Despite my contract with ADT clearly states that ADT's QSP (Quality Service Plan) has a warranty that should cover all parts and labor for its gateway box malfunction, they outrageously invented a "trip charge" to charge me more than $60 for the replacement a piece of their failed equipment. So called "trip charge" was never listed as an exclusion from the warranty, they just invented it recently. I think this is an underhanded way to jack up charges to their customers. One of these days a lawyer should pick it up and start an class action against the company.

The issue that I will share is coming from a 28 year customer, former Brinks System, this is to give additional color on how I have been treated by ADT, the absolute worst customer service/experience I have ever had. The issue dates back to late October 2019, when we noticed our alarm pad was not working, it was blank. At the time, my father was diagnosed with terminal cancer and the alarm system was not a priority at the time,but I took note it was something I needed to have ADT checkout.

In early December 2019, we called ADT and they checked the system remotely and verified they were not receiving a signal on their end. A service technician came out and verified the main board was "bad" and needed to be replaced. The board was the original board, as well as equipment, that was installed in 1992 when we purchased the home, the equipment is original and old. The tech said he would file his notes later that day and have someone form SALES call us to set up an appointment and provide us with options.

Jan 2020 - No one from ADT ever called to follow up and the system still isn't working, yet we are being billed for a non-operational system. So I called ADT them and referenced the tech's visit, assessment of the issue and made an appointment to have a tech come out to repair the system, on the following Saturday. We were told they will be there between 12-5 pm that day!

Feb 2020 - I waited on Saturday for the tech to arrive during the window that was provided and at roughly 3 PM I received a call from ADT that the appointment had been cancelled due to the person not having the right equipment to complete the repair. I was told I needed to have a SALES person come out to assess the proper equipment needs and provide a quote! Again, no one from sales called to set up an appointment or to follow up, now month 3 of a non-operational system and we continued to get billed for!

Called ADT again to follow up and was direct to Customer Loyalty, since we had been a long tenured customer. Explained the issues and the on going attempts to get our system fixed, since they continue to bills us. The person I spoke with did waive the fees up until that point and said we needed to have someone from SALES come out to provide a quote. Once we received a quote then they could schedule the tech and provide service options or breaks, given our tenure with ADT!

March 2020- Sales person come out, we asked for a basic system and we were provided enhancements options that increased the monthly cost and installation fees. The quotes were provided to my contact in Customer Loyalty, per her request, in order to schedule the tech and provide customer loyalty pricing options! Once the email, with the quotes, were send I received an acknowledgement email asking if I could receive a call in 25 minutes to discuss. I replied I could, I never received a call back from the Customer Loyalty rep and when I attempted to call her I was told I couldn't be connected to a specific person and was handed off to another person in the same department and I had to go through the same chronology of events that had been explained numerous times before.

Mind you now, I'm dealing with the Customer Loyalty department, which based on my experience is an extension of the SALES org. I asked to speak with a supervisor, the person I was connected to said they were and they said I needed to have a SALES person come out and provide a quote, when I indicated that was just done and I'm following up on the quotes that were provided to the other Customer Loyalty rep, the person replied I needed to have another person come out! At this point I decided I'm done with this process and ADT and said so to the person I was speaking with.

April 2020 - We still continues to be billed for a system that doesn't work and hasn't worked since October 2019. I called ADT to follow up and was told our service was still "active" and wasn't cancelled and I would have to call another number to cancel! Yikes, they are the worst!! We did and were told they would not waive any of the monthly fees even though the system isn't working, and did provide any rational for that position. They also in the next billing cycle added a $591.xx cancellation fees for a system that isn't working and is 28 years old!!!!

May 2020 - I filed BBB complaint providing much of the same information, but with names a dates of the people I spoke with. A few days later I received a call a from a person indicating they were with ADT's Presidential Executive Response group and wanted to see if we can resolve the issue. After we discussed my experience and on going issue, he indicated that he will waive the cancellation fees, monthly fees, have a system installed and maintain the current rate, if I agreed to a 2 year contact. I said I would accept those terms, and he said a local person would be in touch with me to set everything up.

I spoke with the local person, SALES rep, and I shared with him what was committed to me by the Presidential Response person and provided the emails that documented the commitments that were made. I received a follow up from the Local SALES rep saying he reviewed it with his manager and they could not support the previous commitment that was made and there would be additional cost of equipment and monthly fees.

