Rubbish company

If I could give no stars I would. Arranged a routine inspection for our alarm system for 4th August between 9am and 1pm. I rang the company on that day at 8.35am to check the service was going ahead as planned as was assured it was. At 11.30am I was contacted to say they could not carry out the service as"the technician in my area was busy"!!!!! Not good enough I feel. Surely whoever books the services can see if they have overbooked?I was told they could re-arrange for the same time slot on 17th August. I agreed as was told it was all booked in. I then rang the company to complain and was told my complaint would be emailed to a manager and someone would contact me about my complaint. I also sent a written complaint to David Howard Lilley the service manager on the same day. As of today I have had no communication whatsoever from either person. Today I have rung to check the service is taking place tomorrow,only to be told there is no booking!!!! When I kicked off I was then told that it says on my account that I am booked in for tomorrow and not to let me down!!!! It also says they are busy in my area and someone will call to re-arrange. Is this concerning the last appointment or this one????? If it is this one ,when was someone going to contact me? Either way,it is disgusting customer service. I have to arrange care for my mum who has Alzheimers when I have workmen calling so this is twice I have had to do this only to be let down by this company. Did not have a service last year because each time I rang to arrange one,I was asked "have you had a letter?" When I replied no,I was told they could not arrange an appointment without my receiving a letter!!! This company is RUBBISH.DO NOT USE.

i have had adt for over 2 years now being robbed by adt

i have had adt for over 2 years now, constantly having a problem with the system, bought their cameras a couple of months ago. they rarely work. need them to work as next door neighbor threatens me and police said i need it on camera, cannot do if cameras do not work. yhey installed them but now they want 109.00 dollars to come out and find out what is wrong. i don't gave to worry about burglers robbing me as adt is beating them to the punch

ADT stands for: Absolutely Don’t Trust

Had trouble with my ADT system in January 2021. Made appointment for service and instead they sent a salesperson, Robert Limon (Chula Vista, CA), who lied to us and said the system couldn’t be repaired because ADT didn’t install it. We showed him paperwork from ADT and again he lied and said it was someone else using their name. He sold us a new system for $2500+ that we have been very disappointed with. First Robert had us purchase the wrong transformer for the doorbell. We bought a second one only to find out from the technician that we didn’t even need one. I called Robert during the installation and complained because we could not return them and he promised 2 free months of service which we never got. The doorbell still doesn’t work right and we continue to get notices that our system needs service. I have called several times over the past few months to resolve these issues and nothing is being done. I have learned however from customer service that our original system was installed by ADT. Two weeks ago I called to complain again and this time I asked to speak with a manager and got the run around for more than an hour by Nicole #204245. First saying she couldn’t help me unless I gave her the name of the person who sold me the system. Then saying she couldn’t help me because she wasn’t a manager. She told me her manager wasn’t available, and when I asked for their name she told me she couldn’t give me that information because she has six managers. Finally after waiting on hold for a long time she finally gave me a name of one of her managers, Xavier King. According to Nicole, he would call Joseph, Robert’s manager and one of them would call me back in a few days. After two weeks I still haven’t heard anything. It’s been very disappointing.

46 days into cancellation and I am still being billed?

"Hello Johnny- Thank you for taking the time to reach out to us. We are so sorry to hear about your frustrating experience. We would love to help you! Please reach out to us at alwaysthere @ adt.com. Please provide us with your account information and include your post." This was total B.S. this is a cookie-cutter response from a guy that has no idea how to help you. I am 45 days past my cancellation and still being billed. You will see that exact quote as a response to this post below. I have spent hours on the phone trying to cancel my accounts and they still are billing me. I have no idea what to do next but get a lawyer to have them cease and quit. I am tired of BS emails stating you owe, after I cancel ... no, that is the whole reason of cancellation. To end service. Not to be billed for another two months. My next email is to BBB. This has got to stop. All I am getting is lip service from this company. I will continue to write reviews where ever I can until I get a resolution.

