ADT

Just don't. Overseas customer service, equipment is junk, once you sign you have ZERO options to opt out, and even Emailing the president gets you overseas customer service. We had service on three different properties and all three had major issues. They delay things long enough to hold you in the contract, then if you want to get out they give you a lump sum that's the same as if you kept the contract. Every time you call, you get different stories and the notes on the calls are not accurate when you speak with the next person. Camera not working? We can replace it for another $150 for the service call. Panel has an issue? We can charge you to send someone out because the end user can't get into the actual software settings part. I'm now stuck until May of 2025 (36 month contracts) and ended up removing all of the equipment to avoid more service calls after the tape on the door sensors started falling off and giving false alarms. On Halloween, people were knocking on the front door and nothing from the camera, Christmas we had family over and nothing on the camera. So someone could have broken in and the cameras would have never picked anything up. Save yourself the headache and just go anywhere else but ADT. I've let my HOA forum know and will let friends and family know. I also let my insurance company know that the equipment is faulty and doesn't work as advertised and leaves the property at risk from faulty cameras and door sensors. Really wish the BBB would let me show the Email I just received "on behalf of the CEO of ADT" but I can't because of their rules. I've avoided posting here for almost two years, but after going as far up as I possibly could and this same post being explained over fifteen times to ADT, their customer service, billing, techs, and now CEO I feel like they are just out to put the cheapest product at a premium price and when (not if) their equipment fails it becomes another money grab for more equipment that is doomed to fail in you.

We recently decided to explore other options. After calling the designated line, and providing all the details to verify my identity, etc. The 1st rep "Mr. Camael" tried all the retention efforts as trained, but I specifically stated the decision has already been made. He asked if the price was the issue, as he saw a previous issue stating so. I asked him to hold, so I can review the file to answer his questions. And he hung up. I called back and reiterated everything to "John" asking if we can skip the retention efforts from a 2nd rep. He ignored my request and proceeded to ask the same questions. In a stern tone I reiterated my wishes. Online it states how to cancel (by calling *******727) it also states that any questions about a possible refund, should be asked on that call. When I mentioned this to John, he sarcastically said "well technically, I am not the one who cancelled your service. Mr Cameal was". I asked i he can reach out to his peer and inquire. And he refused. I requested to speak with a Supervisor and he placed me on hold an additional 10 minutes. The next rep to pick up wasn't a Supervisor, her name was Felicia. And it's a shame that it took ONE woman, to resolve an issue that TWO men couldn't. I am completely baffled at how horrible I was treated.

ADT cancellation process is really really hard. Their phone line's waiting time is very long for the reason of cancellation and you have to make multiple calls during a long period of time. In our experience, we have used ADT for years and their service is mediocre; for some reason we need to cancel the service. We have called at least five times since last December to request cancellation and during the calls they kept transferring our calls from line to line and we have to repeat our request time to time. At the end of each call, they used different excuse to tell us they couldn't process it right away and asked us to call back at a later date. In the last call, they told us that the cancellation date will be today and let us call back. However, on the call in this morning, the ADT customer representative told us the request for cancellation was not put in the system. We have to wait for another month to process the cancellation. Language couldn't express how rediculous this is. Either their system is broken or some of their customer representatives really lack professionalism. If you are a current customer of ADT and may cancel the service in future, please be aware that you will never receive a formal confirmation of cancellation in email or letter from ADT per today's all and expect this may take a long period of time. If you are looking for a security system for your house, I don't recommend you to choose ADT. For ADT, this is not the right way to keep your customers. If you keep doing so, your company is not far from bankrupcy.

Below is an email response that explains most of it nicely. Today, I was told that my warranty would not be honored, and that I was not eligible for refund during downtime. A complaint with the Attorney General's Office has been filed. I was a customer for 3 years. It was all fine and good until they needed to put forth effort on their end of the bargain. They're more than happy to take your money but don't think for a second that warranty program will be honored even if the malfunction was brought on by actions of ADT.

"So after I've been without service for 6 months, stood up on an appointment, stood up on elected calls from branch office (twice), and spent HOURS on the phone with every department...ADT's proposal is to charge me $1,000 & double my monthly bill. My equipment was under warranty when your company ran a "routine system update". Refer to the attachments.

This is insulting, and there is no chance I'm buying anything from your company. Honor my warranty. If not, I'll cancel and obtain a refund from March until now along with a refund for the useless battery I was falsely told to buy. My next call will be to the Attorney General's Office.

Your company isn't interested in making sure anyone is safe. It's all about monthly bills, contracts, and being forced to constantly upgrade equipment that is perfectly fine. ALL my equipment was brand new in March 2020, and would still be just fine if the phony "routine system update" hadn't taken place. This is a wash if I've ever seen one.

ADT's relationship or lack thereof with their third party vendor who handles installation isn't my problem. The equipment was under warranty and faulted due to actions made by ADT. End of story."

I went through all the pains to cancel our service that failed to work and a month later I was charged again.
I hate this company!

