Ignored

I contacted ADT because my thermostat control was not working after two failed attempts from installers I requested a call from service manager. The second time the installer came all but one of my cameras stopped working and alarm would trigger with no response from ADT.After 2 weeks with no call back from service manager I contacted customer service 2 times over 10 days requesting to speak to a manager. I was told 48 hrs but never received a call back. Finally I called ADT and requested to speak to a manager immediately, I was put on hold for 20 min and told that the manager could not help me and would not take my call. I insisted and was put on hold again for 20 min and once again was told that the manager refused to talk to me, and is emailing another manager to call me back. (The same department that did not call 2 weeks earlier). During this two weeks I had 2 thefts off my property. Frustrated that no managers would listen to my issues I tried cancelling my account only to be told I'm on contract and they will not release me unless I pay even though my service isn't working properly and the company ignores me and refuses to listen to my concerns. A complete nightmare! I have wasted so much time talking in circles with customer service agents with management refusing to address my situation and the company holding me hostage with the contract.

ADT.....is thee worst company ever in…

ADT.....is thee worst company ever in my 50+ years that I have ever dealt with. They responded with my complaint with please call us and we will resolve your problem. I did and they offered absolutely nothing for their horrible service and incompetence. Instead asked if wanted to pay off a settlement fee. I said NO. Well today after charging me another months fee they decide to take upon themselves to execute the buyout without my consent. ABSOLUTELY HORRIBLE AND THEE WORST EVER! YOU ARE A DISGUSTING EXCUSE FOR A COMPANY!

HORRIBLE! Still waiting on refund months later!!!

We had the ADT system installed by SafeStreets- after 2 days, we decided to cancel as we did not like the 3-year contract. After canceling, I heard nothing for weeks- I reached out again and they had given me the wrong email address to send my cancellation letter to. They said they would honor my cancellation within the 3 day period because it was their fault that they had told me the wrong email. After the system was taken from my home, I called again to see when I would get my refund ($397.74)- the woman on the phone told me that I would have to pay thousands of dollars because I had canceled my contract. I explained to her that I canceled within the 3 day grace period and SafeStreets had given me the wrong email to cancel. She said she could NOT help me with my refund and that if Safe Streets did not cancel my account correctly- I would owe thousands of dollars to ADT. I was extremely frustrated and talked to 4 different people at Safe Streets and ADT on that day to figure out where the miscommunication was. Finally, I was told that my account had been cleared out correctly and I was to talk to ADT about my refund. I called ADT and they told me that my refund would be issued after the New Year on the 7th of January- which at that time was a month away. I waited until 1/7/2020 which was the date I was told my refund would be issued. To my surprise when 1/7/2020 came, they CHARGED ME AGAIN for ANOTHER MONTH OF SERVICE!!!! I could not believe that not only did I NOT receive my refund but I was charged for another month of service when I hadn't had the system in my home for over a month! I called ADT to figure out why I was charged AGAIN and why I had not received my refund. After being transferred twice and on hold for 15-20 minutes, he told me my account was not completed canceled out previously and said it would take another 15-20 business days to get my refund which is now another $55.50 more than the almost $400 previously owed to me. I am so disgusted with the awful communication with Safe Streets and ADT. How in the world is it OK to take money from my bank accounts when I was over a month ago that my account was completed closed out- and I had spoken to 4 people in ONE phone conversation making sure my account was closed correctly. I guess I will check back in 15-20 business days to make sure I was refunded properly and for the correct amount. The frustration and the hours I have spent trying to get my money back are not worth the home security AT ALL! I would rather buy a RING system and set it up myself for the hundreds of dollars that I have YET TO BE REIMBURSED FOR!

Finally today 1/6/20 my alarm system…

Finally today 1/6/20 my alarm system was completed since 11/22/19 I have gone to countless calls,4 technicians,6 reschedules, tricks,lyes and a few supervisors...Customers shouldn’t have to go thru this type of situation!!!

Keypad throwing an error code horrible customer service.

Keypad throwing an error code, so I called to set up a tech visit. After first the automated system wouldn’t pass me through to a live person, I hung up and called back. This time I was passed to a live person, and I explained what was going on. After being on hold for her to verify or whatever, she transfers me to another department, five or so more minutes of being on hold. Then the person who answers is asking me everything I just told the first person, and she admitted she knew nothing about why I was calling. After explaining myself again, I was again placed on hold, and after 10 minutes nobody came back on the line so I hung up. All I was trying to do was schedule a tech visit. Why is this so hard? ADT YOUR SERVICE SUCKS! I will try again tomorrow maybe will have better luck.

