Don't Answer Phones or Return Calls, Refuse Refund over issue THEY CAUSED.

ADT has been an absolute nightmare to work with. The rep came out and told me the different options they could provide me with. The lease where I live and want to install the system is only a year, so I didn't want to be locked into ADT's 3-year contract. The rep told me the alternative was I could buy the equipment up front ($1000) and could install it myself. Doing self-install would make it so when I moved, I would own the equipment and I could take it with me. He mentioned NO difference in equipment with the self install vs. the standard option. So it seemed that was the solution to my problem and I chose self installation. I received the equipment and realized the cameras are held in place magnetically. Making it incredibly easy for not only a bad guy to steal or destroy them, but even for wind or hail to knock them over. Frustrated that this is what ADT would offer as the "safest security provider", I called to see why the cameras were so poorly designed and what could be done about it. After 2 months of trying to get ahold of someone who could help, being passed around like a hot potato to multiple different reps, waiting on hold for well over 7 hours total, plus selecting the "receive a call back" option with ZERO returned calls, I finally learned that the self-install equipment is different than the regular equipment. I would have never purchased it if I had known that. The person I talked to today after 2 hours of hold time, also couldn't help and said since I'm outside of the 30-day window for returns, they won't return the equipment. Even though I explained to her over and over that the only reason I'm passed the 30 day window on returns is because ADT won't answer the phone and that's not my problem. She said there's nothing that can be done and insisted they won't return my money for products that are still in mint condition, most of them still in their original packaging. So then I said I at least want a refund for the monthly service fee I've paid for the last 3 months, since I never set up the account and she wouldn't even do that. When I asked to speak to her supervisor, she refused. After me insisting, she finally put me on hold only to come back on the line and say no supervisors were available and one would call me back in the next 48 hours. When I told her I had doubts I would ever get a call from a supervisor and asked if I could have that supervisors name and number so I could call them if I don't hear from them, she refused to provide any information. I am unbelievably unhappy with ADT. They are a customer service nightmare and I deeply regret ever trusting them with my money.

In-Person Tech service fee is unreasonable!! The time it takes to get help is always longer than 30 minutes

I knew if got a new internet provider, I would have to contact ADT. They tried to help over the phone but said I needed to unplug the camera which I physically cannot do. They installed it in my garage door opener plug, in the ceiling. I have a prosthetic leg, no way can I climb up there. I was informed that I needed to have a tech person come out for a fee. I was told a fee of $139.00. I knew it was my fault so I just waited. I didn’t use my cameras over the next few months. Then I called a few times to try to set up an appointment but when the wait was longer then 30 minutes, I had to hang up. Today, I finally got through to a person (after 46 minutes) and was told that I had the service price amount incorrect! It was a trip fee of $59 and a fee of $139.00 PER 30 MINUTES!! If anyone has ADT, I would suggest that you do not change internet services. If you are looking for an alarm system, do not call ADT. The person that installed my cameras was very friendly and knowledgeable. After it’s installed, you are on your own.

Beware of Cancellation Nightmare: Three transfers and a disconnect plus now waiting 60.25 minutes

I called to cancel my ADT as I am taking over the service from my father who passed away. I was transferred 3x with no explanation and then disconnected over the course of 28 minutes of being on the phone. I was never able to cancel. Now, I am calling a 2nd time as I write this have and been on hold for 12.45 minutes listening to ADT promo commercials intermittently. In the three conversations I had before being transferred and disconnected I never received any sort of offer for reasons to stay nor offer to upgrade the system since is is over 15 years old. I was willing to listen when I first called but after this experience, no way! Just to further add to this nightmare story, ADT is hotel California you can enter but you can never leave. For the second call I was on hold for 1 hour and 15 minutes then it took another 20 minutes to go through all of the sales pitches "while account close was being processed" to close the account. Clearly they are a compnay bleeding customers and their retention strategy is never talk to the people who want to close!

I canceled my adt service after 6.5…

I canceled my adt service after 6.5 years. Their wired cameras rarely work and do not see in the dark. The base monitor beeps at times for no reason. Usually when you are sleeping. After 6.5 years I was still charged with a 760 dollar cancelation fee. Not good for a retired person living on a fixed income. Improvement: Get rid of ridiculous fine print contract that is not explained when purchased. Step in line with simply safe fees In prove your product, especially your outdoor security camera. LISTEN to customer base before it vanishes

This is the worst company in a growing…

This is the worst company in a growing list of "worst." They will not let you out of your contract even if they agreed to it because they are run by separate entities. I tried to transfer my service to my new house but couldnt because I already had service there. They talked me into a remote service (boxes I could put at rental homes) so that I wouldnt get a cancellation fee. Then they sent the equipment, rebilled me $40 a mo for the remote service. AND then charged me $1000 for termination. When I tried to call I went through a gauntlet of Indians who never fixed the problem.

