ADT Security Services

While I enjoy the sense of security I have with a home system, ADT's customer service detracts significantly from any satisfaction I have. Too many experiences of inconsistent knowledge/expertise across repair techs, frustration on phone wait times and wasted time being available for service. If you need service, insist on an ADT employee (instead of a contractor) and know that if your issue isn't resolved after a visit they have a policy of a same day return to address (don't settle for the suggested repeat appointment on a future date).
Feb 5th, 2022

The technicians is not all that great. Don't waste your money
Jan 7th, 2022

ABSOLUTE NIGHTMARE. Started a service with this company 6 months ago. We were trying to decide between them and Vivint and Fred (then manager) convinced us that although ADT is more expensive but we need to go with them cause they're going to use our already installed wires and we wouldn't need to go wireless. Obviously we were promised to get a full refund if not happy at any point. Took them 3 months and 8 visits to our house and they couldn't get the system work. We were getting false alarms every night and couldn't sleep. Could not arm the house for even one night. They ended up switching the sensors to wireless and still didn't work. We paid more than $2000 installation fee and finally in May they said that we need to discontinue the service and get a full refund under 6 month satisfaction guarantee cause they can not troubleshoot our system. Took them a month to send someone to remove the panels from our walls. It's August and I call them multiple times a week for the refund!!! They say someone cancelled our policy in a wrong way and they have to re-cancel to be able to refund us!!! I was on the phone with them for 6 hours (YES 6 hours) last week and they said they would sent our file to the local Branch. I asked them for a physical address where I can go and talk to someone and they said "google it" and hung up on me after 6 hours!!! Currently on hold again to get my $2000!!! Sent multiple emails to this alwaysthere joke and didn't hear back! STAY AWAY! I'm taking them to the court!
Jul 21st, 2023

The customer service is sickening and this company lacks integrity. They are the actual thieves they claim youll be protected from- which is a really nasty hypocrisy. I called several times to cancel my service- it is only possible through phone and by business hours and the wait was an hour to talk to anybody every single time. When I finally got in touch with a human being, it was very vague. The guy denied there was cancellation fees and told me my final bill would be sent within 4-6 weeks by mail only. He also could not give me my confirmation of cancellation and said an email would be sent within 24-48 hours. I still have not received it, and upon checking my bank account this morning, found that they took $157 from me. I asked the rep if I needed to return the equipment, and all he said was no. Additionally, I am still going to be charged for another month of service since they say it takes 30 days to cancel from the time of notification, essentially another pay period. This is a disgusting, gross, and overall unscrupulous business practice. DONT EVER SIGN UP WITH THESE CROOKS. I am contacting my bank, and will be filing with small claims. I received NO notice of what that additional and instant charge was for, so in my mind, it is fraudulent. I was misinformed by their phone agent, and overall taken advantage of
Jun 27th, 2023

I think ADT is fantastic at some key areas: 1) Backwards compatibility. If you have just purchased or started renting a place, and have old sensors in your home that you want to hook up a new system, pretty much everything works. They have software that basically translates the old setup to a "modern" front-end system. (And you get those sensors for free since they already exist, i.e. less up front cost for installation.) 2) Functionality. The system isn't "modern" by software standards. They run on Android 5, which was released in 2014. (At least the one I just got in January 2021 does.) But the system works seamlessly and provides all of the functionality you need, with a surprisingly easy UX. 3) First line defense. Listen, if you want to set up Blink cameras all over your property and pay to record HD video to the cloud, by all means, go ahead. (I love watching people's pets when they're away from home too.) But none of that is going to prevent an intruder from getting in your home. That's what I care about the most, keeping people out of my house who I don't want there. With sensors on all the doors and windows, and glass break sensors near every susceptible window, it's literally impossible to enter the home without setting off the alarm, which quickly alerts the police if not disabled. (And 99% of burglars can't disable it. And the 1% (or much less to be honest) that can aren't targeting you. If they are, you need a different level of security.) The cameras will indeed help you record evidence of whatever crime is committed on your property, which can then be used in court against the perpetrator. But wouldn't you rather spend your money and time and energy simply preventing anything from happening in the first place? 4) Integrated Smoke and CO detection. Really nice to have these all bundled together as these are absolute necessities. 5) Their mobile app (on a recent Android device, on the minimum) works perfectly. Again, it's not fancy. But it makes it very easy to do what you to do. Is ADT fancy, super cutting edge tech? No. But they are extremely proficient at the core, most important user experience, i.e. making it easy for you to keep unwanted people from entering your home.
Jan 5th, 2022