They have the worst customer service of…

They have the worst customer service of any company. They used to be great. You can’t get a hold of a human being. All automated. Referring you to their website and their stupid app to get answers. Bottom line. They are cutting expenses and having less customer services reps on their payroll so they can mane more .money

Response to "Mazen" Complete Mess! Live&Learn

Response to Mazen, We've already been down this road... As our review stated, "every" department we encounter with ADT resolved nothing. We will tell you what we did do: Contact our states' Attorney General's Office of Consumer Affairs and filed a consumer complaint.

32 years.......not sure on 33

Have had ADT for 32 years. Just had ADT added to my new home. Daniel did a great job for us....he was our salesperson in Minnesota. We had our home system installed in 2020. 3 days ago a weak battery signal came on , so my wife replaced it. We were told they would last 5 years. Replaced battery and it was still showing weak battery in the glass breaking sensor. So we called ADT.......WOW.....what brain damage. Just called to see if anyone could help us. After 6 different transfers and 6 different people, 3 of whom could not speak English and after 50 minutes on the phone she got frustrated and started to cry. I told her to hang up and I was getting ready to throw ADT out of my 2 homes and Business. Well, before I would throw them out I was going to make a call to them. Guess what ? I called and got through to their Technical support person. His name was Franklin and he was so kind, spoke good, very polite.....all you could ask for. Franklin walked me through how to reset my system and it was easy with Franklin. ADT is so lucky to have Franklin, because they almost lost me after 32 years. ADT....would you please promote Franklin to run your customer technology helpline center. If you read this review and need help.....Ask for Franklin in Texas and work with him. ADT ....you better wake up and look at how your customers are being treated. Phone calls for help should not be brain damage. Have the people speak English for us that speak English. A phone call for help should not take 50 minutes and 6 transfers. There are many security systems to choose from these days......customer service is everything.......I know.....been in that business for 47 years. If you even read these reviews and want to give me a call , you have my cell number on file.....have had it for 32 years. Jack

COMPLETE MESS! LIVE & LEARN

I am giving ADT one star for the sales rep, he is good at his job. In our experience, the "rest" of ADT's advertized "professional services" are non-existence from customer service, technical support to billing. All ADT equipment in October of 2022 was removed from our home due to move and sale of the our home. ADT was notified of this and buyout was to be billed to me in November 2022. Home sold in November 2022, no buyout statement. I contacted ADT, they had no record of contact for cancelation request. December 2022, we contacted ADT again, they have no record of cancelation and buyout request. January, February 2023 "AGAIN", ADT claims to have no record of buyout request from me and request of CANCELATION of contract. Every month, I had to have ADT correct my billing information and inform them of my request, each month I was assured ADT was on top of the situation. I was still recieving email notifications of alarms going off in this home. "ALL" ADT equipment had been removed prior to sale of the house in October 2023. Technical support had no explaination for why this was happening. I finally received a response from ADT in March 2023 after, I had my financial institution "Stop Payments" to them. I received another case number from ADT customer support, a buyout amount, I included the monthly fee, and promptly paid both. The customer service representative informed me I would receive a zero balance statement with acknowledgment of contract closed within 30 days (same thing I was told each month). My financial institution verified ADT received funds for buyout and for monthly payment. Well here I am it's May 2023 and ADT has sent me a past due statement on an account that was paid in full, canceled and closed. The statement was forwarded from our old post office. I spoke to customer support, ADT has "NO RECORD AGAIN" of address change, no record of case(s) numbers as May 2023. We can verify, via our phone carrier, dates and times we contacted ADT. Amazing, ADT verified the telephone call I made to them in February 2023 and that the account was closed, but nothing else. Except, ADT came up with a "different amount" for buyout, which is more than what I was quoted. Customer support representative wanted to know "where I came up with the buyout amount"? Unbelievable, when your spending over a $1000.00 to "buyout" of a failed contract, you double check the amount, before payment is rendered. If ADT would have competently honored their end of the contract, we would have moved our contractual service to our new home. We faithfully honored our part of the contract, ADT failed miserably in their departments, (plural, it wasn't just a failure in one of ADT's departments). ADT will not receive another penny from us and we will not ever again recommend ADT Security Services.

ADT is known for their poor customer service.

