Ongoing Monitoring fees for equipment still in its package. Sad.

This company can improve with a very humane customer service and having physical offices in places where they offer services. It’s not fair to tie someone to a contract that one didn’t get to read over the phone. Also, if a service is not connected by the customer, do not charge for it. I am having trauma each time I see the ADT logo. I am still being charged for monitoring for a security system that’s is still in its package. Customer service has blocked my online chat, and phone calls. The service agent who sold me the equipment via phone and I signed up, was very professional and I was convinced. Life is all about building relationships. ADT gives me serious anxiety. I am willing to keep paying for the equipment, but not the monitoring. ADT agents forced me to keep the equipment well past the one month period. I called ADT several times before the return date expiration, but the agents encouraged me with points/credit, that I was even unaware of. Two days after expiration, they refused to take it back, citing a contract. The mental toll it has taken on me is hard. Please be HUMANE. Thank you.

ADT Alarm malfunctions almost every…

ADT Alarm malfunctions almost everyday waking me up! So over it all

Horrible experience

My experience with ADT and my outside cameras has been absolutely horrible! I would not recommend ADT for anything. If you're considering them, think twice and look elsewhere.

ADT are blood suckers for every dime!

We signed up for ADT several years back. The service was decent, but the customer service was absolutely terrible. That is unless you requested to cancel your service. We have two elderly people living with us that we care for and they are always walking out to the back patio to relax outside from time to time and they are not capable of deactivating and reactivating the alarm without setting off false alarms. So, we decided it would be best to just cancel the service and put in our 30 day notice as required by our contract. In doing so, ADT fought tooth and nail to keep us as a customer by offering us free months of service, credits, and discounts. We explicitly told them we do not use the service and won't be doing so even with any credits, but their customer service representatives told us that they would just activate the discounts/credits/free months to give us more time to see if we could make it work. We explained to them our situation and that there was no way to "make it work". Their answer was for us to just take the credits, since it's free service, and just call back near the end to cancel then. We told them we just wanted to put in our 30 day notice to cancel, but, instead of constantly fighting, we took the free months/credits and waited until just before they ended and called back to finally. We were met with more offers to extend the service for free for a month, two months, three months, etc. We told them we did not want the service, would not use the service, and absolutely wanted to cancel. After an hour of battling back and forth with the "manager", she said, that she would cancel our service, but we had to pay one final month of service because of the 30-day advance notice policy. I explained to her that we gave our 30 day notice months and months ago when her colleagues were throwing free months and free credits at us like confetti, but she said it didn't matter and that we owed it because the 30-day notice resets every time they give us a credit or free months of service. I asked to speak to her supervisor. She argued back and forth with me stating that she was the "manager" as if there was nobody above her, but, eventually, reluctantly said, "OK, let me put you on hold so I can escalate this to my supervisor." I waited for another 20 minutes only to have her get back on the phone with me to say, "I escalated this to my supervisor and they said that there is no waiving the final payment of service since we gave you all those free credits." Frustrated that I had wasted so much time with this situation already, I ended the call. Obviously they will end up stealing their last pull of cash from us since we have no recourse for such a small amount of money, but I hope, at least, this review will reach other people to warn them away from ADT. They are not trustworthy. They are deceptive. And, most importantly, they do not care about their customers, but, rather, only their bottom line profits. Once you're connected with ADT, it's an absolute battle to disconnect from them. My advice is to stay far away from them.

34 year customer

We have been with ADT for over 34 years. We are a retired couple on a fixed income. I recently installed an alarm system to try and save some money. I called to cancel, and they say I am under contract until June of next year and that we owe close to $300. Last time was talked to ADT we thought we were on a month to month contract. I talked to several people in billing, and none of them said they could do anything to forgive the charge. In the last 34 years, we've paid ADT over $20,000. I am amazed at how heartless this company is. I would strongly recommend using a different company when it comes to security.

One of our detectors gave out

One of our detectors gave out. We were on the phone for hours with their offshore customer service which is the pits. They got a callback number wrong then blamed us for not answering when they called us back at the wrong number. After the third time I had to call them back I asked to speak with a manager or with someone locally and both requests were refused - one time they just hung up on me. Problem is still not resolved

I paid $1,000 for a complete security…

I paid $1,000 for a complete security system that I never received and I just keep getting the run around! This is unbelievable!!!! This is the worst experience I’ve ever had with a company, much less one so well known. Do not make the same mistake as me! They are incompetent and they keep redirecting my call! Hours later and no solution!!!!

