ADT Reviews

I talked to three more people and they found an account but it was my mom's! Really? Finally, they found my account and told me I had to call the installer to stop payment. I informed them I already had done that, so they finally found a note that the installer had called. At this point, I was pissed! I told the lady I was being nice because I had closed the account the draft was coming from, so no money is there for payment anyway! So, she stopped the draft and then gave the address the bill would be sent to. Guess where? To my mom's house! Really? They are the worst people I have ever dealt with in my life!

Initially, I called the national office's 1-800 numbers etc. to try to get the matter resolved. I thought they would immediately realize their mistake and gladly help me. Wrong. They were incredibly rude, disrespectful and refused to refund my money even after providing them all of the evidence they needed to account for the error (bank statements, electronic check copies, etc). I called everyday only to speak with numerous "supervisors" who could not care less and would not help me. After my unsuccessful attempts trying to deal with the national level of business, I reached out to the customer service representative who initially sold me my system. This gentleman was very apologetic and I believe he has tried his best to be helpful. However, it has been almost two months and everyday he tells me, “It's being taken care of, the money will be back in your account today.”

Everyday passes by and the money is still not in my account and they are always just "working on it". Unacceptable. That money should be sitting in my checking account accruing interest for the last two months. Thank goodness we are not a family who is desperately in need of $220 or I do not know what I would do. I do not know how this company has been in business for so many years. Save yourself the headache and look for a different option. Crooked is the only way to describe their total lack of professionalism. I personally feel very violated that ADT made a transaction without my approval just by using my checking account and routing number. ADT has stolen from me.

My second complaint is regarding the fact that when we had a false alarm (April 2012), shortly thereafter, we were sent an invoice for $56. As we pay $5 a month (allows three false alarms a year, etc.), I was surprised at receiving the invoice. I immediately called customer service and asked why we were invoiced. The individual said that unfortunately our account did not reflect that we had the insurance but that she would update the system and advise accounting that the invoice should not have been sent. Then at the end of April 2012, we received a reminder invoice. Once again, I contacted ADT and Chantal **, on May 2, 2012, informed me that the information in the computer system had not been updated as I was promised in April, but that she would take the required action.

Now this afternoon (May 18, 2012), I received a call from ADT accounting asking why I was not paying my invoice. It is totally unacceptable that we (as valued customers, or so we think) are being treated in this means and are having to make three calls in a one month period to ask that someone please reverse the invoice. I spoke with Angie ** in the Ottawa office at approximately 1:40 this afternoon and she has advised me that she had taken action in the computer system to reverse the charges. Following that conversation, I called Ken ** at accounting to make sure the system was updated and he confirmed that it was. As a customer, we are satisfied with the service Angie and Ken have provided, but I am not at all pleased nor satisfied with the service up to this point. I am hoping ADT will take our complaint seriously and will find means to bring back our trust and confidence to ADT and the services it provides.

My husband and I occupy the first floor therefore we didn’t realize that there were no sensors on the two windows upstairs. When we had a false alarm, we called ADT to come and investigate. We were told that we had to contact the independent dealer because we were still under contact with them. This is the independent dealer which is under contract with them. Prior to calling the dealer, we checked all the windows, which was the time when we went upstairs and realized that there were no sensors. When the tech came, he notified us that it would be an additional $300!

Not only did I feel I was taken for a ride, I felt as if there was a bait and switch, costing almost $3,000 and disgusted that the dealer wanted more money for a job I was already over charged. I contacted ADT and was told to speak with the manager of the company of the independent dealer, if they do not resolve this issue then ADT would assist me. I sent the manager of the dealer a letter on May 2, 2012. I still have not heard anything from him. Today, I called ADT 5 times and was given the runaround. I am utterly disgusted with the dealer and ADT.

Further, the Residential/Small Business side of ADT is completely separate from Commercial business with independent Sales, Service and Installation all the way to the senior executives. Later in 2012, they will actually become two separate companies and commercial customers will no longer be doing business with ADT, they will become customers of other TYCO owned companies (ADT will become exclusively Residential/Small Business and may be purchased by another company such as AT&T or GE).

Field Operations (both Residential and Commercial) are guided by local management whose all-consuming objective is to meet/exceed their “personal” goals to earn bonus/commission, cash! All too often local managers “interpret” ADT corporate policy to optimize the opportunity to obtain their personal bonus, often at the expense of the ADT customers. This is driven down through all levels of field management, measured daily, and subjects individual performers (salespeople, service tech, installers) to severe condemnation if the management goals are not achieved. This is why a true sales professional is such a rare find at ADT. Customers are often under the mistaken impression that by contacting local levels of management (Branch, Area, and Regional) they can obtain actual assistance. In fact, managers rarely answer their phones at ADT. Even when your professional requests assistance for a customer, the manager will “pass the buck” to anyone they can to get issues off their plate. Often, they will simply send an email to some person in the ADT organization and then “assume” that person will follow up. This is where customer concerns and issues fall into the “black hole” of ADT’s bureaucracy.

The best resource for any customer is the true professional salesperson, service tech or installer who, in addition to wanting to achieve their goals, has “ethics” and the “best interest of the customer” at the heart of their actions. These are the rare individuals who actually answer their phone, call you back, and untiringly follow-up with you and ADT Management until an issue is resolved.

Unfortunately, the corporate side of ADT is fundamentally shielded from customers especially by Field Management who often fears being held accountable any time corporate becomes involved. The single best solution for serious issues with ADT (contract, billing, etc.) is to tell that rare professional you want to register a “presidential dispute”. You can also do this by calling the ADT 800 number(s) if you are willing to tolerate the ADT phone system (“Press ## to speak to …”).

As for Installation, if your system is cost is not at least $50,000, anticipate unceasing delays and personnel substitutions in your installation. The managers are primarily interested in large jobs where they can make their bonus. All other jobs are an annoyance and I’ve even seen some small jobs get “lost” for a year or more! As for service, recent changes by local management have reduced personnel to a precariously low level. Only 3-4 years ago ADT had recovered from a similar fiasco and often responded to Service requests the same day. Today, the average response from ADT Service is five (5) days (unless you’re one of the large national accounts). In addition, ADT local management will try to charge you for services and materials “not covered under their standard maintenance agreement”. This is a purely local fabrication and should not be accepted. If you have an ADT service agreement, tell ADT to provide a written policy for your review before you pay any extra charges and if they won’t/can’t, file a presidential dispute.

As for their “Standard Agreement”, ADT actually has a significant number of “pre-approved modifications” which can be added to your agreement without any special approval from their Legal Department for items such as elimination of “cancellation and termination fees”, elimination of “annual ADT service fees increase”, and many more. It takes one of those professionals (described above) to perform these modifications because it’s considerable additional internal work and ADT is notorious for neglecting these terms because ADT operations are ruled by their standard agreements.

I hope this assists customers with their ADT relationship. Overall, the company really intends to provide quality products and services and professes to truly provide customer care! Unfortunately, the indefensible absence of corporate executive oversight has led to an organization ruled by fear of job loss, unyielding administrators and local managers whose only interest is their personal wealth/glorification and career.

What good is having the system if I can't use it? When I set it at night, it goes off traveling from window to window for no reason. When I speak to a representative, I get the runaround about charging me for a service call and I can't get them to connect me with a supervisor. I am at my wits' end. I wish I would have gone with another company. I know they would be much better and probably less money. I am so angry I could chew glass!

Today, I called and I was told tech will be here between 12 and 5. Got call, cancelled for today now they will be here Friday! I flipped out! Do you believe they are security!? I said, "And you call yourself security? Really, are you serious? Um, customer service? You cancelled on Tuesday, arrive late on Wed., system malfunctions after they leave, and cancel again." Wow, now that is customer service. They want to schedule service call for Friday! I have been stuck in my house since Tuesday waiting for ADT! NO, not Friday! So she is going to let me know if I can have a tech here today. Ugh, let's see, it is 4:35 and I have been waiting since 3:45. I am still waiting for phone call from Customer Support to see if someone will be here today!

I called customer relations at corp headquarters and I am reassured that someone will call me today! Since it is now 4:35 and no phone calls, it looks like another night of beeping ADT system, and by the way motion detectors do not work at all! I said to corporate, "So what if someone burglarizes my house, are you responsible for damages and loss?"

Just got a call that tech will not be here for about 45 min to an hour so that means tech will not be at my house until 5:45! if I am lucky! Customer Service sucks. I asked if I can be the first appointment on the list and they said no!

So I called them back and they said I have to reaffirm debt. Nope, I wouldn't do it so I told them that I will sign a new contract. Nope, they want reaffirmation. Now I am with ADT and I was supposed to get $100.00 Visa card. They are telling me that they didn't know about it. I called them and they are looking into it. Then they told me I have to have auto pay, which I do. Then they said, "Well, we don't see it on your account." If they try and tell me that they do not see it in the paperwork, I will call them everyday and will file a complaint with the BBB and Consumer Affairs. They are all the same. Someone is ripping you off. If it's not a stranger, then it's a company called "protect your home, Brinks Broadview, ADT" on and on. It's kind of like if you want an alarm, then you're paying someone to rip you off! What **.

I thought this was a very reliable and responsible company who care for their consumers. I guess I was wrong. I have never experienced such an awful experience with ADT. Previously, I worked for a large communication company and we always focus on our customer satisfaction first and then sales go hand by hand. If ADT continues going this route, I can't see them winning any award. I can't refer any customer to their company.

