Horrible company

We were charged for a service that two different agents told us that we would not be charged for. I have been a good customer for 7 years and was treated like trash! I will be switching as soon as the contract is over . Do not recommend ADT to anyone!

ADT is evil

ADT is evil, incompetent, or both! I was a customer for almost 20 years. In December 2019, I called ADT and said I wanted to stop my service. They said OK, the service was stopped and that I actually had time left because I had already paid for December 2020. In Jan 2020, they charged my credit card again. I call them on the phone and they took off the charge and profusely apologized for incorrectly billing me. They, once again, assured me the service was cancelled. Then they started sending me paper bills. I talk to them at least four more times and wrote at least once. Same thing every time, some minion on the phone telling me that everything was OK and how sorry they were, while another minion was sending me letters telling me they are going to sick the blood suckers on me. Now the debt collection agency is constantly calling and writing me.

A company with no ethics and morals

My family used ADT for 21 years, when the time we need them the most they have let us down and placed my family in danger. We had a break-in during October 2018, the police came late to my home due to the incorrect address ADT provided. Some officers told me that ADT gave them the incorrect address. The police took my keypads as evidence and when I contacted ADT for replacement keypads, they told me it wouldn't cost me anything and they would send someone the following day to install the keypads. I've made sure that ADT will inform all parties involved in replacing the key pads to know they are going to install them for no charge. At this point I was escalated to the Loyalty Department, they told me that they will replace the key pad at no cost and any equipment to make the security system work will not be charged as well. The ADT personnel I spoked on the phone was Brenda Merritt. When the technician came, he wanted to charge $1,200 for the keypads we told him it was not supposed to be charged. That's when the technician, Rex Mohr, lost him temper and acted like a psychotic in my home before storming off. I called ADT back immediately and informed them of Rex Mohr's unprofessional behavior in my home and to get someone to replace the key pads. I've also told ADT they gave the police the incorrect address for my home which ADT denied that it couldn’t occur and tried to push the blame on the police. At this point I was escalated to the Management team. In that time, I've ordered the 911 recording from my local police department and heard ADT operators give the police the incorrect address 2 times. The management team tells me it's not possible to give the wrong address to the police. I tell the management team that I have the recording and the operators did give the police the wrong address and which they still denied the fact. Then ADT says my security system is older and would need new equipment for everything and it would cost them $1,200 but would only charge me $200 plus a 3-year contract due to their technician's behavior which I also requested for ADT to terminate the technician, Rex Mohr. When they came to install the key pads and other equipment, they only replaced the keypads and nothing else. I called ADT back and told them that this was not acceptable to mislead people and that they have dealt in bad faith and that the 3-year contract should be nulled. Multiple emails between ADT and I went on for days. Natasha Rodriguez was slow and not prompt to replying to my emails, so I've called ADT and requested to get her supervisors extension from one of her coworkers, Dolores Davis, and that's when they decided to be more prompt in responding back. Due to the lack of customer service provided I called ADT to obtain a different person that would try to help me out I got, Julius Paden. His customer service was not any better but worse. He refused to help and when I told him that ADT told the police the wrong address, he investigated the computer system and stated that the address was entered incorrectly in the computer system they have. Then he stats it was my fault, I told him it's ADT employees that would enter my information into their computer system and how could it be my fault am I supposed to walk into ADT offices and check their computers. At the end he only provided 6 months credit and nulled the contract. I've used those 6 months to find a better company to provide home security and canceled ADT in May of 2019. ADT kept sending me bills, the first one was for $200, then more came in at $300, $500 and $900. Each time I called them back telling them I've canceled and which ADT stats that those charges are for my second home. I only have one home. It is appalling that they are willing to stoop so low to rip people off. I will never recommend anyone to use ADT and if you're a current customer I recommend to cancel them and use someone else.

Where do I begin

Where do I begin, terrible customer service, you have to sign a contract that they won’t let you out no matter what, even if you’re dead! Too expensive. I lost my job due to Covid-19 and not living in a motel with my 3 children and they still won’t help me. I have no money and no place to live and they are only worried about my money. Evil terrible. DO NOT GO WITH THESE EVIL COMPANY!!! Beware.

