ADT Reviews

I recently sold my house and moved to an apartment where there is no service. The move was a bit unexpected but since there was no system here I called to cancel my service. I was told that per my contract, I would have to pay almost $1,000 to cancel. I wanted to check this out for myself, so I asked for a copy of my contract. I was directed to a dedicated website, and on 11/1/13 made my request. The auto response said I would receive my contract within 5 business days. I actually got it on 11/13/15.

After reading the contract I thought I might be screwed, but called anyway. Turns out I was right. My options were to keep paying the monthly fee, pay 75% of the remaining contract balance, or set up a new system in my apartment. I told the rep I wasn't planning to stay here for three years and was planning to move to a new house. No problem. When I moved, I could sign another brand new three year contract. Keep in mind, I never wanted to sign the three year contract in the first place. I was only doing it because ADT contacted me to tell me the cellular base station required replacement. By that time I was month to month and a happy customer, and planned to remain so. I told the "customer loyalty" rep this story, and she told me that replacing the base station wouldn't require a new contract. The reason I had a new contract was because I'd upgraded to the new (to me at least) ADT pulse system.

Suddenly it all became clear. The ADT rep I spoke with neglected that little bit of information. I was led to believe the whole thing was interconnected and that replacing the base station by itself triggered a new contract. I asked the customer loyalty rep if the sales rep received a commission for the new contract. Unsurprisingly it did indeed generate a commission. So the ADT salesman withheld critical information I needed so he could make his sales commission. Naturally the contract I signed under false pretenses doesn't reflect this. So I could choose between three crummy alternatives. I could continue making monthly payments on behalf of the person living in my old house, I could sign a series of new three year contracts, or I could cash out at 75% of the remaining balance.

It's cheaper on a net present value basis to just pay off the balance. I feel like I've been extorted, so the best I can do is make it as least bad as possible. I looked at ADT as a possible investment because it has a sticky business model and a decent, not great, dividend. Now I see why it's so sticky. When you misrepresent your service, combine that with a contract that is entirely one sided, then require a contract restart in nearly every possible situation you end up in financial servitude. I won't invest in ADT, won't use them again, ever, and will never recommend a company with this type of business model to those I know.

UPDATED ON 12/08/2015: Still having problems with ADT. A tech came out to update system. I was thinking I would finally be connected to ADT's system but not so. I set off alarm 12/6/15 at 6:08 pm; no one called to see if it was a false alarm or not. But continue to debit my acct.

by Aug to Oct getting worst... Spoke to Marvelle on Oct 10, 2015 again stressful conversation and doesn't seem to care if my alarm issue gets resolve or not! Tech Thomas (from Mississauga) came and changed the sensor to wireless and had to put in a panel for the wireless sensor in the garage. After he did the job then Thomas tells me there are charges of $242.68. I told him, why are you just informing me this now after you install it and Marvelle from the ADT did not mention about charges. (Just signed on with ADT in May 2015 and now there's charges for a faulty alarm that does not work and paying monthly fee!!!)

The garage sensor is now fix but now the patio and basement window are both now continuously chiming without having them open! Not able to turn on alarms at all! Again Oct 31, 2015 was arranged for tech to change all the sensor to wireless as per conversation with ADT. The same night, had the alarm go off at 2 am patio door and basement window at 6 am. Spoke to Archie in Calgary dispatch and he was suggesting to have a tech come to check the alarm at home and he stated that labor and parts are all covered until you are still in a contract with ADT and being monitored! This was apparently easily accessible to Archie to read under my plan. Called again, arranged for tech to come again. Coordinator Ian stated there will be no charges for the wireless sensors!

Thomas again came on Nov 14, 2015 explained the situation but instead of changing all the sensor to wireless as per conversation with ADT. He suggested to change the main panel and stated it's unlikely it's the wiring. (How it is that it's not the wiring when it just chimes anytime, now even when walking in the basement without opening the basement window or patio door.) Thomas (tech) said to try this first and to call again if it's still a problem. That night another alarm (patio door) had to be waken up in the middle night again! Called ADT again and booked another tech to fix the problem. Bill came in for $242.68! Then called retention center. Woman was rude! You would think they'll try to help you!!! Questioned the bill and why being charged for a new install! The woman was rude and put me on hold for the longest time and kept cutting me off when explaining what happened

After stressful conversation with the ADT customer service, called another phone no. and spoke to Melissa... Had to explained the whole thing again. Asked if I could speak to manager but did not want to pass me to the manager. Asked her to check all recording since ADT has a policy to record all calls. Melissa stated that they don't have the records. Informed her that I have all the documentation since May and how is it you don't have the recording when the first thing I hear when I call ADT call center is "All calls are recorded"!!! Melissa consulted with the manager and asked me the question if the DOORS and windows were open when chiming! I told Melissa to tell the manager that he just insulted my intelligence and that is a stupid question! Of course I know when the door and windows are open the chime will go on. I guess Melissa was not listening to my problems.

At this time, I gave ADT the chance to fix the problems. I requested to remove all the monitor from my home and I need them to waive the charges and break my contracts. I even told them I don't want refunds from May to Nov. I wasted all the money I paid ADT, I just wanted out and not to deal with this company anymore. Eventually after 1.5 hours of speaking to them, Melissa transferred me to Gregory (cancellation dept). Then Gregory stated that I will need to contact the local ADT to cancel it. I told him he will need to deal with it and I will stay on the phone while he cancels and explain my situation. Also informed Gregory to make sure he calls me if he gets disconnected! Gregory finally gave the cancellation with no penalty and waived the charged. Will receive the cancellation letter in 14 days after removal.

Tech came on Nov 21 to remove the panel and wireless sensor. Mike stated that the same tech that came 3 times was incompetent and did not do his job and it is ashamed that ADT is wasting money because of incompetent techs. After one week received a bill for $899.58. Called billing dept in Calgary and had to explain again. Finally Pearl had to revise the charges and I requested an e-mail to state that I don't owe them anything. What a horrible experienced. ADT does not value their customers because when you go on web sites there are no e-mail or contact no. for any complaints. And when you call it will be different departments that you will have to deal with and retention center does not care of losing the customers.

What's the point of having to give you a reference no. when no one even looks at it so customers do not have to explain each time! I will forward this to the ADT corporation Jason Shockley and Elise **. I will also forward this complaints to Andrea Martin (CEO of ADT) once I get her contact no. I feel ADT failed to provide protection to my family and my property! I would have not even rate one if there was a neg option!

Fast forward to today 7 months later roughly and I am now being taken to collections for a breach of contract because I have not paid my account. Well of course I would not be paying ADT when I have emails from ADT and phone calls from ADT confirming that I do not have to worry about paying an invoice of over $1200 which is for the rest of my contract because according to them that yes it was being taken over.

If they actually knew what they were doing, and not let 5 months go by and let me know that it wasn't being taken over then this would not have been an issue, but because it has now gone up to 7 months and me being taken to collections in the next 30 days if they do not receive payment, they will be hearing from my lawyer and will be taken to small claims court for any damages if they do in fact take me to collections for them being incompetent. Again do not get an alarm system from ADT. By far the worst company I have dealt with, let alone the fact that the equipment did not work right from the get go and had multiple service calls for the garbage equipment.

I was told to buy a monitor to view the new ADT cameras with which I did. When workers arrived I was told that I also should have purchased a different router for my internet and that I had to purchase another online product ($90.00 for 5 years) in order for my cameras to be seen on devices outside of my business or on other computers at my business. Since I was unaware of the different, required router ADT connected my system to my cable box. This was not something I wanted or was happy about. I purchased the other computer product for $90.00. After connecting they told me I'd have to pay for another appointment if I updated my cable system. When the system was completed ADT ran out of time to test my system and even wrote in on my contract, "No test time."

On receipt of the final bill I was told I had to pre-pay for a month in advance for their system. They were unable to explain to me why I had to pre-pay when I was paying for many years already on a regular basis. I had been a business owner at this time for 16 years. I found their contract to be confusing and misleading. The installer itemized what I was to pay for by writing it on a sheet of white paper. Where were these numbers coming from? They also did not bring any stickers for the cameras, windows or lawn signs. I had to call my salesmen for those.

This should have been the end. I should now have a complete system that works and I do not. My "pet safe" motion detectors have been set off by my cats several times. Officers have showed up at my business each time and I have not been called on my phone number in my contract. Instead my 80 year old parents receive the calls. I never changed my contact list numbers. Somehow ADT did this with the last install. Meanwhile this blaring alarm system has scared my pets at work several times for no reason. An installer came back to try and tape a motion detector to not pick up the cats. It did it work. Please note: these motion detectors are in the same place the old ones were in.

Less than six months later I lost access to viewing my account on one of their websites. I also lost access to viewing my video cameras other than on the recording monitor. With all this money spent my system is only working on stay mode, with no motion detectors on and with no outside view of my cameras. I called ADT and after a long time on the phone they blamed the "no camera" view on a Comcast firewall. I called Comcast and they told me they had no firewalls to prevent anything like that.

I am a very busy business owner. I called ADT back again yesterday, 11/21/2015. I was given access to the website I was somehow booted from. I had their technician test my panic alarms. Surprise...I was never given a key to turn off one of my panic alarms! She had to give me another appointment even to use my system on stay mode for December first. Are you kidding me?!?! I was shocked they could not mail or drop off the key.

I later found a way to disarm the panic alarm myself. She told me I could not view my camera due to the $90.00 DYS system I was told to buy and that I needed to call them. (There is no phone support number easily found for them; at this time I believe it is not offered.) I searched their site and found a way to test my portals. The test came back as a firewall blocking it. (My cable system has not changed since this installation!) I was transferred to another representative who made an appointment for me to meet with a sales rep this morning at 10 AM. I told him that if I was going to make an appointment on a Sunday it needed to be on time and I did not want to wait for hours at work on a day off.

Today, Sunday, appointment day, no sales rep. A half hour after the appointment time goes by and I call ADT. It is confirmed, I have an appointment for today at ten AM. He tells me that my sales rep is aware of the appointment but he does not have access to call him. I would get a call back within a half hour. I left my business at 11 AM on a Sunday, all dressed up for this business appointment. At 11:30 I received a call from my sales rep. He left me a voice mail stating that I have an appointment for today but since today is a Sunday it's on Monday!?!?! I did not ask for a Sunday appointment! This is what was given to me.

