ADTReviews 800

I just tried to change my service to self monitoring and was told I can't do that until my service contract is up. I am thinking okay a year - that's what I get. No I can't change my service to self monitoring (no payments) until April 4th of 2024! I signed up in April of 2021. No one ever informed me that I was signing up for a 3 year contract. In fact, I feel like they told me I could cancel at any time. Anyway, my advice is - Just Don't.

I will admit that I did not read the entire 10 page small print contract before I signed. But you would think a sales rep would mention a 3 YEAR contract agreement when speaking to them. Not once was it mentioned that the terms contained the 3 year term. I thought it was 36 months for financing the equipment that was being installed if I so chose. What a dishonest, unethical company. I could even get my cancellation charge of $1500 waived if the people who bought our home would continue with ADT, but I will do everything I can to steer them to ANY other security company! I would rather pay the money, than see another family screwed!

ADT would not change out my outdated system without increasing my bill, the service tech just walked away!
After stopping my service, they continue to charge me. Stay away from these thieves!

ADT is not there when you need them!
When you call ADT in an emergency, no one picks up the phone, and the wait time is as long as 10-12 minutes. When representatives pick up, they transfer you to an unknown extension and that takes another 10 min wait or you end up hang up and call again. If ADT can not train its people to respond to phone calls in an emergency, it should be closed down. Customers have a false sense of security, and ADT is not a security but a plan selling company.

I had ADT service for 20 years with no complaints. Unfortunately, I changed to their doorbell camera service... really bad move. I am now paying twice as much for service with which I have absolutely no confidence. Doorbell chimes that I sometimes miss because they are so low, now replace my previous loud clear doorbell. Most of the time the doorbell camera doesn't work so I have to press the doorbell button until it turns blue to get it back in service. I also learned from the very kind tech, who was out a week ago, that I receive text notifications when someone approaches. I thought I was going to get a tone. Sooo, I would have to be constantly looking at the phone, in order to not miss the notifications. If by chance I do see the notification (or even if I received a tone), by the time I access the camera on my phone, I can only hope it wasn't a culprit, because they would probably then be a mile away. Slow response. Yes, I am now paying twice as much for this lousy sytem. If I could have given this service no stars, instead of one, I most definitely would have.

Horrible customer service. Get told one thing, and then another. Billing is all over the place. I won't be recommending them.

Their customer service is just awful. They did not take any blame for incorrectly installing my equipment and never providing me with the correct stuff. They were supposed to send me 2 key fabs and install a motion detector and when I tried to call their awful phone lines they wanted me to pay for all of that which was above $300. Their app that they love to talk about so much never worked. They required me to pay a $750 dollar cancellation fee because I did not want to be with them anymore. Please do not go with them.

Like many of the complaints, I'm having the same problem getting my refund. Been with ADT for over 7 years. Finally decide to cancel. Called in early June to cancel and thought that was done. They charged me for July. Called ADT again, the agent said it was a mistake and my account will get cancelled this time. Now it's August and I am charged again. Absolutely frustrating having to deal with this shady tactic with a company of this caliber. Over $22 they have lost a customer for life.

We recently decided to explore other options. After calling the designated line, and providing all the details to verify my identity, etc. The 1st rep "Mr. Camael" tried all the retention efforts as trained, but I specifically stated the decision has already been made. He asked if the price was the issue, as he saw a previous issue stating so. I asked him to hold, so I can review the file to answer his questions. And he hung up. I called back and reiterated everything to "John" asking if we can skip the retention efforts from a 2nd rep. He ignored my request and proceeded to ask the same questions. In a stern tone I reiterated my wishes. Online it states how to cancel (by calling *******727) it also states that any questions about a possible refund, should be asked on that call. When I mentioned this to John, he sarcastically said "well technically, I am not the one who cancelled your service. Mr Cameal was". I asked i he can reach out to his peer and inquire. And he refused. I requested to speak with a Supervisor and he placed me on hold an additional 10 minutes. The next rep to pick up wasn't a Supervisor, her name was Felicia. And it's a shame that it took ONE woman, to resolve an issue that TWO men couldn't. I am completely baffled at how horrible I was treated.

The level of terrible service and LYING that I experienced is beyond anything I could imagine. They 'sold' me on one thing and charged me more than DOUBLE what they told me in the call and what I signed. Not okay. Be aware!

I have been with ADT for years now. We recently did an upgrade for their new "Control" system; fast talked into it by a sales lady that lies better than any rug I have ever owned, and now I have equipment that will not work with this new system, rendering it useless to my family. ADT wants me to spend almost another $1000 to purchase all of these new items to be compatible with their new system when I was told that everything would transfer over. The poor young gentleman that came to install this upgrade for us tried his best, and had a hard time, but simply could not make the old equipment speak to the new control panel. I tried to rescind my new contract the following day, and spoke to more than a dozen people, because I passed from person to person, and NO ONE could/would help me! What a load of CRAP! This is how they treat long term customers. The Property Brothers should be ashamed to put their faces and names with ADT. Get your security system from someone else. ADT has unscrupulous businesses practices with employees that lie and can give two hoots about trying to help you with any problems.

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.

My sister and I have been on two separate phones trying to cancel our ADT contract. They have transferred us kept us on hold for over and hour and said call tomorrow. The equipment hasn't been working for over a year since it worked. Had to unplug as they kept wanting to charge us to fix their equipment. Kept telling us it had a battery when there wasn't a place for a battery it was a plug into the wall. Trying to cancel since the contract would be up. No one is helping the company is playing games, not answering any of us, transferred around at least 8 times with no help. This is the worst company in the world, would not recommend it to anyone. Seniors cannot use this company to save themselves, for protection. Equipment doesn't work, can't save anyone, but yet they give you a bunch of bull while trying to cancel. May have to go to the bank and change my account so they cannot get any more from our family.

Total scam of a company. Customer service is horrible and they overcharge. Was never told by sales rep about three year contract. Now that I've rented out my home and want to cancel they're charging me hundreds of dollars. Save yourself the trouble and just buy ring cameras. They don't even call to alert you when your system goes off. You can buy the sign on Amazon to deter burglars. Don't support this scam of a company!

I called and spoke to a woman to sign up for ADT. I was switching from another company and I wanted a similar system. I told exactly what I was wanting and she said they have that equipment. I wanted a touchscreen panel, garage door opener, two cameras, doorbell camera and of course door and window sensors and motion sensors. When the installer came, he said they don't have the touchscreen panel or garage door opener, but when they do get them, someone can come out and install them. The installer did a crappy install and I had to have someone come out to fix his mess. I recently found out they have the touchscreen panel and garage door opener, but now they tell me it's a whole different system and I'd have to buy all the equipment for the new system and start a new contract. Never ever go with ADT! I am stuck in my contract and they suck! The photo I added is to prove I have a contract with ADT.

If I can help even one person to not use their service it will be a success. They include a 3 year contract that you can not get out of even if you're moving. That was never explained to us. We have to pay 750$ to not use their service absolutely ridiculous. PLEASE BE AWARE! Do not use ADT.

Do not use ADT. They will not work with you and will attempt to get one over on you every chance they get. We were half way through a 3 year contract when we decided to move 15 minutes down the road to a better place. We were told that they are unable to transfer our service and we would either have to pay 750 dollars or sign a new 3 year contract. ADT is a scam and I will never recommend them to anyone and they will be hearing from the Better Business Buroeau because this has been the worst experience with a business I have ever had.