HORRIBLE-DO NOT USE THEM

HORRIBLE-DO NOT USE THEM. I canceled their service for my current employer as soon as I found out that previous managers had no idea this company was basically stealing from them. 14 years! 14 years they over charged for their service and would not help get a lower rate when requested. New accounts get "promo or starting rates" but they apperantly care nothing about loyal customers. The account was closed 8/16/22 but they WILL charge your card for another month (since thats how their system works. Fast forward to 10/21/22, company is still being billed (without card holders permisison, since the card was removed from recurring payments) AND the request to cancel "was never made" Ridiculous! All this withoutgoing into detial on the lack of training or accoutability for their representatives who ultimately are just there for a paycheck.

Horrible customer service

Horrible customer service. I called to cancel my service. Heads up......they will repeatedly place u on hold, tranfer u to someone else, try to sale u a different package, even hang up on u. I eventually hung up after being placed on hold again. I called my credit card company and cancelled the auto payment. ADT customer service is pathetic, esp. Cordell. Never again.

Don’t use ADT

ADT is company that is all about the money. They charge you for things you do not have then fight with you when you catch them. The techs scroll through the agreement on a phone. Don’t use them they are very bad. I was on hold for 90 minutes spoke to two reps and you should have my info. Check the work from yesterday in Toms River

2 hour wait for customer service call back. Really???

Customer service took over 2 hours to call me back and then said they couldn't help me. I'm cancelling my service at the first moment. They won't get anymore money from me. 7 years of using them. They used to be a good company but like most others they have gone down hill fast.

They have grown too big and are no longer able to provide timely customer service

They have grown too big and are not able to handle the volume of calls they receive regarding problems with the system. I tried contacting them for three days, finally I was told t they if I leave my number someone will get back to me. The call back came and I am still holding. Interestingly, they are very gracious and attentive when you are purchasing and you can immediately reach someone, but after that, you are on your own. Call waiting times over the past few day 150 minutes 210 minutes with no call back option! Complaining about faulty equipment...three options, fix it yourself, we will send you a kit, or they will send a repair person for approximately $60.00. When you finally do reach a representative, the people you speak with are great! Its the company and not the workers that are the problem!

Billion dollars scam

Billion dollars scam . Alarm has not been working for months , they do not call you or send anyone, it means they are not monitoring . Call them and you will be on hold for 100 of minutes . For cancelation reserve a day as they will transfer you to 20 departments and each will place you on hold for 100 minutes.

Worst customer service ever!!

Worst customer service ever!!! Hold times 1 1/2 hours or longer with no results to fix a faulty sensor that has been broke since installed. Keep getting the run around with no results. They also told me they have no techs to visit the home for it is all done by phone. Update: It is 11/03/22 and the problem still has not been resolved! They did prove it is a bad sensor since Installation in June but nobody has called to help resolve the matter! I have even contacted home office and the lady that reached out to me vis this post and she will not return my calls. This is the worst company I have ever dealt with

If I could give 0 stars

If I could give 0 stars, I would. Tried to get through to Customer Loyalty (I was on phone 5 times from 1-6:30 PM on Oct. 19, 2022) and each time I get to someone after being on hold for hours they put me on hold again and disconnect me then I start all over and same thing happened after being on hold for an hour. On October 11, 2022 I was talked into up grading my system which I initially was told would be $109.00 plus the monthly monitoring would be $66.40. then when they arrived on October 13 to install the upgraded system I was made to sign another contract for $544.93 and told monitoring was $60.41. then I was directed to download the new monitoring app and discovered the now app and upgrade (I formerly had a pulse system) is not compatable with my DVR and Camera System. To get that to work I would need to upgrade my DVR system which would be another $600. None of this was explained to me before all of this was started. I spoke to the one Tech I know and he told me to talk with Customer Loyalty which I can not get through to. I am very disgusted. The reps I did get through to did not even try to call me back after being disconnected and they have my phone number! Ive been with ADT almost 10 years and it was one of your techs who is a friend that talked me into going with ADT in the first place. All I want is for the charges to get straightened out and my outdoor video cameras and recorder to once again work with the APP! I initially placed this review and got a response from Timothy L. ADT Presidential Executive Response & Resolution& Social Media Specialist. He told me my up grade was actually $1090. and was discounted to $618.69. He also told be to contact The TIER 3 CCTV team is specialized in CCTV and DVR networks who will be able to help me with an app to view the cameras. I contacted this division and after being on hold for an hour , spoke to Dave who told me there are no apps for my dvr system and that it only worked with pulse and there was no way to activate pulse again. He then transferred me to customer service again as I requested to have this system removed and cancel all service and was on hold again for 45 minutes and was told I can not cancel as I was beyond the period (3days) I could cancel and I would have to pay the balance of the contract to cancel. Note that this issue has been going on since October 13, when I signed the contract!!! I am disgusted with ADT. I am stuck with them now for next 3 years. I am not paying them another penny after that. DO NOT USE THIS COMPANY FOR SECURITY!!!!!!!!!! They are a scam and will rope you into a contract you have no choice in. Very Poor customer service!!!!!

