Dont choose ADT

Dont choose ADT. Read the reviews for customer service. No reply even for my reviews. They are have no service for any ADT equipment unless they are monitoring your premise So unhappy!

Use another company...

If you acquire an organization (Defenders), you acquire their liabilities. If the executives did not iron out a plan to smooth the acquisition of the two organizations, it should not have been rolled out. During a relocation, Defender's (pre-acquisition in April 23 2020) uninstalled all of our equipment, except the panel, and told us to call to reinstall upon moving and they would install all of our equipment again plus a free key pad. They said it was a sales tactic to leave the old key pad so the new owners would see it and go with them. Fast forward not even a month and half later at our new home, ADT refuses to do anything. They said the $100 uninstall / reinstall fee paid to Defenders offers them no revenue, that the Defenders equipment does not communicate with their panels, etc. You acquired them. You are now responsible. All ADT corporate customer services reps have done have talked about how Defenders is terrible and tried to get me to purchase new equipment. Defenders is now ADT. ADT is the only one that looks terrible. Step up and do something to make it right. Your acquisition should not be to the detriment of your long term customers. We need our equipment reinstalled with a panel that communicates to our equipment, as purchased and paid for in April 2020.

Everything was cool up to the offer…

Everything was cool up to the offer from ADT for the 100.00 Visa Gift Card, please understand, it's not about the gift card that upsetting me it's on the deception true & false info. That I received and that's why I gave ADT a bad rating, it's the deception of the offer. 1) never did they disclose that it was a 3rd party that sends out the gift card 2) I asked the rep. How long does it take to receive the gift card they said once you receive the email from ADT it will be a couple of days 3) all documents were signed on the cell phone because the rep. Said he lost his tablet/laptop 4) I didn't receive a copy of the contract 5) they didn't disclose that I had to send a copy of the contract plus a S&H fee of 4.95 and that it could be up to 8 weeks to receive the gift card I WILL BE REPORTING THIS TO THE BBB

Wish I could give 0 Stars

I have never been more dissatisfied with a company's customer service and alarm system in my life. I've had numerous techs come to my house and have been on the phone too many hours with customer service, because there always seems to be an issue with my system; mind you, it hasn't even been installed a year! Not only has the alarm system failed to work properly, but customer service is just as bad, if not worse, than the alarm system. Whenever I have called to speak to a representative they always apologize and that's basically all they do. After they are done apologizing, they then transfer me to someone else and after a while I realized all they are doing is giving me the run-around. Also, the corporate office told me one thing and when the local ADT provider came to my house to fix the issue, they were unaware of what was actually going on. ADT's system has been nothing but one big headache. Let's start with the ADT doorbell, waking myself and my wife up all hours of the night because the doorbell wasn't working properly. The final fix was for them to come and install a RING Doorbell because that actually works, not the one that has their name on it. Isn't that sad, not only did they install the new Ring doorbell, but now I had to pay more money for a Ring subscription. Then, let's go to the glass break sensor that goes off randomly all hours of night and day whether the system is armed or not. My alarm for work goes off at 4 am and the ADT alarm goes off at 12am and 2am randomly thus waking me up. Had about 4 techs come to the house to look and assess the problem and they replaced the device 3 times already and there is still an issue! To be honest I wouldn't install this system in my dog's doghouse. They should test the system first in the CEO's house, so he/she can see what it feels like waking up all hours of the night because their system is the worst. I can't wait for my contract to be over; the system will be out at midnight the second my contract is up.

Video surveillance is minimal at best.

I have been a customer of ADT since August 2018. I haven’t had any significant issues during that time however as of recently I had two encounters where ADT failed me. I have a camera positioned on the second story of my home Over my driveway and I had situations where I needed to have surveillance and the cameras failed to perform as advertised. They are supposed to work based on motion detection and they did not. My car was broken into in my driveway right under the camera and the motion did not activate a recording. This is the sole purpose of having a Camera and paying for the video surveillance. If it’s not doing what it advertised, what is the point of having the service and paying the money? Again, this is the second time that I was relying on ADT and I was failed. I have since discontinued the monitoring service for the camera and it was quite disappointing that the camera cannot even be accessed in a CCTV capacity. I will never recommend ADT’s video surveillance capabilities to anyone personally or professionally ( I am in Law Enforcement and I Advise members of the community on how to best stay safe and not be a target).

