Unbiased Broadview Home Security Reviews

(Added Mar 4/10) Beware when they say you own the system! We have had Brinks monitored system for 5 yrs now. We were told that after 2-3 yrs we own the system. I recently looked into having another company monitor our system for a much lower cost. To my surprise, the Brinks system is proprietary and cannot be used by other companies. They don't use any of the standard brand systems that are easily converted and monitored by another company. In order words, unless brinks is the monitoring company it is useless. I will have to purchase a new alarm system and 3 new pads to go with another company. Now I am really determined to get rid of it. I can't stand deceptive practices.

(Added Mar 4/10) Last year when I was out for a girls night out, my sister was babysitting my children. My son opened the back door and the alarm sounded. Brinks calls me and informs me that they turned the alarm off for the babysitter. I was mad! How could they offer to turn off the alarm without speaking to me first. My sister could have been anyone off the street who convinced them that she was babysitting. So I have them notify the police any time an alarm sounds without the code word. But what's the point of having a code word if they just turn off the alarm for anyone?

(Added Mar 3/10) I'm very happy with Broadview. We were with Brinks for 3-5 years and the transition to Broadview was transparent. No problems. Later, we lost some of our window contacts during a replacement window project and Broadview agreed to rebuild our security system at no cost if we agreed to a 3 year contract at a reduced rate. They've treated us very fairly, enough where I am writing this review which I wouldn't normally take the time to do.

(Added Feb 25/10) I have worked for Brinks/Broadview sec. for 14 years. I have enjoyed the time until I was told Broadview is being bought by ADT. WE the employees know deep in our hearts that this buy out from ADT will end 90% of our careers. ADT does not care about the Broadview employees or its customers. TYCO/ADT is trying to create a monopoly by taking exclusive control of the home security industry. Our only hope is the US government takes action to stop this takeover.

(Added Feb 13/10) Do not EVER buy a Brinks or Broadview product. After 8 years of timely payments we chose to not renew our annual contract with them as I had lost my job. First, they "auto renew" and say they are going to bill us for the new year anyway. Second, when we installed the system the salesman told us that after the 3 years the system would be ours. After paying them for 8 years, they now LOCK and DISABLED the system so that it doesn't even chime anymore when the doors are opened or closed and is fully non-functional. The siren is in the attic and is also now useless. Brinks, now Broadview, is simply an EVIL EVIL company. The cost of the equipment in our house is a very small fraction of what we have paid them; they have made back their investment many times over.

(Added Feb 12/10) Buyer Beware!! Broadview Security/Brinks will not support their systems even if you have been with them for 6 years and have been paying the $5 per month support fee. Our system stopped reporting to Broadview in September of 2009 and we did not find until November that there was a problem. Because we had recently switched phone companies Broadview said they would come out and troubleshoot the system unless we paid them $99 an hour. Over the past 6 years we have paid $360 for the ability to have them come service our system at no charge, which ultimately counts for nothing. Also at the time we signed the contract we were told it was for 3 years. As it turns out once your 3 years are up they sign you automatically to a year to year contract and will not let you out of it. Broadview Security will not back up it's systems. We switched to ADT. During the install ADT discovered that several windows in our home that were supposed to have been alarmed had never been set up and were not secure. Beware of Broadview Security!!! I am an agent for the countries 5th largest homeowner and auto insurer and I will tell all of my clients to NOT do business with Broadview as well as all of my family, neighbors and friends.

(Added Jan 31/10) I have been a customer of Broadview for two months now and I am extremely disappointed with their customer service. When our system was installed, I filled out a permit application (required by the city of Dallas), paid the application fee, and an additional "convenience" fee to have Broadview submit the paperwork. About a month later I got a letter from Broadview saying that I did not have a permit and Dallas police would not send anybody to my house if there was an emergency because my alarm is in violation of city ordinances. I called Broadview everyday for six days (sometimes calling twice in a day) about this matter and never got a return call. They gave me every excuse in the book as to why nobody has called me back. I finally contacted the City of Dallas myself to resolve this matter, but I am sure that I will never get my application fee or convenience fee back from Broadview. So, if you do decide to go with Broadview you should submit your own application for a permit if it is required in your city. And, DO NOT expect to get a phone call back if you contact customer service.

