Latest Reviews and Complaints
ADT Security Services Complaints Page 29 of 32
warranty not worth it
Just got ADT security service transferred to a new place of residence. Instead of continuing the previous contract, they started it all over again. Had to pay over $300 for them to install a new system even though I am an existing customer who happen to move. After only a couple of weeks with the new system, an "Act of God" occurred frying the motherboard. I pay monthly extended warranty, but it really does not cover anything if you read over it carefully. I just had to pay over another $300 (with a "discount" after lengthy complaining, otherwise it would have been almost $500) to have the motherboard replaced and to get the system working again. The labor fee is ridiculous. They charge over $100 for the first 30 minutes, and then over $20 for each additional 15 minutes. On top of that, you have to pay for parts replacement. I am furious and do not recommend getting the warranty much less their service. I recommend trying a different security service other than ADT.
The complaint has been investigated and resolved to the customer’s satisfaction.
billing and lack of service
This is just a warning for all people who would like to buy a home security service from ADT - be careful on the points below before signing anything:
We rent a house and ADT was already installed here. So we called ADT (1) and wanted to activate the system at our residence.
(1- make sure you always call the ADT's national number you get from internet, not a local office or a 1-800 number you see somewhere. I actually do not remember where we found their number but it turned out that it is the number of the local office, even though it's 1-800; and the connection between the national office and local office is horrible - keep on reading, you'll see)
The sales person came from ADT security services (2- the local office address is 2250 W Pinehurst Blvd, suite 100, Addison, IL - avoid this office if you can, I do not know it's this office or all local offices, but this one is really bad for service except for the technicians, who are really nice and hardworking)
As we did not know the code for the security box, and neither did the owner; sales person told us that there is no way to access the box and has to be replaced ($99). Also there was the radio connection already established, so he said we have to pay monthly $44 as it would be hard to make an extra line for a phone connection (which was actually cheaper- $36) We said ok and signed the contract (3- never sign a contract before the technician comes and makes sure what the salesperson says is applicable and true, the best is arrange the tech and sales person at the same time, if possible)
The next day, the technician came. Thank god, he was really clever, nice and hardworking. He somehow figured out the code (turned out to be only 1234), so he did not change the security box. He also figured that there is a problem with the radio connection so had to establish a phone connection from the security box. He wrote everything, all these changes on the rider he prepared and we signed it. Oh, and we go a wireless key chain remote, so the tech called the salesperson, he said we would just be charged $49, for this key chain and nothing else...
From this point you would assume that all was taken care of and changes were made in your account, right? I did too. Then my husband warned me that may not be the case, and wanted to check. Then began my endless phone calls to bunch of 1-800 adt numbers. After a point they said all would be taken care of and corrections made when we receive the invoice. In the meanwhile our credit card was charged $79. I called again, they said the would correct it. we received the first invoice (it was a notification actually, not a real invoice, but showed our uncorrected balance, I called again, they said it would be corrected in the first bill. 2 days ago, our credit card was charged $44 (the monthly radio connection fee, still uncorrected), and yesterday we received an invoice, stating that there's a balance of $130. I called the 1-800 on the invoice for billing purposes, and the lady told me that they still see the installation charge for the security box ($99) and the monthly radio connection fee on our account and I have to call the local office for the corrections. I told her the whole situation and i am sick of calling their offices and trying to make corrections (which is actually their job, not mine) She said she would investigate it and call me back. I heard this couple times before, hope this time they can fix it
(4- if you lived through a similar case and at this point, I do not have any recommendations, if you do, pls share with me, as all I can do is wait for the corrections and write complaints on the internet, and if not corrected for couple more months, not pay the amount that is not our responsibility and cancel ADT's service)
The complaint has been investigated and resolved to the customer’s satisfaction.
Once you have signed the ADT contract and the grace period has passed, I don't believe that you can just cancel the contract without good cause. And, do you know for sure how long the contract is that you signed? They tricked me into signing a three year contract. It did not say anywhere on the contract that it was for three years. A different document, they sent me later after I complained that the salesperson did not disclose I was signing a three year contract, was without signatures, and said it was for three years. I managed to get the three year contract negated. I found out that I am senstive to too much EMF (electronic magnetic frequency/radio signals in a close area. Once the alarm system was activated, regardless if it was armed or not, it made my heart race and over stimulated my central nervous system. I can't sit in the same room with a wireless modem/router either. I will feel like I am being enveloped in radiation and will feel ill and like I can't think. When I checked a resource to find out how many antennas, radio/tv towers, wireless systems, and other EMF frequencies are within a four mile radius of my home I was shocked to find there were over 400 different EMF/radio systems. This was back in 2007 and I'm sure there are more now with everyone going wireless. Add everyone's microwave ovens on top of that and we are all swiimming in a EMF soup. It affects everyone differently and at different levels. But scientists are finding out that EMF causes cancer. When I asked for the contract to be cancelled due to medical issues, that was when I found out it was a three year contract. And, I am a person that reads the entire contract before I sign it. Anyway, the manager told me that I needed a doctor to write a letter. EMF medical issues are a new medical issue and not too many doctors are familiar with it. But I did find a doctor to write the letter and my contract ended. Make sure you get everything promised or changed in writing and keep the names and telephone numbers of everyone you deal with at ADT. I'm surprised that ADT' is still handling their accounting between the local office and the national accounting office. It is a very inefficient system that ends up with mass communication errors and billing problems between the two offices and it takes forever to get accounting mistakes corrected. I think it is because their accounting program is only accessible at certain times for corrections and the correction will only show up after the next billing period ends and is billed. That is why it seems to take two billing cycles to get an accounting error corrected. So, if they miss the deadline to get a correction inputted before the next billing cycle ends and bills are printed, you have to wait until the next month and billing cycle run before it shows up. Cheap, archaic system.