DO NOT USE THIS VICIOUS COMPANY!!

DO NOT USE THIS VICIOUS COMPANY!!! Thieves and scammers. They use incompetence, and ignorance to overcharge, harass, and bill customers for services they do not provide. After having canceled my account, and doing it in writing (which is impossible to do by ADT transferring calls from one incompetent agent, to another), they still sent me a bill for $1200. Horrible and shady practices. Shame on you ADT for scamming people.

Horrible Sales Rep!!!!!

Horrible Sales Rep!!!!!! Made promises that he did not honor. Gave me the excuse that it was past the 90 day period. However, I have emails and text from him stating things were on hold during the Covid-19 and once things picked up again, he would have the cameras and doorbell camera installed. Mind you, the reason I did not get cameras initially was because there was no internet service in my community (Conyers, Ga) which is new. My sales rep said once I got internet, let him know and the ball could begin rolling! Lied!!! Then he would not return my calls or text messages. Had to contact corporate office to get results. Then, he had the audacity to try to talk over me! Oh HECK NO! You can't out talk a woman! As far as the equipment, the key pad is really great. My alarm went off twice with no response from ADT, but they said the alarm has to go off a minute! A person can be dead in a minute!!! If you can get another service, please, please do so!

DO NOT USE THIS COMPANY

As a responsible home owner you should look at the negative reviews before signing up to anything. Because when the proverbial hits the fan, you want to know how a company is going to help you. And as you can see from all the long term customers, ADT should be avoided. The biggest threat to your security is using this company. You are more likely to lose money to their backhanded business practices than from actual burglars. We ended our contract with ADT over a year ago (basically no value for a lot of money) but it was only recently when negotiating a new broadband deal that I realised that ADT were still making hidden charges to our phone line equating to 5 pounds a month. As they stated in our correspondence: "The system installed at your property, your alarm automatically dials ADT’s Alarm Receiving Centre to send signals such as an intruder alarm activation, faults or tests" and that "whilst the system may still be calling to send test signals or faults, ADT would not be able to receive these or see them". I'm not sure which engineer designed their system but I can only imagine they are as good as their customer service. We got in touch with them and they have refused to even do the right thing and disconnect their own system. Do not even think that being a customer with them for a number of years will make a difference. Even though they know their system will continue charging me, they never informed me of this and now won't even do the right thing and disconnect it as a courtesy. "we would not envisage covering the costs incurred as a result or the cost to attend the property to complete these works. ADT no longer have any contractual obligation to the system installed." Or in other words, they'll take your money while they can and absolve themselves of any responsibility when it comes to the end of their contract. Trust me you can do your own DIY home system without these guys and be better off. It's a shame when the people you pay to secure your home are bigger crooks than the actual criminals If the reviews here are not enough go to money saving expert to see even more of their shady business practices. I'm currently in touch with them so I will you guys an update when they give me a quote to come and disconnect their own service - it won't be cheap!

Worst experience ever

Worst experience ever. Expensive and very poor service! Was lied to multiple times. They said RING was included, it wasn't. Had to pay for replacement of faulty equipment! Look at RING directly and WYSZ. They are high quality at a fraction of the cost.

The worse customer service.

I have been an ADT customer for 12 years. service was OK. when I asked to upgrade to better system and technology the price was so expensive. I explored many other options and luckily they are reasonable. I discovered that I was paying too much money for the service I got. Then I decided to cancel service. this took me two years to end the service. here is the trick, they let a representative call you and offer you a better deal as token of loyalty customer. then never follow through. then there is a follow up call to tell me that they can not honor the price they gave me. then I said ok lets stick to the original plan which is canceling the service. since December I receive bills to pay as I am still an active customer. every time a call to reach a manger I end up with a rep who promise that this is the last bill, until today another bill with balance they said past due. ADT is a bad security company !

