Took 1,000 from my acct and had customer service

I called ADT two times to speak to a CSA. At first I wanted To cancel service but when she told me I’d owe over 1,000 due to the contract terms , I said, forget it I’ll just keep the service for now, pay monthly and thought I was fine. I’ve then received a bill for the amount of over $1000 and they said they were going to take it out of my account in five days. I then called another customer service rep who assured me that the service had not been canceled and that the $1000 would not be deducted automatically from my checking account. Well, of course, one week later, the money was automatically taken out of my checking account which means that two customer service associate were directly lying to me. When I called to try and resolve this matter, I got absolutely nowhere speaking with CSAs who didn’t understand the problem and had to go from department department. I finally got to management and they offered to extend the contract for two more years, which was the exact opposite of what I was trying to do. I think I’m more mad about the fact that the customer service associate lied to me. Funny -I just bought a new home I was going to install the ADT service in my new home as well, but I will never use them again, nor will I ever recommend them again. Not trustworthy at all!!!!

BUYER BEWARE ADT IS THE BIGGEST THIEF…

BUYER BEWARE ADT IS THE BIGGEST THIEF IN THE MARKET. CANCEL THE SERVICE AND GOOD LUCK EVEN IF YOU ARE LUCKY ENOUGH TO GET OUT OF THE CONTRACT...THEY JUST STOP YOUR APP FROM WORKING! I WILL BE SPREADING THE NEWS AND POOR CUSTOMER SERVICE ON SOCIAL MEDIA. TERRIBLE COMPANY DON'T USE THEM. SIMPLI SAFE IS BETTER AND NO CONTRACTS

When the person selling the system…

When the person selling the system comes to your house he omits the fact that it is a three-year contract. Never says anything about that. Just asked you to sign at the bottom line for the services they are giving you. This is the worst company I have ever dealt with they flat out lie to you, and then their customer service is horrible because they do not care that the system is awful and overpriced you will pay for 3 years no matter what.

Even though my adt payment is set up on autopay I receive late fees...ridiculous!!!

Even though my adt payment is set up on autopay I always receive my bill with "Action Needed" Your payment is past due and I have a late fee. I have called multiple multiple times about this issue. I have told them to adjust my monthly pull/due date so its paid on time so I'm not receiving a late fee. It is still happening every month. I call and get someone I have a hard time understanding and they say they will take care of the ongoing issue and refund fee but nothing has happened. Still receiving bill with late notice and fees.

Pésimo

Mi esposo y yo iniciamos el servicio de ADT hace un año y medio, todo muy bien hasta que decidimos mudarnos a otra vivienda y solicitamos trasladar el servicio...nos dijeron que como el contrato vencía en el 2026 debíamos pagar la diferencia que era de 945.00 dolares explicamos qué no queríamos cerrar el contrato, solo trasladar el servicio, después de muchas llamadas y tiempo perdido ofrecieron un servicio remoto y cancelar la deuda.Aqui comenzaron a enviar múltiples mensajes tratando de cobrar los 945.00 dolares y nosotros a llamar cada persona del servicio de atención al cliente dio por hecho la cancelación hasta que el 12 de septiembre sorpresivamente lo cobraron en medio de la compra de nuestra vivienda. Llamamos explicando y respondieron que demoraban cinco días, hoy llamamos y explican que son 10 días más. Hasta cuando vamos a esperar por un error cometidos por ellos? Evidentemente no hay comunicación entre sus departamentos y el servicio de atención al cliente no funciona, solo trata de envolverte y luego olvidan.Cuándo recuperaremos nuestro dinero?No los recomiendo y terminando el tiempo establecido por el contrato prescindiremos de sus servicios.

If I could leave zero stars, I would.

If I could leave zero stars, I would. I recently moved and transferred my service. I was on the phone with them for over an hour, where I was told the system would be transferred. Shortly after, I realized that the billing was not transferred, and they were charging me for both locations. For a house I no longer lived in. I called back, spent over an hour on the phone, and was told the service at the old address had been cancelled. I'VE NOW DONE THIS FIVE TIMES and it seems they, for some reason, tell me they will cancel the old address but then actually refuse to do so, even thought they can see on my account that a cancellation has been put in numerous times. The most recent rep has told me that he can see a cancellation was placed week's ago but for some reason, it "didn't go through." and assured me that I would not receive calls from the old system. However at 10PM last night, I received a call the alarm was going off. Honestly, I think I'm seeing red at this point. Just hung up from wasting another hour of my life to have yet another "cancellation number" for the account. Let's pray this one actually went through, and I'm refunded from the services that they literally refuse to cancel.

