It’s been over a year since ADT acquired Broadview (the name that Brink’s adopted not long before selling out to ADT). After Brink’s was absorbed, the alarm industry wondered aloud what would happen to the one million-plus loyal and happy Brink’s customers: after all, Brink’s was famous for excellent customer service, and ADT was known by many for just the opposite. I’ve been watching the industry press and the review sites for indication of how it’s going, and let’s just say that it has not been going that well. For one thing, ADT suffered the defection of many Brink’s authorized dealers (smaller alarm system “resellers” who create new accounts under the umbrella of the larger company, and sell them to the larger company). There are also plenty of former Brink’s customers lodging complaints against ADT, and by reading them you can learn a lot about ADT’s business philosophy. Here’s a great example:
I have been a Brink’s (Broadview Security) customer for several years. Now that ADT has purchased Broadview Security, they refused to honor my existing contract, when I bought a new home and wanted to relocate my services to the new address.
The Sad Details
ADT has gained quite a reputation for this type of customer-unfriendly policy, which makes it easier to understand why they have so many complaints. In this case, the solution was a simple one, but ADT took what I consider the low road.
My old address was in St. Pete, FL 33705. I was told I would be required to sign a new 3 year agreement and that my rate would no longer be honored. I submitted an email to the company about a month ago and have yet to receive a response. I also spoke with customer service and received no follow correspondence from their management.
Why Existing Customers Should be Treated Like Gold
Most businesses have learned that it costs a lot less to keep an existing customer than it does to create a new one. That’s certainly true in the alarm industry, which is why smart companies treat their customers well, since every customer they retain is one less they have to replace as they grow. In fact, low customer attrition is one of the biggest “value drivers” in the home security sector. The last words of the customer complaint indicate ADT still has something to learn in this regard.
I also submitted a BBB complaint, since ADT refused to at least honor my existing rate. This is a classic example of lack of respect for loyal customers.
Great Customer Reviews are Also Like Gold
Earlier this week I posted on alarm company review sites, since so many folks research and shop on line. This recent ADT complaint was posted on a site I do not generally follow named www.measuredup.com. Like most review sites, this site has more negative than positive commentary. I am happy to report that when you search the site for FrontPoint, there are no complaints: just like almost every site you can find! We’re more about good news. And by the way, our customers may move their FrontPoint systems from one home to the next at will, with no new contract, and no monitoring increase.
On-line shoppers quickly learn why we are the nationwide leader in interactive, wireless home security: our long list of five-star reviews spells out very clearly why we’re the #1 ranked alarm company in the US. Being on top means we have to prove ourselves in every aspect of our business – and with systems that are safer, smarter, simpler, more affordable, and virtually impossible to defeat. And best of all, there is never a salesperson or technician in your home. Now that’s peace of mind!