Menu
ADT Security Services
ADT Security Services Customer Service Phone, Email, Contacts

ADT Security Services
reviews & complaints

www.adt.com
www.adt.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for ADT Security Services has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of ADT Security Services. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

ADT Security Services reviews & complaints 612

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
1 review
1
4 reviews
Sort by:

Newest ADT Security Services reviews & complaints

ComplaintsBoard
D
11:01 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

ADT Security Services customer service and long term trick

I have been an ADT customer since 2004. I sold my house and moved in Dec 2015. As soon as my house was on the market, ADT was calling me asking where was I moving and talking about moving my service. I moved my services, but was NOT aware that I was also signing a NEW 3 year commitment with ADT. I probably should have read the million word document more, but I would think this is something they would call out OR not even have since I had been a customer the previous 11 years.
Fast forward, I began to see better technology on the market and called to find out I was in a 3 year commitment.
Fast forward to 6/29/2017. I was not sleeping due to bad activity in the area. I called ADT to ask about adding cameras to my system. I was on the phone with the rep, Collin McCray, for over an hour. I explained that the sensors on one of my doors was faulty. I explained that in December 2015 I asked for sensors on my upstairs windows and their installer advised against it. Therefore this call was to 1)add cameras 2)fix the door that was never right 3) install the sensors I requested the first time. This entire 75 min he talked about all the discounts he was giving me blah blah blah. At the end of the 75 min, he said they could install it July 17th...unacceptable I said. BUT I signed up for that appointment and he said he would call me back after his lunch break to find an earlier appointment...NEVER heard from him again. More than 1 time in this 75 min conversation I asked, "will installing the cameras make me sign a new 3 year commitment"..."no it will not, you are doing an addition therefore you will not sign a new contract". This was said MORE than one time. When ADT called the next day to tell me to sign a contract, they also moved my installation up to July 5th. I came back early from vacation, asked a friend to stay at the house so I could go to work during the window, AND left work early for the installation. Guess what is the first thing the installer said...you must sign this 3 year commitment before I install. WHAT? I asked Collin this SEVERAL times and he said I did not need to sign a 3 year contract because it was an addition to my current system. The installer verified with his manager. I then called ADT only to get the 3 year song and they can’t do anything about it. I then tried to file a complaint against Collin since I had his name...no manager is available they said. I asked that they file the complaint and that I expect a response. 1 week later... STILL NOTHING! 18 months is all I have and I PROMISE ADT will not be my security solution. They are sneaky, they are not honest, and they are not responsive.

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
Y
4:12 pm EDT

ADT Security Services complaint adt service

I been helping my friend paying adt service for one year. Cuz she has adt account for two years and I move in. She want cancel adt account but she can't pay cancellation fee for 900. So I took over her account which only one year remained on her account. Today I called to let adt know that I am going to move out the house on september and I don't want to continue service. But they told me the cancellation fee is 900 I need to pay. 1) I never been told that I have three years contract with adt. I thought I just going to finish my friend contract. 2) adt never call me or call police when I have someone come to my house without press password. I don't feel secure 3) and I try to explain my situation to move to china for half year and when I come back I live with my mother at new york which is not my house and my mother don't need any adt service. But he force me to use any way and said if I am not use adt. He will take 900 out of my account directly. I said there is no 900in my account. Please understand my situation and please contact me at [protected] or my email. [protected]@hotmail.com

Read full review of ADT Security Services and 3 comments
Hide full review
3 comments
Add a comment
K
K
Karl rapi
, US
Aug 15, 2017 6:43 pm EDT

ADT is the worst company there is. I am a customer since 2013 and I can not cancel my contract because it is for 5 years. A week ago I discovered that for two years they have not provided the monitoring service but, if they have taken the money monthly from my account, when I called, they said me you have to pay $99 for a technician. He came, but he could not solve the problem and he damaged my internet, I have to call my internet provider and pay for fix it, then another technician came and he changed tow batteries, and fix the problem. he was 45 minutes and I paid him $144 for his job, now the bill is at $ 900, and I don't understand why?, they say the first technician was in my place for a long time and its not thru, Besides, it is not my fault that they have a technician who does not know how to do his job. I do not recommend this company

