ADT Security Services
Reviews and Complaints

My 81 Year old mother called in to ADT to cancel the service she has been using for the past 10 years. They would not allow her to cancel and would not allow her to talk to a supervisor. Now I am calling. The first time... after hitting about 10 prompts to get to the cancellation department I was disconnected. I am now calling for a second time and have been on hold for a half hour. So there are so many people calling to cancel at 8:30 on a Wednesday night it requires a 45 minute hold. So since I am going to be on hold I figured I should use this time wisely to write a review about their terrible customer service. My mother doesn't even use the service... she just likes it when it tells her the door is opening. $50.00/month for that? They also will not upgraded her 10 year old equipment, and when the 10 year old equipment fails they want to charge for a visit. Well as I continue to hold... I guess I will cut and past this review to other websites. I better not get disconnected after holding all this time... and let them try to intimidate me... Cause you got the right one Baby!

adt offered us another contract on march 2 for a better rate... on march 4 or 5th we called and canceled the service to go with a different company...we were told that we didn't have to do anything else or call for a follow up...we get a bill in the mail and i called to see why did we get a bill...they said that the problem will be fix and as of today thery stole 603.47 out of our bank account for service that we dont have...adt said that they will take care of the service and they t0ook our MONEY!

We scheduled an appt for installation weeks ago. We took off work so we could be here for installation. Mind you we are customers of ADT for almost four years before we moved. We waited all day for the tech only to receive a call from ADT cancelling our appt b/c tech was behind. We work and cannot keep taking off. We told the customer service rep we would just cancel since they had no regard or respect for us as customers. She said OK. She did not care that she was losing a customer. This is unacceptable. We will never use ADT again because of this.

I contracted for ADT BLUE this year in January 2023. The system was supposed to be a wireless system, easy to set up. The night I received the system I tried setting it up following the directions, but was not successful. I called that night and spoke with a tech who tried walking me through the App set-up, but we realized it wasn't working because the person who did my application put in the incorrect email for the system that was sent to me. I was directed to call the next day and have someone re-set my email. The next day when I called, I was told that I had to be at home in front of the system. When I got home and called the direct number given to me that morning, no one answered. Again, I got a tech telling me to call the next day. I again called and was told the email was going to be suspended and my correct email put into the system and that I would be able to connect the system. I have done this several times. I have been back and forth with ADT BLUE with no success. On June 16, 2023 when I realized they were still taking money from my account after asking for it to be canceled the last time I spoke with someone, I called again. At 7:56 am I was transferred from ADT to ADT BLUE. I spoke with Amber who transferred me to someone, who transferred me to an account manager named Kayla. After explaining the issue, she said they did cancel out the incorrect email but never reset the App for me to actually log into the system properly. That was why I could not set it up. Now, when I asked to just have it canceled altogether, she explained my contract agreement. I was told that I would have to pay to get out of a contract that never gave me any service. At no time has my system worked. ADT BLUE has taken my monthly payments without helping me ever get into the system. I am requesting that my monies be reimbursed for the time I was not able to get into the system or for that money to be applied to the rest of my contract and for it to be terminated immediately! This has been frustrating because I signed up for the system after a few break ins at my daughter's apartment complex! Being told that even though I have not been able to use the service I would have to pay to get out of the contract. That is not how customer service works. If I pay for a service and do not receive the service, why should I have to pay anything! I am so upset right now because when I had ADT for my house I never ran into any issues. With ADT BLUE you do not have a supervisor to speak to in order to resolve an issue and you do not have tech people who can assist you successfully. Could someone please inform me on what to do next?

On May 31st 2023 ADT took $47.45 out my account and I did not authorize them to do so.

Again on June 2nd ADT took $194.08 out my account again that I did not authorize. At this time I am asking for a full refund in the amount of $241.45

My name is: Verlene Patterson

Claim # [protected]

Phone Number [protected]

If you have any question please feel free to call me or E-Mail Me at

[protected]@gmail.com

To whom it may concern,

I have called and spoken online to several customer service representatives at ADT. Even requested for a call back from a manager (I am still waiting for that call back). I have yet to speak to someone who could cancel my old account that was transferred from Ackerman to ADT last year.

My husband and I acquired Ackerman security in 2005 and canceled it the summer of 2022. I don't remember the exact date, but it was the end of Jun, or in July. Definitely before August 2022. I called Ackerman and was assure the account was closed. 

It wasn't until we received a bill this year that we found out ADT had acquired Ackerman and the account is consider still active.