I just called again today and asked the rep to help me with the backlight on the loudness on the system. He was very impatient. He was treating me like I should have known what to do. I could not understand what he said so I would say excuse me. He got very loud. The first couple of times, I just ignored his rudeness. I then told him I will call back and talk to another tech because he is rude. He was rude because he had to look up how to dim the light on the system. The supervisors are weak if they continue to let their employees treat customers the way they do. I would began to listen in on their calls and if they are rude to customers, I would fire them. They do not need a job. I will not sign on with ADT again after this first year's contract.

Their customer service is non-existent! Then after being sent by certified letters and confirmation of delivery so I know exactly when they received my letters to corporate as well as a local Orlando office, I got, 2 weeks later, a message on all of our phones that "oh, we are trying to reach you because on this day, the 27th of April, we received an event or trouble on the line!" Now this was 2 weeks after they have been fired and replaced by a company, a real company with real customer service and real monitoring, their name is Guardian and they are great!

ADT screwed all of their well-trained former Brinks Broadview techs and most have quit due to ADT doing as they have always done and coming in and screwing all the employees out of their benefits and pay! All the "expertise" that these guys from Brinks Broadview had, ADT wasn't and didn't pay for. They took away all their benefits and most of their pay. So good luck to anyone who is with ADT or goes with them. They have sucked for over a decade and I am here to tell you I have factual proof of that. They have never acknowledged receipt, of course, of my letters to them showing them that they owe me for double and triple billing repeatedly! They are really, really bad! They could not even maintain my security cameras, yet were still collecting for a maintenance fee I had with Brinks Broadview for that. They are incompetent to say the absolute least!

When I got home, I turned off the alarm and called ADT. I was told by the rep on the phone that they called the police and that they would not come out, because I didn't have a permit. What does that mean?! He could not explain it nor tell me when this went into effect or whether this requirement came from the police department or ADT. I've had and paid for the ever-increasing cost of this service for well over 20 years!

I've had incidents where my alarm has been set off accidentally and once because of an actual attempted break-in. The police showed up every single time, except when I told ADT it was not necessary. I also went to the Police Station. They told me they'll show up every time, unless the alarm company cancels the call. In this case, ADT didn't even make the call. I am livid, because ADT has been rolling in my dough for who knows how long, and all I'm getting is a loud alarm and no further service.

I have called ADT 2 more times since my initial call, giving all the info they asked for. Then I asked for a manager or supervisor. Needless to say, I never got to speak with one, because no one would get one for me. I'm not paying any more; in fact, ADT should be reimbursing me! This will get resolve, and I will be using a different alarm company.

I'm a truck driver. I go out of state and back next day. For example if I go out on Monday morning, I get back Tuesday morning. So if I take a day off, I'm taking 2 days off for me (from $400 to $450). I called ADT next morning and told them that the technician didn't show up on Monday. They told me they were gonna check and see what happened. Then they tried to make another appointment; they couldn't get a hold of the technician so they told me they were gonna call me later and let me know the date and time for the appointment. They didn't call me for 2 days, so I was very dissatisfied with the service. I called them again, asked them what happened, and they didn't know, so I told them everything. They called again to get the technician, but they couldn't get him so they gave me the technician's phone number. They told me that because they couldn't get it, I have to call him.

I was very angry and I called ADT again and they got me an appointment with the technician. So the technician showed up on my home and saw the alarm system. He told me that he didn't like the type of sensors I have because they didn't work, and he changed a small battery on the front window sensor. He told me that was all he can do for me and asked me for $25. I told him that I didn't suppose to pay any money. I called ADT the next day, told them what happened, that I was very unhappy with it. I want to cancel everything, I didn't want their system. They told me that I have to pay the same amount because I have a 2-year contract. Paying for something that doesn't even work is no right. Last Tuesday, 4-24-2012 about 11am, I got a call from ADT that my alarm went off and the police was on the way.

At that time, I was driving a big rig, 5 hours away from my house. I'm on the phone trying to call my wife to see if everything was okay. I was thinking that something happened to my family. I took a curve too fast, almost have an accident or rollover on my truck. Then my wife called and told me that the alarm went off and it wasn't even on. I called ADT again and told them what happened. I talked to Amy, and she said that if I want to cancel, I have to pay because I have a 2-year contract. They don't care what could happen to us. Then she transferred me to Juan. I told Juan what kind of service they have, that I want to cancel. He told me same thing, that I have to pay because I have a 2-year contract. I was on my cell phone, and he told me all he can do is send a technician, or cancel but I have to pay. I was very angry, so I told him to send the technician, and he put me on hold while he was making the appointment.

After a long waiting, my call got disconnected. Since Tuesday I haven't got a call from them with the technician appointment. Me and my family, we really don't want to go through that again. I could get killed in an accident and these people, all they care is the money. I don't think it is right. Then Juan told me that in order for them to do something, the technician have to go 3 times to my home and try to fix the problem. After this, if they would not be able to fix the alarm system, they can cancel the contract, but because it's already past 6 months, they can not waive the contract. To this day, they have not called us back to arrange an appointment for the alarm problem. I stopped the automatic payment they were taking from my bank account today. I am very disappointed with their service, and I don't want my family and me to be all terrified in the middle of the night and making the police to come due to the poor alarm system we have. I appreciate in advance your help with this problem.

So, we signed with ADT and the system was installed on March 13, 2012. That afternoon, we armed the system and left for a 5-night vacation. On the morning of March 14, 2012, we received a call from ADT as they had received a 103 code, loss of cellular service. They said there was no break in at the home and that the system had reset itself. We returned home on March 18, 2012 and the system had not reset the 103 code. We called ADT to complain and they scheduled a service call. Almost every night for two weeks, we were awoken when the system lost cellular service. After several visits by the service technician, ADT installed an antenna booster in the attic for the cellular link. Since then, there have been no code 103 issues. However, other problems persist.

When the technician was installing the glass breakage sensors, he said that the only sound that would set off the glass breakage sensor was that of breaking glass. The sensors were tuned to the specific frequency that breaking glass makes. He said that dropping a plate or a coffee mug would not set off the system. However, sometimes slamming a door or the cover on a wooden storage box would set off the glass breakage sensors.

When the technician was questioned about our pet birds setting off the motion detector, he said that would not occur as the birds were small and that it would take a 70-lb. animal to set them off. Last night, April 25, 2012, we returned home to find that the motion detector had gone off and we had not been contacted. One of the birds had flown up onto a perch and set it off. The birds weigh less than 1 lb. each. Obviously, the technician was incorrect in his statement about what would set off a motion detector.

When my wife called ADT this morning, she was informed that ADT had not been monitoring our system since April 3rd, despite being paid in March and April for the monthly monitoring fee. Two different individuals informed my wife of this. At this point, she demanded to speak to a manager who said that this information was incorrect and that our system was being monitored.

Upon arriving home from a doctor's appointment today (April 26, 2012), my wife decided to see if in fact the system was being monitored. She did not disarm the system when she entered our home and started a stopwatch on her iPad. Twelve minutes later, she received a call from ADT; we could have been cleaned out in 12 minutes. The individual at ADT told her that they had called back within 5 minutes of receiving the alarm notice at which my wife told the individual that was not the case.

When my wife questioned this employee about what the prior employees had said about the system not being monitored since April 3rd, the representative from ADT said that monitoring had been reinstated this morning. That was three people at ADT that said our system had not been monitored for almost a month and one that said it had been continuously monitored. She called the manager back to relay this information. The manager told my wife that he had discovered that ADT had set up two accounts for us (who knows why!) and that the other 3 people had been looking at the wrong account. He said that the incorrect account had been deleted.

At this point, I have lost the little faith that I had previously had in ADT's ability to monitor our system. My wife told the manager that the next issue we have with ADT will result in a call from her to have the system removed and our money refunded. Don’t believe the hype about ADT that you see in their ads on TV.

Nothing happened even in the past 48-hour mark. So I called 4 times and emailed 2 times, then they finally called one week to the day when I was in bed, asking to confirm the service time. I just want the equipment out of my home. They cannot be trusted with simple service requests, and what do you think they will do when the alarm actually goes off? That is, assuming the thing actually works.

I sent a very direct letter to the president. So far, no reply. These people are, for sure, not anyone I would trust my family's security to. When I finally got a hold of someone in their Indy Office, they told me I could send the equipment to that address to return it. But they also told me they wouldn't accept the equipment back. Go figure.

Weeks more of calling them and trying to work out these problems resulted in no solutions to the issues. I was told that I owed them nearly $400 to pay off my contract which I accepted, asking for a final bill so I could just pay them off and be done. It has taken months to finally get them to send the bill. In the meantime, I have been paying monthly fees for no service. At one point, one of their representatives called me, after months of non service, to report that my system did not appear to be monitoring my home. I again explained my situation, telling the representative that I was completely unhappy that it had taken them so long to find out that my system was down. The representative's explanation for this was to tell me that ADT has so many customers, they can't possibly keep track of everyone's system and therefore had no way of knowing that my home had not been monitored for the last several months. Isn't that what I was paying them for?

All in all, going with ADT was a mistake in placing my trust in them for my safety. I can accept that I signed a two-year contract that I needed to pay off but I cannot accept that their company was unable to report to me that my system was not reporting break-ins because they have too many customers and are too busy to actually monitor the systems they install.

