ADT Security Services, Inc.

RELENTLESS — I’m not even a customer but have somehow gotten on their email and phone list — I’ve gotten two phone calls and multiple spam emails this week alone! I’ve called in multiple times to be deleted from their database, and have not yet been able to do so. Please, make it stop!

I just moved in to town I swear they have been stalking me. Phone calls, Salesmen knocking on my door. Tonight at 8:15 PM knocking on my door to scare me into buying their product. Never ever Taylor Swift ever.

I advise everyone not to use ADT ever!!!
I actually just came from court because they tried to sue me for $ 1300. Luckily we settled outside of court $ 200.
Long story short I was lured to signing up with this company. They said $ 100 rebate when u sign a 3 year contract, $ 100 if u were referred by ADT existing customer. So yeah they owe me $ 200. Never got my rebate, customer service told me it expired?! Demand me to pay the full 3 years or get a $ 350 cancellation fee. Really? Ok so I won’t pay at all. Fast forward 5 years they added interest BS etc they sum up to $ 1,300. Hmmm don’t let them intimidate you, just go to court you’ll settle for way less. All in all ADT is straight up robbing us! Stay away

If I could give a negative rating I would. They win the Emmy for worst business model and most atrocious customer service. Two examples:
— Alarm went off extremely loud and I called for service. They asked me to disconnect the battery. The problem was it was behind a locked door and the previous tech had kept the key. They refused onsite service unless I paid for emergency service, more than $ 1000. We called over 20 times, talked to two managers with no response. We had to reschedule service three times because the tech was too busy or couldn’t be bothered. Ultimately, we moved into a local hotel as we were losing our hearing.
— Cancelled service when we sold our home. The bills kept coming, as it turns out after 11 years, I still had time left on our contract. I didn’t sign anything to commit to that, but several years ago we had suspended service briefly for a previous poor service event. When I turned on my service, they evidently automatically committed me to another two years. It must be somewhere in the 100 pages of fine print. So even after we moved, I am still paying ADT. Because they set up auto pay directly with my bank, they continue to pay themselves.
They are the supreme example of a gotcha company. Not only would I never use them again, I use every chance I have to give them a negative reference. Our new security company is half the price and offers great service.

Solid Alarm System and Capable Installation
We had ADT replace the non-​central alarm system in our new home. The existing system was old and both prior owners had «forgotten» the master code (you can tell how concerned they were about security!).
After some research, I reached out to ADT and they had a salesperson come by and do a walkthrough. She was thorough and pointed out some potential security issues. She was not pushy and worked within the budget we gave her.
After a few «false starts» scheduling the installation, they agreed to do the installation off usual hours. The technician was prompt, courteous, neat and did a nice job explaining all the functionalities. We have used the alarm the past several days and have been quite pleased thus far.

What an evil company. After 13 years as a loyal customer they insist on charging an early termination fee just for having to move for a new job. I can’t use a system where renting but would when I buy again but now they have lost my business forever in exchange for a few hundred now. Way to reward loyalty.

I have been a customer with ADT for five years until ive said enough. This company has no problem taking your money but when the time comes that you need their help they just don’t care.
Last year one of my sensors stopped working so I called them and requested for a technician to come and fix it for me. I scheduled 6 appointments and they never showed up. Their excuse every single time was that the technicians schedule has been overbookeed for the day and that he wouldn’t be able to make it. Because of this my family was with no working alarm for 2 and a half months.
Stay away from ADT there are so many good alarm companies out there.
I hope this helps someone.

ADTis absolutely the worst company I have ever tried to use. First, their technician did not show up to our scheduled appointment. We called when he was late and were told he was «on lunch». Then, an hour and a half later, we called back and they said he missed the appointment. The appointment was rescheduled for Friday. When the tech came, he could not install the alarm properly. Am work order was put in– but they never called just showed up when we weren’t home. Then, they missed the appointment the following Wednesday. Honestly, most of the phone people were rude and unhelpful. This business is inefficient, dishonest, and not worth even a star.

DO NOT GET ADT
WORST CUSTOMER SERVICE. My husband and I got ADT and when they installed it I was at work. The technician told him he had to sign my name because I made the appointment. My husband not knowing what that meant signed the paperwork. Now we sold our condo and ADT wont let us out of our contract without paying a stupid amount of money when I didn’t even know I had a contract. I explained to him that I wasn’t even there and they sent me fraud paperwork that would implicate my husband for signing when the technician told him to. This is the worst business strategy I have ever seen.

