Words CANNOT describe how awful ADT is

Words CANNOT describe how awful ADT is. A simple re-activation on a new house turned into hours of customer service nightmares. Why? The ADT system was almost brand new according to the realtor and it looked brand new. Yet I'm talking to someone from Jamaica who can't answer any questions, followed by three successive calls with reps who refused to answer basic questions on the cost? WHAT KIND OF BUSINESS IS THIS? Going to Simplisafe or Brinks instead!

Sneaky, dishonest, not sorry and horrible service

I have been an ADT customer for more than 10 years by default since they bought Brinx. I recently upgraded my system to new panels. They tried to upsell me several items which I declined. At the time of install, the tech presented me with a Google Nest Hub, a product like Alexa, which I declined on the phone when I made the order. I did not need it. When the tech showed up for the alarm install he put the Nest Hub box on my kitchen counter. I asked about it and he told me it was a gift (quote: consider it a late Xmas present") and that he would help me set it up. He apparently changed his mind and told me that set up is not something he helps with and something I do on my own. 2 hours later I get a statement telling me they charged my card $120 for this $79 item that I never asked for and which was presented as a free item for my $1000 plus upgrade. He made new changes to the already signed contract to treat it like it was agreed to and sent it as an un-editable PDF. The billing department that I waited 45 minutes to talk to just now told me I agreed to it, when I did not. He even included a recital with a box checked off that he helped me set it up and install it which was another total lie. As usual, when I called to complain, it was the usual 45 minute hold, talk to 3 diff departments, and after talked to billing who did NOTHING, now transferred a 4th time to "Accounts Management Dept" and facing a 72 minute hold. They reply to all their horrible reviews with "we are very sorry," but they are NOT sorry. They change nothing. DO NOT USE this company. Find a local alarm company with ethics. These people are the worst of the worst. They will make no effort to fix anything. They do not care about you. They will also slide a 5 year clause into the contract which is an absolute disgraceful way to treat 10+ year customers who upgrade. You are asking for trouble if you use this dishonest company. Whoever the CEO is should be absolutely ashamed of him/herself, same for the customer service manager who should also be fired.

Garbage

Garbage. Wrong installation. Wrong billing and fees Overcharged for free items. Scam!!!

Horrible Service!

Our security system has not worked properly since we purchased it. We have not even had it a full year and we have had nothing but problems with it. The sensors on the back door and garage door don't work. I called several times a couple months ago to have it fixed and I was told it would be a charge to have it fixed. Now the alarm goes off every day in the middle of the night. I would not recommend this company. As soon as my contract is up I am dropping this company. If you drop it before time your still liable for payment till the contract is up. This is such a rip off.

Worse service ever!

Worse service ever! My advice, if you are looking for a home security service, DO NOT go with ADT. My alarm has been activated a few times with no follow-up from ADT to insure the system was not activated by an intruder. After waiting on hold today for over an hour to speak to ADT customer service regarding my concerns, I was told I would have to pay for a service call which was over $50.00. The purpose of installing the new system was to give me and my family peace of mind knowing that if someone did try to break into our home, the ADT alarm system would notify ADT, and ADT would then attempt to contact the homeowner; if ADT was not able to reach the homeowner, they (ADT) would notify local law enforcement. Unfortunately, signing a contract prohibits you from canceling unless you pay several hundred dollars to break the contract. So much for a family to use ADT for safety reasons, totally misleading. If I could leave less than one star I would. I'm curious how many other homeowners have experienced the same with ADT?

WORST CANCELLATION EXPERIENCE After System Stunk for 3 years

I write this while entering hour two of my time on the phone with this horrible company. I was on hold for 29 minutes before getting a rep on the phone. Then she asked me several questions about why I was canceling and then would not cancel until we "completed the suvey". Additionally, I am now on hold for a second time to get to customer service to put my system into "test mode". Update: the customer service person helped me shut down the system entirely. Now I just have to wait for another month of charges becuase they need "30 days notice for cancellation". The nickel and diming of this corporation is very unbecoming. DO NOT GET THESE GRIFTERS INTO YOUR HOUSE. You will not be able to get them out. Zero stars!!!

Horrible problems with cameras going…

Horrible problems with cameras going down every week. They said they would upgrade my cameras, but at a cost of $935.00. Unbelievable. My contract is up in October and I'm out.

Horrible customer service

Horrible customer service. Wait time 45 mins or more only to be transferred to another department. We have been customers over 10 years. We moved 6 months ago. Every since the new install we have had nothing but issues. Camera not functioning and other issues. For several months I have been attempting to get some results. Definitely not worth the $$.

