Unhappy with the service

I'd love to have an option for no stars. We have a system that does not work. We called support to find out that they don't know how to fix our problem and now they are stalling when we tell them we want to cancel. I live in a rural area and I believe the issue is related to lack of signal from cell towers. This is something that should have been assessed at setup. Now we are stuck with a bill and a system that shows armed but does not work.

ADT, A Dishonest, Deceitful Company

Do not deal with this dishonest, sleazy company. ADT gave us a multi-page, very difficult to read contract when we installed the alarm 3 years ago. The print on the back is so light you need a magnifying glass to read it. The contract was for 3 years, but it renews automatically every 30 days once the contract has expired. According to the contract, a customer must give notice at least 30 days before the expiration if they do not want the contract to renew. The notice is given by calling a number on the front of the contract. We tried to give notice more than 30 days before the contract’s expiration and asked ADT to email us to confirm the contract would not renew. The email never came. We called again, but they said they had no record we had cancelled the contract. Again we asked for a confirming email which never arrived. We called a different number with the same result. Each time we talked to ADT, they would leave us on hold for a long time (15-20 minutes at a time) then pass us to someone else. I was passed to at least 4 representatives during the last attempt. Somehow, you are never speaking to quite the right person to get the job done. A few times, I was disconnected and had to start over. Every person described a different procedure for stopping the contract. One person insisted we needed to write the company and would not believe this requirement is not in the contract. We are lawyers and know how to read a contract. To sum it up, we never succeeded in getting anyone at ADT to acknowledge that our contract would not renew. The only way to protect yourself is to put the monthly fee on a credit card and then cancel the credit card at the end of the contract’s term. The best way to protect yourself is to avoid ADT altogether.

VERY POOR Responsiveness

Just called ADT to add service to my account. Was on the phone more than 10 minutes. When rep answered phone he said he needed put me on hold (after I requested the additional service). I was on hold another 10 minutes after which time the rep said he'd need to transfer me to someone else. I spent 22 minutes on the phone and never got opportunity to add service to my account. After 22 minutes I hung up and decided I'd check out other services. By the way, a service rep just came to my home and charged me $175 for a 30-minute visit; excluding equipment. My time is equally as valuable.

My husband is unemployed due to covid19…

My husband is unemployed due to covid19 virus. I'm on social security small income we have been sheltered in our home but unable to pay all Bill's. Mortgage utilities and food main priorities. Were at home and adt seems not to be high on the list. I called them and explained situation which they already know what's going on and said they can't help me with payments so they call and harass me everyday several times. If both of us r home adt is not very important to us at this time with no money. I wish I had never taken this out they are careless and do not care about customers. I'm contacting governor Abbott and explain. We were forced into shelter at home and no money and adt is harassing me to death. Being home never even turned on

I've been a business security customer…

I've been a business security customer of ADT for over 30 years. Our hardware is old and malfunctioning. I've been receiving false alarm calls for a few months. When i called to discuss this situation with support I was told there would be a charge to upgrade the equipment. After 30+ continuous years of being a paying customer making monthly service payments I can't believe this cheap company would look to charge to replace keypads. I'll be reporting them to BBB.

I cancelled my account in September…

I cancelled my account in September 2019. However, they did not cancel it. I was billed every month through 2019 after that. January 2020, I realized my account was never cancelled. WTH?? Finally, after hours, literally, I got someone to cancel the end of February. Then charged for March. Today, they call to collect a $140 balance that I refuse to pay. Because I have paid my account in full per the contract if my account would have been handled correctly. I ask to speak to a manager. He pulls up my account and hangs up on me & never calls back. Really?? Customer service is blaming the customer. The customer is not right according to ADT.

Horrible experience

If I could give ADT less than 1 Star I would... Look for a company that does not put you under a hidden contract. Also, if you have to transfer your service read whatever you sign because they will add years to your contact and not tell you. I got overcharged 900 dollars when I transferred my service and they added years to my contract without explaining that to us. Two months have passed by and I am still waiting on my refund for my overcharge. Every time I call to follow up I get a different story. How is a company like this still in business.. I have no clue. If you could go with someone else please do!

