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1.6 612 Reviews

ADT Security Services Complaints Summary

90 Resolved
517 Unresolved
Our verdict: With ADT Security Services's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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ADT Security Services reviews & complaints 612

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9:48 am EDT

ADT Security Services cancelation of contract

I canceled my contract with ADT in the reqiured 3 business day stated on the contract it also stated they would pick-up the equipement in 10 days after the cancelation date, which never happen, three weeks after the cancelation date a lawyer calls me and tell me am beingn sued for the equipement.

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Jimmy John john
, US
Mar 22, 2012 9:37 pm EDT

Their $1000 alarm system costs them less than $99 from Chinese manufactures. That is why the sell it to YOU for $99 because they are not losing any money on it yet they claim they gave you a system valued at $1000! What BS!.

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mceltix2000
Cleveland, US
Feb 21, 2010 7:20 am EST

Full Disclosure: I'm a salesman for a subcontractor of ADT alarm systems.

Our installers/technicians come out in 1-2 hour time windows. you do NOT need to take entire day off. they are paid pretty well, so we make sure to verify you are home before sending them out. Answer your phone when ADT calls, so we know that it's ok to send out our service techs.

Sorry about the contract issues...maybe next time just BUY the equipment if you hate contracts that much. We can't afford to give you $1000 worth of stuff and just let you walk away after 2 months...bad business model.

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Mister Jones
, US
Oct 16, 2009 2:11 pm EDT

ADT here in Douglas County, GA is HORRIBLE. Avoid them!. Our instaler was so bad that the system appeared to work fine but we had no signal going to the ADT monitoring station for months. We received no credit. Now, we have the system not working correctly again. The service tech was supposed to be here yesterday but no-showed. A day of pay is lost when one takes the day off to await ADT. They rescheduled for today and it isn't looking so good. ADT refused to give us any real credit. They offered to credit the last few days of down time at a buck a day. They are nasty to deal with and like to remind you that you are stuck in a contract with them until 2011...

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Hollie
,
May 13, 2008 10:39 am EDT

Did you write down when you called them and time and who you spoke too?
That would be info you wanted to keep and tell them back, ask them to come and pick it up like they said they would.

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4:06 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

ADT Security Services I cannot recommend them

Joseph Morte at ADT in the Pleasanton CA office told us we were signing up for a month-to-month contract which could be cancelled at anytime. "Nothing to lose" Joe said. In a classic bait-and-switch he put us on a 2 year contract that has a $500 early termination fee. We've spent almost 6 months trying to resolve our problem with ADT and every manager tells us the same thing "nothing we can do". Google "ADT lied", we are not alone. ADT protects your home while stealing from your wallet. Sorry, but I cannot recommend ADT Security.

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pink
Oak Hill, US
May 18, 2009 3:46 pm EDT

I just found out that I have not been connected to ADT monitoring for over a year. Thank God we did not have to need them. I changed my phone service from land line to voice over IP (carrier is compatible with ADT) in March2008. Immediately after that I got a call from ADT saying they lost us so we had to ask Comcast to rewire so that ADT could be connected. We tested after and it worked. Last Saturday out of curiosity I disconnected the wall unit to see if ADT would detect the disconnection but never got a call from ADT. After I called them I found out that they have stopped monitoring for connectivity for customers who do not have the fire protection. She saud that because of the number of customers they have they have to limit this type of monitoring to that group. She said that it was our responsibility to test the system once a month. A successful test once a month is not enough assurance that you will get the help when you need it. What if the connections fails between the time you tested it and the time you needed the help? You have to test your system practically every minute to get that assurance. What is the point in paying ADT every month ifyou do not have the assurance that ADT will be available when you need them? I am furious that I had to pay them for 15 months for a false sense of security! I cancelled immediately and became even more angry when they told me that the disconnection was to take effect a month from now to which I told them that they should pay me back since March2008.

ComplaintsBoard
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12:20 am EDT

ADT Security Services adt lied to secure contract

An ADT sales rep got us to sign up for service by promising us a month-to-month plan that could be canceled at anytime for any reason. "Nothing to lose" he said. In a classic bait-and-switch we were placed on a 2 year plan with a $500 early termination fee. We discovered this by accident when contacting ADT for an unrelated issue. Over the past 6 months we have spoken to countless ADT customer service reps and managers, while they believe we are telling the truth, all tell us there is nothing that can be done. One rep went as far as to tell us ADT is in the business of making money and therefore would not alter our contract as it's just not company policy to do so. The sales tactics of the ADT sales rep who sold us our contract were both unethical and illegal yet ADT refuses accountability. We are frustrated and disappointed in ADT as we expected much better service from such a large firm. Google "ADT lied" and you will see we are not alone.

