Poor customer service, contracts

Poor customer service, long phone wait times- up to 60 minutes. I tried to transfer service to the ADT Blue system after moving, which would eliminate the contract termination fee, but I still was charged. I tried to call and dispute it, asked to speak to a manager and was told no. Avoid this company for your security services. I filed a grievance with the BBB and haven’t heard anything back from there, either. UPDATE: ADT reached out to me and reconciled the issue after I posted this review.

ADT HAS GONE TO CRAP!

ADT HAS GONE TO CRAP! They put my screen in the garage. If alarm goes off, they DONT CALL, u CANT get customer service on the phone EVA! I PUT A BAR ON THE DOOR BECAUSE I DONT THINK ITS EVEN WORKING. They use 3 rd party's so u have to pay $1,000 to get out of a contract 👎

This company sucks I don't recommend it…

This company sucks I don't recommend it at all they are lies they say that you move and everything is free lying extends the contract they just took money from my account without my permission and left me with back debts i never gave permission for them to take so much money from my account. Son una mierda !!!

Customer service is horrible!

Customer service is horrible!! If you don't have issues that require assistance fine. But if you need someone to help you they are horrible. Their Voice over IP sounds muffled, impossible to understand and people are trained to do very specific tasks so they start transferring you from one department to the other. They just do cold transfers. They are literal scammers. They give you wrong information every time. Every employee seems to be trained by a different person. It is literally the worst customer service in the world.

ADT sucks

ADT sucks! I was supposed to have my CCTV cameras swapped out and a doorbell added. The tech only got the order for the doorbell. I have called to get the cameras and nobody has called me back. I disputed the installation charge and blocked ADT from billing me further. Currently looking for a new home security company.

Horrible service from ADT

ADT still have NOT resolved this issue. Horrible service from ADT, I'm been patient for a long with the company but, my patience has ran out, this company constantly bills me incorrectly, with overcharging and adding late fees each month even though I have autopay setup. The Customer service is terrible, I've been on-hold half of this afternoon trying to cancel my services to no avail. Stay on-hold for hours at a time, and when someone comes to the phone, then they hang-up. Even tried to the on-line chat support to no avail. I just want to end this contract and move on with another home security company that values their Customers, as ADT treat their Customers just horrible, not sure how ADT is still in business with this sort of service.

Stay away..far far away!!!

01/10/23 Update: The ADT saga continues. Can you believe it?!! Me neither. I am now receiving collection letters for an account that was closed in September. You know, that account that was closed without my authorization. How do I give negative stars? Seriously, class action, please! 10/18/22 Update: I am changing my rating from 2 stars back down to 1. Although I did hear from someone, I don't believe it was ADT as I am still getting emails of attempted charges. Thank goodness I cancelled my credit card. If anybody is filing a class action against ADT, please count me in!!!! 10/07/22 Update: I changed my rating from 1 star to 2, because after I wrote this review ADT actually reached out and was able to resolve the final issue. While I would not ever return to ADT, I appreciate their willingness to actually help! I started with ADT in 2009 in Texas. When we moved to Florida, I appreciated that I was able to bring my service with me since I hadn't had any issues. In 2020, I was scammed into "upgrading" my system. What a mistake that was. I was told it would be a 2 year contract and that this was "the best system they have". What a joke!!! The system was NEVER 100%. Of the 3 cameras we had, they were never all on at the same time. The ones that were on, were poor quality video, glitchy and delayed. I was also told there was a 6 month guarantee. Also a joke. After the first month, I began calling to switch systems, cancel my account; anything to get away from this system. I got the run around for the remaining 6 months and at one point a rep told me, since they've started selling this system, no customer has ever gotten their money back for it. I would file a lawsuit if I knew it wouldn't take more of my time and money. Since we moved and couldn't take our cameras because they were attached to the home, I called to cancel. Found out my account had already been cancelled without my authorization and then the charges started rolling in, again without my authorization. They continue to charge me on a weekly basis. I try to get help but every rep I speak with doesn't know how to do their job and then transfers me to another person who doesn't know how to do their job. I'm now fighting with my bank to get the charges blocked and returned. I guess I have to cancel my bank account to stop the charges.

Really poor experience with ADT

Really poor experience with ADT. Beware that if you terminate your monitoring & maintenance contract then you loose access to the app. This was not explained when the contract was taken out. Would never had purchased the system if I had known this. Unable to leave a review on Trustpilots UK platform. Could be due to the percentage of poor reviews as is the case in the US.

