ADT Security Services

Here's a fact based account of my experience with ADT: i. We have had ADT Security for our home for about two years. Initially the equipment was installed by one of their dealers. ii. The original dealer-installed equipment could not be adjusted for sensitivity (by their glass break sensors), and as a result our glass break sensors would trigger the alarm, usually while we were home in "Stay" mode. iii. The good news is that when they alarm was triggered by a false glass break or non-existent flood while we were home we were able to turn the alarm off and avoid having the police sent to our home. iv. The bad news is that those alarms seemed to be 2-3 times per week. The glass break would be set off by a sneeze, a Dustbuster or vacuum cleaner, a pot dropping to the floor in the kitchen, my daughter playing in her room, and a host of other times. I think you get the picture. v. We also have a flood detector in the basement. The original one would go off for no reason at all. Our basement is bone dry, and we have a dehumidifier that ensures the humidity down there remains pretty constant. vi. After a number of months with us calling ADT to complain and having to deal with the dealer who installed the system, and us asking to get out of our contract and to have their equipment removed from our home, ADT Corporate finally decided to have all the dealer-installed equipment, which I believe was DSC, replaced with new, ADT-installed equipment that I believe is Honeywell. vii. New equipment, but we did have the same issues and thus required their techs to come out and adjust the glass break sensors. For the most part, a sneeze or a pot falling in the kitchen would no longer set off the sensors. That is not saying that it was entirely acceptable. The flood detector was still going of, and was eventually replaced by one that required it?s own power source and mini-communication box in the basement. viii. Apparently the glass break sensor was still too sensitive. One day when our siding company came to install some siding underneath our outdoor sconces, one of the glass break sensors went off, and the police were dispatched to the house. The police report, which we only received along with the town?s invoice for false alarm calls, stated that the officer got the ID of the siding company employee working outside out home. ix. The new control panel was not without fault. Our cleaning person has her own code to enter our home. One day she could not turn the alarm off, and she, too, had to identify herself to the police who were dispatched. If I recall correctly, that day the only way she could turn the alarm off was by my giving her our personal code, which we then changed that evening. I get security and understand that one should never give out their security code. x. When we got the false alarm invoice from our town, I was not happy. I contacted ADT and explained that given my history with them and all the times I had reported false alarms, that I expected them to pay the false alarm bill, which was $100 for the second alarm (and would have been $200 each for any alarms after the second). The first false alarm in a calendar year is at no charge. xi. ADT?s reply to my request for reimbursement: Dear ADT Customer, Thank you for your recent inquiry to ADT.com. We appreciate the opportunity to address your concerns. Our standard operating procedures was followed and a work order was not requested to determine that the activation were due to equipment or system malfunction so the request for reimbursement is denied. While ADT will consider reimbursement for false alarm fines under certain circumstances, please note that ADT?s contracts preclude or limit responsibility for false alarm charges. Thank you for choosing ADT. It is our pleasure to serve you. Sincerely, False Alarm Team ADT Security Services xii. After receiving this reply, I contacted Anya who had been assigned to my case. I asked her how I could have ordered service if I had not known of the false alarm. When the siding people set the alarm off the alarm, I believe, automatically reset. They had never entered the house, so there was not need to enter a code. When I got home the evening after our cleaning person could not turn the alarm off, I realized that the code she had been using was not working, and seemed to have disappeared. I did call ADT to complain that it had happened, and they asked me if I ws able to reset the code, which I did, and the issue was closed. It seems that ADT is telling me that I had to have one of their techs come out to see the panel. What purpose would that serve Their equipment failed, and I was able to reset it. What more would their tech have done? xiii. I called Anya back after initially posting on FB, and even though the reply from ADT was by Andrew he simply handed my case back to Anya. I asked Anya to send me a complete history of my service calls and false alarms, and only then was told that ADT only has the history from when they installed their own equipment. They have no history of the false alarms when their dealer-installed equipment was in my home. I told Anya that she doesn?t have half the story, and needed to review the full history from Day One to understand how frustrated we are with their service, and again asked ADT to pay the fine. She still said no, this time offering to credit me one month?s service. I told her that one month?s service is not even half the fine, so it is not sufficient. This is where we stand as of today. My advice to you is to AVOID ADT! If you need a home security system, look elsewhere.

response from providers very effective,when alarms were triggered. Immediate response from operators.

ADT sets the customer up with a local agent in the area that installs their system. The guys that came out tried to give me an old system and did not have my best interest in mind. I did not feel like I could trust them because of the services/equipment they wanted to push on me. If you are not an informed consumer, I would become one in order to best deal with them. Otherwise, you will sign off on papers and get a system that may not be the best one for you. Please also be ware that if you have an old system installed in your house, they will try to make you keep that system and will not offer you the choice of an upgraded one. I had to argue with the 2 people that came out on 2 separate occasions to at least get the keypads replaced. There is also a 36-month contract that is not posted on the ADT website.

I have been using them for over 25 years. I stay with them because I do not want to change security services right now. With the last difficulties I had with them it took forever to resolve and get the carriage house disarmed. I did spend around $1000.00 annually when they alarmed both the house and the carriage house.

It is extremely difficult to reach anybody for actual service. They have no problem cashing my checks, however a great problem with their service.

