"I worked for ADT in the billing dept. and well all the stories I read here on this review site.... well I've heard them all and well it kind of makes me chuckle to reminisce. Word of advice, with any company including ADT:
1. READ YOUR CONTRACT, please do not take your sales rep's word, have it in writing on your residential service contract. Unfortunately they will promise you the sun, stars, and moon to get you to sign. Most of the reps I've talked to have NEVER read the contract they get people to sign. Yes it is 3yrs long, YES there is termination fee, previously it was 450 (1yr), $200 (2nd yr) and & $100(3rd yr)? but now; it is 75% of the REMAINING CONTRACT PERIOD? So you could pay as much as $1000 to cancel in the first year, all depends on your monthly rate.
2. Please don't complain about the phone system, I know you all think it's hard to navigate through, but do me this favor? TURN OFF YOUR TV, SHUT YOUR CHILD UP, STOP EATING, AND DON'T HOLD A FUNNY CONVERSATION WITH SOMEONE WHILE CALLING. For all I care go in the closet with a flash light and pay attention to what the automated lady on the line is asking you and yes you will get to the right person.
3. If you are calling to pay your bill, have your credit or check book ready, it's annoying to have to hear you breathing hard to walk to your car where your wallet or purse is. (And for the life of me I don't know why you leave your wallet/purse in the car).
4. If you think are paying too much for your monitoring, please call and see what we can do for you, you'll be surprised. We don't care how much you pay as long as you give a figure you are looking to pay WE WILL DO WHAT WE CAN TO LOWER YOUR RATE, RIGHT ON THE SPOT (with in reason).
5. I know the local company is cheaper, but remember this, when some major natural disaster occurs, and that local monitoring center is down, you are not monitored. Grab your bat, golf clubs, or your mace ? ESPECIALLY IF YOU LIVE IN DETROIT.
1. READ YOUR CONTRACT, please do not take your sales rep's word, have it in writing on your residential service contract. Unfortunately they will promise you the sun, stars, and moon to get you to sign. Most of the reps I've talked to have NEVER read the contract they get people to sign. Yes it is 3yrs long, YES there is termination fee, previously it was 450 (1yr), $200 (2nd yr) and & $100(3rd yr)? but now; it is 75% of the REMAINING CONTRACT PERIOD? So you could pay as much as $1000 to cancel in the first year, all depends on your monthly rate.
2. Please don't complain about the phone system, I know you all think it's hard to navigate through, but do me this favor? TURN OFF YOUR TV, SHUT YOUR CHILD UP, STOP EATING, AND DON'T HOLD A FUNNY CONVERSATION WITH SOMEONE WHILE CALLING. For all I care go in the closet with a flash light and pay attention to what the automated lady on the line is asking you and yes you will get to the right person.
3. If you are calling to pay your bill, have your credit or check book ready, it's annoying to have to hear you breathing hard to walk to your car where your wallet or purse is. (And for the life of me I don't know why you leave your wallet/purse in the car).
4. If you think are paying too much for your monitoring, please call and see what we can do for you, you'll be surprised. We don't care how much you pay as long as you give a figure you are looking to pay WE WILL DO WHAT WE CAN TO LOWER YOUR RATE, RIGHT ON THE SPOT (with in reason).
5. I know the local company is cheaper, but remember this, when some major natural disaster occurs, and that local monitoring center is down, you are not monitored. Grab your bat, golf clubs, or your mace ? ESPECIALLY IF YOU LIVE IN DETROIT.
Occasionally at Alarm System Reviews.Com, we receive helpful reviews and "inside info" emails from employees of home security companies (Usually former salespeople, monitoring staff or customer service reps). Some wish to defend their employers, others might want to confirm an alarm company's less than stellar reputation. We usually post the reviews in the appropriate section, but we found the reviews for ADT below especially helpful / informative and decided they deserved their own section on the site:
"As an Employee of ADT, I can attest to some of the horror stories. They do happen, much to my dismay. But as someone else stated, it is a very large company, and the vast majority of customers do get service as promised".
However, things DO happen where we cannot get a technician to a site 30 minutes ago. People need to understand that we are going to put a customer who's alarm is sounding ahead of a low battery in terms of service. Also, when we call you to reschedule an appointment and tell you our tech was taken to the hospital this morning for a heart attack, please be a better person. Do not get vulgar with us, do not demand someone else come out, do not tell us to drive to his home and take a part off of his truck, and do not blame us for wasting your time. In terms of business, ADT just lost 8 hours worth of work orders, and set us another day out on our backlogged service.
