Chaos and Total Incompetence at ADT

First, they no longer send a technician to fix system problems. Instead, they send a part to the homeowner in the mail and send the homeowner up a ladder with a screwdriver in hand. Then, out of nowhere, they cancelled our account and charged us $1,000 twice in a month without our having instructed them to do so. The second incident took place while we were travelling, leaving our house unprotected for two weeks. Supervisor says he has never seen this in his career, meanwhile happened to us twice within a single month. Anyway, added to the interminable phone waits for service, the getting passed around between inept service reps and powerless departments, and the constant incorrect billing statements, this is a company that should be avoided by anyone who values their time (indeed their sanity) and wants a competent security vendor. This written while my spouse has been in ADT phone Hell for 1 hour 9 minutes.

The WORST company I have ever had to…

The WORST company I have ever had to deal with. I have been trying to cancel services for a year! Every time you call you have to be transfered 10x before getting someone who can help you then each one tries to offer a new rate to get you to stay but then they never actually send you anything confirming the new rate. Finally sold the house that this system is at and I'm canceling and it's been a nightmare. Was told a week ago that they would cancel it and I was never told about a cancelation fee. 3 calls later and I was finally told that if I pay the fee I'll be done. Fine, I paid it. I swear to God if this crap isn't canceled by the end of the week when this payment posts I'm going to stop all payment with my bank and contact a lawyer. I hate this company. They make it impossible to reconnect the camera to internet often telling me to switch back to the old internet provider or change my password back. We pait 1300$ up front and every year I swear our rates rise. I would not even recommend this company to my worst enemy. False alarms happen all the time and are impossible to fix, the batteries in the sensors stop working all the time, 3 different apps and websites just to access your information. Cameras are low quality. Don't ever go here

Talk about a rip off company/Auto Responses are Just as Terrible as the company.

Talk about a rip off company. It has been over two years since the salesman was here that sold us the contract and the equipment. My wife and I told them that we wanted to pay for the equipment and really do not need the monitoring system. We were told that we would have to have the monitoring system for 2 years. We agreed to having them install the equipment and we paid for the equipment in full. The salesman new upfront that they sold us a bill of goods. I talked to a ADT representative today that told me that they only have three year and five year contracts for monitoring. He told me that we signed for a 5 year contract. I tried to tell this guy that is not what we were sold. He became very rude and said you had the chance to read the contract you signed before you signed it. BEWARE OF ELECTRONIC SIGNING ANYTHING AFTER INSTALLATION!!! What the sales team sell you and what you get baited into is two and a half times longer. The representative hung up on me before I could ask to talk to a supervisor. I can see that ADT is down to a 1.2 Rating from 143 reviews today. I think it is time to bring up a CLASS ACTION LAW SUIT. Your response is not accurate in any way. Your sales people tell you they can get it set up for a 2 year monitoring contract. We are past the 2 years. The sales people know that you have no choice but to sign the contract that comes in as they have already installed the equipment that we paid in full, up front. THIS IS A TRUE BAIT AND SWITCH!!! We do not owe a thing for your equipment.