Phyllis went on leave and on Monday, March 12th, 2012, the installer came to set up my services. He only needed to install the wireless box. I already had everything else, but he installed a new siren and key pad anyway, which was fine. When I asked how to set the alarm from my iPhone, the installer informed me that my plan did not include this feature and that if I did have this feature then only two doors would be included and none of my other contacts for other windows and doors would be included. He also informed me that no wireless remote was in the deal either. I immediately called ADT and cancelled service since the contract states customers can only cancel within three days of signing the contract.

With Phyllis on leave, I could not wait nor call her to make her aware of the situation. Since then, I have been told two times that my refund is on the way. The first time I called (two weeks after my refund failed to be delivered), the operator told me that the service was never cancelled and that she is sending my refund now. I should receive it within 7-11 days. This was a lie because I had already spoken with Phyllis and told her why I cancelled and she was working on finding out where things went wrong.

It is now April 17, 2012 and still no refund. I should also be refunded the $50 permit fee that was taken from my account as well since this was all ADT's error. Around 4/10/2012, ADT called and asked for their equipment back from my husband. He asked them to bring our old equipment back. The operator said she would contact the installer and see if he still had it then call us back. We have not heard back from them since! After all this aggravation, they are now sending me a bill for $5.40. ADT, you should be paying me two months interest for withholding my refund of $199 plus my $50 for the permit.

Imagine that. I have to pay, because ADT doesn't screen the companies that represent them. I have been on the phones and get in those "loops" for a number of hours on different dates. I am sick of going from one 800# to another, to get transferred to someone else and I have to start all over with my problem.

When in November 2011 my insurance company requested a new certificate for 2012, ADT provided a certificate where the fire monitoring was not checked. Countless calls to ADT up and down different supervisors and departments led to two appointments with ADT personnel to visit my house, which resulted in "no shows" by ADT. A visit to the local ADT Miramar, Florida office resulted in the manager saying "There is nothing I can do." Conversation with ADT collection department and supervisors resulted in a "It is your fault" closed loop conversation.

I was told and provided a document from ADT which stated that fire, security, and police was being monitored in 2010. According to ADT, they were never monitoring fire in 2010-2011 and demanded additional charges for 2012. My insurance company provided me with a fire monitoring discount based on the ADT certificate. An ADT technician is the only person who can activate the fire monitor/check the system for trouble. And even after I offered to pay for a technician to come to my house, twice they left me hanging; and I had to take two days off from work.

After a month went by, I had to call another alarm company to get fire, security, and police monitoring. The second company switched, activated, and provided a certificate to my insurance company on my account within 48 hours after the initial call. ADT took the high road and sent me a cancellation bill for $381 and now sent it to NCO for collections.

ADT is the most unprofessional company I have ever encountered in handling customer service problems. I was never late paying my monitoring bills; I never refused to continue my service; I never said no to additional charges for fire monitoring, even though I was told that my contract was for $19.99 per month for 3 years; twice, they left me hanging waiting for appointments; and the local manager would not accept the ADT control box equipment removed back and stated, "There is nothing I can do."

The consumer choices in Dade County, Florida are to file a small claims court complaint at a cost of $80 and wait 60 days or more for a hearing or cut your loses and pay NCO to keep your credit clean. So, in my opinion, if you are a residential customer, ADT is not the company you want to deal with. I rate my ADT experience as the worst customer service experience (nightmare) I ever encountered. In conclusion, for the record, my input is: Buyer, be aware of ADT advertising, contracts, and sales person's promises to make a sale.

After speaking with a representative who was extremely rude, I was told it was my responsibility to maintain a land line and need this other package that would cost me additional fees and was not notified in advance. Again, I was billed continuously, no type of customer service etiquette was taken, only "your service will be disconnected as of today and you will receive a letter of cancellation". I didn’t feel like a valued customer, only a monthly service. I would not want this same situation to happen to another customer or potential customer.

I called about am offer that was received in the mail from Protect Your Home, an authorized ADT dealer, which included all of these free items. When the salesperson found out that I was an existing customer, I was transferred to another department. I was told that if I wanted to have these things added, it would be a total of $80.00 per sensors and $150.00 for remote. Please help me to understand.

My family has two accounts with ADT. Why are we being punished for being long term clients? Our ** resident doesn't have window sensors. I don't know for what reasons these things weren’t offered upon installation, but they weren’t. Now, the neighborhood has changed and now these sensors are needed. I have a brother who has a slight problem, so the remote would be handy. Please for the love of God explain this to me.

The rep in turn called the installer’s manager and a case was opened. The manager called me and I simply informed him that I wanted his installer to come and get his merchandise off my door and return my $50. I didn't appreciate learning that I could have gotten the door without a fee. The manager said he would look into it and for me to email him exactly what happened. Today, April 9, I received a call from the installer on my home phone, informing me that thanks to me, he has lost his job of 18 years and he has a special needs child at home. This man was fired and still had my personal information. Not only does he still has my phone number and address, he still has my credit card number and anything else that is in the system on his personal email at home.

That's how ADT does business: no more paper and no business Blackberry that can be returned when an employee leaves. No, this man informed me that he has all of the information on past customers right in the comfort of his own home. I have contacted corporate who in turn said they will have to contact the installer's manager. No one has called to give me an explanation as to why this man has all of my information. He was willing to tell me all of ADT's shady dealings and said he would gladly be a witness to it all. I did not want this man to lose his job. I wanted my money back and I know he is not the only one who makes money on the side. The manager has even done it himself as per the installer. So, if you have ADT, do you know who has your personal information?

We called our son, who is also a deputy. He in turn called his sheriff's office to let them know he was responding and told them what type of vehicle he was in. The S.O. advised them they had not received a call. He entered our home (without backup) and found no problems. He also noted that the alarm had not activated prior to his entering our home. He called to sheriff’s office to advise them that there was no problem and to cancel the call and deputy. They again advised they had never received a call from the alarm company or anyone else.

My son called to advise what had happened and I phoned in to ADT to file a complaint immediately that morning. The supervisor I spoke to apologized and advised that they had called the wrong county. That county referred them to another county which was also incorrect. The correct county was never called. I asked her why they didn't check on the Internet. She responded that the call center did not have access to the Internet. I then asked why they didn't call my husband to ask him. She did not know.

When I called again to lodge a formal complaint on January 23rd, I spoke to Earl. He advised that the homeowner normally did not know what county they resided in! I requested to speak to a supervisor. He said no supervisors were available, but that one would call me back. When I did not hear back by Feb. 5th, I wrote a letter to cancel service advising them my new alarm company would be taking over on March 15th and if there was problem with the cancellation to let me know.

I heard nothing from them. On 2/7 at 9:45 p.m., a supervisor by the name of April called. I was awoken by the call and advised I had called weeks prior and she responded by saying that she was busy. I told her I was extremely dissatisfied and no longer felt safe in my own home. My son could have been ambushed or that I may have needed help and no one was called. She was extremely argumentative and could have cared less. I told her there was absolutely no excuse for what had occurred.

The letter of cancellation was sent to the billing dept and the local office certified mail. I heard nothing. I sent payment to pay in full up to 4/15 with a copy of the letter of cancellation enclosed. I heard nothing. I then got another bill and called. They knew nothing about the cancellation and said they could not cancel it until they received it. I sent a copy along with the proof that they did receive it and signed for it. Then they turned me over to a collection agency. They dropped it after I proved that ADT had been notified with ample notice. The company has to be responsible in providing security to its customers. They didn’t and I cannot trust them to do that in the future.

Also, the charges were much higher than what the salesman quoted. He didn't mention that there was a difference if calls went to the cell phone or the landline (but with it being a vacant rental, I had no choice). And the charges the salesman quoted did not include fees and taxes. Their excuse was that taxes vary but no reason why they can't look up the tax rate and use a calculator, instead of lying. Then, signing up commits you to three years, not two years; I never would have signed up for this long had I known.

ADT was aware of the time frame, gave both verbal and written promises that this alarm will be installed on the second, then more promises that ADT will make good for their screw ups. Yet, here we are today and no alarm. I even received your email stating my wife spoke to your techs that showed up at my home and she said they cannot do it. What techs may I ask showed up at my home? I spoke to Adam ** on the phone and he advised me he was told only to make a list of what was needed which he already has and he did not need to come to my home, and was on hold by ADT. So, who created the lie my wife met someone here. This is just one of many lies, promises and other bad business acts of ADT.

I shall hold ADT responsible for business loss, for missed or delayed appointments or appointments for work never done and possibly for the cancellation of my vacation since ADT has left me high and dry and my home and belongings vulnerable. The stress ADT has constantly caused me will also be discussed with my attorney as well as others.

Should I not cancel my family vacation and something should occur to my home that could have been avoided with an alarm, ADT shall be held 100% accountable. I am also holding ADT accountable for all liability on my home until Burgarello, whom I have contacted, to install an alarm who also mentioned today that they have had several very unhappy ADT customers they just took over (I wonder why?). Burgarello is 3 weeks out for installation, maybe longer. I will also hold ADT liable for my home in San Francisco until another provider can be obtained as well as the cost to convert.

I will no longer do business, nor refer, or have anything to do with ADT. ADT has shown that it is very unprofessional and does not know how to honor commitments or conduct good business. My attorney and I am sure others will be in touch. Please note that I have real damages caused by ADT and all legal fees spent to recover said real damages shall be included in my claim of relief.

