Scheduling Sucks!

Appt time scheduled for 1-5 at 4:30 I call to make sure we good? Your technician will be there by 4:45. At 5:10 I call ADT again only to be told oh we’re gonna have to reschedule, Excuse me? I missed 6 hours of work to sit here and now we need to reschedule? When we’re you gonna tell me? Not to mention I still received an email at 6:30 that night that my technician was on his way just running behind. This appt was only to install a new front door electronic knob. I am a current customer who paid for all my equipment up front & a year’s monitoring up front. Once it’s done a new company will take over! Well done ADT another lost customer.

After being a loyal customer for 5…

After being a loyal customer for 5 years and 8 months, I called to request two home alarm key fobs. I initially spoke to the first rep on 9/11/2023 and she assured me that my key fobs would be mailed out and within a week I should receive them but never received the key fobs. I called back to follow up and was told that the initial customer service rep never followed through. After talking to a total of three additional reps 8 days later the last being the supervisor (who assured me that she would call me because a bad phone connection on her part but never did) and for a total of 1 hour and 16 minutes my concern and request of ADT incurring the cost to now expedite the two key fobs was never resolved. I was willing to pay for the two alarm key fobs. I was shocked to see that ADT had such terrible reviews but now totally understand why. I'm dropping ADT and now going with another provider.

Terrible company, terrible product, terrible service

I wish I could give them negative stars. Our system never worked and the customer service was beyond terrible. They came out multiple times to "fix" our system and after many visits they swore they fixed the problem but low and behold it never would work. When we called to complain again (mind you every call would involve sitting on hold for 1+/- hour) they offered to send someone out again BUT had the audacity to charge us for the visit. When we fought the charge they said they would send us a check to reimburse us for the charge. We never received the check after many calls asking for its whereabouts. Finally we had to call our credit card company to dispute the charge. When we finally called to cancel our service they put us on hold and never picked back up, we waited on hold for over an hour two separate times and had to hang up and try again. I have never left a bad review in my life but I feel like I need to warn others from using this company. Their product is outdated, overpriced and their customer service is terrible. Additional comment- I find it comical that they are now asking me to reach out to their team with my complaints. We already tried that. Multiple times. And they do nothing except put you on hold FOREVER and promise that the check will be going out very soon. What a joke.

This Business is a joke

This Business is a joke! I was not able to get service on an existing account. Then when I canceled their service,ADT is now trying to charge me $633.68 for canceling a contract. I would not of canceled if the company would have not left my building and Business Unsecured. Totally unacceptable!!

I have been a long time customer with…

I have been a long time customer with ADT but the last 2 months have been extremely awful. Customer service is disrespectful, not knowledeable, tell you one thing one day then the next something totally unreliable. They do not communicate with technicians, give them the wrong information and constantly transferring you all over the place with the runaround. They took my money unauthorized, when you call you are constantly on hold, noone has patience. They over charge for services and doesn't see anything wrong with it. I have asked several times to speak with a supervisor and just been excuse after excuse and I have explained the same issue I have been having for 2months and still has not been resolved. Constant drama and idiotic behavior. They are not #1.

Do NOT use ADT as a security system

Do NOT use ADT as a security system. They only care about their own needs and will sign you up for a 3 year contract and if you are not pleased with the service there is no getting out of it. Spoke with a manager and they said you signed your contract we are sorry you are not pleased but you can only pay the remainder of your contract if you wish to cancel. BE AWARE OF THE SALES REPS AND DO NOT SIGN WITB THEM!!!!

Worst system on the market

We have been stuck in a contract with ADT for a couple of years. We have had spotty service from the cameras at best. The cameras are great when a bird or bug flies by. But god forbid you want the system to work when an actual person activates the cameras. If you receive a notification that your camera has been activated, the activated camera will not work. I don't know if it's too much for the camera to work while there is actual movement on it or if the cameras are just simply junk. I can't wait for my contract to be over so I can invest in a true security camera system or at least one that works consistently. ADT, don't bother sending a canned response. Your computer generated response doesn't mean s#%*.

Worst alarm system we have ever had!

I have had alarm systems all my adult life and I have never had an company as unresponsive as ADT. My alarm system is 15 months old and the backup battery is failing. ADT says we offer a 12 month replacement warranty but you are outside that so you have to Pay us 40 dollars for a new one that may last a year, but we only warrant them for 12 months. Wow, not a happy camper!!! I have never had a backup battery go bad, until ADT.

Deceitful Business Practices

I have been a customer with ADT for a number of years. I moved in 2022 and installed an ATT security system in my new home. At the time I signed a contract with a verbal promise that a contract would ensure that my rate would stay the same. After about 6 to 8 moths I had a security camera go out and asked to have someone come out to fix it. I was told that i would need to trouble shoot it with a phone call. So they put me to work and I attempted to fix the camera with the help of a technician on the phone. We did not succeed and i wasted hours doing their job. The camera has been offline for the last 6 months. In the meantime over the course of the last 6 months ATT has raised my monthly rate from 68.00 to 90.00 a month (under contract). I was called by a sales person recently who wanted me to sign a new contract for 49.00 a month with a guarantee that by doing that I would stay at that rate. Really? I refused and now am trying to cancel my service, which they say I still am under contract for (a two year contract that expires in January). So now they have raised my rates and I will have to pay them the increased rate to get out of my contract. Do I have any legal recourse?