No call back for problems with my system

Unacceptable response to all calls except for sales. I left two messages. One yesterday and one today. The automated message told me that wait time was in excess of 45 minutes. But, rather than waiting, I could get a call back. I followed the instructions for a call back. In both instances, I waited more that 2 hours and never got a call back from ADT

Bad service and devolving customer response...

I've been a ADT customer for over a decade. But in the last two years, their services have become atrocious. Can't even manage a good phone system. Been on hold for over 30 minutes -- they can't adopt a system that has them call you back when it's your turn - AS OTHER COMPANIES ALREADY DO? When you're finally through to a human, their systems don't reflect the conversation had with the customer. They don't even call you back when you're disconnected. You have to call back, and hold for another 30 minutes! You're better off with another company that is responsive, and not only when you call to report issues with their system. I finally was connected to a human, and arranged for a technician to fix the problem with THEIR system. Of course they don't tell you that they'll charge you for the privilege of FIXING their BROKEN system. I've now been on the line for 65 minutes, with two different ADT reps (the first hung up when supposedly attempting to provide me the credit I was promised for the system that hadn't worked for months). Cancelling immediately. Not worth the aggravation.

Unacceptable Level of Service

We have a Maintenance contract with ADT for our door entry system, for the past 15 years, which by in large has worked quite reliably, and so have not really had top count on their services for any repairs. However we have recently developed a fault that has made the use of the door entry system so that it is unreliable in using the Key Fob to obtain entry, which is of concern as is could in effect lock us out of the building. We had reported this fault to ADT on the 17th of October, as well as advising of the problem that is associated with it. ADT have registered fault and since then have not taken any action to resolve eth fault, which we have a Maintenance contract, where they have been gladly accepting the monies for the past 15 years. As a business it is crucial for us to ensure our security which the door entry system is a large part of and hence we have happily paid for the Maintenance contract as we cannot afford for the security system not to be working. As yet on eth 20th of October ADT can not provide a date for when they will consider to send an Engineer to resolve the issue, whilst they Customer Support team is absolutely no help as all they can advise that they are looking into the matter, and will allocate a engineer when available. If that was advised to me 15 years ago I would not have taken out a Maintenance contract, as based on their Contract charges I could have bought 5 brand new door systems for the amount I paid in Maintenance cost. Whilst I would also have the independence to call out third party engineers to resolve the issue. Which financially would seems to be a better judgement as the issue would be resolved much more quickly, and even though the 3rd Party engineer would charge a higher premium, it would still be a major saving as the system as the system is quite reliable. Based on this experience I can also advise that ADT level of customer service is totally unacceptable, as from this experience it seems clear to me that as a Company they have no concern for their level of customer service, As it is impossible for you to speak directly to any individual who has any authority or knowledge to give you a clear answer. Whilst on the website they have a Customer Complaints telephone number which I did call, only to be advised that they have no customer complaints team.

