If I can give them zero stars I would

If I can give them zero stars I would. I was sold an alarm system that did not need to be upgraded. Sales person convinced me the new features would allow me to not hear key tones on the keypad even when setting the alarm. Not only do we still hear the key tones, now we have a female voice telling us the alarm has now been activated. I’ve called Customer Service twice been on hold for 40 minutes each time and was promised a manager would return my car both times. It has been two weeks and no return phone call. I have been an ADT customer for over a decade. They do not care about their customers and getting a call back from a supervisor it’s just some thing I believe they say to get you off the phone. I spent $400 to create an alarm that did not need to be upgraded. What a scam!

Today without warning my smoke alarm…

Today without warning my smoke alarm caused an alarm system event. No fire, no cooking, no smells. No reason. In my panic to turn off the alarm I missed the call from monitoring which then resulted in the fire brigade turning up. Contacting ADT customer service is a difficult job. So much prerecorded message time, it’s a good job it was not real emergency. There are no proper options for a help call post alarm going off. Eventually talked to someone who said engineer would attend by end of day. Two hours later the alarm went off again. This time I managed to answer the call and prevent fire brigade attendance. ADT then disabled my alarm until 6pm. Thankfully it did not go off again. Around 5:30pm ADT called but only allowed the two rings before giving up. I had to call the main number with all the rubbish that involves again only to be told no engineer today. Hopefully tomorrow. The engineers are great. Customer service is utter rubbish.

Horrible

Horrible! I was on the phone with a rep for 40 mins ordering the equipment I wanted. Everything was ready to go quoted $1503. I registered online could verify the order. When the installation guy showed he only had 1/2 the equipment listed. I went to the online account and previous quote was deleted. Install guy was trying to upsale me spent another 45 mins explaining that what he had was wrong and I wanted what I ordered. He was switching the order in my account as we spoke. Finally asked him to leave and spent another hour on the phone cancellaing the contract!

Unresolved Name Change over 4 Years

After 8-9 years of service and 4 years trying to get my name updated on my account post divorce, ADT still has not provided the concessions they stated they would and recently told me that the only way to fix this is to set up a new account. Frankly, it's the worst experience that I've had with any service company - I've lost countless hours of my life talking to reps in different departments who tell me conflicting things, after all these years, now I need a new account with a new 3 year term - they didn't know this before? I was on the old account but not the primary, but ADT kept telling me it was fixed and there are no problems. I continued to get called by my ex's name and did not see the change on my account documentation when I called in. I expressed concerns many times to ADT related to safety and access to my property as long as this issue remained unsolved. An agreement was made to get a 2 month credit and change in rate, however this is not being honored nor contract provided or anything in writing to validate the agreement made to date. So now on top of everything, I continue to be quoted a bunch of different stuff and no one seems to be able to refer / read the notes in the system to put the whole picture together. So I continue to get pushed from department to department, sometimes just getting hung up on or being on the phone for 2, 3+ hours at a time. After 8-9 years of business I'd think that ADT would be better than this. All I have is a significant loss of time and the same safety, access and pricing concerns all associated with the name change request. Customer service has been a nightmare. While there are some reps that were trying to help, many were not helpful and in the end, my concerns remain unresolved. RESPONSE TO ADT: No offense, but after all these years of not fixing the problem, an auto reply to spend more of my time calling ADT and sending in my review from Trustpilot about the same issue is not appealing to me. My time is not free. The right response was to fix it the first time and stop wasting my time over the many years and opportunities that ADT had. You've lost my business permanently.

absolute cowboy customer service

absolute cowboy customer service! from initial sales to now it has been an absolute nightmare. Salesman Atman Pandit promised us 3 sensors and a £50 voucher for various shops in our tariff. On the day of installation, only 2 sensors were brought in. Had to call the sales person on the day to get it sorted. Now still chasing the £50 voucher with the sales person - keeps fobbing us off saying he has emailed the voucher team and nothing else he can do. Then called the customer service and they again say the same thing - they have emailed the voucher team. Completely unprofessional behaviour throughout. Will never go for ADT again. Will be cancelling it asap!

DO NOT SIGN UP WITH ADT !

DO NOT SIGN UP WITH ADT ! I got ADT in November 2020, in December less than a month later my home was burglarized. The robbers tampered it’s the equipment and all ADT did was send me an email at 1:16am telling me the equipment was tampered with. It took months to resolve the issue (it’s now March 2021 and I’m still in contact with them) I terminated my lease on January 31, 2021 and prior to that I notified them that the equipment needed to be removed, they did nothing and after I turned in the keys with all the equipment inside they continued to bill me. After my situation ADT is still expecting me to pay $1600+ In termination fees. This company is a scam and I wish I would’ve read the reviews before. You’re better off getting the Ring system it does the same thing. take this as your warning.

