ADT Security Services
Reviews and Complaints

So the cover to my adt keypad cover broke (it was never sturdy to begin with, but nobody came back to fix it 3 years ago when I complained about it when they first installed my system) it finally broke completely this year to where it won't close. Anyway - I called to see if it's even worth opening up a ticket and if it'll cost me money to have this fixed (it should be under warranty as far as I was told in the beginning by the sales rep 3 years ago!) so they said that part is not covered and that i'd have to pay for the part plus an additional trip fee and labor fee. I understand the trip fee, but the plastic cover? Really? Ok so I said ok give me a complete quote to see if I can afford this to be done. They said sorry we can only give you a quote for the trip fee and what the labor fee is hourly, but the technician will have to quote the part fee when he's at your home. Ummmmmmmmmmmm - no I need to know what this would cost in order to make a decision and see if it's worth paying for. Why on earth do I need the guy to be in my house physically to tell me what the part that he brought with him costs? I need that quote included before he even heads to my house so that I can decide if I want you guys to come or not. Seriously? So they could not answer... And had a "supervisor" call me. That turned out the same. The freaking supervisor was like "duh, ummmm i'm sorry duh we can't give that quote, duh" - I was like are you kidding me? She said yeah... We the only person in the universe that can tell you how much that piece of plastic costs is the technician when he's on his way to your house. Really? So you guys determine what part you need, give it to the technician, they pack up their things... Knowing exactly what part they are replacing for me, but I am not allowed to find out how much this part costs till he's physically in my home? Why? What if I can't afford the damn part or I simply think it's over priced and I don't want the work done. I can't decide that until the technician is at my house? Or course! So that you can charge me the trip fee? And probably whatever else fee for coming to my house? Can anyone make sense? Needless to say I made the "supervisor" feel like a dumb a — , so she said "just talk to the tech when he's on his way to your house and he'll give you the quote, if you don't want the work done, he'll turn around and not go to your house" wow! That's how it works I asked. She said yes ma'am it happens all the time. So I asked for her name and last name in case something happens so I can say she guaranteed that's how this works. So the tech doesn't charge for wasting his time, or I don't want surprise charges for this... And she said... No "we supervisors" are not allowed to give our full name. Wtf! What is this - unbelievable!

Upon moving to Casa Grande I signed up for ADT Security for our home. I called last week to upgrade with two inside cameras and one outside. The corporate technician informed me he had not seen any of our equipment before. I made three calls and found out that ADT contracted with Safe Streets USA for for our installation. We are under a 3 year contract. Shame on me for not paying closer attention. Nor will ADT touch the equipment for one year and Safe Street USA will not honor ADT's quote for the request of additional cameras. I was also told that the equipment looked like Best Buy equipment. I call the complaint line and spoke to Johnathan. He was not helpful in fact he lost his temper and gave me attitude. I've worked in customer service long enough to know a poor hot call champion. I was under the impression that ADT was my security and they stood behind their products. Apparently I was wrong. I was told that I would have to pay $1, 385.29 to cancel my contract. So you tell me what am I to do when your own company does not fix a wrong. I will not recommend your company to any other person and I will blast how unhelpful your were in correcting this issue and how rude your call teams and hot call advocate were. I know my attitude was angry. I did not swear but I feel your company is not standing behind your products or customers.

Horrible - I had a broken ankle so I could not see what "Caleb" from ADT was doing. Every door/window was done VERY SLOPPY. DId not clean latex from the old security system. Did not take all old security sensors off. Put new sensors where ever was the least amount of work for him - no matter how it looks. Sensors on windows are not all put in correct place and go off during thunder storms. ADT corporate will not help . They think that the pictures of the horrible work that I include are "acceptable". If you want your windows and doors to look as horrible as ours, then go with ADT. Rather than make a customer happy over a legitimate issue, they instead *** of the customer so much that writing bad reviews on the internet is the only recourse.

All I want is for them to clean up and reposition 5 windows and 3 doors so it does not look so bad. THEY REFUSE.

First pic - slop left on every window when they could have just installed the new sensor over the old.

