ADT

We always had an issue with the ADT doorbell never wanting to connect, always bombing out. So with this one, they brought the new Google doorbell. So far, it's been really nice. The only downfall is that I have to have another app to be able to access it. It's not run through the ADT Control app. I have to run it through the Google Home app.

I'm paying for two houses and they combined both the monitoring under one payment, which is awesome. But then I have two other payments that are coming out randomly throughout the month that are for the installation payment or for the actual equipment itself. When they told me, with the package, that it’s going to be automatically all rolled up into my monthly payments, I was like, “Cool.” So on this monthly payment, I expected an additional 20, and on this one, I expect an additional 10.

But when I talked to the lady from customer service this morning, I was like, “Why is it showing in my system three separate payments?” She said, “These are flexi payments on this one and flexi payment on this one. They're gonna come out on these dates.” So through ADT right now, I have my monitoring for both houses on one bill. Then I have turned around and I have the flexi payment for one house on another bill that comes in on the middle of the month. Then I have another flexi payment that comes out at the end of the month, instead of having it all combined under one payment.

So far, I feel comfortable knowing that my security system is in place and that all the elements of it seem to work to the best of the ability of them to work. Everything seems to be satisfactory and we haven't had any difficulties with our ADT system. But right after the install, the camera wasn't working at the rear of the house. They scheduled to come out and they came out fairly promptly. There was something wrong with the wiring but a guy came out and got it right. He was excellent. We'd never had a system before, so for us, there seemed to be an ease of understanding what was going on and utilizing the system. I also really like the panel inside the house versus the phone app which has worked very well. If I pull out of the driveway and I forgot to arm the system, the phone app allows me to stop at the corner and "Arm Away" after I've left.

Aside from that, I appreciate the customer service of all three people that we've dealt with at the home, the salesperson, the installer, and the guy that came to fix the wiring. As a consumer of anything, I appreciate when the provider listens to what the customer’s saying and works with that. When people tell you, “Well, this is this and da, da, da,” and they don't listen to what you're asking questions about or telling them, I find that very off-putting. But ADT's reps were very cordial and everybody listened.

When I got ready to cancel, I had to wait on hold for an hour for somebody to answer the phone. Then they told me I had to go to another department and had to wait another 30 minutes for that department to answer. I can understand that since the pandemic, a lot of companies might not have these staff that they normally had in the past. But to have to stay on hold for an hour was ridiculous. At one point, they told me that if I left my number, someone would call me back. I did, and no one ever called me back. So, customer service is far most important for me.

When I called to sign up with ADT, the young man told me all the things that they were waiving. When the install guy got out and he was telling me that ADT would just be financing my equipment for 700 and some odd dollars, I said that I was never told that I had to pay for the equipment. He got on the phone and called someone. I guess they went back and listened to the tape that I was never told that I have to pay for the equipment charge, so they went ahead and did that.

We just couldn't wait for him to get here, look at our house and everything that needs to be done then just get out. He needs to find a different job or he needs some coaching. We were appalled. We are consumers and we want this product in our home. I tried to go to management about this but it didn’t go any higher up than this regional manager. ADT didn't want to give me information so I was not happy about that. I kept getting transferred. I was ready to drive to the Tucson, Phoenix office because I was like, “I don't want this guy who seems like he's very complacent in life, that just doesn't care, to go into my house and try to sell me a security system when my husband’s a cop, and he's in the military.” It did not sit well with us.

Thankfully, ADT sent some guy who came in to do the install and he was great. He went over everything and he sat down with us. He is a great employee for ADT. The system has been nice and we've enjoyed it. I have to be here by myself until February so it makes me feel safe, which is the most important thing. We had another tech come out and he was great too. He came right away and installed the thermostat. Other than the sales experience, my husband and I are very pleased and we’re glad that we went with ADT.

So when he came out, he said that he couldn't install the cameras that we wanted because we didn't have the adequate internet speeds. I wasn't gonna turn around and pay Spectrum $100 to come out and give me a new modem and then another $50 a month just for cameras. So, it was quite the debacle when he came out here. But other than that, he was good.

The only other issue that we had was since we were moving, I was thinking that we were just transferring service. Apparently, that was not the case. I realized after the fact that I was gonna have to call and cancel the old location's monitoring, 'cause I went in and logged everything online, and I realized there was another bill for the old address.

I called and they had not stopped service there. They were like, "We require a 30-day notice." I said, okay. But, that would have been nice also for the representative that I spoke to when I was talking about transferring my service to say, "We need to go ahead and put in a request to cancel that service on such and such date. And then your new service will be on a different bill." So, now, whenever I get that final bill sometime mid-November, I'm gonna have to call and dispute the two months of extra charges on there.

I tried cancelling my whole ADT service in December 2021 because I was within the 6 month money back guarantee but they said there was a procedure to follow. That they had to send technicians to check the problem first. They sent about four different technicians which didn't fix anything. About 3 months pass and still nothing. I contacted customer service several times spoke to a lot of different people including all supervisors. They said it was up to the supervisor here at the local ADT office to escalate and cancel my service. I NEVER ONCE SPOKE TO THIS PERSON! UP TO PRESENT DAY STILL NOTHING! I can't fathom how this is possible and why it's so hard to contact a customer and perform a simple cancellation!

I even emailed corporate about the cancellation as directed by customer service. Every time ADT calls I can repeat what they are going to tell me before they get to it because I have talked to so many representatives and they all do the very same thing every time. They transfer me to account management, take my number put it in the notes on the account, transfer me to a supervisor, they send a message to local ADT office, they say I will get contacted in 48 to 72 hours, and then... NOTHING! I still have this stupid service and just stopped paying it. I have proof I attempted to cancel within the 6 month guarantee whenever they feel like contacting me.

I would call every morning and I would get put on hold for 45 minutes or they would call me back. The first two times, I took a call back, and when they called me back, they said they had to transfer me and it was another 45-minute wait. It took me almost two weeks before I was able to get someone out here. A tech came yesterday morning and there was a service charge for them to come and do anything, which they didn't have before. It was a nightmare. We had ADT for 10 years and I had never had problems like this.

Up to this point, we had had really good ADT service. When I had to call for any information on anything, I got someone I could understand and who could help me quickly and walk me through things. Also, they were very responsive and quick with the alerts. When the fire happened, we were in a no cell area for a period of time on that day so I did not get the ADT alert. They called my sister and before they called her, they called the police. When my sister got here, the police were already here and the alarms were all going off. In a matter of seconds, the fire departments were already coming. But this last experience, it took almost two weeks to get a battery replaced, I couldn't understand people, and I was constantly put to wait. That just blew me away. People have schedules and they have work commitments. They can't be waiting 45 minutes and plus for someone to come on the phone.

Updated on 09/18/2022: So I posted this week about ADT poor performance this week. Still no resolution. Another call from virtual tech support who said once again that the previous rep was wrong with information provided. STILL NO CALL FROM BRANCH MANAGER. ONCE AGAIN MY CAMERA IS OFF WITH NO NOTIFICATION. THIS IS CRAZY. DON'T GO THROUGH WHAT I AM GOING THROUGH.

Original Review: Into my 5th hour of trying to resolve my 35 day old system failure. Still with every tech/customer service person the previous agent doesn't know what they are talking about. It's a mess. Now to find out my cam was never going to work properly per tech support. The wifi trend speed was too low for my camera to ever work. It never should have been put in. Now they want to charge me 2000 plus to do take the system that does not work out. Beware of ADT. Their reimbursement period is 3 days! Plus the installer told me this was a month to month contract. I guess we are going to court.