ADT Security Svc Inc - Sterling

They are a good service, but their response time is not so good.

unknown

At this time we have received and rejected a phone call from an unidentified "credit collector" and a letter from "audit Systems Inc" in Clearwater FL, to which we will respond with a hearty h***-no and copies of our consumer complaints.

unknown

I would recommend them and use them again. They were exceptional!

They did not answer the phone promptly.  It took over 30 minutes to get anyone on the phone.  They could not fix improperly functioning devices over the phone.  They wanted to charge me $100 to come and fix their devices and I needed to wait 3 weeks for an appointment.  In the meantime, the panel kept beeping and the phone kept ringing with robo calls.  When I finally called to schedule service, they are threatening to charge $500 to end the contract even though that is not listed in the contract

unknown

We have had ADT service for several years. It's expensive but works ok. Recently we got a new door to replace the door that contained the original sensors. When I called to ask for a replacement the number of  $fees to come out was ridiculous for a service that should be covered under regular maintenance. We were looking at about $300 for coming out to replace a sensor for loyal customers for years. The company apparently is large enough to afford whatever losses they incur due to poor customer service and maintenance.

The door alarms were adequate; they used double sided tape to put them on the door and frame.  The motion detector was placed upside down.  They baited us with a "free installation" that turned out to be inadequate because we have three exits while they offer only two and it did not provide smoke/fire alarms.  So it ended up costing us $800 to have it installed.  They then increased the monthly monitoring fee twice in two years.  I am in the military and as my duty station has changed, we have since moved. They then charged us an additional $250 because we were under contract for 3 years and we terminated 4 months early.
There are other providers out there that will work with you and are honest about the installation costs and their monthly monitoring rates are about 1/2 of ADTs.

We have a guy that takes care of us personally. We call him on his cellphone if we have any problems and he calls us to see how things are going. We haven’t had any problems. I’ve set things off by accident 2 or 3 times and everyone has been very consoling when I was screaming with this loud thing going on. They are very attentive both as far as the immediacy of them calling if they think something is going on or checking in with us every once in a while to see if we would like to hear about new services and doing those service and making sure they are done right. It’s nice to have a key fob where you can put it on and off no matter where you are.

The first time they came they did not explain how the recording system worked. It was only taking stills and they had to come back out with another part that records for a month and them resets. We got everything we wanted and it all works fine.

I pay them every three months. Their customer service is always no. 1. The product is very good. They take care of the issues in a timely manner and their response is very quick. I am happy with that type of business. As far as the follow-up, it is less than 24 hours. They are very quick. The price is pretty fair.

They were very good, thorough and timely. Their service was very professional. I would use them again in the future.

I really liked their service, they were very friendly.

We installed a security system when we purchased our home in the country. They came out and assessed what services we would need before they installed anything. The technician that installed the security system accidently cut our power lines. The ADT company reimbursed me for the cost of the electrical repair very promptly.

I would say I was less happy with them around that time to be honest. They charged me $167 just to come out and take the unit off the wall so that I could have my wall backsplash tile. Then they wanted to charge me $167 to come back and put it back on the wall. The guy took my transformer with him by accident. Therefore, when I tried to reinstall, I did not have a transformer. They had to come out and bring a transformer. The guy drove all the way from Springfield but he did not have the right one in the truck. He had to come back two days later. They charged me for another truckload. I had to go and fight back. It was a nightmare. It seemed that everytime they came and did service, the guy took a cheque and then they billed me. I had to argue with them. Moreover, the guy wouldn't leave without taking a cheque. I would be honest, they were not that great from service perspective. In terms of overall experience, they had good service. They were good for the second visit, when my alarm went off they took care of it quickly. The price was reasonable compared to lots of others in the market. Quality of the alarm service was good. I think quality of their installation and their service cost was not great. The guy who came to look at the installation questioned the guy's approach to how he installed the system and what he did. It did not work well. They were not outstanding in terms of responsiveness and punctuality they were ok. They were professional. I would use their services in the future because I'm tied to them as I got the system from them, I don't want to pay for a new system.

We have an issue with the door slipping and because of that the door alarm from the front of the door goes off and we had them. Every time the alarm goes off and they happen to come it costs me $25. They are friendly and professional technicians. It's very hard to grade that company because you never know how good they are unless you have a break in and that's when you would see their responses. I hope we don't have to find that out. They have stapler and danger words and if you are an electrician you would know if the alarm is false or whether they are actual threats. We have had false alarms before which were really not false alarms as we may have gone downstairs and set up a motion detector or something like that. When the technician called on the phone we kind of waved her off saying that everything is okay. Even if it was a false alarm I would like her to say lets find out how it went off. If they are not asking that's what worries me if we were to have a break down. I would have rated them higher if they had to ask for the code word. I was trying to change the battery in one of the detectors and it kind of pulled my hair off and so I asked them if they could send a technician to help me and she said it would cost me $25 for that. I am paying a fee every month and it's just like having the equipment at home because every time I need something explained or done I have to pay $25. I am satisfied with what they are at this point.

The termination policy traps you. No matter what you do, you get charged too much to get out. I'm trying to move out of my house and they're telling me that they're going to charge me $370 to stop the service. The only way to get out is to convince the new residents to take over the contract or by signing up for another three years at the new house. The policy is consumer unfriendly and does not consider changes in people's lives. If you sign up with ADT, you're stuck with them for life.

What I liked about them was that they were very accommodating; I have a kind of tight schedule because I work a lot, so, they would come out in the evenings or Saturdays and whenever I needed them to. So, they were very good about working according to my schedules. They did a very nice job with the alarm system and it is working fine. I feel secured now. I had a small issue like one of the glass break thing was going off whenever my dogs bark, but, they adjusted it for me and it has been fine ever since. That was real nice. They also have their alarm system in my office, which is why I called them in first place. I have had them in my office for probably twelve years.