Second pic - all windows have sensors on the top of the bottom window - this and one other have it on the front of the window

Third pic - sensor installed in middle of door

Fourth pic - more sloppy work

Last year we were victims of a bad break in! Of course I'm the panic of things & Comcast not being wired on our side of the street, I contacted ADT. Like other complaints I read was sold on the features and the initial price quoted. We add an additional 4 cameras which we knew would be an additional $1-$1, 200. I was completely shocked when I was sent an additional bill for almost $5, 000, which would make it almost $9, 000 for this alarm system. This was Dec. 2017 I have now fought back and forth with them for almost a year. Finally I'm like F it I'll pay it, but each time a representative calls me they give a different amount. I am so pissed with this company I could scream & cant understand why they are in business still. And coming from a strong retail background there customer service sucks balls. I will keep complaining about this company, because taking advantage of people in a crisis situation is absolutely upsetting. I would not recommend this company or there jankey system to anyone.

I've a valid complaint with ADT Security Sales/Sevices. About a woman ago a sales person shows up at our door asking did anyone tell us that we qualify for this magnificent security package with all the bells and whistles, at our home closing! We were sold a top of the line state of the art security system package, what we got is trash, nothing but 3 doors, 2 interior camera's 1 of which I had to pay for & 2 outside camera's no windows & package doesn't even cover all doors leading into our home! We had a guy show up the next day for installation of equipment, he tried to sale us a package of which would include the windows & all doors. I replied don't we have all of that already, he said Nope! This guy falls through our ceiling, damage our ceiling, broke a ceiling fan & it cost me 3 days of work! That's about 3 grand I've lost dealing with this mess & no 1 has called concerning my complaints! Ceiling was fixed/patched, the fan is trashed, if course they sent a guy out of their picking to patch my garage, a great guy I will say! I wouldn't recommend ADT Home Security to anyone I'm thinking about filing a civil suit, no contact as of yet I don't want their services if this is how they handle customers!

I had ADT service for several years. On Aug 24, 2018 I sold my house so I called to cancel the service. A lady answered my first call and said the cancellation is handled by Transfer Dept. so she transfered me to there. The gentleman answered the call said a lot but none of them on the point. My point is to cancel the service but he said it will take 30 days to process the cancellation and list of all kinds of nonsense to make his point. Have you ever heard of cancel service needs 30 days? So I asked do I need to pay during 30 days of the cancellation service period and he DOES NOT know. Apparently he does not know his job. As we were getting heated conversation, this guy hang up when I asked for his supervisor. I called again and a very nice lady answered my call and solved the cancellation within ten minutes. No phone transfer and no other questions. So the guy in the Transfer Dept. is really a bad guy.
BTW, the ADT service seems getting worse and worse. One is increasing service fees. The other is not responding to alarms. Before whenever we had an alarm, I got calls from ADT. But recently I didn't get any even if the alarms were sound (although it was accidental but used to get calls). It seems they just care money and don't do their jobs. So sad!

I was told that adt might be good, but I was wrong.. The complete system could not be installed.. Buy the time I found out that I would not have video, only a bell that chimes when my door opens.. The company came out and admitted that they couldn't install the service.. But is now all these years latter is putting a collection account on my credit for early temination.. When they themselves couldn't give me the service.. I have a receipt showing that I owe zero balance.. But their making up bogus changes just to robb me, and I am a military veteran.

On August 6, 2018 my husband and I called on a flyer that we received from ADT. The flyer stated that for a one time fee of $99.00 we could have a system installed with monthly payments of $27.99 per month. We called to have the security system installed. We made it clear that we were NOT interested in any upgrades whatsoever. At the end of the installation the technician still tried us to upgrade to various features. We said NO THANK YOU. One of the upgrades was a cell installation, where the security is tied to your phone. We said NO THANK YOU. Before he left we asked for a copy of our contract. He said it would be emailed the next day. We did not receive it until August 11, 2018 and he signed us up for a cell installation with double the monthly payment! They will not let us cancel because it was past the three days. We are having the fraud department at our bank investigate the situation but we are very worried. We have read such awful things about the company, which by the way is DEFENDER not ADT.