ADT uses spam email

ADT uses spam email for advertising

ADT is the biggest scam out there

ADT is the biggest scam out there! They will rip you off and leave you with a system that half works. They send their contractor "safestreets" to your home and lie to you to get you to spend more than advertised. It is classic "bait and switch". Even ADT corporate said they are overcharging. Try calling their customer service and you will wait on hold for 30 -45 minutes plus. They don't care less once they sign you up! Do yourself a favor and go with another company. ADT Safestreets is the worst and nothing but a scam!!

It is impossible to talk to a live…

It is impossible to talk to a live person at ADT customer service. They put you on a "live chat". this person sends you to another dept chat and you have to repeat all the info again. There is never anyway to talk to a person to explain. somethings take to long to type out. I have never had such poor customer serviced from such a large company. I am changing my service provider.

Misleading Contract and Poor Customer Service

We signed a 36-month contract with ADT, yet when we called to cancel, we were told the contract extends until 2026 (another 2 years). No documentation—ours or theirs—shows a contract longer than 36 months. The customer service representative claimed there was a verbal extension for an additional year, which was never mentioned during our contract signing and is untrue. When we tried to escalate the issue, we were told a manager would call us back in three days, but we’ve had no luck resolving the situation. Be cautious when dealing with this company, as their customer service and cancellation processes have been frustrating and unclear. Additionally, their technology seems outdated, and the service does not seem to match the premium prices they charge.

ADT Customers...Especially Sr Citizens

BTW...HOW COME HARD WIRED SMOKE ALARMS DIDN'T WORK WHEN MY OFFICE WAS FULL OF SMOKE? BATTERIES ARE A BACKUP IN CASE THE POWER WAS OFF! EXCUSES EXCUSES ...YOU THINK I AM A STUPID SENIOR CITIZEN! WRONG! UPDATE: I have REPORTED ALL OF THESE ISSUES SO MANY...MANY TIMES...AND YOU STILL WANT TO RUIN MY CREDIT BECAUSE I REFUSED TO PAY THE MONTH IN ADVANCE, EVEN THOUGH YOUR SERVICE COULD HAVE GOTTEN MY HIUSE BURNED DOWN ...and you never attempted to assist in ANY ISSUES! SHAME ON YOU! ADT Customers...Especially Sr. Citizens! Are you aware that after 5 years, your SMOKE ALARMS MAY NOT WORK? ADT Installs Smoke Alarms THAT are JUST LIKE WALMARTS or TARGET! They are YOURS...Your have paid for them... ****AFTER 5 YEARS...WITHOUT ANY NOTICE FROM ADT...DID YOU KNOW, YOU NEEDED TO CALL THEM AND RENEW THE DETECTORS? #1...UPON INSTALLATION, I WAS NEVER INFORMED OF THIS.... I JUST RECEIVED AN EMAIL FROM ADT IN THE LAST WEEK OR SO (A MONTHLY NOTIFICATION!) THAT SAID MY SYSTEM WAS STRONG AND WORKING FINE! If you are not home, YOUR WHOLE HOUSE CAN BE ON FIRE AND BURN DOWN in minutes! ADT JUST TOLD ME IT ONLY TAKES 11 SECONDS FOR A ROOM TO BE ENGULFED IN FLAMES! ***IF YOU ARE ASLEEP IN BED...YOU AND YOUR WHOLE FAMILY COULD LOOSE THEIR LIFE IN MINUTES! BECAUSE YOU ARE SUPPOSED TO CALL IN AT THE FIVE YEAR MARK OF OWNERSHIP...AND RENEW THEM...BY HAVING A TECHNICIAN COME OUT TO REINSTALL NEW ONES...of course..AT AN ADDITIONAL CHARGE! YES...MAYBE BEING DRAMATIC HERE...BUT ONE COULD DIE...THINKING THEY ARE PROTECTED BY ADT...AND THEY AREN'T! ADT ONLY WANTS $$$$...$$$$...$$$$ THAT'S ALL THAT MATTERS! 09/04/2024 Reading the response... I had not commented above on having spoken with ADT's Tech. Support... I felt more or less I was being dealt Elder Abuse. I canceled this wasteful service yesterday.

