ADT Security Services
reviews and complaints

On or about July 12, 2022 my cameras in door and outdoor went off lan I have had at least 4 visits without issue being resolved until August 29. I have been charged an high amount for services I did not receive. It was determine by last tech that the problem was the cloud link.I remember a charge of $267 and other charges . Now today august 31, 2022 I called to get my mobile app set to new gmail account. I was on phone from 1256pm to 3:35 pm and issue was not resolved. Now I cannot use app on tablet or mobile phone and call was disconnected. leaving me displeased and dissatisfied with lack of service. I dispute charges made to my account and supplement for services I have not received.please reach me at [protected]. My e mail is [protected]@gmail.com. I am a senior citizen.

My AC stopped working. I paid $85 for a tech to diagnose the problem. Tech said it was the thermostat not sending signal to the AC to turn on. I call ADT and they couldn't fix it by phone. They sent an ADT technician who said he had zero training on thermostats. In fact, I helped him remove the thermostat. Tech ended rebooting the system and that seemed to have worked. I called ADT to get $85 credit because the thermostat is not even a year old. If the system did its job, my AC would not have stopped working, therefore I wouldn't have called anyone to tell me it's the ADT Thermostat that is not working.

I used to be an Ackerman Security customer, but back on June 7, 2022, I canceled my account (proof of cancellation in email letter). In the meantime, and unknown to me, ADT bought Ackerman and are now charging me for services that I canceled in June 2022 and furthermore I do not even have equipment hooked up as my house is scheduled for demolition. I have called repeatedly for hours to contact someone who can help and each representative keeps passing me off to someone and no one helps me. Additionally, they keep saying that I have to talk to Account Management. They supposedly transfer me and then I am left on hold for hours! This is a SCAM operation. I am going to the FTC.

I am an Senior living in Urban area in St. Louis, MO which a burglar alarm is required.

Upon installation approximately one year ago, all was fine.

Upon some internal issues, it was recommended that I switch to the new Google Door bell.

This Google Doorbell Ring/Camera hasn't work since - it will not hold a charge. I call customer service several times within a day and on hold for hours, upon my last call on hold for over two (2) hours and just couldn't wait any longer. The new Google Doorbell holds a charge for one week only - why am I paying for service that has to re-charged every week. As I have tried multiple times via the Chat, that did not work either - back/forth communication with a Rachel - whom again, not willing to assist!

I have several visits by technicans, multiple visual calls etc, still to no avail.

I am looking for some assistance, if not can you please remove the devices within my home and I will go elsewhere.

No one within ADT is willing to assist a Senior - just keep providing excuses with no help!

I am an EXTREMELY DISSATISFIED CUSTOMER! For over six months I have been reporting problems with constant beeping and the System Status indicating a problem with the motion detector in my living room. I have had technicians here more than once, PAID THE FEE, yet the problem continues. On 8/24 I had to spend over an hour reporting the problem...20 minutes on hold then being referred to three different consultants and having to repeat my story to each of them. The third consultant said I would get a visit between 1:30 & 2 and no one showed up! On 8/25 I had to go through the agony all over again. The consultant said a visit would be today, 8/26 btwn 8-12. To add insult to injury I was informed that I must pay $100+ for the visit...FOR A PROBLEM YOU HAVE NEVER FIXED! I have been an ADT customer for 17+ years and your failure to resolve this issue is unacceptable. The fact that I will also be charged over $100 for ADT's incompetence is outrageous. I am demanding that the charge be waived by ADT and that the problem is permanently fixed. This has gone on too long

I order an alarm system to be installed to be used with my existing hard-wired sensors. Instead, ADT came out and removed my hard-wired system and installed a wireless system that now does not work because none of my connections are wireless. The system cannot connect to anything I have and all the sensors now have to be replaced. I now have no alarm as a result of ADT's mistake. ADT also drilled holes in my walls and left other holes where the technician removed my older alarm. ADT sent only one technician who was at my home for 8 hours and installed an alarm that now does not work. To make matters worse, I spoke with 5 different people from ADT who all tell me different things. I was told that ADT would install a converter which works with wired and wireless systems but when the technician came back out, he admitted that he could not even install a converter because he had removed my hard-wired control system. ADT is also gaslighting me . . . claiming I made the mistake rather than fixing it.

We had our system installed June 13, 2022. As part of the offer, we were supposed to receive a $100 Visa Rewards card. The installer said we would get it in approximately 2 weeks. It has now been over 2 months! Every time I call, I get transferred to "someone who can help you with this." Only information I get is that we were supposed to get via email a redemption code that we were to submit to receive the card. ADT has our email on file, but we didn't get an email. I have spent numerous hours on the phone with "customer service" but haven't gotten a resolution.

I'm riding this complain because I've been trying to reach someone and I can't reach anybody and I have an uncached check issue to me back in March and I don't know what's going on but get my check number was 329-0969 and I had to call you out to see Rihanna check and no one's contacting me or you haven't sent me another check and I already called the number the 1-800 number to get a check mail to me again and nothing

Recently, I changed my internet service provider. I was not aware of the need to contact ADT prior to changing the provider. When I tried to contact ADT to resolve the issue with the security cameras being off-line on 3 separate occasions I was put hold for over 25 minutes, with one incident being terminated by the operator after I got her on the line.

Once on the line, I was directed to a troubleshooting portal that is difficult to understand and manipulate. At one point I asked to speak with a manager. I was told that I would be contacted within 24 hours. It turned into a longer period than that.

This company has to get better at their customer service and resolving issues at a quicker pace. right now I am paying for a service that I cannot use.

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.