Terrible customer service. Talked to 3 people who seemed to know nothing. 45 minutes of my life gone

Horrible customer service. Will cancel 2 homes and q business. They lie over the phone and double charge

CALLED TO CANCEL MY SERVICE WAS PUT ON HOLD FOR 2HOURS AND 45 MIN FINALLY REACHED THE RIGHT DEPARTMENT. THEY STATED I HAD A CONTRACT THAT ENED IN 6 MONTHS AND THEY COULD GIVE ME A DISCOUNT FOR 19.00 A MO. IF I KEPT IT. IF NOT THERE WOULD BE A 300.00 CANCELLATION CHARGE. 19.00. FOR 6 MONTHS IS 180.00. THIS FRUADULANT COMPANY HAS TO BE THE WORSE COMPANY THERE IS IN MY OPINION AND ANYONE WHO GETS IT SHOULD SEEL MENTAL KEALTH... BEWARE...

I recently sold a home that I had a three year contract for an ADT security system. I read the contract word for word and on page 5, section 2 it clearly states that you may cancel your contract at any time and pay 75% of the remaining monitoring fees on your contract. I called a week ago to cancel the service and had the exact amount of the remaining 75%. After being on hold for over 40 minutes, the rep told me whe didn't have a copy of my contract. She informed me that I would have to give 30 days notice and then allow another 2 weeks for them to send me my final invoice for service. She could not tell me where in the contract that these parameters were stated. I then informed her about page 5, section 2. She said "hold on, I am reading your contract". Ten minutes go by and she finally says she has to transfer me. I then (for the fourth time) have to start over by giving my name, address, ect. To another rep. I then inform her about my issue and said I just want to cancel my service and pay the remaining 75%. I started to protest and she hung up on me. So you are telling me that if I buy a house that has an ADT security system installed that the former owner has complete control over the system for another six weeks after we have closed and the deed has been recorded? I still have access to the system both online and my phone app. That is absurd and scary. I contacted ADT via their online chat, explained my situation and they said I would have to call the cancellation department back and they could not help me any further. Absolutely ridiculous! I am now having to set aside another hour away from work to be able to call and start the process over, with no guarantee that they will cancel and charge me 75% of the remaining balance due just as it STATES IN THE CONTRACT. I am a real estate agent and will NEVER recommend that my clients use ADT again. Awful company, inept cancellation department and horrific customer service.

No
One will come out I have ask and call and email they just want to troubleshoot looking for new services

ADT is a company full of people who all work from home and know absolutely nothing about anything! I would not recommend ADT to anyone!

I've had adt for 3 years! They take your money but suck at canceling your service! 2 plus hr wait! The service also sucks and is very expensive!

They have the worse service and customer service around! You can not even get a supervisor on the phone! DO NOT PURCHASE THIS! Now I can't even sign on to my account to send a receipt!

Equipment is terrible and sends false alerts. They have bad customer service and a 3 year contract that costs a lot to break.

I spent hours waiting for customer service. Cancelling the contract was a nightmare. This is the worst company I have ever dealt with.

Don't spend your money here! They don't know what they are doing. Poor run company. They just charge you for service address you don't live at.

I have been hung up on twice, transfered 8 times and been on the phone and on hold for almost 2 hours now. Again this was just to get a return label.

Nicole Ledbetter is sales rep at ADT serving the frisco Tx area. She is a cheat and racist rep. All she cares about his her commission. Beware

I absolutely hated how long I was on hold I don't understand why you can't leave a call back number but my overall experience was very good.

Trash if they had an option for no stars and trash cans I would give them 5 sorry excuse for a business

DO NOT TRUT ADT! They will lie with a 3 years contract they will change your paperwork and after you call so many times they will hang up and not answer your questions they lie DO NOT TRUST THEM

ADT gives you a lot of FREE stuff! It probably only cost them a few bucks. But hey, we love free don't we? After that they have you sign a (insert sarcasm) 65 year contract, which you of course do.

We just moved out of state, I called ADT in April to cancel my service. The cancellation fee was about $800 or I could continue to pay my monthly bill until my contract was up in May 2018. I told them that was not okay with me. I asked to speak to a manager. But there was not a manager who could talk to me. I argued for some time and they finally said that they would cancel my account. I then told them to put in my notes that I wanted a manager to call me back, so that I could verify the cancellation. Well, let's just say that ADT is not top on my list of things in life to remember and no manager EVER called me back. ZERO stars for customer service.

Fast forward to July 2017. I noticed a charge on my CC from ADT, so I looked into it. I have been charged every month since I called. My next phone call started out pleasant, but then it got nasty.

I called ADT again, finally got a manager. She was a nice robot. Polite and apologized several times. But (and I do understand a contract is a contract) nothing was resolved. I'm still having to pay on a system that I no longer use until May 2018. Or I could transfer my ADT service to my new home. She was kidding right? I told her that there was no way I was using ADT ever again and that I would be giving no so good reviews on every site I could find. She did say that if the new tenants signed a contract with ADT, that I wouldn't have to pay anymore. I then said, "So if the new tenants go with another security company, which I hope that they do, I would still have to pay until May 2018?" She said yes. Am I the only person who thinks this should be fraud?

I would not recommend ADT to anyone. There are a lot of good security services out there. Including Brewer Security Solutions, based in Florida. Which is who we use now.

If I could give ZERO stars I would. This customer service is unacceptable.

After 13 years as a customer they want to charge us $1000 to cancel our service that is not working for us. A real rip off.