I hope this complaint falls into the correct person's hands. On 12/30/2023 I received an email that my payment did not go through. It was alarming for two reasons; one I had changed the debit card number online and two I spoke with someone via chat either 12/27/2023 or 12/28/2023 and asked for my draft date to be changed. Neither time was I informed that it would take 30 days for both things to take place. My account was hacked 12/26/2023, my attempt was to be proactive with information and change the draft to the date I knew that the funds would be available. So, when I received the email was alarming and a little irritated because I just had this conversation twice. Any who I called in, and spoke to Juan (agent ID 11311811), Juan was overly annoying and incompetent. I explained to Juan the situation and Juan continued to tell me that he could process a payment from the card on file or a new card. Eventually I requested to speak with a manager, he tells me that the manager is busy and that my call did not warrant a manager because "He told me what could be done" now this sent me into overdrive because one I have many, many years of call center experience, you cannot tell a customer they cannot speak to manager. The manager is there to manage. If a manager was not available, take my information and have someone call me back but to refuse to allow me to speak to a manager was like adding lighter fluid to a wildfire. I was baffled and I eventually put Juan on hold. I called from another phone and spoke to another young lady, who advised she could see the new card on file, and that she could schedule the payment to be drafted the 8th of the month. Simple enough request. We are not screaming and honestly no manager was needed because she was able to comprehend and find resolution. I never had this happen. I have never missed a payment. I never call for help. You rarely have to call me about my alarm going off. But at this point if my account is not valuable, I can just cancel the service and let it be. $49.99 is not worth the hassle of being treated rudely because my account was hacked. I cannot control the fact that my account was hacked but like a responsible adult, I tried to cover my basics. This was the worst customer service I have experienced in a very long time. It was more of the fact that Juan refused to transfer the call. He could not help. Would not help. And then refused to get someone that could help. This is an unnecessary complaint. Do better. Train better. read more

POS door to door salesmen, ignoring "no solicitation " signs, and pushing product no one wants. ADT, you will NEVER get my business with those sales tactics. You should work and train your lackies to respect other's privacy. Because this is what you are trying to sell.... SMH read more

I called to cancel ADT service last week. I have other plans for my home security. It was a horrible experience asking to cancel. It took about an hour of holding and the lady I spoke with trying to coerce me into a new plan. Yesterday, I received a bill in the mail for a NEW plan. I haven't received anything to confirm my cancellation. Am I really going to have to call back? This is ridiculous. I JUST WANT TO CANCEL! read more

Don't do adt. They are the worse. They don't fix there equipment. There's always something wrong. Very hard to speak with anyone. And if you do they will transfer to the proper people. Who still can't help. It's just a bunch of back and forth with no solutions. read more

We had someone break into our house. When the operator called I told her to call the police, and we were disconnected. 911 was not called by ADT. I then called 911 myself. Fortunately the intruder was not violent and did not mean us harm. Unfortunately if that had not been the case, police were delayed at least 2-3 minutes by ADT not doing their job. read more

I would give them zero stars if I could. Ive been paying each month but was recently told that their system hasn't been monitoring my alarm for at least a year. Tried to get me to sign a 3 yr contract with payment by debit from my bank acct. and lied about monthly charge if I upgrade. Im going to sue to get back all that I have paid for services they did not provide. I'll be sending letters to the CEO, better business burea, NYS attorney general and everyone else I can think of . Don't do business with this company. read more

Out standing service they were very professional and helpful. Their staff is extremely knowledgeable and ready to assist. Very short hold times. read more