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Update by eric
Apr 24, 2008 11:15 am EDT

If anyone has a complaint about ADT security or any other business, be sure the file formal complaints with the FTC (Federal Trade Comission) at ftc.gov and also with the BBB (Better Business Bureau). By doing this the pattern of abuse is recorded and ultimately the company will be investigated by the authorities and held accountable for laws they might be breaking.

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alawrence37
San Francisco, US
Dec 30, 2013 10:28 am EST

I know a lot of people who have started using http://www.polosecurity.com/en/services.html instead, because of these problems. What do you know about them? I've been wondering for a while where to get my security system from.

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ADT-Knoxville
Knoxville, US
Jul 06, 2011 3:42 pm EDT

I have recently started working for ADT and have quickly found out that the dealer network has most often been at the heart of the problems. The have been known to bait and switch more then once. The problemI have is I don't understand is why customers do not read the "3 year contract" fine print before they signed it. It spells EVERYTHING out in full.

My suggestion is read it before you sign it!

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Lisa Muse
Lexington, US
Feb 10, 2011 11:39 pm EST

South Carolina Residents can be assured of our commitment to honesty and service. Please visit http://1stpriorityalarm.com where Protecting You and Your Family is Our First Priority

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CORPORATE SLAYER
Newark, US
Dec 17, 2010 6:20 pm EST

I had ADT without any real issue but we were about to purchase a house and informed them that we would be canceling the service and was told that the would be a 75% of the remaining balance of the contract - EVEN CELL PHONE COMANIE DO NOT CHARGE THAT OUTRAGEOUS FEE FOR EARLY TERMINATION! EXCESSIVE TO SAY THE LEAST and we were told that if we moved that the service could be ported over or it could be cancel for a NOMINAL FEE - NOT 75% of the remaining contract.

So I no long live at the residence of service and they still are billing and they even increased the monthly service fee to top if off.

I WARN ANYONE TO NEVER NEVER NEVER USE ADT - THEY ARE UNETHICAL AND SHOULD BE TAKEN TO COURT! I HAVE JFILED A REPORT WITH THE BBB - BUT DO NOT THINK THAT IT WILL DO ANY GOOD - ADT JUST BUYS IT RATINGS WITH THE BBB LIKE MOST OTHER BUSINESSES!

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NotHappywithADT
, US
Aug 19, 2010 12:24 pm EDT

I completely agree with honest business owner's take below:

"The employee represents the company, the employee lied to and deceived a consumer regarding the company's intentions. The company has an obligation to provide customers and potential customers with the truth regarding their products, services and contractual obligations. If the company profits from employee deception and does not provide a fair resolution to the customer to whom was deceived, then the company is clearly condoning unethical business practices among its employees and should be held accountable."

The employee is an agent of it's company. An Agent is authorized to act on behalf of a Principal to create a legal relationship with a Third Party. The principal in this case was the ADT and the employee is ADT's agent, so ADT is responsible for the acts an ommissions of its agent. BTW, I am in the middle of fighting a month-to-month contract from the same location of ADT where the salesperson wrote on the contract mont-to-month. ADT's agents use deceptive practices to secure contracts.

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Stephen Drake
dasdasd, US
May 25, 2010 5:39 am EDT

People Don, t post In this Site...Tthis Site Is made just to sabotage the Image of other companies and Complaints Board gets Paid to do this, Most of the posts are being posted by their blooddy writers inorder to keep this site active ...

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Honest Business Owner
Sevierville, US
Oct 17, 2009 3:08 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I would like to comment on the last comment. The poster "common sense" implied he "ran a business" and "you will hire a turned time to time"...and that it is the fault of the complaintant for not reading the contract before signing. Although I agree you should read all contractual obligations carefully before signing, it does not give the company a free pass because they have to "hire a turd time to time".

The employee represents the company, the employee lied to and deceived a consumer regarding the company's intentions. The company has an obligation to provide customers and potential customers with the truth regarding their products, services and contractual obligations. If the company profits from employee deception and does not provide a fair resolution to the customer to whom was deceived, then the company is clearly condoning unethical business practices among its employees and should be held accountable.