Worst count me

Worst count me, I've ever done. Business with customer service is garbage. They always lie until we'll look it up. And we'll call you back, they never do. They can never do anything to help me. The batteries for my cameras are supposed to last. Over a year. They don't even last 10 days before. I have to climb on my roof Hey, come down and reach hard then biggest waste of money in scam I've ever been in. I would like to learn everyone. Read what you are getting into. They may tell you you have 30 days to cancel. If you don't like it, that is not true, you will not be able to cancel. It is K3 or contract, and there will be no opting out. Terrible customer service what a garbage business. I do not recommend anyone at all. Look at all the bad reviews. Do you want a business without me? Bad reviews in charge of keeping your family safe.

Would rather kill myself than have to…

Would rather kill myself than have to deal with another ADT representative ever again (especially Fran). I waited on the phone for over 2 hours to speak with someone and she was unhelpful. She mumbled her words and when she realized that ADT was at wrong for charging me a cancelation fee even though I was outside of contract, she quickly hung up on me!!!!! SO rude. It literally takes less than 5 minutes to start service with ADT but over 8 months to try to cancel with them. They've sent out debt collecting agency to try to get me to pay for a service I am not receiving, and when I try to contact them to dispute, they purposefully make it difficult to get any traction on the issue. I will support ANY ONE besides ADT moving forward and only have negative feedback about them to share with my friends and family.

I've been trying to cancel my service…

I've been trying to cancel my service for over a year and every time I call they hang up on me. I don't know what to do. This is driving me insane

Just don't go with ADT

They increase your rate over time and then still try to make you pay for their tech issues. We tried to cancel and they agreed to lower our rate by $50 per month and waive a service charge if we agreed to stay with them for a year. Well, they locked us in on a contract but then did not hold up their end of the bargain. I had to contact BBB, it's that bad. Don't do it.

Signed up and was supposed to receive a…

Signed up and was supposed to receive a $200 Visa Gift card. Dropped $600 on upgrading the system during install. ADT confirmed said I qualified for card and said I should receive in 30 days. Yet here we are over 30 days....5 phone calls...tons of transfers from department to department. So many excuses and even some acknowledgements that I supposed to receive and still nothing other then call the Sales Team. Think at this point its a scam to have to sign up and give up.

Worst service ever

Worst service ever. I lost the count of how many times I reached out to them because my cameras are not working. They charged my card every month but don't provide the service according. I am trying to cancel and they want to charge $750 when the reason is more than obvious and it ia because cameras don't work.

Would have given zero stars if I could

Would have given zero stars if I could. Had an existing account with ADT and made the mistake of transferring the service to a new location after moving. They sold me on “waiving the cancellation charge” if I relocated and so I signed up for a new contract. That was a mistake. They charged me $1,000 anyways- so, I paid them a significant amount for the original system, $1k to cancel the original contract and now have another contract for three years for an additional amount of money. Calling customer service is a grand waste of time- either people don’t listen, they don’t know what to do or they don’t care. Keep getting bounced around and on hold for hours- still no “refund”. Company is disorganized and dishonest. When i asked the credit card company to dispute the charge, ADT sent the original contract showing that cancellation charges apply. They use bait and switch tactics to secure sales. I cannot believe this corporation allows some of the representatives to speak with clients- it’s clear the agents are untrained and lack any business sense. I agree with what someone else wrote- SCAM. STAY AWAY. There are a lot of options out there- pursue them.

I would like to give them 0 stars

I would like to give them 0 stars. Between my husband and I we have spent more than 6 hours trying to fix what was done wrong on ADT side. My DVR stopped working, I called tech support, they walked me through a few procedures and the DVR was still unresponsive. They indicated that I needed a tech and that because I participate in the protection plan there would be no charge. Which has been the procedure since I have had the CCTV since 2013 years. Today the tech arrives and says that I am going to have to pay out of pocket for today's visit. I discussed with him that I have to protection plan and will not be paying out of pocket. I called billing to verify this claim and they agreed I did have the protection plan. The tech was gone by then, when I called tech support to see if they could send me the DVR and I would install it because I could not take the day off again for a tech. I was then transferred, hung up on put on hold for 3 hours to end up in billing and they said there's nothing they could do. My husband called and then the 4 hour scenario started all over again. After speaking to a billing manager she found I did have the protection plan and that my cameras were taken off line by ADT since 2019, so since 2019 I have been paying a bill for a service I haven't had and when ADT agreed to come to put the cameras back on line they wanted a credit card. I have never given ADT a credit card nor will I. Therefore ADT will not come to my home to fix what problem they created. What I did learn today is that ADT doesn't know what to do or how to fix a problem. I don't know what happened to them, they were always a good company to work with. I will be shopping for a new service and ADT owes me money for the years of service I have been paying but didn't have my cameras on line. The incompetence in every department is mind boggling. From reading these other reviews it looks like the company is going down hill fast.

