ADT Reviews

I received a mailer from ADT stating that they're offering service for $27.99. I called the number, explained that my house already had ADT equipment. The representative stated that not only is the $27.99 rate valid but that I would receive an $800 credit towards any new equipment. I asked at least three times if the $27.99 was valid for me and was assured that it was. I also inquired why I would need a credit towards new equipment since I was already armed. The representative stated that I probably won't -it's a simple matter of turning on the existing equipment. We set an appointment and was told me it shouldn't be any longer than 45 minutes to an hour.

The service person arrived promptly at the time agreed on - 11:00 AM. Assuming this was a quick and simply task I had scheduled meetings for myself at 1:00 and 2:00 PM. I showed him where the equipment was, went back to work and assumed this would all be quick and simple. He did tell me that we would need to replace many of the existing devices to ensure that the service worked - but again, that was covered by the $800 credit.

Over an hour and 15 minutes later, the representative told me he wanted to show me some add-ons I might like. Recognizing that this was a sales presentation, I said that while I might have an interest, I needed to do this another time. I assumed he had already done everything that was required. He then told me hadn't even really started the work and that he needed several more hours.

I was furious and said that we should forget it and undo whatever he had already done. He then put me on the phone with a "Sales Manager" who tried to high pressure me into completing the installation. I initially said no. After further consideration - and not wanting to waste even more time - I asked if he could complete everything by 1:30 so I could at least do my 2:00 meeting. He told me yes. I cancelled the 1:00 meeting and agreed. By nearly 1:40 (2:40 minutes - not 45 minutes to an hour), the representative said he was done and I that I just needed to "quickly sign off" on the paperwork. I asked once more if I was getting the $27.99 rate, he said yes and everything else in there "was pretty standard".

Maybe a week later I received a bill for $52.99. I was of course surprised after the many reassurances that I was getting the $27.99 rate. I was told by the person on the phone that I had in fact signed off on a 3 year contact at a rate of $52.99. When I expressed my absolute frustration and disgust, he/she went on to explain that the $27.99 rate only applies if you have a landline phone. I said that it doesn't say that anywhere on the advertisement. He/she said it does on the back. After looking for several minutes I saw that buried in all the fine print is one sentence about the need for a landline if you wanted that rate. The representative suggested that perhaps I should consider getting a landline! I won't go into the absolute stupidity of such a suggestion. Yet, at no time did anyone in the organization bring this up when I asked for assurances that I was receiving the $27.99 rate prior to and during the installation.

I then posted this review and made several tweets on your customer service line out of absolute disgust. I also looked up reviews and saw that many people - particularly the elderly- have had similar experiences. After three or four days someone from named Shannon left a message for me. I called her back. She returned my call several days later. I called her back and couldn't get her on the phone. I imagine this is what counts as "customer service" - a lame attempt at getting me on the phone.

Here's the thing that's so pathetic. You have a decent product and service that I may have willingly paid the going rate for. Instead you clearly have a methodology of entrapping customers to contract for the service. I am still considering legal action and have been in contact with the Better Business Bureau and Consumer Affairs. At minimum, I will continue to post this story on any and all customer review sites. ADT's business practices are a disgrace and I hope to alert, advocate and raise awareness about what you do to people.

Original Review: DO NOT DO BUSINESS WITH THIS COMPANY. PURE BAIT AND SWITCH. They sent me an ad quoting a $27.99 rate. When I called about it, I was told, "Yes, you'll get that rate." The installer came out and said, "Yes, you'll get that rate." Surprise - I got a bill for $58. Apparently, in some very fine print on the back, you needed a landline - but no one - including the installer who knew there was a landline mentioned that. If you try to cancel past 3 days, you're responsible for 75% of the contract. I am appalled. They are liars, don't care about their customers and shouldn't be allowed to be in business. I wish I could give zero stars but apparently that's not allowed.

I reached out to ADT and informed them that J wasn't able to help me. I asked to speak to her manager. J's manager called me from his cell phone, only gave his first name, and refused to acknowledge any kind of failure to deliver services. He was frustrated and hung up on me when I insisted that J should have been able to give me a quote on time. As I am attempting to move to CA and apply to rental housing, I find out my credit report has taken an unexpected dip because ADT has an open claim for more than $400 against me. I was able to explain this situation to my new landlord thankfully. I call ADT again (very tired of dealing with this at this point) and am offered $100 dollars off my contract termination fee. I decline this because I am upset that any such fee was even applied against me to begin with. I request escalation to the manager of Joyce's manager.

We spoke with another manager today (2/6/19) that offered to cut our bill in half for $200.00. Funny how the price keeps dropping, eh? They were rude, hostile and refused to acknowledge that they caused these issues. I will never recommend ADT or their subpar services. Please run. There are so many other dependable security companies that do not try to file false claims or break contracts. Run!

I called Customer Service and they removed the additional charge. Tried to get out of contract since we have not been able to use the system but was told we had to pay to get out of it. We would also have to pay for someone to come out since we did not purchase the maintenance plan. That is why we tried so hard in the beginning to get the problem taken care of but now we should pay. We have used ADT before and will never use them again or encourage anyone to use them.

After telling him we were not interested his demeanor changed to a very aggressive tone. We ask him to leave twice. I finally opened the door and pointed for him to get out. He told me he would get out the house but he couldn’t leave without talking to his boss. Long story short I ended up having to talk to 3 other people while he was getting his keypad back. He did not reconnect my other system and left wires unconnected. Now my smoke detectors and carbon monoxide detectors do not work and I have yet received my money back. I was on the phone for 3 hours and none of the people were concerned about it. He left my house in a unsafe condition! I had a perfectly good energized system - all I need was for it to be activated. Everything else was already in place from the previous owner. I will never recommend this company to anyone. He also tried to use scare tactics on me while we were alone.

After 90 days I called ADT yet again and was then informed that we hadn’t been instructed as to the proper way their referral process works. I was then told I would NOT be receiving my $100 gift card after all. So not only am I canceling my 20+ years service but so is my friend. I am appalled by ADT’s lack of integrity and customer service. Foolish business policies at best.

I was told that I could EMAIL my request in and that I would be emailed a code to use and to also include the board minutes in the email. I did everything that I was asked to do to a T and I got a email from another person with ADT that I had to do it in writing and give a 30 day notice before I could terminate. This is not the instructions that we were given and feel like this is just harassment. They will not get another dime out of our country club as our accountant has been instructed to stop any payments to ADT. Many of our board members have also said they were going to quit ADT also because of this.

Best part, every time they've come out to "help move equipment" in the past, it renewed my contract. So I can't get out of this now until 2021 (2024 if they come to "move it" again). No matter how you approach it, they will figure out a way to screw you when you move. I don't know why this is a policy. I don't feel like I did anything wrong or broke anything just by moving; I don't think I should have to spend $350 on new equipment every time I change locations. The equipment is brand new. I should know, I bought it last year.

The sheriff arrived and we worked with the alarm company to get the alarm off. We tried disconnecting the battery but it went off again after several minutes so we then unplugged the entire alarm. Because it was a false alarm, which I was unclear of when it went off, I received another fine. My fine's now total $225. ADT has sent someone here twice since that alarm which was only 2 weeks ago as the alarm has continued to malfunction. On the last visit, the technician decided to change the keypad and hoped that would solve the problem.

So far, it seems like it has. My problem is now, I have written ADT asking for reimbursement for the alarms and I have no response. They simply ignore all communication. I have called and asked for the phone number of the False Alarm Research Dept. and have been told they only respond to e-mail and there is no phone number. They have never responded to me. I am asking to be reimbursed for these fines as they are clearly due to equipment failure. I am not sure what to do next and am considering pulling my ADT equipment out and going with Comcast. Please help me.

