ADTReviews 798

I have been an ADT customer for more than 10 years by default since they bought Brinx. I recently upgraded my system to new panels. They tried to upsell me several items which I declined. At the time of install, the tech presented me with a Google Nest Hub, a product like Alexa, which I declined on the phone when I made the order. I did not need it. When the tech showed up for the alarm install he put the Nest Hub box on my kitchen counter. I asked about it and he told me it was a gift (quote: consider it a late Xmas present") and that he would help me set it up. He apparently changed his mind and told me that set up is not something he helps with and something I do on my own. 2 hours later I get a statement telling me they charged my card $120 for this $79 item that I never asked for and which was presented as a free item for my $1000 plus upgrade. He made new changes to the already signed contract to treat it like it was agreed to and sent it as an uneditable PDF. The billing department that I waited 45 minutes to talk to just now told me I agreed to it, when I did not. He even included a recital with a box checked off that he helped me sit it up and install it which was another total lie. As usual, when I called to complain, it was the usual 45 minute hold, talk to 3 diff departments, and after talked to billing who did NOTHING, now transferred a 4th time to "Accounts Management Dept" and facing a 72 minute hold. They reply to all their horrible reviews with "we are very sorry," but they are NOT sorry. They change nothing. DO NOT USE this company. Find a local alarm company with ethics. These people are the worst of the worst. They will make no effort to fix anything. They do not care about you. They will also slide 5 year clause into the contract which is an absolute disgraceful way to treat 10+ year customers who upgrade. You are asking for trouble if you use this dishonest disgraceful company. Whoever the CEO is should be absolutely ashamed of him/herself, same for the customer service manager who should also be fired.

I don't know how this company stays in business.

They ruined my account of wrong installation and inaccurate billing.

Watch out when they over bill

My alarm system has not worked for over a month. Called and was on hold so opted for an automatic call back. When I got the call back, I was played a recording apologizing, but that i would be on hold for a long time. (What is the point of a call back if you are going to put on hold?) The call back came at 11 pm and I fell asleep before someone came on the line.

I have tried several times to reach someone to fix the system without success.

Our business has had ADT for 15 years and 7 months. We called February, 2022 because we were having issues with our equipment. A technician came out and replaced some sensors and did a manual communication test. He signed off that all was well. We rocked along until December 28,2022. Someone decided to throw a concrete block through our window and enter our building. ADT sent an email to our business at 1:19 am to tell us to "be cautious, burglary in process". They did not alert the police nor call any of the emergency numbers we had listed. We walked into the building the next morning to a concrete block on my desk; tools and supplies strewn throughout and out the window. We called the police. When we contacted ADT to inquire why we weren't called, we received ALL TYPES OF EXCUSES including that there had not been communication with our equipment since the technician came out on February 4,2022. I proceeded to cancel the service (thank God our contract had ended that year and we had not signed a new one - not sure how they let that slip!). I also cancelled the automatic payments. WE asked on SIX different occasions to speak to a supervisor to no avail. We were told that a supervisor would call us back within 48 hours. We are still waiting to hear back from a supervisor. Fast forward to today...I signed into our bank account and low and behold...ADT had drafted a payment the past Friday. We started the journey of speaking with a supervisor again. How could ADT draft a payment for a service they are not performing...and they had drafted that same payment for non performance for 11 months! After getting the runaround for over an hour, I finally decided to search for a corporate office phone number (*******600) and finally reached someone who would listen! I got the account closed and the payments stopped. Save yourself some headache and SKIP ADT for services.

ADT service was ok but their compassion and treatment were not! It's a zero. I called ADT today again, to inform them around June 30- 2022, that I needed them to close down my account until I found another home due to the sewer pipe busted throughout the townhome. I was told they could not close it down or hold it for me because of a contract that should have ended long ago. I had been with ADT for 5 years, so how could I still be on a contract, besides the one I am on at my new address? However, since their customer service started working from home, has been a challenge for most of us customers. Customer service answers the phones from their home but does not put notes into the system as they should so another agent can assist you better. When customer service doesn't do their job it makes the customer looks like a liar. I have been dealing with this issue long enough! I called today because they refused my payment and I wanted to find out why. ADT is still trying to make me pay for a bill they would not stop. So I told them today that if they get on my credit report I will see them in court and I do have evidence of the home being repaired as I speak. I do not understand why ADT think that this was great customer service when they do not care about their customer who is helping them stay in business. You all needed to know this information and who you are dealing with when it comes to an emergency. Have a blessed one.

Atrocious, Horrible, Appalling. If I can offer you any advise, RUN AWAY FROM ADT. Not worth the expense, Not worth the ALWAYS WAITING ON HOLD, Not worth the false alarms, Not worth the slow app response. JUST DONT DO THIS!

