It is actually 0 stars but I can’t do…

It is actually 0 stars but I can’t do that for whatever reason. Ridiculous wait times. Terrible people who you can’t hear doing “customer service.” Cancellation fees more than $1000. OH YOU WERE JUST ON HOLD FOR A HALF HOUR, I’M NOT GOING TO PUT YOU ON HOLD BUT I NEED YOU TO HOLD! Then the obnoxious music starts up again. It’s supposed to be a safety based institution but it truly seems like nobody gives a damn about the customer. Just a totally awful experience. They were great until summer of 2020 and then everything got unnecessarily technical and the repulsive pulse app which is supposed to be used to check your house while you’re away but requires you to be home to correct the fact that it never works. I can’t wait for my contract to expire and I hope that ADT goes bankrupt and nobody has to deal with such a terrible company ever again. You ought to be ashamed of yourselves!

My ADT security system has been nothing garbage…

My ADT security system has been nothing but trouble. The system does not work all the time. The cameras are junk. Even the last technician that came out to check them told me that their cameras are garbage. They never told me that they were a wast of time when they sold them to me. Customer service is terrible. You have to wait on someone to answer the phone over an hour at a time. I would not recommend ADT to anyone. I am now looking for another security company. A complete useless and horrible rip off of a company.

If I could give a 'no star" I would

If I could give a 'no star" I would. Absolutely the worst customer service I have ever experienced. Words cannot express how awful an experience we've had with ADT.

I was blatantly lied to

I was blatantly lied to. These people are so shady. I'm stuck in a 2000 dollar contract. I tried to cancel 4 days in. Insane.

Horrible Customer Service, Technical Support, Equipment

Worst alarm company with regards to Customer Service, technical support, and equipment. They work hard not to help you, read from a script, and just do not listen to their customers. The equipment I have keeps breaking, but they want to charge for a tech...they put this stuff in my home. Fortunately, I haven't had an emergency...who knows if help will arrive. I'm stuck in a contract that I did agree to, but once done, I will never use them again nor will I ever recommend them.

Better cancel autopay prior to…

Better cancel autopay prior to canceling service or they will continue to bill you

Terrible customer service

Terrible customer service. They don't know anything about the system. They hang up on you after you've waited 45 mins on hold. Constantly charging you for things you don't need. I used the alarm panel to call the fire department, they went to the wrong house

Horrible Customer Experience

I recently moved into a house that has ADT equipment installed. I called them up to find out the status of the account of my household and was told that there was still an active account on the house. I was immediately put on hold for 40 minutes and that was after a 50 minute hold to get someone to talk to in the first place. The next person to answer the phone had me go through everything I had already explained again and ended up hanging up on me before I got an answer to my question. I finally called back and said I was a new costumer only than did I get an rapid response. I found out that there was still an active account from the previous owner, but that the account would automatically canceled in a couple of weeks. Right after that I was asked if I wanted to active the account for myself. I let them know that after the customer service I had just experienced I was not going to activate the account for myself. I was in the middle of stating that I would consider it in the future, but before I could finish they just hung up on me. Needless to say I will not be considering them in the future. I feel bad for people who have their service knowing this is how you are treated. You would think that if you are trying to make a customer you would not hang up on them after my experience. I guess they really do not care if you are not simply calling them asking them to take your money. My suggestion to anyone looking into security systems is to look elsewhere like Vivint, Cove or Frontpoint all who have much higher scores here on Trustpilot.

I would not even give ADT one star if I…

I would not even give ADT one star if I could fill out the review with no stars. I started with ADT in June of 2016 with my ex husband. After my divorce I tried to get his name off of ADT and have it in just my name. After several attempts I was told the only way to get this on my name was to start a new plan and then I was told none of the equipment we had gotten was supported. That was just 4 years. I had no choice but to get the service changed and get new equipment. I just sold my house after having ADT for 5 years. I called and asked what I owed. I was asked if I wanted to transfer the service. Living in a secure building I don’t need it. She told me my final payment would be $1,131. That’s a lot. But I thought we’ll if it pays it off. So I thought all was paid off. I also changed my mailing address during this call. I just received a bill that was mailed to the old address and forwarded, not to the address I gave the agent when I cancelled. A bill for an additional $1825. Because I cancelled early. I got numerous calls when my house went up for sale wanting to have me move my service. During one of the calls I was even told when I buy again they could “just continue my service.” So I called to discuss this with a customer service agent. Anna. With zero compassion she just repeated why I owed it. Offered to resend me the contract. When I asked to speak to someone else, she said there is no one else to talk to. Seriously, I was in customer service for over 30 years. There is someone else to speak to and there should be someone reasonable!!! She then told me “the only way to WAVE the fee ($1825) is to start service where I live now.” So it it can be waved, but only if I spend more money. I am appalled that I was forced to start new service to get my ex off of the plan, and more appalled that I called specifically to get the pay off amount and was not informed properly of the other $1825. I feel like they are con artists.

