ADT Customer Service Issues

Hello, In October, I signed up with ADT and was promised a $[redacted] gift card. However, as of April, I have not received it. Additionally, a technician made a mistake and I was supposed to be refunded $[redacted], but I have not gotten that refund either. I'm wondering if you could access the recorded conversations from October regarding the refund and check they were meant to send, as well as provide an update on the status of the gift card. I have a signed document confirming we should receive one. It's been almost 6 months now, so I am reaching out for assistance. While we are pleased with ADT and their service, these two commitments have not been fulfilled. Thank you for your help.

In November, we had to cancel our service due to a substantial medical expense of $[redacted] monthly. The company agreed to a reduced rate of $19.99 until the contract's end in Oct [redacted]. However, they have unexpectedly increased it to $64.99 and won't reinstate the lower rate. On a limited monthly income of $[redacted] from social security, we simply can't afford the new cost. Despite our loyalty as long-time customers and our efforts to minimize expenses, we are struggling. I spent over an hour on hold this morning seeking a resolution to no avail. It's becoming dire as we may have to resort to using food stamps or selling blood to fulfill the contract. We've even suggested returning all equipment except the camera, which we had purchased independently. We hope they reconsider our situation and uphold the original agreement.

I am feeling very frustrated. I have reached out to around 10 individuals seeking assistance with a closing issue regarding my home. In [redacted], ADT utilized an external contractor to set up my pulse alarm system. As I am in the process of selling my home, I am unable to proceed with the sale due to an unresolved "Open Permit" that the contractor neglected to address with the city. Despite contacting Customer Service, the Resolution Department, the Installation Department, the Permit Department, and New Service, I am still unable to obtain an email confirming the closure of this permit. Today, I was advised to resolve this online by myself, which only added to my frustration as I have already tried everything in my capacity. I have conversed with 3 individuals regarding my address details and scheduling a new installation appointment. I am uncertain whether I will continue with ADT for my new home. I urgently require assistance in resolving this Alarm Permit issue by Wednesday. My records indicate that I have been very patient, but this situation has become extremely challenging for me.

I began my security alarm system with General Electric Security in [redacted], which changed to Protection One and later to ADT. I pay my monitoring service and repair plan annually in December. I paid $[redacted].66 to cover 12 months of monitoring and repair. However, I've only had about 6 weeks of monitoring due to ongoing issues with the alarm wiring. Despite multiple technician visits, the problem persisted, with ADT suggesting a costly switch to a wireless system. As a senior with a fixed income caring for a husband with early dementia, we are seeking a cost-effective solution to maintain our security. Despite expressing our budget constraints, each proposal offered by ADT has been increasingly expensive. We are frustrated and in need of a new system that fits within our financial means. Our account number is [redacted] and my name is Frances J. P. residing at [redacted] FM [redacted] Rd, Alvin, TX [redacted]. Contact me at [redacted] or [redacted]. I urge ADT to consider our loyalty as longtime customers when exploring affordable options for security monitoring.

Last week, I had my old ADT system upgraded, which included installing three wireless security cameras. Unfortunately, the picture quality of these cameras is extremely poor - there is pixelation, the images are unfocused, and faces are hardly visible. Despite being told by a service tech that the issue was due to a weak wireless signal, I disagree as my wireless Nest camera, using the same system, provides crystal clear images. The lead tech suggested returning the cameras if I was unhappy. When I contacted ADT customer service, I received a dismissive response. The representative insisted my only option was to remove the cameras and refused to lower my monitoring cost or provide a better camera in the future without extra charges. After nearly three decades as an ADT customer, I am considering switching to a different security company due to the poor quality cameras and unsatisfactory customer service across various departments. The lack of professionalism and assistance from a company with such a long history is disappointing.