BEWARE ADT IS TERRIBLE AS IT CARRIES…

BEWARE ADT IS TERRIBLE AS IT CARRIES NO RESPONSIBILITY FOR THE SECURITY PRODUCTS THEY SELL UNLESS YOU BUY MONTHLY MONITORING ON TOP OF THE PRODUCTS. See Andrew's reply from ADT. Andrew your reply telling me to call Customer service is offensive, providing no help or advice. It is misleading and meaningless like your customer service. It seems to exist but it does not. Do you think that I do not know how to call a customer service before complaining? Your company ADT should be in show business. I have been living with this problem over a year now. See my previous message. Alex replied to that one again without any substance. I have called your customer service many times. You openly express that ADT will not help when you say call a local electrician. Why should I? You sell security equipment and do monitoring. You are responsible from your equipment as well as monitoring. Even a simple toaster maker will stand behind its product. Write with big letters on all your products you will not support them if you are not monitoring them at the same time on a monthly basis. So people can buy with this knowledge prior to purchase. Can you see there is something terribly wrong with your company. Stop forcing people to remain as customers by refusing to provide service for your products when you are not monitoring them. FYI, I have called 3 different electricians, paid 750 more dollars. No one can find the battery. We need someone with ADT expertise. Be serious. Maybe time has come that you start to take care of your customers and the equipment you sell and install.

Avoid at all costs.

Avoid at all costs. I have had an alarm monitoring service at my home for > 20 yrs. The service from ADT has declined (call centre when alarm goes off unhelpful, the security people who come to investigate dont get out of the car) to the point where I wished to terminate the contract. I rang the customer line to inform them. The person on the call was a bully - I kept saying I didnt want to continue the service - but seems like she failed to cancel the account. There have been ongoing arguments when I have refused to pay the bill that is ongoing more than 6 months later. I have written, spoken to several people on the phone and still it goes on. Value for money in terms of alarm and monitoring 2/10, Customer service 0/10.

The worst service and follow thru

The worst service and follow thru. They will raise your bill without your permission and won't let you talk to a supervisor about it. I really had good luck for a couple years then they changed the level of customer service. They forgot what customer service is. Try someone else

I called ADT a year ago and they came…

I called ADT a year ago and they came to my house and I told them what I wanted the system to do especially the camera and we came up with a plan. They installed it and it was not until they were done that I found out there was a minimum 3 year contract. That should have made me suspicious and I should have told them to take it all out now but I didn't and that is one way they get you. It does not do what I wanted and they had to know that at the time. They show you this great picture from the camera but they don't tell you that the motion sensor is triggered from the bottom forth or less of the screen which means I mostly just see myself going out and coming in which is useless. It picks up nothing and only tapes for 30 seconds which is also useless. I live in a cluster home and so my house is not huge and my car is right out front and it didn't even get someone breaking into the car and even though the picture goes will beyond the car and surrounding area. They ever tested the window alarms and I have no idea what they sound like or even if they really work. They hire out local dealers to install it and they put you off for 3 months until they know you are locked in and can't get out of your 3 year contract. I called after the car break in and they sent someone out without telling me there would be a $25 charge, the agent filled out the work order to expedite it and that information was on that form. Tommy who came didn't have a mask, was looking around my house even though I told him I had no cameras inside. He then told me the cameras would pick up things now and would tape until whatever was moving outside was gone. I knew he was lying because everyone I spoke to on the phone said it would not and it does not do that even now. Lying seems to be their specialty. Then they sent me a survey done my Medallia and when I gave a bad rating they asked to speak to me which I did. I spoke to Joshua Paynter who proceeded to say he would get it fixed and come up with a plan to change out the camera I had for one that taped 24/7. Of course he did not call back but I found a way to get him to call back and he made up something about misunderstanding what I wanted and then proceeded to tell me the same things and how he would work to get it fixed and then never called back. He just falsifies his reports to make them look like he is fixing issues until you give up. So my advise DO NOT sign up for ADT. So ADT Always There emailed me and said the front page of the contract has the 3 year contract required in bold on the first page. The entire first page looks like bold type and the print is small . The biggest bold type says you have 3 days to get out of the contract. But they did not read my post because I said they did not give me the contract until after they installed everything and now that they have drilled holes in your house and it is set up you give in which is why they do it that way, sneaky and not transparent like they claimed in their email. They just reply so people think they responded but the reality is they don't. They tell you to expect a follow up but that was 10 days ago. They just promise to do something to get rid of you.

