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Ackerman Security is an East Coast based home security company that services 5 states: Georgia, Pennsylvania, New Jersey, Delaware, and Maryland. Although they have interesting innovations such as bundling medical monitoring with home security services, they are less transparent than other vendors on pricing. There are also some customers that report misrepresented pricing and contractual structures than what salespeople have sold.
Customers have mixed things to say about Ackerman Security. Some of the main benefits:
Sadly, though there are many complaints about Ackerman as well. There are higher than average complaints:
Review New 2018 Plan Options & Get The Best Rates
Most customers are satisfied with the equipment and plan monitoring coverage that Ackerman provides. Here are the details on what they have available:
|Security / Burglar Alarm|
|Fire & Disasters|
Overall, customers are satisfied with Ackerman's monitoring service. Ackerman has invested in their monitoring team and have some interesting features that stand apart from other companies. Here are the positive and negatives:
Frontpoint integrates with some of the newest technologies available and can provide the same type of service, but with added benefits. Rather than using full service techs, Frontpoint provides simple instructions for you to follow to set up your own system. This simplifies things and also ensures that you don't pay extra. Overall, the customer satisfaction is very high compared to Ackerman.
If you like Ackerman's home automation and smart home features, Vivint provides a full service solution to smart home and security. This is one of its main benefits. With plenty of features and state of the art equipment, Vivint also has extremely transparent pricing so you can expect to be fairly treated.
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Pls b careful of this company
Their price used to be cheaper than others .Service is not bad but after your two year contract is over they will automatically renew the contract for a year without your permission and if you try to cancel you have to pay the whole year charges
I was with this company for 5 years.After I found out what they were doing I cancelled immediately and went to better more transparent company
The service is very tricky, it looks affordable. 8 years back switched from ADT due to the price. They used the alarm system and sensors that ADT had installed to provide the service. One time the sensor was constantly beeping. I called the CS, they sent the technician who charged me $70 to replace the battery. CSR didn't inform me that there will be a charge. Fortunately, there was never need for the alarm to go off. I am not sure even if they monitor. I disconnected my landline, but their system either didn't recognize the absence of landline even it was to work on the landline or they intentionally didn't notify me. They kept on charging my account for 1 year. When I called to cancel the service,they replaced the alarm system, but they didn't replace the sensors. The alarm system keep on beeping. When I called the customer service, they mentioned that there will be service charge and price of the sensors. Instead of fixing the issue, the rude CSR in cancellation department cancelled the service. They are still charging my account. Wish I had read the reviews before signing the contract.
I have been an Ackerman client for over 3 years, previously with ADT. The Ackerman monitoring is about half of what ADT charges. The monitoring service is no different.
I have had service out two times in the past few years. Both times, the tech was out quickly. Both techs were previously with ADT, and knew what they were doing.
If you want to be stuck in a three year contract without any way of getting out of the contract even if you are moving into a home that already has a system in place, please sign up for this service. Otherwise save yourself hundreds of dollars and use a different service that doesn't dupe you into a contract longer than you need.
I'm very disappointed. I have been a customer for a little over two years and didn't have any problems until I attempted to add services to my account. Payments never late because it's auto-deducted from my account.
Sales rep came out to my house October 2nd or 3rd and told me I could add about $1500 worth of equipment to my account and it will cost me an additional $5-6 dollars. All I have to pay is a $99 fee and the first month of the increased rate. It came to about $146. The equipment included 2 indoor cameras, 2 outdoor cameras, a remote thermostat, and 2 window sensors. I was very pleased. The day of the install (Oct 7th) - the installer could not get the cameras to produce a live feed and after 3 HOURS of fiddling around he then tells me I need to have a faster internet speed in order to have the strength I need to produce a live feed. Makes sense, but of course the sales rep didn't tell me this nor did he inquire if I had what I needed to have a successful installation.
