Required upgrade service for a cellular communicator was left incomplete. The technician did not have adequate signal on his smartphone with subsequent difficulty programming our system upon switching out the communicator. He did onsite testing during which the system appeared to work then told me service had to be completed offsite once he had adequate cellular signal for his phone. Since then, our system keypad continuously shows a Comm. failure error message, so we effectively do not have monitoring service. I made several calls the next business day only to be told that the earliest available service appointment is more than 3 weeks away. I was also told that I have to continue paying for service not provided pending resolution of the problem. Having had ADT service for nearly two decades, I am rethinking the provided value and lack of customer service. I certainly dont appreciate when a company either says or shows by action that their time is more valuable than mine.

ADT performed the upgrade to my system flawlessly, on time, and with such professionalism and care. I recommend them to everyone!

I had a minor sensor failure on April 5, a broken window detector, that disabled my entire intrusion detection system, with no capability to tell the system control box to ignore this sensor. The system controller also chirped every four hours to remind me of this failure, requiring me to get up twice a night to disarm the chirping.ADT scheduled my repair four days later on April 9, from 12 to 5. I was called at 4:30 to inform me that he would be late. I told the ADT person that we had to leave ar 5:30. This was not conveyed to the tech, who showed up at 7 PM when we out. The next available appointment was 14 April 12 to 5joannieThat tech showed up at 5. He was very competent, professional and fixed the problem in under 30 minutes.0However, over the course of ten days, a single sensor failure disabled my entire intrusion detection, and subjected me to alerts every 4 hours that it had failed, that could not be overridden.The technician was excellent. However failures to an essential safety system must be fixed in 24 hours, not 10 days. I am ending my 10 year relationship with ADT as a result

The office gave the tech a 10 year old number so he couldnt contact me. I updated the info when moved here 11 years ago. Calling customer service is a waste of time. I spent 5 hours of my day trying to get through. I asked for a supervisor and was put on hold again for another hour and half and never got a supervisor. ADT has great techs, its the online and phone customer service that stinks! My issue with the incorrect number is still unresolved. They have my wifes 10 year old number as my contact and she doesnt even have that number. In my ADT Control profile it shows the correct information, why doesnt ADT have the correct info, why wont you put in the correct information. There is no by pass if someone forgets information?!! I cant reset my password because it has the wrong security answers. This is very poor customer service. Update your security features so that customers can easily change and reset passwords, send a code to the phone, send a link via email. Its amazing I was able to receive a text and e-mail after the tech was over an hour past the window. If they had my number to text, why didnt they give the tech the correct primary number? Then, they over book the technicians so when they show up late they have to deal with the customers My time is important too.

My installer was SUPER patient, VERY knowledgeable, SUPER respectful, presentable, clean and considerate. He came in with his mask on to protect me and himself. He adhered to all COVID restrictions while in my home. It made me feel very comfortable since other workmen had not taken such steps to make me feel protected. He was very thorough in teaching me to use the new system upgrades. He showed an extreme amount of patience when answering all of my questions and concerns with the new system and additions to my home security. He made me feel as if my choices would definitely give me the added security I was looking for.

I was very upset when my panel stopped working after being installed only two months ago. I needed a new one and was told I had to wait over a week. I reached out to ADT and was contacted promptly. They immediately sprung into action and got me an appointment the next day. James the technician arrived and installed my new equipment I was very impressed with the speed of their actions. This is how you keep customers.

On the afternoon of 10 February 2021, I contacted ADTs Customer Sipport via their 800 number. Although phone support is staggered due to the continued, ongoing COVID-19 Global Pandemic my call waa answered rather quickly. The Customer Supoort Specialist moved with decisive action to determine the problem at the alarm systems keypad. She had created a repair ticket and had a rechnician scheduled within 24 hours of my call. Talk about efficiency, couldnt ask for any better.TheTechnician, James arrived within 30 minutes of the start of the allotted window given. He showed up with a nice greeting, face mask, gloves and booties. Thank you for your consideration of both my households safety as well as your own. He explained what areas and pieces of hardware he needed access to. James went immediately to work with laser focus. A couple of hours larer he was wrapping up and explained what hed done and stated if I needed further assistance to not hesitate to call anytime.The degree of efficancy, knowledge and turnaround time from the initial call to ADT to the completed repair, I would definitey recommend ADTs services to Family and Friends.

I WAS SO HAPPY WITH MY NEW SYSTEM