Home Brands is supported by readers. Some links on Home Brands are referral links. If you use one of these and buy something, Home Brands may make a small amount of money. More info.
ADT is one of the most well-known home security companies in the United States. They work with a variety of independent service providers that install and service ADT solutions across the US. In terms of getting the job done, ADT is one of the most trusted solutions and has the largest customer base of any home security company in the US. That said, over the years, newcomers have challenged ADT with upgraded equipment, more smart home features, and competitive pricing. ADT is still the biggest, but innovation is sure to challenge.
AT&T Digital Life is AT&T's home security service. It focuses mostly on the quality of its monitoring and security solution. They have a Five Diamond Certified central station that monitors incoming security events. This, along with how they structure their plans, puts a focus on monitoring and getting customers into a monthly monitoring subscription. Customers have some complaints around customer service and contract length.
We recently purchased our first home, and decided to go with ADT for security. Our technician, Donald K, did an excellent job installing our system, explaining everything, and ensuring we had the best system for our home. I felt as though he genuinely suggested the best options for us, based on what he would do if it were his own home. And to cap it off, he was super friendly.
Ask for Donald K!!!
***Other commenters mentioned a 3 yr contract, this is FALSE as the state of CA mandates that contracts max out at 2 yrs. The misconception is due to ADT's standard forms since the other 49 states don't have this state-imposed limitation, so the form states 3yrs. Donald crossed out the 3yrs on our form and had us initial by it. No big deal.
I would like to start by saying LUAY H. initial contact, follow-up, and customer services were impeccable. I was so impressed with the professional, quick, and easy set up that happened in my home on the follow-up visit. He was skilled, and neat in installing the cameras, ring doorbell, and updating my alarm system. Luay made me feel so comfortable with updating my system and adding the ring doorbell. The hard part should have been teaching me how to use the updated equipment, and he was so patient with helping me add the apps to my cell phone and how to work the additional equipment, which is no easy feat! I can only say that Luay who works for ADT made me feel safe, comfortable, educated, and confident with how to work my system. I recommend and hope other customers can get the same experience that I had with him because he made me a believer in ADT. Last but not least, I cannot stress how important customer services is to me and how imperative this job was to my family; to get my ADT system updated and working. I was on the edge with going with another company and because he was so REINSURING, HUMBLE, AND EXPLAIN how the different parts of ADT work he kept me wanting to continue being an ADT customer. Thank You LUAY... #yougotthejobdone!
I called ADT over a technical issue and was not in a very good mood. A very nice lady whose name was Sherry helped me and she was so kind even through my grumpiness. I wish all employees could be as nice as her and as patient. I would like to thank her, Sherry, for putting up with me and I apologize for venting my frustrations on her. After I hung up I realized how hard it is to be in customer service and to be able to maintain grace and dignity. Sherry was an excellent customer service employee and provided exemplary technical support.
They do good work. If you hate ADT it's because you purchased from an authorized dealer. Do not do that. Buy directly from a corporate representative. You pay a little more but the quality is so much greater.
Wow best customer service and user friendly security system ever! Thank you so much Luis Fajardo for going above and beyond, and giving me peace of mind! Thanks to you I will be referring friends and family to ADT. Thank you again your outstanding customer service and hard work....it does not go unnoticed!
