Very dissatisfied with service

Very dissatisfied with service. I have 3 year contract & can’t get out of it. ADT called to let us know that our alarm went off. They NEVER followed up. When I tried to register online, Infound out that for 2 years ADT has MISSPELLED our password. Phone system is HORRIBLE….people who finally answer sound like a ROBOT….they speak fast & low..like they are reading.

Worst Customer Service in the world

ADT became my alarm company after they bought out my previous alarm company. Between the old landline I only kept to maintain the alarm service and ADT’s monthly fee I was paying $100 a month for service. I decided to go with a different alarm company. Can’t cancel on-line. Had wait times of over 113 minutes to cancel. Still got billed after I canceled. Last night, the alarm, which I had canceled weeks earlier, started beeping at 2:13 am. I called the number on the alarm. I had to go through a phone tree in order to talk to someone- thank god it wasn’t an actual break in. I was told I would have to disable the electrical connection. This alarm was installed over 20 years ago, I had no idea where electrical connection was made— There’s no cord leading from the alarm box to a plug. I was told I would have to hire an electrician at my expense to find it. Finally got the alarm to stop beeping by taking a hammer to the alarm box. Would have been nice to be informed I need to disconnect power from the alarm box when I canceled the service. I guess ADT got the last laugh for my cancellation by waking me up at 2:13. I’m telling everyone- DON’T USE ADT!

Got on the phone to do one thing. An hour and a half goes by...

Was in a business using ADT for a door alarm when a partner ran out on us, leaving us with the rest of the rent. We didn't want to pay extra rent so we relocated. Going back and cancelling everything was a huge hassle. I was stuck on the phone trying to cancel, getting transferred to different departments, put on hold, and I had to explain my situation about 5 times. I even got hung up on by an account manager 45 minutes in and I had to call again. For an otherwise simple cancellation, it took around an hour and a half. Why do they make it so difficult to get one single thing done?

Same story as many other reviews

Same story as many other reviews. I tried to cancel at 6 months and my rep did not respond to me. Assuming I was in a year contract, I called in before my year was up (after being put on hold for 2 hours) to which point they said I am stuck in a 3 YEAR contract. I was able to get my rate lowered but I am still in this long contract for a product I don't use. Do yourself a favor and go to a competitor. There is no added value in ADT. Poor customer service, VERY high prices, long contracts.

I changed my internet router and tried…

I changed my internet router and tried to reset cameras. After trying for over 45 minutes with an agent over the phone they were not able to assist. They could make an appointment for the following week with a tech to be able to guide me over the phone. Due to the holidays I was not able to schedule the appointment. I tried calling and there was a 97 minute wait time to speak to an agent. I was able to speak with someone to cancel services since this is not the only issue. Cancelation fees for service and equipment was over $6000. That’s just wrong. Lesson learned I will pay closer attention to fine print.

ADT Solar is discussing

After buying my solar panels from ADT Solar I am paying more for electricity than I was paying before I had the Solar panels I was told I would save money with solar That has yet to happen After being unable to get an answer from ADT Solar I contacted ROC ROC says they can not help. It is a civil matter I live in Sun City and I thought what could be wrong with going Solar ???? Going Solar was one big mistake in my 75 years of life So bottom line I could really use your help

If you work M-F, Don't Use ADT

If you are a working person who has a job that makes it exceedingly difficult to get away, then ADT is not for you. Their idea of service is when it is convenient for them, 8-5 M-F. I called a week ago with a beeping panel. I was told it was a problem that only a technician could fix, and gave me options that I couldn't be available for. I explained only Saturday would work, and was told that they don't do Saturdays, which was a lie because they've been to my house before on Saturdays...after a lot of fighting. An hour later, I was told that only the local manager could authorize weekend work, but due to the type of problem it was flagged priority, and expect a call on Tuesday morning. It is now Thursday night, no call. I have no idea when or if I will ever get this problem solved unless I want to cause problems for myself at work. Overpriced bills are expected to be promptly paid, but ADT doesn't hold themselves to the same expectations of productivity.

