ADT Home Security Review 2020

Untrue, ADT auth dealers literally tell you its a contract when they run the credit. They go over it again with you at the end. So phone call you are told twice alone, not to mention confirm of appt email told me.

Wow What a joke!!! Horrible do not sign with these people they are crooks and should be investigated!

I was told by moving we did not extend our contract. After moving a 2nd time I learned it was renewed without my notice. I signed a waiver of installation but it was changed to a contract magically. We pay for security when in fact we are paying the thieves. Absolutely no integrity about ADT whatsoever. No punishment for the representative who lied either. Probably promoted for a good steal

I typically prefer to expend efforts on positive reviews, but after such a bad experience with ADT, I feel an obligation to share my experience with anyone who might be considering a home security system.

We originally used ADT in a former home, and eventually switched to a different provider after a false alarm occurred while we were out of the country. Upon our return, ADT technicians were never able to determine the root cause of the issue. The new provider that we used wasn’t perfect either, but I felt that their customer service and the technology were far better than our collective experience with ADT.

Last year, we relocated to a new home and decided to give ADT another chance since the prior homeowner had used ADT and there was some existing equipment that we hoped to re-use. In addition to the existing equipment (sensors, etc) that we re-used, we opted to add internal and external cameras, in addition to the garage door automation feature. Shortly after installation, we encountered a few issues which, individually, weren’t a big deal and could have been shaken off if they were the only issues. We also realized that the technology was cumbersome and NOT user-friendly. For example, the internal and external cameras are on different systems and need to be accessed using two different apps. We had trouble with the app for the external cameras, and when asking if there was a way to access the cameras via an internet browser on a computer, we were informed that the app was the only means for viewing. When inquiring as to how we could view the external camera activity if the app wasn’t working, they indicated that we should hook up a monitor to the DVR system (the equipment that powers the external cameras). When installing our system, we were never advised that we should hook up a monitor to this system so that we could view activity. Additionally, this solution doesn’t solve the problem if we are attempting to view the external camera activity from a remote location. I recognize that integrating this type of technology is complicated, but the other security system provider that we had previously used was able to combine all cameras into one system which could be viewed either via app or internet browser.

Again, all of the issues that we encountered in the first few months were frustrating, but taken individually (or even collectively), these issues wouldn’t necessarily compel me to persuade consumers to NOT use ADT since most of the technicians and customer service agents which whom I interacted generally appeared to have good intentions to help customers and to provide good customer service.

It was the most recent technical problem that convinced me that using ADT was a big mistake. When we installed our system, we added a new feature to automate the garage doors (this was brand new and NOT using any of the old equipment left by the prior homeowners). After about 3 months, one of the garage doors went “offline” and couldn’t be reset. The technician that was sent out replaced the associated equipment, and iit started working again. A few weeks later, the second garage door went offline and couldn’t be reset. This time, the technician that was sent out informed me that my garage door opener brand is incompatible with ADT equipment and will continue to short circuit and burn out as a result. There was no recommended fix for this problem, and that ADT only learned of this issue about a year ago. However, this equipment had been installed only a 3 or 4 months prior, so I do not understand why ADT would have allowed this installation if they knew about this issue. Nobody has been able to explain why they moved forward with the installation, so my conclusion is that it resulted from ADT’s inability to communicate with their sales force and technicians (keep in mind that the technician that came out to service garage door #1 wasn’t aware of this situation, while the technician that serviced garage door #2 DID know).

After many hours spent trying to contact the right people within ADT to solve this problem, one of the customer service supervisors provided me with a statement credit and indicated that the manager at the local ADT office advised me to purchase a particular type of garage door opener (at my own expense), which should then work with ADT equipment. When I attempted to directly contact this local office manager in order to determine the exact equipment model to purchase, I left three voicemails, none of which were returned. I exchanged an email with someone at ADT (corporate, presumably) about the frustrating situation, but when I inquired about HOW to get the local office manager to call me back, she also stopped responding (I tried sending the email twice). When I tried calling the customer service supervisor who originally gave me a statement credit and advised me about the local office manager’s recommendation, that call also went unreturned.

At the end of the day, I believe that ADT wants to provide a good product and customer service, however, communication system is disjointed, broken and ineffective. The most disappointing thing is the fact that three different parties in different parts of their organization have gone completely cold in response to my attempts to determine how to fix my problem. I can only assume that they are completely incapable of addressing situations that are outside of the norm, especially when the issue is something that they should have informed me about before the equipment was installed. This is not only a disgrace from a customer service perspective, but completely insulting to a consumer who has a choice when selecting a home security service.

Though ADT Alarm may make most of their customers happy, they did
not do so with this 1. I continue to pay for a system that does not
work. And I continue to get the runaround to get it fixed. My advice: Be
aware and shop around. And stay away from contracts. I’m stuck for 2
years

ADT is the worst purchasing experience I’ve ever had. I
contacted the company after an intruder vandalized my mother’s home. She had passed
away and the home was vacant, newly listed on the market. The intruder(s)
returned the following evening and attempted to make entry again. So when I
called ADT on a Thursday I expressed that in order to sign the contract I would
need assurance that installation could be done within a few days. The original
Customer Care Manager promised me it would be done the next day. It wasn’t until
after three hours on the phone all day Friday that another Manager scheduled
installation for Sat. In the late evening before the apt. I received a
voicemail that the branch manager had cancelled the appointment. The third
appointment was scheduled for the following Tues. I explained how I was
reluctant to schedule a third time since it was a four hour commute time and I
had to reschedule several meetings. That Monday, with no explanation, the
branch manager again cancelled the install. ADT has three major problems that
potential buyers should be aware of:

1)
There is no accountability in the company structure.
When I asked to speak to someone at the top of the organization chart, they
could never identify anyone and I was not allowed to speak to a supervisor.
When I asked to log a company complaint, they told me they can’t even make
outgoing calls. When I finally did receive a phone call after cancelling the
contract, the number I was given, went directly to voice mail. I tried that
person five times!