I must be crazy in the first place to have scheduled this appointment with such an unreliable company. I was going to add on more glass breaks to be able to turn off their less than a year old motion detectors that should have never been sold to my business. I will not be at my business tomorrow at ten AM to meet with them. I will never alter my schedule again for this company. I am likely to switch to Comcast security now. I expect a written apology from ADT, replacement of the motions for glass breaks, a technician to fix my camera system, and these things completed without an extension of my contract to feel like this is a fair company. It is currently the worse company I deal with.

So we got all this fancy stuff, don't know how to use it, can't fix the issues (because now it's all programmed) and we don't like it. Also, I've set the smoke detector off twice and received no call or email. I called to ask if it was being monitored, they said yes and tested and it worked - so then why didn't anyone call to check to see if we had a fire??? We pay $55/month, we are stuck in a 3 year contract (before it was only 2 yr) and if anyone has to come out, it costs money (about $150 if I remember correctly). The worst part is that when you call in for questions or anything, the people act like they don't care. Not rude per se, just blase. It'll cost $650 to cancel our contract. We are stuck. NOT HAPPY!

The last time I moved the guy who installed the system, he activated the pulse service and he says it is free of charge and guess what, they started billing me 10 dollars extra for a service I do not need. And when I asked for a copy of the contract they put my electronic signature on a contract which I did not approve, which has 10 dollars fee for the stupid pulse service. Every time I call they transfer the call to different departments. I complained to BBB about them. They contacted me and they sent me a new contract to sign without the pulse service but guess what, they started billing me again 10 dollars extra. They think the customer does not read the bill.

I cancelled the service and they will charge me 75% of the remaining months but believe me this is a lot easier than dealing with them. I wish I can give them ZERO star because they do not even deserve a star. If you are dealing with this rip-off company cancel your automatic payment and watch your bill. Expect a lot of delay when you call them because they do not know what they are doing!

So I call them and try to upgrade to cellular system and they wanted to charge me upwards of $500+. I'm trying to find resolve for their error and still thinking about keeping the alarm company I have been paying to protect my family while sleeping. Long story short, the response I got was they don't monitor if the phone disconnects from alarm system... Here I am thinking thieves cut phone lines to get past alarms and that's not something to worry about. I am going to finish paying out my contract with ADT very unwillingly. MAKE SURE YOU ASK THAT QUESTION IF YOU ARE THINKING ABOUT ADT!!!

I sat at the meeting and there the salesman told her if her house is ever broken into, you can get up to 500.00 so I called ADT have been giving the run around spoke to. Can't even tell you how many all saying yes. Send paper work from home ins to no you have only 3 months to apply. But ADT knew my home was a break in, why was I not told then. How may people do they keep this from? They give you great spiel when they want your business but forget about after they have you on the dotted line. It took forever to get the referral 50.00. I was told, "Oh it's on the honor system. It's up to the sales person to send to you." I don't even know if my daughter got hers. Will find out? I am tired of their baloney every time I see their ad on tv and will cancel there soon!

Thanks to ADT for a quick resolution to the problem. ADT should train their techs and managers about this option so that other consumers don't get the runaround like I did.

Original Review: Nov. 12, 2015

We recently canceled our monitoring service with ADT after being with them for about 9 years! We decided we did not need remote monitoring anymore. We had purchased the alarm system through Brinks in 2006 and our contract clearly shows that we paid over $600 for the equipment - in other words, we own the equipment. Brinks became a part of ADT after several acquisitions since 2006.

2 months after we discontinued our monitoring service through ADT, they used the phone connection to shut down our alarm equipment remotely and without our permission thus making it impossible to use our equipment as a local alarm. I called ADT and spoke to a number of technicians and managers - they informed me that ADT started a new practice about 3 months ago to remotely shut down alarm systems when they were no longer being monitored. When I requested that they turn it back on since we want to use the equipment (which we own!) as a local alarm, they said that they will only do that if we sign a new 3 year contract for monitoring service!

I believe this new practice at ADT is completely illegal - they are messing with my equipment in my home and disabling it without my permission! I am going to bring a lawsuit against the company for such anti-consumer and illegal practices. I would like to hear from others that agree with my position on this issue so that we may be able to turn this into a class action lawsuit against ADT and get them to change this practice at a minimum and perhaps even collect some money. I look forward to hearing from others who have had a similar experience and who would like to join me in bringing a lawsuit against ADT.

When we contacted the second ADT installer, he quoted us a price $1000 less than the one we got stuck with. We called ADT, even going to the corporate level, and got no help or sympathy for our plight. I saw on here that some people talked about a class action suit. I would be all in favor of that and I can be reached at **. We need to do something about this out control company.

A month later I received a late notice. I called ADT and was passed around to numerous people. After several days and countless hours on hold (and often times disconnected), I was told that the account was not transferred but terminated so I was out $769.50. I explained what had happened and they said there was nothing they could do. I talked to Lisa, Dina, Darlene and Jeffrey and they all had a different explanation. I was given the name, number and email of a man that I needed to talk to.

I called and left a voice mail. I then emailed him on October 8th. When I did not hear back from him, I called the next day. He was very rude and said he had not had time to look into it. On November 5, I received a letter from a collection agency. I do not know what to do. I certainly do not want my credit hurt. ADT has a contract with the new owners. I feel like I acted in good faith and that they deceived me. I have been online and found numerous stories just like mine. I don't understand how they stay in business with such dishonest policies.

I honestly think I could go to the doctor and get anxiety medicine just for when I have to deal with them. Please stay away from this company. They only care about getting your money. I hate writing bad reviews but I have had nothing but terrible service with them. It wasn't like it was just one bad experience, I have never had a good experience and I've been with them since the beginning of 2013. Stay away and don't get stuck with them. In order to get out of my contract they said it would be about $900.

I did post a comment on social media and received a call from a corporate contact who noticed I had placed a service call for the keypad. Unfortunately my phone reception was poor and I told the person I would call back, and when I did it went to voicemail. A day has gone by and no attempt to call me, but perhaps that's because I have a service call and as long as the technical issue is fixed, the overall consumer experience doesn't matter.

I can't think of anything that would actually make this better, as it's not about trying to get a break on the service fee or all of the equipment I've purchased. It's more about sharing what's ultimately going to lead to the dissolution of a relationship with a product/service that I've had for 25 years. A security system is just like insurance, you hope you never need it and shouldn't even have to think about it, let alone be reminded of it every time a camera goes offline or you can't check the status of the Pulse System because the panel isn't connected.

I cancelled the service and they will charge me 75% of the remaining months but believe me this is a lot easier than dealing with them. I wish I can give them ZERO star because they do not even deserve a star. If you are dealing with this rip-off company cancel your automatic payment and watch your bill. Expect a lot of delay when you call them because they do not know what they are doing!

My wife and I called the customer service department and after being transferred twice, was hung up on. We called back and the 2nd customer service rep was very unprofessional and told us that we would have to cancel because our existing system was not compatible with the new keypad installed by the service rep. This is egregious. Both the scheduling rep Nicholas **, and his manager and the service technician rep misrepresented the facts. This misrepresentation was recorded.

We called the ADT Corporate Office and they gave us some good feedback and suggested we use them to fix this problem and lack of professionalism displayed by Defender Direct also known as Protect Your Home. Please note, it is best to call ADT Corporate and have them perform any services, updates, installs etc. that you may require. We will be filing complaints with the Attorney General Offices in both Indian and California, the Better Business Bureau and if needed, will file a civil process to recover everything.

The Tech, David **, took our keypad that we owned without our knowledge. He installed equipment that we did not authorize, mainly an unnecessary motion detector. He left 56 of our 58 zones unmonitored. He did not review any documents before he told others in my family he was leaving. He never checked out with me, and slipped out. We received an email after his departure which contained a contract. This was the first time we had seen this contract. At no time was any paperwork ever reviewed with or by us until we received the email. To our surprise, my signature had been forged! Why would the tech not review and have me sign the contract in person since I was present during the entire length of his service call. The signature on the contract is clearly not mine and the fees written in were NOT what I had discussed and agreed to with the sales representative.

We were very clear regarding what we expected, from the initial rep, Nicholas **, and his manager. To have our current system upgraded and put back online. The tech knowingly installed a self-contained system that was separate from our current system, again, leaving 56 zones unprotected. For this company to do this demonstrates a lack of concern for our person, property, and life!!!!! I took this guy around our home, showed him previous documentation regarding all current zones. He said we would need to call customer service, to schedule a follow-up to finalize the upgrade and bring the system fully online, which included installing the needed equipment; getting the Pulse online and bringing all current zones online (ALL LIES). I felt it was imperative to call immediately and follow-up with scheduling the follow-up visit.

HOWEVER, to our disdain, when we called the Defender Direct also known as Protect Your Home customer service rep, Niecy, customer service number (**) stated the stand-alone system was not compatible. When I asked to speak with a manager, she told me that I could not speak to a manager! The tech, David **, installed this stand alone system, (DSC Impassa, self-contained system) knowing it would not be compatible with what we currently have in place. He was on the phone throughout most of his service call. If necessary, I will file a Subpoena Duces Tecum for phone records, to determine who the tech, David ** conspired and colluded with, to defraud us. This is unconscionable.

It is great that we have digital voice copy of EVERYTHING that has been stated by the reps and techs! The tech, David **, literally snuck out of home, ran wires that were not informed of; the tech, David **, did not provide any explanation, nor informed us what he had done! If this company is this desperate for a sale or commission, that they will jeopardize the stability. He tap into a power source and did not inform us of this fact. After advice from the legitimate ADT Corporate Office in Boca Raton FL. (561) 988-3600, I told ADT Corporate office I would compile and submit the letter of cancellation. However, after trying to submit the cancellation letter to Defender Direct AKA Protect Your Home, the number (866-975-1720) was not functional. The fax number (866-975-1720) goes to elevator music making it impossible to send the fax.

I will continue to update my experience with Defender Direct AKA Protect Your Home daily, until we are made whole. If I take this to civil litigation, I will repost this information in public forums to include this reporting site as well as others. What Defender Direct AKA Protect Your Home and its agents have done was intentional and with malice! Currently, our home is unprotected because of Defender Direct AKA Protect Your Home and its agents work in our home on today, October 31, 2015! Prior to their arrival, although not monitored, all areas could be armed and sound the audible alarms if any zone is violated, that protection has been removed by the aforementioned company and has left the resources and my family exposed to compromise. In my civil complaint, I will list the codes violated for the Civil Code and the Business and Profession Code.

