On September 26, I had a video doorbell installed by my front door by ADT for $214.00 extra. My HOA pays for the rest of the security system. ADT assured me that the video doorbell would be fully functional and add to the security of my home. The internal battery immediately began draining power and became useless. I called ADT and they sent a technician to investigate the problem. The technician said that the problem is that the existing doorbell transformer is not sufficient to operate the ADT video doorbell. It needs 18-24v of electricity and my transformer only provides 11v. I told him that ADT should have told me this before installation. He said I would need an electrician to install a larger transformer. They don't do that. I called a few electricians and was told that it would be at least another $200.00 to install a new adequate transformer. I had another service call for a second opinion. This technician confirmed the problem. I then called ADT and asked them to remove the doorbell and reconnect my old doorbell. They refused to schedule an appointment for this. They said to call my HOA for a refund. I called my credit card company and disputed the charges. I'm still waiting for a satisfactory resolution. I have no functional doorbell. The credit card company gave me a conditional credit. I would not recommend ADT to anyone because of their total lack of customer service. read more

ADT - Video doorbell - Security Systems Near Me - Boca Raton, Florida

I would avoid ADT. I haven't had working service for 18 months. It is impossible to contact customer service without waiting at least one hour. When they do answer, be prepared to pay extraordinary costs for service and hardware if you want a problem resolved. This is by far the worst company I have ever encountered from a home services perspective. I would recommend newer startups that are more reasonable in price, offer better technology, and have a reliable customer service department. read more

I have been a customer for over 25 years and finally switched providers. ADT keeps raising it's prices and reducing its services. For an alarm event, they automatically text now (instead of calling) which would be fine, but they text down the list quickly and often in the wrong order and people who aren't home don't know how to respond to the text???... so there is a big communication jumble as respondents try to see if there is a problem. If it were an ADT person calling like in the past, whoever they call could tell them who may be home/who to check with. If you call them or want to stop a false alarm, you have to wait through a long list of menu options to get to a person. They used to have a first option of "if you are experiencing and alarm event..." They will not upgrade equipment for free (even after so many years with them and I figure about $15K spent!) Rival companies are happy to do that! AND TO TOP IT OFF... "their policy" is to charge for 30 days AFTER you cancel service with them!!!! Their customer service has decidedly declined over the years... read more

ADT has made it impossible to cancel their service. I have tried for four months and they continue to bill. Whenever I have called, I am told I need to talk to their account management department and they do not answer their phone. I've waited on line numerous times - waiting 20 and 25 minutes at a time. I am forced to contact an attorney to get this handled on my behalf. read more

I am writing this letter in true disgust over the service I never received. I have been a customer of Protection One/ ADT for several years. I phoned on 9/13/2023 to have a technician come out to repair some wiring on my home alarm panel. A technician was scheduled to come to my residence on 9/19/2023, between the hours of 8 A.M. and 12 P.M. I rearranged my schedule so I could be home when the technician arrived. At approximately 10:50 A.M. I received a call from ADT stating that the technician had called in sick, and that I would have to reschedule my appointment for another day. I'm relatively sure that this technician is not the first one to ever call in sick. I would think that a company of this magnitude would have some sort of contingency plan in place to overcome an obstacle of the nature. Unfortunately my schedule is extremely busy the next few days, and even more busy since I had to rearrange my schedule for today in anticipation of the technician coming. I rescheduled my appointment for 9/22/2023. Shortly thereafter I realized I was not available on that day. I called back to see if another technician could come to my home later in the day on 9/19/2023. I'm sure this was not the first time a technician has called in sick and that person is not the only technician in the area. The young lady I spoke to placed me on an extended hold and when she returned to the phone, I was told there were no other technicians available the entire day. At that point I requested to speak to a supervisor. After a yet longer extended wait the same lady came back on the line and said she had spoken with the supervisor, and was told to offer me a $25.00 discount on my next bill. I was not attempting to get any type of discount. What I needed was a technician to come to my home. I was finally able to speak to a supervisor and I explained my dilemma to her. She had me hold on then returned to the phone and told me she could not have a technician come out on the scheduled day. My first question to her was why I would not get informed the day before or earlier on the scheduled day that the technician had called in sick. I'm pretty sure the technician called in a lot earlier than 10:50 A.M. (the time I was notified). Running a business in this manner is totally unacceptable. I unnecessarily rearranged my schedule so I could be home when the technician arrived. The way I was treated was like my business and longevity was of no big concern and that my business over the years was not valued. That certainly a poor way to run a company who is supposed to be here to meet the paying customer's needs. I felt that my business is not appreciated. I decided that since I am not a valued customer to Protection One/ADT, that I will discontinue my service. I have already contacted Vivint and set up for a technician to come set up a security system. I will see if they are more receptive and will appreciate my business. read more