ADT is a company no one should EVER get…

ADT is a company no one should EVER get any item from. Their customer service for their equipment is non-existent. They are terrible. Unless you are enrolled in a monthly plan they have procedures to prohibit technical assistance. The equipment with their name and brand is of no concern to them. The initial installation is only under their secret files. If you need to get it removed you are in trouble. No one will help even if you want to pay. They think this way they are forcing you to stay as a monthly paying customer. Unfortunately you cant stop the equipment from working because there is a battery in your own house that feeds the electricity to the equipment. If you cant find that battery because it may have been hidden behind a wall or something you are doomed. I have never seen a more terrible company than ADT all my life. They are ....

Don’t do it...just don’t

Don’t do it...just don’t. Dealing with customer service turned me into a Karen. They’re money back satisfaction guarantee is a scam, you can only cancel the contract if they can’t fix their equipment and not if you aren’t happy with them.

Not a happy customer right now

Not a happy customer right now. Had our system installed on Sat. This is the following Monday and one of our door sensors just fell off. After inspection we realized the tech installed it in the wrong place placing it so that every time the door was opened it hit the door stop which is what knocked it off within 48 hours causing a gawd awful alarm. We got in touch with customer service and were able to get the alarm shut off but then, to schedule a service tech to come reset the sensor and my husband has been on hold for more than an hour. I called in on a second phone and I now an listening to the same recordings for (at this moment) more than 15 minutes. Not a fan. Would not recommend this company at this time. There is no option for them to call me back when they can handle their volume. Makes me question their ability to handle multiple emergencies at the same time. Funny (not) that their recording says “we believe in doing things right the first time...” wondering if canceling the contract is out next step? Do we get a rebate for not having the security service we paid for tonight and how ever long until we get the sensor reset and reinstalled???

Figure out another way to get an alarm. Sincerely DON'T choose ADT

Its NOT the customer service thats bad its the ADT service management and company that is horrible. Our system had been down for 7 months. Three months of that time is during the COVID and they are insisting WE can not cancel a "contact" but they broke their own contract when our system is not working. This is the first time we have ever written a review, it's not our norm. But, after 5 phone calls to them 2 hours each, and being very patient, sincere, and honest about our particular experience with out service......The company, acted like nasty corporate (cant say the word) management. WE want to spare you and anyone who is reading this review the experience that we have had. We paid alot of money to them. There are plenty of Alarm companies out there, so DONT go to ADT! Find another way! JUNE 8th, 2020

Horrible Horrible Service!!!!!!

I have been with ADT for a few years. They sold me on Cameras that hardly work and when I complained about the service, they try to up sell me to a more expensive brand instead of being truthful upfront that the cameras where defective or no good. You could walk up to my porch and walk away with a life and the cameras would say NOTHING. COVID -19 hit and I fell behind a few months, service turned off and sent to collections. They didn’t mind collecting my monthly payment while I my service was horrible; once I missed a few payments; service turned off and sent to collections. I must have call them about a dozen times because the service was not working properly, I wonder why they didn’t refund me, provided me with a credit or let me out of the contract then. I called and asked how much do I owe ADT to restore my service, they gave me a number, I was told on two occasions once I pay the amount owed; my service would be restored. I paid what was owed, I was told by the collections reps, call back in and they will restore my service. I called back in, first they try to reneged and wanted me to pay the amount that the collections company was asking for, then they came to their senses, but switch and told me I had to pay a restore fee of $100.00. I told them Hell No, I am not paying a restore fee, that was never told to me when I was making the arrangements and I am not a NEW CUSTOMER, then this is what the Supervisor Alex Johnson said, they made a mistake; they don’t understand the company policy and if I needed my service, I would have to pay another $100.00. I said, That sounds like a lack of training to me. I am so upset, if ADT try this collections attempt; they will have to show cause in A Court of Law. Alwaysthere, send a Reply 6 Days ago asking for me to reach out to them regarding my DISPUTE with ADT. I have reached out to them TWICED, no answer. ADT has not reached out, I guess they rather deal with this in COURT!

