ADT Customer Service Issues

Since [redacted], I have been an ADT customer, using their services in both Maryland and California. After retiring and discontinuing my paid service with ADT, I still use the alarm system in my home locally as a deterrent against break-ins. I have all the model numbers for the components except the motion detectors. I am unsure how to identify them but have pictures I could share for assistance. Despite no longer being a paying customer, I hope my loyalty of over 40 years will warrant some support. If you are able to help, please let me know how or where to post the photos. If not, I understand, and I wish you and your family safety. ADT has been a part of my life for decades, and I joke that I will use their services in my next life too.

I wanted to share my experience with Blue by ADT. While staying in corporate housing from March 22 to May 9, [redacted], I received communication from Ms. Jane Wadsworth via email on April 6, [redacted], and Kara Burian by phone on March 10, informing me not to worry until I moved to my new home. Ms. Wadsworth assured me in her email that any early termination fees would be credited back once the system was activated in my new home. Despite attempting to install it myself upon moving on May 9, due to physical limitations, I couldn't. I contacted Kara and Jane on May 10, explaining the issue, but was advised to install it on my own, which I couldn't due to height challenges. I purchased ADT Blue on March 13, received it before leaving my home on March 17, and had informed Kara about being in corporate housing where installation wasn't possible. I was billed $29.18 on March 29 for unused services. Despite numerous calls to customer service, the unresolved issue led to a claim of $[redacted], which I dispute as I haven't benefited from the service. I seek assistance in this matter, being a veteran currently unemployed and facing difficulty. Crystal, one of your customer representatives, listened to my concerns attentively. I appreciate any help extended.

For months, our back camera hasn't been working properly. Despite multiple visits and attempts to fix it, the issue persists. After receiving a new camera and assurances that it's resolved, the problem persists. We are frustrated by the repeated failed attempts to fix the camera. Even after phone calls, the problem remains unresolved. We feel exasperated as loyal customers who have been facing this issue for so long. Unfortunately, a representative hung up on us during a call, adding to our frustration. We are tired of waiting for a solution and request a competent individual to address this matter promptly. We seek a genuine apology and a permanent fix for our back camera problem.

Subject: Urgent Matter Regarding Service Visit Dear Eric Denti, I have tried reaching out to you several times through calls and voicemails without any response regarding the issues I am facing with my recent ADT system upgrade. It has been a significant inconvenience to deal with the unaddressed holes left in my walls by the technician and the lack of follow-up from the claims department since April 26, [redacted]. Despite your assurance of escalating the matter, no progress has been made. Furthermore, I am also encountering difficulties with the monthly charges from the accounting department. I kindly request your prompt attention to this matter, and I hope that corresponding via email could facilitate a resolution. Your assistance in resolving these concerns would be greatly appreciated. Thank you, Diana R. Email: [redacted]

On Thursday, June 3, I received a call from ADT about my smoke alarm while I was just 2 miles away from home. They offered to contact the fire department, but I declined as I was nearby. Despite not providing my password, they dispatched the fire department. Upon returning home, I found no smoke, just a low battery in the alarm. When I called for service, I was told about charges, but I reminded them of my maintenance agreement. A technician named Marco Moran replaced the battery and resolved the issue. He mentioned the importance of the password verification to prevent unnecessary alarms. I regret the inconvenience caused to the fire department due to this false alarm, and hope for improved training for ADT phone operators to handle such situations better in the future.

After being a customer of the ADT monitoring service for 27 years, I made the decision to cancel my subscription today. I was informed that my 17-year-old equipment needed an upgrade, and after learning the cost of the new system, I agreed to pay for it upfront. Unfortunately, I was shocked to discover that my monthly monitoring fee would more than triple, even after agreeing to cover the equipment costs. Despite not requiring any additional effort on their part to monitor the new equipment, the rate would still significantly increase. Consequently, I had no choice but to end my service. I simply wished to maintain the same rate I had before the equipment upgrade. It seems that loyalty in long-term relationships is determined by one's willingness to accept unreasonable price hikes. Thank you for your service over the years.

Shortly after moving into our new home, a salesman from your company approached us, claiming we were entitled to a $2,[redacted] credit and a $[redacted] gift card if we continued with ADT. The promised incentives influenced us to proceed with the service. However, we have not received the $[redacted] gift card as yet. During installation, we discovered that the $2,[redacted] credit only covers a limited number of devices, unlike other security companies that offer a more comprehensive package for a fraction of the cost. While competitors charge $18-$35 a month for monitoring, your company charges $78 without clear justification. This discrepancy has left us feeling deceived and disappointed. We expect transparency and fair pricing from a security provider. We urge you to align your equipment offerings and pricing with industry standards to regain our trust.

