I paid upfront cash for all equipment

I paid upfront cash for all equipment. Used the system 4 or 5 times and river set it after that. I wanted to cancel and they said I couldn't for 6 months but would lower it 4 different lower options until 14.99 but I continued to be billed 138 and now 133. Every time I call it is 6 more months. I have had it over 2 yrs. DO NOT DO BUSINESS WITH THIS COMPANY, SO DISHONEST!!

DEEP OVERWHELMING REGRET

My system was installed on November 27th. On December 9th a outside garage door sensor fell off door . Technician came and informed me that it would cost 50 dollars to place new one as I could not find cover. To say the least I was infuriated. I did find the cover and it was stuck back up by technician, hopefully not with same adhesive. I have deep regrets installing the system and wish I did a do it yourself option. Well I paid 2600 for all the bells and whistles and will be stuck for a while.

ADT is No Longer a Customer Focused Provider

Once a highly reputed company that valued their long-standing customers (I've been with them since 1995), ADT has become a nightmare to deal with when their technicians FAIL to DELIVER that for which you have PAID them. I called ADT to schedule a home service of my security system because after 10 years I needed all the batteries replaced. The next thing I know, I'm talked into upgrading to add FOUR Google Next devices - which even though it cost well over $1,000, I do not regret purchasing. The problem is I later had to pay an electrician hundreds MORE to come correctly wire the Google Next devices because the ADT technician failed to do so. To make matters worse, the same tech FAILED to replace my security system batteries - which is what I called ADT to have done in the first place!!! Only 3 months after paying them a small fortune to service my system and install the Google Nest products, my ADT system began to alert me that there were issues with the ADT system batteries. FOUR more months have since passed, and ADT has yet to take care of it. They are demanding that I pay them ANOTHER $160 service fee to correct their technician's failure to replace the batteries in the first place. I have no recourse, because Google Nest works exclusively with ADT now, and therefore ADT has ZERO motivation to DO RIGHT by the customers they’ve failed. After being a loyal ADT customer for nearly 30 years - Seriously???

If I could give a zero I would. Screw ADT! They lie and are incompetant. I am going to file a complaint with the Better Business Bearui tomorrow. They need to be stopped.

If I could give a zero I would! I had been with ADT for over 10 years and no issues. I turned alarm off when boyfriend moved in 2 years ago. I called to turn it back on in May 2024 after I ended it with boyfriend. I also just had to get an order for protection on my son's father, so really needed to have the alarm working to feel safe for me and my son. ADT has been the worst experience ever this time! When coming out to activate the alarm, I was told I needed some new shock sensors and the fire detectors were expired, so I said let’s replace them since I needed the system to work. Guy turned the system back on and put the order through, or so I thought. I turn it on that night, and the alarm goes off twice, so I shut it back off. I call to tell them this and she says they can’t come look at it for another 3 weeks when the next appt was open. I am pissed at this point because I already waited a month for the guy to activate it. I asked if they had emergency appts for situations like this since they are a security system for god's sake. Was told no I needed to wait another 3 weeks. 3 wks later they came out to install the new equipment. The technician shows up and says he only has half the equipment that was "ordered". I am not happy but asked him to install what he had. I tell him about the faulty sensor, and he says he will make sure a new one goes there. He installed what he had and told me they will call me to set up the appt when the rest shows up. I go to set the alarm that night finally after over a month and a half and it does the same thing! The faulty alarm wasn’t replaced. I am so pissed at this point. I called customer service the next day to explain all of this, and they say they can shut off that one alarm remotely so I could use it that night. I said okay that is a great solution, why didn't someone suggest that before. They shut off a sensor and guess what? The stupid alarm went off again that night!! Weeks go by and nothing about the remaining equip so I called again to see what the status is of the remaining equip. I am told there is no equip in the system waiting to be shipped. I was irate!!! WTF!!! She asks what I still need, and I said I don't know it should be in their notes. Nope!!! I had to pull from memory what I thought was left and she placed the order for the remaining equip. I told her I still can’t use my system, and it has been months now. Apparently, the 2nd technician moved the faulty alarm to another room and didn't tell me and didn't update that in my system, so the alerts had been saying it was in a room it wasn't. I had to sit on the phone forever again and troubleshoot with the guy while we tested every shock sensor in the house to figure out which one the technician moved. That issue was finally resolved after 2-3 months so I could finally use my system again (I was charged all this time and was promised I would get it all back once all the equipment was installed on the project which made no sense to me). Equipment supposedly arrives and a technician comes out to install the rest. He shows up with 1 shock sensor and 1 fire detector. Once again, not all the equipment has gotten installed because 1 shock sensor was left. I am just pissed, and he tells me they are on backorder and he's not sure when they’ll have more. I wait well over a month again and nothing. I call customer service to inquire and once again there is nothing waiting on back order. She tells me she will order it, but I must put another $100 down to place the order. what the !!!! I pay it and wait another month for the final sensor to ship to me. Another technician comes out weeks later to install the final one in November 2024. All along I am being charged $100 trip fees, which I say I don’t want to pay, but if I didn't sign their contract for the equip, they wouldn't install at all. I was told I would get back 3 months when the system didn’t work, and I should be able to get the travel fees since it all should have been installed the first time. This has taken from May - November at this point!! I finally called them last week to get my refund. OMG I was so beyond pissed when the guy tells me he can only refund me one month! I argued and told them I am due hundreds of dollars now and asked to speak to supervisor. Was told sup would call in 5-7 business days. I got a call today from sup. I told him all this and he tells me he can only see a couple of the calls I made, basically implying that it never happened and I am lying. I lost it on him. He says he is offering me one month refund as well. I screamed so loud and hung up!!! They are robbers!! DO NOT DO business with this slime ball company. The technicians, customer service, supervisors, all of them tell you what you want to hear and make promises that are lies. I will be filing with the BBB since they owe me money and I can't cancel unless I pay the rest of the contract ($1,200). I look up reviews today and see all these similar situations. WTF!!

