ADT Security Services — Local services in Shoreview

UPDATE I originally gave this 1 star, most of the reasons you can see in my original post, but the installer called me shortly after I completed the survey and put me in touch with tech support. They were unable to help me over the phone and sent out a tech to fix the issues. The new tech was very efficient and professional and addressed all of my problems. I changed my rating from 1 star to 5 stars because they were quick to respond to my feedback and did fix the things that they could. I would still only give the system itself about 3 stars in terms of function and capabilities and 2 stars for value. I still have buyers remorse and wish I had waited for this system to mature a bit, but that’s on me and I do appreciate the sales and service response to my concerns.

—ORIGINAL— Serious buyers remorse. I have been happy with ADT for years so I decided to stick with them but thought it was time to upgrade. I replaced Pulse with Command at a cost of about $2,000, including agreeing to extra labor to move all of my devices over as I had a lot of lights and locks plus thermostat, two garage doors. It was the techs first day alone and he was clearly not ready to be working alone. By evening I told him I would finish the installation myself, it was coming on to 7PM by then and there was still a lot left to do. I was also frustrated that he had no idea how to use the hardwired contacts which I already had converted to work with a wireless panel when I replaced the original Vista 10 with DSC. Now instead of the flush Mount contacts he stuck new surface Mount contacts on my doors. And not even the mini surface Mount. Now that it is in, I find it is dramatically less powerful and flexible, lacking the ability to do many of the things I liked most about Pulse, particularly with home automation. Overall a horrible experience and ridiculously expensive to end up with a weaker system. My advice is stick with Pulse or use...

1 star for the staff and service at this location. For the initial appointment (for a quote), the sales man never showed up because it was never put on his appointment list. A week later he calls to explain, which was fine. I understand it was a mistake. But then he showed up very late on the day of the appointment. And after that he added a “hidden” cost to our quote (it was for a monitor). I had to ask him about it and he told me it was not necessary to buy. He then took it off our quote. Our appointment for the technician to come set up was for one month later. It was for 8AM-12PM. Once again, nobody shows up. I call the location to see what’s going on. The receptionist tells me the technician is currently doing another job.... ok. I ask when he will be at our location, she says 1PM. At 1:20 I call again because he still isn’t at the location. The receptionist is incredibly rude and SNAPS at me when I tell her I’ve been waiting for 5+ hours. The technician finally arrives and he says we need internet for the installation. I’ve spoken to two other people that work here before this appointment and none of them told me I needed internet on the day of the installation. All of them had asked if I had internet, but never told me it was needed on the day of installation! How ridiculous is that.. Bottom line is, just be prepared to deal with people who don’t care for their customers. Sadly there is no other ADT location near me and I have no choice but to stay with this location. So...

Had ADT for about 16 months. During that time I went from using it frequently to not at all. While the service itself is likely fine, I'm very unhappy and feel swindled by the sales process and service. I was shopping various security companies prior to selecting ADT. The sales person who came to go over the potential install and upgrades told me I was able to get the service without a contract. I didn't want to be locked into 3 years and I said that sounds great, he was really pushing it when he realized I was leaning towards another company. To his credit, he won that exchange. I digitally signed under the false impression I would not be under contract; about 2 weeks later I looked it over more closely and realized I had been lied to. I didn't call ADT, I didn't complain, I just accepted the service and moved on. It was what it was but I did feel salty that I got taken for a ride. As of this morning I had decided though I really didn't like what had happened, I called and didn't make any excuses and just was charged a $700 early termination fee to get out. I will now use another system, but I write this review as I hope someone reads it and really pays more closer attention to the sales person and do not let anyone tell you that you'll get into service without a contract. It was principle at this point, and it's one that...