ADT Security Services, Inc

I have posted and alerted people everywhere to never, ever use them. After I had problems, I checked to see if anyone else had issues with them and came across a ton of stories that were worse than mine, and mine is pretty bad.  I've hired and attorney and contacted the Attorney General.  They are completely disreputable. Even though my attorney spoke to whoever represented the company, everyone agreed that things were settled. They can't contact me except thru my attorney.  And they have contacted me 40 times in the past month. You don't want anybody to go thru this.  One of the stories is that a man was being robbed at gunpoint and he was using the clicker that they give you, and no one came.  My experience was that I had it installed at 1:00 and by 3:00 that same day, it wasn't working. I spent the whole next day on hold to cancel my contract.  Which I did within my window.  For another month or so they sent me more bills and charged me for things I didn't have. When they finally came to take the wall unit out, he left big holes in the wall. I said to the guy, "would you be okay if someone came to your house and left big holes in the wall?"  He said, "no, I wouldn't."  I asked him what his plans were and he told me they don't do drywall.  That same night it was installed, I had two men coming to my house to work.  That's why I had the ADT installed.  So I could feel some sort of security.  Which I did not.  I was very anxious!  Across the board F's. One of the most frustrating thing, is there doesn't seem to be any communication within the company.  In August, I got a letter stating that if I didn't pay my bill, they would turn off my service.  It was July when I had all their equipment taken out of my house.  I'm thinking to myself, what service could I be getting?  Don't threaten me with idle threats.  I don't have any of your equipment to turn off.

unknown

My husband and I recently bought a new home that already had an ADT security system in it. Once we were settled I called to have the system reactivated. At time of scheduling an install I was quoted almost $800 for the system to be upgraded to the kind of system I wanted. I agreed and scheduled the install. As both my husband and I work I scheduled an install appointment for a Saturday since it would take a few hours for the install to be completed. As the days passed between the date of scheduling and the date of the install I was called several times during the week and was asked "we have an opening today and can get your install taken care of today. We will be there around 12 noon" well no you won't because no one will be home as we have jobs and that was the whole reason for scheduling for a Saturday.
When the Saturday our appointment was scheduled for the technician called me at 7:15 am to let me know he was on his way and would be at my home around 8am. At 10:30am, when he still hadn't arrived he called again. This time to explain that he had to meet up with another technician to swap some parts and that he was now on his way to my home. He finally arrived around 11:45am. My appointment was scheduled for 8-12 so yes he was on time technically, but the whole idea was that this install was going to take a few hours and he was supposed to be at my home early so that we would not be stuck the entire day due to this install.  Strike 1.
Once the technician finally arrived he began by going over the install with myself and my husband. the system we were supposed to be having installed was originally going to have a few cameras included. The first impression the technician put off did not exude confidence to say the least. It may be stereo typical but the way he was dressed and acting I would have picked him as the guy that would be breaking into my home not the guy setting it up for protection.Needless to say the least as he was going over how he was going to have to drill holes through the walls from the outside to the inside for the power cable to the camera we wanted looking out over the front and back of the home, my husband lost all confidence in him and put his foot down removing the cameras from the install. We knew full well we could get home monitoring cameras at the store that were easy install and we could put them up without having to drill holes at half the cost and monitor them ourselves.
  After we all came to an agreement on what would be installed and what wouldn't it took the technician almost another hour to get started. So it is now almost 2pm and he hasn't even started the install. He finally got started and removed the old wall panel that was in place. The power line to this panel was run inside the wall and connected directly to the back of the receptacle that is below the panel inside the wall. The technicians bright idea to get it unhooked was to yank on the wire until it broke free and pulled it out. When doing so the large plastic piece at the end of the line broke part of the drywall around the hole that was behind the panel. His response was "oh that's not a big deal the new panel will cover that up. You'll never know it's there." Strike 2.
 
While he continued on with the install he mentioned how there are a few windows that are accessible and we should really consider adding sensors to those windows. He informed us that if we called the 800 number and scheduled someone to come out and add them to the system it would cost $80 each sensor, but if he did them that day while he was there it would only be $25 each. we agreed and told him to add them to the install. As he progressed with the install he seemed to lose even more confidence in what he was doing. He must have paired each sensor up to the panel at least ten times each. it took him almost 5 hours to install a new panel, 4 door sensors and 6 window sensors. He did not finish until almost 7pm. Once he was finished he asked me for payment. I gave a credit card payment of $443.97 that included the $300 cost of my install as well as the first 3 months of monitoring services since I was to be billed quarterly. After payment was processed he says, "oh I forgot to add the cost for the 6 window sensors" This is another $150. I try to give him my credit card again and now magically the computer used for processing credit cards is not working. He insisted I give him cash as I didn't have any checks since I don't use them. And this action alone cemented my first impression that he would be the guy robbing my home not protecting it. I'm not stupid I know full where exactly where the $150 went and it wasn't to ADT. Strike 3.
  