We have tried to work with them to find a way that we can both part without any hard feelings, but they refuse to let us out of our 5-year contract. Stupid of us for ever signing up for such a long contract in the first place, but the sales guy pressured us into it with the offer of free equipment (most of which we never received). Overall - avoid ADT at all costs. Their customer service wait times are long, their staff is often rude, and even when they fail to protect your business as they promise, they blame you. A company that cannot take responsibility for their mistakes cannot be trusted.

Before he leaves, I make sure my phone & Internet work. He punched some numbers before he go. This is a very bad experience. Unfortunately, the next day, i.e., Saturday, the phone went dead again. Called service badly, waited forever before I was able to get in touch with the 1st technician, i.e., the one who installed the alarm. Finally the 3rd technician get my phone works with ease. I'll never forget this bad experience.

"Okay," I said, "Somebody's going to hear about this because I didn't think sign a 3-yr contract. After a couple of hours it dawned on me...Torrie immediately said that I "contract out." Calm and collected I again phone ADT. I asked if it was possible to speak with a Torrie. "I'm sorry we're in a Call Center." I proceeded to repeat purpose for calling. I mentioned speaking with a Lullamy or Lallamy. She said she didn't think know anyone by that name. "Did you read your contract." I told her I didn't have to because I only contracted for 2 yrs - just has it stated on those blue cards to KS ADT uses.

Lo and behold she now knows the girl whose name I didn't think I get. Her name was Laramy. She says "Well I didn't know those other names." Geez didn't I have the last syllable correct. Mr. Alan D. Ferber. I hope Torrei has to gotten reprimanded. There is a reason she used the words CONTRACT OUT because I have. The contractor or ADT did something dishonest. Who is it that signs the online AUTHORIZED signatures on the contract? I'm very much interested in that information. To say I'm disappointed with ADT is a huge understatement. I always thought they were so reputable. I don't care to hear anything about independent contractors because Joe came to my home.

As a representative of Alan Ferber ADT needs to rectify this problem. By the way, I thought our HOA would allow decals or posts so I told Contractor Joe to take them. I found out we could phoned to have them returned. That visit work I'd have cost me 43.00 dollars. I'm really taken aback by all of this. This company has no financial need to do this to me. I signed for a 2-year contract only. Hopefully others will do what I didn't think I needed to - read reviews!

Updated on 11/12/2015: Well spoke with someone briefly. Honestly so frustrated didn't want to speak with anyone. I was returning a call. Asked for the person who called me. Of course the person I spoke with was not aware of my situation. Gave him a quick recap. He states they never give 2 year contracts. Mind you, never stated why I "contract out". Maybe that's code for GOTCHA! Told this person I would probably have to go to collections. After the cash runs out of the special ADT account I Don't know how much or how often I'll be able to make a deposit. It's time for a 60 Minutes expose.

I decided to disconnect it for now because I was not financially ready at the time to pay the amount, so I called to get my money back. Customer service was really rude even after telling them I would call back at a later time to connect the service. When the guy came to pick up the equipment he was really rude. He did not introduce himself, he just said, "Where is the equipment at?" He left windows open, he left a mess on the floor from taking the equipment off the wall. Once he was done he just left and did not close the door or say a word to us before he left. Now I don't think I will get the service again.

A day passes and the system works fine. Then the next night, the alarm goes off again. This system is awful. Instead of giving me comfort and a sense of security, the system caused me more stress so I decided not to use it until they scheduled an appointment. I waited 72 hours and still no one has returned my call so I decided that I would cancel the system since it's caused me more stress and no one wanted to call me to schedule an appointment. When I called to cancel, they then said they would schedule the appointment for me. Why do you have to wait for me to call back and cancel the system before you want to help me? Her response was "Well I'm trying to help you now". I told them my mind was made up and luckily was able to cancel the system before the cancellation period ended.

Two gentlemen show up and were very nice. They look around for a while and then give me two options. The first was over $1500 I think for what he called the Fort Knox. The other was around $1000. Of course I knew this would happen, I said no way to paying out of pocket. And they informed me I could make 2 payments. He told me the $100 I paid was for only 2 doors to be secure and that was it. I ended up paying over $300 to get all my windows also secured. Why wouldn't the guy on the phone just be straight and say there may be additional extras. I like to be told the truth as most would. As I said before the two employees that came were very nice and helpful. When somethings too good to be true it's always not true.

Now I've called ADT to pay off the contract and transfer everything over to the new owner but am now being told that the contract is non-transferable. What? I never would have signed the contract if I had been told that upfront. ADT is adamant that I pay off 75% of the balance in order to cancel the contract and will not offer any other solution even though I was misinformed (lied to) by their sales rep. I had also reviewed my plan with the technician (who tried to upsell me every option even after I politely told him I only wanted the basic set up) at installation who never indicated that the contract could not be transferred.

I have no problem paying the balance for continued service but that apparently is not an option. ADT's position is that I should have read the contract before signing it. Didn't think I needed to read the details when I had fully established my plan with the rep on the phone, or so I thought. I believe I was intentionally lied to in order for ADT to secure a contract! Terrible business practice. I have filed a complaint with the BBB and am considering legal action. What a waste of time and money!

They argued with me about coming out, said to call my heating company. I had to escalate and threaten to cancel the contract, 30 minutes on the phone until they agreed to send someone out on Tuesday from 12-5. 4:00 now, no one is here yet. Over 24 hrs later and no heat for 1/2 the house. I am scared now if I really have an issue with an alarm. Are they going to tell me, "We'll call you in a week?" If I had another choice, I would cancel in a heartbeat. Checking around for other services.

I guess my time is not important. All I can say is... and WE ARE PAYING THEM. The technician finally arrived at 6:30. He was very nice and did solve our problems which were all due to improper installation. However, I found out that the installer had been a contracted technician and had installed glass breakers that are not even used by ADT. Of course, the ones he installed were much more expensive than what he should have installed. At this point, I wish we had talked to other security companies before doing business with ADT.

A few weeks later, I get a bill for an installation fee for $672. I was HOT, after getting the run around from 4 different people in the billing department and they said that would issue me a credit but I would have to pay $150 for 30 minutes of the tech's time. I refused and told them to cancel the service. Why would I pay $672 or even $150 for a $20 alarm I could get at the hardware store. They said they were still going to send me a final bill of $747, tech visit and monthly fee. What a joke! Completely unethical way to charge customers to replace a defective system. Rip-Off - Please stay clear of ADT.

And now after I called them on my one year passing to see when can I get out of this service, they said that I signed for three years and I have to pay $884.00 to get out of a service that does nothing at all except an alarm that screams if the burglar goes in but neither me nor the police will know about the burglar. He will take his time, rob the place, and then I will come in the morning to an empty battery alarm with my doors opened to anyone to go in. Now when I confronted them, they said "No, we have to call you. There must be something wrong with the system." and "It is not sending a signal to us." Now it is even worse, I have been paying for a whole year for nothing whatsoever ever.

ADT Security knew for over a year there was a problem. I asked why no one was notified and they told me an automated call was made a number of times to the house phone with a recording. Neither one of my parents ever remember any calls from ADT. I spoke to multiple people and supervisors at the company and they said they did their part by calling. They had two other contact numbers but failed to try either. While talking to Zack ** a customer Advocate he offered a refund for only five months. If they are willing to refund my parents for five months they obviously admit they did not provide the 24 hour security they were charging my parents.

I then ask to be credited for the service this month since I am extremely disappointed with their service. I am then transferred to billing and I am told that they provided the service that I was paying for with the initial call and that since I was calling a call center I should expect to have a wait. No one seemed to care that their system was not working properly. I believe that paying approximately $40 a month for a service entitles a customer to have a telephone call answered in 30 seconds and at the very most 60 seconds. As soon as I stated that my call was regarding an alarm that was set off, I should have received priority service.

I just want to let you know that I called at 4 p.m. On a Tuesday and they should have a large staff on hand at this time. For the price we pay, half of their staff should be sitting around reading novels and waiting for emergencies. By the way, I called back a third time and pressing the number "2" was for English. I have paid for ADT for approximately six years and this is the first time that I actually had to dial the call center. Very, very, very disappointed.

I am still waiting for the collection agency to call me back. AFTER waiting on hold with "Protect My Home" for 30 mins, then being hung up on due to poor connection on their end, then me having to call back and wait another 30 minutes and jumping through several more hoops just to speak with someone who sort of knew what was going on, but spoke poor English. The lady I spoke to stated that my account was referred to collections for non-payment and they sent me 4 letters to my current address, which is a total lie because I NEVER received a letter from them, let alone a phone call. I asked the lady why a phone call was NOT made to me and she had NO answers to this, all she could say was "they sent letters". I never received one! Furthermore, she would note my account and a "Billing Manager" would contact me today 10/06/15 - No contact and I am not one to sit around and wait.

I called and spoke to another lady today 10/06/15, this time she could not locate my account or look me up by my phone number. After jumping through more hoops, she was able to locate my account and she told me the same thing but added that "there was NOTHING that they were willing to do" and I asked if there was anyone else I could talk to and she said "Yeah, the collection agency". I stated that I have plenty of money in my bank account to cover my monthly service, fulfill my contract and I was not sure why payment was not being taken out via "EASY PAY". I also said that "I did not understand why a phone call was not made to me before this escalated to this point and I WANT my service". I also asked her "what do I need to do in order to get this straightened out and my service where it should have been and where I thought it was" and she condescendingly said "Ummm, pay your bill EVERY month".

I told her "I would have been all over this had I known or had they made me aware that there was a problem". Just like I am on the phone with her. She then said, "Not our problem" and to contact the collection agency. Unbeknownst to me, I am 4 months behind which is roughly over $200 and I asked if I could pay my account in full where I PAID my contract off to avoid any billing issues going forward and where my home and family could feel protected like we felt up until last night and all she could say is "pay $1,238.79 to collection agency and then IF we decide to keep you as a customer," I would need to start all over again with forking out 3 years worth of payments with a 3 year contract and reconnection fees, etc. ARE YOU KIDDING ME!!!

