ADT Security Services Inc

We have been paying ADT for home security for about 10 years. No problems in the past. However, we switched form ATT phone service to Comcast in Sep 2012. The Comcast technician failed to hook up the phone line for the security system. So from Sep 2012 to Apr 15 we thought we had ADT monitoring of or security system but did not have it. ADT knew we were not hooked into their network, but did not notify us. They sent electronic voice mail saying I needed to test the system. I tested the system several times and did not receive any notice that the test failed. I leaned later that I should have logged onto their system to look at the test results. ADT did not tell me I was not being monitored. I only learned of the problem because I had another problem with the system (low battery). I learned that I can not depend on them to tell me when there is a problem. The supervisor I spoke with agreed that this is a shortcoming in their system. If you use ADT services, call them frequently to make sure things are going as they should be. They will get a call from me each month from now on (if I stay with them) because I can't trust the system to tell me when there is a problem.

I was not entirely satisfied with them because there was confusion in communication. I had a history of conflicting messages from them which took few weeks for me to sort out. They have to train their technicians since their technician did not install the device properly. I have used the device only through test mode since it was giving some problems because of system incompatibility so I had some issues. It was losing telephone connection and it was disconnecting again. They were very expensive when compared to other companies and my experience with them was not good. I had to spend a lot of time on the phone discussing issues with them.

I explained to him that I was only interested in the home monitoring pendant. I asked for a brochure. He neglected to offer me that and kept pressuring the full home security system on me. He didn’t listen to me and I warned him I would hang up which I eventually had to do.

They have been very good for us. We have been in the house six years. We have had a few alarm situations and they contacted us immediately. Usually, it's something we have caused ourselves.

ADT is perfect. They had to make a drill to install the box and they did it very cleanly. A salesman came before the repairman and he did the best he could to give us a good price.

I contacted this company to schedule an appointment for someone to come out to talk to me about the services provided. The gentleman I spoke to tried initially to send out a "technician." I told him I was not prepared to have a technician come out as I will be talking with other providers. He responded that as soon as I talk to those other companies call ADT to talk (via phone, I would assume) to a sales person. In a purchase as important as a home security system, I think that a company doing business only over the phone is outrageous ... and outrageously stupid. I wonder if ADT has ever heard of the old saying about "buying a pig in a poke."

They came around and installed the system. I am satisfied with ADT so far. The price is okay and I don’t think it is expensive. I am still using their service.

I really like the people that I talked to and the first thing I did was go through the phone book and look up for the different kinds of services that people offered and then I began to sense that most of the people advertising in the phone book were either ADT people that I would speak with to directly or to speak to their contractors which I did not want to do. I spoke to them directly and the people who I spoke to were wonderful since they really did a nice job of explaining what to expect and my daughter was very quick to pick up on how to do it and so I haven’t learnt as quickly as I should have but at the same time I could see where it is to a boon and its not complex. The pricing was much higher than anybody who was serving as their contractors so I asked them and they said that the equipment that they service and use in their systems are always the same kind and that’s Honeywell which sounded good to me since I worked in communications technology at UPAY so I know what those things are, I know who they are, and I know the level that they come in at. They were professional since they were very nice and good to me. I think that the personnel who drove form Lafayette deserves some kind of prize since he was excellent and he was on time.

The monitoring system was in another state in the United States. They didn't respond after the alarm went off in the middle of the night. I was really not happy with them. At the time, we thought the price was reasonable. Then the local one came along, and was much more reasonable.

They were good and the man who came out was very nice. I give them all A's and will use them again in the future.

Because we paid for the equipment installed by ADT, and pay a monitoring fee every month, I was not willing to pay a fee for repair. I felt the money paid to ADT was enough to cover what was required for the system to be armed. I have many sensors and if a fee is required for repair of each one when needed, that made the system too expensive and not competitive. This fee also was not explained at the initial meeting for setting up this protection device.

