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Video interviews are designed to showcase real customer experiences with a variety of companies. They give consumers a chance to tell their side of the story and expand upon their original complaint posted to PissedConsumer.com

Deceptive Practice!For those of you who have or about to have the ADT Pulse System installed, arming it in the “Stay” mode using your smart mobile device app, you do not have security of “No Delay Entry” arming. If you have this system installed, you and your family are seriously at risk and you probably wasn’t informed of this during the sale of this service. I found this anomaly shortly afterwards or rather a couple months of having the system installed. One morning I accidentally opened the garage door while the system was armed and went into the garage and returned and the alarm did not trigger. At first, I’m thinking maybe the system malfunctioned, so I tested the system with other zones and found the same problem with all zones that there is a 45 second delay before the alarm is triggered. Not knowing what the problem was I got in touch with the sales rep and informed him of the problem. Long story short, I began working with several entities in the ADT organization to try to rectify this problem, trying to get them to understand that this delay in triggering the alarm is a problem if there is an intrusion and you and your family are asleep. Believe it or not, I had several folks try to convince me this is a normal feature. The one comment was hilariously stupid I might say, “if a burglar enters and is trying to disarm the system and have not done so within the 45-seconds the arm will trigger and awaken you”. After several of these conversations I began to realize they were trying to cover up something and that is the Pulse system was engineered flawed and there was no way overcome this problem if arming the system in the “Stay mode" with the mobile app. Their only suggestion was to arm the system using a series of manual commands from the secondary panel that was installed with the system or a tertiary panel that they will install in another location or with a key fob, all of which they will provide.Their offer of additional equipment to overcome this problem I declined because the last thing I wanted was additional or outdated equipment in my house or to carry around a key fob when I specifically asked for a system that I can manage using my mobile devices. After this went on for a couple weeks and they didn’t offer a better solution, I began inquiring about their 6-month customer satisfaction guaranty and this is where it got ugly. They tell me this problem doesn’t fall under the satisfaction agreement and that I would be obligated for 75% of the remainder of the contract.The bigger problem here is the customer is not made aware of this upfront during sales or installation. So, what does all this means to the average customer; YOUR HOME AND FAMILY IS NOT SECURE IN THE "Stay Mode" using the smartphone app!
Most helpful review

Update by user Jun 22, 2011

After MONTHS of trying to get a final bill to submit to the utility commission I got a response back from ADT.

They terminated the account in MAY 2011 but I moved out SEPTEMBER 2010 - The games this company plays is amazing.

ADT in my book is about as trustful as...

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44 comments
Anonymous
#1528683

Would not recommend ADT either...they are like a big rabbit hole...

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Review
#222871 Review #222871 is a subjective opinion of poster.
Product
Adt Security System
Loss
$450

Do not get services through ADT

1.0
Details
I sold by buisness 8 months ago and they are still taking money out of my acct, sending emails saying we owe money and on top of that I get a call eveyday telling me my alarm has gone off....I have called many times and everytime it's the same thing, "we deactivated your acct" I am beyond fed up with these people! They are crooks! My next step is hiring an attorney.
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1 comment
ADT
#1812444

Hello- We're truly sorry to learn of your experience and would like to assist you further. Please email our team directly at alwaysthere@adt.com with a reference to your review and the address in which the services are located.~ Eileen

Review
#1766845 Review #1766845 is a subjective opinion of poster.
Service
Adt Customer Care
Pros
  • Technician service
Cons
  • Unprofessional
  • Deceitful practices
  • Scam artist
1.0
Details

Update by user 1 day ago

No

Original review posted by user 2 days ago

Been with ADT several years now. Months of complaining about faulty sensors. Horrible customer service that do not listen. Technicians logged on to my pulse account without my consent or password. How safe is my house because if they can do it who else can ? It...
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1 comment
ADT
#1812443

Hello- We do apologize to learn of your frustration and would be happy to review this with you further. Please email our team directly at alwaysthere@adt.com with a reference to your review and the address in which the services are located.~ Eileen

Review
#1766599 Review #1766599 is a subjective opinion of poster.
Product
Adt Security System
Cons
  • Poor service
  • Fault sensors
  • Same problems repeated over and over
Reason of review
Poor customer service
Loss
$690
Preferred solution
Refund for the months I have been dealing with this problem and The problem fixed.
1.0
Details
we were loyal customers for almost 20 years.instead of replacing defective equipment they just eliminated zones.sold us new door contact for 80.00 only to have installer tell us it was not compatible with our old system.they have raised our rates to 70.00 without any...
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2 comments
ADT
#1810906

Hello- We do apologize to learn of the frustration this has caused and for your experience! We would be happy to review this with you further if you could email our team at alwaysthere@adt.com.

Please include the phone number,address and account information in the email with a reference to your review so that we can assist you. ~ Thank you

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Review
#1765825 Review #1765825 is a subjective opinion of poster.
Product
Adt Security System
Cons
  • Customer service is horrible
Reason of review
Damaged or defective

Don’t believe a word they say | ADT review from Des Moines, Iowa

2.1
Details
Bait and switch is the name of the game... Every ad, flyer, statement from this company makes claims that are only true if you want almost ZERO protection, then they expect the technician to go in and pass on the actual protection plan, which is literally THOUSANDS more. To have any useable features, the monthly cost is more than double what they tell you. The tech is making nothing if you dont sign on for more, so its a lose-lose for customer and employee. For a security company, they dont protect ANYONE, costumer, or employees.
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1 comment
ADT
#1810915

Oh no! We're very concerned to learn you feel this way and would like to review this with you further!

