ADT Security Services
Reviews and Complaints

I'm requesting a full refund of an over-payment of services during 3/2020 - 8/2020 on acct #[protected]. I've contacted ADT personnel at least 6 times concerning this matter. And despite numerous assurances from ADT personnel that I'm entitled to a full refund and/or that a check was on its way to me, only a partial refund has been received.

Listed below is a recap of what has taken place since March 2020.
1. On March 23rd, ADT did a major overall of our system and at that time the account was under my wife's name: Debra Harrison.
2. During the upgrade, a new acct was created under my name and the old acct should've been closed out. This didn't happen.
3. On June 1st we were invoiced $186.30 under the old acct. This was mistakenly paid, while payments for the same service were made to the new acct via credit card. .
4. In June I realized my error, contacted ADT, requested the old acct be closed retroactively to March 23rd plus requested the June $186.30 payment be refunded. I was told that this would be done.
5. In early July, my wife received a check for $74.52. ADT never explanation the basis of this check.
6. I contacted ADT in July & August to get an update only to learn my request had been denied as no additional credit was listed on the acct.
7. On September 4th, I contacted ADT again and was told a check for $298.00 was sent and I should receive it in 10 days and I'm still waiting.
8. I sent ADT a letter on 09/28/2020 to which I've gotten no response

I have been recently moving into a new mobile home and I can not hook up my alarm because my mobile home is being remodeled in the mean time they are still billing me since August 2020. and I have not used the system just got a rude call from someone that is threatening if I don't pay the bill I think ADT sucks and I will never recommend them and the reason why I'm writing this complaint because of the threat that they are going to turn my account over to collections which is not fair when I'm not even using the service. I would like something done about this because they are rude and not able to help.

Hasn't worked properly 3 days in a row since installed. Rude lying customer service. Unethical practices wanting to charge me for visits even though I pay a mthly maintenance fee. Todays call w Brittany was a disaster. She told me her supervisor would not speak to me because I was delinquent on my bill. Then I requested to speak to her supervisors supervisor then her supervisor Ted decided to get on the phone and he came in hotttttt. Very poor service my contract will not be renewed nor will they get referrals.

Had the system installed july 26 2020, 2 days later, people broke into my house by hacking my phone, and now adt wont' take the system back and refuse to let out of the contract even after their sales rep assured me that if I was dissatisfied for any reason I could easily return the system with no hassle and no penalty
Don't go with adt! They are useless and dishonest

Nice guy from Adt called me and said he would cancel our service Since we sold the home and moved out of state and a 600 credit for Adt where we moved to no mention of oweing the balance of a contract I called customer no assistance they said yep you have to pay it, this is such poor business practice I or anyone I know that will be getting security I will not recommend you I could understand if I just wanted to stop but to move away and will get another security system which would have been the one but not now or ever. Good day

Sales - Michael came to the house (also goes by Travis). Worked with Jose on the phone - he worked with his security manager. We did not realize we had to install that very day to get all the deals they were giving us. We agreed to a package + a monthly fee and everything was set up with the exception of 2 cameras which were on backorder. The doorbell and an outside camera over our back deck. We originally were at 29.99/month, but since we added cameras, they agreed to 39.99. We were told to call back to check on cameras - when doing so, we've gotten the run around. Countless hours spent, we talked directly to our Installer/Travis who stated he remembered us and our 2 cameras included, etc. He stated we are on the same page, not to worry, he would take care of it. The next week, he called stating his security manager that he spoke to that day left the company so he was going the loyalty dept. Still - not to worry. Now, then, on 5/4 - he won't answer his phone, and many, many phone calls from us to account managers/customer service/complaint department, etc. and nothing. No response from calls, e-mails, etc. Who can help us?

I feel cheated,
The first time that ADT's salesperson was at my house he promised that in a case we moving house there are no additional charges, he said everything is on us, if you guys don't want additional services so everything stay the same, under the same contract, just let us know when and where and we send a technician..
He convinced us to sign a two-year contract instead of a shorter term and we agreed only because he promised we will be able to move with no additional changes and no need of new contract.
Last month we called to let them know we are moving and now they want us to sign for another long term contract, after we spoke with the manager he said ok just take with you specific devices and the rest you can leave in the old house and we will do the transfer on the same contract.
Today we called again to give the new address and again we have been told we can't do they on the same contract, the representative was so rude and raise his voice two time, we asked to talk with manager and he let us stay on the line for 15 minutes and obviously he had no intention to transfer us.
If that matters his employer number is: 185405

We are very disappointed, we will never renew a contract with ADT, neither we nor all our acquaintances. It's just sad that their salespersons are lying to customers just to sign them on a contract

Tech came out on November 30th to install ring. He informed myself that
he did not know how to install it. Paid him $200.00 up front from my
credit card. He claim he tried to return to my card, but was unable. Call
rep on December 16, 2019, she gave me an email, with that, no response
from ADT to this day. It is unfair that an unqualified tech was sent to my
home, it is unfair no one has contacted, me it is unfair your company does
not have this info in your computer, and most of all, I really need my money
back. I am a customer as well. My name is Mrs. Sandra Hemphill, I can be
reachedat [protected] home/ [protected] cell / [protected]@gmail.com. Thank you.

