ADT Security Services
reviews and complaints

I purchased a Gas Station in FL, USA in Dec 2021 and got ADT Security System Installed on Dec 30, 2021.

Since January 18, 2022 I am continuously calling ADT that my cameras are showing out of focused images, videos stop recording at random and one camera at the back of store is still not installed. After holding on line for hours and hours, i keep getting transferred from one department to another.

Whenever I file a complaint, some gentleman shows up, listens very patiently to my problems, makes 5-7 phone calls, send 5/6 emails and leaves saying that concerned individual will be visiting next day.

Next day, instead of some other individual, I receive an invoice of $ 65.00 and a message that my complaint has been resolved.

I do not know what to do and whom to complain to?

There are several issues with ADT that I have not received any substantial help in reaching a solution. You call them and either never reach anyone or they give you lip service and no action. Yesterday, I attempted to reach them by phone. I was told my wait time was between 54 - 114 minutes. They called me after 3 hours. I was unavailable in a Bible study. Earlier in the day I was on a chat with SID who kept me hanging for close to an hour and never solved any issue. They disconnected my living room light and never explained why, except they could not get it to work properly - still have to pay for it. For the last couple of days my system has gone off for no reason. We rushed home from a nearby town, as we live 30 minutes away because of the alarm saying someone was trying to break into our home through a bedroom window. When we arrived home NO PROBLEM existed except a false alarm. This occurred a couple of more times that day. I tried to set the alarm after disarming and it went off while I was working with the system. Last night at about 12:30 the alarm went off and it said bedroom window issue. I was asleep under this window - NO PROBLEM, except with the system. I asked about upgrades and never received a reply. The list could go on forever.

We have an ADT security system install at our Camp in Auburn, Maine. Several years ago i.e. 2020, we were notified the chip needed to be exchanged to support 4G. Since the camp is not occupied year around we made an appointment for the service technicians to come out when we were in the State on vacations. Four technicians cam out on the service call, however; none had the parts to fix the the problem. We rescheduled the appoint for the following year and no service technician showed, after, calling a technician call ans said we were not home, that is correct because the ADT tech was in the wrong state our Home of record not ME. We rescheduled again; however they did not show during their allotted time. In 2022 we reschedule the visit on in Oct [protected] window and no one showed. ADT in Auburn, Maine has the worst service we have evert experienced, NEVER use this company in Maine.

I tried for 2 days to reach an account services person who I could speak to and verify our cancellation of this service which we had for 8 years. I was on the phone 4 different times: 1hr. 40mins., 40 mins., 47 mins. 45 mins. I finally reached someone and wanted verification of my cancelation and any kind of instructions regarding termination procedure. During one of the phone calls, I was instructed to send and email stating that I was cancelling and terminating the service which I did and with no response. I was given no other direction or instruction. At first it was the high cost of the service which prompted us to cancel, but now having experienced the horrible customer service, we are certain to never use ADT again on any of our properties.

We purchased ADT equipment approximately two years ago and had it installed at my daughters house who lives in the same town as we do. She has relocated to a different town so I requested the equipment to be moved to my house and we would maintain our account which is approximately $60 a month. The original purchase price of the equipment was $1000, I was told that they do not remove equipment from the original installation site that they would install different equipment at my house and charge me an additional $600. I was then told that the equipment would remain at the original site and new renters could choose to use it and start a new account with ADT. So basically I just lost $1000 of equipment. Also, I discovered today that the control panel has cell communication strictly for ADT installed so no other company can use the equipment

I cancelled services with adt security on May 6, 2022 I was advised by the representative there would be an early contract cancellation fee of $ 300 and something dollars. I discovered I was still being billed for services they have not been providing. I spoke to 4 different people today who have told me the person I spoke to on may the 6th never made nation on the account for closure therefore its my problem and they would not be correcting this issue.

