ADT was founded in 1874 as American District Telegraph when 57 separate telegraph companies merged together. As the telephone became the standard form of communication in the late 19th century, ADT looked for new products and services. Among those were the Western Union company. In 1909, the company began to expand into fire and burglar alarm systems.
In the 1960s, ADT went public. In 1964, the company was found to be a monopoly. The company was forced to adopt a nationwide price list which they could not vary from.
In 1977, ADT was acquired by Lord Ashcroft’s Hawley Goodall company. Hawley was rebranded as ADT.
In the early 1990s, ADT surpasses 1 million customers.
In 1997, the company was acquired by Tyco.
In 2010, ADT acquired competitor Broadview Security.
In 2011, Tyco split into 3 separate companies, with ADT being one of the three.
In 2012, ADT debuted on the NYSE as an independent company.
In 2016, the company was acquired by Apollo Global Management for $7 billion and merged it with another security company, Protection One.
The company uses an authorized dealer program. Under this program, independent dealers offer security system installations, which are then monitored by ADT. Some ADT Authorized Dealers use similar DSC, Honeywell/Ademco products as installed by ADT, while other dealers utilize GE or ITI products. Regardless of whether a customer purchases ADT monitoring services directly from ADT or through an authorized dealer, a monitoring contract is required.
Today, ADT is the largest security system provider in the US and Canada with nearly 6.5 million subscribers.
ADT Security Systems
ADT was founded in 1874 as American District Telegraph when 57 separate telegraph companies merged together. As the telephone became the standard form of communication in the late 19th century, ADT looked for new products and services. Among those were the Western Union company. In 1909, the company began to expand into fire and burglar alarm systems.
History
In the 1960s, ADT went public. In 1964, the company was found to be a monopoly. The company was forced to adopt a nationwide price list which they could not vary from.
In 1977, ADT was acquired by Lord Ashcroft’s Hawley Goodall company. Hawley was rebranded as ADT.
In the early 1990s, ADT surpasses 1 million customers.
In 1997, the company was acquired by Tyco.
In 2010, ADT acquired competitor Broadview Security.
In 2011, Tyco split into 3 separate companies, with ADT being one of the three.
In 2012, ADT debuted on the NYSE as an independent company.
In 2016, the company was acquired by Apollo Global Management for $7 billion and merged it with another security company, Protection One.
The company uses an authorized dealer program. Under this program, independent dealers offer security system installations, which are then monitored by ADT. Some ADT Authorized Dealers use similar DSC, Honeywell/Ademco products as installed by ADT, while other dealers utilize GE or ITI products. Regardless of whether a customer purchases ADT monitoring services directly from ADT or through an authorized dealer, a monitoring contract is required.
Today, ADT is the largest security system provider in the US and Canada with nearly 6.5 million subscribers.
DO NOT CONNECT TO ADT AND DEFENDERS.
DEFENDERS DBA PROTECT YOUR HOME AWFUL COMPANY misleading NEW CUSTOMER JUSTT TO PUT YOU ON BOARD
defender manager promise equipment and not deliver, the installer and manager lied about system options and stated the system including automation and you just need to call to support to add items.
when you call support they saying you have to pay $200 to activate the automation.
this company full of lairs and no customer service
Shannon from defender not resolving any issues only back up her sales rep and technician lies
WILL TAKE LEGAL ACTIONS WITH THIS COMPANY
having the same issues
I have similar experience. Spoke to 19 different people. Different stories, lies, false promises, etc. Seems like their business model is to continually sell new equipment and tie people into 2 year contracts. Terrible awful experience full of grief for 2 years. I highly recommend to friends do not use, get NEST or similar.
I really feel the same. ADT really has felt the camera are sicking. Never have your right information. Put an order in that’s take forever.
I am tired of having to contact Adt … Excell shows up an fire department an even the police because of my faulty security system, I pay my bill to them an for the police money yearly an Adt wants money when I call them on an issue … I have been a customer most of my life. Being that I am by myself an been disabled for the last twelve years , I rely on the system to work properly …
P.s. Adt old system was great in my house … The new one is the one with issues.
To whom it may concern,
This is my formal complaint against ADT. My husband and I have had nothing but issues with the company, customer service and equipment from day 1. Not only did the promotion we signed up no longer apply to us once the techs came out, we are STILL waiting for our $100 gift card that was promised to us. Our system stopped working suddenly and no one could figure it out for almost 24 hours. The customer service reps are HORRIBLE, I mean, the absolute WORST. I just got off the phone with customer service and the rep was huffing as if I was bothering him AND WE JUST HAD TO HAVE POLICE DISPATCHED TO OUR HOME. Which leads me into another concern, that our system has alerted us twice now of windows being opened. The first time was prompt and the police were dispatched quickly, however, this time the ADT rep actually asked my husband if the police were necessary!!! LIKE WHAT?!?! IF AN ALARM IS SET OFF, THEN HELL YES THE POLICE ARE NECESSARY! I am in just complete AWE that a company can speak to and treat customers the way that we’ve been treated. It’s not too much to ask to be able to call into customer service and not be spoken to like we’re dogs. AND how about changes being made to our billing without our consent and us showing a late balance because of the company’s error.
**************Your customers are the reason you are in business, you make money off of US. We help SUPPLEMENT your payroll. You could at least treat us with respect and provide that excellent customer service you promise in the adds.*********************
having the same issue they lie to customer to get them on board
Terrible company! Every year it has gotten worse. Junk equipment. Bad customer service. Appointments cancelled all the time they are not dependable at all!
I tried to cancel my service. Called ADT several times. My contract expired many years ago and system stopped generating signals. They pretended that the service was cancelled but have never processed it and continued to bill me fraudulently for non functioning system.
My fellow Senior citizens out there beware of ADT. I have been a customer of ADT for one year and 11 months. During that time I have always paid my bills on time and I have always taken care of their product as I was instructed. For the last 11 months I have had to have a technician come to my home to try to fix the rear camera where there is much need for this particular camera. I have been so frustrated as a senior citizen and not being able to have the consistent coverage in this area has brought to me a great hardship. I have reached out to the company numerous of times begging and pleading with them to assist me in this manner and yes they have sent our service persons but never ones who corrected the issue so that the camera will work properly. Recently I reached out to them and got connected to customer relations in reference to trying to help me again and hopefully somehow letting me out of the contract which they said they would giving only 30 days to try to raise money to go to another company and loosing all the money I have spent with ADT. But what boggled my mind was that I was told that I was not a good fit for their company and product, and that has bothered me to this day. I recently learned that my Caucasian friends and other friends that live in better areas who have the same system get treated differently than we do in a lower income area and that bothers me. I also noticed when I worked asa property manager working (now retired) for a multi million dollar property management firm, when ADT and Protective One merge together that that’s when their system started to go awry. So now as a senior citizen I have to try to raise money (in less than 30 days) to start all over again after I have spent so much money with ADT.
I called to inquire about services for my X-mother-in-law, who is 86yrs old and almost blind. She doesn’t understand technology at all so I was trying to get some information for her because of recent problems she has had at her home. After talking with the sales agent and explaining 1st of all that she was on S.S. and only had a small income each month therefore couldn’t afford an expensive plan. I was told for the basic plan the cost would be $27.99 per month. At this point I was satisfied that this was what she needed. I also said that I’d have their system installed at my home but that her home was her account and mine would be my own separate account and that they would need to send someone to her address to get her signed-up and install the system. I was then told that the installation fee would have to be paid up front before they could send a tech to her home. I had already given them my debt card for my installation so I said I’d pay for her install as well. When the tech showed-up he up graded her system to the premium plan of $54.99 per mo. and added other equipment that had not been part of the basic package took her debt card for first payment of $312.00 and 2 more payments of the same over the next 2 bills. She thought he was getting her first 2 months bills paid and didn’t even know how much was taken out of her account until I told her to call her bank to find out. Now this upset me quite a lot so the day after install I called them back to complain about how she had been taken advantage of only to find out that her system was set-up in my name and not hers and they had already billed my debt card for the first 2 mos. bills. I was told that since I was the one that called them in I was the account holder and that they would write a contract for her in her name reimburse my money downgrade her system to the basic package remove the added equipment and reimburse her the $312.00 but it could be about 10 working days for approval at this point it is day 2 of their 3 day trail if not satisfied simply let them know and they would uninstall and since no system had been installed in my home I cancelled and I would check back on the following day to see that the account had been switched to her and downgraded if not they could take it out of her house. On the following day I missed a phone call but received a voicemail from one of their techs telling me he has downgraded her system and to the $27.99 plan and a new contract for her has been taken care of. I called my X-mom-in-law and she said nobody had been there. I called them back got some more run around from one dept. to another and it would seem to me that if you install nearly $1000.00 worth of additional equipment you would want it back. Been two mos. now and still haven’t gotten anything done about changing the account over to her but until they get this handled they won’t be getting paid and neither her or myself have received the reimbursement of our money. As far as I am concerned they are the thieves we should be worried about and I’m looking forward to taking this to court if that’s what it takes to get this corrected.
I have been with ADT for over 23 years and fortunately didn’t need them for service more than once, although one tech said the system should have been upgraded a while back- how would I know that and why wouldn’t they suggest it?
I am moving and the one thing my town does in order to close is have the Fire Prevention Bureau inspect the system. I needed a written report called the Alarm Inspection and Testing Report. It has ADT’S name in the heading and NFPA Report in the fine print at the bottom. How do I know? Because I had to have the Fire Prevention Bureau fax over a copy as nobody at ADT knew what it was. They are installing fire alarm systems and nobody in multiple phone calls ever heard of it. That’s like working for AT&T and not knowing who the FCC is. Being that the detectors were 23 years old, I opted to replace them with new ones for $160. Made an appointment and had my wife wait for them. The first time the tech didn’t have the right heads. So they came back a couple days later and I insisted they know that I needed a report filled out to give to fire prevention or I couldn’t proceed with the sale of my home. A new tech shows up- tells my wife we have a service contract and we shouldn’t have to pay anything for the new units. He said nothing showed in their system that I had prepaid the invoice and I am currently waiting to see if they billed me twice.When I mentioned this to ADT I was told the company hasn’t done that in over 3 years when they almost went belly up. I said your tech’s should know that- shouldn’t they? When my wife asked the tech about the report he said ” We are not responsible to make sure our system is up to code”. Think about that if you are considering using ADT to protect your assets and loved ones! He did not know of the report and left without filling one out. He said they only do that for fire alarm systems only- not fire/burglar and medical which we have. I should mention that Fire Prevention said they have nothing but problems with ADT and the reports. My wife called during the second attempt to ask where the tech was since he was late ( after being promised he would arrive at 9 am since she had already wasted a whole day). When she called,she was told the tech didn’t come in that day. So I gathered that ADT just blew us off had my wife not called. The 3rd attempt to get the paperwork completed was a similar situation. The person was running late so she asked to speak to a manager. She was told they couldn’t contact the tech (apparently not true as someone below the manager was able to do just that) A tech named Rishi # 103494 arrived and took care of the report. I mention his name and number as he was good and knew what to do. I will say that the people on the phone from Texas were polite and wanted to make things right. Unfortunately they just couldn’t make it happen. I will have an opportunity to put in a new system where I’m moving to but I want to make it clear- it won’t be ADT. They are struggling and I don’t see them surviving in this environment.
On, July 9, 2019 I entered into negotiations and purchased an ADT system for my home from seals rep Andrew T. There were many promises made by the sales rep and his manager which were to be Emailed to me. The next day I received the list of items and reviewed the correspondence from ADT.I was to get 2 door sensors and 2 window sensors and 2 fobs which were not on the order. I called the same number (1800.521.17340) I used earlier in the day and spoke to a rep (did not disclose his name). I explained the situation. I again explained the situation and then was told the products were not a part of the package and was not free and if I wanted them I would have to pay for them also the customer service keep saying I misunderstood the sales rep. He was very rude, uncooperative and had a very bad attitude. There was problems getting an appointment for install as well. This person told me that the installer would fix my issue (NOT TRUE). I keep my temper and got off the phone. Next I called scheduling, talked with a supervisor named Joy (Great person) she worked out my issues with scheduling.
So far I have called back the number above 5 times trying to resolve this issue. I just want what I was told I was going to get. I ended up paying for 2 door door sensors. During my call backs each time I was transferred to another department or person. I was on hold for 35 min then 45 min and it goes on and on. The issue was never resolved. Today, I called in to cancel my service, again I get transferred and placed on hold. So, I got corporate phone and called 866.561.0952 and talked with a nice woman named Cristal Jones at corp. She heard what I had to say, would call me back which she did. Thinking I was going to get my 2nd fob. Well Ms. Jones did call me back, giving me 2 door sensors and a fob, and it was only going to cost me 280.00. So much for good customer service and dealing with Corp. I am NOT going to receive the products noted on the list without paying for them.
I will give this one opportunity to rectify itself and if it is not handled in an honest and respectful way, I will sue ADT for Bate & Switch and given my connections with the media in my area, I can assure those reading this, it will be put on TV.
I would not recommend ADT to anyone. They do a lost of promises but do not deliver the products. Its like that old saying, “the check is in the mail”.
Robert Boom, Reno, NV
Today, June 3, 2019 I entered into negotiations and purchased an ADT system for my home. There were many promises made by the sales rep and his manager (employee #2212), which were to be Emailed to me within the next couple of hours. When checking my Email I found no correspondence from ADT. I called the same number I used earlier in the day and initially spoke to a rep (did not disclose his name or employee id). I explained the situation and asked that a copy of the deal points along with any terms and conditions be forwarded for my review. The rep put me on hold for 11 minutes and never came back but a new rep with an attitude did ask how she could help. I again explained the situation and then was told the products I was told that was free, a part of the package was not free and I would have to pay for them…I kept my temper and explained the Manager (#2212) told me what I was to receive in the package and my ONLY cost was the setup fee, which I paid over the phone and I would need to select a monthly package once the service tech arrived, which would cost between $25 – $60/month. This new rep didn’t want to hear what was agreed to and stated with a tone I was NOT going to receive the products noted on the list without paying for them.
I will give this one opportunity to rectify itself and if it is not handled in an honest and respectful way, I will sue ADT for Bate & Switch and given my connections with the media in my area, I can assure those reading this, it will be put on TV.
These people are selling a false sense of security. I got my system 3 weeks ago, and this psychopath that’s been stalking, harassing and trying to poison me for almost 5 years was still able to get in. Read the website:
wired.com/2014/07/hacking-home-alarms/ Someone can stand 10 feet from your home and disarm your system. This article is 5 years old, and the technology they’re using is 25 years old. Does ADT think the burglars/ criminals/thieves are going to wait around for ADT to upgrade their system? This is just like locks. They’re to keep good people out, not all the bad guys. We’re not safe with these home alarms. I’m not paying for this. That crazy psycho broke in and poisoned a new bottle of grape juice. Thankfully, I noticed it was open and a tiny bit was gone before I drank any. She put the poison in and shook the bottle to disperse it. The purple juice is clinging to the inside of the bottle. That doesn’t happen with untainted juice. This is a lawsuit waiting to happen by my family if she ever succeeds in poisoning me.
Dear Mr.Timothy Whall and Mr. DeVries,
My name is Kenneth Finney and I have been a customer of ADT for almost 14 years. We decided to upgrade our equipment last week and a technician arrived on Friday to perform the install. The technician took most of the day to do the work and required someone being home during that time. Sunday morning, we found that the Touch Screen pad had died and was no longer working (interesting we received no call reporting trouble with the system). A technician came out Sunday and confirmed that the Touch Screen was not working and needed to be replaced. He could not repair and another appointment was scheduled for Monday morning which required me to take another day off of work to get the technician in the house. The technician arrived around 9am and found the New Touch Screen he brought to replace the defective one was also defective requiring him to leave to go find another Touch Screen. The technician didn’t complete the work until 4pm. The technician was unable to get the Fire/Heat and Carbon Monoxide unit to work requiring yet another appointment on Thursday to come back to complete that. Tuesday morning, I found that the Touch Screen had stopped working again (still have not received a call that the system is down).
I called this morning to discuss canceling my service and was passed around to different departments. While discussing with your Account Management department, I was put on hold being disconnected and no one called me back even though they confirmed all of my information. I called back at 230pm and went through the same transferring to the Account Management department. When I explained what happened and that I want to cancel my service and be refunded the $500 for the defective equipment as I have lost confidence in ADT, I was told that I would have to schedule an appointment for a tech to come back out to my home to get the equipment before any refund or cancelation of my service could occur.
I cannot believe this is how you treat a long term customer that you have inconvenienced with sub-standard equipment.
Sincerely,
Kenneth Finney
Well, I just got lied to again. My wife and I bought a house in Dec 2017. Between Jan and Feb 2018, my wife wanted a security system just like the one we had in Washington. I was in the military and retired in Minnesota in 2016.
My wife 3 way me with a ADT Sale Rep while I was at work and then she made an appointment for me to speak to him. He came over just like he said that he would and gave me a package I couldn’t refused. I forgot how much I have to pay right then and there but it was set in stone when he told me that if I wanted the deal that he offer me , I would have to do it now because the day he came over was the last day that they were offering this promotion. I called my wife who was at church and explain to her what was going on and what he said and she told me to do what I thought was best. I talk to the rep again and I told him that we will be moving back to Washington within a year or two and I don’t want to pay for cancellation fee or pay for outstanding balance on the equipment I am not going to have. He told me that all I have to do is canceled my service with ADT when we get ready to moved and we would be free and cleared from any outstanding bill. So I signed up based on what he told me and off I went.
I received an email with a bill for $811.31 and it was ready for me to view it. I call ADT later this evening to only find out that I was responsible for the bill and if I don’t paid it by the 27 Mar 19 that it would go to collection agency or convinced the new owners to take over the account I was fuming by that point. I am not going to pay for something that was promised to me that I wouldn’t get bill for.
Being a 20 yr combat Vet doesn’t mean anything anymore. I believe in Integrity and Honesty, and Commitment but I see the people in ADT doesn’t represent what I stand for. This isn’t over in a long shot. I will be calling and filing a complaint with the Better Business Bureau and send an email to the Governor as well on how companies prey on the veterans and hard working class families that work hard for their money but only to be taken away from a Sales rep with no conscious
I just got off the phone with ADT and was really upset the way I was treated. Around January 2018, My wife wanted a security system for a new home we purchase. She call ADT and they sent a rep out to talk to her. I talk to him once briefly on the phone when my wife call me and told me to talk to him. I don’t remember the rep name but I have it somewhere in my paper work
Anyway, my wife made an appointment for me to talk to him. I told my wife that I will hear him out but I am not going to buy anything because I need to do some comparison in security system with other companies. The rep came over and told me what they could offer me. He stated that he knew that we had a system before and since we were under military orders to move to Minnesota, we could get the equipment for free. I told him that we would be moving back to Washington State and that I don’t want to be paying for equipment that I am not going to keep. He told me that I wouldn’t get charged for any of the equipment and they would just canceled my service without charging me my remaining balance. He told me that today was the last day he could offer that. Now remind you that this took place in January 2018. I call my wife and put her on a three way because she was at church and told her what he said. She told me to do what was best. So I got off the phone with my wife and told him that as long as I don’t get billed after I canceled my subscription then we have a deal.
Now since we are moving back to Washington, everything that was promise just went out the window. I spoke to ADT rep at one of their offices and I was told that either I get the new owners to take over the Security system and for them to signed up or I will have to pay for it and then get either credit or reimbursement within 2 years of the cancellation or just pay for it and don’t worry about signing up again with ADT.
I just saw fumes coming from my head because at this point I realizes that I got lied to and now the company doesn’t want to honor the agreement between me and their sales rep. I serves this country of ours for over 20 years and all I get was “I apologized for the inconvenience”
To who it may concern,
We bought into ADT SECURITY with cameras, windows and doors from you salesman who came to our home. He said how reliable you system was and camera was great, so we sold in and bought 7 cameras and did the whole house , after it was install th cameras didn’t see anything in the dark you need light we live in a area with no lights he was at are home and looked at the area…. now you all have been out a number of time on the cameras that looses connection all the time they be at our home maybe 6 to 7 times on this you all show it find but it is not find . This last 2 time I ask them to have corporate office to call me guest what no call again…. something need to be done…. I will be calling better business bureau…. sincerely James Hill 513-314-XXXX
The complaints I see here are not surprising. I have worked at the corporate office in Boca Raton for the past 2 years and find the lack of leadership existing in every business unit astounding. The office is chuck full of arrogant children that have created a culture of dysfunction and mistrust. The company in its current state is most certainly doomed. It is a crying shame, and I feel sorry for the customers. My advice to existing customers is to run. Cut your losses. There are much better security products and services on the market.
DO NOT LISTEN TO A WORD THIS COMPANY SAYS WHEN SELLING THEIR EQUIPMENT AND SERVICES. I was sold ALL equipment under false pretenses and at the end of the day it is costing me thousands of dollars for useless equipment and NO protection.
I bought $2k+ of equipment after being told that the equipment was transferable to a new residence since I was installing it in a rental residence I did not own. It was explicitly explained that I was renting and would be moving within 3 years and was promised I could take all equipment with me to be installed in another home. When I moved I was informed that the equipment cannot be transferred but that a $500 moving credit is given, however the new home I was moving into had “a better system” and the $500 credit would cover the little bit of equipment I was missing to give me an “even better system” than I had in the previous home. New contract was signed based on this. No new equipment was installed – turns out the only existing equipment was a couple of door sensors and hard wired alarm pads, which were not used. There are no sensors on windows or 3 of the 5 doors. My last home had over ten window sensors and 5 door sensors as well as 2 alarm pads at entry doors. Now I have two doors protected and one alarm pad that can only be used in a room that is not a primary entry point and would require me to run across the house to disarm every time I enter my home. It is a 3 year contract that has to be paid in full so I am now paying for services for 3 years that cannot be used and were sold under completely false pretenses. The company refuses to deliver what was promised and continues to try to get me to buy more equipment to get what i already paid for. What’s more is that I had a 3 year contract in the previous home that they reassigned to another 3 year contract after having already fulfilled 2 years of the first contract – this is not what was explained to me, I was told the new contract was for the 1 year difference. I either have to cough up $800+ to cancel the contract or continue to pay for monitoring on equipment not installed.
Just call another company – they will screw you over.
Please read..
What an unfortunate experience with ADT.
Technician was scheduled to come out on Saturday October 20th between 11-2pm. The time was confirmed three days prior. No call no show. I called customer service (woman was melancholy, sighing, actually, rude) who contacted the tech. He had driven from Bozeman MT over two hours away. He was told our appointment was between 3-6pm. He was detained at another location and running behind. We would have appreciated communication on this fact.
What a waste of a beautiful fall Saturday here in MT.
Initially we were told by customer service both of us had to be at the appointment. Which we kindly accommodated. As you will read we accommodated 4 days in total.
Appointment was rescheduled for Monday 10/23. Jordan was the technician. Clearly not skilled in business and representation of his company. Talked about Megan his child’s mother and her father who doesn’t like him. This went on for the duration.YES you read correctly. We tried to be polite as he was a young man in his twenties. We in our sixties.
Both Jordan and his manager took personal calls. Which we thought unprofessional especially since I was working from home. Very disruptive.
So here is what happened. Jordan was unable to hook up the system on Monday 10/23. He broke the switch plate and tore the wallpaper. After 3 and 1/2 hours he left at 7pm that Monday evening. Tuesday 10/24 his manager came. We had told Jordan that my wife had to leave at 12:30. Unfortunately,the work was not completed nor close to being completed. No communication to his manager evidently regarding my wife’s time frame.
At 5:15 my wife received a phone call and a text from Manager Jeff who said he was waiting for her to come home so he could go over the system. We live in Park City MT. She was in Billings having dinner with friends. She had no idea this was the plan. No communication.
The next day Jordan returned to replace the switch plate. Rather then repair the wallpaper he brought an over size outlet plate to cover the torn wallpaper. OMG!!! So much frustration! You cannot even imagine. Beyond words. The other switch plate he broke was not laying flat to the wall so he asked for tape to tape it down. ARE YOU KIDDING ME??? He left without providing the information regarding the VISA card for signing up. Now 11 days have passed no certificate for our insurance company reducing our insurance rate. No fob. (oh yes he forgot to leave it) no communication re visa card. By far the worst home project we have experienced. I have called regarding all of this with absolutely no resolve.
I said at least 6 times we should stop this as it was not going well. We should have aborted this entire install. Now we have a three year contract. I hope this experience would not repeat itself but seems likely given the current employee(s). In addition lack of ADT to resolve our disappointment with how this played out.
My wife took off three days of work to accommodate this business and it’s requirements with no regard to the inconvenience we both experienced.
To ADT’s credit they do a fabulous job marketing. Beyond that all else fails to met the expectations.
I Have had ADT since 2005. Every single time for the pass 6 years my alarm sounds off in the middle of the night. I would call and they would want a service fee just to come out and see it. I also had Auto-pay. I gave up and called to cancel the stupid service. They would take from my bank $462.80 every year for 13 years. On Oct 2 I called to cancel. I just got my statement. Guess what those NASTY people did. They returned back $373.87, kept $88.83 and charged me $5.00 late fee. Remember, Auto-pay. Now they said I had 30 days to cancel which in my contract 13 years ago I did not have that. So ADT, your company loves to Bait and Switch. So they kept $88.83 for someone elses services. This is going VIRAL. ADT will promise and promise but when you decide to step away, they make up CRAP so you can pay. NASTY, NASTY. Go with RING.. Its the best……
We have contracted with another company to provide alarm services.
We need a direct contact for cancelling our ADT service. We were not contacted by whomever you (Sadaka Phoun) forwarded our request for new pricing. We wish to have written confirmation that this service has been cancelled. If you can do that yourself please let me know or direct me to the person who send me that confirmation.
After spending approximately $12000.00 over 23 years with ADT, your company saw us as less than a new customers.The offers for new customers were priced less than you quoted us with the exception of the 2 year contract rather than 3.
Thank you, Ronald D. Thom, retired, Attorney at Law office (requesting pricing for replacement and upgrading 23 year old equipment, and for new residencial installation)
Oregon City, Oregon 97045
503-312-XXXX cell
I called to check price and see what they could do to use the existing system. I called who I thought was ADT but turned out to be Defender. The representatives arrived dressed in an ADT shirt and had an ADT ID card. I was told my card would not be charged unless I signed with the representative coming to my home. i was assured of this several times. They are not ADT. I did not like the representatives HIGH PRESSURE sale pitch. They charged my card anyway. This is fraud. ADT allows them to be an authorized agent
Worse company ever. Horrible customer service. Michael Reed is one of the managers I spoke to over the phone….Very arrogant and has poor customer service skills. I would not recommend ADT to anybody!
I will be sharing this on social media, Better Business Bureau, FTC, Consumer Protection.
The results are in ADT hands and they know what is right and legal. It will be told as however ADT reacts! Canada is a huge marketplace also.
worse possible alarm company, paid for complete change of numbers and repair after family member death. Well house broken into 2X with no police response because they were calling my deceased sisters number.Remember i paid to have this done after her DEATH. Also had no permit on alarm for 3 years with my 90 year old mom and 100% disabled person in the home. took all our money for 3 years and we had nothing. my door and window destroyed and they still are getting my money and depositing but no service. THE MAIN MANAGER FOR ALL OF THE ADT’S CEO, HAS ON RECORDING TOLD ME THEY WILL DO NOTHING DO WHAT YOU NEED, WELL PLEASE SHARE SO NO ONE ELSE HAS TO SUFFER THIS FRAUD,BREACH OF CONTRACT AND DISRESPECT AND MENTAL AND PHYSICAL STRESS BY THIS. NOT COMPLAINER WILL SHARE FACTS WITH ALL. BE SAFE AND SECURE DONT USE ADT!!!!!
On Dec.14,2017 I had a house fire. I was told when I call to complaint ,I did not have fire protection. I had burglary protection. The fire blew the windows out of my sons room.
The alarm did not go off. I was very disappointed in ADT systems.
I told the customer service rep, Ok if it blew the windows out why didn’t the alarm go off.
We also paid for cameras on the front and back of the house. I have been paying 55.00 a month for what.
Don’t do business with ADT…..they are not the company you want to do business with….because they did not do want they were suppose to do…they want to stick us with an etf that is not right…how do you do that to a dead man…..
Signed up was told one price other info.
Then tech said did not need camera.
Not even 2 weeks they took over $200.00 out of my account..
Have tried speaking Chris he is either off are not where you apparently can speak to.
Have proof with witness that set heard all info. When agreed to join.
Am on a fixed income..
Had a very horrible with another security company that was on news.
Now this.
WOW, SEEING ALL THESE COMPLAINTS ON YOUR SITE ON PEOPLES EXPERINCES WITH COMPANY SCARED ME BUT I HAVE GOOD THINGS TO SAY ADT TECT ROBERT TEC# 138964 WAS AMAZING HE WAS HERE INSTALLING NEW SYSTEM AND MADE SURE EVERYTHING WAS EXPLAINED NEVER WAS IN A HURRY VERY NICE MAN AND WAS VERY KNOWEAGEABLE AND MADE SURE WE UNDERSTOOD OUR NEW ALARM SYSTEM COULD’NT BE MORE HELPFUL AND VERY SWEET THANKS FOR THE GREAT CUSTOMER SERVICE WE RECEIVED FROM THIS MAN THANK YOU 12/23/17
We have had ADT for almost 13 months. We decided to cancel our contract knowing we would be paying the fee. I tried to set up a payment online but since I was not longer a current customer – I had to call to set up the payment plan and the woman asked me how many months did I want the payment plan. 4 months of $ 186.00 to pay off existing contract.
I then receive a phone call stating we were in collection since it had been 30 days since my last payment and again because we are no longer a current customer – I had to speak to the collection agency and the manager Ericka would not be apologizing for this inconvenience since its just their policy and nothing she could do about it.
she would only give me the collection agency phone number and id have to figure it out from there.
well I called the agency and they hung up on me before I could even speak to someone.
Very disappointing when all I wanted to do was make it right and pay what I owed to ADT…..
I am currently going through the same thing now with ADT and defenders protect your home. They have awful customer service Defenders
I THINK WE HAVE TO ESCALATE THIS PROBLEM TO THE NEWS, I HAVE SAME PROBLEMS WITH DEFENDERS AND ADT, ADT AFTER CONTRACTED THIS DEFENDERS, THEY ARE NOT RESPONSIBLE FOR WHO THEY CONTRACT, I DON’T KNOW HOW TO RESOLVE THIS PROBLEM.
I HOPE NOBODY ELSE IS GOING TO CONTRACT ADT ANYMORE
Please read this letter on Case Number 6121006
On 11-01-17 I called ADT at 866-709-2972 and spoke to Linda who tole me many advantages of ADT over the system that I now have. She told me things that I found very hard to believe, and later upon meeting with an agent of ADT, I found them not to be at all true. I also spoke to Linda’s supervisor, Philipp Jeffroy, badge number 16611, who also told me things that I found not to be true. They both told me that they would need me to put $99.00 on temporary hold from my bank account. I gave them my bank card number and they told me it would be a temporary hold and would be refunded immediately if I should not take ADT. My wife and i met with an ADT sales rep from your Memphis office on 11-03-17. We discussed the things that Linda and My Jeffroy had told us and found them not to be true. The sales rep told us, and I quote, “They, meaning Linda and Jeffroy, will tell you anything that you want to hear, as they are paid by the number of appointments they get.” The agent looked over our home and our phone system and then told us that he (ADT) could not hook up to the system that we have. We did not go with ADT because of our phone system. I called the customer service number 800-689-9554 and they told me that the $99.00 would be refunded in two (2) weeks to 30 days. On 11-6-2017 I saw on our bank account where the 99.00 had been held out, although I had been promised that this would not happen.What I sincerely need is our $99.00 to be put back in our account right now, as I was promised by your reps Linda and her supervisor Philipp Jeffroy whose badge number is 16611. I need the money, so please do as I was promised.
Thank you
Charles (Chuck) Morris
Phone: 1-573-624-XXXXX
On my way to school this morning (5:55am) I was sitting at a light at Devil’s Reach and Gordon Blvd., in Woodbridge, VA, when an ADT van blew through the light after ours had already turned green. The van was on Gordon Blvd headed in the direction of the 95 exit ramp. Just might want to say something to your employees that if they are driving one of your vans…it speaks for the whole company in the way they behave. I would not want a job done on time if it put others’ lives in danger. A few minutes might just be what they need to relax and get their thoughts together for the day!! Have an awesome Halloween
ADT Is Almost Always With You—18 October 2017
Mr.’s Whall, Geltzeiler, and DeVries,
It appears customer acquisition is a more significant corporate objective than customer service, at least after the first three minutes of contractual need.
I became an ADT customer via the Brinks, Broadview corporate merger path and duly paid my ever increasing monthly monitoring fee while using originally installed Brinks equipment. Monthly test signals were sent and for decades there was little need for any “real” contact beyond some administrative phone confirmations. Yesterday, Tuesday, 17 October 2017 that benign passage of time ended.
A contractor hired by the HVAC company, whose improper installation of an upstairs air conditioner resulted in water leaking through the second floor ceiling and down the walls, elected to patch replace the drywall and speed the paint drying by use of a hair-dryer. This tool held too close to a fire detector resulted in a series of system alarms the first three of which were responded to by ADT monitors within seconds of the Claxton blaring. Input “code” and CANCEL and phone confirmation was thrice repeated before the fourth monitor offered to put our system “in test” so ADT would not respond. I agreed and over the next half hour the “repair contractor” activated the system six more times. I still needed to “code & CANCEL” to silence the alarm but no phone work was necessary, except for what followed alarms #7, 8, 9 and 10.
Following the CANCEL after the last four a single tone, a “beep” ever 12 or so seconds was accompanied by a code “08 trouble” on the control panel screen. Calls TO ADT “tech support” resulted in four different people telling me to push this or that button, confirming it “would” stop the trouble signal and then ringing off until the next “trouble signal.” Finally monitor #4 told me I would have to disengage the system. She spent the next ten minutes either reading from some menu or putting me on hold while she asked around the office if anyone knew what to do. Finally she directs my wife and I (neither of us will ever see 65 again) to crawl around our basement looking for a “panel” a “power outlet” “find a battery and disconnect it” etc.
We finally discover “the” panel, open it, unhook the battery, and…and…the signal continues only NOW we are told we need to quickly press CANCEL TWICE and it will “shut it off.” TEMPORARILY! This will happen every four hours (or so).
She then asks us if we would like ADT to make a service call? You think! Then she says ADT will have someone in my area in, oh, some forty-eight hours. Does ADT have maintenance teams riding the circuit as did preachers and doctors a century or more ago? I do not live atop a remote mountain in the Rockies. No, I’m a score of miles southwest of the Washington D.C. center of world activity and we need to set alarm clocks to awaken us so we can double click CANCEL to silence a trouble signal alert.
I guess all your designated support firms are busy smilingly selling new systems and installing them while established customers are being asked by an ADT Tech Support Monitor “what do you want me to do lady?” as she addresses my wife’s incredulous inquiry as to this being the sum total of “timely customer support.”
Life is good for you folk in Boca. I know it was back in my day there during “The War” (that’s WWII for those in the office not familiar with the phrase. You might consider actually supporting existing customers with adequately skilled staff and response crews. Or is that concept too blue collar for your executive offices?
John Haddick
Starting in 2011, I have been a target of some very experienced, organized and proficient hackers that have infiltrated every aspect of my life; email, mobile devices, internet and home. In 2012 I hired ADT to protect my apartment. The ease at which these perpetrators picked locks and gained entrance to my apartment was frightening. On 3 separate occasions when I returned home the op deadbolt was unlocked and the ADT system was disarmed. ADT came out after each event to only say my system was working properly, which was very reassuring (NOT). I called customer care to try and cancel my contract and they in no uncertain terms told me the would enforce the 3 year contract. I pulled the system out and paid on that contract for 3 full years while I only had the system in for 3 months.
Fast forward to April of 2017. I moved into new apartment and my hackers are still very much with me and in control. I contacted ADT to see if anything had changed and explained to the rep my situation and experience with ADT. I was willing to take a shot with the PULSE system since it seemed like any event would be recorded to the ADT server. (NOT).
Since I moved ion, my apartment has been breached several times. Each time I have in detail explained my situation and pleaded with the technician helping me to please send someone with a high level of expertise to understand how the system is being cirXXXXvented. (WHAT WAS I THINKING!) Each time I got a tech which showed me the system was working properly and had no concept of understanding what I was asking. I think they may actually be drones or holograms.
Well I’m dome ADT. I am not paying other red cent for a company who’s tag line is security first. You’re just another big dumb company that is only concerned bout EPS, not risks of the 21 century. Your system and mindset is still stuck with law enforcement where the perps are low level burglars are low level thugs with a crowbar looking to steal my TV. Let this serve as my last notice that I have tried and tried again to work with you to understand how this system is being rendered useless. It should not be left up to me to figure out how your system is being rendered useless.. You can see in a very long doXXXXented history of calls that I have tried to engage your company to figure this out, but it is futile. Nobody with a brain is home at ADT.
I am not a customer, I am a former candidate for a commercial sales position. I was “groomed” by someone…Tony in the “Talent Requisitons” dept. aka bs dept. After numerous phone calls and emails I did interview with the local manager. He asked if I would return the following week to interview with the Regional Mgr. I was told the following day that the Regional Mgr. wasn’t returning the calls from the local mgr…hmmmm. Days later I receive the…”position has been filled” lame email. I call the recruiter and am told to disregard that email. I am then told that I will get a call later that day to set up start time. shockingly, lol no call. I smell scam!!!!!
ADT service people are rude and inattentive. They do not care a jot about their customers problems or concerns. What’s more, they don’t even pretend to care. When this contract expires I will take my chances without a security system and get a big mean dog.
I am so disappointed with your service model. Customers deserve better. My pulse system is always off line. The cameras rarely work. They have not worked for months. I believe that your model for diagnosis and subsequent followup could be greatly streamlined and improved. I have rescheduled to have a service person come out just to be told that you have a 4 hour window for arrival. This is a very poor service model. You need to increase your work force in order to meet the demands of the customer. If not, you may not have much demand soon.
This letter is to complain about service I recently received from a Defender ADT Authorized dealer customer service representative who rudely transferred me to ADT and refused to provide me with his name. I chose to have service with ADT because I had grew up with my grandfather always having this security service in his home and you all where every prompt with you service. However, I have had several issues with you Authorized Dealer Defender. First of all the installer had the sensor name indicated on the wrong windows and entrance that almost gave me a heart attack one time because I thought someone was coming through my kids window. Then I discovered that after I informed the installer that I would wait to upgrade the sensors once I spoke to my husband he still went ahead and upgraded the sensor and my account was hit with an $80 charge. When I called defenders it took them several weeks to return my call which result in Keisha calling me and asking me to make myself available so that they can remove the sensors. I told her that I didn’t not like the customer service that I was given and that it was not fair but the installation guy to try to sneak the upgrade I was dealing with my two and four year old at the time and he certainly took FULL advantage of the fact my husband was not there.
That was not the end of the nightmare with Defenders in June our alarm went off at our home when neither I nor my husband was home. ADT dispatched call me and asked if everything was ok. I informed them that we do not have a pet and neither myself nor my husband was home and work approximetly 45minutes from our home. ADT said they would contact our local Sheriff Department and have someone dispatched right away. 5 minutes later we received a call from Palm Beach Sheriff’s department and they inform us they cannot come to our home because we do not have a permit. I was absolutely blown away I had paid for the permit with Defenders on 06/06/17. I was so upset I reached out the Ms. Casey Frank with the corporate customer relations who discovered that Defender has never submitted or uploaded a copy of my permit I had paid for.
I called Defender ADT Authorized dealer on September 26, 2017, to find out why I was being auto billed because I never have in the past I have always called in and to find out why I was even being billed when my bank account reflects a payment from ADT on 9/5/2017 and 9/7/2017. After I had been on hold for several minutes, with a really rude representative they constantly placed me on hold while I was speaking with him. After repeatedly explaining my problem to him several times because he did not seem to be listening and therefore asked me the same questions repeatedly he then returned to say he could not help me and that my account had been flipped numerous times between them and ADT. When I asked him for his name he transferred me to ADT after I told him they had transferred me to defenders. Needless to say, I was quite frustrated. I spoke to a representative with ADT Rodney and he apologized but then transferred me back to Defender where I was speaking with Trina Defender ID # 4009 who after I informed her on what was going on hung up on me.
I expected a much higher level of service from your company, and I am quite disappointed. I would greatly appreciate if someone would call me at there earliest convenience. At this time I have a pending transaction for my deductible for repair on my house due to Hurricane Irma and I also have a pending transaction from ADT for today which is throwing me in the negative and I have also encountered a fee.
Sincerely,
09/26/2017
Ms. Mikayla Brown
I have ADT in two homes. One in the Phoenix area where I get great service. The other home is in Lake Tahoe Nv. I am a member of their Custom Homes program. However, they have little to no service reps to assist when anything goes wrong. In the last two years, I have had 4 different service reps. It seems none of them stay with the company which concerns me with so much turnover. Today I have no cameras. I called and was originally told I needed to wait two weeks for a tech to visit us. The CSR was helpful and now I am expecting a call back to give me a new appointment. I was told they have “1” tech in our area. Given I own this equipment, I am considering looking for a new company to give my business to which would also include Az because I cannot in good conscious support them in one home but not the other.
ADT is awful. I own a small business and asked them to update my system and cameras. They came out and started the project, got my old system down and then after my old system (which was still working) they came in and told me that were leaving that they could not install my system because they did not have the proper license to do that. They would not put my old system back in place and told me they would pay to it put back. Well almost 6 months later I still have not seen payment. They even say they have tried to mail me a check. But of course I have not gotten it and when I call back in they tell me different dates it was mailed. Would be nice to have a company do what they say!
