Horrible

Horrible , horrible customer service , don’t return your calls , didn’t provide a return label to send back the equipment . After cancelling the service with ADT still continue to apply charges . The manager spoke in a very aggressive and disrespectful manner . Avoid their service .

If I could calculate the hours wasted…

If I could calculate the hours wasted with ADT I don’t even think I would want to know. After 6 years of paying for this service it doesn’t even work! Our carbon monoxide detectors were all going off and ADT never called. A service technician confirmed a signal was never sent to ADT. Then they billed me $430 plus there would be a service fee to install new carbon monoxide detectors. Giving me the run around on my credit so I had to file a claim with my credit card company as these were never installed. After ADT technician showed up seeing nothing about them agreeing to replace the equipment under my service plan at no charge or even having enough CO2 detectors to provide the service - I gave them one last chance. Again technician (only competent person) called to say again the order was messed up and he didn’t want to waste my time showing up. Cancelled everything don’t be like me and waste your money. Completely useless

False alarm after service canceled

We canceled our ADT service after the sale of our condo. It was supposed to be a complete cancelation, no transfer of service. After closing on the property, 11 days later a false alarm occurred with the new owner occupying the property. We were sent two invoices by the local police department totalling $420! When we contacted ADT, we were told it was their policy to allow for 30 days to cancel service and we should have asked for the system to be in test mode! If you are considering ADT, run the other way as quickly as you are able. They are unscrupulous. Edit - if I could have given negative stars I would have. Your reply is a slap in the face you idiot! How on earth should we have known to request the system be put in test mode to avoid a false alarm?! You people really are a special kind of stupid. But, exactly what should be expected from your lousy company!

Fix your own stuff and be prepared to wait forever.

Forget ever getting anything fixed unless you are able to do it yourself. I’ve had this system for about two years and have only set the darn alarm twice in all that time. The door bell camera went offline Dec 6, 2021 and is still offline and now my doorbell doesn’t work at all. When you call to get a service technician, they just set up an appointment to call you and talk you through fixing your own stuff. When that didn’t work, I was told that they would send someone out. That was a year ago and I have still not gotten a tech to come out. Now one of the window sensors is broken, my outdoor camera does not work and I have been paying for service and equipment I can’t use. I can’t access my indoor cameras on my phone because I changed my phone number and no matter how many times I’ve called and updated my number, I can not access the system through the app because it’s still set up with the old number. I’ve uninstalled and reinstalled the app to no avail and customer service/tech support has been no help at all. I waited on the phone for 25 minutes to cancel my service and just got hung up on! Now the wait is 39 minutes! I’ll definitely not recommend ADT to anyone.

Extremely deceptive billing practices

Extremely deceptive billing practices. Removed my auto pay bank account as our business moved banks. 16 days later that charged that OLD bank account, (payment returned), they then charged me fees despite the correct information being updated. They claim that they can still charge your old account for 30 days after you have removed permission for them to do so!!! Be very careful when signing up with them. They will use inaccurate information, bill old accounts purposefully just to impose additional fees. ** UPDATE After reply **. This isn't a policy cancellation - it's a change of payment information, where permission to charge bank account has been revoked.

I got conned by ADT

I never chose ADT. I was with another company that sold out to ADT while I was deployed. During the transition my system stopped working. I was deployed with no contact for almost a year so I wasn't able to fix it. My home was unsecured the entire time I was gone because of this issue. When I returned home I called ADT to cancel with them since their equipment didn't work and I wasn't happy with their service. During that call they left me on hold for almost an hour. They kept picking up then "transferring" me to another representative who would place me on hold again. The entire conversation took over 3 hours. They attempted to charge me almost $900 for ending my "contract." I never signed a contract with them and they can't provide the contract for me. Their business practices are illegal and they are snakes trying to take advantage of people. AVOID AT ALL COSTS!

ADT is just awful

ADT is just awful, the list of problems is just too much to type. The price they charge for the quality of service doesn't even come close to matching. DON'T GO WITH ADT, I should've listened to my wife. Now we're stuck with this contract. We had issues with one camera and the tech literally told me and quote, "we don't cover that camera anymore so there's nothing we can do", so they expect me to pay for a camera that doesn't even work. DON'T GO WITH ADT!!! edit...If I could give this negative stars I would.

Do not buy ADT even they give it for…

Do not buy ADT even they give it for free. Worst customer service on the planet. They will charge you even after cancelling the service

GREEDY COMPANY THAT DOES NOT CARE ABOUT YOU!

