ADT Security Services

ADP has called us and said something is wrong with our security system and they need to come out and check it. I have a company who handles my account and they say nothing is wrong with my system. ADP then calls and says my battery needs service, yet my battery is new. It appears ADP wants to come to my house, pretend they are my provider and perhaps change me over to their system? Nevertheless, they called me so many times from XXX-XXX-XXXX I had to block them.

Their contract should be able to be voided. You sign a contract that states 24/7 service and tech support and equip. When you call saying equipment is malfuntioning, they tell you a tech can't come out to your home for 3 days. False advertisement, they don't come out and service at a acceptable amount of time. Customer sevice people are not very accomadating and have attitudes toward you the paying customer who they need to keep their jobs. Rate ADT, I would give them a 2 out of 10. Don't sign a contract with them, you don't get the service you pay for.

I called to cancel my ADT service today. I was told I had a 3 year contract and there would be a substantial early termination fee. I was not told I was entering into a 3 year agreement or anything about an early termination fee when I purchased the system. If I had been informed I would not have agreed to this. BUYER BEWARE! It is obvious this tactic has duped many people. You are signing a lengthy contract with LOTS of fine print on the back of those pages. The early termination situation is NOT mentioned by the rep who is telling you they just need your quick signature for the transaction. It is SHADY and DISHONEST and is certainly bad business practice.

My wife was shopping around to get a deal on an alarm system for our new house.
So we contact ADT ([redacted]) plus two other providers.
After going through the quotes we made a decision and we notify this "gentlemen" from ADT that we will go with another provider.
Soon after this my wife receive this e-mail from this self proclaimed "#1 sales rep"

From: [redacted]

If we started selling cable / internet / phone today would you switch to us because we are $3 cheaper ? Not likely ...you would stay with the proven provider of these services.
We are not number one on Canada by fluke ...and I'm not the number 1 ADT rep by fluke.
To save $ 3 you are taking a chance. I respect your choice, thank you for your business in the past but expect ( like many others who go cheap ) you will be back.
There are many differences and reasons to stay with ADT ..if interested in discussing them let me know

I'm amazed that a person like him, is ADT # 1 rep?

Fraudulent & misrepresenting their product & services.
I was told via phone conversation that the sensors in the house could be tied to the ADT system, as well as adding motion & glass breakage sensors. The installation fee was $108 & monthly monitoring was to be $36.99.
Upon installation I was told my sensors couldn't be used because they were wireless and I would only receive 4 sensors & 2 motion detectors for my initial installation fee. It would cost an additional $1400 to completely secure the house.
I reluctantly agreed to have the the 4 sensors option added as it at least secured the doors to my residence. I signed one document at installation showing what was installed. Upon returning to work the following day & reading my email. 6 additional documents had been fraudulently electronically signed in DocuSign. I immediately tried to cancel within my 3 day limit, but the fax number for cancellation was a voice line with a recorded message. I called ADT & was given another fax number that rings, but doesn't answer. I am forced to send the cancellation notice via registered mail, as ADT apparently doesn't want to provide means to accept my request.

I had a horrible experience with ADP originally occurring when I moved into another location and had to have my system moved. They charged me ridiculous fees every time I moved. My current home the install tech was completely unprofessional and left me waiting for over an hour because he misplaced his paperwork. He knew all the details of the install, so why would he come unprepared. I filed complaints with Revdex.com which they dismissed; supposedly they indicate it has been resolved which it hasn't. I will never do business with ADT again they have crappy customer services and their prices are crazy for the poor service/performance. They were supposed to credit my account and never did so I am ignoring them just like they do me...horrible!!!

When we first signed up with ADT (the day after we were robbed, upset, and scared), the sales rep that visited our house told us that there would be NO early termination fee. Unfortunately we did not read the contract well enough because we signed a 3 year contract with a termination fee that is 75% of what remains on contract (about $2,000 at that time)!! Now we are moving and we either have to A. Pay a $400 relocation fee or B. cxl our service and the termination fee will be waived when we get into the new house. However, then we would have to sign another 3 year contract. We have decided to finish out our contract and find another company to use. We will NEVER return to ADT. This company feels like a scam that preys on the vulnerability of those who are frightened. The sales rep lied to us and the customer service has been terrible since we have been customers. Absolutely the WORST customer service experiences I have ever had. And to top it off - when the alarm does go off, it takes the police over an hour to get there or they don't come at all. We would have had better luck buying a dog. The WORST.

