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.

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.

I have reported them to the BBB and no reply, They will reply here that they are sorry but they are not. The area manager on the west coast John ** has done nothing to help but keep offering discounts that I will never accept. I do not know what to do? Next to hiring an attorney you will never get away from this company. Shame on you ADT for doing this to so many people. The company needs a class action lawsuit against them, oh there has been and they do nothing but keep collecting money. I have documented everything to prove it. They have no valid contract on my account that I have seen as of yet. Buyers beware and never sign up with ADT. You will be SORRY!! Would give no stars if that was an option.

They went ahead and installed the security alarm and told me to get a better internet provider and they would come back and install the cameras, no charge. I told them that no other provider serviced my area but they didn't care (it was all about the sale). I found another security company that actually did work with my internet, so I called ADT to cancel their service. They made me wait 30 more days before they would actually cancel the contract and I had to pay them for it even though their equipment wasn't even hooked up or monitoring anything. Then I got an email stating that I owe them $1300 for cancelling, EVEN THOUGH I DIDN'T EVEN HAVE THE SERVICE A FULL MONTH! I just looked at my credit card and they have charged my card for the full $1300 even though I didn't consent to it. I'm furious STAY AWAY FROM ADT!! I'm telling everyone I know to stay away from this horrible company.

When I offered to keep services at our new home, I was told that ADT does not service Germany. SO... your company is telling me that you cannot provide services that you demand I pay for?!?! I am not talking morality here. I am talking FRAUD. You are a terrible company! You do not care about your clients. Your logic is insane: my husband gets the transfer, but I am liable because I do not have a job in our new location?!!! You sent me on a calling chase, resulting me in speaking to nearly 10 different people in various departments over the course of 50 minutes. Your lack of logic and consideration for people is disappointing and enraging. Not to mention that your logic is entrapment of clients and fraud (yes, I am mentioning the word again). I hope to make sure no other family falls for your deception. Rest assured I will continue fighting. (My message to ADT.)

ADT outright refused to lower my monitoring cost for the inferior cameras. They also refused to provide me with a better camera when one comes out unless I paid for the new cameras. My wireless is fine, the ADT cameras are pitiful. After being an ADT customer for almost thirty years I am seriously considering having the entire system removed and going to a different security company. Nothing but rudeness, dismissiveness, and a runaround from the technical, sales and customer support departments. This is unacceptable for a company with over 140 years in the business.

Now about the cancellation part, I called to cancel on 5/14. They said there is a 30 days cancellation policy so I'm still being charge for the June, but at the wrong amount. So I called 2 times and was ensured that the credit amount will be refunded back to my credit card. I waited and waited and nothing came, so I call again for the fourth times. The two ladies account manager and billing department (Whitney) was able to help me understand the billing part and actually have to initiate a Refund Request (they promised to send me a check this time), which the previous 3 representatives never did. They also helped remove the autopay from my account so that I don't get charge again in the future months since my service is already cancelled, another thing the other representatives never did. Dysfunctional business process. Now that I'm gone, I will never go back. I will also advise all the people I know to never deal any business with ADT.

So, now I either get a new contract and pay so much more for new equipment or they continue to withdraw money from my account for services not rendered. So far, my account has been debited in May and in June despite the fact that I don't live there. This is called arm twisting customers into spending more money!! Please return my money and cancel my subscription!! I will publish this everywhere!

Now, here's where it gets interesting. The "free" camera is $299 to install. Call customer service thinking maybe if I go with the higher monthly service they'll cut me slack or give me a discount on installation. Nope. They won't. Not only won't they give me any discount on installation, the young lady on the phone decides she needs to quibble with me over my choice of words, correcting me when I call it a $300 installation, when it's really only $299. Very argumentative. And, as others have pointed out, they are happy to let me leave with a sour taste in my mouth if I'll just pay them the 75% of my remaining contract balance. Wow. They don't care. They're not even trying. And why should they? They have you for the balance of your contract term.

Read the fine print on the "free" doorbell cam offer: It actually says it's $399 to install. So, it was never going to be "free" even if I'd had it installed on day one. Very misleading. Surprising that a company with the sort of brand recognition and celebrity endorsements that ADT has cannot figure out how to do something as simple as good quality customer service. Repeated calls to the company result in no position effect. No supervisors will get on the phone. You're either given to a rude service agent or put into indefinite hold until you give up. ADT, if you read this, spare me the polite written response which is just for public impressions and take this advice to heart: You'll do much better if you can figure out how to not treat your paying customers like we're the enemy. A little politeness, warm human interaction, and quid pro quo goes a long way with decent, law-abiding citizens.