Will not cancel my service...and I am not under contract..

if I can give this company a zero I would!! They are by far the worst company I ever had to deal with...ever! I called in March 2020 to cancel my service as I was going with a different provider. I am not under contract with ADT by the way. I was told everything is canceled and I am good to go. Then a week later my credit card gets billed again because they had my credit card on file. I call again and I ask why my services hasn't been canceled yet and they told me whoever did the cancelation did not process it correctly and they assured me that it was canceled. I ask them to send me an email to confirm the cancelation and they told me they don't do that and that I just need to take their word for it. Then 2 months later I received an email (in my junk mail, I was lucky I saw it) that I owe them for 2 months service because my credit card wasn't going thru (they couldn't auto charge me cause I got a different credit card number). So I call Adt for the 3rd time and they said that whoever I spoke with before didn't complete the cancelation again!!!! I was furious...and again they said they will cancel but couldn't not provide me with a confirmation email!!!! I don't understand why this company just won't cancel my service...this is illegal!

DON’T PICK ADT

Save yourself the time and headaches and do NOT pick ADT. I had ADT for over a year with no issues until I recently moved and tried to continue my services in my new home. I was told repeatedly that I was not allowed to take my ADT equipment from my old house to my new house because (and I quote from the representative) “that we hope whoever moves in after you will decide to go with ADT.” Again, I was told by multiple representatives that I would not be charged an installation fee. ALL LIES! It has been nothing but a disaster since I moved. I now have to pay $400 for the “new, upgraded equipment” that I never asked for. I was moving into a brand new home, so of course I needed equipment but wasn’t told that this was considered an “upgrade.” And they changed my contract to 5 years. When I tried to cancel she told me it would be 75% of the contract, which was roughly close to $2k. I cannot stand by a company that repeatedly lies to their customers and who delivers a different message every single time you try and get things resolved. DO NOT PICK ADT. I wish I would have looked at all of these other reviews before picking them.

SafeHaven + ADT = Crooks

Who is worse? A loan shark or Safe Haven ? At least, with a loan shark, you know they are asking for a money they loaned you. Safe haven wants to force you to pay for service you don’t want. It’s all nice and great until you want to cancel. They carry their contracts like Jehovah witnesses carry their Bible. There are many better options out there than these crooks. A gentleman with the title of relocation manager solicited on our property on the 14th of March(Saturday) to try to sell ADT services. After about 30mins of talking to him, we decided to give Safe Haven a try even though we are thinking of other DIY systems out there. The man scheduled a technician(Phil) to come in on Monday (3/16) at 4pm. Phil arrived on Monday at around 4:45pm. The whole process took till around 10pm before Phil finished. I had to miss 2 important meetings during this time because no one informed me that it was going to take 5hours+ to install a few equipment but that is not the reason for my frustration today. After Phil installed the main unit, he tried upselling me on other devices like smart door locks, door bell, garage opener, etc. I told him I’m not sure about what I see in the photos as some of the devices look too old for me. He mentioned that I have 3 days to try them and can cancel if I don’t like them. I was particularly interested in the smart lock but he didn’t have it available with him. He said they have a much recent one and he would bring it on Wednesday (3/18) to install it. He came on Wednesday to finish the installation of the smart lock. He came around 4pm again and left around 6pm I believe. After my wife and I used the system as a whole on Thursday, we decided not to go with ADT. Since it was night time and figured we still have Friday or Monday to cancel (Because everything was not installed until Wednesday). I called (3/20) at 11:59am to request a cancellation only to be told by the agent, Jamaine that yesterday was my last day to request a cancellation without being changed 70% of 3 years worth of service. I asked to stop the service as I would not be going forward with it and he said he couldn’t do it. I requested a supervisor and Brittany Shorts gave me a call back stating that the 3 day period starting counting the day I signed the contract which was late Monday night. I asked how Safe Haven could in good faith try to charge what would be roughly $1600 on a system I only had 1 day to truly use and test which was on Thursday? She kept referring to the contract and states she will not be waiving the cancellation fee. Could someone help me understand why we were allowed 1 day to try a system but want to enforce a 3 day period contract on us? How can SafeHaven enforce a contract when not all parts of the installation were complete? How can we as a customer review an incomplete system? This is wrong on so many levels, considering most companies out there are doing good by customers at this difficult times but not charging them ridiculous fees. The stupid system is archaic and cannot work with most other smart devices out there which was my base requirement. Don’t listen to what the installer tells you...Verify everything yourself before you sign their sleezy contract and whoever is responding to these reviews with your canned, copy and paste response should stay off my review unless you have something constructive to add I even sent email to their CEO and bunch of regional directors but got nothing but crickets....well...no surprise there...I’m sure he is the one singing the contracts song to all employees.