This system is so bad it is actually better when you turn it OFF!

This system is so bad it is actually better when you turn it OFF! When my system was "running" it NEVER worked. Cameras were obsolete technology, constantly shutting down, sensors would give daily false alarms the app NEVER worked, wifi kept getting discontinued, batteries failed in BOTH the sensors AND the main panel. I could go on and on. I did FINALLY get satisfaction, WHEN I TURNED THE SYSTEM OFF! I must say it is working better now. IF you are having difficulties with your POS ADT system, I can recommend you turn it off and end your frustration. It is a better system when you turn it off. You know the feeling, like a gigantic weight is off your shoulder.........

Sales rep bluntly LIED

Sales rep bluntly LIED to me about the products which will be installed, the cancellation policy and the technician appointment process. Said that there are window sensors - none in the actual package Said that there is a motion detector - none. Said that the technician can come inside using a key in a lockbox - a lie. They can’t. Said that the technician will call an hour prior to arriving - they haven’t. Made mistakes in my email address so I didn’t even receive the contract initially - had to call them and ask what’s going on - and all of this during my first 2 days dealing with this pathetic excuse for a company. What a bunch of clowns. 🤡

Beware of ADT esp. if you're a disabled woman

Installer stated I owed for first month, then wouldn't owe anything until December as a promotion as first time signing up. Instead I was billed August, Sept, Oct., and Nov. Was forced to keep calling in to correct the matter but it was not fully corrected. One camera was not working properly and did not recharge itself. I am disabled and got ADT due to stalking, harassment and other abuses. Had to get someone else to put camera back up near roof because the tech didn't come back out to do it. Throughout Nov. the doorbell cam kept shutting down with messages that the battery was dead? It's wired. Got online to chat, opted for call help. The tech walked me being disabled thru removing doorbell from the front of the house, resetting, then replacing it back; it took me about 45 minutes or more to do this on my own, but after doing this, a few hours later, doorbell dead again! Got on chat and was informed they had to put a hold on my debit card for at least $180 the cost of a doorbell if they were to express the doorbell replacement to me until I return the defective one? That's no way to treat your customers! Otherwise, again, they said I had to remove the doorbell, leave it open, and ship the faulty doorbell to them, then they'd send me the replacement at no charge?? Really? Then a couple days ago, all my cameras read "Offline, retry". I did over and over again, nothing. All the cameras are not working at this time. Yet ADT again charged me in Nov., not Dec. as promised. They've offered no refund or the tech to come out to fix them. I asked to speak with a supervisor, but was informed none would contact me for up to 48 hours. I asked what do I do in meantime, no security offered! Only told your alarm system works? They also stated I would be charged for a tech to come out and reset all 7 cameras? They charge $200 per camera. What? They should be less than a quarter of that! I am not able to view any cameras and I have 7 of them around my house! I reset the WiFi, but that didn't help. There is nothing stopping the system from working, but some malfunction in their system. The tech reps are mostly incompetent, hard to hear, illegible, and i had to keep saying I cannot hear you. One claimed she texted me a link to my phone but it never came, then she listed off some 917 area code to where she sent the text. It is not my area code. The reps are not professional and all they behave like are greedy with little or no info on how to fix my system. I'm looking into other home security and surveillance systems and a legal complaint unless they fix all of the above issues with no charge to me. They also stated months ago that the installer's office was going to be contacting me, but that didn't happen either. I thought I was getting top-notch security and Surveillance, but so far it's been a huge disappointment and fraudulent to boot. They lie, lie, lie and are full of greed. They need to be trained better and adjust their bad policies, and terminate unprofessional staff; from online chat to phone. It was all I could do not to verbally engage in assault, but I refrained. If I have to, I will file a legal complaint for all charges and failed, fraudulent disservice thus far. Outrageous, and I am a single woman on a fixed disability income.

