ADT Security Services
reviews and complaints

This review is for ADT Security Blue. Run away as fast as you can would be my advice. I called ADT after looking up the reviews, checking with the better business, etc. I signed up with the service not realizing that I was signing up with ADT Blue and it was a different self service within their company and that I had been signed up for it. I received a box of equipment to install just before Christmas not knowing I had a month to install it myself or be subjected to a $2000 fee that must be paid before I could cancel the contract. I called the wrong number for 3 months and was passed around constantly trying to get someone out to my home to set up their service. I was put on hold for hours at a time, listening to a "warped sounding recording" on the "wrong" service line that was given to me to call for help. It was only after I found a cancellation form online and submitted it that I received the correct phone number by way of email. The email read I had to call that number to confirm cancellation. I called and actually reached a live person fairly quickly then was told my service would not be cancelled and couldn't not be cancelled unless $2000 was paid prior. When I asked for a supervisor, of course the supervisor was busy in a meeting and would call back. When I stated I would stop further payment I was threatened with ruining of my credit and being turned into a collection agency. I never installed this service. It's still in the box, I was given the wrong number for assistance and continuously passed around to different departments which I would still be in if I had not been so tired of listening to that horrible, awful, warped sounding hold music and decided that enough was enough. Now to "wipe" them off my shoes for lack of a better analogy, I have to pay $2000 and have my credit ruined?! Run as fast as you can from this company is my advice!

HORRIBLE service and equipment! We have had ADT for 2 years (2 year contract.) In that time our cameras have not worked more than they have been working. Even though we pay a monthly fee for service, that includes the cameras, they charge us every time they have to come out to repair them. Once our alarm system was accidently set off and NO ONE from ADT contacted us or contacted law enforcement. Finally when our contract expired we decided to go with a different company. To throw salt in the wound, they are going to make us stay with their company for another month "per the contract" and pay for the month for nothing. I have asked to negotiate our service fees and final contract fee with supervisors with no results. They are all about the money and not about the security of the customers.

It saddens me to have to write about fraudulent tactics that ADT salesperson (Rory) told me in order to sell your ADT Security Services to me on 2/14/22. I was told by him that the cost per month ($45.99) was "locked-in price for life" and would never increase... that it would remain the same as long as I continuously kept the service and owned the home. Well the other day I received an e-mail stating that monitoring services will increase by $4.39/Month effective 14, 2023. I called the Elsa/Billing Department and she read my contract which states increase charges will apply (Contract: Pg. 5, Paragraph 3). She also told me that I have a 3-year Contract, which I was not aware of. She waived this $4.39/Mo. monitoring service price increase for 1-year, but I will incur a price increase after that. As you probably know, people don't take the time to read a 15-page contract... I didn't need to read it since I liked and believed in what Rory told me. I am furious in his bait-and-switch tactics, and the consumer should be aware of this. I plan to pursue this further by notifying our builder (DR Horton) and all new homeowners in our community. As a last resort, I will cancel ADT and invest in my own security system. SHAME ON ADT!

I have reached out to ADT on numerous occasions so that I may receive a return label to ship back a doorbell that only operates as a camera. Every time I call, I am transferred to multiple representatives who have not been able to assist me. On top of that, I have been transferred to Safe Haven twice, and each time they have said “You need to speak with someone at ADT”. I have totally exhausted all efforts in trying to return this doorbell and have put in a dispute with my bank. The customer service I have received would not make me want to purchase or upgrade with ADT, nor would I refer this company to family/friends!

I have had my ADT system since 2003 with a service contract. Whenever I had a problem, they would send someone out to fix it and you could reach a customer service rep within minutes.

Now, it takes 25minutes to reach a service representative and they want to charge me to send someone out to fix my system. I asked to speak to a manager, which one called several days later and I was unavailable to take the call. I called back and explain the situation and again after waiting 25minutes was told someone would contact me.That never happened.

Now my system doesn’t function at all and again I am waiting for a manger to contact me( after waiting 29 minutes once again).

