ADT Customer Service Issues

I am terminating my service with ADT due to unsatisfactory service over the past year. Despite setting up automatic bill payments, I received minimal alert phone calls when my alarm was triggered. Even after speaking with several managers and customer service representatives, previous notes about my concerns were overlooked. The service quality and support have been consistently poor. Today, on December 15, [redacted], I spoke with a manager named Mark, who informed me that I would still be billed for prorated charges in January even though my service ends this month. This ongoing issue of improper billing has persisted since January [redacted], despite a previously authorized discount. I have decided to cancel my service without any hesitation. The confirmation number provided by Mark is [redacted]9. I trust that this cancellation request will be successfully processed.

I acknowledge that I planned to send the payment, however, I am currently bound by a 5-year contract which I hope not to be held to for its entire duration. I will adhere to the payment schedule until the contract ends or until I explore legal action. I will be disconnecting all equipment, as I refuse to be compelled to use it despite paying a monthly fee. My discontent stems from the association with Telus, a company I've been loyal to for years. I have informed others about the issues I've encountered regarding equipment obligations and potential additional fees. I aim to seek resolution, possibly seeking legal advice once the pandemic situation improves. Financial constraints prevent me from hiring a lawyer, but I will seek guidance from professionals who offer free initial consultations.

Hello. I'm Justin Cox. I'm looking to cancel my ADT service because of COVID-related financial difficulties. My wife hasn't been working for a few months, and our home business is slower than usual. When I inquired about cancelling before, I was informed that there would be a large fee. Is there any way to cancel without incurring this charge? We are struggling to cover our mortgage and electricity bills as we are approximately 6 months behind.

I had an appointment scheduled for my move-in day three weeks ago, set between 3-6pm on December 22nd. However, less than 24 hours prior, John from ADT left a voicemail canceling the installation. After spending an hour on the phone with various ADT departments trying to sort the issue out, I was informed they were overbooked and couldn't reschedule me until mid-January to February [redacted]. I'm extremely disappointed with the poor customer service and lack of a timely resolution. I am requesting a refund of the $[redacted].94 installation charge I paid on December 8th, as ADT failed to provide the service as promised. Despite their suggestion to wait 6-7 weeks, I have decided to go with another company who can install my system in just three days. ADT's handling of the situation was unacceptable, and at no point was I offered compensation or a suitable solution. I am now seeking a refund promptly.

I electronically signed a contract with Defenders LLC on 11/14/[redacted], but later exercised my right to cancel within 72 hours. Despite being assured of the cancellation and having my deposit refunded, an installer showed up on 11/24/[redacted] to install the equipment. I contacted customer service at [redacted] to resolve the issue, but encountered difficulties with the representative, Tray, who insisted I must pay for the equipment due to not submitting a written cancellation. Despite explaining my compliance with the cancellation terms, I was threatened with a bill for $1,[redacted].94. I have repeatedly asked Defenders to retrieve their non-functioning equipment and cease billing me unlawfully, as it could impact my credit. The equipment is ready for pickup at [redacted] Valiant Dr. Lakeland, FL, and I urge Defenders to end their unwarranted actions.

Subject: Important Update Regarding Your ADT Security Service Dear Customer, I wanted to bring to your attention an important update from ADT Security Services regarding the mandatory update needed for your security system. The email you received is legitimate and not spam. Our team at ADT is dedicated to ensuring the security and functionality of your system during the transition from 3G/CDMA to next-generation technology by the cellular network providers. To continue benefiting from our monitoring services, you are required to schedule a service visit by calling [redacted] for a cellular communicator replacement. Your security and satisfaction are our top priorities, and we appreciate your prompt attention to this matter. Should you have any further concerns or require assistance, please do not hesitate to contact us. Thank you for being a valued part of the ADT family. Warm Regards, Andy

I recently purchased a new security system from Simplisafe and would like to cancel my service with ADP as soon as possible. When I contacted your customer support, I was placed on hold for 15 minutes with poor quality music. Upon speaking with a support person, I was transferred to the Loyalty department, where I endured another 20-minute wait filled with crackling noises instead of music. The representative seemed preoccupied with a conversation about Covid and did not assist me, prompting me to hang up. After 20 years, I am pleased to switch providers because ADP has only taken my payments without offering upgrades or attentive service. It is time to part ways with a security company that neglects its customers in such a manner.

