ADT Customer Service Complaints - page 3

Signed 3 year contract.
Multiple attempts to get system installed correctly.
Unique shaped one floor hood rebut they could never get all the sensors to work correctly ( Probabty 15 service calls and phone calls). System would alarm in middle of night.
Panel in bedroom would light up at 2 am for nights ina row.
No tech support had any idea how to fix so it was covered with towel.
Had affront send a letter demanding refund and their response was basically you'll have to sue us cause we think we've met contract requirements .

Horrible service , below average tech support and almost zero faqs online to help.
Wait times over an hour often and they expect you to pay for technician to fix a system that has never worked.
We never enabled it in 3 years as we couldn't trust it to work corectly
Stay away
Too expensive for little (no value in our case) value

Horrible customer service wait time almost an hour. Tried to cancel the service they kept transferring your call to another line and wait time exceeding 1 hour. Please stay away from ADT.

The Customer service is the worst. This is the 4th time I've called over a period of a week. Each time the wait was over 10 minutes and no one ever came to the phone. Issue back window open Sensors not working

ADTs phone technical support people act as if they have not had any basic product training ever, they put you on hold as if they have to look up the manual. the worse ever

I have been with ADT for over 20 years. This is due to not having many options for home alarm service other than ADT & Brinks. I will tell you things have changed over the years and with the many options out there please do yourself a favor and do not go with ADT. The service is horrible, and you can't get anyone to help you. I was under contract for two years and the contract expired and should have switched to month to month. ADT turned off my service and I spent 2 hours on the phone with a virtual technician attempting to find out what was wrong with my alarm to learn the next day the service was turned off. How the technician did not see this I have no clue but again it's the product of the horrible service. Now to turn my service back on ADT wanted me to go back under contract which I refused. They informed me the only way yo turn the system on is via contract. I argued with them for over two days and escalated this until I finally got someone to agree to turn the system back on all be it with a minimum of a 3-month contract and then it would revert to Month to Month as it should have the first time. No explanation from anyone of why my account did not switch to month to month. This is a tactic ADT uses to get customer due to the amount of competition with many other providers and out the box alarm system you can purchase these days. Horrible business practices and the company has no integrity. Instead of being on top of industry standards and new and innovative system and ways to provide alarm service ADT rested on the monopoly they enjoyed for so long and now that they are losing customer left and right, they are taking advantage or doing very undesirable things to existing customer. I'm not done as it doesn't stop there. I'm, paying for equipment to the tune of $3,000 that I never own and when something goes wrong with the equipment you are required to pay for the items. Wait, I'm paying you for the equipment Monthly outside of the service and when the equipment breaks as everything on this earth does, I have to pay you again for the equipment (purchase) the new item even when the item that broke is still not paid for. How do I not own the equipment but have to pay for it at the same time. This makes no sense as I had a keypad door lock stop working and called to have it replaced and ADT informed me it would be $299.00 for the new device and another $99.00 for the service technician to come out and replace it. So, I asked do I own the lock? the answer was no! So, who owns the lock? "ADT Answer" we do. So am I paying for the lock? "ADT, yes" So I'm paying you for the item I will never own as you own it, but I have to pay for another one to have it replaced and I still don't own it. Crazy. Do yourself a favor and step into modern times and purchase ring or one of the many other alarm systems you can install yourself. ADT will not exist in the next 5 years doing business like this.

ADT has completely forgotten what service is, let alone security service! Hold times exceed 1 hour for support, and longer to cancel service. Pathetic Chat Rooms, absolutely no help. The Specialist Number is never available and after an hour of sales pitches it is beyond frustrating. To cancel a service after 11 years is something that most companies would care about. Not ADT. Everyone needs to post their horrible experiences.