Company is highly disorganized. I have spent many hours as a customer trying to resolve problems they have created. Their customer service representatives are not properly trained and say whatever they want. They don't really care about their customers and just want to keep you for the recurring revenue. Recommend looking at other security companies who offer the same services for less and care about doing what's right for their customer. read more

Firing the representative who spoke to me in a terrible manner. I've sent emails to Ashley devries and a big 50 devries numerous times and no response. Please let me share my letter. Approximately on July 25, 2024, I scheduled an appointment for Saturday August 17, 2024, between the hours of 8:00 am - 12:00 pm to have two pads updated since I got rid of my home phone and Wi-Fi. I also requested if an earlier date on August 10 becomes available that I would take that. On Wednesday August 14, spoke with a representative confirming that the order was ready for my scheduled appointment, the representative went over my ticket with two pads and confirmed, I'm set for August 17, 2024. On Saturday August 17, I received an email around 9:02 am asking to confirm my appointment. Thought this was odd since my window was 8:00 am - 12:00 pm. I called and was informed my appointment was cancelled, the representative stated, "We were unable to reach you on Friday therefore, your appointment was canceled." I stated this is the reason for the change my home phone is gone. I mentioned that l gave both representatives my cell phone number at scheduling the appointment and on Wednesday. I asked why ADT accepted money for this appointment, just to cancel it. I was unaware a confirmation would keep a schedule appointment; after my money was taken. I requested to speak with a manager, the representative was able to convey the situation with the manager who submitted an appointment for August 17, between 1:00 pm - 5:00 pm. At 11:48 am I received a call from Henry Bonilla phone number 240-614-4072, who stated, "your appointment has been canceled, we are not coming". I said hello, why are you just talking over me like a run on sentence? I'm trying to explain a new appointment for this afternoon was scheduled, the representative said, "if you would be quiet and listen". What? "Be quiet and listen. I can tell you that afternoon appointment is canceled as well". asked who do you think your talking to? You have terrible customer service skills and should never be allowed to deal with customers. You never tell a customer to be quiet and just listen. I asked, who is your manager? "I don't have a manger". What is your name and spell it out, is this number your office or cell? What is your managers name, where is he located? "Manager Jeff Barber manager in multi offices". You need training and should never be a supervisor, manager or an employee of ADT, your skills suck! Never tell a customer to shut up! "You need to schedule now, for Tuesday". I said for Tuesday? You need to back up, because I might leave this company. I was unable to talk about this situation at the time but wrote it down. Since this happened, I've had numerous deaths and sickness in the family however, needed to figure out how to move forward with or without ADT. I've been a customer over Seventeen years and never had a representative speak to me like this. I'm FLABBERGASTED! OUTRAGED! I'm still in disbelief the way a representative spoke to me. If this is your ethics for a company, then I'm out. read more

I wouldn't give them this but I wanted to do a review. I didn't have the service but sold my folks home and tried to cancel the service so the new owners can start. Comes with their development. . I was on the phone for over an hour and a half. I would explain about cancelling they would take information and then say ok hold and switch me to someone else. This happened nine times and then they hung up on me. I then asked for someone to call me regarding this and they said by ten last night no one called. Customer service sucks no one seems to know how to do anything or how to help you. read more

I have been an ADT customer since 1996. I own a building and have used their security systems for all those years. In August 2024 I sold my building and canceled my account with ADT. I was told that there was a 30-day cancellation policy which I acknowledged and paid the account balance for the 30 days. ADT continued to bill my account after 30 days and continued to receive payment through the auto-payment system. I have called ADT October, November, December, January and February because ADT continues to bill me and despite my canceling the account and being told that it was not closed properly. Now ADT has sent my account to collections. I have spent probably 30 hours on the phone trying to resolve it and I get transferred and told this department is not the correct department and I have to transfer you someplace else and we see that you canceled your account in August and it wasn't canceled properly and I was still being billed. The final straw is having my account sent to collections. This is the same account which I have paid without fail on time and in full for almost 30 years.. read more

Matthew was the tech who took a personal call while installing my system. he did not have the yard sign and said he would come back with one AND NEVER DID! I called corporate to complain and saw an email stating this Matthew took the liberty to sign for me???? on the work report. I NEVER authorized him to sign anything for me 2nd time a tech from this company answered personal calls...bad service corporate was very nice and sent a message to their people about this idiot matthew and is sending me the outdoor yard signs to my home read more

