ADT

Dear ADT Customer Service:

I am writing to express my deep frustration and disappointment with the service I received today and the overall experience I have had with ADT recently. I have been a loyal customer for over four years, ever since I became a first-time homebuyer. As a single parent with an autistic son, working for the Howard County school system and in the nonprofit sector for a school serving children with severe autism, the peace of mind provided by ADT cameras and alarms has been invaluable. However, recent events have left me questioning my continued relationship with your company.

Last week, I made an appointment due to my doorbell camera malfunctioning in cold weather. While the camera would work intermittently, it was not saving battery overnight. As a single mother, security is paramount, and I rely on the visibility and monitoring that ADT provides. I was disappointed to find that, despite calling in advance, I couldn't get someone out in a timely manner. The customer service representative I spoke with was rude, and I filed a complaint about the interaction.

Today, I had an appointment scheduled between 12 p.m. and 4 p.m. to fix both my doorbell camera and my back camera. I canceled all of my plans for the day to accommodate this appointment. When the technician, RahSean, arrived, he was incredibly rude to me and my son. He dismantled my doorbell camera and then asked if I had a charger for it. I explained that the previous technician had never given me one. I assumed he would retrieve one from his truck, but after waiting for 20 minutes with no communication, he never returned. Furthermore, I was left with a disassembled doorbell camera, exposed wires, and no solution, and was charged $62.00. Originally, I was told because I had to wait a week for someone to come out to fix my camera and doorbell, due to ADT not having any sooner availability, I wouldn't be charged for my appointment and would be credited for the time that my cameras were not operating.

I called ADT to report the poor customer service and to let them know that the technician left without completing the job. I spoke with Henrietta from the scheduling department, who was equally rude and refused to connect me with a manager. She also told me that the only option was to send the same technician back. This was completely unacceptable. My entire day was wasted, and my doorbell camera is now sitting on the ground with no way to reconnect it, and it isn't working during the day. I called the technician back, but my number was blocked from calling.

This has been the worst experience I have had with ADT. I need immediate assistance to resolve this issue. I also feel it is necessary to bring attention to the quality of customer service and technical support I have received. ADT has long been praised for its superior service, but after today's experience, I am seriously considering canceling my entire service. Please have someone contact me immediately to schedule a resolution. I expect a manager to take responsibility for this matter, and I will not accept a technician who failed to do their job charging me. At this juncture, I should be compensated for this horrible experience plus some. This is unacceptable.

Avoid ADT at All Costs - Horrible Customer Service and Inefficient ProcessesIve been an ADT customer since March 2021, and my recent experience trying to cancel my service has solidified my decision to never deal with them again. After calling to cancel my service on a property that will close escrow on December 27, it took a staggering 46 minutes and being transferred 4 times to different representatives.

I had to authenticate myself multiple times with verbal passwords and account information, only to be passed around from account management to billing, then to a relocation specialist (which I didnt even need, as I clearly explained that the property was being sold).

The entire process felt like no one listened to my request, and its nearly impossible to handle this kind of simple task without endless delays and frustration.

To make matters worse, you can't cancel online, so you're forced into this frustrating, time-wasting cycle. If there were zero stars, I would give it to this poorly run company.

Save yourself the headache and avoid ADT at all costs.

I had ADT and they are lying fraudulent thieves. Don't do business with this company run.

You might get mediocre service and billed correctly for a few months. Don't get fooled!! I always had service issues but when it comes to them making billing errors they will not fix the problem. I switched my service over to a person renting a property from me.

I was there for the process with ADT and new customer. ADT is now out of my name and in the new account holders name. I saw her pay him and set up auto pay and a password. They went through the system with her and everything.

My wife noticed a charge from ADT the next month. Funny I got an email that said my payment was declined. Neither of us have an account with ADT I emailed but of course I don't know the password so I couldn't get in. I called them and got the run around because I didn't have the password.

