How I despise this company

How I despise this company. We have maintained their services since 2014 and at first we had no issues at all with them. I’d estimate that was for the first six years or so. I don’t know if it was purchased by another entity and the whole thing went straight down hill or what, but that’s sure what has happened! Things were great until they insisted on ‘updating’ the control panel. This had to do with their cellular system or something. Anyway, we have had MULTIPLE problems since then, ranging from compete inability to arm or disarm the system from the mobile app to error messages that were unsolvable to their cheap crap sensors literally coming detached in the middle of the night, causing the alarm to go off!!! We though someone broke in, all to find that the cheap plastic cover on one of the sensors had popped off because the tiny cheap crap piece that held it on had broken off of it’s own accord (which they want to charge $50 for for a replacement)!!! The cover literally must be worth 10 cents!!! And to try and get help through ‘customer service’ is an absolute nightmare. Not only will you be on the phone or online FOREVERRR, your chances of getting someone who can or will actually help you is slim to none. The absolute worst is the unbelievably unethical charges for cheap junk and subpar, less than knowledgeable ’techs’. Next house we will NOT be using ADT. Period.

ADT installed my security system…

ADT installed my security system incorrectly. After 100 days the system stopped responding, recording and monitoring my business. I called ADT to set up a repair/replacement. The service tech quoted me $800 to repair a system that I paid $1500 100 days prior. I asked to speak with a manager and the manager never called. I called customer service to resolve. To this day there is no resolution. DO NOT USE ADT FOR HOME OR BUSINESS

Is ADT Desperate?

ADT is repeatedly changing email addresses to keep spamming potential customers. I have blocked them repeatedly and yet continue to get incessant emails attempting to sell their security contracts. No reputable, successful company would need to use this annoying, infuriating practice. Beware!

I've moved several times and have been…

I've moved several times and have been a loyal customer with ADT. I'm moving again and I'm still paying on old equipment. I was told they would accommodate me and comp my new equipment when I move. When I spoke to someone else they said they would only provide a discount. These people will gladly take your money but not help you when you need to relocate. Tim Brennan was the agent I talked to and he was rude, unprofessional and he will talk over you. Terrible service.

ADT SUCKS AND LIES DON'T DEAL WITH…

ADT SUCKS AND LIES DON'T DEAL WITH THEM. THEY ARE MONEY HUNGRY. CUSTOMER SERVICE IS A SHAM

****ADT BEWARE!!!!Do Not Use Their Services

I changed internet providers. The woman Nicole tech support had me on the phone for over an hour walking me through reconnecting my video doorbell- She made it worse. Then she said it would be $159.00 for a “technician” to reconnect 3 cameras and the door bell plus labor. I did ask the woman couldn’t I just rename my network the same SSID as the previous one and Guess What! I reconnected 2 cameras but the doorbell was a no- go and the 3rd camera was unable to be added as I followed the GOOGLE Instructions but NICOLE advised I needed to climb up on a ladder to hit the 2nd story location of the RESET button on the camera! These people are beyond grimy and pure evil!

Scammers and dishonest people!

Please save your money and time and don’t sign with this company. As soon as you sign the agreement they stop answering your questions. I have been having billing issues from day one. They promised to give me 2 months free but never did. There is no an actual bill or statement, they force you to be setup on automatic payment. I have been to get out of my contract since the day I signed up with them. They are terrible and I don’t recommend them to anyone.

TRICKED INTO CONTRACT

They tricked me (very cunningly in fact) into signing a 36 month contract and are refusing to let me out. I see this has happened to many. I am investigating pursuing a class action. No one should have to deal with this kind of trickery and nonsense. This is ongoing for 6 months already and they all read from the same script about how they screw you.

This company is an absolute scam..