One year ago, I spent over $4000 upgrading my ADT system. I have been a customer with ADT for the past 30 years. I made three calls trying to get a defective sensor replaced only to be advised to repeat several steps I had already performed to no avail. Three new batteries, rebooting the system three times, along with other troubleshooting maneuvers resulted in my being advised that I would need to have a technician come to my home. First of all, there is a $60 charge (above and beyond the exorbitant monthly fee) just for the pleasure of letting the technician into my home. Secondly, I cannot experience this pleasure for one week! There is no question the technician will resolve the issue (at my expense) since that has been my experience in the past. In the meantime, the security ADT prides itself on in their commercials is nonexistent to me for the next week. Maybe they are paying the Property Brothers too much money and not hiring enough technicians. If you are looking for a security system with good customer service look elsewhere other than ADT. Something has changed over the past five years. I elected to write this review after reading the horrendous reviews ADT receives on multiple surveys. I certainly concur! Take the time to read the reviews. The only positive ones are regarding their technicians, not customer service. God forbid I ever have to contact ADT for an emergency. If a business cannot get at least two stars on surveys regarding their customer service that should tell you something about the company. By the way, many of the technicians are independent contractors unaffiliated with ADT. That explains why they get good reviews.

Zero stars

Zero stars. If you call ADT Home, barely any wait time. If you have ADT plus, you will be waiting for hours any day of the week. Nothing is an emergency. Even if your system is not functioning like it should. Mine was not working at all. All I got is "I don't know". No return calls from a Virtual tech. They do not like solving problems. But Adt sure did not forget to bill me. And this is a security company.

ADT Security Unbelievable

Unbelievable. I am a previous ADT security customer grandfathered in from Ackerman security. I recently changed out a cell phone requiring a new app installation to continue using this service I'd had for years. After finding out that the new app ADT suggested wouldn't work, I continued to work with ADT in an attempt to continue service with them. They talked me into having a tech come out and signing a new contract contingent upon installing a new front door camera and making my current indoor camera work with the new app. The tech installed the door camera, however the new app still would not work with my current system and indoor camera. I continued cancelling the service since it couldn't work. Or so I thought. Problem 1: I was told that there was a 3 day policy for cancellation a week later while trying to cancel. Problem 2: When the account rep re-signed me up and setup this process, it was April 6 (Thursday). The technician was to come out that day; and by days end I was stood up! The following day they reset the technician installation to Tuesday April 11. This turned the entire process into a 4 day extension (business days). Was this done intentionally? Because Problem 1 & 2, turned into Problem 3: An attempt to bill me $504.45 for service that I cancelled within those 4 business days (acutal two days considering the day I was stood up and rescheduled). It makes me wonder if this was all a scheme that they stood me up to extend that time past a 3 day forced to bill cancellation date? What kind of business practice is this? I am now to be forced to go to the social media airwave and inform my friends, family and others of ADT's low level tactics. To include, I must have spoken to 8-10 different ADT reps and support people burning days and hours of time in attempts to get this corrected and cancelled. Numerous attempts to try and find where to email or mail a letter regarding this. All of that to no avail, but however I am leaving this review here and making an attempt to forward a letter to a googled ADT Security office listed in Boca Raton FL along with a copy to the Better Business Bureau.

Adt has fraudulent billing practices

Adt has fraudulent billing practices. I canceled my service in February after my contract was complete. They continued to bill me and when I called to resolve got transferred multiple times only to be given another number to call. They told that they had the record of cancellation. They are committing billing fraud. I am sure this practice is widespread. They should be sued

If I could give 0 I would my mother…

If I could give 0 I would my mother had passed away but no sorry any form of sympathy or sad to hear about her, no they wanted the death certificate however this would have to be scanned which I can't do I Asked for an envelope to send it to the company the assistant said I would have to send it to the head office in Manchester but no address or contact given I would avoid at all costs the poorest service ever given.

A month later and I still can't get…

A month later and I still can't get assistance with my security system. This company is the absolute worst! I spend so much time calling them just get nowhere. I am truly exhausted. Run away from this company.

Shoddy response to Alarm notice

Just had my ADT Home Security System at a second home send an alert that my hallway alarm was activated. I called ADT to investigate what was being done in response to the alarm. I waited for the 'next available' for several minutes. ADT said the police had been notified and would respond. IF there was a problem, the police would call ADT. However, if it was determined that it was a false alarm, the responding police WOULD NOT notify ADT. We could assume everything was secure. NO ONE WOULD LET US KNOW ANYTHING. ADT said we could call the police and inquire if we wanted a definitive answer. The police said they considered the call of an activated alarm a low priority and would send a unit when one became available. What a colossal waste of money!!! ADT is fired... they sell a line of snake oil. Sounds great, but does nothing

Awful company

Awful company. Never stick to their word. Always make up.extra charges. Should be zero stars. Worst company I have ever dealt with and I am 60 years okd