AVOID! If there is one company that deserves to go out of business it is ADT. Seriously, avoid signing up with them no matter how often they call you, text you, email you or show up at your front door. Here is what they don't tell you even if you have a premium service: 1. "Dispatching police" means they only push a button to send the police. They do not follow up after that or confirm IF the police showed up. So when you are out of town, such as I was for 2 different break-ins, they will not tell you the break-in status of the house. Police may not even show up as they did in my case since I received no call from Austin Police when my door was left wide open by someone that entered the house thru a window. 2. The audible alarm goes off for only 4 minutes before going silent. Again, ADT will never follow up as to why the alarm has not been shut off. You are 100% responsible for understanding what happened even if you are out of town for several days and leave the alarm on until you or someone you know can go to the house to see what's going on. 3. ADT sensors and mobile app require constant updates and repairs. ADT will try to charge you for the repairs even when the equipment is faulty or improperly installed. 4. Your home/renters insurance covers the loss of personal items. ADT will not reimburse for lost items if your insurance pays for it. ADT Theft Protection Guarantee is just marketing and simply redundant. 5. ADT hold times are an hour for anything other than setting up a new service. 6. Contract terms are very broad and you cannot get out of the contract even if the equipment doesn't work and they have provided no security whatsoever. 7. And then there are all those class action lawsuits that are self-explanatory. read more

Have no idea what happened to this company but they are really really awful. Customer service is non existent, trouble shooting dept. has no clue, I even called to cancel one day and had to wait 43:21 for them to disconnect my call. Kept getting false alarms and there was nobody there who could help me, except for telling me I COULD PURCHASE A NEW SENSOR. They didn't even know if that was the problem, and they wouldn't set up an appointment to come out and look at it. Total rip off company . Get SIMPLY SAFE read more

Well had Revamp install aADT system salesman that's no longer there & installer said wireless doorbell camera battery last 6 months not 6 weeks for extra $200 for the battery in it on only 3 weeks the thing started saying g battery low 20% 5 days ago before Chris the field service coordinator calls me this morning walks me threw how to get it off mount to charge tells me 3 weeks so why was I lied to by 2 other person working for this company. Not a happy customer here. So my son out $800 just getting this system installed being told battery last 6 months not 3 weeks. Feel like getting his money back they advertise 6 month guarantee or your money back been less than a month. First thing off hour after installation guy left 1 sensor fell off a window paid extra for shatter sensor they don't furnishing but 2 regularsensor not for busted glass only if opened & 3 doors =5, I have 3 doirs & 8 windows still didn't get one on my kitchen & no window in my bathroom. Not sure about this company thought theyhad a better reputation than this read more

Buyer beware. Was with them for 8 years. They came out last year to "upgrade" the equipment then extended my contract an additional 5 years without knowing. Tried to cancel the service due to a move and they are trying to charge me more than $2k even though I have paid for all labor/equipment and am up to date on monthly payments. These people are thieves. The tech scrolled through everything when I signed so I thought i was just signing for the service. Lessons learned. Do not sign anything without a printout. Cancel when you are through with your contract. Use Simplisafe. Even better service/coverage and no lies. read more

I was having trouble with my ADT system so I called customer service to get it fixed . The customer service rep asked me if I was prepared to pay $200 for the first hour their tech was at my house . $99 to come to my door and $25 every 15 minutes thereafter . I asked $200 and hour ? I said I could get a 15 year newer system installed in my house for $99. ADT's customer service rep hung up on me . I called a different alarm system company and they came out the next day . They installed a new system in my house and removed the ADT system for $49 . I called ADT and told them to come pick up their equipment . Their rep told me they would come out and pick up their equipment but were going to charge me to pick it up. I moved 8 years ago and left the equipment in the attic . read more

My parents have ADT security service installed in their Connecticut home. When my mother moved to an assisted living community, I contacted ADT to cancel the service. In three separate attempts, I was unable to cancel the service. In one case, I spent an hour on the phone with over five different customer service agents. They purposefully evaded, delayed, and denied my repeated requests to cancel by passing me off to another agent. They continue this tactic until the caller gives in. I have never encountered such criminal customer service practices in my life. I caution all who read this to avoid ADT if possible. read more

I have been having problems with ADT. I scheduled an appointment for an alarm installation two days later they were here. The installer, David, had more interest in my new house than installing my alarm system. After three hours he installed the alarm. Then he charged me $139 for every sensor (online from ADT you can buy a system with four sensors for $60) Silly me not to look it up first. David said that he would give us an itemized receipt. But he never did. He also told me that the receipt would be on my account online but it was never there. Until three days later when he finally contacted us back. We called the company to complain about no receipt and the high prices and we were told that we would be given a refund since we cancelled within three days. Now no one at the company will respond to our request to remove the equipment. She immediatly cut off our service and told us they could not remove their equipment for eight days. To them our security and safety are not important. It took them two days to install after we placed the order but now it takes eight days to remove the equipment after we canceled. The disrespect I feel from ADT is real. read more