I purchased my system four years ago and had problems with the alarm monitor. It had to be replaced a year ago because it was not installed properly. The part that go in the electric socket would get over heated. That effected the system. On 9/30/22 the alarm started beeping and would not stop . The low battery came on the screen. I called ADT and they tried to fix it for a whole week and was not able to fix the problem . The beeping stop for a while and it started again. ADT would keep me hanging on the phone for hours at a time. The claim they have to switch my call over to the repair service and I would be waiting over for repair over an hour. I pay my bill on time and in full to have such poor service. Twice I was given an appointment for repair and the next thing I know they never came. The tried to fix my alarm over the phone for two weeks and can't get it to work . I had to buy my battery for the alarm box and one for the outside alarm . Nothing seem to work. I Latino man at ADT who answered the phone told me I should had paid for a warranty. I was never told about a warranty. I sincerely hope my house don't get broken into.

My house alarm went off to day after them phoning 5 different registerd with them they never got through to anyone... They deceided to eventualy come to me about ann hour later111111111111111111111

previous incident my eectric fence went they phoned me about 20 minutes later going off i asked them to come at once topease check my garden this was about 8 ish on a ridy evening...

Their 'love letter ' was left on my gate at 3.30 next morning...

You are an avsolute pathetic company who just takes peoples money !

WE have had the service since 2020, It is constantly going down. We have to reset the camer's daily. they stay active maybe a few hours then go down. We have had there tech out a few times. Now they want to charge us for there system failing. Hold times are over an hour long. Terrible company dont use them take your business elsewhere. we filed several complaints November 30th 2021, January 5th 2022, April 2022 May 2022, August 5th 2022. All they did was send a tech rebooted the system. It always went down within a day or two. Hold times are so long sometimes you have things to do. Can't sit on hold for an hour. I was in the hospital November 2021 was not released from there care until May 2022 so I was concerned she was home alone.

Based on the ADT ads I selected ADT home security service and signed a contract with them a few months ago. They provided me with a six-month money back guarantee in case I am not happy with their system and services. Unfortunately, the services they are providing me are not at all per what I was told. Every time I was trying to call them, I wasted a bunch of time waiting over the phone with their poor customer service support to connect me with the right person. I had four ADT technicians at my house after to solve the issues with no results. I have called them several times with the first call just on the 2nd day of the signed contract and within the last one during Aug I asked them to cancel my contract and pay me back what I have paid them since the beginning date. Last time during month of Aug I talked to one of the ADT account managers, I explained her that I am not happy with this system and services at all and insisted her to cancel my contract with money back, but she promised me to solve all the issues such as poor-quality cameras with replacing them with google cameras, doorbell battery which is not keeping the charges as I was told for 3-4 months with connecting it to the power, replacing the 7" google hub with 10" one, fixing/adjusting the program enabling to shot the window and door sensors alerts off while we are living inside the house with their horrible sound system when we go in/out all in one schedule appointment. Unfortunately, I never received a phone call from their service department for scheduling to do all the explained issues at once.

I am not interested any more to continue with ADT and have this horrible system at my house and I want to cancel the contract with my money back because of the followings:

1- I am within the 6 months period of the money back guarantee they provided to me, and I am not satisfied at all with the system they have sold to me.

2- They scheduled and sent four technicians to my house, but they could not replace the cameras with better quality cameras and solve the other technical issues.

3- I have spent a bunch of time being over the phone waiting a long time to talk to them, staying almost half a day to a full day to have their one-time technician with no final outcome/result each time.

4- Their very poor-quality products and customer service.

ADT is trying to take and kill the time to have this six-month money back guarantee period over and after that I have to continue with keeping this horrible system and poor customer service for almost 5 years to pay them!

ADT uses the money back guarantee just to trick the customers and get their signature on and put them into an agreement for a long time. This is only their marketing philosophy with providing such poor and horrible customer service.

I am not suggesting any customers to trust and use this service from the ADT as they are not trustable.

