My family has been using ADT for many years. I got an alarm system in my apartment. It had some problems recently and when I called to figure out what's going on I was informed that my system hasn't been communicating with a cell tower in at least a year - meaning, it can make sound but is not connected to anything, and no one would ever call or come. Apparently there was already a work order in the system to replace my radio, yet no one ever contacted me.
I called a second time to ask a few questions and received terrible service. The person was laughing and repeating the same things over and over. I decided to cancel my service and was transferred to someone else. This person told me that when a repair person came and confirmed the broken system I would receive a refund for the past year, and that the company would also give me 2 months free service.
Today A repair person came and replaced the entire radio. When I called to find out about the refund the person I spoke to was very rude and unhelpful, I asked to speak to someone else and he placed me on hold for over 20 minutes. He came back and mumbled something about how someone could call me back or I could just call again since it's a call center and get someone else. I said I'd just like to cancel the service and that was that.
Horrible experience, I will be telling as many people as I can.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
ADT Pros: Guy who installed.
ADT Cons: Product or customer service.