ADT Security Services
Reviews and Complaints

I shouldn't be saying this at all but I want to get it out to the public that ADT and Secure watch are two different companies. Secure watch is an authorized dealer or ADT but they are giving ADT a horrible name. My Husband is a installer for Secure watch and the stories he comes home with absolutely horrify me. If you get your system installed with secure watch you’re going to end up paying more money monthly because they are their own company. I just got off the phone with ADT because I received a flier in the mail saying that my bill could be 29.99 a month instead I am paying 47.99 a month. The reason why is because I went through a private contractor. So if you want to get ADT I would recommend going through the actually company of ADT and not secure watch. Also the scare tactic that the sales people use is horrid. They come door to door and tell people that there were recent break in within the neighborhood and I know this must be a company policy because they said the same thing to me in NC as they did to my mother in FL. Please if you are elderly watch out because the salesman will target you. There is a salesman that goes by the name of DOC in the Fayetteville, NC Area and he will tell you anything to try and make a buck. He is known for taking advantage of literally 98 year old women that don't know what they are even signing or getting into. So if you are older or you have older parents please talk to them about this because they could fall victim to this awful scam of secure watch. I hear all the stories when my husband comes home. The Fayetteville NC office has a manger that doesn't know what he is doing at all and he is racist. The only new people he will hire will be his cousins which of course all happen to be black. They give the black guys all the best jobs while the white guys are the ones that are sent to drive to South Carolina for a job. This is a horrible company and it is all about the money from the top management down to the sales person. My husband has a conscience and will refuse to do a job of someone he knows has been taken advantage of. This company is domed and it will be a matter of time before they get shut down. But then again it’s all about money in this world so who knows. I just don't know how some of these people sleep at night with doing what they are doing.

ADT door salespersons are way too agressive! The sales rep wanted to come into my house several times when I said clearly said no, that I wasn't comfortable and that I needed to tend to my infant daughter. He also spoke to me in a condescending tone and was rude when I tried to decline. This happened multiple times through out the convo but he kept persisting so much that I had to be rude and raise my voice. I felt bad for being rude but it was the only way I could end the conversation. I understand that his job is sales so being persistant is needed however at some point if the client is saying no (multiple times no less) then that really means no. This experience has really turned my off to ADT.

In February I called ADT/Protect Your Home Co to have an alarm installed. I was quoted a price to have the system fully installed in my house including door sensors for the front door, and two rear glass doors. Once I agreed to have the system installed and the tech came out to my house, I experienced ADT's first false advertisement. The system included in the price quoted to me does not include monitoring glass breakage of the rear doors. Instead it only monitors someone opening the door. I know how to lock my doors, I'm specifically concerned about someone breaking the glass and walking through the door without opening it. I was not in the mood to argue with the tech so I paid the extra amount.

Several months after the installation, I received a phone call saying that I had to pay a permit fee. I am certain the sales man I spoke to originally said that they would cover all permits. I told the person who repeatedly called me at work that I was told I did not have to pay this permit fee. After several calls, I asked to have the system removed and a full refund to which I was told that I would still have to pay out the 3 year contract. I asked to speak to a manger who immediately told me that the permit was already pulled and that I did NOT need to pay it. I asked him why I was harassed to pay this fee to which he simply apologized and assured me it would not happened again. Earlier this week (end of May) I got another call at work telling me I have to pay the permit fee. I told the person that I already spoke to a manager to which she said that the Manager said that now I had to pay the permit fee.

I wrote ADT directly but four days later I still have not heard back from them. I can only assume that they approve of Protect Your Home's unethical behavior and deceptive sales strategies. Yesterday I received a letter from ADT/Protect Your Home with a collection notices saying that I am overdue on my payment.

In 1989, I owned a home in Moreno Valley, CA. I had an ADT account for the full house security system, one day I had received a call while out with my family at a movie theater, that my alarm had went off. When I had gotten home I was told by the alarm company that they had to enter my home through the upstaris window through my daughters room to see if there were any intruders in my home. I was told that no intruders were found. Later on I was advised that an investigation was being performed on myself and that the ADT Security Company was there when the law enforcement officers were ilegally searching my home.

