ADT Security Services, Inc

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We would use them again in future.

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We have had them for 24 years now.  They are a well known company.  We have had no problems with them. 

We never had a problem with them.  When I accidentally set off the alarm, they call and made sure everything is okay.  Their staff is friendly and responsive.

They already had the system installed in house so I will just continue because I’ve never had alarm system before. It’s the first time. They are billing me on a monthly basis. They are very good.

They are responsive and it is wired into the system. There are no issues.

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ADT failed to migrate our alarm service from a previous residence to our new home despite providing reassurances to the contrary, they could not figure out how to reactivate an ADT alarm system in the new home despite having ADT equipment in place, and they have continuously billed us for serve at two properties despite repeated attempts to cancel the service at a home we sold earlier this year.
Additionally -- and this is important if you are considering an alarm system from ADT -- their sales representative explicitly told us that we needed to upgrade our alarm system indicating that the previously installed ADT system was not compatible with their new technology and hardware. This was simply untrue and the selling tactic of the salesperson was dishonest and misleading. Their customer service is simply not up to par with their technology (which is fine by my standards).

I have had it for seven years.  I have inside security of course.  But the outside cameras I would not rate very well, still fighting a horrible experience from the first of the month where they told me one thing did another and aren't real quick to rectify it.  We recently had a small burglary and we live in a rural area.  For that reason we made the update but that experience has not been pleasant at all.  Very different from ADT.  I would say that ADT Home Security, that means somebody comes into your home and on that respect they've been, I would rate them as a "B."  If you go through them to get your outside monitoring which shows however how many cameras you have in certain sections, you try to make it continuous, but it's a certain amount of cameras that covers everything, and I would like to say with that what they told me I was going to get, I did not get.  The cameras that we were supposed to get.  The actual what we can see in the monitoring from the inside is very blurred.  If my relatives decided to rob me I wouldn't be able to pick them out that's how bad it is.  Now they tell me if I pay another $278 for another camera then they can fix it.  Personally when they come here and they tell me what I need, so I paid $2000 and now I need a different camera.  I want to make this work in both sense, but I haven't been able to get much cooperation as of right now.  I would say go out to the monitoring store, buy your stuff yourself. In all fairness I have to say that I've always, inside service has been great, it's just been since we upgraded to the outside cameras and we use them, because we have used them for seven years and everything has been great.  Then I find out later that that's subcontracted out by somebody else, you don't know that until after the fact.  It's not really ADT that's doing it.  They show up here with their ADT satellite trucks but it's subbed out.  They don't work for ADT.  Once they install the service you buy it.  So they have nothing to lose by, why should they even care really.  They got money in their pocket, they had it the day they left here.  I would agree if they came back here and installed the camera they said they were going to the first time.  At the time I didn't know anything about cameras.  They are a business.  When they make an error they should be here to correct it.  That's how I personally feel.  But if they don't correct it I won't walk away from them, I will contact seven on your side and everybody else that I can get on my side.  They have gotten their money and my monitoring fees for seven years.  They don't monitor anything else outside.  It's totally being controlled by the DVR which records up to a month.  So if anybody came into the house while we were gone and stole something, we don't report that to ADT, we have to call the police.  These are just things that I think people should know before they get it.  I certainly did not know it.

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After ADTs system malfunctioned for a second time in one week, I called ADT to follow-up on the issue.  After speaking with Kayla in ADT's Monitoring Department, I got the following very useful information:

• -ADT doesn't monitor whether your alarm is armed or disarmed (not sure how that was applicable to my call, but it was communicated to me by Kayla);
• -ADT charges you $25 if they need to come out and repair their malfunctioning system;
• -ADT does not call you unless your alarm has been in siren-mode for at least 30 seconds;
• -If you want to speak with someone else (because the person with whom you are speaking doesn't know how to deviate from a script or solve problems), you must hang up the phone and call ADTs Customer Relations number since everyone who works in that Department is a Manager (leading me to believe that ADTs Monitoring Department doesn't have a manager???).

