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ADT Security Services Customer Service Phone, Email, Contacts

ADT Security Services
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1.6 611 Reviews

ADT Security Services Complaints Summary

90 Resolved
516 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 611

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Newest ADT Security Services reviews & complaints

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1:45 pm EDT
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ADT Security Services My Camera system is offline

I am calling ADT this morning to talk to a technician; each time I receive a callback, the automated recording will not recognize my entry of #1 to be connected to an agent, or when I answer other calls, the call is automatically disconnected. I have received the call repeatedly and never get an agent. This is so frustrating. This is the worst customer service for any product I have ever encountered. This back-and-forth calling has been 2 hours, with no results.

Desired outcome: I would like to be connected directly to a technician and not an automatic call back to get help with my system.

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12:07 pm EDT
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ADT Security Services CT Cameras

I purchased 7 CT Cameras and DVR system

The DVR stopped working after 10 months

When the tech arrived he stated that there has been a surge in power or lightning strike and that the DVR is not covered under my maintenance plan for a power surge.

After hours on the phone and multiple visits from the tech’s they are asking me to buy a new DVR for $1600.

I have had an independent company come out and evaluate the equipment.

They stated that the equipment has not been affected by a power surge and has a battery backup system and that the unit still turns on and the hard drive is spinning.

Contacted ADT corporate by phone today and was told that an independent inspection means nothing to them and that I basically have to do as they ask to get my system up and running.

I have a 5 year agreement with them and 4 years remaining.

Unbelievable that a company would treat a 30 year loyal customer like this.

Desired outcome: Would like my cameras to work as I am paying each month for their service.

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6:28 pm EDT
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This review was chosen algorithmically as the most valued customer feedback.

ADT Security Services - Customer service

After 14 yrs. I attempted to cancel my ADT account. The reason: since 2020 their customer service took a drastic turn for the worst. In the past, when I had a tech problem, they would schedule a service repair man to repair it. Now, they keep you on the phone with a foreigner attempting to 'walk you through your own repair' and after wasting your...

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4:33 pm EDT

ADT Security Services Alarm system

I acquired a new IPhone and called ADT for assistance in setting up their app for remote usage of the system. I was told that my system would not work on my IPhone and I’d have to upgrade my security system at the cost of hundreds of dollars. I said NO and asked to just disconnect me from ADT

I did get the system disconnected and went with another provider. I then got a charge of $318 for disconnecting to a system that they readily admit that I cannot use

What a crock, Additionally, they were quite rude to me when I told them to disconnect I was forced to pay because they threatened to turn me over to a collection agency

Desired outcome: Refund the fee

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8:01 pm EDT
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This review was chosen algorithmically as the most valued customer feedback.

ADT Security Services - System repair

I have spoken to Albert, Tracy, Henry and TK in Scheduling, I have had two service techs Lien Ly and David Edwards this week on 08-15-23 and 08-18-23. Whatever directions that were put in my notes on my account, the tech said unless I paid money up front he could not do the work. He slammed the door and walked out when I said Tracy said that I didn't have...

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7:00 pm EDT
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ADT Security Services Cannot cancel installation I never requested

I calked for an estimate but wasn’t sure what we needed. Rep made appt for someone to come here to recommend a system & give estimate. Day before the appt I got email about installation. I called immediately saying I didn’t want installation & was transferred to no fewer than 12 people. I wasted hours. No one could cancel. Finally a manager assured me it was cancelled. Today I got texts from 2 different people asking if I still wanted the installation. I chatted with an agent online who says I must cancel by calling SALES. No way. That’s how it started. I just want this cancelled permanently.

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1:52 pm EDT

ADT Security Services adt security system

Adt quoted me 50.00 per month but changed that to 104.00 which they charged my cc. I never received any paperwork when they installed the service on 6/28 when i questioned the 104 and wanted them to remove the equipment on the 3rd of july they said that I only had 3 days to cancel according to my contract. I said what contract? i dont have a contract per your website and the tv ads. So finally on 7/21 they send me an 11 page contract which i had no recollection of seeing and in fact did not see my husband being present also. I have sat for hours trying to get thru to someone and then would be told I was calling the wrong number. One lady called me and she was VERY rude and told me that I owe the company over 6000.00 for the equipment and they would turn me over to the credit bureaus. Let me say that I am 70 years old with an 850 credit score so if it comes to that so be it. I disconnected the equipment from google on /7/27 a day shy of 30 days so it is not being used and I also canceled my cc and allowed only the 50.00 i agreed upon to go to adt and disputed the rest

Desired outcome: I want them to come and remove their equipment. I have requested that since 7/3

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10:22 am EDT
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ADT Security Services Billing et al.

