ADT Customer Service Issues

I have arranged for an ADT alarm system installation, but the process has been challenging. We are being billed for a system we cannot utilize, as the free camera installation has not gone smoothly. Originally, we were promised two free cameras, but instead, we were sold different ones. When the new service technician arrived today, he mentioned an electrician was needed for the installation. This confusion has left us without cameras and a functioning alarm system. I am seeking assistance to adjust my account for the camera charges and fees for the unused system. Thank you, Sandra J. [redacted] Bellevue Road Haughton, LA [redacted]

I recently canceled my service with ADT Security after being with them for 16 years. My account number is [redacted]52, and I obtained cancellation confirmation number [redacted]1 by calling 1-[redacted]. I requested to stop the automatic withdrawal of $53.08 for September, but it was still deducted from my VISA account. Additionally, I have not received the written cancellation letter, as promised. Despite attempting to reach a specialist today (9/17/22) and being disconnected after waiting for over 30 minutes, I am willing to discuss this matter by phone. If a specialist could kindly call me at [redacted], my verbal identifier is FUZZ. I kindly request a refund for the September payment. Thank you. - J. Look

About a month ago, two technicians from ADT installed a new system using my existing sensors. Technician Dylan fixed a wire issue with the sliding patio door during the installation. However, after about two weeks, the sliding door sensor is showing as "open" on the keypad. I need a technician to come back and possibly replace the sensor in the sliding door. Also, there are connectivity issues with the thermostat and phones that need to be addressed. The priority is getting the sliding door sensor fixed so that we can set the system without false alerts. Please send detailed instructions via email. I tried contacting customer service this morning without success. I will be available after 4 p.m. today. For any further assistance, please reach out to me via email or phone. Thank you.

I had an ADT technician at my home on 10-5-[redacted] to replace the outdoor siren batteries. Unfortunately, the technician couldn't complete the job as he struggled to program the new batteries and seemed inexperienced. Despite my suggestion to seek help from another technician, he refused. Previous technicians took five minutes, but this technician spent over two hours and couldn't resolve the programming issue even after trying three different batteries. He ended up messing with my keypad, deleting named zones, and now I only see numbers without knowing the locations. This resulted in my entry zones being deleted, causing the alarm to go off on its own 30 to 45 minutes after arming it, disrupting my sleep and forcing me to cancel a trip. ADT can only send another technician on 10-21-22. The technician's mistakes have now caused more problems, as he erroneously thought the battery was the issue. I'm frustrated with this experience as the technician's lack of knowledge has led to an unreliable alarm system and inconveniences.

I recently had a terrible experience with ADT. My account number is [redacted], and I encountered issues with the password provided for my face ID, leading to being locked out for not remembering one of my security questions. When I contacted ADT, the representative spoke so softly I could barely hear him and was unable to assist me. After being directed to re-register with an unaccepted URL, I was put on hold for 47 minutes without any help. Dealing with ADT has been a nightmare as my cameras and lamp are not working. The security process of needing to answer 3 security questions seems excessive, and the long wait times for assistance are unacceptable. In my opinion, relying on messaging over email would be more efficient. My email is [redacted].

I encountered issues with my cameras not working and attempted to seek help. Unfortunately, my account was locked out due to an incorrect password. Resetting the password required answering three security questions. However, I couldn't recall the last name of the first person who kissed me, resulting in being locked out. I contacted ADT for assistance, but the representative was unable to resolve the problem. I was then directed to a phone number with a 47-minute wait time, with no response. I believe the system could benefit from improvements, such as utilizing messaging rather than email. I urge for a link to reset my password without security questions and request for someone to fix my cameras promptly. I have experienced frustration with the current online support system of ADT and suggest a revamp for more effective assistance.

On September 29, [redacted], I submitted a request to cancel my Blue by ADT account due to issues with the motion detectors triggering false alarms. Despite contacting the support center on September 30, [redacted], and receiving case number [redacted]2, I have faced challenges in canceling my account. After multiple attempts on the phone to address the false alarms and cancel the service, I requested escalation and was promised a callback within 48 to 72 hours. As of October 14, [redacted], I had not received any follow-up, prompting me to contact the support center once more. Despite my efforts to at least cancel the monitoring service, I was informed that due to leasing the equipment, cancellation was not straightforward. The false alarms, as detailed in the history provided, have been ongoing since May [redacted], leading to a loss of trust in the system, forcing me to seek cancellation of the subscription. Even after requesting a replacement for a faulty motion detector, the problem persisted, leading to my decision to discontinue usage of the alarm system and request cancellation despite the contractual obligations.

I recently had my service reconnected less than two weeks ago. The technician finished the installation but forgot to have me reset the pin on the monitor. Every time a window or door is opened, the alarm goes off, and the sheriff ends up at my home. Unfortunately, my cellphone fell in water, so I can't access the app for communication. My keys were stolen two weeks ago, leaving me feeling stranded in the house. The internet bill is under my roommate's name, and she has moved out, causing connectivity issues. I urgently need an appointment to replace and install indoor cameras. I am in dire need of a technician to come today or tomorrow. Additionally, my debit card was stolen, and I need to get to the bank by catching the bus since my car key is on the missing key ring. It seems like everything is going wrong at once.

Please use the email [redacted] for any communication. We are long-time ADT customers living in Cottage Grove, Oregon, in our 80s. The old push-button alarm on our wall, in use for over 14-15 years, has become incredibly loud. It broadcasts throughout the neighborhood when we open the door, causing distress. Additionally, an audible "CHECK" notification constantly baffles us. Despite seeking help over the phone, we have not received a satisfactory solution. We requested a newer alarm due to visibility issues but were met with dismissive responses. As loyal customers, we are disappointed with the lack of assistance. We are contemplating switching services as we feel undervalued and unappreciated.

