ADT

Once you sign up, you're locked into a multi-year contract! NOT worth what we're being forced to pay! Biggest. Mistake. Ever!

System stopped working still kept charging me for 6 months and customer support team is extremely rude.

Cameras break, you spend hours on the phone and no one knows anything. Don't waste your money. Sucks

Ashley has excellent customer service. She was able to assist me via phone with easy and patience. Supper knowledgeable

ADT customer service is VERY RUDE. They hang up on me, transfer me to an another department, and just plain rude.

I have been an ADT customer for more than 2 years and having such customer service is huge let down. Background: I have service plan added to my account for no cost where ADT will not charge my account for tech visit. I was given a word by account manager that the tech visit will be of no charge on my account. Issue: I have recently started receiving sensor errors and unpleasant beeps. I called customer service to help me troubleshoot. They tried but they were not successful so I requested for technician visit to resolve and troubleshoot the issue. The rep said it will a charge for the tech visit. I mentioned about the service plan and ADT account manager gave me a word on no charge tech visit. But ADT was not honoring their word and they said it will be $59 visit fee. Keeping the original issue of sensor error and unpleasant beeps I spent more than 5 hours to explain about the service plan and no tech visit fee. Both the issues are still not resolved. I feel I am cheated by ADT and I am super disappointed with ADT. Lesson learned: what you agree on please have it in writing from ADT rep. Do not rely on their word. They will say anything to make a sale.

ADT Customer Relation department is also of no help. They keep on repeating the same thing over and over again like a parrot. Time to look for other security monitoring systems.

I WOULD NOT RECOMMEND ADT. I WOULD RECOMMEND TO PAY FEW EXTRA BUCKS MONTHLY AND GET A BETTER SECURITY MONITORING SYSTEM.

Had to relocate before 6 month period and wanted to cancel the service because was too complicated. However, when I called I was told I could relocate at a reduced fee and get same service. That was a lie, didn't tell me the equipment had to be brought to new location by us. We never did get even same service provided at original location because we were not told to bring equipment and continued paying for reduced service. Then decided to cancel anyway and it was past 6 months and was jerked around 6 times this morning and was transferred to 6 different "representatives" and just trying to pay the cancellation fee that the first representative, Monica Bledsoe, two days prior had told me the amount and transferred me to Manuel in billing. When I told him Monica transferred me to him to pay cancellation fee, he stated he wasn't in cancellation department and I had to wait for an email with amount because it would take 30 days to process the cancellation. The next day I received an email with a higher amount. So this morning I started at 8:08 CDT trying to dispute the higher amount I received in the email. I was transferred 6 times and each time I had to wait for a call back and it's now 12:15 CDT and finally was so frustrated and just wanted to end the whole fiasco with ADT I paid the higher amount sent in the email! Plus I'm a senior (75 years old) and was not told of discount for seniors nor satisfaction guarantee of no penalty within 6 months. Tried to cancel when relocated because so complicated to view who was coming around house. But, talked me into to a reduced rate of a few dollars and waved relocation fee. DO NOT USE ADT. Not worth the hassle!

I am happy to share that ADT did the honorable thing and refunded payment to us! Thank you ADT! Happy

Horrible customer service. I have been waiting for a refund for over 60+ days. Get wait listed, whever I call for refund.

Worst customer service. Please don't sign up. No customer service. After you purchased the item. They don't $#*!en care about you

ADT takes money from elderly dementia patient on an account canceled 23 years ago without repayment.

ADT is the worse company, Terrible customer service and very unethical business practices.
I had 4 –5 months ongoing problems trying to get someone to fix the camera system at my house. I had this system 2 years. They have set up more than 7 different appointments for me but they keeped rescheduling, they said they didn't have technician come out. But when they want you to sign contract, they tell you a different story.
I have to spent at least 1 and half hours on the phone talking to customer service each time over the 4 months. After that they replaced the equipment and finally fixed the problem. But the technician told me, they use old model for my house, and now this model has been phased out. They don't use anymore. (all those information the sales person never tell me when I signed contract with him.) That's why my camera system stop working, they have very few technicians who can fix this kind of system. Plus, they have to replace the main equipment to make it work.
I got scammed by them due to the language barrier because English is my second language. I called costumer service request cancelled then they threaten my contract to me. They ask me pay more than $650 for cancellation. I already paid $854.64 at first beginning. Plus, monthly fee $72 every month. Under the cover of the contract, they can charge whatever they want.
Here is another problem, my garage door opens automatically, this problem since first begining of 2020. I called, they came couple time to fixed, but now after they replace equipment, my garage door automatically opens and closes again.
I have full time job, each time when the technician come, I have to request off. Because they only work Monday – Friday.
I don't have time to deal with ADT. This is worse company. I will fill complain with BBB and protect my rights.
Stay away from this company, their fees are super high and the contract are very long, no service. The most terrible thing is to deceive. Don't choose them.