ADT, you have two business days to refund my $300 you charged fraudulently for work not performed or a formal District Attorney complaint will be filed with the Washoe County District Attorney's Office for fraud. Pleas note that this charge was done 3 days after you failed to install the contracted work on a written contract and to date, have not, despite two more promises of doing so. I have canceled immediately our ADT services in San Francisco. I do not trust a company such as ADT who can boldly lie and not honor written contracts and a company that makes promises it cannot keep.

This email and others have been copied to my Attorney, Joel **, in Reno, Nevada, who shall be retained shortly to aggressively pursue ADT for damages ADT has caused my family. Please also note that I will be posting in numerous forums and spreading the word in the security field how ADT has acted and how negligent ADT is. I hope people see who not to go to. Also, if I receive one more solicitation from ADT, I shall complain to the FTC and other agencies as well as add to my complaint. 50 calls to get an ADT alarm after ADT failed to install the alarm is not acceptable considering ADT breached contract! All your calls are logged with caller ID. Thanks to the unprofessional conduct of ADT, you have exposed my family to liability, cost us financial loss and have compromised a long time planned family vacation, shame on ADT!

My mother is the only other person living here - 94 yrs. old and very ill. Therefore, I was quite irritated with this intrusion; afraid she would be aroused and possibly have an accident because of the beating on the door. I would not allow entry, the fellow walked away blaming me for being upset when it was he who would not take no for an answer. I don't ever want to see ADT at my door again.

Well, what she signed was a contract for another 5 years instead of just reconnecting to finish the current year out. So now, I have been paying an extra 4 years. The sales rep never returned calls, customer service never returns calls. They will say their system is down when you ask for a copy of the contract. I have not used this service in many years, but I am still paying for it.

Today, I received a statement from them showing a previous balance of $2,633.86. I don't even get that much social security. Then on the bottom of the bill, adjusted to $2,029.79. But the kicker is they informed me that I have to pay an installation fee of $243.93. I called them and they insisted on the installment fee, which I never agreed to. I called back one hour ago today, only to find out that the installation fee in two hours has been raised to $289.93! Who is in charge of accounting! Wish I had never joined up with them. Suffice it to say, I've had enough of this nonsense.

They told me I should push the fire button if the alarm went off. There is no fire button on my panel. I have all the design documents from 25 years ago and it does not match anything ADT has. If a fire were to break out when we were away, nothing would happen until my neighbors saw the flames. What have I been paying for? ADT is so compartmentalized that I cannot reach anyone willing to run with this problem. I don't even know where their HQ is, maybe Boca Raton or Aurora, CO.

Why would I have secured a new service that started when ADT ran out? I do not need two security services for my one home. Now, I have been turned over to collections! I have written the department of public safety. This is an outrage and a lousy way to get more money and the worst customer service ever. I sincerely held up my end of the agreement, paying all three years in full and notifying to end service and secured new service to pick up immediately with new vendor!

I called Protect Your Home many times to get their help. I had no power in my basement and needed some flexibility. The estimated wait time on the phone (after you have a system) is a minimum of 45 minutes. I was not able to get the manager to call me or to provide options. I had the option to cancel the service within 3 days after installation. I decided to cancel. If this was the customer service I was receiving, I can't imagine what it would be after I'm tied up with a 3-year contract. I do not recommend them. They picked up the system over a week ago, so far they have not made the refund. They are great trying to close a contract. After the contract is done, you are on your own. No service, no response to your needs. Just try calling the customer service department. You will get a message at any time of the day, any day of the week saying they are experiencing unusual high call volume and the estimated wait time is 45 minutes. If you call for a quote, your wait time will be less than 2 minutes! Just imagine what you can expect if you're tied up for 3 years!

I have continued to receive bills stating that I have not paid the original cost of $31.99. It was alleged that they had never received their copy of the contract. I certainly have my "Customer Copy "of the contract. Furthermore, on 12/20/2011, I paid $22.99; on 01/18/2012; I paid $22.99. I called and spoke with Bo who transferred me to Steven, and this matter was supposed to have been rectified. As of today, nothing has occurred. On 03/02/12, I received a bill for a total amount of $44.83. I should only be paying $22.99. Finally, I'm a retired senior citizen and this situation has caused me undue frustration and stress trying to get this case taken care of. I thank for your expeditious handling of this matter.

I called every day. First, they said they sent a check on 2/24/2012. I never got it. Then they said it went to my old address. They’re all lies because I still have my old key and I checked the mail box all the time and Angela was giving the correct address on 2-14-2012. Now, they say it was sent on the 9th. I called again and they said it was sent on the 12th. I called again, now it was sent on the 13th of March. I have spoken to several supervisors and customer service agents and they all keep giving me the runaround.

I had my dog bark and cause the system to go off. My 3-year-old hit a button on my homephone and had a sheriff at my door. So I have requested the system to be removed, and I was told no over and over again. Also, even when we move and we are not able to take the system to the new place, I will still be paying the bill.

On top of that, to cancel before they will remove, I have to pay a little less than $1400.00. I also was asked if I just couldn't pay my bill. Really? I also was given the runaround as to whom to talk to. And I came to find out that I do not have ADT, but I have another company called American Security. I'm glad ADT thinks they are such a great company to rep them. My husband and I don't even dare turn on the alarm.

I called a friend of mine who just got the brand new system which is hardwiring for $0.00. I called Mr. ** back and he said it was supposed to be an under the table deal. I realized I was being scammed from Alliance Service. I called another dealer. He said with a brand new system to be installed, I could get it for free for a contract with ADT. I called Mr. ** to ask for my check back. He did give the check back to me but the tech who got the check of $459 never gives it back. He said it is for the installation.

Well, the problem is the system was not installed right. The system keeps giving me a fraud alarm. I have to put that zone on hold and put in an order for the tech to come out and correct it. They call me 3 times. I spoke to Alliance service and told them that I have to work and only available every other weekend. Alliance representative said they will set an appointment and call me back. I called back and left message but never heard from them again. I want Alliance Security come back and remove the system out of my house immediately. I have filed complaints by phone but never hear anything from ADT.

About a week later, I get a report that they pulled a copy of my credit report without me giving them permission to do so. I called the main office and they gave me a line of bull about they do not do this, but I had the papers in my hand that showed otherwise. If they call you, just hang up. If you want a security system, hire someone else.

A month has now passed and I have not received the refund, instead today, you took $22 from my account. I have not used your services at all. I have never put your alarm system on, besides this; I cancelled your services within the three days. Are you telling me you can force me to do business with you? I am not taking it any more. Please, I want my money back the soonest possible. Come for your equipment and tell me when you are coming for it because I don't trust you anymore. Thank you.

My husband called again today and was told that there is no one in our area to come in to give us service. No one! We live in central NJ, not the middle of the desert. So, now I have a system that is not working properly that I am paying for and I can't get service for at least two weeks. That's what they said but who knows if that's true. I also have another property that was originally alarmed by Brinks. We are at the point where we are ready to pull ADT from both houses and find another company to monitor and service us. This is totally unacceptable. All this money and for what? The customer service person at ADT that my husband spoke to is a former Brinks' employee and told us that things have definitely gone downhill since ADT bought them out. If there is an emergency at our house, we're screwed.

You are just a number in their eyes. After eight years of being a loyal client, this is what I get out of ADT. The person I spoke to was Nicolas on the following number **. All he could tell me is that he has taken my case to their auditing department and the outcome was after eight years that I have been paying, they're still coming to take the system out.

How nice. Back in August 2011, I relocated to another state. I had huge expenses and did not notice the payment did not go through. However, the sales rep, who caused damage to my credit, received his full commission. His name is Vincent ** in Atlanta, GA. Don't do business with him. This is so wrong on so many levels to treat customers this way. I will never do business with ADT again once my 36 months runs out. I will tell everyone I know not to get hooked up in this scam. It is a nightmare. I wish a big law firm would start a class action lawsuit for all the unhappy customers.

I have since received bills for the past two months and ignored them (my mistake). I called today to straighten out the situation and was told that if I didn't pay for the two months, my account would go into collection. First, I changed to a cable phone system late last year (also to save money), which caused my alarm system to stop working (I thought that maybe I would get it working sometime during the free months). Second, I never would have agreed to the free two months had I known that I had to call back!

I asked the supervisor on the phone to see a copy of the phone conversation that I'd had with the salesperson in October. She told me that I would need a subpoena to see it. So, it's my word against theirs and they have all the evidence! So much for the customer always being right! My account is now cancelled and I guess I'll be paying for the 2 "FREE" months that I was offered. Thanks for nothing, ADT!

I am cancelling the service with unforgettable experience. I deserve to get a refund for the overcharge. I know that ADT may not care losing since it is a huge company. I hope my friends and others may learn from this unfairness in the company.

I took Dec. 9th as a vacation day, to have the alarm installed. The technician was supposed to come between 9 and noon. He showed up at 12:30, and told me that the job was too big to finish in half a day, and that I would need to reschedule. He never even step inside the door. I rescheduled to Jan 6th, and took another vacation day. The technician was supposed to come at 8:00, due to all the frustrations I had experienced to date. He showed up at 10:30. He tired to work on the system until 7:00 PM, but was unable to successfully install a new system. The control box didn't fit in the existing sheet rock hole, and it didn't have a way to cut the hole larger, so he left it half in and half way out. The control panel was too small, so the living room, kitchen, and garage doors and windows were combined into the same zones, which makes it impossible to know what needs to be closed, before setting the alarm.

