ADT-Monitored Security Reviews
2.6
4.5
Overall Score
Ryan Fredericksburg, VA
Absolutely GARBAGE! Unbenownst to us until the day of installation, they use a 3rd party company called "Defender home protect". They blatantly lied to us about the compatibility of our brand new hard wired system, so they could sell us $900 Worth of unnecessary equipment (that was extremely outdated) and unsightly sensors to put on top of our brand new working sensors.
Fast forward to a couple months later, none of the sensors in our 13 zones work except the front door. After 4+ hours of being transferred back and forth between ADT and Defender, we were told they could correctly install a system using our hard wired system as long as we could get out of our contract that defender had. After finally reaching the correct person for cancellation the only solution we were offered was a whole lot of attitude (as if we ripped them off) and an appointment for them to replace the old outdated sensors while our brand new state of the art (ADT compatible) sensors remain unused. ADT needs to get it together reconsider who they subcontract business to.
8 years ago
R. Wagner Northridge, CA
Be aware of ADT's subcontracted local distributor / installer. This just happened to me yesterday. The particular company's name is *Defender*.
I specifically told the installer prior to installing anything in my home that if I do not have a digital connection in my current system (in lieu of a landline), that I didn't want to have to pay the $49/mo. I have an existing 'wired' alarm system but had cancelled the monitoring service from another company. It was to be a 'take over' install. Meaning they use my existing system. I made this clear to their installer and the conversation was even recorded on a video on my camera. I was supposed to receive a total of $1,200.00 for them not having to install everything. I would then have an option to make select add-ons equaling to no more than the $1,200.00 credit.
The installer was suppose to first check if I have a digital connection before he installed (and remove my existing keypad) anything. Because if I do, then the monthly charge was for only $27.99/MO. Again, I had specifically told him that if the service warrants me to have to pay $48.00/mo that I do not want it at all. He said he understands.
After a while, he then started working, removing and installing things in the house. Assuming he understood and got to work based on the specific statement I made to him, I waited until he was done.
When finished, we started signing some paperwork, but not the contract. He never once told me as to whether or not I had digital system in my house. All he said was everything was fine. Tells me in 2-3 hours I should receive a contract through email. I did. Except the contract shows levying me with that $48.00/MO service charge and the signature in all the contract documents was hand written by the same installer. Technically forged all the signatures and initials.
When I called to complain, their manager Mariah told me I cancel within the 3 days with the understanding that they'll come and uninstall and retrieve their equipment but they are not liable or obligated of re-installing my old system to its original working condition,
Basically, I am screwed.
Be aware if ADT's installer/local distributor you are dealing with is called *Defender*. They will hustle and screw you,.
Get your home security from another company/source.
8 years ago
Terry
I highly recommend ADT. My house is now wired to the gills with state of the art cameras and sensors and I love checking it on my phone when I'm away :)
8 years ago
Greg wilson Kansas City, KS
Heard about a burglary in my neighborhood. Made me realize I'd rather be safe than sorry. Had the system for almost a year now. Thank you for protecting me!
8 years ago Edited September 14, 2021
Tamara
ADT contracts with companies that subcontracts to installers who really have minimal knowledge about their systems. Hence why mine was installed incorrectly with extra equiptment that was not needed. When an ADT employee came out to fix, he uninstalled everything and used my already existing system, leaving holes in my newly renovated and freshly painted walls and doors from the previous installation. Also, we were told one price based on "necessary" equipment but when that equipment was no longer needed, they refused to refund.
Let's not forget that I set that alarm off several times to test their response time -- not one phone call to find out if I was secure and safe. Not one! Even after the alarm was supposedly working correctly.
Additionally, the "6-month guarantee" is not real.
A manager insisted on coming out to "make things right." Though he never showed up or called. I called him and he added two other days where he would be available, yet I'd already changed my schedule for that day.
Overall, ADT's culture seems to be one of dishonesty and deceit. Though I did not choose to have them installed at this commercial property, my tenant did, I will continue to happily pay EMC Security at home -- no contract. And when my tenant moves out, they can go about their way with this terrible company who does not have to earn your business because they rope you into a contract and treat you like crap afterwards.
We also learned from the ADT tech that came out to repair the initial installers work that contractors make more money when they install new equipment verses when they come in and activate an already wired system. THIS is why duplicate system parts were installed. Literally, he installed an ADT motion sensor right next to my wired sensor.
8 years ago
steve sidhu
They offered a $27.99 a month if you had existing wired windows and doors. The first thing they did was to tray and remove my existing key pad, but the did something wrong a it caught fire. (because they were replacing it with theirs it did matter. But after they came into my home that price went up to over $2,000 in new hardware. I continually said NO, and finally we settled on a $200 minor upgrade for motion detectors. But then when they found out I only had a VOIP line they couldn't use that and I needed to add that to my monthly bill. Now my bill was to be $50 a month. I said no and asked them to put everything back. They couldn't because the burned up the key pad. They said I need to call their office, didn't say we're sorry, nothing. Now I have NO alarm system and they are wanting we do get someone to fix it and bill them. I couldn't find anyone to fix it, so now I have nothing and ADT doesn't care, won't do anything, nothing. Worst company ever. DO NOT USE THEM OR LE THEM TOUCH YOUR EXISTING SYSTEM....