We all know too well that a low rating or fake review can be a problem for ANY business. As a matter of fact 94% of people in society say "they will avoid a business because of a negative online review. A staff of a person lying to you is REALLY disrespecting you. As a long time customer with ADT afflicted with USAA as a former enlisted soldier and military officer I have earned my just dues. Therefore, one would think that ADT would have no reason to LIE to me. They have employees motivated by lying for personal gain and advantage over their competitors. I called ADT several times in an attempt to upgrade the video camera system at my residence. I have never experienced such a horrible customer service experience. It is the worst service that ANY one will face. The representatives used deceitful methods by putting me on long waits for answers, attempting to sell me the wrong equipment, knowingly and purposely routing me to the wrong representative, and terminating telephone conversations after they are confronted with the truth. Since ADT offers perks with being a USAA membership I called the executive office to make a complaint. Mr. Muhammad contacted ADT officials in reference to the poor customer service that had and continues to be rendered to me. He stated that a representative from ADT would be in contact with me in the coming days. ADT Representative Jerry called me and said a technician would be in contact to arrange the services. A follow-up telephone conversation was conducted to schedule the technician arrival. A third telephone conversation had to be made to Jerry because the technician NEVER called me. During the conversation he said had told him he had called me. I informed Jerry that "Todd had told him a LIE." The continuous webs of lies and deceit by ADT representatives has become second natural. Being the status quo of the oldest company in a market doesn't mean you have the best service. It actually means you are getting the worst representatives for job security and a paycheck. read more

I called two times to just ask questions about their services. Both representatives wouldn't even answer my questions about monitor fees. They wanted information I do not give over the phone. I was considering ADT but after the second call, I was frustrated and then looked here to see the reviews. Well, the reviews are NOT good. I will pass on this company and take my business elsewhere. read more

UPDATE! RUN AWAY!! Despite the efforts of the social media crisis consultant who responded to my last review, I was unable to resolve anything with ADT using all possible communication efforts and the BBB. It is my personal opinion that ADT/Defenders is a racket, carefully constructed to be above dispute and responsibility. Have a problem with your system and you call ADT- they say it's the Defender's fault. Call Defender's, and they send you back to ADT. 100% money back guarantee? BULLSHIT. I paid over $1000 to break a contract with them for a system that was not even working! I was offered a great deal by post card and confirmed by phone call: $27.99 a month, use of existing equipment, "Free Home Security System" (panel), 15 free pre-wired door or window sensors, Free $100 gift card, 2 free remote wireless keychains...They came out and instead said I need to pay $5419, with a monthly fee of $52.99. BAIT AND SWITCH! I RECEIVED NONE OF THESE ITEMS ON THE AD! Long story short, I rejected the $5000 "deal", went with a watered down system that was inferior to my previous system, then found out 2 months later that my system was not even viable (during a break in event)- because they had mismanaged the permit! They could not even dispatch police! THIER FAULT! So I replaced their system with a reputable company and fought long and hard to recoup my losses to NO AVAIL. Where is the headquarters of ADT? Not even the BBB can figure this out. My case was transferred to Chicago and to Dallas, and no entity could be found to process my dispute. Clever! And the tag team between ADT and Defenders is brilliant! The entities just send you back and forth, resolving nothing. Where is the DEFENDERS located? I was given a corporate office in Indianapolis to try to resolve with. NOTE - there are no local Defenders offices even listed on Yelp in Denver! I am attaching photos of all the paperwork and all the "promises", offers that had loopholes or details to insure you would not receive anything advertised. At least I received nothing advertised in the initial postcard I responded to. STAY AWAY, CAVEAT EMPTOR- This security system is a scam, in my opinion. read more

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Anyone looking for security please do your research. I have ADT who contracts their work through Safe Streets. Worst combination ever!! I used to have ADT years ago before moving to Florida and never had one issue. Since establishing my home security service last year and moving the services over to my new home has been a complete nightmare! Horrible customer service, technicians who come out and do not install equipment properly. Going days upon weeks with no service because of poor installation on top of billing and account issues. To make matters worse, I receive a letter yesterday from a third party collector in the amount of $1355 for Safe Streets. I called first thing this morning and when I asked about the collection letter he placed me back into the call que. A second person came on which I had to explain everything all over again. The agent proceeded to tell me my account went to collections because I haven't made a payment since November 2021!?? I asked her to a get a manager on the line because my account is paid on the first day of each month and withdrawn automatically from my account. Furthermore, why would I have service 9 months later if my bill was delinquent? I was then placed on hold once again for about 8 minutes. The agent got back on and said her manager looked at my account and shows they made a error which would be corrected. I asked for something in writing so I know this was taken care which she said I'd receive in an email. I've already complained twice about both companies with the BBB and until I receive an email I'll be calling tomorrow and everyday until this is cleared. I don't need this to ding my credit as I've worked way too hard to get my credit in good standing. read more

