Don't honor their own guarantee, and have horrible customer service.

I still have not heard from ADT after I attempted to cancel yet again. This is a crap company, with crap customer service. My sales rep Jonathan Rodriguez offered special after special so I would sign up. I did so because ADT promotes a 6 month money back guarantee. Fast forward to 7 months, 2 reviews, multiple calls, ADT still has not honored their guarantee. They have a 1.2 rating for a reason. Don't waste your time.

If I could give negative stars

If I could give negative stars, I would. I called to cancel my service and was on the phone for 22 minutes, transferred to 6 different people and then eventually the line disconnected. Attempted to speak with someone via chat, after chatting with them for a few minutes, they advised I had to call in to cancel, after reiterating my experience, he said to just wait a few and try again. Ok, I did that, spoke with 3 different representatives, all for the last person to process the cancellation, tell me it’s done and hung up. Even if someone is cancelling service, your customer service should be top notch because word of mouth referrals are priceless when it comes to bringing on new business. But what can I expect from a company that has a current 1 star review. Do better.

System doesn't work 1k to cancel

After purchasing a house my boyfriend and I decided to get a security system. A safe haven rep came knocking on our door in December, he was selling ADT systems. Figuring ADT is a great system because several people have it we decided to sign up. A tech came the next day and it took over 7 hours for him to juat place the panel. He kept calling someone to get help because he didn't know what he was doing. He couldnt even show us how to use it or change our code because he didnt know how to use it. He left at 9pm and we called to ask for a new tech. The new tech came a week later and told us that the previous rep placed the panel I the wrong spot. A couple weeks later the garage sensor and door goes off and doesn't respond, we keep getting notifications. The alarm will go off randomly when its armed. The panel hasn't responded in over 2 weeks. Called customer service and no one can help. I asked to cancel because the system hasn't worked since day one, they say they can't help me it's over $1,000 to cancel. I asked for a manager and corporate number they say they don't have a corporate number and they cant transfer me to anyone. I am extremely unsatisfied with the customer service. Now wr are stuck with a system that doesn't work.

Worst Security company ever i got a…

Worst Security company ever i got a system not 1 year old one of the google nest camera doesn’t hold power i called they say they are under warranty but the technician will charge $59 to come to my house . What a joke ! In my life I haven’t seen anything like it. How are you going to retain customer with this policies .once my contact experience definitely will cacel service. Don’t recommend ADT Scammers.

Abysmal experience

I have had an abysmal experience from the jump. We had our system sold to us by a licensed retailer. We wanted cameras outside our doors; our main concern was porch pirates. We were assured the system we were signing up for included cameras. The installation tech showed up with some door and window sensors, a smoke detector, and a control panel. We called to cancel, since it wasn't the system we had been sold. ADTs advertised penalty free cancelation didn't apply to us, because of the licensed retailer. Our door sensor fell off immediately, because the installation tech used the wrong one. Our panel died a few months later, but it took a few weeks to realize. Getting it fixed took literal months. Multiple troubleshooting phone calls which took hours of waiting to get to a person, then video calls, then a tech visit that was rescheduled again and again. Finally the tech came out and he the panel was not only non functional, but just shut off. Full brick. We had a brick panel in our kitchen for a few weeks until another tech visit could be scheduled. When that visit happened, he had to call another technician and have a part delivered via uber. He also discovered that, because of cell towers in our area, the system is essentially non functional for us and runs entirely off our wifi signal. After having a system that didn't function for several months, discovering that ADT cannot effectively provide service to us at all, and being charged for the visit, spending hours waiting for phones to be answered, and having to take multiple days away from work for technician visits that also lasted for hours, we're still not able to end the contract without a heavy contract buy out fee. Smoke detector just broke today, the only fix is to simply remove the batteries and leave it dead. I am now starting the system repair circus again. If all of my previous experiences are any indication, I assume I should be able to get this issue resolved 2 months from now. Every person I've talked to at ADT for troubleshooting and tech support and technician visits have been extremely helpful. All the supervisors except for one have also been great. But the actual service this company provides is an absolute scam. At this point, I'm just paying my monthly fee for my dead smoke detector and non-functional panel until the absolute SECOND my contract is up and I can finally get this awful service out of my house.