16 years. No prior dissatisfaction with original provider (Brinks Home Security), however, my first call for maintenance to ADT (acquired Brinks via Broadview) left a lot to be desired. I could not find the transformer to shut down a beeping siren and this frustration led to ab unproductive call to ADT, my fault. The call ended with my request to speak to the area manager for our market and the promise this would happen. 24 hours later I inquire as to when I might hear from the ADT representative and was told that the normal turnaround is 24-48 hours. This explanation was accepted gracious. 48 hours I inquire when I might expect to hear from ADT representative and receive assurances that they are contacting the local office immediately. 3 hours out and no call. No working alarm system. During this process, upon finding the transformer affixed to the outlet in a bedroom, I realize that the line to the transformer explains the hole drilled through duct work in my crawlspace with a wire run through the duct work. This was discovered 10 days ago when I had my crawlspace inspected and the contractor showed a picture of this and was puzzled by who would have done this. When I showed him what I thought was the line in for ADT, we concluded it probably wasn't them. Now I know since finding the transformer, ADT (Brinks) drilled through my duct work to run a wire to the wall outlet in the bedroom. Shoddy work out of view and a very unresponsive security provider to my needs leaves me with a level of dissatisfaction that would merit discontinuing service, but there is the contract and the ADT folks know a good contract and their reps are well versed in handling threats to discontinue while in contract, regardless of client needs. $34.99 for 12 more months and then I will switch with joy to Comcast. Folks, read online complaints about this firm before you seed security from them.

They helped me when an alarm went off, I couldn't get it off so they talked me through to get it turned off. The staff is very on the ball, they are right on it. They are great and our system even has an emergency button on it so we can get help right away. About 4 weeks ago I couldn't 911 on the phone and we pushed that button and they were on the phone right away and sent someone out immediately. I don't know why we couldn't get 911 on the phone, we pay for it in our phone bill.

Everything seems to work pretty well. Their price is about average. They installed it well.

The system is working well. They were very responsive when we had some questions. The price and quality of the equipment was really good.

I contact them if there are any problems. I feel safe with them. I have always been very satisfied. They contact fire, police, or ambulance if needed. They always have been above board. The price is good.

I will use them again in the future if the need arises.

I didn’t have to spend anything on their services. I just had to call and ask them a question. They were great. They were professional and they did their job. They told me everything that I needed to know and they left. I will use their services again in the future.

It went great. They were prompt, professional, and efficient. They gave us all the information we needed to know and the system works perfectly. I would recommend their services to anyone.

The technician arrived on time, quickly diagnosed the problem that arose during the previous service call and remedied the problem. The technician checked the system very thoroughly - at least it seemed thorough to me based on the extent of the check and amount of communication between our system and the alarm monitoring center. Our questions were answered thoroughly and we were satisfied with the repair.

The technicians did replace the battery. Although they said they thoroughly checked our system, I subsequently learned that they did not check it. Within an hour of when they left, I tried to arm the system and found out that they left the system with several sensors not functioning even though the sensors had been working perfectly before they 'checked' the system. That afternoon, I called the central ADT service number to report the new problem and request timely repair. The soonest they could schedule an appointment to repair the work performed by the technicians was 3 days later. Formerly, when ADT was Brinks we tended to have more robust service.

Very dissatisfied with ADT. They've been providing monitoring on our home for about a year. Tuesday we had a contractor come to our house to leave supplies for a job he will be starting soon; my husband forgot and set the alarm before leaving for work. When the contractor arrived he opened the door and set off the alarm. As is standard procedure, ADT called our house and our contractor went back in to answer the phone knowing that it was likely the alarm company. He told them he was here to do work and that he had tried to reach me on my cell but I did not answer. The woman from ADT who called had him tell her my cell phone number, verified that it was in fact my number and then hung up. No one called me or my husband or the police, she just took him at his word. It was an atrocious breach of contract and completely defeated the purpose of us paying them $48 a month for monitoring services. In the meantime I received a message on my phone from the contractor, called him back and was told what had happened. I called ADT to find out how this could happen. After reviewing the file, the representative told me I should speak with a manager and put me on hold to find one. After several minutes she returned to tell me no one was available, took my work number and promised a manager would call before 5:00. It has been over 24 hours and no one has called. Not only do they not do their job, they don't care about any sort of customer service. We will be meeting with other companies as soon as possible.

