called ADT (hidden) to cancel security service on October 16, 2017 at 11:18AM PDT and spent 16 minutes 31 seconds with a representative asking to cancel my security service as it is too expense and I can't afford it. The representative then put me on hold and then came back to say they could offer it at $40 some dollars, at which point I declined their offer and said no, I want to cancel the security service. The representative said okay it will be canceled on Nov. 16, 2017. I received an ADT bill in the mail for a $16.14 charge with no explanation. I had already paid $54.79 on Oct. 2, 2017 for the month of Oct. I called ADT (hidden) on November 18, 2017 at 11:49AM PDT and was on the phone with another representative name Lacy for 25 minutes. At which point she told me that I had made a call on Oct. 17, 2017 to ADT saying I had accepted their offer. She was able to pull up my call made on Oct. 16, 2017 canceling my security service, but she could not find the call from Oct. 17. I told Lacy I did not make a call to ADT on Oct. 17, and that I had declined their offer on the initial call of October 16, 2017. I pulled my electronic phone records and have attached them here. One is my call to ADT on Oct. 16, 2017 (hidden) and the Other is for Oct. 17, 2017 that shows that I did not make a call to ADT, however there is an incoming call listed from ADT (hidden) on October 17, 2017 at 10:38AM PDT that was 4 seconds long that went to my answering machine. Lacy told me she noted everything from our conversation and that it would be submitted and I would hear from them within 24 to 48 hours. That time has since past and I have not hear from ADT. I called ADT (hidden) today Nov. 20, 2017 at 10:27AM PST and was on the phone with a representative named Debbie for 42 minutes 54 seconds. I had to explain everything all over again and that I wanted my ADT security service cancelled as of Oct. 16, 2016, and that I had declined the offer of service for a lower cost the first representative presented to me. She again saw the original phone call I made to ADT on Oct. 16, 2017 to cancel my service, and said she could not find a call from me on Oct. 17, 2017. I told her she would not find one since I did not call ADT on Oct. 17, 2017 Lacy wanted to give me an address to send my phone records to. At which point I asked to speak to a manager. Debbie put me on hold for several minutes and said she had talked with the manager and he would join the phone call, then I was put on hold another 3 times waiting for Debbie and her manager. Finally Debbie said that he was currently busy and he would call me today. I asked her if she thought he really would call me and she confirmed to me that he would. However, here it is at 9:58PM and as I text this I have not received a call from Debbie's manager today. I believe that the first representative I talked to went ahead and signed me up for the reduced rate of service without my permission, even though I declined the offer she presented to me, as I specifically called to cancel my ADT security service as I can't afford the service. I have been lied to by Lacy saying that I called on Oct. 17, 2017 to reinstate my service, as I did not call ADT on Oct. 17, and did not request my service to be reinstated, as my phone records will confirm. I also feel I have been lied to by representative Debbie, as no manager called me today, as she promised, to solve this issue. I want confirmation that my security service has been cancelled with ADT as of October 16, 2017 in writing, which was my original request. I want ADT to remove the $16.14 for the declined lower cost offer of security service, as I did not request it. I have attached my phone records so that you can see the times, specifically that I did not make a call to ADT on Oct. 17 2017 to change my request of cancelling my ADT security service.
I have been a customer of adt for years. I recently had to have a tech come out because of a system failure and ended up getting a bill for 25.00 dollars. I called to dispute it telling them I shouldn't have to pay this when it wasn't my fault the system failed. They said it wasn't their charge it was the charge from the cell tower what the hell does that even mean? He said you will have to call and dispute that with them I said then give me a phone number he sAid you will have to research that yourself. Terrible customer service, I sId I was going to call another company and they didn't care.
comment on ADT today. See review dated by Ms. Myers.
As a persistent person that I am , I called and texted ADT concerning my issue. So finally my ADT Angel picked up the phone . After working with a Texas respresentive Ms. Kashelb who resolve my issues over the phone where an ADT tech is no longer needed for my issue.
I commend her over the phone and feels strongly that she should be a great supervisor not Andrew the so call Manager.
