ADT Security Services

After 5+ years with ADT I was advised by a friend that I was probably paying too much on a monthly basis for monitoring. After looking into the price of ADT ($59/month) I realized I can get the same service for $18/month from a local alarm company. I called to cancel my account and was told it would take 30 days...fine. In the meantime they put me on "test mode" and stopped monitoring my system so I could have "access" to the main box so another company could take it over. I was very specific with the rep that I wanted to ensure that the equipment that I own was able to be used by another company. She said yes, and it was confirmed by a supervisor that I spoke to at the time as well.
2 weeks later when the new company came to my house they were "locked" out of the system. I called ADT on the spot and demanded that I have access to my own equipment. I was told by that supervision that they could not do that. All they could do was send a tech (for a ridiculous fee) to come and reprogram the system in the event a new owner wanted to use it with ADT monitoring it. The GE box which is the brain behind the whole system, that I paid to own, was now just a "decorative" piece hanging in my basement as it was virtually useless to be used by any other company.
The joke is on ADT because the new company sent a tech with many years experience in the business and he remembered ADT's override code and we were able to break free of the awful company.
STAY FAR AWAY FROM ADT!

After being an ADT customer for 5 years, I decided to shop around for other systems. Found another company that offered updated technology (touchscreen, cameras, the whole nine) for the same amount ADT was charging to monitor my door sensors. I swiftly cancelled my ADT, on that call they offered to knock my bill down to $20/month instead of my current $50 (sg evidence already). Since cancelling, I get 2-3 calls everyday from ADT trying to get me to switch back and do business with them again. They notoriously "disconnect" from complaint calls, and requesting to be placed on a no call list is a waste of breath. The best customer to them is the one that never calls and never shops around to see what other competitors charge, just blindly tossing them money each month.

I have been a loyal ADT customer for 10+ years (5 years current residence and 5+ years former residence). On multiple occassions, I contacted ADT to trouble shoot a problem I was having with my system, and requested a technician come out. A tech showed up outside of the arranged window. Last Saturday, I contacted ADT to cancel my service with the company. After speaking with [redacted], a customer service rep, and [redacted] a customer service supervisor, I was told I'd have to pay $770 to cancel the contract because it renewed in May 2015 when I added a camera to my service after ADT sent me a free camera offer. I ALREADY HAD SERVICE WITH ADT! WHY WOULD ADDING A TOOL TO EXISTING SERVICE RENEW THE CONTRACT? After 10+ years as a customer, I must pay $770? This is a SCAM, as well as poor customer service. It's preposterous to think it's okay to charge this amount of money to cancel a contract I never requested be renewed, especially when I was not informed of this fee. I AM INCREDIBLY DISAPPOINTED AND DONE WITH ADT!!!!!!!

We have been with ADT for at least 10 years. My complaint about them is that there is almost no way to get out of the contract. My husband's job has moved us around but we were in Austin, Texas for 4 years. Apparently after 3 years our contract was renewed for another 3 years but we were moved to Las Vegas after 4 years in Austin. So then we were told we had 2 years left on our contract and had no choice but to continue the contract so another 3 year contract was started. We had to pay a large amount for equipment installation again. Paid that in Austin as well. After 3 years in Las Vegas my husband's job (government contractor) transferred us to Altamonte Springs, FL. Again paid a large amount to once again for equipment installation. Now we are moving again to Deland, FL and my husband spoke to ADT who said we had to pay $877 for equipment and $727 at install plus $100 install fee. I did call back because I was furious and the guy worked with me giving enough discounts for relocation to where I only had to pay $106.50 which I appreciate. However I am not happy that my 3 year contract starts over again. All this money I'm paying for equipment, where is it going? I'm told we own the equipment. Really then why can't I take it with me and why do I have to keep paying for it? Why do I have to start my contract over each time? I don't want to use ADT. AT&T offers better deals but I'm stuck in this contract. It's a scam.