And, it seems that the smoke sensor was so sensitive that every time you cook and a little steam smoke rises it sets off the alarm and the fire department shows up. Then you get billed for a false alarm. But when the burglar alarm is activated, the people monitoring the alarms take forever to contact you before the police are contacted. The problem I ran into was my city is new and used to be a part of a large city next door. It's been over ten years since my city was created and separated from the big city. But ADT's database is so old that is still showed my zip code in the old big city. So, the first time the fire alarm activated it took 15 minutes for the fire trucks to arrive even though their office is one mile away. The problem is the zip code sent the fire alarm to the previous big city's fire department and they didn't recognize my address and then it took someone ten minutes to figure out that my address/zipcode was in the new city and then they had to forward the alarm to my city's fire department. Now, if this had been a "real" fire and not a false alarm, my house would have burned down by the time they arrived.
Warning: Don't make an assumption about anything - check out even the smallest detail and ask a lot of questions. Don't be shy - it may save your family's life someday.
On another note, to protect your family and yourself from EMF, there are many products coming out that you can put on your cell phone, wireless modem/router/babymonitor/microwave/portable phone base/desktop and laptop computers, cable/satellite boxes, TV's, etc... There is a new product that isn't expensive and I'm not associated with it at all. It's called x-Zubi. If you want to purchase it and get a charity tax write off, search for the 'jimbakkershow" and call them to order. With shipping, they are $25 a piece. Or, you can purchase them from the x-Zubi website without a charity tax write off. You need one z-Zubi for each wireless product.
The x-Zubi is the only product on the market right now that completely absorbs EMF radiation and it will last as long as you keep it on your phone, etc...
Again, I have no connection with x-Zubi. Cancer from EMF radiation is real. Check it out if you don't believe me. People are getting brain cancer in the shape of their phone antenna or hip bone cancer from carrying their cell phone on their belt.
Being wireless is wonderful but EMF radiation is no joke. Anything wireless uses this technology.
very poor customer service
I purchased a property already equip with ATD security system. When I called to have the system reactive, I got a taste of what would turn out to be the poorest customer service I've experienced in a long, long time. The girl at the other end of the phone was brusque, rude and completely unhelpful. I was finally able to get a local salesperson who agreed to meet me at the property and "explain the system" and reactivate it. However what he did instead is sell me on added security devices for the system. The tutorial I was supposed to receive that day never occurred. I signed the service contract and agreed to have a technician come to the house on another day to install the extra services and get the system up and running. In the meantime, the system, which was not yet activated, began sounding the alarm. When I tried to get help from ADT, absolutely no one would help me.
On the day of the appointment, I traveled one hour to the property (I was not yet living at the address) and I waited all day for the technician to arrive -- but he never showed. I tried calling the service contract number and got transferred a total of seven times and at times simply told to call another number. Finally the sales rep called me back explaining that there had been some mix up and could we schedule the install for another day. By now I was fuming. I told him that I didn't want to activate the system unless ADT made some sort of amends, which included getting the system fixed and up and running for no charge. ADT refused, so I told them I'd be looking for another security company -- thank you very much. Later ADT charged me a contract termination fee, even though I had never been provided service to begin with! I've filed a complaint with the Better Business Bureau against this company.
The complaint has been investigated and resolved to the customer’s satisfaction.
South Carolina Residents can be assured of our commitment to honesty and service. Please visit http://1stpriorityalarm.com where Protecting You and Your Family is Our First Priority
ADT
I had lot of hope in ADT when we first installed the system in my house. But it proved to be wrong. Let me tell u that they have got the worst system and service in the world. It worked well for a month, then it started being a night mare for us. There was always a red light blinking on the system. As per the instruction it marked an intrusion. I am fortunate that there was no noise coming out of the system. I thought of informing the company about it and contacted them. They fixed an appointment 'according to my convenience' and then after that there was no news from their side. We tested the system with a mock intrusion and to no surprise, got a negative result. I contacted them one more time and got the same result as that of the previous one. I was sure that the system has gone faulty and hence on the third cal asked them to take it away. I have called them several times to complain, but it all ended up in disappointment (i had to enjoy the luxury of being on hold for hours) but my monthly draw is taken care off well. Now i have demanded a cancellation but was informed that i am in a 3 year contract trap. Thanks for the great service!
The complaint has been investigated and resolved to the customer’s satisfaction.
Yeah. i agree with your concern, i worked for the the ADT because of harassment i'd resign from adt
please leave your postal call hear i will call you and provide you better services from adt
thanks & regards..
Sam Parker
ADT didn't force you into a contract, they didn't guide your hand in signing it. suck it up buttercup.
ADT Security is a joke! And a ripoff too!
I know because I worked for them for almost 2 years as a commercial and residential service engineer in Arizona.
I designed, installed and tested technical security systems at US embassies and consulates before I retired from the USG and went to work for ADT. I am an electronic engineer and had specialized USG training in all aspects of technical security. I did military communications systems engineering for 23 years prior to working in security.
When ADT hired me, they promised 30 days of training and I got nothing! They also said I would earn $75k but it was less than half that amount. And ADT managers, who knew nothing about security, expected and demanded that service personnel do at least 7 service calls per day, regardless of the complexity of the problem. Service crews were sent out with no parts and often had to call other service personnel to see if they were nearby and had the part needed.
ADT installs alarm systems that do not work and when a burglary does happen, they tell the customer ADT is not liable since the customer did not test his alarm system monthly as they are supposed to do.
Most homeowners would not even know if their system was communicating or not with ADTs monitors (they either have a communication link over a telephone circuit or a wireless connection via a cell radio transmitter). I personally saw situations where the system was installed and not working properly and the customer had been paying for months or up to a year without knowing it.
Yet despite all the shortcomings, ADT sees fit to charge $30-40 a month for a false sense of security - it's all about profit and little to do with customer service and satisfaction.
And ADT has no installation standards, installer training, or spare parts on service trucks. I was sent to one customer’s home which was about a 1 hour ride away; when I arrived he needed a few standard 1.5 volt batteries and I had none on my truck. I had to drive to the nearest Ace hardware and buy them using my own money. At other residences, I found the heavy alarm panel mounted with only drywall screws (it was falling off the wall), exposed conductors on wires, panels installed upside down, and sensors that had been installed days ago falling off.
ADT sales reps know little about security principles and how to design a proper alarm system. They advertize the $99 special, which is OK for a studio apartment at best, and then use the bait and switch scam to get the customer to shell out $1000 or more for an “expanded” home alarm system. Sales reps are out to maximize the total sale dollar amount since they get paid on commission.