This company is the worst by all means

This company is the worst by all means. They have a payment system that does not allow you to edit payment. If you make a mistake, ADT will not help you in editing or cancelling. Read the contract carefully, you are locked in for 3 years unless you are in California which is 2 years. As soon as my contract is up, I am dropping them. I have been in customer service for 25 years and this is by far the worst experience.

SCAMMERS

WHATEVER YOU DO, DO NO SIGN WITH ADT. THEY WILL NOT LET YOU CANCEL CONTRACT!! I was a good paying customer for 6 years. 3 years ago my service was discontinued during home remodel and never connected again. I finally discovered these charges to my credit card in February 2020. I called numerous times, was given the run around for hours between billing and customer service. They WERE NOT ABLE TO PROVIDE AN EMAIL ADDRESS to send cancellation request. I am harrassed every day from their billing department. I have since read hundreds of reviews saying this is how ADT does business.

They have faulty equipment......

They have faulty equipment......

If I could leave 0stars I would

If I could leave 0stars I would. Their service sucks. The cameras do not work. When I purchased the system I was promised outdoor cameras. I never received them. Basically I was promised one thing and received another. The classic bait and switch. Do not waist your money with this company!!!

Unprofessional service with low-quality products

If you're considering ADT, please read the below and save yourself months of unprofessional, disorganized service and poor quality product. From the start, the technicians were unprofessional, installing the equipment wrong so much so that pieces actually fell off. We were promised features that were out-of-date and no longer applied. The camera quality is terrible and the recording rate is laughable, only capturing fragments of very important footage. Worst of all, their contracts come with a minimum 3-year plan so we're stuck paying for a useless subscription.

If there was a lower rating I would…

If there was a lower rating I would apply it. The house I bought already had ADT stuff so I enquired about getting it activated, I thought I got a deal when I negotiated a lower one year introductory price. Came out turned it on got my bill of over $100,... That's fine next month got to be real $75... Some kind of extra installment bulshit... I guess I'm stuck with it for a year... Buyer beware this company is devious misleading and and out for themselves not for the customer. Never sign with a company that requires a commitment to one year two year 3 year excetera never never never!!!

soooo i had ADT security installed and…

soooo i had ADT security installed and 6 months later i had a change in life plans and moved.............been traveling quite a bit so no need for a security system..............hmmm this was a year ago and im still paying the monthly 50.00 fee. the only way out of the 24 month agreement is to pay 75% of the remaining contract.............cant afford to do that so im stuck. with all the contracless home security systems out there or small yearly fee i cant understand why ADT isnt more competitive in this area and when stuff like this happens to customers just let them out of the agreement with a small fee, i will NEVER use ADT again and as a matter of fact i have a Ring system in my apartment because it was so reasonable, not only will i never use them again i will tell all my friends never to use them

0 Stars

0 Stars! Here's the story. Me and my boyfried splited up, however the system was registered on his name. After he moved out I called ADT asking to remove the system from my property or to block my ex boyfriend access to it. The associate that I have talk to assured me that he can be removed and I will have full access to the account, and he will have none. So I agreed to that. A week later my ex texted me pictures showing that he is watching me and my children on the cameras!!! I called ADT again, only to find out that they can close the account but under a condition of me providing a proof of my ownership and only then they will remove the cameras off my property!!! I emailed it immiediately, and now waiting for tech to come and remove it. And this is all for my money, because I set up a payment when I called them the first time, when they told me that my ex is removed and I have a full control over the system. I swear if their tech won't show up tomorrow I will rip these cameras of my property by myself!! ADT (Security Company ???) let a stalker watch a single mother and her kids for over a week.

Disappointing service ADT has to offer

I had been with ADT since 1997 a very long time. Time came to upgrade my equipment -- they were going to charge me more then a new customer would be paying -- I was told its depend on the credit of the customer ( I also pay my bill in advance for the entire year). They changed my appointment time without informing me. No customer service. Had someone call me from an unknown number asking for a credit card number. No thank you. Needless to say I am no longer an ADT customer -- I had more then one account with them -- they are moved to another company -- They don't care about maintaining a good customer, I don't care I will tell anyone and everyone about the disappointing service ADT has to offer.

As a business owner

As a business owner, I would not recommend this company to anyone. Respond time is 3 weeks at best. They do not take any responsibilities for operational mistake, and this is the response you'll get.... "The review of your claim is complete. I did not find that ADT breached any duty and must deny your claim. We consider this event a “smash & grab” in that the burglar was in and out of your business in less than two minutes. Notification to the police would not have changed the outcome of this event."