I am truly disappointed in ADT. I have done everything the customer service agents have requested by sending in a cancelation request via fax, mail, over the phone, and e-mail with 30-day notice. I am already frustrated with money still being taken out of my account. To make matters worse, I have never been so disrespected in my life a representative called me out of my name. In no way is this acceptable and should not be tolerated.
I am so angry with ADT I can’t even see straight. They were to come to my home and install a system for 27.99 a month, but I should have known that the fast talker that came to my home was a liar and a cheat, just out to make a dollar. He told me that he could enhance my system for just 336 more dollars. I asked him clearly, there is no other cost right, just the 336 dollars, and he said yes. I told him okay, I’ll go on and pay for it. My first shock, he drilled the huge hole in my wall, never letting me know he was going to drill a hole, he just did it. From that point, my phone quit working, so now I’m pissed. After installing everything they left, and I noticed I didn’t get but one key chain alarm, so I called ADT and what a shock I received. The customer service representative told me I was only to get one because I had three more payments of 336 dollars that I had to pay. Now the steam is coming out of my ears and I am really pissed. I explained to her what the installer told me, she told me to hold on, and never came back to the phone, the only thing I received was a signal that someone hung up.
I called back, got a guy on the phone, explained the situation, and told him I wanted the system out of my home, once again, I was told to hold on, and he never came back to the phone. I called back, and the next guy I spoke with told me to hold on, the next thing I know, he’s transferred me to their corporate headquarters. I explained the situation to corporate, he told me to hold on, but this time I didn’t get hung up on. He told me the female that he had on the line would assist me, I said thank you, he hung up, and the female from Defender sounded as though she could care less about me or my situation. Needless to say, I don’t want ADT any longer, they have 406 dollars of my money, and I am left with holes all over my home.
As of Monday morning rest assured I will file a BBB complaint, a complaint with the Federal Trade Commission, and the State Attorney Generals Office in Boca Raton , Florida where the corporate office is located . After that, I am heading straight to an Attorney’s office to file suit against some really horrible, dishonest people that destroyed my home, took my money, and lied.
I would advise anyone to stay clear of ADT home security. The customer service sucks, and they are out to rip you off. I’ll see you in Court ADT
Complaint to long to discuss however customer service is an UN American disservice and a nightmare, Staff is inadequate with no skills nor simple applications for problem solving or concrete resolutions but obviously the money keep rolling in to ADT that sanction these employee with their inadequate methods to resolve legitimate complaints . Is there truly no resolution to complaints that needs an adequate solutions. Will not pay another penny for worthless service, poor communication, and no resolution and rude customer services yet too, old to be impressed with credit scores and or making timely payments but will answer a summon to court. Will treat your company with the same disrespect your employee has demonstrated toward me. Shame on u as developers of a service and board members for not investigating complaints from working customers families needing the far reaching arms of the law and offering criminals a second thought not to perhaps to break and enter according to your fake promises. Why not call 1800280XXXXX or 972737XXXXX or 972737XXXXX yet any old number will do and by the way i am a real person.
I’m emailing the corporate office because I feel pulse system there’s many issues with my system because I’ve only had the system 9 months and I’ve had many issues with it today is July the 18th and I have a appointment tomorrow for a Tech to come out to look at the system I have had a new camera sent to my house but I’ve had many issues with this system I’ve been a member of ADT since 2009 I keep calling and getting customer service letting them know that the camera takes pictures when the door opens sometimes and sometimes it does not capture pictures when the door opens I’m paying for a service that I feel that I’m not getting what I’m paying for so that’s why I’m sending this email because I’m getting nowhere with the customer service in Bergen County NJ and I hope after the tech comes out I will not have any more issues.Florenda Jones
I had a new system installed on July 6, ’17. An old system was in place ( not working for 9 months). That system/service was cancelled in October of ’16. However ADT kept withdrawing their payment from my checking account. That was discovered when I had the new system installed. I was told I would get credit or a refund by the sales person, all I had to do was call back after the new system was up and running. That has not happened! After numerous calls on several days that lasted hours, I was assured after each call that a Supervisor would call back. I’m still waiting. I would have never signed a new contract if I had any idea that the ADT customer service was SO bad. There are many choices out there for security companies. I can not in good conscience recommend ADT to anyone, to bad I’m out almost $300 and stuck in a five yr. contract. Still waiting for that call, I’m fairly sure will not come until my contract is due in 5 yrs.
A very disappointed customer
I am trying to get my mother a system since she moved to a new home (where she has been an ADT customer for about 20 years). it has been a HORRIBLE experience. Regardless of the false advertising about a $27.99 monthly fee and moving credits, no matter who quotes the system it costs $35.99 a month with about $2,000 in installations. Keep in mind that this is a condo with ONE DOOR. The last salesman that went in there told my 85 year old mother that someone broke into a multi million dollar home through a window and cut off her ears. Like the next town over is in Mexico City instead of middle America. Needless to say, he scored the $2,000 equipment sale of glass breaking detectors in her very small condo. ADT IS FULL OF CRIMINALS THAT PREY ON SENIOR CITIZENS.
I am beside myself with this system. We had moved to my property approximately 3 years ago and our rear yard abuts old logging trails. My husband found a carving knife, binoculars, a black hat and a ski mask at the entrance of the trail and within very close proximity to our backyard. We have two little boys here and my husband is away for work on occasion so panicked I called ADT to install a system. I spoke with a gentleman that said the system would be $99, fee instillation and $49 per month after that. Sounded like a wonderful deal. I kept asking, ‘that sounds to good to be true’ but he assured me that was the promotion. When the ADT installer got here he walked the house and added up windows and doors and proceed to tell me the cost was going to be $1,800 – you could only imagine my shock. I told him what the ADT representative told me on the phone, he said that was for an alarm on one door and two windows….really? What is the point of that. So reluctantly and based on emotion I told him to move forward with securing my entire home. He was here for several hours installing the system and it was dinner time and the bedtime routine for my 2 and 4 year old so I was pre occupied. He kept having me sign things on his small tablet, while zooming in on the signature pad. I know, I should have known better and I do take responsibility for this, however, they should have pointed out bullet points – like the contract for the $49 a month is for 3 years and if you want to return equipment you have 30 days, etc. Well I tried returning a few window monitors 7 weeks after the instillation, that I had purchased at the time of installation, for an addition we were working on. This was because the installer told me it would be a huge cost for them to come out and install window monitors later and that I would buy them now and just attach them when the addition was up and take advantage of the free instillation. So the woman I spoke with was the rudest person I have ever had the pleasure of speaking with. I told her I jumped the gun and would like to return the window monitors and she told me i owned them, that i could return them if i wanted but i wouldn’t get my money back and then proceeded to tell me i needed to take accountability and that know one forced me to buy them and that know one would ever force her into something like that…I was dumbfounded…i didn’t even know what to say. This is just the beginning…my system started beeping repeatedly, all night, shortly after instillation. I had tech guy after tech guy come out, some missed the appointments, some showed up late (they set aside a 5 hour block) some fixed it for a short period then it would beep all night again, right outside of my bedroom door. I kept telling them I don’t want it anymore and was told I owned it and i signed a three year contract so i would have to pay whatever was left of my contract to get out of it and that i owned the system (which is not even through ADT btw, it was through defenders inc). This has been going on at least every other month, with my system not working and repeatedly beeping, my bathroom window sensor works when it wants to, and now i am going through a repeated communication error system failure, which we are on our second tech guy and i was told today that if someone broke in, ADT wouldn’t even get the signal…it is so pointless, i feel like I was taken worse then a used car dealership. I don’t know how this legal. We are a young family, who works so hard and needed some protection and we were taken advantage of. STAY AWAY FROM ADT!!!!!!!!
Just got off the phone from an adt rep. An unsolicited phone call and when I told him I was on the “no call” list. Even though he’s trying to sell a system he played it off as he wasn’t. I was polite, said “not interested” and hung up.
The f**king as*hole called me back! I will never, ever use your sXXt system and will never recommend it to anyone.
The guy would not take no for an answer. These cheap and sleezy high pressure sales tactics won’t impress anyone.
How pathetic that a security company has to use boiler room sales tactics to try to get customers.
Try showing a little bit of class if you want to be a respected name in security.
Pathetic. I wish I had the board of directors numbers so I could call and harass them at home..
I reiterate, pathetic. Now to file a complaint with the CRTC. I hope they nail you for the 1m plus that they nailed another company with that didn’t pay attention to the no call list.
Losers.
I wish I had read this before I got the service. same exact issue happened I just wanted to add CO detectors and got a sales call from Adt and given a great deal only to be not honored when the guy shows up for install. Gives me no reason. tempered with my alarm system and when asked to speak to Manager while still here refused to my face while he talked to him for a while and just leaves. soon Eddie calls me and says I will solve your complaint don’t deal with anyone else and turns out he insists on coming to my house cuz he is in sales not complaints!! Very poor service and misleading do not know where to file complaint any more.
I have a full page of events that caused me to cancel your service which I would like to send you when you send me a valid email address. I am requesting the return of all the funds you have been paid. Your advertisement shows 6 month adt money back guarantee and there are no stipulations shown The account number was 12619724. I’m very tired of your hard sell tactics and will not hesitate to take further action to get my money returned. Your sales people and technicians are all out to make a buck especially when dealing with senior citizens.
My wife and I called ADT on February 11, 2017 to see about upgrading our system, when the gentleman informed us that he was unable to do anything without charging us for new equipment and additional fees I asked him to cancel our service. He said, “ok.” I waited on the phone for a few seconds, and he said nothing after that so my wife and I took that t to mean that we did not need to do anything else and that our service was cancelled. We then went out and got new service for a lower cost and much better features.
In March we were charged again for regular monthly service. So my wife and I called back and after being on hold for over an hour we again requested that our service be cancelled and to be refunded for the last two months. The young lady that we talked to said that she had talked to her manager (while we were on the phone) and that they had to review our called from February 11, 2017. We were told that we would be contacted in 2 or 3 day with a follow-up. We never received that call. In April we were again charged, so we both called ADT again and again requested that our service be cancelled and that we be refunded for the last 3 months. The person we were talking to transferred us to a supervisor. I repeated our request to her and she had a major attitude and was VERY rude. I assumed at the end of the call that our service would be cancelled and we would be refunded for charges from February through April, only to find out at the beginning of May that we had been charged again.
So now I am going to have to file a complaint with the BBB, sad!
Rev Hines- Will you please send your contact info and address to AlwaysThere at ADT.com so we may review this for you further? Thank you!- Tim L
Well, well, well… It appears that this is certainly a bait and switch company. The lies are plentiful and on many fronts when it comes to ADT. I am in California and cannot for over a month get anyone to show up or take care of the issues over the phone. In one conversation, I was told to use a butter knife to open up the unit. In my analysis of using a butter knife, it was clear that should not be used. Here is my recent post on Yelp. Oh yeah, that is a joke, as well.
Who is the worst security system dealer in the bay area? ADT
Who has the worst customer service in home security? ADT
Who has false advertising for home security systems in the bay area? ADT
Who does not show up to multiple appointments? ADT
Who accuses the customer of cancelling appointments when it was the company themselves? ADT
I have no idea how this company is still in business. The equipment was faulty from the beginning. Appointments were made a week or two out, and then they either did not show up or called to confirm the wrong date. The service person also lied and said that they actually had a conversation with me, and I knew he was not coming. WOW! As other posts have mentioned, they lie about their offers. They will not recognize that they are not meeting any of their responsibility to the customer in terms of taking care of the equipment in a timely manner. They will then turn it around and blame the customer for them not showing up or scheduling a different date. They refuse to pick up the equipment when they are not meeting their guarantee.
Interesting that there are few postings for each year, nothing for 2017. Here is the dirty little secret about Yelp! Just have your friends and family go on line and give a great review, even if no work has been done. I cannot imagine, with this type of service, that too many people are happy. Especially, with the bait and switch deals.
This company is a scam and should be barred from doing any business anywhere!!!!!!!!!!!!!!
As a professional, I have never come across a company with such unscrupulous business practices.
JUST STAY AWAY AND FIND A REAL REPUTABLE COMPANY THAT WILL SERVICE YOU AND NOT LIE TO GET YOU INTO THEIR CLAWS.
I changed to ADT from an even worse company. The old company monitored burglar and fire alarms.
The ADT rep said that a new state law prevented monitoring companies from installing and monitoring fire alarms in commercial buildings. Being dumb, I believed him.
In the process of installing a new system in my home, another company told me that there has never been a state law like that.
I called ADT. They agreed that the could monitor fire alarms for me. Apparently, at the time that I signed with them, they did not have that capability in my area. So, the rep lied to me in order to get the account.
ADT’s only proposed solution is to have another rep come out and have a fire system installed and then charge more for monitoring that. The telephone rep was not concerned at all that their rep was misleading people and putting their businesses at risk.
They are out of here! I have 3 houses and 2 businesses and ADT will not be in any of them.
ADT signed me up for a 3 year contract I only had 6 months left to my lease and did not want to get 3 years service but sales person told me system was all wireless and that when I leave I could take it with me easily and just plug it in at new residence with no problems or additional cost.. This all ended up being a lie. 9 months ago I moved and took system with me and they refuse to activate the service at my new house unless I agree to a new 3 year contract and pay installation fees again. They continue to take monthly payments from my bank for a service I no longer have. They have clearly breached the contract I entered with the salesman. I continue to pay monthly payments for no service because if I cancel they will take $900 out of my account all at once for the remainder of the contract. I am sick because of their lies and robbery. I am forced to file a court claim against them. I would not recommend this company to my worst enemy. Piss poor service without concern for customers. Worst than AOL for robbing your bank account….
they told me the same thing when I upgraded my adt system one year to selling the place. their customer service is terrible.
what a racket ADT has, everything is fine until you want to cancel. 1st time I called I was told that I would have to wait until the contract is up. then when I called back (s/w Jasmine) to cancel I was told they would charge me yet another month before terminating. I said if I could afford another month I wouldn’t be cancelling, she stated I had to speak to cancelation about that, then I spoke to randell gave me the instructions that everything would be shut off, i asked about the addl 30 day billing, he said it could be waived in the billing department but he had to transfer me back. he shut off everything then told me I had to speak to customer service again to have the 30 days waived, then a 3rd rep Ebony told me the 2nd rep was wrong and now that the service is off they cannot waive the 30 days. I flat out told them that was an orchestrated plan and I will not be paying that last 30 days. since all calls are recorded I asked them to mail me a copy of the tapes with todays conversation of the all the reps passing off my calls until there was nothing I could do about the additional 30 days. ebony refused to give me any information and said to read the contract. I have called the corporate office (of course no answer today) anyone who wants to form a class action suite you can email me at pmolivacz at yahoo.com
I have just gotten my alarm /fire system connected and feeling so much safer.. especially when I have to leave my fur babies alone.. Your agent Chris Trahan was so easy to talk too and very comfortable to be around..He made an appointment for the following day for a technician to install my system. Frankie Lachney arrived Thursday morning ready to do his job, but before that happened he explained exactly what I was getting installed and what he would be doing…I am very grateful he did because I was expecting sensors for every window and a fire alarm… but that was not in the price I paid so I added these and my cost was an extra $443.74 including my March monthly payment. It was worth it because this young man(Frankie)went above and beyond the call of duty… For some reason my ADT pulse would not take my email.. After several attempts with no luck he came up with a solution and it worked….I hope the service will be as Great as Mr.Lachney…With that said I have a suggestion… Your agents should go over what the customer will be getting for the price they were quoted so there would not be any misunderstanding… Please take care of your technicians like Mr. Lachney… Jackie Dupre’
Very unhappy with ADT right now. I called a couple months ago to cancel service and was told it was too soon to call and I couldn’t cancel til March 1. I asked if I could call in Feb to make sure it was canceled on March 1st and they told me no, I had to wait til March, so I call today and am told there is a 30 day notice policy so I have to pay for another month even though I already called to cancel back in December. So now I have to wait another month. Very dishonest practice and employees lying to get you to pay for another month. So to anyone thinking about canceling, make sure you call at least 30 days ahead so you don’t have to pay for another month! I gave them 90 days notice but they wouldn’t do it and specifically told me to call back on March 1st. So annoyed right now!
same exact thing happened to me. the company also has refused to give me the information how to obtain copies of the recorded conversation I had with the 3 representatives and how they went back and forth misrepresenting this 30 day fee, other than “its in the contract” hoping that I would get lost in the verbiage, So for anyone that has paid this fee or has been billed this fee after services have been cut off (being charges for services ADT is not rendering) please contact me for a consumer affairs complaint and possible class action suite depending on how many complainants I find
Same thing happened to me. When I moved into my Townhouse ADT system was already in there, They never upgraded the system and uses all the old pieces that was in there and made me sign a 3 year contract. I recently bought a new house and was going to transfer my contract to the new house. I called 3 times to try and find out the process. Finally an operator helped me and we cancelled the old service and booked an appointment for the following Monday to install in the new house. 3 Days later I get a bill for $163.01 for Termination of contract for the unexpired portion of your agreement for my old house.. Are you KIDDING me!!! You actually think I am going to pay for services at a house I don’t own anymore and then pay you for services at my new house!!!! I have called your agents and told them what they can do with the appointment for services at my new house. SO you want to be Greedy for $163?? you just lost $1476 as I will NEVER!!!!! do you hear me NEVER use you in any of primary residence again or my rental properties EVER
DO NOT..I REPEAT..DO NOT GET A ALARM SYSTEM FROM ADT!
When you start having problems,and you will,their customer service is the worst I’ve ever encountered,very rude and self serving.
Trying to cancel service while the installation and equipment are substandard is non negotiable.
Never again,and I’ll tell everyone to steer clear of Adt!
I was contacted by a Christopher Perry in the Talent Acquisition Team regarding my Resume and a supposed “great opportunity” for someone with a Recruiting Background to “come join their team of professionals”. Well, I had to play e-mail tag AND telephone tag with that individual for a Week and a Half…leaving 2 voicemail messages and 2 e-mail messages letting him know I was interested in hearing further details. Not once did I ever hear from that guy….finally, I tried a third time and actually spoke to the guy, he stated he would call me back at a designated time later that afternoon. The time came and went…no phone call, no voicemail and NO e-mail explain to me what happened.
This is a serious Red Flag!! If a company like ADT has a “Talent Acquisition Specialist” working for them and who has ZERO follow up skills like that? It speaks volumes about the individual, the department and the company itself! If you have someone like that working for you and they cannot follow up with a simple e-mail and/or quick voicemail? That shows that that individual is extremely unprofessional and should NOT be working for a company like ADT. It also gives legitimate Human Resource Professionals and Recruiters an undeserved back reputation as well.
Hello, my name is Tiundra James. I’ve recently applied for a customer service job in Irving, Tx. Immediately after forwarding my resume, I was denied in less than 3 minutes. Now I’m aware that there are people without experience working for the company, which are whom referred me to you all. The hiring recruiter name is Nichole Minnifee. I’m not looking to trouble anyone’s life but mine has been troubled and when I’m sure that I have what it takes to comply with a companys requirements, I’m determined to fight for my justice and rights. (214) 299-XXXXX Thanks in advance, I’m just trying to provide for my family.
My Ruby store in Westland Michigan has closed down. I was an employee there before it closed and now I’m wondering how will I get my W2’s. I know it’s a lot more important situations yet I am just concerned about how o can get them without waiting so long because of the unfortunate closure of that store. My address is Detroit Michigan 48228. Or is a website I can print them from since our payroll accounts are no longer available. Contact me by phone at 313-293-XXXXX
Adt never got my billing address right after numerous calls then just turned off my service. Made me sign a contract to reinstate it. Sold home and now they are making me pay $700 to cancel. When I said I’d transfer the rest of the contract (2 years), they said you can’t transfer you have to buy another 3 years and then we won’t charge a cancellation fee. Scam. Pathetic. POS company.
Ditto the above. I have had numerous problems with ADT. Two separate times, I have had almost a year or more without monitoring at a valuable secondary home, despite my repeated phone calls to get the information correct on my account. This last event, I discovered that I have not had monitoring service on my secondary home for over a year. Although the system appears to be working because it sets like it normally does, hence no indication of trouble. Apparently, when I changed my credit card number several months ago, I neglected to change my billing information with ADT. No one ever called me not even my email address, which they have all numbers. The second supervisor I talked to told me that my outstanding invoice was being sent to a collection agency (I have the best credit rating you can get) and they would not reinstate my service until I paid $287.00. (when I went online it says I owe more than $700.00!!!!)She said it was “my responsibility to go to ADT.com and monitor my account and that they cannot call home owners when there is an outstanding bill” Well, the last time this happened, my phone line was out for months, they never called me to let me know that they were not receiving a signal. I had to pay hundreds of dollars to have it reinstated. I explained to them then to NEVER call the number of the secondary residence because it is my secondary residence and I am not there. I looked at several of the contracts I have signed over the years and it is plain as day what number and email address should be used. I asked the supervisor why they didn’t at least email me. Her response was “It is your responsibility to authorize us to contact you by email”. WTH? She was rude and refused to help me. I am NOT letting this go. I will NOT pay this bill. I am going to contact the corporate offices. There is more to this story, but not enough room.
Terrible customer service!!!! Rude and disrespectful! My alarm hasn’t worked properly since the installation and they want me to pay to get it fixed. I was charged an installation fee and they didn’t install anything. I had outdated equipment in my house and they activated that but it doesn’t work property. After 1 month they battery died and they said I have to pay for it. But they charged me for installation. Can’t get a manager on the phone. They keep sending the same guy to my house and I’ve told them that I don’t want him back in house.
In April, 2015 I purchased a security system from ADT. This was two months after my husband had died and I needed to have the security at home. I paid a little over 3400.00 for the cameras and system. I was sold cameras that were wireless and I have Hughesnet satellite. The person that sold me this system failed to tell me the wireless cameras etc would not work with Hughesnet. I did not find this out until after numerous calls to customer service and the technicians that was sent out told me they had sold me a bill of goods because ADT knows it will not work with Hughesnet. Yesterday the tech came out because the modem was not working, he repaired and it is out again today. Cameras still do not work and do not record at times. I live in the country so now I guess I am going to have to sell my home and property and move into a larger town because ADT will not make good on their promise of providing security for me. The salesman name was Steve Mason and I still have his business card. Just wanted to let you all know I am a dissatisfied elderly lady who has a big mouth and will let everyone know about the ADT products. I need a wired system and should have been told this up front.
I am beyond frustrated with ADT. I never had problems until I had ADT pulse installed. I paid $671 for 3 cameras due to my truck being broken into. I had the cameras installed in May 2016 and by June, 2 out of 3 cameras did not always record. I called to have a tech out and he advised these were newer type cameras and there is a known issue with the motion sensor. He order 2 replacement cameras. I found out there were cameras that record 24/7 and have better picture quality. I called up ADT to inquiry about returning these current cameras and buying the other ones, which by the way are close to $2000 higher in price. That rep said I have 6 months money back guarantee. Salesman came out the next day (Thursday June 23) He said he would call back that night with the price. I never heard from him. I called Monday and got his voicemail. He finally called me back and said he is working on it. Apparently the rep on the phone was wrong and the only way I can get my money back is if tech comes out 3 times. This is mind boggling as this product is horrible and I am willing to pay more for better cameras that don’t work off motion sensor
Tech comes out Monday (July 11) and 3 hours later the 1 camera that was replaced wasn’t working. Found out he programmed it to go off one of my other cameras, which again doesn’t make sense. I had to waste my time again and sat on the phone with ADT who had to reprogram over the phone. I emailed my sales rep and as of today, still never heard back from him. Well I had to call ADT AGAIN to schedule appointment as both cameras that were replaced are not working. My next step is getting a lawyer. This is no way to treat customers as I have read the previous complaints.
Glad to see that there is a site like this. I hope this can help ADT to improve their service.
It was not a very good experience when I tried to cancel a 3-day try-out. Following the instruction on a “Notice of Cancellation” sheet provided by ADT, I had to use post mail or fax to send the cancellation notice on Friday, and nobody to confirm back if the fax was received. I called several 1-800 numbers, including the one on the cancellation notice sheet, all went to some people who were not in the right departments. And they told me that since it was Saturday, they did not know if ADT received it and they could not do anything to check out, and told me to fax again or call back on Monday. When I asked to speak to a supervisor, a lady on the call kept telling me that she had followed her desk procedures and there wasn’t anything she could do or anything her supervisor could do, and hung up the phone on me.
Anyway, I might expect too much from ADT, a 140+ years company handles important and emergency calls.
I see room for improvement:
1. Using modern technologies, how many people and companies are still using fax and post mail today? And post mail is not a good way to get a cancellation sent or received in time. There are many other easy and quick ways we can communicate, especially to cancel a try-out system which was not even activated/monitored.
2. Having the correct phone number on the cancellation sheet. A wrong number is worse than no number.
3. Having a quicker response to confirm receiving any message or a paper work from a customer. It can be done much quicker if handle electronically. Can setup a way that an email will be sent back automatically to confirm ADT has got the message, etc.
4. Customer service team should “put yourself in customer’s shoes”. Following procedures may not be enough.
I hope this message gets to the right people in ADT. And I hope ADT takes this positively. I am a real estate agent, and help many my clients and home owners to decide what they need to do regarding safety and security. I would like to see improvements from ADT in the future so that I can recommend ADT to my clients with confidence.
I have had the worst experience with ADT. I have been a customer since 2011 and it has been one problem after another from non working equipment, to service technicians falling asleep and leaving my windows open to billing problems to customer service problems and non responsive managers in the horsham pa office. I would venture to say their service is worse than COMCAST which is pretty bad. I have been looking for a way to send an email to the company hierarchy, but they conveniently don’t give contact emails.. they push you to the rude, non responsive, poorly trained “customer support” staff.
This company deserves a class action suit..I’ve only been a customer for 6 weeks and it’s one problem to another..The latest..they sales pitch of one price and wing charged another! It;s no use calling a supervisor , who gives you an erroneous extension,or Security Monitoring systems because they ‘ll either disconnect you, place you on hold..total of 6hrs and 42 mins in 2 days, connect you to a “Loyally Dept” which doesn’t pick up. I should have stuck with Slomin’s ..excellent customer service..this company’s a scam and the pits in customer service and satisfaction Stay away!! Hmmn How come these reviews aren’t on their website????
I read your complaint and I could not agree with you more on the class action lawsuit, I am so frustrated with this company it has been one lie after another and the sales person that I spoke with Claude Evans never doXXXXented our agreed payment so now I am stuck with the total installation fee and parts, not to mention he did not doXXXXent or leave a contact number to get a hold of him, so ADT can verify what was said and they have no way of getting a hold of him, because he is contracted out, so he can tell you whatever amount you would like to hear, because in the long run he is just going to put the normal amount anyways just to get his sale!!! and this is what makes me hate people you can’t trust anyone. If I ever get an alarm system again I am going to get the agreement in writing first before agreeing with anything.
With speaking with ADT 4 times now and mind you I have only been with them since Nov 15, 2016 about receiving a paper bill that was stated from the very beginning when account was set up, because we have POA to our fathers account and need doXXXXentation to prove where the money is going they still haven’t sent one and now they just called me saying that I am delinquent on my account and nothing was doXXXXented that I requested this…. I HATE ADT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! scammers!!!!!!!!!!!!!!!! I will tell everyone that I know not to get ADT!!!! I am glad that this system is in a rental house and not our own, because it probably would not work!!! And the sad thing is with all the complaints that this company is getting you would think that corporate would see this and actually do something….! If you speak with Britney, Claude Evans, Genessa, their is one more, but I can’t remember her name, don’t trust them you just should hang up because nothing will get done!
Oh! and you only get 3 days to decide if you want to discontinue service, I told them that must be nice, I am glad they can keep it together not disappoint people for three days..
Well I like others had this company but I came to realize that they are pretty useless when it comes to security meaning I got calls constantly an to no avail meaning I would call anyone of my neighbors an they would go across the street and check my house and their was never anything happening but as some stated on other comments it was a publicity stunt, all these years that I have lived I came to the conclusion after getting rid of the security equipment, talking with a police officer about my area he told me that I was the only house on my block that had not been robbed I said why he said you have the large dog in the back yard and on your fence out front you have a sign that says theirs nothing in this house that is worth dying for, your other sign says we don’t call 911 with a 357 pistol, so a criminal knows exactly where you are coming from plus all the other houses do not own a dog,.. with that being said I’am a lifetime NRA MEMBER have been since I was 10 years old and now I’m 60, so all you people are squeamish meaning I don’t like guns, oh I don’t want to shoot anybody, LMFAO I say that not to be rude but in my town when I was young YOU COULD NOT COME TO OUR HOUSE UNLESS YOU WERE INVITED PERIOD, PERIOD END OF STORY IF YOU CAME PASS’D THE SIDE WALK OR THE FENCE WHEN WE HAD OUR PROPERTY (WE HAD EVERY RIGHT TO KILL YOU YES I KNOW SOME OF YOU GOOD PEOPLE THINK THAT’S PRETYY CRAZY…lol not really that’s the way people in the west an south who live in a rural city, an rightly so … if you look at the facts in today’s age people coming to your house only like to steal and kill you so they don’t get caught lol camera’s on the outside n inside and then if you hurt the guy he has the opportunity to sue you and almost take your house if he is injured I have seen it witness’d it absurd pathetically ridiculous and this goes to your representatives who vote this stupidity into law…when I was young their were never any people suing people because nobody was stealing from anybody else, I personally have ZERO TOLERANCE for somebody who steals from another person …those individuals are lazy SOB’S THEIR TO LAZY TO WORK AND BUY THEIR OWN, SO THEY WANT TO STEAL FROM SOMEBODY WHO HAS WORKED HIS OR HER AZZZ OFF FOR WHAT THEY HAVE. so to all you .squeamish people purchase a weapon learn everything about it an definitely understand the safety issue’s safety safety safety safety being a young man from a state of hunting an from a military family with generations we have never ever ever ever had a incident an I got facts that the CIA, FBI, DEA, AN POLICE that have written statements saying towns with people that have guns have less crime lol not talking about chicago okay normal cities.
To Whom it May Concern at Corporate Headquarters,
You need to hire more technicians to preform repairs.
Especially in the P.M. Hours after 5 pm. Some of us
Work and cannot take off from work because of ADT ‘s unavailability . You really need to upgrade the quality
Of The ADT Pulse. I had your old system for years and had too replace battery every couple of years. This new system has ISSUES that need to be addressed.
Concerned Customer
Diane Giovanniello
732-693-XXXXX
2 yrs.ago I replaced my old system with an ADT system. I had been broke into with the old system(it operated thru my landline). Homeowners Insurance mandated I upgrade Security System.
ADT came out did the install. It wasnt until after installation that i realize ADT used alot of my previous security systems equipment Over these past 2 years I have been burglarized beyond belief. Technician (Tom in Wichita Ks) the primary tech to service system has 25 yrs.with ADT. He has seen the decline and damage done to my home from people breaking in..my doors, my broken windows, structural damage in the hundreds of dollars. My metal control box was pryed open, key broke off.in it, the antenna on the wireless control box was dangling and had been like this for over a year and a half. NEVER DID AN ADT TECH ATTEMPT TO OPEN THE CONTROL BOX WHEN THEY SERVICED THE SYSTEM. IF OUTSIDE WAS DAMAGED OBE WOULD WONDER WHAT THE CONTENTS LOOKED LIKE?”
Upon what i believe to be every service call made my acct.history reflected .”nothing wrong with system. Educated homeowner on how to operate system”. I finally accepted the fact that crooks had the upper hand when it came to my system. But I still had my remote in case I met up with an intruder…well, not so much. My remote began having issues like not disarming system and I would be stuck on the Second Story or I would arm the system with remote only to find out it never armed the system I put a call in . I purchased 7 batteries Plus One battery for my remote. This was done because I got trapped on 2ND story and my remote would.not disarm or shut off horn. Noone from ADT called. When I called zi was told no signals from your system. A technician came out charged me over $400 and said 5 motion / door contacts in wrong spot to smoke detectors unhooked and two motions missing. I was certain remote was faulty so I requested to purchase replacement remote. Told it would be 700.00 and he did not have one. As I stayed earlier, ADT used some of the equipment from my old security system when they installed their system. One item was the horn. It is mounted on the outside of house. Several times I had showed the technician where the wires to the and the system which went down the clothes Chute seem to be getting shorter and shorter they could have cared less so I decided to get replacement siren and maybe my horn was not operational the technician came to install the siren he noticed that my remote was arming and disarming the system and not even pointing at it finally with his own eyes he believed me he went out to his van came back in and said he was giving me a new remote and then I watched him put up old rusted screw back in my new remote I inquired about this and he said he dropped the new screw the parking lot. It can’t get much worse but it did my remote was stolen 2 days after I received a certified letter from ADT informing me I could keep the equipment and in 30 days they would discontinued monitoring and servicing my security system the only thing that they said was we hope you understand our position in this matter I called the number on the letterhead of the gentleman who wrote the letter to let them know I didn’t even have a key to that box of my security system and I needed a reason why they were canceling I was promised a phone call back 2 Days Later my remote was stolen someone other than myself is able to arm and disarm basically controlling my horn and siren I put a call in before my 30-day cancellation to have a technician come out deactivate the old remote and I would purchase a new remote . The night before my service call i was doing laundry and found my dryer quit working. I looked over and noticed the main breaker box was in the off position I move the arm to the on position and I heard a long beep it was my microwave up stairs which is plugged into my stove which sits next to my alarm system I arranged an electrician to arrive simultaneously with the ADT Tech that following day the only one that showed was the electrician his comments in his report to the city inspector are as follows whoever installed your security system did so illegally it is so out of code a potential fire hazard now exists.MY ADT SYSTEM IS HOT WIRED INTO MY DRYER AND STOVE (both of these 220 volt) all this happened within two days I never got my remote deactivated all I got was rude insults and hung up on and also my account shows voluntarily cancelled I didn’t cancel ADT cancelled me and still scheduled me a service call and didn’t have the decency to show up I was told a person named Jeff no last name made the decision without a remote I am unable to set my alarm exit the home put. Put my dogs on their leashes and close the door without it going off and then you put me in the position of my home is now a fire hazard ADT is in the business I thought a protecting people not exploiting them and putting them in danger I have 4 more days left until you all shut the system off which gives give you four days to respond and deactivate this remote and issue me a new one my home is on the historic register it’s a federal offense to cause damage to historical property.. I don’t want your system but I do want my button deactivated and a new one activated at least then I can still use my horn and siren for my security
Brand new home, drilled into my thermostat wire not heat for 2 days, Salesman Brad was terrible after I signed it became obvious he had no more knowledge about his product than I did. Poorly run organization from my perspective at least in the Northwest.
All the complaints I have read by other customers are the same ad I have been experiencing. This is a fraudulent company/corp. I will proceed to Better Business,Bureau and on tact every news station to warn others.
VERY UNPROFESSIONAL SALES SERVICE. THE QUOTE HAS $130 INCREASE FROM DAY 1 TO DAY 2. I WAS TOLD THAT IT IS COUNTY ELECTRIC CONNECTION FEE (???), THE SALES PERSON TOLD ME THAT HE FORGOT ABOUT IT FIRST TIME. REALLY??
HORRIBLE COMPANY.
Horrible Company. My system does not work either. It has not worked since October 2015 yet my account keeps being drafted. I called many times and no one cares, so this morning I am going to write my local representatives in Congress, the TV stations and every element of ADT and the Better Business Bureau of North Alabama. These people are taking advantage of Senior Citizens and it needs to be stopped. ADT needs to refund my money for the months their system did not work and take their equipment out of my house.
Horrible company! They have been drafting my account every month and my alarm system was not “active”. Sorry Mrs. “We don’t get a signal” but they sure do get my money every month.
So today, April 7, 2016, I’m away from my home on business travel. I check my email and receive an email from ADT. The subject read “DANGER: Your garage may have been left open”. After freaking out and checking my garage door app to see in fact it was closed, I checked the contents of the ADT email. Just advertisements for more ADT products! I shouldn’t have to say…horrible horrible horrible marketing campaign ADT!!!!
We are not satisfied with our services or lack thereof. We have been without an alarm since Thursday March 17, 2016. We have had two appointments one where a technician was supposed to come out and fix the alarm system and the second a technician was supposed to replace the system. Neither time was nothing done. My husband has been on the phone with your company since last week and have gotten the run around on every phone call. He has requested to speak with a manager on several occasions and each time there has been no manager available. He has been told he would receive a call back from a manager and we have yet to hear from anyone.
We called to advise your company on Thursday 3/17/16 that our system was not working and the first available appointment where a technician could come out was Saturday 3/19/2016. We waited home all day for your technician to tell us he couldn’t fix the system. Initially he stated the system was fixed until my husband asked about the device for upstairs and then he told him the system was not fixed. ADT scheduled another appointment for March 24th but my husband told the loyalty department representative that was unacceptable. We were then scheduled for today 3/22/16. The technician advised us again today that he could not fix the system because he did not have the parts he needed. He stated the technician from Saturday has the parts he needed in his vehicle and he is on vacation.
My husband left work early today only to be advised we would have to make another appointment. Needless to say we are VERY disappointed with the services your company has provided. We have been without a working alarm for 6 days now, we have waited two days one where my husband had to leave work, and we still don’t have a working alarm system. The purpose of us purchasing an alarm is to feel safe in our home and to have our home protected when we are not there. We feel that your company has not been able to provide us with a safe environment for 6 days which means you have not held up your end of the contract. We can no longer wait for ADT to decide to provide services that we are paying for. For example, if someone had broken into our home during March 17th through March 22nd no one would have been notified.
My husband asked for another manager today to see if someone would be able to come out today to rectify this situation and the representative stated there again, there was no manager available. We told your company that if this could not be taken care of today we would terminate our services and your representative said no one would be able to come back out today. My husband also told your representative that the technician needed to take the alarm equipment with him today and the representative basically said keep it. This email is to inform you we have cancelled our services effective today because we are not taking any risks with the safety of our family.
Good day,
My name is Craig I leave in Montclair mitchells plain, I am your existing client. Monday the 7 march 2016 there was a break in at my house they took my t.v’s and my wife tablet phone. As usual a lady from ADT called my wife to inform her that the alarm was on and my wife told her to send the armed response which she did after 45 minutes and the criminal’s where long gone. I was told that ADT has contracted only two armed response vehicle for the whole area of mitchells plain which we are part of, that makes it impossible for any proper intervention from your guards .Mitchells plain is a huge area with different suburbs with different needs.
Montclair and Mondaly consist of mainly a middle class people who work during the day, the house robberies mainly happen during the day when most people are at work. Monday alone more than 3 break-ins took place in this area and all belonged to ADT according to your guard.
Clearly Adt is not bringing value in this area, we pay our monthly fees with no pleasure in return.
Through discussions I had with my neighbours yesterday we agreed that ADT is capable of providing superb service in mostly affluent areas where there are guard houses and security patrolling the area with bicycle’s and foot. We want that service to in our area.
I therefore propose that we provide ADT with our local people to patrol Montclair and Mondalay day and night using Bicycle’s and physically visit all ADT clients in this area every day and night.
Have a link with your armed response and the police.
We will not just patrol the area , we will recruit more people to join ADT in our area, people want to see what they are paying for and have a relationship with their service provider. ADT can provide such service in this area only by this intervention , this will mean visibility , more clients for ADT , easy engagements with your clients in this area through this initiative , LESS CRIME. In return ADT compensate us for our services.
I trust this will reach those who have influence and power to change the attitude of this community , I still want to be your clients. I will therefore wait for your contact.
We were customers for 20 years in FL. When we started building our house in Tennessee, we contacted ADT. Your installer Daniel Hess (1.865.556.0314) tore up an exterior door beyond repair installing a sensor.
Note that the install is only 50% complete and we will not proceed until this issue is resolved.
Numerous phone calls from our contractor to Daniel Hess regarding the damage went un-returned.
We, the homeowners, made contact with Daniel Hess and he admitted to damaging the door a couple of months ago. He told us he would file an insurance claim for the door replacement amount of $511.00.
Since then we have gotten misery and aggravation via a big runaround. First it was Daniel acting surprised that we didn’t receive a check..then he said he needed to check with his manager about it..now we are getting no reply to more than three attempts to contact him to follow up.
Ms. Guiterrez, ADT stands to lose a lot more than $511 via the full install and monthly revenue through the service by not honoring this commitment to replace that door.
Please contact me as soon as possible in this matter.
ADT is the WORST. DO NOT USE. Their cold temp sensor failed and the pipes froze. And when we called ADT to come figure out what went wrong the soonest they would come was in 48 hours. In other words the house has no alarm , which they tell us is all so important , for 2 days and that is ok with ADT. Oh , but they did say if I was willing to pay overtime rates they could get someone their sooner! CALL ANYONE BUT ADT!!!
They really are the worst. I have a smoke alarm that is faulty. It’s two weeks old. They refuse to send me another one. I had a tech scheduled for this morning and he never bothered to ring the doorbell. He just had their 1-800 number call, which I missed by one ring. I called it back and had a wait time. The tech left and they wouldn’t send him back to my house. I refuse to miss more work for a smoke alarm. So I called and told them they could come get the equipment. After all sorts of run-around, I was able to cancel the service, but am being told they may not let me out of my contract, which is bull. I’m going to fight these worthless people to the end, even if it cost me 3x more than the contract price of $1700.
