ADT Defenders (800) 689-9552 - Marisol-#12819 facility mgr Tony I phoned ADT Defenders (800) 689-9552 on 2/25/2016. A untrained person answered the line. While I was inquiring about an install date and what was going to be installed, Marisol-#12819 decided to speak over what I was saying to tell me that was impossible. I have a signed contract saying what I just tried to her. She was very impatient and kept speaking over me (I am the customer) this was the first time to speak to me so I do not know why within the first few minutes of the call she thought to tell the customer as if I was lying to her that I was wrong with an implied note of stupidity directed towards me. As she kept talking over me the madder I got. I have had 2 strokes and do not need to be pushed by Marisol-#12819. When I get very upset I start slurring my words and running them together. When I asked for her manager she said something like she was hanging up on me. Marisol-#12819 did hang up on me. All I wanted to know is when an install was going to be. This call lasted 5 minutes. I called back, and as my luck Marisol-#12819 answered the call again. I trained professional customer service representatives as a living until my first stroke. I am now retired, but I still expect large companies like ADT to hire and train professionals to work with their clients. We had been an ADT customer for 10 years, I went with another company for about a month. Then decided that ADT had always been professional and we chose to go back to ADT. If this is how ADT is now treating their clients, I will find a new Alarm Company. On the 2nd call with Marisol-#12819. I did not want to deal with her and I said I am the lady you just hung up on, I want to speak with your manager. She kept up her flippant attitude and after about 5 more minutes she started saying that I was not on the account and she was again like a bully started saying she was going to hang up on me. Marisol-#12819 said she wanted to speak to my husband (Of 48 years of marriage) like I was a child and Marisol-#12819 was the principal. I told her to look on our previous account and showed both our names. She said she could not do that. The first instal tech was able to pull up our previous account and used my credit card that was still on file and ran it for almost $460.00 for the install even though I had a coupon for the pulse system for $49.99. My husband was mowing the lawn (we have a large lawn and he was all the way down at the end.) He already was aggravated at having to stop the lawn mower at the end of our property and walk up to here Marisol-#12819 to ask if his wife was approved. It was still on speaker phone and I heard her try to stutter out something but my husband said speak to my wife. At this point and after keeping me on hold for another 5 minutes, she put the manager of the facility Tony on the phone. I explained what all I had been through and asked him to pull the 2 recordings to see how Marisol-#12819 treated customers. I explained the reason for my phone call to ADT, and the installation of my remaining system. He said he would reach out to the manager and the tech and get back with me. It is now the next day pm, and still have not heard back from the manager of the facility Tony. I called back another young gentleman answered the phone. He said he was putting me on hold to read what was going on in my account. He came back on the phone and said Tony had not gotten a hold of the field manager and according to this young man said Tony said he will get back with me next week. I asked the csr when next week and Tony was very near because the csr asked Tony without a raised voice and heard someone in the background say Monday or Tuesday. Considering the install was 9 days ago and now to wait another 4 days to hear back from the manager of the facility Tony does not seem right. Today is 2-26-2016 at 3:45. I really thought ADT through the media spots and printed and internet ads that they are the best?? read more

"Absolutely terrible experience with ADT security! We had their system installed for two years, from 2021 to 2023, and it was a complete disaster from day one. The system barely operated for a month before constant failures started occurring. Despite multiple calls for assistance, all we got were temporary fixes that never lasted more than a couple of days. When we decided to cancel the service, we were assured by ADT that we would only need to pay the $900 equipment fees and that the $1,000 early termination fees would be waived. However, months later, they went back on their word and came after us through a collections company for the $1,000 early termination fees they initially promised we wouldn't have to pay. None of the components of the system worked as expected - windows and door sensors, outdoor cameras, detectors, flood detectors - none of it stayed online! The recording device was dysfunctional, the online app was unusable, leaving only the keypad door locks somewhat functional. Their call center wait times were insufferable, consistently over an hour, making it nearly impossible to get help promptly. ADT's deceitful practices and complete disregard for customer satisfaction are beyond frustrating. They are nothing but a pack of liars and snakes preying on unsuspecting customers. I wouldn't wish this atrocious service on my worst enemy. If you are even remotely considering a security company, steer clear of ADT at all costs. Save yourself the headache, the disappointment, and the money. They are a complete rip-off, and their shady business practices deserve to be exposed. I refuse to pay a single cent out of principle to this disgrace of a company!" read more

If i could leave 0 stars I would. I cancelled my service with ADT after being with them for around 5+ years and transferred to Vivint. When I cancelled service the first time was around May 27th, then after about 3 months went by I noticed that ADT was still taking their monthly payment. I called ADT back and spoke with another customer service rep to find out why i was still being charged. I then was told by the customer service rep that the service was never cancelled by the previous rep and he/she would cancel my service and refund the 3 months that should not have been paying for service. A few weeks later, I called ADT back to check on the status of my refund since i received a letter in the mail that seemed like i was only going to be reimbursed for 1 month. He informed me that the cancellation in May did not take place because the call was dropped. The call was not dropped, had it been dropped i would've called back and cancelled that same day, I would not continue to pay for a service that was no longer connected and of no use. I was told that i would receive a refund of $55.40 but not the full 3 months, a total of over $155. I was told that there is nothing I can do to dispute this so i basically just gave a company over $100 for nothing. I had been a loyal customer with this company over the last 5+ years and they are not willing to right their wrong. They must be hurting for the money if they would rather have their name bashed by tons of ex customers rather than just do the right thing, makes me happy i left. read more