8 years ago
Hannah Coppell, TX
I seriously considered several different companies, but ADT's experience and track record in the industry is what ultimately swayed me. Happy customer so far.
8 years ago
Ryan Tanner Atlanta, GA
Maybe I got lucky, but my experience was very pleasant from start to finish. I've had the system for a few months and I am a satisfied customer so far. No complaints.
8 years ago Edited September 14, 2021
Mohamed
I was with ADT for over a decade. After all this time my alarm triggered more than once in one day. I was immediately sent a message that ADTs policy is that if the alarm triggers more than 4 times for the MONTH than every inspection thereafter will be charged for. I was then sent an invoice and my account was debited. What about the months when NO alarm was triggered. I canceled immediately and warned many people to review their contract with ADT. I successfully convinced many in my area to change to 7 Arrows who are very active in our area of Observatory Johannesburg. Be careful of ADTs fine print.
8 years ago
Samantha Ellison Ararat, NC
They have a representative by the name of Usheka who is Outstanding. If you ever get her, her customer service skills are beyond Admirable. I'll put my name on it.
8 years ago
Dave Hersey, MI
Installation was a nightmare. 6 1/2 hours and the system did not work. Installer damaged my new Samsung dryer by kneeing on top of it even after I told him not to do that. Spent 5 hours on the phone the next day trying to get everything corrected and finally had to get ADT Corp to get things corrected. They sent out another installer the next day and it took him 3 1/2 hours to get it working. All my problems are with Protect the Home or Defender as they call themselves now. I was lied to by the phone rep and then the first installer tried to up charge me $2,400.00. Total crooks . Asked him if he got commission and he lied and said no. ADT needs to dump Defender and the crooked way they do business before they destroy what used to be a good company. I am sorry I did not cancel and do a DIY system myself.
8 years ago
Caleb Casselberry, FL
I began my awful journey with ADT on Friday, October 20, 2017. I'll list my grievances below and explain why I am wanting ADT to release me from my 3 year contract.
1. For starters, the salesman never told us the contract was for 3 years. I called him and said we would like to get service on Friday, Oct. 20. At this time, I was in the car driving and my wife was with me. He said we needed to sign an agreement, which I assumed was simply for installation. He emailed us document and my wife signed it. At no time did he mention this was a contract that was for ADT service for 3 years. I feel this was very deceitful.
2. In our first week of ADT service, we were charged the online rate ($44.95) on Monday Oct. 23 and not the rate our sales guy quoted us over the phone ($34.95). I had to reach out via Twitter to have this resolved. It was handled, but it was still frustrating we were already charged incorrectly.
3. On Thursday, Oct. 26, our alarm was going off saying a window was open when it wasn’t. I went through the whole house and re-opened and closed the windows and doors. I also called to get a tech out since I was unable to fix it. By the time the tech came to our place on Wednesday, Nov. 1 (the soonest they could have someone out), the system wasn’t acting up anymore, so he couldn’t troubleshoot the issue. Since the system was acting up during this time, I also wasn't able to arm our house in fears it may go off by mistake.
4. A few days later, on Monday Nov. 6, our alarm went off at 1AM and woke us up. Not only was there no window or door open, but it terrified my wife and I. I have no idea why the alarm went off. I was forced to turn our system off as I was worried another false alarm would wake us up later. I feel like I can’t even use the system properly since it goes off randomly.
5. Our service started on Monday Oct. 23. On Thursday Oct. 26 (within the 3 business day cancellation period), I direct messaged ADT on Twitter and requested my service be canceled without penalty as the system was not working as it should. They told me I was outside the 3 day cancellation window and that social media isn't the appropriate way to cancel service.
Due to these ongoing issues and the fear of a faulty, unreliable system, I am looking to cancel my service without penalty.
8 years ago
Anonymous Duncan, OK
Had the system for three years now. It took three service visits to get the system working properly. Had to completely re-wire the phone lines in the attic. Just found out that they cut the service line to spare bedroom and phone no longer works at that wall jack. They refuse to fix the issue and told me to contact phone company to fix their mistake. Cancelled the service because they don't stand behind anything they do. They can cut lines, they just don't take responsibility to correct lines. All they wanted to do is replace with wireless system, which still doesn't fix the phone not working throughout the home.
They just don't get it!! Don't waste your time or money with ADT. Keep looking elsewhere.
