Horrible company to do business with

I have been a long time Custer of ADT. Their service is no longer what it use to be. There are far better, more affordable options out there!! My area is getting upgraded from 3G to 5G. My current system is not compatible with 5G. ADT shipped me a “bridge” as a solution but after many hours trying to connect it I learned from their tech support it’s not compatible. Their only solution…. Buy a new $350 system!! Now I’m getting calls and letters from them stating my system no longer connects to the monitoring center which is a fee I pay a monthly service for. Have called numerous times and they will not cancel my service and I’m out of contact. Horrible company. Horrible customer service!!

Scam and a rip off.

Have had this service for 3 years. After 2nd month, stopped working. They came and checked and said I needed to install something else to handle the power. Why didn't that show up during install? After paying for 3 years I called to cancel. The "lady" I talked to kept arguing. Finally I said just cancel. Just noticed they are still charging me monthly. Went to chat, entered my Information 3 times just to be told I'd have to call. When I questioned that the person I was chatting with just stopped typing and chat went dead.i will be calling Monday for more pathetic customer service but am wondering if I just need to file a lawsuit. Worst company I have ever dealt with. Do not use.

SHOCKING customer service.

Worst customer service ever. On wait for over an hour While doing this review someone came on and asked how to direct my call. ARE YOU KIDDING! She then said i would have to wait on hold for an hour and nineteen minuets. Who is training these people. I will call back and cancel with this company of which I have been a customer for more than 20 years. Shocking customer service

Breach of Contract

September 22nd, 2022 Upon finding that my Visa credit card had been drained of over $1,300 more than expected by ADT today, I called ADT on 800 238-2727 at approximately 4:30 PM MDT on Thursday September 22, 2022 to resolve this issue. Although I had pushed the option 3 for Billing and Payments, I was told I was being transferred to Billing. When I spoke to Diane, whom I thought was in Billing, after a few minutes I was told I was being transferred to Billing. When I finally spoke with a person I supposed was in the Billing Department, after a few moments I was told I should be talking to Billing and he would transfer my call. I asked if I first might speak with a supervisor, my request was ignored and I was transferred to Billing; this time I was actually allowed to speak with someone in Billing. Michael in Billing went over my contract with me and agreed that I should indeed have paid around $60 versus the $1379.71 + $76.80 (recurring services for the latter item). While Michael apologized for the apparent error, he stated that he would not yet be able to remove or adjust the charge until the installing technician’s notes were available tomorrow (Friday Sept. 23rd) and would I please call back then. I asked that, since I had already been on the phone nearly an hour in attempting to correct someone else’s error, I would rather have ADT call me tomorrow. Michael replied that this wasn’t possible. It occurs to me that if my installer was doing work that would cause me to be charged an additional $1379.71, should I not be informed of the additional charges? So, for now and until tomorrow, that is where the matter rests. September 23rd, 2022 Call 1: 7:48 AM (MDT), disconnected after 5 minutes Call 2: 7:56 AM, answered about 8:10 AM, Francine(?) who said Michael had made notes on my issue and she transferred me to accounts @ 8:11 AM. An unknown person, a female voice I think, came on the line at 8:26. The only word I was able to understand was address so I provided that and told her I could not understand her and could she please call me back. I didn’t understand her answer but she put me back on hold at 8:26. Emily picked up at about 8:32 and began looking at the noted I mentioned earlier. She said she would try to get the issue corrected and put me back on hold at 8:37 AM. Emily came back and told me the contract doesn’t mean what it appears to mean, and that the only thing they could do is to remove the equipment and redo the contract with reinstallation, then bill me over 60 months as I was originally told. I asked to talk to her supervisor, which I was able to do. Super (Michelle) commiserated and said she understood and is trying to remove the charges while I wait (not on hold). Meanwhile it is now 9:05 and I’m still waiting. Finally reached Jackie in Billing by calling in on another phone, because Michelle in accounts management (if that’s her name) had been incommunicado for over an hour but had said she would be back on the line soon. Jackie transferred me back to accounts management. At 10:19 I was connected to Tatiana in Accounts Management (I hope). It is now 10:28 and I’m with Shelly Cruz who assures me that a 60 month contract with come in an email by Tuesday the 27th of Sept by the latest (today is September 23rd) and I will need to sign that and return it to receive a refund. No explanation for the foul up on their part, or why they cannot simply acknowledge the validity of the existing contract, refund my $1379.71, offer me something for my trouble and move on. Another example of how a company just got too big for their britches and now care nothing for their customers as long as those dollars keep rolling in. By the way, we were done at 10:35 AM MDT. Total time on the phone, today and yesterday combined: 3 hours 53 minutes. September 28th, 2022: I called again, something I promised again, and was eventually (after 48 minutes connected to an accounts supervisor; Chevon(?). I called because no new contract had been sent, therefore the charge of 1379.71 had not been removed from my credit card. Chevon put me on hold, came back several times with updates on her conversations with account management (why couldn’t I speak directly with them?) and, because it sounded like AM radio station that fades in and out as you drive through the mountains in your car. Today’s phone call was 1 hour 11 minutes, and I’m left with a promise that someone will call me back in 24-48 hours to discuss my issue (they keep calling it my issue even though I did nothing to cause the billing problem that I’m left to try to repair), the $1379.71 charge remains on my credit card and I’ve spent 5 hours and 4 minutes on the phone accomplishing nothing beyond a monumental blood pressure increase. Update on 9/30/22 at 10:12 PM MDT; at 0 + 60 hours (recall the 24 to 48 hour promise?) I haven't heard a peep from ADT. Now what?