Just wanted to test system can't get any help
Terrible service l

Horrible Customer Service, Runnnnnn Do Not Get Service With Them. They Only Care About What They Can Charge You For, Even If Your System Doesn't Work, And Refuse To Help

The agents follow carefully scripted lines, and the system for customer service is among the worst I've experienced. The focus is on selling, not dealing with cancellation requests and billing errors. Agents apparently have very narrowly focused areas of responsibility. Nothing is solved in one step with one person. After previous attempts to resolve a billing problem based on ADT error, totaling several hours, I just spent 75 minutes an online chat, after a phone call where I waited on hold for 25 minutes to talk with someone who transferred me to someone else. After 20 minutes on hold for that second person, I gave up and started the online chat. I have now been assured that my bill has been

9 calls now - over 2 hours - still trying to get a human - got one for a few minutes then disconnected on transfer

ADT JUST PLAIN SUCKS

267 Negative Reviews!!!!!

The most horrid customer service on this planet. Terry would not send a service tech out until she asked some "trouble-shooting" questions. We have no idea how to answer her. Then, after stating that the alarm pad was out on a Monday, she said the soonest appointment was Thursday?!?! How is this protecting our company??? How is this the "BEST" customer service in home security.

The worst customer service of any company I've had any experience with. Of the 2 year contract period it only worked correctly a few months. Called customer service multiple times and after waiting extended periods had to be walked through the same routines. Once a technician actually came out and got it working for a short time. I finally gave up on the system but continued the payments required then spent another almost two hours just to cancel the subscription with an extremely pushy and rude customer service. I'm unhappy enough that I will no longer watch Property Brothers as long as they are associated.

ADT has ABSOLUTELY the worst customer service of any company I have ever dealt with!
My unit battery went dead. I went and bought another one at Batteries Plus. They said it was dead so, they sent me another battery charging me $35.00 for it. It was also dead.
At this point I could not get in touch with customer service because they HUNG UP ON ME after I held for 30 minutes.
I finally got them after over a week without an alarm and closed my account. That was in August.
Today, September 16th 2022, they took out a payment of $33.37. They say it was for service I had in August! I had no service in August!
I am going to give them a 0 rating!

I adamantly advise consumers NOT to engage in any contract or business with ADT. They do NOT honor their "6 month satisfaction guarantee". I had moved my service from one state to another and was sold "a bill of goods". First of all, the installation of enhanced equipment was shoddy and incomplete. They installed a digital door lock which has never worked, they did not install all of the equipment that I paid for, and the straw that broke the camel's back was when we informed them (repeatedly) that Spectrum upgraded our internet system (we had brought older equipment with us when we moved) and we informed ADT that we needed to reset our system due to the modem upgrade, they refused to help us reset the system and wanted to charge us hundreds of dollars to simply enter a few codes. When I pointed out all of the issues and that their "tech" had never completed the installation and the door lock system and google nest had never worked, suddenly the whole thing became "our problem" that they refused to rectify without charging me hundreds of dollars. I went round and round with countless supervisors and managers, only to have them try to twist everything around on us and trying to blame us from about 5 different angles and imply that it was all our fault. When I refused to budge and continued to hold them responsible for their refusal to rectify all of the problems with the shoddy installation and not even completing the initial installation (it became late and the tech told me he was working beyond his work hours and wasn't obligated to stay to complete the job and I could I call his personal number and not ADT to complete the job when he had time), then I finally HAD enough and invoked my right to cancel my service. Then I received a call from a "supervisor" informing me that they were not going to honor the guarantee because I refused to let them come and fix the problem. I told her that I refused to pay for their techs to come and fix all of the issues with the system due to their shoddy installation and incomplete installation and the fact that the system hasn't worked from day 1. Why should I suddenly be responsible for that??? She then tried to blame it on us for the internet upgrade we had to do shortly after moving in, which was ridiculous considering that the system never worked right to begin with. I told her that as far as I was concerned, my contract was null and void and they could turn off the system, and pick up their equipment. She said no, that they would not release me from the contract. I told her, ok, I guess I will have an attorney contact you and you will see me in court. I later called back and asked to have the "auto payment" removed off of my account and the rep said he did it, but I am continuing to have money removed from my account. I tried to remove my account on line, and their system will not allow it to be removed. Last resort is a stop payment with the bank and to start filing paperwork with various agencies for fraud. I repeat DO NOT engage in business with ADT. They are a very bad company to do business with and do not stand behind their work or honor all of their promises to you. Buyer beware!!!