10 Negative Stars

If I can give them negative 5 stars, I would. I had ADT for a prior residence for over four years & did a local move (5 miles away) last year which I thought would be seamless. Apparently, not! I paid an additional $1500 for all new equipment because the equipment in my prior residence was outdated. The person who came to install the sensors, breakglass and alarms was an idiot. He installed a break glass in the master BA on high decibel not near the window but over the sink & shower where the slightest noise would trigger the alarm. Because there was tile near the window in question, instead of taping it there, he drilled in the most convenient (for him) location but not the appropriate one. In the first week alone, the alarm was triggered twice in one week! I had to pay an additional service fee (by no means cheap--around $100 not including parts on top of the hefty installation cost) just to have ADT lower the sensitivity of the break glass sensor. It doesn't end there. In late November 2022 (9 months after move-in), I took a shower and shut the door unknowingly triggering the alarm. Because the panel siren was on the lowest decibel and located far away from the bedrooms, I didn't hear it go off. In fact, the person sleeping in the next bedroom didn't hear it either. Wouldn't that be odd, you think?? Police came and I had no idea why and was sacked with a $267 fee from LAPD. To add insult to injury ADT NEVER called the main phone line located in almost every room in the house including the one where the other person was sleeping. Upon checking with customer service, it seems that phone number was NOT automatically carried/ported over with the other two numbers from the original order with no explanation as to why not. So, no main house phone call, a low decibel alarm far away from the bedrooms, no sirens near any of the bedrooms including one on the other side of the house (still missing today), a break glass located in the wrong area and yet this is all my fault according to ADT who assumed no responsibility or accountability whatsoever! Because safety was the #1 concern above else, I called a technician to the total tune of $200 to correct the problems--he moved the break glass in the master BA to the appropriate location using special tape to hold it (no issues in the past 6 months), he increased the decibel for the main panel siren and installed a siren near the four bedrooms that's loud enough to hear with the doors closed which is what you would expect when you are sleeping! Hearing the alarm when you're awake and in the vicinity of the sirens is not sufficient when most problems can occur ar night when asleep. Of course he did not have one extra siren (really??) in his truck for the other bedroom by the garage, so that problem was never rectified or I'd have to pay for an additional service fee again which I didn't feel like doing. All of these issues should have been covered on day 1 of installation-not piecemeal. Since ADT doesn't have a real person to communicate with regard to waiving the false alarm fee, I was forced to email my concerns along with supporting documentation proving all my valid points. After a long wait, I got a lazy response via a canned denial letter which didn't even match the issues I had mentioned. Apparently, no one bothered to even review the evidence I painstakingly prepared. They mention the opportunity to rebut the decision which I seized upon. Again, I emailed the black hole called "falsealarm"with additional comments. This time, they didn't even bother to acknowledge with another denial letter. After 2.5 months, I realized I was being ignored completely. Maybe it's a bogus department and no one ever gets reimbursed since they don't even exist and you can't speak to a live person as they hide behind this facade. The kicker came once I reached out to customer service and managed to get a live person named Wes O. from corporate HQ. I politely explained my situation expecting at least a polite person on the other end of the phone who would be interested in placating someone who has been a loyal customer for over 5 years. Instead, I was met with a rude, sardonic, snide, cynical and overall nasty person who belittled and berated me while raising his voice. Apparently, they have too many customers and don't care if they keep them or not. I was horrified by the manner in which he spoke to me. I simply wanted to know why my rebuttal was never responded to and more importantly, why the main phone # was never moved over which could have mitigated the whole situation had we heard the phone ring. He laughed at me and said he wasn't going to respond and if I don't have anything else to discuss he is ending the call. I ended up hanging up on him. Will consider moving to vivint even if costs more, just to get a company who gives a damn about their clients.

I signed up with you guys on the…

I signed up with you guys on the impression I was going to be able to use the security system for short-term. I told the salesperson I had a house fire and I was going to only be in this house for 6 months. He said no problem I signed up and then I found out that he signed me up to a 3 year contract. Do not trust these people they are crooks.

DO NOT TRUST THIS COMPANY

My wife passed away recently. Our ADT account was in her name. I called to cancel the account as I will no longer living at that residence. I had to wait 34 minutes for someone to come on the line. When I finally got a representative she switched me to another person who then cut me off after I explained the situation. I then called a different number for ADT and got someone right away. This representative told me that I can't cancel since I don't know the verbal password my wife gave. Even though my wife is deceased and I am moving I can't cancel, and if I stop making payments it would go into collections. I find this both incompetent and dishonest. After some verbal tussle he finally told me he could send me the password. I am waiting for it but I am disgusted with the company for giving this much trouble at a difficult time

GOOD LUCK TRYING TO CANCEL!!!