DON’T BUY ADT CAMERAS - NO WARRANTY COVERAGE

I had six cameras installed. It has been three months short of five years and the cameras have damage from exposure to the sun, such that you cannot see anything. I called ADT and they consider sun damage a “natural disaster” and not “wear and tear.” A simple Google search of both terms shows sun exposure as normal wear and tear. ADT has to know that bright sun in desert climates will deteriorate the efficacy of their cameras. Calling it a natural disaster so they can exclude it from warranty is deceptive and fraudulent. A natural disaster is typically an earthquake, tornado, hurricane, etc. I paid $1500 for the cameras from ADT and $3,500 to date on monitoring - which really isn’t anything they’ve had to do. DON’T WASTE YOUR TIME WITH ADT CAMERAS.

Just found out today adt put my…

Just found out today adt put my personal info on the dark web. How much money did they get. They wonder why people get rid of their so called security crap

ENTRAPPED SERVICE

1. I have been trapped in a 3-year contract for a system that does not work. 2. I have been trying to troubleshoot for two years, and every time, I retell my issue, wait for an average of one hour, raise my blood pressure because of the poor English understanding of the technicians, and get the same solution: to mail me a new battery. 3. Trouble technicians do no know their jobs 4. Customer service department does not work. 5. After two years of hell and not feeling at peace or safe, I deserve an upgrade. However, I can't seem to be forwarded to a manager who can make that decision; they keep repeatedly putting me in the automated cue to restart validating my account. 6. The leadership character is faulty and poor. The employees display directions that have narcissistic behaviors, such as creating anger by one to two hours on the phone, getting transferred and waiting forever with no solution, and unsafe feelings because the system does not work, keeping me hypervigilant.

single mother of 3 suffering anxiety/financial burden instead of security!

I am a single mother of 3 small children who works at home and just wanted to feel safe, so I bought ADT's self-setup system in which I happily installed myself which came with a NUMBER of issues. First by base was not working, then my door/window sensors and I received replacement within 2 weeks which I was told to install differently causing more holes to my doors and windows. This did not solve the issue, so I continued to use the services with tampered sensors that I had to bypass, ultimately not fully securing my home. I even called my Wi-Fi company to buy the highest package recommended by the tech., which later was determined not the issue. After 8 virtual technical calls, one in-person visit and 3 replacement shipments within 2 months I had enough and called to cancel service I was never able to use. I called about 20 times within this timeframe in which I was constantly re-sold and talked over to ultimately never get my system canceled no matter how many times I was promised leading to late payment. Once I was finally able to cancel, I was told by Eva in Account Management that I was not able to return $400 worth of equipment I bought and over $500 of the rest of my monitoring/ADT support contract that I was never able to use properly when I was promised 100% refund if not happy or system did not work properly. This is unethical, disheartening, and very frustrating. I have suffered extreme anxiety, stress and financial burden during this whole process instead of security.

worst company to deal with

worst company to deal with! Will never use them again had issues and couldn’t get it taken care of for over three months! When we cancelled they gave. Is a hard time I spent hours working on our system doing their job ! Always go with a local alarm company ! They of course charges us for the months we could use our system our new company is already so much better and more organized! From the top to the bottom ADT sucks and will charge you and later found out the system and material they sold us is out dated ! Don’t recommend ADT

