ADT
Reviews and Complaints
They took money from my bank account that I did NOT authorize
I made a payment on Feb. 24, 2023 and set up another payment for 14 days later.
This was all done on a recorded line and can be heard by whoever sees this review that works for ADT. Today, ADT went into my bank account and drafted $171.69 that I did not agree to or authorize. Called and spoke to a CSR agent and was told that they would not refund me. I then asked to speak to a manager and a Davante (Manager ID 264716) in Jacksonville, FL call center had zero cares and then told me that he would not refund me and that I would need to dispute the charge with my bank.
I have been an ADT customer for 12 years and have seen a STEEP DECLINE in the company as a whole. What has happened to you ADT?!
Preferred solution: Full refund
User's recommendation: Select a different security company
Unable to communicate with ADT
User's recommendation: Trust the process. Yes, using this site may be the last resort but it works
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 ReviewerCancel monitoring service
- Inability to cancel even after contract fulfilled
- Poor service
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |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 ReviewerEquipment and Customer service
- I think the alarm system still works
- Cameras dont work problem and there is a delay in clip recording
Preferred solution: Exchange cameras or refund my money - partial refund for cameras.
User's recommendation: Don't believe the hype This company is no longer what it used to be.
System repeatedly fails and ast has no customer support or tech support.
User's recommendation: Don’t do it
A whole set of camera’s and motion sensors were installed and never worked
During COVID I needed an alarm system because my kids were alone and having to homeschool. I called ADT and Vivant for A consultant to come and show what they had.
Apparently I got A 3rd party contractor who immediately started installing cameras. The system never worked properly I called ADT multiple times for them to come fix the issue. It was finally confirmed that the system I have would never have worked due to my internet speed. Also, my doorbell that never functioned properly was broken and I was told they couldnt get A part for it for months, meanwhile Im still paying for the service.
Then to make matters worse, the doorbell broke and I was told I could get A new one, A different kind, for over $200 but I can get out of my contract for the same price this is ridiculous. Ive been ill and have 8-10 surgeries since theyve installed and am so tired of dealing with the stress of these damn cameras. Currently trying to get ahold of customer loyalty and being told the department doesnt exist and Im on A 97 min wait time to speak with account services.
Dropping ASAP and would never allow them back to my home. And the whole system was not cheap.
User's recommendation: Don’t do it.
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Verified ReviewerADT sneaky three-year contract
Decided to add a video doorbell to my Pusle system. When I was finally able to talk to a sales representative it was arranged to have the doorbell installed and a deposit was given to ADT.
The day before the installation an ADT representative called to check on my internet speed and said it was able to handle the extra camera. Near the end of the call, he lightly touched on the fact that I would be agreeing to a three year contract. This was never mentioned in the call to the sales department. If I had been told about this, I would have stopped the sale at that moment.
He then said he was not sure about this and would have someone call me. I have been an ATD customer for 21 years and felt this was a very shady business practice. The next day a representative called and told me that the three-year contract was because I would be upgrading my system. I cancelled the installation and then called the business office to find how to cancel my ADT account.
I explained to the rep that I wanted to know EXACTLY what I needed to do to cancel the account. His reply was just call this number. When I questioned him further he did finally say that I had to call 30 days before the cutoff. Had I not pressed him for more details I would have had to pay for an additional month of unused service.
Another underhanded business practice. Last spring, when I was out of town, I got a message that my system had an error. I called ADT and was told my system was fine and was still protecting my home and when I returned that all I needed to do was reset my control panel. Upon returning home I could not clear the error and called the company only to be told that my system was down for three months, and a technician was needed to make a home visit to fix the problem.
For three months my home was not protected after being told by an ADT employee that there was no problem, and the system was functioning properly.
As soon as I can research different alarm company, I intend to get rid of this very unreliable and dishonest company. Would never recommend ADT to anyone.
Preferred solution: Apology
User's recommendation: Do not trust ADT. They are dishonest and unreliable.
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 | Pompano Beach, FloridaThey Won’t Answer So You Can Cancel
- Service works
- Very difficult to cancel
Preferred solution: Apology for all customers that they leave on hold for an hour without the option to cancel online or choose a call back instead of holding the line.
User's recommendation: Up to you
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |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 ReviewerCustomer Service is terrible
I am on hold for the fifth time AT LEAST in the last month. I am not happy.
Sensor fell off, it was replaced and that one didn't work after two hours AT LEAST of my time on the phone the technician said another one would be sent. I got that one, put it up and alarm...
