Keypad just broke
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
Broadview is awful
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.
Company refuses to send refund
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.
Avoid their poor customer service
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.
After many phone calls, we were finally able to have our contract honored and the non-working components replaced. While we continue to use Broadview, I still caution others against it. The amount of effort it took to receive the service we paid for far exceeded what we consider reasonable. We just did not want to have to go through having our entire system replaced in order to change to another company – especially after having invested so much time and money in Broadview.
Classic bait and switch
I feel that Broadview Security did a bait and switch operation on me.
I needed an upgrade to my security system. They said that they would send a technician out to do a walk through and the charge would be $140. BUT if I had the work done, they would only charge me for the equipment, not the $140. labor. I had the upgrade done on 11/12/09 and I paid $370. for the equipment. While the technician was here I happened to call Broadview for clarification on something, and was told that if I signed another 2 year agreement with Broadview I wouldn’t have to pay any labor charge.
So I signed another 3 year agreement. Then I got a bill for $140. They won’t budge insisting I owe the $140. I have been told several stories about why I owe the $140. First they said the equipment costs more than I was quoted, then they said that it is standard policy for the customer to sign another 2 year agreement in order to get the upgrades I wanted and then they said the equipment charges were higher than they originally quoted, i.e, the quoted price was the discounted price. This makes no sense to me.
Talking to customer service did no good. I reported them to the Dept of Consumer Affairs. And I am writing to the CEO. I’ll contact the local branch to see if they can help me but I doubt it because billing is handled out of the corporate office.
I sent a letter to the Department of Consumer Affairs and to the CEO of Brink’s/Broadview. The issue was resolved by Brink’s/Broadview giving us a credit for $140. The Brink’s/Broadview representative who called us would give
no explanation about why we were charged an extra $140. His only comments were that Brink’s/Broadview would ‘make this go away’ by giving us a credit of $140. The Department of Consumer Affairs was very prompt in contacting Brink’s/Broadview and asked them to remove the charges. Brink’s/Broadview didn’t remove the charges but by giving us the credit on our account, the effect was the same – we didn’t have to pay. That there was no explanation about why the charges were made in the first place still irks me. I’m happy for not having to pay an extra $140, though.
Very happy with service
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.
System is no good
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.
Do not use Broadview
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.
Company is just awful
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?
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.
System is terrible
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.
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.
Read the actual contracts
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.
They should help more on training
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.
Overall, content here
Originally purchased alarm system from Brink’s.
We sold home and because we signed 3 year contract, had to have alarm system transfered to new home. However, old home’s now disconnected system is constantly beeping. At our new home, tech came out and took 8 hours to install system. Did not understand why it took so long since there was a system and panel already installed in the home.
We had a few false alarms at old home and I had called Brinks to find out why no one ever called us. Test was done over the phone. There was no problem with the system and rep apologized, although falling short of admitting someone at Brinks was not doing their job. Now at our new home, alarm was set off accidentally and we again received no call. I called Broadview and the rep did a test and informed me that something was wrong with system and we would be charged for service call if tech had to come to our home since we did not purchase a service plan. (Having worked for an alarm company, I know first hand that these extended service plans are just a way for companies to make more money off their customers and refuse to purchase any type of service plan from anyone). When I explained that this system had just been installed and I did not feel I should have to pay for something wrong with their system, she stated I should have been testing system and I should have purchased plan.
When I asked to speak to a manager, she stated they would only tell me the same thing she did and to read our contract! As far as I am concerned, this company is just out to make a buck and could care less about the safety of its customers. This is why they do not tell their customers that if someone were to cut phone lines or if power goes out, your system will not work! (Note from admin: All alarm systems come with a back up battery and will operate for a limited time in the event of a power failure) Furthermore, company will not even know your system has been disabled! How many people out there have exposed lines?
Broadview is not a company I would recommend to anyone who is looking for a monitored home security system unless you are prepared to live with a false sense of security. We are now looking forward to the day our contract expires but can’t help but wonder if the constant beeping we heard at our old home is something we are going to hear once this contract is up. We have no doubt this is a ploy Broadview puts in their system to make its customers have to renew contract or pay more money to disable. We will now depend on and trust our neighbors, neighborhood watch program, and local police dept. to look out for our safety and the safety of our home.