Francisco did a great job. We have had ADT install systems in multiple homes and this was the most complete and professional install yet. Highly recommended
Okay, so, I just purchased my first home, and wanted an alarm to make myself and my wife feel safer. I was on my Bank of America credit card online account, and noticed that had a cash back deal for ADT, so I thought, great! Of course, it wasn't through ADT directly, it was through Protect Your Home, which is an authorized ADT retailer. I called the 1800 number and set up the appointment and was charged the $100 installation fee immediately (it's ok, I'm getting $100 cash back through BofA anyway). During the phone call, they upgrade my package to include 2 keypads, 2 keychains, and $700 in extras. I thought great! Fast forward to the day of the install, the guy showed up early (which was great, except we were having Fios and a new water heater installed at the same time, so him being early made it even more crazy!) Off the bat, I had kind of a negative reaction to him, because I told him Fios was here and they are installing a phone line for you to connect to. His response was, oh, we don't need that, everything is done wirelessly now! My first thought was great, but I'm also not an idiot. So, I said to him, great, as long as its the $27.99 that we agreed to. He told me it wasn't but we can talk about that, which I then replied that as long as its $27.99 that we agreed to, then we can talk. At that point, he drills a hole where the main keypad would go, took him a while (not his fault), and then installed the keypad. We then went over all of the windows and doors, and everything fancy thing they sell. They then quote you an absurd price if you install every gadget they sell, it came out to almost $6K! Of course, no one buys every gadget, so he then takes some of it out, and quotes me around $2500 for the installation. At this point, I was really upset, because I'm not paying that kind of money, that's absurd. So, little by little, you can reduce the pricing by getting the regular window/door senors instead of the better ones, get one keychain instead of 2, one motion sensor, etc. After spending 20 minutes trying to get the price down, it got down to a more reasonable $250. Again, I'm not stupid, I know they upsell, I kind of expected it, but do it in a ethical way! They also try to upsell hard on the Pulse $52.99 package, but as long as you keep saying no, they have to give you the basic $27.99 package. So, after he installed everything and tested it, he had me sign the contracts, sign here, initial here, etc. Everything was fine, except the next day, I was charged another $96 on top of the $250 charge that was for the additional sensors/keypads/etc, which I did not authorize! It turns out, in the contract (which they do not tell you), you are agreeing to pay a prorated amount of your current month + next month's amount, but not for the monthly rate you agreed to, but for the $52.99+tax, regardless of the monthly price you signed up for. It is actually written into the contract, and they conveniently skip over it. At this point, I've had enough and contact ADT customer service directly. They have been great, they refunded me the overcharge amount, and have guaranteed I will be billed $27.99 per month starting next month. So far, I am happy with ADT, but buyer beware, if you use protectyourhome, this is what will happen! This is how they make their money, they don't do it ethically, they overcharge and upsell and hope you don't notice. But if that happens to you, contact ADT directly, they will fix whatever you were overcharged.
This company is a scam. Plane and simple. ADT actually canceled my service because when ATT canceled its 2G network they could no longer get cellular service in my area. Now "Protect Your Home" attempting to extort $569 from me. Collection calls twice a day and hangs up when I answer. They only leave messages when I don't answer.
I've been shopping around for a Security system. These people call me Saturday morning, she asks my address and asks me to verify the last 4 of my SSN. I was like why do you need my SSN I just want to get information on packages and know what prices will be monthly. She said that they are offering $800 in free equipment and to go any farther they need the last 4 of my ssn to see what packages I'll qualify for. So I give it to her. Next thing out of her mouth is install dates. I say I'm not trying to install I wanna know what you offer and what the price is. She says again they give $800 free equipment. Mind you that include siren door sensors. So nothing extra literally make you get everything separate. So again i say that's not what I'm interested in. I want a quote for standard security 2 doors with a door keypad and a camera. She puts me on hold and her manager gets on the phone. He was SOOOOOOOO RUDE! mind you this whole time I'm just trying to get information. I ask him about the camera and he says yea we have everything if you dream it adt can do it. Then I say AGAIN I'm just looking for quotes. He tells me they don't do quotes I have to have an install and the tech goes over prices and packages! Wtf I'm not signing up for nothing without information. This guy wouldn't even tell me how much a camera was, or the service fee. SCAM! So then I say well I'll have to think about it I'm not trying to sign up for something I can't even get information on. Then he says well we already ran your credit.. WHAT THE ! Today (Sunday) credit karma alerts me of a hard credit check. These people are THE WORST!!! Beware go somewhere else do not even answer the phone. I'll be calling headquarters! When I say this guy was rude I mean it! He made me feel so dumb. I used to work customer service so it takes a lot for someone to make me feel stupid this guy was awful. Before he hung up on me he says you'll have to pay for all your equipment then. WTF!? Who are these people. STAY AWAY
