ADT Security Services

October 12, a burglar smashed the glass in the front door of our business at 3am. He enters and walked around in our store looking for stuff to steal. The alarm NEVER went off. Not from the broken glass or the motion. The tech who came out that day said “it just happens sometimes “.

Instead of letting me out of my contract, they tried to sell me more equipment . Absolute joke of a company. Total crooks, I wouldn’t Reccomend them to my worst enemy . I can only cancel by paying the contract balance .

I am filing a complaint on ADT in reference to receiving a shipping label to return to Google nest cameras that did not work as we were towed so we were asking to return them. It started on 19 November when the virtual assistant let us know that the cameras wouldn’t work in the way that we requested so I asked to receive a refund and he said just call the number the one 800 number and they should give your shipping label so that you can ship them back FedEx and receive a refund. I have called ADT from 19 November all the way up until today. I was on the phone with them today for over four hours. without resolution. Was transferred I was hung up on I was disrespected I was told I couldn’t get a shipping label. I was told by seven other people that I could get a shipping label but still didn’t get a shipping label. Just went from department to department to depart department on hold for hours on end with no resolution I am just trying to get my money back for some cameras that are not working like we thought that they would please help me. I will not stop until someone helps me. I will not stop calling I will not stop emailing because this type of treatment should not be , upon any customer, the customer service received from ADT is the worst and if I could rate them, I would give them zero stars and I’m glad that these phone calls that I’ve made are recorded because I would request that you go listen to all of the recordings as well as read everything in my file, the notes and you’ll see how how the ADT workers and customer service have mistreated me and not giving me the shipping label I requested.

I have had ADT services for over 11 yrs and they have increased the rate and reduced the access to customer service. This last attempt was the straw for me. I called to cancel and was offered the ability to speak to many representatives except for the one that could cancel my subscription. This, they advise me will take over 45 minutes of waiting on hold and if I don't do it this way, and I do not pay for my next upcoming monthly bill, they will turn me into collection. I am still on hold and will stay here til I die if needed. I WILL cancel this horrible security system. I have already replaced them with another. Susan Glabe [protected]

Hello I spoke to Ricardo at [protected] he kept sniffing coughing interrupting me wouldn't listen then I kept asking the same question he wasn't answering he decided to stop listening stop answering and remain silent and then ignored me when I asked him to speak up. Disgraceful representative of yours and will cause me to go elsewhere to find an alarm monitoring. Please take action on this derelict. Sadly Mr Js

I am calling from my cell phone [protected] and after going through a litany of recordings I had to wait about 20 minutes for someone in Technical support to answer the phone.

Apparently 'all calls will be recorded for quality assurance' doesn't apply because no one is actually listening to the calls to make improvements. Your company customer service has gotten worse over the years.

I just had an upgrade in my home system and the APP on the iPhone is difficult to use.

I am seriously thinking of going to another company at this point.

You lie when you sale the system saying you are going to secure the home but when you leave there are windows I can simply pry open to get in.

Not sure how you call that security

Now I am in bed with you guys for 3 miserable years

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

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

Had ADT twice in our homes. First time it was it was great. Moved,and used them again. This time nothing but problems.Alarm going off in our home several times when the unit wasn't even armed. Called them, had the unit reset and within an hour, it went off again. Called the co. they say our unit never went off in their business..We want to cancel contract, no problem they say, pay up for another year...Excuse me? Why am I paying you for something that has not worked? I am in a wheelchair and when this alarm goes off, I have to be escorted to a safe place while the home is being searched by my husband. We phoned them several times to ask why this would happen and were told "I don't know", yet they sent no one out to see why...They did not care about our protection, just want their ridiculous contract paid off. They also don't want their equipment back,,,No kidding, why would they, it doesn't work! I would never again trust ADT people for the security of anyone. This is why they are in court now fighting lawsuits/Your better off getting a Macaw bird who will screech when something is wrong! Seriously people. save your life and those you love, Do Not waste your money or their lives on this business.