You can’t cancel once you have service

You can’t cancel once you have service. We don’t even have a contract. I’ve been a customer for over 25 years. Decided to go with Simply Safe to save $ on monitoring. OMG ADT requires you to call to cancel. Can’t do it online. On hold over 30 minutes, no answer. Had to hang up. Called again took 30 minutes again and finally got an answer. Then was transferred. Told the person on the other line I wanted to cancel. She said ok and hung up. Still not canceled. Can’t cancel our automatic pay. What a horrible way to treat a longtime customer. They used to be wonderful but not anymore. Just horrible customer service. Shameful. If I’m not happy with SimpliSafe I would not go back to ADT because of their behavior.

ADT Are You There?

We called ADT this morning and were put on hold-told us it would be 111 minutes. We tried again and they said 122 minutes wait time so we left a call back number. It was promised in about 2 hours. That was 9 hours ago. And we are still waiting. I'm fed up. SimpliSafe here we come!

Horrible

Horrible. Could not understand any of the 6 representatives I spoke with during a 2 hour conversation.

ADT says it won't book a service…

ADT says it won't book a service appointment for someone to come out and change batteries. WOW! I'm 70 years old and disabled. I can not climb a ladder to change them myself. Thanks for "caring" about your customers ADT! Has anyone else noticed the similarities between EVERY response from this company? The Autobots must get paid well. I'm thinking in BitCoins?

I moved to ADT about 5 months ago and…

I moved to ADT about 5 months ago and paid $3,500 up front for the equipment. One piece of equipment was supposed to be a Google doorbell camera. They installed an ADT one instead. After 6 months and a half dozen calls later they finally agreed to fix it. That was supposed to be 12-4 today. At 3:45 I get a call wanting to reschedule for 3 weeks out. I am now paying $1,100 to cancel my service. So I will have paid over $4,600 out of pocket for something that never fully worked. I should have never left Vivent!

20 year customer can not get simple service

I have been with ADT for 20 years or so and the decline is unbearable. When i moved, i got a call asking if I wanted to take the system with me. There was a system from a small company in place . I agreed so far so good. They put in a new ADT panel, but did not change the window sensors since they are compatible. Except that these are old sensors. the sensors go off for some reason, battery or whatever in the middle of the morning, so there is an ear piercing beep . This has happened 6 times in a year. Its usually at 2 or 3 am. Last one was at 6 am, i got home from work at 2am so i was asleep. Now for the support, there is none. same old same old change the battery, push the reset button on sensor, reset the panel. You think it would be ok but this AM at 0600 i was not a happy customer when it went off. The panel shows all the batteries are good- i changed alot. out of 12 different size windows, 4 are new sensors since they kept going off. All I am asking for is to replace some crummy sensors. To get this done is pretty impossible. Call center wait time is real long 65 to 109 minutes. You get sent to the Philippine's. Nothing personal, great people , but they are reading off a script or google. Today I called, over 100 minutes wait time so i did a live chat. All they can offer is someone at a level 2 support will call me tomorrow 10/20. In reality a tech needs to come out here and problem solved just replace 6 window sensors. it did not used to be this way. It was service first. You spoke to someone in the states. Not anymore. I dont want to cancel, but I just can not get some simple service . Wait time way too long. No U.S. based solutions.

Extensive waits for customer service

Extensive waits for customer service. Called customer service and informed the wait was less than 5 minutes. Around 5 minutes later a rep answered. A bit hard to understand given the accent however she transferred me to trouble shooting where the wait was announced to be 111 minutes. The option to hold my place in line with a call back was offered. I selected that and will now be waiting almost 2 hours for a return call.

I truly am surprised that this company…

I truly am surprised that this company is still in business. I've had ADT on two homes now and I shouldn't have gone with the second home after my experience with the first home. My advice go with somebody else anybody else has got to be better than ADT. Even when the technician called for help he was put on hold for over 20 minutes. It is now 3:15 p.m. and I have been back and forth with them since 11:20 I know this sounds like an exaggeration but it's true.

