I have experienced almost all of the complaint's listed below after a 5 1/2 hour visit. .First of all I would like to suggest that you contact the Attorney General's office in your sate and report these complaints. Second, I would suggest you contact the Consumer Advocate for your County, State, etc. " Bate and Switch" is the term. They offer you all of this equipment free of charge and then when the salesmen comes out whose name was Tom, he ,told me each of the the things were optional and cost hundreds of dollars after he had gone in my basement and disconnected my wires saying he was looking for the plug. He was supposed to show me equipment not install, When I refused the set up and called his superiors he disconnected my other service and left without putting the wiring back.
HORRIBLE SERVICE! Never will I choose a Dr again! I've been a 7 year customer and I call around October to see about a bill being lowered. Somehow I find out 2 months later when I want to cancel my services that I have been WRONGFULLY signed to a 5 year agreement! (Who is that dumb to agree to 5 years!! NOT ME!) Adt wants over $1400 too cancel because I'm in a illegal contract. I call not once, twice, but three times to contest the phone call back in October being told I will recieve a call back with 72 hours on each call. I waited 2 weeks in between each call...do you think I've ever recieved 1 call back?? NO! Horrible horrible service and I feel as if I'm being conned! I will exceed further to get this corrected! I'M DONE!
Does anybody responds from ADT here? I just had the rudest customer services manager literally hang up on me as he did not want to go over 2 years of monthly history with me to resolve an issue. Can I please have someone reach out to me as this person at customer services should not have this type of role.
***do not go thru ADT/Defenders****
Worst customer service I've ever experienced in life. I moved and had service at a NEW residence and they continued to bill for for service at the original address on a credit card that I NEVER use so i never knew i was being billed simultaneously for 2 seperate residences.Tryed to get it resolved with their incompetent staff in customer service and suddenly I'm being bounced back and forth between ADT & Defenders and they are both blaming each other. I spent 2.5 hours on the phone with someone on a friday 2/2 and still havnt gotten my $215 credit back and they are still billing me for service at the NOW VACANT address. I will not go thru them again and i suggest you dont tie yourself to them either.
To the ADT President.
I would like to say that i am very disturbed by a particular employee manager Amber 17867 in the customer care department. I was speaking with this lady about moving my system to a new apartment in the same location and i explained to her that when i set up the system a selling feature was that if i moved, my system would be moved for me at no cost to me. She told me that there was not such a think and that i would have to pay 99 dollars to have it re-installed with a new panel, which mine is only 5 months old, plus my contract would start over, but she would give me a 100 dollar visa card. I then explained that those "third pary visa cards" charge you a fee and so in reality im not getting it reimbursed. I then explained that when i originally set up the account i was issued visa cards straight from the company so i did not have to pay the fees, otherwise i was going to cancel. So i asked the manager so what your saying is that i signed a three year contract and since im moving and dont have money to pay the fee im F'd and her response was and i qoute "yes thats correct
After 12 months it's free but if it's in the 1st year of service there is a change. But remember the 1st 6 month there is a guarantee that if your not happy you can cancel.
Since 9 am I have been either on the phone or had someone from one of your dealers here at my home. I made an appt to have someone come to my home to give me a quote and go over things at my home to better my security. The young man that showed up this am was here to instal a whole host of stuff. When I explained I just wanted a quote he said he needed to check my signal and see if they could even service my home. ??? He asked to see my box in the laundry room and said he needed to a little checking and it would take a few minutes. I went back to my office and back to what I was doing a few minutes later he came and said I had a signal they could use and he would show me a few things they offer etc. A few minutes later he came back in with several boxes of stuff and told me he was not a sales man he was an installer and he was there to install these Items. I said I didn't want an installation just a quote and had some questions. He then walked around the house with me to look at windows and doors and what I already had with my exisiting security system. Little did I know he had removed one of my security key pads and put his ADT one up and had cut the wires to my exisiting security program.
When I questioned him he said he was there to instal. I let him tell me what all he recommended and when he gave me the price of over $4200 I said I was not going to let him install anything until I spoke with my husband as it was more then I expected and didn't really think we needed all the stuff he wanted to instal. I asked him to take his key pad off and reinstal my current system he said he couldn't. I called his supervisor and explained the situation he said he would call his installer on his phone and walk him thru the steps to fix it. The installed walked out side while I assumed was on the phone with his boss to fix my key pad. As I looked outside I saw him get into his car and drive away. Freaked out I called his boss back and he said the installer just quit. The supervisor said I would have to call my current company and have them fix it. I called them and of course they will fix it at a charge to me for a service call and any damage that ADT did was my charge as well.