This company has horrible infrastructure. It maybe hard to not get frustrated but just know most any issue you have will take atleast 2-3 reps help due to being constantly transferred around. I had to pay the remained of contract after a quick unexpected moving situation and was told by one of their reps that I wouldn’t need to physically call to cancel after the contract ended and that I wouldn’t be fine. WRONG!! I was charged yet again the following month after my contract ended for an entire month and had to speak to 3 different people before they would cancel my service and was never given a straight answer about a refund or even any intention of it. I finally just decided to dispute it with my credit card company. STAY AWAY FROM ADT. You’re much better off with any other pay as you go service like simplysafe or even vivint. Lesson learned :(

Absolute ripoff

Absolute ripoff. Bait and switch. Lure you in with low product price and install....then pay dearly every month for 3 years. Zero customer service. Unqualified "techs" that cost 350 per visit to not fix problems. And that's after being on hold for 4 to 6 hours to talk to a human

Very unhappy with their post sales…

Very unhappy with their post sales service and their response time wasn't good, although it was a false alarm I might have been killed.

Sales department makes promises and don’t deliver

I had ADT come out to check my equipment on the house I just purchased. This appointment was just an equipment check. The sales department didn’t provide me a price for service but said it was negotiable and the tech would work with me and can offer me various discounts. This was not true at all. The technician upgraded the control panel to the latest model. I signed a contract for the panel. Apparently this was a contract for service and the technician didn’t explain this to me. I called billing to find out why I’m paying over $60 for sensors alone. They said a manager would call me. Still no call. I reached out to ADT Cares email address. They don’t do anything about it either. I was told that since I was not a customer yet, they don’t have the phone call when the sales department promised me discounts. They are complete frauds. Don’t believe a word they say. My sensors suck also. There’s a delay when the doors open. I get the app notification on my phone 30 seconds to a minute later.

I still have a REMAINING Floodlight camera to be installed.... CRICKETS

I still have a REMAINING Floodlight with camera to be installed and I was TOLD that I needed to have a junction box put on the house. I DID THAT and yet, the CSR told me she needed to CHARGE ME when this was PART of the original install which is NOT COMPLETED. I had this discussion with another senior representative who ENSURED me that I would NOT have to pay for this remaining install. I've called ADT several times, waited for hours to get NO RESPONSE. One rep told me she couldn't find the original Invoice anywhere in her system and that was a 35 min wait. I would speak, "hello? hello? Are you there..." only to have the call disconnect after 37 min. ARE YOU SERIOUS? Really? This isn't customer service being put on forget.... I DEMAND my install be completed. I'm NOT HAPPY and the dis-service I've received and get this, the second, tech who came over to CORRECT and FIX the problems of the initial installer was mortified at his inability to correctly install sensors. DISGUSTING. I've written the senior staff... here are All their emails and I got service when I swore using massive colorful metaphors. 'ashleydevries50 {at} yahoo dit cm'; 'a50bigcountry {at} aol dit cm'; 'jdevries {at} cs dit cm'; 'jqjdevries77 {at}cs dit cm'; 'pjdevrkies50 {at} cs dit cm'; 'jdevries{at} adt dit cm' This was my MOST recent email... Mr. Devries, and members of the senior management team of ADT. Happy New Year! So, I “finally” was able to get an external junction box installed on the side of my home last year. I’ve been on the phone today for over 2 hours. The first man I spoke to told me I have called the wrong number and told me I have an ADT+ account. Henceforth, he couldn’t help me. I finally was able to get to ADT+ and was told that there was high call volume and long wait times for the next several hours. I put it onto “call back” and pressed 1 and after 25 minutes, I get a call back. I spoke to a woman, who, could not find the authorization to install the final floodlight and camera. She went silent after 25 minutes. I said, hello? Many times. When she “was” on the phone, she could never find any authorization that I ever had for anything to be installed at my home, which, I might add, was installed but the final camera/floodlight needed to have a professionally installed junction box. That was done back in October by Ackerman Electric. After 34 minutes and saying “hello” many more times to no avail, the called finally dropped at the 37 minute mark. I called back and once again had to wait for a call back after 25 minutes. When the person answered and verified my account he couldn’t answer a simple question as to “can you have my final floodlight camera installed, yes or no?” Then he said, oh, you’re an ADT+ person and I have to transfer you. I’m on the call on hold, once again, for the past 12 minutes and counting. Why is this so difficult to make an appointment to get my final camera installed? Why? When I spoke to the gentleman called me after I originally wrote this email, he was very nice and told me that ADT was going to not charge me which makes sense as it’s part of my original contract and installation. Why would you ever charge me? It cost me 600+ dollars to have the outside junction box put in. So, I’m at 15 minutes and counting. Waiting at 20 minutes Waiting at 30 minutes Waiting at 45 minutes and had other calls and when they finally answered, I had to put them on hold and lost the ADT call. There’s got to be a better way instead of offshoring your tech support and customer service people. Real people with “extensive” knowledge and experience in customer service is what you need vice offshoring to cheap labor. Call me and let me help you… Please, please, please HELP ME ok? Regards, Pat Donovan. I wrote my ORIGINAL EMAIL dtd 9-10-2024...CRICKETS

