PTI Integrated Systems

Tech support is non-existent. Day 26 since support ticket was submitted. We will be taking out the trash (everything PTI) and using a reputable company. Can't understand how they are still in business. One of the "partner" companies on the website wasn't even aware that they were listed.

Absolutely terrible! Had issues with our gate and submitted a ticket, called and left messages countless times. Today I just received an email back saying "Thank you for being a valued PTI Security customer. Our support team has noticed that you have a support request that is several weeks old, and we are reaching out to determine if you are still in need of assistance.

If for any reason you still require help, please reply to this email with the wording of "Still require assistance" and a certified PTI technician will reach out to you as soon as possible." This email comes 40 DAYS after I submitted my ticket! Whatever you do, do NOT use PTI or I guarantee that you'll regret it as we are! Note to self PTI, you are security and when your system is not working, you put people's businesses in jeopardy.

Like many, my issue isn't with the hardware or sales department. it has always been with the difficulty surrounding customer service. Sales had plenty of time for us a few months ago convincing us to switch to the PTI Cloud service, but after several billing related issues that took over a month to resolve we now have hardware issues that force us to manually operate our gate every day.

After six weeks of submitting tickets and being told not to submit more than one (despite not responding to our first ticket) we have no resolution and have not been contacted with a timeline or at minimum an apology for the long wait. 6 weeks! I'm am almost certain our issue could be resolved in 10 minutes by a tech. While we haven't needed regular tech support from PTI over the nearly 10 years we have utilized their equipment, I am sad to say, this has been our experience the majority of the time.

I have had PTI for about 15 years. They were very good in the beginning but have grown worse every year with support. We are down and submitted a support ticket 30 days ago with no response. We have called 5X with no return call. We contacted the salesperson 2x who has submitted escalation request but no response from support. I would highly recommend them to all our competition.

Out of desperation, I wrote the PE company the owns them, the CEO, and put in another support ticket. Finally, the next day I received a contact from customer service. We resolved the problem that day. Worked well for a month and went down again. As their MO, we put in a support ticket 3 weeks ago and haven't heard a response. This company has the worst customer service I have ever seen!

PTI is garbage! Our system goes down at least twice a week. There's no phone # to call for assistance or service. I have to send in an email help ticket. They NEVER respond the same day. Many times it takes multiple weeks. I've had them not respond for over a month a couple times. Then they have an app called Easy Code. Worst piece of crap app on the planet.

Never wants to work right. Setting it up is a nightmare. And as usual there's no assistance if we need it. We stopped giving the cards out at move in because it was causing nothing but headaches.

We have been having issues with PTI for years, their preferred service is a joke i put in a ticket a week and a half ago and no response. Save your time and money and go with a different provider.

PTI will not care for their customers they have no interest in customer service. They are more interested in selling their product then taking care of their customers. They struggle on keeping their employees most of them Or a year or younger They go to the SSA shows and promote their product but are not interested in standing behind their products they have a horrible rating of 3.6 Our system drastically failed 10 months after installation no interest in standing behind it they want $1600 upfront to stand behind their failed system Zero customer service from Cory Cory supposedly talk to his boss his boss is interested in zero customer service would not recommend Cory or his boss or PTI systems in general will be talking to the self storage association about their membership! To top it off a good seven days for the shipping to get our system That they sold us up and running! Biggest failed company in customer service of the century

Customer service is Horrible. I mean HOR-RI-BLE. I've never dealt with such laggy service. I put a ticket in for communication issues within the system, and it took a month, no exaggeration for them to get back to me, this was after MULTIPLE calls to the company to follow up. I'm not sure how many people actually work for the company, but I've spoken to the same woman every time I call(which has been a lot). She, "escalates the ticket" and another WEEK goes by, and I call again, only for her to "escalate the ticket" again.

When I most recently called, she offered me to call a third party company who could help for an additional charge. I simply want the company I spent thousands of dollars to, to help with their product. A product which isn't really that great to begin with. There are CONSTANT communication issues between the panel box and the gate system. It disconnects a lot. I would not recommend this company.

Technical support is not responding to help requests within 5 working days. Even after paying for Premium customer support. I hope they figure out how to support their customers better.

Worst tech and field support of any platform I have ever used. It doesn't make sense to install their products if you can't get support when you need it. One thing is a guarantee, technology products will not always work correctly and will need support. We have been paying annually for "Premium Support" but it has been over a week and still no support or resolution from anyone in the company and no explanation either.

The tech support responses are dismissive out-of-hand saying things like "orders are handled in the order received" but apparently, that is too difficult for them if it takes them over a week to handle a premium support customer. I can't imagine what the non-premium customers have to deal with. I have other properties I was going to install the PTI system on but there is no way I will do that again unless they fix their tech support mess (or should I say lack of). I will be shopping around for other systems for my upcoming properties.

Horrible customer service. Their ticket system is a complete joke. Put in a tech support request yesterday, June 10, 2020 @ 8:45 am and still have not heard back to assist with my issue on June 11, 2020 @ 7:40 pm. I pay an additional yearly fee for priority assistance and they still have not gotten to me. Reached out to my sales person several times.

He has been very little to no help at all. He told me early this morning they would get to me today. They have not. Pretty sad when you spend over $10,000 and this is the service you get. They were happy for the order but helping us install their product is a completely different story.

I would do zero stars if I could! Do NOT waste your time on them. It's great when it works, but when you need tech support you are left hanging out to dry. I have submitted a ticket since Saturday (which they make you do, you don't get to call a live person) and today is Wednesday and I am yet to hear from them. It is negatively effecting my business because my new customers are having to use an existing code instead of their own secure code to get into my facility. How embarrassing and ridiculous!