Their customer service is terrible and to worst I ever seen that if I do not get satisfaction or a call back this time, I am canceling my service and going with some other provider. From research on the internet, ADT was the most expensive provider and from my experience, the worst in customer service.

My name is Stacie Frazier and I am a previous customer of this terrible company! I had some technical issues with my system and was offered a service call. Not at any point was I advised of any fee to be charged. I was then (without authorization) charged $131. I was advised by one of your reps that it was a mistake and that I would receive a full refund. I never received the refund. I called and the rep told me ADT had decided to take out for a bill (again not authorized) then I received an email stating a refund was processed for $75.65... I received $15.91 once again your company decided how much of my money they would return. Your reps are friendly but your account managers are thee rudest people I have ever encountered in my entire life! Now they have attempted to yet debit another $131. I am contacting my attorney at this point. I have been lied to, had money taken, and been talked to crazy by employees and I am sick of it. Your account manager was rude when I just need to cancel service at this point. Social media is next!

The problem is not as much about the money that keeps getting drafted/billed to my account that is not mine. I called in September to set up a new home account to be installed. At that time I told the person to cancel the account at 114 Culbertson Court, Greenwood, S.C. 29649. We still are getting past due notices on this account. We have three (3) other accounts with ADT. The customer service is among the worst I have ever experienced! We currently called to have our new home serviced, The technician was great! Again Your customer service is among the worst I’ve ever experienced as far as reaching anyone on the phone to resolve a problem!

- This was 2 week ago-Was on hold for38 min with no response! Called back, 28 min no response! Third time 20 min! Being charged for a home Zi sold 4- months ago (114 Culbertson Ct. Greenwood S.C. 29649) and called and canceled the service! Everyone says that it is not their scope of work and will have to transfer you to the the proper department!
Today again it is over 45 min and still no response as again I was transferred because it was not in their scope of work! What is exactly in ANYONES scope of work in your customer service department?
We have three accounts with you and seriously considering moving them.