Worst system I've ever had

Worst system I've ever had. Cameras don't work when you need them. Waiting for my contract to expire so I can go somewhere else

Horrible customer service

Horrible customer service! Garbage products! Lock you in for 3 years and refuse to let you cancel and then threaten to send you to collections! DO NOT GIVE THEM ANYTHING! Their top concern is not your safety - it’s their fee!

ADT extortion experts

Deceptive practices. When trying to cancel the account and stop recurring billing, with 9 month remaining of a 36 month contract (haven't used the system in 1.5 years due to condo regulations) the associate is lying and trying to charge full remaining contract value (4X.xx$ x 9 months) while the contract clearly states "2. Early Cancellation Fee. IF YOU TERMINATE THIS AGREEMENT PRIOR TO FULFILLING YOUR OBLIGATIONS DURING THE INITIAL TERM (INCLUDING BY FAILURE TO PAY), WE MAY CHARGE YOU AN EARLY CANCELLATION FEE EQUAL TO FIFTEEN DOLLARS ($15.00) MULTIPLIED BY THE NUMBER OF MONTHS REMAINING IN THE INITIAL TERM. THE EARLY CANCELLATION FEE IS A LIQUIDATED DAMAGE, NOT A PENALTY, AND WAS REASONABLY CALCULATED TO REPRESENT THE AMOUNT OF DAMAGE WE SUSTAIN WHEN CUSTOMERS BREACH THIS AGREEMENT BY TERMINATING PRIOR TO THE END OF THE INITIAL TERM. WE RESERVE THE RIGHT TO CHARGE THE EARLY CANCELLATION FEE TO THE CREDIT OR DEBIT CARD YOU HAVE ON FILE WITH US." The associate was arguing with me for 10 minutes before sending it up to another department with a promise to get back to me in 24 hrs...we'll see ps. this is my 2nd attempt to cancel, with the same result. Last month i tried the same, and got the same promise to get back to me. No one ever did, meanwhile i got billed for another month... Pps. I've kept on reading the other reviews and so many people have the same issue, once you're in...you can't get out...or get out without breaking sweat, blood and tears...sry for being dramatic🙄 Still, there something to contemplate about a business that makes their money on forceful retention and deceptive billing practices: you pay for installation or install yourself, you RENT equipment (it's not yours, ever), and if you're not happy, or as in my case, move to a condo that doesn't allow drilling holes in hallways to install adt cams, you're on the hook 🤑 No service, yet XX.XX service charge ... **UPDATE** 3 days has passed and as expected, no one called or emailed with cancellation progress.

When I signed up with ADT I was told if…

When I signed up with ADT I was told if I ever move to a new home, ADT would transfer my service at no charge- THIS IS COMPLETE LY FALSE. They will charge you and will not work with you. Will never use ADT again and do not recommend to any one

I would give less than 1 stars if I…

I would give less than 1 stars if I could. horrible run around. staff is friendly. jut not the services i would recommend to anyone. I am a single 24 year old home owner. I told the sales man I did not want a system i would have to install myself. I was assured by the salesman I could do it. well I can't and ADT will not send anyone out to install. even after i said I would pay more money to have it done or get and upgraded version where install is included. the only easy part was the cancellation. even paying for the initial service was a hastle as it took 3 different emails and 3 days of trying to pay online as they could not take payments over the phone. trust me stay away and find a better company who will help. + side if you cancel they refund your order.

