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This complaint concerns a commercial install performed for a non-profit organization. After almost six months, we still don't have a fully-functioning system and are out nearly $8,000. Our experience has included a ridiculously long list of faulty parts, missed service calls, false trips of the system, added riders to the contract during the installation process, and horrendous customer service from ADT management in the Richmond office.
The only thing ADT has done well and consistently is bill us for service and monitoring. Otherwise, they've replaced parts repeatedly without successful resolution of the problems. They've scheduled service appointments, then not shown up and not called, and their sales and installation managers are using the poor field guys as barriers in an attempt to avoid speaking with me.
I have devoted almost 100 hours in the past six months to arguing bills, driving into work at 2am to disarm a false alarm, and grappling with managers and service technicians. They have cost our non-profit a large amount of money and time due to their inefficiency, poor customer service, and faulty system.
Also, as part of the contract negotiation process, they agreed to donate $500 to one of our projects. After that donation wasn't received for four months, I was informed that they couldn't make the donation and would instead deduct that amount from our monitoring; yet another example of their inability to follow through.
I strongly encourage you to consider other security companies as I will never give business to ADT again. Please consider going with local, smaller security companies (of course check with Better Business Bureau). The only satisfactory resolution at this point would be a complete refund of all costs associated with installation and monitoring (over $7,800) and an apology from a Regional Manager.
We have experienced similar problems with ADT. In a nutshell, their customer service is anything but that. Following is a summary of my experience:
1. Due to faulty equipment in our home, several alarms have gone off in the middle of the night waking neighbours and family.
2. Repeated calls to ADT for service have resulted in THREE missed appointments, and no phone calls to let us know they weren't coming or to reschedule.
3. Calls to the district manager resulted in promises to help, but no action and no follow-up.
4. I am dumping ADT and converting to a new local service with an excellent reputation in the community.
This company has some major problems with operations management. Don't waste your time and money with them.
Hey not only should you not buy a security system from defender security because they have sex offenders who sell the system to you over the phone like what happend to my sister.
The thing was in order to qualify she had to pass a credit check and this registered sex offender actualy ran a credit check on my sister.
I cant imagine how any of the major credit unions would allow a registered sex offender to run a credit check on my sister.
When I called equifax they said its not against the law and its up to the company what kind of precautions they take.
Warning, Dont buy from Defender Security, They have sex offenders working there.
Never Ever buy a security system from an Authorized Dealer. My sister got a security system from Defender Security and I later found out that the guy she bought it from was a registered sex offender.
Thats great, this guy has my password, my social security numer, my credit card number and my email address and phone numbers.
Warning dont buy from Defender Security. Sex offenders work there.
Dan Rider.
I too have had multiple issues with ADT Security Services that resemble this complaint, and have included the following:
1. Had an alarm event that required notification to the local police department. 45 minutes later, the police department had called back -- long after I called them directly and they'd been to the premise -- to advise me that they received a call that was misrouted and transferred trough various sources (phone operator, state police, county dispatch, finally to my local police) because ADT had the wrong phone number for the local police, despite our providing the correct one. When we called them to correct this, we were told by the phone representative that nothing could be done about it. So I'm paying for police notification that isn't happening properly. Oh, ultimately, the original event was a false trip of a motion sensor, so once again -- as with the original complain to this thread -- faulty equipment is the culprit.
2. Scheduled an appointment for ADT to move my security panel due to a door installation. Technician arrived late, berated the door installers, continually used foul language with me and the installers, spent 2 hours rewiring the entire system, then left it in a non-functioning condition to go to other appointments and never returned. Had to insist that an off-hours technician repair my system and make it optional at 10PM -- more than 9 hours after the first technician left. Also scheduled a CO Sensor installation (see 3. below).
3. Scheduled a CO Sensor install for a month ahead with a technician. Received several calls from ADT indicating that the part was received, and then asking "if I wanted to schedule". Corrected them on no less than 3 occasions, and asked how we make sure this is scheduled, was assured this was under control. The morning of the installation, receive a call telling me that they "don't have the part and would need to reschedule", after being called to schedule 3 times prior because "we've received the part".
ADT clearly is not handling its business well, requests for escalation are not well-received or taken seriously. Calls to local office are not handled by managers immediately, and post-sales service is not taken seriously. Clearly, their goal is to sell you the system, then not service it properly, and shrug their shoulders and feign ignorance when things go wrong y pointing the finger around. I've contacted the business without response on several occasions, the most recent this morning after the missed appointment. The next one is to the Better Business Bureau to raise the complaint, though I doubt there's really a satisfactory resolution possible at this point, nor do I think that ADT will much care.
Have had ADT for 3 years and a month or 2. In this time we have had one alarm failure fixed at a cost of about $175 dollars.
Since then we have had the same alarm fail about 5 times and one motion detector alarm.
The smoke/heat detector failing is reset the system and maybe for weeks no more failures.
No one smokes in the house. The alarm in not in a sensitive area, like water, smoke or heat.
ADT's response is well have it serviced and then put the charges in dispute. AHHH we did this once and paid dearly for a very inexpensive sensor.
