Alarm.com Avis 

Customer service sucks. No service after sale in less of course you want to pay them a couple hundred dollars. Worthless. Lyers. Cons.

Genuinely kind and helpful! Kaitlin’s assessment of our situation was clear and accurate. She solved our issue quickly and provided additional documentation and pathways for our distributor to help us further.

Delay in everything you try to do.
We have had customer service on the line multiple times.
Once are subscription is up we will be switching.

I’ve been an Alarm.com customer for eight years, but my recent experience with their customer service has been incredibly disappointing. Two of my devices—a smoke detector and a carbon monoxide detector—stopped working, so I reached out to get them replaced. Instead of simply helping, I was told I’d need to subscribe to a warranty service for an additional $19.99/month to get the replacements.

I then spoke with the Loyalty Department, where an agent named Alex initially offered to replace the devices at no charge and lower my premium fee to $20/month. I asked for some time to think about it, and when I called back, no one could honor the offer. Worse, Alex was conveniently unavailable, which made me feel like they were dodging the situation.

This was the worst experience I’ve ever had with a loyalty department, especially after being a loyal customer for eight years. Their lack of consistency and poor service left me no choice but to switch to Vivint, which offers better service, lower fees, and no upfront charges. Alarm.com has lost a longtime customer because of their poor handling of this situation.

I have a security system put in by Hotwire Communications. They are HORRIBLE and kept me on hold forever and were slow to respond to my emails. In depseration, I reached out to Alarm.com who are part of my security system process. They responded immediately with a phone call and then a detailed message as to how they could help. Whereas Hotwire Communications eventually emailed me an attachement to figure it out myself, Kaitlin from Alarm.com was responsive and succeeded in helping me log back into my security system. She even analyzed why I had the problem. BRAVO to Alarm.com and Kaitlyn.

Useless garbage, app and website suck. Constant errors make this completely useless. I wish ADT had other options than this useless waste of space

Get any other service. Too many problems to list

I just dropped my service through Telsco because suddenly Alarm.com got on my phone and all service stopped. I think this s totally a scam and Telsco has made a terrible mistake getting these people involved.

Kaitlin was patient and listened to the issues I was having. I have been working for quite some time to get an old login off of my account so that I could connect to my new system. The dealers were dreadful and passed me back and forth like a volleyball but Kaitlin was fantastic in helping me find a solution. She even reached out to the dealers in order to help. Then she went above and beyond to send additional info and instructions, having awareness that what she was fixing was only the half the battle.

