Appalling service from Fidelity ADT and React Alarms

We moved into our new house less than a year ago, and (at great expense) had Fidelity ADT/React Alarm install a new alarm system and opted in for the Fidelity ADT armed response. We decided to go with Fidelity ADT due to their apparent reputation, which clearly was a huge mistake on our side.

Firstly it took several days for a technician to show up for the installation, which in itself took several days to complete. Then, on the first night we activated the alarm, false alarms began. Long-story short, it took the ADT technicians (several of them I should state) more than 10 visits to try and resolve the problem with the new alarm, which finally resulted in them replacing the entire motherboard and a portion of the system. This however still did not resolve the issue as false alarms persisted. Forward another number of visits from ADT/React Alarm technician, they were to date unable to resolve the issue which was present from the first day of installation.

I should add that the amount of effort it takes to try and book a technician is daunting in itself, and on various occasions technicians failed to show up or showed up hours after the scheduled appointment. The latest incident herein was where a technician showed up at a completely different address than ours, and, when this was queried with the React Alarms office, they stated that their system showed the incorrect address. This was despite several call-outs to our actual address and confirmation of our correct address on the initial service agreement and with their offices - showing a clear lack of proper administration on their side.

Finally, after React Alarms again failed to honor yet another appointment for a technician to again try and fix the faulty installation, we decided to cancel the agreement with ADT/React Alarms. This was communicated to both ADT head office and React Alarm more than a week ago, yet no response was forthcoming from them. ADT did however (finally) contact us from their head office to try and convince us to stay with them, but the lack of service from their side destroyed any confidence we may have had in ADT/React Alarms being able to provide a reliable security service.

Now, wanting to move over to a more-reliable service provider, and despite several follow-up emails to ADT and React Alarms on the cancellation request, both ADT and React Alarms are silent. This again shows their lack of ethics in providing expensive services to clients.

Please, before you consider Fidelity ADT or React Alarms for your security service provider, rather consider going with a company that would be able to actually provide you with proper security and a peace of mind when it comes to your and your family's safety. Fidelity ADT and React Alarms is NOT that company.