Terrible experience. Horrible customer service.

Terrible experience. I contacted ADT in early August 2020 to cancel my service, as the system no longer worked and they were raising the monthly charge. This took several days, as I was transferred from department to department, and had multiple disconnections. I asked them to terminate the service immediately, since the system no longer worked. They refused, saying that they would end service early September, and would not charge me again. On September 3, they again withdrew the monthly service charge despite having been told in early August that I no longer wanted the service. I am in process of contacting the state attorney general's office because I am sick of dealing with this dishonest company. I had the service for years, and had to deal with rude technicians in my home, and when I called about problems got people on phone who did not seem to understand what I was talking about or how to fix problem. Extremely poor customer service. No one on phone wants to take any responsibility, stating that they cannot make any of those decisions. Stay away at all costs. You will regret doing business with this company. How they have managed to stay in business as long as they have is beyond me. I don't understand why they would refuse to terminate services immediately as requested. This just leaves me dumbfounded.

waited 6 hours for service ,suppose to…

waited 6 hours for service ,suppose to be between 8-12 by 2:30 they called to reschedule another day,so much for that day of my life very sad outfit

I just recently joined ADT

I just recently joined ADT. I wanted quotes from different companies and received a call from ADT. I spoke with a supervisor who gave me a really good deal because I had told him that I was looking at going with Simplisafe. So he gave me a really good deal on a security system with front and back cameras I f I decided to go with them. So I did. My services have been on for only a week now and was told that in order to have my cameras set up I would need to have my internet transferred to the new place and to call back when that’s done so they could come out and hook them up. When I called back now all of a sudden “we can’t honor that” and I need to pay an additional almost $700 to get the cameras. So I said well I want out of this 3 year contract because if y’all can’t honor what was told to me by a supervisor and the technician then I will not honor the contract. So even though it has been only a week if I cancel services I will have to pay 75% of the contract which is a couple of thousand dollars. So now I’m stuck with a security company that I don’t trust and I still have no cameras which is what I wanted in the first place. I’m paying for gummy bears when I wanted a snickers. It is not ok for a company like this to offer things just to get you in the door and then turn the tables once your in. So now I’m really worried about the safety of my family because I feel that they will try to force me to upgrade and pay more. Disgusting.

This company is a joke…

I have had ADT for a few years now got in through USAA. Seemed ok had basic service never had a problem until I upgraded my system to include cameras in my house. No problem with install but have a major problem with billing. Day of installation first payment was to be taken from my checking account then the other 2 payments in the next two months. I received a bill saying the first installment was due but on the back of the bill said payment was made day of installation. Called ADT told to ignore it. Then a couple weeks later another bill saying it overdue. Same situation back of bill different Called again. ATD said ignore it the local office that did the installation would call me. No one did. Called again in a couple days. Again same thing happened. I was very angry. An ADT rep called said he was sorry don’t worry your second installment came out too. Third due in September. All and all I made about 8 calls. Yesterday I got a bill saying my bill is 30 days past due. I called that guy however he doesn’t remember calling me and telling me that!!!!! What the hell. This is going to ruin my credit. This company is a joke. Calling USAA to complain.

Predatory, dishonest, unbelievable

I called their number for the first time in July 10th because I couldn't get a quote online and I'm trying to explore options. I know how aggressive the sale tactics can be so I didn't want to move forward unless I'm 100% sure it's what I want. After telling them that, the representative just transferred me to an extremely clingy manager that took 40mins trying to get me sign up or set up an appointment for a technician to come to my house. I said NO to all of that but he kept pressuring me. I understand that he is just trying to make a living but I called to get the most info I could BEFORE deciding to move forward with anything. I asked him for a number to call back if I ever want to schedule an appointment. After pressuring me more and throwing some "exclusive deals" at me, he finally gave me a number after half an hour. I NEVER said yes or confirm to any kind of appointment or ever call that number he gave. They got my address and I seriously regret it. It's a real TRAP Fast forward to August 31th which is nearly 2 months after that, some ADT technician came OUT OF NOWHERE and said I scheduled an appointment with him and even showed my name and info on his phone, I was extremely upset at this point. I said I called but I NEVER SCHEDULED or CONFIRMED any appointment. I told him about the annoying phone call that I had nearly 2 months ago. I said sorry I can't let him in and sorry if I sounded rude, someone in ADT was just desperate to make money and did this to me. He said "Do not feel sorry for me, feel sorry for the families that actually need the service and you took time away from them, these appointments are scheduled like months in advance" Are you kidding me? You came to my house with no prior communication or confirmation from me and then guilt tripped me. Where are the people that really wait months for ADT service if you are that desperate and security is an urgent basic need? After researching online, I realized this is very common for security companies to do this and I'm shocked. It's predatory and unacceptable. I just want to get the knowledge out there so people are aware. Nobody should be a victim of that. Nobody should experience such kind of interaction.

