ADT Security Services

The customer service over the phone is horrible and not helpful. Every phone call takes 30 minutes to get a person on the phone. They charge you monthly and then it takes 3 weeks to get someone to your home to fix problems. They also charge you money to fix their devices. They charged me $500 to cancel service even though it was not in the contract.

DO NOT USE ADT!!
Have been an ADT customer for one year when I made the mistake of upgrading to install cameras. Has been one problem after another. Starting with installation which took three attempts and then the cameras would not record properly.
Another three attempts to correct recording issue, with everyone from techs to customer service giving you a different reason for the failure. Meanwhile , account is on auto pay and they keep charging the same amount for cameras and installation over and over and I have to keep calling to get amount refunded. On my Last nerve I called to cancel service and have cameras removed and was charged again!!

Wish I would have researched ADT better. Their customer service is ridiculous. Cannot get a straight answer from anyone.
DO NOT USE ADT!!

I am not sure about the location of this ADT Security my mailing address for billing is out of Dallas Texas we lived in Trinity Texas when our unit was installed ,we signed up for the three year contract which was required we had to move in two years contacted billing they informed us we would have to recieve a bill with the final contract fee but we had automatic withdrawels out of our credit card account we were told that day there would be no more draws from our account, they have continued to draw until I contacted the Credit card and put a stop on it. I had mailed them the money they say we owed. I feel like this is an ilegial practice, but no resolution with the billing department on this. I would hope the Revdex.com would step in and stop this company from doing this to other consumers. We as honest people did not try to not pay the company we were doing what we were told by there billing department the day we called and canceled the service. There is a dispute over $52.80 they will not refund us this amount! Thank You

Very unfriendly, unprofessional , unreliable and untrustworthy company. The worst I have seen so far.

Thank you ADT for such a great experience! My family loves the new home security and automation system we ordered a few weeks back. You guys were so helpful, and I really appreciate the upgrades and extra we received as part of the holiday special. What a deal!

I've been a customer of ADT Canada for more than 11 years. Worst customer service ever. I just want my faulty equipment replaced as the "repairs" didn't fix the problems. I'm looking for a new service provider now and cancelling ADT right after.

ADT,

Let me tell you how extremely furious I am right now. I would have NEVER GOTTEN YOUR SERVICE if I knew you were going to be this difficult to work with! You sell your service that is is only 30-60 bucks a month but FAIL to let the potential customer know that the equipment costs are EXTREMELY HIGH until AFTER spending 4 hours with this person in my house. That's a very pressured sale on your part. I did the deal regardless, and have come to the final payment for my equipment that was due today. WOW. No help from your team whatsoever when dealing with these FLEX payments. What is the purpose of them being FLEX PAYMENTS WHEN YOUR TEAM IS NOT FLEXIBLE WITH THEM?!? I spoke with a representative last month who, in fact, stated that I could call back in early this week if for some reason I wasn't going to be able to make that final payment of $457 today and make arrangements to move this payment to January. I thought, gee that would be very nice given the upcoming holidays and would help me with managing other bills. So I took her up on the offer and called in Monday. Not only were both your representatives VERY RUDE and had major attitudes, but neither would offer to help whatsoever and could not provide me a supervisor. I AM LIVID WITH YOUR COMPANY. So I told them I would have to pull my check out of the bank today to make sure your charge for equipment did not go through because I have other more important bills that need to be paid this week. Last minute items that came up. I went to the bank to do so and you're already taking out my payment. I'm so beyond frustrated at this situation that I will informing all friends and family and will post on different social media sites this occurrence. Your company chooses not to work with customers on moving a payment date and hires extremely disappointing representatives that cannot offer me a supervisor? Extremely shady. I will not be using your service long. I will call to cancel today and go to another security company. Terrible customer service!! Way too expensive.