8 years ago
Roberto Patricio Springfield, VA
The actual monitoring service works well, but having to deal with the customer service is the problem. The technicians scheduled were either no shows or inexperienced and without any of their equipment needed to install. Techs come to you house to sell not install. The Sales Rep and their managers would not return calls and made no effort to correct known problems. Dealt with 1 month of issues and still no resolution and given no chance to cancel. Locked into a 3 year contract with no way out, without the service I was initially promised. Look elsewhere.
8 years ago
Michele Benton, AR
Had an account for over six years-perfect customer. Called customer service and have never been treated so rudely before. Took two phone calls to cancel account. They began calling me the next day to try to retain me as a customer-four phone calls in 2 days, both at work and at home. I verified the balance remaining on account when I cancelled on 10/12. They just charged me for an additional month on 10/25. Refuse to refund that charge-now saying there is a 30 day cancellation policy and service was scheduled to continue for 30 days after cancellation date, which means they will charge you for an additional month, but they don’t tell you that. Will be filing a complaint with attorney general.
8 years ago
Kathryn G Patton Dubuque, IA
I have been a customer for about 8 years. I had to call to upgrade to pulse. When I did I WAS NOT OFFERED cameras or door bell rings that have cameras now they have Alexa that I would like to have but I can't get an honest answer on. 1st I'm told I need X amount at time of installation but if I have to change the install date my quote won't change. Ha I find out that in my area that I don't have a 3 payment option. It's all up front. $750. Up front. AND I'm under contract for 2 years my monthly payments go up. Then when I raise holly hell I get told by a supervising me. I'll call you back to see if I can get this worked out for you 48 hours AND no call back. Yeah ATD SUCKS. ADT does this to a single woman and a Veteran. Ha I'll just go someplace else AND get a shot gun. I'm not a criminal but ADT IS.
8 years ago Edited September 14, 2021
Marie Kilton Matawan, NJ
Honestly the best security company on the market. I was so impressed by their service over the phone and how they treated a new customer. You don't see that every day!
9 years ago
Rhonda Brant San Diego, CA
I called ADT to set up an consultation to have someone come out and give me a quote for a home security system. The "agent" gave the sales pitch, then asked for my SSN, which I wasn't comfortable in giving, especially when I just wanted to set up an appointment for a home consultation. Ended up giving her the last 4 digits for her to determine I was a "Premium Customer", which then threw her into another sales pitch. When I told her I got all of the great things they had to offer, and that I just wanted to get someone out to take a look at what we might need, and this is after a good 10 minutes on the phone already, she told me that she would need my credit card to get everything set up. Well if I had issues in giving her my SSN info, I sure as hell was bothered by her asking for my credit card info for a darn consultation. I refused the request, she then asked me to hold to "see what they could do for me". At that point her "manager" got on the phone and went on a rant on additional services that only he could offer me that his agent couldn't. After another 10 minutes of a very hard core sales attempt, I let the guy know that I got the whole equipment stuff, but I just wanted to have someone come out to the property without giving a credit card. Long story short, he began to get very irritated that I was "focusing" on the credit card issue when he was throwing all of these great extra at me, but in the end the credit card issue was the issue! I told him I didn't appreciate hard core sales, that he was thoroughly irritating me at that point, and that I had spent way too long on the matter and I was done with the call. The guy had the nerve to continue to badger me until I hung up on him mid sentence. Wouldn't use ADT if they paid me to at this point. Too many other great options better than what this company offers.
9 years ago
Dee Drew West Newton, MA
I got a promotional email from ADT saying for $99 installation fee the customer would get 15 sensors, $850 worth of a complete system, plus $800 value in bonus equipment and 2 key chain remote without paying a cent. I talked to the sale department. The agent said she would add another $1065 worth of equipment to my order because I had many doors and windows. However, after the installation, I had to pay over $2,000 and did not get the key chain remote. The installer randomly namely the doors and windows without telling me which is which. The system did not arm or disarm 90% of the time. I couldn’t disarm the system in order to come back to the house. I couldn’t arm the system when I needed to go out. I called for help. It took me about 30 minutes from the time I made the call to the time they helped arm the system. So I left the house 30 minutes later than planned and was late for my appointment.
The first time I called ADT customer service, I was intimidated by an unbelievably rude woman. I was scared by her and did not dare asking her any more question after the first one. I asked her where I could get the user’s manual because I needed to learn how to operate the system. I explained to her that the installer did not explain anything to me; he only said that if I had questions, call the company. This customer service lady was so annoyed, so irritated when I asked her about where to get the user’s manual. She kept asking “What? What did you say?” I repeatedly apologized for the sound quality of my phone. The tone of her voice was displaying obvious anger. I couldn’t believe a customer service person would behave that way. When she said: “I don’t understand you.” I replied with a question: “Am I speaking a foreign language?” She was outraged, and said: “Don’t you play cute with me.” I swear to God. That was a 100% direct quote.
Two days later, despite my hesitant, I called ADT again and asked some questions.
