ADT

I've had ADT for 4 years. I should have realized when they sent a sales person to my home after calling for service in my new home that it's a sham company. He NEVER told me that I was under a contract for 5 years although they insist I Esigned a contract. After two years the sensors went bad and the alarm kept going off all the time. ADT calls and texts me, that's their monitoring system. What's the point? Where's the security? Then at first they wanted to charge me for service to change the sensor which after refusing they realized wasn't my fault. Fast forward, 4 years in 9 months left on a contract which I didn't know I was a part of I call to cancel. They tell me that I have to pay early cancelation of contract and can't let me put of it. At one point my bank was bought out and my auto-pay was declined and my $45 payment tripled. Double late fees? Meanwhile, I noticed my bill had increased over the four years with no warning. After I call to cancel they tell me they do not remove the system so basically I'm stuck with useless ugly wall art! This company is not worth the money. The service is a joke. Buy yourself a reliably loud alarm system from Amazon which is basically the same and safe yourself installation and monthly fees or even early cancelation fees. ADT is dead. They have conned the public into thinking they are an old reliable security service when all they can be relied upon is to trap you in a shady scam money syphoning contract with less than mediocre service. STEER CLEAR!

We dropped our landline and about a month later we got a "phone system failure" notification on our system panel. After calling ADT tech support, we were told when talking to their rep that the line number has been changed to a cell number and that everything was now ok. A month later we got the same message on the control panel. THis time tech rep checked the system and told us he is getting the same signal. He would have their advanced tech dept call us and gave us a time--the call never came. So on our next try, they said they would send out a tech rep to check our system. He never came. On calling again, they gave us a new time spot and a sales rep came, told us our system was obsolete (they never upgraded the system when we purchased the service),and told us the upgraded system would only cost $2200 (after discounts) and $70/month.
We continue to get billed even tho I cancelled auto payment, I think. I tried to call and cancel the service and after being transferred several times the computer told me there would be an 81 minute wait. I tried to get ane,mail address I could send an official cancellation notice too but no one could give such an address,

Worst experience. Lied to by the sales rep over the phone. Thought after they came to install and they cleared up the first lie about cameras and what was included that things would be better after. I received notices about 18 days later claiming I was late on the bill. Then they drafted $130 from my account when the monthly plan was $60. They are liars and I reported them to the attorney generals website and bbb. I cannot believe such a well known business name conducts business this way and blatantly lies to customers. I truly needed this service for safety after my home has been repeating attempted to be broken into by someone I have a restraining order against. And on top of all of that I was told I would have 24/7 monitoring and I received another email middle of the billing cycle stating I used up all of the data for the month and I couldn't record again until the next billing cycle. Never was I told that and again how am I suppose to feel safe with no video recordings. I also have no prof in court to show someone breaking into my home or attempting. Do yourself a favor and just install ring door bells. This was 100% not worth it such a hassle and I've been disputing the charges. Also my rep handling this account hasn't called me back or emailed me back.

Was searching for Security System for my home and ADT popped up during my search, I should have passed, yes this conpany has been in Buss since? That's a lot of years of ripping off customer's if ADT is SOOOOO GREAT! Then why STICK or STUCK customer's with a 36 MONTH CONTRACT! That's like buying a car, keep in mind it will cost you to CANCEL! You only have 3 DAYS to change your mind AT NO COST! But they won't tell you that. For anyone looking for home security think three times before you choosing ADT! I WISH I DID! But we learn from our mistakes, but if you decide to try ADT when the tech comes to your house with all that CREDIT? Think about your parent's telling you all your life NOTHING IS FREE make sue you get what YOU NEED NOT WHAT THEY WANT TO SELL YOU!

Keep 'em coming...

