My husband talked to a Protect Your Home rep on April 5 about getting home security since we travel a lot. By April 7th equipment was completely installed and everything working fine. We were promised 2 of the $100 dollar visa card but found out it wasn't approved by the manager. Well needless to say I called them on the 8th and spoke to multiple people, that was annoying. I was on the verge of cancelling. Upon telling them that, they authorized the 2 visas and even sent them by mail without me having to mail in the $5/each processing fee. So far they have lived up to their words and have tried to make every complaint right by us. Bill is what they said it would be and comes out of our account monthly. I honestly have no complaints. This is my honest review of this company and the experience I personally have had.
The technician that serviced my home was very informative and not a pushy salesman. He was easy to talk with and knew his "stuff." He took his time in installing new equipment and removing old equipment from my previous server. Who by the way wanted hundreds more to "patch" their old system.
A big thanks goes out the 2 installers. Friendly, fast, neat and very thorough! The system is very easy to use. The ADT Pulse app is fantastic, as I'm able to have full control of my system from anywhere and able to see when my children come home and disarm the system.
I had a wonderful install and activation. It went smoothly. The technician was very helpful and explained every step. She even helped me set up my app on my phone and show me how to use it. She also showed me the webpage and explained that too. She made sure that all of my questions were answered before she left my house. Great experience and would recommend it to anyone else.
I was very pleased with the installation of my new alarm system. The installers were very professional and answered all my questions. I was hesitant at first to change providers but I am now glad that I made the right decision.
How do I know I can trust these reviews about Protect Your Home?
- 612,345 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
I am so pleased with ADT security installed in our home. Peace of mind when we leave our home is exceptional. Advanced technology only enhances a product. Your technician was fantastic and knowledgeable.
DISSATISFIED WITH EVERYTHING, TOO MUCH TO LIST. OVERCHARGED ME, STILL HAVEN'T SEEN MY MONEY BACK. It's sad for a company this well known and big to be like this. Read notes on my account if any is there.
The rep who came to install my system advised the pulse option would be $5 more per month, the option actually raised the price by over $20.00. He advised I would get docusign papers in my email, in my industry this means it will be sent for review, I would initial or agree to terms and return. He added my initials to everything and never mentioned the price jump from $27.99 to $52.00 per month. Not being upfront about this is dishonest and I would expect better from a security company.
The price charged to my credit card was not the advertised price on the promotional flyer. The salesperson assured me I was receiving the $27.99 deal but when I went online I was charged as if I had a smartphone which I have a landline I use daily. I have a prepaid cellphone that is not a smartphone. I was with Protection One bill only $21.69 and now I basically have the same thing and pay more. If I had known the $27.99 was not satellite I would stayed where I was.
I received a promotion in the mail from Defender for $27.99 monthly monitoring and $99.00 plus tax installation fee. I spoke to a rep and told him about my current security system that was installed in 1993 and hard wired. He assured me Defender could install an ADT system using the wiring from the current system. Didn't happen! The tech removed the old system and tried to install the ADT system without success and left my home with an open wall and the old system lying on the floor unattached.
After numerous conversations Defender agreed to install a wireless system with an additional expense of $309.82 excluding the $99.00 plus tax which was initially paid. There was no change to the monthly fee. Knowing I didn't get what was advertised called and discussed the situation and was satisfied with $150.00 Mpell gift card, which I received on 10/17. In addition, I was told I would receive a check for $87.00 covering three (3) months of monitoring service which I have not received as of today (10/18). The wireless system is installed and operating properly and the wall was patched and painted at my expense.
Installer Myles ** was excellent & helpful. My driveway camera has been offline for a week. I have called your customer service # every day since 10/12 and get nothing but all lines are busy and to hold, call back, or email a message. On 10/12, I emailed a message to have a Certificate of Purchase for system & Integrated Smoke Systems faxed to my State Farm ins agent & as of this date nothing has been received. I rate your C/Svc product a 20 on a scale of 1 - 10.
We contracted with ADT to come out and install our system for a monitoring rate of $27.99 (plus tax). When the installer arrived, we asked him about phone lines and if that is required. We do not have a phone line connected and cannot easily get one. The installer said, "No problem. We can do that and recommend that anyway." He went through a lot of explanation of the equipment that we might be interested in having installed. We made the decision on our equipment and he stated, "This will IN NO WAY affect your monitoring rate. You just have to pay for the equipment." At the end of the 4 hour installation, he went over 2 forms with us: one called "Thorough Protection Plan" and the second was the Credit Card Authorization for the equipment payment. He then said, he would activate the system and would need me to state my name into the phone to complete the activation.
He said, "you will have several emails from us with your paperwork." Then he left. So when I open up the documents that were sent electronically, the monitoring rate is now $52.99 plus tax! $25 MORE than agreed upon!! AND, by stating my name via the phone call to 'complete the activation' process, apparently I "electronically signed" all of these documents so that it appears that the installer actually reviewed the documents with us - WHICH HE DID NOT.
