Terrible Experience with ADT

Terrible Experience with ADT - Unfair Business Practices!!! As a property manager, I’ve had my fair share of experiences with various service providers, but my recent dealings with ADT have been particularly frustrating and disappointing. My client signed up for ADT Home Security in 2013, providing the service as an amenity to a tenant. The same tenant remained in the property until 2022, and upon their move-out, my client (the landlord) decided not to continue the service with ADT. After faithfully paying for ADT's service for nearly a decade, my client has been trying to cancel the service for two years, which has gone unused for two years. Despite multiple attempts, ADT has refused to cancel the service, citing the need for a PIN code that they claim is being sent to the subject property. The new tenant said they had not received any mail from ADT. We have repeatedly requested that the PIN code be sent to our property management office, which is the mailing address for the account, yet absolutely no PIN has been mailed to us. After exhausting all reasonable options, my client decided to stop paying the bill recently. Now, ADT is threatening collections and adverse credit reporting. This is a concern as the landlord has the bill coming to my address with my name on the mailing. I have called ADT and asked to speak with a manager to resolve this issue, but to no avail. The lack of resolution and the runaround we’ve experienced highlight what I believe to be unfair business practices. ADT appears to be holding my client hostage, forcing payments for a service that is no longer used or needed. ADT appears to be holding my client hostage, forcing payments for a service that is no longer used or needed. If you’re considering ADT, beware: canceling the service could be a nightmare. My client has not used the service for two years and is still being forced to pay. RUN!!!

Dreadful experience with inaccurate billing

My 2015 contract is for an initial 36 month period followed by 30-day automatic renewals with no cancellation fee after the initial three year term. I cancelled in August and got a bill for $1,831 cancellation fee. It took 2 chats and 5 phone calls to get it straightened out. It was an awful experience and enough so that I would never renew with them.

CONSUMER BEWARE

CONSUMER BEWARE! Terrible company. By reading all reviews it seems that this company should just shutdown and try again with a different culture. I am on the phone for 30 minutes trying to cancel service. This is the third time I try to cancel after agents hanging up on me. ADT Management team: if you depend on putting clients through hell to avoid churn, you got it all wrong. I doubt that anyone in this company even bother looking at all these bad reviews, but if you do, feel free to reach out so I can share more about it

WORST Experience Ever!

This company is THE WORST of THE WORST! Steer clear!!! I initially called in June to inquire about their security service. We used them over 20 years ago when we first bought our home, so I thought I'd give them another try. I was initially told by Sequetta that we would only have to pay a monthly monitoring fee of $36.59 since we were already set up and ready to go. We would also have to pay a $25 installation fee. Great, so I thought! Luis came out on June 27th and before I knew it, we were on the hook for paying for a new equipment, new sensors, cameras, and a Google hub for a period of 5 years! It was late in the evening when we agreed, but I couldn't sleep that night because of the ridiculous amount of debt we just signed up for. (Lesson learned: Never sign a contract when you are tired) I woke up the next morning and called them IMMEDIATELY to cancel the contract, June 28th. Shaun (Get names! ALWAYS take names!) said they'd come out and remove the big bulky sensors they had placed all over my windows and doors and the Google cameras and hub that I could have bought myself. (My words, of course.) Since I was within the 3 days to cancel my contract, I would be issued a full refund. Great! No one came. I called on July 1. Jackie gave me some story about having to send the cancel request to the local or regional office to have someone come out and after they remove the equipment, they would then refund my payment. July 3, still no one came. I did, however, receive a bill on July 8th! Finally, Christopher came out on July 10th. He removed the big sensors from my windows and doors, but left all the tacky tape stuck on them. Well, at least I could get my refund now. NOPE! Instead, ADT charged my account/auto-debit funds from my checking account! So, not only did these people owe me money, but they were still taking money from me! I called and called and called. Every day, there was some story about have to be approved by the "whatever" office or "whatever" supervisor! This went on for weeks! Then, they tried to withdraw even more money from my account, but I was able to contact my bank to stop it from going through! After weeks and weeks of calling and complaining and being lied to, I FINALLY received a refund on August 16th, almost 2 months later! But wait, it's NOT over... these jokers tried to auto-debit my account again on August 17th!!!! Save yourself the headache and DO NOT sign up with ADT! It's not worth the trouble.

ATROCIOUS Customer Service, Technical Support is poor.

Since the beginning ADT/Nest Home have not been able to record the videos from our home security system. We've had multiple technicians come out and phone support with NO RESULTS. It's been a month and a half, and the customer service has been atrocious. Multiple times we've been told that another technician would call back, no call received. They will not transfer you to a manager/supervisor and fail to elevate your issue even when they say they will. They don't abide by their 6-month money back guarantee, as they don't post their policy to have 3 technician in-person visits. They say you aren't stuck, but you are. I DO NOT recommend you use ADT. Spend the money and get a better customer service company.

