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October 2023 by Natasha Singh
We got a full CCTV system installed on April 5th, 2023. This is the absolute worst company you could ever go into business with. Once they get your card number they run with your money and never look back. We have had billing issues literally since the day after installation to now. Every month we have had a billing issue. From being double charged to trying to charge $4,000 in one month. The worst part is that there is nowhere to turn. Our sales rep ditched since after he got his commission (Zack Galvez) even though he told us to contact him if we had any issues or concerns. The website chat is also useless as they are in denial about double charging us even when I provide dates and amounts. Phone customer service is the worst because they do not acknowledge their actions or follow their own contract, when you ask for a manager they are always "not available" or busy. I am going on 6 weeks waiting for a call back from a supervisor (apparently Steven Brekel, area admin manager). I wish I could go back and never get involved with ADT. If you are considering going with them please don't, run away and know that you have saved yourself from being robbed by a security company. If there was anyway for me to break my contract with out being financially punished for it I would. Going with ADT is literally the worst decision I have ever made in my life, business or personal.
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March 2023 by Nichole DeNardo
This is ridiculous!!! Can’t get any sleep bc of a faulty sensor!! My device was activated when I was away for work. They said they called, I don’t have a missed call or voice mail. They said they called my emergency contact, again no missed call or sensor.Only way I knew something was wrong was when I checked my indoor security system (not ADT) and heard a loud noise (alarm). Had my emergency contact go over and confirm it was the ADT system going off. Called ADT, this is when customer service said they contacted me and my emergency. Uh huh, yet like I mentioned above no alerts or voice mails on the phone.There was an electrical outage two days prior to all the sensors acting up. I received an alert for that and the reconnection. Never received an alert in my adt app about this sensor. I called several times 3 days after the initial alert. Spoke to 3 customer service and a text within 12 hours. Tech phone was disconnected on their side and never called back. Around 1000 pm alert woke me up and adt called. Sent me to a waiting que for a 15 min wait to speak to a tech. I have work and was just about to fall asleep. So I didn’t wait to speak to a tech. Around 130 am the faulty sensor went off!!! No customer service or tech is available, only emergency service! So I had to shut the system down, I think.The person who put in the system labeled everything wrong… so I don’t know which sensor is faulty.What a joke!! No sleep!! My tinnitus is now activated!!!Only had the system for 1-2 years.Updated, my 6th customer service finally told me I can not bypass the sensor bc it’s a life saving sensor. As well as the issue was the batteries needed to be replaced. Batteries replaced and finally no alarms. Why did it take 6 people! The others had me taking the batteries out and putting the old ones in, and a bunch of other useless stuff. Even the tech didn’t know it was a battery issue??? What a joke!!!
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February 2023 by Jackie Rodriguez
Worst Service ever ADT is stealing from people, since the start we had issues, we where told one thing over the phone and when they where here to install it was different. 2 yrs later in order for us to cancel we are being charged $2100.00 and to move service we would be charged double for equipment. Never where we told about a 5 year contract, we had discussed 2 years. We get services like this to help us sleep better and not get robbed when we are actually still being robbed. Great Job ADT
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December 2022 by Jay Priebe
Super disappointed and 99% chance canceling my account/service. Moved to AZ from CA, told to uninstall my entire system, sensors and all and take with us to AZ. Get to AZ, told by technician yeah, you cant use the system you paid $2K for so you’ll have to pay another $1500 Toni stall new system. New system not set up correctly. Still shows my old house in CA as the primary location. Fire alarm went off today and no call from ADT…. Charged double and never heard back from anyone. It’s 45-60 min wait time to talk with customer service. Told the OPS manager will call me and still waiting. By far the worst service. Super disappointing for sure. Tell as many as I can about my experience. Recommend smaller security services that can provide customer service, respond, follow up and ensure your home is protected.Poor performance ADT! Wrote letter to corporate
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October 2022 by Stephanie Pasanen
Sharon Schlessinger, Territory Manager, contacted me from the ADT Corporate Office after reading my public review regarding my experience with John, Customer Service Agent at ADT. Sharon stated that working through her, she only requires the last 4 digits of your Social Security Number, and date of birth. She also advised that a soft pull of your credit history happens, if you decide to begin ADT services. At no cost, Sharon will come to your home, make suggestions for home security and give you an estimate without requiring your Social Security Number. Sharon is personable and will find you the best discounted price. A few days prior, I spoke with John, customer service agent at ADT to inquire about an estimate for a home security system. John asked for my birth date, social security number and stated my credit would be pulled in order to provide an estimate. I advised John that I would not be continuing with the call as highly personal information should not be required to do business with ADT.
