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ADT Security Services
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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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7:34 pm EDT

ADT Security Services residential monitoring system

Since December 2015, I have not had communications between my residential monitoring system and ADT. Both my daughter and I have called to try to resolve this. However, ADT continues to bill me. I called back over 2 weeks ago. I was passed from one dept to another. Finally, speaking to someone in Loyalty, I informed the employee that since my contract expired 3 years ago and I was month to month, I would like to just end the relationship and not pay any other payments since March 2016. I was informed that I was not month to month but in a contract. I asked the employee, to please send to me a signed contract to my email address and home address. Two and half weeks later, I have not received anything but I am being billed. I am concerned that the non payment will miss up my credit. However, I did receive several surveys asking how was my service by the technician that came out to my house. No one has been out to my house. I just want to end this mess without having to pay any more money because I do not have monitoring service with ADT. Please help! I would like to get my home covered with a functional monitoring system.

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3:51 pm EDT
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ADT Security Services [protected]@yahoo.com

I called adt on 04-15-16 and requested a Quick connect alarm system, I talked explained to them i recently had it at an old address and it worked wonderfully for i and my husband, We requested for them to cancel the adt pulse, The customer rep Raynard set appointment up for installation on 04-20-16, The tech was supposed to be Daniel, But instead a tech named Matthew that i had a complaint on a year ago almost, Mathew services was bad now and then, I called on 04-20-16 upset about mathew service and requested the regular tech in the begaining named Daniel who adt sent out on 04-21-16, Each and everyone of then assued me the alarm system they a installed was quick connect that i requested, I called complaning on 05-26-16 that the quick connect system is not working right and thats when Rep tells me i have an alarm system called Total security, They decieved me, I'v been calling to talk to someone, They are truely given me the runaround i want to cancel my services if they don't rectify the sisturation They have me on a 3yr contract for something i did not request, I want to take action, What can i do, I and my husband been long time customers and good credit, They are SCAMMERS.

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3:25 pm EST
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ADT Security Services home security installation and contract

I called to ask about adt — I had been dealing with another security company in the past. I was told I would be able to upgrade my current system for no out of pocket charges and have a monthly charge slightly larger than what I was currently paying but have better service. Someone would be at my home to install on feb 26 between 3 and 6. The person arrived at 4:30 and proceeded to assess the house. He then told me that we needed to convert to a wireless system and he would estimate the costs for me. An hour and a half later h e told me that for $493 outlay we could get the system he recommended. But we had to decide right then and there. We had dinner plans and so he said he'd wait for us to return and get to work on installing. He returned at 9:30 pm to install, but when I left the room he told my husband that we actually needed much, much more than he had told me. He left our house at 11:30 pm.
The next day he returned at 12:30 and explained that we would actually need to spend $1720 to get all that he recommended but he would set it up for 4 payments of $430. He took the rest of the afternoon to install and tried to add a few things that I finally refused. He then said we'd get a reduced bill if we didn't get the whole house alarm with flashing blue light on the exterior of the house.
I asked not to have adt have my credit card on record but to send a bill and I would pay by check.
Today I looked at my credit card bill and the entire $1720 was listed as was another charge for monitoring for $58. This is not what I was told.
My husband and I are 73 years old and I think this was a scam that takes advantage of us.
I called today to register a complaint and was told by a less than congenial agent that I agreed to it, so I had no complaint!
My first dealing with adt have been extremely negative. It is the kind of business that needs attention from attorney general office and bbb.
I hope you can respond positively to this.

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12:24 pm EST

ADT Security Services unauthorized withdrawal of money from my bank account

Client # [protected]

I contacted ADT is January for a consultation for their services, they were recommended by a friend. They set up an appointment & had to take my bank account details & put a hold of $107 on my account. I don't know why I agreed to that even! So the representative came the next day & he went through the different options & I didn't like what was on offer so I declined the service. I was refunded the $107 but then they took 2 payments from my account. $30.30 on Feb 1st & $34.34 on March 1st. I called them & they say they have no record of these payments & I need to email them my bank statements to prove it. I just emailed them today . It's a disgrace that they can do this!

