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With 24/7 emergency lines, extended operation hours, and multiple locations, ADT has the best customer service when you need it.
Updated September 30, 2024
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One of the biggest mistakes I’ve seen security system shoppers make is buying without checking the company’s customer service. But you should. I can’t tell you how frustrating it is to wake up at midnight to a blaring alarm because a motion sensor failed, and then having to wait until morning to talk to tech support. I’ve been in that scenario and had to sleep with one eye open because there’s no other fix but to disarm my system.
Customer service is one of the many factors we consider when recommending security systems. It doesn’t bear as much weight as equipment and monitoring quality, but we only recommend security systems from brands with good customer service. In my most recent test, ADT topped the list for its top-of-the-line equipment and monitoring and my pleasant customer support interaction. Vivint, SimpliSafe, and Frontpoint were also frontrunners. Let’s see if they’re a good match for you.
Our trustworthy and unbiased recommendations come from testing home security systems ourselves. We buy the equipment with our money, install them in our homes, and test them for weeks and sometimes months. It helps us get a feel for what it’s like to live with the security system and assess the response times, apps, and features. We then use these experiences to guide our reviews and recommendations.
Many factors impact testing home security systems, but we find ways to make like-for-like comparisons. We begin by testing all the equipment in the same house – a two-story, 2,200-square-foot home owned by one of our security experts. Using a real house instead of a lab means we can simulate real-life scenarios and offer better recommendations.
We also buy the same equipment for every security system and install them in identical locations around the house. You can view our typical testing setup below.
There are several factors to consider when recommending home security systems. We used our knowledge and experience in the industry to narrow down the most important ones for security systems with great customer service.
Using these criteria, here is how we scored our top five picks:
Rating the Best Security Systems with Great Customer Service
We exclusively review safety and security equipment. We’re not like those other review sites that cover everything from pizza ovens to wheelbarrows. Our team is trained to thoroughly assess security systems and give honest and insightful recommendations. The experts who worked on this review were:
Our team has over 75 years of combined experience, making us the most accomplished home security team on the internet. Since SafeHome.org started in 2016, our work has been featured in multiple major outlets, including The New York Times and The Washington Post. As a team, we have achieved:
Every recommendation is based on first-hand product experience and a deep understanding of the security industry. Now, let's take a closer look at our favorite picks.
Frontpoint Door Sensor
ADT is one of the best security systems out there. It has high-quality equipment and a reliable monitoring network that consists of 12 monitoring facilities. It even has one of the fastest response times on the market.
But beyond speed, I applauded my interaction with ADT’s responding agents during my last ADT review. They had a sense of urgency, but they were also calm, respectful and understanding. I forgot my safe code and the agent was nice enough to give me a few seconds to look through my phone. But at the same time, she was firm that she’d call the police if I’m unable to provide my safe code on time. That well-handled call had prompted me to name ADT the system with the best monitoring service.
Arming my ADT System
How about ADT’s actual customer service? Well, it was good overall, but not perfect. When I called the day after my installation to inform them that the technician forgot to take down my old ADT equipment (pictured below), I was told that’s standard procedure in a nonchalant, almost robotic tone. But when I called a couple of days earlier to ask about the Google Nest Cam’s features, the guy on the phone was able to give me a solid rundown of the features and how I’d use them.
Here’s the old ADT control panel the technician left installed on my wall.
It’s also worth noting that ADT has modernized its customer support channels. In addition to phone and email support, I’ve been able to reach ADT via live chat. The wait time averaged between two and five minutes, except past midnight to 7 a.m. EST when live agents are not available.
Pro Tip: Due to the live chat’s limited availability, it’s usually better to call. I’ve been able to contact ADT’s phone support anytime, even at 1 a.m. They’re available 24/7.
If you’re considering picking up an ADT system, two of the things you’ll notice pretty much immediately are that the prices are a little high and that you’re going to have to sign a long-term contract to use the service — at least 36 months.
If you don’t mind the contract and paying a bit of a premium, ADT offers three tiers of service. I have more on this in my guide to ADT’s prices, but here’s a quick breakdown: You’ll pay $29.99 per month for security monitoring only, $34.99 if you add in smart home features (i.e. ADT home automation), and $44.99 if you also have cameras. I think those prices are fair, considering that Frontpoint charges everyone $49 per month while Vivint’s prices scales with how many cameras you have.
