ADT

They dupe you into a contract—if they have to engage you with a contract then ask yourself... are they really worth having? Mobile service providers have dumped contracts. Gyms are dumping contracts. I could have SWORN we opted into a simple 24-month contract. Most other providers are 2 years. WARRANTIES PROVIDED are usually 2 years. Not ADT though...THREE YEARS. A LOT can happen in 3 years. Your financial situation may change. For me—I’m now divorced, poor from getting divorced—extremely fixed income, no longer living in the house ADT covered, they have continued to bill me despite this for a service. They have been notified THREE times. Twice in November and once in December when some shotty salesman showed up at my door.

So ADT was FULLY AWARE I no longer resided at that address folks. Oh. They knew. My former joint checking with my ex has now been overdrafted—I work full-time, I just haven’t had a chance to shut it down—and I was thinking per a conversation I had with a man back in November that I would no longer be billed and they’d send me the final cost of breaking contract. And they’re still pushing that they actually deserve the rest of the contract! UNBELIEVABLE. WAS NOT UNTIL TODAY I actually received the feedback that I have to give them—IN WRITING—my cancellation.

They don’t care about you, just your money—despite my pleading based on my personal circumstances and absolute displeasure with their product in my house...they still persist in holding a poor person to fork over hundreds of dollars to cancel the contract. There’s no empathy, there’s no regard. An example of good service for me—I was a customer with AT&T’s mobile service for YEARS. We moved somewhere where their cell service was shotty. They released us from that contract and waived the fees and thanked me for my business.

I had largely a good experience with them so I went back to them after 5 years. I don’t know...return customers are kind of thing. So you’d think ADT would be interested in the longevity of their company by meeting their consumers where they are at...unless this company gets a MAJOR overhaul and new service offerings...I will NEV-ER come back. And by the attitude I have received, they don’t give a flip about your business. Just hand over that money.

He did NOT have the doorbell camera and claimed that they didn't carry them because in the winter it got too cold and the camera would freeze up. He wrote up a quote for cameras and installation and it was over $1,500. I told him that was not going to work. TOO EXPENSIVE!! He came back with a quote of $538.26 so I agreed to that price. He had me sign some forms and I noticed that the monthly charge had gone up to $58.00. I told him that I was quoted $27.99 per month. He said "it's only a form that we need signed, it's not a contract". You will get your contract via email. So, I signed it. Not very smart on my part!! When I received the contract, I did not sign it because it did say $58.00 per month and that was not our agreement.

November 20, 2018 I called 1-800-689-9554 to cancel everything and I asked them to come and pick up their equipment. I spoke to April (very helpful) and she told me that in order to cancel, I had to write a letter of cancelation and fax it to **. I wrote the letter and faxed it in the same day. A guy named Cody ** (claimed to be a supervisor) came and removed the equipment. Paint was peeled from my doors from the removal of the sensors. When I brought it to his attention he told me that a little paint would take care of it. Today is January 13, 2019 and I still haven't received my total reimbursement. After numerous phone calls. 01/02/19 I finally received a refund for $106.79.

Keep in mind that they charged me the $106.79 on November 17, 2018 along with $538.26 for the equipment and $81.93 to get the app on my phone. They still owe me a balance of $620.19. I keep calling and they said that it takes 30 days to get my money back but it's been since November 20, 2018 and I'm still waiting. I would strongly suggest that if you're looking for home security, DO NOT go with ADT. Keep looking... Quick to take your money but not as quick to give it back!! By the way they told me that the $27.99 price was with a landline. Maybe their employees need better training because I told David and his supervisor Carly ** that I did not have a landline.

Explained to ADT representative that we did not want any extras as we did not want to pay any additional monies. The representative took our credit card information and charged us $74 installation fee as we agreed. The installation was scheduled and ADT technician came to our home. The ADT technician never specified there was any additional costs. He just stated he was unable to perform the work because there was no internet available in our new home yet. We rescheduled the appointment for another date.

On 1/10/19 the ADT technicians came to install the service, but advised it was only one motion detector, one door/window sensor and wireless panel. When we explained this was not what the ADT sales representative had explained the ADT representative in my home advised that he didn't fully understand the order because some items were written within the notes. He stated he had to call his manager to get clarification. He then stepped outside to call his manager. He re-entered my home and advised that the order was only for the only one motion sensor detector, one door/window sensor and wireless panel. He stated that we would have to pay for each item additional and each item would be $80 to $150 for a total of $1,400. Advised that we would not have agreed to this from the very beginning as our home has many entry points.

