ADT Security Services Inc

I cancelled my ADT contract the following July fully expecting to be charged a cancellation fee. I was a customer in good standing and my bills were paid on time for three years in Bloomington and for a little over a year in Mooresville. When I received a bill for $700 dollars to cancel my service I could not believe it. Not wanting to screw up my credit score I paid the bill (big mistake) thinking that I could get them to credit me back two or three hundred dollars. Wrong. I am a retired senior citizen and feel that I have been taken advantage of. Never have I ever been charged a fee that high for cancelling a service. Stay away from ADT.

I canceled them because I didn't like their services.The best was that they provided me the service.The worst part was when I had a problem; I didn't appreciate the way they had tried to fix it by offering new products to me. Offering more service for more money. So I canceled them and went somewhere else.

Six hundred dollars a year is kind of high, and I'm looking for somebody else. They could contact me for one thing. I think my equipment is pretty old. I have never had any contact with upgrading or anything like that. I haven't had to use them in a long long time. I hadn't had much contact with them. My wife may have had contact with them, but I haven't. I think they are a bit expensive myself. I have been looking around, and doing research. I like to upgrade my equipment. I don't have any cameras. I would like a front door cameras, and a back door camera. I don't have any of the modern conveniences. I would like to link it to my phone. My garage door, I can use my cellphone to access it. The equipment I have is good equipment. I test it occasionally. It works. I just think its not the latest. I would like to see more up to date. I haven't had any issues. I can't really think if I had to contact them. The only real reason I use them now, when I purchased this home they provided the equipment and monitor it. I didn't want to have someone else to do it. Back then they were the only one in town.

They are really prompt, and courteous. They keep up on everything. I am happy with the system, and it easy to use. We have had them for about 6 months now.

From the electronics and digital aspects (mobile and PC), the system is very useful and flexible. The installer seemed to have done a very good "electrical" job (though subsequently we did have a couple of false alarms from an "open" door from a closed door that did require a follow up service repair). From a carpentry perspective, the installation of the cameras resulted in a lot of exposed wiring across our walls and holes in base boards that looked terrible! Had we been warned, maybe with photos, we would have been better prepared for this shock (sorry I hadn't taken before and after pictures!). Fortunately, we turned to a long-serving contractor to solve this problem who re-routed all the wires to within the walls, repaired the drywalling, and repainted. Now things look great and function great.

ADT did not give us any information on what to do if we changed telephone systems. We have been paying them since June, but recently discovered we had no connection or service since June last year. When I notified them about this, they said it was our fault. We have using ADT for 28 years.

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Their ok.  I have been frustrated because they have two companies that I have been working with. However, they do call if my alarm sounds.

They are really good. I have been with them for years. One thing that they did was that they had someone come out, reevaluated everything, and told me what I need to have upgraded. I agreed to that. I paid them a portion of a down. When the technician came and once he was done with everything with all the windows and doors downstairs, I gave him the balance of the money, but then later, they billed me for the whole amount. They come to find out that the technician was just an oversight. He had not turned it in. They looked it up and it was there. He just forgot to log it. The price was excellent and the quality was good.

I have used them in the past in other places I lived. They are efficient and responsive.

