ADT Security Services

August 2021 - after being a long-term customer, we called to inquire about an upgrade. We were told the cameras were faster, clearer, better. Of course we agreed to have this installed. Once we had them installed our internet did not support. So we upgraded the internet, in hopes this would help. We maxed out our current service (PRTC). Cameras still not working. We added Charter for internet only. Now paying for ADT equipment, more for PRTC and now additional internet with Charter. Way more money. Still cameras not clear, drop pictures, would not load, and did not capture. We called to have them removed and get our old equipment back that was paid for. We were told that was not an option and they would send someone to look at the system. ADT came, very nice service man but still after he left, cameras were now not audio at all to help, and still not working at 100% with all the increased cost. We called again to have this equipment picked and to express I do not want this equipment. I failed to mention that from the original contract ADT removed one RING doorbell, 2 fobs, and the handheld device. I have yet to see this new contract with those items removed. I DO NOT WANT TO PAY FOR THIS EQUIPMENT. IT IS NOT WORKING AS IT WAS INSTRUCTED TO. IT COST SO MUCH MORE IN INTERNET FEES. I AM NOT HAPPY. WE HAVE BEEN CUSTOMERS A LONG TIME. PLEASE HELP ME. All I ask is for the equipment to be removed and you take it with you. I am ok with regular cameras that don' use as much upload speed. I can't afford to pay for all this internet and equipment that is not worth the money. I made a huge mistake doing an upgrade. Please advise and please help.

On June 22, I requested to cancel service for account [protected] and the ADT customer service said that I need to pay $242.53 to close the account. The case/password number for this call was 701923. On July 14, I received a past due balance of $115.21 and I called ADT again to verify the status of my account. The ADT customer service said that the account is cancelled and can be found with case/password number [protected]. On July 27, I received a bill with balance $66.57 and I called customer service again and Mr. Christopher Reed said that I needed a 30 days notice in order to cancel my account. So I requested an email stating that I would like to cancel the account and that the $66.57 was the remaining balance for this account. Mr. Reed said that the email will arrive in 24hrs. Unfortunately, the email never arrived and I called ADT customer service again on August 5. Ms. Ana refused to give me her last name and said that I will get that email soon and that the account [protected] will be cancelled on August 24. On August 12, spoke with Brandy G. Also without last name with employee #202228 said that the account will be canceled on Aug 24, I just have to trust ADT. The conversation kept repeating without any solution to the problem then she forwarded me to another department and I waited until getting cutoff.

Seems like ADT is trying to trick us from paying their services and late fees.

Have been a customer for 5 years. Cancelled on August 1,2022 for the following: on July 28, spoke to customer service about an equipment problem got connected to repair department who informed me that ADT is not receiving a signal and need to send out repair service. Repair came out on July29,2022 which took him a whole 5 minutes to inform me that with cable phone, the system is not working and ADT should have notified us because ADT should be checking for signals once a month .No one asked if I changed phone provider prior to the repair individual. I have had Xfinity phone for at least two years so with ADT not receiving a signal, I have paid for services for no security protection. Received a statement on August 5,2022 for August billing. Called payment department and was told that I need to pay the month of cancellation. That was just great, haven't had protection for over two years, to me ADT cancelled us a long time ago, now adding insult to injury. BY the way your waiting period to talk to someone at ADT is horrible. Star rating one ( 1 ).

On Monday 8-1 I spoke to Lauren Blackmon sales rep.

she confirmed ADT could provide all services I required.

At approximately 1:30 pm 8-1-2022 I spoke with Lauren and said the contact was incomplete… no emergency contacts, etc

On Tuesday 8-2, I received the contract with none of the agreed changes included. I email her requesting changes again.

Do not purchase! They are liars! I purcahsed a doorbell ring camera and an adt pulse camera. I was told that i own all of the equipment. Since i dont want to renew my adt plan the adt pulse camera is now useless. So now i have an expensive useless camera that i can't use unless i use adt. They are parasites dont believe their lies given by desperate sales persons!