My doorbell cam through ADT has not…

My doorbell cam through ADT has not worked right since day one. Just like all the other comments from everyone else. Customer service Sucks! You sit on hold for 45 minutes to an hour, you finally speak to someone and all they do is pass the buck to somebody else and you’re on hold again for another 45 minutes to an hour. I’ve tried week after week after week with the same results, I will never use ADT again and will never recommend them to anyone. I hope if you read this and you are thinking about getting a ADT, please think twice. Schedule an appointment to receive an extra service. They’re there in a heartbeat but the minute there’s an issue and you want something removed. You will never be able to resolve your problem because they just pass the buck to the next person after waiting on hold for hours.! Don’t do it!

My smoke alarm has gone off five times…

My smoke alarm has gone off five times in less than a week. I’m told it’s because they batteries are low. I’ve changed the batteries and it still has issues. And now even beeps every so often letting me know that the batteries are low. It wasn’t doing that before I changed the batteries. I just tried to call ADT, waited on Hold for an hour, finally connected to someone, who, as anytime I call ADT, was nearly impossible to understand. He told me I needed to talk to a different department, but they ‘aren’t open on weekends’ then told me he’d connect me with another department that is open on the weekends, and then instead just transferred me back to the Main phone call system where it started all over again only to then be told the wait time would exceed one hour. This company is a joke. They are the best at putting you through the ‘runaround’ gauntlet. Hoping you’ll just give up and disappear for a while.

Absolute TRASH

Our ADT system is trash garbage and there’s no other way to say it. Our window sensors went down, and they wouldn’t even send someone until we replaced the batteries, even though the system was under a year old. We replaced the batteries and it still doesn’t work, and getting a service technician on the phone to assist us is impossible. Now, our camera for our doorbell has also went down. It only works intermittently anyway, and again, we’ve called, asked for call back, answered to find a literal automated system on the other end for us to have to go through the entire automated request system again to AGAIN request a callback. A thousand dollars a year and all we get is NO SERVICE, a halfway working system, and trash customer care. AVOID THIS COMPANY AT ALL COSTS. I will absolutely not be using them ever again personally or professionally.

I was a customer for over 20 years

I was a customer for over 20 years. In the beginning ADT was responsive and helpful. The service declined drastically in the last 5 years. To the point my alarm went off in the middle of the night for hours and no one would help me. My husband had to disconnect it to get it to stop. I called to cancel service in late July. Of course they stuck me with an entire month's payment before "letting me go." Pathetic processes and idiocy of reps at night. Thank you for your response. I did go through the lengthy process to cancel my service on July 30th. Hence the comment about being forced to pay through mid-September.

Fraud wire

If I could give negative stars I would. Absolutely terrible customer service and products. My surveillance for the front door went out and was out for a while with no notification for it. They charged us $60 to send a service repair guy which then proceeded to tell us we had to pay an additional almost $400 to get the camera repaired because the wire wasn't the wire they provided.... They sent a contractor through their company and wanted me to pay for their mistake? Because they kept the good wire and proceeded to say there was nothing they could do about but charge and replace the wire. Customer service clearly didn't care until we cancelled then tried to offer us a tenth of the cost we were paying monthly to continue the services. Absolutely ridiculous. Don't recommend.

Awful ADT Experience

ADT took over my security services from Ackerman and I immediately noticed the awful demise in the service and, in particular, ADT's customer service. I finally canceled my service. However, for the next five months, ADT continued to automatically bill me (for service that I mo longer had with them!). Calling their customer service team and having several conversations with their reps proved to be pointless/useless. Five months later, I was finally put through to someone in their billing department who said they would cancel the auto payments and refund the five months for which I was charged. Well, they canceled the service (thank God for small mercies), but did not issue a penny for the 'refund.' ADT is a money-grabbing, awful company. Stay away from them if you can.

Liars and crooks.

If I could, I would leave a zero star. I’m not surprised to see ADT has a one star rating. I’m sure it’d be less if a lower rating were available. That said; my experience has been a joke. I paid over $10,000 for a security system which included all new smoke detectors and water alarms. The system doesn’t work super well, so we rarely arm it. However I keep the service going because of the smoke/fire monitoring. Which maybe doesn't work right either because the fire department showed up at my house yesterday ready to put out a fire that didn’t exist. At the time of purchase, the salesman told me that I would get free lifetime batteries. So yesterday I just called ADT to get some of those ‘free batteries’ as there are several things that are low. the guy said ‘ok I’ll mail some of those out, you’ll see a thirteen dollar charge on your next bill’. Turns out ADT charges $13 for just THREE BATTERIES! That’s enough to change batteries in one (1) smoke detector. The guy kept telling me he’d have to transfer me to an agent if I wanted help with anything besides getting these $13 batteries. He eventually just transferred me anyway where I was sent to a phone line that had an absurd wait time. Still haven’t heard back on that promised call back. ADT is a bunch of crooks, don’t believe anything they tell you, especially not the sales bros that come to your house.

