ADT Security Services
reviews and complaints

They installed a system and still charging me after paid in full and never received my 100 gift card everyone at adt customer service has discriminated my disability and and have not resolved my problem I have now to dispute charges

We had an issue with our glass break in our home. We called ADT and they sent out a representative to review our alarm system. The lady who came out informed my husband and me that we had to upgrade to new equipment to be able to be compatible for the 3g to 4g switch. She let us know that our current system could not be used and we would need $1600 worth of new upgraded equipment to keep our system.

The ADT representatives came out to change out our "old" equipment to the new equipment. They asked my husband why we were changing out our equipment that all we needed was to change a chip in our current box to upgrade to 4g. They wondered why we were changing everything out when our current system was compatible.

Julee Vansant

In this current state we are in where, we are having to watch what we spend with not being able to work and earn income. To quote that we need $1600 worth of new equipment (which we were going to have to spread over payments) to only needing an upgrade is ridiculous.

We appreciate the workers who came today to let us know we only needed an upgrade and not $1600 worth of equipment. Please have the representatives who come out to evaluate the system to either know what they are talking about or not to push expensive equipment on customers

Once again she said we had to have the $1600 worth of new equipment to switch from 3g to 4g when all we had to have was a chip replaced.

I never received this $100 gift card, and even no rebate form. Made many many calls and every rep just told me different stories. Disappointed. And very no clear plan. After the installer came, then we knew our monthly payment.

Does anyone want to sue this company?

I was given an 5 hour window for a service appointment. I stayed home waiting for the entire 5 hours! I received an email at 3:03 pm stating that the technician was in route to my home. I waited and waited for almost 2 hours and I called to see why he hadn't showed up yet. The customer service rep indicated that she was calling the field manager to see where he was and give me an update.

As cell phones do, I ended up getting disconnected because the woman never called me back when she realized the call was dropped, which they have my number and she should have done! I had to call back and as always, I got a different person who proceeded to tell me that the technician was at my home and now I have an appointment for 2 days from Now! That is totally unacceptable! I wasted an entire day waiting for someone who NEVER CAME, and said they DID! And then I asked to speak with a supervisor and he told me that they do not connect calls to supervisors!

I'm cancelling this service with ADT and getting another service! They SUCK! It's like they didn't believe me when I said the Tech didn't show up and screw the fact that I wasted an entire day 12 to 5 and that doesn't matter!

For weeks we have been awakened, almost nightly, by an alarm, saying "sensor 9 front window failure". I called for service and was directed to change the battery. The alert went off gain a day after. I called for service, and a repairman showed up a week later. He replaced the sensor on the window. That night the alarm sounded again, and my wife could not sleep for four hours.
Continued calling today, was told emergency service would cost me $299 (I already pay $56/mo.)
I tried to cancel my service, but was hung up on.

I wanted a quote on expanding my current service. After a lengthy review of existing service I could not get a quote on a security camera to compliment existing service. So no additional bucks to you. blah blah blad blah blah blah blah (filling additional line to access response.

I am 82 and live on a fixed income. My health has declined and I could no longer live alone. I cannot live in a Nursing home (COVID), so I have moved in with a friend. ADTs policy is to not charge an early termination fee if I go into a nursing home. This is absurd and not consistent with any guidance coming from the CDC. I would like the $538 charged to my account removed.

Good Morning,

I currently have ADT security service at my home in Florida. I have had this service for 2 years. I have been extremely pleased with this service. So much so, I decided to use ADT for two homes I purchased in Indianapolis, IN. However, I decided to use "Blue by ADT" for these homes in effort to utilize the cost savings of not having a technician install this equipment. I placed my order on November 24th, and was charged the $82.08. This amount included an expedited shipping charge; which should speak to the urgency of my need.

Choosing "Blue by ADT" was a poor decision on my part, and has been the worst experience I have had with service connected to the ADT brand. ADT has been in the security business long enough to become a "household" recognizable name. Therefore, I expect proactive thinking when I enter into service agreements with ADT, and/or any service carrying this brand name.

I received my equipment on Nov. 28th knowing that the "Blue by ADT" is a DIY installation; It would seem obvious consumers may encounter errors installing the system. Why wouldn't the system come with extra adhesive, just in case, sensors have to be moved or adjusted? Instead, I had to call, be placed on hold to speak to an IT support representative; then request additional adhesive. Needing security is a matter of safety, and I was in urgent need. Therefore; I had to purchase additional adhesive in order to complete installation in a timely matter. If this was the only issue I encountered; I would have kept this service. Unfortunately, I was not the end of my nightmare.

Second; I was having trouble connecting the first camera. After general troubleshooting, including watching the provided installation videos; I decided to, once again, call the "Blue by ADT" support line. While on hold, the automated system gave me the option to leave my call-back number. This would allow me to keep my place in the call queue, and receive a call back once a reprsentative became available. Two hours later, I still had not received a call from the "Blue by ADT" support team. I decided to call back; this time I connected with someone almost immediately. What happened to my call back?

