Security systems in Brooklyn

I have had an ADT security system for 10 years. I am very dissatisfied with their customer service. Interminable waits on hold, reps who don’t know how to help, etc.
What security systems and monitoring companies have people had better experiences with? It is a single-family residences. Is using Google/Nest cameras/detectors and thermostats compatible with any monitoring companies? Thank you

greenbanc

in General Discussion 2 years ago

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justinromeu26 | 2 years ago

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We had afa at a building. No problems that i recall.

dorkofwindsor | 2 years ago

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Google discontinued nest secure and will stop supporting completely in April 2024 i believe. You will have to ask various alarm companies what they use, but presumably you should be asking if you can use your existing adt sensors. I am using Metro Response right now and am happy, but they stalled the old school sensors. You need reliability. I would never consider automatic fdny service. You can also see if AFA Alarm will still do residential, they do a lot of businesses and are solid as well.

justinromeu26 | 2 years ago

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so i am not sure if this is possible with residential products but to expand on what archifina has suggested, in commercial, different monitoring stations can monitor different manufacturer’s equipment because they all worked through what i thought of as a “dialer”. i am not sure that is the correct term (other than going off line to test stations and smokes or hold fire drills, we did not touch this stuff). this meant we could have a Simplex system on one side of the building and a Siemens system (this is true, a tenant installed siemens) on the other side and they both fed into this “dialer” and that communicated through it to the central monitoring station. so whatever language each system spoke, the “dialer” could interpret it and send a signal. when the signals got sent to the station, they could understand them.

what all this meant was, we owned the equipment and if we wanted to change central station companies, we could do that with ease. i a m not sure how that would work in residential and i suppose ADT owns a lot of this equipment (by the way, in the building where we had ADT, they did not own the equipment, it was ours).

Archiefina | 2 years ago

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No problem! Re: Alarms R Us, I believe it’s their equipment but am not sure. While not compatible with Google/Nest, they use the TC app so you can handle everything remotely. We went with our architect’s recommendation and have been 100% satisfied, whereas friends have had issues with the more common names (like ADT). That said, we did not price it out, so maybe that’s a factor to consider.

greenbanc | 2 years ago

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@Archiefina Thank you for the information: Alarms R Us install their own equipment? I was looking at installing Comelit equipment, I wonder if it’s compatible with their monitoring?

@umanish You are right, they call the FDNY before they attempt to reach the homeowner, and this can result in multiple false alarms. Moreover, we received recall notices on their fire alarms (but ADT never showed up for the appointments to replace them). On the other hand, if you put the system on test mode all the time, what’s the point of monitoring? What are the alternatives in Brooklyn to ADT?

@HomeInspector You may be right that ADT provides better service for commercial than for residential customers. I assume it’s because they can charge more for the services, and ADT is a company in financial distress.

justinromeu26 | 2 years ago

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i have been watching this thread and I am not sure what to say. i have taken care of three buildings that had central station monitoring (fire) and two of those had entry and i was responsible for securing one of those each night. we never had any problems. At first, i thought that these issues were the difference between commercial and residential but then i realized that one of these was in fact ADT. that was 20 years ago though.

we never had these problems. we never had false alarms with our systems nor did with have issues with the people in the monitoring office.

in so far as the issue with umanish’s system. there are times we had issues with systems but they were resolved fast (you cannot have those issues with buildings with 200 plus people in them). so i am wondering if the service end of things is better in commercial?

xuytbjicwnofjdde | 2 years ago

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Yes, ADT calls the fire department every time, even though you tell them it’s a false alarm when they call to check on you. Apparently it’s a NY law. Unless the system is in test mode. So even though I confirm to them over the phone immediately, they have already made the call to the FDNY and the trucks are on their way – so frustrating. And this happened multiple times, so I do think the first false alarm was forgiven, but once I had multiple, we got the summons.

