Cancelling was a nightmare

Cancelling was a nightmare! I was on the phone for 1/2 an hour with totally incapable people that EVEN though I recommended the new owner to them, I have to pay all kinds of fee's. Very easy to sign up, very difficult to break off. BEWARE !!!!!!!

Do Not Go With ADT For Home Security

I don’t know where to start. If you are thinking of getting an ADT security system, read this first. Here is my experience, in a nutshell. Answered an email and had ADT come out to replace an older system, which required an upgraded panel. The salesman comes out in October, 2023, walks around our home, looks at the old system, says we can still use those glass breaks, can’t use the panel, will upgrade for the garage doors… If you sign-up today, you will receive a $200 discount, and you’ll also receive a $100 Visa card. Things looked reasonable, so I agreed and signed-up. Entire system $715, and you have up to 3 days to cancel, otherwise you are bound to a 3 yr contract. Approximately 2 MO’s later, well after your cancellation term has expired, the installer comes out. Once again, he walks around the house. Recommends CO2 (2) and flood detectors, but provides no pricing for either. Sure, I said, that makes sense. With a whole system for $715, it can’t be that painful, to add a few components. 30 days go by, and we get a bill for slightly less than the whole system. Another month goes by, and my wife approaches me with another large bill, or two, from ADT. I said, that’s not possible, something is wrong with the communication with ADT’s accounting department. The total bill is now in excess of $2,100., and nearly triple the original quote. They installed four glass breaks ($580), added hourly labor charge ($75), and charged us $115 for a Google Nest pad, which my wife and I both told him we would never use (Installer - That’s ok, then don’t use it, but it’s free with installation). We still have never opened the package. We didn’t want it spying on us, but the joke was on us, anyway. You see, the ADT pad spies on you all day, also, and takes random pictures on its own. Upon reviewing all of the charges, they informed us that all of the upgrades made up the difference, even though we had only agreed to the CO2 and flood detectors. At this point, I was so disgusted with ADT’s obvious Bait & Switch, I told the rep to come and rip everything out, and give us our money back. “Can’t do that, you signed a 3 yr Contract”. To that, I replied, I was fine with the original quote, but then the price tripled at installation, without the installer informing us that the charges would be increased by x (he never mentioned any pricing whatsoever, except when telling us the the Google Nest was free, when it wasn’t). The local person who I complained to said that the installer gets paid a commission on the upsell. We also never received the Visa card, but they promptly jumped on that after I brought it up. Bottom line - ADT is a very sketchy operation, by design. The first guy comes in and gives you a reasonable price, only to have the installer significantly increase your pricing, without telling you what it’s going to be, AFTER you are already under Contract with ADT. If only my old alarm system would have prevented them from coming in the door in the first place. Unfortunately, it does not recognize unscrupulous companies who intend to fleece you, during the day. Recommendation: Buy from any other company, other than ADT, and do not rely upon paid referrals. Take a look at their actual clients’ complaints on BBB, and elsewhere, where they average around a 1, on a scale from 1-5 (5 being good).

Trash

Our entire experience with ADT has been HORRIBLE. We have had our system for 9 months and it has not worked 6 of the 9 months mind you we have still been paying on it. We called MULTIPLE times to have a service tech out to fix our system so we could actually use what we were paying for. I called 5 times…each time I was told to expect a call back to schedule a service, never once got a call back. So we decide to cancel because why pay for something that we can’t use and they have no care to fix, so we call to cancel, once again “expect a call back from us” never got a call back 3 weeks later we call again because we are still being charged. Not only do we have to pay the next month because our account is “pending cancellation” but we have to pay the contract fee which is $1,375 that no one had notified us of when we initially called to cancel. That is probably something that you should tell your customers considering that is a large sum of money to pay for a crap system. Also we never signed any contract with this company, we cannot find anywhere a form with our names on it saying we agree to pay on this system for 36 months. The complete lack of information provided plus the obviously lack of care for any issue a customer has is what really solidified us in never using ADT ever again.