My husband and I just bought our first home in Albuquerque, New Mexico. Yesterday at 9pm last night, a man rang our doorbell and claimed he worked for ADT and was pushing us to purchase a new home protection plan. He would not give us a card with his information and did not present us with and ID.

He was incredibly out of line and commented that I was in danger of being raped if we didn't purchase ADT. As a sexual assault victim, this kind of comment during a sales pitch is especially damaging. Using trauma to manipulate people to buy a product is horrible.The entire experience was extremely aggressive, violating and we felt he was attempting to manipulate us using scare tactics.

This experience made both my husband and I completely averse to buying ADT products. If this type of sales attempt is a part of this company's operating procedures, I would not every purchase any products and recommend the same to others.

I would ask that corporate request the Albuquerque office to more fully investigate this incident. If the person involved is not an ADT representative or authorized dealer, I would as corporate sever ties to this company/dealer and ensure better sales training and education.

I have considered taking this issue to social media, but am hoping that there can be some kind of action and explanation on the company's end. If this person is not a dealer or ADT rep, then I believe the company should alert local police to give notice of a potential scam.

I had the ADT tech come out 5/29 was here 8 hours and didnt accomplish anything but to literally leave me the equipment uninstalled and not properly working. I was initially charged 106.19 for the appt. to be set. Then the day of the installation i am being told i have to pay an additional 320.72. in which i hesitantly paid because i had never been told by sales Rep. or the sales manager that was due at the time of install. Then after all the fuss with the Tech. he called his manager 4-5 times with all the troubleshooting his incompetent self couldnt figure out and finally the resolution his manager tells him is to tell me i will receive 3 addtl. certificates for the visa cards. Now today 8/3/18 they are saying there is no record of that for me to receive my cards from MPELL. thats BS!

Need repairs to ADT eqpt that have been in my home since 2015:
1/ DVR not working,
2/ 4 outside cameras not working,
3/ monitor not working,
4/ ADT pulse app on cell phone not working
** these 4 problems cause my PTSD and anxiety medical diseases to escalate. I am unable to use cameras to see who is at the front door. As a result, I have to tiptoe to the side of the house, and peer out of the miniblinds to see if I recognize the visitor / criminal.

5/ requesting free labor, free parts, and free service call to get ADT alarm running properly again (see above). I have paid this monthly ADT bill in good faith.
6/ Upgrade landline (black & yellow wires outside the house in the eqpt box) service to satellite radio with a SIM card. Upon install, I requested a satellite connection, and today the service technician, Mr. Javier, showed me that I had a landline connection. That means any criminal can cut the two wires and have free access to my home- since alarm would be disconnected by the criminal. Theft & burglary are rampant problems in San Antonio, the 7th largest USA city. Neighborhood breakins occur daily!
7/ Receive a monetary refund for faulty equipment since January 2018. Why pay for ADT alarm features if they don't work? The standards of a reasonable person would concur.

For the record, AUS (an ADT vendor) performed the October 2015 installation. The technician was Hector, the salesman was Art Blackman, Tom was the owner of the San Antonio AUS business, and Scott Gonzales was the sales manager for the AUS company.
I was told today that AUS was purchased by ADT, and Scott Gonzalez is the owner of the San Antonio CSG alarm group.

Allegedly, Tom the owner was a slime bag, and ran the company into bankruptcy.

All I want is peace when I am home with a properly, fully functioning ADT alarm system that is repaired.

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8/2/18 To Whom This Concerns: 
From: Maureen Montgomery 
[protected]
Physical Address - 13026 Hunters Breeze, San Antonio, TX, USA 

Today, I was a victimized customer that experienced an absolute bait & switch attempt to force me (a three-year contract holder) to PAY for updates and replacement of ADT owned alarm equipment (four outside cameras, DVD, etc.). 

My ADT Contract ends on 10/30/18, and this dreadful situation obviously reveals that you will lose me as a customer, and I promise to bad mouth your company with truthful facts that I have experienced since January 2018. 

