Worst Experience Ever- Do not Use ADT
Got a quote, accepted in good faith
ADT forgot about us for 2 months Installer turned up with partial system being door alarm no cameras no sensors and then advised what we were quoted for wouldn’t even do what we required.
No work done no materials left onsite due to entire job needing to be requoted.
Requote attempt was ridiculous sales rep hated installer both bitching about each other.
So we cancelled the entire job and offer.
Months go by - December days before Christmas - they attempt to charge me $2000.94 from my account on the moni...
Atrocious customer service -
Called ADT for URGENT call out as alarm system was not working or responding to alarm code. The continual high pitch beeping could not be turned off even when the code was entered (as advised by ADT). The beeping was so loud trades left. ADT Technicians refused to assist!! Have been a customer of ADT for over 15 years. Not any longer!!
Service not the best
We have been with ADT services since before the sale of our previous security services which was bought out by ADT, all up some 15 years. Since the sale of our previous security services to ADT, we have experienced increased fees and decreased services. Today for example, I rang to inquire why I received a letter about increasing of fees which did not match my current payment plan. Thinking this was a servicing call as I selected Servicing on the IVR, I was put through to "Credit" who told me "Sales" deals with that query so she will put me ...through, came back to "Credit" as lines were busy to be told, you need to dial again (at my inconvenience and cost of course) and press 3 for "Sales". There is no specific Sales option for my servicing call on the IVR. Sales simply said just ignore that letter and could give no answer around why I am receiving a letter about increase to $59.26 when my current invoice shows $88.61 with no line items that match the charge on the letter. When I asked whether they should do something about sending out irrelevant letters that don't match what I am being currently charged, the operator did not seem that fussed. A servicing or improvement culture clearly not important to ADT.
Poor product and service
We have a jewellery store and had issues with the alarm for last ten days despite four phone calls the problem is not fixed and no technician sent to check. We are moving away.. Do not use them
Worst - Poor customer service
Contacted 6 times due to tech problem via email, web and phone but no reply. Meant to be a security service. Been a customer for 11 years.
Update 02/01/2021 - I contacted complaints department requesting an urgent call from the manager as our alarm system is not being monitored properly.
Update 05/01/2021 - it’s now 4 days later and still no call back from manager and house still not securely monitored. Stay away from them.
Account Department Useless.
Signed up for back to base monitoring of our alarm. All good while we were paying the system off as part of our monthly monitoring fee. We'd finished paying for the system and then CoVID hit. We wanted to cancel our account as we are working from home and no longer needed alarm monitoring. That's when it all went sour. Lost track of how many times we had to contact them to tell them to stop taking out the monthly fee. After they finally agreed to credit back the last monthly fee, we're still waiting and it's coming up to 3 months and still haven't seen the refund.
Very disappointing service
New customers of ADT we were surprised to receive a $500+ bill for a long and overly inclusive (history of the company, how the app has evolved...) introductory home visit, with an additional 2nd call-out fee and charge because the first technician was unable to set the emergency code (had been 'out of the game' for a while - we have no problem with this, but don't re-charge us). No disclosure that technicians charged per 15-minutes on-site! I let the first one do his full spiel out of politeness despite running late for another event! Website ...states "You have the right to make a complaint and we will make sure you're happy with the proposed outcome before we proceed...". We have had zero response to our complaints about this invoice, aside from a disconnection notice and referral to a collection agency for recovery action. I do not recommend this company.
Well tried since mid November to get a new alarm system as my current ADT one is apparently worth putting in a museum... ie not compatible with nbn, got 2 wildly different quotes over the phone,, asked for them to be sent to me by email so I could see what I was getting before placing an order. Finally mid December got all I needed from a matter of fact helpful and it was followed by the email I requested.
Having placed my order, I am now waiting for the actual paper workk and setting up of said alarm
They were hopeless for the whole time I was with them. They increased my fees without letting me know and when I canceled their services they made me pay for someone to come out and take their equipment
Unreliable system and customer care.
It takes about one week to arrange an on-site inspection and quote. They confirmed with me 3 times for a simple time. Then while we are all waiting for the attendance on the day, the technician called and said he may or may not attend this appointment. Then he said maybe he will, but cannot confirmed, but hopes that we can cancel the appointment for him. We have been waiting for the security cameras to be installed for a long time and here comes this unreliable company. Then the technician went on and said that their cameras are very old and through a wired system that may not work very well. I just feel, F you. Don’t buy from this company.