About the price, the answer was that I only got 5 free sensors instead of 15 because I was not pre-qualified. She did not tell me how a customer would be pre-qualified. Each sensor was $149. I got 25 sensors. So I had to pay for 20 of them. About why the system did not function properly, she told me to call Defenders. Every day I had to call for help on arming and disarming the system. Finally they sent a technician to check the systems. The technician worked for hours to resolve the problem. He couldn’t identify the names of some windows labeled by the installer. He said: “Did he ask you how to name the windows?” Apparently the installer should have asked me instead of arbitrarily assigning names without telling me which was for which.
After the technician’s fixing, the system armed and disarmed properly for 3 days. I was very happy. On the fourth day, I was not able to arm it. I only have the system for a three weeks. Already there are so many problems. What will happen in the next three years? I am thinking of cancelling the service. How much will they charge me for cancellation?
9 years ago
Adria Blotta Los Angeles, CA
The worst ever. Our alarm stopped working. The soonest they could service was 6 weeks. I took a day off work - they never showed. I called twice and they told me to be patient. The next appointment was another 6 weeks. All the time I'm paying for their "service" monthly even though the alarm doesn't work. So we cancelled our service, and they still kept billing us, then sent the claim to collections... We also have ADT for our business. We decided not to change companies there bc of cost. The battery on the alarm was apparently low so the way they chose to alert us of this was with an automated voice call at 3:30A for seven consecutive nights waking us up for a week until I finally blocked the number on my cell so we could sleep through the night. These are only the two worst experiences we've had with ADT, but we will never choose to use them again and would NEVER recommend them to our worst enemies.
9 years ago
Jon Tate
ADT is misleading and has poor customer service. To make matters worse they pass you off to an authorized dealer who is even worse. The 2 companies have different policies and neither know what the other does. Upon moving they did not follow through with scheduling my move so I had to take down the equipment for them. Then they did not cancel my previous service and was billing me for 2 services. After spending countless hours trying to figure this all out between the ADT & Home Defenders (the authorized dealer) they still have not refunded the charges for the previous address. I have been overcharged again since moving in and got a call from ADT saying I am past due! When I tried to explain I had already paid, they said “I can’t see what you’ve paid to Home Defenders.” They are a total mess! I will say that so far the equipment works fine. I pray I never have an actual emergency because I have zero faith that either company is competent enough to handle an emergency.
9 years ago
Sydney C OH
I have not had this company installed yet, but plan to do so tomorrow as long as what was promised holds true. I do however already have a complaint about the customer service. I had to call 3 times just to get my confirmation email. I was told I would get 3 door sensors, 2 motion detectors, fire/smoke monitoring, and a $100 visa gift card all for the low cost of a $105 installation cost (one time) and a $27.99 a month monitoring fee with a 3 year contract. I refused to have a technician in my home before receiving something in writing to indicate all that the original sales rep promised.The original sales rep. Terrance, said I would receive the email last night. Never happened. I then called this morning and was told that I would get it by the end of the morning. Never happened. Finally I called during my lunch hour and was told by Laqueisha that it was sitting in a ticket for billing and they would get to it. I asked to be transferred to billing and was told "Billing doesn't talk to customers only we get to do that. I can reschedule your appointment to give them more time to get you the confirmation" She transferred me. This new sales rep named Michael (I think) asked what the issue was and immediately reached out to billing and got my confirmation email within minutes. He seemed shocked that I had been told otherwise. If it were not for Michael I would have cancelled and walked away. If they do not honor all that Terrance (original sales rep) has promised then I will not allow the install and walk away.
Update:
I had the installer in my home. I confirmed that the equipment freebies they promised were in the contract. After he began installing however I was told my monthly rate would be $48.99 not $27.99 because the placement was not near the landline. I was very annoyed that I now was being charged double without ever being told that the placement of my keypad mattered. I just had my walls painted and was not about to let them drill holes and then just leave with no system to show for it. They ended up rectifying the situation by giving me $200 visa gift card and a 10% discount on the remaining equipment. I hope the customer service is more consistent and they learn from this issue. It is not fair to punish the customer for your MANAGERS mistake.
9 years ago
Xavier V North Bergen, NJ
In all my days I've never been so impressed with a company as much as ADT. Their system is top notch, I love love love how easy it is to monitor. Could not be better
9 years ago
Ryan Pickering
ADT offers a service, and mostly provides it... however it is my opinion that the only thing they care about is locking you into a contract. They do innovate, which is good... but they are a giant company that has so much bureaucracy that even if you could prove a portion of their system was going to kill someone... it would land on deaf ears no matter what mountain top you yelled it from
9 years ago
Steve Stony Point, NY
ADT had been installed in our new home so we activated it @$59 per month. We are new customers and were not offered any promotion. A few days later we received mail to our new home from ADT offering promotion of $19.99 for first year if we re-activate the system. Called immediately and they absolutely refused to honor the offer or provide any discount. Took 1/2 hour on hold and spoke to obnoxious people. Cancelled on the spot and was told $1,200 early cancellation fee will be charged. They will never see another nickel from me. Charges to my credit card will not be honored and my card company was appalled at the way we were treated.
