ADT Customer Service Issues

I had arranged for outdoor surveillance cameras to be installed by your technicians. My sales representative, Lizzie, mentioned an upgrade to my Honeywell box and keypad, assuring me it would be at no cost. However, on the day of installation, the technicians advised that my house was too large for satisfactory recording quality, prompting me to cancel. Resolving this has been a frustrating cycle of transfers between departments. I aim to revert to Southland Security for monitoring, but the process remains unresolved after days of effort. I've resorted to disputing the billed monitoring and equipment charges with my credit card company. I seek assistance in connecting with the appropriate person to resolve this ongoing issue, persisting for months now. Please help me as this ordeal has been distressing. Thank you, R. H.

I, Shelly Stapleton, residing at [redacted] DSM ST. Des Moines, Iowa, can be reached at [redacted] or [redacted]. In June [redacted], I had three additional cameras installed, but I have faced issues with offline connectivity and clip capture due to automation failures. Despite reaching out via email and phone, the problems persist. Technicians have visited multiple times to address online issues but have not resolved the automation failure. After paying $[redacted] towards my monthly bill and flex pay from savings, I sought a refund, which was initially promised under the 6-month guarantee. However, upon further inspection during camera removal, I discovered wiring issues possibly contributing to the problem. I was later informed by Eric, the manager, that a refund would not be possible due to the wiring. As a retired individual with limited mobility due to my husband's medical treatment, resolving this matter promptly would be greatly appreciated. Please reach out to assist further. Thank you, Shelly.

On July 24, [redacted], I sold my home in Ankeny, IA. Before the sale, I informed my local ADT representative about the pending change. My account number was [redacted]56 with the password set to BOB. However, I recently received a letter from ADT corporate stating they couldn't auto-bill my credit card anymore. I had assumed the local representative would handle the account cancellation with the corporate office, but it seems that did not happen. I request the account be retroactively canceled from July 24th onwards and any attempts to bill my credit card stopped immediately. Also, any charges incurred after July 24th should be waived, given the miscommunication. Due to this unfortunate experience, I have decided to discontinue my services with ADT.

As a senior customer who is fully vaccinated, I am seeking a technician who is also vaccinated and wearing a mask to upgrade my equipment. Despite contacting customer service multiple times, I have been informed that ADT does not inquire about the vaccination status of their employees. After spending over a year at home waiting for a vaccine, I am concerned for my safety. I have requested to speak with a supervisor without success, even being mistakenly connected to a line to terminate services in my last attempt. It is essential for me, as a paying customer for security services, to ensure my well-being during these uncertain times. I urge for your assistance in arranging a safe equipment update for me. Thank you for your attention to this matter.

I would like to inform you that I have been a customer of ADT for over three years, and my contract has already expired. Today, I tried to cancel my service as I have recently signed up for a new package including internet, cable, and alarm services. However, my experience with your customer service this morning has been extremely frustrating. I spent over 1.5 hours on the phone speaking with four different representatives who seemed unable to handle my simple request efficiently. Despite explaining my reason for cancellation, I was met with repeated questions and attempts at negotiation. After waiting for an additional 20 minutes to speak to another representative, I decided to share my feedback. As a retired individual with 40 years of small business experience, I believe ADT's management needs to work on improving their customer service skills. Please take note of my cancellation request with account number [redacted] under the name Henry Kim at [redacted] 86th Ave W, Edmonds, WA [redacted].

Our alarm system has been triggering false alarms repeatedly, leading to unnecessary bills from the police department. Despite numerous calls, we have not received a consistent explanation or resolution for this issue. It would be more efficient for us to communicate via email to keep a record of these incidents and avoid repetitive explanations from different representatives. There is a lack of clarity regarding the charges we are incurring, and we are seeking reimbursement for these payments. If this problem persists without a satisfactory outcome, we may have to switch to a different security provider.

I have spent several hours on the phone trying to resolve a matter, but was repeatedly disconnected after multiple unsuccessful attempts to get assistance. As the Court Appointed Conservator for Eddie and Edna Jones at [redacted] Leyden Street, Denver, CO [redacted], and Rosalie Gerash at [redacted] Humboldt Street, Denver, CO [redacted], I need to stop the service immediately. There should be no further payments made on either account as both individuals are unable to enter into contracts. Please cease this service immediately.

Hello, I am having difficulty reaching the appropriate individuals at your company. I would like to terminate all services with your company immediately and request a refund of $[redacted].25 to be credited back to my credit card linked to [redacted] Granada Ave La Mirada, CA [redacted] for the canceled order. Despite contacting your customer service 11 times about this matter, the issue remains unresolved. Furthermore, I am requesting the complete cancellation of services for [redacted] Black Mountain Pl, Victorville, CA [redacted], for which I have already paid $[redacted]. Please send the final bill for any remaining balance to [redacted] Granada Ave, La Mirada, CA [redacted]. I am experiencing significant challenges navigating this process, and I am receiving frequent calls from your company, with 17 calls daily. Lastly, I request that there be no modifications made to any of my credit cards moving forward. Thank you.

Hello, I recently signed up with ADT, and technicians installed the system. However, they mentioned that the box was not functioning and said they would return the next day to test it and set up the apps on our phones. Despite this promise, nobody has come back yet to assist us with the alarm system. It remains untested. When we contact the call center, we are informed that it has not been synchronized, and they are unable to identify any number. I am growing frustrated because a debit order has already been processed despite us not receiving adequate service.