Blaming a hookwinked consumer for unethical behavior of businesses is ridiculous.

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common sense
Pleasanton, US
Apr 29, 2009 4:14 am EDT

Venting about a ### employee that I'm sure is fired by no is no means the representation of a company. If you have ever ran a business you will hire a turd time to time. But they all show themselves and get canned.

Your lesson here is that you did not read what you signed. A 2 year contract. That is nobodies fault but your own. Lesson well learned.

Not complaint's I see on the system Install or service you are paying monthly. That's the ADT part you left out.

I agree with the above comment. The internet is a garbage can full of venters and non legetimate complaints on many companies. If you truly have a complaint go to the BBB or the FTC. They only post real complaints of a company. Unlike the world wide web.

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12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

ADT Security Services Poor service, incompetent/foul-mouthed installers, etc.

Multiple Issues with this business 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.

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 to 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".

Company clearly is not handling its business well, requests for escalation are not well-received or taken seriously. Calls to local office are not handled my managers immediately, post-sales service is not taken seriously. Clearly, their goal is to sell you the system, then not service it properly.

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mpd
Middleburg, US
Nov 16, 2009 11:21 am EST

These days complaints flow freely however, I do not find a complaint helpful when, it is solely a one-sided view of one party there is clearly at least two parties involved with, the second party not being allowed to respond to the claim? How fair is that?
Every time we turn around we are advised to shop for what we want and to get at least 3-quotes! How do you shop for something that you know nothing about other than who has the lowest price?
Reading the complaint speaks of relocation of a door contact for a new door? How simple? Install a CO Sensor again how simple? I have been in the alarm industry for more than fifteen years working with, several major alarm compaies along the way.
I will say that the complaintant does not mention that they had a survey of their system to see if; (a) it were expandable? (b) was the door contact for a new door or was it to replace an existing door contact to be reinstalled on a new door?
The complaint does not identify whether the door contractor damaged cabling to the door contact or whether the contruction activity (installing the new door) damaged the existing alarm system? It makes a huge difference regardless of who what alarm company is involved!
The complaint mentions the installation of a CO Sensor however, did anyone whether the alarm company or the complaintant identify the make, model, technology of the alarm control panel whether there was room within the existing control panel to accomodate expansion and addition of the CO Sensor? I did not read where the complaintant made the effort to PLAN for the improvements to their home and include an on-site survey by the alarm company in support of a timely & professional installation. The complaintant speaks of the technicians behavior, I don't read anything about the conduct or behavior of the complaintant?
Like I said, I get nothing from this complaint other than a one-sided slander and cannot take it seriously without a response from those that are directly described within the complaint or at least a reputable, unbiased investigator that would speak with, both-sides and then include their findings with, the initial complaint!

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vincen
White Plains, US
Aug 18, 2009 2:29 pm EDT

A quick google search will show you why Elmsford office is renown for its incompetence. Stay away, if you can

ComplaintsBoard
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12:00 am EST

ADT Security Services criminal acts

I ordered a ADT security system through US Alarm in Salt Lake City, Utah and the spokesman named Chris Nielson told me the installation would be $99.00, and they would bill me for the montoring service of $32.95 per month. I agreed, and an installation date was set up. I just happened to look at my bank account online the next day, and he charged my account $209.88 unstead of the agreed $99.00. When I called the company and told then to cancel my order if that was how they were going to conduct business by stealing money from my account, I was routed through the ADT office in Indiana, and they told me they would send a refund, but it would take 30 days or more! I will never use this service, and will make it my duty to tell everyone I can about this rip off!

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Boolby
, US
Oct 10, 2011 11:41 am EDT

We have had ADT for several years. I decided to turn off the monitoring - too expensive. It was fine. One day a lady called and told my husband to disconnect. She gave him the code to disconnect. The WILL NOT give me the code to turn on. Even tho it is not monitored, if we are broken into I want it to work in case we are because the neighbors can hear it and call.

