ADT Security Services
Reviews and Complaints

Arranged with Dealer for installation of Security System in our home. Discussion took place over the phone with a REP and details were agreed too. Authorization granted to Rep to take intial amount from our Canadian VIsa. Advised all other amounts will be discussed and arranged with the installer. Installer arrived however his instructions were different than what we agreed too with the REP. After many phone calls to the provider we came to an agreement and proceeded. At the end of the installation we walked thru everything and did the paper work. Which included a document to cancel the contract and purchase within 72hrs. We requested from the installer the access code for the main unit which we didn't get. Upon calling the Customer Service Dept., and getting the run around from many people, we were told this is not given out even though we technically owned the equipment. Our overall comfort level with this company had by this time vanished and we opted to cancel our agreement. Upon asking for the an email address to forward our notice of cancellation we were advised they don't have an e-mail address and it has to be faxed. In accordance with their instructions we faxed the notice to the number instructed on the morning of Feb 2, 2012. The date by which the document had to be received. Noting this was a time sensitive issue I followed up with a phone call to ensure receipt. Again after being passed around I finally got a Manager who then informed me the Fax number I was given was incorrect(!) and I needed to forward it to another number which I did immediately, now being shortly after 1:30PM. Realizing that the security system would need to be returned we waited for contact from the Company to make arrangements. Then Feb 6th, a Paul from the Temecula office called to make an appointment to come to the house, wanted to discuss the matter and possibly see if our concerns could be resolved and stay with the Co. We then got a call from him at the appointment time scheduled for Wednesday, Feb 8, he wanted to clarify things, said we show as being up and monitored on their system. Explained that we had cancelled the contract and thought he was coming to take out the equipment. Said things seem to be somewhat confused he would talk to his Manager and get back to us by the next afternoon, Thursday Feb. 9th. We had no call for followup. On Friday Feb. 10, 2012 I obtained the phone number for Corporate Customer Relations. I then spoke to a Lamar Breland at ADT Corporate asking for the email address of Mr. John Koch CEO as I felt it necessary to apprise Mr. Koch of the inaction and seemly disrespect shown to their clients. Mr. Breland advised I could e-mail him my concerns and they would be dealt with. I did this on Feb 10, 2012. It is now Feb 15 and I have not even had the courtesy of a reply to say it is being investigated. No arrangements have been made to pick up the equipment, nor have we been advised as to when we can expect to be reinbursed the monies they have taken to date. Time is of the essence in this regard as alternate security arrangements need to be made in short order.
All that we want is to return the equipment, ensure the monthly monitoring is cancelled and issued a refund of the monies collected to date being $356.65 for the equipment and $37.19 for prorated and first month monitoring. It was our error in thinking that ADT a large and known provider of home security would be more than reasonable in trying to resolve any customer concerns which arise. It seems that poor customer service stems from the top in this instance. Our first impression with respect to the equipment order was only our first warning sign in dealing with this Company and we are certainly relieved that we made the correct decision to cancel the contract as we did.

ADT's technician came to install at my home and chose wrong place and made two big holes on the wall and damaged my wall . i have to contact with andyzhong (sales of adt [protected]) for long time and finally they chose a company to restore my wall but the results are bad and there were still two big patches on my wall. ADT asked me to pay the bill of restore of the wall and i paid around 400dollars . ANDY said ADT will pay the bill later but now 6 months passed nobady care the case and nobady pay the bill of 400 dollars and the sales man ANDY dispaired...

I met with (5) installers at various times, at their convenience and while each subsequent installer told me the last one did not know installation, and after over $2, 000 (it was supposed to be free installation) one damaged over head door, the ADT System still is not working, the door has not been repaired and they do not show up as scheduled, I am cancelling my contract. However, the ADT representative called and told me that she would make the decision about my contract and taking the system out after a final check by an ADT Manager. If they do not take the system out, I will, have already cancelled the automatic monthly fee. The system has not worked since I got it and cost more than $1500 more than was touted by the ADT Sales person. ADT is not reliable, wants to argue constantly, sends inept service personnel, forgets to show up when scheduled, and then has the audacity to tell me they will determine my cancellation. I really don't care what the heck they say, whether they call a collection bureau or what. Their system stinks as does their dishonest ADT ads.

