About ADT Home Automation
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My alarm did not work for almost a year. I finally got tired of paying for a service that I was not getting. So, I called them in February to cancel the service. They continue billing me each month, although I do not have a contract anymore.
To start this complaint. We were originally with Protection One where we had no complaints. Once ADT took over, after Protection One was bought out by a holding company which owns ADT and the former Protection One (now ADT), is when the problems began. Where to begin. In a nutshell we have had ADT out to our residence more times than we can remember in the last year or longer mostly for the same problems multiple times. The main problem is the cellular radio was not communicating with their system. At first it was our problem because we forgot to notify ADT we no longer had a landline. We had cell back-up in the event the landline was down. We do not know if this created more problems.
We called ADT out to check the system and the cell backup radio was moved a few feet. Problem solved...? Not in a long-shot. The new configuration, as we understood it, just was not always receiving the daily signal to ensure proper communication with the ADT system. We don't know how many technicians have been out to our residence to "fix" the problem. Radios were replaced, radios were moved, and finally the radio was moved to the attic. Eventually we would get a code indicating a failure to communicate. Sometimes the alarm would let us know in the middle of the night by going off when it failed to communicate.
A recent Tech visit was, once again, an issue with the system not communicating with ADT's system. In essence we are paying for a service but if we had a true alarm ADT would not receive the true alarm signal and make the proper notifications-Authorities, etc. We also had a key FOB problem and several FOB's were replaced and programmed into the system. We later found out our existing FOB's, ones not replaced, no longer work with our alarm system. We checked the batteries, they are good, they should because ADT Techs replaced the batteries a few months prior.
In the long run we don't know how many weeks we paid for alarm monitoring service and were not receiving the monitoring service. When we would call we weren't even offered a credit for all the time ADT was not monitoring our residential alarm. This is a far cry from the excellent service we received from Protection One.
Next. Each time we called in a problem we noticed the wait time steadily went up. The longest time we waited on hold before speaking to a real person was about 13 minutes. Maybe it's us but we find this prolonged wait UNACCEPTABLE. Our time is also valuable and all the TIME we have spent dealing with these issues is TIME we will never get back. We pay ADT our hard earned money and receive poor service. We will be looking elsewhere for residential alarm monitoring ASAP. We have had enough of the excuses from ADT personnel and them thanking us for being loyal customers for X number of years when they can't even keep our residential alarm communicating with their system for more than a few weeks, sometimes months at a time.
Next. Their people are nice and courteous but they need to get their stories straight before we get two different excuses or stories as to why we are having these problems or what needs to be done when they come out. One last issue we need to address. When we ask/request a certain time slot and a Technician doesn't have the courtesy to notify us or their employer they would not be able to keep the appointment is a big issue. We are back to our TIME is valuable as well. We have have 2 instances where a Technician just didn't show up. One time we called ADT and we were advised the Technician was on his way, the time was well past 6PM. We don't recall if ADT called us back or we called back to check on that Tech's ETA but he was a no show. Another Technician claimed he rang our doorbell or knocked and no one answered. Our doorbell video did not show anyone with ADT at our door on that day.
We always ask for a courtesy call prior to their Technicians arrival. We have had several instances where no call was received or the call was made to the home line when we specified the call needed to be made to a cell number which is on file. As far as ADT notifying us of the Technicians' identity prior to service we may have only received a small handful of those notifications as well.
All in all, poor service by ADT. As stated earlier we will be looking for a new residential alarm monitoring service even if it costs a bit more. We miss the original Protection One. New customers, please do due diligence and research for yourselves whether or not ADT alarm monitoring service is for you. Maybe you will have better luck than we have had since they took over Protection One.
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I don't write reviews if I'm not happy. I just cut my losses and just move on but in this case, I can't just walk away due to the fact I'm on a contract for 36 months and I'm almost at 6. 1. Customer service has been the worst ever. It is very hard to get someone on the phone to help you and after waiting for 30 mins on hold and you try to explain what's going on they pass you around like a joint. (No joke). The next thing you know the call is disconnected and you have to call back. The home I just purchase with my wife is a new build and of course, ADT guys came to my home like all the other vender no problem I get.
