Unorganized, unprepared, no communication between their reps, wrongly charged me entire down payment. Would never recommend

I just had ADT do an install on my home we just purchased that had an ADT system previously installed, we called to have them re-activate what was already installed. We had 4 separate house calls, 4 days I had to take time off work to be home for them to do the install. Every time they showed up, the previous rep's notes were not available and we had to start from scratch, including the first visit when the call center rep did not pass along accurate notes. Completely unorganized, unprofessional and disrespectful of our time, I had to take 4 half-days at my own work just to get this done. To top it all off, we financed our upfront expenses into our monthly expenses, only to have them charge us $740.00 anyways. Luckily I caught it and they cancelled the transaction but I won't have those funds available now for 3-5 days. All of this for a grand total of 2 cameras when we were initially thinking we'd get 5 because they couldn't get their systems to integrate and there seemed to be no communication whatsoever between their service reps at any level. Whenever our contract is up for renewal we will absolutely not be renewing their services and I would not have followed through if the previous owner did not already have it installed. I would absolutely not recommend this company to anyone, they are unorganized and have no clue from a business/systematic organizational level what they are doing. A professional company would have taken care of it on the first visit, charged me exactly what their contract stated, instead of taking $740.00 that I won't get back for a week, forcing me to take 4 days off work for constant appointments that they weren't on time for and were never prepared, and not following through on promises that the old system could be easily reactivated. Do not use ADT and I would never recommend them to anyone!

2513 benevolence dr. Raleigh Nc was…

My installer came he said his name was Jeff, he was asked to leave many times as he claimed he was doing the right thing, his attitude was bad, after he found out he couldn’t install a more expensive package than what was on the contract, he didn’t want to install anything, but instead of leaving installing nothing, he did a poor job, not putting in what he supposed too, had no sign, said he lived ten minutes away he will bring it back but didn’t.Lied saying I told him to take my equipment and old bell with him, the worse service contractor I had in my house in 65 years. What I say about them run.

I attempted to cancel ADT - Nearly impossible

I attempted to cancel ADT, but was unable to cancel on-line. I made numerous telephone calls, placed on hold, given other numbers to call. Disconnected by ADT. Tried again and again. Today, I wrote out a complaint letter with a demand to cancel ADT. I Mailed my demand to the ADT Corporate Registered Agent for Michigan. Another copy to ADT's corporate office in Florida. It is my hope that legal mail will get around the ADT wall of incompetence. ADT invests heavily sales. But not enough in customer service.

Like other people have said I gave a…

Like other people have said I gave a one star! Cause they will not let you do a BIG FAT 0!!! What they deserve!! So r issue is we are moving and just wanted to change or service to our new home.and first we were told no problem.than we received a bill for over 3,000 saying we broke our contract! So I call again! And she informed us that once we get in our new and everything is set up that charge will not be on there.well she is a liar!! This morning they tryed to take 1096.00 out of my account. Thank God my bank caught this.I made sure they have no access to my account.and reported to the bbb!

Horrible customer service/lousy business practices

Horrible customer service, signed up for a 36 months contract for $52 per month, after the 9th month they they kept raising the monthly service fees even though the contract states that #1 you must be notified in writing before they raise their monitoring fees, #2 you must approve of the charge. I never received any notification of my monitoring fees going up and because I was on an automatic payment plan did t noticed it for a few months, when I finally noticed it, I called customers service asking for a refund for the extra fees that were deducted from my account and after talking to about 4 different people all the offered was a discount for two months. ADT is a ripoff and they have the most horrible customer service, most of their agents are rude over the phone and unwilling to help. New customers beware when their agent comes I to your home do not let them drill holes into your wall before you agree on the terms, they are trained to immediately right after they get into your home to look for a place for the control panel and they immediately drill a whole for it leaving you with the choice of either take the contract or you left with a hole on your wall . HORRIBLE Experience !!

Our law office has opened an…

Our law office has opened an investigation into the business practices of ADT. They will essentially steal customer funds if prepaid, and then the service is terminated. This is called theft, and according to management at ADT, there is nothing the consumer can do about it. If you want to join in a class action lawsuit, please contact me at Investigative Law Offices, P.C.