COMPANY FROM HELL!!

COMPANY FROM HELL!! Unbelievable I’m still here waiting from this outrageous company to finish installation..today I had a final appointment to get the second key remote control and they were supposed to show to my house between 11:00 am to 3:00 pm and it’s 3:35 no a soul has show up or call so I decided to call them and the answer was after being on hold for the longest “ we cannot get in touch with the technician or the manager “ you either wait or reschedule...never in my life have I encountered a place like this, my next step it’s contacting consumers affairs because this is really unfair to customers oh by the way I got my first bill statement $&@^*#%!!!!

Never been lied to like this. Horrible Customer Service.

My panic alarm has went off twice with ADT and cost me both times. First time I was on vacation and told ADT if anything happens call this number and not the police. Nope they call the police for a false panic alarm went off. I had to pay for it with not financial support from ADT. I was still under contract so I let it go. It happened again 2 years later. I called ADT on 7/7/2019 to cancel services due to panic false alarm fee from City of Houston. I spoke with rep from cancellation department who pushed to have an ADT Tech confirm system is functional and didn't caused the error. I said okay. After Tech reviewed system, I called ADT back and said I'm ready to cancel the Tech came out. The rep name TR in cancellation department advised Tech found error and they will refund. I repeatedly asked if she was sure. She said I got my Manager's approval and you will be refunded guaranteed. I stressed I cannot afford both ADT bill and this fee. This is the second time the system did a panic alarm without me doing anything. I can't keep affording this fee. She promised I would be refunded. She signed me up for a new 3 year contract as well. I agreed then. I knew they would make way more in 3 years from me then this bill from the city. I was told to email supporting docs to amscresicancels. The refund was for $358.21. I emailed them on 08/7/2019. I never got a response. I keep calling in and was told 60 days. Then finally on 10/23/2019, I was told docs were not received and they have to resubmit the request. I told them I can't afford both. Cancellation rep Ahorne told me to email her the the docs. She reviewed everything and said yes you are going to get a refund. My supervisor just signed off on it and it will be in your account in 5 business days. I said great because I really need my money back. After 5 days, no refund. I call back and said whats going on they said oh it takes 60 days for the refund to be approved. I said it was already approved. They said it has to go through False Alarm Research department and they process the refund. It takes 60 days. I was mad because I am financially hurting from a promise from their company that they are not honoring. After continually being put off for my refund I waited. Now I received a letter from False Alarm department denying the refund that was guaranteed to me back in 7/7/2019. A refund that was promised to me for more than 120 days was never really approved. I was lied to by numerous reps and I am out an extra $257.79. I spoke to a Supervisor who told me I am just out of all that money. There is nothing they can do. I just cancelled my contract, so as not to be out of anymore money. I asked if there is a fee for cancelling and the sup advised no there is not. I am scared they will send me a crazy bill later and try to get me for more money that I don't have.

Very Negative Experience

We have been experiencing problems with our system for over a month. A faulty CO monitor in our system was supposedly the cause. We replaced the batteries. Problem persisted. We were advised over the phone to reset the system - removed batteries from all monitors, etc. numerous times. The fault would recur within a day or 2. Without fail, the system would start beeping in the middle of the night. Including Thanksgiving and Christmas Eve. After a few calls ADT sent a representative to the house. He did nothing other than advise we would need new monitors (that was why we set up the service call in the first place...) and would also need to replace the keypad as the system was out of date. That service appt was a total waste of time. The system is 2 years old. It cost $5000 to install and we pay $60 a month. The replacement CO monitors are not available for 2 weeks. So we have now been forced to take the entire system off line. Multiple calls to ADT have been made. Very helpful customer service reps have advised that they have contacted the ADT local office to expedite and to expect a call from them. No call received as of yet. As an aside, i am fairly sure ADT has plenty of these available for new installs... Shockingly there’s been zero follow up. Zero offer to do anything to make up for our time spent on the issue or to make us feel good about this company. We have another house with a Ring. It works great. Customer service is super responsive. And it is $10 a month for professional monitoring. The ADT model is all about getting folks on board and creating an income stream.

