Appalling customer service and lack of response

Our own experience with ADT echoes the views of most of the reviews here. We have been waiting for 3 days for a system fault to be resolved and made over 10 telephone calls to chase progress. We never receive the promised updated return phone calls and having waited in for 2 days for the engineer's visit, still have no confirmed time from ADT for the visit. The lack of response is appalling and the customer service department have no answers. It is not possible to speak with a manager or supervisor as apparently, they do not take telephone calls. The managing director's email address is available on request and we would suggest that as many people as possible register their complaints in order that maybe ADT can consider taking action and training their employees to a degree where they can actually perform some kind of customer service. We would never recommend this company as the aftercare is so poor. To be tied in to a monthly maintenance fee and receive such poor service is disgraceful.

3 year contract and if you cancel you…

3 year contract and if you cancel you pay 70% of the contract term. That’s $1500!!!!!! What on earth… 33 more months to go (because I JUST got it). Wow, just wow.

ADT Discriminates agains minority people

ADT the same national company that we know is a racist company that discriminate agains low income and underserve communities. In 2019 we paid over $20,000.00 to ADT for a fire alarm system, three years later our fire alarm system's paperwork with the NY Fire Department is not filed yet. We are a non for profit organization that offers FREE vocational training to at risk youths and low income people. We are located in East Harlem, NY. We know for sure that ADT has installed 100s of fire alarm system in 2020, 2021 and 2022. We bet you that all those system ADT installed are fully in compliance, because they are not in low income or underserve communities.

WORST CUSTOMER SERVICE EVER

This company very obviously makes it nearly impossible for customers to cancel their service. I have been trying to cancel my family's service for over a week now with absolutely no luck. I work 85-95 hours per week and have spent countless hours on the phone that has led nowhere! Had I known this would've happened, I never would've signed up for their services. You better believe I will warn everyone I can about their shady business practices, that if they sign up, they won't be able to cancel. I understand you don't like it when people cancel their service because it cuts into your bottom line but I assure you that what you're doing is guaranteeing that they never come back. My bill is due today and I need my service cancelled immediately.

If I could give ZERO start rating…

If I could give ZERO start rating that's what they deserve. Beware beware with ADT signing long term commitment with them, they want you too sign with them then your done if you have any issues with your system be prepared too pay extra for parts and expect a run around. They were excellent when I signed up with them 3 years ago system was new no issues then 3 months left on my contract remaining had many many issues and horrible customer service, My alarm keeps going off intermittently and they are aware of this for the last 2 months I was away on holidays and my system wasn't working at all I had too leave it disarmed and still had too pay for the alarm that wasn’t working for 2 months with no compensation so when I got back from holidays I called them too get everything resolved and received the biggest run around from them they didn't send a technician too my property too fix the issue they set up a virtual tour online so he called and said it was a window sensor so they sent one out had too wait one week for that, I had too install the sensor myself and reboot the system it seemed like everything was working fine then at 2:30am the alarm went off so I had too bipass that window sensor next day called adt again so they did things on there end plus they did a reboot again everything seemed fine the following morning at 2am alarm went off again so I was so frustrated with ADT I called them in the morning too cancel horrible customer service again no compantation for the 2 months it was down I told them too cancel everything I'm done with them so they still charged me for the following month cause of my contract they wouldn't just cancel when I asked plus I shouldn't have paid for the last 3months of my contract they called me back and offered me reduced rate with new contract I told them they have horrible customer service, I told her just too cancel everything never again I'll go thru ADT.

Absolutely useless service

Absolutely useless service - been promised an engineer every day for past 4 working days and no one attends. always an excuse, usually no engineer assigned or then when one is, later unassigned. Looking to get some other alarm companies in to quote.

Been with ADT 32+ years

Been with ADT 32 years. System died. 2 weeks to get a technician to tell us we need a new a new system. No follow up. System off for more than 3 weeks and ADT still charging me plus sent an email saying that my system was communicating properly with ADT. 2nd attempt via chat (2 hours of my life) and got an appointment which turned out to be a sales person. System still dead. Worst customer service ever.

Absolutely awful experience

Absolutely awful experience. It’s literally impossible to get a customer service representative on the phone. I’ve waited on hold for over and hour 4-5 times each just to be hung up on each time. Do they have 1 representative working? It’s infuriating and honestly should be illegal, because I’m paying for a service and they make it impossible to cancel. If you can’t talk to anyone you just keep paying and spending hours of your life on the phone. I have not had a sensor on my front door for over 6 months.. but you can’t get anyone on the phone!! So I’m done and call daily trying to get someone to cancel!!

