Horrible

Worst customer service ever. I do not recommended this company to anyone

Definitely go through another company

Definitely go through another company. All these people do is keep charging extra for their junk equipment and then try to keep you trapped in contract. I promise you these people do not take care of their customers. Call and get Vivint where they actually take care of you!

Took 1 1/2 on hold for customer…

Took 1 1/2 on hold for customer service. System restarts all the time and called police with out notifying me. Got letter from police that they would not respond. Used service for 13 years and treated like hell. Run away like I just did

ADT Threats update

ADT Threats After a 20 plus year relationship, in mid November of 2022, our main pad became frozen with an error code. I called ADT customer service and was transferred to technical support. I spent over two hours attempting to troubleshoot the issue to no avail. Tech support made an appointment for a tech visit which they did not show up for. The next day I learned that the visit was intended to be another phone session? Over the next two weeks I could not get any one in customer service, sales department, service department or online to speak to me. By the end of November (still without protection) I decided to contract with another company. After being unable to speak to someone at ADT to cancel, I had to cancel credit card auto billing. Two and a half months later (Jan 2023) ADT is continuing to bill us (now for the third month) and threatening that the billing will continue. We have not had any service from ADT since mid november when their panel froze. OUR ​UPDATE​ Within 12 hours of me posting the above complaint, I received a text from ADT collections. So the ADT collections department are still actively pursuing me. Another complaint I have is the "debt due" changed overnight. Yesterday I was told it was over $137. The notice I received this morning said over $117. So now I have an additional complaint that the collections department has no idea what they are doing. Update Jan 31, 2023 ADT responded with an email on Jan 27. The call list within their email shows only two calls. My phone log shows I contacted them 6 times between Nov 16 and Nov 21. I attempted to work with their customer service and service tech to resolve the error making my system unusable. My attempts to contact ADT numerous times to cancel resulted in being put on hold for a excessive wait times before hanging up in frustration. One example is November 21 for three calls, all fruitless. I spoke with three separate individuals requesting cancellation. I gave ADT until Nov 28 before researching other companies. The author of the email is the fourth person I have told I wish to cancel. ADT continues to bill me.

Not wasting my time writing nothing…

Not wasting my time writing nothing this time, never changes. ADT use to be good at one time. I guess it's time to find another security company.

30 minute wait time

I have been calling ADT to cancel my service. The number I called is 1-800-716-3640. I called 3 different times today and each time, wait times were 75-95 minutes. I kept hanging up and called back at 8:44 pm and was on hold for 30 minutes. 45 minutes to request a cancellation. Who has time to sit and wait 90 minutes for customer service? This is ridiculous. I will not recommend ADT to anyone.

I would you like to give 0 star if I…

I would you like to give 0 star if I can, do not recommend anyone want to sign contract with ADT, this is scamming company, they keep changing money from my bank account even though I signed contract only 1 year, when you call you will wait an hour and they keep transfer you to different people and no one help you to cancel , they will not refund or cancel your service even you requested thousands times, you have to close your bank to get out of that scams

Slimy, predatory sale staff

My complaint is about a specific salesman, but it is moreso intended for whoever trains the ADT sales staff. The salesman who came today was clearly just doing what he was trained to do, but it was predatory, slimy, and rude. I asked the salesman who came by today if he was selling something and his answer was that he was NOT selling something but that he was actually here to give me a "final notice." I became concerned I owed ADT some sort of debt. But then he explained it's our "final notice" of a credit we have with ADT to put towards a new service. I think misleading sales tactics usually work better if you don’t make it clear DURING the sales interaction that the customer has been misled. This is after numerous instances of salespeople calling or actually coming to my door despite my complete lack of interest. I’ve never been an ADT customer, but if ADT staff are predatory and deceptive in their first impressions, I can only imagine what they are like after a customer is stuck with them.

These are the incompetent people I have…

These are the most incompetent people I have EVER had to deal with. It’s like pulling teeth to get a simple question answered. Every time I call, I have to set aside about 30 minutes to an hour. Not because I’m hold, it’s because it takes them that long to give me an answer. I don’t understand how they’re recognized as such a great security service yet they have such horrible customer service, AND how they have a 1 star rating. Anyone else know of a reputable security company to go with????

Horrible customer service

I had my system installed 6 months ago, the camera and one of the window sensors never worked properly. Salesman named Dan from Safestreets, LIED to me when he said I would be refunded for the camera that I returned. I've never been refunded. Today I finally got through to someone about the window sensor, they're sending me a new one, BUT I have to pay for it!! Why should I have to pay for a replacement of something that never worked??

When I called to cancel I was…

When I called to cancel I was disconnected 3 times then told the cancellation takes a month to process, so you can not cancel for 30 days forcing me to pay for 2 serviced.