If I could rate ADT with no stars, I would. Actually, I would love to give ADT a fabulous review, but unfortunately I can't in good consideration. ADT has been VERY difficult to work with. I moved from my home to an apartment and they were not willing to work with me regarding the contract cancellation fee, which was over $800. I even signed on with their ADT Blue because those services would still be within my contract period. I was told that there was no contract cancellation fee since BLUE is a month-to-month service. I was told A LOT of things but only to spend hours on the phone with NO resolution. Please DO NOT sign on with ADT!!! PLEASE Find a company who is ethical and respectful of it's customers. ** I may start a class-action lawsuit... Wait, wait, it looks like that's already been done - a FEW times! I guess small claims court is the way to go! ** SO, ADT reached out. By responding back - EXCEPT that 1) I didn't try to get of my contract by cancelling it - I MOVED, 2) 25% was never offered to me when I called and I STILL get the courtesy of paying over $600? (Thanks for that?!), AND 2) When I signed on with BLUE I was told something completely different! SORRY, I don't buy the BS! read more

Do NOT sign up with ADT! I have constant problems with our system. The cust reps just tell us to change the batteries and then they proceed to send us the wrong batteries - 3 different times. Once we finally got a tech she fixed the problem only to have it return 3 months later. The system was constantly going off even during all hours of the night. They have 5 HOUR WINDOWS for techs to show up which is absolutely ridiculous. We finally were able to schedule an appt with a 2 hour window and they called us late the night before the appt to cancel. We made the appt over 3 weeks ago and they are cancelling on us. I rearranged my entire work day to be here for the appt and all they can say is sorry. They refuse to do anything, have put me on hold for over 3 total hours tonight and say they are busy and can schedule another time with a 5 hour window. This company is one of the worst I have ever dealt with and I would warn everybody from not using them. read more

We have been loyal ADT customers for over 13 years, but our recent experience has been extremely disappointing. For the past year, I have attempted to cancel our service, which can only be done over the phone. Hold times are excessive, and the cancellation process is unnecessarily drawn out. Despite being out of contract and paying a modest monthly fee of $26.65, ADT attempted to charge several hundred dollars in cancellation fees. This practice feels unfair and unethical, particularly toward long-time customers. Customer service representatives were unhelpful and, at times, rude. After more than a decade of loyalty, this experience has completely eroded our trust in the company. I strongly advise others to consider alternative security providers before choosing ADT. read more

Ryan Nickerson failed to do his job, 1. 5 years later my mercedes was stolen out of my garage, I went to check the motion recordings and it never was set up AND my open door alerts / notifications was never set up either. The owner or manager of this location was suppose to call me back but never did. Interesting enough after I told him all this , his response was "he is our best installer". Interesting that you would defend someone that clearly didn't set up my system that I've been paying for. STAY away from them & ADT. I"m currently trying to get out of my contract. I run 3 LLC's and you need to own your mistakes and correct them. Delbert Sullivan and Brenden Hollt support Ryan Nickerson's failed attempt to set up my services. You reap what you sew. read more

Very disappointed with ADT. Been with them for well over 10 years, moved with them into the new house two years ago... Currently going through divorce and need to move. Not sure where I am moving to, as I need to wait for ex to move so I can move within 30 minutes driving time for custody matters. Called to cancel today, and I'm being charge for a 3rd year of service on the new house, even though I've been under contract with them for over 10 years. Nice way to treat your loyal customers ADT, and your customer support staff needs training-Levi was a jerk. Needless to say, you will never regain my service or loyalty again. read more

I love the ADT system and have their systems in two homes and in my office for many years. That being said, the local agency that handles installation and service for ADT in Colorado is abysmal. Worst customer service and least responsive alarm company I have ever encountered. I have been waiting several months to get a CO detector fixed in my home in Breckenridge. Their nationwide call center is great at apologizing but can't do anything to help. Apparently if you live in the mountains you live close enough for them to SELL you a system but too far for them to SERVICE they system they installed. read more

I just purchased a home three months ago and had new ADT system installed. I had an issue with one of the door locks almost immediately and it had to be replaced. I am now having the same issue, with the same door lock. I am still paying for the security system and now I must pay a bogus service charge to have ADT come and fix the lock that was never properly installed in the first place. Apparently, the three-month warranty ended last week! Please think twice about spending thousands of dollars for security equipment that only has a 90-day warranty! read more

BEWARE when signing up for your alarm with ADT. This really nice lady spent over an hour in my house and never mentioned that I was signing a 5 year contract - I even asked her specifically what happened if I decided to cancel the alarm and she said "nothing, you can cancel anytime." When we did try to cancel after 2 years we were told we had to pay thousands of dollars to pay off the rest of the contract!! My fault for not reading all the fine print, but the sales lady totally tricked me! read more

Terrible... customer for 21 years and now I have to pay $900 to cancel service at a one year rental property...oh yeah, and they keep the $200 equipment that I paid for.... highly suggest you look elsewhere for service... they've gotten so big that they have forgotten about the customer. Good luck contacting anyone who can even help you! read more

There are other Alarms companies that you can use than ADT. once you sign the contract you cant get our even after it expires..They will make it impossible for you to cancel the service even after you have completed the 3 years you signed for. Don't ever sign a contract find another company to do your alarm. read more

I would give negative reviews if I could. Trying to cancel services on a business is almost impossible. I've been on phone calls going in circles. This is the most ridiculous thing ever. How does it take 4 months to get a service canceled? Why can't I just talk to someone who will cancel the services easily? read more

If you write anything negative about ADT its well deserving the organization in my dealings is not one for telling the truth ,I will take there disconnect service charge just to get rid of them They are in deed the home intruders. read more

Horrible service, dishonest sales and lies throughout. ADT can not be trusted! Good luck reaching a manager or anyone who cares there.

terrible customer service. they will continuously send emails when you say no. they are terrible

Better cancel autopay prior to canceling service or they will continue to bill you.

Charged my $1,500 to cancel my service 3 years into a contract. AVOID! ADT!