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Alarm.com Reviews

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5.1

Overall Score

Star Rating

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2.6

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34 Reviews

Review Breakdown

5 grade

26%

4 grade

12%

3 grade

9%

2 grade

3%

1 grade

50%

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Jake F New York, NY

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.

3 years ago

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Reply from Alarm.com

Hello Jake,

We wanted to follow up with you after our last discussion by phone and after you updated your review. We truly appreciate your feedback and wanted to provide an update as to some changes we have since made.

The Alarm.com thermostat was designed to work with a panel or hub. The panel (or hub) receives its updates from Alarm.com, and the thermostat receives its updates through the panel. If the account is closed, the panel can no longer receive updates from Alarm.com to provide to the thermostat. And if disconnected from the designated panel, the thermostat can no longer receive updates from Alarm.com. Since the thermostat is wired to the HVAC system, and there are many different potential HVAC configurations, factory resetting the thermostat could lead to an incorrect configuration and cause damage to the system as a whole.

This being said, we do understand the importance of being able to remove schedules from the thermostat if it is no longer going to be used with an Alarm.com account. Moving forward, April 05, 2023, we will send communication to the thermostat (through the panel) to remove the schedule as part of the process of closing an account. We believe this will help in situations like yours moving forward. If any further features or updates are needed beyond removal of the schedule upon closing of the account, we recommend working with an Alarm.com provider.

We truly appreciate you taking the time to provide your feedback and work with us to explain your circumstances. Please let us know if you have any further questions/concerns or features you would like to see on the Alarm.com platform. We are always looking for new ways to innovate in order to deliver the best experience we can to our users and are always happy to help however we can.

Best,
The Alarm.com Team

Jun. 1st, 2023

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Mark Valentine Colleyville, TX

I hate paying $60 a month for crap service, the alarm .com website takes forever to load video if something was going on at my house it would be over before i could look. The phone app is not any better if i get an alert on something half the time it wont load it says retry. Video doorbell is not worth it , buy a ring at least you can use the video chat before they leave. Last time i had work done they said i could get a discount if i renewed my contract for 24 months. When i called to see how long i had left so i could cancel the rep said i signed a 5 year contract. Bunch of crooks and rip off artists. I never agreed to a 5 year contract. Save yourself a headache go somewhere else. And they do not call you back if you leave a voicemail.

4 years ago

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Ed Surpin Mead, CO

I would give 0 stars if I could. My system never worked properly. I reached out to them and it's near impossible to speak with someone. When I did speak with a person, I was told that they couldnt help and they will have someone call me back. It took 3 weeks to hear from someone and still my issues persist. I live in a new home community and will do everything in my power to make sure my neighbors done get suckered like I did. I will also be speaking with DR Horton (my builder) and inform them of the horrific service. It shoudl be illegal to take peoples money and offer 0 in return. Horrible!!!

4 years ago

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Reply from Alarm.com

Hi Ed, we are sorry for the experience you have had with your service provider. We reached out to your provider with the details you wrote, and their customer support manager is reaching out to you. We have also offered added support to them if they were to need it. If you need additional assistance, please let us know through the Contact Us page on our website and we will be happy to work as a liaison. We hope the installation issues you’ve experienced with your service provider will be resolved quickly.

Best,
The Alarm. com Team

Apr. 21st, 2021

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Andy Tulsa, OK

This service pissed me off I had they tech guy come out like 7 times and possibly more. I been having so many issues with the cameras recording I bought more clips but there are times when someone rings my doorbell I get the notification on my phone if you want to view video but the video never shows up. I really want a refund and only had them a month but now I am stuck in the stupid contract. I had a issue with my alarm going off and no one ever responded on the panel and I had to call them to see why never called and it was hard to get a hold of anyone on phone are chat. They told me they were ADT but they are contracted under Alarm.com. I try to respond to the tech are sales person and hardly dont get any response back. Also they lied to me about having a dvr reciever to record longer videos then clips because once you reach your limit of clips you are pretty much screwed and still pay monthly fee and hope no one breaks in are still anything. Dont waste your money they are crooks.