I share a level of detail and the chronology of events to illustrate how frustrating and the total lack of customer service and integrity I have encountered with ADT. The issues I have been dealing with over the past 7 months strongly suggest that this is a systemic problem and their approach is not focused on customer care or doing the "right thing." For anyone who is considering a security system or company I would explore other options, not ADT.

I wish I could leave zero or negative 5 for this company. Of all the companies I have dealt with, this one is absolutely the worst. They lead you in with a great deal then upsell you. But their customer service is indescribably bad.

I was told, l when I first called to discuss my security needs, that my size home and number of necessary sensors would easily be covered by their advertised offer. Once the tech got here it turned out that we needed double the number of sensors, and the monthly cost also nearly doubled.

I was ready for that. I have had security systems before and knew they were blowing smoke at the first convo. Nevertheless, I thought ADT was reputable company and agreed to have the "recommended" number of sensors and services installed (and a 3-year contract to get all the "discounts.”

The installation went well and the system appeared to function well – that is not the issue. It is what happened after the install – I had a couple of questions about the programming and how to modify some settings. What happened trying to contact them is a horror story.

First of all, their monitoring service is a company called Defender. You don’t know that until want to talk to someone.

A couple of days later I called to discuss some changes in the programming. It was the Labor Day weekend and I got the usual we only work from 9-5 message. So I called on the first business day and was on hold, and on hold, and on hold – at one point I hung up after 45 minutes!! As well, during this game, was transferred around a few time but never to the right department. Gave up. Told my Fiancé who said she would call and ask. She came home from work, boiling at Defender – pretty much experienced the same issues I did.

Cancelled the service (per the 3-day right to rescind contract law). Sent the paperwork and had several convos with Defender to come and get the equipment. Same story, terminal hold, no calls back, no idea of when they could come out to remove the equipment.

Somewhere during this fiasco, I did find a corporate tele for ADT and got customer “no-service” (same ridiculous hold times). Representative did nothing so I asked to bump up the chain. She connected me to a “customer lead” at ADT. All he ever did was apologize for the problems I was having. Never did he make ANY attempt to remedy the situation. When I asked to talk to his manager, he said “our managers do not talk to customers” – yes, those EXACT words).

So, have had several convos over the last few days trying to get them to come out and pull the system. Was told that they would call me day after day to get the equipment. Several days later, no calls, no idea if or when they want to come out. I am going to rip out the equipment tomorrow AM, once the new alarm company finished installing their system.

If you purchase an ADT system after this, you deserve what you get – you have been warned.

First of all we thought we were dealing with ADT -- that in and of itself is a fraud because any flyers, etc. that are received have the ADT Icon in huge writing and it is misleading. Also when you call the number for ADT they answer the phone saying PROTECT YOUR HOME which is really Defenders, but how would you know that because the phrase protect your home sounds appropriate for a company like ADT. We thought that was just their slogan.

I would have given them zero stars if that was an option. This is the worst company EVER!!!! It is a complete scam!!! ADT should be ashamed to be associated with a company that does subpar work, lies and scams you out of money. They prey on homeowners. We still don't have the equipment we were guaranteed, yet they took our money and since they did not deliver the equipment we requested to cancel which now they refuse because they say we are outside the 3 day cancellation. We told them on day 2 we wanted to cancel, but they guaranteed the equipment would be delivered the following week and then on the 7th day after the contract they told us they would not be providing the equipment and refuse to cancel, pick up their equipment and refund money!!! DO NOT USE THEM -- Ackerman Security is much better! Anybody but ADT/PROTECT YOUR HOME/DEFENDERS!!!

Bottom line -- we were promised equipment which the installer did not bring with him. We were told it had to be ordered and shipped. We told them day 2 that we were canceling because product still not available. They promised it would be delivered and installed. Day 7 still no product. We reiterated that we were canceling service and they refused to cancel, pick up equipment or refund money because we were outside of the cancellation window which they intentionally held us up so that the time would elapse. We are now in a battle for which we may possibly have to hire a lawyer because they are refusing to refund our money and pick up their equipment. We have written reviews everywhere we can, contacted BBB and we will not be letting this go until our money is refunded and service is canceled....BEWARE!!!

I would have given them zero stars if that was an option. This is the worst company EVER!!!! It is a complete scam!!! ADT should be ashamed to be associated with a company that does subpar work, lies and scams you out of money. They prey on homeowners. We still don't have the equipment we were guaranteed, yet they took our money and since they did not deliver the equipment we requested to cancel which now they refuse because they say we are outside the 3 day cancellation. We told them on day 2 we wanted to cancel, but they guaranteed the equipment would be delivered the following week and then on the 7th day after the contract they told us they would not be providing the equipment and refuse to cancel, pick up their equipment and refund money!!! DO NOT USE THEM -- Ackerman Security is much better! Anybody but ADT/PROTECT YOUR HOME/DEFENDERS!!!

