First the Good. We've had Pulse service for over a year. It works great. Easy to arm/disarm system from smartphone, check motion inside house, check thermostat temps and settings.
The bad. Terrible Customer Service!
We recently tried to add monitored video and a keypad deadbolt to our house. The cost was high but we liked the idea of remotely viewing our property and locking the house (in case it was in question). Two weeks ago I contacted the "upgrade your system" people at ADT. Was greeted by a very nice, likely new person who was very helpful (good so far right?). We discussed adding cameras to the interior and exterior of the house. They had a special of free installation and free indoor camera. Long story short, after 35-40 minutes we have arrived at a sales price and service fee increase which was very favorable. (Still good so far) During the conversation the salesperson checked the quotes frequently, putting me on hold (apparently discussing with a superior) and coming back with even better pricing. The call was concluded and I was told the installer would contact me.
Several days later the installer showed up with a completely different work order and price. I discussed the discrepancy and he told me to call customer service. He would start working on what I had agreed to have done initially. (Now the not-so much Fun.)
I discussed the discrepancy with customer service. She said the order the installer had was what was in the system. She stated that a supervisor would have to pull the tape of my original discussion and get back with me. I gave her two days to reply. The installer left, after trying to sell me the item I really wanted at full price. He also gave me an inflated service cost increase quote.
Two days later I had gotten no reply (of course, they were wrong and knew it). I then went through Five, count 'em five reps, with no solution. I was referred to local sales. Two more days passed and the local sales person called, of course with no detailed info of my experience to date and said she could not honor the agreement. I needed to talk with corporate sales again. DONE! A bait and switch had just taken place. I'm not playing their game any more.
I have just purchased my own camera system and will be happy to not give ADT any more business.
Customer service (after the sale) is HORRIBLE!! Don’t call Customer Service and expect anything but the runaround and lies!
Product or Service Mentioned: Adt Installation.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
ADT Cons: Customer service, Sales.