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ADT Failed to Contact Police During Burglary
Posted by on
Rating: 1/51
MICHIGAN -- Recently my home was broken into, my ADT security system functioned exactly as it should. Glass break sensor and motion detector both set off the alarm. ADT called our home and left a voice message on our answering machine and that was all. They did not contact the local police department or 911, they did not attempt to contact our additional emergency numbers. All they did was leave a message on our answering machine stating that there was an alarm detection and told us to call them if we had any questions.

Since then we have attempted to contact ADT to get an explanation, to see what sort of recourse we have. We have been redirected to at least 6 different people, they tell us they will call us back and never do. We are completely getting the run around from ADT. Finally we have been able to reach a customer service representative who was able to review our situation, provide some explanation and offer us a solution.

We explain to her that having lost all confidence in ADT we were requesting that ADT release us from our contract (which has only 7 months left on it) and we would quietly find a new home security solution. She told us that the best she could offer us was a four month credit, that they were not willing to release us from our contract. The customer service representative told us that if we felt, as consumers, that we needed to notify others of our experience with ADT that it was our prerogative to do so.

Apparently ADT is not concerned about their reputation or about their customers satisfaction. They are willing to accept negative reviews, feedback and loss of current customers as well as potential future customers for what amount to less than three hundred dollars.

From this point forward we will warn everyone we meet about the lack of service and accountability that we experienced first hand from ADT. After having been robbed by criminals we feel equally robbed by this corporation.
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Gisela Haddox on 08/07/2014:
I had the same problems years ago and since I'll not take ADT Service anymore. For what we pay monthly premium if they do not there job. I had then even problems to cancel the contract after I've moved.
Reallly? on 08/07/2014:
I would take them to small claims court and sue them for your lost items. You will at least get your deductible back if your insurance has already paid you. File a complaint to your local AG, the Better Business Bureau, and who ever else you can think of.
Mark on 08/07/2014:
I cannot understand why companies teach their employees to take this position. I have taught my employees that our customers are to be treated as "gold" No ifs,ands or buts. When you run your business that way you will be surprised how few complaints you receive
Neil on 08/07/2014:
I am truly sorry to hear about the bad ADT experience. We have been a customer for 14 years when ADT was owned by Tyco Intlr. Fortunately, we never experienced a break-in. Tyco, in the past couple of years
Southern Gentleman on 08/07/2014:
Thank you for the information. We are considering a home security system and have been considering ADT. After your experience with them we will move on to other companies.
Michelle on 08/08/2014:
In suburban Denver, the ADT contractor hires parolees, and convicts wearing ankle monitors to knock on our doors to sell this lame product. They all wear over-sized crucifix necklaces like they think that will get them in the door to peddle their product. And, they all have a lie to tell...that my neighbors told them to come over and intrude on my privacy (even though I have a "No Solicitors" sign on my front door). The next time one tries to enter my home, I'm going to let him in ... we have a "make my day" law in Colorado and I have a Walther PPK. Problem solved.
Chuck on 08/11/2014:
You should sue ADT for "breach of contract". This is the only way you will get the company to do what is right.
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ADT Lies and Steals - Stay away from this company
Posted by on
Here’s my ADT horror story. I sincerely hope potential customers will read this and decide NOT to buy an ADT alarm system. I was lied to, cheated, and even had money illegally debited from my account by ADT. I tried to be brief, but the story is just so incredible:

• October 2007 – I began inquiring about purchasing an ADT alarm system. I called ADT (the toll-free number listed on their website) and scheduled a time for a sales representative to come to my home. The sales representative visited my home a week or two later. I explained that one primary concern was that I would be moving within a year or two. He recommended that I purchase a wireless system with cellular back-up. He stated that such a system would be moved by ADT at no cost if and when I moved and my contract would just transfer over to my new residence.
• November 2007 – I called ADT to purchase the system that the sales representative had described when he came to my house. A technician came out and installed the system. The system worked well and I had no initial trouble with it.
• July 16, 2008 – Sure enough, I found out I was moving so I called ADT to have my alarm system moved to my new home. I was told by Diane, a representative at ADT, that my contract was not transferable and that if I moved and canceled it, I would be charged a hefty cancellation fee. I explained what I had been told at the time I bought the system and she escalated my call. Diane called back later that day and said that they tried to research my call and no information could be found. Recommended I submit a written complaint to the corporate office in Boca Raton, FL.
• July 2008 – Called corporate headquarters and spoke with Robert Williams who said he would research the matter. He called me back on July 22nd and said that if I wanted the equipment moved, I would have to pay labor costs. However, my contract could not be canceled and I would also have to pay a cancellation fee and then re-sign a NEW three-year contract. He stated that it was “highly unusual” to move equipment to a new location. Call was then escalated to “Lester,” the DC-area regional sales manager. He basically confirmed that nothing could be done and that if I moved the equipment I would have to pay a penalty for canceling the original contract. Lester told me that Robert Williams at corporate would have to authorize any changes with my contract and waiving any fees for labor. A few days later I hear back from Robert who says that it’s actually their billing/retention department that could waive these fees but they will not release me from the contract. He agreed to look into this and get back to me.
• August 2008 – I finally hear back from Robert and his “bottom line” was that the equipment cannot be moved. He stated that it was not possible to move the equipment and the only thing they could offer me is a “deal” on a new system. However, I would have to sign a new contract and either pay to get out of the old one or continue it for the next 2 years. I declined the offer and resolved to just run out the 2-year contract while renting out my home.
• October 2008 – I get a call from ADT that my alarm system was not working (I was no longer living in the home). I scheduled a service call for November 10th.
• November 10th, 2008 – Technician comes out. He states that an entire component in the system needs to be replaced and will have to order the necessary parts. He states that he will order the parts and then call to schedule another time to fix the system once the parts have arrived.
• November 14th, 2008 – I get a call from the technician on my cell phone at 8:00 PM at night stating that he is at my house and there to fix the system. I explain to him that he never set up an appointment with me and cannot just show up and expect me to be there. He tells me to call ADT and schedule a time to have the system fixed.
• Late November 2008 – I schedule an appointment and the technician never shows up. We schedule another appointment for early December 2008.
• December 2008 – ADT technician never shows up. Another appointment scheduled for January 20th, 2009.
• January 20th, 2009 – the appointment is scheduled and no one ever shows up. After waiting around for several hours, we call ADT and they tell us that they had to cancel the appointment because they didn’t have the necessary parts to fix the system. Another appointment is scheduled for January 23rd, 2009.
• January 23rd, 2009 – A technician shows up at 10:00 PM, several hours after the time-window we were given. He starts to work on the system, but then says he cannot complete the job because he doesn’t have all the necessary parts.
• January 24th, 2009 – We make several calls to ADT to try to get the situation resolved. ADT representative tells me that I will get a call back once the parts have arrived. I ask if I am being charged my monthly monitoring fee and they assure me that I will not be charged until the issue is resolved.
• February 2009 – No word from ADT, but they keep charging me for my monthly monitoring fee. I make 3 calls but never receive a concrete response about whether the parts have in fact arrived.
• March 5th, 2009 – I speak with “Alex” in technical support (customer service #GMV). He states that the parts have arrived and he will work on scheduling an appointment. I also call ADT’s corporate offices on this day and speak with Tim (#63538). He states that he will work to ensure my issues are resolved. He assures me that I will be credited back for all the monthly monitoring fees I had been paying when not receiving service.
• March 6th, 2009 – Tim tells me that they cannot determine what my refund amount will be. He agrees to call Ted Peterkin, the local manager, and have him be present at the time my alarm is repaired, which we schedule for Tuesday March 10th.
• March 9th, 2009 – Tim calls and confirms my appointment with the technician on March 10th. I ask for the Ted Peterkin’s number, but Tim states that if I have any trouble I should call him instead.
• March 10th, 2009 – ADT service person arrives at 5:00 PM. Issue is fixed within 45 minutes. I’m told that the problem was a defective SIM card. Ted Peterkin never shows up. I leave a message for Mr. Peterkin. He calls me back around 6:30 PM and states that ADT can only offer me a credit of one months’ service for my trouble. I tell him that this is not acceptable and that I want to be refunded for every month that I have been without service. He finally agrees to file the paperwork for 6 months’ worth of refund ($264 total).
• March 11th, 2009 – I get a call from Ted Peterkin. He states that I will be refunded $269.44 and that the refund will be issued to my checking account within 7 days.
• March 20th, 2009 – I did not receive any refund.
• March 23, 2009 – Still no refund. I leave a voicemail for Ted Peterkin. I call Tim but find out that he no longer works for ADT. I speak with Corinthian (#17391) who agrees to look into the matter. He calls me back later that day and says that refunds usually take “about 30 days.”
• March 24th, 2009 – I get a call from Bonnie Guppy who is the head of the corporate resolution team (904-565-8164). She states that the paperwork for my refund was never submitted and that she will look into the matter and call me back. Corinthian calls later in the day and states that he talked with Ted Peterkin but Ted never followed up with a response. At 3:00 PM, I called Bonnie and left a voicemail. At 6:39 PM I speak with Bonnie who states that the only way to get a refund issued would be to start the process all over again. She stated that it would take about 2-3 weeks. She agrees to send me an email confirming the amount of money I was to be credited. She apologized and confirmed that Ted Peterkin “dropped the ball” and didn’t do what he should have to get my refund issued.
• March 27th, 2009 – I am on vacation and go online via my Blackberry to check my checking account. I see that my account has a DEBIT from ADT in the amount of $269.44. I call Bonnie and explain to her what happened and she agrees to look into it. I call my bank and they confirm that the money had, in fact, been deducted from my account. I file a fraud charge and send a bank representative my email from Bonnie showing that I should have been credited those funds. Bonnie calls me back and apologizes profusely, stating that there was a “mix up.” She states that she would get it corrected. However, my bank tells me that the money had been debited and that I basically didn’t have access to those funds until the issue was resolved. The issue is finally resolved several days later.
• October 2009 – I get an online survey in an email from ADT. I fill it out, recounting my experiences with the company. I note that I would never in a million years use ADT ever again and that I active dissuade people from using ADT.
• October 29th, 2009 – I get a call from Kelly Goddard at the Springfield office to follow up on my survey results. He tries to offer me a “deal” and states that Lester at his office never received my complaint. He states that the alarm systems can in fact be moved and that should have been done to begin with. He asks if I want to move my system and continue my service. I decline. I told him that the only thing I would be doing was canceling my ADT service as soon as my contract expires.