This is a sales-focused company

This is a sales-focused company, not a security or customer-serviced focused company. The highlight of my 3 year commitment was the day the contract ended. Was misled on the sales-side, locked into a long-term expensive commitment, and not given ANY opportunity outside of contract language for adjustments. Complete joke in terms of customer service and was lied to when the package was pressure sold to my spouse. Shocker when the rep "couldn't believe" that an employee in their Company treated us that way! Only, it's cultural and part of their business model. Spend $20 on a Waze camera instead of thousands with no flexibility or care about you as a customer - only taking your monthly fee... Will never use ADT again and will recommend to anyone who asks to go elsewhere. Customers should avoid ADT at all costs.

I am charged about 2x the rate of what…

I am charged about 2x the rate of what I could get with a DIY monitoring service. When going over my needs with an agent, she agreed that I am paying 2x as much and the alternative is viable. She placed me on a hold to help me reduce my cost by selling me a GSM unit so I could cancel my phone line which would save a significant amount. After 20 minutes with her and on hold, I got an automated message that the office was closed and was hung up on. I called back and the gentleman suggested I call sales. I told him I wanted to just proceed with cancelling. He said I had a 3 year contract (which is valid) and that I should wait until my 3 year contract is expired. He told me he cannot take a cancellation by phone and that I would need to write a letter. He gave me the included requirements for the letter and where to send it. I did so and I got a message that I cannot cancel my services more than 90 days prior. Keep in mind if I miss the requirement and do not provide a notice at least 30 days, then I am automatically re-enrolled for a year. We understand as logical thinkers that their system is to make it difficult to cancel so they can have you on the line. Their tactics are very old and wrong.

So many not known facts and lack of transparency

1. ADT committed 5 doors and all windows (and also committed no additional charge for any device) but authorized vendor only installed 4 doors sensors and two motion sensors. When I called today, they said you had only $1000 equipment credit and we have already given you $1300 equipment. Remember, they just installed 4 door sensors and two motion detectors, one control panel and two keys. Now one of my door is unattended and they are saying I need to pay for the extra device. When I asked for the cost breakup, each motion sensors they told is more than 200$. The brand they have installed should not be more than $100. And they committed all equipment for free. 2. I subscribed for 27.99$/ monthly they are charging for 54.99$/ monthly. While calling ADT they kept me bouncing between ADT, ADT corporate and ADT authorized vendor. I still do not know what is the issue and how they are going to fix it. 3. Are you dealing with one ADT? NO.... You start your initial discussion with ADT sales representative, you end up with some authorized vendor. Vendor and ADT corporate is completely out of sync. ADT billing sent me a bill (with prorated value) but does not have the contract with them to review what I subscribed for. It is 14 days already and ADT team told that they do not have the contract document with them. They kept me sending back to ADT authorized dealer. ADT customer rep does not even know what are the services I have subscribed for!! 4. Do not fall in the trap of their 6 months money back guarantee. That is completely mis-leading. It is only for business and corporates. If you have to cancel, cancel it within 3 days (that also I am not sure you will be able to do, it is pretty much fake and decorative information not valid for you as a homeowner). Question is why I am writing this feedback! It is just few hundreds $$ matter. It is not because of the $$ value. I am completely shocked and shattered with the gaps and lack of commitments from ADT. It is supposed to be USA's prime security service provider and I went by the brand name. I acknowledge I did mistake not valuing the feedbacks from other ADT users and the market research comparisons - I blindly went by the brand value. And that is what is making me so uncomfortable (A) ADT still do not have my contracts I signed with their authorized vendor (B) I never knew neither ADT never told me earlier that I have to deal with 3rd party vendors (C) ADT do not know why they are charging me 54.99$/ monthly and what services I have subscribed for (D) what they committed as part of free installation is not true (E) 6 month money back guarantee for cancellation depends on the discretion of the authorized vendor and they do not care about what ADT committed you (it is completely two different organization all together). (E) I have even asked for the penalty fees $$ value if I want to cancel my service today (all they said it will be 75% of your 36 months committed service charge - I asked can you give me $$ figure and they said they can only give if I am cancelling). By the way, I am just 13 days with their service and I am getting to know the dark and hidden sides of ADT. THEY ARE NOT TRANSPARENT. I am feeling like I am in a fraud trap and I need to deal with it for next 36 months. I do not have options left out other than paying penalties to cancel the service or deal with it for next 36 months. I am so unhappy, I wish I should have listened and paid attention to other customer's feedbacks.