Today, I opened up two corporate tickets w three ADT employees on the telephone.
1/ 7684160 case # 
2/ 7679800 work order - created by Jade Halls, phone [protected], Ext 112167 
3/ Alissa - Sales & Add On's, extension 1191163. Alissa offered me a solution: "to buy new ADT equipment, to get my alarm running properly." 
FYI - Alissa's brilliant statement may work if I was mentally impaired or filthy rich. This is a horrible example of customer service. I need extreme help from your team (technical support/repairs, public relations, customer service, public affairs, investor relations, legal, risk management, and a great need for a competent repair technician - ADT employee or third party sub-contractor that can solve ADT alarm equipment problems at my home). 

I am seeking free help for labor & equipment repairs to ADT installed alarm equipment that has not worked since January 2018. 

Today, a "third party"technician that is paid by ADT appeared at my home. "Javier" stated he represented ADT, and only repaired the ADT Pulse located on my cell phone problem. Unfortunately, Javier stated that ADT does not repair/replace their own ADT equipment which has been at my home since 10/30/15 (DVR, 4 outside cameras, monitor, QMEye sensors problem). 

Please share this information with intelligent and savvy team members who can provide a free solution to me. 

Sincerely,  
Maureen Montgomery 
##
8/2/18
Absolute bait & switch attempt to force customers with a three-year contract to PAY for updates and replacement of ADT owned alarm eqpt (repair of four cameras, etc.). My Contract ends on 10/30/18, and I will switch to an honest alarm company.

Opened up two corporate tickets today on the following telephone number: 1-800-ADT-ASAP:
1/
7684160 case #
2/
7679800 work order

I will settle this great problem with the SA BBB or Corporate BBB. Today, a third party technician appeared, representing ADT, and only repaired ADT Pulse on cell phone. He said that ADT does not repair/replace ADT equipment located at my house (DVR, 4 outside cameras, monitor, QMEye sensors problem).
##

Installation Date : June 18, 2018
The company changed what I ordered prior to even coming to my house to install my system, maybe its my being nieve but I thought I was renting their equipment but not one person from start to of the service till we got finished told me that this was going to be a $5000 equipment expense, the Supervisor at the Indianapolis office told me that my bill would be 19.97 for 12 month and then go up to just under 40.00 for the remaining 2 years, he told me that I would have 1450. some dollars for equipment and I thought that at that point that was going to take care of the equipment. then when the guy came to my house he was there for about 10 hours he knew I had been up all night the night before when I scheduled the apt and the supervisor PROMISED me that he would be there only 2 hours 4 at most and he was there 10. The tech put smoke alarms in my home duplicate to what I already had, I told him that I didn't need those but he was trying to drive up the cost, he put a horrendous siren that is as loud as a fire truck outside my house that I don't need, they changed my order before he had ever came that day from the system that we talked about on the phone from the basic system to the pulse system which was at least $30 dollars more on the month. I had originally called to get a pendant for my daughter who has seizures and was told by the supervisor that it was just what I needed and he was going to give it to us free and to find out after the Tech got to my house that day that it did not do what we needed and I told him then the system was not what I needed but he just kept talking and stated he would get us a discount 10%.
Each time I have called them since I (within the last month and 1 or 2 times within the cancellation period) all I got was double talk and nothing ever settled, More untruths or to be honest just out and out lies, disrespect, my alarm has gone off 2 times with NO call from ADT and more rudeness when I asked them why. Then I thought I would give it one last shot in calling the Tech who put my alarm system in and in the short time I talked to him he basically said "I don't know and they shouldn't do that and I gotta go" and that is where I am with ADT...What they have wanted from the beginning their hand in my bank account taking money FOR NOTHING IN RETURN...CONSUMERS I DO HOPE ALL OF YOU SEE THIS AND STAY AWAY FROM ADT IT IS JUST A SCAM TO TAKE YOUR MONEY. I WILL SOON BE JOINING A CLASS ACTION LAW SUIT BECAUSE THEY LIED TO ME FROM START TO FINISH!

