TELUS Smart Security - Corporate Office

The absolute worst service.We have had issues with ADT since the day it was installed. Our camera doesn't detect people half the time, we have had a few instances of intruders stealing stuff from our backyard and the camera (which is set up to detect that area) doesn't catch it. Additionally, their cameras are not in 'real time' therefore if somebody steals your package off your porch, you won't know until at least 3 minutes later (a little too late). We are currently in the process of moving and ADT said our only option is to cancel and pay a ridiculous amount, or transfer our services and re-sign a 3-year contract. We feel being locked" into a contract that wasn't clearly explained from the beginning isn't right.Overall

Absolutely horrible service. Had an upgrade in my business scheduled that was a no show. A week later I have no service and they tell me it will be 3-5 business days.WHAT???!

I have been trying to upgrade my services for a few months now and continue to get the runaround from the Cambridge office. It took awhile for them to finally call me back. Once I did get in touch with the sales representative, he was very friendly however he appears to be unreliable. The sales rep randomly showed up at my house on a Saturday and luckily, I happened to be home. Would have far preferred a scheduled appointment. We discussed what we were looking for and he left stating I would have a quote within the next couple of days. Over a week has now passed and I have followed up twice now and still do not have the quote or a timeline for upgrading my services. My first contact with ADT was two months ago on this subject and I am no closer to a resolution now than I was then. This is a very easy transaction for them so I don't understand why this is dragging on to the point where I am forced to leave a negative review. I have been with them for over 3 years but will be cancelling my services and moving to another company with a higher service standard.

Feeling very ripped off.In July I had a security system installed. The estimate for the installed system was $777. When the install took place I found out that the doorbell I had wanted could not be installed because my doorbell was not operational (I was in the middle of a renovation and it would be hooked up later). This was the situation when the salesman was there and I pointed it out to him, but he did not explain the need for the doorbell to be hooked up. I also wanted two garage door openers for my two garage doors. Only 1 was sent to be installed. The bill was $200 lower than the quote.Last week I had them come back to finish the install and add some additional items (door locks). The bill was $1300. Apparently I now had to pay full price for the doorbell and the garage opener. I asked the installer to call in and they would tell him I should not be charged. The salesman who set up the appointment told me to do this. No luck, didn’t matter. We have you now and we are charging full price.Beware their tactics and beware the lack of customer service. I will try to get this righted, but I want everyone to know they should stay away from ADT and keep your eye on your wallet because they will suck out whatever they can with no regulars for what they promised.Oh yeah, and the salesman blatantly lied about the capability of the system and the automation it could provide.January 2, 2019 Update,I have an update to my experience. I have called the ADT head office several times to try and get my billing sorted out. Every time I was told that I would get a response either by email or telephone within 48 hours. No response ever came. This has been going on for 3 months. I have not paid my installation bill and told them I would not until they sorted out my issues. The Head Office said they had contacted the Cambridge ADT office and got no response and there was nothing they could do about that. What a way to manage a company. Send a query to one of your offices, they decide not to respond and you throw your hands in the air and say, oh well, nothing I can do, they won't answer me. What a model for running a company. No wonder they are a customer service nightmare.I continue to wait for Cambridge ADT to contact me. At least I know they have to contact me to collect on their invoice.

Had to reset my router and they wanted to charge $175 an hour to have a tech come out and do a reset. Sent out a Sub that was useless and tried milking the hours. If not for my Telus discount I would dump this useless company in a second.

They don't tell you there is a contract and you are locked in for 3 years. If you choose to cancel it costs thousands.

Totally UNSATISFIED , alarms goes off itself during evening and midnight and then they call and wake up during midnight if not answered then they send us bill for their visit even fault with their own system.

Long story short: ADT charged me over $100 to replace double A batteries for a water sensor.Full story:- An alert went off in my system telling me that a water sensor was malfunctioning. There was no way for me to turn off the alert, which beeped every few minutes.- I called ADT, and they told me there was nothing they could do to help me diagnose the issue over the phone, and that they would need to send technicians over. They told me there may or may not me a charge, depending on the cause of the malfunction. I agreed, thinking it's unlikely I did something to the system to cause a malfunction.- The technicians came, and struggled to use my control panel. The control panel, which was provided to me by ADT just a few years ago, was indeed hard to use, as the screen had been gradually becoming unresponsive to touch, despite only mild use. The technicians then tried to sell me on a new panel costing $500.- Eventually, the technicians got to the water sensor and quickly realized the batteries needed to be replaced.- They told me I either had to be $100 for the service, because I didn't have a service plan, or they could wave the fee if I purchased the new control panel for $500.- This all seemed pretty ridiculous to me, particularly because I was never told of an option to have a service plan when I initially onboarded with ADT.- I accepted the $100 charge, thinking I'll be able to wave the charge by calling ADT after-the-fact and explaining the situation.- Later when I called them, they refused to wave the charge. Eventually we settled on having the serve charge cut in half.Overall, this was a terrible experience that could have been avoided by ADT asking me to check the batteries over the phone. It would have also been appreciated if ADT presented me with the service plan option when I signed up, and if they didn't provide me with a low quality control panel. Unless this charge is rectified, I'll be switching to a different security provider as soon as my contract expires.

ADT continued to withdraw money from my account after I terminated my contact, despite me paying the two months notice fees in full. They agreed that they took the money without my consent and are in owing to me, however over the last 10 Months and eight phone calls I have been told the money is being returned by cheque and it never arrives. I have confirmed the address three times. They say that they can't return it to MasterCard because the file is closed but they still have my name, number, address, and security code on file. They had no issue taking money from my card with the account closed but will not return it. It is nothing short of robbery!Also, while I had service my alarm panel sounded without being triggered and went on hour hours. They told me they would send a technician the next week! The alarm was blaring in my home. Their only solution provided was to instruct me over the phone to dismantle the system with a screw driver and knife.

Their IT system is completely broken. Their IT system and their leaders should improve their process considering what happened to me and my friends who ordered smart home security service last month. Since everyone experienced same issue , I am positive that they don’t have good leaders and team to do their job right from sales and IT perspective.I was promised a plan and contract came with different plan. I spent almost 5 hours on call different days on multiple issues to fix my contract.They were trying to make me accept different plan than fixing their problem. I felt like they don’t have common sense to ask me to pay more than what I was suppose to Pay. Since it happened to 5 of us at the same time, I can confidently say that their system and process are not good.Bad service is good example of bad system and team. It’s not even a month and their sensor is not working. I would strongly discourage anyone to choose Telus. They are worst. Considering other reviews and my experience. They don’t seems to bother at all.Note :Their team on the ground is good. The guy who installed all the devices at my house and the guy who came to fix sensor are good and very helpful.