ADT Reviews

The new homeowner can take over the system, get in their own contract. However, for me to get my name off the account I must pay over $600.00???? How is this possible? How can ADT charge two customers for the same system at the same location? The new homeowner is not getting any new equipment. They are keeping what is in the house. ADT will charge the new homeowner and me?? Help me understand this please?

I then ask Dollres for a copy of my contract, which she then told me that my contract was with corporate? I then asked to speak to someone higher up and she could not do that either. She told me she was “trained” this way. I want to know how their sales agent could lie to me and get away with it? I want to know how ADT can charge two different people for the same alarm at the same location and I want to know why I am unable to get my contract? I left Guardian Protection for this??? Even Guardian Protection does not charge two people for the same system at the same location. I hope this does not delay the closing of my home. This leaves me no choice but to contact the Attorney General and BBB. Hopefully someone can help me from ADT.

The reason I signed up in the first place is because I received a special in the mail about $19.99 per month amount. However that was not an honest number. That amount basically doesn't include anything and requires a land line. As the result ADT have been charging me $52.99 each month, which is definitely way more than the "bogus" special. I mentioned the original special offer when I spoke with the representative earlier today, but she ignored it and said that there is nothing that can be done at this point to lower my monthly invoice amount.

Back last Summer when I signed up, the installer that came was 1.5 hours late to my appointment and was rushing to get everything done, so she briefly went over the contract and never pointed out that it was 3 year agreement with the penalty in case of early termination. Really not professional and tricky behavior! She left a mess behind and never took the old equipment with her for recycling. Anyway, based on my experience, I will never recommend the ADT security to any of my family members, friends, coworkers or acquaintances. Thank you for reading!

At that point I told them I was not interested and to remove all of the equipment from the home I did not want the alarm system. The technician got on the phone with the supervisor and told him of the situation. The supervisor then stated that if I pay the premium monthly service for the Wi-Fi for a continuous of five months by auto-pay without missing a payment then he would provide me with a rate decrease to $35 a month. I figured to have the Wi-Fi service for the extra $7 a month would be okay.

Now I am finding out a couple of weeks later by checking on this with the corporate offices that there are no notations on my account to do this 5-month pardon that was offered by the supervisor. They said they do not do rate decreases and my bill will never go down from the $54 a month. They don't even want to try to resolve anything with the false advertisement from the supervisor nor will they even get the technician involved. In my opinion they are bunch of scammers just to get your money and get you locked in. And furthermore there is no real customer service in this company. It's all one-sided. Beware, I will these scammers to anyone.

Estimate day comes and Chris, the technician, walks through our house and inspects our system that is pre-Wired from the builder (new construction). He presents an estimate for over $3000 out of pocket (after the promo credit) for sensors, CO2/smoke detectors, and doorbell camera. He says he checked every door and window and they are all missing magnets so we will have to buy all new ADT sensors for everyone. I ask Chris to show me and he takes me to one window that is indeed missing a magnet but we quickly see all other entry points are installed just fine—Chris then admits he actually only checked that one and assumed all were the same. Also surprise, the $27 monitoring per month does not give you access to manage your system through the app. To use the ADT app, which in my opinion is not “all the bells and whistles”, it will be $60/month.

After a bit of negotiating sensor placement I agree to a package we can afford and sign the dotted line on the install estimate form that lists each piece of equipment/room that will be installed. Technician gets to work installing. When we do the final walkthrough, the garage, master bedroom & bathroom don’t have any window sensors. Chris tells me those rooms weren’t part of the deal and that there’s no way he can throw in more “for free”. I pull out the install agreement I’d just signed where those sensors and rooms are clearly listed as part of the package and we go back and forth more. He tells me I misunderstood and again accuses me of trying to get “free” equipment.

At this point I am extremely frustrated and Chris is visibly angry. He asks if we can “compromise” by him giving us the garage sensors “out of his pocket” and relocating the motion sensor from another room into the master bedroom. I explain there should be no compromise and we are not getting what we paid for. My husband tells me to have Chris pack everything up and get out. He’s right but I am home alone with this stranger who is clearly angry so instead I agree to the compromise to get him out of my house and not escalate the situation further.

Now, we’ve had the system for a couple of weeks and realize he didn’t connect the living room window sensors to the main box, so they aren’t monitored currently. Customer support is not helpful—I spoke to two different people who told me “all your sensors indicate they are working fine” before I got elevated to someone who understood the sensors don’t indicate an error because they aren’t even connected. It has to be fixed in person.

I call ADT Customer Service on a Monday to schedule a technician service call. I’m provided an appt window of 12-5p. I call back Tuesday to reschedule and initially am told the guy on Monday didn’t actually schedule the appt. She helps me schedule another day at the same timeframe and I specify “Do NOT send the technician Chris to my house.” “Oh you want to request Chris?” she asks. “No.” Later Tuesday I get a call from someone at Defender who says they’ve received a request to schedule a technician and offers me different timeframes. She tells me I cannot schedule through ADT Customer Service, I must call Defender directly. I scheduled 2 Appts with ADT and neither person told me that.

At this point I am overly frustrated and decide to cancel while I can. Folks what you read online about these risk-free trial periods of 30 days or 6 months is not true. It is 3 days. I learn this after telling my story to three people at ADT Customer Resolution who all tell me they’re sorry, they understand, "let me send you to someone who will process the cancellation." That someone is Kylar at Defender, who asks me to retell the story again then flatly says “I’m sorry we provided poor service but I can’t let you cancel.” My experience with ADT/Defender/Whoever You Are has been so maddening and borderline ridiculous.

Original Review: Feb. 21, 2020

While cancelling service after over 15 years as a customer they told me my alarm would no longer be usable, and they would disable the siren. 6 weeks later I am getting a bill for 30 days of service after the date I cancelled. Apparently it was usable for 30 addl days and now refuse to remove the charge. Nice. Glad I left.

I work in a service industry and can;t believe how HORRIBLE this whole experience has been. We cancelled one property and will be cancelling the rest.They took money (Double) out of our account without OUR authorization. WRONG!!!! PLEASE BELIEVE WHAT WE ARE SAYING! We are church going honest people who have had enough of ADT!!!! STAY AWAY FROM THIS HORRIBLE COMPANY unless you want to spend endless hours on the phone getting jerked around. I bet you won't put this review up?

This was over the course of SEVEN MONTHS!!! I continued calling in an attempt to cancel the service. They said it was, only to find I continued to be autobilled. I finally had to cancel my credit card and I'm still trying to dispute the 7 months that they charged me for a service I wasn't receiving. STAY AWAY from this horrible company!!! If I could give zero stars I would. I wish I could charge them for the hours of aggravation that I've endured because of their crappy customer service.

I've been an ADT customer for many years. The fee for monitoring was initially $28+cents/mo, debited to my bank account. This fee was increased to $56.43 without my knowledge, except for an increase to $32+cents circa 2005. ADT claims it mailed notices to me via USPS for each increase and that the contract provides for increases at ADT's discretion. It also claims a refund cannot be done because my contract has been "lost" and there is no way to determine the amount I was initially paying. That all (about five) notices were "lost in the mail" is unbelievable.

Furthermore, there is no contract. I was a customer of Edison Security and became one of ADT's by accretion. ADT also said it will debit my bank account a one-month fee after cancellation. Such a ridiculous charge would seem comical except that having reviewed hundreds of irate customers on Facebook, Twitter and BBB, I am just another customer with duplicate complainants. Something has gone badly wrong at ADT. I believe it owes me a refund for all fee increases above $32 (the only increase I was notified of) and all fees debited to my bank after 08/08/2019 - (fees that it continues to collect to this day).

When I called to ask where the check was, I was told it was sent to my old address, even though I specifically clarified my new address at which to send the check when I was on the phone. They would not issue me a new check and told me to wait for mail forwarding to send the alleged original check to my new address. Mail forwarding was working b/c I was continually receiving mail from my old address but I never received the check from ADT at my new address. After multiple phone calls, they finally agreed to draft me a new check and send it to the new address. When it was all said and done, it was more than 5 months from my initial attempt to cancel until receipt of the overage check.

I am not a critical person at all but I have to say that having my service transferred from my old to new address was the most difficult aspect of moving, by far, and it should've been one of the most simple. This should not be, especially for a loyal customer who was continuing service at her new address and had made every payment on time. I'm sticking with ADT for now but the first time I run into another issue, I'm cancelling (if they let me... It may take another 6 months) and moving to a security service that is more responsive.

I was told that I have to wait for the third party company Defender Security to call me and schedule and appointment to come and fix what they did not do right. I was told that it could be 24-48 hrs before someone call me to schedule the appointment. I was with Intelligent Home for 14 years and never had any problems. I am now stuck in a 3 year contract with a company that could care less that I do not have full coverage for my entire home.

