Sales YES, Customer Service, NO

When ADT was just ADT their customer service was terrible. Now that ADT has been bought out by TELUS, their customer service is horrendous. TELUS was already known for poor customer service, but now their have extended their long arm to ADT as well. Want to use their equipment? No problem, they treat you like gold, but once they have your contract....good luck contacting anyone within an acceptable wait time. I want to add a single sensor to our existing system. Wait time to connect 10 mins. Wait time while being transferred to sales....another 10 minutes or longer....actually I really don't know the time, I gave up and hung up.

If I could give a negative star it…

If I could give a negative star it would be that. Customer service was absolutely horrible. I called to cancel service and was put on hold and hung up on 5 times. Spent over 3 hours to cancel my service. Due to this experience I will never ever use ADT again. I will make sure to blast how horrible their service is when you chose to cancel!

Can’t get them to cancel my account …

Can’t get them to cancel my account They transfer the call then no one picks it up

Just activated my service

Just activated my service, I requested a doorbell camera and an entire security system. There were multiple promotional offers I received and I wanted to utilize the doorbell camera specifically. Upon scheduling my services the customer service representative advised that the tech on site would be able to adjust my services and order as necessary on site. The tech arrived on site but to start, Cory was not the most diligent or professional technician, and did not bring the doorbell camera as expected. He proceeded to bring up several unrelated and what is unprofessional topics of conversation, asking if I've "had the covid yet also telling several stories of family and friends who had covid and one person in the office as of the 6ht of July who has it, discussing other previous customers he has serviced recently and also taking a considerable amount of time to complete the job, roughly 6 hours for 4 cameras and door monitors and keypad. Once the service was completed, nothing further was mentioned of the doorbell camera. Today we called to utilize the special promotion of a free doorbell camera (again) install with a new system(mind you we have had our system for a total of 5 days) I would consider that new... We want to utilize this promotion, they say that we are unable. and instead of transferring us to a knowledgeable manager or supervisor we have been transferred and hung up on over 5 times. The customer services associates and "management" team I encountered were dismissive, hostile and negligent at best to understanding or listening. I will be cancelling the service and finding another more proactive company for all security issues in the future.

My cameras are always breaking

My cameras are always breaking. People are coming to my house constantly. I have no idea why I pay these people $600/year for something that offers almost no security. Basically, criminals should look for ADT and know that half the houses cameras don't work.

Cameras do not catch motion

Cameras do not catch motion! Also takes a few seconds to capture the motion not worth it. I called adt to come and atleast fix the camera position but they charge 130$ just to move them,also stuck with them for 3 years. I recommend ring cameras.

Security,concerns, personal requests are not important to adt telus.

Order new equipments to be installed on June 21st, Mr Donald showed up on June 29 at 10 am to start the job, he didn't complete the job and indicated he would like to come back on Canada's day to finish the job which I agreed to. Got a call from Mr Donald @8:30 am and quote he hurt his back the night before and couldn't make appointment, I ask when can you finish the job he said not sure I'm busy but will call you I then called adt to reschedule the appointment and requested a senior person to complete the job, the earliest appointment I was given was July 9, @8 am and 10am. My mom came over to spend a few nights to stay while a stranger will be coming early in the morning. We waited and waited, the person scheduled never showed up. I then proceeded to call adt and the said it was a mixed up and don't have any one until the following Monday, my mom said that not customers service and should find someone else to complete the job. We were on the phone for almost two hours back and forth with George employees number 101075, This man did the opposite of my request and had an excuse for why my concers and requested was not fulfilled he kept arguing which I then ask to speak to the supervisor or give a manager name he then said he doesn't have a phone number or email for any adt manager or supervisor, we continue to arguing then George said he send a ticket and I will be contacted by a supervisor. We were never contacted by no supervisor or manager. After many hours on the phone I was contacted and told between 2 pm and 3pm I should have a person to complete the job, we waited and waited call the number went straight to voice mail. After 4pm we received a called from Mr Grangevill who indicated and quoted I am in toronto and will not be able to be at your home until between 530 and 6 pm, or I can come on Monday. We agreed he should come and proceed, he arrived I took a picture of his badge and he proceeded to installed the cameras I ask Mr Grangevill why the confusion and misunderstanding and then quote he was send to clean up someone's mess. The cameras was installed and the panel was working fine. July 11th set my alarm on stay and woke up and it was disarm. Called adt to help me figured out what happened surprising I was told perhaps I didn't set it the night before and was then placed on hold and then the phone hunged up. Still waiting for the call to see what happened. Not sure what's going on at adt telus? Prior to all this I was with adt for fourteen years had no issues once telus bought out adt I kept getting calls at least twice a day. After weeks of thinking something was wrong with my security with all the call trying to sell me one thing or the other I then ask telus not to call me unless it's an emergency. The calls slow down but still get calls sometimes, again not happy with this experience. My concerns are with Adt by TELUS.