Her phone presentation was professional with patient and restored as well. The ADT respresentive Ms. Kashelb is truly the kind of service worker that can restore this company rating to Proficient. She has restored my faith in ADT and look forward to long relationship with them. Thanks again Ms. Kashelb .
I had the most horrifying experience last night with one of your installers, Enrico. Everything was going fine until we started discussing equipment and pricing. My husband was at work so it was just me alone with my dog. He became very condescending and started berating me and my husband for not wanting to splurge on the window sensors. I told him my husband doesn't think its necessary right now. I kid you not, the words out of this psycho's mouth was, "he's in the army he should know better" and "i hope i meet your husband one day so i can punch him in the throat." You can't make this stuff up. I wish i was kidding. And then he starts telling me how with this standard package, i am not secure at all and just have a "false sense" of security, all the while with a smug look on his face and an extremely condescending tone. At this point, i am so uncomfortable and terrified of this guy so i just try to be as cordial as possible so i can get him the hell out of my house. Looking back, i wish i would have just told him to get out. But, me being alone (and pregnant), i wasn't sure what he was capable of doing so i kept my mouth shut. After about an hour he asks me, "did i say something to offend you?" And i said "um yeah, well you can't just tell a customer that you're going to punch their husband in the throat." He becomes apologetic but still very defensive and blames it on his PTSD and how he gets this way around the holidays. First of all, i do NOT give a damn about your PTSD. I dont care what planet you're from, in no way is it EVER acceptable to physically threaten someone (you are representing the company you work for!!!). Second of all, if you know that you get triggered easily, you obviously should have picked a different career where you're not around people. I am so appalled by this entire experience and cannot believe that ADT has a nutcase like that working for them. After he finally left and i cried my eyes out, I called ADT to file a complaint. I still have yet to hear back but im hoping they make this right. How ironic is it that the person that's in my home that's supposed to be making me feel secure, verbally harassed and threatened my family and made me feel like I was in danger. It makes me want to cancel my service with ADT. This was an absolutely awful and terrifying experience.
Wow! You should have called the police
First thank you for your fine service in my home over the years with ADT.
However, I work every day and understands your hours of maintenance services. But, I only requested during the timeframe of 12 -5 that the time 4-5 is compatible to my schedule.
WHICH, an superviser name Andrew could not work with me to ensure safety to my home during that time spam.
As I recall that ADT employees are hired to ensure clients home security safety and satisfies ADT customer. I have pleaded with this supervisor and he is not supported of my work schedule.
What must I do as a ADT customer to get a service person at my home during the service timeframe of 4 -- 5 p.m. So I can be available to let them in my home.
My rating is down due to my previous experience with this over the phone supervisor name Andrew #61193.
I'm a previous employee for 26 years and need Copy of my OSHA 10 corse taken in the Albany NY office. Can you please help me, thank you
I would NEVER, EVER STAY OR GO WITH THIS COMPANY AGAIN IN LIFE!!!!!! I HAVE HAD THE WORSE EXPERIENCE WITH THE MONITORING, CUSTOMER SERVICE, DEFENDERS, TRYING TO CANCEL THE SERVICE, GETTING THE RUN AROUND AND MOST OF ALL BEING PENALIZED FINANCIALLY BECAUSE ADT FAILED TO SEND THE POLICE TO A BURGLARY IN PROGRESS!!!!!!!!
would not renew my contract if they were the last security people on earth. Cannot find a phone number to resolve forgotten verbal password.