Around 0900 10/31 fire alarm goes off. No fire! 0912 I call ADT. Woman tells me to check batteries on the main smoke alarm. I do. I replace batteries (tested them later and they worked fine). Then she puts me on hold. The alarm has been ringing now for 20+ minutes. I tell her to contact the fire department, which she should have done immediately as soon as she realized there was no fire. She puts me on hold. The fire department shows up. We explain what happens they laugh and say it happens all the time with ADT, and no bother. The woman disappears. I call again and speak to another woman who suggests I remove the posts from the main battery in their metal box. I did. Alarm still going off. She transfers me to another department and we get disconnected. My wife calls on her phone as by now, our friend is calling us to see if there is a fire, as she is on our contact list. Alarm has been beeping since around 0900 it is now past noon. While I am still on hold, I test the other ADT smoke detectors and disconnect them, finally the alarm stopped. I reconnected them and through process of elimination, found the problem, but when I reconnected it, the alarm started again, so I left it disconnected. Since I am either still on hold or disconnected I call ADT back and get a guy who I told the whole story. He had me do the battery with the detector in question and scheduled a service call today, 11/1, between 0800 and 0900. No one showed. I called at 1030 and the woman told me it was a phone appointment and not a service call. I asked to speak to someone who did not want to lose our 18 years or so of our being a customer. She put me on hold, it transferred me to another apartment, whose auto call said someone would call me back in an hour. So here I sit.

Be advised this is the 3rd time this has happened in 15 years. Once they reset the system, the second time, we had to buy a battery for the main box, and this is the 3rd time.

Name: Najwa Schiek

Ahmed Abbas

Address: 25139 Birchtree CT, Corona, CA 92883

Contact No: [protected]

email address: raymond.[protected]@yahoo.com

Referred my friend

Maysoon Ben-ghaly

Aaddress: 21312 Bishop, Mission Viejo, CA 92

That was 6 months ago and you ignored my calls and requesting the $200 gift card of refering a customer.

Please send it immeditley, and try to improve your customer service to keep your repetation in a good standing!

My 81 year old mother's front door security magnet has fallen off. We have had two people tell us to tape the magnet back up, which is clearly not an appropriate response. When I asked to get a tech out the person said there were two appointments on Wednesday the 11th I said we would take the 12-4 timeslot which they did not schedule and now the soonest available is Nov 1st. We were given three choices. 1. retape the magnet 2. bypass her front door so she could use her system or 3. wait until Nov 1st. She has been a customer for 33 years I would think you would find an appointment sooner to address this issue. AS I stated she is 81 years old, and this is a huge liability if someone breaks into her house.

What are you going to do for her to ensure your equipment is working?

This is some of the worst service I have ever had and the fact that you are one of the biggest security companies (monopoly) is alarming. I can be reached at [protected].

Had the system for 15 months, was took we could cancel anytime with no contract fees. I retired from the Army sold our house to move back home. They said there would be a $649 contract cancellation fee. So they sent me a diy system and said it would wave the fee but it restated my contract for another 3 years. It is laying in a storage because we are buying a house and have no use for the diy system. Customer service has been a [censored] show with no help. I was forced to take the diy system or be charged $649. They lie to you. I would not recommend ADT to my worse enemy, they are just another that is about corporate greed. And will screw you over every chance they get. Every the military families.

On September 11, your field representative Colin Meryen, came to my home and offer a package to include ADT, Credits on my Centurylink/Direct TV service. I agreed and was informed that the $99.00 installation fee would be refunded. The installation fee and $53.99 were deducted from my account on September 14. I started calling on September 20 to no avail to try and determine when this reimbursement may happen. I continued to call and finally receive some one to speak. I was told on the 11th that it would be 5 -7 days to receive this refund, on the 21st I was told it would take 5 -7 days to receive a refund, on the 25th I was told it would take 5 - 7 days to receive a refund, on the 26th I was told it would take 15-16 days to receive a refund. I finally received the refund on the 4th of October. I also inquired on the credits all of these phone calls and was told that I now needed to contact Residential Services/Alpha. I started calling them on the the 20th and have placed over 50 called and still no one is every available to speak to me. As far as I am concerned this is a breach of contract. You can call them yourself, [protected] and you will verify no one is available. This is a horrible representation of ADT.

These are the most unprepared, rude people I ever ran across and need to be fired all of them. On september 23 @ 11:02 pm, this asinine person carlos hung up the phone on me when I told this person I didn't have the verbal password but I provided him with the contract information and matthew childres, so he hung up the phone on me.

