ADT Reviews

There was a $100 installation fee but you got it back supposedly so it didn't cost you anything. The problem was that you had to go to their website and print out your contract. At that time, we were unpacking boxes and I didn't know where the printer was. There was no way to do what we needed to do within the 30 days that we had to do it, so I never got that money back and I felt like they were giving with one hand and taking away with another. Other than that, we're very happy with the package that we got. We have alarms on the windows and the doors. We also have a glass breakage sensor on windows that don't open and we've got the electric eye that would trigger the alarm. We have a CO2 detector as well and the smoke detectors. We have movement sensors, too. We have a cat, so when we leave, we don't put it on the armed away because the cat's movement might trigger the alarm.

I like the idea that I have been contacted by the company, and whenever I've called, I've gotten immediate response. When I got hacked with a credit card, I had to give them a new one, and I got friendly and knowledgeable service. I also had an issue once with the smoke detector when I was trying to put a battery back in and it turned out that I shouldn't have done that. But the company called and resolved everything fine. With ADT, I sleep better knowing that the alarm’s on at night and that we're in a safe part of town where we live. The cost is also not that expensive as we're paying $53 a month right now. We've never had an issue with a break-in and we don't always remember to turn the alarm on when we leave, but the signs deter bad people. Somebody's going to think twice about whether they want to mess with the system or not, and even if we've forgotten to turn it on, I don't think they would take a chance.

We live on a farm and I've got a barn that I can see way out in the field. It's got expensive tractors in it. It's too far for Wi-Fi but it's well lit up. We had some scoundrels moving around our farm and I had an idea, so I called ADT. I asked to speak to a manager and when I told him my idea, he said he was gonna give me the phone number of the secretary to their VP and he wanted me to tell him what I told him. They used to have a system called ADT Pulse and they did away with that system. You had to download another software called Connect in order to see your cameras. To disarm and arm your house, you still sign in to ADT. It's just a different software with different cameras that have higher quality.

I spoke with the secretary and I said we had ADT Pulse. They sound like air raid sirens up on our roof on the north and the south end of our home to where it would draw attention. If it comes on, it sounds like a tornado is coming through. With their connect system, those horns didn't work. I was disappointed about that because they're 110. They're hardwired. I don't do the battery thing. If it's not hardwired in, I don't want it. I don't want to have to call every six months to have batteries put in our stuff and then tell me I've got to pay a fee for them coming out here. I talked to this guy and I said I could see my barn from the house and I got about $4,000 worth of signs that I had on Pulse that ADT just killed. It's just going to waste and the wires are hanging right behind the device that they put to record 30 days’ worth of 24-hour video off of six cameras.

I asked why they couldn't write the code and put a button on my phone that I could download or they could download to my phone that I could set those sirens off without calling the police if I saw somebody out there stealing something out of my barn and making them think that there was a motion detector at the barn. He's the secretary and he said he would talk to his boss. He said he liked it and would make a few phone calls to an engineer. There were seven guys that came, including the VP, and they built these little generators that plug in behind my system. He had his tech download it on my phone. They said they were gonna start marketing this and I was not gonna get any money for it, but I got what I asked for. As long as you know you're not getting ripped off and they don't go up exponentially, that's just the way it is. ADT couldn’t get any better. It beats the hell out of AT&T.

We use the Away button when we're going out and then, we use the Stay button. We had new batteries put in so we called and a serviceman came out and put the new battery in the thing on the wall. But we didn't check the battery on the one we have up here next to the bed. So, someone got on the phone with my husband and talked him through how to change that battery. The techs come out and do that for free and we appreciate that because it's part of our service. But we don't have to have that very often. I don't use the remote that often but I started using it recently, and it works well. It's nice not to have to come in and walk to the wall-mounted section to turn the system off.

In the beginning, there was a door chime that goes off whenever someone opens or closes the door. I used that for a while but we decided that was too much noise. I was a single woman for many years so I've always locked my doors. Even if we're out gardening, we lock the doors because people can get in your house if your back door is open and you're out front. So, I feel very safe because we have this system. If people wanna get a system that's very responsive, use ADT. A couple of times, we set the alarm off ourselves and did not get to it in time, and we got a text. If people want a group that's on top of it, ADT is the one I would get. The backup to the system with a real person is what's important.

I got the motion detector inside. I added two more doors to have the trip sensors on them. I got two of the Google Nest cameras, and I got one carbon monoxide detector that's hooked up, and I went back later and bought another one. I've heard a lot of people say that the cost goes up pretty bad after a while, but, so far, mine hasn't. Also, I like the 24-hour technical support. They are top-notch compared to everything else that I've seen.

I've had my sensors since December. Last month, it saved our lives, because we have liquid propane for our hot water heater, and there was an issue with it. It's in the basement. We got up early in the morning. I got up for a few minutes and wasn't feeling great, and the CO2 alarm went off and woke everybody in the house up. Also, ADT called my phone and my wife's phone simultaneously. And because it was a fire or CO2 life-threatening situation, they didn't wait to call. They called the fire department immediately and started repeatedly calling the person in the house until somebody answered, to make sure that everyone would get out. They got us out before the fire department even got there. For $50 a month, both my young children, my dog, and my wife are all alive today because of ADT. And it happened within less than a year of me buying the system.

