Adt Protectron

Formerly Protectron Security Services
Alarm Systems
8481 Langelier Boulevard Montréal QC H1P
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55%

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Reviews for Adt Protectron

Average customer rating:
5.8 10 (304 reviews)

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Private User
Private User
Private User reviews 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 customer.support@adt.ca subject HOMESTARS and we will contact you. Thank you

Private User
Private User
Private User reviews 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 customer.support@adt.ca subject HOMESTARS and we will contact you. Thank you

Mohammed Hannan from Edmonton
Mohammed Hannan from Edmonton
9 reviews Edmonton, AB

First Review

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 executive.escalations@adt.com 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 executive.escalations@adt.com 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 executive.escalations@adt.com 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 executive.escalations@adt.ca - subject HOMESTARS and we will contact you. Thank you!

Ken Lau in Sherwood Park
Ken Lau in Sherwood Park
1 review Sherwood Park, AB
0/10

Shocking customer service experience... and not in a good way.

I have been with the same company for over 10 years and ADT-Protectron bought out the company I was with last year. I had no significant issues with them until today. A friend set off my alarm opening a front door when nobody was home. I was surprised that I didn't get a call on my cell phone. When I got home, there was a voicemail on my home phone 4.5 minutes after the alarm went off. I contacted the monitoring station to see why it took so long for them to call and why it didn't call any other numbers. After the agent couldn't tell me what the protocol was or what was considered an acceptable response time was, he passed me to a supervisor who would know. This is when the shock began. Paul was about as rude a person, let alone someone representing a company in customer service, as I've ever had the displeasure of speaking to. The excuses flowed right from the start. The two most appalling statements he made: 1. It's Easter weekend so many more people are cooking, leading to many more fires. Fire alarms take precedent over burglaries or home invasions so those calls are dealt with first. He kept asking me how I would feel if my (or my family's) house was burning down and they took a burglary alarm first. I told him it was not a either/or situation as I would want a company that had enough staff to deal with both, not one or the other. 2. He told me that a home alarm is a deterrent to burglars, not to stop them from taking my property. Interesting take in that some companies like Alarm Force seem to promote that their company is about protecting people during a burglary / home invasion. Paul started getting increasingly aggressive and rude and eventually hung up the phone saying there's nothing else he can do.
Apparently the issue is now escalated and I will be getting a phone call in the next 2 business days. I'm not expecting much given how this has gone so far.

1 of 1 people found this review helpful.
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Company Response

Dear (insert name if given) valued client, 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 communication@protectron.com subject HOMESTARS and we will contact you. Thank you

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

Worst Company to Deal with EVER!!

In May 2015, I setup a new account with ADT Protectron for our new home, costing us $48/month. In September 2016, we sold our home and downgraded our services to $33/month. They gave us a few months free because they messed up our installation date causing us to waste a day.
January rolls around and we're being billed $48/month still. It's now April 2017, and we're still getting billed $48/month. I've called in January, February, March and now April. They keep promising to refund, and fix the monthly rate BUT IT NEVER HAPPENS!
They keep telling me their billing department is behind on their work orders/tickets. REALLY? 4 MONTHS BEHIND?
Can't cancel the contract either because that's a $1800 penalty!
This company is the most ridiculous I've ever had to deal with. Easy for them to take your money, but it's like pulling teeth trying to get them to fix something in their system.

1 of 1 people found this review helpful.
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Company Response

Dear valued client, 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 communication@protectron.com subject HOMESTARS and we will contact you. Thank you

Aerwin in
Aerwin in
1 review , QC
0/10

Alarm Service

Customer service is DESPICABLE! No one can ever give a straight answer and no one gives the same answer! Dealing with supervisors are worse....arrogant arrogant arrogant!
Services at my previous address had no issues and since I have moved nothing but issues and cannot get straightened out!
Would not recommend this compamy to an enemy!

1 of 1 people found this review helpful.
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Company Response

Dear Aerwin, 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 communication@protectron.com subject HOMESTARS and we will contact you. Thank you

Jolanta in Woodbridge
Jolanta in Woodbridge
1 review Mississauga, ON
0/10

Home alarm !!!!!!

Never again, I was move from Alberta to Ontario. I like to cancel but they told me to pay almost $ 2000 for outstanding contract. Then I think to transfer. They transfer but add more years for me, poor equipment more less quality what I have in Alberta. They ch..........d. Now I contact with my lawyer because I don't sign new contract he tell me I have right to cancel all.

2 of 2 people found this review helpful.
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Company Response

Dear Jolanta in Woodbridge, 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 communication@protectron.com subject HOMESTARS and we will contact you. Thank you

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

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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