The other ironic part about this is I keep being told that it is out of their hands and to contact the collection agency, yet on the collection agency letter it clearly states payments should be made to "PROTECT YOUR HOME". But wait, I thought it was totally out of their hands??? I am starting to think I have been scammed by a company who is supposed to protect my home!! I have my own company where we provide a service and I would NEVER treat my clients like this and if there are billing issues, I make phone calls!! Resolution wanted: I would like my account to be reinstated, my phone numbers to be updated once and for all and my account out of collections immediately. I am willing to pay the remaining balance of my contract in ADVANCE to avoid further billing issues but I am not willing to pay twice!

Original Review: Oct. 5, 2015

I purchased a home over two years ago and immediately had ADT come out and install a system. I sold my house very recently and will be moving to an apartment in a very highly-secured building (cameras, FOB access, Intercom connected to phone, etc.). I used auto pay for my ADT bills so I have never even been a day late with my payments. I called to terminate my service and was told that because I did not keep my service for 36 months there is an additional termination fee of $330. If I opted to take ADT with me to the highly-secured location and begin a new 36-month contract they would waive the termination fee. Mind you, I sold my home. I cannot believe this company. I am so livid. In fairness, I don't know if they explained that the plan would be three years. I would advise all to make sure you understand what you have agreed to. On top of selling my home, I am being penalized by the home security company.

Original Review: Oct. 2, 2015

I am a Senior Female. Last night 3 ADT sales people showed up at my door after dark. The main saleswoman was very aggressive and rude. She would not stop talking and would not leave when I told her that I was not interested (twice). Her sales tactics went so far as to claim that my dogs would probably be shot or fed food with glass in it. (Like ADT could make a difference in a situation like that.) ADT has lost my business for life.

Before I paid the fee I asked if someone can come to analyze the old wired system and see if they can reboot it as I had just bought the home and was not sure if it is worth doing a takeover or having the old wired system turned on again. The phone rep agreed that she will have a sales rep come out to the home and analyze what I have and agreed that I cannot install that day as I was getting new windows and doors in the home the following week. The installer showed up to my home wanted to install right off the bat and promised a second keypad for the upstairs for $27.99/month.

I then discussed with him that I merely had ADT there to analyze the old wired system and outline my options also that I was shopping around for other alarm companies to do my due diligence. He then proceeded to argue until I spoke to his manager and asked him to leave the home. I confirmed with a manager on the phone that the deal the installer made was and will be valid for the following week when I will be ready to install.

When the second installer came he installed what he needed to so I can get the deal and then when I signed the contract the "oh by the way, your monthly fee is $56.70 in order to get all the contacts and doors." At this point he had already installed all of the window/door contacts and keypad before he made known that the promises and agreement I made with the other installer were not valid. In actuality I was forced into the $56.70 without forewarning and I have witnesses who were in the home with me to vouch for this. I had called ADT to complain about this and spoke to 3 different reps with no avail.

A few months later I then was slapped with a $50 bill for a permit that they had applied for in my name without my knowledge. NEVER was I ever told by any phone rep or installer that there is a state law for low voltage alarm systems and I needed to get a permit for my alarm and pay the $50 that ADT covered in my name without my permission. If there is a state law, fine, although I have had alarm systems in the past and was never required to get a town electrical inspector on my property, but my issue now is that I am mandated to pay a bill that was never disclosed to me. When I called to question this the phone rep hung up on me. I also spoke to my town contract department and agreed that I do not need an inspection. But again if it's the law it's the law, but the fact of the matter is this was done without my approval or knowledge.

So to sum it up: STILL have not received my $100 gift card. Out of pocket $28.71/month which is $344.52/year for my monthly contract difference between the $27.99 and $56.70, and now owe $50 for something I was not told was my responsibility that make me $494.52 out of pocket this year alone. I will never do business with frauds again and I am counting down the seconds until I can get rid of this system. Never experienced a business that takes customers for what they are worth.

LETTER: "ADT: Here is the fine from the city for "false alarm" and my permit to have an alarm. You caused me to get this fine and are responsible to pay it. Not only did your people never tell me I needed a permit but you also caused the incident that caused the police to not want to come to my house WHEN IT WAS GETTING BROKEN INTO!!! Thieves are breaking into my home setting off my window alarm (and scaling my fence leaving muddy footprints)... and YOU REFUSE TO CALL THE POLICE!? Then when I call the police they refuse to go to my home because I don't have some alarm permit I didn't even know existed! I had to beg the 911 operator to insist they go out and then I get a fine!? I pay for your service to PROTECT ME AND MY HOME. And all you have done is cause me stress and fines and endangered my safety!

Not to mention your history of mis-information about the motion sensors... telling me repeatedly that my dog can't set off the motion sensor because she's under 40 pounds! Very wrong! So, my poor dog spent 2 different days tortured and terrified by the alarm going off all day! Then I have to make myself available over and over while your techs tried to "fix" sensors that weren't broken. Now I can only use my alarm in "stay" mode. I am paying for service I am not getting! And BTW... where is my $100 Visa Card I was supposed to get when signing up? You guys haven't just dropped the ball... you have popped it, stomped on it, tossed it out of a moving car, and buried it in a deep grave. :( And don't bother telling me to contact the person who signed me up... as he was FIRED FOR INCOMPETENCE."

Since then: But here's the final straw... they have been overcharging me for over 2 years!!! It is this fact that I plan to take CRIMINAL ACTION. I am going to report this billing scam to every city, state and national organization available. They are tacking on an additional dollar to each month's bill. Which doesn't sound like much... until you take into account that they auto-bill MILLIONS of customers every month. MEANING THEY ARE STEALING MILLIONS FROM CUSTOMERS. This is not only unethical but also HIGHLY ILLEGAL!!!

So, I say to you current ADT customers: CHECK THAT YOUR CONTRACT PRICE MATCHES YOUR MONTHLY BILL!!! WHEN you discover any additional amount, contact your local DA's office immediately and report the theft, no matter how small, to the Better Business Bureau! Cell phone companies have been fined millions for adding/hiding/skimming a $1 here and there to their bills illegally... Hoping no one will notice??! ADT is running a scam and must be stopped!!!

Now, it's September 2015. I get a collections letter from them for owing $143. I call them and say I haven't had an account with them in 8 years - there must have been some mistake for that letter. They say that the account was "never closed" and that they had monitored through 2009 (funny... they can find me at my new address on the east coast, but they couldn't figure out that the phone number to the account stopped working in 2007... because I closed on the house and MOVED). The rep said that the account was closed for non-payment after "no payment was paid in Sept, Oct, Nov and Dec 2009." Well, duh. I had closed the account in 2007.

I check my credit report at least twice yearly. Never once have I had any negative credit rating. Never once did I get any forwarded correspondence from them about any outstanding balances. So, when I called them tonight, they informed me that their "authorized dealers" gave ADT a bad name, that the company has changed a lot since 2007 and it's a good company now. But, the sub-dealers were "sketchy." Yes, my customer service rep actually said that. I informed her - nicely, I might add - ADT is not the company for me: they didn't refund me for TWO YEARS of monitoring, didn't cancel the account, then send me to collections for non-payment... from eight years ago. The lady on the phone said, "oh yeah, you can't use our authorized dealers. When you get ADT, you go directly through the company. They're a good company."

They're so good, they'll not help you when you move because you went through a "sub-dealer." And then they won't cancel your account. And then years later, they'll haunt you just for fun. Sub-dealer, eh? Honestly, if they had cared at all, they would have offered to set me up for two years for free at my new residence and admit to screwing me over. I even had all the old contract information and all the dates of correspondence. I also offered to scan and fax the closing papers on my house in 2007. The woman on the phone said that she would send a note to collections to cancel that. But, I had to call back in two weeks to "make sure it went through." Uh... so yes, I have to call them again to make sure they actually did what they were supposed to do. The only thing I hope is that this review will prevent others from having such a terrible experience. I wish I could send a company to collections for owing ME $600. Sheesh.

My husband died on September 1, 2015. I called on September 11 to confirm that the fax was received. I was told that it was and that the debits from our joint checking account would be discontinued. Despite the cancellation, there was a charge of $48.79 deducted on September 22 from the accountholders checking account. Since the payments are made in advance this payment covered a period of 1 month beginning on September 22, 3 weeks after the house had been vacated. Payments from this account were made by ACH. There is no way I can stop these payments other than closing the bank account.

I called ADT again today (September 23, 2015). I was informed by the person I spoke with today that the payment was for a balance on this account, and that there might be another final payment of around $249 owing to the fact that the account was terminated before the two years of the contract. I was incredulous that they would charge an early termination fee to a deceased person. After I asked to speak to a supervisor she put me on hold and came back to say the balance of $249 would be waived because of the death of the account holder, but the $48.79 would not be refunded. I believe that the $48.79 should also be refunded to the checking account from which it was withdrawn.

I called in to the number on the letter I had received and talked to a gentleman who seemed nice enough. He told me what my package would include, which all sounded great. He did tell me I would need a landline. I asked if they didn't have a wireless system because I haven't had a land line in a really long time and it would be an added expense. He said they did but heavily persuaded me not to go with that option for a number of reasons and said that a lot of local cable companies will give you a landline for free or really low price so shouldn't be a big deal. I went along with that and agreed to get the landline. Next, he asked if I was a AAA member (which I was) and told me they had a great perk for AAA members (a $100 Visa gift card and a free wireless smoke detector). I thought that was great, scheduled my installation and hung up the phone. No problems to this point.

Problem starts here- installation tech arrives. One would think he would have what my order is supposed to be, right?! He walks around and looks for the best place to put the touch screen monitor. We decide on a place and he drills it into the wall. Does some other stuff and then says he wants to walk through his plan for us. I was still clueless. I gather my husband and we go in to here what he has to say. He starts explaining all of this equipment to us. At first I'm thinking he's telling us what comes with the plan we had chosen, and then he says all of this will just cost us three easy payments of $675. I didn't realize this was going to be a sales pitch. Still not a big problem, just an inconvenience. He goes on and on to get us to purchase/upgrade something and I continue to tell him "no, we only want the basic package we signed up for over the phone."