The install itself three years ago went very well, but the monitoring service/customer service isn't so great these days, and we are actively looking for a new monitoring company.
We never actually and quot;choseand quot; ADT -- twenty years ago when we bought our first home, we talked to both another company and ADT -- and chose the other company over ADT. But after some years, ADT bought out the other company, so we became ADT customers by default. When we moved three years ago, ADT was honoring the and quot;take it with you when you moveand quot; offer the other company had originally made when we bought our first system, so we stayed with ADT -- though we added upgrades, so it wasn't a totally free install -- which was fine since we were adding features, and our new home had more doors. The install itself was smooth and flawless. For over a year, we were completely happy with our security system in our new home.
Sometime during the last year or so, ADT monitoring ceased asking for our code word whenever we called them about our system. We don't call a lot, so I am not sure when this happened. I was a little surprised by this. They seem to rely now on us being able to give our name and address, and the call coming from a phone listed on the account. We are not happy about this. We are concerned that someone who broke in, if they knew our names and address, could give that to ADT when they call, and the police would not be sent -- or they could call and make changes to our system. How do you explain that one to the insurance company? [I am not sure that this part should be included in what others can read online -- it could be information burglars could use.]
Also, it used to be you could call one number for anything you needed from ADT and select the appropriate option. That isn't the case any longer. It has only a couple of options now, and with at least one of them when you select it, you are told to hang up and call a different number. There seem to be multiple numbers now, depending on what you need to do, and it takes a lot of time to wade through all the different numbers and options. When we received a notice in the mail about a need to upgrade our wireless security system from 2G to 3G, I called the company to make sure the notice actually came from them and was not some sort of scam (since the number I was supposed to call to schedule the upgrade was not one I recognized). I was given different numbers, and I was transferred multiple times, each time being told that the next contact would be the appropriate one [it took several transfers before it was finally the right one]. I think they are trying to force customers to take care of everything online or with smartphone apps. That doesn't work for us because 1) no one in our household has a smartphone, and 2) while I prefer to do most things online, dealing with our security system isn't one of them. I want to talk to a PERSON when I am dealing with our security system.
The final blow occurred yesterday morning. Our alarm suddenly began going off -- I went upstairs to rouse our son who was still asleep (and who is the only other person living here besides my husband and me), and my husband went to investigate the cause of the alarm -- unfortunately, he did enter our code, which he thought would only silence the alarm (our old system had a specific sequence to actually cancel an alarm, and he forgot/didn't realize that was no longer the case). While waiting for ADT to call, we found everything secure -- including the door which had supposedly set off the alarm. The deadbolt was still locked, and the doorknob lock was still locked. This door is a side door we rarely use (open maybe once a month or less) even though in was in our line of sight from where we were sitting and only feet away. When the call came, is was just an AUTOMATED call that quickly rattled off some number we needed to call if we had a problem.
Unfortunately, we weren't ready to write down a number and we didn't catch it. After several failed attempts to figure out the correct ADT number to call for technical assistance with our system, to figure out why the alarm went off when the door hadn't been opened, finally I decided to bring up the record of the automated call on our phone's menu and hit redial, and that got us to the right place [that is something that doesn't always work with automated calls from other companies].
I was still unnerved from the alarm going off and the difficulty I'd had with reaching someone at ADT, so when I finally got to speak to the agent about why I was calling, I just said I wanted to know why our alarm had gone off. I realize that I didn't state that correctly, but I was still feeling rattled. The agent stated that ADT is only a monitoring company, and the police would have to determine why the alarm went off. At that point I tried to clarify, and said I wanted to know why our alarm had gone off when the door associated with the code displayed on the keypad hadn't been opened. [Years ago with our previous company, customer service had been very helpful and patient with talking us through tracking down the cause of the few unexpected alarms we'd had.]
My husband and I were a little worried that it had something to do with the upgrade from the 2G to the 3G, which had taken place less than a week ago. Also, we'd thought they might have talked us through checking for some sort of wireless interference that might have caused it [I don't know if that's actually possible, but I thought it might be.]
The agent checked through the logs, etc., on their end, and said that the door must have been opened, especially since the alarm had been cancelled from the keypad on our end in what they deemed a relatively short time. [I guess she thought my husband was lying to me, and that he had opened the door and accidentally set off the alarm, but that was not the case. HE DID NOT.] I insisted the door had not been opened. It is not one that opens easily or quietly (one reason we rarely use it), so it's not as if someone with the right combination of keys could have eased it open without us noticing. And for reasons I won't go into, anyone but us having the right combination of keys to do so is highly, highly, highly unlikely. It's not we had a teenager trying to sneak in or out.
When we continued to insist that the door hadn't been opened, she said that ADT would and quot;monitor the situation for a few days to see if it happens againand quot; and would send a technician if it happens and quot;several more times.and quot; [We have a service plan.] I told her that I wasn't happy with leaving it at that, since we get fined for any false alarms involving a police run. She said that wasn't a problem because we could just cancel the alarm from the keypad and the police wouldn't come. Then I stated that there are a lot of times that no one is home to cancel the alarm if there is a problem with the system. She stated that I would get a phone call [on my cell phone] before police would be dispatched and could still cancel the run. By that point, I could see that I was getting nowhere with her, but we don't find that situation acceptable because 1) I don't answer my cell phone when I am driving, and 2) If we are away from home, we would have no way of knowing whether it was someone breaking in or a false alarm. Since we pay for service plan, it would seem they could have at least offered to come check our system for a problem. We pay about $152 per quarter for monitoring and service, and we have been long-time customers.
We are NOT happy, and we are looking for a new monitoring company.