Not long after I wrote this, a sensor installed on one of our sliding doors fell off and triggered a false alarm. It had been put on door with glue by “Senior Technician!” My husband screwed it on properly as the Tech should have done in the first place. I have to admit that since I wrote this letter, we have had several false alarms and Broadview has been very professional and quick with their responses. Am I satisfied with their services? Absolutely!
Not sure if my letter had anything to do with the positive change in their customer service, nevertheless, I am satisfied with them and do feel more safe and secure having their system in my home.
Cancelled with Brinks
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!!!!
Useless after a year
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!
Don’t go with them
I had home alarm service with Brinks for 3 years and one month when I was laid off due to the economic downturn.
When I called Brinks to cancel or postpone my service I was told I would have to pay for the remainder of the year. The original 3 year contract has an automatic rollover clause and as it was explained to me you must cancel your contract in writing. After lengthy discussions with the customer service representative, I asked to speak with a manager to try to get someone with a little more authority, who turned out to be a voice mailbox. I left an explanation of my situation and asked for a call back. I never heard anything back.
I did begin receiving invoices for $330, the cost of the remaining months on my rolled over contract. Three months later when I got another job, I called Brinks to re-connect my service and was told I would have to pay $90 for the last three months, plus late fees, plus a $75 re-connect fee. After more discussion with the customer service rep, I asked to speak with the Customer Service Manager. Again, I was politely transferred to the manager, who turned out to be another voice mailbox. Once again I left a message and asked for a return call and once again I never heard anything from Brinks.
The next thing I know I received a notice from a collection company with threats of reporting me to the credit agencies for non-payment. I don’t understand why they would treat a loyal customer of three year the way they did.
Don’t go with Brinks/Broadview, based on my experience, their customer service is lousy.
Following a recent rise in home invasion burglaries in our area, I decided it was time to add a security system. I did a lot of research before choosing Broadview/Brinks for my home in Orange County, California. There were far too many poor reviews of ADT that I read. Honeywell, or their new identity had poor reviews too. So it came down to choosing between an independent that sold GE equipment or Broadview. Nearly 100% of the poor reviews of Brinks/Broadview involved independent dealers.
The independent dealer for GE Security that made the sales call to our house was nice, but not very enthusiastic. I got their quote and was ready to sign on, but wanted to have one other quote for comparison. The Broadview sales person that came to our house was a real nice young man who was very enthusiastic. He was able to price out our system while at the house rather than sending a quote after. The cost of ownership for 3 years was nearly the same, so I went with Broadview. What sold us was the idea of having professionals in the monitor/call centers that we know are trained, vs who knows who in the local offices. We could not be more pleased.
Two people came at 7 AM for installation. The last one left at 7:30 PM. They did a beautiful job. My house was built in 1961, and still only one window has an exposed wire and contact. The rest are totally flush. They were polite, and vacuumed behind themselves as they completed each area. They stayed until the system was tested and we had a good understanding of how to use it.
The following day, we noticed that although the alarm worked fine, and our DSL line for our computers worked fine, our home phones were not working. I called the 800 number on a Saturday and got a very pleasant and professional service rep. She put me on hold for a few minutes and said that someone would be coming by in 1-2 hours. They arrived on time and stayed 2 hours until they found the wiring problem. The rep would not leave until we tested our phones, computer, and alarm all at the same time.
Although on the pricier end, I would highly recommend Broadview/Brinks to any consumer who will be serviced and installed by Broadview’s own people.
Broadview is a good company
I was reading some of the complaints and disgust about Broadview Security. Well there is not a prefect company out there, but when you need service and professionalism you can count on Broadview.
There is only really one other company in the industry with a large base is ADT. But, there are loopholes in their agreement. Now, who is responsible to read your agreement if you were to purchase something for your protection. When I had a representative come to my residence we both sat down and read the agreement front and back. So, is it the company’s fault because some of y’all did not read the back of the agreement? All companies have fine print. When you bought your car or cell phone did you read the fine print? Unfortunately, it is probably some of the customer’s fault for not reading and questioning the agreement.
I have had my service for several years now, and not once have I had a problem. Security companies are a business they provide for us not just because you feel as though they owe you something. If you want protection for your home get it… if not get bars for your windows and doors.
I don’t understand the problem if it’s ADT, Broadview or some small company. They all have the same agreement somewhat, but it the service you really should look at. I researched a lot of companies and found out a lot of them are subsidiary companies, except a few and Broadview is privately owned.
People you have to do research if you don’t know… that’s why they have BBB.com. If you don’t do research how will you know?