I should have known better and ended the game at this point , but I guess I am a glutton for punishment. The technician gave us the paper work, instruction manual, and quick reference guide and he finally leaves our home. That night before bed my husband (following the directions that were given to us) attempted to change the mast code on the panel to something private that we would remember. It wouldn't work as the master code that was given to us was not being accepted by the panel. the following morning we called the technician since he had left us his name and number and said if there were any issues to call him. Being Sunday we gave him the benefit of the doubt that he was off for the day so we weren't too upset when he didn't return the call. Over the next few days we called him several more times with no response. on Wednesday I finally had enough and called the 800 number tech support line. A very nice girl walked me through changing the code and our system was finally operational. However while talking with this young lady it came to light that all of the account information provided to the original sales guy, and again to the technician for the contract to be written was all incorrect in the main system. out of the 3 names provided to be called if the alarm were to go off only mine was on there. all phone numbers were incorrect, and the security word was incorrect. Had the alarm actually gone off there would have been no one for them to call, and had they managed to reach me I would not have been able to prove I was who I really am.
  
We finally managed to get all the account details corrected and set up properly. However now starts the billing. Over the next few weeks I received 3 bills stating that I still owed $157.93 for the install. Apparently according to their records my install was $500 and I also owed extra fees for the monitoring services. I explained to them that no my contract that was signed stated that the install was $300 and that I paid the first 3 months in full, and that if they felt I owed them more they needed to collect the $150 cash I gave the technician day of install. of course they wanted more information and are now looking into that on their end. But in the mean time I was now being hounded by them that I owe them more money.  I finally after receiving yet another bill and phone call, called them back and informed them they had 24 hours to get my account straight or I would be contacting my credit card company and disputing the charge, and that the only penny they would get from me would be the cash I gave the technician. Of course they gave me some run around again that well it's really your fault you shouldn't have given him cash, and I should have known better. Even though this is true it is not my responsibility to ensure the trustworthiness of their employees. They clearly need to do better HR and background screening when hiring. In the mean time for the incompetency and disrespectful way they speak to their customers I did dispute the charge on my credit card.A few days later I got a call from the local install manager. They would like to set an appointment to come and evaluate the system installed in my home to ensure I was charged appropriately for the equipment in my home. When I informed them unless they are coming to  give me my money back it doesn'

I am a landlord of a condo unit and unbeknownst to me, a tenant had an ADT system installed. The tenant ended up being evicted, so I called ADT to ask how to get the system removed from the home. The placement of the system is an eye sore in the front foyer and the wires are strung haphazardly through the living room. There is also a large charger screwed into one of the main outlets in the living room.
I waited on hold for about 20 minutes, thinking how, with such a long wait time, it's a good thing that I wasn't contacting them regarding an emergency, or if my alarm was going off mistakenly. I got through to someone who explained how to unplug the unit to make sure it wouldn't go off. I asked her if someone would come get the equipment and she said no, that was not their policy. I then asked how the tenant would have had permission to install the unit without my permission, because I was told by another agent when I called ADT that she would have had to have a signed form from me. I said I was concerned about the damage to the walls that I was going to need to patch and paint. She connected me with another customer service representative in another department.
This individual had a snide attitude, and basically went with the "It's-not-our-problem" line of reasoning. He said that the tenant signs a piece of paper that indicates that she has permission from the landlord to install. I said that was a bad policy, and he said it wasn't ADT's problem to check-up on what the tenant says, and it was between the landlord and tenant. I said, well then why did someone else I spoke to at this same phone number tell me that a landlord signature is required? He would not give me a direct answer about their policy and said that it was possible that different installers had different policies. I asked again if they would come remove their equipment, and he said it wasn't "worth their money" to remove the equipment and it is in the paperwork that the the equipment stays at the property. I said, well the paperwork wasn't with me, it was with the tenant so as a customer service measure, they should come remove it. He said they couldn't because it opens them up to liability if "something happens" when they come to remove it. Again, he said it is up to you to pursue this with the tenant. I also think that they purposefully don't remove the unit because their hope is that the next tenant/owner says, oh well, ADT is already installed, maybe we'll get a contract with them...dishonest business practice- not to mention wasteful and not environmentally-friendly (if I remove the unit, it is going to go in the trash (aka landfill) whereas if they took 5 minutes to come pick it up, they could re-use it.)
I understand the points he was making, but his attitude was very uncaring and it seems like a selfish move of the company, to install a system so quickly and easily and then take no responsibility when it turns out that they didn't actually have permission to install it. It would be a simple step to require a landlord signature, but this might decrease their ease of getting service contracts, so of course they aren't going to do it.
Even if I was in the market for a security system, I wouldn't use this company because of the crass customer service I received. If I were thinking about getting an ADT system, I would be wary of the customer service that is waiting for you once you are on the other side of signing a contract.