I immediately called ADT and was forwarded to Defenders, the company that actually completed the installation. They claim that the $27.99 is the base rate and requires a land line and that the wireless system which was installed has a higher monitoring rate. They will be glad to 'downgrade' our system and connect via a landline (which we do not have, so would be additional cost). I understand that the different services may have different monitoring rates. My issue with this is the FRAUDULENT WAY in which it was done. There was NO mention of the rate being different and no opportunity to have changed it or agreed to the change.
When I called and spoke with a Defenders representative about a promotional offer ADT was having, I made it clear that I was interested in utilizing the Pulse app to control my system. Super nice technician came to the house, installed everything and left. When I couldn't access my system through the pulse app they told me that I would not be able to because they used Verizon instead of AT&T and this couldn't be corrected. I wish someone had told me this before we wasted everyone's time. I am now uninstalling my system and going with their competitor.
When I contact your co, I was told will cost me about $19.99 a month but when the tech person came we discuss about options, for my surprise, the prices were very expensive. To make short, I was very displeased. The tech did very well in the installation, I was please. The rest is the management.
I wasn't paying attention that it wasn't pre-wired and had to pay extra. Also didn't know if I only had cell phone it would be so much more. The young man put tape over hole in wall and when I saw only tape he said his daughter took his spackle out of his bag. I would not have known if I wasn't paying attention.
I had one of the worst experience with ADT. First when they promised me for $27.99. After installation they charged $48.99. I cancelled the service same day. They are not trustworthy and honest. Basically they are misleading and cheating the customers.
Called on an ADT promotion. Company came out and refused to honor the promotion. After two-and-a-half hours of having the salesman in my home and talking to 3 different managers they agreed to do half the promotion. Salesman was supposed to come back the second day to finish installing since he did not have enough time to install the first night due to him being on the phone for two and a half hours over the promotion. Overnight dealing with ADT found out there were more lies that were told and the contractor that was out there refused to install ADT promoted products. Ended up canceling contract and had them remove everything that they put in my house. Will never ever use this company again and we'll go someplace else with the worst reputation and probably get a better service.
Changed security companies and had problems with the old company. ADT stepped up and helped me. I am forever grateful for their help. I am excited to be with ADT. Thank you for making this a success instead of a bad experience.
I feel more confident having ADT protecting my home. The professionals that came to install were great; they explained what they were doing and asked what I was looking for. The only thing that came as a surprise was that they wanted me to add additional pieces, which were pretty pricey. They were good when I said no to that.
We requested the Pulse system to include a total of 4 cameras (1 indoor, 3 outdoor) from the salesperson. Tech arrived and indicated they did not have any outdoor cameras at the moment but would place us on a waiting list. Tech found some window contacts were not working and offered to replace same at a cost of $129 each. Tech was unable to get the one indoor camera working properly but promised to replace it when the outdoor cameras were available. We requested written confirmation regarding his promise but have not received any further response since end of Sept.
Please reconsider before you purchase an alarm through this company! I recently ordered an alarm system through ADT. It has been the worst experience I have ever had with security companies. The system was installed 2 months ago and they still can't get my cameras up and running. I cannot contact Defender's local office directly, and get a constant runaround between ADT and Defender (their authorized contractor). The tech has returned claiming he needed a part and to call him to set up a time to install. I cannot get through to him or to anyone locally to have my issue resolved. BEWARE. This is a shady operation!!! By the way, you will spend thousands to have your system installed. Don't believe the advertisements to get you in the door!!!
My installer was excellent and I felt very safe with him in my house. The installation went smooth. I think my only problem was the promotion I received in the mail. It needed to explain what a pre-wired sensor was. I expected to get one for every window and was shocked at how much I would be charged for each additional one. I was a little leery getting a motion sensor in place of the window ones.
I have looked at many home securities companies, read even more reviews. Everything thus far tells me I was correct. When calling, the salesperson told me everything and more I needed to know. The technician was just as knowledgeable and was very efficient and to the point. He explained the system to me and my wife before leaving, everything working as planned. Confirmation.
So last July after 20 or 30 years with ADT I determined what it was costing me was not worth the benefit I was receiving. So I called ADT and canceled my subscription. I was told there would be a waiting period to cancel because of the way that you billed so I paid the additional time for the bill to cancel. Next you sent me an offer to install a new system, give me more sensors and reactivate the system. Also you would give me a $100.00 VISA card and charge me $19.95 a month for the first year. Gave it a lot of thought. Sounded good to add to my present system with an additional set of sensors which would double my sensors and still cost me less. So I called and we set up an appointment.
When he got here he told me my old sensors would not work with the new system so I was right back to the size I started with. Then he did not tell me that in order to get the $19.95 a month I had to get the landline. That may have been I found out later because it was two different companies. That did not bother me because I had a land line up until then. He installed the new system and left. I now had a system basically like I had except now instead of paying $30.00 a month I was going to be charged $50.00 a month. So you can see how ahead of the game I was getting.