Poor Service and Worst Experience

My service fees was increased right after 1 year and then when I called and asked them to cancel they said they will reduce the charges. But instead of reducing they again increased the charges after 6 months. Now when I called to cancel they are telling we have a deal for you to reduce to lower amount. This is worst business practice I have seen and customer service person was so rude that she said you are suppose to pay all this as per your contract your fees can increase anytime. Basically telling me that they don't care.

The worst service

Since the company likes to reply with ridiculous ‘feedback’ when negative reviews are written, I’d like to write another review. Once again, I wish I could give this company negative reviews. We moved and we’re instructed to take our equipment, put it in the new house and call when we were ready to have a technician check the equipment at the new home. We got horrible customer service when we called and requested a technician come out to check the equipment. They sent a sales rep, who could do nothing for us other than sell us a NEW set of equipment. Who would want to do that when the equipment they have functions perfectly? Additionally, you have to start with a new 3 or 5 year contract when you move, it doesn’t continue to your new home, which is absurd. We told the sales rep we weren’t doing that, but evidently he put a new request in for a new system, which we repeatedly said we did not want. This company constantly tries to up-charge and is nothing but unhelpful. I’ve spent hours on the phone with them going round and round. We chose to just pay the $550 to get out of our contract since we don’t want to pay an absurd amount monthly for the worlds worst security service. I removed our bank account info so the payment wouldn’t automatically go through, to ensure we were aware of when the $550 would be deducted from our bank account. I was told by a customer service rep the payment wouldn't automatically go through if I did this. But, I was not surprised to see that the payment did automatically go through. I’m not surprised since this is such a terrible company. Once again ADT lost a customer to another security company.

ADT customer service is cow manure

ADT Inc does not value their customers. Customer Service is a unprofessional and will hang up on you when you ask them question like why my install is cancelled when I confirmed it...click....I call back "why did you hang up on me. Can I speak to supervisor?"....click. Your customer service seems to forget they work for the little people customers like me who pay their salary. My advice to the little people: WRITE DOWN NAMES AND CONFIRMATIOM/REFERENCE # TO WHOEVER YOU TALK TO. To Mr. Jim Devries, CEO. Sir, you stock price (NYSE: ADT) is overvalued. Sir, you customer service was excellent in Houston, TX back in 2016. Now, your customer service is decaying cow manure. To the everyday little people consumers: look into Simplisafe, Vivint, and PointFront. Nope, I do not for these companies.