I don't have an account. I finally got customer service but it was a nightmare they couldn't figure anything out and never let me speak to a supervisor. Always would have to set up an appointment for a call with a supervisor. They never call.

Finally after 5 months of them charging my wife's debit card and the other lady I got in touch with a lady, by luck, and she found the error immediately. She could see that they had not properly closed my account. The account wasn't in my wife's name ever and they are charging her. We waited over a week and heard nothing.

Verbally I was told it would be put back on my wife's card that they NEVER should have used with no verbal electronic or written permission to access. I called again eight business days later and once again the shenanigans started.I keep getting transferred from department to department. Two hours later I get transferred to a gentleman in billing. I calmly said " I am going to explain this very clearly so I can get this problem taken care of immediately.

He said give me a try let's just see. Reluctantly I explained, in great detail, the problem. His response, * Give me a chance to take a look. Quickly he came back and saw the exact same error.

Clearly ADT was billing both cards for the same house. We don't have ADT at our house. The gentleman says great news we owe you a refund for the amount. This is the second verbal confirmation.

This gentleman said it would be easier to just get a paper check. I was cool its been six months I can wait for a check. I give him our address and he even looked it up so he could make sure it got to the correct address. Super cool just going on with life.

Two business days later get a letter saying credit denied for the amount we were FRAUDULENTLY charged. I don't want their credit, I am not a customer anymore. I want the full amount that they illegally took from my wife I have all the proof that they lie cheat and steal. My wife is a disabled American Veteran that proudly served the U.S army for twenty years.

Shame on you for for fraud but our heroes??? This will just get some AI generated responses.

ADT steals and lies but wants to run your security system? How does that workr

I've had problems with their cameras. They will tell you that they will monitor your service equipment.

However, if you have a problem with their system, you must be able to fix it yourself. If you aren't home, then you are out of luck. I want the best security away from home. They want to walk you through it.

I think that they work from home, I'm over 65. I don't need to be climbing ladders to fix cameras out of my reach. If you can't fix it yourself, they charge you to send someone out to fix your system. I've had their service for over 15 years.

Now that I'm older, I don't need to climb ladders, etc. They drop calls, then you have to start over. They have your phone number, but they don't call you back. They don't place new wiring.

They use existing wiring, and

most of the guys that come out are overweight and don't want to do the job. They will blame your internet service provider. You will go back and forth with this. And you will pay!

I learned to have my internet provider come out first.

It doesn't matter. Supervisors aren't available and don't return your promised return phone call!

5 years ago I paid $3,500 for security system four cameras and a console. Then I was charged $57 a month for Monitoring .

Worst investment I have made yet!

In 5 years I've been stuck with this equipment I've had two break-ins and a hit and run in front of my house all three times my cameras were not recording! Apparently there is many many reasons why the cameras and security system will go offline never once did I get a call from the company telling me my system was offline. No text, no email nothing! But by God they want their $57 a month!

One time, I found out my cameras were offline for 6 months! Tried to get a refund but no. No credit. One time all my cameras had to be reset, they wanted to charge hundreds of dollars to send a guy out to take care of it so I literally spent 8 hours on ladders on the phone with ADT trying to figure out how to do this myself.

All the while I had a maintenance plan! Nobody bothered to check. Should have been covered for free! This company's terrible.

And when I call and complain they just tell me sorry there's nothing we can do. So now it's the end of my contract finally 5 years is over. I gave them a 60-day notice when all that was required was a 30-day notice I figured I was in the clear. Nope!

A 60-day doesn't count. I was required to do a 30-day. I did it too soon it didn't count! So they hit my credit card for one more month!

This is the worst company ever! Their equipment is antiquated. Their lack of empathy is staggering. And their business practices should be investigated!

Do not waste your money!

Five *** years! Sheesh!Never never use ADT

We've had ADT home security for 24 years. At one point, we went for three months without protection, unbeknown to us, but that's not related to the current problems we have.

