ADT Security Services

ADT installed an "Pulse" wireless home security system. where wrong door was programmed as the delay door and installed the keypad in the wrong location since the installer failed to call me as instructed by the job order. Installer ran the power wires to the wireless receiver/keypad behind the electric outlet cover. One of the receiver/keypad power wires apparently created a short at that outlet which caused the keypad to fail and caused the ground fault interrupter to trip that in turn lost power to the receiver/keypad, caused the battery to run down and the system to be inactive. I did not receive any notice of this system failure on the ADT application on my iphone nor any phone call from ADT. I discovered the problem when I attempted to disarm the system for a service provider who was entering the home. I scheduled service for Thursday of that week. When no ADT repair person arrived, I contacted ADT who told me service was mistakenly input for a date three weeks in advance of the date I had originally been told. I explained the problem and after multiple calls service was rescheduled was scheduled for 3 PM on the next day, Friday. Repair person arrived at 5:15 PM. Was rude. Told me two other customers' appointments were cancelled so that he could respond to my mother's home. After diagnosing, said that the receiver/keypad had failed and was not receiving any signals from the sensors. Then announced that he had no repair parts, but would enter a request to "order" the receiver/keypad and to schedule a return visit to complete the repair. I requested that someone from ADT call me to discuss exactly when I could expect the system to be restored. After receiving no return phone call, I initiated a call the next day, Saturday. No information available. Agent said he would call back. No call. Next day, Sunday I initiated a call to ADT. On phone for 90 minutes with four different agents. Initially said earliest they could have a repairman return was in 19 DAYS ! . After speaking with the fourth agent, return visit was scheduled for five days from date of my call. I plan that as soon as I am able to find an alternate security company I will fire ADT. Wrong installation. Failed installation. Slow, rude service. Failure to return phone calls and home was unprotected for several days. Simply ridiculous. By comparison, when the cable box on my cable television service malfunctioned I made one phone call and it was diagnosed and replaced one ay later with a cable box that he carried on his truck. He also used shoe covers, was polite and spoke intelligently. Apparently cable television providers have a greater sense of urgency and customer service than does ADT.

20 years ago Brinks (switched to Broadview and now ADT) provided Installation of home security equipment control panels and sensors. ADT provided monitoring service. In the early days (under Brinks' management) we rarely needed in-home repair service, but when we did problems were dealt with immediately: same day or next day at worst Recently the rates began to creep up in small increments(without explanation). Last week the entire system stopped working and we called immediately expecting prompt service. They were unable to schedule a service appointment until late the following month. We've spent hours on hold; being advised by sales people to upgrade (they could "get us serviced sooner'); shuffled off to customer service (who could do nothing); and then to customer loyalty. They offered us a 'deal' (upgrade at current price and free equipment) if we signed a 3 year contract. Today, 14 calls and several broken ADT promises later, I told them to forget it and cancel my service. Among all of the problems (too numerous to list) 2 major issues stand out: First, this is a *security* company but the promise of protection means nothing if they're unable to repair their equipment promptly. (offering an appointment over a month away). Second, it's the height of insanity to expect an unhappy customer to accept a "carrot" bound up with a 3 year contract which essentially then leaves the customer with no recourse should future problems occur. Over the years we have spent thousands of dollars with this company and see no reward for customer loyalty unless you count their attempt to hold your safety hostage by withholding service unless you upgrade to their more expensive, contract based system. We are already getting set up with a new provider and look forward to providing good news in a future review for the new provider.

ENDED UP BEING TURNED OVER FOR COLLECTION FOR BALANCE OF CONTRACT

Having the SAME alarm system in my house for 27 years (it's a working antique) I contacted ADT who is my current provider. They system originally was BRINKS, but ADT took them over. I requested that they cancel my service and figured I would look for another provider. They told me they would update the system with all new hardware and software. They told me they would upgrade the system and put in cell phone backup and get me key fobs. When the guy showed up, he tore out my panel and told me he would only upgrade the panel to current hardware. Nothing else. No upgraded software, cell backup or key fobs... as I specifically requested. I told him to put it all back and get out of my house. Now, this year, they raised my bill, and I'm still dealing with 27 year old technology. I requested cancellation in February, then in March. I finally got a call from them on May 1. I told them I had requested cancellation Twice and would not be paying them anything. I received a balance bill today. Now, I have been on the phone for 15 minutes on hold and the call dropped. Trying again! ADT managed to lose a customer of 27 years.... you think their service is lousy? You bet! Find another service provider. One with actual customer service.

