ADTReviews 798

Just spent over 3000.00 for a security system and have issues with a device. Called to get help and they want to charge for the visit, absurd! In addition when the alarm has gone off, no one calls to make sure everything is ok, aren't they supposed to do this with monitored paid plan?

Our cameras frequently disconnect and you are only given a 90 warranty. After that you pay service calls and equipment or parts replacement or you fix your cameras yourself as instructed via phone calls. At 81 years old it is unsafe for anyone to have to climb a 12ft ladder to reset their cameras on a concrete driveway. There are no exceptions for their service fees. We occasionally set our alarm off accidentally and maybe twice in 18 months have received a call inquiring about the alarm. You cannot get out of your contract without paying the initial 36 month contract total in full even though you did not get a quality piece of equipment. Just dont!

I spoke to someone named Brandon (if that was his name), Sr. Advisor on October 18th, 2023 about their services. I was told that there would not be any charges until after 3 days as a customer. He quoted a price of $89.99/mo. Then the price dropped to $79.00/mo. It seemed like a good deal until I got a call back on Friday, October 20th about my upcoming appointment and that I would need to download the Google Nest App on my phone and pay $73.00 for the technician to come and install the system. I told Monica and Jessica he never mentioned that to me and to cancel my appointment and don't call me ever again.
ADT, your company is not that good if you need to use deceptive practices. Like I said,
Automatic
Deceptive
Tricks

Thought after 4 transferred calls I would finally talk to a person without someone trying sell me. Got to someone in cancellation, he said no problem he will do a transfer to our family who moved into our home and give the same price because nothing changes or adding on anything new. It was all lie. He charged more to my family member and sent out technicians to do what?! Just to look around the house?! ADT is SCAM. We use another company at a new house and couldn't be happier. Don't ever tell ADT your new home address. We got the house broken into at our house when we were talking to sale rep at ADT, we have a feeling they have something to do with it.

So adt claims to be the top in home security. But since having this system I have had nothing but problems. This is the worst system ever. It only works half the time then I had the cams hard wired to my house and all of a sudden one cam disappeared and the others would not work. After calling customer support and they could not fix it I was charged 60$ foe a tech to come fix it and still they hardly work. My house has been broken into and never did I get a call. This is the worst ever mi d you I paid 800 for the cam. Then when installed I was charge 2500 not including the cams. Bull$#*! $#*! service

Absolutely hands down the worst company to ever have to deal with other than Safe Streets their authorized dealer. Almost 2 months of trying to get a refund and my account closed. Then being told oh you didn't try to close your account. Requesting a copy of the phone calls that I made to shut the account down and have the money refunded was met with you'll have to get a court order. We can't refund you the money even though the request to close the account was in less than 24 hrs. Go to Amazon buy your own system and save yourself for the complete incompetence of both companies.

They stole $650 from me because they had my card on file. When I called they flat out refused to let me speak to a supervisor, now sending me to collections for a bill I don't owe!

Most people in ADT don't know how to work the Nest system, I have spoken with several technicians and they don't know how to fix issues with the cameras, no sound ans the microphone doesn't work, if they are selling this system, they must have people that knows how to work it. Not a serious company, go with someone else.

He is very helpful and knowledgeable and friendly. He cleans up all the mess if he makes any. He answers all the questions and he makes sure you understand everything before he leaves.

Totally lied to from the beginning! Told us we would have the exact system we had with all the sensors. First quoted over 600 then dropped to 300 then to 99. But after paying and installing the adt app wasn't showing the control panel, after over 2 hous on the phone customer service tells us there's a 10 doll a month charge for your control panel to show on the app! Sensors on the window looks like a 2 year old put them on. Glue caked on around sensors instead of scotch double sided. I wouldn't recommend this company to my worst enemy! Equipment JUNK!

I canceled my services and did a buyout with another company a month ago. I was billed by ADT a few days ago. I have called several times just to be on hold for almost an hour. When I finally get on the phone a rep, Victor picks up and I explain my situation. He tells me to contact Safe Haven, which I did prior to contacting them. Safe Haven did their part, and told me to cancel with ADT. Long story short, he said he can't help me. I have to contact Safe Haven. I asked to speak to a manager, he says there are no managers on the floor. I asked for a manager phone number or to speak with someone else. He's hangs up the phone on me. I call back, wait another 30 minutes, and the same rep, Victor picks up the phone. As soon as I give my name, he hangs up on me. I am still trying to cancel my services with them. Straight trash

Customer service guy was nice. When I had system installed originally the guy did not finish the job. Before he left that day he demanded payment. Never returned to finish. Now I have error codes that guy cannot fix on phone. I asked to just have a human come fix and was told 135.00 for 30 minutes. I haven't called or asked anything for 16 years. Now this. Looking for a new alarm company

Terrible customer service, must sign a contract, cancellation fees, clueless help line and high prices

Everything was fine until I moved. Since I've moved I haven't been able to get the hub to work. I've tried calling and canceling and have received no help. First call was told to call back during business hours. It was during business hours. Second time, after getting through the lengthy automated system, spoke with someone who said they'd transfer me. I was transfered and then hung up on. I tried the chat. I was apparently next in line and then 1st in line and then there were no representatives available to help me. They are very hard to reach if you want to cancel.

