James R Plh

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Verified Reviewer
| map-marker Washington, Virginia

Poor customer service

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Three appointments to get a mandatory update to our system have been no shows with no contact from ADT.

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Pros:
  • Able to reach a rep by phone
Cons:
  • Do not care about customer satisfaction

Preferred solution: Let the company propose a solution

User's recommendation: Beware: Poor customer service

2 comments
ADT

Our sincerest apologies for this, James! Our teams are working hard to ensure each and every appointment is met on time.

Please call us back at 1 800 238 2727 so we can get you back on the schedule. We hope to hear soon!- Tim L

ADT

Hello - We are so sorry to hear of this and the frustrations it's caused. So that we can look into this further, may we please have you send us a copy of your review/concern, along with the telephone number and address associated with the service to AlwaysThere@adt.com? Thank you, Faith

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John L Fng
map-marker Morris, Illinois

Several miscommunications between salesman and installation technician. DVR also failed to record when REALLY needed it.

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Upon installation of the equipment that myself and the salesman agreed would be put in, the installer put in things I didn't want and then didn't install what I did want in the correct location. After finally working through that, the system looked good and was easy to use. Had an issue at our bar one night where certain individuals needed to see the footage. Upon review, the DVR did not work. VEry upset and noone can say why that happended.
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Preferred solution: Price reduction

User's recommendation: Shop around and research the best.

1 comment
ADT

Hi John! Our apologies for any miscommunication and trouble with the system!

We want to ensure what you have installed is working properly and any troubles resolved! Give us a call at 1 800 238 2727 so we can have a tech check this out ASAP!- Tim L

Richard D Oie

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

To warn others

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We had a new wireless system installed 9 months ago. It has never worked consistently. Technicians come out, two days later tit fails again. Customer service is horrible. Phone hang time are crazy long.It has taken over 2 hours on the phone to try to cancel service. They do not deserve to be in businessAVOID
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Loss:
$1500
Pros:
  • Wireless
Cons:
  • Systen fails continuously

Preferred solution: Full refund

1 comment
ADT

Hello Richard, We're so terribly sorry to learn of this unacceptable experience you've had as a member of the ADT family! We would love to address these issues with you further. If you could please email our team directly at Alwaysthere@adt.com with the full address in which the services are located and the account details along with your post for further assistance.

Susan S Gaq

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Verified Reviewer

ADT is charging a $750 "cancelation fee" because I am moving to a new home and therefore cancelled my current home's system.

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I had a security system for 25 years, which ADT took over some time ago. I sold my home and am building a new one. ADT is charging me a $750 "cancelation fee" for canceling my current system. After 25 years of paying my monthly charges on the first of every month, I am outraged at being charged $750. because I am moving to a new home. I'll surely plan to have a different company install my new security system!
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Loss:
$750
Pros:
  • Monitored my security satisfactorily

Preferred solution: Price reduction

User's recommendation: Shop around and ask what happens if you move.

2 comments
ADT

Susan- We're terribly sorry for this upsetting experience as an ADT family member! We would love to assist you in resolving your concerns ASAP.

Please email our team directly at Alwaysthere@adt.com along with a reference to your review and the full address in which the services are located so we may help. ~ Thank you

Guest
reply icon Replying to comment of ADT

I am Susan Striker 520 Judd Road Easton, CT 06612 2**-**8-8368 Regarding your comment made on my review and complaint on Pissed Consumer

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Lorraine P Dxc

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Verified Reviewer

Bait and Switch... lock-in contract

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Signed a contract for 2 keyless locks. The installer showed up and everything was going smoothly... Until oops the second lock was faulty. Tried to get me to sign the contract for one lock, but I did not...Waiting and calling over 10 times to ADT and on the phone for hours, ADT sales agent claimed I needed to upgrade my system in order to get the 2 locks to work. The system works with 1 lock, why not with 2 locks? In the new contract there would be an increase of $25.00 added to my (now) monthly bill (which was previously quarterly), which totaled $65.00 monthly. On the drama goes on with their lies, and I end up abandoning the call after 2.50 hours. My contract was for 2 keyless locks. It is not my fault that someone discovered I needed a new system for these locks. Just weird.
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Preferred solution: Price reduction

User's recommendation: make sure you review all elements...of contract

3 comments
ADT

Hello. We are sorry for this frustrating experience and we'd like to review your concerns further to assist.

