ADT is worth than burglar

You should be prepared endless...endless...waiting time to cancel your service after the contract expire. Bad...I mean...bad...real bad company. It is worth than the burglar. Don't even think to have a service by ADT. Never...I warned you and meant it.

56 minutes on hold and counting.

I called and cancelled my service on 12/16/20 when my contract was up. On 1/4/21 they charged my checking account for another month. I called in and got the charge partially refunded because they have to prorate the month I cancelled. :| I don't agree but whatever. Then they have to transfer me to account management because the cancellation request shows on my account but was never processed so only account management can help me with that. I get transferred and the recording says my wait time may be more than ten minutes. I have now been on hold for 56 minutes and counting while the recording repeats every few minutes how much they value my time. Based on their customer service alone, I do not recommend ADT. ****final hold time 1 hr 2 min 51 sec.

Customer service

I would give them zero stars! Just got off the phone with Brendi definitely did NOT like her customer service!! I don’t like ADT, I’m just waiting for my contract to be over.

Adt salesman and phone reps lied to me…

Adt salesman and phone reps lied to me about the contract now im stuck in a 3 year contract and can’t cancel due to them charging me for 3 years of service i have not received and they even charge to fix equipment that they themselves installed wrong im paying for a broken camera, annoying sensors and a fire alarm that goes off everytime i someone cooks

Worst company ever and costumer…

Worst company ever and costumer service, i have adt for over 1 year and every week i need to call them and waist over 2 hours on the phone for them to fix front doorbell camera . We paying every month for no service and they don't want to cancel the contract, they want me to pay the cancelation fee or keep the service but for the last 4 months i have to call every week and no fix

I have been on the phone trying to…

(UPDATE.....on 2/6 ADT has contacted me and will cancel my account for me at no charge for 30 day notice not given. They are also sending me credit for the unused portion of my current months service. I was no longer on a contract.) ...........I have been on the phone trying to cancel my service that is no longer under contract. Its just basic monitoring i have been a customer of Brinks and now ADT who purchased brinks for 25 plus years... My monitoring equipment is outdated and no longer works with ADT... Poor customer service have been on hold for over 3 hrs plus now.

Will not work with people finically (COVID)

I signed up with ADT for my business when I moved into another building, and it was already there. When I signed up, I was not told about the 36 month contract. Within about six months of being in the new building, the owner filed bankruptcy, and we had to move. When I went to cancel the contract, I was told that I had to either pay a $1200 early termination fee, or move it to my home, and sign a new contract. I consented to move it to my home, which cost me another $400 to have installed at the house we were renting. Fast forward to November of 2020. I had to close my business due to a lack of business from COVID. We also had to move to a different state to take jobs. When I called to cancel service at the home we left, I told them of the situation, and the representative told me there was nothing she could do. We have nothing to give them right now and are barely surviving. There is no way we can afford to pay an early termination fee, nor pay $400 to get a new system installed in a new rental that is only an 18 month lease. I am receiving emails that my $924 early termination fee is overdue. I called and spoke with a representative who offered to take $100 off if I could pay it now. That’s not helpful if I don’t have the money to pay anything! The only other solution that was offered was the new person in the home could sign up for service, and we would be out of the contract. My question is, how do we know the new people signed up? The only source we have to determine that, is ADT. I was also told that if my account goes over 211 days past due, it will be sent to collections, and it would hit my credit bureaus at that time. I would think any company would do their best to help people in this uncertain time!? So far, they’re very unwilling. I would never recommend a company that cannot work with people, and has to force people to stay with a contract. ADT, you need to work with people in this crazy time of financial uncertainty. UPDATE 1/7/21: After this review I received the message to email them. I did, and this was their very unhelpful response. “We're sorry for the troubles. Thank you for reaching out. We believe in being transparent; that is why the length of the contract and penalty for premature cancellation is in bold font on the first page of all of our agreements. The terms of the agreement are fully disclosed. By signing, you are acknowledging that you have read and understand the presented terms, and accept them. This is not to say that ADT does not sympathize with your current situation, as we do. ADT automatically discounts the cost of premature cancellation by 25% on all residential accounts. This is a courtesy that you are contractually guaranteed. Please connect with us directly at 1 800 238 2727 if you'd like to discuss further. Best regards, Mazen N.”

