Complain about a product or service

ADT Security Systems

ADT Security • About ADT • Consumer Complaints • Military clause

Sandra of Lauderhill, FL August 23, 2009

I have had ADT service for about 5 years. I have never called a service technician to my home. On August 22, 2009 a lightning strike set my alarm off. I was advised by a rep to remove the cover with the key pad, wait for 10 minutes then place the cover back on. After following her instructions the alarm continued to go off. Another rep said a tech needed to be sent to my home. She transferred me to the dispatching center. I spoke to a rude, disrespectful, unthoughtful, and unprofessional ADT rep by the name of Lamont. He gave me three options. The options were:

1. Pay 275 for Sunday "emergency" service 2. Leave my home unsecured for three days until a "regular" 25 visit was made by a tech 3. Transfer my business to Brinks home security to get immediate service

After my disapproval of the first two options. Lamont told me to have a good day and hung up the phone. However, I took the third option. ADT collected my money on the regular every month. The first time I needed regular help, ADT said it was an emergency and gave me no viable options. I wouldn't recommend anyone that I cared about to do business with ADT.

Jewell of West Plains, MO August 17, 2009

Brinks Home secueity called me and said that I had asked for info about Brinks, which I did not ask for. They talkd me into getting an alarm system put in my home. In the mean time we had to trade card becuse ours was just about to give us a lot of problems, so I cancelled the system because we could not afford another %50 dollars a month payment. Then ADT called and I told them that I could not afford the extra monthly payment and they took 101 dollars out of my checking ccount. I called them last week and they promised to put it back into my account and they haven't done so. WE are elderly people, I am 77 and my husband of 58 years is 81. We are on a very limited budget and need this money reurned to my acct. What can I do to get this done?

aaron of providence, RI August 17, 2009

Beware of incredulous contracts from ADT. I started using ADT security services in July of 2007. I installed a new system in my home, paid for it, and everything was going fine. The next year around the same time I decided to move away. I contacted the representative whom I had initially signed the contract with. He assured me that moving was perfectly fine, and I could take my system and continue under the same agreement.

I continued with the move, had the system reinstalled, and paid a fee for the work. Another year later and I've moved again (I move a lot). However, since I was moving out of state, and the place I would be living was not in need of security. I was notified by ADT that canceling the service would violate the terms of my contract. I said that was correct, and confirmed that I had only one year left. I asked how much the cancellation fee would be for this. I knew ahead of time that I could pay up to 75% of the remaining balance on the contract.

However, according to ADT I had started a new contract when I moved to my previous location. I was charged a cancellation fee of 200 plus one more 50 payment because it takes 30 days to disconnect. I think this is dishonest since I never signed an additional contract with ADT, and therefore shouldn't of had to pay these additional fees. I used the exact same service but at a different location. The contract was slated for 3 years, and should have remained so. I think ADT should have extended my same service at the previous address like they stated, and not hold me liable to a contract that I never signed. This practice will only drive customers away.

sujatha of Maryland Height, MO August 15, 2009

The Sales rep told that I need to sign contract for 1yr and the contract document also states the same and if I do not require the service they can transfer to others. They have charged me 500 for installation and told if you move to different appt we will not charge and use the same instrument, after 1yrs when I moved to different app, and asked them to move, they said addition of 200 would be charge and I need again start with new contract, I have been trying to contact the local branch manager and last month he said he would be send the agree ment document, I have still not got and since 3 months I am trying to get information and every other person tells me different information.

I do not understand how this goes about, since they require business any one say any things and if I talk to customer service, only answer I get is I am sorry for the inconvinence, but as per ADT this is what need to be done. Is thr not specific rule and how these companies work. I need to pay 758, this is quite a huge amount. When I asked for cancallatin they did not cancel and only next month they cancelled and they charged for the previous month. Is this the way the business has to go, customer sastifications.