Paying for a system that is not currently working and having anxiety without an alarm system and very angry with the amount of time I’ve spent on the phone and changing batteries etc. etc. etc. etc. today is August 2 the final day that I’m over with it I was on the phone for over an hour and actually two hours I waited at least 45 to 50 minutes to speak with somebody then had to remove the sensors take the lit off put the batteries in take them out again remove the lid put them back up take them down again remove the lid put the battery back in after 60 seconds over it and then they said it for me to get somebody out for free I just stay on hold but they’re closing at 10 so I waited for I think 24 minutes and then they drop my car because they were closing I am more than livid Waymore than livid and I’m trying to be very Christian about it I feel extremely unsafe and let down and ripped off

Account Number: [protected]

Just want to recommend better training for associates in response to cancelling of contract. I spoke with a Moneise at the beginning of July to cancel my contract as it expires on 7/31. She told me to call back again on 7/31 to cancel contract which I thought was unusual. I told her I was concerned about doing that as I would be charged on 7/29 the $63.12 monthly fee and it did not make sense to pay that when I was going to cancel on 7/31. She then said she would waive that and all I had to pay was $4.16. I agreed to that.

I called back on 7/28 and spoke to a Stephanie and told her I wanted to cancel contract as directed by Moneise. She said I needed to call 31 days in advance so my cancellation would take effect on 8/26. I told her I had already put that request in at the beginning of July with Moneise. Unfortunately, Moneise did not do that, all she did was credit my account.

I called again on 7/29 and spoke with Monica to validate cancel request was put thru thinking the effective date would be 7/31. She said it was 8/26. I explained my discontent as I had spoken to Moneise in the early part of July thinking everything was taken care of but due to misunderstanding the cancellation request would not take effect until 8/26. Monica then waived the $63.12 indicating that no other charge would be incurred, and full cancellation would take effect on 8/26.

Thankfully Monica was able to clear everything up, but I was disappointed in the way the initial request of cancellation was handled. I don’t think Moneise had a clear understanding of cancellation procedure which caused undue frustration on my part that was directed at Stephanie and Monica. I am pleased that Monica was able to settle everything professionally, but I do recommend better training.

I am a new customer that received partial installation a week ago. Unfortunatelly, a technician fried one of the transformers for the thermostat and was advised by his supervisor at 8:45pm to leave me with no AC. I was advised to get an electrician to repair it. So unprofessional of a company and totally unethical! I have fixed it and now await a refund. In the meantime i have requested a manager to contact me, or coorporate client manager and they said they would within 24-48 hours but NOBODY has! WHAT AM I PAYING FOR? No service, pulling teeth, excuses, short staffed etc..THIS is what current ADT is about.

Advertised as the BEST in the industry it appears more as the WORST in the industry!

Very, very dissappointed, discouraged and disguisted!

Horrible service so far!

We had home security system with ADT for about 1 and 1/2 years. The service was poor. The Camera's would not record most of the time. After several attempts for them to come to our house to resolve the problem (which they did not) We cancelled services with them. The sent us the final bill for contract end. The Bill was $528.30. We had set up auto pay from our bank account for the monthly billing only! About a week after receiving the final bill they took the $528.30 from our bank account. They did not have authorization to take the final bill amount from out account. We called ADT over 30 minutes on the phone with Jose' he told me they could not refund the money because it had already processed. That is ridiculous, you can always credit a customer's card!

I ask to speak to a supervisor several times on the phone, he would not get one for me. This is worst experience I have every had with a Company! We will be disputing the amount stolen from our account with our bank. If Jose' could have stopped reading from his manual and listened to me, we have a debit card that is getting mailed to us from our New Security company to pay for final charges with ADT. Once we got that we were going to pay the final bill. We did not dispute the amount due. But NEVER gave authorization to take it from our account!

Just FYI The new security company we have has not had any issues with service. Camera's are clear and notify us every time someone walks up. So clearly ADT products were not as good as the Vivent.

Thank You

Pamela Pate

I had set my alarm for the night before bed. A few moments later the smoke detector was sounding off. I ran to the keypad, entered the code and it would not shut off. ADT called to inquire to the emergency, I explained that there was not emergency. I was sent to customer service for trouble shooting. She would not be calling the fire department.

While The alarm went off again as I remained on hold for almost 30 minutes, someone else must have called the fire dept. The fire department came to my house to and inspected my entire home before anyone picked up the phone to trouble shoot the system. This is totally unacceptable. The fire men are puzzled as to how I can be on hold for so long. They completed their inspection and left and i still was not able to get help from ADT. When I did get service I was walked thru the reset process. And we hung up.

Later that same evening my mother called back and she was informed there was a reading of low battery. It would have been nice to get that information when I called so that I could replace the batteries.

When you have service with ADT you have to ability to save clips, up to 6,000 per month. Once you reach your limit, your system stops recording clips. When you go to your account online, it tells you that at 100% of stored clips, older clips will be deleted to make room for newer ones. This makes sense, delete the old ones for new ones. I can even go in and delete video clips myself, which I have. All of them are gone now.