I was definitely not willing to increase my internet speed so I asked him to cancel the install since I don't have the proper connection for the camera and cancel the thermostat thingy because I really have no need for that feature anyway. I did, however, tell him I would keep the 2 window sensors.
A week and a half goes by and I see no refund nor partial refund in my account. I call Ackerman and tell them what happened and they say they just need the technician to turn in his paperwork to confirm what equipment was/wasn't installed and they will refund my money. It is now the end of October - almost a month since the initial scheduled install!! I HAVE CALLED THEM AT LEAST 5-6 TIMES and I'm continuously given the run around. They have to call the technician, supervisor, the manager, the director, the doctor, lawyer, and damn indian chief to get the green light to give me my money back! AND to top it off they treat you like YOU did something wrong! What the ?!?!?!?
I'm am so disappointed in them and now after reading some of the other reviews on here I wish I had just left it alone and I'm definitely going to read my contract when I get home from the office so that I can cancel my service before they "auto-renew"!
I just got off the phone with them again and AGAIN they promised a resolution in 24 hours. This is unacceptable. It's fine when you're paying your money religiously to them but when it comes to customer care and handling customer service issues - BEWARE!
Horrible customer service, my alarm stopped working 2 months ago, called them to look at it they wanted almost $200, on top of that I requested to cancel my service, each time I speak to a representative that claims they will have someone call me back that handles that, and no one ever calls back, it's been almost a month now, and they think they're gonna keep charging me for a crappy service. Stay away from this terrible company, you'd be better off having a pit bull secure your business or house than they could.
You get what you pay for and our attempt to reuse the expensive GE system in our home under what seemed like a reputable company backfired when the technician arrived to install, spent 3 out of 5 hours on his cellphone, burnt up the first replacement board and then half #%$ finished the install. He forgot to hook up the siren or program for convenience and now our calls to our "I am your front line person, call me first with any issues," sales rep go unanswered. I guess since he has our commission he has disappeared like a fart in the wind. Buyer beware!
This is my first security system, and I feel very safe with Ackerman. Just days after I moved into my new home, and the system was installed, My garage door was opened at 5 am while I was sleeping. The alarm tripped, woke me up, and Ackerman Security called to be available on the phone while I checked the house for intruders. Everything was safe and whomever opened the garage door must have fled when they heard the alarm go off.
The initial install and monitoring seemed fine, I switched from ADT due to commercials. You realize the difference when you work with them down the line. They have very unethical call center practices where they dispatch techs when not needed and tell you after their is an $89 fee and they make it almost impossible to cancel. You should not work with them to protect your home or business if this is how they operate.
Been a customer for almost five years now. We started out with ADT just like some here. My uncle told me about Ackerman due to the $$. So, I jumped on it. I won't say the entire trip with Ackerman has been pleasant but, they do try to take care of you. You're not just a number or money coming in. We were on vacation and just had a new touch pad installed, something went wrong when a storm came through and my son said it would beep and beep more. After several attempts by the techs, I had an older tech come out and in ten minutes the problem was solved. My wife tripped the door alarm and in two minutes Ackerman was calling the house asking for the password. She was frantic and couldn't remember but, she got it together. They are kind, supportive, friendly technicians and act as if they want to keep your business. Not, like another company whose name I won't mention.
We had Ackerman update a security system on a rental house we were moving into. THe agreement was for 3 years, we had a concern about that because we were only on a 2 year lease. We were assured by our sales person, Cecilia Angula-Cuzzi, that if we moved out of the Ackerman Security area that we would not be obligated for the full three years.
The 2 year lease is up - and Ackerman is telling me that even though they do not service the area of a home we purchased, we still have to pay the remaining $500 + dollars.
I despise being lied to. Stay away from this company.
