ADT Security Services Inc - New York

ADT for alarms.  I'm stuck in a two year contract and they're over priced.  Interactions were fair.  They could not deliver on the original service that they proposed to me so they had to come back and provide another kind of a service.  Meanwhile they've raised prices sharply and I'm disappointed with that.  I don't even use the system.  I've disillusioned with it but that's my choice.  It's not that the service doesn't work, it's my choice.  I think they have to cut there prices.  They're way way too expensive and now there are so many alternatives, like they locked me in to the 2 year contract with them at $36 a month and I can get the exact same service for about 8 dollars a month for a free unit.  They come when they say they will. 

We have had several problems with our ADT system. They are very hard to get a hold, they are not responsive to issues we are having. If the alarm system goes off, by mistake, there is a very long delay (as much as 20 minutes to a half an hour) in getting them to calls us to see if we are OK. We get an automated voice mail stating that we have successfully turned off your alarm so we will not be sending someone out. This is very concerning as someone breaking in could force you to turn off your alarm. They came out yesterday and the system goes off immediately. The system is extremely sensitive so the alarm was set to zero time for us to turn the system off.

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I called ADT and agreed to having an
alarm system put in my home.It was done on August 7, 2015.I had to sign acontract?Which stated ADT Alarm Services, so I believed it was for ADT Services.
The cost is $36.88 per month for three years.  Total contract $1331.64.  If I break the contract at this time it would cost me $803.  Then told $191 for permit.The system was hooked up, and I was never told that it was connected to my telephone ? I was never given the option of having it done cellular,
The alarm went off once and I could not get assistance and my phone was dead.Then Defenders called back and said
they were testing and I could not use my phone in an emergency. I called ADT and said I did not want
it set up that way.  I did not want my phone blocked in an emergency.  And I wasentitled to have it set up without paying a penalty.  They refused. t was about 5 days after the date contract specified.
At that time I wrote to ADT.  Surprisingly, ADT (Defenders) said it  would be done, free of charge for it was only
a few days re contract.  They set a date,I took off work, and the serviceman
never came.  I called again, and after   about l2 calls to all different
numbers, a date was set for November 21, 2015 The technicians came, and told me there was a charge to change from landline
to cellular.  I told them that ADT (Defenders) said there would be no charge. The technician, a kind man began
trying to contact ADT, or Defenders , the phone number kept bouncing around.  Ultimately, we were told, there is no ADT,
they have no responsibility, we have to go by what Defenders tells us.I then wanted to cancel my contract,
but was told it would cost $803 immediately.Can you please help me, and of course
others who believe they are covered by ADT, and are not?the subcontractorDefenders in my case makes all the rules
and charges.
 

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They are a great cash flow business .. monthly monitoring services continue to rise  much faster than the rate of inflation.  Once you have their system the 'gotcha."

gave n estimate to update the security on my home. the gentelman that came out was very proffesional and corteous.
Great price compared to the other erstimates weve gotten. they came within a week to install the new wireless componeents and they monitor the security for me 24/7

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Terribly.  After countless number of incomplete service calls, this one was just another one.  The communication between the Sales Reps and Technicians is extremely poor.  They never have the same information so that the proper equipment is not available when the technician arrives to complete the service.  The are not very accommodating when addressing issues.

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.

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.

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.

Smooth and painless process.

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.

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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.