I will never use this company again

I will never use this company again. In fact, I will make sure that every family member and friend I have knows how disreputable this company is. When my husband and I bought our first home an ADT rep popped by and gave us her spiel. It sounded great and reasonably priced. One main point that was particularly appealing to us was her assurance us that the 2,000+ dollar equipment we were purchasing could be moved and taken with us if we ever moved. To make a long story short when we finally decided to move to another house 8 minutes away we notified ADT that we would be transferring our services from our now rental property to our new home. We were shocked to discover that not only would we not be allowed to take out 2000 plus dollars in equipment with us but we were also in a 3 year contract. We were unwilling to buy new equipment so we decided to continue the survive at our old home/ rental property in an attempt to hour our supposed 3 yr contract. When my husband called to inform them of our decision the woman stated that everything was fine and we were still within our 30 day window to continue services. My husband asked if I could call and set up a date and time later and was told again that it was fine because we were still in the 30 day window. Surprise surprise...when I call the rep tells me that we are out of our thirty day window and that we will have to pay a Re-activation fee. On top of that, the lady stated that we could not continue with our old contract, that we would have to create a new one. I would not agree to a contract longer than our old contract so we agreed on a contract for 1 year. I was assured that the new contract would negate the old contract and we would not be charged the 800 dollars from the remainder of that contract. Satisfied I signed the contract, paid for the new service appointment and scheduled an appointment. On the day of our appointment, the technician states that he cannot service our house unless we pay 700 dollars. I was shocked and explained to him multiple times that we were assured that we would not be charged for our old contract. He stated that either I paid or he was leaving. Due to covid we didn’t have a random 700 bucks so he left. I immediately called and they assured me that he was wrong and that they were so sorry and that a manager would call me in 48 hours. A manager never called me so I called them again. I was on the phone for over 2 hours before I could finally get someone to schedule a new appointment. They asked me to pay another service fee and I stated that I had already paid. They stated that they had no record of that until I sent them their own email confirmation of payment. Fast forward...our appointment comes and again the guy says that we have to pay the entirety of the new contract before he can start the service. Again, I was like what the heck is going on??? So he calls and asks what’s going on and he’s told that he can continue service. Everything looks fine until he asks me to sign the new contract and I notice it’s for another 3 years. I said no, the contract that I already signed was for a 1. He calls again and states that he can’t do that. I said that ADT already established a contract me for a year and I was not willing to go any longer than what I signed and paid for already. He states that I would have to call the loyalty department. I call the loyalty department and explain everything and they state that they will not honor the contract that they established with me and that I cannot continue with my original contract. After many more attempts to speak with an manager and get this resolved my husband and I finally just decided that we had enough. If they would not honor the contract they established with me, we would not pay another dime and they could send us to collections for the remainder of our original contract...which they also refused to honor. I would like to also mention that the service they provided for us for over a year was absolutely terrible. We had numerous false alarms with no apparent reason, that both scared us out of our wits and mortified us when police showed up at our house for no reason. The service is what I can only describe as cheap imitation of a real professional security service. ADT, if your equipment can’t handle being moved 8 minutes up the road, how in the world am I to believe that it can protect my family??? The only conclusion that I have been lead to believe is that it can’t. I have been underwhelmed by the lack of competence, organization, and customer service from your company as a whole. Y’all need to get yourselves together and do better.

I recently moved and had done business…

I recently moved and had done business at another home with ADT years ago. My husband was dying and so I decided to call ADT for service again. The woman asked me to sign a 3 year contract and I told her no I would not do that. She said ok and I did not sign for a contract but did order a setup and extra sensors. After 2 1/2 years I moved when he passed away. They told me I would have to pay the remainder 6 months of contract. They showed me a electronic signature which was in no way my handwriting and said I signed and agreed to it. Then the rep from ADT when I called about it asked didn’t you read the contract. I said no there was pages of fine print I asked him do you read ever page of contracts when you purchase something such as car or home. He said yes I do I told him it would have taken me hours to read that contract he said well that’s your fault. I did pay five months left but decided I don’t care if it goes on my credit and am not paying the other month I just got a bill. I think ADT is a bigger thief than the ones I was worried about. I would never recommend them to anyone. They were rude to me and took advantage of me during the most terrible time of my life. My husband died from brain cancer and they had absolutely no sympathy for me and I am also on disability. I never was late making a payment and spent several hundred dollars but never again.

