ADT 

We were burgled for the first time in 30 years just before Xmas 2019. So we decided to get an alarm. ADT seemed good!! Signed up for 18month contract . Was assured that after this if we didn't want to continue with the contract that was fine and the alarm would still work.kept contract for another 6 months in which time the alarm started bleeping constantly. Took half an hour to get through to someone who disabled it and said an engineer would phone us back to get it up and running. 4 hours later nothing . So I called back .sorry the engineers are all very busy they will call you. 11pm that night( 10 hours from original call) got a text saying very late someone would call the next day. No time!! They called at 9am when I was not available. And said ' did I still need the engineer to call??!!! ' YES So 5 hours later I got a call. The problem was the battery needed replacing.they would send new batteries. It took 3 weeks for the batteries to arrive . Called as told to to be talked through hanging the battery!!! Another the engineer will call you back!! At this point I thought it was the panel battery as no one had said . But on opening it it clearly wasn't. 4 hours later I got the call. It was the door sensor. So opened box to find they had sent the wrong batteries.so we waited another 3 weeks for new batteries. Gave up calling and waiting for engineer so changed it myself. 2 months later a letter saying the contract cost was going up!! To nearly £500 per year!!! For what. Totally remote monitoring!! But they didn't know our alarm had been beeping for days!! I was under the impression when being sold the alarm that an actual person came around once a year to check it was functioning fine!!! No a letter arrived June 2022 remote annual check had been done and passed!!!what is costing £500 per year may I ask.so we cancelled the contract. That was another nightmare no one answering the phone so I sent an email then another and another . No response so I cancelled the direct debit. 3 months later I got a letter which did not actually say the contract was cancelled just the monthly direct debit couldn't be collected??? 6 months later the alarm stops working and an orange triangle appears. Comms failure. Nothing in handbook to say how to correct. Nothing online with ADT on his to correct. So I phoned ADT for advice. 20 minutes to speak with a person. Who basically said you don't have a contract we can't ask and engineer to call.! So I said any advice? Well has your landline stopped working .No! Well you will need to get an engineer from somewhere to come sort it !!! . Read online lots of other folk find they get a comms failure when the stop their contract!!! DO NOT USE THIS COMPANY!!

Dont ever get near this company
I was a customer for 3 years and 11 months
I moved to a new house where I cant take my system with me
they will do everything to not let you cancel
-Waiting on phone 40-50 min then when someone answers they will ask for you name, address, password then tell you i will transfer you to another department
this is totally a joke
not acceptable
it is not profissional at all

I had my system upgraded for which I paid the one-time fee and agreed to the monthly monitoring fee. However they decided to charge me the monitoring fee for a year upon front which is contrary to what was agreed. I asked for a refund and was told this would be done. When it didn't arrive I called again and was told it takes 15 days as it needs three approvals. I waited and it still didn't arrive so called again and was told it takes 15-20 days and that it had two approvals but she wasn't sure if the third approver was in the office. When it still didn't arrived I emailed a specific person twice in NZ and asked them or their manager to call - no response. Today it still hasn't arrived and when I spoke to someone else they said 25 days. There's a theme here and I'm still waiting for either the refund or a call after four/five weeks even though it was their error.
I used their 'lodge a complaint' process and the guy took the details but said he couldn't promise anything - so you could ask what's the point in lodging a complaint?
This is definitely comes no where near customer service. If I had known I would never have signed up with this company.

I mean, unbelievably bad. Weapons grade bad.

We have have had an ADT alarm for 15 years. It frequently went wrong, but not that frequently to be fair - things like failing batteries etc. Always seemed to be when we were on holiday. Ordinary course tech problems, no biggie. But when it was their fault (for example but not limited to this example - a battery fitted two months ago failing they tried charging). They always did this. We always knew we'd be in for a row.

Now trying to change to a different provider and have had to call five times in one day to get an engineer code to disconnect, despite being told I just had to call someone can "they just give you the code". I'm really polite, as are they. But nobody cares. Not in the least.

Analogue service levels: 1970s UK post office meets 1970s' BT. With a touch of Little Chef.

This is repeated, systemically bad service. It's not a bad day.

Do not buy their services. You do not need monitored alarm any more for insurance and all they do is call the neighbours. Get an internet enabled system and monitor it yourself, save yourself the fee and, more importantly, the time. You can turn it off from you phone. Lots of them around.

Had a problem with a alarm at the front door, not going off when door left open. Called ADT and notified them, and within two hours. One of the technicians called Renato called me. He was absolutely fantastic. He sorted out the problem and went above his duties. We were left feeling very happy with the service we received from him. Thank you so much Renato you are a credit to ADT. ADT needs more employees like you.

Absolute joke of a company
Alarm went off and wouldn’t turn off,
2 hrs no technical support
Called many times to try to get to stop no help what so ever!although I was assured I was priority 1
3 hrs still alarm ringing no help I mentioned my account number on two occasions they just hung up
After 3.5hrs still alarm going off was told technician would soon be here asked time wouldn’t say.
Received call to say technician would sort tomorrow,
Questioned if another 16 hrs of alarm going off inside and out was fair reply” will sort as soon as possible I was priority 1
Had enough at this point sorted myself.
Received text 5.5 hrs after first call
This is an honest review and I’m gutted I can’t give no stars
Will read terms etc of contract and will leave asap dog mess of a company

I just wrote a message on here regarding ADT a week fees ago regarding selling my home. ADT did not want to cancel my services telling me I still had to pay etc. Keep in mind, I no longer own that home and have moved an hour away. After posting on here I received a response that everything was going to be taken care of with the closing of the account. A week later my monitoring payment came out my account. Today the installment amount came out my account. I login into the account to see what’s going on, they gave me a late fee. What the f*** is really going on with this crooked a** company. I have had tons of mail invites come to my new home with third party company’s partnered with ADT. I can not associate with any company that affiliated with these scammers. Prior to seller a Rep reached out telling me that they’ll she was my account Specialist and she would help me transfer my services, h*** no after I tried to cancel within 60 days or less and they were holding me responsible. The audacity to give me a late fee is just miserable, I don’t pay my bill late and they took my money and it does not belong to them. I want my funds release or farther actions will be taken. I no longer reside in that home where the services are being paid. I no longer own that home. I am not associated with that home. Give me my money and leave the alone!