9 years ago
Judith Pecho Ocala, FL
They wiped my comment off since it had a "o". Starting over. I had two men who came from ADT from a contact from the yellow pages, who were most unscrupulous. The first thing they did was cut my wired connections to my wired burgular alarm system. I wanted a few other contact added. They did not ask or have any contract to cut the wires to my contacts in the control box. They disabled the box. They were asked to leave at 5 pm since I have pain medication that makes me tired and harder to concentrate when tired and late in the day.. They said they would only need a little more time and would have the estimate ready. They were installing the electronic contacts after cutting my system with out any estimate or contract. At 10 pm, long after they should have gone, but I live alone and was over medicated by the medication prescribed. They then presented me with a long contract with small print and light print that I could not read as the lighting was not sufficient as I have moniovision for, sit down, $5,0000. Get that?? I had no idea what things cost and was tired and just wanted them out of there, so I signed it. I learned the next day that I had a three day right to rescission and called the company to do so, They voiced the contract but have not paid or made any effort to get the wired contact re-established. They said for me to get three estimates!!. I sent them one but it was not enough. The contacts still need to be done. I would not have this company do anything. They do not screen their representatives they send out to your home, and God only knows how many people these guys ripped off. And ADT, has not followed up to make sure that things were made right, which to me seems they are just as culpable since they know I am elderly and the situation. I want the contact made which can be done. Would not hire this company given that experience. Be very careful who you let into your house and check them out first and learn how much experience they have and if the company has indeed signed them on. The number in the phone book could give numbers of people who pay them for referrals. This was a horrible and embarrassing experience. Waiting until 10 pm for them to finish up. What the heck were they doing in my 4700 sft house??? I did not see them most of the time.
9 years ago
Terry Yassir San Francisco, CA
WOW! The rep on the phone was simply wonderful. She helped me with several issues I was having and stayed on making sure they we're resolved. Couldn't be happier
9 years ago
Karen Young
I had an ADT system installed 4/17 in our new home (9/16). The installers were warned if they moved the washer to be careful because of the close space and watch the hoses. Two days after install I started a load of wash, left the room for 5 minutes and came back to a flood of water running from the laundry to the front door. I called the installer immediately and he admitted fault and gave me the number at ADT. No problem. wait until we see what the floor will do. One month later the floor buckled so bad it is like a roller coaster. I called ADT and they said it a nit their responsibility. Called third party installer, Defender and have been ignored and put off for three months. Their insurance adjuster (another third party) came out 10 days ago and the insurance company still has not received his report. I will withhold final review until I see how this will all turn out. So far I am not impressed.
9 years ago
Andy Littleton, CO
The system in the house worked okay. We lived in a pretty safe area and got it for the family because I needed to travel for business. The sales reps don't give you the full story. Sales reps won't talk about the 36 month contracts. When I cancelled and took a $900 cancellation fee rather than work with them again at our new home, I asked them to train sales reps to cover the 36 month contract piece with customers. Customer service said they are aware of the issue, but because it says 36 months in the contract, they feel no obligation to ensure sales reps cover it with customers. CUSTOMERS EXPECT CONTRACTS TO REFLECT WHAT THE SALES REP SAYS! Signing up for 3 years with a huge cancellation fee is a big deal, but they don't care about the customer. I posted some frustration on twitter and received a response asking about my experience. When I explained my complaint I received no response back. Also, the sales rep failed to mention that when we bought the "Ring" doorbell camera, we only received one month of free video cloud storage, after that, you must pay Ring to continue storing video, or you only use it in real time. A huge part of the value prop is that you can go back and look at captured video after the fact if something happens! You need to tell customers they will be paying extra for this! The way they handle sales is dishonest.
9 years ago
Federico Trujillo
After numerous complaints (2 months) the system was finally functional . Now on the wall where the key pad is, there is a monstrosity of Verizon signal booster.
To make matters worse, the quote I received from a customer service supervisor was not honored. I now pay double what was quoted me. On my initial call to ADT for security service, I was very specific that I had an AT&T microcell to boost my cell phone signal and that I didn't want anything to interfere with that connectivity. So guess what, after 5 technicians being dispatched to the house they finally determined that the microcell and their system interfere with each other. This is why I have the Verizon booster on the wall.
To make matters worse, the system sent out an alarm to PD and FD which they dispatched. Now I had to pay $16 to city for the false alarms.
Long story short, I am stuck with a system for 2 years, they held me to the contract unless I wanted to pay for the full 2 years to get out of the contract.
When the contract is complete, I will be removing the equipment and throwing it into the trash. Does that tell you how I feel about the quality of service that I received from ADT?
