Adt is the worst customer service

Adt is the worst customer service. Thier app is horrible. They also have information that they shouldnt and it's impossible to get someone competant on the phone to fix account issues...you get routed to an offshore call center.

Horrible company

Been a customer of adt for 3 years and a year and a half ago we added cameras . These cameras never worked and after adding the 4 extra cameras 1 other camera didn't work as well . We had several techs out to the house and upgraded wifi and electrical in the house to get them to work. Finally the last tech that came out said they just can't get them working. He even suggested me to go out and buy a ring door bell because there's didn't work and to call customer service.tgis is after theu drilled multiple holes in the walls and around 80 percent of the outlets on the house moving the cameras around . I asked him to take the equipment with him and he wouldn't do so. My wife called customer service and they wouldn't do anything, so I called them . After 5 hours on the phone with them I learned they canceled our service on their own and we are responsible for the cameras that didn't work because it was out of the time frame. They also stated they didn't send a tech to the house multiple times to fix them . Lucky I took pictures and the techs sent me photos of themselves to show the cameras that did work worked. Absolutely horrible company and I would not recommend them at all its is 100 percent a scam. They sell you a service they know they can't provide and drag you along by giving you small discounts in the range of 50 to 100 dollars in order to get past the range of what they feel is their responsibility even though the contract clearly states uninterrupted service. We will be spending more money and take them to court because I refused to be pushed around by a big corporation or anyone for that matter.

I would give this company a 0 stars if…

I would give this company a 0 stars if I could. We have had issues with our equipment they send someone out and charge us to fix their equipment that we pay monthly for. What kind of nonsense is that. The issue was not fixed they come out again and we get charged again. If that’s not foolishness I don’t know what is. I am leaving this company and going over to CPI or Avient security. Don’t waste your time with this company. It’s trash

System has not worked 11 of 15 months so far...

Do not trust this company has it together. We spent thousands having their 'included' system installed and the front door lock and camera has not worked 11 of 15 months. You have to be ON SITE to reset or troubleshoot so when you get a system to monitor a vacation home... you are screwed. And if you can show through the system it's clearly been broken... they will tell you it will be hundreds for a tech to take a look. Waiting for our contract to end. Will not make this mistake again.

Another very bad customer experience

Another very bad customer experience, please do avoid ADT at all cost.

Negative Stars

If I could give a -negative star I would. Omg I will NEVVVVA EVVVVA utilize this company again. Canceling & paying your account in full is an absolute nightmare. Anything to make the inconvenience worse. Get your act together & redo your entire billing system. Counting my days to finally getting rid of this account. Update: I emailed the social media representative & explained my experience. Needless to say other than confirming my grievances there wasn’t anything that could be done. My account is now PAID IN FULL & currently waiting for it to cycle through their exhausting cancellation process. April 12 can’t get here fast enough. Save yourself the trouble find an alternative company with a better customer service this ain’t the one.

RIPOFF and PREDATORY

We bought a home that we recently sold for financial reasons and canceled the security account. They automatically charged us for the balance on the equipment and fees we owed on the rest of the contract ($600). But now they tell us the contract has a penalty (well, they say it's not a "penalty" but I don't know what else you would call it) of $1500 if you cancel within a 5-year period. The only way to avoid it is if you stay with them and open an account on another home. This is in the contract in black and white, which I now know, but somehow our salesperson who sold us the ADT system failed to highlight this provision for us. Had I read it more carefully and/or had that been more transparent in the "selling" of their services and equipment, I never would have gone with ADT. And I never, ever will use this service again and encourage all other members of my extended to family to stay far away from it. Use another service. There are others that are as good, if not better, and far less predatory. There is no reason to hold a customer to a penalty for 5 years if they cancel other than to punish them for life circumstances or find a better/more reasonable service. I would feel differently if the term was 1 or even 2 years for a cancellation penalty. Five years is simply unconscionable and predatory. STAY AWAY. The service is buggy anyway. UPDATE: ADT's social media teams left the message below. Sounds like they want to work with you, right? I contacted them and explained my situation. Their response? Basically, sorry it's in the contract. If you find another home and open an account with us we will reverse the penalty. Same thing all their agents told me over the phone. I repeat, predatory behavior. Most people will not find this provision buried deep in a long contract/agreement. Salespeople need to make this clear to customers when they sign up for the service. Shame on ADT. Stay away Update 2: After much discussion with ADT, I transferred the service to main home (even tho we don't really need any here), signed a new contract for the balance of the original contract (3 years) left, activated the equipment, and guess what? These folks still took the $1500 fee out of our checking account (eating up an entire paycheck). Don't trust them. I'll correct the review when they reverse and keep their promise to "waive" the fee once the service is transferred.

ADT: What’s gone so wrong?

