ADT Home Security Review
ConsumersAdvocate.org
249 Customer Comments & Reviews - see all comments
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ADT is a leading provider of security, automation, and smart home solutions serving consumer and business customers through more than 300 locations, 9 monitoring centers, and the largest network of security professionals in the United States. The company offers many ways to help protect customers by delivering lifestyle-driven solutions via professionally installed, do-it-yourself, mobile, and digital-based offerings for residential, small business, and larger commercial customers. ADT is located in Boca Raton, Florida. For this review, we will be focusing exclusively on ADT's professionally installed residential home security systems.
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Customer Comments
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After nearly 2,000 in equipment sales in December of 2014, my alarm stopped working properly in June of 2017. Opened doors and other zones did not register with the keypad, alarms sounded for no reason and then inexplicably would return to a normal operation. After 3 visits a technician finally recommended the master CPU be replaced. A week later a tech showed up and had no notes as to the work to be performed. Although customer support was friendly and tried to be helpful (over the phone) a servicing technician was never told what was wrong and thus were unprepared to fix or replace parts of the system. The reason? Oh, according to ADT they had to first "build a case" to authorize... Read More
12 People found this helpful.
I was recently broken into, and lost $10000 in equipment. I called to find out why I didn't get a call about it, and was told that they don't monitor a signal to make sure it all works as it should and I have to test the system once a month. They have since set up 3 appointments and have not yet shown up for 1. when I called again to find out what happened, I was put on hold for 38 min the first time then got the run a round the second time I called. I was told the earliest they could get to me would be in a week. The worst customer service I have ever dealt with. If you want to be safe do NOT use them.
11 People found this helpful.
BE WARNED! Horrible service! There 'call center' has typically consisted of incompetent people who have conflicting understandings of ADT protocols or no understanding of them at all. We recently had a false fire alarm and I keyed in the cancellation code within seconds. The alarm continued to sound in the house despite the fact that ADT operations center had received the cancellation notification. Despite the fact that they could see that we had cancelled the alarm at the key pad, according to ADT's Chris in Irving Texas, a "Team Leader", ADT policy is to call the local fire department and tell them that an alarm has been triggered.... but NOT tell the fire department that they also... Read More
11 People found this helpful.
They lied! I was told my equipment would be free in exchange for a 2 year contract so I scheduled an installer. When he arrived he said that I required too many window sensors and it would cost me $800 to add them onto my install. The guy who I talked to on the phone kept saying everything you need will be taken care of no problem at no charge but as soon as they were in my home that all changed. Very rude. I am currently looking for a different company.
11 People found this helpful.
ADT was notified by phone that I was cancelling my service for an apartment building. I had been a loyal customer for 7+ years. I was not advised that I needed to cancel my service in writing. Obviously, I was not advised how to do that...mail? email? I provided the new owner's contact info. He planned to continue service. He contact ADT to switch service. ADT even sent a representative to the property to expand his service. ADT failed to get back to him. He advised ADT he no longer wanted service. Without actually notifying me, ADT continued to bill me for 6 months!!!!! We moved and my address changed. ADT refused to settle the dispute in any meaningful way. I would not advise using them.... Read More
10 People found this helpful.
I called ADT to get a quote, and a representative run my credit in order to have someone come to my house. Then I was told I need it to pay $99. I told the guy that I can not pay because I did know if I was going to use their service or not. The guy got very rude and hung up on me. I will call other home security company. Can not deal with rude customer service.
10 People found this helpful.
the service is poor when you have problem with your system, it takes at least 1 hour on line to reach a customer service. When I tried to cancel the service after my contract expires, the rap hung up on me after I told him I need to cancel service. I called to complain, they put on on hold for another hour again... I had no way to cancel my service after a few hours phone calls....
10 People found this helpful.
We have had ADT at three residents for 9 years. We have never had an incident so we don't know how good they are other than their signs being a deterrent. They have decided to eliminate their remotes (with verbal confirmation that the alarm is set). They think that their phone app does the job. It is very INCONVENIENT for the customer!! If you have a garage door opener and choose not to use the app, you must get out of your car and go in through the man door to set the alarm manually. Not a great company!!! We are currently shopping around with other security companies and considering ending our relationship with ADT. Our customer service experience was not good. Sell,... Read More
9 People found this helpful.
Have been with ADT for 7 years. Had a system upgrade to to pulse and added a camera to the system last year. Now after leaving a domestic issue was told I had an obligation to my contract and would be charges 682.00 for this since I would not transfer service to a rental. Very disappointed in ADT security and how they handle 7 year clients. Needless to say I won't be ever selecting them for a system when I eventually purchase another home. Here is the kicker the domestic issue I left who isn't on the contract or any of the paperwork was able to call in and get details about my account without the verbal security word to access the account. How's that for security? Shameful ADT.
9 People found this helpful.
I had them for several years. Had the mobile app as well. It was the mobile app that would make me realize when ADT would lose connection to their cell tower because the mobile app could not connect to the unit. I would call and the first available appointment they would have would be 10 days. The system would go down approx. every 3 months. Customer service is totally rude when you call in to report a problem. Technical support folks know less about the system than I did. They use outdated radio transmitters that send the signal to a tower and these radio transmitters would fail to do so. So if someone breaks into your house, ADT would be the last one to know. The Siren goes off in the... Read More
9 People found this helpful.
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