ADT Security Services
reviews and complaints

in 2017 when I purchased my home I had a sales person come by and sell me the home security service. I told this person several times that I needed only a 2 year agreement because o a work contract ( all other service providers only did the 2 year as requested). ADT went and did a 3 year agreement and wasnts $500 to cancel early on something that they lied to me about. The system hasn't worked in over 2 months but they can never get me a tech out and even went as far as saying I should just have a neighbor go to my house if I was at work because they wont come out on a weekend. They continue to charge me for a service they aren't providing and are holding me hostage in a contract that they manipulated and lied about.

I called to cancel service on 3/13/2019 @ 9:32 am, the woman was nasty and would not cancel my service, she told me I had to wait 30 days before canceling, I said I wanted to cancel that day. I asked to talk to her supervisor and she said she was the boss. So, since I called to cancel, I thought it was taken care of on 3/13/19. NO, I had to call back today to make sure it was canceled and I was told no it is active. After being on the phone for 52 minutes I may now be canceled. I told them I want it retroactive to 03/13/19 when I called to cancel and they will not do that. I do not Recommend this company as they tried to lower my payments to stay and I told them if they would have checked in time and again to give me service then I would not have canceled but since you have to call and cancel to get a deal after 11 years with them and all they do is raise the price and never call to update the service its just a money grab company! Pathetic! BUYER BEWATE!

Today is may first, 2019 grover brooks 1188 grand traverse pkwy kissimmee fl. 34747 [protected]@att.net [protected]
When I called adt on nov. 27th, 2018 the only thing I wanted was to alarm 2 pool doors because our 2 great granddaughters ages 1 1/2 and 4 years old were coming for a week at christmas. That was our only priority. I was told no problem. We can do it. I told them when we moved in the alarms were working. An appointment was made for dec. 3rd, 2018. When the agent arrived he asked where the main box was. I told him upstairs. When he returned went to the boxes and cut all of the wires. Then he said they werent working because they had shorted out. Probably when the house was built. I told hiim it was built in 2004 and they were working when we moved in june 2018. Then he said that his box was an expert and could fix anything he called him and set an appointment for saturday dec 8th. At 9am. Well the boss never showed up and never called. I called adt they rescheduled the appt. To dec 15th. Again no show no call. I was getting worried. Christmas was getting closer. Again I called adt. This time I told them that I had to get the doors armed and I mentioned that I had better cancel and call someone who could get the job done
When the boss came out to arm the system he said that he couldnt arm the pool doors because adt keeps people from getting in not leaving. If I was told that I never would have made the first appt. They said that I couldn't cancel. Because I had a contract and the time to cancel had passed. I was so surprised. No mention was made of a contract. And I certainly hadnt signed anything. Since that time I have called adt and been called by
Adt numerous times. They want me to pay 75% of the contract which was obviously signed by computer without my knowledge. When I found that I had a contract I had my wife check our bank account.
The sales agent david brummitt iii took over $100 from our bank account on nov. 27, 2018 which was before the contract
Which is dated dec 3rd was activated.
Since the middle of dec when I found out that fraud had been commited, all I have repeatedly requested is the the equipment that adt installed be removed and picked up by adt. Which is exactly what the agents that finally arrived after christmas told me to say. They all said that they cannot alarm the pool doors.
When our kids arrived during the excitement the 4 year old went through the pool door (no one heard that adt jingle.) all of a sudden her mother screamed sophie's at the pool. They ran and grabbed her. The rest of the visit was very difficult because we knew we wouldnt be able to hear the door open. This summer a longer visit is planned. We have to get those pool doors armed. Please help us someone?