I just started with ADT only one month…

I just started with ADT only one month in and I usually check the reviews before I make a move my experience with it so far is sketchy it take to long to look at my camera by the time it comes up the person already left I think I’m missing a camera that I’m paying for but I’m going to give it a chance it proved to work upon somebody entering when the alarm is set I’m sticking with two stars for now

Sales person lied and did not give me…

Sales person lied and did not give me valuable information, like I only had 3 days to cancel my contract. Said that he would waive all fees associated with installation but same day of contract ADT was trying to pull money from my bank account and not the 72 hours waiting period. I have proof! The equipment does not work properly, it takes almost a minute in a half to answer the door bell and when it finally stops spinning it's static and you can barely hear the person at the door. The alarms on the doors are falling off already. On top of all this I received an email saying to pay $1600 before I could cancel, Ihave only had ADT for a little under 3 weeks. This has been a complete nightmare. First time homeowner by the way.

14 year old customer - If I can stop anyone from making the…

If I can stop anyone from making the mistake I made with ADT. I made a call into ADT because my system was not working. So they walked me through their tech steps and that lead to it not working, this was Nov 4th 2024 they could NOT get a technician out until Jan 2nd 2025. This is all documented. I went through 8 calls and hours on the phone, you never seen run around like this. Paid a year in advance and had 3 months left, NO way were they going to give me any money back. Been with ADT for 14 year. This isn't the first time we have had problems. We moved to Simp..... and WOW they made it so simple. THIS IS SO FAR FROM THE TRUTH... ADT Money-Back Guarantee Money-back guarantee only applies after ADT has made attempts to resolve a system-related issue and has not been able to resolve that issue within the first six (6) months of your original activation.

Long install time

Was told the install would take 4 and 1/2 hours. It took 14 and 1/2 hours. It took one week and the technician had to come out 3 different times to complete the install. Was charged the full amount due for the monthly monitoring when the system was not fully installed. The three days to cancel started from the first day of the installation, even though the system was not fully installed until a week later. Requested a supervisor from SafeStreets and ADT to call me and did not receive a phone call from either one.

NO TE DEJAN DAR DE BAJA EL SERVICIO

Me tomo 9 meses dar de baja el servicio, NO CONTRATEN ADT! te engañan con su departamento de "calidad", te roban tu tiempo, no aceptan tu elección y te mandan WA ambiguos, el proceso vuelve y vuelve, te dicen que pagues para la baja, pagas y no te dan la baja! NO CONTRATEN ADT!

We just purchased a new home that came…

We just purchased a new home that came with ADT pre installed we decided to go with the service until we realized we were locked into a 3 year contract. Having 3 days to cancel we called and cancelled. I asked for an email confirmation and they said one could not be provided, but gave us a reference number. Later that day we called back to verify it was cancelled and they had listed the cancellation as a billing question and had not process’s the cancellation. After a half hour on the phone they said it was cancelled, again. Today, our final day to cancel, the tech is here attempting to remove the equipment and ADT is refusing to acknowledge the cancellation. I’m going to have him remove the equipment and I’m going to mail in the cancellation notice because apparently they are lying thieves trying to force us into a contract. I would never use them for anything.