At one point he mentions our monthly payment of $48.99. I stopped him there and said, "no, our monthly payment is $35.99." He said "no, that's only for a landline." I said, "yes, that's correct. We got a landline just for this system." He says, "oh, well I already installed the wireless monitor. I can't go back and change it." I said, "well, my order was for the landline package of $35.99. The landline has already been ordered through the cable company. I have no use for a landline and I'm not paying for something your sales people pushed on me." He continued to tell me there was nothing he could do now. I had to call the cable company to see if I could still cancel the landline and what that would save me a month (to see if it was still worth it for this wireless package for $48.99/month).

I was very upset at this point since there seemed to be NO communication between the sales rep I talked to initially and the installation tech/sales rep at our house, but we worked through that issue. He is preparing to leave and I say, "oh what about the smoke detector and Visa gift card for being a AAA member." He tells me he knows nothing about that and I have to call the sales department back to talk to them about that, which meant someone else would have to come back again to install the smoke detector. I was so upset at this point, I just told him fine and got him out of our house. Over the next 24 hours, one of our sensors continuously fell off the back door anytime we opened or closed it, and the sensor on our back door was not working properly and the alarm kept telling us that door was open at all times when it wasn't. I was fuming at this point.

I called in to ADT to complain about my experience and figure out next steps. I talked to four different people- two were very helpful, two were completely rude and clearly did not care one bit about retaining me as a customer. The first rude person told me he couldn't do anything about the issues I was having with the sensors but did offer me a monthly discount. Although the monthly discount was a nice gesture, it was pointless if the sensors were not working properly. He said I could cancel service then and pointed me to where I could find the cancellation form. The second rude person said she knew nothing about a AAA discount and the first person I spoke with at ADT lied to me. She also called me a liar and accuse me of only wanting to get free stuff. At that point I was just emotionally drained of this entire situation. I cannot believe anyone can operate under "customer service" like that.

I finally did talk to someone (a manager, I believe) that did offer me the items promised from the very first sales person for being a AAA member and a slightly discounted monthly payment. She also sent out a technician to fix the two sensors. This tech was very nice and very helpful. He fixed both sensors, explained what was wrong with them from the first tech that installed them and then installed the wireless smoke detector. Although this story had a somewhat happy ending and I am stinking with ADT, I would never recommend them to anyone and have very little faith in this company. I pray the system works correctly. If I had the chance to do over, I would 100% stick with the local company.

They said we have air conditioning in the house and it affects the alarms. Come on, who does not have AC in Arizona! I ended up having a neighbor who had a key tear out the main control and batteries. ADT said they could not even turn off the blasting alarm from remote. It had to be done inside the house. Great if you do any traveling. The neighbors, local police and firemen - all were shocked to hear that. This company is worse than the government. Nobody available, nobody accountable. Lots of voice mails. A total waste of $50.00 month. Do your due diligence. I did not and now pay for it.

So I scheduled the installation and the guy who came told me that the free package only includes basic and limited numbers of sensors and no app monitoring either from my cellphone. He tried to sell me more sensors and alarms and crap, which I denied. I assumed that they would make sure the full house is protected but he just tried to put the sensors wherever he thought and left half of my house unprotected. Just 6 sensors were installed in my entire house. I also opted for the app since that gave me option to arm and disarm the system from my cellphone and they bumped up my monthly to $52 per month. However there was no camera provided. The technical guy who came for installation told me not to buy the camera from ADT since it is too expensive.

Either way, couple of weeks later I realized that for this basic sensors and protection there were other companies out there which provided a service of as low as $16 (approx) a month. Not only that I got another ADT promotion flyer which said 15 sensors and a camera free. I immediately called the call center, which took like 15 mins to go through. When I got connected and asked the lady that I only have 6 sensors and paying so much and that I would like the 15 sensors and camera, she told me "Are you realizing this now?". I was shocked to hear that and then she continued and said that "we keep sending those flyers but you are stuck with the one you chose," and that now I am in a 3 year contract with them and to cancel I would have to pay 75% of the contract, approx $1300. I was shocked again and I didn't know what to do now.

Stay away from these guys their sales guys lie about things and their customer service is rude. Their technical guy is a clown and he doesn't know what he is doing or saying. You can get a better device and protection at a much much lower monthly payments from other companies. Yes ADT has a name but they are looting people with that. Be smart and do the right thing.

We was not allowed to talk to a manager when we called and what's even more crazy is that our panel was disconnected and we did not as much as receive one call from ADT to notify us that there was an issue. Doesn't make me feel safe at all. I really think they need to take down that ad because it is misleading and now we are stuck with paying for a service for the next 3 years that we no longer even want or using. Feeling like we were really taken advantage of!

I contacted the district office in Florida and finally got the system picked up without having to pay anything. Their business practices are very deceptive and they try and bully you when you cancel their services. As long as your system is working fine everything is good but when there is a problem, don't count on any customer service. They were very rude and caused me a lot of stress just to cancel within my contracted time frame. I will never use ADT again and would never recommend them to anyone.

ADT corporate then scheduled a new appointment, although the parts were not yet available and continued to call and insist they had an appointment, even after I canceled it several times. The local service manager continued to evade contact. Then, after hours on the phone on hold and speaking to ADT customer service reps, trying to get this straightened out, one of the service reps actually rescheduled the appointment. The local service manager finally responded to me via text message that, among other excuses, "sometimes that happens..." and with no apology. And, so far, no response from ADT corporate on my complaint.

Updated on 09/23/2015: ADT responded with a request for information to be sent to their Customer Service e-mail address. I had already sent several messages, but ADT has been non-responsive. Anyway, I responded as requested. Meanwhile, while there has been no further response from ADT, and their service technicians have spend another 5 hours in my home over an additional two visits, and I have another service visit scheduled which is expected to last about 8 hours by the service rep's best guess...my original post is flagged as 'resolution in progress'. It seems ADT wants to give the appearance that they are doing something, while they never respond with a serious intent to actually resolve a customer complaint.

When I told them I could not find the box I was told I needed to activate the system and pay $45 dollars a month for 36 months to be able to get a service person to come in to shut off the system. I find this crazy since my HOA includes a monthly fee for ADT service and if I had a landline phone I could have them come for free. So my choice now is to get a landline for a month so I can have an ADT service person come in to shut down the system or pay ADT $45 for 36 months to do this. I guess it is cheaper to get a landline for a month than it is to give ADT more money. They are the worst company I have dealt with in quite a while. I would never ever have a contract with ADT.

Finally I received it, sent it in, and according to their notes on my account they received it in May. Since then I have called 8 times and so has a prosecutor I was working with. The last three times they told me they were requesting their Loyalty department to call me. They never did and on a letter dated July 28th 2015 I was sent to Hillcrest Davidson collections. I then notified that company and the three credit report agencies that this was fraud and Hillcrest told me they returned the account back to Protect Your Home since it is ILLEGAL to collect on a fraud account. I called in again today and was told by Protect Your Home that there was nothing they could do at this time and that I would have to wait for a phone call from their Loyalty department.

First, if they have a signed E-Contract it should be still electronically available with Defender. Second, I don't recall signing any contract whether hard copy or electronic. Due to the issue, I have had getting a signed contract or them providing me with anything to say I agreed to three years of monitoring. I seriously doubt anything is on file. I was requested to re-sign a contract electronically. I saw how well that worked the last time. I requested a hard copy to be sent to me for me to review and return to them. I am not playing the game with the electronic contract. Third, I wish I had read these reviews.

Well first of all, I never received the email from the saleslady I was promised who explained my deal. The tech said probably because his sheet did not show I was supposed to have 2 cameras as agreed to and she knew it. So they worked out with me only having to pay an additional 30 dollars for the second camera, and again the tech fixed that out for me. So, I became a little frustrated but I was cool with how well the system was working so far. Well, when I signed the contract, the tech then asked how I want to pay the 160 dollars for setting up the cameras. I was never told about that charge, and that was the end. I told him to take all the stuff down and cancel the order.

I have to fax the cancel sheet to ADT tomorrow morning. They give you 3 business days to cancel with full refund. I will call them after they get my fax as the Tech advised so they know I am serious, and we will see if they really want me as a customer or not, and not charge me the 160. I saw the many complaints of extra charges on this site, and I am part of that as of today.

The major issues in their phone calls. The call to me gets disconnected and they don't try and call back. They say they reached out to the next person on the list (no record on that person's phone though), and then the third person in line. They call the police since they don't get a satisfactory response (note that this would have been solved immediately if they had called me back or reached #2 on the list). We have no idea that they have called the police - we clear the alarm, have everything set - and then the police come A LOT later. Plenty long enough for ADT to have known everything was set and cancelled the call.

Then, the next day, we have 2 different calls to ADT, and multiple twitter feeds to them. They keep saying "it's not our fault" when there were clear issues with their service and processes. The reps were all rude and only focused on what ADT did that was "correct" in their book. I would expect this with a cheaper service, but ADT is one of the most expensive services out there.

Overall multiple failings: Alarm shouldn't have gone off (we've had this system for 2+ months and had 3-4 main issues already), bad telephone system/call, operations, no proper follow-up on what they did (call the police), terrible customer service. This is not a company I will ever recommend again and it shouldn't have come to this. I called and used twitter to try and resolve this.

Every time I tried to cancel I would first be put on hold for upwards of an hour, transferred to multiple people each time, and then told that I would have to pay a hefty fee to cancel my service. I believed this and so stuck with them until the supposed end of my contract to avoid the fee. When I finally got through to finally cancel I was essentially harassed about my decision and told I'd still be charged beyond the end date of my contract. I was so beaten down by then and so ready to just be DONE with ADT that I acquiesced. But it does feel good to get online and share my opinion about what a horrendous company this is.

Do not be fooled by what the sales talk, read the small print and choose a company that offers good service as well as good customer service and a fair contract. ADT is not this company. My options are to start a new three year contract or pay a 808.64 bill. Even when trying to make arrangement to pay the bill, I was confronted with more with Kara in the corporate office telling me that if it is not paid in three months I will be referred to collections.

They have a nasty tone in the voices and are obviously stressed by the volume of calls and negative issues they have to deal with. They are grossly understaffed on the phones and in the field. I was originally with a company called Devcon Security which was purchased by ADT a few years ago and the service went from GREAT with Devcon to WORST THAN AWFUL with ADT. My last call was to a CS agent named Helen who was ruder than rude and belligerently cancelled my service effective immediately.

