ADT Security Services
reviews and complaints

If you see an advertisement from ADT that's states receive a $100 gift card with installation, DONT DO IT! My equipment got installed June 2019, they said wait 6-8 weeks for the gift card, it's the end of September, so the math ADT! A pure scam worthy of an attorney reviewing the contract and it's generic language. Aside from their false advertisement, the worst customer service.

I wish I could leave zero or negative 5 for this company. Of all the companies I have dealt with, this one is absolutely the worst. They lead you in with a great deal then upsell you. But their customer service is indescribably bad.

I was told, l when I first called to discuss my security needs, that my size home and number of necessary sensors would easily be covered by their advertised offer. Once the tech got here it turned out that we needed double the number of sensors, and the monthly cost also nearly doubled.

I was ready for that. I have had security systems before and knew they were blowing smoke at the first convo. Nevertheless, I thought ADT was reputable company and agreed to have the "recommended" number of sensors and services installed (and a 3-year contract to get all the "discounts."

The installation went well and the system appeared to function well - that is not the issue. It is what happened after the install - I had a couple of questions about the programming and how to modify some settings. What happened trying to contact them is a horror story.

First of all, their monitoring service is a company called Defender. You don't know that until want to talk to someone.

A couple of days later I called to discuss some changes in the programming. It was the Labor Day weekend and I got the usual we only work from 9-5 message. So I called on the first business day and was on hold, and on hold, and on hold - at one point I hung up after 45 minutes! As well, during this game, was transferred around a few time but never to the right department. Gave up. Told my Fiancé who said she would call and ask. She came home from work, boiling at Defender - pretty much experienced the same issues I did.

Cancelled the service (per the 3-day right to rescind contract law). Sent the paperwork and had several convos with Defender to come and get the equipment. Same story, terminal hold, no calls back, no idea of when they could come out to remove the equipment.

Somewhere during this fiasco, I did find a corporate tele for ADT and got customer "no-service" (same ridiculous hold times). Representative did nothing so I asked to bump up the chain. She connected me to a "customer lead" at ADT. All he ever did was apologize for the problems I was having. Never did he make ANY attempt to remedy the situation. When I asked to talk to his manager, he said "our managers do not talk to customers" - yes, those EXACT words).

So, have had several convos over the last few days trying to get them to come out and pull the system. Was told that they would call me day after day to get the equipment. Several days later, no calls, no idea if or when they want to come out. I am going to rip out the equipment tomorrow AM, once the new alarm company finished installing their system.

If you purchase an ADT system after this, you deserve what you get - you have been warned.

This is my first written complaint but not my first complaint to ADT. I had a system installed May 2, 2018 that the installer (Advanced Home Connect in Palm Desert above) that the installer knew would not work in my home because of certain electrical and other issues. When I tried to cancel within the first 60 days and return the equipment he refused and took me to small claims court. He told the court I refused to let him in to fix anything, even though there was nothing to fix, and the court believed him. I am now filing an appeal. I have loads of documentation and ADT has been very kind and cooperative but this installer does NOT follow the rules at all. HELP!

ADT is the worst profesional company I have ever partner with, they advertize promotion that they do not fullfil, their intention is to to trap you in to their contract. I am only with them for 6 days my security system only work for two of the six days so far, because of their unprofesional installment and horrible customer service I ask to concil their service but they want me to pay 75% of a 36 months contract they trap me in, which would be 27 months of my monthly bills, even thou they only provide 2 days of service so far. I attach an picture of the mess their technician leaves my security panel box that they refuse to fix.

Absolutely livid. At no point in the three years that we've had ADT, or when we had our installation, did they ONCE let us know a permit was needed for them to be able to dispatch police. Fast forward to a few weeks ago when were out of of the country and our alarm was triggered. ADT called and informed us our alarm had been triggered and they would call the police, only to immediately call back and say they could do nothing, half-way apologized, then hung up. Thankfully it was a false triggered by a UPS driver, but I had to wonder in THREE YEARS, what if someone had broke in the house while we were home? We'd be dead while the ADT tech twiddled here thumbs on the phone. What's more insulting is that when I called the office upon arriving back in the states, their solution was to offer me a 1 month credit? After 3 years of neglect!

