Lacy G Htv

They took money from my bank account that I did NOT authorize

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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?!

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Loss:
$171

Preferred solution: Full refund

User's recommendation: Select a different security company

1 comment
ADT

Hello, we are sorry to learn of your billing concerns. Please connect with our billing team at 1-800-238-**** so that we may further assist you.

Anonymous
map-marker Los Gatos, California

Unable to communicate with ADT

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I used Pissed consumer,com to contact ADT. All attempts to call failed. The robots and wait times frustrated me. Within 3 days I received an email from ADT offering assistance. Problem now looks manageable. Thank you.
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User's recommendation: Trust the process. Yes, using this site may be the last resort but it works

Glen E Kdd

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Verified Reviewer

Cancel monitoring service

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Our contract has been fulfilled and we would like to cancel our service. You have made this nearly impossible. Please confirm that you HAVE canceled our ADT service. acct# 31317**** Code: Aardvark
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Loss:
$145
Cons:
  • Inability to cancel even after contract fulfilled
  • Poor service
Tracey R Cxu

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Verified Buyer
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Verified Reviewer

Equipment and Customer service

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ADT - Equipment and Customer service
This is insane I am still on hold. This is two weeks now. My back camera hasn't worked since the beginning of October. Sent a tech on 11/9 camera stopped working 11/10. Customer service may as well be non existent. On hold each time for more than 40 minutes. On hold now just hit 42 minutes. Im done ADT --- customers over profit!!!
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Loss:
$389
Pros:
  • I think the alarm system still works
Cons:
  • 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.

1 comment
ADT

Hello, We are sorry to hear of your experience, and we will be happy to assist you. Could you please email us the full address and telephone number associate with your account along with a copy of your review to alwaysthere@adt.com. Thank you.

Anonymous
map-marker Victoria, Texas

System repeatedly fails and ast has no customer support or tech support.

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Horrible company. Never return calls or offer assistance. think twice before getting them. Inaccurate no help.
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User's recommendation: Don’t do it

Anonymous
map-marker Richardson, Texas

A whole set of camera’s and motion sensors were installed and never worked

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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.

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User's recommendation: Don’t do it.

1 comment
Guest

Never form a plural with an apostrophe. It is the only rule in the English language with no exceptions.

Jeff B Jbm

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Verified Reviewer

ADT sneaky three-year contract

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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.

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Preferred solution: Apology

User's recommendation: Do not trust ADT. They are dishonest and unreliable.

2 comments
Guest

I received an email from ADT and the problem was totally solve by them. The doorbell will be installed with no added contract.

I thank ADT for their swift response and resolution to my problem. Once again I thank ADT and will remain a loyal customer.

Guest

I received a email from ADT and the problem has been resolved to my great satisfaction. The doorbell will be installed without the extended contract.

I thank ADT for the very timely response and resolution to my problem.

I will continue to be a ADT customer. Thanking them again!

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Quality L Ktj

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Verified Reviewer
| map-marker Pompano Beach, Florida

They Won’t Answer So You Can Cancel

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I have been on hold for 55 minutes. After first calling and ending up on hold with simply safe and being transferred. It said the wait time was 10 minutes. A little more than 10 minutes in someone answered and then transferred me elsewhere. Where I continued to wait tempted to hang up but I think thats what they want you to do! I want to file a complaint about this practice somewhere!
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Pros:
  • Service works
Cons:
  • 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

Alyssa P Dpl

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Verified Reviewer

Customer Service is terrible

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ADT - Customer Service is terrible
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Updated by user Jul 26, 2022

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...

Original review Jul 14, 2022
Sensor that technician installed fell off. They sent a replacement for me to put up.

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.
View full review
Pros:
  • Sign
  • System works well
Cons:
  • 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

2 comments
ADT

Hello Alyssa. We are sorry to lean of this frustrating experience.

We have reviewed the account and see you are schedule for service.