Finally, the technician was unable to wire 5 windows, so he left them in-alarmed. I was furious. I called the salesperson. I called ADT. Everyone agreed to send a "premiere technician" to complete the job the following Friday, at 8:00, and Ramil agreed to be here to monitor the work, until satisfactory completion. It has been over a month, and the alarm is still not functioning 100%. I have called the sales manager, and the technical field manager, to no avail. I wish I could go back to the old alarm system. It worked flawlessly and is 40% cheaper.

I called multiple times to reach him to get the fax number without ever speaking to him. The secretary told me the fax number, so I faxed it. I called back to confirm he had received it and was told she put it on his desk. 4 months later, I found out it was never done! So I went to the local office to speak with Mr. ** and he was not available, but I was told he would call me back. He called, I faxed the information for the third time and he promised it would be resolved. I followed up later to find nothing has been done. Someone else is in the house and the alarm is going off nonstop. It calls my cellphone because the new owners of my home don't have my number to reach me. This has been by far the most frustrating situation. I can't get anyone with this company to assist me.

In December I received another past due bill; and once again, I called to complain and re-faxed in my request to terminate my account. I faxed this over on December 30, 2011. The lady I talked to, I'm sorry to say I did not write down her name, reminded me that my contract was due in January, so make sure I got my request in before December 31, 2011. I faxed in my request to cancel the account on December 30, 2011. On January 19, 2012, I received a phone call from their billing department again. I spoke with a nice lady named Priscilla. I explained the whole situation again and she said that she would look into it. She said, “Well, I see the conversations in the phone record, but do not see any cancellation notice that had been posted to my account.” Again, I faxed over the request along with the copies of all the other requests to cancel my account.

February 15, 2012, I received another phone call from Priscilla. Once we started talking, she remembered the conversation and said she would look into it. That day I faxed over request to cancel my account. Today is February 21, 2012 and I just received a notice from ADT that I am past due by $174.80 and that they will be shutting off my service. In another envelope is a past due bill for $177.38. What does it take to get rid of this company? I am at my wit’s end with trying to follow their rules to cancel my account.

On top of that they, decided it needs maintenance and told me I'll need to pay $25 for someone to come out. It may be more than that after they get here even though I pay $6.00 a month for 2.5 years now and never needed "maintenance" before. They are coming out to take a look tomorrow, but I'm still really upset about paying for nothing, stuck in a 3-year contract for a couple more months with rude people who just try and gouge and do not care about me, my home or my family that has been unprotected due to their faulty equipment, yet have no trouble cashing my $40 check a month.

This website just looks like a lot of venting, but for little use. Where is ADT? If they cared, they would have an online presence here to respond.

After several weeks, we had not heard from ADT. We called the tech as instructed by him and he set up an appointment to come out. After three separate appointments, he finally showed up. The other two he did not show up or call. My wife had taken off from work, and the last time she had to call and the tech simply forgot. When he finally came out, he did not have the part and told my wife he had to put in a whole new system, but she had to call his boss to get a work order. He also completely disarmed and disconnected the system and we could not even set the alarm. My wife had called the supervisor as instructed, and left several messages, with no calls back or response.

I have been paying for a service that I have not been receiving, and have been a loyal customer for many years at both my house and business. It’s very sad that we are willing to pay, but ADT cannot even call us back and that I have to waste my time writing this. Whatever happened to companies who actually cared about their customers? When I called to cancel my service, the lady on the phone acted like it was no big deal and didn’t try to keep my business. When I asked to speak with her boss, she put me on hold for 20 minutes and I finally just hung up. She also stated that I had to wait at least 30 days before they could cancel my service! What a Joke, I have to pay for another 30 days even though my system is completely dead, and the tech told us it was their fault and would be covered at no additional cost.

We called to tell them that our tenant had a contract under ADT and they were using the same equipment in our house. ADT told us we could go ahead and cancel our contract but to make sure we had to loose ends with the dealer, Safestreets. When we called them, the lady told us there was no way we could get out of the contract even if it means 2 bills are being paid for the same service; mine and the tenant's. She told me we hold have gone through them to get the new service and that they could not do anything, ten saying that we were trying to play them by trying to get out of the contract. After 2 hours of frustration, the only solution she gave me would be to pay the remainder of the contract. I then told them I would reinstate my account until March and by then my account would move to ADT. I recorded all the nasty comments she made and I will sue them. By the time everybody that's been fooled by Safestreets comes on board, that company will no longer be.

On February 6 of this year, I contacted ADT billing department and was told that this is not billing issue and I should talk to service department. When I talked to service department, I was told that this is not installation issue but sales department issue. I was given the runaround. ADT tech guy came this morning and told me that there is nothing he can do. I already had an ADT system. The only reason I agree to install new system is to make door chime louder. It is much quieter now than with the old system. I am not paying for the new installation until ADT resolve the problem and I am not paying the bill, which is almost twice of what I was quoted before.

Note: When brinks came out in 2005 to re-start system, I signed paperwork and all the technician did was something at the box in the closet. I know I wasn't listening to that alarm screaming as he ran around and checked all the doors and windows as I did (that was exhausting). So according to Jason with your company whom said he couldn't activate since he couldn't "verify" zone 4. I explained to him that Brinks didn't have an issue in which he replied, "Well, the Brinks tech could have just overrode that at the box in the closet but our company needs to verify that zone in person."

I have been waiting for a call from a technician now for over a month and half. The last person I spoke to was Greg who promised me I would get a call back the next day, and he supposedly gave me his designated corporate office number which is 1-877-. Well, that wasn't his designated anything. It's just the same old wait on hold forever and ever for an agent. No thanks. I paid the money. I want the system turned on. Do you think your company can figure out a way to take some interest in my problem and get this done? This is pathetic and I'm sick of sitting on the phone.

So I found this web page and hopefully, unless it's business as usual in my case, I will hear from someone who can get what seems like such a menial task done! Also, if trying to locate my account, I used my home telephone number. I even set up my password and pad code for god's sake, which is 5**-**-****.

The reality is that my home and family has not been protected for months! ADT has no mechanism to know where they were installed. Please check each one of your doors and windows for these problems.

My property was completely destroyed. Kitchen was completely cleaned out except for the fridge, which someone was using. Their food was in it; stove, cabinets, microwave, kitchen table chairs, and small electronic items were stolen. Even though I was not living in the home, utilities were left on (telephone) because ADT needed phone lines to use for the alarm. Electricity was on because there were lamps in the house on timers; lamps were stolen and timers left. My bedroom was completely empty; all the radiators were cut neatly from the floor. I found one of my sofas on the enclosed front porch where the window ledge was lined with liquor bottles. On the second floor, they brought a bedroom set that was in the basement to that floor and someone was living on that floor. That was my home and I knew I could always go back there and live. Because of family issues I left for a while not realizing the city was in such dire straights. Still thinking the alarm would take care of any breach of the home.

The amount of disrespect and unconcern from the people I spoke with on the phone from ADT is appalling. I am a retired telephone technician so the line of ** I was given I guess would work for someone who had no knowledge of how the system should work. To this day the telephone line is still working/ I will disconnect soon/ I paid all utilities ahead so I would have no monthly bill since there was no actual usage unless I was there.

I will always deter anyone from using ADT. They obviously make promises they can't keep.

I have the work order from that technician and he stated that his workers did not hook the system up right and also they put in a weak/dead battery. I'm very mad about all this ADT not wanting to pay up. I will do what I can to shut them down and make them lose everything just like me and my family did because their employees didn't hook my system up right. I will fight till I’m happy and my family is too. If I have to call News 12 I will. If I have to write the different people who got the power to help me win I will.

I told them that it is not possible. If the technician had ever visited, I would have seen him because I was at home waiting for him with my car parked outside. I told them that the technician may not be telling the truth. He first told customer service that he had called at my cell phone and then said that he had visited my home. But it was not true. He might have taken a free ride driving around and not bothered to call me or leave a not the door. I was very upset and told them that I wanted to speak to their manager. They told me that it is not possible to speak to them. I insisted and then they told me that they will call me after 24-48 hours.

I told them that I did not have such incidents in the past with Brinks or Broadview but stated having issues at the very first time I placed the order/call to ADT! This is not appropriate. Violation of consumer rights and a damaging customer relationship for a loyal customer. I strongly feel that ADT management and the employees are unprofessional. They don’t care about the business and customer service qualities. They are good only at the logo but no business skills. They wanted to re-schedule again on Saturday between 12 to 5 pm. I told them that I have already wasted half day of my work without pay and am not ready to repeat it again with potential to lose pay for 5 hours. I demanded a one-hour window to ensure that the technician will at least attempt to call me at my cell phone or at least show up at the door without any hassles.

They said no, we can not do that. We will give 5 hours window. I told them again that I want to talk to the ADT top management team with my grievances. They told me that it is not possible. Well, hello, America: stop wasting your time and money on ADT and their broken services. They will not help you ever. It is not worth wasting your hard earned money on ADT's broken security systems!

