Broadview is now part of ADT Security Services. Visit ADTs review for more information.
Trapped by contract tricks
I signed a 3 year contract with Brinks in December 2005 it ended in 2008. They automatically renew your contract for another year. You need to let them know, if not you are stuck. It became Broadview Security, and then it was bought out by ADT. I have called many times, but received different answers. The first time I called, they told me that I would have to pay them until August 2011, which I was fine with that. The last called I made, they said that I can cancel services, but I am stuck with the contract that I signed in 2005, until DECEMBER 2011. In other words, I will be paying them for nothing. I understand that I was in a contract but that contract was signed in 2005 with brinks. I was worried about getting burglarized, but BRINKS/BRoadview/ADT are the REAL CROOKS. …This system is so outdated that a burglar all has to do is cut the phone line and all is left is bells and whistles. So unfair and I wouldn?t? be surprised if this is legal. But because it is legal it does not make it right. I can?t believe that automatic ONE year contracts are acceptable in this country. They should be illegal! I have fulfilled my 3 year contract in 2008??
Stay away from them
I signed a contract with a Brinks reprehensive on April 24, 2006. I paid $300 down and $30.00 a month for 4 1/2 years. I called to cancel my alarm with them due to me fulfilling my obligation with my contract.
When I called to cancel on July 22, 2010, Broadview Associate transferred to Customer Loyalty where I was offered many different offers to stay with the company. I called back a day later and cancelled my alarm/monitoring service. The woman I spoke to was very nice and stated my last monitoring would be on July 26, because that would be the last day of the billing cycle. On July 26, around 8pm I received a phone call from Broadview/Brinks with a man asking me to punch in a code to my alarm system to discontinue monitoring. I punched in the code **** and the call disconnected after a long beep on my key pad. Later that night I tried to set the alarm so I could use the door chimes, etc. My key pad did not work! I opened the doors and nothing was working. I spoke to my husband who is currently station in Afghanistan and he was outranged and demanded me to call back and ask why our system in our home no longer works.
I called Broadview/Brinks at 10:00am on July 27, 2010; spoke to Reggie and explained the problem with the alarm not working. Mr. Reggie informed me when you cancel your monitoring your whole system will be deactivated (not functional) and you cannot use it at all unless you pay to have the system changed to a local system (you have to purchase the system from Brinks/Broadview for $500 and whatever parts you might need in order to change it so it only works in our home) or sign up again for monitoring.
I was transferred to Customer Loyalty again; spoke to a Shquilta who was none helpful and very rude. I then ask to speak to a supervisor and spoke to a Peter. I explain to Peter I disagree with the alarm in my home not working due to it not being monitored anymore by his company. I felt that I purchased this alarm equipment due to paying $1560 over the last 4 ? years and the equipment should still be working even if was not being monitored by his company. Mr. Peter informed me, I own nothing. The equipment in my home belongs to Broadview/Brinks. If I want the equipment to work in my home as a local alarm then I need to purchase the equipment and pay insulation to convert the operating box over to local system. The cost of purchasing the alarm from Brinks/Broadview will be $500.00 and whatever else I might need (like installation).
I explained never at anytime informed until now Brinks still owned the equipment in my home. I was under the notion by fulfilling my obligation I would own the equipment due to the amount of money I paid out. I asked Mr. Peter if his company would be so kindly to come out and remove their equipment that they still own and make sure to fill the holes in my walls due to their equipment being uninstalled. Mr. Peter informed me there would also be a charge for them to come out and remove their equipment, however, they will not be responsible for filling in any holes or damaged left to my home.
I asked Mr. Peter if I decide to go with another alarm company. Mr. Peter made sure I was aware this alarm system would not work with any other alarm system. I asked Mr. Peter what shall we do with your equipment when we the other company comes to install their equipment. I refuse to be responsible for your equipment I no longer want. Mr. Peter informed me that I will not be asked for the equipment back and the new company can remove and throw it out.
I then went through this whole situation again with Mr. Peter explain where I did not understand their companies rules. Mr. Peter tried to inform me on the contract I and my husband signed it states in BIG BOLD BLACK LETTERS THAT BRINKS OWN ALL EQUIPMENT. All I know is that on my contract that I have in my hand does it state that Brinks will own all equipment after fulfilling my obligation and the system will be none working after monitoring is discontinued with the company. My contract says I will pay $29.99 a months for 4 years and deducted out of my checking account.
Mr. Peter suggested when he has a contract he fulfills his obligation. I told Mr. Peter to pull up my account because I more than fulfilled my obligation with the contract I signed. Mr. Peter then reoffered to activate my alarm with them updating my equipment and signing another three contract.
