ADT Security Services
Reviews and Complaints

To whom this may concern:
We purchased adt from protect your home in 2015 with the intention of moving sometime the following year. With the original purchase we were told there is no cost to the first move and that is where problems began.
Listing of service issues:
1) moving issues:
A) called nov. 2015 too schedule the move for late dec. 2015. The call was too schedule removal and install of system. We were asked to call back closer to our move date and give at least a 48-72 hour window from our call date to make sure someone would be able to come out. We called on dec. 19th and were informed the earliest they could come out was jan. 9 2016. On dec. 21st. We explained to the moving center that we had already given notice and the landlord had new tenants scheduled to move in first week of jan. 2016, so we had to get a date before jan. 1st..
B) we were told that due to the holiday's no one was available until jan. 9th 2016. I made several phone calls after that trying to schedule the removal and install before jan. 2016, the operator that I spoke with dec.21st. Said I should know that everyone takes time off during the holiday's and then giggled saying I should understand.
C) on dec. 24th we finally got it scheduled for dec. 31st and that would be the removal of the system only. I agreed and the install was then rescheduled for jan.11 2016.
2) billing issues:
A) we were told and per the contract that the same credit card used to pay for the move would also be used for any additional charges. Examples: additional equipment purchases, change of monitoring services and so on. We agreed to these terms and continued moving forward with the remove and install. We paid the $99 plus taxes with our credit card ending in 9756.
B) they billed the wrong credit card on dec. 31st. For a carbon monoxide monitor we added to our equipment. We do not know who's or whom credit card was billed, but we were blamed for giving the wrong credit card information and then accused of fraud by your collections dept. We let them know that they we were told and per their contract that they (Protect your home) would be using the same credit card for the move to charge us any additional services or equipment added. We spoke to jesus in collections on jan. 21, 2016 and he went through the file and apologized saying it was an error on protect your home part and he would fix it and charged our card ending in 9756 for $306.63 on jan. 21, 2016.
C) on jan. 28, 2016 we were billed $635.82 by adt monitoring service for the old house we lived in back in 2015. We called adt on jan. 28th asking for an explanation. After going through the records they realized a mistake was made and stated that protect your home personnel did not turn in the paperwork for the move so, they still had our old location listed as active. We let them know that on jan. 22nd. We paid the monitoring service in full for our new home. They apologized and reimbursed our credit card ending in 9756 on feb. 9, 2016. Again, making the statement that protect your home has still not turned in the paperwork.
D) on dec. 31, 2015 we added and purchased a carbon monoxide monitor. Please refer to 2-b. On feb. 11, 2016 I was credited back $306.63 on our credit card ending in 9756. I called several times asking why and was told every time that I had requested back. I tried to no end to explain the confusion that occurred back on dec. 31, 2015. I even let them know that jesus in collections understood what happened and apologized. But the customer service representatives said they could not see or understand why I was calling if I got my money back. We owed you protect your home this money. But again, no one wanted to hear the truth.
E) on apr. 12, 2016 we got a rude and harassing phone call from home protection collections dept. After several attempts to explain what happened on dec. 31, 2015 with the carbon monoxide monitor. I finally gave up and asked for a manager. The lady we spoke to said she was jesus's supervisor so she would not need to speak with him as she had all the information in front of her. The manger listened and understood me. She apologized for the issue's we have had with protect your home and I paid the $306.63 we owed.
F) on may 27, 2016 we received a bill from adt monitoring services. I called and asked what was going on, as we had canceled our contract and paid it in full in the sum of $1022.82. After explaining in depth and the young lady from adt having to call home protection to verify that I had indeed bought out the contract she noted the account and waived the bill for the $543.88. Again, stating what other adt reps. Had stated in the past “protect your home has not turned in the paperwork stating it has been cancelled and paid off in full”.
3) service issues and equipment issues:
A) after calling to set up a move date and accommodating both verbal and contractual agreements dec. 31, 2015 was supposed to be for removal only of equipment. Well, when the guys arrived and removed the equipment they decided that they did not want to return to install on jan. 9, 2016 or jan. 11, 2016. So, while I was moving furniture from the old house to the new house the installers asked my daughter to let them install on dec. 31, 2015, stating that it was their vacation day and they had to come out and that they would appreciate it if she would allow them to install. So my daughter called into work and took half a day off without pay to accommodate protect your home employees.
B) we purchased a carbon monoxide monitor which was to be installed in my son’s bedroom near the propane water heater as we had no other propane gas appliance’s in any other area of the home. They instead installed it in the kitchen after the installer called stating that we do not need a carbon monoxide monitor. I explained that the home was older and the water heater was in my son’s room so it needed to be installed in that room.
C) we checked the box to waive the how to learn the system as we already knew how to use it. We had the system since jan. 2015. We were not being monitored from dec. 31, 2015 – jan. 9, 2016 because adt stated that protect your home personnel had not turned in the paperwork. Adt offered to give us a free month of monitoring service which, we declined.
D) we called several times to get the carbon monoxide monitor moved. We were told that if I moved it and an accident or injury occurred that it would be my fault as I was not a certified protect your home installer. I understood and thought we had scheduled it for jan. 15, 2016. But on jan. 21, 2016, when no one had shown up I called and they said that we had never scheduled a carbon monoxide monitor to be moved only a problem with the glass breaker was scheduled and that was to be done on jan. 25, 2016 so, jesus in protect your home billing/collections dept. Said he would add it to the work order and it would be handled the same day as the glass breaker issue. Only the glass breaker issue was resolved. The tech stated that he could only do work that was scheduled on his work order and could do nothing else so we had to schedule a new appointment for the carbon monoxide monitor.
E) we called numerous times asking to speak to a manager, supervisor or the loyalty dept. And were given several excuses why we could not speak to one:
1) no managers are available at this time
2) we will email a manager to call you in 48-hours
3) managers have no authority to do anything differently than what we can do
4) left 3 messages on a manager’s voicemail too please call us back.
5) loyalty dept. Will call you in 48-hours
6) loyalty dept. Is backed logged almost 2 months so just pay what you owe and then you can work it out with them with any issues you have.