ADT is the worst company I’ve ever done…

ADT is the worst company I’ve ever done business with, I got them about a year ago,April 2019. I paid for the whole year (as I told pushy sales person just wanted a year to see how the new place was) and during the summer I had An alarm go off, front door completely open for several mins. I got an email alert! Not a call not a Text but an email! My neighbor was home and called me ASAP luckily I was around came back home to check on things. I called ADT and told them when the year of service is done (4/2020)will like them to come get their equipment and cancel service, they refused to canceled service and told me early termination of a so called three years contract will cost me $2,000; A female account supervisor called me back a couple of days later to tell me my account was due for a early termination fee, I was going to be send to collections if I didn’t pay them and I was still under contract, I tried to talk with her but she was talking AT me and treating disrespectfully so I hang up on her! Few weeks I tried again to have them come get their equipment, because they were trying to charge my credit card! no success, a couple of days ago I got a call from Fernando acct representative, with his only concern to put me on a payment plan, since I’ve explained I’m lay-off, not paying mortgage which is my priority right now, but he insisted a payment plan can be arrange not cancel a contract! Mean while I’m getting calls everyday about past due bill! ADT is worst than being in a bad marriage! I’m waiting on a report filled with the Business bureau. No other option! STAY AWAY FROM ADT THEY ARE CRAP!

Stay away from this company!!!!

Stay away from this company!!!!! Worst customer service of any company I've had the misfortune of dealing with!!!!! I would rather be broken into then deal with this company!!!

Horible company

Horible company. The installer added a sensor outside that did not work and 3 techs could not figure out later. Also I moved and accounting still billing me on my old address and says it's my fault and keeps sending me bills and calling me to collect $$

I've been calling ADT and complaining…

I've been calling ADT and complaining about how it's not picking up people on my front porch for a long long time now to No Avail. The Camera takes many pictures of cars driving by rather than the immediate service that I need of someone at my door the customer service reps are very non-caring and lie a lot leaving the same problems unfixed. I will be changing Security Services.

100 for double A battery replacement, ADT Canada

Long story short: ADT charged me over $100 to replace double A batteries for a water sensor. Full story: - An alert went off in my system telling me that a water sensor was malfunctioning. There was no way for me to turn off the alert, which beeped every few minutes. - I called ADT, and they told me there was nothing they could do to help me diagnose the issue over the phone, and that they would need to send technicians over. They told me there may or may not me a charge, depending on the cause of the malfunction. I agreed, thinking it's unlikely I did something to the system to cause a malfunction. - The technicians came, and struggled to use my control panel. The control panel, which was provided to me by ADT just a few years ago, was indeed hard to use, as the screen had been gradually becoming unresponsive to touch, despite only mild use. The technicians then tried to sell me on a new panel costing $500. - Eventually, the technicians got to the water sensor and quickly realized the batteries needed to be replaced. - They told me I either had to be $100 for the service, because I didn't have a service plan, or they could wave the fee if I purchased the new control panel for $500. - This all seemed pretty ridiculous to me, particularly because I was never told of an option to have a service plan when I initially onboarded with ADT. - I accepted the $100 charge, thinking I'll be able to wave the charge by calling ADT after-the-fact and explaining the situation. - Later when I called them, they refused to wave the charge. Eventually we settled on having the serve charge cut in half. Overall, this was a terrible experience that could have been avoided by ADT asking me to check the batteries over the phone. It would have also been appreciated if ADT presented me with the service plan option when I signed up, and if they didn't provide me with a low quality control panel. Unless this charge is rectified, I'll be switching to a different security provider as soon as my contract expires. *Update* This review is for ADT by Telus, which is the ADT product that is provided in Canada. The reply that I got for this review was from ADT US, who cannot help me.

A Nightmare!!

I will not make this long because I can make a thesis out of this review but I will not give ADT more of my time. If your looking for a home security system PLEASE DO NOT get ADT these people don’t care about the customer!! Look elsewhere, you will remember this email. And, look at all the other reviews they are correct!!!

Nice people, very confused. Confidence lost.