I wish there was an option for 0 stars

I wish there was an option for 0 stars. What a terrible setup. ADT is one of the worst decisions you can ever make financially and in home security. They just want your money. The system installed in my home is useless. I was told my sensors would be replaced by a different type of sensors that made sense in my home. Over a year later here I am with the same old sensors that I cannot turn on when we are away. On top of not coming to change the sensors I was offered an equipment credit to change out the useless equipment, but apparantly no one at ADT had taken note. All the times I have talked to customer service and they have offered a resolution (that never happens) I call back and no one has noted the equipment credit so I have to start the process over. Bottom line, I have had the service for over two years, I have not turned on my alarm system one time. and I never will this alarm system is the worst decision I have ever made in my life. These people are useless. Unless you want to sign a contract to pay money for a shotty system you will never use, DO NOT USE ADT.

ADT makes it as difficult as possible…

ADT makes it as difficult as possible to discontinue service, many phone calls and long wait to finally get email instructions to sign a cancellation. We unplugged the system in our office over a month ago and ADT never even contacted us to let us know there was a power loss, obviously they are not monitoring anything if you can unplug it and no one contacts you and no one shows up. We have a new security company and STILL cannot get our service with ADT CANCELLED. For them to continue to monitor nothing I guess?

Called ADT technical service at 1 am due to faulty ADT equipment…

Called ADT technical service at 1 am as equipment beeped. Very unfriendly response by service technician that clearly had no knowledge about the equipment. He gave us no support at all and issued a service ticket in 6 days. He left us with a beeping piece of equipment 1 am in the morning. ADT has completely lost its customer focus. We have been long-term ADT customers but we are looking for a replacement opportunity now.

Disappointed in ADT

I have ADT and have had nothing but problems. I called the Support Line and spoke to a representative back in June. I explained that one of our sensors goes offline and online several times a day. Her remedy? Open and close the window several times a day to reset it. ??? One of the sensors kept falling out of the casing on one of our doors. She asked that I take a picture which I did. She confirmed that the casing was not broken and then said she'd charge me for the new magnet. I refused to pay since this seemed to be a defect so she "got manager approval" to send the magnet to me. I'm still waiting for it to arrive...over 2 months later. I called the Support line 2 weeks ago and was disconnected after pressing all of the right prompts. I called back and was put on hold and then disconnected again after waiting for about 2 minutes. I then decided to email. I sent an email. No response. I am so incredibly disappointed in a company that is supposed to be known for its security. I question the system as well as the support. Very disappointed. ------------------------------- I received a response to this first posting to which I responded with the requested information. I was told that someone would get in touch with me...4 days ago. I'm still waiting.

Do not believe anything they say when…

Do not believe anything they say when you get on the phone with a sales rep! The prices they give are not accurate. They bribe you to sign up over the phone same day by lying stating that if you sign up same day they would give you $100 visa gift card and that they will give you this and do that for you. That all changes once they send the tech out to install that is when the real quotes come out and prices change once they get someone out, they will give you all different information from what was given during the initial call. Very misleading!! A month later still haven’t received my gift card. Called customer service and they stated the company that is over the gift cards stated that I was not eligible. Figures when it’s not even ADT that gives them out but that is not how they make it sound when you talk to them. A lot of wrong information was given out just to get you to sign up!! Don’t pay your money up front, scam!!!

Don't buy ADT'S BS & fear tactics.

I was sold an ADT system by a high pressure, door to door, salesperson who had a "be very afraid" sales pitch. Despite this red flag, I was planning to get a system anyway, so I signed on. The installation was sloppy, shoddy and amateurish. Unnecessarily damaging walls and just laying wires across shelves instead of tacking them to joists. Over 7 years, I heard nothing from ADT other than the regular price increases. Far above inflation and for no enhancement in service. Certainly never anything useful like, " it might be time to change the battery in the motion sensor", before the false alarm. Cancelling was equally difficult, requiring 3 calls and long conversations with buIIshit artists trying to con me into staying. Run, don't walk, to Simplisafe. Not perfect, but far better and far cheaper,. Without the price-gouging, unjustifiable, price increases every year.

If I could give negative stars, I would

If I could give negative stars, I would give -5+. This company does nothing to help their customers. They don't allow you to re-locate your equipment AND you have to pay to get out of your contract, since it can't be continued into your new home. They are impossible to get on the phone, don't keep their word and try to up-charge you for everything possible. I would highly recommend NOT using this company.

