Warning about ADT Security

I'm very upset with service that I'm receiving from ADT. I've just filed a complaint with the Better Business Bureau. I wish it didn't have to get to this level, but the service I'm receiving is ludicrous. Below, you'll find what happened. My transactions have been with the Melville office.

Last year, I had my system installed by an authorized dealer. I wanted to add some upgrades, so I scheduled an appointment for September 2012.

Sept. 2012: The installer arrives and says the the parts are not available and have to be ordered. It took between four and six weeks for them to be ordered. When I called to follow up, they were not able to tell me when it is was coming but said they would call me. They didn't call me; I had to call them.

Oct. 2012: A new appointment is scheduled, but ADT had to (understandably!) cancel it because they were having issues due to Hurricane Sandy.

Nov. 2012: A new appointment is scheduled for a Saturday. ADT never shows up. I call to find out what happened, and they said that they left us a message to tell us the installer doesn't work on Saturdays (why schedule an appt. for that day then?) I asked what number they called, and, as it turns out, they left a message at the wrong number. Corporate tells me that my local manager will call me on Monday. By Tuesday, I have not heard, so I call them. They said that they never heard of this, and they say they can take off some money, but they cannot tell me the exact total.

Dec. 2012: A new appt. is scheduled for December 27th. My mother had brain surgery, and I had to cancel because I had to help her that day.

Jan. 3, 2012: A new appt. is scheduled. Two days before, someone calls to confirm. They have the times mixed up, but fine-I accept the time they give me. They also aren't 100 percent sure what types of payment are accepted. Today, the installer comes, and the same, original problem-the one in September about the lack of parts-is cited. I called the number given to me by the installer about an hour ago and have not yet heard back.

This situation is ludicrous, and this customer service is beyond terrible. The Better Business Bureau has been contacted. I will be posting this and emailing whoever I can until: 1. The system is actually installed. 2. We receive a major discount on the system, and 3. Someone can tell us the total price (which, honestly, at this point should be a payment for me not from me!) and the types of payment accepted BEFORE coming.

Warning about ADT Security

I would cancel the whole thing and go with another company.

Sorry they suck so bad.

Re: Warning about ADT Security

ugh - that stinks. I moved in november and the old owners had ADT and had a complex system, so we decided to stay with them. They were able to squeeze me in right after the hurricane and on a saturday. the system had some issues and the installer was there for longer than expected, so they have been good for me. I live in westchester so might have different "branch". Keep calling and complaining or find a different system.

Re: Warning about ADT Security

Message edited 1/3/2013 3:19:15 PM.

Re: Warning about ADT Security

Re: Warning about ADT Security

Posted by JAAMS

Posted by Paramount

I would cancel the whole thing and go with another company.

Sorry they suck so bad.

Unfortunately, we already have the system and a three year contract; we're just getting some upgrades. We just under a year in, so we have a while to go

Warning about ADT Security

I hate them. I called them about security at a large bldg I manage and they never showed up 3x to give me an estimate! You would think they would want the business.