Melvin C Pty

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Verified Reviewer

Terrible service

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ADT seems ok when things are working but their service is disgraceful! Called for a replacement for my new front door. Waited over an hour on the phone for an appointment, then they said they would call me back - never did. Called again to cancel but was assured they would get me an appointment and give them another chance - waited again for over an hour then got cut off. Called a third time to cancel and had a cancellation date. Then received a call from ADT service who said they were sorry for the problems but they could set up an appointment right then. I agreed and had an appointment for an afternoon (needed for personal reasons). Received call to confirm morning appointment. Had to explain I needed and assumed I had an afternoon appointment. Eventually they came and amazingly didn't have the parts for the job! So now waiting for yet another appointment. Must be time to cancel ADT after 30 plus years,,,,,,
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Loss:
$120
Pros:
  • Reliable system
  • System works well
Cons:
  • Absolutely terrible service

Preferred solution: Apology

User's recommendation: Check out another company

1 comment
ADT

Hello, 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.

Linda V Ewi
map-marker Toms River, New Jersey

Billing

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Account#30743**** Very upset with the "new" pricing for my service. I have been a customer of ADT since 2009. Back then I paid $35.99 + tax a month. Over the years the price has been increasing. The bill I received for my quarterly payment is now $165.60 + tax. I am retired living on a fixed income. I will have to start looking for another service. .
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Preferred solution: Price reduction

1 comment
ADT

Hi Linda, we encourage you to make contact with our team directly by calling 1 800 238 2727 so we can go over your bill directly. Our apologies for the troubles!- Tim L

Margarita S Wvp

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Verified Reviewer

Service

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On November 25, on or about 9 to 10 AM, my doorbell rang. I rushed to answer it, the alarm went off. I had forgotten to shut it off. It rang for a while and I noticed that no one called me from ADT to find out if something was wrong. I let it ring for a few minutes more, but still no reply from ADT. So I shut it off. Tried calling ADT but no answer. I am paying my monthly fee for the monitoring service. If someone had entered my home and something happened to me, you at ADT would be responsible. This is not the first time it's happened about 4 to 5 times this year. I have complained before. I guess your people are sleeping on the job putting the lives of your customers in danger.
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Preferred solution: Let the company propose a solution

User's recommendation: No recommendations to future customers. If it happens again, I will discontinue the service.

1 comment
ADT

Hello Margarita- Thank you for taking the time to reach out to us and for letting us know about your experience. We are concerned to hear that you were not able to reach anyone and you have not been helped.

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

Anonymous
map-marker Johannesburg, Gauteng

My ADT Monthly premiums are very high. I am currentky looking at competitive rates for senior citizens like myself. My thinkin is that if I do not raise this concern I might not be able to pay/ afford

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No incident to report exceprt that some of the requested monitoring are never fulfilled.No evidence that any monitoring was done.
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User's recommendation: The rates scale does not represent the area and its vulnerability.

2 comments
Guest

Get out! It does not get better, there is a reason they do not have ONE 5 star and over 3k one stars..if there were negative stars they would have negative stars!

ADT

Hello. You can verify monitoring by performing a test.

You can do so anytime!

Please connect with us directly at 1 800 238 2727 as we can walk you through the steps. Thank you, - Mazen

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Jeffrey B Nxs

No help

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My brother keep braking in my bedroom and this alarm does not work I've had things stopping from my room and I'm paying Adt a lot of money and when I call them they put me on hold and then they hang up on me that what I get for $54 dollar a month
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Loss:
$100

Preferred solution: Full refund

1 comment
ADT

Oh no! Please connect with us at 1 800 238 2727.

