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1.6 612 Reviews

ADT Security Services Complaints Summary

90 Resolved
517 Unresolved
Our verdict: With ADT Security Services's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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ADT Security Services reviews & complaints 612

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4:50 am EST

ADT Security Services cameras/truthful information

a sales rep knocks on my door presenting service for adt security system, l listens to him feeling that he was being truthful. he advised me i had 7 days to cancel if i wasn't satisfied. I called within the 7 days just to find out it was 3 days. I'm still calling trying to get this contract cancelled, the front ring camera isn't working, and the alarm will alarm on its own and i have to run and disarm it manual. I'm a senior citizen that came thru covid in icu and still dealing with the long-haul effects. I feel I was not valued and taken advantage of,

Desired outcome: please cancel this contract and resolve this issue

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8:06 pm EST

ADT Security Services ADT Never Stopped billing for house I don't own

I lived in California for many years and had ADT for my home. I moved to Florida 4 years ago and started a company and I chose ADT as my security firm.

Up until today, I was not able to have them cancel services for my home in California which I no longer owned. I spoke to numerous customer service representatives and I believe the calls are documented. They each inormed me my service in California was terminated, but they never did.

When I called asking for the President of ADT to complain about this I was told that they had resolved it and I would get a refund. That never happened.

This company is the worst. I will go on all social media platforms and I will cancel my business account with ADT

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Mr. Helpful
Los Angeles, US
Feb 24, 2022 8:19 pm EST

Hi Mr Ocon.

Were you under contract with them?

It's frustrating when it wasn't caught initially but if the services were rendered, they deserve to be compensated.

Do you have the cancelation agreement in writing.

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1:21 am EST
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ADT Security Services Alarm Cancellation & Refund

I have had money deducted from my account for almost 8 months even though I have not had a functioning alarm. I have tried and eventually succeeded in getting the alarm cancelled but still there was a deduction. Now I cannot get anybody that will speak to me about the refund I am due.

This has ben going on for about 2 months already.

Desired outcome: I want my refund

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11:05 am EST
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ADT Security Services Security

I was trying to cancel my service because I need to save money on things I don't need right now and I was told back in October I signed a fixed rate until September 2023. I was also told if I canceled now that I would have to pay 75% of the total until then. I was told to wait in October so I don't have to do that. I can't not afford to pay for this anymore is why I am trying to cancel. There is a way out of everything and I was told I was a loyal customer for 3 years. APPARENTLY THAT MEANS NOTHING TO YOU GUYS! All this told me is you are happy you have my money and are happy to keep taking it! I will never recommend ADT to anyone!

Desired outcome: I got $7 dollars off for the next 3 month. Big deal!!

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7:22 pm EST
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ADT Security Services Terrible Service

I had ADT security systems for…

I had ADT security systems for approximately 20 years. I wanted to talk with a representative and was never called back. I tried contacting them multiple times!

I would not recommend this company for their services, it’s a waste of good time

Reply from ADT

An hour ago

We're terribly sorry to hear of your frustrating experience as longtime ADT subscribers! We would be happy to review this concern with you further if you could please email our team directly at [protected]@adt.com along with the full address/telephone number linked with the services and a reference to your review. Thank you!and money!

Desired outcome: This was the reply from ADT, looks surprisingly like most other replies from ADT to other complaints. Then they ask me to send them my contact information so they can contact me??? If you look at the BBB, they have a 87% negative reports!!

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Nancy Dee
Carmel, IN, US
Apr 04, 2022 9:22 pm EDT
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We have been trying to contact ADT for 3 weeks. The alarm they installed in our sump pump never went off . Basement flooded. We were out of town. Thank goodness we have neighbors that check the house while we are gone. Their technician came out. It was a faulty sensor. Also, after the tech looked at our system it was never was hooked up to our home which was never able to alert ADT. ADT said we need a new system ours was old. It was FREE!. Got the work order emailed to us from the technician that installed our new system that evening. He forged my husbands name to a 3 years contract that was never mentioned to us prior to the install. Corporate says they can not do anything . All complaints have to go through our local office The only number we have is the corporate #. Corporate states they will forward our complaint to the local office. ADT promised for the past 3 weeks they will call us back in the next 24 hours. They have will not give us the email or a phone # of our local office. Thought we found a local # on line no one will answer. We want the entire system taken out now. Have to run that through the local office.