If I could give them a 0 I would worst…

If I could give them a 0 I would worst company EVER go with any other company adt uses the middleman as an excuse to get out of the their obligations and the middleman uses adt to get out of theirs being charged $488 for equipment I never got and a tech that lied saying we turned him away our camera records rain thats ALL not whoever got into my building I have been trying to get out of the contract for over a month we have only had it 2 months adt uses safe haven as their excuse and said we will have to pay 75% of our contract so please whoever reads this go with anyone else not adt or any other company associated with them

This is my first time to have adt…

This is my first time to have adt service. At first they said they gonna give me the tablet for the wall so I can the people in my front door they said wait for 3 months and now is already 6 months still none. And now they can changing my due date they said past due and when I called them it always changed every month. That’s horrible, If I can go back the time when I signed the contract I will not get their service. Fellas before you sign on their contract make sure you think about it first.

WORST COMPANY ON THE PLANET!

WORST COMPANY ON THE PLANET! I’ve been on the phone now for two hours…speaking with my 5th customer service person…keep getting transferred and have to explain the problem AGAIN! Phone system is so bad I can’t hear/understand them at least two of the ppl. No one knows what’s is going on. Son got CONNED into a “no contract” installation. Of course that was a LIE! Transferred the “2 year contract” from California to Massachusetts and was told they only do 3 year contracts in Massachusetts. Customer service/sales/install at the time didn’t know what was going on. Accts were never combined. OVER CHARGED for install. Being charged for two accts now. Now I’m tied into them for TOO LONG! Will report them to MASSACHUSETTS ATTORNEY GENERAL for lying and deceptive sales practice.

Go with Nest, Ring, Lorex...anything but ADT.

Go with Nest, Ring, Lorex...anything but ADT. I have been an ADT customer for 9.5 years. Upon selling my home, I was advised by ADT that I owed a termination fee of $678.21. ADT claimed I was under a 36 month contract which I was tricked into signing when I ordered cameras to be installed at my property seven years after being a customer and well outside any contractual obligation. The cameras were never installed. Instead the sales technician installed a new panel--which I didn't even want or need. This work order that I was tricked into signing was actually a 3 year contract.

Cannot add onto the system without paying more!

Note before going with adt... you cannot upgrade your system yourself!! I wanted to add one additional window sensor and was told I had to have a technician do it. I asked if I could have the installer code so I could add the sensor through the control panel and was denied it. Its MY system! Go with another system like simply safe where YOU can update it without the additional cost and time of having to use an adt technician. Once my contract is complete, I will not be renewing with adt.

Not good for busy or high crime areas

I figured I'd create a follow-up thread as this is probably important for any millennial looking at this service. Price and equipment paid for just isn't worth the monthly ticket anymore. Unless ADT makes some changes, I see others overtaking its market share in the coming years. Context: My home was broken into and no facial features could be used by the cops because the camera resolutions are so low. Now a criminal is walking free because they want to use the outdated camera at premium prices. After trying to cancel due to the terrible resolution and quality of the cameras, I was hit with a "$1,400" cancel fee. I've only had the service since the end of Dec and was counting on the 6-month money-back guarantee. ADT did come out to add another low-resolution camera outdoors that's just as bad as the doorbell camera resolution. Even the install tech had to laugh. I can't even see the license plate of a car parked in my own driveway. I really wish I was making this up. I've had 3 technicians come out and none of them use ADT themselves. For a company that's been in service for 100+ years, they're having a hard time keeping up. As a full-time Technology Consultant for a fortune 100 firm, I see companies like this bank on consumer loyalty rather than investing in giving customers a better user experience. Save yourself time, money, and heartache...I don't feel safe in my own home while paying $69.00 monthly. Don't let this be your story. It's unfortunate that this company is willing to risk my life, instead of doing the right thing. I'm seeking legal advice next week. I will update here.

ADT has overcharged my account for 9…

ADT has overcharged my account for 9 months straight. I’ve spoken with several customer service representatives and they assured me that everything was fix, but each month that I review the billing, they are charging me for addresses that shouldn’t be linked to my account. Their customer service representatives really doesn’t their system and I really believe that they are intentionally charging me because like I said, it’s on file that we have been dealing with this issue for 9 months and it’s still not resolved. Think twice about getting ADT. I’ve learned that they have way better providers and ADT is at the bottom of the barrel. If you want better service, don’t get ADT.

ADT bills you for service BEFORE…

Well ADT bills you for service BEFORE you get it. I wonder if they like paying for service before they get it like their electric service, car service, phone bill. I bet they don't! Also I took out a contract that includes house calls service at no extra charge and EVERY time I call for service they put me thru hoops saying they have to charge me until I insist that they look at my contract. Nothing but trouble here! I don't recommend them!I read your response. So you are going to change your policy to bill customers after you provide the security service? Is that correct?

Worst company EVER to deal with

Worst company EVER to deal with. Do not do it! They make you enter into a 3 year commitment pay a TON for their equipment and couldn’t care less if you are happy once that contract is signed. Another thing they won’t tell you up front is that you have to stay at the SAME location for 3 years. We’ve moved twice and kept ADT at both locations, paid a ton for their equipment and now want to cancel but because I didn’t stay at this house 3 years I have to pay $750 + to get out. Every time I call them they transfer you to 20 + people and the customer service is horrendous so naturally I don’t trust them in the case of emergency but they couldn’t care less. AWFUL AWFUL COMPANY!!! See the reply below for how much they don’t care.