Since December 2015, I have not had communications between my residential monitoring system and ADT. Both my daughter and I have called to try to resolve this. However, ADT continues to bill me. I called back over 2 weeks ago. I was passed from one dept to another. Finally, speaking to someone in Loyalty, I informed the employee that since my contract expired 3 years ago and I was month to month, I would like to just end the relationship and not pay any other payments since March 2016. I was informed that I was not month to month but in a contract. I asked the employee, to please send to me a signed contract to my email address and home address. Two and half weeks later, I have not received anything but I am being billed. I am concerned that the non payment will miss up my credit. However, I did receive several surveys asking how was my service by the technician that came out to my house. No one has been out to my house. I just want to end this mess without having to pay any more money because I do not have monitoring service with ADT. Please help! I would like to get my home covered with a functional monitoring system.

I called adt on 04-15-16 and requested a Quick connect alarm system, I talked explained to them i recently had it at an old address and it worked wonderfully for i and my husband, We requested for them to cancel the adt pulse, The customer rep Raynard set appointment up for installation on 04-20-16, The tech was supposed to be Daniel, But instead a tech named Matthew that i had a complaint on a year ago almost, Mathew services was bad now and then, I called on 04-20-16 upset about mathew service and requested the regular tech in the begaining named Daniel who adt sent out on 04-21-16, Each and everyone of then assued me the alarm system they a installed was quick connect that i requested, I called complaning on 05-26-16 that the quick connect system is not working right and thats when Rep tells me i have an alarm system called Total security, They decieved me, I'v been calling to talk to someone, They are truely given me the runaround i want to cancel my services if they don't rectify the sisturation They have me on a 3yr contract for something i did not request, I want to take action, What can i do, I and my husband been long time customers and good credit, They are SCAMMERS.

I called to ask about adt — I had been dealing with another security company in the past. I was told I would be able to upgrade my current system for no out of pocket charges and have a monthly charge slightly larger than what I was currently paying but have better service. Someone would be at my home to install on feb 26 between 3 and 6. The person arrived at 4:30 and proceeded to assess the house. He then told me that we needed to convert to a wireless system and he would estimate the costs for me. An hour and a half later h e told me that for $493 outlay we could get the system he recommended. But we had to decide right then and there. We had dinner plans and so he said he'd wait for us to return and get to work on installing. He returned at 9:30 pm to install, but when I left the room he told my husband that we actually needed much, much more than he had told me. He left our house at 11:30 pm.
The next day he returned at 12:30 and explained that we would actually need to spend $1720 to get all that he recommended but he would set it up for 4 payments of $430. He took the rest of the afternoon to install and tried to add a few things that I finally refused. He then said we'd get a reduced bill if we didn't get the whole house alarm with flashing blue light on the exterior of the house.
I asked not to have adt have my credit card on record but to send a bill and I would pay by check.
Today I looked at my credit card bill and the entire $1720 was listed as was another charge for monitoring for $58. This is not what I was told.
My husband and I are 73 years old and I think this was a scam that takes advantage of us.
I called today to register a complaint and was told by a less than congenial agent that I agreed to it, so I had no complaint!
My first dealing with adt have been extremely negative. It is the kind of business that needs attention from attorney general office and bbb.
I hope you can respond positively to this.

