Next month would have been my 14 years with ADT, our equipment was old and malfunctioning so we switched to another company. So I called the 877 number to cancel and they forced me into a 15min call to cancel which was practically a sales pitch. I told them multiple times to just cancel me, because I was in a hurry, and she told me, "you can call back when you have more time to cancel or stay on this call with me." I replied, "So you just can't quickly cancel my call?" She said it was a 15-17min process. So I stayed on the call and listened to many questions about my new service provider, and their deals. I just kept saying I don't know, no, or no thank you to each question. They put me on a brief hold, that took a minute, to process paperwork. At this point I feel held hostage and so upset. She comes back with another $300 new equipment installation offer. I just keep saying, no thank you. So now we're at over 20 mins on the call. She then throws, guess what? Yes, a new deal. Omg. I just want this canceled. She now says they waived the entire cost of the whole new install, and I just say no thank you over and over again. So before you get ADT which was a decent service for almost 14 years, just know the cancellation process will be grueling. read more

ADT Security Services - The call lasted 27:27 seconds total. - Security Systems Near Me - Concord, California

Hard to totally encapsulate the complete failure of ADT on this job. I contracted with them on Friday April 4th to install a commercial system with a 3 year commitment. They scheduled me with a 4 hour install window on Monday April 7th from 8 to 12 in the morning. At 11 they had not showed up and I called to check and they put me on hold, checked with a tech, then assured me the tech would be here by 11:30. At 12:30 when no one had showed, I rescheduled for the next morning, again 8 to 12 AM. Once again, the tech did not show up. Keep in mind I was receiving confirmation texts and emails that my appointment was made. I have now accumulated 8 hours of time simply waiting and these are off hours since my businness is open in the evenings. I called again to reschedule and was told they could schedule me for today but it might get cancelled depending on availability, and that the could only ensure the tech would be here tomorrow on April 10th. I asked for a smaller window of installation and they declined saying the best they could do was have the tech call me on his way. (Obviously, only a fool would trust that to work after the previous 48 hours). I then asked for some consideration on my extremely expensive install and the company declined. After that, I requested my contract be nullified (i had signed it via docusign) and they said that it was and that my install is cancelled. I cannot say that I am certain I am out of contract. I am now gathering quotes from alternative venders to support my business. I do not have the numbers yet to see if they will be more or less expensive than ADT but I am certain their customer service will be better. Nothing could be worse. Avoid ADT at all costs. read more

I do NOT recommend ADT (California - Bay Area branch out of Concord, CA) for anything related to CCTV systems. The sales rep, Brandten Bedford, is completely incompetent--classic case of "over promise, under deliver" and covers up the incompetence by blaming every other entity (e.g. the ADT technicians, ADT itself, the manufacturer of the equipment, etc.). His manager, Brian McDowell, is completely useless because he doesn't return calls or emails, and after talking to several departments through ADT's toll-free number, 1-800-ADT-ASAP, he has no incentive to return any calls because all escalations regarding work done by the California-Bay Area branch is routed right back to him! I spent 1 hour and 40 minutes explaining my issue to Daniel in the Billing Dept, Donna in the Sales Dept (but not CCTV sales), Shawna in Accounts Mgmnt, Dawn in the Sales Dept (incl. CCTV sales), and Nicole in CCTV support, all to find out that their resolution is routing me back to the Area Manager, Brian McDowell. Brandten is the only ADT sales rep in the California-Bay Area so if you live in this area and want a CCTV system, spare yourself the frustration and DO NOT USE ADT. And, no, they will not send out a sales rep from a different location if your service address is in the California-Bay Area, and yes, you do need to have a sales rep or manager from the branch schedule an appt for you to have a technician come out to your home for help/support; apparently, there's NO ONE else that can do it and there's no override in the system so that some else can schedule a technician for you. Getting ADT to install a 4-camera CCTV system at my home has been the most aggravating experience since day 1. They installed 3 cameras and I need the fourth camera installed, or I need to be refunded for installation. I have already paid for installation for 4 cameras. Oh, btw, they charge $880 for what is described as "Labor Charge" for installation of the 4-camera system and the sales rep told me it's $220/camera, but Daniel in the billing department says it's $880 for installation regardless of the number of cameras, so if I install 1 camera It's $880 and if I install 4 cameras it's still $880. Makes sense, huh? To top it off, for this same installation on the same day, I was also charged another $240 in "Labor Charge" and Daniel in Billing said verbatim, "it's for being there." So...ADT bills labor charges for just "showing up" and doing partial installs. And, if you still don't feel like you've been taken advantage of enough, ADT will lock you in to a 2-year contract, charge you a monthly fee for an unmonitored system, and direct you back to the most incompetent office ever should you need any support, but...they will kindly "thank you for being a member of the ADT family." While I have many examples of incompetence, the last straw was regarding installation of the 4th camera when Brandten told me that he got approval for weatherproof cable so that he could zip tie the camera cable to the existing conduit for my solar panels, throw it up over the roof, have a handyman somehow secure it in place on the roof, run it diagonally across the roof to the other side of the house, zip tie it to the existing conduit for the three cameras that are already installed, and then bring it into the recorder. He also asked to check inside the telephone box on the side of my house where the telephone line runs into the house because he might be able to use that in some way. THIS is how ADT designs security solutions in the California-Bay Area. read more