ADT Customer Service Issues

Hello, I appreciate you reaching out to help me with this situation. My conversation with John Hicks today was quite unpleasant. Mr. Hicks was confrontational and impolite. He wanted to know the name of the person I originally spoke to, which led to his call. I explained my issues with Mr. Hicks, but he dismissed my concerns and frequently interrupted me. He mentioned that ADT does not cancel services upon request. I clarified that I experienced technical problems with the Pulse system, which went offline multiple times, causing me not to access the cameras. The technical team provided solutions, but some did not work, making me troubleshoot. I found it puzzling when the Pulse system went offline, but my internet connection was fine. Sometimes, reinstalling the Pulse app fixed the issue as advised. I wished Mr. Hicks' behavior was recorded since I felt attacked and disrespected. Despite my requests, he mocked me for receiving free monitoring service. I clarified that I didn't seek it but appreciated the gesture. Although there's more to share about our discussion, I'd rather not. I asked Mr. Hicks to refund my payments and remove the equipment promptly. He agreed reluctantly. I'm requesting to end my contract due to numerous technical problems and poor customer service. Please ensure Mr. Hicks doesn't contact me again; our discussion caused me immense stress. Kindly send my reimbursement check to my home address: [redacted]. Thank you.

I have been charged by ADT for the last six months despite not receiving any service at my location. According to them, they were providing me service even though my contract had ended six months prior. I had informed them that I did not want any more monitoring because their prices were double those of their competitors and the quality of service was poor. For instance, alarms would trigger with no response, and products like the camera were outdated and malfunctioning. They have billed me $[redacted].75 for services that I did not request and were not covered under any contract.

Subject: Cancellation During 30-Day Trial Period ADT Security Services Customer Retention Dept. [redacted] S. Vaughn Way Aurora, CO [redacted] Dear Sir/Madam, I am writing to formally exercise my right to cancel my current ADT contract during the 30-day trial period. Despite multiple attempts to cancel, I have encountered misinformation and resistance from your representatives regarding my request. I originally scheduled installation under Ref: [redacted] for a monthly rate of $27.99, but the installers attempted to upsell unnecessary equipment, contrary to our agreement. After several discussions, they offered a temporary rate of $52.99 and advised me to call back to revert to the agreed $27.99 rate. However, each subsequent call to customer service has been met with refusals to honor the initial agreement and misleading offers. I am aware that I am within the 30-day trial period and that cancelling during this time does not incur fees. Please confirm the cancellation of my service, considering the deceptive practices I have experienced. Your prompt attention to this matter is appreciated. Sincerely, W. Wagabaza May 2, [redacted]

Concerns about Ring Video Cost I recently added a Ring video camera without being informed of any associated costs. I was surprised to receive a message indicating my subscription had expired and that I needed to pay to view videos. Both the ADT sales representative and technician assured me there would be no additional fees for Ring with my ADT service. Despite this, I am now being told by ADT and Ring that I have to pay extra monthly or annually to access recorded videos. I made it clear that I did not want to pay any additional costs to ADT or any third party for the camera. When seeking help from the ADT representative Casy or Casey, I found no resolution. It is essential for supervisors and managers to show empathy and provide accurate information rather than displaying arrogance towards customers. Transparency and honesty are crucial when dealing with consumers. I plan to file a complaint regarding this matter.

There was an incident where an intruder broke the crawlspace sensor, triggering the ADT alarm system. The situation revealed there was someone underneath the floor. I urgently need the sensor fixed and the battery connected, as well as the extra charges for promised free services to be resolved. I also want assistance setting up my Ring Floodlight and doorbell camera as initially specified. I am disappointed that ADT's response to an open door varies from an intrusion. It is important for these issues to be addressed promptly as my safety is compromised until the situation is rectified.

Account Number: [redacted]04 Customer Since: [redacted] I have been experiencing issues with my alarm system for the past 6 months. Today, an ADT technician visited my home and noted that my original BRINKS system and Xfinity landline were causing compatibility problems. Despite the technician alerting ADT management, no action has been taken. I am one year into my contract and request to be released without penalties and refunded the recent payment of $[redacted].48 from April [redacted]. I believe I should have been informed in writing about the ADT and Brinks compatibility problems as soon as they were discovered. Despite claims that I should have notified ADT about any phone line changes, I have maintained the same provider since joining Brinks/ADT. The technician clarified the issues I have faced with my alarm system. As a loyal customer for 13 years, who pays upfront annually, I am deeply concerned by the connection problems between ADT and Xfinity. I fear for the reliability and safety of the system. Despite contacting your company three times with different responses, I am not satisfied. I request contract release due to what I perceive as your company's lack of consideration for my safety and property. I intend to escalate this issue to the Better Business Bureau, local news outlets, and other relevant entities to bring attention to this matter. Sincerely, Eric C.