Our expert tech support team can help with this vexing experience! - Mazen

Anonymous
map-marker Louisville, Kentucky

Compliment

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Had complaint, they resolved it within 2 days,excellent service,thank you only fair to post this tim long
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William C Aoo

Paying for services not in my Plan

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I am being billed for ADT Pulse System which includes monitoring Burglar Alarm, Monitoring FIRE ALARM, Pulse Remote Internet access, Pulse Touchscreen Content, Pulse Video, QSP Plan for $59.78 plus tax. I see a button on the key pad for Fire and Police - Is that a connection to them or ADT'S monitoring centers? How does ADT monitor Fire Alarms if they did not install one in my apartment? I asked an agent at ADT and she said they did it through ADT equipment. I told her that ADT did not install a fire alarm in my apartment. She hung up on me. Was the installer supposed to wire a smoke detector in my apartment? I have the TSSC Life Safety Module!
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Pros:
  • Alarm system works without many problems
  • Customer service is very helpful
Cons:
  • Poorly described services
  • Poor billing
  • Vague contracts

Preferred solution: Deliver product or service ordered

User's recommendation: Read your contract carefully and make sure you are paying for and getting what is in the contract.

1 comment
ADT

Hello. Thank you for reaching out and we apologize for this concern.

Even if you did not have a smoke alarm installed, you can still trigger a fire alarm through your keypad. This will send a signal to ADT that there is a fire emergency for us to respond to. The same goes for the Police button.

This will act as a hold up / duress alarm that ADT will respond to as well. -Andrew

Robert S Ile

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Verified Reviewer

Go somewhere else

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don't buy unless you want to pay for service they didn't provide. i had my installation started on Jan 2nd. it took them until Jan 17th to finally get it to where i could arm the system without it going off. instead of pro rating it they charged me for the whole month. they told me the installers had to pay me that because their policy was payment started on first day of installation regardless. not very good customer relations..
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Loss:
$30

Preferred solution: pay the balance of services not rendered..

1 comment
ADT

Hello- We do apologize to learn of the delay with your installation! We would be more than happy to review this with you further and address your concerns if you could please email our team directly at AlwaysThere@adt.com.

Please include a reference to your concern and the address in which the services are located within the body of the email. ~ Eileen

Anonymous
map-marker Allen, Texas

Do not use ADT service...it is nearly impossible to cancel

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I have had ADT home services for about five years. We no longer need the services and I have made four calls into their customer service department and each person has hung up on me mid-cancellation conversation. The hold time is regularly 15 minutes or more so I have wasted over an hour of my time trying to give them a final payment and close my account. My next call is to the BBB and my legal counsel.
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1 comment
Guest

Hello- We are sorry to hear of the frustrating experience that you have had. We are happy to help you.

Please reach out to us at alwaysthere@***.com. Please provide us with your phone number, address, and include your post.

Resolved
Pauline D Bqt

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

Resolved: Missed connection

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Updated by user Feb 10, 2020

charges dropped

Original review Oct 14, 2019
i on sat tech called me and no answer he left a message he was on his way. I called adt at 4:02 to let them know i was at home the agent kept me on hold for a long time, meanwhilw the tech left a missed adt note on door at 4:10 never ringing doorbell. Before calling Adt i called tech back tried to leave a message and voice mall has not been set up . The weekends games are played , in this case the agent was working with the tech and the tech was trying to cover his *** by leaving a missed note. I was told by an agent when I called to reschedule Monday was a holiday . Adt please clean house before you lose all of your customers Shocked
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Reason of review:
Poor customer service
2 comments
Guest

I contacted pissed consumer about ADT,later in the week I contacted ADT and spoke to a supervisor and it was taken off my billl. No questions asked.

Thank you pissed consumer for taking care of me and doing a wonderful job/ I am very grateful.grateful,grateful, you saved me a lot of money. Pauline Dinkins

ADT

Hello- We're very concerned to hear of your experience and would like to review this further! Please email our team at Alwaysthere@adt.com with a reference to your review and the address in which the system is located so that we may assist you.~ Eileen

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DAVID P Elm

Bad Company, *** Service Response and Mantra

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Called ADT and left two messages (nobody returned any calls) about an install issue in which the installer didn't tighten screws on the terminal strip, so a wire came out, creating a panel error. Also had date/time issue on foyer keypad.