A bill for $113.40 has been sent to collections with Credit Collection Services under my name.
I have been told that it was for the months of May-July.
My contract ended at the end of April 2023.
I was charged and the money was withdrawn from my account for May-July, even though I was assured in April that I would not be charged after the contract expired.
After numerous days of being on the phone with various ADT customer service reps in the month of July, I was promised that within 10 business days I would be refunded and that I would stop being charged.
I was told that it was for the months of May-July.
My contract ended at the end of April 2023.
I was charged and the money was withdrawn from my account for May-July, even though I was assured in April that I would not be charged after the contract expired.
After numerous days of being on the phone with various ADT customer service reps in the month of July, I was promised that within 10 business days I would be refunded, that my account was inactive, and that I would stop being charged.
I received an email confirmation regarding that promise.
After 12 business days, I noticed that I had not received a refund. I called again and was on the phone for hours…and was "transferred" (hung up on) numerous times. I was told by ADT employee Andrew Bowen that the refund was not approved. I explained to Andrew Bowen that I received an email confirmation. I was told by Andrew Bowen to send a copy of the email confirmation and that it would be looked into further. I forwarded a copy of the confirmation but I never heard back from Andrew Bowen.
Finally, I resorted to reaching out to my bank.
They investigated the matter, initiated a "stop payment" on any further ADT charges and they reimbursed me the $162 as ADT avoided responsibility.
I received mail from ADT in August telling me that my account had a $48 credit on it…an account that was cancelled.
Today, Credit Collection Services called telling me that I owe ADT $113.40.
$113.40+$48 is about $162.
I was charged for May, June, and July of 2023 without my consent and after I was guaranteed in April of 2023 via phone with ADT that I would not be charged when my contract ended starting in May.
I paid the $162 but was reimbursed by my bank.
This is fraudulent and it is hurting my credit score.
I have had to take days' worth of PTO to be one the phone with ADT between April 2023 and today.
Please, help make it stop.
Please please please.

I bought ADT. My alarm went off due to my leaving a pot on the stove. With my fire alarm going off I noticed my ADT System was also going off so after I got my smoke alarms off I allowed the ADT System to continue sending the alarm. No one called. Not one person was MONITORING MY HOME SYSTEM. I called ADT to cancel my service and ADT still wants me to pay the remainder of the contract for services
I was not receiving. Find another security company if you want to feel secure because I found out the hard way ADT is asleep at the wheel.

We had adt at our first house great experience… we moved and adt can't get anything right. The new system uses cheap products and breaks and you have to pay for a replacement even though it's their product. Billing messed up for over a year, sent our bill to the wrong address? How is that possible considering they are supposed to be servicing our house? Took a year to fix but in that time the billing was so messed up… fixed it but when trying to get a new sensor after just replacing it and calling for months after it was so called fixed… I have to pay to get them to come out to fix a product that broke within 2 weeks! Wow so disappointed in adt. I thought they were in the business of keeping families safe it turns out they don't care. Only one good service rep who helped us finally after hours and months… the kicker is she couldn't help with another sensor though… that department could care less about people. Used to speak highly of adt… still waiting to get my sensors fixed.

No
One will come out I have ask and call and email they just want to troubleshoot looking for new services

All I wanted was a service call. Waited their 4 hr window, only to have them reschedule. Unbelievably, they did the same thing the following week. 8 hours of wasted time.
I'm a 16 year customer. What would happen if I had a real emergency? $100/mo for what?
DO NOT WASTE YOUR TIME WITH THESE CLOWNS. Switch to Simplisafe or something else (as I am doing). ADT should be ashamed.

Basically I was given no quote, I was pushed to give my back account numbers to "move forward" in the process. Unit does not work, they will not repair, they played games until their "time frame" was up to return but on-line states six months. I've registered a complaint and got no where. I've spent nearly two hours on the phone one time and the other times pushed around with reps that barely speak English just to push me to another department. I was lied to all along. Now I have a unit that is worthless. We have no police department in my area so the system is only good for myself. ADT is taking two withdrawals out of my checking each month at nearly $100 when I was quoted $45.99.
When does this end? Oh wait when I get an attorney! And I have to change my checking account to stop them from stealing from me. DO NOT USE ADT. I have had their services in the past and was pleased. NOT ANYMORE. Oh and the unit is broken as well. I was told part of my package is a three year warranty. They charged me to come out and then didn't fix anything. Great warranty?