Testing Out ADT’s Motion Sensor
Pro Tip: Watch out for discounts, too! I’ve seen a lot of deals from ADT, from free security cameras to discounted package prices. So while ADT is a little on the pricey side, there are always ways to save.
| Equipment cost | Packages starting at $269 |
|---|---|
| Monitoring options | Professional |
| Monitoring cost | Starting at $29.99 per month |
| Contract length | Starting at 36 months |
| Installation options | Professional or DIY |
| Smart platform integration | Alexa and Google Home |
One of my favorite things about my Vivint system is its customizability. I’m able to create home automations tailored to my everyday routine. For example, I have my Vivint Outdoor Camera Pro chime a soft alarm when someone has been in my front yard for at least two minutes, and a more serious-sounding siren if they stay for more than 5 minutes. That level of customizability makes Vivint an easy pick for our list of the best smart home security systems.
But as you can probably guess, customizing Vivint isn’t easy. That’s why I’m thankful that it offers professional installation. The installer, Don, went above and beyond and asked if I want my system set up a certain way. No more than five minutes later, the outdoor camera automation I wanted was set up.
Vivint is a bit of an odd duck. The equipment is modern, but the overall process of setting it up is very traditional. I needed to call for a quote and speak with a sales rep. But that’s all part of Vivint’s top-notch installation service. Unlike Frontpoint which you can buy online and set up yourself, Vivint wants to make sure every system is tailored to the user’s house setup and security needs.You can read all about my installation experience in my Vivint review.
Here’s Don, the Vivint technician, ready to set up my smart home security system.
As for after-sales service, Vivint’s live chat support gave me all the answers I needed about my Vivint contract. It was easy to access via my account portal and the answers my agent provided were direct-to-the-point. I liked that. If you prefer a more personal touch, though, a phone support line is also available.
The biggest factor I considered before choosing Vivint was the cost. It wasn’t cheap, especially equipment like cameras and smart home devices. Vivint also wasn’t super expensive, but it falls within the higher end of the price spectrum.
Here’s my entire Vivint system that cost over $1,200.
To give you an idea, I went for a mid-tier package that includes the Vivint video doorbell. It cost me $849.99, which I’m paying off on a monthly basis – $15 per month for 60 months. I also added the outdoor camera that brought my equipment total to over $1,200. That’s on top of the monitoring fee that starts at $39 per month. For comparison, I paid SimpliSafe $450 for a similar package and $29.99 per month for the top-tier monitoring service.
Pro Tip: Equipment financing will lock you into a contract – four to five years depending on your financing term. A one-time installation fee will also be due on installation day. Vivint is not cheap, so try to look for available Vivint discounts before calling in for a quote.
| Monitoring Options | Professional only |
|---|---|
| Installation | Professional |
| Smart Platform Integration | Alexa and Google Home |
| Equipment Cost | From $599.99 |
| Monthly Monitoring Cost | From $40 |
| Contract Length | 48 to 60 months |
What started out as a top security system for renters has since expanded into basically every security market out there thanks to SimpliSafe’s commitment to high-quality equipment, easy DIY setups, cutting-edge security technology, and affordability.
When I last tested SimpliSafe, it had just unveiled its Fast Protect Monitoring and its Smart Alarm indoor camera, which I thought really took its service to the next level. When I set off some false alarms, a SimpliSafe agent immediately had access to the live feed from my camera. They were also able to speak through the camera to check on me. Now that’s impressive customer service right there.
I had a bit of a problem with my keypad when I was setting it up. I got a little impatient and tried to set things up out of order. Totally my mistake, but I did have to call SimpliSafe to help me reset things and start over. The representative on the phone was helpful and walked me through the process pretty quickly. I did have to wait on hold for just a bit, but that’s totally understandable. At least I wasn’t passed around to three different departments before getting answers like I always am with my bank.
Here’s the SimpliSafe base station once I was finally able to set it up correctly.
One fault of SimpliSafe I can point out is that, similar to Frontpoint, it engages in some pushy digital sales tactics. SimpliSafe’s packages and equipment are always on sale, but there’s always a banner at the top of the site that says “Ends soon!” Don’t worry — in all the years I’ve been covering SimpliSafe, I’ve never seen them not offer some sort of discount.
Pro Tip: The discounts vary, though. The minimum I’ve seen is 20-percent, while the biggest is 65-percent. I just thought that would help you decide when to pull the trigger.
SimpliSafe is one of the best DIY security systems out there, and when you hear DIY, you should always think about savings. SimpliSafe offers several different options when it comes to security packages. SimpliSafe pricing varies because of its frequent discounts, but the retail price of packages starts at around $250. From there, you can customize your system with additional components.