I call about the poor video quality on the doorbell and the driveway cameras. I didn't realize how bad it was until I saw my neighbors cameras who is with another company. I was floored by how good It is in comparison. So I just said to my wife I can live with It. I guess we have no other choice. Now we decided to order another camera for the back patio. Now I notice when I call to add on a product we got help almost right away, (unbelievable).
When they came out to install the camera for the patio we were kinda excited because by this been a new build in the desert we had lots of coyotes running everywhere and they were jumping the walls taken the small family pets though out the new community. We have a small puppy so we felt getting a camera in the back was needed. When they came they talked to us for a little more than two hours about getting Solar panels installed and the camera would be free! We kept saying over and over we didn't want them and they kept insisting, we said all we want was one maybe two cameras in the back. At that point they said, "I kid you not. We will give you a week to think about the Solar panels and getting the cameras for free, (it's a no-brainer)" the guy said. This happened back in Oct of 2020 and we still have no cameras for the patio.
Lastly, this system keeps going out in malfunctioning, they did come out went over the system, and adjusted it, and still only works for a few days then goes out again. I hung x-mas lights up for the holidays and it kept setting off the motion-detector due to one of the lights was a swing in front of the camera over the garage. On Dec 15th the motion detector stops working altogether. When I finally got through to customer service the lady told me I have used up our limit for the month and It will reset on Jan 1th, I was never told there was a limit. Not once. If I knew that I would have removed the light from in front of the camera when it first happens. I have tried calling so many times and can't get through. It has not worked since Dec 15th.
So I have no motion detectors, no back camera that I wanted, apparently, you have to get the solar panels for that. But ADT doesn't miss a beat taken $71.99 out of my account every month. That's one thing that does work. At the end of the day, I'm paying for the system and it's doesn't work and I can't get help. I'm stuck in this contract, therefore, I'm having money taken from me every month. Wow, and I have 30 months left to go, 30 X $71.99 = $2,159.70. SMH.
Several attempts to cancel the service which I didn't contract in the first instance and then I gave up. I disputed the bill for $124 and they said they would get back to me but never did. In the end I paid it on 6/10/20. Today I get a letter from a debt recovery agency and I call - despite quoting the receipt number the extremely rude person in the billing department refused to sort the problem and said they will get back to me. Right. Stay away from this poor service. Dishonest mob.
I've had ADT for several miserable years. Customer service is very unprofessional, they over talked me during the entire conversation. When I became totally frustrated with them, I decided to go with another security company on 6/26/2020. I called them on that day to request my service be disconnected so my new provider could take over my prewired access. The service was discounted and my new company was able to take over the prewired connection. I was billed for 3 months after the service was disconnected. I called customer service and billing, I spoke to LeAnn and a supervisor named Delvin, neither with a employee id. I requested a refund for the months billed that they were not providing service. Both confirmed there is no live signal at my home and the last known signal was 06/25/2020, 1 day before I requested disconnect.
Delvin, verified they attempted to test the signal on 07/25 and 08/25 both times the got a failed signal. He said they called my listed phone to request I call them to see what was wrong. Both acknowledge the service was off since June but refused to refund back to the initial cutoff date. To derail the conversation, Delvin claim to have found a contract I signed in 2018, on a 3 year contract. I never signed a renewal contract. I first got service 2014. At that time I signed a 24 month NON-RENEWAL contract which ended 2016. Their service was horrible, is the reason I left. I will continue until I get a full refund as rightfully due. They cannot charge me for service that they admit they weren't providing. PLEASE do not use ADT, service is horrible and customer service is very rude, they talk over you, they will not let you speak and very unprofessional. My next complaint will be to BBB, their corporate, FTC, FCC etc....
I have only had the system for 3 months so I cannot comment on the effectiveness of the system. The problem is the installation. On installation the installer did not have one of the sensor's they should have put in. I had to call and they said they would order it and make another appointment. No call from ADT, so I called them. They made the second appointment and the man again came without the sensor. Had to call again, they promised this time they would order the sensor and call me to make an appointment.
Again, no call so I had to call them (each time on the phone for over 30 minutes going over the history). Again made an appointment (each time an appointment is made we need to be sure someone is home to meet the installer). This last time in September, an installer did not come but we got a call in the middle of the day to tell us they did not have the sensor again. So far we have been kept home 3 times and have never received a call back as promised but had to chase ADT each time on the phone for more than 30 minutes. The system was installed in June and now we are in the middle of September and they still do not have the system I paid for completed.