I spent over an hour troubleshooting with the first technician to get the camera working. The technician suggested the issue was the wifi speed. I called Spectrum, while the "Blue by ADT" technician was still on the line, and had my wifi package increased. Still, I was unable to get the camera to connect. As I stated previously, I was in dire need of a security system. I wanted to give troubleshooting another try; so the following day, again I called "Blue by ADT" support. The second technician followed the same troubleshooting process, and was unable to connect the camera to my account. The call was dropped before I could suggest sending out a replacement camera. I had to call back support. I reached a different technician. She had to follow all the same troubleshooting techniques tried the previous two calls. Then, when she was able to suggest mailing out a replacement. I was told I had to send the old one back, before I could receive a replacement camera. Did I mention I was in urgent dire need?

At this point, I was frustrated and wanted to cancel my order for both Indiana address. I was told I had to speak to an account representative. Since it was the weekend; I had to wait until Monday to speak to an account representative. On Monday, I connected with Will. Will explained he was a retention specialist. After performing the same troubleshooting techniques that failed the prior three attempts. I advised him I still wanted to cancel. He explained he would set the order that I had not received "return to sender." He sent me a return label for the order that was malfunctioning.

The next day, I called "Blue by ADT" to follow up on the canceling of my orders. Only to learn, Will had not "officially" canceled my orders. I asked to confirm the amount that would be refunded to my account. I was told that none of the shipping fees would be refunded. I can understand not being refunded for the order I had opened and attempted to install, but I'm not able to be refunded for an order I never even received? I am being told I have to petition the refund from the order I never received, and I will be losing the $40 shipping fee for the order I opened, but was unable to install due to malfunctioning equipment.

I cannont believe this is how ADT is allowing service to be conducted under thier brand name. It is my intention to file a complaint with the BBB if I cannot come to a better resolution. Also, If I am unable to come to a fair resolution, I will disconnect service for all three of my homes that have the traditional ADT service. I would prefer to not have to change security providers; however, I have higher expectations for the service I receive from ADT. I hope this forum can provide me with a solution.

Thank you,

Crystal Dotson

3+ hrs on phone w 7 reps trying to get 1 issue resolved. Different info given w each rep. My call on 11/18/20 was to fix a problem before rescind date. I was led to falsely believe sensor would be installed today so I did not rescind the contract. No appt was ever scheduled. ADT is bait & switch co. Quoted prices & products differed on install day

I called today to have ADT installed. I was transferred to a sales manager to give me the deal. Since I was transferring from another service and I told him I needed 19 sensors he told me that he would give me an open ended equipment amount so get all the equipment I needed for no charge. All I would need to pay was the install fee and nothing else.
I then spoke to someone who said I should call back and confirm my equipment credit and was told it was only $1251 and would end up paying for half of my sensors. The sales manger outright lied to just get ADT to come to my house. I am supposed to trust this company when they lie to me.
I tried to speak to another general manager but nobody would help.
Sales person was Michael and manager was Ryan
Ref Number 1057 8297 and call on 11/11/20 at about 4:54pm

This situation is very very — v e r y — unfair. Adt security system — got all my money on 8/30/2020 — and I have not had the service I n e e d — I could not care less about the credit they said they would give me — I want what adt have promised — and what as a disabled person I do need,

A r e l I a b l e security service
Adt is far from being reliable — adt is far from being secure

I regreat I did not make an extensive research before jumping into adt with both feet.

The alarm system and the 2 cameras were supposed to be installed 8/30/2020. The adt technician was working 8 hours the first day (friday october/30/2020 and the installation of the system and cameras was not completed, however he went home. The tech., said he would return the following wednesday, I did have another security system before this adt installation, I had previously seen other techs. Working with previous cameras and previous alarm system, for that reason it was clear to me that this tech. Did not have experience in this business.
I called adt and complained because this tech. Had left me without a security system which I had paid and I needed.
After my complaint, the tech. Returned to my house, — with another adt technician, the following tuesday instead wednesday, and — after a few hours working together — "they said the job was completed and working.

That same night — without any reason — the alam went off. — at 3.00 am — of course I was sleeping — and I got very scared when the alarm went off.

The alarm went off — a g a I n — wednesday and again thursday and finally another tec. Came on friday/6/2020 — this new tech., was more confident with his work. He said that he had done some adjustments, and the system was going to work better. — I don't recall if this new tech.,. Told me that, brian (the first tech., who had installed the system), was working for a sub contractor co, or, the techs., who I had talked on the telephone, but definitely, one of the techs, said that he was not from the corporate adt co. That piece of information, made me feel very upset, because I am a disabled person and I need this system very much. The cameras are very valuable to me.
After this new technician left, the system — without any reason — went off in the middle of the night again. — s e v e r a l t I m e s -
And s e v e r a l t I m e s — I did call a d t again, and again, — requesting — asking, begging and/or demanding — for an experienced technitian to fix the system I have in my house — so that I can speep.

The"experienced technician" ha s n o t c o m e — and I c o n t n u e w a I t I n g.

This situation is very very — v e r y — unfair. Adt got all my money on 8/30/2020 — and I have not had the service I n e e d — I could not care less about the credit they said they would give me — I want what adt have promised — and what — I — as a disabled person — I — do need,

A r e l I a b l e security service
Adt is far from being reliable — adt is far from being secure

I regreat I did not make an extensive research before jumping into adt with both feet.