ADT IS A TRASHHH

ADT IS A TRASHHH, DO NOT DO ANY BUSINESS WITH THEM ELSE YOU WILL REGRET AND HIT YOUR HEAD ON WALL.... I wish I had an option to give Negative Stars.. Honest feedback on the pain and headache I have gone through. After buying new house, SafeHaven (ADT Authorized dealer) and vendor of my house builder, said we give you smart home features, skybell doorbell, IQ Panel, samrt door locks, Alexa and smart plugs. And also a Security monitoring system ($49.99/month), which is a contract of 36 months, and Alarm.com App to access everything through your phone. They also said, you can access Alarm.com app even if you cancel monitoring service contract. After the installation of security devices, the technician signed a contract on my behalf WITHOUT MY CONSENT. And when I came to know about it, it was too late to canel without fee, so they asked me to pay 75% of 36 month contract fee. I provided all the evidence that I didn't signed any contract but still they didn't take blame on that technician. I called their customer service and after being on hold for the ridiculous time of 51 mins for 3 times in just 1 day and after getting transferred to another line and another ridiculous amount of wait in line, I finally got a chance to talk to someone, I explained the whole story and gave them my info for verification and said that I'm fine to pay off the 75% fee, but I can't access Alarm.com app, they replied that since you have requested to cancel service, we can't let you access it, I asked to transfer to me her supervisor and after keeping me on 2 mins of hold, I was been told that since I have canceled the service I can't talk to the supervisor. Like really??? Are you kidding me or what?? I have just requested to cancel the contract of security monitoring system, that doesn’t mean that I can’t access Alarm.com app and use the home automation functionalities like, accessing doorbell when someone rings it, updating the thermostat, locking/unlocking doors, turning on porch lights, smartplugs devices, etc… from Alarm.com app. Others in my community can access the app and use it, even though they didn’t enroll in a security monitoring system contract. Initially they said I can use the Alarm app for home automation purpose, and now after canceling contract they saying I can’t use it. This clearly means False Marketing and forcing me to renew the contract just to use the home automation system through Alarm App. In this case no one without security monitoring system should be accessing Alarm app for home automation functions. All I asked was to cancel security monitoring system and in return they cancelled everything. PLEASE PLEASE PLEASE DO NOT EVER DEAL WITH ADT FOR YOUR HOME SECURITY. There's plenty of Home Security services available in market.

AWFUL

They was top of the line at one time, Worst Service in History for a Security Company, Been on hold 45 minutes from a alarm call, they call 3 times today and I told them not to dispatch the cops, but guess what they even showed up 40 minutes after ADT called them, without permission, as we discussed a technical issue with the alarm, 3 times in one day, what a Hot ADT Mess! Trust I will not recommend and will be looking to move my two residences from them. I have been on hold for 45 minutes waiting on a tech as I type this.... You all cant do any better, shut that camp down...

If I could give no stars I would

If I could give no stars I would, BUYER BEWARE!!! I just waited 90 minutes to speak to someone to CANCEL this AWFUL SERVICE! After seeing the reviews, I am not alone in the ADT SCAM! the agent BECAME RUDE! I was told that I did not sign up with ADT Directly that it was an authorized dealer (um which means they represent your company). The Dealer LIED about the terms of the contract. TOLD ME THERE is no contract you can cancel at any time. Informed me that would be no charge (billed 99.00 dollars, was billed to my card, this should have been my first clue). I tried to cancel I am STUCK IN A 36-month contract I guess ADT is that desperate that they have to lock folks into these ridiculous contracts to stay afloat! The techs didn't install the system properly, batteries do not recharge, so constant equipment failure and customer service is awful, they want to charge you for everything. Email them no response, long call wait times (90 mins today). You get told BS! once again I will state an authorized dealer is still a representative of YOUR company, but ADT wants to use the excuse that it was an authorized dealer. YOU AUTHORIZED FOR THEM TO GO DOOR TO DOOR IN COMMUNITIES TO SELL YOUR PRODUCT!! so now I am stuck for another 16 months of this crap contract. plus, there fees went up, but the contract has another fee but um you're not responsible, but you want to upcharge from the original contract! So again, you want to say you're not responsible, but you are raising your rates due to inflation, um that's not my fault is it now, the agreed price is on the contract you don't want to cancel. Again, the agent didn't like that point either! in the end we will see if the tech shows up to correct the issues as well if they will go back to the original contract price. SHAME ON YOU FOR SCAMMING HARD WORKING FOLKS OUT OF THEIR HARD EARNED MONEY!

