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1.6 612 Reviews

ADT Security Services Complaints Summary

90 Resolved
517 Unresolved
Our verdict: With ADT Security Services's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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ADT Security Services reviews & complaints 612

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5:39 pm EDT
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ADT Security Services cancelling charges

I cancelled my ADT plus residencial which is a assurance, they gave me a cancellation number, after 2 months they staill charging me for that assurance.

I call them again and give me another cancellation number.

why I need to call several times in order to reduce my bill, I know that everybody is involved in this crisis, this is a very bad practice.

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2:55 pm EST
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ADT Security Services various procedural and policy breaches, zero customer service, zero accountability

Our ADT "experience" was a comedy of errors...until it became, not so funny.

We moved into a house in October which had an extensive ADT system pre-installed. We contacted them, they sent out a sales guy, and we signed our contract...a 3 year deal with only 2 years enforced (and duly noted on the contract). Jim, our sales guy left us a copy of our contract and went on his merry way. A few days later, the installer came out to activate the system, replace batteries and make sure everything was working. Again, no issues.

So then it started. On January 20th, we received a letter from the postal service noting that a piece of mail had been found which had been opened. It was an original copy of our contract with our full address, all phone numbers, my credit card number, expiration date, signature, all information about our alarm set up AND the emergency password code...all in the clear for anyone's prying eyes to see.

Then the saga continued. My wife immediately contacted ADT and informed them of this breach of our security and changed the password code. Later that night, I received a call from an ADT rep saying 'the postal service notified them...' and I quickly corrected the guy on the phone that it was my wife who did notify them of what happened. He then asked if XYZ was the new password code or the old one. This is a COMPLETE violation of ADT security policy as well as any security company I have ever dealt with. They ALWAYS ask you for the code and verify the code is correct. They NEVER are supposed to tell you the code phrase.

After that, I mentioned, "Well you know my credit card number has been exposed too." To which the response was "there's nothing we can do about that, you need to call your credit card company." At which point I lost it...seriously lost it. I told the fella on the phone, obviously you do not understand the seriousness of this breach. I informed the guy on the phone that I wanted a call from a manager on this issue ASAP. Of course, that never happened.

The next phase of the 'experience' came when we tried to find someone, anyone, at ADT who would actually take this seriously and realize how gross this breach was. After upwards of 10 calls between my wife and I, I finally spoke with a guy named Cornell out of the Beaverton, Oregon office after attempts to speak with the regional customer service manager, Thomas Bennett, went un-answered.

I explained in detail the fact we had a copy of our contract, so there was no need to send a copy, especially a copy with all of our personal information in the clear. Cornell explained that this was clearly not a standard process or procedure within ADT and that if they ever sent information like that, it would be sent by a traceable means. I also explained how the person I spoke to on 1/20 TOLD me my password code and did not ask me for it. He stated that that was clearly not the right process and that he would have that researched and see that the person receive training on the proper processes so that it did not happen again. I again asked to have Mr. Bennett call me to discuss how all this had been handled and expressed how frustrated we were that a security company would allow breaches like this to occur. I also expressed my concerns for identity theft and that I was considering a discussion with my lawyer

Several days went by with no response or anything. Several calls and voicemails back to Cornell went un-answered. So on 2/3, I receive a call from a manager named Tim who informs me that Cornell asked him to look into my claim that I received a call from an ADT employee who did not ask me for my password code, but rather told me what my code was. Tim proceeds to tell me that he researched this and there was no recording of the call, so there was nothing they could do. Interestingly enough, my call with Tim was being recorded (the beeping on the line was the indicator). I asked Tim a few probing questions like, "you mean you cannot tell when someone accesses a person’s account?" The response was, not unless the person makes a change to the account. What? You have got to be serious? A security company that does not log who is accessing customer account data? I informed Tim that I was an IT Director and KNOW that everything can and should be tracked, considering they are a publically traded company. Additionally, I suggested that they could check their phone records for the call to my number and find out who made the call. Tim seemed dis-interested in my suggestion and I again requested to speak with Mr. Bennett on these issues. I also called Cornell and left him a voicemail outlining my frustration and anger with how major security breaches like this just seem to be dismissed.

Several more days went by with no response. I called Cornell while on business travel and finally got him on the line. Cornell then proceeded to explain to me ADT’s positions on the matters I had raised. First, ADT claimed no responsibility for the ‘postal services mis-handling’ of the original contract copy they sent. Secondly, he explained that Tim was not able to track down anything on the person who called me since there was no recording of the call and there was no record of anyone accessing my account (supposedly). After Cornell stated his side, I re-enforced my position that the contract should have never been sent in the first place and that they could simply look at phone records to find out who called me. I also expressed dismay that Tim had told me that there was no way to track who accesses customer accounts. Cornell agreed that he would be concerned as well, since he is a customer of the security service. Cornell then explained that they had referred my case to their legal team, since I had indicated I was going to talk to my lawyer.

I then again expressed to Cornell that was still waiting for a call from Mr. Bennett on all of these issues and he assured me he would try to set something up for the following week. I also expressed to Cornell that I was trying to be reasonable about this whole thing and merely wanted ADT to accept responsibility for what they had done and provide me token compensation for the damage I had suffered through having to change all my credit card info, bill payments, etc.

Then, on Feb 18th, I finally receive a call from Mr. Bennett with Cornell and another person on the line. Mr. Bennett proceeds to merely state, “Cornell mentioned you wanted to speak with me.” Then there was silence. No nothing about trying to recap what he had been told, what the situation was, why I was so frustrated with ADT, no nothing, just silence. I stated, well, I expected Cornell had informed you of all of the issues, is that not the case. I again expressed my frustration with having to repeat, again and again, all of these issues to yet another person who seemingly had no interest in helping or doing the right thing.

Mr. Bennett then stated how they could not be liable for the postal service mis-handling the mail. I again expressed that the issue was not that it was mis-handled, but simply that it had been sent by an employee of theirs against their normal processes and procedures. Coincidentally, the employee no longer works for them. Mr. Bennett then stated, that the employee did not violate policy…which I corrected him and said, I never said policy, I said standard procedures and processes and that Cornell had been the one who stated that mailing the contract in such a manner was not a standard process. I then questioned why they could not track who called me that one night. Again, no answer. I provided them the time of the call, the date and the number which my home caller ID had shown and asked them to ‘figure it out.’ I then asked why I was told that access to customer account information was not tracked. Condescendingly, Mr. Bennett asked, “You seem to know a lot about our policies, have you read them?” I explained that I had not, but I know security requirements for publically traded companies, I know ISO requirements and that I have over 20 years in IT and IT security under my belt.

After that, I just cut to the chase and asked if he was aware at what I was requesting them to do to compensate me for all of my time I had to spend dealing with this whole issue. He mentioned that I wanted to be able to end my contract at any point in time with no termination fees or penalties. I replied, “And…” To which I received another condescending remark to which I replied, “and I do not want to pay for any more monitoring service until the contract runs out or I find another service in my area.” Interestingly enough, this was the same thing I told Cornell the last time I had spoken with him and his response was that that sounded reasonable and fair given the circumstances, but he could not commit to anything.

With that said, Mr. Bennett then asked me if I was happy with their monitoring services to which I responded, no I am not happy with any of your services and if I could find a replacement service in my area I would drop ADT like a hot rock. At that point, Mr. Bennett responded with, here is what I am going to do, since you are not happy with our service, I am going to contact our legal department and have them terminate our agreement with you since we do not want to do business with you under these circumstances. At which point, I uttered an explicative and hung up.

ADT has no concept of customer service and support. They obviously have no concept of following standard process and procedure. They obviously do not handle customer confidential information with proper due care, nor do they seem to have proper computer security, monitoring or audit trails available in the event of a security breach such as I have outlined here. They do have a crack staff at routing customers to voicemail, dead ends, people who do not care, making excuses, placing blame and avoiding accountability.

I will be writing a letters ‘up the chain’ and will be making this issue known to everyone I can, since a security company that does not take security breaches serious is a major issue. Where else I take this, I have not yet determined…to be continued.

On a side note, during this whole fiasco, in my work role, I had been tasked with securing 6 buildings, nationwide. I deliberately did not offer that information as leverage to my personal situation, but rather wanted to see if they would ‘do the right thing.’ That was answered very quickly and directly. ADT had an opportunity to right a really wrong situation and gain back a level of integrity and trust with me. Instead, they just cost themselves the opportunity at over $120K in installation business, plus ongoing security monitoring fees. I hope Mr. Bennett and his crew of head-nodding, excuse-making colleagues help explain that lost opportunity to the higher-ups there at ADT.