My RBM alarm was fitted in 2014 and I was happy with it and the service. RBM were taken over by ACT (Advanced Consumer Technology). A new control panel made by Alarm.com was installed. The new system is quite good but it's in need of further development. When the RBM system got a fault their monitoring centre was alerted and they would telephone me and arrange an appointment to fix it quickly. ACT don't do this. When a battery failed a few weeks after installation (not impressive) the system started bleeping every hour and I had to call ACT to get them to come out to replace it. The hourly bleeps got a bit irritating after a few days. I am surprised that the batteries weren’t all renewed when the new panel was installed. The battery problem was not serious this time because I was home when the fault occurred. But if I had been away the fault would have continued so my house could have been completely unprotected, depending on the fault. Not good. I phoned ACT and pointed this out. A rather surly and arrogant technician said "RBM must have had a lot of time on their hands".
When someone presses the doorbell you have to 1.tap the Alarm.com icon, 2.tap the bell icon, 3.tap End Call, 4.tap Saved, 5.tap the top image before you can see the image of the caller on your phone’s screen. When someone presses the doorbell and I tap the icon on my phone it tells me my postcode and the date and today’s temperature range. This is of no use. Giving me redundant information instead of the iimage I need quickly is irritating. The menu tapping sequence is not intuitive but I eventually discovered this illogical process. Sometimes I get a different menu of irrelevant options. Last time the delivery person had left before I had got through the procedure. Unfortunately the image doesn’t appear on the control panel screen in the house which it should. I just get the irrelevant time, date and weather. Another obvious and irritating problem.
The chime is too quiet. The volume is not adjustable. A call to ACT informed me that it had been set to maximum loudness. There are no relay contacts in the doorbell, panel or chime to operate my existing chime which has the ideal loudness. It’s in the hallway and can be heard all over the house. The Alarm.com chime needs mains power and there is no conveniently sited mains socket in the hall so the chime is in the kitchen. I cannot hear the chime when the kitchen door is closed. I phoned again and asked what could be done and the same surly, aggresive technician said I could buy an (expensive) extra chime and use a (non-existent) free socket, or carry my phone with me around the house.
I have lost count of the number of icons and what they mean. I wish they would dump the obscure icons and replace them with the relevant word. When I press “live” nothing happens, I just get a greyed out image and have to tap the bell icon to see the clear image. The date and time is displayed but the lettering is light grey on dark grey in such tiny letters that I need a magnifying glass and a dark room to read them. If I press “Actions” I don’t get a menu of available actions as expected but the word “disarmed” and “cancel”.
The external bell box is just a dummy so neighbours and passers-by will not be alerted to someone breaking into my home and burglars will not run away at the sound of a siren as they probably would otherwise. Also the absence of response from non-existent alarm siren could give burglars the impression that they have not been detected. Thus it offers little deterrent, possibly even encouragement to continue breaking in. Burglars will soon realise that the box is a dummy. The original RBM box was not a dummy. Losing that deterrent is a retrograde step. Burglars who get in the house may be picked up by the indoor camera but I would much rather stop them getting in, in the first place, than having a video of a thug in a hoody with mask and dark glasses that would be of no use to the police. Having broken-in, my house would then be open to anyone.
I got two alerts on the PIR watching my patio door. I called ACT. They said it could be a spider walking over it and they would disable the sensor. I nervously took a chance and left the house empty for two more days. When I got home I looked for evidence of a spider and found none, but the PIR fell off the wall in my hand. Perhaps the PIR was faulty or just loose hence giving false alarms. I asked for the PIR to be upgraded to a camera PIR as it was looking at a patio door. The technician who installed it, Adrian, was polite, helpful and professional. He has now replaced all the batteries.

The young lady was very polite, professional and patient, and I appreciate that very much in a customer service representative!

Not nearly as intuitive as other systems. And any modifications require $500 visit from the company that set it up. Big mistake.

Terrible service. They only sell through dealers who are not trained or capable to program or support your system. They pawn alot off to the customer and when something goes wrong Alarm.com will not help you. They make you call you dealer who does not know how to fix it. Big waste of money and time

The team at alarm.com was very helpful, John and Kaitlyn both spent a great amount of time ensuring that my issue with one of the providers was resolved. A very professional team!

I purchased a whole home security system from Alarm.com. costing in the thousands for installation and wiring about four years ago. This past week, my outdoor Mini Bullet camera became foggy. I contacted my local distributor who installed it and they told me water had gotten inside the camera and could not be repaired, it had to be replaced at the cost of several hundred dollars as it was past the one year warranty. I understood their perspective, but reached out to Alarm.com as a unit that is supposed to be this quality should not have leaked or had a seal break this quick. The tech even agreed. Alarm.com would not stand behind their product, which in my opinion is an obvious defect. I have had ring cameras in my previous home for years with no issue. I wish now I had stuck with ring. If you are considering Alarm.com, I would highly recommend looking at Ring, or Simply safe. To be honest, I never have been happy with the quality of the video from Alarm.com as compared to my previous ring products. In some cases like this one, you do not get what you pay for.

Had alarm.com installed with move in. Within 3 months the doorbell camera would not work. Tried everything and contacted Alarm.com and they tried everything. Said that the camera was now out of warranty. After a lot of complaining they said that they would replace the camera, but it would be an $80 service call. When I said could replace it (it was one screw) they said it was no allowed.

Worst after service. They showed up at time of installation of Security system and then vanish

I've been holding off on writing this review because I wanted to take the time to familiarize myself with the system and assess its cost-effectiveness.