(Added Jan 31/10) I am so disappointed in this service. I installed an alarm for both my property and my rental property, signing a 3 year contract. I just recently switched phone providers and my alarm system is now no longer working. When I called Brinks to ask if they could come around to take a look, I was told I would be charged 90$ / hour!!!! I pay for this service monthly, have a contract and have been a loyal customer. For them to expect me to potentially have to pay hundreds of dollars for my service to continue working is ridiculous and short sighted. I am very ready to find another provider for this service who would treat me like a valued customer.

(Added Jan 30/10) Lousy. Installed 2 weeks ago wireless (i.e. cell backup), has never worked properly. Problems they claim with the wireless connection although I can surf the web just fine all over with two different wireless computers. They only work Monday-Friday for service between 8 and 5; they didn't accurately record the type of equipment I have so for every time I've had to call them (alarm is shrieking) I have to go through explaining - again - that I only have a keypad system, not one with an LED or LCD screen and they won't note it. I finally ended up disconnecting the system entirely because they couldn't get anyone out for 3-4 days and after being up all night I couldn't listen to that noise anymore. Horrible product, lousy service. Beware.

(Added Jan 21/10) We are currently an ADT customer, signed an agreement with Broadview....(read the whole review)

(Added Jan 20/10) Suddenly various keys on the keypad do not work. The system does not turn on. For $90.00 Broadview will look at it. I do not trust them because I suspect the system has been incapacitated at a higher level. I would like to know if other customers are having similar problems. Please blog. thanks

(Added Jan 9/10) I have completed my three year obligation to Broadview and had to cancel the service for two months due to the economy. I had several breakins two months prior to my contract being up, the alarm sounded both times but noone from Broadview monitoring desk, called to confirm the alarm. Very bad customer service. When I tried to reactivate my service, I was told.."it is a $90.00 re-activation fee and a new three year obligation. Now let me see...sign up with Broadview for three years with the same old equipment or go with a new provider ADT??? and get newer equipment alone with the three year obligation. It's the principal at this point.

(Added Dec 30/09) Paid this company three years cash in advance for service. Due to disability had to sell home move into apartment. After 1 and 1/2 years still have not recieved difference in balance which I paid to this company. I have called them at least once a month and followed all their instructions and yet they still keep my money for a service which they no longer provide. I wanted a system to keep the criminals out, not let them inside to false represent policies. Do not fall for sales pitch or any promises this company makes...And never pay in advance thinking you are dealing with a company of integrity. This company does not care about customers or future customers.

(Added Dec 29/09) I feel that Broadview Security did a bait and switch operation on me. I needed an upgrade....(read the whole review)

(Added Dec 29/09) We have been Broadview/Brinks customers for almost nine years, but we would recommend you avoid the company due to their customer service. We have a wireless system, and have been paying a monthly fee ($5) for a service contract since we started with Brinks. The fee and the service contract were carried over once the switch to Broadview was made. We just discovered, during a recent service call, that one of our components is not working, and cannot be fixed, as the part is no longer made. Broadview is insisting that we sign a three year agreement in order to get a replacement. They are not honoring their service contract because the part is no longer made. No one will can give us an explanation as to why our service contract, which we are still being charged for, does not cover a replacement. If not, why did they continue to charge for the contract once they no longer stocked the component? We will not continue with Broadview, and warn others against them as well.

(Added Dec 12/09) Brinks has such old technology, but they tell you that they have been using a very traditional kind of approach! It is very funny to say that being traditional is a good thing since this is the kind of industry just like other high tech ones. Do cell phone providers tell the consumers that they have the old kind of phones and services? This company has be way behind the time and has been refusing to invest and has been amazingly lucky to charge no less than its competitors. I have been an ADT customer for eleven years and recently dealing with Brinks (since the new house was pre-wired with Brinks system). I am an electric engineering consultant for twenty years, and I know how these systems are supposed to be. P.S. Brinks system will work locally as a stand-alone alarm system only for your neighbors to know if your alarm is set off. If you are not in contract, your system is completely dead.

(Added Dec 12/09) I love Brinks/Broadview. The saleslady was very polite, and not pushy at all! She even came out and gave me an estimate for free, when other companies were trying to charge me for an estimate!!! With approved credit, I only paid $49 dollars for my install, and only $29.99 a month for my monitoring. I've already referred 2 of my friends, and they are signing up also. That will save me $100 on my monthly monitoring! It doesn't get much better than Broadview. And to those of you complaining, if you only would have read your contract, you probably would still be pleased with your service.

