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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.
Fortress Security is a DIY security package company where you can select between different types of equipment for your home automation, smart home, and home security project. One of the biggest drawbacks of Fortress Security is that managed monitoring plans are not included. If there is a breakin, customers have to alert the local authorities themselves, which can be a difficult prospect in many circumstances.
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!
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I like their equipment I have 2 systems SO2 and GSM-CView More Reviews
Very easy to install, understand and operate. System works like a charm. Other comments regarding SIM card aren't accurate reviews. The SIM card is virtually not needed to arm or disarm, especially when wireless remotes are sent with the Total Security System. The SIM card is only really needed when the alarm is triggered and the panel makes a call. All text (SMS) alerts can be shut off, so that it won't waste minutes. Well done FSS.
Great place to buy a security system. Looked and looked at different systems over the internet and finally found a affordable and reliable system. Customer service was so kind helping me set my system up and answer all my questions. Defiantly purchase here.
Fortress Security is absolutely amazing, I am extremely happy with my Total Security Wi-Fi System! I got a free SIM card installed and it is way cheaper then I could have gotten from any cellular provider. I had a programming question and called customer service and they went above and beyond! It is rare to be able to contact customer service representatives now days that speak English and are actually helpful. I highly recommend their products and honestly for the price you can't beat it! The one star reviews are clearly unwarranted!!
Could not be happier with my Wi-Fi system. Easy to set up and gives my family peace of mind and keeps the riff raff out. I thought the costumer service was great, its nice talking to a real person in the US. Maybe @realdonaldtrump will buy one for hus new house, its fantastic
The customer service is the best...Had a small problem, a call later, and 3 days, i had what I needed in my hand. The book sorta sucks, but I got thru it with the quick responses from online help. Jack has the patience of a saint..the system is working well. I will buy the camera soon.. Great kit! I got the ANI wifi setup,not a bit of problem linking up, and i get an immediate text when the alarm is triggered.
SIM card issue. Love the system! Only downfall for the system is you only get 200 minutes for the entire 3 month period. If you use all those minutes within that 90 days you will get charged automatically, so make sure you cancel the automatic renewal service for the SIM card services otherwise you will get charged. They should have unlimited text and call for 25 a month plus monitoring like Simplisafe. I heard monitoring is becoming available shorty though.
TThis is one of the better DIY systems. The set up using their Quick Start Guide makes it easy to install. It allows you to get system installed and then if you want to get deeper into the programming you can take your time using the book that is supplied. The pet motion sensors are great and being able to set the system not using the motion sensor while your home is fantastic. FYI when testing the interior horn put on ear muffs because it is loud which is not a knock because it should be loud.
I placed an order on the morning of 11/12. I was delighted when I was informed that my package was picked up by the Post Office on 11/13 via Priority Mail. The problem is that there were never any updates to the status of my package moving through the USPS system. Replies from Fortress insist that the package left on 11/13. It is now 11/20 and still no package. A call starting a USPS investigation leans toward the package never leaving Fortress to date. Beware overpromise/underdeliver with Fortress. Here is my latest note to them: This is my daily request to check on the status of my order. It is now one week since the package was picked up via Priority Mail and still no product has been delivered to me. Thank you.
Good system. Range better than we thought it would be. If don't have pet sensors... Put motion at least 4ft up and shouldn't have a problem.
Little patience to program if didn't order all equip at once. Ie..door bell
Really wanted to give this company a try after reading some good reviews. I purchased the system at the beginning of January, and to this day, it is still not functional. First, the system was shipped without a power supply...yeah really! After waiting about a week for that, I found that it would not connect to my wifi using their guide. After support basically mirrored the same instructions each time I contact them, I took it upon myself to remove all wifi security, and it finally connected. They can provide no explanation for this. The 3rd problem, which started around the same time, was that SMS messages could not be sent/received from the panel. Fortress blamed my cell carrier, sim card, everything else. The SIM tested fine in other devices, but I spent the money to get replacement SIM from my carrier. Again, worked in every device but this panel. Still blaming my carrier and SIM, I agreed to activate one of their SIMS (of course at an additional cost to me) and give that a try. They provided a promo code to waive the activation fee, which the site rejected. During checkout, the $7.99 monthly fee turned into a $15.69 - There's a lot to be said for ease of use of a company's products, support, and website. So far, Fortress has none of these. Really wanted this product to work. Too bad. Not sure what is next for me
I made an order on october 15th and never was delivered. I call several times and wrote mails, but they never answered. I want to cancel the order and they never answered. I recommend to everybody not buying anything to them!
SIM card, Read the Terms of Agreement The SIM card works fine on the ATT network. My reason for a one star rating is the billing. True I did not read the Terms and Agreement. (like everyone else) I believe what the team told me. The prepay rate is $7.00 per month for a 90 day term. Not bad right? Here is the kicker you only get 200 minutes for 90 days. Each Text notification counts as a minute. Once you used up your 200 minutes it automatically renews at $23.97. So if you arm and disarm once a day 2 * 90 =180 minutes that leaves you with 20 minutes to spare. With me and my son living active lifestyles we burnt through the 200 minutes in 19 days and I have the WIFI controller, go figure that out. I have a very reliable WIFI service so that is not it. I was told by Support that the WIFI controller auto selects the best network for transmission of the Text message. To my knowledge there is no SIM usage counter to watch your minute usage. They sent out an e mail notice of renewal at 4:01:55 then debit my credit card at 4:01:56. Beware.
I purchased a security system from this business 6 months ago and it has been broken longer than it has worked. When I first started having problems I asked to return the unit and they would not take it back. They sent me a few new pieces of equipment to try and it worked for a few months and then... stopped working again about a month ago. I contacted them again and they promised to send me 5 new sensors with "updated battery capability" and I only received one instead of 5. I contacted them again and they sent out 4 more. Only 3 of the 4 worked. I contacted them again and they claimed to be sending one more. I have also spent over 15.00 in batteries when they sensors are supposed to come with working batteries. The customer service agent that has been assigned to my case wrote a sarcastic remark to me when I expressed to him how unacceptable this has been. They wont take the horrible unit back which offers my home no security at this point nor have they offered any kind of discount for forcing me to keep it.
Worst customer service. Will be the last time I purchase with this company. I purchased a unit and spent a lot of money on accessories. One of the company representatives talked me into upgrading to a "better" system. I found out if I would have stuck to my original system I could have upgraded my panel and received a trade in discount, now I'm out an entire system! By far one of the most difficult frustrating processes I've dealt with. Please take it from me and find a more reputable dealer either better customer care. I should add... it's almost like the system I got persuaded into exchanging for doesn't even exist. No information from the website, no product replacement pieces. They literally had me exchange my product for JUNK!
Worst customer service ever. My system stopped working so I found the business card for Fortress, left voice mail and emails to no avail. I have yet to hear from Fortress after 2+ weeks. My 84 year old husband has Alheimers Disease so I HAVE to know if he leaves the house. Hard to do with a non-working system and lack of assistance from Fortress. I feel getting this system may have been a huge mistake. If there had been a minus score star I would have used it to show how mad I am. It is poor consolation to know I am not alone in the lack of customer assistance catagory!