Tech support was zero help

Called and talked to a tech about a camera issue with my front door camera where the camera displays a picture from two weeks ago. The tech took a picture and sent it to me and it was the same picture from 2 weeks ago - just like I told her. It appears to me that the camera has the picture in its memory and it displays the same shot all the time even in the middle of the night. I am about to terminate my service with ADT because the front door camera was one of the main reasons to have the service.

TERRIBLE Company

TERRIBLE Customer service. I was a customer for over 10 years. I use to pay my bill once a year and that was $492.36. I payed it back in April 2019 so this April 2020 should of stop my services since I was told that I did not have a contract with ADT. Guess what ADT sent out a bill on June 25, 2020 saying I owe them $72.49 for services since April of this year even after telling them that we were moving back in April of this year. Spoke to someone in collections and she stated that even though we cancelled it can take ADT over a month to cancel someone’s account and that they can still charge the customer the month of service that they did not received. As she stated it is their policy to do that. Even though I was told that I do not have a contract with them they are still sending this bill to me saying I am responsible for it. REALLY. Will not go back to ADT

Terrible Customer Service

After 5+ years as a loyal customer I called to cancel our service due to an out of state move. I called 17 days prior to cancellation effective date. I was told I should have called 30 days prior and that I would have to pay for the 14 days following the cancellation date, regardless is there was service present or not. They did not care that we would be moved out of the house. They did not care that the service they wanted us to pay for would be inactive for 14 days. The customer service rep was a complete smart aleck, and clearly took joy in loyal customers being forced to pay for something they won't use. No wonder the reviews all over the internet are terrible.

I wish i could give o star

I wish i could give o star, I called last year to ask enquire how much long my contract has to go, I was told that actually am not on contract but I can renew it anytime but I told the staff on phone that I want to stay without contract. They put me on contract without my consent and I didn't know it till now when I called to cancel the account due to financial hardship coming with covid 19. I havent worked since February and am a single lady, i need this security system just for my safety as a single woman, i I know I need it but right now I can't afford. I haven't applied for unemployment so am going thru a lot. Am trying to cut down all unessential bill for now to be able to afford food and other things. I knew I wasn't on contract but after canceling the account I received a bill of almost 300 or over last night, I called because myself I knew I was month to month after contract expired. I called and one particular lady was mean, rude and when I asked her about details of the account. She told me that am waisting her time just by enquiring about all this. Worse enough someone had copied and pasted my signature to make me be in contract without my consent. A contract I never signed last year on September as it appears. How should a big company like ADT, forge customer's signature to put me on contract? This is an illegal activity. This is bad and evil, they don't even want to understand what the customer has to say or understand the situation. Please stay away from this company they will rip you off, rob you, forget and update contracts to keep you on the hook. I hate it, especially when staff telling you that you are wasting their time. There's only one male staff who was able to explain everything clear but still could explain the forged contract thing. I still don't know what i need to do right now when I can't afford this bill. I dont even have the money they call early termination of contract i never put in place. Any advice ?

ADT is a very dissapointing company

ADT is a very dissapointing company. Avoid them at all costs. They are not worth the frustration and time loss on the phone trying to accomplish anything. They are not reliable and dependable. Do not spend your hard earned money for security services on a company that does the least it can to provide the services you were promised when you hired them to provide security for your family.

I can’t believe that I pay such good…

I can’t believe that I pay such good money hard earn money to pay for adt service to protect my home and business. It has been way to often that my system has been failing and technicians have had to come out to my house and business to adjust their radios, leaving my house and business unprotected for days at a time sometimes weeks. I respect the guys that have come out to my place working hard to fix the problems. There is no reason that a technician should be at my house for 16 hrs smh. And then to only have a problem again a couple months later. Came home from vacation and had my house with out service the whole time. Thanks a lot ADT for not protecting my home and with no problem taking my money. Unheard of. I’ll be looking to take my business somewhere else. 0 out of 10 for your service.

I have had the worst experience with…

I have had the worst experience with ADT. They have the worst customer service I have ever experienced. Their salesman will lie to you telling you one thing and then customer service tells you another. I spoke with 4 different people and every one of them speaks like a robot. They won't answer your question other than what their computer screen tells them to say. I will be canceling my home and business service with them asap. Absolute crooks!