Central office made an appointment with a sales representative. The representative did not show up at the appointed time, was unreachable through her cell phone, was not reachable by the staff on their central appointment service. Never got a follow-up call about why the person stood us up. Ultimately went with another alarm company. ($150.00)

I would say we are perfectly happy with ADT. We fortunately have not ever had an emergency, but they are there for us if we ever did. I can think of no problems we have ever had with them in the past, so I would say at the end of the day we feel good about using them to protect us and our home.

I would say I am satisfied with ADT. I have been using them for years. They have never given me any reason to switch home alarm system companies. They seem to do everything correctly, and they are responsive, so I am happy with them.

ADT is fine. When batteries ran out in our phones, they would call us and let us know they were getting a signal. They were very responsive and alert and stuff like that. If we used our alarm more and were continuing to use that whole system, we would actually still be with them now.

I consider ADT to be pretty average. They do what they are supposed to. They might not knock your socks off, but they get the job done that we need them to and they do provide us with a functional alarm system for our home, which gives us additional protection.

I have been with ADT for a while. I think they offer pretty decent services. They have never given me a problem. My paperwork and bills come on time. If I have a question I can always get in touch with someone from ADT too. I kind of like that. They are a larger company but I feel safe knowing that they have built up a pretty good reputation and they serve a lot of people. It gives me a better piece of mind too to know that I have a system that is functional to protect my home.

ADT is pretty good. I can't think of any major problems that I have had with them. They seem to do what they say they will and I have not experienced any robberies or emergencies so I would have to say they are fine.

No problems. The salesperson and the installation technician were very professional.

I have been trying to get them to make the necessary changes to my current ADT alarm system so it will be compatible with Charter's Internet phone system. No one returns your calls. Was told I needed one thing to make it compatible, now I'm told my system is too old and will need to upgrade. Meanwhile I have been without my alarm being contacted to ADT for 2 months. Technician called and asked them to call me back - they still have not. Currently searching for a new alarm company.

They came out to service my low battery but said over the phone that it was simple and that I could do it by just changing the battery. I indicated that I had a service agreement for maintenance and they agreed to send someone. When I DIDN'T have a service agreement when I first had a low battery they said they had to come out and was over-charged. These business tactics are sickening. There monthly maintenance is OK. When an alarm goes off-they seem to make errors on the "call list".

THE SERVICE AT ADT IS VERY GOOD BUT THE PEOPLE THERE ARE NOT VERY NICE. I LIKE THE QUALITY OF THE WORK BUT THE PEOPLE ARE VERY BAD AT WORKING WITH OTHER PEOPLE.

ADT SECURITY IS QUITE GOOD FOR HOME PROTECTION. THEY ARE VERY RESPONSIVE WHEN WE HAVE ANY PROBLEMS WITH THE SYSTEM. I WOULD RECOMMEND THEM TO PEOPLE WHO NEED AN ALARM SYSTEM.

I THOUGHT THIS COMPANY WAS EXCELLENT. I HAVEN'T HAD ANY PROBLEMS WITH THIS ALARM SYSTEM, SO I AM HAPPY. I REALLY THINK THEY DID A GOOD JOB AND THEY WERE FRIENDLY.

THE WORK THAT THIS COMPANY DID WAS VERY GOOD. THEY CAME AND SHOWED ME WHAT NEEDED TO BE CLEANED. THEY WERE ALL VERY POLITE TO ME WHILE THEY WERE HERE. I WOULD RECOMMEND THIS COMPANY.

ADT SECURITY IS A GREAT SERVICE. THEY ARE PROFESSIONAL. THEY EVEN SHOWED US THAT OUR ALARM SYSTEM HAS A FIRE ALARM IN IT AND A TEMPERATURE GAUGE. THEY ARE WONDERFUL.

I HAVE BEEN PLEASED WITH THEM. THEY HAVE SO MANY DIFFERENT LEVELS OF SECURITY THAT THEY CAN PROVIDE FOR A PERSON. THEY MAKE ME FEEL MORE SECURE. I WOULD RECOMMEND THEM TO OTHERS.

THEY DID A TERRIBLE JOB. THE ALARM NEVER EVER WORKED. THE ALARM ALWAYS HAD AN ERROR. THEY NEVER FIXED THE PROBLEMS. I FELT THAT THE PRICE WAS TOO HIGH. OVERALL, I THINK THEY ARE A VERY BAD COMPANY.

I HAVE HAD THIS ALARM SYSTEM IN MY HOME FOR FIVE YEARS WITH NO PROBLEMS. THEY ARE VERY RESPONSIVE TO ANY ALARM THAT GOES OFF. THEY ARE PROFESSIONAL AND THEY EXPLAINED EVERYTHING TO ME WHEN THEY INSTALLED THE SYSTEM.

THIS COMPANY WAS RECOMMENDED BY A FRIEND. IT IS REASSURING TO USE THIS COMPANY. I GET PEACE OF MIND KNOWING THAT MY HOME IS MONITORED WHEN I AM GONE AND THE PRICE IS REASONABLE.

IT IS FRUSTRATING USING THIS COMPANY. THEY ARE THE ONLY COMPANY THAT MONITORS OUR AREA AND I FEEL THAT THEY HAVE ME OVER A BARREL. THEY ARE NOT RESPONSIVE AND I FEEL I DON'T GET WHAT I PAY FOR. I AM FORCED TO USE THEM IN THIS AREA.