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December 2024 by Sonia U
ADT Telus have horrible customer service and they do not do monthly checks on your security to make sure you are connected to them. To anyone reading this if you have switched to Rogers ignite or the new Bell fibre services where your home phone is now connected to your internet modem, you are NOT connected to the ADT TELUS security headquarters. It looks like your alarm is working from home but you are not connected. We found out through someone else about this issue and called ADT to do a test to see if we connected and we were not. My aunt had same issue and had been paying for their services for 4 years and was not connected to them the entire time. When my aunt called, she kept getting transferred, wait times are long, and she called multiple times. They would not refund them any money back.
No one knew anything or did not know how to help them. They told them a manager will call and no one did.
We were also told we aren't connected because we need to upgrade our system which is going to cost $800.00 plus. Also the monthly cost would increase to $35.00 plus tax a month which is ridiculous.
We have now switched over to another company and were able to keep all of our old wired connections and old keypad which is completely compatible and there is an option to be connected through phone line even if it is connected to the modem. No one at Telus ADT knows what is going on. The reviews speak for themselves. There are other great companies companies out there which offer great prices. Check online.
I would not recommend ADT Telus. We had such a horrible experience with them.
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December 2024 by K S
Negative 5 stars would be the actual rating I would give to Telus security. They think charging $170 for installation, when it's only a technician plugging the panel into the electrical outlet is fair! Talk about highway robbery. Also, they do not tell you that their equipment is proprietary and it's garbage once you release the truth and wants to leave them.
What's more ridiculous, when you cancel the service, they dare to want the equipment back!! The Equipment that I had PAID for!!! How insane is this company???????
I'd much rather give my money to an unhoused person on the street and know that I'll sleep better at night.
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November 2024 by Domenic Buda
Please contact me ASAP. As I would like to cancel my service, I have attempted to contact your team three times. The first time I received a call back and the agent immediately hung up on me even before a word could be said. The second and third time I waited on the phone over an hour each time, and was still unable to get a hold of anyone. I was trying to call and find out why I am not receiving any more bills for the past three months, but I am receiving collection calls for past due amounts for bills that I have not received.
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November 2024 by Mirette Makin
If I could give 0 stars, I would. Absolutely terrible service from ADT/Telus. Their security products constantly cut out and do not work and when you call customer service you wait over an hour on hold to speak with someone. It also takes over a MONTH for them to schedule a technician to actually come fix the problem. To make matters worse their technicians are not knowledgeable whatsoever, the last technician that came stayed for over 2 hours and made the problem even worse. They absolutely do not care about customer satisfaction.
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November 2024 by V k
Absolutely the worse security services to work with including their technicians in LONDON, ON. NOT WORTH the hassle especially when it comes to billing or technical support. Very poor customer service all around.
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October 2024 by Steve Lawrance
How is it acceptable to have a minimum 60 minute wait on the telephone ? The security pads stink. Set my alarm off as I could not key in the code as the pads was blank. Speaks volumes to how ADT values their clients.
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October 2024 by H N
Will never be using them again. Their technicians, customer service workers are useless and waste your time and money. Don’t use this company
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October 2024 by Niraj Sinha
Poor customer service and inaccessible technical support. Even worse after Telus took over.
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September 2024 by Kevin X
Been using ADT home security services for years and always running into issues with customer service, trash services and very unprofessional, do not recommend for this company
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August 2024 by Cory Gurevitz (CA)
Terrible. Overpriced. Terrible Customer Service. Long wait times for alarm notification. Not suitable for home protection. Now owned by Telus. Stay away.
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August 2024 by Elie Lee
I just got a call about suspicious activity at a house that is not mine, and I don’t even have ADT. So whoever’s house it was, I feel bad for y’all…
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May 2024 by catherine gagnon
Terrible service, I was taken from one person to another, a call lasting 1:45 to finally have the line hung up on me and obviously no return call from them.
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May 2024 by al eskandari
Bad customer service.
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May 2024 by Duncan Fulton
Horrible experience with ADT.1. When alarm goes off, takes them up to 7 minutes to call the phone - that is an eternity if someone is breaking in2. They don’t have a local number to call - just an 800 number that doesn’t work in some countries. So if you are on vacation and your alarm goes off - and if you miss their call - you can’t call them back. Then they send police to your house who send you a false alarm bill. Spent 3 hours on phone with them to confirm to way to call them back from most Caribbean countries.3. Frequent contact faults4. Decided to change to a local company. Upon changing the tech, they found 2 connectors in main floor (!!) that weee not actually connected to the system and all 4 window break sensors not connected.Horrible company. Go local.
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April 2024 by Matt Jones
Zero customer service. Been sending emails and calling for two straight weeks. No response.