**Beware** Do not sign up for an Ackerman Security System!!! My system has been broken since they installed it two years ago and they would not fix it unless I pay an additional $125 for new equipment and sign an additional three year lease (Ackerman must think I'm crazy). My system has been disconnected and unplugged, I've been paying my monthly bill to be in compliance with the contract (which they are not honoring), and they keep sending me alerts even though my system is not powered (great monitoring ). I have tried multiple times to get out of the contract and they would not release me unless I pay the full mount due.
If you are choosing Ackerman, you have been warned!!
Great tech, on time, polite, extremely helpful and informative, provided plan info to reduce future costs, suggested obviously-needed upgrade. Thank you.
We have had Ackerman since October 2016 after we dropped ADT after more than 20 years. Our system has worked well and the pricing for wireless and internet connectivity is reasonable relative to other companies in Northern Virginia but more than we pay in Delaware.
When I was in the market for a professional home security system, it was hard to miss Ackerman's ads everywhere. But it's hard to rate them because after the salesman came, he failed to submit a proposal. I tried to follow up with him by phone and email, no response. Then I tried his manager, whose name and contact info were in the folder he left behind, but also no response. Very unprofessional and if they're too busy for you when they're trying to make the sale imagine how little time they'll have to service you after. Stay away.
If I could give this company 0 stars I would. I have been an Ackerman customer over 7 years. Do not consider using this company if you want operable wireless cameras. I live in DC and have a camera installed on my front porch. It is supposed to record an event every time something is within range of the camera. It has not worked consistently since the install. I have lost hours from work having to have a technician look at the camera, replace cords, etc. I have had several incidents with the cameras not working and theft and damage was done to my home. The representative from Ackerman were not helpful at all when calling the service number 888-999-1070. I spoke with an assistant supervisor, Mike he shared that all he could assist me with is troubleshooting my key pad. After having a package stolen and my mailbox damaged I am not pleased at all with the customer service from this company. I plan to discontinue service and go with another company with more reliable wireless cameras and customer service. POOR CUSTOMER SERVICE AND INOPERABLE WIRELESS CAMERAS!
They're billing is a mess and I've just discovered they are monitoring the wrong property address. Not exactly the highest attention to detail.
Atrocious. Do NOT use.
As others have noted, Ackerman is full of classic slimy sale tactics, especially Cecilia. There's always something hidden or some swindle at work.
They pretended billing me for the first six months, which per our contract was free, was an "oversight" and it took considerable
Effort on my part to rectify. Then they "accidentally" installed equipment I didn't order and I had a hard time getting them to remove it, because I'm sure they wanted to bill me for it. Ever single interaction is difficult.
I wouldn't renew my contract even if THEY paid ME to do so -- it's that bad.
I switched from ADT to Ackerman.
The tech came out this morning on time and upgraded my service equipment free of charge. He was kind, courteous and professional the entire time he was in my house. Jesse (JC) helped me, he's the best! Call for him to do your install. You won't be disappointed.
I have them for 6 years, one door sensor felt and broke. Called to ask for price/or send the piece. Don't do it. They will send someone to replace it, for free.
Person never came, she doesn't live in this area anymore. She offered me a call back,three days later I called again, this time I was told the technician will charge $90. plus the equipment cost. as a great deal they give 50%off $45, I waited 2:45 hours, I was spected the job would to be done by 12 no started at 12. Now they say they will charge me for missing appointment,.. ? Did they pay me for their mistake and let me waiting for someone that is over 500 miles away?? NO. Now I MUST RESCHEDULED the technician. How much will the sensor cost? They don't say... that means once they installed it, I have to pay what ever they want....NO
I am shopping for another security service...
The 19/ month comes with
Bad Customer Service!!!
Customer service is the absolute best, hands down! Bill MacMillan at Ackerman took great care of us when we needed a burglar alarm system installed at our business. Best prices in the industry with state of the art technology to boot. You will not be disappointed!
We have been using Ackerman for 2 years. They monitor, smoke detectors, medical and police. Today we upgraded our system. We have always been notified of any breach, whether door or motion. I am paying more than I was, due to the spring special with wireless equipment and smart phone access to activity, but worth it.