I have been an ADT customer for more than 10 years by default since they bought Brinx. I recently upgraded my system to new panels. They tried to upsell me several items which I declined. At the time of install, the tech presented me with a Google Nest Hub, a product like Alexa, which I declined on the phone when I made the order. I did not need it. When the tech showed up for the alarm install he put the Nest Hub box on my kitchen counter. I asked about it and he told me it was a gift (quote: consider it a late Xmas present") and that he would help me set it up. He apparently changed his mind and told me that set up is not something he helps with and something I do on my own. 2 hours later I get a statement telling me they charged my card $120 for this $79 item that I never asked for and which was presented as a free item for my $1000 plus upgrade. He made new changes to the already signed contract to treat it like it was agreed to and sent it as an uneditable PDF. The billing department that I waited 45 minutes to talk to just now told me I agreed to it, when I did not. He even included a recital with a box checked off that he helped me sit it up and install it which was another total lie. As usual, when I called to complain, it was the usual 45 minute hold, talk to 3 diff departments, and after talked to billing who did NOTHING, now transferred a 4th time to "Accounts Management Dept" and facing a 72 minute hold. They reply to all their horrible reviews with "we are very sorry," but they are NOT sorry. They change nothing. DO NOT USE this company. Find a local alarm company with ethics. These people are the worst of the worst. They will make no effort to fix anything. They do not care about you. They will also slide 5 year clause into the contract which is an absolute disgraceful way to treat 10+ year customers who upgrade. You are asking for trouble if you use this dishonest disgraceful company. Whoever the CEO is should be absolutely ashamed of him/herself, same for the customer service manager who should also be fired.

I inquired with ADT for a quote on a system, had to give phone number etc, expected a call or email although I really just wanted to gather some info and pricing that should have been easily available on the website without consenting to phone calls and emails. Got a call the following morning(Today) and it was terrible. I explained several times that I just wanted info on pricing not appointment with a technician but instead the salesperson (Danielle, I believe) instead insulted me by stating pricing required approved credit, although I DO have outstanding credit I am a cash buyer and am not relying on credit but there was no need to even discuss that as I just wanted pricing. I asked for another salesperson because I did not appreciate the direction of the call and she tried to end the call with me, I asked then "Does ADT not want to sell me a system because I asked for a different salesperson, is there no other salesperson available?" She informed me other salespeople were available but they would just provide the same info, so finally she did not get me another salesperson and I told her I would not be signing with ADT and ended the call. I cannot believe a company that has been doing this for as many years as ADT would treat someone they no nothing about like someone that cannot afford or qualify for their product, I cannot believe lack transparency to the point that you cannot get a price on cameras without agreeing to have a technician in your home and I can only assume allow them to pull credit. Horrible, horrible sales and customer service and I happen to know sales as I have been in sales management for the last 25 years. It seems they probably lack both leadership and training if I had to guess. I am just glad I realized how bad they treat potential clients before I actually became a client.

I had a camera issue and it took ADT 7 visits to finally resolve the problem. The sad part is that it wasn't ADT that resolved the problem, it was I, who did the troubleshooting all on my own. I finally figured out it was the power cord from the camera that goes up into the attic that had gone bad so I had an ADT technician bring me a cord to replace the bad one.

The camera finally worked, but they charged me $63.87. When I called them, one agent told me I should not have been charged and he transferred me to the billing department, where I was told that the agent I spoke with gave me wrong information.

I then called back and spoke with another agent, who told me that the reason I was charged was because the camera was replaced, but I was clearly not charged for that job number. Each visit is assigned a job number and the job number I was charged for was the one that replaced the power cord so they would not refund my money.

Another technician told me the reason I was charged for was not because the power cord was replaced, but because the technician had to go to my house even though I had never paid for a technician to come out to my house before and I had this service for many years.

This upset me a lot so I decided I didn't need to keep paying for a service with that level of dishonesty so I called to cancel and oh my God, it took all day to do just that. I would be placed on hold and they would never pick back up. I was also transferred several times and no one would answer. It got to the point where I started to believe it was going to be impossible to cancel my service with ADT.