ADT: What has gone so wrong? I’ve had an ADT alarm at our home for the last 17 years and have always been very pleased with them and have recommended to several friends who have now also got ADT alarms. However, I booked an alarm annual inspection. The day of the inspection I stayed at home as it was booked for between 08:30-13:00. At 12:00 having not heard anything I telephoned ADT and asked if the engineer was still coming. The customer service member had a look on their system and said that it was booked for the morning, but in the comments it stated an afternoon appointment. I couldn’t do the afternoon so she apologised and we rescheduled the inspection for a morning appointment the following week. Again I stayed at home and telephoned ADT to ask if they had a more accurate time slot. They said they’d ask scheduling and they’d call me back once they contacted the engineer. I never received a call back so I phoned them again. A different member of staff answered and looked on her computer. She apologised and said it was showing as cancelled on the system. I held on the phone while she spoke to the engineer and she came back and said the engineer was very frustrated as he had been in my area but he hadn’t had the job passed to him and he was no longer in the area. I have now rescheduled the inspection again for next week. I asked to speak to a manager to complain and was told that a member of the management team would telephone after the weekend on Monday (today). Again I never received any telephone call. We are paying over £50 a month for a service we are not receiving. What has happened to ADT? Very angry and disappointed. Date of experience: 03 March 2023

Six months ago I had my debit card…

Six months ago I had my debit card stolen. I contacted ADT, and they said I had to re-sign up for the easy payment plan to pay for my equipment. I gave them the new account number, and I was told it would take one billing cycle to correct itself. Every month I get a dun from ADT, saying I owe $1,200 for their equipment. No one in customer service can fix this, and I am sick of those calls. I pay all my bills on time, but they make me feel like a derelict. Today was the last straw. They can take their equipment and shove it.

No response to technical problems

No response to technical problems, keep getting promised updates but no response. Feel like taking alarm out

I have been an ADT customer over 10…

I have been an ADT customer over 10 years. This year, for the first time, we had a few false alarms. We were out of town and a call came in during the night, but we didn’t hear it. They never dispatched or call the alternate number. Fortunately, we sold our house and decided to cancel. They still charged me another full month. You call and stay on hold for hours or they call you back hours later? I will NEVER use them again and I would NEVER recommend! There are so many reliable options and ADT is not a reliable option!!’

By far the most garbage company and…

By far the most garbage company and service. They failed to tell me that since I’m I’m in county that I need a separate permit from the sheriffs department every year for ADT to even respond if my alarm goes off. They also without informing me raised my bill $5 every month. When I called and asked why, I was told it was because of their “excellent service provided “. I hate this company with a passion and will be throwing their equipment in the trash where it belongs. Giant middle finger to your “excellent service “ as well

Not responsive to technical problems

We reported a fault with our outside beams which makes them inoperable more then a month ago. After 2 weeks the technician arrived and told us that the faulty beams should be replaced and that he will order them and install on receipt. Two weeks have passed and we are now told by technical services that the beams are discontinued. These beams were sold to us 6 months ago. There is no urgency to resolve this and no suggestion as to how they plan to fix this problem. In the meantime we gave no outside security. Poor service, a no care attitude

Very unhappy with my ADT security…

Very unhappy with my ADT security system. I feel like the batteries are always going out. I am constantly trying to figure out how to replace batteries and where. The batteries are very expensive and difficult to install. My system has not been 100% online for over 6 months because I am constantly fixing and replacing items. Now the carbon monoxide detector is out and I've only had the system for a few years and they are going to charge me $100.00 to replace it and $100.00 to install it even though that is clearly going to be screwing it into a wall. Lots of hidden costs and headaches.

Worse place ever!!

Worse place ever!!! I’ve had service with them for a month now n haven’t been able to use my device. The technician doesn’t know what they're doing the supervisor has yet to call me back I’ve asked multiple times to speak with someone that's high rank or supervisor and they put me on hold for a long time and then requested to call back. When they call back they would just hold the phone and sit silently just to look as if they called back! DO NOT WASTE YOUR MONEY THUS COMPANY WILL NOT PROTECT YOU

ADT Security Blue

This review is for ADT Security Blue. Run away as fast as you can would be my advice. I called ADT after looking up the reviews, checking with the better business, etc. I signed up with the service not realizing that I was signing up with ADT Blue and it was a different self service within their company and that I had been signed up for it. I received a box of equipment to install just before Christmas not knowing I had a month to install it myself or be subjected to a $2000 fee that must be paid before I could cancel the contract. I called the wrong number for 3 months and was passed around constantly trying to get someone out to my home to set up their service. I was put on hold for hours at a time, listening to a "warped sounding recording" on the "wrong" service line that was given to me to call for help. It was only after I found a cancellation form online and submitted it that I received the correct phone number by way of email. The email read I had to call that number to confirm cancellation. I called and actually reached a live person fairly quickly then was told my service would not be cancelled and couldn't not be cancelled unless $2000 was paid prior. When I asked for a supervisor, of course the supervisor was busy in a meeting and would call back. When I stated I would stop further payment I was threatened with ruining of my credit and being turned into a collection agency. I never installed this service. It's still in the box, I was given the wrong number for assistance and continuously passed around to different departments which I would still be in if I had not been so tired of listening to that horrible, awful, warped sounding hold music and decided that enough was enough. Now to "wipe" them off my shoes for lack of a better analogy, I have to pay $2000 and have my credit ruined?! Run as fast as you can from this company is my advice!

