@ADT the absolute worst alarm biz in USA

@ADT as possibly the largest alarm company in the USA, you are the absolute worse! The CEO, JimDeVries @JimDinMN should be fired asap! He has blown big biz opportunities and has no clue how to run a successful company. Boycott ADT and go with a local, superior alarm company! We’ve had ongoing, unresolved issues for months. Had many service phone calls and a service technician out. Last night, 3:30 am, same fricking issue. Alarm goes off when it was never set. All new zone batteries. We are renting house short term to a family. We call ADT to be told they cannot resolve or eliminate the one faulty zone. The supervisor says if we want to cancel, fine, call Monday. I hope this company fails and are sued!

I have not had my door video camera…

I have not had my door video camera working for about a month now. An ADT representative tried to walk me through the troubleshooting process which was unsuccessful. Scheduled an appointment for a Tech to call me which was a week and a half out. Once on the phone with the Tech and going through all the troubleshooting procedures we realized the battery in the doorbell power pack was bad. ADT sent out another Camera which arrived about 4 days later. I open the box and it's a totally different Camera and mounting bracket. Had to call ADT again which I was on hold for 27 minutes. Now I have to wait another 3 days for another Tech to call me to walk me through installing this new device I was sent. This is taking too much of my time. to get resolved.

This service is nearly impossible to…

This service is nearly impossible to cancel. It borders on a scam. Long wait times on the phone feel like an intentional mechanism to get you to give up and just keep paying. Despite having cancelled on the phone previously, no record could be found of the cancellation so a ridiculous amount was paid just to keep the account out of collections. Account holder doesn't even live in the house any more.

Engineer Visits Scam

I changed to a basic contract that required all engineer visits to be charged. Many months later, the batteries on my alarms ran out and I called ADT to find out if I could just buy some batteries from the shop or if I needed to buy it from them. The rep on the phone was quick to suggest an engineer come and replace them. I forgot about my new contract and said yes. They never said that the visit would be charged nor how much it would be and if I approved of the costs. Engineer came, changed the batteries and they sent me an invoice for £777. I queried this and they said that as per the contract I would be charged. I asked why no one mentioned it, they said "I should've known". I asked why no one gave me a quote, they said "no one would've been able to tell you the costs in advance, only after the engineer had visited already". Basically, I never had a chance and got lucky that the bill wasn't £2,000. I have reported them to the Citizen's Advice Bureau and have now cancelled the contract. One other point to note: when my contract included engineer visits, they were always hard to book, but without this included, the engineer was booked within 3 days. Be aware, they will scam you.

Was not emailed a copy of contract

Was not emailed a copy of contract , only had the 3rd party paper I had signed and ZERO way of contacting ADT every time I called Telus as that’s who now owns ADT said they never had me in their system, so I couldn’t pay my bill . Sensor stopped working after a month and the entire security screen device completely malfunctioned . After 2 months of calling around on my days off I finally got through to someone about my bill and services . Lol of course now that they’re cut off . Now I am blacklisted according to the horrid speaking EMPLOYEE they have in A/R ( she seriously needs a different job , extremely unpleasant and snobby ). Somehow even on the phone as we speak there is NO record of me calling ONLY IN SEPTEMBER LMFAO when my service was CONNECTED! Stay away from these crooks . Service is crap , devices are crap . The A/R people are even worse . This place will do nothing but fck with your credit and ply head games and cat and mouse .

Attempted to cancel and charged for two extra months.

Attempted to cancel, was told I had to pay through 30 days. Fine, I get it. Come to find out- they charged me for TWO months, and sent my last payment to debt collections since I didn’t pay it. Because I was canceled and no longer at the residence!! Don’t use this service if you want quality customer care and to not be charged to stop after years of loyal service. Cut your losses now and go somewhere that values your business.

If I could give negative numbers I…

I (hopefully) finally got his taken care of. After an hour on the phone and being transferred to three different people, and having to tell the situation three times, I MAY have it finally rectified. That remains to be seen unfortunately.

Can I give less than one star???

Can I give less than one star???? The WORST customer service. After waiting forever to speak to an agent you learn that they charge you 59.00 to have a service tech to come to your house to replace a key fab (remote key chain)!! The device is six months old and stop working.