Mismanagement of Customer's Time

The required update was scheduled via telephone after numerous mail-out reminders. The importance of time was presented upfront with the 4-hour window process for the service call. A timely confirmation call was conducted two days out by ADT Rep narrowing the window within two hours; good stuff! However, on the day of the scheduled service call within 15 minutes of window closing, I made a follow-up call to be updated of an hour and a half delay. I communicated my disappointment of no call from the field technician. The fact is being good at a skill (IT) does not substitute for poor communication and customer service etiquette. Ultimately, I was called an hour later in hopes to reschedule the updated software, which should only take 20-30 minutes. I respectfully declined to be subjected to my time being continually mismanaged. This is an example of poor service; the way ahead should be the service center tracking the techs in the field and providing timely information to the customers more efficiently, 4-5 hours can not be refunded. Two months of free service would be a great place to start, with an added feature upgrade trial.

Will almost a month now and i pay them…

Will almost a month now and i pay them every month and I don’t have any security alarms the turn off my alarm system they want a change my system from 3g to 5g and I’m still waiting for this guys they want me pay every month really guys you guys worse and bad company I never ever going have a business with you guys unreal who ever read my review don’t go to ADT they system so bad and bad customer service 😡😡😡😡😡😡😡😡

Blue from ADT

The system has compatibility issues. It seems if you have 5 GHz it won’t connect. I was sent two hubs. Neither connected. The 30 day trial passed and I called to explain that it never connected and I wanted to cancel the service. However, instead of being understanding, the customer service just wanted full payment because the period had elapsed. I explained that would agree if I had a chance to try it. ADT made me blue!

Held Hostage by ADT

We have had ADT for about 5 years at a property that was not lived at but had been broken into before. The property was broken into twice and all that happened was the alarm sounded but no one was notified. No one meaning no police or me the account holder. We paid a monthly fee for an alarm basically. We finally got to the point of cancelling and it took several calls to a call center in NY. We were placed on hold for the accounting department each time and the hold was 30 minutes and then disconnection then 45 minutes with disconnection. Yet another attempt was followed by another long wait at which point we asked for a supervisor to be told that none were available and one would call us back..You guessed it, no one did. We then got up to make a call first thing in the morning where we finally got through after a small 15 minute wait and was told they could cancel the account but we now owed for another month of service because in the two weeks we spent try to get them to cancel a new billing cycle had occurred. I told them the horrible situation and that we should not have to pay the new bill. We were then transferred to billing where we were on hold until, yes, we were disconnected again.

This company is perfect for someone who…

This company is perfect for someone who never has a problem. If you have hours to wait in the phone am only to be put on hold again and again just to get an appointment weeks out this is the company for you.

Terrible set up

Terrible set up, had to return 3 times until they got the system running correctly. Was overcharged and not reimbursed. Do NOT recommend ADT !!