S
S
susan sambataro coakley
, US
Jul 05, 2017 7:00 pm EDT

The same thing happened to me, but a little different. I've been a customer with ADT since 2011. When I went to pay my comcast bill I noticed they were offering 29.95 a month and free installation on a security system. I called ADT and told them I've been with ADT since 2011 and explained to them what comcast offered me, they said we will match that offer, so I paid ADT $ 29.95 a month for over a year. Then after a few months or so we listed our home but also noticed on the comcast site they were then offering a free outside camera with still a $ 29.95 a month charge, ADT matched that. When ADT sent an employee to install the camera I was busy paying a couple of bills, the employee told me I had to sign, I asked what was I signing and I was told just proof ADT installed an outside camera, ok so I signed it. When I called to see about having ADT we were told even though you bought the system back in 2011 they would only give us a $300.00 credit and being I signed a so called contract I'd have to pay over $600.00, the outcome was, after we sold our home I wound up paying over $400.00 for the same system and $57.00 a month to monitor, they did wave the $600.00, but my monitor fee increased 2 time from what I was paying since 2011 and now even though we transferd the service to our new residence we had to sign a contract fro 3 years. When my 3 years are up ADT will be history, very unprofessional, Vero Beach Florida here and I'm sure they are watching me being I told them I would, I don;t like these companies taking advantage of old customer or any customer .. DO Not Call ADT for anything, my name is Susan, the sales person was out of Orlando, we were taken advantage of and I don;t like it one bit they all lied to us, wow just noticed my first post on this issue is above

S
S
susan sambataro coakley
, US
Jun 20, 2017 4:16 pm EDT

Agree with this complaint, We've been a customer of ADT since 2011, first I was tricked into signing an install on an outside camera being Comcast was offering it ADT matched there price and gave me the camera, but when the install person was leaving and I was busy paying bills he said to me you need to sign this form, because I was busy I asked what is it for. I was told by the ADT employee it was just proof that you now have a camera, the man knew our home was for sale. When our home sold I was told I would have to pay a so called 2 year contract, so the paper I signed wasn't for the camera I was tricked into signing an agreement with ADT for 2 years. We transfered the service to our new address which was never posted on my account. Then we were told because we are considered a new customer our monthly bill doubled from $29.95 a month to $ 57.00 a month and we've been a customer for 7 years. ADT has shown me how unprofessional they really are along with many other Corporate companies, ADT needs to remember if the customer isn't happy they will go somewhere else and that is what I will do when this so called contract is up = besides there are so many new Alarm systems out there today. Plus we even had to pay over $400.00 for the same system we had at out old address and we owned it. Count down time ADT are rip offs in my eyes- like I said the customer will always so somewhere else if not satisfied and I'm pissed off about the entire transaction and the unprofessional attitude with all we had to have deal with since we moved . We are both disabled adults that were taken advantage of by ADT= signed Coakley Vero Beach Fl, I will be posting on this site till my so called contract is done and over with today is 6/20/17

ComplaintsBoard
D
2:09 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

ADT Security Services poor customers service, lack of support and problems cancelling service.

This company is really a joke! Poor management, poor service and you should run away. Look around online and you will find this is a common theme for ADT. I'm joining the masses of unhappy customers.

We were with ADT for 7 years and I wish we had never signed up in the first place. Poor support after they got the 40K check for our business install. Now 7 years later we are trying to cancel the service and after multiple requests over the last 2 momths via Fax, email and phone, the account is still open and they continue to bill me. This is just not acceptable and playing the games of "We never got your request" is just BS.

I often tell friends about my experience with ADT and will never work with them again.

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
M
3:34 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

