HORRIBLE CUSTOMER EXPERIENCE EVERYTIME

While you feel great just having the system, anytime you have to call for anything it is a HORRIBLE experience. Even the Rep. that came out to install the equipment was horrible to deal with. The equipment is great, but dealing with the company overshadows it all and makes it not even worth it.

Cancelled my service over 6 months ago

Cancelled my service over 6 months ago. Just got a bill saying it is still active. Have called 3 times to resolve it. They keep transferring me to different departments. I was just told my account has not been cancelled and I have to call back a 4th time to talk to the account department to cancel it.

Worst security system ever

If I can give a 0 star I would have given it..those people have the worst customer service ever. Also they lie a lot. If something is wrong with their system you have to pay someone to come and check it out

I have been with ADT for about 5 years…

I have been with ADT for about 5 years and before October of '21, had no major issues with them. I called them 10/2 to transfer my service to my new address. I asked if the equipment would be transferred. I think he stated that they had to install updated equipment. I immediately told him that I didn't want anything other than what I already had and the price that I was paying for monitoring. At no time other than that was equipment or pricing discussed further. The installer came on 10/9 and installed the equipment. He only briefly spoke about the equipment, only speaking about the windows and doors. I didn't notice that there was a equipment charge until Feb/22 after I noticed a strange charge from them on my credit card bill. The first ADT rep was very rude.When I asked her about the addtnl charge, she told me it was an equipment charge for $1399. I told her that this was the 1st time I had heard about this, she replied that I had signed a contract. I told her I dad not, and when I asked for a supv, she rattled off an 800 number, too fast for me to write, then hung up. I called beck numerous times and got ping ponged to several irrelevant depts. I finally was contacted by them and this rep agreed that the signatures on the 2 contracts were totally different and that she would pull up my initial to see if she could figure out what was going on. Well, that didn't last long. She sent me an email that got "recalled/unsent" and never called back. Her number goes directly to vmail now. About a month later, I get a call from a rep with an attitude from the onset. She basically had the air of an enforcer, and told me that she doesn't se a problem with the signatures and that I signed them and that there was nothing else that she would do. I express my disdain in the manner that she was speaking to me and asked for a supv, to which she implied that the bucked stopped with her. I then told her that if I could not speak to anyone else, I would be ending this call with her.

We just purchased a home in Alabama and…

We just purchased a home in Alabama and received an email from Joshua at ADT (Business Development) saying there was existing ADT security wiring in the house and if we were interested, they would provide the equipment, diagnostics, sensors, and install for free. Sounded great! All we would need to pay for is the monthly service fee. The installation man came out and discovered there was no wiring and the cost would be over $2,000k. The sales department also sent a contract right away for 36 months to lock in a rate of $47/month BUT the CONTRACT also said that the fee can INCREASE at any time during the contract! So glad we caught this before signing!!! ADT sales totally wasted my time and their installers time and gas! DO NOT USE THEM!

THIS IS THE WORST ALARM COMPANY…

THIS IS THE WORST ALARM COMPANY EVER—COMPLETE SCUMBAGS…. I WILL BE NOTIFYING “EVERY COMPANY/FRIEND” I KNOW WHO HAS THIS SYSTEM TO DUMP IT….

I would give zero stars if I had the option

I began trying to close my account with ADT on 25th March 2022. Today is 8th June 2022 and I might just have succeeded. Their administration and customer service is appalling and they put every obstacle possible in my way, to what end I don't know as it only made me more determined! I inherited the system from the previous owners of the house but I would advise anyone looking for a home security system to avoid this company like the plague.

DONT WASTE YOUR MONEY AND TIME

Do yourself a favor and just get Ring, avoid having yo pay money to a company that doesn't care about their customers. ADT is by far the worst company I've had to deal with. I was charged a fee (that was not disclosed to me over the phone) to have one of the cameras looked at and it stopped working AGAIN a few days later. I called to cancel and I was lied to about the fees to scare me into keeping it, rep was hesitant to explain to me the charges after I told her I knew the amount she had told me was incorrect. Also the mobile app is trash, it lags and it'll stop working all the time. DONT WASTE YOUR MONEY WITH ADT!