My Business has used ADT for 3 years and only due to contract. I have had to call or have been called by ADT for false alarms and problems with the sensors etc... I called to cancel service prior to 3yr term and would be penalized so I did not cancel but was given the date the contract would be over which was at the end of August. I called and cancelled at end of September and sent in required paper work. I was told I would not notice until 2nd billing cycle so I called when I seen the auto deduction out of my account. They then proceeded to tell me I owed $200 because I went past 30 of contract which was never mentioned now I have to pay $200 more and no security. Horrible customer service and I highly recommend looking into a different security system. I am a small business and I feel they really took advantage of me.

I have been a customer with ADT (I thought) since May 2007. Due to financial hardship, my account went delinquent sometime mid to late 2010. I paid the delinquent amount to get back on track in May 2011. I called today to cancel the service and could not believe the run around. My initial call was to adt, then was told I was with home protection although my account is debited monthly by adt. I was further told that because my account was "renewed" in May 2011, I have an early cancellation fee of over $800. I want to know what recourse I have if any to get out of this without paying this outrageous fee. This is the last time I will ever do business with ADT aka Protect your home.

The sales woman was pushy. Even though all I wanted was a quote on price, she insisted that she needed a credit card to place an installation date, to have someone come by. "If I didn't like the service, you can send the installer on his way and not pay a thing." she said.

However, when I canceled the installation date 1 day later, the rep told me, "any money that has been taken out of your account will be refunded."

They took the $99 installation fee out of my account at least 3 days before the installation date, that the sales woman insisted was not binding. They SAY it will take 10-14 business days to refund the money. Amazing that it took them less than 1 day to BILL the money, but takes them 14 to return it.

No matter what this is deceptive business. If they do not refund the money, its criminal.

ADT in Roanoke VA is the worst business ever! I needed ADT for a ew small business in Roanoke VA on Williamson Rd, and it took them 3 MONTHS to get a sales rep to me to sell me service. I had to call ADT several times and ask for someone to come out. Once a sales rep came out he lied to me on several occasions and promised me promos that didnt even exist. The sales guys name waas Michael Farrley or something like that.

He missed appointments with me and left me waiting all day, Adt (he) also said first 2 months free no strings attached! That was a lie. He promised me an install date that never happened. He lied to me about coming by and said I was not at the store, LIE!

They are a huge SCAM and their customer service basically tells me to F off! If someone from ADT sees this they need to reply wthh a phone number of someone thatcan help me or I will spread the truth and my bad experience all over the internet. I will be changing service to another provider soon.

I have an alarm system. Last month i paid 1 year subscription for arm response with adt with andre mey of sandton branch. I paid r4662. 32. I send several emails to andre to link me up. He never responded to one email. On friday 4 november i requested a full refull. I have send emails to adt. Until today adt and andre have not responded. I phoned the call centre. The lady tried connecting me with maruis (Supervisor of andre) but met with no success. How can i get my money back since andre is refusing to respond to my emails and the call centre cant direct my call to the right person.

My daughter had ADT in stall an alarm system in her hopme several years ago. She opted to add the fir protection into
the contract.

Today her house caught on fire. She did not receive a call from ADT per her service.

After the fire was extinguished the Fire Marshall said the fire started in ADT panel.

In June 2011, I prepaid my security service through September, 23, 2011 with ADT. I was out of my service contract with them. In July 2011, another security company approached me with an upgraded system. I sent the cancellation request. My service was cancelled 8/20/2011. I have a $50.99 refund due from ADT. Originally, I was told I would receive my refund check around 30 days after the effective cancellation date. Of course, it never arrived. I called on or about 10/13/2011 to request the status of the refund and was informed it had not been processed yet. They told me I would receive a check within 3 weeks.
Of course, I still have received nothing. I called 11/3/2011 and was originally told by a Darrell that on 10/13/11 the check was requested and mailed directly to my bank. I thought this was odd but I checked all my accounts to be sure. Of course, nothing. I called back and was told by a Kevin that the check was mailed to my home on 10/19/2011. I told him I did not receive and requested they place a stop payment on the check and reissue. I am now informed that I must WAIT SOME MORE. Until 11/19/11 in fact, before they will issue a stop payment and process another check. Of course they don't do wire transfers or anything that resembles customer service. NEVER DO BUSINESS WITH THIS COMPANY! IF YOU DO NEVER PAY THEM IN ADVANCE!