I called back and spoke to a second person and I said just because they've decided to upgrade to 5G, I shouldn't have to be responsible for replacing all of my working equipment. They said, "Well, looking at your outdoor camera, that's going to work. Oh, and looking at this, that's still going to work. And this is still going to work." So, that was how the price went down to 1,100. I got to thinking about it again before I scheduled them to come out. I thought, "You know what? This is ridiculous that I have to put out $1,100 for working equipment." So, I called and spoke to a third person and the price came to $638. A number of items still worked. I did need to get a new panel. That was outdated, and I was fine with that. My indoor cameras are plug-in, so they're not remote. I can unplug it right now and put it in a different room. Why would I have to get new indoor cameras? I had three, but I went ahead and got two.

When they came out, I had two sensors put on. So, that was beneficial to a slider and a window on my second floor, which I hadn't done just because it was on the second floor. So, that was okay and I was all right with that. As far as payments, it was supposed to be three payments of 200 and some dollars. I went into my bank account and 400 and some dollars had been taken out. So, that was quite a fiasco to try to get that resolved. That took probably several weeks. Finally, I spoke to a manager who gave me his direct phone line to call him if I had any other issues. He resolved the problem right away. When you call in, you first have to talk to the person who asked for all your security information. Then, they transfer you to another person and if that person is not the one to resolve your issue, you go to another one.

So when I finally somehow reached this person in management, that was huge. He told me to call back if I needed anything else. I did call him one other time. I gave the extension that he'd given me, and they didn't want to transfer me. There's a reason that I have this direct line and this manager told me to specifically speak with him. I guess a lot of companies can be that way. Sometimes it’s very challenging depending on who you're speaking with. It might take four people to finally get things resolved or get to the right person. So, I understand that.

The person who came out and upgraded everything was very pleasant and professional but cordial. And anyone who's come out before that, I get the same thing. Anytime someone has come out from ADT, they're all terrific. ADT is a great company. Their marketing is terrific. Their support people who come out to address issues are very good. They're very professional and timely. They call before they're going to be here. They always protect their feet. Overall, they do a very good job. I've been very happy about that.

She was very responsive, had enough authority to authorize us getting a revamp. And we were so happy because this is a two-story house and we were able to add on a monitor where when you come in the house and you turn it on and off at our lower level, which enormously helped our old age situation. It was wonderful. She had somebody come out and give us a new upgraded system, which would normally have cost a fair amount of money. And we got some things that were much better. We got an extra door monitored and these other things. And since then, they've been great.

We're retired, on a very fixed income, with everything going off every five minutes, and whenever it comes time to renew, I would call them up and talk to the people and they keep my bill stable so that it would not go up every year. So, they're helping the elderly, at least this elderly person anyway. So, we had a bad incident in the beginning, but they redeemed themselves after that. We're very satisfied with them. They rectified the problem in spate. So, they were very responsive.

The person I was communicating with on the day I was trying to cancel told me that there was a cheaper option than paying the fines: sign a new contract starting at my new location that was month by month. I was told I would have to pay for 2-3 months, then I could pay off the new equipment and cancel my contract. I was told by the rep that this would still cost money, but be less expensive than the fees associated with canceling my initial contract. We emailed about this understanding. Fast forward to now.

1) Despite my old contract being void because I had signed a new contract, I was wrongly charged the fines for canceling the old contract (500$). I only noticed this fine because I was checking my credit statement, I received no notification. When I called to inquire about this and receive a refund for this wrong charge, I was routed to the wrong number SIX TIMES. I was provided with six completely different numbers from adt customer service reps to get me in touch with adt pro and every time they answered my call, it was an adt plus representative who would provide me with yet another incorrect number. I was on the phone for 2 hours before I finally was able to get ahold of someone who could refund me.

2) After 3 months of paying for this new contract and all the hassle of getting my refund, I called to cancel my account and be done with adt. I was told that what I had been led to believe was a monthly contract was actually a 3 year contract and that the fines would be 1000$ if I canceled. I told the account manager that I had been lied to, that I never would have signed this contract had I known and that I would have simply paid the fines on the old contract, and that I wanted to speak to someone who could get me out of this contract. I was told that it would be passed to a supervisor and that I’d receive a call the following Monday… I never received a call. When I called on Tuesday, I was told that this account manager had never passed along anything and that there is no escalation process. I had been lied to again.

It wasn’t until I mentioned email proof of this misleading that I was told there would be an investigation and I was treated differently. Even still, I was told there is likely no solution. I do not understand how it is legal to purposefully misinform a consumer and convince them to get into another contract under false pretenses. My fury cannot be put into words and the customer service has been horrendous. I would never recommend entering a contract with adt or trust anything that their salesperson tell you.