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Update by lifeisacabernet
Feb 25, 2009 2:58 pm EST

Additional note: I would be interested in hearing from anyone else that has had similar security breaches with regards to contracts being mailed to them or being contacted from ADT and being told their password code. email me if you havd a similar story...

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Security Advisor
Gilbert, US
May 24, 2010 11:00 am EDT
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The first thing that you need to know about ADT is that it isn't just one company and based on what I have heard from you, you weren't dealing with ADT corporate. ADT is more like those conglomorate cell phone companies and that is why you can't ever get a strait answer from anyone. EVERYONE has different policies. The reason that you had such a difficult time is because the ladder you are refering to does not exist. There is the company you were dealing with, and then they sell that contract out to ADT who funds them for that contract. This is a typical sales structure in the alarm business. The only other thing you have to know about ADT is that because of the structure, there is no one that actually cares whither you are happy or not. They pass the buck along and most of the people you talk to play into hidden identities in that they are only reps of ADT when it suits them and quickly go with other names when it works to their advantage. You really will have a hard time ever finding anyone that really cares because it is too difficult to find someone who actually directly benifits from your contributions to their business.

Hope that helps!

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ADT Security Services - will not send out rebate check, poor communication & poor customer service

Poor service right from the start - ADT security system. Salesman documented incorrect (important) information while doing paper work - our home phone number (of all things!) We had to contact them right away for concerns/questions & request for some repairs and of course they were unable to contact us due to having the incorrect phone number. We finally...

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ADT Security Services - horrible disrespectful rude customer service and rebate scam

We had recently chosen ADT security system to protect our home. THe subcontractor was Nightwatch Protection out of Salem New Hampshire. The installation went well and there was a come on rebate that you pay 99.00 and then you are sent a 99.00 Visa gift card. My first month of service was charged to my Am/Ex card. A month later I recieved a notice to send in...

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ADT Security Services bad service

I purchased the ADT 350Mhz computer back in April of 1999. Not only did I recieve a cheap built computer, but the Pentium II processor installed was re-called and I never recieved anything concerning it. When my computer finally died, the repair shop told me, they nolonger made those processors or the mini boards which where installed. I refused to pay for the computer, and there financing company is still billing me for over $2100.

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ADT Security Services terrible service all the way around!

We decided to go with ADT, because we noticed a neighbor getting it installed...and I felt it would help our family feel safe. I wish we had NEVER even gone with them. Everything seemed fine at first, until the guy came to install the system. He told us that we should not have been sold the "smoke detectors" package, because we do not have a land line (he told us this AFTER he installed it) So, there was mistake number one on their part. Next, he says the motion detector wasn't working properly, and that it was a problem with our house- and the wiring. So, we had our electrician come out to see what the problem was- he said there was no problem. The ADT installer comes BACK out (and again, I have to be home for another 4 hour window, which is a pain in the neck) to set up the motion detector. He says again, that there is a problem with our wiring, and that he can't have the system properly installed until we fix it. At that point, I am mad at our electrician- so we have a DIFFERENT electrician come out and take a look. He says there is absolutely no problem with the wiring in our home, and that the motion detector should be able to work fine. We then call the agent who sold us the system, and tell her what we've been dealing with- and she says to us "I'm so sorry, we have been having problems with our motion detectors lately, I don't know what's going on." Hmmm, well according to the installer- it's not their problem at all. So, at this point I have had to stay home 4 separate occasions for hours on end, waiting for electricians and ADT installers to come. Finally, we called the supervisor of the agent who sold us the system, and he told us he would call us back. (This is after weeks of trying to resolve this through their 800 number, which got nowhere). We heard nothing back for a week. So, WE called him again and he said that he understood, but he could not have the system removed from the house because it was a short week- so he would send someone out the next week to uninstall it. We never heard back from him. We called again, asked for HIS supervisor, left 2 messages...and he finally called back. He told us that they would uninstall the system, and he eventually agreed to refund our money (like their refund policy states). Then they decided they didn't really feel like coming out to get the system, so we could just "keep it"...lucky us. We thought the whole thing was done, and then we realized we were still receiving bills in the mail- both for monthly services (which we were also told would be refunded, since the service never even worked), and the installation fee of around $500. We figured they would clear it up, and we didn't do anything. Then, we received another bill...so we called them to let them know that we were not responsible for it, and we had already talked to someone about it. They apologized and said it would be corrected. 4 MONTHS after this ordeal, we are STILL receiving bills in the mail, still have NOT received our refund...and just today we received a letter from a collection agency! We are beyond angry at this point.
This company has showed terrible customer service, very unprofessional, and they are now ruining our credit! Please do your research before choosing ADT, at least in the Austin area...save yourself some trouble and money and go with someone else!

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Amby
Jacksonville, US
Oct 25, 2009 8:36 pm EDT

I worked for ADT in the Jacksonville FL Call center, Basically the front line person when you call the 1800adt asap number. I became angry with the amount of fraud going on by dealers and sales reps that you initially speak with to get started with service. I heard every story you can imagine about customers being told one thing and a few months down the road something would go wrong and it was due to the sales person not accurately informing the customer. They tell you whatever YOU wanna hear to get your money and install the system. It got so bad I didn't wanna go to work because all I'd get was angry customers that I had to pass around to higher ups because I wasn't trained to help. I could give basic tech support...Unplug the main power cord-plug it in-check the battery- press your code 1 code 1 again...Even that was hard to find in the web based material they gave us to use. I'd find the Issue and transfer to the correct department, If we could find it and they would answer their phones. Several customers hung up on me because the OTHER departments had call waiting for 5 to 10 mins. I wanted to do more than just say "I'd be happy to help you with that let me connect you with this department, " and then have that customer wait forever to get the same response. ADT never wants to take responsibility for anything. Just like you with the electrician, Its the other persons fault. And if you didn't sign up for a maintenance plan each time the tech comes out it would really start to add up. The phone companies were even worse, with VOIP (Voice over internet protocol.. like vonage, u-verse, comcast digital voice) you could be compatible with the system but that didn't guarantee the phone line would send the monitoring center a signal. Because every call we got was different we were not properly trained in all aspects to assure WE told the customer what to do when they called, BUT we could call our manager and put you on hold while we found out...If they were in that day and they weren't talking to the other 200 employees that had the same questions. I started out working outbound calls. That's when your system actually works properly and sends us a signal, we call the house or business then the contact list if you wanted us to then the police and the rest of your list to make sure we cover our ### trying to reach someone. I received several Customer compliments and praises for my...well "ADTs" services. Around 9pm to midnight peoples attitudes changed, Mostly hang up calls saying they don't want us to call anymore they already have ADT, thinking it was a sales call. Then I'd get less Burglar alarms and fire alarms so after that we called about the less but still crucial alarms/signals. We were required to call until midnight on things like sensor showing trouble signal prob low battery, and Fail to test signals which require you to manually test system by setting off alarm. At 9 to 10 pm people are in bed and wanting to sleep, not set off the alarm and have that stupidly loud siren go off for a full min. I think I dreaded those late calls the most. My shift was 330 to midnight. I figured inbound calls would be better and I got to work earlier hours so 2-1030pm. I was not prepared to spend one week in training to learn little things. Id ask questions that if I were a customer I would have. The trainers gave me vague responses and said that will never happen and if it does just transfer them to escalations... Everything was that way. Here are the tools and if you have questions transfer or try to call someone who might know. There were two pages full of extensions to call to get a customer to different departments. If you had a residential account that was set up by a dealer you went to a different department than one that was residential from a sub dealer. One week was not enough to learn that and make sure you knew what the hell you were doing. They threw us out on the call floor and we had no idea what was going on. That's what they do, learn by mistakes and by doing- not by actually taking the time and training you properly. As far as billing we could send them basically a type of email saying you wanted to cancel and no longer wanted monitored, but you still needed to speak with them and send in or fax in the cancel letter followed by a month of "we'll they must be slow because we still show the account as active, " from us when you call about being billed. I suggested to managers that there should be a better more direct way to help our customers with similar complaints as yours and they didn't want to take me seriously, they said "yeah there are problems in the system, but its been working so long why change it?" Needless to say I didn't stay there long, at 11.90 per hour I wish I could have helped the customer more than I was capable of.

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ADT Security Services failure of product

My daughter had ADT in stall an alarm system in her hopme several years ago. She opted to add the fir protection into
the contract.

Today her house caught on fire. She did not receive a call from ADT per her service.

