Adt Protectron - Out of Business

Was very happy when was Reliance Protectron. Now customer service very poor. Man on phone told me he "had unlimited things to do" and could not help me. Supervisor would call me in 24-48 hours!! System malfunctioning; we are going out of town & need fixed as 2 door sensors keep saying doors are open (will trigger alarm). Spent almost 1 hour on hold before speaking to unhelpful customer rep.
Will be looking for another alarm company.

It seems that their service has taken a nose dive since joining with ADT. Trying to get interactive service has been a nightmare.
I keep being told they have 'no capacity' for this service in my location. Finally, I had 'no capacity' defined to mean that there are not enough people in my locale asking for this service to make it worth their while.
ADT (non Protectron) apparently already have interactive installed locally, but Protectron ADT can't provide it.
Also, I mentioned that I see their techs locally on a frequent basis, but was told that it needs a specialist tech. However, the non-Protectron ADT says that regular techs can also install the interactive service.
They are useless. My son wants to install a security system but will definitely not use Protecron

Have never had good service from this company, but it wasn't terrible until recently. Had what we thought was a problem with our phone, but the phone tech came out and couldn't find any problems with the phone itself. Said he's seen similar issues with alarm systems, so call to get it fixed.
Called Protectron and they did a test that shows they aren't getting any signal from our system. Our system normally tells us when it can't connect, but we'd gotten no warning (hence thinking it was a phone issue). But because we called the phone company first, they told us it can't be covered under warranty because they "obviously changed something" (ignoring the fact that it wasn't working BEFORE). No idea how long our system hasn't been working (and there's a history of it crapping out for days/weeks at a time). But because we called our phone company, we were going to be on the hook for a minimum of $90 to have a tech come out.
Spent 30 minutes arguing with them until they finally said it would be free ("this time")--hence why they get 1 star instead of 0.
I cannot wait until our contract runs out so we can get rid of this system and the company providing it.

Other issues we've had:
--proprietary battery dies, they refuse to send a replacement/tech to replace it;
--system couldn't connect, took them over a week to send someone to fix it;
--have had the smoke alarm go off several times (cooking disasters, long story) but they didn't call/connect to confirm that there wasn't actually a fire (in hindsight, may have been more times with silent connection issues that we just didn't know about);
--locked in to a multi-year contract that prevents us from getting a different system, or even just removing theirs

Customer service is horrible. They will make up things to get you off the phone and just transfer you from one department to another. I had a false alarm because the system isn't working. Their solution was to turn off the zone that was faulty. No point having an alarm if their solution is to turn off the monitoring. Their retention department will tell you anything to get you off the phone. Do not believe them. I'm sure you would have better customer service from any other company, and at 1/3 of the price.

We have been with Protectron for 20 years, and since ADT took over, the service has been dreadful. There is always either a busy signal, or you are kept on a phone tree/hold for over half an hour. It is impossible to connect with a live human being. They take over 48 hours to respond to email requests -- how does this build confidence that they can handle an actual alarm? They have zero customer service. We are now actively shopping for a new service provider. STAY AWAY!!!

I alarm service with reliance protectron and signed a 5 year service contract in 2012. In 2014 adt purchased protectron. I didn't sign a new service agreement with adt, or authorize adt to continue service promised by reliant. Adt is now coming after me for balance of a contract that was signed with a completely different company. Not Happy!!

I had security monitoring on my house for 5 years with ADT. It took me several calls to cancel the service. It was cancelled in June of 2015 but they kept sending me invoices. After several calls, they admitted the error and sent me an invoice for a $225.70 credit on February 11, 2016. They told me the money would be returned to my checking account. This never happened. On June 28, 2016, I received a letter from them, asking me to provide them with payment instructions for the return of $135.42. I called their customer service line and asked them to explain the discrepancy. They told me I had to pay for January and February 2016 services. I repeatedly explained the service had been disconnected since June 2015. The representative ignored me and was very rude. Do not sign up with ADT, you will not be able to end the contract without a big headache.

Please be aware potential customers, ADT-Protectron has a bot, or potentially worse, an actual person that posts the following generic message to any service complaints on this website. No actual follow-up action ensues.

Generic Message, never with follow-up (I challenge any customer to prove this contention wrong):

"Dear valued client, we are sorry to read that our services have not met your expectations. Please let the Customer Relation team look into this further, please forward your contact info to communication@protectron.com subject HOMESTARS Thank you"

After 13 years with ADT-Protectron, I let the company know I would be switching to lower cost service provider. The company indicated it requires 30 days notice to cancel a contract. A few days later, the company indicated there was a mysterious "problem with the signal return", the first in 13 years. The company sent a service technician (François) who literally hacked away my Internet and television connection and destroyed the connection for any future service provider. I immediately asked for a follow-service call, but it was scheduled after the contract expired, and no one showed up. Considering this company?

Terrible company! Horrible customer service! Back in April of 2016 I called to get a home security system installed in my home which I was moving into in June of 2016. I explained to the sales rep the layout of my house and how many windows and doors would require a sensor to get the best protection for my home. He advised me that he would be happy to put in the order, and I picked an install date. On June 11th the installation tech came to my house without all the equipment agreed on in April. When I asked him about it he advised me that the sales rep had put in an order for a system upgrade and used the info from the existing system which was owned by the previous owners, and did not put in the order as a new customer. I was rather surprised by this and said that I would follow up with the sales rep. The sales rep, Greg called me that same day and apologized for HIS error and proceed to tell me that if I wanted the equipment originally agreed upon with my 5 year commitment then I would need to pay an additional $350.

On June 15th, four days after the install of the equipment I called to cancel and have the equipment removed. As I was within my 10 day buyers remorse period this should not have been a problem. I spoke to someone who confirmed that the order for the cancellation was put through and I would receive a call within 48 hours from the installations department to schedule a date for the tech to come in and remove the equipment.

On June 17th, 2 days after the cancellation I called back and spoke to Joel who advised me that the cancellation order had not been "approved" but that it would be cancelled as requested. I requested to speak to a supervisor who further confirmed that the cancellation request had been ordered, and then he put me through to installations to set a date to have the equipment removed.

On June 23rd, I had a tech come in and remove the equipment, and on the same day I received a bill for 2.5 months of invoicing!!! When I called the billing department they advised me that an order for a cancellation had NOT been put through! 4 calls and an abundance of time wasted, and not one person had done their job but promised me on several occasions that they had!

On June 24th, I spoke to someone in cancellations who confirmed that an order for cancelling had not been put through, and that he would take care of it. I called him at 9:00 am and as of 9:33 am all I've received is poor customer service, reps that will tell you anything to get you off the phone, and I am now waiting for yet another phone call from their Sales Department because apparently this is a process to cancel your service!

This has been by far the worst experience I've ever had with any company, and I highly suggest that nobody goes to them for their home security needs. There are 100% better companies out there!!!