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February 2024 by Sandra Hurst
I had ADT/Google Home for about a year and still not satisfied with the products; I have 2 indoor cameras and a video doorbell; all 3 have poor video quality; what's really frustrating is the buffering while waiting for all cameras to load on my phone; many times, the buffering takes so long that requires me to restart the phone that still doesn't work most of the time; I sent multiple feedbacks from the app and never got a response. Is there a reason to have feedback widgets if they are not going to be replied by the rep and why my cameras be buffering all the time??? The buffering began about 6 months ago and getting worse!!! I'm paying too much money to deal with the nonsense!!
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August 2023 by M M.
Waited 45 minutes, nobody showed up. Today I called ADT to get an evaluation, because, so I was told, I am in a "custom home area". The person on the phone, Martin, was very helpful, this is why I am giving this review 2 stars. He offered me some times for an agent to come make the evaluation. I waited for 40 minutes and nobody showed up.When I called the ADT line again, a person named Crystal said "no worries, I will connect you with the right department" and she connected me to a menu that had nothing to do with my problem. Still, I tried to talk to a person and a robot told me it will be 25 minutes. I am appaled and I'll see if I can find another service, now that I saw what their reaction time is like.
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May 2023 by Susan O.
I THINK THIS COMPANY SHOULD NO LONGER IN SERVICES. i am called in April 2023 to cancellation my service reason the communication my alarm system never working. They fix charged me the fee $98.98 without authorization, withdraw from my credit card monthly payment.I try called cancel department waiting forever, more than 1 hour on the phone line, disconnected .. I have to call again & again...After cancellation 1 month later than, they continuing sent me a payment of June thru August, but current month are in May 16, 2023I suggestion if anyone, should not go with ADT .... horrible ...waste your times...
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April 2023 by Tyler J.
I paid for upgrades to my ADT Security at my Shoreline office following a burglary last August. The salesmen sold me a camera system that would have sensors and the new system would have an additional siren that could be triggered remotely if trespassers were detected in the back lot. Camera system however sends multiple alerts a minute regardless of who or what is around the building and ADT declined to come back to adjust this. Then the second Burglary in February did not trigger the building alarm because the installers of the new system failed to update the motion sensors to "talk" to the new panel (or so explained by an ADT Tech who ultimately diagnosed the problem). This is in addition to the double billing after the installation of the "upgrades" before the second burglary. Oh, and I was charged for that diagnosis. Finally efforts to get help more often than not resulted in me being transferred to another customer service representative. ADT is the worst!
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March 2023 by Steve W.
After making timely payments since 2001 the keypad on my ADT security system started to wear out. I called ADT customer service on March 1st to ask about a replacement and was told that my system was now obsolete and I would have to upgrade at a cost of $750. I told the person this was not acceptable and I had already researched and found better options out there asked for my service to be terminated at the end of the month which I had already paid for a few days earlier. The person then told me they could get the upgrade cost down to $450 for me. I said no thank you and again said I wanted to terminate my service at the end of the month and ended the call. After getting a bill in the mail for next month's service I became concerned and called ADT again on March 25th to ask why I was sent a bill when I had previously canceled. The person told me that because it was on Saturday they were not able to find out for me but would call me back on Monday. When they did not call back I called them and was told that they had no record of my cancellation on the first. I explained that I have the call log from my cell phone and it showed I had a 13 minute conversation with them on March 1st. The reply I got was that I did not follow the process by notifying the cancellation department but they would connect me with them. Once connected they put in my cancellation notice and told me I would still owe them for another 30 days from that date (March 27th). When I told them I terminated my service with the person I spoke with on March 1st I was told that was not the process and I would still have to pay for another month from that date. I told them that this was not acceptable and ended the call. On March 30th I got a call from ADT now offering me a "free" upgrade if I would continue my service with them. I told this person that I had chosen to go with another company and briefly explained everything that had happened. She transferred me to a person named James who refused to give me his last name but I did manage to get an employee I.D. 1161236. After explaining the situation once again and informing him that I gave an ADT employee notice that I wanted to cancel my service on March 1st I was meeting their request of notifying them 30 days in advance even though I have been on a month to month plan since my original three year contract expired back in 2004 and there was also no mention of a 30 day notice requirement mentioned in my original contract. James then offered to "split the difference" if I was willing to pay half. I explained again that I did give them 30 days notice on March 1st and I had no intentions of paying them any more money for a service that I was no longer going to use. James then suggested that this could be sent to collection if I did not pay. What kind of company does business this way? Certainly not one I want any part of. I regret ever going to this company. All I am asking for ADT to make this right and honor the cancellation notice I gave them on March 1st.
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March 2023 by Daniel Hughes
Horrible. Got a system installed. Tech left without checking to see if my camera was charging or doorbell. Had to fix doorbell myself and i cant get camera to charge. Tech took the box with him that has the manual charger that I paid for! Also they say you get a 100 dollar gift card for signing up. NOPE! never got one. Called the service line and everyone points the finger at eachother but nothing is done to correct it. Called service line to get my camera fixed and they keep hanging up on me and they dont call back which they have my information up already. LISTEN TO ME. Go buy a Do it yourself system. The system ADT sells you is the same system for 10 times the price and you will be stuck installing it anyways due to the poor service all around from ADT. I tried to reslove this issue before i posted a review but they left me no choice. Dont fall for the gift card trick to install..you wont get it! I would give negative stars if I could.