The sales agent realized I hadn't had the services installed yet and reached out with alternative dates. I told him the ONLY dates that would fit my schedule and never heard back from him. Instead, I receive a text from ADT giving me a date that would definitely not work for my schedule. So, I call and cancel the installation and request a refund. Imagine my surprise, when instead of a refund text, I receive another text from ADT regarding my upcoming installation. So, on January 27, 2020, after SEVERAL failed attempts to have an installation canceled because of these scheduling issues, I finally was successful (or so I thought) in canceling the installation and was told I would receive a refund in 7-10 business days on my card of payment.

On February 11, 2020 (Business Day 11), I called to learn the status of my cancellation only to learn that my cancellation, in fact, was not processed. Instead of the company rectifying what was clearly their error in efforts to make me whole, they have told me to wait an additional 3-5 business days while they process the request... That I made their stated 7-10 business days ago. It did not take them 3-5 business days to collect their payment; therefore, in no way, should the customer that never was wait 3-5 days for an error on their part. I have spoken with numerous "customer service" agents, none of which remotely took credit for the error made on their behalf.

At this point, ADT has stolen my money because I am well beyond the days for any of this to be an acceptable business practice. I find it impossible to believe that my attempts to cancel a contract were not completed by multiple individuals without this seeming like some type of fraudulent business practice. At this point, I, and my money, are being held hostage for a product I never received.

When I had equipment installed at old address I paid 186.00. ADT is definitely trying to get over on folks and the manager and customer service try to give you the runaround in hopes that you will just give in and pay the bill. Well thank God for recorded calls and a breakdown of what was talked about. But I’m very disappointed in ADT and how they handle situations. ADT remember you are not only security company around and some people don’t actually mind getting a lawyer letting them deal with this especially if they have proof as I do. ADT NEEDS TO DO BETTER BY CUSTOMERS.

Original: I strongly suggest you don't contact ADT at all unless you are ready for a hard inquiry on your credit without authorized permission (violation of FCRA fair credit reporting act). As well as a charge to your credit card without your permission (violation of Electronic Funds Transfer ACT EFTA). I was forwarded to ADT by a company called Porch. The Porch employee called me and immediately forwarded me on to an ADT sales person (I didn't request this). I immediately stated I only want to know the costs and details of the product and I didn't want to schedule, charge, or do any sort of approval process requiring a credit inquiry since I really didn't want to use ADT but was considering another home security system without a contract.

The sales person passed me onto her manager and he stated he could lock in the current deal and leave my account "open" and I didn't have to do a credit inquiry or any charge to do so. In order to "keep the discount" he wanted my credit card and date of birth. I reiterated I do not want a credit inquiry and I'm not paying for anything at this time, but if you can hold the discount and I'll call back if I'm interested that is fine. He stated that is correct and just needed those two items. I provided those and ended the call after.

A few minutes later I see a charge on credit card for what seems like the installation fee. No time ever did either one of the them tell me I was going to be charged now! Especially since I don't even have a scheduled technician visit and was told my account was "open" and it was up to me to call back and schedule if I wanted to! I immediately called back and said I wanted to cancel my account and get a refund, I also asked if this meant they did a credit inquiry. The customer service rep stated that they did indeed do a hard credit inquiry!

Currently in the process of getting this hard inquiry removed, not getting my hopes up. We are still in the middle of locking in our mortgage for our first home and this has just jeopardized the rate we will receive! DO NOT DO BUSINESS WITH THESE LIARS! How can you trust someone to be your home security provider when they will lie just to get a "sale" and harm your financial standing!

I mean you would think that someone, SOMEONE! in this company knows how to speak to, process, and resolve a customer's request over a phone call. I get transferred, pushed from one person/department to another, or worse case, hung up on with LITTLE to NO explanation or resolution. You have my number, after all I've been a customer of yours for 10 years now. You would think after being transferred and hung up on me, the Manager I was speaking to would be responsible enough to return my call. I'm at the end of my rope and want to move on to an ADT competitor. I've HAD IT!!! Learn some customer service!!! John. SF, CA.

On November 30, 2019, I contacted ADT to schedule the install because we were almost done and we had electricity now. The sales rep had trouble locating my order and said it was because of the time between my initial call and then. The sales rep said they found my order and scheduled me for installation. The day before installation, I received and alert from my credit monitoring service of another credit inquiry which made my credit score drop a few points. The first problem is that I did not give ADT or Defender Security authorization to do another inquiry on my credit. There are two reasons why.

The first is we haven’t close on our mortgage yet and we didn’t want another inquiry on our credit report. The second reason why is, I was already in the process of disputing a mistaken late payment from one of my creditors which lowered my credit score,; so I didn’t want any activity on my credit report. The sales rep did not inform me of another credit inquiry and did not receive authorization to do so.

Another reason why is the technician who showed up pitched a completely different package than I was quoted. The price had gone up and the equipment was outdated that he presented to install in my house. I inform the technician that his offer was not the offer I was originally quoted and also that my credit was pulled without my authorization. Then after I canceled the install, a very rude sales rep called me and first apologize about the confusion. But when he asked me if I wanted to reschedule and I told him “not right now because I needed to weigh my options because I did not give permission for my credit being pulled”; he became obnoxious and said “good luck and you ain’t gonna get nothing” and hung the phone up in my face. My deposit was returned on December 10, 2019; thank you.

One of the worst service I have ever had. I’m an authorized user on a business account for service with ADT for my church and the quality of service wasn’t great but it was much better than the one I received for my residence. We just added on to our existing contract with another two year agreement because we built an additional building, but after that is over we will be switching security providers. One of the worst service ever!!!!

I scheduled ADT to add the missing smoke alarm, and when the installer was on site I mentioned that the home inspector had also informed me that the smoke detectors were required to intercommunicate such that if one went off they would all go off. The ADT installer informed me that ADT's smoke detectors did not intercommunicate, and in fact were not designed to by the "primary" system but were instead intended to be a "secondary" system. He contacted a supervisor and confirmed this information. I tested the installed ADT smoke detectors and confirmed his statement; no interconnection.

I called ADT and told a rep the story; I got transferred to multiple agents and re-told my story (a total of four times). Nobody attempted to confirm or address the issue. I told them that since their service did not meet the intended use (to replace my previous system), I wanted to cancel service and that I expected a full refund. I was told that the only way I could cancel service was to pay 75% of the remaining contract (over $1,000). I asked to speak to a manager and, after waiting a few minutes, was told by the rep that a manager refused to talk to me and that she "could not get a manager to talk to me". I ended the call and considered my options. I called back a couple days later and canceled the service, paying the required fee (which was reduced to 70% because the rep I spoke to "felt nice that day"), which cost me $1,168.57.

I am being charged by a third party without my knowledge and charged an amount that I did not even know about. Additionally, ADT had all of my information incorrect - phone number, password, e-mail address and even our names were misspelled. I was told on January 26 that I would receive a call stating how this issue would be resolved. I have yet to receive a call about these deceptive billing practices. I would like this matter resolved.

A couple days later they tried to charge my account for the $4,000. I put a stop payment on it. I called the company so we went back to the 378 something. I tried to cancel it again and I spoke with the lady and she was very nice and helpful. She scheduled a technician to come remove the equipment she said they could not remove all the equipment because I had already paid for some of it. So a technician came and removed everything that they could remove. I paid a couple more months and I called him back and said, "I cannot afford this. I'm on disability. I need you to remove the equipment and stop my service." They set up for it a technician to come to the house and he came and removed everything. He tried to talk me into leaving some of the equipment. I explained to him that I had to brain surgery. I was on disability and I could not afford it. He understood and removed all the equipment.

I received another bill and did a stop payment. This lady told me that she would send an email to the manager and he would get back with me. No one has ever gotten back with me. In fact I'm still waiting so I called back again. I called the company again. This lady told me in a rude tone that there were notes I had to pay a portion of the equipment.

The lady was very rude. Told me that whoever I spoke with put notes in there that said I had to pay 75% of the equipment cost. I told her again that I could not afford it. I was on disability and that that person I spoke with never told me that I had to pay 75%. She very rudely told me that it was in the notes. I told her I didn't care what was in the notes. It was a lie, that they never told me I would have to have pay 75%. I could not afford it. I was on disability so, she very rudely told me that it would be sent to collections. I told her I guess I'd have to get a lawyer to get this straightened out that I was tired of being pushed around, she said she would send an email to somebody and as I was trying to explain that that had already been done and no one's ever gotten back in touch with me she transferred me somewhere else.

When I was transferred this time the girl was very polite. She listen to what was going on. She read the notes and she tried to help me. She asked what equipment I had left in my house. I tried to explain to her I had no equipment. I didn't even have a screw left in my house from the company. She said that I should still have equipment in my house and that she would have to send a technician and she set me up for the next day to have a technician come to my house and reinstall equipment that I cannot afford.

I wish I would have read the reviews on this company dr.ho is heard good things about before I signed a contract so when the technician comes my husband will be here this time. I still cannot afford this equipment. The customer service representative asked me if I could afford the monthly service fee. I said not really. She said there was only 48 something a month and I said, "No. You've been charging me 58: and she said, "Well it's only 48". I said, "Well then just charge me. If I can afford it I'll pay it. If I can I can't". I explained again that I'm on disability but I only make about 60% of my pay. I guess we'll see what happens now. I did get rude with one of the customer service Representatives cuz she kept interrupting me trying to tell me about the lady that put notes in there that told me I'd still have to pay for my equipment that I can afford.