Saw an offer through my bank (PNC) that would reimburse you for installation fee so thought to myself, "Why not!" When I initially spoke to the ADT rep, I told her my specific reason for an alarm was to have alarms on my door to notify me when open since I have little ones and an in ground pool in the backyard. She said, "Not a problem" and even threw in an extra door sensor to the "free" package. Fast forward to day of the technician coming out. We went over what I was getting (the basic package) and why I was getting it...door sensors for kiddos. He went around and installed the keypad, sensors, smoke detector, etc. He then spent the next THREE hours showing me every piece of equipment he had, why it was important I focus on security vs. just the door notifications, and tried to get me to sign an agreement over $10,000 for all the bells and whistles. Whenever I tried to stop him, he told me he was going to go over it anyways. He even had the balls to tell me that he "cared more about my family than I did" since I wasn't focused on security. WTF?! The next day, I noticed an $82 charge on my card that was explained to me was going to be the prorated for this month and next month's services. The contract amount was for $27.99/month so obviously $82 is way above contracted price + prorated amount. Needless to say, I called the company and CANCELLED everything and had them remove their sh*t from my house. I even forewarned them that the technician coming out better not try to waste my time convincing me otherwise. Of course, that in itself was a fiasco. Tech showed up 2 hours early when no one was home. I had to call the company and have them sent back at the appropriate time. They left my outlet covers off, drywall everywhere, and just ripped wires out of the wall. I would rather buy a SimpliSafe system with no monthly service fee than use ADT. It comes out way cheaper in the long run.
Please whatever you do, don't use this company or their services. Thankfully I had read the other peoples' comments on yelp before I committed to these folks. The reviews are really accurate, what other folks detailed below is exactly what happened to me. They promise to throw in a free this and a free that and charge you $90 or a $100 or something like that just to even make an appointment to come to your home. Then it's SO hard to get that money back, even when you cancel that appointment and go with a different more reliable company. I've used ADT previously, so it's not ADT that's a problem, it's just this "Protect Your Home" folks that are a problem. The manager actually yelled at me over the phone because I was trying to cancel the house visit appointment!
THIS COMPANY IS ATTEMPTING TO SCAM ME. I have never signed up for their services. They are attempting to collect money from me, including calls up to twice a day from multiple numbers. Please avoid this company at all costs!!!!
If I could I would give it a lower star. everything said in previous comments related to scam is true. I wish I had looked at Yelp comments before buying the package with Protect Your Home to get ADT system. Promises of free installation and $100 gift cards did not happen. At installation I was given an estimate of over 5K for equipment (off course they tell you this after installing the monitor on the wall). When rejected they brought it to over $150. so disappointed.
If there are any negative star, I would happy to do so. It is a big scam. They will put holes in your house and then ask for get more stuff for paying a high amount. If you don't take those stuff then they need to take system out and it will leave patches in your house. The other thing is it is not 27.99 per month. You will end up paying 52.99 per month with them.
I strongly urge to avoid this company.
Garbage service. NEVER use them.
They do nothing, charge a premium for service and are slow to call you back about any issues ... yet quick to install and leave you with a trashy system.
Do not use this company. There was to be no installation fee. It was suppose to $27.99 month.I had charges placed on my credit card without my knowledge. I was suppose to get a $100 gift card. Did not happen. I don't know how they get positive feed back, because there is nothing positive about this company. I can't stress it enough do not use this company or you will be burned.
I did not sign up with them as they force you to pay $99-first to schedule the first appointment. I asked if it's refundable and if so, where can I see that refund policy in writing. They said they don't have it. That was the deal breaker for me. I understand the people on the phone don't control that. Normally, I'd give 3 stars if that were it. But 2 things from the experience I had on the phone with them made this a 1 star review.
