Poor customer service

Poor customer service. My service has been offline for over a week and the smart people that ADT employs can’t even speak fluent English. I asked the person to put the service back online because we had internet issues and he tells me that a technician has to come out to do that.

RUN AWAY FROM THIS COMPANY!

RUN! THE WORST COMPANY EVER! Bait and switch. Illegal billing practices. Customer service people know less than nothing. Tech support knows even less. Installers are probably picked up at the corner as day laborers who are completely useless. Guy couldn't even find the dvr, and he said where are the cameras? Cable guy changed wifi password, now ADT tech saying 4 hour job to take down everything and reinstall new cameras. PROPERTY BROTHER SHOULD BE ASHAMED OF THEMSELVES FOR GETTING PAID BLOOD MONEY!

They are thieves.

My service went down and stayed down for 40 days before someone came to restore it. He fixed it for 36 hours before service went down again. I spent (not exaggerating) 8 hours on hold over 2 weeks trying to get the account credit for down time. They gave that to me but then charged me in the same amount for the service appointment that failed to fix my system. I then went to cancel and was forced to pay another month before they would actually cancel my service -- service which has not actually functioned in nearly 2 months. It is theft. Don't use them. Unbelievably bad service.

Worst experience ever

Worst experience ever! Been a loyal customer for years, moved and called to cancel at time of move. My family was planning on getting the service again after we close on our next house. Was told at time of move that I needed 30 days notice so I agreed. For the full 30 days after I was able to see through the app whenever the new owners opened or closed ANY windows or doors in the house which seems like quite an invasion of privacy and have no clue how it’s even legal for me to see that information. 30 days later still getting charged. Waited another month and got charged again. I called and get passed around to various people to cancel. I finally get someone that says he can put in for a 30 day cancellation again. I am beyond frustrated, but stay calm the whole time when he’s going through cancelling the account. I ask for an email confirmation and he said that he can get that out in 2-4 hours. So, then I ask how to get in touch with him again if I don’t see an email and ask for an employee number, he says he doesn’t have one then I ask his name. He reluctantly says Wil so I ask for his last name and he says he can not give that out. I have ZERO faith that it has actually been cancelled this time around. I’m glad it’s on an American Express so that I can do a charge back and block this merchant so that I don’t have to deal with this nightmare any longer.

My fire alarm has been going off for a…

My fire alarm has been going off for a month. I finally had someone here to fix it this morning, they left assuring me they had, and it proceeded to go off for several minutes and wouldn't allow me to disable it. I am a single working parent so I've now lost income over this, spent hours combined waiting on hold, missed children's events, cleaned up loads of puppy pee due to a panicky puppy, and had a visit from the fire dept. What was supposed to bring me peace of mind has totally disrupted my life. Apparently no one can disable my system for me remotely so I'm having my handyman do it, and because of predatory contract terms I'll be stuck with the remainder of the contract and paying more than I can afford for a service I can't use. The worst. ***In response to ADT's response below. I lost a few hundred dollars worth of income yesterday so I could sit at home and wait for a technician who did not fix the problem. I spent $166 dollars for that visit, to have the batters changed on my devices. Do you recommend that I call customer service and spend another hour on hold to get an appointment a few weeks from now for someone to come out again to fix the sensor, which will mean taking another half day off from work and spending another $500 for something that in my opinion should be covered, since it's your equipment that is in disrepair, and I'm paying $70/month for your service and equipment. What a racket.