Fast forward a few weeks (Jan 7th), I see my account is charged by ADT, for services that are supposed to be terminated. I call them and ask them what's going on and the lovely lady on the phone, Melissa I believe, told me that my cancellation form was received (and in their files) but for some strange reason, my account was still showing active. After 20 minutes on the phone with her, she proceeds to tell me the cancellations department will NOW fully cancel my services and I should receive a refund check within 15-20 days from that date. Fast forward to today (Jan 30th), I still haven't received any check in the mail, so I call them again to see what the status is.

Jazmine picks up and tells me that cancellation can take up to 30 days to process in their system (my cancellation form was dated 12/10/20, so it should be well past 30 days, right??!) and that a refund ticket hasn't been started. So now, from today's date, I am supposed to count another 15-20 days to finally get my refund, even though it will be well over 2 months since this whole ordeal started. Apparently they can't get my money back to me as quickly as they took it from me. Needless to say, once I get my money back, I am done with ADT or Safe Haven for life. I hope someone sitting in a big chair at ADT reads this so they can know what kind of service their company is providing. By the way, all of this happened while I've been pregnant with my first child. So yeah thanks for causing unnecessary stress during my pregnancy.

I decided to cancel the next day so I faxed over the notice of cancellation over to a fax number that their rep gave me. I then called and confirmed that they received it and they processed my refund and sent someone to my house to pick up the hardware, Finally! Wrong! They sent someone to my house for a service and they couldn't pick up my hardware. While the same tech was at my house I'm on the phone furious with the reps and she states that there isn't a notice of cancellation on my file...

As you can guess I'm so over ADT at this time that I just want the tech of my property. I called the next week to confirm they received it to find out that the original fax number they gave me was incorrect. I'm in the process of faxing the papers AGAIN to see if they'll accept. If not I might have to reach more extreme measures and take this to small claims court. They are frauds, please save you money and sanity and go elsewhere. Don't touch ADT with an 8 ft pole. If I can give negative stars I would.

...Customer Service have no answers. They pass the call back and forth to various people. Each new person needs an introduction to the conversation. Then they pass it to someone else. This is terrible. Also, their hold line abruptly sends VERY LOUD FEEDBACK. Crushes the ears. I’m starting to think this is intentional, so that customers with issues hang up. (I’m on hold right now, again, using my ear buds, and the feedback happened and it about killed my ear drums.) I just want out of my contract. They have yet to give me an answer. STAY AWAY.

I’m on with the 7th person that I’ve been passed to. She just put me on hold. I’m terrified that I’ll get THE FEEDBACK. They were just telling me about the settings on the old software. That was great. They have no idea about the upgrade pushed down. The settings don’t exist anymore. And customer service has no idea. (Again, an ADT tech person came out today and said there is no way to turn off the arm / disarm sounds.) Oh. While on hold the line dropped. Back to square one. Oh. My. Hang on. They called back. Oh my. After more time on hold Customer Service came back and said they talked to their tech support and tech support said there was no software update. Oh my. Back to Accounting. 9th person. Over 1 grand to get out of contract. Post script: the 8th person said they’d call back the next day. They never did.

I feel like I was taken advantage of, especially, when I found out that there was a better offer available. TX Entergy offered a better ADT Deal and a representative knocked on my door with a promotion that I am sure was better than the one I received. I have ATT in both of my homes and my experience with ATT was entirely different from with ADT, when I established Services with them at my second home. I benefited from being a loyal customer with ADT. Because I am disappointed with the overall customer service that I was provided, I asked for information to file a formal complaint/review. No response nor solution was offered. The email responses are always brief and are not received timely, that is, if they are received at all.

My second to last email was elevated I guess and the response was I have 30 days to downgrade, but I could always upgrade. My response was I began requesting the better offer 4 days, after I entered into the contract and my email went unanswered. That seems contradictory to me because ADT did not remedy my issue, when I originally reached out to them 4 days, after my contract became official to ask for a better deal.

BILLING

3. There is no option to change your payment source (checking account, etc) yourself.

CANCELLING YOUR SERVICE

5. And worst of all, they do NOT REMOVE YOUR BILLING ACCOUNT DETAILS after your account has been completely cancelled and deactivated, assuring that they can continue to bill you in the future for whatever amount they believe you may owe, erroneous or not.

This lack of a paper trail certainly covers their liability for anything stated verbally by their representatives over the phone. But, this is a completely egregious business practice - totally unethical. I would urge you to think twice about before signing any contracts with ADT. Perhaps others have had a different experience. I can only provide my own.

We never thought a security company would engage in harassment! The corporate office in Boca Raton, FL did not respond to our emails. The sales consultants seemed like they're paid to carry out dirty work. This is the thanks we received for giving these people the benefit of the doubt, in light of their class action lawsuit and poor performance. I will probably have better luck finding a good security company in Africa. ADT thinks they can pick their clients. Even if we picked up Blue by ADT, the DIY solution, there's no guarantee. A contract can be terminated at any time. It's sad these people never read the story of the pot calling the kettle black.

This is a ridiculous attempt to legally steal money from their long term customers! I called and talked to two different people to see if they could waive the 30 day charge. Both told me it wasn’t possible. It blows my mind that ADT would risk losing a potential return customer for a measly $65.00! WOW! I’m glad I decided to weigh my options! Never again ADT. Enjoy the $65 bucks!

Now after I let them know that I am moving out they are charging me around $900.00. I did not read all the fine print in their contract so I can’t truly see such small writing and because I trusted their employee. Also be careful of signing for the auto pay. They will make you wait on the phone for ever to cancel it and they do that on purpose. You can even turn off the auto pay online. They demand that you call and stay on hold to give up. I am so disappointed with this company. I will pursue all necessary legal actions to stop them from collecting that fee. This is truly unfair business practice and unethical too.

On 12/31/2019 at 1:35 p.m. we called and spoke to Tony of our need to cancel effective 1/30/2020. We were transferred to Holly who told us that our service would be cancelled on 1/30/2020 and she gave us our confirmation number and told us at the time that there would be no early termination fee and we would be receiving a refund of $58.66. When an envelope arrived in the mail from ADT we assumed it was our refund check. Instead, we were completely blown away to receive a bill for $917.11. :(

We called the day we received the bill and told Tiffany of our situation and we were put on hold for 20 minutes. She transferred us to Kyla who put us on hold for 19 minutes. She transferred us to Mark in the Loyalty Department. After waiting on hold again for 16 minutes we were told by Mark that his hands were tied and there was nothing he could do for us! We asked to speak to a supervisor and he said Shawna was away from her desk. We asked to have her call us back which she never did. So much for customer loyalty!! We would not recommend ADT security to anyone. We are so frustrated that after 30 years this is how ADT would treat us!!

Fremont, OH

FYI. Our annual bill would have been over 75 dollars/month for security monitoring. SimpliSafe is $24.99 and we have better cameras. When we did tell ADT we were cancelling, a rep offered us a better rate of $34.00 a month, for one year because we were a good customer. Gee, so good they were going to charge us initially $75.00/month and then billed us over 80 dollars to leave. We hope you have better luck with ADT than we have had.

Absolutely not going to continue doing business with a company that is ok charging for a service they are no longer providing. Maybe if this fee was waived, then I'd consider new service. But when the customer feels like they are getting squeezed by a multi-billion dollar company for one more cash grab, you've lost a customer for life. I sent a letter (per their request) to ADT Customer Concerns but never heard back. Had to follow up by phone and they just kept beating the same drum: pay it, no matter what. My heart goes out to low income families with kids, in unsafe areas, in a city like LA where homelessness is exploding, who might go the extra step to have a service like ADT even though they can barely pay the bill. If they have to cancel service for any valid reason, ADT will come to grind them down.

Is that a threat? I had to answer the door because the guy just kept beating on the door for ten minutes. I am not on the mortgage therefore I cannot make these decisions all by myself and I would not anyway. He disregarded that I was in the middle of cooking, disregarded that they should have made an apt. to come out and visit, disregarded that I was not the one to make decisions. He basically disregarded everything. DO NOT APPRECIATE. Stop coming to our home! Stop calling us! If there was every any chance that we would use this company for security that is not gone! I simply cannot believe how much they harass people and I absolutely felt threatened on my own porch.

After several months of struggle the system is working but now I find out that they want me to pay for the technician visit to fix it another several hundreds!!?? I'm very disappointed and frustrated with all of it. ADT doesn't seem to care, however, as they have you on a leash with the contract on an expensive service with even more expensive equipment and services of any kind performed by subpar people. Note on the technicians: Every one that came from the same branch was complaining on the disaster the previous one left. Stay away from it as you're paying premium on not a premium service.