The representative called me was very rude his name is Robert and I would like for them to listen to the recorded message that he spoke to me and someone to return my call in regards to the conversation that he and I had and how rude he was to me and I am trying to get my service relocated to the new address from my old address at 1917 Westview Street Los Angeles California 90016 to my new location at 16429 Landmark Drive Fontana California 92336 my telephone number is [protected] name Della Exum e x u m thank you

ADT vendor Safe Street USA installed the Pulse Home Automation upgrade on June 12, 2018. However, the technician Stephen Hanios did not have the right parts to complete installation. I have been billed since June 2018 to present for the home automation package that is still presently incomplete. I have tried to engage ADT, however the reps just connects me back with Safe Streets USA, however ADT continues to Bill me monthly. I called again on Jan 8th to get an update on why it's taking so long to complete installation and the representative Jamyala took the tone that it is my fault. Jamyala asked why did it take me so long to call them back. Her tone completely dismissive or my concern and just accusatory. After going back and forth and Jamayla not accepting the responsibility that Safe Streets USA failed to follow through, Jamayla finally suggested scheduling another appointment. The appointment was scheduled for Jan 15th, Jamayla said noted for the technician to come late and call. I never received the call, missed call or notification that someone was at my door via my Ring doorbell. I called ADT on 2/4, only to be routed to Safe Street USA. The ADT representative told me they cannot see accounts that have been activated within the last 90 days. I told the representative that my account have been open longer than 90days. She became frustrated and told me I was not listening and that I should call Safe Street USA they are an approved vendor or ADT and only they have access to my account. She the transfers they call. Just my luck it is Jamayla again. Jamayla makes it known that I spoke to her last time. Jamayla is very aggressive from the beginning. She throws accusations saying "you wasn't home when the technician came " I told her the technician never called or stopped by. She said well let me call the technician. After a short hold time, Jamayla rejoins the call starting the technician came by and it was dark. Well dark or not my Ring doorbell will pick up any activity at my door. Jamayla becomes confrontational once again, she states she cannot schedule an appointment, she has to find a technician that has the part. I ask Jamayla about the refund from our conversation on Jan 8th, Jamayla states, I left a message saying we could refund you $28 from Jun 2018- Jan 2019 for your equipment not being online, if you called back and you didn't call back. I told Jamayla I am calling now. She then tells me she would have to have the technician manager call me in the morning to see what they can do then disconnects the call.

My parents passed away and was in process of remodeling house for my son. got ADT service in my name during the remodeling process. as soon as my son moved in we changed the account into his name . i made payment up to that day now for some reason i can not make ADT understand that i am not responsible for payments. my son has made payments since he took over the house. ADT is Not out any money ADT is insistent that i still own the account and want me to pay one year and more in payments when you have already got the payments from my son. if i could post for the world to see i would for GODS sake find another company NEVER USE ADT. Are impossibe to deal with.

My sister got ADT security services sometime in early 2016 after having had Protection 1 for over a decade and then removing it for several reasons one of them being poor customer service. Late 2016 my sister was not keeping well, so we had to move her to our home nearby and since then she has been residing with me. We continued to keep the monitoring services just in case and continued to pay with out any issues.

However in October 2018 since my mother had passed away and my sister was not in a position to be in her home without care, we had decided to stop the services. I had been taking care of all her payments etc. and so I called ADT to let them know that we were going to stop the services and wanted to cancel.
We were renting her home out and the renters did not want the monitoring system.
I was asked by an agent to send an email to a specific address with the details which I did.
No response. I had no idea what had happened and because we had to take my mother's ashes outside of the country I did not have continuous access to the internet.
I got an invoice again for the service, at which point I called internationally and was told to send a letter with a signature to the cancellation department.
This seemed senseless since it was now more than a month since I had requested cancellation. I had also paid for the services although the tenants were there for the month of November 2018 as well.

Upon my return I called and was informed that my cancellation would be from February since they needed a 30 day notice. So apparently my calls and the email to the specific department was not valid nor considered. At this point it seems like ADT wants to continue to harrass and keep charging each month ongoing although these requests for cancellation were very legitimate.

I am very frustrated with ADT and short of going to court for their insistence in paying for three months through Feb. 2019, I seem to have no other options. All this with the account holder who is elderly and unwell and not able to handle these issues.

When I had system installed the technician stated the board needed to be in my bedroom, I wanted it placed downstairs, he stated that wasn't ideal. Fast forward to today and I'm dealing with the having to set and under everyime one of my house members leave or come in, I wanted this system placed downstairs. I called customer service and they were not helpful whatsoever, offered no help. I will not be renewing my contract after dealing with customer service. I feel the technician should have listen to my request. Customer service was horrible and I will not recommend or use this service again

I cancelled my service October 5th, 2018. My last payment should have been October 7th, 2018 as per ADT. Now in January 2019 they are still charging me. I called them to resolve this twice.