Is this man for real, I rather open up all my windows and put a sign in my front yard for all the thieves and thugs to see , so they can come in and take everything I own before giving this company more of my business? Do your research and stay away from this company!
Not going to use them again
We have had Brinks/Broadview for 10 years. The service during this time was good and sometimes they were very good. They typically responded promptly to my alarms during this time. I have one complaint. We recently moved out of our home and notified Broadview more than 30 days before well sold our home of the date we would end service. When we received the final bill it was a bill for the entire month that we closed. It should have been a partial billing as we did not use the service for the entire month.
When I contacted Broadview they told me I would have to pay the entire bill because they were “unable to prorate” the bill. I had to pay the entire bill. Had this been a different time in our ecomony, I would have prorated the bill myself and paid them what I thought was fair. But who needs any negative information on their credit history? So, I paid the entire bill. So, now that I have moved into my new home guess which security company I will not use? They should have prorated the bill and treated me fairly especially after all our years of service. Their loss.
Always a good experience
I have been w/ Brinks for about 2.5 years in my condo and about a 1 year in a rental house before that. Always had great experiences. Twice my alarm has been triggered while I was not at home and both times the cops were promptly dispatched. I tend to trigger my alarm accidentally at home fairly often and can always count on receiving a call within about a minute. Today I accidentally set my alarm off and I gave the plural version of my security password. Even though it was the correct password, just had an extra “S” on the end, they asked me for additional verification information, which was my contacts’ phone numbers, which I didn’t know off the top of my head. It took three phone calls from them to get resolved, and I was a bit annoyed that they wouldn’t just let it go since I was trying to get to work, but I do really appreciate their persistence in making sure that it was legitimately me and not someone pretending to be me. I definitely rest easier knowing that help is on it’s way if anything should ever happen at home.
This company is worse than awful
Brinks, before they transformed themselves into Broadview, was our alarm company for three years. Bad was an understatement. We had one false alarm. It took them 40 min. to call us and ask what to do! Since I’m in law enforcement I said how about calling the police? The local police put the call on the lowest priority because it’s not confirmed. Brinks would not help with the cause of the alarm nor would they send a technician to check. We finally paid our way out and went with Pinnacle which has two way communication and confirmed breakin so it is a priority 1 call with every police department. Something Brinks STILL does not offer! Pinnacle also has infared sensors so no wiring and a cellular backup. Brinks told us we’d we back. Only in a bad dream.
All around bad
Broadview is a horrible company. Service sucks, our alarm went off and, according to neighbors the cops didn’t show up for about 30 minutes (not entirely Broadview’s fault I understand)! We could have been dead and cleared out by then! Now our keypad is beeping and these people want us to pay 90 dollars to address the beeping. Save your money, don’t make the same mistake we did, get an unmonitored alarm system! BTW, just ignore Broadview’s marketing team that visits this site often apparently.
ADT takeover was awful
I have been using Brinks/Broadview for the 4+ years and they have been wonderful. The best part is that when your alarm goes off they actually call you, not like the former security system I used – ADT did not call when the alarm went off, did not send police, the money we paid for monitoring was total useless…and now here I am locked into a 3 year contract with a company I have refused to use (because of ADT’s purchase of Broadview); even when they quoted lower prices than any other security system and spend more on marketing. I have 2 1/2 years to go on my Broadview contract and I will be counting the days.
System did nothing to help
We’ve had Broadview/Brinks for the last seven years, since 2003.
We had a break-in at our home. Calls were made to my cell phone, but no message left, a message left with my husband on his phone and a message left with our emergency contact on their phone. Subsequently the alarm when off for three hours! You would think that without reaching an actual person and the alarm continuing to go off, more extreme efforts would be made to speak with an actual person. Fortunately, a concerned neighbor saw the thieves leave our home and called the police, who apprehended them. Notice, that I didn’t write that our neighbors noticed the alarm, hmmmm, makes you wonder what you are paying for.
I was told the due to a city ordinance the police could not be called and since we hadn’t signed up for the guard package when it was offered for years ago, no one was notified to respond to the burglary that was taking place at our home. So, I’ve pretty much been paying for a special affect for the last seven years.
Personally, for what I’ve been paying I could have bought two dogs and had the save result: load noise and no one calling for help. At least a few dogs could have pursued the intruders!
I am not employed by a competing company, but an extremely pissed customer of seven years that has an eight year-old daughter that is scared in her on home now.