Horrible customer service massively…

Horrible customer service massively overpriced never there when u need them would not recommend to ANYONE for ANY REASON

WORST COMPANY EVER.

If I could give no stars I would. WORST COMPANY EVER. DO NOT GET ADT. save your money and find a better security company. We have tried for the past YEARS to cancel our account and they ALWAYS hang up the phone on me because they won’t to cancel it. We are going to file a law suit against them to finally get them to cancel our account.

3 year contract, don’t do it - please

3 year contract Unique shaped one floor house Maybe 15 tech support calls and visits and they never could get it to work correctly. It would go off in middle of night, the panel in bedroom would light up at 2 am and stay lit some had to cover it with towel. We asked for refund but they hold firm to contract and don’t care if works or not. We even had a lawyer send a letter and they basically said if you want a refund you wo have to sue, not just a letter. Their business practices are close to unethical, their tech support is pitiful and I would never recommend. The only strong people there are sales.

ADT is a nightmare

A former landlord asked me to sign up with ADT, saying he would take over the contract when we moved out. Instead, he declared bankruptcy. I asked ADT to release me from the contract, and they refused, and threatened to send a collection agency after me. They market with fear, telling women they will be victimized and so their husbands will pay for the service. I literally HATE ADT and would like to see it go bankrupt.

Worst customer service I’ve…

Worst customer service I’ve experienced. Don’t even try to get someone to call back or answer calls to help you. Couldn’t even get a technician to help me stop the beeping due to low battery. Again no customer service

This company loves to give customers hoops to jump through

I moved from my house to an apartment and wanted to cancel my contract. The cancellation fee was outrageous, and they told me I could slowly pay down the balance by switching to ADT Blue. They shipped me the bare minimum equipment because I didn't want anything (it's still sitting uselessly in a box somewhere), and I paid it down for about a year. My credit card expired, so they hit me up for a missed payment and sent me a link that was already expired when I went to go pay it. So, of course, instead of being able to request another link via email or their website, I was supposed to call them. I tried to set up an account online to pay it, no result there either. No, I HAVE to call them. Of course, calling them means waiting on the phone for an hour. Something I'm loath to do when I have work to do. Whatever, I make the call and ask if they can roll my outstanding payment into a cancellation fee. No, that would be too easy. I have to call back and get a new payment link and then wait a couple of days to call again to the cancellation department and get sent a DIFFERENT link. The number of hoops to jump through to do anything is ridiculous. I truly hope this company goes out of business.

Is there a “NO STAR” choice!!??

Is there a “NO STAR” choice. I am in the midst of a 7-hour, 2-day marathon of trying to handle business with ADT. This is utterly RIDICULOUS!!!! How can a prominent CUSTOMER SERVICE company have such horrible customer service??? I’ve been on hold for more than an hour 4 times, passed from department to department, and hung up on numerous times. THIS EXPERIENCE IS HORRIBLE. NEXT TIME I’ll choose VIVINT.

Worst experience since day one

Worst experience since day one. Never called or showed up to our appointment. Switch and Baited us big time. Installation guy admitted he sold our equipment they we were supposed to be promised and price that was given. We were charged 4 times the amount we were given on the phone when we talked to the sales guy. Installation guy told us one of the pieces of equipment was only $18. He lied come to find out he charged us $200. He had us sign contract after contract. And when I questioned him about the contract he told us that unless I signed the contract he could not do his work. She was basically putting a gun to her head in order for our services to be installed. Our bill was a total of $1500 for installation services. ADT is a total rip off and Scam. Now we are stuck with a five year contract. DO NOT call this company. We should’ve read the reviews before calling this company. Some of the reviews were exactly what had happened to us. Being told one price then being charged way more at the end of a horrible experience. We can’t wait till this contract is over. It’s going to be a long frustrating 5 years. I can not stress enough how horrible this company is. Customer service will not help us in any way. Shame on you ADT. You should be put out of business.

Long time customer getting screwed

Got a robotic reply to my review of course. I have been with adt for 15 years for my homes and businesses. They give absolutely no consideration for the fact that you stay with adt at each address and purchase equipment at each and instead charge an accelerated fee to pay for services you dont receive. No modern companies pull this anymore as it seems like old school gym memberships, etc. and of course all those companies are out of business for taking the quick buck and not the long term customer. I will tell everyone I know never to engage with adt and choose competitors instead and of course I will never ever use adt for new services in the future. I've been an adt customer for probably 15 years. The last couple years have been a nightmare and I've spent thousands trying to pay off contracts that they force you to sign and when you agree to sign for a new address they force you to sign for that to receive any chance of a credit for the accelerated contract fees which they wont waive. I've had calls, texts, etc. and everytime its a nightmare to try and explain to the phone clerks and no one in management is willing to look at all the money I've spent over the years for my home and business and make a sensible decision about my current services. They are the slimiest organization I've ever dealt with for my home or business, no doubt. They dont value long term loyal customers.