Your engineer, David Brown installed a system for us today and we are exceptionally pleased with his work and attitude.
David arrived on time, ran through the process, explained what he was doing, explained fully to us about using the system and on leaving gave us his number saying if we needed help to call.
David was a pleasure to have in one's home and he carefully moved about our home and did not treat it like a building site. Would we use David again? Yes 100%
Thank you

It's 10 hours later today, still waiting for the general manager to contact me regarding my ADT system and the untrained and unprofessional tech name Richard who came to my house to do work several times and still can't get it done properly, now ADT tell me that he's the only tech in the Waco area where I live, this man came to my house wanted to use my bathroom, sign off on a job that was not completed, I have complain about him and his unprofessional work, but the ADT local in Waco continue to want to send him out here; that's is not what I'm paying for, and it's so unprofessional for ADT company to continue to not understand the situation, I rate ADT in Waco Texas a minus plus 😡

As a first time customer I'm not happy with their service more so their experts. Theres a lack in communication and consistency between the men knocking on your door and the numerous departments on the phone. There are a lot of dishonesty amongst this company.

Anthony Pinnock attended my property to service the alarm system. He was professional and thorough, courteous and patient. He had had a long day but made sure he would attend and do the job rather than me having to take an additional day off work and fix another appointment. I was very pleased with his attention to detail. Thanks, Anthony.

Breached our contract! Failed to hold 3 day warranty and then 60 -90 day warranty! Breaching it yet again! Damaged my two brand new French doors and brand new siding hardi. Leaving mis wiring. Breaching our contract as they failed to repair! The cameras are blurry! No one set us up properly nor did they arm or contact the devices to anything and we have been unable to use. We have asked them since day one to terminate. They claim they would and had to come and pick everything up first … the product that I have paid to instal and technology I have have been paying for? They wanted me to give them my items and then wait and work on refunds and damages!? Leaving me with no leverage or nothing in writing. I requested to have this in writing as these specs are not in the contract and they claimed I was being difficult. I told them it would be easier for me to sue them and they told me to go ahead. I contacted the ceo while he was live on LinkedIn ( after he confirmed my connection) and he also has failed to respond. This company is a scam with “great” marketing! I will continue to file with bbb, government consumer affairs and collect evidence with my attorney. This is unbelievable that they are able to operate like this. The more consumer affair complaints they get eventually they will be told to shut down! I contacted ceo and instead of responding he looked at my photos and resume….

The engineer was very knowledgeable, (they aren't always), but Terence got straight to the problem and fixed it and made the system work more like we wanted it.

I'd give 0 stars if it were an option.

- Customer support is non-existant. Was transferred 3 times with a 15min hold time on each transfer to get new batteries for a lock. No one was able to resolve the issue and no one was able to confirm how I could resolve it myself
- All customer service people seem to have a window of conversation before they transfer you, was never able to stay on with someone for more then 3 minutes before being transfered to a random department, and the new person was never given the details of the previous conversation so it was a loop of the same conversation endlessly before being transferred again
- Email correspondance was happening simultaneously. Despite paying for the entire service I was informed there are call out fees to assess and to fix problems, despite paying for the service and maintenance of the system. I reviewed the contract and it turns out the indemnity and warranty clauses are solely provided to make sure ADT gets paid regardless of what happens to me, my system, my home or my family. The liability is not shared even slightly and their sole focus is extracting as much money as possible while doing as little customer service as possible
- For anyone who wasn't aware, the contracts have auto-renew clauses, so when your term is up, they will continue billing you forever unless you specifically tell them not to AND do it more than 30 days before a billing cycle, meaning they will take a month or 2 additional from you if you don't cancel more than a month before the end of your contract

Overall, I would be the exact same level of safe with a mechanical deadbolt and a trip wire based on the service they have and continue to provide - or rather not provide. And they are free to increases prices at will after the initial 12 months of the arbitrarily long 3 year agreement regardless of any short comings on their end.

If you have literally any other service available to you, avoid ADT. If I were able to, I would cancel my contract today, but unfortunately that would mean I give them the same amount of money without the bare minimum 'we can call the cops if your alarm goes off for more than 5 minutes in the dead of night' service.

Angelo came round to install a new & (I thought) more complex alarm system. He was charming, answered all my questions & made certain I understood the system. I greatly appreciated his help.

Samuel Daines spent well over an hour checking my alarm system which had been out of order for several weeks. He was the third engineer to call and investigate. Unfortunately neither of the two who called previously had managed to identify the problem, but Sam persisted. He eventually tracked it down to a fault that had developed in the equipment and ordered a replacement. Thanks to Sam's thoroughness and expertise my alarm system should soon be working properly once again.

Our ADT Security System developed an electrical fault, and Andy Hawkins, the Duty Engineer travelled up from Dorchester, and was able to rectify the problem.
Excellent service and very professional.

Spencer Collier was our engineer to fit our alarm system. He explained everything and made the whole experience so easy.

I was most impressed with the professional manner in which the ADT representative conducted my service check this morning. Thank you Abbas Nakawi.

Regards
Barbara

Gary Brinson came out and did an excellent job explaining the problem with the alarm and fixing it.