To date I haven't had the horrible experiences from other reviews regarding overcharges and cancellation fees however, like other reviewers, my confidence in ADT to provide organized security has been erased after the last two days of trying to get a couple of simple things done. My sensors were tripping the alarm in the middle of the night and I was interested in adding a doorbell. Here goes: -9am. Called ADT service number. Explain entire story. Rep tells me I need to speak with the installer. They transfer me. -Installer tells me they don't know why ADT sent me to them as my install was more than 12 months ago. Transferred back to ADT. -ADT rep says they are transferring me to the installer. I say, no no, I've had my system for over a year. ADT sends me to another rep. -On hold for 10 minutes. Person who picks up has no idea who I am. My name, number and address aren't on file. What? Then they identify themselves as Protect America. Wait, who? Why did I get transferred to a different company? They transfer me back to ADT. -New rep needs my whole store all over again. Aren't notes being taken on these calls? He has me remove batteries from the sensors and says he hopes that does the trick. Hopes? Sends me to another rep to sell me a doorbell. -9:30. New rep sets up doorbell install. Best of the lot so far. Says I'll be getting a doc in my email to sign. -Emailed doc is not in my name; it's in the name of the previous owner. I'm not signing that. -10 am. Called back. Rep sends me to new rep, new rep says he will fix the doc and resend. Thank you. -I asked for a customer service rep to report my experience. Kiki was over-the-top nice and apologized and was appalled at the service I received. -11am. New doc is emailed. Still in previous owner's name. Literally just sent me the same doc again. -12pm. Now the tech is at my house. He can't do anything until I sign the doc. He calls ADT himself and gets hung up on three times. Finally he gets through and a new doc is emailed with my name on it. Ok. -The sensors I have are not stocked by the techs anymore and the tech's manager tells him I have to pay $80 each for new sensors despite having a service plan that covers failed equipment. -I called Kiki back. Now Kiki is on fire and speaks to the tech explaining that I have a service plan and I am covered. Kiki is amazing, thank you. Sorry Kiki! -Tech leaves my house to get the sensors and returns later in the day. -The tech, Carlos, is amazing but is also he's completely let down by the lack of communication and complete confusion at the ADT office. It seriously impacted his ability to do his job. Carlos is one of your best. Put people like Carlos on your phones, he understands how to troubleshoot and follow though. This morning I get a call from ADT. Should be interesting. They ask me when I would like a tech to come out to service the two faulty sensors...seriously? I told the rep I just went through a difficult day of poor communication from ADT and this is another example. Her response was that she didn't work yesterday. ADT. Please address your service issues. It's plastered all over the internet and you don't seem to worry about it. You are providing security but you are showing your customers that you can't get simple communications straight. Not a good look. Please don't respond by telling me to email you at AlwaysThere. I've already done that. Although I suppose if that reply IS under this review it would further prove my point.

If I could give them negative stars I…

If I could give them negative stars I would. They are HORRIBLE...Trust me you will be sorry, and regret ever dealing with them!! They are CROOKS!!!

Just brought my first house

Just brought my first house! I chose not to go with ADT because I was asked to pay $99 installation fee just for a consultation and if i didn't want the service, I would get a refund. Sounds a little fishy after already having a few other companies come out for a consultation without up-front payment. I started to re-think ADT because their ads kept popping up on my Facebook page with really great deals so I decided to check their reviews. I WOULD NEVER!! 73 percent of horrible reviews, wow! Looks like this company will be in a Class Action lawsuit in the early future.

ADT is the absolute worst company to…

ADT is the absolute worst company to get involved with ! READ READ READ your contract - every single word! If anything happens you will owe every penny for your entire 3 year contract! I signed up with ADT in 2014- all the equipment was suppose to be free but I was billed 1500$ for the equipment at the end. Not even a month in to having the equipment the smoke alarm and door sensor was going off non stop. I was receiving letters from the police department and fire department that they were going to start charging me for false alarms. So- I called ADT to fix the issue and they tried to charge me 50$ for a technician to come out. I paid the 50$ and the tech never showed! my alarm went off 3 more times that week. I called ADT to figure out what I could do and the rep I spoke to said " let me just cancel your contract because you have had so many issues ". Fast forward 6 years and this account has been added on to my credit report, dramatically effecting my score. The are charging 1200$ for the 3 year contract I unknowingly signed. There is a collection company in Utah that handles ALL of ADT's collections and the manager told me something SO disturbing!- When the hurricane hit Puerto Rico and people lost everything and couldn't afford their ADT bills ... all of their accounts went to collections. ADT did NOT care about the people of Puerto Rico and does not care about their customers! SHAME ON YOU ADT!!!!!!! I have called several times to try to get the recording of the REP claiming to cancel my account and close it out BUT NOTHING of course .. SHAMEFUL company! do NOT deal with ADT unless you want to be put in the same position that I am in !

Horrible customer service

Horrible customer service, the system did not work most of the time. ADT took money out of account after policy was canceled. Was told it was a one year contract then later found out it was a three year contract. ADT is nothing but a company of people trained to scam you of your money.

ADT tries to tell people that they are…grew

ADT tries to tell people that they are there to help them in times of need. That is DEFINITELY a lie. Our small business had to close due to Covid-19 shut down and we ended up having to close permanently. We called yo cancel our ADT service. They were completely unsympathetic to our issue. They offered us 50% discount for 3 months, to monitor an empty store. Their only other option was to charge us 900$ cancellation fee. Way to have your customers backs ADT.