Bottom line -- the product guaranteed was never delivered and they waited until AFTER the 3 day cancellation to tell us that they were not going to provide the product.

The sales representative made several false assumptions when explaining the ADT home security options to us including the motion detectors that would NOT be activated by our 53 pound dog. The first time we left the house and engaged the motion detectors, the police called us to notify us that our home alarm was activated, only to come home and determine that our dog had jumped on the door which activated the alarm. After attempting to cancel the motion detectors (several times) with the ADT sales person and customer service, our monthly bill continued to charge us for the motion detectors that were deactive.

Also, when we notified ADT that we were moving out of state and no longer wanted ADT services, we requested several times for ADT to come and pick up the equipment prior to our move. Not only did they not pick up the equipment until after we moved, they contacted us when we moved out of state to schedule an installation in our new home. We called, wrote several letters to complain about the fraudulent billing but never received a response. Now, we have received a notice from a collection agency for $800.00. ADT is the absolute worst business in the world. Our credit score will be damaged until we take further action to resolve something that we are not responsible for.

When initially speaking with the ADT Home Defenders salesman he assured me and my wife that all equipment issues would be fixed for free and that no additional charges would ever be applied beside the initial setup charges and the monthly service charges. They lied. Each time they are required to come to our house to fix anything (and the won't even allow you to change any batteries on your own) they attempt to charge us what they call a Trip Fee of $25.00 dollars. Each and every time (over 30 issues already since September of 2016 to now of 20 June 2018 I have had to call and have this $25.00 strip zfee waived which alone is a royal pain in the ass. I just had an issue again (4 AA batteries needing changed in the alarm box which they would not tell me over the phone which I could have easily replaced on my own and they insisted that their service tech needed to come out to our house) and yes they just charged us another $25.00 Trip Fee. I called ADT again to get this charged waived and was rudely told no that they would not remove this $25.00 Trip Fee charge. This ADT individual told me that it was the Home Defender rep and not ADT that told me there would be no additional charges and that I would have to pay ADT the $25.00 dollar Trip Fee charge and then deal with the Home Defender rep to get my $25.00 dollars back. I love how stupid they think I amCDC and that they do not think I know that they are actually the same company and are scamming individuals with this Trip Charge. My wife and I refuse to pay this Trip charge as we specifically asked at least 5 times and were assured there would be no additional charge and that all of their equipment items would be fixed or replaced with no additional charges. I will gladly put my name on any class action lawsuit for fraudulent or unethical sales attempt on ADT Home Defenders.

Cancelled my service in March. ADT continued to bill for April and May, debiting my credit card AND sending an additional paper bill. This despite a lengthy cancellation process on the phone in March, I had to do it again in late May as they tried to continue billing me.
Companies like Comcast, ADT and others with corrupt billing departments need government oversight and consumer protections as they attempt to double bill or continue billing well past official cancellation dates. I will never use ADT again. They try to raise prices with no consultation and continue false billing practices. I intend to write to the better business bureau and my local representatives to seek justice.
Concerned home owner.