If the account is active, why weren't we notified and given the option to op - out of the service since you are a new provider? Why did no one respond or call us when the alarm was set off on two different occasions last year? once in October and again in December of 2022? Why can't a password be emailed to me so we can close this account immediately?

The only information I have for this account is the old Ackerman information, because we never even spoke with ADT until after the billing started. So, I have no password for the account with ADT. I have been told the only way you can close this account is if I wait for a password in the mail from ADT.  Then call back with the password you issue us and then you can help me close this account. IS THIS SO? If so, do I have to start all over again telling the details to the next customer rep that happens to answer the phone and get the run around again? There should be absolutely no financial charges against us.

Can somebody please resolve our pressing issue to close the account under the name of Michael Kaham at 585 Virginia Highlands, Fayetteville, GA 30215, ASAP? Thank you!

My name is Martin Jones. I canceled with ADT over 3 years ago.In January of 2023 ADT started withdrawing money from my bank. Without my permission. And continue until I did a stop payment April 2023. A total of 4 months in the amount of $51.82. I have called several times trying to find a solution to this issue. I get transferred to account management back to billing department back and forth. I was told a supervisor would call me a Mr. Bony but never called. My account is [protected], my number is [protected]. Please contact me in regards to solving this issue.

My name is Patrick Anderson and I represent the Fraternal Order of Eagles at 14 W. Vine Street in Mount Vernon, Ohio.

I have been appointed Receiver at the Fraternal Order of Eagles 760 at this address.

I have been trying to contact someone who can help me with changes that need to be made in regards to the persons authorized to have access codes, who are on the call list etc and cannot find anyone who can help me.

I can supply credentials and any info you need but every number I call goes to a call center who cannot help me because I do not have a password which I understand proves I have authority. If someone would tell me where I can send a copy of my paperwork proving that I do I will be glad to do so. I need help changing the authorized persons at this location.

Thank you

Patrick L. Anderson

Restoring installation after 1 mth (Misinformation on recorded call) was never told about a cost for the touch screen after having the old panel for 26 yrs P/One & Adt for 12 yrs, Always paid 3 mths payment, got cost reduce to $39,87 mthly instead of $45? was told only to pay $12 (One time use c/c) for installation (Had all 15 windows/ 6 doors 2 smoke Alarms wireless or hard wired, 4 motion dectators all working w/ own equipment (See 10/19/22 equip requested except for 1smoke alm, 3 extra sensors, apart of package) Computer unable to hand sign contract, was not informedany extra cost of other installed equipment until Dec, c/c had $56 charged on 10/19/22 instead of $12. C/c used every mth w/o permission for equip & payments (Never told of paying for equip $725 or 5 yrs contract for 16.70. I request to Make sure only that 3 mths payment cycle be restored paying several mths in advance as in previous 13 + yrs. Did not sign or agree to contracts for equip, but decided to pay off equip for $725,00 but no one showed or email new amount until 4/27/23 never signed or agreed to it, Signature electronically displayed.

I have been trying since December 22nd to get ADT out here to swap our fire alarm system from Ackerman to ADT. ADT is aware of this whole mess, because i have called so many times. We are a church and a school that has a system that is not being monitored because ADT is dragging their feet. We have had multiple fire alarms since December due to inquisitive young children trying to figure out what the red and white pull station is. we have yet to have the fire department respond or to have ADT call us to inform us that they have received an alarm signal. This needs to be address now! I am so tired of you all telling me that someone will call or that it has been resolved or to call another number only to find that i have been deceived again by ADT. Your customer service is probably one of the worst that I have ever experienced.

I am having the same issue as many others here - my husband and I canceled our account for and agreed upon amount of $183.25. This was due to the system never working properly. We had numerous, continued issues over 2 years with the system. Technicians noted that the system would never work correctly and could never be corrected. We have a confirmation number for the canceled service. Immediately upon cancelation, an additional $555 was added to our account, which they refuse to remove. We have spent over 5 hours on the phone getting passed from department to department on multiple occasions. This entire company is a scam to get money and does not care about customers or their safety at all. As I stated, our service never worked from the start. This should be a class action lawsuit.

Respectfully after purchasing home in 2022/ 05 ADT already had alarm system. from previous owner after paying $62.50 for 6 months i called to cancel service after being on hold for one hour thirty minutes i was told from a sales rep that i would be charge a 1000 for canceling service and after asking to speak to a supervisor i was then told it would be 583 to cancel a service that i am currently not using.