To be clear, Protect Your Home is a 3rd party company separate from ADT. They also send out 3rd party technicians - not ADT technicians. So your relationship and payments are handled with Protect Your Home. NOT ADT. This is a common business operation, but from reading other reviews this seems to be a big part of the problem.
My experience - The first person I spoke with was nice, but before answering my question on if there was a refund policy in writing on the $99-first appointment booking fee she sneakily ran my credit without being clear she was about to do that and without my permission.
After telling her that me not being able to see the refund policy in writing was a deal breaker, she put me on with a manager to try and help. He initially jumped on, was nice, asked me why I was calling in, and then offered me a better deal on the service. He never acknowledged my only, primary concern. So I told him what my concern was and I explained I had a "rip off" experience in a similar type of deal with another big company before. He continued replying only by basically just verbally promising that won't happen and that there was no way to get that refund policy in writing to me. Which I accept from him, no worries there. But he continued to try and "save the deal" even though it was dead for the reason I clearly explained to him. The call wrapped up by him continuing to try and speak over me. As well as spoke to me condescendingly towards the end. Which confirmed what other reviews said about how they are only focused on closing for the appointment regardless of the customer's concerns.
Things that they say to be aware of when they try to overcome your objections:
- "By saying how ADT is a huge, great company. And how THEY would never do that." But THEY (Protect Your Home) aren't ADT
- "We have been in business for a long time, we wouldn't be in business if we lied." This doesn't make sense as you can be in business and still lie - just look at Time Warner Cable. Also, for them it's stupid to say because of all the bad reviews they have on Yelp and other websites.
- "We will send you that language after we run your card." This doesn't make sense and is what the last rip off experience company I had said.
I'm going to try and work with ADT directly. I would recommend that for others too. Hope this helps.
For the short answer: DO NOT USE THIS COMPANY FOR YOUR SECURITY SYSTEM!
1. We were told it would be only 27.99 per month for service
2. Was only suppose to have a installer come out to see if previous alarm system in home was able to be "taken over"
3. Installer who came our said out previous system was being ran through a telephone line and not cellularly (we were under impression that previous system was cellular)
4. Installer said it would be 47.99 for cellular system
5. We told installer would have to think about it since we were told differently prior
6. installer became angered and irate and said "this is how i make my paycheck" and it would only take an hour
7. Finally we just went ahead and decided to get the system installed that day.
8. After a 3 HOUR installation the installer tells me its going to be 52.99 for the service with taxes (which doesn't add up in my area)
9. We were suppose to get $1,800 in free equipment, after installation the installer told me he had used up all the credit but could not explain how it added up to $1,800 with what he installed that was not able to be "taken over"
10. He went over the contracts and everything and said i had 3 days to cancel with no questions asked. Also 2 hours after leaving the system did not work and had to call to troubleshoot.
11. The next day I called to cancel the old security system, in the middle of canceling i asked the agent to double check what type of system we had through them and she said cellular.
12. At this point i realized the installed was a misleading liar who came into my house lied to my face and said we had a different system to get us to pay more per month.
13. That same day i called to defenders and told them to cancel the contract - the representative said i will get a call from their loyalty department to get everything taken care of.
14. The system continued to not work for the duration of the time we had it and i was told a technician would come out to troubleshoot but nobody ever did
15. on the 5th day after installation i finally got a call from loyalty department and the lady had the nerve to tell me she could not cancel since it was beyond 3 days when i had called in the day after install to cancel
16. After 2 WEEKS for talking to multiple departments and getting the run around, a person with common sense at this company decided to cancel the contract since i called day after but was not helped properly.