An ongoing problem with my alarm/security system. They sent a tech out many times in the past 8 months. Told me no charge this is the 2nd time they did this. They have been trying to fix my system for 8 months. All they keep telling me is I need to upgrade my system. Full disclosure when the system is installed you should state you need to replace it every 5 years. Debited my account for 70.00 without my knowledge or consent. This was supposed to be no charge. I want my money back and I want to understand how a company such as them has the right to go in and take money without permission When I go on line it asks me if I approve the transaction. That means I have to give permission. Now I have to wait till they get good and ready to return it. They clearly need to be charged with stealing money and taking advantage of a senior citizen. They need to disclose if you put your account on their website to pay a bill that they can go in any time and take whatever money they want. I now have to wait 5 days or more to get my money back. So now they are giving me 2 months credit. They are giving me nothing I now have 60 dollars in bank charges that were incurred because checks bounced due to them taking money they were not entitled to. I am on a fixed income they have left me with no money to eat till the money that they took is replaced.

Adt have the worst customer service. I have been waiting for a service for over a year so on total it is two years behind. Parts have been on back order for more than two months. Tricked ADT into having a new customer and were ready to install in 72 hours, while getting Items repaired and getting a new panel I'm still on back order for 2 months. They want you to cancel because they have already taken your money for the install and they take the monthly fees. For the two years lack of service, they want to reimburse only 3 months. I have now added Verisure in my home for the past two years. Customer services is brilliant and much cheaper to install and you can have the cameras upgraded to their older system while ADT you cannot have any new equipment on older systems. I have now taken ADT to court for over two years lack of service and lack of customer care. There is a rf jam on my panel. The panel goes off and ADT do not even get a phone call to any of us. the entire system is not fit for purpose. They said that they have been waiting for a back order of a new panel for over two months now. Can you imagine not having any security for over two month while your kids are in doors, and you cant go on holiday because your house is insecure. Verisure have come out immediately on the same day that there was a fault and didnt leave without dealing with the situation. They have built a very reputable company profile and i have yet to see a bad review about them. Amazing service and i wish i had initially installed Verisure to start with. I will keep you all updated with the progress of the court.

I have spent hours on hold listing to them say how they value my business and time. To this point I still have not been able to talk to a person and fix my system. Never again.

Sorry equipment, need to work properly but don't, I have been with ADT for several years and have nothing but problems with the system poor working equipment and poor customer service representative poor train tech especially Richard

The lady handling customer cancelations at adt is extremely unprofessional. I can see why they're currently in a lawsuit. Wish I had 4 hands. I would give them 4 thumbs down... Booooo...

They will answer your call on the first ring if you are trying to sign up for service. They will happily upgrade you. But there is zero customer support once you are within your contract. And God forbid their equipment quits working. They will charge you $100 to come out and fix what their incompetent technical support crew cannot. I have spent four and a half hours of my precious life being put on hold being given the run around and not called back ever this entire week. Wait times are close to an hour just to get someone incompetent on the phone who cannot resolve the issue. I have been a customer for years and will not be tricked into another 3-year contract because they fix something. Their cameras are also unreliable and never catch what was important. Worst security system I could have dreamed up. I will be canceling my contract in February for good. Even if you let them know you are having a lot of issues and are at your wits end trying to get a problem resolved, they continue to run you in circles and are nearly impossible to reach. Do yourself a favor and don't get caught up in a contract with ADT. ANYONE HAS GOT TO BE BETTER THAN ADT FOLKS

Totally messed up my order! Been on the phone with them to correct or cancel my account and have been on the phone with ADT for a total 8 1/2 hrs! Mostly on hold! 8 1/2 hrs! Can you do that? I first called at 10:00 this morning and it is 6:30pm now. They just keep transferring me on circles. ADT representatives have no idea how to do much! If they can't get an order right or even allow me to speak with anyone in the correct department, then how can they protect my home? I'm still being transferred and it's now 7:00 pm!
Situation; I purchased their system with 2 day shipping because I am leaving out of town in 5 days for two weeks and need protection due to living in a bad area. 2-day shipping mind you. I checked my tracking and it was shipped ground and will arrive in 5 days! The day I have to leave. What? I still have to install the system and set it up! That ain't going to work. So if anyone wants a free ADT system, it will be waiting for you outside my door for two weeks.!
Upon trying to cancel the order or at least have them send another system over night so that I receive it in time to install and setup, I have wasted a complete day (9 hrs so far) and still being transferred in circles with no avail.
If you value your time, call Simply Safe or an actual reputable company. ADT has no idea what's going on.! But if you do decide to call ADT be prepared to communicate in another language. I have never had such bad service in my entire life ( and I mean that) still on hold. I have gone in circles for 9 hrs now! It is now 7:00pm

