ADT Security Services
Reviews and Complaints

I am calling ADT this morning to talk to a technician; each time I receive a callback, the automated recording will not recognize my entry of #1 to be connected to an agent, or when I answer other calls, the call is automatically disconnected. I have received the call repeatedly and never get an agent. This is so frustrating. This is the worst customer service for any product I have ever encountered. This back-and-forth calling has been 2 hours, with no results.

I purchased 7 CT Cameras and DVR system

The DVR stopped working after 10 months

When the tech arrived he stated that there has been a surge in power or lightning strike and that the DVR is not covered under my maintenance plan for a power surge.

After hours on the phone and multiple visits from the tech’s they are asking me to buy a new DVR for $1600.

I have had an independent company come out and evaluate the equipment.

They stated that the equipment has not been affected by a power surge and has a battery backup system and that the unit still turns on and the hard drive is spinning.

Contacted ADT corporate by phone today and was told that an independent inspection means nothing to them and that I basically have to do as they ask to get my system up and running.

I have a 5 year agreement with them and 4 years remaining.

Unbelievable that a company would treat a 30 year loyal customer like this.

I acquired a new IPhone and called ADT for assistance in setting up their app for remote usage of the system. I was told that my system would not work on my IPhone and I’d have to upgrade my security system at the cost of hundreds of dollars. I said NO and asked to just disconnect me from ADT

I did get the system disconnected and went with another provider. I then got a charge of $318 for disconnecting to a system that they readily admit that I cannot use

What a crock, Additionally, they were quite rude to me when I told them to disconnect I was forced to pay because they threatened to turn me over to a collection agency

We updated our system last month and paid the extra cost to do so. Since then ADT decided to charge my credit card without my approval/knowledge for this month's bill. Sign us up for automatic billing (again not authorized). Now send us electronic bills (instead of the paper we've had for over 6 years). I've made three VERY LONG phone calls requesting a refund (nope per ADT since they've already charged my account fraudulently). I asked for a manager (nope - they're very busy). They did discontinue the auto billing (yeah since I never requested) and took my credit card off (good thing since I'm now having to cancel it to get rid of ADT).

I DO NOT RECOMMEND this company - go with CPI or someone else. When we bought the system their technician broke several pieces of inherited china - gave us a whopping $100 gift card to cover that. We've had issues with windows saying they're open when they're not. Etc. Again - given customer service and the way they charge you without any authorization at all - GO ELSEWHERE.

Date - life of system, one year

Description - First, told it was an agreement for six months, it was a contract for 3 years... I guess that is on me but the "sales rep" absolutely took advantage of me being worn out from long day at work and thought there was some level of trust.

Second, the system is junk. J u n k. Please go with SimplySafe, it make no difference to me, I get nothing from it but would rather help folks make better decisions than I did.

Third, repeated R e p e a t e d calls about the system down, one camera N e v e r W o r k s and another is hit or miss like the wind. Google crap. One glass break goes off e v e r y t i m e we close a door near it

Go with something else, wish I could get out of this and go SimplySafe.

ADT was a leader in this field historically, now they are scam artists, this stuff is junk.

I have been a customer of ADT for the past 4 years. My last contract ended in June. The ADT system started making a very different sound when the doors opened as soon as the date of my contract ended and I could not even lock the house. I was unaware of my contract ending and so called ADT in June to ask about it. I was anyway not going to renew ADT as it did not even have a camera.

The strangest and most suspicious thing is that now after having charged me unfairly for July and August and say that that they cannot find any record of the June conversation I had with their representative. Strangely, this is the conversation where I had specifically said that I am not interested in renewing my contract. What is all the more suspicious is that this conversation seems to have disappeared after I spoke with a male representative who falsely accused me that I had agreed to renew my contract for a year. Why would I extend my contract on a house that I would not be living in from August onwards? I have been on the phone with them for the past s2.5 hours not counting the time spent yesterday eve to solve this issue which they have been passing around from representative to representative.