After the fire was extinguished the Fire Marshall said the fire started in ADT panel.

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mazzy2010
sonora, US
Nov 09, 2010 5:27 am EST

To the ADT rep, are all ADT systems completely wireless? The answer is no ! Ten or so years ago they were using moose products - didn't even have wireless as an option, then ademco & dsc combination systems and yes more recently the [censor] lynx panels that still have a couple wires to run. What charges your " completely wireless" & "battery operated" system ?The sun ? Magic? Thats a false statement to say it doesn't use electrical. For the salesman the answer is - A transformer that plugs into an electrical outlet! Im not saying that a panel started a fire but at least be truthful if your going to call the guy a liar. By the way - i took out an adt lynx to install something better in a house, the transmitters were siliconed to the doors, the phone line was tapped into in the attic (no line seizure) Do you know what line seizure is ? Just curious. The a.c. wire stapled down the wall to the closest outlet, and of the two wires/holes the installer had to drill he hit /drilled thru romex (110 electrical) & instead of replacing or properly splicing in a j box, he got the bare wires barely touching, no electrical tape or wire nuts, and the best part - it was resting on a gas line. Does this seem like its safe ? I suppose im full of [censor] too. You can defend adt's sloppy & sometimes dangerous installs all you want but some of us know the truth.

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Mr. Lebowski
, US
Aug 08, 2010 9:21 pm EDT

This comment is complete [censor], it's low voltage nothing is catching fire in the panel, you liar go [censor] yourself

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mceltix2000
Cleveland, US
Feb 21, 2010 7:08 am EST

Full Disclosure: I'm a salesman for a subcontractor of ADT alarm systems.

ADT does NOT tap into your electrical lines. It's a wireless system. COMPLETELY WIRELESS; as in battery operated.

You ever see a fire start from your TV remote? No! This story is outright nonsense.

And ADT didn't call you b/c you didn't have the smoke sensor. You want us to monitor a particular facet of your home, you need the equipment. It's a modular system -- you want a smoke sensor, you pay for it. Sort of like when you buy a car. You want chrome rims for your tires, you pay for it -- it's an option. We give you the basics when you start: Contacts for doors windows/siren/keypads/keyfobs/motion sensor/ect;

You want all bells and whistles, get out your wallet.

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foxborrow
Las Vegas, US
Mar 18, 2009 3:18 am EDT

If you knew anything about low voltage security systems you would know this is totally untrue. What would happen if you put a screwdriver into a light socet? Well that is because it is high voltage, if you touch metal to anypart of an alarm system no matter who the installing company may be not even a small spark would occur. This claim of a fire staring in the security system box is totally false and this post was probably made by a sales rep from another alarm company

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foxborrow
Las Vegas, US
Mar 18, 2009 3:14 am EDT

I don't know what fir protection is, are you trying to protect the tree's outside your home?

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ADT Security Services placed into a contract without consent.

12/11/08 we find that we have been overpaying for our residential home security service at $40.99 per month. I called ADT to console service and was told that it will cost me around $280.00 to resolve our contract obligations. This was news to me where I had a 2-year contract with Firstline Security that had expired prior to the sale of my security services being sold by Firstline to ADT without my consent. The only reason I was aware of the change of service providers was a letter from ADT welcoming me to ADT and promising a welcome package that never came. I called First line to see if this was a scam and they confirmed the sale of service. On 12/11/08 while talking to the ADT Service Consolation dept. Rep. I requested a copy of the alleged contract and was told it will be sent right out to me. Well it never came but ADT has been able to send a new Invoice to be paid! The only thing that was good about this call I made was that I was able to procure a new service rate of $24.00 per month. This can only highlight the fact that ADT has collected two years of funds in one year. Buyer Beware!

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iam4justice
, US
Feb 08, 2011 9:24 pm EST

Mine is worse. To cancel I was told that I had to pay 75% of the 3 year contract. Why not just tell customers they can't cancel. instead of saying for 1000 you can. Can't wait for competitors to take them out. Until then my sign in the yard has been replaced with another companies. I'm advertising for them anymore.

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JV_Dallas
, US
May 11, 2009 10:03 pm EDT

I have had a similar experience with ADT and was scammed into a 3 year contract by the ADT Salesperson. There is no mention of the contract on the page I was asked to sign. I realized this when I called to cancel and then found that there is a light print about the contract on back of the page. Buyer BEWARE!

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foxborrow
Las Vegas, US
Mar 18, 2009 3:24 am EDT

This is because you took a refurbished system from a local alarm company which in turn sold your contract to ADT. I'm guessing you responded to an add that said you could get a system in your home for 99 bucks or so. You get what you pay for sir.

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ADT Security Services everythingaboutit

ADT/Absolute Security Service Complaint and Cancellation

11/11/2008

- Contractor shows up to install System.

- Contractor does not have proper equipment – has to leave and return
with correct panel.

- Contractor does not install motion detector where Customer requests it.

- Contractor leaves old panel box downstairs along with old backup battery for Customer to clean up along old panel and other wiring debris.

- Contractor does not completely test system and has to return again later same day to relocate bedroom sliding door sensor to ensure alarm activates upon opening.

11/14/2008

- Contractor returns to relocate motion sensor to customer-requested location.

- Contractor does not patch holes left by drilling into wall where sensor was first installed.

- No testing further done.

12/10/ 2008

- Customer notices alarm keypad beeping spontaneously without any doors or windows opening.

- Customer calls ADT to inform them of issue.

- ADT/Absolute Security schedules appointment for Friday 12/12/2008.

- Customer requests call from technician prior to arriving to perform repair.

12/12/2008

- Customer stays home from work and Contractor arrives at approximately 8AM unannounced – No phone call received prior to arrival as requested

- Contractor leaves work vehicle idling outside customer residence positioned illegally at curb facing oncoming traffic.

- Contractor dismisses customer concerns regarding possible defective panel and relocates 2 windows sensors. Does not cut away old sensor housing.

- Contractor calls his office using Customer phone to describe problem as sensors at windows needing relocating and leaves premises telling Customer to “Keep in Touch”.

- Customer again expresses concerns of possible defective of panel to Contractor colleague/supervisor when asked if Customer was satisfied with work performed by Contractor.

12/12/2008

- At approximately 7:40 PM, Customer receives call from other resident of Customer home (Expectant Mother) stating that Police have arrived due to alarm sounding and her believing intruder may be present.

- Customer informs other resident that Contractor had been on premises earlier same day to attempt to correct deficient system – obvious at this point without success.

- Customer calls ADT to express distress of expectant mother and to inform ADT of unacceptable “service” of Contractor and expressly requests that different technician be dispatched ASAP to correct problem.

12/15/2008

- Contracting Company calls Customer to inform him that technician will be at customer residence on 12/16/2008 “between 5 PM and 6 PM”.

- Customer again expressly informs Contracting Company that a different technician should be dispatched.

12/16/2008

- 5:45 PM – Customer Receives call from Contracting Company that technician is “running a little late” and that he will be arriving sometime after the scheduled appointment time.

- Customer explains that if the technician can not arrive at agreed-upon appointment time then technician should not arrive at all.

- Customer hangs up and calls ADT to cancel “service”.

- 6:43 PM – Original technician (Not different one as requested by Customer) leaves message stating that he is on Customer premises.

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Jim Jach
Aliso Viejo, US
Jun 22, 2010 5:34 pm EDT

ADT/Absolute Security is the worst company I have ever had the displeasure of working with. It took them 4 months to get my remote panel to work properly. It took six phone calls to get a live person on the phone and then they had to call me back. Each time a requested support it took me a week to get a live person and a confirmed servive date. Now that I am moving they refused to fix the phone line that was interrupted to put the alarm in. THEY HAVE THE WORST ATITUDE and CUSTOMER SERVICE...

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SriPl
, US
Aug 12, 2009 4:56 pm EDT

ASI & ADT combination is one of the worst I had ever seen. I signed a contract for 3 years and had to cancel it after 1st year I called ADT and they told as I signed up through ASI, I am supposed to cancel with them. And I called ASI and paid full penalty ($800) for the balance period. However even after a month I got two charges from ADT to my credit card to the amount of $96 total. When I called ADT they say I am supposed to cancel separately with them as well, so as I did not call them again to cancel with them (ADT) as well - they cannot refund this amount. This is just a bad business practice to rob from the customers. I hate them and would never reccommend them to any one. In fact I will try to discourage anyone who wants to go with ASI/ADT.

