ADT Security Services
Reviews and Complaints

ADT service quote September 2020 for my 80-year-old mother who lives alone and wanted to review her doorbell security via the panel. So we requested a ring doorbell, with the understanding it could be reviewed from the panel. When the tech came to install, he advised that was not an option at the present time and that they would be updating the firmware for this to happen. It never happened and I made several calls to check and you could only view from the phone, tablet, etc. I advised that my mother at her age, could not use these items. (several calls made to ADT between September 20202 and April 2021, pull the recordings)
On 4-26-21 @8:29 am I spoke with Janie about cancellation for 1 hour(Please pull recording) This is when I realized the contract was 60 months, instead of 36. I was advised at this point if I paid off the equipment balance in full $540.65 the monthly monitoring would be $10 vs $47.00 plus tax.
On 4-27-21 I called back and spoke with Patrono(name may be spelled wrong, but pull the recording) At this point, I had paid off the equipment, but was told something totally different from 4-26-21. I was transferred to a manager named Denise and we discuss other options, which I explained would not work for my mom. She's not phone or internet savvy. We discuss the conversation from 4-26-27 and she could not believe that I was told that if I paid off the equipment it would be $10 a month until the duration of the contract. I advised Denise to pull the recording because I know what I was told and was specific about asking the question before paying off the equipment. I was given case# [protected] and advised that someone would call me.

Several months went by I never heard from anyone at ADT about my complaint, so I open up a complaint with the Better Business Bureau to get a response. Basically, I was told that I misunderstood was the representative had told me that the monthly monitoring was $10 less and not $10 a month. All I asked is that someone listens to the recording I did not misunderstand the Rep, she told me that if I paid off the equipment that I would only pay $10 a month until the contract ends. I paid off the equipment with the expectation of reducing the monthly payment to $10.

The service has not been used and I would just like for ADT to honor what I was told back in April 2021. My mom was a long-time customer of ADT before her home was destroyed by Hurricane Michael. Not being able to review the doorbell camera from a panel, did not provide the extra security that she needed and was looking for.
Bertha Johnson
[protected]

I have so many issues with this company that there is no room to type all of it. They have canceled two appointments to rectify the manner without even telling me until I called to see why they did not show up for my appointment. It was an incomplete install and they put the alarm on the wrong door and they did not supply me with a manuel. Then they could not get the keypad to work right so he said that he would come back the next day to finish. He did not come back the next day at all. He left me with a back door with no alarm monitor. I have called and called and they have excuses why they did not show up for the appointments. Their latest is that they already did the job so that is all you get for free. They did not replace my two key fobs either as my existing ones do not work with the new system. I have never sued anyone but I am thinking these people deserve it. I have never been so angry and so mistreated by a business in all of my life. I have spent hours on the phone and they just make excuses and break appointments. Spread the word and do not use this service.

September 2021 added cameras to account since this time l have had multiple problems with ADT prior to this ADT kept confusing my account with another account After cameras added my account was doubled billed incorrectly billed and my last installment as of December 2nd was $1340.59 my authorized installment is $40.63 after spending over one hour on the phone l was told this was a mistake and in 5 days this would be credited back to my account In the meantime l have an overdrawn bank account am unable to pick up my medications for high blood pressure and 4 other medications Called my bank and they stated because ADT will refund back the monies there was nothing they could do Who is going to pay my overdraft fees how am l going to get my medications? I would NEVER EVER recommend anyone using this company EVER!

My 3 year contract (# [protected]) with ADT ended on 9/29/21.
On 9/30/21, I called ADT to inform them that I was not renewing the contract and wants to cancel. I was referred to somebody from Account Services. After a long wait, I was able to talk to somebody who asked the reason for cancellation. I explained that my husband and I, who are retirees in our 80's and with health issues, will be moving to PA in February 2022, to live with my daughter. He asked if ADT could provide security to my daughter's house. I told him that she already has it. After our talk I requested for a confirmation of my call, which he gave me as # [protected].

However, in October, I noticed that they have not stopped the auto-payment and charged my credit card with the monthly amount. So I filed a dispute with my credit card. (Todate, the dispute is still open).
ADT followed up the dispute with a paper bill telling me that their charge was declined.