Day 54: Informed refund still not received; paper bill for following month received; still receiving texts and emails regarding system connection. Acct. mgt. team member assisted to ensure cancellation. Day 64: ADT advised that wrong refund amount had been submitted. Therefore, their system rejected it. If I hadn’t called yet again, correction would not have been resubmitted as it has to be done manually. Also, on day 62, received another text and email regarding system connection. Day 67: Finally received refund. Hopefully, cancellation finally in effect--no more withdrawals, texts or emails!

A year later the video recorder quit working altogether. They came out and replaced it and renewed my contract saying it was an extension and added equipment. I've paid for two years and got nothing zero service zero monitoring from ADT. I've used other companies in the past with four locations and I've always had a good experience with other alarm and video companies. ADT is a rip-off. They manipulate facts in order to extend the contracts. They provide you with poor equipment. The person that came out to perform my surveillance system was a baseball referee and only had three to five days worth of training. He disclosed to me. I would recommend using anybody other than ADT.

Original Review: When my mother set this up at her house, she was told that it would be no problem to cancel her service. She alerted ADT to the fact that would be selling and they still charged her 52 dollars per month and told her that she would be responsible for another 3 years of payments or be in breach of contract. She didn't understand while setting up alarm that it was a three year because it wasn't made clear. And, the young lady on the phone said that my mother would never get that money back and that she is in contract, too bad. That same young lady told me her ID number and then when I caught her in two lies, told me that she never gave that to me. Is this how you conduct business? I would tell everyone, especially seniors, to stay very far away from ADT. This is despicable.

ADT RESPONSE (01/28/19): "Thank you for your response James - I have located your account with the provided address and see that your services were purchased through and installed by a third party named Defenders Security INC, AKA Protect Your Home. Defenders is an independently owned and operated retailer of our monitoring services. Therefore, they install and sell their own alarm equipment. For these reasons, we would need to escalate your complaints through them, as they would be the party to resolve your concerns. Expect a follow-up from Defenders’ upper management team within 24 business hours. I will be forwarding your complaint to Defenders’ upper management but, should you need to reach out to them directly, their number is 1-800-689-9554. Thank you for your patience! Mazen, ADT Presidential Executive Response/Resolution & Social Media Specialist."

MY RESPONSE AS FOLLOWS: "Thank you for your prompt response. Answer me this. I'm assuming your position at ADT is with human resources, handling the disgruntled consumers. Please, correct me if I'm wrong, but don't you think reading the complaint is the absolute first thing you should do upon receiving a negative review? NOT reading the complaint tells me ADT had no intention of even trying to attempt to rectify my issue. If you read the complaint I submitted to ConsumerAffairs.com you would realize that your response was a waste of my time. I can't help but think you purposely didn't respond with a written response the first time. Upon reading the 2nd (the only one I received) response I was sure of it.

Let's see where should I start, You DEFINITELY read my complaint, and I will give you your shady tactics one by one. The first message I couldn't see WAS WHY? Because, you didn't send one. You couldn't very well respond to my complaint when I already almost verbatim predicted what your reply would be. So what better? Not respond! Next on the list, You send the 2nd (supposed) message and ask for the telephone number and the address of where the location of service is. You have my Name, number, and location. I uploaded **3** contracts ADT/DEFENDER INC. AKA PROTECT MY HOME have on file.

Remember, ADT supplies the monitoring portion of the services, correct? ADT knew when they sent the 2nd and only message, they weren't interested in reviewing my concerns further. That statement was strictly for the innocent consumers that haven't experienced ADT'S RUTHLESS WAYS, YET. Conveniently after finding my address from the information I provided (inormation ADT had the whole time). It's really sad ADT is only worried about MONEY. Thank you for doing exactly as I stated. Nothing but HELP STEAL money from loyal customers, and try to act like ADT care."

As of 01/30/19, I have heard NOTHING from Defenders Security INC, AKA Protect Your Home (AN AUTHORIZED DEALER OF ADT). What more needs to be said of the practices for BOTH COMPANIES! Guard yourself with invaluable first hand information from a knowledgeable consumer. Don't obtain services from either company. Save yourself the headache/money from these criminals!!!

Original Review: PLEASE READ. PLEASE ADVISE. THIS COMPANY IS FRAUDULENT!!! Bait and switch to the fullest. They are worse than a telemarketing boiler room. This is just one of their SEVERAL TACTICS. These are the facts. You will contact ADT or they will contact you. Doesn't matter either way. They will explain their services (i.e. they will LIE to you and BAIT YOU) then when services are due they SWITCH EVERYTHING.

When you finally realize this has happened, and you contact ADT to no avail and never receive a return call after you have left message after message. You will end up here or some other site desperately seeking some sort of assistance from these CRIMINALS! When you end up finally getting a response, this is what they will tell you. We do apologize to hear of your experience! We have reviewed the account and see that your services were set to be installed through an ADT Authorized Dealer. Defender Security (or some other entity just not ADT) is a separate entity than ADT with their own package and pricing offers. If you could email us directly and verify the best phone number to directly contact you on we will reach out to Defender Security on your behalf.

So basically what they are saying is. We allowed this company, Defender Security, or Nightwatch Security etc. (it could be different they use SEVERAL) to lure you in by using our name ADT, they make you feel comfortable in believing your dealing with ADT, a reputable company (WRONG) and allow them to lie, bait, and switch everything the sales rep promised you.

When you finally catch on and try to contact us (ADT) we are going to tell you, we are so sorry for your experience and do apologize for the inconvenience, but we didn't install your system and they have your contract, WE JUST DO THE MONITORING they are an even more scandalous company than we are. We just allowed them to lure you in with our name and we only receive a percentage of the money they are stealing from you. We would love to help you, ONLY because we are online and the whole world has access to possibly reading this article so we have to make it look like we care and are worried that the innocent consumers might figure out that an authorized dealer through ADT does in fact make us responsible FOR SOME OF THIS. So give us your information so we can do nothing for you.

DON'T FALL FOR IT!!! My husband and I were foolish to believe their lies. If you haven't obtained service through ADT, don't do it! Read people!!! Everything I have stated is what ADT's response is to the majority of the complaints from the consumers on this site. I will be submitting this complaint now and will update on what the outcome is along with it being posted here on this site. Stick together people, this company is a corporate giant that has lots of money and lawyers and they are not worried about us, the consumers. The laws do not protect us from these giants, so we need to look out for one another. The following text is my first hand experience with ADT and Defender Inc. Please read...

On 08/01/18 a technician and a trainee from ADT came to our home to install their so called FREE HOME SECURITY SYSTEM (a $850 value, along with a FREE $100 visa card, FREE 15 pre-wired door/window sensors, FREE wireless remote control, and a FREE digital camera (when you upgrade to ADT pulse) . The catch supposedly was to be a new customer, pay a $99 installation fee, and purchase their great low price of $27.99 per month for monitoring services. Now, two days prior when my husband spoke on the phone to the sales rep from ADT, my husband made it a point to let the rep know that we didn't have the money to pay any extra costs or hidden fees due to being on a fixed income. The sales rep reassured him that there would be no extra costs involved. My husband also let him know that we had not gotten a phone provider yet, due to just moving into our new home.

The rep told my husband that a phone line was necessary in order to receive service from ADT. My husband asked what provider they used so we could do the same and possibly make things easier compatibility wise. The rep suggested Century Link, so my husband scheduled a phone line to be installed by century link. This brings us back to the morning of 08/01/2018. The ADT tech and trainee started to set up the service, 30 minutes later and a huge whole in my wall where they mounted the security panel the tech could not get the system to connect to their server. After another 30 minutes of the tech back and fourth with dispatch he asks me if the phone line that century link installed was a VOIP line. I told him yes, that we were unable to get a traditional land line because Century Link no longer offered that type of service and due to us living in Laughlin, NV Century Link is the only provider that services our area.