We explained the situation and ADT representative at our home agreed that their technician made a mistake in offering the full security system for $74.99 and that this happens repeatedly. The ADT representative stepped outside again to call their manager to see how they could rectify the situation. He came back in and advised since there was a mistake on ADT's part that his manager would allow the installation to be completed for $325. Advised the representative that we should not have to pay for their mistake. Felipe (ADT representative) stated he understood, but he had to take direction from his manager. Asked if we could speak with his manager he said, "No. That is not going to do anything. We have to charge you $325 today to do the installation of the full security and that is giving you a discount."

We expressed that we were dissatisfied and that we were not paying for something that was promised to us when we did the sale. He apologized and agreed that he understood, but that it was all he thought his manager would do. Again asked if we could speak to his manager and Felipe stated that would not do anything. We told him, "Ok then let us call ADT customer service and discuss this matter with them." He agreed and waited for us to call and informed us that we could ask to speak with the loyalty team. We asked for the number and he stated it was 1800-ADT-ASAP. We called ADT. We were told that we were not customers because the system had not been installed yet and that we had to speak with the technician on site.

We advised ADT that the minute they took our money we became their customer and that we needed to speak to someone because we were sold something and they were not honoring what we purchased and that the ADT technician on site was not able to do anything for us as he mentioned. We spoke with an ADT representative in the pre-installation department and spent 1 hour and 6 minutes while the on site technician was asked to stay in my home for resolution. The ADT representative on the phone apologizes for the ADT sales representative and advised that the matter would be escalated to the sales representative's manager for employee correction and that they were going to deal with the employee matter, so asked if we still had to pay the $325 and he stated yes. Advised him, "Why do we have to pay for their mistake?" He said he understood and that he was trying to see what he could do for us not to pay the $325.

Explained that this is not the way to do business as I had to take off work and promised one product to receive something else. The ADT representative on the phone apologized and continuously advised if could remove give the $325 discount for us, so that we did not have to pay for it he would. He said that his system was locked and that he could not make that type of correction. Requested to know who could make that correction. He said, "No one."

Requested to speak to the supervisor. He said he was the supervisor. Advised ADT representative that everyone has someone they report to. He said, "No I am it." Requested again to speak to his manager. He stated she could not do nothing for us and he was our last option and us paying the $325 for their representative's mistake was the last option for us. Advised him this is unethical, dishonoring on their part and that their mistake should be corrected/rectified. That we are completely dissatisfied with their service and that we wanted to file a complaint with someone in his hierarchy. Again we were told "I am it".

We again asked to speak with his redirect manager he said she could not see anything in the system and would not be able to make any changes. Requested to speak with a senior management level to be told that there was no managers on site. That all their supervisor, managers and senior level managers had left an hour prior for the day. He said he wishes he could do something for us to not have to pay the $325, but his system was locked and would not allow him to do so. He stated he also spoke with his IT department and that they could not remove update the system for us not to pay the $325.

Requested if they could place the $325 on our bill and then give us a credit on the bill for the $325, so that technicians could start the work and we did not have to pay for their mistake. He stated the system could not allow that, but it allowed to break it out in 3 payments and we had to clarify with them if this meant they would refund/credited our account, so that we didn't have to pay the $325. He said he wished the system would allow him to, but he said the system would not allow that. Requested to speak to senior level management again and told there was no one we could speak with.

At the end of the call he stated the invoice/contract we signed, that not even the ADT technician on site could understand, was the document to look at. Then requested to speak with his manager again and he stated, "The contract states what you receive." Then he said, "I will patch you thru to my supervisor's mailbox," so requested supervisor's name and was informed it was Kirby. Requested supervisor's last name and he advised Kirby **. Requested ext **. Advised him if he had any questions of why we were dissatisfied and advised again why we were dissatisfied, and that they should honor their sales representative's mistake and that we should not have to pay for that mistake. That is it unethical to state he does not have a manager or supervisor after we request to speak to them repeatedly.

Advised them that we will be filing multiple complaints and reiterated them all to the ADT representative again. Advised representative not to cancel the order as we will be filing complaint and want to speak with someone that will rectify the issue. Requested the patch thru to supervisor's (Kirby **) voicemail which only said numbers and left a message.

In review of the invoice we received that we paid for it states keyfob bundle with: and then there is nothing explaining what the bundle is. Also, another item states complete pack we assumed this is everything as it was originally explained to us by the sales representative. Also, explained this to the ADT representatives on the phone. If you're on site employee has questions on the order imagine us as the consumer." We took the word of the sales representative of what these items meant and it was a true bait and switch. Now we are left with no security system and the $74 not in our banking account. We are asking for resolution of this matter.

