ADT Security Services Inc

I had a bad experience with Protect Your Home which is not a direct ADT company, but is an authorized dealer on 7/28/2011. My report for that experience is also on Angie's List. My experience with ADT Security Services located on O'Brien Rd. in Columbus was a great experience. On approximately July 25, 2011 I met ADT representative Chris Perry at my fiance's place of business. Chris was there to discuss upgrades and new installations to an ADT system installed at my fiance's business. I found Chris to be very knowledgable about ADT security systems and I was impressed by his professionalism and courteous manner. My fiance' is deaf and Chris did whatever he needed to do to make sure my fiance' understood all discussion, this included repeating information several times if needed. On 7/28 I had an appointment to have a ADT system installed in my home. At the time I scheduled the appointment, I was not aware that the company was an authorized dealer of ADT, but not a direct ADT organization. I won't go into detail, but the appointment did not go well. I felt pressured to buy products I did not want and the installer used scare tatics. I came to feel very upset and uncomfortable and decided to contact Chris Perry because he had made me feel very comfortable when I previously had met him. I really wanted his advice because I had decided I did not feel comfortable proceeding with the installation and I knew I did not want to have further contact with the installer or anyone associated with that particular dealer on things such as future service calls/new installations. Chris informed me that it was my right to cancel the installation and ask the installer to leave my home. I told Chris that the installer's supervisor had informed me on an earlier phone call that I would be responsible for the payment I had already paid at the time of setting up the installation date and depending on how long the installer had been at my home I may have to pay an additional fee. Chris knew that I was upset and let me know that he would look into getting whatever money I had paid back for me and he said he would try to get an installer out the next day to install the system I wanted. When I spoke to Chris it was late afternoon and he called me first thing the next morning to let me know he was still working on getting someone out to my house. By that afternoon, Chris had arranged for installers to come to my house and install the system. The installers, Mike James and Tom Morris arrived and from the time they entered my house until the time they left they were nothing but professional and courteous. The difference from the experience the day before was unbelievable. They installed the basic system that I wanted, they never made me feel pressured to purchase items I did not want/could not afford at the time, answered all questions, and thoroughly made sure I and my fiance' understood everything. Again, both installers, took great pains to make sure my fiance' who is deaf understood everything. The installers were so courteous and professional I would have gladly gave them a tip, but they declined. I would like to stress that overall I believe ADT is a reputable company and within any large organization there are always a few "bad apples". My experience with the two dealers proved this to me. I would not hesitate to use the services of ADT and I would just tell you that if you have a positive experience to let others and if you have an unpleasant experience to let ADT know that as well.

In September 2010, I was selling my home and contacted ADT Security Services regarding transferring my account. As it turned out, my new home (which was still under construction at the time) was required by the builder to use a different security service provider. I called the ADT Customer Care several times to resolve this incident. I was advised by one agent that I could transfer the account to my home buyer if I provided the buyer's contact information. I provided them with the information and they told me they would contact them. After several weeks, the home buyer asked me again about taking over the account. I asked him, "Didn't they call you yet?" They had not called. I called Customer Care again, this time however, the agent told me that they did not transfer accounts and do not call people to assume accounts. I requested to speak to a supervisor regarding the matter and was abruptly sent to a voice mail. I left a detailed message and my name, account number and phone number. About a month later, I still had not received a call from ADT. I did however start receiving a bill for $614.69. Apparently they closed the account, never contacted the buyer (as promised) and began to bill me. This lack of communication continued for several months until I contacted the BBB and initiated dialog with ADT. I received emails from a woman from ADT Corporate Customer Relations who apologized for the incident but made no attempt to reconcile or assume any responsibility for the matter. Her last email advised me that they had no obligation to call or transfer the account and that I was STILL responsible for the amount due. This email was dated 4/21/11 and on 4/26/11 the account was sent to a collections agency. (My credit record is impeccable and is jeopardized by this action by ADT.) So much for CUSTOMER RELATIONS! I understand that ADT acquired Broadview (who was Brinks when I started the account) and they were going through some growing pains. When they don't care about the customer who has had a perfect account and has sent referrals to their friends and families, they have proven to be a company not worth using. Thank goodness for Angie's List where I can give my experience and make potential consumers aware of this problem. I do not recommend ADT Security Services as their lack of customer care and untruthful practices are evident in this matter.

Salesperson was prompt and efficient. No hard sell, just that facts and cost. Installer was prompt and efficient. Installation was very fast and accurate. Very good experience.

I called for installation of a home security system. I paid one price over the phone and was told I was all set for installation, then when the installer came her quoted me a totally different price and used scare tactics. BEWARE of their false advertising!

All in all okay. The salesman quoted the complete system which I agreed to get. However, when the installers came they said that I needed 3 more glass breaking sensors making a total of 8 and would cost $455 more. When I refused to accept this the installer called his supervisor and they agreed to give me two of the three. So I paid $155 more for the one. The installers did a good job and explained the system well to me. The system is working well and the company support has been good. Basically, I wasn't pleased with the salesman underestimating the job! Before investigating a security system I checked the list. I found a number of ADT listings some good and others not so good. It is my understanding that this company is ADT corporate and not a separate company selling ADT equipement. The list needs some work to organize all these companies. I think some are listed several times.

