ADT is an awful company and I would not…

ADT is an awful company and I would not still use ADT if there was not already an ADT system in my house. We have had an account with ADT for our fire alarm system since 2014 when we bought our house which had an existing ADT alarm installed. At the time we took over the ADT system / account, we had a visit from an ADT Sales person and ADT engineer who did a spec of the current system and this stated we had smoke detectors. We require smoke detectors because we live in a thatched cottage and our home insurance requires it. The alarm always went off a lot when we were cooking, but weirdly it did not go off when there was actual smoke from cooking. Every year when we had our annual ADT engineer visit to check the system was working properly, I would tell the ADT engineer that the alarm went off a lot when we were cooking and there was no smoke but did not go off when we burnt the cooking and there was smoke. Every year they did the service and said the ADT system was working fine. Last November we had an actual fire in the grill / oven with flames and smoke. I was only alerted to this because my teenage daughter went into the kitchen and smelt the smoke and came and told me. I found the fire in the grill and put the fire out with a fire extinguisher. The smoke was obviously extremely noticeable, but the ADT alarm did NOT go off. A couple of days later, the alarm went off once again when there was no smoke, so I rang up ADT and asked for an ADT engineer visit to check the system. On 7th December, I had a visit from a very helpful ADT engineer. I told him what had happened with the fire and, like all the other engineers who had visited, I told him how the alarm would go off when there was no smoke but would not go off when there was smoke. He did the service and came and told me that we did not have smoke detectors installed – they were actually carbon monoxide detectors – which he said made no sense because we don’t have a boiler inside the house. I called ADT on the 8th of December and explained the situation. The agent said he would escalate the issue and I would be contacted within a week. I was never contacted. On 21st December I called again and an ADT agent told me he could not help me and told me the only way to escalate this was to email a special email that dealt with escalations. So on 21st December I sent an email and received an auto reply saying I would hear back from ADT within 10 working days. However I heard nothing back. I emailed 3 more timed during January and each time got an auto reply but no one got in touch. So I ADT called again on 6th Feb and spoke to a customer services agent who assured me she would escalate this to a manager. I heard nothing. Eventually I went on to Companies House website and got the name of an ADT Managing Director and did some research on email addresses at ADT. I tried loads of different combinations that all bounced back until one email did not bounce back. Still no reply. So I emailed back to the ADT MD and said that I would be reporting them to the regulators if I did not hear back in 3 days. And lo and behold I got a call within 2 hours. They have now replaced the carbon monoxide detectors with smoke detectors but are been very unhelpful on a refund for the 8 years I have been paying for system without Smoke detectors installed. I am shocked at their behaviour. No one contacted me for over 2 months when I contacted ADT repeatedly as I had no smoke detectors in my thatched cottage. They only bothered to contact me when I said I had reached the end of my tether and would report ADT to regulators.

ADT is AWEFUL.

This operation is a total train wreck. I've been on hold today for over two hours to try and cancel my service. Do you think this is by accident? What started out at $19.99 a month became $29.99 a month and then $54.00 a month. This corporation is a thieving, low customer service junk show. Just bought Simply Safe and their monitor service is $19.99 a month. You got to be some kind of half with to ever sign a contract with ADT.

unfair charge by ADT

I had two service locations one property I sold and closed the account. I am being charged for an additional month after closing the account . I do not think this is fair why do I have to pay for service for extra month while their no service at this location I had service with ADT IN THIS LOCATION FOR OVER 30 YEARS. ADT SHOULD BE ASHAM OF THEM SELF !

Liars Incompetent Service Don't Trust ADT SecuritySigned contract with ADT in December…

Signed contract with ADT in December 2022, ADT Blue and was assured by the salesman I had 60 days to return if not satisfied. I'm Legally Blind and really wanted to utilize this system however, it's not user Friedly and can't see all the small commands on the Hub. Called 3 weeks after receiving and ADT's pone services for technical support were closed due to an unwarranted emergency so called again the following week with the same message. Finally after repeated calls, Was able to speak with an agent who was adamant I was wrong about the 60 days and would not be issued a return label until I had my home set up for hardwire with ADT. Asked to speak with someone else and she copped an attitude they would only tell me the same thing. Becoming increasingly frustrated I asked what am I supposed to do? Her reply was would you like me to transfer you to the other division to set up an appointment . y reply was do I have any other choice? We were at that point disconnected. I've tried numerous times to contact ADT and about an hour ago an agent Sharon answered how she could assist today. Began with my name and we were disconnected. ADT this is for you. I have had your equipment boxed up for over 6 weeks yet my bank account is drafted. Your phone system and customer service SUCKS and according to other complaints you're not even monitoring individuals who place their trust in your services. DO NOT TRUST THIS COMPANY FOR SECURITY... All they're interested in are advertisements and incompetent customer service.