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Ms. Morris Farms
Gainesville, US
Apr 17, 2009 12:15 pm EDT

This has to do with Absolute Security Inc in Fredericksburg, VA. I had a pretty good experience with the technician. However, the sales people and customer service are not that great. The sales people don't have any literature to show or give you except for competitor's info. They don't even direct you to ADT's website. They don't bring any equipment with them to show you what the panels look like. They say "oh, it''s about the size of half of an 8.5" x 11" piece of paper but when the technician shows up, it's the size of a full sheet of paper. Then they don't tell you that wires are going to show. They make you make a decision right then and there where to install the monster of a panel. I tried calling them and asking them to move the panel as it was much larger than described by the sales person and to mention the fact that they said that no wires would be showing. They said it would cost me $75 for a service charge. I called ADT and asked what their service charges were and they said $25. So it looks like Absolute Security is making a nice profit by not informing people properly. When I called and asked to speak with a sales manager, it took two days for Phil to call me back after I called and left several messages. He said he would look into it and I haven't heard back in over a week. I would suggest going through ADT directly and not go through this shady company. I'm probably going to file a complaint with the better business bureau as well as get our HOA not to allow soliciation in our neighborhood.

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lifeisacabernet
Vancouver, US
Feb 25, 2009 3:10 pm EST

Very typical of dealing with ADT. Lots of smoke and mirrors and NO substance.

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12:08 am EST

ADT Security Services horrible install

I have been happy with ADT until now, We got new French doors installed, the installer told me he pushed the wire back up in the baseboard, and all that adt would have to do in splice into the wire. Well when adt I called ATD I was told they would be out between 12 and 5pm, at 430 the installer called and said he was going to be late and if i wanted to reschedule, i told him no. he came about 630, and said that since he can't see the wire, that I need to take the trim off and find the wire myself and he would come back, when I questioned him on this he told me that he was trying to save me money and if he had to get in crawl space above ceiling that it would take 2 - 3 hours to find wire/re wire and he insured me that it was going to cost a few hundred dollars, 85 for fist 30 min and 25 for every 15 min after that. well he left, i poped off the trim in about 1 min found the wire. and then i tried to call adt and reschedule for tomorrow, nope i got 2 days, they operator called the adt guy and he said he was to far away and it was near the end of my shift, and when i asked him about that before he left he said he has plenty of work for the rest of the night, and that he was not trying to save time or anything but save me hundreds of dollars, yea ADT SUCKS

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jackzack001
Phoenix, US
Jul 28, 2010 6:32 pm EDT

ADT Security is a joke! And a ripoff too!
I know because I worked for them for almost 2 years as a commercial and residential service engineer in Arizona.
I designed, installed and tested technical security systems at US embassies and consulates before I retired from the USG and went to work for ADT. I am an electronic engineer and had specialized USG training in all aspects of technical security. I did military communications systems engineering for 23 years prior to working in security.
When ADT hired me, they promised 30 days of training and I got nothing! They also said I would earn $75k but it was less than half that amount. And ADT managers, who knew nothing about security, expected and demanded that service personnel do at least 7 service calls per day, regardless of the complexity of the problem. Service crews were sent out with no parts and often had to call other service personnel to see if they were nearby and had the part needed.

ADT installs alarm systems that do not work and when a burglary does happen, they tell the customer ADT is not liable since the customer did not test his alarm system monthly as they are supposed to do.
Most homeowners would not even know if their system was communicating or not with ADTs monitors (they either have a communication link over a telephone circuit or a wireless connection via a cell radio transmitter). I personally saw situations where the system was installed and not working properly and the customer had been paying for months or up to a year without knowing it.
Yet despite all the shortcomings, ADT sees fit to charge $30-40 a month for a false sense of security - it's all about profit and little to do with customer service and satisfaction.
And ADT has no installation standards, installer training, or spare parts on service trucks. I was sent to one customer’s home which was about a 1 hour ride away; when I arrived he needed a few standard 1.5 volt batteries and I had none on my truck. I had to drive to the nearest Ace hardware and buy them using my own money. At other residences, I found the heavy alarm panel mounted with only drywall screws (it was falling off the wall), exposed conductors on wires, panels installed upside down, and sensors that had been installed days ago falling off.
ADT sales reps know little about security principles and how to design a proper alarm system. They advertize the $99 special, which is OK for a studio apartment at best, and then use the bait and switch scam to get the customer to shell out $1000 or more for an “expanded” home alarm system. Sales reps are out to maximize the total sale dollar amount since they get paid on commission.
And ADT will take over any system ever installed by anyone else, as long as the customer pays the $30-40 monthly fee. Then ADT will not have trained personnel or parts to support these odd ball systems when they do fail.
Buyer beware! It is a known fact that a big guard dog is a better deterrent for burglary! And keep in mind that a critical factor for any alarm system is the time it takes for police to respond to the alarm– if you are in a remote location and it takes 30 minutes for police to get there, burglars have this much time to crash and grab.

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1:29 pm EST

ADT Security Services scary incompetent operation

We recently had ADT installed. We have not used our alarm, have never put in armed mode and have not even picked out a security code for alarm box panel. Today at approx. 8:30 AM two fire trucks, an ambulance and the police arrived outside our house. Just as the fireman were about to crash through our gate, I came out - in my bathrobe - to stop them. Neighbors gathered while I had to explain to numerous authorities that nothing was wrong and that our alarm wasn't even armed. After waiting on phone for about 20 minutes to get through to a live operator at ADT, we were finally connected to an ADT employee who suggested it was our fault that this had happened. This incident was clearly a major glitch on ADT's part for which they have no apology. Are we now to expect a bill from the fire dept and police for for responding to five alarm emergency at our house? We are finished with ADT and I emailed them to cancel our contract. I worry that this may not be so easy to do.

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jackzack001
Phoenix, US
Jul 28, 2010 6:27 pm EDT

ADT Security is a joke! And a ripoff too!
I know because I worked for them for almost 2 years as a commercial and residential service engineer in Arizona.
I designed, installed and tested technical security systems at US embassies and consulates before I retired from the USG and went to work for ADT. I am an electronic engineer and had specialized USG training in all aspects of technical security. I did military communications systems engineering for 23 years prior to working in security.
When ADT hired me, they promised 30 days of training and I got nothing! They also said I would earn $75k but it was less than half that amount. And ADT managers, who knew nothing about security, expected and demanded that service personnel do at least 7 service calls per day, regardless of the complexity of the problem. Service crews were sent out with no parts and often had to call other service personnel to see if they were nearby and had the part needed.

ADT installs alarm systems that do not work and when a burglary does happen, they tell the customer ADT is not liable since the customer did not test his alarm system monthly as they are supposed to do.
Most homeowners would not even know if their system was communicating or not with ADTs monitors (they either have a communication link over a telephone circuit or a wireless connection via a cell radio transmitter). I personally saw situations where the system was installed and not working properly and the customer had been paying for months or up to a year without knowing it.
Yet despite all the shortcomings, ADT sees fit to charge $30-40 a month for a false sense of security - it's all about profit and little to do with customer service and satisfaction.
And ADT has no installation standards, installer training, or spare parts on service trucks. I was sent to one customer’s home which was about a 1 hour ride away; when I arrived he needed a few standard 1.5 volt batteries and I had none on my truck. I had to drive to the nearest Ace hardware and buy them using my own money. At other residences, I found the heavy alarm panel mounted with only drywall screws (it was falling off the wall), exposed conductors on wires, panels installed upside down, and sensors that had been installed days ago falling off.
ADT sales reps know little about security principles and how to design a proper alarm system. They advertize the $99 special, which is OK for a studio apartment at best, and then use the bait and switch scam to get the customer to shell out $1000 or more for an “expanded” home alarm system. Sales reps are out to maximize the total sale dollar amount since they get paid on commission.
And ADT will take over any system ever installed by anyone else, as long as the customer pays the $30-40 monthly fee. Then ADT will not have trained personnel or parts to support these odd ball systems when they do fail.
Buyer beware! It is a known fact that a big guard dog is a better deterrent for burglary! And keep in mind that a critical factor for any alarm system is the time it takes for police to respond to the alarm– if you are in a remote location and it takes 30 minutes for police to get there, burglars have this much time to crash and grab.

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Jim West
myrtle beach, US
Jun 03, 2009 7:45 pm EDT

An issue with RANDOM odd problems usually is a bad CONTROL battery, have your Alarm's Service Department replace IT.Do not use any old battery !
Try to use the same brand/type of battery if you must change it yourself...