TERRIBLE COMPANY--GOOD LUCK TRYING TO CANCEL them!! You will be on hold for hours, and then they can't hear you and you have to start again, and they will transfer you everywhere...No company is this difficult to cancel with -- never seen anything like it!! AVOID this company, terrible reviews are so for a reason. Not too responsive for an alarm company!!!

Just bad

Just bad, bad overall experience. - Need to use a combination of app, wall panel and online account to modify settings and even then nothing works the way you want. -charges exorbitant amounts for every sensor or camera that you "buy". But it turns out that they are only lending it you and you can't take them if you change address. -binding archaic contract that punishes heavily if you move. -I sold my house and moved but the buyer decided to keep the system. Both of us contacted ADT to inform them of the transition. They reassured us multiple times that all is good and the buyer will take over the charges. -2 months later i saw a $900 bill for account cancellation. My attempts to redeem the payment has been met by plainly rude agents each of which gives a different reason for the charge. I have not been able to talk to a manager. All the while ADT is double charging both me and the buyer for one account.

Terrible customer services

Terrible customer services, we have been having issues with the panel for over a year. Multiple false Alarm activations and camera does not work. When we call to cancelled the services, they either cancelled the call or put you on hold for a long time .

Horrible customer service

Horrible customer service. I called to say that I was canceling my service at the end if my contract. After 20 min on hold, the agent answered. I explained & he said he could not help me after I gave him all requested info. Sent me to another agent & was put on hold for another 15 min. She sent me to another agent & was put on hold another 15 min until I hung up. I called again, explaining the situation in a pretty aggrieved tone. She put me on hold & eventually hung up. They are more than pleasant when you are a new customer.

Cameras don’t work most of the time

Cameras don’t work most of the time. Customer service is extremely poor. Hold times are long, When my contract is up I will discontinue my service and will not refer to anyone.

ADT just gets worse and worse

ADT just gets worse and worse. Do not buy their system. I called in the beginning of april to add a contact to a new window. Technical support sent an email stating that a technician would come a week ago. No one came. ADT told me they didn't send the email alert. Really?? Then they sent me - only after I paid up front for the contact - for me to install myself with a technician by telephone. After a half an hour, the technician determined that ADT sent the wrong part and told me that customer support had no clue what technical support was doing - a situation about which ADT was well aware. It's a month now and the situation is not rectified. Don't use ADT.

They are not really protecting our property

I wish I could give zero stars. How can a company be this exceedingly bad in product and customer service? I have ADT for my home and my business and have had unacceptable and constant problems with both. I feel defrauded and lied to and do not feel that my premises are being monitored. I called ADT today because my assistant set off the alarm at my business in errors. I was going off for a really long time- I heard it in the background before I gave her the code. Yet, I received no call from ADT nor did they call the police. Upon calling them, not only did the customer service representative have absolutely no information that could be of any help to me, she also informed me that they had not had any activity from my alarm for the last six months. I feel angry and upset that my business has been exposed with no protection all this time. Yet I am current on my payments, which they auto-collect every single month reliably. I made a similar call about 2 months ago about my home, and they informed me that they do not do anything until after a minute, which by the way, is plenty of time for a thief to come in and grab a laptop or whatever else. All the ratings speak for themselves here.

Very unhappy about penalty payment if…

Very unhappy about penalty payment if one sells their home and therefore has to cancel their service prior to 3 years. No service with installation where I moved.

VERY INEFFECIENT ,,DO NOT FOLLOW UP

EVERY PHONE CALL ,WE WILL GET BACK IN 23-24-HOURS ,I HAVE NOT HEARD BACK IN 24 DAYS.THEY SIGNED OFF ON MY SOLAR INSTALL. DANAGES DONE TO ROOF ,BROCKEN TILE AND NOT COMPLYING WITH REBATES

This is the war’s worst company!!!

This is the worst company!!! I had a virtual phone call today. The person called three times all three times the phone call got dropped on there end.. I finally had to call the company I was on the phone with 20 minutes with them. Thank goodness this customer rep lady knew what she was doing. Then the AT&T person calls again and still the phone call got dropped twice. The lady says they’re working from home. She didn’t understand why the phone call keeps getting dropped since they are working from home. At the end of this phone called customer service rep. AT&T was calling in but again the phone call got dropped. Also, I told the lady I had to get a new Internet so when I called them to have them come out and reset the cameras on the house. I was told this was virtual also. Today I was told well they can come out but it be a $59 service fee on the spot. Plus I guess if the tech has any issue it may cost more 🙄🤑I am a woman almost 60, I will just climb the reset the camera If their techs feel like they’re going to charge me more than $59 doing their job. Ridiculous we should see.