ADT Security Services, Inc.

We had ADT for years, and for the most part, the service was fine. The problem we now have is that we cancelled ADT in mid-​December, and we are still being auto charged every month for the service. We call every time we get our new credit card bill, and we have to explain everything each time we call, and we’re told we’ll get a credit. This still has not been resolved. Our service has been cancelled, they are not monitoring our alarm (in fact, the alarm is unplugged), yet they are auto charging our credit card. Can’t they detect that we are unhooked, and then put two and two together, and stop auto charging us? It’s a hassle to have to deal with this time and time again (in December when we called to cancel, in January when we got the next bill and were charged, and now again in February we’ve been charged). It’s not rocket science, ADT, stop charging us for a service that you are no longer providing.

Can I give ADT less than one star? ADT is quite probably the worst company on the planet. Their sales staff will bold face lie to make a sale, their service department will cut corners that could jeopardize your safety (no power to a hardwired smoke detector) and a customer service department who puts in a phone loop for 15 minutes before you are given a real person, and then the real person cannot e-​mail a list of items needed to cancel a contract that was supposed to have been transferred two years ago. Aaaaarrrrrggggghhhhhh! ADT sucks!

I have a problem with an alarm sensor and have to bypass part of my system to activate each time.
The first «agent» I was connected with last Wed, in Atlanta, could only read from a book. Then, supposedly connected me with the local office an put me on hold. 40 minutes later, I hung up and called again. This time I was still in Atlanta, but was given an appt for the next Mon., Which happens to be today. Now, after having to take time off, I received a call at 2:45 PM telling me that: «I’m sorry, but you are going to have to reschedule.» No! You will get a tech out here today. She told me she would have to talk to some one and call me back, which she did after 15 minutexs. A tech is supposed to be here by 4:00. We’ll see.
3:35. According to agent at «
» who called me, our bill, which arrived at 3:25, is paid by adt. Will find out next month if we’re billed for two months.
4:30 tech finally called. Will be here in 20 minutes.
5:15. Tech showed up and finished at 6:40PM

We’ll see how the system works, but getting it installed and on line was a nightmare. The installer had to come twice (he was very friendly, and on time — I’ll give them that!), and then we had a whole series of issues with the connection, with the home office asking the installer questions he had never heard before, me getting calls asking questions I didn’t understand and then being put on hold… It may be a good system once it is finally working, but if I had known how complicated and uphill it would all be, I’d have gone elsewhere.
During installation, the technician had to «call home» FOUR times to finish installation, and had to ask fr my credit care each time. Does anyone know what they’re doing?
And just TRY calling them. Your call is very important to them, but please wait till an operator has the time…
ADT people need some SERIOUS training.

Don’t make the mistake of signing up with these people. I canceled my account received a letter confirming it and stated they would send a final bill. a month later i received a letter from a colection agency for the final 29.00. When I called ADT, they told me it was for fees they had forgot to charge me for from over a year ago. I asked why I never received a bill, their responce was «they don’t do that» ??? I can only assume they did this to teach me lesson for cancelling the service.
Stay away from these bandits — you’ll regret doing business with them

Had a sales person stop by my house and try to advertise in my lawn. Never asked if he could come in to my house just helped himself and repeated that he was not trying to sell anything as walked himself up stairs to try not to sell me something. Couldn’t give me the monthly rate when I asked. Just that experience alone made me not want to look further into services from adt.