They have the worst customer service

They have the worst customer service, 2 hours on the phone and they transfer me from one person to another. they just give me excuses. What a ripoff. I wouldn´t recommend them to anybody. every time that I call them it was a waste of time. i don't have words to the amount of time that I waste with them on the phone. i called them like 10 times in a week to solve a problem and nothing. a complete mess.

There should be zero stars

There should be zero stars! Has been nothing but a bad experience. We were basically swindled by the person who signed us up (our fault for not reading the contract better). Our alarm system has never notified us when it has gone off, thus making it pretty much pointless to have. I have been on hold for over two hours trying to cancel my service ( I am sure that is purposeful) which is going to cost me a ton, but I don't care, that is how sick of them I am! Despite the fact it barely works, ADT has continued to increase my bill up to 21 dollars more per month than what is written in my contract to the tune of almost 400 bucks on the life of the contract. So basically I can't cancel my 36 month contract but they can change my rate anytime they want and don't bother even telling me. I would never recommend them to my worst enemy. Lots of sh**ty business practices designed to trap people (again my fault for not reading better) into a contract that forces them to either be stuck with it, pay a huge fee to get out of it or have them ruin my credit. If a company has to rely on "fine print" to hold their customers hostage, it says alot about their business and should be illegal.

Actively trying to cancel my service

Actively trying to cancel my service, despite 2 different ppl answering the phone, I have now been on hold for 2 hours and 2 minutes and counting. I'm still on hold as write this review in the hope that perhaps someone will see it and take my call.... in reply to Adt, I have Actually already sent 2 emails to you. After 3 hrs on hold, I finally had to give up because I'm at work and hang up. I've heard nothing back from my emails.

Terrible customer service!!

The service technician that came to install the security panel placed it in the wrong apartment. After continued calls to have the system moved to no avail, I figured since I wasn’t turning on the alarm I wouldn’t be charged . Oh how I was wrong !!!! After not turning on the system not even a single time I was hit with a 910.89 early termination fee, that was sent to collections. After spending hours on the phone with incompetent telemarketers and being put through one person to the next I was ultimately told there was nothing that can be done to reverse the collection amount. BE CAREFUL WHEN DEALING WITH THIS SECURITY FIRM !! They are only out to rope you into what seems like a fantastic deal , only to find out that there all sorts of hidden fees.

I recently got blue by Adt for my condo…

I recently got blue by Adt for my condo And it is wireless. set up is not as easy as they say . The sales person failed to mention it was 3 year contract and to do month to month it was higher charge. The camera battery dies every 2 days ( if you want cameras your better off getting the ring had that prior to way better). The base is not that loud even being in a central area . so you can’t always hear the beeping when the door opens the app seems to be always delayed (moving slow ) or video will be frozen on motion from two hours ago even after refreshing . I haven’t figured out how to turn the alarm on from the base in the event my phone was in another room and I wanted to just quickly turn it on with the base. Lastly I noticed a payment come out automatically they said it’s automatic payment withdrawal and I couldn’t stop it and before signing up no one ever told me this . Over all not very happy with it. I assume the alarm portion is decent which is why I give 2 stars I hope it will serve its purpose an work correctly if any one ever tried to break in. But the over all I don’t see it being worth it and the money portion it just all seems like a scam not a very good company to work with at all from my experience they are not honest

Do not get service for ADT

Do not get service for ADT! They installed our system for almost $4,000. Never worked well. Alarms would go off for no reason. Called them and they said they would have to charge for service call to take a look at it. Also our cameras don’t work if it’s cold out or if it’s too hot out. Get a system at Costco before you decide to let ADT RIP YOU OFF

Disgusting

Disgusting! At times like this when people are forced to leave their home big companies like this still take advantage of hurting people forcing them to pay for services no longer being used due to a contract claim. Come on! It's disgusting and heartless! You really think customers will return to a heartless group like this when they do get back on their feet and a new home? Never! I know I won't!

