It’s now been well over a year since ADT acquired Broadview Security (the name that Brink’s Home Security 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 continued to watch the industry press and the alarm company review sites for indication of how it’s going, and there is increasing evidence that it has not gone well. There are 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:
Where to start? Originally we had Broadview Security, which was bought out by ADT. We loved Broadview, by the way. Anyhow, we moved during the buyout and contacted them to install the new security system in our home – and that’s where all the problems started.
This is a common theme in these complaints – I loved my old company, and we had good service. Brink’s/Broadview was known for outdated technology (they were inexplicably late in changing over to wireless sensors and cellular monitoring), but their customer service was first rate. As an alarm company known for excellent service, we actually miss them as a competitor: they were good for the alarm industry as a whole.
The Sordid Details
We went through probably 4 or 5 installers, all whom either did only part of the job, or installed equipment incorrectly, or damaged our home. They put our siren in our garage (which is insulated to block sound), so we can’t hear it if it goes off. The motion sensor randomly went off, and when we tried to get it fixed they never showed up. No one has showed up yet, and it’s been over a year fighting with them.
Sounds like a good case for systems that don’t require a technician – like FrontPoint!
More Bad News
Originally a manager promised us everything would be fixed, and we would receive 3 months free once it was corrected for all our trouble. Well, of course it hasn’t been fixed, but we continued to get billed. All we want is the system installed correctly, and we will be happy to pay our monthly bill. But we refuse to pay for a security system that hasn’t worked properly from the beginning. Oh, and every time one of the phone reps said they would fix it and get back to us all we got was a collection bill in the mail. Avoid ADT and go with a another company if you can, to save yourself from this terrible customer service.
Why Existing Customers are 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.
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 follow named www.ripoffreport.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 found: just like almost every alarm review site you can find, including the BBB (Better Business Bureau)! FrontPoint is more about good news. And by the way, our customers 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!