Poor customer support

Poor customer support! Poor service! NOT RECCOMENED

Had ADT as service provider on my…UPDATE FOR MAZEN ADT

Had ADT as service provider on my home..... as I was operations manager at the company that I was working for I had ADT come it and set up security for the warehouse... these were on two different accts....one under my name and one under the company I worked for.... when I left the company and the person that took my place changed to another provider ADT CAME TO ME TO MAKE UP THE CONTRACT CANCELATION.... I called them to explain the facts and they could care less... I told them I refused to pay the the company acct as I continued to pay my personnel acct....they sent it to collections and I again explained to the collections people the issue.... they said to have ADT CONTACT THEM TO REMOVE ME FROM THERE LIST... well we know where that was going...In the end I PAID IT TO KEEP MY GOOD CREDIT RATING......when I could I changed to ACCUTEC AND KICKED THEM TO THE CURB.....ADT IS BY FAR THE MOST RUDEST AND POOREST CUSTOMER SERVICE COMPANY OUT THERE.... THEY ARE BULLYS AND DONT DESERVE THE CLIENTS THAT THEY HAVE.... never again and never would I refer anyone to them.... Mazen your response to me carrys no weight... your customer service eas appraised of the issue and they chose to ignore it..... and just for your own update on something you know nothing about.... consumers are protected under the CONSUMER PROTECTION LAWS AND CORPORATE LAW.... acting on behalf of the company under your job title protects you from low life companies like ADT.... take time to look it up... and maybe if you havent consumed too much of their poison coolaid up to now go ACCUTEC as they are are STAND UP COMPANY AND MUCH MORE PROFESSIONAL THAN YOUR PRESENT EMPLOYER .... have a nice day David....Mazon I am sorry I gave you wrong name for the OTHER GOOD GUYS....it is SECURTEK....

Unprofessional liars and thieves

On 5/22/20 I had ADT installed. I’ve had had nothing but problems since. Installation was done improperly and caused damage to my home that I had to go out of pocket to repair. Repeat service issues on a daily basis from panel not working, low battery alarms because they gave me a used battery panel, sensors on windows were installed with window open.... alarm wouldn’t activate because panel not programmed. Damaged my dry wall trying to install wiring without knowing how, customer service setting up appointments for me for additional equipment installs when none was requested and call bombarding me at work when technicians would show up at the house, just tons of stuff. Second week of June I demanded a full refund and went through multiple conversations where it’s always someone else’s fault and never ADT... (it’s deliberate to get us to quit asking). Finally on 6/18 I got a guarantee from ADT installation company (a man named Mark from League City, TX) for a full refund from date of install, then on 6/20 finally got someone to the house to remove the equipment (who asked me to invest money with him personally for a currency exchange scam- can’t make this stuff up) and found out I had even been overcharged for equipment I never had in the first place!! Then, after I had withdrawn consent to draft any additional funds from my accounts, on 6/22 they drafted another $537 from me anyway for equipment fees on equipment I didn’t have any more because they’d removed it!! That’s on top of $537 for equipment from date of install, on top of $107 for installation fees for an install that damaged my home, and to date the only thing I’ve been refunded is $77 for a monthly service charge. ADT are liars and thieves. I strongly urge you to avoid them at all costs and go with another service.

Bad and Greedy Company.

The ADT system has problem and filed many alarms. We called to ask tech support, but they could not send anyone over to check due to COVID-19. I got fined 3 times by police department. I called to cancel the service and they charged me $825 for cancellation. Even though my 3-year contract with them has been expired in 2016. They said I have recent upgraded contract that I do not know with them. Update 0: I have sent the detail to Alwaysthere at ADT as suggested in the reply. Update 1: ADT told me that I agreed to extend the contract with them in the phone call. The system did not work well since May. I have called 6 times to cancel the service after the false alarms that brought police officers come to my house. Every time, they offered to fix the signal and lower the monthly payment. I just agreed that if they fix the system, I may stay with them. However, until now, the system still has problem and nobody showed up to fix the problem. They charge me $825 for cancellation. I just could not understand why it became that I agree to extend the contract with this greedy and evil company.

Horrible ADT Experience All Around

I have been a customer for more than 10 years. My security system has not worked properly for over a year. After being conned by a customer service agent that their system is so much better than it used to be, I signed another contract because she promised somebody would come out and fix my system. One of the worst mistakes I ever made. I have had technicians out to my home four times in the last three months. Each time they leave within a week my alarm is going off and they cannot seem to fix it without another technician coming out. Even their own technician said they have no idea what the issue is. If you have ever had your home broken into with a man standing in your bedroom, when your alarm starts going off at night it’s enough to give you a panic attack. After speaking with Ms. Rose she agreed that after trying to fix this that many times, there is no options. I was told that her manager would return my call to sever my contract. I received a call yesterday from a Ms. Taylor, who had to be the rudest customer service person I have ever spoke to in my life. Never once did she ask what the problems were only that she will not sever my contract until I have the same zone having the same issue and a tech come to fix it three separate times. She also didn’t even know how many times a technician has actually been to my home to fix this issue. I don’t want another technician coming to my home during a global pandemic. I have an auto immune disorder and don’t want somebody in my home. Ms.Taylor really needs to learn some customer service skills. Threatening me if I didn’t pay the bill is not a way to keep a customer happy.

