Unbiased Protect Your Home Customer Reviews

(Added Feb 25/10) I had my alarm installed in late August. As of yet I have never been able to use this alarm.

Every time I have activated the alarm it goes off falsely. I have three small children who are terrified of the thing because it has gone off in the middle of the night so many times. I have had a service person come out (which cost me $25) and replace the equipment in the one room but it still sets off the alarm. On top of that I was offered a $200 rebate Visa card for purchasing the system- I have never received it. I have made several calls and no one can find the documentation or any trace of that conversation. On top of that I just realized I have been double billed since October. ADT has been drafting out of my checking account and another ADT company that they evidentally sold my contract to has been charging my credit card monthly. I supposedly have this resolved but I have yet to receive my $224 credit into my account from ADT Protect Your Home.

I paid $800 for this system and can't use it. The customer service was great while they are trying to get you to buy their product. After you have purchased it good luck. I had one customer service person tell me that everyone was at lunch and I would have to call back later. I thought ADT was a huge company but it seems that they must only have a handful of employees to handle the phone calls. My opinion is to use this company at your own risk.

(Added Jan 29/10) I recently bought a home that had an existing security system. The system was installed and monitored by ADT. The previous owners (elderly couple) told me they were forced to pay the remainder of a 3-yr contract that they did not know they had signed.

I found out later that my in-laws had purchased from ADT without being made aware of the 3-yr contract as well. ADT sales reps called my new home several times a day (to the point of harassment) trying to sell us a new security system. I informed them that I wasn't ready to purchase because I did not have a chance to shop around and did not want to get locked into a long term commitment. I also had an existing system and my only desire was to activate it. The sales person assured me that there was no long term contract and that I could cancel at any time without penalty. I agreed to let them come out and activate my existing alarm system.

When the installer showed up, he wanted to charge me $400-500 (above the $850 credit) to replace my existing security system with new equipment. My existing system was current technology (1 of the 2 most popular systems on the market), it was not old, out-dated or malfunctioning. He also presented me with a 3-yr contract. I told him at that point that he could re-install my old system and get out of my house. He asked me to allow the install to finish (so he would get credit for the job) and told/showed me that I was able to cancel (penalty free) during the first 72 hours. I agreed because he was very polite and professional and had already spent several hours doing pre-work with the phone system. After cancellation, I was contacted several times with inquiries as to my reasoning for cancelling - some were polite and to the point, some were argumentative and sales oriented. I ended up removing their system and re-installing/re-programming my old equipment myself while I argued with "customer service" reps and waited 2 weeks for them to retrieve their equipment.

My overall impressions: ADT will lie to get you on board. ADT will fail to properly inform you of terms of sale (contract). ADT preys on the ignorant, insecure and elderly. ADT marks up the price of their equipment to cover installation and service costs (actual equipment cost is generally <50% of what they quote you). There are plenty of other companies that will provide you with the same UL listed monitoring services that ADT provides at a fraction of the cost (25-35%) and with no long term contract - although you must purchase, install and maintain your own equipment. Before purchasing from ADT, think it through and decide what level of involvement you require from an alarm company and how comfortable you are with providing/obtaining your own service/maintenance.

(Added Jan 9/10) I read my contract, I abided by my contract and they still screwed me! I specifically check quarterly billing - they decided to take the information from the check I provided for the installation fee and start automatic deductions! Isn't that illegal! They miss used the information on my check - that has to be fraud!
I faxed the requested information over to ADT research department on 12/7/09 to initiate the investigation for a refund of $105.00 in bank fees due to a with draw error on the part of ADT and I was told it would take 30 days for the research to be concluded. On 12/8/09 a supervisor called me back from ADT and confirmed that my information had been received, again letting me know it could take 'up' to 30 days.

Today is the 8th of January 2010, and I have no refund to my bank account and today is the 32nd day since my information was faxed over and I have no result. In this economy it is ridiculous that anyone should have to wait 32 days and more to receive what is rightfully theirs due to the negligence of others and I think that people should be aware of the treatment they are to expect when dealing with ADT. When I asked what was taking so long, since I provided the proof for the investigation, I was told there were many others also needing such attention.

What a wonderful thing to learn about the company protecting my home.