ADT

We always had an issue with the ADT doorbell never wanting to connect, always bombing out. So with this one, they brought the new Google doorbell. So far, it's been really nice. The only downfall is that I have to have another app to be able to access it. It's not run through the ADT Control app. I have to run it through the Google Home app.

I'm paying for two houses and they combined both the monitoring under one payment, which is awesome. But then I have two other payments that are coming out randomly throughout the month that are for the installation payment or for the actual equipment itself. When they told me, with the package, that it’s going to be automatically all rolled up into my monthly payments, I was like, “Cool.” So on this monthly payment, I expected an additional 20, and on this one, I expect an additional 10.

But when I talked to the lady from customer service this morning, I was like, “Why is it showing in my system three separate payments?” She said, “These are flexi payments on this one and flexi payment on this one. They're gonna come out on these dates.” So through ADT right now, I have my monitoring for both houses on one bill. Then I have turned around and I have the flexi payment for one house on another bill that comes in on the middle of the month. Then I have another flexi payment that comes out at the end of the month, instead of having it all combined under one payment.

So far, I feel comfortable knowing that my security system is in place and that all the elements of it seem to work to the best of the ability of them to work. Everything seems to be satisfactory and we haven't had any difficulties with our ADT system. But right after the install, the camera wasn't working at the rear of the house. They scheduled to come out and they came out fairly promptly. There was something wrong with the wiring but a guy came out and got it right. He was excellent. We'd never had a system before, so for us, there seemed to be an ease of understanding what was going on and utilizing the system. I also really like the panel inside the house versus the phone app which has worked very well. If I pull out of the driveway and I forgot to arm the system, the phone app allows me to stop at the corner and "Arm Away" after I've left.

Aside from that, I appreciate the customer service of all three people that we've dealt with at the home, the salesperson, the installer, and the guy that came to fix the wiring. As a consumer of anything, I appreciate when the provider listens to what the customer’s saying and works with that. When people tell you, “Well, this is this and da, da, da,” and they don't listen to what you're asking questions about or telling them, I find that very off-putting. But ADT's reps were very cordial and everybody listened.

ADT called me and asked if I kept the system alive for 30 days. I told them no as we were out of there. They asked what they would do, if call the police, or hit an emergency for the police. I told them it was up to them. No matter what they do, it will be wrong because they can't communicate with the people. The people will be upset because it's a false alarm, and ADT couldn't check, and because they didn't check if there really was something, it could be possibly a liable lawsuit. I've insured doctors' hospitals, and malpractice coverage, so I thought that was a big mistake by the company because they're open to liable and they should just confirm that the client is leaving and turn it off.

Then before, I was paying $32 a month. Now, I'm paying $58 and I have the same amount of charges. I've been a customer since 2012, but I'm not getting credit for that. It was a jump from 32 to 58. It should have been a little more gentle. It should be something in the middle there. The only thing I did was trade two doors for one motion 'cause they were supposed to equalize out. But ADT does everything we wanted to do. I wanted an older system. My wife and I don't like the touchscreens because of reasons of privacy. Our seller was nice enough to get one of the older screens for us, the punch button ones, and I appreciated that very much. The people who came were great. But the person who gave me the ill advice of not taking my equipment with me has cost me some money.

Overall, I like ADT. We've had the service for 25 years. The batteries are fairly easy. The hardest thing is that the system that I have in my house is an older system. I've got kind of the older and newer motion detectors. The older one is a little more finicky, trying to take it apart. But the newer ones are a lot easier. The batteries last a long time. I'm the happiest when I know that when I leave the house and if something happens, somebody is coming. I had accidentally set my alarm off and the police came. I forgot to get a hammer and then I went downstairs and raised the garage door. Then there was a high-pitch sound and I realized the alarm was on. Before I knew it, the police were here.