I requested the system to change and yet the technician had no intentions in changing this system; because he didn’t bring the equipment per order request; then take the system off and placed it back with the wires hanging out of the wall. Again, yet I’m paying for this type of service. In conclusion, tell people what they’re getting and allow them to make the best judgment on what they pay for, “you get what you pay for”! Personally, I don’t know what I’ve paid for; a box attached to wall with wires hanging out!

The armed response on the road is excellent!!! That I give a 10 rating but the rest is pathetic!!! They took the debit order money but I'm still waiting for an inspector to come to my property, because installation looks terrible!!! I think my 10 year old niece would have done a better job! Because my whole living room is full of wires. They punched holes in my ceiling with screwdrivers and sticked wires against my wooden walls!!! All the door magnets are falling off! I'll make definite sure no one uses ADT!!! They are losing their client because of bad service!

On top of that, all our windows and doors were even covered, and each little gadget per window cost an arm and a leg. We felt utterly scammed; tricked and pressured into paying way more than we thought we would. The man seemed like a professional, so we calming explained how we felt - he spoke to his supervisor and they worked with us a tiny bit on the price. This entire process took some time and we needed to leave for work, so we agreed to pay the equipment cost of about US $2500 in four installment, but he needs us to sign the contract that day. We are in hurry to go work and believed that the guy is from ADT corporate since he has ADT van and we signed and given the credit card information. Later we forgot about the contract since we were busy with the work.

After a year, one of my family friend came to our house and he asked about ADT Security system and how much ADT charging monthly for the monitoring. I explained to him everything and that is the time he told we are cheated and bullied by ADT/ADT Authorized dealer. The technician did not install the motion detector in my home, however this is the basic equipment that ADT advertise it is free with the installation. We felt very same. Even though we have very basic door/and window sensor in our home, we are paying $ 52.99 as monthly monitoring cost to ADT. It's been a year with ADT, I would not recommend anyone to go with ADT. ADT will send Authorized third party dealer and cheat the homeowners. My experience with ADT is very terrible and my humble request to homeowners not to go with ADT for home security system. Now I am trying the way to come out from ADT.

I spoke to 2 employees of the Defenders Protect Your Home Service who is supposed to handle this problem. Last time I called was in December and I was told that someone "Robert" would get in touch with me that day which he did not. Last time I called customer service I spoke to Nicole, the first time I called I spoke to a dismissive Marlene. The original installer of the service was Micah. I already feel as though I have known these people all of my life. This $571.55 is very important to me. Please resolve this quickly. I Worked with you in good faith...do the same for me.

December 14, 2018, I received a bill from ADT stating that I owed 920 dollars for canceling the service. I called them back and produced the email that Nancy ** had sent me stating everything was taken care of, and the account would be canceled on December 14th. Now, I needed a letter from the Nursing Home and the lady I was speaking with assured me that the account would not be charged.

So on December 27th, the Nursing home faxed over the letter stating my mother was a resident with that facility, and they received a confirmation back from ADT. So you can imagine my surprise when on January 1, 2019, ADT tried to withdraw the $920 dollars from my mother's account. Luckily I didn't have that much in the account, so I was just charged a return-draft fee. I tried to call again, but the wait was 15 minutes. So on Monday, I am reaching out to my Parent's Elder Law Attorney to file a suit against ADT for taking advantage of an elderly incapacitated person. #ADTWORSTCOMPANYEVER

Two weeks later it happened again. Being that I’m an electrician I decided to investigate myself. Once I opened everything up it was clear what happened. They installed the thermostat wrong causing the heat coil to run all the time. It was running during air conditioning mode so the blower didn’t kick in to cool the heating elements. And that was just the beginning. They refused to compensate us any for the HVAC system being destroyed two times. We were locked in contract with a 2000.00 early termination fee!! So they offer to reimburse us for the Nest thermostat. I removed it myself 'cause obviously I wasn’t waiting three weeks on a technician and letting my family do without. They said they would have a technician stop by and pick it up then cut us a check.

Two months later he came by and they credited our bill that surprisingly enough went up at the same time by 10.00 a month. Months later it went up again and then again. We were told they installed Nest cameras and come to find out they were ADT which means you can’t use them with any other software. When we moved we took our system to the new house. We called to have the address changed and they said we have to sign a new three year contract!!! Not to mention they drilled a hole thru my siding instead of using the wire penetration and grommet I had already installed for them prior to installation. And if that’s not enough they ran 60’ of wire across my siding leaving my security cameras vulnerable and my house looking terrible. I was extremely surprised to see that they ran out of wire and made a splice in the low voltage wire (generally not a problem) about two inches from the blow off on my propane regulator and tank!!!