I had had ADT for 20 years and was paying more each month for less monitoring, no smoke detectors, no EMT or Rescue buttons for emergencies.
**Buyer Beware** On Sunday 1/08/17 I received a call from Ackerman security that our motion sensor had gone off detecting 'activity' in our home. The rep asked if I would like for police to be dispatched which I replied, yes. My wife and I then began to rush home fearing the worst. I then receive a call 10 minutes later by Ackerman stating that I never "registered my alarm" with my local police department so they could not dispatch the authorities. Obviously upset and confused, I let the rep know I've never heard of such a thing and that I have had Ackerman security for 3 years but never once heard of any such requirement. The young lady told me that we were sent a notice letting us know. I asked when that notice was sent. She then 'looked it up in the system' and told me it looked like that notice was never sent out in my case. I then asked her "so you mean to tell me that I've been paying for a service for the last 3 years thinking my family was safe, and during those 3 years Ackerman knew that my alarm wasn't registered and so my family was unprotected but they continued to take my money anyway without giving me any type of notice?" She then proceeded to tell me that I should have read my contract and it's in the contract. I was PISSED and ended the call. I then called the local police to have them go to our home (we were still 30 minutes away).
A few days later, still very much disturbed by the fact that this company has been taking my money while not even affording me the curtesy of alerting me that they cannot provide me the very service that I'm actively paying for since my device wasn't registered, I then chose to call an cancel my account. After all I had a 3 year contract and it's been over 3 years now. I called to cancel and then the rep proceeds to tell me that I cannot cancel without incurring a cancellation fee because although my contract had ended there is an 'auto renew' clause in our contract and so approximately 1 month ago our contract auto-renewed for an additional year. To cancel now I would have to pay a years worth of service as a fee. Now, I'm beyond pissed - I'm LIVID. I asked why wasn't I notified that my contract was up and my account would be auto renewed. I also asked "isn't it a common practice to let your customers know this?" She then tells me that "customers don't actually leave our services because they are happy with our service so we don't tell them when their contract is expired, we just renew and they keep our services". HUH? Are you kidding me? Is this some sort of sick fraudulent joke? I then spoke to a supervisor and he explains that the auto renew is in our contract and we should have read our contract. We needed to submit a letter for cancelation in writing 60 days prior to our contract end date and if not our contract auto-renews and no curtesy of notifying customers of an upcoming auto-renew is given. So I'm just supposed to remember a contract expiration date 3 years later and know to cancel 60 days prior?
I'm seeing a theme here... A security company tasked with keeping my family safe, and happy to take our money to do so, hides behind shots customer service and operational practices with a dismissive attitude of "you should have read the fine print"?
At this point I'm ready to call my lawyer:
1.) They've been taking my money for a service that can't fully offer because of requirement they haven't made me aware of even though they very well could have and had every opportunity to
2.) They won't acknowledge that my families life has literally been in danger due to their negligence and is attempting to fraudulently hold me to a service past its contract term because that term 'auto-renews' without warning...
Be WARNED. Do NOT do business with this company if you value the life and safety of your family and you also value integrity of the company you pay your hard earned money to for their services. This company will fail you in both areas.
I want out of this contract and I REFUSE to pay for an additional year of service that I did not ask for, do not want, and was fraudulently opted into. Ackerman failed at their service and took my money any way. Every time they called about an alarm and looked at our account they could have told me that our alarm wasn't registered and we weren't safe but they chose not to or neglected to. In essence they've been taking my money without fully providing the service that they promised and they are making me pay to cut ties with such a filthy company.
DO NOT GET ACKERMAN. I REPEAT DO NOT GET ACKERMAN.