Untrustworthy sales and horrible service

I had a protection one system, it was getting quite old. After ADT bought out to Protection One, I was told that ADT had a better and more up-to-date system, I used both with smart home features. After much trouble purchasing the new system, I had my system changed to the new AT&T system. If I had to do over again I would've kept the old protection One system or change to a Rng system. My experience with ADT from day one to the present is horrible in every aspect. The salesman sold me items that were not usable with the new system, he misrepresented what it would do and didn't know much of anything except how to sell. Upon installation I was told I needed to pay more money, for the items that were usable, as the salesman had not included them in my bill. I did not yet know that they were have no purpose for me The installer did next to nothing to inform me on how the system worked and left no owners manuals. Upon my request the salesman sent me some links to information that told me nothing. The connectivity between the home systems in the alarm is very poor and much worse than the old protection one system or a ring system. The system will arm with doors or windows open, which can be a problem due to the slow connection between my homes wired sensors and the ATT controller. The controls in the house are basically useless as you need to use the ADT app to do most operations of the system. After paying for a year service in advance for the new system, ADT kept billing me for the old system. I have made many calls to resolve this but it is still not resolved. I told the sales manager how unhappy I was with the system and the fact I was being billed for the old system, he said he would take care of the billing and set up an service call, to try and resolve some of my issues with the system. The billing was not resolved and the service call was never fulfilled. To this date they have over billed me over $200 and sent me a credit for about $41. BUYER BEWARE, the contract you sign, eliminates you being able to get out of this horrible service and system for many years.

No business ethics, zero customer service, no respect for their customers

What can I say about ADT after 17 years as a loyal customer, nothing good. The customers service can only described as patchy at best. After my horror experience when cancelling my contract, I have to question their lack of integrity and 'sales by omission strategy ' when asked direct questions. My Floridian home insurance company went out of business and my new insurer required both smoke and burglary monitoring. I contacted my provider ADT, after a lot of phone calls and two service calls, they figured out an upgrade to the current system was not possible and I needed a complete new system. When I spoke to the agent we had a long conversation regarding why I did not want to enter into a new 36 month contract. I then asked the question 'what happens if I sell the house'. The answer was 'you can cancel' which is true, however, I had made my concerns very clear regarding a 36 month contract you would have thought the agent would have been professional and covered the 75% cancellation clause. Yes, I am aware, the clause is buried in the very long contact. When I sold the house I receiving a $1,400 plus cancellation charge. I made lot of phone calls and emails. Everybody flatly refused to listen to the sales call and just kept saying this is a valid charge. Companies are quick to use these recorded calls against the customers and not so quick to use them to provide any sort of customer service or quality control. Eventually my complaint was escalated to Corporate customer relations and I was offered a 25% discount as a good will gesture. I offered to pay the full amount if they reviewed the sales call. They then tell me they had already reviewed the call and it appears it was not a genuine mistake by the agent but it is ADTs policy not to fully disclose the cancellation terms and conditions at the point of sale. They say 'the agent was correct when she stated that you could cancel if you sell the house. When you call to cancel the service, that’s when ADT would inform you of the Early Termination fee'. ADT will tell you that you can move your service to your new house, great if you move within the US, if you move out of the country even to a country where ADT operate it,s a flat NO we can't mover your service. They will also tell you if the new owner of the property activates the system within 24 months you will be refunded your money, do they have the right business ethics and integrity to do this??? After nearly 150 years in business you would have expected ADT to have mastered basic customer relations and business integrity. Clearly this is not the case. If you are going to sell yourself as the market leader at the premium end of the market, you need your service to match together with business integrity, ethics, transparency and a genuine care for your customers.

