Longtime ADT Customer Cancels for Service Problem

Posted by , , at 6:41 pm

No company is perfect, and that goes for alarm companies, just like every other industry. But just as in other sectors of the economy, some companies are better service providers than others – or at least are perceived that way by their customers. And in the alarm industry, where one large company seems to dominate all the others, it’s easy to find evidence that bigger does not always mean better. Just check out the Better Business Bureau, or search on Google for the name of the name of the company and add the word “complaints.” Then sit back – you m

ay be reading for a while. Here’s a great example of a negative review from a long-term customer who recently gave up on the 800 lb. gorilla.

Been with ADT 7 years.  Paid $8500 for entire install at my home.  I pay them a bit over $250.00 every quarter.  I have an insurance plan for all the hardware etc.  Yesterday evening the system started to crumble, RIF fried out, now touch pads show other hardware is burning out as well.  Spoke to ADT unable to send out service until 4/19.  Meanwhile no security at my home (there have been 3 attempted break ins in the last 3 years).

Bear in mind that this review was written on April 8, a Sunday. ADT has now told the customer that they cannot send a technician until Thursday, April 19, almost two weeks later. And this is not a simple alarm system issue that can wait: this is a non-functioning security system in a home that has already experienced break-in attempts. Hard to believe, really…

More of the Complaint

They are arrogant and rude and couldn’t care less.  BEWARE OF ADT SERVICE.  THEY WILL TAKE YOUR MONEY AND LEAVE YOU OUT ON A WEAK LIMB!    On Monday 4/9 I will call in a local company who specializes in Honeywell to pull out and restore my service.  My monitoring will go to the new company as well.  ADT will lose about $1,100.00 a year from me for their poor service.  These companies do not want to pay employees on weekends.  It’s all about making a buck and paying the CEO’s millions of dollars to destroy customer service and pare down the business!!

Unfortunately, this review reminds of what happened when ADT acquired Alarmguard, my old company. In the first twelve months, ADT lost 30% of the Alarmguard customer base, mostly for poor service delivery – almost a carbon copy of what the review above describes. It’s just not good service, and does not even come close to providing adequate peace of mind for the end user.

Too Big to Care?

With roughly 6,000,000 alarm accounts, both homes and business, ADT is by far the largest provider of electronic security in the US – if not the world. With that number of customers, it’s only fair to expect that ADT will receive its share of complaints. Plus, the Internet has certainly made complaints more public for service providers in general. But many of these complaints are about poor service delivery, which is troublesome for those alarm companies (like FrontPoint) who do their best to be as responsive to customer issues as possible.

A Better Alternative

How about a fully programmed and comprehensive wireless alarm system where you can even set the equipment up yourself in half an hour, then then enjoy the most advanced features you’ll find in home security and home automation?. Then, if any issues occur, your alarm company can remotely troubleshoot the problems, and ship replacement equipment to you overnight if needed. These systems are out there, and FrontPoint offers just such a solution. And when it’s time to move, you simply take the system with you: no charge, no contract extension, and no hassle. That’s security with convenience.

As one of the few nationwide providers of advanced home security, FrontPoint regularly competes against ADT and other large companies who seem to act as if bigger automatically means better. As a younger and more nimble alarm company, FrontPoint has led the alarm industry with peace of mind that is safer, smarter, simpler, more affordable, and virtually impossible to defeat. And we care deeply about every customer review we receive – both positive and negative. That’s why we’re the leader in wireless home security, and  the #1 ranked alarm company in the US.

Comments (4)

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  1. Alan

    Yes, I can attest you guys are completey awesome on service! And service to me and most people is a real differentiator. You’d think the importance of great service would be obvious, but this sadly seems not to be the case with most companies in general (and even worse in the alarm industry it seems).

    A company like you guys that do such a great job in the service they provide REALLY stand out and ALSO build strong loyalty over time. No doubt it also vastly reduces advertising burden via word of mouth referrals. Referrals are like gold to any business.

    You guys “kill it” in pretty much every catergory, of course, but the service aspect cannot be overemphasized! I hope you don’t lose sight of this anytime soon, and I don’t think you will.

    • Peter M. Rogers

      Thanks, Alan. Way back when (actually it’s only been about six years) when the three founders were constructing the FrontPoint business model, we placed world-class service at the center. In an industry not known for very good service, it has really set us apart. And great service is strongly relevant to two of FrontPoint’s three core values: “Build Trust” is one, and another that relates to service is “Be Awesome.” The third core value, by the way, is “Dream Big” – and we did! Thanks again.

  2. Alan

    Yes, I can attest you guys are completey awesome on service! And service to me and most people is a real differentiator. You’d think the importance of great service would be obvious, but this sadly seems not to be the case with most companies in general (and even worse in the alarm industry it seems).

    A company like you guys that do such a great job in the service they provide REALLY stand out and ALSO build strong loyalty over time. No doubt it also vastly reduces advertising burden via word of mouth referrals. Referrals are like gold to any business.

    You guys “kill it” in pretty much every catergory, of course, but the service aspect cannot be overemphasized! I hope you don’t lose sight of this anytime soon, and I don’t think you will.

    • Peter M. Rogers

      Thanks, Alan. Way back when (actually it’s only been about six years) when the three founders were constructing the FrontPoint business model, we placed world-class service at the center. In an industry not known for very good service, it has really set us apart. And great service is strongly relevant to two of FrontPoint’s three core values: “Build Trust” is one, and another that relates to service is “Be Awesome.” The third core value, by the way, is “Dream Big” – and we did! Thanks again.