THIS COMPANY IS A FRAUD

THIS COMPANY IS A FRAUD. I WAS TOLD, BY THEIR RELOCATION DEPARTMENT, WHEN I SET UP NEW SERVICE AT OUR NEW HOME, OUR OLD CONTRACT WILL BE CANCELLED INCLUDING THE PAYMENTS FOR THE EQUIPMENT LEFT AT THE OLD HOUSE. I GUESS THAT IS NOT TRUE, STILL BEING CHARGED FOR SERVICE AT THE OLD HOUSE AND FOR THE EQUIPMENT. I CALLED FOR HELP - FORGET IT. THESE FOLKS ARE MORONS. I LOST COUNT AS TO HOW MANY TIMES I WAS TRANSFERRED AND/OR DISCONNECTED. I SPENT OVER 3 HOURS EITHER ON HOLD OR SPEAKING WITH "FRIENDLY" CUSTOMER SERVICE FOLKS. I WAS DISCONNECTED AT LEAST 6 TIMES. DO YOU THINK ANYONE CALLED ME BACK? NO WAY! THEY HAD MY ACCOUNT RIGHT IN FRONT OF THEM...THEY COULD HAVE CALLED ME BACK. I ASK TO SPEAK WITH A MANAGER MULTIPLE TIMES AND WAS DENIED/IGNORED. WHAT A JOKE OF A COMPANY - THE LEADERSHIP OF THIS COMPANY SHOULD BE FIRED FOR ALLOWING THEIR STAFF TO TREAT CUSTOMERS LIKE THIS! THE FEES I PAY - WE ALL PAY - PAY YOUR SALARY. YOU WORK FOR US, YOUR CUSTOMERS! I STILL DO NOT HAVE A RESOLUTION...NOTHING...JUST CHARGES. I do not accept this response from ADT - that is not what I was told by the relocation department when I first spoke to them back in September. No one seems to know what they are talking about at this company. At the very least, I would expect a phone call from ADT to assist with this "issue". Who has time to wait on hold for HOURS to maybe receive help?

Horrible

Horrible. DO NOT USE ADT YOU WILL REGRET IT. Telephone customer service is completely incompetent and the wait times are 60 minutes or more. Have spent a total of 3 hours and still unable to speak to someone who can assist. THERE ARE SUPERIOR SECURITY COMPANIES OUT THERE.

RUN!! Locked Contracts w/NO way out!!!

RUN!!! They lock you into contracts with no out clause even if your financial situation changes or you determine it is no longer needed. Equipment doesn't work properly. When I finally called to cancel, I was put on hold for over 40 mins because I HAD to speak to someone. When I called back to try to get faster service and asked to speak to SALES/New customer dept., they picked up in 2 mins, 32 secs. And then shoved me off to Acct Services to wait for over 40 mins again. I finally hung up. This is NOT WORTH THE HASTLE... stick with in-home DIY instead!

Miss communication false charges

I have had ADT for 4 years now. I recently switched internet and my cameras would not connect. It's been a month now and they are still not connecting, and I was told by one representative that there would be no cost to have a technician out, I was told by another technician that the cost is $125 hourly and then another person told me that the cost was $55 for first half hour. This company does not resolve their issues with their long standing customers. Currently on hold for over 15 min waiting to speak to a manager because my virtual technician couldn't figure this out.

They are rude, after you get the service.

The guy that came to our door made seem like they were gonna do the best to protect our home, once we got the service they make you wait 2 hours and 100% rude and 0% willing to help and we are very patience but they take you to the limits and don’t care about your safety.

The worst BS install and non…

The worst BS install and non information regarding Google devices. I plan on canceling less than 30 days in. Absolutely horrible, I had to help with the f@*king install because the child of a tech had no clue what he was doing! Beyond disappointed, completely unsatisfied.

Booked weeks ago

Booked weeks ago. Waited & no show! Not even advised engineer wasn’t coming. Same treatment last year. They don’t value their customers. Tried calling customer complaints just get redirected. Have been a loyal customer but Won’t be renewing. Nightmare

ADT is absolute garbage

ADT is absolute garbage. Poor technology... bad (horrible) service... and systems that failproven. No - not failproof... failproven; guaranteed to fail. Local manager said his primary responsibility was sales and he knew "next to nothing" about system repair. Our system crashed (again!) the night before we left for a 11day vacation; the person we spoke with said, "Good thing (we) live in a good neighborhood." What's a bad neighborhood? One protected by ADT.

Would give 0 stars.

Would give 0 stars, worst customer service I have EVER witnessed. Was on vacation and their sensor fell off the door and caused my alarm to go off. I had to pay a fine for police coming out because the alarm always messed up without anyone at the house. I called ADT to get it fixed, was on hold for an hour before the person picked up the phone and then hung up. I called back again and had ADT call me back for help and an hour later finally got a call back. I answered then waited another 20 minutes, got a hold of someone and (I selected tech support and broken sensor ) they said I have the wrong number, then they transferred me to another 2 hour wait to which the call dropped. I used their app to contact someone as I am being charged even with the service not working, they told me it would be 60 dollars for someone to come out then additional fees depending on what is wrong. I told them I am not paying and to cancel everything, I was then told I can only cancel Mon-Fri from 8AM to 10AM (Which is a joke, that I would actually get a person in 2 hours). Like, that's a joke right? I am about to report them to my bank for fraud contact the BBB and rip all their crap out of my house. This is absolutely absurd.