They confirmed with me after my last phone call that they would issue a refund that would take up to 10 business days for the November and December payments that should NOT have been taken out of my account. They also said they would ensure payments would stop. Not only have I not received my refund, they are still charging me.

To have my bank stop payment on them, they will charge me a large fee. I want ADT to stop charging me, to refund what they have taken out (three months worth) and I want them to pay for the stop payment fee my bank is going to charge me.

I went online and read other people that they gave the same line of "someone pressed the wrong button". Apparently they do that a lot, and then don't fix it after promising to fix it. For a company I had entrusted in securing my home, they are CROOKS and have stolen my money for the past three months.

Good afternoon
When the sistem. Was signed up, I understood all doors will. Be protected and no one can enter without a sound. We only had attempted outside break inns, suddenly they came into the lounch almost into the bedrooms wasnt it for the dogs, we had to suddenly pay cash for more eyes etc, the security took very long to came out, they ask me if I have a torch for them, entering with nothing, I had to fo outside to unlock gates, 2nd time same night 2hours later, the alarms tripped again, my dogs want to. Eat our doors and destroy the wall, but the security guy doesnt even want to come in, and every time I have to lock my dogs up. I honestly feel. They must remove the sistem, im. Not interested anymore, and I now have to buy panic buttons for when we want to. Come in, and alarm can only be tripped and activated inside the house, past many gates and locks, we will. Be dead by then. How must I forward.
Thank you
Zenta van heerden
[protected]
[protected]@gmail.com

I received and was able to speak with the person from number 904-527-7408 today (9/5/18). She stated that the equipment was not ‘ADT's' equipment. She stated that since it was through an ‘authorized dealer' the previous owner ‘owns' the equipment and so it went with the house when it was sold. Then she asked if I needed help to shut down the system. Did no one actually READ the letter I sent? As I stated in my previous letter:

I recently purchased a new home (address below). This home had ADT equipment installed, but the previous owners had discontinued service. However, the ADT system continued to beep. Then, all of a sudden, on Saturday morning, we woke up to the ADT system alarm sirens blaring! We called ADT in desperation to be able to have someone come out and remove the equipment and stop the siren. The woman on the phone told me I needed to locate the transformer. She stated numerous places it could be. I continued to tell her I could not find it and how do I stop the alarm. She asked me if I had an electrician in the family. No! I do not. I need the alarm off. She said there was nothing she could do unless I wanted to sign up for services. I could not believe she was asking me to sign up for services when the alarm was blaring in the background and I needed it turned off.

I was finally able to get ahold of the previous owner to get the code to enter. However, even though the ADT system was discontinued on ADT's system, I still had to keep entering the code. This is ridiculous!

I had to call an electrician to disconnect the alarm. This was a nightmare and a horrible experience. I am requesting I be reimbursed for the costs of having to have an electrician come to disconnect the alarm ($200). In addition, I am requesting ADT come to remove the equipment or pay me $350 to have the equipment removed by an electrician.

This ADT experience has been a nightmare and I am requesting the above compensation be sent to me.

So, as you can see again, I had to hire an electrician to disarm the equipment! I cannot believe she asked me if I needed help in disarming the equipment. NO! I am requesting the cost of the electrician having to come to the house be reimbursed to me because ADT could not assist me in disarming the equipment!

This ADT experience and the customer service I have been given has been and continues to be a nightmare and I am requesting the above compensation be sent to me.

I am a survivor...I called and was told a less amount than what was billed.

When the installer came I was promised the visa card for $100 I never received it in the mail.

I know nothing of this system and the installer installed a larger system than I was sold. The conversation is recorded? She knew all about my place... The fees are more and the promised Visa card is not here ...Is it a Bait and Switch?

They want me to fill out more papers?

Not easy for an old woman.

But I am a survivor...