ADT has the worst customer service with…

ADT has the worst customer service with long hold times up to an hour, incompetent and sadistic customer service reps. And the equipment does not work properly. Incredibly frustrating! I have spent thousands of dollars on equipment and am now stuck with this horrible company! Amanda representative hung up on me when asking to speak to a supervisor. ADT executive office is located in Florida. ADT does not spend enough of their profits in ensuring they have enough customer service representatives and does not spend enough of their profits on training their employees. Field technicians arrive without the needed equipment and complain about the miscommunication between customer service and field technicians. Horrible greedy company who does not care about their customers.

I am active duty and I have orders to…

I am active duty and I have orders to depart my place of home to go overseas. I send them a copy of my orders and they send me an email stating “Good Morning, CXLD Not active duty (the following in red letters) civilian wanting to have BOC waived” “Thank you for your recent inquiry regarding ADT account 309579070. Since you have provided all required documentation, the cancellation was processed effective 12/29/2022 per our 30-day cancellation policy. The date of cancellation is determined by the date the letter is processed. Please be advised, that due to canceling prior to the contract end date, 8/3/2024 there will be a final balance of the contract plus any unpaid balance through the cancellation date due on the account plus any applicable taxes.” I am so disappointed by the email I received from, for them to tell me I’m not active duty but a civilian posing to cancel my services to waive my fees. I’ve sent orders and if I need to send a copy of my military I.D. I will do so. But they didn’t ask for anything else. This is the most BS email I have ever received in my life. I’ve been on hold for 60 min now listening to elevator music and no one has yet to pick up. Last time I checked military transferring/going overseas can cancel without cancellation fees. They are still making me pay the cancellation fee balance left which is like $530. Which I’m ok with. Anything to get rid of them. But I’ve cancelled Adt before this contract because they were charging me for a tech to come out and look at equipment that wasn’t working. They proceed to talk me back into a contract by giving me new equipment which nothing they gave me was new and the doorbell I would be receiving (that they never tell you about unless you ask) is of the lowest quality possible. But I went back with them because they waived the maintenance fee for the tech to come out and do their job. But I’m sure it was added into the contract. They claim they’re the best out there when in reality there’s others. Date of experience: December 28, 2022

Now they are trying to steal money from deceased people!

They are now trying to get money from deceased people. Read the latest review of ADT trying to "talk" a deceased person into a new contract. There was a executor of a deceased person's estate that tried to cancel a contract. This is a new low for even the ADT felons. They are all probably laughing at now not only stealing money from live bodies but now have stooped to financial "grave robbing".

Lousy service - can't cancel

Lousy service. YOu can't cancel online (which should tell you something about the company). I have been on hold for a ridiculous amount of time. If you get anyone to answer, they transfer you to another line that just keeps you on continuous hold. You can't trust a company in an emergency that can't answer their phone. Cost is too high for no real value.

Faulty window sensor reveals poor customer service.

My key pad beeped. The monitor read "check family room side window #24". The window was secure but the system continued to message the above even after I silenced the beeping. I then called the number on my system and received an incomprehensible reply. I then went on line and tried, unsuccessfully to "chat" but got nothing remotely helpful. I can't find anything on ADT's website allowing me to get service for something as simple as a sensor.

Trying to cancel services for deceased…

Trying to cancel services for deceased person - this has to be easier - than waiting for a rep to try to talk her into staying a customer... Give me a portal to upload the death certificate or affidavit docs you need, and lets call it a day. She's way past her contract date end. This waiting on hold for hours, and multiple calls is ridiculous.

