Review Time
If I could give zero stars, I would. This company portrays themselves as a company that looks out for its customers and care cares about their safety and security. But what they truly believe in and care about is profits.
I experienced an out of my control situation where my Internet reset itself to default settings. This caused all of my cameras to disconnect from my Internet.
The only way to fix it was to do it myself under the supervision of an ADT Tech or to pay to have someone come out and fix it. When I attempted to fix it myself they continued to run into issues with the tools that I had to use to the point where they needed me to completely unscrew the cameras from live wires. When I said that this was something I did not want to do. They advised me that they could send someone out. To have a tech come out is over $180 for 30 minutes and an additional $40 for every 15 minutes after that. This is basic robbery on top of the monthly fees that we pay. We also pay an arm and a leg just to get repairs done on equipment that they guarantee will work.
I completely understand why everyone has switched to Ring. And I would never again use or ever recommend ADT to anybody I know.
I have been having problems with my side camera for 2 weeks. I was giving up and trying to cut ties with ADT. Janay at ADT was so sweet she calmed me down and fixed the problem. Im back online and can sleep tonight. I was in the hospital and had to leave early because my dog was home unprotected with no camera. Thank you so much. Im an old lady and my dog means the world to me. Janay you made a big difference. Thank you.
We have been with ADT since April of last year, we think ADT’s security system is really good and very robust, they offer an array of features that really make you feel safe. They even were able to catch a gas leak and alert us in time before it got worse. The firefighters immediately showed up at our house and resolved the issue. However, we don’t really appreciate that we weren’t able to bring our old system to our new home, we had paid over $2000 in full for the equipment but upon moving, they only gave me a $600 credit toward equipment, which doesn’t really make sense especially since I paid 2000 shouldn’t the credit be 2000? Anyway, we were dead set on leaving ADT for this reason, we felt like they were taking advantage of us as customers. However, when we called, we were being charged over $1000 to be able to cancel our three-year contract and they were locking us into another three-year contract upon moving into a new house. We ended up forcibly having to stay with them for this reason and we were dead set on leaving after the three-year contract due to how scummy the deal was seeming. When our Tech, Carter from the Durham area showed up, I will honestly say he flipped our opinion the other way, even though we were still upset about the pricing, Carter made us feel really good about staying with ADT and he has even convinced us to remain with ADT even after the contract expires and renew. Carter was incredibly knowledgeable in security systems and he even gave us tips on what he personally does for his security system as well, which we found to be very helpful and ended up taking his advice. Carter was also able to notice that we were being charged more for a service. We were not receiving which was cameras, we only have sensors so we shouldn’t have been on the service with the cameras and he was able to correct that on the spot.We really appreciate the service that Carter offered and we believe he is an asset to your team, especially because he literally convinced us to like ADT again. Carter is awesome!
Don’t get google upgrade, we’re paying for 3 cameras and a doorbell. Doorbell is battery operated and never works. because the battery dies after about 4 days of use. ADT never informed us about being battery operated until after the fact.
We were then told that because the tech guys keep cameras in their cars during winter the battery will come already depleted.
Even when fully charged the battery on google nest doorbell only lasts about 4 days before it shuts off.
We are now in a position where we have to go to Home Depot and buy our own google nest doorbell that is wired due to the fact ADT doesn’t offer a non battery operated doorbell. They don’t tell you it’s battery operated before installation. We would have rejected the “upgrade “ had we known that doorbell was battery operated.
Another bad thing is that it takes a half hour to reattach doorbell after charging due to a crappie mount that fights you every time you try to snap it into place.
ADT trying to hide its poor brand identity as Everon Solutions for office security exhibits the worst unresponsive service I have ever experienced from any vendor. Be prepared for this before signing any agreement--that's the last time they will engage with you.
I have been an ADT customer for more than 20 years. I called to find out about adding 2 outdoor cameras to my system. I was told I had to purchase a new panel and a circuit chip so that the new panel would communicate with my sensors (4 door sensors, 3 smoke detectors, 2 motion sensors). I agreed to the price, signed-off on it, and gave a deposit. I was then given an installation date.
The installer came this week. They told me the new system will not work with my sensors. So, I had to replace ALL of my sensors. I asked for a discount for being a loyal customer and being sold one thing that wasn't true. The tech said I had to call ADT customer service.
I called talked to an agent, was on hold a while, and was then told I would be transferred to a loyalty team.
The loyalty team offered $75 credit towards monitoring. I said that was too small for what I had to pay. So, they put me on hold and came back with $100. I did not agree to this and figured I would write a letter to corporate and post a review. They also said, well you agreed to it.
Keep in mind a smoke detector costs more and $200. After replacing all my sensors by bill increased by about $1000. Essentially my entire system was replaced so I could get a couple outdoor cameras.
I consider this a bait and switch. I signed off on one thing and then told another thing at install - and my bill went up!
Not quite nice for a loyal customer for more than 20 years. Doesn't seem like ADT was loyal to me.
I would suggest finding another alarm company or be very careful with what you order - avoid singing anything until you really know the price.
I ordered a replacement battery and paid for expedited shipping. Fortunately, I called to follow up, as it turns out it was never dispatched. The support team had to place a new order. I also asked for a tracking number, which I only received after chatting with them. For a service focused on security, this level of service is unacceptable. They should be more organized.
I canceled my service on November 12th through a phone call when I moved. I received confirmation of the cancellation, and multiple representatives even contacted me to attempt to initiate service at my new address. However, instead of processing the cancellation, the company continued to bill and deduct auto-payments for a service at a residence I no longer occupied. It was only when I reviewed my credit card statements that I discovered they had taken payments for two months for a service that was no longer in use. There was no internet connection, and when it was terminated, the company did not reach out to investigate; they simply kept withdrawing my money. I spent over an hour on the phone trying to cancel my service again on January 6. It took two calls and six representatives an hour and fifteen minutes to finally resolve my issue, despite being a customer for seven years. I strongly advise against starting service with this company. Seek out a local security provider that will offer comparable services and actually respond to your inquiries. I cannot recommend this company at all.
My stepfather had an accident, ended up in a wheelchair, and is exploring an independent living facility before moving to assisted living. The company's retention team refuses to cancel his contract, stating he must be in a 24-hour nursing facility to do so. This is outrageous. Terrible service.
My stepfather had an accident, ended up in a wheelchair, and is looking into independent living before considering assisted living. The company's retention team is refusing to cancel his contract, insisting he must be in a 24-hour nursing facility first. This is simply unacceptable. Terrible service.
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ADT is a leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States and Canada. ADT's broad and pioneering set of products and services, including ADT Pulse interactive home and business solutions, and home health services, meet a range of customer needs for today’s active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT helps provide peace of mind to more than six million customers, and employs approximately 16,000 people at 200 locations. More information is available at www.adt.comSee more
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