ADT Security Services

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ATTN: ALAN D. FERBER, PRESIDENT RESIDENTIAL BUSINESS UNIT ADT LLC
DEAR MR FERBER, IVE BEEN AN ADT CUSTOMER FOR OVER 7 YEARS. I MOVED INTO ANOTHER HOME AT THE END OF LAST MONTH AND CALLED ADT TO CONTINUE MY SERVICES, THEY AGREED TO INSTALL NEW EQUIPMENT AT MY NEW LOCATION AND ALSO AGREED TO KEEP THE PRICE THE SAME AS I HAD BEEN PAYING. MY PRICE OVER THE PAST YEARS WAS $80.25 FOR THREE MONTHS SERVICE. THEY ADVISED THAT I SHOULD SIGN THE CONTRACT AND CALL THEM TO GET A GRANDFATHERED REDUCTION AFTER THE INSTALLATION. THE CONTRACT WAS FOR $89.95. FOR THREE MONTHS($29.98 PER MONTH) OR $3.20 PER MONTH OVER THE AGREED AMOUNT. ADT SENT ME AN INITIAL BILL FOR $104.84 FOR TWO MONTHS ($52.42 PER MONTH) AND I CALLED TODAY TO GET THE GRANDFATHERED AGREEMENT.  NICK AT ADT TOLD ME HE COULD NOT CHANGE THE PRICE AND ALSO THAT THE $104.84 BILL WAS A MISTAKE?   HELLO !!! ???, AND I ONLY HAD TO PAY $59.90 FOR TWO MONTHS, WHICH WAS A REDUCTION ?  THEN HE SAID THAT WAS A MISTAKE ALSO AND THAT I NEEDED TO TALK TO THE INSTALLER TO GET MY GRANDFATHERED PRICE AND HE CONNECTED ME TO CHAR # 13990 WHO SAID THAT ONLY ADT COULD GRANT ME THE GRANDFATHERED PRICE AND THAT SHE DID NOT WORK FOR ADT (LIKE NICK) BUT WORKED FOR DEFENDERS PROTECT NOT ADT AND SHE COULD NOT ISSUE AN ADJUSTMENT FOR ANOTHER COMPANIES BILL. I ASKED FOR A SUPERVISOR AND GOT KEVIN THE MANAGER, WHO SAID THAT DEFENDERS WAS NOT RESPONSIBLE FOR ADT CREDITS, ONLY THEIR CONTRACT AMOUNTS AND THAT HE WOULD CONNECT ME TO AN ADT MANAGER, SO I SPOKE TO DAVE MILIBELLO (NOT A VERY PLEASANT PERSON)  (PHONE # 866-561-0952) AT ADT WHO SAID HE WOULD NOT ISSUE A CREDIT AND THAT THE CONTRACT WAS WITH DEFENDER FOR THE FIRST 90 DAYS OF THE 3 YEAR CONTRACT AND THAT ADT WOULD THEN TAKE OVER BUT HE WOULD NOT REDUCE A CONTRACT THAT WAS WRITTEN BY ANOTHER COMPANY. PERIOD. I  CALLED KEVIN AT DEFENDER, WHO AGAIN SAID THAT THEY WOULD RESEARCH IT AND GET BACK TO ME. SO I SAID THAT I WOULD PAY THE $80.25 BUT NO MORE FOR THE SERVICE AND WARRANTY FOR 90 DAYS.  THIS IS A BIG PROBLEM HAVING YOUR NAME AND SIGNS ON MY PROPERTY FOR A CONTRACT WITH DEFENDER, AND HAVING YOUR CUSTOMERS STUCK IN THE MIDDLE OF TWO COMPANIES IN A DISPUTE. I NEED TO GO TO SOMEBODY TO GET THIS RESOLVED. WAITING FOR YOUR RESPONSE,

The price is perfect.

The presales and once you sign up is very, very good. The installation is okay. The post-installation follow up is poor. I don't know anything about their monitoring system because I've just had it for a short time. The installation was just barely okay. It was supposed to take one hour for the installation and it took five. They missed putting in three of the sensors they were supposed to. It is basically a wireless sensor system and the stuff that goes over the internet was badly installed so we have to get them to move that. They gave us a list of sensors but they didn't really tell us where they were so we had to map them out ourselves. They don't really give any training on their website. I'm supposed to be able to go in there and put in a plan of our home with the sensors but I have no idea how to do it. I called them a week ago Monday and they still haven't come back to fix it. Once they get you to sign up, it is like we never existed. The quality is okay. I would probably not use them in the future.