STAY AWAY from this company

STAY AWAY from this company for your own sake. They have installed their sensors on double sided tape that failed almost right away. Now I am on a constant conquest of reattaching sensors all over the house. When I called to complain about the installation that I PAID for they told me they can send me a repair kit (which is just another set of same double sided tape) to repair all of my sensors myself. So in their words I had to redo the work I paid for myself. When I said no and the offered to call in technician for me to fix the sensors they said I will have to pay a technician fee. So in their words I have to pay them again to fix the job they did poorly. That is a big scam for money. Speaking with an account manager is a total joke. Please do not give them your business and go elsewhere.

These guys are horrible!!!!!

These guys are horrible!!!!!

What a joke of a company.

2/16 update - after spending the last several weeks trying to get this issue resolved. i was finally able to get an appointment for a technician to come fix/replace this sensor. i specifically remember asking the person setting up the appointment if there would be any charges for the appointment and they said no. come to find out, i get a charge on my account today for the appointment. This company is a bunch of thieves and liars. When I called them to ask about the charge, they said it is a valid charge because the plan I have covers the technicians time and any equipment they need to replace but it does not cover the appointment itself. how does that make any sense. 1/9 - I've been on the phone with them for over 2 hours trying to get them to send out a technician. I have two sensors that are getting tripped almost every night. They keep making me repeat myself every time I get sent to a new department. I keep getting bounced around with no resolution.

I don’t like their contract at all

I don’t like their contract at all. The worker who installed my hardware did not go over it well and so now I am stuck with it because I won’t be able to buy the contract out to cancel early. I don’t feel so safe in the home and I’ve had problems and reached out to customer service and they were rude and not helpful. This company sucks and I hate that I am stuck with them.

ADT needs to get there crap together…

ADT needs to get there crap together there service is a nightmare if you do not have adt service you are doing the right thing. On 12/26 I requested for a new door bell due to my doorbell camera broke. Then when scheduling an appointment by chat at no time did the agent mention a fee for a replacement door bell. When the tech came out 12/28 the tech just states the cost of a new doorbell camera. Then when trying to get additional details about the billing of the new door bell the agent told me by chat again the same date the charge for the door bell will be added to the bill. Then on 01/02 I finally scheduled for a tech to come out to bring a replacement door bell nobody told me then either about being charged on site. I sat on the phone for over an hour after being transferred to 3-4 agents to schedule everything and then aft has the audacity to want to charge for a service call at which time I told them the rep did not do anything the previous visit and there should not be a fee since no work was done. Then on 1/8/24 the tech comes out to finally do the door bell installation at which time I was then quoted $125 which was the wrong information from previous visits. Once my contract is up I’ll be canceling my service altogether. Unless I buy out my contract first which is sounding very considerable at this point.

Scamming Company

This company lied about their money back guarantee. They promised a deal with app access. It’s been 2 months with no app access (they want to charge more) and two technicians have came. When I asked to speak to the manager to cancel she lied and said I only have one technician visit scheduled. When I offered to show proof of the emails and text she refused to look at it and said, “I am going by my system.” She wanted to charge $700 to cancel. This is the most unprofessional company I’ve ever experienced in my life. Please take caution when joining ADT. They will scam you

My ADT system barely works

My ADT system barely works. The front camera goes out constantly. I can walk around for 15 seconds before the motion sensor alarm goes off. Anybody familiar with ADT systems knows how to reset the system in that time so it won't go off. Extremely cheap equipment that is marked up ridiculously. Customer service is nice, if you can ever reach them, but they want to charge a service fee to come to your home as if the $60++ dollars isn't enough to warrant making sure you are safe with their product. Worst of all, I prepaid for all the equipment but I am still locked into that horrible and worthless 3 year contract. They do have a 6 month cancel clause but their equipment is just barely good enough to last that long. Go with anyone else. A chihuahua is a better alarm system. At least you'll know if someone's broken into your house. I also took down all my ADT signage so criminals wouldn't know how crappy my alarm system is.

HORRIBLE CUSTOMER SERVICE

I’ve been on the phone with these people all morning to cancel my service. I’ve done got switched to 12 different people!! It seemed like nobody knew what they was doing, they didn’t want to work or simply didn’t want me cancelling my contract. I will not recommend anybody going to this company!! I will never go back.

