ADT

We are 20+ years loyal ADT customers. As veterans, my husband and I felt extremely comfortable leaving the country knowing our family's home security was being monitored by ADT while we were deployed. However, since our new home install in 2013, we have had nothing but issues; false alarms, unreliable alarm settings, unprompted notifications from the keypad, etc. We've made numerous calls, paid for upgrades, and had techs come to the house for troubleshooting with no resolution.

I have tried to resolve my issues through customer service. No luck. I was quoted that my monthly bill would be 29.99 per month. It turns out that because I received cameras and access to ADT PULSE my monthly bill is $70 per month. HUGE difference and ADT was unwilling to do anything about it except to come and uninstall my equipment. I should have been told this information from the beginning. I was also told that if I paid the $105 installation fee that I would receive a $100 gift card in the mail. After a few months I called in to see why I haven't received it.

I have spent the last three days being bounced from rep to rep, hold to hold, department to department. I had a preexisting system already in my house and I was only inquiring into what type of package they could have provided. I really didn't want to do a contract, but had to. They signed me up for 1 year for basic home monitoring. Paying close to $50 dollars a month. Sales rep said they would be providing a new key fob for me; all I had to do was ask the tech when he came to reactivate my system.

My bill was paid in full till the end of Sept. 2018. I called and canceled service on Sept 20, 2018 after sale of the house. Received a bill in Oct 2018 for $18.49. No detail on the bill only explanation after speaking to Scott is a charge incurred that happens because it takes a month to complete the cancellation process and that is wrote in the contract but I did not remember that being mentioned at the time service was started more than 3 yrs earlier. I was never late with a payment and there was never an alarm. So basically a person would be very wise to set up a DIY service and save a lot of money and getting taken advantage of.

I had ADT come in and have their system put in my home I had just purchased. It took 3 hours to install. They had a promotion going on with a free ring camera. But keep in mind. The home when I bought it had a security system already hard-wired into the home. Which was working. I just needed to have a security company come in and take over the system. The salesman told me they would piggy back my system. They did exactly what they said. 45 minutes after the installation was done. I tried to arm the system. It came up with multiple error codes. I called ADT and the salesman who set this up. He said the tech who installed it will call me back in 30 mins. This was a Saturday. Well no call.

They will not stop their auto payment system and are overcharging us too. They will not stop their services until I respond to a email that came 1 week after my first call but I didn't see it before it expired. We are being charged more than contract price too. When I called again today, just like my first attempt, I was in hold for over 20 minutes. Again, I was told to expect an email and respond to it before they will cancel their auto pay. WHY SHOULDN'T THEY STOP THEIR SYSTEM? I told my wife that I guess we will have to close our bank account and move our money someplace else!

Bad customer service. Be careful when you sign the contract with this company. It’s a bait, always overcharge. You want to cancel! No way! You will pay for the cancel fee. A lot money. I will tell to all my friends, my family friend and the world. Don’t trust and don’t use this company. I’m sure I will never stay with this company after my contract. Liar and cheaters!

First, I have been an ADT customer for 5 years; when I was researching an upgrade to my system, I called them first. This ADT install has resulted in a 3 month debacle by ADT that has yet to be corrected. The sales representative attempted to sell me equipment I already owned (I only realized this on installation day). And...because I was wanting a higher quality camera, the installers sold me "hd bullet" cameras. These cameras needed to be ordered and a second installation date set. On the first installation date, the installers did not follow their procedures and the HVAC did not work after ADT installed the thermostats. I had to hire an electrician to come and repair the HVAC.

I am not sure when ADT took a wicked turn, but this company plays slick games. Over the phone, I was quoted $27.99 for a monitoring fee. The phone rep told me that I wouldn't be charged until the tech came to my home and provided me with an assessment/consultation. So I provided her with my credit card number. After I hung up the phone with her, I received an alert of a charge for $105. She lied = Slick. They charge you this fee even before they come to your home. A few days later the tech arrived at the house and said that a $27.99 monitoring fee was not possible and he quoted me a monitoring fee of $52, plus tax. While I did not agree with this rate, I figured I would test the service out for a few days. But before I could totally make up my mind, the tech's assessment turned into him immediately installing the ADT keypad without asking. I literally left the room for a few seconds and he had already removed my old keypad system.

Lied from initial phone call to now. No concern for human welfare but all about the money. Highly suggest anyone looking for home security and honesty call any company other than Defenders ADT. Worst experience and customer service I've ever dealt with.

5/2017 aunt moves to retirement home. Canceled monitoring service. Still in auto bill system, I sent back stating it was canceled. 1/2018 she passes. Received continuation of bill. Sent back previous cancellation note along with death certificate. In April 2018 someone at ADT actually recognizes that she is dead. I receive invoice for 83.00, no big deal I just pay it. THEN I get invoice for 250.00 with no explanation for what it is for, I ignore. Another one, I write back, another one in Oct. 2018 and I call. They say that they sent me a box for the equipment and I have to return it. I never got a box and their records indicate that an empty box was returned to sender. The box would have been the only indication to me that I needed to return any equipment. So 18 months later I have to see if someone kept the equipment from a 95 year old who lived in a nursing home? This is not the first issue with ADT. Please don't use them, it's a headache.

