This company is a pain

Every single interaction with this company is a hugely stressful event. They transform simple things like replacing a battery of your alarm system into something that takes multiple phone calls, messages across a whole month - and yes, you have to skip work or work from home while waiting for the technician that always "'calls in sick"' and never shows up. AVOID AT ALL COSTS --------------------------------- EDIT after ADT reply: After your reply, I just got another call saying the technician will be delayed again (second time this morning). I won't waste my time sending you an email because I have no hope that our relationship would improve. I mean, why would it? If I was having a single problem, then yes, you could probably do something about it. But it's not the first time I have a problem, not the second, not the third... basically every interaction I had with you was bad. It means there is something very big and wrong going on in your messy company. It's not my opinion, people I know that are ADT clients also complain. Also, how would you fix the problem of the technician not showing up to replace a battery? Are you going to fix traffic for the only technician available to visit me (because that's the last excuse they gave me)? Are you going to reimburse me for the salary I'm not getting because I can't work? Are you going to call my boss and tell them that yes, you screwed things up again and that's why I need to waste another morning?

I did not have any issues with this…

I did not have any issues with this company at first until I tried cancelling it and they gave me a really hard time took me about 5 representatives just to cancel. I spoke with a nice lady she worked with me and said I was not supposed to get charged for the next month. I check my bank account and I got charged the automatic payment I was LIVID.I called again spoke with someone they couldn't even tell me the person I spoke with last and I asked where I can write a review and he said he did not know and he goes "why you want to complain about us"super unprofessional. If you cannot have decent customer service don't be suprised that there will be a bad review. I really wish I could say positive things but the guy was not helpful at all and maybe he should get properly trained before he takes calls.

Stay away

I had an issue with one of my sensors of movement and tried to arrange a visit with an engineer. I tried three times, nobody showed up. Eventually they closed the request without me knowing. I filed a complaint, no answer. I sent two reminders, no answer. My last resort is the ombudsman. Please do yourself a favour, stay away. They'll gladly take your monthly payments, but that's the only thing they'll do for you.

Terrible customer service

I have two homes with ADT, and have been a customer for over 20 years. I purchased 4 security cameras for my second home and have had connectivity issues for 4 years. I've had to go for long periods without any working security cameras, since this is a vacation home and we are not always there. We also had a break in to a vehicle in our driveway while the ADT camera located 6 feet away was offline. ADT has serviced the cameras over 10 times to try and resolve the issue, replacing the cameras on two separate occasions. The last tech finally confirmed the problem would continue, and I currently do not have camera security while away from my home. I have over 8 documented conversations with ADT over the past month, requesting reimbursement for the cameras, but wishing to continue my service plans as the rest of the system works well. I always get polite reps on the phone, but no one ever calls me back. I finally called and requested my service be cancelled, because the last ADT rep I spoke with said this would get their attention. The rep I spoke with today offered me a new system, which he acknowledged may or may not fix the camera connectivity issue, but I had to agree to a 2 year contract, which I will not do. He was the only ADT rep who has been rude and sarcastic while speaking to me. That was the final straw. Sadly, ADT doesn't get it. I need cameras that work, and would have remained a customer if they would have just honored that and reimbursed me for my cameras, or provided me with the updated system without forcing me to agree to another 2 years. The Nest camera in my home works great and has never had connectivity issues. I didn't want the hassle of changing security companies, but will now be going with Nest, Abode or Simplisafe with much lower monthly fees. Bye ADT. Mostly, I can't believe the way you ignored repeated phone calls with a documented problem from a long term customer who is paying you two monthly bills. Sad.

Shady Business Practices

They use a third party to go door to door selling the product and signing you up, so they aren't responsible for what said third party tells you in their pitch! We were told by the salesman that ADT could easily freeze our service for a year or so while we temporarily moved overseas. So, we signed up. Then when we moved and contacted ADT, they said that's not an option. They did give us a two month break on our bill, but we still had to pay the other 10 months. The whole situation was very frustrating and we felt we had been taken advantage of and lied to by the third party salesman, just to get the sale.

Still no action after my review of 19th…

Still no action after my review of 19th November. Just an acknowledgement on this site to give the impression of doing something. More calls made to no avail. Shocking service. No wonder 73% of reviews are 'bad'. Steven Berry

I have had to contact ADT a few times…

I have had to contact ADT a few times for issues that came up with my service. Each time, I received poor customer service (attitude, rudeness, mocking, raising voice, showing little to no concern). When I reported a broken sensor, they sent me glue and told me to use the glue. When I told them it did not work, they told me to buy double sided tape and tape it back on. When that did not work, I called to cancel my services as the customer services was appalling and awful. And what did they say, "if you cancel before 24 months, you will be charged 75% of the remaining balance, with no continuing service." I could not believe it. We pay monthly and when their products break, they send you cheap glue and still try to take your money for trying to leave. WOW. I am absolutely disgusted with this company.

