At the end of the day, I believe that ADT wants to provide a good product and customer service, however, communication system is disjointed, broken and ineffective. The most disappointing thing is the fact that three different parties in different parts of their organization have gone completely cold in response to my attempts to determine how to fix my problem. I can only assume that they are completely incapable of addressing situations that are outside of the norm, especially when the issue is something that they should have informed me about before the equipment was installed. This is not only a disgrace from a customer service perspective, but completely insulting to a consumer who has a choice when selecting a home security service.
This is the absolute worst customer service I have ever received. I called in to order a security system through ADT after a break-in, and when I received my system, it was through Protection 1. The sales representative NOT ONCE disclosed to me that ADT Pulse and Protection 1 were the same company due to a merge. When I was signing my contract, I thought it was odd it said Protection 1, but the DISHONEST sales representative stated that I was just e-signing through that portal - as if it were just an e-sign software they were using instead of an actual DIFFERENT SYSTEM.
I do not understand how ADT has such a high rating on this website when a simple Google search shows terrible ratings across the board. This is why I chose to write my review on this website. An ADT rep came to my house when I purchased it, and promised me personal service, and we talked about all the places that would be wired, and old equipment that would be replaced. We also agreed that the price would be comparable to what I was paying in my old home. Fast forward, I move from my old home, ADT makes me close out the old contract, start a new contract at a higher price. The tech shows up, the sales rep is nowhere to be found and doesn’t answer his phone, THEY DON’T WIRE ANYTHING ON THE SECOND FLOOR STATING IT WILL COST EXTRA FOR EVERY ADDITIONAL WINDOW. Within 48 hours of them leaving, an alarm they installed on one of the exterior doors malfunctions and they don’t fix it for 5 more days. All this for the BASIC coverage at $44/month. I can’t say anything about any of the other services, but the second my contract is done I will be moving to another provider as ADT is a terrible crooked company.
I upgraded from ADT basic after 8 years to ADT Pulse and it feels like a whole new company and equipment. I went from having to enter my keycode into the panel to now being able to use the Pulse app from our phones and tablets and having live access through the cameras anytime. It cost about $15 more a month than what I was paying but we got rid of the land line and are loving it. Get what you think you might want ahead of time so you don't have to pay to upgrade later. They have good deals and promo's as well.
I got ADT for some reasons most don't think of. I am a business man and I know it takes years and years to build and structure a working business properly. I bought the ADT alarm because they have several monitoring stations throughout the USA all with backup features in case they get hit with a natural disaster. Their support is also levels deep in security and these are things you will not find in a review or hear about with newer companies. By them handling so many monthly customers has given them a reliable structure to handle big problems.
ADT Security Services is a well-respected name in the home security market throughout the US and Canada. It’s also the largest provider in these areas. Each ADT security system is professionally installed for free and carries a 6-month money-back guarantee. Customers can bring their own equipment or lease equipment from ADT for home security as well as medical response, disaster protection and home automation.