ADT Security Services
Reviews and Complaints

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.

Our small business had ADT set up summer 2022. From the beginning of the contract, we had massive issues with the equipment/technicians/and customer service.

I want to explain all of these in detail so people reading this can avoid the same mistake that we made by using this company.

During our initial install, before even arriving on the premise the technician asked for directions were rude and yelled at our employee. When they finally found the location (we are around 1 mile away from ADTs local office) they once again yelled at the same employee. They also quickly requested to speak with the owner and were dismissive towards the women working in the office... After speaking with the owner, the install was still done incorrectly.

After waiting a month for ADT to correct this, they sent their 'pro' technician from another state to assist. He drove hours from another state and the light drizzle of rain prevented him from taking the single necessary step on a ladder that was required to move a camera.

After waiting another month for the next technician. They arrived and refused to make any changes to the equipment without approval from the owner. They did not accept the direction from the women working in the office and once again were rude and dismissive. This technician also refused to wait 5-10 minutes for the owner to arrive and promptly left.

If you have read this far and think that this must be grounds for terminating the contract you would be wrong. They categorized all of our visits as part of the initial install and not service visits. If you have problems during multiple service visits they will cancel your contract. They can do this to keep you in the contract for longer, I really do not understand how this is not more recognized as a scam. You have no control over what type of service visit it is.

I had 6-8 phone calls with ADT in a single day (the phone calls kept dropping due to problems at their call center) with the long holds it lasted from 9am-6pm and then a couple more into the next day just to end the contract. On the phone I clearly explained all of the issues we had. They had no time for it and did not care. They tried to offer 'deals' they tried to offer free months (which we never got) and they even tried to send back the 'pro' guy again to fix the issues. Of all the people I talked to a single person agreed that this was unacceptable behavior and told me to call them back specifically and they would end the contract for us. After I spent time detailing all of the issues and called back asking to speak with the same person, I was told that 'I was not able to speak with them', and that cancelling the contract was not included in her notes on the ticket. I was also told that technician's behavior, pretty much whatever it is, is not grounds for terminating the contract.

I tried to get ahold of someone locally to avoid being on hold for so long with customer service. Most people had quit at their local office including the manager for small business accounts, they told me they haven't been able to find a replacement. They gave me the number for two regional managers who have never answered their phones after repeated attempts.

In the end they charged $1600 to a small business for equipment that never worked, they lied, we had a break in attempt during this time period and lost a bunch of time just trying to get them to stop billing us. Easily the worst experience I have ever had dealing with a business.

In a response to this on another website they offered a 50% reduction in the fee... I know they know that is much more than they would receive if it were to go to a collection agency. They deserve zero.

HI,

I signed up for ADT security in Aug, but then found out that they wanted extra money to access the panel from the app on my phone. So, I cancelled my account within a day of setup. The agent told me that they could come get it but the soonest was in a week. So they picked up the equipment, but continued to bill me. I called ADT and Safe Streets several times to get resolution and refunds for 3 months of service that I never had.

The wait time on the phone is ridiculously long and there is no email to write to. I've explained this situation to a handful of people and finally had one agent put in for a refund, but I never got it. In the meantime, I turned off my credit card and I keep getting billed via mail to my house. I gave them the back up to support my situation, yet still get the bills. I asked Safe Streets to contact ADT and vice versa. I'm out of the communications, but am also out 3 months of money for services I have had.

What do I do now?