ADT Security Services

This review is directed squarely at ADT Corporate, not at the local branch. If this dings the local guys let me know. I had my residential system installed about three years ago. I spent a lot of money at ADT. (Door and motion sensors, electronic lock, doorbell camera, thermostat, glassbreak and Co2 sensors, etc) They were prompt and installed on time and everything was fine. About a year later the problems started. The doorbell camera has always taken 3-4 minutes to load video, despite being on a fiber connection with the wifi less than 10 feet from the device. Then it stopped working altogether. Same with the front door lock. None of the buttons worked, had fresh batteries installed and checked, etc. After spending anywhere from thirty minutes to three hours for somebody human to answer the phone, I got somebody from technical support. They're clearly reading a flowchart, which is fine. Some people need to get the steps because some things are a really easy fix. I'm telling them that neither device works, no power, no nothing. I need somebody to come out and replace them. The technician is trying to walk me through replacing parts and I just tell them to send somebody out because I'm paying for a service, I just expect it to work. The technician shows up about a week later and replaces the lock assembly and does something to the doorbell camera. The doorbell camera has worked off and on since then, and it finally quit several months ago. I called back, and got the same runaround again. I absolutely understand that some things can be fixed over the phone. This could not, it did not have power and the fuse box was fine. Anyhow, that was the last straw. I decided to pay off the remaining equipment fees and just go with a different company. Upon calling to cancel, they told me that I was still under contract with them until 2025 and it would be in excess of $800 to cancel early. The moral of the story is ADT has no problem collecting your monthly fee, but good luck if stuff stops working. I'm entirely unsure where I signed up for a contract with a security company that lasts for longer than kids are in High School, but here we are. Needless to say I'll never recommend ADT to anybody I know, nor will I ever go with them again at any residence or business I own.

I'm an ADT customer since December 2010, over 10 years. The alarm for motion detector at my bedroom window went off suddenly one Sunday morning. It was very frightening. The phone rang and it was ADT checking to make sure everything was okay. The window was still closed and everything was quiet outside. The agent arranged for a service call. I told Adam he needed to remove his shoes to enter due to my concerns about COVID-19. He said he had shoe covers. He placed the shoe covers on before he came into the living room. He checked motion detectors on both bedroom windows and replaced them noting they were old. Yes, they were over 10 years old. He checked the wall panel in the living room and the motion detector in the living room. Adam was pleasant and professional. I feel safer than ever with my ADT. Graham Brandon came back today, February 6. He is the absolute best! He installed my doorbell and family room cameras. I love ADT because Graham is the best installer in the world!

Thanks again Mr. Christopher Cox on the 26th of January 2024 did an excellent job of replacing a faulty malfunctioning driveway camera which he achieved in a very timely manner. Thanks so much for an excellent job. Thanks Mr. Damon Norred came on the 4th of January 2024 and did an excellent job in updating the new ADT firmware and now my system is running like it's brand new without video camera errors thanks so much for an outstanding job. I would like to personally thank Mr. Christopher COX for the Magnificent technical knowledge and customer service he's provided to me and my family for over the past several years for technical services to resolve issues with Excellent service in dealing with ADT issues; Above and Beyond the Call of ADT service. Thanks so much for what he does to resolve all of our issues. Mr COX expertise is Second to None. Thanks so much 🙏 Ten Stars, forever for what he does. Professional service Always 👌.

Worst experience. Sales person came by and gave me a quote for my business security system and to install temperature sensors.!When the install guys comes, the price is way more than the quote. When I contact my sales person all he keep on saying is “sorry bro”. He refers me to his manager, Nicholas, who makes promises about giving me credits for the price difference which never comes through. He tells me that it should come through but never does. And they just basically keep delaying and ignoring your calls so the 30 days is up to get your money back. And when you try to call them, they don’t pick up. It’s like all they care about is making the sale. Once they get your money they don’t care about you at all. Would not recommend!

Never again... we will never again get service with this company. They have failed us immensely. And, they have falsified reports stating that they were at our place waiting on us for 15 minutes and no one showed -- okay, show me calls made to someone on the list then. We have, however, waited on them to show and taken time off from work to be there for them... yet they were a no show. We had a break-in as our security system and alarm system was not functioning. So, we have decided to cancel our service with this company and are now with Vivint. We are sharing with everyone our horrible experience and we will continue to do so... Oh, and the customer service... horrible! Never again. Wish I could put this review up with zero stars as that is exactly what their service has been.

If I could give zero stars I would. The ADT call center employees are incompetent. The ADT call-center managers support their incompetence. I had an issue with billing and ADT did not communicate with me about this issue it was not brought to my attention until nearly a month later. Also I went nearly a month without my alarm Due to a wiring issue with my original installation. When I requested to speak with a manager to express my thoughts on their lack of communication, all of the managers in that particular call-center refused to speak with me. This Reflects negatively on ADT and if nothing changes they will be losing my business completely.

My experience with ADT was exceptional from the initial meeting until the installation. I wanted to upgrade my system, I called and spoke with Mary Kay. We met and she shared her experience also with having recently upgraded her system. She not only identified with me as a client of ADT, but was very helpful in identifying what I needed. She did not try to sale me extra parts I did not need. She gave me time to consider what was needed. A week or so later, Jason came out for the installation. The process took a few hours. Jason was professional and patient. I am very pleased with my system and the time Mary and Jason spent familiarizing me with the upgrade.

Jason D. did an outstanding job upgrading my system. Not only did he guarantee I understood and everything worked properly before leaving; he also assisted me with previous information I had overlooked. To say the least he was extremely patient as I asked several questions multiple times. It was clear he was extremely knowledgeable with all the equipment and the service. He suggested a few things I had not thought about that were an asset to my families safety. ADT is extremely blessed to have him as part of their organization. It is because of him I would highly recommend ADT and the services he suggested to all of the Army community and others I will come in contact with. He returns the pride to the phrase “customer service “ and it was greatly appreciated.