This company is the worst

This company is the worst. I bought a home that has this installed even though we were specific that we didn’t want this. The alarm keeps going off in the middle of the night. The doors beep everytime someone opens. It’s a nightmare. Called to have them remove their unwanted product and they don’t “do that”. I’m going to have to hire an electrician to come to the house and remove this garbage. This is just the worst company. At least own what you sell.

Their customer service is terrible

Their customer service is terrible. When you finally get some one their English is so poor you can not understand them and they can not understand you. We finally got an appointment with a live service tech who came out in 16 foot service van. He told us he could not do anything but check our equipment, pads, he said all our batteries for our windows and doors needed replaced and it would cost xxx amount. Seeing we are retired and have very little knowledge of such equipment we said okay, he than told us he did not have batteries to do the replacements. What, 16 batteries that take up no room at all and he did not have room in his van. This was after him telling us that the most common problem was batteries dying. He than informed us that adt customer service would contact us for another appointment. He was worthless and should be fired, no customer service what so ever. He would not even open our pad so we have to figure out how to open. Adt customer service never called. I went on line and of course they did not have our model so we could see how to open. I went to one page that they said to go to and it said page could not be found. I would give them a zero star but you do not have one. Terrible, as soon as we can we are getting rid of this company and from now on when I am thinking about buying something I am calling their customer service and if a person answers that can not speak English I will find another company that can. KNOW WONDER ADT HAS LOST MARKET SHARES, BE WARE OF THIS COMPANY

I'm giving one star...

I'm giving one star, but only because there was ONE person who was actually helpful. Long story short, my mom passed away in October 2021. For whatever reason, the account can't be put in my name. Rather disturbing to get emails addressedto my dead mother. Anyway, I was being charged for stuff I never received for a few months. That was fixed after a few phone calls but it shouldn't have taken a few MONTHS to fix. I wanted to upgrade and spoke to a rep but I didn't have time on that particular day to get in touch with the rep I spoke to (please note, I DID get in touch with the rep within a day) . After a few emails to him (he emailed me first with contact info), he never responded. Guess I'll just wait until my contract expires and figure out a new plan that doesn't involve ADT...

This company SUCKS

This company SUCKS. DO NOT USE. If you are in PA specifically the Wayne county Monroe County AREA DO NOT USE. cost a small fortune to install and it is still not working correctly. Just avoid. Choose any other company. You'd be better off just putting a sign in the yard.

I wish I could rate this as a "no star"…Liars!!!

I wish I could rate this as a "no star" I was lied to get them to be my choice for alarm security. {I'm sure I'm not the only one} I had a working system at the time but wanted to see what they offered etc. This guy came to my house "great" presentation before long, I signed as a customer. They took 12 hours to complete the work by 8:30 pm. I never got a survey, which I was hoping for, and I never received their so-called visa $100 card they claimed was in the mail. I called twice and only got more lies. I thought this ADT company was top-rated; boy was I fooled!!!

Last night someone tried to break inn…

Last night someone tried to break inn my home!! My alarm went off and the only thing adt done was text my phone…. Smh, u could have been dead waiting on them to get me some help!!! I had to call 911 myself!! I will be changing company after this month… Never reli on this company for your safety!!!

ADT sent reply to my review which was 1…

ADT sent reply to my review which was 1 star. Too funny they said sorry, contact the exact address for all my repeated run arounds. No stars is what I should have given. I have never had this much trouble with any company.

If I could give negative stars I would

If I could give negative stars I would. I was an ADT customer for 19 years and had nothing but issues ranging from poor work to 2 hour wait times online to attempt to resolve issues. This is possibly one of the poorest run companies, from a service perspective, in America. When you are able to get someone on the phone they typically lack the authorization to solve your issue and then bounce you around FOR HOURS on end. They gained unauthorized access to my home and performed work that was neither requested nor required. In fact, the installer placed 3 new CO2 monitors above the existing and working CO2 monitors. Then billed us over $500k. Clearly, they showed up at the wrong home, but would not absorb the charge. Instead, they handed it over to a collection service. On several occasions, ADT sent contractors to our home to perform work. They were incompetent, did poor work that I had to have redone, and left a mess. However, there is no one to speak to at ADT to resolve these types of issues. ************************************** This only gets better. I followed up on the note below from ADT in which I further clarified my frustrations with their service. Below is the response from ADT: "Thank you for proving us with the review. We have reviewed the account and see that the charges are valid due to the equipment that was replaced and owed by you." Spelling aside, it is evident that the individual who responded did not take the time to read my note and ignored the fact that the work was neither requested nor approved by us.