ADT it's the worst and most unreliable security system out there. I have had the very same issues as everyone else and their actions to try to solve those, have been the same-nothing or poorly. I would definitely NOT recommend ADT. I terminated services because I was so dissatisfied with their services, especially customer service. They care less about their costumers safety; all they care about is collecting the monthly payment. My panel was not working so I called them; they scheduled my appointment for 5 days later after my call, to come and fix it. Customer service is HORRIBLE! They have no sensitivity for the needs of their costumers. I spoke to a lady named Shamta and she was so rude. I tried to explain to her that I disconnected services, I paid the early termination fees the day I called to cancel services. I was told I was going to be responsible for paying for the next billing cycle and I agreed even though I didn't think it was correct since their security system is a total FIASCO. So this month is November, and again on the 2nd, ADT charges me the monthly fee. I called to speak to someone and explain my situation. I told them I was frustrated because I had already done this last month. Last month, I spoke to a customer service representative and was told the charge would only be for the month of October, I even got a letter in the mail stating the very same thing and yet they prove that they are so dishonest. My call was to try to resolve the issue and have ADT stop charging me for services I no longer receive and what do I get? A rude costumer service representative named SHAMTA who was raising her voice and treated me like she did not represent a refutable company because indeed she doesn't.
It is such a shame that no one does anything about this and wort yet you're still out there selling people a product/service that is not worth paying for. Someone has to put a stop to this!
This is completely corrupt criminal swindling enterprise, using old technique of bait and switch advertising very low rate with free installation but as soon as they arrive to my house they totally switch and manipulate their installation fee asking for $6000 for "free" equipment and minimal monitoring fee get double
HORRIBLE CUSTOMER SERVICE!!!!!!!!!!!!!!!!!!!!!!!! NONE OF THE REPRESENTATIVES EVER HAVE ANY ANSWERS AND THEY ARE SOOOOOOOOOOOOO RUDE...THIS COMPANY SHOULD BE SUED FOR ALL THE LIES THEY TELL.
I ABSOLUTELY AGREE WITH ALL OF YOU. When we had a terrible incident wherein we had our builtin fire alarm go off but ADT didn't, I demanded that ADT send an actual ADT employee out to check the system (I stead of the incompetent sub-contractors they had been using). The ADT fellow who came out checked the entire system and wrote in his report that 2 wires were improperly connected, 2 were not connected at all, and two were broken. I insisted they needed to reimburse me for the past year but was told they could only do 3 months. We can Ellen the service and they never reimbursed us a dime. And this new "scam" where you, as a former ADT customer can be reactivated for $99 and only pay $19.99 a month is not true and it turns out the company, with the blessings of A D T is actually a subcontractor operating under the name "Defenders" -APPALLING.
You are the least transparent and, in my opinion, the most dishonest and worthless security system in the U.S. A letter I sent to your CEO telling of our horrible experience, sent to the corporate address listed above was returned "Not deliverable as addressed Unable to forward.
I had ADT for 15 years, I moved and cancelled, they continued to charge me for three more months, never got the money returned.
Recently tried to use them again, big,big mistake, installer could not get it done and it took six call and 47 minutes to cancel them. Now I have wires hanging out of my wall.
Corporate ADT doesn't manage their field offices/franchises, they just take the money and run!
Awful company that with fake advertisement - unable to take equipment with you when you move - after you have already paid for it. Terrible experience. Will never go back! Twitter / Facebook - use social media to hold ADT accountable!!
Horrible company !!!! When I signed was told two year contract come to find its three year contract !!! I have also been trying to cancel due to terrible service and repeated tech problems that their techs do not fix !!! And now to cancel they want super high crazy fee on top of 30 day notice which means we're charging you one more month of crap services !!!!
They send technicians to the wrong address, mail documents to another wrong address, charge us fior services they discontinued when we moved 5 months previous, have telephone representatives that have no idea of the products they sell, and send technicians with the wrong products resulting in numerous returns
I wrote a review and did not get a response if anyone cares about their customers than you really should contact me to discuss my problem with your company.
I never been so upset with a company in all my life three months ago I was told I could pay $10.00 a month because I'm now on SS with no help and after six years with your company I couldn't afford the original $21.99. I never received a bill and just kept paying the $10 I was told so today I call to make a payment only to find out the amount I was told was rejected. I never received a letter, call nothing how slack is that from a company I've had dealing with for six years. I hope other people haven't been through this. Terrible way to treat a long time customer.