Waited 1 hr 42 mins then was hung up on

I called in to find out when my doorbell would be replaced. It was supposed to be ordered 2 months ago but I never heard anything. I was shifted to 5 different people, the 5th never answered. I was on the phone a total of 1 hr 42 mins then the phone started ringing and hung up on me. The customer service is very lacking and it need to be addressed. Now I have to waste another hour just to talk with a live person to get my appointment scheduled.

I cancelled after 27 years because of awful customer experience. The 1st time I needed something, it was a disaster. Background

Background: customer for 27 years, pay automatic withdrawal once annually about $600 for monitoring fee. Only 1 service call in 27 years for battery on window sensor. Called Aug 20-keypad was dark. On hold 20 min, could not really understand the person. Called Aug 21-on hold 23 min. Set up virtual tech call--earliest available Aug 23 between 3-3:30pm. Call came about 3:30pm. Set up technician to come--earliest Aug 25 between 12-4pm. Came @ 4pm. Said panel had a surge, need new panel. Called Aug 25 to request installer for panel replacement-on hold 40 min. Loyalty program person told me panel price = $1,250. I said I have been a customer for 27 years with only 1 service call. He tries to sell me that he can offer a discount to $598. but my monitoring fee would increase. It was awful. He spoke over me. He assumed & called me (Mrs.)--what is this the 1950s? The actual term would be "Dr." It took 1 hr 45 min & I ended up CANCELLING--a procedure which by the way will take the company until the end of Sept. I had absolutely no intention of cancelling when I began that call. Called Aug 26-on hold 20min, then 4 times explained I wanted to know how to file a complaint. I was mis-directed to billing, back to screener etc. After being told there were 100 calls ahead of me in the queue, finally, I was given a 'call back' between 8-12 this morning. NO ONE EVER CALLED. Called today-on hold 20 min, requested complaint procedure. It's an address in Colorado. My conclusion: the company built a success over the years because of people like me -- free money for them basically. No issues. Now apparently, it's a top-heavy, bloated, too-big, incompetent joke. Presumably, it's understaffed with under-trained workers who are not paid enough to care. No one listened. Thank you, Dr. Olson

Don’t get ADT Security Service for your…

Don’t get ADT Security Service for your home they tell you it’s a 1-2 contract then when you go to move they say no you have a 36 month contract and you will need to pay almost $600 to get out of the contract!!!!! They are taking advantage of people!!!!

I have adt on my current house and am…

I have adt on my current house and am thinking about canceling. I tried to cancel on a house I sold a year ago and thought I was good, they have been charging me for a year on a house I sold. I spent multiple hours on the phone trying to cancel only to be shuffled around from one agent to another. We have been customers for over 10 years on multiple properties and this is the treatment we got. No money back and what I would say is all out theft. I am going to have a conversation with my wife tonight about canceling our current houses adt.

Ready to jump ship and find another company

I have had ADT for over 25 years, but within the past 5 years, they have continually gone downhill. I pay for maintenance, yet it takes an act of God to get someone to come out if there is an issue (which I cannot handle - which isn't much). Also, when dealing with their customer service, they have become rude and just want you off the phone. Ready to jump ship and find another company.

What a crazy customer service

What a crazy customer service. I’ve been sitting for 1.5 hours hoping for an answer and no one is there… give up and shut off the service. Done deal.

Worst customer service

Don't get trapped into this fraudulent company's contracts. $1500 fee to cancel if you move out of state even if you've spoken to about 10 different agents previously about the move. Being on hold for hours just to get an email sent to you (which never was sent) is horrible customer service. Company cannot find original contract but is still taking money out of my bank account without autopay setup. A week later still nothing has been accomplished. Now receiving late fees for months my bank statement shows I've paid. DONT CHOOSE THIS COMPANY!

I would give them a negative star if…

I would give them a negative star if possible. I had a contract with Ackerman which got "switched" to ADT. ADT is impossible to get hold of. I spent 39 minutes on the phone just trying to get hold of them to try to fix a problem. THis does not include the amount of time it took to talk to 3 different people and explain the problem over and over again. I tried to delink the alarm system from the police. Not possible. What is also not possible is to talk to anyone about things like adding doors to your system. If you have hours to spend on hold, then this is your company. If you expect prompt service, go somewhere else. And, don't get my started on their contract. Provide crappy service and then send people huge bills when they try to get out of their contract is how this company works.