I called for a free quote. Speaking to [redacted] everything went well. Then I was transferred to her manager to give me a better deal. I explained I was calling for quote only and he was persistent and rudely insistent that I book an appointment. When I explained that I was at work and needed to go he became loud and aggressive on the phone and my coworker could hear him as he told me, "he wasn't holding me on the phone I could hang up." So I did.....

ADT has very bad customer service on the phone and on the field.

They told me I have to upgrade my Security System at home from 2G to 3G, when doing so, the tech has mess up the panel and many other system equipment. So they send a second and then third tech - who was able to fix half of the problem. I had to hire a elec. tech to fix the other half and payed him myself.

When I send the pictures of the mess in the security control panel to the manager, he replied by "Ohh, what a mess"

ADT not only didn't apologies for what happened, they refused to credit me back the money till I told them I will take them to court. I am now awaiting for my three year contact to end.
I regret to say that I will not recommend them to any at all.

Can not be worst then services from ADT!!
Technician did not show up on day of appointment for reason because was busy with other customers. He offered new schedule for fixing not working system with 7 days later, again due to busy schedule.
Don't believe to any positive comments, I'm customer of this company for many years,
but never seen really good service!!

When my alarm sounded in the past, ADT called within seconds to check on my safety. I wouldn't trade ADT Security Services for anything.

Very disappointed. I wasn't expecting this from 'the leading provider in home security.'

When I was first contacted by ADT, it was explained to me that I could get a perimeter security system installed, which was better than just having each door and window protected. I was also told this would be covered by the 'basic install package' which was $99. I was also told we would get a motion sensor that could be calibrated for pets.

Next, USAA offers a benefit for military members who sign up for ADT. When I asked about this, they said I would have to contact ADT corporate to get this benefit. The rep goes on to say that the 'benefit' ADT offers for military members (which offers home security monitoring for something like $26 a month) isn't all that great because if any ADT plan is under $36.99/month then there is no warranty. No warranty means that every time a tech needs to come out to do anything (replace batteries, move a sensor, replace a sensor, install add'l equipment, etc.) than you have to pay out of pocket for all those costs which she said were $70/hour plus the cost of any equipment. With a warranty, it's a $25 service fee that covers everything. So I did the math (rough estimates here) and even if you have just a few service calls, this so-called benefit isn't really worth it.. When I contacted USAA to get a discount for my home insurance (after getting the security system installed) they were surprised to hear this.

Fast forward to install date, so the tech had no idea what I was talking about when I mentioned the perimeter security system and explained the closest product ADT provided was the interior motion detector. I told him I had wanted protection on every entrance so he ran a quote that added up to roughly $2,000. I told him that I would have to cancel the install b/c I wanted to shop around more since this isn't the service that was explained to me and I hadn't anticipated spending more than $200-$300. At this point he contacted his manager and they were able to work it out so my total install price was $300 for sensors on every door and window. I was very pleased with this service!

Didn't last for long. I was asking the tech questions on the sensors, such as will it go off if someone breaks the window? He said YES, it will pick up the vibrations and the alarm will sound. I asked how it is able to detect vibrations and he didn't know but insisted it would.

Ok so now we're up and running and I still have these outstanding questions so I call ADT Support and get a few answered but the rep had no idea about the "broken window sensor" question, so she transferred me to SafeStreets, who had no idea because she 'just sets up appointments' and she tried to transfer me back to ADT! So, I give up for the moment.

Several weeks later we are away from the home (so the motion sensor inside our living room is armed) and we get a call that the motion sensor tripped. I'm pretty sure the ADT rep asked if we had any pets and I said yes, a cat, but was confused because I was told the motion sensor could be calibrated to account for pets. She said no, they can't be calibrated at all, and will even pick up the movement of a large spider. So I get off the phone and start thinking - if I'm away from home, how do I have any way of knowing whether it's a spider/cat tripping the motion sensor or an intruder?

So we had a window sensor that was falling off ever since it was installed and finally called to have someone come out and fix it. While on this call we asked about calibrating motion sensors for pets and the rep said the tech could help us with that when he was onsite. The tech comes out (he knew what he was talking about, very pleased with this guy!) and explains 2 things:

1) You CAN calibrate your motion sensor but it only works for 'lower level' movement. This means that once the cat jumps on any furniture (like the couch, since our sensor is set up in our living room where the front door it) then the sensor will still go off. It's only really ideal for hallways where there is no place for animals to jump onto things.

2) The sensors on our windows do NOT alarm when the window is broken. They are standard sensors that only go off when the connection is broken (i.e. window gets opened). SafeStreets provide sensors that WILL pick up vibrations but these are about twice the size of the standard ones we have installed.