17. Its now been 3 weeks since cancelling and I still have not received my refund for installation. every time i call they say should be done in 3-5 business days
Well see how long this goes, but hopefully this draws attention and the people who have appointments for defenders to come do a installation this otherwise now. Really shocked that ADT partners with a company like this, we have since went back to out old security system through MONI
Worst company and service in my lifetime. They mislead you into a contract. Sell you unnessary equipment and do not account them correctly. Even if you return the equipment they do not document and do not pay you back. They do not provide you copy of your updated agreement. Would not give you any confirmation on the equipment they take back. Later on you are batteling between them and ADT. ADT another horrible company doesn't keep the contracts updated and ask you to follow up with them and they keep charging you unfairly. Please say no to these kind of business does. Horrible people and company.
It's not a surprise to see 1 star reviews here. I was researching ADT authorized dealers and I responded to one of their flyers and gave them a call. For a start, they only offer a handful of wireless sensors and the rest are wired. Even worse, before signing anything I was asked for credit card details prior to someone coming out for an appraisal. I did this and then 15 minutes changed my mind and went with American Home Alarms (5-star reviews). After calling to cancel and get a refund of the installation fee I was told it would take 15-30 days. Err, for no services rendered I have to stand out of my $100 so you can hold onto it? Unacceptable business practice. I then called my credit card company, filed a false charge, got a refund and then blocked them from ever charging anything again. Bye bye.
False advertising. You will never get the monthly rate promised, you will not get all equipment promised. Don't do it. The only saving grace is that you have 3 days to cancel which I am doing.
DO NOT USE THIS COMPANY!!!
When I decided to install an ADT system for a house I was selling (yes selling!) I hired this company unbeknownst to me that they were a 3rd party alarm install company. I clearly told them I was selling house (they saw sign out front) & I asked them if I can transfer contract over to new owner without getting charged penalties; early termination fees, etc. & they said YES (of course I didn't read their multi page terms & conditions lol). Fast forward a year later... house is sold, I successfully transferred ADT account & guess who calls me? A Protect Your Home rep barking I now owe $720 because I cancelled my contract!!
I called ADT & they said since I hired that company they have no control over what fees PYH charges.
People just install a DYI alarm system like SimpliSafe & call it a day... $15 a month & no contract!!!!!
this is the worst company I've ever had to deal with.. I canceled after the first day. This company is so unprofessional. Its been more then a month since they received back their equipment and they still won't refund me the money.
the said their employee forgot to tell them that he took the equipment back, they said they would fix it .. i called again today ( a week later) and they still haven't had fixed the issue with their employee. They owe me $400.00 and they want me to wait ANOTHER two weeks to see a refund...
this company wants to take your money and they want to con you....
please stay away from this horrible company and their awful customer service!
Sign up for your ADT Plan Now: Get Your Quote Now
Introduced to Digital Life at the Tampa Home Show. We had seen commercials, but didn't give much thought. We were still under contract with Guardian Protection for 5 more months. Mike, the sales rep, signed us up, offering to cover the cost of 3-5 months w/Guardian by giving us "free" add on's. Always wanted home automation, so this was the... ideal mix of security and that. After some misunderstandings (verified in emails), about what were getting and the costs, with Mike over the next week before our install, I contacted Zack in customer service. He convinced us not to cancel, told us the service tech would look at the emails and work it out. The install tech, Steven did just that and more. He was top notch, knew the product, worked on our schedule, and gave us the pricing I understood to be offered to us! Zack and Steven both deserve a "job very well done" vote! Steven is coming tomorrow to install the outside camera which is state of the art. I can monitor everything from my Android Galaxy S4 smartphone. 5 stars so far!read moreView More Reviews
I've had Digitalife couple years now and have had very few problems. When I did I'd call customer service and had very good results. Always came away with the problem solved. I read all the reviews with people having so many problems. I wonder if they are from other alarm services. I'm happy with Digitalife
We've had four security systems and this is by far the best in terms of quality of equipment and customer service! I highly recommend this system!!
I've read many many bad reviews. I can say for certain I have NOT experienced any issues with my Digital Life service. Speaking with customer service reps have been greeted by polite and professional individuals. My systems works just fine - all parts.
