Silvertrac Software - San Luis Obispo, California

T&T S. S.

Unresponsive Support
I’ve had to pretend to be a new customer just to get someone at Silvertrac to return my calls or emails—that alone speaks volumes about their customer service. Getting support should not require deceptive tactics, yet that’s the only way I’ve been able to get a response.
The only positive experience I had with Silvertrac was when Thomas Johnson was part of their team. He was reliable, communicative, and efficient, which meant I never realized how many issues the system actually had. Since his departure, it has become clear how poorly this company operates.
One of the biggest frustrations is not receiving the devices I requested over a week or two ago. There has been no update, no tracking, and no response. A company providing security solutions should at least have basic accountability and communication, but Silvertrac fails in both areas.
At this point, I’m seriously considering switching to another provider. Silvertrac needs to realize that when their system fails, it directly impacts small businesses like mine, damages our reputation with clients, and costs us money.
If you need a reliable system and a company that actually answers the phone, I’d recommend looking elsewhere until they can improve.

Brian M.

IT customer service is awful. I can't never get anyone to answer nor respond to my emails. Online support isn't working. The reports nor the administrative real-time logs are not showing all the logs. After a day or 2 the real-time will show the logs when I scroll back but even if I try to generate a report for a particular day..its only showing some of logs and not the updated one. I would suggest going to Therms. They are much cheaper and better customer service. They actually answer the phone. Silvertrac needs to understand that when their system doesn't work it makes our businesses look bad to our clients and can cost us clientele.

Joshua F.

Update to my previous one star review as I want potential customers who are interested in silvertrac to not make the same mistake we did by going with them. Having issues across the board with the software( which now I have to explain to all of our clients why they are not receiving daily reports with photos and details). Still unable to reach anyone by phone, got some bullshit generic email from tech support stating they don't know when the issue will be fixed.

Joshua F.

Horrible company, software never works, always have issues and they recently raised the price. You can never get ahold of anyone on the phone. If you have a security company find a different software reporting company.

Hannah M.

I have called 4x, left 3 voicemails, sent 5 emails, and no one will get back to me to cancel the service. Our clients no longer need the service, and so now I'm stuck paying for something I dont use, with a company that refuses to answer a phone call or an email.

Brandon W.

Don’t buy! I have been a valued customer for about five years. For the last six months there has been the same problem happening where it reports minimum issues is not met and it shows nothing has been being done by your security guards. It leads you to believe they weren’t doing their jobs, but then anywhere from 5min to days later everything shows up. Every time I reach out to them they tell me they are aware of the issue and then after a few days, they tell me it’s fixed. But it’s never fixed! To refund your money and actually do anything about the problem.
Fix the problem and issue a refund for the expected months and I will update my post!

Aria F.

Are 0 stars allowed. Horrible. Stay away. Trying to find a new software to replace silvertrack bc they absolutely suck.

OPS L. (. P. S.

Lies, lies, and more lies. - 5 stars if I could. Support is almost nonexistent. They don't stand behind their word. They said they would have our company up and running with a dedicated support in a matter of days after signing up, 4-5 days later we called only to hear an excuse that our onboarding was out sick and wasn't notified to replace. They spoke of incentives to relieve the mishap TWICE and never called back about it. The only person who seemed willing to assist was Akhila, but unfortunately, still fell short.
Apparently NFC ntags DON'T work with iPhones, or at least iphone14s. This wasn't communicated before purchasing their product since we were told we can use them for our guard tours. I emailed for additional help before a potential contract acquisition where I had to demo our capabilities and received this email:

"If you require additional support beyond our standard onboarding, I’d recommend contacting your account executive to discuss potential options. The Help Center includes instructions on the time clock feature, and you can view those here:
I would recommend using an Android to demo for now and simply explain that you will obtain NFC tags that are compatible with iphones as well."

Trying to get any additional support from them takes days for a response. I reached out to tech support only to get scripted intake call lines that ended with, we'll have someone call during normal business hours and days. I didn't know that security guard services/providers stopped at a certain time. My team still has no clue how to work most of the features and the help center is outdated.
This cannot be the right company I initially saw great things about. If they are bad, I can only assume their fellow company Tracktik or Trakforce Valiant has the exact same issues. Save your money and frustration and find another vendor.