Wow, these guys…
I’ve never seen such horrendous service from all sides of a company before, especially one whose motto is «Always There.» We have been under our ADT contract for about a month now, and though we have made repeated efforts to get them to come out and fix their shoddy workmanship, it just doesn’t seem to be something this company can do.
Where to begin? Our camera, which works well enough, was not wired in to our electrical system as is the standard. The technician just plugged it into an outside outlet. So hey, if you guys want to come over and take our stuff, just be sure to unplug the camera first so you don’t get caught on film. He also taped all the sensors to the screens with electrical tape. A couple weeks in, and they are all peeling off from their own weight.
The technician showed up three hours late to perform his services the first time we scheduled it. The second time, he didn’t show up at all. The third time, he was two hours late and didn’t didn’t have the masonry bit for his drill to install our camera, so he left.
Contacting the customer service department helped greatly. They were «very sorry» for our situation, and offered the help of a phone number to call and complain to. Today I got an email telling me they hoped we were satisfied with our service, and that they assumed our problems were fixed. The CSR who emailed said he would be happy to help in any way possible. So I emailed back immediately to ask for his help in getting someone out to fix the problem. Crickets…7 hours later, here I sit, wondering at what point I just call the better business bureau to get out of this ridiculous three year contract. Always There, right?

They’ll pepper new homeowners with letters and door-​to-​door salesmen. Obviously if they’re spending this much on advertising they’re 1) not spending enough on infrastructure, 2) overpriced, or 3) both. Read all the reviews to see why this is a company that should be avoided at all costs.

Wow am I glad I read these reviews! I had scheduled an initial service meeting for May 9, but this gave me pause. I called to cancel the meeting, and after being rerouted five times, the customer service rep has the audacity to say,
«So, you went from wanting to protect your home and family to not caring?» I replied with, «Yes, and I also just went from being cordial to pissed off. Cancel my meeting now.»
Thank goodness I didn’t give them my SSN over the phone when they asked for it (seriously, a SECURITY company wants me to fork over my SSN on a recorded call? Nope!)
I’ll be looking for a better service provider. No thanks, ADT.

Had to tell the sales man to leave due to him being an idiot. As some
One who makes a living reading people’s behaviors this guy should have been a politician. Each time his lips moved another lie rolled out. His idea of where to place sensors was a joke. Anyone who’s investigated a break in knows sliding glass doors are a weak pint of any home. He tried to convince my wife and I that all we needed was a glass break sensor near by. I can defeat most glass doors in less than one min with out breaking the glass, they are easier to open than to break.
There needs to be a –10 button for companies like this.

I’ve called numerous times to speak to a supervisor they tAlked me into another contract and then left me with a product that doesn’t work we’ve had 3 different cameras and 4 techs out for nothing still have no camera keeps saying offline I call they place me on hold for an hour then hang up this has happened numerous times now I’m writing a claim to bbb I also o emailed them 2ce. and still no response do not get any service from them. save your money!!!

Waited 3 weeks for an installment appointment between 8 – 12. Driver finally calls at 11:30 to say he’s not going to make it until 1:00. NEVER CALLS BACK. We call customer service around 2 to complain and didn’t get offered ANY compensation, whatsoever. Cancelled our install. If that’s any indication of how they will treat us as a customer, we don’t want their service. Going elsewhere.

I had a contract with ADT Security Services for three years and I’m trying to cancel my contract which I was told I could as of January 1^st, 2015. However, the only way you can cancel your service is through an 800 number. Funny thing, no one answers your call. I have tried four times today and it’s the same old thing, you hear tiresome music for 20 — 25 minutes interrupted every now and again with a message telling me how important my call is to them…
Do not do business with ADT

The worst customer service. Every employee apparently is told to pass the buck. ADT cancelled the appt I made two weeks ago and they cancelled 2.5 hours into the fiv hour window. I spent hours today trying to reschedule.
DO NOT USE ADT if something else is available

The guy that showed up to do the job came a week before they said he would and he did it with a smile on his face!

The salesperson who came to my door yesterday threatened me, said he hoped my home got broken into, and screamed obscenities at me when I told him I wasn’t interested in his product. Given the reviews here I can only assume he was terribly frustrated at his lack of sales.
Trying to discuss this incident with anyone at ADT who gives a damn was a joke. I was in fact given fake ‘complaint line’ numbers — not once, but two different numbers by two different customer service people. Which leads me to believe it’s a standard practice for handling complaints.
Stay away from these clowns.