This SimpliSafe system costs $450, and that’s before discounts.
I also like that SimpliSafe doesn’t force you to pay for monitoring, unlike my two previous picks. It works as a good self-monitored alarm. And even if you decide to pay for professional monitoring, SimpliSafe won’t lock you into a contract. Just pay the $19.99 to $29.99 monthly fee for as long as you want the service, but you can stop anytime. That’s another way SimpliSafe gives its customers flexibility.
| Monitoring options | Professional and DIY |
|---|---|
| Installation | Professional and DIY |
| Smart platform integration | Alexa and Google Home |
| Equipment Cost | Packages starting at $249.96 |
| Monthly Monitoring Cost | From $9.99 |
| Contract Length | Monthly |
Frontpoint ranks as one of the best wireless security systems. It’s DIY too, just like SimpliSafe. But as I’ll explain later, Frontpoint is my DIY pick for this list because of the technical knowledge of its customer support. Installing a security system is easy for the most part, but when things get hard, it’s nice to know you can contact support to help you troubleshoot your equipment. You can read more about my experience with this system in my Frontpoint review.
I love that Frontpoint’s operators are available late into the night. As part of my testing, I was trying to set the system up and wasn’t able to get the hub to stay connected to my Wi-Fi network. It conked out for the third time around 10 p.m., so I wasn’t confident Frontpoint would pick up the phone. I gave it a shot anyway; to my surprise, a representative was available to talk me through the troubleshooting options. We were able to work through the problem in 15 minutes, and I didn’t have any more hiccups.
The Frontpoint Hub after I finally got it to stay connected.
Now, on the flip side, one thing I don’t like is that Frontpoint inflates its “regular” prices on its website and always has a “sale” going on that’s always “ending soon.” To me, that’s a high-pressure marketing tactic meant to trick folks into buying a system. It’s not a huge deal, but it did cost them a couple points.
As a DIY system, Frontpoint offers several equipment packages as well as an option to build out your own. I have more information in my guide to Frontpoint’s prices, but the most interesting thing is that you can buy an entire Frontpoint system for $79. There’s no trick either; you’ll get a hub, a keypad, and two entryway sensors for just that price. Of course, if you need more than those pieces, you’re always free to add as many peripherals as you want.
This Frontpoint system cost me a grand total of $174.
The downside is that the monitoring subscription doesn’t give you as much flexibility. To monitor that $79 package, you’ll pay $49 per month. That’s the universal pricing for all Frontpoint systems. So if I were you, I’d take advantage of the low equipment cost and build a really comprehensive Frontpoint system. That way, you’d get the most out of your $49 monthly fee.
Pro Tip: Another way to get good value for your money? Get Frontpoint security cameras. The cost for 30 days of cloud video storage is included in the monthly fee, whether you need it or not.
| Equipment cost | Packages starting at $79 |
|---|---|
| Monitoring options | Professional |
| Monitoring cost | Starting at $49 per month |
| Contract lengths | Monthly or 36 months |
| Installation options | DIY |
| Smart platform integrations | Google Home, Alexa, and Siri |
Alder has one of the fastest monitoring response times in the security industry. They claimed at one time, it was under four seconds, but when we reviewed the system, it was closer to 30 seconds.
While we had good experiences with the customer support team, others haven’t. Some were hung up on during calls, and a few customers claimed they were provided incorrect information. Every time we spoke to them, we got the help we needed. But that’s not enough for us to include it with our other top picks.
No matter how you slice it, a home security system is a pretty big long-term investment. You’ll likely be using the service and equipment for years. As such, you shouldn’t view the company you go with as a “provider”; you should view it as a partner.
And you want that partner to respect you. You want it to treat you well, and you want it to make things right if anything goes wrong. That’s where customer service comes in. If a security provider does not take customer service seriously, it’s going to let you down when you need it the most.
Our Ring Alarm keypad has a direct line to the monitoring center for security, fire, and medical emergencies.
A company’s customer service is also indicative of how much they care about their users, especially in times of emergencies. And the role security systems play in those times is pretty big, as our home security statistics show. For example:
It’s difficult to understand why any company would want to provide poor customer service, but there are a lot of reasons why it might be a little lackluster. Some of these include:
Customer service isn’t just about short wait times and not being bounced around from operator to operator when you’re trying to get a billing dispute resolved. There are other factors to consider in determining whether or not a security provider is offering comprehensive, high-quality customer service. Here are some categories and a few questions you might ask:
I know there is a lot to consider when you’re shopping for a home security system, but keeping these questions in mind will help you pick a provider that values your business and will likely save you some headaches down the road.