My husband and I have been without protection for 3 days now and ADT told us they can get us a tech 10 days out. This is outrageous that such a large company can be so incompetant. At the first chance I have, we will be dropping them like a hotcake. read more

We are all working remotely, the staff has taken the computers home. I called to terminate the service in November 2020 because we were spending $60/month for nothing. I was not notified there would be a cancellation charge. In December I was automatically charged $400 without any notification or my authorization. When I called and was told it was a contract and they charged the rest of the year. This was an account I had for over 6 years. Horrible customer service to not notify of charge like this. Don't give these people access to your bank account. I no longer trust ADT. Completely unethical. They will hide behind the contracts to provide poor customer service and charge you without notice. update - than you for responding publically to my complaint. I have called customer service multiple times and been passed from rep to rep. They have been less than helpful and actually rude, blaming me. The time fix this with the customer would been when I called the first, second or maybe the tenth time. But the only time you reached out is after you get a one star review on yelp. read more

You guys suck. At such a high level, one at which I have rarely been subjected too. The falsehoods and misrepresentations at almost every level is unconscionable. And due to the variety and severity of misdirection, obviously done on purpose and appears to be who you are corporately. Finally when I gave the installer the opportunity to take a moment, go to management and familiarize themselves with the actual recorded phone call between myself and the corporate shill that misrepresented my order, Lamar came to the door after allegedly speaking with" his manager" with a compounded misrepresentation saying upon review of the recording an allowance your shill " gave us" was the way he told me, that is Lamar lied that your shill told me on the phone, the technician at the door, Lamar, relayed to me that the shill would be able to incorporate the upsale of additional cameras and other devices (your shill and I agreed they would be in pkg), that they would be additional costs amenable because of these so called great discounts, allowances and freebies given by your shill to us over the phone. BTW, never expressed under those term, said any context alluding to that...a huge lie, period. Compounding lies upon lies easily reduced to the belly button fluff they are if any reasonable person had actually listened to our supposedly recorded phone consultation Because I have, maybe only once in my life, been misled and lied to this badly before by an organization, there is nothing I believe You folks about and certainly can not trust you to provide my home and family with its protection. Liars are not someone I want protecting me You guys suck. I will be sharing this review on every social platform and review board out their and file a complaint with the FTC, the State of California Contractors Board and Consumer Protection Agency's. Vincent Latham Sr read more

I moved in August and have spoken to 25 plus people at ADT who seem to all say "the is not my department" and transfers you to another department that says the same thing and everyone tell you something different. I am still paying for the new owners service at my old home after they swapped me into an ADT Blue plan then I was told that person did not know what they are doing and that someone made a mistake and never turned off service. I tried reaching out to the President and head of customer relations on LinkedIn and never got a response I think they just want to ware you out so you pay off your contract. read more

This company lacks communication skills. i ordered a $700 system upgrade and they scheduled an installer to put it in. When the door bell rang it was a sales representative who was here to sell me the system not to install it as they stated on the phone. I hope i never have to use them in an emergency they are a lack of customer company read more

This is a review for ADT Security the national company. My alarm system failed twice during the last week, one time causing a false alarm resulting in the police being called and a $329 bill from the city. The second time the system would not stop in its alarm function and nothing the rep on line told me to do would stop it. Eventually she transferred me to a general customer service number where the anticipated wait time was 56 minutes: For an emergency when my alarm was ringing! During my wait time I was constantly played a cheery recording telling me that I could solve all my problems by going to ADT Online. DO NOT BE FOOLED. ADT offers NO customer support online. Zero. I have friends who use Amazon for security and travel around the world with full confidence that their alarm system will work. I have ZERO confidence in ADT. They are eager to sell alarm systems and offer no support or service. read more

I am so upset with this company I waited for hours on the phone and when someone did get on the phone they had a lot of attitude towards me. I explain to them that my service was not working. They put me on hold for a long time, when someone got on the they didn't know what they was doing. please be advised that I am going on day four with no service, I was also charged twice on my credit card. I am so angry with the service and the customer service. I hung up and called back again, and the person that I got this time was annoyed with me because I told him that I called 13 times on the same issues, and nothing is been resolved. I explain my concern and my stress and he told me he's here to do his job and that's it Nothing more. For anyone that is interested in ADT I advise you not too.. read more