Any one of these things alone I could have overlooked as a simple mistake. However, in totality, they just seem to indicate that ADT has no qualms about using shady sales tactics and the company has a poor approach to general customer service. I will never again use ADT and I highly discourage anyone else from using this service. While the service itself has some value, I do not think that the service is worth it when you consider the time spent dealing with such horrible customer service.

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Anonymous on 10/26/2009:
Bottom line is whatever you are TOLD to get you to buy anything means nothing if its not in the contract.
statisticschick on 11/09/2009:
Actually, the contract I received was silent on this matter. And, here's the kicker - I recently completed an ADT survey and gave them a horrible rating for just about everything. Within a couple of days I received two follow-up phone calls from ADT reps asking what they could due to remedy my situation. I told one guy nothing, that it was all "water under the bridge" at this point and I was just waiting for my contract to run out. However, after I explained my story, he said, "Well, of course we can move your equipment for you. We can always do that if that's what the customer wants." When I asked about being unable to do this to begin with, he said, "well, I don't know where you go that information, but if you had called us (he was from the regional division) and spoke with me, it would have been done, because we do that all the time."

After talking with him, I was still mad, but it seems that there might be some difference in how ADT National deals with customers compared to how the regional office deals with them. I'm NOT giving ADT any excuses, because as a customer I would have no way of knowing how to get in touch with the regional center (when you call ADT, it all goes to the national call-in center). Nonetheless, the original person who sold me my equipment was from the regional center and may have been giving me info based on his experience there.

Bottomline, still horrible service and I would still NEVER recommend ADT to anyone. The inability to move the equipment, in the end, was the least of my concerns. The worst part of the experience was having an non-working alarm for almost 5 months and visits from numerous ADT techs who didn't know their head from their, well, you know. Oh, and accidentally DEBITING my checking account almost $300 and then having to fight to get my money back from that. Yeah, those were my bigger concerns.
pamela on 08/31/2012:
ADT FAILED US and many others!!! If you want to have peace of mind for your family, PLEASE stay away from ADT!!! ADT failed to dispatch fire rescue when my smoke detectors started going off. After my house was totaled and 2 loving pets perished, the Fire Dept Investigator checked my alarm system. Everything was operational on MY end. He called FROM MY BURNT HOUSE and asked ADT why they didn't dispatch help. They claim they never got the alarm. 4 days later, ADT took out my next month's payment. 3 1/2wks later, not a word from ADT. Please go to my Facebook site and like the page and read my whole story and see pictures, and then please share so others can know of the dangers of trusting ADT. Thanks.
Patricia Davis on 07/11/2013:
We have had an actual theft from a sub contractor of ADT. ADT will do nothing to rectify. 3 remote key fobs are programmed. We only have two.....common sense. Not in southern GA. The "technician" who came to "fix" the situation had no teeth and looked like a drug addict. I'm serious...they have access to our home....they can sue me. I'm not paying them anything. I had a dump and grab pile of jewlery stolen....yes, they lie, steal, cheat....and have shady characters as "representatives".
Rosemary on 08/07/2014:
I live in Texas. It must be somewhat different here. Not saying we didn't have problems but when all was said and done, they were extremely helpful. we have had ADT for about 15 years. I had no complaints until about a year ago when I discovered that our system has not been detected for about 4 years due to the fact that we got rid of our home phone line. they said we needed to have a cell phone line connected to our alarm system. Of course I was infuriated, but thankful that we did not have any problems with break-ins. Of course we had wasted all that money over the 4 years for something that didn't work. So they sent out a technician very promptly and he connected our alarm for cell phone service. they said it would be about $300 for the installation, however, we got it free as I told them we could not afford that cost. they also lowered our payment. then 6 months later I lost my job and called ADT to let them know I was cancelling due to the extra cost I could not incur. They gave me 3 months free and said if after that we still wanted to cancel, we could. Luckily my husband finally got a job and I called them and they also lowered my payment even more and said I would never have another increase. So we are very happy with our service. Maybe it's different from state to state.
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Horrible Customer Service
Posted by on
KENTUCKY -- About a year ago we installed an ADT system in our new house. We specifically mentioned to the sales representative that we were planning on getting a pet and to please set up the motion sensor they were installing so that when we did get our pet he/she wouldn't set it off.

