ADTReviews 798

More than 1:30 waiting on the phone to cancel the service and I already finished my contract. Not good

After trying to cancel my ADT account I was subjected to multiple reasons why I should not and could not cancel my account. When I asked to talk to a supervisor which could help me I was told by the ancient online that I did not have the right to talk to anyone besides that person. This is one of the worst customer service companies I have ever dealt with and will make sure everyone that I can't speak to either cancels or does not use ADT.

I called to get a service repair cause att was repairing a broken wire and knocked out my security. So anyhow I call to get a technician to come out and have to pay for a service call. We already pay $255.00 a month and I don't feel it's the best security out there since the customer service in a pain in my back.
How about giving your customers 1 free service repair a year? I mean you are getting rich feom your customers and without us you would be a company. Just a word of advice from a business owner that made it through covid without any grants or loans.
After we buy your systems and have a monthly service fee you would think we would be appropriated but I guess I feel my customers are number 1 to me. Have a blessed day.

Having camera issues monthly for 2 years. When u call them wait times can be 30-70 minutes. I have been accidentally hung up on multiple times in one day. I have spent over 2 hours just in one day txting them. All together I have spent over 30+ hours calling/txt to fix my issue for two years. Adt replaced my camera last year due to this issue but say they don't have a record for an issue before Feb this year and don't see my new camera. They have to see somewhere the new camera it was an upgraded one and must have different ID / serial numbers. Three techs came this month alone all saying I need a new camera, they are phasing out my system that's why my camera does not work. Adt said I have to pay 1300 for new cameras and will only give me a 52 credit towards the camera. I just want my camera working and their only solution is for me to upgrade. It seems that they are trying to pull a scam saying they have no past history and I have to pay to fix their problem. They have to be able to see over the past 2 years all the times a tech came out. All I want is working cameras this is crazy. I just need working cameras.

I received a rev call from ADT the women on the phone told me about a bill that I owed. The lady that I talked toeither shannon or Sharon was amazing. She had a southern accent and she was truly helpful funny and friendly. What an amazing person.

From Mrs.Dessert

I was present for the install and the system never worked on day one. They came back to fix, but was never completed. The system was missing the DVR that controls the camera, so they never worked. Since they didn't work we had a break-in outside. Now customer service is saying maybe they stole the DVR when you had the break-in. Response was the break-in was outside. They are just so full of BS, that you can't get a real answer to anything. DO NO TRUST ADT, the worst

Be warned, if you move or sell your house they'll find your address and spam call you to sell you service.
If you want to cancel, it will take days on the phone while they transfer you around and make you lose your patience. They will ask you all these questions about where you're moving to just to sell you more stuff. You will ask them to CANCEL and they'll still send you to a professional expert, what for! At $40-60 a month, you can pay RING and pay $10-$20 a month for professional monitoring.

I've been a customer since 2010, nothing but long wait times and inconvenience when trying to contact them. I was having an issue with my back door sensor I called for service but instead of sending someone out. They charged me $53 for a new sensor and told me I'd have to install it. Before the sensor came I discovered the only thing wrong was that the battery needed changing son once the new sensor came I returned it back to adt. I called a few days later to check the status of my and I've been getting the run around every since today is August 8th it has now been a month and one day. I believe it's time for a new alarm company this is not the first time I've had issues getting a refund.

Much more pricey than the competition with an inferior product and very poor service. Hasn't worked properly ever. 2 hrs on hold to get a representative. This company should no longer be in business with all the better options available in 2023.

Service is fine until you try to cancel. I have been trying to cancel this service since February of 2023 (6 months). The first call they didn't record, the 2nd (in May) they did document but someone forgot to send my cancelation for processing so I continued to get charged for service. Then in July, I got promised to have it canceled and back dated (including the charges for the extra months)... and now in August, im still fighting to get the charges for service at a house I don't even live at removed. This company is predatory... they continue to "benevolently" give you service even if you don't pay your bill racking up extra months of charges instead of canceling it, but make it near impossible to cancel. Also, their two office locations that they have listed in my area are false addresses. I've filed complaints with both the BBB and FTC. We don't have to just take this from companies like this.