Then I got the bill for $50.00 a month with no discount. Back on the phone. This was an experience. I talked with the guy and he said no problem but had to connect me to someone else first. When he did I ended up on hold. That was for over a half an hour before I hung up and called back again. This time I got a woman. After explaining my situation to her she informed me I could not do the discount. We argued for a little while. I could not get to her supervisor and finally she connected me to someone else. I think she was tired of listening to me. Just happened to be the same guy I was on the phone with earlier.
He informed me I could do what I wanted but had to set up an appointment for a landline. Also to get the discount, they would send me a check for the full amount of the discount and then bill me the full amount because they were really two different companies. I agreed because I had already had your new system installed and had a contract. He set up an appointment for the guy to come and change my setup back to a landline. That is when I found out more about the two different companies.
All that was left was the VISA card so I printed out the certificate and then called the company because I had to send a certified check and they were going to charge me $4.95 for the card. Also found out that this was a third company I was dealing with. Again after more than a half hour on the phone, I got the girl to waive the fee so hopefully someday I will receive the VISA card with $100.00 on it.
Then the topper. I wanted a paper invoice bill like I had before and I was told that to get the same thing I had a month earlier, it was going to cost me an additional $3.00 a month. So in the end I now have a $40.00+ system that replaced my $28.00 system that I thought was too much and I still have the same basic setup I had before the deal.
No, I am not happy but I signed a contract and I will honor it. Only good for three years so you can recover your costs. I understand that. Would I recommend you to anyone else? NO WAY. I really feel got the short end of a bad deal. At least a bad deal for me. Your company made out good. This is the short story. Really do not have time for the long one but I am sure you get the idea. Do I expect anything to come of this? NO, but now I feel a little better.
I called to ask how to transfer existing services to our new home. I asked if I could bring the sensors but leave the key pad on the wall (to avoid leaving hole in the wall) and they said yes I will be able to use search sensors in addition to new keypad at new home. I also asked if my monthly charge would remain the same, she said yes. The tech arrived a few day later with a price of 48.99 (I was paying $29). He told me he couldn't lower it so I called the company while he was here. They would not budge even though I agreed to leave old key pad at old house only because they said the monthly fee wouldn't change.
The tech also said he could not use the sensors that the woman told me I could bring over to use. He Said it was outdated and wouldn't be compatible. These phone calls were supposedly all recorded. I would like someone to look into this and call me promptly. I also would like to cancel my services (like the tech told me I had 30 days to decide to do so).
Worst company I have ever dealt with. They have lied since day 1. Made it impossible to cancel my account even after trying within 3 days and has since told me there is nothing I can do about their false salesmanship. The alarm has been broken since the week it was installed.
The service and the installation was very bad and was not done properly and the people on the phone was that too kind. I have been with ADT before for three years. Never had such bad problems and bad attitude by people on the phone and who came out to service.
Had new security system installed. Was quickly installed and explanations on usage given. Was tested and worked well. Time will tell. Haven't had any need yet to contact customer service so can't rate their response to my questions if any.
ADT install - Guys were great. Just took longer than I thought. They came on Friday at 2:30 and I asked them to go at 8:00. One person came back on Monday to finish the job and was here from 9:30 to 3:00. Then he showed me how to put in codes and change them. He also showed me how to use the remote.
Not happy. The phone quote that was given to me it's not the same as what's on the contract. A different amount. You tell me the bill's going to be $239.40 for the whole year. We kept asking Evans how much do we owe you. We need to write the check. He said we will owe nothing but you see they bill to be a matter fact and they say that we will have 2 more bills for inspection. Someone is not telling the truth. So I need to speak to someone soon as possible either after the hurricane.
Erin RaubAlarm & Security Systems Contributing Editor
Erin Raub is a freelance writer, content marketer and blogger. She writes about home security and family safety, as well as digital marketing and business. Erin is also an experienced travel writer, and knows having a trustworthy security system can make any time away from home even more enjoyable.
More about Erin→
Partnered with ADT for monitoring services, Protect Your Home serves more than 200,000 customers each year. They are a national company with service centers coast-to-coast that gives new customers rapid access to a new home security system.
- 24-hour installation: Protect Your Home has service centers nationwide, so most homes can have a security system installed in as little as a day.
- Inexpensive installation: When purchased with monitoring, home monitoring equipment is included in the price, so customers only need to pay an inexpensive installation fee.
- Beyond burglary protection: Monitoring services include fire, carbon monoxide, flood, smoke and break-in alarms.
- 24/7 monitoring: Burglars don't take days off and neither should a monitoring company. With ADT monitoring, homes are protected every hour of every day.
- Battery backup: When the power goes out, homes still need protection from break-ins or emergencies. With a battery backup system installed with each alarm system, home owners can leave with confidence, knowing that their home is safe and secure.
- Best for Home owners, renters, businesses and landlords.
Protect Your Home Company Profile