Horrible horrible horrible experience

Horrible horrible horrible experience I absolutely loathe ADT and will never use them again. I had IN WRITING an agreement saying we could end our service early (27 months) after being hesitant to sign up with them to begin with, knowing we'd be living somewhere short term. The associate and the supervisor assured me we could do this and they'd waive any early cancellation fees. We were completely up front abut our timing and concerns and they told me they wanted the business and they'd honor our timing. I got an email in writing. Fast forward and we have moved 6 months ago, and we are still getting charged. I have now spent probably 10 hours calling ``````````````ADT, talking to every supervisor out there, and no one will do anything about our agreement. They said they'd send us to collections if we stopped paying. Well, we sold the house months ago, are still getting charged, have an email from the supervisor saying we could cancel, and they're just ignoring it. COMPLETE BAIT AND SWITCH. HORRIBLE CUSTOMER SERVICE. I WILL NEVER USE AGAIN EVER.

Unbelievable lengths you will go to

I will certainly give ADT the award for persistence. This morning I received an email from them saying “Looks like the system installed at ( my address) is communicating with ADT!” This is truly amazing as it has sat in a box for 4 days every battery removed ready to be taken for recycling. I’m sure they will charge me for this service.

You are like scams

You are like scams. I receive your calls more than my total number of calls everyday. So annoying.

Goodbye ADT ..How long did it take for you to forget what customer service is?

I have been with ADT for four years. During that time they have pushed up the monitoring fees without any consultation with me. The end of the line for me came when I got an email telling me that I would have to pay an extra fee for the next 36 months for cell phone improvements.I’m sorry but when my cell phone is beyond its use by date I have to buy a new cell phone. I don’t have anyone I can charge an extra $2.47 a month for 3 years. This would have put my monthly costs up to $72 for monitoring. I don’t need to worry about my house getting robbed ADT are doing a great job without getting on property. So I cancelled!! I have to say ADT’s reaction was one of shock. “I will give you monitoring for $60 for a three year contract” “No Thanks I’ve decided to use someone else” Later that day a call from ADT. “I’m prepared to offer you monitoring at a much lower cost” “Not interested thank you. Please confirm you have cancelled this?” Click Later another call “we will monitor for $9.99 for a year” “Sorry you should have thought about that before adding all these extra charges I’ve bought a new system”. “We have been around for 148 years..” “You act like you have with some lessons on customer service from D???$TV. I have made an agreement with someone else” You had your chance to change but an extra charge over three years to pay for your cell upgrades .. sorry that’s down to you! I’m done. I can’t believe ADT just called again.. No thank you’t hard to understand is it? I guess they didn’t learn from their 148 years in the service industry that the customers is always right? Please don’t call me again unless your name is Jim DeVries and you are calling from your cellphone

I would rate them a 0 if I could

I would rate them a 0 if I could. Sales reps straight up lied about conditions in contract. When we called customer service, they basically admitted that’s what happened but that we can’t prove it, so according to them, “oh well”.

This company does a poor job at…

This company does a poor job at explaining costs. I went from 99.00 to 500.00 then has the nerve not even 30 days later to charge me an additional 68.00 . I am very disappointed with this type of foolishness. Do not trust these individuals!

I cancelled services before…

I cancelled services before installation for a later date and was told by a manager that no money would be charged unless installation was actually done... the day after cancelled they still drafted over 100 dollars from my account. Could not tell me why and still haven't returned my money.... this left a really bad taste and will not be using them again

FIRST IT DESERVES 0 STARS THIS IS AN…

FIRST IT DESERVES 0 STARS THIS IS AN INCOMPETENT COMPANY I HAD SOME GUY COME TO MY HOUSE TRYING TO SELL ME THIS SERVICE RECENTLY SINCE WHEN DO WE DO DOOR TO DOOR SERVICE BEWARE PEOPLE. THIS NUT WAS GOOD MADE AN APPT FOR INSTALLATION BUT IT WILL NOT HAPPEN IF THEY SHOW UP ON MY DOOR STEP THE COPS WILL BE HERE. THIS COMPANY IS AWFUL. STAY AWAY EVERYONE!!!!!! RUN AS FAST AS YOU CAN. THE OTHER REVIEWS ON HERE ARE CORRECT OUT RIGHT FRAUD!!! OH AND THAT SALES GUY HIS NAME IS MARK DO NOT LET HIM IN.!!! IN LOUISVILLE KY.

Criminals theft, fraud

If I could give Zero stars I would. I just sent an hour canceling service that I never wanted and over and over and they still had me set up with in stall date. I had to ask for Customer Service in the corporate office to force them to cancel and remove me from any future calls, they also charged my acount without my authorization $129 and they refuse to give me my money back. They said I need to provide them proof of the charge and they are the ones who sent me the invoice.