5 years ago

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Reinhard Queen Creek, AZ

I would give them 0 stars if I could. I sold my house and move out of Country and contacted them. They said I have to fill out a form with the new address where I'm moving to what I did. Now they told me that there is no way to let me get out from my contract. The guy on the phone told me I should lie to him and say that I will rent out the house so he would give me a discount on the last 9 month of the contract. I told him no! I sold the house. What the heck is that for a SECURITY COMPANY who want you to lie??? I will tell the new owner from my house that he should stay away from this company. They will rip you off. I can not recommend them to any one. Now I have to pay for a security system what I don't use anymore and I not even live here.

5 years ago

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Jonelle Jankowski

I work for a security company and often deal with issues customers have with their cameras. They constantly go offline and the main reason is signal issue. I think they're crap. I'd recommend getting a camera from Best Buy. I have one that sets off an alarm, has the ability to turn at 360 degree angles and you can remotely look around a room to see something. It has also has built in audio so you can talk into it. It's the best I've ever had and seen and only costs around $45. I know the ADC cameras are pricey and not sure why.

1 year ago

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Reply from Alarm.com

Hello Jonelle,

We're genuinely sorry to hear you're experiencing recurring issues with the cameras, particularly with signal dropouts. As someone who works in the security industry, your expectations of a reliable product are certainly valid.

While the camera you purchased sounds robust, we'd like to underscore the unique features our cameras offer. Alarm.com cameras are designed for seamless integration with both the security panel and central monitoring stations which allows for more effective emergency response. This adds an extra layer of security and promptness during an emergency, over and beyond what many consumer-grade cameras can provide.

Regarding cameras going offline, it's unfortunate to hear that this has been an issue. Often, connectivity problems are related to the customer's network conditions. Our dedicated service provider support team is ready and willing to help troubleshoot these issues to help maintain optimal performance.

We appreciate your feedback and hope to continue providing you with quality and reliable security solutions.

Best Regards,
The Alarm.com Team

Nov. 19th, 2024

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jason hemmimgson Roanoke, TX

After calling ADT about a website issue and about Alarm.com website issue. I was informed that alarm.com needed to troubleshoot the issue. Alarm.com informed me that I needed to contact another about the issue which is there website. I’ll be canceling my service should of did my due diligence and looked up their reviews hopefully others read this. Stay away find a better service than this pos thanks alarm,com for making me waste my money!

3 years ago

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Reply from Alarm.com

Hello Jason,

We are so sorry to hear of the experience you had with getting assistance for this issue. We know how important your home security system is and understand it would be frustrating for it to not operate as expected.

We would like to work as a liaison with you and your provider (the company who installed and services your system) to assist in resolution of any issues. Please contact us at info@alarm.com with any account information you have such as the email, phone, or name on the account, and we may assist you in getting contact with your provider.

Feb. 28th, 2023

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Miles

I rate them less than a star!! I have had the system installed for two years and have had equipment problems since. Replaced doorbell camera at least twice. Bad service, initial install problems to include a camera installed incorrectly on my rain gutter,, had to relocate and now I have holes in my gutter. the video footage is horrible, cant make out anything. The cost to get out of the contract with a year remaining is over $1000. This has been the worst experience! Stay away!!!

6 years ago

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Rod Jacobs Aurora, IL

Loooong contract!!! Just cost us $1850 to adhere to to fine print of contract because we sold our house after 10 months into 5 YEAR contract! Of course this part of the contrat was NOT highlighted! Didn’t plan on moving but we are. Company wouldn’t send technician to allow us to take equipment so had to fownload manual and gigure out myself. This includes: push button/remote ffont door lock, doorbell camera/communication, water sensors, remote garage opener, wall control unit, window/slider/door sensors. NEVER AGAIN!!