I got Ackerman a little over a year ago I signed a three-year contract because the equipment cost was so expensive. I pay for almost $40 every month for monitoring. On December 7 I came home from work and realized somebody had broken into my house my alarm was going off not once did they call me no police were sent to my house. NOTHING. WHAT AM I PAYING FOR!!!! When I called to cancel they didn't ask me why they didn't even seem to care they just said that I owed $875 and asked would I be paying with credit or debit. On December 22 I waited all day for someone to come install a garage door alerts so if my garage door is left open I get a notification so nobody can walk into my house. My appointment was for 11 AM it is now 4 PM and I've yet to hear from anybody. When I call I get placed on hold and transferred to somebody else who puts me on hold and then transfer me to somebody else they have no idea what they are doing and I will cancel effective immediately
WORST CUSTOMER SERVICE AND WORST SERVICE EVER!!!!!!!!!!!!!!!!!!!!!
Had Ackerman in Atlanta and never had any issues until I moved up to metro Baltimore. Now I don't even get a call from them when my alarm goes off. Also, they are NOT flexible with their contracts at all. I am moving to an area that is not serviced by Ackerman for work and they won't let me out of the contract I signed even though they don't service where I am going. I understand that I signed a contract but the lack of flexibility and compassion leaves a bad taste in my mouth for Ackerman. Moving for work was unforeseen, I even bought a house in the area that I moved to thinking I'd be here long term. Work had other plans and Ackerman is the only company that is unwilling to budge on the contract. They are only concerned with the money and contract fulfillment. Despite being a long term Ackerman customer in the past, this definitely will keep me from using Ackerman in the future. I give two stars because I never had any of these issues when I used them for several years in Atlanta. Since then, it seems their service has declined.
I was forced to give this one star just to write a review. The bottom feeders that are employed through this so called company are ill mannered, heavy handed crooks that give the old school and modern day mob a bad name! At least with them, then and now, you knew and know what you were getting involved with! NO BS!
I have a system already in my apartment. However, I got Ackermans flyer in the mail, so I called for a bit of information. What I got was a hard sales pitch directly! I mean this guy was coming at me so hard and fast, you would of thought he was getting paid by the word and NOT by the appointments he set up. Frankly, I should of just said NO THANKS. That nagging curiosity won over and I scheduled an appointment for a Saturday morning 10am with a Trent Vernon.
It was explained to me that this technician Vernon was to "phone me the night before to confirm our 6/3 appointment". DID NOT OCCUR! 8:58am on 6/3, my phone rings, unrecognized #, don't answer. Voicemail from tech Vernon, "sitting in your parking lot, can I come up?" I didn't respond. 9:50am phone call from tech Vernon, "he is downstairs in my building (I live in a security bldg), do we still have an appointment"? Yes. I instruct him to use the callbox so I can buzz him in & under NO CIRCUMSTANCES ENTER THE BUILDING ON YOUR OWN! For whatever reason, the callbox wasn't functioning, by the time I got to the lobby to allow him in, he was already in the building, gone to the toliet & was on my floor! My 6'9" neighbor & I confronted tech Vernon coming off the elevator as to why he illegally entered our building? After stuttering and stamering for a few seconds and staring at his phone, he says "I think this scheduled appointment should be cancelled". You think?
Ackermans word is crap! So are their contracts, whether it's monthly, yearly, bi-yearly, or tri-yearly. They are in the PROFESSIONAL SCARE TACTICS BUSINESS! They violate you in your most accessible venue, your home, with your most precious assets, your family! It gets no more personal than this!
To be honest, I have not had any issues with the service really. But I've recently moved and upon calling to cancel, they informed me I would have to send a letter with a bunch of information to them by postal mail (who does that in 2017) to cancel the service. And of course I have to pay until they receive the letter. Complete nonsense and just a stupid hurdle to punish anyone for canceling service. I will not be getting their service in my new place.