I have been a constant customer of ADT since 1983. Your service is terrible. Your bill collection is great. I have paid you a great deal of money in 33 years and have only called not called customer service on 8 occasions in that span of time. Last night the softer alarm on my box was activated automatically while I slept. I turned it off and called ADT around 2:00AM. The service person was polite and told me what to do to disengage both the AC and DC alarms in my box. It was difficult, because it is at eye level, and I had to get on a chair to open the box using screw drivers in both hands. I am 80 years old. Then I was told how to disengage the battery for the alarm. I was told to reactivate it myself, which I was not about to do. My question is what does your service consist of? Sales only? I was told I had to wait for 24-48 hours for a technician. Is this service? Your company has degenerated into a mere money making machine. I shall no longer continue under your “CARE” if you don’t renew your original monitoring policy. You have 6.5 million subscribers who pay you plenty for nothing. I wasn’t even contacted when the alarm went off. You are another reason for the fall of this nation when your job is to protect its citizens,
Good morning,
This posting is in reference to cameras and NVR issues and deceptive practices I have been experiencing since day one of install they never worked correctly. The only thing that has been done in a timely manner was the deducting of about $1500 payment from my credit card and a whole lot of unauthorized charges. It has been about a week since I initiated this service and I just got it to work correctly last night after the tech spent about six hours in my house up to about 2100 hours after being held hostage by ADT tech and their lack of knowledge on their equipment. I am very unhappy with ADT based on this experience. I have been with this company about 13 years and feel I deserved better . Based on false promises from my sales consultant, to deceptive prices of equipment, and equipment malfunction I am on the verge of cancelling this service if I cannot get my price adjusted for the equipment and monitoring service. The sales consultant sold me 4 camera at $250 a piece and the tech came over and convinced my wife we needed 4 more which we understood why the need was there for four more but not at the price of $436.00 a piece for the same 4 cameras the consultant sold me at $250.00 . I am requesting the cameras price be adjusted and the monitoring fee be lowered as promise by the sales guy . I am not sure what you can do but I am starting with you . I will be filing complaints with the BBB, FTC, and ADT corporate if I cannot get the adjustments as well as canceling the service.
Thanks for your assistance .
Roland Bounds
Would like to interact with you please…And also (( ADT CORPORATE ))
Concerning my experience..purchasing 4 outside security cameras.
I was never shown any ((PRICES )) or (( PRODUCTS ))
The salesman comes over and sits down…we discuss the outside cameras..how many I’m wanting…I needed to rethink after he first tells me the NVR is 750$+
And if I’m wanting (( 8 )) cameras..I’ll need to double that 1500$… Just for the NVR not even including the cameras..
So just (( 4 )) Cameras plus NVR $1,900,00 And he will discount 50$ per camera..
He had them (( BASICALLY )) install an outdated indoor analog system..
(( 4 )) cheap analog cameras ..and a 1 Terabyte recorder…
The picture quality was “Terrible” I didn’t know what was happening until it was already installed…and I told them this was unacceptable….
They ended up getting a supervisor involved…and he discussed with the original salesperson…
That a Digital system with 1.3 MP Cameras could be installed in replace of the analog system…and I would need to (( PAY THE DIFFERENCE )) Still zero pictures or prices are displayed…nothing is ever shown to me…so I need to agree to the price agreement…and they’ll switch out the system…I’ve paid $2000,00..and lost the $200 dollar discount..after having to pay the additional cost for the upgraded system…
This new system they installed…The NO NAME….NVR 2 Terabyte ADT BOX Model number…NVR 4204-P- ADT-2…sells on eBay brand new for $189.00…The (DAHUA) 1.3 Bullet Cameras… (( 4 )) model number 1PC-HFW412E-ADT36…I’ve seen these cameras sell for 50 – 60 dollars each brand new…on the Internet …At the time of the sell of the Cameras..the Salesman kept Stressing to make it a ((POINT)) That there’s zero INSTALATION CHARGE… The Cameras would be installed for free…I’ve had the Supervisor and the Technician at the same time since to show them the “POOR” Quality of the image..and recorded image…and being able to Zoom in on a person within 10 feet of the cameras…and not being able to properly see the person or being able to identify the person…BECAUSE THESE ARE “CHEAP CAMERAS”….ADT DOES NOT REPRESENT THIS…AND I DONT BELIVE THEY WOULD…IF THEY PERSONALY WERE INVOLVED IN THIS MATTER…IVE LEFT OUT THE NSMES OF THE SUPERVISOR AND SALESMAN AND COMPANY LOCATION…HOPING THEY WILL MAKE THIS RIGHT…WITH HIGHER MEGAPIXEL CAMERAS…LIKE I REQUESTED…AT “”ZERO”” charge towards me.. AND a NVR UNIT that’s not a ” no name unit ” a no name NVR UNIT…that comes with zero manuals..and sells for under 200 on eBay….
I thought for sure ADT would contact me thru my gmail address…I guess I’m not important enough..I’m as important as the ADT technician that was contacted to come out this past week and repair the outside security camera…the inside filter has gone bad because it’s a cheap camera…and the Tec even stated..he’s never seen small cameras on the outside of houses…he promises he will contact the correct people..and have the bosses contact me within days…while new cameras are (being ordered ) nothing’s being done…THANKS ADT ONCE AGAIN….he called my number many times Friday…I couldn’t call back…said h would get back fist of the week…now when I call him durning the week….my number is BLOCKED..STRAIGHT TO A FULL VOICEMAIL…
My parents are Elderly…My Father just celebrated another Birthday this past Sunday..
He’s Survived (four) live saving surgeries in 2015…and he’s an Army Vet….I’m just wanting this to turn out fair with the cameras…and knowing when I’m not here..my elderly parents will have good Resolution cameras recording 24/7 on our property…EVERYTIME a person in charge promises to get back…something always comes up…and they utilize the excuses to the main bosses…
I want to see illustrations and prices…neither of which I was allowed to see prior to paying upfront cost…Time has went since the first post…id appreciate a response from ADT CORPORATION the email is included….please take time…and show you care about protecting elderly parents….my mom enjoys being able to watch my Dad bWhen he’s in certain areas of the yard…ADT CORPORATION…please help work out the few details….Contact us Please….RONALD KING
Wow! I’m so glad I read these reviews. I’ve been a customer of theirs for over 15 years, but about 8 months ago, I switched to the cellular service b/c I no longer wanted to pay for a home phone line. I’ve had nothing but trouble with the new service. The last 5 weeks have been crazy. I would have the alarm armed, then come home and nothing beeped and no alarm went off…ever. That happened more than once. Finally, after multiple things not working the way they’re supposed to, I had a service tech come out. He was here for 4 1/2 hours. He was on hold for 40 minutes trying to get through for support to help him as he couldn’t figure out why things weren’t working. He installed a new system (and failed to tell me that my entire prior history would be wiped out…no biggie unless you are using the past history to build a case against someone, and I was) He finally got it “working” after 4 1/2 hours and (now) neither of my keypads work (found that out when husband came home last night and set off the alarm because the keypad was completely unresponsive) neither of my key remotes work, 2 of my 7 sensors don’t work. A supervisor was supposed to call me back within 24 hours and I’ve heard from anyone. On hold now with corporate. Cancelled my account with no early termination fees as the prior customer service rep swore couldn’t be waived. I’m not paying you extra for a service I’ve been paying for that hasn’t even worked!
I WAS TOLD THAT I WOULD RECEIVE A 100.00 REBATE GIFT CARD FOR GETTING THE SECURITY SYTEM INSTALLED IN MY HOME, IT HAS BEEN 4 MONTHS AND STILL NOTHING. WHEN I CALL AROUND FOR ANSWERS ALL I GET IS THE RUN AROUND. I WILL ADVERTISE REAL NICE
I have been an outstanding “paying” ADT customer for 25 years.
My system is obviously antiquated.
My monitor went out.
I called for service in June, 2015.
The repairman said my system was old and had to order another monitor in July.
No one called me to follow up.
Finally I DID get someone on the phone in October.
Until today, January 30, 2016, I still do not have a working monitor.
Are we to understand that Gursahanay we are paying his salary and he’s getting stock options from our hard earned money.
I NEED SERVICE, NOW!!!! Let’s see how long service will take.
Good afternoon Helen,
I am sorry to hear about the inconvenience you are experiencing. My name is Vanessa, I am an ADT corporate representative. I would like the opportunity to help you get your issue resolved. If you would be so kind to reach out to me at your earliest convenience I will gladly help you. My contact information: vgutierrez at adt.com 786-255-2335. Thank you, Vanessa
I regret to inform you the unethical practices your employees are practicing on costumers. I call adt with the intensions on purchasing alarm set up for my home that was under construction. I made it clear this would be for a few months. The technician reassured me I can cancel at anytime and to sign the tablet (signature was for the installation was done). Now that I no longer need the service I was told it’s a 3 year contract and if canceled I would have to pay over $1,000? I Was never told this was a contract or should have to pay anything to cancel. I feel they have been dishonest to me. All I want is to cancel the contract with no repayment and (I do not recall signing) and move on.
I have had ADT for less than 5 months. My house was burglarized Jan. 4, 2016. My alarm did not go off. I knew it was armed when I left for work, no phone call from ADT. I did not realize my house was broken into until I came home that evening! Their answer for this was “my alarm system was off-line”!! I am furious and upset. Not getting any answers from them. That is why I got the system to avoid something like this!! It isn’t over!!
Sharron,
I’m going through the same thing! My husband, 2 year old, and myself were home asleep while we were burglarized. Our alarm was set, but did not go off!! This happened December 15 and I’m still fighting with ADT.
If I make any progress I’ll let you know…
Good afternoon Sharon and Kari,
I am sorry to hear about the inconvenience you are experiencing. I am an ADT corporate representative and would like to help you. Please feel free to contact me at your earliest convenience; vgutierrez at adt.com
Have had a years worth of horrible experiences with adt. Nothing is ever resolved or fixed. The technicians blame the one before. Shouldn’t they all know what they are doing? Cameras don’t work properly and there is always an issue with some dector or smoke alarm going off for no reason and mostly in the middle of the night. Billing is off also. So basically paying for a service that never works.
I do not even know where to begin. I have had an ongoing issue for several days. The alarm problem is the least of my worries, the incredibly poor customer service has driven me to frustration that I can’t e plain. No one seems to care, the scripted answers are offensive. I have cancelled my service and will dismantle the equipment tomorrow.
I do not have ADT but they sure arę stealing money from my checking account despite that I did n ot give them authorization to this.
When I wisited Florida my friend asked me if I could put her initial payment of hundered and some dollars on my credit card and I agreed. I also explained the situation to ADTand made sure that nothing would be paid from this account in the future. The person on the phone explained that my friend will be billed and I did not have to wory about this . lThey already have stolen money from my account and when I called and protested ADT would not help me becouse it was not my Accout with them. They were not interested that ADT withdrew money without authorisation.
I want ADT to Return payments of 56 and something dollars to lmy account. In the end of December I got their word that my friend talked to them and they would not take money from my account any more but I did stop payment anyway. I live in another state and never stayed in my frinds house. This was just helping her to make the payment so later the security people could come and install the system.
My experience with adt was terrible. I started service with them almost 6 months ago had alarm installed in apartment. We decided that we were going to move to another place they informed me in order to move to another place they have to run my credit again and charge me and another installation fee plus my contract would start over not mind you it’s 3 long years. I was like what the point of keep paying evwrytime we moved and renew a contract. My husband and I determine we should of never sign the agreement until we were in a house. So we decoded to get rid of the alarm completely since we didn’t use it plus it went of one time on my husband and I didn’t even set it. The reps told me that they can deactivate the system for the alarm but the account would still be active. I made the statement why would I pay for active alarm and I don’t live there anymore not mind you since I cancel the agreement I still owe 871.00 to them for cancellation of contract. There rep told me that as long as I’m paying each month my balance would decrease until zero balance and that it want affect my credit.I called the other day there telling me my baLance is zero.. I had to inform the rep that yall keep telling me this but don’t yall affiliate with defender the rep was like oh yeah let me transfer you to them. They come out and tell me I can only make 4 payments of the remaining balance if I don’t pay the largely amount in 3 weeks it will hit my credit report which I asked the same questions 20,000 times and got the answer from several different reps that it want and sure enough it will. Adt is very unprofessional with long wait time along with giving customer incorrect information.all the rep could tell me is that you didn’t talk to us sorry you didn’t get that information if there was anything we could do we surely would. I don’t believe customer service is not there priority. I would never deal with adt or defender again. I would tell anyone do not use them for security.
I have a similar issue. I installed the ADT system by Defender in my house while restoring it for sale. Defender promised will transfer the system when I move, since they were aware before installation I will move. When I moved I went thru the same issues, they refused to transfer unless I cancel and sign up for a new contract of 2 years. I pointed out nothing of that is specified in the contract.
My account details was given to ADT Security for payments of an alarm system by an ex in-law without my permission, it was not even at my property. ADT then started debiting my account without seeking permission from me. When I realised 6 months later that they were debiting my account I contacted them and they assured me they would stop the debit order which to date has not been done (almost a year later). I have complained on Hello Peter and even that did not get them to sort out my issue.
To begin, I have 3 accounts with ADT, 2 business & 1 personal.
Over the past 10 days, I have had problems with two of those. I understand issues happen but, I can’t fathom telephone wait times of 30+ minutes to speak to a rep. This was not once or twice, but multiple times – not once was I connected in under 15 minutes.
If my call is as they say “important to us”, get proper staffing.
Sad company, very sad; the ceo Naren Gursahaney should be embarrassed.
I agree with you, ADT is a very bad business company. They want your business, they pick up your call immediately. When there is an issue which was caused by them, they avoid you like you are a ghost. Very bad business practice. No one should go with ADT. Try going with Lifeshield or something else. NEVER USE ADT.
So, where do I begin!! I decided to change security companies and have my service re-activated to ADT. Customer service went over the whole package deal, scheduled my appointment and everything was deal. Needless to say, I had to travel 3 hrs to the property location where the service was to be installed. Two days before the initial activation, ADT called and left voicemail on cell# to call back the next day before 12 to conform. The next day I called and confirmed. The morning of the appointment which was scheduled on a Saturday between 12 and 5, I called ADT hoping they could give me a timeframe or the installer would be able to call me and give an approximate time. The rep says, I will transfer you to the scheduling department. I was on hold for 20 minutes thinking it was the call volume was high and someone would pick up. During the hold process, I called ADT from another cell phone and reached a rep. I explained to her I am on hold on another line, so since I had this rep on the phone I hung up from my 20 minute hold.
This rep told me the time frame would be around 3:00ish, there or about. When I hung up from the rep, I noticed a missed call on my cell phone and it was a unusual number with about 12 digits. So, I’m thinking maybe it was ADT. I called ADT back and was transferred to the scheduling department. The rep says, your work order was pulled because you didn’t confirm your appointment.
I was furious!! Knowing that I called the day before and conformed it. Also, by this time I have reached my destination after driving 3hrs to the property. The rep says, let me contact the coordinator and see if they can still come to the property. Then I was told, “I’m sorry but there’s nothing we can do for today”, there is no installer a available. Well, by this time my blood was in gear!! I asked for a supervisor and the rep came back to the phone and said the team leader says you can get 3 months free of charge service and we need to reschedule you.
I told the rep, just FORGET IT!! Make a note on the file of your offer. Once I got inside of the property location, I noticed ADT had called that property location the morning of the appointment to contact them. However, I had not given ADT that number to call me. What ADT did was still had the old telephone number in the system which I didn’t give them for this new re-activation .. I only gave them my cell phone because I knew this property location land line was to be disconnected.
So, what are they calling my old number for? Then they never left a message on my cell phone to contact them when this crazy 12 digit number came through on my cell phone. They left a message at the property location. What a mess!!
After a 3hr drive for nothing, I turned back around and drove back another 3 hrs. Really, ADT?? Someone needs to look into the actual call times that I called into ADT and track the phone calls down to which reps handled this matter and listen to the supposedly monitored calls and take action. Then, contact me to make resolution. Thank God I still have my other security system and never disconnected it. Just a complete mess!!
ADT is a very fraudulent company. I signed up with them at my new property location and after one year, we had to relocate, so we left and rented our house to someone else. The new tenant wanted to switch to her name. After calling at least 6 times (each of us), we go nowhere. Suddenly, out of the blue, a “corporate” salesperson looked for my tenant and promised her that he would take care of the account setup, and then told her and me that my account would be fine and can be cancelled without any penalty. He (ANTHONY PASQAUL) called me and told me that “not to worry” I will help you through the process. I asked what do I need to do. He said nothing, he will take care of it. So I took his word for it since he is the corporate person or so he claimed. After 3 months, I got a collection bill from their authorized dealers saying that I cancelled the contract and that I owe them money. Guess what next? This ANTHONY PASQUAL NEVER picked up my call nor call me back despite multiple attempts to reach out to him for the entire week. Called their corporate office, it was also an endless going around in circles. Finally got someone who “tracked” this ANTHONY PASQUAL down to his manager and said that she would send an email to the manager and get him to follow up. OF course, nothing happened. very bad business ethic. ADT SHOULD NOT EXIST.
Hi Cheryl, that’s insane how badly they messed up your appointment, I work for a Media outlet, would you be willing to give a statement to a national news source? if so contact me, and I’ll get your statement in, we’re trying to get as many disgruntled and dissatisfied customers as we can to expose some of the bad business practices that ADT has been doing for the past few years…. thanks, and I hope you were able to get your property protected by another reputable company,…… Keith
Wish I had known…I ‘ve had a horrible experience with ADT. Two homes in two different states. Double billed several times, waiting around all day for techs to show then the job doesn’t get completed, unprofessional techs, changing appointment times without telling me, calling on the day of the appointment to change or cancel, you name it I have experienced it. The regional management team in Spring, TX does not take care of business. I am so frustrated!! Will never use them again!!!
Contact me also, have the same horror show with the worst service and the rudest customer representatives ever.
Hi Everyone,
I won’t go into detail but I am also experiencing an issue with ADT since the beginning of 2015.
I’m just throwing this out as an option…. is anyone interested in a class action lawsuit. Companies need to be held accountable for all of the issue they are not resolving. I own a business and if I treated any customers like they do, I would not be in business. Not to mention the impact on my time which I have very little of as a business owner…. let me know!
totally agree with you. I am kinda like a partial salesperson myself, but I am never like these ADT sales, they are a bunch of people who only cares about money but have no ethics of what they have done.
I am in full agreement with you
Hi Dawn, I think that’s what ADT needs in order to understand that people are not going to continue to put up with that type of treatment from them, I would be interested in filing a class action against them….
I’m having a hell of a time getting my system to even work. Service tech has been out here 7 times since mid August. Now my system is down again and I have to wait 3 weeks for service all the while having no system thru the holidays.
I’m with you on whatever you do.
My system hasn’t worked an my house is constantly being broken into please sign me up
Hi,
I also was tricked by ADT and want to be a part of the class action law suit.
Please take off the Nest thermostat advertisement for free install, it is misleading. Not only do you charge $250 activation, you charge an additional $7 a month for a device that works fine on it’s own. $7 x 12 mo = $84 x 3 yrs = $252. Basically paying an additional $402 total for a device that is normally $250 alone (because you all give a $100 visa card which basically waives the initial $100 activation). Do not advertise “free” installation of a Nest thermostat when in reality it is not free at all. Absolutely ridiculous.
Yes Daniel I agree, That’s false advertisement
Was scheduled for my system battery to be replaced . For the 12-5 time frame.. The Tech called me at 3:30 pm to say they weren’t coming an I needed to rescheduled . I had to take half of day off of work to wait for the tech to show up.. Now what I have to take yet another day off of work To have this work fixed.. Hate your costumer service. Was on the phone trying to reschedule on hold for over an hour an ADT disconnected me. .NOT HAPPY.. I want to be compensated for my time I had to take off of work for you no show.. That they knew the Tech that was to come to my home Called In sick that morning..
VERY POOR COMPANY. Need more service tech in CA
Like all the rest of the comments very unhappy with the service I can’t believe they have the population they do with such poor management they need a new CEO and board of directors to come in and show them how to run a business I’m surprised they’re still afloat
I’m surprised too, The management in the office I dealt with are horrible, no courtesy or class, or professionalism….
not a happy costumer , first the sales person gives my personal number out which she broke the privacy law.then the install was done very poor the tech comes back out hands me a roll of wire and says here you go if you want it fix you can do it cause its not on my job schedule.i just wish they would stand up to there name and fix my problem
The government need to shut them down today worst company ever
I am soooooo beyond stressed with ADT!! So since we last talked (and you were able to refund me two months of billing) my relationship with ADT has been insane!!! The false alarms continued and I believe I told you I have been billed for $50 from the City Police Dept for having to come out and there is no emergency.
My alarm was going off approximately 3-4 a week!!! One night, it went off at 1:00am, 1:22 am and 3:00am!! This is unnecessary. I was so frustrated because it woke my 3 year old son and I up every single time. I’ve called multiple times to get someone out to the house to get it fixed. I was told a supervisor would call me in 24-48 hours. No one called. I called again. I was told the supervisor would call me. No one ever called! I continued to get the false alarms! After one Saturday of it going off at 7am – I was DONE!! I was so incredibly FRUSTRATED!!!!
So I called ONE LAST TIME to try to remedy the situation! After being transferred to three different people who did not know what they were doing I just wanted to cut all ties with ADT. I spoke with one man in the Loyalty dept who was INCREDIBLY RUDE! He spoke in a demeaning manner and stated that he would cancel my account and I would be billed $1,000 for the remainder of the year. I told him I would not be paying for the future or any prior bills I had received as I wasn’t going to pay for a service that was not working properly.
I have been waiting for the letter with the $1k bill and also the paperwork that a customer rep promised to send me to refund me the $50 the Police Dept was charging me. I still have not received either one. I was told this morning that no paperwork was ever requested!! What?!
For the passed two weeks I have been receiving 3 phone calls per night on the home phone. I called ADT and they said a supervisor was trying to get ahold of me. I gave them my cell number and said to have him/her contact me on that line. No one ever called me AND the phone calls continued!! So I called back last night and they said they didn’t know why I was getting called so they put me on a “Do not call” list.
I got another phone call this morning! What the heck?!?!?!?!?!!?!? So I called back this morning on my way to work AT 8:00am mountain time and it is NOW 9:05am mountain time. I have been on the phone with ADT for AN ENTIRE HOUR!!! I need to start working but no, I’m on the phone STILL trying to figure this out!! I am pulling my hair out with ADT already!!!!!
What do I do?????? I was told that my account is now 90 days passed due and it’s going to affect my credit! That is not right! Why should a bill be affecting my credit when the product I’m supposed to be paying for is faulty? They also said they reversed the credit you gave me because I cancelled the account. How can it just be taken away after it was promised?! ADT just wants more money! This is completely LUDACRIS!
They wrote in my notes that I “refused to schedule” another appointment. That is NOT TRUE!! They just kept telling me I had to take off work. I cannot do that! I’m a single mom and a contractor. If I don’t work, I don’t get paid. I think I have put in enough blood, sweat, tears and time on the telephone with ADT without having take off work and not get paid. That is my bread and butter and my means to support my son. I am appalled that I would even be asked to do such a thing! Especially because this will be the THIRD TIME someone needs to come out and fix this system already! What kind of company is this?! It’s not my fault there are problems with the system. Why is it that I am the one that keeps getting penalized and punished (i.e., taking time off work, $1k bill, $50 bill from the PD.) I can’t even believe all of this is happening. This is the worst company I’ve ever had to deal with. The customer service reps all tell me something different and no one seems to want to help! I just don’t get it. AT ALL.
If the system was working, correctly and not scaring my 3 year old half to death at all hours of the night and early morning – I would keep the service to avoid the penalties BUT I will not continue to subject myself and my son to this!! Absolutely not! I don’t believe anyone would.
I don’t see what the problem is with just getting someone out to fix the darn thing. Really?! They act like I’m asking for something outrageous. All I’m asking for is for someone to FIX THE PROBLEM! I don’t know what is so hard about that.
I’m so upset!! What can I do? I never imagined after only a few months I would be going through all of this. I have such a bad taste in my mouth with ADT. I’m tired of being on the phone with them almost every day with problem after problem after problem! It’s 9:20 and I’ve been on the phone now over an hour and 15 minutes. This is UNACCEPTABLE!!!! >:/0
You have a 6 month guarantee…see if they will honor it.
I normally would not take the time to write a complaint. But the interaction I had with one of the sales managers frustrated me.
I am in sales and so therefore try to politely tell another sales person that I am not interested. I have always gone by the rule of telling someone ‘no’ 3 times an than they should let you go. In this case I received the phone call from ADT and he congratulated me on my recent home sale and asked if I would like to hear about the referral system. I informed him that I did not and have one in place already. He in turn told me that they are the #1 leading security company and would like to tell me about it. I informed him again that I had tried to do that with ADT in the past and am not interested. He told me that I didn’t try it with him. I again told him that I already have one in place and not interested. He asked if he could send me an email and I said no because I am not interested in sending him to my buyers. He pushed again and I told him that I didn’t want to be rude and was trying to just say ‘no’ and move on. He pushed again and I said ‘I was really trying not be rude, have nice day’ and than I hung up.
I then get the following email:
No one has to be rude. It’s a choice you made and were looking for an excuse to be.
I’m surprised to hear you’re “not interested” because I don’t get that very often. I need to stress that our program is for the benefit of your buyers only! I understand you may have had a bad experience in the past with a referral program, but that was not through me. If your clients want home security for their property, I’m more than confident that they would want to know about this program instead of any other company since ADT is the leader in the industry. That didn’t happen by accident.
The characteristics of someone who is a Realtor Partner in our program are; a desire to save their clients’ money on essential home services for their new property, make sure their property is secured by the most reputable company in the nation, is invested in the welfare of their clients and their families, and will go above and beyond to assist them even after the closing! I’m confident that as a Realtor, you possess all these qualities and incorporate them in the search and purchase of your clients’ new home. Otherwise, you wouldn’t have had the success you have in the real estate industry!
Basically, all we do here is offer you another asset to incorporate into your repertoire of services you provide to your clients. As an added bonus, we give you $200 for doing so! We recognize our business would not have had the success that we have without YOU.
A few things we’ll do for your client (we always make them aware that it’s only because of your participation in our program) is give them discounted monthly monitoring rates, free equipment, $100 Visa, and more. If they are interested in home security, they’ll definitely appreciate a heads-up from you about our program!
If you’d give us a chance, I promise, you won’t be disappointed, and your clients will be grateful as well!
Sincerely,
BLAKE SISK
Regional Director
OFFICE: 312.957.****
CELL: 816.730.****
I than called the number and asked to speak to a manager and was told by Blake that he could handle anything and I did not need to speak to a manager. Then he told me that the manager was right there, oh but all of a sudden had to run and couldn’t talk to me. He told me that the manager “Jeremy” would call me back and that was 2 days ago. I do not see where I can make a formal complaint, so this was the best I can do. This is bad customer service and can’t believe he still sent me an email after I requested for him not to. I also can’t believe that he insulted me in the first line of the email and still continued to send his sales pitch. I was amazed, shared this with a couple of my colleagues and they had no words. Thank you and I hope that this helps others to make a decision about this company and the people they have representing them.
SO FAR IT HAS ONLY BEEN 3 MONTHS AND I CAN TELL THIS COMPANY IS THE WORST AND THE MOST DEGRATING LOW CUSTOMER SERVICE. EVERYTIME I CALL I SPEAK TO PEOPLE WHO CANT EVEN COMMUNICATE PROPERLY. THEY HIRE THE WORST OF THE WORS PERSONNEL WHO OBVIOUSLY DOES NOT CARE TO SERVICE THE CUSTOMER. WHEN I SAY I WILL CALL HEADQUARTERS THEY ACT NORMAL BECAUSE THEY KNOW NOTHING WILL HAPPEN. WORST COMPANY EVER… RIGHT NOW MY ALARM IS NOT ARMING AND ALL THEY CAN OFFER IS A TECH IN 24 TO 48 HRS.. THEY ARE A JOKE . WHAT IF I DID HAVE A BURGLAR INSIDE MY HOME??? WITH THIS BAD EXPERIENCE I CAN EXPECT ANYTHING ELSE. SURE ENOUGH TOMORROW IN THE MORNING I AM CALLING CORPORATE OFFICES “AGAIN” AND THEY WILL GET MY PIECE OF MIND… AT THE END OF THE DAY I AM PAYING FOR A SERVICE….
AMEN SISTER!!!! I’m having the same problems. I’ve had a tech out 7 times since I got the system in Aug. Now it doesn’t work and it will take 3 WEEKS for a tech to show up which means no system over the holidays.
WORST COMPANY I’VE EVER DELT WITH. I’M GOING TO HAVE THEM YANK IT OUT AND IF I HAVE TO HAVE AN ATTORNEY TO CANCEL THE CONTRACT, I WILL. RATHER GIVE MONEY TO HIM THAN THEM!!!!!!!!!!!
Cathy,
I am having the same issue with the added bonus of their customer service rep in the scheduling department hanging up in my face. Their service is unacceptable. Thankfully, I am able an attorney address their Corporate Offices on Monday.
I have decided to keep my integrity as a man and modify the model sales call. I’m nolonger misrepresenting my self by saying this company is so great. It’s a s***ty company for employees and specially for potential customers.
I have this system for a year it hasn’t been right since day one have had several visits (double digits).I have had one problem after the other .run around and constant mistakes then you get told oh we can Send somebody out but not for 6 days .and we r supossed to deal with until then not acceptable when it is Adt mistake . Customer relations is very poor and when you ask for a supervisor and get told they won’t take the call really? Not recommended at all I should of not allowed to be talked in to going w them. NO accountability for anything .Bad Business
This is the worst company ever. I was never told about a long-term contract. Then my system broke and I have been on the phone for 2 hours going round and round in circles trying to get it fixed. No one takes accountability for issues. I am going to call corporate office till I get heard.
I have had ADT for a little over a year and it have NEVER worked properly. I have spoken to many people who have not been able to help. I have had over 10 techs to my home and not have been able to fix. I have had techs come without equipment telling me it should have been sent to my home. I have taken 12 partial days off of work; had most of the system replaced and a repeater installed. Still doesn’t work zones don’t work low batteries right after they are fixed. I have had enough and cannot get my money back. They are a horrible co choose another
ADT is very non-responsive. Their techs read from scripts and cannot assist. They refust to escalate calls and are a waste of time. There are far better alarm companies of which I am going to. Terribible
I upgraded armed all my window and sliding door so i signed a new contract a year later of dealing with alarm because the window products fall off including the sliding door so my alarm never works like it should. the product are cheap and they are only glued on. I will like to leave ADT and get a different alarm. I have a contract so they want me to pay a cancelation fee Ive explain to them the situation but they dont care as long as they make there money.
WARNING: STAY AWAY FROM ADT SECURITY
Horrible service, I signed up for 36 month contract, at the end of this i asked them to stop the contract, they did not and continued to debit money from my credit card. On asking them why this was happening they said your contract has automatically been renewed for another 12 months, I argued this after advising I had already cancelled the account previously, them stating that the person I had spoken to did not doXXXXent the same. After arguing this for over a month and several more conversations with their billing department, with promises of a call back, nothing!! I called yet again demanding to speak to a manager, was transferred to yet another billing person who finally said you need to send us a letter stating you want your account closed, then adding that my account will be closed after 30 days and will therefore be billed for the month it took me to get thus far, then billed for the 30 days after receiving a letter requesting closure of the account. Absolutely deceiving and only a means to get money.
I would like to add that the service never had to attend my address once in the 3 years I had to pay for their services, the battery light went on around the end of my 36 months with them saying only one of their technicians can come and replace the battery for $$$$, then stating I would be upgrading my broadband to Ultrafast they stated that the alarm system also needed to be upgraded for $$$$. This is blind robbery to the vulnerable people out there, I would advise to stay away, very far away from anyone related to this security firm.
regards
Carlee
I want you to know I signed a contract for 18 months. Now your company is stating I signed for 36 months. That is completely wrong…after the next 6 months will conclude this contract. I will NOT pay for 36 months…if your company tries to bill me I will contact an attorney, the BBB, and Veterans groups…you will NOT steal money from me. Your business sucks!! You remember something….your CEO CFO are not untouchable…I’ll bring the fight to your doorstep!
When you complain to your managers about the direction the company is going and how it’s adversely affecting your pay check. They’re response is find another job..This is a plantation! The Totowa Nj office is unprofessional and incompetent
ADT fail to monitor the berglary system. My house berglary motion sensor wne off but ADT received the singal but didn’t call me and police. Right now ADT sdaid they don’t respoible for my lost if berglary disable the main box witin 30 sec. But the sales rep never tell me that before install the system.
I have tried unsuccessfully for two weeks to get service. We are out of the country. We cannot call. I’m surprised by the number of walls put up. We should end our contract.
I recently received an offer as a former customer to reactivate my monthly alarm system for a low price. I am trying to activate this offer and am being told my Brittani, the chat room lady, that I cannot do it without a telephone. I am in a facility without telephone access during the day. How do I activate this offer, and you should really put more helpful people in your chat room. Brittani clearly had not even read the question when she first responded to me.
You installed a pulse system for my garage door after three attempts and it still does not operate properly. I call and was transferred over 5 different times, with everyone asking the same questions over and over again without offering a resolution. Hello, It does not work I want it out, and replaced with a simple motion detector. They keep saying its under review. Review for what it DOES NOT WORK properly period……..They say they will call within 48 hours. Hello, why not just come and take it out as I requested, and put in the motion detector as I asked for. I am ready to have this system just taken out if its not resolved soon. I wish ADT would hire people that can just do right by a customer and get things done. I have wasted over 3 hours and three weeks trying to get something that just works. Your customer service is terrible to say the least. I will be writing a letter to the CEO Naren Gursahaney about this experience, if he care about this company I hope he can get someone to make this right………
I cannot believe 2 times in 2 weeks you have allowed the same person too breech my contract and lock me out. This is the most unprofessional thing a company for home security could do. Even a week after talking too a manager that promised it would never happen again you allowed too happen. Thanks for taking my money ADT but you failed in my security.
i have had a systems for a year now and it never has worked correctly
so far this has been a horrible experience
for 27 years i lived in a private home had very little problems and my little local alarm guy took care of everything –problems taken care of next day
THIS COMPANY IS TERRIBLE– WHEN YOUR ALARM BREAKS AND ADT KNOWS THERE IS A PROBLEM –THEY NEVER TAKE CARE OF THE PROBLEM AND NEVER CALL YOU TO ARRANGE A REPAIR AND WHEN YOU SUPPOSE TO HAVE IT FIXED THEY COME AND DON’T FIX IT
TAKE YOUR SYSTEM OUT–I DON’T WANT IT –YOU HAVE BROKEN YOUR PART OF THE CONTRACT–AND NO MORE 49.00 A MONTH PAYMENTS ACCOUNT 11203961
My service has been cut off by a mysterious inability to contact me as the account holder. The service was not paid for months due to this inability. ADT was able to contact me at the right phone number for any other issue that arose but conveniently had the wrong number when trying to reach me regarding the bill. I was finally notified about the payment issue by a collection agency. I paid the bill immediately over the phone with ADT and asked that the service be reinstated. During this portion of the phone conversation, I also confirmed that they had the right contact information for me which they did not. The representative I spoke with to reinstall the device was extremely rude and seemed to be in a rush to end the conversation. After multiple tries to reinstall the device, he stated a home visit would need to be scheduled. I confirmed the date and time with him for the next week Thursday between 8am and 12pm. I received a confirmation call a few days prior to the at home visit that stated I would receive a call prior to the technician’s arrival. The day of the at home appointment I received no phone calls nor heard any ring at the door. At about 12:30pm I proceeded to call ADT. The representative I spoke with claimed I was not home and that they had called multiple times. I confirmed the phone number with them again and this time they had the right phone number, yet I hadn’t received any calls! The customer service representative stated over and over “well it says here that we tried to contact you.” This, I will remind you, was the second instance where they conveniently couldn’t reach me. After I spoke with them I opened the door to find a message from ADT stating they came at 10:30am but still no phone call was made or attempt to reach me. After this whole ordeal, I wrote a review of the service on Consumer Affairs where I was contacted by an ADT representative who said they’d like to hear more about my experience. I emailed them 9 days ago and still haven’t received a response. ADT is the worst company I’ve ever dealt with. Your poor customer service and extreme disregard for my time has moved me to seek your competitor’s assistance in home monitoring and security.
Horrible service!! Protect Your Home / ADT cancelled a service call yesterday that was made last Monday. Spent hours on the phone talking with Mary Jane, Tammy, Felicia (ID#15038), Amelia (ID#97698), Lisa (ID#102744), Antoinette, and Joshua in customer loyalty. Lisa said to sit tight at home because she saw that my service ticket was still open and that a tech would be coming (NOT TRUE). Amelia set up a new service appointment for Friday, Sept. 4, between 8-9am with a Senior Tech (THERE ARE NO SENIOR TECHS IN MY AREA, SO NOT TRUE). I found out that there are only TWO TECHS that service my area, and that they were sending the tech that could not fix my continuing panel problem, but that he has only been with the company for one year, and he may have less experience than the tech who came out the week before who didn’t fix the ongoing problem! Had to wait around for two hours last night for Claudia, a Manager, to call me. She said that I have to wait until Monday for another Manager to call me to see if they can find a Senior Tech from Albuquerque. This is the worst customer experience I’ve encountered since I can remember! And I’m without security!! Will Protect Your Home and ADT be liable for any break-ins, loss of property, harm or injury to us? You bet they will!
Does anyone else notice that the box of wires controlling their ADT system looks like a rats’ nest – dirty, disorganized and impossible to make heads or tails of? We’ve had ADT people come by before, and they usually poke around in there but don’t remark on how unsavory and unsound it looks. There are other boxes with electrical and electronic devices controlling other items in the house, and they all look neat, clean and well-laid out. Also, their service policies are terrible. If your system is making loud beeps, for example, and you can’t shut it off, try getting them to send a technician just to stop the noise so you can sleep. They’ll tell you technicians don’t come out to switch off beeping sounds. They only come for repairs, and if the soonest they can come is the next day, you have to put up with unwanted noise in your house for a whole night. ADT is a disgrace, and their system is a hassle. We’ll probably be ditching them and switching to a more conscientious service provider.
Just a few moments ago knock on door, supposedly ADT offering me a FREE SYSTEM if I would agree to put sign up in yard, stated, “Not interested” and than he got very pushy “But it’s free if you let me put this sign in your yard and just come into your house for a few minutes.” Again I stated, “Not interested.” He than said, “but will only take 2 minutes” to which I again replied “Look we have no money and we are both disabled.” to which he than replied “Again it will only take 2 minutes if you let me in and won’t cost you nothing for the service or the system.” Little alarm bells going off in my head wondering if scammer attempting to get into my house to rob me when I am not at home or something. Finally I just said again, “Not Interested and shut the door in his face.” The business cards he threw at me and my disabled son upon me opening up the door only show VA Business License and I reside in MD. I don’t know if this guy really is one of yours but c’mon now you all aren’t in the business of giving away free systems and not charging for any of the services. Here is the information from his business card, Leonard Allen III Sales Reprensentative VA Lic# 11-6617 ADT Security Services 1137 Heatherstone Drive Fredericksbug VA 22407 Tel: 888-320-4289 Cell 540-623-8368 with the url on bottom of http://www.safestreetsusa.com
Jorge Quevedo Wed, Aug 19, 2015 at 2:52 PM
Act #9485216 Jorge Quevedo
To whom my it concern
Is very poor how you develop your business, because after having canceled the services of this adt company in the aforementioned residence, months later I get a bill for $ 180.00 and after talking to one of their representatives agreed that payment seriously diminished the account and leaving us a balance of $ 0.00.one month later or surprise I get another bill of $ 241.05 and again call your company to clarify this cituacion and I am told that there is no proof of that call, I ask to speak with the manager and I leave my new reference phone number and then they (ADT) call the wrong number so people working for you never take the correct data. Just ask the quality of service and good honor of the company in which you work and communicate it right through this Services the conclution to take the appropriate measures to be investigated.
thanks
Jorge Quevedo phone numbe
Well in 2006 my husband was talked into an upgrade to our system which cost us like $140 or more. We paid for by check. We had an original account # but —-the upgrade was done under a new account #. On the new account number someone signed us up for the automatic withdrawal and filled in our account number there (we did not complete this section). Now we have 2 accounts….old account and new account with auto withdrawal. Hubby was paying for old account and the new account was falsified doXXXXents (this is theft by deception) to take automatic withdrawals. By the time we got ADT to admit all this; they refunded us well over $900. I had to show proof from bank accounts and my paperwork when they already had paperwork and both accounts.
Fast forward to 2015, under the new account; we were to have a key fob (when new upgrade done 2006). We did not know we were to have key fob. And we do not, nor was ever given a key fob. So we have paid since 11/2006 to current date for a key fob we don’t have (btw-this is not itemized on your bill). Ok That is over $220.
Now–I am told by CSR that technician will come to my house to see if a key fob has been programmed into our wall alarm unit. So if it is programmed in our unit but we never received a fob; we will be out the money. This is after a so far total of 3 hours on the phone being transferred to 6 different people and I had to call back on Monday.
ADT has been a total nightmare for us and we originally started with them in the 1990’s.
I can not believe this.