After 3 attempts to upgrade my alarm…

After 3 attempts to upgrade my alarm lots of missed appointments it was finally installed .One day later the alarm failed took until midnight to get through .iIt was reset and I was told it would be ok for the night. It’s now 1.30 am been woken up by another alarm failure phoned again and was told he will put it in engineer mode for the night.engineer might call tomorrow

Got knocked out by a lightning

Well our adt system got knocked out by lightening wednesday they said they would have a technition out on thursday then the called and said they would have a technician out saturday for sure at 230 we sat home all day waiting for the guy to show up they called at 230 and were rescheduling to Oct 9 seriously I've been a customer for many years time to go shopping for a new company that offers tech support ADT fell flat on there face oh and trying to get a hold of a real person is a 2 hour adventure

WORST Customer Ever!

WORST Customer Ever!! I have spent more time on hold than talking with someone. Got system because of neighbors pit bull my boy can't even play in own yard. Camera won't record dog. Had fire in stove today and there fire alarm didn't go off. Call adt alarm is hooked to there system after testing... lucky my other smoke alarms went off. ADT IS A TEARIBLE COMPANY. They want 3000 to cancel my contract.. worst mistake ever getting adt

Very Terrible customer service

Very Terrible customer service. I have never been treated that way. I called today because I don't get any notifications on my phone when a customer get in or get out from my store. After waiting about 45 min , I was able to talk with a rude tech who is acting like someone who doesn't want to help. His voice was breaking and each time I asked him to repeat himself because I didn't get what he is saying, he will wait for 1 min before repeating what he said, he lacks to show me how to resolve the problem. Finally he put me on hold without even letting me know. I held the line for another 30 min and I hang up the phone. I was so upset. I will change my service very soon. Thanks

ADT SIMPLY DOES NOT CARE

After years of paying ADT monitoring services they have failed twice in the past 2 years and we only discovered the loss of coverage when I inadvertently tripped the stem and it didn't register. After over 90 minutes on the phone a tech told me we needed to have someone come to the house. When I said I wanted to cancel the service and was told by a billing agent it was working, who would you believe. I was then told there would be an early cancelation fee for a service that hasn't worked on and off for the past 2 years.

Fraudulent practices are encouraged via…

Fraudulent practices are encouraged via the ADT GAME! Firstly, the itemized list of equipment outlined on our contract was INCORRECT! I have notes from my initial quote/sales call with Kenneth Leibold, FL outlining the final equipment / new service bundle will include the following devices with a 5 year contract and monthly payment of $77.00: • 3 Contact Sensors • 1 Motion Sensor • 2 Exterior Cams • 1 Google Nest Video Doorbell • 1 Quickset automated deadbolt lock in Nickel • Smoke / Carbon Monoxide Detectors • ADT 7” Touchscreen Thankfully, I wasn’t able to sign that contract as my name was documented incorrectly. Upon installation (less than two days later), I explained to the technician, Chris Hutzell, the many discrepancies in the equipment selection along with the incorrect name listed on my account… In order to remedy this quickly and simply, Chris guaranteed ALL errors would be corrected within 48 hours and he would return with the proper equipment/provide assistance in making necessary account ownership/primary contact changes at that time. He was able to install video doorbell (defective), motion detector, three contact sensors on doors and touchscreen during installation on 1/20/2022. I’ve attempted to make direct contact with Mr. Hutzell via text to inquire about the status of this merry-go-round without any response or update. It’s now Friday, January 28th and I’m still without the equipment I was promised not to mention paying for services/equipment I do not have (including the DEFECTIVE and INCORRECT video doorbell ((ADT device installed rather than Google Nest sold to me by Kenneth Leibold on Tuesday 01/18/22)). I’ve now spent hours on hold or being transferred between l different departments attempting to fix this, however I’ve been promised time and again that this WILL BE CORRECTED yet I’ve seen ZERO results. I was also informed on MONDAY by Account Support that my case was being escalated to the local ADT branch manager and someone would be in touch within 72 hours — 9 MONTHS LATER AND I AM STILL WITHOUT HALF OF THE EQUIPMENT, CHRIS HUTZELL IS A LIAR. STEER CLEAR OF ADT IN OMAHA.