We have a glass brake sensor that was…

We have a glass brake sensor that was indicating it had a low battery reading. I couldn’t remove the cover so I looked for a YouTube video to help me since the technician never gave me the manual information on the Honeywell sensor. I still cannot remove the cover. Spoke to four people at ADT. It took an hour and a half. They wanted to charge me for a visit. It seems they Use inexpensive or inferior equipment. This is not the first time I’ve had difficulty with their sensors. This Glass brake sensor should easily screw the top off so you can Install a new battery. The issue was not resolved.

ADT customer service

ADT no customer service, the reps are extremely RUDE!!! HOW DO YOU STAY IN BUSINESS WITH THE LIES THAT YOU SELL TO THE CUSTOMER'S???? OVER BILLING HARD TO CANCEL SERVICE CONSTANTLY BEING TRANSFERRED INSTEAD OF ANSWERING QUESTIONS, WATCH YOUR BILL...MY garage door feature hasn’t worked in over a year and I refuse to pay my bill until my account was credited for that feature not working. I got the runaround multiple times with no one fixing it causing my bill to go to collections because I refuse to make a payment on something that I am paying for and it wasn’t working properly. this business is just money hungry if you can please stay away and find a alternative security service.

Very Poor Mgmt for Hiring

Sarasota florida mgr put me thru over 45hrs of Learning Modules 12 certifications,increasing my insurance by $2,500 ,bought pants, specialty tools ,i did everything they ask in record time ,for nothing The mgr Issac knew they had very little work and i learned he never wanted another trainee that he was told to get one so i guess he thought it was ok to look me in the face and lie and waist my time ,6 weeks and only went out 3 times and he didn't even have the Decency to just let me know the truth no contact and no explanation sad way to do business. Totally not Recommendit at least not that location Sarasota and Ft Myers Florida he has both.

Do not signed with ADT

Do not signed with ADT. I could give them less than 1 start. They are scam, they say one thing to enrolled you and then got you on a contract for 3 years.

RUN far far away

I wish I had read these reviews before having this equipment installed. It shut down the same day it was installed. I called, was on the phone for an hour with a customer service rep who said she couldn't even see that my equipment had been installed. She made an appointment for me for the next day. No one showed up. I called and was told that no appointment was showing up, and that the next available was over a week away. After much back and forth, I told them I wanted to cancel and be fully reimbursed as I was within the three day period. I have received multiple docusign documents asking me to sign up for service. The last one includes a cancellation notice, but it won't let me access it...just the signature line signing up for service. This is no way to run a business - it's been one blunder after another, and I seem to receive different answers from different people. I suspect that they will drag this out until I'm out of the three day period so that they can keep a portion or all of my money. The absolute worst experience and I have been a "customer" for less than two days.

HAVE ADT HOME SECURITY SYSTEM AND VIDEO…

HAVE ADT HOME SECURITY SYSTEM AND VIDEO CAMERAS FOR THE PAST 9 MONTHS. MY BIGGEST COMPLAINT IS THE POOR QUALITY OF THE VIDEO CAMERAS, AT A WIDE ANGLE THEY ARE PASSABLE, IF ONE NEEDS TO ZOOM IN TO GET A CLOSER SHOT OF A FACE OR LICENCE PLATE AT 25 FT. FORGET ABOUT IT. THE IMAGE IS TOTALLY OUT FOCUS SINCE IT LACKS RESOLUTION . WASTE OF MONEY AND WOULD NOT HELP POLICE TRACK DOWN A SUSPECT. NOT WORTH THE MONEY SPENT. BEEN TRYING TO RESOLVE WITH ADT, BUT ITS LIKE SPEAKING TO A ROBOT. TOTAL WASTE OF MONEY.

ADT NEVER AGAIN !

