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Verified Reviewer
1.0
Details
I called to cancel my mom’s service today. She moved into assistant living awhile ago. I was told I, me, was on the hook for $875. I said that couldn’t be because we were told when we signed that if she moved into assisted living the contract was null and void. It...
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4 comments
Anonymous
#1776512

I have a similar story. We were sold a system (and $2137.74 in add-ons) with the understanding that they would relocate us given a potential move, not the case at all.

On January 19, 2019 we were approached by what we thought was an ADT representative at our new house, that we had just purchased in Wylie, TX. The representative was not ADT, rather representing Revamped Security Solutions, which was not made obvious. We enlisted them to install the promotion system at the time for $99 +tax. ($107.17) We also took the opportunity to install many optional components at an addition cost of $2137.74, including addition keypads, 4 cameras, doorbell camera, 2 door locks, 2 Garage door monitors/automated, 2 remote keyfobs, 4 smoke alarms and a couple addition smart bulbs and z-wave extender to give us adequate mesh coverage.

When signing up to this deal, we were made aware that there would be a monthly charge of $64.99 over 36 months. We also made the salesperson abundantly aware that we would have a potential relocation to the Cincinnati area withing the next year (12 months). He then stated that would not be a problem as there is a relocation process and we could take all of the "add-ons" with us and get a new base system installed at our new place. Well, fast forward to October, 2019 and the relocation is definite with a move-out of 10/24/2019 and come to find out, none of that was true.

After speaking with ADT, whom bought the contract, none of the equipment would even be relocatable with a new system of theirs at the destination. On top of that, it really is not a "relocation." It is rather, a cancellation of the current contract which then requires a billing of 75% of the remaining contract ($64.99 * 27 months * 75% = $1316.05). That cancellation fee is owed and ONLY gets waived if/when we would setup a new system (at our expense) and incur a brand new contract (resetting the date/duration) at the new location. This is basically, completely opposite of what we were told/sold.

It is no wonder that Justin G., our sales associate no longer works for Revamped. And, once the system was installed, it was very problematic from time-to-time. Several visits from Revamped and ADT technicians to resolve problems and replace/add hardware to stabilize the system was necessary. Several online, interactive, troubleshooting sessions were necessary to get cameras back online, and get parts of the system (alarm and automation) behaving and operating normally.

So, at this time, we have ~$2250 in alarm/automation system installed that is basically worthless to us moving forward. Revamped has *NO PRESENCE* in Cincinnati, Ohio where we are moving, so they can do nothing about the relocation, at all. We are also on the hook for ~ $1300 in cancellation fees. Shame on Revamped for allowing misleading sales practices from their associates.

Also, shame on ADT (my next stop with BBB) for allowing these practices from their 3rd party vendors. At this point, I am currently getting the finger-pointing game and getting bounced around from ADT customer service, Revamped Customer Service, ADT relocation department and random supervisors here and there.

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Review
#1704706 Review #1704706 is a subjective opinion of poster.
Service
Adt Customer Care
Pros
  • Service was fine until i tried to cancel
  • Service guys are always good
Cons
  • Very poor customer service
  • Account manager unable to resolve issue
  • Didnt follow through on making the contract null and void
Reason of review
Return, Exchange or Cancellation Policy
Loss
$875
Preferred solution
Make the contract null and void like we were assured it would be.
1.0
Details
ADT did not fulfill a promise made on this website
8 weeks ago, I wrote a review on this website about an issue with ADT. My review received a public comment from a member called "ADT" on the same day mentioning the following: "Hello Giancarlo- We're sorry you had to go through this. May we have your phone number and...
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Review
#1678898 Review #1678898 is a subjective opinion of poster.
Service
Adt Customer Care
Pros
  • Are responsive until you really need something
Cons
  • Damage to my property without refund
  • Unethical selling
  • Awful customer service
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Compensation of hole repair as a minimum ($50-680) and of lost time
Tags
  • Adt Customer Service
2.2
Details
I called to Request Cancellation of service and A finalized amount of contrast cancellation/ Once I told them I was needing it for A BUY OUT switching to VIVINT SMART HOME, I was immediately put on hold for 6 minutes to speak to the right personnel. The agent that...
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1 comment
Atha
#1732466

Hello- We're sorry to learn of your experience and would be more than happy to review this further. If you could please email our team directly at AlwaysThere@adt.com with a reference to your review and the address in which the system is located we may address this with you.~ Eileen

Review
#1622078 Review #1622078 is a subjective opinion of poster.
Service
Adt Customer Care
Reason of review
Poor customer service
1.0
Details
ADT Cameras have very very very poor range. I was told they would cover my driveway all the way to the other side of the street. They barely cover one side of my driveway. So I contacted ADT to have another camera installed to cover the other side of my driveway. They...
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1 comment
Atha
#1716578

Hello- We're sorry for your troubles. May we have your phone number and the address associated with your system, along with a detailed issue description emailed to AlwaysThere@adt.com so that we can further review and assist?

Thank you. - Mazen

Review
#1586162 Review #1586162 is a subjective opinion of poster.
Service
Adt Customer Care
Pros
  • Sign
Cons
  • Poor technical service
  • I hate the service
  • Customer service and cameras
Reason of review
Poor customer service
Loss
$275
Preferred solution
Free new replacement camera and installation.
1.3
Details
Wife ordered a door bell and what she thought was a receipt has turned out to be a new 3 yr contract and they did nothing else. I encourage everyone to make your complaints to your attorney generals office. With enough complaints maybe they will start looking into how ADT...
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2 comments
Anonymous
#1665635

Deal with ADT but stay away from the state attorney general. That office is not your friend and will most likely cause you a slew of problems you did not expect and will not be prepared for.

