American Alarm and Communications, Inc. Avis 

all good, quick response and problem solved

After 19 years as a customer, we left American Alarm for another company. Several years ago we were asked to upgrade & buy a new system despite our existing system having never had any major issues. Immediately the new system had problems which persisted through multiple service calls. Finally during a multi-day service call fortunately our son was visiting and offered to assist their technician who had not been able to identify or fix things. Our son (who is tech-savvy, but certainly not an alarm system tech) analyzed the internal network traffic and was quickly able to identify the source of the problem as originating from the main system motherboard. Once that board was replaced the problems ceased immediately. The best financial remedy that American Alarm offered despite their own inability to trouble-shoot after multiple service calls was to split the cost of just the most-recent service calls, rather than own up to their inability to recognize "infant mortality" in the new system right from the start. In 2026 suddenly the cost for our annual monitoring with American Alarm went way up, prompting me to explore alternatives. When I called them to inquire regarding using our existing hardware with another service, and made it clear that I was considering an alternative, they offered a new contract at a lower cost. I thanked them, accepted their new proposal, and paid for the entire year's monitoring in full. Several weeks later I received a phone call from them stating that I was delinquent in paying my bill. I shared with them the previous contract discussion (when, and with whom), the date and details of the payment in full (confirmed with bank records), and made it clear that I had the names, dates, and physical documentation for everything stated. I encouraged them to please verify everything with their own (named) people. I got a hint of "attitude" in response, as if they were expecting me to be wrong about everything. That night, despite no issues with the system since the replacement of the motherboard in the system long ago, at 3:20AM the system's fire alarms started blaring. Despite it being confirmed to be a false alarm after physically going through the entire property, the alarms continued to blare, and nothing would stop or override it. When American Alarm's monitoring person called, and I went through all normal procedures for how to get the ultra-loud alarms to stop, nothing worked! I was told that one of their technicians would call to assist. After another 15 minutes of the relentless blaring alarms and no call, I called again, and was told that someone would contact us "soon". When they did call back, they walked me through how to physically disconnect all power and battery backup from the system. When I completed that effort, the alarms finally stopped. When I reconnected the power later in the morning, the system was normal, and had been ever since. Later that day they called to schedule a service call to examine the system which - you guessed it - not only would be at my cost, but would require a minimum charge that was almost exactly equal to the difference between the original price quote and the new lower cost contract that had been signed by both parties. I declined the service call. Was it just "coincidence" that this all happened within hours of my pushing back with facts and evidence to challenge American Alarm's attempt to get me to pay them for something that I didn't owe? To add insult to injury, several days later I received a bill in the mail from American Alarm again with the year's original quote and ignoring the signed lower-cost contract that they had consummated with me months earlier, and had been discussed directly with them days earlier. I am now a happy customer of a different security company, using all newer technology with broader coverage (cameras, water sensors, temperature sensors, intrusion detectors, etc.) all at a lower cost than American Alarm. To answer the question posed by
Trustpilot of "How can they improve?": By not aggressively selling a new system that didn't improve things over the old one. By hiring and training service techs that are skilled at fixing what they sell. By owning up to their own limitations and "doing the right thing" by their customers. By communicating better internally to get facts instead of assuming that their customers are wrong. I feel that I gave them every opportunity to keep me as a customer, and they eventually simply failed me too many times. They get 2 stars instead of 1 for eventually politely refunding my annual pre-payment balance, although it took several calls and weeks to make it happen.

I’ve been a customer for over 30 years. Their service is reliable and well-managed!

Have been using for over 20 years for intrusion detection. Good service.

Fire detection for individual firebox condo unit is too pricey.

I have been a customer now for over 30 years. Always received prompt and courteous service from anyone I have spoken with from sales department to installers to the central Station employees ( and early on with the owner).

Fast and efficient work by the office and the installer!

Arrived on time and fixed our problem.

Timely and polite

I found the technician to be thorough and knowledgeable. He explained everything to me and answered all my questions. I will be relocating soon and am recommending to the buyers to stay with your company.

You have good techs and they explain everything and thay are alsways on time.

Great response time.

a rapid professional rsponse ...what more could you ask for ? On Cape Cod in the Summer, to get a service call within 24 hours is virtually unheard of, Thank You.

We had a specific issue and were due for the annual check. The appointment was timely and the gentleman who came addressed all my questions patiently.

Professional service person
Competency of service person

They quickly assessed and addressed the problem.

American Alarm always sends experienced, highly-competent technicians to the house to address issues. I know when l see the truck in my driveway that my alarm system will soon be working properly again.

Prompt and excellent service