Talk about over promise and under…

Talk about over promise and under deliver. I’ve had a system for about 3 months max. Maybe it’s worked a week....and trying to get a tech here has been impossible. Gonna trash, eat the loss, and start over Below is typical response.

PROBLEM after PROBLEM

PROBLEM after PROBLEM! Dreaded on the phone for hours. If you change the wifi password you sit on the phone forever waiting for someone. 30 mins later a tech steps you through the process only for it now to work. They send you to another tech and the process starts over again. You're on the phone an hour and they say a tech must come out. So you have to risk your life to covid to get the equipment to work. Also while you wait you are left unprotected. And your 3 hours were wasted. Welcome to the incompetence of adt. Not 1 bad experience. THIS IS THE NORM. WHAT A HEADACHE!

ZERO review.They are the worst company…

ZERO review.They are the worst company to deal with. I moved and it took 3 months for them to finally figure why or how come they were charging me on my old address??? "@ double bill" And when you move they force you into a new 36 month contract..YES. Now in Kansas City MO requires a alarm permit in which I got from the police department. And they sent a letter stating I don't have the alarm permit, then I call and no one added the expiration date. SO INCOMPETEANT. Notice no surveys from this company because they know they are horrible. And the prices are way too high $54.99 a month is the cheepest plan...don't be fooled do not use ADT. And some person is montering this site to say we are sorry..give me a break.

I wish I could put zero stars

I wish I could put zero stars! If you have a choice, please run the other way when finding a reliable security company! I have only had the service for 3 months and have already had to have a tech out here to fix what the other guy screwed up. Only to find out, the other guy was just some individual contractor so ADT said it wasn’t their fault. How am I supposed to know that an individual contractor is who gets sent out when I call the number on the flier with ADT on it? Customer service made it seem like it was my fault and they had nothing to do with it. Customer service also told me that they weren’t responsible for the promised $100 visa rewards card off for signing up. That it was through a completely different company that has been dissolved? And when I asked to terminate my contract due to false advertisement and breach of contract, they simply say that it has been over 3 days so I can’t cancel without paying in full. Really? What a sham this company is. I will be speaking to a family attorney tomorrow to see what actions I can take against an unreliable, lying company. Run the other way!!

I signed up with ADT in 2015

I signed up with ADT in 2015, and after over 5 yrs of being a loyal customer I decided to add a camera to my monitoring system. KEEP IN MIND- My initial 3 yr contract period was completed in 2018...! Since the camera was installed I have had numerous issues requiring me to call in to ADT many times, and I have also taken time off from work to meet a tech at home. After over 3 visits and repair attempts the camera is STILL not working. No matter what the techs try, it will not correct the issue, the camera isn't currently working again since April 2nd, today is April 11th. I have asked the service supervisor, Ken Arceneaux, to cancel my service but he nor any manager at ADT customer service will let me out of a 3 year contract I renewed when I got the camera added. They want me to cancel the camera part of the contract but force me to keep the monitoring portion for the remaining 2.5 yrs! But as mentioned, I already completed an initial 3 yr contract from 2015 - 2018! I have been advised by ADT's 'customer service' that I will be charged $779, which is the remaining part of my contract payments, if I cancel. This is unfair, evil, and sinister business practices by ADT, and I strongly urge anyone looking at a home security system to stay away from ADT and go with another company, or Ring type of monitoring. The customer service Reps all refused to cancel my service, they kept kicking me from one person, who would also say they were "not authorized" to cancel my contract. It has been an eye opening experience. ADT is one of the most well known security systems in the US. To kick me around, refusing to help me, refusing to acknowledge my situation at any cost, to avoid a cancelation by ignoring my truths and punting from person to another, shows a disgusting side of ADT, not the company I thought I signed up with. Perhaps there is a desperation to keep a customer on contract due to the many other security monitoring systems alternatives now available to consumers. This is no way to try and keep our business. It is a sure way to ensure you lose it, never regain it, and persuade me to tell anyone that will listen to stay far away from ADT.

Worst

Worst. do not sign up . I cancelled service, but I am still being billed despite numerous phone calls and speaking to reps. after months They showed me a contract that I supposedly signed , But its not my signature. Total scam.