Fast forward to two weeks ago when we bought little Yumi home. We set the alarm and went to bed and were awoken to the sound of our alarm going off.

It turns out the installer never set the motion sensor up so that a pet wouldn't set it off, even though on the Service Agreement we signed said to set this up for a pet. It says and I quote "1 motion sensor (pet)"

So I call ADT and speak to someone in "monitoring" who informs me that the service charge to get them to come out here and change it will be $94.00(US) for the first 30 minutes plus an additional $40.00(US) for every additional 30 minutes as well as another $250.00(US) for the cost of a new motion sensor.

To say I was livid would be an absolute understatement. When I questioned the representative about why I was being charge for an obvious mistake on the installers part she got rude and told me that there was nothing she could do.


I called USAA and spoke to a representative there who could not believe that I was treated so poorly and did a three way conference call with ADT to find out what was going on.

I was put in touch with another representative from ADT who claimed to be a supervisor. When questioned by the USAA representative the ADT representative said that even though it was in the contract that it was supposed to be set up we still needed to pay for the service call and dispute the charges when the installer was done adjusting the sensor.

Even the USAA representative was appalled that they were STILL charging me for their error. The USAA representative proceeded to explain that the ADT contract with them covers this type of thing and we should not be charged, again we were told that her hands were tied and that there was nothing she can do to help us.

I finally was able to get a hold of the sales representative from ADT who sold us our system and even pointed out to her that in the contract that the three of us signed (her, myself, and my husband) that she wrote in to set up the motion sensor for a pet. She agreed and we did another conference call with the "Monitoring Center".

When she explained to the representative that this was a contractual obligation that we be set up for a pet we FINALLY spoke with someone who can get the situation rectified.

I was put in touch with someone from appointments and was told that this would be no charge and that low and behold this type of thing was covered in our maintenance agreement with ADT.

So why if this one person could see this, did the other 3 representatives I spoke to overlook this? Why did I have to speak with almost 6 people today to get ADT to fix a mistake that they themselves caused by not properly setting up our system?

The installer will be here on Friday to adjust our motion sensor, hopefully I will not have to write another complaint.
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Anonymous on 05/13/2009:
Good review Princi and I'm glad it all worked out in the end. There is no substitute for persistence. And finally a big ole kudos to USAA for assisting you. USAA rocks!
BokiBean on 05/13/2009:
Go Girl!!!!!! VH review and glad that the whole family and Yumi will be secure.

It makes me wonder if the person who claimed that there would be a service call just became stubborn about it and wouldn't admit her error! To me, it just makes common sense that another visit to your house would just be covered without a charge.
bargod on 05/13/2009:
I used to install alarm systems way back and what they quoted you was outrageous. It doesn't require a special senser and it's a minor ajustment that a tech can do in a few minutes depending on how many sensers you have. Glad things worked out for you.
Principissa on 05/13/2009:
We only have 1 sensor by the door. I have the contract that we signed as well as the work order with the checklist stating that the installer set it up for a pet. I've got them by the berries, I'm just waiting to see if I'll have to squeeze them at this point.

Crabs, I swear by USAA, they are hands down the BEST company we have EVER done business with. I recommend them highly to anyone.
BokiBean on 05/13/2009:
I'm cookin' chicken thighs for my security system... :D
Principissa on 05/13/2009:
Mine's getting a london broil and baked potatoes.
Anonymous on 05/13/2009:
What is USAA.?
BokiBean on 05/13/2009:
Hehehe.. shhhh mine might be listening. :D
BokiBean on 05/13/2009:
Oh, mine barks! forgot to say... I think the security system that talks is getting meatloaf..haven't decided yet.
Anonymous on 05/13/2009:
London broil? No fair Princi! I'm making Hamburger Helper tonite for the kids.
Principissa on 05/13/2009:
Well come over here! We've got plenty.