Camera system is inferior to Ring

Camera system is inferior to Ring. Does not capture all motion and pretty much useless. They put a wire through your finished wall from the outside to the inside so they can plug in the camera. Looks horrible. Personnel are nice but not entirely competent. Sales guy said our rates would decrease but in fact they increased. ADT lost its way and our last installation has been incredibly disappointing. We have a Ring doorbell and it is far superior to ADT.

I am leaving 1 start because you are required to leave at least one to post a review

I am leaving 1 start because there isn't a way to leave 0. ADT has been the worst experience. I've had them since March 2020 and I have had to call almost every month in regards to some issue, normally it's a billing problem. Other times, it has been equipment. On their equipment, after 30 DAYS any issues are on you. They do have a service plan which supposedly "protects" you should you need any work on the equipment. However, MY experience was that they charged for the service call on the next bill and when I called ADT, they confirmed that they did see the service plan on my account. So why did they charge me? They couldn't answer that question. While they reversed the incorrect charge, why did I even have to call when my service plan was clearly on the account? Almost every month I'm charged a different amount and of course for more- every time I call their representatives (who are polite, I will give them that) say that they've fixed the problem but within two months I'm calling again. How my billing issues started- I provided my credit card so they could automatically charge my monthly service fee. They charged my credit card but did not credit my account. That was not simple to fix, and extremely frustrating. I am currently on the phone with ADT, latest issue somehow on the latest bill I now have two contracts. One house, two contracts. Dealing with ADT is extremely frustrating. Ignore the specials, for peace of mind please seek out a reputable company that actually cares about their customer experience. I'm currently 25 minutes into my latest phone call. The representative (again, who is polite) is trying to figure out what is going on. I did ask to speak to a manager but I was informed that their managers do not speak to customers. Sadly, I wasn't shocked. Yes, I've asked to speak to the manager before and the representatives have worked themselves to try and resolve the issue. My suggestion is to find any other security company unless you are keen to spend hours on the phone trying to resolve what should be simple monthly charge.

Not even one star

Not even one star. I moved into a new home and did not choose to have an alarm system. The thing started beeping every 2 minutes about 3 weeks after I moved in. The former owners of the home disconnected service. I called Customer Service for ADT and she told me that I must disconnect the battery in the electrical box. It was not self-explanatory and is an electrical panel. I am in my 60s and live alone. They would not send a person to come to do this because I was "not a customer." Very poor service as the people that lived here prior were here at least 5 years. If I was ever in need of an alarm system it certainly wouldn't be ADT. Do yourself a favor and get a dog.

ADT customer service is the worst

ADT customer service sucks. I haven't even set up my cameras yet and could not get help from 1 person. By the time the 4th person I talked to helped me out, it was to late. Each time I got a different person to talk to they needed to know all the info on me which was ridiculous. The first person I talked to, I couldn't answer the security question because my wife had set up the account. So I asked there was another way they could figure who I was and he said no. ( Also he was eating while he was talking to me) The second person I talked to hung up on me and didn't call me back. The 3rd person was a salesman and said I could get another camera and transferred me to the wrong dept. The 4th one finely told me what I needed to know but told me the that dept was closed after I had been on the phone for an hr with all the other people . With that being said, I have to call back tomorrow and talk to someone about sending all there stuff back. How does ADT still exist with all these bad reviews I see. Yalls CEO needs to get a grip on his company