So, I called ADT to install an alarm system in my new house. First, I did not know, and never was never pointed out to me that ADT does NOT install their alarm systems, they hire a third party that takes a $100.00 deposit to hold your appointment. Outrageous! Even my cardiologist does not ask for $100.00 to hold an appointment. I am stuck for three years and then back to RING! DO NOT WASTE YOUR MONEY WITH ADT!!!!!!! I AM SO SORRY I DIDN'T SEE THES REVIEWS BEFORE SIGNING WITH ADT, I WOULD HAVE GONE WITH RING AND NO CONTRACT. Look at all these reviews! How are they still in business? read more

R A N T in September of 2017 as you all know my home burned down. Les and I lost pretty much everything. I cancelled all services. Including ADT. According to Them I took a hiatus til July 1 2018. They began billing again in July 2018. I never caught the error til yesterday. I think I've been a little busy. Between my home burning losing everything material and then losing my beloved husband I didn't check bank statements. So now they are refusing to return my money and say I was responsible cause I never called to tell them not to turn the service back on. Don't know if it will help but filed a dispute through my bank. They really are bastards. Had problems with them before. Last time they had to return 900$ they stole from my account. ADT SUCKS BIG TIME END R A N T. read more

I obtained an appointment with ADT Security Services for a sales consultant to visit my home in order to obtain an estimate for a central fire, and burglar alarm mandated by my home insurer. The appointment was set for10:30 AM for 07/24/2024. Unfortunately the ADT Representative did not appear for the scheduled appointment. He did phone me over an hour later stating he was attending a "training class", and he wasn't made aware of the appointment in a timely manner. He said that he would forward an estimate to my email. After a period of time had lapsed, he asked me for a copy of a competitor's estimate that I had retrieved earlier in the day so he may "match" the offer, rather than to fashion his own estimate. When I refused to comply, he abruptly stopped answering my texts' . He claimed he sent the proposals via my email, but the claims were untrue. When I attempted to speak to a supervisor today at ADT , which was my second attempt because my first call was disconnected (hung up). This was in regard to the consultant's actions, or lack thereof, the customer service rep. in Ohio deliberately made it difficult to speak to a supervisor. He put me on what appeared to be a perpetual hold so he can "find" the consultant's supervisor, and used "double talk" to discourage me from honoring the request. He ultimately refused my request to speak to a supervisor. He did say that the consultant's immediate supervisor" might" contact me. I also phoned ADT's Corporate office, and was met with a frigid response to my concerns. This is a very poor example of conducting a business. I intend to take my business elsewhere, and I caution those who intend to do business with ADT. If they treat one in this manner now as a perspective client. What should you expect when you're a captive client? read more

We sold our NJ house where we had ADT. In March 2020, we called ADT to cancel service. At first, we did not realize we signed a 3 year contract with ADT and would be facing large penalties for cancelling the contract early. This was not good news to receive but we calmed down after ADT mentioned we could put a hold on our account until we close on our new house and we'd also receive a credit of almost $700 to upgrade or add components to the new house. We were very pleased with this and decided to pursue. Fortunately, we had already found our dream home and were under contract to buy it but our closing was scheduled for the end of May. When I set up the install at the new house, I paid my $100 install fee and was assured that our account would remain open because we're transferring service, not cancelling. The furthest they could schedule was May 5th, long before our closing. ADT advised it was best to get it scheduled but we could push it back later. After, I called our local installers and the corporate office 5-6 times to confirm everything was in good standing and push the install date back, which was unsuccessful. Each time I called, I explained the situation, provided the addresses & ADT reference number for the install. All reps were able to see this in the corporate system. It was only a week before the first install date when I received an automated message from the local installer that I was able to move the date back to June 1st. However, in late April, we received a bill from ADT for our cancelled service and the balance of the contract (approx. $1,300) was owed. I immediately called ADT and the representative I spoke with apologized and told me to disregard the invoice. She advised it was an automated invoice that will reset itself after the install at the new house. She again assured me everything was fine because service was transferring. The first week of May, ADT automatically withdrew the $1,300 balance from my bank account. Mind you, this is now during the COVID pandemic and 1 week before my new closing date of 05/15/2020. I called the same day to get this fixed. The agent advised it was a valid transaction because our service was cancelled. I went through the entire process again (despite the many prior calls) and she submitted a request to refund the money. She advised it could take 10-25 business days for this to be deposited back into my account so I had her expedite the request. I called after a few days and another rep advised the refund would hit our account no later than Tuesday 05/12. This did not happen. I called ADT again and the spoke to accounting. This time, the agent advised of the 10-25 processing days for a refund. I asked for her manager and was connected with Ethan. I explained the entire scenario again & the first thing he states was that we signed a three year contract and the cancellation was valid. He advised there was no such thing as putting your account on hold until the new installation date and that every transfer was a contract cancellation and new contract is established. He advised they process cancellation fees on every contract unless service its transferred within 1 day (which doesn't happen). He even had the audacity to claim ADT was investing in us because they were processing a refund that wasn't warranted and still giving us the credit for new components at our new house. This company lied and must lie to many more customers. What if the money they withdrew was needed to feed my family during the pandemic? What if my mortgage company declined to move forward? ADT should be ashamed and either refund me today or waive my cancel fees so we could all move on. If it was a smaller amount, I would have let them keep it and moved service to another provider. They are not caring, are not helpful when manual intervention is needed, and should not be trusted. read more