And ADT will take over any system ever installed by anyone else, as long as the customer pays the $30-40 monthly fee. Then ADT will not have trained personnel or parts to support these odd ball systems when they do fail.
Buyer beware! It is a known fact that a big guard dog is a better deterrent for burglary! And keep in mind that a critical factor for any alarm system is the time it takes for police to respond to the alarm– if you are in a remote location and it takes 30 minutes for police to get there, burglars have this much time to crash and grab.
lied about free install in new home
We signed up with ADT in July 2006. When we had the system installed we were told that if we moved after 2 years we would get free installation of a system in our new house. In January 2009, we moved to a new home and called ADT to have a system installed. ADT claimed that we were only eligible for a $99 credit towards the cost of a new system and we would have to shell out several hundred dollars. My DH got so fed up with ADT's lies that we decided to go with one of their competitors. Stay away from ADT and their lies!
The complaint has been investigated and resolved to the customer’s satisfaction.
ADT—Knoxville, TN
My complaint is not with ADT main company but a contractor out of Knoxville, TN. I was TOLD that my contract was for one year but later learned it was for three years. I was going to pay out one year and then cancel. I wanted to do that only because the customer service was so bad. For example, I signed the first contract and a few days later they called and said something on it was not correct. I signed the second contract that still had the $32 rate. Two weeks later a woman came to my door with a third contract for me to sign. I wouldn't sign this one as I had signed the second one of which she had no knowledge. This was not making me feel very good about ADT. Also, they would apologize for the background noise on the line each time I called. It sounds as if there "office" phone is a pay phone in a bus station.
First there was the lie about the contract length. On learning that I have Vonage phone service, they said the ADT system couldn't work on these newer telephone systems and that I had to have "cell-phone monitoring". This will be a growing problem as more and more people are going to Voice over Internet Provider systems. They never said there was an extra charge for this plus the charge was NOT in my contract. The first months charge to my credit card was for the amount stated in the contract but the next charge was for almost $20 more. I called the office in Knoxville and they said they had to charge me something. I refused to pay this full price as I had not been told at install. I agreed to a new contract for half the rate for the cell phone monitoring service and they sent me a new contract. After two months I saw ADT was still charging my card the full rate, so I called again and they agreed this was incorrect and that they would try to fix it with ADT billing. This was when I asked how many months I had left on the contract. I told her that I was unhappy about being lied to and she said it was my own fault. I tried to ask her if it was my fault for not catching a lie as it was spoken or words to that effect but we were both shouting by then.
Don't buy an ADT system from the dealer in Knoxville, TN!
deceptive ads
Extremly misleading and deceptive advertisments! (I e mailed thiscomplaint to the better business bureau also). My 77 year old mother called to have an adt tech. Come out and install the $99.00 system, which was advertised! The adt tech. Came to her home and installed system. After installation was done, he told her the total of system was $ 602.79! She questioned the amount and was told she needed 4 shock decetors and 1 shock upgrade! The total for that was $467.00! Also, she was to get the aarp disc., which was not given to her. She called customer service and was on hold for 43 mins! When she finally got to a cust. Serv. Rep. She was told someone would call her back, that there was no mgr. Available! Finally a customer serv. Mgr. Called her back a few days later and told her that nothing could be done about the problems because it was 4 business days after the system was installed! She wanted the system removed and refunded the money. She also told the mgr. That she did not authorize the shock detectors, ect., and the tech. Did not explain what the extra equiptment was or that it was an extra charge! If the tech. Would have explained the cost, service, and extra equiptment to her before the installation, this problem could have been avoided. This was plain "elder abuse"! My mom had a working security system already in her home. Basically, she was most concerned with was the "free" medical and fire panic alert! The adt "authorized dealer" took advantage of her, due to her age.
The complaint has been investigated and resolved to the customer’s satisfaction.
customer service
I called ADT among many other alarm companies when I was shopping for a service. After about an hour long conversation, I agreed to have someone come out and look around my home to discuss setting up the service and signing their contract. I was told my credit card would not be charged until the contract was signed and I just had to give them the number to hold the appointment. Two days later I had a charge for $107, their activation fee +tax. When I called customer service, I was told that's their policy and I would have to wait 30 days for my refund. When I explained that wasn't good enough and I had been promised that nothing would be charged in the first place, he told me to read my brochure (which I didn't have, I'd spoken to someone on the phone) and I would have to wait 30 days like everyone else. That's when I asked for a supervisor and the call got really bad. I spent 20 minutes on the phone with the CUSTOMER SERVICE rep telling me that a supervisor was not available but they would call me back. When I said I wanted to hold, he told me that this wasn't a supervisor issue and they were going to tell me the same thing he had already explained. By the end of my phone call with him, he was threatening to "disconnect the call" if I couldn't realize that I didn't need to speak to a supervisor. I finally got the supervisor who said she would escalate the refund (that should not have been charged in the first place)! I HATE ADT'S CUSTOMER SERVICE AND SALESMEN AND CANNOT UNDERSTAND HOW THEY ARE STILL IN BUSINESS!
TWO ISSUES:
1. Did not complete the install
2. The WORST customer service ever-Granville OH area
1. Did NOT complete the install-During the installation their technician told me he needed to return to swap out one of the pads and add the light switch. He called me a month later and said he had n't forgotten he was waiting for the items to come in.Now saying, via the national office, they said they did install everything, even though I have Two different types of pads and no light switch.
2. Customer Service (or lack of). Called the local office 6 times and even talked to people. They said they would call me back and NEVER did. Eventually called the national office who guaranteed the local office would call me back the next business day..they never did. A week later, I called the national office and left them a message. The national office rep called me 4 days later (he was on vacation..fair enough) and left me a message saying that the local office had contacted him and said the "install was complete."
Now even though NO ONE from the local office has returned 6 of my calls, the national office say that the local OFFice told them that the install was complete. I can't believe ADT are still in business. My 2 yr old has a better comprehension of manners than ADT. 6 calls none returned. Install NOT complete.
Even if I am wrong about the installation (which I am not)I figure I hopefully have at least 40 years left of my life. That means ADT have lost approximately $28, 000 dollars of future income because of a light switch and pad which probably costs them about $25. To be honest the real issue with me now is the customer service or lack of... Specifically in the Columbus/Granville, OH area. 6 calls none returned...so infuriating!