Absolutely avoid

Absolutely, under no circumstance should you invite ADT into your home. You will be prevented with up charges, surprise fees, and a contract that is near impossible to get out of. They make cancelation extremely difficult. There is no way to email them. Customer service is abysmal. Please, please, do not make the mistake of inviting them into your home!!!

Dont even waste your time!

Dont even waste your time!! Knew exactly what i needed the quote from technician Kevin was told 289.00 + tax. They sent a different technician out the second time and the price tripled! Wouldn't recommend doing business with ADT!

ADT - DO NOT USE - BE WARNED DECEPTIVE

Update 2 months later After many conversations and arguments with ADT, I followed their guidelines and a 2nd and 3rd tech came out. The third tech acknowledged the faulty equipment, I didnt get the better equipment I was to get with the upgraded plan and the faulty install. He offered my choice to install all new equipment correctly or excercise my right to cancel. I said save the money and I will cancel. He advised to call ADT and he would put in notes. I called ADT and advised of the 3rd visit, what transpired and excercising my right to cancel per the response from ADT below. They refused and wanted to send a 4th tech out. After a frustrating call, they threatened me with a $1,500 charge if I cancelled. I advised I wanted it cancelled and wouldnt pay them a penny due to the system never working, fraud on the equipment I recieved that was confirmed by all 3 techs and their poor customer service. When being sold my ADT plan, I was informed of the 90 day money back guarantee, it was set up at the basic rate but if I wanted the upgraded equipment, tell the tech and he will provide and move me to the next level of payment. The appointment time was sent to me via email at 12:00am so we didn't know when the tech would arrive. The tech showed up, no ID, no mask and no ladder, he climbed some shelves and my couch to put on sensors. We had to ask him to put on a mask since Covid restrictions. I did ask for the upgrade equipment which I received the monthly charge for but was told I don't get the upgraded equipment, that would be extra $ another lie from ADT. After the install he asked me to sign his cell phone confirming the install which I did and he verbally confirmed the 90 day money back guarantee. Four people confirmed to me the 90 day money back guarantee; the sales person, the install tech, the 1st person I called for assistance and the next tech who confirmed it was a poor install, understood my frustration and would advise his manager I wanted to cancel. The system didn't work, sensors were falling off windows, the alarm would go off when not armed and opening the front door set off a tamper alarm. ADT advised to trouble shoot on our own then frustrated I exercised my right to cancel based on them not delivering a working system. They sent a tech out who confirmed it was a bad install and the software was not working properly, I told him I wanted to cancel and he said he would let his manager know, it was a bad install and within my money back guarantee. The next day, I heard nothing back so I called the cancellation number that was provided to me. I was passed back and forth between 7 different people, some not wanting to deal with it and some that were pure nasty that I started to lose my temper. These people informed me that when I signed on the cell phone for the install that was a new term contract that only allowed 3 days from signing to cancel. I explained that the system didn't work and I lost trust in the system and what was communicated to me 4 times about the 90 day money back guarantee. They accepted that I was told that, confirmed that the system was not functional as they could see the error messages in their system but would not release me from the contract unless I paid 75% of the total contract. They were argumentative, didn't care, acknowledged the system failure, acknowledged what I was told but were only interested in my money. I went up to the corporate office where I met the most nasty of people. Michelle Employee # 271464, Khyler Employee # 17967, Julius Employee # 97710 to name a few with some customer friendly professional people like Gabrielle #309314 who sent a note to the local office mentioning the poor install and the request to cancel. I never heard from the local office. I received a few calls from them re-iterating the same conversation over and over. They all acknowledge what I was told about the 90 day money back guarantee, acknowledge my attempts to cancel but advised me that they didn't have to deliver a working system so that the 90 day money back guarantee could be executed. They actually said this. What they wanted to do was to continue to send tech out as much as possible but would not release me from the contract because I was 10 days into the contract and the new terms from the cell phone signature of 3 days. In addition, they tried to play a recording of a survey which was difficult to hear with 2 women discussing the install the day of the install. I believe this to be a doctored call, the only phone number they confirmed on file was my cell phone number and they did not have my wife's. I highly recommend using another company or do it on your own. I have read reviews about ADT and the deceptive practices since my bad experience. I am only 3 weeks into the service, have yet to put the alarm on, mistrust ADT 100% and warn all consumers not to do business with ADT.

