ADT

The installation team knew what they were doing. We have all our windows and doors to our underlay and we have smoke and carbon monoxide detection through ADT, which is hooked up to it in the basement and upstairs, panic buttons, and breakage. When you break a window, it's detected in the basement and in the garage. The service is great. I call in and do a test. When I had problems, they sent people out. We would open up a door and it wouldn't work and we were having problems with the detectors and stuff, so they came out and solved all my problems with no charge.

One time years ago, my wife went out with my son shopping. She forgot something on the stove and the fire alarm was blinking. ADT called the fire department and the fire department came here to take care of the situation. After that, thank God, I never needed them. Nevertheless, every time I call or if I call to test my alarm, everybody at ADT has been pleasant and helpful.

Overall, my experience with ADT has been very good and staying with them all these years means I’m happy with them. However, my wife who was disabled for years died from lung cancer. The bills are astronomical and I have to cut corners for cost. I’m 71 years old and already retired. ADT rate keeps going up and up all the time and they don’t have a senior discount. Although I like the company and I’m satisfied with the service, I might not be able to afford it any longer. So I was very strongly thinking that I might cancel their service because of that. Still, I strongly recommend ADT.

I got sick one time and I didn’t want to call my daughter. Instead, I pushed the button and the fire department was out here immediately like Johnny on the spot. They helped me to get my daughter on the phone so she could come here to see about me. And if I forgot to the turn the alarm off, they will call me immediately to make sure I’m okay. ADT is reliable. I’m trying to get my sister to change as she always has some issues with her company.

One time the battery on the motion detector went out. I have three houses in the surrounding area and I have maintenance on the system in Alabama. The lady I talked to told me that they don't cover replacement batteries, but they do on my Alabama one. She said I have to do it myself, so I told her that she had to get on the line with me when I went get the batteries. She told me she'd walk me through it. The system was behind my TV in a corner high up, and I had to get a little step ladder and crawl behind the TV. She told me exactly what to do and I did it, and I was very appreciative of that.

However, the system kept going down right after we moved in. I couldn’t set it from the remote. I thought I was setting it from the control panel but I wasn’t. ADT sent somebody out here who tinkered with it and said it had a key mobile chip in it and it needed a Verizon chip because it would pick up better. That lasted a little bit of time and the same thing started happening again. I don’t know what was going on with ADT but they had some folks on loan. There were two of them who came that day. One man told me he was from Florida and he was sent up here. He worked a couple of weeks before going back home. He found that my old house in Midway had the number and everything was still in the computer system. He went through a process and once he got that out of the system, I’ve never had any more problems with it. I would highly recommend ADT.

The next day the techs came out and put all their equipment on my living room table explaining every piece. Stuff that I wasn’t planning on getting they were trying to sell more stuff to me. I explained I wanted what I signed up for and they then asked me what I signed up for like they didn’t have a record. They tried charging me for the equipment, which was supposed to be free and that I now had to pay 52.99 a month because I didn’t have a home phone. I told them then that I didn’t want it then, that this was all false information because the sales guy never even mentioned about me needing a home phone for that price and he offered me the free wireless camera too with the 27.99 price, so all this information was incorrect.

They then said I could call in within 30 days when I get my home phone and internet and they would then downgrade me for free. Well I called in yesterday to downgrade to the price I was quoted 27.99 and I won’t be receiving any wireless camera now since that package isn’t included in my price. Oh, and if I did want the wireless camera there would be a 299.99 activation fee! I’m so through with ADT and I’ve been dealing with enough right now moving and buying a new house. This is the last thing I wanted to be going through! I will tell everyone I know about my experience with you guys because it’s not right and definitely not integral to treat and lie to people to get new installations out! I would cancel my service, but now I have to pay 75% of my contract since it’s been past 72 hours installed!

I then called the ADT corporate office the next business day to complain letting them know that I wanted to cancel the service. They were sympathetic and promised me a discount so that my bill would now be $19.99 for 6 months. I was happy with this deal thinking that the corporate office of ADT had anything to do with my contract.