A few weeks ago, I contacted ADT to reactivate the security system in our family home located in another state. I paid a $99 installation fee and was surprised to learn that it needed additional work totaling over $[redacted]. After negotiations, the cost was reduced to $[redacted] which I paid by check. The monthly monitoring fee is $27.99. However, I want clarity on any additional charges upfront as I was not informed earlier. I am a senior citizen with health issues and had concerns about the undisclosed costs, especially as my name was misspelled on the document I received. Jeremy White, who assisted me, was polite, but transparency regarding fees is crucial to avoid misunderstandings. I reside three hours away from the property most of the time, making it challenging for me to deal with such matters in person. Please clarify all costs before requesting any further actions.

I wanted to share my recent dealings with ADT Security Services. On 02/06/[redacted], their system was installed for $42.99 per month (now $45.84). It included 2 motion detectors, 1 touch screen panel, 3 contacts, a key fob, and a radio. Shortly after installation, my living room motion detector set off the alarm due to my 40-pound dogs. The technician moved the detector, but I had to restrict my dogs' movements to use the alarm. When I tried to cancel the contract on 8/6/[redacted] due to ongoing issues, I was denied without a fee. I have been experiencing error code alarms ([redacted] Comm. Trouble) and currently have my system disconnected waiting for another technician. I am seeking assistance with these problems or to cancel my contract without additional charges. Thank you for your attention to this matter.

I had my security system installed back in [redacted], with only upgrades in April [redacted] costing me $[redacted].50. Recently, ADT has been offering a new security system for $[redacted] to new customers, with a monthly cost of about $90. Over the years, my quarterly service fees have gone up from $80 to $[redacted] by [redacted]. I am considering switching companies every few years to take advantage of free equipment and lower costs compared to what I am paying now. I reached out to ADT about this, but the associate I spoke to hung up on me after promising to get a supervisor to address my concerns. This experience has left me feeling disappointed as loyal customers like me deserve better customer service. Thank you for listening, Frank F.

I have received numerous emails from businesses offering support before, during, and after hurricane Florence, yet I did not receive any communication from your company. Amidst evacuating due to the mandatory evacuation caused by the impending hurricane, your email notifying me of a bill increase for a service not available in my area came across as insensitive. The timing of your message, during such a crisis, has left me disappointed. While I understand the need for adjustments, the lack of empathy displayed in your email was disheartening. Other companies have reached out with messages of support and understanding, contrasting starkly with your notice of increased charges. In light of the hurricane and the accompanying financial strains of evacuation preparations, your approach lacks the compassion and consideration I would have appreciated during this difficult time.

I would like to address my concerns regarding case number [redacted]5. On 9/13, I made the decision to cancel my account due to ongoing issues with 4 of my sensors, including the carbon monoxide alarm. Despite spending 2 hours on the phone with multiple representatives from both account management and tech support, no one was able to provide a solution to quiet the alarms. The situation escalated when one of the representatives was rude and even hung up on me. This problem occurred previously during the summer, resulting in unnecessary visits from the fire department. Even after a technician was sent out, the issue persisted. Recently, ADT contacted me on 9/21 and offered a reduced rate to keep the service, with the promise of equipment replacement without interrupting my internet service. However, the technician who arrived seemed unaware of the full extent of the issue and was unable to proceed without affecting my internet. This further delayed the resolution. Despite my request to cancel the service on 9/19, I am still receiving calls for appointments. I am reiterating my request to ensure a timely cancellation of my account with ADT.

I am dissatisfied with the recent experience with your company. Spending two hours on the phone, I was told my upfront payment would be $[redacted].50 and the monthly cost would be $21.49 as long as I stayed. Adding an extra motion sensor for $50, I later discovered the fee is $50 monthly and the contract terms cannot change despite recorded phone conversations. Despite speaking to two different individuals and their managers, now I'm informed I must pay a restocking fee since I refuse the $50 monthly charge due to misinformation. The product wasn't shipped, confirmed by checking with FEDEX. This situation is unprofessional, as everything promised during the call ended up being false. Dealing with a third-party seller poses difficulties in resolving this issue. Previously satisfied with the service provided at my business site, I am disappointed by the recent decline in your company's performance. Additionally, it's inconvenient that your company no longer offers installation services, expecting clients to do it themselves. If the issue were addressed promptly, I might have considered installing the system myself and keeping the service, but unfortunately, communicating with your company has proven fruitless. Sincerely, Crystal

Lucille Baxter [redacted] E 29th Street Baltimore, MD [redacted] [redacted] September 27, [redacted] Collection Department (ADT) Transworld Systems Inc. Ft Washington, PA [redacted] Dear Sir or Madam, I am writing to dispute the balance $[redacted].26 in my file Acct # [redacted]1. The amount should be zero. The alarm system never worked properly, and I only agreed to pay $30.00 monthly. You added taxes, making it $36.00, but then started charging $40.00 without my consent. Despite my complaints, the issues were not resolved, so I chose to cancel the services. Please correct these errors promptly. Thank you for your timely attention! Sincerely, Lucille Baxter