I called the supervisor back he said he would be out to my home in about an hour and would fix it as he knew my current system and could fix it. After an hour he and another guy showed up to "fix" the problem. They also said some strange things about the young man that had been there to install and said he cut wires on purpose when he found out he was not there to install. After about an hour I had one ADT pad and one of my exsiting pads and he said it all worked. Stupid me I didnt think to call my current security company to make sure it was sending the signal since when I tried all the stuff on my exsisting pad it all seemed to be normal and fixed. After they left I called my current company and there was not signal being sent to them so he in fact did not fix it. By now it is after 1:pm. I called ADT back and told them it was in fact not fixed and that my current security company could not get out to fix what ADT had messed up till the next day. His response was sorry and that if there was a cost he would cover it. I was fine with that but not happy at all with no real secureity system in service and having to spend another day at home waiting for a tech to fix what ADT messed up. I spent the next 5 hours trying to talk to someone at ADT corp and was hung up on, disconnected over a dozen times and at one point had some idiot on the phone that said she was offened by tone and the fact that I wanted to speak to her supervisor She was one that hung up on my crazy idiot. I am so angry I would never ever have ADT do anything for me. I will for sure tell everyone in my neighbor hood about this and will post my expienece every chance I get and will discourage eveyone I can from using ADT ever for anything. ADT you are the worst and your customer serice is so bad.
As a large business owner in the construction industry we receive many calls a day from client, subcontractors and vendors trying to obtain our business. We were appalled today to have a call from a representative from one of your call centers, who stated upon answering the phone " I am calling about the buildings" our receptionist asked which project they were calling on and where they were calling from. The representative on the other end stated " I am calling from ADT B$4*!"
Hopefully you monitor all the calls and this person has been immediately let go.
Let me start by saying that I have had ADT for 17 years. I transferred my service from one home to another. And after this experience I am PROUD to say I disconnected your services. If anyone in corporate looks at this thing, you should be very concerned that a 17 year faithful customer has cut you off. And here is why....Every time and I do mean every time I need a tech to come to my home its a disaster!! I have NEVER made a service call and its complete in one day. I always take the day off sit home nd either no one shows, they show late and then they are never competent enough to solve the problem, so I have to schedule for another tech to come out and sit AGAIN another day. However, I only want to discuss this current issue. Anything else you can locate in my account records. I woke up about 2 months ago to a very annoying chime that was reoccurring about every minute. I contacted ADT and after trouble shooting with tech support I was told that my battery in my motion detector had died. Rep said a tech had to come out. But based on my previous experience I refused tech for batteries and asked for them to be mailed. After waiting 7 days to get them in the mail I went to replace them and they were the wrong batteries sent to me. I contacted ADT again and explained what happened. This rep actually took the time to look up my system and because it was installed in 2009 informed me that it was an older system so batteries weren't available through ADT. The rep said if I purchased them myself that ADT would reimburse me. It took me almost 2 weeks to find a place selling the batteries, only to purchase them and that did NOT solve my problem. Annoying beeps still happened every minute. I called ADT again, after trouble shooting I was told it was my control panel. Needless to say at this time I am not happy, not happy at all. I had the call escalated to management because of the frustrating situation. I was informed that a tech needed to come out to fix the beeping but as a consolation prize she would add a touchscreen panel at no cost. GREAT right....no wrong. I didn't schedule the appointment right away because I had to take a day off from work and when I called back it was a run around about getting the free touchscreen panel. Again I escalated the call. Okay we are in business, I get the appointment scheduled and the free touchscreen. The tech shows up and tells me he doesn't have a touchscreen on his truck and that he can fix my sensor and I have to schedule another appointment. WRONG I took the day off for this. So I informed him that I had spoken to his dispatch 20 minutes before he came and they said that he definitely had the touchscreen panel. I also advised him that if he didn't have it that he could leave and that I would call ADT and speak to a supervisor. He checked his truck and it's a miracle.....he has one!!! He asked me about a battery box that no other tech has ever bothered before and he takes 3 hours to replace one (1) sensor and he cant seem to get the touchscreen to work. He informs me that I have to schedule for another tech because he's been at my house for 3 hours and that it is his daughters birthday and he has dinner plans. And he left!!! I immediately called ADT and told them what happened. While talking to a supervisor again, I notice that my pulse app says "system in install mode. A technician has to activate" he was in such a big rush that he left my system in install mode. So I cant access anything on my pulse. I can't view cameras, arm, disarm I can't do anything. And he is GONE. I'm speaking