ADT has changed...for the worse

This is an absolutely truthful review to do plenty of research before choosing ADT. There are so many loopholes, deceptions, trouble and hidden problems with this security company that can be totally avoided by choosing another. The fact that they partner with Google is a major monkey wrench and needs to be recognized before handing over any information much less getting a quote. Honestly the big tech Giants should not be partnered up with the security companies especially when they don't cooperate with each other or their clients. ADT will treat you like a nincompoop who has no rights nor voice, and too soon you get tired of how hard you're trying and give up. This is what they want. It needs to be said the technicians are often misleading as well as late, they will make a consumer wait past the of the service call window, then show up and be antagonistic and intimidating. ADT won't do anything about it and their partner Google won't help you if you have any technical difficulties or are locked out of your Gmail accounts. Get Gmail out of this. ADT lies, and Google will ghost you just the same. We have no problem mentioning company names as they are implicated in this and this is a terribly truthful review. Plus if an existing customer chooses to have further cameras even if they're the portable indoor type they're very expensive. With Google involved I would not trust them at all with seeing eyes on our personal property, and both companies will perceive you as being a million miles away from them. This is the virtual but actual reality for a customer. both companies have a great clean and crisp visual appeal, but you need to be willing to spend days of your time just trying to be treated fairly and honestly, only to fail then give up. ADT Control Panel thru the digital app or personal console are useless, where the customer cannot see their cameras the way they're used to in the Home app and this is suspicious itself. The technician does not originally explain any of this conundrum fusion of digital identities between the two companies, or how it can leave that prospective customer. ADT/Google do not collaborate with each other nor band together to help the customers, and Google evidently sees their properties better than you they do. Even if ADT succumbs to your diplomacy to get to the issue and correct it they will claim to transfer you to a Google representative who then drops the line, and there are no call back. Isn't that nice? If anything happens with your Google account be aware it will foul up your ADT flow oryour control over how you use it, and have eyes over the system you thought you paid for. There's too much misinformation and Digital Age overlordng to get any hopes up over ADT, who seems to have given up their own soul meaning integrity and productive usefulness to Google. Sad. It's like the same ulcer with Google, ADT buys you and bends you to their will in a sickening situation. The security company does not care if you cannot see your cameras anymore.

ADT plus is the worse security system

ADT plus is the worse security system, they have over charged me multiple times. They try to say I'm past due even tho I have automatic payments on and then take a lump of money out of my account. I called multiple times to get out of this horrible service and they tell me only way to cancel is to pay the whole thing up front! I was promised wireless cameras that would last up to 6 months they last only 24 hours!! I was told they would send me new ones..still waiting a month later....they promised me a 2 month credit after taking out over a hundred dollars. 30 days later they are saying I'm 90 plus days past due and are trying to charge me over $200!!! This security system holds you hostage and then over charges you! And it doesn't even catch anything I had my car tampered with 2 times and the camera points right at it and never caught a single thing.

There is NO WAY IN THIS WORLD I’d ever…

There is NO WAY IN THIS WORLD I’d ever have ADT again! I was a customer of theirs from 2016-2023 as an adult, and my mom had them for my entire childhood. I sold my house last year, and cancelled my plan with them, as I was going back to renting again. They continued to steal money from me after my end/cancellation date, and made it BEYOND difficult to get not only my money back, but my cancellation honored! I’ll never use them again! Which is a shame, because I had every intention of using them again once I purchase another property. But not any more. I’ll find another security company with less devious practices. I’ve told everyone I know to not use them as well! Never ever again! If I could give NEGATIVE 20 stars, I would!

System never worked

System never worked. Charged us 850.00 the first month because they kept sending techs that knew nothing to fix. They put in a ethernet line that took down our business internet. Tried to cancel in the first month. Then discovered it was not 50.00 a month but another 150.00 for the video! Never told ... never given a contract! They broke our door. We just want cancel with no penalties.

i worked with ADT and it looks like…

i worked with ADT and it looks like they are hungrey for busniess, they try to renenw the contract in a very tricky way. i do not trust their sales people. just be careful when you sign the contract. I will not use them any more. Be careful with the sales people

Stay far away from ADT

Stay far away from ADT! I had their system at my old house and transferred it to my home in 2021. I had 2 control panels installed. One of them never worked and had to be returned and I decided to keep just the one. The new system was supposed to be integrated with Google Home but when the tech arrived he said it would be a few months before the Google connection was in place. It took 3 years for them to get Google in place and even then it doesn't work right. If you have an issue with their system that they installed and that you pay equipment fees and monitoring - they still charge you to get a tech to come out. I am in IT and am 100% knowledgeable on tech, especially Google tech, and their stuff doesn't work right. I tried to just cancel the service, knowing that I had to pay for the equipment, but they want to charge me $1k to cancel monitoring when their stuff doesn't work the way they say it is supposed to. It is all such a scam and I wish I would have never gotten involved with them. Do yourself a favor and get Ring or SimplySafe and you will be much happier. Messed up crap of a company.

Must be automated responses!

