Impulse Alarm LLC - Brinks Home Authorized Dealer — Attraction in Las Vegas

3rd time was not the charm! In the past several months, we understood ADT converted to Brinks Home Security via Impulse Alarm. We had a very knowledgeable and personable sales rep in Stephanie. In that time period, we moved to our new home here in Alabama, we waited for the interface to take place for "peace of mind" with the Brinks branding. Unfortunately, the inconvenience of the new application/contract made it difficult for all involved in its' processing.

The application information alone is only available in text messaging, not in an online interactive PDF. From having to upload and review on my Smart phone, to processing errors in entering info on the application; uppercase vs lowercase, using a special symbol, or using a number. All the while no written instructions are indicated on the application for the entering of required* information. This made it necessary for Stephanie to contact the Las Vegas Support Center, via text messaging. Too numerous times, requiring awaiting responses from tech support on the first and each subsequent visit to our home. Each time told "issue has been corrected" to try again.

Stephanie remained professional each time in her demeanor; each time we attempted to complete the process. On a couple of the text messages from the Customer Support team, they indicated "she was the only rep having this issue". Really?

After the 3rd visit, when the last application errors were corrected (on their end), only to find out that in applying their "soft credit check", my application could not be processed. I had "FICO NOT AVAILABLE, NO RECENTLY REPORTED ACCOUNT INFORMATION.

Correct, I have no debt. I retired after 30 years with the same employer. My home and car were paid for in cash, and I pay cash for all my transactions.

Then we had my husband use his personal information and start the application process as he uses a credit card. He ran into the same application errors. Made it through the process where he received approval and received a Sales Contract for his review and signature. Again, reading through the terms of Sales Contract on a Smart phone, only to have Stephanie needing have the terms corrected for equipment and timeframe; it kept defaulting to 5 years!

We don't need this frustration. We felt why go with a company that if the rep did not appear supported on the front end, how would a customer feel or be supported on the back end?

The insult to injury was two days ago when I received 105 envelopes addressed to me from Brinks Home. This required our mail carrier to deliver them to our front door because they would not all fit into the mailbox. The letter was the notification by law (Fair Credit Reporting Act) of why my security application was rejected. At the cost of first-class mail, and losing a customer because of good credit worthiness, we'll go back to Vivint Home Security Systems. They appreciated our business.

Hope Brinks gets all the...

I initially signed up for service in August 2023 through your representative, Tidus.

The system was installed on September 6, 2023. During the installation, I was promised a Nest thermostat but was instead given an ADT thermostat. Tidus informed me that this was all he had available, so I reluctantly accepted it. Additionally, he was supposed to return to install a smoke detector but never did. Despite my repeated attempts to follow up with him, I received no response.

Shortly after installation, I started experiencing multiple issues with the system. The glass sensor would randomly trigger throughout the night and early morning, even though my windows were locked. The thermostat drained the batteries provided by ADT, and when I replaced them with new ones, those died just as quickly. The door sensor also became faulty and stopped tracking when doors were opened.

I repeatedly tried to resolve these issues by contacting Tidus, but he never responded. When I called ADT, they refused to assist me, stating that I was still within the first 30 days and needed to contact the dealer instead. I had no direct dealer contact information, so I had to search online to find a number. I left multiple voicemails with no response. After continued attempts to reach Tidus, he finally replied—only to tell me he couldn’t help and directed me to call another number.

After several more days of trying to get assistance, I was finally told that a technician would need to come out in person to process a cancellation. Meanwhile, the glass sensor continued to falsely trigger. At this point, I had enough. I explained that I had made numerous attempts to resolve these issues, had received zero support, and simply wanted to cancel. After some back-and-forth, it was agreed that my service would be canceled.

Or so I thought.

The dealer never actually processed the cancellation. Instead, they continued charging me for 10 months—over $400 in total. I didn’t notice the ongoing charges until my debit card renewed, at which point ADT stopped receiving payments. Now, months later, I’m getting calls from telemarketers claiming that I owe for three years of service.

Even worse, when I called the collections agency, they acknowledged that my cancellation was on record but stated that the dealer never completed the necessary steps to finalize it. Now, they’re demanding I pay $500 and the remainder of the contract.

This is absolutely insane.

Do not work with this dealer or ADT. I am still contesting this fraudulent mess.

This keeps the frustration and urgency clear while improving readability and impact. Let me know if you want any further...

Subject: Exceptional Customer Service and Impeccable Installation by Karim and His Team!

Dear [Company Name],

I wanted to take a moment to express my sincere gratitude for the outstanding service provided by Karim and his ADT installation team. From start to finish, the experience was nothing short of exceptional.

Karim and his team displayed a level of professionalism and dedication that truly exceeded my expectations. They were not only knowledgeable about the products and services offered but also took the time to understand my specific needs and concerns. Their attention to detail and commitment to ensuring a flawless installation was evident throughout the entire process.

Moreover, I was thoroughly impressed by the cleanliness and efficiency with which the installation was carried out. Karim and his team took great care to minimize disruption to my home and left the space immaculate upon completion.

In addition to their technical expertise, Karim and his team demonstrated unparalleled customer service. They were friendly, courteous, and went above and beyond to ensure that I was completely satisfied with the installation.

Thanks to Karim and his team, I now feel confident and secure knowing that my home is equipped with top-of-the-line security technology. I would not hesitate to recommend their services to anyone in need of a reliable and trustworthy security provider.

In conclusion, I cannot praise Karim and his ADT installation team enough for their exemplary service. They are a true asset to your company and deserve nothing but the...