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aggiepigtails
, US
Oct 15, 2011 1:54 pm EDT

My husband and I installed an ADT wireless system about 1.5years ago. Less than 24hrs after the system was installed a technician had to come back out because a zone was in alarm. We fought zone alarms for MONTHS! I have lost count of how many times I have been on the phone trying to figure out what was going on. They finally installed a booster more than 6months later that took care of the problem for a little while. Now we have zone alarms AGAIN and ADT flat out REFUSES to work on the system other than Mon-Fri 8am to 430pm. I am sorry but I work for a living, it cost me $500 A DAY to miss work I have missed too many days for this system that I have only actually armed three times! I cannot just miss "an hour or so" to wait for a technician I have to miss the entire day so please ADT please explain to me WHY ON EARTH should I pay you ANOTHER $25 and loose $500 to come to my house AGAIN when I am sure this won't work either.

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anea
, US
Oct 23, 2011 8:38 pm EDT

ADT does not delliver on protection or on customer service. In October of last year, our contractor turned off the system. It immediately sounded an alarm and he wasn't sure what to do because he didn't have the secret code to turn it off. He was amazed that no one from ADT ever called to check on us or our house. When we found this out a few weeks later, we called ADT to ask why they had not checked on us or our home to make sure we were okay and why - since they were receiving no signal from our house - had they not come out to check. . They had no answer. We asked them to send someone out to get the system working so that they could deliver on protecting our home. No one showed up. We called and asked for a refund for the time they were not protecting our home. They refused.
We called Comcast to ask for help. They responded immediately and were out the next day. They put their home protection system in and it works flawlessly. We have inadvertently set off the alarm twice. Both times they responded within seconds. We feel secure in our home. Now, we just want our money back from ADT! Beware of this company. They don't even deserve one star, but the rating system requires that as a minimum!

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MarC09
, US
Jan 15, 2010 7:47 am EST

I had a Wells Fargo security system installed in my home in 1985. Tyco purchased Wells Fargo in 1998 and merged the company with ADT. This is to show I have had monitoring service for about 25 years of which 12 years have been with ADT.

My husband has been on disability for the past year and a half and although I have been slightly late with my payments, I have always called ADT's billing department to tell them when my payments would be expected. On 12/18/09, I was invoiced $105 which was my quarterly payment. This is the ONLY amount that was due to them.

Tonight, I received a call from the "home office" stating I owed them $60 and that they had terminated my service. No warning, no letters, no calls prior to the one this evening. I then called their 800# billing department and spoke to a manager (Lisa) who said my service was terminated because "they had made numerous calls and no one could reach me" along with the statement that letters had been sent regarding the termination. ALL LIES! Funny how the "home office" could make one phone call and reach me this evening to tell me my service was cancelled. I still do not understand how in this day and age, a major company like ADT would cancel a VERY long-time customer over a $60 bill that wasn't even 30 days late?

To that I say "GOOD RIDDANCE"! After reading the numerous online complaints about ADT that outnumber other monitoring services by 20 to 1, I can only hope homeowners do their research before signing up with a company who has zero value for their customers. I will also be asking my 3 family members who signed up (on my recommendation) with Wells Fargo back in 1985 to terminate THEIR relationship with ADT due to the unscrupulous way they do business.

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Porter673
, US
Mar 03, 2010 12:48 pm EST

Previous ADT S Employee (Authorized Dealer)... ADT still after 3 months has yet to give back my deposit I put down for a badge and books! How many other are they doing this?

With a 80% turn-over rate - ALOT of Employees...

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happyhedgehogs
Murfreesboro, US
Aug 04, 2012 5:16 pm EDT

I wish I lost $500 by missing a single day of work--that would come to at least $125K work income a year, 3 times what I make and plenty of money to be able to cover a few unpaid days off each year! ;)
I just wondered if you had a resolution to this issue. Did they ever fully fix it? We're considering getting an ADT system...

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stopemnow
, US
Jun 18, 2011 1:03 am EDT

I have spent more than 5 months trying to cancel my dead mother's account with ADT/Broadview/Brinks security. My mother had the truly bad judgment to die without tattooing her security code on her 90 year old body -- and despite repeated calls, faxes of death certificates, faxes of estate info, they keep taking money out of her account each month. Crooks. Incompetent crooks. I've notified the state's attorney general. You folks should too. Put them out of business now.

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Lisa Muse
Lexington, US
Feb 10, 2011 11:38 pm EST

South Carolina Residents can be assured of our commitment to honesty and service. Please visit http://1stpriorityalarm.com where Protecting You and Your Family is Our First Priority

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Gigi1957
Toledo, US
Aug 28, 2010 3:27 am EDT

OMG, I was considering using ADT for home security...but after reading all the horrible comments from all over the country,
I WILL NOT EVER consider using ADT. I already had very similar experiences with customer service with AT&T and double billing and not ever receiving my over payment refunds. Thank you to all who made these posts...thank God for the internet.

