$$$ and a subpar app
I recently purchased a new home and installed the ADT system because I travel a lot for work and wanted the peace of mind that my house would be protected. The tech walked me through installation and setup and at first, everything worked great…until one day when checking a notification from my back porch camera the app came up with the white screen of death. Only a tiny gray arrow in the bottom left corner appeared and did absolutely nothing when pressed.
Ultimately, I had to delete the app from my phone, redownload it, and reconfigure my notifications and settings afterwards. That worked…for 3 days, and I had to do this all over again.
This will be the THIRD TIME in 2 weeks I’ve had to repeat this process, and now my alerts and notifications don’t appear until hours later.
I almost regret getting this ADT system. What’s the point of dropping several grand on a security system that you can’t even use?? ADT, customers pay a lot of money for installation and for security each month. Surely you have the funds and ability to at least create and maintain a working app? If not, what the heck am I paying for?
Ultimately, I had to delete the app from my phone, redownload it, and reconfigure my notifications and settings afterwards. That worked…for 3 days, and I had to do this all over again.
This will be the THIRD TIME in 2 weeks I’ve had to repeat this process, and now my alerts and notifications don’t appear until hours later.
I almost regret getting this ADT system. What’s the point of dropping several grand on a security system that you can’t even use?? ADT, customers pay a lot of money for installation and for security each month. Surely you have the funds and ability to at least create and maintain a working app? If not, what the heck am I paying for?
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Response from developer
Thank you for reaching out to us! We’re sorry to hear about this experience, and we would like to further assist you in getting this resolved. Please reach out to us directly at Alwaysthere@adt.com. Please include the address/phone number to the account and a copy of your post.
Cumbersome, not good for seniors
I recently had to change my internet router. Figuring all I would need to do is go into the app and update the settings to connect the app to the new network (name change) and all things would work again. I was majorly incorrect. When the network changes because of internet equipment failed, such as my router, or you change internet providers just updating to the new network is not enough. You have to basically reinstall all components, delete old and add new, like the initial installation. For me this meant dragging out a ladder to climb up to a camera mounted 15 feet off the ground. At 72+ years old that is not an easy nor fun task. Especially when it requires standing on the ladder to push a button on the camera for almost a minute. The it took 4 phone calls to support and 2 scheduled virtual calls to get things working again. Oh, and at the time of this writing I am not sure if the front light schedule works or not, I have to wait until tonight. I may have to call support again tomorrow and possibly schedule another virtual support call. ADT, have you heard of account automation. Store the info regardless of the network. Put in in my account info in say… I don’t know… the “cloud” on your servers. Your only saving grace are the personalities and service provided by you support folks.
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Response from developer
Hello. We're sorry to learn of this upsetting experience. Our team would be happy to assist you. Please email AlwaysThere@adt.com with a copy of your review/concern. Please also include the phone number and address associated with your service. Thank you.
Worst Security Company
ADT Security is the worst. DO NOT GET THIS SERVICE and save yourself the headache. They literally charge for every piece of equipment (OVERPRICED) even the sensors even though they advertise as equipment comes with the plan when they are selling the equipment. Then they will pass you off to Safe Haven, the worst company of all times. You can never get a hold of anyone. They came and installed my equipment and a day later the equipment stopped working. I paid for thousands of dollars of equipment that was broken and they refuse to take the equipment back even though it had not been 10 days, and I was unable to reach anyone from Safe Haven to fix the equipment. Now I have a bunch of broke equipment and had to get service from another company. This company is absolutely the worst and I have never experienced anything like this before. They do not have a 30 days grace period for their contract as advertised, you only get 72 hours which is just enough time for the equipment to stop working and for you to get a hold of someone after the 72 hours have expired. I am very disappointed!
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Response from developer
Hello. Our sincere apologies to learn of this unsettling experience. Our team would be happy to assist you. Please email AlwaysThere@adt.com with a copy of your review/concern, along with the phone number and address where the service is located. Thank you.
Tech and Security Issues
WE CANNOT WAIT 7-14 days to receive Assistance since our lives are being endangered by a neighbor that continues to disconnect one of our cameras and when he figures it all out he will share it with other neighbors. When Will tech and the security teams send a report of the continued breach of our cams since mid last year (2023) and continues to this very day, on to our internet provider and our local police department so that action can be taken. I am ready to co tact our State’s Attorneys office over this matter. We have not been able to record on one of our cameras today since 2:54pm and oh how it took advantage of it. He is also disconnecting the ARLO cams we have so don’t think ADT is alone in this matter. We do not have the $ to hire a pro tech we are retirees. We have these cameras because the police said to provide proof of trespass, property damage and harassment we must have video proof. Well! Where are the reports?
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Response from developer
We're so very sorry to learn how you feel. If we may assist you with anything, may we please ask you to email our team at alwaysthere@adt.com with a copy of your concern along with the full address/telephone number of the services. Thank you
ADT mobile app works okay, but...
We love the convenience of the smart phone app and have used it for some time on our home security system. Recently, we upgraded an older ADT system in another location where the occupant only uses the phone app to arm and disarm the system. She is usually not inside when she arms and disarms. Today, she armed it while still inside, then opened the front door to leave. Note she did NOT arm it via the panel. The system delayed the minute set before arming and IMMEDIATELY sent an alarm alert due to a door opening and closing while armed away. It seems when arming with the app, opening and closing a door AFTERWARDS is not allowed. The system will only allow arming, then leaving if it is done by the panel, not the app. A subtle difference but makes sense when you think about the normal sequence of events will be different for the 2 arming methods. I do not recall being told or reading about this difference and learned it the hard way. Fortunately, the alert came to my phone in the first minute and I was able to disarm and clear the alarm before police were dispatched.
