ADT Security Services

Based on the ADT ads I selected ADT home security service and signed a contract with them a few months ago. They provided me with a six-month money back guarantee in case I am not happy with their system and services. Unfortunately, the services they are providing me are not at all per what I was told. Every time I was trying to call them, I wasted a bunch of time waiting over the phone with their poor customer service support to connect me with the right person. I had four ADT technicians at my house after to solve the issues with no results. I have called them several times with the first call just on the 2nd day of the signed contract and within the last one during Aug I asked them to cancel my contract and pay me back what I have paid them since the beginning date. Last time during month of Aug I talked to one of the ADT account managers, I explained her that I am not happy with this system and services at all and insisted her to cancel my contract with money back, but she promised me to solve all the issues such as poor-quality cameras with replacing them with google cameras, doorbell battery which is not keeping the charges as I was told for 3-4 months with connecting it to the power, replacing the 7" google hub with 10" one, fixing/adjusting the program enabling to shot the window and door sensors alerts off while we are living inside the house with their horrible sound system when we go in/out all in one schedule appointment. Unfortunately, I never received a phone call from their service department for scheduling to do all the explained issues at once.

I am not interested any more to continue with ADT and have this horrible system at my house and I want to cancel the contract with my money back because of the followings:

1- I am within the 6 months period of the money back guarantee they provided to me, and I am not satisfied at all with the system they have sold to me.

2- They scheduled and sent four technicians to my house, but they could not replace the cameras with better quality cameras and solve the other technical issues.

3- I have spent a bunch of time being over the phone waiting a long time to talk to them, staying almost half a day to a full day to have their one-time technician with no final outcome/result each time.

4- Their very poor-quality products and customer service.

ADT is trying to take and kill the time to have this six-month money back guarantee period over and after that I have to continue with keeping this horrible system and poor customer service for almost 5 years to pay them!

ADT uses the money back guarantee just to trick the customers and get their signature on and put them into an agreement for a long time. This is only their marketing philosophy with providing such poor and horrible customer service.

I am not suggesting any customers to trust and use this service from the ADT as they are not trustable.

We purchased an upscale D R Horton home in Halifax Plantation, Ormond Beach, Florida. The home was advertised as having integrate security with ADT security products which include ADT Smartswitch that allow you to voice activate a switch on or off, or alternatively schedule the switch to turn on or off. In the home we purchased these switches DO NOT function in all locations as promised by both D R Horton and ADT Security Systems. We purchased two such switches to allow us to schedule external lighting on the garage and front porch to be activated at night. The ADT installer could not get the switches to function in these locations after we had purchased them. We settled with installing the switches in alternate locations temporarily. Since purchasing and installing the switches 3 ADT service representatives have been sent to the home to resolve the issue only to state that the problem is in the home wiring with one claiming the switch boxes are not properly grounded. A electrician from D R Horton was also sent to the home and he claimed the house is properly wired and the boxes properly grounded.

I am Abraham Rossell, the account is 72 Crazy Cross Rd. Wimberley, Tx. 78676.

Background information and Issue:

ADT debited my bank account after instructed not to. I consider this a criminal and unethical practice.

We understood that the account was for 3 years, plus before I moved, I called ADT and was instructed to leave the equipment at the residence, ADT did not want the equipment.

On 25 SEP 2022, My wife and I called ADT to cancel the service. We spoke with Margret who told us the account was cancelled. We also instructed her to ensure that ADT was no longer authorized to debit our credit card or bank accounts. Since we had it on autopay.

On 28 SEP 2022, I was informed by my wife our bank had identify pre authorization debit by ADT, I spent 2 hours on hold, waiting to talk someone. I was not able to resolve my situation. My wife called our bank and instructed them to not allow ADT to debit our account.

On 29 SEP 2022, I called ADT and briefed them on the situation, I was told that ADT could not stop debiting my bank account. That did not make sense. I talked to cancelations, billing and finally talked to someone that stated that the debit would be refunded.

He also stated that we would receive an email and hardcopy statement.

I am still very disappointed because our balance could not be dissolved, given the stress and endless misinformation provided by multiple ADT representatives.

ADT overstep their legal authorization when they debited my account.

Please assist and make this right. We have been loyal ADT customers, but now feel betrayed by ADT unethical practices.

I had an account with ADT. I had complained on several occasions so I finally told them I wasn't satisfied and I wanted to cancel my account. I have only been with ADT for four to five months so the customer service lady told me I would have to talk to their local ADT here in Alabama where I live and they said this would take about four to six days for someone to call me back. I waited patiently for over a week and I then call them back and I was given another excuse and I waited another two weeks and I told them no one from ADT here in Alabama has called me back. I was then asked a series of questions and they apologized and tried to get me not to cancelled but I was adamant about canceling I was very disappointed with my service. I was told I would have to pay 2500 to cancel and then this week I received a bill for 3479.01 and to top that off my bank told me they attempted to take over 800 out of my checking account not once but over three times this week.

Ref: Cancel my ADT service.

I called ADT on 9/16/22 to cancel my service and after an hour waiting on the phone, the customer rep transferred me to the cancellation department. Immediately after the call transferred, my phone get disconnected.

