AWFUL CUSTOMER…

Totally TOTALLY awful CUSTOMER SOLUTIONS DEPARTMENT - never ever use this company Totally awful company ...worse than awful - dont deserve even zero stars ! dont touch this company with a bargepole. their customer service is totally awful. ongoing service issues over the 3 year contract led to my mum ( an elderly pensioner in her 80's) recieving calls in the middle of the night. When we went to cancel the contract, just no service at all - no emails or calls replied to or returned. Just totally ignored. And their customer service co-ordinator is the worst. total unfriendly , unhelpful and just ignores your communication for months. Jennifer Louise brookes is the customer service co-ordinator - what an awful, awful woman. She finally replied after a month - FINALLY - Madam brookes deems to reply after nearly a month of ignoring our requests for communication ( abrupt, uninterested and dismissive email received from Jennifer Louise Brookes today 22nd Dec 2022 saying, no shes not interested, no compensation and I "welcome to seek advice outside of ADT ". So here I am - what are my options anyone???

Routine inspection customer service goes into reverse

This review concerns booking a routine inspection where customer service seems to be going in reverse. Acting on the letter advising that an inspection was due I firstly tried the portal only to find I was playing diary lottery as there was no indication of which dates were available. So I phoned and the agent was helpful to the extent of advising availability but was unable to offer either a 'first thing' appointment, that used to be on offer, or even an a.m. or p.m. time slot explaining that the technician would phone 30 minutes before arrival. I registered this experience as a complaint with the agent which appears to be the only means of registering a complaint. However, looking at the review ratings and a sample of reviews I realise that my experience is not exceptional.

STAY AWAY! STAY AWAY! This two are the worst service ive ever…

This two are the worst service ive ever experience with. ADT- you deed with a contract and then suddenly they terminate the customer and owe them $500 dollars. Bull$#*!!, give you bank info so you can take out an monthly amount that stated for you to take out the monthly bills for hassle free and then you'll be surprise all of the sudden a collection agency called that i'm in collection for not paying. Get your S#*ling system fixed! That way customer are happy with your service. But never mind i have big regrets on having this security. TELUS- poor internet service out here in suburban area fiber sucks and not good enough as the shaw. Very disappointing service. As well as the customer service. Stay away! Stay away! Stay away! From this two. Don't waste your time and money. Regret! Regret! Later.

They do not even deserve 1 star

They do not even deserve 1 star. I had an agreement to pay a total of $897 in the course of 3 months for my equipment. The first installment of $299 was made two days ago when they set up the system (terrible experience btw). I just got a notification at 12:20AM that $898.88 was withdrawn from my bank. Im livid. Not only did they charge me the full price at once which was not the agreement... i had already paid $299!! Not looking forward to dealing with the terrible customer service that's so blatantly evident on this review page. But mark my words - I will raise hell.

I've NEVER written a poor review before…

I've NEVER written a poor review before but I am frustrated and this situation has inspired me to type-so,here it is! I've been an ADT customer for over five years and until about last year I was pretty comfortable with the service. I noticed a change last year when I was having issues with my alarm unit and got bounced around to a variety of service departments and online FAQ type resources -seemingly geared toward assisting me in fixing the issue myself- to no avail. I realize they probably didn't have the manpower to send a tech out as they had prior to the pandemic but... I'm an early childhood educator who has been in the weeds the whole time so my empathy has been stretched. Anyways, I guess I "fixed" the issue myself by moving out of the apartment and leaving the state! No more beeping detector! Now, as I am a responsible soul I was attempting to cancel the service and begin a new service to fulfill my contract with them. Not only was I being charged for both (for six months) but today I received a bill that looks as if I'm being charged the contract payout for the place I moved out of. I've called numerous times and told my story as simply as possible to several people and I keep getting bounced around to different departments that "will know how to help solve your issue". To say I'm at my wit's end is an understatement. I am unsure of my options and next steps but I can be sure of one thing; I'll be on the phone again trying to remedy this and praying I get someone who can actually help.

WORST CUSTOMER SERVICE EVER

The most frustrating phone wait times and then to be disconnected 3 different times…they lie about their promises and can not even talk to a human being I have had it there are way too many other companies out there that want our business. After 28 years as a customer this is all wrong. Then they overcharges us the wrong mthly fees.

My camera is not working they want to…

My camera is not working they want to charge me 125.00 for first 30 minutes omg we have been with them a year if I knew what I know now Never would have chose this company!!!!!!!!!