I have never in my life been so let down by a company. They have managed to completely let down my family and I. I live alone in Houston and needed a reliable security system. I spoke to a sales rep on the phone.. I believe his name is Andrew. He promised us 3 cameras (no additional cost) with full service set up for $60 a month and $300 as an initiation fee that will be given right back.(I have it all recorded) We set up a date for them to come out and look around... ended up saying we will only get one camera and the other 2 will be $700 for initiation If we want to set it up. We were so desperate that we agreed to just get the one camera in the front and everything else the system came with. The technician that came out to my house to set everything up (Jeffrey) didn't bother going through anything with us.. He literally set everything up and rushed out and just told us that it was a very simple process to get everything set up. Shortly after he left we noticed that the outdoor camera was not working at all. We called several times to try to get someone to troubleshoot but it never worked.. Later we found out that the camera that he gave us was not meant for the outdoors. He literally put an indoor camera outside. What the heck!!! ???? Not to mention one of the doors sensors fell off at 3 in the morning waking up my neighbors and scaring me senseless!! We got in contact with the technician Jeffrey and asked for a managers number. Jeffrey ended up giving us a false number just so we can make it past the 3 days when we were bound to a contract.. This company is nothing but a scam and I will do everything in my power to let as many people know as possible what they have done. Now they refuse their equipment back and want us to pay $1500. What a bunch of crooks. NEVER AGAIN!!! DO NOT USE THEM!!!! read more

I would give ADT 0 if such a rating was possible. Terrible customer service, let BBB know as well. Looks like no surprise here, look at their ratings. Then they respond how sorry they are, probably laughing while they are typing it. read more

ADT is THE worst company to deal with that I have encountered. I received my order for an 'on the go' medical alert button on 3-2-23. It was nothing like what the company's website described, it was cumbersome, involved two devices you had to wear around your neck, and DAILY re-charging... all very complicated. I called that same day to cancel the account; I never activated the system. I returned the item via UPS RMA from ADT for their facility in Palm Harbor FL. Via UPS tracking, I learned the item was received on 3-22-23 at 1pm. When the credit did not appear on my credit card website in the standard amount of time, I called ADT medical billing. I learned that they do not credit back to the customer's credit card but send a 'live check' to customer. I told him I was still hospitalized and wanted the refund direct to my credit card since my mail is being held. They said the refund would be held up until I was out of the hospital and could get my mail. THAT SUCKS BIG TIME. I demanded the refund be processed immediately and I would get a friend to get my mail. THIS COMPANY IS WAY TOO BIG TO OFFER PERSONALIZED SERVICE. read more

Absolutely, hands down the worst home security company I have ever dealt with!!! I have been lied to on several occasions. I ALWAYS ask if additional sensors or cameras being installed would renew my contract. I pay for the additional equipment. It's not free. They tell me, no it will not extend your contract. After the installation, I'm sent a notification telling me that my contract is updated.....not for the usual two years, but FIVE YEARS!!! In California they can't do more than two years. Regardless, no increase in my contract term was supposed to happen. I always ask the technician to show me on the contract that it's not extending my term. Oh and I've had more issues with the system than I can count. I have spent countless hours on hold and troubleshooting my system like I'm an ADT technician. A few months ago they raised my fee by almost $5 a month without notice or reason! Finally, I was done! I switched out to another company. I called and canceled my service with ADT. ONCE AGAIN, without informing me, they charged me for an additional month because it's their policy to receive a 30 day notice for cancellation. I phoned them about it and they claim that they charge the fee to monitor my home for the next 30 days!!!!! Really?!? HOW??? The equipment was removed! That's disturbing. Save your time. Save your money!! Seriously hate ADT! read more

Hidden fees! Be aware! Found out a few days ago (mths after) there is a $65 fee I new nothing about. However the company said "page 4 paragraph 5 states" ___" The installer made NO mention of it. ..,.. Now they advertise a $100 Visa card upon completion. NOT .... $100 minus $65 minus 4.95 S&H = a VISA Card of only $30 bucks!!! P.S. after speaking with them and explained the fee was new to me .... they have been calling twice a day! I call that harassment! A client that is upset! read more