I want to express my dissatisfaction with your company. My alarm was in perfect working order until one of your service engineers came to service it on Tuesday, July 6th. After the visit, I discovered the alarm was malfunctioning, with "PA" continuously showing up. Upon reporting this, I was informed that an engineer could only call back after midnight, which was too late for me. I rearranged for a call the next day after 5 p.m., but then was informed it could be as late as midnight. Unable to accept this, I requested a call today as close to 9 a.m. as possible. After contacting your company, now I am told an engineer can come today before 5 p.m. I am over 80 and rely on the alarm, as it affects my insurance coverage. I hope for compensation for all the confusion. My agreement number is M57440.

I've had issues with your system in May and earlier, causing me to disconnect the service. A sales representative was supposed to email me a new quote for an upgrade, but I never received it. Bianca (Sales) eventually sent the quote, however, the last page with all the discounts was unreadable. I tried emailing her multiple times to resend it, but received no reply. Now, I'm receiving calls about unpaid bills for [redacted] Heatherwood Drive, Ephrata PA [redacted]. I need the quote to be resent so I can review it and make a decision regarding the upgrade.

I have been on the phone three times now and got hung up on after a long hold the other two times. I'm uncertain why she was checking the "file" and then click... very convenient. In California, we have the right to terminate a contract if it was falsely represented. We've complained numerous times as our cameras just stopped working. We've had many representatives try to fix our cameras, and even the one who replaced them seemed confused as they still don't work. Now, they've stopped working again. Dealing with them not functioning every other month is unacceptable. Moreover, my husband's truck has been broken into multiple times in front of our house. Our ADT system didn't even capture the car driving up the road when neighbors witnessed burglaries happening. The system fails to protect our home and family. I won't agree to pay an early termination fee; this is solely your fault. Your service and customer service have been extraordinarily poor. You are misleading customers with false claims about what your company and products do. If this issue isn't resolved or a response isn't received within the next week, I will escalate the matter further. I've tried reaching out by phone, wasting over an hour with your company and getting no results. My goal was protection, but the system does nothing. If my neighbor's camera works, ours should too. If someone's at my door, I can't even open the app in time before they leave. If there's no resolution soon, I will take this matter higher up.

In December [redacted], I had a wired safe system installed by ADT in my home. During the installation, the technician didn't have the SC100 necessary for insurance coverage on my safe. I have been trying to have it installed since then without success. Due to this missing component, I have been paying for services and insurance upgrades totaling almost $[redacted] without actual coverage. I recently tried to cancel my service, but was charged $[redacted] for early cancellation which I believe shouldn't apply as the terms and conditions were not fulfilled. I kindly request for all cancellation fees to be waived. If ADT can install the SC100 as per the email and contract, I am willing to continue services, but until then, I request my account to be suspended.

I contacted you at the end of June to request a suspension of my services from July until November 30th. To my surprise, I noticed a charge on my credit card in July. I made a call today and was transferred to the billing department after a 20-minute wait. Unfortunately, after being on hold for 47 minutes, the call disconnected. I received an incoming call from you, just as I was trying to get through. Despite the recorded message mentioning call recordings for quality purposes, the service experience has been disappointing. Due to this subpar service, I have decided to cancel my services with Telus and search for another provider. It is disheartening to have experienced such poor customer service, especially after being a loyal customer for years. I hope other providers will offer better support than what Telus has provided.

I am frustrated by the situation with your billing and the installation of ADT Pulse. It was misleadingly presented to us by the salesman, leading to extra charges for services we did not request. When seeking a refund for the discrepancy, I felt confused about the multiple accounts and the difference between camera and monitoring services. Now, facing technical difficulties, I have been informed about equipment insurance charges that were not clearly communicated before. I plan to escalate this issue by contacting your corporate office, The Better Business Bureau, and the Attorney General's office. I also intend to share my experience through reviews and possibly involve the media to raise awareness about these practices.