Now that being said here is where all the deception and overcharging begin. The tech starts to explain that the $27.99 per month monitoring service is only available for landlines. This was not told to my husband per the conversation with the sales rep. So now in order to get ADT monitoring services we would have to pay for ADT Pulse witch would be $52.99 a month. So now we paid for a VOIP line to be installed specifically for ADT and now we have no use for it. You would think a reputable company would offer some type of compensation for our waste of time and money., right? We were told that we would have to get wireless service in order to get ADT.

So now we are out of pocket for the VOIP line, we get charged for canceling the VOIP line and we get wireless services with Century Link. I ask the technician if there is anyway we could be compensated for all the BS we have gone through. The tech replies, "We are already giving you extra motion and window sensors (I thought you get 15 free in the promotion, and I only have 10 total window/entrances and I have never heard of ADT giving a monthly discount in all the years I've worked for them). I said, "Well, call your boss and I will ask him for a discount." He called his boss and I explained everything and he said the best I can do for you is $44.99 a month a total of $1,619.64 for the term. It wasn't the $27.99 a month as advertised or promised, but it was better than the $52.99. The tech and the trainee installed the equipment and on the way they went.

I have been charged as follows 08/02/2018-$107.17, 08/08/2018-$105.98, 08/23/2018-$105.98, 12/03/2018-$52.99, 12/31/2018-$52.99. Obviously this is not calculating up to $44.99 a month. My husband called ADT the end of September 2018 inquiring about stopping services with ADT due to being charged to much from day one. We were given the run around along with a telephone number to contact.

On October 2, 2018 we received a letter from ADT Admin Support Department stating that this letter is to inform you that there was a digital error with the Electronic Contract we signed at installation and my husbands signature is needed to make this correction and complete our ADT ALARM SERVICES CONTRACT, and to sign and initial ONLY WHERE INDICATED, DO NOT MAKE ANY OTHER EDITS OR CHANGES. On the new contract total amounts are inconsistent, along with two different forms of payment for my husband one of witch we have no idea of the account they are referring to.

As of October the 2nd our ADT alarm services no longer worked with ADT services and we were disconnected. We were happy that we no longer had a contract (so we thought) and no longer had to be bullied by a corporate giant. Wrong, as I scanned through my debit account I noticed a charge from ADT, so on 1/23/2018 I contacted ADT and spoke to rep Maria I explained to her about the letter on October the 2nd from ADT that we needed to sign the contract in order to complete the contract, she asked for the telephone number so she could look up the account. I gave her the number and she told me she too showed no contract on file for us. She put me on hold and then told me she needed to transfer me to Defenders Inc. At that point I was connected to a rep by the name of Asha rep I.D. #** this rep was the RUDEST, NON-HELPFUL, rep I have ever dealt with.

When I told her of the October the 2nd letter to make corrections in order to complete the service contract she stated we have a contract on file for you so I don't know what your talking about. I told her I was holding my contract that I had from the day of installation and what did she show on the one she had. The info did not match from what she said she saw and from what I saw on the one I have. I told her that it wasn't consistent to what I was looking at and she told me I don't know what to tell you but what we have on file is what it is what ever you have is nothing worthless. I told her really what did I just pull this copy of a contract out of thin air? I told her I would like to speak to her supervisor and she told me that it wasn't necessary to speak to her supervisor that she already told me what it was going to be.

I said, "Really so you're telling me that there is no one in a higher position that I can speak to and that there is nothing she is going to do for me. She said, "Hold on," so I did and 20 minutes later she returned to tell me no manager is available to speak with me. So I said okay then how about I leave my telephone number and they can contact me back. She replied, "No." I said, "So basically you're telling me I can't speak to anyone and you won't have anyone contact me back." She said, "NO I didn't say that you said that." So at that point I hung up the phone. That is why I'm here sharing my story since ADT won't rectify this and in hopes to warn other consumer's not to put yourself through this madness.

I called right away. Transferred to Defenders or whatever the third party company is that handles the billing and they wanted to offer me more Visa cards to bring my monthly billing statement down even more. So the guy that installed my system on Saturday made it sound awesome that I would be getting all of these Visa cards to total $400. BUT they do that to try to make the monthly statement lower, now to counter-act the expensive cost that you have to pay upfront for the equipment. Totally felt scammed and wish I would have done my research. What a crap company!!!

We had discussed this with their "professional" installers, power outages of days is not uncommon here (thanks PECO). Note that wind was howling last night-as is common, no alarm trigger, this only happened (2x) when snowy/icy. Technician that responded said nothing could be done about "wind" or battery life problem, was very condescending/unpleasant and tried to upsell senior citizen owner. Needless to say we are still angry esp since "nothing" can be done about these apparent flaws in system. If you have a smart phone there are many types of monitoring systems that don't require expensive installation and monitoring, as well as unnecessary police response, we added our own cameras, highly suggest you try self monitoring first. Again, we apologize to our police.

We were told that they would have to send a technician out four times before they would be able to discuss cancellation as this is their policy. It seems only fair as ADT is unable to uphold their portion of the agreement that we would be able to sever our relationship moving forward. However, after reading several other posts it seems that many people face similar problems. This company does not provide quality products and the customer service is terrible. It's unfortunate that a company that prides itself on services and protection could take advantage of people as it does.

I called many times before finding someone who would email it to me and when I received it showing the signature not even being close to the way I sign I was forced to file a complaint with the FTC. They told me they answer to no one and no government agency WRONG! Now they are all over the place trying to scam me any way they can. They asked me to sign a blank piece of paper 10 times (not a fool), send them my Driver's License and when I told them I was waiting on the FTC to get back to me they got snarky and sent me a document stating I was declaring forgery! When the document is much longer than what you signed, the deal was nothing like what was advertised and they were not blinking when they told me I would need to pay over 600.00 because my contract was now three years instead of the 6 months as discussed with Customer Service. It was a bait and switch, plain and simple.

If you can’t read all the pages in advance they are just looking for early disconnection fee.

Twelve days after tech came, I still heard nothing from sales rep despite repeated efforts. I contacted ADT support who said they also reached out at least twice to the sales rep and his supervisor, still nothing. Each time I spoke to ADT support they said they wouldn't refund my money until they spoke to the sales rep. This went on for over two months with no system upgrade, no monitoring and no refund. Sales rep wouldn't respond to emails, phone calls or even ADT's own support system. I finally contacted the right person with ADT who apologized profusely for the poor service and refunded my money. This may not be criminal in their intent to defraud, deceive, but it certainly speaks volumes for the poor customer service. It is amazing that a company that relies on their customers and their continued use of their services provide such poor service. I will never use, recommend ADT for any current or future needs.

The technician stated that the backup battery was set up wrong as a zone in the house and that because of the battery running low it was tripping the alarm. Due to the police coming to my home for false alarms I received a sizable bill from the police department. Seeing that the problem that caused the false alarms was due to a problem with the way it was set up, I called ADT and was told to contact False Alarm research by email. Of course, ADT denied this stating that is was my doing for the false alarms.

Per ADT there is nothing they can do to help a customer, there is no one who will talk to you regarding issues like this, even when one of their own employee's document in ADT notes that the system was set up incorrectly. ADT will not do anything regarding this situation. So if you are getting an ADT system put in your home, you better watch everything they do and do not trust that this company has your security or customer's best interest in mind. BEWARE! ADT is not a company who cares about their customers. I will never do business with this company ever again.