I just spoke to the rudest man at ADT…

I just spoke to the rudest man at ADT in Rochester, NY. No customer service, not interested in selling a system, just talked about no one pays for the system up front. We had called before and decided to remove cameras and only have sensors. He asked why? I told him we were going to obtain 3 companies and the other 2 did not recommend that. He said are you price shopping? NONE OF HIS BUSINESS. But no, we are not and I told him that.f I wanted to look at each company to see if they all offered the same things. He was SO RUDE HE could not understand why we would do that. Then I said we would pay for the system up front. HE SAID: NOBODY DOES THAT. He wanted us to use financing. Apparently, ADT makes money from refinancing. The other 2 companies I spoke to, were very professional, are coming out to look at the house. He said we would have someone come out ONLY AFTER WE SAID YES TO THE PROGRAM.... Who the heck does that? He said everyone...….. He must think I am a fool. If I could give it a minus 1 I would. BEWARE-NEVER GO TO THIS HORRIBLE COMPANY!!! SCAM....

I spoke to a representative and her…

I spoke to a representative and her name was Kiesha and she was terrible we thought about keeping our services but when she was nasty and unhelpful and rude and argumentative we knew we had to cancel it we had to kiesha you need to brush up on your customer service skills Betty and Bre did an amazing job trying to assist my husband and I but if you want to have people cancel their services forward it to kiesha

I have been a loyal and paying customer…

I have been a loyal and paying customer for 3 plus years. At the beginning of the Covid 19 pandemic, I was called from adt asking to pay the bill that I let lapse because of the pandemic, in which I explained that I wasn’t because of the lay-off. However since then I’ve been rudely contacted every single day to the point of me terminating my account with the. A day after the cancellation, I’m still getting calls and being harassed about this service. I advise people to think twice about this company.

Misleading Cancellation Policy Update as of 4/20/2020

Just a follow up to my original complaint regarding my cancellation concerns. I submitted a complaint on here on April 1st and on April 2nd, ADT reached out to me and asked me to email always there. That was done and they stated that upper management would contact me. A representative did reach out to me but I missed her call but literally called right back upon hearing her message This happened again last week so its been two weeks and I have not heard back from her. I simply want to cancel and move forward. I called this evening and I have been transferred to three different representatives. All apologized for not being informed that Saturday is considered a working day for them. Each person was very nice and cordial, the final person I spoke with stated that because my account was less than a month old, I would not be able to cancel unless I paid $1452. This is very unnerving for me. I plan to reach out to my local public service commission and pray I find someone who can help me with this issue. I'm just disappointed I fell for an offer that was too good to be true.

Worse company in the world

We Retired and moved to another stated. We decided to get ADT to protect the empty house while it was on the market. We also decided to get ADT at the new house. We were told by the sales rep and both install techs that we wouldn't be charged an early termination fee on the first house since we also signed up for ADT at the second house. How wrong they were. It took 7 calls to cancel the service. We experienced everything from hangs up to multiple transfers to I don't do cancellations. We finally got the account cancelled and we were told that it takes 30 days to cancel, (this was news to us also). Luckily we have the ADT app on our phones because the new owners kept trying to use the system with the one time Realtor access code. It took 2 calls before a rep put the system on test so that it wouldn't alarm anymore while we wait the 30 days for the cancellation to complete. We then got an email from Brittany Short advising that we didn't qualify for early termination fee waiver. When we called Ms. Brittany, we were met with a drill sergeant mentality, spewing out company policy and over talking us. When we asked to speak to someone else she that she was it. When my partner Allen told her that he just retired from customer service she had the nerve to say that she isn't customer service. He then had to educate her by reminder her that she was talking to a customer i.e. she is customer service. The conversation got so heated that I hung up. We would have never gotten the 2nd ADT service if we new we had to pay an early termination fee. We don't even use the service at the new address because we don't need it. Yours truly from ADT hell David