I sing praises to AT&T Digital Life system!!!!
My dealing with ATT Digital Life has been positive. I went to a local ATT store in Merrick. LaMar Gilmore, the Salesmanager was on top of his game and flexible with options on special. Devices had point ratings and you could trade around sensor and monitor quantities etc. Install Tech showed on time, installation went smoothly. He briefed me on... system, been a week with no false alarms. Got the cellular option with wireless system. Just do your research and know what you want up front to get the best deals, add ons at Installation time can be costly vice making the deals and specials upfront. Set the alarm off once and they called immediately going down contacts as set up. I didn't pick up until last contact just to see operation. Hope this helps anyone out there.read more
No problems. 3 years and satisfied. ..A pleasure being part of ATT. My family and I are pleased with all the perks.
I really love the Digital Life equipment, but the customer service is horrible. You can never get a representative on the phone. It takes 60 minutes of listening to the same message over and over. The website is useless. It needs to be revamped. It is only for new customers, no support for existing... customers. I'm considering going back to ADT after this contract ends!! AT&T doesn't care about existing customers, offer no discounts to add on equipment at all. I'm totally over them!!!read more
I love AT&T Digital Life sometimes there are glitches in the system but once I call and explain things to them I get my issue resolved. Some of these comments are not true if you call a company why will you behave harsh with the reps deal with them calm and they will treat you nice. Hold time... is length but we got to understand that customers do call in regular for various reasons. I love the fact that I don't have to pay to move my service and I get new device unlike ADT who charge over 300 dollars to move. And I would like if AT&T change there technicians they don't work for the company they work against the company they are so sloppy they make the Comany look bad. I love AT&T Retention and move, and the Technical support dept. Good job.read more
I've had Digital Life for a while now, and have had great customer service and feel the quality of their equipment is top notch!
I live in Memphis, TN and have had Digital Life for about a year. There were some glitches in the beginning. Twice I couldn't reach the app, had a battery issue a couple of times and a siren offline issue a few times....but they must have gotten it all repaired because no issues for 7 months now. AT&T was easy to reach (I like the chat feature) and they always dispatched on the complaints. I especially like that I can arm/disarm from the app, unlock/lock the front door, open or close the garage door and turn lights on and off. And, the security camera is great. You can adjust the settings for sensitivity and distance as well as save and/or text (or email) the recordings to another party.
I have had Digital Life for over a year. I have been fairly happy with the service; however, the company is not very handicapped friendly. I have severe arthritis in both knees, and am very unstable as a result. I have fallen, and broken bones twice. I would do a lot of the maintenance on my alarm system myself, but I am not that tall, and I am afraid to climb up on a ladder for fear of falling. Most of the time when you call to have the system serviced, the person on the other end will give you a hard time, and tell you that you will be charged for what you need done. I realize that they are instructed by the company to do this, but this is intolerable. ATT is making plenty of money, and I don't call unless it is necessary, and I don't appreciate the BS that I get every time I call. I would say that anybody who is handicapped should not contract with this company for alarm service. If I knew then what I know now, I wouldn't have ATT Digital Life.
I've now become accustomed to writing bad reviews about AT&T - and though I'll gripe about their customer service, it's really the institution that I'm upset at. I recently installed AT&T Digital Life home security, thinking that AT&T might've finally done something right. Though their customer service on the phone was great at first, and tried to accommodate rushing an installation date for me, their on-the-ground technicians were not very helpful. They weren't very articulate about the product or answering questions and seemed to want to rush out. On a SECOND visit, yes, after they disrupted myWIFI (and I had to bring in AT&T U-verse to fix the problem), they forgot to bring another camera I had ordered. This is a problem with their communication between departments. No surprise, it's AT&T.