ADT Solar/ ADT

ADT Solar/ ADT. My roof at the time was 6 years old (new by roof standards) and in excellent condition. Sunpro installed my solar system - a painful 18 month process during Covid- and it functioned well for about 8 months. One of the converters failed and it took ADT a month to replace it. In February of 2024 the converted from grid to solar failed and it took ADT 5 weeks to replace it. ( Picture extension cords run from other rooms powered by the grid to power the freezer, fridge, microwave and washing all dishes by hand when we always use the dishwasher.) Every time I called about this problem they were very nonchalant about it being so long "because they didn't have a warehouse in the area." O called every 3 days and they kept telling me they would expedite. Five weeks is not expediting. The latest catastrophe with ADT: My young roof started leaking every time it rained starting March 27, 2024. I reported it on March 28 and was told that it "would not be long." I called every 2 weeks at first, and then was told that all repair orders had been turned over to Pronto 365 as of April 23. I called and escalated to weekly calls to 365 and they said they had over 50,000 ADT issues to address, including mine. Every time that I call Pronto 365 I am told that their project manager is in a meeting and that ADT is asking for more pictures, which an adjuster came out and got. I am told that estimates have been extended but ADT is dragging its feet, in my opinion, and wants to do a cheap patch job instead of an appropriate replacement/ repair. It has been 6 months and I want my intact roof back, a functioning system, no mold growing in my attic, and a ceiling that is not leaking every time it rains. Is that too much to ask? Todays date is 9/17/24 and no repairs are done

ADT Security System Radio Communication Problems

I have been a customer of ADT since 1988. In 2019, ADT insisted on replacing my current equipment with a new one, at no cost to me. The reason stated by ADT was that parts were being discontinued for older models. My older system was working properly, even after adding a cellular component. Once the new system was installed, the new cellular component became unreliable with frequent error messages regarding the long-range radio. Attempts by ADT to fix this problem were unsuccessful. Finally, ADT complained that my house was an older stone house with "thick" walls, therefore, the new system could not communicate, unless I bought an entirely new system from them with a WIFI component. I feel that ADT should stand behind the new system that they installed in 2019 at their insistence. It has proven not to work in my home, and I feel that ADT should install the proper one at no cost. The most recent ADT service people that came to my house in November 2023, March 2024 and April 2024 were very rude and made me feel that I was wrong in declining to buy an entirely new system in order to solve the problem. I currently have a system that cannot be relied upon and am being charged high monthly fees. I also have been paying extra for a service contract each month to no avail. ADT needs to replace their faulty system free of charge.

Had service with them for over 8 years

Had service with them for over 8 years. The first few years they were good. If you had an issue, you could call the local office and they would send someone out to replace a battery or fix the issue. Then at some point they got away from local service and every time you had a problem, you would have to call 800 numbers and wait in the phone. They would expect you to get on a ladder and replace batteries that they would send in the mail to you at your expense. So when I called to cancel, it took forever on the phone and the lady was extremely rude and tried to force me to continue their service. I didn’t think I’d ever get her to cancel my service. Basically, they went from a small town local vibe with good customer service to a huge company that just wants their monthly payment without doing any real service. And when you cancel, they try to give you all kinds of discounts to stay. But I want the good customer service with a local office.

The absolute worst customer service

The absolute worst customer service. After three years I tried canceling my account for 10 months. They were extremely rude. I paid every month for three years and then canceled as I remodeled my home and all the equipment was lost by the contractors. Since then I made arrangements for a different system. ADT harassed me for almost a year.

The worst company to deal with

The worst company to deal with. Please beware. They will promise you the universe before you sign the contract, but if you need to transfer your account from your name to the new owner's due to the property is being sold, it becomes a nightmare. I've been trying to do so for about 2 month. Horrible experience. Customer service are so creative with different type of excuses, stories. It's beyond explanation. Please beware! Go somewhere else.

What has happened to ADT customer service ????

I have had an ADT system in my home for over 30 years. Moved 3 1/2 months ago into new house and of course we went with ADT. BIG MISTAKE. it has been one problem after another. most recently one of the camera stopped working. The camera worked just fine after it was installed. (BTW system was upwards of $6k). I called ADT, some kid comes out and wants to sell me another piece of equipment blaming it on the WiFi, which was same system in place 3 months and 1 week earlier. I say that because after this kid did nothing to fix the problem i get a service bill for $59.00. When i complained, my ADT Custom home Solutions Advisor, Robert Cogan says that there is only a 90 day warranty and the service call was "about a week past the 90 days" ( a quote from his text). How far customer service has come. I will now raise this issue to senior management, it will take significant time and effort and eventually they will waive the $59. and come fix the system, but thats what it takes these days. ADT use to be the gold standard in customer service, now its not even Bronze. **** Update... it was just that sales person who soured our experience. I contacted ADT customer service, the apologized, credited me the $59.00 and set me up with a virtual technician appointment yesterday who performed diagnostics remotely and made several suggestions on how to resolve the issues, WITHOUT trying to sell me something. My faith and appreciation is restored in ADT.