Regards

Rick Patton

NAME
Mr. William Sanford Wilson
MAILING ADDRESS
245 Planters Ln
Coats, NC 27521
EMAIL
[protected]@mail. johnstoncc. edu
COUNTY OF RESIDENCE
Harnett
DAY PHONE NUMBER
(INCLUDING AREA CODE)
[protected]
I AM A MILITARY SERVICE MEMBER OR MILITARY SPOUSE.
Yes
ARE YOU OVER THE AGE OF 65?
No
FULL NAME OF COMPANY COMPANY’S INTERNET ADDRESS (URL)
ADT SECURITY SERVICES https://help.adt.com/
ADDRESS
ADT SECURITY SERVICES
PO BOX 371878
PITTSBURGH, PA [protected]
TELEPHONE NUMBER (INCLUDING AREA CODE) COMPANY EMAIL
[protected] [protected]@adt.com
PRODUCT, ITEM, OR SERVICE INVOLVED DATE OF PURCHASE, SERVICE, CONTRACT
ADT Security Home Service 07/18/2020
ACCOUNT NUMBER
[protected]
DID YOU SIGN A CONTRACT OR LEASE?
Yes
START DATE END DATE
07/18/2020 07/17/2021
TOTAL AMOUNT PAID AMOUNT IN DISPUTE
1220.04 1744.65
HOW WAS PAYMENT MADE? DID YOU BUY AN EXTENDED SERVICE CONTRACT?
Debit card No
At my home
HOW WAS INITIAL CONTACT MADE BETWEEN YOU AND THE WHERE DID THE TRANSACTION TAKE PLACE? ENTITY YOU ARE FILING THIS COMPLAINT AGAINST?
I received information in the mail.
DETAILS
I Got Security from ADT in 2020 at 3004 Brittany Dr., Clayton N.C. 27520. Camera's and home away service to monitor away from home. We agreed to a 36-month contract. When buying my home in Coats NC in May of 2021. The technician came out and said he couldn't do Camera's. So, I didn't sign any paperwork due to not getting the doorbell camera or cameras. So, they kept saying the internet speed was not fast enough. So, the second technician falsified my electronic signature, and the service wasn't given that we needed and agreed to in 2020. I complained when I found out later and stopped payment because of none service and breach of their 3-year contract. The contract he falsified was for 60 months. They later used another one of my bank accounts to start drafting a monitoring fee which I had told their management department I couldn't deal with being charged a fee that was charged previously that was falsely signed by their technician. I had stopped payment in 2021. But in September of 2022 they started charging me from a different bank account. When I found out that they were doing that. I went to the bank and had them to stop all payments or charges that came from their company. I had received previous mail notices and just ignored the communication through mail in 2021. Then in December of 2022 I suddenly received an envelope in the mail from them that they were charging me $12:00 a month to monitor my home. I got a call from Elisabeth Thompson, ID number. 278421. I thought she was respectful in her conversation, So, I explain my grievance with their company. I knew I was being recorded so I asked her Identification information. The monitor box had gone out during a storm after Christmas. No call from no-one until I stop payment from coming from my other bank account. I had to change accounts and alert my bank concerning how they had been able to pull the money from another account. Another ADT representative name Katrina save I had to have given them the last four of my social security for them to sign the signature and I knew she was lying because in my college classes since 2019 it has been drilled into us in our computer class. Computer Fishing, Trojan horse, and all the scammers use to get information to use to get our information. I got a letter today trying to charge me $1,744.55 cancellation fee. They breeched the contract and falsified my electronic signature and used another one of my bank accounts which they were never authorized to use. I don't want any type of communication from them through mail, email, text or phone call. I am a disabled military veteran with TBI, anxiety disorder, and have migraines that I get treated for. My mental health doctor knows I don't need that stress. I don't need the tension or harassment from their company. So, I ask if something can be done to stop all communication with their company or any representatives from them.
HAVE YOU CONTACTED THE COMPANY WITH YOUR COMPLAINT?
Yes
NAME OF PERSON MOST RECENTLY CONTACTED.
Katrina, and other managers in 2021. Miss Elisabeth Thompson
HIS/HER PHONE NUMBER (INCLUDING AREA CODE)
[protected]
RESULTS
The letter came today after the conversation with Miss Elisabeth Thompson.
WHAT RESOLUTION WOULD YOU CONSIDER FAIR?
No kind of contact from their company or trying to get money from me that they already overcharged me for in 2021. They give me the whole amount they charged falsely. No Contact.
DO YOU HAVE AN ATTORNEY IN THIS CASE? HAS YOUR COMPLAINT BEEN HEARD OR IS IT SCHEDULED TO BE HEARD IN COURT?
No No
WILL YOU BE SUBMITTING DOCUMENTATION BY MAIL OR FAX?:
No
Important Information
CONSENT
✔ This information I have provided is true and accurate to the best of my knowledge.

I have been a customer of ADT for over 20 years. I have used this company for my resident as well as my business. I really think the company as a whole, is a good company. Because of our mutual good business and customer relationship, I was recognized as a loyal customer and offered a lower rate on my monthly bill. I accepted the offer, signed a contract via docu sign and the offer was honored. The term of the contract was for 36 months.

After about a year or so into the contract, our business took on another lease at another location where the facility had its own ADT alarm system. Therefore, we had no need for an additional system, and we wanted to cancel the service, but we were obligated to pay the remaining rate of the contract of $1,600.00. They offered to transfer the service to my resident, but again I had ADT at my resident already. As a loyal customer I felt I was now being punished.

I have been and ADT customer for 33 years, but they will never get another penny of my money. Worst customer service I have ever experienced.

Yesterday, January 25, 2023 my alarm panel started beeping and showing an error code. I spoke to six different people in an hour and a half with no resolution. I finally hung up and called back customer service to cancel ADT entirely. I spoke to Rick and told him to cancel the account and do not put me on hold again. Of course he put me on hold for over 10 minutes.

All done with ADT. They need people there who know what they are doing.