Gail in Ohio

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donotuseadtservice
Sammamish, US
Mar 09, 2010 12:45 pm EST

I'd like to add some more information to ADT Security Service. Please be wary in entering into a contract with this company. There are plenty of providers out there that do not need a contractual obligation. They lock you into a 3 year deal which is not so bad as long as the service works with your configuration. If you break the service they are unwilling to negotiate or discuss any terms to ease the pain and it is 75% of the remaining contract plus a 30 day notice so becareful when you sign a contract with these guys. Customer Service is horrible and they are not interested in helping there customers. There service will not work with VOIP phone system so if your considering using them with this service do not even attempt it. My personal opinion is that you should look at other options that are way more customer friendly and can use technology that was made in the 21st century like VOIP or the internet.

Bottom Line do not use ADT Home or Business Security Service.

ComplaintsBoard
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12:00 am EDT

ADT Security Services not relaying the correct address to an emergency call and poor installation

ADT Home Security Alarm Systems - www.adt.com

In the spring of 2007 (March) my wife and I were out of the country. Our key holders had a call on the garage. They checked out the garage in the morning and found nothing. They reset the alarm in the garage like they set the alarm in the house. ADT dispatched an Ambulance to our house. The key holders asked the call be cancelled and ADT refused. To add to this situation the wrong address was given so the Ambulance wasted one and a half hours and never did show up at my house. The key holders were very upset over this as they are in there 70’s. They informed us they wanted nothing to do with the ADT security system anymore.

I did some research when I returned home and the caller has to cancel the emergency dispatch vehicle (ADT). I was very upset. Nowbody else in the neighborhood wanted anything to do with ADT security system in our house. Most people are retired or summer residents. I asked for a report on this incident and never received it. I called and asked to cancel the service and was told there was a signed agreement and I had to keep paying no matter what the circumstances. Unfortunately we got into a shouting match on the phone. I was very frustrated with the service and the fellow I was talking to didn’t really seem to care about my situation.

I submitted a complaint to the better business beaureau in Florida. This went no where and got the same results as my discussion with the rep. I was called from Calgary and spoke to John Baker at [protected] at 8:45 AM in Calgary. I had a nice talk and thought we agreed that an apology to the key holders would smooth things out. My initial contact was from Mexico. We agreed I would call when I returned and his manager would be in and the matter would be resolved.

I returned the call several times after returning from Mexico and none of my calls were answered or returned.

Since then I have talked another fellow into being the key holder and while I was showing him how the system works in the garage I pushed the third button on the left on the keypad and ADT called wanting to send an ambulance. This button is not marked; this button in the house is used to set the (away) alarm. When I was talking to the call centre I was told that pushing # and 3 together got an ambulance dispatch. So the keypad was not set up properly from the get go. If this keypad had been marked as it was set up to operate we would have never had this problem.

I called the emergency response in Parkland County and asked them exactly what they wanted for a address to respond to a call out. I then adjusted my call out address with ADT. I thought this would have been
ADT’s area of expertise! I am also miffed as to why you insist in including a Postal code with the response address as it has nothing to do with where we live.

What bothers me the most is the lack of interest in my problem and now I find it goes back to the original installation and having to find the problem myself.

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jackzack001
Phoenix, US
Jul 28, 2010 6:28 pm EDT

ADT Security is a joke! And a ripoff too!
I know because I worked for them for almost 2 years as a commercial and residential service engineer in Arizona.
I designed, installed and tested technical security systems at US embassies and consulates before I retired from the USG and went to work for ADT. I am an electronic engineer and had specialized USG training in all aspects of technical security. I did military communications systems engineering for 23 years prior to working in security.
When ADT hired me, they promised 30 days of training and I got nothing! They also said I would earn $75k but it was less than half that amount. And ADT managers, who knew nothing about security, expected and demanded that service personnel do at least 7 service calls per day, regardless of the complexity of the problem. Service crews were sent out with no parts and often had to call other service personnel to see if they were nearby and had the part needed.