We purchased an upscale D R Horton home in Halifax Plantation, Ormond Beach, Florida. The home was advertised as having integrate security with ADT security products which include ADT Smartswitch that allow you to voice activate a switch on or off, or alternatively schedule the switch to turn on or off. In the home we purchased these switches DO NOT function in all locations as promised by both D R Horton and ADT Security Systems. We purchased two such switches to allow us to schedule external lighting on the garage and front porch to be activated at night. The ADT installer could not get the switches to function in these locations after we had purchased them. We settled with installing the switches in alternate locations temporarily. Since purchasing and installing the switches 3 ADT service representatives have been sent to the home to resolve the issue only to state that the problem is in the home wiring with one claiming the switch boxes are not properly grounded. A electrician from D R Horton was also sent to the home and he claimed the house is properly wired and the boxes properly grounded.

I am Abraham Rossell, the account is 72 Crazy Cross Rd. Wimberley, Tx. 78676.

Background information and Issue:

ADT debited my bank account after instructed not to. I consider this a criminal and unethical practice.

We understood that the account was for 3 years, plus before I moved, I called ADT and was instructed to leave the equipment at the residence, ADT did not want the equipment.

On 25 SEP 2022, My wife and I called ADT to cancel the service. We spoke with Margret who told us the account was cancelled. We also instructed her to ensure that ADT was no longer authorized to debit our credit card or bank accounts. Since we had it on autopay.

On 28 SEP 2022, I was informed by my wife our bank had identify pre authorization debit by ADT, I spent 2 hours on hold, waiting to talk someone. I was not able to resolve my situation. My wife called our bank and instructed them to not allow ADT to debit our account.

On 29 SEP 2022, I called ADT and briefed them on the situation, I was told that ADT could not stop debiting my bank account. That did not make sense. I talked to cancelations, billing and finally talked to someone that stated that the debit would be refunded.

He also stated that we would receive an email and hardcopy statement.

I am still very disappointed because our balance could not be dissolved, given the stress and endless misinformation provided by multiple ADT representatives.

ADT overstep their legal authorization when they debited my account.

Please assist and make this right. We have been loyal ADT customers, but now feel betrayed by ADT unethical practices.

I had an account with ADT. I had complained on several occasions so I finally told them I wasn't satisfied and I wanted to cancel my account. I have only been with ADT for four to five months so the customer service lady told me I would have to talk to their local ADT here in Alabama where I live and they said this would take about four to six days for someone to call me back. I waited patiently for over a week and I then call them back and I was given another excuse and I waited another two weeks and I told them no one from ADT here in Alabama has called me back. I was then asked a series of questions and they apologized and tried to get me not to cancelled but I was adamant about canceling I was very disappointed with my service. I was told I would have to pay 2500 to cancel and then this week I received a bill for 3479.01 and to top that off my bank told me they attempted to take over 800 out of my checking account not once but over three times this week.

Ref: Cancel my ADT service.

I called ADT on 9/16/22 to cancel my service and after an hour waiting on the phone, the customer rep transferred me to the cancellation department. Immediately after the call transferred, my phone get disconnected.

Called back and another 45' waiting. Get a hold with someone after verified the account, get transfer again to another department.. waiting again and again. Long story short, after 3 hours waiting online with transfer back and forth... get hung up.

I ended up without getting my cancellation done for the day.

This is the worst customer service I ever received. Who is looking for the home security, PLEASE DO NOT USE ADT.. Use RING instead, with a great customer service and price is way cheaper.

I have enrolled for smart home service with Telus after conversation with door to door sales person from Telus with name Navshikha in Brampton, Ontario.

This sales person committed services for 2 years of term with $37 pm including tax with two different discounts $15 for promotion and $10 multiproduct discount.

While I contacted Telus after a month and 2 days, I learned that, my contract is for 5 years for way more value than committed.

How can I handle this issue - If I can would like to cancel services from Telus.

Account # [protected]

On 9 Sep 2022, We received a call from the ADT installer, who told us that the ADT Area manager would call us. That has not happened.

Had security cameras installed on 20 Aug 2022? I just spoke with an ADT rep, and he told me that the night vision on these cameras only reached 16 feet.

We were told by the ADT installer that the cameras were installed wrong and needed to be fixed.