The last time I was transferred I was literally screaming to the guy that answered and he finally helped me even though he was not with the cancellation department and each agent before him assured me the only way to cancel my account was via the cancellation department.

Finally, the guy that helped me told me I was going to be charged one more time for next month because I needed to have given them a 30 day notice to cancel the service.

Well, I'm done with ADT and I don't recommend this service to anyone!

Security cameras constantly timeout, and require a manual refresh. This makes them utterly useless for streaming cctv. What is even the point?

Forget about motion capture video. The sensitivity settings constantly fail and need to be reset. Useless.

Break-in sensors keep going off for no reason. One even went off on a window next to a TV we were all staring at. We shut off the alarm ASAP, and ADT still needs to call and interrogate us. No, the batteries are brand new. No, no one touched the window. No, we are not brainless idiots. Thanks for your condescending services.

Fire alarm went off for no reason, and we had to explain to the fire department why they don't need to kick down our door.

Constant advertisements flooding my emails. But it is getting troublesome dividing emails related to my account from their spam.

Door bell battery exploded. I replaced it myself after many difficulties trying to find such a non-standard battery.

I was so miserable after roughly 8 months, that I called in to end the service. They put me on hold for half an hour. The agent that took my call was apologetic for the rough time, but insisted that I try to stay on with them.

Look- STOP advertising stuff to me, and STOP trying to prolong the call hoping I will change my mind. I have already lost a significant amount of time, money, and brain cells to this service.

I have to pay the remaining balance for the 1-year contract. I was prepared for this, and accepted.

And now I cannot pay the bill. I go online to pay it, and it says I cannot submit a payment that exceeds the bill by $100. Well, my bill is $300, and if I try to pay $10, I get the same error message.

So what now, do I just sit here, unable to pay my bill? Is my account going to close, but the bill goes unpaid and I just get penalized here? Does this "pending payment" note mean that the charge is automatic? Is this nightmare never going to end?

Do I call or initiate chat with them, and wait another 30 minutes to an hour while they spit advertisements at me? I guess I am going to have to before they start making money off of me via shady late fees. I sure hope the charge is simply automatic, and is the reason why I cannot pay my final bill.

ADT has only been around for 148 years; maybe they just need more time to figure out how to not be complete scum bags.

While you feel great having the system, anytime you have to call for anything it is a HORRIBLE experience

I called in May to cancel my service because I was moving. I was told my service was canceled and there is nothing else I need to do. I had a long conversation with the rep about football and being a Tampa fan and him trying to talk me into keeping my service. I did not want to keep it because I was moving and I was hoping my new area would have a different alarm system company I could go with.
I received a call at the end of June letting me know that I was 2 months behind paying for my service. I tried to tell the rep who called that I canceled back in May and was told there was no record of my call. Convent that I can recall the conversation with the rep and the length of time I was on the phone but they have no record of my call...
I have tried to contact ADT on 5 different occasions. VIA phone and chat. On one call I was on the phone almost 2 hours and transferred 8 times and then hung up on. I am still paying for service on a home I do not own and all I get is transferred and the run around. I have asked for supervisors to call me, I have put my number on hold call backs because the length of the hold times and I still have not been able to cancel. If I do not hear back I will contact the BBB and anyone else I need to in order to have them cancel my service. The kicker is, I didn't even get an account with ADT. I hate this company. I was with Akerman and without notifying me or given the option to drop my service, my account was sold to ADT. I recently learned that ADT pays their reps higher salary based on being able to obtain and keep customers and lower if they lose customers. Maybe if this was not their practice, I would not have this issue. I want my service canceled and a 3 month refund.

My grievance revolves around the misrepresentation of information regarding the transferability of my security system equipment upon relocating to a new residence.

I engaged ADT's services by purchasing security equipment valued at approximately $1,000. During the sales process, I was explicitly informed that I would own the purchased equipment, and in the event of relocating to a new home, I could seamlessly transfer the security system to the new location. The assurance provided by the ADT representative was a significant factor in my decision to invest in their services.

However, when I recently attempted to exercise this supposed ownership privilege and transfer my equipment to my new residence, I encountered a starkly different reality. Upon calling ADT customer service to arrange for the relocation of my security system, I was met with a frustrating and disheartening series of events.

Firstly, I was informed that I would need to purchase an entirely new set of equipment for my new home, contradicting the initial assurance that I owned the equipment and could transfer it. This inconsistency not only violates the terms of our agreement but also puts into question the integrity of the information provided during the sales process.