Original Review: Jan. 14, 2020

I had ADT since early 2015. I called to confirm contract expiration date. I said to cancel it. They said they would. I received a charge, I called and the rep said I should have called within the 30 days preceding. I said, "Cancel it now and I am not paying for the additional month". I got a second bill. I called and lost it. They transferred me to a 2nd rep who was very nice and said he saw where I tried to cancel the year before and I am due a large refund. He said he is sending letter. I’ve not seen the letter and got a 3rd bill! They have now billed me for 3 months past cancellation. The latest rep says she shows no record of previous calls!! If ADT responds and does not provide a phone number or way to get it resolved then all of their responses on this website are “smoke and mirrors”.

Original Review: I have been with ADT for 6 years this month. Last summer my "auto" pay with the credit card I had on file would not work. I contacted my card company, was told ADT had not attempted to charge the card. I went ahead & paid for a few months via check. Decided to delete my card info ADT had on file, re-entered my info. Again, ADT states the transaction would not go through. I made an "additional" payment of $5.00 just to test their system, it worked. Something is apparently wrong with their system. Decided I no longer wanted to waste my time with this company so I called to cancel service. Was told I have to pay for an additional 30 days as they cannot cancel immediately. Said the tower can not turn off service right away. Odd how service did not have to wait 30 days to start.... Terrible service, will not recommend them and will contact friends who may have their service.

Let’s fast forward to Nov 2019, oh ya I’m still being charged for daughter's home, 52.00 a month. Customer service again promised the pymts would stop effective that day. I cancelled the CC so pymt couldn’t be charged. 3 days ago I received another bill for 102.00. I make another call and now being told there’s a 30 day cancellation fee so I will be charged till Feb 9th. It just never ends. I’m calling the BBB to put in a formal complaint but pls think twice before using ADT...

John ** your GateKeeper does not forward me to your voicemail or to your executive assistants Barbara ** so I can communicate with her on your behalf so I can get this very important issue taken care of. Twice I thought my place was burning down and that my service animal and my parents were dead only to come back to a house that's perfectly fine. The fire department here and the sheriff's department. I asked to speak with a supervisor and I was told they were in meeting from 9:30 till 12. I called six times between 9:30 and 12.

My next step is to get a hold of Ripoff Report and Better Business Bureau and start making my complaint about your company. I have been a victim of a stalker and my safety is Paramount. Your company clearly does not care about their customer's security. I've wasted almost $300 on equipment and I'm paying you guys $40 a month so I get no security, just false alarms and now bills from the sheriff's department. Me having these false alarms will cause them not to come out anymore or to not really care when they come out because I'm having false alarms. That means when a real alarm happens they're not going to come out like they would otherwise.

I'm going to start charging your company whatever it cost me from the sheriff's department. I don't care if I have to take you guys to small claims court. I'll do it. I'm tired of being taken advantage of. I'm tired of being not taken care of! I read so many bad reviews about your company. If I knew it was so bad at the beginning I never would have signed on with you guys. ADT supposed to be this big company that's the best yada yada yada. I had security companies before in my homes in California and I've never had an issue like this ever ever ever ever ever. I would be ashamed to be the CEO of that company with the way you people run it.

I had security systems in California and I never had a problem like this. Your people are absolutely horrible. Everybody in your company just seems like they won't help because obviously you folks have things to hide! What a nightmare. I would never ever ever suggest anybody have this company ever ever ever. Yours truly, Judith ** AAA Pet Sitting and Services **.

Original Review: Jan. 10, 2020

We have had an ADT system for 6 + years with no issues. The alarm was triggered only a couple of times, when guests entered and failed to disarm the system. The system worked...in one case adt called my cell phone, I gave the safe word and the alarm was turned off. In the other case adt couldn't reach me and the police were called.

The system worked fine, but adt ratcheted up the price over time, from an original price of $42 up to $62, so we chose to switch to Simplisafe. When we called 2 weeks before adt does the auto withdrawal from the bank, and asked to cancel, first we were put on hold for 20 minutes, then we had to spend the next 45 minutes listening to a guy trying everything he could to keep us in the fold, even after repeatedly telling him all we wanted to do was cancel. Then he tells us it would take 30 days for the cancellation to take effect. Service was good, but cancellation made me not ever want to deal with adt again.

When they did not come I called. They were very rude and said if I wanted cameras I would have to pay a lot more so I told them, "Well I don't want their service," and they tell me I'm already under a contract. They actually came out and said too bad if I wanted out of the contract I would have to pay 75% 3 years. They are scum. I don't understand why they are not in jail. I am a disabled vet and I am old. I spent a long time to get my credit to where it is just to have a piece of scum like ADT to come to take it away. I am going to try to get ahold of my senators and see what I can to these companies like ADT. I hope other people will turn them in and stop these companies from doing this.

When the technician came out, in under 10 minutes he was quoting stuff like, “It’s $200” for this and $150 for that etc. Whaaaat? So, I booted him out. He was nice enough but PRETENDED to be mere pawn that was sent out without any info about the free installation. (Oh, puuleeeze!!!!) Scam city. That’s all I have to say. ADT will say anything they need to in order to schedule an appointment to get someone out to do the “hard sell” in a bait-and-switch kind of way. I’m really surprised. I had so much respect for this security company until this experience! When someone tells me (as the ADT woman did) that install is FREE, I am NOT misunderstanding the scope of the install. Nope. I was LIED TO, plain and simple.

And, of course they charged me for the visit. They guy was here 10-15 minutes tops, did NO WORK, had no info about what had been planned and yet…ugggg…I’m just sick about this. They make money regardless of whether you purchase a system by scheduling bogus "appointments!" What a racket! I wrote this review back in 2018 but never posted it. I just paid the bill and chalked the experience up to a life learning lesson. However, in early January 2020 there was a expose on the news about this very issue! So, here's my review for all the world to see. It’s kind of ironic to get ripped off by the very company you are calling for security!

I have been an ADT Customer for 20 years in this location, two other locations simultaneously in that same 20 years and another house prior to that. So, not my first rodeo with ADT. As a USAA member, my contract price was locked in for life but they repeatedly raise the rates forcing you to call in and call them on their lack of integrity to the written contract rate.

Why am I still with them you might ask? They do a GREAT job on the monitoring side of the service which is the product. AND with the USAA rate it is the most value for the cost. However... their marketing/sales and management/business sides of the house remain integrity challenged. Separate bad experiences not part of this review. Back to this review...

Some years ago, I had a former ADT technician tell me they raise everyone a little bit each time but only honor the USAA agreements that people call in and force them to honor. Tells you much about the lack of character and integrity the management has to have if they operate with such a policy. That policy is my experience of ADT so don't trust them with billing or anything related to a contract. It also makes it not surprising that the Customer Service tone and approach is what it is. They must not treat their employees any better than they do their customers. Disdain and snark trickles down.

November 1, 2019 I get an email from Discover telling me of a billing amount change to my automatic ADT payment. It's my bill for November 2019 and it's a few dollars higher than it was supposed to be so we go through the process of calling. First two people say there is nothing they can do and one doesn't even know what USAA is much less that there are customers with locked in partner rates. Telling right? Back to that stellar Customer Service training they get... Anyway, after going through those two CS employees I get to a "manager" who is correcting the charge (supposedly). After a discussion about not being able to credit just the overcharge amount and some other esoteric policy and procedures she has to follow, I confirm TWICE with her that her actions will be the following:

(4.) Also, she was to have a manager call me.

Color me surprised, NOT, when a manager never called. My credit card bill comes in mid-November with both the overcharge amount PLUS a second charge for the same month with the correct amount. I confirm there is NO CREDIT from ADT on the Discover Statement nor one pending for the over-charged amount. Yes... not nice words are my gut reaction.

Instead of going through ADT again, I file a dispute with Discover card (LOVE THEM... they know customer service and deliver on it!) for the overcharged amount. I reference the previous 20 years of billing to the Discover card for the correct amount and that they had an additional amount billed improperly for the same month. I gave all the details (manager name, time of call, operator# for her, etc.). Discover reverses the charge and freezes ADT from billing me during the dispute. ADT never responded to the dispute so they could no longer bill my Discover card as they were informed as part of the dispute process.

I was oblivious to the fact that ADT never responded to Discover until I get a late notice from ADT in my email last week (between Christmas and New Year's). After conferring with Discover, they could not bill for Dec or Jan as they never responded to Discover. I call ADT to address this. It is yet another in a long line of aggravating and snarky phone calls.

I will call operator #---- Super-snark for the rest of this review. But it didn't start there. I had a 35 minute path through two CS agents this afternoon that couldn't track in the issue and kept wanting to give me lessons in how to read my billing or to literally "read" the numbers off my ADT billing screen to me as if I couldn't read that for myself. But worse, none of that related to the actual problem: They needed to reverse the late fees and respond to Discover card so billing could resume.

After demanding to speak to a manager in frustration, I get transferred to a... get this.... a "Collections Manager". This is who I refer to as Super-snark. Now I am super-irritated. Why am I being sent to a collections group for ADT's screw ups? Super-snark tells me I am there because my account is past due. She says by 60 days but then corrects herself to 30 but two payments. Regardless... I tell her the story I have shared with you so far. Her answer is to tell me I was never billed the improper amount and only billed the $29.95 in November yet my Discover Statement reads differently.