It didn't work and I have emailed online with help but since I don't have a service plan a technician will cost money. I spent another 20 minutes waiting to talk on the phone also set up a virtual technician which is not available for 5 days. System has been offline for three weeks and I have been charged. Why do I have to put up a sensor that fell off that THEY put up.
I have been with ADT for 14 years and seriously considering going with another company. Waiting for 20 plus minutes just to get someone on the phone is ridiculous!
Even customer retention was horrible and has me scheduled for virtual appointment and the sensor is not even on now due to a phone technician having me take it off the door. I was thinking about adding other products for security but will NOT do it through
ADT.
- Sign
- System works well
- Over 14 years of loyalty is not recognized
- Terrible customer service
- Rude managers
Preferred solution: Deliver product or service ordered
User's recommendation: Not ADT
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 | Milton, FloridaCustomer Service
No one contacted me. ADT doesn't care about my service.
ADT still hasn't addressed the fault with 3 sensors. Its not the batteries. I've changed the batteries 3 times in 5 months on the sames 3 sensors.
The other 10 sensors have not malfunctioned once. I will never...
When I moved to Milton, FL was the beginning of not so great service. I had my ADT service reactivated in Nov 2021. In Dec 2021 the repeat tech calls for cameras not working began. I had 7 to 8 calls Dec to April 2022.
Today, my system still does not work properly. Although I was assured that the system would work correctly during the 6 mo guarantee or your money back. Well, my master bedroom window sensor have gone out 3 times in less than 7 months. The windows have never been opened, I might add.
I was told that the bricks on my home keep the cameras from working correctly. I have 3 or 4 WiFi extenders on my home, and it still malfunctions. Furthermore, I was also told that I might have to get 2 to 3 more wifi routers. ADT service has dramatically fallen since 2006.
I am sure I will get a response like it's all my fault for it not working. My computers, TV, cellphones, etc. all work fine on wifi, but ADT system does not. I sometimes cannot access the cameras while I am at home, let alone when I am away from home to check on my home.
Why? Why? Why? I requested two cameras with 2-way audio, but had to settle for audio only, because no one could seem to make the camera I requested work.
I just want the system to work all the time, since I am paying all the time. It's beyond old, seeing the spinning blue circle when I want to access my system.
- Repairs not fixed within the six month guarantee expires
Preferred solution: Deliver product or service ordered
Wild Customer Service Experience
Called to order battery for Front Door Panel. CSR filled the order with the wrong battery even though the description of the battery was given (one battery is like cell phone battery other is like an RC car battery).
Two of the same battery for the wrong panel showed up and after review of charges each battery was $10.00 over the advertised price on our bill.
Called Customer service again to correct the order.
The CSR a sales rep this time tried to convince us that we needed a charger for the battery and wanted to charge $118.00. I explained that we have a wall charger and the CSR said but if you want to stop buying batteries you need the charger. I explained that we have a wall charger and that the battery is DEAD because it is no longer charging at the wall charger. He then said Okay so you don't want the desk charger?
I reiterated that NO further items were needed and asked to be transferred to the Order Department. He said Okay let me order the Battery for you.
I asked to be transferred and upon being transferred I hung up because people at ADT DO NOT LISTEN, COMPREHEND, or Follow directions. Seriously
Preferred solution: Have managers review calls to see level of care being provided to customers.
User's recommendation: Get parts from a different source, Amazon or local store. Don't frustrate yourself by trying to communicate to people who Don't listen
Customer Service Very Poor
I have attempted to cancel service on three different occasions and have been transferred to multiple departments within the organization or call service or whatever. ADT is quick to answer the phone to process your payment or receive extra monies, however, absolutely refuses to connect you with an individual to cancel service.
So far, I have spent over two (2) hours on hold and being transferred.
If ADT had to pay my hourly fees to wait on their service, I bet things would speed up. Something to think about!!!
User's recommendation: Proceed with caution
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 | Jacksonville, FloridaI feel That I am a victim of fraud, a scam, Bait & Switch, Harassment, Intimidation, Bullying & elder abuse. I was quoted a price over the phone, Rep came out & quoted a different amount which was hi
- Elder abuse
- Harassment
- Bait & switch
Preferred solution: Let the company propose a solution
User's recommendation: would not recommend to future customers
Horrible system, horrible customer service
Preferred solution: I would like for my system to work as promised. I would like company to change their policies as far as fixing issues and customer service. I do not want anything free. If they can not fix issues then a full refund...
Got scammed
Preferred solution: Apology
User's recommendation: Be careful
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