- Verified customer
Inept and useless customer service team
After being an ADT customer for over 5 years I couldn't be more overwhelmingly frustrated with ADT's service post-cancellation. I have lost track how many times I have called them to remove my details from the account (new owner of our old house has continued to use ADT), but I have received countless invoices stating I owe them money for services that the new owner of the house ordered (I haven't lived there for months). I have called them so many times only to be told what I wanted to hear with ZERO action being taken behind the scenes. Liter...ally nothing has been done. I've just received a letter stating if I don't pay them (for a service I never ordered or know nothing about) they will have a debt collection agency after me. I have just filed a formal complaint, but who knows if that will achieve anything - unlikely. I signed up just to write this review as I really want to urge people to choose another company. Their customer service department is absolutely shocking and completely and utterly hopeless. Steer clear.
Accounts Department Nightmare
After not debiting my credit card on numerous random months for reasons not specified (not my fault) they added a large outstanding amount (6 months in total) to my Account in July.
I asked them for a copy of my Account Statement so I could go through my CC Statements to verify the missing months. I subsequently paid the amount outstanding in October, although it hurt as they had not been monitoring our home for some time due to us switching to the NBN.
However, some 3 weeks after I had paid the amount outstanding they referred me to a credit agency. I have now called them twice to rectify and I am still getting emails from the credit agency.
Terrible Business Practice with Support
At our store we have a DVR camera system, and we needed to login to the admin in order to remotely access and view the footage, along with downloading necessary clips etc. However ADT themselves have changed the default admin login without our knowledge, and to reset the admin password with a security key, they have the nerve to demand a $215 technician charge for a measly 8 digit reset code which can be simply emailed to us AT NO COST!
This is holding a system at ransom, and to my recollection goes against the ACCC guidelines of fair business practices. DO NOT GO WITH ADT! Unless they can resolve our issue, I am keeping this review up.
Hopeless Accounts Department
I am a commercial customer with business premises served by ADT. My previous security company sold out to ADT and I've had continual trouble with ADT'S accounts department ever since. Half the time they don't send invoices and then demand payment for invoices I have already paid. I just can't afford to waste any more time on these peole and have cancelled their service.
I found vicki to be very helpful and easy to understand. she made me feel very comfortable and initially i was only looking at an alarm system for my business but also ended up doing one for my home and cameras. she explained everything very well and you could tell she loves her job and really believes in the product. I would highly recommend vicki and ADT
Good service from the Tele sales person Mark better than Field sales Travis!
Good service from the Tele sales person Mark better than Field sales Travis! Mark was really easy to talk to and Cleary explain to me
The reviewer stated that an incentive was offered for this review
Camera security system discussion
We had Vicki from ADT to discuss about camera security system for our double storey house, she explained everything in detail, especially about the wifi for upstairs as we didn’t have cables run through the house when we built it, she had thorough knowledge, very friendly, professional and polite.
Questions & Answers
Re calling for an Ambulance - where are ADT operators located? Are they in Australia?
Does anyone else think its odd that the majority of the (26) 5 Star reviews for ADT are from " customers" that have had the system for years....I mean, who looks for a product review site and then writes a positive review for a company after 2, 3 or even 5 years? I can understand someone writing a positive review just after installation, but 5 years later....hmmm
Hi, my answer to your point. Monitoring your alarm, is a long term value.Hence, its only any good, when broken into. Hence, if your paying $12pw, under a 36 month contract, and the alarm goes off after 2 years, its cost you $1248, you expect service. ADT, are useless, no customer service.
Why are ADT quoting $1016 to convert an alarm system for compatibility with the NBN when the RAC are quoting $349 and others are offering to do the conversion for free?
Why are ADT quoting $68/month monitoring charges post conversion when the RAC are quoting $35/month and others are offering $38/month after free conversion
I was told by ADT I would have to have a new system put in because NBN was not compatible with my system. This was over 12 months ago and I am still using my original ADT alarm with no problems. Still works and if I test by setting off my alarm they still phone me back as they are monitoring my alarm still.
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