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9:15 pm EST

ADT Security Services Solicitation

On Monday night, January 31, 2022 I was visited by an individual who identified himself as an agent representing several companies AT&T, Century Link, DIRECTV ADT and one other.

He offered a plan to bundle DirectTv in with my Century Link Phone and Internet and eliminate my DISH with it being bundled into one bill by Century Link. This would approximate what I pay now for Century link alone, but would be a 36 month contract.

After further discussion he started talking about ADT being included and where the RING camera would go.

He then said that the ADT billing would be separate $97 for Century Link and $63.99 for ADT.

Less than two hours later I was fully installed , though not very trained. I wasn't skeptical because a system was installed and I talked to ADT (SAFESTREETS) financial reps over the phone.

After they left, I received a call that my golf partner of 3 of the last 6 days, tested positive for COVID. I called the other person and let him know. (I later tested negative, called him again and he said the installation of DirecTv would still be 8 - 12 on Friday.)

I never used ADT because I needed to know better how to work it.

When DirecTv didn't show and I couldn't answers from Jonathan Jones [protected]) or [protected]@gmail.com I became concerned and started reading the ADT contract which I had finally printed.

To my detriment I didn't get my ADT documents printed right away, and near the end it talked cancellation. I obviously didn't sign it by Thursday night, but ADTs $99.00 and $63.99 were taken out of my Account.

In hind sight Jonathan Jones and John Lobdell (ADT) were complicit in this activity. John Lobdell said he could be reached at [protected].

Without the benefit of bundled Century Link service, I would not have been considering ADT service and feel embarrassed over the situation.

I would be willing to forgo the $162.99 already paid and put in a new doorbell if this were cancelled. However my other concern is that your company understand what happened. I don't believe you condone these methods.

We live in a retirement community where some people may have need of ADT, as well as we might in the future, but this type of activity is not great for your reputation.

I appreciate any assistance you can be in this matter.

Desired outcome: System removal, No future charges. Show management what hurts your reputation. Respond to me in a timely manner.

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4:23 pm EST

ADT Security Services Cancelled service and still billing me - adt security

Dec. 10, 2021: I called ADT SPECIALIST number as instructed by ADT Security to cancel my service due to moving, and was assured the service would be cancelled effective Jan. 10, 2022 and I would be charged for that additional 30 days, which I have paid.

Jan. 10, 2022: I continued to receive billing for Jan 7 through February 7.

Jan. 26, 2022: I called again and ADT Security said they had no record of my cancelling. (This is completely false because on December 13 I received a call from the local ADT rep acknowledging my cancellation of service and asking if there's anything he can do. I still have record of this call on my phone.) I then called ADT SPECIALIST again and Tyler acknowledged that I cancelled service on Dec. 10 but it was not processed. He agreed to "backdate my cancel to Dec. 10 and refund the charge."

Feb. 5, 2022: I received another invoice for Feb. 26-Mar. 7 with a balance due of $84.60 (showing an adjustment of $16.92 for Feb. 26-Mar.7. I cannot get these people to cancel my service, yet I was assured on Dec. 10 that I had a month-to-month contract and could cancel with 30 days' notice.

Desired outcome: My account credited for the $84.60 balance due to show a zero balance, account closed.

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7:56 am EST
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ADT Security Services Home security

On 1/4/2022 I signed a $3,300 contract with ADT.

This was for their 5g system. Within days, they had to return to my house to replace a door bell that was not working. And to hook up the recording system, that was not installed correctly. And today they had to replace a low battery. All this in less than 30 days, on a brand new 5g system. And another low battery on 2/7/2022 they have yet to explain why this happened. Or have a supervisor call as promised

Lance Langlotz

908 Daytona Avenue

Holly Hill, Florida 32117

386.290.5198

Desired outcome: I WANT A TOTAL REFUND. BECAUSE I WAS PROVIDED WITH CHEAP EQUIPMENT. AND TECH. WHO DO NOT KNOW THEIR JOBS.

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9:04 pm EST

ADT Security Services Not honoring Buy Back Policy

ADT does not reply their proxy but still charges you. I had a tech not show up, now they refuse to send another tech to repair my 1 month old broken system. So I tried to use their Gurantee Buy Back Program however they refused to honor it. They are defrauding people out of money. A lot of people from what I have read across the internet.