Buyer Beware: Safestreets ADT reseller scammed me

ADT uses SafeStreets as a reseller, Safestreets sold me an ADT & AT&T package. The AT&T package was never fulfilled, and now I can not get out of my 2 year ADT contract. Customer service was no help, I kept getting passed back and forth between both companies. It felt like I was scammed for an ADT contract. I will be looking at filing a claim with the Better Business Bureau too. Buyer beware! Update Jan 1, 2021: I contacted ADT per the reply below. As suspected, they referred me back to AT&T. I reiterated my issue is not with AT&T it is with ADT and that their reseller sold me a scam package that locked me into a 2 year contract. I'm not changing my 1 star rating.

horrible experience...do not fall for it! make sure it truly is 24 month contract because they will switch on you to 36 months!

horrible experience...think it was through a 3rd party defenders based out of Desoto texas which charged crazy amount for crap, 3 door sensors and 2 motion. salesperson straight out LIED about the contract that it was a 2 year and its 3 year. I'm now at 2 years so finding out the hard way. and sad thing is I switched to vivint like about 8 months ago which is THE BEST and have been paying on both until this cancellation date just to find out I still have another year. still canceling and will pay the 75% but warning you, ADT had been nothing but problems, you get a whole lot more with other companies stay away from ADT and defenders. To top it off after I posted this review they came back with another lie claiming that they customers are given the three-year contract prior to installation which again is false and maybe if you go through ADT direct they do but again with my experience with Defenders out of De Soto Texas that installed the ADT system, that is DEFINITELY not the case. All I was left with was the work order which says nothing about terms on there. So you can keep your apologies and you’re spill about how you strive to become better.

Please see my previous entry from 12/27/2020 first.

12/28/2020 I called ADT to cancel service due to poor customer service (see my entry from 12/27/2020). When I explained to Elisabeth (the rep who finally picked up the phone), first she said, “that’s weird,” and then she proceeded to sell me a new system with cheaper rates. I tried to explain that it is not the system we have an issue with; it is the service or the lack of service to be the reason we want to cancel. I also requested that we want the rest of the contract fee to be waived due to us not using the safety camera, but she said she couldn’t do that. At about 3 pm, I have received another phone call from Casie (Cassie?), another representative. She started apologetic, stating she understands how frustrating it is not to get the camera re-installed for four months and proceeded to offer a new system with cheaper rates for 6 months (somewhere around $34/month for six months). Yet one more time, I explained that it is not the system or hardware that is the concern, but the lack of service. She repeated her offer for a new system and cheaper rates. Then I have calculated how much it would cost ADT to install a new camera free of charge (she quoted about $250 + labor) and six months of the service fee, roughly $200, the total being $450 + labor). Then I proposed that instead of doing that for us, she should waive the rest of the contract fee, which, she said, is about $71. I tried to have her see that waiving the fee is much more favorable for ADT (71 vs. 450+ labor), but she said she couldn’t waive the fee, however small. I proceeded to say that it is not the system; it is the lack of ADT service that we find unsatisfactory. At that time, she started apologizing while talking over me and hung up. I called back, and after a few minutes of waiting, she picked up the call. We have gone over the concern one more time because she seems to document it incorrectly, as she said that maybe things could have been different if I have not called the technician. I explained, yet again how the situation developed. At one point, she became slightly defensive when I stated that “you did not provide satisfactory service.” I explained that when I say “you,” I do not mean her personally because I do not know her; I am simply speaking to her as “you, the ADT representative.” Ultimately, she apologized again and stated that she couldn’t waive the contract fee. Sad, because after speaking to two reps today, I can say with certainty that ADT did not have our best interest in mind; as Cassie put it, they want us “being safe and give us the peace of mind” but that has not been true in our case. They ignored the service issues and continued to try to sell to us more services with a new system even though the service was the issue all along. I understand that both representatives were doing their job, the job ADT trained them to do; however, it is tough to speak favorably about a company that says they want happy customers, yet they do not provide service, and when a customer (in this case, me) brings it up, they train their staff not to listen.