Yall put us under new contract with…

Yall put us under new contract with not no it when yall updated the alarm system an then when we sold the house it was all most a 1000 dollars to disconnect the service not good people to go to just letting know out there this is after 10 years are better with them.will OK this is how it they call and call and call and call until update your system and when you do they will put you under a new contract for two more years and if you sale your house with ADT service they will charge you a 1000$ to cut it off.and you have to give a mouth notice so they can get some more money 💰oh they told us if we don't updated it would not work no more.ups still talking money out off bank telling you all go with some one else

Terrible Customer Support and Shady…

Terrible Customer Support and Shady Business Practices I bought my house and was called to try out ADT services for 3 days or continue billing. I tried it and the 2nd night there was an issue with my smart panel that I could not resolve through customer care. They told me I had to go through my vendor who is not a 24 hour concierge service. This was a deal breaker for me and I chose to cancel the next day. After speaking to my vendor I was told that my services would be canceled and equipment picked up. They came and got there stuff off course; a week later I was charged for a full month of service. Naturally, I called my vendor and told them what was happening. They indicated I had to call ADT directly as everything was processed on the vendor side. I called ADT. Extremely long wait times with this company by the way. I have worked in call center management and there is no way a security company should have the kinds of wait times that ADT does. They do not give a damn about your security or your business. Anyways, I finally got to speak with someone and was transferred multiple times before being told the department that processes cancelations shoes not work weekends. Fine. I call back Monday. Same wait same transfer run around. Finally speak with someone and get services canceled and that i will be refunded within 14 days. Great!!! Right?!?! 3 weeks later I'm charged for a month of service again! I call ADT back. On a weekday of course. Long hold times and run around. Finally spoke with someone that confirms that the service was not canceled and that there had been an issue previously with the process. Not a system issue. A people issue. The rep reassures me that she has processed cancellation and that I would be refunded in full within 7 days and gave me a confirmation number. That was a month ago today. Fortunately, haven't been charged again but I got an email that stated ADT charged me zero dollars this billing cycle. What?!?! I am calling tomorrow to hopefully end this unprofessional and ludicrous experience permanently. Do not trust ADT or their Vendors. If you do, don't expect great customer care.

Over 4 hours on the phone with no results

I called ADT today to get them to set my installer code, dealer code, and master code back to the defaults. I got the automated system, got put on hold and had the option to push 1 for a call back in 67 min. Over 2 hours later I got a call back and got put on hold for another 27 minutes. Once someone picked up and could not help me I asked for a supervisor and was told that I could get a call back within the next 48 hours if I had to talk to a supervisor but could not be transferred to one. I was transferred to someone else and then someone else and transferred again. I finally got someone who was trying to help me but I could not hear her well. She told me she was going to try and adjust her headset. While doing this she hung up on me. After the call back I was on the phone for 2 hours 14 min and 10 seconds. Since the last lady had not asked for my phone number I got no call back from her. This process started before noon and I was hung up on after 4pm and had to go to work so my issue is STILL not resolved. Please don't waste your hard earned money on this company.

Same as everyone else -- This Company is Garbage

Same as everyone else. I have not lived in the house for 12 hours, ADT gives me the same excuse about 30 days to turn off service -- come on. Well, it's past the date and no cancellation. I've called, texted (saved transcripts), etc. I'm sending a call to action to ADT's email they've handed out like candy on this page. If the service is not cut off by end of week, I'm letting my attorney take over and file for fees and any additional charges from ADT in small claims as well as sending a cease and desist letter. With the hours I've wasted, I'll save money by just sending it over to my attorney on retainer. This company is awful.

Very poor customer service

Very poor customer service, I canceled my service 4 months ago and they still charging my account . I spoke to customer service 7 times to resolve this issue. Issues not resolved . Can someone from ADT help resolve this issue?

We can’t even get a letter stating our…

We can’t even get a letter stating our fire alarm system in a commercial building is code compliment for the fire department. We have had Protection one/ADT for years and they can’t provide the document. They either don’t trust the system is code compliant or they don’t. Can’t help am existing customer because they have no clue how to. They have no interest in helping current customers. All they say is contact us so we can help and you end up in an endless phone circle of nobody can help or they will call you back and I’d coarse no one ever does.