However, this doesn't happen. Regardless if you delete all your videos, I have to wait until the 1st of the next month for the system to be reset. I've called the 3rd party company that installed it and ADT directly and I'm told to either wait or buy more storage. I'm paying for a service that I can't use and that is a bold-faced lie against what it tells me on my account.

This system is set up as if it was 2010. We had Vivint and their system would just delete over old videos and keep going, which is how it should be. ADT makes you wait until the next month or buy more storage and that is not fair to the customer. It should delete old clips and keep going.

When I signed up with the service [protected] performed on 05/25/2022 I was advised by a Manager and the salesman that I would receive 2 100.00 gift cards. To date I have only received 1 for 100.00. I have contacted the salesman many times and he kept saying that he would look into it with his manager. He ultimately now has refused to answer my calls and text messages. I believe that I have been falsly led to believe that I was getting a service and product that was never intended to be recieved. I am requesting resolution of the missing 100.00 gift card.

Stephanie Glass

106 Green Tree Drive

Crawford Texas 76638

[protected]

On June 24, 2022, I contacted ADT Alarm Services to cancel my service because I had recently lost my job. While they tried to get me to stay, I wanted to stop service. It is costing too much and can no longer be in my budget. At the time on the phone when closing the account while speaking with a female she told me that I was paid through June so no further balance would be charged.

Now I received a text message saying that my payment is due and when I reviewed the invoice it does not show that I cancelled service and is showing charges April through June and charges for July. I have tried contacting and speaking to someone (a supervisor) which I am just placed on hold. I should not owe anything and furthermore the account was paid through June as they took my payment directly out of my account.

I used to think this company was good but not anymore, the customer team members need to be better trained in cancelling an account.

On June 22, 2022 I called ADT to have my system upgraded. I wanted a couple of cameras added to cover the back and front of the house. The lady I spoke with quoted me a price of an additional $22 and change for the upgrade. This charge would be added to my current fee so my new total monthly bill would be $59.99 / month for 60 months. After questioning her to be sure that the $22 add was all it was going to cost me, I told her to go ahead with the upgrade. The next day the installer came to do the job and again I asked him if the $22 add was all I was going to be charged. He assured me that was it. Later that day was charged on my bank statement $284 as a deposit toward the new equipment. And now my monthly payment is $81/ month to cover the service fee and the equipment for the next 60 months when I feel it should be $59.99 that they quoted me. I have tried talking with ADT to get this corrected but after speaking with 8 different people I have not gotten any satisfaction. The first agent I talked with said that when he contact the sales lady who quoted me the price she admitted she made a mistake in the quote. I don't feel I am responsible for their mistakes. They all say they will check into the issue and get back to me which they never do. When you call back you get a different agent and I have to go through the issue all over again. When I called on 7/21 I was told a supervisor would call me back with-in the hour. That was at 10:30 am. I called back and again spoke with a different agent only to be told the supervisor went home early.

I need a resolution to this situation.

In May 2022, I called ADT to switch my services because I was moving. They told me that I would have to get a new plan in which I did not understand since when I initially got it installed the technician said that when I move I can transfer services and keep my current plan. ADT would not allow this so I agreed to switch my services to my new home and was told one cost but now it changed to something totally different. I paid a $100 deposit and an additional $373.28 on the date of installation which I assumed my total cost would include the equipment with installation. I was also being told that I would get a discount. I did ask for break sensors and agreed to pay for those monthly. Now I am told that I owe additional cost for installation to the tune of $900. Why would I agree to pay you over a $1000 in installation fees that does not include equipment. I am also being charged the monthly service fee. So now 2 charges are coming out of my banking account each month. I called customer service (which included over an hour of time holding and being switched) and they could not help and I asked to speak to a supervisor and Mary came on the line and I explained everything to her and I was waiting on her to review and respond, she hung up on me. This is not acceptable. I want this issue resolved. I was misled by the installer who installed my equipment. While he was at my home doing installation, he had me sign another agreement which I assumed was the same one that I signed before, but it was not. All the terms of the contract was changed. I am being charged for equipment, installation and monthly services.