By far the worst company I’ve ever had…

By far the worst company I’ve ever had to deal with. They lie to you about your contract give you a hard time when you want service for your equipment they just want to take advantage of you and take your money. Also when you call them it will take an hour you will talk to 6 different people they all ask the same questions and try and do everything except what you want done. They suck in all aspects of a business.

Alarm system never worked properly

Alarm system never worked properly. Techs came out 5 different times, were never able to solve the problem. Early contract termination fees were outrageous, and when we cancelled the service ADT continued to charge us and then said they had no proof of cancellation. Hours upon hours of utterly wasted time on hold with horrible customer service, trying to upsell on more service and products the whole time. Worst company I've ever dealt with. Do not sign up with them unless you have plenty of free time to spend arguing with them on the phone. HORRIBLE company, horrible product, horrible customer service!!!

ADT intentionally makes it nearly…

ADT intentionally makes it nearly impossible to cancel service. They purposely make you call into a customer service number to cancel knowing all the while no one will ever pick up the call hoping that you will tire and just hang-up. It is true corporate subterfuge.

System did not work customer service…

System did not work customer service sucks endless transfers just to get disconnected on hold sent product back through FedEx in time granted and canceled my service they continue to try and bill you and coincidentally can't find your account when they do they say your adt blue transfer you and then adt blue says your plus and transfers you to plus who try and say your blue sat on phone from 8am to 12pm still on hold as I type this review I would rather let the thief steal my stuff then go through adt again

Impossible to cancel service

I have tried a total of 4 times today to cancel my subscription with no luck. I tried calling 3 different times only to be put on endless hold each time they transferred me to speak to an account manager. The first call I held for 1 hour and 10 minutes before I gave up. The second time I held for 30 minutes before hanging up and the third time I held for 15 minutes and hung up. The reps don’t care to hear my problem with canceling and immediately transfer you to indefinite hold. I also tried cancelling through “chat” on ADT website only to be told I had to call. I also asked for an address to mail a cancellation letter. No one would help me. I finally reported the issue with the BBB. I called my financial institution to block further payment to ADT. I have been a customer of ADT for over 9 years. ADT has lost a good customer and a good referral. Shame on them!

ADT literally stole money out of my…

ADT literally stole money out of my account!! This is theft and fraudulent! I noticed that they charged close to $200 from my account. I do not have automatic draft payment set up, I did not call in to the customer service line, nor did I email them and tell them that it was ok to take money out of my account. They took it upon themselves to charge my account what they wanted. I spoke to a representative named Rosenburg first, then an account's manager. The account's manager confirmed that I was not on auto draft payments and that the money should have never been taken out. He told me that he needed to put me on a brief hold and came back to the phone after about 8 minutes. Then he advised me that he cannot refund my money because I was set up on automatic draft!! AFTER, he had confirmed when we first spoke that it wasn't. Then he said, "maybe you had it set-up on auto draft before." He said that I could have accidentally hit "auto draft payments" when I called in to make my payments! Sir, why would I call in to make my monthly payments if I was on auto draft!!! I told him to go back and look at my monthly payments from last year until now. I let him know that this was straight fraud and theft!! He refused to refund my money!! I walked myself through the steps on the portal. If you are a customer of ADT, you know that there is no way possible for you to accidently put your account on auto pay. When you log in, it shows your payment, and right under the amount it says, "Make a Payment". You have to click on Enroll in Easy Pay, or go under the "Billing" Tab. Then there are additional steps that you have to take to set-up. This is not a one step, or one button process! I will not be continuing service with this company!!!

We were ADT customers for 18 years

We were ADT customers for 18 years. There customer service has been horrible but we were too lazy to switch because it was going to be so inconvenient to switch out the whole system. We finally did and it just took over an hour on the phone to cancel. There was always long waits but it was ironic that I had to waste and hour to cancel. They need to get better service

Worst experience ever

Worst experience ever. First they sende self set up and told me how easy it was then the camera didn't work they @end me a new one and try and get me to pay for it all and none of the cars didn't work in the first place the account manager was horrible all she wanted to do was charge me and that's what they do they give u the run around until 30 days are up and try and charge you. please listen don't use ADT!

Save yourself. Go elsewhere

Absolutely the worst. We just had to update our system and they used bait and switch. The alarm can’t be armed, won’t stop beeping won’t stay off if I shut down the system and all we get are automated phone calls that our system is having troubles. What a joke!