ADT is a bate and switch. You sign up thinking you are getting ADT service, but really some contractor comes out and changes the price you were quoted. I received 2 dozen letters telling me the monthly price would be $27.99. I get the first bill and find I owe $65. I call ADT and they tell me I have to call Defender. My service is actually with Defender. If I wanted Defender I would have called Defender. The Defender installer tells me I can have the ADT Pulse app for $4 more per month. So I think $32 isn't bad. No, that deal is actually $48.99--that's what Defender tells me when I call. If I want to cancel the contract I have to pay 75% of what I would owe on a 3 year contract. It's a bate and switch and it should be illegal.

I would never choose this service again. First of all my security panel is 6 years outdated. I have not seen a representative since I have signed up for the service. Also I decided to remove the panel yesterday which should have trigger that someone has broken into my home. It has now been over 24 hours. No one has contacted me nor have that sent anyone to my home as an emergency.
I continue to get a notice stating that my bill is going up each year and with this experience, I have been paying 6 years for no service. I have also set the alarm off before and when I ask why they didnt contact the police, they advise me that they did not have the local police number in my area on my account. ADT has not protected me in 6 years yet they continue to bill me.

Had them since 2011. The only time I ever heard from them was to make sure I updated my credit card and to let me know an alarm was going off. Police never came to investigate, nothing.. They also installed 8 different alarms, pushing me away from glass breaking sensors, instead going for your typical door alarm. To get into my house they would have to break the windows.
The final indignation? I call to cancel and they tell me I have to give them 30 days to remove my account. They can start it up in 1 day but I have to pay them for an extra month of this crappy service.. Get me one last time before I'm out the door. Real classy.
Stay away from them. All you are paying for is a service to let you know you are getting broken into when you aren't home and to make sure you make your payments. ugh...

Our fire alarm went off one evening and we never received a call from ADT. We called to confirm service and they had us test the system and advised us the alarm wasn't working. We are not sure how long we were paying for an unmonitored system. We scheduled a service call and the next day we received an email that our bill was going up. At that point we decided to cancel our account. Trying to cancel has been a time consuming nightmare. I was on hold for a long time and was transferred to a high pressure employee. After going around and around, I finally advised him to cancel my account and cancel the service call. About three hours later we received a call from ADT confirming the service call which required another phone call. This is where we stand as of today. It is important to note that we had a similar problem with ADT a few years prior with the alarm service address being incorrect for about a year and a half. If the alarm had gone off the police would have responded to another address. Don't waste your money on this service.

The ADT Customer service is horrid. I am not sure that if they had training classes in how to provide the worst service possible, they could provide worse service than they provide now.

I was on hold four separate times for a simple request for a service call. It took 45 minutes just to get the service request scheduled for a problem that they have failed to fix on three previous visits.

If you have a choice in security service providers, please do yourself a favor and do not choose ADT.

Very deceptive advertising, huge up-sell attempt at installation, poor customer service, lengthy delays to reach customer service reps. Had an existing installation, the rep claimed none of the equipment was compatible with the current systems....... Wish I had chosen another company.

I retained new service from ADT on May 29, 2015 and that is where the horror begin. The first put in the wrong system, charged me for equipment I did not ask for and to top it off the system never worked, made several attempts to get the problem resolved, but everyone included people from the corporate office played dumb.

To make the matter worse, when I finally had enough and told them to pick up the equipment they left a big hold in my wall and told me I had to fix it - that they were not responsible. WORT COMPANY AND CUSTOMER SERVICE I HAVE EVER RAN ACROSS! STAY AWAY FROM THIS COMPANY!

Doing business with ADT over the last three years has been a nightmare. There is not a problem with sales but getting an consistent message from customer service is impossible. In addition, commitments are not followed through and I always have to call back to get anything resolved. I recently called to get the service cancelled. Finally on the third call I was advised I would be billed one more month because it is the customer reponsibility to give them a 30 day notice. I will happily pay one more month to get them to go away. I neve chose this company; they bought out Brinks and I was assured the service I received from Brinks would not change. Worse customer service I have ever experienced.