This company is the WORST!

This company is the WORST!! I called to get services for my home. I was blown away at the cost of the system, so I declined. I was called back and given an option for self-set up at a much lower cost and I accepted the offer. That was the start of the nightmare!! It is not able to be set up how they claim, and their app does not work at all. When I called to get help, they said they couldn't even find me in the system and had no clue what to do. I hung up the phone with them and packaged it all back up. Today I tried to get a refund they said I could get if I was not happy with the system. Now they are telling me I can only receive 7.00 back of the over 50.00 I paid. This place is a joke and a scam!! Go somewhere else!!! I did and it was way cheaper for way more and also has customer service that knows what they are actually doing!!

ADT is a complete disappointment

ADT is a complete disappointment! We closed down a site last August. We requested our service be disconnected. They never disconnected it even though the technician came out and took the equipment. He even posted a picture of the equipment and the date he took it out. We keep getting billed. We tried call ADT and they told us they had no request for disconnect. Then another person said they had one. Its February and the service is still not disconnect. They are still billing. We had another site we asked to disconnect. They took it and that previous site off our control panel but both services are still not connected. On the second site they are charging us for cameras. We never had ADT cameras. I am contacting our attorney. I will never do business with ADT again!

We're so very sorry to learn of the…

We're so very sorry to learn of the troublesome (HAHA), experience you've had as a (sucker) ADT Manson family member. May we please ask you to email our team at alwaysthere(at)adt.com with a copy of your concern along with the full address/telephone number of the services so we may have a good laugh and continue to screw you over?. Not only will we not respond, but we will all here at ADT have a great sense of pride in continuing to keep charging you FOR NOTHING! Thank you

Please read more reviews, you will regret not doing so.

A few weeks ago I opened a BBB complaint against ADT because of their poor ethics and practice. Basically, ADT lied to BBB about a technician who's manager APPROVED MY CANCELLATION. Instead ADT lied and said the tech mentioned I wanted to cancel for no reason. However, whenever I told ADT & BBB that they should show proof, ADT went completely silent. The complaint was now closed because ADT is not responding and BBB is just a 3rd party. Again, save your time and money by reading the rest of the reviews. They are there for a reason. Going with ADT has been one of the biggest regrets I've ever had.

The worst company in the industry

This is the absolute unequivocally. Worst company to deal with. If you want to be frustrated and be passed around like a number then go right ahead. You’ve been warned.

Nightmare

I was not happy before it was totally installed. Said I could not get out of it because of the contract. Later found out this was a lie. I have never been this unhappy with anything. Had a supervisor out who told the tech, he would be livid if he were me. Wouldn't touch them or their junky equipment for nothing

Miscommunication about cancelling

Cancelling our service has been the worst experience I’ve ever had cancelling something with a company. We were told ADT could shut the alarm down remotely, but this turned out to be a complete lie and miscommunication on the company’s part. We’ve had to try to manually unplug the devices ourselves on the day we’re supposed to be moving. A huge inconvenience when ADT could have sent a technician to disable this like we’d originally asked.

Buyer Beware

A year and a 1/2 ago I had the system put in. Because I was going to be away from my home for a while and I wanted to be able to monitor activity. The install was very professional and he told me that if I did have to cancel the total cost of the equipment was $750 and they would prorate it for however long I had it. I went to cancel yesterday because I sold the house, and I was told after a year and a 1/2 of paying them that I owed them almost $4000 for equipment. Being a retired senior citizen this is an enormous surprise to me. So I will say to anybody considering an alarm system don't trust what they say Buyer Beware

By far the worst customer service ever…

By far the worst customer service ever and they don’t monitor anything garbage

100% don't recommend adt over priced

100% don't recommend adt over priced. And they don't really offer you much. My door bell broke and the goal for them was to sell me another one. From day one it wasn't the best experience. Ready to have the money to cancel.