9 years ago
REGINA THOMPSON Savannah, GA
I HAD HAD ADT FOR 20 YRS PLUS. IN 2014 ADT SENT OUT AN ADT TECHNICIAN TO CHANGE MY SYSTEM OVER TO WIRELESS . THE ADT TECHNICIAN OVERLOADED THE ELECTRICAL OUTLET USED TO POWER THE SYSTEM AFTER MY HUSBAND HAD REPEATEDLY TOLD HIM NOT TO.THE TECHNICIAN INSISTED HE HAD DONE THIS NUMEROUS TIMES AND NEVER HAD A PROBLEM. WITHIN A FEW WEEKS MY HOUSE CAUGHT ON FIRE FROM THAT OUTLET AND DUE TO THE FIRE WE WERE DISPLACED FROM OUR HOME FOR THREE MONTHS. THE FIRE DEPT DETERMINED IT WAS AN ELECTRICAL FIRE FROM THE OUTLET BEING OVERLOADED & ADT REFUSED TO ACCEPT ANY RESPONSIBILITY FOR THE DAMAGES CAUSED BY THEIR NEGLIGENCE AND ADVISED THAT THE TECHNICIANS THEY USE ARE CONTRACTED AND NOT ADT EMPLOYEES AND THAT ABSOLVED THEM FROM ANY LIABILITY. ADT SHOWED NO CARE OR COMPASSION DURING OUR ORDEAL. THE ADT SMOKE DETECTOR NEVER EVEN WENT OFF OR ALERTED THE FIRE DEPT. HAD I NOT BEEN HOME TO CALL THE FIRE DEPT MYSELF OUR HOME & EVERYTHING IN IT WOULD HAVE PROBABLY BURNT TO THE GROUND. THANK GOD WE HAD EXCELLENT HOMEOWNER INSURANCE TO PROTECT OUR HOME & CONTENTS. I WILL NEVER USE ADT AGAIN EVER!
9 years ago
Cathy
I used ADT for 2 years and had nothing but trouble. I did my monthly system check and every month they sais I was fine. Then my system started sending "ghost alerts" to the police, fire and EMS. I called to get it repaired and was told the closest tech was 70 miles away. I said there is one 20 minutes away, I've used him. ADT swore they had never had a tech in my area. I gave up and called the tech 70 miles away. He said I needed to call the tech for this area because he doesn't service my town. I told him what ADT said and he was shocked. He called ADT and got my local tech scheduled for me. Unfortunately he never fixed it correctly and it never worked right. I gave up after 3 months and changed to a local monitoring and alarm company. They are awesome! DO NOT rely on ADT's reputation and commercials. I did and regretted it.
9 years ago
Jeffrey Lincoln, NE
I contacted ADT for an alarm system when our neighbors home was robbed. As a firearms dealer I need a dependable system. While I don't keep an inventory, the ATF publishes my address as a dealer.
I asked several questions:
Where are the alarms monitored from? Answer: Texas ( I live in Nebraska)
Who do you notify when an alarm is tripped? Answer: Police department ( I told them that I don't live in city limits so you mean the sheriff's department. They argued with me and said they only call POLICE.)
They would not send anyone out to determine what I needed, I was supposed to do that from their website. They would send a qualified installer only after I chose the equipment. The installer was located in a city 250 miles away in a different state.
Needless to say I went elsewhere for my system. Now they won't stop harassing me with phone calls and emails. I get 4 or 5 emails a day and usually 3 text messages a week.
9 years ago
Courtnee Bishop Fayetteville, NC
ADT is an all-around, absolutely terrible security company, and I actually dissuade people from getting it. From the nonexistent customer service to the actual equipment, I have been extremely dissatisfied with the service that we have been paying for over the last two years. To begin with, we got our service installed when someone ATTEMPTED to break into our house two summers ago. Less than two weeks after having the system installed, someone DID manage to get into our house (while the system was ARMED) and steal our belongings. They were able to do so by simply flipping the breaker and killing the electricity to our house. ADT NEVER reached out because “power outages happen all the time.” If I knew it was that easy to disarm ADT's system, my husband and I would NEVER have gotten it, because it is basically useless.
I submitted police reports and insurance documents to ADT in order to make a claim, but they NEVER responded. I called several times to cancel our service and again, I got absolutely nowhere. On top of that, at least once a month, the panel “loses” internet connection for no apparent reason (no outages, no storms coming, etc.) and needs to be reset. If it wasn't for one tech showing me how to reset it myself, I would have had to have a tech at our house EVERY SINGLE MONTH to simply reset the system. That is absolutely ridiculous! Also, ADT has cost my family hundreds of dollars with the City of Fayetteville because they've sent officers out to check on false alarms—alarms that were caused by our 30 pound dog, which the tech who installed the equipment PROMISED a 30 pound dog “could not, would not” trigger the alarm.
Overall, ADT has lied to us, cheated us out of money, and left us at our most vulnerable. Of all the major purchases we've made, ADT is our biggest regret. We should not have to pay for this kind of service or treatment, and we will continue to warn other homeowners about this company. In my husband's own words, this company “sucks butthole juice.”