(Added Dec 4/09) I was a former ADT customer for 7 years. I decided to switch to Broadview because....(read the whole review)

(Added Dec 4/09) Stay away from these guys. We had an alarm monitoring contract renewable yearly. Our alarm system kept breaking down and they had to return no less than 5 times for the same problem in the first 3 months. Each time we paid another service fee AND we had to take 1/2 day off work, They refused to come on Saturday saying that they only did alarm installations on Saturday, not alarm repair. Our alarm system never did get fixed and I could not afford to continue to take 1/2 days off to wait for the repairman and pay an additional service fee each time they came out only to have it break down within 2 or 3 days. Broadview continued to collect the monitoring fee for a broken alarm system. Then had the nerve when the contract ran out to insist I pay for an additional 6 months. Their excuse was that I should have called to tell them I was not renewing a contract to monitor a broken alarm system! I asked for a copy of the contract that states it automatically renews each year. Just as they never provided me a working alarm system, they never provided me a copy of the contract as promised.

(Added Nov 24/09) (Updated Feb 23/10) After having Brinks for 2 1/2 years, I receive a call stating they need to speak with me regarding tower service for my wireless system. I am told that they may not be able to use the same tower that currently covers Troy, Michigan. It may or may not be affected in the next 30 days or even permanently. Then I'm told I can switch to landline or internet. If I wanted those choices I probably wouldn't have been paying a premium price already guys. My other option is to receive back the original $200 installation charge & they will now rebill at $295 for new wireless equipment for another tower. Also, the monthly rate will now be higher. They can waive that if I want another 3 year contract. I already prepaid them till the end of my contract- this is a breach of contract. Is there anyone else this has happened to who has looked into the legalities of this companies policies on changing signed contracts?
Update:
It hasn't been handled. The company is clueless & have not returned a call. I think the public should know how stupid their policies are.

(Added Nov 16/09) I got Broadview about 3 months ago. The system wasn't working, so the installer found out that he had put a staple through a phone line. Then I asked him to replace it and he wouldn't. He asked me if I wanted the protection plan, I said no then he says "well that staple in that line up there might mess it up". So I felt like I got bullied into it. Now the Alarm goes off all the time and the cops come and it sucks. So now I'm trying to get out of the 3 yr agreement.

(Added Nov 2/09) I was a Brinks customer for over 10 years and had a system installed in my mom's house over 5 years ago. I pay for both accounts and was always happy....(read the whole review)

(Added Oct 24/09) We moved from our house that had....(read the whole review)

(Added Oct 15/09) New to Broadview (Brinks until 7/1/9 I guess). Very happy with the sales rep. and the install. No pressure, much better pricing than ADT, and quick and good work wiring it all together. Some people complain in general about the cost of a 3 yr deal and not being able to get out of it. However, for $99 I got a very good system and 6 hours of labor to install. Not a bad price and their monthly (rate) is lower than ADT.

(Added Oct 6/09) I noticed a bunch of customers that are/were with Broadview security complaining that they feel they should be let out of an OBLIGATION THAT THEY SIGNED bevause of hardship...I ask them did the BMW let them forget they owed on leases...did their mortgage company obsolve them...Brinks/Broadview has a great reputation...it's obvious that alot of these customers don't own up to commitments. If you decide to get rid of your landline to save money, why shouldn't you have to pay a security company for putting a means of communication in your house and charging you for the cell air time that the security company has the pay the cell companies..that's called good smart business..have a rep from each company come to your home and you will see why Broadview is far superior.

(Added Oct 6/09) We have had our Brinks security system for 3 1/2 years now. We recently decided to switch companies to a wireless security system so we could cancel our landline phone. Before we signed a contract with the new security system company, I had phoned Brinks (Now Broadview) to insure that we had met our contractual obligations and would be able to cancel the service without incurring any additional costs from Brinks. I was told at this time by the Brinks rep. that we had met our contractual obligation. We went ahead and switched to the wireless security system with another company and I just received a call from another Brinks rep. after canceling our Brinks service instructing me that they are going to send me an invoice for another six months of monitoring because even though we had met the 3 years of service, we were automatically renewed for another year since we did not cancel the service within 30 days of our 3 years expiring. This is ridiculous!