ADT Security Services adt unauthorized credit charges

I spoke with a customer rep at ADT on or about Feb 3, 2017 the reason for my call was about the special promo for $27.99 ad that was running. I explained to the rep that I was wanted to get a system for my 76 year old mothers house because she lived alone. The rep kept offering all these different add ons and I told her at least 4 different times I only needed the basic's nothing extra, she asked me if my mom had a landline I told her she didn't. I asked her is there a different price she said NO. After speaking with the rep for about 30 mins, I decided to set up for and appointment with the understanding that she was getting the $27.99 service. Once the tech got to my mothers house myself and my mother were present. The tech started offering all these add ons again we both refused all of them. I told him she was to only get the basic system. I told him I had to leave and get back to work. I ask him could I go ahead and sign any paperwork, he stated I couldn't sign until he was done. I ask him could my mom sign for me. after I left the tech had her sign a document putting us under contract for $52.99 a month. the first bill that was sent to my moms house was for $78.98 for Feb and Mar. 2017 upon seeing the bill in April I called customer service to discuss the matter. I spoke with a rep and a supervisor. The supervisor was very rude she told me it was passed the 60 days, which it wasn't and I couldn't get out of the contract. I requested to speak with her supervisor, she kept tell me, that he was going to tell me the same thing. I told her/ ask her to pull the tape form when, I called in she refused each time. I feel this contract is unethical and should not be held responsible.

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
D
11:55 am EDT

ADT Security Services unauthorized credit card charges

called to inquire about home security system special of $27.99 and schedule appt. for someone to come out and explain details. They gave me a date and asked what credit card I would be using. Did not realize they would be charging my account without even coming out or if I would be getting service. After coming out and I took the $27.99 package they charged me (the next day) for 83.87. Office had called me to tell me my first bill would be prorated for the month of March and April's bill approximately $40.00 plus dollars. I guess they charged for upgraded service, which I did not sign for. I will not be recommending your company.

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
F
1:07 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

ADT Security Services secure your contractor not completing job

Hennie from secure you have taken his money and does not come out to fix some issues we are having. When we call him, he either dont pick up, make an appointment and dont pitch as agreed upon or lie to us. We have had enough. If hennie does not fix the issue within the next week we will cancel our contract with adt. This is very bad service and reflects to adt. I will never recomend adt to anyone due to their incompetent contractors. This is going on from november, we are in march. Our alarm system only works partially and we have to bypass sensors other wise the alarm wont arm. What is the use then.. Right now we are wauting for Hennie. He is 2 hours late and does not even call to reschedule. USELESS

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
S
4:18 pm EST

ADT Security Services customer service and contracts

I have been an adt customer for 11years and 3 months without an issue and had some late payments phone calls and email in the past few months which got quite irritating as I made multiple efforts to pay, I felt hassled by the billing the department to the point of deciding your company services were no longer needed and that I should investigate the market for a more competitive security provider. About 1-2 yrs ago your company told me due to changes in the local internet I had to have an upgrade in order to continue service. I was not informed verbally this came with continued contract until 2019. When i've challenged this i've been told I owe this accompany 1100 dollars for early termination. One of your customer services agents actually laughed at me when I acknowledged that I had not read the entire contract. I agree one should be upheld to contracts made verbal or otherwise but I think many people do not fully read a 22 page microprint contract and that the customer service agent who put these upgrades in my home should have been more open and forth coming about this. Right or wrong about these arguments, I think to have someone laugh in my face is inexcusable and insulting and I feel deeply humiliated. If these are standards of professionalism that your company chooses to stand by I have no wish to continue any further interaction what so ever. I will let my fellow customers and citizens of this great nation know to avoid dealings with this company and why
Sincerely steven cole

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
K
4:26 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

ADT Security Services unable to cancel service

After nearly 20 years with adt security services I called to cancel the service. I was informed that I needed the code provide at installation to cancel the service over the phone. Adt promised to send the code in the mail three times so I could cancel the service. I am still waiting to receive the code in the mail and adt keeps charging my account the monthly service fee. Adt's bill now reflects the account is past due and subject to being sent to a collection agency will notify credit bureaus about delinquency.

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
A
4:29 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

ADT Security Services unprofessional-liars-fraud

So I called ADT thought they are biggest security company, they agreed to me on pricing and offers, next day ADT tech came in she rip off all my existing equipment I specifically asked her again and again are you going to offer me same deal she always said yes and took my panle off hook her system and then came back to me with tottaly different price and then she started saying that I just came here for install I have no idea what you signed up for and this is price you need to pay which is more than double the price which they commited, I said no she just took her equipment and walked away without putting my system back saying I am not going to do it, and now I am in a situation where my existing system doesnot work and wiring all come out

They are fraud, liers, unethical I dont have words to say how bad they are, Please be careful with them dont let them touch your system without anything in written.