WORSE CUSTOMER SERVICE EVER

I wish that I had read reviews before giving ADP a try. WORSE customer service ever! On August 10th, I ordered a security system for a property under construction. The sales rep assured me I could transfer the service if the system didn’t work. On August 21st, I received the system and scheduled a virtual setup for August 16th. However, during the setup, I learned Wi-Fi was required at the property, which wasn’t installed yet. I requested to transfer the service to another property, and a helpful rep scheduled a new virtual setup for August 17th at 9:00 AM. However, on August 17th, no one called within the scheduled time. I called in and spoke with a dismissive rep who incorrectly claimed the appointment had been set for August 16th. After explaining the situation multiple times, she reluctantly rescheduled for August 18th at 9:00 AM but ended the call abruptly. Frustrated with this treatment, I called back to cancel the service. Myesha put me on hold but transferred me to Jaylen in New Boarding, who had no prior knowledge of the issue. Once again, I had to explain everything from the beginning. Jaylen was helpful and gave me the contact information for account management, which I plan to reach out to on Monday. Still, the overall experience has been unacceptable and disheartening. ADT, if your calls are recorded, I urge you to review my interactions, particularly with Myesha and the previous rep. I hope you address your customer service issues promptly to ensure better service in the future.

The worst customer service

The worst customer service. Do not trust any sales representative, lots of hidden fees. Even if you paid off the equipment, it will be factory-locked and only work for ADT. They don't care about you and your safety. This company believes "Money above customer".

Think twice for having ADT as your monitoring service …

Recently with any issue I have there are trying to charge me . Most of the wireless sensors I have not working properly and in order to receive an in person service at my property, they want to bill me a service charge. I really don’t understand what’s is the monthly charge for? Even though when the alarm goes off , no police dispatched or not calling home to see if everything is ok. And again asking for fixing the issue , they want to charge extra. All they can provide is a virtual service. They are only willing to send the parts and guide you over the phone to install on your own. ADT is a ripoff with no service Very embarrassing and disappointing

Absolutely a terrible company

Absolutely a terrible company - don't use ADT. As a customer I called to cancel (moving), got transferred 4 times and they would not listen. Kept trying to sell me another service - all I wanted to do was cancel. I will NEVER use ADT again in any state. Very unethical.

Real Geniuses

My mother had ADT and passed away. I sold her house and canceled the service by phone with ADT. They continue to send text and mail about late payments. I have spoke to them on the phone to make sure it was canceled and they said that it was. Guess what, the geniuses at ADT continue to mail and text about late payments. I have never dealt with a company so STUPID in my life. I am not sure if there customer service people are from another country or another planet. American companies need to bring customer service back to the USA. I pay in US dollars and expect service in the US.

Poor customer service

Poor customer service. Provided incorrect information. Agents were very fluent in doubletalk.

Goodbye ADT

Have been a customer for 30 + years. Called to cancel and remove equipment. Was told service would be deactivated, but I could just leave the equipment for the next homeowner. I told them I do not advertise for them and that I wanted the equipment removed. Had the entire system updated about 10 yrs ago...control boxes and all kinds if wires installed at that time. Cameras never worked about 3 months after installation. Anyway, was told if it was that important to me I could remove it myself. I asked to speak to a supervisor and was told the same thing. I have no idea on how to remove all that crap!!! And as a "valuable" customer, when was ADT going to inform me that they were hacked on 8/4/24 and that my info my have been compromised. Monthly charge just went up almost $10 without any notice. Glad I am no longer a customer!

We got the system maybe 2.5 years ago

We got the system maybe 2.5 years ago. We switched internet providers and the system never worked again. We made multiple calls with the system not coming back online. So ADT said a technician will have to come out to fix it but there’s a very pricey fee for the technician to come out. So we passed and are now looking at alternative security options.

Stay away from ADT

this is the wrost company for customer service. They were very attentive until I paid everything on their ipad. after that. everything fell apart. system doesnt work properly, no way to call them and get this done and charging em everytime someone comes to review

ADT no 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 ATD PAD HAS NOT WORKED PROPERLY FOR OVER A YEAR BUT I STOPPED CALLING ADT BECAUSE YOU GET TIRED OF THE REJECTION FROM THE REPS! THE ENTIRE STAFF SUCKS AND PRODUCT SUCKS Y'ALL NEED TO REALLY GET IT TOGETHER BECAUSE THERE IS 000000 TRUST!!! CAN'T BE TRUSTED!!!!

I would not recommend it

I would not recommend it. The customer service is horrible, and they make it impossible to cancel your subscription while increasing the charges every month.