see above

They are thorough and they have a nice program, i like them. You keep adding information and your monthly fee goes up, you pay a one time fee. They were very accommodative and not to pushy. The lady that i dealt with is good but if you call her cell phone and she is in the middle of something, she won't pick up but she will call you back. They are a little expensive. They man who was working in my house turned off my internet after i had warned him. When they said they were going to show up they showed up.

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Sales Representative: Grade A+  Perfect!  You couldn't ask for a better person.
 
Installation:  Grade C  New person, just out on his own. Did a reasonably good job, but I had to have a 2nd Technician come out to correct some issues.
Billing:  Grade F- (only because I couldn't think of a lower grade to give them) This is the biggest problem I have had with ADT and the overcharge issues still have not been corrected.  They ought to fire the whole group and start over.  I am truly disgusted with the billing service they use.
Beware:  ADT will always send you a letter annually to increase your monthly billing.

Their customer service level has really dropped. I've talked to about 8-9 people and have got several different answers. Hopefully their professionalism will improve.

They were very pleasant and worked efficiently and neatly. I couldn't be more pleased from the sales person to the installers. A pleasure to have them in my home.

My ratings are for ADT's overall corporate-level service and quality.  My ratings in the responsiveness, punctuality, and professionalism categories are for their billing and business practices.  
ADT's business practices and billing and customer service are abysmal.  They were completely incompetent and it took me 4-5 phone calls over a 3-month period to simply cancel my service.  Their monitoring service is adequate but their business practices and responsiveness in that area, as well as their rush to send an already paid item to collection, were awful.  I will not do business with ADT again.  I have been told by others that they have had similar horrible experience with ADT concerning billing and, specifically, account termination billings.
Based on recommendations from people we know we transferred our service to Guardian, at a much lower price that is guaranteed long-term.

My experience has been excellent. They were professional and gave me a lot of options and listened to my concerns about securing the house. They're a national security system provider and they listen to your concerns and sort of tailor a security system around those concerns.

The installation was extremely cheap compared to the other places that we called.  Their monthly charges were the same like others.  They have been pretty good from the time I had contacted them.  The rep that came out to install the alarm was pretty friendly and informative about everything.  He walked us through how to use the system and what things we needed in addition to what we were getting.  That was really nice.  They have been pretty good about everything so far.

They did a great job. They did everything they were supposed to do. I was pleased.

the installation was scheduled and the technician arrived on time.He installed,wired and tested the system in about 2 hours.He gave my wife instructions on how to operate the system and we have been using it since then with no problems.

Their price is a little better than the others. They are pretty good in terms of responsiveness and when they installed the system, they were on time. Overall, I never had a problem with them.

See above - problem of incorrect hook up reportedly corrected but resultant problem with "dead" phone line which occurred as a result of their error as confirmed by Verizon and the ADT tech still not rectified and customer service staff keep you on hold for excessive periods and do not attempt to fix the problem despite major inconvenience and aggravation to the customer who is expected to take time off work repeatedly to accomodate them.

ADT Security Services are very good but their extras can be costly.  Their monitoring services are great.

They appear to be reliable and the service works.

Everything was fine, and they worked well with us. My bill was going to be $800, but it turned out to be $580. They are trying to clear up my bill. They provide an excellent service.

They are a horrible company. They left out a lot of truths with their billing information. They gave me vague information, and when I confronted them they said I should of read the fine print. They charged the account without telling me, and they left a big mess.

I have been satisfied with them.  The main reason why I picked them is because the previous owner had used them and I got a special deal.  I find their price very competitive.  They are very responsive.

They did an excellent job and I would use them again.

They are fine.  I've been very pleased with their service every time I call them to do whatever I need them to do.

In 2010 they installed surveillance cameras  and i pay annually for the security system. I would recommend them because when I would have a problem, they will come right out immediately. The cameras are very good and the equipment is top notch. I like that the cameras are smaller and do the same work that larger cameras would.