Lost confidence in ADT due to lack of reliability

We had a house fire just over twenty years ago. I called ADT to get a system installed in our house when it was remodeled after the fire. After some $3,000 or so dollars for the system (in 2004) we were happy and convinced we a real good security system. I can’t remember when we upgraded to Pulse but we did that several years ago. This of course involved quite a bit of money to buy the equipment and have it installed and also increased our monthly fee from around $30 to around $40 which has since gone up to $52 but it was really nice to have access to cameras and system status on our iPhones. For the last several years we’ve had problem after problem with the pulse system going offline for whatever reason. When it’s offline we can’t check cameras or any status of the system at all. They have replaced at least 5 cameras over the years. (Their cameras are crap). A few years ago ADT technicians and phone reps suggested we upgrade to the newest system. This would have been another $2,000-$3,000 for the new equipment and I’m not spending this kind of money every 8-10 years so I can pay you a monthly fee. If you want my money monthly you need to upgrade my system at your expense. In the last couple of weeks our Pulse system has been going offline randomly and now we have completely lost any faith or confidence we had in the entire system. We hear a noise at the front door and now we can’t use the cameras to see what it is because the Pulse system is offline. We have USAA homeowner insurance and we used to get service calls and repairs for no charge. They’ve changed that for whatever reason now. The last two or three times we’ve had technicians come out and fix things we’ve been charged $50 for a “trip fee”. The customer service people have been courteous but courtesy doesn’t solve my problem. Quality is what I need because quality is what I thought I was paying for. Apparently I was mistaken. I am now looking for another system that does not have “ADT” associated with it.

It's probably the worst experience I've…

It's probably the worst experience I've had with a company. Way over-priced for the minimal service they offer. They 100% take advantage of new home owners by getting them into ridiculous contracts. The fact they make you pay 75% of the remaining is crazy. You are far better of not getting an alarm system or going with local. I can not stress it enough to not get this company.

Worst company

My system has not been working accordingly from day 1. They want to charge me for their faulty system. I have to change batteries every 2 to 3 months. I’ve followed instructions on how to change the batteries accordingly. Don’t waste your money buying their equipment. You’ll regret it. Just like I did. I have to pay for something that doesn’t work. I want to cancel the contract, but I would have to pay for the equipment regardless. ADT is a ripoff. They can not be trusted. I’m throwing money down the drain during this hard economy. Sucks

One star is too much for such a…

One star is too much for such a dishonest company. In a nutshell I had to cancel my contract. After speaking with 6 yes 6 different ADT reps I was told I had a $600 bill due to canceling contract. Understandable. The last rep suggested i purchase an ADT PLUS system. I'll just call him V which is his first initial. So V said if I get the PLUS system which is $39 monthly it will cancel out my $600 contract. The catch is also I had to pay $120 out of pocket for the "self-setup" equipment. I did this. Now I'm almost 4months later, and still have a $600 bill. Every time I call billing to state my issue I'm transferred, minimal 4 times to also restate my dilemma to each rep. ADT is a horrible untrustworthy company. They lie about anything to get your money. They don't even deserve a single star in my review. ADT you're a manipulative, sinister company, and i feel i'm being too nice. To any future customers RUN, RUN , RUN do not do business with lying ADT. Chris D in Phoenix

Trying to cancel services and customer…

Trying to cancel services and customer service refuses to cancel at the time of request. I was told it takes them up to a month to cancel services. Seems weird they can set it up in a day but can't cancel. If I didn't pay my bill they would cancel my services quicker than me trying to cancel.

They will do whatever they can to trap you.