Date of experience, who the heck knows. Every time you complain with no response is a date of experience. Well this is pretty much what I sent again to the address she sends all of us. This time we sent the recording of one of many mentioning how they get confused. Again, they do not reply. They are just sending us in circles. There should be enough here giving me reasons to cancel and to notify the credit bureau on what they are doing. This was the third response to always there at adt and of course no answer. lol You think we will get the same response, sorry to hear about your problem. Please send bla bla bla to alwaysthere@adt! lol Below was sent on 6/8/2024: This will be my last time. In my complaints with Trustpilot along with 4,000 plus other complaints I was mislead. I'm not going to go over this again. Read Trustpilot, there's more than enough info for you to get my point. In fact she said to reach out to this email we were given and I said we did, but her answer is always the same. I couldn't send copies of my conversations thru Trustpilot, they are not set up for it. I was lied to like all the others when the installer came to the house. I mentioned to the woman on the phone about the thirty days and she said it's three days, they get confused. That's my proof right there and probably for the thousands who complained who don't have recording software. You will find this part at 16:38 in the conversation. All conversations are recorded as all my conversations in my business. When dealing with people on the street my iPhone has a recording app. that records conversations in person. I have attached one of the phone recordings where I'm told the installer was probably confused when he said thirty days. Also mention was on the night of the same day he started there was no one around so I left a message on his phone to cancel. It doesn't matter if he erased it because it is stored on servers for life. I want out of the contract asap, if not the best way is just another class action suit. The more we look into this the more we learn. The news interview with the BBB rating your company A+ with thousands of complaints. Now they say we don't rate from customer reviews. Wow, what a statement, how do they rate. Why is it everything is always read the contract even though we are lied to in person. It seems the only thing you rely on are contracts that people want to get out of. It's not as if you spent your money and then people just walk away. In most cases like myself, I paid more than enough. I paid more than double for my equipment, $1,700. and the install. You screwed me enough and I want out.

ADT Intrusion Alarms are a disaster

We are a community of almost 800 senior residents that use ADT intrusion alarms. We signed a new contract for 5 years and the service is worse than pathetic. The subcontractor that installed the alarms had never worked with the honeywell units and they failed to download the most recent firmware which caused major problems once the units were installed. I sincerely wish we had not signed the new contract with ADT. As the other reviewers have stated do not even consider ADT because you will be aggravated and very disappointed. The service and follow up from this company is horrible and hard to comprehend and we are a large major repeat account.

Stay away from ADT company.,,

One of my ADT sensor systems stop working causing false alarms twice during late evening. This has caused so much anxiety to our family with little kids. We called their customer support so they can come out and fix them. They told us we need to fix the issue ourselves or wait for 10+ days before they have someone to come out. This is the worst company and everyone should stay away from them.

They are the worst

They are the worst. I tried returning my equipment in the 30 day window and because the customer service person didn't connect me to an account manager, they said they won't honor the 30 day return window. Now I'm stuck with equipment I don't need nor plan to use for 3 whole years. AVOID this company like the plague!

Update to Horrible customer service

Update of review below. Following the review and my detailed info they did agree to cancel my contract and refunded some money. So that’s something positive. Horrible customer service! They expect me to fix system myself rather than send someone. No credit for downtime. I canceled service and then they cut price and extended contract. System still never worked and still want me to pay balance of new contract. After 6 years at client. Z

After being talking with Vladimir

After being talking with Vladimir, Araceli and Andres and having a chat who all told me different things. I finally requested written confirmation that my account is closed and won't be charged again. Andres told me that they can't send me a "zero balance letter stating I won't be charged again" until they refund me my credit balance of $27.16. Now I will have to follow up with them in 5 business days to make sure it is cancelled. This company feels anything but safe. Do not use them. I was sent a link to update my review. Yesterday morning I talked to a very nice agent who assured me I would be receiving and email confirming my account is cancelled within 12 - 24 hours, this gave me hope. However the time is up and I haven't received anything. Not happy!

Calling ADT for reconnecting was an…

Calling ADT for reconnecting was an experience. 4 people that I was transferred to claimed they did not have my information, so I had to repeat my information to each. And the key question that took 4 people to answer the new rate. Higher, almost twice the rate offered to new customers.