Adt home security systems are junk! They sent a contractor from defender to install everything and it took 10 hours. The guy was in my house from 920am till almost 11pm. Nothing would work and he kept having to change equipment I should have stopped him then! 1 day goes by and i call to cancel it and the rep denied me and i was transferred at least 4 times and tben hung up on. I called back and started all over and again transferred around and again hung up on after 107 min of hold time. called corporate and they said they cant cancel anything and gave me a new number, i called and ended up arguing with the "manager" as he told me i would have to pay 1178$ for early cancellation. I told him its been 2 days since install. He said he would email me cancellation papers ans i had to have them in by next day at noon. so i never got email after 1 hr wait for it,so i called back and again the run around but did get email. I filled it out and sent it back with in 20 min. i then called to ensure i was done with adt and got the a'ok. now the next day no one showed up to remove equimpment so i call again and they tell me im in a 24 month contract and if i want to cancel its 1178$ so we go back and forth for a while and i sent them a copy of my cancellation papers but they say its past 3 days and i canr cancel. i called in and fought for tbe next 2 days and just gave up. its now been 13 montbs and i just called in to cancel today and the lady told me its 380 early cancellation fee cause i have a 24month contract!!!!!! I told her david the manager agreed to put me on a 12 month contracts but of course she doesnt see it. so i send her a picture and she said there is no such thing as a 12 month contract and she can only go by what she has. now i tell my whole story and that the alarm has NEVER worked and all the sudden were disconnected!!!!!!!!!!!!!!!! Ive completly lost it !!!! I called a lawyer and he told me he has had at least 40 adt cases in just the last year all of them very close stories to mine. so now i can either fork over 450 to lawyer or pay 380 to adt for early cancellation. to be honest i would rather pay the 450 to the lawyer then give adt/defender one red cent of my hard earned money. adt is a bait and switch operation and there contracts are filled with fine print mumbo jumbo that you will need a lawyer to translate. After talking to my neighbors is sickening how many of them have faulty alarms and 5 or 10$ a month unknown charges to there monthly bills. 2 have tried to cancel contracts but also were threatened with high cancellation fees. there contract states 100% money back guarantee if you are unsatisfied well according to my lawyer thats is false and if i want to fight the fight i will most likely recieve 80% of my money back but after paying him its just not worth it. so instead im getting the word out along with my neighbors on social media and word of mouth to help others not get sucked into the scam thst is adt/defender. stay away from these companies. go but a 300 alarm system with monitoring app and have it installed for 150$ and your good to go for years.

I do not have and never had an account with ADT or signed any contract with ADT. I called them to schedule an ESTIMATE only for one of my clients and they ended up charging me and have recouring charges on my checking account. At the time I called for the estimate I was very clear the estimate is for one of my clients and not for me.
They even did a credit check on Equifax that will stay in my record for three years.
I had to be on the phone with my bank and ADT for hours to correct the problem.
In my business I have to recommend to my clients a security vendor or another, I will never recomment ADT.

Total rip off from the beginning. DONOT use and fall for their BS. You will be sorry. When you call to complain, you will either get hung up on or rerouted to someone over and over again.
Absolutely terrible. I wish I had never signed up.

Where do I begin? I am so frustrated it’s not even funny.
The guy came over after I inquired about alarm system. I thought I was getting ADT but it was The Defenders-had NO idea. Then he proceeds to immediately install the main box before giving me his massive sales pitch telling me I need thousands of dollars of equipment for my small home.
After seven hours of installing the system ( I did not get everything he said so needed-pretty basic) he said I would get a $100 visa gift card. He did not tell me that I needed to send in $5 to get my $100 visa gift card. SHAM!! I want out!! He left me no paperwork so so did not know cancellation was three days and not thirty! I feel sick to my stomach about this! People who work for these companies should be ashamed of themselves.
Shame on you ADT and the “ Defenders”.

I had a 3-year contract with ADT and it ended in June 2017. I called in to verify that the contract ended June 2017 and asked for the copy of the contract, it was sent to me via email in September 2017.
YET, ADT harassed me every single month, threatening to charge cancellation fee. How can this be? The contract expired after 3 years, I have NEVER signed a renewal.
This is pure fraud and I will file a complaint.

I was told I was signing up for a 6-month contract by the installer and would be able to cancel with a 30 day written notice - I attempted to cancel but was told I signed a 3-year contract and the only way out was to pay the whole thing off at once - when I demanded to see the so-called 3-year contract, they sent a PDF to my email with a forged signature - it actually looks like a script font of some type - what are my options - this is crazy!

The sales lady verbally confirmed with me that it will be a 1 year contract. She mislead me to sign up for the service. After the year is up, I wanted to cancel and they said I signed a contract for 3 years. I did not sign the contract at all. The signature was not mine and was forged by someone from ADT. The sales lady was no where to be found and can not be contacted. As requested by ADT, I provided all proof (10 signatures on a blank paper, signature on my driver license, and a signature on a blank check) that it was not my signature on the contract. Yet, they still want me to pay the early termination fee. If anyone is suing ADT for fraudulent, please let me know and count me in.

I set the alarm off by entering the garage or basement. The alarm is not very loud and I cannot hear it from these locations so I did not disarm it. I was billed 220.00 for two false alarms in one months time. I am filing the incident with ADT s false alarm research group. We will see what happens next.

ADT customer service is one of the worst. I have no ADT system from 7 months, they are still charging my card. They asked me for $1100 once, $400 again, sign a two year commitment, and then came to my house 7 times and at the end told me that they miscalculated everything and I have to pay another $3000. The Local ADT agent Mark and Darren are rude to a point threatening. I have been a customer for 15 years and this is what i get from them. They sales guy has also used bad language in front of my family and kids.