ABOUT 25 YEARS AGO I WAS LIED TO BY A SALES PERSON ON PAYING MAINTENANCE FEE IN CASE THE SYSTEM STOP WORKING AFTER SEVERAL YEARS OF PAYING WHEN I HAD A PROBLEM THEY DIDN’T STAND BY THERE SALES PITCH SO I DROP THEM ! WELL 10 OR 15 YEARS GO BY I FIGURE GIVE THEM A SECOND CHANCE AT ANOTHER PROPERTY OF MINE ,WELL SENSE DAY 1 AND FOR 3 AND A HALF YEARS MY CAMERAS ON MY PULSE NEVER WORK RIGHT HAVING TROUBLES DAILY ! MY FIRST CALL WAS TO COME INSTALL SOME WINDOW SENSORS AND I FOUGHT WITH A SALES PITCH THEY WEREN’T GOING TO HONOR SO I BOUGHT MY OWN BUT I’M NOT ALLOWED TO INSTALL ON THE SYSTEM THAT I NOW OWN, SO THEY TALK ME INTO ANOTHER DEAL BUY A FEW THINGS AT A FAIR DEAL WE WILL SEND GUY AT NO CHARGE AND TAKE CARE OF YOU AND I WILL KEEP MY MOUTH SHUT RELEASING THEM FROM NOT HONORING WHAT I WAS TOLD AT THE TIME TO GET THE SYSTEM INSTALLED THE GUY CAME OUT AND HAD SEVERAL ISSUES NOT BRINGING TH EQUIPMENT I WAS TOLD AND MULTIPLE PROBLEMS PLUS HE RAN OUT OF TIME SO HE WOULD PUT ME IN FOR A FREE RETURN VISIT, WHICH I HAVE NOT USED YET !
NOW I CALL AFTER MY ALARM WENT OFF AND MY CAMERAS WEREN’T WORKING ON A TIME I NEEDED THEM MOST AND I TAKE CARE OF A SPECIAL NEEDS PERSON THE MAIN REASON I GOT THE WHOLE SYSTEM WELL THEY TELL ME THEY CAN SEE CAMERA ISSUES SO SEND A GUY 2 DAYS LATER WITH OUT A GATEWAY ,THEY PROMISED ME BUT NO LUCK, THE GUY HAD A NIGHTMARE WITH MY GATEWAY SO NOW NO TIME TO FINISH AGAIN BUT THE APPROVED ME FOR A FREE WINDOW SENSOR BECAUSE THEY STOOD ME UP THE DAY BEFORE THE GUY WAS A NO SHOW, THEN ALSO THEY PROMISED ME I WAS FIRST RUN THE NEXT DAY BY NOON BUT GUY SHOWS UP AFTER 2PM WITH NO INFO AGAIN ON HIS SHEETS AND SHOWED ME WORK ORDERS NOTHING ON OTHER WORK AND HE HAD SO MUCH TROUBLE HIS TIME RAN OUT TO ADDRESS OTHER ISSUES PLUS HE IS NOT REALLY ALLOWED TO DO TO MUCH IF NOT ON WORK SHEETS
I DON’T BLAME SERVICE GUYS THEY HAVE BEEN OUTSTANDING AND IT IS BECAUSE I’M HAPPY WITH THESE SERVICE GUYS THAT I KEEP MY COOL !
HOWEVER MY LAST CALL TO CORRECT CUSTOMER SERVICE SUCKED TO PUT IT MILDLY THE WOMAN HAD ME TO THE POINT I SAID ITS NOT ABOUT MONEY I WANT WHAT I WAS PROMISED , I PAY VERY 6 MONTHS AND HAD JUST PAID FOR THE NEXT 6 MONTHS ALTHOUGH I STRUGGLE I’M ALREADY PAID A HEAD AND ARE NOT INTERESTED IN CREDIT JUST FINISH UP AND DO WHAT WAS PROMISED YOU HAVE LOST A LOT OF MONEY ON ME AFTER I HAVE BEEN A GOOD CUSTOMER I GOT YOU 2 RELATIVES AND A 3RD ONE ON THE WAY AND NEVER GOT CREDIT OR A THANK YOU
MY LAST TALK TO CUSTOMER SERVICE I STATED IF I CAN’T TRUST MY ALARM CO. THEN DISCONNECT ME SEND ME THE BALANCE BACK AND I WILL GO SOME WHERE ELSE AND ITS BEEN 2 WEEKS NOW I HAVE NOT HEARD BACK !
I’M NOW TRYING TO REACH ADT CORP.
they are a bunch of bad salespeople. even ADT corp will not do anything. ADT should just go out of business if possible. We should all tell our friends and family to stay away from ADT.
I called the number on the web page spoke to some 1 about secuirty cameras he gavwe me a quote! Said some one would be out on the 13th of july between 2 and 5pm,, no call no show! I waited till 3 days to recall them the person i spoke to said tthere was no log of me calling them. ! I I went on the site again and some one called me back while we were eating super, I asked if the could call back at 10 am Wednesday the 29th I was waiting on the call and no call back. Who ever is answering the phones are not professional they do not assk if this is a bussiness and a resident they do not ask if i am a new or returning custmor, They do not offer any deals like I found on the web site! You need to call them on a seprate phone to see how they conducting themselvs! I wanted the cameras so i could show the police who was harrising me and my family! If this is the way you do bussinessd you stink~! I could have gotten you more people in my mobile home park
ADT is horrible and it’s customer service is even worse. I have had adt for aover a year now and have had adt out to my house and my account credited more than half that time. Now trying to get in touch with someone higher up I’m just getting a round around. Do your self a favor and stay away from ADT.
Extortion, embezzlement, fraud, mail fraud, deception Crooks I hate ADT
I should have read the reviews beforehand but ADT is everywhere so I thought it would be ok. The installer was nice bit really tried to up-sell me without telling me prices. Good thing I ASKED “How much?” I did take one piece of equipment that he was GOING to charge $229.00 for but when I said I couldn’t afford that, he lowered it to $100. he said he would have to ask his manager but he didn’t call his manager! I returned that piece of equipment
It has been only 7 days and they have ripped me off already. I am livid! I live on $989.00 a month. They overcharged me $146.08 in 2 minutes and then they tell me that it will take up to 30 days to get my money back. Bastards! And what about the gift card?
Instead of not having the worry of someone breaking into my house, I have the worry of them debiting money from my checking account. They will not get away with this. I will f-them good. How dare they steal money from people! How dare they!
It is 10:00 pm. I was on the phone with them for 1/2 hour. Then I went to the BBB website to file a complaint. Then I came across these reviews…They have stolen one third of my income. Those mf-ers. Can you tell I’m angry? We should all file a lawsuit.
You are right, Marion Drake! Extortion, embezzlement, fraud, mail fraud, deception, crooks, and might I add, bastards. We need to file a law suit.
I have been an ADT customer for over 10 years.
I moved and had a new system installed on 7.8.15. Within a few days the new system was having issues. The alarm would not be turned on and yet it would go off. The motion would go off when we weren’t there. The front door would register that it was open when intact it was closed and locked. I called ADT in 7.15 to have someone come out and fix the issue. They said they would send someone 1 week later on 7.22. I asked that they send someone sooner. They said they would put me on a “high priority” list. I kept calling to get an appointment sooner and they would say they’ll call me back. They never did. On 7.22 the technician came and couldn’t fix the system. He explained that it’s a faulty system and many clients are having problems with it. He then got me an appointment on 7.25 between 12-5pm. On 7.25 they called at around 2pm and said they weren’t coming. I’ve asked to cancel the contract since ADT has not been able to fix the problem and they keep pushing the service date further and further but they said ii would have to pay a penalty. The service is terrible and unacceptable. I have no service yet am paying for service and can’t get it fixed for a month and can’t cancel the contract!
ADT can not get the hint of NOT calling people. We have another security system and are very happy with it. They keep calling and calling sometimes up to four times a day. We now just hang up on them. When a person says go away they mean go away. Doing this kind of thing to a person will not get the business or any referrals. WHY do this? We are on the governments “do not call list”. We are now going to request THEIR information and report them. We are sure glad we did not choose to use ADT for our alarm system after reading all the negative comments already on this site.
A while back I called ADT just to ask some questions. I told the lady I would think about it and call her back. So while I’m on vacation a thousand miles away from my home she calls me while I’m laying on the beach I tell her I don’t have enough time to talk to her and she asked me what’s so important that I can talk to her right now . REALLY! !!! So just a few minutes ago she called me back and I did told her I didn’t want a ADT. So then she had the nerve to call me back and hang up on me really?
This past week I have relocated with ADT for the second time since having the service and was treated as if I was a brand new customer. My old home address had over 10 contacts and I was told I cannot take any with me as they may not be supported at my new address. I was also told that I would have to sign a brand new 3yr contract. Though I was not happy I decided to go ahead with ADT. The service was installed on June 29th, and I asked about the decals and the tech confirmed that they will be provided. He left before I realized he did not install any. On the 30th I called him directly and he said he will swing by to drop them off, this did not happen. So now I am in a new neighborhood with ADT contact on half my windows and no decals. I spoke with Danny Young out of the Miramar field office on Monday July 6th and he said to give him a few days. As of today I have not heard back from him.
This morning during a 1hr call (being placed on hold and transferred because I requested to have the service cancelled) I spoke with Tiffany who informed me that she is a manager and that the decals were only for advertisement and not a deterrent. I informed her of the current ADT add on TV where the decal was the focus point standing as a deterrent. I requested a manager soon after and spoke with Crystal Jones, at this point I was extremely upset. I told Crystal why ADT will no longer be my first option to recommend and that I do not wish to have the services since I did not have a complete installation and the constant delay in getting my services. She recommended that I get a lawyer right away as there is nothing she can do about the early termination 10 days into the partial installed service.
Please note that I am willing to follow her advice unless this can be rectified prior to me being charged a ridiculous amount of money for services that were not installed completely.
I have never done business with a worse company and I will never do business with ADT again!
My history with ADT:
1- Had to wait approximately 3 weeks to get a technician to install the system
2- He failed to install the system (main component or “brain”) where I asked him to
3- Tech made a mess drilling holes and trimming wires without cleaning anything up
4- He failed to program one of our key fobs
5- Tech that came to program fob was 3 hours late without even a phone call
6- I later discovered they had connected the system to a switched circuit
7- No signage was left with us as promised. This had to be sent to us later
8- My alarm started going off randomly. When I called for service, they walked me through steps to “reset” the system
9- More alarms go off. I had to disconnect the system myself. (Apparently I now work for ADT.)
10- I was told that there wasn’t anything they could do to stop the alarm from going off. I would have to disconnect the system AND remove the battery backup. I can’t get to the battery because I am in a wheelchair, and since it wasn’t installed where I asked them to put it, I have to call until I can get in touch with one of my kids who have to drive 45 minutes each way to pull the battery. When I asked what I’m paying them for if I have to repair the system myself, I am told I am paying for monitoring. I find that strange since NO ONE is calling when my alarm goes off. Apparently they’re not monitoring very closely at all since they don’t even realize the alarm is activated!
11- Technician shows up but said he could not determine why the alarm is malfunctioning. He reset system.
12- More alarms go off randomly. I call ADT and am told it will be 9 days before a tech can come
13- I demand they send a tech now since they MUST have someone on call for such things. I am told they will charge me a fee to come out and repair a malfunctioning alarm that IS OWNED BY ADT, if they come today
14- After speaking to two levels of managers, I was promised a call back by another manager. I called at approximately 5:20 pm. It is now after 9:00 pm and no one has returned the call as promised.
15- Each time a problem arises, there is a one to two week waiting period for a tech to come out
16- Since my alarm will not work properly, and ADT apparently no longer has any techs on their payroll, and since ADT isn’t monitoring my system as promised, (as proven by the fact I receive no calls), I now consider this a breach of contract. (As I was forced into a 3-year contract) No wonder they force us to enter into a contract. It’s the only way they can retain customers for any time at all!
I could have been a great customer, but instead I will now be relegated to being a rolling, talking negative ad for ADT! And I now accept my new mission enthusiastically!
After completing a three year contract and fulfilling all my obligations, they still continued to bill me even though I requested to close the account. With them having no record of my call, they are insisting that I own them a monthly fee that continued to acXXXXulate well after the account was closed. Now they have turned our family over to a collection agency and insist that we owe them over $200 with no reaction from ADT.
I called well in advance to schedule service on my alarm since I replaced windows in my home. First of all the window of service was 12-5pm so you lose a day of work. 4:00pm I call and recording says I am scheduled 12-8PM. ( in the mean time I have tried to call several times and the waiting time is 15min or more) So now it is 9PM still no ADT I have been on hold now for 30min they keep disconnecting me and I have had to start all over 3 times now. This type of service is not acceptable at all. Original called to schedule on June 29th for July 6th no show now I have to re-schedule for July 7 again I have to wait 12-5PM I think the service charge should be waived it is not my fault you over schedule, or understaff whatever the problem.
impossible to find an e-mail address for ADT for general feedback – there is no “Contact Us” link ……. is ADT hiding from something? …. about your Ving Rhames commercial – “don’t even try it” is a misuse of the language …… should be “don’t even think about it” because the word “even” is a reference to the lowest level of response …. a stupid commercial at best ….. WOW ADT! …… seems like your customer responses are terrible ….. why don’t you do something about that?
Their customer service is the worst I have ever dealt with!
On July 1, 2015 at 09:09:56 am. ADT contacted me to inform that I had a power outage the night before. I was well aware of that as I was home. It was out from about 11:00pm – 01:30am. Since they contacted me after 09:00am, which is past normal times to be at work. I was not home, in fact I was driving (I know they wouldn’t know that). Since 2009 I have been broken into 5x and ADT has done a great job. The first thought was its the 6th time. I then started to turn around to go home in a worried manner, to find out that they were just calling me to let me know my power went out. I feel since you have 24/7 customer support that for something especially this minor I should have called earlier so that I would not have stressed out and been worried about number six. I think that this is unprofessional service and I don’t appreciate it. If you want my account number to confirm what I am saying, please ask in your email to me.
Thank you
Trying to cancel because we sold our house. Was told we had to buy a movers ticket, but we will be living in a RV for a while until we get another home. Treated really rude on the phone by a manger. All I want is a cancellation and release from our contract because ADT cannot service us in a RV. I am sending a complaint to our State Attorney’s office here in Kentucky and my join the class action law suite if this problem is not resolved.
In April of this year I cancelled an account for Personal Emergency Response Service and have been calling for and on waiting ADT to return a lousy $29.95 in overpayment on a closed account. My next step is to call the Clark Howard program and see if they can produce results for me. CUSTOMER NO SERVICE! C.E.O Gurshaney hides in Bocca Raton,Florida ignorant, perhaps willfully so, of the quality of service his company provides. I plan to cancel home alarm service and find another company, if this is not resolved in short order.
Very upset with ADT service! Multiple times this year batteries in the contactors have died, and alarm has gone off. Twice when we were not home resulting in local police having to come to inspect our house for a break in. Next call will result in a $40 charge. Tech is only allowed to change out affected battery or contactor, rather than changing out ALL of the units that were all installed at the same time around 5 years ago. Another unit went off this morning, and we can’t get serviced for 4 more days and have a 5 hour window that afternoon that I have to wait around for. Tried to speak with someone in the service dept to see if I could get someone out today (called at 9:00 AM), put on hold for 20 minutes, and when I called back, told that that was the earliest appt. available and someone would call me to see if they could find a tech to stop by. Still waiting two hours later for some type of call. After 25 years of service, will be calling competitors today to see if they can offer better service. Very dissatisfied .
This service is unbelievable!!! I got my alarm system September ’14. Everything was fine until I was to relocate last month. I called the company and was told that I would need to speak to Protect Your Home to address relocating services also because they have my contract for the first 13 months of the contract. On May 18th, I called both companies back and informed them that I would not be moving and I would like to keep my current services at the present address. Well, last Thursday, the system started making this beeping sound. I called ADT and was told that my account had been closed… I am not sure why you would close an account down that is under a contract. Anyways, I was told to call Protect Your Home and address the issue. I did. After being on the phone a total of 2 hours with the extended hold times, I got nowhere. I even sent an email that night and requested a call back. I called again Friday(6/12/15) and was told that someone would be calling me in 24 hours due to my issue has been escalated. Well, it is 6/15/15 and I still have not received a call nor do I have any service at my home. I am really having second thoughts about this company. I went to Facebook yesterday and went to the ADT’s page. I posted my complaint. Someone named Sam replied to my comment on another person’s post and asked for me to send an email, which had already done. They requested I send another one, which I did. By the way, my post was removed from the site and they blocked me from commenting. I just received a call and still no definite answer to just turning the services back on. I am a single mother and I have been terrified that someone is going to break into my home. I can’t get a good night’s rest because I am constantly waking up checking windows and doors. I just want the service back on so I may have a little more peace of mind…
ADT is the worst!
My parents have been with ADT since 1990 and the way they do business is amazing to me. I have now kicked ADT out and replaced with another and so far my Mother is very happy. (I replaced her ADT with the same I have been using for 3 years and VERY HAPPY). BUT, in the standard ADT way they keep billing, and I did give them the required 30 day notice. Customer service is nonexistent, Email contact via their website says 48 hours to get a response, one inquiry has been well over 2 weeks and one a week, no response, nothing!! Try to call, ha ha… So sorry so sorry, blah blah and then next week you get another bill, nobody did anything. Good luck with ADT, mine has ee3n bad
ADT repair services leave a lot to be desired. When calling ADT regarding a “no-show” repairman, I was left on hold 20 minutes while customer services was supposed to be attempting to reach the serviceman who was scheduled to come to our home between 8:00 am and 12 noon but did not show or call. After 20 minutes of loud music and advertisement in my ear, I hung up and e-mailed a complaint to ADT regarding the “No show” repairman. ADT has no problems with automatic funds withdrawals from my account monthly, but seem to have problems serving me as a customer whenever needed. I am surprised there has not been “class-action” or legal action steps taken against ADT through the State of Michigan, Consumers Affairs or Attorney General’s office defending consumers from ADT’s poor services.
Wish to God I had read these comments before I chose this company for our business. System has only been in since May 8, 2015 and worked a total of 3 days. Since then it has been one big hassle getting a technician out to fix system and to date, May 22, the tech has not shown up as scheduled on two occasions. I have been lied to over and over. One person introduced herself as a supervisor, Allison, made a lot of commitments and promises that never came true and when I called back, I was told that Allison did not exist. So when ADT comes calling, just slam the door and move on to another company.
adt install the wrong system and it has not worked. they also overcharge me for items I did not ask for. The customer svc reps I have spoken with are rude and could care less about your problems.
I would not recommend this company to anyone. I want this system replaced with the one I paid for or a refund!!!!!!!!!!
Amen! I will never deal with these crooks again!
I was with ADT for a couple of years. There were issues upon my install, but as I know we live in a disconnected corporate world, we dealt with it. It was over a year ago I sold my house and started construction on a new house. No big deal. We would just move our ADT service to the new house. But no! It was a cancellation and a new install. It has now been over a year of endless BS and 100’s of phone calls between this dept and that dept. Each time having to explain “THE STORY” over and over. Long story short… we canceled our service and paid the install fee for the new house. But ADT kept charging our card monthly for service we did not have along with a charge for a cancellation fee. As well as a charge for new install. This went on for a year before I finally had to block them on the credit card end. Needless to say, we decided not to use them at our new house and today, after two months of trying to get them to give us our install fee back, (because there was no install) we finally have this settled and done. BUT that is old news. My actually complaint is what happened with my wife today with a sales service representative. She was calling to check on the refund. The sales guy that she talked to thought it was his job to “SCHOOL” and “SCOLD” her on what a ass he thought she was and how dare her not to let him give her his sales pitch, because in his words “they will fire Me”. Then preceded to tell her what if I called you with this…. When I took the phone he hung up. I know that this is a corporation with so many departments that one department doesn’t have a clue what the other department is doing, but I guarantee you with the 12 months of hell that we have gone through, that it is defiantly not SERVICE. At very least, Naren K. Gursahaney, Kathryn A. Mikells or Mark N. Edoff needs to call or write a letter to my wife and apologize for the way she was treated by such a hat of a sales person.
Salesman lied, can you imagine that. System has been down for 4 days. Called 3 days ago, stated will call right back, never happened. I called back, asked for service technician within 24 hours….what a joke. in a week they have an opening. Of course salesman stated no later than 24 hour turn around time. Of course that is the the small print someplace on the contract that its first come first served, not a 24 hour time frame. I really detest sales people.
I am going thru basically the same things all these people have, I got services with ADT back in January 29 our sales man told us that it will not be a contract , he lied, he got my credit card information and told us it will not be charged they charged it, it was not a free installation, I had to pay 63 for the guy that came out, I called them back in February 3 to cancel there services due to all there lies, the manager I spoke with did not write anything in the notes about the cancellation, I did not receive anything from ADT, the manager said he would call me back and never did, since I was not receiving any bills I thought he cancelled the services like he stated and he did not cancel it so the billing has been running all this time, I called them and the manager did not write anything in the notes, the alarm system goes off the police don’t call neither does ADT, I do not want there services at all, they suck there Manager’s are super rude, they want to charge me 1,400 for something that should have been cancelled Back in February. They ran my credit card again in March for 115.00 I had to dispute that, I called them and told them why aren’t my service s cancelled and they still were running the bill thru stated they will take care of that and they didn’t. I want ADT to come pick up there equipment and they can pay the termination Fee for the irresponsibility of there Manager’s and Customer Service. They also called me a Liar, I mean why would I waste my time calling and complaining to you people telling some thing that should have been in notes. I would not recommended this company to no one. I will be calling Headquarters and all the news station and give them all Customers complaints, because I am not the only person getting lied to. So either do something about it, or I will get the news on you people. Pathetic company. I’m not a person to waste my time doing this but I do not like being lied to.
ADT truly failed us having been a multiple account customer for years. TODAY we learn that our PULSE “upgrade” (which resulted in increased monthly fees) no longer works because of our local “signal level” in our neighborhood. SO our system has NOT been able to dispatch fire and police and ADT has refused to refund our monitoring fees during this period of inoperability. FURTHER ADT offered no reasonable solution (one was to remove our existing panel near the front door to a location near an internet connection).
We are terminating BOHT systems with ADT as soon as we have a new security firm in place. ADT truly didn’t get it right this time and navigating through the myriad of customer service numbers, options, etc. is simply infuriating. We have spent over 5 hours in the past 2 days dealing with so many incompetent “customer service and technical service” persons.
We are done.
In May of 2014 we purchased an alarm system and monitoring through an ADT authorized dealer and paid for 36 months of monitoring up front in our contract. We received a letter 2 weeks ago stating that ADT would not be providing our monitoring services due to not doing business with that authorized dealer anymore. After a lot of research we have found out that the authorized dealer went out of business and ADT is saying there is nothing they can do about the $1,300 we paid to the dealer for our monitoring services. I have also read that the authorized dealers while not owned by ADT do sell the contracts back to ADT and therefore i believe that ADT does have our money and should continue our monitoring services for the next 2 years as we had paid for. ADT has also been extremely unhelpful in trying to figure out what happened to the authorized dealer and continues to give me bad contact information. I have spent over 2 hours and numerous emails with customer service and all I received was an apology for the inconvenience. Which does not salvage my $1,300 that they are just telling me has disappeared. At this point I will do whatever I can to either get my money back or have ADT continue the service we were supposed to receive. I have already filed complaints on the authorized dealer with the BBB and attorney general and I have disputed the charge with my credit card company. I truly think ADT holds a great deal of responsibility in this situation and needs to do something to fix it
So your sensor fell off less than 2 months of having your system. I called customer service and after being told a 5 minute wait time I had to wait more than 15 minutes to speak with a live person. They refused to send a technician out tonight and if they did they were going to charge me. I have things scheduled for tomorrow and couldn’t meet the long window times to have a technician come out. I finally spoke with Felicity in customer loyalty when I called to cancel my system. She offered to wave last months bill and have a technician come out first thing on Saturday when I will be here. Your customer service is a JOKE! I will give your company 1 more chance but am unhappy with your inferior product and service thus far. There is no reason a sensor should fall off, especially being less than 2 months old. If issues continue to happen I will cancel and fight to get my money back. How can expect your company to protect my family if I can’t get the help of fixing a broken sensor that was you fault.
I’m taking the time this evening to express my frustration and disappointment with the lack of customer service from ADT. When we agreed to purchase an alarm system from ADT, there were a list of offers said to be included if I signed up with your company. Unfortunately, none of these offers have been honored.
1. We were said to receive free installation: FALSE – my credit card was charged $99.00 for the installation fee.
2. We were offered a $100 Visa Rewards Card: FALSE – we have yet to receive any type of gift from ADT.
3. We were told we’d receive the first 3 months free: ALSO FALSE – my credit card was charged for the first month of service.
I called ADT/SafeStreet over a one month ago to express this and was told it would be looked into and that someone would call me within 48hours. FALSE – I’ve yet to receive a callback. A couple weeks later, a random ADT representative showed up to my home to ask how the ‘new service’ was going…I shared with him the exact same thing I’m sharing with you. He said he’d make some notes and follow up within 48 hours…AGAIN FALSE!!!
**The technicians who came to install the equipment were very friendly…had no problems there but that’s where the customer service stopped.
At this point, I AM REQUESTING TO CANCEL THE SERVICE. I will contact ADT’s Corporate Office tomorrow by phone to complain and again, request to cancel the service. How can I even be considered a customer at this point.
I had ADT system put in my home bcs I am retired army and disabled . I was told that I could pay with two installments of $ 429.00 . Instead of two installments they took $ 853 .00 at one time . I couldn’t afford the lump sum bcs I am on a fixed income . I was stranded four hours away with no money bcs of this . They said they credited my account back $ 429.00 and waived the second pmt of $429.00 . This was great but still caused such embarrassment when I was stranded and had to ask for help . I have never had a card refused or a bad check in my life and this has embarrassed me to no end . I wrote a check for $ 429.00 and they took $ 853.00 , this is theft !!! How can you withdraw $853.00 on a check that was $429.00 ? I am widowed and a disabled retired soldier with limited funds and can’t afford such mistakes . They said that they were sorry for any inconvenience but it still didn’t help me get back home or save the embarrassment and humiliation I have endured . This is totally unacceptable !
Thomas Merck
Wow!
I called and requested that ADT replace the old Brinks signs and decals and was told that I had to pay ($20 ea) for any signs above two as they only allow two per year. I only want six. I told the customer service person I had been a customer for over 15 years and pay somewhere around $30 per month. (That is about $5000 I have paid and 30 signs they owe me right?)
Asked for supervisor and told the same story.
Ask for Presidents name and address and they did not know his name, and gave me a Colorado address for home office. (Is it not in Boca Raton, Fl?)
As a college professor who teaches marketing and management I tried to explain the life-time value of a customer, but hit a stone wall. So I am advertising Brinks who is no longer in business and ADT is getting no exposure from my signs and decals. Go figure.
I am considering turning this into a case study for my University classes as it is classic lack of empowerment, poor scripting, and weak customer relations!!
I had an experience with ADT that didn’t satisfy me so I contacted Corporate and Mr. Paul Roberts was prompt to return the call & with his assistance my ADT experience is now satisfying. The service tech, Will, is a long time employee of ADT and is great. It’s too bad that so many others have not been able to get satisfaction as well. ADT has been on Undercover Boss but the experiences that the executives see are not always what the normal customer has to contend with. ADT may have over 6 million customers and there will be complaints no matter what size the company is but they could have over 8 million if they can correct some issues and can establish some better uniformity in their procedures. There is a considerable amount of difference in what the salesman expresses to what the install tech seems to understand and what the customer service rep tries to explain. I’m sure there is some type of review process for complaints but the Corporate heads need to get more involved with their SOP’s and more people need not to give up without more effort. As a previous business owner and dealing with the public in several other factors there is no way that every customer will be happy no matter what is done. I have had the same experiences with DirecTV, Dish & others but have never received the same type of resolve as I have from ADT…. Thank you Will & Mr. Roberts
Thank you for the information you provided. I am in the middle of a dispute between an authorized dealer of ADT and ADT themselves, from a definite lack of communication between the two and an error on ADT’s part.
Likewise. I called ADT and was under the impression that I was speaking with a representative of ADT. To make a long story short, ADT’s representative attempted to strong arm me on the date of installation by increasing the agreed upon price and attempting to charge me for equipment that was previously agreed upon during the initial setup established weeks before the installation date. With that kind of unethical services I refused to conduct business with the company.
all they will say is sorry unfortunately we cannot do anything about it.
It is hard to imagine that such a poorly run company can continue to be in operations. Nothing but problems and the phone team is poorly trained, used canned scripts that need to be updated. Generally horrible.
The executives should call their own operations centers and spend 20 to 30 minutes like their customers do waiting to speak with an incompetent service staff member.
This company needs to do a serous “undercover boss” and dig down to the base of the many problems.
To the management at ADP – if you do nothing, you can guarantee that nothing will happen.
I called today and spoke initially to a representative named India (82448). I explained my situation to her and was given very short and aggressive answers. I did not feel as though Ms. India was concerned at all about the details of my plea and she made me feel as though my business wasn’t valued at all. I asked Ms. India if there was someone else I could possibly speak to about my situation and she replied, ‘No. All calls get directed to me’. I then asked her if I could have the address to ADT’s Corporate Office so I could possibly write someone and she replied, ‘it will just get directed back to me, so sure… You can write me, at 10550 Deerwood Park Blvd, Building 400, Jacksonville, FL 32256’. I thanked Ms. India for her time even though I was very disappointed with her customer service.
I decided to google ADT’s Corporate Office and I noticed a different address and telephone number. Being that I was told by Ms. India that nothing else could be done for me, I felt quite hopeless. Nevertheless, I decided to give it one last attempt by calling the number I googled. I had the absolute pleasure of speaking to Ms. Faith Ordillas. She was extremely attentive to my case and my needs. She spoke to me as if she valued my business and she actually wanted to help me. Ms. Ordillas informed me of what she could do in my particular case and she even followed up with sending me an email to confirm her promises. She made me feel at ease about my stressful situation and I truly appreciate that! I am enthusiastically satisfied with Ms. Faith Ordillas’ customer service and I simply had to acknowledge her hard work, integrity and commitment to unsurpassed, customer service. Because of Ms. Ordillas’ assistance, I can now speak very highly of ADT and I will certainly consider ADT for any of my future security needs. ADT is very fortunate to have Ms. Faith Ordillas as an employee!
my complaint is we ordered cameras to be installed. The salesman for ADT came over and talked for hours. The next day two men came to install the cameras. It turned into an all day job. Then at six o clock when they tried to set it up to our internet they found out that our internet was DISH and that it was too slow to handle our computers AND cameras. The workers told us to change our internet service. Well to do that there is penalties for breaking a contract. It would have been close to a thousand dollars ii penalties. So we called ADT to get our refund. I was on the phone for over an hour getting jerked and put on hold to find out it could take 10 days then 15 more for my refund to be put back in my checking account. So I feel the salesman and the workers both dropped the ball because my Dish was right on the roof for all to see.
ADT is the worst company to work for. They mistreat all their employees, and take money away from their emoloyees if a customer cancels within 6 months and the reps do everything right. ADT always pushes the employees to work 7a to 9p monday through saturday. No family time, and taking time off is a joke. You wonder why ADT has so many customer serivce issues, is because they cant even take care of their employees. So you think they care about their customers? Nope! your just a number for fatter pockets. The reps get trained locally to not expain the 3 year agreement and monitoring increases. ADT is nothing but scam artisits…
wow thank you for this comment. I am sorry about your situation. When my contract was cancelled because .93 cents wasn’t paid I had a sneaky suspicion someone wasn’t going to receive their commission. I know now that it must be true.
Worst Customer Service I’VE EVER EXPERIENCED! !!!!! I’VE BEEN DEALING WITH THE SAME ISSUE SINCE 11/2014 AND IT’S NOW 2/2015. I have called adt’s customer service line every Monday since Jan 19, 2015 only to receive the run around and terrible customer service from both the managers and Customer Service Reps. I talk to a total of 8 people today two of them being manager and my problem still isn’t resolved. I left a message on one of the manager’s immediate supervisor’s voicemail concerning the poor customer service I received from this particular manager and I have yet to receive a call back. Nonetheless I am totally dissatisfied with adt and their customer service, I will be canceling my service.
This complaint is directed to Mr. Naren K. Gursahaney who is the CEO of ADT SECURITY SYSTEMS. I don’t know if he will get to see this note or not. However, after reading a number of complaints about the service and/or the lack of service or the system itself, I don’t know how ADT can claim to be the best and top rated security system here in America. I switch over to ADT back in August of 2014, feeling I needed to upgrade our system into the digital and wireless age. My wife and I had an analog system for a number of years. But, things change; so we decided to do the upgrade. If I had seen all of the complaints listed on the website for the ADT Corporate Office, I would have not gone with ADT. The problem I have been having is that part of the system goes off line and/or sets off the alarm. As an example, on Saturday, January 31st of this year, my wife and I where away from the house and had set the alarm before leaving the house. After being gone for a few hours, our cell phones rang and it was ADT calling and saying the alarm had gone off. Upon returning the house, we found everything in tack and I noticed some foot prints where the police had been checking the area out and found it to be secure. On Thursday, February 5th, we had an ADT service person out, and he changed the sensor on the overhead roll up garage door. Today Friday, February 6th, while having lunch a few doors from our house, we get another call from ADT saying the overhead roll up garage door had malfunction. Upon calling the ADT customer service number, the person on the other end of the line said they could not schedule a service tech out until next Wednesday, February 11th. I have had the ADT service since August of 2014, I have had nothing but trouble with the one roll up garage door, and entry door on the back side of the garage and exit door, (back door) to the house. At this time, I ask, if ADT is the best home security system, and going with the digital system, why am I having all of these problems?
Please reply as soon as possible. If I continue to have these types of problems, although I am under a two year contract, I will have the system shut off and check out other systems. I may have to continue to pay for the two year contract, but at least I will not a have a system that, at this time, I do not trust. And, that is what people need when buying a security system. What people want is a system that they can trust and depend on, as they leave their house and set the alarm. Again, for me, that trust is beginning to fade away.
W
ADT 1/23/2015 replaced my unit because it needed an upgrade. They sent out a service person with no ADT credentials or uniform. He obviously has been drinking this morning or the night before. He can’t even get in and out of my front door. He brought no tools or equipment. I am worried for my life! I even went and got my hand gun. This is a damn joke that you would jeopardize my family and allow someone like this into my home. I expect and answer ASAP. If I get out of this alive. What ever you do don’t call him till he finishes the project.
Worst customer service I’ve ever seen! Moved houses/cities, updated all info and ADT came to the new house to set-up/activate everything. A year later, we find out they have turned us into collections because they have the wrong account info AS WELL AS the wrong address and phone number (by the way they have the correct cellphone number but it’s “policy” to not call a cell phone number. Now they won’t even talk to us to try to help until we pay the back charges. Sorry that the ineptitude at ADT has resulted in address and contact info NOT being changed when we were told that it was…then NOT calling the cell phone number on record! It’s astonishing that in this day and age companies can get away with this.
WORST COMPANY EVER! I’ve spent two days and multiple hours with their non existent customer service. My system hasn’t worked since 12/25 and they haven’t bothered to tell me about it. First appointment with a technician is 1/28!!! They wont let me out of their crummy contract even though they are not providing the service they guaranteed!!! MY SYSTEM DOES NOT WORK!!!! I will be leaving ADT as fast as I can and will never look back they are a JOKE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
ADT Executives
This company is a joke. Just take a look at all the negative comments on your site. I have a similar story like the ones on your site. On hold, transferred, on hold and then talked to rudley. My alarm sounds like an alarm clock that no one could even hear. This issue was still has never been resolved. No accountability from your people in your call centers. If there tired of talking to you they will transfer you and never held accountable. I will be canceling my service after ten years and I employ anyone else that has ADT do the same.
ADT service sucks! Long story, customer service is terrible. If you have a problem, good luck! I plan to change security companies after many years as a loyal customer and will never recommend ADT to anyone.
Im very upset with ADT, Ive been a loyal customer for over 5 years, I recently relocated and was promised that i would receive the same equipment and features that i had before.On the day of my apt which i took off of work noone even showed up and i called atleast 5 times and they kept telling me he was on his way, I had to reschedule n wait another two weeks, and when he finally came i had less equipment installed and less features. After being on hold for over an hr with customer service and being transfered number of timesi still had nothing done for me. I think a letter to the business bureau might get corporates attention!!
Def will not reccomend to any family or friends!
How come nobody posts ADT’s cancellation fax number (a working one) and mailing address? I could sure use it. Thanks.
How come adt doesn’t announce the names of the adt people that scammed me. They are out there still scamming seniors into fake contracts. Where they sign up for one price then change it. They got me. I’m still fighting it. ADT taking up for them scammers.
vivian, because no one scammed you. your imagining it.
becaus vivian noel of elyria, ohio is a mental case. and needs to be on medication…
I am not one to complain but feel the corporate office should hear about how their representatives treat loyal customers. They are nice when you sign up for services but fail to understand the importance of retaining confidence and respectability to those that terminate because of home relocations. Yes, I do not need to transfer their services immediately but may have done so in the near future. But, after speaking with Marissa in the termination department in their corporate headquarters, finding another company may be an option.
She was rude and not professional.
NOTICE ALL THE BACKGROUND NOISE THEY CAUSE SO THE CORPORATE OFFICE CANT HEAR YOU? a BIG JOKE.
HEY FLA. CORP. OFFICE KEEP YOU EYES ON THE TV SO YOU CAN SEE WHAT I TRIED TO TELL YOU AND ALL THE HAND MADE BACKGROUND NOISES YOU MADE SEE I KNOW YOUR TRICKS AND SO IS EVERYONE ELSE. LIKE FACEBOOK, AND PAPERS, AND NEWS MEDIA LETTING A ELDERLY LADY WITH NO LEGS NOT HAVE SERVICE SHE WAS PAYING FOR …… SAID I NEVER CALLED HECK NO BECAUSE IM NOT CONNECTED.
DOES THAT TAKE A BRAIN?
AN ADDITION TO BELOW
I WAS TOLD I HAVE NOT HAD CORRECT SERVICE SENSE 2010 WHEN YOU BOUGHT BRINKS NOW WHERES MY MONEY AND OUTSIDE SECURITY I BEEN TRYING TO GET FOR 2 YEARS AND YOU KNEW THEN IT COULD NOT BE DONE I WAS NOT CONNECTED.
I WOULD BE BETTER OFF WITH A DOG.
to make a long story short i been paying ADT for service”s when they merged or bought brinks what ever they did and afterward all this time i found out even tho i check my test and it beeped i had no service at the main office. yep you heard it that’s why when i called them out to get a complete outside service protection for a very dangerous neighborhood and its i was told in the south now oh its to cold to figure this out, I found out they would not even send me a itemized copy of cost now I know why, over a year later they could take bank drafts but could and was not protecting my home but taking my bank drafts.
NIOW HEADS UP PEOPLE JUST Was TOLD THEY HAVE NOT EVER RECEIVED A CALL FROM ME.
JUST BECAUSE YOUR PAYING FOR THE SO CALL PROTECTION AND CHECKING YOUR SYSTEM AND ALL WAS FINE AS WAS TOLD I WAS AND STILL NOT CONNECTED, ZS OF 12-1-14 . I GUESS THE GUY THAT CAME OUT SAID IT WAS TO COLD COULD SEE IT WAS NOT CONNECTED WITH THEM. CANT GET UPDATED WHEN YOUR NOT A SO CALLED CUSTOMER JUST GETTING THERE MONEY AND A FALSE PROTECTION OF FIRE AND HOME SEVERANCE!
OH THIS IS GOING TO GO FATHER THAN THIS E-MAIL OH THEY WERE OUT LAST MONTH AND NOT A WORD WAS SAID TO ME ( ALL IS FINE) DUE TO IT GOING OFF AND THERE SUPPOSE TO BE OUT TODAY WELL THEY GOT TO DO SOME PROVING OR WATCH FOR THIS TO BE ON TELEVISION.
I AM NOT ONE TO JOKE AROUND WITH THESE COMPANIES.
I SUED MORE THAN ONE.COMPANY FOR NOT STANDING BEHIND THERE CONTRACTS.
i ASK FOR SECURITY AND INCLUDING FIRE, MY FUNDS WERE TAKEN OUT OF MY CHECKING ACCOUNT FOR A VERY LONG TIME….AND I HAD NOTHING I COULD HAVE BURNED UP IN MY BED. I HAVE NO LEGS AND ELDERLY AND CUSTOMER SERVICE REPAIR WAS OUT LAST MONTH AND THEY WOULD NOT EVEN TALK TO ME ABOUT OUTSIDE SECURITY NOW I KNOW WHY I AM GOING TO SPREAD IT AROUND PEOPLE NEED TO KNOW THIS.
. THIS IS WHY I HAD THIS ALL INSTALLED SEVERAL YEARS BACK WHEN BRINKS OWNED IT IT WORKED THEN. NOW WE WILL SEE HOW THEY COME OUT TODAY AND WE WILL MAKE SURE IT WORKS AND WE WILL SEE ABOUT A complete outside security system.