This is why ADT is rubbish

We have 4 appointments made and cancelled by ADT and were without a working alarm for the best part of a week. Having spoken to quite a few call centre staff, It looks as though they fired a number of staff when lockdown came to save money. When lockdown ended, they didn't recruit. So now you have a company with too few support staff and too few call centre staff. As far as I can tell, they are dealing with a backlog of work that has been created by the stupidity or parsimony of one or more directors of the company We have been customers of ADT since before they were ADT, I'm guessing about 20 years. Would you care to guess how much longer we intend to be customers? It's quite appalling that a previously highly respected company with an excellent history has come to this.

This company is a TOTAL RIP OFF!!

This company is a TOTAL RIP OFF!!! They only care about getting money from people and RIPPING THEM OFF BIG TIME! Sorry that I ever signed up with this company never knew what a RIP OFF IS! All I can see is no good reviews. I signed up for a 2-year contract and now they're saying it's for 3 years, well sorry I won't be paying for 3 years that is something is worthless! I'm so pissed off right now it's not even funny! We might get a lawyer to dispute this claim! I hope people will wake up!

Stay away

"Stay away. Installation was a terrible experience. Technicians don't show up and have to reschedule multiple times. Once technician does show, the system doesn't work. It has no signal. Technician says he's ordered a signal booster. 5 days later I have heard nothing so I call installation. I'm told they need to order the signal booster because for some reason they never bothered to do it 5 days prior. 2 days later I call back--still waiting on signal booster. Meanwhile my system doesn't work so I have no security despite paying for it AND the system beeps every few minutes to warn me that the system has no signal and that my property IS NOT SECURED. DO YOU KNOW HOW ANNOYING IT IS TO WORK FROM HOME AND LISTEN TO BEEEEP EVERY 3 MINUTES? Terrible installation, terrible service, no security. Waste of money.”

ADT is the WORST company

ADT is by far one of the worst companies out there. They manipulate, lie and steal from their customers on a regular basis. Be careful with whom you’re dealing with, and do not believe a word they say, as it will come to bite you in the a*s after. Specifically- do not sign any contract with them, as they will change the charge, and then deny they ever agreed on the original price. Be ware!!!

Avoid ADT

I was broken into a few days before I was going away for a trip and needed security system till the door was fixed. I saw some good review but from my experience, I will not recommend ADT. They rush you to sign a contract without explaining all parts of the contract. Its on a iPad and make it hard for you to read the whole thing. Won't let you sit and read through it. Will not start work till contract is signed causing long delay and they'll annoy you. Making cancellation difficult as possible as the whole options doesn't make sense. I don't know why they can't cancel the plan on the date of request. No idea why they need 30-day. It's just another way to get extra month of payment. Long wait time on customer service. Should be required to have a copy of blank contract so that customers can compare price, service, and anything else between other customers before making a call. I do not recommend.

Awful Service! Stay Away!

My partner and I bought a new home and we were shopping around for a security system that fits our needs and budget (we’re not made of money). ADT was a company we were looking into, but wanted to compare quotes. When one of the reps reached out to me, he was very nice. His name is Timothy Barnum (at least, I think so). He started to talk about what he can do for us, but it went south as soon as I told him that I wanted to wait for my partner to go over his quote. He did not like that. Towards the end of the conversation, he said that he will be taking away the promotion/offer and that we could not get it again. I was floored by the unprofessionalism and appalled by how they’re only after a quick buck. After speaking with ADT, I will never use them for security. They seem like awful people to work with and just all around a bad experience. Don’t fall for their trap! After my conversation, I was left with a bad gut feeling about ADT. Trust your instincts if you feel like they’re bad for you. I did and I don’t regret it. I would give them a fat zero, but I can’t.

Do not trust what they tell you when…

Do not trust what they tell you when they install your cameras and package. The sales guy will tell you lies and then there will be costs that you didn't know about till it's too late and calls are dropped. It is had to get any real information. I would give them zero stars if possible.