I recently had an alarm system installed last month and paid $[redacted]. However, since installation, the alarm has been malfunctioning, continuously going off throughout the day. Despite technicians coming out five separate times to replace detectors and pads, the problem keeps reoccurring the next day. A senior technician recently spent a day attempting to fix the issue, assuring us it was resolved, but the problem persisted. I cannot continue missing work to deal with this. I am requesting a full refund of $4,[redacted] and immediate cancellation of the service due to the unresolved issues with the system.

I recently noticed a charge of $[redacted].25 on my BOA credit card dated August 27th, with no prior notification or approval. I had an ADT contract in Boca Raton, FL in [redacted], which I relocated to Santa Barbara, CA in early [redacted]. After canceling the FL service, I resumed it in CA without interruption. The installer assured me on March 20th, [redacted], that there were no extra fees due to the relocation. I believe I should not be charged a closure fee in FL, as it's standard practice to close accounts when moving. Similarly, I question the need for an installation fee in CA, as I simply transferred the service. Requiring me to pay $[redacted] every time I relocate seems excessive. I kindly request a refund and an email confirmation at [redacted] Thank you.

On Tuesday morning, my emergency health pendant triggered without my input, leading to a visit from firefighters who entered my home to check on me. Following this, I contacted ADT for assistance. Despite speaking with several representatives, none were able to address the issue. Eventually, I was advised to replace the pendant batteries, but the alarm sounded again in the evening. Following another frustrating conversation with ADT, a technician appointment was scheduled for a four-hour window from 8 a.m. to 12 p.m. However, around 11:30, I was notified that the technician would not arrive during this timeframe. When I inquired about the delayed arrival, the response was vague. After sacrificing my entire morning waiting, the appointment was ultimately cancelled. Currently, my alarm system and emergency pendants are not functioning. I am eager to find a solution or potentially have the system removed by ADT. Thank you for your attention to this matter.

In September, we switched to Xfinity to save money since my husband retired. I spoke with Ms. Evana regarding canceling our service, but due to the contract, we were told we couldn't cancel until November '19. She assured us the monthly charge of $40.90 would be reduced to $20 for September, October, and November '19. However, the charges for September and October remained at $40.90. I'm reaching out to get this issue resolved so that in November, when we can finally close the contract, we're only charged $20 as promised. Thank you for your help in advance. - Marianela H.

I moved out of my house last year, but ADT kept charging my credit card for a service I haven't used. The ADT account is under my ex-partner's name, and I was just a secondary contact. ADT won't let me cancel the service or reply to my emails. I don't talk to my ex. This month, I requested my credit card to stop payments to ADT. I want a refund for the months I didn't use the service and to close the account. Any help is appreciated. Thank you.

I have received the following email. This account was closed earlier this year. Hi Anthony Jones, Just a friendly reminder that your payment for security services is overdue. Customer Account #: [redacted] Days Past Due: 30 Total Amount: $21.38 Sincerely, Your ADT Security Team Need assistance? Easily bring your account up to date by making a payment of $21.38 today. Visit www.MyADT.com to make a payment and enroll in EasyPay® or utilize Express Pay for a payment without logging in.

Our alarm system stopped working two years ago after serving us faithfully for 15 years. When I contacted the company for repairs, they insisted on a new contract which I was not inclined to sign. Despite their promise to replace the system, the repairs were never completed. Our attempts to resolve the issue have been unsuccessful. We have been charged monthly without receiving any security services. We are seeking a refund in order to find a new security provider. The lack of response and service from the company has been disappointing and frustrating. Any assistance in resolving this matter would be greatly appreciated to avoid further escalation. Thank you. - Phyllis Penney

I have had several false alarms triggered by overly sensitive sensors. The latest incident occurred while I was flying back home. Upon arrival, the guard and my neighbor were already there, explaining that it was likely just grasshoppers bumping into the glass door. Currently, I am unable to connect to the Pulse app to control the system. At times, I receive a message incorrectly indicating that the door is open. The yellow caution symbol on my security system has been steadily on since last week. After contacting customer service and being guided through some steps, it was suggested that a technician might need to replace the battery due to a communication error. Despite their reassurance, the issue persists, and I am still unable to operate the system through the app. When inquiring about a faulty sensor, I was informed I might incur a $[redacted] charge for the technician's visit. I feel frustrated and dissatisfied with the situation, as I am considering ending my service with the company after being a customer for just over a year.