Originally when I signed up for ADT I informed them that the sole purpose of having a security system was to monitor an elderly man (friend) who is not related to us and had recently lost his wife. He had NO-ONE alive related nor had any money and consequently my wife and I took him in. Inaddition, we had no idea as to how long we would need the use of the system. Unfortunately, after a few years we could no longer care for him and we managed to have him placed in a home close by. I then called ADT and informed that we would not need the monitoring service and would like it shut down with the time frame dictated by our contract, and so they complied. Week later, the system began to beep looking for the phone system, and therefore we called ADT and inquired. They told me that the only way we can stop the beep is to disconnect the entire system. My response was that as they noticed on their system we never had used the security system activated, but got use to the door and window warning beep. That’s because we needed the security alert for the elderly man’s neck only. They replied that they could not in any way stop the beep sound because it was programmed in the system. I called the manufacturer and was told ADT had a master code programmed when they installed the system and could do so. My question is if when I purchased the system I was told that I and purchasing the equipment, and leasing the service, why can I have the master code in order to control my property. I don’t care how customers take advantage of your services, but I have not. I deal with the legal system and have an undisputed reputation in the court system and am very careful not to blemish my name and have dealt with you local office honorably please advise. Thank You
I got scammed by two men who work for ADT in Elyria Ohio. Matthew Spears and John Ashley. Signed me up for $19.99. Then Matthew Spears had John Ashley steal the contract out of my house when he came yo do the installation. Next time I saw my contract it was changed to $35.99. There is more to it. Some way some how I need to get this out there so they will stop doing this. Please help me.
vivian from elyria, ohio, your crazy… take your meds.. even god says your nutz
Vivian, take your meds…
To the Executives of ADT,
I requested ADT service and after first day decided to read carefully the contract. I noticed that I was charged for 9 sensors already in the house because I had security before. The installer just installed the Panel, Fire Alarm, 1 Sensor, 1 box to contact the old sensors and there was no cameras left. He was going to get them later but we paid for everything at front. We cancel the service when realizing that ADT was charging us $129.00 for each sensor already in the resident and we are waiting for our reimbursement as the ADT contract stipulates. We returned everything when one of your representatives and we still fighting for our reimbursement of $805.16. Can anybody help or give me a call at 702-375-****. It will be appreciated. Doug Amerud – Henderson NV
On hold. disconnect. On hold. new tech. on hold. 45 minutes later i finally get an appt. to see whats wrong with this system. yes, I was angry by then, but the person on the other end was so rude. Spoke as if I were a child. nd your recourse is like, nil. can’t wait to finish this contract and buy a dog.
i would like everyone to know that like back in 1960’s there was the monopoly of ADT they think still is. if your facility security system does not working properly technician will come after 2 weeks of the first complaint day if he / she feels to work otherwise someone will call at the last minute that the technician can not come today and reschedule for after 2 weeks.
seems like that ADT is getting cheaper and can not afford hire more technician.
When I call to complain and ask for the manager or supervisor i got the answer that i do not have one.
I’d just like to say that white, ignorant, Robert at ADT is an ASSHOLE, he also works in the Quality Control department and needs to learn how to talk to people before someone swells his big mouth for him and black both of his eyes. Maybe he has such an attitude problem because he doesn’t want anyone to know he’s gay and likes XXXX instead of women. Anyone who works for this company NEVER get treated fairly unless you’re sucking XXXX like Robert they don’t recognize you when you’re doing your job so unlike Robert when you’re not chasing the next XXXX to put in his mouth ADT doesn’t acknowledge the real decent employees. Robert Lies to customers and other employees that he’s an Executive when he’s just a XXXX sucking Manager for the Quality Control Department. He’s such a LOSER!!!!
Mr. Gursahaney
I write to you today as a hurt adt (soon most likely to be ex) employee. If you would take the time to read this email you will understand why i am hurt by the actions of the company.
ADT purports to be about families, specificly those we take care with our product lines. I wonder if the same can be said of taking care of our employees?
On september 13th 2013 i received an emergency dispatch for a service call in texarkana arkansas. At the time i was just leaving west helena arkansas and to get to this emergency call would literally have to drive all the way across the state. While it was not my favorite idea i did my job.
Avout 30 miles outside west helena i encountered an 18 wheeler hauling a load of gravel , our speed was (mine and the 18 wheeler) about 60 miles an hour. This stretch of road was 2 lane black top, one lane each direction. The 18 wheeler made a move into the oncoming lane, did not signal his intentions and made a right hand turn, directly into my path. I was forced to make an instant decision , i could either hit a trailer full of rocks at 60 mph head on or i could “fishtail” my e150 full size work van at 60 miles an hour to avoid impact. I choose the latter. I reported the vehicle incident immediatly to my supervisor and proceeded on to the call in texarkana , finally arriving at 7:15 PM. I left hte call 30 minutes later having replaced and tested a remote for a blind customer so she could arm and disarm her alarm again. I called my STM as i was about to leave to let him know the call had been completed and discussed with him that my back was sore. At the time he and i both beleived that it was sore due to the long day of travel (almost 12 hours at that time.). By the following business day (monday since the incedent occured on a friday) i was in extreme pain. I notified my stm that i need to be sent to the doctor and was told, “we can’t its been to long since it happened” again this occured on a friday, the office staff is not in on saturdays so the next business day would be monday.
I went on about my work for over 3 weeks until the pain became so severe i couldn’t take it anymore. At this time i called t arkansas workers compensation and was advised that i had up to 2 years to file a claim. I had them mail me a form AR-C to beign the process and went immediatly to the office to advice our admin mananger and my STM of what was happening. TO my suprise the admin manager had no idea that anything had occured. At this point an intial attempt( not successful) was made to get me into our workers comp doctor this was october 10th 2013, unfortunatly because of some change in the drug screen paper work process the doctor could not treat me. The paper was finally given to me and i was able to seek intial treatment on october 22 2013, 39 days after the injury occured. One might think this story is coming to a close but its not . During this time our local SSO (little rock ar) was working with just 5 trained techs in the field service department. We worked late, we worked saturdays, we worked until we literal couldn’t anymore, to take care of our customers. In as much pain as i was in, i still did my job.
The doctor treated me for 1 week and released me under orders to return if the injury flaired back up. During the time i was receiving that week of treatment i still worked. By decmeber 28th 2013 the pain had returned and increased in intensity to the point that i was physically unable to walk. MY wife rushed me to the ER where i was given pain medicine and muscle relaxers and order to return to the workers comp doctor. At this same time i texted my STM to advise him and received no response.
I attempted to return to our local comp doctor the following week but was denied treatment because the file had been closed. I was told someone from adt would need to authorize treatment. The authoization was recieved on january 7th 2014 to which i have the emails to support that. My STM knew of the authorization but did not tell me until i asked him about it( admin had already told me of it and said to get with my STM to arrange treatment) on january 9th 2014 at this time my STM confirmed that it had been approved and stated we would schedule a time for me to return for treatment. two weeks later this had still not been done. I was sent 2-3 hours from home everyday for work which effectivly prevented me from being able to seek treatment. I was finally able to get treatment january 22/23 2014. I was able to on this day because i was working in little rock all day and finsihed my last service ticket at 3pm. I called the local office and advised them that i was done with my work and was immediatly seeking treatment for my injury.
i went to the doctor who performed some manual tests and called for an MRI of my spine. The first MRI was done on feburary 14 2014. After this i was sent to a neurosurgeon on march 18th 2014. The surgeon recommended traction therapy for 4 weeks. We pursured the therapy for the allotted time and after seeing no improvement was scehduled for a second MRI. The Second MRI should thats the discs in my spince from L2/L3 through L4/L5 had been bilaterally herniated and my spine had been compressed during the vehicle incident in sept. 2013. After the symptoms worsened still more( numbness in my legs while driving) the doctor removed me from all work on april 15th 2014.
On May 29th, i underwent spine surgery. The procedure was called a lumbar lamonectomy Discotomy with decompression. In general terms i had 6 peices of bone removed from my spine, the edge of all three discs shaved off on BOTH sides and my spine stretched.
Within 3 weeks i was back in the ER due to major muscle spasms, an emergency MRI showed inflammation at L4/L5 in both the disc and the vertebrae. Fearing staph infection the doctor then put me through 5 10 day rounds of antibiotics for the possible staph infection.
On September 23rd 2014 i again had an MRI that showed the same inflammation in the same place and the doctor set me up for epidural steriod injection to try and calm the inflammation down. At this same time he allowed me to resume PT which i did immediately. ON october 13th i had the epidural steriod shots and continued my PT.
The following though, is the heart of the story.
On october 24th 2014 i again saw the surgeon , who set another appointment for november 12 th 2014. At this time he was prepared to keep me off work of any kind until the next follow up. I begged him to at least let me go to a desk job, to which he agreed. This was a friday afternoon. I reported to work the next monday morning exactly on time and did exactly what was asked of me. For the first 2 days i did all of my LMS safety training i had missed over the previous 6 months. After that i was asked to create an excel spreedsheet for the LMS saftey training for the office , since we had jody works coming on november 12th. I created a spreedsheet that covered every department and employee, i tracked down employees to recover their safety traing certificates and load the dates into the spreadsheet i had created. I then took it a step further and created the sheet for 2015 so would be ahead of the game.
On november 11th i returned to the surgeon, and at this time he determined that i had reached MMI, or maximum improvement. He further determined that i was not able to return to field work thus making my restriction( on file at local office) permenent. One of these restrictions is a prohibition on driving more than from my house to the office or to PT(doctors note from 10-24-2014 also on file at local office)
I promised you the heart of this and now i will deliever.
I applied for the open STM job ( since my old STM had moved to install and his replacement had been let go), but sadly the AGM choose to go a different route. That however is not the real heart, i just wanted to work even if it was as only a peice of what i used to be.
On november 12th 2014 i was advised that there was no light duty capacity at our office and that i would either have to take an EBR position or be placed on a 30 day leave of abscence. After discussing the EBR with our local Resi sales manager we determined that because of the driving factor i would not even be able to do that. So for thursday november 13th and friday november 14th i have to use my last floating holidays and as of monday november 17th i will be placed on a 30 day leave of abscence and at the end of that if i have not recovered enough physically ( again its now been 14 months since injury and i was off work totally for 6.5 months) to do a EBR job or return to my old job as a service tech i will be “seperated” from the company and lsited as eleiglible for rehire.
So here’s the heart,
i have been an ADT employee for 6 years
I have done what was asked of me year in and year out
When we were short techs i worked more, just like my fellow tech brothers did,
When i was injured it was ignored until i took the issue into my own hands
When it “flaired” back up it was again ignored until i took the issue into my own hands( again i have emails to support this incident)
And now that i have fought back from an injury that per the neurosurgeon had a 20% chance of paralyzing me on the OR table , to at least be able to use my bachelors degree and what i have already completed in my MBA ( i graduate next june) , i am to be effectivly “thrown away”
ADT is supposed to be about family, the families we protect, but after all of this, i have to ask, do we protect our own?
I understand the chances of you reading this email are astronomically small, but if i don’t say something i can only blame myself. To say i am hurt is an understatement, i am heartbroken , i am dismayed that this has happened. Telling my co-workers goodbye this afternoon left me in tears. I have bleed , sweated, worried, i have encouraged, uplifted and supported this company and its employees, and now it seems my time is done, simply because there is no place in our local office for an employee with 13 years industry experience , 6 years with adt , NICET lvl 2 in fire systems, Bachelor of Science in Management and as of next june a Masters in Business Administration.
And all because, i did my job.
Sincerly
Michael Shawn Miller
Service Tech IV
Little rock Ar
501-580-****
Hello,
So please explain this to me, I’ve been talking to American Home Alarms about options on my account as we sold the house and continuing to pay my monthly monitoring fee and you’re already threatening me with collections? Additionally, please check my account records, no equipment was installed in my house with the exception of replacing two window sensors. The panels, sensors, system were already installed so we did not take any equipment from ADT.
I’m highly disappointed with your business policies. I’ve been an ADT member before in good standing, I had planned on continuing my relationship with ADT in the future once my current home renovation is completed. However, with the way your company is doing business, I think I’ll pay my early termination fee and never do business with you again.
Good day,
Shane Atkins
Balance for Early Termination/Breach of Contract
Dear Shane Atkins
Your ADT monitoring account is scheduled for cancellation. At the time of installation, you accepted the promotional offer. The items included as part of that promotion has actual cash value and American Home Alarms offered the promotion in good faith as an incentive of a signing a contractual agreement. When your ADT monitoring account cancels, your binding contract with American Home Alarms will be breached.
American Home Alarms will agree to settle the breach without further recourse after we have received your settlement in the amount of $1,473.76 should your account cancel due to non payment. This offer is valid for 10 days from the above date.
American Home Alarms Contact Information
Thank you for choosing American Home Alarms, where we are helping by enhancing safety and convenience, and increasing energy efficiency.
We appreciate your assistance in resolving this important matter. If you have any additional questions about this issue or about anything else regarding your account, contact the collections department at 800-522-2455.
Sincerely,
Jeannine Azpeitia
Collections Representative
WARNING: This will be the final notice until being forward to a collection agency. After 30 days, collections may be enforced by: Credit Bureau Reporting as directed by client and allowed by law. This may negatively impact your credit rating. Do not ignore this notice.
Consumer Complaint filed with the Attorney General of Texas against ADT.
Filed by Richard A Robinson and Carrol J Crowder (Husband and Wife)
** East Main St – 200-302
Fredericksburg, TX 78624
830-992-*****
rich@****.com
ADT installed an alarm system in our personal residence sometime in 2007. The installation seemed to be OK, however we soon discovered one of the alarm stations had a problem. This window station had two magnets. One mounted on the window and the other on the inside window sill. The alarm would sound if this magnetic field was broken. Sometimes the station functioned OK but most of the time it didn’t. During those times, we disabled the function (put it on by-pass ) to avoid sounding the alarm.
We contacted ADT and asked them to repair the installation problem. They told us since we were in a rural area, they would not make a special trip and we would have to wait until they were in town on other business and then they would stop by and repair the alarm station for us.
ADT never called or repaired the faulty installation. We called several times. ADT never responded. We continued to run the bypass mode for this station.
We listed our residence for sale in February 2014 and called ADT to advise them the
station must be corrected to meet the inspection requirements of the sale. The ADT repair man showed up and repaired the problem. When he was finished he asked us to sign for the repair. My wife signed the form and we thought all was well. (We do not have the copy of the form. It was put in our ADT file and the entire file was left for the buyer.)
A short time after all this happened, we received a phone call from a woman who said she was calling from ADT .She started right off by screaming at us saying we owed ADT some amount in the thousands of dollars as an early termination charge. I am 87 years old and my wife is 75. Never in our lives have we ever been subject to this severe verbal abuse. Never. This woman was screaming at the top of her lungs. The next thing we knew ADT had turned us over to a collection agency – Equinor Financial, File 948510.
And that’s where it sits right now. We respectfully request your help in this matter.
Richard A Robinson and Carrol J Crowder
this company and the customer service sucks since adt is not responsible for anyone or any company that they send out. they do not understand the words cancel it. The unreasonable length of time for service call waits or even if the tech shows up. this company is not worth your time or especially worth for the cost charged.
I ant to mail a payment in to adt what is the address thank you
I normally would not get annoyed, however, these complaints have gotten ridiculous.
Too all the Executives, and you should get spam mail at your address,
with nothing but complaints.
and this is the point being anonymous, cause your company lies.
you hire out contract out companies that hired Criminals.
It’s no wonder that you’re charging extra for fraud.
and what may that be, spam mail advertisement that goes into the trash.
A while back I had ADT Installed, it said 3 days to change my mind.
So, I’m thinking this Alarm is Ridiculous and Confusing.
I sent the paper work overnight express Saturday to be received on Monday.
After calling around the country, I get nasty customer service. denied that they rec’d the cancellation, when I have the name of the person that sign for the package.
Lo be hold. my Credit Card Company, charge them back. and ADT gave me a Credit for the Harassment run a round, sloppy work putting in the system.
I got a refund for the over night express.
Sense. out foxing your system. your service has gotten worst. vs better.
I have a hunch, you had loyal Employees at one time. however, those loyal people left over your Stupidity running your company.
it just proves that contracting out Employees, only makes the run a round worst.
All of your Guys running Alarm Companies are nothing but Monopolies.
Yes, different names and from different billing addresses.
as fair as the Security System, its all in one center. contracted out.
The founders of all Alarm Companies would be very much embarrish.
A w
I had ADT installed December 2012 and I just found out that my contract is up December 2015 and I only signed a 2 year contract so I am not sure where the other year came from. My alarm system hasn’t worked in 4 months now and ADT keeps taking the monthly payment out of my checking account every month with no hesitation. Today I had an appointment scheduled for service after 10am and the technician showed up at my house at 8:30am. I called ADT and have been on the phone with them for 5 hrs and it’s now 6:38pm and just received another call from them to tell me nothing new. I asked to cancel my contract but I have to now pay $370.00 to cancel it. so either way I am SOL, Now I find out that they can’t a tech over to my home until Novembert 5th. I work 10 hrs a day and today I took the morning off just for this appoitment and now I still have no security system and no resolution. I am so frustrated it’s sickening and I am over it. Don’t waste your money or time with this company.
I have reached my limit with horrible customer service with this company. I have had nothing but problems with this company from day one. I will be cancelling my service with them as soon as possible. After reading here the multitude of others having the same problems with this company, ADT should be concerned about how much longer they can stay in business.
Today is Monday, October 20, 2014. I have had ADT security for a few years now. I was living in Georgia and had it installed for the first time. I signed a contract for 2 years. I had no issues, all went well with ADT. I then took a new job in the Virginia area, which I live now, and they told me in order to not break my contract, I had to have it installed at my new location. So, I did as directed. Now I was told that my contract starts back at 2 years again??. After living in my apartment I bought my own place here in Virginia. I hadn’t lived there more than 7 months when I moved. I called ADT to cancel my service and the ADT person on the phone told me the same thing, that I will have to have it installed at my next new address so I won’t break the contract. I was pretty furious at this point. I explained that I do not want an alarm system anymore, that I have to continue to renew my contract every time I move and that I just want out of ADT all together. So the woman says,
“I’m sorry you feel this way ma’am, then you will have to pay the early termination fee of $900 now. Would you like to pay by phone?” I said,
“Seriously, no I don’t want to pay $900 dollars. Is there anything I can do to not have to have an alarm system anymore?” She continued to explain to me that there is nothing I can do and that I have two choices, either hook up at my new location, or pay the cancellation fee. So of course I don’t have $900 hanging in my back pocket to pay since I was moving and had to pay movers and closing cost of the condo, etc, so the woman set me up an appointment to get my 3rd ADT alarm system installed in my 3rd place of residence. So about a week has passed and the ADT technician shows up at my condo to install the 3rd alarm system. He climbs his ladder and looks around the living room. He asked me where is my power box hidden. I said,
“You mean this box inside the laundry room hanging on the wall near the dryer?” He said yes and he popped the front panel thing off and looked at it. He said,
“Ma’am, this is going to be too much to get the cables to run through your wall to this box. The walls are too thick and I will have to drill through this 9 inch wall to get to the other side and I can’t do that. Normally walls aren’t this thick.” I said,
“Yeah, since this is a condo I know they make the walls more sound to hide noise. So what do I do now? I don’t want to get a bill saying I broke the contract so can you be certain that I won’t get a bill for this alarm system not getting installed?” He explained,
“Don’t worry, you are good. I’ll just let them know that the way your place is, it’s not able to be installed, so you won’t have a breach of contract. Sorry I wasn’t able to install today and have a great day.” I said
“No worries, thanks, and have a great day.” He left and that was what I thought was the end of that. Well this happened in November, 2013. I had just received the keys to my condo then, and I HAVE NOT received a letter, a bill, an e-mail, or a phone call from ADT in these 11 months. Well, just last Thursday, October 16, 2014 I received a letter from COLLECTIONS, saying ADT has turned me in for breach of contract and that I owe $998.60!!! First of all, the letter is addressed to my old address in Virginia, where I was renting 11 months ago. The letter had been forwarded to my new address from the post office because they didn’t even mail the bill to my proper address. Now I know they have my new address because the ADT technician came out 11 months ago to attempt to install the 3rd alarm system. So why didn’t they mail me a notice all this time, or call me on my same cell phone number that has been the same number for over 6 years, or e-mail me a note saying anything regarding my account and a late bill?
I am very upset that this is happening to me. I have called ADT at least 4 times and all they tell me is they will not waive my bill and that I still owe the termination fee. They tell me that the ADT technician noted in the system that I had construction going on in my condo the day they tried to install the system and that I would reschedule to have an ADT technician to come out. He never told them that he told me it can’t be installed and that I won’t get a bill for terminating my contract. So now it’s a he said she said match and I’m pretty much stiffed with an almost $1,000 bill. I can’t believe this issue got turned into the collections department. I don’t want my credit messed up over something that is not my fault. When I asked the ADT lady on the phone why didn’t anyone call me and tell me I broke the contract, she said,
“It’s my responsibility to keep up with that, not theirs.”
Really lady, awesome.
Ok ADT Corporate office, can you help me with this issue? I don’t have $998. 60 to hand out this week so is there a way you can waive my bill? I have been a loyal customer with ADT for several years, the least thing you can do is help a fellow veteran and waive a bill that I had nothing to do with. Please help me. -Rachel
We had ADT installed on September 24th. On September 25th it wasn’t working. On September 26th I called for help. They told me to remove a battery from a sensor and put it back in. It didn’t work. They said they would put in a ticket to have someone come to the house. Never heard a word in a week. Called again. I was told my three day trial period was over and I am stuck with the contract. WHAT 3 DAY TRIAL PERIOD? IT BROKE DOWN BETWEEN DAY 1 AND DAY 2!! I was told someone would get back to me when I said I want it removed and my money returned. No one ever got back to me. Called again. Told again in October the 3 day trial was over. Spoke with a very nice supervisor. He said someone from Customer Loyalty would be contact me within 24 hours. No such contact. So I called again. (Heading toward the middle of October now). Finally a person called when I was unable to answer the phone. He said he is from Customer Loyalty and left a number. So far over the past two days I have called him four times, left messages, and still no phone call back. We are now mid October!!! And I’m suppose to trust ADT? I don’t think so. I want the system removed, my money back, and I can’t get anyone to talk with, so I’m going to contact the Attorney General of Massachusetts as well as others. I’ve had enough. ADT, you never get back to customers, and you think I would trust you to protect my home? I don’t think so.
ATTN: Naren K. Gursahaney, CEO
RE: Acct 412-607-3175
Paid for 2 cameras which we cancelled the day after you installed my daughter’s security system 3 months ago.I called Protect Your Home and was put on hold for 20 minutes each tome I asked for a supervisor (bad tactics). The contract was re-written 1 1/2 weeks ago and I still have not received my $575.00. Talked to Kristen (ADT) today who called Protect Your Home and we were diconnncted. Please take care of this.I will not deal with those clowns at PYH and ADT should be humiliated for using this company. Keith Sutton
412-310-5288. Thank you.
Dear CEO, at
ADT
Please forgive me for intruding upon your time; I know you are a very busy man. My name is Ethel Gloria Russell, I live in Hemlock MI. I am a disable senior citizen; my husband of 45 years is also disable but he now resides at Masonic Nursing Home in Alma MI. So needless to say I live alone, because of my condition and the condition of my husband when he does come home I felt it was necessary for us to obtain some form of security, something that would allow me to contact emergency response if needed, which is when I contacted your company here in Mich.
When speaking to your sales reprehensive he asked me to sign a contract. I told him at the time I do not do contracts however I always paid my bill by the year. I was told by him since I pay by the year he was sure a contract would not be necessary, so I signed the papers he asked me to sign and gave him a total of $1619.64 for the initial term along with $198.00 for installation and another $52.00 for something I do not remember what, along with another check for $539.88 for annual Service charges for my yearly payment. My monthly bill was 44.99 a month however it’s easier for my husband and I to pay by the year which I did. I never missed a payment and I paid faithfully.
Recently my alarm went off I contacted ADT to find out why they did not notify me and I was told they were receiving a weak signal. However they would send someone out to check out the problem. They did send someone out on April 18 between the hours of 8:a.m. and noon, but he could not figure out what the problem was. He did tell me that he had to go back and speak with his boss about the problem, and that he would get back to me. He never got back with me so I called them again in late May and I was told that some would be out again on Thursday between the hours of 8a.m. and 6:p.m.
So I cancelled my doctor’s appointment and waited for them to arrive. They never came nor did they call to cancel the appointment with me, nor did they can to tell me the tech would not be coming, nor did they call me to inform me that I needed to setup another appointment. By 6:30 I called them again and I was told that the young man that was supposed to come out to got sick around noon and could not come out. But that I had to set up another appointment. When I question them as to why they did not contact me instead of locking up my entire day all she could do was apologize this was not acceptable to me. Once again an appointment was setup for Aug 20th between the hours of 4 and 5 and once again no one showed up. So once again I called and again given a very lame excuse. On Sept. 23 ADT was again suppose to come and they didn’t so when I called to inquire as to why and received the same answer as before I simply said I know what to do. So o n Sept. 8th at 3:p.m. I called ADT and cancelled services. I was told that I was under contract with them until 2016 and that if I cancel services I would owe them $1100.00 which I told them I totally refuse to pay it.
Then realizing that I had money coming back to me because I am paid up until next year I called them again on Oct 10th asking for the corporate office number when the worker put me on hold. The next voice I heard was from a lady from the consumer solution department. When I explain to her what the problem was she told me that if I agree to allow them to keep the money they were paid for the year they would call it even (in so many words) but if I decided to take it to court the account would remain open until it was settled in court. I disagreed with allowing them to keep my money and politely told her such.
I am writing to you because I feel I was not the one that breeched the agreement. I have never been late paying my account and I have paid faithfully by the year as I stated. However I should not be force to pay ADT anything if I am not getting what I paid for. I paid them $539.88 for a year’s worth of protection. They were not even receiving a signal, how then can they protect me, my family or my home if someone breaks in and I hit the panic button and they do not receive it. My system has been out since April, and I feel I have been more then patience with them. I did all I could do which was to call and wait on them. But I do not feel that I should be force to pay ADT for service I have not received.
Would you please contact me concerning this problem? I do not want to take it to court if that can be avoided. I have gone 6 months without protection. I have already paid another company to pick up where ADT leaves off. I have asked them to come and obtain their equipment. And I would like to be refunded the money I paid them in good faith thinking they would live up to the standards they profess to the community concerning their protection. I do not feel I received that standard or protection.
Should you desire to contact me I can be reached at my home during the morning hours between 9:a.m. And noon at (989)-642-**** or feel free to contact me on my cell at (989)-545-****, I do hope that we can solve this issue without having to take it to court. Any help you can provide in helping to solve this problem would be greatly appreciated.
Sincerely
Ethel Gloria Russell
I manage Security for a small business. I recommended ADT as the service provider. I can tell you your service and sales people don’t follow up on your product. The system after being installed had problems. I called for an service appointment and waited on the phone on hold for 1 hour. I made the appointment the only opening was 3 weeks later. I took off from my primary job to meet the service rep at the site and lost pay. I received a call at the site that the service rep would not make that day less than 1 hour before the appointment time. Again back to the phone wait another 30 min and then the customer service rep. kept forwarding me to different departments. I was finally told that a supervisor would get back to me in 30 min to make another appointment. Now 3 days later no call.
I also recently call the sales person to add additional equipment over a month ago and called and e-mailed several more times for an appointment. No return call or response to my e-mail.
I will never recommend your equipment or service to another company. I am at the point of calling to have it all removed.
I am appalled at the lack of service now that this half baked system is installed in my home. My sensors are mislabeled and if a emergency call did come in they would check the wrong area based on the information you would give them. I was under the impression that I was getting a touch pad as that was what was shown to me during the sales pitch, that is not what I got and now you want to charge me more money to install that, I was mislead and want that touch pad in my home it is easier for my children to use. I NEVER asked for a key fab, that is the biggest security risk ever if someone approached you in the driveway or got a hold of your keys and ID they would have complete access to my home. My phone number that you called when I accidentally set off one of the sensors in the middle of the night. I NEVER gave you our land line number, how in the world you got it I have no idea, our contact numbers are our cell phones so why are you calling a number we did not give you and is an office phone that no one hears or checks. My cameras and sensors are mislabeled so that if you had to make a call to emergency personal they would go to the wrong area to check. I was leary after 4 years to go back to ADT after leaving because of poor service but liked what I saw and heard from a sales person who is not calling me back or answering emails, nor is his supervisor. If things are not fixed, I am going to the bank and telling them not to release funds to ADT until these things are fixed.
I have a complaint ——-an appointment for service was arranged for today Friday Oct. 3rd, 2014 between the hours of 8 to 12 am.
YOUR SERVICE PERSON FAILED TO SHOW UP TODAY AT ALL – so I phoned your representative who clearly told me that the repair man was running late but he would be here today Oct. 3rd, 2014….(NEW TIME WAS TO BE BETWEEN 12 NOON AND 5 PM…..I waited until 3pm and phoned again and spoke with a different rep (WGG) Saul, who told me that my appointment was for next Friday…….this is NOT CORRECT –
it appears that YOUR ASSOCIATE – Changed the Appt without telling me – so I wasted all day today October 3rd waiting on a repair man who failed to show up at all……..I am very disturbed that your person would (CHANGE THE APPOINTMENT TO A DIFFERENT DATE WITHOUT TELLING ME…..I AM VERY DISAPPOINTED WITH THIS TERRIBLE SERVICE BUT MOST OF ALL ABOUT THE BIG LIE.
First I have never ever been treated like this before. The gentleman that came to my house to hook up the ADT system had no paperwork to show me option A,B, or C. He had it all in his head, which doesn’t help me any because I’m a visual kind of person. After signing everything the technician doesn’t tell me that ADT bills you twice because they bill a month in advance. Completely unprofessional. And to top things off. The so called free activation fee is a bunch of bullXXXXX. They charge you over $100.00 for activation and say you get it all back with your free $100 Visa gift card. They don’t tell you that the company they use for the gift card asks you for another $4.95 for S&H. ARE YOU KIDDING ME!!! I thought they were a good company but I’m so displeased with them I have cancelled my service. I will never suggest them to anyone. Horrible horrible company that doesn’t explain everything up front and takes all ur money.
I agree with you Nicole. I have an issue with them as well. The customer service representatives aren’t great either. They pretty much laugh at me on the phone then put me on hold for 10 minutes at a time. I am being stiffed with a $998.60 bill. They are saying I broke the contract. An ADT tech came out to install another system that I didn’t want so I wouldn’t “break the 2 year contract” and he said he couldn’t install it because the walls are too thick. So after 11 months, I get a letter last week from collections saying ADT is billing me for breaking a contract and I now owe $998!!!
ARE YOU KIDDING ME ADT!!!!!!!!!! -Rachel
Holy XXXXX! You guys have GOT to be tossing down shots of Goldschläger over there!!!! I CAN’T WAIT to see the worldwide ad campaign coming out of this!!!! LMFAO!!!!!
https://www.huffingtonpost.com/2014/09/30/secret-service-white-house_n_5908112.html
I wrote a letter to ADT at Boco Raton on September 6, 2014 requesting that the system on my house be cancelled. As I pay for the entire year, I asked that the unused portion (4 months) be refunded to me. As of today, September 27, 2014 I still had not heard anything from ADT. I called and after a wait of 1hr:35 minutes was connected with someone in billing. I explained the situation to her and was told that no letter had ever been received from me. I am always very careful to put a return address on any correspondence and as the letter has not been returned to me, I can only assume it was ignored by ADT. The person I spoke with then informed me that the correct address to cancel any service was in Colorado. It appears that ADT is so desperate for money that it is loath to refund any to which it is not entitled. So much for goodwill!
According to the timer on my cellphone, I have been on hold with ADT Customer Non-service for 1hour and 5 minutes and still counting. I hope you won’t think I’m unreasonable, but now I understand why your stock is dropping. I had to wait a month to get a service technician out to my house because your monitoring center is not receiving a signal from our system. They told me to call AT&T which I did and they came the NEXT DAY! Now I need ADT to come back and do its part and I can’t even get an agent to answer the phone! I think the Executive Team must be a hangover from the criminals at TYCO and they don’t really care at all about their customers. I feel ADT is in breach of its contract to provide me security services for a fee and that now they should be refunding me the fees I have paid while waiting for them to find a service rep somewhere in the Houston metropolitan area. I may not have much recourse with ADT. I can go to another company, which I will, but I will do my best to use every avenue on social media that I can. Lucky for me I have worked for the media and have friends in this arena too. . .Step up Mr. Gursahaney and Mr. Edoff. Earn those bonuses and maybe do the right thing and use some of them to hire more and train more Customer Service Reps and Service Technicians. I am now at 1 hour and 14 minutes.
ADT will not take any responsibility they are rude ripoff service my home was burglerized on 9/11/14 the alarm never went off the motion detecters did NOTdetec anyone until the burgler decided they were done stoled all of my belonging and the alram went off when they opend my door to flee my home with all of my belongings. ADT will not let me out of my contract . Tech came out to check my equitment and the tech said everything was working . SO I ASK MY SELF IF THE SYSTEM WAS WORKING PROPARLY THEN WHY DID THE BURGLER STEAL ALL OF MY BELONGINGS????
ADT will not respond or try to fix the problem. I WANT OUT OF MY CONTRACT!!!
ADT LOGO IS PEACE OF MIND WELL I NO LONGER HAVE PEACE OF MIND
I HATE ADT SERVICE AND CUSTOMER SERVICE SUCKS THEY NEED TO BE RETRAINED IN CUSTOMER SERVICE. I WILL MAKE SURE TO SPREAD THE WORD ABOUT ADT TO ANYONE THAT WILL LISTEN TO MY STORY.
ADT HIRES CRIMINALS!!!
I emailed this to the corporate office and I have still have not received a reply.
I’m not sure if you’re aware of the criminal past of one of your sales reps? Pati Beardsley is a former police officer who pled guilty on the charges of Aggravated Assault with a Deadly Weapon without Intent to Kill.
I wanted to ask you if this is the type of person you hire as representatives of your company? Now my wife is scared to death that a violent criminal was in our house.
I find this Unacceptable and thought ADT was a reputable company that offered a reputable service. I guess I was wrong.
My neighbors and I plan on informing people about this matter through every form of social media and are considering contacting our local newspaper and television news. You should be VERY ashamed for hiring a criminal to represent your company. How many more felons have you hired?
My wife wants this email to remain anonymous fearing retribution. Also our neighbors are considering canceling their contracts and going with a more reputable company.
Below I’m attaching the links we found. Again I hope you are proud of your hiring practices.
Sincerely
Steven Boucher.
https://www.lbknews.com/2010/04/09/former-lbk-police-officer-sentenced/
Alarm system go off 2.30 am sept 11 . i called re t his false alarm. I am told sept 16 earliest a tec would come tofix problem. I explained they were here 3 times before For the same problem ane i have medical problems . Icalled customer service . Advised they would have apt moved up. Called today. Advised they have more time to look into problem. Plus rude. What good is a security system that can be disabled for week at a time? This will be the third time systemdown for a unreasinable time. This company should e investigated by att gen .
After 20 plus hours of my time and four service calls and six weeks of angry my system still does not work! Two “senior” techs came our blah blah blah…. spoke to custom home operator etc etc…. requested senior manager was told not possible and not available that I simply needed to have them create another darn “ticket”
I have been an ADT customer since the early 90’s in NY and continued with them here in CA. Now I will find another company because ADT can’t keep up with the customers and have grown too big!
I am so upset and really fed up. The first tech who was sent admitted this was his first partitioning job! It took him all day and spent a majority of his time consulting on the phone for help! Some “custom home” service…..not really. The second tech could hardly wait to leave and spent 15 minutes here worked on one zone and left. The third “senior rech.” waltzed in with a cavalier attitude helped but still did not get it all right as a zone was missed and the Stay mode still did not arm properly. Yesterday the forth tech came, installed the cell panel…I hope it works…changed the back-up battery (8 yrs old) and worked on the alarm zones.
To conclude, every tech did something and every tech came after hours of my waiting but did show up within the scheduled 5 hour wait time….. that’s 20 hours of my time plus the extra time waited for the first tech to complete his work…another 3 hours….And now…drum roll…. the system arms properly in the away mode, this includes the partitioned area….but NOT in the “stay” mode. After six weeks I do not have a system that works properly…..
As a professional my hourly rate is $155 hr. ADT owes me $3,565- minus $775 for the first wait time I agreed to for a total of $2,790….for my time wasted and 6 weeks of monitoring fees.
Should I bill them or sue them?
ADT builds their Security Systems on lies, false advertising, and manipulation. They lie to get you to sign up for a three year contract, then keep you in the dark for months while you try to get the equipment the sold you, and then have to wait on some sort of follow up. Only problem is – that follow up doesn’t happen and you are stuck with a system you do not need or want. At that point they are rude, obstinate, and downright disrespectful. They tell you right quick if you drop their service, you will still have to pay for three years of so called monitoring. It makes you wonder if that’s what the whole plan is…take your money and then just turn their back on you. This is not a good upstanding company. It is a fraud, sold on lies, with no regards for anyone or anything other than the all mighty dollar. My advice – RUN – RUN FROM ADT AS FAST AS YOU CAN.
I was lied to when I purchased this system. Lady on the phone said I would get a pendant to wear such as a life-alert. When system installed, I asked man where was my pendant and he said they were out, he would check for me. After weeks and weeks, I tried to obtain the pendant, I was told it was not available. By that time it was too late to cancel. So I am in a three year contract with no medical protection and piss-poor service from everyone I have talked with so far. I am retired, on Social Security and cannot afford to have the medical alert plus this bogus “security” system. By the way – I have never used the system…,it has never been turned on. If you think you want to deal with ADT – THINK AGAIN!. You are going to get robbed, but not by a burgler – by ADT.
I have NEVER in my life dealt w a company w so little care for customers and with SO VERY MANY on going issues!! I work in customer service and our main focus is to keep a happy customer and avoid corporate complaints! From the moment the friendly ADT rep took my money and left, I have had nothing but BAD experiences one after another!!! I still have not reached a positive solution w the company and am SO over with dealing w one unfriendly, uneducated rep after another! I am going straight up the ladder w my complaint and will scream from the rooftops to EVERY person I come in contact with NOT to use this company!!!
Really?! Can someone explain what I pay a monthly service fee for that when an actual break-in occurred, your dispatch cancelled the police?
Then I guess ur are the only lucky one without any issues happened to u or ur house.
We had the system installed last sat which is aug 16 and we got a call from adt 1 hour after the engineer left. Problem is the alarm is on test mode and we were home at that moment. We called the engineer and he said adt probably got the signal from test earlier.
Are u serious?1hour later??!!! Then worst thing is we were in South Dakota on our vacation and got another phone call and adt said it’s the medicine alarm. :$().&/@($/!,):&. What the f*ck!!! The house was empty and we had the two key pads with us 1000 miles away from home, who can activate the alarm?! And the fire department broke into our house and now we have a broken window….we’ve been tried so hard to get on hold of someone from adt to figure out what we can do for this issue. However, a lady from Adt customer relation department gave me a fake numbers as her employee numbers while I ask for it and even lied to me she is gonna email me enclosed information which I never got. After the experience, let me tell u something….ADT to me is THE GREATEST BS IN THE WHOLE WILD WORLD!!!
I’ve NEVER been more DISAPPIONTED & DISGUSTED in a company than ADT… In March I had a pulse system installed after a break in. At the time of installation i paid my contact in full which was for 3 years and equipment install it came to almost 3 grand. Within 2 months I began receiving harassing phone calls claiming nonpayment. After speaking to numerous reps and supervisors and being assured it was a weird glitch my account would be fixed and nothing to worry about. Well the HARASSING calls continued, my system had a problem so i called in only to find out you guys shut my alarm off. I again spent hrs on the phone with a rep named Anthony who assured me he would personally see my account resolved, he promised to follow up with on Wednesday with a check in call and that EVERYTHING would be resolved by Friday. . It’s now the following Wednesday and still NO call and my system is still off. . Now I’m Positive if someone stole 3 grand they’d go to jail but it seems ADT feels that they can “Steal” from people and get away with it, because that’s what this has become! You have taken my money and put my family at risk by not honoring our contract. I’m beginning to think I should turn this over to my attorney. It’s extremely frustrating to know you’ve paid for something to feel safe and adt refuses to honor their contact!
Please contact me if u want to put this on court since my husband and I think about to do that too after our house got broke in by fire department caz they got a false alarm from ADT.
I’m a new customer for 4 months and have had failure after failure, bad customer service after bad customer service. This is the worst company I’ve ever experienced. ADT has refused to resolve my technical issues voiding my Lifetime Warranty and now won’t live up to their promise to give me a hassle free refund in the first 6 months. I am writing Naren Gurshahaney to request the refund before going to my VISA company, I will get my money back. I no longer trust ADT even though I know several people working in their programming department (even they tell me this company has gone down hill in the past year.
I still have break-ins with this alarm and ADT is all but useless. A senior tech signed it off as 100% working but it misses whole cars coming in the driveway. This system is a joke and is dangerous to those such as me trying to put their lives in the capabilities we were all sold up front; just more lies from ADT. It takes 4 to 6 weeks to resolve any issues and if the tech forgot or wasn’t good enough at his job, you wait another 4 to 6 weeks. Call in and get the worst customer service you ever had with fingers pointing in every direction and people transferring you department to department. Dreadful, absolutely dreadful.
On 08/05/14 a tech upgraded a new battery for my wireless system. Upon checking the system for signals before departing, he discovered that my system was not providing the coverage of security i,m paying ADT to provide.There were no signals being transmitted to ADT, from the doors,motion detectors, and possibly the security devices placed on the rear house windows.The tech did work to establish some security, the doors eventually sent signals with a delayed.The key pad operation was not functioning,any attempt to alert emergency medical assistance,fire or police would have fallen on deaf ears.I called ADT immediately specifically asking for a supervisor, my calls were transferred to tech support. Thus having to repeat the same explanation two or three times.The last thing I need to hear from a tech (Jason) personnel, is that someone probably didn’t code things properly.I just didn’t feel that a had a true sense of security after this discovery, and no one that i spoke with gave me the peace of mind i was in need of. My sense of false security interfered with my rest that night.Someone by the name of Brett claiming to be from corporate ensured me someone would be at my home on 08/06/14 between the hours of 8-12 am.The noon hour came and was long gone before someone in your Totowa office gave me accurate arrival time of the tech. Communication is an important factor,especially when you have consumers waiting for service. When time changes occur, someone should let the consumer know. An Eight to five possible time period, I’ve been held hostage an entire day because of lack of communication. I called Brett (886.561.0952 ext. 1154002 )three times today begining at 11:42, haven’t heard from him yet. The time now is 5:00 pm. During the month of December 2012, i added to my security system due to a burglary. Am I to assume the system has been malfunctioning sense then? Help me make some sense out of all of this.