Dear ADT Customer Service,

Dear ADT Customer Service, I am writing to express my dissatisfaction with the process I have encountered while attempting to cancel my ADT service. In June, I contacted ADT to cancel my account due to moving. I was informed by your representative that, as my contract had ended, the cancellation would proceed smoothly. I was also advised that I would receive a final bill within 2-4 weeks and that any charges for the next month would be credited in the final bill. However, after two months, I had not received a final bill. I called customer service and spent four hours speaking with various representatives, but I was unable to get a clear response. Despite my repeated requests, I have not received any email confirmation of my cancellation. Additionally, no one has addressed the issue of the credit for the two months of charges after my account was supposed to be canceled. This experience has been extremely frustrating, and it seems that the process of canceling an account is unnecessarily difficult and inefficient. I hope you understand that promoting a culture of fear around cancellations is not a sustainable business practice. I request immediate attention to the following issues: Confirmation of the cancellation of my account. An updated final bill reflecting any credits due for the charges after my cancellation request. A clear and concise resolution to this matter. I expect a prompt and professional response to resolve these issues. Thank you for your attention to this matter. Sincerely, Nima Shafiee

The worst when it comes to helping…

The worst when it comes to helping customer with a problem. Went through all the troubleshooting on the online app to no avail. Wanted a tech to come out and assist us with the problem and won't send anyone out until they remotely do the troubleshooting with someone on site. They sure don't have a problem raising rates though. Can't wait for this contract to expire.

Horrible company

Scammers. They lied and renewed the contract on their own without my consent, withdrew money from my bank 4-5 times a month, and different amounts that were not agreed upon!!! I had to block my automatic payment. They blatantly lied that they upgraded the system in the house when no one was home for 2.5 years, and I was in another state with my dying mother. My house was robbed twice, and the system did not work, the police fined me $ 50 for each false call. Blatantly lied that I signed the contract for another 5 years, and renewed it on their own without my signature and consent. Several days on the phone 4-5 hours with ADT. I received bills for five years and fines without signing any agreements and contracts. It was a real mockery. If it were not for the help of my lawyer, I would not have been able to put an end to this lawlessness and mockery. AVOID THIS SCAM COMPANY.

Not a company I would recommend

I will go out of my way to never use ADT again. After being a customer for 5 years I was moving and contacted them on 6/2 to say I was moving at the end of the month. I was told that that department was closed but that a note would be put in my account. Two weeks later I called for another reason, and reconfirmed the move, at which time I was switched to accounts to confirm. The new owner assumed the account in July. ADT insisted on billing me for a half month of service (that is double billing for the same address) because I failed to notify the correct department within 30 days; so while they had the note in my account, they would not "count it" until I had talked to accounts. They were "powerless" because that is the rule. I had some complaints about the quality of monitoring before that; they failed and cost me money in other ways, but this was the icing on the cake. What a moribund and stupid company; they have lost my business.

My contract was switched from Alder to…

My contract was switched from Alder to ADT mid July. I had trouble with a sensor and was scheduled for a service technician today between 12 pm and 4 pm. When I had not been contacted by 3:50, I called the customer service line and the person who answered asked me to hold while she contacted the tech to find out when he would arrive. After being on hold for 5 minutes, she came back on and told me they could not locate the technician and would I like to schedule for tomorrow between 8 am and noon. I told her that, no, I had waited 4 hrs today for a tech that they could not locate and I wanted a set time for 5he service to be done. She told me she could only give me that 4 hr window. Thanks but no thanks, and if this is the kind of service I can expect from ADT, I am looking for another alarm company and will be switching ASAP.

Really wanted to put a 0

Really wanted to put a 0 . Worst company to deal with. Wants you to work on their equipment while they set on the phone. Their censors are the worst.always something wrong . Right now I have 3 that are not working. Called to have someone to come fix the problem. They want me to pay 59.99 for their technician to work on THEIR equipment. Customer service is awful . Will actually hang the phone up. I would NEVER recommend this company RUN ! They put you in a contract and then if you want to cancel it will COST you. Better pay HUGE attention to what they say and what they actually do.

The company is garbage their while…

The company is garbage their while thing is to get you to sign the contract then provide no to the worst customer service known to man if you run into ADT run the other way it's a SCAM

3 False alarm on Carbonmoxide Alarm at…

3 False alarm on Carbonmoxide Alarm at the same time, and fire department was called and it was false alarm, and after 10 days waiting for the technician, and one hour before the appointment time, just got a call for another extension for a week to show up. So I called 1866 764 2465 and I told the person I would need to cancel if this is the way treat the long time customer, and her name was Tajgria, and went to account manager and asked sooner schedule within 3 days, not for a week. At least she had some sense to deal with the issue, and reasonable. ADT has a long way to go.

30 years

I have been with ADT for 30 years. I scheduled an appointment well in advance. A representative contacted me the day before my appointment. The next day, they did not arrive during the allotted time. I had to call, and I was told that tech was unable to arrive until the afternoon and would need to come another day to complete the installation. I received a call from the tech, who said that he could not complete the installation and would need 8 hours to perform the job. After I insisted on service, the tech complained about management and how he could not work past 4:30p.m. After my conversation with the tech, then I received a phone call from another person indicating that I would not get the installation completed and I would need to reschedule! I am disappointed by the service and the consistent back and forth and no resolution. I still do not have a rescheduled appointment. I was told by another representative that they can give me 20% off for something, not sure what that is referring….