We had an alarm system installed by GHS security years ago. Apparently they were bought out by ADT last year. We were on automatic payments for years, never a late payment, and some time in November ADT decided to charge us triple our usual monthly charge because there was no charges for the few months prior, while the buy out was happening. (Which we did not realize at the time) There was no warning of this happening, and the only explanation was sent via email, which got lost in a sea of emails as we weren’t looking out for ADT emails because we did not have ADT, we did not sign a contract with ADT. On top of that the email only stated they had taken over, nothing about any back pay. Come January we call trying to cancel, but without the account number readily available, the customer service agent said they couldn’t cancel, the agent then told us to go to the bank and cancel our card. So we did just as that agent said. Then all hell broke loose. They start blowing up our phones. We made SEVERAL calls to ADT over the last few months trying to resolve the issue. We were constantly transferred, put on hold, and hung up on several times! And after all that they didn’t officially cancel the account until March. Now we’ve been sent to collections and they want $1000 when our monthly was only $58.79. This is beyond unbelievable. Not to mention, THEY DON’T EVEN HAVE THE RIGHT NAME ON THE ACCOUNT! This company is doing what all big corporations do, monopolizing the competition to continuing down their disgustingly greedy path. SHAME ON YOU ADT!!!

I contacted ADT customer support…

I contacted ADT customer support regarding a low battery on one of the sensors at my house. Once the customer support person answered the phone I explained to him that this was the fourth time that I’ve had to change the battery. I don’t know whether he misunderstood me or not, but he still went on to troubleshoot or attempted to troubleshoot the system, it didn’t appear he had a lot of knowledge, but it could’ve been our connection. I am unsure. To make a long story short I explain to him when I initially spoke to him that there was an issue with the battery and why is the batteries continuously going low on this particular Area. He went on to say that make sure I know what location that the alarm is going off in the location that represent the low battery. I told him at that point I am positive. I know it in the end he looks further and said well what we can do is send your replacement battery. At that point in the conversation, I stated that everything points towards the sensor in order for the batteries to continuously go bad since my system was installed in September 2022. He asked me could hevtransfer me to another area I said OK. Once I spoke to, one of his colleagues, after I explain to his colleague that I felt that it was the sensor due to the many battery failure since it was initially install he gave me two options. They can send a technician out at a $59 plus charge or they can send me a sensor for $50 and they just walk me through it, I tryed to explain to him that it appears that the sensor initially was bad when it was install. He stated there was no note stating that there was any indication of anything wrong with that sensor within the first 90 days so in so many words he’s telling me you got to pay the price I asked could I speak to a manager supervisor he said no there’s nobody else you can speak to. I’ve had this ADT system since September 2022, I’m somewhat disappointed in the attitude of some of the customer support people. I don’t know what type of training they have had , but I just believe that this issue could’ve been addressed better. This gentleman was very adamant that I had no recourse, but to pay the price to replace the sensor. I stated that I believe that possibly the sensor was put in damage at the beginning of installation. Unfortunately as a customer and the fact that there are no notes on my profile stating that there was any batteries issues at all puts me at a disadvantage and I’m disappointmentas a customer. Have options I know, but I’m just disappointed that , the customer service was really weak. Now I’m stuck in a contract that I know that I can cancel but it will cost me in the end. I would like to believe no one else has had to endure what I have been such a short time with ADT I don’t believe , the way the conversation went is the common practice. I will eventually have to pay for the sensor or keep replacing batteries every time the alarm goes off, I’m sure the company has a better way of handling such issues and I hope that someone eventually realize that if I had to do it again, I do believe that I would avoid the installation .

The worst security system in the…

The worst security system in the world.. I keep getting the run around about system that's not working.

Unhappy 20 year ADT customer

I have been with ADT nearly 20 years and before my recent system upgrade I was satisfied with my service/billing. My opinion has changed. On 1/29/2021 I signed an ADT contract and the specified Total Monthly Service Charge was actually what I was billed. In early Feb 2023, I was informed that ADT was making digital system upgrades. ADT representative came to my house, briefly explained the new system and I ended up signing a new contract that indicated Total Monthly Service Charge of $56.99 ($10 less than my old contract) - I assumed (which was a mistake) that since previously you billed me the contract specified Total Monthly Service Charge you would do the same this time - WRONG - for some reason NOW your Total Monthly Service Charge isn't the total you will pay - you jack up the total and I have been paying $62.63 plus $869 over 60 months to pay off equipment you installed. Then I find out my old ADT smoke detectors were not even connected to new digital system, so I have to spend another $171 for new smoke detectors. To make it worse, since I have automatic billing to my credit card I only recently checked actually ADT charges and that is when I found out ADT jacked my Total Monthly Service Charge up and for some reason ADT also forgot to stop charging me the $67.46 for my old contract - so I was paying for 2 contracts. After I contacted ADT they are reimbursing me that amount. I should have stuck with my old ADT system - it was working fine. I have been on the phone with ADT for the last 2 days. I am very close to just paying balance of my installation costs and getting a security company I can trust.