She never offered a credit for the 24 hours I have been without service and very curtly told me that I would not be getting a credit for the hours I have been without service. I had to ask her to give me her name and a confirmation number for the cancellation before she disconnected the call. Helen also thought that an ELEVEN DAY wait period and now a THREE DAY wait period was reasonable. I bet if it was her home and her mother left without protection she would have had a very different attitude. SHAME ON ADT!! If you are looking for a home security system try anyone other than ADT!

The system installed was much cheaper than any ADT system I have ever had. I couldn't use ADT Pulse or any other service via my cellphone as I had been able to do previously. The technician was not forthcoming in information regarding my account and I did not receive any hard copies of my contract or how billing was set up. He just shoved a tablet at me and told me to sign. Since I did not realize I was not dealing with ADT, I assumed this was the same as the other times I had set up service. Big surprise! They are taking money out of my checking account automatically. Unless I set that up myself, I never let a company do that. But since the information on the tablet was vague, and this was not pointed out specifically, I didn't know.

As to the system itself, it has only worked approximately 2 weeks out of the 4 1/2 months I've had it. I have had 4 service calls. The system works about a day and then breaks down again. Which leads me to their customer service people. They are extremely rude and talk over you, so trying to explain what you need is very difficult. I am trying to now get out of this contract. ADT says I need to do this through Protect Your Home, but they say that ADT has bought out my contract. So I'm transferred back and forth and I don't know who to call to get this figured out. ADT's customer service is trying to be helpful but I'm not really getting anywhere with anybody. DO NOT LET PROTECT YOUR HOME INSTALL AN ADT SYSTEM IN YOUR HOME. You will just be letting yourself get into a bad contract and situation! Read the other bad reviews here also. I am not the only one. And I am at the point I will probably escalate this into a legal situation!!

So I had to call back and was put on hold for 38 minutes after telling the first person that I needed to cancel and would like to see if I could get the last two months waived because of the whole situation. After being on hold for a long time, they sent me to "Vanessa" and she was even worse. They are very patronizing, she often reported "you should've done this or that" whatever. Anyway, I asked her why I didn't receive a call, letter, bill in the mail, email of some sort since I was late on the payment? No answer for that, just said, "Well we 'probably' tried calling numerous times before making contact with you today." Ok, still answer the question.

I then explained again why I wasn't keeping the service due to the issues with the monitor within the first year. She then tells me that "well we have no way of knowing when you contacted ADT for technical issues." I couldn't believe what I was hearing. She said that after 90 days, the calls go to ADT but not her company and she would have no way of knowing that information. I finally just said, "mail me a bill, hard copy and I will pay it so I can be done with this nightmare." She was so rude, just patronizing and irritably antagonizing.

I will NEVER contact that company again and every chance I get I will share my experience with them. I have read some of the reviews and they don't surprise me. I can't believe that this company has been in business for so long. I guess I should be grateful as well for the fraud on my credit card because otherwise I would have kept sending the automatic payments monthly. The lack of professionalism that every person I was passed around to was amazing. I finally realized that they are obviously use to this because people can't be happy with their services. These must routine calls for them. I am grateful I have the lousy 96.00 to pay them to go away but what if I didn't? They would bash my credit in a heart beat! Horrible, Horrible experience.

On 8/20/15 ADT disconnected their security monitoring because I didn't applied for the final inspection. On 8/24/15 I called ADT to explain them AGAIN that THEY must schedule the inspection. I spoke with 9 different clerks from 9:00 AM to 11:16 AM. Nothing was achieved. They transferred me from one clown to the next clown. Frustrated, I called person #10 to cancel ADT service. They threaten me with $1,100 cancellation fees. I am so angry that I don't mind to spend few thousand for an attorney. NEVER AGAIN ADT for me, my extended family and our businesses.

The customer service people are extremely rude and not helpful at all. So, how do I get a copy of my contract that shows my password and why do they have a different password than the one I have used for 20 years??? I am sooo angry and I certainly don't need this situation of having to contact people via email etc just to get my service disconnected? They have lost me as a customer for good. There are plenty of other security co's out there and I intend to find one. What do I do in the meantime as my old system they won't disconnect is still operating with new people living in the house? This whole situation is absolutely crazy. I have no idea who else to complain to. They told me to fax my password to some phone number. How can I do that if they keep telling me it is the wrong password?

Updated on 10/10/2015: I called for disconnect for July 26th, 2015... I sold my home and moved. This is Oct 10th, 2015, still no disconnect and just received a bill for the next 3 mos of service. I have talked to all of the people they said was necessary. I have faxed and emailed many others... all as I was told to do. This security system is STILL not disconnected!!!! They began this nonsense when I told them there would be a delay for transferring the service because the place I was moving to was not ready for an alarm system and it would be a few months before it could happen.

Then they told me that my password did not match what they have on record... Impossible because I have had the same password for 20 yrs. Moving is a very stressful situation and I am in very bad health so it is even more complicated and difficult. And to add this mess with ADT is just beyond ridiculous. I have done absolutely everything I know to do and all that they have told me to do - faxes, emails, phone calls and on and on and nothing happens. I have told many people about what is going on and they all say that this is nothing new for ADT, that they are right up there with Comcast and several others when it comes to customer service. I am not paying this bill that just arrived... I no longer live at that address. I guess I will end up having to get legal help. I don't know what else to do. Warning to all of you who are thinking of using ADT security services, DON'T DO IT.

The representative with Protect Your Home said that their department doesn't speak to the other department at ADT. That all we could do was fax over our deed to the Shelling Department and this process would take 3 to 5 days. I immediately started receiving phone calls and emails asking me to take a survey explaining why I had cancelled on them. I took three surveys! Each explaining that I never cancelled on them. We decided to give them another try on August 6, I called and explained everything for the 12th time. I faxed our Deed to our house attention Shelling Department fax # 317-564-2542. I received confirmation of receipt immediately. Protect Your Home called me back three days later to say everything was good to go and the previous tenants had indeed cancelled and installation was scheduled for August 21 between 3 - 6 pm.

Since August 19 I received three phone calls on my cell and home phone number confirming my appointment. On the morning of my appointment at 10:21 I received a call from Amy (1-800-689-9554) with Protect Your Home. She was calling to see if she could schedule an installation. I informed her that I had an installation today between 3 and 6 pm. She said she would have to speak to her supervisor Shaun and call me back but she was showing that again the installation had been cancelled. I asked her to call me back ASAP as I was getting ready to report them to the Better Business Bureau. I never received a callback!! I called at 2:48 pm # 401-466-4072 and spoke to Connie ID # **. She also confirmed that my appointment had been cancelled. She placed me on call and contacted the Shelling Department. They said there was no way to get me scheduled today that I had to schedule yet another appointment.

She spoke to the Security Manager Jeffrey who was also no help. Apparently when they saw in the records that the account had been cancelled (the previous renters) verified by the Deed to our house they took that to mean that we were canceling services. I then spoke to Sarah ** to make sure that my CC was fully refunded. She quoted me a refund of $108. I informed her that they were only authorized for $49 plus tax, she then found that documentation. I have asked her to remove my name, number and email address from their system and any further contact from them would be regarded as harassment. She stated she understood and thanked me and told me to have a good day! I have been with ADT for over 11 years and I agree this company is giving them a horrible reputation. Be aware, stay away from this company! I will be contacting ADT directly and making sure that they are in no way affiliated with this company.

Then...and this is the kicker...when I asked if they had some sort of guaranteed response time, the answer was "NO". No guaranteed response time. I think I would have been happier if they said they have a 10 minute guarantee. Basically, this indemnifies them if anything bad happens. How do I report this? I recorded the phone call... BTW, I spoke with several people trying to get a better explanation, and CSR Shaqina ** said she'd have to call me back.

Beware. ADT is not concerned for your personal safety and emergency situation where you may have carbon monoxide leaks. They do not believe this qualifies as an emergency. If you would like a company that does not value your personal safety and security this is the company for you. Again ADT is a great system until you need them.

ADT kept charging me for monthly payments on my credit card. There was fraud activity on my credit card, and I ordered new card. For the two months of service and installations costs I paid upfront, ADT has never called me on my cell phone to alert me about anyone entering into my home, or even when I had left any windows and doors open!!! However, ADT billing keeps calling my cell phone at least 3-4 times a day harassing to pay the permit fee and monthly service or else they are going to cancel my service and bill me for the months left on contract, cancellation fee $700!!! These people calling are really rude and nasty demanding that I pay what I signed up for!!! I truly believe the ADT tech (disclosed that he police officer, in his previous career) misled me and used the situation at hand to upgrade service, and install service I truly did not need!!!

He called me back in a few minutes and said that they had decided NOT to do the install unless I agreed to the switch. I told them "No thanks." Only after they had left did I discover that they had CUT A HOLE IN THE WALL and left it there. No warning, nothing. Multiple calls to ADT have not been returned. This was a bait-and-switch, clearly.

Needless to say no one called. It came out again. Did this for 3 weeks. Finally called in to cancel the service they could not fix. Rep stating my account was never cancelled from 8 months ago. I was fuming at this point because I was told in the phone it was cancelled and since my credit card was not billed monthly. I had no reason to think it wasn't. Been calling and repeating the story endless amount of times. I have been playing phone tag with their consumer relations rep who I still think is a mythical creature since I can't get “hey” on the phone. This company is by far worst than Comcast customer support. Stay away from them.

January 2015 we get a call, thousands of miles away, that our house is freezing. Had friends check. House not freezing. Cold alarm fell off the wall. Was never below 55 degrees in our home. Then, we return home, try to get glitches fixed, like alarms going off and the entire system has NEVER been connected, and these supposed techies from ADT have NO idea what the previous problems were for our account, our house. There isn't ANY COMMUNICATION within the company of ADT. It still isn't fixed (now end of August of 2015} and they've put us a month out (we are now on test, someone is supposed to show Friday - ADT cancelled last month) because they are so busy...

Never, ever, ever, use ADT in Southwest New Hampshire. They don't show up when they say they will and then the person that shows has no idea of the history of the problem(s) or how to fix it! Have spent a fortune on ADT and it hasn't worked for months, slick salespeople, promises not met, and ready to pull it all out and build our own security system. They don't like to drive out into the areas of New Hampshire where they can't get cell service. I'd like to take them to court. They are terrible and we have paid, and paid, and paid - turned out the first tech didn't set up correctly and we were never connected, even when we set the alarm and heard the beep and thought we were!