Now we will most likely have to chase ADT again and stay home once again to meet the installer if he even has the sensor. I am in the mood to rip the system out and let them chase me for payment. To put icing on the cake the $100 visa reward card has a number of steps to receive that too. Horrible customer service and can only hope the system is better than their service.
Initial customer service was rude and interrupted me multiple times, we eventually ended up having an argument over how I could obtain my lost password. When she granted me a moment to make a point, she didn't rebut me she said "Fine, have a nice day" and hung up on me. I called back and her superior was almost equally as unhelpful and eventually transferred me back into a queue without warning. Coming from a customer service background this is not how you treat people. They not only lost my business but anyone I can convince as well.
I have two ADT "Smart" Thermostat installed on my residence, since yesterday both of my thermostats are not connecting to the central AC. Called ADT three times today, only in the third time I received an answer. The remote service took 2 1/2 hours with no solution, they confirmed there is an issue with the Thermostat no connecting with the AC system, but simply said there is no other alternative other than send a technician in 2-3 days or send an emergency technician, which I would have to be responsible to pay $100-$300 per hour. This is the most unfair company I've ever dealt with. I'm in Texas and the house is 95 degrees, have a 1 year old child and the only thing I heard was "sorry, there is nothing we can do now". That's bad!!!!
After having a tech argue with us about which camera we should have, he finally installed the one we asked for. Then, we learn from their office it wasn't installed correctly. The soonest they can get someone was 5 days later. No pro rate, can't get a different tech, just "that's the best we can do". ADT is a marketing company that happens to be in the security business. I can't wait to pull these cameras and have another company in here. Won't happen fast enough.
I've been an ADT customer for over 20 years. For most of those years, I had the basic system using wired sensors, but eventually I upgraded to ADT Pulse and along with it, I added a number of cameras and many Z-Wave home automation devices. I've now upgraded again to the ADT Command and Control system, which is what I'm reviewing here.
First, I should state that unlike some of the other reviewers here, I've never once in 20+ years of doing business with ADT, experienced anything other than five-star customer service. I've rarely had to wait more than a minute or two to speak to a support tech, and on the few occasions I've had system issues, those issues have either been fixed it immediately by remote, or ADT has quickly sent a technician out to my house, often by the very next day. Yes, I'm aware that the ADT prices are a bit higher than some others, but I believe I'm getting what I pay for. I was also made very aware of the terms of the contract before signing, I knew exactly what I was agreeing to, and I new exactly how much it cost, both for installation and for the ongoing service. There were no surprises. So from a customer service point of view, I give them five stars.
Now, as for the Command system, for the most part, the capabilities (in my opinion) well exceed those of Pulse. From its security capabilities, to the new home automation features, it offers a much better experience. As of this writing, it's been about a year since Command was introduced, but I've had it for only a few weeks. It's genuinely a good system, but it seems that it's still experiencing some growing pains.
As far as upgrading goes, ADT was able to leverage all of my existing wired sensors, as well as the home automation devices that I had installed to work with my previous Pulse system. That alone saved me a lot of money. Unfortunately, Command uses a different technology for its wireless devices, so my cameras, wireless sensors, and the wireless doorbell had to be replaced with command-compatible versions. (Once again though, I was made aware of this before upgrading, and ADT helped by discounting some of the upgrade costs.) For those just starting out with ADT, this wouldn't be an issue but for existing customers who want to upgrade to the latest technology, it something that must be considered.
From a security point of view, I believe that ADT's monitoring service is second-to-none. On a few occasions over the years, they've responded quickly to alarm events at my house, including one time when they automatically summoned the fire department for what was genuinely a (substantial) fire at my home. Simply, I feel very safe with ADT. So here again, I give them five stars for monitoring.
My biggest complaint is with a few of the automation features that Command and Control offers. In some cases, they seem to be incomplete or lacking in capability. Here are some of them (as of this writing).
* Command does not provide the means to trigger lights to come on when a particular camera detects motion. (I confirmed this with ADT Support.) Currently, the only actions that a camera motion event can trigger are taking video clips and sending notifications. Yes, the ADT cameras have night vision, but the night image is only so-so with these cameras. It would only seem to make sense that if a camera detects motion, you would probably want nearby lights to come on to better illuminate the scene instead having the camera rely upon night vision.