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
S
10:06 pm EST

ADT Security Services billed for a month after the request disconnect date.

January 5, 2017 I asked that my service be canceled after twenty seven years. I was advise that it would take thirty day to complete, there has to be a way to stop billing when requested. Charges are billed in full upon when installation not thirty day after, this is a rip off. Surely there is a way to stop my billing . Why should I pay for your inability to determinate in a timely manner?

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
A
9:45 am EST
Verified customer This complaint was posted by a verified customer. Learn more

ADT Security Services service

I installed ADT on June 8, 2016. I asked for the special landline connection for $27.99. When technician arrived, he advised that the keypad needed to be where the phone line was connect, which was with the Modem, in my master bedroom. I was not happy with that, and asked him not to install it. He began to whine about him driving over 2 hours and now wouldnt get paid. So I allowed it. It has been a nightmare having the keypad in our bedroom. I called ADT, they advise they could install a Cel-guard, but they couldnt seem to do an order, took over 2 hours and 11 agents, that I got frustrated and hung up. I called again, and finally asked for an upgrade to add the cel-guard. The order was placed, and today I receive a call stating it will be waived for the cel-guard, but I will be charged $123 for the 1st 30 minutes, then $31 dlls an hour plus a fee for the trip because my area is not a service area.

Im extremely so disappointed. I expected very good customer service, and to help me out, since the error was on behalf of the technician.

This is the complaint department, I am asking what can be done, to take care of this annoying situation, without having me pickup the expense.

Please Advise
Angie Trevino
[protected]
Laredo TX 78045

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
J
8:00 am EST
Verified customer This complaint was posted by a verified customer. Learn more

ADT Security Services home security

In early 2015 we had adt come out and install a system in our home. We were oversold and told that we wouldn't be charged for some of the items. The installer put sensors on the very small windows above the shower that even a child couldn't fir through. Some of the sensors fell off and others were on such that I couldn't get them off to move them. Then it stopped working complexly but they continued to charge me over $60 a month for a non-existent service.
I finally had enough and cancelled my account and ended up paying over $500 just to cancel it. I was told they would charge my credit card but all they did was try and charge my for another month. Then I received a letter with the bill telling me that if I didn't pay they would turn me over to a collection agency.
I went to the adt website and paid.
We were lied to about the system and charges and sold a system that was much more than we needed that stopped working.
I would like a refund of the cancellation money I had to pay and I would like adt to look into their sales force.

Read full review of ADT Security Services and 1 comment
Hide full review
1 comment
Add a comment
O
O
Onlnr
, US
Dec 03, 2016 10:35 am EST
Verified customer This comment was posted by a verified customer. Learn more

call your credit card company and tell them you want to dispute the charges. In addition write a letter to the credit card company or bank with a cc to ADT advising them, (the bank) that as of a certain date forward, you are not authorizng any charges on your account for ADT.

ComplaintsBoard
P
5:02 pm EST

ADT Security Services equipment installed for security

The equipment on the website was supposed to be in the 800 plus range installed but when the tech arrived he stated there would have to be an additional 400 dollars plus to cover additional equipment. Now ADT has charged 4 times that amount and there is no written contract for that amount and also the tech stated it would be the 400 plus that I agreed upon!

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
R
4:18 pm EDT

ADT Security Services equipment malfunction, false advertising

I've had ADT for two months. Sincé installation one of the motion sensors had problems. The same sensor has given a false alarm four times in a two month period without the alarm turned on. I contacted customer service about this issue and they have poor customer service, they have sent two technicians to fix the problem, they blame each other for the problem. I called ADT to cancel the service and they refused to cancel even though they advertise to have a penalty free cancelation if customer is not satisfied with the service in the first six months of usage. The customer service are making fun of this situation, they are asking for me to pay the whole two year contract. I talked with the sales representative that

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
B
3:35 pm EDT

ADT Security Services cancellation fee

ADT installed my one motion sensor in my one bedroom apartment in 2004 I had the service for 2 yrs. I called and cancelled the service because I moved. I paid my final bill and gave they a forwarding address and no one said anything about a cancellation fee.
Now I find out that they charged me $418.00 on my credit report in collections... It should be against the law for companies to scam people and the prey on the poor that don't have the resources to fight back..