ADT installs alarm systems that do not work and when a burglary does happen, they tell the customer ADT is not liable since the customer did not test his alarm system monthly as they are supposed to do.
Most homeowners would not even know if their system was communicating or not with ADTs monitors (they either have a communication link over a telephone circuit or a wireless connection via a cell radio transmitter). I personally saw situations where the system was installed and not working properly and the customer had been paying for months or up to a year without knowing it.
Yet despite all the shortcomings, ADT sees fit to charge $30-40 a month for a false sense of security - it's all about profit and little to do with customer service and satisfaction.
And ADT has no installation standards, installer training, or spare parts on service trucks. I was sent to one customer’s home which was about a 1 hour ride away; when I arrived he needed a few standard 1.5 volt batteries and I had none on my truck. I had to drive to the nearest Ace hardware and buy them using my own money. At other residences, I found the heavy alarm panel mounted with only drywall screws (it was falling off the wall), exposed conductors on wires, panels installed upside down, and sensors that had been installed days ago falling off.
ADT sales reps know little about security principles and how to design a proper alarm system. They advertize the $99 special, which is OK for a studio apartment at best, and then use the bait and switch scam to get the customer to shell out $1000 or more for an “expanded” home alarm system. Sales reps are out to maximize the total sale dollar amount since they get paid on commission.
And ADT will take over any system ever installed by anyone else, as long as the customer pays the $30-40 monthly fee. Then ADT will not have trained personnel or parts to support these odd ball systems when they do fail.
Buyer beware! It is a known fact that a big guard dog is a better deterrent for burglary! And keep in mind that a critical factor for any alarm system is the time it takes for police to respond to the alarm– if you are in a remote location and it takes 30 minutes for police to get there, burglars have this much time to crash and grab.

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lorraine triolo
,
Jul 25, 2008 11:39 am EDT

Terrible company-Beware! I signed a contract 9 months in advance and paid 50% up front when I renovated my house. They botched my job so badly-wires coming out of the floor and other wires stuck in the walls and not accessible after the drywall went in. I hired another wonderful company to do the work and ADT never returned my deposit money ffter months of sending letters and calling. Finally, I got the deposit back from my credit card company and now ADT can dispute it with them. They had the nerve to charge me $750 for prewire services and I will dispute that even if it costs triple the amount to fight it in small claims. This company is a joke!

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12:00 am EDT
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ADT Security Services - employee discrimination!

This company is staffed with scoundrels. They are bottom line oriented only. They care nothing about clients, employee’s careers, workmanship, professionalism, customer service, integrity, or anything else that doesn't put a dollar in their pockets. I worked in this industry for over 25 years and 8 with ADT. They are ###, you don't want to do business with...

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ADT Security Services unresponsive service

ADT Business Security
www.adt.com

My company has an ADT burglar and fire security system installed back in 2001. We have an ADT service ticket open, our number is 460 271 96.

This ticket was opened on Monday, August 13. Below is the timeline of my experiences with ADT in attempting to resolve this ticket:

8/13: Contact made to ADT central service number [protected].

Service technician visit scheduled for Monday, 8/13. Technician did not show up and no call was received by us indicating that this visit would not occur.

8/14: No visit from technician. Contacted ADT central service and was informed that technician would arrive afternoon of Tuesday 8/14.

Technician did not arrive and we did not receive a call regarding why not. Contacted ADT central service again in the late afternoon as was told technician would arrive on 8/15.

8/15: Technician arrived early afternoon. Technician diagnosed failed input relay board in our central door access control panel. Technician did not have this part in his truck stock, informed me that one would be ordered and I would be contacted when this part arrived so that a technician could be scheduled to complete this installation.

8/17: Was visited by our sales rep at my request. We requested a quote from him for an additional audible alarm for our shop floor. Explained the situation above to him, who stated he would follow up on this and contact me.

8/27: No response received from sales rep or ADT local. Contacted ADT central service to determine status of part ordered on 8/15. Was told by the service person that a service coordinator would contact me to let me know the status of our order. No follow up call received.

8/28: Contacted our local service manager. Left message for him asking for a call back. No response received.

8/30: Contacted ADT central service again requesting status. Service person attempted to contact local service coordinator and was unable to reach this individual.

The bottom line is this. One of our 2 main office door entrances has been non-functional for over 2 weeks. Despite repeated calls to various channels I have received absolutely no information from ADT that tells me when this will be resolved. This is not our first experience of this type with ADT. After a break in to our facility last year I had to wait 3 days for a service technician and received the same kind of failed "a person will be out today" promises I detailed above.

