ADT-Protectron

Formerly Protectron Security Services
Alarm Systems
8481 Langelier Boulevard Montréal QC H1P
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57%

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Reviews by rating (past 12 months)

Reviews for ADT-Protectron

Average customer rating:
5.9 10 (298 reviews)

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YYC Guy in Castlegar
YYC Guy in Castlegar
1 review Castlegar, BC
0/10

Catastrophically bad customer service...abysmal actually

Have been trying for a week to update my credit card info for the monthly billing. Can't do it online. Tried calling but the agent at the call centre said their systems are only available for this during Ontario business hours (when I can't call in). I asked if there are any other options and was told, sorry, no. Tried emailing "Executive Escalations" and after a week didn't hear anything. ADT-Protectron's services are SO catastrophically bad that they can't even figure out how their customers can pay them. Heaven forbid I actually need them to respond to an alarm.

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Company Response

Dear customer, we are sorry to read that our services have not met your expectations. Please let the Customer Relations team look into this further. Can you please forward us the phone number associated with the security system and the best number to reach you to [email protected] subject HOMESTARS and we will contact you. Thank you

Private User
Private User
1 review Montreal, QC
0/10

Worst customer service

I have explained my problem to more than 6 representative and they keep transferring my call to others. All I wanted is to activate my system and I had to wait for 14 days and it has not happened. Would never recommend it to anyone. They keep giving false promises and I don't think they understand what is customer service....

very Low quality and untrained customer service.

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Company Response

Dear customer, we are sorry to read that our services have not met your expectations. Please let the Customer Relations team look into this further. Can you please forward us the phone number associated with the security system and the best number to reach you to [email protected] subject HOMESTARS and we will contact you. Thank you

Private User
Private User
1 review Steinbach, MB
0/10

Home security

Likely the worst customer service that I have ever experienced. System has not worked for almost 2 years. When calling in, they suggest that I PAY for a home visit by a technician - and then - my monthly bill will likely increase after his visit. Incredible that the government has put so many controls on cell phone providers, but have allowed security companies to continue to gouge consumers without similar laws to the cell phone laws.

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Company Response

Dear customer, we are sorry to read that our services have not met your expectations. Please let the Customer Relations team look into this further. Can you please forward us the phone number associated with the security system and the best number to reach you to [email protected] subject HOMESTARS and we will contact you. Thank you

Btchymama in Montreal
Btchymama in Montreal
1 review Montreal, QC
0/10

All it's useful for is a clock

The alarm sound comes from the key pad so for those with a larger home or even a 2 story please be warned that hearing the alarm can be difficult. This is concerning as you need your alarm to ALARM you!! After our family realized tgat we couldnt hear the alarm from our bedrooms upstairs I started calling to get some assistance. So far I have contacted the company 5 times... I've sat on hold for up to 45 minutes 5 times... I've been told someone will get back to me 5 times.... yet all I have now is a key pad tgat tells the time. Poor poor customer service. Disappointed in follow up!!

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Company Response

Dear customer, we are sorry to read that our services have not met your expectations. Please let the Customer Relations team look into this further. Can you please forward us the phone number associated with the security system and the best number to reach you to [email protected] subject HOMESTARS and we will contact you. Thank you

Private User
Private User
1 review Montreal, QC
1/10

Everything

Had for 5 years . Finaly canceled and moveing on , camera always had problems , battery's a are low all the time terrAble customer service . Trouble comm 103 always pop up , wakeing up 5-10 a month with alway going off randomly .. Stressful not worth it

1 of 1 people found this review helpful.
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Company Response

Dear customer, we are sorry to read that our services have not met your expectations. Please let the Customer Relations team look into this further. Can you please forward us the phone number associated with the security system and the best number to reach you to [email protected] subject HOMESTARS and we will contact you. Thank you

Private User
Private User
1 review Montreal, QC
0/10

Worst customer service

I have never dealt with such a terrible customer service! I definitely do not recommend ADT-Protectron to anyone.
I called to make an upgrade to my chalet's alarm system more than a month ago and since then had to call ADT-Protectron over 5 times and each time was on the line for over 40 minutes. They kept transferring me from one department to another. After over 5 weeks, I finally got an appointment and drove up to my chalet (1 hour away - took the day off work). The technician showed up but didn't have all the material!!! I was furious and when I called to file a complaint, I was once again transferred from one department to another. I spent an HOUR AND A HALF on the line and they ended up saying that they couldn't do anything about it!!! I will be cancelling my service with ADT-Protectron in the next month.