After about 3 weeks I receive a bill for the full price not the $19.99 I had been promised. I proceeded to call the ADT corporate office. They did have the notes pertaining to my discount. They said that all I needed to do was call Defender and let them know. Long story short after speaking to about 10 different people at Defender and ADT corporate I was informed that I could in fact not receive the discount. Not only was I lied to when I originally signed up with Defender I was lied to by ADT later when I still had time to cancel their service. I have never dealt with this level of customer service. They act like they hate their customers. I wish that I was with my old security company, dealing with them was 100 times better.

I called numerous times and got put on hold and transferred all over the place and hung up on many times. I am so pissed at this company. I can't believe they are not shut down. I hope someone stops them or sues them, but if not, DO NOT USE THEM. YOU WILL BE LIED TO AND ALL THEIR SALES PEOPLE AND SERVICE PEOPLE DO NOT CARE ONE BIT. Never try to get you to stay or help you out. STAY AWAY Please.

When I called ADT to get credit for all those month when I was not monitored, out of 6 months they offered us only 1 month of credit. We had a false sense of security and we paid $50 every month while we were not even monitored. To make things worse the customer service manager was very rude and obnoxious. PLEASE STAY AWAY FROM THIS ADT SECURITY. IT IS NOT GOOD AT ALL.

A gentleman from Safe Haven ADT Security (local dealer) knocked on our door the day we were moving in. We told him that we were nervous because we were leaving town the next day and didn't want to leave the home unsecured. I thought he was from the original corporate office. I explained the situation to him and because he was a local dealer he said they work with their own installers and he was ACTUALLY able to get an installer to our house in 45 minutes. Problem solved- we were getting the security system installed prior to leaving town! So I called the original ADT company and cancelled the order because they could not give us a reasonable installation date. This is where things get REALLY FRUSTRATING. We did not have a contract with the ADT corp office, they did not take a deposit and nothing was signed.

But according to a "dealer" agreement....if you even call any ADT dealer in an area and give them your address--they OWN YOU! They have this policy in place so It prohibits you from shopping around and getting the best deal you can--that's BS. But In our case it meant that even though we were able to find a local dealer to install the system sooner (actually the day we moved) the ADT Corp had a 90 day hold on OUR property without any CONTRACT. You (as a homeowner) are prohibited from hiring any ADT dealer to install a system even if they can do it much sooner or cheaper if it’s not the very first contact you make with the company. By the way-- most local dealers will give you a much better deal (another thing I learned) than the corporate office. ADT must not really believe all the BS they make you listen to while on "hold" or they would want me- their customer to protect my home as soon as possible????

So I had an authorized installer in my house for 1 1/2 hours waiting to get the greenlight from his dealership to begin installing. He waited until 5:30 because he actually felt bad that ADT CORPORATE was doing this to us.. A "customer service" rep explained there was a 90 day hold on our house from any ADT dealer because of the initial call we made not because of any contract. I was also told that there was not a manager or supervisor available that could release the 90 day hold. The last "customer service" rep I talked to told me the best thing I could do is to go to Brinks Security (ADT's direct competitor) to have the system installed. This is where I hold ADT liable.

I had an authorized installer in my house, the system could have been installed and I could have been protected. But of course it wasn't because of their 90 day hold policy. It was 5:30 in the evening, even if I called Brinks there is no way they could have sent someone to install their system that day. E. ** at ADT.com is suppose to be my contact at the corporate office to help me with this. You guessed it.... He has not returned a call or email. This company is happy to collect all of our month;y monitoring fees but completely unhelpful if a customer needs assistance. Karin **

I called ADT corporate and Defender to cancel my service once again and they claimed that I signed a three year contract and cannot cancel. They told me that I have to pay 75% on top of what I've already paid in order to grant my wish. They expect me to pay over $3000.00 for service that aren’t rendered. They advertised 6 months 100% customer satisfactory guaranteed or your money back. But, when I wish to cancel they can't honor that. Little did I know, if you accept their free stuff you are locked in regardless if they failed to deliver or show up to confirmed appointments.

Each time I called customer service they hung up in my face, transferred me to dead end and won’t give me the complaint department contact information. ADT/Defender is the worst company out there. Don’t depend on them to service or protect your home. I will advise people to do their research before welcoming this company into their home. They are dishonest, rude, unreliable, bad customer service and fraudulent. Beware, they will lure you with free stuff until it’s too late to cancel. They only care about a piece of paper call contract and don’t care about their customers.