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
Z
7:39 pm EDT

ADT Security Services wrong information about the cancellation policy

I am desperate to write that ADT has poor customer care. They provided wrong information and refused to cancel my registration with them.
On March 23, Agent, sean Cronin provided services, he clearly described that it is the promotion deal and can be discontinued any time within 6 months. After 6 month, company will make it permanent after giving you a call and confirming from you. There will be no cancellation fees.
No one called me, i called them on before the completion of 6 months' trial. I called at ADT, they referred me to Intel. They kept me rolling from one number to other and no one responded as it should be.
On September 26, Cancellation manager Steven called at 11.06 AM EST and behaved rudely. He not only insulted me but also threatened me to send my case to recovery department. I am a heart patient and this threat and bulling attitude wrecked my nerves. Is their any one who can stop such a rude people who has no respect and integrity for others?
Being a Canadian citizen, i have right to be treated respectfully. I want to discontinue the services.

Read full review of ADT Security Services
Update by zahida khanum
Oct 01, 2016 7:42 pm EDT

Depressed, stressed, annoyed. Never recommend to community.

Hide full review
ComplaintsBoard
K
8:26 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

ADT Security Services installation damages that were never complete

ADT showed up at my home without calling first as I asked. We got to the home around 5:30 pm. My husband asked the technician how long would it take and would they be done by 9pm, the tech said yes before that. They were not finished at 9:30 pm, I told them we have to leave to get our kids, at first they refused to leave saying they can't leave, I said yes you can it's almost 10pm and we have to get our kids unless ADT is paying $25 late fee to the babysitter, after going back and forth with the tech, I finally called ADT to report that it don't take almost 5 hours to set up this system and if it does they need to come back like I originally told the tech, but he told me NO! He had other appts. the next day. The ADT rep on the phone asked me to put them on the phone, I did...then he gave me the phone back. I said to the tech, Ok now what and he says he's going to finish the job, I said I need to leave and get my kids AGAIN! I went back to the rep on the phone and asked what is going on, he said he didn't know and he was calling the tech's supervisor, well the supervisor said if they leave they have to rip the equipment out of the walls because they can't leave it, I said they ain't ripping my damn wall up, ADT will pay for whatever they damage, then he says they would need to take the equipment and I said well why can't they just leave it and come back, now he told me OK, but after talking to the tech, the tech told me no, he can't leave anything and they left holes and various wires hanging out the wall, insulation all over our just professionally cleaned carpets, they disconnected our phone lines, we have no phone service because of whatever they did on Aug.26, it's just horrible, I called ADT the next day so they can have someone come out to fix my phone line that they messed up and come get all these hanging wires they left coming out of my wall and the lady told me I need to call the phone company to fix the phone that ADT disconnected and I need to file a complaint with the Loyalty Dept. for the holes and wires they left, which was close that day (Saturday) and she said she will have them call me on Monday which is BS it's 11 am now, I should of been one of the first calls they made! NOT! I will send this to ever ADT center, customer service email, management, Corp. BBB and wherever else I can send this, with all the pictures I took showing the damage and the tech's can of Monster Juice he left on my counter! This is BAD BUSINESS! ADT should be shame! Meanwhile I'm stuck with NO phone service, wires hanging around my house and ceiling and holes in my walls!

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
T
12:50 am EDT

ADT Security Services home security monitoring

ADT-Protectron installed defective equipment in my home which would not alert their monitoring centre in case of break-in/fire. Rather than fix the equipment, their customer service department continually postponed service tech visits for month after month. After paying $53/month with zero service provided, I left the company. I switched to a company that charges 20% off ADT-Protectron's cost, with a far higher service standard. Large company; out of touch.

However, nice stickers and fridge magnets.

Be cautious with ADT-Protectron.

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
M
6:39 am EDT

ADT Security Services Home security

Terrible company! Horrible customer service! Back in April of 2016 I called to get a home security system installed in my home which I was moving into in June of 2016. I explained to the sales rep the layout of my house and how many windows and doors would require a sensor to get the best protection for my home. He advised me that he would be happy to put in the order, and I picked an install date. On June 11th the installation tech came to my house without all the equipment agreed on in April. When I asked him about it he advised me that the sales rep had put in an order for a system upgrade and used the info from the existing system which was owned by the previous owners, and did not put in the order as a new customer. I was rather surprised by this and said that I would follow up with the sales rep. The sales rep, Greg called me that same day and apologized for HIS error and proceed to tell me that if I wanted the equipment originally agreed upon with my 5 year commitment then I would need to pay an additional $350.

