Pathetic and frustrating - Residential Sales ADT Employee Review

Pros I truly enjoy working at ADT. I have the flexibility of a hybrid schedule, which allows for a great work-life balance. The company offers generous PTO, and more importantly, actively encourages employees to take the time they need to recharge. There’s also a strong sense of job security. ADT is consistently growing, and the steady flow of new hire classes reflects that stability. In my role, I get the opportunity not only to help people start their careers, but also to coach and support agents as they grow professionally and personally. Seeing that development firsthand is incredibly rewarding. On top of that, I work with an amazing team. The people here are supportive, collaborative, and genuinely care about each other’s success, which makes a huge difference in the day-to-day experience.

While compensation is generally competitive, I would love to see more opportunities for performance-based bonuses to help employees further grow their savings and feel rewarded for their contributions. Additionally, there is some opportunity for improvement in how the building facilities are managed to enhance the overall workplace environment.

Great Product offerings that are better than competitors

Beyond subpar customer service. Customer service in many cases is not very helpful to customer needs by misinforming customers, not knowing the answers, passing the buck, and in some cases are rude. Phone sales is pushy and misleading and or do not listen to customers needs and sells them product they do not want or does not perform the way customer is told it will. TEs are overselling and telling customer there is no charge and then billing them for product, its not until later that customer finds out they are paying 100s if not 1000s of dollars. TEs are selling command cameras and telling customers they are 24 hour record cams. TEs are selling product to customers that customer does not want or need and tells them they HAVE to have it or system will not work. Cusotmer feels cornered because they already paid some money and tech is already there and dont know any better, they believe the deception. Phone sales and TE program combined is not a good program, especially in SMB. ADT is losing multi site customers daily, and losing MASSIVELY on tech upsell sales. Service techs are being demanded to make so much money a month and that is difficult to do, so they have no option but to charge customers for things they arent supposed to be charging for, are keeping bad parts in their trucks and then using those parts to tell customers their part is bad, horrible bait and switch. ADT is nickel and diming customers and not worried abotu customer satisfaction or customer retention or customer experience. I have valid proof of all of these situations. My normal day consist of dealing with customer service issues and complaints more than being able to focus on sales.