ADT Security Services Inc

I have been a customer of Brinks, then Broadview, then ADT since November 2006. I initially signed a three year contract and was informed at the time there would be no cancellation fee if I was a customer throughout the initial three years of the contract, which I was. I called to cancel, 4 and a half years later, as I am switching to a wireless system. Prior to canceling, I had to listen to the salesperson persistently try to persuade me into staying with ADT. Upon declining, I was informed there would be a non-negotiable cancellation fee of approximately $210. She informed me that despite what I was initially told, my contract renewed annually and I would have to pay the remaining portion of my contract which amounted to $210. This annual renewal, which requires no signature, was not clearly communicated to me when I initially signed with Brinks.

They were very punctual and knowledgeable.

The installation was free and now the monthly payments are $39. Their responsiveness was very good and I have recommended them to a lot of people.

I thought the service went very well, overall.

Please read this whole post and you will understand. Terrible from start to finish. We had used this provider, the exact sales man and office, to update our alarm system at our old house a couple years ago and had been generally pleased. That was not the case this time. We called Vincent Espinosa and ask him to meet with us to design and price out a new system for the house we'd recently purchased. He set up a time to meet with us on a Saturday. He didn't show up and no phone call, so I called his cell phone. He said that he'd meant to call me. He was apparently at home, because I could hear his TV in the background. Still people forget, it's happened to me too. So, we setup a new time to meet a few days later. He came out on time and we worked out an alarm system and a price. It was a pretty standard price with 'discounts'. We set up and install date for a few days after that. The installer, Franco, came out and went over the items to be installed and the rooms to place them in. Then the trouble began. The first problem arose when he started to install the main control box. We'd agreed which wall to put it on and that it would be completely out of the way. He put it in about the worst spot possible, right in the middle of the closet where the clothes hang. He did not cut the drywall, rather just took a hammer and banged a hole in the wall. I insisted that he it up near the ceiling above a shelf, so he moved it begrudgingly. Because it was moved, we were now stuck with a huge hole in the wall that had to be fixed. His fix was to cover it with 2 blank light switch covers that were barely attached. He also opened a door too fast in my son's room and the door handle banged a hole in the wall there too. The next issue was that once the alarm was installed he zoned it without talking to me at all. I said I wanted a couple things separated out for more control, and he told me that he would have to charge me for an extra zone (some thing like $100). I told him I wasn't going to pay for that, and he told me that he was going to have to get approval from Vincent. I told him to go ahead - he hesitated. I asked him why we couldn't combine other zones. He told me he'd have to reprogram the whole system and it would take longer. I said fine, so finally he did. The rest of the issues were just very poor service and consideration. I took my clothes out of the closet to get them out of his way and he set his dirty ladder right on top of them standing against my bed. He 'cleaned up' before he left. I found sawdust and little bits of wire beneath every area he worked (see pics) and a screw under the motion sensor. They did send a very nice man out a couple days after to patch the hole in the closet wall and behind the door, but it wasn't much of a patch (see pics). We were so disappointed, especially since they have a generally high rating and even awards.

The installation guy was very professional and diligent about his work. It did take longer than estimated but he stuck with it until it was right.

Very Badly. ADT did not take responsibility for a Alarm system problem and repeatedly blamed it on Bright house when it did turn out to be an ADT alarm system problem. And even though I have a $10/month maintenance fee ADT threatened to charge me over $150 dollars if they came out to the house and determined it was not an ADT problem. ADT seem more interested in making money on service calls that providing service to a 10-year customer. Background: I changed from a AT&T land line phone to a new Digital Phone service with Brighthouse on March 13th. Immediately I started having false alarms. I have a maintenance agreement with ADT so I called them for assistance. The assured me it was a Brighthouse problem and if they came out and it was not there fault they would charge me an extreme amount to come out a verify the cause was not an ADT issue. I was surprised given the fact that I thought my $10/month service fee would cover all Alarm issue. I then called Bright house to come back out to the house to check the new phone system to determine the cause of the false alarms. Bight house was very responsive and came out to the house over 5 time in the 3 month to try to resolve the issue (all with No charge). The third time Brighthouse came out and failed to resolve the issue, I called ADT again and they again made me feel bothersome by calling and assured me it was a Brighthouse issue. Brighthouse without fail continued to come out the house (free of charge) to try and diagnosis the problem eventhough they advised me it was most likley an ADT issue. After about the 5th time Brighthouse came out, and having replaced every part of the new phone system from the cable to the electronic components - I called ADT again. Only then, dis ADT offer to come out with Brighthouse at the same time to try to figure out the problem ADT could not come out for a week and a half - all the time I was without alarm service because of the false alarms. When ADT finally showed up with the Bright house Technician, ADT diagnosed and fixed the problem within 10 minute. Apparently the program in the Alarm system need to be set to pick up a different voltage with a digital phone vs. a land land - If the voltage is not changed in the Alarm program any voltage fluctuations in the digital phone line will cause the alarm to "think" the line has been cut. I have been an ADT customer for 10 years paying my $30 plus dollars a month for alarm service and another $10 dollars a month for maintenance support. I am extremely disappointed that ADT they did not consider the possibility that it could have been an alarm system issue. I had to take of many hours of work to meet Brighthouse on 5 different visits when ADT could have handled it on one 10 minute visit. ADT did not even apologize for their errors and/or offer me any compensation for going without and alarm sytem for over 3 month due to thier lack of willingness to solve a know ADT alarm system compatibality issue with digital phone se

Kurt Tucker talked with me on a Saturday and the appointment was made for the next Thursday. Ricky was the tech who worked most of the day to replace out current equipment. He explained in detail what he was doing as he did it; he cleaned up after the job was completed and did a great job of showing me how it worked! I will say, "Rickie really went the EXTRA MILE to make sure our phones were hooked up at the end of the day"!!!! Steve Miller and Ward Walker stopped by to check on the installation. They were impressed with the Ricky's installation plan. Kurt Tucker also stopped by to check on the installation, and he called at the end of the day to see if I had any questions. I am very happy with the upgraded system and new features it provided for enhanced safety. I am pleased with the customer service!!!!!!