Horrible wait times ! Bad service

1. ADT has extremely long wait times. If you are starting service no problem, however if you want to cancel service for any reasons, including moving, pre prepared for a 90 min wait time! They auto renew your policy as well, to make it hard to get out of. 2. Some areas require you to register your alarm, ADT doesn’t tell you this, and will not send police to your home automatically if brokers into. I know this from experience. I do not see them lasting forever without better competition if they do not do better !

Go with another alarm company

Go with another alarm company. No one answers the phone in technical support. NO ONE!! Over an hour of waiting to bad music. Go with a different company. They can NEVER fix a problem the first or second time around.

Cancelling a ADT contract is a NIGHTMARE!

We found canceling our ADT subscription was a nightmare. Here is where our trip began. My wife was in the garage and accidentally tripped the alarm system. After a minute or two she was back in the house and reset the pass code. What did not happen was a phone call from ADT security service. Nothing, crickets. As part of our signing agreement ADT was supposed to call to check on us. Nothing! OK, she was safe. But what if she were not safe? Where was ADT? ADT was not on the job. Not protecting our home. Be aware, this incident had happened once before. To the best of our knowledgewe no one has ever attempted to break into our house. Just saying, Does ADT deliver to all customers in need of their protection. Fact is, most people never experience a break in. Does ADT have the capacity to provide the security it pledges when it needs to? Stuff happens! They lost us as customers. Good bye and good luck! We cancelled the automatic withdrawals from the bank and thought we were done with ADT. We receievd a phone call from ADT representative offering us a renewal price reduction. We listened politely and told Joan that we did not want to renew our contract with ADT. We told her why we cancelled. Joan began to apply sales techniques using language which obscured the fact the price reduction meant we would be signing a new lenghty contract. Joan finally accepted our refusal to renew and said to us, your account will be closed. Not so fast on the account closure side. That is when the nightmare began. We started to recieve written payments for service requests in the mail. We had a three year contract. We bought our equiptment. We paid each month dilligently, and on time. (for the entire length of our contract) We tried calling ADT to get this issue squared away. So, we called ADT's listed telephone number, many, many, times. The wait was 45-75 minutes to get to a ADT service representative. Finally we were successful in reaching a ADT representative. Thing is about ADT, there is a 45-75 minute wait to reach a service representative.And if you are patient and fortunate enough to get picked up by a representative, there is a liklihood you will be disconnected when they hear you are calling to cancel service. Or you will be told that you need to get to their cancelation department and then you will be immeadiately put on hold for another 45-75 minuts. ADT does not have employees for eslling their service. They only use individual contractors to sell and install. Try this, wherever you live, google your nearest ADT company telephone number. There is none. not in Phoenix, or anywhere else in the country. Sometime in November we finally were able to get through to a cancelation person. Our plan was finally, officially cancelled. then we were billed for the months of October and November. Todsy we received a bill from a colletion agency. Demanding payment for the service they continued to provide after we cancelled. there is something fishy about ADT They do not SMELL right.

I had two smoke detector activations

I had two smoke detector activations. Appointment 1: a tech came out to input a new control panel and converter for my ADT-aged security/safety system and that a tall ladder would be needed. appointment 2: the tech arrived and stated that what I was told about the control panel would not work. So I agreed to a new system. The tech said he didn't usually work with the system he was installing. He couldn't get the smoke detectors to connect with the control panel. He left with the agreement that on the following Monday the smoke detectors would be installed. He assured me that I would receive a call to set the time for the follow-up appointment. Well, that never happened. After two weeks I called again. I told the call taker exactly what was needed and that one more smoke detector would be added with two techs and a tall ladder - one to hold the ladder while the other installed the detector on my 30-foot ceiling. Appointment 3: the same tech arrives without the tall ladder and no one to hold the non-existent ladder. Also, he was short two smoke detectors. He told me again he doesn't normally work on the system now installed in my house so he doesn't carry much of the equipment. I was advised the previously to be scheduled follow-up appointment was marked as "voluntary cancel" - a lie. So for today's appointment, I made sure the call taker put in the comments what was needed and asked for the tach to call before coming so I could again remind the tech what was needed. The need for the call before coming was not in the comments - another failure. The need for a tall ladder with two techs and one more smoke detector was in the comments. Today the tech assumed that note was from the previous service call - another failure. I am told the manager will be calling me but didn't know when. I took today off work specifically so that the system installation would be completed. Now I am still without two smoke detectors which will AGAIN require me to take time to be home to get the system fully installed. Four appointments for an installation - a failure. If I had known what a disaster this would be with the ADT installation I would have switched to another company. The tech was professional, diligent, and polite. It wasn't entirely his fault. ADT shouldn't send out techs that do not have the necessary equipment and expertise. Do not go with ADT. Customer service - a failure. At last appt the tech assured me his manager would call me that afternoon today - as expected no call - a failure. Now on the phone AGAIN to get an acct mgr, still waiting (half-hour) (one hour) now the acct mgr. Install date set again. I'll have to see if ADT can finally get it done. Compensation for my time - a, whole 10 days of additional monitoring.