On June 15th, four days after the install of the equipment I called to cancel and have the equipment removed. As I was within my 10 day buyers remorse period this should not have been a problem. I spoke to someone who confirmed that the order for the cancellation was put through and I would receive a call within 48 hours from the installations department to schedule a date for the tech to come in and remove the equipment.

On June 17th, 2 days after the cancellation I called back and spoke to Joel who advised me that the cancellation order had not been "approved" but that it would be cancelled as requested. I requested to speak to a supervisor who further confirmed that the cancellation request had been ordered, and then he put me through to installations to set a date to have the equipment removed.

On June 23rd, I had a tech come in and remove the equipment, and on the same day I received a bill for 2.5 months of invoicing! When I called the billing department they advised me that an order for a cancellation had NOT been put through! 4 calls and an abundance of time wasted, and not one person had done their job but promised me on several occasions that they had!

On June 24th, I spoke to someone in cancellations who confirmed that an order for cancelling had not been put through, and that he would take care of it. I called him at 9:00 am and as of 9:33 am all I've received is poor customer service, reps that will tell you anything to get you off the phone, and I am now waiting for yet another phone call from their Sales Department because apparently this is a process to cancel your service!

This has been by far the worst experience I've ever had with any company, and I highly suggest that nobody goes to them for their home security needs. There are 100% better companies out there!

Read full review of ADT Security Services
Hide full review
ComplaintsBoard
A
12:45 pm EDT