Pro Tip: Before signing a contract, make sure to ask about the company’s refund policy or money-back guarantee. That could give you a way out if the security system doesn’t work as well as you expected.
Alright, we’ve been talking about customer service for quite some time. But as I said earlier, it’s not the main factor that should affect your decision-making. Instead, you should look for a good security system that can protect your home from crooks and burglars, and then check if that system comes from a company with good customer service. That’s how we came up with the list above.
Here’s ADT, one of the best security systems I’ve tested.
So how do you find a good security system?
Choosing a security system is a difficult decision. There are many factors to consider. But if you go with a company that has good customer service, you are far less likely to regret your decision down the line. Bad customer service can break your confidence and trust in your alarm provider, while the opposite – good customer service – will give you valuable peace of mind.
No. Most technical support is offered only during business hours, save for a few outliers like Frontpoint. Emergency response, on the other hand, is always around the clock.
The best way to learn about how a company treats its customers is to check out review sites like ours and consumer sites like the Better Business Bureau. Take any customer reviews you read with a grain of salt. They are almost always unverified, and very few people go online to share their positive experiences.
Pushy sales tactics, unreasonable contracts, and apathetic employees are all red flags that you’re dealing with a company that will ultimately provide poor customer service.
The two main benefits are that it will be able to help you quickly troubleshoot any technical issue you’re experiencing and resolve any billing disputes that might come up. You’d be surprised how often that happens and how big a difference it makes when dealing with a company that values its customers’ satisfaction.
The best thing to do is contact the company directly. Most of the time, it will have a “Contact us” tab on its website that will provide a support ticket to fill out or a phone number to call.
Many home security companies require a contract — and the contract length and terms matter. Unfortunately, some companies get away with highway robbery. But the home security companies that deliver great customer service also tend to offer reasonable contracts. Some customer-friendly policies even allow you to break a contract if your housing changes or other unforeseen circumstances arise.
Ever been told to “please hold,” only to sit around twiddling your thumbs? We’ve all been there. Thankfully, the home security companies with the best customer service all promise short wait times. Calls are answered in a matter of seconds, emergencies are dealt with fast and efficiently, and everyone goes home happy. That’s the value of short wait times and superb customer service.
There’s 24/7 monitoring. And then there’s 24/7 monitoring backed by friendly and professional emergency personnel. There’s a big difference. The security companies with the best customer service really stand out in this category. Alerts are processed in seconds, emergency responders are dispatched if needed, and there’s a comforting voice to talk you through your emergency.
Whether it’s an entryway sensor malfunction or a security camera that just won’t record, repairs are sometimes necessary. That’s where great customer service becomes key. Choose a home security company with a track record of quick and painless repairs. Technicians should be highly trained, professional, and always on time. Get this sorted upfront, as it will pay dividends over the years.
Mobile access is another must-have feature. The best customer-friendly security solutions come with a companion app. Simply log in to access, monitor, and control your home security system from your smartphone or other device. Look for a company and mobile app that allows you to interact with customer service agents and emergency operators should the need arise. Mobile access — don’t go without it!
Entry sensors are a standard feature of home security systems. These magnetic sensors are mounted to door frames, windows, and other points of entry. When one of these sensors is tripped, it immediately sounds an alarm and sends an alert. Your home security package will come with a set number of sensors, but you can always purchase more. It’s time to secure the perimeter.
These impressive little bundles of technology monitor for movement within your home. Mount them in extra-sensitive areas for an added layer of home protection. When a motion detector senses movement, it sounds an alarm and triggers an alert. Companies with excellent customer service also tend to sell excellent motion detectors — including the kind that can distinguish between pets and people.
Many home security companies offer high-quality indoor and/or outdoor security cameras. We’re talking high-resolution, feature-rich cameras that can record the smallest details. But the question to ask is this: Does the caliber of customer service match the performance of the camera? You never know when you’ll need to interact with the company’s employees.
The best home security providers care about securing your home, inside and out. That’s why the top companies now offer environmental monitoring in their suite of features. This particular feature monitors for potentially life-threatening hazards such as excessive smoke, heat, carbon monoxide, and water leaks. Look for environmental protection and quality customer service to back it up.
Home automation is a future-forward home security option. It allows you to control your lights, door locks, heating and cooling, and other home features via a mobile app. Look for a company with stellar customer service and home automation support. Your neighbors are sure to turn green with envy the next time they come around. That’s the power of home automation.