Terrible

Terrible, and I mean the worst of the worst service, had to wait for an hour and twenty minutes to get thru, I wanted to cancel on the spot but forgot my safe word, and it now has to be sent to me via mail, not email, this guys are living in 1993, what a crappy terrible company, switching to Ring ASAP

Trash system & company

The employees are oh so pleasant & helpful in selling you the 36 month contract. The support employees manning the customer service lines are nice enough. Each time I call there is a minimum 40 minute wait time. Every. Single. Time. My issue is my doorbell camera will not provide live feed, it only records clips upon door bell rings or action motivated incidents. I have repeatedly followed the troubleshooting guide on my own & with a service advisor & still no connection. I was advised to uninstall the app & reinstall it once the advisor ran out of solutions. This did not help. The camera connection to my home network & the door panel is fine. I just need live feed from the doorbell camera. I can not answer calls & this is the main reason for these cameras. I was directed to Safe Haven for product issues because "I'm responsible for it now". Upon contacting them I was told someone could come out to take a look at my camera for $69. Why? Once you're roped into the 36 month contract they abandon you. I would never recommend this company to anyone for any reason.

I have called and texted over the past…

I have called and texted over the past 2 weeks at least 18 times with still no tech visit. Previous tech installed sensor wrong and now either I can’t set alarm or if I can burglar alarm will go off sometime after I leave. This company has possibly the worse customer service I have ever encountered. Do yourself a favor and avoid this giant headache. Was referred to a manager who won’t even return my calls or emails…I’m really shocked at the lack of response to their mistake

DO NOT USE THIS COMPANY!!!!

DO NOT USE THIS COMPANY!!!! I made the mistake of signing paperwork with them. Soon after the person assigned to update me on my projects kept sending mass emails with all of his "clients" copied and I saw multiple grievances about not meeting appointments, getting charged for work that hasn't been done, etc. During the consultation, I told the sales rep that I bought a new house and did not want a hard pull on my credit, but when I asked if that would be done no solid answer was given and it ended up being pulled once my soft credit was approved. I tried to file a formal BBB complaint, but they are insensitive and uncaring - literally the only company I've had an issue with that REFUSED to provide a resolution. Please find a company that is HONEST and UPFRONT. A class action suit needs to be filed!

Cancelling ADT - Getting it DONE

If you're struggling to cancel your service with ADT with clear confirmation, you're not alone. If you’ve managed to get as far as I did, heres some guidance. My advice is to be persistent and factual. After getting verbal agreement back in late Nov. 2022 with ADTs cancellation dept (it wasn’t easy, took 100mins of wait time), I've asked for a letter or written acknowledgement for the date services would be turned off that we agreed on to several depts and got different answers. ADT provides NO FORMAL email or letter upon requesting cancellation whatsoever. ADTs cancellation dept. ultimately misguided me and was originally told Id getting one in 14 days when I reached them over a month back. One never came and learned that their customer care dept. told me differently that it would only come AFTER the cancellation date past and would take 15 business days. Im still waiting BUT was told today that my monitoring services are off so I have that. Further, I took the next steps (provided by ADT) that I wasn’t told by the cancellation dept to power OFF the panel and disconnect the cell backup battery, and the wireless router. It seems the bitter reality is the customer is responsible for taking these actions but NO WHERE is this published nor advised by ADT on how to safely and completely cancel service. I only did this out of common sense and since we past our cancel date and the alarm panel was still ON and had NO idea if ADT was actually monitoring or NOT and if the system would create a false alarm. Im NOT under contract (a former customer that has been with them for 16yrs) and we own the equipment so it’s important you check your individual situation. Also Ive made sure my billing method is disabled i.e. no autopay, so they cannot charge w/o my consent. Hope this helps as ADT clearly doesn’t take any steps to help unless YOU ASK and its someone reasonably knowledgeable and not reading from a script which has happened too often. Finally, Ive emailed the “alwaysthere@adt” email and let me tell you (ADT), they are not responsive nor remotely helpful as a last resort. I wish others well and urge ADT to change their ways immediately if they intend to stay in business. I will not be returning to ADT again for a variety of reasons and mostly because of their poor and inconsistent customer service, long hold times, complicated (and nested) phone menus, customer portal that lacks ANY data on your service status e.g. active, cancelled etc., outdated equipment, poorly trained or frustrated technicians, rising cost of ownership, and lack of follow thru which for a security company is unacceptable.