Had ADT home security installed June…Terrible experience.

Had ADT home security installed June 2019. Installers were professional, but tried to provide items beyond the agreed sale. Sales offered a free camera but failed to tell us about the expensive monthly service fee. Monthly bill was supposed to be about $45 but has been about $55. Have had to call in every month for an adjustment. ADT representatives have been condescending and rude. Will never have ADT in another home.

RUN!!!

RUN!!! Unbelievably awful customer service! In the beginning everything seems awesome, they are very helpful and responsive so you choose to go with them. Until you run into your first issues, which you will very quickly, then the blame game and I don't knows begin. They basically do their best to frustrate the customer so much that they give up on the issue! Awesome customer service strategy guys! If you stick with it and call and call and call you will eventually get someone to help you but by then is all the time and headache you spent really worth it!?! We purchased this system for our business location and had issues right from the start. After the install began our area rep bailed on us and left us with ADT trying to charge us $2000 more for equipment he threw in for free to sweeten the deal. Fun story, ADT has no idea what goes on in the field, the rep doesn't really update them and even when ADT tried to get in contact with him to confirm what we were saying, he basically ghosted them as well. They did end up fixing the issue after 3 weeks and about 15 phone calls. Then the monthly billing issue began. They started over charging us in our monthly billing in what we were guessing was a round about way to make back the money for the equipment they had just agreed to include because of all of the hassle. Another 2 weeks and 10 phone calls later, we finally got that corrected. Fast forward about 5 months, our alarm was triggered and 1am and they called to ask if we wanted police sent, we said yes. They called back to tell us they wouldn't and it wasn't their fault because a permit was never filed. WHAT PERMIT!?! The one your rep should have told you about and set up in the beginning! You mean the rep that bailed on us! So in all of the previous phone calls we had made, in all the complaints made about the rep, after talking to many higher ups, not a single person ever informed us that we didn't have a permit registered 5 months ago knowing our rep had bailed on us. Now for the past 2 nights we have since it happened we are getting calls between 1230-130am letting us know we should have the system checked after the recent incident. Thanks ADT for waking us up in a panic 3 nights in a row and when we call to complain and get it fixed, commence the I don't know why's and blaming everyone else instead of just fixing the problem. Way to take responsibility and and care of your clients ADT, here goes another few weeks of calls and complaints again I'm sure to get this issue fixed now as well. RUN! This company is dishonest and has no loyalty to it's customers in any department, sales rep, billing, customer service lines and half of management! But your stuck for awhile once you sign up with a contract and I'm pretty sure that's what they count on!

Read the fine print, they will screw you.

Had ADT, technically still have. Just a heads up anyone considering ADT, they make you sign a 3 year agreement. At no point do they tell you that you are signing a 3-year agreement. It would seem important to mention. If you sign a 3-year contract and want to move at any point during that contract in 3 years and install ADT in the new place, the 3 years resets. The contracts are address based. If you want to get out of the contract you have to pay 75% of the contract. So I still have 21 months of a contract I had no idea I was in, to get out I have to pay $783. Really frustrating. Again the sales people, or at least mine, do not mention the 3 year commitment. I called their customer service team and they acknowledged that the sales people do not have to mention it, it's on you to read the fine print. I'm paying the lump sum because apparently they auto-renew you at some point unless you nail the timing. There are reports of having to send in a written not by mail. ADT is a nightmare, way too expensive, and not great.

So tired of being taken advantage of by…

So tired of being taken advantage of by all of these so called service companies. I had just gone through a very poor experience with AT&T and decided to drop our land line because of the lack of service there. We needed a new home security system that would work wireless. Did my homework with consumer reports etc. ADT was ranked first. When I made my initial call and follow-up calls I was very gun shy. Asked a lot of questions and reconfirmed answers. Spoke with multiple agents because I did not want any surprise expenses. Regardless, still got burned and desperately needed the system due to our schedules and travel. I was between a hard place and a rock and unfortunately, they new it. SCAMMED again! Don't trust this company. Make sure you read all the fine print word for word because they will stick it to you. Totally disgusted! Should have never changed services.

Service cancellation cant be done.