ADT is NOT a Customer Centric Orgztn

I had to leave 1 star because I couldn’t leave 0. You had to choose 1 star to get to write a review. I have been an ADT customer for more than 4 years and had service transferred once during those 4 years. Today I was on hold for more than an hour trying to speak to someone about a fee charged incorrectly on my account. During this time I was transferred 3 separate times, had to tell the same story 3 separate times, and each time told something different by each rep I spoke with. It is very clear that ADT has non-existent communication amongst their customer service team members. During one of my customer service conversations the rep actually placed me on hold in mid sentence while I was still explaining my issue. They argued with my wife about the security code on our account. After this I hung up and we called back again stayed on hold for another 30 minutes and was told by that rep that the security code we gave was correct. To say they have TERRIBLE customer service is stating it kindly. Someone in their training department needs to RETRAIN every single phone representative in their organization. The thing I LOVE the most is in today’s world I love how there is no way to speak with someone in a corporation who has an IQ over 7 unless you luck up and find a corporate executive members phone number. On top of that their phone system is so poor you can barely understand what the reps are saying. It’s actually genius if their phone system is purposefully designed on purpose like that as a tactic to frustrate a customer to the point they hang up. As an organization ADT needs a complete overhaul. If you are looking for a corporate conglomerate that cares nothing about you as a customer and puts systems in place to ensure you become frustrated to the point that you hang up versus trying to address an issue with them, then this company is for you!

once installed ZERO support

since i began posting my story adt reaches out. they just say be patient we are working on it ……but it has been going on for almost two months. they just don’t prioritize customer relations….only sales snd installs buyer beware. i have had adt since 2004. in march ordered an upgrade. salesman wrote an incomplete order snd after installation the alarm wouldn’t shut off. took days to remove wrong equipment. now they keep charging my credit card snd absolutely no one claims to be able to stop the charges and refund my money. Buyer beware

A known thief is using ADT camera and…

A known thief is using ADT camera and pointed directly at my back door for surveillance my doing on my property. This camera is approx 40ft.away , ADT's business is to help thieves . Such a pathetic business to have w/o helping the victim of their Enterprise! Can produce photos .

ADT is corporate America at it’s worst ! 👊🏻

ADT I are on .. been your loyal customers for 20+ years & we finally decided to cut the cord & go with Guardian protection because of your unscrupulous business practices for charging us more every year to stay with you ? Now you want to slap us with a bill for services not rendered. No ADT you have the wrong customer & the wrong address!! Messing with the wrong family ! Tough as Nails 🔨 Can’t stand the heat , stay out of the kitchen.. Kapeesh 🤌🏻 Guardian Protection you are on to watch list ❣️

The contract is STUPID locked in for 3…

The contract is STUPID locked in for 3 years an can’t downgrade!!!

If I could give ADT zero stars, I would!

If I could give ADT zero stars, I would! I've never been more dissatisfied with any customer service business than I have with ADT. When the original sales agent sold me on my system for the house I was selling, he told me how EASY it would be to switch into another customer's name (the buyer) or transfer to my new apartment. I knew I only needed the account until the house sold, so I made sure to get his word on the ease of switching accounts. That was the only way I'd set up an account with them. When the time came to switch accounts, I spent multiple days trying to "cancel" the service. The cancellation was not quick or painless. It took a series of days. The account transfer never went through because the new owner of the house was not satisfied with the service. Then, I attempted to switch to ADT Blue, a service I did not NEED to avoid the 75% fee to fulfill the three year contract. I never received the equipment for ADT Blue and was charged $1100 for not fulfilling the contract. I spoke to a total of six people, including account management, who were not able to help me to switch my account or resolve the fees and additional charges. ADT Blue wanted MORE money to set up the account and send the equipment...even though they had already took ALL of my money. I had a total of $-358 in my account. No one could help me. Since they said I didn't sign a document, the account was never set up. I spoke to account management, who said the start up fee could be waived, but kept sending me back to Sales agents. These agents knew NOTHING about the original conversation and kept asking me for upfront fees to set up the account. I couldn't get the account started because I had no money. ADT took all my money for the month and I had nothing left to give them. ADT doesn't actually care about any of their customers after they make the sale. They are interested in taking the MOST amount of money from you. No one can ever help you because their managers don't take calls. The company is too big and they end up bouncing you around to different agents all day. ADT is a total scam.

Had adt for years but recently moved…

Had adt for years but recently moved and tried to get a quote for a system but they wouldn’t provide one without wanting my complete life history and sending someone out to sell me. Infuriatingly difficult to deal with. I’m going with Simplisafe.

