ADT

I am appalled at how ADT is treating me after my five years of loyalty. On December 7th, a Brinks tech misrepresented themselves and told me there was a merger with ADT, and they will be upgrading my equipment at no cost to me.

It wasn't until after I signed the paperwork and ADT contacted me that I realized what happened. Luckily there was a three-day window to cancel without penalty the agreement I erroneously made with Brinks / Skyline Security. It is deeply troubling that while the scammers came swiftly in and out of my life, my attempts at remaining loyal to ADT have been an ongoing struggle for weeks. It has felt like pulling teeth trying to resolve this.

I am a single woman living in the City of Atlanta, and I have been without coverage since Dec.

7th because of ADT dragging their feet and feeding me incorrect information at every turn. For weeks it has taken multiple attempts at being on hold for 45 - 60 min. to get an appointment with a tech or speak to someone from customer support. I have to explain my situation repeatedly to each person I speak with.

The last tech who came out told me that he could not move forward with my service until I paid him $89, and he confirmed with his supervisor that there was no way around it, so I had to send him away. This was AFTER I was promised that I would not have to pay on-site, and the tech should be able to bill it to my account which will be credited. This is a season when home invasions are high, and the stress of not being protected on top of having to repeatedly plead my case has done irreversible damage. I have had to take time away from my job to accommodate ADT multiple times to no avail.

Even my initial tech appointment was rescheduled almost a week out due to ADT's insufficient staffing, so on three separate occasions I have taken off from work for four-hour blocks and still, nothing has been resolved.

On many occasions I told Customer Support and even legal when they briefly reached out that I am not in the position to pay $89, especially for a tech to connect a wire and a screw into my wall, a job that takes 10-15 minutes max as I have witnessed before. This is based on how long it took Brinks to swap out my panels during their scam--I have the original panel, and the wires are sticking out of my wall still. I contacted an account manager, and she assured me that ADT would cover the costs in an effort of good-faith for all of my trouble, so we rescheduled for this morning. Yet, today ahead of my scheduled appointment, I received more contrary messaging via text message to what I have been reassured of so far.

This morning I spent more than 1 hr.

with a woman who tried everything that she could to retain me. Evidently someone is explicitly lying to us about how long this appointment is estimated to take in order to maximize their profits. She relayed that they would need more time than the FOUR HOUR window to reconnect my panel. As I mentioned before, everything is already in the wall, the wires are exposed, and I still have my original panel that is ready for installation.

It baffles me that Brinks is able to switch out a panel in 10 minutes while ADT requires many hours. This is another example of ADT's commitment to both stall and scam their customers.

The icing on the cake is that I am now being told I entered into a six-year contract (huh??) in 2018 which doesn't end until 9/22/24 (how convenient), so now I owe the following because I am cancelling:

Remaining balance: $231.77

Cancellation fee: $140.22

For clarity, last week an account manager told me that my contract is ending, and she made a GREAT offer for me to extend it by three years. I declined and told her that we could revisit that conversation once I ensured that all would be resolved by ADT at no additional cost to me. Why would she tell me that and make that offer if I am contractually bound for another 9 months?

There has been zero accountability for the piles of misinformation I have received. Every step of this process has made evident ADT's desperation for money--lying strategically, jerking hard-working people around and shaking us down by any means necessary. Each person I spoke with told me what I wanted to hear to try and keep my business, and then I had to repeat the process with each new call and advocate for myself all over again. I am exhausted from ADT's abhorrent treatment towards me, and I am stressed about my home not being protected and my safety being jeopardized.

ADT is shamelessly fraudulent, and I am positive that there are many more loyal customers like myself who are trying to mitigate a similar experience. I will tell everyone I know about how I was treated by ADT.

BE WARE!!! DO NOT GET ADT!

I have recently canceled my ADT services after being a customer for 12 YEARS as I was paying $740.28 per year JUST for the service (I paid for my equipment in FULL upfront). I canceled my ADT services on February 2, 2024 and had a RING Alarm system installed (same service for $200 per year). I received a bill from ADT after cancellation for $49.35 for a service period of March 4 - 15, 2024. I called ADT to ask why I am being charged for services that have been CANCELED on Feb 2nd, and I was told that ADT charges their CUSTOMERS for an ADDITIONAL 30 days AFTER cancellation and I am required to pay for the charges even after the service has been CANCELED.

I was told this is part of their "terms and conditions." Something is HORRIBLY wrong with a company that charges customers (even customers of 12 YEARS) for an ADDITIONAL 30 days of services AFTER CANCELLATION and they make sure to put it in the fine print as if that is okay. If you have the option to get a DIFFERENT security system, DO IT IMMEDIATELY.

DONT USE THIS COMPANY!!! I would give minus stars if it was possible.

Before the installer left a sensor fell off. I told him they were placed wrong he told me that is how they needed to be placed. A few days later, a sensor fell off and it took a week to get it fixed. We didn't open windows for a couple weeks but when we did, 5 sensors fell off one broke.

They never answer the phone, I contacted them, no response for 5 days I contacted again by text to the installer who said he couldn't come out for a week as he was in meetings. I contacted ADT as they have dealers work for them in the beginning and that is who I am forced to contact. ADT won't help at all, fought and finally got a supervisor to call me and promises were made, but nothing happened.

