Best Home Security Systems with Great Customer Service in 2025

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.

Runner Up – Alder

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.

Why Customer Service Matters

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:

• Before breaking in, burglars decide which homes to attack based on the presence of a security system. 60 percent of burglars will not target a house with an alarm system.
• While on the process of breaking in, only 13 percent of burglars would push through after discovering a security system. This highlights the importance of speedy response from the monitoring company and security equipment.
• Besides burglaries, 48 percent of violent crimes occur at a place of residence. And, as much as 82 percent of violent crime offenders know their victims. Once again, this shows that you should choose a security system that is able to provide quality response.

Why Some Companies Provide Poor Customer Service

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:

• Lack of training: If an employee isn’t trained on the services they provide or the equipment they use, they won’t be able to answer questions or troubleshoot problems.
• Poor company culture: We’ve all had bad managers before and understand how a toxic or indifferent culture can contribute to apathy and a lack of motivation to go the extra mile.
• Limited resources: Small or resource-constrained companies may find it difficult to hire the talent necessary to provide a high level of customer service. You can’t squeeze water from a stone, after all.
• Cost-cutting: Similar to the reason above, companies that care only about their bottom line will usually slash training and HR budgets first and headcount next. A company that cares about its people always provides better customer service than ones that don’t.
• Lack of prioritization: Companies that are more focused on profit, growth, or disruption might lose sight of the fact that customer service and satisfaction are the cornerstones of any successful business.

Things to Consider About Customer Service

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:

• Sales tactics: Were you pressured into buying your system to take advantage of “savings” that were going to expire? Was the salesperson pushy?
• Resources: If you end up having a problem with your equipment, does the company offer resources to help you fix it yourself? How easy are these resources to digest?
• Knowledge of its employees: If you have a technical question about a piece of equipment, can they answer? Do they know why they’re recommending one piece of equipment over another?
• Ease of contact: How easy is it to get in touch with a human? How long are you on hold? Do you have to hunt for contact information or sit through an unhelpful automated system?
• Contract stipulations: This applies only to providers that make you sign long-term contracts like ADT and Vivint, but how reasonable are their terms? What happens if you want to back out of the contract? Is there a buyer’s remorse period? What happens if you move?

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.

What To Look For In A Good Security System

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?

• Look at the equipment: Your alarm company should be able to provide you with everything you need for your security, from security sensors and smoke alarms to security cameras.
• Look for quality installation: First decide between DIY and professional installation. The best professionally installed systems provide affordable, expert installation by licensed and trained technicians. The best DIY systems, meanwhile, offer easy-install equipment that doesn’t require any hardwiring.
• Assess the monitoring: Monitoring is another crucial factor. If you want to self-monitor, look for a system with loud sirens and reliable apps, as those will be your main points of access to alerts. If you’re going with professional monitoring, look for features like speedy response, text alerts, and video verification.
• Price and value: Lastly, consider how much you will be paying versus what you will get. That goes not just for the equipment but also the monitoring service.

In Conclusion

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.

FAQ About Security Systems and Customer Service