I don't recall to be still in contract with them. I had comply and I didn't pay them monthly payment because I had no service. The darn system wasn't working so I couldn't even put it on because not even the police will come out if needed. The system wasn't working now ADT wants me to pay 338.95 in which they didn't service me and Ive tried to work with them in good faith. They didn't comply in a good faith manner to their contract as said nor to client. They sent me to collection agency and now wants to settle for 169.48 in which I've sent and told different agency what was the problem from start.

Why do I have to pay for service when my house wasn't even protected by them or me nor family. The system wasn't working and I given them time to comply on their behalf to have someone to come and fix the problem. Therefore I they have no rights to send it to collection nor bill me for a bill that is falsely accusation on my part. I appreciate your time and concern hope to hear from someone to settle this accusation once and for all.

After two business days, the technician came to our home at approximately 4 pm to install our system, walk us through the keypad functionality and answer any questions we had. Well, the technician started talking to us about glass break speakers, vibration detectors for the windows and told us horror stories of people being taken hostage in their own home. Not sure if it was a part of this particular technician's sales pitch, but it worked as my wife was now terrified. The extra "necessary" equipment cost us an extra $1200. I then spoke to my cousin who lives roughly 3-4 miles away and he said that his wife was also told the same story and they were talked into purchasing the extra equipment.

I then stumbled upon Smith-Thompson Security, and I am so glad that I did. Their monitoring fee is roughly 1/3 the cost of ADT for the same exact services. They also provide the wireless uplink so you do not need to get a hard phone line, which can also save you money each month (unless you need the land line). Smith-Thompson also had the glass break sensors/speaker at 1/2 of the cost that ADT charged us. Now, it has been over one month and I have not received my installation refund or the refund for our equipment and the first two months of monitoring that ADT has charged us.

I do think it is extremely hilarious and ridiculous that ADT will mention that they are the largest company and have 6 monitoring centers and numerous call centers, but I have always been on hold no less than 10 minutes whenever I call in to inquire about my refund(s). Beware of ADT and find any other provider. I guarantee you will save money.

After multiple visits from techs, they could not get the system to work properly. I called Randy to cancel the service. I understood I was on the hook for the one year. ADT automatically charged me for the next year of billing. ADT will not refund the amount because the sales rep cannot except cancellations over the phone. Funny, he didn't tell me that. They must received cancellation in writing at the main office in FL. What a crock of ***. I think it is a little funny that the rep can take your money but not allowed to cancel.

Their equipment failed and they failed me as a consumer. Better Business Bureau should get them on their advertisement on TV. I take medication because of what happened to me. I hate to leave the house tonight! I got my jewelry collection from Turkey, Greece, Italy, the Caribbean. Someone help me. I had blue diamond, black diamond, brown diamond, yellow diamond. I had thirty watches gold (24 karat, 18 karat). I had diamond toe rings. I had over 35 rings of diamonds and gold. I had over 25 necklaces and 20 bracelets. I had 10 anklets and much more.

Requested resend. Okay. Will be there about 2 pm. At 2:45 pm (no tech), I call and am advised that "tech returned at 2, tried to call both house and mobile, left messages". Also "3 dogs at gate". Now the lies. I was outside in full view of the property entrance from 1:45 until 2:45. And the dogs were in the house!

Advised that it would be 'at least a week' because 'they were very busy'. Oh, they were happy to offer me a couple of months free service. Now added insurance against theft beyond the deductible would have been more appropriate.

I have now changed alarm companies (I waited until a temp system was in place before posting this). I paid about $1000 to Brinks and thought it was a great investment. Now a similar (but updated) system will cost me about $1200. However, the alarm company has a good reputation and has been in business many years. Not as many as Brinks Home Security had been. But we shall see. Stay away from ADT. I am also checking with my tenants to advise them of same (I pay for the installs, they pay the fees). That will be 3 less ADT customers. Good riddance.

On December 12, 15, I lost broadband connection. Again on January 12, 2012, I lost broadband connection; the service technician stated that ADT's IP signal in California was down. I live in Florida. All of the above dates do not reflect what I have experienced in 2010 nor does it account for the times and hours I personally spent trying to reset ADT's iHub to no avail. ADT Pulse has consistently failed to provide me as a customer with a reliable security system that works as it should, maintains a connection to broadband and its devices and it does not live up to its advertisement hype.

I upgraded to this system because I do not have front windows to my home and my peephole does not allow me to see who is at my front door. My neighborhood has been plagued with burglaries and home invasions (16) through back patio glass doors and as such not having my security system working consistently creates an unsafe and stressful situation. As a consequence, one night around 2 am, when the system was down, my motion light (not part of ADT) went on my back patio, one of my very small dogs started to growl and pace the floor of my upstairs bedroom. I had no access to the camera which was pointed to the patio door, no emergency button to push on the touch screen, so I had to grab my 2 dogs and run into the bathroom and lock myself in.

As I waited for the worse to happen, the stress of the situation caused my blood pressure to rise up into my ophthalmic nerve causing a green spot to appear in the center of my field of vision. This occurred after July's event. To date I have not recovered from the damage to my eye due to that stressful situation, and now I have to take blood pressure medication. I continue to suffer from stress every time I have to go though this failed equipment and wait days and sleepless nights for it to be fixed just to fail again. As an elderly woman living alone with disabilities, the last thing I need is a feeling of being a target because the security system I bought for my safety just doesn’t work.

The total delinquency was less than $200. We paid the back bill and were paying every month. ADT said that they will not be out to fix the sensor. The company that installed it is out of business! I was paying extra for the maintenance program. How can I get this repair done? They refused to do it. I have a back bedroom that is not being monitored. I live in the sticks. I need to have the back monitored. We were happy until they refused to do the repair work.

Why would I accept a downgraded system for a cheaper system? Since then, I have sent emails and got no responses. I have been asking for someone to come back and take this unit out. I haven't heard anything from the home office.

My Sales Representative is making promises to come out but it is 1/12/12 and there is still no resolutions. I am very disappointed and dissatisfied with this service. I need someone to get me some resolutions.

This system, as of 1/10, has been beeping for low battery. That again is very disturbing. I need a better unit, or remove their unit and void the contract.

Thanks for any assistance to change this image.

I purchased my house about 3 years ago and it came with a full security system installed and was being monitored by a local services. As I moved in, I have discontinued their services and have ADT to monitor safety of my family. We had a service manager visited us and gave us all the options and also told us that we don't need any addition equipment to be installed (deal at that time included one single panel and some wiring- since we had existing system). I was told that since this was given to me free, I can utilize this if something happens to my panel in future. After 3 years, my panel is not working and I am asking for someone to come and install the panel that was owed to me.

I started my conversation on the 26th of Dec 2011 and called numerous times too many departments at ADT including customer service, local agents and so far only thing I have gotten is a runaround. Seems like no one wants to take accountability for anything. Is this really how the customers are to be treated? Worst is who we trust to monitor the security of our most valuable assets (our families and our livers) are demonstrating lack of trust and accountability. Very shameful.

I hope this letter will awake the company and its management to change the behavior of the employees or time is not far, when the largest security will lose all its customers.

The second time, the alarm malfunctioned the day before people were to start preparing for an estate auction at the house. The company couldn't get a technician out for four or five days, and there was no way we could ask the auction people to work at the house with the alarm blaring. Once again, we had to disarm it ourselves. At that point, because we cannot keep solving the alarm problem from 450 miles away, and because it is close to impossible to get a technician to the house in a timely manner, we left the system disconnected and I decided to try to get the remainder of my money back. After all, on behalf of the farm corporation, I had paid $3,546.23 for three years of service and was forced to drop the service after 10 months because it simply wasn't working for us.

In an attempt to get some money back, I have called both ADT and Protect Your Home. Again and again, each company tells me that I have to call the billing department of the other company. No one takes any responsibility. No one gets back to me. This isn't just bad customer relations; it's no customer relations at all. Ideally, I want part of my $3,546.23 back. However, I would be happy to start with some kind of contact from the company. I do not believe ADT is set up to handle security in remote places.

And I've certainly been warning other farmers about them. The company has seemed very short staffed from the start (I had to drive 40 miles in December 2010 to meet with the company rep who took my money, and ADT's technicians have an enormous area to cover). I think the logical next step, maybe the only one open to me, is to take this up with the Better Business Bureau.

The installer knew I had cats, obviously from them running around in the house. The salesman said that the "pet alley" would allow for any animal and wouldn't set the alarm off. It was explained to me that the motion detectors went by body mass and weight. So unless the cats were over 3 feet tall and weighed more than 40 pounds, there was nothing to worry about. Wrong! Just to make a long story short, the incompetent installer put a pet alley motion detector in the front of the house, which proves he knew I had pets, and a regular motion in the back of the house. The cats (2) set the alarm off about 15 times the first weekend, basically every time I went out of the house.

ADT bought out Broadview and since my system is a "legacy" system, meaning a Broadview system, I'm stuck in the middle. ADT won't replace the system with their pet-friendly equipment and won't let me pay to change out the old system for the newer one either. ADT told me that I will have to stop all monitoring for 3 months and then come back as a new customer. But I will have to pay off the entire 3-year contract first.

Friends, beware. I now have a system that even though it has two motion detectors, they can't be used or the cats will set them off. I am down to just 2 alarms, one on each door of my house. I'm paying $42 per month for that? Can you say add them to bankruptcy?

