Security System Installation reviews in Earth City, Missouri

I am pretty sure I received the worse customer service ever from Secure 24. I do not write reviews but the horrible way Secure 24 handles business is almost fraudulent. Once you have signed your contract and made it passed 3 days, they do not care about your services. I tried to cancel my service after realizing ADT would not work for me. Due to wifi, the camera continues to go on/offline and now have been completely down for 48 hours. I called the actual ADT Saturday to cancel and was told I have until Monday to make a final decision since both are not open on weekends so it does not count, only business days. Monday came and the first two people Josh and Richard said yes this is the last day. Richard pretended like he was going to work to get it cancelled and needed to call me back. Never received a call back, but when I called again, Will and Luis said Saturday was the last day and I should have left a message. Will was so rude and unprofessional, he did not care one way or another. You can truly tell the call center does not value good customer service or serving their customers. A manager, Dylan, finally called me back after reaching out to the sales rep and ADT. Still no help and continued with the lie about me having to Saturday to cancel regardless of what anyone else has told me. Their website even states M-F!! Do yourself a favor and do not go with Secure 24. I do not see how ADT still allow them to be an authorized partner. Once they bide you to a 3 year contract, they do not care. I am pretty sure if someone treated them like this, they would be highly offended. Again, I hope this review finds anyone who is researching and thinking about adding Secure 24. DON'T!!!! Good customer service goes a long way regardless of the real concern, and they DO NOT have it! Leadership needs to step up and make this a quality partnership and service across the board like I assume it once was.

Customer and Technical Service is poor and inconsistent. Unfortunately we moved into a home that already had ADT equipment. I looked at switching to another company, but the cost to switch was significant. It's hard to feel stuck with a company you would rather not do business with and seems content with poor customer reviews and ratings. If you are looking for security, I would not recommend ADT.

Warning do not use ADT! There is zero customer service after equipment is installed! They also hard sell after they arrive to install equipment. I'm locked in a contract for two years or I would cancel them now! Buyer beware!

the worst company i've ever dealt with, i moved from one address to another, a sales rep come to my home to reinstall the equipment. i had the equipment for a couple of months he said the equipment was old, he couldn't use it he made me buy new equipment. he said i had to pay $1100 and i would only pay $52 a month. adt has been taking $21 out of my account for the last six months. i've called adt at least 50 times i had a sales rep on the phone with me. he was yelling at adt. he said hes worked over 30 years and has never seen a customer being treated the way that i've been treated. he advised me to get an attorney. this company has stressed me to the max. nobody seems to know what's going on. they made me purchase new equipment. they took the old equipment, he told me that i would have to install the equipment myself or pay $1100 they're still charging me a flex pay for the old address that i asked them to remove my debit card off of their website. both accounts are active i have constantly called. nobody knows who can help me, adt they don't communicate with each other you'll have one person say that i am correct and then the next person will say i'm not correct and there's nothing that they can do. i'm paying for service at two houses the rep that came into my house he has the wires all over the walls. he didn't put them behind the walls. the outlet outside is constantly coming out of the wall because it's just plugged in there. he didn't screw it down so the wind blows it out he has all of these cameras pointing in areas of the outside that i don't need but he said i had to buy them. i can't even see anything with the cameras at all. i called to see if they can send somebody out to adjust them and fix it for me, but they won't send anybody out. i've spoke with managers the resolve department. and i've gotten no help at all. i have a ulcer in my stomach and it's been flaring up every since i've dealt with adt. i need help!!!

Had a salesman walk by and offer a free installation and camera and all you gotta do is start paying monthly didn't mention anything about contracts or anything the second day we had it it woke me and my family up at 11 at night with this sharp ear rape sound I asked to have it removed and cancel our membership (text messages of me telling them to cancel) I proceeded to call adt and ask to cancel to which they said if I have proof telling them to cancel before my 3 day was over then they will wave it. The thing just doesn't work and there's no way I'm paying 70 bucks for this month when it didn't work and they're saying I may have to pay a 1,800$ cancellation fee?