On 8/24/2022 I referred my sister Karol Ward for the ADT security program. I filled out the web information on my adt site. My sister signed up for the ADT with the salesman David Marshall of Phoenix, Arizona. I was told I would receive my $200 Visa Card within 90 days. I never receive the Visa Card or credit on my bill for the referral. This is a bait-and-switch program. I called The MY ADT on 1/24/2023 and contacted three different departments and was given no answer - I was on the phone for over an hour. I went on the Chat online and they sent me back to the same departments that switched me back and forth. I would like either my $200 Visa Card or Credit on My Bill. My sister Karol Ward at 11602 N. 58th Drive, Glendale, Az 85304 signed up for the service because of the referral. I was there when she signed the agreement with David Marshall.

First of all, evening services are understaffed. I had a sensor that was put on the top of a window fall between the double pane. I had to wait one hour on the phone to talk to someone because I couldn't put my alarm on. Yesterday, 1/19/2023 I was transferred SIX times before I could get a virtual appointment for the next day on this issue. Well, 8:30am appointment time no one called but I got a call from ADT at 8:00am looking for the wrong customer. I now have a new appointment at 12:30pm. Let's see what will happen. I told ADT at the ihouse service NO ONE ever checked that my 10 year old key fob was working even though it is supposedly programmed in the main system. I followed their instructions to get new batteries, it still didn't work. ADT is reluctant to send an updated key fob. MY MY MY what waste of mt time.

They took money from my checking account without my authorization it was 91.80! Last year our battery died we paid a service charge when they replaced the battery. The battery died again and was told since it was last year they wouldn’t charge us! Instead they charged our checking account without our authorization! I want my refund as soon as possible!

On 1/9/2023 your truck license plate ANJ 920 unit number 283697 damaged the gates at the entry of our subdivision. The event was recorded by the cameras that monitor the gate. The truck went to the house of Thein and Dzung Luu at 11504 Beringer Ave NE in Albuquerque NM 87122. Your employee completed the work at the LUU''s house and then left. I called and reported this on 1/10/2023 and was told I would be called back. I reported it again on 1/13/2023. On that date i spoke with Tracy Hillentant in acct maintenance. I was again told I would be called back.

I have not been called back. I called again today on 1/19/2023 and was told by "ISSAC" that I needed the LUU's account number and password before he would talk to me.

I should not need to validate the LUU's account to make a claim for damage your employee caused.

I am a board member of the HOA that owns and maintains the gates that were damaged. I am also an attorney.

Worst company I can say we ever dealt with lies huge scam artist what a ordeal AFTER YOU SIGN CONTRACT they just lie... the sales manager we dealt with was never prepared and lied to us through the whole process! Their electrician showed up and could not do the job the day the installation was to be done even if he could he couldnt do it that day lets not leave out the electrician look like he just was off a weekend binger... sales manager never returning calls, then advises us through text to get our own electrician and we would be reimbursed by company. Lets not get started on the one camera that doesnt even work... Just lie after lie, after many calls no return from sales manager till we eventually were contacted after my husband gave them a awlful review, just to be told sorry nothing we can do and if we try to cancel we owe money to them because of our signed contract... The worst security company out there! BUYER BEWARE! This company has no accountability

corporate did nothing to refund money owed to us and promised by their sales staff and we have documentation over text from manager! im glad im in a development of 55 and over with over 200 homes and asked what security company we would recommend! Not this company Not Adt

RUN FROM THIS COMPANY!

ADT
Customer Care Operations:
Mr. Mike Picciola
1501 Yamato Road
Boca Raton, FL 33431
January 11, 2023

Dear Mr. Micciola:
I have been trying to rectify a SIMPLE problem since August 2022.
I called 16 times, a total of 318 minutes, and yet my SIMPLE problem is not corrected.
Here is the story:

The doorbell camera (supplied by ADT) stopped recording after a month. I called in (8/29/2022) several times a total of 172 minutes. Finally, I was told I have to pay $4 more a month to get that reactivated. I agreed.