AVOID

AVOID, AVOID, AVOID!!! The worst, dishonest, unreliable, disgusting company I’ve ever had to deal with!! I enquired about an alarm ADT system, and had a sales rep by the name of “Nick” come out to my property to do a general overall assessment etc! Nick appeared very friendly, and going through all the relevant details and information, despite him supposedly giving me the best offer, as I’m a nurse for the NHS, he then confirmed that an engineer will be in touch, in order to install my new alarm system. Days past, and having not heard anything back from Nick, I decided to call ADT customer services, as they arranged a time and date for an engineer guy to come out! My Alarm system was installed Friday 25th June 2021, by a lovely and friendly guy called“Reece” Now, within my consumer rights, I have a two week cooling off period to cancel and refuse any services with ADT, if I choose to no longer require their services. After some close deliberation, with my husband and I, discussing our finances, and coming to the conclusion that we will not be able to afford the monthly cost, as well as looking at the basic package ADT/Nick had offered us, I was dissatisfied that this particular alarm system would not benefit us as a family. Therefore, I called ADT customer services, explained the situation, was told I was still within my 2weeks cooling off period, and would need to cancel the subscription by Friday July 2nd 2021. I called up on Friday July 2nd, spoke with a representative called “Barbara” she confirmed that she had cancelled my subscription, alongside sent me an email for confirmation, and would forward the information to her manager “Raj” Going forward, I called again later that afternoon and spoke with various different representatives. Having been put on hold for long intervals at a time, they kept transferring me to various different departments, claiming they couldn’t find me on their system, to then be told the Alarm system hadn’t even been installed (what a joke) to lastly be told that an engineer will be coming out on Monday July 5th to deactivate and removed the Alarm. Today, Wednesday July 7th 2021, I have escalated the matter, and have spoken to another manager “Chris” who claims he’s looking into the issue, and should be resolved very soon!! I think it’s absolutely appalling!! I’m having to chase a company everyday, for something I no longer WANT nor NEED!! Then to top it off, I’m now being bombarded with numerous telephone calls from “Nick” the original sales rep, probably to persuade and convince me into keeping this crappy and unwanted device! I have since now recorded all telephone conversations, cancelled my direct debit via my bank by explaining the situation to them, and now strongly considering taking legal action against this company ADT!! I will no longer be complying, and suggest at your earliest convenience, have someone come out to my premises, to dismantle and removed your unwanted goods!!

ADT it’s the most terrible company I’ve…

ADT it’s the most terrible company I’ve ever had to deal with. They will not let me cancel even if my contract was up. The hang up on me when u do try. They double charged my credit card. Told me when I was late with my payment a year ago when I am on auto pay. Then told me they made a mistake and called me several times for the exact same thing.

ADT not customer service friendly ANYMORE

I’ve been a customer of ADT for over 10 years. I pay 158.00 a quarter to monitor a basic system. I called to say I no longer can see the little keypad display anymore and asked if i could have a better keypad to help me see as i am a senior and I think it would help my wife and I. They wanted almost 500 dollars and a 3 year contract, I feel that changing the keypad which I might ad an ADT service tech showed me two different keypads that will work with my system without any modifications to my existing system. I’m very dissatisfied and think it’s time for a Ring system or something. I will be submitting my cancellation this week!

Terrible, terrible, terrible

Terrible. You must sign a three year contract. So they have you and can treat you as badly as they want. ADT equipment is junk. When it broke, they scheduled a four hour window and stood me up. I called at the end of the four hours and was told "oh, yeah, we were just about to call FOUR OR FIVE OTHER CUSTOMERS to tell them the tech wasn't coming." So they casually do this to MANY CUSTOMERS, not just us.

They are the worst company they…

They are the worst company they destroyed my living room and kitchen walls installing the system. The system never worked. They still have not fixed my walls . They said they would . Scam company.... Don't ever use them ...

ADT Cares More About The Money Than The Customer.

