ADT Security Services

In 2015 I showed interest to adt security services. They came to my house for explanation on how they work, later they came for installation. Unfortunately, I was not at home they found my 18-year-old son, he signed the paperwork. I communicated with them after I found out the installation has been done. I informed them that I am no longer interested to their service because I have a tenant so it will not serve its purpose if I release the password.

They came to remove the battery; they keep on billing me for the services that I have never used.

Please help me to resolve this issue.

1. Telephone support wait times for BOTH ADT and Safe Haven are torture. On 11/14/22, I called three different customer support numbers

800.238.2727 ADT Customer/Technical Support

877.842.0818 Save Haven sub-contractor Customer Support

844.413.1920 Save Haven sub-contractor Customer Support

On the 1st one, I was told there was a 59 minute wait - so left a call back number. I NEVER got a call back.

On the 2nd one, I got disconnected after being on hold for 11 minutes.

On the 3rd one, I was on hold for 26 minutes and told to leave a call back number.

My wife tried the 2nd number again. After being on hold for 25 minutes, she finally got through to a person to arrange a service call.

2. We were forced to pay a $62.84 service call fee (11/14/2022) before they would schedule it. The sensor issue turned out to be a bad sensor which had to be replaced. Not our fault - faulty equipment. We want a refund.

I called a d t for 2 weeks before getting a rep on the line. 90 mn hold time is deplorable.

I finally got a repair man out. No invoice. Just transfred to sales, to replace unit.

I cam't get through the phone system, I push multiple numbers sometimes it hangs up, other permeant. Hold time. Tried corperate transfred another 20 min hold.

I have een a long time customer, and the service is deplorable! You just get transfred and put on hold.

Customer service is non exsitant.

I do not think it is appropriate that I should have to wait on hold for 45-55 minutes. I have no idea if this is the normal wait time. You should have a call back option wherein the caller can leave a call back number. I currently pay for (3) ADT plans. They have been in effect since Dec. 2018

7580603

7680685

7580721

I was told when I purchased these plans that I was obligated for (3) years. That time has expired. I can contact American express and revoke the authorizations or you can call me.

Wiliam Griffiths

[protected]

alarm keeps going off about 1/2 an hour after arming home an leaving... they are calling my daughter ( second contact ) instead of me... this has been going on for nearly 5 months... Technician came out about 3 months ago and we were told there were no problems found, but this hasnt stopped happening. Police are now telling me if they keep having to come out for these false alarms they will start charging me. I have been a customer with you for over 40 years. IT NEEDS TO BE RESOLVED.. I have called technical support.. been given the run around.. I have contacted them several times. this isnt working for us we need this fixed. We are paying for services we cant even use at this point. Paying for a subscription for this alarm that we cant even arm..

I called ADT today on Nov 8, 2022 to cancel my account. The rep took my information and put me on hold for over 20 minutes. I hung up and called back and was connected to an agent. I didn’t get the agent’s name but she was rude and seemed to have an attitude. I was put on hold briefly and when she returned. She began to rattle off everything all at once about my account cancel. Then she hung up on me without giving me an opportunity to verify what she said. This is poor customer service.

Our small business had ADT set up summer 2022. From the beginning of the contract, we had massive issues with the equipment/technicians/and customer service.

I want to explain all of these in detail so people reading this can avoid the same mistake that we made by using this company.

During our initial install, before even arriving on the premise the technician asked for directions were rude and yelled at our employee. When they finally found the location (we are around 1 mile away from ADTs local office) they once again yelled at the same employee. They also quickly requested to speak with the owner and were dismissive towards the women working in the office... After speaking with the owner, the install was still done incorrectly.

After waiting a month for ADT to correct this, they sent their 'pro' technician from another state to assist. He drove hours from another state and the light drizzle of rain prevented him from taking the single necessary step on a ladder that was required to move a camera.

After waiting another month for the next technician. They arrived and refused to make any changes to the equipment without approval from the owner. They did not accept the direction from the women working in the office and once again were rude and dismissive. This technician also refused to wait 5-10 minutes for the owner to arrive and promptly left.