Terrible sales, installation, and service, especially for someone providing such critical installation and monitoring. They're great at acting nice, then following up with nothing or (at best) a bait-and-switch with extra charges, going back on their word, and requiring that you pay more money to get what was sold on the front end. I read the promotion fine print, read the contract, discussed with the technician and branch manager to clarify all the pieces. Then got passed through no less than two disjointed and loosely affiliated call centers which continued to require additional forms, contracts, and payments in order to get the original payment terms and rebates that drove the initial sale. You should pay more for service from a different company, because ADT will end up costing you more before the dust settles.

I have had ADT security for almost 2 years now. I bought the system to help protect my family after a home invasion. After 1 year of service, we moved and chose to transfer service to our new house. We had a technician come out and perform the installation and once that was complete we started using the system. A year after transferring service to my new home, I had an issue with the keypad. I called my local ADT office to have them come out and repair it, only to be informed that they never actually transferred the service to my new address!

ADT has the worse customer service and the worse legal department. Be careful business owners as ADT will rack up citations on your behalf with the county, not tell you anything about it and years later you find out you have hundreds of dollars in citations accrued that you owe. They dispatch police to your place of business during working hours so I don’t know who is worse, ADT or the actual Miami Dade County Code Enforcement Department. I guess you can say criminals and people that take advantage of others come in all shapes, sizes and disguises.

In February 2017, I had three cameras installed, in which one camera simply sat on my kitchen sink because the technician didn’t want to hassle with figuring out an electrical connection to set the camera up to view my swimming pool area. The front outside camera was supposed to have night vision, but it didn’t. The night vision function finally popped in surprisingly during the summer of 2018. The camera system is down almost as much as it works.

I had a representative from one of ADT's subcontracted sales companies come to my house last year in August. He gave us a whole spiel about how if he could put a sign in our yard we could get a security system for free. My husband and I both specifically asked him how long the contract was for for the monitoring monthly fee and were told that it was 1 year. We specifically asked what it would cost it us to cancel after a year and he told us it wouldn't cost us anything. He told us that when a year was up we should call and tell them we were going to switch companies and they would lower our monthly payment or we could just stop it anytime after a year.

I had a horrible experience tonight. I was home by myself with 2 small children. My flue lever broke, but I didn’t realize that. The house filled with smoke and the fire alarm went off. I put in the code multiple times to stop it. When I called ADT to stop the alarm (1 child was crying due to the noise), and it wouldn’t stop, the first man to answer tried to help...but he couldn’t shut the system off. He put me on hold! The second girl basically told me to rip wires out of my electrics to shut it off...first in the chaos...she told me I had to find a screwdriver!

I talked with a representative about a home security system. As we talked she asked me questions regarding number of windows/doors etc. She told me we would get window/doors sensors (never actually told me how many my mistake for not asking), also told me it wasn't a problem to include an extra key fob and the really great news was we were going to have all this "free" money to purchase anything else we wanted off the service truck. Salesman and installer arrive and we find out that extra key fob was coming out of our "free" money the representative never ever mentioned this fact.

I told sales rep everything that my current system had, including a connection to my home automation lighting. All existing devices were to be connected and no costs to be incurred. Tech (really a sales guy) arrived and immediately drilled a hole in our front hall and installed control panel (per ADT procedures). Technician then reviewed existing system and declared that ADT could not connect to any existing devices. Tech reported that over $2,000 in replacement devices would be required and that a connection to our home automation could not be achieved. Horrible bait and switch... thinking we were now captive with panel and holes in our front hall. I refused to accept their reversal and sent their technician away. Hole remains in our from hall, and I intend to pursue ADT for damages.

I recently received a mailing from ADT promoting new security system installation and monitoring. The cost of the monthly service was shown as $27.99 per month. I called the number listed on the advertising piece and spoke to a young lady. She told me that information shown on the flyer was correct and she scheduled a date for the installation. She also asked me for credit card information which I provided. I told her very clearly, several times, that I had a system already in place that was installed by Monitronics. I also informed her that the only thing I was interested in was the monthly monitoring and did not want to pay for new equipment. She said that was no problem, our entire conversation was being recorded and that a technician would have to come to the house and do the change-over.