Awful service

Awful service. As someone says it is as if the company has stopped any service. I could not get a routine inspection all last year. Batteries are now going in sensors. I cannot change them without setting off a tamper. I am now living with intermittent beeping (max respite is 4 hrs). I was told that I could not have maintenance call and would need to pay extra for an engineer to sort. Waited in all day and no engineer came. This is the worst household supplier I have come across.

I’ve just cancelled my contract after…

I’ve just cancelled my contract after many years. Endless unanswered emails and calls. No engineer service. And the alarm and one of the cameras aren’t working. They seem to have basically ceased operating but are still charging.

Worst experience I have ever had…

The worst experience I have ever had with customer service in my life. Absolutely terrible and it’s pathetic. Ali on the phone literally cursed me out and hung up on me. I had to call back to try and explain what happened only to be told I would get a call back from a super visor within 2 minutes, on January 25. I did not receive the call back until today February 11. The call was not from a supervisor like I was promised and all she could do for me was relay the message to Ali’s supervisor. Absolutely pitiful how bad there customer service is. I will be looking into other security companies for my 5 businesses

The most incompetent company ever

The most incompetent, non-logical company I have ever seen. I have been on the phone for them for over 3 hours just to find a way to login to my account. They denied that they did that, sent me to the wrong department 6 times. I even spoke to 3 managers and nobody can help

ADT IS VERY SNEAKY

I have been a customer for 9 years and never had any technicians come over to my house. Now i had an issue with the door sensors and the virtual tech was not able to help so they sent somebody over but they never said it would be $59.00 charge! And on top of that he came and did Sh.T- nothing and ADT charges me for that? And I started paying $54.00 and now my.monthly charge is $76.00 and never got increase notices?? What a rip off. I am going to consider changing this security bs company for another. You guys are a fraud

I have been with ADT for almost 2 years…

I have been with ADT for almost 2 years and it has been a nightmare since the day of installation. If I could give them less than 1 start I would. I haven't been able to use my security system in over 6 months due to a sensor issue and they want me to try and fix it over the phone or schedule a virtual appointment. I don't install alarms for a living and I don't know what I'm doing. I pay a fee every month for a system that I'm unable to use. I want to just terminate my contract but I am unable to do so. ADT is horrible and the customer service is severely inadequate!!! I am just so disgusted and disappointed with ADT!

Cancelling service is a nightmare!

ADT serviced a rental property for 13 years and had no complaints (although I don’t think my tenants ever turned it on). So, you’d think after 13 years they’d make cancelling easy. Maybe they’d want me to recommend them to friends, family, clients (I’m a realtor so have many buyers asking about security systems)? After cancelling (hopefully my account is cancelled??) I’m telling everyone I know to avoid this company like the plague. It took me over a 90 minutes of being transferred to one person after another and waiting on hold and then being disconnected and having to call back and begin the process again. Super frustrating. Also, each person down the phone-chain becomes more difficult to understand and the phone connection becomes worse and worse. I guess with the hope you’ll have to hang up and start all over again. They want to frustrate you so you’ll hang up and try a week later when your blood pressure goes down. But when you call them to pay your bill, someone immediately answers the phone and the call is clear. Not so when you attempt to cancel. It’s BS. This is not the way to treat your customers.

Horrible service plus awful equipment

Horrible service plus awful equipment, charged for a doorbell I didn't receive, customer service calls X3, no results, huge cancellation fee even though service was awful right from the start

Awful experience

I have never had such terrible experiences with ADT! ADT made a mistake when they put my account with my dad‘s, even though I’m paying for both accounts I requested a separate account so that I’m able to keep up with the billing. I have never in my life had such an awful experience trying to get an account separated even though I have paid all the install fees for the new account. Maybe I should look into finding another security system that can get things right.

I had ADT security systems for…

I had ADT security systems for approximately 20 years. I wanted to talk with a representative and was never called back. I tried contacting them multiple times! I would not recommend this company for their services, it’s a waste of good time and money!!