A week later I texted the installer with no response, then called ADT and was given more promises along with the promise of a supervisor to call again nothing came of it. I am now at two and a half weeks with no help to be had and another sensor fell off with no hope of any help, however they are very happy to bill me...

Where to begin. First, in three years they couldn't spell my name correctly.

Second, it took four months to cancel the service after 6 months of the panel beeping and ADT unable to clear the error on the panel. My doorbell never worked correctly from the time of install. Then there was the billing. I sent a letter in June, July, August and called in September, October and November to cancel the account.

They tell me on the phone they are cancelling the account and refunding the money. January rolls around, and I get a collection notice for one month service charge AFTER I cancelled the service.

YOU SUCK *** ADT. A bunch of thieves.

The ADT customer service Management team consists of a group of SCAMMERS! I was charged twice for the same security system that doesnt work and was advised to creat a new account as a method of fixing the faulty app.

Although the ADT managers knew about the ongoing problem with the ADT + App, they insisted that I had to pay for another system. I am a 61 year old woman who lives alone. I had been without my security system for over 2 weeks before they forced me to purchase a new system. This is unfair to me and these type of scams need to be stopped.

The ADT + system should not have been sold to me nor anyone else until they fixed all of the glitches in the app that suppose to connect the system properly.

I spent over 19 hours on the phone with ADT trying to get my system up and running. This photo shows proof of my 2nd purchase that I was forced to order.

BEWARE!!! Please choose another company PLEASE!!!

I wish I could give these cons a 0 star. They are really that bad, honestly. I was told I could transfer the contract to the new owner, in the event I sold the home. Well that's not the truth.

Today, I mentioned I was selling the home. I was told I owed $1500 on the remainder of contract and $500 on equipment. I don't recall signing a 3 year contract, yet to have me pay for services I am not receiving is robbery. I then asked if I could transfer the services to the new owner since I'm being forced to pay $1500 for services I am not going to be receiving.

I was told NO, the transfer can only take place in the case of a dead spouse! So, basically they are wanting the new owners to sign a new 3 year contact. This should be outlawed. I am planning to warn the new owners about ADT and recommend that they use another company.

These people are unscrupulous cons. I will NEVER EVER use them again, mark my word.

Purchased Nest Cameras thru ADT, 18 months later 1 battery camera failed (outdoor, Houston TX). Camera is covered by the service agreement.

Called customer support and explained situation, was sent to sales, sales coordinator sent me to Google who said you bought the Camera from ADT and not our issue. Chatted with Customer Support this time, this was out of his wheelhouse, he wanted the Nest Camera tag. I said you have my account info, he said he can't help me.

Called CS again, this time spoke with Chakitra, she new exactly what to do...but was after an hour with 3 others at ADT fumbling around. In the end, they are replacing my broken camera, and I am buying a new one...great job John in virtual service.

My grievance revolves around the misrepresentation of information regarding the transferability of my security system equipment upon relocating to a new residence.

I engaged ADT's services by purchasing security equipment valued at approximately $1,000. During the sales process, I was explicitly informed that I would own the purchased equipment, and in the event of relocating to a new home, I could seamlessly transfer the security system to the new location.

The assurance provided by the ADT representative was a significant factor in my decision to invest in their services.

However, when I recently attempted to exercise this supposed ownership privilege and transfer my equipment to my new residence, I encountered a starkly different reality. Upon calling ADT customer service to arrange for the relocation of my security system, I was met with a frustrating and disheartening series of events.

Firstly, I was informed that I would need to purchase an entirely new set of equipment for my new home, contradicting the initial assurance that I owned the equipment and could transfer it. This inconsistency not only violates the terms of our agreement but also puts into question the integrity of the information provided during the sales process.

Adding to my dismay, I spent an exasperating hour on the phone with ADT customer service, enduring a series of transfers to different employees. Regrettably, none of these representatives could provide a satisfactory resolution to my predicament.

Moreover, when I requested to speak with a manager to escalate the matter, I was informed that no managerial personnel were available at the time.

This runaround and lack of access to higher management have left me feeling not only betrayed but also severely inconvenienced and stressed.

Moving is already a challenging process, and ADT's failure to uphold the commitment made during the initial purchase has significantly exacerbated the difficulties I am facing.

In light of these circumstances, I am seeking your intervention to address this matter and ensure that ADT rectifies the situation promptly. I believe that as a consumer who relied on the information provided by ADT, I am entitled to the promised benefit of owning and transferring my security equipment without being subjected to additional, unanticipated costs.

I hope this complaint serves as a cautionary note to prevent similar occurrences for other consumers who trust ADT's representations.

I called ADT to cancel my services on December 11, 2023. A month later I received a bill for services provided after that day.

Called customer service to complain about the bill. Was informed that it takes them 30 days to process the cancellation. I did not use the service past December 11. I did not activate the system a single time.

For a company to take 30 days to process a cancellation of services is unheard of in today's world.

They argue that there are a lot of things they need to happen from when I cancel. All those things happened, in reverse order, in much more less than 30 days when I signed up for the service.

To be honest, it feels like a procedure put in place to fleece customers on their way out.