Kept me hold fir over almost 20 minutes…

Kept me hold fir over almost 20 minutes and some of them treated me as their meal ticket, and not real person? I’m not sure if u recommend them, need to get contracts together, might say one year, and change it?

I have been an ADT customer for >10…

I have been an ADT customer for >10 years, and have stayed with ADT through 1 change of residence. The customer service as best is adequate, but much more often it is poor and frustrating. The company is quick to install equipment but finding help when the equipment malfunctions is difficult to say the least. The only way to avoid a costly service fee is to schedule a virtual appointment, which many times are not completed as the technician never calls. (The in-person service appointments require a trip charge + an hourly charge to diagnose and fix their own equipment.) It is time to get another security service.

Absolute sham and rip off

Absolute sham and rip off. My husband and I purchased a new home and wanted an alarm system. We had worked with ADT in the past and thought going with them would be a good choice. Called to get an install. BIG MISTAKE. They sent out Safe Streets to do the install. At no time ever was it disclosed to us that they are a subcontractor. We got 2 cameras installed along with a doorbell camera and a panel. A month later, we changed internet routers (router, not provider) and the cameras would not connect. Reset the cameras, did troubleshooting on their app etc. NOTHING would connect the cameras, unless a tech came out. Called ADT they sent me to Safe Streets. This was the first disclosure that we were working with a third party. The tech came out and first words were did they tell you me walking up to your door is a fee and what you are asking me to do is $1000, which they HAD NOT, just connect the cameras to the new router. This is more than the entire system and install cost by more than triple. I told him to leave. He then said you need to call ADT and break your contract as this is how they do it. Then call us back and we will install without ADT for another fee. Must be a competition for worst service between the companies. There was no support from ADT or Safe Streets. In working with another company they pointed out to us that this camera would NEVER connect without a tech it has to be disassembled from the back to access a particular reset button -- They are currently threatening to ruin our credit because we are refusing to pay the duration of the 3 year contract for a system that worked for 1 month. The contract is a service contract that was not providing a service. Mind you the set up was to come with 3 window sensors that we did not even take as we were getting new windows installed--

I have had trouble with my keypad…

I have had trouble with my keypad consistently. I called to cancel my service because I’ve consistently paid for months and had not been able to use the alarm. When I called they told me I need to pay $3k. The explanation was when you’re in a contract with anyone you’re obligated to pay. I explained when the issues of the services are not on the consumer’s behalf, a decent company would waive the fees and apologize was the money you’ve spent paying for services you couldn’t use. That fell on deaf ears and I was instead told I could get my keypad replaced for a fee, have my monthly bill lowered for a few months, or pay the $3k. I will absolutely never recommend anyone to use ADT.

Terrible customer service

Terrible customer service. Did not receive all the equipment I paid for. It took many calls, many hours, and a month, with still no replacement.

We have had 4 technicians from ADT at…

We have had 4 technicians from ADT at our home to replace a doorbell camera. None of them fix the issue they say they are ordering the correct doorbell camera but we never hear from them again. Go elsewhere for security!

If I could give this company zero…

If I could give this company zero stars, I would. My salesperson, Savion Cassells, was one of the worst customer service reps. He NEVER called back when there was an issue, and when you tracked him down after 15 calls, he would promise to bring you a solution and then Ghosts you. He was the most incompetent salesperson around. I would NEVER recommend this company. If Savion Cassells is selling ADT RUN THE OTHER WAY!!!!

Disrespectful consumer representative

I paid for a service and when the technician show up it was the wrong order. The technician took the camera back to the store. I called billing to see when the money will be returned and he was rude and disrespectful. His name is Juana Cano. His manager need to do in service on attitude and conduct. He should be trained before taking the next call. I am so sorry for everyone who have to go through this .

ADT charged me $600 to mount a camera…

ADT charged me $600 to mount a camera on my porch. I thought that would cover everything. It did not! 1. They didn't hook the camera to an electrical source. So, it didn't work. They glued (installed) loud alarms but no cameras. I was charged $69 a month for nothing. BLINK charges $3.95 a month and the cameras are great. Infra-red night vision. Videos are clear. ADT is a rip off.