9 years ago
S Richardson
My alarm was struck by lighting about 2 weeks ago, as a result my phone line went out. I was without phone service as well as alarm service, for about 2 wks. I contacted my phone provider and they came out and stated that the problem was with the alarm. The alarm service stated that my motion detector had been struck by lighting and ADT does not cover lighting strikes. I asked the tech to disconnect the alarm system, he would not and left. I call the customer service number and attempted to cancel my service and they stated that I would have to give a 30 day notice. After that they set my alarm to go off, which I did not know how to shut it off. So I finally was able to pull the plug out of the wall jack, to stop the noise. This was the most horrifying experiences of my life. How could they be so mean. All I wanted them to do is disconnect the alarm and close my account. I would not recommend them to anyone. I've been a loyal customer since 1996 and they treated me so bad, that I had a nose bleed.
9 years ago
Jamie Reed Chicago, IL
So nice to have the piece of mind that comes with security. Delivery was faster than I expected and I didn't have any trouble with the set up process.
9 years ago
Paul Meadows Sunland, CA
Paul M.
June 23,2017
First did not know was not dealing with ADT direct, Defenders are the worst.
Second the installer installed excessive sensors and tried to get me for a over $ 2,000 charge.
I Balked and wanted regular defined install as in ad..
Installer went ahead and installed excessive censors that continued to go off. 18 glass sensors where three would have worked.
Now have a invoice from the City for three false alarms and now their response policy is "whenever some one is in the area" timing.
Had technician from ADT evaluate system and stated "installation disaster". System cannot be trusted and he powered down the system.
That was on June 15th. Contacted AFT, I thought and always got Defenders no matter how many numbers I tried.
Finally got someone to transfer me directly to ADT.
They said that I needed three service calls within the first 90 days to have the system /contract cancelled with Defenders. Defenders are the only ones to do this-like trusting the fox to guard the hen house.
Well I am waiting for my their service call so I can do the cancellation per their contract.
Sorry I ever answered the ADT flyer, so I thought.
9 years ago
Shari R
Everything is fine as long as nothing goes wrong and they collect their money from your account. However, we all have this service for protection when something goes wrong. The monthly monitoring fees were getting ridiculously high. Someone was entering my home and taking jewelry and the motion detectors did not alarm. I had to literally insist that they install additional motion detectors and, violet, the alarm was tripped within days. Communications with customer service are horrible from the start if you have a complaint. Then they send out "technicians" who seem to have minimal experience. I wanted an additional camera over the driveway area and was sold a tiny little camera that did not work at night. It turned out that the ambient light source was inadequate for this camera. Their salesperson chose the camera after an on site inspection and he should have been aware of the ambient light source requirements. But - of course - after the fact their attitude was that I should have known, in advance, that the camera needed more light. And before the light source problem was identified there were a few other ridiculous explanations suggested that would have required expensive equipment and installation fees. What they did install has wires hanging down in my garage and one guy tried to drill though a roof support. Another guy drilled a big hole in the stucco that has silicone globbed in it. I cancelled my service with this company and wish I had never hired them.
9 years ago
Michael Stephenson
ADT is the worst security system ever. We have a newer system (install about a year ago) and they make you sign up for a 3 year contract. We have had nothing but problems. Putting it into away mode where the motion detectors are active always sets off the alarm. We have a large home and there are areas that can't be covered by the ADT wireless system. The final straw was when a smoke detector erroneously went off causing the audible alarm sound continuously. Upon calling ADT to have them send out a technician, they told us that we'd have to pay for that. As a result we asked to cancel the services and were told that according to the contract we were liable for 75% of the remaining cost. The contract is there to keep you paying for their cheap (in terms of quality of equipment) system. Learn from my mistake and don't use ADT and if you still decide to do so, do NOT sign up for a long term commitment.
9 years ago
barbara johnson Minneapolis, MN
BEWARE of their authorized dealer program. Two sensors improperly installed and no mention of three year contact. System did not work....error message door open...NO DOOR WAS OPEN.
Called ADT and was told it was batteries.Wrong batteries for my my system was sent. Finally called a manager/supervisor and he explained about the authorized dealership program. He told me if I stayed through the two year period, cancellation would be possible with a modification of fee. A real ADT person was sent out to fix sensors correctly. My two years are up and I have cancelled.......... No, sadly, there was no adjustment on the cancellation fee. ADT needs to either eliminate the authorized dealer program or make provisions to customers that received shoddy workmanship due to a authorized dealer's deceitful methods.
