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Is Alert 360 legit?
Alert 360 (www.alert360.com) has a 3.8 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Home Services and its reputation is mixed. Opinions are polarized: 69% rate it 4 stars or higher while 27% give 1 star; The business has replied to 30% of negative reviews; 14 of them were added in the last 12 months. Last updated 2026-09-03.
Acquired too many companies. Cannot provide tech support for their systems.
I had a contract with FrontPoint Security that was acquired by Alert 360. The price went up in the middle of a set-price contract that I had signed with the promise of no price increase for 3 years. Front point tech support, which was fantastic, was replaced by people who just told me that don't know how to replace the battery in my motion detector and I should hunt around on Youtube for instructions. As the support person told me "We just acquired so many companies that we can't keep track of all the different devices". I want out!!!
I wish I could rate 0 stars. They overcharge, don't tell you about costs when they "fix" the system until they are done, and to make it worse they don't even do what they are supposed to do. I tried to cancel earlier this year and they made the process a nightmare so I wasn't able to cancel at the time. We just had the alarm go off and they apparently weren't even monitoring because I was never notified by them. I called to see what happened and they said they never got the alert. So of course I requested to cancel and now have to jump through a bunch of hoops again. STAY AWAY
A recent major incident at my business required several hours of security footage for law enforcement.
Seems like the perfect time for a security system to shine, right?
Instead, after two days of support calls with Alert 360 / Alarm.com, I couldn’t reliably download the footage I needed through the system. The final solution was removing an SD card from the camera and pulling the video manually.
That’s not what I expected from a modern 24/7 security platform.
What’s even more frustrating is being told that this experience isn’t enough reason to be released from my contract.
Businesses buy security systems for the moments that matter most. If the system can’t deliver when those moments arrive, what’s the value of the contract?
If you’re shopping for a provider, ask how they handle large video exports during real-world incidents before you sign.
I wish I had.
Long time customer with Frontpoint before Alert 360 merger
I've been with Frontpoint, which merged into Alert 360 since 2010. The response time to an alarm is great: usually a phone call within 30 seconds after an alarm.
I like the interlogix intrusion sensors, but not the smoke monitored smoke alarms, which seem to fail.
My complaint is the lack of knowledge that I have encountered with calls to tech support. They really need to get more familiar with the product line to be at all helpful.
I signed a contract in May of 2023 and was told after my equipment was paid off the cost of service would go down. Called to see what my new billing would be and it is the same cost as when the contract was signed. Customer service representative was HORRIBLE, couldn't give clear explanations and was incredibly rude to me. As of today 5-14-26 I have put in a cancel service request via email and in the portal. I will NEVER EVER EVER AGAIN purchase ANYTHING FROM THIS COMPANY. DO BETTER!!!
Reply from Alert 360 2026-05-14
We regret Tysa’s dissatisfaction with Alert 360. We pride ourselves on industry-leading customer service, and we never want to have a negative interaction with a customer. As we do wish to resolve every customer issue. We did reach out with a lower rate offer, which Tysa declined. We remain open to honoring the offer she was given and wish Tysa the best of luck with her next security choice.
Before I get to the actual review, a little background. We originally had Frontpoint Security, beginning in 2009. The monitoring was done by Frontpoint, but for some reason we never understood, the billing was done by Alert 360. We had an occasional issue, but nothing that wasn’t quickly resolved. We had a series of three year contracts with Frontpoint but since 2022, we have been on a month-to-month basis.
In 2023, Alert 360 took over the monitoring. Frontpoint was now out of the picture as Alert 360 now did both the monitoring and billing. Things were not as user friendly as with Frontpoint but any issues were quickly rectified.
Now for my review of Alert 360. Things were fine until February 2026 when we moved. We contacted Alert 360 via phone and email alerting them that we were moving. According to both their website and people we talked to, someone from Alert 360 would contact us in a day or so. Sadly, we never received a call back. We send numerous messages via their website and called at least 6 times. Always the same response…someone will call in a day or so. Finally, after almost three weeks of trying, we just cancelled the service. Interestingly, after cancelling, someone did call to try to make amends but it was too late.
