DON'T BOTHER GETTING ADT SERVICE. i was going to change my security service to a different company; however an ADT representative from their Cancellation Department called and asked why I was discontinuing service. When I explained the new company I had chosen had much better service, better cameras and a lower monthly fee, the representative said he could match what I wanted and offered me the same deal on my monthly bill as the other company had and also give me an upgrade on my current service/equipment at no cost. It seemed reasonable and, unfortunately, I presumed the representative was honest in his offer as ADT was reportedly a reputable company.
On the day the tech arrived to install the service upgrade, I ended up paying an "upgrade" charge for the new and supposedly "improved" equipment and signed a new 2-year contract. The 2-year contract, I was aware of but that was the only thing the Cancellation Department representative was forthcoming about even after I had questioned him several times about any additional costs that were applicable. Regardless of the offer made, I am now stuck with dealing with ADT's outmoded equipment, policy and deceptive representatives.
All this came to the forefront because I recently had a problem with ADT equipment. When I called ADT, I was told that the problem required a repairman to come to the house to fix the situation and it would cost over $100 plus "X" amount of dollars per 15 minutes When I asked why there would be a charge as there previously never was a charge involved with any problem with the system, I was informed that I had cancelled my ADT in-home repair plan whereupon I told her I had not cancelled the plan. Then she changed the reason to the fact that because I had received a lower monthly rate, the repair plan had been cancelled, (Before the upgrade, I had a repair plan, which was included in the installation fee, but I had also been unknowingly paying $7 per month for that plan from initial installation.) The representative said I could still opt to get the in-home repair plan now but would have to buy the plan again for over $100 and still pay an additional $7 per month to have this service plan reinstated. However, the current problem I am experiencing wouldn't be covered and would still cost me over $100 to have it fixed via an in-home service repair even if I signed up for the "plan" today! When I asked if I could speak with a person at a higherADT level to discuss my situation, I was told that it was not possible. - there wasn't any phone number or person to contact that would be available regarding my complaint about misrepresentation and nondisclosure of reduced services, which was applicable to my current contract.
The ADT transmitter in my house is inoperative and, in my opinion, it's possibly defective because of its age. However, I am no longer on their repair plan, which was discretely dissolved when my monthly payment was lowered, and unless I spend additional money to reinstate via a "repair plan", I cannot even contact ADT via the installed voice panel if an emergency occurs. So now, ADT no longer monitors my house for break-ins, fire, other serious problems,, etc. , especially if the police are needed and all because of their equipment failure. However, I still have to pay their monthly fee for services I am not getting. This situation occurred because ADT INITIALLY FAILED to give me important, up-front information about dissolution of the "repair plan" so I could make an informed decision about their offer to upgrade and lower my monthly rate in lieu of going with another company's security service.
My advice is.......DON'T WASTE YOUR MONEY ON ADT.......ESSENTIALLY, ADT DOES NOT HAVE UP-TO-DATE EQUIPMENT COMPARED TO THE EQUIPMENT OTHER COMPANIES OFFER AND ADT POLICIES ARE NOT OPENLY OR CLEARLY IDENTIFIED . As often said, "Buyer Beware"