Was told I had to have a mandatory …

Was told I had to have a mandatory upgrade and took off work when they said they'd be here. They have canceled on me twice!! I can't afford to keep taking off work to have them not show up.

Terrible service

Terrible service

The worst ever Don't recommend this…

The worst ever Don't recommend this company at all not only that they renew your contract without asking you but expect you to pay them the 2 years in full when canceling.

I would NEVER NEVER recommend anyone to…

Recent update!! I paid my cancelation fees and 1month payment and NOW they have been harassing me with numerous phone calls. Every. Single. Day. ----------------------- I would NEVER NEVER recommend anyone to use their service. Here is a list of reasons for your considerations: (1) when I install the equipment, my previous house owner already have the set-up but for some "technical" reasons, I still have to purchase theirs and install a second set in my home. Fine :) (2) when you sign the contract, they said they would give you a discount but didn't bother to mention that there is a contract that you basically have to continue their service for 5 YEARS, otherwise you will still have to pay 85% of the rest of the remaining bills. Nice one :) (3) I called them to end my service in Jan and guess what, due to their "30 days cancellation policy", I got charged TWICE in Feb, in addition to the payment I made in Jan. I am not good with math but shouldn't you call this "60 days"??? (4) If you ever need any help from their customer service, well, good luck. Not to mention if they are unable to help you at all, instead of explaining, they got so impatient and even rude every time I called. For example, this is what heard once "It is what it is. you are not understanding or what?" excuse me?? Anyway, DONT BUY THEIR SERVICE!!

My household has been customers of ADT…

My household has been customers of ADT for almost 8 years even keeping them when we moved 3 years ago. We have purchased a new home and after countless issues with our cameras not picking up movement like they should we decided not to continue service in the home we just purchased. I called ADT and talked to someone and asked what my full amount due was to pay and close the account to which I was told $176. I paid that amount on the spot and cancelled my service. Imagine my surprise when I receive a bill in the mail stating I owe another $111 beyond what I had already paid. I tried calling ADT to find out what was going on and waited on hold for almost 2 hours before talking to a representative. I was told that was the amount for cancelling my contract even though whoever I talked with previously had given me a different amount which I paid in full. I was told they would have someone review my account and get back with me and they never did. I called again today, a couple of weeks later, and was again told they would have someone call me about the charges. In my opinion if a representative tells you an amount to cancel that is what they should go by correct or not and not penalize the customer.

ADT is the worst security company ever

ADT is the worst security company ever! Satay away from them! Very expensive and unfair bills! I switched happily to Ring and am paying only $10 for professional monitoring with Ring! I forgot to pay my final balance with them and they sent my bill to a collection agency after three years of being a loyal customer to them! I can't detest them more!!! I would give them ZERO star if I could!

Garbage system, garbage monitoring, garbage customer service.

This company fails at the most basic security tasks and always has. I assumed it would get batter with time, but I think they are actually worse than 9 years ago. There isn't enough space for the laundry list of their bs, so I'm limiting this review to my biggest complaints. 1) They do not call the correct person when the alarm goes off. I have a rental property and sometimes I have a property management company. No matter how many times it's explained that I am the home owner who pays the bills ONLY, but does not live there, they can't get it right. They have the tenant's info, but still call me halfway across the country when the alarm goes off. They also don't know when it's armed and can't tell me when it's not working - long story short, resulting in bills for months of no service. 2) Related to the first issue; I got married two years ago, they can't update my info to save their lives. 3) Their managers lack basic customer service skills when issues are escalated like alarms that don't work for months. IF YOUR PROPERTY IS NOT YOUR PRIMARY RESIDENCE, SAVE YOURSELF THE HEADACHE AND TAKE YOUR BUSINESS ELSEWHERE FOR PEACE OF MIND.

Thinking about getting ADT? Don’t do it.

We canceled our service 4 months ago after trying to upgrade to wireless service and having them cancel our install 3 times.. Since then we have been getting bills and monthly electronic debits. Call after call and nothing happens. Can’t overstate the frustration. Once they get their hooks into you they never let go. It is the Hotel California, you can check out but you can never leave. Now have SimpliSafe. It is less expensive and works great.

Blue by ADT is just Waste

Blue by ADT is just Waste, my house still gotten broken into during an outage and the system was armed. Recently we just had a power outage and the system didn’t work. This system is made for people to spend money and get no protection for any outage. The system is also not designed for the elderly, I wouldn’t refer them to anyone that I truly care about.

Do not recommend this company

I do not recommend this company. The customer service is extremely poor plus they completely messed up the installation of my system. I scheduled an appointment and waited at home for 3 hours (needless to say lost work) no one showed up. I called ADT ad they didn't even show that I had a technician scheduled.