What happened to the customer is always right. Infact what happened to general courtesy!
I want to thank you very much for your quick and what appears to be accurate response to my email dated 7/11/12. SecureWatch customer service department has been truly remarkable in handling my problems. I had my system installed in mid April. From that point on I have been receiving recorded phone message up to 5-6 times a day stating there is a non-emergent alarm/alert with my keypad. Some of these calls have been waking me up in the middle of the night. There have been repairmen out to my house twice, neither time was problem corrected. I even received a letter telling me of the problem and to call [protected], which I did to no resolve.
I contacted customer service representative Colleen C. Stevens who was very polite and helpful, she arranged for one of the repairman to take a look. Yesterday I contacted SecureWatch Customer Service Department via email. A customer service representative contacted me by phone within an hour and made arrangements with a repairman to replace my keypad the same evening. I have not received any calls since it was replaced. I am sorry I forgot the name of the representative I spoke with yesterday, but SecureWatch customer service department (representatives') are some of the most polite and helpful that I have ever had the privilege to work with. I did not care at all for the trouble I had and was very disappointed with ADT/SecureWatch. The customer service department has turned it into a pleasant experience and the only reason I would recommend this company to anyone-and I would-is because of the customer service department. With a customer service department like yours', I look forward to my next problem.
Thank you very much, one very satisfied customer,
poor customer service
Called with a problem regarding a defective sensor. The first available service appointment will be five days from now. This is pitiful service, especialliy considering the cost of their service. I'm shopping for another home security service.
I agree 100% . ADT Alarm Systems is a crooked and scamming company to deal with.
I was needing a medical alert system because I had taken numerous falls in my home, and after a trip to the ER following a fall I was checked over throughly, given pain medication and sent home. I had been asked by a DR. and nurse if I had a necklace with a button to press if i needed help(I am a 75 yr, old widow and live alone). I didn't have at that particular time. I hadn't been home an hour (still on the effects of pain medicine) when a fellow knocked on my door and wanted to sign me up for an alert system. I thought the hospital had sent him-- THEY HADN'T. So I signed some papers to have their system installed in my home the following week . I was told that it would cost $29.95 a month. AT NO TIME was I told I was signing a 3 year CONTRACT. a week later an installer came and cut a hole in my wall and installed an electronic box with several buttons to press and spent NO TIME EXPLAINING TO ME HOW TO USE IT.( I have had their system disconnected and removed from the wall) examined by several friends who work for other alarm system companies and the ADT system is not even designed to be a MEDICAL ALERT SYSTEM, but rather is a burgular system) Within a couple weeks I fell again and tried to press on their necklace/button to get help--nothing worked ! but it kept asking me for a password/CODE. I lay on the floor for over 40 minutes and was finally able to reach a phone and called a neighbor who came and called the paramedics. After many phone calls, arguements etc. (over 2 yrs time) I was told that I would be "forced" to honor the 3 yr. contract and continue to make the $49.95 a month payments. I am still fighting them and NOT making payments
Daffnee M
I agreed there customer service sucks. My alarm went off right after I left for work and the ADT operator sent the police to the wrong address. I got to work 45 minutes later they called and the operator left a message on my work phone and said to call them. When I called back they said the police were unable to locate my house and he didn't know what to do next since he had the wrong address in his computer. I shortly hung up and called a friend to go over to my house. He went over and my garage door was open, but no one was there and nothing was missing. When I called ADT back and talked to a manager she told me that was human error and it happens. I am a single female living alone and if someone had hurt me this morning I would still be lying there waiting for help... the point of paying $45 per month for an alarm is so that help shows up when it goes off. I want out of my contact so I can switch to another company but ADT said there is nothing they can do. I just have to hope that next time the operator gives the wring address to the police! DON'T USE ADT, there monitoring service and customer service suck.
I have tried and tried to cancel my services. They are rude and will not stop taking money out of my account. I have to pay my bank to put a stop on the auto withdrawl so they can't keep taking money. what is wrong with them. I was transfer to 5 different reps before one person, who got my name worng even talked to me and then she was RUDE! What a joke a a RIP OFF!
I had the same thing happen. My security system never worked. They said they'd let me out of the contract. My wifi isn't strong enough for it to work and never should have been installed. They billed my debit card 6 months afterwards. I had to change my debit card last month. I did. And they called me today asking me catch up with $100+ ! She was rude too.
bad business ethics poor servie
I have had ADT for two years and thank God my contract is over with (i hope). For about the firt 6-7 months of service, we didn't have service. We had their technician come out to fix our system but he would blame our cable company (comcast) for the issues and told me that I had to contact comcast to fix the issues. So I had Comcast come out and they were unable to diagnose the problem. Turns out that a mouse or some critter had eaten through my telephone wire in my crawlspace so I spliced the wires together and tadah! the system worked. This tells me that the technician never checked the wiring in the first place.
My second major issue with them is when we signed for the service, we were told that if the phone line was ever cut that ADT would automatically be notified that the wiring had been tampered with. That clearly didn't happen since I was without service for about 7 months.
Finally, our two year agreement is up. I called to cancel our service and the customer service rep would not let me cancel because my wife signed the contract, not me. I'm the one who's billing information they have. Anyhow, I had her talk to the service rep and they still would not cancel because they said they only gave out 3 year contracts and that this was the contract we had. Good thing I have a copy of our contract! So we read our contract verbatim stating our 2 year obligation with them. The service rep said our service would be canceled but we never received a confirmation of our canceled service. And since you have to give them a 30 day notice before canceling, I have to deal with one more [protected]@tty month of service. I will have to call them tomorrow to make sure our service was canceled so that this does not drag on any longer
The complaint has been investigated and resolved to the customer’s satisfaction.
ADT Security is a joke! And a ripoff too!
I know because I worked for them for almost 2 years as a commercial and residential service engineer in Arizona.
I designed, installed and tested technical security systems at US embassies and consulates before I retired from the USG and went to work for ADT. I am an electronic engineer and had specialized USG training in all aspects of technical security. I did military communications systems engineering for 23 years prior to working in security.