My security cameras stopped working, and I contacted ADT, but they ignored my issue. After deciding to cancel my account, I endured a 40-minute wait for customer service. When I requested the cancellation, the representative inquired if I was moving, to which I said no. Subsequently, I was placed on hold for an extended period. During this time, I managed to cook, eat, and clean up, all while listening to the waiting music. Despite this, I refuse to pay for such poor service. I expressed my dissatisfaction to ADT, and only the branch in Aurora, Colorado, responded with an apology for the situation.

I have contacted customer service multiple times to address my issue. I was transferred from technical support to sales, where the tech assured me they could assist me. The problem lies with zone five of my alarm system, specifically the sensor attached to my sliding door. Despite attempting to reset the sensor by removing the battery for two minutes as advised, it only functioned properly for a short time. I require either a new sensor or a technician to assess and update the entire system. If this issue persists, I may consider switching to a different security company with better service at a more affordable rate, possibly terminating my service with ADT. Please contact me at [redacted]. Thank you, Tony M.

I recently upgraded my security system from my Blue Plan in Texas to Brookhaven, MS, by adding new equipment and paying for December's service. I was expecting the equipment to arrive last Friday, but it hasn't shown up yet. To my surprise, ADT has my signature on a contract even though they can't locate the order shipment in their records. I spoke with Karen, an ADT representative, who promised to address the issue with their delivery department. I have the confirmation email verifying the transaction. ADT has received my payment for the service, but I haven't received the equipment I ordered. I am currently without the protection of ADT Security despite having paid for it. Please locate my equipment and arrange for its delivery. I would greatly appreciate it. Thank you, Frances S.

I am seeking assistance with my Safewatch Pro [redacted] system. The battery appears to be low, and I suspect it is located in my attic. Due to physical limitations, I am unable to access the attic to replace the battery. I would like to schedule a visit from an ADT technician to replace the battery. I have not received any callbacks after attempting to contact them multiple times. I hope to avoid canceling my service simply because I am unable to perform this task on my own. My contact number is [redacted] in Camarillo, CA. Thank you.

I signed up for ADT about 6 weeks ago. There's been a mix-up with my automatic monthly payments, and I still owe a $32 charge, despite trying to pay it several times. Unfortunately, I can't get it sorted through my auto-pay setup. Is there a way I can resolve this online? I'd rather not spend more time on the phone only to be asked to call back due to an issue. Thanks, Sharon Y.

We managed to cancel our service due to a low battery in our smoke detector. Upon inquiring about a battery change, we were quoted $[redacted]. This price seemed excessive. Although we initially tried changing the battery ourselves, we encountered difficulty opening the unit. After cancelling, we received a bill. Unfortunately, when I called customer service, I experienced two lengthy holds exceeding 20 minutes each. The overall experience has been stressful, and I am unsure if I can recommend ADT to loved ones given these challenges.

I've been attempting to book a service appointment for my ADT system over the past few days. Unfortunately, the wait times on the phone have consistently been 45 minutes to an hour regardless of the time of day I call. If I were in the market for a security system, this experience would have driven me to switch companies by now. I just need to schedule an appointment without spending an hour on hold. -Ron T.

I need to cancel my account with your company because I have a new account with ADT Blue starting on 11/25/[redacted]. I have been charged the wrong amount as my bill should be $39.99. I have been struggling to cancel all morning. I have called multiple times and have been transferred around without success. My account number is [redacted] and my old address is [redacted] West 8th Ct, Hialeah, FL, [redacted]. I have replaced this account with a new one from your company with ADT Blue. I have been passed from one representative to another - first to Russell, then to Rachael, and so on. It has been frustrating as I have been promised that the new contract would close the old one, but I keep getting charged the wrong amount. Please help me resolve this issue. My callback number is [redacted].

I had a technician visit my home and fix my Pulse alarm system. He mentioned that the original wiring from 16 years ago was used instead of the correct wiring. However, after the repair, power was disconnected in four areas of my home - kitchen sink, front room, front door, and front porch. When I reported this, I was told to contact an electrician for a diagnosis. I am displeased with this solution as my light switches were working fine before the technician's visit. ADT should take full responsibility. I needed to talk to another representative to schedule a follow-up, but some parts of my home will be without power for the next three days.

I have been receiving numerous unwanted emails from ADT for quite some time now that have been bombarding all of our inboxes. Despite several attempts in the past two days to unsubscribe from these emails, I have encountered at least eight failed opt-out attempts from varying IP addresses. I have even created a lighthearted screenshot showcasing the IPs and domains associated with these unsuccessful opt-outs, which I personally find amusing. Considering investing in a home security system, but the relentless online spamming by ADT is dissuading me. Their lack of respect for opting out and continuous harassment via email is concerning. Despite never having been a customer, shown interest, or resided in a property with ADT security, I am being inundated with their emails. This unwanted correspondence dates all the way back to October 5th, [redacted], which has only intensified during the pandemic.

Our alarm system keeps going off unexpectedly at night. A warning message shows up for one of the doors as "supervision door." After spending an hour on the phone with tech support last week, the issue was temporary solved by rebooting the door and system. However, the problem reoccurred with the same alert by the end of the day. I request a service technician to come to the property, assess the situation, and perform any necessary repairs promptly. We are willing to cover the costs to resolve this matter. Thank you for your assistance.