Horrible company

Horrible company. Tried multiple times to close account, even though we no longer own the home. Continued to bill even though I called months ago to close account.

ADT by Tellus consistantly keeps you on…

ADT by Tellus consistantly keeps you on hold for 20 to 40 minutes without fail. I hate having to call them for service of any kind.

Rebate scam

I'm not actually rating their service. My issue is that they charged me 100$ for the installation but they said I was going to get a gift card. after 2 weeks of not getting anything I called them and they explained to me that I actually have to go through a painful rebate process. they outsourced this process to another company (Elite fulfillment group) which has a very obsolete process in which you have to print and complete and mail back and it takes around 15 weeks to get the money back. I still have not completed the process so I don't even know if I will ever see the money

Customer Service is non-existent!

Customer Service is non-existent! This company's customer service is non existent! I had a system installed in my house, soon afterwards the system kept going off every night around 3:30 AM, the alarm pad stated it was tampered with. I called ADT, who stated it would take over a MONTH to come out and fix the system!!!????? I wasn't happy, but ok, The night before my appointment, ADT called to say that they were unable to keep the appointment!!!!! now I am upset, I have waited over a month, while their equipment goes off at 3:30 every morning!! I stated that was absolutely unacceptable, ADT is a multi million dollar corporation, and their staffing problems are their problems, NOT MINE! They were magically able to get an appointment and a tech lined up for that night, GREAT! 20 minutes later they called to say the tech couldn't make it for 6:30 but would arrive between 7-8. Ok, no big deal. At 8:45 i called ADT because nobody showed up! and the lady who answered the phone reviewed my account and stated the tech showed up at 7:18 and I quote "ran out of time"?? I explained to the lady that i didn't think anyone showed up on my property as my dogs and security lights didn't notify me of someone on the property as they usually do, but ok, maybe my dogs were being lazy, I informed her that I have a camera system with 16 outside cameras on the property and would review the cameras, Guess what? NOBODY showed up to my property!! she then spoke to a supervisor, who stated that the tech was on the way?? ( I thought he was already there)?? in closing, I'm paying for an alarm company who is either incapable or unwilling to provide the services as outlined in the contract and will be pursuing a breach of contract order! I am uncomfortable doing business with a company that lies to their customers and provides this type of horrific service, especially when it comes to protecting my home and family

Even During COVID ADT.com does not care about you just your money.

This company does not care if you move and have another system. Or in the middle of COVID. They will force your contract on you. We had 5 year contract and got a small discount on their products for this. We planed on living at this address forever. 2+ years later we had to move. Tried to offer the service to the new home owners and they said no way. So we owe $750 and the rudest rep who claimed to be the rep, manager and boss. said there was no body else to go to she was it. Refused and got pretty rude. Finally after saying nope nothing they will do we signed a contract over and over. She offered $150 off. So now we paid them for over 2 years of service bought their hardware and that was not enough to say we forgive the contract. Don't forget we are in the middle of Covid. My Wife's side has it and ADT says nope give me the money even though you tried to get pass the service off to the new owners, paid the high fees every month ($54) and bought the hardware at the small discount. So when most of America is trying to cut cost for job lost / downgrade. ADT does not care. That is a company that I will never use again. Update #1 I got the what looks like an auto reply. I emailed and will update here. Update #2 about an hour after I replied. They replied, apologizing for any frustration and said someone would be contacting me. UPDATE #3 11/10/2020 No response yet nothing but bad reviews. UPDATE #4 11/12/2020 My wife got a call they left a call back number. It just not available to take the call when I called back. With in 5 minutes. So still not help yet. UDPATE #5 12/17/2020 Well they offer to give me some more back almost a month ago. Still have not received the refund payment. I guess we have to keep coming back to here to keep getting things done. UPDATE #6 12/27/2020 When do I hear back from them? UPDATE #7 01/04/2021 Nobody has responded they said they sent a check twice and I never received them. I know they have my new address because now I get junk mail from them. Some lady from Kansas keeps calling saying she will get it sent and never does. UPDATE #7 01/13/2021 Still no response. I just called the Kansas number and left a voicemail. This has to be one of the worst customer supports ever. The lady from Kansas said she would resend the check / refund and it would be here in a few days... I know they have my address I get spam from them now at my new location with our name on it. UPDATE #8 01/27/2021 My refund was issued like they stated. Thanks.