DO NOT USE ADT SECURITY SYSTEMS! We started out with just their regular home security system then they did some update and accessing our account on our phones hasn't been the same. We ended up getting security cameras in/outside and it's like they have a mind of their own. They work when they want to even though they are suppose to catch any movement. We've complained and had their tech people come out to try and fix the problem. One of their reasonings was our wifi speed wasn't fast enough so we increased our speed which of course cost more money. The other excuse they gave us was our cameras were low light kind so there needs to be some source of lights nearby the cameras. So then we left some lights on by them. Still they didn't catch all movement. Sometimes when we would even check our cameras on our phones it'd show not live when it should always be. Nothing fixed our camera issues. The last straw was our truck getting broken into and their security cameras not catching anything. Grrrr! So we called corporate, they said they'd talk to the local ADT office to see if they would waive the 75% fee they require if we wanted to end our contract early. They at least understood our frustration and dissatisfaction. They said it was up to the local ADT office. They contacted the local ADT office and they will not. Told us if we wanted to end service early we would have to pay $1250. They refused giving us the local ADT office contact info. Claimed they couldn't provide that info. Looked it up online, couldn't find it. Found multiple locations on BBB website, but I want to make sure I make the complaint against the right office. Given we've reported multiple times, different techs coming out claiming what they did should fix the problems and it didn't, our truck getting broken into and nothing caught on camera, we should be able to end service without penalty. We are paying a service that hasn't been working properly. I DO NOT recommend anyone to use ADT. They are crooked and a rip off.
This is a follow-up to upgrade my comment on ADT. See review dated by Ygnacio 11 days ago.
After working with the local ADT Support Mgr to resolve my issues stated in my first review, the Mgr did a great job in resolving all of my concerns. The contract was reset to its original cancellation of 30 days notice only instead of the 3 year contract for service not delivered and my original monthly fee was restored as well. The ADT Mgr has restored my faith in ADT and look forward to long relationship with them.
I upgraded my ADT system on August 9th (originally slated for the 7th, but they rescheduled due to illness). When I returned home that evening, my roommate was distraught at how the installation of the "new" equipment went. The installer left all the old equipment in place, stating that they didn't remove old equipment. The window alarms were not placed symmetrically, the smoke detector wasn't lined up as I had asked him to before leaving that morning, the "RING" doorbell was placed beside the door and not in place of the old doorbell, etc. I have photos of all this "work". The salesman that sold me the upgrade assured me that all old equipment would be removed, etc.
So, I called the next morning to cancel my service (August 10th) and someone named Devin asked me to fill in the "Cancellation portion" of my contract and write a letter stating why I wanted to cancel. There is a 3 day window in which to do this.
I heard nothing for almost a month. In the meantime, I removed all the ADT equipment. I called again and after being argued with that I couldn't break my contract and the rep stating they hadn't received my letter, I told them I had a confirmation that they had in fact, received my faxed letter. I was put on hold and Eddie Lawson, head of all the installers in our area, was on the line. He apologized and said he would come get the equipment.
This is now October 16 and they are still billing me and all my calls are not being returned. I have also spoken with a "supervisor" named Lisa ((hidden) ext 1126721) who assured me she would have Eddie pick up the equipment and return my call. Again, calls to both of these contacts are not being returned.
I have contacted my bank and the auto drafts will be blocked if this isn't resolved by November.
They are the worst company I have ever dealt with! I hate to think what would have happened had I actually needed their alarm service (break-in, etc).
Worst service, and service reps ever. I tried to cancel my service and was given the run around. The equipment is faulty, sensor keep falling off the doors. display is no longer lit or working! Save yourself good money and get a better system. I called to have them remove the equipment and was told just tear it off the walls and throw it away. Really! Worst yet they are charging me for remainder of contract- if she had her way rep wanted to have me pay for service guy to remove it!! Unbelievable! Worst customer service ever!
My mother-in-law passed away. We sold her house. We called and cancelled service and received an email confirmation including the effective date of the cancellation. We got an active alarm call yesterday. I call Customer Service to ask why we would receive an alarm call on a cancelled account. I was told I had to wait 30 days for the cancellation to become effective. I read the representative my email confirmation. She said there was nothing she could do. Really?