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Response from developer
Thank you for sharing this experience. We appreciate the review and feedback.
Slow slow slow
I regret getting ADT and this is app is a huge factor in it. I thought it was slow to notify me of movement and to load videos, because of my slow internet, but no. Whether I’m in 5g or not, it still is very slow to load the 30 sec clip. I get notified of movement trigger on my camera about 3-4 min after it happened, which is a safety issue for me as I live alone. What really solidified my dissatisfaction is getting a Ring camera to monitor my cats entrance. I get notified within seconds of the movement on the Ring and it always catches it. I don’t fully understand why some things trigger ADT and some things don’t (I have it set to notify me of animals). Another frustration is not many videos are saved and still don’t understand why chicken can be saved but a human or car won’t be. Also, when you get a notification of movement and you go to open it, sometimes it goes to the live and not the 30 sec clip. Once you click it, that 30 sec clip is lost and you can’t view it (if it was one of the few that saved). Overall I regret getting sucked in and paying $70+ month for a video camera system that is way inferior to $8/mo ring.
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Response from developer
Hello. Thank you for the review. We appreciate the feedback so we can work to improve on the services we are providing.
New ADT user
You have to realize I have my own camera system set up and I’m already using a Ring doorbell. I got a deal through my home insurance to get the equipment etc. at a cut rate. There was already an old ADT system in the building that didn’t work. The installer was a really friendly guy. I didn’t really have that much to install, I didn’t need the cameras and I didn’t need the doorbell. So I needed a bunch of motion detectors, flood detectors, door detectors, and window detectors.
Given that, for the week that I’ve been using it, it does exactly what it supposed to do. I can arm it for when I’m away I can arm it for I’m at when I’m home. The fact that I can’t hit a panic button when I have my cell phone is probably a good idea, considering I can accidentally jiggle my phone and hit the button. Having used home automation for a long time, you can’t expect seamless integration between different platforms anyway.
You have to give them credit, they could’ve completely fallen off the map but there seems to be some effort put into making this a functional system. It’s clear that they are not riding the newest wave of app security systems, but that’s not what I needed and it does exactly what I wanted it to do.
Given that, for the week that I’ve been using it, it does exactly what it supposed to do. I can arm it for when I’m away I can arm it for I’m at when I’m home. The fact that I can’t hit a panic button when I have my cell phone is probably a good idea, considering I can accidentally jiggle my phone and hit the button. Having used home automation for a long time, you can’t expect seamless integration between different platforms anyway.
You have to give them credit, they could’ve completely fallen off the map but there seems to be some effort put into making this a functional system. It’s clear that they are not riding the newest wave of app security systems, but that’s not what I needed and it does exactly what I wanted it to do.
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Response from developer
Thank you so much for your feedback and for being such a wonderful part of the ADT family. If we may be of any future assistance please do not hesitate to contact our specialists directly at 1-800-238-2727.
Can’t log in
Today when I downloaded the app, I tried entering in my username and password, but it wasn’t working
Don’t even think about buying an ADT system!
It is almost worth the almost $3000 it would cost me to have the whole thing removed. It has had problems since the day it was installed. Four calls to customer service = one tech finally scheduled. The equipment is junk, has a delay between recordings so all activity is not recorded. The equipment is only slightly better than the Pulse cameras I used to have with ADT. I wish I had purchased my own system and installed it myself then I would have control of the system. The software does not accept changes, once it finally takes the change it won’t save it. The software does not have enough choices and I can’t just go to the web site, I’ve got to download an app. I can’t change things on the app, have to go back to the web site for that which directs me to install an app. Customer service has hung up on me with a polite hold then disconnect. If it happens three times it’s not a coincidence. The alarm goes off in the middle of the day, the night, whenever it wants and it wasn’t even armed. Now I’m stuck with this junk for five years or pay $3000 to scrap it. I Hate This System!
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Response from developer
Hello. We are so sorry for the amount of frustration these concerns and experiences have caused. Please email us at Alwaysthere@adt.com with a copy of your review and the phone number / address for where the services are located so we can assist further. Thank you. -Andrew
Safe and Secure
I would recognize for anyone living alone this is best thing for feeling secure and especially at night. It lets me have a good night’s sleep. I would recommend at least a camera on each side of your house. If you heard a noise you can check your cameras without leaving your chair. This is the safety part. You don’t know what is out there. It could be so and you can call someone for help. If you were to go out and there is nothing you could still fall, no phone, no help.
The ability to arm or disarm remotely is wonderful. Say I have it armed and someone you were expecting came to the door and had access to enter by viewing the camera you can verify it is the person you were expecting and disarm. Your gone for a few days and when you leaving you forgot to set the alarm you have ability to set the alarm. When I go to the grocery store, I can stay in my car and disarm thereby freeing my arms for groceries .
The ability to arm or disarm remotely is wonderful. Say I have it armed and someone you were expecting came to the door and had access to enter by viewing the camera you can verify it is the person you were expecting and disarm. Your gone for a few days and when you leaving you forgot to set the alarm you have ability to set the alarm. When I go to the grocery store, I can stay in my car and disarm thereby freeing my arms for groceries .
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Response from developer
Thank you for being such a wonderful part of our ADT family and for sharing your awesome experience with us!