The sales man was very professional and on time, and he did a good job explaining the service. The installation technician was also on time and was very professional. He cleaned up afterwards and I am very happy with this service.

The salesman was very nice and informative. We ran into some problems with the old wiring so the system was a lot more expensive than I expected. It is a very good system and I am totally pleased with it.

I attempted to transfer service from my old home to my new home. Both homes have a security system installed so it did not require an additional installation. I used the website to initiate my request and a customer service person called me back the next day while at work. I explained the system said not ready but I was not at home to troubleshoot. I callled back at a later date and customer service explained they would need to send out a service tech. It was scheduled for Saturday so I would not have to take off work. The tech was prompt at 8am. He explained that customer service had issued the wrong request and that there was nothing he could do. He instructed me to call customer service once again and request TOS move. He said the system in my home was inactivated and I was continuing to pay for the system in my old home. He said I also needed to inactivate my old system. I'm not sure how this became so confusing as I wanted was to transfer to my new home. I'm so frustrated at this point I am taking my business elsewhere. As a long time customer, I was expecting a much better and simpler experience.

My daughter came over with her newborm baby to be there so I didn't have to miss work. The one problem she had is the installer took so many long breaks outside that he could have done the work in a lot less time. I noticed after they left that that he didn't clean up after himself very well. He left shavings & cut wiring in between the doors and screen doors and a few things in the basement weren't cleaned up well. As far as the alarm system goes, I do really like it a lot. It's easy to use and it makes us feel safer in the house with it.

The salesman Dave Johnson was great. Showed up on time has great knowledge of the equipment and offered sound advise. No high pressure sales tactics. Had demo equipment with him to show everything they offered. Out of several estimates we had ADT was the most professional and best value for the work done. The installer Tom showed up a little earlier for the install than the scheduled time (which was fine) had everything needed for the job, was very fast, cleaned up well and even repaired phone line that fell apart when touched during the intallation. Very experieneced and he did a great job. I would highly recommend ADT based on my experience.

We had a free installation with a charge of $42 a month, which is a high monthly fee. The installer did a great job.

We have been with ADT for 20 years but they said they couldn't find any replacement for our delayed door alarm that was worn out. They made no effort to help us in any way. Broadview gave us the special price from the Home and Garden show with free installation. We signed a 3 year monitoring contract and are very pleased with the wireless equipment. It took some work but they were able to install the wired equipment.

We are very happy with the system. It is easy to use and covers all of the security areas that we requested. The installer was extremely knowledgeable and helpful. We would definitely recommend this company.

Roger Miller very well informed about his product. Did not attempt to oversell. I emailed this vendor on a Saturday afternoon and was called back within 2 hours. Appointment went as scheduled, as did the installation. The technician, Mike Spencer very well qualified and thought very professional, was also very personable. This was a very comfortable experience for my wife and I.

They responded quickly and I am happy with their service.

Everything was great. Corey did a good job of explaining how things work and suggested things that made sense for us. Kris came out and did a great job of installation. The wires are well hidden, and he took the time to explain everything to my wife. We are very satisfied with the customer service before and during the installation.

I made 2 appointments with them and they never showed up for either one. I do have my security system with them, but I would not use them for security cameras.

They respond quickly when the alarm goes off, they are quick to come out if we have a problem with the alarm.

Our fire alarm through ADT started going off, we called ADT to tell them all was okay. They didn't show our system going off. After three dropped calls to ADT, asked to speak to a supervisor and he was actually more difficult to talk with then the initial sales/service rep. We've had ADT at 2 houses over 6 years - giving them the benefit of the doubt, but are switching to another company in a week when our 3 year contract is up. Bottom line is -- my family doesn't feel safe with their service. What would have happened if there was a fire, they had no idea? Isn't that the service we are paying for? What's even more frustrating is this isn't the first time we have had issues with response time and awareness of a problem with the system.

We scheduled the work. The technician arrived almost on time (he did call first to say he was running a little late). He was very experienced and very knowledgeable. He did all of the replacement work and thoroughly tested every component of our system. He asked for my input when some decisions had to be made and he thoroughly explained everything to me. He completed the work in less time than expected and was very efficient.

Called on a Monday, got estimate on Wednesday and was installed on Friday morning. Had all my questions answered about the new system.

Very well. Corey met with us initially and spent lots of time answering all our questions (we had a lot). He offerend advice, wasn't pushy, and was very prompt about getting back to us when we called with even more questions. Extremely professional. So was our installer, Craig. My wife and I are very impressed.

We had the alarm accidentally set off and Brink's had to come out to tend to it. I thought there would be a charge, but they came out and took care of the situation for free. My husband and I were pleased with that.

Michelle was very friendly and did not pressure us at all. The technician, Shawn, did a great job of installing our system and explaining the in's and out's as this was the first time we used a home alarm system.

The installation went quite well. They were willing to come in early, and it actually took less time than expected. Everything works well. The only downside was, while he wore booties while working and vacuumed up most of the shavings, there were a couple of places where shavings were left. Really, a minor complaint.