Highly upset! ADT needs to fix my garage door and return all of my money!

I was convinced that it would be cheaper to switch to the higher cost "Ring" than to install a transformer to support the original door bell. Not true. Technician did not inform me he would disconnect power to my garage door to install rear camera. Now cannot use my garage door. He said nothing about it, and I am furious! I want my money back now and cancel the whole thing! Waste of my time for unnecessary equipment and I want my garage door put back into operation!

Save yourself and DO NOT get ADT!

Save yourself and DO NOT get ADT! I wish I could go back in time and change the decision I made to have ADT installed in my home. I have had the service for 2 months and none of the equipment has worked properly at the same time. I have had "service techs" to my home 5 times in those 2 months and still having issues. I have wasted hours on the phone and waiting for the techs to show up. Not to mention the hours spent at home while they troubleshoot, work on the problem, and then leave with either new problems arising or the old ones rearing their heads. I have simply had enough. I call customer service - ha! no such thing. Don't expect it if you do make the mistake of installing their system. You will be hung up on, transferred with no help or explanation, and told many different untruths. I can't tell you how many times I've been told "I'm sorry, but that was not correct information you were given." REPEATEDLY. Forget about the 6 month money-back guarantee because they just keep inventing new caveats of that "guarantee" to which somehow miraculously your system won't have met. I have been given a phone number to call for the district manager - Russ Perry. He never answers and there is no voice mail. Update: As I was typing this, he called. Blocked his number, but called. Of course, he is going to forward the information and I just wait. I wasn't going to share his name, but after the call and once again no help, figured I would. I'm at the end of my rope with ADT. I will not be paying for a security service that does not exist. Maybe that will get their attention. UPDATE: I reached out as asked and have gotten no reply. Just as I’ve not heard back from Brittany in Customer Relations or Russ Perry, the district manager. Again, I will not be paying for a service that doesn’t not work. UPDATE 2: “Service” still does not work and still no response from anyone. I emailed Mr. Perry again and he’s on vacation after a week of not getting back to me. Emailed another manager whose name he left in his outgoing message and no response from him either. Pretty amazing that ADT sees no problem with charging for a service that does not work, regardless of the amount of attempts to repair and does not respond to any sort of request. SAVE YOUR MONEY AND DO NOT GET ADT!

ADT - oldest and worst?

Ive been a customer since 2011 with variable customer service, the last straw was trying to sort out double payments from my acct. The customer team was rude and unhelpful. And they are expensive!

No service provided for their equipment…

No service provided for their equipment if they are not paid monthly for monitoring. The worst part is you can't even throw it out because those non-stop beeping things are installed in your walls. The replies ADT provides is good for nothing. Call customer service is like a joke. If you call the people that answer only repeat the same sentence I wrote at the beginning of this message. "No service provided for equipment if they are not paid monthly for monitoring." I feel sorry for the employees. What can they do, this is an unacceptable business approach ADT company has adopted to treat its customers. Too bad.

Run as fast as you can from ADT

Run as fast as you can from ADT. This has been a nightmare experience that started off with lies from the sales rep (“If you have any problems, I live close and can just swing by” & not including the FRONT DOOR camera we requested in the contract we signed, so when we pointed out the missing camera, we were charged more than the quoted contract amount, which was $1000’s), and a system that has never worked properly. The system has never worked; it beeps randomly and sometimes non-stop. We were told by ADT the problem was due to cell towers and there was no way to turn off the beeping. Finally, a rep told us we could turn off the beeping if we uninstalled the system and removed the batteries. So we went months with it uninstalled. Then a rep told us the problem was insufficient Internet coverage and we needed NEW equipment - an 8 hour installation process, tied to a phone landline. After numerous screwups to schedule that, we were just told there would be a new charge for that equipment. (The rep put in his notes we should NOT be charged because it wasn’t our fault.). This does not include you are locked into a 3-year contract that automatically renews unless you remember to notify them in time. At $65 per month. This is just a bit of the problems we encountered. RUN AS FAST AS YOU CAN!