9 years ago
Ruben Guaderrama Las Cruces, NM
I purchased a security system through ADT with the understanding that I would only need a monitored service for about two years. I was clearly advised that I could still use my system as an unmonitored burglar alarm after my two year contract expired. I fulfilled my contract and after 4 years decided to cancel my monthly monitoring service to save on monthly expenses. Imagine my surprise when the effectively disabled my entire system, advising me that I would have to renew monitoring fees to get it operating again! They advised me that there was no way to effectively bypass a communications system error indicator and use it as a stand alone burglar alarm. I called around and was able to find a technician to bypass their communications error message which was an annoying chirping sound. With the push of a few buttons the technician was able to bypass the need for monitoring. Should we be more concerned about the deceit with ADT or the thieves they are claiming to protect us from!
9 years ago
Cathy Mount Pleasant, SC
To those of you who say you "feel secure", DON'T. Had ADT for 18 years. In March, my home was burglarized. (I was at work.) When I arrived home unexpectedly, the alarm was still armed. Thief broke a window to enter. ADT still hasn't explained why the motion sensors didn't trip the alarm. "Sorry" they said, and offered to install glass breakage sensors "for only $620". WTH! I had to call the police, have them search the house, attic, crawlspace to make sure the intruder wasn't still inside. Many of the items stolen couldn't be replaced, ie, my late mother's jewelry, and pictures of grandparents long gone. No, don't feel secure if you have ADT!
9 years ago
Mileen Coulter TX
Complaint Description:
ADT installed my security service May 10, It's May 16 and No time set for servicing the unit. Unit installed on May 10, May 12. The unit went off while in stay mode and I put in my code. Then it went off again while it was in Stay. The person had me turn off the motion sensor. I don't want to pay for anything I can't feel secure with. This is after all a Security system!! It is now May 16 and nothing from the office about servicing it. so I still want to cancel my account.
Your Desired Resolution:
First night I set it in Stay and it worked. Second night I set it in stay and I got up from the computer and walked into the kitchen. Alarm went off. keyed in code and turned it off two times. Called ADT She had me walk into rooms where there was no motion sensor and it went off. someone had me turn bypass the motion sensor. I have set it in away a couple of times? I can't have a system that won't work and I faxed a cancel within 3 days. I believe I will go with a more reputable company.
9 years ago
linda preston
Absolutely the worst service I can remember getting from a company! First off they didn't tell me that the police don't have to respond to the alarms (which they don't where I live). Then the alarm started going off on it's own. I just called them and spoke with another idiot there, and she said that if I paid them another $99.00 I could have my service turned on again. I had it turned off due to false alarms. Well, Tansy, or whatever her name was said that I could have my system turned back on if I signed another 2 year contract. Hello?! I have to pay until Sept. so why does she want to stick me with another installation fee and 24 month contract? Too be mean I'm sure. Some of the worst idiots I've talked to work there and I hope people boycott this company!
9 years ago
Meeche Miller
I was satisfied with my ADT system until I decided to add cameras - the cameras are awful - can't see anything in dark but some white figures -they catch the first 30 seconds and then go blank for 4 minutes -bad - When switching to cameras - they rewired my whole system and NOW, the alarm is so quiet I can't hear it I called ADT and they said I was wrong - comes from factory quiet!- it did not come quiet originally! Before I added the 3 cameras - the alarm was real loud and I could hear it all over the house - it cost me an additional $624.00 to add 3 cameras that don't do the job at all and my monthly went from $42.84 to $56 77 after cameras were installed and I am stuck with this for 36 months!
9 years ago
Review Source
Don Boren American Fork, UT
They provide good service, but I wish they would provide free/inexpensive upgrades to their equipment. The system we had grew out-dated in a few years. It worked but was very low-tech compared to newer systems
7 years ago
Review Source
Ted Johnson Pleasant Grove, UT
ADT has been easy to install, I am able to log in and out easily and turn it on and off and do not have alarms tripped. They have given me the peace of mind to know that my home and family are safe.
7 years ago
E. Connor Jacksonville, FL
ADT is absolutely the worst company for customer service. Their supervisors are NEVER available and the customer related complaints are never resolved. I have never encountered such a predatory company as ADT. Their customer service representatives totally ignored my wishes as the customer from the outset. Simply put, it was their way or the highway. I chose the highway. ADT is totally unsatisfactory in its business approach to customer satisfaction.
5 years ago
Lisa Saint Paul, MN
If I could give lower then one star I would! Worst company I have ever dealt with. They said if your system is going off due to a faulted sensor they don’t call you. This happens all the time! Very displeased with my service. I get woken up in the middle of the night to “faulted sensors” and they don’t even give you a call to alert you the sensors faulted. Doesn’t make me feel very safe. DO NOT RECOMMEND!!!!!!!
5 years ago
Not staying with adt Chicago, IL
Terrible customer service. Scheduled for equipment upgrade twice and first time technician no showed and second time showed up late. Called customer service to complain and they absolutely had no response other than we can reschedule for another four hour window they probably won’t show up for. There are plenty of other alarm companies out there to choose from and I will switch my business alarm ASAP and home alarm when the contract runs out. So, if you are busy and don’t have time to waste with incompetence go with someone other than ADT
5 years ago