Previously, a woman with a caribbean accent did the something and hung up the phone on me.

It all started with an old bill, that they claimed the contract was sold to collections then, the next day I got a call they said I owed a bill and I told them I will pay the bill, but I needed to see the invoice.

Look the service is trash and when my contract is up I am out

I am writing this letter in true disgust over the service I never received. I have been a customer of Protection One/ ADT for several years. I phoned on 9/13/2023 to have a technician come out to repair some wiring on my home alarm panel. A technician was scheduled to come to my residence on 9/19/2023, between the hours of 8 A.M. and 12 P.M. I rearranged my schedule so I could be home when the technician arrived. At approximately 10:50 A.M. I received a call from ADT stating that the technician had called in sick, and that I would have to reschedule my appointment for another day. I’m relatively sure that this technician is not the first one to ever call in sick. I would think that a company of this magnitude would have some sort of contingency plan in place to overcome an obstacle of the nature. Unfortunately my schedule is extremely busy the next few days, and even more busy since I had to rearrange my schedule for today in anticipation of the technician coming. I rescheduled my appointment for 9/22/2023. Shortly thereafter I realized I was not available on that day. I called back to see if another technician could come to my home later in the day on 9/19/2023. I’m sure this was not the first time a technician has called in sick and that person is not the only technician in the area. The young lady I spoke to placed me on an extended hold and when she returned to the phone, I was told there were no other technicians available the entire day. At that point I requested to speak to a supervisor. After a yet longer extended wait the same lady came back on the line and said she had spoken with the supervisor, and was told to offer me a $25.00 discount on my next bill. I was not attempting to get any type of discount. What I needed was a technician to come to my home.

I was finally able to speak to a supervisor and I explained my dilemma to her. She had me hold on then returned to the phone and told me she could not have a technician come out on the scheduled day. My first question to her was why I would not get informed the day before or earlier on the scheduled day that the technician had called in sick. I’m pretty sure the technician called in a lot earlier than 10:50 A.M. (the time I was notified). Running a business in this manner is totally unacceptable. I unnecessarily rearranged my schedule so I could be home when the technician arrived. The way I was treated was like my business and longevity was of no big concern and that my business over the years was not valued. That certainly a poor way to run a company who is supposed to be here to meet the paying customer’s needs. I felt that my business is not appreciated.

I decided that since I am not a valued customer to Protection One/ADT, that I will discontinue my service. I have already contacted Vivint and set up for a technician to come set up a security system. I will see if they are more receptive and will appreciate my business.

I have been dealing with ADT since last year because my connections to your dispatchers rarely work. I have had over 10 service calls with technicians who would temporarily fix the problem and then hours later the system would go down. I have had over 6 calls from technicians running through their ways of fixing the problem and minutes later the system is down. This doesn't include the number of times I have waited for a call, hours at home, and never got one. They tell me that no one ever answers their calls. I have told them not to call me from an 800 number because my phone can't receive those calls. The last person I talked to was a Jessica Short from Dallas ( [protected]@adt) whom was very helpful in making me an appointment with a Sales person, Christian Smith from Conroe, Texas [protected]). Yesterday, he never showed up. I did talk to him over the phone and he apologized for forgetting our meeting. He was going to get together with some technicians to maybe fix the problem with my ADT Pulse System or upgrading to the ADT Command System. He was also going to call be back in a few hours with a solution. Yes guess what, I never heard from him again. The last service tech that was out here, tried to fix the problem after 3 hours and told me he couldn't fix it and was going to call his supervisor or have a salesman call me with an upgrade. Yes guess what no one called. He just walked out the door and left me hanging.

I want a full refund for my service calls. I will not pay anymore monthly service charges of $61.17.

I paid over $6000 in 2017 for all the equipment installed here at my home. That's a lot of money for a system that has never worked right.

If this is the kind of customer service you have to offer, who needs it. Heaven for bid someone were to break in and cause harm to me or anyone else.

James Rosen

10177 Oxford Lane

Iola, Texas 77861

[protected]

[protected]@gmail.com

ADT Account #[protected]