I thought site was honest however I learned thru google search that it is a 'scam' company... They gave me a usps tracking number for my order... But post office said that number does not exist... I notified american express and cancelled my credit card... They already hooked me for 46$... And were not getting anymore... Paypal was the go between and I have lost faith in them too

For nearly a year I have been trying to get ADT to fix a wireless alarm that sets itself by itself and goes off at all hours. When a serious alarm goes off such as detection of fire or breakin, there is no telephone call from ADT to verify whether there is a problem even though when I call them, they verify that they did receive an alarm. In all fairness, ADT credited my account for three months of service that wasn't being provided. I have asked for the manager in Mobile, AL to call me, but there is no followup on the problem. The company has sent technicians out repeatedly, replaced the control panel and then most recently told me just don't use it. Yet they continue to bill me for the service, and the alarm sets itself without my assistance! They don't know how to fix the problem and have no interest in fixing the problem. I had to pay over $1, 300 to upgrade to this system that has never worked properly. All I want is a system that works and a company that responds to the alarms it receives.

I have had a horrible experience with the adt company. All I had was a question. Can I change "this" about my service? After speaking to many reps and all they could do is tell me I needed to speak to a supervisor, nothing was answered. All the supervisors asked is "does this have to do with adt", while i'm trying to explain how it has everything to do with adt. The other only thing we discussed is who gave me the number to them and why that person did that. I did not have these answers nor did I care about those questions. I am calling to discuss my situation, my inquiry, not the supervisor's bad day! I was even called rude from one of their supposively "top" supervisors. Since no one else could answer my questions they forwarded me to ms. "roberta" and finally feeling releaved about speaking to a supervisor whom I thought would provide excellent customer service, when at this time... My question is still unanswered and I am still unable to contact anyone who can help. I would advise no one to use adt if they ever want to contact them or change anything about their service. When we were getting it installed everything was great until it was finished... Now they are nonexistant for my company! Will not answer the phone, will not answer my question, will not contact me back.

What a horrible customer service experience from such a wide known firm.

Hi Please see all the attach documents that I have been sending to ADT security. I have phoned them like 100 times and they never available I will leave messages and if i'm lucky they will maybe phone me back . Please note that I'm still waiting for someone to attend to my property and contract with out luck this has been going on for months now, they have lost my dog, They falsely sold the system to me, Respose times time poor, Dont check my property just report all in order. Please can you help as I dont know what else to do with them to get this problems sorted out. My email thessa.[protected]@yahoo.com I send all corespondense and I think I have more I phoned again twice today and left messages but no one phones me back to get this sorted. They will contact me as soon as they see I made contact with Beeld or someone else after that no response.

I had home security service with adt for 20 years and always paid my bill in advance for the entire year ahead. Sold my house and called adt to cancel service in november2010 effective january 1, 2011.
They continued to send me bills for 2011. I sent them 2 letters and called them twice on the phone. They pretended that I never cancelled the service and owe them for 5 months.
I have reported this to my state's attorney fraud division. Will never do business with this crooked company again.

Buyer and User Beware
We returned from a vacation to find our house had been broken into.
But we had an alarm from ADT, so we "thought" we were protected. We soon found out no alarm had been sent because the burglars had cut the phone and cable lines. Lines cut no alarm. As we found out we had to have a backup system. When the phone lines are cut there is no signal sent telling the alarm company this. So the only high tech tool burglar needs is a scissors to cut the lines . So much for the digital barrier shown on the commercials . We were never told that our system was worthless without a backup. So if you have ADT check your system. If you are looking for a system look elsewhere. The help I received after the robbery was non- existent. They are too big and don't care if you are unhappy or even cancel. I could go on but hope the point is made .