ADT Horrible Customer Service

ADT as a security company are good. But they are horrible in customer service especially for long time customers waiting time on phone is more than 45 min. I have been fighting with them for five months. I had my service terminated we moved with a different company. I still being charged I finally thought my problem was settled this past Dec. Once again I see my account charged. I'm so over them horrible company will never go back to them.

These people are PAYING people to write 5 star reviews!

These people are PAYING people to write 5 star reviews! They are all fake! This ploy will not work in the long run. ADT WILL be out of business because the business model is built on FRAUD and deception. As an attorney I am waiting to co author a class action suit against these criminals.

ADT provides the WORST customer …

ADT provides the WORST customer service..stupid wait times. You can spend hours and days trying to get help amd still mever get your problem resolved. horrible technical support..and they want to charge ridiculous fees for fixing their shotty equipment. Be careful of accidently signing a new 3 year contract when they come out to fix things...it's the small fine print. I have been a customer for almost 7 years and cannot wait to be done with them forever HORRIBLE SERVICE ALL THE WAY AROUND AND CAMERAS DONT RUN KONG ENOUGG TO CATCH WHAT IS IMPORTANT. ANYTHING WOULD BE BETTER THAN ADT

LIES from Installer/salesperson on installment....constant mess ups from this "company"

I was told by the salesperson/installer that I qualified for 5 yrs at 0% interest on my ADT system for the equipment. When I went to check my bill, its showing 24 months. This now makes my bill over $200 a month instead of like $70. Whatever, ill pay it off as its not about the money, its that I was Lied to and swindled! I have also called in 8 times because this "company" keeps disconnecting my new address, instead of my old one where I also had ADT (as I sold this home) but they cannot seem to figure out how to transfer service to the new address and keep it there. I have come home now 2 different times to no ADT service for a $4000 system I just had installed. This is unacceptable! I will be canceling service with ADT when my contract is up, and I HIGHLY suggest you find anyone, any other company, maybe even your uncles dog to watch your house while you are gone, as this "company" is a dead dinosaur that offshores their call centers and doesn't care about watching your valuables. This coming from someone who always pays his bills (auto pay) and should have never had my service interrupted like this. DO NOT USE ADT FOR ANYTHING. Another US corporation that doesnt give a damn about you

BEWARE THEY DO NOT HAVE THE MAPPOWER TO SUPPORT ANY ISSUES VERY LONG HOLD TIMES

BEWARE, if you get service they do not have the manpower to support you. if you run into any issues you will be on hold for an hour or more and hopefully, you get the right department. Also, DO NOT BELIEVE THE NO CHARGE THE DAY OF SERVICE IT IS A LIE!!! they will charge you the first month no matter what they tell you in person!!!!!!

DO NOT get an ADT contract! NEVER!!!!

I'm writing to let everyone know that the system can use both old and new sensors. DO NOT let them use the old sensors... you have to pay for the additional module to use them, and they always malfunction. I've been dealing with this for over 2 years now. And each time they say replace the batteries. Anyways, cancelling them is a nightmare as you have to pay for the remaining contract or 75% of it, but who cares anymore, right? I'm not going to pay another dime for this service. ADT is dead to me and my family and everyone I know! Eventually everyone will see ADT as they are and no one will use them! Pure utter garbage company with garbage service! OH and don't even bother using them for Solar panels!!!! HAHA.. That is a serious JOKE!!!!!!

Nightmare to cancel

Service was fine and reliable. I was a customer for 14 years. I realized I was paying so much and had outdated equipment so I started looking into other companies and found that I could get better deals, equipment and equivalent or better services for a considerable amount less per month. Trying to cancel has been a complete nightmare. First time after being on hold for over 80 minutes the representative finally answered and we were disconnected after seconds. Then I press the button where you want to buy more services and immediately someone picks up the line! No hold time there. I explain what had just happened and she tells me she will take down my number and someone will call me back within 90 minutes. Two days later still no phone call. I’ve spent hours just on hold waiting to speak to someone in the cancellation department on multiple occasions. They offer “better deals”, “customer loyalty”, etc. but no comparison to other companies. Do they get some kind of bonus for keeping a customer from canceling??? I felt bad but after telling the rep multiple times I had to raise my voice. The customer service and hold time to cancel is absurd. In the meantime I was billed for another month! Is that why they were giving me the runaround so they could charge me for another month??? Very unhappy and now overpaying another month for their services that I do not want.