Client # [protected]

I contacted ADT is January for a consultation for their services, they were recommended by a friend. They set up an appointment & had to take my bank account details & put a hold of $107 on my account. I don't know why I agreed to that even! So the representative came the next day & he went through the different options & I didn't like what was on offer so I declined the service. I was refunded the $107 but then they took 2 payments from my account. $30.30 on Feb 1st & $34.34 on March 1st. I called them & they say they have no record of these payments & I need to email them my bank statements to prove it. I just emailed them today . It's a disgrace that they can do this!

My husband and I were pricing a new security system as our contract with Guardian expires next month. ADT sales guy made it very easy for us to stay with Guardian Protection. He would not hear a word I said and had to repeat myself several times that we were just comparing prices until our contract is up. He was pushing and asked for my email address so he could lock in an appointment time for a serviceman to come out. He then proceeded to ask for a form of payment for the installation. I told him absolutely not and then I hung up. The next day my Outlook was bombarded with emails from everything you could imagine. Has taken me a week to unsubscribe to all the emails ADT sold my email address to. Do yourself a favor and go with Guardian they are very reputable and when I called to let them know we would be comparison shopping for a system they were cordial and said to just call us back if they want to discuss their services. ADT is nothing but a sales pusher now with no customer service.

(Adt: acct [protected])
On 2/1/16 with my permission, adt took $58.41 out of my account for my monthly service and $135.00 because I am purchasing the equipment and it was set up in installments back in november. After that, adt, by mistake took $331.50 out of my account that I neither authorized nor knew anything about until a few days later when I went online to check my account and pay bills. I call them and they tell me that someone in billing made a mistake, but they put a credit on my account so I don't have any bill to pay for the next 5-6 months. I tell them, no, I want the money put back in my bank account. This is adt's mistake, they should have immediately notified me and credited my bank account. They tell me they will credit but it will be in there in 7 days at most. Nothing else I can do. This week, I check my account, money still not put back in my account, I call adt, ask for a supervisor who promises me it will be in my account by today (Friday, 2/12/16). I check again and it's not in my account so I call adt again and this time they tell me that it's on a 15 day hold and it will be back in my account in about another week or two. This is crazy. Adt made a mistake, I get it, but why do I have to pay the penalty for their mistake and how can they get away with holding my money hostage! They keep pushing it back further and further. I think they want me to give up and go with the credit, but that is not going to happen. I am furious!

Anne mccaul

had my alarm system upgraded and additional beams installed in November 2014. Since then, i have had ongoing problems with the system. Everytime we activated the alarm system and left the premises, after about half an hour or so, the alarm triggered off, This has been ongoing and i have been reporting this matter countless number of times. Technicians had also come to attempt to repair the system on many occasions but, it continues to give us problems. This can be verified with the control room. This week, Portia Letsela sends me an sms informing me that she was going to deduct R8200.01 off my account, it being a long outstanding debt. I tried to get hold of her to discuss this but she was unavailable, I discussed this with customer services and they logged this on the system as to the reasons why i did not pay. Yesterday, the debit order went off my account without my authorisation and without even a single phone call to inform me of this. I refuse to pay for a faulty alarm system. I want the upgrade to be removed. I intend cancelling my subscription today and i am requesting R8200.01 to be refunded Or else i am taking legal action against ADT.

I am constantly getting phone calls from ADT trying to sell me a home alarm system. When I tell them I am not interested they keep trying to sell. I ask every time to be removed from their calling list but it does not help. https://www.adt.ca/en/home-security.html is their website. When I call their office all I get is the run around from person to person and then left on hold. When I asked to speak to a manager I get a phone recording to leave a message.

If you google "ADT Complaints", you'll learn all you need to know. I'm writing this review to add my voice to the number of complaints out there. They are misleading in their sales pitch, don't explain the terms of contract, and literally keep hanging up on me when I try to cancel. Never, ever give this company your business.