AWFUL customer service and follow through

I have been an ADT customer for several years. I updated my system and even had a doorbell camera installed. My camera went offline 5/10. I had a support call 5/14 and was unable to get it fixed. She scheduled a 5/16 virtual call at 7pm. He called at 7:30....was super unhelpful. Put me on hold 15 min to schedule a service call.....to fix my equipment. I was told they would call 30 min. before arriving....since the 1-5 time frame doesn't work AND he'd note to make me the last appointment.....they called from my door at 1. After much discussion with a customer service rep SHE rescheduled me for June 1 noting afternoon AND last appointment. May 31- I followed up....only to find my appoinment was 6/2 at 8 am! Not doable..... I canceled. She then rescheduled me for 6/9 at 1-5 slot. 6/2 I got a 9 am phone call from my home saying they were there!! WHAT??? Called today to check on my 6/9 appointment....only to find THAT had been canceled!!! I can not talk to a supervisor or manager....I think they are the GREAT OZ. I have been promised phone calls and emails, received NONE! This is the WORST customer service I have ever received!!!!! I just want my camera ONLINE!!!!!

Want it noted that ADT won’t come to my home to fix their smoke detector.zero customer service. If my home burns down I just wanted it noted that on 06/06/2022 I was told no one will be comming to our

Told by ADT that they won’t come to our home to get their equipment to work.

Worst customer service I've ever had to deal with

If I could rate this company lower than 1 star I would. I canceled service because I sold my home. Called ADT and had services canceled and turned off on 6/3/22 to end at midnight that night. I was still getting notifications regarding doors opening, locking, and the house being armed etc. I then get a call stating that a burglar alarm has been tripped from ADT. I explain to them that I have already cancelled service and sold that home which they can see on their end of their records based on the conversation I had with the representative on 6/3/22. They begin to start telling me that they are going to charge me for an additional month after originally telling me they will waive the 30 notice cancellation clause. Then they state they are going to charge me for false alerts when I NO LONGER LIVE AT THE HOME. 2 and half hours later of being transferred to different departments 30 times which is not an exaggeration I counted I was still charged a prorated amount for "service" and still get notifications regarding the system of the home I don't live in. Do not use this company their customer service is absolutely terrible and they apparently lie and try to charge you no matter what and basically refuse to end your service. I'm ready to take legal action against this company for their shady practices.

I was with this company for a year and…

I was with this company for a year and half and they could never get my security system working right. When they installed it, the tech did a mess of a job. It was never connected to ADT for monitoring and not to a power source. So the battery ran down. Call company, they send out a lazy tech he didn’t want to do anything. He changed the battery and that’s it. Of course 3 months later the light in for low battery again. Call company, tech comes out changes battery and want to drill holes in my ceiling. Nope. I wii never use them again. Charge me $750 for canceling service that never worked.

Adt was not helpful trying to adjust…

Adt was not helpful trying to adjust the volume on my key pad. Kept giving me run around a question after question. So if you want to k now anything about your panel? Just Google it within seconds you'll have your answer. I will never call them again with questions about my key pad. Good grief!!!0

We feel trapped in our contact

We feel trapped in our contact. We have two cameras and one of those two quits working on us probably 85% of the time. We have had technicians come out, used a virtual technician, and repeated all the steps we've been given to fix the problem on our own so many times that I can't count them. For the longest time we refuse to have another technician come out because you have to pay every single time they come out even if it's the same problem that they have been unable to fix for over a year now. We are paying for two cameras to be up and running at all times yet one of them works so infrequently that there's no point to even having it. No matter how many times I have called about this and reported this our bill remains the same. One time during the entire ordeal they took $25 off of our monthly bill and that's only because I complained repeatedly that we were going to have a technician coming out to fix something that has already been "fixed" multiple times. We finally gave in and decided to have another try at having a technician come out. We were finally able to schedule one on a Saturday because our work schedules don't fit in the times during the week that a technician is available. In fact, the times of technician is available during the week do not fit into anyone's schedule who works normal daytime working hours. We were told he would come out between 1:00 and 5:00 today. We set aside those 4 hours and even gave an extra 30 minutes and started making plans for 5:30 on tonight. Now we have received a phone call saying that he would be late and it would be between 5:30 and 6:00. We were also told that if we were unable to still be there when he got there that they could reschedule it but that they would not reduce the price of having a technician come out even though it is completely not our fault that the appointment today would be missed and it's already going to be an inconvenience for us. Add to that the fact that it's been an ongoing issue for over a year and we're still being charged for a technician to come out. That is horrible customer service. not to mention that when I called to find out why he was going to be late and if he can move up the appointment I had to speak with five different people, being transferred from person to person while being on hold. ADT is a decent service until things don't work like they're supposed to and they are absolutely no help at all and will still charge you the same amount regardless of how long your equipment hasn't been working. Is it honestly okay to charge someone full price for something that hasn't been working most of the time since you've had it. At least if you buy a car that's bad there's lemon laws to protect people. I'm just stuck with this until my contract is up and then I'll go anywhere else. I should have read reviews online first because a majority of the ones I read are all bad.