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8:43 am EST

ADT Security Services alarm not working properly

Approx. 5 years agi I bought the home we are living in now. I have a wireless system in my home.
The key pad previouly to this one was about 25 years old. I have been after ADT to get a new key pad. And on Monday 11/10/08 ADT installed a new one I paid $167.00. I have been going back and forth with the sales rep his name is (Chris) in Holbrook, NY office. to make a long story short. I asked him since I came in the home as a new owner I should have an upgrade. He has been very rude, arragant. and not willing to cooperate with anything. When the ADT guy let my home on Monday, I started to get problems with senser 16 in my kitchen. I called back and complaint. they sent another ADT tech to my home he said the sensor was bad, which was not and he changed it. He left again I had problems. I called again and complaint. They sent the original guy that came on Monday 11/10/08 back to my home. He said that he did the programing wrong. He spoke to the supervisor (Chris) and the answer he gave me was we can't keep on coming back here. we will be charged. Why do I need to be charged for somethign that ADT is not instaling correct? My next step is to go down to Consumers Affairs and make my complaint.

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jackzack001
Phoenix, US
Jul 28, 2010 6:27 pm EDT

ADT Security is a joke! And a ripoff too!
I know because I worked for them for almost 2 years as a commercial and residential service engineer in Arizona.
I designed, installed and tested technical security systems at US embassies and consulates before I retired from the USG and went to work for ADT. I am an electronic engineer and had specialized USG training in all aspects of technical security. I did military communications systems engineering for 23 years prior to working in security.
When ADT hired me, they promised 30 days of training and I got nothing! They also said I would earn $75k but it was less than half that amount. And ADT managers, who knew nothing about security, expected and demanded that service personnel do at least 7 service calls per day, regardless of the complexity of the problem. Service crews were sent out with no parts and often had to call other service personnel to see if they were nearby and had the part needed.

ADT installs alarm systems that do not work and when a burglary does happen, they tell the customer ADT is not liable since the customer did not test his alarm system monthly as they are supposed to do.
Most homeowners would not even know if their system was communicating or not with ADTs monitors (they either have a communication link over a telephone circuit or a wireless connection via a cell radio transmitter). I personally saw situations where the system was installed and not working properly and the customer had been paying for months or up to a year without knowing it.
Yet despite all the shortcomings, ADT sees fit to charge $30-40 a month for a false sense of security - it's all about profit and little to do with customer service and satisfaction.
And ADT has no installation standards, installer training, or spare parts on service trucks. I was sent to one customer’s home which was about a 1 hour ride away; when I arrived he needed a few standard 1.5 volt batteries and I had none on my truck. I had to drive to the nearest Ace hardware and buy them using my own money. At other residences, I found the heavy alarm panel mounted with only drywall screws (it was falling off the wall), exposed conductors on wires, panels installed upside down, and sensors that had been installed days ago falling off.
ADT sales reps know little about security principles and how to design a proper alarm system. They advertize the $99 special, which is OK for a studio apartment at best, and then use the bait and switch scam to get the customer to shell out $1000 or more for an “expanded” home alarm system. Sales reps are out to maximize the total sale dollar amount since they get paid on commission.
And ADT will take over any system ever installed by anyone else, as long as the customer pays the $30-40 monthly fee. Then ADT will not have trained personnel or parts to support these odd ball systems when they do fail.
Buyer beware! It is a known fact that a big guard dog is a better deterrent for burglary! And keep in mind that a critical factor for any alarm system is the time it takes for police to respond to the alarm– if you are in a remote location and it takes 30 minutes for police to get there, burglars have this much time to crash and grab.

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Jim West
myrtle beach, US
Jun 03, 2009 7:41 pm EDT

If ANYONE ever gets an alarm, MAKE SURE they dont REUSE old equipment! That is more than likely your issue.Have the installer/repairman replace the sensor by using a NEW wired or wireless sensor!Many companies "takeover" old ratty equipment and expect a new panel to fix anything, this is WRONG!
Always ask the installer to use new equipment !

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7:27 am EST

ADT Security Services money/service

Adt has assigned my account and credit card info to defender security without my premmision and have withdrawal monies from my account with out premission. I have called adt and they said I don't have a contract with them to call defender security I did and they said they would refund monies still waiting now they took out monies again I have to stop payment at the bank which cost me extra and at this time I can't afford it but I was trusting the company to stop taking my money.
Lena hamilton any help would be apperiated.

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mtr2211
Clinton, US
Jan 26, 2010 3:17 pm EST

i thought i was contracting with adt when i signed on only to find out i was under contract with defender security. when my alarm goes off, i usually get no respnse from anyone. if i was a burglar i could easily steal everything before the police would arrive. i feel the service is horrible and cannot wait to be out of this contract.

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SCAM SCAM Defender Security
Cleveland, US
Jun 30, 2009 3:02 pm EDT

I too signed on with ADT. Defender Security showed up at my door and told me they were authorize installers fo ADT. ADT told me that this was not true. ADT does their own install and they are cheaper than Defender security. I recently had a burglary and the robber busted the security system hanging on the wall. When I called Defender security they told me it would cost ME $500 to replace the system! That I should have my insurance company take care of it. I asked them to send out a technician TODAY - that never happened. I called them back to find out where the tech was and they told me a call was never placed to the service dept. I'm still waiting, my home is unprotected and my account is all confused. They then told me that I had a some kind of special "A" contract and that I could not get a service tech. ? Huh? However I am locked into a 2 year contract at $56 a month for a service that I don't even have anymore!

Did I also mention that when the alarm goes off it takes the call up to 15-20 min to be routed to my phone? I know this because I have set it off myself to see what the response time is.

Furious in Cleveland!

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7:06 pm EDT

ADT Security Services billing errors

I have tried unsuccessfully for the last 4 months to have ADT correct my bill. I was billed twice for the installation. ADT collections calls me almost every day. Each time, I tell them the exact same story. I have faxed a copy of the installation agreement and the contract that states what the charge should be. I cannot get it corrected, yet I have been told it is being corrected. They leave messages almost daily, and I return their calls almost daily. I am sick to death of ADT.

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hate ADT
Alamo, US
Jul 19, 2011 6:08 pm EDT

I also have been dealing with ADT billing. They owe me a $215 refund for double billing me for 6 months. They agree they owe the money, they promise week after week to refund my bank account. I have been callin weekly since early May. Every time I call I have to explain the whole story to an operator, then again to a supervisor, then I get promised a reefund within 4 business days. Of course the refund never shows up and I call again and the cycle starts over and over.

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1:07 pm EDT

ADT Security Services home burglary monitoring

My home was monitored by adt security and when I moved out in 1/2017 I informed them that I now have only cell phone service since I had cancelled ny home phone line. However I requested that they continue the burglary monitoring service which I was told could be done through cell phone too. I continued paying the monthly service charge and to my shock discovered only last month (After 21 months) that my home was not being monitored because they needed to install a different equipment to monitor a home through cell phone. I was never told this initially and adt had no qualms to continue charging for a home they were not monitoring! Of course I have now discontinued the service but I did not get any refund for the 21 months I was needlessly charged.

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dmfunk
Garfield, US
Jan 14, 2010 9:15 pm EST

I had a Wells Fargo security system installed in my home in 1985. Tyco purchased Wells Fargo in 1998 and merged the company with ADT. This is to show I have had monitoring service for about 25 years of which 12 years have been with ADT.

My husband has been on disability for the past year and a half and although I have been slightly late with my payments, I have always called ADT's billing department to tell them when my payments would be expected. On 12/18/09, I was invoiced $105 which was my quarterly payment. This is the ONLY amount that was due to them.

Tonight, I received a call from the "home office" stating I owed them $60 and that they had terminated my service. No warning, no letters, no calls prior to the one this evening. I then called their 800# billing department and spoke to a manager (Lisa) who said my service was terminated because "they had made numerous calls and no one could reach me" along with the statement that letters had been sent regarding the termination. ALL LIES! Funny how the "home office" could make one phone call and reach me this evening to tell me my service was cancelled. I still do not understand how in this day and age, a major company like ADT would cancel a VERY long-time customer over a $60 bill that wasn't even 30 days late?

To that I say "GOOD RIDDANCE"! After reading the numerous online complaints about ADT that outnumber other monitoring services by 20 to 1, I can only hope homeowners do their research before signing up with a company who has zero value for their customers. I will also be asking my 3 family members who signed up (on my recommendation) with Wells Fargo back in 1985 to terminate THEIR relationship with ADT due to the unscrupulous way they do business.