The reps at ADT are very professional. They listen to my needs. The last technician that came to take care of the glass breakers in my mom's house, I asked him a couple of scenarios there. He said, “Well, that's a good point.” He said, “Let's do this. Let's put one thing there, like a glass breaker, we'll put a motion sensor here. And that way, it's got your mom covered on that back-end of the house.” I told him I liked that. I've recommended ADT over the years to several people. There's a lot of outfits out there, but we’ve been happy with ADT. They're nice and neat. I like how they matched the color. Like we got white trim and they got white, and they also got brown if you got wood. That's a nice thing to have. They're not noticeable, so I like that. All is good as long as it works. So being concealable is great.

The installer could have done a bit more testing because it turned out that the first time I opened either my garage doors, I ripped the sensor off the mount. So, they've been disabled for the last week. I'm waiting for the installer to be back out Saturday morning. He was fine as an individual. He just did not thoroughly test everything before he went. Also, I need to ask the installer to show me how to get the doorbell camera to tell me when somebody is walking up to the door. Amazon doesn't bother to ring the doorbell when they throw a package on your porch. So, I don't know if something is out there until I open the door. Because the old system, the doorbell camera would tell me, “Hey, we detected a visitor.” This one isn't doing that. And I haven't been able to figure out how to make it do that.

I would recommend ADT, but make sure they clearly spelled everything out. I like their system once it's up and running. They do a good job not just of making the system usable, but I also like that they call once or twice a year and say, “Hey, we need to come out and make sure your system’s working.” I like that level of attention. But you just got to be careful in going through the installation process to make sure you got what you asked for.

Now, we have a bill for $60 a monthly for 3 years! We have been back and forth on the phone with different managers from different states and no ONE has been able to help us. Instead, they have been rude and condescending. We were bamboozled. I have to spoken to our neighbors about this situation and they too do not want to get their service based on my terrible experience. When I had told an ADT manager who just recently called me, she even told me that because I shared my experience with my neighbors, she would have finally helped me but is not anymore!!!! This is the craziest scamming company if I have ever seen one. Please beware of and choose a more affordable option.

I paid for the $899 original package of equipment that had been destroyed. They were telling me since I paid it all upfront that I would have to pay for everything again.. I reached out to my insurance company (Bless SafeCo Insurance) and they covered the replacement cost of the equipment and install. I credited that to my ADT account so that was one thing off my list to worry about. I also talked to my local ADT rep and multiple people in the billing department to ensure I would not be billed until I was back in my house.

Fast forward to March. I notice 3 additional ADT charges were taken out throughout the last couple months.. My monthly payment that had been agreed to not be taken out until I was back in my home with functioning equipment. I immediately called my local rep, ADT customer service, even local managers. I think I wasted 8 hours of my life between the wait times on the phone and getting the same run-around-stories.

I finally called my bank (shout out to PNC). I asked them to stop any charges ADT tries to pull from my account. I even had them put in charge back disputes for the additional months ADT charged me after the fire. I got 2 of the 3 monthly charges back, better than nothing. I received my April bill from ADT in an email then an error email stating they couldn't charge my account. HA I WON! Just kidding. Remember the money my insurance reimbursed me for new equipment and install? ADT started pulling from that as it was sitting as credit in my ADT account.

I started typing this as I was on hold with ADT getting this sorted out. I called the local rep and manager twice getting "I am on PTO" and "I am working on this" same ** different day. I called the finance line 1-866-656-8883. I now have a paper check being mailed to me for the full amount my insurance originally gave me. It should be here in 7-10 days so let's all cross our fingers. I requested a confirmation number or email and they told me they don't provide those. Please don't be total ** ADT.

If you are still with me, ADT thank you for protecting myself and the individuals in my home the morning of the fire. I am glad your equipment works properly. ADT you are greedy and corrupt. I am not sure how you have been in service for +100 years with the trickery your company pulls. I am extremely disgusted with the lack of care I have received. It is very transparent that this company puts safety second to revenue and payment. ** you ADT.