ADT…DISAPPOINTED

If I could give no stars I would. ADT Customer service is terrible with long wait times. Representative Diana id# 116084 made the comment “in a perfect world.” In a perfect world I would receive the service I’m paying for w/o having to speak with representatives that are rude and condescending. I know my one issue does not make a difference in a corporation such as ADT but people wonder why there is so much hate in the word? People so easily disregard others bc it’s not their issue. I initially called ADT at 5:30pm, a virtual appointment was set 6:30-7 no one responded, reached out again at 7:02, placed on hold for a full 12-15 minutes, to only be told I missed the call with the ADT rep. bc I was on hold with an ADT rep. Then with all my aggravation at this point what can I do? Nothing! Take how I was spoken to and appreciated the next rep. that actually attempted to help. My conversation with ADT ended at 8:05pm and the problem was not resolved.

I wish I could give a zero star

I wish I could give a zero star. There is no accountability in place with adt you can get transfered over and over again. You will also be told a manager will contact you and never receive a call. This company will get you under a contract and after that you mean nothing to them. They will no longer be a leader in security system due to this.

Greedy and scam

On my previous review after explaining my experience, I was asked to email ADT at the email provided. I got a quick response from Elaine. Elaine states after looking at my account that they can’t waive the fee due to my services being operable. That is far from the truth. I have been paying ADT since 2014 faithfully, why would I randomly cancel my contract in 2023? At this point, it has been a consistent monthly bill that’s known. I called in due to my service not working. They refused to fix it without me paying a trip fee, and they would waive labor fee. I should not have to pay for them to service their equipment. Therefore, I asked them to cancel since the service wasn’t communicating. I made my alarm go off intentionally until it stopped, and ADT did not call. When the young lady came to the phone, she said that she didn’t see an alert for my house. I told her I don’t know why as I intentionally tripped the alarm. They still refused to come fix it. My key fob has been malfunctioning as well as my panel. My alarm makes these whistling sounds at random. The key fob sets an alarm at random just because I picked up my keys. Their customer satisfaction is trash! I wouldn’t have canceled my contract had they came out to fix their equipment rather than attempting to turn me into a repair technician!

Spent all afternoon trying to get a…

Spent all afternoon trying to get a simple battery replacement done with ADT. Sensor than showed failed and tamper code. They reset after telling my story to 3 different indiviuals.. 2 hours later it was failing again. Called again and jerked around for another hour. The Customer service SUCKS. T

Never ever to do business with ADT

Never ever to do business with ADT. There customer service is lying. They tell you something and let sign something else on the contract. So be very careful and open eyes before you sign.

This company harassed me to after a put…

This company harassed me all the way until a put a contract on the house. Call me 3,4 times a day and until I closes on the house just to get me under contract. Then when they install it Because it was not quoted to me. Made the price incorrect said that's not right because I didn't pick anything out. He just took down my name and address and information. Because he wanted the commission. Been trying for the last 2 weeks to get my contract corrected it. They keep fast-talking to me. Told me it was Financing Company.(Pinnacle). It wasn't. Anna Hill rep adt tells me to send prove of what my account should be .She try to fast talk me under-the-table and try to take some of my service away to lower my bill. Why would you take my service away to lower my bill when you made the mistake from the beginning? Shouldn't you correct what you did? Said she not changing anything after receiving the email with the proof. The she stop answering the phone letting the holiday recording come on. Means they have caller ID. There training meeting end at 12noon. So don,t lie and say was in training meet. I guess you need more training. This is the company that suppose to Provide security from my home.The price difference is between 10 pieces package and 12. I didn't ask for no money no discount. Just the right. Contract. I called apologize to Pinnacle Finance afterwards because it clearly adt. From day 1....

So disappointing

So disappointing. These adt cameras suck. Someone filled up our dump trailer with cabinets and the cameras didn't even pick it up. Also had someone drive through our yard and couldn't zoom into license plate it was so blurry. What a waste of money and stuck with it for another 2 years. I should be refunded for this service and not charged this monthly bogus rate anymore. On top of that they installed the cameras with wire exposed to the outside. All you have to do is cut the line and cameras wouldn't work. Who the hell does that.

HORRIBLE! THEY ARE CROOKS!