When I asked for steps to go about cancelling my account because I was frustrated with service and we were brand new customers, I was told that today would be the last day to do so without getting charged the termination fee. Mind you, when I called in for a quote I was told that I would have to pay $99 to hold the appointment and it would not cost me a thing if I decided not to go with ADT. I was also told that I would be charged $299.00 for full installation but that it would not be the full $299.00. They were going to minus the $99 I already paid (which was $108.41 in all with taxes). All I would have to pay was the $200 to set it all up. They were also going to give us about $850 in FREE equipment. I informed them I was looking to get 4 cameras installed and was told that it was $139 per camera but that they would give me $478 of free equipment for cameras. No such thing happened.

The guy who came to install our system told us otherwise. Quoted us at $1700+ for 1 doorbell camera, 1 indoor camera and 8 shock sensors. Then called in to get a 'discount' and told us that all we had to pay was the $438+ for the first half of our installation fee and the second half would be due a month from the installation date. The person over the phone told us that they would throw in a smoke and fire communicator worth $235 with a $5 monthly monitoring fee for FREE. They would waive all costs. There was on such deal when the installation guy showed up. They told us the $299 fee would be for the cameras to be installed regardless of how many cameras we wanted to get installed.

I am not happy with my experience with them. It seems they have been less than honest this whole process. I am already regretting agreeing to set up with them and wish I had gone with someone else. If they continue down his path I will be submitting a review with the BBB and terminating my contract with them. I am giving them until the end of this week to fix these issues. Not a good start ADT.

Here is my ADT Account: Account Number: **. After being with ADT for over twelve years, I had to close my account with ADT because I had to sell my Home. I ask ADT to waive the termination fee because I had just finished a three contract in December 2018 and had only added a outside camera and I offered to pay for the camera if they would waive the $934.88 termination fee because I would not have a place of my own and had be a GREAT customer for 12 YEARS. Their answer was, "NO." So please stay away from ADT. They don't reward loyalty. I will be get another home one day but ADT will NOT be someone I would choose for my future alarm need.

Issue 2 - Called ADT to add a water detection sensor near my sump pump. Apparently the 2 month year old system that was installed is not compatible with a leak detection sensor. One sensor, I expected to cost no more than a $50-$75 add on would have turned out to be hundreds of dollars because I would have needed to replace (2) brand new keypads installed 2 months prior, (2) brand new motion sensors installed 2 months prior, and then the cost of the leak detection sensor itself. Ridiculous.

WAIT-- so this means if my car gets broken into in my drive (where I placed a camera because this happens a lot in our neighborhood) & I hit my upload limit, even if I deleted the clips, it will NO LONGER RECORD UNLESS THE ALARM IS GOING OFF! This renders my cameras useless if I have a theft on my property at the end of every month. I'm paying $63+ a month to have partial coverage. Debating if I should just go get my own cameras and have them take these back.

Original Review: Like many after a break-in 2 weeks ago we found ourselves searching for an alarm company. To our disappointment so far we went with ADT. We installed our system one week ago. We spent an extra $866 on equipment and cameras after being sold "better" equipment than what came in the free setup. When everything was drilled into place we were told our wifi was not capable of running the cameras, so in order to get them up and working we would need to get a better signal. Not a problem--old house--bad wifi--Google mesh fixed it. Fast forward 2 days, we now have that signal and no one can seem to set up the equipment over the phone (this is after over 2 hours on the phone being transfer and setting up calls with people who "knew how to set up these cameras"). So we are placed on a list to get set up to have a tech to come back out. I guess we will see how long this takes.

THERE IS MORE: Dog friendly motion sensors as long as under 40 lbs-we received one free and purchased one to the tune of 219 dollars. First time we leave the dogs set them off.... they adjust the placement.... Second time we leave the 12 lb dog sets them off. We now have two unusable motion sensors in our house leaving use "vulnerable" in two areas that were not well covered otherwise.

