ADT Security Services Inc - New York

Here's a fact based account of my experience with ADT: i. We have had ADT Security for our home for about two years. Initially the equipment was installed by one of their dealers. ii. The original dealer-installed equipment could not be adjusted for sensitivity (by their glass break sensors), and as a result our glass break sensors would trigger the alarm, usually while we were home in "Stay" mode. iii. The good news is that when they alarm was triggered by a false glass break or non-existent flood while we were home we were able to turn the alarm off and avoid having the police sent to our home. iv. The bad news is that those alarms seemed to be 2-3 times per week. The glass break would be set off by a sneeze, a Dustbuster or vacuum cleaner, a pot dropping to the floor in the kitchen, my daughter playing in her room, and a host of other times. I think you get the picture. v. We also have a flood detector in the basement. The original one would go off for no reason at all. Our basement is bone dry, and we have a dehumidifier that ensures the humidity down there remains pretty constant. vi. After a number of months with us calling ADT to complain and having to deal with the dealer who installed the system, and us asking to get out of our contract and to have their equipment removed from our home, ADT Corporate finally decided to have all the dealer-installed equipment, which I believe was DSC, replaced with new, ADT-installed equipment that I believe is Honeywell. vii. New equipment, but we did have the same issues and thus required their techs to come out and adjust the glass break sensors. For the most part, a sneeze or a pot falling in the kitchen would no longer set off the sensors. That is not saying that it was entirely acceptable. The flood detector was still going of, and was eventually replaced by one that required it?s own power source and mini-communication box in the basement. viii. Apparently the glass break sensor was still too sensitive. One day when our siding company came to install some siding underneath our outdoor sconces, one of the glass break sensors went off, and the police were dispatched to the house. The police report, which we only received along with the town?s invoice for false alarm calls, stated that the officer got the ID of the siding company employee working outside out home. ix. The new control panel was not without fault. Our cleaning person has her own code to enter our home. One day she could not turn the alarm off, and she, too, had to identify herself to the police who were dispatched. If I recall correctly, that day the only way she could turn the alarm off was by my giving her our personal code, which we then changed that evening. I get security and understand that one should never give out their security code. x. When we got the false alarm invoice from our town, I was not happy. I contacted ADT and explained that given my history with them and all the times I had reported false alarms, that I expected them to pay the false alarm bill, which was $100 for the second alarm (and would have been $200 each for any alarms after the second). The first false alarm in a calendar year is at no charge. xi. ADT?s reply to my request for reimbursement: Dear ADT Customer, Thank you for your recent inquiry to ADT.com. We appreciate the opportunity to address your concerns. Our standard operating procedures was followed and a work order was not requested to determine that the activation were due to equipment or system malfunction so the request for reimbursement is denied. While ADT will consider reimbursement for false alarm fines under certain circumstances, please note that ADT?s contracts preclude or limit responsibility for false alarm charges. Thank you for choosing ADT. It is our pleasure to serve you. Sincerely, False Alarm Team ADT Security Services xii. After receiving this reply, I contacted Anya who had been assigned to my case. I asked her how I could have ordered service if I had not known of the false alarm. When the siding people set the alarm off the alarm, I believe, automatically reset. They had never entered the house, so there was not need to enter a code. When I got home the evening after our cleaning person could not turn the alarm off, I realized that the code she had been using was not working, and seemed to have disappeared. I did call ADT to complain that it had happened, and they asked me if I ws able to reset the code, which I did, and the issue was closed. It seems that ADT is telling me that I had to have one of their techs come out to see the panel. What purpose would that serve Their equipment failed, and I was able to reset it. What more would their tech have done? xiii. I called Anya back after initially posting on FB, and even though the reply from ADT was by Andrew he simply handed my case back to Anya. I asked Anya to send me a complete history of my service calls and false alarms, and only then was told that ADT only has the history from when they installed their own equipment. They have no history of the false alarms when their dealer-installed equipment was in my home. I told Anya that she doesn?t have half the story, and needed to review the full history from Day One to understand how frustrated we are with their service, and again asked ADT to pay the fine. She still said no, this time offering to credit me one month?s service. I told her that one month?s service is not even half the fine, so it is not sufficient. This is where we stand as of today. My advice to you is to AVOID ADT! If you need a home security system, look elsewhere.

The equipment broke down. The alarm was defect and could shut off even with a passcode. The customer service person was rude. She told me to shut up that I talk too loud. She also said that I should fix the system myself, whilst I am still under contract. The alarm went off in the middle of the night and no emergency help from ADT came to my aid. What a shame. When I call the main number for ADT - they put me on hold for nearly 45 minutes. If it was an actual burglary, I would have been dead if I didn't act on it myself. I immediately made an appointment for an ADT person to come to my house. They said that they could only send someone out in 11 days. What a shame! 11 days later, the appointment was for 12 - 5 time frame. 5:30pm no sight of ADT. ADT is a waste of time and energy. When my contract expiries, which is 2015, I will immediately dismantle the system and end my contract with ADT. There are better systems on the market that could you a much more superior job at security for the home. For the ultimate price that you pay giving your money to ADT - anyone can hire an arm guard or a pitbull at your front door at night. It would be a lot cheaper and effective.

had a appointment for july 3 2014 to up grade my system.called me 2 and half hours after these was to be here.to say there have to reschedule my appointment.i said I need this done.i am going away on vacation on july 10.told me that I will be the first appointment on july 8 2014.when did not show up at 800am. I called them at 1030am.and there said be there by 12 noon.then called at 12 noon to say be there after 2000pm.then called at 440am.and said service men was running late.will have to reschedule my appointment.again.said to him you got to be kidding.this is not this first time had a problem with this company.last November my alarm go off at 300am.the lady that called my wife tell her to check the windows.my wife said she not doing that. tell her if she does not want to do it..wait until the morning.to do it.then my wife had to tell them to called the police.then there give 911 the wrong house number twice.need I to say anymore..called and cancel there service.there are the worst.