ADT broke the contract November-January. I wrote the company as asked to release me of my contract without penalties fees and have been ignored. In November I received notification the bill would be changed. I called and asked if they could honor the contract at agreed upon price a year and a half ago. I asked for my contract to be sent to me. A week later I received a notification stating "Dear Valued Customer" "We were unable to locate your contract". I did find my contract and it states if I write in a letter asking my price to be moved to the agreed upon amount and if it was not done then I can be released from my contract without penalties. I did write a letter with the letter stating they could not find my contract and with the contract agreement. I have tried to rectify the situation with two reps and a manager and all have given me the run around. One lady said she can reduce my bill to 29.99, when I told her I didn't want that and still wanted out of my contract she said I could wait to hear from a manager 24-48 hours later. Then later that night a nameless manager left me a voicemail, so when I called back, a new rep said they made the mistake and refunded me the money and that they could reduce my bill. Then I spoke to a manager Shameika Jefferys and she was saying I was rude and that ADT did not make a mistake and that I am not right. She said there is no way I can be released from my contract. I asked her to have her manager call me and she said that she would not. I then asked for her manager’s name and number- she would not provide a email or phone number. She gave her name but I have not heard from her yet. These people are super hard, talk over you, and try to do everything but admit that I did what the contract states. So annoying.

We just upgraded to ADT Pulse. We were told that the installation fee would be $21.25 as a "special" for being existing customers. We were also told that we would save money each month by upgrading to pulse and by paying monthly. We just received a bill for $99.00 for installation. The bill shows the $21.25 we payed, but now they want an additional $99.00 for the cell guard--that is apart of pulse. Complete misrepresentation! The monthly bill went up to $70.00 a month--15.00 more. I was on the phone for 30 minutes-talking to 4 people because no one could figure out the extra $99.00 charge. I feel completely hoodwinked by this company!

Gotta love sales people... Once they make the sale, then you are dust in the wind to them! We had our system installed a couple months ago... Had a heck of a time getting it to work, supposedly because it was the latest and greatest base unit?!? The technician was out here while we had a sitter over and could not get the pulse system to work... He went through different units, reset them multiple times and then said we needed to open ports in the comcast router... Ok, why? That opens security holes in our internet?!? So we need to make our internet vulnerable to hacking in order to make our home safe with the security system?!? Effing ridiculous... He got it all to work and we could access the phone app as well as see all the triggers on line at myadt.com. Then... Our router was acting up, so we had to reset it. Now the pulse has not worked since 12/4 and we cannot see anything on line nor use the phone apps?!?! What the hell are we paying for? Now we have to have a technician come out, were told there may be a charge and that he should not have to open ports... We shall see?!? The representative on the phone was rude and ignorant and did not want to hear what I was telling her had to happen when the technician was here... Because she knew best because the notes on the account told her so?!? The tech never even wrote notes about returning and getting the system to work?!? Dum-basses...

We have subscribed to this service since 2011 for my mother-in-law. Last week she had a problem with a transmitter making noise. She called ADT and was connected to a "customer service representative", who was anything but that. He was rude and, and totally unhelpful. ADT wanted $80.00 for a 15 minute service call, and $130.00 for anything over 15 minutes. She explained that she was 90 years old and on social security, he acted like he could care. She called to cancel service after the incident, and was met by other rude "customer service representatives". My wife and sister-in-law called today to cancel, since WE pay the bill, and they talked with the "customer service representatives" 4 times before adjudicating the matter, then they had the nerve to try and talk us into staying with this poor company. They are billing us for an extra month as 'you have to give us 30 days notice before cancelling'. NOW WOULD ANYONE WANT TO DEAL WITH SUCH A COMPANY. We have switched to Bay Alarm which has a much better rating and seems like better, more personable employees.

I have not been a client of ADT acc no;(EXE00001) for at least a year and a half. About 4 months ago i started getting SMS's saying that I have been handed over to a debt collecting company. I contacted the company regarding the collection and they could not give me any information or provide documentation why I owe the money as per ADT. I have requested via email, sms and phone calls to send me the relevant documentation so that we can resolve this matter. When I contact the debt collecting company they inform me that they have requested the documentation and as to date has not received any from ADT. I then tried to get the invoices directly from ADT but they could not provide me with the documentation as well and pass me back to the debt collecting company. The debt collecting company threatens me to black list me should i not pay! I informed them I can not pay should I have no documents and they can not proceed with legal action until this has been resolved.

Absolutely amazingly bad. 2 hours on the phone, on hold, transferred, hung up on during transfers...NO ONE seems to be able to be the right person to change my account address. I told them that the initial installation house was temporary and it was being sold soon, and they assured me I could move the equipment to my own house (I bought this for my mom's house originally, and we've since sold the house.) I cannot get through to them to cancel the billing on the original house, they LIED to me about the contract just rolling over to a new address (I am now on the line for a whole new 36 month contract...none of the previous months count now) These people are impossible to get a hold of, they only have customer service available for buying a product. Their service is HIDEOUS for existing customers. DO NOT SIGN UP WITH THEM.