Had the worst experience there was no…

Had the worst experience there was no transparency, one agent would tell me one thing and another would say something else. I don't recommend this company. They charged my account and wouldn't even call to tell me what the extra charges were for. Please stay away from this company

I was lied to about install charges

I was lied to, mislead and overcharged on the first day. They said $99 install and then charged $430 to my card without consent. Wish I had read more reviews before signing a contract with adt. Would never recommend this security company and would give them 0 stars if possible.

Is this legal???

When I sold my house called ADT to ask about the equipment, they said leave it there. We moved and lived in an extended stay for 60 days. During that time they continued to bill us. We called and they were supposed to suspend the service. They never did. We now have moved into our new home. I called to ask them what we do now. This is what they told me, you have to enter another 3 year contract to pay for the new equipment for your home or you can pay up front for the equipment and not extend your contract. If you cancel we will charge you 356.00 cancellation fee. I was completely blow away!!! I only have 12months left on my contract. I get screwed anyway I go. I asked them why did they tell me to leave the equipment at the old house? They said we don't install old equipment, your equipment is 2 years old. I cannot believe this is legal. How can they do this to consumers???

The worst company I have ever dealt with

I only gave one star because I had too. This is the absolute worst company I have ever dealt with. They deserve a negative amount of stars. For over a month I have been trying to explain that my parents got me the security system as a house warming gift and signed a contract for 3 years. After four years I am trying to explain this and get the account in my name. I have spoken to over 20 agents. I have been put on hold for over 2 hours. I’ve waited from 12 noon to 5pm for a service man who never showed up. And the worse part is not one of the at least 20 people I have spoken to and explained my situation at length to has been able to do anything about it. I’ve been put on hold, switched to other agents just to have to explain my situation again and again and have had calls drop while on hold with no response back. In all of this I have given them chance after chance. I have been given different answers, I have been constantly misunderstood no matter how often and clearly I’ve explained myself and I have received no help. After waiting on hold for over two hours tonight I hung up and decided it’s time to move one. All my dealings with this company have made me feel like I’m in the twilight zone and left me extremely frustrated. It seems as if they are purposely trying to fail. So long story short, I strongly do not recommend ADT.

Extremely Poor Customer Service

had business system install in 2018 Feb. During Sept alarm signal gave me a warning regarding no cellphone signal. I called ADT which they quickly send me a technician. Technician came and told me I need a new cell antenna wire for my system because the cell signal now is bad at the box. Nothing else is communicated with me. He left, not even leaving a number to call back or followup on. During the next 5 weeks i had no monitoring even though I have paid. I called their support line asking a call back regarding the repair or service update on the antenna part. Each time they promised they will call me back but never did. So technician showed up one day and installed it. 1 month later I get a bill for $500+ for repair and antenna install. I am fuming as this was not discussed with me when first technician first came and no repair estimate was ever given. I could install a cell signal booster for $100. I didn't even get my credit for that month of no monitoring and they still want to charge me for a "repair". I will be talking to my lawyer if they still want collect that "repair" they did.

Poor customer service

Edit: Don't let the ADT response below fool you. I emailed them with my account information as instructed, and did not receive any kind of response. Their reply below my original post is obviously just to make it look good on here. This is my original post: Received notice through the virtual app that there was no power to my alarm. I was on vacation. Back up battery died a few hours later. This was last Tuesday. Called that day to get service scheduled. They called me back the next day and told me it would be the next Wednesday (which is today) between 8-11 before anyone could come. Tech arrives at 11:15. He checks the system and tells me he doesn't have the right part. He then tells me his next open slot to come back and fix my alarm system is next Friday! This is unacceptable! I will be without a working alarm (that I am still paying for) for at least 18 days. Very poor customer service. If the company has gotten so big that the quickest response time takes over a week, maybe they need to re-evaluate. The tech who came to my home was very nice though and it is not his fault.

