ADT Security Services, Inc

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The man who sold us the system was OK. We then had the service for several years. No issues, felt marginally safer because of it. We moved. I heard from a trusted source that Seattle Police Department don't respond to calls anymore, it wasn't something I was prepared to deal with at the time (doing the research) due to a long to-do list with the move so went ahead with ADT anyway. The guy who came to migrate the houses existing system did a good job moving it to ADT. Then we went away for a week. The alarm was triggered, we will never know why. We spoke to ADT 4hrs after the early AM alarm event. They said the police still hadn't sent a unit. We confirmed again later nothing had been done. We spoke to our house sitters. No sign of anything wrong. We relayed that to ADT when apparently no police had yet been set to our house. ADT phone rep assured us everything was OK and we'd have no fees. We got home, no note from the police (our understanding this is required). We were disappointed that the system hadn't served a purpose. Then we got a bill. I completed an online survey and heard from Richard Withrow from ADT who seemed to be put in place to placate and/or beat me away rather than provide customer service. Everything he said contradicted what the rep on the phone had said. He even appeared confused as to the paperwork sequence; something about faxing a copy of the payment to the police to ADT when in fact there was no bill from the police (as far as we are concerned they never came to our property) rather the bill is from ADT payable to ADT. Why fax when you will know if I pay you or not? Strange.
At this point we feel the $35 odd a month for service is nothing short of a waste of money and that when the alarm goes off there is an Police Dept stealth tax and no safety related response. Richard said "police dispatchers continue to accept the notifications from security companies". Yes Richard but that doesn't say they respond to the events. And if, as you say, Richard "we have not authority to dictate when the police are to arrive and they could possibly have an internal policy placing a low priority on alarm responses" then why on earth would we want to keep using ADT. "Low priority". It's 'nice' to know that (Again Richard's words) "If  a locality passes a law that police will not respond to alarms, ADT contracts with a private armed patrol service that would be dispatched in lieu of the police department" however as he states a law must be passed to benefit from this service. So why not just go with a local security service from the get go?
Based on the fact that the point of the ADT service is to get support when there is an apparent intrusion and seeing as that service apparently didn't happen and that ADTs customer service provided misinformation and frustration on the topic I am ranking ADT as low as possible.
I have put in a request to the Seattle Police Department for their records on this topic. A suggestion to ADT would be when there is a clear dispute with a customer on such an issue that they proactively produce the records to clearly show the customer what did or did not happen so that customer is fully informed with the facts.
I would also suggest that ADT do not over promise on the phone, and that their email etiquette is improved to be impervious to criticism. They would do good to operate a 'customer is right' approach, rather than what felt like a 'get the customer to shut up and go away' approach.
I would also suggest that ADT get serious about their relationship with Police departments and avoid loop holes and convenient language like "Still accepting dispatches" and "until a law is passed" to proactively provide the best possible service to their customers. If a department is deprioritizing calls go with a local security services company instead.

The alarm service itself is OK. Just standard fair with standard prices. You have to sign 3 years contract which is not ideal. It's their billing system and customer service that are absolute terrible. Overcharged me by hundreds of dollars for the installation and they still can't correct their mistake after repeated calls over 2 months period. They were supposed to process the refund, but ended charging me even more. Called again to ask what extra charge was for, and they couldn't even clearly explain it to me. Even now original refund still hasn't gone through. If you decide to use their service, better hope they don't screw anything up in the first place and you never have to deal with their customer service. Worst customer service of any company I ever had to deal with.

The experience was great. They were fantastic. They were in and out, knowledgeable, answered all my questions and walked me through the process. It was very nice. I had one issue with the equipment but they took care of it quickly. I'm so satisfied. I would recommend them.

Ryan and ADT were referred to me by a neighbor who has used Ryan and ADT for home security. for seven years. I wasn't sure what I might need or how much it might cost. I had done research on the internet and ADT kept coming up as a trusted, professional service. Ryan was able to fit me in for an appointment quickly and on a SATURDAY! He thoroughly explained the ins and outs of home security, answered my endless questions and was very professional. He was on time, called before he arrived, was organized and very knowledgeable about his product. I feel very confident that the system we chose will be more than adequate and that the monthly ADT service will be timely and effective. The install was quick, clean and professional. I have already referred Ryan to another neighbor and I am very happy with the company and Ryan. Thank you!