I totally agree with the reviews here. There is a reason ADT advertises so much and peppers people with their «offers». They are horrible — one of the worst companies I have ever done business with. They have no interest in keeping their customers happy. I think they figure that if they keep suckering in more people they don’t have to bother with the ones they have.
Oddly enough I had their service without complaint for many years. But when I moved the problems started — charging me more than I was told I owed, double charging my credit card, trying to make me pay for a service call to replace defective equipment that had been installed the previous week and on and on. Finally I cancelled my service and they told me I owe them almost $ 600 to cancel. Now we are battling through a collection agency and I have filed complaints with BBB and the WA attorney general’s office.
DON’T MAKE THE SAME MISTAKE I DID!

Did you sign a one page agreement think it was the complete contract? I found it isn’t. A friend pointed me to the site to download the complete contract (there is a different contract for outside California covering all other states). This is where the penalty clause is. I filed a complaint with the FCC, the AG’s offices in WA, Colorado (where you send your money) & Florida their home office. I believe that the salesmen pulled a fast one by not disclosing the complete contract, AND I believe it negates the contract violating complete disclosure. We’ll see when I get a response from any of the offices I filed with. I skipped BBB as they don’t have any legal recourse & they are on the side of the business.
Emailing them is a waste of time. After analyzing my emails & ADT’s responses, I’m certain they are using software not unlike big companies use to triage resumes. The software picks out key words and the computer generates the response. NO HUMAN INVOLVED. I strongly suspect this same type of software is used by Century Link & Comcast. Same result when sending an email.

Don’t waste your money on ADT! Do not sign a contract! If you have a problem, you will never get a local person, but instead will get a call center, and will be shuttled around until you finally throw your hands up in despair. Nobody knows their ass from a hole in the ground. I had a $ 90 mystery charge in addition to my regular monitoring fee of $ 38/​mo, and after multiple attempts to clear this up, I have decided to just pay it so I cancel my «service» once and for all. But what do you know, it will take 30 days to «process» the cancellation order, so I will have to pay forward for nothing. I had to speak to 3 different departments for this privilege.
Here is a typical exchange from ADT:
Ring, ring, «Hello».
“This is ADT monitoring service. We are getting a blah blah signal from your system.”
(a code that has no translatable meaning)
Me: «What does blah blah mean?»
ADT: «I don’t know, ma’am, you’re just getting a blah blah signal.»
Me: «What should I do about it?»
ADT: «I don’t know, ma’am, I’m just the monitoring service, you’ll have to call the service dept. for that.»
800 number, multiple menus, finally reach service only after first going through «sales» since they were the only dept. that answered.
Me: «I got a call fr ADT alerting me that my system is putting out a blah blah signal, can you tell me what that is?»
ADT: «No ma’am, you’ll have to schedule a service appt. for that. Would you like for me to transfer you to the national service dispatching department?»
And on and on…

Horrifying. The salesperson promised us specific items. The company installed antiquated Broadview equipment (ADT bought Broadview and is phasing out the old equipment). When we realized we got older, soon to be outdated equipment rather than the new «pulse» system advertised online, we demanded we receive what we’d originally asked for and been promised — and paid for. ADT canceled our service without notice to us although we never signed the request for cancelation. The customer service number folks say we must deal with the local office. The local office said we have to deal with the salesman. The salesman (who, remember, promised us an ADT system but arranged for the installation of the old Broadview system in the first place) has not returned our calls. We’ve left 8 messages.
This is the singular worst customer service experience ever. I’m reporting them to the Better Business Bureau and the AG’s office. Avoid ADT, salesman Wally, manager Jensen, and ADT in general. There are few home alarm service options, and it’s appalling that we are being jerked around like this when we are just trying to protect our home. Mind you, it’s not that we don’t want to pay. We paid more than the estimate. And the upgrade to the system we’d originally asked for would have cost more — which we would pay. But at this point we can’t get anyone there to even talk to us.
Do they not want our business? Is business really so good they can basically tell us to go f*** ourselves by refusing to correct the system, and give us what we’re willing to pay for?