ADT is the worse company I have ever had to deal with. EVER. Period. They have failed from their promise of a referral bonus, to their promise of product performance, their technicians have failed to show up, and when they do come have been rude.
Today, they have failed to keep an appointment for the 2nd time and have tried to shift the blame to me. I plan to cancel my service with them.

In July 2015 I began an account with ADT. It was recommended that I utilize the Cloud system with an internet service provider Optimum. It has been a comedy of errors on part of Optimum and ADT who do not play well together and always blaming each other for any error in service. First, we needed several visits for just installation and making the product work. Realize that I am not a technician and told several times to fix an access problem alone. Sometimes you get lucky and have a person who is patient enough to assist. The main problem with ADT is their customer service. In the time I have had this account and called maybe three or four times it literally takes 45-60 minutes just to get an operator. Their automated keeps quoting about their excellent service yet you stay on hold. Today I called and after being placed on hold for about an hour I was transferred to the camera department and in turn to another automated service which I later learned was Brivo. I left a message for access to my administrative log in. The original contract was scribbled in and is unreadable.
In February 2016 my camera was out pretty much just about twenty days of the month. I tried to call to notify ADT and was told to collect dates and call back. By the time I got around to it March was here. It appears after thirty days this information is not available.
Since last year I had another security device placed in my home in another property and decided not to go with ADT. I chose Slomins. So far the customer service is good and thinking about expanding the service. Lastly, the contract originally sign says I received training on certain aspects of this system which I never did. I also needed the insurance certificate and was never able to access this via their website.

Sincerely yours,

[redacted]

We have had our system for over 17 years.....we have had a beeping on our keypad for the last two weeks.....almost always in the middle of the night, and of course wakes us up. We contacted ADT, the first rep asked if there was a smoke detector problem....then just told us to reset the "door chime"....this did not help, so called them back a couple of days later. The rep said she noted we had been having a problem for about 3 weeks, yet they NEVER contacted us. We scheduled a tech to come out, and could NOT get service for over 2 weeks!!!! Yet, on their web site they state if you want to purchase a new system, it can be done the same day if you call in the morning....obviously they don't care about their existing customers.....and their being awakened each morning.

It's been a real roller coaster recently trying to work with ADT to install a security system in my home. Living in Alaska I'm very aware of TV advertisement's which might state, they don't ship to Alaska or Hawaii or I might need to call and ask. ADT on the other hand, I've never heard so much double talk about their name, who's representing who, who's offering their current programs or specials etc.. So they have Vans in town with ADT on them but he's a private provider of the product. If ADT advertises a special these people in Alaska as providers! have the option of honoring that promotion or not. They need to add any additional details concerning their offer in with the ad itself. It would save us all a lot of trouble for instance; called and made an appointment for an initial consult just to be called the day before the appt. to be told, Oh, if you think we offer free installation and equipment, we don"t.

Our old alarm company was acquired by ADT last year with the transition being completed in November 2014. Since then, we have continuously had MULTIPLE false alarms with both security and fire due to what ADT calls "undefined signals" Police and fire have been dispatched multiple times resulting in numerous false alarm charges from the City of Boca Raton in excess of $2,000 and climbing. We are now "The Little Boy Who Cried Wolf" with the police department and Fire. If there is a power failure, police or fire is dispatched. We have 45 people in residence 24/7.

I have contacted ADT repeatedly, their only response is that they can send out a service technician. After repeated visits, the problems are NOT fixed. I have called customer support numerous times, the latest being transferred, once again to customer relations, placed on hold for over 5 minutes and then being disconnected. Each time I contact ADT, I'm prepared to be on the phone for no less than 30 minutes. I have asked to speak to a manager and was told that they don't have account managers. Previously, I was given names and extensions of who to contact for service. Each time I have called to plead with someone to help us, the calls have not been returned. There is large ADT office two miles away and they can't send a representative to meet with our business. We need someone to look at all of our accounts at this location and SERVICE OUR ACCOUNTS.