(1 Star)
This has…read morebeen one of the most frustrating experiences I've ever had with a security company.
I signed up with ADT 11 months ago because I wanted a complete home security package, including cameras, alarm monitoring, and a smart keypad door lock that I could lock and unlock from my phone. Within just a couple of months, the smart lock stopped working properly. I could no longer control it from the app. At first, I considered it more of an inconvenience than a major issue, so I didn't immediately call to complain.
Unfortunately, that was just the beginning.
Since becoming an ADT customer, I have spent countless hours on the phone with technical support trying to resolve the issue. ADT has replaced my keypad door lock five different times, and after all of those replacements, they still have no idea what is causing the problem.
Instead of fixing the issue, their solution was to remove the lock from my system, give me a partial credit, and expect me to go purchase and install my own door lock--even though the lock was included as part of the package I originally purchased.
I found that completely unacceptable.
When I signed the agreement, I purchased a complete security system--not a partial one. I asked if I could cancel my service and move to a company that could provide a fully functioning system. I was told that because the rest of the equipment works, I would still be responsible for paying the remainder of my contract if I canceled.
I even asked a hypothetical question: if my cameras stopped working and ADT couldn't fix them, but everything else still worked, would I still be required to continue paying under the contract? I was told yes. Unless the entire system stopped working, I would still be obligated to pay for service even if a major part of the system couldn't be repaired.
To make matters worse, several technicians told me they would return on specific dates, but they never showed up. The only way I ever found out what was going on was by calling ADT myself.
This ongoing issue has also cost me money. I've had to purchase multiple copies of keys because the locks kept failing. There were numerous times we simply left our doors unlocked because we were tired of buying new keys while waiting for another technician appointment. I also purchased batteries five or six different times, trying different brands because I was repeatedly told the batteries might be the problem, when in reality the issue was the defective lock.
Now, after nearly a year of dealing with this, ADT expects me to research, purchase, and install my own replacement lock just so my family can safely secure our home.
The final straw came when a representative asked whether I had already scheduled an appointment to have their lock removed. I explained that I wasn't going to schedule a removal until I had purchased a replacement lock because, based on my past experience, their technicians frequently failed to return when they said they would. I refuse to leave my family without a functioning lock because of ADT's repeated failures.
I have been far more patient than most customers would have been. I've given ADT numerous opportunities to correct this issue over the past 11 months, but instead of providing a working solution, they've shifted the burden and expense onto me while continuing to hold me to a contract.
If you're considering ADT because of their smart home features, my experience should serve as a warning. A security company should provide peace of mind--not months of frustration, wasted time, additional expenses, and a system that never works as promised.