Adding to my dismay, I spent an exasperating hour on the phone with ADT customer service, enduring a series of transfers to different employees. Regrettably, none of these representatives could provide a satisfactory resolution to my predicament. Moreover, when I requested to speak with a manager to escalate the matter, I was informed that no managerial personnel were available at the time.

This runaround and lack of access to higher management have left me feeling not only betrayed but also severely inconvenienced and stressed. Moving is already a challenging process, and ADT's failure to uphold the commitment made during the initial purchase has significantly exacerbated the difficulties I am facing.

In light of these circumstances, I am seeking your intervention to address this matter and ensure that ADT rectifies the situation promptly. I believe that as a consumer who relied on the information provided by ADT, I am entitled to the promised benefit of owning and transferring my security equipment without being subjected to additional, unanticipated costs.

I hope this complaint serves as a cautionary note to prevent similar occurrences for other consumers who trust ADT's representations.

I used ADT for 4.5 years. Never had an issue, never had a break-in. August 2023 the motion sensor alarmed inside my home while I was away. ADT called me on my cell phone but the call did not come through. My backup was called and replied 'I think she's out of town; call the police'. ADT decided to cancel the alarm for some unknown reason, to this day. 5 hours after the alarm went off and I awoke for the day, I looked at my cell and saw numerous calls/texts from ADT and also my backup. Looking at my outside security camera I could see window screens on the ground, obviously someone tried to break into my house. After numerous calls to ADT, I finally screamed 'call the police' which they did and the police promptly arrived. They called me back to say a mother bear and her 3 cubs had broken into my house by jumping through a closed glass window. I was informed that they often return to the food source and I needed to get home and block the opening into the house.
One of the customer service ADT personnel that I reached that morning told me the alarm was turned off because it was a 'temper alarm'? I never got a straight answer that was understandable at the time of what a temper alarm was. ADT uses remote phone monitoring; I could neither understand the language or get an answer.
After taking care of the mess and damage; ADT was always on my list and needed to be dealt with.
I called numerous times requesting a supervisor or someone in charge: the answer was always the same; "there is noone here at the moment, someone will call you back tomorrow".
Noone ever called me back.
I proceeded to hire a new security company and when I called ADT to cancel and actually was able to speak with an employee I could understand, I was told 'so sorry that happened' and you will be charged close to $400 early termination fee.
I wrote a detailed letter to the Supervisor of the Billing Department stated why I should not be charged the early cancellation fee, but to no avail. I was billed, I paid and now I want to communicate to anyone looking to put in a home security system to SKIP ADT.
What kind of service do they provide? None.
Could have been much worse, my house could have been emptied, my life could have been in danger if I was home or an actual intruder entered the house. The possibilities of what might of happened are huge and should never have occurred.
Tough lesson.
SKIP ADT

SLOPPY, INCOMPLETE INSTALLATION;

FOLLOWED UP BY RUDE, UNHELPFUL TELEPHONE STAFF.

CAN ONLY HOPE ANY STUPID BURGLERS ARE FOOLED BY THE SIGNAGE.

We have had ADT for almost a year now. Our camera's do not record, our sensor on our side door, half fell off. We can't use our alarm system because anyone can break through the side door, and the back door because it is malfunctioning as well. What good is the alarm if it wouldn't work nor would the camera work to record? It says it wont record because we run out of data space, and we need to go through website, log in, and change our settings. We did that, still couldn't get regular recordings. We are in and out of our home multiple times a day, the only recordings that have been saved since December is Aug. 15th, Aug. 20th, Aug. 24th, and August 27th... don't get yourself screwed into a contract with this company. They will come out and fix their equipment one time then talk about charging you for the next time they need to fix their equipment that is failing.

Now here is the kicker, they say your stuck with this service and if you want to cancel before your contract is up, you will have to pay 75% of the remaining contract. This says to me that they know their product is not great and they want to sucker people into a contract that you will end up paying for that will not be useful to you in the least.

Save yourself the headache and money, look else where for your home protection. The one star is for the guy that sold us the policy. He was a great sales man he just works for a company that looks out for their share holders more than their customers. They find more suckers that will buy into their plan, like us. We bought it thinking it would help my combat vet feel safe, but it doesn't work, so it is useless to us and we are paying for a product that is useless to us.

They come install. Rush to get out without properly testing and then refuse to service. 2023 RIPOFF