Very happy with services
In May 2009 I looked into getting an alarm system for my home after being sued by a (semi) violent neighbor and receiving threatening calls. I stumbled upon an offer with All Connect to receive an alarm system directly from Broadview (then Brinks), for free. The system included:
3 door sensors
1 motion detector
Control panel with backup battery
One yard sign and 4 window decals
And two free pieces of equipment, for 31.99 a month and a 3 year contract.
I clicked the contact button and entered my information, and received a call from Brinks within three days. I inquired about my options with the security system and free equipment and made the decision to accept the offer, with a carbon monoxide detector ($1 extra/month), smoke detector ($2 extra/month) and substituted the motion detector for a glass break detector. The only thing I paid for at the time of installation was a $25 activation fee, 1st month of service (39.00) and a $25 alarm permit. On June 8th the installer arrived, right on time and we did a “walk through” of my house, we determined that the system was sufficient to my needs and the install took about 7 hours. The installation was a breeze.
After the installation, I went through the paperwork with the installer and decided to purchase the extended warranty, this brought my monthly cost to 39.99 a month. For all of the services I received, I am very happy with the rate I am paying, and am very happy with the very high quality installation I received from Broadview’s Corporate-Denver Branch. I don’t understand how so many reviews on this site are negative towards Broadview, as I have not yet had a problem. I am also very happy with the credits I received for referring a family member ($50 credit), and the fact that my alarm system isn’t costing me anything, as the system costs 479.99/year and I am saving 482.00 per year with my homeowners insurance.
I hope that this high standard of service will be continued as Broadview is recognized as ADT in the coming months. Also, I am very happy with the response time, they have called within 10-15 seconds and have always been very professional.
Customer support doesn’t exist
Worst company I’ve dealt with in a long time. Customer service is rude and unreasonable. They will not provide documentation of events without a court order. When asked why I was told that is their policy. When I asked for a hard copy of this policy, I was told they would not provide it. They even tried to tell me it wasn’t written down. When challenged about that they just said that’s their company policy and they don’t share company policy with customers!!! I asked to speak to someone higher up and I was told I couldn’t speak to anyone else. When I persisted, and it took a long time, I was finally given another name, but told he was unavailable. This company is an incorported scam. My next step is the federal monitoring bureau.
They are a rip off company
A sales rep came to my house to give my husband and I the breakdown for services. He informed us that if we go with the premier package this included 24 hour monitoring and security response. But what he failed to mention was it was 40.00 EVERY time the unarmed guard came out. So alarm went off due to their inability to install properly on 3 occassions. I was not home, they did not contact me but they sent a guard out. Checked the mail and it was a paper in the mailbox. I contacted Broadview and informed them that the sales rep never said that I had to pay for the guard to come out and they said well ma’am there is not much we can do. He assured my husband and I we weren’t locked into a contract low and behold were in a 3 year contract with these idiots. I have nothing good to say about them. I don’t mind paying my bills when you are honest and upfront with me in the beginning. I tried to cancel the contract but was told I would still pay the monthly fee for the remainder of the 3 years. They are a rip off and I can’t wait for me to get out this contracted. If I didn’t love my credit score I would tell them to kiss where the sun don’t shine and hang up the phone.
Don’t go with Broadview
Had Brinks install system three years ago. Wires were installed over carpet tac strips. (Needless to say tacs punctured wire) Speaker was installed so closet door hits speaker. Carpet was not put back down against wall. Tried three times to talk with rep. No one ever called. When I canceled after the end of contract Broadview disabled system so I can’t use it unmonitored. Apparently they retain ownership of equipment. Think twice before going with Broadview.
Couldn’t be worse
Awful! Completely awful!
My control panel stopped receiving power and my backup battery died. I called Broadview on a Sunday night to schedule an appointment for someone to come and fix it – I was told that they couldn’t pull up any appointments at that time, but that someone would call me back on Monday. No one called. I finally called at 8:30pm on Monday and was told that the earliest appointment was two months away. I demanded an earlier appointment and was told that it would have to be an emergency appointment and that I would be responsible for the $90 service fee, even if the equipment failure was Broadview’s fault. I corrected the customer service rep and reminded him that I pay the $5 per month insurance in case something like this happens, so it should be covere. He said no – the insurance covers the service fee if the failure is Broadview’s fault. If the failure is my fault, I am responsible for the fee. So basically, since I got the system over three years ago, I’ve been paying $5 per month insurance to cover repairs in case something happens and it’s Broadview’s fault. If it’s my fault, I have to pay reguardless.
