Hossein K.
Disappointing Customer Service After 8 Years with Alarm.co
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.
Response from Alarm.comDec 16, 2024
Hello Hussein, We are sorry to hear of the experience you had with your direct service provider (the company that installed your system) regarding your smoke detector, carbon monoxide detector, and their loyalty department. We know how important your home security system is and take your feedback very seriously. Regarding difficulty with the equipment in your system, we would like to work as a liaison with you and your provider to assist in resolution of any issues. Please contact us at [email protected] 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