to a manager named Mike at this time. Because I have made so many calls he has assigned himself to me. He promises he will get a tech back out the same day, its roughly around 3:30pm at this time. However, he finds a tech in my area who says he can come out in 30 minutes. And he actually shows up on time. He spent 2 more hours at my house but he fixed everything the previous tech did not. We sat at the kitchen counter and he had me check everything to make sure that it was working and everything was fine. He was the ONLY tech I can say good words about. Now its roughly 6PM. the tech leaves and at about 10PM I went to run out and set my alarm is not working again. It says it's offline. I'm sure it has something to do with that box the first tech messed around in. I called tech support all night trying to get it working....but that didn't happen. Mike calls me to make sure that everything went okay. I inform him of my trouble. He reads my notes and he can't believe the amount of times that I called and no one was able to get it started again. He says you need a tech to come out. At this point I am teched out. 2 days and 3 techs. I took the day off for nothing and he wants me to wait another day for another tech. I told him absolutely not! We went back and forth and he finally agreed to send a tech out that same day to accommodate me for the inconvenience. Good right....wrong! It's probably around 3pm when we decide that I will get a same day tech. He tells me that the tech will come between 5-7pm. I sit home and wait only to receive a phone call around 4:30 that says the tech changed the time to 9-11PM. Well that's late, but I agreed because I really need to get this thing working. I feel vulnerable without it. Since I have now wasted 2 days I decided to run some errands and make the supermarket. At around 6 I receive another call that says the tech changed the time and that he is coming between 7-9pm. Okay so now I have to abandon my shopping cart and hurry home. As soon as I got home I received another call saying that the tech says make sure that my ports are open or he can't fix anything. My ports?? What are those and how would they become closed. I asked the woman calling me if it was possible to find out from the last tech if the ports were open. After waiting she confirmed that they were. Well the tech showed up to my surprise shortly after 7. But the first thing of his mouth was "you have to call your internet provider and open your ports." that's gonna take all night so you may have to reschedule" WHAT! What did he just say??? I kindly asked him if he could wait while I got them on the phone. I explained the dilemma that I had been through and he agreed. I also informed him that on my last call with Mike he determined that my gateway was reset and wiped cleaned and that he has notes for it to be replaced. Well, he says " I'm not changing that it wont make a difference, you have to open your ports" I tried explaining while troubleshooting the night before my gateway was not blinking the proper lights and it was decided that it should be changed. He refused. Didn't wait long for my internet provider at all. They said they needed an IP address for my PULSE and they could open the port. The tech said there was not an IP address affiliated with my pulse. the internet company says that there is. The tech is only repeating that the ports needs to be opened. So I used my home phone and called ADT myself again and was able to get instructed on where to get the IP address. My internet provider is able to open all 5 ports that he requested. The tech keeps saying they are still closed. The internet provider gave me a website to go to and check myself and they were all open. The tech says they are closed. I am frustrated to say the least. I asked him to please change the gateway that Mike instructed and he refused. Now its after 9PM the 2nd day of waiting on a tech and he says he has to leave and I have to reschedule. This can't be happening!! To add insult to injury when he sends the work order to my email address he states in his remarks that I began to rip all the equipment from my walls and that I threw them outside on my lawn in the rain. THIS IS A LIE!!! A VERY BIG LIE!!! I did not do any such thing. I threaten to do it, but I did not. Once I saw those comments on my work order I was LIVID. I called ADT asked them to cancel my services and refund my for the last 2 months that I haven't been able to use it. Mike called me to see how things went. Again, he assigned himself to me because he sees how bad things are with this. He was displeased that the tech did not follow the notes and he was also displeased that I disconnected my services. He tried to get me to reinstate them and get a supervisor to come out this time. But I refused. After 17 years of being a customer I am going to move on to another company. I think I have endured enough!! How does changing my door sensor evolve into talking to 10 tech support reps, 3 supervisors, 3 field techs and 3 days later still with a resolution. All I have to say is GOODBYE ADT and good riddens
OMG literally i have had the WORST experience with these incompetent idiots. I got their service with no issues for like 5 months, i literally moved to a new house and started service there. They never cancelled the service at my old address, so i was being billed on 2 seperate credit cards for both residences at the same time. I called to get my $ back and was told to allow 30 days for my credit to be applied, NOTHING. I called again and was bounced and transferred to 3-4 diff people, each time noone knew who i was or why i was calling. I had spent 20 minutes explaining the story to each person. Then to top it all off, defenders the equipment people and ADT blame each other as they bounce you back and forth. ******DO NOT GO THRU THEM, i repeat, DO NOT GO THRU ADT OR DEFENDERS*** You will be sorry.