I'd imagine since they clearly don't advise customers about what they need to do to register with the city and clearly don't follow up that I'm not the only person in this situation, and I'm of strong mind, in addition to reporting to BBB, to take out a full-page Ad in the Observer making their other customers aware that they are being taken for fools. And apparently it's not a unique situation, here is another instance:

http://blog.frontpointsecurity.com/alarm-system-worked-but-adt-failed-to-dispatch-police-until-too-late/

I made a payment of $105.98 on July 19, 2019, which cleared my bank on July 26, 2019. They are harrassing me and trying to make me make this payment again. Defenders has called me and was extremely rude to me. At one time a young lady named Kayla called me and said the payment has been cleared and I do not owe any money. That was on August 13, 2019. I have had several calls since then. I had two calls yesterday regarding this money. I think they posted this money to another account and now they can't find it.
I had two accounts with ADT. One account was at 2031 Red Oak Road in Nashville, N. C. 27856, account # [protected]. This account was set on January 13, 2019. then I moved to 100 Woodlief Drive, Nashville, N. C. 27856 on April 28, 2019, and the system was moved to the new address. That account # is [protected].
I lost my credit card and had to cancel the number. I gave my new number to Kayla on August 13, 2019, so they could draft my account for the monthly charge. Now I am not sure I should have done that.
I live at 100 Woodlief Drive in Nashville, N. C. 27856, and my phone number is [protected]. I am 75 years old and recently widowed after 50 years of marriage to a fine man.. I have no extra money and I do not need this kind of harrassement.
They have ask me for a copy on my bank statement for proof but I refused to send it. I will get proof from my bank tomorrow but I don't know where to send it.
Please help me.

Security system is useless. Recently installed, people are entering my house at will - overriding the security system. Items are moved or missing. Any chance of canceling the 3 year contract? I would like to try another company.

Yes, someone is overriding the system and entering my house. I have given no one any information to use the security code (which I have changed twice)

Alfred Kelley
53 Winterroth St
Rochester, NY 14609

[protected]@aol.com

I contacted ADT on 7/24/19 to schedule the installation for smoke detectors and extend my alarm services. I was on the phone almost 2 hours but was given an appointment date of August 9, 2019 which I scheduled as a vacation day to be available for an appointment which took 16 days. I asked for an earlier appointment but was told there was none available because ADT had limited contract staff to perform the job.
I agreed to the installation and received no contact from ADT prior to 12:47 pm on August 8th. I was in meetings and retrieved the message around 4pm and was informed my appointment was cancelled because I failed to respond. When reviewing the voicemail, the caller never indicated I had to call back within a certain time frame to maintain my appointment.
I called customer service to complain that I felt this was unfair since I had waited so long for the appointment and was in a meeting at the time someone called. I never received a text message or email about the appointment. The next available appointment was August 27th. I asked to speak to a manager several times and was transferred to the cancellation section.
When I explained the dilemma to the representative named Kevin, he spent over 30 minutes with me on the phone trying to get me an earlier appointment and was unsuccessful. He was the ONLY person concerned about losing my account which I have had for over 6 years. I was on the phone for a total excessive of an hour.
I requested to be refunded for the amount I prepaid.
The customer service at ADT is unacceptable since ADT obviously does not have enough staff to service its clients without waiting for several weeks. I never realized I did have smoke or emergency services until a small emergency incident occurred at my home and EMS never showed up. I moved into a brand new home in 2013 and couldn't believe it wasn't included in my monthly service, I almost died but EMS did arrive.
Other than Kevin the ADT reps acted as if they could care less about their clients. They don't value our time on the phone and just transfer you around, not to mention I lost an unnecessary vacation day. Comcast has offered to be on site within 2 days.
I will be closing my account in the near future but wanted management to know how poorly the company is being managed.

I have had 4-6 new units in my home. They seem to go off in the middle of the night and its a constant beep, beep, beep, beep, and the keypad indicates Com Fault - I have had the system 11 months and it has done this every month. I do not like being woken up thinking someone is breaking in only to have the system failing and then I have to take apart the system to remove the batteries so it stops.

