ADT Security Services
Reviews and Complaints

Worst company I can say we ever dealt with lies huge scam artist what a ordeal AFTER YOU SIGN CONTRACT they just lie... the sales manager we dealt with was never prepared and lied to us through the whole process! Their electrician showed up and could not do the job the day the installation was to be done even if he could he couldnt do it that day lets not leave out the electrician look like he just was off a weekend binger... sales manager never returning calls, then advises us through text to get our own electrician and we would be reimbursed by company. Lets not get started on the one camera that doesnt even work... Just lie after lie, after many calls no return from sales manager till we eventually were contacted after my husband gave them a awlful review, just to be told sorry nothing we can do and if we try to cancel we owe money to them because of our signed contract... The worst security company out there! BUYER BEWARE! This company has no accountability

corporate did nothing to refund money owed to us and promised by their sales staff and we have documentation over text from manager! im glad im in a development of 55 and over with over 200 homes and asked what security company we would recommend! Not this company Not Adt

RUN FROM THIS COMPANY!

ADT
Customer Care Operations:
Mr. Mike Picciola
1501 Yamato Road
Boca Raton, FL 33431
January 11, 2023

Dear Mr. Micciola:
I have been trying to rectify a SIMPLE problem since August 2022.
I called 16 times, a total of 318 minutes, and yet my SIMPLE problem is not corrected.
Here is the story:

The doorbell camera (supplied by ADT) stopped recording after a month. I called in (8/29/2022) several times a total of 172 minutes. Finally, I was told I have to pay $4 more a month to get that reactivated. I agreed.

Another month went by and the camera stopped recording yet again. I called in on 10/04 and was promised to fix the problem.

Another month went by and the camera stopped again. I called in on 11/03 and was switched from one representative to another. Then got disconnected. I attempted to call back for the next few days and was not able to get anywhere. Waiting periods ranged from 40 to 80 minutes. I have been too disgusted with your customer services.

On 11/10/2022 I made another desperate attempt to fix the problem. Again to no avail after 109 minutes going from one agent to another as usual.
Finally I called Microsoft (the maker of the doorbell) and paid them $120 for a yearly subscription and that solved the problem.

Now I want to cancel my account with ADT. Since a simple problem could not be solved after more than 3 attempts. What If I have a serious problem?
ADT is still charging me extra for the doorbell camera even though they did not solve the problem, and now I have been doubly charged for the doorbell camera.

07/26/2022 2:24 PM
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4 Min
07/26/2022 11:27 AM
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3 Min
08/29/2022 5:18 PM
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1-800
36 Min
Wi-Fi call
08/29/2022 5:03 PM
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1-800
1 Min
Wi-Fi call
08/29/2022 10:36 AM
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1-800
104 Min
Wi-Fi call
08/29/2022 10:08 AM
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1-800
28 Min
Wi-Fi call
08/29/2022 9:46 AM
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1-800
4 Min
Wi-Fi call
10/04/2022 11:00 AM
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1-800
27 Min
10/04/2022 10:57 AM
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1-800
3 Min
11/03/2022 12:25 PM
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20 Min
Wi-Fi call
11/09/2022 12:38 PM
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Wi-Fi call
11/09/2022 1:00 PM
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Wi-Fi call
11/10/2022 5:16 PM
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62 Min
Wi-Fi call
11/10/2022 4:33 PM
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43 Min
Wi-Fi call
11/10/2022 4:20 PM
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Wi-Fi call
12/12/2022 11:14 AM
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1-866
2 Min
Steven Badro
Rulla Badro
1903 Pineview Rd
Forked River, NJ 08005
[protected]
[protected]@gmail.com

Hello phoned on 12/27/2022' to upgrade service. Spoke with and agent and was quoted a price. Tech came out o 12/28/2022' and they installed the upgrades and we were recommended several add on. Before the techs left we paid the bill in full on our credit card. We did not have a hard copy of either contracts to compare until I called and requested them. A contract was sent by email on 12/29/2022' I was told I had to request it first before sent out. There are items on the contract I have no idea what they are. We phoned the tech on 1/3/2023' to ask to discuss the contract. No response. I phoned today 1/5/2023' and spoke with thirteen agents (13). One agent told me that when the tech comes out and a customer add on anything that cancels out the old contract. How was I to know that? I was kept on hold and/or disconnect or transfer to the contract department and then disconnect. No call back! Some of their agents I could not understand due to their strong language accent. I find this un acceptable and has my anxiety at a 10! Agents names 1 Hose 2 Ken 3 Fatina 4 Ken 5 Sheri 6 Kay 7 Zyha 8 Christa 9 Christine 10 Lea[ro 12 he just hung up due to bad connection. Yes I ask for names.

I have had service with this company for over 6 months and have not had 5 days straight service. This is a home security company; my home was broken in and the service of course was offline. I have been trying to cancel for four months and they refuse to cancel. I tried cancel before the required time was up and they still refused. They have troubleshooted the equipment over ten times and keep offering different products that supposedly make the equipment work, solar panels, wi-fi extender still the system does not work. I called to request an address to send the equipment back and was told they do not have an address to give the public. I requested a shipping label and was told they would send it if I paid over $1, ooo, to cancel even though I have requested cancellation since my third month without service. I have spent months now trying to send the equipment back to no avail, they continue removing fees from my account even though they know the service is not working.