Horrible and did I say horrible!

Horrible and did I say horrible!! Their complaints department must be over worked based on my experience and what I’m reading. Customer service does not exist. The calls constantly drops and they don’t call back which means the 40min spent going through automated messages, verification and wait time starts all over again. I have been calling for 3wks now attempting to get more products. My husband and I have taken turns calling. We’re beyond dissatisfied. Unfortunately the contract is for 3yrs or if you attempt to cancel, it’s 75% of the contract amount. I don’t know what happened to this company over the years but I’m so over this.

Upon arrival prior to adt services was…

Upon arrival prior to adt services was installed we had a complete working doorbell system when we bought the house, we ordered Adt because we are continuing customer at a new house location, as adt installed our services that we order in which was a new adt security service for the location, flood light camera(s) and two google nest doorbell camera(s), as the technician was installing the front door bell he made it where the chime wouldn't stop he had to disconnect, he attempted it several times then told me that I needed to call an electrician. I contacted a electrician in which he work several hours in which they charged me $200+ dollars and said I needed a new system ran because adt messed it up. I called to file a complaint and requested a supervisor and yet have I been called after 72hrs of waiting. I am highly disappointed in ADT for which they can't and won't take ownership of the issue and blame it on the customer which who are paying their bills. I had a working doorbell before they came and now I have none.

What is your duty of care the elderly!

What is your duty of care the elderly!! My 88 year old mother has had issues with her alarm going off constantly during the night! This is causing her severe stress & is very scared! I have reported this & phoned several times over the last 48hours & no one taking any responsibility to get an engineer on site! This is absolutely disgusting service & a terrible way to treat your elderly clients!

They are the worst customer service I…

They are the worst customer service I have ever seen, they make you on the phone forever to resolve an issue than after holding for 20 minutes they drop the line on purpose.

If I could give them a zero I would

If I could give them a zero I would. Panel is beeping. The tech was supposed to come on Saturday, more than 24 hours from when I called. They never showed or called now the next appointment is for 96 hours from now. They are unapologetic and you can’t talk to a manager.

Terrible 🛑🛑🛑

This company has horrendous customer service. Was sold a system for a home and the full disclosure of the system was never outlined. Once it was realized that the camera system would not work without wifi the sales person tip toed around getting our family the correct number to address the concern. Once we received the phone number we were on day 11 of their ten day window to cancel. So they very plainly and rudely said to cancel we should pay $1,850.00 that day. How can this company care about your security if on one hand they don't even tell you how the system works fully and than when you speak to their phone agents they simply don't care. Stay away from ADT buy a shotgun. You'll save 1,500.00 dollars. ** ADT's response is that they have a three day window to cancel their contract and that this is apparently in the contract yet they still did not offer full disclosure of the system at the time of sale and I am only stating the ten day rule they stated to us over the phone when we called on the 11th day. Thanks ADT for being apparent in what home security means to your customers $$$.

Appalling customer service

Poor instalation and faulty equipment from day 1 with no support, no resolution and no communication or response from ADT. Repeated calls from the alarm center on multiple Sunday mornings, between 4am and 6am, even when the system is not armed, I'm at home AND nothing has triggered the system. Installation problems and faulty equipment issues have been reported and ignored from day one of the install, so, I requested cancellation and refused to pay the followup payment, still no contact from ADT, instead, I immediately received a solicitors letter with court threats. 4 months have passed since I originally complained and not once had ADT contacted me to resolve any of the issues.

Rating: -5

Rating: -5 Too much to type. SO extremely disappointed with this company, especially for what I’ve paid for equipment and monthly fee. Camera not working for several months and no one seems to know why. Sent a new camera- same results. The whole system worked fine for maybe the first 3 months. It’s been a year and a half. Customer service-IF you can get them on the phone, has hung on me more than once…in one case after being on hold for about 45 minutes. I’m on hold now. Called; said 5 minute wait. Around 5 minutes, the music stopped, phone started to ring…disconnected. Just called back…now it says 9 minute wait. We’ll see. Only calling now while I can multi-task. Didn’t call for a while after that last rep disconnected me a few months ago and was so tired of calling for the same thing over and over again. If there is someone who actually responds AND truly follows up, please respond with contact info.

The Customer is Left Holding the Bag

ADT bought Ackerman Security. I learned of the purchase when I received a renewal notice from ADT for $567,24. I paid. Months later a low battery developed in a motion detector. I called ADT Customer Service at 800.716.3640 and the Rep advised me that ADT does not monitor my sensor. What else is ADT not responsible for at my residence? When a service business is purchased, the purchaser buys another business, the new owner should have the same responsibility as the previous owner. If I had been aware that ADT would not take responsibility for my system I would have changed vendors. The SC rep was very courteous, However, the only response was that my motion sensor was not an ADT issue. Well, who is responsible? Why was I not advised when Ackerman Security sold its business to ADT? I asked for a supervisor or a manager and no one was on duty. Interesting that no manager was available. I wish I could write a negative review. When one business PacMan's another company, the consumer is likely to be the one who is harmed.