Don’t use them they are crooks !!!!!

Don’t use them they are crooks !!!!! ADT will not cancel the service and continues charging 8 months at full rate after their equipment is out of our house. Then finally got someone to help me cancel the services after 8months. Now instead of 65.00 and month their only charging me 27.00 without providing service. This company / customer Service are crooks. Worst experience and then act like they want to help you.

Well trained liars!!! Staff is no responsive, terrible after sales and customer service,

I had terrible after-sales service. They never returned calls, didn't want to know you after the guaranteed sale. The sales agent was Steven Jordan although I have left messages behind not only on his phone but also with customer service promising me that I will get a call in 10 minutes it has been weeks I never heard from him ever again. My questions never answered before the installation. Now that I had the installation on the 7th of June, one of the motion sensors do not work. My first call to ask for an engineer was the following day no the 8th. Today is the 15. I have called every single day and I was consoled that an engineer will come on the day, next day I call again I am promised that an engineer will come on the 9th, no calls no show, I call on the 10th all I get is pologies and promises that the engineer will come on the 11th. This has been going on for a week. This morning I saw a missed call from last night 23:45!! when half of the world is asleep. I have called this morning wanted to complain about not solving my problem for a week and calling me at midnight I was told by the customer service they will give me an email from the relevant department. I decided to openly reveal the complaint here for the rest of you to know what you get yourself into. I am sure someone will get in contact with me this way much quicker. Asking me to take this rating off. For me to take this rating off ADT has to come and take their equipment back as I no longer want ADT to secure my home.

Rubbish company- they never refund the deposit

We had an agent from ADT Atman visiting our house in March to give a brief description about the system. He insisted us to pay the deposit which will be refunded if we plan not to go ahead. We did not want to pay and he kept on insisting us and eventually we paid. After 2 days we decided not to go ahead as we did not need the system and we tried to cancel the contract several times and the agent kept on making excuses. One month of trying to cancel the contract, finally they cancelled it. We have been trying from the past 2.5 months to get our deposit back and ADT is making a lot of excuses. Firstly they said the head office is in India and they are having covid delays to pay the deposits. Second time they said to send proof of payment as they don’t think we paid the deposit. I sent them a lot of emails and my statement for the proof but I have not heard anything back from them. They do not reply to the emails. It’s a rubbish company and I am going to report them to the trading standards for making people con that they will refund the deposit Incase of change of mind but they never refund

I should of read the reviews before…

I should of read the reviews before ordering ADT. I tried to transfer service. They provided me with the low low cost of 1000 buck. I canceled the service 1,341 bucks. Do not use this service Do not use this service

If I could give a lower review

If I could give a lower review, I would DEFINITELY do so! We had a house fire in March and I contacted them and they advised me that they would credit 2 months free to allow me time to get them the fire report. I provided the fire report in April and here it is June and they are still charging my account for a home I no longer reside! This is horrible! This company SUCKS!!!

The agent provided no assistance

On 6/11/2021 in Maryland-The agent that spoke to provided no assistance. I already, the week prior , had an appointment for rep to come to my house. She did not seem to understand or care to address the concerns brought to her attention and displayed no emotional intelligence. For a whole week I had no protection and with my alarm going off between 3-5min on Friday without preventative call or signal being transmitted to their offices or to 911, this concern was disregarded. I called the back office 3 times in the morning and there was a system error and I was unable to get through. To improve; active listening skills and validating ones concerns is the most important but also tailoring the resolution plan to fully acknowledged the customers concern would be paramount. Thankfully George Ken, lead tech, was able fix my problem. But the numerous calls and first visit left me doubting and unsatisfied as customer with ADT. I'm not confident or reassured that I'm getting the best customer satisfaction and services. More misses than hits...and it's too expensive for this experience. Response to ADT: I'm not sending anything further as I've already listed I'm in Maryland and you have senior tech called George Ken and you have my last name and the date of the incident. I think you can investigate further and put in sincere efforts if the desire is there; instead of putting it back on the customer. How much more uncommitted can you be?! My problem has been resolved by George Ken, thankfully. However, the next issue I have for this over priced service and I will be definitely canceling.