Text follow-ups for the unpaid bill kept on coming, so on 11/5/21, I called again to complain why the cancellation has not been in effect yet. I spoke with somebody from the Account Services and once again explained my request to cancel/ not renew the contract and reason for cancellation. I was given another confirmation no : [protected].

However, I was paper-billed again in November, with a threat that the account will be given to a collection agency if I don't pay. So I called again on 11/29/21 and spoke with a certain "Ryan" (I think). He checked the two confirmation nos. and the details. He assured me that the matter will be resolved and I should be getting a letter from them. However, he did not give me another confirmation no. for this call.

Despite this assurance I am still getting text follow-ups to pay my bills. I am so stressed out, frustrated, and upset with ADT's tactics. I have wasted so much of my time waiting for somebody to take my call, and in lengthy chats. My daughter wants me to let our lawyer handle the matter with ADT. But it is such a trivial matter to get a lawyer involved. I believe that ADT is doing a disservice to their longtime customers (this was my second contract with them). They should get their act together!

When they came to my home in December 2019 the guy pulled off my alarm on the wall, didn't know he was going to do this. My company called worried I was broken into. After his box was in the games began with cost SO MUCH COST. Felt like I was being held hostage. After many many hours here it got dark and he left. I called and called telling them the install was not successful. After many calls someone came out and said it was awful what he did. It was all wrong. Then came their taking 2000 out of my account for "equipment" then was told 53.00 a month which was always a lot more. So sick of their deceptions. I was finally happy to call them December 2021 to cancel as I was held hostage for two years. At that time they told me my safe word which was TOTALLY WRONG then told me I had a THREE year contract. I told them that was impossible. My son was there for all of the call from adt and TWO years TWO years was all we heard. I will take the hit on my credit if I have to but I will not spend one more minute being held hostage by this "security" firm.

I've had ADT security for my home since a year ago. The video recording has quit recording three times, and every time it quit working, I had an incident that happened. I called the service reps and they were ineffective in resolving my issue. The last time I called they told me to buy more clips to increase my storage, so I did, but once again I have no saved clips for evidence if I were to have an incident. So I am spending more money every month for ineffective security. There aren't any names listed to address the problem directly to, only phone numbers to call customer service. The customer service tech and sales only offer the solution to spend more money for an ineffective service. They don't even offer a discount or free months for the loss of service. It would be nice to have the recording issues resolved and receive the security I am paying for. Also, to be able to talk to the same person each time there is a problem and to get a real resolution or a refund. In addition, it would be nice to be able to delete old clips all at once instead of having to go a page at a time. Plus, to be able to get rid of old deleted clips from cloud storage which is taking up the new monthly storage.

Have been trying to upgrade system with an additional security camera. Have contacted via email and telephone numerous times to no avail. To get a tech out here I have to give them my CC just for a consult. I am sorry I use this company. They are the worst system and company. I have discontinued their monitoring via dispute on CC. I just wanted another camera installed and it seems that is not going to happen.

The siren in the system I just upgraded cannot be heard by an individual in the house. They could hear the old siren fine but the new one is in a frequency range he cannot hear. Customer Service did not understand that it was not a volume issue, they talked about a louder siren. I asked for a device that changed the pitch and they indicated they had one. The tech came out and it was an amplifier to make the siren louder, it did not change the pitch.

I like the company and simply need an alarm with a siren in a pitch range everyone can hear.

Hi,
I closed down my account with ADT in early August 2021. I still had quite some time left on my 3 year contract and I thought I could just walk away, but apparently some small letters in the contract showed that I had to pay off 75% of the remainder of the contract. I found this quite scandalous, but I understand that I signed the contract and that I should have read it better. Just wanting to warn people about this.

My complaint is however about ADT continuing to charge me (via my credit card they have on file) once my account was closed. I got charged $60.85 on September 21, 2021, which is about 1.5 months after my account was closed down. I just cannot understand this. On top of that, they have so far refused to reimburse me.