On July 27, 2020, I had a smart thermostat installed by ADT technician. Everything seemed to be working fine until October 27, 2020 the temperature dropped here in San Antonio, Texas so I turned on the heater but it only blew cold air. I had an AC person come and check my unit and they said the wires were not correct with the smart thermostat or it was not configured properly. I contacted ADT requesting the same technician that installed but I am assuming he was not available so they sent someone else that did not know much about the equipment and was not able to solve the problem. I called another AC company to come check and was informed the same information about the wiring or configuration. The two AC companies would not touch the smart thermostat because they did not install it and did not want to mess with it. ADT sent out another technician that was not able to solve the problem either and I had him put up my original thermostat since my heater was working fine prior to installing the smart thermostat. My complaint is the technicians sent to my home did not know much about the product you all are selling and in turn has cost me money to try to fix what was working fine prior to installation.

Purchased a camera/home security package for ADT. The cameras did not work properly from day one and had three technicians come out to try and resolve the issue. It was not resolved so ADT agreed to remove cameras. I have not heard back from them for over two weeks and my salesman will not return my phone calls or text messages. Now they continue to charge me and want to charge me over 50.00 a month just to monitor the security system. I paid over 900.00 for the system and it does not work. I just want what I paid for or return my money.

I contacted ADT to transfer my services to a new address since I was moving. I established a service end date at the former address as I was still living there and would not be moving until about 45/60 days out. (1) To start my services were turned off almost a month prior to my move date so I had no protection at the home that I was currently living in. (2) Once I moved they came to my new address and stated that I would need some additional sensors which would be $40 each. My house was pre-wired for a security system so I don't see why I needed them but I went ahead and went with it. So it was an additional $200 for 5 window sensors. (3) The bill at the old address was $39 a month and I was told the new address would be $48 due to me adding a doorbell camera. Fine, I went with that as well. (4) The technician did not install ADT light bulbs from the old address because he said he did not see it listed on the ticket. He told me to contact ADT to speak with a technician to get that added. I called ADT and after speaking with 4 people I was finally transferred to someone whom added the light bulbs to my current account. He stated that although he added them to the account he could not add it to my app for me to control the bulbs. I would need to speak with a different department to have it added for my control. (5) While speaking with that department I was told that it would be an additional $11 dollars per month to add it. We are now at $59 a month. Now I am being nickled and dimed for transferring my services to a new address after paying for new equipment. In addition to the number of reasons listed, my issue is that I specifically asked about the light bulbs when I called to transfer the service. I was told that I would be able to transfer them to the new address and that since I had already paid for them it would be as simple as the technician resetting and installing them. Now I am being told that it takes me to another level of service and I would have to pay an additional $11. I was already at that level of service because I had them at the old address; furthermore, I was told it went up $9 because I was moving to a higher level of service that included the video doorbell so now I am being asked to pay and additional $11 for going back to the original level of service. This is ridiculous and I refuse to be used.

I'm requesting a full refund of an over-payment of services during 3/2020 - 8/2020 on acct #[protected]. I've contacted ADT personnel at least 6 times concerning this matter. And despite numerous assurances from ADT personnel that I'm entitled to a full refund and/or that a check was on its way to me, only a partial refund has been received.

Listed below is a recap of what has taken place since March 2020.
1. On March 23rd, ADT did a major overall of our system and at that time the account was under my wife's name: Debra Harrison.
2. During the upgrade, a new acct was created under my name and the old acct should've been closed out. This didn't happen.
3. On June 1st we were invoiced $186.30 under the old acct. This was mistakenly paid, while payments for the same service were made to the new acct via credit card. .
4. In June I realized my error, contacted ADT, requested the old acct be closed retroactively to March 23rd plus requested the June $186.30 payment be refunded. I was told that this would be done.
5. In early July, my wife received a check for $74.52. ADT never explanation the basis of this check.
6. I contacted ADT in July & August to get an update only to learn my request had been denied as no additional credit was listed on the acct.
7. On September 4th, I contacted ADT again and was told a check for $298.00 was sent and I should receive it in 10 days and I'm still waiting.
8. I sent ADT a letter on 09/28/2020 to which I've gotten no response

I have been recently moving into a new mobile home and I can not hook up my alarm because my mobile home is being remodeled in the mean time they are still billing me since August 2020. and I have not used the system just got a rude call from someone that is threatening if I don't pay the bill I think ADT sucks and I will never recommend them and the reason why I'm writing this complaint because of the threat that they are going to turn my account over to collections which is not fair when I'm not even using the service. I would like something done about this because they are rude and not able to help.

Hasn't worked properly 3 days in a row since installed. Rude lying customer service. Unethical practices wanting to charge me for visits even though I pay a mthly maintenance fee. Todays call w Brittany was a disaster. She told me her supervisor would not speak to me because I was delinquent on my bill. Then I requested to speak to her supervisors supervisor then her supervisor Ted decided to get on the phone and he came in hotttttt. Very poor service my contract will not be renewed nor will they get referrals.