Terrible Service, Takes No Responsibility

Our family has been an ADT customer for more than 25 years. About 4 years ago, I decided to have an ADT flood detector installed in our laundry room. I paid extra for ADT to start monitoring my home in case of a flood, which I thought was worth it for the “sense of security”. I believed that ADT had my family’s back and that we were being protected. Unfortunately, I was very wrong about this. In September 2018, we came home from a 4-day trip and discovered our laundry room was half flooded. Our water softener broke and water had flooded the area. Even though the water was half a foot deep in certain areas, I was surprised to find the water did not even touch the sensor! From this flood, we lost family photos, files, and $2,000 deductible. Due to the flood, our insurance company decided to increase our home insurance. The $2000 is replaceable, but our family photos are not. Once again, I thought ADT would have my family’s back, but I was so wrong. After the repairs were done from the flood, ADT came to my house and installed one extra sensor and called it a day. I asked ADT to pay for the $2,000 in damage, but they rejected my request. I explained to them that their sensor was improperly placed by their technician, which is obvious because the flood water did not touch the sensor. If the sensor was properly placed, it would have notified ADT of the flood immediately and we could have reduced the damage. After multiple attempts to ask ADT to fairly compensate us for the damage and inconvenience, all they came back with was $250 credit and $10 off/month. The catch was I had to complete the rest of our 3 year contract. In fact, even though I don’t trust their services anymore, I’m forced to complete my contract with them! I paid for flood monitoring service, and ADT not only did not properly install their sensor, but they did not take on any responsibility for their mistake. All I asked was for a $2,000 compensation for the damage that was done by a flood that their sensor did not detect! Where is the accountability here? I have turned down ADT’s unfair offer and decided I need to tell my story to other consumers.

All I'm going to say is at least I got…

All I'm going to say is at least I got a refund. Just a terrible........irritating experience. Disappointed.

Terrible equipment & lying sale reps

I live in a bad neighborhood and was aware of that fact upon moving. The first thing I did was get a security system. While I now highly regret not doing more research. I had told the telephone sales rep that I need 24/7 video monitoring and he proceeded to tell me about the motion sensing. First off the motion sensing only does clips of 30 seconds. Is ADT trying to bring back VINE?! The alarm itself is only a high pitch noise that sounds like tinnitus but cant be heard outside the house. Now, let's talk about being in a suprise contract! When I initially set up the install I had started a new job and had my mother present for the installation. Over the phone I was told that I am NOT under contract and that i just needed to pay for equipment and installation upfront. Due to my car being robbed and no footage captured I wanted to cancel my services. But suprise...suprise... THEY SAID I WAS under contract and that I signed at time of installation! Isnt that odd since I was not present during installation????? Therefore, the reason for the 1 star is poor quality cameras and dishonest sales practice.

If I could give this company a negative…

If I could give this company a negative amount of stars I would. This company sent an installer out who had no idea what he was doing who left holes in my house. I had to buy a new drill bit for the installer because he was using the wrong one and burned out his drill. He then had to use my drill. He installed the panel crooked and didn’t hook it up to a power source Causing it to alarm that the battery was dead. The original day that an installer was scheduled was cancelled due to the installer writing it on the wrong day on his calendar. The installer charged me for two extra censors that were not installed in my house. After complaining to the regional director I was told I could cancel my service considering I hadn’t had their services for more then two weeks with multiple errors on their part. I was told it was cancelled and another installer came and took the equipment out of my house while asking me to invest in a money exchange program with him. The company then proceeded to draft another 550 from my account for the equipment that had already been taken out of my house. This company has failed to render services as specified by their claims of services. I would definitely recommend never using this company if you want a company that you can trust to monitor your house for security. This company itself has left me feeling robbed and extremely disappointed. This company in my opinion has been awful.