Rather than go into a long rant I will only say that we have used ADT for 13 years, paying our bill on time every month totaling over $6,000 and the one time we asked for service I spent over 2 hours of my time on hold listening to how important my business is to them and how outstanding their customer service is and being dropped in the middle of a call with no call back...oh ya, I wasn't going to rant. ;-). I'll close by saying it went south from there. I cancelled my service and will never, ever use ADT again even if they gave it to me for free for life.

Terrible customer service. Enrolled in the EasyPay for months yet no payments taken. Then tried to use the website for a one time payment. Didn't work. Asked for help using online customer service. They state response should arrive in 48 hours. Took 11 days, and they called daily about concerns with my outstanding balance. Finally got it resolved after weeks. Never had this problem with Brinks or Broadview, and then ADT took over. I didn't want them in the first place, and now they haven proven why I didn't want them. Select someone other than an ADT provider if possible.

My experience with the local ADT company (Gaylord Security) has been positive so far. The installer was very punctual and professional. Yes, he did try to do some upselling, which is common for all of these services, but he was very pleasant when I declined some of the services. I did, in fact, take him up on a couple of additional services, as I was interested in those specific services to begin with and had not been offered those during my initial phone call. The initial phone call, by the way, was handled efficiently and relatively painlessly. So far, the system has been working well, and is relatively easy to use. I've only had the system three weeks, so I'm not sure how I will feel if there are service issues, as I haven't had any yet. The installer was very efficient and did a decent job of explaining how to use the system. There is plenty of documentation with the system. The installer also brought along the permit application, which you need to fill out and send to the Portland PD when you install an alarm system. You can also download this form from the Portland PD website.

The system just quit one morning and I called ADT. The number I had for a local service from when the system was installed 5 years ago was no longer in service and there was no local place to call. I called the ADT 800 number (actually tried all the numbers on my bill) and they were all in Florida and not particularly concerned about my service. The earliest they could give me an appointment was in 2 and 1/2 weeks! What's the point of an alarm system if one has to wait 2 1/2 weeks for service. I tried a number of times to ask for earlier service, but they refused and then kept moving my appointment to a more distant date. So several weeks later a serviceman from 75 miles away arrived. This was apparently the monthly visit allotted to calls in my area. He was fine, replaced batteries and repaired wires that had come loose when painters had done work inside my home. He didn't charge me, but I'm still annoyed that I had to wait so long and was still paying for a service that I no longer had. I would switch to another provider with local service if that was at all possible. Not having local service for an expensive, national service seems ridiculous.

We called after a break-in and they came in the next few days to install it for us. It works great!

Compalint regarding ADT Co. We had installed in our home in Cedar Mills the $99. install special that ADT was offering. We had motion and smoke/fire sensers installed. We subscribed to the monthly monitering service. Our home burnt down 2 Labor Days ago while we were away. The home was completly distroyed. We are being sued by ADT for the entire balance of the alarm monthly contract and an updated cost of eq. installed. (The $99. special install offer) Over $1800.00 Be aware that even though the entire home burnt down, you will be obligated to keep paying (sued) for monituring service for the length of the contract you agreeed to.

They finally fixed the sensors.

Very happy with installer and services provided. He arrived promptly and was very professional.

1 year after system installed, parts are routinely going bad after batteries have been replaced. 3 sensors have had to be replaced over the last month and ADT charges 25 for each of the service calls and typically cannot come out for about a week. Also although the service reps had a professional demeanor and test the system before they leave, within 12 hrs (so basically between midnight ant 3AM for us) the alarm sounds a message and there is a loud "problem with a sensor". It turns out that in a call into ADT for support over the phone late at night during a loud non-emergency alarm of a failed sensor, they thoughtfully explained that the system does a check 12 hrs after the rep leaves, which explains all the early morning alarms that have tried our patience and sanity. Also the person on the phone read what the last service representative wrote in the record which referred to alarm zones different than the those addressed and recorded in our signed copy of the paperwork We have used 4 alarm companies prior to this in other homes in different states, and have never had any problems until using ADT. We would never use or recommend ADT after these experiences. We should have known there would be trouble when the ADT contractor over-promoted glass breaking/vibration sensors in addition to all the doors, windows and IR sensors with a story about how it would cause alarms prior to entry and would help police assess point of attempted entry. Well, no matter how hard you shake the window, the alarm does not sound, which means that the window would have to break inorder to sound the alarm... I think a broken window is sufficient evidence of location without needing an additional sensor. Also the reps indicated that the glass/vibration sensors were more prone to problems which was validated with some Google searching Also the 2nd control pad in our bedroom is so bright that we have to cover it, and the service reps explained that that is normal. Poor quality components, service that is neither prompt nor resolve the issue to satisfaction, UN-necessary charges, over prescribing sensors that, at the least, require expensive annual battery replacement and won't let me out of my contract AFTER THESE TYPES OF PROBLEMS without having to PAY over 600 bucks for turning it off. I can't imagine ANYone would use ADT's expanding security services of remote monitoring when basic security services and components are so unreliable and disappointing. Had we received excellent performance, we would have added features and services, but instead we will pay to cancel service at this point and bring in a service provider that prides themselves in quality reliable components and service.