Please feel free to email us at AlwaysThere@adt.com with a copy of your concerns as well as the phone number and address for where the services are located. -Andrew

ADT
reply icon Replying to comment of ADT

Apologies for this. The email should have ADT before .com.

Thank you. -Andrew

ADT

Hello, We're so terribly sorry to learn of this experience you've had as a member of the ADT family! We would love to address these issues with you further. If you could please email our team directly at Alwaysthere@adt.com with the full address in which the services are located and the account details along with your post for further assistance.

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Donna G Wll

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Verified Reviewer
| map-marker Colorado Springs, Colorado

Question

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Im having trouble logging into ADTs web site, even when I enter a new password. Is it case sensitive, or just finicky? Why do I keep getting text messages saying the doorbell camera reported an end of low battery....? What do I need to do to stop these texts?
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Pros:
  • Deter possible breaking and thefts
Cons:
  • Customer service and seller
  • Customer services

Preferred solution: Full refund

1 comment
ADT

Oh no! We're very sorry to learn of the trouble Donna and would love to address your concerns with you! Please contact our team directly at 1-800-238-2727 so we may troubleshoot your issues.

Melvin C Pty

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Verified Reviewer
| map-marker Garner, North Carolina

Poor indifferent service

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After three visits and incompetent service I have decided to cancel my ADT account after being with ADT for over thirty one years. There is only so much a customer can stand.

I needed a replacement sender for my new front door.

A very simple job? Having spent hours on the phone got an appointment. Was told they would change the system to 5G at the same time. The ADT rep did not have the parts for the 5G upgrade (!!) but installed the wireless sender on the front door, then had trouble adding it to the pulse system.

He spent the whole time getting instructions over his phone. Later I found the pulse system wasn't working. I called ADT and was told my system had been closed out and cancelled!

Called ADT again and after a couple of hours on the phone had another appointment for ADT to 'fix' the problem and re-install pulse. They spent all afternoon fiddling with the system and assured me everything was back as before and working.

I found out later that two doors were not working, one wasn't alarmed and the second one wasn't even in the system!

Called ADT again (another two hour nightmare) and had an appointment March15 between noon and 5pm. Waited all afternoon only to get a call at 4:45pm that he would be late and try to get there later tonight.

Then I get an email with a new contract negating the previous contract with a $10 increase in the monthly charges and a charge for the days visit which was to fix the initial ADT screwup - amazing!!!!

Now trying to charge me for the remainder of the contract I rejected.

So, goodbye ADT - the office activities are unmanageable and service/support is really disappointing. Mel Clarke

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User's recommendation: Sign up if you are happy with poor and indifferent service

2 comments
ADT

Hello. We received your email and can see you are working with one of our team member who has replied to you yesterday.

Please let us know if can anything additional. Thank you, Carla

ADT

Ohh no, Mel. Our sincerest apologies to read of these circumstances surrounding your reason for termination of services.

Our office would have loved the opportunity to work to resolve this for you, prior to the cancel request. If we can be of any further assistance please email our office a copy of your post and service address to AlwaysThere@adt.com- Tim L

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Roger R Xxy
map-marker Anderson, California

Worthless product

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In most instances I can back into my driveway and the (driveway) camera does not record until I am going in the front door. I have had my American flag taken in the middle of the night and my gas pumped from my car and the camera did not record anything.

ADT has sent people out here to fix the problem several times but they had no idea what the problem could be.

It does however record large vehicles driving by 60ft away at night. My contract is up this month and I'm done.

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Preferred solution: Let the company propose a solution

2 comments
ADT

Greetings, Roger! Our sincerest apologies to read the camera has not worked as designed to your satisfaction.

Our office would like the opportunity to review, and work to resolve this for you!