She even admitted that Discover had reversed the charge as we went back and forth. When I ask how could they reverse a charge you say didn't happen she never responded on point but did VERY condescendingly start reading my billing screen as if that negated what had happened. I told her I didn't care what she believed but that I needed to get ADT to respond to Discover and wanted to know why they didn't respond. I get another snarky tangent about how they don't speak to customer's credit card companies only to the customers.

I reminded her they have a Merchant agreement with Discover so they do communicate. Crickets to that point and any point I made. She only wanted me to pay the two payments outstanding (Dec 1st and Jan 1st) but refused to address the issue of ADT's failure to reply to Discover that prevented them from billing my credit card. We had another tangent around her wanting me to send a copy of my credit card statement to ADT so they could review the billing issue themselves.

I laughed out loud and said I would NEVER provide a copy of my credit card statement to them or any other account of mine. When I asked for a manager higher than her she played another semantics game. She said I could call back in an hour and get another Manager which was basically getting the next shift of her. I asked for her manager and she said there is no one. She could only provide an address to which I could write a letter.

Having written letters to ADT in the past about billing issues and receiving no response much less redress from them, I opted for a review online in as many locations as I can post it. To Super-snark's credit... She did reverse the late fees but my account still shows that I was "delinquent" when it was not my failure to pay but ADT's failure to respond to their own errors that caused the auto-billing to be denied.

In order to make this work I now have to set up ADT on a different Credit Card (NOT really what I want) just to bring the account up to date and resume auto-billing. I will work it out with Discover but ADT made all of these issues... and for what? ANSWER: Because they have piss poor communication skills, lazy management that doesn't facilitate customer service which would actually save them money and make customer's happy. When a customer service is poor... the buck stops with the management. That snarky attitude comes from the top. Lack of Integrity on the Business/Management side of the house compounded with poor Customer Service created all of this and resolved not a thing.

In an attempt to fulfill the new contract, we were willing to transfer the service to our new home which we purchased and remodeled by taking it down to the studs. During the remodel, we asked ADT to come out to do a pre-wire to ensure all of the wiring in the new home was embedded (hidden) in the walls. In fact, all of the visible wires that were on the exterior of the home were removed and we paid over $1,000 to have all of the utility wiring buried. We called twice to have them come out to do the wiring before we put the sheetrock back on and we were informed that they would only come out once the remodel was complete.

Once the remodel was complete, the ADT installer came out and informed us that they would need to use white wireless sensors that are mounted directly on the stained wood door. He also let us know that the control panel would have to be mounted above the electrical outlet and that the transformer would have to be plugged into the outlet below which, like the sensors, would be visible in the room. Given we spent over $100k on the remodel, this was unacceptable. When we inquired about the recessed wireless sensors that are on the market, we were informed their new state of the art panel, ADT Command, did not work with any of those.

I spent over 49 minutes in the telephone and was bounced around to three different reps trying to find a solution that would allow us to fulfill the contract my wife had at her old home. When I offered to install my own system that was compatible with the recessed wireless sensors and then have ADT continue to monitor the system to fulfill the old contract, I was transferred to a fourth rep who claimed she couldn't hear me and asked that I call back! In the meantime, ADT has decided to send our account to a collection agency! Needless to say, we are very frustrated and believe ADT, after 10 years of loyal service, has really let my wife and I down. At this point we just don't know what to do!

So after ADT leaves my home and I get a call back, I tell them I am not interested and tell them I will call my friends and have ADT reactivated at my old house to finish out contract. By the way ADT did not install anything at old house due to previous owner using them and found out later he fired ADT as his home was broken into and ADT did nothing. The neighbor saw people breaking into home and called cops. So, now I get home from XMAS vacation and find a collections notice from some company representing ADT. I did not receive any calls from ADT or letters beforehand. By the way did I mention my ADT service did not work for 2 months and no call from them? I thought as a security service you would know when your customers system is not working? Stay away from ADT!!

Found out you can buy all equipment they sell cheaper and have it installed. Plus, when they offer to monitor and call cops or you, don't believe them. Plus, do you want a company that will send your to collections without notice after coming to your house, calling you and never mentioning this?? Did I mention the only reason I had to get a security company was due to doing an emergency foster of a baby and it was required by County. So if you want to protect your family and children ADT is not your solution!!

Wait! We haven't even discussed pricing or anything! He then sits down with a sheet of paper and tells me that the best security, with all the stuff, minus my $1073 equipment credit, it would be about 5 grand! Whaaaatttt! I say yeah no let's not! Lol and we proceed to get this thing narrowed down. When all was said and done, I was paying $2400 plus tax for basic bs systems and $60 a month to monitor. I'm not really a fan of the backwards sales tactics and I'm ready to cancel this very second! Especially after looking at their competitor which is $20 less a month and about 1800 for 2 outdoor cameras, a video doorbell (none of what I got with adt/pyh for 2400) plus window/door sensors, key fobs, an indoor camera, and motion sensors, installed!

I'm extremely annoyed that they installed the keypad without up front pricing! I NEVER expected that kind of price tag, especially considering I've never had a security system before and honestly, what if I didn't have a $600 payment for them today or ever, not including installation or first and second month's payment? If I can edit this later, I'll fill you in on how the cancellation process goes!... Also they offered a 100 Visa card which I haven't received and this 3 day cancellation period is ridiculous! How is that a reasonable amount of time to see if I'm satisfied!? That's right... It's not.

The CSR on the phone told me I have a 3 year contract and if I cancel it I will pay over 1500 dollars, despite the fact they did not fulfill the end of the bargin. To make matters worse, I did not authorize any automatic payment on the account. They are hitting my card for the monthly bill. Alarm companies have bad reputations. I used ADT because I thought they were better that these small con artist companies, but in the end they are all the same. If it could be zero star I would. That would be the rating.... Save yourself the hassle and avoid ADT.

Original Review: Dec. 30, 2019

I’ve been having an issue with ADT Security Services. It started last year in 2018. I have been a customer of ADT for a combined total of about twenty years. I have always paid them quarterly and never being late doing so. Then one day, ADT started sending me monthly bills. I did not understand why and thought this was a mistake so I just paid them the usual quarterly payment of $80.97. And by doing that, it just opened a can of worms. I continued to receive monthly bills and then called to find out what was going on. I spoke to agent after agent and no one could explain to me why I was getting monthly bills instead of the usual quarterly ones. For some reason, I felt I was paying more than I should.

Then on April 9, 2019, I spoke to ADT representatives named Michele and then Labion. I was told that I had a payment of $40.09 due and I asked “Why does it seem that I’m paying more than I should be?” I was told that I wasn’t and then I had to make a payment with this agent with my credit card so that it wouldn’t be late. The rep then told me that my next bill will be in July and it will be back to the quarterly payment of $80.97. I asked her to confirm that again and she reassured me that that was correct. Then on May 3, 2019, I received yet another bill from ADT for the amount of $8.31. This infuriated me.

I immediately called ADT and requested to speak to a supervisor whose name was “Santale.” I explained to her the billing issues I’ve been having and demanded an answer as to why this is happening. After a lengthly discussion with her, and asking her why I’ve been receiving monthly bills instead of the usual quarterly ones, she told me that someone had made a mistake. She then told me that I did not have to pay this latest bill of $8.31 and that my bills will be going back to the normal quarterly ones. My next bill came in July and was finally back to the regular payment. Then on October 8, I received a bill of $88.38. I then called ADT and spoke to Jonathan. I asked him about the increase in my bill and after looking at my account, he then agreed to bring it back to $80.97 which I paid by check. Then I received a bill for the amount due of $7.41.

I then called ADT and spoke to representative Adrian. I told her that I wan’t paying that amount because of what the previous rep Jonathan did. Adrian then told me that he made a mistake. With all these mistakes being made by ADT, it makes me wonder how secure is my home if they are monitoring it. In 2007, I started my service with them for this property. At that time, I was paying well over $100.00 quarterly for several years because I had a phone landline. But then I got rid of the landline to save me some money with ADT and then was able to have my bill lowered which was really a big help financially being a senior citizen. Plus, I still have my originally installed antiquated system of theirs in my home with no “bells and whistles.”

At this point I just wanted my money refunded, but was told that I was being transferred to Life Shield. Once again I had to explain my entire dilemma and after waiting on hold, was told that I had to contact ADT and was going to be transferred again! (Unbelievable! Straight out of a Kafka novel!) During this entire month long process my business along with $100,000.00 in computer equipment was left unsecured and I was literally afraid to leave my facility for fear of being robbed. (Good luck filing an insurance claim without an alarm system). I have contacted my bank to dispute the charges, but that will take another month, and ADT has not answered any of my inquiries. I hope this is not a "typical" ADT experience, but consumers should be aware that this scenario unfolded and no attempt was made by ADT to correct their error.