But the worst part was that I cancelled with an effective date of February 28, 2026. The next week I noticed that we were charged for monitoring service for March, even though we no longer had service. I called and talked to several people while trying to keep my anger under control. I was told that the contract contained a cancellation clause that required a 30 day notice. I explained repeatedly that our last Frontpoint contract expired in 2022 and we had been on month-to-month service since. Therefore, we never had a contract with Alert 360. Sadly, it was like talking to a brick wall. I was irate that after treating us so poorly in attempting to move our service, we were now being penalized for something we thought was totally unfair based on a non-existent contract.
In retrospect, this may have been the best thing to happen. We now have service with a very responsive company who seems to genuinely care. That company is ICU Protection. As for Alert 360, if I could give negative stars, I would, as the last couple of months of service with them were awful. Obviously, they do not care about retaining a long time customer, as we experienced some of the worst customer service we have ever seen.
Reply from Alert 360 2026-04-14
Alert 360 prides itself on industry-leading customer service, and we would never want a customer to have a negative experience. We always want to do everything we can to resolve any customer's concerns, and we have made multiple attempts to reach Mr. Wagner regarding his move in February without success. When did speak to Mr. Wagner, he requested cancellation. We informed him that his agreement required a 30-day written notice to cancel. At this time we have refunded Mr. Wager's final payment in good faith and wish him the best with his new security choice.
Cancelled last April. They were charging me for video systems that never got worked ($40/month), even though I had already complained that they were unless. Got confirmation that my account was closed shortly after and yet a year later I have been sent a collection of $1.4k that I supposed "owe" them. This company is ridiculous and beyond frustrating. STAY AWAY!
Reply from Alert 360 2026-04-07
Alert 360 prides itself on industry-leading customer service, and we would never want a customer to have a negative experience. We always want to do everything we can to resolve any customer's concerns, and we have made multiple attempts to reach Ms. Spence to discuss this matter without success. When a customer requests cancellation of their account, we request that they send it in writing per the terms of our agreement. We have not received such a request. We remain open to discussing this matter and encourage Ms. Spence to return our calls.
Social Security number required for service! No!!!!
I have Alert360 for my home and business in Dallas Tx and have had this service for several years. I am happy with my service. I recently recommended Alert360 to a friend. He indicated that you now require the users social security number to get service, so he declined. I understand and would not provide mine either if required for new service. For security, I wont even provide mine to a physician anymore- There are other ways to check credit!! I applaud him for declining! Dan Highley- Dallas & Plano Tx
I am extremely disappointed with my experience with Alert 360.
I submitted a formal cancellation request and received no acknowledgment or confirmation for over two weeks. For a company that deals with security and monitoring services, this level of delay and lack of communication is unacceptable.
After following up multiple times, I finally received a response stating that my cancellation was “being processed,” with my final billing set for March 2026. The process has been unnecessarily slow and frustrating. A cancellation request should not require repeated follow-ups just to receive basic confirmation.
Additionally, I was previously informed that my existing panel would require a paid upgrade to continue service, which added to my dissatisfaction. Instead of offering reasonable solutions or smooth offboarding, the experience felt transactional and poorly managed.
Customer service responsiveness and transparency are critical in the security industry. Unfortunately, this experience did not reflect those standards.
I hope the company improves its communication and cancellation handling process for future customers.
No servicing in the Las Vegas Market - Find a different vendor
I have been a loyal customer of Alert 360 in the Las Vegas market for approximately ten years. During that time, I have consistently paid for service and monitoring with the expectation of reliable support when needed.
Recently, I contacted the company for assistance with a window sensor they originally provided that never functioned properly and has required bypassing for the past three years, as well as another sensor that has now failed. An appointment was scheduled, and I was relieved to believe the issues would finally be addressed.
