ADT Security Services

Lia C.

October 31, 2023

My fees kept increasing every year to beyond new installs and without any equipment upgrades. Eventually it seemed unfair that as a loyal customer I was paying more and more for less security equipment (bells and whistles) in place in my home so I decided I would be better off cancelling and being a new customer for another company or returning to ADT after a period of absence. So now I have called and spoken to someone on 3 different occasions over a 2 month period. Each time, I am told that my service will be cancelled and for some reason it was not processed correctly the previous time I called. Each call takes me over 30 minutes speaking to women who has a huge attitude. Still my service has not been cancelled and I keep getting overdue notices. At this point I will pay anything to just end this relationship. Making it so difficult to cancel seems like a deceptive and unfair business practice.

Veronica A.

October 21, 2023

Response time is great. Customer service is poor. Technician price to come fix their equipment that doesn’t work, is ridiculous. Nor will they try and replace it. If they do, that’s another fee. Tried to cancel my account and needless to say, I’ll be in collections soon. They will argue you down until you just dont feel like it anymore. I will not recommend this company

Richard D.

October 11, 2023

What a bait and switch. I moved and got a flyer about $47.99 a month & no up-front charges outside of the installation (which is negated by a visa gift card). I made this order and confirmed that I did not have a landline and this would not be a problem. Assuming we had a deal in place, they came out here and began installation. They up-sold me to buying more equipment than I needed, no big deal but be prepared for that. However, once he was about 80% through installation he informs me that since I did not have a landline I had to have the upgraded service which costs 52.99 a month. He is insistent that I can call and negotiate this OR that I can cancel within 30 days and have no issues. It’s late on Saturday night and he mentions he is in a hurry numerous times. I let him finish. I call ADT corporate that Monday, they tell me that a third party service had this contract (Defenders) and they could not do anything about it, but I should have 90 days to cancel. I then call Defenders and they give me the run around placing me on hold. Unfortunately I was traveling and did not call back for a few more days. There’s the biggest gotcha: Defenders only lets you cancel within 3 days, and it’s right there in the numerous paged contract that I didn’t thoroughly study–DO NOT BELIEVE A WORD THE INSTALLER TELLS YOU. I am on the hook for 36 months worth of payments at a rate of double what I was quoted. I cannot believe companies like this exist in 2023. Stay away, stay far away. I cannot wait for September 2026.

Teresa W.

October 7, 2023

I cancelled ADT but they contacted me and promised $100.00Visa Card but didn’t tell me i had to pay to get it sent to me plus they promised me a cheaper monitoring monthly plan still do not have now i have another contract that i hate i will never use them again even if i have to pay another company twice what ADT charges. they lie and are no better than any other monitoring company who charges 10x less to monitor

Lisa S.

October 3, 2023

They insist on continuing to charge my DEAD RELATIVES for security on a house that does not even have phone service. As the executor of the estate, I have called them 3 times informing that the person on the bill has been dead for 20 years, and the remaining relatives in the house have also passed. I continue to get bills for a service we do not need and is useless to us as there is no phone connected. It is time for me to get a lawyer involved.

Ali R.

September 21, 2023

I would give 0.00 stars if that was an option here. We have been with ADT for several years. A few days ago I arrived home to an alarm event. All doors were secured and nobody in the home. I called ADT and was being up-sold to a newer system. I was told ADT is the best and that we should upgrade. After the sales pitch I was told that my system was offline for past few weeks. Does ADT not understand what home security is all about? If a system is offline for ANY reason they should be on a call immediately. We have been paying religiously for years and thought ADT was excellent. Do not waste your money or time. When I called to cancel they tried to shove a cancellation fee in my face. I do not appreciate the unprofessional conduct. Also I emailed which is supposedly the President of ADT. Never heard back.

MARY C.

September 19, 2023

November 2023, I signed up for a 3yr contract with ADT home security. June 1, 2023 I moved and had my account transferred to my new address and paid the transfer fee of $100. I have paid my bill early each month and have not missed a payment. I have been harassed with telephone calls since June to collect on my old account from my old address, which was supposed to be transferred. I have talked with ADT’s third party billing company Defenders (Protect Your Home) and they apologized and promised that I would not get another call. I have received a few calls from a collection agency and today a bill in the mail from the collection agency for $1,255.27 DO NOT USE ADT. GO WITH A MORE REPUTABLE COMPANY.

