ADT Security Services
reviews and complaints

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

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

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.

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.

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?

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

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.

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!

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

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..

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.

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!

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.

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!

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.

Since December 2015, I have not had communications between my residential monitoring system and ADT. Both my daughter and I have called to try to resolve this. However, ADT continues to bill me. I called back over 2 weeks ago. I was passed from one dept to another. Finally, speaking to someone in Loyalty, I informed the employee that since my contract expired 3 years ago and I was month to month, I would like to just end the relationship and not pay any other payments since March 2016. I was informed that I was not month to month but in a contract. I asked the employee, to please send to me a signed contract to my email address and home address. Two and half weeks later, I have not received anything but I am being billed. I am concerned that the non payment will miss up my credit. However, I did receive several surveys asking how was my service by the technician that came out to my house. No one has been out to my house. I just want to end this mess without having to pay any more money because I do not have monitoring service with ADT. Please help! I would like to get my home covered with a functional monitoring system.

I called adt on 04-15-16 and requested a Quick connect alarm system, I talked explained to them i recently had it at an old address and it worked wonderfully for i and my husband, We requested for them to cancel the adt pulse, The customer rep Raynard set appointment up for installation on 04-20-16, The tech was supposed to be Daniel, But instead a tech named Matthew that i had a complaint on a year ago almost, Mathew services was bad now and then, I called on 04-20-16 upset about mathew service and requested the regular tech in the begaining named Daniel who adt sent out on 04-21-16, Each and everyone of then assued me the alarm system they a installed was quick connect that i requested, I called complaning on 05-26-16 that the quick connect system is not working right and thats when Rep tells me i have an alarm system called Total security, They decieved me, I'v been calling to talk to someone, They are truely given me the runaround i want to cancel my services if they don't rectify the sisturation They have me on a 3yr contract for something i did not request, I want to take action, What can i do, I and my husband been long time customers and good credit, They are SCAMMERS.

I called to ask about adt — I had been dealing with another security company in the past. I was told I would be able to upgrade my current system for no out of pocket charges and have a monthly charge slightly larger than what I was currently paying but have better service. Someone would be at my home to install on feb 26 between 3 and 6. The person arrived at 4:30 and proceeded to assess the house. He then told me that we needed to convert to a wireless system and he would estimate the costs for me. An hour and a half later h e told me that for $493 outlay we could get the system he recommended. But we had to decide right then and there. We had dinner plans and so he said he'd wait for us to return and get to work on installing. He returned at 9:30 pm to install, but when I left the room he told my husband that we actually needed much, much more than he had told me. He left our house at 11:30 pm.
The next day he returned at 12:30 and explained that we would actually need to spend $1720 to get all that he recommended but he would set it up for 4 payments of $430. He took the rest of the afternoon to install and tried to add a few things that I finally refused. He then said we'd get a reduced bill if we didn't get the whole house alarm with flashing blue light on the exterior of the house.
I asked not to have adt have my credit card on record but to send a bill and I would pay by check.
Today I looked at my credit card bill and the entire $1720 was listed as was another charge for monitoring for $58. This is not what I was told.
My husband and I are 73 years old and I think this was a scam that takes advantage of us.
I called today to register a complaint and was told by a less than congenial agent that I agreed to it, so I had no complaint!
My first dealing with adt have been extremely negative. It is the kind of business that needs attention from attorney general office and bbb.
I hope you can respond positively to this.

Client # [protected]

I contacted ADT is January for a consultation for their services, they were recommended by a friend. They set up an appointment & had to take my bank account details & put a hold of $107 on my account. I don't know why I agreed to that even! So the representative came the next day & he went through the different options & I didn't like what was on offer so I declined the service. I was refunded the $107 but then they took 2 payments from my account. $30.30 on Feb 1st & $34.34 on March 1st. I called them & they say they have no record of these payments & I need to email them my bank statements to prove it. I just emailed them today . It's a disgrace that they can do this!

My husband and I were pricing a new security system as our contract with Guardian expires next month. ADT sales guy made it very easy for us to stay with Guardian Protection. He would not hear a word I said and had to repeat myself several times that we were just comparing prices until our contract is up. He was pushing and asked for my email address so he could lock in an appointment time for a serviceman to come out. He then proceeded to ask for a form of payment for the installation. I told him absolutely not and then I hung up. The next day my Outlook was bombarded with emails from everything you could imagine. Has taken me a week to unsubscribe to all the emails ADT sold my email address to. Do yourself a favor and go with Guardian they are very reputable and when I called to let them know we would be comparison shopping for a system they were cordial and said to just call us back if they want to discuss their services. ADT is nothing but a sales pusher now with no customer service.