Well, a full week later, I called back to check on the status of my repair appointment and the customer service rep said, “oh, the technician hasn’t called you back yet?” REALLY Broadview!?!?!??! Do you not have this in your records? Has no one at Broadview been on top of this? Does no one at Broadview care that my house has been unprotected for a week and could possibly be unprotected for two months?!?! I asked for the direct number to the technician so that I could contact them myself and they refuse to give me a number, saying that the appointments had to go through them. I don’t understand why it’s so difficult to schedule an appointment for someone to come and fix my broken alarm. And I don’t understand why Broadview doesn’t see the urgency of the matter.
So now, it’s another waiting game… wonder if they’ll finally call back tomorrow? When/If my alarm systems gets fixed, I am cancelling my service and switching to another company.
Company is a rip off
My parents had Brinks (now Broadview). They are in their late 80’s, my Mother had severe Alzheimers and my dad suffers from it as well, both have physical difficulties, my dad had a stroke and has aphasia (difficulty speaking). Anyhow, my mother started to press buttons on the alarm recently, setting it off. We knew the code to shut off the alarm but apparently not the phone password and police were sent. Afterwards, the alarm would continue to beep very loudly every 30 seconds. Broadview REFUSED to send out a service person because no one knew the phone code!!! Now they won’t turn it off either. Just seriously plain really BAD customer service (they were rude on top of it all) and their way of taking our money.
Getting a new provider
My Broadview alarm system developed a bad sensor which kept setting off the alarm. When Broadview was contacted by me to schedule a repair, they said it could only be repaired on a Thursday in my area. So, I was left unprotected for 5 days until it could be repaired. If they could not provide adequate security to my area, including repairs, all the time, why did they install the system in the first place? Why?-for the $$. Broadview is the worst and when my contract is up in a few months, I am going to seek another security provider.
Finally, after weeks of being unprotected by the faulty sensor, it was replaced. My opinion still stands: the sensor should have been replaced immediately instead of allowing my home to go unprotected for so long. I guarantee if one of the executives at Broadview had a bad sensor, it would have been replaced immediately so their multi-million dollar estate would have been fully protected at all times.
Customer service is garbage
My prior home owner had system installed with lot of options. When re-activating it Brinks said I will need to replace few things & gave $300+ quote. I paid & got the system re-installed. Security system works very well. Had 2 mishaps since and both the time I got call from brinks within 2 minutes. Only problem is with customer service dept. At the time of activating it tech guy said we need to get basement barrier bar replaced & included $80 in our work order. But since he did not have the part with him he said call brinks & get it installed later.
After week we called & new tech guy came with all the parts BUT realized that existing bar is just loose & fixed the same. But Brinks has not removed $80 from my bill is asking me to pay it. For last 2 bills that charge is showing up. I tried calling 3 times and every time for some reason they are dodging this issue. I even spoke to Manager on Duty and have his extension and emp id. But no use. Today I have written them an email & waiting for the answer. Will post the reply as soon as I get it.
The issue has been resolved, with help of sales person & 3 follow-ups.
Extremely poor company
I don’t even know where to start. A Broadview representative left my husbands and my social security number and credit card number and all of our information on our front porch in a folder. They did not tell us about the 3 year contract and the $1644 fee involved if the contract for the 3 years was not kept. I canceled the installation appointment and then they proceeded to charge our credit card for the monthly fee and the installation fee even though we never received any of the services. I would not recommend this company as they are quite deceptive and unhelpful when attempting to get issues resolved.
Didn’t verify to shut off alarm
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?
You do not own the system
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.
Very satisfied with treatment
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.
Avoid Brinks and Broadview
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.
It has not been resolved. That is their business model…. screw the customer. I have had no communications from them, other then a form letter wanting me to reinstate my service.
Do not go with Broadview
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 $360 for the ability to have them come service our system at no charge, which ultimately counts for nothing. Also at the time we signed the contract we were told it was for 3 years. As it turns out once your 3 years are up they sign you automatically to a year to year contract and will not let you out of it. Broadview Security will not back up it’s systems. We switched to ADT. During the install ADT discovered that several windows in our home that were supposed to have been alarmed had never been set up and were not secure. Beware of Broadview Security!!! I am an agent for the countries 5th largest homeowner and auto insurer and I will tell all of my clients to NOT do business with Broadview as well as all of my family, neighbors and friends.
Searching for new provider
I am so disappointed in this service. I installed an alarm for both my property and my rental property, signing a 3 year contract. I just recently switched phone providers and my alarm system is now no longer working. When I called Brinks to ask if they could come around to take a look, I was told I would be charged 90$ / 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.
Very poor customer service
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.
System never worked right
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.