They want $424 to cancel a service that doesn't work properly. They should pay me for frustration, lack of sleep, lack of service working, and my sanity being tested.

I had them years ago and the little wall system worked fine. Not sure why they had to change something that worked to something that does not.

The billing from ADT is Horrible . ( ADT collected 2 months fees after service ended.)Over billing & errors after contract up is almost impossible to get your money back. ADT Reps attempted alot of excuses to not correct & refund money...Including blaming me for not calling or it's a cancellation fee being charged, etc..
So since I had proof of all excuses not true..I was promised call back because Rep said "Can't help me" ..ADT never called back. ADT collected May Service $42 that ended in April. Also prorated the same $42 May service and collected $27 in April.Then had the nerve to collect $18 left over from same already $42 prorated May service.
ADT billing just debits bank accounts whenever a balance is showing no matter if correct or not, even if aware by consumer. I was ignored after over 5 calls. No reason for not contacting me back or correcting on first call.How many other accounts need to be reviewed?
Money being collected for no service is wrong and handling of accounts is most unprofessional. Never recommend in future.

Just relentless in pursuing our business. We just moved into a home. People keep showing up, pounding on the front door, ringing the doorbell, leaving trash behind, hanging out in their cars long afterward (I guess they know we're just ignoring the doorbell). At some point, they must only want to harass people to make them feel they need this service.

I had 3 cameras installed and I didn't like they, they were really blurry and couldn't even see anyone's face or what's laying in a ground. I called ADT to remove them and they were fine with it. They sent a tech to remove them and said you will be refunded.
They never refunded the money, I called them 5 times and their answer is "So sorry to hear that we will take care of this right away". Which they do and next day the balance comes right back on. Is this some kind of joke? I did this about 5 times. Also every time I called they also mention that the local adt manager never responded to their request on if he had send a tech to remove cameras and see if he has the cameras. This is 7th time calling adt and they said same thing again that the local manager never responded to them. The guy is Luke Trapp
District Manager, ADT Security Services
ltrapp@adt.com
256.424.5643.

I just got off the phone with ADT once again. This time it took over 1 hour and 15 minutes. I got the system to primarily record the people that unlock the office to come in. I have several people that come in an out of the business, and need that information for security reason. I activated the service, about 2 ½ years ago, because a former BNI member was selling it and recommended it. The previous business owner already had the ADT service equipment in the business, so mostly only needed to be activated.
For some reason or the other the security system stops communicating to ADT and fails to record the alarm arming and disarming into the history log. I had to reset the system several times. By the time ADT send me an email to test the system, it has stop recording history for a while. This last time, before today, a technician came out to get it working, and today, I had to have it reset. I'm so tired of all the time I have wasted, including today, that I final requested to depart from this service.
I was told that I needed to have a technician back out to check the system. I said that I was tired and unhappy with this service, that it was not doing what I was promised it would, that I wanted to just cancel the service. I was told that I would have to pay to get out of the service. I don't feel it is fair to have to pay to get out since the service has not been delivered as promised basically since the beginning.
After several transfers, and request to get to a manager I finally spoke to Tressie (a manager). A this point I'm extremely frustrated to be on the phone this long, to resolve this situation. Once again, I explain my situation to Tressie, that told me that there would be no way out of this contract without paying a fine.
I don't believe I should be locked into a contract that I'm totally unsatisfied with the service. The system is not communicating with ADT more often that it is since I had the service. In reality, I feel that I should be asking for a complete refund, and I simply just want out at this time. What do I need to do to get out of this service? I feel that I was scammed into signing into a 3-year contract. I would not recommend ADT to any of my personal, or business friends simply because of it. I really don't want to waist any more of my time by escalating this matter. Can you please help me?

Jorge Goncalves
act# [protected]

I will never again give a positive review to ADT. I had my front door replaced and the sensor device hasn't been seen since. I called to have the situation corrected.
OMGGGosh. $101+ for the 1st 30 mins and $25+ for each 15 min increment after that. I wish I made that kind of money. I'm totally disgusted and will not renew my contract. Although legal you should be ashamed of yourselves.