I took off of work for a scheduled appointment with a technician and they did not show up. This is the third time this has happened in the last 6 months. Their customer service is horrendous and I continue to have a product that does not work. I cannot take a fourth vacation day to schedule an appointment for someone not to show up.

Prior to the installation of new windows on my home, I called ADT customer service to schedule an ADT service person visit on the day after the installation was completed. I wanted to make certain that each of the new sensors would be installed properly on each window and approved by an ADT tech. My first contact was with an ADT phone support person 3 days prior to the scheduled window installation. All went smoothly and a service visit was scheduled for the day following the installation. The ADT service rep, KB, arrived on time and proceeded to install the new sensors, test, and reset my control panel settings. He also offered some great advice on accessing all of my other sensors when changing batteries in the future. He worked quietly, making sure everything worked properly. He also did a nice job of cleaning up after he finished. Overall, the entire event was handled in a professional manner. Hats off to ADT and especially to their serviceman, KB. He made it a 5-star ADT customer experience for me.

Mediocre alarm system. Staff is friendly but incompetent . We've had to have them come back 3 times since we bought our system.

This company is the worst security company I've ever seen. Do not use them, buyer beware, they lie, don't back products and hold you to contracts and no service.

Bad equipment, high pressure salesman!

ADT installation vendor Secure 24 has a serious customer care problem in that they are only open M - F, 8 a.m. - 6 p.m. Central time. If you have an issue within your first 90 days of installation, you're out of luck. If you try to escalate an issue, it will go nowhere and the Director of Installation, Kyle Homar, will not take your call. CEO Kevin Tihen is also unreachable and customer service will tell you they do not have his contact information. You will be stuck speaking with low-level supervisors who, while trying to be helpful, are not at all helpful.

Bottom line, this is a very small group of people who do not seem to have the professional maturity or infrastructure to put customers first; they are not available to support after 6 p.m. or weekends. If Secure 24 is who ADT says they use as their installer, DON'T GO WITH ADT, FIND SOMEONE ELSE.
Secure 24 is ADT's installation vendor in our area. Saturday, April 10, only 12 days after Secure 24 installed our ADT alarm we had a hardware malfunction. We were out of town for the weekend, thankfully, only a three hour drive away, because ADT said they could not re-boot the alarm because it was still under Secure 24's 90 day contract time. We called Secure 24 four times Saturday, leaving two panicked messages before I googled them to find out they are only open M - F Central time. We drove the three hours back to the house to spend 15 seconds fixing the problem with ADT on the phone.

We called Secure 24 Monday morning (because they still had not called us) and spoke with CS Rep who was not aware that we had left two messages on Saturday but said she would escalate the issue. Five hours later, when we had not heard from anyone at Secure 24, we called again. Different CS Rep said he would escalate to his supervisor who was still on break for 20 minutes. Called ADT again and they said it was Secure 24's problem to fix, transferred us back to same CS Rep at Secure 24.

A low-level supervisor finally called us to apologize but could not do anything to help (we had already fixed the issue Saturday) so we said we wanted to cancel the service. They said we could but would charge us the remaining 23 months of the contract. We reminded them that they had already violated the terms of the contract when they were not available to help us with an emergency on Saturday. We asked to speak to his supervisor (Director of Installations, Kyle Homar) but he was "in meetings" and going home at 6 p.m., like a professional leader in a customer-facing organization does (not ever do!). Kyle refused to take any of our calls. Basically, Kyle Homar hid from us and left his lower-level supervisor to deal with us.

For your own safety, I was stay far, far away from Secure 24 as they do not seem to take customer care or safety very seriously. Why ADT is using them is a mystery but it says a lot about ADT that they have such unprofessional vendors operating in their name.