Vibration/shock sensors- we upgraded on 2 of these each at $50 (usually $150 a piece) a piece trading in the regular door/window sensors. I really love the idea of these and on our back door where the glass can be pushed out and one can walk through--I think it's a great idea but....we were told the side door with a dog door should likely have one too since the amount of glass in the door could fit someone through--and of course we asked-- "will the dogs this size set this off"-- Nope and it was even tested for us. First time we leave the dog door open--- alarm goes off from them going out of it....

I have messaged both our installer and our rep who sold us the system of which neither have responded. I do get this was a holiday weekend but I am tired of being on the phone with ADT telling me "we're sorry". We've been your customer for one week and have nothing good to say at this point. We have a house that is unprotected and are paying for a service we have yet to be able to use.

Then the installers came on 6/22. Two gentlemen showed up and went over the plans of landline vs cell. I told them specifically I am not interested in landline service and they then insisted the only plan was $59.99/mo. After I had explained my conversation about the $27.99/mo. plan with the two ADT sales managers, the install techs stated nothing like that existed and $27.99/mo. was for land-line service only. The installers tried to promote everything they had while they are very careful not to tell you any of the pricing per item. So when my wife and I started removing some of the recommended items, the price dropped but individual pricing was never provided.

After the total shock value of being WAY oversold my wife and I decided on 6/24 to have most of our equipment removed. When we called into the ADT customer care department the representative agreed we were grossly oversold and worked with us to come up with a new hardware layout and reduce our monthly rate. The lady helping had excellent notes she read back to me explaining exactly what to do, along with dropping and my monthly rate.

On 7/1 they were supposed to send another tech on-site. Before the tech showed up I called to confirm the equipment credit I was originally promised. I was told by customer care rep that the tech has all that info and she can't help me. Then the tech came on-site and had no idea what they were supposed to do (How can this be based based upon my previous comment). I walked him around showing him exactly what to take. Right before he left I said I need a list of stuff your taking and I need to know what my customer equipment credit is. He stated to me he had no idea what I am talking about and the office can clear that up. I mentioned the "Office" told me to talk the install tech who would have that info.

On top of this I explained my app was not in sync with the panel anymore with some probes stuck in the "tampered with" setting. This was one of the probes the tech didn't even touch but went offline when he was messing with the panel. He went over banged on it and then said I don't know sounds like app issue it will clear in an hour. Then left without removing some of the gear I specifically pointed out to remove when he first showed up. When I challenged him on his comment he said he had another appointment and was quick to get out the door.

Twenty four hours later the system and app completely are still out of sync and inoperable. I once again had to call ADT get the tech back out on 7/2 for yet another visit. When that tech showed up he confirmed the system was inoperable and should not have been left in this manner. Per the tech's recommendation we worked together to erase the system and rebuild our configuration to get it to work after multiple attempts previously trying to of trouble shoot it. Finally we got the system to work but still had to follow up with customer service to confirm inventory and final billing amounts. I was hung up on several times and everyone that I was able to get a hold of could not confirm the inventory we actually had. How can that be?

Today on 7/8/2019 it seemed they were finally able to tell me my total owed balance. They have tried to send me a new contract with the new monthly rate however never bothered to update the equipment I actually have. I refused to sign this contract as it is not correct. Today I asked to cancel the service and was told this is not possible without paying 75% of remainder of monthly contract. The original signed contract is invalid, as it does not represent the products that remain in our home. At this point all I want is to cancel this service and move on with my life. I would NOT recommend ADT to anyone based on my experience the whole company feels like a total scam with over promising and under delivering at every turn.

A couple of days later I called back and indicated since they had not chosen to waive the fee, I’d like to cancel my service as provided in paragraph three of the contract. They started back peddling and said they would waive it and credit my account. I told them it was a violation of the contract since they had run the charge through my bank.

The lady agreed and offered to cancel with a $50ish charge. I didn’t want to pay that either. When I called back a few days later (today) Sabrina tells me the contract is intact because they gave me back my money. I checked my bank and there was no refund. She meant they credited my account. This is all very shady and I regret having recommended them to friends. My story will now be much different. Basic trust is key when dealing with your security company. All I want is for them to cancel my contract like they said they would in paragraph 3. Very disappointed!