I’ve had ADT for 7 years and never had…

I’ve had ADT for 7 years and never had a real alarm. Which is good What is bad is that I had a smokey kitchen from cooking and the fire alarm went off. Fair enough Spoke to ADT and they said the alarm to the FDNY would be abated. Perfect Except they came anyhow. I called ADT back to find out why as now I am subject to a fine for a false alarm ADT tells me they can’t abate a fire alarm in NYC! And the person I spoke with didn’t know why the first person didn’t tell me that. I said I wanted to cancel so the person transferred me to another department After being on hold for 20 minutes am told no one from the cancel department works on the weekend. But they do put my system in test mode to avoid another issue. But they never asked for my pass code so I could have been anyone Bottom line: I pay over $80/month and they don’t seem to train their people. I’m done with them ***Follow up: I reached out to the ADT folks who responded to my original post and explained what happened. After a couple of weeks of not hearing back from them I reached out. Again nothing I have now been on the phone for close to an hour trying to cancel! I am switching to Ring. It’s $100/year for a professionally monitored system vs the almost $900 ADT charged me.

WORST SERVICE EVER!

So we have adt system for 7 months now. The fire alarm went off at 3am, multiple times for no reason whatsoever. We called them, multiple different service guy came to check on it, they even replaced the whole system twice. And guess what, it is f**king the same. We had 6 months to cancel it, we requested that at our 6 month mark and they won’t let us. They gave us multiple reasons, but were not able to fix the issue. It is terrifying when fire alarm will wake you up from a deep sleep. They won’t call you back, they just don’t care. We wanted a security system that will make us safe, not something that will scare the hell out of you. Stay away from this company. Worst service ever! If I can give zero, I would.

Terrible!

Terrible!! After having their service for almost 3 years.. I got my first call letting me know a sensor was triggered.. the ADT Rep then proceeded to tell me she could not contact police due to me needing some special permit?? What the?? What have I been paying them for? The first day the guy installed the system the alarm went off and police showed up in like 15min.. so it makes no sense. Also, their billing is terrible! They constantly send me emails and mail telling me I am past due, despite my account being on autopay. STAY AWAY FROM ADT!

ADT/Telus not calling RCMP on 1 alarms

We have had 2 horrible experiences with ADT/Telus. We have had 2 break and enters at my wifes business. The first break and enter was through the front doors, ADT/Telus tried to notified us at 4:30 am, however my wife and myself were both sleeping. The thieves exited through the front doors and did not set off any other alarms except on the front door, so ADT/Telus did not call the RCMP because they said they do not call the RCMP unless there are 2 alarms. The police notified us approx 3 hours later a passerby call the RCMP. On the second break in the thieves set off the front door alarm at 5:01 am, the thieves looted the store for approx 50 min until they hit a sensor in the middle of the store on their way exiting through the back door. ADT/Telus notified the RCMP at 5.55 am and the police arrived in 5 minutes. If ADT/Telus notified the RCMP immediately our losses would have been minimal. ADT/Telus tell me they are under no obligation to call the RCMP unless 2 alarms or sensors go off; the RCMP tell me its up to the RCMP to determine when to act not the alarm monitoring company. I have spoken with ADT/Telus Executive Escalations at Customer Service with no positive outcomes. We have had a terrible experience. If your going to use ADT/Telus get in writing that the RCMP will be called after the first alarm goes if they can't reach the business owners .

If I could I would give less than 1…

If I could I would give less than 1 star. Awful customer service, they will charge you for cancelling the service even when you call before the end of cycle. Their excuse is they have a 30 day notice.policy, even thou they will cancel the service.the same.day you call, a total rip off. Monitoring is the konst expensive in the industry providing same services as other companies,(ring, simple safe) DO NOT RECOMMEND this company at all

So disappointing..

So disappointing... as big and well known name for security, the outdoor cameras are horrible and completely ineffective. Spent close to $5K and the cameras don't pick up anything at night outside a couple of feet. Had an incident and the camera did not pick up any details to help provide the police. Worthless. Unfortunate.

ADT poor, don’t keep promise

Really poor Make promises and don’t deliver. I had house break in and chose ADT despite quite being £1.3k above Versure. This was after being assured by them that I would be priority installation. I was called today and told that they would now mot honour 10 April as I had not confirmed. This after paying same day £580 deposit 2 weeks ago and whilst saying was not happy with 10th unless they could bring forward I had no choice but to accept I am waiting on call tomorrow

Garbage service

Garbage service 5 times corrected the order and twice they came to install and all five times the price was changed . When they came last time to install they was missing 50% of the order . Their service is very Not Proffesional and garbage 🗑. They deserve-100% . This is Telus Canada is garbage We even received a bill for 900$ to pay without even have any installation. Telus Canada and ADT Canada is complete garbage

Terrible Company!!!