I'd seriously love to give adt a zero…

I'd seriously love to give adt a zero if possible bc that's exactly what their so called customer service ( including everyone from adt that I've spoken with) are still trying to blow smoke up my Butt..They seriously think that people are stupid and have no say about anything..I definitely wouldn't advise anyone to get adt bc they are liars and manipulate you if they can..This is the second review I've posted since going back and forth with adt...the message that I'll get and everyone else will get after posting a review is ludicrous bc they say email them at the address below after you post a review and that's even a lie..Adt you Suck and I hope and Pray that someone will listen to me and I definitely wished that I'd checked the reviews before ever getting adt bc again you are Liars 😡😡😡

ADT plug too big and heavy. Takes up 2 sockets

A few days ago I was going down the steps to the basement and I heard the power plug for ADT fall out of the socket. I replaced it. Everything seemed fine but the next day the panel window was dark. I could still use the system and when I put my code in the window lit up. After a lot of bother I realized 2 things: the small screw that is suppose to keep the plug from falling out was not in properly but even still the screw would not screw in all the way because the plug was too thick. After a lot of maneuvering I finally got the screw in as far as I could but then I realized the weight of the plug pulled out the wires that wrap around the 2 screws on the plug so I had to remove the plug again and rewrap the wires around the screws and then reinsert it into the outlet and then maneuver the screw to keep the plug in the outlet. Which doesn't work because the plug is too big and heavy. Why does this plug need to be so big and heavy it prevents me from plugging anything else into the socket. I will have to get another outlet installed so I can plug in my freezer which I have not been able to do for a few years (I hope it still works). BTW phone assistance again was useless. Her suggestion was to wait a day so the system could recharge the back up battery. I had to figure it out and fix it myself and it had nothing to do with recharging the back up battery.

ADT lies and does not care about the customers

We've been with ADT for over 2 years now. Yes, it's true, their customer service and sales is the worst! We must be gluttons for punishment because we just recently upgraded from Pulse to Command and was lied to about everything from the sales department. Nothing is in person anymore because of COVID; I get that. The sales gal, over the phone of course, said "ALL" of my Pulse equipment would work with Command and we even ended up purchasing outdoor cameras, etc, with our upgrade. WRONG! All lies! Half of our equipment no longer functions because it doesn't communicate with the Command system. Pretty worthless if your equipment doesn't work, right? But, hold the phone! They'll sell me all new equipment that does communicate. I was already $800 deep for cameras. The well is dry now! Too much to even share in one review. I honestly can't believe that ADT is in business with all of the lies. In the last month I've spoken with over a dozen different employees to reascend the contract. I called the very next day, after install, and was told that they didn't know how to handle a reascend. WOW! How is that BIG techs, like ADT, can practice such unscrupulous business practices and never have to answer for it? Why can they get away with ripping off the average American? Now I'm stuck in another 12 month contract, with equipment that won't alarm because it doesn't talk to their new Command system. Brilliant! Lastly, I'd like to add that I am an owner/operator of my own business, and have been for over 17 years now. If I treated my customers the way ADT has treated me, I'd be out of business by now. I don't possess the power, or have the money they have, to buy my way out of hosing customers. Thanks ADT!!! Hey ADT! I just sent an email to the address you provided, 8-12-21, with the information requested. Given how I've been passed around through your network of "I don't know" employees, I look forward to someone replying to my email inquiry. Although I won't hold my breath....

Still waiting 2 1/2 now and contact a…

Still waiting 2 1/2 now and contact a customer service they told me they will contact me if any technician available around me really guys you tell me can’t have any one come install one camera what a joke just bluh bluh bluh and blame a covid 🤦🏻🤦🏻🤦🏻

The worse one could possibly imagine

The worse one could possibly imagine. The lack of training is the worst case you will ever experience if you try to work here in customer service. This company also made the serious mistake of combining customer service, tech-support and billing all in one call. This company had no earthly clue as to how to run a company or what they are doing at all.l

TERRIBLE

TERRIBLE! TO THE EXTENT THE ADT SALES PERSON DRAFTED MY ACCOUNT THEN LIED FOR 6 MONTHS KEEP FROM RETURNING MY 1500.00. WAYNESVILLE NC IS IN BAD SHAPE FOR QUALITY REPRESENTATIVES AND LET IT BE KNOW IF THE REP STEPS ON ANY OF MY PROPERTIES GOD HELP HIM. Now after charging me for a system I did not ask for and never used or set they want to send it to collections and my credit. this company needs to be run out of usa.