DISHONEST COMPANY. I was a loyal customer of Ackerman for almost five years. It turns out every single time you move, they "re-start" a three-year contract without telling you. I recently got a job offer out of state -- outside the Ackerman Security zone -- and I went to cancel and they tried to charge me $900 (!) for not fulfilling the ever latest three-year commitment that they started when I had moved into a new rental a year ago. (Even though I had been with the company, same account number, continuously for almost five years.) I threw a fit and they discounted that $900 to $500, but I still feel robbed given that I had fulfilled a three-year commitment to the company and had no choice but to disconnect my service given my required move for employment. (And the fact they don't offer services in Colorado, where I'm moving.) Their sales reps do NOT disclose you are getting into a three-year commitment and whatever they say about not being on the hook if you move out of state and Ackerman isn't available is a lie. There are many security system companies out there. I think Ackerman is the worst.
I've also filed complaints with the attorney general and the Better Business Bureau.
So far so good. The sales person was outstanding, not pushy at all. Did not try to sale me things we didn't need. Installer was on time and very knowledgeable of the equipment. I checked with 4 vendors, and Ackerman's professionalism and knowledge was steps above the others. I highly recommend them for your security needs.
I've had the service for over 5 years. Ackerman just came out to upgrade my system for free. The Tech was excellent, quick, courteous, and answered all my questions. Glad to be with Ackerman.
Don't Do It!
Ackerman sucks you in with a low rate if you sign up for three years, but then provides absolutely horrible service. Battery needs replacing in the keypad and they won't send a battery out or let you replace it yourself. Sends a technician out with questionable English skills that pops the battery in, pushes a few buttons and then charges you $100 for the service call. Call Center phones once a week saying they are receiving a "Tamper Alert" on one of your sensors. What does that mean? I don't know and they don't either. The alarm doesn't go off, but they think someone is tampering with the sensor / system. I'm not an idiot, I've changed the batteries in all my wireless senors. Tech comes out, pushes a few buttons, can't / won't tell me what is wrong and charges another $100 service call fee. Very pushy about getting their service contract, but as we all know, these contracts benefit Ackerman, not you. They claim a technician must come out as it is a liability issue, but ADP use to walk me through the steps and then test the system to ensure it works.
Go to Amazon and order Smart Things door / window sensors, motion detectors, siren and fire / carbon monoxide detectors. Did the whole house for $300 and now monitor myself and control the system from my smart phone. The minute one of the sensors detects intrusion, you get a text message and the stupid loud siren goes off. I decide whether I need to call the Police which I can do with one less step than Ackerman.
Bad customer service.
Ackerman sent out a salesman on May 28th. He looked at my current system and stated we needed to add a cell receiver and a indoor camera. We scheduled the install on Tuesday the 31st. The installer showed up without the camera that was agreed to in the contract. Frustrating but not the end of the world. He continued downstairs to look at the security system box and within 30 seconds he determined that I needed a different type of box that either would be free if I signed a 3 year contract or $299 if I only wanted a 1 year contract.
I told him no thanks to either option and they could refund my money. He called later that night and stated his manager approved the new box for free. The installer and I set up a date (June 10th 12-3pm) to come back, with the camera this time, to install everything. I took a day off work again and planned my day around the installers time period. Needless to say he never showed up. I had his cell number and attempted to get a hold of him. He never contacted me.
Fed up, I called the main line and explained the issue to the poor lady who answers the phone but has no power to do anything. After being placed on hold for a few minutes, a manager (Malcom) came on the phone and I reexplained the entire story to him. He told me this was a regional issue and placed me on hold while he contacted the regional dispatcher. I explained my situation...again and she tried to schedule my service again. I asked her why I should use Ackerman Security to protect my home when they can't even get a system installed in a timely manner and show up when they are supposed to. She placed me on hold awhile and said she was transferring me to her manager. After being on hold AGAIN I got the managers voicemail. I asked the person to call me back today however I apparently am not important enough to do so.
Go with ADT!
Just switched from ADT. ADT was fine but Ackerman was about $12 a month less expensive. Sales rep (Charles) and installer (Joe) were both top drawer. Using same system as ADT so very simple convert.