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Togethar
, US
Sep 29, 2010 12:10 pm EDT

On 240409 ADT's technician Andries made an upgrade at our shop in Midrand. We accepted a quote for R1751.04 but after the installation was done, the quote was changed to R2707.50. The shop manager that was working there at that stage received an Invoice, but when it was given through to our office in Centurion, the amount was changed and it was not signed as acceptance. We would like to know why has ONLY the amount been changed when nothing else did. Not the service nor the equipment. We would gladly pay R1751.04 since that was the accepted quotation. We have tried numerous times to contact ADT to find out why this has happened, but with no success. This morning was the last straw. Can someone please assist us in sorting this out? This is really pathetic of ADT and we look forward to not working with them anymore.

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K E Serapelo
, ZA
Jun 28, 2011 7:53 pm EDT

During May month I received lots of calls from ADT security agencies in Cape Town, they were claiming that I owe the company an amount of R1400.00, and my so-called ref: number: SER00189 and I was told I need to pay this amount with immediate effect, otherwise I will be blacklisted. I told those people that I do not have a contract with ADT security.I ask for the details of the contract, all my names and ID number was read from the contract, except the the addresses, contact details, and the bank details. I called the company on the 13th June 2017 for follow up of the matter, I was told I will be contacted soon, unfrortunately it was just empty promises. I decided to pay a visit at their Head offices in Brooklyn Pretoria on the 27th June 2017, for an investigation. I was assisted by Brenda Madulo, who promised to make an investigation, and on the 28th June 2017 called me to report that the matter has been resolved, without any explanation or apologies.
This company really owe me a lot...! I am gonna take them to task. Please help me to remove my name at the credit beareu. I orded them to complete whatever fraud they have started and clear my name, but I have lost trust in that company.Thank you. K E Serapelo. E-mail: baitsengwellness@gmail.com

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Murtoner
, US
Sep 06, 2010 11:06 am EDT

I phoned ADT for a quote to update my alarm system, I got the quote WITHOUT anybody from ADT visiting my home. I am made arrangement with my office to be at home when they upgraded the alarm. I paid them before they arrived. The technician told me that he is unable to install the receiver for the remote as the system was quoted incorrectly. I phoned ADT directly after being informed of the problem. I waited an hour for somebody to phone me back. I phoned back eventually. Phumalani assured me that the quote was correct and that it can be done. He also promised me that they will some out again to fix the alarm on Saturday. I phoned this morning and they do not know about my installation. They are unwilling to help me and Phumalani is not answering my phone call. PLEASE TELL ME WHAT SECURITY COMPANY WILL BE ABLE TO DO THEIR JOBS? WE PAY HUGE AMOUNT OF MONEY TO THEM EVERY MONTH FOR WHAT!

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Tiakove
, US
Feb 22, 2011 4:58 pm EST

When we moved our business to Bezuidenhout's Valley we paid ADT several thousand rand to install a brand new alarm system at our warehouse premises. In March this year we made alterations to our warehouse and moved our offices out of the warehouse. It was then discovered that ADT had just joined our passives to existing wiring on the premises - now we know why there were so many false alarms. We required ADT to install passives in our new offices but we needed feedback from management because of the very poor initial installation (pointed out to the technician who visited our premises). The technician undertook to get management to contact us. To date we have had calls from 'ladies' phoning on behalf of the technical manager. They are unable to assist and always undertake to get the manager to contact us. Despite our having called several times the manager has still not contacted us. ADT takes their money every month for our armed response but are obviously not interested in our premises being safe and secure as nothing further has happened.

We should have realised that ADT was unreliable as they did not do the installation on the date booked but we had already paid .

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daemeonr
san fran, US
Jan 15, 2012 5:53 am EST
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I have been a 15+ years' brinks security (Northern california) customer. After the "acquisition" of brinks by tyco (Broadview) and the subsequent "merger" of broadview with adt, I have had nothing but problems and sloppy service, culminating in a failure by the service tech to show up for an appointment, lying about making calls (I have automatic number identification on all phones).
In late december 2017 I had a problem with my brinks/broadview/adt home security system. I called and requested service. I was given a service window of 9-12 am. At 12 I get a call on my mobile that the tech is late and will be there about 12:15. Ok I am home. At 1:00 pm I called to find out what was the problem? I was informed the tech arrived, called both my mobile and the land phone, left message, no response. There were no calls showing up on ani on either (Except the first call that the service guy would be late). I requested they send someone else. I was advised that a tech would be out about 2 pm. At 2:45, no tech. I call and get the same "called both lines" (Of course this is a lie, no ani's or missed calls). Further, from 1:45 to 2:45 I was outside in full view of the gate with the dogs in the house.In addition to lying about making the calls, the tech claimed there were 3 dogs at the gate!

I am very uncomfortable about allowing anyone into my house, with access to my master codes and code words, who would make these false statements. I am in the process of having the systems replaced (I waited until I had a temporary system in place before making this complaint for obvious reasons).

Do not trust adt. Their service reps are lairs at best, and their customer service just does not care.

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Majerda
, US
Oct 06, 2010 12:30 pm EDT

I have been an ADT client for 2 years and wanted to install beams around my house. First I had to remind the sales consultant that he didn't specify the amount of beams on the quote. The new quote came back, I signed it and emailed it back to them. No response. A day before the installation I suddenly get a call to ask when am I going to make the 50% payment!The sales consultant smsed me the banking details. I find this highly unprofessional conduct. So I requested an email with the banking details. I then paid the 50% deposit. I asked SPECIFICALLY that installation must take place after 12 in the afternoon as I had prior engagements. Yet again, no one phoned even though it was promised via email. The next day the team arrivedat 11h20 at my house! Needless to say I had to rush home. The techinical team's service was the only part that I can compliment. They were professional and installation was perfect. I made the final payment and requested ADT to confirm that it is all in order. Now it is already 5 days later...and all they can tell me is that their sales consultant is very busy! What type of business are they running? Absolutely ridiculously incompetence.

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Micelly
, US
Oct 06, 2010 11:32 am EDT

Installation of ADT alarm system was booked for the 13th of August 2017 at 09:30. Subcontractor eventually arrived at 16:30 in an unmarked vehicle that was mistaken by my neighbours as another burglary in progress.
Installation was completed by 23:30 – after at least an hour was wasted by technicians for going to buy and eating “supper”. So, after being traumatised by a burglary – I have to deal with 2 strangers in my house at this time of night, supposedly putting in an alarm.

To date there has been no quality control on this installation. I have no idea if this is working as it should or not. I have no idea if the “subcontractor” has access to my house that I’m not aware of. I don’t even know how to work the system properly!

On top of this – there is not even a sign up on my property indicating the alarm system. Now the accounts department is harassing me for the outstanding payment (less than half of original quote) and I’m expected to make an appointment with the technical department!

You can refund me my deposit and subsequent monthly charges – I will get a decent alternative and I might even return your equipment!

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Hersocg
, US
Sep 24, 2010 11:08 am EDT

I have phoned ADT to complain and also e-mailed them twice, but had no response. We live in a small complex of only 5 houses. All of us are making use of ADT, when we signed with them ADT put a pad at the entrance so that they can have excess in case of any emergency. I can not tell you how many times I have been phoned, because our alarm went off, but the security can't enter because there is no pad at the gate. Every time this happened I would tell them that they are at the wrong complex, I then was told that they will resend the security guard out again. I am still waiting for the return of the security guard. This also happened to our nabours, she got phoned 10h00 the morning, but the security guard didn't have the pad number, she requested to be phoned back, after she again gave the number to ADT, even if all was ok. Only to find there house burglared when she arrived home after 5h00. We decided to pay for security to minimise the risk of break-ins and any unwanted person walking in and harming our children especially. But I feel no safer and are looking around for other companies that can assist us in keeping our children as safe as possible.

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Sarie Smit
, ZA
Nov 10, 2010 10:05 am EST
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Earlier this year we decided to get security from ADT, as our house do have a alarm cisterm, but it is not activated or connected anywhere, and not beiing used at all since we moved in a year ago. We decided to make use of ADT, as we stay in a security area where there is armed response from ADT already, and it would therefore cost us less to join them! What a mistake! One of their ladies come out and arranged for us to join, and we paid the necessary over to ADT, as well as for two new handsets. We were told the alarm will be activated as soon as we give them the pin code of the existing system. The previous owner, however now apparently have forgotten what it was. We thus phoned ADT to find out what can be done for us as we now have a alarm system that cannot be activated (according to ADT, due to not knowing the pin code) They suggested that we stop the monthly payments untill they came back with advice. We phoned the number given to us to stop the debit order for the monthly alarm system payments, and was told it is immediately stopped, this however just fall on DEAF ears as payments are still just goiing through every month without that we are activated! Numerous phone calls, and even an e-mail had no response. The only thing actually happening after some complaints, is that we, for 5 or 6 days thereafter, receive a note in the post box that our property was visited by ADT - at approximately 23:00 - but after this few days we do not hear anything from them again, until the next complaint regarding NOT ACTIVATED, then only notes in the post box for another 5 - 6 days! Last week Friday I put a note on their webside and was told that response will follow within 24 hours (except weekends) it is now Wednesday and still no response! Please help!