Tech support is a joke. The company will not give any manuals that cover all the available features. I've tried for literally years. There keypads are very poorly designed. No there's no design to it. No thought was given to the installer or end user. They are temperamental and are prone to problems if not connected in the exact way they want you to.

Oh and the manuals that they will give you are vague and almost unreadable. I've been in access control for 5years and I don't even understand what they are saying. Then there's the price, ridiculous. Do yourself a favor and go with a different company. You don't want pti at your facility. I own my own company and I recommend not using pti to all my customers.

Avoid using PTI gate controllers, key pads and the StorLogix software! I have had nothing but problems for the past three years. Our gate software continually goes offline and we have customers who have gate codes that don't work on a regular basis. We have tried to work with their tech support team and all they can ever tell us is to replace the USB printer cable going from the computer to the gate controller.

We even bought a new circuit board for the gate controller for $3,500 last year, and still have nothing but problems. We are switching to the OpenTech CIA Gate system. We have that setup at two of our properties and have never had one issue. Beware of the PTI gate systems, we have had nothing but headaches!

We have an older version of Digigate for our storage business. I think it is fantastic that they still offer free tech support for us. Gregory helped us with an issue this morning that was holding us captive here. He was AWESOME and we are free again! Hallelujah!

Sales will get you hooked - Tech support will slap your face and leave you stunned.or waiting and waiting Think of buying a car. That initial experience lasts.what? A few hours to a few days. Then you need to maintain the car. Do you interface with the sales or the service? PTI tech support is the "service" side of the car buying experience. This company seems more interested in selling you a product than it is in helping you use that product.

It almost feels like one of those pay-to-win app games. You will have no problem downloading the initial app, but in order to "win" you must dump a lot of $$ you never expected into it. I'm not sure what their goals are around customer support, but be ready to shell out more $$ than you expect once you've invested thousands in the initial equipment costs.

Recently they wouldn't even try to assist with an issue regarding alerts our company is having despite the glaring inconsistencies between their software and their on-line manual. Really?!?! "Not our problem" is the response of PTI. "Let's figure out what's going on." is the response of a customer-centric company. We are slowly loosing faith in PTI being able to meet our needs.

I will give PTI one star for a good product. Their gate control software is excellent and their keypads have been great so far. The sales people were helpful too. Customer service, on the other hand, leaves a lot to be desired. In fact, there is no customer service from what I can tell. I have never been able to talk to a person and no one has made any effort to talk to me.

In setting up the hardware and software, my installer and I needed Tech support from PTI. I had to fill out a Support ticket online and wait for up to 24 hours for a call back from their technicians. This was a problem because I was paying my installer for his time sitting and waiting for a callback. I could get an immediate call back if I paid for Preferred Support Program at an additional yearly cost. Now, I don't mind paying for support during the life of a product, but I think during initial setup as a new customer, PTI might want to help.

Just recently, I decided not to use some of the hardware that I had ordered from PTI a few months ago, so I followed the steps to return the product expecting a refund less a restocking fee. This was done online. My request for return was summarily denied via a noreply@pti email. On their website, there is no way to contact them for service and support, only sales. This company is clearly interested in only one thing: Sales. If I had to do it again, I would choose a different company that cares about its customers and their concerns.

Ii don't want to offer a review yet until my issue is resolved. Its amazing that the reviews are either 1 star or 5 stars. If I was a new customer I would be more comfortable hiring a company with consistent 3 star reviews. Anyway, I put a ticket in yesterday and they responded that they called me. Apparently they never called the second number on the account my cell phone.

Why ask for it if you are not going to use it. I don't understand how you can be in the business of supporting storage facilities and not understand the business model. Many of us have only one person on at a time. We are out repairing and cleaning units not in the office by the phone all day. Call where we are. Also I work Saturdays, why is there no support on a Saturday. Its too bad I need to give a star rating at this point, so my rating is based on my 3 year history with the company

PTI has horrible customer service. They are happy to take your money and sell you products, but when you need help forget it. I emailed and called Larissa Sparks for 2 weeks and she never contacted me back. You can not call and get help over the phone even though my storage property was down because I could not get the product that they sold me to work.

You have to go online and request help, well 24 hours later still no response. Please consider buying from another company until PTI can get a support team that can answer calls to help customers.

We had a lighting strike and it took out the computers comport and the gate would open with any numbers put into it I put in a support request. They worked with me so I would not have to replace the computer. My company does not have a service contract with PTI Security Systems however they treated me like I was one of their very best customer. The response time was much better then I expected. Their tech support is second to none. If I could rate them higher then 5 stars I would. Jerry Stewart Safe & Sound Storage

I want to pass along my compliments to Jennifer Holt. We have done business with PTI for many years. (Back when they had a different name) And we have always received excellent service. Today Jennifer Holt went out of her way to help us out today, and I wanted to be sure to point this out. It's not often that people will do this "now-a-days". It's VERY appreciated.

This company promises big and come through small. They make every part of getting support as difficult as possible. Once you buy, that's it. Find someone else to use, you will be thankful.

I appreciate most the fact that even though our service contract has expired and we are not a preferred customer, PTI will still help you. It generally takes them 24 to 48 hours. I understand they have to give first priority to their preferred customers (paying) and the 24 - 48 hr time span is perfectly acceptable. I feel that since we purchased their software and if it is so good, then they should still service us. This company is awesome to work with!