I had cameras fitted b 4 Christmas …

I had cameras fitted b 4 Christmas now not worked properly since then I have rang so many times told an engineer will come now after 10 times no show and never can speak to any one who wants to help me get this sorted is absolutely disgusting then have the cheek to send me a bill for the cameras so if I was u never go with absolutely useless

Don’t waste your money! It’s a trap!…

Only option is a multi-year contract costing thousands. No cancellation options unless you buy out your contract. The security system is okay but not worth the money we’re being forced to pay. Biggest mistake of my life!!

Terrible

Terrible. I have had adt for about 3 months They have been back to the home to tweak the system at least five times They installed a system but did not put up smoke alarms. They came back to do so and it was flawed. They have came back to fix garage. Window sensors etc. every trip was based on their incompetence on previous visit

Worst service and customer support

Worst service and customer support

Horrible

Horrible They rob you Isn’t worth it at all

Trash 🗑

Trash 🗑 They just kept increasing my monthly bill. I’m trying out Vivint now who is offering more updated technology with HALF the cost and no contract. To have the name ADT means more than the cost and technology.

Terrible service all around

I have a 10 yr old system. It stopped working 6months ago. We have called & Apparently the system needs an upgrade. None of the techs that come can fix it or have the equipment on hand to fix it ….How’s that for poor planning on their part. They showed up once unannounced. The last time , 30 minutes after the tech left an ambulance pulled into our driveway because of ADT’s mistake (there is a charge for false alarms). We canceled our service on a conference call months ago. It wasn’t processed. We called again and it’s finally canceled but in the contract it says 30 day notice - even if THEIR alarm service isn’t working…YET, they refuse to credit back the 6months of NON SERVICE that their own records show. They even charged me for this month with no service (how’s that for customer service)! We have spoke to numerous agents, reps and managers and they are all unprofessional and uncooperative. Zero business ethics. Zero Service on our system =highway robbery with a 6 month bill. Look at their reviews. They aren’t good.

Use anyone but them

TLDR: actively and repeatedly LYING during customer service call. Dishonest and obnoxious account handling. Had adt for 7 years, and had pretty bad service during that time: setup was painful to arrange and required a lot of personal work from my end despite paying a technician, after install, lots of annoying automated calls for random things unrelated to home security. Lots of pushed emails, calls and flyer to add more service etc. Never had a break in so did not have to test the security. BUT all this pales in comparison to my experience trying to end service. HOURS on hold while they repeatedly pretended to not understand my request. I was transferred to “relocation” 4 times after being repeated promised that my call was being personally assisted so that they wouldn’t make the same mistake again. They make cancellation painful to the point of criminality.

Update: I wish I could give zero stars

I wish I could give zero stars. I relocated in 2020 and they did not cancel previous address so I have been paying for over two years with automatic charges. I never received any email statement notifications other than the new account. I’ve paid 68.00 (contract said (53.00) for over two years, on top of 57.00 for new address. The supervisor said she could go back to September 2021 because post office notified of address change. I forwarded mail starting in February 2020. I offered to show home sale documents but she said it didn’t matter. The third representative noted it was a clerical error and they would take care of it. Then I was transferred again and started over to be told something different. She kept arguing it wasn’t noted as relocation, which is the clerical error! It does not seem legal to have zero email or paper statements. I am owed over 1600.00. I’m taking this to Better Business Bureau and taking legal action if not resolved. UPDATE: I emailed the care team and spoke with Faith. She was amazingly helpful, professional and got everything resolved in a timely manner. Thank you!