She informed me that it is the consumer fault not ADT. I explained that the installation technician informed me to wait in which Iesha (customer service rep) said the technician would not have told me that. I find it funny that they advertise for $29.99 a month but after they arrive for installation it is $59 a month and they are ok with the installation technician changing this rate but not informing the consumer of a discount they are entitled to. I asked for the concern to be escalated in which she gave me a reference number and hung up on me. Customer service representatives need to be replaced.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The second tech came out and fixed these issues. Then after a year and a half of paying for this monitoring and never receiving 1 call from them or anything about sending tests to ensure it still worked, I then had all the windows replaced in my home. Never 1 time did ADT call about any of these sensors not making contact because they weren't reinstalled on the new windows, and the alarm was going off in silence mode! Once I noticed, after a few weeks, that there were no sensors on my windows, I called them and they were rude, blaming me for trying to make their system fail, unplugging things without having a tech do it, when all I did was reinstall the contact switches on all my windows so now it worked and the alarm system light went out!

They said they had to send out a tech to fix my alarm system now even though there weren't any lights flashing or any signal of an alarm being triggered and that I had to pay for their tech to fix it! This tech proceeded to cut the main power wire leaving the system on battery backup. I found this out when I was remodeling the basement and found their wire just hanging there and then went upstairs to see that no lights were on! I then called ADT to find out how long my system was off and not being monitored! Only to get a ton of attitude from them!

I then went back through my records and figured it was approximately 9 months that I paid ADT for NOT MONITORING my system because it was not working and NEVER ONCE DID THEY SEND A TEST SIGNAL TO ENSURE IT WAS WORKING CORRECTLY! NEVER USE THIS RIPOFF COMPANY!!! After 1 year, they have you contractually for 3 and they never miss billing you, but they stop monitoring or testing your system to make sure it works!

ADT account executive showed up at our inpatient rehab facility intoxicated. ADT vendor performance score was 60 v. 148 for competition. Failures risk patient/staff safety and regulatory compliance. Presented case to ADT Office of CEO requesting contract release in Oct 2018. ADT promised answer in 2 weeks, then cancelled. No reschedule or decision status for 5 weeks. Wrote email to ADT CEO on 12/11 no answer/acknowledgement. Rep from CEO office sent email on 12/17 saying request is still under consideration. No mea culpa, no decision, no timetable for decision. Worst cust service at all levels including CEO in 30 years. ADT cust retention strategy: lock in via one-sided contract, no service level commitments. We are not for profit treating opioid addicts. ADT could not care less.

Called about getting a new system and refunded for the time it wasn't working. Received rude and disrespectful customer service. Decided I did not want to do business with this company ever again, requested to cancel my service, and sent the alarm system back. This is when ADT showed it's true colors. They want 75% of the remaining contract as a buyout/cancelation fee. In my case nearly $800. ADT is similar to a check cashing place or sleazy used car lot. Once you sign they got you! Now I'm dealing with them calling trying to collect money and not provide me any sort of service. In my experience they spend more manpower on trapping people in contracts than actually providing a quality service. Avoid this company.

Following this terrible experience I had a false alarm and was contacted by ADT as usual. They listed my old address as the source of the alarm so I asked where they would send the fire department and police, to which they responded they would send them to my old address (even though all of my equipment was at a new address). I asked them to correct this as this was inexcusable. Not only did they not correct this error but they kept both accounts open and charged me twice. I currently have several months of bills from my old address even though the company took my equipment down and installed it at a new address. I have had countless conversations with them to fix this error and each time I am promised that it is fixed.

However, several days later I get another call asking to collect on my old account. I inquired about canceling my service as this is absolutely inexcusable and they stated it would be over $1000 to cancel before my 3 year contract is up. Do not make the same mistake I did, go with a different home security company. I have legitimate reason to terminate my contract and will continue to pursue this. As of now, I still have both accounts open and am being charged twice. I have filed a formal complaint and all I was told was "I don't know how we can regain your trust." Ridiculous. I will have to pursue a more formal avenue to terminate my relationship with the worst company.

She and I contacted ADT and let them know that she did not need or want their service and that she was cancelling her contract. She sent a certified letter informing them she was cancelling her contract due to misrepresentation by their certified dealer and it was returned. I have spent a lot of time on the phone with ADT even asking for a supervisor to call me back (which never happened) to resolve the issue. They wanted her to buy out the contract for about $900. We had the automatic payments stopped at her bank. They are still calling and sending her bills. Any company that would prey on an elderly person like this is scum of the lowest order. They know when contacting people that they have a current contract. My mother did not understand that her current contract was not being bought out. ADT has horrible business practices; preying on the elderly is as low as it gets!

I called ADT to ask about this and they said the reoccurring charge was for just in case something went wrong they could come and repair it. I told them I did not want that and asked them to stop just that $30 reoccurring bill and she said I would have to pay them 75% of the 3 years I was stuck with them. I tried to explain that what I signed months later to install the keyless FOB system says nothing about this. Furthermore, ADT does not send me bills so I can monitor what I'm even being charged for. They just charge my credit card and I'm forced to discover the charge on my credit card statements.

This company instills predatory tactics against consumers, lies and then threatens you with huge penalties after they trick you into paying more without any disclosure on what it would cost beforehand. Stay away from this alarm company. They are not honest, calling in is a waste of time and they are just out to trick and steal your money like they are doing to me. Because of the continuing terrible experience I'm having with this shady company I am going to go out of my way to make sure no one I know uses them.

During Black Friday this year I picked up some Ring cameras and then started looking more into what they had to offer, so decided to replace ADT with Ring's security system (it was ~$350 with a monthly $10 versus ADT's $60 a month and due to the cameras etc. I now gained video, motion detection, etc and one consolidated suite that would pay for itself in a matter of 6 months). This is where the real issues started--trying to cancel. I called on a Saturday and was told their cancellation department isn't available. That's fine/understandable. So I call Monday...wait on hold about 10 minutes, someone answers, they get a few details, then put me back on hold for over 20 minutes before I hung up (had to get kiddos in bed).

Tuesday I tried again, waited on hold for 20 minutes, someone answered but was not able to be heard due to an extreme blast of static any time they spoke so had to hang up again. Called again, 20 minutes on hold, someone took my details, another 20ish minutes on hold before hanging up. There's no way to do this on their site, via email, or in any other way. I ended up writing an email to the CEO, President, etc from information I found on the Google and got a call back at about 9:30PM that night from someone in their service group, however not expecting it to be them and not recognizing the number I didn't answer. Instead they left a voicemail redirecting me to the 800 number I had been calling all along.

So the next day called that number, waited on hold (luckily only for a few minutes this time) and then transferred my initial information, went back on hold for a few minutes and FINALLY got someone to cancel my service, all while telling me how I am an idiot for not fully reading my contract that tells me to renegotiate with them any time my contract is up (fair, I suppose, though I haven't dealt with that with any other companies). In the end, I'm locked in to paying them one more time despite being a few years out of contract with them because I have to give them '30 days notice', but I'll take that as a learning fee. I will never do business with ADT again, primarily because of their contract/renegotiation process they require and because their cancellation method is primitive.

Pros: -System worked. -New customers get great deals with many great features (not available for existing customers unless you pay $$). -Decent Mobile app (Pulse). Cons: -After your long-term contract is up you have to "re-negotiate" and sign a new contract in order to maintain your current rates or your rates will continuously climb. -If your house already had an ADT system, you're not eligible for the cool new stuff without paying for it (signed up 5 years ago, possible this has changed since then, so validate that.). -Mobile app "Pulse" requires additional monthly charge. -Difficult to cancel if you ever want out -- get berated by 'customer service' while doing so.

All that is a little deceptive. But, to top it off your promo of a $100 gift is also not clearly explained beforehand. It requires a cashiers check for $4.95. One, really? A cashier's check? Two, this seems to be set up this way to create a hassle in the hopes people don't follow through with it. Overall though, I haven't had any issues with the service so I can't complain about that. Just be more upfront with costs. We were expecting to pay nothing and ended up with a nearly $2,000 bill.