Well mine barks, well growls, no, I guess he fights with a chainsaw when he's sleeping.
Anonymous on 05/13/2009:
When I lived with my ex, we would grill steaks, and chicken, and things like that every night. I don't miss him, but I miss that grill.
Principissa on 05/13/2009:
LOL! I'm actually going to have to buy a new grill this summer. She's dying on us. I've got my eye on a nice Weber though, hubby is not going to be happy with the price, but a porterhouse usually shuts him up.
Anonymous on 05/13/2009:
Wally, USAA is an insurance and financial services company for those who serve or have served in the United States military and their family members. I agree with Princi it's the best company I've ever done business with. Case in point I just recently got married. I switch my wife's auto and homeowners from State Farm to USAA and it cut her premiums by 70%. She was shocked to say the least. They also have extraordinary customer service. A total '10' in my book.
Principissa on 05/13/2009:
Agreed Crabs. We just got a discount this year 5% for not filing any claims with them, they called it the safe driver discount. I have never been treated anything but good when calling them. As I said, hands down best company I've ever done business with.
statisticschick on 11/09/2009:
Classic ADT experience in my book. Their customer service is horrible. All they care about is hooking you into that 3-year contract. After that, they don't care if the equipment works properly, if they're meeting their contractual obligation, etc.
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ADT Security Systems Lies Misleads Defrauds & Laughs All The Way To The Bank !
Posted by on
PLEASANTON, CALIFORNIA -- Due to a break-in, I decided to get a home security system. I met with Brinks and then with ADT. The sales representative who called Brinks "Stinks", assured me that the system ADT installs would include a pet-sensitive motion detector. This was a huge selling point for me, as Brinks did not offer that assurance.

In addition, the sales representative said that ADT has a 6 month Personal Satisfaction Guarantee, and if FOR ANY REASON I was not satisfied with ADT, I would be released from the contract. These were the two main selling points that convinced me to go with ADT and not Brinks. Unfortunately, I was to learn that the sales representative lied through his teeth about these 2 issues just to make the sale.

I gave the sales representative a $40.00 deposit check, per his request, and we scheduled an installation appointment for the following Monday. I asked the sales representative to please make sure the tech brought along enough signage for my home - he said he would make sure of it.

I took the day off of work, thereby losing one days income. The technician never came by, and thus began the frustrating process of trying to reach someone at the Pleasanton office. Late in the afternoon, someone finally called me and told me that the appointment was scheduled for Tuesday. This was absolutely incorrect, but she was thoroughly unconcerned about how this effected me, the customer. She tersely said that the tech would show up the next day and that was that, and she had no further information for me. I asked her to please be sure the tech brought along the signage - she said she would make a note of it.

The tech did show up on Tuesday. Unfortunately, during the installation, he created a significant amount of damage to a wall he was drilling through. It was after the installation that the tech informed me that the motion detector was NOT reliably pet-sensitive, contrary to what the sales representative had promised. I would not be able to leave the motion detector on at night, certainly, as my cats may set it off. In addition, my cats could set it off during the day as well. The only suggestion he had for me was to watch the light on the motion detector as my cats walked around the house to see if, indeed, they would set the alarm off. Oh - the tech did NOT bring along enough signage.

Once the sales representative made the sale, he became very very difficult to contact. He never answered his phone and it took him a long time to get back to me. He promised the signage again - and again - and again ! I finally left him an angry message acknowledging that he had, apparently, blown me off once again. Eventually, he left a couple of signs outside my door. This took several days.

In the meantime I was trying to reach someone by phone at the local office regarding the fact that this system was sold to me under false claims of reliability. I was NEVER able to reach anyone there. The phone would be forwarded to other offices, to monitor operators, etc... I left a voice message for one of the managers who never bothered to call me back. You see, I had received a bill in the mail for $40.00 - the $40.00 I already paid to ADT ! Clearly they were absolutely screwing up everything and I was becoming very unhappy as a result.

Finally I reached a very nice woman at Corporate Customer Service, who has been trying to assist me in all of these matters. I was promised a $100 rebate - I was promised 2 free months of service as a result of ADT's messing up the installation appointment. I was promised a pet-sensitive system, which of course I do not have. Unfortunately, this nice woman at Corporate cannot honor the Personal Satisfaction Guarantee that ADT also promised. She can only email the people at the local office on my behalf.

I have decided, based on the initial lies I was told as well as the thorough bungling of every possible detail in relation to my account with ADT to opt for the Personal Satisfaction Guarantee. The local Sales Manager, has been polite, and understood my concerns, but had to pass the decision along to his superior.

His superior is out of the office for the week. Someone who works under the superior called me today, and this call constitutes the absolute worst experience I have ever had with any company. She insisted that I do not qualify for the Personal Satisfaction Guarantee, which of course is in DIRECT opposition to what the salesman communicated to me. She was rude, she would not listen to me, she would constantly interrupt me and when I asked her to stop interrupting me and to listen to me, she said, and I quote: "I don't want to listen to you !". I hung up - what's the use ?