Terrible service. Try and get through to anyone that can actually help you is impossible. Transferred around from billing to a so called "loyalty" dept. is comical. Tried to get billing to pause my monitoring fee due to system not working for 12 months is impossible. Apparently billing cannot pause billing - just saying that is hard to digest. They need to transfer you to that "loyalty dept" to look after pausing. I also asked loyalty to refund me for 12 months of no monitoring but charged throughout. They couldn't do that as they would have to "escalate" that request to have someone call me in 24-48 hours.....well that was on the 26th of March and I have no heard from anyone! I called again and went through the same process 2 days ago and still have not heard from anyone!!! They set up a service call, had to be home between 12-5 for the technician. At 4:50 the technician called but he said he could not come to the house due to COVID which was contradictory to what the CSR had told me on the phone. If I had of known the technician wasn't allowed to come inside to fix an obvious inside technical problem I wouldn't have waited for 4 hours to get nothing resolved. Oh by the way the technician tried to sell us something over the phone. This company is BRUTAL!! Don't know how they keep employees that have to do this to customers on a daily basis. I am no further ahead than when I called on the 26th!!!! Help BBB!!!!

Terrible service- all about the $$$

Been a customer with ADT for about 9 years. There customer service and service as a whole used to be good but not anymore. So let me start with the most recent incident with this terrible company. We had called in a service order for a battery change because the customer can’t change the battery themselves without having a tamper message displayed on the control panel which is ridiculous in itself. At least give instructions on how to do it yourself. So when we called in for the service call, they said it had been 2 years since anybody had come out. Now this is not our job to keep track of when someone should come out and do a periodic system check up, this is the companies responsibility. So a tech came out about after a week of this annoying beeping sounds from the system that couldn’t be stopped. His visit was very quick and didn’t do anything about updating our system but claims we will be charged for the batteries used. He did some drilling near our control box and did not clean up after himself. So he left and we thought everything was good only later to find out when we armed the system, after it was armed for one minute, the sirens went off and control panel said something about the motion sensor memory. This was the motion sensor that the tech supposedly fixed. So here we are at midnight trying to go to bed but instead on the phone with ADT for an hour to solve nothing. They then promised a tech would come out between 12p-1p, tech was a no show. Let me add this as well, my son went to go take a shower in the morning and the water was ice cold. This tech somehow tripped the outlet to the water heater, and was never reset. I don’t even know how he did this. This companies reputation has gone down the drain. I can see why the rating is only one star. And then they have the nerve to charge us so much for there security system. Long story short, we are done with ADT and going to TERMINATE our services with them ASAP. We are going to switch to RING’s security.

I am so disappointed in the service

I am so disappointed in the service, the company and the overall experience. I will never recommend this company. I have a brand new home as of the end of January they put 2 holes in my siding where the cameras were not even being put in. Called to complain which the complaint went to a Kristy Pallante. I email them my estimate from a contractor. To be told that "I will follow up with you as soon as I complete the review of your claim. I'm still waiting for a response from out technician" So I ask "So how long do you wait for the technician to respond???" To get a reply "I'm unable to give you an exact resolution time for your claim. If the claim was reported to us stating our technician agrees to causing the damage, I wouldn't have to speak with him. Because the claim report states he doesn't confirm causing the damage, I need to speak with him to get his statement." Please keep in mind that I started this claim a day or 2 before March 25, 2021. Granted I just sent the estimate to her Monday the 5th. But I had already sent her pictures of the damage done and I feel she could have talked to the tech in the time period since March 25, 2021. One of them is perfectly round but they said they didn't do it. Camera for front door positioned so I cannot even see who is coming up my walk or steps. The back camera points towards my back door but it is about 50 feet away to the point where you zoom in and you still just see a blob. I was told this morning by the tech that showed up that if they were to move cameras that there would be a charge. Cameras go out of service often. Not happy, not impressed. Would like to get out of the contract but already signed for 2 years. Definitely way to expensive for what you get.

TYSHIEKA Taylor was extremely rude

TYSHIEKA Taylor was extremely rude, impatient & short with my husband when he had to call the company yesterday about charges that he should not of had and when she replied to him & wouldn't listen to him at all or believe him ,as he kept trying to tell her that he was over charged , Tyshieka was so dang rude to him and I heard the conversation that they were having from his speakerphone from the other room , I was so pissed that I said what is her name and where is this business and who in the heck was that talking to you like that !!?? Was that a relative ?!!? Or my mother ??????? When he told me the companies name I called to find out who the woman was he was talking to & I found out her name and this is why I'm leaving a review because it was uncalled for, unprofessiona & the company were the ones in the wrong and if anyone should have been short and frustrated it should had been my husband , not her !!! For they totally over charged him by alot of money and then this Tyshieka says no that just is not the case here ,, even though he was staring at his bank statement with the over charges on it ! If I would've seen all these negative reviews before my husband decided to choose this company well I would have told him to keep looking around before he made his choice but it's too late now. I'm nervous to see what comes in the future after reading these other reviews. . As for the tech that came to set up the cameras, he was good and seemed like he knew what he was doing but we shall see what the future holds ,,.....