Buyer Beware

Buyer Beware! Canceling service with ADT takes longer than getting the darn thing installed. Their business model is the outdated style similar to that of Time Share Sales. They do all they can to convince the customer that they are worth 5x the cost of their nearest competitor and when that fails, they tell you they've got to transfer you to someone else who does the very same thing. Nothing but high pressure sales from someone reading off a script. Cost is high - Service is nonexistent. Using SimpliSafe now...safe, affordable and customer focused.

BE AWARE OF ADT SECURITY!

BE AWARE OF ADT SECURITY! I cancelled my ADT security on December 2nd as I went with a new system, Ring. I had automatic withdraw from my checking account and when I check my account today I noticed a withdraw from ADT. I contact the company as was told that even though I cancelled my service, they continue to monitor my system for an additional 30 days at my expense. I informed them that I did not agree to these terms and that I would like a refund. I was informed that this is their policy and that they are not able to provide a refund. ADT is a ripoff company that charges you for services that you do not request. Think about how much extra revenue they are generating by charging people for a extra month of service that they did not authorize. DO NOT USE THIS COMPANY!!!!!

ADT has the worst customer service I…

ADT has the worst customer service I have ever experienced. I payed 2000 for their FREE set up and a payment every month. You would think you should get good service. My camera is not working which defeats the whole purpose of this system. They can not fix the problem on the phn so now they want to charge me $200 to send a tech to fix their system not protecting my family. Such bs... when you call you get rude ghetto people on the phn , very unprofessional. Queen was extremely rood and hung up on me just before they closed when I called back. Please do not purchase adt you Will Regret It!!!!!

Just called to cancel my service and…

Just called to cancel my service and was on the phone over an hour. The key fobs they provide you with won't even last a year. We will be now saving 55.00 a month that can be used for meds.

I was informed that I have a 36 month…

I was informed that I have a 36 month contract. If I cancel I have to pay $900 immediately. Never mind I haven't used it in 6 months or that I'm moving out of state. They are terrible. LOL, response was boiler plate. There was no real response. It was pathetic.

Awful and Incompetent

Awful, incompetent service. We have had nothing but problems with our service since installation seven months ago. Each technician tells us what the previous technician did wrong. We are under a contract with ADT for us to pay money and for them to provide a service. We have yet to receive the service for which we contracted. I would like a refund and cancellation of my contract.

Fine Print Contracts

We downgraded our Monitoring to Police and Fire only but ADT required another 2 year contract even though we had their full monitoring for over 10 years. Now the system continually malfunctions and we seem to require a technician every three or four days do fix one or another of the sensor. I would not recommend ADT to anyone and after our 2 year contract is up, we will cancel it and go to a Radio Shack type system that we install ourselves and monitor over the internet with our phones..

I have had ADT in my home since 2006.

I have had ADT in my home since 2006, and at my former business in the 80 til we closed our business in 2004. This morning 6:00 a.m. my monitor started beeping. I am having people in for dinner tonight, and ADT says I have to wait til tomorrow. I don’t even know how to open the monitor , nor do I get on a ladder, since I am 81 years of age. I need someone before 5 P.M. today to fix the issue. A company as big as ADT surely has more than one tech. for issue. Whatever has happened with good customer service in the USA? Please advise when I can get a technician today.Thank you. Phones: 618-398-1943 cell 618-977-5882

I wish I could rate them zero

I wish I could rate them zero. Horrible service. Never works. Twice a week communication failure. Non reliable. When ever their rep come they charge you. Worst customer service ever. Just waiting time and money.

***Worst HUSTLE, DECEITFUL sales experience ever.***

***Worst HUSTLE, DECEITFUL sales experience ever.*** If you want anything but a 1980's style keypad. ie. a modern flat screen style keypad you will have to pay an additional $400 for the keypad $300 for seperate keypad (back door) plus $300 setup fee plus instead of $27/mth monitoring you have to pay $59/mth. (rough numbers) Non of this was explained on the pre-sales call to get the appointment. I asked, but the sales process was clearly not transparent. ZERO transparency, just talk to sell the appointment, which they would not setup without a credit check. There was no discussion of additional equipment fees on the pre-sales call either. ONLY when the technician arrives at your door do they hit you with all these extra equipment costs and equipment options. In my case I have a newly built home, which will be smart tech fitted and therefore I do not need cameras etc BUT I do want the modern keypad. I am NOT prepared to pay an additional $400 + $300 setup + $30/mth for a keypad, which probably costs $50 from China. PLUS they had to run my credit to see if I am good for $27/mth. Now my credit score will be hit by 5 points. BEWARE. They are NOT TRANSPARENT. And BTW I spoke to Jessie the techs Manager over the above issues. He was rude plus I spoke to Heather Green ID 6899 their Customer Relations Manager who actually put the phone down on me. Time spent 1hr on sales call + 2hrs 30mins with tech. Over 3.5hrs wasted experience. ADT seriously you might be famous for your monitoring, but your sales process, equipment options and sales hustle is so 80's.