Under no circumstances should use use ADT. I spent 6 hours and 6 attempts with them on the phone trying to resolve an issue. That was never resolved. Next, I had to move out on short notice to a place where I could not transfer my service. They wouldn't budge on the contract, and told me my bill would be $900 to cancel. When I got the actual bill it had risen to $1300. I encourage you to use Ring or something else that is month to month to avoid the same fate. read more

There is so much fine print and so many hidden fees. You'll end up paying so much more than you expect. They're also super pushy. When we moved we had 3 sales people come to our door, and more mail from them than I can count. I think the sales people stop coming because I told the last one "Go Away And Leave Me Alone!" It took me 25 minutes and $430 to cancel my service after 2 years and 2 months . read more

They need to do better. I have been paying for monitoring and I have serious questions around what I have been paying for. When speaking with the service team, I received the worst service. The Tone From The Top has created an environment that produces horrible service. I am no longer a client and would not recommend them ever. The response says it all. To me it says they only care about money, not their people or their clients! Demand better. Buyer beware. read more

I have been going back n forth with ADT Security Billing Dept for a refund they automatically deducted it from my bank account after I terminated services because lack of technical support when my system broke n the system sounded off 3x-4x a day. I have talked to some 8 conversations with them n they keep telling me the money was already sent or will be sent. Has been a year n NOTHING yet! Emails have come in n I have replied appropriately n No solutions that route either. They have refused to refund me the monies due n when pressed they state that I will get my refund within 21-25 days! I have No Idea how they have managed to stay in business with a service like this. The lack of accountability for the actions they have take to provide for me as a customer. read more

I really would like to give less than one star. ADT is the worst system ever to exist. They target seniors with the old equipment and they will respond that it doesn't work but you still have to pay !! Don't invest in this company !! They don't care rather it works or not read more

We had ADT for 4 1/2 years with no problems. Recently had two false alarms, which are kind of a big deal when you are an hour from home and think your house is being burglarized. Contacted customer service to try to determine what the problem was. No help whatsoever. Looking at the online event logs it appeared that they occurred during ADT software updates, but ADT rep was not knowledgeable enough to understand my questions. Started shopping around for a new system and found how bad ADT was ripping me off. They had jacked monitoring cost up to $70 per month and immediately offered to drop it to $50 per month when I cancelled. Pretty good deal considering that they offer $30 monitoring for new customers! Found a far superior system with much lower monitoring cost and had it installed. Then I found that ADT plays a little game with their contract. Contract states that you need to give them 30 day notice, THEN the contract ends at the end of that billing period. That means that you end up paying somewhere between 30 and 59 days for no service. One other thing, I was holding for 42 minutes to speak to the representative to cancel the service. read more

While I appreciate the fact that ADT customer service has reached out, I believe a corporate culture shift has to occur from top down. High pressure aggressive sales tactics and non responsive customer service tactics when cancelling a contract should be eliminated. Several larger corporations have successfully navigated this shift. Since I wanted a better experience, I shifted to a local security company that has offered a top notch customer service experience, including someone who has been in the business for 20 plus years. read more

I sold my business in December 2022 and called ADT to let them know to cancel my service with them. They then called me after a couple of months to report a Ringing alarm I again let them know that I sold the business and no longer had service with them. Now in July they are sending me a pending invoice for over $600 for a service that I never used, and they cannot back date it. Very dissapointing since I had been a loyal customer for over 8 years. read more

My wife signed up with ADT. They offered free installation and equipment if we agreed to be a model house for them in the neighborhood. We would only have to pay $67 / month for 36 months. Two hours after installation the door sensors began to fall off (held up by two way tape)when the door was slammed, causing the alarm to go off. Another door sensor fell off due to 90 degree heat on our porch. Called ADT and it took them over twenty minutes to answer. All the while the alarm kept beeping. I unplugged the unit and ripped out the battery. Cant wait for this thing to be gone. It didn't even last the day. They better repaint my wall when they remove the control panel. WORST EXPERIENCE and CHEAPEST EQUIPMENT your better off buying a handgun for protection. read more

Horrible customer service ... if you have a choice of alarm companies don't settle for ADT! I had a problem and was basically "tough luck" as this is covid so no technician comes out unless you pay 300.00 for the first hour ... yes they are open 24 hours but not to help customers!! Cannot wait for contract to be over! read more