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ADT Security Services unacceptable service

I worked for ADT at the call center in Jacksonville FL. I was one of the people you talk to if you call the 1800-adt-asap number. I was promoted from the outbound calls to inbound. As an outbound operator Id get an alarm and call the home or business and the list if you set it up that way we call it ecv- Enhanced call verification, the Police or fire or med department, then the rest of your call list. I had three to four calls where The PD number was incorrect in my four months working outbound. Id call the number we had listed, the pd would say its not their jurisdiction then give me a phone number for the proper department I'd call them and give the address. If it was the right number Id update the account showing the proper number to call from then on so the next preson who got an alarm with that account would save time calling around. There was one time that i got NO answer at the pd number listed. It was busy and said number has been disconnected. Id call the Fire department to see if they had the police departments number or if they could respond and even they said they never heard of the address or the county the PD number was listed under. I called our 411 info number to see if they had a listing for a police department in that state and town, even one i could call so i could get the run around from them. They didn't have anything, the policy is to try all available options and then continue the list and inform someone to call 911 for us, If we got answering machines we were to leave a message saying we couldn't get a hold of the police and to call us back with an updated working number. We CAN update the number even as entry level operators, so I apologize for that operators mistake they did not care to do their job properly. When we get alarms we can see most of the events that have happened before this one. I've seen operators call the home number then move on to the next alarm, They didn't even call the police or make a comment as to whether they talked to someone at the home with proper authorization. I made sure to tell my supervisor about it but there were so many lazy mistakes that seem small on our end but could be potentially life threatening or at least cause you property damage on the customers. Customers are not taken seriously and neither are the lower staff there, so I know exactly what you have been going through-just from the other side.

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Update by Amby
Oct 25, 2009 9:13 pm EDT

For Jennie Williams, I'm not familiar with the heart monitoring system. My advice would be to call the sales people who sold you the unit add on to your system and see what they can do. I'm not sure what number you have to call but the basic number to reach one of the customer service departments is 1-800-ADT-ASAP which is [protected]. Tell them your problem and make sure they know exactly what you need, If they are unsure tell them you want to talk with a Supervisor and don't give up till you speak with someone who knows exactly what they are doing. Because of the high turnover rate the person you first call could be new and its their first day on the floor. Billing is responsible for canceling service and probably refunds-basically anything to do with the customers money we will transfer to billing (accounts services)to handle and they will try to give you back to us if they don't know either. If after several more days with no success contact a lawyer and press the issue, for some reason ADT really starts to listen when a lawyer and law suit is mentioned. Best of luck and let me know if you are able to get help with this. Im curious to see how long it takes myself. Here is a list of numbers and maybe a link to send an email to someone. http://www.adt.com/customer_service/

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jennie Williams
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Sep 28, 2008 1:18 pm EDT

I am 91 years old and had the heart monitor system attached to the adt system for 3 hours, it never did work. I called to have it removed, I have had the security monitoring system for 10 years, never did know if it really works, however i pay each month. The heart monitoring system is a failed system and no one have come to pick the unit up, now they are billing me for $250.00 I feel that this is fraud, i have placed many calls. but no one has returned my calls, how can i get help and who do I write too, as i am a heart patient. thank you. Jennie

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11:28 am EDT

ADT Security Services adt contracts

BEWARE! ADT Security will have you sign a 5-year contract for business customer the contract looks like an invoice, read all details above where ADT signs not above where you sign. The contract terms also state that after one year ADT has the right to change rates. Believe me they will raise your rates right after that one year is up and there is no getting out of their contract even if the business goes out of business. You will still have to pay them. They are rude in trying to settle anything after you cancel service forget any one treating you with respect. I would never recomment using ADT... Please look around at all your other options. The one time someone did break into our store and we received a call from ADT we were asked if we wanted someone to respond, it was not an automatic and my husband was there well before any ADT rep. Customer Service at ADT is the worst!

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ADT Security Services liars

For all the good opinions, just wait till you want to cancel…

I signed up for ADT when I moved into my new house 4 yrs ago. I already had the security systems installed and I called them asked for monitoring service.

The sales rep came in and signed me for 3 yrs for 34.99/month. He never once mentioned it was a three year contract. I just bought the house and didn't read the fine print carefully...

After a year when I tried to cancel, they told me it's a 3-yr contract and basically told me I deserved it. Not only that, they raised rate on me and told me although I was bound by the contract, the fine prints said they could raise rates any time they wanted.

At last, 3-yr passed and I tried to cancel, they immediately lower the rate to 19.99/month without contract on month-by-month basis, I said OK - big mistake.

After 11 months I tried to cancel again, the representative was very rude and said I was under contract, I said no and he demanded proof. I said you guys told me on the phone last year...

After very lengthy conversation, they finally gave in... But as a FAVOR to me!

It's a terrible experience, they were very nice to sign you up, once you are on the hook, they would try anything and everything to squeeze you... unbelievable practice

I'll never deal with the company again.

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Irate Homeowner
Dupo, US
Jan 03, 2012 8:33 pm EST

I did not get a free system, I was charged a LOT for it. I moved out of my home, and they will not release me from my contract, NOR will they move it to my new home! Instead, I am expected to purchase a NEW system AND sign another 3-year contract. Lousy scoundrels for sure.

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Jack Sp@rrow
Albany, US
Jan 08, 2011 11:36 pm EST

I recently called adt @ the 35 month mark to let them know I did not want to renew my contract. I was offered $19.99 and only committed to 12 months. 01-07-11

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mceltix2000
Cleveland, US
Feb 21, 2010 6:47 am EST

I work as a salesman for a subcontractor of ADT -- I read these pages to better myself as a salesperson -- and for the laughs!

You get FREE EQUIPMENT & activation. What planet do you live on, where you think we can afford to pay for your equipment, and the installer's time (100 bucks), and we can just let you go after 2 months?

If you ask the salesperson we will be pretty up front about it. We have nothing to hide, believe me. You could read the contract too...didn't you find it odd you had to sign a contract if it was month to month?

And for everyone out there reading this: No salesperson or ADT rep will give you a 19.99 monthly term (with or without contract). This is a lie -- It never happened, this person is on crack. I don't care how long you ask, we don't offer it. 23.99 is the minimum -- but only if you are in the armed forces and you pay automatically. (+$2 for paper bill, or +$1 for CC) It's about 35.99 or so for everybody else (with the exception of AARP members who get a discount of 10%)

I'm sorry if I sound rude, but it's 6:00AM and I'm going to spend a couple hours on sunday morning here, reading this nonsense... X-D

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araga
Germantown, US
Dec 02, 2009 12:12 pm EST

ADT is ripping us off in a similar way. we bought a 13 yr old house and since there was ADT system already installed, we had it re-activated. We were never told there was any contract on re-activation for such an old system and I was not careful enough to read all the fine print. Now the system is broke and non-functional since 3 months and we have a monitoring service which includes servicing and yet they said they cannot fix it or replace it. We are being billed $42 every month (the bill rised from $38 when we first got the service) for no service what so ever and I have been trying to have them cancel our contract since past 3 months.
Tricking someone into a contract when we didn't even buy the equipment and not informing us that the system was Sooooooo old is nothing but unfair and shame on ADT for doing this.

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Jim West
myrtle beach, US
Jun 03, 2009 7:25 pm EDT

If you dont READ a contract, shame on you !
How is it a company's fault?
You dont buy a house or car without reading a contract do you?

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JV_Dallas
, US
May 11, 2009 10:05 pm EDT

I have had a similar experience with ADT and was scammed into a 3 year contract by the ADT Salesperson. There is no mention of the contract on the page I was asked to sign. I realized this when I called to cancel and then found that there is a light print about the contract on back of the page. Buyer BEWARE!

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12:13 pm EDT

ADT Security Services service and signage

SO I had an existing ADT system in my new storefront here in Chicago.

I feel was mislead at the time I signed the contract and was told verbally that I would have two motion sensors installed. That is what the sales rep told me. She made everything sound really cheap. I guess I should have had my lawyer present to look over the contract.