My contract was completed over the phone with lots of information given. Honestly, I recall the sales rep mentioning a cancellation fee but not in the amount that it was. Unfortunately a family emergency had me return to where my family was living and I was unable to use the ADT service at my sister's home due to the fact they already had another security system. When I cancelled (I knew there would be a cancellation fee) I was SHOCKED when I was told it would be an $800 early cancellation fee! Yes, ADT told me I could take the service with me to avoid the charge but I cannot use the service. And if the new renters in the home I was in establish ADT service that fee will be waived. I am extremely disappointed that a company who offers a great product would find the need to charge such an exorbitant amount.

I questioned their math and they *improved* the price to *only* $1600. I agreed and we set an install date. On planned install day I sent an employee to stand by for their technician. No ADT tech showed. No phone call, no courtesy, nothing. I am outraged. Not only do they overcharge for their services, their customer service is inferior. I am seriously considering dropping ADT at both facilities. Please consider carefully before using ADT for anything.

Original Review: Dec. 18, 2019

I had ADT for 6+ years. I am upgrading and considering other systems. I called and canceled my service only to be notified that I had agreed to a 30 day cancellation period. I specifically asked the cancelation agent if there were going to be any additional charges and the answer was no. However, I got a bill today prorated for the last 30 days of service after I canceled. Never complained in the 6+ years where the price has constantly gone up for just basic monitoring. I also got a note asking me to rejoin for a much lower price. ADT doesn't seem to care about the tenure and the bigger question is handling the way the exit was done, they lost a customer forever. Will not go back to ADT if they are bent upon extending unwanted service and getting fleecing tenured long-time customers.

They said that they would try to get a refund processed. After 2 months and calling multiple times still awaiting a refund for the items that were overcharged. Not to mention anytime that I had called I was placed on hold and transferred to another person that did not know what was going on or how to help. Overall, be sure that the techs don't try to pull a fast one, and be willing to wait on a solution if something does go wrong.

In my case I have a newly built home, which will be smart tech fitted and therefore I do not need cameras etc BUT I do want the modern keypad. I am NOT prepared to pay an additional $400 + $300 setup + $30/mth for a keypad, which probably costs $50 from China. PLUS they had to run my credit to see if I am good for $27/mth. Now my credit score will be hit by 5 points. BEWARE. They are NOT TRANSPARENT. And BTW I spoke to Jessie the techs Manager over the above issues. He was rude plus I spoke to Heather ** ID ** their Customer Relations Manager who actually put the phone down on me. Time spent 1hr on sales call + 2hrs 30mins with tech. Over 3.5hrs wasted experience. ADT seriously you might be famous for your monitoring, but your sales process, equipment options and sales hustle is so 80's. NEXT...

Updated on 01/11/2020: I have a security system installed on November 19, 2019. To this date I don't know if my system will work if someone breaks a window, they have put glass break sensors all over but at first they were going off when closing doors, now they don't go off at all. Today I had a service tech come in to bring me a Key fob that they had not given me and to also test all of the sensors with a glass break simulator, which he did not bring, and being the first thing I told the operator who set up the appointment.

To make this a little shorter, he did not bring one and try to improvise with his phone but it did not work, and he kept calling his manager. His name is Kevin who had my phone and my wife's blocked until today. I refused to talk to him. When he had the chance to talk to me, I was blocked, then the technician ask me for a plate and a spoon to simulate a glass break. I said, "No I want the system tested with the simulator." Before all this time he was trying to convince me that the system was working, (don't know where he got that from) then he left, and told me he was going to get the simulator, (hope they have one) but he never returned. So far I have had 4 reps here and one that did not show up, and they have not made my system work as it should. Now another tech will come next Friday so will see what happens. A note for the company if and when you respond, I want the contract canceled, equipment removed, and my money refunded.

Original Review: I wished I had read the reviews, before I committed myself to a 3 year contract. For a company to be so widely known, their professionalism, leaves a lot be desired, as I will explain as follows: 1) When I spoke to a very sweet girl on the phone, she told she was giving me $830.00 worth of equipment, but then she said, "I will give you another $1250.00" which according to her was part of employee discount (?). Everything was fine until then, she asked me for the $99.00 installation plus tax for a total of $105.93 and she she told me, with this kind of money you can make your house like Ft Knox, so I agreed, so the next day at 8:00 AM had an installer, consultant, at my door who was supposed to know everything.

2) This fellow walked through my house and came up with a figure for the equipment of $5,451.00 dollars less the credit of $1768.00, leaving me with a balance of $3683.00 dollars that I would have to pay, so I said no way. That was not what I was told, so then he started cutting corner by replacing devices until he got to a round circle, which my cost was $556.00 plus $105.93 that I already had paid. Finally I agreed and started programming the sensors and other equipment, was in my house until 5:00 PM that day. The work was sloppy, I being a retired licensed, and certified by the state of Florida electrical contractor had to do a lot of the work in order that I would not have expose wiring on my walls, but even then the sensors were not symmetrically installed to blend with the surrounding areas.

3) 3 or 4 day later I called ADT to have someone come over and tell how my protection was, so he found that 2 rooms that when the door was closed would not pick the glass break so I try to buy them on my own and have them installed to no avail, the ones I found were not comparable. 4) Today 12/13/2019 I called the area manager for him to come over or send someone else since my main panel was falling off creating a tamper alarm, and also a sensor was causing a false alarm almost every time one would close the door, so finally he install the 2 sensors at a cost of $239.00 plus tax and relocated the other sensor. Now I am having problems with the phone app. on both phones mine and my wife's.

5) The $100.00 Visa card, they never send me the information to request is today's technician gave me the paper to contact them, and good thing he did because in 5 day their 30 day limit expires, and no Visa card. 5) The remote fob, I am still waiting for it, Need to call again, and customer service are not the friendliest of people. 6) So will see happens over the next 3 years, but my advice buyer beware, in my book they are not what they represent themselves to be.

I called multiple times to try to get out of the contract and return the equipment with no luck. Apparently ADT has a number of various dealers and some are very unethical. I feel completely swindled and taken advantage of. BUYER BEWARE: If you are thinking of using ADT for security for your home, I would suggest doing a lot of research and price comparison. We had an excellent security company before we moved here and we spent about 1/20th of the cost.

This company comes out and uses very shady sales techniques. "Yes you are one of the first homes in the subdivision so it is in our best Interest to give you a system for free because new homeowners will see you have it and will follow suit." "It's the price of doing business" but then an hour later as you're signing a contract say all you need to do is pay the $56/month "cell tower fee". It will cost me $700+ to walk away from this company, even though they have never delivered on their promises. There are great companies out there. This is not one of them. Please stay away!

My monthly agreed upon amount was $24.99 + $4 for carbon monoxide monitoring. Every month, they deduct $29.32 from my account which makes no sense since the monthly amount is $24.99 and $4 is supposed to be for the carbon monoxide monitoring, which they are not providing. They also refused to accept that THEY installed the carbon monoxide monitors. After numerous phone calls, I was not satisfied with the service. I asked for a copy of our contract agreement, and they refused to provide that to me. I asked to speak to their manager and they always refuse saying he/she is not available - I have asked three times. If I want to cancel, they are telling me I have to pay a penalty which makes no sense since I do not have a current contract, just the previous one that I signed years ago for a YEAR. I did not sign a new contract to renew the service and I certainly will not since I am not satisfied with their service.

So now I am stuck with a security system and carbon dioxide monitor that is not working, in an "agreement" that I never signed outlining that I renewed my contract, and in an "agreement" that I cannot get a copy of. I want to cancel my services since I am extremely unhappy and disappointed with their attitude and service, as well as the deception. All these years I thought my family and I were safe with not only home security but also carbon dioxide monitoring, and now I find out I am not. And I cannot cancel my service to get proper service from a different provider without paying a penalty. Penalty for what? For paying my dues all these years and living in deception. Penalty for their poor service? Penalty for their lies?

So yesterday I see a $28.35 draft from my account AND the December service charge of $56.70 has STILL not been credited back to my account. I call ADT and my initial representative was rude and irrational - telling me that the account was indeed cancelled in October, however the auto drafts were not cancelled. I indicated reasons for all the needed 'cancellations' not being executed correctly was not my problem that it was your problem - at which she told me that it was not "her" problem - like I was suggesting it was her personal problem... "You" as in ADT! Come - on!

As I was clearly getting agitated, she abruptly put me on hold for 15 minutes - at which time another representative picked up and we had to START ALL OVER - like I had just called. The new representative basically put me on and off of hold while accessing my account. He did not indicate what he was doing - just a lot of "hold on sir". Next a billings lady picked up the phone and I conveyed to her the same story - now over 30 minutes on the phone. This representative could not see my account directly she said. She could only message back and forth between her supervisor - ultimately telling me that I would not be credited any of the drafts and that the final $28.23 was a "pro-rated" charge from May of 2018.

As a consumer - I feel that being charged for two months of service BEYOND my contract and a "pro-rated" fee from some mysterious May 2018 instance is totally unacceptable. I had no issues with ADT prior to this incident. ADT could have simply made the fair decision of crediting me for at least the December service period - but no. Perhaps they felt that I was leaving and had nothing to lose - other than me writing a review letting others know that I feel this is excessive charging. I will never recommend ADT for this reason - Poor handling of my case - regardless of terms.