We’ve had ADT security for ten years…

We’ve had ADT security for ten years and in recent years the service has been very poor or non-existent. When we first started the service was excellent with the service center being in the US. Everything is DIY now and having someone come out for service costs a minimum of $42 for a service call. We have spent a significant amount of time dealing with a sensor issue but most recently, we got a low battery signal which required calling what was definitely a foreign service center. The wrong battery was sent! The call took 30 minutes and much of that time was spent having the person repeat themselves because we couldn’t understand them. We now await what we hope is the correct battery. As to the wrong battery we received we have to incur the cost to mail it back and then call to get reimbursed! In our view this company has deteriorated significantly in the last decade and we can’t recommend it to anyone.

Canceled service but they’re still charging me

EDIT 3/1/23: WOW! I filed with BBB on 2/16/22 the state's AG office 2/20/22. I called ADT one more time today 3/1/23, and finally got them to remove the bill to $0. And yes, we're still customers with two other accounts on ADT. I’d give a zero if I could. We initially wanted to remove a motion sensor from the setup. We were told system was too old (20 years) we’d have to upgrade. We decided to go with another company. We canceled 10/25/22, they said it would deactivate 11/6/22. It did, by beeping until you pressed the console. It did it every few hours as my dad was dying of cancer. I had to Google to see how to shut off the beep. They continue to charge me for service, despite numerous calls (all over one hour each), and I even have “confirmation codes” of the shutoff. January 27th they agreed to remove all charges but they continue to bill me. I should add that we still are customers; we have the service on an adjacent property AND a health monitor for my Mom. This is how lousy they treat existing customers.

We discovered they weren’t monitoring our alarm system !!!!

We’ve had numerous issues with our 4,000.00 alarm system over 4 yrs. We’ve just discovered that our system has likely NEVER been monitored. They refused to address this issue . Terrifying to think that if we needed help in an emergency ADT was never there to keep us safe. Disgusting company & terrible customer service

Very bad customer service

Had them for 4 years and one motion sensor started going off for no reason. When called customer service they promised to send a replacement. Was waiting for three weeks and when i called back there was no record and kept transferring from one department to another. They didnt even no how to order one. Very bad customer service. After numerous calls they said i hv to pay for the new motion sensor for about $160. Now other motion sensors are acting up too. Very disorganized , not simple and wouldn’t recommend to anyone.

Money in Limbo

My personal security system stopped a person from coming up to my door at 245am one morning. I can only assume they were up to no good. While I was greatful I was also upset that I felt my home/family was in danger. I called ADT and spoke to someone who gave me a free quote. I wanted the system but made it clear that I didn't have the money to pay for it upfront. She said that there would be a roughly 100 charge up front and then I would pay for everything in installments with each bill. We continued with the sale when she said "actually it doesn't look like there's going to be an upfront charge at all". Of course I'm fine with that so we continue on. She stops again and tells me that the page she's currently looking at makes it seem like it's going to charge THE ENTIRE fee of 740ish up front. I'm disappointed but not mad. It was a mistake. I'll have to get it when I have more money saved up. She tells me that if I don't think I can get the money to just call back and cancel. I don't know the reasoning for this but that's what I do. I call back to cancel (someone else). The person I'm speaking to now says that her computer shows that the charge has already gone through. She's not certain what's going on so she directs me to someone else who then says that the sale has been canceled. A couple days later and my account is not only wiped out but in the negative 300 dollars. I call back and they tell me that a refund has been issued and that I should see it returned to my account in a day or two. I've since called back and the person I spoke to says the refund has actually been mailed to me but she's not sure where it's being mailed from. I enquire about the overdraft fees and if course nothing can be done. I didn't feel mistreated by anyone I dealt with but I'm upset that this transaction actually cost me money as well as some of the plans I had regarding that money. Needless to say this will be business lost. UPDATE: (2-20-23) After e-mailing MAZEN for further review as requested. I received an email simply confirming what I already knew. There is a refund and it's on the way in the mail. Why waste my time further? I guess so it looks to potential future customers reading these reviews like something further is being done? Well it's not. IN SUMMARY 740.00 of my money inaccessible for NO SERVICE PROVIDED other than a free quote. No offer to pay the overdraft fee/s on my account used or the fees on any bills that were late. Just 740.00 worth of oops.