This last service was just yesterday, hence why I write all this now. I can't stress enough how disappointed I am in the lack of knowledge and misleading information that ADT and their partner, SafeStreets, has put out. If anyone is considering a home security system - ask questions!! Know how your equipment works and how it will protect you so can trust you are protected and understand where you may be vulnerable.

Service level at this company is worse than zero! Honestly, I paid them $500 for installation and had nothing except the headache since then. Last experience, the smoke detector is messed up. The alarm activates, I got up at night check the house quickly and deactivate alarm. I call them just to learn that they dispatched fire service already. I asked them why, they tell me because they could not reach me. I have no message on my phone or anything. There is no message on our home line, nor on my wife’s cell phone. In meantime fire rescue is coming. I sent them home.
Just to have exactly the same story repeat itself next week. At that time smart lady on the phone tells me that the battery in the detector may be dying. They are going to schedule technician to come and change the battery. OK, I could do this myself but she insists. The tech never shows up during the scheduled hours. I call them again just to learn that they had to cancel the appointment and left me a message. I am checking all phones again, no message or even sign of a phone call. They want to schedule another appointment, at that time I am asking to talk with manager. And here I am waiting for the manager to pick up on his line for 35 minutes… and still waiting. At least in meantime I can keep myself busy by writing reviews for ADT on the web. Avoid the company if only possible!!!

I bought an ADT system through Defender (not knowing it was being bought through a sub-contractor). They installed my system, I signed the docs and we are on our way. That is until about a month later I start getting emails saying my docs were "damaged" and that I needed to re-sign them. They sent me 13 pages of disclosures and exclusions for their services. I signed 3 pages the day of the install. Nothing like the old bait and switch. I refused to sign the new docs. This went on for about 4 months of them emailing and sending hard copies of these docs. I still refused to sign. I called ADT because I could not log into my PULSE account and no one called when I set off my alarm as a test. ADT said they only handled the monitoring and that it had been shut off 2 weeks ago and that I would have to contact Defender to get it turned on again. Called Defender..what a joy these folks are. Spoke to customer service for 5-8 min only to be told I have to speak to a supervisor. They put me on hold for another 10 min and no one ever came to the line. I have emailed them multiple times with no reply.They had the audacity to deduct 2 payments from my account the day they cancelled it and then another 3 weeks later. ADT needs to take responsibility for their sub-contractors and their poor business practices. I would advise any and everyone to stay away from ADT.

My experience started in June 2014. I cancelled my account. I made sure that it was cancelled. They came and got my equipment. I looked at my bank account and found that they had continued to take out money. I called and they said that the account had not been cancelled. I assured them that it had and I had NO equipment. They assured me that the account was closed and no more $ would be taken out. I asked that a supervisor call me to let me know when my money would be refunded. NO ONE CALLED! I called again on 12-12-14 to find out that the account had not been cancelled. I talked with a supervisor who told me that it would take a month to get a refund and that I should call back in January to make sure that it was taken care of. This is INCOMPETENCE at it's finest. I would NEVER send anyone to ADT

We contacted ADT to have them update our system & change from "Protection one to ADT.
We paid $99 for the 1st 3 months my credit card. They were suppose to come out this afternoon to do the update installation. This morning while my adult disabled son was napping & I was still asleep they called & left a message that didn't make any sense. We had already confirmed the appointment last week. When I checked the message the # was only given once & was hard to understand, & was not the same as the # on the phone screen. When some one finally answered the phone, they didn't like it that My adult son was the one who was going to be home, though he lives here, has my permission & ability to pay for any additional stations on the on the house. They wanted a copy of our house deed. In the 52 years I have lived in this house we have never been for a deed to the house to have work done here. Since my husband died, I have had thousands of dollars of plumbing & termite work done, much of it while my son was here with the workers & were he had to write large checks for the work. Never have we ever been asked for a deed to the house to be faxed or be mailed to them before a company would come out to the house. In other words this company took a $99.99 payment on a credit card & then refused to come out to do work. They disrespected a disabled Veteran who lives at home with his elderly disabled other & helps this elderly disabled mother. My Veteran son & I work well to gather as a team, but ADT seems to be some kind of a SCAM.

I have had an AWFUL experience with ADT. I had been using a local alarm company but moving to a new house and had gotten a letter in the mail from ADT with a "special." I called in to set up service and talked to a gentleman who was very nice. He told me what my package would include and told me I would need landline. I asked if they had a wireless system because I haven't had a landline in a really long time and it would be an added expense. He said they did but heavily persuaded me not to go with that option for a number of reasons and said that a lot of local cable companies will give you a landline for free or really low price so extra expense would be minimal. I went along with that and agreed to get the landline. Next, he asked if I was a AAA member (which I was) and told me I would get a $100 Visa gift card and a free wireless smoke detector for this. I thought that was great, scheduled my installation and hung up the phone.