If I could give a zero rating I would

If I could give a zero rating I would. This is the 3rd time ADT has not shown up for a service appointment. The last time ADT sent an email stating they were on the way at 8:30 at night and naturally they did not show up. I can not believe Google is planning to partner with ADT, if they do it will be a huge mistake for Google. ADT's system does not work most of the time and you get charged for it anyway. When you do call for service they never show up. ADT is only rated 1.9 on a scale of 5 so there must be a lot of upset customers. Do not ever buy ADT's camera as they are a piece of junk and cost more than any of the competitors including Ring and Simplesafe. If ADT's camera work at all you are lucky at best. The view from the camera is so small they are useless. ADT has to be the worse security company in the world. If I could give a zero rating I would. This is the 3rd time ADT has not shown up for a service appointment. The last time ADT sent an email stating they were on the way at 8:30 at night and naturally they did not show up. I can not believe Google is planning to partner with ADT, if they do it will be a huge mistake for Google. ADT's system does not work most of the time and you get charged for it anyway. When you do call for service they never show up. ADT is only rated 1.9 on a scale of 5 so there must be a lot of upset customers. Do not ever buy ADT's camera as they are a piece of junk and cost more than any of the competitors including Ring and Simplesafe. If ADT's camera work at all you are lucky at best. The view from the camera is so small they are useless. ADT has to be the worse security company in the world. ADT just responded as shown below. This sounds good but I am willing to bet I never hear from anyone at ADT. They are pathetic. Reply from ADT 7 minutes ago Hi Bruce! Our sincerest apologies for all the troubles! We encourage you to email your service address and contact info to our office here at along with a copy of this post for reference so we can review and resolve this for you ASAP!- Tim L

Un happy with overall service

We have the basic camera setup and motion detectors. The system barely works remotely I can not access the live video feed due to lack of connection. The camera will register a parked car in my driveway 3 to 4 times a day the same car that has not moved in months. I was warned about the cost and unreliability of this system by a friend before I bought. However I tried to give benefit of the doubt, big mistake. Now I'm stuck with a contract and a service that isn't worth anything to me . Heed the warning and look else where for a security service

Where's the engineer ?

ADT charge their customers a lot for an appalling service. I have been waiting for over a week now for an engineer to come to carry out a job. No one ever calls me back, no one has the basic good manners to keep me updated. I phone customer services several times each day, am always told that the job is 'scheduled for today' but it never gets further than that. I sympathise with the problems caused by the pandemic but I am starting to think that ADT are using it as an excuse for very poor management and disgraceful customer service.

Wowsa, how bad can you get?

I have been with the company for three years using them for my business. At first it was great, then when I upgraded service .... not so much ... and when I cancelled yikes!!! 1. Be prepared to be on the phone on hold for HOURS!!! If you are a "trouble customer" they will transfer you to multiple service representatives that will give you lip serivce but do nothing for you. 2. I tried to cancel on the 30th of June. I was billed three more times!!! I called on the 14th of July, the 20th of July to ask what is going on and got the transfer merry-go-round. Oh you need to speak to this rep, oh I cannot help you, I need to transfer you, oh that is not my department please wait while I transfer you. 3. When I did call on the 14th of July, I found out that they only cancelled 3 of my 7 contracts. So, I had to reiterate that I was on a recorded line, and I know what I said on the 20th. She proceeded to "add" the others to my cancellation. 4. During my tenure with ADT, I moved to Northern VA and put a property manager on my account. They were great with the setup, but when I needed to upgrade. All I could do is facepalm. They had a rep come out to my building, then call me. I told him to call my PM on file. He told me he does not have access to that, I told him he needs to call his boss. They figure something out, call "ADT" proper then reschedule, guess who gets the call ME. Well I tell him again, I am four hours away, please call the property manager on file. I never got that upgrade completed because they NEVER called my PM after me giving them the number multiple times. I cannot tell you how mad I am with this company, they trigger anger everytime they call me. Which is not good for my own business if I am in a bad mood. I am a retired veteran, just trying to make a living off of property but they will bleed you dry with the amount of time you have to waste on the phone or the round robin of "I will have someone call you right back." Do not hold your breath. Run, do not choose this service, they have out-grown their ability to service customers and are failing internally, I do not see this company lasting much longer unless they streamline customer service and get more people that know what they are doing.