Would do no stars if possible

Would do no stars if possible. Customers with this company for 10 years. They kept drafting our banking account multiple times a month. Called over and over to have this resolved. We were always assured that this would be resolved but it never was. Try and cancel and they toss you around from one person to another. Finally had to call my bank and cancel payment on my card. Don’t waste your time with this company because their customer service is nonexistent.

ADT customer service IS HORRIBLE when…

ADT customer service IS HORRIBLE when trying to cancel! I was customer of 8 years!! I called in November to cancel and I was notified that it would take 30 days for cancellation to take place, meaning I still have to pay another bill-- I said fine I will pay that and only that. I received the December bill and they went ahead and billed me for January. When I called for an explanation THEY APPARENTLY HAD ZERO RECORD of my cancellation. they credited me for the December bill and "cancelled" my services i asked them about 3 times to make sure I wasn't going to receive any surprise billing and both agents I spoke with (Billing & Account services) ASSURED ME that I would not receive another bill. I called after a few days to make sure my account was cancelled because I never received the cancellation email and surprise surprise I now have a $15 balance. Get it together ADT your account services people tell you what you want to hear to get you off the phone.

Quite possibly the worst company

First it took weeks for them to come out and try to fix our equipment. So we were charged our normal monthly bill for something that wasn’t even working for weeks. Then they ignored the directions we gave them (the number to call before coming out and the time we would be there) and then got mad at US when we weren’t there. Also, We were scammed into a deal last summer and not told we would be locked into a years long contract after the deal was done. When we went to cancel our service one person told us it would be $450 and another told us $1000. Make it make sense. You can bet we will make sure everyone we know knows how awful this company is and not to use them and we will never use them again.

Overpriced & Scammed

Their agent used fear to pressure and told outright lies to my wife to sign up with them. There was no mention of a contract when signing up and their website states if we get a specific package (which we did), there was no contract yet we are still in one. Furthermore, the equipment is very expensive compared to what I've found elsewhere and you have to pay extra to save footage for longer than 3 hours (this was also never mentioned to us).

Runaway - Do not get ADT

If you have not yet get ADT services, I strongly advise against it. I am currently bound to a 36-month contract, and it has proven to be one of the most regrettable choices I have ever made. Last year, my home was burglarized, and my alarm system failed to activate. Also, reaching the appropriate department within customer service is a daunting task; I was transferred at least 10 times during my attempts to resolve issues. I urge you to steer clear of ADT and seek alternative options.