Two of our security cameras stopped working, so I called ADT and was informed that a technician would be dispatched as the cameras were covered under our plan. The technician arrived and suddenly, not only did I need all new cameras, but I had to replace the entire system because the system that had been working when he arrived was apparently blown out by a power surge that supposedly occurred just as he arrived. Against my better judgment, we decided to have ADT install a new system. After literally hours on the phone with many of their employees and being told something totally different by each person and given several different quotes for the price of the system, we foolishly signed a contract.

The first quote was for around $900 and the contract they sent was for $1600. We called and spoke with several people and finally managed to get the price back to the original quote. This is a very condensed description of the entire process. I noticed that the front door buzzer didn't ring when opened.

Upon checking the control panel, the system read as 'ready to arm' despite the front door being open. I called ADT customer service and spoke with a man who went through all possible troubleshooting steps to no avail. I also highlighted that the front door sensor was hard-wired and not wireless. He said I would then need a virtual telephone assessment and that I would receive a call in an hour.

A man called, and we ran through another round of tests, only to then tell me that he couldn't diagnose an issue with a wired switch. I wish the first person would have included that information in his report to save us time trying something fruitless. He in turn told me I would have to pay $50 for a new switch and a further $59 for a technician to install it, on a system that was brand new. I told him I expected a professional installation and wouldn't pay the $59.

He put me on hold for several minutes to speak with a supervisor. Eventually, he told me they wouldn't charge for the technician's visit, but the new switch would still cost $50, as the current switch was from the old system. We were led to believe we were getting a completely new system and were unaware parts from the old system would be reused. On top of this, the company didn't send all the components we had ordered when installing the new system.

This is certainly a summarized account of the issues we encountered with ADT.

In conclusion, ADT is the most incompetent company I have ever dealt with. It leaves me questioning whether our home is safe with ADT as our security service.

Contacted ADT Home Security on Sept 6,2024 at which time I was informed that they were sorry to be losing my business of 10yrs. I was informed of many other reduced options if I stayed with them, which I declined.

I was told to call back on Fri and the discontinuation of my account would be completed. Not true!!! I was peddled again!!! A week later I received a bill $29.10, I called to get clarity on this bill with no help, I was told on 3 different calls that there system was down and unable to assist me.

Finally, today I reach Veronica who explained that my charge was valid because it takes 30 days to discontinue my account and that is why there is a charge of $29.10. Why did it take 4 encounters to get a explanation, unprofessional and deceitful. Beware!!! of ADT Home Security, they rob you from Behind!!!

Please protect yourself from them. ADT-stands for Always Determine to take your money Thieves...

ADT panels do not allow you to see cameras through them or talk through them, nor does your wireless doorbell ring through the panel. It can only ring through your personal device or if you buy a hub, which costs almost $300 and requires you to pay another fee per month to use this feature. At least with Safehaven, you could see the cameras through the panel and answer the front door through the panel, instead of opening the door to strangers. My children are not allowed electronic devices so they don't know if someone is at the door or not without the bell ringing.

Not to mention, I was told I could try the system for six months and if I didn't like it, I would be refunded and the contract cancelled. The man gave me a quote for two outside cameras, a doorbell camera panel, sensors for three doors, and a motion sensor in the living room for a quoted total of $66 between service and rent-to-own equipment payment.

However, when the technician showed up to install the system, there was a mistake. I ended up having to purchase an additional outside camera because the agent had only included one in the quote. Consequently, my price went from $66 flat to $75.17 per month. To rectify the situation, they offered me seven months of free service, during which I would just pay the $26+ a month for the equipment.

Additionally, no one has shown us how to use this system at all. I was told twice I'd receive an email with instructions and once that a manual would be sent out. I didn't get any stickers or signs to warn people we have the system. This was poorly handled.

Worse still, we only originally went with Safehaven ADT, who works with ADT, because they lied to me and told me their equipment provided certain services, which it didn't. I paid ten installments towards Safehaven ADT and, because I was moving, I was able to cancel the Safehaven contract (after only 10 out of 36 payments) just to start completely over with lies to get me to switch to ADT directly and opt out of Safehaven's contract legally. This resulted in me paying more per month for 36 months for fewer services.