Well, we was going to do that once again and we had a promise of the service time. About 30 minutes before the call ADT calls and says how do we get to your place. Where are you? Well they were at least a hour's drive and we had another appointment to take care of.
I feel that after this number of alarm failures and the delay in contacting us the system is of zero mental value.
We will be going else where for an alarm system and hope other also consider other suppliers.
I HAVE HAD THE MOST TOTAL WORST EXPERIENCE WITH ADT... I AM STILL LOOKING FOR A REFUND OF 60.00 THAT IS MY MONEY FROM THEM CHARGING FOR 2 PROPERTIES. I CALLED TO MOVE SERVICES, WHY CALL IF YOU ARE GOING TO STILL DEBIT MY ACCOUNT? WELL NEATLESS TO SAY, I WAS CHARGED FOR 6 MONTHS BEFORE I NOTICED DOUBLE CHARGES ON MY BANK ACCOUNT. WELL, I HAVE HEARD, THE CHECK IN THE MAIL, THE FUNDS HAVE BEEN TRANSFERRED TO YOUR BANK ACCOUNT, THE FUNDS WENT TO A FROZEN ACCOUNT, THE CHECK WAS LOST AND WE ARE INVESTIGATING IT, AND THE FUNDS WENT TO THE WRONG ACCOUNT AND WE HAVE TO INVESTIGATE IT... WELL IT DONT TAKE A GENIUS TO FIGURE OUT THAT I HAVE GOTTEN THE RUN AROUND AND WAIT ALL OF THIS COME FROM MANAGERS EVERYTIME BECAUSE A REUGLAR REPRESENTATIVE COULD NOT HELP ME. SO IF THE MANAGERS ARE GIVING OUT MISINFORMATION THE REPRESENTATIVES DONT HAVE ANY CHOICE BUT TO BE MESSED UP. I JUST WANT MY MONEY!
BUYERS BEWARE! ADT AND DEFENDER SECURITY IS NOT THE PLACE TO PROTECT YOUR LOVED ONES!
I CALLED ADT WHO UNKNOWN TO ME PAWNED ME OFF ON DEFENDER SECURITY OUT OF INDIANAPOLIS WHO SENT OUT 2 GUYS ONE WHO WAS CLUELESS ON WHAT TO DO, WHEN THEY LEFT THE ALARM SYSTEM DID NOT WORK, A QUICK CALL TO ADT AND ALL I GOT WAS CALL DEFENDER, THEN A QUICK CALL TO DEFENDER AND ALL THEY SAID WAS CALL ADT AND HUNG UP!
WHIT OUT BEING TO LONG WINDED, I FILED A COMPLAINT WITH THE ATTORNEY GENERAL, THE BBB, AND FILED A CIVIL CASE, AND THEN I GOT ACTION...
IN SHORT FIND ANOTHER COMPANY TO SECURE YOU LOVED ONES AND GOODS.
I decided my home needed a security system and called ADT about setting up an appointment. I was not happy at all with the guy who installed it and thought "well, if this is the kind of service condoned by ADT, then there is no way I want to be in a 3 year contract with them!" Disappointed, I decided to cancel within the 3 days allowed. The local company was apologetic and did try to smooth it out, but I just lost confidence in ADT and had a gut feeling that I should cancel while I could. Well, when I called your cancellation dept. on 9/21, I knew my gut feeling was right. The woman who answered brings a lot of words to mind; monotone, unhelpful, sarcastic, insincere and at times just condescending. After talking to her it hit me, "Thank God I cancelled". If she is a representative of your company, I want nothing to do with your firm. There are other options out there.
Be careful who you hire! You have lost me as a customer for life, not to mention everyone else I tell about my bad experience. Reputation is everything in your business.
I called ADT to get information about their alarm system. A salesman came over and said that since my house was not prewired, a wireless system will have to be used and I will have to pay about $230.00 for the equipment and sign a 3 year contract. Less than two years later the monitoring service went up $2.00 which is now 37.11. Exactly two years later I am moving to another house and I just found out that I have been paying for monitoring and I have not been getting the service. They did not even have my phone number. ADT said that it is my fault because I should have been testing the system monthly. Apparently the installer did not test the system when the alarm was installed. On top of that, ADT want me to pay $100.00 cancellation fee. I am out over $850.00 for a service I did not received.
ADT hired a sub-contractor to install a security system into my home. Defender security did not install the system properly so it is less secure having the system then it was without the system.
I do not feel safe because the technician did not complete the system installation and then walked out with my remote. My electric was disrupted, in one area of my basement and when i called they said it would take a week to return to fix it. I told them I wanted my remote, they told me the technician's car broke down. I called ADT and they sent a tech. the day after they made my appointment,the excuse was that the refixing would take too long so they needed to alot more time for the repair. The ADT tech arrived this am. and would not repair the mistakes and referred me to their installation dept. ADT's installation Dept. said I had to call Defender security. Now I ask you out there, would you allow them back into your home to repair what they ruined in the first place? I won't. My advice to all of you is do not trust your home's security to ADT... I realize it is a well known company but you cannot trust a company that does not stand behind their reputation when they do not care about who they farm out to... BE SAFE PLEASE!