Then came the FALSE ALARM - it can happen to any household. During the ordering of service or installation, there was no emphasis on getting a permit from the county, no disclosure about it, and we were unaware of deadlines, and the company mentioned nothing to us - nor, did it say that we would be fined exorbitantly for false alarms. The schedule of fines for Los Angeles County where we live is $162 for the first alarm or $262 if unpermitted. The County does not waive any first false alarm whatsoever. When I called Customer Service, they didn't know their own policy about permitting, whether in fact AT&T contacts the County on your behalf to start the process. AT&T said anything about permits is in their fine print. Meanwhile, another AT&T customer service rep said we as system owners should have been emailed about permits. None of this happened, and no one knows what their talking about. No surprise, it's AT&T.
Alright, I should've learned my lesson now. AT&T as an institution is terrible. No department they run is any different than any other which is defined by poor customer service training and terrible inter-departmental communication. I think all these folks who work for them do their best - it's not them per se - but their company.
Now, onto writing a series about how much LA County SUCKS. But of course, everyone in the country knows that.
Called one week before I wanted the service cancelled and I was assured my account would be cancelled and I would receive a cancellation email once the service was terminated.
One week later, I never received an email. I tried to access my account online on a desktop and also on the app on my iPhone and both methods were unsuccessful.
So, I called again and was told the account was not cancelled because I had not agreed to the early termination fee, which was a blatant lie. I once again asked to have the account cancelled and was told that it was cancelled immediately at that very moment. I asked for a confirmation and was told that I would receive an email. And again, I did not receive an email.
Earlier today, I contacted them via the live chat on their website, as I am still not able to access my account online or via the app and was told that my account was still active and that I would have to call to cancel again.
Extremely dissatisfied and would never recommend the digital life service to anyone.
The absolute WORST system, with even worse customer service.
I have had nothing but problems, and you will sit on hold for literally HOURS trying to get any help, only to find the person on the other end of the line is reading from a script apologizing to you, but can offer nothing in terms of solutions.
They will not cancel your subscription without a hefty cancelation fee, despite the fact that they do not deliver what they promised.
Steer Clear of this company...They are a joke!
Customer Service on a scale of 1 to 10.....-100! I wouldn't entrust this organization to secure my cat litter box! Terrible customer service relations, especially if you have any issues.
From start to finish awful service including some 068 ! The most arrogant people on this planet. They wanted me to pay 100 bucks for someone to come and change the smoke detector, cause they said it was tampered, bulls.... it was the battery that died!! no wonder that this did not even work in the UK!!
I have had issues with this system from my garage door opening and closing on its own, to the sound of sensors going off randomly in the middle of the night when nothing was opened or closed, 2 week long system jam with long irritating sirens, sensors going offline as they please, to not getting a call when my alarm goes off from month one.
The customer service is garbage. i wait a minimum of 30- 45 minutes for someone who cant do anything for me without a supervisor to answer the phone. when i ask for a supervisor only 1 is present at the time and is "busy". i've waited up to about an hour and a half for someone to pick up before. the current call i'm on has been going for 2 and a half hours now waiting for a supervisor...
today i had a system evaluation scheduled in the AM 8am-12pm. as i am sure you guessed, no one showed up. i wasted 4 hours of my day off, missed a morning trip, and put off an appointment. on top of that i've been on the phone for over 2 hours with customer "service", mostly wait time. they wont give out their ID numbers, its like pulling teeth to be transferred to a supervisor. plus when they finally decide to, the supervisor wait time so far has been 45 minutes. so far they have wasted 7 hours of my day and only want to give me a credit of $100.
i asked the retention lady if she would sit in a room for 7 hours for $100 and she said no, proving to her that $100 was not enough credit for 7 hours of wasted time.
I can not emphasis how important for people to read the fine print on the contracts is. A 2 yr contract 15 day probation time and if you go over one day your stuck with something that does not work. Equipment that does not work if you do not have internet because that box in your closets will do no good but just scare someone if it does recognize an intrusion. I wouldn't dare getting the system even if they paid me to have it. How can you trust your life with those pieces of garbage. Not me! 2 dogs will do better scaring off and better security. All I have to say, "buyers beware." (ex internal) and btw I had to put one star in order to submit this review when in reality it should be (negative -5)
Very expensive and salesmen totally lie to you. The price and awards they promised at the Galleria ATT store were bogus. I even made the salesman put it in writing and sign it. When I complain, the manager says he was misinformed and he apologized. It is bait and switch. Huge penalties to cancel. BEWARE!
