Paxton Access Reviews 8

We purchased a Paxton door access system from B&B Locksmith in Katy Tx, the system was not easy to manage and turned out to be very fragile and unreliable. We had two controllers and one reader fail in 5 years. Paxton would not respond to any of our inquiries and the locksmith said there is no way to get warranty service from Paxton so we discarded the equipment and went with another company and a different locksmith. We will not do business with Paxton again.

From installation in July 2025 through seven months of use, Paxton’s system fails consistently. Intercom calls rarely reach mobile devices, notifications are delayed or missing, and the Entry app cannot maintain stable sessions under any network conditions. Documentation is incomplete, guidance is contradictory, and required technical information is unavailable.

On-site engineers repeatedly demonstrated lack of competence: wiping databases without preparation, failing to restore basic settings, installing outdated software and firmware, misconfiguring schedules, and repeatedly contacting support without resolution. Remote support provides no actionable guidance.

Despite my interventions, including recreating databases, updating software and firmware, and verifying settings, the system remains un-usable. Paxton continues to charge for a service it cannot deliver. Poorly trained engineers, ineffective support, and a fundamentally flawed residential deployment make this system unfit for purpose.

Fundamentally, they do not care about the frontline support which is labored with responsibility yet the opinion of frontline support is always ignored.
The head of the department is problematic, sets stressful KPIs and they have coaches constantly calling you to tell you what you did wrong. This creates extreme anxiety, you are stressed with every call because you know the coaches will mark you down for any slight "perceived" misstep. I was lead to believe I could progress in the company but the Group Recruitment Manager seemed keen to make sure I did not. The head of coach team is exceedingly arrogant and dare I say seems to enjoy making life harder for the frontline team. Upper management is very toxic.

Always used to be happy paying premium price for the reliability and the ease of use of the equipment. Heyho how times have changed

Unfortunately they have been on a downwards spiral for a few years and now its at an all time low. The equipment is no longer fit for use. Had two £1.4k entry units fail on Bluetooth, then take two replacements out and both of them have faulty fob readers. I now have to folk out another £3k+VAT to get two more replacements so i can send the old ones back for credit. Not to mention the calls to site where we have lost a fortune. Its becoming that every job you will have faulty equipment.

Lodge multiple complaints and its never followed up on.

Equipment NOT fit for use.

They helped us so much with a problem my dad with dementia had . They went out of there way to help . A very compassionate and honest company which is rare to find now

We've had the pleasure of working with Paxton Access Control for quite some time now, and their service is nothing short of exceptional. Paxton consistently delivers the best technical support among all our suppliers. Their team is always prompt in their responses and resolves issues with impressive expertise and professionalism.

In an industry where reliable support is crucial, Paxton sets the gold standard. Their commitment to excellence in service inspires us to offer the same high level of care to our own customers. Thanks to Paxton, we can ensure our clients receive the outstanding support and attention they deserve. If you're looking for top-notch access control solutions and unparalleled support, Paxton is the way to go!

The building intercom broke twice in the last 2 years. The first time, our Building management company was able to arrange the device replacement. The second time, we reported another issue in November 2020: 20 intercoms are broken. It's August 2021. Only now Paxton has told our management company that they are managing a big backlog, and there's a national shortage (of what?!) and they cannot meet the orders our security company needs to fix our intercom, by the way, the order was placed in December '20. How can they possibly have any business?

Had the pleasure of dealing with Paxton Access Technical Support today and have to say that the day started well with Isaac for my first call and then had to speak to Callum over several calls and on emails - to say he opened my mind to how technical should be provided is simply to few words to use - he was amazing.

Took his time, never rushed me and made me feel like he really wanted to help me.

Great guy, Great Team - Need Access Control? Get the Paxton team in your life!

Thank you.