ADT Security Services reviews and complaints 4
View all 607 complaintsADT Security Services - I called adt, to receive my visa gift that I haven't received yet.
I receive a flyer in the mail for adt system with a promotion of a gift card for $100.00 I got the system in 7/29/20. I have been calling adt, about my reward card I couldn't get the right person on the phone so I went online to see if I could get someone to answer my question. Finely I called adt today is 10/29/20 I talk to a gentleman and he checked in to it and told me that I did everything that I suppose to do and he said yes, you should get it soi need to he put me on hold to see who need to talk to and he said I need to call elite service to get my visa card and I did and the man on the phone told me that I had 60 days to do the survey so I said ok bye... Late
to day I was told that I had 90 days not 60's. I don't know what's going on but this is bad "Business"!
Provider No: 6722252 LIC:25310-SP-LV :Email:cs@defenderdirect.com
Ms. C Connor, order Nu: [protected] I sign up on 7/29/20. Email: [protected]@gmail.com...
ADT Security Services - home security system
First of all, On July 6, 2019 ADT technician took 9 hours to install the security system which was scheduled to be completed in 2 to 3 hours as emphasized and assured by ADT sales representative since the installation day was same day as our planned day to leave for vacation. Our driving trip was delayed 6-7hours. Second, ADT technician was not qualified (faces several problems, spends long time on the phone or keep trying to figure out a fix). I had to bring my volt meter and I managed to connect the power to the system after he wasted 1 ½ hours. Another major problem, he spent another 1 ½ hours fixing the front door buzzer/camera. He also had to replace several defective ADT equipment's right off the box. Fourth, door buzzer/camera did not work the following day on installation. I could not call for customer service since I was out of state and no one at home for the technician to fix the problem.
Finally, 10 days later July 16 after we came back from vacation. Second unqualified technician came and claim he fixed the buzzer by replacing the wrong bracket put by the installer. After midnight of that day, the whole family walkup frightened because the fixed buzzer was ringing continuously. Third unqualified technician again claimed he fixed the buzzer. A few hours later the buzzer started ringing continuously again. I had to remove it and now we do not even have a door bill in the house to know if someone at the door. I took the steps below in an effort to resolve the problem:
1. August 3, 2019 sent an email to on to the following email : ADTUK.customersolutions@tycoint.com
2. August 4, 2019 Called ADT customer service number and asked if they received my complain, found out that the complain sent to the wrong ADT customer solution email. I was given another email to send my complain to. cs@defenderdirect.com .
3. August 5, 2019 send the complaint to the email address given by customer support.
4. August 15, 2019 got a call from Defender billing department (Terry) and I explained that I have an outstanding complain that had not been resolved. She transferred me to customer service (Denise) after account verification and some explaining I was put on hold for more than 16 minutes. I had to hang up to be able to use my phone to get back to my work, but (Denise) did not call me back at all.
5. August 16, 2019 got a call from ADT (phil) he got my account information and he is going to look at my complain and call me back. No call back yet.
6. August 19, 2019 got a call from Defender billing department (did not catch her name) was very aggressive, raising her voice and threatening with contract obligation and hanged up on me.
7. August 22, 2019 called customer service 800-521-1734 talked to Torry explained the situation and informed her with my filed complained. She put me on hold for 20 minutes. Then Khyaer (account manager) after spending another 10 minutes with him. He did not give me a resolution to my problems with ADT except canceling the contract and pay the penalty for it. Like I did not have enough from the company. I had it with the company they don't care about the customer only one concern is money and no value to customer time and hardship caused by their service.
I expected qualified technician and higher level of service from ADT, I am quite disappointed. I wasted a lot of my valuable time and a lot of headache. Facing one problem after another from installation day on-ward instead of peace of mind and sense of security and trust in ADT technical expertise after 3 tries and validity of the equipment's that keeps failing.
Have not heard from the company till today and my home does not have at least its original door buzzer to know if someone at the door.
We had a system installed by ADT on October 10th 2020 and the person who installed it told us if we found anything wrong not to call ADT but to call him. Well we called him shortly after and told him that he installed some of the window alarms so we can not open our windows now and we asked him to please come by to fix this. He said he would when he was in our area within a couple of weeks. It is now a year later and we can not open these windows which is also a problem I guess if we had a fire and I will make then ADT responsible for. When I called ADT they told me if they send someone out I would have to pay for a service call which I will absolutely not do because this is their fault not mine and should have been fixed right away. They also told me they did not have anyone by the name Junior working there and on my contract it has his name as Junior Stery. So apparently there is someone by that name. Have his phone number also. He also told us we could only have this only on our phone to work our alarm system and after we signed everything we found out that we could have had the key chain which would have been much cheaper. If we don’t get this resolved soon we will contact our lawyer now.
ADT Security Services - two $50.00 gift certificates promised but not delivered.
When they told me it was a 3 yr payment obligation I said sorry, can't do that, then they promised me two $50. gift cards, Already earlier they promised me a $100. gift card to sign up & I asked if the two $50.00 cards were besides the $100. one & they affirmed that they were. I have called & finally got someone who said they would get them out but that has been over 2 months ago, now it has been 6 mos since they were promised (Feb 8, 2011) & still no $50. gift cards. I also had to pay over $6. to recieve the $100. gift card, something that was not mentioned in their promise. Also their remote control stopped working after a few weeks but their Cust. service recording has always been " extra high call voumn at this time" so I haven't been able to get anyone by phone. Thankyou, Stan Sims
ADT Security Services - refund
After numerous phone calls, threats and 40 days, I finally received a refund from ADT for a cancelled installation. They responded to a letter from the Better Business Bureau and a refund was issued almost immediately. I haven't received it, but at least they are now saying (for the first time) that it has been issued. If anyone else is having a problem with the "customer service" at Protect Your Home, try contacting the BBB of Central Indiana (Indianapolis, IN) 22 E. Washington St., Ste. 200 Indianapolis, IN [protected] Phone: [protected] Fax: [protected] Email: [protected]@indybbb.org Web: www.indybbb.org
Or, call the person from PYH/ADT who responded to the BBB: Amanda Hutchison, Escalation and Quality Analyst Administrator,
Defender Direct, INC (317.810.4720 ext. 336 Fax# 317.810.4723
Amanda.[protected]@defenderdirect.com
Good Luck! I will NEVER do any business with ADT or any of their affiliates again!
The complaint has been investigated and resolved to the customer’s satisfaction.
I had a similar terrible experience. They upsold me double the price becasue they said anything less would not work with my system and I may not get my installation fee back. That tunred out not to be true. To make matters worse, I was calling in for someone to get info and the hard hit my credit! I gave them no info other than my name and specifically told them I just wanted someone to come out to see what I needed, etc. AND twhen asked if they were ADT directand not an authorized dealer, the guy said yes! I guess my fault for not doing my homework. These guys lied the entire way around, they are deceitful and refused to help me when I called. They are NOT apart of the BBB, I guess for good reason. It is so sad that consumers have to research the hell out of the internet before trusting a business now days. Maybe the sense of entitlement this counrty has developed over the last several years has something to do with it... Just saying. DO NOT DO BUISNESS WITH THEM!
You are an idiot. Did you not listen to the Customer Care associate the first time you called in? It takes 1-2 to process and submit the refund; however, it can take up to 4 weeks. This all occurs AFTER you call to cancel your installation, but will take even longer if the system is already installed since it must removed before the refund can be issued.
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