As the tech spent numerous hours in my home setting up I read through their lengthy contract that was not written in language anyone other than a lawyer could understand. Every question I asked the tech offered to call someone to clarify. Finally he finished but the contract was not done being signed because I was still flipping through it. He said I must sign and can clarify later with reps if I had any questions but he could not leave my property with the equipment until I signed.

Well 14 months later we buy another house and move only 7 minutes away from previous property. We call ADT to move our system and not only do they hit me with another HARD inquiry credit check, they charge me installation fees all over again. When the tech got to our house and hit us with the fees he claimed that it's in my contract. Well that's fine but no one gave me the time to finish reading it before I signed. It took me 3 hours to flip through the first 30 pages and there was plenty more left. No signature means no system.

They always claim to be giving you all this "free" equipment and discounts, but we couldn't even get a porch camera without paying an additional $300. In fact we couldn't get any cameras from them. Each time you move your service contract restarts for an additional 3 years. That means that if you move after 1 year of service, you you don't have 2 years left, you have 3 again. They charged us another $99 to move and this time we did the whole Visa debit card thing which you have to pay $5 for to get it in the mail, and we did NOT receive it this time.

To make matters worse, we decided to cancel ADT after another service provider paid us a visit. The other provider offered to pay off our contract with their debit card reimbursement, but ADT is refusing to give us our final bill which we need. After calling ADT to cancel, they charged us for an additional month even after their equipment was deactivated in our home. I had to call my bank and describe the situation and they finally blocked ADT but we couldn't get our money back. ADT still has not given us our final bill so the new provider can pay it off. Please don't use their service. ADT are the only people robbing you.

I've set off my burglar alarm a few times by accident and they generally did a pretty good job at calling me soon afterward. Then they stopped with a person calling and instead sent a pre-recorded message if I had shut off my alarm within a few minutes, and then my fire alarm went off and I got nothing. So I called them, to let them know that I was okay, and then they told me that nothing came across their system. Come to find out, my alarm was never wired to send a signal out in case of a fire, just to test. So to "Make it right", they agreed to refund my fire monitoring fees, fix and upgrade my system to ADT Pulse, and give me a discounted rate.

When the technician came to install my equipment, they didn't bring everything. When I asked them about it, he didn't know that he had anything else to give. After hours of talking with ADT customer service, they okayed him to install the thermostat, but he didn't have the equipment to install it. I never got the rest of the smart plugs and even though they tell you that they record each call for quality assurance purposes, they told me they're not all linked to an account so they can't pull it up that way. Even though they were able to review "some" of our phone calls. I tried to cancel it a year later to switch to another company but because they came out and did work on my system, even though it was free and to fix their mistake, I was locked in for 3 years.

A few months ago, I noticed that my front door video stopped working. It shows that it's on and connected, but I can't get any video feed. And then, we accidentally set off the alarm again, and no one called. My system had been offline for a week and even though everything in the house looks okay, nothing was going out. I didn't call them that night. I had planned on calling them during business hours and canceling their "service".

A few days later, I got an e-mail letting me know that my system is doing great! =( Right. I called them and gave them a piece of my mind. They don't even know that it's offline. Are you kidding me? A second time? What if my house had burned down that first time? What if there was a break-in this time? What are they even looking at? Ugh. Done with them. That doesn't provide me any peace of mind.

And then the customer service lady kept on trying to send someone to my house to upgrade my system, it must not be working because it's out of date she says. There's NO WAY I'm signing up for another 3 years of that. And I ask her, does that mean I'll be stuck for another 3 years? And she says, well no, it's not 3 years. Mmmmm-hmmm. It's right at 3 years old. If that's a problem, maybe they should be looking out for that. She's offering me a discounted rate - so I can pay them to monitor... sometimes? And since they've raised my rates without notification from the last small-print-contract, that's a solid No thanks. #adventureswithadt #enoughisenough #adtisnotenough

We have been trying for a week to get a copy of the contract which we had been unable to obtain until I set up an online account and was able to print a copy off. I gave them my Amex card for payment when I originally spoke to the agent for the monthly monitoring fee and in there was a charge for $400 on it in addition to a monthly fee of $53 (which was supposed to be $27.99). We called about it (took hours and several people to try and help us) and they said that the $400 is 1/4 of the additional money that we owe them and that the balance of $1,200 would be billed quarterly. WHAT????

When I originally signed up, they gave enough of an allowance to cover all the equipment that we wanted and or needed. He sold her an additional key pad, FOUR key fobs (who knows for what) and we were billed for 13 door/window sensors and we only needed 8. We are considering and probably will have to obtain legal assistance as we are unable to talk to anyone at this company that will or even can help us. There are long wait times on the phone and a lot of passing the blame between Defender and ADT. And surely they must know that it is illegal to ask someone to sign another person’s name. THE WORST EXPERIENCE DEALING WITH ANY COMPANY EVER!!! Please stay away!!!!

It has now been over a month, we have attempted contact with no response. Even though the collection agency was informed that we are in dispute with ADT on the charge it was still reported and has affected our credit. We have been forced to make a partial payment to the collection agency in order to prevent this from further damage to our credit. At this point it seems the only way to deal with this is to take legal action against ADT which we are prepared to do simply out of principle. Do not use ADT!

Original Review: We had ADT for over 5 years both at our residence and at our business. We had service at our condo while we were building our new house. When building we spoke with an ADT salesperson about our new home and what we were looking to purchase for our home to make sure all items would sync with our ADT system that was to be installed. The salesman assured us that all the items would work with their system. Based on that information we proceeded to purchase over $1,000 worth of equipment, had it installed then scheduled ADT to come out for our security system installation. I took the day off. Met the ADT installer. He told us he couldn't do the install because he was told it was a simple install and the equipment he had with him was not sufficient to do our installation at that time.

The installer's manager called us to set up a new install date. That date was set and I took another day off of work. The technician called the day before install to go over the job. When I told him about all the thermostats and doorbells I purchased based on the conversation with the ADT salesman the technician informed me that none of those items would work with their system. He gave me a number to call to speak to a manager. I called, spoke to the manager, told him everything that had taken place. He saw how long we had been customers, apologized and said we should have not been treated this way and misinformed. He told me that he was cancelling our service and we would not be charged any early termination fees due to our inconvenience.

Now, 6 months later, we are receiving phone calls and letters from a collection agency for the early termination fee of $322.94 that the manager stated would be waived at the time he cancelled our service. We have spoken with ADT on 3 occasions since receiving the collection agency's letter/phone call. They are unwilling to do anything about this. They are stating that they see all notations regarding our account except the one where the manager stated he was cancelling our service and waiving all fees. That's very convenient... They are saying because we cancelled our contract, we are bound to the contract's ETF and must pay. We told them we were not the ones that cancelled our service, their manager was. We actually wanted their service but because they could not provide what they stated they could provide and because we spent $1,000 on equipment and took 2 days off of work he was cancelling for us as a courtesy.

Apparently that doesn't matter, the manager we spoke with today can't do anything about it... Also, it's interesting that I was always the one speaking with them, it was my number they always called and my name all correspondence was sent to but now the collections amount is in my wife's name not mine... We will never use ADT again. We have cancelled our business contract with them as well. We recommend that you stay away from ADT. There are great services out there that do not charge ETF (early termination fees) and that honor their long term customers.

She came back to me and stated that her supervisor said that I received a better deal based on my initial consultation than I would have with the widely advertised Black Friday "Sale". The Rep did not offer to assist me beyond what she told me. I inquired online about ADT Security Services based on their "Promotion". ADT called me multiples times to get the sale. Now that I am signed up, they pulled this bait and switch tactic. The Installation Tech provided excellent service, but I am displeased with how the Customer Service handled my concern. I am looking for another home monitoring service and will cancel my contract within the 3 day rescission period.

Original Review: Our system didn’t work from the get go. The alarm went off several times and ADT didn’t even check on us. We couldn’t figure out what to do and the manual didn’t address the issue. When we looked online, we found our system was already discontinued and it was only maybe 8 months old? We were sold a discontinued model! The salesman sold us a bill of goods by telling us we were purchasing the best, top notch system. The guy that installed our system drilled a hole in our wall in a very conspicuous spot in our main hallway without asking if it was okay.

When the home is secured it will show “armed.” We had a new front door installed so the old one and the side lights were totally removed from the frame. The system showed our home was still armed with no front door! How can that be? We finally had enough and disconnected it, but said the system showed it was operational and armed. What?

People, do you know ADT can sell you refurbished equipment or new equipment and it’s not specified which one on your contract? With alarms, if yours goes off it is at ADT’s discretion whether to call you or not to call you. They sure don’t tell you that when the salesman comes to your house and they don’t say that on their commercials. Your contract states ADT has no responsibility for anything but collecting your money. We canceled for all the reasons stated above. Now they’re pestering us by calling us, even after we asked them to remove our name from their list. Please, don’t make the same mistake we did. I gave a single star because you have to select at least one, but if I could have I would have given none.