Your representative are unprofessional…

Your representative are unprofessional and I am having a issue with the problem so until I get a resolution I'm not paying

Over the years of having ADT the…

Over the years, ADT’s customer service has been consistently mediocre to poor. As my three-year contract ended, my bill unexpectedly reached $300 with no clear notifications. When I tried to cancel, they offered to cut my bill in half and waive the past due amount, so I stayed. Later, when I canceled due to moving, they forced me to pay for an extra month, then claimed I owed two bills past due. I spent 30 minutes convincing them I had already canceled. ADT seems more focused on squeezing money out of customers than providing good service. I won’t continue with them and don’t recommend their service.

I have had poor customer service, etc.

I have had poor customer service & regrets since the 2nd month when a sensor went bad & it was over 3 weeks for service & another day off work becuz they did not show the 1st time & not only failed to tell me; but waited until the following day to inform me he never showed up & needed to reschedule appt.!! Now 2 days of lost work!! Now dealing w/a bad battery which should last more than 3 mths., being told to buy it on Amazon or Walmart for $69 of money I DONT HAVE! Plus listening to a constant beep telling me there is trouble with unit! Tonight, after 1hr & 15 min on the phone, transferred to one dept after another & still no resolution in what service I in-fact have. It’s still unresolved! Matt, my installer, who encouraged that I put have service plan where he insured I’d be covered for the system, including labor & parts & including batteries, which he stated can be costly!!. Then tech said I had no labor cvg nor cvg for batteries, even if they fail to come close to lasting their length. 3 1/2 mths vs. 5-8 yrs is a BIG DIFFERENCE! Even if they only lasted a year it doesn’t jive. I’ve had no power outages, etc.! I then wanted to know what I was paying for. Then I was sent to sales, transferred again to tech support who again transferred me to sales who then, after over an hr. Said I needed a different dept, yes-tech support!!! Then I was Sent to account management dept., ???, where after 10 min on hold & over an hr into this call already, stressed out becuz of it all & now anxiety level thru the roof, I gave up! I’m at the point I want ADT to remove EVERYTHING! Give me ALL my monies back for the equipment & part of my service chgs & I will go to a company who not only values my business but will actually service my account without running me through the ringer of one transfered call after another. I hope someone with clout can reach out to me & actually service my account & get things straight . Look, when a system is down & depended on has to wait 3+ weeks to be serviced, it tells me two things. You need more help or you just don’t care about servicing your clients professionally, in a timely manner, & with courteous attitudes w/o wasting over an hr if my time & be left still with unanswered questions! You can reach out to me at 513-349-3532!

Unbelievable Experience. Clearly Fraud

I had my security and fire system upgraded on 9/3. The requirement was that my fire system needed to be interlocking/interconnecting system. Long story short -- the system was installed, and their technology doesn't support interconnecting system. The fire system was failed by city inspector. I have asked to cancel my system and pick up the equipment but they now want to charge me $4,500. I DON'T recommend. Their sales reps are clueless or lies. The customer service dept is awful.

If I could leave ZERO stars I would

If I could leave ZERO stars I would. I've been a customer for 9 years and during that time most of my experience with ADT has been nothing but frustration. I'll never get another home security system again. Quality sucks. Value sucks. Customer service sucks. We're a military family (my husband just finished active duty) and are moving to be closer to his family. We are not getting a system on our new home. After 9 years (customer since January 2015) and the fact that I've renewed our contract twice, you would think that there would be some wiggle room at the end. Not only would they not release us from the last contract we signed in 2020 (which doesn't run up until July 2025), in order to cancel they charged us the full remaining amount on the contract. No consideration for military service, the fact that we could provide multiple confirmations of my husbands military service, and his exit from the service with an honorable discharge. They just want your money. I understand they are a business, but most businesses I have found will waive or lower their cancelation fees if you can provide a DD214 or something else showing severance from the military. Further, I didn't even find this out the FIRST time I had to call them. When I called and cancelled I was told ok, no problem and that was that. The next day I got a bill for the following months service. Called to complain. "Oh, the person you spoke with told you you had to pay for the remainder of the contract." No. They didn't. You record everything. Go back and check for yourselves. "Sorry, sir, you're under contract and no other option." So I had to pay the money up front or pay for a security system in a house I no longer live in. Another issue I have with their service is that several times over the 9 years we've been with ADT, due to renovations or other considerations our system was unplugged and completely unpowered. Sometimes for several days, and once for several months. During that time I'd still get emails from ADT telling me that "My system is fully operational and responding to the network" and such. Tell me, HOW is that possible when there is no power? That was the beginning of me thinking that ADT was a joke. Now there is no doubt in my mind. DO NOT GET IT. It's little more than a scam to steal your money.