Was talked into ADT by one of the contracted Companies to sell service, After a couple hours of thinking of it I called and canceled. They came out the next day and removed the system and said it was all canceled. It has now been 4 months and they're still taking out a payment every month for monitoring, Something I don't even have, I have called them every month and told them that I don't have a system and stop taking payments from my account and refund find the money you have taken. As of today they owe me $201.72 Today I was told they passed it on to a supervisor, manager Or something. Person the phone said it was above his abilities to take care of. So now I am waiting again hoping the surviving manager And return the money I'm trying to get back for months.

SafeStreets with ADT did not install the products that they agreed to install, when I spoke to them over the phone. The equipment they did install does not work. They are unresponsive and will not fix the equipment they installed, nor will they deliver and install the equipment still owed to me. They will not let me out of my contract with them, without charging me a significant penalty, though I logged my complaints with them immediately. They told me MULTIPLE lies when I agreed to purchase the security system and again told MULTIPLE lies when they installed the incomplete equipment package, which has never worked.

Some of the lies told to me:

Promised 5 cameras, 2 doorbell cameras, three keypads; Only received two keypads, one of which I paid extra for, and I received one doorbell camera, which has never worked.

I was signing contract with ADT, not SafeStreets. The contract was with SafeStreets.

SafeStreets are liars! Complete bait and switch and MULTIPLE straight up lies! Save yourself from a massive headache and do not sign their contract with only three days to cancel! Go directly through ADT. SafeStreets is NOT ADT and ADT does not guarantee anything SafeStreets says or does. SafeStreets is completely unafraid to break the law and their representatives have NO conscience.

We moved into a pour new home in Aug. 2021. The previous owner had the ADT equipment installed in the home, so we just called ADT and they started monitoring the house. I never met with anyone in person, we had a relative meet with a service man to inspect the equipment in the house. He only stayed a few minutes and left. We never physically signed any contract and we’re told there was no contract. We have had lots of failed to alarm codes, but being so busy remodeling our home, we let some of the days go by. We would have to call and wait on the line forever to speak to someone in the tech department to walk us through the problem and finally get the system to arm. Lots of problems with front door sensors! The home has two pads and the bedroom pad stopped working about 6 months ago. I called at the first of June and told them the whole system was out and we needed a technician to come out and fix it. The system shorted out or something and it blew the circuit. We did not know it blew the circuit until the next day, when we investigated and fount the socket was but not looking. The refrigerator in our Agra rage was on the same circuit and it blew the refrigerator too! There was no storm, the system shorted out and blew the circuit!We lost a whole lot of food in the refrigerator freezer and a lot in the fridge side. The Custer ear service people told me they could not get to us until the middle of July! That was 6 weeks to wait on a tech to come see about our system. I asked why in the world would an alarm company not have techs available for emergencies like this and make a customer wait for weeks on end to fix their security system? I was told they only have one technician in this area, and he only works one day a week here! I asked them “why “ do you offer your services where you have no technicians to service the area, and she did not know why. I called them back a few days ago and told them we were elderly and needed a reliable company and wanted to cancel with ADT. She told me she could cancel, but I would have to pay out the contract till June2923. I told her I did not think we were under contract since we had all the equipment and all they had to do was start monitoring. She said I was and I would have to pay. I asked her why did I have to keep up my end of the agreement if they did not keep up theirs? She said she did not know, but nevertheless I would have to pay. This company thinks they can bully us older customers. We need a security system that works, and if it doesn’t, gets fixed within 24 hours or less. Why pay for a service you don’t receive? Who’s going to reimburse us for the refrigerator and all the food? We need them to cancel our service with no fees.

To whom it may concern:

On 7/2/2022, my entire condo fell victim to a fire. My contract nr is [protected].

When I called in to cancel my contract for well understandable reasons, I was rudely advised, that, despite my extenuating circumstances FIRE and the inability to transfer services even if I wanted to (renting small room), I still would be responsible for the remaining contract charges of $ 1106.59.

I find your business practices incredible. Not only are your representatives marginal and unempathetic, they refused to let me speak to somebody who can solve this issue.

A big company such as yours should be practicing better customer service.

As a fully and permanently disabled US Army veteran, who volunteered my life for all Americans, I cannot believe that I am being put in a situation where I am supposed to pay for something I have lost in a dramatic event.

I need to speak to the contact who can fix this unbelievable mess.

I also believe that all customers, current and future, should be informed about the inhumanity I am exposed to at this time of loss and grief.

So, the least that should be done, is completely and full cancellation of my contract without having the pay the amount charged to me.