This company has a classic bait and switch business model. When we called ADT to have a system installed they sent their authorized representative Defenders to install our system.
We wanted to protect two homes and an outbuilding on the same property. We were originally told that this would require two systems with a separate panel for both houses. The outbuilding was to be part of one house's system. After 4 days (not exaggerating) it was determined that the outbuilding was too far from either house and so it needed its own system for protection. We agreed to the additional cost and the third panel was installed.
From the first conversation when we scheduled the installation we were assured my account would be consolidated for billing purposes regardless of the number of physical locations on my property or the number of addresses covered under the account. I also was assured that a manual billing was possible and the only thing they would hit my charge account for was the original installation.
I will spare you the details of the initial billing issues that took months to straighten out but it suffices to say that if you start out with a list of equipment that doesn't work and you move it to another "location/panel", don't expect them to be able to charge one location and credit the other. They have the charges down pat - the credits not so much.
But back to the current issue, for some reason they seem totally incapable of combining the systems like they told me they could do. As a warning to any business out doing research - if you have multiple physical locations you too will have this problem.
They charged my credit card (unauthorized) $58.99 on May 10th that is not reflected on anywhere on my account. The description says "ADT-Protect your home". I have talked to them about this and received assurances they would investigate and either tell me why I owed it or they would credit my account. I have heard nothing from them and today I found and additional charge (unauthorized) of $58.99 on June 10th that is also not reflected in my account. I called them again today and they are again supposed to call me back since they cannot see any charges to my card on their system. Also, the May 10th is definitely a duplicate billing and I can only assume that given a couple of days I will receive another charge for $58.99 elsewhere on this same location.
The accounting is a mess and last week I received notification that one location was going to stay with Defenders as my provider while the other locations are transferring to ADT. Exactly how do they intend to accomplish that if it's actually one account? And exactly why is ADT not accepting one of the locations? Is it because I have complained?
My husband and I are both in our seventies and I am beginning to believe that their lack of responsiveness is indeed a reflection of what they can get away with seniors as their clients. I wonder how many other seniors have similar complaints about ADT. I doubt that I am the only one.
We had ADT years ago for our security provider but this is not the same company. I am thoroughly disgusted with this company and their sales practices.

I have contacted ADT multiple times with no return calls or emails about their products never working. They have given me excuses about the servers being down and to check back later. The cameras never work unless they are right next to the main controller receiver and the pulse light switch is a joke. Always gives me a error message on the app. Worthless company with selling your worthless products.

I have had my ADT security system for about 4 years; a lot of problems with my camera. But I was going to keep them when I moved, so I signed up for new install. The Rep lied to me, saying I could call the loyalty department and get my monthly payment reduced; loyalty department would not lower my payment. I called back and canceled and canceled the service at my current address, later to find out I have a contract at my current location until January 2020. Now ADT will not cancel that contract, unless I keep their service at my new location, which they will throw me in a longer contract of three years! They expect me to pay the monthly fee until January 2020, even though I am moving next week! That is ludicrous! ADT do not have integrity as a company; they are greedy and don't care if a customer is at the location, they want to be paid! They are a bunch of crooks! What is they monitoring an empty house for; even worse, they want to get paid for doing nothing! Crooks! I will never do business with them again, they need to be shut down For swindling people out of their money and if you don't pay, they put your account in collections and destroy your credit; crooks!

I called and canceled with ADT in July of 2018, before my July payment was due. They told me that I would have to pay for an additional month before my service would stop. My thoughts were they should cancel upon request, but was informed otherwise. So I made another payment for August, even thow I had relocated from Las Vegas to Minnesota. They kept on billing me for the Las Vegas residence, I repeatly called and informed them that I canceled and they would say, your account is past due, would you like to make a payment. I asked for them to please get this worked out. They continued to charge me for 8 months until they put my account into collections. I got emails up until 2 weeks ago, telling me my system is responding and working properly. That's not possible, I had my land line disconnected when I moved out August 1st.. I was never late on a payment and enjoyed the security that ADT offered my family. After 10 years with ADT and this is how they treat you. I just can't understand how they can get away with this type of illegal practices. I will have my day in court. Sincerely Dale