It took a couple of hours to install our new system and they did a fine job.

ADT was great from start to finish. The salesman, Mike, gave a prompt and accurate estimate. The installers, Mike and Joe showed up fifteen minutes early and worked hard all day to get the job done. We are very pleased.

Rude people who can't do the most basic things.

Installer did a good job of installing and explaining the system.

Technician came on time. Assessed and recommended the best way to protect my home. Very pleased with professional work performed.

We had a different company before and when we had lightning strike it fried everything the company we used to have did not want to do anything about it. So we switched to ADT They have been really good.

They didn't live up to their agreement. I had three different people come in, three different times, to put the alarm in. I have a camera system. It took from November to February for them to get it right. The overall experience was average.

They are great. They respond whenever there is a problem. The price is reasonable. The technicians have been very knowledgable and able to diagnosis and fix problems when needed. They are quick to let us know if it is a company issue or if it is an issue where I will be charged.

I would recommend them. The price depends on what you go with for an alarm. What I really liked was that he was not pushy. He just came in and suggested that we get what we need and not more than what we need.

terrible experience. The tech people, both on the phone and in person, are not adequately trained on this new System. The remote control thermostat required three service calls before it worked. The light switches were changed four times. The system doesn't work if the phone lines are down, which no one told us for four months. It's a nifty idea, but I'm afraid it's bleeding edge technology and we've been the guinea oils. Not fun.

He was very thorough in his explanations and made me feel comfortable and knowledgeable. I feel much safer now that I have bought/retained ADT in my home, and Jay even gave me his personal cell phone number to call him if there's ever a problem. He's a very good security consultant (not salesperson--he cares too much to be called a salesperson), and I would recommend him to anyone thinking about getting ADT in this area.

The police commented that the man had done a beautiful job of installing my alarm. He was very pleasant. I would hire them again.

They're very good. They called and notified us we had a low battery and came down and fixed it. Quality work. The nice thing is having the little sign in the yard. They are very responsive and prices are market rate.

They do a fine job. I am happy with the service I receive from ADT. I think they always do what they say they are going to and I will continue to use their service as long as things keep going the way they are now.

I never have a problem when using ADT. I call their customer service number and the people are always responsive and polite. The service has never failed us and we actually feel a lot safer knowing this service protects us.

They do a good job and I have never had any problems with them in the past. They are reliable and the price is very reasonable as well. They have a great customer service staff and they are hard working and dependable with everything that they do. I would recommend them to other people any time. I pay for the service every three months.

ADT Security Services Incorporated did a pretty good job installing the system and they explained how to use everything. We feel very secure with them and think their response time is very fast. The price was pretty high, but we got a top of the line alarm system.

Professional good company. About $26 a month. They are THE security company. The A1 of security companies.

Fee for full system install. Tech arrived on 4/14 10 AM. Did not believe problem until I showed panel lights ind alarm off and set off motion detector. He tried to blame lack of remote and said unfamiliar with panel (10 yrs old). Office said panel needs replacing. Could not replace with newer because would involve entire install.System powered off.6/24/06 - recv'd 2 calls from ADT to sched appt.BOTH TIMES, I took time off fr work to get experienced tech.BOTH TIMES nobody showed.BOTH TIMES message later in day saying sorry, but we have to order the part. Cust service, Sales and tech support disconnected fr each other.Local office does not call back.No one follows up from central office. Just a lot of 'sorry'. Billing provided credit for current outage, but plan to call and say they owe more for this horrid response. DO NOT EXPECT GOOD POST SALES SUPPORT FROM THIS COMPANY. Friend said Slomin's upgraded system free every 5 yrs w/renewed contract. I asked ADT, No such policy here.

I FIND THEM VERY SUFFICIENT. THERE ARE NO PROBLEMS. I THINK THE QUALITY OF WORK IS VERY GOOD. THEIR RESPONSIVENESS IS GOOD. IF I HAD A PROBLEM THEY ALWAYS SOLVED THE PROBLEM FOR ME.

THEY ARE VERY FRIENDLY AND ANSWERED ALL OF OUR QUESTIONS BEFORE THEY INSTALLED THE SYSTEM. THEY ARE VERY RELIABLE AND I FEEL VERY SECURE. THEY TEST THE ALARM EVERY MONTH TO MAKE SURE THAT IT IS WORKING.

I HAVE A MONTHLY SERVICE AGREEMENT WITH THEM. THEY ARE A VERY GOOD COMPANY. THEY HAVE RESPONDED QUICKLY TO MY NEEDS. THE SERVICE PEOPLE ARE VERY INFORMATIVE.