Another month went by and the camera stopped recording yet again. I called in on 10/04 and was promised to fix the problem.

Another month went by and the camera stopped again. I called in on 11/03 and was switched from one representative to another. Then got disconnected. I attempted to call back for the next few days and was not able to get anywhere. Waiting periods ranged from 40 to 80 minutes. I have been too disgusted with your customer services.

On 11/10/2022 I made another desperate attempt to fix the problem. Again to no avail after 109 minutes going from one agent to another as usual.
Finally I called Microsoft (the maker of the doorbell) and paid them $120 for a yearly subscription and that solved the problem.

Now I want to cancel my account with ADT. Since a simple problem could not be solved after more than 3 attempts. What If I have a serious problem?
ADT is still charging me extra for the doorbell camera even though they did not solve the problem, and now I have been doubly charged for the doorbell camera.

07/26/2022 2:24 PM
[protected]
4 Min
07/26/2022 11:27 AM
[protected]
3 Min
08/29/2022 5:18 PM
[protected]
1-800
36 Min
Wi-Fi call
08/29/2022 5:03 PM
[protected]
1-800
1 Min
Wi-Fi call
08/29/2022 10:36 AM
[protected]
1-800
104 Min
Wi-Fi call
08/29/2022 10:08 AM
[protected]
1-800
28 Min
Wi-Fi call
08/29/2022 9:46 AM
[protected]
1-800
4 Min
Wi-Fi call
10/04/2022 11:00 AM
[protected]
1-800
27 Min
10/04/2022 10:57 AM
[protected]
1-800
3 Min
11/03/2022 12:25 PM
[protected]
20 Min
Wi-Fi call
11/09/2022 12:38 PM
[protected]
5 Min
Wi-Fi call
11/09/2022 1:00 PM
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2 Min
Wi-Fi call
11/10/2022 5:16 PM
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62 Min
Wi-Fi call
11/10/2022 4:33 PM
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43 Min
Wi-Fi call
11/10/2022 4:20 PM
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4 Min
Wi-Fi call
12/12/2022 11:14 AM
[protected]
1-866
2 Min
Steven Badro
Rulla Badro
1903 Pineview Rd
Forked River, NJ 08005
[protected]
[protected]@gmail.com

Hello phoned on 12/27/2022' to upgrade service. Spoke with and agent and was quoted a price. Tech came out o 12/28/2022' and they installed the upgrades and we were recommended several add on. Before the techs left we paid the bill in full on our credit card. We did not have a hard copy of either contracts to compare until I called and requested them. A contract was sent by email on 12/29/2022' I was told I had to request it first before sent out. There are items on the contract I have no idea what they are. We phoned the tech on 1/3/2023' to ask to discuss the contract. No response. I phoned today 1/5/2023' and spoke with thirteen agents (13). One agent told me that when the tech comes out and a customer add on anything that cancels out the old contract. How was I to know that? I was kept on hold and/or disconnect or transfer to the contract department and then disconnect. No call back! Some of their agents I could not understand due to their strong language accent. I find this un acceptable and has my anxiety at a 10! Agents names 1 Hose 2 Ken 3 Fatina 4 Ken 5 Sheri 6 Kay 7 Zyha 8 Christa 9 Christine 10 Lea[ro 12 he just hung up due to bad connection. Yes I ask for names.

I have had service with this company for over 6 months and have not had 5 days straight service. This is a home security company; my home was broken in and the service of course was offline. I have been trying to cancel for four months and they refuse to cancel. I tried cancel before the required time was up and they still refused. They have troubleshooted the equipment over ten times and keep offering different products that supposedly make the equipment work, solar panels, wi-fi extender still the system does not work. I called to request an address to send the equipment back and was told they do not have an address to give the public. I requested a shipping label and was told they would send it if I paid over $1, ooo, to cancel even though I have requested cancellation since my third month without service. I have spent months now trying to send the equipment back to no avail, they continue removing fees from my account even though they know the service is not working.