When ADT hired me, they promised 30 days of training and I got nothing! They also said I would earn $75k but it was less than half that amount. And ADT managers, who knew nothing about security, expected and demanded that service personnel do at least 7 service calls per day, regardless of the complexity of the problem. Service crews were sent out with no parts and often had to call other service personnel to see if they were nearby and had the part needed.
ADT installs alarm systems that do not work and when a burglary does happen, they tell the customer ADT is not liable since the customer did not test his alarm system monthly as they are supposed to do.
Most homeowners would not even know if their system was communicating or not with ADTs monitors (they either have a communication link over a telephone circuit or a wireless connection via a cell radio transmitter). I personally saw situations where the system was installed and not working properly and the customer had been paying for months or up to a year without knowing it.
Yet despite all the shortcomings, ADT sees fit to charge $30-40 a month for a false sense of security - it's all about profit and little to do with customer service and satisfaction.
And ADT has no installation standards, installer training, or spare parts on service trucks. I was sent to one customer’s home which was about a 1 hour ride away; when I arrived he needed a few standard 1.5 volt batteries and I had none on my truck. I had to drive to the nearest Ace hardware and buy them using my own money. At other residences, I found the heavy alarm panel mounted with only drywall screws (it was falling off the wall), exposed conductors on wires, panels installed upside down, and sensors that had been installed days ago falling off.
ADT sales reps know little about security principles and how to design a proper alarm system. They advertize the $99 special, which is OK for a studio apartment at best, and then use the bait and switch scam to get the customer to shell out $1000 or more for an “expanded” home alarm system. Sales reps are out to maximize the total sale dollar amount since they get paid on commission.
And ADT will take over any system ever installed by anyone else, as long as the customer pays the $30-40 monthly fee. Then ADT will not have trained personnel or parts to support these odd ball systems when they do fail.
Buyer beware! It is a known fact that a big guard dog is a better deterrent for burglary! And keep in mind that a critical factor for any alarm system is the time it takes for police to respond to the alarm– if you are in a remote location and it takes 30 minutes for police to get there, burglars have this much time to crash and grab.
Full Disclosure: I'm a salesman for a subcontractor of ADT alarm systems.
This is why we don't even do VOIP installations anymore. It's suddenly ADT's fault a mouse chewed thru your cable line x-D
The only cost effective way to be notified of a broken tel wire is with a GSM device, and since it carries extra costs with it most customers choose not to purchase it.
Tech may have been lazy unfortunately, but 90% of the tel problems that occur with alarm systems not being able to communicate seem to happen after a cable company switches the customer over to digital phone.
over drafting my account
I read my contract, I abided by my contract and they still screwed me!
I specifically check quarterly billing - they decided to take the information from the check I provided for the installation fee and start automatic deductions! Isn't that illegal! They miss used the information on my check - that has to be fraud!
I faxed the requested information over to ADT research department on 12/7/09 to initiate the investigation for a refund of $105.00 in bank fees due to a with draw error on the part of ADT and I was told it would take 30 days for the research to be concluded. On 12/8/09 a supervisor called me back from ADT and confirmed that my information had been received, again letting me know it could take “up” to 30 days.
Today is the 8th of January 2010, and I have no refund to my bank account and today is the 32nd day since my information was faxed over and I have no result.
In this economy it is ridiculous that anyone should have to wait 32 days and more to receive what is rightfully theirs due to the negligence of others and I think that people should be aware of the treatment they are to expect when dealing with ADT. When I asked what was taking so long, since I provided the proof for the investigation, I was told there were many others also needing such attention. What a wonderful thing to learn about the company protecting my home.
The complaint has been investigated and resolved to the customer’s satisfaction.
bad billing, bad customer relations
Our contract was to expire in July 2009. In June, due to the system kicking into an annoying beep in the middle of the night, and otherwise sitting useless in the "Error" code (apparently, that meant no communication from the system in our house to the monitoring service), we called ADT to cancel the service and step us through manual disconnection of the...
Read full complaint and 10 commentscontract terms
ADT came to my place where an already installed alarm was installed The sale man toll me at first that the alarm is old and would have to be replaced. I told him that I cant see any problem with the alarm and I think they should test it . at the end there was nothing wrong with the alarm. I than told him that I will only be living there for a couple of months and then move and not need the services of ADT, and he told me no problem. Also did I ask him that if the alarm will go of how long will they take to get to the house. He told me not longer than 5min. So I was working out in Lagos Nigeria and not even 24 hours gone when they have broken in to my place with the woman and kids in the house at 3.30 in the morning. This is on a small holding in Brits it took ADT 28 min to get to my house. 2 days later they have broken into the house and this is where my family was no longer safe with ADT and as I was still sitting in Nigeria I told the family to move out of the property and got a house in George we have bandit the house and did cost me a lot of money to do the move over night. We have given every thing up Melanie left her job and now my income is our only income Because our life’s was on the line.
Apparently now I have got a 36 months contract that I don’t know about Me Rosa at ADT told me sorry for you but you will pay for 36 months until 2012 . Well SORRY but I will not pay she told me go look at point 1.8 this out of her head seems that this is n problem to many . And if you look at the blue contract see that point 1.8 is and DEFINITION and that is all. No where on my contract did I sign for a Fixed Period nor is there date that this contract ends just when it starts! This is all bull and they are thieves where most people will se them as some one you can trust. The man or rep that did the contract was 45min late to start of and did not know what he was doing and told me a lot of crap.
ADT thieves
The complaint has been investigated and resolved to the customer’s satisfaction.
false charges
After contacting ADT about a code appearing on the alarm display, they said that this code can't be fixed over the phone so they have to send someone out to take a look at it. A couple of days later, they show up to fix it and then when I receive my bill their is a $980 charge! This charge was never discussed with me at anytime during the time I had contact with them. For $980 I can purchase a full time security guard with an alarm system. The monthly fee of $45 dollars I paid is supposed take care of monitoring and service. Then they charge me a ridiculous fee to fix it. This company is not honest and forthright. I will never do business with them again and I advise you to not do business with them also.