An ADT "authorized dealer" contacted my 90 year old mother with his speil about changing her current contract with another security company. She agreed to change to ADT because it would cost less (it was actually $1 and change higher). She would get new equipment which it wasn't, it was an older pad that you had to punch on many times to get the number entered. They programmed her life alert necklace that she already had instead of giving her a new one. The system also had no glass break sensors as her other system had. She changed to ADT without any of our knowledge; we found out after the fact. It turns out ADT was not buying out her contract with her current security company which left her with 2 security company bills. She and I contacted ADT and let them know that she did not need or want their service and that she was canceling her contract. She sent a certified letter informing them she was canceling her contract due to misrepresentation by their certified dealer and it was returned. I have spent a lot of time on the phone with ADT even asking for a supervisor to call me back (which never happened) to resolve the issue. They wanted her to buy out the contract for about $900. We had the automatic payments stopped at her bank. They are still calling and sending her bills. Any company that would prey on an elderly person like this is scum of the lowest order. They know when contacting people that they have a current contract. My mother did not understand that her current contact was not being bought out.

ADT has horrible business practices; preying on the elderly is as low as it gets!

ATD Security Services Canada

To whom it may concern

We had a break-in in our pharmacy located at 193 College St in Toronto on Sunday October 28th at 7:24 am. ADT alerted us to the fact that the alarm had been triggered and I requested the police be called due to the fact that our place of business is a pharmacy. There was never a call made to alert the police. Why did this call not happen?

When I came to the pharmacy at 9:30 am the same morning following the break-in the side window of the pharmacy and back door were broken, some pharmacy furniture was broken and many items were stolen. There were narcotics and other prescription medications among those stolen items. If ADT would have dispatched the police at the time of the break in we would not have had as many dangerous drugs and narcotics stolen from us. Drugs that can kill people on the streets.

I called both police and ADT right after I saw what happened. I informed ADT that their alarm keypad was smashed and the alarm system was out of order.

In spite of this ADT called me on Monday morning to alert me to an issue with the alarm, which they call ‘communication test failure'. I would assume after a break in that a call would not be necessary to alert me to an issue with the alarm. ADT kept calling me every day this past week with the same message. There seems to be a huge lack of communication between departments within your company.

In addition, our system was smashed and inactive for more than 5 days. We are a pharmacy that dispenses narcotics and pharmaceuticals and to be without an alarm for 5 days is completely unacceptable. Why did it take 5 days to get a technician out to repair the alarm? No one even bothered to contact us to let us know exactly when a technician would be showing up after the break-in. I pay for a service and that service was not provided to me for more than 5 days. I am so disappointed in ADT and their services.

I do not want to be charged for the days we were without the alarm. In addition, I want compensation of six months of free service, free alarm system upgrade including security cameras both internal and external.

Again I state that had ADT alerted the police when the alarm went off we would not have incurred the damage and loss we did. It could happen for either of these reasons:

- the original alarm system set up was not done professionally, it allowed the thief(s) to break in with only one sensor being activated and thus as per ADTs policy ADT refused to send the police;

- ADT monitoring station missed multi zone sensors activated signal and thus ADT refused to send the police.

Either scenario is unprofessional and completely unacceptable given I pay you a significant monthly service fee to protect my pharmacy and you claim to be a professional security services company.

Roman Vorotynskiy
Owner-pharmacist
St George Pharmacy
193 College St., Toronto, ON M5T 1P9
Ph.: [protected]

I contacted ADT a couple of weeks ago to have a system installed in my home. I was a previous customer so I was familiar with their company. I was told that I would have to pay 105.00 down to set up an apt and that I would get a little over 2, 000.00 dollars in equipment credit, along with a 100.00 gift card when the system was installed. I was also told that the monthly cost would be 58.00 dollars. So I paid the 105.00 dollars and set up an appointment. This all sounded wonderful until it was time for the installation. The installer (Dave) was awesome and very informative about all of the equipment. Once the system was ready to be activated I was told I needed to pay a 299.00 dollar activation fee. This was NEVER mentioned to me when I spoke with the ADT salesman when I set up the installation appointment. I did not have the funds to pay it so the installer was told to remove the equipment and that they were sorry for not informing me of this when I set up the installation appointment. They said they would look into it but this has caused me to lose a half a days pay and now I have to wait 5-10 days to get my 105.00 dollar refund. This sales practice was very dishonest and misleading and a serious waste of time. I actually felt bad for the installer because he lived 2 hours away and it put him in an awkward situation when he had to request the 299.00 activation fee. Never again!