Poor service from ADT is putting my home security at risk. Recently the information from ADT is incorrect and inaccurate and very frustrating:
The time of loadshedding the first 2 months was very accurate. Now I get a message of loadshedding when electricity is back.
The call to check if the panic button is real - fix your system each time there is loadshedding you call to check if we are okay, because the panic button on your side went off. If there are criminals in my house will I be able to answer phones? Upon answering you ask for the code and then you say its incorrect - oh your level of competency is making me wonder if I am in a crime situation will you be able to assist me. Then you will dispatch the van - at 4am they shine torches on the windows, do you expect me to go out and attend to them?
No wonder there are very few houses with ADT services and the episode on Carte Blanch not making me feel safe.
I want accurate information from you going forward, fix your signals during loadshedding. 12/02/2020 @ 10:58 I got a message low battery and there was no loadshedding. At 11:20 I got a call which I didn't answer because of your inaccurate information, you were going to tell me the panic button are we okay.
Your urgent corrective action will be appreciated

Its been over a year and i still have never received my visa gift card. Its a little upsetting that rates go up after a year. Customer services reps i have talked to dont help, no one really picks up the either phone. I just don't understand why a company this big lies about giving something to get you to buy into a contract with them. I dont know, whats up with them this is fraud.

I was told by the guy that installed my system that I would receive my gift card in the mail a couple of months after I had the system installed .. I never received it. So I called adt and the representative notified me that I should have received something in my email.. Being that I hardly ever look at my emails I didn't find the link in time .. I feel like I should still have the opportunity to get my gift card since I was told it would be mailed to me.

Long time ADT client (10 years+) who finally tried to disconnect as new systems / services are so much better. ADT basically REFUSES to cancel my services. They claim first request was not made properly, and second request they refuse to process UNLESS I agree to pay them for a future dated cancellation! This is on a month to month system that has no contract obligations remaining. Total scam, I filed complaints to local media and Consumer Protection.

I recently sold my home that I had ADT service in and received a final bill. Well after looking at it closer I was charged for time I no longer owned the home. I called customer service and was told I needed to call them 30 days prior to ending my service. I did not know the final closing date until 2 weeks before and call that week to end service. When I called I was never told I needed to give 30 day notice so this is a shocker. I couldn't take the service to the new place and did intend to get their service once we find a new home but after this I dont want to deal with this again. If I would have needed to give all the services we had at the old home 30 day notice we would have been screwed. This is a joke and I will not be back unless this is resolved and word of mouth is your best advertisement.

i have called for the last 3 4 days and complained to adt that first the were taking money out of my account without permission. They also said the were going to refund me the money and said it would be in there 1 da y and wasnt in there Adt has done this several times i have had problems from the very first day. Ihad them at my house in NC and never had a problem i ended up moving i was in my house new house for about 1 1/2 months and had problems from day 1. they said the were going to hook my services up they did a no call no show i waited all day and nobody showed up i had to call them. then chared me more the i was told on my first bill and then they took a double payment a couple of diffrent times and still i am waiting for my money back i belive this started with the money on around the december 3rd -december 6th of 2019 so i hope this gets resolved asap and i belive you all need to do something for me for all these headaches and the inconvinece that has been cause

I was speaking with a Manager named (Kelly) in your Sales Department. We talked about setting up for the technician to come out. And when I told her I wanted to check with my wife the problem began. She told me I was basically just a sale and she could be talking to other potential clients and she couldn't guarantee that after today she would be able to guarantee it. Then she presides to tell me "they are sales and she could be with other potential clients". I asked her "this is your customer service".

P.S. It would be nice to actually speak to an Complaint Representative

Sincerely,
Anthony "Tee Jay" Jackson
4700 Little Hill Cir
Austin, Texas 78725
[protected]

I contacted ADT last month in Oct. I still have not received a contract or anything in writing other than a paper bill and email notification of an upcoming bill for 53.99. I contacted the ADT customer service 6 times within the last because of the promotion that was also sold to me included a refund for installation. Each representative promises to send an email with instructions for the installation rebate yet I still haven't received any email checked daily spam folder as well. Eventually I receive an email notification for my upcoming bill which I really appreciated the notification but it's not the correct monthly agreement the representative sold me during my installation call. I contacted the ADT to inform them of the error. They said it's out of the 30 days to downgrade but I said it's not a downgrade it's in my contract I agreed to on the phone. However again, I've never received a written contract or confirmation. I asked that the recorded conversation be investigated so it can be honored as it was sold. I was never informed of any change to my agreement until I received the bill notification. I have been mislead in other incidents in this short month by ADT as well. In my frustration I decided to cancel this contract completely. I was told I had 30 days, on 10/25 I called to cancel they said I had 3 days to cancel after installation. At this point I still hadn't received the bill notification so I didn't know about the error. Then 11/1 I noticed the error and along with all the other incident over the past month with ADT and it authorized dealer Defenders dba Protect Your Home, I'm now the victim on a contract scam. They have locked me into a contract by giving me incorrect deadlines dates, non existent promotions, and almost doubled my monthly bill amount for 24 months without my consent.

I called on Saturday october 26th regarding my service which is down for a number of reasons

My intent was to have a tech come out when it's convenient for both our schedules

The woman on the phone was extremely short with me. Totally rude and dismissive. I was disgusted with her service and decided to cancel my ADT service instead. My contract was ended on oct 12th so I'll call Monday morning to cancel completely.

Nasty people shouldn't be working