My alarm system is apparently not in direct contact with your system and they my security system is non-functional. The soonest a repair person could come out is January 9th. This is for my business and now I am faced with the fact that business will be without a security system for the next 11 days. As a business owner I can't tell you how upset I am at the lack of service that I have received from ADT in trying to get this resolved in a timely manner.

I have two complaints. When I asked for a lower rate, they offered me a lower rate without telling me that it was a five year contract with a high penalty for ending the service early. When I learned about this from one of their representatives, they agree to change the policy to a one year policy at a modestly higher monthly rate, which I agreed to. They told me that I could cancel it if I offered to call them right before the year ended.

They make it very difficult to reach someone to cancel the policy, they ordinary representatives tell you that you have to call their cancellation policy number and then you find out that you need to wait two hours or more.

There is no email that you can send a written cancellation notice to.

Their billing department is DISHONEST! A SCAM! Time Waste! ACCOUNT # [protected]

The people I talk to repeatedly hang up or transfer me

back to the beginning. I cannot get through. I wasted an entire day to dispute my cancel fee

and could not get anyone to address my concern.

I have been a client for 8 years. I HAVE MY ORGINAL EQUIPMENT from 8 years ago. I was told

when I set up my cancel I could call and get this fee removed. I never had any new equipment

in this last contract.

I've had this home system for 20 years. Started at less than $30/mo and I paid up front for whole year via checking acct authorization. A couple of years in, I had a problem with front door motion unit. They sent a technician who tried to charge me for a service call and new battery,etc rather than the phone rep just telling me to get a battery from a store. We ended up just paying for the battery. Over the years, we simply made all repairs by ourselves after having them disarm the thing while we did it. The first year they advised they were increasing the monthly fee, and we were fine with that. They then stopped advising that they were increasing and it was only after they had taken the funds that we were aware of the increase. During the past 5 years, we have not been able to make the system work at all and have disarmed most all of the units as they continually cause chirping, beeping, or a steady screeching noise which drives me and two cats crazy. Since we are aging and have not needed to use system, we just kept it to offset homeowners insurance premiums to a small degree. It has now come to the point where no matter what I do, I cannot stop the constant noises the unit makes. My husband is now hard of hearing and disabled - and thinks that I am delusional because he cannot hear all of this and is causing much strife in our home. I called ADT on Nov 6, 2022 to have system cancelled advising that it does not work and of no value and I had discovered that we are now paying more than double what we had originally contracted for. They said they could do nothing and that I needed to call a number for cancellation. Upon calling, I am told they are closed and call back on weekday, which I did. After much delay and arguing, I am allowed to speak with a supervisor who agreed to the cancellation and telling me that I will receive refund for the balance of the year (almost 6 months) within 7-10 days. I am coerced to no end to maintain service and have the current system repaired, replaced, up-graded, etc. I advise that I have no use for the system and simply want refund. Spuv. agrees to refund. The following day, I receive a call from a rep who tries to coerce me into replacement system at no cost with latest state-of-the-art features including a video door cam, etc for the reduced price of $12/mo for the next year. I refuse and advise that upon receipt of refund, I will consider whether I want to do business with ADT again. After half an hour he finally gives up. I have now waited for my refund w/o success. A call back to ADT customer service reveals that they have not processed refund as yet and they will now do that but it will take another 15-25 for check in the mail. I resist to that delay and am told I will not see money before 25 days. My request to speak with another supervisor is met with only getting a call back within 15-20 minutes. My call is received 3 1/2 hours later, with a rep. who spoke so fast I could not understand him. He was rude and unprofessional offering no solution to my complaint. When I asked for his manager, he balked but put me on hold and then transferred me to an elderly gentlemen who could hardly speak at all and then put me on hold for another 35 minutes. After listening to my husband yelling at me to give up and hang up. I did.

I am today 12/19/2022 going to call them one more time to see if they are processing the refund or not and will proceed with BBB or whoever handles complaints at a government level.

When I spoke to the representative on the phone about installation of an ADT system, he offered me a $100 VISA gift card. After not receiving this gift card, I called and was told that I was supposed to request the gift card. I was never told I have to submit a request for a gift card that the representative promised me. Then when I called back and talked to someone else, they entered information in the computer and then gave me a number to call in which no one actually talks to you on (all automated). This is wrong on ADT on so many levels.

We have a home in Kansas City Kansas and use ADT security services. On October 11, 2022 we purchased a doorbell for $196.42. Upon arrival we called the company and advised it did not meet our expectations (it works exclusively through google) and advised them we wanted to return it. They sent us the return information and it was returned October 14th. I have at least three phone calls to the company to find out the status of my return. The last phone call I made I was advised my request for a refund was denied as they cannot find the returned item in their return inventory. The customer service agent said she would send another request for a refund. It is now November 28th and I am still waiting for the refund of an item returned 6 weeks ago.

