ADT Security Services review: Deceptive, manipuative customer agents, indifferent mangers ( 1 comment)

When my 81yr old sister-in-law passed on 11/3/2025, I called to cancel her ADT home security service. She had been a customer for over 20 years. The agent (Kristy, Christy?) who I believe was with the billing dept, was very smooth and personable, expressing condolences throughout the conversation while twice offering to reduce the monthly rates. I clearly stated several times that I wanted the account to be cancelled. After my last refusal to continue services, she offered a free month of service for Dec2025 since my sister-in-law had been such a long time client. I understood from her that the account was being cancelled, the system would remain active until the end of the month, and there would be no further charges.

On 12/19/2025 ADT sent a bill for the Jan2026 service period. I called and spoke with an exceptionally helpful agent named Kevin who informed me that the system was not cancelled since I accepted the free month, despite being explicitly told it was by Kristy. I learned at this time that my sister-in-law had 3 ADT systems that she had been paying for, and Kristy only cancelled two of them, keeping the third active and issuing a credit on it for Dec (the free month). Since it was not cancelled it actively billed for Jan2026 services.

Although Kevin was very helpful trying to resolve the issue, his manager wanted the final billed amount. I had him close the account and submit a dispute on the last payment. He informed me that I had to write a letter to 'customer concerns' to lodge a complaint.

To summarize, my 80yr sister-in-law lived alone and was very concerned about her personal security. She had been an ADT customer for over 20 years, and somehow accumulated three active systems with them for her home. When she passed and I called to cancel the service, I was not informed that there were three systems. The agent Kristy feigned sincerity at our loss, attempted to sell a reduced fee service twice in my conversation with her despite my repeating that I wanted the account cancelled, then offered a misleading "free month since she was such a long time customer" without telling me that one of the systems was, in fact, not cancelled. I was not aware of this until I received an ADT bill for Jan2026.

When informed of the situation and misleading actions of the agent, the billing dept didn't care and just wanted the month's service fee.

Want to improve it? In this case, write off this monthly service charge. It was a deceptive and fraudulant manipulation of a customer in good standing using the company's systems and policies. Discipline Kristy, the agent involved, and address the corporate culture and policies that promote insincerity and indifference to customers.