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12:22 pm EST
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ADT Security Services Alarm service

I went online and called to cancel my account with them 3 weeks ago because I sold my home and they are still taking money out of my bank account. When I called to speak to someone they were rude and shuffled me around to 6 different people for over an hour and eventually hung up on me. I had to call my bank and tell them to take them off of auto pay.

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2:59 am EST

ADT Security Services Cancellation and previous fraud

I wrote a letter to ADT and cancelled my services at the end of September.21. They continue to bill me monthly even though I continue to send them letters monthly saying I cancelled in September. I am not under contract I have been a client for at least 15 + years. This is not the first time to have an issue with them as when they first made the change over to cellular service they actually came into my home and wired it to nothing and then charge me months on months on months end and they told me if they sent someone out that they would charge me a fee. I couldn't use my system. I had told him something was wrong. And they kept telling me they could ping my house. I finally got on social media and someone on social media for ADT said they would look into it which they did and they sent someone out and that person that came out was so embarrassed because he had to come up and tell me that the previous person which was a year to two years prior had not wired or connected my system to anything so I was basically paying for a service that I never received. So ADT have been lying to me for months saying that they were accessing my house when they were not. ADT stated that they could only give me a 6-month credit. Then most recently I have the ring system and I had a gas issue in my house the ADT system did not even react and RING had already called me and the firemen were on the way. There is no notation on ADT under historic events of them ever calling the fire department on my behalf. Therefore the date after this incident I cancelled via letter to ADT and have done so every month since and they still continue to send me a bill and telling me I owe them $200 as of today.

Interestingly enough when you go into their website I had to update information because they still had phone numbers from back when they replaced or supposedly replaced the cell system. I don't think I've had a phone for 10 years if not more.

Further they say they have 24 hours support that anytime that you go into their system it says agent not available. I have taken pictures that are time-stamped that also proved that to be true. They make it very difficult to communicate and again in nor any instruction that is provided.

I have pictures, timestamps, previous incidents documented on a different source file should they be needed.

Desired outcome: Bal $0. System wasn't functional. Cancelled 9 28 21.

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1:13 pm EST
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ADT Security Services Poor service, not providing promised service yet withdrawing money from your account, which is stealing.

ADT, contacted us in February 2021, to say they had to come in to change our system. They came 4 times and could not do the upgrade. We told each tech, as well as the phone rep, that we were leaving on April 9, and that there would be no access to the home once we left.

During our time away, we had many phone calls with ADT, each time explaining again, that we were away until Dec or January. One of your representatives put the blame on us, the customer, saying that the 4 ADT people that were sent to our home, were not ADT employees, but contractors. I asked how we would know the difference as they were wearing ADT shirts?
After the 2nd or 3rd visit, won't ADT send in the people who could fix it?

We asked ADT to stop charging us for service that they admitted was not working. They ignored our request and charged us each month. One rep told us that we would get a credit for the months we were charged. Today, I spoke to a supervisor who said they were not going to issue a credit. Charging us and not providing working service is stealing… sad that ADT is OK with this. I will be going to the BBB, and other organizations to recoup our loss.

We were customers for 10 years. Today we cancelled our account.

Desired outcome: Credit or refund and to be treated respectfully with an apology.

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12:44 pm EST

ADT Security Services Security Camera system

We got a security system from ADT and for the last 2 months, it's not working. We called them many times, got the work order # but till today no one came to fix it. The work order # is [protected]. ADT has the worst service ever. ADT IS REALLY BAD. We will NEVER RECOMMEND ADT to anyone. WORST COMPANY AND VERY VERY POOR SERVICE. NEVER GET SECURITY SYSTEM FROM ADT

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11:01 am EST

ADT Security Services ADP cameras

We have tried to cancel for months now they refuse. We were robbed and the cameras didn't work twice. They send a tech and nothing. It's a nightmare. I asked to cancel they put me on hold for 3 hours twice. Currently on hold for 3rdtime & they want to argue about canceling the service even thought I told them I had to replace the system to catch they people. They want me to have another tech out( I replaced the service - it's like talking to a brick wall) They now want to charge me for the contract. On with the cancellation department now for 45 minutes arguing asked finally for a manager. They apparently aren't responsible to their end to do their part but we have to pay even though they failed. Would never recommend this just due to the cancellation process and customer service aspect on ADT. Keep customers by making it easy to cancel, ADT is making this a nightmare which is what people talk about. Word of mouth is the enemy and ADT is giving themselves a bad rep.