I am not sure what the sales reps do but to me, they are just looking to deceive people to make their sales quota. I have all of my paperwork and of course, I see that this is a 3-year contract though I was told it would be for 1 year with the chance of having to pay a higher monitoring amount. I told the rep, "don't touch my account for anything other than the monthly monitoring fee" and that I will check my records and see if the installation charge was taken out. I have to pull records for the last year.

I will never consider ADT as a source of a system. If I should choose to purchase on in the future. I will also pass on my experience with this ADT salesperson to my friends and associates. I don't appreciate this kind of treatment.

We phoned and left messages, but he only replied once we threatened to cancel the contract, to which he told us that there is nothing he could do to install urgently as promised. We tried contacting the ADT head office, but the phones always just kept ringing. When we were able to speak to someone, they would put us on hold for as long as 20 minutes at a time. I used up R600 just to make phone calls to ADT, to find out what's happening with our application, so we decided to cancel the application due to lack of service from ADT.

I spoke to the consultants, and again they gave me the wrong information about how to cancel. Finally I got hold of Hendrik again, and he told me to email a cancellation letter to him as well as to the head office, which I did immediately. Then the long wait started we heard nothing from ADT (again). to say when they will pay back my money. After about 60 phone calls, and about 20 emails (which I have proof of), I got through to a supervisor (Peter **), he told me they never received the cancellation letter, which at that time I have emailed to 5 different email addresses at ADT, so I emailed him the proof, and he said he will give it to a Vusi **, who was supposed to contact me the day after I spoke to Peter.

Guess what, he did not phone back the day after, so I phoned and sent emails again. Finally, after about 4 days, Vusi phoned me back, and said that they do not have any proof that I paid, so I sent him the proof. Now, after all this time waiting for ADT to pay back my money, they say it will take another 7 to 14 working days before they can maybe pay me back. this is unacceptable. I want my money back.

She also informed me that I would mostly likely be billed in September for my next payment since I am having the product installed in my home 2 days before the month is over. On 08/02/2011, I noticed that my account was charged $52.74 from ADT and I contacted her immediately and told her that I was billed today and that it also charged me a NSF of $28.00 because I didn't expect any bill coming out right now so the account was empty. She told me that was basically not her problem, she set up the service but do not deal with billing. She then hung up with an attitude. I then called the customer service line and spoke with Ebony **. She stated the reason the amount came out because it was prorated and charged me a full month, so from 07/29-08/01 it was $6.20 and from 08/02/09/01 it was $46.54 which totaled up to be $52.74 and I told her to stop payment from coming out of my account until the system is fixed and my money is replaced.

I also called a guy that was in the troubleshooting department and he sent a signal out to the system and it didn't work. He then told me to close the door, hit the password and away, then in a couple of seconds, then close the door like I'm exciting, then wait awhile and walk in front of the motion detector, I did so and the alarm never sounded. All this went on while I was on the phone with him. We performed this task several times and he said that he was going to get somebody out there as soon as possible but it was scheduled two weeks away, again nobody showed. I then call her office and was transferred to her supervisor who did not answer, so I left a voicemail. She didn't respond, so I left another voicemail and yet again no response. So I called the office again and asked for her supervisor and was given a number to a guy who name at this time I can not remember, but I do have it written down at home, he didn't answer either so I left a very detailed and displeased voicemail.

A couple of days later, Tanika's supervisor called me back and she stated that she apologize for the inconvenience that she was on vacation and was not aware of what was going on. I explained the entire situation to her along with the fact that I had been speaking to other customers of ADT and their entire home is wired including windows and they pay less than myself. I also told her that I was charged a NSF for a bill that I had no knowledge of until September. She asked me was there a billing date on my contract or my installation paperwork, and informed her it was not. So she said that she would reverse the NSF and get a technician out to service the system because it could be something as simple as dust inside the motion, and she would send a guy out that service my area that is a veteran in the alarm business, could evaluate my home and get me covered fully for a cheaper price.

This set up was to occur on 08/13/2011 and I stayed home all day and no one called nor showed up. I phoned the supervisor again on that following Monday, 08/15/2011, and she never called back nor answered. I then called the customer service line and spoke with several people in billing that stated that they could not help me only to pay my bill and if a tech come out and find fault in the system, they will credit me in 30 days. By this time, I am extremely upset. I have made several attempts to reach out and get this resolved and I did not feel like I should have been the one chasing these guys around to get a product of theirs working properly, get my money back and better service for my dollar. I then stopped calling for awhile to at least see if somebody would contact me.

Sometime in August on a Saturday, I had left the home for the day when a service technician called my cell and said he is 5 minutes out from the home. I told him I was not there because I was unaware of him coming. He stated he would document it and for me to try and reschedule. Well now, I was feeling a little confident in the company so I called again to set up an appointment and the customer service rep basically said she would schedule somebody to come out and they did not again, and this was the first week of September. I completely gave up. I said if these people want payment, they will call me and get this resolve themselves. Well, they tried. They sent me a bill for $53.04 due on 09/02/2011, then I get another bill for $192.66 due on 10/11/2011 for October and November and another bill for$ 241.39 for 46.54 due 12/02/2011 for December and January. Yet my system is still broken.

I was fed up with their antics, so I called and spoke with my mother and she phoned them on 12/5/2011 on my behalf and she spoke with Gail in the corporate office through their phone number 1-866-561-0952x24731. She explained all what took place and Ms. Gail told my mother for me to call and speak with her. I call her on 12/5/2011 at 12:11 pm and she didn't answer so I left a voicemail, yet she never responded. I called back on 12/8/2011 at 2:25 pm and left another voicemail and yet there was no response. I called again on 12/9/2011 at 10:02 am and left a voicemail, yet there was no response. Today, I have made my final call on today 12/14/2011 at 1:25 pm and it is now 3:02 pm and I have yet to hear a response back from her.

This has been the worst experience of my life. I have never dealt with a company so great that treat you like this and expect you to pay them. Yet they scream about contract but they are not holding their end of the contract together. I know my service will be cut off on 12/30/2011 and as you can see, I have reached out several times from August to now and I have been left in the dark. I will continue to write anyone that will listen and solve this issue. I don't want this issue on my credit when I did nothing to put it there and I don't want to be with a company that will not service my needs especially when I'm paying for it. Please help.

Of course, then we need the better version of the keypad and when everything was added up, the cost was closer to 1000 dollars. When the salesman told us there would be a three year contract involved, we said okay but told him that we were renting and did not plan on staying there for 3 years. He assured us that this was not a problem and that our equipment would be moved at little or no charge to us, but we would have to fulfill our 3-year contract.

When the installer showed up, he said we were going to get 4 door sensors and 1 motion detector for the whole house! That was not what we had discussed with the sales rep. The guy said he felt bad and offered us another motion sensor at half price (still 80 dollars) gee, thanks. Then they charged my bank account way more than they were supposed to before the agreed upon date. Finally, I had to tell them they were not allowed to charge my debit card anymore and to bill me monthly. They promised a $50 credit for my troubles that they never actually credited to my account. When I moved about a year later, I found out that not only would they not move my equipment for me but that they expected you to leave the equipment at the previous address and buy a new equipment at a discounted price.

The discount was a whopping $100 of $800 to $900 system or I would have to terminate my contract and pay the $900 termination cost. I finally convinced them to install at no charge because that is what I was told would happen, but they said I had to move and unhook the equipment myself. They would not do it. So finally, I am getting the equipment installed and telling them I want in writing that there is no installation charge. They gave me that but guess what? They charged me a $155 install charge anyway and when I called, they apologized blaming installer error in filing the paperwork. They assured me that the money would be put back in the bank, but that this process would take ten days or more. They also offered another $55 credit to my ADT account for my troubles. I argued that it did not make sense that I had to wait 2 weeks for my own money, but they said there was nothing they could do.

I finally ended up disputing the charges with my bank as ADT was taking so long to get me my money back and my bank credited the money back right away. ADT sent the dispute back to my bank and told them that I was supposed to have paid and it was a valid charge, so my bank took the money back out of my account and overdrew my bank account by $121. I called ADT and they said that they went ahead and credited the money to my ADT account and applied it to my next bill by mistake.

They said they would credit my bank account but the process would again take 10+ days. I asked them why I should have to wait that long when they screwed up? I also asked them why someone would tell my bank misinformation and basically tell my bank I'm lying about the charges if they knew I was in the right? To both questions, they only said "I'm sorry, I don't have an answer for that".

Now it's Christmas and I need the money that never should have left my account in the first place. So I called my bank to see what I could do. They said they could not reverse the charges again unless ADT faxed them something, saying the charges should not have occurred and so I got the fax number and called ADT. ADT told me that they would not fax anything to my bank so that I could get my money back faster as they do not do "correspondence with financial institutions". I told them "but you guys screwed up, now my account is overdrawn and I'm giving you a chance to help me out and make it right". He again refused and said there was nothing he could do. I asked to speak to a supervisor but he would not transfer me.

This is the worst company I have ever dealt with and I have and will tell anyone thinking of getting service with this company to go elsewhere. They do not do good business. I would like to add that I had to make one of these phone calls on my lunch break and a co-worker overheard and asked me about it. She said she had the same problem and they took money out of bank twice without authorization. Horrible company!