Terrible appointment times and customer service, from their office and corporate. I am hoping the equipment lives up
To the name ADT company worked hard to build because employees had zero interest or did they care about customer satisfaction. Corporate office stated that my payment date would be In contract and it's not just stated I needed to prepay, which I could have selected any day. It said adt would charge me agreed upon amount and if there was any changes I would
Get notified within 15 days. I will be keeping adt based on name of company and brand built not based on customer service received. Thank you. I will inform everyone moving to area of how my experience went.
Window wait time is too long 5 hours! Then tech was a no show. setup a new appointment with the coordinator. W anted to give me another 5 hour window, no way! Had to take the first appointment at 8 a.m.. I told him I felt I was due at least a month credit for wasted time. No problem. Well, I just writing Corporate, because I didn't get a credit, though they debited my account for the monthly service and put my credit card charge through the same day the tech took 3 hours to install a window sensor and move a wireless motion detector! Eight hours total. I am retired and that's a lot of valuable time wasted!!!!
Great home security company with state of the art equipment. We are proud ADT customers. Every time the panel has a trouble they have been helpful and very educational. Thanks ADT!
ADT has the WORSE customer service known to man!!! I was a VALUED customer with ADT my home was burglarized WHILE having an active ADT account!! I called today after leaving ADT for a few years to see if giving ADT a second chance was worth it and the representative hung up the phone TRASH SERVICE as I vaguely remembered!!!! Maybe I should still get a lawyer!
This is the worst company regarding customer service......How can you call yourself the most trusted company when your service doesn't work!!!!!
After reading below - I have decided to hire an attorney - I'm going to sue them for not turning my service off as requested - I've fought with them for this very a year now and they have continued to bill me even though I no longer have their service - have had no active contract since 2014 - they are hurting my credit and since they won't stop I'm going to try legal - now it's a matter of conscience I'm pissed!
Worst company I've ever had to deal with
Please don't ever get involved with company
They automatically enroll you in auto enrol to take recurring payment from your credit card. I called and let them know I did not sign up for auto enroll for recurring charges against my credit card. I advised I would pay bill when due via website. The website would not let me pay because I am on auto enroll. I again called them and told them I do not want on auto enroll . They then said something about u have to. I told them take it off I will pay the entire year. They wouldn't. I was on phone for like an hour trying to get the individual to let me pay the year in advance and take me off auto enroll because I have been on these auto enrolls and you go through all these issue to get them shut off when your bill is final and over. Finally he took my credit card and charged me for entire year and said I was removed from auto enroll. Then I get a Feb bill saying I am in auto enroll and bill will be taken from my account do not pay. I call ADT customer service and they say I never was disenrolled from auto pay. Then I was told I will disenroll u. I don't believe it. This is terrible customer service and dishonesty saying I signed up for auto enroll. I would not recommend this company. The whole process was terrible due issues with me using a reseller vs ADT corporate etc and the products are not state of art that can now be bought in places like best buy that are just plug and play systems with no lengthy contract and run around.
I got into a contract for three years with Adt because the dealer who sold me the system said I could take it with me if I move. He never told me I had to pay for moving and not only that, when we move ADT automatically put you in another year contract just for moving. We paid for 7 months and now we are in another contract for three years. I called Adt and I spoke with a manager who basically told me that's the way it is with Adt. She refused to give credit for the 7 months I already payed and wanted to charge me $1100 dollars to cancel my current contract. When I asked if I can return the equipment she told she didn't care for the equipment all she care about was the money. Well I'm gonna tell you something ADT, I'm gonna pay you the money and you will never have my business again. I'm bought a set of nighowls cameras which do the same or better work than your camera and their application works better than Adt pulse and I will buy another system online that requires no contract, I can take it with me anywhere and I don't need to pay anything for it and I only pay $25 a month, on top of that..... TO EVERYONE OUT THERE DO THE SAME THING I DID AND DONT OVER PAY ADT FOR SOME SHITTY SERVICE AND APPLICATION AND ONE OF THE WORST CUSTOMER SERVICE I HAVE SEEN.
AMEN! SAME THING HAPPEN TO US!!! I POSTED MY REVIEW ABOVE! LIKE I SAID IN MY POST, IM SURE THEY DIDN'T JUST TO THIS TO US BUT OTHERS OUT THERE!!! SHAME ON THEM!!!!! We have four months (and yes, they are going up again on their rates)...four months and i will never give them one penny!!!