ADT is the worst company I have ever…

ADT is the worst company I have ever had the misfortune of being duped into using. They have very slick sales and marketing, but from the moment you sign up it is not downhill, but straight off a cliff and then repeatedly knocked about the head. It has been two years of incompetence at every level, with the initial install being messed up not once, not twice, not three, but four times, and then the system failed several times requiring visits from their ‘engineers’ (I put that term in brackets as they never seemed to know why they were at the job, or how to do what they were meant to do, and were on several occasions extremely unprofessional and aggressive) then I was repeatedly charged for install works that didn’t happen, as well as being charged for engineer callouts related to the system not working, and pursued aggressively for not paying these phantom bills which, incredibly, included an entire charge for the whole extra setup of another alarm system, that I do not have and definitely never ordered, as well as exterior visual alarms that were mever installed. The pursuit of these phantom bills went on for over a year and a half, and required several hours on the phone spread over several weeks to be resolved. Oh and they never, after so many visits, removed the previous alarm system, a service they promised me, which I paid for, which i was repeatedly told would happen every time an angineer would visit, but which each time the various visitors would tell me “no, iv not been told to do that” before proceeding to mess up my system further then leave (on most occasions). No one seems to know what is going on at the company, as none of the departments seem to be in any way synced, so every single person you speak to at any point, one needs to start from scratch, which means billing messups and any issue beyond the most extremely basic ones on their end can seem irresolvable. Staff are rude and nonchalant, and seem to be well aware of what a dysfunctional company they work for. I have had faults on my system the entire time we have had it, but I gave up trying to get them fixed because of the stress and time involved in getting any engineers around and fear of further phantom bills and the consequent months of stress, emails, phonecalls and their aggressive letters. At least the alarm turned on, so i left it at that! Anyway, the alarm now doesn’t work properly again, and after three days of trying to get an ADT engineer here, having been told two days ago they would arrive ‘in the next four hours’, which they never did, then told yesterday repeatedly they would arrive, which they never did, then the engineer arriving today six hours after their timeslot, and not fixing the alarm, I’m out. My only worry now is that I’ve heard ADT aggressively pursues ex customers for bills issued after they stopped being customers with as much zeal as they pursued me for their randomly generated phantom bills. A note that it seems they have paid to pack some online review sites with fake positive reviews. You can always tell by seeing the large number of 1 star reviews that tend to be well explained and realistic, then the countless, slightly weird and banal five star reviews.

ADT is a terrible company

ADT is a terrible company. They have the worst customer service, and supervisors with zero integrity. They applied another customers billing account to my account. After months of very stressful phone calls and giving me wrong information, they told me to reimburse the customer even though it was their mistake. In addition they broke my privacy rights by giving the other customer my name and account number. They are incompetent and their practices should be fully reviewed by proper authorities. It is a joke that they claim to provide security services.

Bottom barrel customer service experience

Here is the scenario. One of our ADT window devices broke. It is fully under warranty and we scheduled a service appt. Upon scheduling, I was informed by a supervisor that the cost would be zero as all of this, labor and parts were under warranty. Upon completion of the repair, we were billed $59 for a “drive out fee”. After refusing to pay it, within an hour I received an email containing a copy of a fraudulently composed contract showing the fee and a bunch of checked off boxes stating that I had agreed to pay ( which was the whole point of my refusal to pay the ridiculous fee). AND ADT FRAUDULENTLY “signed “ my name to it electronically. WHAT???!!!! I called corporate and waited 35 minutes before being placed on infinite hold while the service rep claimed he was looking for a supervisor. He never rejoined the call. On a second call which took another hour of waiting , the rep hung up on me. This company is a joke!! Will shop for another home security company. —P.S.- Next day, I tried calling twice more to resolve this. First time, I was placed on another infinite hold and second time, the rep hung up on me AGAIN. This is literally the first business I have run up against in 43 years on this planet where 4 out of 4 calls over two days are dropped/ hung up. How do you stay in business like this?

