ADT plus Verizon equals Non-Working Alarm System: Complaint Leads to Arrest – of Homeowner!

Posted by , , at 2:34 pm

In a recent report from Salisbury, MD, an ADT customer made the mistake of trying to combine newer phone technology with an older alarm system, and ended up being arrested when she pursued her complaints at the local Verizon store. Granted, she may have taken it a bit far: I’ll let you be the judge.

A Snow Hill woman is facing trial after being arrested at a Verizon store following difficulties getting in touch with the company about problems with her phone service escalated. Ann Robinson’s service works now, she said, but last month, the installation of a new Verizon device caused her ADT home security system to stop working.

Why All the Fuss?

“It began with this wireless phone — a little box with an antenna,” Robinson said. “I was told it was going to be compatible with my ADT.” Once the box was installed and her landline phone service disconnected, Robinson said her home security system began to beep constantly. She contacted ADT, and disconnected her alarm system to stop the beeping the next day. After spending several hours over several days on the phone with Verizon trying to figure out how to get her home security system back up and running and straighten out her Verizon account, Robinson went to a local Verizon Wireless store to try to get help in person.

This is a common complaint – you change your phone service to a new technology, and your home alarm stops working. And your peace of mind goes out the window. That’s why Vonage (a great example of new technology) tells you on their web site to get cellular monitoring when you sign up with them. Cellular is the safest and most reliable method of connecting your home to the monitoring center – and it can’t be defeated with a $3 pair of wire cutters, or by your internet being down.

The Situation Escalates

After Robinson arrived at the store, a manager requested that she remove the sign on the back of her pickup truck that read “Verizon gives bad service,” and made the request, “as it could shed negative light on the business.” Police told the store manager they could not intervene in the dispute unless Robinson’s actions appeared disruptive to other customers. Police later asked Robinson to leave the store when they noticed other customers being distracted by her. Robinson returned to the store moments later – so she could retrieve documents she had been keeping on her account, she said – which is when police arrested her.

Don’t Let This Happen to You

This story is a sad tale of customer’s frustration reaching the boiling point. Some people write bad reviews (see my prior post on the ADT customer who was burglarized after their phone line was cut), or just tell their friends. Ms. Robinson took a more direct approach.

“It should never have gotten to the point where I went to jail,” Robinson said. “I have been through an awful lot. … I don’t want this to happen to anyone else.” Although Robinson says her Verizon service and her home security system now work together, she has placed a second sign on the back of her pickup. It reads, in part: “Verizon had me arrested. Why? Poor service.”

It’s ironic that Verizon itself is testing an interactive alarm system based on self-monitoring (no 24-hour response center is involved). Some of the features are interesting, but the strategy seems to be missing one critical element: the system is not monitored! Where’s the peace of mind that comes from knowing the police or fire department will be dispatched when needed?

The arrest story above reinforces what we have been saying since FrontPoint launched in 2007: the only safe and reliable alarm systems use cellular monitoring. That’s why FrontPoint is only used cellular monitoring on 100% of our systems – and is a major factor in why FrontPoint is the #1 ranked home alarm company in the US. Add in honest sales and advertising, no hidden fees, the best interactive, wireless home alarm technology at the best price, and world-class service. Our protection works, regardless of your in-home communication technology. And the reviews and comments we receive are great ones – just check us out, and see what our customers have to say: it won’t land them in jail!

Comments (6)

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  1. David

    FrontPoint uses the same technology like any other system and company out on the market. Also, if you are going to post smack about another company, you should provide a valid source of the information; not a link back to another page on your site. It is unprofessional and unethical; I think I might head over to ADT to get service, they do not talk smack about other companies!

    • Peter M. Rogers

      David – thanks for you comment. The link in the post was broken, but is now fixed, and references the original article describing the issue experienced by the individual. We appreciate your catching that. As for the technology we use, it could not be much more different – and I have gone to great lengths to explain the differences in countless posts. While no technology is perfect (and no alarm company, for that matter), there are clearly some platforms that are more reliable and robust than others – and they should provide greater peace of mind to the homeowner. Two examples are the fact that we use a cellular connection for everything except video, meaning not just alarm event monitoring, but also the interactive services. That means our systems are inherently safer and less liable to being compromised, especially when it comes to those interactive services. Secondly, we specialize in the technology patented by Alarm.com for “Crash & Smash” protection – which no other back-end service provider can claim. I could give you more examples, but those two should be enough for starters, and should sufficiently make the point that this is hardly the same technology. Thanks again for your comment, and for the opportunity to clarify these issues.

  2. kat

    I too had the same advice on the system of ADT & Verizon Wireless working together. I was on the phone one night till 11:30 p.m. or so trying to get it staight only to be tossed back and forth like a ping pong ball. Go Mrs. Robinson!! You have my vote!! I am sorry it had gone that far though. Good Luck.

    • Peter M. Rogers

      Thanks, Kat, for weighing in here. Just one more bad story, and I am sorry for you that you had to learn the hard way. And now Verizon wants to offer their own interactive monitoring services! Of course there is no actual monitoring for police dispatch, but the thought of them being in this business makes my nervous – and it appears that their system (and the support they offer) leave a lot to be desired, according to the users who post on their web site. Best to stick with the folks whop really care, and who really know what they are doing. You would think ADT would be better about this stuff, but bigger does not always mean better. Thanks again.

  3. kat

    I too had the same advice on the system of ADT & Verizon Wireless working together. I was on the phone one night till 11:30 p.m. or so trying to get it staight only to be tossed back and forth like a ping pong ball. Go Mrs. Robinson!! You have my vote!! I am sorry it had gone that far though. Good Luck.

    • Peter M. Rogers

      Thanks, Kat, for weighing in here. Just one more bad story, and I am sorry for you that you had to learn the hard way. And now Verizon wants to offer their own interactive monitoring services! Of course there is no actual monitoring for police dispatch, but the thought of them being in this business makes my nervous – and it appears that their system (and the support they offer) leave a lot to be desired, according to the users who post on their web site. Best to stick with the folks whop really care, and who really know what they are doing. You would think ADT would be better about this stuff, but bigger does not always mean better. Thanks again.

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