We updated our system last month and paid the extra cost to do so. Since then ADT decided to charge my credit card without my approval/knowledge for this month's bill. Sign us up for automatic billing (again not authorized). Now send us electronic bills (instead of the paper we've had for over 6 years). I've made three VERY LONG phone calls requesting a refund (nope per ADT since they've already charged my account fraudulently). I asked for a manager (nope - they're very busy). They did discontinue the auto billing (yeah since I never requested) and took my credit card off (good thing since I'm now having to cancel it to get rid of ADT).

I DO NOT RECOMMEND this company - go with CPI or someone else. When we bought the system their technician broke several pieces of inherited china - gave us a whopping $100 gift card to cover that. We've had issues with windows saying they're open when they're not. Etc. Again - given customer service and the way they charge you without any authorization at all - GO ELSEWHERE.

Desired outcome: A manager to refund the money they fraudulently took from my account. A paper bill every month as had been done the previous 6 years.

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3:32 pm EDT
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ADT Security Services Poor Service

Date - life of system, one year

Description - First, told it was an agreement for six months, it was a contract for 3 years... I guess that is on me but the "sales rep" absolutely took advantage of me being worn out from long day at work and thought there was some level of trust.

Second, the system is junk. J u n k. Please go with SimplySafe, it make no difference to me, I get nothing from it but would rather help folks make better decisions than I did.

Third, repeated R e p e a t e d calls about the system down, one camera N e v e r W o r k s and another is hit or miss like the wind. Google crap. One glass break goes off e v e r y t i m e we close a door near it

Go with something else, wish I could get out of this and go SimplySafe.

ADT was a leader in this field historically, now they are scam artists, this stuff is junk.

Desired outcome: To get the [censored] out of the contract. Is that clear enough?

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10:36 am EDT
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ADT Security Services ADT security system and representatives

I have been a customer of ADT for the past 4 years. My last contract ended in June. The ADT system started making a very different sound when the doors opened as soon as the date of my contract ended and I could not even lock the house. I was unaware of my contract ending and so called ADT in June to ask about it. I was anyway not going to renew ADT as it did not even have a camera.

The strangest and most suspicious thing is that now after having charged me unfairly for July and August and say that that they cannot find any record of the June conversation I had with their representative. Strangely, this is the conversation where I had specifically said that I am not interested in renewing my contract. What is all the more suspicious is that this conversation seems to have disappeared after I spoke with a male representative who falsely accused me that I had agreed to renew my contract for a year. Why would I extend my contract on a house that I would not be living in from August onwards? I have been on the phone with them for the past s2.5 hours not counting the time spent yesterday eve to solve this issue which they have been passing around from representative to representative.

Desired outcome: Assurance from ADT that is is not going to charge my account and reimbursement of my July and August payment.

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8:55 am EDT
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ADT Security Services Management of ADT and Tech not showing up

I had a break in at my business. ADT system didn't work. I called ADT informed them and requested for a manager. I was told a manager will contact me back within 48hrs that was on July 11th and we are in Aug 2nd and no one has reached out yet. I called again to get tech out to fix the issue however, i keep getting the run around. I spoke to a manager over the phone and he set up an appointment for me for few days later however on the day of the appointment i found out it was a virtual apt. They new what the issue was and Tech has to come out to fix it and nothing that was gonna be fix over the phone but didn't want deal with me so they did that. I finally got another apt fpr Tech to come out after being on the phone for over 2hrs however he never showed up even though he called and said he was in route later i get an email saying work was completed. I am beyond livid at this point. I called again today and next apt they can get me is on the 16th. At the mean time ADT calls me at least 3 to 4 times in the middle of the night telling me my alarm is going off and windows are being tampered with. I have not had a peac of mind since July 11th and ADT so far doesn't care about what's taking place nor care about my safety as long as i making my payments. This has been the worst experience i had with ADT by far. If i can't get resolution ASAP i would like to discontinued my service with ADT ASAP.