ADT Threats

ADT Complaint After a 20 plus year relationship, in mid November of 2022, our main pad became frozen with an error code. I called ADT customer service and was transferred to technical support. I spent over two hours attempting to troubleshoot the issue to no avail. Tech support made an appointment for a tech visit which they did not show up for. The next day I learned that the visit was intended to be another phone session? Over the next two weeks I could not get any one in customer service, sales department, service department or online to speak to me. By the end of November (still without protection) I decided to contract with another company. After being unable to speak to someone at ADT to cancel, I had to cancel credit card auto billing. Two and a half months later (Jan 2023) ADT is continuing to bill us (now for the third month) and threatening that the billing will continue. We have not had any service from ADT since mid november when their panel froze. OUR ​UPDATE​ Within 12 hours of me posting the above complaint, I received a text from ADT collections. So the ADT collections department are still actively pursuing me. Another complaint I have is the "debt due" changed overnight. Yesterday I was told it was over $137. The notice I received this morning said over $117. So now I have an additional complaint that the collections department has no idea what they are doing.

WORSE COMPANY EVER

WORSE COMPANY EVER! I have tried repeatedly to cancel my service prior to my contract expiring and after my contract expired. hold times are easily an hour or more, they say the cancellation is accepted, then i get another bill. Call back, wait on hold an hour, only to be told there is no record of my cancellation and they request i start the cancellation process over. THIS IS THE MOST FRAUDULENT COMPANY I have ever had the displeasure of doing business with. Stay away! Don't get scammed by this company!

I would like to give a negative star if…

I would like to give a negative star if I can as my experience with ADT was the worst. I have had their service for almost 5 years. They were raising their price a little by little but I didn't even mind. However, if they cannot provide the service they promised, it becomes an issue. One day I came home and my siren was ringing. God knows, for how many hours it has been on. There was no call from the company nor guards sent to my place. Basically no security protection whatsoever but they charge you money every month. I would call them nothing but scammers. I was more upset that my monthly charge is more than $70. I was pouring all that money for nothing. I decided to discontinue the service which was difficult enough but then I get a bill for the following month. I called back and their billing department is telling me there is 30 day cancellation period. LOL I DO NOT WANT YOUR SERVICE PERIOD. They are the biggest scammers and thieves. There are tons of other trusted security companies out there. Do not even bother with ADT.

A service that you can never cancel

I have been with ADT for years and have had the worst experience trying to cancel service for about a year now. I moved from TX to MD and am being charged twice and yet no one can seem to find the person to cancel my service. I am out hundreds if not thousands of dollars and am still being charged twice.

ADT I am shocked at the level of…

ADT I am shocked at the level of service. Technician was booked for 23 January 2023, Calvin is his name- no where to be found. Again last year I requested an outdoor siren- with Patrys still to date no Ajax outdoor siren. I am not sure what has happened to your company. Service is disgusting

Never worked properly!

Never worked properly. Two years into it and one the 2 years, it has only worked 6 months. The "video" doorbell is a joke. Unless a person is standing right in front of the doorbell, they are not seen, just a portion of the person. No sound. There is no indication that someone is at your door unless you have a dog. If the power goes out, you have to figure out how to reset it somewhere in the basement where it is hooked up to a plug. If you don't find it, the battery goes out and it doesn't work. Good luck trying to get a service call. By the way, if you try to end it before 3 years, you have to pay a cancellation fee which after 2 years of aggregation and no service, it is $450. Anything is better than ADT!

When trying to cancel - are you ready to spend 2+ hours on hold?

Why does ADT make the cancellation process so horrendous? You are creating very upset (and in my case, long-time) customers who will not recommend you to anyone else. The most ridiculously long wait time on the phone (2+ hours) is the only way you can cancel - nothing on line or with online chat agents. I will NEVER use this company in the future - poor customer service experiences like this will ensure that I share widely with my friends about this terrible experience and they should avoid as well. And I've been a customer for nearly 17 years. I'm also very concerned about being continuously billed even after I cancel.

ADT is terrible

ADT is terrible. They have charged my credit card for monthly service even though I do not have easy pay and the ADT reps swear they are not charging my credit card. I pay my monthly charge monthly through my bank with eft. I had to cancel my credit card to stop payments from being charged. Then our service was terminated at 3:45 am on January 16. Why? No one at ADT seems to know why or at least they are not willing to tell us why. It took two days to get our alarm system running again. When they terminated our service, they deleted ALL of our saved “protected” videos and no one can restore them. These videos were being saved for legal matters. We also contacted the Corporate office in Boca Raton, FL. We spoke with Kee Kee (sp?). This delightful woman has no business being in customer service, her attitude is awful and tried to make us feel like we cancelled our service and was anxious to get us off the phone as quick as possible. We would love to cancel our service with them, however, we would have a large termination fee to pay. A side note, you CANNOT take your cameras and equipment that you purchased with you should you move. Even though you paid for them. According to ADT they belong to the house they are on, not the persons who paid for the equipment. We are still waiting for a supervisor in Account Management to call us back, we were told that 5 days ago. We still have not received that call and quite frankly, waiting for an hour on hold (if you’re lucky) only to be transferred numerous times to other departments is a futile process with this company.