It would be wiser not to sign a contract with anyone. Using Ring cameras with Alexa would be a better solution. May the odds be ever in your favor.

I am appalled at how ADT is treating me after my five years of loyalty. On December 7th, a Brinks tech misrepresented themselves and told me there was a merger with ADT, and they will be upgrading my equipment at no cost to me.

It wasn't until after I signed the paperwork and ADT contacted me that I realized what happened. Luckily there was a three-day window to cancel without penalty the agreement I erroneously made with Brinks / Skyline Security. It is deeply troubling that while the scammers came swiftly in and out of my life, my attempts at remaining loyal to ADT have been an ongoing struggle for weeks. It has felt like pulling teeth trying to resolve this.

I am a single woman living in the City of Atlanta, and I have been without coverage since Dec.

7th because of ADT dragging their feet and feeding me incorrect information at every turn. For weeks it has taken multiple attempts at being on hold for 45 - 60 min. to get an appointment with a tech or speak to someone from customer support. I have to explain my situation repeatedly to each person I speak with.

The last tech who came out told me that he could not move forward with my service until I paid him $89, and he confirmed with his supervisor that there was no way around it, so I had to send him away. This was AFTER I was promised that I would not have to pay on-site, and the tech should be able to bill it to my account which will be credited. This is a season when home invasions are high, and the stress of not being protected on top of having to repeatedly plead my case has done irreversible damage. I have had to take time away from my job to accommodate ADT multiple times to no avail.

Even my initial tech appointment was rescheduled almost a week out due to ADT's insufficient staffing, so on three separate occasions I have taken off from work for four-hour blocks and still, nothing has been resolved.

On many occasions I told Customer Support and even legal when they briefly reached out that I am not in the position to pay $89, especially for a tech to connect a wire and a screw into my wall, a job that takes 10-15 minutes max as I have witnessed before. This is based on how long it took Brinks to swap out my panels during their scam--I have the original panel, and the wires are sticking out of my wall still. I contacted an account manager, and she assured me that ADT would cover the costs in an effort of good-faith for all of my trouble, so we rescheduled for this morning. Yet, today ahead of my scheduled appointment, I received more contrary messaging via text message to what I have been reassured of so far.

This morning I spent more than 1 hr.

with a woman who tried everything that she could to retain me. Evidently someone is explicitly lying to us about how long this appointment is estimated to take in order to maximize their profits. She relayed that they would need more time than the FOUR HOUR window to reconnect my panel. As I mentioned before, everything is already in the wall, the wires are exposed, and I still have my original panel that is ready for installation.

It baffles me that Brinks is able to switch out a panel in 10 minutes while ADT requires many hours. This is another example of ADT's commitment to both stall and scam their customers.

The icing on the cake is that I am now being told I entered into a six-year contract (huh??) in 2018 which doesn't end until 9/22/24 (how convenient), so now I owe the following because I am cancelling:

Remaining balance: $231.77

Cancellation fee: $140.22

For clarity, last week an account manager told me that my contract is ending, and she made a GREAT offer for me to extend it by three years. I declined and told her that we could revisit that conversation once I ensured that all would be resolved by ADT at no additional cost to me. Why would she tell me that and make that offer if I am contractually bound for another 9 months?

There has been zero accountability for the piles of misinformation I have received. Every step of this process has made evident ADT's desperation for money--lying strategically, jerking hard-working people around and shaking us down by any means necessary. Each person I spoke with told me what I wanted to hear to try and keep my business, and then I had to repeat the process with each new call and advocate for myself all over again. I am exhausted from ADT's abhorrent treatment towards me, and I am stressed about my home not being protected and my safety being jeopardized.

ADT is shamelessly fraudulent, and I am positive that there are many more loyal customers like myself who are trying to mitigate a similar experience. I will tell everyone I know about how I was treated by ADT.