ADT Security Services, Inc.

I got my security system in 2007 after being broken into, bought a new house this year and they came and installed a new system. I got a moving credit so all I had to pay for was the cameras. Whenever I have a problem they come and fix it for free. Don’t really have any complaints, its a good system and I have peace of mind when I’m away. A few times I had a house guest accidentally set off the alarm and they didn’t know the code. the police do show up. For me they were there within minutes. I took off a star because their repair guys can never arrive on time, and sometimes they had to come back multiple times to get a problem fixed.

ADT used to be a reputable company. But I am so sorry we entered into a contract w/​them of late. Not only did they raise our rate for 2015 but their service level fell below what would be acceptable in a 3^rd world country.
If you have problems and can make it past their automated answering machine you are no where near finished. Be prepared to repeat everything you said to the 1^st person you speak with to the 2^nd and possibly the 3^rd. It is as if they have no memory, or their internal Client Support or Help Desk Software application runs on a Commodore 64 barely able to support a game of Pong.
A replacement of a circuit board which was performed at their request caused me to loose the one feature that first attracted us to ADT over other providers, namely Pulse (remote access to my system)
Now after 3 calls to their help desk over the course of a few days, speaking to individuals I can only assume are working on their GED, and a visit from a 2^nd Technician who blamed the problem on others and told me to call the Help Desk again, I have been told they need to send yet another Technician to my home to finish what the other two Technicians left undone.
If you can, look into other home security systems. If possible do it yourself for considerably less money, no contract and reliable support from the manufacturer.
Now to be fair I must compliment ADT on one thing. They didn’t ask me to Press 1 to speak in English. They seem to know they are in America.

One of the system’s door sensors failed, rendering the system in-​operable. I contacted their central office requesting repair and a quote to a more up to date system as the one in place was nearly 20 years old. The central office people told me they were unable to quote a new system due to a lack of information on the old one and gave me the contact information for a local, (Kansas City), sales and service rep. I contacted that person who made an appointment a week and several days hence to examine and repair the system and obtain the information necessary to quote a more up to date one. He did not show up for that appointment. I attempted to contact him but was unsuccessful until nearly 1 ½ hours after the scheduled time, at which point he called me and indicated that he was busy elsewhere but made a second appointment for 1 week and 3 days later. He did not show up for that appointment, nor did he call, nor did he answer his phone or return my calls. After two days of attempting to resolve this with the local contact, I again contacted ADT’s central sales department and informed them of what had happened and told them that I wished to cancel the service as it did not work anyway and that I would be seeking an alternative alarm system and company. They were, of course, apologetic and suddenly couldn’t understand why the first person I talked to couldn’t quote an upgraded system because they certainly could. I told the woman to whom I was speaking that, given the unbelievably bad service I had received from the local office, and given that any new system would have to be installed and serviced by that same very bad local office, that it was very unlikely that I would look favorably on an upgrade but that if she wished to send me a quote and if they would credit me for the, now nearly a month, time that my system was inoperable, I would consider her quote. She agreed that I should not be billed for the time that the system was inoperable and said she would provide a quote for upgrading the system. Several days later I received that quote. When comparing it to the service that I ultimately selected, I determined that, while ADT’s initial cost was considerably less than the system I selected, the higher monitoring cost would result in ADT becoming more expensive in approximately 37 months. I informed ADT of this fact, and of the fact that they had provided me nothing to ally my concerns about the local people who would have to install and support the system. The representative indicated that she understood my decision, apologized again for the poor service I had received, and promised to send me a refund for the month I had paid for during which the system was inoperable. Not only did I never receive the refund but they tried to bill me an additional $ 15.99 and even turned it over to a collection agency. The funniest part is a local sales rep called me the day after I got a call from the collection agency and tried to sell me a new system. I told him my story and told him that unless he could call off the collection effort and get me my refund he had no chance of getting me to ever look at ADT again. He promised to do that, but to my great surprise, now 3 weeks later I have not heard from him again. This is probably the worst company I have dealt with in a very long time. Stay away!