I received a quote of $[redacted] for 2 cameras, 2 control panels, 2 door alarms, and 2 window alarms with a monthly fee of $59.95. The technician was unable to install everything due to my layout and Wi-Fi issues, so I agreed to a revised package without the cameras and a control panel. Surprisingly, the bill came to $[redacted] and I am being charged $49.95 monthly. When I contacted customer service to express my dissatisfaction and mentioned the 6-month guarantee, they stated I needed to be a customer for that period to qualify. I am very upset with this situation and if it is not resolved, I will report it to the BBB and seek legal advice. This experience has been frustrating. - CS

I have contacted ADT four times regarding a refund for a canceled order but have not received it yet. Below are the order details: ************************** * Your order has been confirmed. ************************** Please keep this receipt for your records. This email confirms the order placed with ADT Customer Support Centre. Payment Details: Beneficiary: ADT Customer Support Centre Address: ADT Fire & Security PLC P O Box 69 GB-Manchester M40 4BH Website: adt.co.uk Order Date: 17/08/[redacted] 10:27:04 Order Reference: Mr K Bland SK10 4TN Payment Reference: [redacted] Total: GBP143.75 Payment Method: MasterCard XXXXXXXXXXXX8184 Sub-brand: MPL Status: Sale Authorization Code: [redacted]

I am a long-time customer with account number [redacted]64 and have been attempting to upgrade my monitoring system with ADT. Despite multiple calls, there have been several issues. On June 14, I was promised a callback that never happened. Later, appointments scheduled on July 30 and August 6 with Abel were both no-shows. Subsequently, I was dismayed to find out that a maintenance plan wouldn't cover a service call for a motion detector that triggered a false alarm. The lack of follow-through and customer care from ADT has left me disappointed. It is disheartening to face additional charges for having my equipment checked, especially after a false alarm occurred when no one was home. I am baffled by the company's lack of interest in addressing these concerns. A prompt response would be greatly appreciated. Thank you, Kathy Mittleider.

On August 11, [redacted], I contacted customer service to inquire about my options as I was moving. David, the sales representative, mentioned that I qualified for a new device due to my over 2 years of service. After his sales pitch, I was transferred to Grant in the relocation department. During our conversation, Grant mistakenly assumed I wanted to cancel my services, when I was simply looking for information. He advised me to call back on October 10 to request the transfer. David assured me that I wouldn't be charged the remaining balance on my installment plan, but to my surprise, $[redacted] was deducted from my account. I urgently request the refund of my money.

I am experiencing an issue with my ADT home security system. For the past 3 weeks, I haven't been able to use the motion detectors because they kept going off unnecessarily. A technician replaced one sensor in the foyer, then another one after the alarm continued to trigger. However, the problem persists as the motion sensors are not detecting movement even when the system is armed. I find it frustrating to wait for another week for a follow-up. I have been a customer for over 20 years, starting with Brinks before the merger with ADT. I urgently need a technician to revisit my home tomorrow to resolve this ongoing problem. If not available, another technician can assist.

Hello, my name is Eileen O'Gorman. I reside at 13 Shawe Street in Danbury, CT [redacted]. A few months ago, there was unauthorized activity on my bank account. I recently discovered that your company no longer has my card on file for billing. Despite contacting you twice and leaving my number for a callback, I did not receive a response. I have faced numerous issues with the alarm system provided by your company, necessitating multiple complaints to supervisors. I am currently overseas and might not be able to get in touch until Wednesday, August 25th due to an impending storm. Once I am back, I plan to contact the CEO of ADT regarding these matters, including the incorrect billing amount. As I am unable to accept calls at the moment, I will reach out to you on Wednesday to update my billing information with a new card. Thank you, Eileen O'Gorman.

As a new customer, I inherited a service from the previous homeowners. Attempting to update the service using a mail voucher offering a $19.95 monthly rate, I was instead charged over $[redacted] by a rude service technician, plus a service charge of over $70. Despite being told the monthly fee would be around $40, it turned out to be $40.46. Several months later, I received a statement claiming I owed $[redacted], which I tried to inquire about, only to be disconnected multiple times. I have been faithfully paying $40.46, but have received bills with exorbitant amounts, including this month's $[redacted].88, despite sending two payments. I am unhappy with this security company's deceptive billing practices and am considering discontinuing the service if the correct charges are not applied promptly. I am disappointed by the lack of integrity from a company that is meant to protect its customers. If the billing issues are not rectified, I will seek legal action for false claims and advertising. Sincerely, William C., a senior and disabled American veteran.