Cancele el servicio adt plus al…

Cancele el servicio adt plus al siguiente día no conforme. Entregue el equipo a fedex. Estuve pendiente q lo recibieran. Lo recibieron. Me tenían q devolver $140. Pues no. Me cobraron $40 de un supuesto prorrateo. Hice la queja. En 15 a 30 días te devuelven el dinero Irma. Pues no me cobraron otros $140 a pesar q no tengo servicio desde el u de mayo 2024. Soy paciente de cáncer y vine de PR a recibir tratamiento. Adt no sean tan oportunistas. Cancelado desde el 9 de mayo y me siguen facturando a mi cuenta si mi autorización pq solicite Bill por correo!!

The worst company ever

The worst company ever! We are moving so I called to cancel our services and they warned us we’d be billed $2,000 to cancel BUT if we transferred our services to ADT+, they would waive all of those fees (contract and equipment). We have spent 50+ hours on the phone since the transfer because they proceeded to charge our card $505.80. I was told they processed the refund and I’d receive it on Wednesday. Thursday rolls around and I haven’t seen anything. Now it’s Friday and I still haven’t seen a refund. They are a $5B company… why is refunding a current customer $505.80 (what they promised to waive and is in my profile notes) not happening. The literal worst. DO NOT get security services with ADT. Not worth it.

I wish I had read the reviews prior to…

I wish I had read the reviews prior to selling my soul to ADT. This has been a disaster since day one and if anyone ask me about them I would tell them to run for the hills because this headache ain’t worth it. I really don’t feel like going into detail but in short, ADT will cheat you, lie to you and make sneaky moves while you are obtaining your service. “PLEASE LOOK INTO OTHER OPTIONS FOR YOUR HOME OR BUSINESS SECURITY SYSTEM”. One of the problems is that ADT is cornering the market buying out other alarm companies. But listen to my truth, the most important thing is reliable monitoring and I promise that you’ll be okay with another company as long as their monitoring is solid. Trust me as a former Police Officer of 25 years, the one thing departments rely on is quality monitoring.

Worst company ever I transferred my…

Worst company ever I transferred my service to them And they are really horrible versus even old companies which I thought they were horrible. I Have to go to 3 different apps to do what i need, such as put the alarm on. Watch the door bell camera. Have a different app. Cause it's Google based and they are not even integrate it with it , as well as alarm.com. That is horrible for a company who's been business that long.

Extremely Poor Service

For a 3 month period, we paid our ADT bill on time, but we kept receiving a refund check from ADT each month in the amount of our bill. After numerous phone calls, our account was disabled. Upon trying to re-activate our account, I've made 4 phone calls, each a minimum of 30 minutes and each with a different solution. On first call, I was informed our account would be re-established within 48 hours. After waiting 5 days, I called back only to explain everything again and was told I would receive an email link to re-establish the account. Not receiving a link, I called back only to explain everything again and was met by a very rude phone attendant. I'm supposed to get a phone call now, so I'm waiting at home to reset the system once the call comes through. I have a full time job like most people and don't' have time to deal with incompetent people who don't care about the service they provide. I continually get different resolutions from each person I speak with and none of them have been correct yet. I'm giving ADT more chance and if they fail again, I'm going to cancel and give my money to another company. I don't need ADT.

I've had to fight harder to get away from ADT than I had to fight to get away from my stalker ex boyfriend

The services are very bland and meh for what you spend. But the worst part is if you ever need to cancel! I tried over and over for years after my contract was up to cancel. They made me jump through SO many hoops, and were still charging me after the services were cancelled. I've had to fight harder to get away from ADT than I had to fight to get away from my stalker ex boyfriend.

FRAUD!!

FRAUD!! I was a customer with ADT for 16+ years until May 21, 2024, (two weeks again). This company allowed someone else to open an account in my name, without authorization from me. I received an emailed notifying me of the Work Order being Completed and the total amount of the bill $3660.70. My name was placed on the site address and my name and home address was the billing address used. I called ADT to inform them of the unauthorized use of my name and home address but everyone I spoke to wanted my password for the account. How in the world can I have a password for an account I didn’t open? On the work order the last four digits of my checking account was revealed and someone else signed my name on the last page of the work order saying the job was completed. Since I couldn’t speak to a supervisor I called my local police department. Got an item number and requested to file charges for FRAUD. Later that night ADT emailed me an affidavit to fill out and have signed by a notary, along with my signature written ten times, three other personal items (voided check, credit card) which I didn’t send and a copy of my ID. Still haven’t heard from. So I cancelled ADT system at my home remember 16+ years. So today I get a bill from ADT $370.00 due upon receipt. I called to ask what is this for was told because I cancelled my contract. As you can see how well they protected me. Thanks ADT Dora Seals 428 Lynnette Drive Metairie, Louisiana 70003 Home 504-466-5063 Cell 504-494-8662