So after asking the ADT rep to leave who was rude I would not let him replace my equipment I immediately contacted ADT. 2 hours, 4 people and a manager I was advised I would not be billed for cancellation on contract. Well then I get a bill in the mail for $800+ dollars. I called again 12/1. Was denied a credit and told I canceled service. Again I did not, ADT could not support my new home! Called again tonight 12/3. 5 people later was credit for Nov and then with the last guy offered a 25% discount. WOW, thanks ADT... I am very dissatisfied with this result and expect nothing less than the full credit they took from my checking account without my authorization. NEVER will I use or recommend this company. I have names, etc. and will file a complaint with emails, names to the BBB. Completely treated unfairly, ADT will never to recommend, referred and at every opportunity I will be sure to share my experience of why to choose anyone other than ADT!!!

The next day we had to get another service guy out because our garage was going off all night as opened when it was obviously closed. We finally got that fixed. Then we got to put our thermostat in (which they did correctly). After that our heat went out because the thermostat caused our heat to blow a fuse because apparently it is not compatible with our wiring. We had a terrible night with our 18 month old toddler, my husband and I have no heat in below freezing temperatures.

We call ADT. They can't help us. We pay 150 for them to tell us everything is installed correctly but our wiring is not compatible with this thermostat. We call to exchange it for something else (I used 6 of my points to get it). They said, "Nope. Sorry. It doesn't matter if you don't use it. You can't exchange it nor can you cancel your service unless you pay us 2000 dollars." WE HAVE HAD THIS SYSTEM 31 DAYS. Apparently 30 days was the cut off point even though we had only had all the equipment for a week. So 500 dollars down the drain for products that we hate and can't use not including what else they want us to pay.

He said, he cannot reinstall it due to liability and left. So today for the 1st time I am sleeping without alarm protection. My old company told me it will charge me for the reinstallation. I am very upset at ADT. They have to reimburse my expenses. So sad. The manager Manny said he is the manager of all NY area. Liar. He screamed at me. I am furious. Do not fall for lying ADT. The salespeople are liars. The manager Manny is a liar. I need to be reimbursed for my touchpads which have to be reinstalled. Please email me on my current email for my name, address and phone number.

When the tech rep arrived he offered us a refund of the 1st installment for equipment charged to us of $343.75, promised & in writing, no additional equipment charges if we agreed to keep the monitoring service contract which went from the advertised $27.99 to $52.99 monthly which we agreed to accept this offer as long as no additional equipment charges applied. He promised we would see a refund to our CC within 30-days but what we got was another charge of $260.10 and took the 2nd monitoring device with him as we did not need two for our small home.

Calling proved to be a waste of my time after having to explain this situation to 4-different people who kept transferring my call back & forth to two different locations, ADT and Protect Your Home. 1-week later, the promised call back from a Supervisor or Manager has not happened. Just got off the phone with our CC to dispute these charges and my next stop is to the Federal Trade Commission and to the Better Business Bureau.

My wife was and still is confused about the whole thing and the billing. From what I gather, when we gave our credit card number during the initial call, is that it would give ADT the ability to have the charges applied after the install to expedite activation. We just received our statement in the mail and I must say, I am making a call Monday 12/3 to clarify the details of charges already billed. Other than that, my wife now feels a bit safer than before.

Well after this experience with their billing and collections department I will NEVER being choosing ADT again. I talked to two different collections agents. Both informed me of one thing then when I called to pay off my account a different person in the same department stated they could not do what I was told by two other people in her same department which was to take a certain percentage off my account balance which was an outrageous amount to begin with.

While going back and forth with her she ended up talking to someone and was able to get some money off which was great but the way she handled the situation was extremely rude and unprofessional. All I can say now is that I will never choose ADT again because of this experience and the fact that they charge 75% of remaining contract balance which is absolutely ridiculous for such a large security company. They made me feel like they did not care once I wasn't a customer and I can promise you I never will become their customer again.

This was mid-October. After calling them two times, I got nowhere. I then finally got someone who set up an appointment for them to come out and pick up their little remote they forgot to tell me they were charging me for. I called two weeks later and still no credit. They also tell me that there's another $52/month charge to come out again. This is the WORST service I have ever had with anyone in my life and I'm 62 years old. So now I have had to close my checking account today because they can't seem to get it right and I can't have them take another $52 out of my account. I recommend that NO ONE use these people. I'm out over $300 and I haven't even had it for two months. I live on social security and these people have ripped me off. They should be ashamed of the way they do business.

Still, compared with the Digital Life security system we had prior, ADT seems much more professional and experienced, we are not sorry we moved to ADT Pulse. We do look forward to having the rough edges ironed out Monday when the ADT techs come. We also very much look forward to the availability of the Nest thermostats to add to our system!

I received a bill in the mail for the $58ish they are now deciding to charge me. I called to see what was going on. They said that due to a USPS error, my piece of mail was not sent out until after my “3 day Cancelation”. The lady I was talking to would not let me speak to a manager, and said there is nothing they could do because it wasn’t postmarked until after the cancelation period. She said the manager was going to tell me the same thing. So not only would she not let me speak to a manager, but there was nothing that could be done after countless lies on their end. They told me it’s fine if I didn’t pay, but they would just send me to collections. What a horrible company. I will never do business with them again, and I will certainly make sure no one I know does either. Nothing but lying crooks.

The service rep was great - he could not have been friendlier! He was patient, experienced, thorough, trustworthy, understanding of our needs and had excellent recommendations for how best to use the system. He is excellent and I hope he's our guy for any future work we need done. We've got a kitchen renovation coming up, so the panel will likely have to be moved. I give him 5 stars on personality alone... His excellent tech skills are an added bonus.

The cancellation "manager" wants to argue with me about other service providers that have just as long contracts - to which my response is that is why I would never do business with them and I was never told about a three year commitment. Then she tried to sell me a Ring doorbell, well give to me for free - I just told you I already have one but that isn't in the notes. In this day and age a three year commitment to any service is dreadful and most smart consumers don't engage because technology and services advance much faster. The first cancellation "manager" I spoke to this morning stated that most customers are upset when they "find out" there is such a large cancellation fee - well of course, as a consumer we are not told about the 3 years and 75% cancellation fee.

I did dig out my contract, which I printed even though everything is electronic these days to read in detail this time, ok I take ownership that I should have taken an hour of the salesperson's time to go through line by line the agreement that was signed and maybe this wouldn't be as frustrating today. But shouldn't a 3 year contract and steep cancellation fees be something disclosed - signed separately to acknowledge instead of angering consumers who just don't want your services anymore. We live in a land of choices driven by consumers. Instead you get this song and dance of you are getting all this for free/cheap, then again the cancellation "manager" today says that my monthly charge is to recoup equipment expense...

I am so blown away by the lack of honesty by this company. I asked the second cancellation "manager" about the equipment, she tells me that my cancellation fee covers the equipment cost so it is mine to keep. To which I said I don't want it, she said, "Well I cannot advise on what you do with it." Clearly these managers read the script and rely on people like to me get so frustrated with a process that isn't customer service based at all. I know the lines are recorded because I asked to please verify any of what I stated above. If I had called to cancel in three months, ok some type of termination charge is understood but after 18 months it is ridiculous to expect that type of termination expense. Get with the times ADT, your services are expensive and your sales people bait and switch - quick deal and then we are dropped off to the abyss of customer support that can do nothing.

I reached out to my sales person and of course the sale is done so he cannot help and has moved onto a new department. With so many choices is customer satisfaction not something that matters anymore. The only avenue consumers have is to write a review that will hopefully make it through the filter of these companies so that people know there are not all 5 star reviews. These companies are not held to fair consumer disclosures. I know very well that I have a 2 year commitment with my cable provider and as much as I'd like to cancel that I know I have many more months to go, I accept it as something I was told from the beginning. ADT should be ashamed of thinking it is ok for people to be angry about termination charges - seems to be acceptable according to my experience today.