I had scheduled a system update appointment with your technician for Tuesday, December 29th. I confirmed the appointment time via text message on December 28th as requested. Unfortunately, the technician did not call or show up for the appointment. After contacting ADT customer service, I was informed that the appointment was canceled on the 28th without my knowledge. I had to reschedule the appointment for January 6th, [redacted]. I am extremely frustrated by the lack of communication and poor service provided. I will definitely be sharing my experience with others. I am disappointed by the failure to provide the service as agreed upon and am curious to know what steps will be taken to compensate for this inconvenience. It seems unfair that if I had missed the appointment without notice, I might have been charged a fee. I hope we can resolve this matter promptly to avoid having to consider switching to a different security provider. Gary B. Jacksonville, Ar. [redacted]

In late November [redacted] or early December, I contacted ADT to upgrade my home security system. I received and signed a contract they emailed me promptly. After arranging for an upgrade on January 7 or 14, [redacted], I provided a person's contact details, who was not reached out to. Frustrated, I then spoke to a customer service rep named Christian, who informed me that my January appointment was not recorded, rescheduling it for February 11. Unless ADT provides some compensation, I am considering filing a complaint with the Better Business Bureau and sharing my experience on social media. I would prefer to resolve this matter without taking those steps. You can contact me at [redacted]. Thank you, R. Crudo

I am requesting a credit due to ongoing issues with my system which have finally been resolved by a competent technician today. I have detailed notes on my account regarding multiple calls made since July [redacted]. After an upgrade to 4G equipment, the 3G in the attic was not disconnected, causing communication issues with the monitoring department. Additionally, there were 3 active accounts under my name complicating matters. Despite speaking with several representatives about this issue, it was not rectified until today. The technician resolved the account duplication and disconnected the old 3G equipment, allowing the 4G signal to work properly. I am pleased with the outcome but believe a credit is warranted for the inconvenience I have experienced. I have been a loyal customer for 31 years and have also communicated with supervisor D.S. from the monitoring department and engaged Verizon for technical support before resolving the issue.

I received an email from ADT at [redacted], instructing me to contact them at 1-[redacted] for what seems like a scam. The message claims to be from ADT Real Protection regarding a mandatory update for my security system due to cellular network upgrades. It emphasizes the importance of scheduling a service visit by calling the provided number since the upgrade is necessary for the system to continue sending signals to ADT’s monitoring centers. The email ends with gratitude for being a valuable part of the ADT family.

I am reaching out regarding my business account [redacted] and a bill I received for $[redacted].01. I contacted ADT due to signals issues on our system. After scheduling an upgrade to 5G, the technician replaced batteries and sensors without informing me of any additional charges. As the GM, I require authorization for work exceeding a certain amount. I am disappointed by the lack of communication about the costs involved. I have tried contacting ADT without success and need assistance promptly. Please address this matter at your earliest convenience. Thank you, Susan K., GM at North Raleigh Hibernian Pub.

This letter serves as a formal request to terminate our service with ADT at [redacted] Wedge Ct., Sun City Center, FL [redacted]. Due to financial constraints, we are unable to continue with the service at our current residence. The monthly cost of $[redacted] to $[redacted] has become prohibitive for us. Since activating the service in September [redacted], we have encountered multiple issues. The system was only set up to recognize one entrance/exit, leading to frequent false alarms and police visits. Various situations such as noise from the TV, bugs triggering motion detectors, and accidental glass breakage have also triggered alarms. Despite providing correct information to ADT, the police have consistently been dispatched, resulting in additional fees. The lack of a grace period to prevent false alarms makes the system impractical for us. We understand the importance of security but find the current system ineffective and costly. We respectfully request the immediate deactivation of our service. Sincerely, C&A MacDougall.