Just bought a home and before I could even move into the home ADT calls me about the service I kept telling the lady I'm not interested and she would give up. She mentions my real estate agent and promise I could end the contract if I am not longer interested before three months are up. Finally, I gave in, but I was not happy and I tried to cancel, but I kept getting the run around. And now the want to hurt my credit. She knew I just got a new home and used my agent name to pull me in to make me feel guilty and not appreciative, That’s is what I felt she was doing. I had a hard time getting the house and I wanted to make everyone happy. Everything went wrong only phone number they had was my daughter and I don't even know how they got it. I would have to find out thru my daughter if there was a problem with the system going off

ADT Unethical practices

ADT told me it was a two year contract and surprise it’s a three year contract . I have not been happy with service have had repeated issues with back door sensor and I keep trying to cancel dud to their lack of customer service and service repair and I’m being told that have to pay 75% of what’s left of my contract that I didnt even know about it . So Terrible this company had lawsuit against them and are still doing same thing ripping people off

This company has had me in tears from the time I realized it was not really ADT to the time I discovered that the techician who installed the system forged my signature on the documents because I had to leave to go to work. I tried calling several times to get help on this situation and I was lied to and transferred to numbers where no one answered. I will happily join a class action suit please sign me up!!!!

I was deceived into thinking that I was signing up with ADT. Then when I realized that I was tricked I tried to cancel and found out that this company has a contract that locks you in for 3 years. A contract that I did not sign because I had to leave in the middle of installation to go back to work. The person who installed my system asked my mom to do the electronic signature but she refused and he signed for me. When I took this to prepaid legal they blew me off and said it would be hard to prove. I tried calling several times and was lied to and told I would get a call back but no one ever called. I was transferred to numbers that no one ever answered. I would be happy to join a class action suit. This company is a preditor and they get accounts under false pretenses.

ADT and it's installers are a rip off. Plain and simple. Don't try to reason with them they are unwilling. They lie , they talk in circles,they send you from one dept and agency to another. Then try to deceive you. Save your money you don't want this 3 yeara of nonsense.

I had ADT installed in my home due o my mother having dementia. I needed to keep her safe as she had got out of the house once when it was really hot outside. I was fortunate and found her quickly and got her back to my house. I had the system put in in the month of June 2015. My sister would drop mom off on the weekends and I would take her back to her home the end of the weekend. MY mother's condition worsened and that following October she was no longer able to travel. I tried to cancel ADT and was told if th3e reason had been on the paperwork regarding my mother I would have been able to cancel their service. The tech who installed the system knew this was the reason as he stated this is the first time I have installed the system to keep someone in but to keep people out. I was I helped my sister with medical supplies so was spending extra money there. When the account was set up it was automatic payment from my bank and then all of a sudden they are billing me instead of withdrawal. They did not even do their job in that regards. Just this week they turned me over to collections . I made a total of 3 phone calls and was hung up on twice. I was told on Monday I would receive a return call. Thursday still no return call. I called Thursday an asked to speak with a manager and not the manager I had spoken with on Monday. I was hung up on for the third time. I called back and spoke with a female supervisor and she said they could not do anything since turned over to collections. I had to pay 379.00 termination fee to keep off my credit report. This is misrepresentation and poor business practice. I would like to get my money refunded. This company has no morals and people that lie to you. If there is a class action suit I would like to be a party to the suit. If anyone know someone high in the company that I can contact please let me know who and how to get ahold of them. FOR ANYONE WHO IS CONSIDERING USING ADT, I WOULD RECOMMEND THAT YOU CHOOSE ANOTHER COMPANY.

ho lie and misrepresent



.

At no point during the installation process was I told I would have to pay a $1100.00 termination fee to break the contract! For what?? I paid for the installation and devices. I would love to join a class action lawsuit.

Canceled ADT after approx 20 years, was under no contract but was told I needed to continue paying for a month I had already had Xfinity installed 3 days before, ADT called and left a message on the answering machine attempted to lure us back with a lower price, we never responded, I checked the account to see the upcoming cancellation date and realized they took out more money for July 2017 that is not yet here for the price they offered and extended not cancelled our service . Fraudulent practices is the very reason I wanted to cancel and it hasn't ended, They also updated my new credit card without permission, and the month ahead payment for something I have yet to use and less than 30day payments is a bit over the top.. Hence all the reasons to leave ADT... Fraudulent practices...