I had a break in at my business. ADT system didn't work. I called ADT informed them and requested for a manager. I was told a manager will contact me back within 48hrs that was on July 11th and we are in Aug 2nd and no one has reached out yet. I called again to get tech out to fix the issue however, i keep getting the run around. I spoke to a manager over the phone and he set up an appointment for me for few days later however on the day of the appointment i found out it was a virtual apt. They new what the issue was and Tech has to come out to fix it and nothing that was gonna be fix over the phone but didn't want deal with me so they did that. I finally got another apt fpr Tech to come out after being on the phone for over 2hrs however he never showed up even though he called and said he was in route later i get an email saying work was completed. I am beyond livid at this point. I called again today and next apt they can get me is on the 16th. At the mean time ADT calls me at least 3 to 4 times in the middle of the night telling me my alarm is going off and windows are being tampered with. I have not had a peac of mind since July 11th and ADT so far doesn't care about what's taking place nor care about my safety as long as i making my payments. This has been the worst experience i had with ADT by far. If i can't get resolution ASAP i would like to discontinued my service with ADT ASAP.

We have been trying to resolve issues with our ADT monitoring system since the beginning of June 2023. We were told by ADT in June that we were being monitored. However, we learned from the ADT tech person on 24 July 2023 that we have no monitoring with ADT at ALL.

What are we paying for if the system is not being monitored. Also was informed by on of ADT agents that we have not had service since March 2023; as she could see the issue (and nothing was done about it)0, we have had this issue ongoing issue since March 2023. It is really sad that ADT never contacted us to let us know we were paying for a service that we are not receiving. $64.34 a month is a lot when you are on a fixed income. Request our money back for March, April, May, June and July 2023 as well as the charge for the tech to just look at the system to let us know he could not help us.

I spoke with 10 or 11 people from ADT on 25 July 2023 trying to get this issue taken care of. It should not take that long to receive assistance regarding home monitoring systems.

We cannot afford a upgrade to a new system that uses the internet knowing it might not even work.

The account was in my husbands name, he is now deceased. ADT put the account into my name without my permission, I never signed any contract with them. They took money out of my account without my permission, and the money has been returned. They continue to send me bills, even after I submitted the death certificate. I never signed any contract with ADT, and they continue to harass me.

I called and cancelled my service in Feb. I looked at my account and saw they took out money and then told me because I accepted an offer for an upgrade (which never took place) that my cancellation was voided and they will not refund my money. No one said my cancellation did not go through because I accepted an upgrade for FREE and then was told a fee was attached. My alarm has NOT worked in 7 months.

I am writing to express my deep disappointment with ADT's services. Despite their enticing promise of a $100 promotion upon signing up, ADT has failed to fulfill this commitment, leaving me feeling deceived and undervalued as a customer. Moreover, their customer service has been consistently unsatisfactory, as I have encountered unhelpful representatives who seemed more interested in passing blame than resolving my concerns. The lengthy waiting times and lack of empathy further exacerbated my frustration, leading me to question the company's commitment to customer satisfaction.

Not only did ADT's failure to honor their promised promotion create a sense of distrust, but their lackluster customer service further solidified my decision not to recommend their services to anyone. As a paying customer, I expected to be treated with respect and receive prompt, reliable assistance. Regrettably, ADT fell short of these expectations, undermining their reputation and credibility in my eyes.

I believe it is vital for other potential customers to be aware of these issues before choosing ADT as their security provider. The company's failure to fulfill promised promotions and provide satisfactory customer service erodes confidence in their ability to deliver on their commitments. I strongly urge ADT to take immediate action to rectify these concerns, fulfill the promised promotion, and implement meaningful improvements to their customer service protocols. Failure to address these issues could result in further damage to ADT's reputation and the loss of potential customers to competitors who prioritize transparency and provide exceptional service.

We have been forced to get a new Smoke detector for US$.100, if we closed an account, and re-open. I bought a house at 740 Cypress Point Dr. W, Pembroke Pines, Fl 33027 we are part of the Grand Palm association, the technician never test any of the Smoke detector, so I agreed to pay for one.