On 08/05/14 a tech upgraded a new battery for my wireless system. Upon checking the system for signals before departing, he discovered that my system was not providing the coverage of security i,m paying ADT to provide.There were no signals being transmitted to ADT, from the doors,motion detectors, and possibly the security devices placed on the rear house windows.The tech did work to establish some security, the doors eventually sent signals with a delayed.The key pad operation was not functioning,any attempt to alert emergency medical assistance,fire or police would have fallen on deaf ears.I called ADT immediately specifically asking for a supervisor, my calls were transferred to tech support. Thus having to repeat the same explanation two or three times.The last thing I need to hear from a tech (Jason) personnel, is that someone probably didn’t code things properly.I just didn’t feel that a had a true sense of security after this discovery, and no one that i spoke with gave me the peace of mind i was in need of. My sense of false security interfered with my rest that night.Someone by the name of Brett claiming to be from corporate ensured me someone would be at my home on 08/06/14 between the hours of 8-12 am.The noon hour came and was long gone before someone in your Totowa office gave me accurate arrival time of the tech. Communication is an important factor,especially when you have consumers waiting for service. When time changes occur, someone should let the consumer know. An Eight to five possible time period, I’ve been held hostage an entire day because of lack of communication. I called Brett (886.561.0952 ext. 1154002 )three times today begining at 11:42, haven’t herd from him yet. The time now is 5:00 pm. During the month of December 2012, i added to my security system due to a burglary. Am I to assume the system has been malfunctioning sense then? Help me make some sense out of all of this.
Just wanted to share a quick experience about ADT. I live in southern california…signed up for ADT (using pre-installed equipment). Took them nearly four hours to install the system that was already there. Was told that I had a cancel anytime within six months with no penalty. Not the case. I’ve been trying to cancel the service for nearly three months. Finally, someone would cancel my service but I had to give them a 30-day window. Really!
I have no phone line…so the ADT system has to go through a wireless device to communicate with ADT security center. I unplugged and removed the power wires that would prevent any communication from my home system to anyone (i.e. ADT) outside my property. Two weeks later I received an email by ADT letting me know that my system had great signal strength and that I was well protected by ADT. Again, Really!
This is the company that is protecting my home? Hmmm. How? They claim to have insight but actually don’t.
Great sales people, yet the rest of the service experience I have been exposed to are at way subpar levels. I wouldn’t recommend them to anyone.
Good luck…
My husband Romeo Paredes located at 7032 3rd Ave. LA CA 90043 and I Belen Serrano, Are having the worse experience with ADT, se just added this service to our home and the ADT employee that came out Vince Espinoza dealers license #AC06320 on 7/26/14 to install the system gave us “false Information” about billing when the police came out to our home for any alarm alert..!! I specifically asked him if we’d get any kind of fee what so ever from anywhere, If the police came out to our home for any reason and we trusted him as to what he told us as new customers and it made sense to forward with this service. On 7/29/14 there were two false alarms, in which the police came out to our home to inspect the property. According to the information Vince Espinoza told us, an ADT employee we would not be responsible for any Fees. I called the customer service phone number 1-800-689-9554 and spoke to one employee and did not satisfy my issue, I asked to speak to a supervisor Kirk employee #106381 for a total of about 43.59 minutes and I explained in detail what the issue was and he pretty much told us we had to pay the invoices which is a total of $624.00 to the City of Los Angeles within 30 days. Kirk didn’t bother to ask the name of the person (employee of ADT was) that is representing ADT giving false information and having potential customers sign a contract believing that he’s giving them correct information.Kirk, said he’d send us form to request a refund on the fees we have to pay, and we have to deal with the city in regards to the fees and/or pay. As first time experience and new customers of ADT, we feel like we have been robbed, not by burglars but by ADT itself. Almost 99.9 of the homes in my area have ADT as providers and I will make sure that I go door to door to talk to people and explain to them how this really works, it’s unfair that we get lied to by employees of the company itself, and yet we have to dispute and argue for over 40 minutes because they ate not giving me a solution.I hate to say, but this is only the beginning of a roughy battle I will fight! But, sadly this is what it comes down to. I will do what ever it takes to let the would see my experience with ADT..! I was given false information and lied to, this can come from the worse criminal/person out there, but it’s not expected to come from a representative from an alarm company ADT that’s it’s supposed to “help us protect our home”…
I will do everything it takes from my end to get this out! For everyone to give it a second thought when dealing with ADT..!!
If there is still principal within this company, and is willing to do right please contact me at 310-990-XXXXX.
Kind Regards,
Romeo and Belen Paredes,
My experience with ADT mirrors those I’ve read. Terrible customer service. After 13 years I changed monitoring services on July 28,2014. I was told by “customer service” I had to give ADT a month’s notice. What a ripoff!
Customer service is the worse I’ve ever experienced. Tried to get a rebate applied to my account…so far I’ve called 6 different numbers, waited forever on each call only to be transferred to another line saying that this number is not the correct number to call. Really ? Customer service ??? I thought that only customers pay wages……..disgrace.
It is 2:12AM and I have been holding for someone to pickup my call since 1:34AM when the alarm started beeping. The recorded message is annoying especially since I continue to hear “please continue to hold and the next available representative will be with you momentarily.” How long is momentarily? I don’t know what the problem is but thank God nothing has happened. Apparently my call is not as important as the annoying recording repeats.
I am a new ADT customer and my experience has been terrible, so bad that ADT deleted me from their facebook page and deleted my comments as well. When I signed up for ADT, I did so based on two very important statements that were made to me by ADT. I was told that #1, if we have an alarm at our house, ADT would notify me in 2 minutes or less. And #2, I was told that I would receive $300 (200 on a Visa) and (100 dollar check from ADT) for being a new customer and that my aunt (who referred me), would receive a 200 dollar check from ADT. It’s been well over a month now and we still haven’t received a dime!! So I called ADT a couple nights ago and was told that we’re not getting any money, because something to do with “Protect your Home….. blah blah blah.” They said that I signed up through Protect your Home and my aunt signed up through ADT???? Excuse me, but the sign in my yard doesn’t say “Protect your Home.” It says ADT!!! And furthermore, I have audio proof of the initial conversation between me and ADT when I signed up, which states clearly that we will receive the promised money.
And lastly, we did have an alarm at our home. The alarm triggered because a wire was not connected properly in our box/panel during installation. And the “2 mins or less” promise, was a big fat lie also. It took ADT nearly 5 mins to contact me!!! Do you know how much damage an intruder can do in 5 mins?
I’m still deciding what course of action to take in regards to being blatantly lied to. If ADT doesn’t make this right, then you can watch my story on CNN.
Dustin Smith .
Hello Mr. Brown,
I am writing you today to let you know we appreciate your assistance and timely service call in our attempts in setting up a surveillance system within in our home.
I do feel your intentions were to sell us an ADT system for our needs and felt comfortable on how we had decided to proceed with our plans in doing this together.
However, I do want to make you aware of a very concerning security issue, strangely enough, that I have with your organization.
After we finished with our initial meeting a week ago, I immediately received 2 calls within hours of you leaving our home from ADT service associates? I’m unsure of who these individuals are at this point, so let’s refer to them for now as associates, as they have never identified themselves outside of this opening statement “This is ADT and we understand you are interested in upgrading your service?” As soon as I initially attempted to ask them, who they were exactly and why they were calling when I had just met with Mr. Brown, our ADT representative, your associates immediately hung-up without a even a hello or a goodbye. This behavior of telemarketing is quite trite and shows the complete lack of respect for a potential customer and normal social interactions in any type interpersonal situation, especially sales.
I ask you, is this what the world is coming to or has your organization completely lost their compass on how to build business?
After this happening twice within a few hours of our meeting, I was suspicious of fraud and asked myself, sadly so, who is this Mr. Brown who just visited my home? After a series of phone calls, I demanded to speak to ADT’s corporate headquarters to ensure your identity and to discuss my concerns and confusion. As it turns out, you, Mr. Brown are a certified employee of ADT, and these associates, as I come to understand are resellers of your ADT products. This was never explained to me at any moment in our conversation and this was never made aware to me that afterwards, I would be solicited several times a day, after engaging in just an initial conversation with you, my representative. Thus, I was left feeling I was being sold-out to the highest bidder or the fastest reseller who could possibly give me a better deal I suppose, I’m still uncertain as it’s never been explained to me by these ghost associate callers.
I have to admit I was quickly aware of what was happening, however, all it did was place doubt in my mind on who was just in my home supposedly there to offer my family a sense of security? In your case, Mr. Brown, you are thankfully, a certified ADT employee and unfortunately these resellers of the ADT products have undermined your integrity, your products and your organization as a whole. I am sorry you, personally, have to deal with this when all you are trying to do is your job, sell security products and services. I’m sure you can understand I don’t feel safe with ADT now?
As I am making you aware of this disturbing nuisance, it has continued daily, several times a day since our initial meeting. I’ve continued to answer the phone because the numbers are all local numbers from the DC area and we own an international business, so I never know if this call is one of my customers or a subsidiary organization, an employee or future business. However, now when I receive these daily calls, with an abrupt introduction as I described earlier, I do the same that is done to me, I simply hang up.
I hang up on them, just like it’s being done to me everyday.
I’m underwhelmed with an organization as large as ADT and what I thought was a reputable security organization which was initially established with hopes of giving a family, perhaps a single mother, or a large organization a sense of relief knowing their children or wives are safe at night or business assets are securely armed with the defenses they need to safeguard themselves from unknown entities to now, an unruly, free-range land of praying resellers undermining the exact untouchable entity you are trying to protect, that entity being a sense of security.
Security.
The one thing ADT is trying to desperately to provide and has failed to serve their employees such as your self in asking you to compete with your own organization for a sale you worked hard to create and now, attempting to close.
I spent this time out of my very busy day to let you know, your superiors know that you, Mr. Brown, are being compromised and your organization has undermined your efforts with their resellers mindless, abrupt and shady marketing tactics. I hope they will take this message up the corporate chain and tell whomever is running this out of control organization with it’s free wielding resellers, should rethink how ADT is perceived when it behaves in such a manner which completely contradicts the exact purpose for your ‘security’ service.
Regards,
Do you really care??
My wife and I chose ADT because of a large following and very popular but after having the systems installed in the house where we live and our rental it has been nothing but grief for us. After the sub-contractor installed the alarm in our home, the alarm would go off on its own. Fortunately after calling that day the following day a technician came and replaced a sensor. After installation at our rental house, the alarm went off four times in that many days which proved to be false. The were called out two of those times and the other two times we told the operator not to call the police. We live on the opposite side of the city and I was out of town. I did not want my wife to go to the house because the house is in an undesirable side of town at time of day when the alarm would go off. Finally, we told the operator to leave the alarm off which left our house unsecured. We called for a repair date and after talking to and placed on hold several times, my wife was told someone would call between 24 and 48 hours, that call never came. Again, when I called, I was placed on hold and transferred several times for an appointment. I was told someone would come out the next day between 1 and 5. I asked to be called first before coming out since we live across town. On that day I called to confirm the appointment and was told everything was still on go. I waited and waited- no call. I called back and the person they called and nobody answered-NOT TRUE! They also said the technician had been there and nobody was at home. I GUESS NOT, THE HOUSE IS EMPTY!!! Was told someone would be out the next day.SIRS, I DO HAVE A LIFE! I HAVE OTHER THINGS TO DO OTHER WAITING OUTSIDE AN EMPTY HOUSE PRAYING SOMEONE WILL SHOW UP! Is this the way you run a business? No on seems to know what the other is doing. On top everything else, I found where you sent a bill you sent to the empty house. I WILL NEVER RECOMMEND ADT. After looking at the Above complaints, I SEE I WASN’T THE ONLY ONE. Yet you want to be paid while I have an unsecured house. I know you can do better than this and you will do the right thing as far as compensation.
Always Delaying Tactics
Just got off the phone with ADT. First person was polite and knows the meaning of courtesy service(Kelly), the second one CARLOS asked if a discount would change my mind..no I replied as this has become a game each time one renews, set a price and let it be fixed rather than these sears and roebuck games. Then he stated they would disable my entrance chips and alarm system. I reminded the mumbler ( I had to remind him I could not understand his mumbling), I had paid for the original equipment and the only item added when I re installed was the board and that dint work all the time..my salesperson left the company for the same strong arm tactics they did to me. The mumbler told me they needed a thirty day notice , has anyone tried to call the billing dept on a week end, then abruptly matter of fact told me the service will not end until the 21 of August 2014..hope they do send me a bill as it will go directly to their corporate offices..Such blatant arrogance and higher than god attitude rivals that of Comcast. as a senior I do not like to feel intimidated and the mumbler made me feel intimidated, perhaps this is the culture at ADT but not in the civilized world .. I paid for the original equipment and paid a fee for the board they will all go out with the garbage..
RE: System monitoring. THIS EMAIL IS FOR THE CEO MR. NAUREN GURASHANEY. Sir as to this date my security system is not being monitored, but a nrw panel was installed 12/12. Sir, i am sick and have been off work since 4/24. Called adt on 7/15 after being really concerned, but was tossed around and hung up on 4 times. To avail ended up waiting 15 or more minutes and I just hung up. Today, spoke with Elizabeth and Mikedand they were professional and as helpful as they were allowed to be. Now, Crystal, a manager in executor office I presume on the other hand is rude, demanding, unrespectful of customers, snd shows no empathy. I couldn’t get a word in edgewise, nor could I ssk her a question. I felt as though I was being treated as her child. Sir, I am loyal cusromer of your great distinguished company and I should be treated as such. Then I spoke with Ms Haynes and she was courteous snd professional. She said that she would report the encounter to her manager. How did she make it to your exec team? Also, I been laying down each night since Dec 2012 I believe clicking system on thinking I’m secure. THAT’S NOW FRIGHTENING. REGARDS, Ms. Rowser
I had ADT install my alarm system approx two years ago. In February of this year while watching t.v their was a strong odor of burning plastic in my living room. After checking around the house I felt the power pack to the alarm system that was plugged into the outlet was very hot to the touch. I unplugged the power pack and noticed it had a brownish burn mark along the prongs. I removed the electrical outlet that was actually burning and melting which was the cause of the smell. Thank god I was home at the time because this would have definitely caused a fire. I notified ADT about the condition and they sent a technician the next day.The technician stated he never seen anything like it and we both agreed that it was not the electrical outlet since I had no electrical work done and it seemed the power pack was burning on the inside and the prongs to the power pack were turning a burned color. The technican replaced the power pack after I replaced a new outlet. He stated he was going to contact the corporate office and examine the power pack so this would never happen again. Well after numerous phone calls to numerous ADT phone numbers explaining to ADT representatives that my house could have went on fire they assured me someone from Corporate would be in touch with me right away. Well it is now July no one has contacted me and its seems the people who work in corporate just don’t care. As of today I am done with ADT. I have two kids and a wife. I’m glad I was home at the time and not sleeping at night because this could have become a tragedy. THANKS FOR YOUR CONCERN AND CARING ADT.
My Alarm has not been working since July 2, 2014 my spouse is ill and I needed to call the medical service, I press the buttom 10 times and nothing, therefore I had to call 911 and waste all of that time trying to get medical atterntion . I have been reporting the problem since then, I have been transfer so many times that I cant’ count any more. I have also been hung up on. my husband at the moment has a nurse that comes in twice aday to administer IV and he has a pick line . I finally got someone to lisen last week, a tech was suppose to come on Saturday between 8 and 12. at 11:30 I call to see what was going on, the service person that answer said oh no the tech change the time to 1 to 5 at that time I inform that could not be because of the nurse. tech came in at 2;20 and sat at his truck and didn’t even rang the door bell, I came out and inform him that I could not have him in side the house at this time due to the nurse was on his way, as a matter of fact the nurse was wating for him to leave in order to park at that space. I have been calling I even spoke to someone in corp. and as of today july 15, 2014 and still my alarm is not working. I have a bundle with Comcast, and every day they call me to see if I want there alarm with them, if I don’t get anything resolve today, I will be changing I pay 60 dollars an month an I was inform that if anyone comes to the house I need to pay 25 dollars, if another person has to come in another 25 dollars, so what good is to have an alarm with ADT.
On July 14, 2014 at 3:15pm, I was transfer three time to a different rep but on the third transfer the rep hung up the phone on me. I could not understand why my personal information was not told to her and the reason why I was calling but she kept asking me what is wrong with the alarm and I told her it was not working. I am not a ADT Tech to give detail info other than it is not working. I am stress that my alarm is not working and do not know if the health alert works. I requested to speak to a supervisor to be properly help and she hung up the phone
My experience mirrors the above. Service is abomnible. Furthermore, they think that it is ok for you to be down until it suits their fancy. If they aren’t selling piece of mind, what are we paying for????????
I recently just got out of the United States Army. I had ADT at a rental house in Fort Hood, TX. When we signed up for our account we were told that when we got out and moved from Texas we would be able to tansfer our service to our new house without having to sign a new contract. When we moved into our new apartment and called to have them come out and set everything up we were informaed that we were going to have to sign a BRAND NEW 3 year contract. I said I didn’t want sign a new contract because we are in an apartment and weren’t sure that we would be staying for that long. We were then informed that our options would be to either pay to cancel our contract (900 dollars!!), continue to pay for the rest of the year and a half on our contract for service we are no longer using or to just set up the new service and seign a new contract. We are very disappointed at this due to being told multiple times that we WOULD NOT have to sign a new contract but were lied to. I would never use ADT again but I also can’t get out of my stupid contract without paying out the butt! VERY DISAPPOINTED!
On June 28 ADT send out a sale rep to give me a quote on install ADT at my new address.
John came out to my home an wrote up a contract that I sign saying my install would be about $168 an 49.99 a month for my ADT PULSE system . Now they are trying to charge me over $1,000 for and i have own equipment . 5 window 3 doors 2 Motion detectors 2 keypad 6 cameras and I am trying to add 1 thermostat and 1 Front door keylock. when the installer came out he said he was told that he can’t do the job. so now my house is unprotected.
I want to know what ADT is going to do in-order to take care of this situation because I took off work for ADT to come out and do the install. That way I will know what steps I need to take because I have a contract that show how much I need to pay.
I have tried to get in contact with John Warman and his manager Alston Manny, I have also called Corp. customer service and spoke with 4 different reps and was unable to get help. They keep telling me to contact my local office. The number I call to get to them is: 1-866-5661-0952 there ext are 26750, 1154007 and 26771.
I hope you can help me
We made an appointment approximately a week ago for someone to come to our home to upgrade our system to wireless. We were told a technician would be here between 8:00 am and noon. Around 10:00 we received a call from the technician who was at our Connecticut address. The service we requested was for our Florida home. We do not have ADT at our Connecticut address. We called the ADT office in the Kissimmee area, three times so far, and still have no new time. 2 hours ago, we called again and were told they would get back to us shortly. It is now 4:30 and NO return call. We took the day off fom work to be here. This is totally unacceptable. Is this how ADT does business?
I recently installed a System. Lots of issues. first due to my location from office had to call 3 times just to have someone come out to my house . House is a log cabin wanted to make sure it would look nice. Well they called made appointments then cancelled. During calls more worried about how much I was going to spend on system. Finally sales rep came out and rush, rush, rush. Worried about sale did not offer me everything just a basic which was inept for what I wanted. Plus did not check speed of my internet which became an issue. Had to take more time off and work with my internet supplier.
The issue with that was of course they could not finish install and had to come bac. Of course only opening my 4th of July weekend. Nice!!!!
Then they overcharged me 100 dollars. Service tech could not finish my billing.
Now the techs where awesome. Very good work tried there best and even spoke with my internet provider on first visit. Happy with install and Pulse system. Not Happy with sales and sales management from Akron, Ohio office.
I will begin by saying that every customer service rep I have spoken with has been pleasant since I began with ADT in September 2012 HOWEVER, I found out today that I was LIED TO on multiple occasions. When I started my account I asked a ton of questions regarding the transfer of my services because my roommates and I were only going to be living in the house for 2 years while the ADT contracts last 3 years. I was told that I could easily have new equipment installed to a new house when I moved without any service charges or an extension to my contract. I talked to another rep in May 2014 to double check on this information as my roommates and I were preparing to move. Again, was told the same information. I asked as bluntly as possible about fees and my contract. I specifically said I DO NOT WANT TO CANCEL MY ACCOUNT and was told that I could call ADT when I was done moving and knew my new permanent address. At which time new equipment would be installed and I would finish out my ORIGINAL contract. When I oddly received a bill in the mail for June I called to ask why because I had always been billed by direct withdrawal and was informed that account had been cancelled. I was livid. How many ways do you have to ask a question and get told the wrong information and then you, the customer, is punished for it!?!?! I gladly kept my account cancelled and will never be using ADT again. I will also be informing all of my friends and family of the poor communication skills ADT reps have (nice way to say liars) and will rip you off in an attempt to keep you under contract. Screw you ADT!!!!!
I have been a customer for many years first with Brinks, then Broadview and ADT. My house was burglarized in July, 2013 under ADT’s watch. I had ADT”S “glass smash sensors” and the sensors were not functioning at the time of the break-in even though I had my system on at the time of the break-in, and these glass sensors had been installed 2 years prior. ADT’s Rep came out and checked my system after I had the break-in the same day as the robbery and the ADT Rep determined that the ADT installed sensors were not functioning and probably had never worked since they were installed in 2011. I thought that I was safe and secure against an undetected break-in, because I had all the bells and whistles recommended by ADT. After the break-in ADT came out and installed another set of “glass smash sensors” and the sensors would not go off unless the sensors were hit directly with a screwdriver!!! I made numerous calls to ADT, and I was referred to the local office in Pennsauken, NJ to Steve Marshall, manager. He and another person came out to my home to check the sensors, and his whole attitude changed after seeing me in person and realizing that I was an African American woman. Steve checked the sensors in each room (3 bedrooms, 1 bathroom, and dining room. He said they would order a detector that would get the sensors to work, but it would take a few days for the sensors to be shipped from the ADT warehouse. I waited and waited and never received any other communication from Steve or ADT. Three months later, after numerous unanswered phone calls to Steve’s office, I called ADT”S 800# and I complained, as a result a Rep from ADT was sent out to my home in NJ from Philadelphia. He determined that the “glass smash sensors” did not work and removed them leaving holes in the walls in each room that the sensors were removed from, he tried to spackle the holes, which made it worse leaving and uneven very large area on my walls. ADT refused to do anything to rectify this problem. My home was BURGLARIZED and between damages and actual loss, it was well over $20,000. ADT knows that it is very hard to get an attorney to lodge a suit against them on a contingency basis, and we do not have the funds to fight ADT in court on our own. So a word to anyone thinking and trusting that having a Security system installed by ADT that you are safe from break-in detection, THINK AGAIN!!!!! Go with a reliable company and not a company that is all talk and no action. They have systems that are not reliable, they are a Corporation that is untrustworthy, and this company does not value their customers!!!!!!!!!
5 days or so ago my ADT alarm system malfunctioned. I called to have an appointment set to have a Technician look at the problem. That appointment was scheduled for today. I have been a long term customer of ADT for about 12 years. I was told the Tech would show up today. I was also told I would receive a phone call if they could not come today. I RECEIVED NEITHER!!!! I called Tech Services back today and was told it would be another 8 days before my system would be serviced. I scheduled the appointment and have decided since I am only receiving 2 weeks service for June 2014 I am only going to pay for the 2 weeks service I have been provided. I have also written the Corporate Offices of ADT and told them I would have the system repaired by a reputable company and bill ADT for the repairs as ADT has proven they do not know the meaning of the word “reputable”. If they do not like that way too bad!!!! They can get off their lazy behinds and service their products. The Technical Support people I have dealt with on 6 telephone calls, and the representative I chatted with online, have all been extremely rude and arrogant. Will I recommend ADT to anybody after this experience? NOT A CHANCE!!!! May even cancel the service although I got it because of having been burglarized previously which they are well aware of. Will this email accomplish anything? What do you really think? I will also share this experience with all my online social sites including the many that I write for. ADT you blew it all the way out of the water this time! I do believe a BBB complaint will also follow.
I worked for ADT for two weeks and sold two system and because of medical reason I had to quite, I walked door to door in the hot sun selling ADT securtiy systems and now they don’t want to pay me for the systems I work so hard to sell, I do not understand why ADT will not pay me my commission, they got their money why not pay me. The system were installed in the customer house and I should be paid for my hard work. I am very disappointed in ADT because I encourage people to buy this product I help them make their money, I did my job now ADT need to do what any good bussiness should do pay a employee for the work they have done, just because I had to quite the fact still remain I made ADT money I feel like I should be paid. Very disappointed .
Hello,
I am messaging you & all others that I am able to find that have been ripped off, scammed or screwed over by ADT “Hamilton Tech Drive. It is time that they be investigated and justice gets served. 1st I would like to tell my story.
My name is Steve Winger and I worked with ADT Hamilton Tech Drive as a “Team Leader” running a sales team and selling the security systems of ADT
door to door. I was told from Carmen Talirico “CEO of Hamilton Tech Drive” that I would receive $250 – $350 per sale made depending on the model of the system sold and $450 for the interactive Pulse system. When a team mate of mine makes a sale. Then they were to receive $150 – $200 per sale made depending on the model of the system sold and $250 for the interactive Pulse system. I would receive the difference left over to equal my commission totals. Not only that, I also had bonus levels to make extra cash. When my team’s sales and my sales combined hit 10 sales. I receive an extra $100 area manager pay, then $200 when its 20 sales or more of the regional pay.
In my 1st full month of January 2013 of working there. I was top seller with 10 & top team leader and hit 15 sales for the month. I did not receive the “Area Manager” bonus but not until May 2013. Which was the only time I would EVER receive any bonuses again. In February 2013 again I was top seller & top team leader. Making 11 sales & 25 team total sales. I even had one of my sales rep get promoted to Team Leader (were I don’t make money off her sale any more) she was promoted 2 months early. Which Carmen decided and screwed me over on my team leader pay from her sales. I worked hard to get her performing and closing her own deals. She was suppose to get 10 personal sales for 2 months before being promoted. However that wasn’t the case and I lost 2 months of team leader bonus from her sales.
In March 2013 I was top team leader again with 27 team total sales. As for April till June 6th (when I quit) my personal sales started to drop as week after week I never receive the bonuses and would be told from Carmen & his wife that “its coming”, “minor issues”, “waiting to be funded”, “we didn’t receive your paperwork”, “we didn’t receive your commission tracker forms”.
For a fact I always filled everything the next morning sending a fax to Carmen’s wife, and a photo copy hand delivered to Carmen. That was for my personal & teammates sales. I even re-submitted everything the same way again in the 1st week of May 2013! But still got the same excuses. So I quit June 6th, 2013.
When I left I was told that I would have to wait a year to receive my pay of $5,983.16 owing. So I waited and then when june 6th, 2014 came I was told I now have to wait until November 2014 as there are issues and they are still waiting to be funded. Over several conversation with Carmen & his wife Charlynn they started to say that there are several charge backs. They mention a name that stood out. I looked into it and gave the customer a call. However they never canceled and still have the security system and service. I called some more and one customer that actually did cancel told me that she still has not been re-em burst the $113.00 activation fee that she paid for. She was told that it was in the mail. She called several times over the 8 months and would be told the same thing.
Not to mention I was called throughout that year about other deals that I made. Were their were complaints from the customer. I was told that I still had a legal obligation to handle the complaints. So I did. I was told from a customer that Hamilton Tech drive Installer destroyed their front door. Just ripping off the old door contact. Wrecking the paint and wood frame. Same with the keypad box on the wall. Damaging the wall with larger then normal holes from the screws. That were not unscrewed properly, just ripped off the wall. She stated that the installer was in and out in 20 mins. Which is faster then normal so the installer must have been in a rush.
She stated that she filled a complaint but nothing would be done. She receive attitude on the phone from Hamilton Tech Drive when she wanted to be compensated with the amount it would cost to fix everything. At the end of the day the customer is upset & Ripped off.
Hamilton Tech Drive even buys un-certified vehicle, gets them FAKE certified E-tested and then sells them to the sales reps. Takes the payments of their pay each week. Some have even broke down 4 days into driving it, others were 2 months of owning it & would brake down. Then when the sales reps confront Carmen Talirico about the ripped off deal, he tells them that its wear and tear of the vehicle and we should be grateful for the help that he provided and having pay the vehicle off weekly. Carmen even takes $75 per week from each team leader every week for vehicle maintenance. 6 team leaders that’s $450 per week. RIPP OFF!!!
When a licensed driver was not able to work a certain day. Carmen would have a non licensed driver, drive the sales crew to the field. Would tell him not to speed or do anything to get pulled over and he will be fine. Many team leaders heard and know of this!!!
Hamilton Tech Drive Inc will do what ever it takes to make a fast buck. Lie, cheat, steal and wiggle their way to riches. Hell Carmen receives residuals every month form all his deals for the past 17 years! Yet he still scams his way through customers and sales reps with his business and scams anyone that he gets working for him.
All in all there are so many more sales reps that quit for the same reasons as I & are still owed thousands like me. One sales rep was told that he had to pay for the full deal even though his customer died and wasn’t able to pay the monthly service charges of $44.99 per month!!! I have spoke with them directly with several sales reps and they are on board to do something about it. Some have even receive invoice letter statements saying that they owe Hamilton Tech Drive thousands for canceled deals. This company have been doing this for over 17 years and have ripped off so many sales reps and customers. I WANT JUSTICE FOR ALL and not have them continue doing business like they do. So I am contacting anyone that has had issues with Hamilton Tech Drive and will provide you all the info & contacts to fill complaints. With over 100 people filling complaints to ADT Head personals & different Government Departments. ADT will have to take action on this matter and look into all of their customers directly and compensate all, the different Government Departments will have to investigate their business and methods. Not to mention fraud charges pressed.
Your voice needs to be heard. For your not alone. Tell your story and facts to which ever Government Department you feel suits your situation & inform ADT Head personals what’s happened. One voice cannot make a difference. However with many voices, together we can never be ignored!!!
Below is the information and contact information that you may find helpful in stating your story and or claim.
Hamilton Tech Drive Inc – ADT licensed third party company
Address – 1030 Upper James street unit 308, Hamilton Ontario L9C 6X6
Department of interest
WSIB
– Fraud Department
905-521-4274
Ministry of Labour Standard Division
1-800-531-5551
Commission of Health and Safety
1-877-202-0008
Ministry of Transportation
1-800-387-3445
Employment Standards which still deal with self employed businesses
1-800-531-5551
Better Business Burreau
1-519-579-3080
– have id tag that shows BBB logo on it. Have paper work that we would show in presentation that HTD is BBB certified
They are not! Look it up. On the website it say that Hamilton Tech Drive is not BBB accredited.
https://www.bbb.org/kitchener/accredited-business-directory/roofing-contractors/hamilton-on
ADT Personal contacts
Naren K. Gursahaney
(Chief Executive Officer)
1-561-988-3600
Alan Ferber
(President, Residential Business Unit)
1-561-988-3600
Luis Orbegoso
(President, Small Business Business Unit)
1-561-988-3600
Tony Wells
(President, Marketing)
1-561-988-3600
Bruce Gordon
(Chairman)
1-561-988-3600
Shawn Lucht
(Senior Vice President/Chief Customer Officer)
1-561-988-3600
ADT President Small Business unit
– Kathleen McLean
ADT Senior VP & Cheif information Officer
ADT Investor Relations
– Craig Steem
1-561-226-2983
csteem@adt.com
ADT Director Media Relations
– Sarah Cohn
1-561-322-7029
scohn@adt.com
Small Claims court
– Superior Court of Justice
Plantiff’s claim
“Form 7A OnT Reg. No 258/98”
It has come to my attention that ADT has turned me over to a collection agency for monies due as a result of me requesting to move my services from my old him to my new home. I am extremely upset for several reasons:
1) This is the first and only notice that I have received for which my credit will now be ruined
2) My monthly bill was being paid as an auto withdrawal from a checking account. If there was any amount due why was it not drawn from this account?
3) When we purchased this system, we were told that we could move it and suspend the service until such time that I was able to reinstate it my new location.
4) When I notified ADT to request that my service be moved – I was told that it could not be done and I would have to institute a new service. At that time they indicated that a final bill would be withdrawn through the checking account that the auto withdrawal process.
5) I notified ADT several times by phone and even used a sometime chat without any assistance from your company
I am very conscientious about my credit and am always current on my bills. I am appalled that I have received such disrespectful service from ADT and now am at risk with my credit because of your reckless business practices. If I had received a bill from your company I would have paid it. I notified your company of my new address, my relocation status, etc. so there was never any intent on my part to not take care of my responsibility. What is even more incredulous is that I was just contacted a couple of days ago by an ADT agent to schedule a meeting to assist me with relocating my service and using my move in credit. This is absolute insanity!!!
ADT has violated my trust at every level and I am seeking immediate assistance and resolution in this matter. I have always been willing to pay whatever is my responsibility but will not allow this company to damage my credit reputation and name.
Excuse the typos in the previous post:
Copy and Paste the link below into your browser to access the ADT code of conduct and reporting instructions. In my experience, complaints are taken seriously. The problem is complaints against “authorized dealers of ADT” don’t often make it to corporate. Good luck!
adt.com/content/dam/adt/downloads/about-adt/ADT-Code-of-Conduct_Ethics.pdf
In March 2012, we contacted ADT to have an alarm system installed. We had extra sensors added during the installation and signed a 3 year contract for a total of $1707.00.
The system worked fine and this past May we received a letter from ADT that they were no longer doing business with Security Solutions and our service would end 6-26-2014. First of all, we have never heard of Security Solutions–thought we were with ADT (all of the equipment is ADT!) We proceeded to call Security Solutions and could not get anyone on the phone. We figured we already had the ADT equipment installed, so we would call ADT directly and have them continue with our contract (still have 8 months left).
We were told they would continue our contract and even honor the remaining months we had paid for in advance. We faxed them a copy of the payment made in 2012 and since then we have received two 3yr contracts for $1583 that do not reflect the credit. In the past 3 weeks we have probably made 6-8 calls (and of course, you never get the same person on the phone-even when you have a name and ask for them personally). So each time, you explain the “story” from the beginning and each time you get a different answer. “Oh, it’s in the mail”, or “I will give them your message and have them return your call”. Today, I called and started with the first person who answered the phone-gave her the story from the beginning, and was told she had to transfer me to a different person. Of course person 2 needs to hear the story from the beginning, so I proceed to explain the problem to her. Guess what? She has to transfer me to yet a 3rd person and while waiting for them I am dis-connected. So I start the process all over again. After waiting 10-15 minutes, I finally get someone on the phone who has to hear the story from the beginning. She proceeds to tell me the person I need to talk to is only available Monday-Friday (8am-10pm). This time I ask to speak with a supervisor. After 5 minutes or so, a person named “Dale” answers the phone. He claims he can help with the problem, but has to have someone access my account for him. First of all, if he is a supervisor, why does he have to have someone access the account so he can view it? Anyway, he said as soon as he could find this “special person” he would rectify the problem and “promised” to call me back today. He mentioned he works until midnight, but said he would never call that late. I even mentioned I would still be up, so it really didn’t matter. It’s now 12:33 am and I never received a call back.
I can’t believe their technician’s audacity in making me wait so long for an install and then walking out on the job the day of service for my security cameras. He was ride, malicious, and weird to say the least. I had to find him like ten time on the first day to get him to work on the install and even before then he was telling me to stop the job. He called his manager needlessly and the man arrived at my home without my knowledge. He also walked right in while I was making pancakes to my shock. I was like, who are you?? The ADT techs also found excuse to get me to buy an extra camera at a cost of $495 that I hadn’t planned for because they installed one of the ones in my initial order in the wrong place. This was even though I had wimpy asked them to move it to the designated place originally stipulated in the contract. Something the technician didn’t want to see or go over with me because he claimed to have his own copy and know what to do. He completely bypassed where I told him the most important one should go which was in the backyard next to my daughter’s bedroom window. I even showed him her bedroom and told him that I wanted a camera there before he started setting up anything for the job he agreed. I also told them both that I wanted an internal camera in my own bedroom window facing out through the window. That one was supposed to be the free WiFi cam. Larry took it upon hinslef to place all three purchased cameras costing me well over $1500 on the side of the garage and one in front of my home. I still don’t have a backyard cam even though I agrreed to pay an extra $500 for it. Larry also refused to install it on the next day when he came back supposedly to finish up the install so that my cams would be up and recording that day. He simply walked off of the job because he didn’t agree with where I wanted it to go, even thought the spot and position of the camera had already been stipulated in my camera and okayed, and his excuse was that there was a tree in line of it…althought the tree is thin and not an obstruction at all! He also attacked my character before he left, made me nervous, upset, and disturbed by the way he chose to handle the service from beginning to end within those two days. I honestly did not want that man anywhere near my children or my home…he’s weird. I also expressed to the techs just how important these cams were and why they were being put up after sufferring many dammages and theft to my home and personal items. That importance didn’t seem to matter to Larry much. I also stressed the importance of the safety of my children playing the yard without intercepting trespassers. That had NO significance with Larry at all. *** Larry is a disgrace to ADT *** BELIEVE me when I say that. I changed my credit card information so that ADT can’t bill me for an unfinished service. I also plan on calling police when their installers come back out here a month later to supposably finish the install according to the message my sales rep. left for me on my machine. I’m not done with ADT. I don’t appreciate any man’s disrespect to a woman no matter what the reason (excuse) may be. They only show minimal respect when there is another man around, otherwise they care less about a woman’s right to fair and professional treatment. I can’t wait to have them booted off of my property. I also have BEST BUY coming out this following Monday for an excellent day of service at a fraction of the cost!! Toodles
You have both horrible grammar & spelling. Additionally you appear unstable. Thank you.
This letter is to complain about service I recently received from ADT sales, installation and billing. It started off with a sales representative named Alberto Mejias and his supervisor, John Mullock. I called ADT the last week of May, after getting a quote from a competing security company, to find out how your Security System compared to theirs. After speaking to Alberto Mejias and his supervisor, John Mullock and telling them what I was being offered by the competing company, I was told that I would receive the following: no installation fee and 1 panel, 3 door contacts, 3 window contacts, a key fob – all included at no cost and a $100 gift card to apply to the purchase of the camera, which I had planned on doing. I set up the date and turned down the competitor. I was extremely happy that I was getting the security system and was completely expecting your installers to show up, install it and leave. Instead, what I got was an installer that made me happy by showing up 15 minutes early and installed the panel. That is where the happiness ended. He brought in all the equipment and asked me what I wanted, I told him what I had agreed on with the sale person, but his paperwork didn’t even reflect the same thing. No gift card and this installation guy (Daniel), starts to add up equipment costs and tells me what the balance is after the equipment “budget” is used. He then goes on to tell me that not only would I have to pay out of pocket for the camera, but there is a $300 activation fee! I was never told about an activation fee. So, because it was important to me to at least install a security camera for my family, I skipped the camera and told him to install everything – even though I was STILL going to have to around $25 after everything. I was told by John Mullock that the installation would take up to 2 hours, so that is what I planned for. Two hours went by and Daniel couldn’t get it to work, 4 hours passed (I asked him to step out while I went to pick up my child from school) and he still couldn’t get it to work, 5 hours later and I told him to take the panel off the wall and leave. I didn’t want it any more – I needed to go get my other child. Instead of doing what I asked he stepped out and called his boss. His boss wanted to talk to me. By that time my other child started walking home in 90+ degree heat. His boss assured me – “how about I give you the $100 gift card and a check for $100 and you only have to pay $99 and you will have your camera and I will go out there personally tomorrow to complete the installation. All you have to do is pay the $322 up front”. I don’t know why I agreed, but I did. He came back out and was in my home from 10am to after 4pm. I actually kept one child home from school in case this happened. My other one had to walk home again. I want to point out here that had I been told up front, I would have blocked 5 hours or more for this, but I wasn’t and it affected my job since I work from home. Had I been told I would be paying over $300 at installation, I would have planned for it, but I didn’t expect to have to pay that much. Then to add insult to injury, I got a statement in the mail today for $101. It had been automatically withdrawn from my account. The installation guy told me that my billing would start on the first of the month. That is what I planned for. So, within a week, ADT cost me $423!! $423 that I had not budgeted for!! Your company put my family in a financial bind! All because not one of your three entities seems to work in an honest or ethical way. I feel lied to and cheated and oh….I have to live with it for THREE years because I have a contract. As a minor side note: I tried to call customer service tonight and asked to speak to a manager, the first rep I spoke to told me she would go get one for me and then put on someone named Robert. When I asked what his title was, he hesitated and told me he was another rep. So, lied to again… I have serious issues with doing business with a dishonest, shady company. I am disappointed. I plan on filing a complaint with the better business bureau.
I expected a much higher level of service from your company, and I am quite disappointed. Because I seriously doubt this letter will do much good, I will honor my contract, but I plan on cancelling it as soon as my term is fulfilled. I will be informing my friends and family about this experience.
P.S. You billed me within a week of installation, but I have yet to see this $100 gift card or the $100 check.