Some takeaways from this experience with ADT:

1. The customer is responsible for paying $25 to get ADTs system fixed when malfunctions occur;
2. If someone breaks into my house and inflicts harm on me before the siren hits a 30-second mark, I am SOL;
3. Employees within ADTs Monitoring Department don't know how to transfer a call to someone in the Customer Relations Department (FYI to ADT: this is a good skill to teach when your employees deal with customers).

1. So, if I can't trust the system that arms and protects my house, and I can't trust the people who deal with emergencies and the system issues, why pay for instillation and monthly fees associated with owning an ADT alarm???

There is no available compensation for these situations. I will just do all I can to be sure other businesses and homeowners do not use ADT.
Don't sign, don't use ADT, don't allow them in your home or business.
The answer to the question below is both W Ridge View and Commerce street.  My previous ADT was at 10120 Pohick Road, Burke, Va and I had another one at Lakehaven Court.  I've been a good customer for a very long time.
I am in an apartment now and no longer need ADT.

ADT has been a pretty good company to deal with so far. They came out and installed the system and showed me how to use it. It's pretty straightforward and seems to work well. The technician helped me figure out the best configuration of sensors etc which was helpful. I do like the remote monitoring system where I can check/arm/disarm the alarm online or from my phone.
One thing that I wasn't too pleased with - they failed to mention I needed to register my alarm system with the county police. I never did, and this has resulted in a fine. I wish they had been more clear about that at installation.
The system has worked well and the customer service has been helpful. We've had a couple of scary false alarms. Both times the response was taken seriously and dealt with in a reasonable timeframe (not quickly enough, however, that if the burglars wanted to go in and grab something they probably would have been able to before anyone showed up). We feel like the $50 per month price tag is worth it for the deterrant effect and the additional peace of mind.

ADT has been providing service to me for some time.  I intend to change very soon.  I have equipment that worked well for some time, but the cell service recently began dropping.  It seems to drop and then come back on a regular basis.  I recently paid to have a service technician come by.  He basically could find nothing wrong, especially since the cell service came back up just before he got here.  He showed me how to change the battery, in case that was the problem, and then left charging me a high service fee for his training lesson. I do not blame him. He is a contractor to ADT not part of the company directly.  About a month later the cell service began to drop again.  I changed the battery, but no difference in service.  When the cell service drops, ADT calls to notify us that "something happened" and to try and up-sell us to new services and to buy a warranty so they can send a technician out without charging us again.  It almost seems like the up and down of the cell connection is intentional as an up-sell motivator.  I plan to upgrade all right, but with another company.  This review is for ADT as whole - not for any particular franchisee or individual contractor.   It is whole company attitude that frustrates me no end.  I am finally going to get off my rear and make a change.

its been three weeks and four service calls (fifth one is tomorrow), and I still do not have a properly functioning system.  First issue was the back door sensor.  Next issue was the "long range radio".  Current issue is the back door sensor again.  Add to that an appointment that was cancelled within three hours of the time it was scheduled to happen, a non-responsive and indifferent local office (Springfield, VA), an even more indifferent national office (Jacksonville, FL), and the chincey look of the magnet wedged into my back door jam, and you have what amounts to a big pain in the neck. 
i would not recommend ADT in general to anyone, nor would I recommend the Springfield, VA office in particular to anyone.

****update -- the owner called me personally and they sent a very good tech out to fix the problems, which as of now are resolved.