False sensor alarms

For months I have had false alarms on bedroom window. ADT said bad batteries. Bought new. The lady from ADT did not instruct me that a reboot was needed in the sensor. Last night 4 more alerts. ADT called 3 am and 4 am. The window in question is on a screened porch with a Ring camera so there is absolutely no reason the sensor should be triggering. They will not admit the sensor is bad. I have had ADT for 11 years and they will not reinstall a new sensor. They are insisting the sensor is ok. REALLY?

I called to cancel the medical alert…

I called to cancel the medical alert system two days ago. So far Adt will not help me out with a return label. Not sure what that means just wondering why they are dragging this out.

Very unpleasant experience

We have been ADT customers for about seven years. It was very difficult to get someone on the line to help with a problem. I had been considering getting a new company for over a year. A representative from another company came by, and I signed up with them. When I finally was able to reach someone at ADT to cancel my service, the person was extremely rude. She kept me on the line for 15 minutes, using high-pressure and scare tactics, trying to get me to remain a customer. She also said very negative things about the company I had signed up with. After that bad experience, I would never again consider using ADT.

They suck

They suck. I called because my system was saying that I had a dead missing battery, I replaced it. Still shows after reboot. I took out all batteries for every window sensor and then put them back in and rebooted. Still shows. They still show the shock window open. I am unable to arm my system or disarm because of those. I called and was directed three different times to three different people. Each person acted like no one told them what happened so I had to tell each person the same thing over and over and provide my details like name, address, and verbal password three different times. Then the third guy told me something about something happening at 10, I could barely hear him and in the middle of him talking he hung up. Didn't even call back. And I have nothing resolved. Worst company because I can't even get rid of ADT until my contract is up. I will forsure get rid of them and never recommend them to anyone.

This is the worse company I have ever…

This is the worse company I have ever dealt with. They bear the fruit of dishonesty, misleading, and they will do anything or say anything to keep you onboard. If you call as a new customer they pick right up. if you call as a existing customer you will stay on the phone for hours. Please go to CPI or another company. ADT is Uless and money hungry. I have no words for the terrible customer service I have experienced with this company. It doesn't deserve one star. I'm on hold waiting to cancel my services now. I have been trying all day. I have spoke with a rep named Redd, Jalen, and three others with no results.

This is one of the worst customer…

This is one of the worst customer service experiences I've ever had. Their technology just doesn't work. When their system prompts me to input my credit card, I get an error that they only take Visa and Mastercard even though mine is a Visa. I tried several times and then got disconnected after being on the line for 30 minutes. Then I went online to try to update my credit card and there was also a glitch that didn't allow me to store my card. When I called back, they transferred me to the wrong department several times. I could barely hear the representative. They really need better technology, it shouldn't be this difficult to process a simple request. I've been on the phone over an hour and still haven't been able to cancel my account.

I have had ADT for many years and for…

I have had ADT for many years and for past 4 months have tried to cancel service - they are still charging me! I have called over and over only to be put on hold - 1 hour and 36 minutes till I finally hang up 1st time! 1 hour 2nd time, 56 minutes 3rd time, and so forth!!! They continue to bill me and call me for bill and when I get into it about cancelling they hang up!

Horrible installation

The guy came out yesterday and hung a camera and wires showing it look so unprofessional. Everyone else went in the attic when I got my other cameras. The wire going across the outside is embarrassing and look a hot mess.

I have ADT alarm installed 6 months ago…

I have ADT alarm installed 6 months ago and I have made compliant about the service they delivered and price they agreed and high price i am paying but still not resolved the compliant.

I've been trying to cancel my account…

I've been trying to cancel my account for 2 hours. I was hung up on 4 times, called customer service vs the promted number, spent 40 minutes with them to try to cancel it but couldn't wait any longer. Called customer service back who assured me it would be a 17 minute wait to talk to who I needed to to cancel, 30 minutes later they still haven't answered the phone. They make it literally impossible to cancel. There is no other option vs the phone and you literally are unable to get through to cancel.

Shortly after getting ADT service

Shortly after getting ADT service, I called to cancel because I did not need what they were selling me and there are cheaper alternatives. I was told that I was locked into a three year contract and that my cancelation fee would be $1,500 dollars.

NOONE CARES ABOUT EXISTING CUSTOMERS

So as everyone can clearly see from this complaint whenever you write a review on Trustpilot you get a reply back the same day apologising and asking you to send an email to "adt@alwaysthere" but they are actually located in the USA and then tell you they cannot help you as we are in NZ. Clearly this business does not care about any of their customers as otherwise given that is the 3rd complaint to Trustreview someone would have contacted us by now. Next step is a complaint under the fair trading act to see whether this gets us anywhere.....

Good luck canceling

Good luck canceling. 3 hour phone call. Don't waste your time. Service is HORRIBLE! They are only there when you want to place an order. I responded to their response thinking they actually cared. They ask me to call the same number which it took me 3 hours to speak to someone. GET LOST! You're company has wasted enough of my time!