What an awful experience with this…

What an awful experience with this company. ADT very unprofessional I would not recommend this to anyone. Please be careful using this company. after 4 month still waiting for cameras i order they already charging full monthly charges even know they have not completed installations. Awful Experience. I will cancel they services and use a different company. Princeton NJ

After getting ADT security system with…

After getting ADT security system with cameras , I was highly disappointed. I had two instances right in front of the cameras and twice they could not provide video. Only a letter saying the cameras did not capture the crime. They raised the price of my contract twice. And twice said they would credit my account and never did. So I decided not to pay them their last payment after 3 years of $60 a month. Now they call me twice a day ( except sundays) to try to collect the money they never credited my account. DO NOT USE ADT. They are unprofessional and their security is sub par

#DoTheyEvenHaveSupervisors?

I am incredibly disappointed with the lack of customer care and responsiveness evidenced by my interactions with ADT. After shipping me defective merchandise and forcing me to speak with 7 different reps, all of whom were unable to resolve my issues, I was promised a supervisor would call me back each time and NOT one of 7 did. My concerns were never resolved and it seemed each rep added a new layer of concern. I would estimate over the course of 3 to 5 days I spent 5 hours of my life talking to reps who stated they were only able to speak with their supervisor remotely and each of the recommendations seemed to make the concern worse. One representative decided that he would just create a brand new account and none of the other representatives were capable of resetting it. You would think that that would be something that may happen on a regular basis and they would be able to correct that, not the case. Upon canceling my service I sent back their merchandise within 24 hours and receive confirmation of receipt I still had to call my bank and have them credit my account because ADT never issued a refund . As a matter of fact they charged me some fee that I don't even know what that was for. The lack of professionalism and common courtesy was very surprising to me considering ADT's brand name is so famous. I entrusted them to cover my home previously, for 20 years but in my new property, you'd think I'd dialed the wrong number and reached a burger joint, so clueless. Shout out to SimpliSafe because I was able to install it easily, verify the monitoring and it is less expensive. If I could give ADT zero stars I would. I should add that I have been a customer service representative in the past and I know this is unacceptable ,the representatives did the best they could. What's unacceptable is that the management didn't call back refused to get on the line and take over the calls, their follow-up is this graceful.

Abysmal customer service

I am sure ADT's security home security products are as good as their competitors'. But as their customer service is beyond awful, why, why, why use them? Unfortunately for their clients, this fact is well hidden until after the contract has been signed & let's face it no-one is going to want the disruption of having the system uninstalled. So please, shop around, check customer service reviews before you buy.

Absolutley Awfull

Absolutley Right. They conjured up a longterm agreement and asked us to pay over $ 1,000 in cancellation fees for something that we never agreed to. Be careful!!!!!

ADT is anything BUT customer friendly!

ADT ended up costing us a LOT more than we were initially told. That's how they work. Then, trying to get out of the contract when it finally expired two years later was a nightmare. First of all, since they are not at all customer friendly, you can't cancel online (you know, like most modern day companies will allow you to do). So you have to wait on the phone for a (and I use this term very loosely) customer service representative to finally talk to you. I waited almost an hour! That is unacceptable! Customer service? Not with ADT! So glad we're done with them!

Do not do business with this company

Do not do business with this company, the do bait and switch. We were with them for 5 years, cancelled during pandemic, offered to reconnect for a highly reduced rate and no reconnection, of course when you get the bill its completely different to what was promised and they tell us this happens all the time, you call back to speak to management, no-one gets back to you and no-one in billing knows what they are doing, terrible company and customer service!