Busted the corner on the siding, had two break ins that went unreported and horrible customer service. So in the end if you want to be scammed for money, your house burn or blow up due to poor electrical work, be disrespected on the phone and con into a contract that could potentially cost as much as 2000.00, or have your home invaded then they are the company for you. In my opinion, these people have no morals and no respect for their customers. They feel superior to the customer and operate as if they are above the law.

I had specifically asked that they thoroughly explain and show her how to use the system and was assured that it would be done. I live 4 hours away and could not be there personally that day. He also installed unrequested equipment which another tech came 3 days later to uninstall, but still being charged because he forgot to have her sign new contract. Came back December 6 to have her sign... Still being charged. Totally unacceptable service.

I still have my normal ADT monitoring but since I can't seem to get a tech to fix it when I'm off work it's no use to me and a waste of money. Then I got to thinking... What if my whole system goes down and I REALLY need a tech to come out when it's convenient to me... Still she says "no repairs after 5 and on weekends". I'm under contract until November of 2020. I asked the lady "what if I cancel with ADT and go with Xfinity because ADT can't service me on my time and Xfinity works weekends?" She informed me that I would have to pay 75% of what is due on my contract. I feel as if I have been used and cheated by a very well known company. I'm not sure that I will keep ADT for much longer. So be prepared before signing up with ADT. Again I have never had a problem but they are more than happy to take your money on a Saturday but they will not come fix a problem you are having.

We called to have someone come out to see if we can get The system we actually want and they told me I HAVE to pay for these useless cameras and new cameras if I wanted the proper system. Basically paying double for no reason since these cameras do not do what we want. I called customer service and they said ADT only has a 3 day return policy not 60. So while my family has no peace of mind when leaving the house ADT is lying to people and working to squeeze every penny out!! Absolutely ridiculous that money is more important than people’s safety! On top of that they have locked me into a 5 year contract with this useless security system. I will warn everyone I know to stay away from ADT. They are a money scam! If you are considering ADT, run as fast as you can!

Now the final insult. I've been trying to cancel my account since Dec 22. The lady who took my call was very pushy trying to get me to stay, offering free things, putting me on hold. Finally she agrees and tells me the service is canceled then hangs up on me. I had to call back to ask to have the panels removed. They then told me I would have to pay $154 per 30 minutes for a service call if I wanted the ADT tech to remove the panels. Obviously I didn't want to pay that so I removed them myself.

I got what I thought was my final bill and logged into myADT.com to confirm. Turns out they didn't schedule my cancelation until Jan 21. I called and they told me the contract says 30 days notice. Refused to allow me to speak to anyone else. Could not, would not offer a waiver even though they just tried to give me 2 months free. Mind you I've been a customer for over 5 years and paid on time everytime! Also, the contract specifies 30 day notice while in current billing period. The January billing period hasn't started! TL/DR: called ADT, they told me to ** myself!

On top of that, all our windows and doors weren’t even covered, and each little gadget per window cost an arm and a leg. We felt utterly scammed; tricked and pressured into paying way more than we thought we would. The man seemed like a professional, so we calming explained how we felt - he spoke to his supervisor and they worked with us a tiny bit on the price. This entire process took some time and we needed to leave for work, so the man reluctantly told us he would come back to finish installing, but he needs us to sign the contract that night. After work, we read over the contract (which did not even have our address spelled correctly) and we decided we really felt uncomfortable being bullied into this expensive plan.

We decided not to sign and request the installation fee back. Yes, now we have an inconvenient hole in our wall for nothing, but better than that going down this ADT rabbit hole. So we thought. Turns out, WITHOUT EVEN SIGNING THE CONTRACT, they started charging our credit card for a service they did not even complete! Nothing was installed except for the main hub, which to remind you is not connected to any other device or phone line or anything. IT'S USELESS. We have no security and no contract and still ADT was charging us a $52.00 monthly rate and the $105 installation fee.

We tried to get a hold of an ADT customer support person, and after being transferred from sales to customer service to who knows where an hour and a half later on this endless phone scam, someone finally said they'd “put in my request with a supervisor and be called back in a couple days.” Of course I was NEVER called back. I finally had to contact my credit card company to explain everything and THEY refunded me the money.

The entire ADT experience felt disgusting and phony. It was oddly convenient to be told a higher price after installing the main board. The installer never even contacted us or came back to try and finish the job they charged us for (even though we already tipped the gentleman because he seemed like a nice guy). At least we never signed a contract so they have nothing on us. NEVER SIGN ANY CONTRACT WITH ADT. We'd never go with ADT or recommend it to anyone!