(Added Oct 5/09) I purchased the $99 system as I saw advertised. However, I added quite a few more items, and the total was $1032.00. Monthly charge is $38 ($34 monitoring, $4 replacement warranty). The gentlemen came late in the day at about 1pm. He finished well past his time of 9pm (8-5 schedule). I was happy with the installation for all intents and purposes. The only thing that upset me was that he took five minutes to teach it to me. I thought it would be in the little booklet he gave me. It was not. So, I basically am learning this on trial-and-error. After all is said and done, I learned everything within twenty four hours. However, I wish I would have been shown more. I cannot gripe really, since he made a sacrifice for me and worked past his shift. Realistically, once you use common judgement, it is not hard to learn. However, if you get this installed, take your pet into consideration. The tech was nice enough to set the sensors closer to midwall (five feet), so my Pekinese will not set it off.

(Added Sept 30/09) (Updated Jan 31/10) Originally purchased alarm system from Brink's. We sold home and because we signed 3 year contract....(read the whole review)

(Added Sept 23/09) I have had Brinks for the last 6 years and I have never had a need to call in an event. When I set up the account apparently they did not use the right code. Now that I have an event I tried to get resolved they absolutely refuse to help without that code word. Instead of having an alternate method of identifying you they insist on this code only. We are renovating and therefore cannot get to the original paperwok. I was told that I could sit there and guess the code as many times as I wanted. How reassuring is this? I have an alarm that goes off unless the system is disabled. To change anyhting it has to be done in writing; so helpful when you have an alarm going off. The customer service people are a joke. Instead of trying to help a long-term customer and having a better I.D. process I have had to deal with this malfunctioning system for weeks. I finally cancelled my direct pay. This got their attention but were still no more helpful. I am hoping that ADT will be bettter!!!!

(Added Sept 9/09) Very disappointed with service. System is 1 year old. First the power supply was bad - almost melting hot, took two weeks to be replaced. Came back from 2 vacations only to find out the telephone communication was faulty, i.e. the home was not protected during that time! Now the telephone communication is faulty again, and it will take over 2 weeks to get the repair. So much for a sense of urgency from a home security company!

(Added Sept 8/09) I had home alarm service with Brinks for 3 years and one month when I was laid off due to the economic downturn....(read the whole review)

(Added Aug 24/09) I was reading some of the complaints and disgust about Broadview Security. Well there is not a perfect company out there, but....(read the whole review)

(Added Aug 18/09) The Broadview company guidelines, procedures, & how they generally take care of their employees, is above and beyond what any home security company could EVER offer. I worked for Brinks Home Security, now Broadview, for about 3 years very recently. I started as an install technician I, soon moved to II, then transferred to the sales staff as a consultant. As you can imagine, I have seen & heard ANY situation that may arise whether it be contractual, service oriented, or at the monitoring station itself. Broadview is of a higher standard, period. You WILL NOT find another home security company who consistently will provide top notch service all around. If you think this is completely biased, call ANY local or national security company & have them come to your home for an estimate. You WILL see the difference.

(Added Aug 5/09) I called Brinks to check how I could maintain my home security monitoring system without a landline on the premises. The phone tech told me that I could invest $300 +$10/month more for a GSM system, or $200 +$5/month more for an IP system. I say this is highway robbery, in cahoots with the (landline) phone monopolies! What other alternatives do I have to keep my home wired, but lose the upcharges? This just doesn't seem right at all!

(Added Aug 3/09) Initially I liked the company, but when I changed phone companies I found out that you needed a representative to come to the site to check if the new phone line is viable for Brinks. It seems the alarm works on all lines, but the update information does not. Brinks never said to do this, even when I told them that I was changing. A representative said they have no idea which phone lines work and which don't, and they don't feel responsible enough to give a deal or help with the upgrade. I have two more years on my contract, with a substandard system, and then I am done with Brinks.

(Added July 22/09) Following a recent rise in home invasion burglaries in our area, I decided it was time to add a security system....(read the whole review)

(Added July 17/09) I had Brinks for over 4 years. I was on my second 3 year contract when a former employee in our town was using codes and code words to break into houses. I called Brinks and the customer service person was completely unaware of the break-ins. The Brinks employee went on & on about contracts, early termination fees, etc. I was being strong armed into keeping service with a company I no longer trusted. I wrote Brinks (corporate) a letter and basically told them "shame on you." They then released me from my contract. My monitoring service was terminated, and I no longer owe Brinks any money. (Note from Admin: We asked the author of this review for a source of the allegations noted. We were sent this link: http://abclocal.go.com/ktrk/story?section=news/local&id=6821973&rss=rss-ktrk-article-6821973).