Problem starts here- installation tech arrives. One would think he would have what my order is supposed to be, right?! He walks around and looks for the best place to put the touch screen monitor. We decide on a place and he drills it into the wall, does some other stuff and then says he wants to walk through his plan for us. He starts explaining all of this equipment to us. At first I'm thinking he's telling us what comes with the plan we had chosen, and then he says all of this will just cost us three easy payments of $675. I didn't realize this was going to be a sales pitch. Still not a big problem, just an inconvenience. He goes on and on to get us to purchase/upgrade something and I continue to tell him no, we only want the basic package we signed up for initially. At one point he mentions our monthly payment of $48.99. I stopped him there and said, no, our monthly payment is $35.99. He said no, that's only for a landline. I said, yes, that's correct. We got a landline just for this system. He says, oh, well I already installed the wireless monitor. I can't go back and change it. I said, well, my order was for the landline package of $35.99. The landline has already been ordered through the cable company. I have no use for a landline and I'm not paying for something your sales people pushed on me. He continued to tell me there was nothing he could do now. I had to call the cable company to see if I could still cancel the landline and what that would save me a month (to see if it was still worth it for this wireless package for $48.99/month). I was very upset at this point since there seemed to be NO communication between the sales rep I talked to initially and the installation tech/sales rep at our house, but we worked through that issue. He is preparing to leave and I say, oh what about the smoke detector and Visa gift card for being a AAA member. He tells me he knows nothing about that and I have to call the sales department back to talk to them about that, which meant someone else would have to come back again to install the smoke detector. I was so upset at this point, I just told him fine and got him out of our house.

Over the next 24 hours, one of our sensors continuously fell off the back door anytime we opened/closed it. Also, the alarm system kept telling us our door leading out to the garage was open even when it was not. I was fuming at this point.

I called in to ADT to complain about my experience and figure out next steps. I talked to four different people- two were very helpful, two were completely rude and clearly did not care one bit about retaining me as a customer. The first rude person told me he couldn't do anything about the issues I was having with the sensors but did offer me a monthly discount. Although the monthly discount was a nice gesture, it was pointless if the sensors were not working properly. He said I could cancel service then and pointed me to where I could find the cancellation form. The second rude person said she knew nothing about a AAA discount and the first person I spoke with at ADT lied to me. She also called me a liar and accuse me of only wanting to get free stuff. At that point I was just emotionally drained of this entire situation. I cannot believe anyone can operate under "customer service" like that.

I finally did talk to someone (a manager, I believe) that did offer me the items promised from the very first sales person for being a AAA member and a slightly discounted monthly payment. She also sent out a technician to fix the two sensors. This tech was very nice and very helpful. He fixed both sensors, explained what was wrong with them from the first tech that installed them and then installed the wireless smoke detector.

Although this story had a somewhat happy ending and I am stinking with ADT, I would never recommend them to anyone and have very little faith in this company. I pray the system works correctly. If I had the chance to do over, I would 100% stick with the local company.

ADT has the absolute worst customer service and they make it nearly impossible to contact a human being. This is not the way a security company should work. I missed a payment and I never got a request for payment on the overdue amount. They have my email address on record. Then they closed the account for nonpayment and stopped monitoring my system and never gave me ANY notice that my alarm was not being monitored. I was using it for months before I found out. It took me ages to get the account set back up, as it gets treated as a brand new account. Their phone wait times are unacceptably long.

I had ADT Alarm Services install a system in a home I purchased with my son and daughter-in-law. They suddenly moved and left me with expenses I could never afford and I had to sell my home. I thought the new owners had taken over the monthly cost of the alarm system but to my horror the discontinuation of my service never went through and the bill for this service has been piling up at the bank where I used to have an account. I called ADT and said that I could not cancel service because I had signed up for two years! Didn't know my kids would leave me like they did and I would lose everything! ADT says there is no way I can get out of paying them over $500.00 to pay for the 13 months still on my contract! There must be a way to get out of this but they're not budging. I haven't lived there since April of this year and I have had to pay $54 for every month since then!

I have wasted so many hours on the phone JUST trying to get service moved. It took a month to get service at old address shut off. I had to pay a 2nd installation fee when I moved. I would NEVER recommend ADT and cannot wait to be out of my contract and not deal with them anymore.