Desired outcome: Get Tech out and get the problem fix or discontinue my service.

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3:03 pm EDT

ADT Security Services Home security system

We have been trying to resolve issues with our ADT monitoring system since the beginning of June 2023. We were told by ADT in June that we were being monitored. However, we learned from the ADT tech person on 24 July 2023 that we have no monitoring with ADT at ALL.

What are we paying for if the system is not being monitored. Also was informed by on of ADT agents that we have not had service since March 2023; as she could see the issue (and nothing was done about it)0, we have had this issue ongoing issue since March 2023. It is really sad that ADT never contacted us to let us know we were paying for a service that we are not receiving. $64.34 a month is a lot when you are on a fixed income. Request our money back for March, April, May, June and July 2023 as well as the charge for the tech to just look at the system to let us know he could not help us.

I spoke with 10 or 11 people from ADT on 25 July 2023 trying to get this issue taken care of. It should not take that long to receive assistance regarding home monitoring systems.

We cannot afford a upgrade to a new system that uses the internet knowing it might not even work.

Desired outcome: For ADT to offer us a better deal for upgrade to an internet monitoring system and refund of our money for March, April, May, June and July 2023 at the cost of 64.34 per month.

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9:57 am EDT
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ADT Security Services service

The account was in my husbands name, he is now deceased. ADT put the account into my name without my permission, I never signed any contract with them. They took money out of my account without my permission, and the money has been returned. They continue to send me bills, even after I submitted the death certificate. I never signed any contract with ADT, and they continue to harass me.

Desired outcome: Leave me alone, close the account, take my name off of the account

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9:01 pm EDT
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ADT Security Services Security system

I called and cancelled my service in Feb. I looked at my account and saw they took out money and then told me because I accepted an offer for an upgrade (which never took place) that my cancellation was voided and they will not refund my money. No one said my cancellation did not go through because I accepted an upgrade for FREE and then was told a fee was attached. My alarm has NOT worked in 7 months.

Desired outcome: I want my money back and I never in life will deal with this rip off company.

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5:39 pm EDT
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ADT Security Services Complaint regarding adt's misleading promotions and poor customer service

I am writing to express my deep disappointment with ADT's services. Despite their enticing promise of a $100 promotion upon signing up, ADT has failed to fulfill this commitment, leaving me feeling deceived and undervalued as a customer. Moreover, their customer service has been consistently unsatisfactory, as I have encountered unhelpful representatives who seemed more interested in passing blame than resolving my concerns. The lengthy waiting times and lack of empathy further exacerbated my frustration, leading me to question the company's commitment to customer satisfaction.

Not only did ADT's failure to honor their promised promotion create a sense of distrust, but their lackluster customer service further solidified my decision not to recommend their services to anyone. As a paying customer, I expected to be treated with respect and receive prompt, reliable assistance. Regrettably, ADT fell short of these expectations, undermining their reputation and credibility in my eyes.

I believe it is vital for other potential customers to be aware of these issues before choosing ADT as their security provider. The company's failure to fulfill promised promotions and provide satisfactory customer service erodes confidence in their ability to deliver on their commitments. I strongly urge ADT to take immediate action to rectify these concerns, fulfill the promised promotion, and implement meaningful improvements to their customer service protocols. Failure to address these issues could result in further damage to ADT's reputation and the loss of potential customers to competitors who prioritize transparency and provide exceptional service.

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8:19 pm EDT

ADT Security Services Sales in Grand Palm Association,

We have been forced to get a new Smoke detector for US$.100, if we closed an account, and re-open. I bought a house at 740 Cypress Point Dr. W, Pembroke Pines, Fl 33027 we are part of the Grand Palm association, the technician never test any of the Smoke detector, so I agreed to pay for one.