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12:10 pm EST

ADT Security Services sales people

My husband and I were pricing a new security system as our contract with Guardian expires next month. ADT sales guy made it very easy for us to stay with Guardian Protection. He would not hear a word I said and had to repeat myself several times that we were just comparing prices until our contract is up. He was pushing and asked for my email address so he could lock in an appointment time for a serviceman to come out. He then proceeded to ask for a form of payment for the installation. I told him absolutely not and then I hung up. The next day my Outlook was bombarded with emails from everything you could imagine. Has taken me a week to unsubscribe to all the emails ADT sold my email address to. Do yourself a favor and go with Guardian they are very reputable and when I called to let them know we would be comparison shopping for a system they were cordial and said to just call us back if they want to discuss their services. ADT is nothing but a sales pusher now with no customer service.

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4:55 pm EST

ADT Security Services unauthorized withdrawal of money out of my bank account

(Adt: acct [protected])
On 2/1/16 with my permission, adt took $58.41 out of my account for my monthly service and $135.00 because I am purchasing the equipment and it was set up in installments back in november. After that, adt, by mistake took $331.50 out of my account that I neither authorized nor knew anything about until a few days later when I went online to check my account and pay bills. I call them and they tell me that someone in billing made a mistake, but they put a credit on my account so I don't have any bill to pay for the next 5-6 months. I tell them, no, I want the money put back in my bank account. This is adt's mistake, they should have immediately notified me and credited my bank account. They tell me they will credit but it will be in there in 7 days at most. Nothing else I can do. This week, I check my account, money still not put back in my account, I call adt, ask for a supervisor who promises me it will be in my account by today (Friday, 2/12/16). I check again and it's not in my account so I call adt again and this time they tell me that it's on a 15 day hold and it will be back in my account in about another week or two. This is crazy. Adt made a mistake, I get it, but why do I have to pay the penalty for their mistake and how can they get away with holding my money hostage! They keep pushing it back further and further. I think they want me to give up and go with the credit, but that is not going to happen. I am furious!

Anne mccaul

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Maxie Pree
Baton Rouge, Louisiana, US
Feb 02, 2022 2:41 pm EST

Thea sorry [censored] people keeps trying to take money out my account after I’ve called and canceled after being
With them saying it was a verbal contract, these sorry MF’s will not stop trying
To take money out my account, it’s been almost two years since I’ve been with ALDER” and still ADT still try’s to take money for an alarm system that is t even active.. The only thing I see is closing my bank account because they won’t even block them from taking my money.. Thieving [censored] MFers.

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Denise Marie Powell
, US
Dec 02, 2021 11:59 am EST

I am an ADT customer unfortunately for 3 years l have had one problem after another Cancel you say l lived in a rural county and need an alarm system l have been double billed multiple times my alarm system turned off my bank account charged $1, 340.59 when my monthly installment payment was $40.63 this overdrew my account after being on the phone for one hour being transferred here and there l was told it would take 5 days to go into my account and there was nothing they can do My bank payments to other companies were now overdrawn this includes overdraft charges l am unable to purchase my medications for high blood pressure and 4 other medications l called my bank and was told since ADT said they would put the money back in 5 days they could not be responsible

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9:56 am EST

ADT Security Services unauthorised debit order for a faulty alarm system.

had my alarm system upgraded and additional beams installed in November 2014. Since then, i have had ongoing problems with the system. Everytime we activated the alarm system and left the premises, after about half an hour or so, the alarm triggered off, This has been ongoing and i have been reporting this matter countless number of times. Technicians had also come to attempt to repair the system on many occasions but, it continues to give us problems. This can be verified with the control room. This week, Portia Letsela sends me an sms informing me that she was going to deduct R8200.01 off my account, it being a long outstanding debt. I tried to get hold of her to discuss this but she was unavailable, I discussed this with customer services and they logged this on the system as to the reasons why i did not pay. Yesterday, the debit order went off my account without my authorisation and without even a single phone call to inform me of this. I refuse to pay for a faulty alarm system. I want the upgrade to be removed. I intend cancelling my subscription today and i am requesting R8200.01 to be refunded Or else i am taking legal action against ADT.

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11:01 am EST

ADT Security Services home security

I am constantly getting phone calls from ADT trying to sell me a home alarm system. When I tell them I am not interested they keep trying to sell. I ask every time to be removed from their calling list but it does not help. https://www.adt.ca/en/home-security.html is their website. When I call their office all I get is the run around from person to person and then left on hold. When I asked to speak to a manager I get a phone recording to leave a message.