Our system was installed 5 years ago and one of the sensors indicated a low battery. It also indicated a low battery in a sensor that I had previously replaced the battery. On Thursday I called the 800 number and was told a technician needed to address the problem and scheduled one to come Friday. The technician (Zack) arrived right on time and he could not have been more polite and efficient. He replaced the batteries in all sensors as well as the large battery in the master panel. He was finished in a short time and was as pleasant as anyone I have ever met. He is a true credit to your firm and now is one of the reasons I fully endorse your service

In the midst of a global crisis where people are getting laid off and ADT is requiring 30 days notice to cancel... Basically stealing $40.00 from people that need it right now.

Everytime i have to deal with this company by phone it is frustrating. I just received another phantom bill which stated that i owed 2 months of billing. I'm on automatic billing and I was very concerned that my coverage would lapse. As it developed I was current but I was on the phone for 15 minutes waiting for an answer that wouldn't arrive. This happens sporadically, not every month. The operators in the call center have no idea how to fix this. Frustrating!

Long story made short. Tim from ADT called me for months wanting to set up an appointment for someone to come out to my new home to talk to me about how ADT could help secure my home. I put him off talking to him for a good 3 months telling him that I need time to close on the new home and move it. I told him when to call me back and he did he said for me to set it up they take a refundable deposit of $100 and if I chose to go with them they put it to my account and if I don't then they refund it back to me. I trusted him so I said ok, they took my money. Man came to the home late for the appointment to start with then told me all the things I was told on the phone was wrong and for him to hook everything up that day it was going to be around $1K. I told him I can't do that I would just like to do some more homework he said he was sorry and he understands. I asked how do I get my $100 back he said I will close your file and they will send me a check in the mail for it. I said ok thank you. At this points we are over a month after the meeting at my home and no money. I called the man who set it up the first time that I talk to for months and keep getting v-mail. I then called ADT main office they have no clue who Tim is and can't help me. I call Tim from a different number he picks up first ring, I asked him about my money he said I will note your folder for them to send it. I said need a number to call just in case I don't get it. He said I don't have one. I pushed and pushed he finally told me a number I then call this number and the lady that picks up pulls my folder and says you aren't getting a refund you didn't get our service. At this point I am HOT!! I told her I was told I would get my $100 she said I will have to listen to the calls I said do you know who Tim is she said yes I asked her to get him on the line with us, she said no I am not doing he said she said I will listen to the calls. I said I would like for you to do that and I will wait on hold because I was told I would get my deposit back from Tim and the person who came to my home. I was on hold for over 30 minutes for the rude lady to come back to the line to say sorry but we aren't going to give you the refund back that you were never told that. I asked her how many calls did she listen to and she said the last one I told her me and Tim spoke for months and that we talk about the set up and refund on more than just 1 call and I don't think we even spoke about it on the last one due to the fact we had already been speaking on the other 10 calls we had with each other. She said I will check with my manager about the refund she puts me on hold again then comes back to say he approved it we will send the refund back to you. So after being lie to, taking my money, wasting my time for over 3 hours on a Saturday and then wasting my time on the phone for over an hour when I am trying to work I finally am getting my money back... stay away from ADT sales people....

We had a security camera system installed over a month ago and were never shown how the dvr or cameras work. I called my sales guy Brian S. several times for help. He made two appointments with me and was a no show for both appointments. When I called him out about it, he told me to figure it out myself and then hung up on me.

I spent nearly 45 minutes on the phone with an ADT salesman. As a first time customer (but not first time user) I was in between two companies for my home, and the ADT salesperson made unsubstantiated promises to me in order to close the deal. He then had his manager approve each and every upgrade and perk I was promised. I wrote down word for word what was promised by the salesman and then further reconfirmed by the manager. I will include the list below but The main things were: ALL windows and doors protected, 2 key fobs, free fire/smoke protection, extra credits for any extra equipment the installer recommended, and repeated over and over "no out of pocket cost whatsoever."

Unfortunately when the installer arrived, I was presented with a $1,300 bill! I showed him the notes and the things I was promised and he played off that "it's not in my notes" and "I don't know what the salesperson told you, I'm just an installer" and "maybe the salesperson used the wrong terminology, it happens all the time."