I would like to give them a negative 10! Had I known what I know now I would have NEVER subscribed to this awful company! I signed up with them in November 2022 and was told if I move, I would be able to transfer my account to my new place. I specifically asked this because I did NOT own the home I was in and I didn’t know how long I would be living there. I then moved in Sept 2023, so I called them to find out what I needed to do since they told me my service can be transferred. The sales rep made it seem like it was an easy process, even stated he was able to get my payment down and I had gotten a killer deal. He told me not to worry about the current equipment because I would be getting all new equipment for my new place. NEVER did he tell me I had to continue paying for the old equipment! He made it seem like the payments would transfer over to the new equipment and to my surprise they did not. So now fast forward I get my new place set up and thankfully I brought the camera from my old place over because they did not include that in the install. When I called and found out I was now being charged for 2 whole set ups I asked to speak with someone who can make this right. I had to call about 10 times, no exaggeration, and kept being told someone would be calling. This went on for weeks and NEVER was I called! I kept calling and finally got a hold of a manger who basically told me I was screwed, there was nothing he could do about my situation and then said he had to go because they only are able to speak with customers for a certain amount of time. I of course was livid! Still am because now I’m being charged all kinds of money every month that is burying me! These people are crooks! Look elsewhere! They will screw you over! Their cameras keep going out and there were things we did not have that we know happened too. And my internet is fiber and top of the line which they kept blaming. This was the worst decision I could have made and no one has been able to help! Horrible!

Hard to Cancel Contract

This company makes it very difficult to cancel your contract. We have called many times and they practically force you to have to keep them. This is so unethical. I do not recommend. Please find other options.

Been a customer for 10 years and our…

Been a customer for 10 years and our system started overheating and set up a technician to come out and tryed to charge us a fee to look at the system and we have never had to pay and the technician would not wait for us to call in or his manager to look and see if we were telling the truth and so we’re trying to cancel our service and they charged us for the next month and told me it could take up to 30 days to receive a refund on the device they were installing while they were there to fix the system and paided a extra 30 dollars to have the device there for the technician that came out and he wasn’t even qualified to install the device. This company has gone down hill

A loyal customer reaches the end

I have been a loyal customer of ADT for 17 years. I have noticed over time that customer service has gotten increasingly sporadic and in order to resolve an issue, it takes longer and longer to find help. I called mid-December to ask if there was any way to upgrade my system, as I believe the newer equipment they have may be better. After being transferred to several different people, I at least reached a charming young man who offered a free upgrade for $99, which I paid. A week later, the tech comes to install the upgrade and says "oh, I guess you no longer wanted smoke alarms?" We live in a century-old wood frame house! I immediately called ADT and was told that it would cost an additional $200 for smoke detectors (which I had on the older system), so we cancelled the upgrade and ADT promised to refund me the $99. They refunded me $64 (no idea where that number came from). That phone call? Two whole hours and SEVEN different people. And our alarm system isn't working at all, because the tech turned off the box and forgot to turn it back on. It has been hours of angst from this company, so much so that our day has been ruined today when we'd planned a lovely outing, now we're fighting with each other because we're home trying to get ANY customer service from ADT. SEVENTEEN years and this is how they treat their customers. I'm counting the hours until tomorrow, when I call Vivent. Update! Look below at the nice, caring response from ADT below! I immediately emailed them and got a (NON) response from an AI generated "rep". Ahhhh - just had the most pleasant, easiest conversation with VIVENT and they are installing my new alarm system next week. Happy New Year!

RUN FROM ADT

I have had ADT since 2014, and I had been out of contract since 2019. My system has continually malfunctioned. My key fob literally does what it wants to do. It sets the alarm when I move my keys whether I select to or not. Then when I select away it arms stay. My system hasn’t communicated with ADT for a while. It’s constantly going off even when it’s not set. If it is set, it goes off as well. However, ADT isn’t reaching out, because they aren’t getting the alerts. I have had ongoing issues since at least 2021. I reached out to ADT for this recent issue in July, and they told me that if I resign my contract that a technician will come out to service for free. (I’ve had them since 2019, and I have NEVER paid for a technician to come nor for repairs). However, I was told that there was a charge so when I asked to cancel my contract that’s when they told me if I signed a new contract it would be free. Fast forward, I’m having the same issue again. I called to get a technician. They’re insisting that I pay the trip fee, and they’ll wave the service fee or I can do a virtual repair which I refuse. You can get shocked taking apart their system. Why am I responsible for fixing their equipment and services that I pay to utilize monthly? That is completely insane. They don’t pay me to go to my job so why am I paying their technicians to come do their job, So, I canceled due to my services not working properly, and their refusal to repair. They have sent me a 400 bill to cancel a contract for service that doesn’t work. RUN FROM ADT! We should all get together and get a class action lawsuit. This can’t be acceptable or legal.