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6:54 pm EST

ADT Security Services unethical business

If you google "ADT Complaints", you'll learn all you need to know. I'm writing this review to add my voice to the number of complaints out there. They are misleading in their sales pitch, don't explain the terms of contract, and literally keep hanging up on me when I try to cancel. Never, ever give this company your business.

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10:29 am EST

ADT Security Services unethical contract

ADT broke the contract November-January. I wrote the company as asked to release me of my contract without penalties fees and have been ignored. In November I received notification the bill would be changed. I called and asked if they could honor the contract at agreed upon price a year and a half ago. I asked for my contract to be sent to me. A week later I received a notification stating "Dear Valued Customer" "We were unable to locate your contract". I did find my contract and it states if I write in a letter asking my price to be moved to the agreed upon amount and if it was not done then I can be released from my contract without penalties. I did write a letter with the letter stating they could not find my contract and with the contract agreement. I have tried to rectify the situation with two reps and a manager and all have given me the run around. One lady said she can reduce my bill to 29.99, when I told her I didn't want that and still wanted out of my contract she said I could wait to hear from a manager 24-48 hours later. Then later that night a nameless manager left me a voicemail, so when I called back, a new rep said they made the mistake and refunded me the money and that they could reduce my bill. Then I spoke to a manager Shameika Jefferys and she was saying I was rude and that ADT did not make a mistake and that I am not right. She said there is no way I can be released from my contract. I asked her to have her manager call me and she said that she would not. I then asked for her manager’s name and number- she would not provide a email or phone number. She gave her name but I have not heard from her yet. These people are super hard, talk over you, and try to do everything but admit that I did what the contract states. So annoying.

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9:23 pm EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

ADT Security Services - never received my $100 visa gift card

On May 30, 2015 I had a security system installed by ADT with the provision that I would receive a $100 VISA Gift Card with my installation. I was to "...allow 8-12 weeks for delivery from receipt of rebate form." I sent my rebate form on June 1, 2015; receipt of which was acknowledged by ADT. It is now January 5, 2016, over 32 weeks later, and no gift card...

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4:19 pm EST

ADT Security Services alarm system

We just upgraded to ADT Pulse. We were told that the installation fee would be $21.25 as a "special" for being existing customers. We were also told that we would save money each month by upgrading to pulse and by paying monthly. We just received a bill for $99.00 for installation. The bill shows the $21.25 we payed, but now they want an additional $99.00 for the cell guard--that is apart of pulse. Complete misrepresentation! The monthly bill went up to $70.00 a month--15.00 more. I was on the phone for 30 minutes-talking to 4 people because no one could figure out the extra $99.00 charge. I feel completely hoodwinked by this company!

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7:28 am EST

ADT Security Services home security

Gotta love sales people... Once they make the sale, then you are dust in the wind to them! We had our system installed a couple months ago... Had a heck of a time getting it to work, supposedly because it was the latest and greatest base unit?!? The technician was out here while we had a sitter over and could not get the pulse system to work... He went through different units, reset them multiple times and then said we needed to open ports in the comcast router... Ok, why? That opens security holes in our internet?!? So we need to make our internet vulnerable to hacking in order to make our home safe with the security system?!? Effing ridiculous... He got it all to work and we could access the phone app as well as see all the triggers on line at myadt.com. Then... Our router was acting up, so we had to reset it. Now the pulse has not worked since 12/4 and we cannot see anything on line nor use the phone apps?!?! What the hell are we paying for? Now we have to have a technician come out, were told there may be a charge and that he should not have to open ports... We shall see?!? The representative on the phone was rude and ignorant and did not want to hear what I was telling her had to happen when the technician was here... Because she knew best because the notes on the account told her so?!? The tech never even wrote notes about returning and getting the system to work?!? Dum-basses...

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8:33 pm EST

ADT Security Services pulling funds from automtic bill pay accounts - even after service is cancelled

Unlike most legitimate companies, atd does not allow you to cancel your alarm services via their user account system and they require you to send a written and signed request for cancellation. They give no confirmation of receipt of my cancellation fax. So i e-mailed them and received confirmation that my account was closed. Even then, they continue to do the automatic payment withdrawals from my account. The next e-mail said my account was not cancelled and i needed to give written and signed 30 day notice again. I cancelled my account in writing via fax on 10/20/2015 and just had a $50 withdrawal from my bank account on 12/14/2015 from adt. Lesson learned - never use adt for your security needs and if you do, don't give them your account information to do automatic bill pay. They are a scamming the people they are supposed to be protecting!