I just got off the phone with a representative at the rate reduction department and this individual was willing to reduce my rate $4.00, but would have to agree to a 36 month contractual obligation to do so. I was not happy that ADT plays this kind of game with a long time customer and if you think they will ever do anything for you, it is not going to happen as it is all about the money with ADT. The service has been really good, but have not had an issue where the alarm has been activated in years. Do yourself a favor if you think this company will ever do anything without strings attached think again and I am now starting to look at other options than ADT. This company was a great company years ago, but not so much any longer. I have received an email from their corporate rate reduction department and still want to offer me the $4.00 reduction, but never said if the 3 year obligation would not be added to my account. I really do not believe a reasonable solution is going to happen with ADT which is really sad. Update: I spoke with a different individual who was in the loyalty department and was given a much better rate reduction but I will wait and see if it is honored for the next billing cycle. I just hope no phone call will have to be made.

I called on times to report that…

I called several times to report that system is not working properly. The technical person check and keep saying the system is working however on a day to day basis the system is not working properly. Adt says for someone to come out and look at the system there will be a cost. Another concern of mine is that I when I try to call Adt the wait time is so long more than 1 hour sometimes sometimes 40 minutes. Today specifically waited 1hr 13 minutes for someone to come on to the phone and still did not resolve the issue so I was told to wait so here I am waiting almost 2hrs for the other person to resolve the issue . This is a security issue I am calling about so I have no other option than to wait. I did voice my concern about that long wait time and the guy over the phone saying nothing he can do it about it -he didnt even seem like he care.I am so displeased with the service when I finally get ahold of someone I will absolutely cancel.

Do NOT WASTE your money on this system

Do NOT WASTE your money on this system. They are the worst. I went with ADT because I thought that they would be the best. Had it since April 29th. Not only did the cameras stop working, but the alarm shuts off at random times. The strangest thing I get is alerts from another woman who lives in Chicago about her system being constantly set off. I have contacted ADT on several occasions, and they said that they will send someone. But no one ever comes. I had two appointments that no one ever showed up. I stay on the phone for hours trying to get a resolution, and they get hostile with me, like I’m the problem. They threaten me with a 1,500$ fee when I tell them I want out so that I can go with a system that works. Talking about a “breach in contract.” But I had this system for two months, and for a month and a half, it has not worked and no one will come out and fix it. My safety is more important than the 1,500$ fee right??? So I’m just gonna go with a better security company and seek legal action against ADT for not holding their end of the contract, and for constantly threatening me with the 1,500 fee

The absolute worst

The absolute worst. Avoid at all costs!!

I was just on hold for 30 mins

I was just on hold for 30 mins. and then a person comes on the line and tells me that it will be another 11 min. wait. Very poor service. ADT the pandemic is over, time to hire more people and practice good customer service. I will try again and if I get the same response I will have to give them up. Funny part is I am already a customer and wanted to upgrade and also put a new system in at my aunts house. So ADT you have lost money on your response time.

Very unhappy with ADT Service

I canceled service with another company, and went with ADT because of the salesman’s promise of quick repair service. ADT is worse than company I had previously in is more expensive.. ADT. System has never worked correctly. The first tech spent half a day and was unable to fix. The second appointment was canceled by ADT because tech called in sick. I just made the third appointment, and it is taking over a week to get a tech here.

Do NOT use ADT

Do NOT use ADT! We bought a new home in central Maine in October of 2018 and were solicited by ADT to install a security system. The costs for both the equipment and the monthly fee were shockingly high but we went ahead due to the promise of “exceptional customer service”. We have had nothing but problems since the beginning, from faulty smoke detectors that would just go off in the night to countless service calls where the technician never showed up. Now when we call we know our “soonest appointment” will be at least a month out and time after time, after being stood up, they immediately say, “Well you’re two hours from our home office.” Is this my fault or problem? They solicited me. Avoid them if you can. No one at ADT is held accountable and you will not have an advocate when the issues begin.