ADT Service Has Gotten Poor

ADT was in the home when I purchased it 11 years ago. They used to call when any alarm went off- either the entry alarms or smoke/fire. They also were reachable when you had a problem. For the past year their service is terrible. I get alarms go off and I have to call them to find out why and never get someone on the line in a reasonable amount of time.

Bait-and-switch tactics…

A lot of bait-and-switch tactics happening at ADT. I upgraded my regular ADT home alarm system to be able to support having security cameras. In order to do that, I had to spend close to $1,000 for all new equipment. Initially I bought everything I needed to get a doorbell camera, an outdoor camera, and an indoor camera. After getting everything setup, they couldn’t get my doorbell camera to work properly. Lo and behold, ADT’s claim is that the doorbell camera will not work unless I upgraded my alarm panel (more $$$ to spend). So after going through 8 hours of having a tech at my house trying to figure it out, taking an entire day off work, things still won’t work properly and I have to fork out more money on top of not making money for the day. Here is where everything gets even more frustrating. My cloud that stores the recording clips filled up FAST in the first month of using it. So I decided to adjust the settings so it didn’t record when I didn’t want it to. Fast-forward a few weeks and I leave for a 2-week vacation. I came home and wanted to look at my recorded clips. Guess what? My cameras didn’t record at the time I set them to record! I set them to record from (for example) 9am to 3pm. It was recording (I assume) from 2am to 8am. I have now spent WEEKS having techs come out, spending hours on the phone with tech support trying to figure out why this is happening, and no one can figure it out. I told my sales rep to just comp me a measly $6 per month to give me unlimited video clips on the cloud. That’s only $72 per year they have to give me. But no. They would rather send tech after tech out to my property. How much are they paying these techs??? More than $72 per year. This company is a joke. I am not confident in this alarm system. I am stuck in the contract.

Going back on word.

During the time I was under ADT security, I had a theft in my front yard amounting to several hundred dollars. I called ADT regarding the the front security cameras which failed to capture images of the theft. I requested to be released from my contract during the trial phase of me period and was told I could get out. I was provided a copy of the release papers showing I owed no money over what I had already spent. They later retracted their statement saying I owed the money. They have turned me over to collection agencies in spite of my receipt of no money due.

DO NOT USE ADT FOR HOME SECURITY unless…

DO NOT USE ADT FOR HOME SECURITY unless you don't mind the following frustrations: Unexplained fees Unexpected charges Misrepresented services I used ADT for 2 years and then i had to move to another state. Because I decided not to continue in the new state, I was slapped with a $428.04 charge of disconnection fee. When I challenged the fees through customer service, they hung up on me multiple times. As a last resort, I wrote a letter to the corporate office to no avail. it has been a year and I have yet to hear from them. The bill was eventually sent to collections. I will be reporting them to the better business bureau for unfair business practice.

Called on Wednesday

Called on Wednesday, August, 24th, 2022 at approximately 0750 hours and spoke with a guy named Michael. I explained to Michael that I was looking for 4k quality cameras that can zoom in and read a license plate and see clearly any possible suspects. He tried asking me why and I explained I've been working closely with my local Police Department and getting information on what cameras and services would legit work. Michael became defensive and claimed the cameras I'm looking for cost thousands 😆 🤣 no they do not. Not when you need 1 or 2. I have talked to different businesses that offer these I was simply seeing if adt offers it. He of course said no and immediately hung up on me. Guess he realized I know what services I want. As I mentioned 4k cameras and wanting a silent panic button. You wanna capture the suspect not scare em off! I now can see why ADT has such a nasty reputation as the customer service heavily lacks. Don't bother going over anything positive about what your business offers but definitely attempt to point out my flaws lol. Nice try ADT!

very poor the customer has very little…

very poor the customer has very little control and its even worse when should they want to cancel. Adt do not wish you to cancel with fake emails or have a way to deal with this.

I waited on hold for almost an hour…

I waited on hold for almost an hour only to get an agent who literally couldn't care less about my concern. The agent, after it became obvious that he has no idea how to help, hung up on me. I am furious. After reading all of these reviews its obvious ADT does not care about their customers. I have referred so many people to this company as a realtor. Never again.

Terrible service in all aspects

Terrible service in all aspects, outdated technology. Don’t even think to deal with ADT. ‘