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October 2024 by Dan Sayles
I have been a customer of ADT for over 15 years now. At the end of 2023, we started having issues with our system not connecting properly to ADT. It is an old system and could not be easily upgraded. In speaking with the sales team, they sold a new setup which I was very excited to get installed. We agreed to put everything on a single monthly bill (services & installation) for a 3-year contract. The contract was signed & ready to go. The installation happened at the beginning of 2024 and seemed to go flawlessly, and I enjoyed the new system.
That is, until the bill arrived. They decided to charge me 1/3 of the total installation. It seems that after getting additional equipment during the installation, the contract was changed to 3-pay option plan. My mistake - I should have read before signing again, but I would not have expected this to change. After calling them and explaining that this should be over 36 months, not 3 payments, they agreed and escalated the issue to a different department for a new contract. Unbeknownst to me, they sent that contract via e-mail, and I did not see it. The following month, I called again as they were looking for payment. They agreed and escalated once again. This time, there is no new agreement sent to me.
I have continually called to find the status and I am repeatedly told that it needs to be escalated. Now it is nearly October, and they are demanding full payment or service is shut off. I called once again, and no more help. I have asked to escalate this, and they have agreed to send this to the local ADT office, but I do not see that happening.
I should have listened to the other reviews and either created my own security system (much cheaper) or went with someone else. I am sure I will end up paying this in full to keep the services running, but this will be the last purchase with them.
I really wish this would have had a better outcome, but alas – just does not seem like they care anymore.
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July 2024 by Phil Doolittle
Do Not even start service with this company. They have no customer service for customers they just want to lock you into contracts. The master panel burnt out they just keep charging no service. Do not start service!!! I've never seen service so bad except cox cable!
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August 2023 by Mitchell Hanson
Kevin Fisher and ADT have gone above and beyond to take care my family and our security needs. Amazing team and just really appreciate their services. Thank you!
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March 2023 by jason johnston
New customer, 1st had a scheduled time for installation for a Saturday between 8am to 12pm. Get a call saying they overbooked and had to reschedule. They came out the following Saturday and showed up 2 hours after yhe scheduled time. The tech started doing install, i signed everything. Then tech tells me he doesn't have the outdoor cameras. Tech said I'll be back on the following Saturday and install them. As you guessed it still no guy. Highly recommend not to go with ADT.
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January 2023 by Ben Eisenberger
Absolutely insane and criminal sales strategy - I’m expecting some shady things and annoying customer service when dealing with a multinational corporation, but I’d assume the tech would have had some modicum of decency to mention important things like the fact that you’re signing on to a 3 year contract with a 75% early cancellation fee. All of the paperwork was done on a smart phone with the general “here’s what this part says” guidance from the sales rep - of course leaving out all of the pertinent information, like something I would expect a sleazy very small company to do. Getting ahold of anyone in customer service is an absolute nightmare, over an hour on hold every time with a call center, and no way to reach a local office. I’m assuming everyone who does installing is a contractor because all of the local offices are just little office bays with no way to directly contact them. Miserable experience
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September 2022 by Alexandra M.
Fraudulent practices are encouraged via the ADT GAME! Firstly, the itemized list of equipment outlined on our contract was INCORRECT! I have notes from my initial quote/sales call with Kenneth Leibold, FL outlining the final equipment / new service bundle will include the following devices with a 5 year contract and monthly payment of $77.00:* 3 Contact Sensors* 1 Motion Sensor* 2 Exterior Cams* 1 Google Nest Video Doorbell* 1 Quickset automated deadbolt lock in Nickel* Smoke / Carbon Monoxide Detectors* ADT 7" Touchscreen Thankfully, I wasn't able to sign that contract as my name was documented incorrectly. Upon installation (less than two days later), I explained to the technician, Chris Hutzell, the many discrepancies in the equipment selection along with the incorrect name listed on my account... In order to remedy this quickly and simply, Chris guaranteed ALL errors would be corrected within 48 hours and he would return with the proper equipment/provide assistance in making necessary account ownership/primary contact changes at that time. He was able to install video doorbell (defective), motion detector, three contact sensors on doors and touchscreen during installation on 1/20/2022. I've attempted to make direct contact with Mr. Hutzell via text to inquire about the status of this merry-go-round without any response or update. It's now Friday, January 28th and I'm still without the equipment I was promised not to mention paying for services/equipment I do not have (including the DEFECTIVE and INCORRECT video doorbell ((ADT device installed rather than Google Nest sold to me by Kenneth Leibold on Tuesday 01/18/22)). I've now spent hours on hold or being transferred between l different departments attempting to fix this, however I've been promised time and again that this WILL BE CORRECTED yet I've seen ZERO results. I was also informed on MONDAY by Account Support that my case was being escalated to the local ADT branch manager and someone would be in touch within 72 hours -- 9 MONTHS LATER AND I AM STILL WITHOUT HALF OF THE EQUIPMENT, CHRIS HUTZELL IS A LIAR. STEER CLEAR OF ADT IN OMAHA.
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September 2022 by Brad Maxwell
I’ve been trying to cancel my service for months and every time I get ahold of somebody after waiting hours they hang up on me
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October 2021 by Natashia Klostermann
Horrible customer service. The local residential sales rep Jeremy is not helpful. I've been trying to reach him for over a week without any response. Once my contract is up, I will cancel and would never recommend this company.
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August 2021 by Andrea Barnes
I’m a long standing ADT customer and have recently moved and don’t require the ADT system. I have been trying to cancel service since 6-15-2021. Called a second time 2 weeks following original cancellation date because I kept getting calls that my system needed to be updated. Guess what my account wasn’t cancelled. Retried to cancel again on approximately 6-30-2021 and I was told I would not be charged and the account would be closed which takes 30 days per policy. So imagine my surprise when I get charged on 7-18-2021 for a service that I no longer have. I call again on 7-21-2021. Sorry your account is still active. Again I’m told we will cancel your account and get you a refund for July. I’m still getting calls to update my system so on 8-2-2021 I call again and now my account is pending. Will I be charged for August now and I’m still waiting for a refund from July. I know you love me ADT for being a loyal customer but I no longer need the service. The customer service reps have been awesome and very professional. My only complaint that I have is that it is harder than heck to cancel service!
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August 2021 by carmen arguello
Great experience with my technician, Very informative and answered all my questions, quite frankly he was over the top! Thankfully for all that he taught me about my alarm.
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July 2021 by C & T VDH
Highly recommend. Our technician, Sam, was highly knowledgeable, respectful, and competent in his trade while being patience and respectful to explain all options and capabilities of the advancing technology.
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July 2021 by Joseph Jaros
I would NEVER recommend this company to ANYBODY! AWFUL installation crew, terrible customer service, and completely unresponsive to the damage they caused to our home. We wasted our money paying them!
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July 2021 by Kevin Smith
The ADT team has given us great service and the install team is top notch!
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June 2021 by Matthew Clay
Very easy and professional to work with. These guys are the experts when it comes to smart home systems.
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April 2021 by r s.
I made the mistake by calling adt for my business. They were not a good fit so I ended the phone call and went about my life. Now I'm getting up to7 calls every day from all over the country trying to get me to use adt. I've blocked more calls from them. It's insane! They keep calling. I call the number on their website and tell them to stop the calls and the people are rude and transfer me around and nothing stops. I thought adt was a reputable company. What a joke! Beware of this company.