11/21/22 I was on hold for 30 minutes waiting for ADT. I have been a customer for 22 years. My system is old. I was told i needed to update, but it would cost me a lot of money. I didn't know that ADT offered a new system. I thought Plus was the new system. The customer service is awful.

My wired cameras go offline, and the new ones don't work for long. Each time someone comes out they charge $150 or more. This is a joke. I have finally had it with ADT. moving to Simply safe. Or getting something from Online. The funny thing is I'm on hold right now.

My name is Gloria Adams, and I live at 1095 Georgia AVe, Rockledge, 32955 My security system was never completed, and when I complained and request my ADT system be ended, I never received the release code so that I could continue to use my system I paid for, over $1000, and I have been calling and waiting over and over again so I can get the IMEI code, and I again get nothing but long waits, and no response! I believe it is time for me to join the lawsuit, and also post how to join the lawsuit by posting it on facebook and twitter, tiktok, anywhere I can paste it, because I am angry now!

After having FTC take care of the problem first time - they finally removed the device and payments - now they have added it back on and they are trying to charge my credit card in which they reversed 6 times - they stated they would send me the final bill - the final bill is $1735 and $1585 and they are still charging my credit card for the other service of $49/ month and additionally for the last 1.5 years of $29.99/month for warranty service of which they have charged me for hourly rate of coming out and fixing their own cameras that got messed up on the account of nature - their warranty never covered me for any technical issue of the device nor the camera and they would tell me to call the device helpdesk then why am I paying you $29.99/month service

They have been useless - now that the home has been sold - I have no use of their cameras of 2 of them did. It work well in the night and complained about them for the past 1 year. They should not be in business - I know I am not the first customer and they were supposed to transfer this over to the new owner - they have no delivered any kind of service other then giving me a hard time about their cameras which do not work and now they are adding back the old service of the additional device which was taken away and removed but they added it back on - they were trying to charge me $3405 on top of the $1833 on my Sony credit card - I want them off - no service at all

In 2015 I showed interest to adt security services. They came to my house for explanation on how they work, later they came for installation. Unfortunately, I was not at home they found my 18-year-old son, he signed the paperwork. I communicated with them after I found out the installation has been done. I informed them that I am no longer interested to their service because I have a tenant so it will not serve its purpose if I release the password.

They came to remove the battery; they keep on billing me for the services that I have never used.

Please help me to resolve this issue.

1. Telephone support wait times for BOTH ADT and Safe Haven are torture. On 11/14/22, I called three different customer support numbers

800.238.2727 ADT Customer/Technical Support

877.842.0818 Save Haven sub-contractor Customer Support

844.413.1920 Save Haven sub-contractor Customer Support

On the 1st one, I was told there was a 59 minute wait - so left a call back number. I NEVER got a call back.

On the 2nd one, I got disconnected after being on hold for 11 minutes.

On the 3rd one, I was on hold for 26 minutes and told to leave a call back number.

My wife tried the 2nd number again. After being on hold for 25 minutes, she finally got through to a person to arrange a service call.

2. We were forced to pay a $62.84 service call fee (11/14/2022) before they would schedule it. The sensor issue turned out to be a bad sensor which had to be replaced. Not our fault - faulty equipment. We want a refund.

I called a d t for 2 weeks before getting a rep on the line. 90 mn hold time is deplorable.

I finally got a repair man out. No invoice. Just transfred to sales, to replace unit.

I cam't get through the phone system, I push multiple numbers sometimes it hangs up, other permeant. Hold time. Tried corperate transfred another 20 min hold.

I have een a long time customer, and the service is deplorable! You just get transfred and put on hold.

Customer service is non exsitant.

I do not think it is appropriate that I should have to wait on hold for 45-55 minutes. I have no idea if this is the normal wait time. You should have a call back option wherein the caller can leave a call back number. I currently pay for (3) ADT plans. They have been in effect since Dec. 2018

7580603

7680685

7580721

I was told when I purchased these plans that I was obligated for (3) years. That time has expired. I can contact American express and revoke the authorizations or you can call me.

Wiliam Griffiths

[protected]

alarm keeps going off about 1/2 an hour after arming home an leaving... they are calling my daughter ( second contact ) instead of me... this has been going on for nearly 5 months... Technician came out about 3 months ago and we were told there were no problems found, but this hasnt stopped happening. Police are now telling me if they keep having to come out for these false alarms they will start charging me. I have been a customer with you for over 40 years. IT NEEDS TO BE RESOLVED.. I have called technical support.. been given the run around.. I have contacted them several times. this isnt working for us we need this fixed. We are paying for services we cant even use at this point. Paying for a subscription for this alarm that we cant even arm..

I called ADT today on Nov 8, 2022 to cancel my account. The rep took my information and put me on hold for over 20 minutes. I hung up and called back and was connected to an agent. I didn’t get the agent’s name but she was rude and seemed to have an attitude. I was put on hold briefly and when she returned. She began to rattle off everything all at once about my account cancel. Then she hung up on me without giving me an opportunity to verify what she said. This is poor customer service.