Finally get a tech to come out, and come to find out service is A-La-Carte ($80 here, $40 there), unless you have a service plan --- so if they show up at your house, even if it is THEIR fault, YOU pay!

What a crock! Going with another company.

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Cons:
  • Lack of respect
  • Horrible customer service
  • Poor technical service
Reason of review:
Poor customer service

Preferred solution: Full refund

2 comments
Guest

Your contract techs are rude and indifferent, and your company is not accountable for anything.

ADT

Hello- We are sorry to hear about your experience. Please reach out to us at alwaysthere@adt.com so we can assist you.

Please include your phone number, address and post in order for us to review the account. -Jackie

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Emma P Byw
map-marker Denton, Texas

Very rude customer service tech support, called them to check out my system in my home, the lady was very,very rude and got nowhere with her..

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I called for a service maintenance rep to come and check out my system for lights and the alarm coming on at various times like motion 14 , she was very,very rude and I got no where with her , she told me I did not have a problem until a certain light came on, and the service tech don't come out unless it was on. I have been a customer with you since June 2013, I will be looking for another provider in the near future if your customer service doe's not improve. Please get rid of this lady that represents your company. I called today 1/23/2019 around 2:45, my name is Emma Perry 1329 Dartmouth Denton Texas....my account number is 1042****....I have been a happy customer until this has happened...and by the way I hung the phone up on her....Thanks Emma Perry
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Reason of review:
Poor customer service
1 comment
ADT

Hello Emma- We are sorry to hear about the experience that you had. We will be reviewing the conversation internally and will make sure that we are handling your concern accordingly.

If you are continuing to have issues please give our technical support team another try!

Thank you for bringing this to our attention! -Jackie

Resolved
Luigi Vjd

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 Scottsdale, Arizona

Resolved: Paying for Pulse. Has not worked since August Its now 26 November

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Updated by user Dec 26, 2018

ADT refunded for the months that it did not work.

Original review Nov 26, 2018
I was wondering if the battery in my smoke detector needed to be changed. I went on line to see how to tell and what battery it may be. When I looked at pulse I noticed that it was not operating. I also noticed that I could not bring up any history about my system. I called and spoke to customer non service and found out that my Pulse system has been down since August 6th. Of course, I have been paying for this service every month and I questioned why if it was not working why wouldn't they inform me. I was told that I hadn't set up for them to tell me. What, why wouldn't they do that without me setting it up? After explaining that I was unhappy I was put on hold to speak with a specialist. After five minutes I hung up and sent them an email requesting that they contact me. As of yet I have received no contact from them. The non customer service lady claims that they were still monitoring my system but it seems to me It should see that in my history as we use the system daily. I am not optimistic that they care to resolve this issue.
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Loss:
$200
Cons:
  • Not working since august
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

Just to update. I have exchanged emails with Gabe at ADT.

He has issued me a credit for the months that my system was down and I have received additional information from him concerning my system. What I have done is cancel the Pulse portion of my system and also the service contract. After reviewing my system and my needs I feel that those items are not necessary for my needs. I retained the cellular, burglar, and fire monitoring.

At this point I feel that ADT treated me fairly after my complaint and would only add that possibly my misunderstanding would have not happened had ADT informed me at the time my pulse failed. Apparently a person has to sign up for that feature. I was never informed that I needed to do that and feel that it should be part of the Pulse experience.

They need to itemize the charges on bills not just the total. I think that would help all customers of ADT.

ADT

Hello-We're sorry to hear that you are having issues with ADT Pulse. Please feel free to email us at AlwaysThere@adt.com with your account information and we'll be happy to assist.