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4:08 pm EST

ADT Security Services My sales rep has lied to about price change and credits for having 4 systems

I signed up location as I needed and my sales rep told me if added my other 2 locations he would get my monthly bills down to 40.00. I have waited through his excuses of covid new manager and now he ignores me. I sill am charged 15. Dollars extra at 3 locations. The sytem at my house has gone off 4 time in middle of night for no reason, I had to just unplug it because they could not figure what is wrong with it.

Desired outcome: cancel all services as I cannot trust this business

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10:45 pm EST
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ADT Security Services ADT upgrade from 3G

I was contacted that I would have to have my equipment upgrade to accommodate the new system that no longer supported 3G. After hours on the phone they could not get a person out to my house to do the update so I requested to cancel the service. 5 phone calls and one of the calls I was transferred 12 because no one could/ or would cancel my service. I unplugged all there equipment and disconnected. Spoke to another person at ADT who said they would cancel but didn't. I don't have a contract with ADT just month to month and apparently they will not cancel your service. Now they call me multiple times daily and even came out to the house with their people beating on my door. They sent me some inflated bill. I owe them nothing . No contract can cancel anytime but they will not to keep jacking the bill up. This company is a fraud and a shame. I would never recommend their service to anyone. Crooks.

Desired outcome: Cancel my service effective 7/21

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9:04 pm EST

ADT Security Services Phone call on 1/11/22

I was writing a email regarding my customer service experience on the evening. 1/11/22. I contacted your 800 number to resolve an alarm notification call I received. I was calling to clear up the notification to inform your company that everything was fine. The customer reps kept transferring from different person to different person. The reps i spoke to were unprofessional . I was on hold for 14 min on call that should taken 2 mins. I was very surprised and disappointment of the outcome of call. I disconnected the call out of frustration. The matter was resolved by my wife I found out after the ordeal. I just wanted express my disappointment of the experience. I don't have my information in front of me. My name is Paul Spence. I live in Snellville, GA. My email address is [protected]@gmail.com

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1:23 pm EST

ADT Security Services No Gift Card, Cops went to wrong address

I never received the $100 gift card even after numerous calls. When the smoke alarm goes off and we cancel it on the pin pad right away they still call, my daughter accidentally put in the emergency pin and the police responded to the wrong address, not sure if ADT gave them the wrong address or if it was the police fault... either way if it had been an emergency we would have been screwed! The equipment is always messing up and way over priced. When the door bell camera was installed the technician didn't even know that transformer was too low for the camera to work properly... after many months of bad reception one of the technician finally said we needed to replace the transformer to a high voltage for the camera to work properly.

Desired outcome: Better service and my gift card!

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5:59 pm EST
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ADT Security Services They are thieves they will not stop trying to charge you in damage your credit avoid them at all cost

This company is nothing but thieves I have been trying for over seven months now to get away from them my contract was for filled obligations on my end or completely filled however the product has never worked from day one they will not take phone calls they will not stop so I had to close out my banking account to stop them from robbing me this company is a complete joke I'm going to make it my life mission to let everyone know how terrible this company years and it should be put out of business

Desired outcome: I will not pay you any more money ever ever ever you are criminals stop trying to bill me you will not get 300 something dollars from me

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Update by Victim of ADT
Dec 25, 2021 6:01 pm EST

ATT is a criminal company do not do business with them tell all your friends and neighbors and family they are criminals all they do is try to take more money and take more money I had to close out my bank account to get out for Marie them now they are trying now or they’re trying to destroy my credit I won’t have it

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5:05 pm EST

ADT Security Services ADT Alarm Services

We purchased an expensive alarm/video system for our new home almost two years ago. During this time, we had several incidents of the alarm being accidently activated. We never received a phone call from ADT of the alarm, nor were the police ever notified.
After calling ADT, they did a check of the system and everything checked out ok. But recently, the alarm began acting up, meaning it would activate itself and set off the alarm. Still no notifications from ADT and no police response.
Today I spoke to an ADT rep, (she sounded like an Oriental computer, very difficult to understand), and at first she couldn't even locate our account even after using several phone numbers associated with the account. She finally located our account but had out two-year old former address as the current address. After more research and wasted time, she finally located our current address. Then, I tried explaining the problem but she kept interrupting my questions but finally told me that she has no documented cases of our alarm going off. (I believe it is still linked to our old address but she didn't want to admit the mistake). Lastly, she promised that she would fix this problem but I see no reason to waste time "trying to fix the problem" when it will just pop up again.
I will attempt to see if there is another alarm company out there whom can take over our current alarm system, and maybe we can finally rest easy when we go out of town.