Then, on top of that, the other day the alarm went off because I couldn't get there in time. It went off maybe less than 20 seconds, but I expected the always monitoring ADT would be reaching out to ensure everything was alright. Nothing. No call. No nothing. So, hear me when I say this, and this is just speculation on my part based on my actual experience, if someone catches you off guard, holds a gun to your loved one's head and tells you to disarm the system, nobody is going to check on you.

That's right. Nobody will be calling if they can simply force you to put in your code in less than 30 seconds after the alarm goes off, or however long it takes them to actually do something. I understand that a large amount of security is bluff, but when bluff turns into false advertising and angry customers, it's only a matter of time before things go bad. These are just my opinions, but they are based upon the facts I've experienced.

The young man who originally sold me ADT told me not to worry, he would take care of ending the contract. But he never did and I continued to be billed. I would call him and remind him to take care of it but he never did. So I called the main ADT number and was told it would be taken care of, but it never was. Recently, I received a letter from a collection agency for close to $1000! Again, I called ADT and was told someone would call me. No one ever did. Today, I called ADT again and was told there is nothing they can do because the bill has already been sent to collections. Excuse me? I was let down at every step of the way by ADT. I would never recommend this company to anyone. They really just don't care.

1st month goes by I receive no bill. 2nd month no bill. I call, they say, "Sir you have a zero balance with ADT." She says, "I'll transfer you to Defender Services." I said, "Who are they." She said, "Your service provider." HUH? I called ADT. Defender can't see a bill. So in the meantime I make a $31.00 payment to my ADT account. Defender can't see that so they call ADT Corporate to confirm. They confirm and Defender says they'll pull the money to pay the bill that they can see all of the sudden. Now she can see I owe $30.02. I ask then to set up an electronic payment. She transfers me to add my account, they charge me $30.02 immediately instead of pulling from my ADT credit. ADT corporate then credits my $31.00 because Defender double charged me. Took 5-7 Business Days. In the meantime I'm waiting on a credit from Defender that caused my "bills account" to overdraw because of the double charge. Defender owes me $37.50.

So I call 6/24/19 because I was promised it would be in my account on two different occasions by a supervisor named Sam. Sam wasn't in so I got another Supervisor. SAM NEVER RETURNS CALLS OR FOLLOWS UP WHEN HE SAYS HE WILL. Told the story for the 10th time because Defender will not keep notes or comments in their system. She then tells me they refunded it on 6/19/19 but to the card that was used to process the $109. I opened a different account since then at a different bank and that's why I gave them my new account number to set up auto withdraw. She told me that I would have to wait for the bank to kick the check back to them and then their accounting department would rewrite the check and then mail it to my address. This will take up to 30 days now.

The associates and supervisors have no idea what customer service is. There is no follow up from the staff or managers. When I called ADT to get this fixed they just shot me to Defender and left the conversation. I just want my refund of $37.50 and to know if when I gave my account information to Defender security if it stuck and my payment will withdraw on the 1st of every month. Please advise. DONNY **

The next day the camera stopped working. We call service to send someone out. They tried to troubleshoot the camera but it was not possible. The tech showed up over 3 hours after the time frame they gave me. I was already in jammies for the night. He didn’t say much except that the transmitter went out by the modem. He replaced it and said it’s all set and left. Well the camera never recorded. The camera kept going off and on. They tried to troubleshoot while we were on the phone for about an hour but it wouldn’t work.

So the next day I called (Thursday) they said they couldn’t get a tech out until Monday. Well it’s Monday they were suppose to be here between 11-3, I called at 12:30 to get an ETA they tried contacting the tech 3 times and told me to leave a message so I left a voicemail. 5 o’clock I call again. The rep puts me on hold and the call drops, I call again. Rep was nasty to me and raised her voice telling I am NOT my husband. She cannot talk to me, and hung up on me! I called again and asked to speak to a supervisor and was told that they don’t have one on call. He put me on hold to contact the rep and hung up on me also! By this time I am furious!

I had to wait for my husband to get to the office out of town. He was traveling all day. He spoke with someone and now we are scheduled for Thursday from 10-3. He was told that there was a system error and they didn’t have a technician out. Why didn’t they tell me this? I sat home all day waiting and getting hung up needlessly. We have 30 days to decide if we want to keep this system. Well time is coming up quick and they are not responding as quickly as I had hoped. Or not at all. Will be toyed with as other customers to get our money back if we cancel? I am VERY DISAPPOINTED in their customer service and response time. This is their LAST chance to get it right. All they had to do today is bring in a new camera. What’s next?