Please feel free to ready my (& the other thousands) of bad reviews with ADT. After talking to somebody who clearly didn't care about me, the problem, or the so-called guarantee, he had a tech come out to my house. The tech that came out to my house was incredibly nice. I explained the issues to him, and guess what?? He called his manager, explained the issue, and the manager approved the cancellation!! The tech put this fact in his notes. He read them out to me, and submitted his notes. He said all I had to do was call. Guess what? I called, and the "managers" on the phone said they couldn't see his notes. HOW CONVENIENT. Then they said someone else would have to contact me and that it would be within 72 hours. Of course, it was about 5 days before someone contacted me. And by this time, the tech's notes had apparently changed but they couldn't provide proof. Someone should be able to hold ADT as a whole accountable, because I'm not sure I'm not the only one they're doing this to. Don't waste your time, with ADT, like I have.

I'm mad and it's not even my money that's being spent on this service.

I'm just a manager that deals with my bosses businesses with ADT. ADT is awful! Trying to make a payment is ridiculous. You need help they want you to work on their equipment they were paid to install and service. They charge you for something if they're technicians come out and it's your fault even though you have no idea how to use their technology that they installed. How is it the customer's fault when it's your faulty equipment. Everytime you call their customer service line it sounds like there's a thousand people cheering in the background. You try to cancel an account they leave you on hold or leave the line open. We have over 50 businesses with this service and if it were my choice I would change the service of every single one. ADT is trash!

Another Miserable 1-Star ADT Experience

ADT claimed that someone at the house renewed the contract verbally in September, which was a complete fabrication, as I am the only one authorized. When I cancelled the contract after my three years were up in December not knowing about their scam, they charged me $329.57 for breaking their so-called verbal contract by accessing the cancelled EFT without my permission today 2/5/2024. I called their ethics department and lodged a complaint, which of course went nowhere. I've written letters to them, certified mail, with no answers, so I have proof that this was a genuine experience. Warning to consumers: There is plenty of competition in the security business, and you don't need to choose ADT. Avoid EFT, and watch emails as contract renewal get close. This is a lucrative scam and others may join in. I think they do this to a lot of people. With their well-deserved 1-star rating, hopefully this will affect their market share. Good riddance to this rubbish. I can't wait to see their insincere rebuttal (We're so sorry about your unpleasant experience ....) which will be amusing.

ADT is a scam false alarms cause fines from city

Let me tell you about this company. This company is run by nothing but scammers And greed. From the second, they installed equipment in my home in August 2021, the equipment never worked as it was designed. Not only was I lied to locally about my installation being free (agent stated only cost $14!) come to find out they charged me $900, this as revealed as built into a nearly $5000 five-year contract, which is other nonsense that was not upfront. My faulty equipment triggered multiple false alarms, where the police/ fire came to my property when I was out of town mind you this was in freezing cold weather on both instances. The cheap motion sensors they installed in my home do not work when the temperature drops drastically in short time, so in the sunroom of my home it said that there was a break-in. There was no break in, and my city superior court sued me for nearly $1000 for multiple false alarms and also I was fined and FORCED TO APPEAR ON COURT for not having a “alarm permit” to operate my residential alarm system. Now who in the right mind thinks you need a permit operate systems such as ADT? If this is case, fine; but Adt should know the local laws in the jurisdiction and pass that onto the client, but they don’t and they just want you to sign up. It’s absurd to pay for the faulty equipment that doesn’t work, none of the equipment I have in my whole house worked properly from day one (replaced every component multiple times all on record). Iv hade nearly 10 different agents come to my home in 3 years, and “fix” equipment and keep replacing same Crap because it doesn’t work, never works. all Z wave lightbulbs, I bought the smart stuff. None of it works. Breaks connection 2 days after the agent “fixes”…. Despite the fact that I’ve been paying this company for nearly 3 years monthly service and the ridiculous fee for this faulty equipment, they still say I owe them $3000 which is completely out of this world because this company has not only cost me thousands of dollars in fines and court cost + legal fees in my local jurisdiction, I now have a CRIMINAL RECORD stating that I “failed to obtain am alarm permit” on my permanent records and this is all the fault of ADT. Because of this, my home insurance premiums went up by nearly 14% because they saw that under my address I have a fine attached to my name and my address related to not having a permit. Which goes ony criminal record because it’s the same thing as any other type of a superior court fine aka a JUDGEMENT . I have all documents to back this up from receipts to attorneys fees. My own attorney is going to bat for me, but I just want everybody to know that this company is nothing but a nightmare and a scam it should be outed for the negligence And the outright fraud and deceit the company operates within. To recap for day one the equipment did not work as designed within a month after having the equipment installed I had an agent come out to replace equipment that was not working correctly, and not only do you run out of space for your video clips all of the Z wave Equipment stops working and they never work as designed and they’ve charged me thousands of dollars for this equipment and they won’t listen to me, won’t talk to Me on the telephone bc they say I owe a balance.. so you can’t get service if you owe a balance, but why am I paying a balance on faulty equipment?????. Nobody listens to me to get anything done, and this is why I’m coming here to write this for everyone to see and hoping ADT reaches out to me because I have receipts for all of this. This company is a recurring credit card scam and will not protect your family in the event you house actually gets broken into, or catches fire because your alarm won’t work, as they say you owe them money. This company is dangerous, it should be investigated by the FTC as well as any other jurisdiction where ADT is operating and has a permit on file. Their permit should be pulled in any local where ADT does not inform Customers of requirements to obtain permits. FUNNY ADT replies with their robot, boilerplate verbiage.... I have already emailed this address, they were no help, abborant, and simply refused to help.. they said PAY the bill or we will put a lien on your credit. Absolutely absurd.. I welcome you to try to come after me, i have more money vs time you morons.