I noticed that a window sensor is malfunctioning as it is showing as open on the console with a red light. After resetting the system, the red light disappears, but the faulty status reappears after some time, triggering the alarm in the middle of the night repeatedly throughout the month. This has led to over $[redacted] in unexpected electrical charges and now my power is at risk of being disconnected. I reached out to the customer service department regarding this issue, but unfortunately, it remains unresolved. I reside at [redacted] Gutierrez Street, San Antonio, Texas, and only started the service in October this year. I would greatly appreciate any assistance as I am not well-versed in technical matters. -G.A.

To the concerned party, I have an alarm system from ADT installed in my home, which was previously owned by a deceased family member and is now in my name. Although the service is under my name, I do not have the verbal passcode as it belonged to my deceased family member. When ADT contacts me regarding issues, they withhold details due to the password situation, despite my payment for the service. After several attempts to address this, I was promised that my passcode would be sent via mail, only to later receive an email requesting a death certificate for service cancellation. I am dissatisfied with this experience and have decided to discontinue using your services, as I value the autonomy to choose where my support goes. I will be seeking a new alarm system provider.

Due to ongoing vandalism, I had two ADT video cameras installed in my home, only to find out they were being tampered with, providing no footage of the incidents. After multiple unsuccessful attempts by ADT technicians to resolve the issue, I installed a Ring floodlight, which successfully captured the vandal's activity. I reported the incidents to the police and have halted payments to ADT until the surveillance problem is fixed. Despite numerous complaints and visits by company representatives, the issue remains unresolved, and I have requested the bank to cease monthly deductions until a satisfactory solution is provided. This is my second email raising this concern.

I've had issues with my home front camera for nearly two weeks. Despite contacting ADT multiple times for support, the troubleshooting steps advised did not resolve the problem. As a loyal customer for four years, I believe I deserve better service. I kindly request a call to schedule an appointment for a technician to come and address this matter. While I've appreciated ADT's service in the past, this recent experience has been frustrating. You can reach me at [redacted].

I am disappointed with the delayed arrival of our serviceman, experiencing a 2-hour delay. After waiting on hold for over 30 minutes, it is frustrating that this is a recurring issue. We had a similar situation before that took 10 days to resolve, which is unacceptable. The service provided by Defenders for installing a doorbell has been subpar. I am reaching out to address this formally with a letter of complaint. Despite finally speaking with an ADT representative over the phone, we have not received the serviceman's contact information or any way to reach Defenders. As we are currently under contract with your company, I hold you accountable for the lack of communication and service provided. -Tony B. [redacted] SW Sea Holly Way Palm City, FL [redacted] [redacted]

1. As a loyal customer and military member, I was assured an upgrade to my existing system, which did not occur. Despite being charged for both accounts, the promised reimbursement of $[redacted].38 never materialized. 2. Upon moving to my new home, I discovered that my system was less advanced than what was originally promised. The initial system included motion sensors and monitored 7 zones, while I was also assured of additional features such as doorbell and outdoor cameras, thermostats, control panel, carbon monoxide and fire alarm monitoring, and an echo dot. However, none of these were received after placing the order on October 25, [redacted]. It is disappointing that no technician has visited to address these issues, and I am eager for this matter to be resolved promptly.

I no longer wish to have ADT Services! Initially, I was misled into signing up, thinking it was for a trial when it turned out to be a 3-year contract. Despite trying to cancel the service, I was informed that I signed a binding agreement. Each time the alarm goes off, it serves as a reminder of my dislike for it. I have resolved the issue on my own and I want ADT removed from my property permanently. This situation has caused me distress, and as an 84-year-old, I cannot afford nor have the patience for this. Kindly refrain from contacting me further; just proceed with canceling my account. I have finally managed to pay off the balance to enable the cancellation.