I have had an unsatisfactory experience with ADT. The alarm company has provided poor service, installed faulty equipment, and refuses to replace outdated gear, affecting its performance. Despite attempting to cancel my service after it went month-to-month, ADT has been unresponsive to my numerous complaints. Today, after several hours of trying to reach their cancellation department, I was continuously transferred without success, ultimately being disconnected while on hold. This unacceptable customer service has led me to file a complaint with the BBB and consider contacting the state Attorney General for further assistance.

I am disappointed with the poor service provided by ADT as an alarm company. The equipment they installed is faulty and outdated, and my attempts to cancel the service have been incredibly frustrating. Each time I try to reach the cancellation department, I am transferred multiple times and eventually get disconnected when put on hold. When I found out that my system's panel was outdated and causing issues that ADT did not address, I decided to file complaints with the Florida state Attorney General and the Better Business Bureau. I am seeking a refund for all the times when the alarm system was not working over the past five years due to ADT's failures. I believe that the treatment I received, along with the system's repeated failures, warrants a fair resolution. If my concerns are not addressed within 48 hours, I will escalate this matter to the company's Board of Directors, including Marc Becker and Mr. Solomon. Sincerely, Mark J. Adler

Dear Sir/Madam, I am writing to express my appreciation for the assistance ADT has provided me. Over the past years, they have been helpful in reducing my charges for their services. My last discounted collection was on 01/01/22. Despite my circumstances staying the same, being 71 years old and on a pension, it has become challenging even for my family to continue supporting me due to our current situation. I kindly request your consideration in offering me a permanent discount so that I can afford to remain a customer of ADT. Sincerely, Nazir Ahmad

I am currently experiencing issues with all of my cameras. After speaking with a customer service representative, I was advised to reset them through a virtual consultation scheduled for Monday, December 27, [redacted], in the late afternoon. Meanwhile, my cameras remain non-functional during a period of heightened criminal activity. This experience has left me dissatisfied with ADT, and I am considering switching to a different security provider in the future.

My bank account got hacked, followed by my computer and phone, both needing replacement. My new phone led to changing my number and email trying to avoid further hacks. However, I am still facing IT issues gaining access to the Pulse app. Despite the effort from customer support, the codes they send don't work. My contract ends in March. While your customer service agents are helpful, changing my number within the app four weeks ago proved to be a challenge. I'm now receiving a virtual call for assistance on an app I can't access. The old number remains stuck on the login page. It's crucial to update customer accounts accurately. I've tried my best using my phone, hoping it won't get hacked again. Hopefully, this issue can be resolved as my contract ends soon.

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I spent 2 hours on the phone with ADT on Tuesday trying to resolve this issue. Now, I'm using my day off to address this. If it can't be easily resolved, I want to cancel my contract. I need to update our account to show only our current address and deactivate our old account completely. We moved at the end of December. I expect our next monitoring bill to be $53.99, not $[redacted]. Additionally, I'd like the kitchen motion sensor removed from our bill as it fell off the wall on the first day and was triggered by our dog. Do we need to create a new MyADT account for the new address, or can we use the existing one? If so, please provide our account number for the Bellevue address to set up the new MyADT account.

A few weeks back, I contacted virtual technical support for help with a sensor on my window, which has two magnets to keep it open slightly. The support person mentioned that the magnets were not installed correctly by the original installer, and they hadn't shown us the correct way either. As a result, he mentioned that there might be a chance for a free repair due to the faulty installation. The next day, a technician came over to fix the issue and demonstrate the proper use. Surprisingly, there was a $74 charge, which I wasn't prepared for. I'm unsure if this payment has been processed or is still pending. I would like a refund as we were unaware of this unexpected charge for a problem that was not our fault.

After being out of the USA for two years, we had to restart our ADT service. They informed my husband they no longer accept checks, so he provided his debit card information. Unfortunately, the bank declined the payment. Despite providing our Calgary address on the forms, we never received any communication about the overdue payment. Our account was sent to a collection agency without any prior notice. Our daughter in Chandler mentioned receiving multiple phone calls for us. She asked ADT to email us at [redacted] but we never received any messages. We need to resolve this overdue payment issue, and we are unsure why ADT did not contact us using the provided email or address in Calgary.

Good afternoon, I need your assistance with the following issue: I purchased a package for my property in DC, but due to a scheduling conflict, I couldn't be present at the property. Upon realizing that the new system installed in the basement unit, initially free of charge, now costs over $[redacted], I contacted customer service for help. After a long phone call where I was promised outdoor cameras for $[redacted], much more than the initial quote, the representative hung up on me without resolving the issue. I've been a loyal customer since the early '90s and feel let down by this experience. I question the discrepancy in pricing for the basement unit versus upstairs. I hope someone can address this frustrating situation promptly. I believe in ADT's reputation for quality service given the higher costs, but my recent encounter has left me doubtful. Please assist with the issue. Case number: [redacted]76.

I have ADT service and recently had my house re-sided. Unfortunately, one of the camera pig-tail connectors got buried behind the new siding. Removing the siding to retrieve the wire is not an ideal solution. My camera model is OC-[redacted]. Can you advise me on how to acquire another power line for this camera? Thank you in advance for your help. - R. Vanderhoef