I have been with ADT for over 10 years- DO NOT USE ADT

I have been with ADT for over 10 years. I am now going with another security provider. I atempted to call 3x and conducted 4 chats with live agents. When I tell them I am trying to cancel service, calls were either abandoned or disconnected. Hold time was over 1.5 hours, first call, 48 min 2nd call and now over 30 mins on 3rd attempt. I would have given them zero stars if this were possible. My next call with be to BBB. This is not how you treat customers. Avoid ADT at all costs

Tried to cancel my account and the…

Tried to cancel my account and the services 3 times after my contract was up they still kept billing me for 3 months and then sent it to collections now I get multiple calls a day over something that should have been dealt with, with the fist time I called

Customer service in the Wellington…

Customer service in the Wellington Florida area is very bad, can’t get anyone on the phone, once you get someone they schedule you at least a week from that day, then they show up totally unprepared so they schedule you for another appointment a week from that day, so it’s a security system that does not work well and you end up with no service for at least a month when you cancel they charge you an obscene amount adding about a year worth of their bad service.. I recommend you look for different companies as they are lots of them and more reliable.

This is a business built on fraud and…

This is a business built on fraud and lies, they make you get into a contract deceptively, you cannot cancel as you cannot get intouch with an agent who will cancel you. They are only still in the market through seceipt and avoidance. Would not recommwnd fraudsters to monitor anyones home, stay away from them

I have a low battery signal on my panel…

I have a low battery signal on my panel and it’s beeping every two minutes. I just called ADT and the robot said two hour wait. I went to the web and saw a chat with ADT which I did. The guys name was Derick I told him I’ve had a low battery before and I know it’s a two minute fix. I asked him to call me and put my system on hold to walk me through it and he said he can’t call me. Who don’t have a phone?I’ve only been with ADT 22 years and this is unacceptable. A two minute fix and got nowhere. I’m so unhappy with the BS I just went through. Tomorrow is going to get interesting. 👎

Worst company ever!!!! Run the other direction

My camera hasn't worked since being set up. I call and am told settings are wrong. Then my system started randomly arming or turning off when we are not home. All the sensors keep falling off. I was calling weekly waiting on hold upwards of 2 plus hours to be transferred to a tech waiting another hour to be hung up on. So called customer service and said I wasn't paying for service that doesn't work. Months later told until I pay back amount they won't fix my system. Stay fa far away for a company that charges to much for non working equipment and service.

ADT is not compatible with iphone IOS

ADT is not compatible with iphone IOS. Unable to obtain verification codes when asked when signing in. Telephone service absolutely worthless. Able to resolve one problem with my iphone by uninstalling ADT pulse app and using Google Chrome to sign in yet unable to sign in when using Windows 11. Would not recommend ADT.

I would give zero stars if possible

I would give zero stars if possible. The customer service lines are woefully understaffed. Wait tines are 30 minutes or more. The techs I have been assigned are all off shore and completely incomprehensible. Their English is uniformly poor with very, very heavy accents. There is no option to speak with an English speaker, and I was charged $59for a tech to come to my home to resolve the issue.

I have been with ADT for 2 months now…

I have been with ADT for 2 months now and they are the worst customer service. My alarm has a low battery after one month of service. I was asked to reboot the system and it stopped for a month. Now the 2nd month and I have the same problem. After on hold for 49 mins. Customer service finally answers and have to transfer me after I selected technical support. What a waste of time. I’m so angry and annoyed hearing my alarm beep constantly. I do not recommend them to anyone.

Billing

you have to be careful, when you change banking information for automatic billing. Even after chaning new banking information, it takes money from both account. Be ware, keep montoring old or previously used credit card otherwise you end up paying two payments for each month.

Signs of a company is serious trouble

Worst service of any company I deal with Hopeless at answering the phone - average for me 38minutes Engineer booked and failed to turn up on more than one occasion Alarm got off in the night with no reason System constantly down leaving the home without security Will be asking them to fix or remove After 20 years with them - enough is enough