READ THE CONTRACT

READ THE CONTRACT! I had a door to door 3rd part rep come by and convinced me to sign up with ADT while also leaving out key facts like how it wasn’t an annual contract as I was led to believe but a 3 year contract that you have to pay 75% of what’s left on your contract to get out. Also, after the first year, ADT can change your prices at any time unless you write a complaint within 30 days of being notified of the price change. You don’t learn these things until you try to cancel. The 2 years we had them the system was useless and more of a burden than anything. The app never worked, the equipment is clunky, it never connected to our Alexa so any automation was out the window, and calling customer service just puts you in an endless loop to different departments. The system also constantly disconnected from the wifi and we had very good wifi with good connectivity to everything else in the house.

New system installed in May and nothing…

New system installed in May and nothing but problems. Tech comes out after a power failure because tech put my old backup battery in new system and died fast when we had power failure. Never checked anything just put battery in and left. Another power failure and monitor died after 5 minutes witch he should of check the first time he came back. Now they want to charge me to come back to look at it. Still have sensors that don’t work. There techs come out and don’t know how to diagnose problem and then say that an installer needs to figure out what’s wrong. Should of never upgrade my system. When you call the just transfer you and transfer you to avoid fixing your problem.

ADT get a installation guy who doesn't…

ADT get a installation guy who doesn't have any experience to my house. He spent 12 hours and cannot finish installation. He said that he will come back, but never. I called customer service, and one lady told me that she will send somebody to my house, but nobody show up. I called customer service again, saying that I am going to cancel the plan, and customer service told me that branch manager will call me the same day. But nobody from ADT call me. I will cancel the service. Very bad company. Will tell everybody I know do not even touch ADT.

Had to call 5 times still can't cancel

If you are not one of those who are not committed to using ADT for the next 10 years, don't use it! I called to cancel ADT 5 times in the past, and every time I got transferred to different departments 4 times and still won't receive any confirmation except for a verbal: your request has been submitted. They keep giving collection calls when you called them to cancel, they keep wasting your time. DO NOT USE!! Simply safe is a better option!!!

Installers spent roughly 4+ hours…

Installers spent roughly 4+ hours installing our system. Evidently in the state of Kentucky they are not allowed to install the thermostat. So they left it for us to figure out. We ended up having to hire an HVAC company to install it. Still doesn't work. Blows hot air when should be A/C. Said her part was done correctly and now its an issue with ADT. ADT says 20 days for next schedule or an emergency visit for another $135! Cone on! Seriously? We've been a customer of ADT for many years and theur customer service keeps getting worse and worse. Wish we hadn't just signed a contract with them. Total B.S!

Absolutely disgusting company

Absolutely disgusting company. I have been a with them over 10 years. In 2 states. New York and Florida. In 2019 I signed a new contract in Florida for 3 years. I sold the home June 3 2021. I called them to let them know I was closing. At the time i wasn't closing until July 30. The new home actually had an ADT alarm as well. So I thought this would be a simple move of service. Two weeks ago they pulled right from my checking account that I had never had an autopay. Over 650 dollars in cancellation fees and for service for the month of July. Multiple calls to ADT got me nowhere. Customer loyalty got me nowhere. I have a screenshot from ADT showing the reversal of the charge. Nothing was refunded. Best part I had an appointment this week at the new home with there representative who never called or showed up. In short do yourself look elsewhere unless you plan to in the same home forever and pay them forever. Absolute disgusting company to do business with.