I WAS a long time customer of ADT...almost 14 years...but NEVER again! As part of the divorce just this past spring, we had to sell the house, and I was left with a $1200 equipment bill (which I paid) and a $1498.77 remaining balance on my service contract. After no less than 5 separate calls to ADT, each of which ended up in their representatives: Juan, Claudia Ramirez, Nelson, Chelsea, and Janice, they all assured me that I was not going to be billed until I started service in my new home. Well, on August 17th, ADT charged me the full amount. I called and spoke with the Account Manager Janice, and she referred me to the Billing Supervisor. They informed me it was their policy to charge the service contract balance unless service is restored within 30 days. I still have not found a home to have the service. They would not reverse the charges. I never disputed that I owed the $$$, it was asll about I was told no action would be taken until I got into my new home. Billing told me that ALL the previous folks were wrong, but they were not going to reverse the charge at this time. If thats how they treat a person who has been with them for almost 14 years, and who has just gone thru a horrific divorce...they have no compassion... its always about the money. I will NEVER USE ADT AGAIN and I URGE YOU TO CONSIDER USING SOMEONE ELSE.

Buyer Beware

I cancelled my service last month before then next billing for the month of July due to poor equipment and equipment failure. They still charged my card after the service was cancelled, and later informed me I would have to wait for a letter in the mail with instructions how to cancel. It's obvious they are about fleecing the customers, not providing security services that work properly. I just got an email from ADT indicating my card declined; they actually tried to bill me again, even though I informed them to cancel -- twice. Fortunately, I changed my credit card, so they can no longer bill me and disregard my cancellation!

GREED

Deserve 0 stars. Customer services is disgusting. They are very rude, short tempered, and very bothered when you have an issue they have to resolve but have no problem collecting money. You get passed from person to person to repeat yourself over and over and still get nowhere. The frustration of explaining yourself to more than 4 reps is beyond ridiculous. They withdrawal about $1900 from my account for non payment for "equipment" unexpectedly. However, they are withdrawing a service fee monthly. I called and they claimed I have balance of $400. Apparently they were not withdrawing for the equipment and I over looked that. My bad my fault. Life happens and I'm sure we all have over look a bill. They charge two different bills to cause even more confusion instead of one bill with everything. I made a payment to have my service reinstated and was told someone had to come and check the equipment and reset everything before they can process my refund. I was a bit confused at that point because I was not aware the system was even off. Apparently it was done remotely on their end. So I'm now more confused why they couldn't reset the system on their end? I was not home so I could not book a virtual appointment. I scheduled the face to face appointment which was scheduled for Monday, 4 business days later. I got off early from work that day and called to see if I can book a virtual appointment. Again was passed on from person to person repeating the same thing for about 1.5 hours just for someone to come on and say the virtual department was closed . When asked for the closing time she said 10 pm. Mind you I was on the phone with them since 8:15pm. It was 9:45pm when she said she think they are closed. When ask If my refund can get process since they didn't have any appointment available right away I was told to call account management to see if they can expediate my refund and she would put a request to process my refund. The rep called me the next day to try and get me an appointment but unfortunately I was at work and could not do a virtual appointment at that time. She gave me a direct number for the department and I was told to call later if possible. I got off work early and called just to be told nothing was available until after my face to face appointment. I kept my face to face appointment. A tech came to check the equipment and demanded for another payment so they can reinstate the services. I explained I made a payment. He explained they needed to collect for the first month. Anyways I paid the service fee because I need them to refund my unexpected $1900 withdraw. They than said I have to wait 7 to 10 business days for a refund because they couldn't see where the services was reinstated. Well there is a process to refund but not a process to withdraw from customers account? I had to explain to them a technician came out and reinstated the services since Monday morning. I was transferred to account management since representative had an attitude and was unable to care to assist me. I spoke to Susan and she said it would take 3 to 5 days to process my refund. I explained how they have caused my bank account to go into overdraft and was being charge extra fees and causing my scheduled payments to be rejected and returned due to their unexpected withdrawal. They have created so much unnecessary chaos and still no resolution. Susan tried to sympathized but I can sense it was not genuine through the rudeness in her voice over the phone since it was my fault for not making a payment. It's very unfortunate life happens and we all don't have money sitting in our accounts to be withdraw any time these companies feel like it. I decided to give here a chance to help. Susan assured me she would get back to me within 48hrs. It is Wednesday evening and no follow up or update from Susan like promise. So I called to get an updated. 48hrs later still my account does not show the reinstatement of my services nor a refund in progress. I requested to speak to Susan since she would be familiar with my account. She got on the phone with an attitude and stated my account was not reinstated. No refund could be process until the system reflected the reinstatement of my services. I questioned how long does it take to activate the account especially when I receive service more than 48hrs ago. I explained the chain of effects this was causing but no one cared. What a shame. I have been with ADT for 9 years and totally regret it. Loyalty means nothing anymore. Greed and collecting money is more important than customer satisfaction. ADT is over prices, greedy and willing to get money no matter how customer is affected. Kayla, who is above Susan ask me to wait again and she will reach out within the next day or two. I guess this is the end road for me. Totally not worth the aggregation and headache. Be aware they only want the MONEY.