The Absolute Worst

The absolute worst. Buyer beware. I've had several billing and technical issues with ADT's service, so much so that I decided to get another method of security. I called ADT in early summer to request cancellation of service. I was told that I had a contract (I did not know about, nor did I sign) that would not end until September 10, 2024, so I waited until the day of to cancel. I noticed that the ADT alarm keypad was still on when I left work, I made a note to call them the next day because I had an uneasy feeling, they would try to pull something over on me. When I checked my ADT account online there is an additional charge due October 1, 2024. When I called to find out about it, I was told there is nothing they can do. ADT is charging me one full month’s payment after my service has been cancelled, collecting money for no services rendered. At that moment I realized that ADT's practices are kindred to that of scammers. Also, ADT confirmed why I do not want to do business with them anymore, they cannot be trusted. ADT has unscrupulous business practices and cannot be relied on to give fair and reliable service. Buyer beware.

BEWARE THIS ADT COMPANY WILL LIE!

BEWARE THIS ADT COMPANY WILL LIE!! RECORD THEM TOO, THEY WILL TRY TO CONVINCE YOU THAT YOU AGREED TO A VERBAL CONTRACT TO FORCE YOU TO STAY FOR ANOTHER 3 YEARS. THEN LIE AGAIN AND LIE SOME MORE. CONTACT THE BBB FILE A REPORT. I have been with ADT security system since 2007, Brinks, Broadview and ADT. I have stayed with the company until what I was hoping was the end of current contract, date 11/01/2021 to 11/01/2024 a contract I have been in for the past 3 years. Which I tried ending in 2021 but was convinced (lied to) that I had entered a contract, which I believe is a tactic used by this unscrupulous company. I contacted ADT customer service to make sure my contract would be ending on the listed date, however I was advised that I made a verbal contract in 2023 of Feb, when I called to try to cancel service but was advised that to cancel I would have to pay 300.00. Instead I was offered a lower rate to keep me on until the contract ended 11/01/2024, and declined entering into a contract. But, what I have been hearing from the ADT customer service (the same people who gained access to customer’s personal cameras to spy on women in their homes in Dallas) is that before this current contract ends on 11/01/2024, I had entered into a second contract that extends the contract into 2026. I was told that I entered a verbal agreement, but I never did. I have never seen a contract nor signed one. I didn’t even know that you can be forced into a verbal contract without seeing or signing paperwork. I was anticipating the current contract to end. I was advised that they would listen to the phone conversation that ADT had with me, to prove that I made a verbal contract. The ADT account that I have with ADT has no such contract on my online account other than the current one. The customer service agent said to me today, “I really want to help you, lets see what we can work out for you, while we listen to the phone call recording”. I told her that I was not interested in help that would extent the contract with ADT. I have been trying to get out of it and they keep trying to force a contract on me.

Deceiptful sales practices

Deceiptful practices, deceiving customers is their standard. I just wanted a Quote to compare multiple security systems before making a decision, Destiny Rollins was the salesperson which tries to get as much of your personal data with the excuse that it is needed for the quote, I provided my personal information and the exact equipment I needed. I received by email not a quote but a 60 month sales contract and an order number. It is worth mentioning the quoted equipment in the contract was less that what I specifically requested (to make the price seem lower) When I read the contact, I inmediately declined to sign in Docusign and called back to cancel and I got a cancellation number, the person declined to send a written confirmation of cancellation. Later the same day I got a call from installation team to confirm appointment since they were not sure if it was "on hold" or not. I made another call the next day to make sure the cancellation was entered correctly (Even if did not sign the contract, I had seen horror stories of cancellation with ADT). The person agreed to provide a written confirmation of the cancellation by email within 24 hours.