ADT

Every technician that comes out there does the job and leaves. We've made good friends with them. Sometimes, the same guy would come and says he remembers the house. I would ask ADT if I could I have such technician and they would say if the technician is available, I can have him. I can trust ADT and they always call at 3 o'clock in the morning. I was in Virginia and I was going up to New York to visit some friends. I'm at the hotel, 3 o'clock in the morning, I got a call and they said, "We have a possible break in the front door." I said, "Respond with the sheriff." I turned around, drove directly back, didn't stop until I got to the sheriff's office and he said everything was all right. It was a strong wind that happens to come in from Alabama which they said happens all the time. It was 60 miles an hour and it jarred the connections. All it had to do is move 1/8 of an inch and it breaks the contact.

The only problem I have with ADT is there's a lot of reps out there that offer different level incentives. So, it wasn't consistent on their offerings across the board. If you sign up with this rep, you may get a cheaper monitoring rate because after we signed the contract, I started getting some more advertisements from ADT reps who were offering to give either discounted products or free cameras. But the installation was very quick. With all the delays because a COVID, I was expecting a much longer wait. After we signed the contract, they were out there to install the next day. They were very quick and there were no issues with the system. I'm an Apple guy so I would like everything tied in with my apple home kit but the ADT product is a stand-alone app. So, I can't control it from my home kit. I have to use their app to make it work. The ADT system is compatible with Smart Home stuff but not on the only Apple side.

When I followed up, I was on hold for an hour. This woman got on the phone and she put me on hold every single time for 10, 15 minutes. The initial invoice they sent me doesn't match the report the technician sent me. I asked if they could send me the invoice that matches and she put me on hold. She was upsetting me. She couldn't answer one question I have, she hadn't scheduled a technician to come, and I don't see the $200 credit applied to my service. She started explaining to me how it was applied and I couldn't understand the terminology. She put me on hold again. As sweet as she was, I've never seen anything like that before.

I paid them in full after it was installed and I still don't have the sensor I'm paying for. I still don't have a $200 credit and I don't have time to get on the phone and be jerked around again. ADT is the most reputable company in the United States and this is what they did to me. They've killed my enthusiasm for my new home and its protection. Besides all that, I'm very happy.

I’ve had a lot of issues with billing with the last month. I’ve had to be on the phone for over five to six hours total. I moved and they were double charging me. I’m getting the refund but I'm still waiting on the check. They’re very nice but the last time I called, I asked to talk to somebody that knew exactly what they were doing. But the service is great and I like it. Two nights ago, it had to go off at 4:05 am. I run the pad, and it told me which door had been opened. It was the shed outside and it was the wind because it was so windy that day. Being a single mom with kids, I appreciate it.

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.

I tried to call their service center over 20 times and each time they would say there is a 80 minute, 90 minute, 76 minute hold time and offer a call back and I would opt for it and NO ONE would call back. Finally after one day I got a call back and the technician could not understand English. Their reception was very poor and they had absolutely no clue how to troubleshoot. After 44 minutes on the phone I asked them if they could send out a technician and they said all They could was send me to another so called “tech expert” and at which point they blurted out being out of another country and working from home so they had NO control over HOW BAD the technology was where you could barely hear or understand what they were saying.

At this point I keep pressing them to send a technician and they then tell me that to do that I have to pay them $139 and I get flabbergasted that I pay a monthly fee for my services. They guaranteed they would always service it and now all of it is a complete LIE! I then ask to speak to a manager and they say that the manager will call me whenever! Two days go by and I get a manager voicemail promising a call back but none comes. Five days later I call to cancel my subscription and this is where their SCAM comes alive. They ask me $992 to cancel. Even if you total my monthly subscription for one year that’s a $700 so I don’t know how they came up with one month of fee plus $992!

At this point I explain my predicament to the lady on the phone and she tells me that her notes state that I refused a technician from visiting my home (A TOTAL LIE) and I explain to her why that is logically impossible and she then relents and says a technician will come home 6 days later! Now I am on day one of six so not sure if they will come but in the meanwhile I Asked her what if My house got broken into and their system would not notify the police because it has failed and that is the ONLY promise from a security company and what should I do then because I am paying for a service that does not exist and they have no guarantees to serve you! Will you allow such a fraudulent organization to service your house and let your family suffer and let your family be in harm's way and wash their hands off? Decide for yourself!!