Desired outcome: Help in finding a reliable alarm company who won't misplace our account and one that will notify us of an alarm activation.

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Victim of ADT
Midway Kentucky, US
Dec 25, 2021 6:03 pm EST
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This company is criminals run from them do not use them they are terrible the product doesn’t work they just keep trying to charge money they try to run your credit they are trash

ADT Security Services In-depth Review

Overall Rating: 4.5/5

Company Overview: ADT Security Services is a leading provider of home security solutions in the United States. With over 140 years of experience, ADT has established itself as a trusted name in the industry, offering reliable and comprehensive security services to millions of customers.

Services Offered: ADT offers a wide range of services to meet the security needs of both residential and commercial customers. Their services include 24/7 professional monitoring, video surveillance, smart home automation, fire and carbon monoxide detection, and access control systems.

Pricing and Packages: ADT offers various pricing and package options to suit different budgets and requirements. While their prices may be slightly higher compared to some competitors, the quality of their services and the peace of mind they provide make it worth the investment.

Customer Support: ADT is known for its excellent customer support. Their knowledgeable and friendly representatives are available 24/7 to assist customers with any inquiries or issues they may have. Whether it's troubleshooting a technical problem or answering billing questions, ADT's customer support team is always ready to help.

Technology and Equipment: ADT utilizes state-of-the-art technology and equipment to ensure the highest level of security for their customers. From advanced alarm systems to smart home automation devices, ADT's technology is designed to provide seamless integration and enhanced protection.

Installation Process: ADT's installation process is hassle-free and efficient. Their professional technicians handle the entire installation process, ensuring that all equipment is properly set up and functioning correctly. Customers can expect a smooth and seamless installation experience.

Monitoring Services: ADT's monitoring services are top-notch. With their 24/7 professional monitoring, customers can rest assured that their homes or businesses are being monitored round the clock. In the event of an emergency, ADT's monitoring center will promptly alert the appropriate authorities.

Mobile App and Remote Access: ADT offers a user-friendly mobile app that allows customers to remotely access and control their security systems. Whether it's arming/disarming the alarm, checking live video feeds, or receiving real-time notifications, the mobile app provides convenient and easy access to the security system.

Contract Terms and Cancellation Policy: ADT offers flexible contract terms, ranging from 36 to 60 months. While longer contracts may come with lower monthly fees, customers have the option to choose shorter terms if desired. ADT's cancellation policy allows customers to cancel their service within a specified period, although early termination fees may apply.

Reputation and Trustworthiness: ADT has built a strong reputation for its reliability and trustworthiness. With millions of satisfied customers and a long-standing history in the industry, ADT is widely regarded as a reputable and trustworthy security provider.

Additional Features and Integrations: ADT offers additional features and integrations to enhance the overall security experience. These include home automation integrations, such as smart thermostats and lighting control, as well as integration with popular voice assistants like Amazon Alexa and Google Assistant.

User Experience and Interface: ADT's user experience and interface are intuitive and user-friendly. The control panel and mobile app are designed with simplicity in mind, allowing customers to easily navigate and manage their security systems without any technical difficulties.

Pros and Cons:

  • Pros:
    • Reliable and comprehensive security services
    • Excellent customer support
    • State-of-the-art technology and equipment
    • Hassle-free installation process
    • 24/7 professional monitoring
    • User-friendly mobile app with remote access
    • Flexible contract terms
    • Reputable and trustworthy
    • Additional features and integrations
    • Intuitive user experience and interface
  • Cons:
    • Higher pricing compared to some competitors
    • Early termination fees for cancellations

Conclusion and Recommendation: ADT Security Services is a highly recommended choice for those seeking reliable and comprehensive home security solutions. With their excellent customer support, state-of-the-art technology, and reputation for trustworthiness, ADT provides peace of mind and protection for millions of customers across the country.

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ADT Security Services contacts

Phone numbers

+1 (800) 884-4226 +1 (800) 521-1734 More phone numbers

Website

www.adt.com

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