They made sure we were happy with what we got. They evaluated our home and they suggested things that we hadn't thought of. They made sure our house was as secure as possible and I was very happy with them.

The installation was promptly scheduled. On the day the system was to be installed, the technician arrived timely although we were having a snow storm. He was also efficient in installing the system in spite of a power outage in our area for 2 hours during the installation.

Everything turned out well. They were professional and cleaned up well. They followed up with us too after the install. The supervisor stopped by and salesman called us after the install.

We are extremely pleased with the company. They respond wonderfully when the alarms go off and do everything when the police come out. They give us good advice too. The way they respond when the alarm goes off is just phenomenal. Their salesman did not seem to know what would be best for us, though.

They have had really good service. The only drawback with them was that they had our phone number wrong for a while, so when we accidentally set off the alarm it called our neighbor instead of us. They have always called right away if we have set off the alarm of anything like that. They gave us extra stickers. It seems to be a good system so far. We have been happy with it. They gave us a good discount for the sale.

It went very well. They explained everything very throughoghly and we are very happy with the services.

The experience went very well. I chose Brinks because of the price and reputation of the company. They were very thorough. They explained the work before hand. The technician was very professional. They cleaned up after themselves and answered all of my questions.

The installer, Brian Hardy, called when he was on his way and arrived at the scheduled time. Discussed the layout of the rooms and what I would need to cover all windows and doors. Since I live in a trylevel home, it was going to take more sensors that comes with a basic installation, so he called his company and Brian got his supervisor to go ahead and install the other sensor at no charge. His installation was very neat and cleaned up afterword. When he was finished he explained and showed me how to use the alarm system. Before he left he gave me a nice yard sign and some small signs to put around house.

very well, cleaned up after themselves, they were here all day, explained thoroughly how system operated, punctual

They are good. I can’t find anything wrong with them. Their equipment works perfectly. They are prompt, too. They are very responsive. They have offered me, at an expense of course, a few extra remote controls that make it very handy. There has been no need for them to come out again. They are definitely a good company.

Kurt responded quickly to my call re: pricing and gave helpful suggestions for the type of security needed. The installation crew came out and installed the system. The system is hardwired, so they had to run wiring throughout the house. They did a good job of "hiding" the wiring so the system did not look obtrusive. After installation, Brinks showed us how to use the system.

Technician RV drove his truck right up to my driveway between two garage doors. He did not introduce himself. He wrote up a service plan and asked me to sign without consulting me. It was raining and he came in and out of the house without paying attention to my brand new carpet. The worst part came when he finished the job and was in the truck doing paperwork and I did a walk through and found a basement door was not wired. It did not chime when I open it. I ran outside to ask RV to come in to fix it. He brushed it away by saying I did not hear the chime since it was on the main floor keyboard. I opened a second basement door that was wired and it chimed. I ran outside again to ask RV to come in. He got off his truck and looked very angry and came down to the basement. After he checked the door, he said he forgot to "zone it". He left his footprints, debris and old devices all over my house that I need to clean up myself. My sense is that he may have an attitude problem. He is just careless. If he can treat the job as installing a security system for his own family, he may treat customers more respectfully.

I called Brinks at a time when their local office was not open. I was routed to the call center from h***. I did not talk with a live person. I had to leave my name, phone numbers, address (including county) three times as I worked my way through their automated system. I gave a daytime phone number and an evening phone number. I was never called the day that my message was left even though it was at 7:30 am our time (call center was on central time). I was not called that evening even though I left an evening phone number. I called Guardian that same day at 7:30 am. The local rep (Kirk Booher) answered his phone right away. I set up an appointment to meet with him the following evening. They installed my system five days later on a Saturday. (I wasn't completely happy with Guardian either, but they were very RESPONSIVE.) The Brinks local rep finally called me 10 days later. I told him that I was very concerned about a security company that was that difficult to contact. He was less than interested in my comments even though I told him that the way their company is organized potentially lost him a sale.

They were prompt, courteous, efficient, and tidy.

It went great. The serviceman was very competent. I would highly recommend them. They require a monthly service fee that is automatically posted to my account. The prices are very competitive.

I was shopping for home security systems. I called their 800 number to sched an appt. A local manager called to confirm the appt. then started to sell me on the package special they had. I told her I would make those decisions after their rep came out. Their rep showed up at my house and handed me a proposal for a 1 door 3 window security system (their special) When I informed her I had more doors and windows than that she explained she was new and would have to call her boss. After talking with him on the phone she quoted me a price for a system. When I asked for details, she told me to get a pen and paper and write what she said down. I was extremely disappointed with the lack of knowledge, professionalism, and that I felt like they were trying to push off a system that didnt meet my needs simply because it was their special. Needless to say, I purchased a home security system from someone other than ADT.

Their rep Steve showed up on time. He was very knowledgeable and professional. We walked through our house and he detailed what needed to be done in each room. He was able to answer all my questions and address my concerns. He took the time to discuss his proposal in detail and explained every item. Their 2 man installation team showed up on time. They were professional and courteous. They showed me where the devices were going to be installed and went to work. When the installation was done, they went back and cleaned up in the areas they had been working. After clean up, one of the installers went over how to use the system and answered questions. Over all this was an excellent experience. Would highly recommend this company in the future.