ADT Security Services, Inc

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We would use them again in future.

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My parents have used them for years. They had a really good rating and they covered what I needed covered. We liked what they had to offer. The workers were very nice.

The technicial was prompt and very professional and explained the system to us before leaving. He seemed very knowledgable regarding setting up system. The sales rep was very helpful going over the different systems and pricing. Overall, a very good experience.

Very poorly. The sales person, Dawn Viall lied to me concerning a discount that I was assured I would get and didn't. The installation was disorganized and took 4 visits because of incompetence. The installation team stole parts of my old security system that I told them I wanted to keep and refused to return them. The resolution team at ADT kept promising to rectify the fraud and theft but continually shifted responsibility to different people who were unresponsive for weeks at a time. The resolution team at one point even proposed a solution that was acceptable to me and then again kept delaying the resolution for months, by shifting responsibility to different people who would rarely return phone calls. They then again lied and denied that the person who proposed the resolution had done so, and refused to allow me to speak with that employee to ask why they would not now honor the resolution. This company is extremely dishonest and I do not recommend them.

We did not have the system installed, but they showed up to install it that morning. The product was great. The salesperson addressed all our concerns and we were really satisfied with what he was suggesting and we set up an installation date. On the day of the installation, due to a lack of communication or a lack of knowledge, what we wanted to be installed and what the installed wanted to install were totally different. I did not have a problem with the salesperson, but the installer was a disappointment. I felt that he was impatient and was not interested in looking for a solution and also felt like he did not want to do the work and was looking like he wanted to be at the next job. I felt he was a little rude. Their responsiveness was pretty good and came when they were supposed to. I would not use them in the future.

At 4:10 pm, I called ADT to find out if the technician was enroute. I was told, "the technician was there and he could not gain entrance to the property." I responded that I had been in the house since 10 am and no one had come. The representative promptly replied, "the technician has pictures to prove that he was in your driveway." She added, that "he waited for 10-15 minutes there." I challenged the representative's statement as not only was I home during the time, but my son, daughter-in-law and their dog had been visiting as well. One of my daugthers was also home. I checked my caller id and confirmed that I had not missed a telephone call from the technician who allegedly sat in my driveway for 10 minutes. I also asked my husband to ring the door bell to make sure that it had worked. The represenative put me on hold to speak to the service coordinator who merely parrotted that there were pictures to prove that the technician was there. I asked to speak to a manager to inquire what the practice of the company is when a technician arrives at a house. I expressed my view that at a minimum I would expect the technician to ring a door bell and to call the home telephone number to try to reach the occupants. I was told that no managers were available. When I asked to speak to the service coordinator, I was told that he was busy with other customers. I asked that the service coordinator or another manager call me back. Two days later, no one has called me back. As I promised ADT, I cancelled my monitoring contract (more than $350 per year) with the company today. The customer service was atrocious!! Assuming for the sake of argument that a technician did in fact come to my house (maybe he went to the wrong address), he should have rung a door bell or called my house to gain entrance to the property. In retrospect, I am happy not to have had people in my house that think so little of their customers. Rather than even trying to find out from the technician whether he tried to ring the door bell or why he did not call my home number, the company dismissed me out of hand with the mantra, "he has pictures of your house." I am confidant that I can find another company that can fix my alarm system, monitor it for almost $400 per year and treat me with respect during those few instances when I need their assistance.

When we bought the system, we were told that after the initial monitoring contract expired they would keep us at the same rate and that the rates for existing customers would not go up. When it expired, we checked with other monitoring companies to get estimates and were told that ADT was now using proprietary equipment, which meant we could only use ADT for monitoring. ADT's monitoring rates went up in the ensuing years, and there was little we could do. For this reason, I strongly recommend against using them.

We purchased a house with a system installed. I called to have it turned on--something quite simple. They sent a rep name Mark who struggled with everything from figuring out the alarm system to filling out the paper work. He did an extremely poor job explaining what he was selling us and he never went over the terms of the contract, but I was happy to see him go because he was painfully slow and at one point we both thought he may have had a few drinks before coming to our house that evening because he seemed to have a lot of difficulty focusing, remembering and moving things along. One of the things he convinced me that I needed was a "cell guard." I asked him how much it was and he sat down and did some calculations and told me that it was 34.99 a month as opposed to 24.99 a month. He neglected to mention that there was also an upfront cost of $189. As he was leaving he asked for a check for $189. I asked what it was for and he said "the cell guard" as if he had mentioned it already. He also added an extended service plan, which I told him I did NOT want. He said that it would cover the existing system, so I reluctantly agreed. He was clearly dishonest and I should have terminated my relationship with ADT at that point, but I overrode my gut instinct which I now regret. Two weeks later, Justin came to turn the system on. It was working fine when he got here, but he locked up the box using the wrong code. He couldnt figure out how to unlock it, so he told me I had to buy a new box. I figured it would be covered by the (useless) warrantly as Mark had promised, but of course I found out it was not. The following week a tech named Ibrahim showed up to install flood protectors. I told him the issue was not that I needed flood protection, but that my box was locked up so we couldnt use the alarm. He said that he could not fix it then and made an appointment to come by again in two weeks to install the box. Before Ibrahim could come back, I found out that we were already being charged for security monitoring services. I called ADT's billing department to ask why I was getting charged when they had never set up the alarm and in fact had messed up the alarm that was already here--and they agreed that we should not be and promised to have "Mr. Bowen" call us to discuss the matter. Of course we never heard from "Mr. Bowen," instead we heard from the original sales rep Mark who once again made a bunch of promises and false representations about the equipment and services that we would be getting for free. All of that lead no where as Mark was the dishonest rep who go us into this mess to begin with. He later called back and said his supervisor would call us...but of course no one ever did. So, we now have no alarm service and a messed up box, thanks to Justin at ADT. AND we are being charged for monitoring and have been for weeks--all while waiting for "a supervisor" to call us back. DO NOT DO NOT DO NOT USE THIS COMPANY! I couldnt believe the company was fraudulently billing me for services they never provided, and charging me for products that were working fine when they got here, so I googled them and noticed that this company has a long history of bad business practices. I will now have to file complaints with my bank as well as state and local government agencies to get my money back and I just want to save others the hassle of losing their money as well.

