicated effectively, confirming the day before of arrival, then 30mins before arrival. Was extremely friendly, fast and efficient. No time wasting and absolutely pleasant through the whole process. I’d happily recommend this business to anyone looking.

Great Experience under warranty – One out of 8 of our smoke alarms was faulty and due to it being interlinked it set them all off. I notified Emerald smoke alarms to state that I needed another one, and due to it being discontinued they sent me 8 new ones under warranty to replace the lot. Easy to deal with and great service. I was not expecting them to replace them all. Thanks!

Avoid--no aftersales service – Contacted them this morning about a faulty alarm they had installed. Told me I'd have to take it up with the manufacturer - Emerald Alarms - who were also very unhelpful. Apparently it had to do with the fact I hadn't paid and extra fee for ongoing maintenance. WTH?

terrible service – we have 2 properties. alarm started in one property, was only replace in 2024. took 1 week for them to come out to replace. spoke to many people, all saying different things, told i was not even a client when i had the invoice for subscription. second property when about to have an open house, alarm started going off- battery provided by them.… Read more

coincidence both alarms start to fault 2 months apart. Dont think their parts are of good quality and the worst customer service.

Annoyed – I was notified they were coming on a particular day between given hours. After time expired still no show. They had the cheek to message me and said I wasn't home...excuse me I'd be waiting all day not 4 hours so don't LIE about it.

Dreadful customer service - incompetent operators – Terrible company - been with them for years and it only gets worse. Upgraded (Qld) smoke alarms falling off ceilings because they're only held on with double-side tape; scheduled visits with 2 days notice (tenants are entitled to 7). Scheduling for a holiday rental is almost impossible. Call centre used to be terrible, now it's clearly off-shore… Read more

and even spelling an address is a 5-minute chore. My portal has now vanished from their site, meaning all my certificates have evaporated and I have not been billed for one of my properties for 14 months, which means my annual inspection in March probably won't happen. Billing is unreliable and payments have often not been allocated to the correct account. Highly dubious that all inspections are performed properly - having said that some of the service techs "on the ground" do try very hard to help.

Do not use this company – If I could give a half I would. This company goes into peoples house with out an order from the real estate with no permission. My under age son was home with COVID very sick. I went to go get soup for him when this man came into my home. My real estate said this happens often with this company. For all I know they could of been sussing out the house as it is the holiday season? Or into under age minors.? NOT ACCEPTABLE.

THE WORST!!! – This business is the WORST!!! As a landlord they certified the smoke alarms and 2 months later one of the alarms goes off. The occupier followed the instructions to hush and no success. Rang the company on a Sunday - didn't send anyone out. Had heaps of complaints from the neighbours. Ending up having to take the alarm away. So I ring them… Read more

to get the alarm replaced and tell them where to get the keys from and they turn up without warning and leave a card saying they couldn't get access. Can't follow simple instructions. Now I am back on the phone to them and have been on hold for 15 minutes from 0830am - surely they are not that busy at opening time. I will never use this business again for any of my rental properties.

Unreliable service – The most unreliable service I've come across! They give you a date of inspection, then on that day they send a text message to change the date yet again!! Twice now I've had to take the days off work because no one is coming into my home when I'm not there! I am a tenant. I wonder if they are charging the landlord for each cancelled inspection? Please don't use them!

Poor service – Makes you pay first and they don’t bother to turn up and you receive a text message 10mins before the end of the day to say they can’t make it. Very poor

UNRELIABLE – The company collected the money upfront to upgrade the smoke alarms at our clients house and then 'did not have the staff' to complete the job on time. We explained that we had a tenant starting their tenancy and the smoke alarms needed to be installed as per legislation. After two weeks of trying to arrange this work with Smoke Alarm Solutions,… Read more

they were 'unable' to do this. We had to arrange the work elsewhere. I WOULD NOT RESOMMEND THIS COMPANY TO ANYONE. THEY ARE UNRELIABLE.

Terrible experience – Very poor service. Waited more than 2 weeks for a technician to fix a faulty alarm, despite their terms and services claim next Business day.

Service is non-existent! Staff either incompetent or liars – Will never use this company again! I'm still waiting for an emergency technician to come after 7 days of a faulty smoke alarm going off in the bedroom.i can't sleep because of it and they couldn't care less. No resolution from hours on the phone to staff some of who seem to not realize what a smoke alarm is! Repeated broken promises. Service is appalling.

Would definitely not recommend – Yikes, I wish I'd read these reviews before I booked this service. They ask you to pay on booking and then don't get back to you. I had to call multiple times and email. Then they say they don't have a technician and can't book you in.

Terrible company and customer service – Terrible service, terrible communication, terrible staff. Have been calling/texting/emailing them for a month about the same thing. The always say they will fix it and in the next week the same issue happens. Ask to speak to a manager and Lee is always “too busy” to answer the 3 times i’ve called. All their 5 star reviews are fake

Terrible management, Terrible service, Terrible booking service – Terrible management, Terrible service, Terrible booking service, I told them my availability and then they book in outside my availability. Going in circles for weeks. The company assumes we should have daily availability and they can come whenever they want, without negotiating a time with the person living there. Offshore outsourced… Read more

receptionist is a waist of time I gave up after 6 hours of trying. Even the complaints people are of no help. Same CEO running this show as he does with their other Trading Name of "Smoke Alarm Testing Service" and same Terrible management, Terrible service, Terrible booking service there too.

Terrible service – Terrible booking service. I tell them my availability and then they book in outside my availability. Going in circles for months. The company assumes we should have daily availability and they can come whenever they want, without negotiating a time with the person living there. Offshore outsourced receptionist is unhelpful.

Amateur hour – Amateur hour regarding customer privacy and data. These buffoons were told on multiple occasions that customer data was accessible by outsiders. Looking forward to the investigations and consequences of their incompetence and ignorance.

Slap a sticker on and do nothing – Faulty alarms. Had told the real estate and have had this company come out twice now. Both times they've just slapped a sticker on it with the date saying it works even though it's showing low battery indicator. They've left our main alarm dangling from the ceiling with no battery in it. If anything happens to us, I will be suing this company for its negligence.

Worried and anxious – I moved into a new property about a month ago. The 2nd week I was there the alarm was constantly going off from about 4am until about 11am. Rang the call centre and he was trying to explain how to turn it off. I had no ladder. I couldn’t understand what he was saying. He said that someone would be around ASAP. No one came until nearly 11am. He… Read more

deactivated the problem alarm.Lucky my mum was there. I ended up being late for work and had to get a taxi. Person came this morning to change alarm. I asked for some information, a pamphlet on the alarms. He said download it. I’m really concerned about leaving the house as I have 2 dogs and when the alarms go off they bark.Unfortunately, because I rent, I don’t get to choose which alarms and company to use.

Find another Company – Sent two emails, received no replies. Phoned Company 6 times and Im sure I kept getting an overseas call centre in India, could not understand the person, hang up try again and same. Staff need some customer service training desperately. Off to find a different company.