I had ADT services for the past 8 years.  The alarm system works great if there is a true emergency, but if it's a false alarm (e.g., burned toast setting off fire alarm), there is dfficulty getting through to cancel the alarm (and in my county you're charged for all false alarms that police/fire respond to).  I've repeatedly complained that when the alarm goes off they can't communicate with me.  The home phone line is in use.  Because I knew this would be the case, I purchased the 2-way system so they could talk to me through the box.  Unfortunately, it hasn't worked for years. I've complained numerous times.  Over the years they provided a variety of reasons and suggested I get another phone line or cell phone so they could get to me.  When asked about sending a tech, I was told there wasn't a point of sending one since they could tell from their systems in the center.  They also said it would cost me so they didn't think it was worthwhile.
Recently, I insisted on talking to a manager who, in less than a minute, determined that the two-way system wasn't functioning properly.  He sent a tech out who determined it was installed improperly (watch for Option 48 issues).  The manager said that I should contact billing to get a refund for the difference since the 2-way system was billed at a higher cost and I wasn't getting that service.  I called today and was told that since they hadn't sent techs out previously they could only refund 2 months.  I spoke with another supervisor who increased it to a 3 month credit.  Apparently I wasn't due a larger refund since I didn't insist a tech come out against their advice. 
While I'm not happy about paying for a service for 8 years that I didn't get, I'm most frustrated by the poor attitude of everyone involved except the first manager.  When I spoke with billing they were quite rude and put the blame on me for their mistake.  At no point has ANYONE from ADT apologized for the error.  I can't complain about their response time to alarm events, but in terms of client service and professionalism, they're very poor.  If you call them, you're on hold for ages and then get representatives who are less than helpful and uncaring about the situation.  Lesson learned- don't listen to them if they tell you things are OK.  The staff on the phone aren't well trained.  I have cancelled my service and gone with another firm with a better reputation for customer service. Note: when looking for a new provider I found ADT was consistently the most expensive.  In some cases, more than double other providers for the EXACT same monitoring services.

The installation went fine, the technician (Andy) was very polite and professional. He arrived on time and finished quickly. Sadly, the first time I tried to set the alarm and leave the house, it become apparent he had programmed the system incorrectly, rendering it useless. Instead of allowing you to set the alarm to "away" and exit, it set the system instantly.I called ADT and they said someone could come out in two weeks. I said that is unacceptable as I paid $291.00 for a uselss system. I did not qualify for cheaper installtion because of the following -1) I have had and paid monthly monitoring for an ADT system at a house I own and rent out since September 2007. Since I never cancelled the contract, but am instead a loyal customer, I do not qualify for "relocation credit"2) I had an ADT system at the last house I rented, but military orders had me move after only 8 months. Again, I did not qualify for "relocation credit" as I was not there long enough. 3) Since I am a renter and not the homeowner, I did not qualify for the $99.00 deals frequently advertised.
ADT thought better of making me wait and scheduled me for the following day. A technician came out and corrected the error.

We've been using them for 10 years. We don't really have any dealings with them. They send a bill and they respond. We don't have any issues with them.

Installation was sloppy. Installation tech did a poor job of repairing walls where wires had to be run. However, that might have been the best part of the experience. The control panel was not installed correctly and never actually provided the service I was paying for. For over three years I sent them a slowly increasing monthly payment for the illusion of home security. If my home was ever broken into, I would have had nothing more than an expensive noise maker. I only found out that my system was not working when I had a suspension in my home phone service due to some remodeling work. I was surprised that ADT did not check in with me to figure out why they were not getting a signal from my home. When the phone service was restored I called them to see why they haven't noticed. ADT customer service told me that they do not do any kind of  quality assurance checks on the systems that they install. This made me wonder what I had been paying them for all this time. I asked them to check my system to make sure that it was, indeed back online and they said they were not getting any signal from my home and scheduled for a tech to come out. 
The tech discovered that the panel was wired wrong the whole time and would have never have notified them of a fire or break in. ADT offered nothing in exchange for installing a faulty service. Only when I called to cancel did they make an offer of 2 months free. I payed them for three 3 years of nothing and they offer me 2 months free. I feel like I hired the thieves to watch the vault. 

The customer service there was very helpful and patient.

I have had the system for a long time. They are responsive if the alarm goes off. I haven't really had any incidents. I think that they are all about the same price. I will continue to use them in the future.

I would recommend them.  Our overall experience with ADT has been excellent.

They walked us through how the system operates. They communicated well and were able to answer all my questions.

We have been with them for four years.  We have a monthly subscription service.  They are consistent.  Whenever we have had a false alarm, they have called within minutes.  All of the hardware works well.  When we have had the alarm go off, the response is immediate.  If you're looking for an alarm system, they are a good one.