Original Review: When my GF and I moved from our one bedroom apartment to our two story apartment, they where charging us for both apartments. When we called ADT to see what the issue was they sent us to Defenders and the person on the other line gave us a number to a sex line. And after we got that resolved they said they would refund us back our money, but instead sent us a new bill. And when we moved to from our apartment to our new house, we called to set up for a move transfer. They charged us $99 and ran our credit score. And we still didn’t see a technician to move the equipment, and we have been given the run around for over three weeks. And we are to be out of our apartment by the end of this week.

ADT says our contract is through Defenders and to set up through them and Defenders keeps telling us even after they hang up on us, that they don’t have a valid account with us. And to call ADT and then ADT tells us to go through Defenders. Till finally I wanna able to get a hold of someone who got me transferred to someone to set up for a technician to be at the apartment on the 27th to box the equipment. And she told me he/she will be there to box it up and to move it to my house, even after I said I want to cancel the service.

So, now will be having to deal with the technician on that day about that. I don’t want him/her to show up at my house. Just take the equipment from the apartment and leave. Worst Company to deal with, and I will even will be telling people not to do business with ADT. What a joke of a company to deal with, SCAM ARTIST TO THE FULLEST!! I am putting a one star on here cause they are forcing for that star rate, if I could do a Negative 5 stars I would!!

Well the tech comes out and says there’s $99 installation fee and fees on top of fees. I also realized I wasn’t get half the equipment I was promised. 3 months and $300 later my system stops working, cameras, the app, the entire thing. So I call ADT up, go to find out I AM STUCK IN A 3 YEAR CONTRACT! But I had 60 days to get out of it if I had documented proof that there are issues. I said yes I’m having issues, she says, "Well I see one issue you had but we fixed it so unless you pay us 75% of what you owe us you’re stuck." Whatever.

June 2019 my system is having connection issues. They try to troubleshoot over the phone but no luck so they send someone out. I’m thinking great! The system sucks and I cannot wait to get out of this contract but for the time being everyone is nice enough to check on me. I spoke to at least 5 different people. At no point did any of those 5 people tell me that it was going to cost me $25 for the tech to come out and SELL me an upgrade, at no point did those 5 people tell me that I was going to be wasting a full Saturday waiting for this technician only for him to come upstairs and say “We are moving the cell service to 5g. Your system is on 4g and unless you pay us $100 for a newer system there’s nothing I can do, I’m sorry”. You have to be kidding me! You mean I wasted my time sitting in my home from 12 to 5 pm for this guy to say he cannot do anything unless I shell out more money?!

Then when it’s time for him to go I have to sign his phone. The tech says “Sign here. It’s basically saying that I came out and you chose not to do the upgrade”. I say, "Okay you did come so no problem." Upon reading the email that’s sent I come to realize I am being charged $25 for this man to spend all of 4 minutes trying to sell me on another $100 worth of straight garbage!

I call ADT and explain my situation. The rep says “we can refund you the $25 because no one told you there would be a charge (yeah funny how that was left out) but because we use cell service so you don’t need a landline you have to pay the $100 and it’ll be $900 to get out of your contract”. Awesome! Read the reviews people! ADT is complete garbage, they are liars, scam artists, and cons. STAY FAR FAR FAR AWAY FROM THIS COMPANY! I’ll leave my review everywhere including social media!!!

After further discussion they said someone needs to come out and fix it so they can get the signal.. well. It’s $180 for every 30 minutes!!! Are you kidding me? We have had this for 20 years and have never had a problem and tested it last month. They should be providing us a free service to come out and fix their problem, especially being loyal customers for 20 years. Needless to say we are looking at new alarm system companies because what we experienced was a huge disruption, lack of knowledge and a smack in the face. Oh and currently our alarm system isn’t even on, it's disabled because they don’t know why, but yet we have to pay so much for them to come out.

I asked for the phone number to my "Local" ADT and they said they don't have one (even though they called them, they cannot give me a phone number). I have paid ADT monthly for ten years totaling over $7,000 for their basic alarm system and now they are treating me like I am trying to get out of a contract that does not exist. If this is how they treat their long time customers I would never recommend them to anyone. I am Very disappointed with ADT!!