May we ask that you email a copy of this post, and your service address to AlwaysThere@adt.com so we may do so? Thank you!- Tim L

ADT

Hi Roger-- Thank you for reaching out! We'd like to make sure your system is working properly and as intended at all times!

Please give us a call at 800-238-2727 at your earliest convenience so that our technical support team can troubleshoot, and send a technician out if need be. Thank you, -Mazen

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barry b Lxp

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Verified Reviewer

Not proper credit for account payments

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you have been absorbing my ACCOUNT overpayments for several years now there is a online account login i can see it i have called a bunch of times and accordingly you were runnning an account review its been a month plus NOTHING ---------------- I HAVE OBTAINED MY ACCOUNT PAYMENT RECORDS FROM MY BANK AND NEED TO SEND THEM TO YOU TO SUPPORT YOUR REVIEW where can i send these bank records
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1 comment
ADT

Hello Barry, We're so terribly sorry to learn of this unacceptable experience you've had as a member of the ADT family! We would love to address these issues with you further if you could please email our team directly at Alwaysthere@adt.com with the full address in which the services are located and the account details along with your post.

Dalton C Mip

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Incorrect and probable fraudulent contract and billing

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I am continuing the discussion of recent billing as begun earlier today with a reply email which had a contract supposedly generated in 2018 and which was allegedly signed by my wife. This was in reference to account #40186****. The address listed on the contract is correct but the signature is not my wife's DocuSign signature. The agent listed is unknown to us and is listed as Bocca Raton Florida which is more than 2 hours from Orlando and Winter Garden. When big-city Orlando has a local ADT office, there would be no reason for dealing with an agent in Bocca Raton 2 hrs. away. We on moving into our new house in May of 2016 transferred ADT service from Portland Or. If a contract for installation was required, it would have been generated then and not in 2018. So from 2016 t0 end of 2020 would have been 4 years and not subject to any early termination fees as is alleged.
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Preferred solution: Let the company propose a solution

User's recommendation: double check billing for customers

3 comments
ADT

Hello! We are concerned to hear about the experience that you have had.

We are happy to help look into this with you.

Please reach out to us at alwaysthere@adt.com. Please provide us with your account information and include your post.

ADT

Hello Dalton. We are sorry for the frustrating experiences and would like to look into this further for you.

Please email us at AlwaysThere@adt.com with your phone number, address, and copy of your concerns so we can assist.

Thank you. -Andrew

ADT

Hello Dalton, We're so terribly sorry to learn of this unacceptable experience you've had as a member of the ADT family! We would love to address these issues with you further if you could please email our team directly at Alwaysthere@adt.com with the full address in which the services are located and the account details along with your post.

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Chris B Dvz

Sneaky phone contracts

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I signed up with ADT on 2/15/2017 for 27.99 a Month for 2 years and my contract was over on 2/15/2019 and on 7/07/2019 my monthly bill increased over 30.00 dollars and I called them to inquire on why and I was asked if I wanted it try back to the 27.99 price and of course I stated that yes because there was no explanation of why the increase and here is the wrongful and sneaky way they stated that when I said yes that meant I signed up for 2 more years which is a crock because they never sent me a new contract at all. I stated I wanted to hear myself in the recording stating that I was agreeing for another 2years but I told my bank what had happened and the people I talked to, and they said thats not Legal if they never sent me a new contract,and they agreed to stop all future payments. I am writing this review so that people dont sign up with a sneaky company that pulls corrupt business practices like ADT.

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Loss:
$28
Pros:
  • Know how to lie and steal from customers
  • Able to reach a representative
Cons:
  • Awful company
  • Know how to shaft there customers
  • Unethical

Preferred solution: My so called contract cancelled and a refund for December

User's recommendation: Stay away from ADT

1 comment
ADT

Hello. We are truly sorry to hear of this and the frustrations you've endured.

We'd love an opportunity to look into this further and assist.