Their function is to act as the state collection agency and the first person they will check out is YOU, the writer, back to the day of your birth looking for missed filings, underpaid taxes, liens, open cases, late anything, court judgments, fines and costs, child support, monies owed to other states or the federal government, etc. Repeat : THE STATE ATTORNEY GENERAL IS NOT YOUR FRIEND - TREAT THEM WITH EXTREME SUSPICION AND NEVER ENGAGE THEM FIRST.

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Review
#1496259 Review #1496259 is a subjective opinion of poster.
Service
Adt Customer Care
Reason of review
Poor customer service
I was called by ADT and paid a $99.00 plus tax fee to come and assess my new home purchase. The assessor arrived and evaluated my home and offered to install everything. I informed the assessor/installer that I do not want the service at this time. He stated give me a...
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1 comment
Anonymous
#1662975

Yes they will trick you into signing contracts and then will not let you out with out paying . They are terrible, once my contract is up will drop them so fast and will tell everyone to stay away

Review
#1495758 Review #1495758 is a subjective opinion of poster.
Service
Adt Customer Care
Reason of review
Return, Exchange or Cancellation Policy
Loss
$1297
1.7
Details
Chronic ADT Failures jeopardize health & safety of Spectrum patients and staff
Chronic ADT Failures jeopardize health & safety of Spectrum patients and staff
Chronic ADT Failures jeopardize health & safety of Spectrum patients and staff
Chronic ADT Failures jeopardize health & safety of Spectrum patients and staff
Chronic ADT Failures jeopardize health & safety of Spectrum patients and staff
Chronic ADT Failures jeopardize health & safety of Spectrum patients and staff
Senior Executives at reputable companies welcome customer feedback and use this information to: 1. Improve the quality of their products and services 2. Improve the underlying people, process and technology 3. Strengthen the partnership with the customer by becoming a...
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Review
#1458644 Review #1458644 is a subjective opinion of poster.
Service
Adt Customer Care
Pros
  • Helpfulness of newly assigned regional general manager
Cons
  • Sales
  • Will not allow me to cancel
  • Unethical billing and staff
Reason of review
Bad quality
Loss
$73400
Preferred solution
Immediate release from all ADT service contracts
Tags
  • Lack of service after sale
  • support delay
  • Service Failed
  • Contract Breach
  • Escalation Process Missing
  • Outdated Equipment
1.0
Details
I moved and needed to cancel service with ADT. I had been with them for two years. They told me I could have service moved but did not tell me they would start a new three year contract. I went ahead and had service transferred instead of canceling. What a mistake. I...
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1 comment
Atha
#1619688

Hello. ADT would like to apologize for any inconvenience this has caused.

We would be happy to review these concerns for you if you would please email your account information to AlwaysThere@adt.com.

Thank you. -Gabe

Review
#1433723 Review #1433723 is a subjective opinion of poster.
Service
Adt Customer Care
Reason of review
Problems with payment
Lied from the get go.Zero response from them.Lies lies and for 11 months silence i.e. ignore.Please please please run from this outfit,they are below worthless.Go to guardian ect never never adt.They are usualess.had them 18 months,still wairting to find out what...
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1 comment
Atha
#1614483

Hello Tim. We apologize for your frustrating experience.

If you would like to email us further details of your concerns, including the phone number or address for where the service is located to AlwaysThere@adt.com, we can assist further. Please include this review in your email as well.

Thank you. -Andrew

Review
#1424356 Review #1424356 is a subjective opinion of poster.
Service
Adt Customer Care
Reason of review
Poor customer service

Contact ADT Customer Service

Website:
www.adt.com
Mailing Address:
1501 Yamato Road
Boca Raton, Florida 33431-0835
United States
Phone:
(800) 658-0842
All ADT Contacts

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ADT reviews
1.0
Details
An ADT "authorized dealer" contacted my 90 year old mother with his speil about changing her current contract with another security company. She agreed to change to ADT because it would cost less (it was actually $1 and change higher). She would get new equipment which...
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3 comments
Anonymous
#1728667

I agree with this poster. My elderly father-in-law was approached by an ADT representative under the same circumstances.

He has been showing signs of Alzheimers for quite some time. This occurred about nine months after we lost my mother-in-law, and he was reeling, not only from grief but from trying to figure out finances she had always taken care of. His income had of course dropped with her death, so the promise that he'd save money was what hooked him. He has had nothing but trouble with that system from the beginning.

My husband has been maintaining it since he got it. The alarms go off without provocation, and the last straw was an alarm sounding that wouldn't turn off until my husband actually disconnected the system box from the wiring. It was at that point that the call center contacted my father-in-law and asked if everything was okay (why didn't they contact him when the alarm first went off? No idea.) My FIL told them he was fed up and wanted to cancel the service.

They wanted over $400 for him to do so. As he began to get angry, my husband took over the call. He explained the circumstances, let the representative know that the cost was prohibitive on my FIL's income, that he was confused and grieving at the time he signed the contract, etc. The rep said there was nothing he could do, refused to escalate the call, and told my husband there was no one he could talk to at company headquarters and no way to reach them except through snail mail.

This all occurred yesterday. My husband has located email addresses for several top executives, and you'd better believe there will be a flurry of escalating emails to them if they don't respond as they should. It's a shame that such a well-known company has to resort to these tactics. I wonder what they'll do when my FIL has to be moved into Assisted Living?

Send him to collections because he can't pay the bill?

We'll see about that. Angry in Colorado

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Review
#1417928 Review #1417928 is a subjective opinion of poster.
Service
Adt Customer Care
Reason of review
Return, Exchange or Cancellation Policy