So the cover to my adt keypad cover broke (it was never sturdy to begin with, but nobody came back to fix it 3 years ago when I complained about it when they first installed my system) it finally broke completely this year to where it won't close. Anyway - I called to see if it's even worth opening up a ticket and if it'll cost me money to have this fixed (it should be under warranty as far as I was told in the beginning by the sales rep 3 years ago!) so they said that part is not covered and that i'd have to pay for the part plus an additional trip fee and labor fee. I understand the trip fee, but the plastic cover? Really? Ok so I said ok give me a complete quote to see if I can afford this to be done. They said sorry we can only give you a quote for the trip fee and what the labor fee is hourly, but the technician will have to quote the part fee when he's at your home. Ummmmmmmmmmmm - no I need to know what this would cost in order to make a decision and see if it's worth paying for. Why on earth do I need the guy to be in my house physically to tell me what the part that he brought with him costs? I need that quote included before he even heads to my house so that I can decide if I want you guys to come or not. Seriously? So they could not answer... And had a "supervisor" call me. That turned out the same. The freaking supervisor was like "duh, ummmm i'm sorry duh we can't give that quote, duh" - I was like are you kidding me? She said yeah... We the only person in the universe that can tell you how much that piece of plastic costs is the technician when he's on his way to your house. Really? So you guys determine what part you need, give it to the technician, they pack up their things... Knowing exactly what part they are replacing for me, but I am not allowed to find out how much this part costs till he's physically in my home? Why? What if I can't afford the damn part or I simply think it's over priced and I don't want the work done. I can't decide that until the technician is at my house? Or course! So that you can charge me the trip fee? And probably whatever else fee for coming to my house? Can anyone make sense? Needless to say I made the "supervisor" feel like a dumb a — , so she said "just talk to the tech when he's on his way to your house and he'll give you the quote, if you don't want the work done, he'll turn around and not go to your house" wow! That's how it works I asked. She said yes ma'am it happens all the time. So I asked for her name and last name in case something happens so I can say she guaranteed that's how this works. So the tech doesn't charge for wasting his time, or I don't want surprise charges for this... And she said... No "we supervisors" are not allowed to give our full name. Wtf! What is this - unbelievable!

Upon moving to Casa Grande I signed up for ADT Security for our home. I called last week to upgrade with two inside cameras and one outside. The corporate technician informed me he had not seen any of our equipment before. I made three calls and found out that ADT contracted with Safe Streets USA for for our installation. We are under a 3 year contract. Shame on me for not paying closer attention. Nor will ADT touch the equipment for one year and Safe Street USA will not honor ADT's quote for the request of additional cameras. I was also told that the equipment looked like Best Buy equipment. I call the complaint line and spoke to Johnathan. He was not helpful in fact he lost his temper and gave me attitude. I've worked in customer service long enough to know a poor hot call champion. I was under the impression that ADT was my security and they stood behind their products. Apparently I was wrong. I was told that I would have to pay $1, 385.29 to cancel my contract. So you tell me what am I to do when your own company does not fix a wrong. I will not recommend your company to any other person and I will blast how unhelpful your were in correcting this issue and how rude your call teams and hot call advocate were. I know my attitude was angry. I did not swear but I feel your company is not standing behind your products or customers.

Horrible - I had a broken ankle so I could not see what "Caleb" from ADT was doing. Every door/window was done VERY SLOPPY. DId not clean latex from the old security system. Did not take all old security sensors off. Put new sensors where ever was the least amount of work for him - no matter how it looks. Sensors on windows are not all put in correct place and go off during thunder storms. ADT corporate will not help . They think that the pictures of the horrible work that I include are "acceptable". If you want your windows and doors to look as horrible as ours, then go with ADT. Rather than make a customer happy over a legitimate issue, they instead *** of the customer so much that writing bad reviews on the internet is the only recourse.

All I want is for them to clean up and reposition 5 windows and 3 doors so it does not look so bad. THEY REFUSE.

First pic - slop left on every window when they could have just installed the new sensor over the old.

Second pic - all windows have sensors on the top of the bottom window - this and one other have it on the front of the window

Third pic - sensor installed in middle of door

Fourth pic - more sloppy work