Alarm.com Avis 

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.

Excellent information provided by Kaitlin

Nobody was home when my house caught on fire in my son's room. However, the smoke detector in his room went off. The smoke detector was tied into my Alarm.com system. The Alarm.com system automatically alerted the local fire department even though the alarm system was off at the time. The fire department arrived within 5 minutes. They said the house was minutes away from being fully engulfed. I'm so thankful for my Alarm.com system. It saved my house and my 3 dogs who were all inside. I shudder to think what might have happened if my son was in his room or if I didn't have the system in place. Thank you!!

I am disgusted with this app, The alarm company I subscribe to claims it's a great app, easy to use, reliable, in other words, the greatest thing since peanut butter. I disagree, I have a house and an extra building in the backyard, both wired for alarm monitoring. I say "wired" but actually the alarm company recently "upgraded" the system to all wireless sensors. In any event the resulting system now depends on alarm.com for arming/disarming, etc. The screen layout is great, but trouble is the system itself lags and frequently errors out, leaving you to start over. Annoying.

John the Customer Service Representative was very helpful in getting My Mothers alarm system back activated by restoring password

I've been having a problem with my home alarm system. I contacted them about my issue and they steered me in the right direction to have it resolved. Very professional business!

You tech person patiently walked me through my issue and was extremely friendly and helpful. I've had to call Tech Support several times and always find your employees communicate very well and are very helpful. Keep it up.

Alarm.com is user friendly and works great. The customer service we received was excellent. The system was installed in a timely manner and all our questions were answered professionally.

I called last evening to reset my password. However, this morning I can’t access my account from my iPhone

I have alarm.com systems in both my Florida and lake house residences. I feel very confident in the security monitoring coverage at both locations. I can’t say enough in support of Alarm.com and if allowed I would give more than 5 stars ratings

Alarm.com was not the cause of my troubles but they were a part of the solution! The emailed response to my issue showed genuine concern as well as an understanding of the problem. Through this response I was able to resolve the issue. It would be great if I could receive the same service from the security company that is supposed to be protecting my family.

Alarm.com has Absolutely
Five Star 🌟🌟🌟🌟🌟
Customer Service! I needed help with changing my Wi-Fi connection and Alarm.com made it very easy! I also really love their new 2 way voice camera and doorbell. With Great Equipment and World Class Customer Service I will always be a customer of Alarm.com!!

My husband and I are long time customers of this amazing company! We have been using their system and has never experienced major issues with it. Their customer service is incredible as well. Highly recommend this company!

We have been a customer of Alarm.com since 2007 for good reason. The system has worked brilliantly for us over the years. Alarm.com have always been on top of any issue, helping us upgrade and to resolve any problem with the system which have been minimal. Even informing us of an issue we were unaware of via phone call. One of the longest vendor relationships we have had with our home for good reason.

Love the fact you can have externally monitored or self monitored system. The self monitored is a much better option for us than any monitored system as we can have alerts sent to the family. If we do not respond, the system can be configured to notify our neighbors who we have asked to check in on the house from afar and contact authorities if necessary.

We had the option to pay for setup or self setup as well. Self setup was pretty easy and they are constantly improving the sensors and options. The app and website are very robust with so many configuration, automation and notification options.

Ultimately, while the quality of the system is excellent, the most important fact for our longevity has been the superb customer service over the years and why Alarm.com is our longest vendor relationship that is not a monopolized utility.

EDIT: Thank you Jess - I am not an electrician, so I will not post the solution. I also won't change my review as it is ludicrous practice from this company.

As others have reported, I want to start this review out by stating that I would absolutely give this company 0 stars or even negative stars as they have been an absolute nightmare to work with. Please read the entirety of this review before even thinking about contacting this company and putting yourself at risk.