Horrible company / Predatory Business Practices

Horrible company. Highway robbery. System DOES NOT work. Constant issues with network and battery. In addition, they charged over $600 to install and are trying to assess a prepayment penalty of the full 3 years. They are not out any money. Only companies with horrible service use these types of tactics. DO NOT sign up with ADT. There are thousands of people here that agree. Let's all form a class action lawsuit for these predatory business practices. And don't listen to their response below as they charge you to come out and 'fix' their broken equipment.

Worst company EVER

Worst company EVER! Impossible to get customer service. Incompetent technicians could not set up software and had to remove and reconnect EVERY SINGLE CAMERA in our facility. Then charged us over $6,000 to cover their incompetence when they had two technicians onsite for four days! To do what should have taken a few minutes on the software. Had another IT expert verify and confirmed that he could have done it in less than an hour. I am cancelling three business accounts with them. DO NOT USE THIS HORRIBLE COMPANY.

IF ADT (SAFEHAVEN -SALES COMPANY) COME KNOCKING DONT ANSWER THE DOOR

I have tried over and over to reach someone. They confirmed that they could see how many times I had called. I have been trying to get in contact. I have been trying to get in contact with Shawn (my salesperson) supervisor. I DON'T EVEN HAVE HEAT IN MY HOUSE. It is about to snow and I don't even have heat. I have been trying to explain this to ADT as well as Safe Haven. The gentleman I spoke to was from the actual ADT monitoring company who confirmed how many times I have called. I explained when I got this service that I didn't even know how much my monthly house expenses would cost. Shawn said, well this program is a one time offer and if you find that you can not afford it contact our office and we can work something out he called it the RETENTION DEPT, he also called someone who said it was his supervisor (now I wonder if it was a lie just to get me to sign) and he to said, yes, we can work it out, they have maxed out my credit card, I can't pay that either now. I asked them , what do you think is more important, heat or a security system that I have not even engaged in weeks. It's not even plugged into my wall. I have called and called and called and called, in fact I called one time and I was on hold one time for 1- hour 9 minutes and 8 seconds, yes I timed it and then someone picked up like they would put me back on hold and disconnected me. I have been trying and trying and trying but it is when you get a note that I am going to cancel that is when you reach out to me to say that if I don't pay a cancellation fee that they will send me to collection. They wont even try to help a bad situation but will make it worse by sending me to the collection thugs (and that is what a collection agent is) I have no food in my refrigerator, I have no heat in my house, I wish that Shawn had never stalked our neighborhood. I wish I would have never spoken to him or let him in my house. This has become one of the worst experiences in my life and that is saying a heck of a lot because I am 54 years old and I have lived a lot of life. If you buy a home and see ADT stalking your neighborhood. DONT OPEN YOUR DOOR, DONT ANSWER WHEN THEY KNOCK. Be very quiet and pray they go away.

Customer service is nonexistent

Customer service is nonexistent. Faulty equipment and good luck getting a trained tech out to fix anything, we tried six times and nobody was ever certified, and the last one was a no call no show! Online customer service is a waste of time, they do not train or educate their employees at all.

This is not a good business

This is not a good business. After you sign up, you are stuck with the worst service ever. And you will pay dearly if you try to get them out. When they out Protection One, my service was crapy and they wont anser the phone ever to help. At leadt a 30 min wait time every time. Dont get this service!!!

Good luck canceling your service with ADT

This is a terrible company to try to cancel with. My experience was absolutely awful. I canceled in November, two months prior to end of cantract, and learned today that they had still taken a payment directlly from my bank account even after I had taken that form of payment out of the online payment system. First, be prepared to be on hold for quite a while. Be prepared for multiple transfers and a big hassle. Next, the staff who I got was AWFUL. She wouldn't listen to me and continued to give me an extended sales pitch and refused to let me cut in to tell her I already knew all that. I finally got through to her, only to get another offer later in the day from a different staff person. I never accepted the offer after learning that the rate would go back to the original rate after one year and I didn't want the hassle of trying to cancel AGAIN. I called them earlier this week when I got a bill for service in my email. They assured me I was canceled as of Nov. but sure enough still billed me for this month. I hate this company and my next step is to call my bank and tell them to make sure this automatic payment method is destroyed. VERY FRUSTRATING!!