ADT-DO NOT TRUST

This is a reveiw that i take no pride in writing. I have read all the reveiws from people. I have to say,after my exsp. I do not know why anyone would deal with them. They say they will help resolve problems. That never happened. They say security is there main reason. Ya ,keep saying that. Maybe you will convince someone else. My 15yrs exsp. With them was ok. Until recently. It all fell to crap. I did beleive temp. That they were trying to help for a few minutes. SO ADT. CANCEL.YOU CAN DESTROY MY CREDIT DURING THESE VIRUS DAYS.YOU SHOULD RETRAIN YOUR PEOPLE. YOU DO NOT CARE ABOUT LONG TERM CUST. I REALLY HAVE ALOT TO SAY. BUT ITS BEST I DO NOT. MY FIRST REVEIW WAS CORRECT. RIPPED OFF.

Absolutely horrendous system, and the company is terrible too.

Absolutely horrendous service. I am calling Monday to cancel my contract and I better get my money back, and I am certainly not giving them a dime more. To be clear, everyone I have spoken to thus far and the technician were very nice, however the system is awful. When a door is accidentally left open and the alarm is going for several minutes and I receive NO phone alert, your SECURITY service is useless. I also had a sensor fall off my backdoor at 1 PM, and my system didn’t start freaking out until 3AM! The tech also didn’t install a motion sensor, so what am I supposed to be paying $40 a month for? A glass break sensor that won’t even alert me to a break-in? Awful. I’m going to SimpliSafe, where ongoing costs are optional not mandatory. Awful awful service. ETA: It’s 12/5 I have been waiting for a phone call since 11/18. Terrible communication. Couldn’t have a lower opinion of this company. ETA: You can be sorry all you want but I have told you over and over and over again that I simply want out of my contract. I cannot have my landlord replace an entire door frame because ADT cannot properly mount a sensor. The fact that you actually told me in the most recent email that the local team offered a motion sensor is laughable and a flat out lie. I was told that I couldn’t have a motion sensor both times a technician was out as I have pets. A complaint has been filed with the BBB. ETA II: Still the absolute worst and have not helped me whatsoever. Apparently they also have technicians who by just inputting their email, will masturbate to your cameras. ADT even wants to dictate the terms of their victims suing them!!! Honey you have literally tens of thousands of known victims, and there is 0 chance that only one of them every contacted you over an unauthorized email address. Trash company on every level, but oh boy is there billing ready to call you at every waking hour! Awful awful awful. Looking forward to the email that I'll get in a few hours, that'll be followed by radio silence.

Go hardwire system

Have owned the ADT Pulse system in the past which worked well, infrequent issues with wireless connections to my shop door but nothing like the system I had installed a little more than a year ago. Current system has weekly issues, Security Panel Trouble, security Panel Siren Trouble, Door sensor offline, Doorbell camera offline, etc. Typically wait time to speak with CS is 12-35 minutes. Rarely it is single digits. CS is courteous, attempt to resolve the issues, and more than 60% of the time accomplishes some resolution. However, this system with continuous weekly issues has become way more of a problem than its worth. I have scheduled a technician, again, to hopefully resolve. At this point, I would recommend hardwired security systems vs ADT Pulse. They're slightly more expensive but WAY less trouble, more reliable, and wider range of flexibility. I recently had a Porch Pirate and ADT Pulse system when it was working DIDN'T catch it! Research systems, contracts, terms.

Horrible customer service and product

I've had ADT for the past 1 1/2 years at 2 of my business locations. I was sold on the service because I was told I could remotely manage users. Not only has this function never worked...there has also been a continued bug that creates THOUSANDS of default "panel users" in the management interface that creates hundreds of pages of false users that have to be deleted one user at a time. I've got tons of emails with ADT from the past 18 months and had many service calls and technicians out without any improvements. "Must be the firmware" is what I've been told every time. Today a technician came out and actually put new panels in both locations with different firmware and.....the issue still is not fixed. The service I bought and paid for 18mo ago, and have been paying for monthly, has never worked...ever. I asked about the "ADT Guarantee" they give you that says if they can't figure out an issue within a few months of installation that they refund the customers money. Well, I never even got a response to that email as the District Manager will no longer communicate with me. HORRIBLE customer service....on a scale of 1 to 10 they get a flat 0.