The complaint has been investigated and resolved to the customer’s satisfaction.
rip off and useless
We stopped the ADT security system for my aunt at least 1 1/2 years ago because she'd become too confused the arm and disarm it. On Christmas day 2009 I went to check on my aunt and found a piercing screech that had been going on for 2 hrs. The phones did not work and when I called ADT on the cell phone to ask them how the alarm could be turned off, they had no answers except that if I didn't have the password there wasn't anything they could do. When I asked to speak to a supervisor I was put on hold then disconnected.
I finally ripped the ADT unti off the wall which stopped the horrible noise. Next day had an electrician to find the problem with the phones not working. He found that ADT had never bothered to disconnect the phone line from their system. When the battery back up ran down it set the alarm off.
My aunt is an 80 year old woman with memory loss; she has a Lifeline attached to her phone. When phone wasn't working neither was the Lifeline.
The complaint has been investigated and resolved to the customer’s satisfaction.
ADT defaults on their panels have a 3-4min siren timeout, so the whole 2hrs straight spunds like crap. Second why would ADT disconect the phone line from the system? Thats what she was paying for. Sonds like your " electrician" just told you something to get you off his back, because when properly installed the connection made in the alarm panel and to the rest of the phones in the house work in unison. If there was a problem it would of been known prior to the incident.
Third is without the PIC (personal identifcation code) the dispatcher is not allowed to stop the alarm. What if I broke into your house and when the ADT operator calls or if i even call them i say everything is fine how would he or she believe i am who i say i am. Use your brain [censored].
ADT Security is a joke! And a ripoff too!
I know because I worked for them for almost 2 years as a commercial and residential service engineer in Arizona.
I designed, installed and tested technical security systems at US embassies and consulates before I retired from the USG and went to work for ADT. I am an electronic engineer and had specialized USG training in all aspects of technical security. I did military communications systems engineering for 23 years prior to working in security.
When ADT hired me, they promised 30 days of training and I got nothing! They also said I would earn $75k but it was less than half that amount. And ADT managers, who knew nothing about security, expected and demanded that service personnel do at least 7 service calls per day, regardless of the complexity of the problem. Service crews were sent out with no parts and often had to call other service personnel to see if they were nearby and had the part needed.
ADT installs alarm systems that do not work and when a burglary does happen, they tell the customer ADT is not liable since the customer did not test his alarm system monthly as they are supposed to do.
Most homeowners would not even know if their system was communicating or not with ADTs monitors (they either have a communication link over a telephone circuit or a wireless connection via a cell radio transmitter). I personally saw situations where the system was installed and not working properly and the customer had been paying for months or up to a year without knowing it.
Yet despite all the shortcomings, ADT sees fit to charge $30-40 a month for a false sense of security - it's all about profit and little to do with customer service and satisfaction.
And ADT has no installation standards, installer training, or spare parts on service trucks. I was sent to one customer’s home which was about a 1 hour ride away; when I arrived he needed a few standard 1.5 volt batteries and I had none on my truck. I had to drive to the nearest Ace hardware and buy them using my own money. At other residences, I found the heavy alarm panel mounted with only drywall screws (it was falling off the wall), exposed conductors on wires, panels installed upside down, and sensors that had been installed days ago falling off.
ADT sales reps know little about security principles and how to design a proper alarm system. They advertize the $99 special, which is OK for a studio apartment at best, and then use the bait and switch scam to get the customer to shell out $1000 or more for an “expanded” home alarm system. Sales reps are out to maximize the total sale dollar amount since they get paid on commission.
And ADT will take over any system ever installed by anyone else, as long as the customer pays the $30-40 monthly fee. Then ADT will not have trained personnel or parts to support these odd ball systems when they do fail.
Buyer beware! It is a known fact that a big guard dog is a better deterrent for burglary! And keep in mind that a critical factor for any alarm system is the time it takes for police to respond to the alarm– if you are in a remote location and it takes 30 minutes for police to get there, burglars have this much time to crash and grab.
rip off
Would like to say that ADT is a money making scheme, they send salespersons who probably has a Standard 5 Education to sell their product, needless to say how they train these guys to sell a product where they legally bind you for 3 years. So sad cause I was asked to finish off at my current job, was told by these ''Educated'' salespersons that you could cancel the contract at anytime, now because you didn't read your forced contract you are bound to pay the remainder of a contract that first of all is of no use, cause you never see an ADT Security person in the area, and the customer service is just pathetic. You can never get hold of the CEO's or second in charge cause they playing Golf with all the monies we pay. Nobody ever calls you back with solutions rather giving you options like to clear you name from ITC you have to pay the remainder of the contract, what sort of nonsense is this, by signing this contract we give up our right to cancel or terminate this contract. Isn't our country already in so much bad debt, and now they list you cause you can't afford to pay their salaries. Is there not an Institute that helps one with these kind of companies, that force you to sign up with them, and because you didn't read the fine print, your life or your name is blacklisted.
I pray that God will have mercy on your souls, how you could swindle people and force them to sign up with you, I will hand this matter over to my Almighty Lord and Saviour Jesus Christ.
Anynomous
The complaint has been investigated and resolved to the customer’s satisfaction.
Here's an article I wrote about ADT pricing. I'm an ADT competitor but I think you'll like the article.
http://suretycam.com/2011/09/11/free-850-home-security-system-costs-way-more-than-you-think/
ADT Security is a joke! And a ripoff too!
I know because I worked for them for almost 2 years as a commercial and residential service engineer in Arizona.
I designed, installed and tested technical security systems at US embassies and consulates before I retired from the USG and went to work for ADT. I am an electronic engineer and had specialized USG training in all aspects of technical security. I did military communications systems engineering for 23 years prior to working in security.
When ADT hired me, they promised 30 days of training and I got nothing! They also said I would earn $75k but it was less than half that amount. And ADT managers, who knew nothing about security, expected and demanded that service personnel do at least 7 service calls per day, regardless of the complexity of the problem. Service crews were sent out with no parts and often had to call other service personnel to see if they were nearby and had the part needed.
ADT installs alarm systems that do not work and when a burglary does happen, they tell the customer ADT is not liable since the customer did not test his alarm system monthly as they are supposed to do.
Most homeowners would not even know if their system was communicating or not with ADTs monitors (they either have a communication link over a telephone circuit or a wireless connection via a cell radio transmitter). I personally saw situations where the system was installed and not working properly and the customer had been paying for months or up to a year without knowing it.