Thank you. -Gabe

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Resolved
Channing Yzy
map-marker Gaithersburg, Maryland

Resolved: Horrible Installation - cannot believe they will not fix to satisfy customer

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ADT - Horrible Installation - cannot believe they will not fix to satisfy customer
ADT - Horrible Installation - cannot believe they will not fix to satisfy customer - Image 2
ADT - Horrible Installation - cannot believe they will not fix to satisfy customer - Image 3
ADT - Horrible Installation - cannot believe they will not fix to satisfy customer - Image 4
Updated by user Sep 18, 2018

ADT send a serviceman out to my house to fix the issues. It turns out that a contractor had done the sloppy work. I am very satisfied with the work that was done and the gentleman that came out was extremely professional.

Updated by user Sep 18, 2018

I am happy to say that ADT has resolved this issue.

Original review Sep 06, 2018
Horrible - I had a broken ankle so I could not see what "Caleb" from ADT was doing. Every door/window was done VERY SLOPPY. DId not clean latex from the old security system. Did not take all old security sensors off. Put new sensors where ever was the least amount of work for him - no matter how it looks. Sensors on windows are not all put in correct place and go off during thunder storms. ADT corporate will not help . They think that the pictures of the horrible work that I include are "acceptable". If you want your windows and doors to look as horrible as ours, then go with ADT. Rather than make a customer happy over a legitimate issue, they instead *** of the customer so much that writing bad reviews on the internet is the only recourse.
First pic - slop left on every window when they could have just installed the new sensor over the old.
Second pic - all windows have sensors on the top of the bottom window - this and one other have it on the front of the window
Third pic - sensor installed in middle of door
Fourth pic - more sloppy work
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Pros:
  • System works well
Cons:
  • Customer service
  • Lies told by installer
  • Quality of installation
Reason of review:
Bad quality
5 comments
Guest

As you can see, ADT answers my complaint above - but THEY NEVER FOLLOW UP - NOBODY WILL CALL ME TO RESOLVED THIS SITUATION - THEY JUST POST THE ABOVE MESSAGE TO MAKE IT LOOK LIKE THEY CARE

ADT
reply icon Replying to comment of Guest-1558364

Hello Mike A.- Our team has already been in contact with you. From our understanding, your concerns have been resolved.

If you wish to further review, please E-Mail us at AlwaysThere@ADT.com. ~Tréchell

Guest

Here is how ADT provides "customer suport". They have a guy named Rob Sladden leave a message for me and then he will not return any calls. How is that for customer service ADT?

ADT

Hello Michael- We appreciate you reaching back out to us, to review your concerns with the service. Our team has been in contact with you regarding your installation concerns outstanding from May, 2017 and have reached out to the ADT local office to review further.

As stated, ADT is not required to remove or clean up residue left by any pre-existing equipment you may have.

Thank you again for bringing your concerns to our attention. ~Tréchell

Guest
reply icon Replying to comment of ADT

Absolute liars - your team (Rob Steddens) left a voice mail one week ago 9/6/2018 asking me to call him. He will not answer his phone nor respond to his voice mail.

I am NOT ASKING YOU TO CLEAN UP RESIDUE - I am asking that you re-do 5 windows and 3 doors.

YOU ARE DISHONEST, YOU DO NOT LISTEN, and you are a HORRIBLE COMPANY to deal with . YOU DO NOT CARE ABOUT YOUR CUSTOMERS AT ALL.

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Tiquan Vaz

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

Worst and unacceptable customer service.

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I could not believe how I was treated by one of ADTA’s agent today. I called to get help while their tech was out here in my house. We needed to speak agent in order for the tech to complete the work. But in stead, the agent threaten me that she would hang up the phone on me if i don’t let her say what she wants which was outside of the reason my call. She was very rude and disrespectful. She did not consider me that I am a customer and had the patience to leason my concern. If I had not signed up for a contract, I would have been done. Even now, if they can terminate my contract with out penalty, am I will be to go another security company. She need to have training or action should be taken. So rude and unacceptable customer service.
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Reason of review:
Poor customer service
1 comment
ADT

Hello. We're very sorry to hear about this experience and for the disappointment in customer service.

We'd like to review this call to ensure any coaching opportunities are addressed and ask that you please email us your phone number and address for where the service is located to AlwaysThere@adt.com .

Thank you. -Andrew