No Customer Service!

I called to get another sensor for my door. I was on-hold for over 45 minutes. Finally talked to someone and another someone and got to setting a tech to come over to set up the sensor. Waiting to set appointment and got cut off. The rep didn’t call back. I called back and went on hold again. The not so smart lady said that she would connect me immediately and still on hold after 30 minutes again. Wow! They are quick to take your money but very slow to respond. Don’t blame it on COVID. No customer service.

I cancelled my alarm monitoring service…

I cancelled my alarm monitoring service in October 2022 but was billed for November 2022 because their policy is to continue billing for an additional 30 days, basically stealing from people. And BTW ADT just because this is a written company policy DOESN"T make it right, it's a policy that takes advantage of people littering forcing them to pay for an extra month.

Their phone system is terrible

Their phone system is terrible, impossible to contact. Took 4 days to actually speak with someone to cancel our account. The one time we needed them---they were useless. DO NOT TAKE THIS SERVICE!!

Unreliable and unresponsive

I have been given 6 appointments to have my annual alarm serviced. No show on any of the appointments neither a phone call back when I have rang to say they have not shown up. I have paid the £130 up front. My alarm keeps going off intermittently and they are aware of this. A promise they would be here today first thing in the morning. It is now late afternoon and still no call back by the engineer or an engineer to service the alarm.

Whenever I am given bad customer…

(Update: Of course ADT ask you to email them like they are going to help you. No worries, my contract is over in 2025. As SOON AS MY contract ends, I'm definitely going to remember the unpleasant service I received November 2022 and I am ending my contract with ADT. THEY ARE SO FULL OF IT. Monica waived the fee, a fee I wasn't supposed to get charged anyway for a technician. The way these years are flying by, 2025 will be here before you know it. Hopefully I can find a company to buy me out of ADT before then) Whenever I am given bad customer service, which I have received from at least four ADT representatives, I leave a review. Today, I would like to leave a review for two representatives for exceptional customer service. Those two people are Monica, the representative who I spoke with Monday. I explained everything to her and she was very helpful and understanding. She listened to my concerns and all that I have experienced within the last few weeks with ADT. She waived the fee for the tech as a courtesy, which I wasn't supposed to get charged for in the beginning. She kept her word. I tech was supposed to come last Saturday of course ADT dropped the ball. The worst part about it, two representatives assured me a technical would be ro my house last Saturday and when u called and ordered wasn't put in and no one called me. Fast forward today, Michael called to let me know he was in route. He was very professional when he arrived and prepared my doorbell camera, he checked my internet speed and showed me where my inside doorbell was located and he also let me know, I need to get someone over to look at it, that's the reason I can't hear the doorbell in the house. ADT needs more caring people like Monica and Michael in their company. I work in customer service myself and the previous customer service I received would have NEVER been acceptable where I work. Even through going through all over this and been with ADT 13 years, I wasn't even offered anything off my bill, even though I was without a camera for almost a month. I did my part, but again those representatives I dealt with previously, makes the company looks bad.

Do NOT go with ADT

Do NOT go with ADT! The worst organization I have ever dealt with. The sales rep Kathy and her manager actually utilize deceptive practices and lie to get business. The company itself has not fixed the issue with them. I have never regretted doing business with a company more in my life. I promise you that you will be stuck in a nightmare if you choose this horrible company. I have PROOF of the deceptive practices and ADT does not seem to care. They just want to hold you to the contract. As big as they are-this will eventually catch up with them. There are too many competitors out there at a lower price point, better technology and substantially better service (although the bar is incredibly low with ADT). RUN to any other alarm company!

Mrs Stilwell In Winter Park FL

Hi My name is Donna! I was so un happy with the cheap China Amazon looking bought product that I had to Install myself & doesn’t work good from ADt that I returned and have Proof of my return ticket yet they still haven’t refunded my Chase bank as of this date. I guess this rip off Company makes $ in sending junk in hopes people either stay stuck in a contract paying for junk service or return it and they get to keep your deposit/down payment for sending there crap back! They are such rip offs. Keep ripping off poor people scum bags! 😡

ADT = Rip off!!

ADT = Rip off!!! Install your own security system. I put it in my home. Had to move. Couldn’t transfer my system so I get to pay $90+ a month to enjoy ADT in a home I don’t live in. I can put it in my new home for the same cost! Don’t waste your money. Every time that auto payment comes out I want to scream.