If you have read this far and think that this must be grounds for terminating the contract you would be wrong. They categorized all of our visits as part of the initial install and not service visits. If you have problems during multiple service visits they will cancel your contract. They can do this to keep you in the contract for longer, I really do not understand how this is not more recognized as a scam. You have no control over what type of service visit it is.

I had 6-8 phone calls with ADT in a single day (the phone calls kept dropping due to problems at their call center) with the long holds it lasted from 9am-6pm and then a couple more into the next day just to end the contract. On the phone I clearly explained all of the issues we had. They had no time for it and did not care. They tried to offer 'deals' they tried to offer free months (which we never got) and they even tried to send back the 'pro' guy again to fix the issues. Of all the people I talked to a single person agreed that this was unacceptable behavior and told me to call them back specifically and they would end the contract for us. After I spent time detailing all of the issues and called back asking to speak with the same person, I was told that 'I was not able to speak with them', and that cancelling the contract was not included in her notes on the ticket. I was also told that technician's behavior, pretty much whatever it is, is not grounds for terminating the contract.

I tried to get ahold of someone locally to avoid being on hold for so long with customer service. Most people had quit at their local office including the manager for small business accounts, they told me they haven't been able to find a replacement. They gave me the number for two regional managers who have never answered their phones after repeated attempts.

In the end they charged $1600 to a small business for equipment that never worked, they lied, we had a break in attempt during this time period and lost a bunch of time just trying to get them to stop billing us. Easily the worst experience I have ever had dealing with a business.

In a response to this on another website they offered a 50% reduction in the fee... I know they know that is much more than they would receive if it were to go to a collection agency. They deserve zero.

HI,

I signed up for ADT security in Aug, but then found out that they wanted extra money to access the panel from the app on my phone. So, I cancelled my account within a day of setup. The agent told me that they could come get it but the soonest was in a week. So they picked up the equipment, but continued to bill me. I called ADT and Safe Streets several times to get resolution and refunds for 3 months of service that I never had.

The wait time on the phone is ridiculously long and there is no email to write to. I've explained this situation to a handful of people and finally had one agent put in for a refund, but I never got it. In the meantime, I turned off my credit card and I keep getting billed via mail to my house. I gave them the back up to support my situation, yet still get the bills. I asked Safe Streets to contact ADT and vice versa. I'm out of the communications, but am also out 3 months of money for services I have had.

What do I do now?

My apology for bothering you.  we received a bill telling us that we were late with our payment.  we have paid $649.50, the balance in full for the google nest door and the adt panel on 26 oct 2022,  withdrawal ach adt security ser type: adtpapach id: [protected] co: adt security ser entry class code: tel ach trace number: [protected].  

On 14 oct 2022, we paid  $40.47 ach adt security ser type: adtpapach id: [protected] co: adt security ser entry class code: ppd ach trace number: [protected]

First, adt representative told me that my payment was declined of $27.45.  ma'am, I have over-draft protection.  I went back and did some checking, and langley federal credit union assured me they did not return any payment for $27.45 from adt.  moreover, lfcu does not show this payment was ever received from adt.

Adt has charged me twice for this payment on the november bill.  I see an additional $8.00 fee on the adt statement that I have attached.  we paid for the equipment in full on 26 oct 2022.

Please correct this and send us a new bill immediately.  I have attached the statement for you to review. All good things must come to an end.  I don't know who owns adt now, but it used to be the best.  while dealing with adt, I was dealing with honesty, integrity, and, most importantly, a company that cared about its customers.  I don't particularly appreciate dealing with companies that try to stick it to their customers.  will you help me get this bill straight so I can move on?

Thank you, cassandra mcmillanvery unhappy customer.

Almost a month ago ADT/SafeHaven came into my home to set up a security system. However, they could not fully set up my account due to my internet not being compatible with the system. The tech took all equipment with him and did not install. They stated that my account would not be charged. However, a week later my account was charged and they never disconnected the account. I then talked with both companies because they were blaming the mishap on eachother. They stated they cancelled the account and will get a refund for the them taking money out of my account and it was never set up. I still have yet to receive that refund and ADT is now withdrawing a monthly service. Basically stealing from me!