* The advertised "Alexa" integration with Command is not as complete as it is in Pulse. Currently, the ADT website claims that its Command panel integrates with Alexa. It even offers online help that shows you how to enable Alexa on the panel. After spending much time with ADT Support trying to find out how to enable Alexa, it was eventually realized that the Alexa capabilities have been removed from the latest version of their command panel... the option is no longer offered (commencing with build 3 of the panel ... which is what I have.) Instead, they recommend using the ADT Alexa skill. That would be fine, except for a few things.
First, it took another call to ADT support to learn that the "ADT" skill doesn't work with Command. Instead, you have to install the "Alarm.com Smart Home" skill. (I was unable to find that important fact anywhere in their online help.) That skill does provide most of the home automation control that the ADT skill did for Pulse, but to add system arming and disarming capabilities, you must also install the basic "Alarm.Com" skill. (The ADT skill is still available for Alexa, but it does not work with Command, only with Pulse.) Unfortunately, Alarm.com skill does not provide the same level of integration with Command as the ADT skill does for Pulse.
The biggest problem in my opinion is that Alexa Guard is not currently supported.... (another currently-advertised ADT Command feature). With Pulse, I could simply say "Alexa, I'm leaving", and she would arm my ADT Pulse system (allowing me time to leave). She would then continue to listen for certain sounds (such as glass breaking) and alert ADT if one of those sounds was detected. With the Alarm.com skill, you can still arm the system by saying, "Alexa, tell Alarm Dot Com to arm my alarm", but that is nowhere as convenient as "Alexa, I'm Leaving". Furthermore, that doesn't really address the lack of Alexa Guard support. ADT Support told me that Alexa Guard might come back to Command, but obviously no time frame was given.
* With Pulse, I could add/remove and manage my many Z-Wave devices. With command, adding a device (and/or performing a network rediscovery) involves a phone call to ADT Support, who must do that remotely. To be fair, ADT Support has been very helpful, and they've spent quite a bit of time with me in order to register all of those devices. Really though, that's something the customer should be able to do without having to call ADT.
* After a year of being on the market, there still seems to be a bit of confusion as to how certain aspects of the ADT Command system operate. As helpful as ADT Support is, there have been a couple of occasions on which the support tech was unsure of how to configure a particular function, ultimately leaving me to go find the answer elsewhere.
Furthemore, the online ADT help most often just links to Alarm.Com help. Although Alarm.Com is the technology provider, the ADT Command system doesn't necessarily support all of the features that Alarm.Com offers. The result is that the online help often instructs you to navigate to a particular screen, or perhaps press a specific button, that doesn't even exist in the ADT version. In other cases, it describes a capability that ADT doesn't (yet?) support. In all fairness though, I'm beginning to see that ADT Command is still a "work-in-progress" and that features and functionality are still being added (or changed). It would be nice though to have access to more up-to-date documentation, and or to have Support techs kept more up to date as to what changes have occurred.
Overall, I'm happy with ADT Command and Control, and given ADT's history of providing me with great service and support over the past 20+ years, I intend to stay with them. So while it's possible that some of the issues I mentioned above (and others I didn't mention) will be addressed (hopefully sooner rather than later), for now I'm giving ADT Command 4-stars.
ADT Security Services author review by Lisa Montgomery
ADT has been in business for over 140 years. The corporate headquarters of ADT is located in Boca Raton, FL.
Free installation and activation: ADT offers free installation and activation for their security systems. This leaves customers with $0 in upfront costs.
Voice control: ADT offers customers the ability to arm and disarm their home, control the lighting, thermostat and locks (and more) with voice commands via the ADT Pulse smart device app.
The largest in the U.S.: ADT is the largest automated security provider in the U.S. with the most geographic locations of monitoring centers, offering convenient access no matter where customers live.
Mobile alerts: ADT offers homeowners the option to have mobile alerts go to their smartphone so they are notified anytime somebody opens the door to their home, even when they're on the go.
Many customer service options: ADT offers customers a wide range of customer service options, including chat and telephone, which makes it convenient and simple for customers to contact the company whether they're at the office, in a meeting or at home.
ADT Home Automation Company Information
- Company Name:
- ADT Security Services
- Year Founded:
- 1501 Yamato Road
- Boca Raton
- Postal Code:
- United States
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