Deepak is definitely the guy you want to come out to your house. As a Federal Law Enforcement official, I am very concerned with my family's safety. I was very particular in what I thought I wanted. Deepak came out and did a complete assessment and showed me how I could get the same security, even better than what I thought, for less expense. He didn't try to upsell me on fancy upgrades or pressure me to go with higher end system. He just presented the facts and discussed the best coverage for my house. He was an extreme gentleman and was extremely knowledgeable about his product. A week later the installer came out and was done within 6 hours and even left me an extra sensor for a new door that is on order, so I wouldn't have to pay for a return trip or extra install. Deppak came out to the hosue about an hour after the installer left to make sure everythign was okay. The only qualm I had was that the installer made a mistake and drilled a hole in the wall in the worng location ny mistake....he filled it and I will end up painting over it, bt it's not that big of a deal.....although I do have to mark down a bit for quality on that one.

I had a very unpleasant experience with ADT. I pay extra money each month for a service contract so that if I have any repairs that need to be made or issues that come up I will just have to call them up and have them put in a work order. The first issue that I ran into was that they would not tell me where they were located. The second problem that I ran into was that they tried to blame the issue on another company. When I called in I was having two problems. The first was that part of their alarm system had fallen off of a door in my home and the second was that the alarm was going off. When I called in and told them about my problems they blamed the part that fell on another company and told me that they did not have the alarms listed as being activated. I had to spend four and a half hours on the phone and had to speak with six people before I could get someone to put in a work order. Following the work order being put in I myself had to call the ADT office nearest me to get someone to come out and do the repairs. When they finally came out they tried to charge me for the service call. I thought that was outrageous since the ADT system is supposed to make me feel relaxed and safe in my own home. The only thing that impressed me was that the technician, Mr. Wilson was very knowledgeable about the system. I have a Simon Alarm system which is a talking alarm system and he understood everything about it. I have had ADT send out technicians in the past who have no idea about my system. So after waiting two hours the technician will show up and not be able to do a thing. Mr. Wilson has been with ADT for years and understands all the alarm systems that ADT uses. When Dr. Wilson comes out to my home he gets the job done quickly, fix my system, and leave. He is one of the most polite, refined, and knowledgeable people in the alarm area. Ted Peterton, who manages the Springfield office, is also one of the most professional and knowledgeable people in the alarm area.

During the installation process (which was punctual), the installer realized that he forgot to get us a second remote control keypad activator. He was supposed to get it for us and install it a day or so later. It's been almost 3 weeks since then, with no callbacks to our repeated calls. Their responsiveness is almost zero, which makes us think that the ADT system is useless.

They put in a device which in case of fire contacts the fire department and they also put the alarm system. We have pets so they put both the wireless and the normal alarm systems. They explained every thing before leaving as how to operate it and how it is going to work. I haven't had them come back after the initial visit which is a good thing. There was a complication in installing the keypad because of the design on the staircase.

ADT is now dominant in the field no per in starting new with another company.

Contacted company who came out the same week and provided an estimate. No sales pressure at all. Returned to install within just a few days to do installation.

I never really had any complaints about them but after a while the alarm stopped working and we just unplugged it and never got it replaced again. They called and insisted, but we just didn't want to.

The system has never failed me. The couple of times that it has gone off, they have called the police. They are very helpful. They are very easy to get a hold of when I need questions answered, they pick up right away, 24 hours a day!

I had ADT alarms at prior residences and requested them at this new location that had no prior installation. Sales rep. very helpful and professional. Installer did fairly well but caused a bit more unavoidable damage than some would accept. Big problem with billing. They overcharged $1200 to my credit card. The sales rep and office acknowledged it was completely in error, but I could not get them to credit the amount back even after several months efforts with local & national. offices. Receptionist at local office said they don't have a manager when I asked to speak to one! I finally had the charge reversed through complaint w/ credit card company. Systems works fine, though.

ADT seems to be a very large company with high turnover and resting on its name recognition. We did not feel we received good service initially, although we have had no problems since the alarm was activated. The ''security specialist'' is really a sales person who works hard to have you purchase the monthly warranty package. There was very little interest in answering our questions about how to use the alarm. There are many alarm companies out there. I think it's worth shopping around.

Good, we had wireless initialed at first and did not like it and they came back and hardwired everything.

Met with the security representative to determine what type of system would be best for my situation. Placed the order. Installation went smoothly. Because I had this system before moving, I got a relocation discount and 25 percent off system upgrades. After viewing their web site system component's individual costs this was a good deal. The remote makes using the system easy.

I've had ADT for 4 years. Had issue on initial installation, second technician had to come out and rewire entire house, took an extra half day. Once up and running it has been flawless. Have not used them in an emergecy yet but nice sense of security knowing they're monitoring. Initial install was $99 and monthly monitor service has increased now to $27 per month.