I think by now we all know we are…

I think by now we all know we are spinning our wheels. All of us are wasting our time. The last remark they made was I need to send my complaints to alwaysthereatadt.com With that said, I sent what you see below on 5/24/2024 along with my proof which was one of many recorded phone calls. I just got back from vacation and as I figured there was no response. Really what response could there be. This is good enough to show my charge card company and the credit bureau my proof because they will try and ruin my credit. Sent To: alwaysthereatadt.com They don't allow emails in reviews. To Whom it may concern, Please see my attachments. Also, in my business dealings with contractors we record all conversations on all phones, which is legal in RI. When in person my habit has always been to hit the record app. on my iPhone. With that being said, I had permission to send one of the recorded conversations with a woman Amanda saying also that it was a recorded conversation. One of my many complaints was the thirty days I was told I had to cancel and of course I always knew of the 3 days buyers' remorse. I never mentioned as I was getting hit with all the extras for 1,700.+ that late at night with no one to call I left a message on the installer's phone to cancel within the three days. Someone said why waste your time let it go. He did say he wasn't going to work Saturday or Sunday and was taking (Monday) off, probably the reason he didn't get my message. Either way he started, I believe, on a Friday to install but he had me sign a contract first. I couldn't see anything on my iPhone, so we used my iPad. There is a certain level of honesty that we believe when a company employee stands in front of you and says one thing, we don't expect a contract to say another. Figuring I still was within my thirty days when he finished, I called and finally got to Amanda. Thinking after the installer mentioned 30 days and also spotting the 30 days in the contract, I thought OK no problem. In my conversation with her I said he mentioned thirty days I could cancel, and she said no it's thirty days after cancellation. (I think she was saying that we have 30 days to cancel the contract before it ends, which basically means we don't want to renew.) (This is another snag which you would need to be in this timeline, or they zap you again.)She proceeded to say that they sometimes get confused with their three days and thirty days. You will find this part at approx. (16:40) into our conversation. Well, there you go, they get confused. That's not my fault. I paid a fortune for all the materials and labor. The prices they charged for the materials, paid for this bull crap many times over. Read both attachments and you will understand where I'm coming from, not to mention the thousands of complaints BBB has on their web site. They will be my next stop plus many others. I don't take threats lightly when it comes to employees bull #@$%&^ me and now I see there's thousands of others. How many are elderly such as myself at 69 that have been easily persuaded. I spent one million on this home and have the resources, but these poor people don't. This is why God created class action law suits. I want out of this take for granted what we say and what you get contract. I have already spent $1,700. on overcharged materials. I will return what does belong to you although it seems I already paid for most. Please use my cell phone 401-xxx-xxx if you need to reach me. Waiting on your response! BTW, if my installer deleted my cancel message, we all know it will remain on a server for a life time. For the record, the parts in parentheses' was just added and also it was Monday he took off and not Tuesday. Also I can't figure how to attach my two complaints which are listed here anyway. The same with the recorded conversation. Let there be no question, I do have the conversation, but can't send attachments here. I have been thru this so many times, I am losing tract of when all this nonsense started. lol Thank you, Vincent Mascaro

Run....don't walk....run away from ADT

Run....don't walk....run away from ADT. As a prior 30+ year ADT, we sold our home several months ago and immediately notified ADT to discontinue our service and are still being billed. We have spent >55 hours on the phone with ADT representatives in an unsuccessful attempt to remedy their mistake as they keep billing us. I even offered to make a partial pmt against what ADT claims we owe in return for a written confirmation the matter is resolved and get rid of ADT once and for all. Wonder why ADT has a 1.2 score? Wonder no more.