ADT Security Services security system

To whom this may concern:
We purchased adt from protect your home in 2015 with the intention of moving sometime the following year. With the original purchase we were told there is no cost to the first move and that is where problems began.
Listing of service issues:
1) moving issues:
A) called nov. 2015 too schedule the move for late dec. 2015. The call was too schedule removal and install of system. We were asked to call back closer to our move date and give at least a 48-72 hour window from our call date to make sure someone would be able to come out. We called on dec. 19th and were informed the earliest they could come out was jan. 9 2016. On dec. 21st. We explained to the moving center that we had already given notice and the landlord had new tenants scheduled to move in first week of jan. 2016, so we had to get a date before jan. 1st..
B) we were told that due to the holiday's no one was available until jan. 9th 2016. I made several phone calls after that trying to schedule the removal and install before jan. 2016, the operator that I spoke with dec.21st. Said I should know that everyone takes time off during the holiday's and then giggled saying I should understand.
C) on dec. 24th we finally got it scheduled for dec. 31st and that would be the removal of the system only. I agreed and the install was then rescheduled for jan.11 2016.
2) billing issues:
A) we were told and per the contract that the same credit card used to pay for the move would also be used for any additional charges. Examples: additional equipment purchases, change of monitoring services and so on. We agreed to these terms and continued moving forward with the remove and install. We paid the $99 plus taxes with our credit card ending in 9756.
B) they billed the wrong credit card on dec. 31st. For a carbon monoxide monitor we added to our equipment. We do not know who's or whom credit card was billed, but we were blamed for giving the wrong credit card information and then accused of fraud by your collections dept. We let them know that they we were told and per their contract that they (Protect your home) would be using the same credit card for the move to charge us any additional services or equipment added. We spoke to jesus in collections on jan. 21, 2016 and he went through the file and apologized saying it was an error on protect your home part and he would fix it and charged our card ending in 9756 for $306.63 on jan. 21, 2016.
C) on jan. 28, 2016 we were billed $635.82 by adt monitoring service for the old house we lived in back in 2015. We called adt on jan. 28th asking for an explanation. After going through the records they realized a mistake was made and stated that protect your home personnel did not turn in the paperwork for the move so, they still had our old location listed as active. We let them know that on jan. 22nd. We paid the monitoring service in full for our new home. They apologized and reimbursed our credit card ending in 9756 on feb. 9, 2016. Again, making the statement that protect your home has still not turned in the paperwork.
D) on dec. 31, 2015 we added and purchased a carbon monoxide monitor. Please refer to 2-b. On feb. 11, 2016 I was credited back $306.63 on our credit card ending in 9756. I called several times asking why and was told every time that I had requested back. I tried to no end to explain the confusion that occurred back on dec. 31, 2015. I even let them know that jesus in collections understood what happened and apologized. But the customer service representatives said they could not see or understand why I was calling if I got my money back. We owed you protect your home this money. But again, no one wanted to hear the truth.
E) on apr. 12, 2016 we got a rude and harassing phone call from home protection collections dept. After several attempts to explain what happened on dec. 31, 2015 with the carbon monoxide monitor. I finally gave up and asked for a manager. The lady we spoke to said she was jesus's supervisor so she would not need to speak with him as she had all the information in front of her. The manger listened and understood me. She apologized for the issue's we have had with protect your home and I paid the $306.63 we owed.
F) on may 27, 2016 we received a bill from adt monitoring services. I called and asked what was going on, as we had canceled our contract and paid it in full in the sum of $1022.82. After explaining in depth and the young lady from adt having to call home protection to verify that I had indeed bought out the contract she noted the account and waived the bill for the $543.88. Again, stating what other adt reps. Had stated in the past “protect your home has not turned in the paperwork stating it has been cancelled and paid off in full”.
3) service issues and equipment issues:
A) after calling to set up a move date and accommodating both verbal and contractual agreements dec. 31, 2015 was supposed to be for removal only of equipment. Well, when the guys arrived and removed the equipment they decided that they did not want to return to install on jan. 9, 2016 or jan. 11, 2016. So, while I was moving furniture from the old house to the new house the installers asked my daughter to let them install on dec. 31, 2015, stating that it was their vacation day and they had to come out and that they would appreciate it if she would allow them to install. So my daughter called into work and took half a day off without pay to accommodate protect your home employees.
B) we purchased a carbon monoxide monitor which was to be installed in my son’s bedroom near the propane water heater as we had no other propane gas appliance’s in any other area of the home. They instead installed it in the kitchen after the installer called stating that we do not need a carbon monoxide monitor. I explained that the home was older and the water heater was in my son’s room so it needed to be installed in that room.
C) we checked the box to waive the how to learn the system as we already knew how to use it. We had the system since jan. 2015. We were not being monitored from dec. 31, 2015 – jan. 9, 2016 because adt stated that protect your home personnel had not turned in the paperwork. Adt offered to give us a free month of monitoring service which, we declined.
D) we called several times to get the carbon monoxide monitor moved. We were told that if I moved it and an accident or injury occurred that it would be my fault as I was not a certified protect your home installer. I understood and thought we had scheduled it for jan. 15, 2016. But on jan. 21, 2016, when no one had shown up I called and they said that we had never scheduled a carbon monoxide monitor to be moved only a problem with the glass breaker was scheduled and that was to be done on jan. 25, 2016 so, jesus in protect your home billing/collections dept. Said he would add it to the work order and it would be handled the same day as the glass breaker issue. Only the glass breaker issue was resolved. The tech stated that he could only do work that was scheduled on his work order and could do nothing else so we had to schedule a new appointment for the carbon monoxide monitor.
E) we called numerous times asking to speak to a manager, supervisor or the loyalty dept. And were given several excuses why we could not speak to one:
1) no managers are available at this time
2) we will email a manager to call you in 48-hours
3) managers have no authority to do anything differently than what we can do
4) left 3 messages on a manager’s voicemail too please call us back.
5) loyalty dept. Will call you in 48-hours
6) loyalty dept. Is backed logged almost 2 months so just pay what you owe and then you can work it out with them with any issues you have.

Read full review of ADT Security Services
Hide full review

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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact ADT Security Services customer service

Phone numbers

+1 (800) 884-4226 +1 (800) 521-1734 More phone numbers

Website

www.adt.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with ADT Security Services?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with ADT Security Services Customer Service. Initial ADT Security Services complaints should be directed to their team directly. You can find contact details for ADT Security Services above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about ADT Security Services. Discuss the issues you have had with ADT Security Services and work with their customer service team to find a resolution.