My wife's purse was stolen at a restaurant. Worried about people accessing our home, she called ADT to inquire about service. They wayyy oversold her and we ended up with a nearly $1800 install and $65 monthly service cost. Fast forward a couple of years, we are still under contract but doing work on the exterior of our house including doors and windows. According to ADT, we could not pause the service and had to keep paying during construction despite not being about to use it. OK, fine. The cheapest plan we could get into was $35. Despite being assured we still had access to the app, we lost access. Now construction is done but some sensors were damaged during removal and we have a couple of extra windows. Basically the only option was to pay ADT for grossly overpriced replacement sensors and a tech to come out. And if we wanted access to the app we would have to move back into a monthly fee over $52 a month. Of course it starts at a lower rate for a month or two to get you in then increases well above comparable systems. We ended up paying out the rest of contract monthly and went with Simplysafe. Easy self install, cheaper monthly monitoring, less expensive hardware and easy to add devices at any time. And no bait and switch to a higher rate later.

I am having to move my business out of my current location due to the virus. I do not have a new location for this business, so it will most likely permanently close. They are saying I have to pay $1914 to finish out my contract. I do not have that to pay from a permanently closed business. They said I could relocate to a new place to avoid that fee. I said I might find a new temporary place for the business where I could relocate it eventually, but I have no idea where or when. They said to relocate to that new temporary place, I have to sign a NEW three year contract. It won't even be a three year lease, which means I'll have to pay another $2k once I move out of that place or sign another 3 year contract. So this sounds like blackmail at this point. Sign a 3 year contract with us or pay $2k because I am unable to continue business in my current location. No one has been able to help me. 5 times I have been disconnected for no reason after being passed around from department to department. During this global pandemic, this is some real terrible customer service.

This is my 2nd time getting ripoff by ADT I call to update some of my equipment so over the phone they give you one price telling you one thing than when the service guy come everything changes nothing will works than the price goes higher so they did it again this time my camera doesn't work they were aware of this the day of I was told I would have to pay for another service call for them to come out I'm already paying a higher price than what I agreed on before the service guy came out they don't care about you they just want your money

I waited over two hours to cancel my service. And once I cancelled it, they will continue to charge me until my billing cycle ends. Horrible customer service and integrity

UPDATE: After complaining to BBB ADT credited us a month's fee for the inconvenience they caused us by losing our permit number.
So im changing to 3 stars.

Original complaint below.

We have had ADT installed in our house in 2018
And have been paying them from 5 years.

Our alarm went off few days ago. I was not at home and could not reach my Spouse.

So I had the ADT call the cops and Adt says cops are not coming because ADT does not have our permit number.

So, i call the police department in my city,
And the police who is chief of Alarm permits division looks up my address and says we have the permit and ADT is supposed to call 911 directly and they did not.

So after paying these guys for 5 years, when the actual situation demands that they take care of their responsibility, they bail on us, by telling us that we don't have alarm permit! But that cannot be true because once before they called the cops when Alarm went off, just fine and that means they had the permit number.

This is unacceptable.

I am looking to go to other provider. I will make sure to educate people about ADT and hopefully no one else has to deal with situation like we did.

They stole $650 from me because they had my card on file. When I called they flat out refused to let me speak to a supervisor, now sending me to collections for a bill I don't owe!