I had to set up a contract for 3 years. I talked to someone else who told me that ADT might raise my monthly rate so I called them back to ask about it. The lady I spoke with said yes ADT could raise your rates and you go to them after 90 days. I thought I was talking to ADT, but she told me they are the contractors that put the alarms in and after 90 days I am switched to ADT. I was going in with the impression that I was already with ADT in the first place and no one told me about the contractors. When I did speak to ADT they couldn't even tell me where my call would call would go if my alarm did go off.

I called them and they came and fixed it because some magnetic stickers were broken or something. They came in and checked the system and fixed the garage door security for me. I like their service. We have a monthly contract. I will continue to use them.

I'm happy with them. The price and quality of their work is good. I give them all As for their service.

They are super popular, 80% of the people use them.  I pay them monthly.  They are the biggest alarm service company so I like that about them.  They have got service centers across the country so that makes it a fairly reliable service.  The people who installed the system were agents.

The alarm system monitors the house. Nothing has ever really gone wrong with it expect for the keyboard wearing. I am completely satisfied with what we are getting. I stayed with them when they switched over from Brinks.

They did a great job. It was a very smooth process and well done.

We moved into a house with an ancient security system in it. To my surprise, ADT was actually able to reuse all of the door and window contacts which saved us a lot of money. The sales guy had good tips on what security would be a good idea and what areas we could skip. I felt like he was trying to be smart and was a salesman but I didn't feel pressured or like he was trying to "take us". In addition, because of our insurance, we received an additional significant discount. The installers were on time and even found more contacts they could reuse, which gave us an additional $100 credit. They were professional and explained how to use the system and answered any questions I had.

They made me mad because they had to come three times and none of them got my alarm fixed. They would show up, but they never got it right. They were really good in the past, but lately they are terrible. They have an okay price, but I wouldn't recommend them or keep using them.

We had a problem earlier this year as every time we cooked something, the alarms would go off. They were here and took care of the problem and they were really good. The prices are not to bad monthly either. I would highly recommend them to anyone.

They do a very good job monitoring my alarm system, we've tested them a couple of times and they have been to my house with assistance immediately. They're a well known company and I really trust them.

I really like them because they give me a great sense of security and I feel I can always rely on them for any emergency at all. They're a well known company and I highly recommend them to others.

I am happy with the service I receive from ADT. I haven't ever had a false alarm but I know if I do that I will have to give them a code and if it is not right they will send out the police.

ADT has been good to me. I think their job is pretty hands off, personally but they do a good job. I mean, we haven't really had false alarms or anything like that but they have always provided us with the services they should be and have never caused us any hardships or anything like that.

ADT fully meets our level of expectations. They are responsive, responsible, timely, and professional. I have no problems with them and would have only good things to say about them to other people. They are very good at what they do.

Called for estimate appointment and someone came out within a few days to go over the company information and provide an estimate. Once we decided on a package and service we were able to schedule the installation for the very next day. The sales consultant and the guy that did the installation were both very professional and friendly.

The salesman appeared to be new, and took forever to get through his presentation. He looked over my home and came up with an estimate of about $1050.00. I had to ask him to include taxes and extra costs that might occur because of things he said the installers would have to decide on. New price $1390.00. I signed the work order and he scheduled the install for 2 days later. Work to start between 7:30 & 9:00 AM. The workers showed up around 10:00 AM. They checked the house and access areas. I was told they could not intall according to the original work order. It had to change to basically an all wireless system cost $1450. They started work but were a few pieces of equipment short because of the changes. Their boss was supposed to bring the parts to the home but at the last minute could not. They were done except for the two sensors. One of them had to go get them, thus delaying completion for an hour. Training was minimal due to late hour.

The sales rep came out and did a good job of talking my husband through the system and the system options. He was a bit heavy on the "sales" aspect... We already knew we wanted the system so we didn't need the "scare" stories to convince us to buy. That being said, the whole experience has been VERY easy and had great outcomes. The system is a hard wired system for a 2 story house. A certified electrician did the installation and they even had the permit/sticker for the alarm box! I was very impressed by the installer. He was polite, quick and efficient!

THEY ARE GOOD AT PUNCTUALITY. THEY ARE RESPONSIVE IN TERMS OF COMING OUT TO THE HOUSE AND THINGS. THEY WANTED TO SELL US MORE STUFF, AND I WASN'T INTO THAT, BUT THEY CAME OUT AND FIXED OUR PROBLEM WITH THE SMOKE DETECTORS. THEY CALL RIGHT AWAY WHEN THE ALARM GOES OFF.