Absolutely ridiculous. I log every single call I make to any customer service center. I have made 6 calls to Digital Life's main customer support number and the shortest hold time was 17 minutes. The longest 72 minutes with others hovering around half an hour.
I have had to replace the battery (yes I HAVE had to do it) in my main unit twice in about 3 years. They ship it and walked me thru taking the face off the casing and disconnecting the wires from the old battery and then connecting them to the new. I had ADT for years and never had to do this (a technician came out and did it once)
I have been getting Low Battery messages so I called them *27 minute hold one this one* and they said I needed to go by some 2037 watch type batteries somewhere and change out the batteries i the sensors in one of my rooms. They recommended changing all of them around the house since they might all start to go at the same time. I bought the batteries and it's not clear how to remove the face of the sensors (ADT SENSORS BTW...DON'T RUN ON BATTERIES and also aren't wired. You never have to deal with them)---anyway in trying to take the face off one of them I noticed I was standing on something on the widow sill and looked under my shoe....it was the OTHER HALF OF THE SENSOR. The double sided tape didn't hold and who knows how long that window has been unprotected? I am on hold with them currently and going on 19 minutes. They are probably going to tell me to go buy some double sided tape and cut it down to size and put these things back up in the windows. it's not really safe for me to be in these positions with some of my windows due to a new knee replacement. If they tell me I need to handle this myself I am going to cancel. I've already talked to ADT and am going back to them. I only left them to go with Digital Life because there was a promotion and they are about 4.00 a month less than the ADT package I had. ADT is willing to match what I am paying with Digital life. So I'm out of contract and probably about to tell them to take a hike.
We are now on 21:32 hold time.
23:00 hold time now
25:45 hold time now (and as you might imagine I'm getting irritated)
30:26 answers call
They are walking me going around opening doors and windows...on a ladder...moving it around. Find that there are sensors with bad batteries that aren't showing bad on their end...but when i change them with one of the 20 I purchased it seems to be fixing it. I'm now going on an hour on this call. The front door sensor battery was DEAD. TWO bedroom sensors had fallen off....this has been this way for who knows how long? Unprotected without knowing it on OUR FRONT DOOR and TWO windows at the FRONT of the house. I'm about to ask for a BIG REFUND.
Just came back on the line and said they are only sending me one sensor and also some DOUBLE SIDED TAPE and a return label to send the OTHER SENSORS BACK TO THEM. Again...ADT sensors don't use batteries.
This is the worst ever. I'm going on 1:37 minutes.
I am about to ask for a BIG consideration since I have been unprotected for who knows how long.
They said to call back on Monday to ask for a prorate back to June...whatever that means. Ended call and am wating for Monday to make a decision as to what to do. And I guess I have double sided tape on the way to spend another 20 minutes going around the house and fixing these. If they don't refund the months i haven't been fully protected I will be canceling
The WORST customer service and product ever. Keep looking for other security systems. There are tons of local companies that provide customer support from US based service departments with much better products for home security.
Service sucks. Camera always offline. Customer service is horrible. The customer service representative ask for you name multiple times. They charge you 100 to come out and tell you that you need a new camera and that they have no cameras to replace and they need to reschedule. They come out two weeks later and get me a new camera. Two weeks later the camera doesnt work again. Says offline and i do the troubleshoot doesnt work. I call customer service and its hell.
Had digital life installed about six months ago worst decision ever. Camera goes off-line all the time. had technicians come out three times already, they replaced equipment and problem keeps happening. Now I'm locked into this 2 year bull crap contract. Stay clear!!