I have been a Brinks (Broadview Security)customer for several years. Now that ADT has purchased Broadview Security, they refused to honor my existing contract, when I bought a new home and wanted to relocate my services to the new address. My old address was in St. Pete, FL 33705. I was told I would be required to sign a new 3 year agreement and that my rate would no longer be honored. I submitted an email to the company about a month ago and is yet to receive a response. I also spoke with customer service and received no follow correspondence from their management. I also submitted a BBB complaint, and ADT refused to atleast honor my existing rate. This is a classic example of lack of respect for loyal customers.

We had an ADT security system, then moved to an area where they do not cover. We wanted to transfer the system, but they could not, yet they want $400++ in cancellation fees! We do not want to cancel. We knew when we signed up that we did not need the system more than 2 years (less than the 3 yr contract). The sales rep. assured us that this would not be a problem (the service would be transferred or the fee waived), i.e., she lied to us. Further, they informed us that they could not forward our bill and could not send it via email - what's up with that? Google "ADT lied", we are not alone. ADT protects your home while stealing from your wallet. Sorry, but I cannot recommend ADT Security.

I have been with brinks since 1997 & never once had an issue with them. As soon as adt took them over, I had nothing but problems: auto payment issues, slow alarm response to no response at all.in april, 2011 I canceled adt service... Twice I told them to cancel. They continued to bill me and then turned me over to collections... We are in october 2011 and they are still billing me! I never signed a contract with adt or broadview and they continue to pile charges on me and ruin my credit with their collection agency.

I am complaining for my 92 year old mother. She had the security system installed about 14 months ago. Recently she had to have some basement repairs. The contractor discovered that her pocket door had been drilled through to install the wiring and then jammed shut so that she couldn't open it. She had wondered why she couldn't use the door. The contractor called for her to complain and an appointment was scheduled for August 29th. No one came. I have also phoned the local installer, Matt, at [protected] to complain. However, he never returned my call. Also, she understood that she was to have a monthly check, but that has not occurred either. This company is certainly taking advantage of the elderly. I will gladly report these instances of shoddy work to AARP and the Better Business Bureau if she does not get satisfaction soon.
Susan Kadinger [protected] or above cell phone.

Adt over-charged, again. This is the 3rd time. This last time was in regard to an upgrade I requested for their pulse system so that I could view my security system from my smartphone. After 4 phone calls, they’ve refused to correct it. I was promised a callback by a billing supervisor that never did call. Further, the pulse system has not worked reliably. Poor billing and customer service. Adt service is horrible and dishonest.

Waiting for Up grade to my system and while waiting on front porch the tech drove pass the house and did not stop. Call ADT main office and they told me the tech did come to the house and no one was home... LIED was on front porch with clear site of driveway beside have ADT Security camaras on location driveway inclueded. Called office13 times to find out where driver is... was told that a superviser was calling me back( LIED) no call back. Now here is the kicker...(THEY ARE PAID TO WATCH YOUR HOME)

I have had my alarm with ADT Securewatch for one year. Up to two months ago when my alarm was activated I never got a call. The tech came out, fixed the problem but could not explain what the problem was. Since he did 'something' now I get call backs. Hmmm! Their billing practices are horrendous. One month I am billed then may not be billed for two months resulting in accounting problems for me. I have repeatedly called customer service. They tell me that they have to transfer me to billing, when they do all I get is voice mail, in which they never return my calls. If you must get a security system, for your sake do not go to ADT.

I recieved a phone call for my husband and stated that he was not home and would take a message. The lady says "Well is there another home owner I could speak to?" I say umm me, his wife..Then she says "Who?" I said HIS wife ..me. She said well Mrs. Smith we offer..Blah blah blah blah..She was sooo RUDE.. She sounded like she was forced to work, and had no cheeriness to her voice..Just like Charlie Browns teacher..BLAH. I think this company needs to train their staff better..At ANY job when it comes to phone calls you always have a PROFESSIONAL mind set. No matter how rude, angry, sad, wrong, etc. the customer is..YOU always stay professional and calm...HORRIBLE service..I had no interest in buying the home security service after that..