May we please have you send us a copy of your review/concern, along with the telephone number and full address associated with the service to AlwaysThere@adt.com? Thank you, Faith

Gabe Cjq
map-marker Los Angeles, California

Incomplete job

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I ordered a key pad last week, the technician came by to install but the key pad wasnt working. He left to go get another keypad but never came back. When I called after the weekend, I was on the phone for over an hour, transferred several times, and the ticket had been closed. I requests someone from management give me a call, as therere unable to transfer you and no one has reached out to me.
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User's recommendation: Find a company with better customer service

1 comment
ADT

Hello- Thank you for taking the time to let us know about your experience. We are so sorry to hear this.

We are happy to help you.

Please reach out to us at alwaysthere@adt.com. Please provide us with your account information and include your post.

STEVEN M Gzg

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Brockton, Massachusetts

We have tried to get help numerous times and failed

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I will make this as short a possible, We have been ADT customers since 2014, every time we have moved we have transferred our service to our new home. We currently live in Abington MA in a newly built home and have thousands of dollars worth of equipment that has never worked properly since installation a year ago. We have called, spoken to tech support, had multiple agents come to our home over the past year, and we are still not working properly. Today was the final straw, we had an appointment between 12-5 and no one ever showed up, they didn't call, and they didn't show up at all. We were told a few days ago by John Conway that ADT tech "Aaron" would take care of us, instead, Aaron could not even connect to check our cameras and instead gave us our own fix-it by getting a new router, we did, and we are now completely without service at all, NONE, instead we literally spent the entire day on the phone with representatives who were unable to help us at all, they gave us continual excuses like "this unit is closed" or "there's nothing available" we were finally given an appointment today by "Dolly" between 12-5 that she confirmed by saying that "Steven" would be the technician to come to our home, but he never came. He didn't come, didn't call, nothing, it's now Saturday evening, and we can't even call anyone until Monday. How is this acceptable? How is this the service of ADT?? We have been loyal, timely paying consumers since 2014 and as of right now we are sitting in our ADT fortress valued at over $5000k with no service. We want to cancel immediately with good reason.
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Loss:
$1000
Pros:
  • Wide range of services
Cons:
  • How they do not respond well to issues or concerns

Preferred solution: Deliver product or service ordered

1 comment
ADT

Oh no! We're very sorry to learn of your trouble with the system and for this disheartening experience you've had as an ADT family member!

We would love to address your concerns with you if you could please email our team directly at Alwaysthere@adt.com with the full address in which the services are located and a reference to your issue so we may best help you. ~ Thank you

Anonymous
map-marker Austin, Texas

Alarm defect

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While in Europe the alarm went off and on. Called the ADT service and the indicated it would address in the next 7 days. Had to have a electrician come out to turn off power until returning and wen we canceled they made us pay the entire year or if we did not pay they would file a bad credit report. Worst ever.
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User's recommendation: Do not use

1 comment
ADT

We're sorry for the troubles! ADT is unable to come out to service you if you're unable to allow us entry to the system's location.

Please connect with us directly at 1 800 238 2727 with any questions at all! Thank you, - Mazen

Sharlene D Xva

Substandard System Performance

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AngryBullshitI had ADT for 20+ years. Moved Texas to NY & decided to try Simplisafe = total disaster!! Went back to ADT after 1.5 years. OMG - to be worse than Simplisafe is pretty sad! I didn't receive the correct information for the promotinal offer so I missed the deadline. I haven't had a resolution to a problem for a month and can't get out of the contract. I can't find words to express how disappointed I am in ADT. I thought they were more upscale. They've joined the ranks of overpriced less than mediocre service. I haven't had resolution to a problem for a month going on 2 and can't get out of the contract. Now I know why they are so *** bent on their contract.
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Loss:
$65
Pros:
  • There are zero pros
  • Sales and installation
Cons:
  • Product
  • Did not live up to offer
  • That i did not get what i was told i would get over the phone

Preferred solution: Deliver product or service ordered

User's recommendation: Over priced and substandard - Not the old ADT quality

1 comment
ADT

Yikes! We're truly sorry to learn of this impermissible issue you are experiencing with the services!

Please email our team directly at Alwaysthere@adt.com with more information in regard to this experience and the full address in which the services are located so that we may help you directly. ~ Thank you