We have been ADT Customers for over 40 years. Recently, we began experiencing a lot of problems. A lot of scary problems when you depend on a company to provide security protection services but their product keeps failing. Unfortunately, with ADT, we never know when we are being protected and when we are not being protected. Over the past few years, ADT has made many upgrades and in doing so, they have failed to bridge the gap for their current and existing customers. They have upgraded to the Pulse, Nest and now Goggle. I have been trying for several weeks now to reach a Manager, they don't call back and the staff will not let you speak to a Manager. Today, again, my system went offline while I was away and I had no way of knowing via ADT what was happening at my house for hours. Fortunately, years ago, we also purchased RING and because we have RING, we can sleep at night. I could determine via RING that no one was in my home, although I had no ADT security working. ADT has become frustrating, is no longer reliable and not recommended! Vivint might be a safer option. read more

They used to be ok. Those days are gone.i had adt at my houses for 8 years. And at my shop for a year and 1/2 until it closed. They say it was a 3 year contract. I couldnt find my original paperwork. So I was stuck with an $1100 early termination fee. If thats how a loyal 8 year customer is treated....how will they treat the new one who is here looking for review info? The moral here isnt the fee. Its the fact that there was no consideration at all of the fact that i was an 8 year customer at 2 houses and the shop. No choice for payments to pay the fee. No offer of a bit of a deal for having service for so long. Nothing. Just charged the card on file. Some amount of effort would have been the difference of keeping my home service and continuing as a customer, compared to cancelling everything on the spot. Im aware of contracts. Im also aware there is always a way to work with a long term customer. read more

I live in Los Angeles. I have had ADT as my home alarm company for many years. The contract was originally signed by my mother-in-law. She passed away a year and a half ago. I called then to switch the name over. I was told "no problem". But it never happened. I recently switched my home insurance company and they wanted to see that the alarm contract was in my name. I called ADT. A local sales rep (Tim Maher) responded. He stated they couldn't just switch the names out but that I had to get a new contract with them. It was all downhill after that. Tim Maher was the most incompetent sales person I have ever encountered. Every time I asked for something that his competitor offered Tim stated that it couldn't be done and I should go with the competitor (ACS). ACS offered to take over and upgrade the ADT system at no cost and monthly monitoring for less money than I was paying ADT, which was $53.85 a month. ACS was $40 for monthly monitoring plus adding cellular was another $10 a month. So, much better service and equipment for less than I am paying currently. Again, Tim Maher said they couldn't/wouldn't match that price and I should go with ACS. Then he sent me a follow up email stating his boss approved my request and they would put in the cellular equipment at no charge and match the $50 a month charge. He also stated that the $200 fee for coming out and checking the system was not negotiable. He later said his manager gave his OK to not charge me anything. But when Tim emailed me the contract the $200 charge was there. Tim also stated the minimum contract length was two years. He said they wouldn't negotiate that term. I said that was a deal breaker. Later they changed it to one year. BTW; the contract showed the "Seller" was ADT Security Services with an address in Aurora, Colorado. I asked Tim to fax me the contract. He said he emailed it to me. I never got it. He later told me he sent it...but to someone else. My email is my full name with my middle initial. He left my middle initial out...he sent my confidential info to someone with my same name. What an idiot. It then gets worse. On the old system I prepay the monthly monitoring charge. The last payment of $53.85 was paid on January 27. I also paid the new $50 monthly charge on February 5. I wanted a prorated refund on the $53.85 charge. I called the ADT customer service number. And a woman named Lynette said she couldn't look into it as when the old account was closed around February 5 all records were "purged". After much back and forth (with me stating someone must have access to my old closed account) she said no. All information regarding that account was no longer accessible. I explained that was not possible and possibly she didn't have access to it but someone can access that closed account. I asked to speak with her supervisor. She said a supervisor would call me the next day. Lynette called me the next day...not the supervisor. She stated the records were purged and there was no need to talk to a supervisor. Shortly after that I received an email asking me to fill out a questionnaire regarding ADT's service. I filled it out and it was a very negative response from me. A couple of days later I received a follow up email from Juanita Fauveir, a manager at ADT stating she would like to call me so that she could better understand what happened. That was on a Friday. I answered her and also tried calling her but there was no voicemail so I called her again on Monday...no answer again and no voicemail. I did this same routine everyday (call and email) and finally she called me today (Friday). I explained what happened...starting with the horrendous service from Tim Maher and then relating my conversations with Lynette. Well it turns that Juanita is the supervisor to Lynette but Lynette didn't relate our conversations to her but to a "lead" associate. My opinion of Lynette and the "lead"person is they have absolutely no common sense. Juanita was lovely and a pleasure to talk to (it just took too long for her to get back to me). She also stated she will listen to all my previous phone conversations with ADT and better training will be forthcoming to the custom service associates. All financial disparities have been taken care of. They did charge my credit card for the $200 installation but that was reversed and I did get a credit for my overlapping monthly payments. All in all...a horrible experience and my recommendation is to go with another alarm company...and not ADT. read more