When I finally spoke to the so called customer care manager she told me they never received any cancellation notice. I told her to retrieve all the phone conversations but she kept wondering why they waived the cancellation fees. She then told me after her investigation that, they did not give me a refund because they did not receive the cancellation notice. It seems to me they do this on purpose so they don’t give you the refund. I wish I had never gotten ADT but I will continue to fight this until no one ever uses them. So far I have talked 26 people from getting it. I know it won’t matter to them for now, but they won’t be screwing up average people like me who work so hard and try to get a little security.

Fast forward to today when they came to install. There is a $299 activation fee for cameras which I was never made aware of and the $27.99 monthly fee we agreed to was not possible. This was only told to me after a hole was made in my newly remodeled kitchen. I guess they assume you will agree to their terms after they’ve damaged your home and you can’t turn back. Well I said “NO TAKE IT OUT” They said they will repair it after I turn in 3 quotes! I felt terrible for the technicians there installing because they had nothing to do with the sales team that had completely lied to me.

I was apologized to several times by customer service but that’s not going to fix the hole in my kitchen. I will be disputing the credit inquiry as well since it was done using unethical sales tactics. All the sales conversations are recorded so I’d like to see them even try to dispute my claims in this review! Horrible unethical company!!! DO NOT USE THIS COMPANY!! Worst experience ever!!

He then somehow conned us into an updated contract that HE signed via DocuSign but had my wife agree too by being shady. The installation process was also shady. That being said after he scared us about break-ins in the area we still wanted protection. Once service began it was great until we had to move and eventually sell our home. It was at this point when I discovered he had committed us to a 3 year contract and signed a document for it -- FORGERY! And because he most likely had my wife click a link without being able to read the contract because of the "necessary edits he had to make" we were going to be held to fire for this contract. I told a representative we no longer were going to own the property and to cancel service and to send me a copy of the contract. This is where I saw he signed the contract not me!

I was continually charged for over 12 more months!!! I was traveling away for work and did not notice the charge that continued until I returned. I then had to fill out forgery documents and pay to have them notarized. I never heard anything and finally called ADT to check what was going on. They acted like I should know because they mailed me a response. I NEVER HAVE BEEN MAILED ANYTHING FROM THEM!!! EVEN STILL TO THIS DAY they have not sent me a copy of the legal team's rejection of my fraudulent claim. Because of a DocuSign link that was clicked even though it's not my signature they say I am at fault. All I was asking for before knowing about the fraudulent contract was a refund of the overage of months I was charged once I requested cancellation. Oh and guess what? The representative who I can identify thanks to my notes who I requested to cancel with just so happened to not make any notes about that!

Do not trust that this company. Makes proper notations. I have received multiple answers of different sorts every time I speak to a new representative. THEY ALWAYS JUMP TO DEFEND ADT. The customer will never be correct... Today I was escalated to a manager who then argued with me after I was very calm. I asked to be escalated and he told me there was no one above him to speak to. I asked to speak to his boss and he said there was not one. I asked to speak to the legal team and he said that's not possible. He then said he would connect me to the "presidential dept" only to come back after holding for 5 minutes to tell me that he was not going to be able to do that. He said I could contact the local supplier to discuss this further as he was trying to get me off the phone in any way possible. I already went through that channel and the local company has nothing to do with billing!

I then asked to be connected to the last representative who promised me he would look deeper into the issue and contact me back. By the way I was never contacted back. I left a voicemail with that representative and still have yet to hear back. ADT do the right thing - I guess you are so tight as a company that you can't afford to give refunds even when they are due. Even when a customer is persuaded into service and a fraudulent contract. TERRIBLE ALL THE WAY AROUND! NO RESPECT FOR THEIR CUSTOMERS. I never thought I would have to write a review like this for any company. Definitely a first for me.

So based on what I heard I made an appointment, and I took 3 hours off from work to be home when they come to install it. After the technician came over, he looked over my house and he said that only the equipment will cost me around $3000 and the monthly fee will be $58. I went over everything he choose to install and got the equipment down to $800 which is still not free, not sure where the free equipment was coming from. In addition to that, the installation took almost 7 hours, so I had to call at work and take the whole day off.

After having the equipment for over 1 week, I wasn't happy with 2 of the cameras and the doorbell camera and I decided to return them. When I made the appointment for a technician to come over they said he will come between 3-5pm and will take around 20 minutes. He came at 5:15 and took more than 1 hour. Before the technician left I asked him when I can find out what my monthly bill will be and how much refund I will get after returning the equipment and he said that I will receive an e-mail describing all these in about 1 hour. It has been a week and still haven't received anything.

After 2 days I started to call ADT but nobody knew anything about the equipment returned and nobody was able to provide me any informations about my refund and my monthly bill. I tried every day for almost 1 week to get these informations without any success. I have decided to return all the equipment and close my contract with ADT. I don't think it can be worse than that. They only care about taking your money without providing anything in return, not even a correct information about what they sell and how much it costs.

We asked him to hook our existing keypad back up and was told he couldn't do that! He said they are not permitted to work on other systems. This meant we had to call our security company and have them come out on a service call. When they got here they also found he had cut the wires on our existing system at the main box in the basement! We had to pay for a service call to get our system back up and running. Terrible experience. The message is DO NOT HAVE ADT COME INTO YOUR HOUSE FOR A QUOTE IF YOU ALREADY HAVE AN EXISTING SECURITY SYSTEM. DO NOT.

I discussed with Brad **, another sales rep of ADT corporate and he did help bring down the price but not after over 3 hours of 6 different customer services representatives. I am not pleased with your company nor ADT. Even though Daehan was working for an "authorized ADT dealer", he is still representing the ADT BRAND. I ended up purchasing the new equipment and service because I was told that I would be charged an early termination fee of $971.69. Well, 3 weeks later I got a charge on my credit card for this early termination fee AND a charge for the new equipment and 3 year contract service. This is the most scandalous security company I've ever come across. It is very concerning since they are suppose to monitor security of your home and your personal possessions.

Called in to cancel, was told someone was going to call us back, no one did. I'm glad I followed up, otherwise would have missed our 3 day window or any further instruction to cancel. Faxed my cancellation in before the 3 days. I called back to confirm the receipt and I’m told it wasn’t received. Thankfully, I saved my receipt and fax confirmation page. Totally displeased with this service and frustrated with the runaround I am getting. This is definitely not something I was expecting from a company you are supposed to trust with your security.

Long story short, I received a $25 bill for having the tech person to come out which I thought wasn't too ridiculous, but still unfair with the fact that the backyard camera still isn't working right and I'm still having to pay extra for its monthly payments and service for the past couple of months when it doesn't do its job. Long story short, I decided to call customer service. The customer service person sounded extremely frustrated stated that it was in my contract that when a tech person comes out then I'm responsible for the $25 charge and the camera issue has to be my internet connection problem. I informed her that it shouldn't be a connection issue as the download and upload speed are over 50mbps and 10bmps. I also tried to move the extension closest to the camera as possible (like they are just 20 inches away separated by the wall).

I was able to download and stream when I'm out in my backyard. She continued to frustratedly inform me that it is "clearly" in his note and constantly tried to cut me off when I tried to continue to explain to her why connection shouldn't be an issue but she clearly wasn't having it and questioned me where I got my upload/download speed from. I said that it was able to get it from a simple Google search and Google app, but she wanted to call my internet provider then call ADT back because I wasn't giving her an exact website domain name rather than Google search. I then proceeded to go to a website that not a built-in app of Google then inform her the speeds are still the same. She then angrily told me that "I'll transfer you to someone else that can help you with this" then hung up immediately.