As a representative, screaming customers are not what I look for. Neither does anyone else in any company. If there were another way to get you service, we would make it happen. However, we cannot bump another customer no matter how much you scream at us.
Most of all, please read your contract. You signed it, and you should have read it before. For example, Service Plans cover service due to basic wear and tear during our hours - not yours. Every area is Monday-Friday, 8-5. Some areas have 8-8, and some even have Saturdays, and in a few cases Sundays. If we tell you "I'm sorry, but we do not have any appointments in your area on Saturdays" or, "ADT cannot promise you a 1 hour time frame", understand that the world is dynamic, and a tech might be caught in traffic, neck deep in wiring problems or a fried circuit board. We are not simply trying to make another customer irate, although it does happen. Your contract also covers canceling your system before your contract is up. Again, you signed it acknowledging that you will pay the fee's if you do decide to end your contract".
However, things DO happen where we cannot get a technician to a site 30 minutes ago. People need to understand that we are going to put a customer who's alarm is sounding ahead of a low battery in terms of service. Also, when we call you to reschedule an appointment and tell you our tech was taken to the hospital this morning for a heart attack, please be a better person. Do not get vulgar with us, do not demand someone else come out, do not tell us to drive to his home and take a part off of his truck, and do not blame us for wasting your time. In terms of business, ADT just lost 8 hours worth of work orders, and set us another day out on our backlogged service.
As a representative, screaming customers are not what I look for. Neither does anyone else in any company. If there were another way to get you service, we would make it happen. However, we cannot bump another customer no matter how much you scream at us.
Most of all, please read your contract. You signed it, and you should have read it before. For example, Service Plans cover service due to basic wear and tear during our hours - not yours. Every area is Monday-Friday, 8-5. Some areas have 8-8, and some even have Saturdays, and in a few cases Sundays. If we tell you "I'm sorry, but we do not have any appointments in your area on Saturdays" or, "ADT cannot promise you a 1 hour time frame", understand that the world is dynamic, and a tech might be caught in traffic, neck deep in wiring problems or a fried circuit board. We are not simply trying to make another customer irate, although it does happen. Your contract also covers canceling your system before your contract is up. Again, you signed it acknowledging that you will pay the fee's if you do decide to end your contract".
7. "Hey did you know I changed my cell phone # and that I got a new job?" Probably not. Well, ADT does not know that either unless YOU CALL AND TELL US. We are not hooked up the psychic friends network and we won't call you to check.
11. Your contract, bill, and the automated system tells you to test your system at least once a month. We don't know if there is a problem with your system unless you test it. Just because you have a system it does not mean someone is watching you open and close your door. We know this only when your alarm is SET and then the door is opened. Now if you want a record of signals received you
will have to call and ask for it, but be prepared for a novel even if it is just one month. Our systems keep record of activity (when system is armed) or when alarm code is entered, and when we do our own self-test of the system. (This self-test is only to verify we can COMMUNICATE WITH YOUR SYSTEM, NOT IF THERE IS A PROBLEM. Plus it only pertains to customers who fire monitoring).
will have to call and ask for it, but be prepared for a novel even if it is just one month. Our systems keep record of activity (when system is armed) or when alarm code is entered, and when we do our own self-test of the system. (This self-test is only to verify we can COMMUNICATE WITH YOUR SYSTEM, NOT IF THERE IS A PROBLEM. Plus it only pertains to customers who fire monitoring).
10. I know is annoying to wait around for 4 hours for a technician to show and then him/her not show and not receive a phone call. But things do happen (accidents, previous job takes longer than expected, they have to eat, they get lost, etc) and it MAY happen to you and I do sincerely apologize (REALLY I DO). If your technician has now shown on the first appoint, please chill, stuff happens, but if it's the 2nd, 3rd, 4th, 5th, etc time then yes I understand why you are frustrated. I have voiced my opinion about having the technicians call the customer and explain what is going on and being more responsible about appointments they have schedule. I will say that there are some technician who do this, and ADT is taking action about service issue, with some new gizmo that keeps the technician in direct contact with service center about job status, parts required, location, payment processing, and all around better service. It has not been implemented throughout the entire company, but it's making its way.
9. Your cash, check, and credit card payment may/can take up to 30 days to post to your account and ours. NO I am not joking, stutter, or mumble. Read your bill it will tell you this. I know its ridiculous, but payments are sent to payments center 1 or 2 times a month depending on the office. Your money is safe in a lock box and is "being prepared for processing" as I like to say. This goes for installation, service appointments, and deposits that are given to your local office representative. If you ask someone, they will see if we can just bill you for it all, so that you don't have to worry that someone is messing with your money and personal information. If you don't like your reps answer, as his manager, and then his manager, believe me they WILL bill you for it to make you happy.