It would be one star if this were a review regarding just ADT customer service.
Three stars are for the fact that I’m a USAA customer and the USAA rep through ADT was polite, helpful and very knowledgeable. Also, the experience I had with the service installer was fantastic. He was very friendly, professional and experienced.
HOWEVER, each time I have had the need to call customer service, I get an attitude and the feeling that my questions are actually annoying these folks. They almost say «ma’am» with sarcasm. It is unprofessional. I called today to pay a bill on one of my properties — online it had a due date of Jan 13^th but the balance reflected as $ 0. The customer service rep had no idea why the balance was $ 0, but she was happy to take my money. Then I asked for a receipt since online things are not reflecting information correctly. Uh, yea, they apparently don’t do that. She also could not send me an email with any type of confirmation, nor would she give me her phone number in case I had any issues. «Um, Ma’am, this is the call center (insert sarcasm here), I don’t have a phone number to give you.» When I asked to speak to a manager, she put me on hold for a good couple of minutes to then tell me, no managers would be available for 1 – 2 days. Um, seriously? Not a thrilled customer right now!

TL;DR– Atrocious waste of a day installation experience. But the alarm system works so it’s better than sleeping with a machete next to the bed and building a giant fireproof safe to encase the house.
The salesman I worked with (Eric) was very engaged and honest (for a salesman), and hooked me up with a system that fit my needs at a decent price. He didn’t give me anything better than what I found online, and only gave me the discounted online price when I «asked» about it. That’s fine, this is sales. He was not a creep, which I appreciated.
The installation was pretty bad. Eric scheduled the time and date over the phone, so I didn’t have to sit on hold or anything like that. It was set for between 9 and noon on a Saturday. I felt so lucky, since apparently weekend appointments are rare. But then when noon rolled around, the installer still hadn’t shown, so I called Eric. I got his voicemail. So I called ADT customer service, who had no record of my scheduled installation. I called Eric again and he called me back and set about figuring it out. He was great, very apologetic, and promised the guy would be there by 2.
The installer called at around 1:45 to say he’d be over soon, and mumbled some incomprehensible complaint about how he’s «only one person, can’t be two places at once.» He finally arrived around 2:30, and the first thing he does is bitch to me about how they double booked him. Yeah, that sucks. I agree. Bitch to your stupid scheduler and be nice/​apologetic to the customer. You’re getting paid. I’m wasting my day off and won’t be able to go get groceries now. Regardless, I was nice enough to him that he felt comfortable sharing some information with me about his digestive woes, which I’ll spare you the details on. So he finally gets to work. It took him about 5 hours to finish the installation. On the bright side, he did his job and installed the system, and showed us how to use it. Positive points for doing what you’re supposed to.
A few weeks after the installation, my neighbors decided to get a system too, after I gave them the salesman’s business card. This is known as a referral. When I emailed ADT to check on my referral credit, they told me these old people had to register on a website and give them their Twitter username or whatever. Give me a break. I am as tech-​forward as they get, but you can’t expect everyone to go online and register. It took way, way too much effort to get them to accept my referral and give me the account credit. These were literally my next door neighbors and they used the same salesman as me. You really think that’s a coincidence? All in all, pretty bad.
But the system does what it’s supposed to, so that’s something… Considering the dearth of options out there, it could be worse I guess. Still, you shouldn’t have to waste almost 11 hours getting a system installed and dealing with the company’s inability to schedule effectively. And you especially shouldn’t be made to feel bad about it. Everyone except the salesman totally sucked at customer service. A decent company would’ve knocked a month off my bill for the ridiculous installation experience.

Had a good experience reconnecting ADT in our new home. Had a negative experience with Protect Your Home who is a company that poses as ADT but they arent. Happy ADT was able to rectify the situation.

ADT is the worst security system and they have the worst customer service. Ever since we’ve gotten ours installed it has given us problems. Its constantly going off for no reason whatsoever and we’ve had to replace the system completely once because it was faulty. We get woken up in the middle of the night for no reason because the system goes off at random times. And no one over the phone can help so we need to PAY for some technician to come out to Boston to look at it. On top of that, the technicians dont work on the weekends or nights so I need to spend time out of my work day to address a faulty alarm system.
ADT is the worst, find another security system!

Horrific Customer Service.
I signed up for business protection.
I’ve an issue with my service quality (it was incorrectly setup and transmits a false alarm to the police every night) and was seeking a cancellation my contract based on the signed terms and agreements plus their 6 month Guarantee.
— I’ve called the local branch a 14 times. No return phone call.
Corporate couldn’t locate my contract or the salesman who sold me the policy. They needed me to send it to them.
— I called them 6 more times. I dealt with a battery of CS reps that had no answers and couldn’t transfer me to anyone who did and could resolve my issue.
At this point, I’ve been forced to file in Small Claim Court.