Very briefly DO NOT TRUST ADT. I just called them to inquire about their 27.99 plan and I tried to ask about every detail that I could, but their agent insisted to send a technician for consultation. First of all, the technician was a very lazy guy that was talking too much about everything except the safety and the contract. Secondly, he was a cheating guy that told a lot of lies and fooled me to sign a paper which was not the contract. For example some of the lies he told me: 1. In response to my question about the fact that I may leave the US because I am here temporarily, he told If you go somewhere that ADT doesn't provide the service you can terminate the contract which is not true and in any case, they charge you for the rest of your 3 years of service. 2. You have 30 days of grace period to cancel the contract which is completely a lie and you just cancel the service in 3 days which I didn't know about it.

I called to inquire about a promotion I saw online. Based on the call I set up an appointment to have a tech come out to install. After install he got me to a form that confirmed what he set up. After he left I got 5 emails to a contract with my signature imposed on each with a monthly rate double what I had agreed upon when I set up the appointment. I then called and received no help so I canceled the contract the same day but not before being charge twice on my card and still waiting for my refund. It's a sham!

They have a contractor come and sign you up and lie to you it's a one year term when it's 36 months. You better have this form in your hand when they show upon Friday to cancel with in 72 hours. Saturday Sunday are work days to them. It's all in the scam. They say they want a bank card but they won't bill it. They do and is not what you're told. The price will be more tricky stuff. They plug your cameras in to your outside 120 plugs. Grand-kids just pull the plugs out no camera so do the crooks. You don't have a TV screen to see whose outside. You need to get your phone or laptop or computer and hope you can get to site so you can see what is going on outside. Oops they're already inside killing me or robbing the place.

Fortunately I haven't had to deal with their customer service often, but so far the times that I have called the customer service reps. did nothing to help, and were rude. Not to mention the fact that even though they lock you into a contract, they still raise their rates every year. Feels dishonest. Usually when you are locked into a contract the pricing is also locked in, but not with ADT. That fact alone makes me want to switch service providers the day my contract is up.

So incredibly frustrated. We sold our home and moved last September and called and canceled our ADT service. They told us everything was taken care of. Then in January of this year we realized they were still auto charging our credit card. We called numerous times and even sent in a letter. They then told us we needed to cancel in the Spring. Still letters arrived in the mail that our account was still due. Today, I called and spoke with a supervisor only to be informed that it was against ADT policy to cancel without the customer remembering a 5 letter pin they had when they originally signed up. It didn't matter that I had the account number, my social security, was logged into the account online, nothing...

I was contacted by an ADT authorized dealer, the Defenders. The person on the phone wanted my SSN to run a check. I told the rep I didn't want to give him my SSN because I don't want hard checks on my credit report. The guy said no problem he can just run a check by name. Turns out that I was lied to and the guy did a hard check on my credit report. After speaking with the guy I was going to go with the installation. However, he wanted a 100.00 deposit. I didn't want to give a credit card because I had looked at using them in the past and I cancelled because they failed to show up for the installation. It also took me forever for them to refund the deposit.

I'd just moved into a new Manor neighborhood and since I'm a girl living alone, I needed some sort of security. Someone from DT Security, representing ADT came and sold me on the product. Little did I know I'd been roped into a three year contract without realizing this. Then I found out in order to even have the security system I need a permit. When I called in to cancel because of this, I was told I would need to pay 2000$ to end my contract that I've barely had three months. When I asked about the 6-month promise they said that only applies if there's something technically wrong with the product.

The day I called ADT I had just experienced some issues with someone trying to get in a bedroom window. While speaking to CS she told me about their package which was $850 worth of free equipment but since something had happened to my house she would connect me to her manager so he could help more. Once speaking to the manager he added additional credit to my account so I could have the basic package which included: Door sensors, window sensors, motion detector, outside siren, lifetime warranty, 1 key fob. While transferring me back to the CS he told her to upgrade me to shock sensors, an additional key fob, and to add 2 door and 3 windows sensor for my mother in law that is currently under construction. The CS said, "Wow that’s a great deal!"

We have been a loyal customer of ADT for over 15 years. We recently built a house in the country and needed a security system to deter burglaries so we contacted ADT. The sales rep came out and we contracted a 36 month plan with the promise from ADT on adding cameras once the house was complete. With the house now completed we contacted ADT to add cameras. Since we have satellite internet ADT could not add the cameras failing on the promise we were given upfront. We then contacted customer service to cancel the contract so we could go with a different company that uses cellular technology for the cameras for our home. ADT would not let us out of the contract. The customer service department was very unprofessional and just outright rude. Buyer Beware!! ADT shows no loyalty and frankly could care less if your home is secure or not!!

I called ADT and spoke to an agent. He was friendly and seemed to want to help. He understood what we're looking for and offered us a package, we signed the contract and the technician was coming next day morning. When the technician arrived, he told us he received an order to install a completely different package with half of what we ordered and said if we want to add more equipment we need to pay more. He was nice and apologized, we canceled the installation and called ADT again to figure out what we were going to do. We called ADT again and explained the situation to another agent and took her name. I asked her about things the first agent told us, she said that was not true and said she will give us another package.