Archiefina | 2 years ago

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We also use Alarms R Us. We’ve had the system for about 5 years,
with no issues. They are local and easy to deal with.

greenbanc | 2 years ago

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Thank you for the information. So ADT called the FDNY several times? I thought the first false alarm is forgiven by the FDNY. What is the best alternative to ADT for Brooklyn, do you think?

xuytbjicwnofjdde | 2 years ago

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For us it wasn’t the heat detector, it was the smoke detector. False alarms went off for different locations within the house. The last tech that came from ADT thinks it was a firmware issue, and it’s supposedly fixed now – i’m keeping my fire alarms on “test mode” for a while until i’m sure it’s resolved. I actually haven’t gotten them to pay the penalty, but the tech that came to fix the issue said ADT would do it, and wrote into his report of the site visit “advised customer to submit to ADT to pay any resulting penalty” so I am hoping / assuming they will do it if and when the time comes! When I submitted my response to FDNY, I included the ADT service work orders, which is supposed to prove that I took action to correct the problem, so I’m hoping no penalty will be assessed this time. If it keeps happening, I assume even that won’t save me from a penalty (which, again, I’m assuming ADT with cover…)

greenbanc | 2 years ago

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I have had the same issue with the FDNY, including receiving a summons from the FDNY. How do get ADT to cover the penalty (which can run into thousands of dollars)? I cannot even get anyone on the phone from customer service, and when I do, they are completely unhelpful. I also received a few notices from ADT that there was a recall on a Resideo 5809 Wireless Heat detector, is this the equipment that malfunctioned in your case? Needless to say, I made 3 appointments foe ADT to replace the recalled equipment, nobody ever showed up! Any advice on how to deal with ADT regarding the FDNY summons would be appreciated. Thank you

xuytbjicwnofjdde | 2 years ago

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I feel your frustration. I recently got an ADT system installed and thought it was going to be high quality, but they are just reselling mid-tier components and contracting mediocre service personnel to install. On top of that, I’ve had multiple false fire alarms, each resulting in the fire department responding, so now I have the headache of dealing with the summons from FDNY (ADT will cover any penalty, but still, wasting time and energy on something like this is not great) – oh, and they still charged me for the initial service call to deal with their faulty fire alarm because warranty is only for first 90 days – as soon as my 3-year commitment runs out, i’m switching for sure.

eperry60 | 2 years ago

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    string(34) "$P$B1EqBoyWfiOoRiI2m/hd2cfj49eEkx1"
    ["user_nicename"]=>
    string(8) "eperry60"
    ["user_email"]=>
    string(20) "newsum.e@comcast.net"
    ["user_url"]=>
    string(0) ""
    ["user_registered"]=>
    string(19) "2024-02-23 10:57:40"
    ["user_activation_key"]=>
    string(0) ""
    ["user_status"]=>
    string(1) "0"
    ["display_name"]=>
    string(61) "Your first name Your last name Your first name Your last name"
    ["spam"]=>
    string(1) "0"
    ["deleted"]=>
    string(1) "0"
  }
  ["ID"]=>
  int(193403)
  ["caps"]=>
  array(1) {
    ["subscriber"]=>
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  }
  ["cap_key"]=>
  string(15) "wp_capabilities"
  ["roles"]=>
  array(1) {
    [0]=>
    string(10) "subscriber"
  }
  ["allcaps"]=>
  array(3) {
    ["read"]=>
    bool(true)
    ["level_0"]=>
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    ["subscriber"]=>
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}

My experience with Alarms R Us has been good. They are local (Brooklyn-based), and you can always get someone on the phone. Pretty sure they will want to install their own equipment.

cate | 2 years ago

string(1) "1"
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    ["user_login"]=>
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    ["user_pass"]=>
    string(63) "$wp$2y$10$4JNbGAK5cKoEp6kzsYVSBO7oMZphxvnQPCDInpVARCm3B1Dj6U75i"
    ["user_nicename"]=>
    string(4) "cate"
    ["user_email"]=>
    string(20) "cate@brownstoner.com"
    ["user_url"]=>
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    ["user_registered"]=>
    string(19) "2017-08-10 14:24:59"
    ["user_activation_key"]=>
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    ["user_status"]=>
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    ["display_name"]=>
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    ["NextGEN Gallery overview"]=>
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    ["NextGEN Use TinyMCE"]=>
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I can’t recommend people because I work for Brownstoner but if you can search the archives you will find recommendations for local family owned security companies.