Still another, to me amazing, experience with ADT. Have finally decided to cancel the service. This because of phone calls with customer service weeks ago trying to fix still another problem. After a great deal of effort and time they gave us a fix which lasted about 24 hours. We haven't been able to use the alarm system for 6 to 8 weeks because of a loud warbling noise it makes, usually sometime during the night. I called customer service today to cancel. That was not easy and after times on hold I talked to a customer service representative. I had to ask repeatedly to cancel, and the first several times were simply ignored. She said they would send a technician to update equipment and when would I like that appointment as well as multiple efforts to reduce my rate and continue the service. I had to say cancel over and over before they agreed to cancel the service. My opinion is it was a carefully scripted response to avoid any possible service cancellation. ADT is probably the most difficult company I have ever had to deal with, and by far the hardest to cancel service. I would love to have the option to give zero stars. read more

I have had ADT since the 1990's but in the past 1-2 years, things have changed. They upgraded their technology and expect customers to pay a huge amount to get upgraded from broadband. If you do not, they give you a battery that seems to be for the purpose of enhancing the cellular signal. However, this is just a "bandaid fix". This supposed upgrade should be free to customers, since it was a change in technology that they made. Today, this battery started beeping and the status signal went red. After troubleshooting with their support desk, they said they would have to send someone over and they could not do this til the 11th of April. So, I am expected to listen to this thing beeping al the time? I can't disconnect it because then my alarm will not work. This is ridiculous. I want out of my contract. read more

I am furious! DO NOT BUY ADT services! What a sales scam!! I am moving out of state and being told I am still responsible for the two years left on my contract even though I am vacating the house and all the installed equipment. Seriously??? No other service provider we have is doing that- cable, phone, internet provider. I entered into contracts with them too but those become null and void once I leave the home. This is the biggest scam I have ever seen!!! Sell me a THREE year contract with no out clause if you vacate the home. SHAME ON YOU ADT! I am reporting you for unfair sales tactics! UPDATE- The early termination clause if you actually vacate the premises was NOT disclosed to answer ADTs response to me. The is a Sales scam. Buyers Beware!!! You will be locked into a 3 year contract you will be stuck with even if you move out of the home where you installed all your equipment. Your sales rep will NOT tell you this fact!! Do not use ADT services. Go with an ethical company who cares about their customers safety! read more

ADT has sublet the sales of there alarm services I was thinking of changing my Alarm Monitering after 25 years the present company has raised there bill 50% in 25 years I was going to switch to ADT was half the price of my present carrier unfortunately the lower price was a bait and switch we screw U coming & Going if you complain they become verbally abusive so I called my old company and I spoke to Brice what a sweet kind man he gave me a much better price and 3 years on the lower pricing Stanley Security is an excellent company and they have a Gem in Brice I spoke to others and they were not up to Brices Excellent customer service Thank You Again Brice Stanley Security . read more

NOTE: I need protection from a company that can truly protect me, not maybe protect me...I did not get out of contract for cost, I went with a better service to ensure I had 24/7 security. ADT is a maybe 24/7 protection and maybe not...depends on the day..not a real security company. After canceling ADT, without them trying to fix anything or contacting me. They drafted 537.00 out of my account for cancelation So, they did not do what they stated, they did not protect my home, and if they have your account for direct payment, they will take out any funds they want without warning (If you do not have a buffer of 500-700.00 dollars in your account, and get the poor service I had, they will screw up your credit). Just found out they did not even have proper approval to put alarm in home (I am not on the mortgage), no one told me I had to be on the mortgage and the installer did not seem to care because I asked him (had ADT at another property) and he stated it did not matter, I am finding out now it does and they are still trying to withdraw money from my account. The service we added made sure the alarm was set up in the mortgage holders name. So, if you get ADT and are not happy, they will take any amount of money out of your account they want! You are held hostage, bad company and bad business! read more

Just a terrible experience with ADT in the last year we have had them. Bad tech is the main cause