I'd love for someone to contact me so I can discuss the service I received - this makes me want to NEVER rejoin ADT and to recommend to my friends, family, and colleagues to do the same. ADT record calls - I'd love for ADT leadership to listen to that call and tell me why a 8 year customer who has never missed a payment and who had service at two house to be allowed to be treated like a 2 bit punk when they make the personal decision to cancel service and not renew.. Acct #**.

After over 6 years with this company, I had to upgrade my security which also meant paying more money – almost $60 per month. To get the pulse that everyone had, (which by the way wasn’t even offered to me as a “loyal customer” of 6 plus years), they extended my contract for that upgrade. I have had problems with the equipment being loose on the door and being told that I am responsible to fix it. The only time I got any help with ADT is when I inquired about why I paid for a quality service plan that was supposed to be included in my plan. Absolute poor customer service.

Just before I had the upgrade with ADT, I had changes with my phone lines and internet that needed a separate box for VOIP. The ADT technician who came never informed me that my current system that I had would NOT be incompatible with the pulse hub that had to be installed to my current internet setup. I had issues with my all of my communications and camera system and had to spend hours trying to figure out what was going on. I even had to have my internet provider come out multiple times to troubleshoot issues that were most probably caused by ADT. I even called ADT and had to speak with technical reps.

On the contract, ADT lied and said I had a traditional phone line when he obviously had to install the pulse hub in my office to my other internet VOIP equipment, then lied again when it is noted that a cell guard was included in the increase price on my new contract when I already paid for this previously. Also, he failed to inform me that I was able to decline the quality service plan which I didn’t need anyway since ADT always tries to find a reason why. 1. They can’t service their own equipment or 2. Why you need to pay more money for them to come out. Oh, did I mention false alarms? How about multiple false alarms when you live 30+ mins away. Dealing with ADT is an absolute nightmare.

After having to close my small business I called several times leading up to the day and no one informed me that I had to give a 30 day notice for me to cancel my account. When I finally called to let them know I was closed, the lady told me I had to give a 30 day notice. When I tried explaining my stance to a rep after being transferred at least 5 times, she didn’t want to listen to my grievances about this contract that ADT is trying to hold me to.

ADT hides behind their so called contract hoping that something sticks…. So they can stick you with fees upon fees in situations that are beyond your control. MY ADVISE: RUN!! FAST. Don’t get sucked into this company that has zero consideration for their customers. You would do better installing a boxed security system yourself, there are plenty companies that won’t suck you dry!! And since systems are wireless these days…

It’s better to have no contract and service your own equipment because if ADT doesn’t get you one way they will surely get you some other way. Also, make sure you file a complaint with the Consumer Financial Protection Bureau and the Federal Trade Commission if ADT does not resolve your grievances. The penalties they would have to pay for any violation will pale in comparison to what they are trying to stick you with. ADT? Question? How are you holding me to a contract that is erroneous and absolutely misleading?

Then when they create an official case to look into the issue and will certainly call you back in 72 business hours (which of course they don’t, 1 full week later), you can’t escape. In fact, when you call in to ask for a supervisor, and they tell you that all supervisors are too busy to come to the phone but one will certainly call you back in 48 hours (which, of course they don’t), you can’t escape. So, maybe you get lucky. Maybe everything runs smoothly. But are you willing to risk the $1700 that it will cost to get out of your contract? I was too excited to get a security system to think about this. I thought the fancy cameras and app would make up for it. I was wrong. You don’t have to make my mistake.

When the tech came out last time (about 2 years ago) he was wonderful and showed me my contract details on his laptop and told me that I should request a reimbursement for the battery that I paid for myself (I didn’t care about the reimbursement) but even then, there was no fee for him to come out and just reboot my system and get it working. That’s all I wanted this time... was to have a technician come out and get it turned back on but no, Brooke made it clear that it would be $96 for the first 30 minutes for someone to come out and take a look and then an additional $24.50 for every 15 minutes after. This is a JOKE of a company... They’ve definitely lost me as a customer and I’ll NEVER refer them out.

Goodbye ADT... Hello VIVINT. ADT... you should probably hire people that are happy with their job and actually try to help your company by keeping your customers happy ESPECIALLY your long term customers that have paid MONTHLY for your service even when the system wasn’t working for two damn years. Advice to customers - look into Vivint, they’re wonderful and offer even better deals and discounts if you’re switching from ADT.