Covid 19 and essential workers

I've had your service for years while living in Florida and you finally started servicing the area I moved to in Washington in the last few months so I signed back up for it with a very nice gentleman however I take care of a 14 year old that is on partial life support and during this covid 19 pandemic I want to make sure that they wore protective gear and was in and out of the house as soon as possible. I was assured they took precautions at all installs. then I was called on four occasions the week of the appointment to make sure that no one in the household had tested positive and I repeatedly told them my situation and that I need to make sure that THE INSTALLER was following all the conditions that has been set forth by our government I might add. I was very abruptly and rudely told they DID NOT have to follow the guidelineS and if I did not want them to come out and install they would cancel. But from dealing with ADT in the past they can rack up bills out of the air and you either pay them or they end up on your credit report. Unfortunately I have to have security because of a child that is in my care and have always been happy with ADT other than for their hidden charges when I moved and they did not service a new home I had bought as they were not yet in the area because the house is we're not all complete and I still ended up paying $750 after breaking a contract due to the fact that you did not service area I moved to and was told the same thing as someone else that left a comment here. Anyhow the installer showed up had no protective Gear with him except a very used looking paper mask and I explained my concern once again and he very loudly said everything will be fine. He was loud obnoxious and had his mask off and after I had told him the back room was off-limits due to the equipment running and the child that was back there he went back there on his own open the door and went in the room with no protective gear on him at all. I was extremely disappointed the job was not finished he left a note on the table for me as I had been up53 hours due to the work I do, which was another concern because he had canceled the appointment rescheduled it himself through my contact number and said he repeatedly called me when I showed him my phone into there is absolutely no missed calls why was you bothering her because I had set up a certain time because of the schedule I have to keep. I went ahead and went back in the room to take care of my grandchild he kept knocking on the door obnoxious scaring him which causes seizures so I just shut the door and that explains why he continued the install left me a note to make another appointment to finish the ring doorbell. he did not want to give me what was agreed upon when I signed up and now I'm afraid that my bill is going to be off the wall when I get it in a few days because he did not seem willing to discuss anything, I was tired I was not going to debate things with him because I had already paid an initial payment. I'm hoping that somebody else will come out to finish and I'm hoping that somebody explains to him that this covid-19 is not to be taken as lightly as he took it yesterday with a child that is considered medically fragile and or passing. ADT day needs to take a serious look at who they send out especially in these days and times because I don't know where he had been I don't know anything about him and I couldn't keep my eye on him the whole time but him going into that room where that child was at after I asked him not to was completely uncalled for. I sincerely hope I do not get an automated response in comment posted after I submit this. I hope trustpilot does what it says it's going to do and hands this comment off to the company. I'm going to follow it up with a call to ADT but I know customer service is just going to apologize and go on about their day and nothing will be done. Lives are at stake!

ADT - only as a last resort

I had the service for 10 years. Never had a call of any type to them...so they had 10 years of basically free revenue. Recent circumstances forced me to cancel which I did end of March - at which point I was told all monitoring would stop immediately and none of the equipment would work - and that seemed fair. Then I get another charge on the credit card for the month of April - and am told that is for the 30 day cancellation notice. After 10 years - they won't waive. So - congrats - you made $30 more from me. Anyone who reads this will know what you really care about - milking what you can. I will be sure to pass on the recommendation to anyone looking for service.

SCAM Alert

SCAM Alert! SCAM Alert! If you're alarm goes off more than 3 times in a 6-month period, depending on your county it will cost you $75 in addition to what you pay ADT!!! which basically means the entire system is WORTHLESS!!. You're better off just buying a set of cameras from Best Buy and calling the police yourself in the event they send an alert! I should've never signed up with these scammers! I hope they are BANKRUPT in the next year so I can laugh at these thieves for trying to sell me sell me something that had clauses hidden in the fine print that cost me money in addition to what I'm already paying. I tried to cancel and the lady told it would cost me $1,100! Omg, I'd rather have a ding on my credit for 24 months and use this as a lesson to NEVER sign a contract with an alarm service provider again! They're all a complete scam an as of now OBSOLETE! ALL I ASKED THEM TO DO WAS HANDLE THE $75 FEE I WAS BEING ASKED TO PAY BY HARRIS COUNTY AND THEY REFUSED TO DO SO! THEY'D RATHER NE LEAVE THEM A TERRIBLE REVIEW AND CANCEL MY CREDIT CARD SO THEY COULD RUIN MY CREDIT! $75 CAUSED THIS. COMPANIES LIKE THIS ARE A DYING BREED. DEFINITELY AVOID!!

After canceling ADT account still charging

For 5 years been using ADT at my business, never miss a payment. On October 15th 2019 I had called ADT spoke to customer service told him I’m canceling my account starting today because I end my location rent contract and was rented to a new tenant, his answer was your account is canceled (sure after he took all my account information) he replied nothing you have to do or pay as your contract end this month, I asked him about the equipments he said it’s yours we don’t take it, He asked him to put him with the new tenant may sell him ADT system, they talk for a min, new tenant didn’t like prices. I continue with customer service All was good Conversation took like 5 minutes. Last month started to receive emails & calls from ADT for due bills over $800. I had called and emailed letting them knows that account was canceled, I spoke many times lately with a supervisor. Keeps you waiting long time Several times to say on October 15th 2019 that you didn’t provide the account number we couldn’t cancel your account, sorry nothing we can do you have to pay your bills. I asked listen to the phone conversation with the customer service was made on Oct 15 he got all account information. They careless what customer says. They only want to take the money. I advise you not to deal with ADT it’s loss of time & money