Since January we should never have been billed. The person I called at ADT said, "oh, you should have put the system on "test" then you wouldn't have been charged." As you can tell, VERY upset. Waiting to see if the tech will show this Fri, August 21, 2015, between 8-12. Betcha not. This is not right. ADT is a mess here in southern New England and should be taken to court. They ARE NOT watching over our property.

15 days later I receive a bill for the first month in advance which was for $44.99. I called the number on the invoice and that is when I discovered I was not dealing with ADT but with their "authorized representative." I was told I requested the upgrade. I explained to them that I specifically paid to get a landline 2 days before their equipment installation. I also told them that I did not receive a contract to sign and thus was not under contract and they said that was not true. Apparently the box on the tablet I signed from the technician was the contract. They did finally email a copy of the contract to me with that tablet signature on multiple pages. They then sent the same technician back out to our house who argued with us and told us we lied about him not telling us we agreed to the upgrade. We asked him to leave. His "supervisor" then contacted us and says he is going to talk to his "supervisor" to make everything right.

A week later I receive a call from Protect Your Home's customer service rep and she told us that she does not believe our story. She said that we are lying and that their employees do not lie and they believe them not the customer. She told me she deals with customers like me all day long and we all lie. She said they would come out and remove all the equipment but that they would not fix the holes in the walls because it wasn't their problem. I told her I would call her back. I left 3 voicemail messages for that specific representative over a 2-3 week period and never heard from her.

I then received and completed a survey sent to me by ADT. In response to that survey ADT sent me an email and said they would have someone from their "authorized representative company" contact me within a couple of days to clear up any problems. A week later I emailed ADT and told them I had not heard from anyone and I wasn't surprised since they never returned any of my calls in the past. An hour after that email I receive a call from the same woman at Protect Your Home who then yells at me and tells me I'm "lying about lying to them" and says first that I never left any voicemails, then changes it to receiving 1 voicemail, then maybe 2, and at that point I just hung up on her because I don't need to be yelled at and called a liar over and over again.

ADT and their "authorized representatives" misrepresents themselves. ADT's "authorized representatives" purposefully do not tell you they are not ADT, so when you check out the reviews on ADT there are very few complaints - they look good. You assume you are contracting with ADT but you are not. If I had known I was contracting with Protect Your Home and then looked them up, I would have stopped right there because they have a multitude of bad reviews for exactly what I have experienced. ADT does nothing about this because they are making a lot of money from their "authorized representatives." I am now in a 3 year contract I didn't know I signed and have no way of getting out of without being penalized.

TRUST ME, DO NOT USE ADT - you are not contracting with them directly, you are contracting with their "authorized representative." All of the ads and flyers you see for ADT are for their "authorized representatives." It says it in the small print, although it doesn't explain to you what that means. I would have assumed that a company like ADT would want its "authorized representatives" to be reputable, but apparently they don't care.

Original Review: Aug. 12, 2015

I was happy with my pulse system cause I never had a issue. Now that I have a issue they suck! The AC power light is on and nobody can help me. I have called 2 days trying to get help. They said I have to find my transformer box that it would be plugged into a outlet. I can't find anything, I was told it was a battery that recharged on its own when it was installed. Does anyone have any suggestions?

We set up a visit for an ADT tech to come install (today - August 8th). The man that came to install said it wasn't the bullet cameras, it was the bulky square cameras, that the cameras need to be near an outlet to plug into, that the wires were going to have to be shown inside to the outlet, and that there is on 30 seconds of recording time. He said that we would need to upgrade over $1000 to a dvr system to get the bullet cameras that we were told we would receive as well as pay the extra thousand dollars so that we wouldn't have wires showing. I feel that the ADT rep on the phone that I spoke with gave me misleading information just to get into my home. They told us one thing and tried to make us spend $1000 more to get what was promised to us.

He proceeds to his car to "talk to his manager" comes back in with a better price on pulse. WHY IS IT SO HARD? I don't want Pulse... Again he goes outside for "manager talk time" comes back in tries again and yet again he proceeds outside. This time he sits out in his car for 20 mins! Then decides to leave without coming in and informing me of anything! What the hell! This is a crooked company just from the introduction. I called and cancelled the order to get my $100 dollars back.

The manager I spoke with, by this point I was angry and I just wanted my money back, I told him "I don't like the upselling factor of the company. Please just give me my money back." He tells me the only way I'll get my money back is if I let him speak (so I shut my angry mouth and let him talk) to where he tries to tell me "Our techs are just like mechanics - when you take your car in they want to ensure you have the best". Again I said I don't want to be upsold, to where he proceeds to tell me "Well here's what I can do...I can offer you $250 worth of free equipment". OH REALLY?? YES THAT'S EXACTLY WHAT I DON'T WANT!!! Why is it so hard? I truly feel sorry for people that go with this crooked company. If I were ADT I wouldn't allow people like this selling their service. AWFUL!

If it had been only one employee that was evasive, and only one employee who deliberately exercised illegal business practices, I would have simply called back for another employee. But every employee I spoke to was clearly working out of the same handbook. Do NOT do business with this company! ADT may have been a good company a few years ago, but the culture that exists there today leads me to believe that senior leadership is condoning this behavior in an attempt to recoup the $9 stock decline since April of this year.

I came to terms with the new 3-year contract (thinking that I will anyways need a security system for as long as I live in this country, so the term would really not matter). I verified if there would be any other fee or if my rate would change in this new contract. The installation team over phone (vaguely remember name being Jason) assured me that the rate would remain the same, and they would charge me $107 for installation and would give me a $99 gift card.

My original rate that I paid all through last year was $44.95. Received my first month bill and I see that the rate is gone up to $49.99. I called both ADT and Protect Your Home repeatedly (at least 8 calls so far), but neither are willing to help me. They "apologize" for having given me false information that the rate would remain the same, but neither are willing to compensate me for that! (I don't mind paying an extra $5 every month and it does not matter to me, but I am unwilling to accept being lied to.)

I did not know that I am required to give a 30-day notice when I move. This means that you will continue to get charged by ADT for 30-days at your old-location after you call in to cancel service at your old location and start service at your new location. Since the installation and service began at my new location almost the very next day, I am paying twice my monthly rate to ADT, one for the old location in which I no longer live and one for the new location. This was not told to me by the installation-team (the team that you talk to when you choose "moving home" option when you dial into Protect-Your-Home).

I have submitted multiple requests and made multiple complaints over phone, asking that at the very least, they at least keep my monthly rate the same. Not heard back anything from either Protect Your Home or ADT. I would like to inform the above corporations that I had no issues with you for the last year, and would have enjoyed to renew my contract with you for the rest of my life in the US, if only you were a little more transparent in your terms and things you tell to customers on phone. I even recommended your service to my neighbors over the last year. However, I seriously doubt I will be following up with your service in the future if this is the way you continue to treat your customers.

The major problem was when ADT converted my landline to cellular frequency, the "radio reserve" had not been activated. (their words). They came out and changed the battery, got my system running properly. At first they didn't offer any kind of refund, nothing. I waited two months, then contacted them back, demanded release from my contract telling them look at my records, I did not feel secure. No questions asked, they stopped my service, and sent a $130 CREDIT! HAHA! Wrote a review on the BBB, ADT contacts me through email then sends me a check for $497.

Here I am and I'm not sure what to do with that check. They wrong sauced me and after reading several other reviews, they're wrong saucing others too. I won't even go into the irritating constant reminders and warnings of an overdue account when I had already paid full in advance! By offering security and monitoring, ADT sells their product. I was receiving neither! The unmonitored alarm system that I still have in my home works the exact same as it always has, except now, I'm not paying a monthly fee. I wonder how many other people are (unknowingly) receiving the same (lack of) service?

To the time of writing this review I have been given the run around, they have refused to provide me with my contracts (there are more than one), corporate have a bunch of yes people working with no resolve or willingness to resolve your problems. I believe there might be a criminal act involved with mine. They are in possession of sensitive documents I never signed and they won't let me see or provide my so called contracts, I know this is in part my fault for trusting someone in a business transaction without see everything in writing. I am cancelling my contracts with ADT and going with someone new - I won't make this mistake again. Are there any companies out there that will just provide you with what they say they will. I would provide numbers if I had them, but one contract I have seen in a email is not my signature.

So, I decided rather than paying that crazy amount I would have the services transferred to my home, but they would not work with me to continue this contract. They were going to set me up with a new residential contract for an additional 3 years. Also, the service has not performed as expected and my emails to ADT for assistance went unanswered. I would not use this service!!!

A long list of questions about why you want to terminate and offers of cost reductions for a few months if you will agree to a new two year contract (avoid this at all cost). This is followed by security questions and further delays. All this will result in several attempts and frustrating conversations that are designed to wear you down. Then when you think you are finally finished they will send you a bill to terminate. Never get in bed with these bandits, get your own service and be much happier. This is clearly a RIP OFF. To quote another disgruntled ADT customer, "ADT is like Hotel California, you can cancel at any time but you can never leave."

ADT is a lousy corporation and lacks all fundamentals of customer service acumen. I understand contracts/agreements but was $230 of potential cancellation fees for a good standing, prompt payment making client of 15 months worth destroying a long term potential paying client relationship? Seriously all this BS. Was it necessary? Congrats ADT! You have now just screwed the last possible dollars from my pocket to your company over $115 in unwarranted cancellation fees. I will NEVER again use your services and I am writing on this website, along with BBB, Yelp, Facebook, Google +, and Twitter. DO NOT USE ADT! I pleaded with them to make this go away easily and without any bad PR but they needed that $115 to seem powerful. Way to really dig a bad name into someone's thoughts. ADT = GREEDY COMPANY.

When I called ADT to let them know I didn't want their service anymore they stonewalled my cancellation alleging my ex wife signed the contract, which expired in 2012. I told them multiple times we have been divorced for a while and she hasn't even lived in this property for over two years. They requested copies of my divorce settlement, a private matter to a third party, but I complied and promptly faxed to the fax number they provided me.

Two months after that I checked my credit card statement and noticed ADT was still charging me the monthly fee even though I had already sent the documents they requested from me. I called them and I was told it would take over 30 days for the cancellation to go through and it was my obligation to pay the fee until the cancellation was approved, please bear in mind that at that time I was not using ADTs service anymore and had already moved to the alarm system installed by the new provider.

