ADT Security Services Inc

I was changing alarm companies and called to cancel my month-to-month contract. They told me I could not close the account because I did not have the password. This past April, the company took one of my tenant's names on the account and overrode my account and contract, even though they were still billing me. They did not notify me of this change even though they still billing my same card. When I called them in August to cancel the contract, they informed me that I could not because I did not have authorization on the account (that I was paying for!). I spoke with a supervisor, and they have been difficult to work with through the process. I have more of a problem with an alarm company that will change the name and contract on an account without the owner's consent. The money is not the issue with my complaint, it is the principle of the problem I want resolved.

The service personnel worked their tails off. Unfortunately they left most of the windows unlocked after they left, after assuring us they locked up. Their technicians took their smoke breaks off the property per our request, but hung out on another company's trucks. This included putting their trash in the other company's truck bed, cigarette butts, also. They put their drinks on the hood of the truck and finally put a couple of the Brinks home system zone listing stickers on the tailgates of two trucks of another company. Real funny; now I have a very upset contractor with this juvenile behavior. Up to that point they were OK. The Tech. Mgr. listened to the issues, but said he was not going to reply after negotiations and left. The contractor wanted Brinks to pay for removal of the stickers and clean up of the trucks plus a letter of apology. Probably won't happen. Poor professionalism.

I was very impressed with Shane and signed a tentative agreement to get an install date established. Then some friends talked me out of it because of the three year contract, so I called him to cancel. He was very nice about it and said that would be fine. The next day I talked with people who had the service and with another trusted friend who said it was a small monthly amount to pay if it would provide peace of mind. I called Shane and was able to keep my original install date.

WE HAD A GOOD EXPERIENCE WITH THEM SO FAR.

My experience with ADT has been a complete nightmare. There is not enough space here to list all of the problems I have had with the security system and the company. To list a few: my alarm has malfunctioned in the middle of the night on several occasions, my phone calls to the company are not consistently returned, technicians have not shown up, I have been billed for service and protection I have not received, and I was told to purchase a part that I was later told I did not need. The company refuses to give me my money back for the installation of what is clearly an inherently flawed system, the unnecessary parts I was told to purchase, and the fee for the police coming to my house when the alarm has malfunctioned in the middle of the night. This has been going on since August of 2006. I am still trying to get my money back from the company, and they continue to give me the run-around.

It went very well. He arrived on time and worked steadily and efficiently. He cleaned up dust from drilling and attempted to do the least obtrusive installation possible. Unfortunately, he did accidentally move 2 air conditioning ducts off their vent outlets. We found this out some weeks later when we had our AC serviced and insulation blew into two rooms. Other than this, we were very pleased with the job performed.

The installer did a great job of installing the system through our old plaster walls, and all of the wires, monitors and sensors were as out of sight as they could be. They were very prompt in installing the system as well. The system was installed within two days of meeting with the sales rep.

We received a quote on a home security system. The rep was extremely knowledgeable. He had a lot of information and pictures, and he was able to answer all of our questions. We were very impressed with the quality and professionalism of the company and the presentation. He designed a system that was exactly what we wanted and provided a detailed quote. When we called him later for more information, he was similarly helpful. The Brinks system requires that wires be installed connecting all components, but they would have been able to do this (behind walls, etc.) despite the fact that our house is 8 years old and had no existing security system. We were quoted about $835 for a system involving multiple window, door, glass break, and fire monitors; monitoring is about $32/month plus $5 if you want a maintenance contract. Ultimately, we went with another company (Brinks cost slightly more), but it was a toss-up between Brinks and the other company - both were impressive.

Brinks was the much more affordable option, including giving a discount if I paid for the 12 months of monitoring all at once. The installer was professional and cleaned up after himself. I feel safe with the system, and the options they offered were better than the other company I got an estimate from. They called and confirmed date and time of installation, and the technician arrived promptly at 8:00am.