ADT IS THE WORST COMPANY I HAVE EVER…

ADT IS THE WORST COMPANY I HAVE EVER HAD THE DISPLEASURE OF DEALING WITH FROM START TO NOW THE WHOLE PROCESS HAS BEEN TERRIBLE SAVE YOURSELF THE AGONY AND FRUSTRATION. Lets start at the beginning I had a home I wanted the extra security thought I would call ADT name recognition. High pressure sales from the start took 4 hours finally compromised on his upsell just to get him to leave. Then the continual false alarms daily then the service call to correct the poor install then the charge to fix their problem which didn't work then the giving up completely and stopped trying to arm it at all. Then the call for attempted cancellation of contract after 2 hours on hold I gave up. then frustration from paying on the dead horse and another attempt to cancel which I had my office mgr do which seemed to be successful surprise was told they would cancel my contract nope 1 mo good then boom charges started again the next month another call more frustration told me I could pay 555 some odd $ to term contract. After paying the last approx. 8 mo. of non use. DO NOT EVER USE THEM!

WORSE ALARM COMPANY!!!

WORSE ALARM COMPANY!!! After I manage to speak to two supervisors the best they can tell me it’s that they’re going to reschedule to send another technician to complete the job the first one intentionally didn’t finish...Future customers don’t believe a word they tell you or thrust ADT THE ARE VERY DISHONEST!!! For example when they scroll their eye pad up and down and tell you everything I’m telling you is written here just sign DO NOT SIGN..also if the technician tells you ..you got 30 days to make up your mind it’s a lie you only got 3 days also the contract after 3 years renew by itself and if you haven’t tell them beforehand that you don’t want them it might get renewed for up to 5 years something they haven’t tell you!!! *worst customer service *worse technician * scam you and Not truthful My mission for these 3 years is going to make my family, friends and everyone around me aware of this AWFUL COMPANY!

DO NOT FALL FOR ADT ITS A TRAP!!!

DO NOT FALL FOR ADT ITS A TRAP!!! So happy with my new house and decided to get ADT well the guy that was send to my house” Chris “ couldn’t complete the installation because we didn’t have internet to get the $27.99 service according to Chris it can be hooked up thru it and he said several time don’t worry you guys are mine for 30 days I’ll be back and told me the day that he’ll be back here at 1:00pm well that day came and it’s 7:00 pm and he never showed up and every time I try to call him it went to voice mail so I decided to call ADT after a few attempts finally a person explained that he was from a 3rd party which I didn’t even knew bc I called Adt and they should be responsible for whoever comes to peoples homes....but that is not all this person didn’t even had a yard sign or decals for the windows also the offer was with two keychains remotes and he only game one and said the other one cost was over a hundred dollars when I said I wanted to cancel they said I have to pay over 1,200.00 I feel robbed!!!

I was lied to from the beginning

I was lied to from the beginning! I was told they would move my system for free since I purchased adt pulse. That was a complete lie! I had to buy the whole service all over again or cancel and pay the remainder of the balance ($712.00). I decided to buy the equipment all over again and scheduled an appointment for them to come to my new house and have it installed. They said the adt service tech would be here between 8-12pm, he showed up at 1:30pm. He tells me I have not got enough cell phone service to have their system and I would need to purchase a land line (more money). Before the tech leaves he says his manager will contact me before the end of the day. 3 days go bye and no call from the manager. I call adt and let them know what happened and they said “buy a land line and we can hook up your home alarm”. I told them I didn’t want to add another monthly bill. They said I will need to pay the balance in full and have it canceled then. At this point I’m just over the whole thing and tell them to send me a bill and not to bill my credit card. Ruth from adt said no problem. One week later, I get a charge on my credit card from adt 😡. $712.00 Take it from me, do not buy this service! I had nothing but issues with the window sensors falsely going off because of low battery. Battery would last a month at the most. They sent a tech out to replace the sensors and the only thing he did was replace the batteries and then charged me $25 for something I’ve been doing for the 8 months. Those batteries aren’t cheap! Terrible service! You have been warned! Donald Jefferson