I am shocked that a company like this can stay in business. Six months ago it was installed. It has never worked properly - every service appointment is at least 2 weeks out, and they show up maybe half the time. We have scheduled 6 service appointment, 3 of which were no-shows. You speak to the managers (in all fairness some are nice) but you get contradictory information from each person you speak with, so you deal with a poorly run company that can't even service their poorly performing product. This is a company that I'm paying to protect my home?
THEY ARE INCOMPTENT AND THEY SHOULD NOT BE ALLOWED TO BE IN THE HOME SECURITY BUSINESS

I bought a home recently with a Brinks security system (now ADT). I am not paying for their service. Shortly after moving in, the alarm started going off. At first, hitting cancel solved that. However, over a month's time, it got worse and worse. The alarm wasn't just beeping now...it was a constant piercing noise heard throughout the home. Last night, it was going off all night...I'm talking a piercingly loud alarm all over the house for extended period's of time, not just beeping. I'm talking a very loud alarm going off for extended periods of time. Hitting cancel just wasn't working anymore. So, we called ADT after a long night of the alarm going off, an after attempting to troubleshoot... and not being able to solve the problem, I requested they send someone to fix it. The refused. They said, since I am not a customer, they will not come out and fix the issue. They insisted I search the house for some transformer. I searched and searched to no avail. I again requested they send someone out. They again refused. They again said that since I was not a customer, they would not send someone out. Please do NOT give ADT your business. Any reputable company would have done the right thing. I will not be held hostage by a company. I will not be blackmailed into being a customer by anyone. ADT is a disgrace to customer service.

ADT stand for BAD customer service. We have scheduled service twice, and each time the tech has cancel or failed to show up. The tech reason twice was MY TRUCK BROKE DOWN.
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We met with Mr. [redacted] your Salesman on November 23, 2015 & signed up for the ADT Security Service. We paid a Deposit on that day as requested by your Salesman. We then were instructed we would receive a phone call to arrange for installation of the Equipment. We didn't receive that call right away. But once we did arrange for the installation of the equipment. There were Two Technicians present to install all the needed equipment. Once the two technicians tried once, then twice for the installation of the exterior camera facing the garage detail. The camera was not working properly & the 2nd Front camera to the House wasn't installed at all. The Technician then informed us that the camera they had on site was not working properly & they would have someone to contact us to reschedule for a new camera to be installed to the Garage Detail. Again, this promise was not kept. More than a couple days went pass without any ADT Representative calling to set up the appointment.

We then had to call again to ADT to complain & demand service. We were then contacted by Mrs. [redacted] a ADT Local Manager. Who instructed us that she would handle the matter and see to it that it gets corrected. Mrs. [redacted] scheduled for a technician to come out to correct the matter. The Technician did return to correct the matter which was to install a new camera to the garage detail as it was to be done during the 1st installation date.
Mrs. [redacted] did report out behind the technician to make sure the installation did occur and that the system was working properly. Which at that time it was working as promised. Later, that day we identified that one of our phone lines was not working properly. There was no dial tone in order for us to make/ receive phone calls. So, we contacted Verizon our Telephone Service Provider in order to see what is the problem with the phone lines. Once the Verizon technician came out, we were instructed that the ADT Installed Lines were not routed properly which caused a conflict in our Telephone Lines. The Verizon Technician had to undo the incorrectly routed ADT Lines to correct our phone lines and that was done.

Now, we had to contact ADT Security once again in order to have someone to come out and correct again a problem that was caused by your technicians again which we are now at December 21, 2015. Which is two days shy of a month away from when we signed up & paid for a service we have not received.

We again, ask for help in this matter. We have paid for ADT Services and we have not yet received service in which we paid for. Please let us know of how to resolve this matter. Please let us know what will be done?

ADT, being what occurred and I still don't have a working Alarm System which never brought to service has repaired what was never ever done right. I would never ever use on trust ADT for such services.

OUR FAMILY IS STILL UNPROTECTED!



Best Regards,
[redacted],

I have had ADT for many years, this is my second house with them. I always felt I received ok service, but most recently in the last 5 months there has been a change. Techs come out for repair and don't seem to have enough time to do the job right or they send techs out who are unable to fix the issue and the service needs to be rescheduled. Most recently it has been the long, extensive hold times for customer service and scheduling. Today alone, I had to call them 3 times and each time spent a minimum of 20 minutes on hold, that is an hour out of my day and still waiting as I write this. I am also unable to get a supervisor to call me back to discuss the issues I am having. it is a shame as based on my experience with an issue over the last 6 weeks I would not be able to recommend ADT to anyone that asked me.