It went like described above. Nathan will be getting a call tomorrow. It seems like this must be a standard business practice for ADT, disgusting.

The original plan was to use existing wiring from an older alarm system but this could not give the service functions we wanted. The salesman and technician worked out a plan to use exisitng wiring where we could and use wireless detectors elsewhere. ADT discounted the charge for the wireless detectors to come close to the original estimate so we could get the service functions we wanted. The salesman brought a technician with him for the first visit so we could get right to the questions to be resolved and the installer was very careful about doing a neat job and cleaning up after his work. We like the system now in lpace. It is easy to use, works as we wanted and gives us security with a good company.

(Today refers to 5/24/11) My first issue with ADT was with the random placement of the limited quantity of sensors on my windows. I was not given an opportunity to choose which windows would be wired which did not meet my approval. For example, the installer made the decisions which equated to wiring a small butler's pantry window vs a large window nearby. Today, the sales manager suggested wireless connections which apparently has size drawbacks. He further stated correcting the original placement was outside the scope of their services. In a timely manner I contacted the designated point of contact, on 4/13, 4/19 and 4/26 regarding the window placements. I received no response to those requests. I was introduced to a new point of contact on 5/6 which was 23 days later. Today, the sales manager stated that providing me a $100 credit as punishment for their communication failure was outside the scope of their services. Approximately 5/14, I informed the new point of contact that the siren and smoke detector were not located properly. He informed me that I would need to inform by builder who would then inform his company. He did agree that I was not given an opportunity to specify the siren location which was also confirmed by the sales manager today. He did not know why the smoke detector was not placed in the location it was marked. I spoke to the builder regarding these items and I agreed for us to move past the issue. When I informed sales manager of these items, he said they could probably be moved, but correcting any drywall or paint issues would be outside the scope of their services. My expectation was that handling any paint or drywall issues would be your responsibility as they are a result of your errors. This was not an issue for other contractors such as electricians, cabinets and countertop installers who were making holes in my walls due to changes. ADT also handled installing the network and cable wiring througout the home. I was upset when I reviewed the work they had done in my basement regarding wiring for my network connections. For the wiring, this was either due to my lack of communication to them regarding my desire to independently use each of my network lines or their lack of communication regarding options or limitations of your network wiring services. I further wanted to be reimbursed for the expense of the network person coming out to correct their wiring. Today, the sales manager stated that reimbursement would be outside the scope of their services. I will also point out that a $25 part in place of the part they used would have fixed the issue. It would also give their clients access to each of their network lines so that they can plug each line into the equipment of their choice. I have been told repeatedly that my house is one of the most custom, one of the most upgraded and one of the most detailed homes my builder has built. I have been hands on with every step and every contractor. I have also had many changes throughout the process such as concrete, paint, siding, electrical, lights, cabinets and trim. In every situation, each contractor has taken care of the changes without any negative comments and without any cost to me. Furthermore, each change was done thoroughly and with no evidence as to the change being made. Even today, the electricians were out making more changes by moving outlets for me. Yet ADT is unwilling to complete equivalent changes to meet my expectations. Few changes I asked of the other contractors were a result of errors. Most were me changing my mind as I was fine tuning my home. ADT by far was the weakest link in the building of my home and the only company I had problems with. From nobody else did a hear that something was outside their services or that drywall/paint items as a result of a change would not be patched up. It surprises me that they are in the business of providing wiring installation to homes at this level with the level of service they choose to provide.