Reference: ADT Customer Account #[protected], Job #[protected]

To Date: Job #[protected] $1,819.65

8 Payments of $50.55 = $404.40

4 Payments by Check

$218.55

348.35

398.90

449.45

$1,415.25

$ 404.40

1,415.25 Payments made by personal check

$1,819.65 Total Paid to Job #[protected]

As of October 8, 2022 Equipment Installation Job #[protected]

Amount Owed/Due: $-0.00

I have had numerous phone calls and wasted hours with ADT. On each phone contact I have not been able to receive simple and accurate account balance information from your billing department on the following:

1. Quarterly Monitoring Billing for Account #[protected] starting January 2022 to present

2. Equipment Installation Balance for Job #[protected] from February 15, 2022 to present

As of January 2022, the following has occurred within my account:

1. No one can correctly account for payments made to Account #[protected] and Job #[protected].

2. Billing cycle has been changed from “Quarterly Billing” to “3 Month Billing”.

3. Accounting activity within the account is “comingled, juggled and confusing” eliminating any opportunity to access any understandable accurate account balances.

4. Overcharge amounts have been made to Account #[protected] billing.

5. Payments made by check via U.S. Postal Service with directions specific for posting directly to Equipment Installation Job #[protected] are ignored.

What I have found with your website

1. Website has inaccurate and confusing data.

2. Accessing ADT website only serves ADT.

3. Website is built to dissuade customer inquiry.

Expected resolution to issues involving my account:

1. Return account billing to “Quarterly Billing”.

2. Simple answers to simple account activity with accurate balances.

3. Separate Quarterly Monitoring Charges from Equipment Installation and other Account Charges.

4. Show all billing, payments and credits chronologically in the correct “Quarterly Billing” cycle.

5. Changes to ADT website that will serve customer account inquires.

On Thursday October 27, 2022 / 10:53AM

Billing Department: Spoke to Lisa

1. She agreed that 8 payments of $50.55 for a total of $404.40 have been made to Equipment Installation Job #[protected]

2. Also she has read directly from ADT Ledger, she….like all others at ADT…. cannot correctly read payments made by personal check ($218.55, $348.35, $398.90, $449.45), designated with specific instruction to apply to Equipment Installation Job #[protected].

3. Lisa said she was transferring my call to Account Management. After the transfer, I was on hold in the que. A recorded message came on and said basically….”My call will not be taken”. The connection was cut.

After 22 years:

As of NOVEMBER 31, 2022, I have no choice but to TERMINATE ANY AND ALL SERVICE WITH ADT.

ADT ACCOUNT #[protected]

I purchased a Gas Station in FL, USA in Dec 2021 and got ADT Security System Installed on Dec 30, 2021.

Since January 18, 2022 I am continuously calling ADT that my cameras are showing out of focused images, videos stop recording at random and one camera at the back of store is still not installed. After holding on line for hours and hours, i keep getting transferred from one department to another.

Whenever I file a complaint, some gentleman shows up, listens very patiently to my problems, makes 5-7 phone calls, send 5/6 emails and leaves saying that concerned individual will be visiting next day.

Next day, instead of some other individual, I receive an invoice of $ 65.00 and a message that my complaint has been resolved.

I do not know what to do and whom to complain to?

There are several issues with ADT that I have not received any substantial help in reaching a solution. You call them and either never reach anyone or they give you lip service and no action. Yesterday, I attempted to reach them by phone. I was told my wait time was between 54 - 114 minutes. They called me after 3 hours. I was unavailable in a Bible study. Earlier in the day I was on a chat with SID who kept me hanging for close to an hour and never solved any issue. They disconnected my living room light and never explained why, except they could not get it to work properly - still have to pay for it. For the last couple of days my system has gone off for no reason. We rushed home from a nearby town, as we live 30 minutes away because of the alarm saying someone was trying to break into our home through a bedroom window. When we arrived home NO PROBLEM existed except a false alarm. This occurred a couple of more times that day. I tried to set the alarm after disarming and it went off while I was working with the system. Last night at about 12:30 the alarm went off and it said bedroom window issue. I was asleep under this window - NO PROBLEM, except with the system. I asked about upgrades and never received a reply. The list could go on forever.