Their customer service center is crap

Their customer service center is a joke. I literally had a customer service hang up on me and wouldn’t let me finish a single sentence. She kept talking over me and couldn’t even let me finish my question. Therefore, of course she could not even answer the question I had. Everytime I call for help I feel like I got disrespected in the most unpleasant way. Get another security company and save yourself all these trouble.

Incredibly pushy and uncomfortable sales tactics

I was contacted by an ADT representative to talk about options. I explained I just wanted to know about pricing. When I told the representative that I was just interested in learning more and wasn’t open to deciding on services just yet, they told me to look at the website for pricing and got off the phone. All that was available on the site was to request a quote from a representative. I talked to a second representative. I again told her (Domonique Crooms) that I just wanted to ask about pricing and options. I asked her to send me information via email about pricing and options. Instead, she sent me a contract and said I needed to sign it before a service technician could come out to assess the situation. I told her I wasn’t ready yet as she hardly gave me an explanation of the services despite asking. She insisted that it was not a binding contact and that it was “just to lock in the pricing” and I would discuss more information with the technician. She insisted I could cancel at any time and services would only start once I had the person come out and assess my needs. She was pushy about me signing it quickly while on the phone and again continued to insist that I didn’t have to follow through should I change my mind. She said I could cancel up until the day of the service or tell the service person that I am not interested once they come out. I finally signed it and shortly after she hurried off the phone. I got an email shortly after saying I only had 3 days to cancel. I was able to read the contract more thoroughly since I no longer had a pushy sales person asking me to sign it, and it was clearly a binding contract. I called immediately to cancel and the person I talked to was cold and stand-offish about it. She couldn’t give me any kind of confirmation of cancellation such as an email. I’m not convinced she actually cancelled it.. Overall an absolutely terrible experience. I will not be moving forward with this service. Update: several hours after calling to cancel, I got a confirmation email for my installation appointment. So, clearly it wasn’t cancelled.

I requested to cancel the service…

I requested to cancel the service within 3 days since I have until midnight of March 12, 2021 to cancel but I was told the acct management dept is closed and that my cancellation request will be honored when I callback during business hrs. When I called back I was told they can not honor the cancellation I previously requested. I was offered two mos free of service and $8 less monthly fee. I declined bec I lost my job and we can not afford it. ADT didn’t care about me losing my job because I was told I need to almost $4k for installation and equipment. We were told the installation charge is $0. We got a bill saying we need to pay the ETF on April 22, 2021. They took $1,098 from our acct on April 3, 2021. We were not able to buy two cans of milk and toys for our daughter bec our card would not work. When we checked our card that’s how we learned ADT billed us 19 days prior to the due date. This company is greedy. The outdoor camera does not even record. We were deceived.

ONGOING Abysmal Customer Experience | Go Elsewhere!