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October 2022 by David M.
Horrendous Company. Do NOT use them. Their customer service is atrocious. They swear at the customer. And in trying to cancel a contract, I had to waste over an hour on their web site, their BOT, and their call center.. and still did not get to a human . Just the worst customer experience i have had in the US in 35 years.. in 2 states, and across dozens of vendors. Their kits is obsolete. Their follow up service agents are connected to their sales teams. Their web site is not great. And their price/ value is just NOT GOOD. AVOID AT ALL COSTS.IT TOOK 53 MINUTES to get to a Dallas agent, to CLOSE the account. Expect a 1 hour wait. wRite to their CEO , Jim De Vries, to complain. He has no standards, clearly.
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July 2022 by Gregory M.
Where do I start? The ADT app? The horrible customer service hold them hostage mentality? The incompetent people who are suppose to assist when your ajj ll alarm goes off? Don't count on anything - I've assumed I've paid them via the ADT app, get a payment successful confirmation only to have my payment reversed. Something wrong is happening at ADT - I'm canceling when I can because I'm locked out of adding the additional cameras I have since they weren't blessed by ADT. One would THINK they would enable a DIY customers but no. All they care about is $$$ and screw customers. The absolute worst security company ever.
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November 2021 by My Reviews
UPDATED REVIEW: After posting my review I did-get the response below which I replied to-I got a call from Andrew in the customer care team and he was very helpful and understood my frustration. He was able to confirm my cancellation but was not sure why there was a wrong address listed. He did promise to look into it and go through the call logs to try and figure out how that address got into my billing address file. BUT the main point is he confirmed my cancellation over the phone and followed up with an email to confirm and to assist with anything we might need in the future. I appreciate it and he made me feel different about ADT I just wish all the CS reps had his great attitude and follow thru. I updated my rating but deducted 1 star for the frustration yesterday as there should be a dedicated line for cancellations and you should not have to explain it to more than one customer service rep. Being transferred over and over is not only frustrating but it makes your customers loose confidence in you as a service provider...like how can they protect my house if they cant even transfer me to the correct department. Andrew did say they are working on that and I really hope they do, as we have been with ADT since 2009 in multiple locations and other than canceling service have liked the service-Thanks for addressing this-Terrible service first trying to get someone on the phone to help without be transferred 5 times is near to impossible.. the minute you tell them your moving you get the run around. Finally got a cancellation person on the phone said it would be canceled in 30 days and I have to pay reminder of contract that’s fine.. I asked for confirmation email they said they don’t send those... tonight got a confirmation email for cancellation and I have no idea what the service address listed is? As it’s not mine... I had this problem last time we moved and had to cancel services I thought it was a fluke but I guess not NEVER go into service with adt as they will play games the last thing I need to do is waste another hour on the phone and I can already guess what they are going to tell me.. we don’t send emails that’s from a different dept we don’t know why your address is listed that way... I mean I could go on and on.. we’ll they list my business for good
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July 2021 by Andrew M.
22 years a loyal customer with auto-pay for their convenience, come to find out my home "security" system has been completely offline and not monitored for several months yet I continued to pay my monthly service fee. Service. Right. All that time I falsely assumed my home and elderly dog had some level of protection. Here's another thing - they won't let you cancel. You'll get passed from rep to rep to rep while listening to their insipid hold music and messaging over and over and over until you give up and hang up. I finally received an email plea from one of their "Outbound Customer Service" reps (as in Quitting Customer) who promised me the literal moon and discounts and blah blah blah to keep me onboard. I responded clearly that I no longer want anything to do with ADT and to cancel my account immediately. What they don't tell you is it will take them at least a MONTH to actually cancel your account, all the while you're still being billed, which they did and despite me removing my bank info from my online profile they still managed to auto-deduct their ridiculous fee. And send me a paper bill in the mail. This is the anatomy of a lawsuit.
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April 2021 by Mel B.
Joke of a service and customer service. Complete waste of time. I just spend 75 minutes being transferred to 15 different people only to be told to call back Monday!!!
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March 2021 by Lala L.
BUYER BEWARE: the "early" cancellation fee is HUGE. If you need to end a contract early, you pay 75% of the contract balance. I cancelled my system 3 years early because I was relocating. I moved to an apartment building with keyed access. I was charged $1,200 for the cancellation! Note: What's really upsetting is that I've been a customer for 15 years, at two different residences. ADT is *not* customer facing. They have a total disregard for customer loyalty. Had I ever needed an alarm system in the future, I would've gone with ADT. But now -- they've lost a customer for life.-------------Ha - I just read Mazen's boilerplate response. I've been on hold for 45 minutes to "discuss further." They clearly have no intention of "discussing further."