8. If you are mad because you have an old system and haven't heard from ADT to upgrade, well don't be. First if it isn't broke why mess with it? Second, you receive fliers in the mail about upgrade options (occasionally) and there is this new thing that Al Gore invented called the Internet, check out our site you can find out about upgrade options. When you bought that shiny new car back in 1995, did your car sales man call you in 2005 about getting a new car/model? No, show a little initiative.
6. FYI it takes a LAND LINE to monitor your home, you are told this at least 2-3 times verbally (sales rep and install technician) and again on your contract. So if you cancel/switch to another phone provider, check with ADT to see if we can monitor your home. Yes we do have other options to monitoring other than a phone line, but it will cost you even if you've had ADT 10 years, We did not ask you to change your phone line. Don't get me wrong, I'm sure a sales rep would work with you on a cheaper or no cost option, but YOU WILL SIGN A NEW 3 YEAR CONTRACT.
Now I'm not saying ADT is a bad company, I'm not saying its great company, I'm saying you do your part and we'll do ours. Yes there is a time to get mad especially if you feel like you are getting dumped to the next person and if we've missed your service appointment for the 3rd and 4th time (etc). I know working in customer service we have a lot of expectations, but you know we still have a deal with your screaming and arguing. Our day may be going just as bad as yours, except we can't express it. I've always said I'm not here to blow sunshine up your anatomy, but I am here to listen and assist you with your concern in human-like and peaceful manner."
ADT Employees Speak Out:
Do you or did you once work for ADT or any other alarm company? We welcome your opinions! All reviews and comments can be posted on our review submission page. Our regular visitors can find more information about ADT here: ADT Customer Reviews You may also find this page useful: What To Expect During Your ADT Sales Call
We (ADT) will basically leave your system for you to own after you have fullfilled your 3 year contract. The panel is not propriatory, just the dowload part is. Anyone can monitor it if its a sw2000, sw3000, premisepro or newer panels. With Brinks you will never own, they will get your system even 10 years after your contract if they are notified, even if they left it for you it is a boat anchor because its made just for them.
If you were a customer of ADT and didn't pay your bill for months and decide to reconnect...prepare to resign another 3 year contract at a higher rate. I am not sure what happens to your prior contract but we do (resales) all the time. That's when you dont pay your bill, and they will send me out to test and inspect it.
If you switch to a non traditional phone like cable, vonage, etc, it won't work. I would also check and make sure your phone line (land line) is working on the system and plugged in. If you're not connected we won't always get you up and going the same day, and we might need to reschedule for another day. The scheduling they alow us for is unbelievable, if you only knew. Here's a typical day: 8-10a.m.: resale (test and reconnect)...10-12p.m.: resale, 12-2p.m.: resale...2-4p.m.: add on install (door contact, etc).
Notice no lunch break.....because we are commision.. we don't get paid hourly! AND those jobs are all over the 200 mile area we are in charge of. SO BE READY FOR A FAST TALKING EXPERIENCE, i.e. in and out in 20 minutes. Don't get me wrong...its a good company...but kinda scandalous to its employess on breaks AND NO LUNCH BREAKS. If you always pay your bill, it's an excellent company.
If you were a customer of ADT and didn't pay your bill for months and decide to reconnect...prepare to resign another 3 year contract at a higher rate. I am not sure what happens to your prior contract but we do (resales) all the time. That's when you dont pay your bill, and they will send me out to test and inspect it.
If you switch to a non traditional phone like cable, vonage, etc, it won't work. I would also check and make sure your phone line (land line) is working on the system and plugged in. If you're not connected we won't always get you up and going the same day, and we might need to reschedule for another day. The scheduling they alow us for is unbelievable, if you only knew. Here's a typical day: 8-10a.m.: resale (test and reconnect)...10-12p.m.: resale, 12-2p.m.: resale...2-4p.m.: add on install (door contact, etc).
Notice no lunch break.....because we are commision.. we don't get paid hourly! AND those jobs are all over the 200 mile area we are in charge of. SO BE READY FOR A FAST TALKING EXPERIENCE, i.e. in and out in 20 minutes. Don't get me wrong...its a good company...but kinda scandalous to its employess on breaks AND NO LUNCH BREAKS. If you always pay your bill, it's an excellent company.
"I am an ADT Corporate installer currently... A few differences between US and BRINKS..."
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