I have an ADT alarm system for a year…

I have an ADT alarm system for a year now, that hash 70 sensors (70 batteries). when a battery gets low the system beeps - regardless of the time (3AM!) - not good for people who want to sleep. I spent around $2,500 to upgrade senors (based on information ADT told me) so battery level can be seen on console and I can replace low batteries before sound goes off. The battery level on console always reflects 100% for all sensors/zones despite the fact that they are not all 100% full. So my only warning that a battery is low is a loud chirping sound, typically at night. No one at ADT has any answers despite technician making numerous calls when over for a house check up. I spent all this money on top of original upgrade/start up expenses for nothing. There is no way for ADT (so I'm told) to have system not make loud beeps if it detects a low battery or if a sensor goes bad/defective (loud alarm sound - even if alarm system not armed) - for it wakes you up in the middle of the night for reasons that can be dealt with during the daytime. I am frustrated that this huge company that has so many clients can't do better for these situations. Ive had no break ins but lost at least 10 nights of sleep in the last year I am hoping they will address/fix these issues or I will need to switch companies or just not have alarm. Not sure if other ones are any better.

I have t been able to work this system…

I have t been able to work this system since the day it was installed and the run around I get with customer service is ridiculously horrid

Terrible wait times

Terrible wait times, several reps repeating same things, & no resolutions.

UNACCEPTABLE CUSTOMER SUPPORT

ADT UK took over a local firm few years ago. Alarm was inspected by local office which has a disconnected phone now. In November 2022,received a letter for routine inspection, requesting registration through portal. The portal currently displays routine inspection due November 2022. Telephone events with customer service: 16/11/22: Answered by Lee-will ask engineer to call us when he has a slot which could be 2 weeks or more. 29/11/22:Answered by Sam-will email field engineer to call us as no engineer available in our area. Requested manager to call us with non response. 29/11/22:Answered by Clare-will email engineer to call us as nobody available in our area. Made complaint to Clare requesting to talk to manager. Put the phone on hold to speak to manager and hung up. 01/12/2022:Answered by Lee again-Could not recollect our contact on 16/11/22.Will call us when engineer in place. On request to to talk to a manager, informed us they have few managers and will ask one of them to contact us. To date all responses brushed off on every contact. Conclusion is for readers to decide. SP

To cancel you will go through at least…VERY poor , non exsistant customer service.

To cancel you will go through at least 4 people with no help, that is if you wait on the phone for time exceeding 50 minutes. I had Reliant, they where great, but Covid forced them to sell to ADT. Had reliant for 4 yrs 7 months. Go else where for a security system, dont go what I went through.

Taken advantage of as first time home buyer/security system, dishonest, no resolution offered