“Lies” “Scam” “Only thing more frustrating was ADT's response to the whole thing” “Will just read you cookie-cutter responses when you complain” “ADT deceptive business practice” “Tricked me” “Horrible customer service” “The worst security company” “Done with incompetence. Never again.” ^^ AGREE 100% with all previous reviews. Nothing more to add here that doesn’t highlight my utter frustration — and exasperation— with new installation Job #17345199 that took 3 appointments (3/16, 4/1, 4/2/2021) to get the requested equipment that matched against the original contract. Total bait and switch tactics that any consumer should beware of. “ADDITIONAL SAVINGS & DISCOUNTS: Free Installation of ADT Video Doorbell System & Added Tech Subtotal (Less Discounts) $-200.00” was noted on my DocuSign contract — yet technician charged full $200 for DBC835-V2] - ADT HD Doorbell Camera - SILVER (Command version) and had NO visibility into this promotional offer. So scammy. From sales to scheduling to appointment confirmation to technician visit(s), there is a complete gap in communication between internal ADT departments, so much so that it creates unnecessary customer pain points. If I could give -10 stars I would. This is the first negative review I have taken the time to post on Trustpilot (and across other social media channels) in a very long time. This illuminates how disappointed I am in my customer experience. I regret that I’m now stuck in a home security contract that I’m counting the days to get out of. Shame on you, ADT. I expected better. -- UPDATE 4/27/21 For transparency’s sake I want all consumers considering ADT to be provided with my subsequent interactions with ADT’s suspect and shady business practices since my original TrustPilot post. During the past week alone, I have spent 2 hours and 51 minutes on phone calls with representatives in billing, Account Management (Denise: 1-800-692-1909; Christopher: 1-800-692-1909), and email AlwaysThere@ADT (Jacquelyn Lawrence, Specialist. Exec Response & Resolution) and Timothy Lester, ADT Presidential Executive Response & Resolution & Social Media Specialist). Through all of these communication channels, my customer service issues, quite unfortunately, remained unresolved as of today 4/27/21. ADT has charged and processed a charge of $627.74 and I have no assurance this will be refunded. 4/27/21: 44 minutes 4/23/21: 1 hr 12 minutes 4/19/21: 55 minutes Since my original TrustPilot review: 1. 4/3/21: ADT admitted to overcharging my account (see email below) 2. 4/19/21: ADT Account Management (Denise) confirmed upon her review of account that I still was being charged for $400 in additional equipment that I declined at service technician installation: [WTS700] - 7in Wireless Color Touchscreen $200 [DBC835-V2] - ADT HD Doorbell Camera - SILVER (Command version) $200. A techn visit was requested by ADT Account Management to verify this equipment was not installed. 3. 4/21/21: ADT Service Technician was a no-show to the appointment that ADT requested: “Your ADT Technician, Erick Machol, is on their way and will be there soon.” Tech #: 195862 Job ID: 107918531 4. 4/22/21: Appointment rescheduled with ADT Technician Moises Contreras Tech # 204806 Job ID: 107918531. Work Order Summary Invoice Comments: Verified that the customer doesn't have a ADT doorbell or a secondary keypad installed at his location customer needs to be refunded the amounts charged to him 5. 4/23/21: Received an email that account had been closed: Hi, We’re sorry to hear that you have decided to cancel your service. In addition, any open invoices and balances due will be reflected in your final statement. Sincerely, Your ADT Security Team 6. 4/23/21: Emailed ADT for clarification on account closing, I did not authorize the account to be closed 7. 4/23/21: Email reply from Timothy Lester ADT Presidential Executive Response & Resolution (AlwaysThere@ADT emai) : Jason, This was in error and our office is working to reverse this. The account is still active at this time and the cancel was pending, and will be reversed. Our sincerest apologies for this. Timothy L ADT Presidential Executive Response & Resolution & Social Media Specialist 8. 4/23/21 ADT incorrectly closed my account, triggering a charge of $627.74 on my credit card to payoff the amount of a 60-month FlexFi 1 financing of security equipment 9. 4/23/21: ADT confirmed they would be processing a refund (Confirmation 3107369115) of $627.74 10. ADT internally canceled the pending refund (Description: "Reversal on notes receivable billing"), yet kept the same balance on my FlexFi 1 account for $627.74. DOUBLE CHARGING!! 11. Today's call (Case ID 12275711) offers no hope for resolution. BEWARE OF ADT

Constant Harassment...

We purchased a new home and my husband wanted to go with ADT, so he set everything up. Well, after looking at some other options, we decided ADT was a little overkill for what we were looking for, so he canceled everything the next day. No problems. Just to be safe, we called AMEX and advised them not to allow any charges from ADT to go through on our card, as they are not authorized, but there were no issues. Unfortunately, they have been harassing us DAILY with numerous phone calls asking us to reconsider. Every. Single. Day. At this point, I will go out of my way NOT to recommend ADT to anyone and everyone just based off the harassing phone calls. I get one, maybe two follow-up calls, but when a person says ‘No’, they mean NO. Accept it and LAY OFF. **Response to Carla: Why, so you can harass us by mail? You guys already do that. I get stuff weekly from ADT, and it goes straight into the shredder. My husband has blocked all the numbers your company calls from one-by-one, and there’s no way I’m giving you people any more personal information. Leave. Us. ALONE.

I have 2 take them 2 court!!!

So less than a month ago I got adt installed and since then I have not had one full day use from it cause the internet isn't good where I live so I told them just take it out then since it doesn't work and they said if I pay the 75% of the contract so NOW CLEARLY I'm gonna get a lawyer cause I held up my end of the contract they have not! And don't even get me started on the customer service! DO NOT GO TO THEM!!!!

ADT is a scam

ADT is a scam. My ac will not even come on after adt did something. Telling me they will pay me back after I call a ac guy to fix what they messed up. Then I make a double payment because I had the money at that moment. They told me my money went to a new installment.? But I never got anything new. Only had a tec. Come and fix what was wrong. I have no ac and they telling I need a make a payment when I just paid double. They area big scam....