After 81/2 years GOODBYE

After 81/2 years GOODBYE! Customer service is HORRIBLE ABD RUDE! LISTEN TO THE PHONE CALL! AND 2 LIARS SAID THEY WOULD SEND ME A EMAIL STILL WAITING! Run as fast as you can away from ADT! If you are in a contract you will not get tech support even though you pay for it monthly, they want you to do the work!

Don't do it

Don't do it. Customer service terrible. Will not respect your decision to cancel, will just keep ignoring you and sending a bill.

Broken since day 1

Door to door guy convinced my wife to install install multiple cameras, a video doorbell and several detectors. System never worked since day 1. Cameras all offline, detectors in the garbage, "console" in the garbage. Complete rip off.

I was initially happy with the alarm… but

I was initially happy with the alarm installation and monitoring (April 2022). However, there has been many problems commencing soon after. There have been multiple issues with the door and window reeds which have been tested, replaced etc etc all without success. I have finally been assured that the system will be replaced (after multiple phone calls with unacceptable wait times - 30 minutes not uncommon! All the time being subjected their ads saying how good their alarms/monitoring systems are!). However this is subject to when the sales person (only one now I’m told) calls me and organises the paper work before a technician gets the job then arranges a time with me! I am absolutely over it! Worst experience ever. Offers have been made at my suggestion to refund some monitoring costs - this has never been done.

Horrible company every Sunday around…

Horrible company every Sunday around same time it goes off now it's my internet I was finally told they suck too!

OMGOSH…what a nightmare

OMGOSH…what a nightmare. ADT sent me a replacement battery for my control panel. Sounds easy right. When I removed the face plate to the control panel I noticed that the two wires connecting the system were taped in place. They are supposed to be screwed down and secured. I called ADT and absolutely could not understand what the guy was saying. I have no idea where on the planet he was but his accent was so that I could hardly make out anything he was saying. I was transferred to two other people on the same call and had just as hard of a time understanding them. I kept having to ask them to repeat what they were saying because I could not understand them. This seemed to aggravate them. Not my fault here that ADT is obviously answering calls in another country. I can not use my system and they quoted me two weeks before someone can come install the panel correctly. I’m sure ADT will respond to this post with the same “canned message” as all other post. That they are sorry and provide me with an email address and the same 800 number that I have already called. What a joke…ADT has changed so much over the years that I want out. Seems like my three year contract some how is now a five year contract. PEOPLE, PLEASE BEWARE of ADT.

I was pressured into getting ADT when I…

I was pressured into getting ADT when I first bought my home 3 yrs ago. I told the sales person no and they continued to ask me to let them in to chat until I gave in. Offered me free install and 3 months free I think. I took it. I talked to them about the install, where I wanted the system and that I would have my mom at my home as I had to work during that time. They installed the system every my mom told them too, which was in the back of the house. Way too far from my front door where I told them I wanted it. So when I called and asked for it to be moved they said it would cost over $300 to be moved. They charge per hour even if the service doesn't take anywhere close to an hour. I was forced to leave the system in the opposite side of the house so it barely even gets used. 2 yrs does the road and I've been on auto pay this entire time. I call and ask for my payment to be pushed back 8 days as I'm flat broke and cannot pay them til the 12th of the upcoming month. I was calling weeks ahead of time too. She pushed my payment but said it wouldn't go through until the following month. I literally don't have the $60 in my account so I'll have to get charged hella fees by them and my bank because they can't move the payment 8 days? I had never been late or missed a payment to that point at all. Their service is not worth it. I changed my banking information and they will never get another penny from me again. Edit because I don't know how to reply to comments. I'm not going to email support because their customer service is garbage.

Overpriced & Under Serviced

The contract and cancellation policy even after term completion is unacceptable! Was a 23+ year customer and cannot wait until 3/9 when it's over! DO NOT BECOME A CUSTOMER WITHOUT EXTREMELY THOROUGHLY REVIEWING THEIR ONE-SIDED CONTRACT AS YOU WILL BE TAKEN ADVANTAGE OF! Also, their video doorbell worked maybe 25% of the time I was paying for it.....service appointments are laughable.

Terrible

Terrible. Lied to get my business and wooluld not honor the plstatements made by the sales dept. We are longtime customers who moved and were convinced to start service with new equipment at the new house. Complete scam!