I have also learned the hard way!. I cancelled my service with adt on the 9th march 2011 and specifically asked the accounts department whether I will be billed again in april as I was leaving the premises end of march and was told I would not be billed again, lo and behold on the 2 of april I was debited once again!. After being pushed from pillar to post and ending up with a jaques who sweetly told me it is a calender month that's why it went off, after venting my spleen somewhat on him and in no way being personal towwards him he put the phone down on me. If he still corrected me or asked me to remian calm I would not have gone on a campaign such as this but I only recently found out from one of their salespeople (Warren) that I was actually entitled to 1 (0ne) years free response as my wife had passed away and the contract was originally signed in her name. Nice, once again no one communicates with the client but rather let it slip though and let the customer pay religiously every month. Shame on you adt I am so glad the cpa has come into effect, this will hopefully take care of scoundrels such as yourselves in the long run! This is the exact same complaint that I placed on hellopeter.com, I believe the public must be informed of companies such as these and not just willingly put their signatures to paper by believing everything that is explained to them by the respective salesperson. Shop around and get other companies to give you quotes on security, the figures speak for themselves as there is daily valid complaints about this particular company.

An ADT sales rep got us to sign up for service by promising us a month-to-month plan that could be canceled at anytime for any reason. “Nothing to lose” he said. In a classic bait-and-switch we were placed on a 2 year plan with a $500 early termination fee.

We discovered this by accident when contacting ADT for an unrelated issue. Over the past 6 months we have spoken to countless ADT customer service reps and managers, while they believe we are telling the truth, all tell us there is nothing that can be done.

One rep went as far as to tell us ADT is in the business of making money and therefore would not alter our contract as it’s just not company policy to do so. The sales tactics of the ADT sales rep who sold us our contract were both unethical and illegal yet ADT refuses accountability.

We are frustrated and disappointed in ADT as we expected much better service from such a large firm. Google “ADT lied” and you will see we are not alone.

Adt stop calling me! I have a new business line, I work from home, and this # is on the national do not call registry. I get repeated calls everyday. I have asked them to stop. I am so sick of it. Stop calling my business line, and do not call me in general!

This place is a Joke.I went four times for an interview and got nothing but Great comments from each manager. Ive got 12 years in Sales and they loved everything about my resume and Bacground . The last guy that talked to me talked to me more about church than the freakin job, asked if I was a god loving man, what denomination, and so aon, would not shut up about it. And because I answered wrongly I am sure on a few of those because I was sick of getting hounded on religion. I went from hey you start next week to never hearing back and noone returning a call. Found a great job after that and worked out for the best. Best thing I can tell you if they are real is Dont drink the koolaid.

After lightning damage to my alarm system ADT send out a techincal team for the repairs and advised me prior to the repairs that the repairs is fully covered i.t.o. a policy that I have with them. After the repairs was done I asked them to return on two seperate ocassions to attend to specifics as the repairs were not completed. A few weeks later I received a call (just after I terminated the contract due to the difficult economic climate) to tell me that I owe them for the repairs as the 'policy' that I had does not cover the full amount of repairs. I corresponded with Anette Jacobs, cleared up a number of issues, and was told, in writing, that she will request an investigation from techincal and will keep me posted. This never happened, last week, 8 months after Anette undertook to have the claim issue looked at I received an sms fro ITC that I have now been 'handed overblacklisted' for the above - and the technical team did not even bother to return to complete the repairs! IT APPEARS THAT WHEN ADT REALISE THAT THEY ARE IN THE WRONG - THEY SIMPLY IGNORE THE ISSUE (AND THE CLIENT) AND HOPE THE PROBLEM WILL DISAPPEAR!

Scam! Offer same product as everyone else but charge 3x as much. Lock you into a 3 year contract. Looks for decent credit score so you don't want to ruin it by breaking contract. Treat employees like crap and won't even give them discount on services, cheats on commission and refuse to give their tax id no. Eventually company will go down because of poor customer service dealing with noncorporate secondary companies that resale for them. Non competive in todays competitive market. Don't believe the lies the sales reps tell you. They are thieves that steal from the company and steal from customers...I know someone that works for them.