Since I have had my system for approx 8 years, I believed the young man that told me I would owe ADT nothing more. I was billed Nov. 1 and have no problem paying coverage for the month of November. I DO NOT believe, however, that I should be "forced" to pay for an additional month of coverage when I no longer owned the home. I was also contact by a local ADT salesman on Dec 2 wanting to sell me a new system stating that he saw that I had sold and moved to a new city. What a crock. I will NEVER again use ADT, nor will I recommend them.

Meanwhile, I've received hundreds of ads from them for $20 a month less, and not to mention much less from their competitors, and with all kinds of perks like cameras, smoke detectors, glass break sensors, etc. They refused to reduce my rate back down and refused to refund the money they fraudulently took from my account without my authorization. They also refused to provide equipment replacement for faulty items, updated keypads, nor any of those perks I had been paying for 2 years.

Finally, one person a few months ago got it back down to my original rate. Then, within a matter of 2 months, it increased 2 more times right back up again. I called again and the first person I spoke to luckily saved me some stress and reduced it again but she said no promises and would not provide any perks unless they contract me again which I refuse to do when the competitors are more than half the cost less. I'm also sick and tired of the constant beeps in the middle of the night from the faulty equipment, and having to spend months without turning on the alarm due to frustration, but still paying their ridiculous rate! I will be moving on to their competition.

Original Review: We have had the system for 10 days and already have had two false alarms that happened even though the system was not armed. In the middle of the night the alarm goes off indicating a problem when there was none. Called ADT customer service (sic) and was told to get a ladder and remove the batteries so there could reset the system. At 77 years old getting up on a ladder in the middle of the night doesn't sound like a good alternative. Asked to have the system turned off and cancelled and was told I could not do that because we had the service for more than 3 days. Do NOT sign up with ADT. Good at sales, Bad at Service.

When a technician finally showed up several days later he also had no idea what services he was supposed to be performing. After walking the perimeter of the house to determine where to place the cameras the technician stated that he did not have a ladder to reach to roof line. How do you show up to install cameras on the exterior of a home without a ladder?

While in the attic looking for a place to run the wiring for the cameras his foot crashed through the sheetrock leaving a large hole in the ceiling below. He then left without installing the cameras stating he needed to take a drug test. We called to follow-up regarding the incident and they were unaware that anything had occurred. After waiting on hold for more than an hour we were forced to hang up.

This is a brand-new home, of which we have not moved into yet. Each time there is a service call (or supposed to be a service call) we have to wait around in an empty house with our six-month-old child. Now, after weeks of delays and frustration due to horrible customer service, ADT has informed us that as an additional inconvenience to us, we must now schedule three contractors to come to our home and place bids for the damage to be repaired. If ADT is unable to coordinate the simple task of ensuring that its technicians are prepared to complete their assigned service call why on earth should I entrust them with the safety and security of my family?

Original Review: Dec. 2, 2019

We were offered a promotional offer without giving full details of how their gift card program works and that when you get the cheapest security plan they offer is only done by landline. In order to receive the gift card you have to pay a 4.95 shipping and handling fee to get the gift card, also have to purchase a certified check or money order. Our bank only has certified checks at a tune of 10.00. This gift card comes from a third party which you're not told about this till the end of installation. It was after that we were informed to go to an email that would be sent to us within 24 hours to print it out and follow the directions. This was to cover our upfront 99.00 installation fee we paid in advance and an additional card to use at our discretion. Evidently minus all the shipping and handling fees we paid and purchase of two certified checks from our bank, postage, envelopes, ink cartridges and paper and gas and our time.

Informed them right away of the deceit of being lied to when we let them know how dissatisfied with all of this to then be told by another Supervisor we would get a third gift card for our aggravation. Well we never received a third card so we called back few times more over few days, was told we have to give 36 hours for it to come to us in email, never happened. We called again just to be told no they can't send it to us. It has to come from a third party promotional offer. We called third party and it was a no we're not getting it.

Adt will not give you their phone extensions or a way to speak to them again as one Supervisor put it they're so many from all over they can't do it. Reason for this is if you have a complaint you can't go back on them as no way to find out who said what or how to reconnect to them. Would not ever recommend this company. The sad part is we were customers of ADT for years and we moved and called for their service again but never again will I use them once this contract is up as we are now locked in for 3 years as we were dragged on for past the 3 days contract to be broken. Lied to until we were locked in.

I wanted to cancel my contract and she calculated how much I had to pay and told me I had to pay $1386.20 and asked me if I was ready to make the payment. She told me corporate office will still transfer the call back to her. I had to call corporate office to explain my frustration. The lady was very helpful and took notes and sent to who could help. I had a 5th appointment which had 10am to 2 pm time frame as the rest of all appointments.

I got a call around 8 today 11/30/2019 from a technician named Chris and he was a life saver and told me he was 20 minutes away. He came. Fixed the problem which didn’t even take 5 minutes. It’s a disgrace that it had to take 5 appointments and a call to corporate office to get help. I wanted to have cameras installed but had a change of mind with such unprofessionalism and terrible customer service from ADT. Had I read the reviews prior to contacting their office for home security I could never have used them- I am stuck with them for 3 years. WHAT A NIGHTMARE. At this point I can never recommend ADT to anyone.

Furthermore the tech was not able to resolve the initial issue while he was here, which is to replace the keypad that is less than a year old and will not be able to do so for at least 10 days. That is 10 days without a security system, I was offered a credit, but for 10 days I am unable to secure my home as I was told when I purchased this system. I continued to escalate my concerns and was made with the same condescending attitude by the ADT Customer Service associates and was told I may or may not receive a call back from a Manager/Supervisor as it is at their discretion as to which complaints they respond to. I will never recommend ADT service to anyone based upon the interactions I had today and feel they simply do not care about their customers and I am simply a transaction to help increase their bottom line.

4. The installation team installs and make me talk to someone on the phone to confirm if the installation agent has installed the equipment. It is impossible to follow what they are saying because they talk so fast. Apparently the discussion included my consent on the contract and also a waiver on 10 day trial. 5. The service doesn't work. And they continue to charge me $53 per month. I contact ADT and they ask me to contact some authorized dealer. I call the dealer and they make me wait on the phone for nearly 30 minutes. Perhaps tactics to dissuade me from trying to cancel. Finally tell me that I have to pay them $1000 to end the contract. I really really wish I had read some reviews and talked a few people before I signed on the paper. I feel so stupid and cheated and tricked. I for sure will never renew the contact but recommending to others to look for other options.

This company will cash your checks AS THEY SEND YOU TO COLLECTIONS even if you are current!!! This company will then cut off your service and call it breach of contract. A class action lawsuit has been filed. DO NOT USE THIS COMPANY. --ADT is aware and their response is to turn back on your service for a fee (and you are still expected to pay the ridiculous Defender Protect your Home Cancellation fees on top of it because Defenders Protect your Home and ADT are in this together. Shame on them both!!!

In an attempt to keep my business, they sent a repair professional to my home to fix the equipment that had not worked in years, and they offered me service for $14.99/month. After all that, the equipment still wasn't fixed and I was appalled that I could have received the same services for $600/year less than what I'd been paying for years! It has now been over three months since I first called to cancel my services with ADT, and yesterday they finally cancelled the services to my home. I'm just waiting for them to send me a bill for those three months, as that would be perfectly in line with the experience I've had.

To follow up on my appointment I called the rep for my commercial system and was informed that ADT would have nothing to do with my Install and in fact the equipment sold to this installer is older equipment, Not the "newest components" I was promised. When I called to cancel my appointment the manager said the system I was looking to purchase was "fake security" and This is the solution for people who can't afford one of their systems. I was very turned off by the whole process and I am still waiting on my refund.

When I called to request the morning back, I was hung up on by five different customer representatives who acted as if they couldn't hear me. When I finally got through to management, she was condescending, unsympathetic, and rude. To add insult to injury, ADT had a collection agency call me and representing themselves as attorneys. I was not even behind on payments. I am shocked that an organization of this caliber would be on par with what I feel and believe to be underhanded tactics.

So, I caved in after months of trying to get billing resolved and paid using the adt app. Once I used the app is when they finally started sending me the paper bills. It's been nothing but a waste of time yelling and being stuck on the phone for countless hours. However, the service itself has been a decent experience in terms of the alarm system being functional and receiving prompt response times, so there's that! I'm most likely going to cancel when my contract ends though, due to the headaches I've had from the billing and relocation side of things. Also, I'd highly recommend their basic wireless system over the massive robot of a system that they will try to sell you because they basically work the same, but basic wireless is much more affordable! Good luck!

Original Review: I called customer service to see if there was anything they could do about my contract. Life threw me into a situation where I am trying to keep my head above water. I was told that my situation did not warranty any consideration and that I would have to continue paying my monthly fee until the end of 2020. I am selling my house and move to a small rental apt. This company is a rip off and binds you to contracts without specifying the terms of the agreement.