In December 2022, I became a first time home buyer. I wanted to have a home security system with cameras outside and a keyless door entry keypad installed. I called in and spoke with a representative, with whom I thought I was giving him my “order” for the items I needed/wanted installed. I asked about the contract and the early termination fees. He told me was what included as far as warranty etc and what my discounts were as it pertains to the camera systems, door alarms, and keyless entry door pad. I THOUGHT THAT I WAS PLACING MY ORDER! The rep advised me that when the technician came to install, that he would give me the final cost for the extra upfront cost for the camera and keyless entry door pad after he sees my home. I DID NOT KNOW THAT THE GUY COMING OUT WAS A SALESPERSON….and….the technician. With that being said, he installed window alarms on every single window, smoke detectors in every single room, motion detectors, and some other thing in the hallway. He told me how the window alarms also will sound if someone taps on them, and I was amazed at the type of products they were installing. During all of this, as a first time homebuyer and first time alarm system purchase, I thought that these things are standard. The SALESPERSON/technician NEVER ONCE TOLD ME that all of these things were at an EXTRA charge, as in OPTIONAL. At the end of the install, he handed me his PHONE to sign in some places, but NEVER went over total pricing of anything. He only said that this comes to $89/month and that he wasn’t charging me for anything upfront. Now, when I called the order in, I was told $59/month. So I’m assuming that the increase was because he was putting the extra camera and keyless door pad in with my monthly ADT monitoring charge. Before I signed one screen on his phone, he did tell me that it was a credit check. Now I knew from my initial call that it was a 3 year contract with 70% early termination fee, so I assumed that this was just for the sake of there being a contract, which I am ok with. With me just purchasing the home, I’m also assuming that is why I got denied under my social. He simply asked if there was someone who would put it in their name. I said sure, maybe my dad. I called him and with the technician standing beside me, he heard me call my dad and ask him if he would sign for the system for the contract. At this point, I am not aware that all of this EXTRA stuff he installed has come to the sum of over $5300 and the credit check is for this at $89/month. So as he listened to me simply tell my father that he’s agreeing to the credit check for the contract, he never corrects me to make sure that I’m informing my dad of what the credit check is actually for. Long story short, my dad receives the call and agrees to “whatever” they told him …and of course they have it all recorded and transcribed, so that legally covers them and keeps me/my dad on the hook for $5300 in alarm equipment that wasn’t even needed nor asked for. I asked all of the questions I knew to ask. As they say, you don’t know what to ask, if you don’t know about the product or service. You simply TRUST that people will be honest and transparent, especially when there are contracts involved with items that can’t be removed without penalty, and when they see that you don’t know anything about something you are purchasing, and when they are getting someone else to put the name on the dotted line. You would like to think that they wouldn’t take advantage of a weakness. I, of course, called in as soon as my dad received the bill and a credit card from Synchrony Bank for the $5300 loan 2 weeks after the install and I was advised that there was nothing that could be done since the buyers remorse period was only 3 days…. Which I was told nothing about, but wouldn’t have mattered because I wouldn’t have known about the extra charges until the bill came anyway. I called in as soon as my dad received a statement 2 weeks after install for the $5300 loan and a credit card attached. For 4 days, I requested to speak with a supervisor. I was told that one would call me back later that day. No one ever called me back. On the 4th day, I called back in Anderson finally spoke with one. He advised that the case had been reviewed by the district manager and there was nothing that could be done because they have the recorded and transcribed phone call with my dad (who remember only went by what I told him in the presence of the salesperson, which included me not knowing anything about $5300 in optional equipment). The supervisor stated that he would put in a request to see if someone would call me, but to not bet on it essentially.

I have been a customer for 10 plus…

I have been a customer for 10 plus years . My sensor is not working and no one knows what to do . They have one line change the battery or reset the sensor . None of that trouble shooting worked . I have wasted 3 days of my time trying to fix the sensor . Why do I have to fix the sensor on their faulty equipment . I AM NOT A TECHNICIAN. You would think for $80 a month, I wouldn’t have to be the technician as well. Looking for a new company ASAP. I’ve never had a problem before but this is the absolute worst service . Highway robbery on paying customers because my home is not secure .

ADT Could Care Less About Their Customers

In October/November 2022 we got a new router for our home. Knowing our contract with ADT, I called and spoke to a tech who helped me to reset my cameras. I got on ladders, reset cameras etc. Cameras worked for about 2 weeks. ADT allegedly has no record of us doing this. They stopped working - we again tried to call ADT to resolve the issue. I started persistently calling ADT on December 16th to try to get our cameras working. The tech on the phone said that she had escalated the issue and that a technician would be calling me. Finally, on December 30th, I spoke to a live technician on the phone. He didn't ask any questions, just looked at my account and stated that we needed a technician to come on site. He stated that he was going to transfer me to customer service, and he would let them know that we shouldn't be charged for a tech to come out and fix our cameras. I was disconnected. Then was on hold for 40 minutes for then to be told I was with the wrong department. Fast forward to a tech coming to the house on January 6th. Before he started work, I called customer service right in front of him to make sure we wouldn't be charged. I was AGAIN told that we wouldn't be charged for the visit unless equipment needed to be repaired or replaced. He went outside, climbed on ladders, came back in and stated that our cameras were working again. We didn't sign off on any work order, no information given other than that. The next day, we received a bill for $407. Since then, I have been calling ADT, waiting on hold and was told a supervisor would call me in 24-48 hours, nothing. Then chatted yesterday with an agent and was told 5-7 business days. Today I was told 24-48 business hours. The most I was offered was $100 off. I have never experienced such horrible customer service, such inconsistency in my life. As a 2-year customer, I haven't had any issues until now. I did my due diligence prior to a tech visit, and now I am being punished for it.

Cancel service for a deceased relative

I've been trying to cancel service for a deceased relative. Customer service on the phone is useless, non English or poor English rep speaking gets on the phone with me and sends me to the account dept where I'm forced to hold for 90 fricken minutes. This company is the worst. I'm glad I am not an actual customer and NEVER will be. If you have a dead relative that you're trying to cancel service from this company like a decent person, DON'T! Just let it go and let them figure it out and make them wait 90 minutes. ADT go F%^& yourself!!