Please stay away from this company !
Bruno

In 2019 I purchased a home in northern France and shortly thereafter moved my residence in the USA as well with the intent to split my time between the two. The new home which I purchased in the USA had a wireless alarm system in it that had been monitored by Vivint. Contacted them about picking up the service and was told it was a simple process that would only take a few minutes. Asked about the condition of the system and was told it was in perfect working condition. Told them I was shopping. After the call I removed two of the sensors to check them out to find that battery acid had completely destroyed them, I had just been lied to! I call ADT based on advertisements about remote controls and monitoring since I was going to be out of the country six months each year. A sales team came to my house and told me everything I wanted hear including a $100 gift card if I purchased a system. Was told everything with the system could be controlled and monitored remotely just like the Property Brothers tell you on TV, I was lied to. My senses told something was wrong when installation was not completed and given instructions to complete myself. In some ways its not what they disclosed as much as what they did not tell. I now live six thousand miles away six months out of the year. ADT whose reps claimed the condition of the system is monitored constantly in real time is not true. They have no way of knowing what the system issues are without someone running the on site diagnostics which is hard to do if you are six thousand miles away. ADT will not send out a service tech until the diagnostics are run so they will know who to send with what parts. What promted my first call was from sensors beeping but no fault indicated on the master control and now there issues on both sides of that with more than one sensors. After several calls to ADT a rep, Brandon, agreed to send someone out on a time certain basis. After making arrangements for someone to be at the home for a time certain appoint Brandon did not remember me or the call and could only send someone out on a time certain basis for a zoom call and the person on would be instructed on how to complete repairs. I had told him the day before that I did not have anyone to help me with the appointment that could ADT's work for them . Also I was told I would never have to replace a battery and that is all I have been doing since date of purchase. Sensors continue to beep, no fault on the board, batteries replaced and faults never clear and no way to get a service tech out.

Acct # [protected]
Service Area - 2709 Camomile Drive, 32837
It appears that there is a discrepancy with my account that requires immediate attention and resolution.
I have been making payments of $111.00 monthly to cover the Alarm Service and Equipment. In February 2020 to 11/20, ADT was automatically deducting $45.81 monthly for the equipment. In January 2021 I removed the automatic payments and commence direct payments of $111.00 for the service & equipment. ADT representatives has been informing me that my account will be cancelled and subject to Collections because they are not able to do automatic payments for the equipment. If the option wasn't available, how was I able to remove automatic payments to direct payment? Today I am being charged late charges & contract cancellation charges. Please be mindful, that my payments are current and I did not cancel this contract.

i have had problems with this video doorbell since i have had ADT BLUE. i heard the outside doorbell ring but nothing on the chime box inside. we replaced the video door bell and it now works inside. NEXT PROBLEM. i have a chime box that plays tunes when doorbell is used. With the video doorbell it only rings for 3 seconds not playing the tunes. i called to see if it could be set for a longer time span. the technical support said the longest they can set it for is 3 seconds and there is no other device to try and accommodate me .i will be getting another security system that this can be used with. something that can not be fixed and paying every month is not acceptable to me. something ADT should tell customers.

Had command panel and wired to wireless modules installed May 13 2021. Nothing but problems since installed. First month power outage lost alarm in 2 hours. Install tech used my old system battery. New battery now. Second power outage. System lasts 3 hours now batteries in wire to wireless modules go dead. Tech support says they should last 24 hours. Service manager says they last 4 hours at the best. So if your power goes out your screwed and there pile of junk system won't work cause batteries are small and no capacity and no way to fix it and they really don't care. I've instructed them to take there junk out and put in what they don't want to put in. A wired system. All wiring and sensors are still in place just company that only wants to sell this command system that's not a good system except the sell you batteries all the time.

I have worked with this company for the pass several months. The accounts was messed up names different. Alarms not working at one residence and now stating that the account number is not working but they gave me a wrong acct number but have been noticing them taking it out of my account. I have 2 alarm systems which I am paying monthly. 1 alarm system is 614 Epworth and the other Williamsburg both in Durham the one on Epworth name is Harry Curtis and the other Rashod Moss. I'm very tired and frustrated. I want to keep the Epworth and the one Williamsburg cancelled. Mr Moss on Williamsburg at. informed me he is very unhappy with the system. It is not be monitor and his name is no longer on the account.