ADT are the biggest crooks in the industry. It ain't right. I wanted to get a four-month extension and they told me that my contract was until 2016 and if I did not pay, they would sue me for 90% of the contract and add on extra charges. So now, I am stuck with a company that is total dishonest. I wonder how they sleep at night. It is hard enough to be a small company in a struggling economy to have to deal with a company that only cared about the money.

Do not use this company for any reason; they are very dishonest.

ADT currently is withdrawing the payments from my mom's account but as of today, I will contact the bank to have this block. I know there should be some sort of exceptions when situations like this arises; however ADT's response proved to me that they are a business that doesn't care about customers; it's all about the money. I currently have business and home service with them but after this episode, I think I'm taking my business elsewhere.

I have been rescheduled for December 6, 2011. I just want to ask if this is some type of joke, playing with clients' time. Is this company professionally managed? Every time I had to call to find out the status of the technician, there is no one senior to take responsibility for the technician not coming or finding out the reason for this, and making sure that this does not happen again.

I had been paying for their services for last 3 years, and this is the first time I asked for some service, and this is the type of service I got? I can never recommend ADT to anyone. Can someone solve this problem and see who is accountable for it? My system keeps beeping after certain intervals. It is difficult to sleep.

I never signed the contract with ADT but they are apparently trying to hold me to this contract saying that by installing the alarm system, I am somehow bound to them. But the system has not worked for the past two months! I refuse to pay the monthly fee and I will not sign the contract they sent me through the mail!

Wanda said she would have someone out on Friday to at least put another camera up so I can have a better view of my back yard. Of course that did not happen. People pay for this service but I feel I am not treated or respected as a customer. I have been put on hold because either someone is on vacation (Gary). Daniel did show up with a camera—the wrong camera. He did not come back and of course there were issues with rain and latters and manpower again.

So I am now on hold until Monday when Gary is off vacation. Now a company like ADT and advertisement does not say you lack manpower to get service to customers. Wanda told me Daniel told her why he should go back and just replace the cameras on Monday instead of making two trips. Keep in mind camera 1 is out and camera 4 has water on the lens. This was verified by the two installers from the installation department the Lanham office. They where better than Wanda’s group. So what does the customer do? I am paying for a service and still have problems. I do feel Wanda wants to be everyone’s friend instead of being the boss.

There are no consequences for ADT but the customer is the victim. You can forward this to ADT’s corporate office if you like to. I do not know who to send this to at ADT.

They took the $99 installation fee out of my account at least 3 days before the installation date, which the sales woman insisted was not binding. They say it will take 10-14 business days to refund the money. Amazing that it took them less than one day to bill the money, but takes them 14 to return it. No matter what, this is deceptive business. If they do not refund the money, it’s criminal.

Before signing, however, I asked how the service agreement worked if I were to move. He assured it was a seamless process, which involved taking my equipment, re-installing it at the new residence, and just continuing the remainder of the three-year contract I would have to commit to. Knowing I would return to Arizona in the near future, I specifically asked if the easy relocation process he described also applied if I were to move to here. He stated it would not be a problem at all and even assured me that they allowed up to two years to resume service after relocating.

So, I signed and started ADT service. Unfortunately, because my copy of the contract is currently still packed in a box somewhere, I don't know for sure if I was negligent for not properly reading the fine print that day. If so, it was because at the time I was fraught by several life events, including caring for a dying father and fears for my safety as a single woman. As a sidebar, I recall sharing some of my personal concerns with the nice young couple because we had struck up a rapport, and they both seemed so caring. This then resulted in him asking me if I knew that God loved me, and did I want to pray and be saved right then and there in my living room. However, I do not ever recall seeing anything about Safe Streets USA on the contract and assumed he was providing accurate information.

For almost a year, I was actually happy with the ADT service. But my dad passed away over the summer, the lease on the Florida rental home was over in August, and I found myself again unemployed in a horrible job market. I called the number shown on my monthly ADT invoice (which also never reflected Safe Streets USA) and informed the rep that I would soon be moving from the current residence and relocating out of state. I let them know that I loved the service but would need to stay in temporary housing for a short while until I could find and move into my own place. I courteously provided all physical contact information and stated I would call the new local ADT office after resettling as the sales rep who sold me the system said I would need to do. I then asked the phone rep about removing the equipment. Contrary to the information given prior, the phone rep indicated that the equipment could not be removed, but another system would be installed at the new residence.

I continued to assume everything with ADT would just be the similar to starting and stopping utilities. Then, the fun started! The day after moving out, I began to receive harassing phone calls from a company called Safe Streets USA. They said that because I had terminated their service, I was now in breach of contract and liable for $911.00. It all seemed very confusing—I had never heard of them before, but provided the same information as earlier about my relocation and the reasons for doing so. They said I was in breach of contract because they did not have jurisdiction in Arizona. I said, so were not allowed to move to other states—even for employment?

I explained to the person calling me that I was in my car and about to venture on a 2500-mile drive across the U.S. but that I would certainly call them after arriving at the new destination to resolve the matter. While traveling, I continued to receive more phone calls, and within a day of arriving at the temporary residence in Arizona, two notices of certified mail from Safe Streets USA had already arrived. The letters nastily stated that if I did not pay them $911.00, I would be reported to a collection agency.

I finally found a place to live and got moved in while continuing to receive calls and certified mail from Safe Streets USA. Meanwhile, my calls to corporate ADT have resulted in continued frustration with conflicting information from the various phone reps I've spoken with and repeated the same story to over and over. Some of the corporate ADT reps stated that Safe Streets has no right to those types of tactics while others have said it's basically my problem that I moved to another state where a company I've never heard of before does not have jurisdiction.

Then, a rep from Safe Streets said they would stop harassing me if I just let them coordinate a new agreement with corporate ADT here in Arizona so that they could get their money. I agreed, both to get them off my back, and because I really do hope to be safer with a security system. But now I would not only have to pay for a new installation, but sign another new three-year contract with ADT.

I've had enough. The installation did not take place today and I basically told them to ** off. I will pay Safe Streets $911.00 only for the sake of preserving my credit. This experience has also taught me to never sign another contract with any company for any service. Never again.

1) The technician who installed the system did so improperly. When we had a burglary attempt a month or so after it was installed, the system completely malfunctioned. The alarm didn't go off (except for sporadic, short beeps), and it did not call the police. When ADT came to inspect it afterwards, the admitted it was never hooked up properly.

2) When I moved out of the house in July 2011, I called to discontinue the system. Because I was unable to recount some random password I had given for the account (even though I offered any other information they would need), they were unable to process the cancellation.

3) I called back a week or two later to try and finalize things, and they put through the cancellation notice.

4) I was billed a month or two later, and when I called to check in, they notified me that there was no record of the account ever being cancelled. And that I now owed them $600+ for remaining months in the contract.

5) Over the next FIVE months, I had a series of at least 12-15 calls with ADT, trying to resolve the issue. This time had to be taken out of my work hours, so that I could call during their work hours. And it easily ate up at least 8-10 hours of work time between being put on hold, transferred, etc.

6) After finally being transferred to someone in the "corporate" office, she promised to email me this supposed contract I had signed. And said they might be able to negotiate down to a $200 fee (although they had charged my account an extra $100 since I had moved out of the house). She said to call her back after I received the email.

7) I never received the email. And called and left two voicemails that were never returned. So I decided to wait for them to contact me.

8) Nearly two months later, I was contacted by ADT again asking for the $600 balance. I spoke with a customer service representative and told him about my previous conversation with the woman from corporate, and he insisted no conversation could have taken place since there was no "record" of it in their files. And that they certainly would not have negotiated down to $200. Basically, accused me of lying. I asked him if he could at least email me a copy of the contract, and because I again could not supply this mysterious password, he was unable to do so.

9) Finally, I posted on ADT's Facebook wall yet again (this seems to be the only way to get someone with authority to actually contact you). And guess who called me today? The same woman from corporate who the man insisted I had not talked to.

10) When I mentioned this to her, she said that conversations with corporate are not listed in their files. (?? )

11) When I asked her about the un-returned voicemails and emails, she insisted they had been sent and that she always answers her voicemail. (?? )

12) She offered to "generously" cut down the fee to $200 (plus the $100 they had already charged since I moved out of the house). But also basically said there was no way that my second conversation back in July (when they said they were cancelling the system, but actually didn't) took place, because it was not recorded "on record". Thus, they said that my system was not effectively cancelled until more than two months after I had moved out of the house. SO not true.

13) She would not budge with the $200. So I had to give in and pay it, since I did not want them calling collections (as I am in the process of purchasing the next house).

Absolutely ridiculous. Disrespectful. And dishonest. I will NEVER be using this company again.

When we received invoice # ** from ADT, we contacted ADT to cancel the service on 7/15/11. But we continued to receive phone calls and bills from ADT regarding payment due. We again contacted ADT to cancel the service on 8/3/2011 and again on 10/17/2011. It wasn't until the 10/17 phone call to ADT that we were instructed to put our request in writing and to fax it to xxx-xxx-xxxx. On 10/24/2011, we received a letter from ADT asking yet again to put our request to cancel in writing. It was mailed and faxed on 10/24.

Since 10/24, we have received numerous automated phone call from ADT regarding payment. Every time we received a phone call, we re-faxed our request. Now we are being told, that not only has ADT refused to cancel our contract, even though we have more than met your five-year requirement (we have been with you for 9 years), but ADT is continuing to charge us for services we have been asking ADT to cancel since before August 3rd, 2011.