Worst customer service

Worst customer service. I called to cancel my service two months ago and they are still billing me. When I called again today they said the cancellation never went through 2 months ago because I didn’t speak to the correct department even though they never told me to speak to someone else. Finally after an hour today they agreed to credit my account for the overcharge.

think again before you choose ADT

ADT refused to reimburse the false alarm fine that I've been charged by the city, which was due to sensor malfunction. The same sensor tripped twice in the past 3 month and ADT claims that they cannot prove the sensor is malfunctioned. Customer services can do nothing but telling me to email the False Alarm Research department, because that department doesn't take phone calls but emails only. I emailed the False Alarm Research department several times, and I received the same reply every single time. Apparently, if you want to have reimbursement, ADT makes it impossible and does not want to talk to you directly. And ADT doesn't care at all if you have a false alarm. You'd better think again if you wanna choose ADT

They reward loyalty with a kick in the pants

After having ADT in my house since 2005 and paying monthly monitoring charges in excess of $50; ADT rewarded my loyalty by raising my rates nearly 10% in November of 2019. This caused me to start looking around at other services; specifically SimpliSafe and Ring. I gave both systems a tryout and both companies have excellent customer service and support. I finally chose Ring because their monthly rates are lower and they have camera systems that are compatible with my 5 MHz Wifi. On May 4, ADT charged my credit card for services through June 4. On May 10, having made my final decision on which service I was going to use, I called ADT and asked them to cancel my service and to refund the remainder of the month's charge. They not only refused the refund, but told me that my service would take 30 days to disconnect and that I would have to pay for all thirty of those days even though I had already removed their hardware. When I asked why it would take so long to simply stop providing service, they gave an murky answer about having to make phone calls to people. I was surprised that the company that is supposed to call the police and fire department within seconds of my having an emergency requires 30 days to "call people." I told them that I disagreed with their policy, and they told me that the contract I signed 15 years ago required 30 day notification. I then went to my account on their web site and removed my credit card as a form of payment. Nonetheless, they charged $11.05 to my credit card today, June 4, 2020 for the remaining 6 days it will take them to actually close my account. Although it is not a huge amount, they are charging for 5 days more than Ring charges for the entire month. For fifteen years, I was a very low-maintenance customer, who went for years on end without ever even talking to ADT. However, when they raised my already exorbitant monthly fees even more; I went with another option. I did not complain, I was not rude until ADT informed me that they were going to compel my custom for another 30 days. They reward loyalty with a rate hike and a kick in the pants on your way out. I will never do business with this company again and I would urge you to go elsewhere. They clearly have no orientation toward the customer, and they have not come out of the last century in terms of service. UPDATE: Per ADT's response below, they thank me for my loyal patronage and say that they will look for ways to improve. Here is a no brainer; refund the $55.24 you have billed me for the service I did not want and you did not provide. Do that and I'll further update my post to indicate that you actually can take your customer into consideration when making your business decisions.

ADT is a ripoff

We had ADT for two years without any issues but we have had more trouble canceling our account. We’ve been given misinformation at every turn. One clerk said pay one amount and two months later we received a bill for a different amount and a threat that our account was going to collections. I won’t ever use them again.

Nothing but problems from being to end.

From the beginning they told me the just needed my cc info just to have the come out for a quote. Low and behold they charged me $100. They try to make it right but I should have known. Then to find out the system can’t do what they said it could. I try to wait out the contract. Then find a way better company and a way out. I call to cancel but they are closed on weekends even though there automated phone states that it is open but they are not. When you do cancel and make the payment to cancel early they call you hours later to harass about an over due payment that I just paid and have confirmation number on. Was told that they couldn’t see the the payment was pending on there end.

call tech support for a new installed…

call tech support for a new installed system that was having a 3 second delay in alerting a door is breached spoke to a girl name kelly in tech support who advised that this is normal i advised that is not normal it defeats the purpose of alerting if there is a delay and that someone could be halfway in the house i ask to speak with her supervisor and she advised there is no supervisor she said i should call back if i wanted to speak with someone else. This behavior is very unprofessional especially for a new customer. I called back and spoke with another tech who had a better attitude was very professional and advise me just as i thought that this was not normal and told me possible reasons on why this is happening he advise he would get a tech out as soon as possible. thanks to this tech whom i did not get his name was able to help me