ADT. Pass on this Service

Wow. I received a text letting me the battery was low. However the notice does give you what battery is low or a link on how to replace the battery. I was a Protection One customer before they sold to ADT. While a Protection One customer, I found them to be very customer service oriented. However when I called ADT about my Low Battery notice they could not find my account. After 20 minutes waiting for customer service they finally came back to me letting me not all the functions of Protection One had been integrated into ADP’s system. They gave me a number to Protection One and they answered “ Hi you have reached ADT” so quite confusing. We are busy helping other customers and can call you back in 35 minutes. When I finally received the call while trying to help the customer service person we pretty useless except to let me know the battery was for the panic FOB. They needed to get a virtual service person to call me. Instead of a quick resolution they told me the earliest they can get back to me was 2 days later. All in all a terrible customer service experience. I will start looking for a new system as there was no sense of urgency to getting my issue resolved.

We had ADT for our home in Decatur, GA

We had ADT for our home in Decatur, GA for five years. The service was fine, but beware when you try to cancel. They are very devious and try all sorts of ways to deceive you. We were moving and wanted to find out our options ( we had one year left on our second 3 year contract). First, they tried to trick me into signing up for another 3 year contract to my new house. The "relocation specialist" said that he would ship new equipment to me with no obligations, that was the trick. He put down that I agreed to a new contract. We had to call back and get that cleared. Then, the agent told us that we could pay the final balance and then appeal it since we had already paid for our equipment. They never sent us the final statement. They just secretly debited the balance from our bank. No appeal is possible bc our account is closed was what their new story is. Lol, we contested the charge with our bank and now ADT is threatening us with putting our account into collections. Beware, they lie and lie and lie. Their only aim is to take as much as they can, they pretend to be friendly and helpful, but its a sham.

record your conversations during every call , adt records only to cover them selves but will not pull recording if a mistake on their behalf was made.

I can agree with previous one star reviews. I am currently a adt customer with just a few weeks left to a surprised contract that went from one year to 3 all by it self. I moved from one state to another and wanted to take system with me but adt advised me not to that upon moving to new home I will receive new system at no cost to me . Once at new home and system installed , I was asked to pay just a few bucks away from $500 , so I asked why do I have to pay if I was told I was not going to get charged , the installer tells me your deal with customer service has nothing to do with him and if I wanted to have system installed I needed to pay , installer also mentioned that once I paid I can call customer service and they will refund me the money I paid. So I believed , tried calling adt a few times afterwards and was promised a refund that NEVER was issued . After calling many times , eventually that conversation of my refund was mysteriously gone , no recording found no history of refund ever being spoken of so I was stuck with a 1 year contract but some how it turned into 3 years. System sensor started draining my battery just weeks after , I called they sent a new sensor and that was that but soon after another sensor started draining my battery so I asked if they can send someone to check system because batteries are supposed to last 5 years. Well I was told by adt that I had to pay if ai wanted someone to come check system. I refused and instead bought batteries till after the 5th battery so I called again and asked if they can remove that sensor off my system but was told I had to pay if I needed someone to come by the house so instead I chose to bypass that specific sensor for the remaining time of my contract . Finally my contract was coming to an end so I called adt to let them know that once contract was over I no longer wish to continue with adt , thats when all of a sudden all sorts of deals , free months of service super extra cheap and excellent customer service given once you let them know you want out. But , once they know you are serious about ending your business with adt then thats when the surprise kicks in with , you must return equipment ! Im like wait , I was charged nearly $500 dollars fir this system that I never got refunded and now you are telling me I have to return it “ not that I needed that device in my house listening and watching everything I say and do anywhere near me” but still I paid for it. The Adt representative tells me oh that system was “leased to you” what a scam I told them and I added sure no problem I will return it but first can I get an email that kind of backs up this conversation , I was told I had to wait 14 days . Again my word against theirs come time cancelation time upon end of contract which by the way they will purposely end it days before your contract is up so you can get hit with early termination fee . So if you are canceling your service with adt , make sure you record your conversation with them just the sane way they let you know they are so tou can have your proof cone time to take them to court ! I have been with adt for 11 years and was looking forward to another 11 years but after my experience with adt I highly doubt I will ever consider Adt as my option not now not never .