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September 2022 by Josh
Horrible customer service. We were moving to a new house and were existing customers with about 18 months left on our contract. Our phones kept blowing up with reps calling about transferring services to the new house to AVOID the $700 cancellation fee and existing account would get cancelled and be a smooth transition. Sales rep Jorge came to our front door and talked with us. We went ahead and decided to transfer services and its been a nightmare ever since. We were still getting billed for the old property for 3 months and I've been on the phone with customer service multiple times and they could CARE LESS . Mind you after about the 10th rep and non stop runarounds and passing back and forth between departments, I was finally able to get the old property cancelled but guess what? Here comes the $700 cancellation fee on our bill. After calling about this situation and speaking to about 10 different people, having to explain over and over and AGAIN being passed around back and forth between the same departments, no one wants to help, or fix our account. Its so frustrating that these reps have no accountability nor desire to help. I get it, mistakes DO HAPPEN and I'm understanding about that, but FIX IT!! Its the runarounds and feeling stuck that upsets me. Now we were forced to block them from taking money out and now we have to go in person to an ADT store to get this sorted out before we pay anything. Its been nothing but a headache.
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August 2022 by Abigail Hackney
I regret ever doing service with ADT in Tucson. They ripped me off when I moved. Never again.
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July 2022 by Jordan Davis
Jorge was amazing!! He helped me after I had the worst experience when calling into the customer service line for ADT. None knew what they were talking about. Jorge reached out and is a local ADT rep who knew exactly what I needed and I got my refund back right away! Thank you for turning a bad experience into a great one!
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July 2022 by Ceridwen Davies
Service are great, but if you have to cancel a plan and have no way of transferring it to another place, because your company was bought out, they have NO SYMPATHY for you. If you don't have the funds to pay them the 90% "cancelation fees", they your screwed and have to complete this contract, even if the person who signed the contract no longer works for you, and you business was bought out. These "cancelation fees" feel more like penalty fees because you had to sell your business. Terrible customer service.
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July 2022 by Bill Holland
Poor customer service, called ahead of my move to transfer service to new address. Instead they canceled service and charged me over $900 dollar. Even after 4 different phone calls to billing and supervisors to remove my credit card from their system. Was lied to when asked about refunding my money. Waited 10 days like I was told this refund would be sent to my bank. Will NEVER RECOMMEND ADT to anyone!!!
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June 2022 by JM
Horrible customer service. We were moving to a new house and were existing customers with about 18 months left on our contract. Our phones kept blowing up with reps calling about transferring services to the new house to AVOID the $700 cancellation fee and existing account would get cancelled and be a smooth transition. Sales rep Jorge came to our front door and talked with us. We went ahead and decided to transfer services and its been a nightmare ever since. We were still getting billed for the old property for 3 months and I've been on the phone with customer service multiple times and they could CARE LESS . Mind you after about the 10th rep and non stop runarounds and passing back and forth between departments, I was finally able to get the old property cancelled but guess what? Here comes the $700 cancellation fee on our bill. After calling about this situation and speaking to about 10 different people, having to explain over and over and AGAIN being passed around back and forth between the same departments, no one wants to help, or fix our account. Its so frustrating that these reps have no accountability nor desire to help. I get it, mistakes DO HAPPEN and I'm understanding about that, but FIX IT!! Its the runarounds and feeling stuck that upsets me. Now we were forced to block them from taking money out and now we have to go in person to an ADT store to get this sorted out before we pay anything. Its been nothing but a headache.