Called back and another 45' waiting. Get a hold with someone after verified the account, get transfer again to another department.. waiting again and again. Long story short, after 3 hours waiting online with transfer back and forth... get hung up.

I ended up without getting my cancellation done for the day.

This is the worst customer service I ever received. Who is looking for the home security, PLEASE DO NOT USE ADT.. Use RING instead, with a great customer service and price is way cheaper.

I have enrolled for smart home service with Telus after conversation with door to door sales person from Telus with name Navshikha in Brampton, Ontario.

This sales person committed services for 2 years of term with $37 pm including tax with two different discounts $15 for promotion and $10 multiproduct discount.

While I contacted Telus after a month and 2 days, I learned that, my contract is for 5 years for way more value than committed.

How can I handle this issue - If I can would like to cancel services from Telus.

Account # [protected]

On 9 Sep 2022, We received a call from the ADT installer, who told us that the ADT Area manager would call us. That has not happened.

Had security cameras installed on 20 Aug 2022? I just spoke with an ADT rep, and he told me that the night vision on these cameras only reached 16 feet.

We were told by the ADT installer that the cameras were installed wrong and needed to be fixed.

I placed the order for these cameras, and I was asked for the square footage of my home. These cameras do not support the night vision for what we thought and were told we were getting. Will you replace these cameras with better night vision cameras? The cameras in the daytime are great.

I did not expect these issues with this purchase. Please come out and fix these cameras. This is a ten request; last, please send me a contract copy. I checked my email, and I cannot open the signed document.

Lastly, ADT, you sent someone to my house that did not know what they were doing. That is poor customer service. Please let me know what you plan to do.

I am a 31 year customer of ADT. I bought their cameras. A year ago and I’ve had nothing but problems. They’ve come out five times and they still don’t work. I either want my money back or than to put in better cameras now that they’re working with Google. Hello was a picture from their camera at night. I have called them with no luck on fixing issue. He would rather lose a 31 year customer than doing right by them

The web site does work, come up wong url. Tried diffrent browsers. No resolve,

The phone system is a maze that leads toan extended hold.

I have tried for months to resolve;ve the issue can't a rep on the phone.

Just perement hold.

Adt just cares about billing you. No rep, jut records over and over.

I am looking to another company, obviously adt doesn't want my business.

On a regular basis I receive daily, multiple spam dumps from ADT security. Whenever I have complained to the sender and/or report to Microsoft it only gets worse. I have asked your company on many occasions to help put a stop to this but you have never bothered to reply as a simple courtesy. It's clear you pay the company that is dumping, multiple times daily, all of your advertising because they don't do this just to pass the time. Your refusal to even bother to answer any of the many emails pleading for help about this I believe clearly demonstrates your complicity and that the evidence provided to the FCC will prove you didn't want the spam dumps to stop

Here are those details generally:

- We canceled our ADT account via phone call last August 2021

- We continued getting charges on our ADT billing account and credit card for multiple months

- My wife and I reached out on multiple occasions to ask ADT to stop charging the account as we had canceled, and my wife spoke with someone in early 2022 and they agreed to refund going back to Sept of 2021.

- My wife was hung up on my one of the account management managers after stating that our account was cancelled and we were promised reimbursement (she spoke with someone who offered reimbursement previously) - while she was dealing with COVID by the way

- I followed up in August 2022 (after these multiple interactions) and was promised that the account was cancelled and I would be receiving a check via mail for back payment going back to Sept 2021

- I have now earlier today received notice that our account has been referred to a collections agency. I, then, with concern regarding my personal credit, have called the collections agency (1 call), and talked to 4 different people at ADT (collections, customer service, then account management, then another account management number), and I have been on hold for 1.5 hours just today.

It's also worth noting that during each of the outreach attempts on our end:

- We sat on hold for anywhere between 30 minutes and 1.5 hours (each call)

- We're transferred more than one time (for example in today's call, here were the different touchpoints in my call with ADT:

1. Called Collections after they left a voicemail (actually answered within 5 minutes

2. They told me there was nothing they could do and I would have to call the collections agency and dispute it so I did. They said I needed proof that the ADT charges were incorrect

3. I called Collections at ADT and they saw the notes that we cancelled the account in Sept of 2021 and also the notes from the recent calls detailing that we had cancelled the account and were due a check for back payment dating back to Sept 2021, and then they transferred me to "Account Management"

4. I waited 30 minutes for account management on the phone and then when someone answered, they said they had to also transfer me to Account Management (not sure if this was a different account management or not)

5. I then waited another 30 minutes to talk to an account manager (Tina)...Tina and I then proceeded to sit on the line together for another 30 minutes as she chatted with her manager asking what she could do...and the manager agreed to waive an outstanding balance for 271 dollars (the months below written off) on my account. And pull back the account from collections. This is not what was agreed upon with the last account management person I spoke with in August 5 (Jean I believe). I also asked Tina to transfer me to her "assist line" to elevate the call to get a confirmation letter sent that this was being pulled back from collections and also to get a refund for the charges from Sept 2021 - March 2022...she said she would transfer me and stay on the line...I sat on the line for 10 minutes and then it was transferred to a random voicemail asking for my information and then hung up.

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.