I tried to get an estimate on the new home. Nightmare!

I tried to get an estimate on the new home I am just finished building. I asked sales for an estimate and they arranged for a salesperson to meet me at the property. That person did not know what he was doing. The house is prewired for power for cameras and has a fully wired alarm installed. He really and truly had no idea of how to do a simple install that was already wired. Then I tried to reach sales and/or customer service. Sent in circles to phone robots. nobody who I could understand and nobody who would address my issue. They just kept passing me back to one of the phone trees. 22 minutes without a real conversation. I gave up. If this is how they treat a potential new customer I cannot imagine what a nightmare it would be to be a customer with a problem. Stay away!!!!

After being a loyal customer for 7…

After being a loyal customer for 7 years, I recently moved. ADT is now charging $566.63 for the equipment I left behind. The new owner already agreed to take over the service, and while he was able to take over the service, the monthly equipment charge is not transferrable I was told. That makes no sense. They're having me pay for equipment that I'm not going to use. I called customer service and they didn't want to or were unwilling to help. Stay away from ADT.

Absolutely the worst service ever DO NOT USE ADT

Absolutely the worst service ever, ADT sold me a camera system and dvr recorder and we have a contract for 5 years 1.5 years and the system quit working the tech came out and said we do not sell or support this system any longer and they offered me the next available system but I would be charged for the upgrade "Bait and switch" if you ask me! ADT although sold me a system that did not last as long as the contract will not even discount the cancelation of the contract. This is horrible service never will I ever recommend ADT to anyone I sell Real Estate in the greater Nashville Tennessee area and ADT has now been taken out of my list of venders and I will make sure my company as a whole is aware of this situation.

HORRIBLE COMPANY

There sales people do not explain contract terms which I later found out required allowing automatic payments to be made to your credit card. Those payments are made separately for each service or equipment and at different times during the month. So I was being billed 3 or 4 times during each month making it very difficult to keep track of what exactly I was being charged for and not at all as it was simply outlined in my contact. So I began making one time monthly payments for all services & equipment via their automated phone system but they were not happy with that so they stopped allowing the automated phone system take my payments. So I began mailing in my monthly payments. After a few months they began demanding payment in full (over $3000.00) for all equipment and services (yet to be provided). Then I received a letter that they were adding an over $2000.00 cancellation charge to my account (even though I continued to make my required monthly payments). Then I received a letter that my services would be terminated for non-payment (even though I continued to make monthly payments). Then in the middle of the night my system started beeping every 10 minutes indicating WiFi issues. So I contacted ADT via online chat and was told my services were canceled and that I had to call the billing department but you cannot speak to anyone at ADT unless it’s on a recorded line. They will not give you the option of not being recorded. During all these months ADT has NEVER once contacted me via phone. They are a horrible company that discontinue service even when you are making your monthly payments as contracted. They VIOLATE their own contract 🤬🤬🤬

Absolutely the worst experience

Absolutely the worst experience. I have been billed for apparently months for a non-working system. I spoke to a snide customer service rep who suggested I didn't know how to use it after three years of having it, then spoke to another snarky one who didn't inform me of the full cancellation terms, so I'm now getting billed on the way out. I'm hard-pressed to think of a worse customer experience in recent years. I would strongly encourage anyone to use a different provider if they're actually concerned about the security of their home and loved ones. Oh, and still waiting for signs I ordered but never received.

I really need help ADT has charged me…

I really need help ADT has charged me $4000 for a system I never agreed to pay. I was scammed into buying And I've had it for 15 months and just realized it on my bill. I was under the impression of something totally different now they have moved all their offices out of the country and they have no phone numbers For anyone in United States. only one address in Colorado. they offered me 2 free months of $61 off to satisfy me and I declined because this is not right and I fill this was very wrong.. I even have equipment that I was charged for that I do not have...

This company is an absolute joke

This company is an absolute joke. I got defrauded out of a promotion that was the entire reason I signed up with them. They claimed they didn’t have the items in stock and then refused to return phone calls for over a year. Finally went around the “sales rep” that was assigned to me and went through the customer service line… what a horrifying experience. Over 2 hours each time, constantly being put on hold and being passed around to other departments that have 0 communication with each other. After a year and a half they finally scheduled a day to come back out and… whoops…. Another screw up. Couldn’t come out the day they scheduled… absolute trash company, joke of a staff. I’d rip their stuff out and toss it in the street if it wasn’t paid for already.