Iris Hart

These are back and forth correspondances from myself Miss Jacqueline Joseph to the respective ADT team who are responded to my concerns with little resolve. The burden to resolve this matter is being left to me and the ADT team show little interest in the safety aspect of my concern. I am being advised to seek an independent electrician or pay the call-out fee of some £200 to have them check that the disconnection was indeed completed. My concerns are as written below.

From: Jacqueline Gaffey

Sent: 05 May 2021 16:59

To: [protected]@outlook.com

Subject: ADT Fire & Security (JG05052021DL201490)

Good Afternoon Mr and Mrs Joseph

Thank you for your email dated 1st May 2021 in regards to a complaint, I was disappointed to read that you have reason to be dissatisfied with the service provided by ADT Fire & Security.

Having reviewed your concerns I can confirm that the engineer attended your property on the 23rs June 2016 as requested, to Down power the alarm system from the mains supply. the detector on the landing will have been connected to the main alarm control panel of the system and would not function without the main alarm panel. I have attached a copy of the engineers docket for your perusal.

The engineer will not remove any cable on view, as ADT Fire & Security would not make good any damage caused to the décor.

As you are no longer under a maintenance contract with ADT Fire & Security. Unfortunately, if a visit was requested for the engineer to attend the call would be fully chargeable.

Please accept my sincere apologies for the inconvenience that you have been caused in this matter.

Yours sincerely

Jacqueline Gaffey / ADT Fire and Security / Customer Solutions

Tyco Park / Grimshaw Lane / Manchester / M40 2WL / UK

Tel: [protected]

From:

Sent: Monday, June 13, 2022 6:25 AM

To: Jacqueline Gaffey

Subject: Re: ADT Fire & Security (JG05052021DL201490) - UNRESOLVED MATTER - JACUELINE JOSEPH 103 TRINITY ROAD, SOUTHALL, MIDDLESEX UB11ER

Dear Sir,

I am raising this issue again because the wiring does not appear to be disconnected from the box; I do not see any visible cuts or separations and I have been informed that wiring will more than likely be connected to a long-life battery which could trigger in-spite of the fact that your response team service is disconnected at your end. The other connections which were removed by myself were visibly disconnected as the engineer in question had cut the wires. This is not so with the one in question which feeds directly into the electrical box where all other electrical cables are located. I am distraught over this and very concerned to possible dangers and want an ADT engineer to come and check/ finish the job at no additional expense to myself. I lost my father during the pandemic and am having to look after my 81 year old mother. Having to be told I would have to pay a call-out fee of £200 + otherwise hire an electrician is insufferable. Under advisement, I was told that the original installers ought to check the job out.

I await your response. Please do not hesitate to email me. My mobile number is [protected] Jacqueline Joseph, 103 Trinity Road, Southall, Middlesex, UB11ER

From: Matt Aitken

Sent: 27 June 2022 12:11

To:

Subject: RE: ADT Fire & Security (JG05052021DL201490) - UNRESOLVED MATTER - JACUELINE JOSEPH 103 TRINITY ROAD, SOUTHALL, MIDDLESEX UB11ER

Good Afternoon Jacqueline.

Thank you for your email and I am sorry to hear of your concerns.

When the engineer attended on 23/06/16 the system was fully powered down and disconnected from the mains power. While there is a long life battery in the panel, once the system has been disconnected the battery would have been fully drained within 8 hours. If the engineer did leave the system connected to the battery this would have fully drained by now. As such I am confident that the work carried out by the engineer has been completed and there is no danger of electrical issues. As such I must advise that ADT would not envisage sending out another engineer without charge.

I apologise that I could not have been of further assistance in the matter. I must also advise that this is our final decision on the matter.

Regards

Matt Aitken / ADT Fire and Security / Customer Relations Coordinator / Customer Solutions Team

Tyco Park / Grimshaw Lane / Manchester / M40 2WL / UK

JJ AM

To:

Matt Aitken

Thu 07/07/2022 01:48

Thank you for responding. I have sought the advice of 2 electricians in the past who advised that I resort to yourselves to sort out this matter. I shall have the matter assessed again and if I am to believe that a consequence might occur with interfering/ removing the said UNCUT wire that feeds directly into the box as a job specifically carried out by an ADT engineer as the original installers of the security product, I will have little choice but to report this through the necessary national complaint channels. There are some electricians who may not wish to involve themselves with this being a matter that ADT should take up. Again, the wire was left UNCUT and directly wires into a chamber in the electrical box and not even an independent electrician might know what constitutes as part of your ADT product.

Good Day.