Dawn

September 9, 2023

Georgia Power recommended ADT as a partner and offered a discount if so chose to protect my new home with them. I set up the installation for Saturday July 14th, paid the $100 installation and waited for the tech. The tech arrived and was courteous. However, he wasn?t very knowledgeable. He kept walking outside to call his manager about the basic information. They worked out a deal that added $500 in activation fees for two remote door locks. He said he was new and didn?t have all the supplies plus because we?d just bought the house we hadn?t had the internet installed and he needed the signal to complete the install. I agreed to his return in July 17th to complete the system install. Over the next day my husband and I talked and decided we didn?t want to go through with the system because we felt rushed and wanted to make sure we were making an informed decision. I called ADT early on the morning of the 17th but they were unable to reach the tech before our 9am appointment. I also called the techs personal/work phone and was unable to reach him. He arrived about 9:10am. My husband informed him that we were not going to go through with the install. We asked him to come in and take the equipment that was here. He?d placed three sensors up and the keypad for signal on Saturday. He removed the unit from the wall and popped off the sensors and headed out. I walked in the living room and saw the smoke detector. I called the tech back and asked him to please come back as he left the smoke detector. He returned and took the last of Defenders/ADT equipment. At the time that he left my hom I was on the phone with a manager from Defenders explaining why I did not want the service. He said he would notate the account and I needed to send in the completed form to cancel service to the number located on the form. I followed the instructions. There was a missing signature and a representative left a voicemail that I needed to forward over the same form but add the signature, she stated my account had been cancelled and I would receive a full refund and the billing would stop (hence the need for the form being correctly filled out). I sent the form back in completed on July 18 (my last day to cancel officially). I did not hear back from the representative that the form was received so I called on the 19th. I was told that it was received and my account was cancelled once again. I was also told it would be 30 days before my refund was processed. It is now September 20th and I have been on the phone with countless Defenders representatives, some who are very polite and professional, others who were very rude and solidified my choice not to go with Defenders. However, I am still receiving alerts from my credit card that ADT has tried to process a payment and I have not received a refund. I have received text messages stating call because there is an issue with my account, once I call the representative says they don?t know why I received the text and to ignore it as they haven?t had an opportunity to remove me from the list. Once I began receiving letters stating there was still a signal from my home I called and they said they weren?t sure how if the equipment was all gone. Finally, someone expressed that they needed to investigate my account and get back to me. The notes on the account were contradictory. As a consumer I have no control over the representatives who notate the account. I can only go by what they say to me. NO ONE has gotten back to me after I?ve called three times to find out the status of the investigation. I was told on September 5 that a representative named Aree would get back to me after the last person assigned to review my account did not follow through and to allow 24-48 hours to hear back. I expressed that my family was in mourning and that I?d like to fix the issue and focus on my home. She assured me I would hear back from her as she was a member of management. I have not heard from her and have returned home from the burial to more letters from ADT and new charges from the company. I am at my wits end with this company. I am owed $633.27. Along with any new charges for a system that was never fully installed. I know every conversation was in a recorded line please follow up.

Hailey J.

August 30, 2023

The rep came by my house a couple weeks after I had moved in to discuss getting a system set up and convinced me that i needed one because of the burglaries around the neighborhood. So I let him come in to take a look at the windows and doors. I signed up to get the system under the impression that I had 6 months to change my mind – aka the 6 month money back guarantee. After 2 months of having the system I called to cancel and they advised me that I signed a 36 month contract and that I was obligated to pay them $60 each month. I asked about the money back guarantee and she advised me that the policy only was upheld if there was a technical issue with the system and that a technician needed to be send out 3 times for the same issue in order for them to actually give you your money back. This was not in any communicated from the rep that initially came to my house. The lady on the phone was extremely rude and was not concerned with any issues of mine, only that I had signed the contract. I really feel that I was lured into this contract and now there is no way out. After reading the other complaints on this, it seems to be a common issue with their customers. I am really baffled that this company has an A+ rating on here as there have been multiple complaints about the same thing. DO NOT DO BUSINESS WITH ADT – THEY ARE SCAMMERS ONLY CONCERNED ABOUT TAKING YOUR MONEY.

Sarah G

August 28, 2023

I have had horrible experiences with ADT after the sale of my home and moving to a new location. They were supposed to do a transfer and instead have charged me a cancellation of $448. I had a 3 year contract and was in my second year, paid yearly and on time. They have been completely unwilling to revisit the issue. I and my fiance have called multiple times and they refuse or give the run around. How hard it is it to consider it a transfer?? Now I am getting harassing credit calls because I had hoped I would get this resolved and not have to pay the cancellation. NOT the case and the check is in the mail to keep this off my credit. Meanwhile, we were charged several hundreds to connect ADT at the new house and it was done incorrectly and kept being charged more and more to get it right. I truly hope anyone reading this reconsiders this company. They are not honest and provide no customer service whatsoever. All ADT does is MONITOR, they are not the ones putting in the system. They contract out to 3rd parties who cheat you and have you under their own contract. I would never let these people in my home and if it didn’t cost me thousands to get out from under them, I would buy out my contract and go with another company. Please don’t waste your time with these greedy idiots.

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