Patricia of hawthorne, CA August 14, 2009

The ADT sales rep told me that I would not be under contract for any specific amount of time and that I could cancel at anytime without penalty. She either lied or she didnt realize that on the contract it states there is a 5 year contract and the cancellation fee is 90% of the remaining contract (which is over 1500 in my case)!

2 months ago, I called to cancel and was told that I am under contract for 5 years. I went to the local branch and asked for the contract. The person at the desk says the flimsy 1-page yellow carbon copy paper in my ADT folder is the contract. I look over the contract and can not see the term of 5 years. Even the ADT rep could not find it until another rep pointed it out.

ADT has purposely made it difficult to spot the length of the contract. Not only is the contract length in tiny letters, but the length of the contract is typed as "five" rather than "5" to make it extremely difficult to find. All other numbers in the contract are numerical, e.g "1 year" and "30 days". The number five is written out in letters to make it blend in with the other words to keep it hidden. This is misleading and unfair business practices.

It turns out the sales rep who I signed up with no longer works with the company. Ive contacted the manager numerous times who claims that there is an investigation but can not provide me with any updates. He never returns my calls. Its been approximately 2 months of speaking with the ADT manager and I have finally filed with BBB.

ADT should make the length of the contract in large or at least regular font. It should not be purposely concealed so that even an ADT worker cant find it. ADT sales rep shouldnt lie about the length of the contract and ADT managers should handle cases in a timely manner. In addition, the cancellation fees are redicoulous, no other company Ive dealt with has a 90% (over 1500) cancellation fee. I am willing to work with attorneys.

Thomas of Kingsland, GA August 10, 2009

A person from ADT approached my door named Amanda. She wanted to sell me an ADT security system. It was very hot outside and she was fanning herself with an ADT sign, wearing flip flops, T shirt and a dirty blue jean skirt. I politely told her no. She then started quoting statistics of house break ins etc. I pointed out my dog growling at her and said I have a security system. Of course Amanda took several steps backword. I told Amanda that everyone in this area is a cop, federal agent or a marine and non of us have ever been robbed etc. She still insisted we were not safe from crime. I could not help it, I started to laugh at what she was saying.

I started to close my door as she rambled on. She got the hint and started walking away. Her final words to me were, " You know your a real [expletive]". I called ADT and bascially got the run around and they never were able to reach a supervisor. I called back and received phone numbers to call. Conviently all the voice mail boxes were full.

Kevin of Denver, CO August 7, 2009

They turned off my alarm service and sent me collection because for some reason money stopped being withdrawn from my account. They are asking for either 378 to turn back the service or almost 1300 to pay for the term of the contract. ADT was suppose to take the money out of my account. They never sent a letter any did they mentioned to me any time I called that there was a problem.

Donna of Washington, DC July 29, 2009

Please help me. Two gentlemen sold me my ADT system two years ago. I had no idea it was going to be hooked up to my police department. The police partners with my former employer. My former coworkers and former friends performed espinoaged. I was told one price than I was told a second price. It was cut off and now it's back on with an annoying alarm that goes off at any time. This is done out of retaliation by them because I went up against my employer. I have no protection. My own sister is an excop that partners with my rich clergy and everyone else to bring me down.

jorge of downey, CA July 28, 2009

an ADT sales rep came to my store to offer me their services, i ended up signing up with this company, he told me it was a one year contract for the pricesof 45 dollars a month. when I tried to canceled my service after six months of service, I called ADT directly and they told me that i have a 5 year contract with them, the service really disappointment me, since my alarm is not working and they promese me, they were going to send over a tech. it has been almost two months and no one has never come

Kelly of Clarkston, GA July 24, 2009

My home phone line with AT&T, and the security system with ADT has a problem. The problem is that if AT&T phone has a dial tone, the ADT line will not have a signal when the alarm goes off. Meanwhile, if the ADT has a signal, the home phone will not have a dial tone. And I have set up the conference call with the two companies to set up the time so that the two technicians from the two companies can meet each other to fix the problem. But the two company avoid to set up the specific so that the two of them can meet. The problem have lasted for a few monthes.

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