I do not recommend ADT as a reliable service provider

I have been a customer of ADT for 20 years. I reported a system malfunction 18 days ago and was advised 4 times that an engineer would call, this has meant that I have been isolated for 4 days waiting for a call, add to this over 10 hours on the phone, in addition I have had to advise my home insurance company that my security system is inactive and await their response to the additional cost of my policy. This has been a distressing time for me and my wife. 0/10 points for service (or lack of it) Agreement number DL193449. Shame on you, I will now go viral on the internet with this issue

I would given them zero stars but that…

I would given them zero stars but that is not an option they are horrible their billing is horrible and they do not reply to emails or calls. Stay away!!! go to anyone else

Expensive and terrible customer service

I called for info to set up a home security system. I was quoted $56.00 a month. I thought it seemed high because ADT states that their home security packages start at $27.99 online. When I asked about the price after being on hold for 8 minutes, I was told the lower priced packages are for medical alert or panic systems. I was quoted the higher rate without a rep coming to my house to access what I needed. I was just asked about the square footage of my home, not how many windows needed to be monitored. They set up an installation date about a month later because I wanted to compare with other companies before signing a contract. I had to ask regarding the contract. They wanted me to sign a 5 year contract (ridiculous). $56 a month for 5 years is costly (over $3000 for a basic plan). I called 3 times to cancel the install date to no avail. I was transferred to 4 difference reps and the last rep had me on hold for more than 10 minutes. There was a constant banging sound when I was placed on hold (I guess that's their way of payback) by cancelling the install. Customer service online in-chat mode is no better. They tell me that I need to CALL customer service and then ended the chat abruptly (no thanks, sorry I can't help, nothing). What a load of crappy service. I'm glad I didn't sign anything nor give out credit card info. I will never deal with the expensive ADT ever again. The customer service is awful and their packages/contracts are expensive and lengthy. Save your time and money.

Not ADA compliant

My parents have become visually impaired. We are looking to replace their current Honeywell/ADT keypad with one that has larger buttons but nothing is available. They are not technically savvy, and the only solution recommended by ADT is a very expensive system upgrade that might give us some hope in a larger button keypad. It appears that ADT is not ADA compliant.

I've been a loyal customer of ADT for…

I've been a loyal customer of ADT for over 11 years. My rate kept increasing and I was about to be paying $73 a month for monitoring. I found a local company that was only charging $20 a month and canceled my service. The person I spoke to told me that the reason my rates kept rising was that I was not in a contract or agreement with ADT any longer and that I would be prorated from 1/22 to 1/27/2022. I just got hit for the full month of February without service and they wouldn't give me my money back claiming my contract (that I didn't have with them) requires a 30-day notice. And politely told me thanks for my business. If this is how you treat someone after all these years, good riddance. I contacted ADT again via email and they told me there was nothing they could do about the 30-day notice, it was in all service agreements no matter when you signed up and they would not give me my money back and told me that I could always come back with a lower rate. Not getting my $62 back. I appreciate the response to this review from ADT, but it seems like it's going to be futile.

Pulse app doesn't work properly

I changed a battery on a door sensor and it will not refresh in the Pulse app - it keeps reading as an error. I called 1- days ago. Talked to 3 different people, then the call just went to dead air. Called back, talked to 2 more people. Was told ADT would send a new sensor and someone would phone to talk me through installing it. No sensor has been received. I called to report this and have been on the phone for an hour and a half, and have talked with 7 people so far. No one can fix this. The last person couldn't even transfer my call and simply told me to call back. If Pulse can't recognize a new battery, then you shouldn't offer the app. This is basic maintenance. And yet, no one can fix it and your techs keep me on the phone for hours (2.5 hours and counting). You can send someone out, but then you'll charge me for YOUR equipment/software that isn't working. All I did was replace a battery. And I replaced it twice, in the event it was a faulty battery. The control panel reads clear, but the Pulse app does not. Each tech puts me through the same set of tests and buttons to push. I am so weary of explaining the problem over and over. I've been a customer for over 30 years and I have paid every month of that time, and you can't fix the fact that Pulse can't recognize a new battery? If this cannot be resolved, I'll be looking for a different company. Customer service is abominable. Two receptionists mumble so badly that I could not understand them. One was so quiet, I could barely hear. Once I get past the initial receptionist, call quality does improve. If have to listen to the hold music and commercials any longer, I'm going to lose it. Just fix it!

My experience with ADT was atrocious

My experience with ADT was atrocious. Their customer service agents don’t have the required training to trouble shoot so you just get passed along to different departments. I would never do business with them again.