I've recently become an ADT customer and thoroughly regret this decision..
I signed a 3 year contract in December 2014.
The saleswoman that came to my house was pushy.
I've had to call customer service more times than I can count and every time I'm shocked at how rude the representatives are.
I was told that my first payment would be deducted from my bank account in Feburary 2015 and that I could call and arrange what date I wanted to schedule it to be withdrawn on a monthly reoccurring basis.
I called in January to set up the automatic withdrawal date. Instead of it being taken in February they withdrew it in January. I've called multiple times to get it refunded and over a week later I'm still waiting.

I had originally requested an outside camera but got a complete package with camera and in home security, three years at ($52 per month).
System installed on July 15, 2014. Less than two months later outside camera not working like it did when originally installed; had tech come over and instead of finding and fixing problem just conveyed to me that the camera is not very good, works sometimes and don't work sometimes?, dahhh??, same with a visit from the second tech, never fixed the problem. The third tech, after conferring with his office says that they determined that the camera,(OC810), was the problem and needed to be replaced.
Delayed for couple weeks because was unable to get a hold of a camera. So finally on October10, 2014, camera installed but after giving the camera time to adjust, on October 13, 2014, camera is performing even worst than the previous camera which it replaced!?
After contacting ADT camera department about the degrading operation of my outside camera, I'm told by their specialist/tech, that I should hook up with their DVD package which is more expensive but was sure I'd get way better service with camera.
Well, he put me in contact with ADT administrative office because I'm of the opinion that I should not have to pay any extra since the initial equipment is not functioning as advertised. So now, no response from person I spoke to on the 13Oct; left a voice mail for her to return my call on the 15Oct., and today the 16Oct., at 9am, still waiting for a return call??, but reading all of the horror experiences by ADT customers, I'm wondering where this is headed??

I was an existing ADT customer and wanted to migrate to cellular service so that I could remove the old phone line from my house. In order to do so, I had to upgrade existing equipment, which we did, and paid for by credit card at the time of installation. In addtion, in order to upgrade the equipment, I was required to sign a new contract with ADT for a contract term of 3 years.

Upon completion of the upgrade work I began receiving 2 bills from ADT, one on my old account, and one for a new account that was apparently set up at the time that the equipment was upgraded. In addition, I was charged in duplicate for the equipment that had been installed - which was paid for at the time of installation. I have spent countless hours on the phone for the past 5 months trying to get this resolved with ADT. When I would call customer service, the customer service rep could not even see my old ADT account, for which I was still being billed and was paying. I was asked to provide proof of payment and other documentation for them to investigate. Finally after 5 months have a resolution that the old account should have been cancelled and was not. ADT offered no compensation for the difficulty or time that it took to get a resolution.

In addition, we recently sold our home. When I called ADT to cancel the service I was told that the account was subject to the cancellation fees unless I transferred service to my new residence. In order to avoid the termination fees, I agreed to do so and scheduled a time for an ADT technician to connect service. Upon arrival the technician requested that I sign a NEW contract, locking me into ADT for another 3 years. Given the experience that I just had with billing, cannot believe this is how ADT does business. I am apalled at their business practices and lack of customer service. The loops in their contracts locking customers to their terms are outrageous. I am not clear as to how their contracting practice is legal given the implications that this has on consumers ability to effectively seek alternate competitive providers. I would strongly recommend an alternate security service provider and strongly caution consumers to not sign any contract with ADT.

On 28 January 2017, my alarm at my home in North Carolina activated at 6:40AM. We were not at home. My phone was texted and we received a call but were not awake to answer. When we awoke and checked our phone, we contacted ADT. They informed us that the police were called but they were unable to contact the police. There was no further action taken by their operator and no further communication with us. We were told this at approximately 10:30, almost 4 hours after the alarm activated. Unbelievable.

