I have been a client of ADT In Sydney for 27 years in my business and almost as long at my home. I have a back to base monitered alarm plus a back to base smoke alarm. In that time I have had very few problems but this week I had a small issue which was resolved by two lovely women who went out of their way to be helpful to someone who is not very techy and almost 80 years old. They both deserve high praise and thanks for their training and their commitment to being helpful.
Maureen Partridge
I had a camera installed less than a week ago. On the same day, it stopped functioning. I received an email message a couple of days later to advise me there was an issue with the camera's functions and there were suggestions for troubleshooting. Thanks for monitoring my service ADT! However, none of these suggestions resolved the problem. I have made several attempts to get a response from ADT. Today I received an email stating that the service team will need to visit and the charge is Callout Fee: $218.39 per 30 minutes and Ongoing Labour: $61.37 per 15 minutes. Why would a business charge an excessive amount to come out to assess a problem that existed almost immediately after the camera was installed? This is very poor customer service. As the consumer guarantee has not been met, given the product is not fit for the intended purpose and is not of acceptable quality since it malfuntioned alimost immediately, I reserve my rights under Australian Consumer Law to either repair or replacement or refund. I have chosen a refund. I have communicated with ADT to request them to come and remove the camera and refund my money. Post Script 1: I received the standard response apologising for the issues, stating it was not their usual experience with customers and saying the matter has been referred to the approporiate department for follow-up. I'm now receiving conflicting email messages from different people writing from different email addresses at ADT Security with no clear coordination within the business or any confirmed remedy to the ongoing issue. Post Script 2: Despite many attempts to get a positive and definite response from the company they still will not take the necessary steps to resolve the issue.
Paul Brooks
STAY AWAY FROM ADT!! Interesting to see how many other people have had exactly the same experience as me with ADT. No customer support - I have sent so many emails and have been cut off numerous times trying to speak with customer support/complaints. They have also overcharged me on several invoices and trying to get this resolved has taken a ridiculous amount of time and stress. If a problem occurs with your alarm you just get repeated texts sent by a bot. Never a helpful call from the service department. I bet this review will be answered by the bot as well, with no real person to follow up and actually phone me to discuss. Ha, yes. See! I was correct. ADT have all my information on file of course but I did just get the bot reply! I don’t think they even have a customer complaints division. The biggest irony is the ADT motto is Always There. In my experience they are Never There.
Anthony Fretwell
Great service and easy installation. Easy to use alarm system that you can monitor and manage from your device. Very happy.
Christa Bradley
Horrendous customer service, for a premium price point, after many years as loyal customers. They have charged monthly monitoring fees when system is inoperable - essentially charging money for no service (nor security!) whatsoever. The other reviews are spot on - you can’t trust ADT unfortunately.
Christopher Medlicott
Very good service from ADT. Prompt, knowledgeable and delivered to spec. Excellent all round Keith Anderson
Keith Anderson
Excellent customer service, proposed the best security solution and installed fast and efficiently.
Ahsan Siddique
I can only assume they’re about to go under given their fraudulent behaviour. The send patrols around when the alarm hasn’t gone off. When I show them video camera footage proving it didn’t good they insist it did and still want to charge me the call out fee. They’ve now threatening to pass my disputed invoice on to debt collectors forcing court action. Avoid at all costs.
John F
Very happy with the security system. Good technicians.
Neena Shoukath
We paid a lot of money for our home security and would not recommend!!! We paid them off and all of a sudden they have all stopped working! They are trying to charge $220 for 30 min ONLY to have a look. No guarantee to fix them and they could go over that time and cost more money. We went through a security company to get good quality cameras and really disappointed. Night vision is also not the best.
Tara Schar