I doubt very much that this was the kind of support that was promised to our organization when my predecessor signed a maintenance agreement with ADT. I would like a response from ADT as soon as possible that includes a plan on resolving our current issue.

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Julie
,
Jun 02, 2008 10:44 am EDT

My advice, switch companies. I work for a company that distributes alarm equipment for both Honeywell and GE and I recieve many complaints just like yours every day from the St. Paul/ Minneapolis area regarding ADT. Because of my position, if you would like, email me at julie_gedist@yahoo.com and I will give you a number to a very reliable company that has the most up to date equipment and also the best reponse rates. Their monthly monitoring fee is about the same as ADT but they have way better service. Email me anytime.

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ADT Security Services In-depth Review

Overall Rating: 4.5/5

Company Overview: ADT Security Services is a leading provider of home security solutions in the United States. With over 140 years of experience, ADT has established itself as a trusted name in the industry, offering reliable and comprehensive security services to millions of customers.

Services Offered: ADT offers a wide range of services to meet the security needs of both residential and commercial customers. Their services include 24/7 professional monitoring, video surveillance, smart home automation, fire and carbon monoxide detection, and access control systems.

Pricing and Packages: ADT offers various pricing and package options to suit different budgets and requirements. While their prices may be slightly higher compared to some competitors, the quality of their services and the peace of mind they provide make it worth the investment.

Customer Support: ADT is known for its excellent customer support. Their knowledgeable and friendly representatives are available 24/7 to assist customers with any inquiries or issues they may have. Whether it's troubleshooting a technical problem or answering billing questions, ADT's customer support team is always ready to help.

Technology and Equipment: ADT utilizes state-of-the-art technology and equipment to ensure the highest level of security for their customers. From advanced alarm systems to smart home automation devices, ADT's technology is designed to provide seamless integration and enhanced protection.

Installation Process: ADT's installation process is hassle-free and efficient. Their professional technicians handle the entire installation process, ensuring that all equipment is properly set up and functioning correctly. Customers can expect a smooth and seamless installation experience.

Monitoring Services: ADT's monitoring services are top-notch. With their 24/7 professional monitoring, customers can rest assured that their homes or businesses are being monitored round the clock. In the event of an emergency, ADT's monitoring center will promptly alert the appropriate authorities.

Mobile App and Remote Access: ADT offers a user-friendly mobile app that allows customers to remotely access and control their security systems. Whether it's arming/disarming the alarm, checking live video feeds, or receiving real-time notifications, the mobile app provides convenient and easy access to the security system.

Contract Terms and Cancellation Policy: ADT offers flexible contract terms, ranging from 36 to 60 months. While longer contracts may come with lower monthly fees, customers have the option to choose shorter terms if desired. ADT's cancellation policy allows customers to cancel their service within a specified period, although early termination fees may apply.

Reputation and Trustworthiness: ADT has built a strong reputation for its reliability and trustworthiness. With millions of satisfied customers and a long-standing history in the industry, ADT is widely regarded as a reputable and trustworthy security provider.

Additional Features and Integrations: ADT offers additional features and integrations to enhance the overall security experience. These include home automation integrations, such as smart thermostats and lighting control, as well as integration with popular voice assistants like Amazon Alexa and Google Assistant.

User Experience and Interface: ADT's user experience and interface are intuitive and user-friendly. The control panel and mobile app are designed with simplicity in mind, allowing customers to easily navigate and manage their security systems without any technical difficulties.

Pros and Cons:

  • Pros:
    • Reliable and comprehensive security services
    • Excellent customer support
    • State-of-the-art technology and equipment
    • Hassle-free installation process
    • 24/7 professional monitoring
    • User-friendly mobile app with remote access
    • Flexible contract terms
    • Reputable and trustworthy
    • Additional features and integrations
    • Intuitive user experience and interface
  • Cons:
    • Higher pricing compared to some competitors
    • Early termination fees for cancellations

Conclusion and Recommendation: ADT Security Services is a highly recommended choice for those seeking reliable and comprehensive home security solutions. With their excellent customer support, state-of-the-art technology, and reputation for trustworthiness, ADT provides peace of mind and protection for millions of customers across the country.

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+1 (800) 884-4226 +1 (800) 521-1734 More phone numbers

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