I've used ADT for the past two years. We are selling our house and building a new home, so I called to cancel my service while our new home is being built. When I originally called to cancel, they told me that the cancellation fee would be waived since I would be hooking up service when the home is done. That was great! This was until I received a cancellation bill in the mail for over $500. I called and asked why and they explained that since I wasn't transferring service within the next 90 days, they would still have to charge me the cancellation. I will never be using them again. This is ridiculous and they have lost what would have been a loyal customer.

They make is simple to sign up, but impossible to cancel. They raised my price twice despite having a fixed price contract. Be prepared for 2-3 hours on hold!

This is by far the worst company I have ever dealt with in my entire life. The Tech people are incompetent. Nor to mention rude. They have no idea what they are doing. These people come to your house n sell u a dream of being safe and its all a lie...

Top-of-the-line horrendous I mean terrible company detail live they don't help you just overall terrible terrible terrible terrible terrible terrible company. I would recommend them to anybody if they were giving me service for free I don't want. I didn't even want to leave that one star

This is absolutely the worst, most unprofessional company I have ever dealt with. They use their sales tactics to sell you the system and get you to sign a 3 year contract which they don't tell you about. That should tell you everything you need to know. Any company that needs to force you into a contract is not a company that prides itself on coustomer satisfaction. All of their products are simple google tech which you can buy online but they sell you at an inflated price. Their installers are completely incompetent and installed all of the window sensors wrong so anytime we open the blinds the alarm gets tripped. They charged us for a bunch of things we didn't install and when we called to correct it every incompetent representative just passed us around for an hour and then eventually hung up on us. It was a worse experience than if they had no service at all. I thought I was dealing with a professional security company that could protect my home but I ended up with con artists. I have no faith in this company to give security when they can't even handle minor issues. I wish I could cancel but I'm stuck in this lowly contract.

If I could give them a zero star, I would. Customer service sucks! Please do yourself a favor and do not bother one minute with this unprofessional company where the sales representative has no idea what they are doing. They just keep transferring you over to someone who is useless. I moved from one state to another state and went from professionally installed to DIY Kit. I was told that my services at the old address were canceled, but I soon found out that it was still in service, and I was charged over $2k. And then, when I wanted the new DIY kit, the sales rep sent it to the wrong address, and it got lost with FedEx, and I had to report and file with FedEx. When I finally got the kit, it took three hours with the technician on the phone to walk me through the process. Then she told me I could return the products I couldn't use to get a refund and transfer to another rep. I was on the phone for 1.5 hours, and he told me I would get a return label, but he never sent it. When I called back, they said I had to cancel everything and return everything to be refunded for the old system. One day I was transferred to 27 staff who didn't know what they were doing. This process has been an ongoing headache for two months with no resolutions. This company sucks, and they tie you down with a five-year contract. If you decide to get services with the company, make sure you plan on being on the phone daily for hours with people who don't know what they are doing. It is definitely a full-time job to be their customer.

1st, I want to say, the ONLY PERSON (MANGER) that showed a willingness and concern in helping me and my family in my current situation is Beverly. She was great and the only reason iam considering stay with ADT. These monitored and recorded calls should be reviewed often servicely. I was on call with a rep trying to explain my situation while trying to asking for a MANGER. The rep I was speaking to kept cutting me off, then HE says OMG like I was annoying him. For 4 days in a row I have been trying to get answers about my account and get it situated. While they are doing updates to their system or whatever, ADT REPS should be more patient and understanding with OUR frustration as THEIR customers. Calling ADT asking for a MANGER is like finding a needle in a hay stack, they don't understand what get me a manger means. I say this because I work in retail and it comes with a lot of patient and understanding for sure, and I believe I have been very patient, til this day my account still hasn't been fixed and iam still having issues and trying to reach a manger.
THIS company wants money and CANNOT FIX this situation. Do not believe what the ADT reps tell you, they will sell anything to get your business/money, then later on you will hear a different story about the something/situation from someone else.

I have been in contact with A.D.T. For about week now. Each time I call I get a new installer. I have been through two in just the one week I started contacting them about sn installation. Their communication is terrible. They change the story/package and rate every time you call. Their answer to any problem is to start over with a new installer. No one calls you back and the lady that came to install an outside camera did not offer wireless installation. What a mess! Glad I learned about how they treat their customers before I signed anything. The last guy I spike to hung up on me! Terrible customer care!