I have tried for 3 months to cancel their service. When you call to cancel you are placed in the accounts queue forever and ever. They hope that you will hang up. We were told that we were under a 5 year contract and would have to pay a $400 cancellation fee (we never agreed to the contract and they could not provide a copy). Even after we asked for a copy of the contract they could not produce it and we asked for it 3 times in 6 weeks. One agent said it was snail mailed and another said it was emailed but it never came. Finally after being on hold for over 3 hours in 2 days we were given a cancellation date. Bad company to do business with.

Was told by ADT customer service that even though I cancelled my service after 7+ years I need to pay for another month because it takes THEM 30 days to take my billing away! They offered me a 25% discount, I AM NOT PAYING THEM for their inability to promptly cancel my service! I canceled 10 days before payment was due and unplugged my box per their instructions!
They turned my account over to a collection agency! I told them to stop calling me because I have no intention of paying. Filed a complaint with BBB.

This two are the worst service i've ever experience with.
ADT- you deed with a contract and then suddenly they terminate the customer and owe them $500 dollars. Bull$#*!!, give you bank info so you can take out an monthly amount that stated for you to take out the monthly bills for hassle free and then you'll be surprise all of the sudden a collection agency called that i'm in collection for not paying. Get your $#*!ing system fixed! That way customer are happy with your service. But never mind i have big regrets on having this security.
TELUS- poor internet service out here in suburban area fiber sucks and not good enough as the shaw. Very disappointing service. As well as the customer service. Stay away! Stay away! Stay away! From this two. Don't waste your time and money. Regret! Regret! Later.

Called the help line 04/01/2023, very rude, unhelpful! Hope this business close down sooner!n!

How is this company still in business? After they installed for a low price the install was over 300% more than they said plus cameras never worked. It took several calls holding for over 119 minutes for customer service to be told they need to transfer us.
Then we just wanted to cancel everything, but after 4 months of calls, not being able to cancel online, we canceled the Visa. We are not in a contract so 1 call should have worked. But we can not get this canceled and they continue to charge and are now calling to collect the money. This is not a fun company. The AG office has been contacted at this point. We would like all out money refunded.

If I could provide "no stars" as a rating, I would. The prices are incredibly high, the hardware is not quality, the service and support is poor and the extent they will go to stop you from cancelling is ridiculous. I will never use this company again and worn anyone looking for security to choose a more ethical organization with better technology, value and service. LOOK ELSEWHERE! NOT ADT.

I have been with ADT for over 20 years and I have seen the customer service decline over the years. Why is it so difficult to speak with an ADT rep? And, when you're connected you're in the wrong department so when you get transferred the phone hangs up on you.

I recently switched from ADT Pulse to ADT Command system - I have to say it sucks! The reliability just isn't there. Tonight, the battery on the main panel is dead, which I didn't know until the other panels were saying "standby" - I try to call ADT for help... instead during the hold times I fixed it myself! I ended up pulling the battery from my Garage main panel (I have a separate ADT Command system) and it turned back on. I haven't even had the system for 6 months and the battery is dead already and the monitoring center did not receive notification that my system was down. What am I paying to be monitored then? At this point, I am completely frustrated because I have spent so much on this new system and it sucks! In addition, the ADT customer support sucks... well, their answering phone system! I will need to call to see what my options are - if I can get my money back or switch back to the ADT Pulse system.

They will answer your call on the first ring if you are trying to sign up for service. They will happily upgrade you. But there is zero customer support once you are within your contract. And God forbid their equipment quits working. They will charge you $100 to come out and fix what their incompetent technical support crew cannot. I have spent four and a half hours of my precious life being put on hold being given the run around and not called back ever this entire week. Wait times are close to an hour just to get someone incompetent on the phone who cannot resolve the issue. I have been a customer for years and will not be tricked into another 3-year contract because they fix something. Their cameras are also unreliable and never catch what was important. Worst security system I could have dreamed up. I will be canceling my contract in February for good. Even if you let them know you are having a lot of issues and are at your wits end trying to get a problem resolved, they continue to run you in circles and are nearly impossible to reach. Do yourself a favor and don't get caught up in a contract with ADT. ANYONE HAS GOT TO BE BETTER THAN ADT FOLKS

Trash if they had an option for no stars and trash cans I would give them 5 sorry excuse for a business

We have a manual key pad that was no longer working so we couldn't turn the alarm off, about thirty minutes later ADT so called Security calls, we can't turn it off and they wouldn't do my husband cut wires on alarm speaker, about an hour later they decided to be so very kind as to turn it off. We agreed to an appointment with them to send a technician to replace the faulty key pad. Here's the thing too is you're taking off from work and the technical never showed up and did not call so then I have to call to ask and get told some lame made-up excuse. And no I don't want to reschedule, I'll find a different home security company!

Window boxes stopped working after six months and requires batteries that I was never told I had to replace