I have been trying to get my business system fixed since it was installed incorrectly in October 2013. I am getting the same run around that others have mentioned – poor service, no return calls, rude phone calls asking for payment when I’ve been disputing this bill for months! I am told to write to the Corporate Complaints Dept. in Boca Raton, FL. So I send them a three page letter on April 5th – and have not heard one word back in over two months. I think it’s a black hole that all complaints go to and no one cares nor responds. My system never recorded on the DVR until I had a theft and went to look for proof – I was horrified to find the DVR stopped recording 2 hours after it was installed and I had nothing to work with. They refuse to take responsibility for the shoddy work of their employees. They promised to protect my business and have failed miserably.
Moved to a new house. Through nextdoor.com, adt’s rep contacted us. Came in surveyed the house, quoted installation and service. It is now a month later, and everything is 2 steps forward and one step back. System is not connected, we don’t know what windows and doors are actually wired, they have knocked out our fax line for 5 days now, and we have yet to hear when someone will show up to resolve that. Their salesman and their installers were told that we installed a copper/non-VoIP phone just for fax and the alarm, they cut into the VoIP and disabled that for a while. They dismantled our network patch panel and did not close it back up properly. They ran lines through the patch panel and never removed them…..mother feeling is, “We have your signature and card number, good luck”
I am writing this comment in hopes that someone calls me to help. I am a very dissatisfied customer who cancelled my service after getting a rate increase that I was never notified about. I called on several occausions to get some assistance and I was never able to get the help I wanted about a decrease, all they wanted to do is sell me more. Now ADT wants to charge me $204.88 as a penalty for cancelling my policy. I am going to call the Better Business Bureau and report ADT for their bad busniess practices and poor customer service. First y ou make it impossible to reach anyone that wants to help a customer. It was a lot of work just to find this site in order to send a note in. I am going to write a letter to the CEO in hopes that he actually cares about customer feedback and wants to improve.
My house was broken into last September, I was home at the time everyone was traumatized by incident ; so we didn’t do any research my daughters call ADT and here we are with another problem. This system never worked as outlined in the contract, it would go off several times a day when no was home and if I was upstairs n it was activated I could not hear it. After several complaints they came out once said it was my steal from door and they could not make it any louder. They double bill, my checking account going into overdraft; I stopped them from automatically withdrawing from my checking account so they send my account to collections; they claim it cost for their equipment but they won’t come and take it. Everyone who has dealt with their customer service reps know how rude they are. Someone needs to launch a class action suit against them or else ADT will not do better
I have been bombarded with calls from ADT , trying to talk me into purchasing there system. I have told them NO . and to please stop calling me. But they continue ,now they call at least three times a day. I even put my phone number on the government ,DO NOT CAll list. But the calls continue. What must I do to spot these phone calls.
I am another EXTREMELY DISSATISFIED CUSTOMER. I had previously had an outdoor monitor system installed that worked great. I decided to upgrade and spoke with my sales rep (who is no longer affiliated with the company,) I wanted to add the pulse system. LAST YEAR, I met with a different sales rep. We went over everything and the installation was scheduled. Well, the installer came out. He did not have enough equipment to complete the installation. I texted the sales rep from November through February of this year and have gotten no assistance. He did tell me that he had moved and interested in helping me with some storage units and he would really love to have a grandfather clock in his new place. I have texted him, called the manager of the local area, and requested that someone contact me. ADT BILLING CALLS ME. THEY WANT THEIR MONEY BUT I AM UNABLE TO GET MY INSTALLATION COMPLETED. I have spoken with several representatives about the bill, but nobody is interested in completing installation. Even when they know I had no footage to show the police about the stalker lurking around my house!!! I requested that ADT come and remove the equipment they installed since they are unwilling to complete installation. ADT’s reply was I had to pay for the installation and the contract EVEN THOUGH THEY ARE UNWILLING TO RECTIFY THE SITUATION. I keep getting referred to the local office and the sales manager. I can’t even get my phone call returned.
I cannot tell you exactly how done I am with ADT. I was going to voice my displeasure on the survey they told me take after my call with them, but apparently they knew what I would say and kept having the message loop. I have had numerous problems with this company from raising my bill despite having a contract signed, the equipment being faulty but today takes the cake. My alarm has been spontaneously beeping every three hours or so for the past week, driving everyone in my house crazy – I guess because of a low battery. I call last week and was told today was the earliest appointment I could get, between 12 and 5. I took the day off work. Yesterday I got no confirmation call. So today, at 10 minutes to Noon, I call to confirm myself. The representative said sure, they will be there between 12 and 5. Well at 5:30 I call and do you know what they said? We called this morning and said that we couldn’t come out because their Technician called in sick. First of all, you are ADT, you only have one Technician that can service a metro area? ARE YOU KIDDING ME??? Then, why didn’t the person who answered the phone this afternoon when I called know that. I took an entire day off work!! They are coming in next Saturday, but my contract is up in July so I am DONE. From the other complaints on here I cannot believe the CEOs do nothing – unacceptable and poor customer service.
I’m not taking the time to write down ALL the problems I’ve had with ADT. All I want you to know is I have never dealt with a more untrained, unprofessional bunch of people in my life. You will find a complaint on file at the BBB in Boca Raton. And also know when my husband and I move in 2 mths ADT will not move with us.
HAD MY SERVICE TURN ON APRIL 2014. ADT PROTECTION AND ADT SECURITY BOTH STARTED DOUBLE BILLING MY DEBT CARD. TWO MONTHS LATER STILL NO REFUND. REQUESTED THEY START SENDING ME BILLING IN MAIL SYSTEM AND TO NOT GO INTO OUR ACCOUNT ANYMORE. NEXT MONTH WHAT DO I FIND BUT, ADT BACK IN MY ACCOUNT AGAIN. HAD TO GO TO MY BANK TO CANX MY DEBT ACCOUNT IN ORDER TO STOP THE DOUBLE BILLING. BEEN WITH THIS COMPANY FOR OVER 8 YEARS. BUT ONCE THIS CONTRACT IS UP NEVER AGAIN. THIS COMPANY HAS GONE DOWN HILL QUICK…EARL BROWN
I understand your pain. I transferred my account and they charged me for cancelling my account. took almost 650 out my account in the blink of eye. none of that was ever mentioned to me. my account goes into overdrdaft and because I have overdraft protection they dont want to give me back my fees. Little do they realize if they would have done the transfer right in the beginning this would not have happend. but because I was on that auto draft that happened. i told them to take me off. if i get the money to cancel ADT before my contract end date they are good as gone. I am so disgusted.
This letter has been filed with the BBB. ADT contract obligation. Contract was verbally stated to end June 2014 due to policy of move being waived for contract renewal.
In June 2011, I Jennifer Wimmer (719)232-XXXXX, started services with ADT with the intention of 3 yrs of service (Account# 30898XXXXX) XXXXX Proud Eagle Dr 80915. There was a 3 yr contract obligation that was signed and agreed to. On October 28, 2011, an unexpected move came up. I called ADT to discuss the move and had been told that my contract would have been extended to Oct. 2014. After being told this, I had requested to speak to a supervisor. When speaking to the supervisor regarding the move and the services, I had requested that my contract NOT be extended to October 2014 and stay to end at June 2014 due to the short amount of time I had been with ADT and the reason and cirXXXXstances of the move being unexpected. The supervisor of ADT that I had spoken with said that this would be done. We left the call with the agreement that my contract date would end June 2014 rather than Oct. 2014. A new account was created (Account# 30926XXXXX) XXXXX Pony Tracks Dr 80922, with the impression of my contract staying at Jun 2014 leaving the conversation with the supervisor. Each month for 3 yrs money has been pulled from my account automatically with no intent to stop services until the 3 yr contract period was over. On Apr 3, 2014, I called ADT’s customer service offices and spoke to a representative (Rep: jxcsande) about credit card information and account obligation terms. She had informed me that she could not schedule a future dated cancellation, but I could call back on or after Apr. 15th to cancel out of ADT services with no penalty. I was under the impression that my contract obligation would expire 06/2014 due to my conversation on Oct. 28, 2011, but I chose to follow under what was stated with the Apr. 15th date. I did this because this is what the representative on Apr 3rd lead me onto believe. On Apr. 28th, 2014, I called once again to the ADT customer service offices to cancel services. I was told there would be a early penalty charge for canceling services prematurely. I then requested to speak to supervisor. Ericka (RepID: 1456), whom is a billing manager for resolution in the Fl. offices, came to the line. She was extremely argumentative and her tone in voice was not to the quality I would expect from a customer service representative. She said that in her opinion that I “was only trying to get out of a contract” and that the information that I had been given was misinformation. That ADT has policies and only on occasion do contracts get changed. In this case, my account was not notated and that I would be held accountable to the Oct. 2014 contract date for services. I requested to escalate to her supervisor but was turned down stating that she had “given me all the information I needed”. I then hung up the call with her after getting customer relations address to write a letter. I feel that I was mislead by ADT to believe that the supervisor from Oct 28, 2011 I had spoken to told me that my contract would stay at Jun 2014 and not renew with the move, and then come to find out the changes were never made or notated. Then, a 2nd time on Apr. 3, 2014 when told that my obligation from ADT would be over on Apr 15, 2014. Because the account was not notated properly on that date, I am getting penalized. As a customer, I believe that ADT should be holding up to their promises and what is stated to the customer. My trust for this company is little to none. I have since found that when representatives come into a customers account it is not foot printed with their information, only if account is notated will the name of the representative be tagged into a consumers account. To me, this is not protecting my CPNI rights as a customer. I have exhausted all of my options to get this issue resolved and have not been successful. I feel that what was promised in Oct. 2011 needs to have a reconsideration for what was said and agreed to.
I had my ADT system installed on tuesday April 15, 2014, for which I took the day off. Since the installation the systen was not operating properly. I called ADT for 10 staright days trying to get to someone who would assit me but kept getting the runa around and being placed on call for extensive periods of time, upwards to 15 minutes at a time. I was on the phone for over an hour each day.
So, I am paying for a system that was inproperly installed. I demanded my deposit back and my contract to eb cancelled. iw as told i could not cancel my contract, I told ADT you have not provided me with a functionig service so I want to cancel my contract as the contract states you are to provide me with a system that works.
On Saturady, April 26, a technician came out to repair the system. While he fixed one problem my system is still NOT oeprating properly as the AWAY function does not work.
I am disgusted with ADT’s practices. I have just now placed a copmplaint with the Betetr Business Bureau and will be contact the local new stations for their assistance to get this on the air.
I want my money back and mys ervice cancelled.
Does anyone even read these emails..? Do they get help for the powers that be? I NEED HELP… Someone PLEASE HELP ME. This is my 17th call and I have gotten nothing resolved. It’s been two days and I cannot get ADT to give me the correct number to have my service cancelled. They give you three days to cancel but all the number are wrong and NO ONE CAN DO ANYTHING! THIS IS THE WORSED COMAPANY I HAVE EVER DONE BUSINESS WITH. THE SENIOR LEADERSHIP SHOULD BE ASHAMED OF THEMSELVES. BUT HEY AS LONG AS THEY GET THE BIG BUCKS FROM THE LITTLE GUY BY SCREWING THEM OVER… I CANNOT BELIEVE THE LAST 24 HOURS…
No they don’t!!! This is a horrible company and it also screws it’s employees over as well. My husband was an employee and was fired for someone elses misdoings. 7 years he worked for them. Now we have no health insurance and missed wages. Luckily he found another job but ADT fought his unemployment filing and WE HAVE TO PAY THEM BACK!! Dont use ADT they dont care about their customers or their employees.
Victoria, i agree with you, my husband was let go after giving his notice that he was leaving the company, and this was after they charged him back for a install that corporate cancelled for no reason that was to be installed 10 days later, and they never paid him vacation pay they owed him, along with a bunch of other items that they never paid him for. If it were not for the amount that we would have to pay to break the contract we have, we would be gone in a heart beat.. After having dealt with them as a spouse, i would not recommend this company to anyone.
On 2.19.14: Called ADT to cancel one of my ADT accounts.
Rep said would cancel & confirm via email…did neither
On 2.24; Called ADT to inquire on the cancel and missing cancel confirmation
Rep said acct was in fact canceled, but it takes 30 days on email confirm of cancelation
3.21: Called ADT on newly received Balance Due invoice
Rep said ” I see the cancelation on 2.19; dis-regard invoice
4.22: Called on SECOND Balance Due invoice
Rep said” Account not cxled
Manager said wouild handle and send cxl letter
Ridiculous and a totally unacceptable was to run a business.
If ADT is the largest, I can guarantee it will not be for long. These folks need to take ownership of their foulups. I for one am now cancelling my oyher ADT account
I am sadly disappointed with this company. On behalf of my deceased brother, they have been collecting the cost of his security system for two and a half years without ever checking his system or calling him to see if the system is still working. The last time a signal was sent was January 2011! ! ! However, they have still deducted the funds from his account. My brother passed away in March and the account # has been changed to finally see that the unit was not even working. alled customer service and they said they SAW where the last signal was in January of 2011! They still needed to send a technician out to verify the condition of the unit. Two weeks later a tech came out and verified that it was inoperable. WOW! Called back to customer service billing and flat out refused to give any sort of refund. My brother was 72years old! Did he really have to call in monthly to have them send a signal to his system for a check????? That is rediculous to me and they should pay something back for the length of time they have been deducting from his account! !
I was on hold last night for 25 minutes as my alarm was beeping every 45 seconds. There was no reason on the key pad, I pay the alarm on STAY, turned it off, put it back on STAY, and still the beeping went on every 45 seconds. When the 25 minutes were up, instead of getting technical service, I was put through to their stupid survey. This 45-second beeping has been going on for several days and is a nightmare. I just tried sending an e-mail to their corporate headquarters, but of course the e-mail listed is not a proper e-mail. I called the corporate office, and a voice message said their offices are open from 8:00am to 7:00pm. Of course I got a voice message telling me to leave my name and telephone number. The CEO of this lousy company is NAREN K. GURSAHANEY; the CFO IS KATHRYN A. MILKELLS and the COO is MARK N. EDOFF. Of course there are no telephone numbers for them.
I was furious and very frustrated as it is very difficult when an alarm is beeping every 45 seconds. ADT’S SERVICE IS HORRIBLE. THEY DON’T CARE ABOUT THEIR CUSTOMERS. THEY SIGN YOU AND AND THEN THEIR ATTITUDE IS ‘WHO CARES”.
I expect an answer from them or there will be hell to pay. I agree with the previous comments already made about them, THEY ARE THE WORST ALARM COMPANY IN THE COUNTRY!!!!!
A month ago I had an appointment with a Sales Consultant to quote me on some additional security. The appointment with Rajendra Craig Chetty was not kept as he never arrived. After a month and five requests to salesappointments.za@adt.co.za, I have to date not received so much as a, ‘thank you for your e-mail’. I can actually not beleive that this organisation is still in business, with a sale department this USELESS.
I have no idea how to escalate this matter and would rather just have somebody contact me in order to start the process of cancelling my contract
It is now another week later and still no response. I have however received an acknowledgement of receipt of this complaint from ‘alwaysthere.i@adt.co.za’, but clearly nobody has any intention to get back to me on this issue.
I am so unhappy with this Alarm company. It has been a hassle since July ’13. They don’t care about your well being at all. They will transfer you to the wrong person, just so they don’t have to deal with you. I would NOT recommend this company to anyone. They are a rip off. Oh yeah, there are many hidden fees and a horrible 3 year contract.. I am currently looking for a new company and setting up arrangements for the cancellation fee. I am beyond PISSED at this company. NEVER AGAIN!!!
I called ADT today to have a system removed from home I purchased. It looks extremely dangerous and has a burned cord. When calling I spoke with Marlin 42GNM operater. I told him I am worried it will cause a FIRE. I will hold ADT responsible IF this occurs. He said thats fine. They will only come out for a fee. Does not care its dangerous equipment,
Then I tried to email the headquarters. That does not work either. Website has issues too.
Do not do business with ADT
Not a happy customer anymore! Called ADT to place alarm in maintenance mode to replace a sensor battery. Gave up waiting after ten minutes and replaced the battery. Twelve hours later I received an automated alert via telephone that I had a fault with my system……not very timely! Then a tried to email them this morning using a link on their website and I received a “rejected” notice.
This is by far one of the most incompetent companies that I have dealt with and I am sorry that I am stuck in a contract that will last for three years. I have not had a working alarm for 8 days because the AT&T towers are “down”. I was given an appointment from 12-5. I called at 3:30pm to get a time frame and was told that my appointment was cancelled. I spoke to a manager in the scheduling department (kristen) and she rescheduled my appointment with an emergency technician between the hours of 8pm-10pm. I was called at 7:50pm by the technician and was told that he could not fix my problem because it is after hours. I called the scheduling department back and spoke to Tanvir who told me that the technician Jerome McCray stated that he had come by my house and no one was home which was a lie. I have been home all day waiting for a technician and left the house for thirty minutes at which time my father was home. I called the technician while I had Tanvir on the phone and Jerome hung up immediately when he was told that I had Tanvir the supervisor on the other phone and asked him why he reported to ADT that he came to my house and stated that I was not home. I am now told that I will need to reschedule and have another appointment to wait another 5 hour block. I have now been calling or on hold with ADT on and off since 3:30pm and it is now 10pm. Please DO NOT EVER DO BUSINESS WITH ADT. I would not recommend the hassle or headache with dealing with misinformed supervisors(Kristen) and liars(Jerome) who will keep you waiting and lie about coming to your house AND still not have a working alarm system. Tanvir did finally help and scheduled an actual appointment time to hopefully fix my alarm. I have specifically asked that Jerome not come to my house.
We have been customer since 2012. ADT did tons of goof up, reflects in the customer history. Things got worse when we relocated. We made an installation appointment as a relocation customer. The rep. had no clue, he is trying to sell his package as if we are new customers from selling equipment and installation and getting in a new contract, different than what was told by the relocation dept. rep. Till today, it has been seven and a half month, we repeatedly requested to speak to an area Manager. No such Area Manager has tried to contact us. We have left several voice mail from Paul Singh (510)786-5068, Ara Manager and contact no. shared by the sales rep who visited our home. ADT employees does not have any accountability. None of their corporate phone number works 560-988-3600 and Pleasanton office/local office 510-785-2912 connects to a local rep. Have never come across such a horrible company who is still in business and does not take care of it’s customer. Jacksonville employees, has such a nice excuse, stating sorry, we cannot do much other than inform local office, cannot connect with someone, cannot see any local number, etc. All I have to hear lame excuses. Please do not put up with such a horrible nightmare ever. ADT took our peace of mind. They play with your credit and does not take accountability. Horrible company and worse service. They will pull you and suck you out to death.
How does ADT get my phone number to cold call me? I asked the person that called me from ADT and she said “it just pops up on her computer screen. I keep adding my phone number to the do not call list but it just doesn’t seem to do any good.
ADT IS A PIECE OF S*** COMPANY… I GOT THEM IN AUG OF 2010 FOR THE FIRST TIME AND EVERYTHING WAS ALRIGHT AT THAT HOUSE THEN TRANSFERED SERVICES TO MY NEW HOUSE IN AUG OF 2012… NO ONE EVER TOLD ME THAT MY 3 YR CONTRACT RESTARTS WHENEVER I MOVED.. SO STARTING AUG 2012 IVE BEEN A CUSTOMER FOR 2 YRS AND NOW IM AGREEING TO BE A CUSTOMER FOR 3 MORE YRS WITHOUT EVER BEING TOLD… NOW THE WHOLE TIME I HAD ADT AT MY HOUSE FROM AUG 12 TO MAR 14 THE SYSTEM NEVER WORKED RIGHT FIRE ALARMS ALWAYS GOING OFF FOR NO REASON THEN FIRE DPT SHOWS UP AND SAYS ITS THE WORST INSTALL THEY HAVE EVER SEEN AND ITS NOT EVEN UP TO CODE…SO I CALL THEM OUT TO FIX IT AND THEY SAID ITS PERFECT GO FIGURE… SO THEN EVERY OTHER WEEK THE BATTERYS FAILING AND CONSTANTLY BEEPING 24/7 WHO THE F*** WOULD WANT TO HEAR THAT S***… I COULDNT EVEN SLEEP.. SO NOW THAT I BUILT A NEW HOUSE LAST MONTH AND MOVED IN MAR 14 I DIDNT KEEP THESE IDIOTS SINCE THE SYSTEM DOESNT EVEN WORK WHY WOULD I WANT IT???? SO WHEN I CALL TO CANCEL AND TELL THEM I HAVE GUARDIAN NOW THEY TELL ME I OWE THEM 800 FOR A CANCELATION FEE… .HHAHAHAHAHH SINCE I WAS SUPPOSE TO HAVE ADT FROM MAR14 TO AUG 15 ACCORDING TO THE CONTRACT NO ONE TOLD ME ABOUT.. LITTLE WEISELS… SO NOW IM STUCK FIGHTING WITH THEM ABOUT THIS 800 AND IM GOING TO TAKE THEM TO SMALL CLAIMS COURT.. I CALL ADT AND TELL THEM IM NOT PAYING SINCE EQUIPMENT DOESNT EVEN WORK AND THEY TELL ME SORRY YOU WERE INSTALLED BY AN OUTSIDE AGENCY AND WE JUST MONITOR SO WERE NOT RESPONSIBLE HAHHAHA.. WITHOUT WORKING EQUIPMENT U CANT MONITOR SO THERE FOR THERE WAS NO MONITORING BEING DONE BY ADT SO I DONT OWE THEM ANY MONEY… ANYWAYS I HOPE ADT DIES LOL
I have been a customer with ADT since 2009. I have had many issues over the years but stuck it out. Today (03/31/2014) was the straw that broke the camel’s back. I called because my bill was 3 times the normal amount. First person transferred me and the young lady she transferred me to told me I did not pay my bill in March 2013. I am adamant about paying my bills and knew with my hold heart this was not true. She was rude and talk to me as if I was a child and told me she can not teach me how to navigate through the system to view my payment history and she would have to transfer me to web help. Wrong move, after I put her in her place I requested to speak with a supervisor. I don’t remember her name I was soooo heated I forgot it. After placing me on hold she came back and said no supervisor was available and she requested one call me back. Next I told her to go ahead and transfer me to web help. This young man was even more rude, so rude I let him have it and hung up in his face. A few moments later a supervisor called me back by the name of Stan….(well that’s what he said his name was when I asked). He told me I did not pay my bill in 03//2013 and 06/2013. After going back and forth with him I got off the phone logged into my bank account and what do I see on my bank statements for March and June 2013, payments for ADT, March and June 2013 were drafted from my account. I called back again and spoke with Ciara in billing and she advised because I opted out of automotive payments (FOR THOSE MONTHS) the system took it as me not paying my bill. She then said she was able to see those payments were made and my account was fine after she corrected it. Only if Ciara was the first and only person I talk to. Even the supervisor is ignorant and unknowledgeable. How dare you call me and say I did not pay my bills and we don’t charge you a late fee (like that makes a difference) before doing any type of research to my account. Excluding Ciara, this is by far some of the absolute worst customer service I have EVER experienced in my life. I am canceling my services after five years. This type of ratchet behavior should be outlawed. I wouldn’t recommend my neighbor’s dog to ADT. I am going to spend the day tomorrow researching other companies and I’m out on the first thing smoking.
2 fingers!!!(peace).
Our home was robbed. We immediatly called ADT along with another company and we didnt care about cost, we cared about when they.could get here to put the system in. Well, she PROMISED me that somene would be here 12-5. I get a call at 300 telling me they are not able to able to make it out till Tuesday. I made it clear when I first spoke with the woman that we are staying Home from work because we cant this comng week, oh no problem we care about your safety and will be there Satuday to help you. I have never been so disgusted with a company in my entire life. They just lost a huge sale pulse, and we were going to do all pf our windows with glass shatter sensors and every single person that I spoke with, managers included had an extremly rude tone. This company could have got someone out here, pay them time and a half. Do what you have to do but nope, they could care less. Next comment/complaint is to the BBB. DO NOT GO WITH THIS COMPANY!!! I am now going to all of my neighbors to tell them to not to use ADT!
I have been a customer for many years now; First with Brinks, then Broadview and now ADT. In all those years, customer service has never been as bad as it is now with ADT.
My batteries in my wireless devices, in particular my motion sensors, are getting old. I have the maintenance contract with the system and when the first motion sensor started beeping because the batteries were low I ordered new ones. The service people only sent me two and my sensor takes four so I had to wait a few more days to replace the batteries. All the time, my panel would start beeping every 24 hours and I had to hit the cancel button twice.
I now have another sensor showing low batteries so I called again to get replacements. I called on a Saturday, so I did not expect the batteries to ship out till Monday, but I was told by the rep that answered the call, that I would get an email with a Fed Ex tracking number as soon as the batteries shipped. When I did not get an email by Tuesday, I called again. I was given some lame excuse and told I would get the email by the end of the day. It is now Thursday and no email, no batteries and the alarm panel beeps every night at 11:30; waking me up to press the cancel button twice.
If I do not have the eight batteries requested and promised, in my possession by 4PM Friday, I will call your competition and have your system removed and theirs installed.
The clock is ticking.
Michael R. Mallon
Sent to Corporate office via fax as well.
I signed a contract with Secure Watch for ADT services at my home, I moved so I transferred my service through ADT and was assured that I was doing exactly what I needed to do to honor my contract. Now I find out that ADT charged Secure Watch for cancelling my service even though I am still paying my bill every month, ADT didn’t transfer they made a new contract. So Secure Watch has a derogatory mark on my credit report because ADT manipulated my account. I am still paying ADT every month not because I need security but because I pay all my bills on time and I have never been late on a payment. I did the right thing by transferring instead of cancelling my contract yet ADT is not honoring their end of the deal. I have never been so blown away by how a company does business that I am now. So I have to pay Secure Watch $1011.00 plus my ADT bill each month or I have to pay an attorney to handle this for me. RIDICULOUS!!! Lesson learned….
Today I had the worst experience over the phone trying to get some assistance with setting up for a technician to come out to my business to replace a sensor since I had a break in at my business. First off the agent was rude I know she knows her job but sometimes its not good to be too XXXXy and just not helpful at all. She talked down to me when she doesn’t understand as a business owner this is something I need soon as possible not over two weeks unacceptable what if another break in happens I will never know and that defeats the purpose of having ADT. Anyways she transferred me to another agent just dropped the call on them I had to explain my issue again then they went through several other agents. just over bad day and I think I will start looking for a new alarm system company i’m tired of the hassle.
Back in October 2013 I had ADT security installed. The product I got was nothing near what the salesman quoted. He said my home would be 100% secure. One of my bedrooms had nothing installed in it. I called and for a discounted rate they came out and secured one of the four bedroom windows and provided fire protection. I didn’t check behind the technician but later my wife discovered that three of the windows in this bedroom were still unsecured. Also one of the remotes quit working. I called and was told for an additional fee, they could come back out and as for the remote, It was two days out of warranty. I filed a complaint with the BBB that did no good. I was also told that there was a six month moneyback guarantee. Well, I tried to cancel and was told that this didn’t apply to my case. It must be an installation problem to have this guarantee honored. I will not renew my contract but I got a long time to suffer. But I plan on telling everyone about my experience with ADT.
The BetterBusiness Bureau will be contacted due to discrepancies in agreements made by ADT when I had an alarm notice and when requesting additional work by ADT.
When I upgraded to ATT Uverse, the alarm would not signal the monitoring company. ADT instructed me to call ATT and have them come out to check the lines. ATT came and instructed me to call ADT.
At that time, a salesman advised that the alarm system was not compatible with ATT Uverse. We agreed to upgrade the alarm system at $49. and an increase of $12+ monthly. I accepted this offer. When I asked if there is a Senior discount, I was advised to join AARP and receive a 10% discount on my monthly monitoring bill. So I joined AARP.
When I called to update my profile and receive the 10% discount, I was told that ADT no longer provided a 10% discount on the monitoring. Only the new equipment.
Services and pricing was poorly represented. The entire experience has been a nightmare. The only redeeming event was the ADT Representative: Malik Jarvis, knew more than ADT and ATT sales.
I fully expect ADT to honor what was represented – 10% discount on monthly monitoring !
Regards,
Cynthia Peppeard
I really feel bad for these people who are writing in with all their problems.
I bought my first home (in Missouri) in 1998 and had ADT installed immediately. I bought a second home (sold the first) and immediately had ADT installed at the new home. When I moved to Mississippi in 2003, I had an ADT system installed in my new home there. And in 2013, when my wife and I moved to Melbourne, Florida, we had an ADT system installed.
Four homes, over 16 years…..I have never experienced ANY of the issues that I am seeing on here. I’m not questioning the validity of these posts, but it does seem odd….am I the only person out of several million who is completely satisfied? Going one step further, if ADT is that bad, how do they seem to own the market? I’ve known several people who swear by ADT, and I wouldn’t even consider switching to a small “mom and pop” security company….not when my family and property depend on it!
Of course, there are instances where billing or service lacks….in ANY business or vertical market. But I am very happy with ADT as a customer!
JF Breckenridge
Melbourne, FL
WE HAD THEM PUT A ALARM SYSTEM IN OUR HOME THE GUY PUT THE CONDUCTOR ALL IN THE WRONG PLEASE HE PUT THE ONE IN THE BATHROOM WHERE THE SHOWER HE LEFT THE MOTION DETECTOR ON THE TABLE HE HAD TOO COME BACK THEN THE ALARM HAD WENT OFF AND THEY DID NOT CALL THEN THEY CALLED ONE TIME AND IT WAS A RECORDING SO I REPORT THEM TOO THE B/B/B AND WAS GOING TOO CANCEL BECAUSE IF THEY MENTORING OUR HOME THEY WERE DOING US NO GOOD THAT IS WHY WE HAD IT PUT IN TO PROTECT OUR HOME AND US IT WAS SATISFACTION GUARANTEED SO I CALL AND THEY SAID I HAD TOO GIVE THEM A CHANGE TOO COME OUT AND CORRECT IT SO WE GAVE THEM THREE CHANGE,S THE ALARM KEEP LOSE TIME AND THEY SAID THERE WAS SOMETHING WRONG WITH THE PANNAL SO THEY PUT ANOTHER ONE UP AND IT AS LOSE 30 MIN AGAIN SO I CALLED THEM AND THE GUY SAID DO YOU WANT TO CANCEL SO I SAID YES I HAVE WROTE TO THREE CREDIT BEAU’S AND TOLD THEM THE SITUATION AND WROTE TOO THE B/B/B AGAIN I HAVE CALL OTHER COMPANY AND THEY SAID YOUR CONTROL SHOL NEVER LOOSE TIME
My husband and I both agree that the ad for your company’s services ( with the woman showing enough leg to obviously rtry to lure, I am assuming, male customers) is sooo very distasteful that we wouldn’t buy or use your services. We’re not prudes, but to have to look at a woman who is obviously very impressed with showing off what she considers (apparently from her pose) her shapely legs clear up to where the sun don’t shine shows, not only lack of imagination on the part of your advertising staff, but is an insult to the intellience of the potential customer she hoped to lure.
The customers above this comment are right. I have had many of the same issues that they have and I just recently started the service on 1-24-14. Naren, please give me a call and I can help you fix this company before it goes down. I suggest you have an undercover customer call ADT and record all the steps and follow the process from beginning to the end….then you would concider a law suite. I could not work for a company like ADT and I wish I would had done my home work before I called ADT. All of the ADT employees have O abilty to solve customers issues. Give them ownership. Allow them to fix problems, they will take more pride in their jobs vs the all I can do statements I heard. I could go on and on but I’m tied..Had a service call( took 5 days to get an appointment) from( the SUBS) Protect Your Home 3-4-14 at 11:30 am then false alarms go off 3-5-14 at 12 am till 3:30am. I had to turn off the system the day after a neighbor had a break in. Your company really WOWs me the wrong way. Good luck! Sounds like Vegas blackjack dealers words? No, your reps have told me that my chance of getting my system fixed or service the same day is 50%. My score O. No show or call. Shoud I just keep taking this? If you guys really care? Prove it! Call me. You have my cell number.
I’m so disappointed that ADT did not post the complain I wrote earlier today about what happened yesterday. I did not see this coming from Corporate. I guess I ‘m going to post the recordings of the conversations I have with ADT customer on different websites.
Thank you.
I recieved a bill on the mail charging me for my monthly bill and an extra one. I called ADT and they told me that It was from the month of Jan 2013 and that ADT just up graded the system and the new system said that I never paid for the month of JAN 2013. I told them that it was probably a glitch in the ADT new system after I assured him that I had paid my bill already. I figured out I was talking to a wall so I hung up. I called my Bank and they E-mailed me the statement from the month of Jan 2013 confirming that I paid my bill on Jan 10 2013. I then called ADT again and spoke to a women this time I told her about the bill, she said it was from the month of Jan 2013. That I have never paid for that month. I told her I have my credit card statement in front of me and it shows a payment to ADT for the month of JAN 2013, she told me she had to talk to her supervisor, I was put on hold few minutes. she came back saying OOHH I gues you were right Mr Hernandez you did paid. REALLY. Poor customer service and no INTEGRITY on ADT. BY the way saying that you’re sorry about the issue on the phone does not fix the issue of ADT trying to STEAL money from their customers.
I wish to file a formal complaint to your office regarding my monthly contractual payment agreement of $45.99 which was increased to $48.78 for a period of one year. This increase was made without my knowledge. When I discovered this increase, a full year had gone by. I ask that you kindly re-imbursed me in the amount of $33.48. This amount reflects the additional $2.79 which was added to my bill last year. If I do not hear from you within 30 days, I will terminate my contract with ADT and find another reliable and more honest security system I can trust. Thank you and have a nice day.
ADT is a joke. Been a customer for over 20 years. Just called to cancel our account and since 2011 they have not been monitoring our system…they have been monitoring a neighbor and billing us. We have not been monitored for three years, and didnt know it, but have been automatically billed for this whole period, while they monitored the neighbor!!!! On Monday I will be calling my attorney and seeking damages for the three year period we were left exposed.
I had a problem with three of the ADT reps when I could no get the alarm system to go off telling me the second backup to turn it off was in the attic. By the time the third person told me that I went up to the attic and fell through the roof into my garage and tore ligaments in my knee. When I called back the forth time and explained what had happened while in pain I was then told the backup set right behind the alarm setup in the closet in my hallway. If the first three people would have told me that I never would have been in the attic and had this accident. This cost me and my insurance well over $3800 out of my pocket which they should have been liable for this not me. I was very disappointed to say the least and unsatisfied with the system techs.
Hi All,
Attached please see the humiliating letter that was sent to me. Please see all the trailing e-mails.
In fact I should be taking you to court for giving me a faulty system.
This is the final straw for me, when a service provider because of their incompetence and poor workmanship now uses strong-arm tactics to force me to pay for something that is not 100%.
Furthermore attempting to turn a law abiding citizen into a “bad debtor” on credit bureau.
THIS IS THE FINAL STRAW. PLEASE DO THE FOLLOWING WITH IMMEDIATE EFFECT:
1. GIVE ME BACK MY MONEY
2. REPAIR THE DAMAGES THAT WAS DONE DURING INSTALLATION (WHICH WAS POINTED OUT AND PHOTOGRAPHED BY ALL YOUR PERSONNEL THAT YOU SENT TO MY HOUSE)
3. COME AND REMOVE YOUR FAULTY SYSTEM
I have all my differences with ADT doXXXXented.
Please treat this as final, failing which I will be forced to follow due process in this matter.
If you like to treated rudely beyond belief to the point of actually baiting you you in order to be able to be hung upon just order up adt for your entree. Rude doe`s not fully explain it.. They are so unprofessional you will be mystified as to why you considered this alleged company. Nothing that is agreed upon when signing up happens..call them..RUDE.. My advice is just pay the cancellation fee and lick your wounds and well that you should and find a local security company. Sign me PISSED OFF..Edward Dube
I was a customer for years with Devcon Secuity in South Florida. They were recently taken over by ADT. I pay for in house service. I called them 10 days ago to tell them my glass shatter device was not working. They sent out “Miguel” who had a Devcon/ADT truck, but no ladder to reach my ceiling and alarm panel. He tried to replace the glass shatter sensor with 2 new ones, each not working. He told me his manager was ordering a “newer model” sensor. I was away on business and when I returned I called the service number. After several attempts, no one has called to say your new sensor is in and we will be out to install it. I spent 2 hours today trying to get through to a supervisor on their toll free line, all to no avail. Moreover, I told the last person I wanted a supervisor to call me. Never happended. I thought I would google their president Alan Ferber. Well, I was atonished that their corporate office is supposedly located in Palm Beach County, Florida. The number publised rings off the hook, they have no real corporate address to write to. Needless to say, this is what happens when “big” frims buy out the guy who cares. ADT customer service is eqivilent to a third world country. I spoke to a Megan who hung up on me when I said I want a supervisor and Etan on line who is as dumb as a rock. I am through with ADT and have a firm that is owned locally and with credentials. All they wanted from me was to sign a new contract because mine was not renewed. They even offered it a $ 40.00 per month with no inside service! If you are smart enough to check the web and read these reviews then Caveat Emptor!! Dump them like a hot potatoe like I am.
Sorry to hear about all the problems you customers are having, but I assure you, ADT employees are treated just as poorly. This company buys small security businesses to grow, without which, they would never be able to since their service is so bad. Unfortunately, this culture is from the top all the way down. They don’t follow their own internal policies, they make up stuff which goes directly against policy, they don’t reward their good employees, upper management has ZERO direction, just look at the Brinks buyout, merge, split, merge, split. Horrible company to work for and I feel sorry for the customers who have to deal with this company as their service provider.
I took off work in early January to be home for a technician to come to repair my system.No evening appointments were available for a month or more and I am unavailable on Saturdays.Certainly others have had this problem and need evening appointments. I received a call around noon ( while I was NOT at home) that the tech had called in sick and my appointment would be cancelled. I had already left work to be at home. I got a first call appointment for January 23. However, at 8:20 AM, after that time frame was in play, I got a call that there was a tech meeting and my appointment would be pushed back to 10:30. I had already taken off work, again!, so I decided to wait. However, the tech did not show up until 11:15. The tech did a very thorough job of repairing the problem and checking my system. However, by 12:26 when she left, I had already lost another half day of work. This has been a recurring issue with service. Techs do not come within the time frame given or do not show up at all. It is difficult to get an appointment, especially if an evening ( after 5PM) appointment is needed. More techs and more flexible hours are needed. Assignments of jobs should be made locally rather than by someone unfamiliar with an area. If you are the scheduler in Rochester, NY, you do not know that it is a long drive and an inefficient routing from NE Phila to South Phila and then back to Warminster. I am unhappy with the service and see from the comments page that I am not alone in this. What is ADT doing to resolve the issue that so any seem to have with service responsiveness?
Has anyone tried to log on to My ADT recently? Well, I have. I have tried since 19 December 2013 and haven’t been able to log on (Error LI–101). I have called 6 times and the reps put in a “help” ticket and tell me that in 2-5 days I should have access to their web site. There is a BIG,BIG, problem at ADT and they don’t have a clue as to how to fix it.
I have had problems with this system since Tue 1/7/14. On Wed, 1/8/14,I placed a call once again, and after much discussion and being transferred to many people, I was told that a service man would arrive on the evening of Fri, 1/10/14. This morning I received a call that the service man had called off sick and would not be coming out. While I understand that things happen, I cannot understand why a company of this size and caliber would have a problem scheduling a service man to fix this system. I have been a customer of this company for the past 4 years, and have complied with whatever the company has asked me to do including increase the cost of this service. First, I don’t understand how is it fair to me to continue paying for a service that I am not able to use. Secondly, why is it not possible to reschedule a service man for one (1) week. The fact that I am having this much trouble for a simple service call, tells me that maybe this company is not all that it says IT IS. As of this moment, I am still waiting to hear from your company as to when this service will happen. Needless to say, I AM A VERY UNHAPPY CUSTOMER.
January 8, 2014
Mr. Naran K. Gursahaney
Office of the CEO / Director
The ADT Corporation
1501 Yamato Road
Boca Raton, Florida 33431 ADT Account #34214115
Dear Mr. Gursahaney,
I have been an ADT customer since purchasing my home in June 1997. In fact, my original ADT equipment installation date took place on July 18, 1997, exactly one month after I moved in and two weeks after selecting the system and scheduling the installation appointment.
I have not had any issues with my system or service (other than the occasional discharged battery) until the keypad unit started to fail the week of Christmas 2013. I called to request repair on December 31, 2013, and scheduled a repair technician to come out on Thursday, January 2, 2014. My window of opportunity for this technician to arrive was between 12 p.m. and 5 p.m. – thus I HAD TO TAKE HALF A DAY OFF OF WORK. I was charged 5 hours vacation time.
On January 2, 2014, the technician arrived and found that the original keypad was indeed failing (or had failed) and he installed a new keypad. By the way, the technician that came out, while extremely pleasant, did not show up until 4:10 p.m. – I COULD HAVE STAYED AT WORK. With the repairs made and the system tested, the repair technician left my home at approximately 4:50 p.m.
On Saturday, January 3, 2014, the newly installed keypad began to ring (similar to an extended electronic ring of a telephone). By the time I made it to the keypad it had stopped ringing (probably 10 seconds of constant ringing). About an hour later I was in the kitchen and the ringing started again. As the keypad is located next to the entrance to the kitchen, I was able to go to the keypad and see what was going on. On the display was a message, “Incompat. Con.” Thinking this was just an anomaly, I tried resetting the system as I had been shown by this technician (and others that have been out to my home) by keying my code + “off” = two times in a row. This did nothing and the ringing continued about once every 1 to 2 hours.
I was away from home on Sunday, January 4, 2014, for the majority of the day, so if the ringing persisted, I was not home to hear it. However, when I arrived home in the early evening on Sunday, after entering the house and deactivating the alarm, the ringing started up about 10 minutes later and continued as before (once every 1 to 2 hours – all the time with the same message of “Incompat. Con.”). The ringing continued all night and I had to sleep with my bedroom door closed so as not to be disrupted by the ringing.