As my mother's Power of Attorney, I am reaching out as she needs to move to a nursing home due to severe dementia. With her limited funds, she can no longer afford ADT services. I was advised to send a copy of the POA to an office in Colorado by an ADT representative. I am seeking the correct contact person to handle the cancellation discreetly to safeguard her personal information. Any guidance on the appropriate individual's name, address, email, or fax number would be greatly appreciated. This is a challenging time for us, and your assistance in this matter would mean a lot. Thank you kindly for your support and understanding.

On 10/5, I had a new service installed. When I called on 10/3, I spoke to a supervisor named Phillip Jeffrey. He asked for a credit card for a tech visit, which seemed odd, but my wife insisted. Phillip assured me that the $[redacted].00 fee wouldn't be charged until the tech visit on 10/5. However, the money was taken from my account on 10/3, contradicting his promise. My existing hardwired system was 4 years old, and the tech said he couldn't hard wire to their system. Surprisingly, the tech did hard wire the first zone using existing wiring and used wireless contacts for the rest, despite what was initially stated. I just called again, requesting a cancellation form via email, but I haven't received it yet. My name is Ed Fricker residing at [redacted] Wynn Rd, McDonough, GA [redacted]. You can reach me at IamSparky1947@[redacted].

I am experiencing difficulties with my refund from Defenders. We had a security system installed on September 25, [redacted], and submitted the cancellation notice on September 26, [redacted]. Despite two additional technicians attempting to fix the system, it remained faulty. The second technician confirmed the system was problematic and advised me to schedule a removal appointment. After multiple scheduling issues, the system was eventually removed. However, when inquiring about my refund, I was informed about delays due to equipment return. Initially promised a refund within 10 business days, the timeline keeps extending, with the latest update suggesting it may take up to 30 days. This prolonged process not only affects my perception of Defenders but also reflects poorly on ADT. I seek assistance in expediting this refund process. My account number is [redacted]. Thank you.

My second home is only used during the month of November each year. The other 11 months it remains vacant with the ADT alarm activated. Over the past two years, I have arrived for my November visits to find the alarm off. In [redacted], the batteries were dead, and in [redacted] a part failed. The technician mentioned a $20 charge for the replacement. Will I receive a refund for the months the alarm was inoperative? Waiting for your response via email. The technician assured me he would inform the billing department about the issue. Patricia G. Acct. No. [redacted]7

I am experiencing issues with my Safewatch Pro 3000EN alarm system. I recently replaced the battery with a slightly higher voltage, as recommended by ADT, but now the system is beeping every few seconds. The panel is displaying fault codes 23 and 24, and I believe the chimes for doors and windows are not functioning properly. Additionally, the panel is showing a communication failure and fault 23 related to a guest bedroom window being open. I am struggling to stop the chirping noise, which is quite disruptive, especially since I am unwell and in need of rest. Any assistance in resolving these issues would be greatly appreciated.

In [redacted], after moving from CA to VA, I contacted ADT and had John Tran install the system, who did a great job. Despite giving him a glowing review that led to a promotion, I've faced ongoing issues with the system. Despite multiple calls to customer service and technician visits, problems persist. My dog's vigilance helps me feel safe since the alarm system is unreliable. The constant beeping on the lower level has forced me to unplug it, and I've noticed a fallen receptor near the front door. A previous online complaint went unanswered. I seek a knowledgeable person to address these issues once and for all, so I can justify the monthly expense. Thank you.

Subject: Billing Inquiry and Service Disruption at [redacted] Greenpointe Drive, Orlando, FL To whom it may concern, I am inquiring about account number [redacted]6 associated with our property located at [redacted] Greenpointe Drive, Orlando, FL, and serviced by your company, ADT. My spouse and I have been loyal customers since [redacted] when our alarm service was under Ranger American, later acquired by ADT. Our concern began in December [redacted], when we requested a bypass for our landline as we split our time between the UK and Orlando. Your team recommended Cell Guard, with the assurance of maintaining our monthly fee at $48.48 for 5 years, as promised during an upgrade in December. However, following the upgrade, a call from Dace Wallace of your corporate office on December 20th alleged service cancellation and offered a reduced rate of $21.99 monthly. Instead, our bill increased to $50.10 and $6.46 in January [redacted] without explanation, leaving us dissatisfied and undervalued as long-standing customers. We expect the overcharged amount to be refunded promptly and seek reassurance of your commitment to honoring our loyalty. Failure to address these concerns may prompt us to seek quotes from other service providers. I anticipate your prompt response to resolve this matter effectively. Sincerely, K.W. [redacted]