Have been a customer for over 10 years

Have been a customer for over 10 years. Recently relocated and had pro system installed. After only two days, there was a sewage issue which forced me to permanently vacate the house, resulting in a request to move service to a new address. Yesterday, I spent the first day in the new house on the phone for (this is NOT an exaggeration) right FOUR hours. Talked to maybe 8 people, two of whom just hung up on me without warning (really???). Last guy I spoke to said he'd get it taken care of and promised to call today. Didn't happen. As I write this I am on hold (again), and have spent 40 minutes on the phone with them. This time, I called to cancel my service. NO ONE is answering the phone, just on hold. So I added a call to the same number, and it's on hold as well. No end in sight, but it will end, no matter how long it takes. Absolutely disgusted with this greedy "company". Buyer beware!

I wish I never would have contracted…

I wish I never would have contracted with ADT. My ring camera didn't pick up on the commotion outside of my home unless it was on the porch. I had auto pay, and they would charge me a late fee every month. It was annoying calling them monthly and being on hold for 30 minutes or more. I had to cancel due to moving out of state. The equipment was paid for but I had to buy out the contract. Nevery again would I do business with ADT.

ADT (A Company in Serious need)…

ADT is a well known security service brand whose management and technology require a major root and branch inquiry. My family and I were long term loyal customers of this firm for many years. Little did we know that as a result of their gross negligence squatters gained access to our home by not conducting basic due dilligence and allowing these fraudsters to establish a second account at our property which already had a fully active service. After these criminals were removed and locked out by US Marshalls they regained entry to our property with the help of LAPD patrol officers who they were able to con by producing phony utility bills and demonstrating their knowledge and use of the ADT Security Apparatus. Once the squatting thieves regained access to our home they vandalized the premises and proceeded to remove all of our furniture, TV’s and Audio equipment. We contacted ADT support who were next to impossible to reach by phone and we wrote detailed letters to the current CEO and Chairman of ADT requesting a full inquiry/investigation. So far we have had nothing but condescending offers of free service. We plan to pursue this case through the courts and attend the ADT AGM to publicly voice our concern about a company that provides a false sense of security and little to no concern for its customers. If your thinking of ADT as your security service provider you should think again. UPDATE: One of their “care teams” reached out after reading this review and referred us to yet another one of their “no care teams” that do not have any idea of what customer service or professional security mean. The company is a clown car of incompetence. We will soon see what consumer protection, the media and courts of justice have to say about the way ADT deals with customers