I agree that it's not the installers fault, however ADT has recorded phone calls of my conversation with the salesperson AND HIS MANAGER and many of the promises they made to me were completely unsubstantiated. I am a very thorough person and I not only had this discussion, but repeated the discussion with the salesman and manager for absolute clarity. I asked about things like window openers vs shock sensors and was promised I'd have all windows covered with shock sensors.

We talked about a thorough plan on the phone only to find out that I have to DOWNGRADE my family's safety to avoid a $1,300 bill. AND I was presented this $1300 bill AFTER the ADT installer already drilled a hole in my wall and installed the panel so I felt stuck.

I sadly downgraded my families safety and got the price down to $89.86. This is still $89.86 dollars out of pocket which was completely unexpected and not what was promised. Now I'm out $89.86, and feel less secure than the security I was promised on the phone.

The other lie was the price. The guy quoted me $48.99/month for cellular protection and told me I didn't need the pulse app to arm and disarm the system. The app is "free" they say but really it's $4/month because the price this guy presented me with was $52.99/month.

The reason I chose ADT over FrontPoint was because the security of the two systems seemed similar, but the bottom line install/equipment price was cheaper with ADT (according to my sales person). Now I regret this decision that I'm stuck with for 3 years because ADT seems completely and bullyish.

Please let me know how you'd like to remedy this situation.

I have been a customer of ADT for 15 years. I had great service at my last two homes and my business. Recently, Nov 2017 i moved to our new house which also had a ADT service already installed. I called for a transfer of service from one to another. Since the install, I have had nothing but issues with faulty service. I have yet to get anything resolved and with being here less than 2 months, I decided it would be best to find another moniter service. I called ADT and they claim, yes they claim.... I am under a 3 year contract and if I want to cancel, they will charge me $1,900. or I can pay $90 per hour to see if they can resolve the issue. I would never recommend this company nor do I think this is even ethical. They are total bullies and think because of there size, they are going to force me to pay. I will be contacting everyone I need to to to get this resolved. I would also say beware to anyone thinking about getting service with ADT... BAD NEWS!

I got an email that my parents home ADT Bill did not go through on Auto-Pay. The reason my parents card was declined is that they recently died! As the only remaining relative, I called to have my credit card added to the account and put my name and phone number as the contact in case of any problems with the vacant home. I got hung up on by the first rep. When I called back, I got a guy with a mouth of marbles I could not understand and told him the problem. So he took my new information, and then told me I could sign up for a year contract. Just as other reviews mentioned, they want you to force the new homeowner to take over your contract or YOU have to pay 75% of the remaining contract!!! I told him the service was over 10 years old, this is not a NEW CONTRACT, I just wanted to assure their bill was paid. He said any changes made created a new contract. I told him my parents just died, and the house is for sale. He told me I was alive, and would have a new contract!!! I told him he could keep his alarm system and the unpaid bill! He transfered by to a line to terminate the existing contract where I had to send in death certificates, etc. I was on hold over 30 minutes when I finally hung up! If this is how they treat long term customers who want to give them money, think about how they would treat an emergency!!!! Go to ANY OTHER security company! I have MONI for years and never had a problem with them being fair to all customers.

If I could give negative stars I would. I have now been calling in to cancel my services for 10 months and I am still getting charged monthly fees for a home I have not lived in for over a year. I have called multiple times to cancel and each time I agree to the cancellation fee and they say it will be reflected in the next statement however I continue to be charged. Finally, I asked for an email to be sent to me confirming the action that was being completed and they told me their email was down. Apparently their email only works for billing...

I urge anyone considering ADT NOT to contract with ADT, find another security company. Seriously, let my experience serve as a cautionary tale. The contract is impossible to break even if you sell your home and move out of state into a building that does not permit ADT installation. ADT requires that you buy out the remainder of your contract or get someone to take over the service. To add insult to injury, the customer service reps are very rude and take pleasure in knowing they are screwing consumers. This is an absolutely shameful company. Buyer beware ADT, just google ADT class action lawsuits and take a look at why so many consumers are fed up with ADT.