Refuse to cancel my credit card draft

I have been an ADT customer for 5 years. I have their system in my home and pay them a monthly fee to monitor it. I notice that the new systems they are putting in include cameras. I would like this feature. I contacted them to inquire about the cost of upgrading to a system that would include one or two cameras. They gave me an estimate of nearly $1,000. (for the system they claim to be putting in free for new customers.) I decided the cameras were NOT worth that kind of expense. My alarm system works perfectly and I have no complaints about it. It has gone off in the past and we have gotten the customary call from the monitoring center to confirm everything was all right. Until recently when the alarm went off in the middle of the night do to a loud noise tripping the glass break sensor. We never got a call. I got to wondering why. So I set off the alarm on purpose and waited. NO Call. I contacted ADT. The assured me that I was mistaken and that what happened was not possible. I was not reassured. So I decided to cancel my monitoring service. (why pay for something that does not work) I called the 1800 number. was transferred to the accounts number. Then after waiting on hold for a while, I was cut off. Called back. The same thing happened. on my 3rd call, the nice lady told me that the accounts office was closed because it was the Tuesday before Thanksgiving. I waited until after the holiday and tried again. That Monday morning I called. When they began to transfer me, I explained that I had already been cut off twice. They gave me the direct number in case that happened again then transferred me. I waited on hold for about 15 minutes and then was cut off again. I called the direct number back. I waited on hold for a while. The recording telling me how "important my call was to them" and "how many homes have been broken into while I sat on hold" nearly drove me insane! Finally, I got an agent. They were very polite and listen to my desire to stop the monitoring service. They expressed how sorry they were that I was disconnecting the service and tried to talk me into staying with ADT. I was very clear I just wanted to cancel. Finally, I was told that they could help me with that. I was placed on HOLD ... AGAIN. This time I was so aggravated that I decided to set a stopwatch to see precisely who long I would be waiting on hold. I put the call on the speakerphone after 22 minutes. I went back to work as the same irritating ADT ad continued to play in the background. 4 HOURS later it was time for me to leave work. So I hung up. I called my credit card company and block ADT from drafting money again. I am concerned that they find a way to say I owe them money because I didn't cancel the service with them. But at this point, I don't know what else to do. By Saturday I had decided to file a complaint with the better business bureau. The form required a state and city for the company. I search the website for an address. None could be found. So I called ADT again. When I asked for the information they could not provide it. When they asked why I needed it I explained my story and asked the nice lady if she could help me. She said that that could only be done by the accounts department which was closed for the weekend. I asked if she could make a note of our conversation to document yet another attempt made by me to contact the company. I could hear the beep so I know they were recording the conversation so I asked if it could be saved to prove the time frame in which I have been trying to get this matter resolved. She said there was no way to do that. I will try again next Monday. But I will not spend hours (again) doing it. Perhaps when they try to get money from my credit card and are blocked they will try to contact me.

The worst company imaginable - avoid at all costs

ADT are the worst company I have ever dealt with in my entire life. Their team who man the phones are completely incompetent and give different, false information every time you have to speak to them. Due to a fault with the equipment we have had to wait in the house for days expecting an engineer. They tell you repeatedly that someone will be reaching you soon but then they never turn up, so you do the same thing day after day after day after day. I have never felt so stressed as I have done over the last few weeks. I despise ADT and wish I had never got an alarm system with them. I am counting down to the day the contract ends.

Due to faulty equipment delayed service… anxiety not security

Due to faulty equipment delayed service not informed of added fees to register with the police department when you can call for free! On the third day the living room sensor did not work on three months to four months into this nightmare of a contract they can make mistakes and not put correct notes and we are binded for 3 years only with the 3 day. On the 4th day equipment is broken you're with the Defenders for 3 months 6 months then ADT they're not consistent I was able to get credit for months that the equipment was faulty this was the worst experience more anxiety than safety I will never do this again three years of a nightmare I'm stuck