Review For: ADT Security Services
This ADT customer review has been submitted anonymously by a present or former ADT burglar alarms client. Please note that ADT uses a sub-dealer program, which usually means that a local company will install and service your alarm, and ADT will monitor it. So a review listed here may not be for or against corporate ADT, but a completely independent local dealer. If you submit a review, please indicate whether the review is regarding ADT corporate, or the local company who installed your system.
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I have been a loyal ADT customer for almost 20 years. And I have been very pleased with their service. We have even had some laughs over a couple of our false alarms, like when my dog chewed on my remote key FOB and set off the duress alarm.
However, today I was blown away by their lack of service, empathy and compassion. At 5:45 our alarm went off indicating there was a fire in the house. I ran to disarm the alarm and checked for a fire, smoke, whatever. There was nothing. I waited for ADT to call. After 10 minutes, my cell phone rang. I asked why they didn't call the house. The woman told me she did but got voicemail. I told her I was not on the phone. That I was waiting for them to call. She said that since the alarm unit uses the phone line to call in the incident, that it was probably still using the line when she called. She said that happens a lot. Why she didn't try calling my house again, I don't know.
I told her it was a false alarm and asked what might have caused it. She told me that sometimes dust in the detector will set if off. She tells me to use canned air to blow the dust out, which I do while talking to her. She also said that she had notified the fire station but would call them and cancel that request. Ten minutes later my doorbell rings. It is the fire chief. He said they never received a cancellation request from ADT.
About 20 minutes after the fire department leaves, the alarm goes off again. The woman I spoke to told me the same thing, dust in the detector. I told her I dusted it. She suggested I try again and see what happens. In the meantime, she put that detector on TEST so they would not respond to an alarm. About 10-15 minutes later the alarm goes off again. So I call ADT and ask them to send out a technician to fix the problem. While on the phone with them, the alarm goes off again. The service rep tells me that the first available technician appointment is on June 9th (today is June 2nd). I asked her if there was a way to disable that detector so that it doesn't keep setting off the alarm. She said we could not because it was a life safety device. I jokingly said, "But the alarm keeps going off every 30 minutes. What am I supposed to do sit here and disarm it until the technician gets here next week?" She basically told me there wasn't anything else she could do. Dumbfounded, I hung up. A few minutes later I called again and spoke to someone else. I explained the situation and asked if there was anyway I could get a technician to come in today to fix the problem. The woman said yes, but it would be after 5:00 pm and that I would have to pay an overtime charge of $365 for the first half hour and $75 each half hour after that.
In the end, the only way I could get ADT's malfunctioning equipment to stop tripping the alarm and siren was to completely unplug the whole console in my basement. In barely one hour, ADT managed to completely negate 20 years of loyalty and good will. I am simply dumbstruck.
However, today I was blown away by their lack of service, empathy and compassion. At 5:45 our alarm went off indicating there was a fire in the house. I ran to disarm the alarm and checked for a fire, smoke, whatever. There was nothing. I waited for ADT to call. After 10 minutes, my cell phone rang. I asked why they didn't call the house. The woman told me she did but got voicemail. I told her I was not on the phone. That I was waiting for them to call. She said that since the alarm unit uses the phone line to call in the incident, that it was probably still using the line when she called. She said that happens a lot. Why she didn't try calling my house again, I don't know.
I told her it was a false alarm and asked what might have caused it. She told me that sometimes dust in the detector will set if off. She tells me to use canned air to blow the dust out, which I do while talking to her. She also said that she had notified the fire station but would call them and cancel that request. Ten minutes later my doorbell rings. It is the fire chief. He said they never received a cancellation request from ADT.
About 20 minutes after the fire department leaves, the alarm goes off again. The woman I spoke to told me the same thing, dust in the detector. I told her I dusted it. She suggested I try again and see what happens. In the meantime, she put that detector on TEST so they would not respond to an alarm. About 10-15 minutes later the alarm goes off again. So I call ADT and ask them to send out a technician to fix the problem. While on the phone with them, the alarm goes off again. The service rep tells me that the first available technician appointment is on June 9th (today is June 2nd). I asked her if there was a way to disable that detector so that it doesn't keep setting off the alarm. She said we could not because it was a life safety device. I jokingly said, "But the alarm keeps going off every 30 minutes. What am I supposed to do sit here and disarm it until the technician gets here next week?" She basically told me there wasn't anything else she could do. Dumbfounded, I hung up. A few minutes later I called again and spoke to someone else. I explained the situation and asked if there was anyway I could get a technician to come in today to fix the problem. The woman said yes, but it would be after 5:00 pm and that I would have to pay an overtime charge of $365 for the first half hour and $75 each half hour after that.
In the end, the only way I could get ADT's malfunctioning equipment to stop tripping the alarm and siren was to completely unplug the whole console in my basement. In barely one hour, ADT managed to completely negate 20 years of loyalty and good will. I am simply dumbstruck.
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