Run as fast as you can AWAY from ADT

Run as fast as you can AWAY from ADT. This company will lie to you. I've never been treated so poorly as a consumer in all my life! I would NEVER trust them to secure any home or business property. Within a week of install, our camera wasn't working - we would get a notification, and then the stream would be completely black, it didn't take pictures, and just in general did not work. Our sales rep had given us a certificate stating we had a 6-mo, money back guarantee if we were unsatisfied. Well, we were unsatisfied - the camera didn't work and no one could get it to work. Instead of honoring the hard copy of the certificate, which she also put in text writing and verbally, she demeaned us for even asking for our money back, screamed at us, threatened us, and hung up on us. We remained calm and actually recorded the whole thing (we could feel that we were about to get the run around from this lying company). After, we had THREE TECHS come and say that the camera was a service issue and COULD NOT BE FIXED. Still, upper management refused to answer our calls, or even acknowledge the certificate their loose cannon sales rep had given out. Each time we called to speak with a manager or supervisor, we were told they could send a message and nothing else. At one time, we were told twice that our account was successfully cancelled. In the next week, another rep told us the account was fully active. We called every single day for weeks. Were were ignored or told conflicting/lies of information. To protect ourselves, we recorded every conversation. This company was in such a habit of lying to force us in our contract, we had to protect ourselves! I placed a complaint to the BBB as well as the AG in our state. THEN we got a reply. Over a month of us making DAILY phone calls - requesting they take the faulty system out of our home so we could replace it with a working security system, they demanded we get yet ANOTHER TECH. If you're counting, that's FOUR TECHS in our home to tell us the camera didn't work. FOUR DAYS lost of work, and countless hours on the phone with this company. While the fourth tech was out here, the sales rep called him and tried to convince him to leave the faulty system in our home. She really didn't want to lose our contract, to the point where she interfered with the tech doing his job! They finally agreed to take the system out. Now, we're waiting for our refund, which I'm sure they will claim they get to keep. This company is so poorly managed and run, no one can keep track of what's going on in any account. They lie, and don't care if you are actually feeling safe in your home or not. The sales rep we worked with was unstable. The managers lied to us. The techs were great and prompt, you can't blame them for dealing with unusable equipment or the management systems that seem to be completely dysfunctional. DO NOT USE THIS COMPANY.

False Information 3 Different Times

My husband and I have been given false information not once, but three times over the time span of a month. I was quickly contacted by ADT the second I purchased my home, as they were trying to solicit my business. First, they ran my credit report without my permission. I was specifically told that I would not have my credit pulled when I spoke with a representative. I was surprised to receive a notification that they had, in fact, performed a hard credit inquiry. I called to dispute this with ADT two separate times, in which case I was told that management would review the recorded phone call and resolve the issue within 72 hours. Nothing was ever done to resolve this. During the same phone call, the representative specifically asked me how many doors and windows I have, and he stated they could increase my equipment credit to cover all of those sensors since I did not need a motion detector, as I have pets. Once the technician arrived at my house, he told me that he in no way could give me that much equipment credit. He stated it was not possible. I called ADT again to resolve this issue, and they stated that they would review the recorded call and confirmed that they would NOT give me that much equipment credit. That technician was at my house 6.5 hours on 5/18/20 before finally getting everything installed. Flash forward to 6/14/20, my ADT touch screen panel was bumped with a door, so gently it was barely audible, and it shattered. My husband called and explained what happened, and the representative told us on a recorded line that it WOULD be replaced under warranty at no cost to us. Today, 6/19/20, a technician came out time our home and told us it would NOT be covered, and that we would be responsible for the cost of replacement of the panel. I called and spoke with ADT to ask if they could review the recorded phone call and honor what the representative told us, and I was told it would be another 72 hours before they could get back to me. Just like the other issues, I presume this will again fall through the cracks and I will never hear back. The technician proceeded to install the new panel, and after 4 hours of being at my home, he told me he could not hook our equipment up to the new panel. He said they would have to come out in 1 week and replace ALL of my equipment, as he could not get the old equipment to pair. I have had all of these issues in just one month.

We were told that the equipments were…

We were told that the equipment was easy to install- what a BIG LIE. As an IT guy I found their manuals confusing, outdated as the pictures didn’t match the devices found in the boxes. Their techs have no clue what they’re doing. They are reading a stupid script to walk a customer through the troubleshooting steps. The funny one is telling a customer to call the ISP to open some ports on the router. While installing their cheap indoor camera, I told the stupid rep the same script was read to me regarding the new “base” I was trying to install but we ended up replacing it as it turned out to be defective. So if the new base and the outdoor camera are connected to my network why should the ISP only block one camera from connecting? I call it total STUPIDITY and their technical reps don’t know the simple basics of troubleshooting. I can’t imagine how a third age man or woman will be able to do this self installation.

Worst company ever for customer…

Worst company ever for customer service. I have spent hours on the phone begging to speak to a supervisor without success. They treat long term customers really poorly. No consideration for small businesses closed because of COVID and their employees complain about our president as an excuse for bad service. Would never engage them for service again or recommend them.