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6:46 pm EST

ADT Security Services senior medical alert

We have subscribed to this service since 2011 for my mother-in-law. Last week she had a problem with a transmitter making noise. She called ADT and was connected to a "customer service representative", who was anything but that. He was rude and, and totally unhelpful. ADT wanted $80.00 for a 15 minute service call, and $130.00 for anything over 15 minutes. She explained that she was 90 years old and on social security, he acted like he could care. She called to cancel service after the incident, and was met by other rude "customer service representatives". My wife and sister-in-law called today to cancel, since WE pay the bill, and they talked with the "customer service representatives" 4 times before adjudicating the matter, then they had the nerve to try and talk us into staying with this poor company. They are billing us for an extra month as 'you have to give us 30 days notice before cancelling'. NOW WOULD ANYONE WANT TO DEAL WITH SUCH A COMPANY. We have switched to Bay Alarm which has a much better rating and seems like better, more personable employees.

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4:47 am EST

ADT Security Services billing queries unresolved

I have not been a client of ADT acc no;(EXE00001) for at least a year and a half. About 4 months ago i started getting SMS's saying that I have been handed over to a debt collecting company. I contacted the company regarding the collection and they could not give me any information or provide documentation why I owe the money as per ADT. I have requested via email, sms and phone calls to send me the relevant documentation so that we can resolve this matter. When I contact the debt collecting company they inform me that they have requested the documentation and as to date has not received any from ADT. I then tried to get the invoices directly from ADT but they could not provide me with the documentation as well and pass me back to the debt collecting company. The debt collecting company threatens me to black list me should i not pay! I informed them I can not pay should I have no documents and they can not proceed with legal action until this has been resolved.

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mama1
, US
Jan 11, 2016 3:43 pm EST

I ordered the WiFi system from ADT only because I had been broken into with SimpliSafe and LifeShield. I spoke with a representative and they promised this was a great system and it would take 3 hours for installation (which it did). The system was hacked 4 days later by the intruders holding a device (sold on Amazon) that breaks up the WiFi signal outside the front door. They can then enter without any alarm going off and leave like no incident happened. I have not set the alarm for 6 weeks, due to my concern that they will enter, vandalize and press the panic button before leaving. I would then receive a $100 fine from the police department. They had thrown an object at the upstairs window while I was out for the day which set off the alarm. The police came and I received a warning. I've made many calls to ADT and they refuse to refund anything, so now I'm stuck with paying $60 in monitoring fees per month for 3 years! I can't return any equipment and was told I could sell it on eBay. I got the BBB involved, but ADT was not going to resolve anything, Once they get your money, that's it. I'm moving soon and wanted to transfer this system, but when it was also hacked; I asked if they would work with me on installing a wired system and "trade out" this WiFi. The answer was "no"; that I had to pay my existing useless WiFi system in full first. I told BBB that thousands of people have a 'false sense of security' with any WiFi system since they can be easily compromised. ADT pushes their WiFi systems because it brings in more money...especially if you're talked into buying ADT Pulse. I had misplaced my contract and asked them to please send the copy by PDF online. They did, and I was horrified that my signature was signed by the installer on every page! I wasn't even given these papers originally, but only a yellow hand-written receipt. This is my next battle with this company! If you're looking into purchasing an alarm system, please choose the wired. This company should be investigated!

fi

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6:11 pm EDT

ADT Security Services billing overcharge

ADT tech service and customer service is horrible. Malfunctioning fire alarm that was "free" with my initial installation was going off no-stop. Called ADT and the tech on the phone told me the batteries need to be replaced. Got a on ladder with him on the phone and informed him that there weren't batteries in this system. He said he would have to send a tech out to inspect the system. Waited months to get a tech visit that wasn't considered "emergency" visit with a $300 charge attached. 4 months later the tech comes, after 5 minute inspection told me the tech on the phone should have never told me to change the batteries, the system is wired & broken and that he will order a new one to be installed. A few days later he come to install the new fire alarm, 10 minute job, no mention of service charge or fee for installation. A few weeks later I get a bill for an installation fee for $672. I was HOT, after getting the run around from 4 different people in the billing department and they said that would issue me a credit but I would have to pay $150 for 30 minutes of the tech's time. I refused and told them to cancel the service. Why would I pay $672 or even $150 for a $20 alarm I could get at the hardware store. They said they were still going to send me a final bill of $747, tech visit and monthly fee. What a joke! Completely unethical way to charge customers to replace a defective system. Rip-Off - Please stay clear of ADT.