Yesterday, our furnace went off.  The house was cold, and we called the heating company.  They came the same day, charged us $150 for the visit, and told us it was a faulty ADT thermostat that was the problem.  I called ADT.  They asked me which day next week would be convenient to get our heat back on!  Then they said they'd have a scheduler call me.  No call.  Next morning I called back and persuaded them to get some help today.  A tech calls, but tells me he doesn't have a thermostat on his truck, although other techs do.  He tells me to call the 800 number to schedule an appt.  I call again, and the very nice woman on the phone is trying to cme up with a plan, and will call me back. 
This is the third time we have had this type of service problem with ADT.  The usual story is that they need to coordinate a technician and an electrician, so that takes time.
Very poor service!  Do not get the fancy system from them or you will be in the same boat!

Technician came early, did his work, explained everything, and left.  All was pleasant and easy.

They are very professional. The customer service is good. When they put the sensors on, they were not ones that we had agreed to. They changed them and it wasn't a big deal. They were easy to work with. The service works very well and I haven't had any trouble with them. I changed from another company and it was a positive change. They have already scheduled the appointment to come to do the new wiring. I got an AARP discount off the monthly charge.

It was a good experience, and I have had no problems with them.

Installation went well. The installer arrived within 15 minutes of the estimated arrival time. He inspected the (3) entry points I needed to secure, and began installing contacts at these locations. Next, he installed the motion detector, removed the old keypad from a previous security system, and then installed and programed the new keypad. After giving me an overview on the keypad features, and  illustrating how to disable, enable, or reprogram the function buttons, he installed a cellular unit in case of a power failure or the phones hard wires are cut.

I've had them over 5 years, am impressed with them, and highly recommend them.  I like the cost of their product, their efficiency in terms of how they installed the system, promptness in how they respond, and their efficiency in the system, and it is very easy to arm and disarm.  They are excellent, without question, I have recommend them to others, and the ones that got them, appreciate them, too.  ADT is #1, they are very professional, and you don't have wires dangling all over the house.  I am extraordinarily satisfied with them. 

Their service is not out-of-the-ordinary, but get the job done.

I would recommend them. They are good. 

They would get all A's. The cost was much lower than I anticipated. Everything from the guy who came out to determine what we needed to the guys who came out and installed and the follow up, has been excellent.

Began getting phone calls about a termination of contract fee. I told the co. rep. that this would be a relocation and as soon as the new house was completed, the installation could begin. The person who installed the system was very good. The ADT billing service has been a nightmare. ADT debited my account for $1190.00. Then the phone calls began about the cancellation of the policy from the previous address. First they wanted $400.00. As the phone calls persisted and after I explained the relocation, I was told not to worry about the bills. I called the Florida billing services office and they said they would take care of it. Not so. Florida says I only owe the monthly fee but I still get bills, the most recent for $317.00. Seems to be a serious lack of communication, effective and accurate billing billing; and no follow-up when I'm told the situation would be rectified. The only good news is that after 3 years I can get away from ADT.

It is safe to say we are happy with our alarm service monitoring. We did have an incident where we accidentally set off our alarm and it was only moments before our phone was ringing. It was this company wanting to know if we were okay. I was glad to see that our money is being well spent. I feel confident that if we ever had an emergency, they would get to us very quickly.

If I have a false alarm or forget to close a door or something, in about two to three minutes the police show up. That may have something to do with the fact the police station isn't too far from us; but the response time of ADT is pretty outstanding as far as I am concerned.

I actually switched alarm companies recently. ADT, is a company that does not allow you to own the system in your home. So, if you move you have to give it back to them. I was seeking a company that, allowed me to own my own system. I found that, so I no longer am in need of ADT's services.

THE SERVICE WAS GOOD. THEY DID A GOOD JOB INSTALLING EVERYTHING. THEY NEVER HASSLED ME ABOUT BUYING EXTRA SERVICES, WHICH I REALLY LIKED. I WOULD RECOMMEND THIS SERVICE TO ANYONE.

I AM VERY FAMILIAR WITH THIS COMPANY BECAUSE MY SISTER HAS THIS ALARM SYSTEM IN HER HOUSE. ALSO, THE PLACE I WORK USES THEM. I THOUGHT THEY DID A VERY GOOD JOB. I REALLY LIKE THE SERVICE.