ADT Security Services, Inc.

You don’t believe a one rating? Me thinks so. They may be monitoring your system ²⁴⁄₇ but if you have some kind of problem, like your alarm is constantly off for no reason, be prepared to be on hold forever and then to have to fight for an appointment. Not sure how they feel like they can say over and over they have «unsurpassed customer service.» They need to hire more technicians. They’ve very glad to have your business but can’t back it up with good service. It’s a shame because their commercials are so slick.

Absolutely the worst customer service, EVER!!! If you know me you know I don’t post this stuff, but this is not acceptable and you need to know.
They are non caring and their services do not work as they brag that they do… my elderly parents had a break in this past Saturday night, and the alarm went off but they did not call to check or call 911. I am so upset. My terrifed Mom finally went downstairs with alarm blaring and saw a car driving off. I called to report this and they said oh we see where she turned the off at 4:39 am but not where the alarm went off. do you think they thought that was an issue,…NO they said they would check it out in 2 week, s when they had time bascially. I have been on hold going on 54.8 min. for the third time today. I asked to speak to someone about cancelling finally, when I saw they would not help me, and they were like okay let’s set up the cancellation, after I said I wanted someone to come today to be sure they are safe until I can get another service to cover them. The rep said oh we cant do that .you are cancelling with us. I am just so upset with their horrific service and lack of concern. As I wait on hold for now, what is 59.22. minutes they brag and brag on their customer service and care. UGHHHHHHHH

I was a business customer who subscribed to ADT premise monitoring services for 9 years, electing to pay the monthly monitoring fees in advance each year. Prior to my business closing in June of 2012 I called ADT Security who validated I was the authorized representative of the business using their security password (and calling from the monitored premise). I advised their representative our business was closing, that we would no longer be in business at that location and I terminated the service. I was advised that was fine, but to please leave their control unit and other sensors installed and in place, which we did. I left the alarm system deactivated when I moved out the end of June 2012 and even though I continued to receive mail and retained the same business phone number, I heard nothing further from ADT throughout the remaining six months of 2012.
Eight months after calling ADT to terminate the service I received several bills for monitoring service for 2013. I called ADT customer service, explained the situation again, was told everything was as described and was asked to follow up by sending a written cancellation request to their «Cancellation Department»…even though there has been no active service or monitoring activity at the location since June 2012. I wrote a cancellation letter as requested, once again explaining the situation and requesting a refund for the six months of unused service in 2012.
The next thing I receive from ADT is another invoice, this time for the period in 2013 before ADT received my cancellation letter. I call again, am told that even though their records show «NO MONITORING OR ANY OTHER ACTIVITY» at my former business address since JUNE 2012… that I am responsible for the monitoring service charges until they received my written letter. I refused to pay the invoice for 2013 and spoke to another ADT representative who acknowledged I they had not provided any active service to my former business address since we moved out in 2012 that they were expecting payment up until the time they processed my written letter of cancellation.
When I refused to pay the 2013 invoice I received a very abrupt call from an ADT billing representative who then apparently referred my account to a collection agency who has since been making harassing telephone calls to us at our home (which is on the do not call list). Last week I wrote a detailed letter to the local sales manager (Andrenik Turner) with a copy to the ADT Senior Vice President of Operations (Shawn Lucht) asking for their assistance getting this resolved. I received a call from the local sales manager this morning explaining she only handles the local residence market and not small business. She advised me she has referred my situation to the acting sales manager for small business (Brian Lindberg) who is out of the ADT Richmond, VA office.
After nine years as a satisfied ADT business customer and one who referred over ten other business and residence customers to them, this experience has resulted in my being a very dissatisfied individual who is quite frankly appalled at the manner in which they have handled this situation. The only referral they are receiving currently is a very negative one.
I don’t know why their former parent company (TYCO) spun ADT off recently, but unfortunately it appears the NEW ADT’s drive for revenues has gotten in the way of the focus on customer service the old ADT was so well known for. If I am wrong in this assertion my letter will afford local ADT senior management and ADT Senior Executives an opportunity to review this matter, make the appropriate course corrections to resolve it and to even use it as a teaching opportunity.
More to come…