I regret buying ADT. They are the worst when it comes to customer service. They didn’t want to credit my account or give me my money back for a $49.00 speaker. They took the speaker back I have not had it since the Tech took it. Which should have been on file the day of service. I have the work order. I called multiple times I spoke to a “supervisor” they didn’t want to transfer me. Once they did transfer me they said they would take care of the issue, but months later nothing, so I had to call my bank & let them know what was going on. As soon as my bank found out they took action & then ADT got a hold of me. I pay on time I pay ahead. I’m never late on payment or behind. I will wait to try to get out of my contract even if I have to hire an attorney. Ridiculous, I should have listened to the bad negative reviews, but it’s my fault for giving them a chance.

I was offline for over 10 years and did not know it. They do not care about your security, as they do not check to see if you are connected EVER. It is all your responsibility though you pay them every month if the system is working or not.

If you have dropped your landline, please make sure you have gotten a cell signal option from them.

If you have a code "FC" showing on your keypad it means that there isn't a connection to ADT and NO ONE is coming to help you when the alarm goes off.

I talked to 2 supervisors who seemed understanding but confined by company policies. I can't believe that in this day and age, the company does not check at least once a month to ensure that the systems are working and let you know if they are not. It isn't very ethical to me, but they are very aware that they are covered by their contract, which makes it the owner's job to test the system and not ADT

Hi

I have been a Protection One customer for 17 years. When ADT took over my account about a year and a half ago. They changed my house from hard wire to wireless. The quality of the service has been terrible, I have sensors not reporting, false alarms, sensors that just fall of the doors. The tech are here every other month. I have called 12 times and sent 10 emails and have not been contacted. Last week I received a call from an agent and when I told him about my problem he said he would call me back never did. ADT own Protection one but they don't share the customer information.

When it was Protection One the service was great as a soon as ADT got involved they service went down hill.

Stay away from both these companies I am paying for a security service that scares me more than it protects me. I get false alarms and sensors fall of the door.

my network card has been failing and alarm comp has come many times over the last 2-5 yrs and each time due to third party vendors or poorly trained repair dept the $25 dollar service fee was waived. on 2/23/23 the same problem occurred and the customer service rep after reviewing my hx apologized and informed me the service fee will be waived. I was also informed that since the network card failure my house can not be monitored and I would need a land line. I was informed by the service tech someone would contact me (still waiting). I now received a bill for $25 dollars and agent #184166 told me I would have to pay. I asked to speak to a supervisor but she then placed me on hold, still waiting as I write this !

I have two cameras down the past 2 days. They were supposed to show up yesterday. ADT called and they had to reschedule this evening. I called them at 1700 and again at 1625 to find out the status of the technician. I was informed by the service department it was a telephonic phone call. Nothing was said to me yesterday or at 1700 this evening. It was not until at 1625 that the service department was a telephonic called. They informed me they could not be out to house until next. That makes 8 days that two cameras would be down. I repeated to Service technician that I wanted to speak to supervisor. I did not speak to supervisor or the technician was supposed to call me between 1800 and 1830. So now my cameras will be down 6 days.

3/21/23 I have been on the phone for 50 min, being shutteled between three non-English speaking account reps. The paper bill has one account on it, and the myadt app and myadt.com web login have a different account. I need to know which one to use and to get the correct one in they myadt app and the web account. The reps are less than bright and intentionally shuffle you from one "expert" to another. I asked repeatedly to speak with a manager or supervisor. I was told "they're in a meeting". 'm giving them to one hour to fix this, and if it's not, I'm ripping out my system and getting my money back (~$1800 dollars). Unbelievably horrible, terrible, service. The absolute worst, in a tie with Xfinity.

I called in February 2023 to cancel my security services. After speaking with the call center agent trying to scare me into keeping the service he began to “process” my cancellation of service. He then told me it was cancelled. No confirmation number or email. On 3/15/2023 I was billed my quarterly service charge of 127.65 even though I cancelled the service.

I called ADT and spoke with call center and told them I had cancelled and wanted a refund. They told me my account was still “active”. And that I would need to speak to account management. Put back on hold for 15 minutes. After explaining the situation I was told that to get a refund I have to stay as a customer. And that they could lower my charge and refund the difference. I explained that I wanted to cancel and that I wanted my refund. My choice was to cancel without possibility of a refund or stay a customer to get a partial refund. I told her to cancel my service. She “processed” my cancellation and then told me it takes 30 days to cancel the service and that it would not be actually be cancelled until 4/18/2023.

ADT basically makes it impossible to cancel their services and charges you even when you were told you were cancelled. They would not give me me a confirmation number that it was canceled. I asked if I would receive an email confirmation. And they said no. And why would they make you wait 30 days to cancel a “digital” service that can be turned off “at will”.