ADT is terrible!!!! Do not do business with them. They told me that all I had to pay was the $99 installation fee. The total cost ended up being over $1200!!! When I realized, I have been misled, I asked the technician to stop installing equipment. He proceeded to install all the equipment against my wishes anyway, saying it was too late. I was so upset, because he had continued to drill all those holes in my wall, knowing it would decrease the chance of me asking them to take their equipment back exposing those holes. This was even after I begged and literally cried because I couldn't afford this. Reflecitng back, I should have just called law enforcement. I checked my account and the company had used my card information to get around $400 of the $1200 they have scammed me out of. Then the technician wants to explain to me that his wife is out on maternity leave and he was the only one paying bills. Sorry, not my problem, because I am the only one paying bills in my household also. I called the main office the technician was working out of, and they acted like it was normal. They acted like they were not concerend at all because it appears to me that it happens so much. Then I thought, well at least I will get a $100 gift cerficate from ADT and get some of my money back. Wrong!!! That was a scam too because you have to pay them a fee of $4.95 to get the gift certificate.

I cancelled my ADT service in February, 2016. When I spoke to the gentleman on the phone I clearly stated I would like to cancel my account. I was told that wouldn't be a problem and paid what he told me would be owed ($100.56) and was told my account was closed. I recently found out, as in today August 26th 2016, that a remaining balance of $101.56 was sent to collections without my knowledge. Instead of acknowledging a mistake on their side and taking care of it I was told, "I'm sorry, I don't know why he charged you that but it is at collections." I frequently move due to military service and wouldn't recommend ADT to family, friends or colleagues.

ADT is a disorganized and rude mess of a company. The worst alarm company out there. When the system is needed is when they fall apart. Random 800 numbers will call you, ring once with no time to respond, dispatch police when they aren't needed, costing you money, and when you try to call back you will be left with no idea which "Department" to click through on. You guess. It takes precious minutes. You get bounced to another department. "What's your account number?" Huh? Sure hope you have your filing cabinet nearby. And all while calling them with my number unblocked so they can already see it's the number they just called. And the rudeness is unprecedented. Pick any other company. ANY one. Your home, business, or life may just rely on it.

The wife of the person that posted this "warning", called me 4 times within a 2 hour time period. I talked with her all 4 times. She called back a 5th time when I was out of the office. The next morning the person who wrote this, called me and we discussed the matter. I calmly explained the...

situation to him, to the best of my ability to make him understand. I even told him on the phone I would do everything at my cost to help resolve this situation. At that point he stated, I am glad that you said this, because at least you are trying to help me and for that I will not put this out on social media (not verbatim, but close). Now this complaint comes to my attention. I truly do not understand.

In March of 2015 I called ADT to cancel services on 4/4 at the time of my move. When it was clear that I was cancelling service the customer service line transferred me to 4 people, each time having an extensive waiting period before I was answered by the next person. This was approximately 3 weeks prior to the move. Finally I was advised to fax my request with signature and did so within 2 days. Per the fax confirmation, they received my fax. On 4/21 my credit card was billed for monthly services at which time I called again and was advised to e-mail my request, being told I would receive credit for the weeks prior when I had faxed the cancellation. I e-mailed the address I was given and within 2 days I received an e-mail confirmation that they had cancelled the account. Since that time I have received NO credit and have been billed an additional 2 TIMES against my credit card for monthly services, the latest being 5/21.

I am a new subscriber and have called customer service and the local fee/permit branch line now four times to resolve a fee labeled "electricity activation fee". I had free installation and use solar power in my home so there is no fee or permit required for "electricity activation". This is a complete scam and no one has been able to tell what it's for despite many, many calls. Shame on you.

I called customer service last night due to a reoccurring problem with my ADT security system. The same problem was reported a few weeks ago and a tech came out. The problem was temporarily corrected but not for long. I spent 3 hours yesterday speaking to an ADT tech on the phone only to find out after 3 years, my house is wired wrong. According to the alarm system, my back door was causing a low battery issue. When trying to fix this problem the tech and I discovered that back door designation was not the back door at all, but my child's room. If the alarm had gone off in the past three years notifying me of a break in at my back door, that is where I would have gone, not my daughters room. This entire time, she was at risk. The same person I have this system to protect. After an extremely long frustrating phone call, I fixed the system myself. I am not renewing my contract with this company. The tech I spoke with last night was very helpful and appeared to be very concerned but couldn't correct the problem because of the poor installation. When the tech came out a few weeks ago, I stressed that the entire system was not working correctly. Instead of testing it for bugs, he replaced a few sensors and left. I feel that the most blame should fall on the ADT installer. He failed to install an alarm that worked properly and do its job which was to keep my family safe.