However, I later received a call informing me that they do not currently have service technicians available in the greater Las Vegas area and that they would therefore be dismissing me as a customer. After a decade of business, this was both surprising and deeply disappointing.
Being told there is no service coverage in a major metropolitan area—and then effectively being dropped as a customer—feels unprofessional and unacceptable. At a minimum, I would have expected transparency earlier or assistance transitioning to a provider who could support the system they installed.
Unfortunately, based on this experience, I would not recommend this company. I sincerely hope they reevaluate how they handle long-term customers in markets where service support appears to be limited. If you live in Las Vegas, Nevada....you should find a new company ASAP.
I am extremely disappointed with the service from Alert 360. For months, I have had consistent issues with my system failing to record properly. Despite being a paying customer, every time I call to have the equipment fixed, they charge a $75 service fee just to get a technician to show up.
It is unacceptable to pay a monthly monitoring fee for a system that doesn't work, only to be charged additional fees repeatedly for the same ongoing problem. The technicians come out, the "fix" doesn't last, and then I'm back to square one—but $75 poorer each time. If you want a reliable system and fair customer service, I suggest looking elsewhere. I cancel their service and will sign up with a different company.
At home kept billing me after the contact was over.
I also discovered they were billing our church for nothing. They said they bought another company who sold them the account and were billing the church for nearly 2 years for nothing. Because accounting was not aware that there was no system, they paid it.
It must be common practice to keep billing you or letting your auto pay keep on paying as long you let them.
Update: 10/22/25
I received my refund for the cancellation charge. I promised the employee who called a few months ago that I would adjust my review when money was received. That being said, I would still not recommend.
I wrote a negative review on August 11, 2025 and the company called me almost immediately. I was impressed with that. They said that they would refund my money for the cancellation fee. I was then going to change my review because it seemed like they cared, but I was not going to change the review until I received my refund.
It has been two months and I have not seen a dime. So, my previous review stands. Run, don’t walk, from this awful company.
I cancelled service May 2025. I spoke alert 360 person and told them i want to cancel. i was forwarded to executive assistant and told her the same. alert 360 sent me disconnect request email and i replied to disconnect request email. My reply sent May 28th 7:40pm PST. During the live phone call alert 360 informed me i have to pay for an extra month (June) which i did. now they have sent me a bill for July. Not sure how long this is going to go on.. Addition. Replies to disconnect request sent on may 27th 11:51am PST and May 28th 7:40pm PST.
They were fine as long as I was a customer and paying my bill. When I needed to cancel it basically took me four months and multiple phone calls to get it worked out. It was very frustrating and I will never use this company again.
Only 1 star because none is not an option. I used this company in the past and was happy with them. This time is different. Customer service is horrible, Non-existent professionalism. I had a new system installed earlier in the week. This morning, I woke up and tried to turn off the alarm, but I could not because my password DID NOT WORK. I called them. Ma'am, you don't have service with us. Ma'am, you are calling the wrong company. This went on for 20 minutes before someone said Oh yeah, you do, but it hasn't transferred over yet. NONE of it makes any sense. There is a problem with the entire system, the pad and the washing machine that share the same electrical plug. It is a royal mess. But guess what, it gets better....I have to wait until the 10th of May to get someone out here or it will cost me a $125 additional fee. 8 more days to wait. The people on the phone are rude. Horrible. I wish I had never signed with these fools. The worst ever!
Alert 360 is the worst alarm company ever. Especially the customer service team. They call and call you but when you asking to have supervisor call back they never did. They don't seem to listen to your concerns and they care about whether you want to close the account and rushing to transfer your call to close out the account department.
Representative got very upset when I wouldn't buy.
I made an appointment with this company and a representative came out. He was very late without calling and when I asked if we could reschedule he got very upset. He then promised to "make it quick." It took him over an hour. Not respecting my time or me in general. He then tried to close me on the sale. I just told him to leave and he screeched his tires when he left. I would NOT recommend this company.
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