Salesman, Shane Lewis, was very personable, knowledgeable and answered all questions. Dustin Wolfe the technician was very good. Very satisfied with the experience.

The salesman was very good at explaining all of our options and answering any questions we had. The technician who installed the system was very knowledgeable and did a fine job.

Very good workman. Our workmans name was John Dare. Very neat and clean, came right on time.

So professional. Came out right away. The alarm they installed is so easy to use! They didn't make a mess in my home. Every time I call with a question, they answer it right away or call me right back. They are very patient with me.

Salesman was very knowledgeable, honest, informative, and friendly.

They are very good at calling me when there are problems.

This company has been around for a long time, so I gave them a try, and they far exceeded my expectations.

Brad was fabulous! Despite not having signed up for the warranty service agreement, Brinks agreed to let us start a service agreement if the charges for the repair would exceed the cost of the agreement. Brad came to our house and quickly realized the line didn't need repaired but that we had messed up the phone connection it used. He worked for less than ten minutes and then explained clearly the situation. He also explained what alternatives we would have if we again had problems with the phone connection. He told me there would be no service call charge. While he hadn't really fixed anything, he had taken the time to come out to our home and had spent 1/2 hr. here explaining things, so I fully expected to have to pay for his time. Very pleasantly surprised. He said they were more interested in having a satisfied long term customer than making a little extra money. He reminded me to be sure to call the local office vs. national for any future needs to ensure the best service.

The technician was great and very thorough. We felt very comfortable using the alarm right away and love the service from Brinks.

It was expected to take 2 hours. It ended up taking about 4 hours because the installer had problem with the older system I had in my home (about 10 years old). Even so, the installer was very nice and patient instead of getting frustrated. She was persistent in asking for help with the other Brinks people at the home base.

Had a consultation for setting up home security. Signed on for preliminary service, but it was never started because I had no land phone line. Eventually, I decided not to use ADT for security service. I notified the representative, who told me I would see a refund on my credit card statement. Not only has no refund occurred, I have received another $200 bill for services never rendered.

We had a sensor go out in our system. A repairman came out and tracked down the cause (we accidentally severed a wire doing some remodeling) and promptly fixed it.

An appointment was scheduled the next day. Will arrived on time, was professional, pleasant, and helpful in understanding the system. His knowledge was limited because he wasn't a tech, and wasn't sure if system was in working order or not. Said usual fee is $85 to review existing system with customer. We did not go with ADT because their monthly rates were higher as well as a new installation, and they required a 3 year contract, which we wanted to avoid if at all possible. Also, I didn't appreciate a company that would charge $85 to show a potential new customer a system that's already installed in their home. Will was a fine representative. I didn't like ADTs customer service practices and would be worried that, as a customer, they'd try to tack on additional charges over the 3 year contract period.

Every other company I interviewed said it was impossible to hardwire my home since it was a 3 story home, including a finished basement. Brinks not only hardwired it, but also you wouldn't know that it wasn't established with the building of the home. The sales process was completely explained and low pressure. The installers were professional and knowledgeable. They listened to my concerns and needs, and put together a package that I am completely satisfied with. The installer did have to change some things around from what the salesperson set up, but did so adding more benefit without more cost. The back light of one of my keypads wasn't working right after installation, and they came out promptly and without charge to replace the part.

While we've never had an emergency they have always been quick to respond and handle false alarms. My dissatisfactions comes from their billign department. I switched over to an automatic quarterly payment plan this year and due to a glitch in their system the collection dept was notified that my annual fee had not been paid. Besides the collection calls (which were fairly polite) the utter nastiness and unprofessionalism of the customer service agents I had to deal with at their billing center was terrible. For the amount of money I've been shelling out for the past few years, I expect to get some decent treatment, even when a problem needs to be straightened out. Things, hopefully, have been cleared up now but I will not be renewing my yearly contract.

The ADT representative called, made an appointment and was punctual. He did the work that was required, plus two additional service items I wanted, and did a good job at a reasonable price.