The absolute worst

They do not give a damn about their customers. I’ve been one for 30 years. They lie. They overcharge and they refuse to provide decent customer service. I beg them, I call and sit on hold (as a vip customer!) I ask for call backs from managers and they don’t call, they have become a nightmare if a company. Unfortunately I have a many thousand dollar wired system and changing isn’t so easy. I guess that’s why they feel it’s ok to treat me like garbage. Update - they responded to this message and asked for the details of my “frustrations” and my contact info. They said I would be contacted by someone in customer service. This absolutely did not happen and I am not at all surprised. IT HAS BEEN A MONTH SINCE THIS REVIEW AND THEIR PROMISE TO CONTACT ME. THEY STILL HAVE NOT DONE SO. THEY ARE EVEN WORSE THAN I HAD THOUGHT. Two months and no contact made, so clearly their reply to this was bogus and just for show. Please don’t be fooled

Horrible, Horrible Company

Lies, lies, and more lies. I tried to cancel after 6 months and was told I have a two-year contract. So I paid the bill for another 18 months. Today I called to cancel and they told me, "Sorry, you have a THREE year contract." Huh? Do not do business with this company under any circumstance. I won't even go into the BS the CS rep said.

THIEVES… you will need a security…

THIEVES… you will need a security company to protect you from ADT I moved from Louisiana to Texas in April 2024. I called ADT to see how to manage my move. They gave me the option to transfer my service and that if I chose this they would waive my fees. The only catch, I would have a 30- day deadline to set up my smart monitoring equipment myself in Texas. When the equipment arrived, it was very easy to set up but there was a clear bug in my ADT + app. It took hours of chats and phone calls to find someone who would listen to me. The majority of the reps gave me a canned answer referring me to the instruction manual. Finally, someone listened and found that there was a bug in the system and escalated my case to the engineering department. The app was fixed and I could use my system but this took almost 30 days. The next month I was charged 2 bills, 1 for Texas and 1 for Louisiana. I called ADT. They explained that I needed to wait 30 days before canceling my LA bill. The next month, I got charged 2x again. I called they said “you need to call this number and cancel your LA services”. I called that number and canceled the LA service. Guess what the next month I got 1 bill for Texas and charged a whopping $1319.36 bill for LA. I called and was told that it was a mistake and was assured that the $1319 would be refunded. I asked for this to be followed up in writing and was told that they can’t do that but not to worry, the call was being recorded and that was serve as my protection. Then I get an even whoppinger bill of $2900 out of the blue! I called and they said, “oh do t you worry about that bill! We’ve waived it and btw… you’re welcome, wink wink!” Now this new imaginary bill of $2900 is what they credited but have gone completely back on their word to refund the $1319. I asked for the call record mentioned earlier that would serve as my protection and was told I needed a court order. Good grief! What a relief it is to break ties with this corrupt company. If you choose to do business with ADT- do yourself a favor and hire a security company to protect yourself against them. They will rob you blind!

Terrible support and customer service

After having my security system installed the doorbell stopped working. Called the installation company and my installer was no longer there. Their warranty ran out after 3 months. I was informed to call ADT directly. On a phone call the instruction was to remove the doorbell from the wall. The tech person neglected to mention that there was a small wire that will break when performing this action. It broke and I was left with paying $190 for a new doorbell that was only 4 months old. To have someone come and install the new doorbell it is another $99. However, they will do a video call for installation instructions and if it breaks it is covered under warranty. This company expects novices to do their trouble shooting and if it is done incorrectly, well too bad, shell out hundreds of dollars. This is the worst customer service I have ever experienced. Pathetic excuses and passing the buck for blame. Literally. I am not feeling secure with ADT Security.