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2:25 pm EDT
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ADT Security Services security system / billing

As per my initial call with ADT security service I just wanted to have an on-site free analysis and estimate to check if the existing old equipment can be used or need to install new one and what will cost to me. Technician came on 24th July 2015 and informed me that until he installs and test he may not be able to provide the detail what I am looking for and as I have schedule installation date is on 4th Aug 2015, I can call and cancel any time before 4th Aug 2015 if I decided not to go with ADT. They ask me to sign the contract and asked for $99.00 installation which I can get it back if decide not to continue as per technician. I disconnected removed the ADT equipment some time on Aug first week. There is no monitoring going on as the equipment are not installed. I called on 31st Jul 2015 at 1:52PM EST and inform ADT, that I am not interested. They asked me why and told me that’s OK will call you to pick up the equipment. They never called me. Again I called them on 4th Aug 2015 at 2:53PM EST and inform them that I have not received any call from them. I was with them almost 25 minutes, at the end they told me they will call me back which never happened. Also around same time I tried to use the credit card dispute to get the installation charge %99.00 back. They showed that I have sign the contract, I let it go. But now they are keep sending the bill, I call them multiple time and every time same story that they will call me back. Why would need security for empty house? I bought the house in July and doing some maintenance work as my move in date was not until 10th Aug 2015. Now I am getting call from them every day harassing and asking me to pay the monthly charges.

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ADT Corporate Customer Relations
Jacksonville, US
Oct 19, 2015 12:09 pm EDT
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Hello. I'm sorry to hear about this experience and would like to help. Could you please email us your contact information for where the service is located to AlwaysThere@adt.com? Once we receive your email we'll follow up with you to discuss your concerns further. Thank you. -Andrew

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9:34 pm EDT

ADT Security Services contracts, customer service

Absolutely amazingly bad. 2 hours on the phone, on hold, transferred, hung up on during transfers...NO ONE seems to be able to be the right person to change my account address. I told them that the initial installation house was temporary and it was being sold soon, and they assured me I could move the equipment to my own house (I bought this for my mom's house originally, and we've since sold the house.) I cannot get through to them to cancel the billing on the original house, they LIED to me about the contract just rolling over to a new address (I am now on the line for a whole new 36 month contract...none of the previous months count now) These people are impossible to get a hold of, they only have customer service available for buying a product. Their service is HIDEOUS for existing customers. DO NOT SIGN UP WITH THEM.

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8:40 am EDT

ADT Security Services poor service delivery

I have been awaiting adt security kzn to come through and attend to additional work that needed to be done our on premises. Colleen chetty from adt is the sales rep who assisted me with a quotation which I accepted. Last week I called colleen as it was brought to my attention that adt had debited out account for the work which was not done. Colleen advised me that on the 25th september 2015 a job card was created and that in fact the work was done. I advised that it was not done. She promised to get back to me but instead I received a call from beauty in the technical department asking if their technician could come through the next day. I advised that we work during the week and i'd get back to her. I received a call from colleen advising me that she would ensure that the debit order that was loaded on the system for the work that was not done would be cancelled so no debit order would go off our account. On friday 2nd october 2015 the debit order went off our account, I contacted adt an asked for the manager vaughan pillay to contact me regarding this matter. Vaughan called me and advised that once the funds reflect in their account they would do an immediate transfer into our account. Yesterday I contact zodwa nkomo in their accounts department and she advised me that the funds were in their account and that she was awaiting the go ahead from their finance department to release the funds in my account. Today I emailed both zodwa and vaughan and was advised by zodwa that the funds would only be paid into my account on friday 9th october 2015. She advised me that there are procedures that needed to be followed. I have all my correspondence with adt on email where they have messed me around regarding this payment. Now they don't reply my emails. They haven't sorted out the faults at hand nor have they done the additional work needed yet they make me wait for my own money. They have loaded a fraudulent job card/invoice on their system just to ensure that their sales rep get commission? I have been advised that procedures were not followed when the job card was loaded on the system yet I must wait for these so called procedures for my money that was taken unlawfully... Disgusted.

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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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Contact ADT Security Services customer service

Phone numbers

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

Website

www.adt.com

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