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October 2024 by Zack Campbell
DO NOT USE!!!!!!! RESEARCH!!!!!! ADT is only interested in contract value! The “technicians” will only try to upsell or recruit you! They DO NOT act in good faith when each separate representative I speak with has contradictory answers and per contract the customer is forced to give adt three chances in six months to get it right. If only your tech had explained the contract and the true quality of ADT as a company. How do legal scams like this still exist?????
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October 2024 by Dan
the customer service is from hell, very unpleasant
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October 2024 by Chester Sprankle
I'd rate them less if I could. The technicians have always been awesome. However after about 20 months into my 36 month contract the hardwired doorbell is acting up, saying the battery is critically low. Yes, you read that correctly, the hardwired doorbell is send out an"battery critically low message." I call ADT and they say all is well on our end and the doorbell will fix its self. Fast forward another 3 weeks and it's still acting up. I contact ADT and they want to charge me $59 for a service fee in order to send a technician out to examine an issue with equipment that they installed. They take my monthly fee without issue and want to charge me to send a technician out, they have obviously lost their damn mind. I will have Vivint buy me out and switch everything over the next time they visit the neighborhood. This is absolutely terrible customer service.
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July 2024 by judy mann
Please do yourself a favor and not use this company. They are dishonest, lack transparency and their customer service is horrendous (this is a generous assessment.) we have spent endless hours on the phone only to be given the run around. Each department has a new interruption of what happen and what needs to be done. Every promise has been unfullfilled. Simply not worth to trouble.
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February 2024 by Doug Trainum
About 2 months ago, after several battery changes in my ADT home monitoring system, ADT dispatched the fire department to my home based off of a false alarm.. I was advised via text, email and phone call immediately. By the time I got home ( within 10 minutes of notification) the fire department had already broken into my home and found no fire or evidence thereof.... I explained to them my dilemma of the previous few days with low battery messages and false alarms and advised ADT... They were to send someone with a new smoke detector... Fast forward a couple of months and I damn near set my home on fire last night because I don't have an operational smoke detector... When I wasted even more time calling this morning, after telling the exact same story to four different people, the last one says yes we will send out a technician to replace the faulty alarm, 210 plus due whenever we can send someone" PRIOR TO " installation....I won't be paying for another smoke detector just like I won't be paying ADT for monitoring the alarm system... ADT, you're FIRED!! ( Pun intended)
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January 2024 by Mark M.
on the chat line for three techs. all 3 apparently can not read and. was bumped off twice. service sucks do not commit to A DT. go to Ring instead
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November 2023 by chris gally
I wouldn't recommend ADT to my worst enemy. Be prepared to spend countless hours on the phone with "customer service" as they transfer you from representative to representative because nobody knows how to do anything. The person who installed my system in December of 2021 stained my brand new $600 dining chair with his dirty pants and installed the system the wrong way. We had multiple doorbell issues. Don't even bother asking for footage of package theft because it is "not their job to monitor your front door". Also, if you plan on moving and cancelling services, they charge you the full amount for the equipment and whatever is left in terms of your monthly contract. The idiot who sold me my system did not disclose the second half of that, but only that we would have to pay the remainder of the equipment charges. Dishonest business practices and no customer service. If you care about your home, please do not use ADT.
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November 2023 by Sean McNevin
ADT CUSTOM HOME= FUBAR
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November 2023 by J B
ADT set up our system Aug 30th 2023. I canceled it the very next day. Today is October 19th. It took2.5 months, over 17 hours of speaking to various customer service agents/managers/account specialist to close my account and a mystery second account that was also opened up that nobody had any idea how or why it created.When the gentleman came to pick up the equipment he wanted to charge me $150 for which I refused. Because I had already gotten confirmation that I was to pay nothing they were just there to pick up the equipment.The whole point of my review is not to just complain but to warn people. ADT is supposed to be the best security system. Yet an entire account was opened with nobody's knowledge. Why was it necessary for me to speak to 17 different employees managers and Specialists just to cancel a simple account? Why did it take two and a half months? Just know before you call them to set up an account make sure you have lots of extra time on your hands in case you want to cancel it or have any issues regarding billing, service, equipment. And make sure you have at least 3 hours for them to install two simple cameras and some motion sensor devices.
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October 2023 by T. R.
ADT has kept me on the phone for over an hour! I've had to call back. I'm exhausted from the poor customer service. I called in the beginning inquiring about a more competitive rate. I was transferred to sales who, in my opinion was unable to offer me a competitive rate. I than asked to be transferred so that I could get the 31.99 rate I had been quoted by the previous call. The rate didn't include taxes. I was transferred to Technical Support and I don't know how a rate reduction has anything to do with them. I've been given the run around and I'm quite upset.I went on a merry go round of being transferred from one department to another. The customer service is inept. It was a nightmare. In the end I wasn't able to get the lower rate. I even tried cancelling my service but wasn't able to do so.I'm fed up. Is this a reflection of what customer service is as transitioning to Artificial Intelligence takes over? At this point AI may be an improvement.Disappointed and Unhappy Customer
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September 2023 by Lashawn Johnson
I had an interview with the Gaithersburg MD manager and to me it was not professional because my interview was on Google meets and he didn't even have his camera on. It was weird and I was uncomfortable because it was supposed to be a face to face interview and it wasn't.
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November 2022 by Sandy S.