I am no stranger to smart devices and was asked by my mother to help fix her thermostats for this upcoming winter as they were "capped" at 65 degrees Fahrenheit. After contacting her previous service provider, her current service provider, and alarm.com customer support twice, I couldn't believe the immensity of the problem that was occurring. My mother had her furnace replaced her old local service provider who utilized alarm.com for her new thermostats, which were all paid for and installed (at a mark up, as others have stated). She was given an alarm.com account in order to utilize the mobile application/etc., which alarm.com confirmed twice over the phone existed.

Herein lies the MAJOR issue - my mother "capped" the heating through the application/account at 65 degrees to limit the heating consumption at the time (this was towards the summer months). During this time she changed local service providers and the thermostats continued to work - great. However; when contacting alarm.com regarding the issue of not being able to raise the heat any higher, we were told that we needed to contact both our old and new local service providers to fix the issue. Alarm.com support staff told us that they can see the account, can verify it existed with the old service provider, but is not active with the new service provider. We were told they cannot give us any information regarding the account, cannot make any changes, and if we would like to speak with a supervisor it could be weeks.

Calls to the new service provider indicated they do not utilize alarm.com's services - GREAT. However; this meant having to contact the old service provider as alarm.com staff told us in no uncertain terms that they do not handle these issues. Through these phone calls, we learned that the local companies seem to be using third party security companies in order to access alarm.com's services and provide them to the consumer. Both the old service provider and one alarm.com employee stated that this is a major known issue and has been a significant complaint from customers. The old service provider is in the process of helping to rectify this issue as I believe they are no longer using alarm.com, and the fact that this company that is no longer providing services to her house is willing to do this clearly indicates more red flags.

Going back to the "capping" of the temperature - let's say it was summer and the heat happened to be turned down significantly lower - alarm.com CANNOT and WILL NOT fix this. You are a prisoner of their application and, if you are unable to access your account (which in this case happened based on a change in service providers locally) you cannot change the settings you may have previously set. She was unable to get her old account, a new account, or any help whatsoever from alarm.com and was told this is something that must be done through the local provider. Again, there appears to be a security firm in between the local provider and alarm.com as when you go to their website and search for local services, only security companies exist as options.

As we continue to troubleshoot this, I felt the need to write this extensive review to warn anything even remotely thinking about using alarm.com's services to read the horrendous reviews regarding their technology and their customer service. It is truly appalling and the fact that they wish to wash their hands clean of this and only respond to 3-5 star reviews obviously throws up more flags. This practice should be illegal and I will either update or write another review upon learning more information regarding this "security company" that leaves you feeling extremely secured out and clearly has no concern for you feeling as though you are secured in. Abject regret would be the best way to describe how you will feel if you spend one penny on this company, or allow your local provider to install anything from this company.

I do not trust anything about the security of this company, especially after learning that this is not new, is not something the company wishes to address, and clearly the safety and comfortability of the people who use their products does not matter to them. Do not use their services - I am sorry if you do.

I've been with Alarm.com for many years. Started with the old Concord panel. You have always been there for me in advising on new products, helping with install, setting up the system, and parts support. Customer service is always courteous and professional AND most of all technically proficient! Love you guys!!

I have been an alarm.com customer for many years. As a "direct" customer, I designed and installed my home system. It not only provides security, but also allows me to control HVAC, lights, fire and flood protection. With the help of ADC, I've increased the capabilities of my system over time.

To accomplish and maintain my system, I have had to rely on Alarm.com products and their customer support. The products are state of the art, and their support is pretty close to perfect. They have sent me instructions when I've needed them, and have spent hours on the phone with me, diagnosing special problems.

I truly appreciate them greatly - it's like they are part of my family.

We have been customers of Alarm.com since the 1980’s. The technology and customer service provided have been cutting edge all through the years. We moved our residence to a new state and took the security system with us. I would recommend Alarm.com wholeheartedly to anyone.

I'm always happy using support from Alarm.com. They're helpful and willing to work with me until the problem is fixed.