Wish we had checked Angies list first. It started bad and went downhill. We paid our fee, had multiple false alarms, tried working with the company for several months, and never got the system to work properly. They called us about every other night for weeks because our system was telling them we had pushed a medical alarm key fob, but we didn't own one! We had 4-5 service techs come to our house to "fix" the problem, only to have it happen the exact same way. They even dispatched the fire department to our house twice in the middle of the night. The final time we specifically asked to not have any of the same techs come out - thinking a new set of eyes might help. They sent someone who had already been here! Needless to say, after giving them "one last shot" at fixing it 3 times, we decided to cancel. They told us to contact corporate and request the termination fee be waived, and according to their guarantee they will refund everything if they don't fix your issue within your first 6 months. It was well within 6 months, so we cancelled, and then received a bill for over $700 from a collection agency! I called and called, no one could tell me what was going on, only that we had to pay it but could work with the collection agency for a payment plan. Finally I spoke to someone who said we had to have a tech come out 3 times for the same issue in order to meet their guarantee. We did have that, but THEY ONLY DOCUMENTED HAVING ONE PERSON COME OUT! This is their very unethical way of getting around the guarantee - if they don't show you had someone come out, it doesn't count! How I wish I had taken video of every tech that showed up. I had dates, and one guys name, but since we didn't have other proof it looks like we are stuck.

I drove into my driveway to and saw that my front door was wide open, I entered the house to find that someone had completely torn up my bedroom looking for things to steal. They had broken into my house through a side door setting of the ADT ALARM SYSTEM. My ADT alarm system was flashing that it had been set off both the doorway sensor and the motion sensors. I saw that a call had been made to my cell phone 15 minutes earlier, but I had the sound turned off due to a meeting I had attended at work. I returned the call to the number given to me by the voice mail. I was told that I had reached the wrong number, I double checked the number and it was the one that had been left. I was given the correct number and called it. I reached a technician or sorts who verified that they had received the alarm, and they had attempted to call me, and my wife and when they could not get hold of either of us, they called......A Security Company......I asked why they had not called the police and was told that the police did not want to be called and they were to call a contracted security company. I called 911 and they responded within 5 minutes, and I asked them about this policy and was told that they did not have any policy in place for them NOT to be called. By the way NO SECURITY COMPANY contacted us in any way. My final assessment is the equipment works fine, it is the the ADT staff that can only be described as inept. I will seek my security help elsewhere and encourage all people looking for security service to steer clear of ADT.

HORRIBE! We bought our house 5 years ago with a pre-installed security system (thank God we didn't have to deal with this company on that front). I don't remember the name of the initial company we dealt with; but it was acquired by Broadview, who was them acquired by ADT. Everything went smoothly until ADT took over. We had all our bills paid via e-bill initiated payments provided by Bank of America. I received a phone call one day saying they hadn't received payments for SEVERAL months. I don't know why we hadn't been mcontacted sooner, but after investigating, we were told that ADT had simply discontinued the ebill service and you were now expected to use ADt's online bill pay. I was very annoyed. Bank of America still shows ADT as able to send e-bills; it's apparently a lie. To make things worse, I couldn't even log into ADT's online system to setup those payments. The customer service rep was terribly rude, and denied there were any problems on ADT's end. Once she found otherwise, she still brushed me off without so much as an apology saying "try again later". As far as I recall, I did eventually manage to setup the auto payments (at least it was checked off on my to do list); however, I received another call today (by another rude rep) to say they had again not received payments for SEVERAL months. Another huge, unexpected bill due to their flawed payment system. Worst of all, our house was actually broken into last October; alarm sounded, but the burglar still managed to make off with several items from upstairs and downstairs of our home. The police officer said he was within 2 minutes of our house when he got the call, so it apparently just took too long for them to be contacted. Everything about this provider has failed for us. We are currently looking or a new provider.