Stay away from ADT!!!

The customer service has been horrible to work with. There’s a 6 month money back guarantee that they tell you about but they do not let you get out of the contract if the cameras aren’t working because that is not apart of the “security system.” ADT is not at all concerned with the quality of their service and security. Their only goal is to lock you into a contract to make you pay thousands of dollars with zero care about your customer experience. Dealing with ADT has felt like a total scam!!! STAY AWAY!!

Think twice and still deny!

After having this service a number of years, on 4/21/23 I called to cancel it. A month later, when I received another bill showing the account was now past due, I called again. The agent told me I had to provide a 30 notice prior to cancellation. Not true. Later that month I received a call from ADT telling me I was still past due. I told the woman I had canceled on 4/21/23, and she acknowledged that fact but told me the call had been disconnected. Yes, thinking I was done, I had hung up. Now, I am still getting bills, also showing more past due amounts. Don’t go with these people. They have a sense of entitlement that will amaze you!! After speaking with 3 other people unsuccessfully, I finally got Sheena on the phone, and she has canceled my service dated back to 4/21/23. However, she advised me that there IS a 30 day advance notice required! How they get away with this is really amazing! I didn’t have to wait 30 days for ADT to begin service?! How DO they explain this?! Overall I am very disappointed in my years as an ADT customer.

Customer service experience awful

Customer service is terrible. You call and wait for over an hour, try to speak to someone about cancelling as the system hasn’t worked right from the beginning and they want to charge you even though you are not even using it. They cannot answer why you are getting calls in the middle of the night for a low temp when your system isn’t connected to thermostats, and they cannot disconnect from thermostats because they say they are not connected to begin with

9 years and 1 month

I have been with ADT for 9 years and 1month..I would ALWAYS defend the company (ADT) Because they have been a help to me...But every since I moved and tried to get my service transferred has been a challenge..I have learned from this experience is to not judge others on how they feel about a situation... Because you very well could be next...If there is more than 10 people saying the same thing well there it is... listen and take notes...YOU WON'T LAST LONG ADT BEING DIRTY!!!! YOU WILL BE A FADED MEMORY ONE DAY

They will keep taking your money, even after you cancel. Even if you have no phone or internet.

After paying for four years of service I called spoke to a person and cancelled service. I then removed my land line and internet. Almost two years later, ( yes, my bad for not paying attention) they were still taking money for NOTHING. No service. No way of providing service if they wanted to. Evil company

They charge a bunch of hidden and…

They charge a bunch of hidden and unexpected fees that are not transparent when buying their equipment. Then after you want to leave there company they want to charge you a fee to discontinue service. I will never use ADT and i advise to stay away from this company.

The worst customer service.

The worst customer service. A bunch of morons hiding behind a phone. There’s never a manager available. They want you to do their job for them!

If I could give it zero stars I would

If I could give it zero stars I would, I am simply trying to close the account and have worked for over 3 hours to do so to no avail. They have the worst customer service ever, DO NOT HIDE THEM

Unreasonable

I been calling ADT over a month to cancel my services. My home was up for sale been sold and they will not disconnect my services due to being in a contract that doesn’t end until 03/17/24. The customer service representatives have been awful, they ask for a number to call you back on then hang up. You try to do business with reputable company and they are the worst. Finally, I’m on the phone with a cancellation agent that seems to be willing to cancel the contract for $590, then states I will still be responsible for the bill that’s bull s*** those numbers do even add up. They are scammers and unethical people.

Good until you try and cancel

Good until you try and cancel. I found another company that will do the same monitoring for half the price. When I called to cancel my monitoring with ADT you "must" talk to someone where the hold is an hour. I tried twice then I just hung up. They can argue with Visa about it I'm contesting the charges. UPDATE: called the number below that they said to call and wait time was over 30 minutes. They are scammers. Plain and simple.

I signed up for adt service in 21 when…

I signed up for adt service in 21 when I moved to Cleveland Ohio to get my dad out of his nursing home so he could pass away at home. My daughter arranged install on my behalf and the guy that came out I informed him I only will need this service for a short period. He informed me no problem you can cancel anytime. When about a year came and I was done with my stay I was told in an extremely rude manor I will be sued if I don’t pay full amount of contract. So I transferred service unknowingly I had to sign a new 3 year contract. And when I was setting up this forced deal the operator told me I could cancel after about 8 months. Well none of that is true. Does ADT hire liars and cheats to take advantage of people

worst customer service EVER

all they want is money and copied the chat and it wont even let me paste it into this box 4 times and 1.25 hrs now on hold to Cancel an account that will not sent some one to fix 2 things its all good 12 yr customer here and no more please stay away from this company and their response call us and tell us ... they wont answer the phone hahaha and the chat agent is useless because you cant cancel an account thru chat oh but they will up grade take your money and change service because its beneficial to them just like I said their response would be CALL US and wait on hold for 2 hours again no thank you