I called this morning inquiring about ADT after setting up electricity in my new home. The representative was fine until I told her that I was not able to pay the $44 a month. She then tried bullying me into paying for the service by telling me since I was able to finance a house that I am able to pay the extra amount for security in my home. She continued to tell me that I am able to pay it multiple times without her knowing my financial standing, or even the state of the house I recently purchased. She was rude to me and was bullying me into the service. She should never tell someone who is telling her that they cannot financially afford the service, that she knows I can and just didn't appreciate home security. I will never have ADT if this is the service I will receive. I asked her throughout about how much the service was and she would not tell me until the end. I only asked BECAUSE I HAVE FINANCIAL DIFFICULTY

I requested for technical support since the Home mode did not alarm after opening the door. The technician came today and was very rude to us, and he signed the work completion notice on my behalf in spite of telling to recheck the system one more time as there seems to be some loose contact. We did not expect this type of Behaviour from the ADT Tech Support. Now, we are scared of calling the Support guys to fix the issues.

Customer Number: [protected]

Stay awake from hete, waiting over last 16 months for a response to overcharges, e t.Getting ready to use this place and hire reputable firn, Run fro. Them do not hire them Tim long.I am o quarterly pay and they are try I g to charge extra 1.00 monthly cause they breach contract, Erite, ceo, new York and 33rd no response just like this will be ignored .Stay away.what is my coverage, how much for SERVICE, CALL ect, call just get boiler rooms, lied to.D

Canceling my ADT security service has been the most ridiculous process I have ever undertaken.

I originally called last Thursday (7/19/2018) to cancel my MyADT subscription which was relatively easy (after I paid for the remainder of my contract period). After that I was asked to send them an email with my handwritten signature attached to confirm service cancelation. This is due to the fact that I was unable to remember the password that the technician gave me when I initially had the service setup.

After sending the final cancellation email I was then billed two days later for another month that I had already paid for!

Calling the support number yet again gave me another service rep that clearly couldn't care less about my issue. It is now Monday 7/23/2018 and I still have not received confirmation that my service has been canceled.

Overall this company is straight up awful. I will be sure to warn everyone in my network of how terrible it can be to deal with them. Any company that makes it difficult to cancel services in this day in age doesn't deserve a single customer. You suck, ADT.

Hello Peter

ADT Fadelity has become the worse security company. There is no service or calls when the alarm goes off. When ADT traded alone they were the IT security company their service was good but now that they joined Fadelity its the worse ever. It has been a whole month hence still no one has responded to me. It seems that your company doesn't need my business anymore and that i should look for a company that gives me better service. No one even calls to give any feedback;...

My mother Bobbie and father Richard Lloyd have had Adt for the better part of 25 years until recently they have been satisfied. Earlier this year the bill reflected a charge of over $300 so we called was told it was because they were not on a contract so it was agreed they would move Over to a contract after 2 calls that billing was corrected yes 2 additional calls. They changed phone providers so of course a tech had to come out and they were told there would be no charge. oh but after the tech gets there he tells us oh it's only free for the first 30 mins he rushed to get it done but had to call for directions a couple of times but that irrelevant because we were told there was no charge. now how can They trust their safety and home is well protected with this security system provider when all we hear are lies and misrepresentation?

Did exactly what was asked, filled out the form for Mpell, included a cashiers check for requested amount (don't do it), included copy of contract, sent one week after ADT finished install, with all information requested. Never got ADT/MPell $100 visa gift card. Bothers me that you have to pay Mpell to get a rebate. Since install I've had nothing but problems with alarm system. For no reason starts dropping zones and beeping. Contacted ADT and after 30 minutes of troubleshooting they sent tech. Tech says the RF is getting interference, will install new system in one week. Waiting...

ADT home security is the worst company I've ever used for anything. Customer service is rude, they don't are about your problems, slow, and they only care about your money. Installation fees were well of $200. My mobile app doesn't work and they refuse to cancel my service because I'm "under contract", even though they claim they have a service money back guarantee.
Do yourself a favor a do not get ADT.