I placed the order for these cameras, and I was asked for the square footage of my home. These cameras do not support the night vision for what we thought and were told we were getting. Will you replace these cameras with better night vision cameras? The cameras in the daytime are great.

I did not expect these issues with this purchase. Please come out and fix these cameras. This is a ten request; last, please send me a contract copy. I checked my email, and I cannot open the signed document.

Lastly, ADT, you sent someone to my house that did not know what they were doing. That is poor customer service. Please let me know what you plan to do.

I am a 31 year customer of ADT. I bought their cameras. A year ago and I’ve had nothing but problems. They’ve come out five times and they still don’t work. I either want my money back or than to put in better cameras now that they’re working with Google. Hello was a picture from their camera at night. I have called them with no luck on fixing issue. He would rather lose a 31 year customer than doing right by them

The web site does work, come up wong url. Tried diffrent browsers. No resolve,

The phone system is a maze that leads toan extended hold.

I have tried for months to resolve;ve the issue can't a rep on the phone.

Just perement hold.

Adt just cares about billing you. No rep, jut records over and over.

I am looking to another company, obviously adt doesn't want my business.

On a regular basis I receive daily, multiple spam dumps from ADT security. Whenever I have complained to the sender and/or report to Microsoft it only gets worse. I have asked your company on many occasions to help put a stop to this but you have never bothered to reply as a simple courtesy. It's clear you pay the company that is dumping, multiple times daily, all of your advertising because they don't do this just to pass the time. Your refusal to even bother to answer any of the many emails pleading for help about this I believe clearly demonstrates your complicity and that the evidence provided to the FCC will prove you didn't want the spam dumps to stop

Here are those details generally:

- We canceled our ADT account via phone call last August 2021

- We continued getting charges on our ADT billing account and credit card for multiple months

- My wife and I reached out on multiple occasions to ask ADT to stop charging the account as we had canceled, and my wife spoke with someone in early 2022 and they agreed to refund going back to Sept of 2021.

- My wife was hung up on my one of the account management managers after stating that our account was cancelled and we were promised reimbursement (she spoke with someone who offered reimbursement previously) - while she was dealing with COVID by the way

- I followed up in August 2022 (after these multiple interactions) and was promised that the account was cancelled and I would be receiving a check via mail for back payment going back to Sept 2021

- I have now earlier today received notice that our account has been referred to a collections agency. I, then, with concern regarding my personal credit, have called the collections agency (1 call), and talked to 4 different people at ADT (collections, customer service, then account management, then another account management number), and I have been on hold for 1.5 hours just today.

It's also worth noting that during each of the outreach attempts on our end:

- We sat on hold for anywhere between 30 minutes and 1.5 hours (each call)

- We're transferred more than one time (for example in today's call, here were the different touchpoints in my call with ADT:

1. Called Collections after they left a voicemail (actually answered within 5 minutes

2. They told me there was nothing they could do and I would have to call the collections agency and dispute it so I did. They said I needed proof that the ADT charges were incorrect

3. I called Collections at ADT and they saw the notes that we cancelled the account in Sept of 2021 and also the notes from the recent calls detailing that we had cancelled the account and were due a check for back payment dating back to Sept 2021, and then they transferred me to "Account Management"

4. I waited 30 minutes for account management on the phone and then when someone answered, they said they had to also transfer me to Account Management (not sure if this was a different account management or not)

5. I then waited another 30 minutes to talk to an account manager (Tina)...Tina and I then proceeded to sit on the line together for another 30 minutes as she chatted with her manager asking what she could do...and the manager agreed to waive an outstanding balance for 271 dollars (the months below written off) on my account. And pull back the account from collections. This is not what was agreed upon with the last account management person I spoke with in August 5 (Jean I believe). I also asked Tina to transfer me to her "assist line" to elevate the call to get a confirmation letter sent that this was being pulled back from collections and also to get a refund for the charges from Sept 2021 - March 2022...she said she would transfer me and stay on the line...I sat on the line for 10 minutes and then it was transferred to a random voicemail asking for my information and then hung up.