Horrible experience!!

Horrible experience!!! Have been paying $78 a month for a service that I can get for a simple one time fee. After 3 years I call to cancel and they tell me I am not allowed to cancel because I couldn’t remember my password. Did not give me ANY alternate ways to cancel my service at all! After 2 or 3 months of trying to resolve issue, I decided to change my credit card information. Immediately when I did that, they magically had the authority to issue me my password to cancel service (only after charging me 3 MORE months of unused service) now I have a $250 bill that they sent to collections! Straight robbery! Just paid because couldn’t afford to damage my credit.

Stay away

Stay away. In my opinion, they are a terrible company, no customer loyalty and service is non-existent. If you try to terminate your monitoring after years of being a loyal customer they will reprogram everything so now your equipment is worthless and you are on your own with no chimes, alarm sound and a paid off junk system. That is what customer service told us when we terminated.

Bad ever customer service

Bad ever customer service. I called for cancellation services, they play with me like an hour and then start offering discounted prices and 2 month free. I told them your system is removed completely, packed and through into the store. I cant continue with ADT. After one month, they charge my card again. On calling about this charge the lady treated me disrespectfully and told that it takes more than 90 days to close the account and they will keep charging. I asked that the system disconnected from battery and removed all sensors from my store & I did not receive any call or notification from ADT, so what is the credibility of your system, you are still firm on that store is safe and your system is observing. She said your are correct but still we have to charge until the closing period. I kick out ADT from my 3 other family business. I strongly recommend avoid ADT

5 stars on ADT site. 1 star or less everywhere else

ADT doesn’t tell you that they will change your monthly charges even though you sign a contract, it’s in the very fine print on page 5. They also do not tell you that they are not liable for anything should they “not respond to monitor during a break in”. So they do not have to do their job or maintain their promise. It’s a huge let down. Cannot write reviews on ADT websites so their website shows fake ratings! Should all be illegal! After reading the real reviews all ADT keeps saying is “we are sorry for your frustrating experience...” but if they were really sorry they would 1. Change the policies their customers are complaining about 2. Ensure potential customers knew about these issues by having them initial the areas of the contract that outline these outrageous stipulations 3. Take down fake ratings and allow these real ratings on their adt website to keep them transparent and honest

Incredibly poor service and a total gauge, yet another corporate scam

We signed up for ADT after reading positive reviews (likely paid for by them on sites that they own or sponsor) and living in an area where crime has increased and policing has decreased we decided to try ADT. After putting forward an excellent sales pitch on the phone we agreed to sign up for the 30 day trial. We spoke for a lengthy time to Mark the sales person who was very charming and allegedly an ex marine. A big part of the pitch was that if anything goes wrong with any of the equipment at any time ADT will send someone to sort it out asap and as we are not DIY people this was attractive. Fast forward to 60 days later, equipment faulty, long, long waits to get anyone on the phone and once through passed on to department after department. Overall a complete nightmare and I now have zero faith that they would be any help if there is a genuine issue.