The system once installed seemed fine, until we discovered that it was not communicating with the Central Station. We had been arming system for 2 weeks and all appeared normal until we discovered by a chance call to customer service that in fact the system was not notifying them of a problem. In other words, the alarm system was doing nothing except providing us with a false sense of security! When we called to request service we were told that the wait time for a service person to come out was once month! After much complaining from my wife they finally were able to give us an appointment within 48 hours. We had to cancel the first day of our vacation in order to be home when the service man came. After service came and supposedly fixed the system, we got a call when we were already on the road saying the system was malfunctioning again. Same problem. Our salesman has not returned our calls. We are canceling the service and will sue if necessary to  get our money back.

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I have been using them for about 6 years. The staff is always very cordial. They are very timely in their response when the alarm goes off. I have never had any problems contacting the company. The pricing has gone up in small increments over the years.

Spent a lot of time checking all aspects of our home. He was very thorough. Communicated well. Seemed to like his job! He was not a contractor, actually worked for ADT. He was great!

They didnt walk us into changing the battery for our system when I've never done this before. My system wont arm and disarm now and I really need to use it because their are always break-ins here.  I demanded a manager after speaking with Angie's List.  I told him I had been getting the run-around, and he sent someone out today and fixed it at no cost. I called this last time a lady told me wat to do as if she here with me .fixed

I've had problems with the system for several months, primarily false alarms.  It took several calls and several days to remedy.  They promised to waive the "trip charge" for service tech call, but I received a bill and it took multiple calls to get that resolved.  Customer service is terrible.  Very long wait times, multiple transfers and I started over with every person I was transferred to.  I've attempted recently to manage my account online, but that portion of their website has frequent problems and after multiple attempts to pay bills online, I gave up.  When I called to cancel, the agent hassled me quite a bit on the phone - to the point of arguing with me about canceling, calling into question my reasons for canceling and failing to simply process my request.  I can't get away from ADT fast enough.  Don't be fooled the by the big brand name.

It was a very bad experience. It was a few hundred dollars to install and I couldn't get it to operate so I canceled it within the allotted time. I sent a registered letter and telegraph to cancel it. They would never come back to get their equipment. I woke up one morning and people were pounding on my house with hammers and stuff. I went to the door and there was a fire truck and rescue truck. They said the alarm was going off. ADT had sent the people out. They broke a window and it cost me about $1,000 because somebody had hit the window with a hammer. I told them that the alarm had been disconnected for at least 10 days and they said that ADT sent them out. It was $99 to install the system and they were here for a couple of hours. I think ADT did this to trash me.

This company could not run a lemonade stand let alone a security system. Every time I call for help I am on hold for a minimum of 45 minutes and as long as an hour and one half! This has happened without exception. One evening I was disconnected, I think by them, on two occasions, and after spending three hours with them and three phone calls they concluded they could not fix my problem but they would get back with me within 48 hours. I never heard from them again. I explained my situation to a friend and he looked at my smart phone and corrected the problem I was having with Pulse within 30 seconds.I had a health care system installed and it lost power. I called and after a 40 minute wait while on hold they could not think why the power would not come back on. They scheduled a technician to come to my house. As I was signing off I took the device and plugged it into another socket and it worked fine. The technician  never even suggested I might try to do this.
I had a burglar alarm system installed and the technician left without synchronizing my fob to the new system. He is now coming back out monday between 8:00 and 12:00 to do what he should have done in the first place on I get to wait for an entire morning for him to arrive.
Today, I called regarding my bill and was place on hold for 40 minutes. When I asked for a break down of my expenses the girl could not get her computer to pull up the information. She told me I could get this information at MyADT.com. This required me to get registered. She was to walk me through the process but could not get me registered on a program that was to take 60 seconds or less. It would not work! She said she would transfer me to a technician in this area. I was then place on hold for 43 more minutes when another lady got on the line and after 25 minutes finally managed to get me registered. All of this was to take place in less than 60 seconds! This company is so dysfunctional I don't see how they stay in business.
I am going to stay with ADT just so I can see how much longer they can continue to be terrible. I thought Comcast was bad but ADT is number one in my books.