This entire experience has been stressful and disruptive to my life - I have already lost income, have been lied to and misled, I have been insulted, taken advantage of and defrauded.

Believe me - I will be pursuing this matter to the fullest extent of the law. If anyone has had a similar experience or has some advice on the matter, I would appreciate your input. I have contacted a lawyer, and will be contacting the Attorney General, but I will not stop there.

How dare ADT lie to it's customers and mistreat them. How dare they take advantage of honest people
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StarEmpty StarEmpty StarEmpty StarEmpty Star
ADT Does Not Accept Responsibility for Equipment Failure.
Posted by on
Rating: 1/51
BOCA RATON, FLORIDA -- For many years, I have entrusted the security of my business office to ADT and their security system. In July of 2013, our office was burglarized. After the burglary, an ADT technician came out and verified that the motion detector did not go off when the perpetrator came into the office. It was verified that everything was set correctly and he could give no explanation as to why the alarm did not activate.

At ADT’s request, I sent the ADT Litigation Department a letter along with receipts, the Sacramento Police Department Incident Report as well as photographs of the room after the break-in and theft. In September, I received an acknowledgement receipt from Zurich (ADT’s Insurance Company) stating they had in fact received the claim from ADT.

My assistant began contacting Zurich to check on the status of the claim, after numerous unreturned phone calls and answers that they were still working on the claim drug out for over a month. Finally on October 31st, we received word from Zurich that they had denied the claim and ADT was not responsible for the break in/loss of property at my office.

My extreme frustration stems from several places; first, the lack of responsibility that ADT took for our claim; it also stems from the amount of time it took ADT and their insurance company to process the claim. I paid for ADT's security system to protect my office and belongings. It failed to do that. I expected further and speedier communication from ADT in response to the claim; I never heard anything from ADT directly. I certainly expected ADT and their insurance company to do whatever it takes to quickly process this claim so our loss can be recouped, and yet they refuse to take responsibility

This situation has proven to me that ADT does not care about their customers and they will take no responsibility if THEIR system fails to work. I am now out almost $2000.00 and many hours thanks to ADT’s failed system. I will let everyone know that ADT cannot be trusted to protect their property or belongings and they cannot be trusted to follow through with any customer service complaints.
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trmn8r on 11/04/2013:
Is there any kind of guarantee that the alarm system will go off?
clutzycook on 11/05/2013:
Sounds like you're going to have to fight this one in court.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Terrible Service
Posted by on
Rating: 1/51
I've been a customer of ADT since 1995. And the service used to be good. Now, I would never recommend ADT to anyone! Stay clear of this company, your house could be burning down and they would put you on hold and an hour later tell you that they could maybe answer your questions the next day or soon after.

ADT has the worst customer service I've ever experienced, and that's saying something. The fire alarm was going off in my house for over an hour while I was on hold and treated very rudely by the support teams. One lady told me it was hard for her to hear me and told me very rudely to go outside since it was kind of hard for her to hear. I live in Iowa, its freezing, literally. After being hung up on numerous time, being put on hold for whom knows how long, and being told that may be I should try calling back tomorrow during normal working hours, I was beyond frustrated. They only started listening after I threatened to call my lawyer, then they suddenly became more amicable. I don't pay that much to be ignored while my house has alarms blaring so loud that I still have tinnitus. Once again, worst service, I'm currently looking to replace them.
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Alain on 01/02/2013:
You might want to file a complaint about this to the Iowa Attorney Generals Consumer Protection Division via or by calling 515-281-5926 / 888-777-4590 Additionally, a report to wouldn't hurt.
trmn8r on 01/02/2013:
Is there evidence that if you hadn't called in a false alarm, they would not have forwarded the alarm to the fire department?

Were you on a cell phone? That would explain their suggestion that you move to another location so they could understand the conversation.

Sounds like they were advising you that during normal business hours they could resolve the false alarm problem. Did they ultimately do anything to stop the alarm?
yoke on 01/02/2013:
That is unthinkable that they would not send someone out to shut off the alarm and expected you to wait a few days for it to happen. Since they heard the alarm going off it should have been taken care of right away.
Anonymous on 01/02/2013:
Why couldn't you turn the fire alarm off yourself? We don't have ADT so I have no idea how they operate but why couldn't you shut it off yourself? Or at the very least remove the battery?
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Village Ordinances
Posted by on
There is an ordinance that is common that requires business owners requiring keys to be provided to the fire department. ADT security company provides worthless security services.

I was broken into several times, theft and vandalism occurred, without the security system going off. The security system connects to the police during break insurance The system is in good working conditions, based on the event log provided to me. They accuse other people for their crime.