After I was able to get in touch with another representative, she was very professional and told me that I was correct that connection shouldn't be an issue, as she went ahead and check on my connection. The camera was able to upload videos when something hit it directly or within a few inches away from it (as she allowed me to finish my sentence unlike the other rep). I told her that because the issues didn't cause by my end, I shouldn't be responsible for having a tech comes out because of faulty equipment (Cox also does the same). I didn't say that then I had to deal with an angry rep that believes their customers are all idiots, but well you know how it was.

At the end of the day, I still have to pay more money for something that doesn't work for many many months and dealing with their customer service multiple times. Now, I just received an email that my monthly payment is INCREASED by $4/month. I had to sign a 3 years contract with them, yet they can increase their plan cost anytime. What's the contract for? Even my mobile phone company aren't that big of a jerk! I can't wait for the contract to be over so I could switch to another company. I didn't even receive any special offer or visa gift card when I signed up with ADT.

At that time, I inquired about obtaining an alarm system. I am a very detailed orientated person. While on the phone with a Defender sales agent, I asked how much I needed to pay to get the advertised alarm system installed. The salesman responded by saying, “All I needed to pay is a $100.00 deposit and the equipment fee for the alarm system would be free of charge." Plus, I was told that ADT would refund me the $100.00 deposit back in a Mastercard.

The agent failed to state in order to get the $100.00 Mastercard, I needed to send a company called "Mpell" a money order for $4.95. By having little experience with alarm systems, I declined the Defenders offer, because in the past I was told by another alarm system provider that there were no installation fees, just the monthly service fees. After making it clear to the salesman that I did not want service, the salesman told me to hold on the phone and he would be transferring me to another department. While on hold, a supervisor came on the phone and stated if I install the service for $27.99 a month, she would throw in a smoke detector along with an outside siren burglar alarm. Since I was offered the burglar alarm and the outside burglar alarm, I agreed to the installation.

On October 26th, 2018, a serviceman named Tyler arrived to install the alarm system. Tyler told me he was installing shock absorbent detectors on all my windows. Now or a week later, none of the alarms are in working condition. Defenders has refused to service the alarm system in a timely manner. Now they are telling me that shock absorbent detectors were never install. I previously missed two days from work waiting on Defenders service persons.

In addition, Tyler install all the alarm backwards. If I don’t have shock absorbent detectors? If both pieces of the alarm are installed on one immovable frame? Then my windows are not protected. In addition, the free smoke detector, and the outside burglar alarm was not so free. As I was charged for those two items and led to believe that my security system was securely installed. Also, after the installation Tyler told me that I needed to pay an additional $1,176 dollars.

Feeling pressured, I agreed to pay in installments. Tyler told me I would be billed in three installments. I was never billed in three installments. Tyler billed my account the $1,176.00 as he exited my door. Oh yeah, did I mention that the $27.99 monthly fee turned into $52.00 a month. One business day after paying off ADT Defenders, a lady from Defenders' collection department called me and said I needed to pay another $1000.00 dollars. I can not understand what the original ADT would allow these crooks and thieves do to sell their products.

Please report these people to the BBB. Also, on Defenders or Protect Your Home website Defender and Protect Your Home state, "they have a AAA rating with the BBB." Just one lie after the next. BBB of Central Indiana 151 N Delaware, #2020 Indianapolis, IN 46204. Phone: (317) 488-2222. Fax: (317) 488-2224. Email Address: info@indybbb.org. Website: www.indybbb.org.

I am absolutely frustrated at the lack of empathy and customer service skills presented by this company as I train customer service, and my whole point of getting a security system was due to a break-in at my home. So now your company is adding undue stress on me that was already there - thanks a lot. Even though nobody disclosed to me that this merge occurred during the point of sales, that my equipment would have a Protection 1 yard sign instead of ADT, and this was the rental side of the business now, I am still being charged a $79.99 restocking fee "because I signed the contract."

This company makes money on dishonesty and returns. In addition, there are about 3 different numbers I had to call just to get to the correct department to discontinue this fraudulent system. I will never order anything else through ADT/Protection 1, and I will be informing my friends, families, and neighbors to take their business elsewhere as well.

Want to speak to their billing manager John **? Forget about it, you cannot speak to this guy in person, all you can do is leave a message. Want to email or mail your proof of their error to them? Not happening, they have no reply-able email addresses or physical mailing addresses. Any company that only has a phone number for a contact is always trying to hide from their responsibilities to their customers. ADT only cares about one thing, that contract and how to extort as much money from you as possible. Join me in a class action lawsuit against this company... They need to be stopped!

After an unsettling occurrence, we decided to cancel the service and we are now being told we have to pay a cancellation fee (~$500.00). This cancellation is due solely to the frustration and lack of security we feel with the way the system was operating (which your technicians could NOT fix). I'm utterly shocked at the position ADT has taken on this matter. The customer service reps could see in the system how many times we've called or had someone 'look into this issue'. The only resolution was to offer us a discount, lower our bill and send yet another technician out. However, a lower bill is NOT a substitute for my peace of mind and my family's security. ADT, I am truly disappointed by your approach, I guess I thought you believed in the product/service you provided, not just the dollars.

It was never added to my account and there is a special website that you have to go to, print out a certificate, get a money order and mail it all in (within 30 days of installation). NEVER received any of that info. I am told that they have made an adjustment and if I mail it in that I will still be able to receive it. I have my doubts at this point. So disappointed with my customer experience thus far. Had I known this would be my experience I would have chosen a local company and not a big name. I thought by working with ADT I would be given accurate and truthful information. I was wrong. I just sat on hold for an hour with customer service and still could not speak to a manager.

They have certain criteria that has to be met, and legally they are still duty bound to fulfill their legal obligation to me. They think they can just give you a refund and their problem will go away. Haha. They got another thing coming. They don't know just how persistent I am. Don't let this happen to you. Hold them accountable. When current customers start leaving and it starts to hit their bottom line, then they will know just who has the power in this situation. Not them, the but the customer! But by then, it will be too late. They will be the ones looking for new jobs.

I'm certain that the original founders of ADT are rolling in their graves about the direction this company is going. The entire ADT Corporate staff, CEO included should be investigated. And guess what, if you own stock in ADT, they work for you! Somehow they forget that. Customer service reps, Account Management department and the executive response Manager who I communicated with are just take orders from Corporate in Boca Raton, Florida (HQ), they forget to treat others as they would want to be treated. Sad. Sad day in ADT history.

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

When he got to my house, there was some confusion on his part - as he states, he didn't see any equipment or devices on the work order, but yet they were charging me for Pulse Remote Internet Access - which is where you can use the app instead of the key fob, they wanted me to pay for them compared to giving one to me as the original rep had stated. I was fine with using my phone, so I didn't really care to have the key fob. Had to call the customer service people when the tech was here and went around and around regarding what service they were suppose to set up and what I was paying for.

This situation escalated all the way to the Customer Relations Department where I spoke to a rude team lead manager who did not want to deal with my situation and made the decision to just cancel my service altogether after the contract was signed. I was still within the three day window if "I" wanted to cancel, but she essentially made the decision for me. Nowhere in the contract does it state they can cancel the contract for any reason at any time. They force you to sign the contract and pay in advance before anything can be done.

I have been fighting with these customer service reps for the better part of two days. The silver lining is that I was able to get connected with one of the account managers whom actually took the time to try to help me. All this has transpired within three days of inquiring about service with ADT! I have and will continue to go all the way up the chain to the CEO until this gets rectified appropriately. Companies forget that customers are the ones that pay their bills!

Monday rolls around and no call. So I call ADT. I told them to come remove my system because I wasn't satisfied and it was within the 3 day cancellation time. So they charged me $57.49 right away. I called and asked for a refund. They said I would possibly get it in 90 days. So I called today and they finally gave me my refund. But only $53.78. $3.71 less. It gets better. The company who installed the system came and took it out but the same tech who took 3 hours to install it, removed it in 20 minutes. I had another company come in and tried to use the wires in the security system installed. Their tech told me all the wires were cut and he couldn't use the system installed. When ADT's installer left he said the company policy was not to hook system up because of safety reasons. So now it will cost me over a $1000 to repair the damage done.