267 NEGATIVE REVIEWS

267 NEGATIVE REVIEWS! AND I BELIEVE IT. POWER WENT OUT ON OUR ALARM PAD. WE CHANGED OUT THE BATTERY AND DOOR SENSOR. STILL HAD PROBLEMS (MONDAY OCTOBER 3). CALLED AND RECEIVED THE WORST CUSTOMER SERVICE FROM A YOUNG MAN WHO DIDN'T SPEAK ENGLISH VERY WELL. WE GAVE HIM INFO FOR THE ACCOUNT: ADDRESS & ACCOUNT NUMBER, BUT THIS IMBECILE MANAGED TO SCREW UP OUR ACCOUNT AND CONFUSE IT WITH SOMEONE ELSE AND POSSIBLY MERGED THE TWO ACCOUNTS EVEN THOUGH WE TOLD HIM MORE THAN 3 TIMES OUR ADDRESS & ACCOUNT NUMBER. TRIED TO CALL BACK THE NEXT DAY AND GOT A RUDE WOMAN NAMED "TERRY" WHO WAS RUDE OBSTINATE AND STUBBORN AND WHO STATED I MUST ANSWER TROUBLE-SHOOT QUESTIONS FIRST BEFORE SENDING A TECHNICIAN OUT. (UNPROFESSIONAL) I STATED I AM NOT AN ALARM SPECIALIST AND DON'T KNOW HOW TO ANSWER HER SOPHISTICATED QUESTIONS. SHE SAID THE NEXT AVAILABLE APPOINTMENT WAS THURSDAY!!!!!!!!! OUR ALARM IS OUT - NON-FUNCTIONAL ON A MONDAY AND THURSDAY IS FIRST AVAILABLE???? THIS IS TOTALLY LAME AND UNPROFESSIONAL ON THEIR PART. SOUNDS LIKE THEY HAVE A PROBLEM KEEPING EMPLOYEES AND THE ONES THEY HAVE DON'T SPEAK ENGLISH VERY WELL AND / OR ARE RUDE!!!! WE MAY HAVE TO END OUR MORE THAN 16 YEAR RELATIONSHIP WITH THEM IF THIS IS THE KIND OF CUSTOMER SERVICE THEY OFFER. WE USED TO LIKE THEM!!

Nothing but problems

Nothing but problems! Battery died on wall box ! I was never told it. Even used batteries so I call ADT on hold for 88 min just to have someone answer to put me back on hold again! Waited another 60 mins still no one hung up! Called back ask for a call back. They eventually called back same stuff put me on hold. So I was on hold for over 3 hours total with all the calls just for them to tell me I need to order a battery from them 36 dollars and a service call of 69.00 to install the battery! Are you kidding me! This company has terrible customer service! They do not care about there customers only money! Please beware and read all small print! I thought I was in a two year contract. Now there telling me I signed a 3 year contract. So shady. After guy told me I could choose 2 or a 3 yr contract. So I was. Mislead and didn't read contract well enough! I live in Florida so I can only imagine how the elderly are being taken advantage of here in this state! I will never renew with them! I learned the hard way. Please run from this company. Again it's all about money to them

Worst company ever I moved to Texas and…

Worst company ever I moved to Texas and installed ADT and for sales, they are very friendly I've been having an issue for the past 15 days and I’m still waiting for a phone call every time someone calls back after waiting 190 minutes they hang up the phone please don’t ever use them. I’m reaching out to my legal team to bring them to court for fraud

DO NOT give them your credit card OR Bank Account

DO NOT give them your credit card OR bank account. These people are FELONS and criminals and WILL steal your money. As an atty I have written briefs that I will file and start a class action suit. YOU PEOPLE ARE BEING ROBBED!! DO YOU UNDERSTAND THAT?

I really don’t even want to give it 1…

I really don’t even want to give it 1 star. I would not recommend ADT to anyone - unless your looking for a service time of 3-4 weeks. The sales rep - who promised 24-48 turnaround time will not return my multiple calls. Brian Faulkner - the sales rep has no integrity - he promised the world. His manager Ryan will also avoid your calls. My equipment won’t work and I can’t get a tech to my house - and I live in a city. I pay a premium price for a terrible product/service. I should have stuck with the local provider.

Mysterious charges

I’m a new customer to ADT. I decided to use their services because the house I just purchased had a panel and sensors already installed. I REGRET IT! For starters, they have charged me for 4 different amounts, one being the activation fee. I’m still waiting for an explanation for the other 3 charges ($130 plus, $370 plus, and $106 plus). I called them and didn’t ever receive a call back, so I disputed the charges with my credit card. Two weeks later and without ever receiving a call back or an email in response to my inquiry/complaint, the charges were reinstated because apparently they presented proof to my credit card company. After calling again to find out that supposed proof, they still don’t have an explanation and ask me to continue waiting to hear from them and their “findings”. Sadly now I’m stuck with them. Needless to say, I would never recommend ADT to anyone. Update: after emailing the information requested they still couldn’t find out a reason, but they continue to charge me.

Totally Disgusted

Been a customer since 2018 ever since we brought this house. Last week to make long story short we found out our home has not been being monitored since the technician came and put ADT Home security in our home. Our alarm went off for over 3 minutes and finally when we were able to stop the alarm, ADT never responded to the alarm going off. After putting our groceries away I'd called ADT to understand how they never call me when they are suppose to be monitoring our home. Going around in circles for days with this company, they want to charge me for a service call of 90 dollars. I would love to speak to a person in upper management not customer service which that's what they been doing to me all day. I hope someone with some common sense see's this and help us solve this problem. I been paying ADT since 2018 and have not been monitored. Thank you in advance

Awful company -- Switch to Vivint! Much better service..