On Monday, January 6, 2014, I was away at work from 6 a.m. until 8:30 p.m. = same issues…shortly after deactivating the alarm, the ringing started and continued all through the night.
On Tuesday, January 7, 2014, I was away at work from 6:15 a.m. until 8:30 p.m. = ringing started shortly after deactivating the alarm, but on this night, the ringing would sometimes be one 10 second ring every 20 minutes or less.
On Wednesday, January 8, 2014, as soon as I could get away from meetings, I called ADT to get another technician out to my home to fix this issue. I called at 2:30 p.m. and was offered an immediate appointment for the same day (today) between 3 p.m. and 5 p.m…..I immediately went to my supervisor and advised of my personal issue with my alarm system and asked to leave early. I was charged 2.25 hours of vacation time.
At 4:15 p.m. on Wednesday, January 8, 2014, I was called by “Shane” who informed me that the technician who was scheduled to come (based on the appointment time YOUR folks offered me), was in fact NOT coming. Shane proceeded to say he could schedule another appointment for Thursday or Friday or next week…blah, blah, blah. I informed Shane that I was not taking ANY more time away from work to correct ADTs shoddy equipment or workmanship. Shane said, “I don’t know what to tell you, other than the technician IS NOT coming today”. I asked to speak to a supervisor and Shane informed me there were none available and “someone” would call me in 2 hours. After some more arguing with Shane, he placed me on hold at 4:19 p.m. At 4:25 p.m. Shane came back to the line and said, “I can’t get either manager to answer my calls”. After a few choice words for this imbecile (which I completely admit you will hear on the recording – and I hope you do pull it and listen to it) we ended the call at 4:29 p.m.
I immediately called back and asked to speak to a supervisor (the young lady that helped me tried for 30 minutes, from 4:30 p.m. to 5 p.m. to get a supervisor or manager on the line – she was awesome and I’m sorry I don’t recall her name). She kept checking back with me and finally she said, “Todd” said he would call you right back as soon as he is off the phone with another customer. (to have ALL of your supervisors and managers tied up, you must have a lot of disgruntled customers)
At 5:15 p.m., Todd called back from a blocked number. When I answered the phone he identified himself and started in on what HE thought the issue was and why he was calling me back. He speaks VERY strangely, as if he is making light of the situation and mocking the customer – needless to say, I was getting very pissed off by his tone. I hope you go back to THAT phone conversation as well. Todd needs to be retrained, or let go. He should NOT be in a position of “authority” and allowed to speak to customers in the manner in which he does.
I explained to Todd what the issue is. He reiterated that there are no technicians that can come out tonight (again, after I had to charge 2.25 hours of vacation to correct YOUR equipment issue). Todd went on to say (again, it’s all in the recorded call that I hope you review) that you don’t offer evening appointments (well, that’s fine, I get that, but HONOR the appointments you DO MAKE) or weekend appointments. I stopped Todd and said, “That’s interesting, because the young lady that scheduled my appointment this afternoon at 2:30 said you DO have Saturday appointments!” (AGAIN, LISTEN TO THE RECORDED EXCHANGE THAT TODD AND I HAD – HE IS AN IDIOT). Once I said that to Todd, he said, “well let me look and see if something has changed”. Todd then said, “I can get a technician out to you on Saturday, January 11th between 1 and 3 p.m.” (interesting he just pulled an appointment out of thin air that he, not 30 seconds ago, said were NOT available in my area)
I would think that having a long-standing customer who has never had any issues, and trying to RETAIN that customer, would be your TOP PRIORITY. I guess I’m mistaken!
Bottom line…I want the service I pay for. I want my system repaired IMMEDIATELY to excellent working order. I want to be reimbursed for the 7.25 hours of vacation time that I had to take to take care of this issue (that keeps escalating).
When I Googled ADTs corporate address after speaking to Todd this evening, I found twenty-three pages of complaints – most are absolutely horrifying. I printed out just the first 10 pages as I didn’t want to use all of my ink and paper to shove other customers complaints under your nose…so I’m just giving you a sampling. Had I not experienced these issues and poor customer service FIRST HAND, I would not have believed these complaints…I believe every last word printed by these customers and my heart goes out to them and their families. SHAME ON YOU FOR GETTING RICH ON THE BACKS OF HARD WORKING AMERICANS. People have other things to do than throw good, hard-earned money down the drain as they are as evidenced by these complaints.
I will be taking to Twitter, Yelp, Facebook and filing formal complaints with the individuals and agencies noted below, about my experience. Additionally, I will send those individuals and agencies the same listing of complaints.
I look forward to your swift and complete resolution to my issue and concerns. I also look forward to your swift and complete restitution for my personal time involved with this issue.
Best wishes in all of your future schemes, scams and endeavors.
Completely, utterly and thoroughly pissed,
Mr. Cory J. K. Keaulana
cc: Ms. Kamala Harris, Attorney General, State of California
Federal Trade Commission
Honorable Barbara Boxer, U. S. Senator – California
Honorable Dianne Feinstein, U. S. Senator – California
Sacramento Bee (newspaper)
Orange County Register (newspaper)
San Jose Mercury News (newspaper)
Los Angeles Times (newspaper)
KCRA 3
KTLA
Law Offices of Scoggins, Te’afuua, Claymore & Associates
I had an experience with ADT last week I would like to share and welcome their CEO to call me about. A person stopped by and introduced himself as my new sales representative. I thanked him and said great I need a few things. He wrote up an order, took my charge card for payment and scheduled services. The rest of the team totally dropped the ball from there. In fact I was so frustrated I used it as an example of what not to do in my sales meeting that day. I did contact this new representative when no one else at ADT would be accountable and he stepped up and took care of it. I would welcome a call from Naren K. Gursahaney to give credit where it is due and offer feedback on some lacking core values at ADT. Mainly, Never give your customer a job, take one off their list a done instead.
Steve Welch
President
Woodwright Hardwood Floor Co. Inc
Dallas, TX
This Company is horrible at best – my system has basically been down since date of installation in March of 2013- every time we call in we get some rude representative. We had appt for 12/31/13 and they never even had it scheduled. We flew from Maryland to Orlando just to get this fixed – they never showed up and laughed in our faces !!!!!!!!!!!!!!!
For the last 6-9 months, I have been unable to receive bills from ADT. No amount of calling to ADT (manager level) has resolved this problem. So, every two to three months I get voice messages because the account is overdue. Too bad….
When I call ADT to ask for the bill/s, nothing happens. Each time I get promises that the situation is fixed and they are sending me copies of bills also in the mail, but NOTHING WORKS!!! I have been with ADT from the ‘Brinks days’, then w/Broadview and now with ADT and everything is going from bad to worse!!!!
So ADT knows, I am also sending an email and a letter to the following executive officers. Naren Gursahaney, CEO, Shawn Lucht, SVP & Chief Customer Officer and to Alan Ferber, President Residential Business Unit.
How is it possible that ADT has no technicians available when needed? Then they call you to reschedule one hour prior to the deadline of the waiting period claiming the technician called out sick. My system started beeping while I was abou to go to sleep at 11:09pm. When I called they said I had no communication and the next appointment for a tech to come was on February 9. I responded unacceptable. Finally I speak to a supervisor and they someone would come today Saturday between 8-12pm. I cancelled my dentist appointment this mornings while getting charged by the doctors office for canceling the same day. I was ok with it since I needed my home alarmed.
At 11:10 this morning I get a call from ADT stating they will reschedule for Monday since their technician called out sick.
Here is the problem that I have. If I was # 3 on the list of houses to attend why would they call me one hour prior to the deadline. Did the tech called out sick 3 hours after he was to start? I doubt so. ADT is a well known company and this is unacceptable. They need to have enough man power and BETTER customer service. I asked to be transferred to a Supervisor because I want my services cancelled and I expect the cancellation fee to be waived. This is their wrong doing not mine. I was told they can’t waive it, that I would have I write a letter after the final bill comes to Aurora, Colorado to see if that department waives the fee. AGAIN, what kind of nonsense is this?
I will make sure to send letter and emails out to make sure everyone knows about how ADT takes care of their customers if the $176.36 fee is not waived. Completely insane. Needless to say, this has not been the only issue I have had with the system and back office but I have had it.
All the above complaims do not surprise me. The ADT system in our home has been
malfunction for more than two days. The loud alarm came on randomly day and night that
means we could not have a peaceful sleep. Yet our calls for help are simply ignored and
we are asked to wait till January 21 2014 for some one to fix it. They even said that we
have to pay for repairing their malfunction system — on top of that we have paying extra for annual service fee. So think at it if you want to stay with ADT. They seems not to care
about their reputation.
Adt Is taking out payments on our account that they are not due and Besides thTt refuse to even answer the compalints we have sent to them. They are charging us for accounts that are not ours.!!!!!They are bullys. I haerd someone say that. But I will not stop Ubntil I Sue them i do plan to stop evey way they can take from my accounts this month!!! But i have contacted the Attorney General in My state!!!
I have been a cusomer of ADT for many years. I have even referred people to ADT for an alarm system. I am very disappointed in the service I received in the last 3 or 4 months. My alarm had been out of service for several months and I could not get help to get it back in service. I made my first call the first of November 2013 and the so call tech support would try and fix it from the office. They even had me to punch in numbers and that did not work either. I was told by tech support they would continue to work on the problem and get back with me, however, they never got back with me. I called back serveral times and would go through the same process. Finally they agreed to send someone out to fix my system. Customer service gave me an appt one week and one half out. I stayed home all day waiting for the technician. Around 4:30pm I got a phone call from the someone telling me they would not be able to make it. I sent my payment in with a Note letting them know I wanted my alarm fixed. I still did not hear anything from ADT. On December 27, 2013 I had my daughter to call and they went a few rounds with her, telling her it was a issue with my phone service and if ADT sent a tech out they would charge me since it was not their fault. I finally got a tech out and fixed the issue within 10-15 minutes. It appears that ADT is not about the customer. They are more about the money. However, I do believe is service does not get better customers will begin to leave and there will be no money. ADT can all I can say “customer experience” takes you a long way.
I am a loyal customer of over 10 years.Someone in the ADT billing department mistakenly removed $1500.00 from my account instead of $50.00.I am now coming close to my account being overdrawn.I am being told 7-10 business days.It didn’t take a minute for your employee to remove the incorrect amount from my account.This is bordering on theft.I am days away from Christmas and your customer service is basically saying there is nothing they can do!!I fail to believe that a company who can monitor hundreds of thousands of households cannot issue me a check by courier.This is a complete nightmare caused by a company that specializes in protecting their customers.I will not stop here this will be going further until my refund is issued immediately.John Domo
I have been an ADT cust for several years and when I had my system installed the tech told me if I referred someone that we each would receive a check for $50. I referred someone last week and they had the system installed, with ADT monitoring, and i called to see about the referral check and was told that the person who had the unit installed neeeded to call. I was given the number and passed it on to my friend. He called me later and said the man named “MIKE” gave him several reasons why we were NOT entitled to the rebate. I called and talked to a supervisor by the name of “MIKE” and we talked for about 10 minutes and got cut off. I expected him to call me back, which of course he did not, I then tried to call the referral line and got an IMMEDIATE response saying “NO ONE IS AVAILABLE TO TAKE YOUR CALL RIGHT NOW PLEASE LEAVE YOUR NAME AND NUMBER AND WE WILL CALL YOU BACK” Needless to say that never happened. I tried several times over the next four days at different times and have yet to receive a call back! CUSTOMER SERVICE?????? The last call I made was to the sales line an talked with a girl named “LAUREN” that as far as I am concerned went above and beyond trying to help me connect to the referral line. She was given an additional number and after trying it and being on hold for an exceptional time she asked me if I could call it. I did. I was on hold about 2 minutes and got cut off!! I will NEVER recommend ADT to anyone again. I am happy with the monitoring service but as far as there customer service goes? There isn’t any! I will NOT recommend ADT to anyone because of there lack of concern for there customers!
my alarm was set on away the alarm went off no one called, or responed to the alarm i called up adt the guy on the phone assured me that the alarm was working i set the the on away again no one called what am i paying for? i want to be let out my contract so i can get an alarm system that works adt as very poor service, everything in my house could have been stolen an i still havent got a call in i still havent got a call from adt.
Where are the corporate big wigs that care about this company? They don’t care or they would be reading these email and responding to them. We have been with ADT for over a year or closer to 2 years. We were suppose to receive 2 visa 100 cards in the mail. We received a letter stating we had to pay 4.95 along with the request for the visa for processing. I mailed them 2 separate checks for 4.95. We never received visas. checks were cashed. We have had repeated problems with the system. We have set up approximately 6 appointments for a tech to come out. Every one of these appointments have been broken except for the last one and that one we aren’t sure about. We gave customer service our brother in laws cell phone that lives behind us. The Tech called me when he left Little Rock and told me that he was dedicated to us for the entire day. I explained to him that we were truck drivers and we had arranged for our brother in law to come over and let him in the house. He said customer service didn’t give him the cell phone number to reach brother in law. I gave the tech both cell and house phone numbers. Brother in law said tech called when he was leaving little rock and he didn’t hear another word from him. Co said tech called in and said no one was here. Come on all he had to do was call brother in law. Our system goes off all the time and no phone calls until next day to make sure we are ok and never by a live person. The company stopped our automatic payment, For this I am very thankful. The company keeps calling us to collect money owed. We will not pay this bill until the system is functioning properly. We have told them this repeatedly. We will contact our lawyers. We originally went with ADT because we “thought” it was the best. I hate this company and anyone that ask me about it I will tell them this same story. ADT customers can make you or break you. Its time to listen.
We got ADT and have nothing ,but trouble, it goes off and about gives us a heart attack, then half the time it won’t set, the first 5 times it went off, we were out of town, they called my son and he met the police here in middle of night 3 times, one night we woke up bright lights on the house with 3 police cars and police at the door, I’ve called and they’ve sent out, their men almost every month and have changed everything and put in new batteries, they broke the contract for security with us we’ve not ever felt secure yet, I ask to get out of contact, cause we have already spent over 700 dollars for nothing they said no;;;;;;;; without paying another 400.00, then I ask for brand new system they said only with a new 3 year contract, I ask them just to fulfill the one we signed, no way they said,
After one year of trying to upgrade to the pulse system without any call backs from a rep, I finally was able to get an appointment date. On 11/18/13 I took a day off from work to get my system upgraded, however that did not happen. Instead I was contacted via phone by a sales rep trying to sell me what I already wanted (The Pulse System.) After he apologies for the miss under standing I’m a rescheduled for install on11/29/13 between 8am-12 noon. On 11/29/13 i now fpr a second time time took another 8 hours of vacation from work. After 12 came a went, I called the sales rep to ask what happened. He acted shocked and said he would look into it. He would later call and offer me 2 months free service and promised a install the following day 11/30/13. Later tonight he called and said he was again sorry, but he would not be able to get anyone to my home until 12/03/13. I told him due to the two prior no shows that cost me a total of 16 hours of vacation, I was not willing to take another day off so his tech could fail to show up again. The rep then apologized and got off the phone. Has ADT gotten so big that they no longer care about their small contracts (homeowners?)
ADT sucks. I was offered a $100 visa credit card which was the cost of the installation back a month after the installation and I’ve yet to receive it. About 3 months after installation I called about the visa credit card and all I got was the run around, every department I spoke to would give me a different number to call and they would give me another number and so forth and so on needless to say I still have not received it. My monthly bill should be $44.99. I have been with the company for 20 months and received a letter stating that my monthly service would be increasing at the next billing cycle. (I have a contract for 3 yrs how is that possible?). For some reason I looked at my account and they have been charging me $48.14 for the last 19 months one month after installation and for this month they took out $52.20 from my bank account. Since I received the increase letter for the monthly service I have been calling and no one seems to be answering me on why they have been charging me the wrong amount (isn’t this fraud). I will be meeting with my lawyer, Wesh 2 news, posting this on my Facebook page and I will tell all my co-workers. If I could help anyone avoid ADT I will.
ADT does not care about their customers! I’ve been with them for 6 years. I wanted to upgrade to a “wireless security system” They wanted to charge me 400.00 after six years. After seeing all the “BAD reviews” below you think Mark Edoff (SVP – Operations) and Alan Ferber (SVP – Customer Officer) would listen to their valued customers!!
I asked to speak to supervisor and told them my issue. I said, “should I cancel my service?” All they said “WE” can do it whenever you’re ready!
To : ADT
11/20/13
I am currently a customer and have been for the past almost 10 years. I have been extremely disappointed at the service I have been receiving. I have been having issues with my system off and on for the past months. I have troubleshooted with your service team yet still system is not right and it’s been getting more troublesome. I have been trying to get a technician at my house for the last 4 weeks and I have been cancelled due to no technician being available. The time frames I am requesting are either after 5pm weekdays or Saturdays. I am so frustrated….there should be more technician available afterwork hours and weekends. You should make it convenient for the customer. I should not need to take a day off work to get my system working properly. On top of that, I am hearing from my neighbors that there have been some theft actilvity near. I want to feel like I am safe in my house and I’m not especially if my unit is beeping on its own through the day. All batteries have been changes…so it’s not that. I strongly believe I should some type of credit. Why am I paying for something that is not working properly? Will I have to wait a few more weeks to get an appointment when I am home? If so, I am concerning cancelling my account. Please let me know ASAP.
Sincerely, Annette S. Benitez
We have a residential alarm system with ADT. During the Memorial weekend holiday our house was burglarized. We called ADT and asked them to look at our system and advice on upgrades. They recommended some upgrades and we signed a contract, however, when the installers came over to install the upgrades they told us not all the upgrades where possible because the newer hardwear were not compatible with the older system in our house. We then had a new contract signed to take out the old system and put in a new system. There are parts of the new system that I do not need and does not make the house any more secure. For example, I have two cameras looking at the same location from different angle, only one would have been sufficient. I have two indoor cameras that are not connected to DVR and they can’t be connected to DVR. I have FOB’s and panic bottom key chains that I did not order or ask for.
I feel ADT has taken advantage of me in a moment that I was most venerable, right after the burglary. My goal was to secure my house and have my family protected, ADT’s goal was to maximize sale even if it did not provide more security.
I have for months been trying to solve this issue and they keep ignoring it.
With our old ADT contract we were paying approx. $137 every three months, with the new contract we are paying $91 per month, and $10,679.30 for the installation of the new system.
Alain
I have spent the past few hours trying to find out about ADT services. No matter which number you call, including corporate, you get sent to a sales person whose only job is to get all your information for the marketing department and to make you sign up for some sort of consultation. There is no customer service here. Any installation technician could answer all my questions in about 5 minutes, but I cannot get anyone to transfer me to one. The sales people know nothing about the products, and give you the script answers and policy quotes for everything. I wish I would have come here first before spending the time getting the run around. No matter how good their tech looks on paper, it can’t be worth the horrible service this company promises to give.
If corporate is reading this, then you should know – this is no way to run a business.
NEVER, NEVER, NEVER, use this company for ANY SECURITY PURPOSES!!!!!!! Customer Service is “HORRIBLE”. I literally had to go into the ADT office today to inquire about my bill which I was lied to about and am still getting the run around even from the SERVICE/INSTALL MANAGER who I had personally spoken with several weeks earlier. Constant run around, WHEN YOU CAN GET THROUGH on phone…….if you’re lucky, can’t get a stright answer from anyone or you get a voice message stating they will call you back and NEVER DO!!!!! Have had to take several days off from work trying to get cameras installed, job incomplete, all secretaries, techs, managers have a different answer. Doesn’t anyone know anything about this company they work for???? I called the CORPORATE OFFICE today trying to get the address and couldn’t believe what I heard from the person that answered……. “I DON’T KNOW WHAT IT IS, really, I would give it to you if I had it”. Dang, forgot I was born yesterday. How stupid do they think people are and how in the heck can you run a business like this. I wish, wish, wish, I had stopped payment on my check before I checked into this security system. >All lies from the get go. From the Sales Rep., to the girls answering the phones when they want, and not returning calls, to the Service Managers. OMG!!!!!! Maybe The President/CEO of ADT needs to be on UNDERCOVER BOSS so they know what crappy service is comping out of their offices!!!!!!! Will never refer anyone to ADT!!!!!!!!!!!!!!
ADT, has been giving me the runaround ever since it was installed several months ago, it seldom will set proper, there is no such thing as customer service as i see it, have been hung up on several times, put on hold and never returned,promised supervisor will call me back, never did, i have had more than 4 service calls promised, no one has come yet, one tech said it was to far to drive to just come check the system,aint that a kicker, spoke to a person in management yesterday, went over all issues we have and shen agreed they dropped the ball several times, and would get contract cancelled to call her in 24 hrs, guess what, i have called 4 times today and she is not available. what a way to run a business. secondly the only way i could get their attention was to not pay the bill, now not only does adt call, protect your homem is calling us, was told by the latter that adt sells system and in 30 or some days it goes to protect your home, is that even legal with out them telling you that? adt is the worst company have had to deal with, our experience is worse than a night mare. they get u hooked and ur done, no c/s no service, nothing but false promises and lies. that has been my experience.still fighting with them,,,,,,,
avoid like the plague..ADT one last thing , the neighbor has chickens, last week we locked up and set so called alarm, went back next am had 2 chickens in building, great motion sensor you offer.as the old hens were all over the place that nite, guess they sneeked in while door was open. business run like this you might loose some business, i would not recommend you to anyone, not anyone, there is plenty good systems out there, we found a good one that actually works 24/7 cant say the same for ADT.my opion and experience only!!!!!!!
My daughter is moving to another apartment we signed a 3 yr contract last year and now they want to cancel the original contract and give me another 3 yr contract and charge the installation all over again….She is renting..she is not a home owner what if the owner sells the property and makes her move…then I am still responsible for the 3 yrs? I should never have signed up for ADT they are scammers.
I am already leary that I dont have a fax number and the only thing that i know about the sales man was his first name no business card no name on any of the paper work and when i called ADT authorized dealer the lady seemed to have an attitude that I wanted to cancel and that I will be charged for the service despite not even having a system. This is some BS.
THIS COMPANY IS A SCAM!!!!!!!!!!!!
ON OCTOBER 3, 2013 I HAD ADT COME OUT TO SEE ABOUT A SECURITY SYSTEM FOR MY HOUSE. WELL THE REPRESENTATIVE SPENT 4 AND A HALF HOURS, SELLING THIS GREAT SYSTEM AND THAT IT WOULD ONLY BE 199.00 TO BE INSTALLED AFTER USING THE EXISTING EQUIPMENT IN MY HOUSE. WELL OF COURSE I WAS THRILLED, SIGNED THE CONTRACT AND PAID HER IN CASH 200.00. I ASKED HER FOR A RECEIPT BUT OF COURSE, THEY DO NOT GIVE THOSE OUT SHE STATED. I MADE HER WRITE ON THE CONTRACT THAT I PAID HER CASH, BUT SHE WROTE THAT I PAID HER 100.00 CASH AND 99.00 IN A MONEY ORDER. WELL RIGHT THERE, I SHOULD HAVE BACKED OUT OF THIS SITUATION, A COMPLETE LIE THERE!!!!!!!!!!!!!!!!!!!!!
THEY CAME TO INSTALL THEIR ALARM ON OCTOBER 5, 2013 AND OF COURSE, THE TECHNICHAN SAID THAT ALL SENSORS WOULD HAVE TO BE REPLACED, THEY WERE NOT GOOD ANYMORE AND THAT WOULD RUN ME MORE MONEY. WELL ONCE I HEARD THAT THIS WOULD BE NEARING THE 1000.00, YES YOU HEARD THAT RIGHT 1000.00 MARK, I SAID FORGET THIS. I WAS NEVER INFORMED BY THE REPRESENTATIVE WHO STAYED FOR 4 AND A HALF HOURS OF THESE SO CALLED ‘HIDDEN COSTS’!!!!!!!!!!!!!!
WELL TO MAKE A LONG STORY SHORT, IT IS NOW NOVEMBER 4, 2013, I HAVE NOT RECEIVED MY REFUND, HEARD EVER EXCUSE IN THE BOOK ABOUT WAITING FOR A MONEY ORDER TO BE CLEARED, YES THE CHEQUE WAS SENT OUT, NO IT WASN’T, WAITING FOR A DROPBOX, ETC. WHAT THE HELL!!!!!!!!!!!!
IF THEY ARE TREATING ME LIKE THIS FOR A LOUSY 200.00, LOOK AT ALL THE OTHER INNOCENT VICTIMS THEY ARE DOING THIS TOO, AND ESPECIALLY THE ELDERLY THAT WILL JUST WRITE A CHEQUE SINCE EVERYTHING HAS TO BE REPLACED OR DAMAGED, ETC.. FOR THEIR SAFETY.
THIS IS BULLXXXXX. I HAVE NEVER GOT SUCH A RUN AROUND IN MY LIFE.
YOU PEOPLE ARE SUPPOSE TO BE THE NUMBER ONE SECURITY COMPANY WITH RAVING CUSTOMER SERVICE REVIEWS. CRAP!!! YOU ARE THE ONE’S THAT PUT UP THOSE PHONY REVIEWS, FOR I HAVE YET TO SEE SUCH GREAT CUSTOMER SERVICE.
BEWARE OF THIS SCAMMING COMPANY. IF YOU ARE WANTING AN ALARM FOR YOUR HOUSE OR BUSINESS, GO WITH COMCAST CABLE. I WAS NOT CHARGED CLOSE TO 1000.00 FOR THE EQUIPMENT, NO, JUST A LOUSY 150,00. AND YES IT IF FULLY ANIMATED MEANING I CAN CONTROL LIGHTS THE ALARM ON MY PHONE AND YES I ALSO HAVE CAMERAS AS WELL.
I WILL KEEP UPDATING THIS AS TO WHEN AND REALLY AT THIS POINT I DO RECEIVE MY REFUND OF A LOUSY 200.00.
NEVER AGAIN ADT WILL YOU SCAM ME OUT OF MY HARD EARNED MONEY. PLEASE READ THIS AND CONSIDER BEFORE SIGNING UP WITH THIS HORRIBLE SECURITY COMPANY.
SO PLEASE REMEMBER, THE BEST ADVERTISEMENT IS WORD OF MOUTH ADT!!!!!
ADT has provided protection for my multiple homes and until recent I’ve had limited issues. In late August of 2013, issues began to develop with my system as an end result a service call was placed and the technician whom I might add was insulting, degrading and lacked professionalism told me I needed new sensors for my windows! The sensors were not the issues as much as his attitude which resulted in his immediate departure from my residence! I advised the tech to leave and upon him placing the order for my sensors he was not to return, I requested a new tech to complete the job. It is going on 3 months and After repeated attempts I still have not had a tech or manager contact me. I have been paying for a system which is not fully functional and compromises my family safety and security every passing day.
This is not customer service it’s customer neglect at its finest, I have taken the proper steps to contact my local news affiliates and will be making the rounds on our South Florida news outlets, being that this is the only way my small voice can be heard!
Listen if you need someone else to state their story to the local news, please reply back for I will be more than happy.
They need to be exposed!!!!!!!!!!!!
This seems like something that ADT would not condone.
We sold our house and moved. We had a alarm system with ADT. We did everything thru adt. we called prior to moving and worked with ADT to transfer the remaining contract to the new home owner. We did everything that ADT required for us and even called installer Jeff to double check that we were doing everything we needed to do. He fully concured. 6 months later, I get a call from Protect your Home. They stated that they installed alarm system and we owed $775.0 due to a charge back. I called ADT (KY- employee # 117865)and they told me that they showed a $0.0 balance and that we are in good standing. ADT was not sure why we were being contacted. I talked to a Kendra (6185070020) who was very rude and abusive. I explained that my husband is military and on orders and was told that she did not care. I did everything thru ADT and me and my husband are doing everything we can to do right thing, This seems like a SCAM.The Kendra lady keeps calling my phone and telling me if I don’t pay right now it will go to collections and be more money.I told her that I have not recieved a bill or proof showing that I owe. She stated that it doesnt matter and they company will still pursue collections.
I LAVERNE DAVIS WOULD LIKE TO KNOW WHEN WILL U ALL REFUND ME MY MONEY THAT YOU ALL TOOK OUT TWICE IT WILL BE TIME TO PAY AGAIN THIS DON’T MAKE ANY SENSE YOU ALL DIDN’T WAST NO TIME ON TAKING IT OUT SO WHY IS IT TAKING SO LONG TO REFUND I WAS TOLD THAT U ALL DO THIS AND NOW I SEE FOR MY SELF. THAT MONEY WAS FOR MY MEDICINE I WILL THINK ABOUT GOING WITH ANOTHER COMPANY BECAUSE THIS SUCKS I TALKED WITH A REP AND SHE SAID THAT MY MONEY WOULD BE REFUND SO ITS GOING INTO ANOTHER MONTH BUT I WILL BE LOOKING FOR ANOTHER COMPANY.
Just finished a 6 page typed letter to N. Gursahaney CEO & D. Bleisch SVP General Council & Corporate Secretary about problems with glass breaks and monitoring with AST and Defender Direct, Inc (d.b.a Protect Your Home). Which they do not. Look up rude and you will see them in the dictionary.
I have 2 business accounts & my home with ADT. It pains me that on a weekly basis I have to delete e-mails sent to these 3 accounts for promotion to buy ADT services even though I opt out of receiving future e-mails. They already have me as a customer but if this continues I will have to re-think my choice for security services. They already have me but are about to loose me as a customer and then their going to spend all a ton of advertising $$$ to try to get me back. I’m sure I’m not the only ADT customer facing this.
i am about to call watch commander/saergent townsend of the riverside police dept. i shall contact you immediatedly following…as promissed …sincerely hugo dellano
Today I will contact ADT to terminate service. Starting last Friday and again yesterday I have spent over two hours on the phone with as many as ten ADT reps; I have the cell phone records as proof.
I am now in the third year of a 3-year contract. The problem began about three weeks ago when I called ADT to add Cellguard so that I could eliminate the land line which is being used only for my security system. Thursday, October 3rd, I realized that a dentist appoint I must have would probably interfere with the ADT appointment on October 10th. On Friday, the 4th I called asking if the appointment could be moved to the following day. Perhaps the rudest rep I have ever encountered, a man named “Teddy”, told me the earliest appointment I could get would be October 18th. After explaining the situation and that this is a second residence (I live about 100 miles away) and my visits while rather frequent are erratic; the next time I will be there for sure is Christmas time. In so many words, actually not as nice, he said, “Take or leave it”. Period. No concern. No offer to help. Nothing.
Following that call, when I tried to terminate the contract, I spoke with as many as ten different people, the last one making the suggestion that they get the work order to me through one of their local offices. She said someone would call to make those arrangements. On Monday, not having heard from anyone, I again spoke to a number of reps. The local office told me there was not nor was there ever a work ticket to make the installation. I would have waited all day for a technician who was never scheduled.
Of all the people I spoke with only three, Jessica, Jennings and Becky, showed any desire to save the account or made any attempt to work in an appointment for me on the 11th.
Consequently my issues are:
1. The rudeness and incompetence of most of the reps; I got more conflicting information than I have the time to mention. Never was I allowed to speak to a supervisor. No apologies, no alternatives: “Do it our way or don’t do it at all”. The reps didn’t care, it’s that simple.
2. It takes over two weeks to schedule an upgrade? This means that ADT doesn’t have the personnel to meet customer needs. What if I had a defective system needing immediate attention?
3. Absolutely no way to solve this problem other than me being present in the home when the technician arrives. Am I the only ADT customer with this issue?
4. Although several reps questioned whether I had actually made the appointment, why would I call to reschedule? Why didn’t the first ADT rep notice there wasn’t appointment?
I sincerely hope, though I have serious doubts, that someone at ADT will pay attention to this post.
Be careful if SafeStreet sales reps come to your door to sale you an ADT security home alarm system! On September 27th, 2013 they came to our home door and told my family and I that if we decided to purchase an ADT home security system 24-48 hours after installation a prorated amount of $50 – $53 would be charged to our card. (They require a card up front to setup automatic monthly drafts.) They also told us that we were required to pay an activation fee of $99 either to ADT ten days after installation or to the City of Dallas 4 months after installation. Then we were told our next monthly bill of $44.99 wouldn’t be due until November 7th. The SafeStreets rep who entered our card into the ADT system didn’t enter it correctly and therefore we were mailed an invoice. I immediately called ADT customer service to find out why this wasn’t taken out of our account already. I was told that they needed to verify our card number to make sure it was correct. I wanted to make sure they had everything correct so first I asked what fees would be charged to our card. The ADT customer service rep told me the prorated amount of $51.95 would be charged. In addition to that on October 7th our $99 activation fee would be due plus our next month’s bill of $44.99. ADT told me they require payment always a month in advance. I explained what our SafeStreets sales reps told us. The ADT customer service rep said that SafeStreets don’t always go over everything in the contract and that all they do is sale systems. After I got off the phone with the ADT customer service rep I called our SafeStreets Sales rep (Yanet Olivia). She told me her boss (Derwyn Colley Branch Manager) would call me. He texted me only to tell me he was aware of the situation and it would be fixed and that he would call. He never contacted me again. Again I tell you to be aware before you purchase a system from this company! Make sure they explain ALL details in the contract (even the fine print) before you sign. Make sure they explain ALL fees that you will be charged so you don’t get stuck like us! By the way … if you sign a contract with ADT you are committing to a 3 year contract. They only give you 3 business days after installation to “TEST” the system. This is the time you can cancel if you want … you can’t cancel after this. If you do they stick you with a lot of cancellation fees … they call it “early cancellation”. I DO NOT recommend purchasing a system from SafeStreets or ADT. I WILL NOT recommend either one of them to anyone! The customer service is horrible!
The purpose of this email is simply to reiterate and doXXXXent the fact that a termination of service request was made yesterday afternoon (30 th. Sept 2013) after being on hold for an interminable time and being transferred repeatedly and being subjected to repeated reminders by your telephone service as to how “valuable” I was as a customer.
This process of Termination of service started when I called a few weeks ago to indicate that I was shutting down the telephone service associated with my Security monitoring and that I wanted you to provide my monitoring via an internet connection. Your representative indicated that this was not possible and then “offered” to provide the service via a cell. phone hookup which would incur an installation cost and an increase in monthly fees. This was a a perfect illustration of how you valued me as a customer and I thank you for this reminder. Once I called (on the 30th) to finally and irrevocably cancel my service I was then offered various inducements to retain the service. I was then told that it would take one month to cancel the service which would incur one additional month of charges. This was the ultimate reminder of how “valuable” I was as a customer. Now, how do you think I will share this experience with my neighbors, friends, business acquaintances and customers… and how do you think I will share my knowledge regarding the porting to an internet based service?
Of course this is a rhetorical question since I have a clear understanding as to my value to you as a customer.
Thanks again for all the service that you provided over the years.
Ray Rebeiro
My husband was hired for an entry level manager position for ADT. From the interview to his third day on the job the company was very secretive about the job duties. After two days of orientation the group drives to neighborhoods to knock on doors and do sales pitches without pay. I used to think that ADT was a good company and I was happy that my husband was hired, but now that I know how the company really works, I am very disappointed and angry that you were not upfront about what the position really was.
This Company is totally lacking in customer service.
Trying to contact someone in the taxation dept. No one in the company that I have spoke to knows of how to get in touch with them. Can someone please assist me?
I am so mad I can’t see straight. I worked in the resale sales department for over 8 years and a customer for 8 years (194023297) I am very aware of how to cancel service with ADT as I walked people through the process all of the time for work. When I left I cancelled with ADT not once but twice by fax. I did it twice because cancellations not processing were the number one complaint I received while I worked with ADT. I was dumbfounded to received a collection letter from a collection agency sometime after I left. I informed them that it was incorrect billing, that I had already cancelled but ADT continued to bill even after my system was dismantled and there was no dial tone for the line check calls. The agency told me they would handle it but I have since received another letter. I’m especially pissed because I left ADT with many many many incorrect commissions owed to me. I have filed a complaint with the BBB and want this zeroed out immediately and my file removed from collections with a letter to me stating I owe nothing and that there is NO bad charge reflected on my credit.
Hello,
My name is John Ladanyi. I’ve been a customer of ADT since 1997. I have an extremely pressing issue that needs to be addressed and I would like someone to contact me about it. I’m getting no where with Customer Service. Please contact me at your earliest convenience to have this matter addressed and resolved as soon as possible.
Thank you,
John Ladanyi
702-469-XXXXX
You are probably the worst customer service orientated company I have ever dealt with. My 90 year old blind and deaf mother had fault on system because the batteries on the two previous routine inspection had not been changed for over twelve months. Finally arrange no cost visit 21 July 2013 to correct after many calls. Routine inspection on 29th July tech changed pirs tech on 21 July on report said ok. Tech never mentioned there would be a cost mother had a bill for £178. I will now be cancelling her contract and my own. Steer very clear of this company if you want decent customer service.
I encountered horrible customer service from ADT. I was never told that USAA members can enter into a 24 month contract rather than a 36 month contract. I am a member of USAA. The first “salesman” I spoke with (they are all salesmen, disguised by other titles) today to cancel my service because I have moved–after telling me there were no managers available (when I asked to speak with someone who had some decision making authority), and that ADT has no head of customer service (when I asked who that individual was) actually was helpful when he discussed my USAA membership and forwarded me to the billing department so that I could raise the issue with them. The woman from billing was completely rude, stating that it was my fault I had signed a 36 year contract (in addition, she also tried to sell me additional service, so I might be stuck with ADT forever). When I requested to speak with a manager, she simply put me on hold and never transferred the call (or, perhaps there really are no managers at ADT, because no one ever picked up). I am requesting that my $185 cancellation fee be waived. As a member of USAA, I should have been allowed a 24 month contract, rather than a 36 month contract. I do not expect to hear back from anyone about this complaint. I intend to reach out to Naren Gurshaney regarding this, and to whomever the head of the ADT Ethics Office is. I also plan to share my experience with my friends and co-workers, so others can avoid being cheated.
If there is one thing that I really h.a.t.e on the internet, it is spam!! And now I am getting sick and tired of seeing spam fishing for more customers landing in MY email several times a day — and I am having to pay more for the service, part of which is funding this s**t!!! QUIT SENDING ME SPAM FOR SOMETHING I HAVE HAD FOR YEARS OR I WILL TAKE MY BUSINESS ELSEWHERE!
I would like to express my frustration with your organizations policy to only accept cancellation requests through regular mail or fax. Through the entire relocation and mortgage process, your organization is the only one that has not accepted a scanned doXXXXent. The mortgage companies, utilities, and realtors have all conducted business via email and the use of scanned doXXXXents.
i order ADT security system for my daughters new home installation date May 25, 2013. the technician arrived on time, however he flashed his badge and did not explain what he was to do while he was there. The man seemed confused, unknowlegeable, and unprofessional in his demeanor. A lead tech arrive to complete a job he should have been able to manage. Now ADT has processed a double intial deposit of $400.00 (which is correct) and $472.69 (incorrect) from our account. My husband called customer spoke to a so called manager who stated we must provide proof of the debit in order to get our money back that they stole from us, then subsequently hung up on my husband. We are not happy customers right now and will contact corporate. I never had these problems with my current security provider Guardian Protection.
In my opinion Adt is not even close to being as good as you say. My most recent problem is them breaking a service apt. after I took off work to be home and then lying to me saying they called to cancel…I only have one phone number and they did not call. When I called them about missing the apt…they were rude. This is not the first time they have done this to me on a service call…oh and it took them 5 trips to install a simple system on initial install. They lied about the pulse system install after they installed informed me that it will not control my partition zone. I am going back to my local alarm company after this contract is over.
ADT is an industry leader in home security with decades of providing secure home protection. Our monitoring services are the best in the nation. Our brand is represented by our Our Brand name is carried across the nation by Individual Authorized Dealership. We provide a continued team of expert technicians to safeguard and service your equipment once your dealerships warranty has expired. We stand behind our mission of providing you quality customer service. Just ask Daphne Ross. She will tell you how one of our dealerships Defender Home Protection let her down and she contacted us. Once our SOS (Support Operations Specialist) here at ADT corporate division headquaters was contacted and made aware of the problem the dealer was contacted and problem addressed. Daphne posted this on our Facebook page to let us know how pleased she was with our expedited attention to her concern. Our technical support specailist responded quickly, scheduling time to assess her problem. Daphne stated, the repair of her equipment by our advanced technical support specialist not only retained her loyalty but, guaranteed future referrals.
Does ADT’s mission of “providing quality customer service” include repaying unauthorized electronic withdrawals to someone who was not, and never has been, an ADT customer? After providing four years-worth of bank statements proving the unauthorized withdrawals from my account (totaling more than $2600.00), I have received no help from your Customer Care representative, Manuela Ortiz, nor Werner Zehr, who is supposedly supervising this area. It is impossible to reach a live person with any authority to take action and resolve the matter. How does taking over $2600.00 dollars from a non-customer and not repaying it match up with your Code of Conduct? Maybe your company stopped reading the Code before the first word of the Code: Trust. If there is one ethical person with integrity in your company, I would certainly appreciate speaking with them. It has been nearly 30 days since I submitted the requested bank doXXXXentation. Do you ever intend to repay the money you took from me?
Call Corporate office at 561.988.3600 and ask for Corporate Customer Service OR write to a board member or President and CEO Mr. Jim DeVries. Defender has also been unreliable. Stuff rolls down hill a lot faster with less headaches. I called this morning and got a call back from Corporate just now. Got her name and contact information, but unwilling to put it on-line. Do your research, Goggle “ADT Board members”, and be bold. I expect my problems will be resolved soon.
That number and information are listed here on our site. No need to google anything further.