This is an account of our experience with the home security service
provider ADT Security

We left for a two week holiday on the 8th December. That morning, we
changed all the batteries and tried to arm the system. We encountered
error signals and over the phone with ADT Security help desk, we tried
various things (including triggering the alarm at 7am in the morning)
which ultimately did not work so we asked them to send a technician.
They said that they needed to check the schedule and get back to us.
We did not receive a call and I had to call them again from the
airport to ask them to call my father-in-law to schedule an
appointment.

When we returned to Singapore on the 23rd December we were surprised
to see their technician at our house and were horrified to be told by
my father-in-law that the alarm had not been working for the whole
time that we were away. He told us that they had called and told him
that the earliest appointment would be the 22nd. He figured by that
time it would make more sense for them to come on the 23rd when we
were around.

ADT's technician announced that 2 out of the 4 batteries in the motion
sensors were weak even though we had changed them all on the day that
we had left.

We called the help line, got ourselves to customer service team leader -Azman.

We wanted to know

1. What did they think they were selling? If they are selling a
security service how could they knowingly leave the house unprotected
knowing that their system was down. How can their answer be that it
was First Come First Serve for technical issues?

2. We had emphasized that the house was going to be empty except for
the maid and there would be occasions when she would have to leave the
house unattended. It was very clear that there was nothing that
anybody in the house could have done to arm the system after spending
an hour on the phone with their help desk.

3. Why should we trust ADT with the security of our home when the
customer service could tell us that service and maintenance is only on
a first come first serve basis and that the earliest date could only
be the 22nd when we made the phone call on the 8th.

At this point Azman interjected and said that the appointment for the
22nd was not set on the 8th but on the 10th. Which meant that they did
not even get back to my father-in-law when they knew we had problems
that day.

As he could do little more than to mouth the usual
we-could-have-done-better lines, my wife asked him to get somebody who
could give her a proper account of how the lapse occurred and what is
being done to get back to her. Three days after her third phone call
to them, his superior called up, offered the same
'we-could-have-done-better' lines, missing the point of
'accountability' completely. When we ask them to write to us with a
report on the lapse, their answer was that they cannot 'write' to us
as a matter of policy. She went on to offer a waiver of 1 month
security fees. It is saddening that a company as big as ADT Security
obviously does not understand what is expected of a security service

My alarm system has been down for 9 days and since weather is bad for 1 day they are rescheduling for 7 more days. When i told them not acceptable I wanted it fixed now. My airconditioners has already been stolen. They said sorry but nothing they could do. They could reschedule me for 7 days but could not reschedule the work order for next week for the ones they already had scheduled. What good is an alarm system I pay $5, 000 dollars for and $50 dollars a month if it does not work. Told if they can't repair I want it taken out. They said I will have to pay for the rest of my contract to have it removed. I guess I can pay for 3 more years have no alarm and they will not service it in that 3 years. To be ugly when you call they put you on hold for 30 minutes at a time thinking it will make you simmer down. They transfere you to atleast 5 other people and you have to tell your story again and again for them to say sorry nothing we can do.

Adt is horrible: we had brinks, who became broadview, who became adt. We moved to another home. The move of your system is supposed to be "free". The new home was bigger than the old one, so more equipment was needed... We understood that. The quote for the new system was rediculously out of touch with reality. I asked for a better quote, and told them I would have to shop around if they couldn't do better. They came back with the same quote and didn't seem to care that I was going to shop around.

We called guardian and they had a much, much better deal, so we went with them. Now, even though we were near the end of the adt contract, they claim we owe them $329.00 because we broke the contract. I appealed to their customer loyalty director, and just like a little trained monkey, he kicked back a "form letter" to me to deny my request.

Bottom line: if you move, they will not move your system for free. They will instead, jack up your installation so high it will blow your mind. Then, you can either go with their system that is not competive, or you can pay them $329.00 to walk away. Either way, you lose money.

I would never do business with this company again, and would warn anyone else about this who is thinking about using them.