Braintree, United States
220 Forbes Rd Suite 220
N/A
+1 8006715338
I have been a customer of ADT for 13 years. Over they last year my system stopped working properly and had a difficult time getting a technician scheduled. Finally yesterday the tech arrived late, and after working on the system for quite some time basically states the system only could communicate when sun was out and weather made it stop communicating both internally in my house and with ADT. That’s insane! Additionally I’ve had on going issues with Zones and contacts that won’t work. They’ve repeatedly sent me batteries which after changing still not working correctly. When the tech came he only changed the batteries again not replaced the sensor which I suggested when I made the appointment. My system has not worked correctly for over a year. Last night at 3am the system chimed repeatedly that glass break 34 was not communicating... same as it was before the tech appointment which took weeks to get. Today I called and spoke with a customer service advisor and requested 1) a credit for the last year of it not working and 2) a tech to come tomorrow and make it work properly, the answer was no to both. 2-3 weeks for next appointment. And offered me an upgrade but that would cost 2000 over 35 payments for the hardware and increase from 59 to 81 a month for monitoring....What??? 1) system can only work when it’s not cloudy 2) supervisor ‘Mary” I spoke with said they’d only credit 2 month on new upgrade but still have to pay for installation and increased rate 3) the new system would work in all weather as it uses different cell towers - so clearly they know my system which can’t communicate has not worked I cancelled and reporting to BBB and will seek my credit through BBB. Warning they are not a good company to work with and after 13 years will take my business elsewhere and suggest you do the same. Worst customer service ever experienced by a consumer oriented company. Buyer beware.
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The technicians were very friendly and knowledgeable about the products and offerings. They worked with me to determine the best solution for my current arrangement since the home already had some equipment installed. They were thorough in explaining how everything worked and cleaned up after they were finished.
Absolutely outstanding. The technician who did my ADT installation was very professional and knowledgeable, and also extremely patient with the many children who run through my house during the day in the summer. Not only did he answer my questions, but also the children's, as they were very curious about the installation process. He didn't rush through, but took time to explain how the new system would work in detail. He let my son watch him run the wires behind the wall, much to my son's delight. I could not have asked for a better, kinder, or more patient technician. The system has been wonderful as well. I enjoy having the peace of mind. A quick glance at the Pulse app on my phone lets me know that my home is safe if I am away. I did have an accidental alarm when one of my children opened a window, and my phone rang almost instantly. I apologized, but that, too, was so reassuring - the extremely rapid response to my alarm. I have had a couple of minor customer service questions, and each time, they have been great. Friendly, thorough, and very helpful. Overall, ADT has surpassed my expectations in every way. I would recommend ADT to everyone I know!
Don't do it. Total scam. If I had realized I wasn't dealing with ADT directly I would have originally looked up the reviews for this company. I didn't realize ADT subcontracts with other companies and this one is awful. They didn't use the system that was already installed saying it was out of date and needed to be replaced when they just wanted to upsell a new system. Then they start installing right away, drilling into your walls and spend all this time putting in a new 'control box' before reviewing the options and costs associated with the system. Also the 100 gift card to help cover the install and system cost is a scam. They don't tell you you have to apply for it. And apply within 30 days from a form they don't send you. And then you finally get the form after 30 days are up and are supposed to go get a damn cashiers check or money order for 4.95 to send with the form to get the damn card. DON'T DO IT.
Everything went very well and very smooth. The installer in particular was outstanding. Gave us a great understanding of the system and install was very smooth. The initial phone call was very good as well. . Great Service.
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