7 years ago

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Max Rothgeb North Chicago, IL

I don't have much good to say about Alarm .com when they contacted me to setup installation after they promised to get me a camera for inside monitoring . They came out to install and the installer could not get the camera to work . Then I agreed to change from the camera to a remote acess Thermostat again they came to install it the installer didn't know how ti wire it to my home heating/cooling units . Since then everytime I call them the person I talk to says they will have THEIR BOSS CALL ME BACK , that never happens . But they darn sure get their money every month.

8 years ago

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John Skerchak

Doorbell camera went out after 5 months would not replace at first. Then agreed to replace, but $80 service call. We are in a new development and their service trucks are in the area every day. Will not stand behind products. I think a doorbell camera should last more then 5 months.

1 year ago

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Reply from Alarm.com

Hello John,

We are sorry to hear about the experience you had with your direct service provider (the company that installed and services your system) regarding your cameras. We are also sorry to hear the price point of your direct service provider is not ideal. We know how important your home security system is and understand it would be frustrating for it to not operate as expected.

Regarding the difficulty with the equipment in your system, we would like to work as a liaison with you and your provider to assist in the resolution of any issues.

Please contact us at info@alarm.com with any account information such as the email, phone, and name on the account, and we may assist you in getting in contact with your provider.

Best,

The Alarm.com Team

May. 17th, 2024

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Greg Raleigh, NC

Alarm.com is a trap. You buy all these cameras, an if you don't like the service and want to get out, all the cameras will not work on other systems. I also don't like the fact that you spent all this money on cameras and they dictate how long I can look at them in the app.

2 years ago

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Reply from Alarm.com

Hello Greg,

We are sorry to hear things did not work out with your direct service provider (the company who installed and serviced your system). We know how important cameras are for home awareness and we understand it would be frustrating to not be able to access them or their footage.

By default, video clips and continuous recordings (via SD Card or SVR) stay on an account until the online storage in the account is filled, or the SD Card or hard drive is full. However, it is possible to set storage settings to better match a user's preferences. We would be happy to provide some information regarding how you can increase storage limits, protect wanted clips, and preserve footage from your account, if you decide to set up an Alarm.com system again in the future. We would also be happy to locate another Alarm.com authorized provider in your area so you can continue using your cameras.

Please contact us at info@alarm.com with your best contact information and we may assist you with best next steps in regaining an account.

Best,
The Alarm.com Team

Oct. 2nd, 2023

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Greg J Carter TX

Nine years I've paid for this service and just had my first alarm while out of town. Found out that I had to register with local police if any action was to happen. Reaction from alarm.com was, dang really sorry we didn't tell you that. What good is this?

4 years ago

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Rodderick Graves Colorado Springs, CO

I like that the price is reasonable. The bad is the cameras stop recording after a certain number of videos and it’s a pain to free up space for cameras to resume recording then when you complain to monitoring service they tell you a dumb number to get out of contract so if u get this be prepared to do 2 years hard time

5 years ago

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Todd Blackwell

Company has no ability to assist with issues. They have no ability to cancel subscriptions even when their contractors are out of business. They are a fake company that just charges for no services being provided!!! Todd B

1 year ago

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Reply from Alarm.com

Hello Todd,

We are sorry to hear about the difficulty with your Service Provider and know how important your home security system is and understand it would be frustrating for you to not get the support needed.

One note, Alarm.com is a technology service provider that provides a software-as-a-service platform used by companies in the security and home automation industry. Security Providers are independent companies and not contractors. Alarm.com does not have control over how the business is run or managed.

Alarm.com is actively reviewing your situation. We have attempted to contact you but have been unsuccessful. We will contact you as we have more information. Please feel free to reach out to us at info@alarm.com as well.

Best,
The Alarm.com Team

Jul. 26th, 2024

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Kenneth Okerlund

Site is not very easy to use and can be quite confusing as well as slow. It is nice that it makes it so you can control everything from the same place, but you can often run into a lot of issues with their site.

8 years ago

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michelle coleman robinson Somers Point, NJ

STAY AWAY THEY SET YOU UP AND THEN WALK AWAY

5 years ago