I have a house 15211 Wilshire Way, Pembroke Pines, Fl. 33027, part of the Grand Palm association, I put it for rent, and now the seller is telling them tey must get a new Smoke Detector for $. 100,

That Smoke detector was changed about 3 years ago, when you by mistake closed my account, for about 6 months, never give me a credit. This year on the month of February 2023 it was test by the Pembroke Pines Fire Department, due to the incident, everything was ok. Now that I rented that house you are asking me to buy a new Smoke Detector? you are abusing us.

Petra New

Account Number [protected]

Billing Address: 355 Park Ave Lake Park Fl. 33403

On March 22nd, I called ADT to service my system, one of the keypad and some of the door sensors were not working. ADT informed me that my system was going obsolite and I would need to upgrade the entire system. The cost they wanted to do this exceeded what I could possibly pay so I asked to have my service disconnected.

A day later their business retention department called me and offered to upgrade the system at no cost but that my new monthly system would cost 65$ a month. They said it would need to be approved and the new charges would start once the system was installed.

A month later I say my account was charged 65$ I called ADT and explained I should not be charged because I do not have the new system I was promised. They looked at the account and confirmed and said that the charge was in error and that I would be refunded back the charge and that someone would call me to schedule my installation.

Another month passed and again I was charged and no refund was given for the previous month. I called ADT again. The billing dept confirmed that they could see that my account was scheduled to be deactivated March 22nd but they don't know why it wasn't and that I would need to speak to someone in the account management department.

I was transferred over to that department where I waited on hold for an hr and the person that came on he line tried to sell me a new system for over $1000. I kept saying I want my account cancelled and that I did not want service from ADt. I was asked if they could pull my credit. WHen I refused and said I just want my service cancelled and refunded. The person hung up on me.

I called ADT back again waited on hold another hour to speak with someone. The person I spoke to stated they could see my cancellation and that they would process the order and that I would receive a refund check in the mail for the months I was charged.

Today July 5th I checked my mail and I see I received a bill. I called ADT back the billing dept now claims that my cancellation order was put in for JUne 22nd and that the account management department would have to get involved.

I waited over an hr to have them call me back and when I explained how I was being charged fraudently my ADT they immediately disconnected the phone.

My whole vehicle was stolen out of my driveway and our ADT cameras recorded nothing. I called and the representative said she doesn't know why, everything looked good on her end so she would send a tech out. A tech came out and said he doesn't know why either but they don't even use these cameras anymore they have Google cameras if we would like to purchase those. Then told me how would I like to pay for the service fee for him coming out. I refused to pay. I have been trying to get in contact with ADT for three weeks. I've told my story to multiple different representatives just to be passed around and around. No one knows how to help or what department to send me too. It's apparently impossible to get a supervisor on the phone and I have spent hours on the phone, trying to get some help. STILL haven't resolved this. Worst alarm company I've ever had.

On June 22, 2023 Jose Magana of Direct Protection Security of Merced, which is an authorized ADT dealer came to our home. He offered us a two year package for $59.99; however, we have been charged $69.99. I contacted Jose on June 24th about the price. I continued to call Jose, Direct Protection and ADT on June 25th, 26th, and 27th. On the 27th they said my contract was no locked and they couldn't help me. I was pushed around for 4 days only to be told "we gotcha in a contract". I would like a refund of the $69.99 and to cancel my contract. I should not be forced to do business with a dishonest company.

A filed rep ordered unneeded items, 2 additional key pads, 9 additional motion detects for 2 houses. Have been trying to return the these items as soon as the packaged arrived. Spend more than 10+ hours total, 15+ email to all known addresses, 10+ text messages. No dept is responsible for RMA. now almost 30 days windows closed. I am stuck with few hundred dollars worth of needless items.

Long story short, I was transferred to 13 different customer service reps trying to resolve an issue. I even launched a chat with Ethan R (that did not help as he tried to transfer the chat and it did not transfer) before FINALLY reaching Leo in the sales/resales dept (I think). Leo was most helpful and fixed the problem. I think it is a poor representation of ADT's customer service that so many people did not know how to help or how to transfer a call. I was on the phone for 2 days for more than an hour each time before a resolution was achieved. I feel like I talked to people all over the world. This kind of treatment leads to much frustration. The recording stated that the call was being recorded for quality purposes. You should use this call as an example of what not to do when providing customer service to your ADT customers.