Please let us know if you need anything additional. Thank you!

Alyssa P Dpl
reply icon Replying to comment of ADT

I am scheduled for a virtual technician service. So, my 14 years of loyalty means I get to learn how to put the plug back in, using screwdriver in outlet as well as putting the back up battery back in panel and screwing that back on and then the cover of the panel back on and screwing that on.

Then I will have to mess with the sensor and have it programmed and maybe just maybe after an hour it will be back up. I don't get paid to do this.

I have paid ADT for 14 years and none of this would have happened if it weren't for the technician that came and switched out my system and didn't put the sensor on well enough in the first place. This is ridiculous.

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Michael B Miw

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Verified Reviewer
| map-marker Milton, Florida

Customer Service

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ADT - Customer Service
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Updated by user Aug 04, 2022

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...

Original review Jul 05, 2022
I have been an ADT customer since 2006. From 2006 to 2009, and 2013 to Nov 2020 things were really great.

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.
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Cons:
  • Repairs not fixed within the six month guarantee expires

Preferred solution: Deliver product or service ordered

Anonymous
map-marker El Paso, Texas

Wild Customer Service Experience

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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

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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

Anonymous
map-marker Aubrey, Texas

Customer Service Very Poor

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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!!!

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User's recommendation: Proceed with caution

1 comment
Guest

You cannot cancel by telephone. You must place your demand in writing and furnish via Certified Mail Return Receipt Requested.

Stae clearly your name. address, account number and the date that service is to terminate. Do so a minimum of 30 days prior to the onset of the final billing period (even if you are contractually bound for a given period, chances are there is an "automatic renewal" clause in the fine print). Then inform your financial provider to dishonor any invoices from the company after the stated date.

It will take far less time and is ironclad should it come to litigation. Calls are ineffective and ignored - it may be someone with a grudge against you shutting off your utilities, etc.

if they are angry or resentful towards you about something. Easy way to foul up somebody's day...

Wayne T Tdp

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Verified Reviewer
| map-marker Jacksonville, Florida

I 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

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Bullying, & Elder Abuse. I was quoted an amount over the phone. Sales Rep came out & immediately quoted a higher amount, wanted upfront money prior to installation. I was given 2 different contracts & a work order with different figures. My old alarm system was never disconnected as requested numerous times. I received 4 billing statements with different amounts on them less than 2 weeks after installation. The final draw was when funds were withdrawn from my checking account without authorization. I am in the process of filing a law suit against ADT 7 the Sales Rep as an individual
View full review
Loss:
$1
Cons:
  • Elder abuse
  • Harassment
  • Bait & switch

Preferred solution: Let the company propose a solution

User's recommendation: would not recommend to future customers

IVY M Vpn
map-marker Palm Bay, Florida

Horrible system, horrible customer service

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can not fix issues and can not do emergency calls to fix issues, not 24 hr service like stated, alarm will go off for no reason and monitor shows everything is correct, technicians do not know what they are doing and just want to get there and leave. DO NOT SIGN UP EVEN IF ITS FREE THROUGH DR HORTON!
View full review
Loss:
$2000

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...

1 comment
ADT

Hello. We are very sorry for the frustrating experiences.

Please feel free to email us at AlwaysThere@adt.com with a copy of these concerns as well as the phone number and address for where the services are located, so we can review further to assist. Thank you.

Joe m Ogk
map-marker Fremont, California

Got scammed

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I already have a security system,installed.U guys came in and Uninstaller my original security system and put in yours.SHS found out immediately and came in and took out adt and put back theres.I consider this a violation of my self and am not a happy camper.I never authorized the adt installation.
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Preferred solution: Apology

User's recommendation: Be careful

1 comment
ADT

We are sorry to hear of your experience, and we will be happy to assist you. Could you please email us the full address and telephone number associate with your account along with a copy of your review to alwaysthere@adt.com. Thank you,