Yet despite all the shortcomings, ADT sees fit to charge $30-40 a month for a false sense of security - it's all about profit and little to do with customer service and satisfaction.
And ADT has no installation standards, installer training, or spare parts on service trucks. I was sent to one customer’s home which was about a 1 hour ride away; when I arrived he needed a few standard 1.5 volt batteries and I had none on my truck. I had to drive to the nearest Ace hardware and buy them using my own money. At other residences, I found the heavy alarm panel mounted with only drywall screws (it was falling off the wall), exposed conductors on wires, panels installed upside down, and sensors that had been installed days ago falling off.
ADT sales reps know little about security principles and how to design a proper alarm system. They advertize the $99 special, which is OK for a studio apartment at best, and then use the bait and switch scam to get the customer to shell out $1000 or more for an “expanded” home alarm system. Sales reps are out to maximize the total sale dollar amount since they get paid on commission.
And ADT will take over any system ever installed by anyone else, as long as the customer pays the $30-40 monthly fee. Then ADT will not have trained personnel or parts to support these odd ball systems when they do fail.
Buyer beware! It is a known fact that a big guard dog is a better deterrent for burglary! And keep in mind that a critical factor for any alarm system is the time it takes for police to respond to the alarm– if you are in a remote location and it takes 30 minutes for police to get there, burglars have this much time to crash and grab.
i have had ADT for 2 years, they sent a new bill for this year in march, i called and said i wanted to cancel it. a month later we got another bill for the year - i calle dagain and sid i wanted it cancellec sent in a signed letter that they provided, now today 5-11-10 i get a call from their collections dept for a balance of 201.00 i yelled at them for 10 minuted got a manager and she said it would be cancelled on the 13th of may and i owe 184.00 i am not paying for it- what a terrible company- DONT USE ADT WHATEVER YOU DO!
I read my contract, I abided by my contract and they still screwed me!
I specifically check quarterly billing - they decided to take the information from the check I provided for the installation fee and start automatic deductions! Isn't that illegal! They miss used the information on my check - that has to be fraud!
I faxed the requested information over to ADT research department on 12/7/09 to initiate the investigation for a refund of $105.00 in bank fees due to a with draw error on the part of ADT and I was told it would take 30 days for the research to be concluded. On 12/8/09 a supervisor called me back from ADT and confirmed that my information had been received, again letting me know it could take “up” to 30 days.
Today is the 8th of January 2010, and I have no refund to my bank account and today is the 32nd day since my information was faxed over and I have no result.
In this economy it is ridiculous that anyone should have to wait 32 days and more to receive what is rightfully theirs due to the negligence of others and I think that people should be aware of the treatment they are to expect when dealing with ADT. When I asked what was taking so long, since I provided the proof for the investigation, I was told there were many others also needing such attention. What a wonderful thing to learn about the company protecting my home.
Please contact me [protected]
never received $200 visa card
I was promised with the purchase of my ADT alarm system that I would receive a 200.00 gift card for the promotion. It has been over 2 months and I have called serveral times. I have not received my Visa Gift Card and was planning on paying for the first few months of service with it- Please contact and let me know, they said that I was suppossed to get a email but never received that either.
The complaint has been investigated and resolved to the customer’s satisfaction.
My system was installed in November of 2009. I sent the information they requested certified mail on 3 occasions. According to their website they did not receive the first page of my residential contract. That's pretty strange because when I look at what they have posted that I submitted, the first page of the residential contract is right there.
I've called and e-mailed numerous times and it has not done any good. My recourse now is I have filed 2 complaints with the Attorneys General Office, one in Colorado as well as Florida, which is where they are home based. Better Business Bureau has contacted me and they are working on it.
I would strongly suggest that if you have not received your rebate you do the same thing and make ADT step up to the plate and deliver what they have promised us, their customer. My hope is that others will join in the fight and that people will read the blog and think twice about using ADT.
fraudulant service
We requested ADT security services to be installed at our residence on July 23, 2009. They took $150 up front took our credit card number at that time. The security system never worked. If we make a call to complain we have to pay $25 to $158 for service call. We cannot cancel the service because we have signed a 3 year contract! They deduct the amount monthly from my credit card. They say in their website that they will pay the money back if we are not satisfied within the first 6 months. They refuse to do that saying it is a dealer who installed the system in our house. We did not call the dealer. We called ADT. This sounds like a big fraud. Can anyone help me to get out of the contract without losing much?
The complaint has been investigated and resolved to the customer’s satisfaction.
They installed an alarm system into my home. I decided I could not afford it anymore so decide to cancel the service. I called the office in Orange, CA and spoke to a few people who made threat after threat saying I could not cancel or I would Be sued for thousands of dollars. End result was the told my if I payed up front for the entire first year I would not be held responsible for the remaining 2 years of my 3 year agreement with ADT and would be let out of the contract. Will I paid them their money because after other problems could not afford a lawsuit and going to court because I am elderly. I found out later from their corporate office of ADT that I was lied to and that the only reason they wanted me to pay for a whole year is because thats how long they are on the hook for with ADT corporate. As per corporate ADT I could have canceled without any legal action from them but Security Solutions Group, Inc. 1 City Blvd. West #1120, Orange, CA [protected] would have been charged back for the loss of my account because Security Solutions Group, Inc has to keep my business for 12 months.
Security Solutions Group, Inc.1 City Blvd. West #1120, Orange, CA [protected] , Security Solutions Group, Inc.1 City Blvd. West #1120, Orange, CA [protected] , Security Solutions Group, Inc.1 City Blvd. West #1120, Orange, CA [protected] , Security Solutions Group, Inc.1 City Blvd. West #1120, Orange, CA [protected] , Security Solutions Group, Inc.1 City Blvd. West #1120, Orange, CA [protected] , Security Solutions Group, Inc.1 City Blvd. West #1120, Orange, CA [protected] , Security Solutions Group, Inc.1 City Blvd. West #1120, Orange, CA [protected] , Security Solutions Group, Inc.1 City Blvd. West #1120, Orange, CA [protected] , Security Solutions Group, Inc.1 City Blvd. West #1120, Orange, CA [protected] ,
refund
After numerous phone calls, threats and 40 days, I finally received a refund from ADT for a cancelled installation. They responded to a letter from the Better Business Bureau and a refund was issued almost immediately. I haven't received it, but at least they are now saying (for the first time) that it has been issued. If anyone else is having a problem...