I contacted customer service prior to Christmas to request the cancellation of my ADT account as I opted for another company. Initially, I was told it would be terminated on January 4, my billing date, which did not happen. Despite multiple follow-ups, my account is still active, and I have been billed for January and February. I want my service to be canceled promptly and a refund issued for the two months I was incorrectly charged for. I have received numerous inquiries trying to retain me as a customer, but my primary request is to end the service and reimburse the charges. If this isn't resolved, I will escalate the matter to the Better Business Bureau. I anticipate the service to be terminated, and a deposit of $53+ refunded to my checking account for the erroneous charges incurred in January and February.

I have been an ADT customer for many years and have generally been satisfied with the service. However, starting in October of last year, I have experienced issues with the live streaming feature on my monitor. Previously, I could stream constantly while working at my computer, but now it times out after 3 minutes, requiring frequent refreshing. This is frustrating, especially since the live streaming on my phone recently started timing out after only a few seconds as well. The ability to monitor my surroundings without interruptions was an important aspect of the service I subscribed to. I hope that ADT can address this issue and restore the continuous live streaming feature, as I may need to consider alternative security providers if this problem persists. Thank you.

I received the service just two weeks ago. The technician installed it and left before I could verify that everything worked correctly for my needs. Today, some of the wireless door sensors are not functioning properly, and an error alarm keeps going off. I am unable to set the system to alarm mode when I leave my premises. Unfortunately, I left the country for a business trip today and couldn't put the system in arm mode. There is no technical support available on weekends to help resolve this issue. Additionally, I was supposed to receive a $[redacted] credit card and some window stickers, but I have not received anything yet. This experience is quite disappointing as it does not match the service that was promised to me. I am now looking to cancel the service, especially since my card was charged $99 initially, followed by an additional monthly fee, despite not receiving the promised service. I am currently in Europe and unable to use my phone number associated with the account.

I keep receiving emails from your company's representatives. I remember stating before that if any ADT employees visit our house, we don't own a big dog, but I can easily get one. It's been over two decades since we had any dealings with your company in Denver, but the memories are still vivid. I have no interest in conducting business with ADT, and I would like these emails to stop. They only prompt me to look for other ways to express my dissatisfaction with your company. Sincerely, Shay L. Email: [redacted]

In [redacted], we opened an account with ADT. In [redacted], we fell behind a couple of months, and ADT cancelled the account, obligating us to a new 3-year contract in 01/[redacted]. By November [redacted], the sensors malfunctioned. After contacting ADT for a technician, the technician's adjustments didn't resolve the issue, indicating a need to replace sensors. I was informed that replacing the sensors would require a new 3-year contract, despite having less than 3 months left on the current one. I requested a fixed price reduction and additional sensors at no cost. Throughout the contract, prices increased, and I faced issues with false alarms not being properly handled. Due to financial setbacks from Covid, I'm unable to continue paying for a service that seems ineffective. The recent invoice included incorrect dates and information, and I am seeking clarification on charges and payment history while requesting the initial [redacted] contract from ADT. Thank you.

Subject: Query Regarding Car Park Invoice Hello, I am reaching out from Gateshead College, Baltic Campus, regarding our contract with you for the Baltic Campus and Car Park. I have a concern about an invoice for our car park (Account number: [redacted]1, Invoice: [redacted]0) that mentions 'Monitoring of your fire alarm system'. As we only have an intruder alarm, I am unsure about this charge. Additionally, we have received a notice for Failure to Contact Key Holders at our Car Park, but it lacks a date or time. Could you please investigate this matter for us? I appreciate any assistance you can provide and anticipate your response. Thank you, Sophie B. Contracts Administrator Gateshead College

One of my outdoor security cameras is significantly obstructed by a dark film, affecting three out of six cameras. I have evidence of the neighboring homes that may be causing this. I have photos and videos to share if needed. Could I email these to you? I have contacted Customer Service numerous times but have not found a resolution. An ADT technician was dispatched to inspect my back patio door camera due to interference from a nearby property. Now three cameras are affected. It's frustrating to deal with this issue after relocating from Goldsboro, NC, to Winterville, NC, with ADT. Your assistance would be greatly appreciated. - C.T.