Please email our team directly at alwaysthere@adt.com with more information in regard to your experience,the address in which the services are located and a reference to your review. ~ Thank you

Review
#1765578 Review #1765578 is a subjective opinion of poster.
Product
Adt Security System
1.8
Details
I moved and they continued to withdraw monthly and said I signed 36 month contract and they would continue no matter what the circumstances for moving. Do not give them a credit card number and if they don't like it go find a good security service!
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3 comments
Anonymous
#1808662

They are a terrible company to do business with. They have gone so down hill.

It’s to bad they used to be a great company. Got to big I gueas

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Review
#1762482 Review #1762482 is a subjective opinion of poster.
Reason of review
Return, Exchange or Cancellation Policy
Preferred solution
I would pay a reasonable amount but they wanted outrageous amount!

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
1.0
Details
My advice to anyone considering ADT is to don't. This is a company that has grown too large and is resting on its past reputation and name. The company has poor service, which is a symptom of a much greater problem (e.g. a failed systemic corporate culture that hires...
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1 comment
ADT
#1798712

Hello- We are concerned to hear of the experience both you and your mother have had. We want to sure that this is reviewed and addressed.

Please reach out to us at alwaysthere@adt.com. Please provide us with the phone number, address, and include your post as well.

Review
#1748325 Review #1748325 is a subjective opinion of poster.
Pros
  • Nightmare
Cons
  • Unethical contract and phone reps
Reason of review
Poor customer service
Preferred solution
Apology to my Mother for the employee's demeaning behavior toward her. Refund on the new control pad. This was never installed by the technician as he returned it back when I halted the service.

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Do business with ADT if you like throwing away money and don't need real security

1.2
Details
This company sold me faulty equipment and locked me into a contract. I've paid thousands of dollars for a system that won't work right. In the last visit with a technician he brought his manager. He admitted that the system wasn't correct when it was installed two years ago. His solution was to give me $500 off of my remaining contract (I'd still have to pay the rest of it) or he would have new equipment installed that would require me to sign another lengthy contract with a company that sells faulty equipment and has extremely poor customer service. I've wasted thousands of dollars. Bottom-line = faulty equipment and lousy customer service.
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1 comment
ADT
#1798709

Hello- We are disappointed to hear of the experience that you have had. We are happy to help resolve your concern.

Please reach out to us at alwaysthere@adt.com. Please provide us with your phone number, address, and include your post as well.

Review
#1747898 Review #1747898 is a subjective opinion of poster.
Product
Adt Security System
Cons
  • Faulty equipment
  • Awful service
Reason of review
Damaged or defective
Loss
$2000
Preferred solution
Price reduction
Tags
  • ADT Alarm Systems
  • Adt Customer Service

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
They came and set up our service, the guy took 5 hours to install a 2 hour job. He couldn't get the doorbell to work. After about a hour of messing with it he finally got it. Well fast forward about 2 months and the doorbell just quits working. The doorbell was making...
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1 comment
ADT
#1796532

Hello Allesandra- We're sorry for your troubles. May we have your phone number and the address associated with your system, along with a detailed issue description emailed to AlwaysThere@adt.com so that we can further review and assist?

Thank you. - Mazen

Review
#1745105 Review #1745105 is a subjective opinion of poster.
Pros
  • Mobile app
Cons
  • Poor customer service
  • Billing
Reason of review
Poor customer service
Preferred solution
Full refund
Tags
  • incompetent
  • home secuity
  • Bad Customer Support

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
They came and set up our service, the guy took 5 hours to install a 2 hour job. He couldn't get the doorbell to work. After about a hour of messing with it he finally got it. Well fast forward about 2 months and the doorbell just quits working. The doorbell was making...
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Review
#1745103 Review #1745103 is a subjective opinion of poster.
Product
Adt Security System

Contact ADT Customer Service

Website:
Mailing Address:
1501 Yamato Road
Boca Raton, Florida 33431-0835
United States
Phone:
(800) 658-0842
All ADT Contacts

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I had ADT for at least 10 years. Overall my service was satisfactory until I cancelled my services. Everything looked good I called and sent an email and was told my account was cancelled. I cancelled my automatic payment to them, but Adt continued charging me. I...
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2 comments
ADT
#1795875

Hello- We are disappointed to hear of your experience. Thank you for being a long time member of the ADT family.

We are happy to help you with this billing issue. Please reach out to us at alwaysthere@adt.com for assistance.

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Review
#1744495 Review #1744495 is a subjective opinion of poster.
Product
Adt Security System
Pros
  • Overall security service was satisfactory
Cons
  • Billing practice
  • Agressive
  • Poor customer service
Reason of review
Return, Exchange or Cancellation Policy
Loss
$584
Preferred solution
Full refund
Tags
  • Theives