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Company Response

Dear customer, we are sorry to read that our services have not met your expectations. Please let the Customer Relations team look into this further. Can you please forward us the phone number associated with the security system and the best number to reach you to [email protected] subject HOMESTARS and we will contact you. Thank you

Mohammed Hannan from Edmonton
Mohammed Hannan from Edmonton
9 reviews Edmonton, AB
0/10

Home monitoring

started as reliance protectron with reasonable service, company sold to ADT--the most unreliable company. Now there is issues with billing, technical support etc. Never recommend to anyone. This is just a wastage of money

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Company Response

Dear Mohammed, we are sorry to read that our services have not met your expectations. Please let the Customer Relations team look into this further. Can you please forward us the phone number associated with the security system and the best number to reach you to [email protected] subject HOMESTARS and we will contact you. Thank you

vandit in Calgary
vandit in Calgary
1 review Calgary, AB
0/10

service

Worst service. I was with reliance protecrron for 4 and half years before it was bought out by ADT and never had issues and since it has been ADT I had to pay to move my services. Now, their panel is not working and it has been over a month they have not sent anyone to fix the panel. Also, my contract is us in few months so I spoke to someone to either end from now on since they can't send anyone to fix it or renew so I don't have to keep paying without any services. And, the manager I spoke has not put any notes in file and just right now on hold with them and they hang up on me.

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Company Response

Dear Vandit, we are sorry to read that our services have not met your expectations. Please let the Customer Relations team look into this further. Can you please forward us the phone number associated with the security system and the best number to reach you to [email protected] subject HOMESTARS and we will contact you. Thank you

Ursabear, Mtl, Qc. in Montreal
Ursabear, Mtl, Qc. in Montreal
1 review Montreal, QC
0/10

customer service

The worst customer service ever. Worse than Sears, yet they are still in business. I have never worked so hard to pay somebody in my life. Josie who says she is the only person who speaks French just hung up on me coz I didn't want to pay my bill to another company. My bill states that I should pay online to ADT Canada Inc. She says that's true but that I should actually pay it to ADT Canada Services de sécurité. Ok, fine, so the bill is wrong, I answered. She kept saying the bill is correct but don't choose that option on line. These bizarre cat & mouse games have been going on for days. BTW, forget French service. In fact, you can barely get service in English. I don't know where their call center is, but whatever miserable place it is, India is paradise in comparison. Whoops, turns out they're in Canada, just like me. I'm starting to get a bad feeling about that place, wondering if it isn't just a little over-hyped.
I have spent so much time on hold that just the sound of the awful muzak makes me want to ditch them. Why don't I? Very simple, I just coughed up 500$ up front to be treated like dirt. Judging by the comments on this site, this has been going on for yrs, management is aware of the problem, but they just don't care.
Finally Irving, who is fluently bilingual, managed to give me the appropriate info. So, it turns out that while the bill says to pay to ADT Canada inc., you really need to pay to ADT Security Services. Also, my ref. no did not appear on my bill. He gave me a different no. with 12 figures & a dash. Once I removed the dash, the bank website accepted my info. & registered the new service to my file. It took him 2 minutes to do what others couldn't do in hrs. Moral of the story, run like hell if ADT offers you security services, but if the monster catches you like it did me, ask for Irving at the call centre. He's the only one who knows how to do his job. Thanks, Irving, now I can get on with my life knowing my alarm service is paid to a whack-job, dishonest corp. that just wants peoples money & has no plans to provide them wih decent service. But at least you did your job, which makes you truly remarkable in that place.

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Company Response

Dear Ursabear, we are sorry to read that our services have not met your expectations. Please let the Customer Relations team look into this further. Can you please forward us the phone number associated with the security system and the best number to reach you to [email protected] subject HOMESTARS and we will contact you. Thank you

Chakra in Toronto
Chakra in Toronto
1 review Toronto, ON
1/10

How can you trust security to thiefs

Terrible customer service - I think they have 1 person on call at any time - I spent over 3 hours on hold 3 times to cancel my service. God forbid you actually need them for an emergency! And they increase rates randomly - well, I guess they send some letters but no reason, rates just keep going up

There are many good Canadian cos, stay away from this lot.

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Company Response

Hi Chakra, we are sorry to read about the experience you've had with our company. We would like to assist you with your inquiries. Can you please forward us the phone number associated with the security system and the best number to reach you to [email protected] - subject HOMESTARS and we will contact you. Thank you!

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More about ADT-Protectron

Headquartered in Montreal and Toronto, ADT is one of Canada’s largest monitoring and alarm system installation companies, with solutions including the full line of Protectron's products. With its network of qualified professionals specializing in the sale, installation, servicing and monitoring of electronic security systems, it serves more than 800, 000 ...
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