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ADT Security Systems

ADT Security • About ADT • Consumer Complaints • Military clause

Leslie of Chicago IL (10/07/08)
The motion detector monitor in my house needs the flashing red light replaced. It has not operated in quite some time. The numbers on my keypad stick when I attempt to disable the alarm causing the alarm to activate. I called ADT to notify them of these problems and I was told that since I do not have a maintenance contract it would be costly for a tech to come out.

I added the maintenance service to my contract (at an additional cost of course). I asked for a tech to come out to repair the detector as well as replace my key pad. My first appointment was scheduled from 8 a.m. -noon. I had to take off work for that visit. No one showed. I received a 2 p.m. call stating that the tech was unable to come and I would have to reschedule the appointment. So, I rescheduled for an evening appointment. Again, no one showed and I received another 2 p.m. call stating that the tech had an emergency.

I called to complain and was told that a tech would come out the following week from 5 - 8 p.m. Today I received a call stating that the tech could not come out as scheduled and was given the option of choosing an evening appointment next week. I voiced my displeasure in the quality of service of service I have received and hung up. I have had enough.

Rebecca of Saint Paul, MN September 26, 2008

Rebecca of Saint Paul MN (09/26/08)
Back in June I called to cancel my services, because I wasn't using my system (there was always something wrong with it.)

They said it would be 150 to end my contract early, or they could offer me a lower rate of 34.99/month (I have been paying 50/month.)

I checked my bank account today and noticed the old rate was still being taken out. I called and the man told me that the department that approves such things said the lowest they could go is 39.99.

1) Don't promise me a price, THEN check to see if you can offer it to me.

2) Why didn't you change the amount being deducted from my account to 39.99 then?

I asked him to please set my rate at 39.99 and that I should be reimbursed for the money that I paid over that amount since June.

I was asked to call back in a few business days to check on the progress of that happening.

I am out 45 dollars at worst, and 30 dollars at best. I've lost my trust in the company.

Tiffany of Warren, MI September 26, 2008

Tiffany of Warren MI (09/26/08)
We opened a business Knoxville, TN in March of 2006. The space we rented had existing ADT hardware and we activated the security monitoring. They didnt tell us that we signed a 3 year contract in doing so. After 1 year at the location we moved to a better location and we didnt need the service in the new building, so we discontinued it. At that time we were notified of the contract requirement, that we had 2 more years on the contract.

In July of 2007, I contacted Mark Taylor, a business salesperson for ADT about transferring the service to our home which had recently been broken into. He said if we left it in the businesses name we could carry out the remainder of the contract at the house without renewing the contract. We did however have to spend 600 to install the hardware into our house. He finally came out to sign us up on August 16th, 2007.

Mark gave us a rider that said that we could cancel the agreement anytime after the 3 years is up. After writing a check for Mark in August 16th, 2007, we waited until the end of September to have the service installed. By early September, we had a collector from Sko, Brenner, American out of New York calling us. Once he found out that they still hadnt installed the service and hadnt cashed my check, he took care of the account. However, it still took some time for ADT to come out and install it. Then once they installed it they had to come back a week later because it wasnt working properly.

In January of 2008 I took a job in MI and we moved out of state, selling our house in May of 2008. We maintained the service while the house was empty. The new owners, however, have not activated the service to our knowledge. Once we moved up here ADTs collections department called about once a month. Each time I gave them the new billing address to send the bill to. They finally update our address so we received bills in June of 2008.

We sold the business, which actually dissolved because it was taken over by a company with a different name, and the house and no longer have a place to have the service and would like to terminate our contract. ADT wants the remaining 1500 it says we owe as a cancelation fee.

We would like to terminate our contract. We currently have a collector calling from Sko, Brenner, American for the cancelation fee and cannont pay it.

Shelia of Missouri City, TX September 26, 2008

Shelia of Missouri City TX (09/26/08)
I had a 6-day power outage due to Hurricane Ike which made my alarm stop working. Repairs were scheduled 5 days later between 12:00 and 5:00. Repairman arrived well after 4:00. He determined my system needed to be reset but it was too late and he didn't want to do it then. I called a supervisor and he had a non-chalant attitude about the whole situtation. It was unfair for the technician not to finish my work so he could go to another service call. I am just as important as the next customer and want my sytem fixed promptly also. When I scheduled the appointment, I was told the system needed to be reset, so it's not like the repairman didn't know what he going to do. He should have been prepared. Whenever the repairman returns to reset the system, it would take the same amount of time. The next availabe appointment was 8 days away.

I explained to the supervisor that I was afraid to stay in my home without an alarm system, but he had a do-not care attitude. when I said I would change to Brinks, he in asmuch said he didn't care. I have been a good customer with ADT every since they bought out Securitylink. The Supervisor did not try to offer any solutions. All this occured on 9/25/08. I would prefer not to change companies, but I will if I have to.

Fred of Colonia, NJ September 18, 2008

Fred of Colonia NJ (09/18/08)
We asked ADT SECURITY for a quote for our home. The sales person came back with a large cost proposal and an overloaded security system. We told him that it was too high and too much security. There were a series of telephone conversations with the salesman in order to bring down the cost ( which he agreed this happenned an I have it in writting ). He said that it would be no problem and assured us that he would clarify the reduction of scope with his installtion team at the time of the installation.The team installed the original overloaded quote and not what we had agreed with the salesman .

We contacted ADT and let them know that they need it to remove the part of the installation that we thought was not agreed on. ADT have refused to do so, even though I have in writting the saleman agreeeing that the reduced scope and that the installation should have been reduced as he had suggested. ADT has refused to address this issue. We have contacted and have spoken to their consumer dept. ADT's position has been for us to pay in full the instalaltion. that we have to actually show a quote with the reduction of scope signed by the saleman. We do not have this paper since all negotiations were done over the phone.

What are my recourses? how do I settled this issue with ADT? I feel they performed a bait and switch. economic hardship since I do not have the 2666 . they are asking for. and othr issues related fo not paying the bill.

Mitch of Oklahoma City, OK September 13, 2008

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