I have a house 15211 Wilshire Way, Pembroke Pines, Fl. 33027, part of the Grand Palm association, I put it for rent, and now the seller is telling them tey must get a new Smoke Detector for $. 100,

That Smoke detector was changed about 3 years ago, when you by mistake closed my account, for about 6 months, never give me a credit. This year on the month of February 2023 it was test by the Pembroke Pines Fire Department, due to the incident, everything was ok. Now that I rented that house you are asking me to buy a new Smoke Detector? you are abusing us.

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3:05 pm EDT
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ADT Security Services Billing

Petra New

Account Number [protected]

Billing Address: 355 Park Ave Lake Park Fl. 33403

On March 22nd, I called ADT to service my system, one of the keypad and some of the door sensors were not working. ADT informed me that my system was going obsolite and I would need to upgrade the entire system. The cost they wanted to do this exceeded what I could possibly pay so I asked to have my service disconnected.

A day later their business retention department called me and offered to upgrade the system at no cost but that my new monthly system would cost 65$ a month. They said it would need to be approved and the new charges would start once the system was installed.

A month later I say my account was charged 65$ I called ADT and explained I should not be charged because I do not have the new system I was promised. They looked at the account and confirmed and said that the charge was in error and that I would be refunded back the charge and that someone would call me to schedule my installation.

Another month passed and again I was charged and no refund was given for the previous month. I called ADT again. The billing dept confirmed that they could see that my account was scheduled to be deactivated March 22nd but they don't know why it wasn't and that I would need to speak to someone in the account management department.

I was transferred over to that department where I waited on hold for an hr and the person that came on he line tried to sell me a new system for over $1000. I kept saying I want my account cancelled and that I did not want service from ADt. I was asked if they could pull my credit. WHen I refused and said I just want my service cancelled and refunded. The person hung up on me.

I called ADT back again waited on hold another hour to speak with someone. The person I spoke to stated they could see my cancellation and that they would process the order and that I would receive a refund check in the mail for the months I was charged.

Today July 5th I checked my mail and I see I received a bill. I called ADT back the billing dept now claims that my cancellation order was put in for JUne 22nd and that the account management department would have to get involved.

I waited over an hr to have them call me back and when I explained how I was being charged fraudently my ADT they immediately disconnected the phone.

Desired outcome: Refund from March 22nd when I put in my cancellation order.

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11:20 am EDT

ADT Security Services Alarm

My whole vehicle was stolen out of my driveway and our ADT cameras recorded nothing. I called and the representative said she doesn't know why, everything looked good on her end so she would send a tech out. A tech came out and said he doesn't know why either but they don't even use these cameras anymore they have Google cameras if we would like to purchase those. Then told me how would I like to pay for the service fee for him coming out. I refused to pay. I have been trying to get in contact with ADT for three weeks. I've told my story to multiple different representatives just to be passed around and around. No one knows how to help or what department to send me too. It's apparently impossible to get a supervisor on the phone and I have spent hours on the phone, trying to get some help. STILL haven't resolved this. Worst alarm company I've ever had.

Desired outcome: RESOLUTION!!!!

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3:00 pm EDT
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ADT Security Services Over charge and no resolution

On June 22, 2023 Jose Magana of Direct Protection Security of Merced, which is an authorized ADT dealer came to our home. He offered us a two year package for $59.99; however, we have been charged $69.99. I contacted Jose on June 24th about the price. I continued to call Jose, Direct Protection and ADT on June 25th, 26th, and 27th. On the 27th they said my contract was no locked and they couldn't help me. I was pushed around for 4 days only to be told "we gotcha in a contract". I would like a refund of the $69.99 and to cancel my contract. I should not be forced to do business with a dishonest company.

Desired outcome: I would like a refund of the $69.99 and to cancel my contract. I should not be forced to do business with a dishonest company.

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10:25 am EDT
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ADT Security Services Return

A filed rep ordered unneeded items, 2 additional key pads, 9 additional motion detects for 2 houses. Have been trying to return the these items as soon as the packaged arrived. Spend more than 10+ hours total, 15+ email to all known addresses, 10+ text messages. No dept is responsible for RMA. now almost 30 days windows closed. I am stuck with few hundred dollars worth of needless items.

Desired outcome: Take the unneeded items (ADT rep ordered).

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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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