2)
There is poor coordination between the sales
office and installation branches. Customer care Manager’s are great at saying
all of the right things: “I’m working for a solution for you. Your safety is my
number one priority. I’ll make sure and get this taken care of.” The reality is
that the sales office can make the promises but the branch offices operate
independently and don’t have to adhere to any of the commitments made by the
sales representatives.

3)
Throughout the seven days of trying to get the
installation scheduled, I had to speak to a half dozen managers, and most of
that time was spent on hold. ADT should assign one customer care manager to
each case and they should be able to follow up until the problem is resolved.
One manager would communicate something and the next representative would have
to apologize for me being “misinformed.”

To add insult to injury, ADT tried to blame
me for the cancellations. I spoke to eight customer care managers and was on
the phone for more than 5.5 hours over the course of four days trying to get
installer scheduled. The branch officer would cancel the install even after I
received the automated confirmation calls. When I asked to speak directly to the
branch officers, I was told, “They can’t speak directly to customers.” So after
three cancelled installations, I jumped ship. In the end we purchased a $100
motion sensor activated home security system that connects to our phone line
and calls when there is an attempted break in. We installed it ourselves. I
would have preferred ADT but if they weren’t responsive to me, I can’t imagine
how they would respond in the case of an intruder. Buyers beware, I’ve never
dealt with such a frustrating company.

Absolute garbage experience.

From the start, ADT mixed up our contact info and made my wife the main contact, when we CLEARLY wrote my name in that section of the application.
Sales rep promised to contact us within 30 days of initial hook up of services and equipment, with an offer for an additional camera. He never contacted us. When I called him – he said he’s waiting for a promotional deal for me. That never happened.

THEN – we sold our home with approximately 1.5 years remaining on a 3 yr term.

I called ADT to ask if we can transfer the remainder of the contract to the new home owners. They told me that yes, we could. We just had to write a letter requesting the transfer of contract to the new home owner and that we and the new owner were to sign and date the letter. We were given an email address to which we were to send the signed letter. We did this.
Within 2 weeks we received a reply by email stating that this is NOT and option and that we are to call a representative. So we called a rep, who said it shouldn’t be an issue because the contract if bound to the equipment and the house it’s installed at, but that the new house owner would have to re-sign a 3 yr contract.
The new home owner declined, because this wasn’t the agreement.

ADT has since sent me an invoice for over $800 for cancellation fees. When I called to dispute, the ADT representative was immediately defensive and rude, and told me that’s not their policy. However, I argued stating that I was instructed differently, and that instruction was made by and ADT REPRESENTATIVE!.

The rep then checked the date and phone transcript and confirmed that i was told the information that I CLAIMED I WAS TOLD, and that the rep I spoke to back then SHOULDN’T have said that. After much back and forth, he began to sympathize with me and agreed that I was misguided. He put me on hold to go discuss cancellation of the invoice and putting this behind us, with his manager.

After almost 10 minutes on hold, he came back on the line, rude again, and basically went back on all that was just said stating that we had gone past 60 days without re-signing a contract and regardless of anything I was told, I’m liable to pay the $800.

This company is garbage. Their service and fees are crap. Their people are obviously poorly trained and have no regard for their clients. They could care less about anyone, and sweep their mistakes under the rug by throwing their policy at you – regardless whether or not you’re aware or have been informed of them!

There are many other options for security monitoring providers. Do yourself a life’s favour and stay away from ADT and their bullshit.

I use ADT for work. thought I might use it for the house so emailed for a quote. Within 2 minutes I was called,
and passed to 3 different people to up sell me. understanding it is their job, being passed from person to person trying to convince me to sign right then was a big turn off. I ended up hanging up .

Very poor salesmanship………..

Menachim missed 3 doors during the installation and they had to come back after I called them about it. I didn’t get any signs until the 3rd visit from the installation people and only because I asked. Instead of telling me I wasn’t entitled to a key fob, they made me drive home from work to meet with me to tell me what they could have told me on the phone. When I complained about this, Menachim said “Well I had to drive from North Port”. ALL THE MORE REASON TO TELL ME ON THE PHONE. Geez. These people did a terrible job installing the system and they just about drove us crazy trying to get it straightened out. I only got 1 sign and I still need one for the backyard. They also owe me stickers for the windows. They gave us none. There are a whole lot of alarm companies out there. Try a different one. These guys might send Manakim to do the installation and he might miss wiring a few doors, forget your signs and stickers and make you drive home from work just to tell you something they could have said on the phone.

Not worth the money. The phone app doesn’t work for CCTV playback. The indoor cams don’t have audio. Yeah, I need to go elsewhere…just not sure where. I feel like I wasted SO much money… 🙁