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May 2022 by M & M Family
UPDATE - After e-mailing "alwaysADT" I received immediate attention and they were able to get a tech out right away. The tech was wonderful, knew immediately what was wrong. When I initially called (due to the tablets black screen) the CSR just told me to unplug the tablet. However, they tech informed me that not only due you have to unplug the tablet but you have to remove the battery as well. Once he did that, the table was fixed (he figures the cause of the tablet going black was do to a power surge). So I am changing my one star to four. It would be five, but it really shouldn't take leaving a bad review to obtain assistance for your security system. Nonetheless, I am very appreciative of the ADT staff who went the extra mile for me and was able to send the tech out. Thank you, all very much! Original review: First year using ADT, and I couldn't be more disappointed. The tablet failed, completely black screen. Our vacation home is in AZ and we are only their in the fall and winter months, so this system failing after less than a year is a huge deal. I attempted to make an appointment to get a tech out, giving them a week heads up, but on the day my husband will be in AZ they have no available appointments. I'm paying for a security system, which does not provide any security and getting a tech out to the house on the dates we are available is impossible. Very disappointing to say the lease.
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May 2022 by Melissa Cooper
UPDATE: First of all, I did not say that you logged in to our email and signed it for us. If you read my review, you would see that we were never told about the three year contract, nor the cancellation fee, and were never sent a copy of the contract. We searched all emails in the past year and never received a copy. That is shady business practice and you will be hearing from us and our lawyer. Thank you.This business is shady! Buyer beware. They signed us up for a three year contract without notifying us when we signed up. We never would have went with this company if we knew that since we knew we would not be in Tucson for more than a year. Now because we want to cancel the service "early," they want to charge us a $1000 CANCELLATION FEE. That is absurd! This information was never explicitly told to us at the time of signing, nor was a copy of our contract ever emailed to us. Not only that, but their customer service is awful. Every representative we spoke to either didn't know what they were doing, or gave us an attitude. We were transferred 4 times before we got someone knowledgeable, and even she had an attitude as well. When we asked to speak to a supervisor or manager, they conveniently were "not available." Please save your time and money and don't sign with this company. There are better ones out there I am sure.
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April 2022 by Brian D Robles
ADT is absolutely useless. Their systems suck. Their pet friendly sensors trigger for tiny pets, forcing me to set my alarm to stay when I am away. Their answer is to keep setting my alarm to stay no matter where I am. Their customer service department is trash. I literally can’t figure out what I am paying for. It would be cheaper to get robbed. One good thing I have to say is that my tech was a great guy and seemed knowledgeable but the way the system is acting I don’t know what to think anymore.
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July 2021 by Shaniqua B.
NO STARS! Do yourself a favor and steer clear, ADT is not the ADT it used to be. This local office is HORRIBLE and the 1-800 number is no better. Grab popcorn and a comfortable seat because this one is gonna be LONG. SINCE SEAN, THE BRANCH MANAGER, REFUSES TO CONTACT ME, HEAR ME OUT HERE. I have had nothing but issue after issue since their employee James Bable came to my house and screwed up the installation of my entire system on August 2, 2021. The first issue, I had a front camera and a back camera installed--the back camera NEVER worked. James claimed my internet was the issue, Xfinity came out the following day and verified everything was good on their end. The second issue, Im all of 5'1 in height, James mounted my panel so high on my wall that I had to be on the tips of my toes to utilize my panel. Before James mounted my panel, I asked him if he need me to stand in front of the wall so that he could accurately mark and place my panel. He responded by looking at me like I was insane, followed by a "no". The third issue, James left a wire dangling, unfortunately I did not take a picture, he did not staple the wire to the base of the wall. The fourth issue, instead of James asking me which doors I utilize the most so that he can could correctly place the delay on the respective doors--he put them where he wanted them to be. Since I was still getting used to having an new alarm system, sometimes I would forget to disarm the alarm before opening a door. Since James did not place a delay on the doors I used the most, my alarm would immediately go off instead of having the delay and countdown to give me time to disarm the alarm. I called ADT and they were able to put the delay on the correct doors over the phone--no thanks to James. I contacted ADT and told them about these issues and I hate to wait until Aug 21 for a technician to come out and fix everything James messed up. I also stated to them that I DID NOT want this guy, JAMES BABLE, coming back to my home EVER; you'll find out later in my review that this did not happen. While waiting for Aug. 21 to roll around, my cat bumped a window sensor (also a issue, he put the sensor on the bottom of the window instead of the side, so any bump would set this thing off) and it triggered the alarm response. My alarm stated the issue came from my master bathroom window, which confused me because I know which window triggered the alarm--my master bedroom window. So, Mister James had all my sensors mixed up/incorrectly labeled, Lord forbid an intruder was entering my home--I wouldn't know the correct location! Because my review is so long and exceeds the text limit, I will post it in multiple posts, I will be heard.