Adt won't answer

Very sad company

I open my account 3 years ago and when it comes to customer service it suffers badly. My business close down because COVID and simply wanted to cancel our service, but in no way were they going to do that. In one call alone I was transferred 3 times. That last was an experience I never want have again. In the second call I was transferred immediately and waited eternally and after 3 years I realice the open 2 accounts for me in the same address! Crazy and no one can help me so they ask me for 1255. 00 to cancel my extra account like 2 electrical account in the same address and they never tell me nothing. Never again will I ever use ADT as my security provider. Again. In the second call I was transferred immediately and waited eternally before hanging up. Never again will I ever use ADT as my security provider.

Worst customer service ever. I have been with ADT for 12 years and the last 2 have been a nightmare. They expect you to pay them 100 a month and don't support their product. The customer service phone number is a nightmare. You can wait an hour for someone to tell you that you need tech support then wait another 45 minutes to talk to tech support. I can't wait until my contract is up and then I'm switching to Vivint. Even changing a battery is a nightmare and if they do it they charge you a service call. Their equipment warranty is the shortest in the business. Look out ADT your not the only kid on the block anymore.

For over a week my cameras have not been accessible!
Partner had a 5:oo phone fix with tech they blew him off
Hours and hours and hours troubleshooting on own
Nobody comes to house anymore like when purchased system!
Fed up with ADT!!!!!

Horrible service. Been on hold for a hour just to get an appointment to get a service technician to come out to my house.

3 minutes to get a sales person, 10 minutes for an emergency call answer, more than an hour to get technical support. You take your own conclusion. No worthy.

ADT another dumb technology company. Not reputable at all had our smoke alarm go off 15 minutes later they call. Enough to burn the house down. Had problems with door locks, a week later they co.e out, still not working right. Very u professional stuff will not deal with problems a d pass the uck to a other that your on hold for 50 plus minutes or hang up. This hand does t know what the other ha d does. Staff has a arritude, and double charges you for when a credit is to be applied twice. They are not what they use to. E. I the 80s they were great, today they stink. I would t recommend the. To a yo e. SVe trouble a d look otherwise. You will be glad you did. Very unsatified.wish I never went with this company y I give them mi us 5 star

An ongoing problem with my alarm/security system. They sent a tech out many times in the past 8 months. Told me no charge this is the 2nd time they did this. They have been trying to fix my system for 8 months. All they keep telling me is I need to upgrade my system. Full disclosure when the system is installed you should state you need to replace it every 5 years. Debited my account for 70.00 without my knowledge or consent. This was supposed to be no charge. I want my money back and I want to understand how a company such as them has the right to go in and take money without permission When I go on line it asks me if I approve the transaction. That means I have to give permission. Now I have to wait till they get good and ready to return it. They clearly need to be charged with stealing money and taking advantage of a senior citizen. They need to disclose if you put your account on their website to pay a bill that they can go in any time and take whatever money they want. I now have to wait 5 days or more to get my money back. So now they are giving me 2 months credit. They are giving me nothing I now have 60 dollars in bank charges that were incurred because checks bounced due to them taking money they were not entitled to. I am on a fixed income they have left me with no money to eat till the money that they took is replaced.

ADT Customer Service is the worst. You get transferred from department to department to department and not one person can resolve the issue. It took over 5 hours to get a resolution. I was put on hold for over an hour each time. Talked with 9 different people who each time I had to explain the whole thing over and over. It was exhausting and extremely frustrating. I asked for a managers name and was told they would call me within 24 hours. Of course I did not receive a call to voice my concerns and complaint on how I was treated. It has now been 72 hours and still no call. Very sad after being a customer for over 20 years.