Worst company ever

Worst company ever. Despite them telling me they canceled my account THREE times I was still continuously charged. Every time I called they told me they corrected the issue and no amount was due. I got a letter from a collections agency. They sent my account to collections for $23. Even though I have a recording of them telling me I owe nothing.

WORST SECURITY COMPANY CUSTOMER SERVICE EVER

Worst company ever when you want to leave. I have been with this company for 11 years. I am moving and can no longer use their services. I called to cancel and was put on hold with a guy from overseas for over 20 minutes. I came back to find that I am still in a contract after 11 YEARS. My keypad was worn out and they bought me out an old model replacement, guess what? New contract that they are holding me in. I WILL NEVER DO BUSINESS WITH THEM AGAIN. If you are looking for security company RUN FOR THE HILLS! They are kind on the front end of their services, but wait until you need to cancel. I have cancelled all other services and have had pleasant experiences, until I called ADT. I am NOT HAPPY!!

horrible product, worse customer service

ADT FAILED TO RECORD MONITOR & ALERT ANYONE OF BOTH A FLOOD AND POSSIBLE BREAK IN ON SEPARATE OCCASIONS. INTERMITTENTLY THE CAMERAS WONT RECORD OR WE MAY NOT HAVE ACCESS TO VIEW CAMERAS LIVE. IN THE FIRST 8 OR SO MONTHS WE TEXED WITH OUR INSTALLER DIRECTLY NOT KNOWING THAT NONE OF OUR COMPLAINTS OR ISSUES WERE OFFICIALLY FORWADED TO COMPANY. HE EVENTUALLY QUIT EMPLOYMENT AND WE THEN CONTACTED ADT DIRECTLY. WE HAVE CALLED NUMERUS TIMES TO SEE WHY SERIOUS EVENTS MENTIONED WERENT MONITORED AND HOW TO FIX . WE HAD ONE CAMERA REPLACED BUT THE ISSUES CONTINUED AFTERWARD. ON 12/2019 WE CALLED TO END SERVICE BUT WERE TOLD TO AVOID ETF TO CALL ON 10/20/20. WE MARKED OUR CALENDAR AND IGNORED ALL FURTHER ISSUES SINCE WE KNEW WE WOULD CANCEL, WHEN WE CALLED ON 10/20/20 WE WERE THEN TOLD THE PHONE CALL IN QUESTION WAS PULLED REVIEWED AND IT WAS VERIFIED WE WERE GIVEN THE WRONG DATE, BUT THAT IT WOULDN'T BE HONORED, IN THE LAST 2 WEEKS I HAVE DILIGENTLY TRIED TO CONTACT A MANAGER I HAVE REQUESTED FORMAL COMPLAINTS BE FILED AND GIVEN MY COMPLAINTS TO AGENTS THROUGH CHAT, ONLY TO BE TOLD TODAY THE ONLY WAY TO MAKE A FORMAL COMPLAINT IS TO DO SO IN WRITING VIA MAIL. (COPY OF THIS HAS ALREADY BEEN SENT TO CUSTOMER CONSERNS DEPARTMENT SENT IN MAIL TODAY AND EMAILED TO ALWAYSTHERE EMAIL AND BBB.) THE MANAGER CONTACTED ME TODAY TO TELL ME SIMPLY "I AM NOT INTERESTED" BETWEEN CHAT TRANSCRIPTS PHONE RECORDS AND WRITTEN NOTES I SEE SUFFICIENT EVIDENCE THAT