I called to cancel my account due to my equipment being defective but ADT continued to charge me for about 7 months after we canceled. They then sent me to collections. I called and told them that I shouldnt have to pay after I canceled my account. They told me that if I paid $75 that they would waive the rest so I did. About a week later I get another call from their collection department saying I still owed but an adjusted amount less $75. I told them about the conversation I had with ADT and they pretty much told me that ADT never said that. I called back to ADT and they told me again, "Sir, if you pay another $75 we will help to settle this account". Nope! Also, if you go to their facebook, you will notice that the posts show 20, 15, 30 replies to the posts but when you click on them there is nothing there. ADT is scrubbing their negtive comments so no one else can see how bad they treat customers. Some posts only have 1 out of 30 replies visible. They really have treated me, and Im sure a few others, with complete and utter disrespect. I urge you to look at other companies before you use ADT. Completely shady and dishonest company to say the least! read more

3 years ago i had ADT install a home security system. the installer did an ok job. a few extra holes in the wall but thats ok i now have a home security system!!! come to find out my dog set off the glass brake sensors in my house by howling when i go to work. i called ADT and asked them to change the system to other sensors, they told me i needed to spend another 250 USD on top of the original 250 i had already spent. so i paid out the 2 year contract of about 50 USD a month not wanting to feed a broken system and give them the 250 more on top of the original money i had spent. 2 years comes and goes. i call them up and try to cancel the service. wrong extension. ok ill cancel your service and zero your account balance... 3 weeks later email and letter you owe us 350 USD!!! so no ive called in 5 times and i still cant get my account canceled. all sorts of bad marks on my credit. read more

Update: Defenders removed the permit fee and resolved the issue. Thank you.

This is the third review I have written to emphasize NOT to do business with ADT. After my last review, I have had to spend another THREE hours on the phone, on hold, or waiting to be passed to another department. They said that I had signed a contract, I HAD NOT, and that by terminating my services with them I owed them $260. Finally after one call of 1 hour 50 minutes and 4 people, I got someone who had the charge dropped. I got my credit card statement and saw that they had charged my card. I called and after 35 minutes, the representative said that my card would be refunded. He advised I check on this. Today, after a 45 minute call, I find that the refund had been reversed by the refund department who has no way of being contacted according to the representative. DO NOT DO BUSINESS WITH THEM. My mission is to tell everybody this so my Facebook friends will all see this. read more

PLEASE, just say no to this shady get you to sign a contract business!!!! And their installers DO NOT know what they're doing...... period. It's a 1/2 star company at best! read more

ADT should be shut down. They are engaging in consumer fraud. i'm sending a complaint to the BBB and the attorney general's office. They charge a fee every month but refuse to make sure their system works. The alarm goes off at all hours, esp during the night. They initially told us to fix it ourselves but their "directions" caused the police to come over on a panic alarm. So we had to schedule a tech to come out. It takes weeks to get a tech here. Tech spends hours and claims it's all set. Alarm goes off again, at all hours. Takes weeks to get another tech here. This time i get charged for the visit. Same thing results. After he leaves, it starts going off again. Another tech comes this time and promises the alarm will stop going off when it's not supposed to. Immediately the alarm is going off again at all hours. I have written to them, called, etc. and it's again been WEEKS and they REFUSE to fix the problem. Their latest excuse was the hurricane in florida...which is a gazillion miles from here. This company should be shut down. read more

I have been an ADT customer for over 5 years. I moved to a new location and unbeknownst to me, this generated a new 3-year contract. I am no longer able to afford this service and when I called to cancel, I was told it would cost me over $1000.00 to cancel because of this new contract. In addition, the alarm at my new location is hardly detectable. I had someone out to provide me with a louder alarm and was told I'd have to pay an installation fee if I wanted a louder alarm. BEWARE. Do not do business with this company. I am now stuck in this contract for two more years, a contract for a useless alarm system. It is no louder than the alarm to remind me to close the refrigerator. Wow!! I really got taken. read more