ROBBERY!!

ROBBERY!!! I have been trying to reach a representative for two days once I did the representative was very disrespectful. clearly this is an outsourced company. He could barely understand anything that I needed assistance with. In the middle of me talking he transferred me without even letting me know. I actually recorded the entire conversation, This is just the tip of the iceberg, ADT also took an unauthorized payment out of my account of 1000 leaving a family of three not even having money to eat!! and trying to get this resolved is almost impossible. The agents are rude !!! At this point if I cant get this resolved I will be contacting the news...

They Lost Another Loyal Customer

I've been a loyal customer of this company for well over a decade, paying nearly $60 a month for them to do essentially nothing since they've never had to call the police on my behalf. Recently, I was told that because my cellular system was 3G technology, I would need to upgrade my system for it to work properly. I suggested that they upgrade the system since it's not my fault their system has become obsolete. However, they said they couldn't do that and their best price to upgrade my system was $1600. Now, I've had a lot of problems with long hold times and their phone app is awful, requiring multi-factor sign-ins, yet they will send the code to my wife's email rather than to my own phone. (It seems like their app is incapable of recognizing you have more than one user for the system). I tried to turn off the multi-factor authentication, but apparently that's not an option. At any rate, I chose to have CPI (Trust Pilot 4.7 star) install another system for less money and lower monitoring fees. So just as soon as I cancelled with them, then they send me an offer to upgrade my system for free so long as I continued their monitoring. Seriously? It's a shame you have to call their bluff and cancel in order to get a fair deal. ADT might have been a good company at some point, but they've lost their way over the years. Very disappointing.

ADT worst customer service

I had a alarm system installed by ATD on Saturday and the technician did not install every item i was supposed to get and paid for. When I questioned him about it he said it was not on the PO and I would have to call and order it and reschedule an install. I immediately called and spoke to differetn people and they both stated the items were infact on the PO and that he should have installed them. I was told to call back today as the department i need to speak with was closed. I have been on the phone with ADT since 8 am placed on hold , transfered around from department to department and placed on hold again several more times that were longer than 90 minutes with nobody answering so I can get this problem resolved . I am now at the point i am going to have them come and remove thier equpiment so I dont have to deal with such horrible customer service. Almost 11 hours I have been trying to speak with someone in account managment. All i wanted at first was the rest of my equipmwnt installed like it was supposed to be in the first place!!! I am done with ADT and the lack of cuatomer support.

System nonfunctional--ADT never advised…

System nonfunctional--ADT never advised us. Lousy customer service

Nothing but trouble with ADT system and…

Nothing but trouble with ADT system and their customer service. Have had for almost 3 years and equipment doesn’t work. Have to unplug cameras once a week to receive footage. When camera does alert it’s 2-5 minutes later. Had people knock on my door and was able to carry on a conversation with them before I was even alerted they were there. Called customer service some smart ass said what that’s not fast enough. When we disarm it takes 1-2 minutes just to disarm. Look I want to know someone is getting in my house before they get in my house not after they have left. Plus you are completely disrespectful towards veterans. I stopped paying the bill so you will come get your useless equipment and I can go to Vivint.