We are almost in the same dilemma. We started with ADT in TX and moved to Augusta GA after 1 year. We have been with ADT the past one year but we had to move into another house less than two miles away. They want us to throw all our equipment and buy new ones. And according to them they are not counting the one year we were with them in TX. They just want to put people in a bind. I am very disappointed with the way they operate. In addition they have a bunch of rude representatives. They may be the biggest but are certainly the worst according to me.
Horrible company !!!
I called the ADT phone I received on an ad mailed to my home advertising a special of $27.99/month for 3 years. I called ADT and the salesperson that took my call represented himself as an ADT employee. I was not sure if I wanted ADT service because of the higher fees compared to other equipment you can install yourself. However, I was assured I would get a monthly rate of $27.99 for the 3 years and that it would NEVER go up after the 3 years. I was still skeptical, but went ahead and scheduled an appointment for the following day. I was moving into a new home and I wanted ADT to secure my home.
The ADT technicians arrived on 12/26/2017, and they did a "walk-through" of my home and presented me a quote of equipment price and monthly plan of $27.99. I selected only part of the equipment for an on-site purchase price of $300 dollars. I asked the technicians repeatedly if the fee was $27.99 per month. I was repeatedly assured that YES, the monthly fee would only be $27.99/month. I had my mother there as a witness and she agreed to having everything installed, we paid the $300 for the equipment, and the techs began installation. I was never presented any other service plan or equipment or given any other options on plans, etc. I was happy with what I was presented in my home and was demonstrated in my home with sensors displayed on my windows and doors. Before the installation, the techs showed me the keypad I would get, the sensors, and the motion sensors. All for $27.99/month and the best part was I was told I would not require a land line!! I was so happy to get this as I have no use for a land line and I did not want to accrue an additional $30/month to my security expense.
Additionally, I was asked to pay $65 for the pro-rated month and another month's service. I paid that the same day as well.
Within a few weeks, I receive my first invoice from ADT for a monthly rate of $65.01. The rate was NOT $27.99 and I immediately called ADT. I was told that the service was installed by one of their Third-Party affiliates that they use and I would have to contact them. I had never heard of this company, the techs that came out to my home had ADT shirts and ADT identification cards with a picture on it and were driving an ADT vehicle. I called this 3rd party affiliate and was told that the system in my home was not $27.99/month but rather $50ish dollars a month. I was told that the equipment I bought was for a different and more expensive plan. I told the service rep that I was never presented with any other equipment or service plans with different rates other than the $27.99 plan. They would not honor my rate or what they brought into my home.
I have been back & forth with ADT directly and this "3rd party affiliate" for weeks now, the invoice is now past due and NOTHING has been resolved. I told ADT that they should honor what they sold me for the rate I asked for but they have refused to do so. I have had ADT service for many years and I am extremely disappointed in this service and most of all, them not honoring what I was sold. Regardless of whatever ADT's 3rd-party affiliate sold me, ADT should be responsible for this company's error and give me what they offered me. They are committing fraud in advertisement and are misrepresenting ADT's services. In the end, all i am asking for is for the rate i asked for and to keep the equipment that was sold to me. That is another issue i forgot to add, ADT is telling me the equipment i bought is not for the $27.99 rate and the techs would have to come out and change my equipment too! I am tired of this back & forth game with ADT and nothing being resolved. I will go to other superiors to see what can be done for this fraud sale.
My name is Christopher Welch and I am absolutely ashamed of what this company's become. My grandfather worked for y'all for 50 years he was the Southeastern division president for 30 years roughly his name was William Welch everybody called him Bill. He helped grow ADT into the world's largest security by increasing sales and volume that had never been seen before in the southeast region. I spent many days sitting in his office in Atlanta and watching him work and not only did his clients and customers love him but his employees loved him and truthfully most people loved him because he just wasn't the boss or a guy trying to sell you something he genuinely cared and treated every new client the same and wanted to protect their house as if he were protecting his own. Most employees called him a friend not a boss. My point is this great man that I called my grandfather put decades of hours and time helping build and create a wonderful company and I'm sad to say that wonderful company is gone because the man I just talked to on the phone the man who was acting like a car salesman at the end of the month the man who was just talkin thousand miles an hour and the man who asked me to wake my brother up twice after I told him we would gladly call him back so he can run his credit because mine wasn't quite good enough. And may I add this is after I told him my brother just worked 16 hours straight. Guess what he kept talking being rude and trying to throw in every little gimmick in the book to get me to buy something and all I was wanting to buy was a security system not a used car. This hurts me to say because I grew up my whole life around this company and my grandfather gave all he had 2 ADT for 50 years but I will never call nor will I ever purchase any security packages or systems from ADT ever again and neither will anybody in my family. So so sad. Chris Welch