System supposed to be cancelled as I requested months ago. Then I called to confirm no more charges and guess what, customer service start offering different products. I said that in this call they need to cancelled and it was final, it took like an hour, but the call was completed and the service rep told me to wait for the last bill and there might be a credit nothing to cover and that they apologized, finish call. Yesterday some Gary from ADT called saying that I have a debt of $95 and the cancellation can’t be process until the debt is paid in full. Because of the confusion I got, I asked him what month cancellation are you making reference of, and he told me that he can see in the system that in the last call I hung up and the cancellation wasn’t effective. I asked him for a revision of the recording call of last time and his answer was: “I’m not gonna do that, we are not going to do that”, I said, that’s what I wanted to hear. This look to me like thief’s. Beware, there are another companies offering same and even better service that ADT with no need to stole from their clients. Mrs. Culpeper

BAD CUSTOMER SERVICE

On September 2nd, 2019 I called to disconnect the ADT security system immediately since I sold my home on August 23rd, 2019.Sales rep. started selling their products to keep me. And I informed her again that "I got Simplisafe for my new residence. I DON'T need ADT anymore". Then she informed me that I have to pay for another month according to contact. Although, I was not in any contract. I wanted to talk to a supervisor. I was informed by the representative, "supervisor is not available and he will call me back within 48 hours. At the same time, she confirmed to me that she canceled the service. I will receive an email confirmation. I NEVER RECEIVED ANY CANCELLATION CONFIRMATION. NEITHER SUPERVISOR CALLED ME. On October 23rd, I received another bill. They did not disconnect the service and billed me. I called them and they were just transferring me here and there. Someone came on the line and informed me as a supervisor. I explained the same situation for the 3rd time. She put me on hold for 30 mins and then hang up. I called them back to disconnect. It's unbelievable, how this ADT wants to keep people and take their money. All they care about money. ......NEVER RECOMMEND TO ANYONE. I WILL ALWAYS SHARE THIS STORY TO EVERYONE WHOEVER WANTS TO SWITCH ADT. BAD COMPANY.

Misleading and completely wrong sales information

We were sold a system (and $2137.74 in add-ons) with the understanding that they would relocate us given a potential move, not the case at all. On January 19, 2019 we were approached by what we thought was an ADT representative at our new house, that we had just purchased in Wylie, TX. The representative was not ADT, rather representing Revamped Security Solutions, which was not made obvious. We enlisted them to install the promotion system at the time for $99 +tax. ($107.17) We also took the opportunity to install many optional components at an addition cost of $2137.74, including addition keypads, 4 cameras, doorbell camera, 2 door locks, 2 Garage door monitors/automated, 2 remote keyfobs, 4 smoke alarms and a couple addition smart bulbs and z-wave extender to give us adequate mesh coverage. When signing up to this deal, we were made aware that there would be a monthly charge of $64.99 over 36 months. We also made the salesperson abundantly aware that we would have a potential relocation to the Cincinnati area withing the next year (12 months). He then stated that would not be a problem as there is a relocation process and we could take all of the "add-ons" with us and get a new base system installed at our new place. Well, fast forward to October, 2019 and the relocation is definite with a move-out of 10/24/2019 and come to find out, none of that was true. After speaking with ADT, whom bought the contract, none of the equipment would even be relocatable with a new system of theirs at the destination. On top of that, it really is not a "relocation." It is rather, a cancellation of the current contract which then requires a billing of 75% of the remaining contract ($64.99 * 27 months * 75% = $1316.05). That cancellation fee is owed and ONLY gets waived if/when we would setup a new system (at our expense) and incur a brand new contract (resetting the date/duration) at the new location. This is basically, completely opposite of what we were told/sold. It is no wonder that Justin G., our sales associate no longer works for Revamped. And, once the system was installed, it was very problematic from time-to-time. Several visits from Revamped and ADT technicians to resolve problems and replace/add hardware to stabilize the system was necessary. Several online, interactive, troubleshooting sessions were necessary to get cameras back online, and get parts of the system (alarm and automation) behaving and operating normally. So, at this time, we have ~$2250 in alarm/automation system installed that is basically worthless to us moving forward. Revamped has *NO PRESENCE* in Cincinnati, Ohio where we are moving, so they can do nothing about the relocation, at all. We are also on the hook for ~ $1300 in cancellation fees. Shame on Revamped for allowing misleading sales practices from their associates. Also, shame on ADT (my next stop with BBB) for allowing these practices from their 3rd party vendors. At this point, I am currently getting the finger-pointing game and getting bounced around from ADT customer service, Revamped Customer Service, ADT relocation department and random supervisors here and there.

This company has been overcharging me…

This company has been overcharging me by OVER twice my monthly amount since May. I'm supposed to be paying 31.63 each month, but they are charging me an extra 41.40 for a total of 73.03 each month. They now owe me over 160.00. I call each month and explain that they are over charging me, they tell me they have fixed their error and each month they continue to charge me 73.03. DO NOT USE THIS COMPANY.

moving rip-off

I am moving and they require 30 days notice. So, I get to pay them for a couple of weeks where I get no benefit. My cost is $27.21. ADT’s cost is I will never use them again including not in my new house, I will cancel them in my business as well, I will tell everyone I know and don’t know what a bad company ADT is. To senior management, imagine if you didn’t charge me $27.21 for services I will not receive, you would have still had my business in my new home, no social media comments, and my business would still be using ADT. That has got to be the worst ROI on $27.21 imaginable. Congratulations.