I decided to wait the 30 days they asked me to, due to my extraordinary circumstances, but yesterday, over a month after the last time I had called them, my credit card was again charged the monthly fee for a service I wasn't even using anymore. I immediately called them to ask why I was being charged for this service. I was told they had never received any documents on their fax number. I corroborated that not only did I have the right number, but had a call to their customer service on file when I was told they would cancel my service.

I was told they needed a letter from my ex wife requesting the cancellation. I told them that I had not had this request asked of me before and I had done everything I was asked for to cancel their service. I was told there was nothing else they could do until I sent that letter. My ex wife finally called them in front of me to cancel the service by phone, and even then, they refused to approve the cancellation. This is beyond aggravating now, and I have been charged for 3 months of service not provided, just because they can. I sent the letter to them by fax and will update this review as soon as I hear back from them. This is a cautionary tale, explaining the contrived process to cancel the service with this company. They should be ashamed of taking advantage of a loophole in the contract that has been expired for over 3 years now, caveat emptor.

I suggest writing complaints to a company's investor relations or whoever receives service of process in your state if customer service does not handle your issue properly. I mentioned all the complaints on this website so maybe it got management's attention to deal better with customers.

Original Review: July 21, 2015

I hope anyone who is considering ADT takes heed of all the complaints on this thread and does not use their service. I cancelled my service after 23 months (JUNE) out of the 36 month contract term. The customer service advised of the 75% penalty for the remaining contract and I agreed to pay the final bill, which would mail. My AmEx was charged for the next month on the 10th. I called customer service again to cancel and was advised the same. They charged my account again on the 16th. ADT is a scam company using illegal business practices under the Federal Consumer Protection laws. Said laws provide for treble damages (3 times) plus all court costs and attorney's fees. There are more than enough complaints to file a class action against ADT. They are trying to bully us little guys by racking up illegal charges with the threat of getting a bad credit report and turned over to a collection agency. Anyone else want to pursue?

Was told only that they would not service the equipment I purchased without an account. Was not told at the time establishing an account required a 24 month commitment. Would have been an immediate no go as the property was in contract. Set up an account, initialized a land line, installer came out and said "we only use wireless now", and ripped the controller off the wall and replaced it along with all sensors. In the process, I clearly stated I just wanted the existing equipment to be functional for the new buyers and wanted to transfer the account to them as I no longer would own the home, and in fact was already in contract. "No problem, just call 1 800 238 2727 and the account can be transferred."

Absolutely no mention of a $2800 cost for the new controller and sensors - only quoted a $36.99 cost for monitoring which could be transferred to the new owners with a simple phone call. Apparently not the case. Several calls all with different people and all sorts of inconsistencies in information, stonewalling and excuses, they want me to pay 75% of the monitoring fees for 24 months, which they kindly reduced to 50% despite the installers comments that it could be transferred no problem, PRIOR to any contract being signed.

Further conversations with both PYH and ADT, unreturned calls and no progress, and the buyers are still unable to set up service. Credit card bill comes in the mail and they also want to charge me $2800 for equipment I did not want and did not need, and NO mention of this was made at the time of installation, and no contract was signed prior to installation.

Tried to resolve this with PYH, and sales referred it to "a different company for review", but again incorrect as it is apparently a different division. These people were absolutely rude, talked over me, and claimed they did not have access to recorded phone calls indicating my original intent was to only have the existing equipment, bought and paid for, simply serviced.

Have raised the issue with ADT directly two times now and they are intervening with the disingenuous bait and switch people with PYH for resolution. The issue remains pending, but if it is not resolved to my complete satisfaction I will give this the visibility is deserves so others are not burned. Stay tuned, they can still rectify the situation, but I'm planning on other measures given the PYH responses problematic history, and piss poor customer support.

Well I went to do my bills this morning and lo and behold $99 had been removed from my checking account. Long story short I was told by a "manager" it would take 10 days for the money to be refunded to me. So I was lied to three times by so called "managers" of this shady company. Typical "American" businesses want something for nothing and take advantage every chance they can get. I will tell anyone and everyone I know never to buy a system from this company!!! I am also seeking an attorney as this is flat out fraud and stealing. I was told by an agent of this company my check would not be cashed and it was. Of course they will erase the recorded conversation (for training purposes.) Lying, cheating, stealing it is the American way!!!

The installer kept having us put things in the fridge for him to drink and I almost felt like I had to wait on him hand and foot. He had been asking my husband to assist him with doing different stuff because he was unable to do it by himself. At the end of the evening he was trying to install a screamer with flashing blue lights outside of the house and asked my husband to assist him with using a ladder. After installing it he was taking down the ladder which folded in half and was in such a rush he ended up hitting my husband in the face with the latter causing my husband to blackout. After that point the gentleman was in such a rush to get out of the house and finish everything up, he never checked all of the software and equipment that was installed. Racing through the paperwork and just wanting to get his check and leave, he wasn't really even worrying about my husband's condition.

It was at that point that we were notified that it was a third party installer "Defender Direct". After the installer left we tried to leave the home and were unable to set the alarm because one of the sensors was not working properly. We logged on to ADT Pulse and we noticed that one of the cameras the same one he stapled through was already offline and not functioning. Therefore we immediately contacted ADT so they could arm the house for us. The next day I called ADT to discuss the issues that had happened and the fact that the system was not working properly, I was then informed that it was a third party installer who had done the installation, and I was told I had to contact the ADT corporate office.

After contacting the corporate office I was told it was out of their hands because it was the third party and I had to handle it through them. Tuesday July 14th when trying to contact the third party company to find out that they were having massive phone problems and I couldn't be transferred to a supervisor or let alone get someone on the phone. Wednesday July 15th I was finally able to get a hold of a supervisor which at that point they slightly discounted the installation and set me up a new appointment to have the equipment fixed almost a week later.

By that time we also noticed a motion sensor was also acting up along with a door sensor and the camera. Logging on to ADT pulse, check the camera we had noticed stuff was moved and wanted to play back the camera to see who was there and what they were doing on the property. Unable to pull up any feed through the app I had called ADT to then find out that the camera had not been setup to record anything. Racing down to the house to check everything, we disarmed the system to find out that another door sensor was also not working properly. After talking with ADT to actually have the cameras recording when they see motion we tried to leave the house but was unable to arm the system yet again.

While on the phone with ADT we are told that they are unable to arm the system from their location and we had to leave the system unarmed until technical support could finally get out and check everything over. I was finally able to get one lady on the phone probably the nicest person I have talked to from ADT since all of this has been going on and she's taught me how to bypass the trouble area and was finally able to arm the system.

Now waiting on the third party to come back out and replace a motion sensor, at least two door sensors, and a camera and also check everything over and maybe just maybe get everything working properly. We were told that we had 3 days to cancel the contract, for those three days there were attempts made to get a hold of this company and they were unable to get back to us and wouldn't be able to get out and fix the problems until after a cancellation time frame had run out! How convenient!

They say you get certain type of equipment on the phone, then they get here and they have no idea what you're talking about. They then try and sell you cameras, lights, etc... they then claim you get all this equipment for FREE. Let's think, is anything free in this world? If it sounds too good to be true, is it? Yes sir... we know the equipment isn't free and that your monthly costs pay slowly out for that stuff, right?

Anyway I could bore you with a novel here, do your homework, ask yourself if you're gone a lot maybe I do need a service provider to let me know someone just broke in, right? Or I work at home and I'm home a lot, do I need a service provider or can I just order the same type of equipment from Costco, Walmart, Alibaba, or any wholesale company? Yes you can! After all, what we truly care about is someone breaking in while WE ARE there, our family is important, right? Our stuff is insured with our homeowners policy or our renters policy. Oh and the discounts you receive for having a company monitor is no different than you having your equipment installed to monitor, and with today's technology you can have a signal sent to your iPhone that an intruder is in your home... you then call the police. Please don't call ADT or authorize dealers, especially ADT authorized DEFENDER Direct dealer!

It is Wed July 8th. In the 90 minute conversation I kept insisting on speaking with a supervisor. When the latest guy reading off script transferred me I asked if he would make sure I was called back if we were disconnected. Guess what? After 90 minutes we were disconnected. I AM DISGUSTED BY ADT. SHAME ON YOU!!! ADT OFFICIALS IF YOUR SMOKE ALARMS WEREN'T WORKING WOULD YOU TAKE THE RISK OF LOSING YOUR CHILDREN IN A FIRE??? I cannot even believe I stayed with this company for so many years. I am in tears. ADT is immoral and does not understand the meaning of protecting lives.

He set up an appointment for me the following week (although he was on vacation). He told his supervisor that to install the Pulse system, it wouldn't take more than 1 1/2 hours. I was also told I would have the first appointment in the morning. The technician who showed up after 10AM said he did not find out about the appointment until he woke up because it wasn't on his schedule the night before. He was not familiar with the installation, he said it would take five hours, and he also did not have the equipment to do the job. I sent him away. As I said, ADT lies, breaks promises and has incompetent technicians. I wish I read the rest of these reviews before selecting ADT.

Installer was not friendly when I asked specific questions. After spending from 7:50-12:30 installing the system, it failed to work. They used AT&T and the signal was too weak. I was surprised they didn't survey on the previous visitor before they began the work. The installer then returned at 2:20-7:30pm trying to install the new radio with a different signal. The next morning, the garage door sensor failed to work. Imagine the frustration after the previous day. When calling the company, I spoke with a technician that was wonderful and tried to help fix the problems and minimize the frustration. However, when she needed to transfer me to sales to discuss adding equipment, the customer service went downhill fast. Eventually that led to me canceling the account within the 3-day window. I was told I had to send a fax with written notice for cancelling. I asked if I could scan and e-mail it instead, I was told no.

I called the next day to see if they had received the fax. I was then told that I was given the wrong fax number. I was also told that I could scan and send the letter through e-mail. Talk about inconsistency and misinformation. I faxed my letter to the company again (2 times just in case) and e-mailed the scanned letter (3 times). I called to make sure it went through a few hours later. I was told my account was closed and that they didn't need a written letter, only the phone call I made the day before. When I shared my concerns about the inconsistent information, he said that was just because they were in different departments. I will never use or recommend this business again. Very disappointing.