My alarm has not been working for a few months. I called to let them know and they verified that it was not working. I tried to cancel my account with them but they denied it. They said that I was in a contract until 2013 and would be charged to cancel. Since my service isnt working, someone has come into my home and taken my personal belongings. I do not feel that I should have to continue this service that has failed me.

This company truly sucks! I've had multiple false alarms (in the middle of the night too) and their customer service reps/technicians have no clue what they're doing. The last technician that came to my house left me with a dead pad.I despise ADT! They suck big time. My system has been doing nothing but give me grief ever since I activated it. The only reason I went with them is that when I bought my house, the system was already here (previous owners). Their sensors are defective and the alarm goes off in the middle of the night due to these defective sensors. Their customer service sucks! The company is ran by and filled with a bunch of morons!

When they came out, they were very courteous and very efficient. They were in and out of my house in almost no time. Before I bought the system, the person went over all the different options, which I thought was very helpful in analyzing what my needs were and what their services were in order to match it up at the best price.

We've had good luck with them. We've been a customer with them for 3 years.

The system, once installed, never worked correctly. After months of constant beeping and false alarms and resultant calls to ADT and Protect Your Home, ADT sent out a technician who said the Protect Your Home technician who initially installed the system had not done it correctly. The wireless system they installed had NEVER been protecting us, as it turned out. When asked about a refund for the services for which I had already been billed, the rude ADT technician told me to call the billing department. No luck there either. December 2012, almost a year after installation, a Protect Your Home rep called me in response to a formal complaint letter I had sent to ADT and Protect Your Home, and told me ADT would be refunding my installation fees and monthly fees due to the fact that the service had never worked for us. She initiated a three-way call with an ADT rep who confirmed that I would be receiving a refund within two weeks. That money never arrived. To add insult to injury, I have now received a collection notice with a past due amount of over $900! Absolutely unbelievable. I am being double-charged for services I never received and as a result of ADT's utter customer service ineptitude, my credit rating is being affected. We all need to be wary of companies like ADT who prey on home owners security fears but whom are, in reality, part of the problem rather than the solution. My experience with ADT Security has been, hands down, my worst customer service experience ever.

They are relatively painless. One day my son smashed a chair into the phone. The next day they called me to see what was going on. That was amazing.

Jeff did a wonderful job and I look forward to using ADT for my security needs.

I would not use this authorized ADT dealer or use this company's services ever.

How did it go? It didn't. ADT never showed up, never bothered to call. My home has been protected by Brinks/ADT for 11 years. The system turned out not to have been working for the last year (year!), and when I called about fixing it, ADT originally wanted $200-something and a significant increase in monthly rates to upgrade to a system that worked. We decided that we'd gotten along just fine with only a loud alarm for the past year, so I called back to cancel. The "customer loyalty rep" offered to install the system for free without increasing the monthly rates, in exchange for a 2-year contract. I agreed, and they promised to come out between 12 and 5 on 9/23/11. On 9/22 ADT sent an email reminding me of the appointment, and I took a vacation day from work and stayed home to wait for them. On 9/23, I waited all day for ADT to arrive. At 4:50pm, I called the number from the reminder email, the national office, to ask for their ETA. The rep was puzzled; she said they should have finished by now. She called the local office (Branch 700, they call it), and after a long wait on hold came back and told me that the Portland office apparently had parts on back-order, and so they had canceled the service call...without telling me or the national office. The local Portland office had also forwarded the phones to the national office so that she couldn't reach them again. She had no way of finding out when the service would be rescheduled. She promised that she'd have the local office call me before close of business Monday to give me an update and reschedule. I warned her that I couldn't take another vacation day for a daytime installation, and she promised that the Portland office would reschedule installation after hours or on the weekend. Monday came and went without a call from ADT. So did Tuesday. At 4pm on Wednesday, still without a call from ADT, I called the national office again, and canceled service entirely. To tell you the truth, I have no real complaints about ADT as a national company. But it was obvious that the local Portland office wasn't interested, and I'm not interested in begging. The ADT rep has scheduled time for the local office to come and uninstall their "board." What do you want to bet I never hear from them again?