The tech came and HE had another set of instructions all together. He told me it would be more money to put the motion sensors in and all he was told to do was activate a pin pad linked to the front door. Mind you I paid my rep up front to secure service and then paid my tech for this bogus install.

What about my back window and my plate glass in the front!? NO PROTECTION?! I called the rep and complained. I ended up paying 200 more bucks to get the motion sensors in so I felt like I had a real security system.

NOW they tell me I can't have a yard sign. I had to email my rep twice to even get her to tell me no. I guess if you aren't paying for anything they don't respond. Is there anything to be said for keeping existing customers happy these days? I guess once a company gets you under contract they don't have to worry about customer service. If I ran my business that way, I wouldn't have a single customer left.

This all makes me furious. I have given them over $300 in installation fees and its something like $40 a month and only residential customers get the yard signs?!

Fine I'll get them on Ebay. Half of what you pay for are those signs and stickers. I am going to give these people almost 800 dollars by the time my contract is up and they can't afford to give me a few yard signs?!

If I would have known I could have had another company activate the existing system cheaper, I would have done that instead.

I will NOT be renewing my contract after it is up nor will I choose ADT for my home security needs. I see now that people all over the UK and US are unhappy with ADT.

I should have done my homework before I called them. I just thought since they are such a big name in security they would have taken care of me. Boy was I wrong.

Michael York,
Chicago

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10:16 am EDT

ADT Security Services poor business transactions

In march i purchased ADT for my home, agreed to a price, and then had it installed. there was an installation fee, couple of other bills, taxes and a couple months up front. Then... my credit card starts getting charged $215.00 in june by a company called defender security for... well... depends on who you talk to. some customer service reps say its for an activation fee. (I paid that up front with ADT by the way), some say defender security is the company that actually got us the deal ( a middle man) so they are just trying to "make their profit".

After countless hours on hold and waiting for them to call me back... i have decided to cancel my deal with them and look elsewhere for security. Tech service had been fine up until the phantom billings and zero response. The people that answer the phones pass you along to each other and then the phone disconnects...

Buyer beware.

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TRob
Tallahassee, US
Feb 07, 2009 7:34 am EST

Well my advice for all signing paperwork for services to be rendered by any security company is to read the terms of the agreement before signing. All companies require some form of contractual term of service. The industry standard is 3 years.

I can understand your frustration with the company because of the sales persons mis-representaion, however neither of you did your due diligence by reviewing the paperwork before signing. ADT does provide a Presidential dispute process where by you can file your dispute and it will go directly to the President of the company. Just call the 800 ADT ASAP number and after going through the residential promps, tell the customer service agent you wish to file a Presidential dispute. JLI did you also sign the installation paperwork that stated your installation was to your satisfaction and that your monitoring service was now active?

So JLI, I would assume you filed your claim with PG&E and got reimbursed, right? The homes value was increased with the alarm system and you qualified for a relocation credit after 6 months as well, right? If you had included the remaining monitoring fees in the sale of the home, you would have automatically met your contractual obligations, and for a period provided the new owners with monitored security as well as qualified to have a new basic system installed in another home absolutely free.

ALL alarm companies have contract termination fees, If your experience with an individual rep has led you to believe he has been less that forthright in your dealings, I recommend you escalate your complaint to the highest level. Most large companies value their customer base and will bend over backwards to provide an exceptional customer service experience. ADT didn't become the oldest, largest and most successful provider of security products and services by adhering to and implementing policies and procedures that dis-service the customer.

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jli
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Jul 30, 2008 9:08 pm EDT

Similar situation I'm in.. I had a surge from PG&E go thru my aunt's home that I was living in and fried every electronic appliance... Including the ADT alarm system.. Keep in mind we've had the service for years and never once turned this system on.. So, finally I called them to get a quotation for a new system so that I can claim PG&E.. They guy told me the system would be $518.. and give me a "quotation", which I stupidly signed, never read the back where it states that it was a 2 year contract.. I was also informed that service won't be activated until after the system is installed and I call in to activate the service.. After they installed the system and was charged the $518. I just never ever heard anything never saw a bill and just assumed I haven't had service.. 7 months later, new tennants who bought the house 4 months ago inform me that the system is still under my name and that I need to call in to cancel it.. I called and I have spoken to 5 different representatives.. the last was a manager that informed me, this is a business we can't waive the $450 termination fee since u signed the contract.. I was sooooo inflamed and mad.. Finally I got a hold of the contract from the real estate agent and sure enough, nothing was stated on the front portion, but all the fine print filling up a full page about a 2 year contract and how there would be this $450 termination fee if I cancel within the first year.. I'm sooooooooo SHOCKED at this situation.. The new tenants don't even want service from them and I'm sure every person that reads this or I tell will never ever deal with such a horrible company.. Also, the "contract" says that they are suppose to send me a bill quarterly and not auto charge my credit card.. They did charge my credit card the first month, and just recently.. which I have yet to see.. To top it all off, they first told me that the person had inputted my contract wrong and placed me as a 5 year contract.. I cannot believe anyone would sign up for a 5 year contract with these people!

ADT Security Services In-depth Review

Overall Rating: 4.5/5

Company Overview: ADT Security Services is a leading provider of home security solutions in the United States. With over 140 years of experience, ADT has established itself as a trusted name in the industry, offering reliable and comprehensive security services to millions of customers.

Services Offered: ADT offers a wide range of services to meet the security needs of both residential and commercial customers. Their services include 24/7 professional monitoring, video surveillance, smart home automation, fire and carbon monoxide detection, and access control systems.

Pricing and Packages: ADT offers various pricing and package options to suit different budgets and requirements. While their prices may be slightly higher compared to some competitors, the quality of their services and the peace of mind they provide make it worth the investment.

Customer Support: ADT is known for its excellent customer support. Their knowledgeable and friendly representatives are available 24/7 to assist customers with any inquiries or issues they may have. Whether it's troubleshooting a technical problem or answering billing questions, ADT's customer support team is always ready to help.

Technology and Equipment: ADT utilizes state-of-the-art technology and equipment to ensure the highest level of security for their customers. From advanced alarm systems to smart home automation devices, ADT's technology is designed to provide seamless integration and enhanced protection.

Installation Process: ADT's installation process is hassle-free and efficient. Their professional technicians handle the entire installation process, ensuring that all equipment is properly set up and functioning correctly. Customers can expect a smooth and seamless installation experience.

Monitoring Services: ADT's monitoring services are top-notch. With their 24/7 professional monitoring, customers can rest assured that their homes or businesses are being monitored round the clock. In the event of an emergency, ADT's monitoring center will promptly alert the appropriate authorities.

Mobile App and Remote Access: ADT offers a user-friendly mobile app that allows customers to remotely access and control their security systems. Whether it's arming/disarming the alarm, checking live video feeds, or receiving real-time notifications, the mobile app provides convenient and easy access to the security system.

Contract Terms and Cancellation Policy: ADT offers flexible contract terms, ranging from 36 to 60 months. While longer contracts may come with lower monthly fees, customers have the option to choose shorter terms if desired. ADT's cancellation policy allows customers to cancel their service within a specified period, although early termination fees may apply.

Reputation and Trustworthiness: ADT has built a strong reputation for its reliability and trustworthiness. With millions of satisfied customers and a long-standing history in the industry, ADT is widely regarded as a reputable and trustworthy security provider.

Additional Features and Integrations: ADT offers additional features and integrations to enhance the overall security experience. These include home automation integrations, such as smart thermostats and lighting control, as well as integration with popular voice assistants like Amazon Alexa and Google Assistant.

User Experience and Interface: ADT's user experience and interface are intuitive and user-friendly. The control panel and mobile app are designed with simplicity in mind, allowing customers to easily navigate and manage their security systems without any technical difficulties.

Pros and Cons:

  • Pros:
    • Reliable and comprehensive security services
    • Excellent customer support
    • State-of-the-art technology and equipment
    • Hassle-free installation process
    • 24/7 professional monitoring
    • User-friendly mobile app with remote access
    • Flexible contract terms
    • Reputable and trustworthy
    • Additional features and integrations
    • Intuitive user experience and interface
  • Cons:
    • Higher pricing compared to some competitors
    • Early termination fees for cancellations

Conclusion and Recommendation: ADT Security Services is a highly recommended choice for those seeking reliable and comprehensive home security solutions. With their excellent customer support, state-of-the-art technology, and reputation for trustworthiness, ADT provides peace of mind and protection for millions of customers across the country.

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