We purchased a 6000.00 dollar security system and were ripped off by the installer, Luis. We purchased this in June of 2020. We have documentation, and emails to an Emily B. In Indianapolis, with copies to A Crystal J.. We paid extra to have a key pad installed in our bedroom. The key pad has not worked at all, and we were sold a key pad that is not compatible with our wifi. To date, March 19, 2021,7:13 PM, the issue has not been resolved! I just forwarded a letter which I have a copy of in email form to these two reps as stated above! I do not recommend ADT SERVICES UNLESS YOU ARE WILLING TO BE RIPPED OFF AND SPEND MONEY FOR A SYSTEM THAT IS NOT WHAT YOU PAY FOR! Shame on ADT, and their Reps. read more

After nearly 20 yrs with ADT I finally have to stop services. Their service support ABSOLUTELY sucks!!! Its not bad enough I PAY to for the service support, and there's still the $ 25.00 service charge for a problem with THIER system. THIS time, the key pad reads: "cannot arm". That's because the 12V battery in the security panel BLEW UP! Which I get to check, cause I WANT to play ADT Rep. at 1130 at night! Oh, but it gets better, so its MONDAY and I'm on an estate with no functioning security system! And they tell me they can get a service-tech out here by THURSDAY! ENOUGH!!! Over the past six months I've had nothing but problems with this branch/region, not sure -- don't care! But NO MORE I'm done! And please please act like you want me to pay for breaking a service contact. As crappy of service as I gotten from you. read more

To Whom It May Concern: I have been a loyal customer of ADT for 19 years. We just expanded to one of our businesses and were planning on integrating into our other 3 businesses. However, after the poor account management we've been experiencing, we will no longer be doing that. Since we moved to our new home 4 years ago, we've had to replace 8 Z-way switches, all which require an electrician. It stops working, we call ADT, they send a tech out in 1-2 weeks, they show up and tell us they can't help us. Then we have to reschedule in 1-2 more weeks so they can come back with an electrician. The last few times we requested the electrician the first time we called, and have been unsuccessful doing so. We have to hire/pay for a babysitter. We have to hire/pay for a worker to take our place at the business. And we have to waste our time and the technicians time, because your protocol says you can't schedule an electrician the first time around. We have made numerous calls, been on lengthy holds, been hung up on. No one can seem to figure this out. Most of the time they replace the Z-way switches for free, sometimes they charge $200 (we were told we shouldn't be charged). I was on hold for an hour last time, spoke with a rep, asked to speak with a supervisor, they transferred me to someone who was not a supervisor, was told an electrician would come out, then was hung up on with no return call. And low and behold, today there was no electrician. This is very poor account management/service in my eyes. It should not take a month, two visits, and however long on the phone to take care of one stinking switch. I have not been able to figure out where to file a complaint so I will put on every avenue I am personally aware of. We paid $6000 for our system and expect it to work with great customer service. read more

We were long time ADT customers who just moved. We were paying $35/month for the service, and just wanted to transfer our existing service/plan to our new home. Basic door/window sensors. We were told over the phone that we could keep everything the same. The agent on the phone then ran a hard credit pull on my wife, WITHOUT CONSENT, even though we already had an established account. This past Saturday the technician arrived for the installation. He first tried to sell us $11,023 worth of equipment. Yes that's eleven-THOUSAND. After we said no, he tried to sell us $5,247 worth of equipment. We said no again, and he proceeded to install the basic hardware (which still wouldn't cover all of the doors windows). He then handed us a contract to sign for $52/month. We told him we're not signing anything unless it's $35/month. He said to go ahead and sign it and we could call the main office Monday to have them adjust it. We still refused, and called the main office right in front of him. The phone agent told us NOT to sign anything at that time. The installer then called his boss, who told him if we're not going to sign, to pull all the equipment. The technician then pulled all of the equipment and left holes in the wall where the old equipment was (ADT equipment was already installed in the home when we moved in). The installer tried to use scare tactics on my wife multiple times to try and persuade her to purchase additional equipment. I just wanted to let you know that the tactics and behavior of this installer (and his boss), made you lost a long-time customer. Hopefully you don't treat all your old customers this way, who are simply trying to transfer their service into a new home. Oh, and the installer told my wife and I that "we don't look like we belong in the neighborhood". Classy. read more