Yesterday your technician came to fix my Thermostat.
He could not do it!. Send me someone who can fix it.
For one year I could not use the heating/air condition because of your thermostat.
I am sick and tired of this. Your customer service is terrible.
I am paying too much money for nothing.
Tell me where I can complain?
Unsatisfied customer. Need some action from ADT.
You guys are bragging about you being the best in business!

I have an ADT system. I need a new fob that I wear around my neck. I called, got transferred but the woman couldn't figure out what to do. I was probably on the phone with her nearly an hour...then she hung up on me! So I tried several more numbers that didn't work! What terrible service! Finally I was passed to sales where I talked to a very nice gentleman that said it would cost $195 ! You have to be kidding! So he said I . needed to have someone come out and work on my old fob. So now I am back on hold listening to the same talk I have heard way too many times! I don't know why anyone stays with your company! You obviously don't value my business.

Elizabeth Inman
[protected]@yahoo.com

Good afternoon,

My community is called Hopyard Farms, located in King George VA, zip code 22485. Every day, we get a different person ringing our door bell trying to sell us an ADT alarm system. This is so frustrating as I work from home and have to stop what I am doing and run the sales person off.

As soon as you enter the community, there is a sign posted that Solicitors Will Be Prosecuted.

I will be calling the police next time a sales person is at my door, as the police will be here before ADT sales is gone.

I called ADT services around noon 9/5/2021 to request a service technician come to my home because of two issues I wanted to be addressed. The call lasted almost a half hour and the request had to be repeated six times. I wanted the batteries replaced in the unit because the installer mounted it so securely to the wall that I do not feel that I could take it down without damaging it. I feel the assessment fee should be waived for this and also to replace the door on the panel which is damaged and no longer closes. The booklet left by the installer shows to open the unit from the back and the representative proceeded to ask me if I wanted instructions emailed to open the panel from the front. I spent 10-15 minutes explaining and requesting a technician which would be necessary to fix at least one of the issues. At the end of the call only one request was provided. This is worst customer service I have received and I will be canceling the service once I have found another provider. If anyone cannot call ADT and make a simple request and have it answered verbally or provided via email then I have chosen the wrong service. I was told after scheduling an appointment that my second request to email the instructions would take an hour and the third which was how to file a complaint would arrive in three separate emails. I never received the instructions to change the batteries or to file a complaint. I intend to post my comments online to let others know that this highly advertised service isn't worthy of their patronage.

ADT tech responded to my house to update the cell system to 5G. Another tech arrived a week later to improve ADT records as they were outdated. When he arrived, he replaced the batteries in two motion sensors and the battery in the main panel. 1st battery was old and not charged. 2nd battery also was not charged. 3rd battery also was not charged but he placed it in the panel and said it would charge in 24-48 hours. Now 72 hours later, we still have a low battery alarm. I am woke at midnight and 4:00am to low battery alarm. This is beyond acceptable. When calling ADT, a rep in New York had placed me on hold 15 times, yes 15 times and still did not resolve my problems. I requested to speak to a manager and she refused. A manager will call you later, however not today as we enter a three day weekend. Your employees are not empowered to solve customer issues. These problems must be transparent to me as a 19 year customer. I must have resolution today. This issue needs to be resolved. Please have an ADT manager contact me, if they choose to maintain a long time customer and resolve this problem today. ADT rep told me a tech can not come to me for yet another six (6) days. Totally unacceptable. Thank you, Gregg Leonetti-[protected].

we have tried and been unsuccessful for 5 years or more to have communication failure calls to stop. this does not affect burglar alarm calls as interesting when we get communication failure calls we get a call about a burglar alarm, very interesting. There is no reason for these calls, since apparently your Technicians know of these problems. if your people do not know the difference between alarm calls and communication issues, you been better training of your personnel. if this does not stop the next call is to the government.
[protected]@att.net
[protected]