Awful company. Borderline scam. Bait and switch slimy salespeople. Fraudulent warranties. Hundreds of dollars of hidden fees. Inept techs. I now understand how they protect against theft -- they do the burglars' job for them.

ADT is the worst.

Called last Friday to cancel service. Waited on hold for over an hour. Someone came on the line and hung up. Couldn’t candle over the weekend, they only operate weekdays. Called back today, waited on hold for 54 min. Nothing. Hung up and called back to “add new service”. Someone picked up right away! She put me back on hold. Still waiting… What a joke.

Shocking do not sign up

I have two commercial premises with ADT. To say the customer service is bad is a huge understatement. I have been writing emails of complaints since January this year with no response. I have tried calling to be promised a call back and nothing. The salesman never ever responds and I am pretty sure breached some sort of code of conduct by miss quoting on both sites by huge margins. Now none of the systems fully work and they say they have sent engineers but never have. On top of that if you want to get a copy of an invoice you can't. It is ludicrous that they can trade!

I would never recommend ADT to anyone

I would never recommend ADT to anyone. Their customer service is terrible. When there are problems with the system they expect the client to fix it with them suggesting fixes over the phone. I have had a problem with the system from the beginning with the installer not even having done it correctly in the first place. Once I was able to finally get them to send a technician to my house (he was great and I just wish that I could call him to help me but that’s impossible. He probably doesn’t even work for the company anymore). Now the main screen for the system isn’t working at all and I’m expected to fix it myself. I am a 72 year old widow who feels at a loss with some technology yet -well, again, I say don’t get an ADT security system.

Horrible customer service

Horrible customer service. We are looking at a new security team. We have been with them for over 12 years. Such a shame they treat there customers like this

I'm new to ADT

I'm new to ADT. The system seems to work ok, but not completely. Customer service is impossible to reach and chat function is ridiculous. I'm on hold now and have been waiting 1 hour and 7 minutes so far. Installation of equipment was efficient. bought cameras, Google doorbell, etc. ADT does not call when there is an alarm. What's the point of the coverage if I'm not notified either on my phone or by them calling. Customer service person who answered when I called told me long wait times and I should call back NEXT WEEK! They may be less busy then. Good grief!

Worst customer service and security…

Worst customer service and security system. I have had my system for under 30 days. I contacted ADT and they informed me I have to go through direct protection services since they installed my system since it is within 90days. I have called direct protection numerous times within the month that I’ve had the service. Ever since my service began, my camera footage for the doorbell and both outdoor cameras are intermittently unavailable especially when I am away from my house. Direct protection services walked me through on resetting the cameras and it didn’t fix my problem. It took days to get a ahold of them between leaving voicemails and being hung up on when I finally was able to speak to someone with Direct protective security for someone to come and service my cameras and I was told that I needed to buy a Wi-Fi mesh system before they come down to service them. I bought the Wi-Fi mesh system for $200 and had to pay $100 for my Charter Spectrum service employee to come to my house and disconnect my router to install the mesh system. I am still having the same issue of not being able to see my camera footage. The Charter Spectrum employee informed me that their router is a Wi-Fi 6 so I shouldn’t need a mesh system and that it is the security system that is acting up because nothing else is having problems connecting and it shows on their end I am getting perfect signal. The charter spectrum employee even relocated the Wi-Fi modem and mesh system to the center of the house, even though it was showing perfect signal where it was originally located, and still the same problem. I am spending money that I shouldn’t have to, and It is difficult to get ahold anyone through direct production security. I have left a few voicemails and sent an email and I have not received any response. I was informed by ADT that I need to go through direct protection services to cancel my service within the 30 day of it being installed and direct protection services is stating I have to pay penalties. I am unhappy with the customer service and security system. My house was broken into reason why I got ADT but I feel just as unsafe with the system not working and no one caring to respond to me. DO NOT GET ADT.

I haven’t seen such poor customer…

I haven’t seen such poor customer service and predatory sales tactics like this in a long time. If you are calling to buy something, you get to a rep right away. If you have an issue they keep transferring you and hope you’ll just drop the call. It’s disgusting. Such poor treatment to the paying client.

Screw ADT

1 Hour and 40 minutes later, I'm still on the phone to address a sensor issue. After yesterday's 1+ hour wait, I was told to go get a new battery. Took me four stores and $70 bucks later to only realize it wasn't the freaking battery. Such incompetence.

WORST CUSTOMER SERVICE!!!

WORST CUSTOMER SERVICE!!!! RUN!!! DO NOT USE ADT!!!!! Repeat attempts to reach them regarding an alarm that is faulty. Finally someone calls back and 2 minutes into the conversation, she disconnected us AND DOESN'T CALL BACK. That is pathetic!!!! ADT you should be ashamed by the quality or lack of service you are providing. Come get your s#÷t, we are DONE!! Too many other companies with much better service.