Read full complaint and 2 commentslack of customer service
Today (9 nov) around 12:00 am I received to alarms. I was sleeping so I did not hear them but my brother in law did. When I woke up, I saw 2 missed calls and 2 voicemail from adt. I check my wife phone that is the 2nd contact and it had the same thing. When I called in the morning to speak to a representative and ask them why they did not called the police when none of the contacts answer the call, they decided to check what was the signal for. The representative told me that the 2 alarms they received was because of a breakup on the back door. He continue stating that he have no idea why they never called the police. I decided to cancel the service and told the representative to transfer me to the cancellation department.in there the other representative ask me if I wanyted to disconect because of this incident I told her that I have been a costumer for the past 2 yrs, paying the over price amount of 33.95 a month and when an alarm came to my house, they didnt even attempted to call the police when there was a "breakage" alarm. This is unnaceptable! She instead of offer me something to convince me stay with the company like a courtesy visit to make sure everything in my system is good, or 1/2 % of my overprice monthly payment for the next yr or so, instead, she told me that the cancelation will be effective in 30 days. You guys have the worst customer service ever!
Please note that just because you guys received the pin number it is not an excuse for you for not calling the police. Someone could of had a gun in my head making me put the code. Receiving another signal at 8:00am saying that the equipment is malfunctioning after receiving a signal that someone breaked into my back door, (8 hours after the incident happened) is not a valid excuse for you not to call the police.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have had ADT for nearly two years. I changed VISA cards and reported the new card to them to debit my account automatically. They failed to do so, yet did not send me a bill. Much to my surprise, they had disconnected my alarm without ANY notice to me. Yet, they expect me to pay for the service as if it was centrally monitored. They are unprofessional and have a horrific collection agency working for them. They are the worst company. They also gave my information to third parties--the collection agency knew my house was not monitored. So, if my house is broken into, I will know it is the classless people that they have collecting for them--all because they failed to credit my account correctly. I have had it. All of the other complaints seem plausible to me after what I have gone through.
awful customer service
We have had equipment problems with this company starting in Sept. Recently in Nov. we were replacing doors in our home and when we were finished we made appt for 1/15 to have sensors relpaced and repair sensor in which they were out to replace/repair numerous times, we were charged 131.00 on this day. After the tech left I tried to shut of the chime he had set fo the doors and could not do it. I then called ADT and a tech walked me thru the same thing I was doing and it did not work, she also tried other tricks and relized the tech locked us out of the panel. The following morning the sensor we had problems with previously went off, and I culd not do anything about it, it took ADT 1hr 15min to call and inform me of the signal. At this time I was told I would have to power down the system (shut it off) She then said I would have to make another appt for 1/22. On 1/21 I received a call from ADT stating that they will not be out on 1/22 because the appt was not booked and the earliest would be 1/29. I told her at that time this was not acceptable and an emergency call should of gone out after my first call. I have called the local Mgr Mr McIntyre 4 times and left messagesI have spoken to a Mgr at the National level and he stated he would handle the problem and call me back on the 21, this was not done. I have called this company many times and have been bounced around with no success. I have an 83 year old Dad with cardiac problems and he has an alert button he wears in case of an emergency and due to our system not working it does not work, and I am afraid to leave him alone. I have filed a complaint with BBB and I hope you could look into this more deeply. They stated today when I canceled our service I would have to pay 99.00 for what I do not know, our system has been down for 2 months and I expect the 131.00 I paid for services on the 15th when the service call caused all the problems and I could not use my system. This company's customer service is terrible and they give you the run around. I would never recommend to anyone and hope you can look into this further so another customer does not hav to go thru what we have. I will be going with a new company.
The complaint has been investigated and resolved to the customer’s satisfaction.
Fraud. I asked for 1 year security for a property the ADT agent did it for 3 years. when I requested changes he refuse to return calls. He also suppose to send me a copy of the contract which he never did. Really a dishonest person
B4 signing contract, we made sure we would be able to change locations w/ no extra fees. Now they can't keep their promise. AWFUL SERVICE!
No rebate as offered when ordered the system. Have filled out paperwork two times as requested to the letter. $200.00 was the refund offer to sign 3 yr. contract.
Will not stop taking money out of account and keeps double billing after cancelling
Good Afternoon, my name is Andrew and I work out of ADT's Corporate Customer Relations office. I am sorry to here about your recent dissatisfaction and would like to assist you further. Please send us your contact information to CustomerConcerns@adt.com and we will reach out to help. Thank you. -Andrew
There service are pathetic
That is HORRIBLE. I hope that the problem is fixed now..I got a phone call from a Representative and she was RUDE and you could tell she was just doing another day at work with no happiness to her..I let her talk and then when she was done I said .None of it sounds like what I need..Plus, you sound rude, so you have a nice day..CLICK. I am glad I declined the offer..I really hope things are ok!
Most discussed ADT Security Services complaints
ADT service bad experienceRecent comments about ADT Security Services company
ADT service bad experience
Defender USA
7 reviews
ADT Home Security Systems & Monitoring
7 reviews
Sunstates Security
15 reviews
Vector Security
18 reviews
Vivint
123 reviews
Our Commitment
We make sure all complaints and reviews are from real people sharing genuine experiences.
We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.
We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)
Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.
Personal details of reviewers are strictly confidential and hidden from everyone.
Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.
How about a complete and secure home security system for about $250 with no monthly monitoring fee ever? Beside being wireless, you can install it yourself and modify the program to meet your exact needs. It can call your cell phone, the police, the hospital or anyone else that you want it to call. I have had mine installed for 3 months and I'm sorry I didn't know about it about ten years ago. I also have Magicjack VOIP phone line that costs me just $19.95 a year...that's right $19.95 a year!
If your interested give me a call @ [protected] or cell: [protected].
My E-mail address is: trrose@bellsouth.net.
Have a great day!
TR Rose II