My family used ADT for 21 years, when the time we need them the most they have let us down and placed my family in danger. We had a break-in during October 2018, the police came late to my home due to the incorrect address ADT provided. Some officers told me that ADT gave them the incorrect address. The police took my keypads as evidence and when I contacted ADT for replacement keypads, they told me it wouldn't cost me anything and they would send someone the following day to install the keypads. I've made sure that ADT will inform all parties involved in replacing the key pads to know they are going to install them for no charge. At this point I was escalated to the Loyalty Department, they told me that they will replace the key pad at no cost and any equipment to make the security system work will not be charged as well. The ADT personnel I spoked on the phone is Brenda Merritt. When the technician came, he wanted to charge $1,200 for the keypads we told him it was not supposed to be charged. That's when the technician, Rex Mohr, lost him temper and acted like a psychotic in my home before storming off. I called ADT back immediately and informed them of Rex Mohr's unprofessional behavior in my home and to get someone to replace the key pads. I've also told ADT they gave the police the incorrect address for my home which ADT denied that it could occur and tried to push the blame on the police. At this point I was escalated to the Management team. In that time, I've ordered the 911 recording form my local police department and heard ADT operators give the police the incorrect address 2 times. The management team tells me it's not possible to give the wrong address to the police. I tell the management team that I've have the recording and the operators did give the police the wrong address and which they still denied the fact. Then ADT says my security system is older and would need new equipment for everything and it would cost them $1,200 but would only charge me $200 plus a 3-year contract due to their technician's behavior which I also requested for ADT to terminate the technician, Rex Mohr. When they came to install the key pads and other equipment, they only replaced the keypads and nothing else. I called ADT back and told them that this was not acceptable to mislead people and that they have dealt in bad faith and that the 3-year contract should be nulled. Multiple emails between ADT and I went on for days. Natasha Rodriguez was slow and not prompt to replying to my emails, so I've called ADT and requested to get her supervisors extension from one of her coworkers, Dolores Davis, and that's when they decided to be more prompt in responding back. Due to the lack of customer service provided I called ADT to obtain a different person that would try to help me out I got, Julius Paden. His customer service was not any better but worse. He refused to help and when I told him that ADT told the police the wrong address, he investigated the computer system and stated that the address was entered incorrectly in the computer system they have. Then he stats it was my fault, I told him it's ADT employees that would enter my information into their computer system and how could it be my fault am I supposed to walk into ADT offices and check their computers. At the end he only provided 6 months credit and nulled the contract. I've used those 6 months to find a better company to provide home security and canceled ADT in May of 2019. ADT kept sending me bills, the first one was for $200, then more came in at $300, $500 and $900. Each time I called them back telling them I've canceled and which ADT stats that those charges are for my second home. I only have one home. It is appalling that they are willing to stoop so low to rip people off. I will never recommend anyone to use ADT and if you're a current customer I recommend to cancel them and use someone else. read more

No one answers the phone - hold times for discontinuing services are over 80 minutes. The only way to cancel service is to call. This is BS. We were customers for 9 years and ever since COVID this service has been terrible. It is no longer acceptable to pay money for poor service. We are DONE with ADT. read more

See what happens when you need to cancel. They are quick to take your money but slow to help if you need to cancel. I'm typing this now because I've been on hold for 45 minutes. Been transferred twice. Total joke. read more

After more than 30 years of service and feeling that I could rely on ADT representations over the telephone, I called in to cancel my account when we were moving. I did not keep a record of the call, as I was assured that my request for cancellation would be granted. I learned too late that ADT did not record the call and did not cancel the service and that a 30 day notice was required and that I needed to make a record of my earlier call. So be warned, based on my experience if you go with ADT you cannot rely on their representations to you and you will be overcharged! read more

Would give negative stars if I could. Absolutely zero customer service unless you would like to do it yourself. System today completely non-functional and best they can do is a "virtual" appt and would not even tell me an estimate of when a person could come out to fix. Wanted to cancel but you can only call between 8-10am Eastern time and must give 30 days notice. After decades I am filing complaints with ALL agencies for fraud. read more

I called and bough their Essential package that included: 3 door/window sensor, a motion sensor and the digital keypad... all for $36. they guy over the phone just asked me if I had any pets and I told him literally "I have a big dog. A 90 pounds dog" (the call recording is there). When they came to install the system, suddenly we couldn't have the essential package and had to go to the higher level of $44 because we didn't have a land line... Nobody asked me when I bought the package if I had a land line and I was pretty frustrated already but then, the technician said we couldn't have the motion sensors either because we had a big dog... (what!?) So we ended up paying more than agreed for less service than agreed... After that, I got a flyer in my mail with an offer for the same service for $27 but when I called, the lady over the phone said that the offer didn't apply to me because it was for people that already had the system installed at home... (what?!) Very bad experience so far.. read more