Home Alarm Systems –Resolving Alarm Company Complaints

Posted by , , at 10:24 am

Today it’s easier than ever to shop online, thanks to the Internet, scads of review sites, and the willingness and ability of consumers to share their experiences. It’s also clear that any reputable alarm company wants to avoid bad press, online or otherwise. I have written on the importance of alarm company reviews in a prior post, but a recent article on how a complaint was successfully escalated reminded me of the ultimate consumer weapon – a sympathetic media outlet that goes to bat for frustrated customers. Here is some detail from a recent report about one way to solve your alarm company problem:

A Frightening Situation

A Tulsa woman says she’s a victim of domestic violence. Now, she says the company that monitors her home security system makes her feel “less secure.” We’re protecting her identity because she says her estranged husband strangled her. Ann (not her real name) says she got a protective order, and her case goes to court early next year. In the meanwhile, though, Ann says she’s been fighting with her home security company for months, just to change the system’s password, to help keep her estranged husband out of the house.

Sounds pretty scary, and a case like this should be a no-brainer for the alarm company to resolve on her behalf. Fortunately for this alarm company, they are not named in this report. This story just keeps getting better:

Details Get in the Way

Ann says she was told since her husband’s name was on the contract, he had to agree to the password change. She couldn’t cancel the contract, either, Ann says, for the same reason. Ann says she felt held hostage, caught in a very unsecure, catch 22. “It’s the security for my kids, for myself, knowing that the one person that I’m afraid of the most that’s already hurt me, has the password.” Ann says she showed the security company her court papers, documenting her situation, to no avail. “I was at my wit’s end, I thought, what am I going to do?”

Fortunately for Ann, there was a local media resource named “Problem Solvers,” designed for just this type of situation:

The Happy Ending

After Ann called the Problem Solvers, the alarm company told us some of those papers had expired, and there was a misunderstanding as to whether her husband was actually still living in the house. But after our call, the misunderstandings were cleared up. “They took his name off the contract, they changed the password, it was just absolutely amazing.” A spokesperson for the security company says they must be extra careful when dealing with divorce and other family situations, so they don’t play a role in locking the wrong person out of a house.

The alarm company was correct in being cautious: contracts can be a bit tricky, but at some point common sense should prevail. The good news is that this story did end well, and Ann is now protected and feels more secure in her home.

There is a valuable lesson here, and it extends beyond home alarm systems: we should all use whatever means are available to us to resolve our consumer issues, such as poor service delivery. And when it comes to reviews, FrontPoint works very hard to provide the best home alarm service available, so that complaints are a non-issue. In fact, we believe we have the best online reputation of any alarm company you can find, and we always encourage shoppers to check us out. As the nationwide leader in interactive wireless home alarm systems that are safer, smarter, simpler, and more affordable, we want you to select FrontPoint with complete confidence. Peace of mind should start with the shopping experience, and go from there. If you have any interesting alarm company tales to share (good or bad!), please feel free to comment here.

Comments (11)

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  1. System Reviews

    Hey thanks for sharing this post.. Its very helpful.. Again thanks a lot….

    • Peter M. Rogers

      You are most certainly welcome!

  2. System Reviews

    Hey thanks for sharing this post.. Its very helpful.. Again thanks a lot….

  3. Alan

    Peter – The fact you would even post an article like this pretty much says it all! You did, because your business integrity / the way this business is run is really a model and you have little to fear from legitimate customer complaints.

    It’s also another example of Frontpoint’s consumer focus and transparency.

    All at ultra-competitive pricing too! Your offering is the best overall value for a REAL security system, hands-down (that I’m aware of). I think probably at least 85% of currently installed alarm systems out there right now give more a sense of perceived security, than real security. AND most of them cost about as much or more, often with 1/10th the features (no exaggeration), mediocre customer service, etc.

    • Peter M. Rogers

      Thanks to you as well, Alan – always a pleasure to hear from you here (and elsewhere!). We do try to be as transparent about the overall alarm industry as we are about our own business model – nothing to hide in either regard! We completely agree that most of the systems in use today offer more psychological than real protection – but folks are getting smarter every day about what makes one system (or service provider) better then the next. It’s our pleasure to be part of the education process. Thanks again.

  4. Alan

    Peter – The fact you would even post an article like this pretty much says it all! You did, because your business integrity / the way this business is run is really a model and you have little to fear from legitimate customer complaints.

    It’s also another example of Frontpoint’s consumer focus and transparency.

    All at ultra-competitive pricing too! Your offering is the best overall value for a REAL security system, hands-down (that I’m aware of). I think probably at least 85% of currently installed alarm systems out there right now give more a sense of perceived security, than real security. AND most of them cost about as much or more, often with 1/10th the features (no exaggeration), mediocre customer service, etc.

    • Peter M. Rogers

      Thanks to you as well, Alan – always a pleasure to hear from you here (and elsewhere!). We do try to be as transparent about the overall alarm industry as we are about our own business model – nothing to hide in either regard! We completely agree that most of the systems in use today offer more psychological than real protection – but folks are getting smarter every day about what makes one system (or service provider) better then the next. It’s our pleasure to be part of the education process. Thanks again.

  5. Peter M. Rogers

    Thanks, Bob – We know you are a discriminating shopper and an extremely qualified person to opine on these topics, as evidenced by your comments here and on the FrontPoint Facebook page. We also appreciate your positive and constructive comments – and your loyalty. We are aware of these other companies who are offering similar products or services, but as you said so well, FrontPoint is hard to replicate, and we work very hard to make it tough for them!

  6. Peter M. Rogers

    Thanks, Bob – We know you are a discriminating shopper and an extremely qualified person to opine on these topics, as evidenced by your comments here and on the FrontPoint Facebook page. We also appreciate your positive and constructive comments – and your loyalty. We are aware of these other companies who are offering similar products or services, but as you said so well, FrontPoint is hard to replicate, and we work very hard to make it tough for them!

  7. Bob Miller

    Peter Rogers who wrote this article was my second contact at FrontPoint. All went smooth. While looking back through my emails I found that I did a lot of research before picking FrontPoint alarms. Just recently I was doing more research to see what is out there. FrontPoint alarms is still the best. One company which I think is Life… something is trying to mimick FrontPoint… their sales information is all bits and pieces and on different pages and does not have very useful descriptions. I tried to duplicate an order buying from thie Life…. system and it was extremely expensive for what looked like inferior products. And it was so expensivel. They offer cheap monitoring but I am positive it is not very reliable. Just from their selling approach, descriptions etc. I could see that they were magicians….playing hide and seek and many other games. It is such a shame that many will get suckered in. I am glad I am with FrontPoint.

  8. Bob Miller

    Peter Rogers who wrote this article was my second contact at FrontPoint. All went smooth. While looking back through my emails I found that I did a lot of research before picking FrontPoint alarms. Just recently I was doing more research to see what is out there. FrontPoint alarms is still the best. One company which I think is Life… something is trying to mimick FrontPoint… their sales information is all bits and pieces and on different pages and does not have very useful descriptions. I tried to duplicate an order buying from thie Life…. system and it was extremely expensive for what looked like inferior products. And it was so expensivel. They offer cheap monitoring but I am positive it is not very reliable. Just from their selling approach, descriptions etc. I could see that they were magicians….playing hide and seek and many other games. It is such a shame that many will get suckered in. I am glad I am with FrontPoint.