We have an ADT security system install at our Camp in Auburn, Maine. Several years ago i.e. 2020, we were notified the chip needed to be exchanged to support 4G. Since the camp is not occupied year around we made an appointment for the service technicians to come out when we were in the State on vacations. Four technicians cam out on the service call, however; none had the parts to fix the the problem. We rescheduled the appoint for the following year and no service technician showed, after, calling a technician call ans said we were not home, that is correct because the ADT tech was in the wrong state our Home of record not ME. We rescheduled again; however they did not show during their allotted time. In 2022 we reschedule the visit on in Oct [protected] window and no one showed. ADT in Auburn, Maine has the worst service we have evert experienced, NEVER use this company in Maine.

I tried for 2 days to reach an account services person who I could speak to and verify our cancellation of this service which we had for 8 years. I was on the phone 4 different times: 1hr. 40mins., 40 mins., 47 mins. 45 mins. I finally reached someone and wanted verification of my cancelation and any kind of instructions regarding termination procedure. During one of the phone calls, I was instructed to send and email stating that I was cancelling and terminating the service which I did and with no response. I was given no other direction or instruction. At first it was the high cost of the service which prompted us to cancel, but now having experienced the horrible customer service, we are certain to never use ADT again on any of our properties.

We purchased ADT equipment approximately two years ago and had it installed at my daughters house who lives in the same town as we do. She has relocated to a different town so I requested the equipment to be moved to my house and we would maintain our account which is approximately $60 a month. The original purchase price of the equipment was $1000, I was told that they do not remove equipment from the original installation site that they would install different equipment at my house and charge me an additional $600. I was then told that the equipment would remain at the original site and new renters could choose to use it and start a new account with ADT. So basically I just lost $1000 of equipment. Also, I discovered today that the control panel has cell communication strictly for ADT installed so no other company can use the equipment

I cancelled services with adt security on May 6, 2022 I was advised by the representative there would be an early contract cancellation fee of $ 300 and something dollars. I discovered I was still being billed for services they have not been providing. I spoke to 4 different people today who have told me the person I spoke to on may the 6th never made nation on the account for closure therefore its my problem and they would not be correcting this issue.

I purchased my system four years ago and had problems with the alarm monitor. It had to be replaced a year ago because it was not installed properly. The part that go in the electric socket would get over heated. That effected the system. On 9/30/22 the alarm started beeping and would not stop . The low battery came on the screen. I called ADT and they tried to fix it for a whole week and was not able to fix the problem . The beeping stop for a while and it started again. ADT would keep me hanging on the phone for hours at a time. The claim they have to switch my call over to the repair service and I would be waiting over for repair over an hour. I pay my bill on time and in full to have such poor service. Twice I was given an appointment for repair and the next thing I know they never came. The tried to fix my alarm over the phone for two weeks and can't get it to work . I had to buy my battery for the alarm box and one for the outside alarm . Nothing seem to work. I Latino man at ADT who answered the phone told me I should had paid for a warranty. I was never told about a warranty. I sincerely hope my house don't get broken into.

My house alarm went off to day after them phoning 5 different registerd with them they never got through to anyone... They deceided to eventualy come to me about ann hour later111111111111111111111

previous incident my eectric fence went they phoned me about 20 minutes later going off i asked them to come at once topease check my garden this was about 8 ish on a ridy evening...

Their 'love letter ' was left on my gate at 3.30 next morning...

You are an avsolute pathetic company who just takes peoples money !

WE have had the service since 2020, It is constantly going down. We have to reset the camer's daily. they stay active maybe a few hours then go down. We have had there tech out a few times. Now they want to charge us for there system failing. Hold times are over an hour long. Terrible company dont use them take your business elsewhere. we filed several complaints November 30th 2021, January 5th 2022, April 2022 May 2022, August 5th 2022. All they did was send a tech rebooted the system. It always went down within a day or two. Hold times are so long sometimes you have things to do. Can't sit on hold for an hour. I was in the hospital November 2021 was not released from there care until May 2022 so I was concerned she was home alone.