Worst experience ever

This is the worst experience with any company I have ever done business with. I purchased alarm system 2014. No issues. 6.1.20 I purchased a doorbell and 1 camera that doesn't work and have had repairman out 4 times with multiple calls go tech support. Still not fixed. Since the repairman states to get refund ADT will not do so so I canceled my account now they are trying to say I'm in a contract. Changing me more than I originally paid in 2014 for my system. ADT IS A RIP OFF. Tried calling over 8 hrs over a 5 day period with no response. On hold, transfered or hung up on. 4 different amounts for final bill but can't explain the break down. I canceled in Aug Adt say no not until Sept you have to give them 30 day notice. Never recommend ADT for anything a rip off.

Had worst experience ever

Had worst experience ever. Tech called three times moving appointment back I took off work and then calls and says he has a flat tire.... not trustworthy at all. So I guess they only have 1 tech gonna be twovdays before another appointment they knew it was an emergency when we made the appointment. How do you only have one tech but your thing says you have 5,000. They are full of it do Not trust this company! Nothing but lies!

Worst customer service ever!

Worst customer service ever! Ridiculous wait times, and when you ask for a call back, it is only to be put back in the queue. Trying to fix a low battery, took over 5 hours of being on hold or waiting for a call back. Then, they could not answer how to reinstall. Not once during the 12 hour installation, was the word battery used. We have 23 zones, each requiring batteries, which can all be different. Luckily, we are moving soon, and definitely will not be using ADT in the new house!

ADT took $743.99 out of my account for another customer!

ADT has caused me tremendous difficulty! They allowed the previous owner of my home which I bought four years ago, to move my account to their new home in another city. Then they drafted $743.99 out of MY checking account to pay HER fees! So not only do I not have the service I am paying for, but they over-drafted my account so I have no money until payday. Worst of all, they say it will take 3-5 business days to get my refund! Outrageous. And they still can't explain how an operator allowed this to happen.

This is the worst customer service I…

This is the worst customer service I have ever dealt with. I need a tech to come out and have been dealing with this for 3 days now just to be told I can't get a tech to come out. I told them to disconnect services and they are refusing. Why pay for something I can't use?

Long wait and incompetent reps

If I can give zero stars I would—long wait times and incompetent customer service representatives (unable to resolve issues to transfer to correct department). Labor charges are extra charges for faulty sensor replacements—nickel and dime customers all around (despite paying monthly fees already). Disheartened customer and switching to another provider in the area.

One of my worst experiences with…

One of my worst experiences with proficient security. It’s been over a month and my system is still flawed. Their customer service has literally lied to me about the products I was ordering and continue to dodge technical issues within my service by pushing me to the next associate or sending me back to the main menu. ABSOLUTELY AWFUL.

Badgering home owners

When we bought our home the previous owners had ADT. It would be fine, if the dam thing didn't beat once a day every day and at random times. You can't call and speak to a real person about turning the system off, as I was not the one who had it installed. They sold the house and we are the new owner and do not have the authority to have equipment removed or turned off in our home. That is absolutely ridiculous and sever negligence. This is also badgering of a consumer for we have owned our home for 8 years and have never been able to resolve this issue, as all they want is our money for a service we did not ask to have in our home.

Simply a fraud. Do not get even close to them.

Every other week the app stop working. it means that the app and their system do not connect each other. So I stay without service for at least 2 weeks (the minimum time to get a technician). Basically, I pay for the full month but I get only 1 or 2 weeks of service. If somebody knows about a legal action against them that I can join I would love to get in touch. Their reply is always the same. And at the end the problem is the same. The network card do not connect. First you said it was AT&T, then the carrier lines, finally the latest technician changed but it is not working again. I would love to hear something like: "Sorry for not keeping your house secure and for all the trouble. We are going to change the whole system for free since it has always been faulty". If I could give them -5 I would do it.

They have long wait times for service issues.customer…

They have long wait times for customer service an average of 30 minutes. The techs on the phone do not help. Their advice seems like they are clueless on home systems. Phone conversations are recorded and notes are taken but when you call back they have to be filled in from square one, then no solution is given. Our home system has been useless for 5 days so far without repairman sent out. Very dissatisfied customer.

Got to say horrible service

Got to say horrible service, cant get a hold of anyone to fix or ask any questions i have had service for 5 months since my wife died, yep i i did a snap decision, i counld'nt be there any longer so i tried vivnt but they didnt bring anything that i discussed with on the phone. So i called adt and ive regretted it since, ive call 6 times in the last 2 weeks waisted at least 8 hours on hold or put my phone number in and never got a call back. The cameras dont record so if someone did break in there would never be any type of picture to identify. I can go on and on but im done

Bad service company

I purchased a unit about a month ago trying to get somebody to help me because the battery went bad took me hours to get it resolved but they didn’t send me a battery I had to pay for myself then at the end of the month they double billed me they left my old account active and my new account active and when I tried to resolve it it took another four hours but never resolved it when I get somebody on the phone they would hang up this is a very bad company beware