ADT HAS NOT FULFILLED THEIR SIDE OF THE CONTRACT 2 MAJOR EVENTS: 8" DEEP FLOOD & COMING HOME TO OUR FRONT DOOR WIDE OPEN, ARE NO WHERE TO BE FOUND IN ADTs RECORDS THE EXTENSIVE WATER DAMAGE TO THE INTERIOR OF HOUSE IS PROOF OF FLOOD, AND OUR PHONE CALL TO ADT THE DAY OF COMING HOME TO OPEN DOOR IS PROOF THAT HAPPENED. I WAS TOLD BY AN AGENT TO CALL OR CHAT EVERY ISSUE WE HAVE SO IT IS DOCUMENTED BUT THAT DOES NO GOOD WHEN THE BRANCH MANAGER ISN'T INTERESTED IN ANSWERING MY QUESTIONS, WHEN I LAST CALLED I WAS CRYING WHEN AN AGENT ANSWERED THE PHONE OVER THE STRESS THIS ALL CAUSED, SHE KEPT TALKING OVER ME NOT LISTENING TO MY QUESTIONS. I HAD CALLED NUMERUS TIMES THAT DAY, I WAS ANGRY, IT SEEMED LIKE AGENTS AT THE CALL CENTER KNEW OF ME AND MY COMPLAINT BEFORE I GAVE ANY INFO. I CALLED AND WAS ON HOLD FOR 10 MINUTES THEN WHEN SOMEONE ANSWERED THEY IMMEDIATELY HUNG UP I HEARD THE SOUND OF A PHONE BEING HUNG UP SO I DON'T BELIEVE TO BE A DROPPED CALL, I CALLED BACK AND THE WOMAN SAID HOLD ON AND IMMEDIATELY PUT ME ON HOLD, WHEN SHE CAME BACK I VERIFIED MY ACCOUNT AND SHE KEPT TELLING ME SHE SEES THE NOTES ON MY ACCOUNT AND I WONT GET A REFUND, THAT WASN'T THE QUESTION THAT I WOULD HAVE ASKED, HAD SHE NOT CUT ME OFF. THE CALL KEPT ESCALATING. I WENT FROM SOBBING WHEN SHE ANSWERED, TO YELLING NEAR THE END OF THE CALL. SHE LET ME KNOW IF I CURSED AGAIN I WOULD BE HUNG UP ON, I APOLOGIZED TO HER AND SAID I WOULDN'T, BUT TO PLEASE LISTEN TO ME. I WAS TRING TO EXPLAIN TO HER THAT I HAVE MENTAL ILLNESS, I WAS TRYING TO TELL HER THAT NOT LETTING ME SPEAK BY TALKING OVER ME WAS A TRIGGER FOR ME. I WAS TRING TO TELL HER A PANIC ATTACK WAS COMING ON. BUT ALL I COULD SAY WAS I HAVE MENTAL ILLNESS, LISTEN, LISTEN!, AND SHE KEPT TALKING OVER ME SHE WOULD NOT LISTEN, I FINALLY EXPLODED SHE HUNG UP AND I SPENT THE NEXT SEVERAL HOURS IN TORMENT AS THE ANXIETY ATTACK TRIGGERED A FLASHBACK OF PAST TRAUMA. I CRIED IN THE SHOWER FOR HOURS THAT NIGHT. IN THE LAST 2 WEEKS ANY QUESTION I ASK WEATHER AN INSIGNIFICANT QUESTION OR SERIOUS, I GET A DIFFERENT ANSWER SPECIFICALLY WHO AT ADT HAS THE AUTHORITY TO WAIVE AN EARLY TERMINATION FEE? THE ANSWERS I GOT WERE: 1 ACCOUNT MANAGEMENT OR LOCAL BRANCH 2 LOCAL BRANCH ONLY 3 NO ONE 4 IT CAN ONLY BE DONE IF YOU WERE SIGNED UP BY A THIRD PARTY 5 3RD PARTY ETF IS MORE THEN ADT(THAT WAS THE GIRL WHO WOULDN'T LET ME ASK IN FULL SENTENCES) 6. ONLY A SENIOR TECHNICIAN CAN DETERMINE THAT A SYSTEM ISN'T WORKING PROPERLY, AND ONLY WHEN THAT HAPPENS CAN ANY MANAGER WAIVE AN ETF. NO ONE AT THE CALL CENTERS KNOWS THE POLICIES OF THEIR EMPLOYER AND THE MANAGERS BLOW YOU OFF