When Terrance asked for my SSN, I asked him why he needed it. He said they said they needed to pull my credit. I told them I did not want them to pull my credit. I said, I have excellent credit and I keep it that way by not allowing people to arbitrarily pull my credit. He said it was not a hard pull and it would only be on my account for about 30 days. I told him that was not true. That it would remain on my account for years. At that point he said he needed to get his supervisor.

Next, I spoke with Crystal (**). She immediately began offering me more credits. She found an old "Columbus Day Special" that she was able to revive for "my benefit." I accepted the credit by saying "Thank you." Then she asked for my SSN. Once again I explained that I did not want to give my SSN, because I didn't want my credit pulled. I offered them another way to get my credit score. She said they just needed to check to see that I have never used them or ADT before.

I told them I could not give my SSN. So then she asked for my DOB. But they never told me they could pull my credit with only DOB. I thought she was just going to use some other system to check to see that I never had ADT before. But they actually pulled my credit with my DOB. (Still don't know how they do that. To me that is as unscrupulous as you giving a company your credit card to make a purchase, and they hang on to it, without your knowledge or consent and makes subsequent purchases.) So they did pull my credit, even when I asked them not to and NEVER GAVE MY SSN!!! They deceived by never telling me they would pull my credit and they deceived me by never telling me they could pull with my DOB and didn't need my SSN.

After that, they asked for a credit card. I asked why again. They said it was for the $99 installation cost. They were going to install all of the equipment for a $99 installation fee and then give me a gift card for $100. I asked, what if I decide not to go with your company? She said it was just a "hold" and that they had the ability to remove it right away if we don't get it. As soon as we ended the conversation, I got an alert that they pulled my credit and that my credit card had been charged.

When the Installer came out, he wanted to start installing the equipment. I said, no, we need to see a contract. We don't even know if we want it. We talked or negotiated for over an hour. Because the free installation system with 1800 credit ended up costing around $5400 according to them. I was not going to pay anywhere near that. So we got down to me paying $553 and it would be payable in 2 installments. So he installed the system. I asked about a contract several times, but he kept saying we will get to that later.

After he finished, (and he never did get the video doorbell camera audio to work) he had me sign some places on a tablet. The only thing showing was the signature line. I said if this is the contract I will need to see it. He said it was not. That this was just to sign that he did do the work and it is complete. I didn't see the contract until he left. Sure enough, the contract numbers were different than what we agreed upon. Even the monthly monitoring was more. I also got another credit card alert showing that he charged the entire amount. At that point it was after 10 pm. I decided there was no way I could be in a contract with this company for 3 years. Nothing they said was true. Every word was a lie. They are very nice, polite liars. Maybe that is acceptable in today's marketplace, but not with me.

The next morning I called to cancel. I was informed that the contract had a cancellation page that we could sign and cancel in 3 days. ADT confirmed. ADT also sympathized greatly with me and said there was nothing they could do about my pulled credit. The reiterated my signing the cancellation page and submitting it within 3 days. They also told me to be sure to keep my fax confirmation page.

I cancelled and followed up immediately. They asked for 24 hours. After 24 hours I called back to confirm cancellation and ask them to come and get the equipment. I already had another company lined up to do a different install. They scheduled me for Saturday. My husband took off of work to be here for them. I called back 3 times, the third time they told us they rescheduled us. I was livid. I said no, we took off of work for this. We have another company coming to install. The Rep just transferred me. So I am informing everyone who will listen. There are entirely too many good companies out here to have to deal with these people. They are unscrupulous for no reason. They knew I would have gone somewhere else if I knew they pulled my credit. I ended up somewhere else anyway.

On the second install date, I had to have the electrician come out a second time to rewire the thermostats and place the old thermostats back on the system. The cameras were installed and the thermostats were again installed. They again damaged the thermostat by not following the proper installation procedures. I had to hire the electrician to come out a third time to repair the HVAC. The cameras that were installed do not function or meet the requirements as agreed upon when they were sold to me. They do not stay connected to the external network because a static IP address is required... I highlighted this issue at installation and the installers ensured me that this was not required.

I've contacted ADT a number of times regarding these issues and their customer service and professionalism has been despicable; when a customer spends $5000 on a security system, it is expected to work as promised. The installation manager and the installers responsible for this install, and the unprofessional customer relations personnel should all be removed from ADT. It's clear that I am stuck with this despicable service with its incompetent and low-quality customer service and unethical business practices for the next 3 years. I will NOT be recommending ADT service to anyone and I will ensure all of my contacts, both personal and professional, will know my point of view of ADT.

He did this without asking if he could remove my old system = Slick. You have three days to cancel their service in so I canceled before the three days was up. They make you fax in the cancel request, knowing damn well most people don't have access to a fax machine. I found one and made sure the cancellation request was in their hands before the three days was up. When the tech came back out to remove the ADT equipment, he seemed to have a ** attitude. He brought a trainee with him and the two of them commenced to having a conversation about me and my "poor decisions" in my kitchen (unprofessional). I let them know that I could hear them and their ignorant conversation came to a cease. If you have other options, avoid this company at all costs. They are trying to rip you off at every turn. If you are worried about being robbed, avoid these thieves. The irony.

Our sales advisor/installation technician was awesome, his name is James **, out of the Raleigh, N.C. office. James was down-to-earth, funny, friendly, intelligent, and loves his job/what he does for his customers. He took the time to explain each device and how to work the security system. He deserves a raise, Christmas bonus, more vacation time, something. My wife and I already feel much more safe and secure with the system installed. I have referred ADT to my neighbors, and I will keep ADT for a lifetime (from one house to the next). Thank you again ADT and James! Someone there, please make sure James hears about this.

1. You answer their ad for a free $895 security system with only $27.95 per month monitoring. 2. The first thing they do is ask you for your personal information. Before you know it they ran your credit over the phone and ‘ding you’ for a credit inquiry. 3. Next, they set up an appointment for a ‘security specialist’ to come out to your home. BUT before they do, they want you to pay $99 via charge card over the phone. They tell you it’s for security reasons so not to endanger the tech and to protect your information. But in reality you have already agreed to and committed to buy a security system. 4. The tech shows up on time, unloads all the equipment and shows you what you’re going to get. It looks good with rather impressive load of gear. I wanted to be cautious, so I asked him before he got started if this is going to be for the advertised deal I agreed to. He says “of course it is”.

5. He doesn’t hesitate and starts installing the main panel on your wall. He drills the holes in your wall, runs the wires and within minutes the unit is beeping and flashing and looking good. 6. He then installs ‘one’ door sensor and shows you how well it works. 7. The tech then does a ‘home security evaluation’ by walking around the house, inside and out, point out problems along the way. When done he lays out all the extra equipment he has to really make your home secure. All of which costs extra! This is where it happens! 8. He finally pulls out his price sheet and shows you that if you want the system as he just installed it, the monthly payment is NOT $27.95 but rather $52.95! That includes all the gadgets and features he has been pitching for last 2 hours.

9. When you go nuts like I did, he tells you he can reinstall the cheaper system you get for $27.95 a month with no problem or yank all the stuff off the wall and leave. He then pulls out his I-Pad with an account of all the questions asked during the first call and says you agreed to all these extras during the initial phone call. I did NOT!

After all this, I made the mistake of going with the basic system just to get this nightmare over with. Big mistake. Two weeks go by and you think it's all behind you, when you receive an email telling you that you have pay more for the Armed Response that was included in the original deal. They claim there was a technical error in their digital contract program. If you stop paying they attack your credit like a shark. These guys are worse than the people they are supposed to protect you from. Stay away! Find a honest company, these guys are not it.