They have done the job. I have used them for about a year. I haven't had any issues. I think the price is cheap for what they do. Once I wasn't here, and the police came because we set the alarm, and we left and went back in to get something, so the alarm went off. The police came, and called my sister, so the response was good. 

We have used ADT for 10 years.  About 2 years ago, I called to find out about upgrading our system to a wireless receiver (we have to use a landline to stay connected at this point).  The cost was going to be around $350 to upgrade.  So I said no thank you.
So, about a week ago, I saw an ad on the television for ADT offering the free upgrade to new customers.  I called to demand we receive the free upgrade (as loyal customers for 10 years) and was shuffled from department to department for approximately 30 minutes.  I finally got on the phone with the 'Loyalty' department and had a 20 minute bartering discussion with the gentleman.  
Eventually, he agreed to do it.  But he did insist that their new PULSE product was better suited for today's consumer.  And, for no charge for installation or additional monthly fee, he would recommend that.  So I agreed.
Their work crew came out.  After looking at our existing security system and, specifically, our electrical system (we have a relay system), the installer told us that the PULSE system would not work.  He recommended the wireless receiver.  This is what I wanted in the first place!
So I called back this morning to talk with Loyalty again.  The lady I talked with basically kept drilling me about why our electric system wouldn't work.  I explained it twice, she didn't understand and asked again.  So I asked to speak with her supervisor.  She didn't even respond to my request....just kept going.  I asked again to speak to her supervisor...again, she didn't respond.  
So I asked her if her intention was to keep me as a customer.  She said 'Yes, it was.'   So I said that I needed to speak with her supervisor.  She said she could handle the situation.  So I hung up.
We are going to change companies at this point.

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J & C Alarm Services installed my new ADT system in September 2013.  It went out the 1st week and was out for 1 week before someone came to repair it.  The system worked for 1 month and went out again October 28th.  I repeatedly called ADT and J & C but no one would come and fix the system and they also would not give me an explanation.  ADT said they could not come and fix it because their contract with J&C said that J&C must maintain the system for the first 3 months.  J&C  would not answer my phone calls at the Indianapolis office nor their cell phones.  I called J & C's main office in Chicago and every time I called they said they would check and see when a service person could come out.  No return calls from them.  I finally called ADT the first of December and threatened to contact an attorney.  J&C came out and repaired the system the next week.  I signed a 3 year contract for this system.  If I could get out of this contract I would.

We have a coupon that has in real big letters, "FREE ADT Security System, a $850 value", which we wanted to take advantage for our new home. We called the number, and they made me give a CC number as to charge $99 fee for installation. They said this would be used toward our services and was more like a security deposit. When the 2 service men arrived, they were on time and quickly set up the "brain"/home system onto the wall. However, they were at our home for 8 hours!! Way too long....Anyways, they walked around our home to "assess threats" inside and out. They next went outside for hours it seemed like. Finally they came back in and laid out all the equipment you could buy and how much it would cost.  They gave us 3 estimates ranging from $890 to $2000. We explained we had the coupon and were caught off guard how much money we had to spend. They said, "This deal is better than the coupon you had." Apparently all you get with the coupon is 2 sensors and the home unit. I was annoyed that they lied and already were charging my CC the $99 for the home unit drilled into our wall. What would we do with the home unit and no sensors? We finally agreed upon the "cheapest" package...$900 for equipment plus $50 a month. We called ADT multiple times after the service men left to get our coupon honored. (You have a week to cancel the 3 year contract). Of course they gave us the run around, never returning calls, and sending us to another person who had no answers. Finally a rude ADT person told us he would rebate us the $99 like they said in the first place. To get our money back, we had to send a cashiers check for $4.95 to some outside service, and of course, 2 months later have yet to see a dime. Unfortunately, I wish I researched more before going with ADT, as they are a DISHONEST company, only looking to make a buck. Please save your money and go with another company.