Buyer beware

Buyer beware. I overpaid for a very cheap control panel and sensors that went out after the first year. Even the tech said they were cheap. Turns out, if I cancel my monitoring they will make my system useless! Avoid at all costs!!

No cancellation waiver during COVID

Hi, I am writing to let you all know that we have had ADT for less than a year. The system came with the former homeowner to whom we inherited the system with 2 malfunctioned cameras, rendering the system pretty much useless. We also just lost our jobs due to COVID. When calling in to cancel our contract, ADT told us we had to pay 75% of the remaining contact amounting to about $500!!! We are making ends meet with the need for medication and other expenses. NOTE: just learned that ADT's CEO Jim DeVries contracted COVID 19. Good grief. I am sorry to hear that - but isn't ADT going to have sensitivity about their customers going through tough times when so many other essential businesses like telecomms, security, and Internet companies and even governments are helping their customers and citizens? How could a company like ADT, deemed an essential business in a pandemic crisis, is still taking advantage of its customers in times like this?!? UPDATE: received an email from ADT stating that cancellation fee CANNOT be waived. So we must pay close to $500 for the remaining term of contract even though: 1. We can no longer afford ADT due to COVID related job loss. 2. We inherited our ADT from the prior owner who already paid for ADT for 3+ years. The system is technically paid off for ADT but they still want money for the remaining 30 months. Worst security system in the the world. Go with Amazon Ring or SimpliSafe. These companies offer cancellation any time with full refund. Plus their system and services are much cheaper than ADT. UPDATE [November 2023]: issue still not resolved after 3 years. Don't use ADT. We have converted the entire neighborhood of people to other products.

I have been a customer with ADT for…

I have been a customer with ADT for almost 3 years, I also have my mom's servicell with them as well . I recently decided to upgrade my system. I called and had a credit check done to add cameras. Everything was approved and contracts were signed. The address on the contract was correct and terms of the contract was great. Day of installment, tech was sent to my mom'said address. I didnt get really upset, but thought how funny since I asked them to ensure the address was correct. Then the tech ask me was I aware of the payment due at that time. There was a huge difference in what the contract said and what the tech was asking. She pulled everything up and said she saw that I was correct, but her tablet was not allowing her to preceed. Apparently the customer service agent did something wrong. Long story short I took off work to have a service done and be of ADT screw up, that service was not completed. I will be cancelling doing business with ADT. Not pleased at all!!!!

Nothing but a deceptive transaction and a terrible headache.... not a piece of mind

One of the worst companies I have ever worked with. I had ADT for a few years now in two of my rental properties. My latest property I purchased as an investment, it was either going to be a quick flip or a long term rental property. At the time I needed ADT to help secure the property while it was renovated. When I was signing up for ADT I had no idea it was a 3 year contract. Why would I sign up for a 3 year contract if the property possibly could have been a quick flip? Some time later I decided to keep the property and acquired tenants, I included ADT as part of their rental agreement to give the peace of mind ADT claims to have. Everything went well until I started getting an obnoxious amount of false alarms due to faulty sensors. ADT sent one technician to take a look at the alarms and he claimed to have fixed the problem and replaced the faulty sensors which became faulty after 1 and a half years of use? The alarms persisted despite the visit. At this point I gave up on ADT and told my tenants to turn of the alarms, meanwhile I kept paying 60 $ a month for the next six months for a system that I wasn't even using! Finally my tenants moved out and with new tenants I decided to cancel ADT while recommending ADT to new tenants to get for themselves, a mistake ill never make again. This is where ADT really made me upset. When I tried to cancel ADT the agent that was helping tried every strategy in the book to keep me as a client ( I kid you not it was 1 hour long conversation). In that one hour he mentioned everything but the fact that I was in a THREE YEAR contract and had to pay 75% of the remaining four months I had left a fee of 240$..... I mean what lol. Once I got the bill I tried to reason with multiple agents and try to wave this hidden termination charge, keep in mind the last six months I wasn't even using their services but continued to pay. Not one person helped I kept getting transferred until one person gave me the ultimatum that I had to pay the fee. Right now I am 50/50 whether or not to take this company to a small claims court over deceptive selling and the WORST customer service. Don't get it. They have a 1.5 star review on customer affairs for a reason.

I would never get ADT again

I would never get ADT again , customer service is very bad , and sales person tells me no contract and after 1/5 i like to cancel, they tell me to have pay them in full ,for remaining balance and no discount .