I had a vet that I worked for and he ordered stuff before I left working for him. (I bought a business and found a lot of duplicates as part of the inventory I bought...duplicate microscopes (4) Visa Mastercard processing machines (3) and an odd box that contained cage card holders (the same thing the other guy I used to work for ordered). Fast forward few years, I got the opportunity to work for him again and he complained he ordered cage card holders and it "disappeared". I also had same inventory "disappearing" events in my business but always thought it was employee theft. I would fire the employee, but the theft continued to occur. (I was starting to believe that I had resident ghosts...because I had high security locks changed all the time. Later, I found out another store owner gave their key to the fire department and I found a hole passage through the ceiling. In fact when the vandalism occurred, I called and left a message to the investigating cop that I heard noises in the ceiling. I was afraid that if I opened the ceiling, I would get hurt. They never investigated and next day, another store had glass window broken...(the person needed to get out and must have been confused where he came from because its dark up there...he had the key to the building).

Anyway, there was a similar break in the other vet I worked for...I know its the same people based on the kind of items food! Dog food was a common thing that got stolen from my place (aside from other things) and this place had the same issue. Who would go out and go to great lengths to steal dog food? (It's the prescription kind). In this scenario, they accused a person they did not like and this person ended up in jail. They claimed that the wires were cut so that the (ADT) motion detector and phone lines were cut. The cut wire was only in one area. When I discussed my situation to the owner and tried to ask him to get it investigated, he told me he did not care and did not want to be involved. I told him that coincidentally I found cage card holders when I bought my business as part of inventory. I asked him the date (which was around that time).

Anyway, for the vandalism event that occurred in my place? I filed a police report and got prosecuted because (the only one who had the keys was the fire department...a village code ordinance that is common all throughout America).
When I tried to file a complaint against the fire department, there is no agency that accepts complaints against the police/fire department.

I went to the victim assistance program, state's attorney, FBI...instead of getting help, they prosecuted me!
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User Replies:
Anonymous on 06/13/2009:
What did they prosecute you for?
madconsumer on 06/13/2009:
I don't get it.
Anonymous on 06/13/2009:
So get a new alarm company. ADP isn't the only fish in the ocean.
madconsumer on 06/13/2009:
ken you mean ADT!
Anonymous on 06/13/2009:
oops... I have been working on an DP project all week...can't get work outta my head. Yes, I meant ADT
Soaring Consumer on 06/13/2009:
Maybe you should take it to the media?
BokiBean on 06/13/2009:
Actually, the media is a good idea. There might be an investigative reporter who would be interested in this.
Anonymous on 06/13/2009:
I'd LOVE to hear the answer to PassingBy's question.

Starlord on 06/13/2009:
Actually, there are places that take complaints against police and fire departments. It is called the police or fire department. Police have Internal Affairs and I am sure fire departments have something similar. If it is the entire department, contact the city manager or mayor. They most certainly are answerable to the city and the citizens.
Starlord on 06/13/2009:
Actually, there are places that take complaints against police and fire departments. It is called the police or fire department. Police have Internal Affairs and I am sure fire departments have something similar. If it is the entire department, contact the city manager or mayor. They most certainly are answerable to the city and the citizens.
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Multiple Issues With ADT
Posted by on
MONROE, NEW YORK -- Multiple issues with ADT have included the following:

1. Had an alarm event that required notification to the local police department. 45 minutes later, the police department had called back -- long after I called them directly and they'd been to the premise -- to advise me that they received a call that was misrouted and transferred trough various sources (phone operator, state police, county dispatch, finally to my local police) because ADT had the wrong phone number for the local police, despite our providing the correct one. When we called them to correct this, we were told by the phone representative that nothing could be done about it. So I'm paying for police notification that isn't happening properly.

2. Scheduled an appointment for ADT to move my security panel due to a door installation. Technician arrived late, berated the door installers, continually used foul language to me and the installers, spent 2 hours rewiring the entire system, then left it in a non-functioning condition to go to other appointments and never returned. Had to insist that an off-hours technician repair my system and make it operational at 10PM -- more than 9 hours after the first technician left. Also scheduled a CO Sensor installation (see 3. below).

3. Scheduled a CO Sensor install for a month ahead with a technician. Received several calls from ADT indicating that the part was received, and then asking "if I wanted to schedule". Corrected them on no less than 3 occasions, and asked how we make sure this is scheduled, was assured this was under control. The morning of the installation, receive a call telling me that they "don't have the part and would need to reschedule", despite being called to schedule 3 times prior stating "we've received the part".