When speaking to the initial sales…

When speaking to the initial sales associate he Asked me what my needs where. When I explained to him that I mainly wanted 6 outdoor cameras he then went into what he could add on for free. The salesman was fast talking me and when he asked me personal questions he would rush me through my answers like he was reading from a script. I received my package a there was one camera, one doorbell, 3 door/window sensors,and one motion sensor. Nothing close to what our conversation was about what my needs where. I called customer service and again they wouldn't take no for an answer that I was sending the equipment back. Overall ADT cares very little about the needs of their customers and apparently only care about the sale.

Adt ( do not use)

To whom it may concern: I have been an adt customer for over 15 years. I have an alarm system in Fl and In SC Months ago I had adt install my new system in SC That was a 4 day delay in installation , plus problem that was scheduled for 1 week after Brand new just installed. Most recently I notifed adt of a new move ¼ mile away. Gave them a 10 day window. Adt shut my system off in three hour after call and wanted to charge me for reconnection when It was there mistake 2½ hours on phone later WE ARE SORRY. It is absolutely worst customer service ever.Sad product is good

Been waiting over a month for a 1300…

Been waiting over a month for a 1300 refund .they lie. Not to mention how they started out with a price of over 5000 for equipment and 3 cameras and when we said hell no they magically got it down to 1800. Thieves. Why oh why did we sign up with them again. There are so many other companies out there

My phone line were disconnected for 2…

My phone line were disconnected for 2 days and ADT didn’t call me. Given me verbal offers followed by higher rates on Docu sign. I am out

This company uses deceitful tactics and…

This company uses deceitful tactics and straight up lies to hook its' victims! When I called them to have the initial system installed they told me it would be one of their technicians installing the system. About a week after it was installed the front door camera quit working. I called them about it and they walked me through resetting the camera and it still did not work. I was told to leave the camera connected over night and call them again if it still was not working. It still was not working so I called them again explained the agent what was done and the results. They of course had to walk me through deleting and reinstalling the camera which did not fix it. they had to do a video call so they could verify the camera was mounted properly. It was mounted properly but still not working. they told me it could be a weak wifi signal causing the issue and talked me into buying what they said was a wifi extender. When it arrived I found it to be a netgear nighthawk ms-70 router which I can not get to connect to my network and just so you know I several computer related certifications including netwok+. When I asked them about coming out to fix or replace the camera I was told that be it was not installed by their technicians it would cost me $59.00 plus repair costs. When I told the agent I was told it was their technician that installed. They told me they only use third party installers. As it stands right now I have a camera that does not work with a cost of $59.00 plus repair or replacement cost or pay two thirds of the contract to cancel the service which they calculated to be around $1600.00. So I am stuck paying for a non-working service for a year.

Too bad I can't give zero stars

Too bad I can't give zero stars. Stay away from this company. I had repeated instances of their system triggering an alarm for no reason in the middle of the night. I spent literally hours with customer service reps (many clearly overseas), onsite technician visits, and installation of new sensors. Bottom line problem continued to occur to the point I could not use the system and was forced to cancel and spend $2 grand for new system with another company. ADT's response: charging me an early termination fee because they had offered to send yet another technician out and I finally refused. Read real customer reviews, not industry-captured magazine reviews, and you'll see the same pattern of gross incompetence and customer frustration.

Robots and online ads have taken over the phones

I called and selected "billing" but after waiting ten minutes with some absolutely horrible announcements (including some guy YELLING about how I needed to sign up for texts) I found myself talking with someone in the technical department, not billing. The woman in technical support transferred me to "account management" after a wait of another 4 minutes, listening to nonstop announcements and bad music again. When I first signed up with Brinks, which ADT bought, human beings picked up the phone immediately. And, no, I don't chat. 1/17/25 - someone from technical support was supposed to call me at 11:00 Pacific. At 11:15 I entered a chat and told them I was waiting, and finally a tech person called me (he was great). Either he or the chat person said that the appointment was for sometime between 11:00 and 11:30 - that is not what I was told when I made the appointment - I was told it'd be at 11:00. So I was sitting, and sitting, waiting and getting angry.