As a family with specific safety and monitoring needs, particularly with a non-verbal, special needs child, finding a comprehensive and user-friendly security system was paramount. After extensive research and comparisons, we decided to install the new Alarm.com system, and it has been nothing short of a game-changer for our family.

The comprehensive coverage provided by the indoor, outdoor, and doorbell video cameras ensures that we have eyes everywhere, giving us peace of mind whether we are home or away. The clarity and range of the cameras have exceeded our expectations, offering crisp images and wide viewing angles that leave no corner unseen.

What sets this system apart, particularly for our family, is the sophisticated yet intuitive home automation and notification system. It's like having a vigilant guardian watching over our home at all times. The system notifies us immediately if a door is left unlocked, the garage door remains open, or any windows have been tampered with. For any parent, especially those of us with special needs children, this feature alone is invaluable.

However, the real lifesaver has been the customized alert system. Knowing that our son, who is non-verbal and curious, can explore safely within our home is a relief. The instant he opens a door, we receive text alerts and audio notifications through our Alexa devices. This immediate response system allows us to react quickly, ensuring his safety at all times.

The home automation capabilities extend beyond safety; they have also improved our home's energy efficiency and comfort. The system's ability to automatically set the thermostat based on our preferences has been a welcome luxury, contributing significantly to our comfort and cost savings.

Moreover, the flexibility to create unlimited custom rules has revolutionized our approach to home security and energy management. For instance, we've programmed the system so that if someone approaches our house from the sidewalk, it automatically starts recording and emits a chirping sound, alerting the individual that they are being recorded. This not only enhances security but also deters potential intruders. Additionally, the feature where lights turn on in the upstairs bedrooms if someone enters our yard when we're away has added an extra layer of deterrence and peace of mind.

Perhaps one of the most practical and appreciated features, given our family dynamics, is the automated timers for all the lights. Our son loves to turn every light on, a common behavior for many children with special needs, but the system smartly turns them off after a set period. This has significantly reduced our electric bill and contributed to our home's energy efficiency.

In conclusion, the Alarm.com system has become an integral part of our family's daily life. It offers not just security, but also comfort, convenience, and peace of mind. It is an investment that has paid off tenfold, providing us with the assurance that our home and, more importantly, our family, are safe and well-managed.

We've been using the system for nearly six months, and overall, it's been fantastic. Our only hiccup initially was when one of the sensors for our back door fell off. However, when we reached out to Alarm.com, they responded promptly and resolved the issue for us without delay.

I cannot recommend this system enough, especially to families with similar needs to ours. It's not just a security system; it's a comprehensive solution that addresses a wide range of needs and challenges, making it an indispensable part of our family's wellbeing.

TERRIBLE. They are expensive and subpar. They make you pay when their own cameras don’t work. Wouldn’t give our money back after camera was down for more than a week. Would never recommend them to anyone.

A word of caution to those intending to use Alarm.com or continue using there services. Despite many efforts to portray the company as customer service focused it is apparent that they use there service providers as shields between them and the end users. As a case in point in Australia they use the 3g network to allow app communication with the home system and the 3g system is being shutdown in 2024. Alarm.com is charging through their service provider over $800 AUD to move to a 4g system. I tried to discuss this with Alarm.com but they continually feed you back to their service provider and refuse to engage with the end customer. I also found out that Alarm.com suggested in strong terms to the service provider that they should find an economic solution with me or they would suggest I go to another Alarm.com provider. This attitude shows a complete disregard for normal business, except for some rather “sharp” business practice that I would not expect from a global company. It should also be noted that standard 4g communications modules cost in the range of $20 AUD to $250 AUD. The Alarm.com cost looks to be excessive or just plain profiteering.

Update:
Well I received feedback from alarm.com where they again “threw” my service provider under the bus. They stated that they do not control the pricing except that the module comes from them. The service provider is installing at zero cost so the only person profiteering is alarm.com.
If this is the model they want to pursue then they need to remove any reference to “customer service” from their website. As always they only give an email contact for them to facilitate contact with the service provider.