Company clearly is not handling its business well, requests for escalation are not well-received or taken seriously. Calls to local office are not handled by managers immediately, post-sales service is not taken seriously. Clearly, their goal is to sell you the system, then not service it properly.
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User Replies:
Connoisseur on 04/12/2010:
My ADT system has always been at a nominal fee from the SPCA terrific dogs
(large working breeds) whom are there on the spot if a miscreant has some foul ideas about invading our humble palace :-)
Seriously folks: what good is any of theses systems if the PD comes 5/10 minutes later? a good burglar cleans you out in two minutes. Now if you are in the house when they are trying to get in...well for pete's sake lock and load. That is what you have a Second Amendment right, for.
ADT and all these other systems are just expensive useless giving you a false sense of security.
jktshff1 on 04/12/2010:
Unfortunately, the police are investigators of crime, not preventer's. Average nationwide response time (from what I can google) is 8 minutes. Not their fault, just a fact of life.
I carry a gun 'cause a cop is too heavy.
Connoisseur on 04/12/2010:
And that is my point. ADT is not a preventer either although they mislead into thinking that they are because they call the cops. I really don't need them to call just so they can take the report. I can take an inventory and go down to the station and put in the report myself. just a ADT is waste of $$$$ is all I am saying.
jktshff1 on 04/12/2010:
An alarm system is a good thing, lets you know something is going on, and can possibly scare off the bad guy. The Mrs liquor store is just 5 min away. Alarm company notifies us, we go, check it out. Most of the time "false alarem", other than that, useless.
Anonymous on 04/12/2010:
I also know someone with a "security system". Their home was broken into and it was "armed" at the time. The police said the thieves knew how to disarm the system. The people doing the steeling are probably a step ahead of these security companies.
Connoisseur on 04/12/2010:
jktshff........The best sign ever. "Forget the dog, worry about the owner."
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Poor Service, Horrendous Customer Service, and Fraudulent Sales
Posted by on
Rating: 1/51
MYRTLE BEACH, SOUTH CAROLINA -- ADT is perhaps the worst company I have ever dealt with. They pride themselves on lies, and bad service. Any small business person or home owner should avoid this company at all costs. I am currently under contract with this company and there is no way out. I bought a camera system and it does not work as promised. I have spoken to the sales agent, to customer service and to corporate customer relations. Every time it is the same. Every time it is my fault. I paid for a service that does not work as promised and it is my fault. I did not call them enough times, or state my case clearly enough even though I conducted a 3 way call with my banks fraud department explicitly outlining what was wrong with the system. Their response was that I did not request a service call. I really wish there was a way to sue or put a judgment on this company for all the hours I have spent and all the aggravation they have caused me over this past year. Doing business with ADT is the worst decision you could ever make.
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Locking consumers into three year contracts after selling your home.
Posted by on
ATLANTA, GEORGIA -- This situation took place in Fairburn Georgia in 2009.

If you sell your house within a three year window ADT makes not exceptions,
for moving to accept another job, after your house is sold. They expect
the purchaser to transfer the service in their name or they will harass the previous owner to pay remaining years of the contract, if you do not transfer the service to your new resident. They do not leave room for renting or can no longer afford because of economic hard times!

They will damage your credit reports for non payment and pay money for collection agencies to force you to pay a 3 year contract for a security system that you no longer have since your house sold! I moved to another city to accept a job after trying to get a job in Atlanta for over 2 years!

I can't believe some of tings BIG BUSINESS IS ALLOWED TO GET AWAY WITH!

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User Replies:
Solumina on 03/03/2012:
That is how contracts work, you either have to finish them out, pay an early termination fee if allowed, or have the contract transferred to a different person so that they will finish out the contract.
this is why on 03/04/2012:
this is why it's best to read your contract before signing.

not liking a clause doesn't mean it vanishes from the contract. and if you sign your name to it... that means you've agreed to it.
ok4now on 03/07/2012:
Welcome to ADT Hell. I read the hype and it's a ripoff. "Complete Security System Installed For $99.00." Then the fine print says a monthly monitoring fee of $39.95 for 36 months. Hello!! That's $1,438.20 dollars. This is where they get you. ADT spends big bucks on advertising to lure unsuspecting people in. Don't take the bait.
jktshff1 on 03/07/2012:
+100 OK
trmn8r on 03/07/2012:
I don't think this has as much to do with "big business" as it does your contract.

It makes sense that the company would expect a three year total return on this product, because the $99 install fee doesn't cover the cost. In other words, they make their money over time like a wireless telephone that comes with a contract.

I had an interview with ADT in the World Trade Center back in the 80's on like the 39th floor. I got out at 33 to switch elevators and the wall moved about 8" due to wind. The windows were down to floor level. Very creepy, and that was my only time in WTC and I didn't take the job.
Slimjim on 03/07/2012:
Well they did install a system for $99 based on a contract that will make up the loss. I'm not sure how this is villanizing as I can't imagine why they wouldn't expect the contract be honored. Maybe they will take an early cancellation fee as suggested. At the same time, maybe the damage is already done (credit wise)and paying them anything would be futile to your cause.
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