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ADT Security Services review: ADT home fire and security system

Thomas2001 of Nashville, US

Nov 01, 2023 3:59 pm EDT

Verified customer

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9-11-23 Called ADT to inquire about adding cameras to my existing system at a farm house. Was told that I could renew my existing contract at current rate for one year. I told them I needed to have a service call to repair an existing sensor and I would like to discuss the option of cameras with the technician. I was told that ADT would mail the sensor to me. I asked that it be delivered to my billing address and not the address of the service as I did not receive any mail there and it was a gated farm where no deliveries could be made. ADT said they could not mail it to my billing address. I told the ADT to have the service tech bring the sensor when he came. We agreed upon a date of 9-15-23 for the ADT tech to bring the new sensor and visit the service location which is about 85 miles from my home. I checked myADT portal and it showed a tech was to ARRIVE at 1:00 PM on the 15th, myADT portal said ARRIVAL and not a virtual visit. The ADT repair tech never showed on 9-15-23. I called at 1:15 and was told the appointment was for 1:00 to 4:30. I called again close to 2:00 and was told it was a "virtual visit" to assist with the installation of the new sensor. I told them I did not have the sensor and did not agree to a virtual visit. ADT said they mailed it. I said no that I did not receive mail at the service location. ADT went on and extended my contract for another year even though I thought I would have an opportunity to discuss the requested cameras with a tech when they came to repair the sensor. I have had 2 false fire alarms and 1 false burglar alarm and thus the desire for the cameras to see what was actually happening. After the ADT service did not show when I drove round trip 170 miles and spent the day waiting for the ADT service tech, I decided to change from ADT. They would not let me out of the contract and want me to pay $400+ to get out of the contract. I told ADT they did not honor their end of the contract by having a Tech show up, repair my sensor and discuss the additional camera services. I escalated the complaint to a supervisor but no avail.

Regarding delivery of items to the service address. A year ago I requested yard signs be delivered to my billing address. ADT refused to do so and said they had to be delivered to the service address. At that time I said there was no mail or delivery service available at the ADT service address. My ADT portal shows delivery of yard signs a year ago, but I never saw them,

Claimed loss: ADT wants $400 to let me out of a contract extension which should have been voided as ADT did not uphold their end of the agreement to provide repair.

Desired outcome: I want to terminate the contract extension with no charge to me. My original 3 year contract was to run to the middle of December and I expected to pay through that date.

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+1 (800) 884-4226

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+1 (800) 515-2216

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+1 (877) 801-7387

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+1 (800) 658-7134

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+1 (844) 225-5723

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alwaysthere.c@adt.com

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info@adt.com

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1501 Yamato Road, Boca Raton, Florida, 33431-4438, United States

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