They guys to raise the bill

They guys to raise the bill, without Notification. No letter no phone calls. I don't recommend this company

Worthless

Worthless. Alarm going off and zero help. Outrageous hold times. A rep can visit my home in a month from now. The service is extremely awful

Lousy product and customer service

Lousy products and customer service! Having been a long term customer for well over a decade, I decided to upgrade my system to what I was told would be the best ADT has to offer. I learned the hard way after signing up and making my 1st payment, I got defective cameras that took at least a month to get it replaced after numerous phone calls and chasing ADT and on top of that they don’t function as they should! In fact, was told by the installer And I quote “ I shouldn’t have been sold those cameras, they are inferior products and they DO NOT and cannot integrate them with my mobile to get ALERTS & NOTICES should anything happen! I have exchanged numerous texts and calls with the salesperson to get it fixed or replaced and all I get is false promises and states “ I am very busy selling, our installers are not knowledgeable to help you connect the system to your phone and you should go to U-TUBE to figure it out!” He claims he has reached out to his supervisors and no one seems to care enough to reach out to me OR return phone calls! I have to explain to the ADT when they reach out to collect their money that’s being disputed with the credit card company every time and get no follow-up call!! On top of that this whole thing opened my eyes to the fact that I had been overpaying for the monitoring charge!

Bad professional installation and Bad customer support

I signed a contract with ADT to install 2 cameras and sensors for all my doors/windows. The technician was not able to install the cameras and informed me that there will another appointment to install the cameras. He asked me to sign a document which was just a formality and my sales rep would schedule another appointment for the cameras. It's been 2 months now after my installation and the cameras are not installed yet. I was very disappointed with lack of response by the sales team and the fact that the cameras were not installed as per my original request. I tried to cancel the subscription(which was supposed to be free as it's still within 6 months), after staying on call for 2hours, I finally got in touch with account management rep who said I will need to pay a penalty for cancellation because there is nothing wrong with the installation(But they claim that we cancel anytime in the first 6 months). When I said there was problem with the camera installation which was never rectified, I was told that the document I signed as a formality is to agree that I don't need cameras which was never agreed upon with the technician who took the signature. 1. The professional installation service which I paid for is useless as they not even able to install cameras professionally. I could have done DIY project using other competent products like Ring for a much lower cost. 2. They never came back to install the cameras as agreed upon initially and deceived me by asking me to sign a document for formality. 3. The anytime cancellation policy is bluff, they will not let us cancel it without paying a penalty and will force us to stay in contract even if you are dissatisfied. The sales will not even bother to address the concerns once you are in contract as they really care about the customer after that.

I have been with ADT for over 20 years…

I have been with ADT for over 20 years and I have seen the customer service decline over the years. Why is it so difficult to speak with an ADT rep? And, when you're connected you're in the wrong department so when you get transferred the phone hangs up on you. I recently switched from ADT Pulse to ADT Command system - I have to say it sucks! The reliability just isn't there. Tonight, the battery on the main panel is dead, which I didn't know until the other panels were saying "standby" - I try to call ADT for help... instead during the hold times I fixed it myself! I ended up pulling the battery from my Garage main panel (I have a separate ADT Command system) and it turned back on. I haven't even had the system for 6 months and the battery is dead already and the monitoring center did not receive notification that my system was down. What am I paying to be monitored then? At this point, I am completely frustrated because I have spent so much on this new system and it sucks!! In addition, the ADT customer support sucks... well, their answering phone system! I will need to call to see what my options are - if I can get my money back or switch back to the ADT Pulse system.

STAY AWAY FROM ADT!!!

Worst customer service ever!!!! Stay away from ADT its a $ trap!! Cant wait for my contract to expire in 03/2023!! My AdT system hasn’t been working properly so i call adt to send a representative to take a look at the problem…it took them a week…then the technician shows up fixes the issue that their OWN system had and leaves…they charged me 65$ for service fee????? Wth??? So you mean to tell me that i pay you monthly for a service and when there is an issue with your system you charge the customer to fix it!!!! Where the hell do we live??? Ps: btw technician never fixed the problem and told my wife it was all good..by the time she tests it he s gone!!! I DO NOT RECOMMEND THIS COMPANY TO ANYONE!!! Their customer service representative tells me that “thats the way they do business”!! I hope your company bankrupts