Worst customer service ever. I've moved after 20 years of service from them, not getting security in my new place. Chat won't let you cancel it, they force you through a phone tree where the wait is once 51 minutes, then 56 minutes, then 57 minutes, then after a week of trying, but getting cut off by phone trees finally succeeding in canceling my service I asked for a refund because they charged me the day we closed on our house even though I changed the expiration date of my credit card because the system wouldn't let me delete it. They charged me a day early and somehow hijacked the credit card expiration date. The song they play on the phone tree has a melody that repeats literally every four seconds, then after enduring this torture for 30 minutes, it cuts me off, wasting all this punishment. ADT HATES its customers or why else would they treat them this way. I will never get their services again
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August 2022 by Frank Hubbard
I highly advise staying away from ADT. They have the worst customer experience I've ever received from a business. They can't even rectify a simple issue they created situation since I signed up with them over a year and half ago. I've called them dozens if times and spent hours on the phone contacting them and its like pulling teeth to get them to do anything. They always put me on hold for long periods of time when I call. This last time I called less than a week ago they scheduled a tech to come fix the problem this last Thursday and the tech never came. I had no follow up at all after this I tried calling again and they put me on hold once again. I'm not a hard person to please at all but this has me extremely irritated. At this point I'm going to have to pursue legal action I guess because they're not holding they're end up. I highly recommend to stay away from ADT. BUYER BEWARE. DO NOT DO BUSINESS WITH THEM UNLESS YOU WANT TO WASTE YOUR MONEY. If you're interested in home security there is plenty of new home security systems that do the same thing as ADT but much better quality customer service and no contract with a monthly bill or fees. ADT is basically an outdated service just trying to stay latched on like a leech to anyone that will sign up for their to take their money
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August 2022 by Nissey A.
I got bamboozled into upgrading my alarming system after what I originally asked for couldn't be done because the information given to me was incorrect..I even paid a $100 down pymt (which I still have NOT been refunded back for that either) so while they were there that's when they explained to me about the upgrade.(thus happen in mid July btw).. I got the upgrade last thur on the 4th after they had the reschedule my original appt...the tech installed the new pad, explained everything to me and left (oh yea! I paid $100 down pymt on that too)..the tech left, not even 24hr later the system crashed, completely black.. called customer service, she and I tried to rest it and nothing.. they rescheduled a new tech to come out today (which he was late btw) he told me the last tech installed it incorrectly, the wires were crossed and could have fried the system and possibly start a fire. I called for a credit for my inconvenience and having to leave my house unsecured for a week, maybe be compensated with a key-fob. They gave me $14 (really). I asked about a key fob with the original tech, he told me a price and they would not have to come back out and I be charged to be programed.. when I called today for my compensation they said to order a key for there's a fee to have them come back.. this is very upsetting and my life was in danger not from lack of security, but also from faulty installation and think I'm worth more than $14. Plz contact me..with a solution.. Thx..Ms. Atkinson
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July 2022 by Roxie D.
I first signed up with ADT in 2017. The technician who came to install the equipment complained that he was underpaid and didn't want to be at work *the entire time,* and then drilled through a massive electrical wire that knocked out power to half my house. Even though I watched him do this, and saw the power go, he said it wasn't him. The electrician who came out to repair the damage confirmed that yes, the power was cut when someone drilled through the wire. I had to get an emergency electrician out, after hours on a Friday. It cost me a ton of $$ and ADT was AWFUL about reimbursement, it took months. The other tech who came out to set up the computer system left one of my windows unlocked, and I had a break-in through that window a few days later. The intruder locked my dog in a room and there was blood on the floor, it was *horrifying.* When I called him the tech out on leaving my window unlocked, he said he wouldn't have done that. Except he did. The lack of accountability is disgusting and inexcusable. ADT's customer service is absolute TRASH, and refused to refund my money on the equipment and let me out of my contract despite these issues in the first week of their service. I held onto them because the fee was so high and I'd already paid for the equipment, and when the contract expired, we were in the beginning of the pandemic, so I was stuck with them or nothing because I didn't want to risk strangers in my house for 8+ hours to set things up, 2-3 days in a row. That's how long it took them to set up the equipment. The equipment constantly failed and sent false alarms to the police, and I was charged each time. ADT refused to pay, even though they have a "false alarms" division for this very reason. This week, my carbon monoxide alarm kept going off. The first rep I spoke to said to get a new battery. It took a few days to arrive, and when I put it in and was troubleshooting with a tech on the phone, the fire dept came banging on my door. The IDIOTS at ADT didn't stop the trouble signal, even as I was on the phone with them to repair their trash equipment. Well, turns out that monitor is expired, and they need to send a tech out to replace it. Ok. They said they'd send someone in a week. In the meantime, the base alarm keeps going off at random, every 15-60 minutes, for days, saying that the monoxide detector is offline, and that a different battery needs to be replaced. I got you, except ADT won't allow customers to fix this themselves, they have to have a tech do it. So what are we supposed to do for the 1 week+ it typically takes to get someone out here?? Just have an alarm going off every 10 minutes? Customer service is no help, so I called to cancel. They hung up on me when I tried to cancel, and when I got someone, she said she would take care of the multiple issues. Surprise, she DIDN'T, and my alarm was still constantly going off. Last nigh, it went off every 10-15 minutes, and customer service was no help the 5+ times I called them. I called in around 5am absolutely SCREAMING because I'd had enough, and lo and behold, that customer service rep was able to stop the beeping and cancel my service. Not sleeping for nearly a week, dealing with incompetent reps, and being woken up in a terror by a loud beep sent me over the edge, and I absolutely *hate* that when I called in and was polite, they treated me like trash and told me they couldn't help me- but when I went full Karen due to frustration and a week of sleep deprivation, they resolved the issue within minutes. STAY FAR AWAY FROM THIS COMPANY, especially the Gaithersburg branch.
