ADT Customer Service Issues

I need to cancel my mother's security alarm monitoring service with ADT for the house at [redacted] N Spades Road in Sunman, IN. My mother, Eula Mae Oliver, passed away on May 16, [redacted], and her husband, Charles Oliver, is also deceased. I contacted ADT, and after a confusing conversation with "Breeana," I asked to speak to her supervisor, Denise. Denise assured me she would transfer me to the right department to cancel the service immediately, but unfortunately, the call got disconnected. As the house is being sold and the new owners are taking over today, I urgently need confirmation that the account has been canceled.

Account Number: [redacted]12 My mother, Eula M. O., owned a property at [redacted] N Spades Road, Sunman, IN with a monitored ADT security alarm. She passed away on May 16, [redacted], following her husband, Charles O. I contacted ADT this morning to cancel the monitoring service as the house was sold and the new owners were taking possession today. While speaking to "Bree," she mentioned it would take 30 days to cancel for consumer protection. When I requested her last name initial for documentation due to the account owner's passing, she refused. I asked for her supervisor, Denise, who confirmed "Bree" was mistaken and intended to transfer me to cancel. Unfortunately, the call got disconnected. Urgently, I require the account cancellation as the new owners are moving in today, and my deceased parents no longer reside there. Kindly verify the cancellation has been processed promptly.

Our security system was damaged by lightning recently. We've had this system since [redacted], but a technician informed us that it's no longer supported and needs to be replaced. We got quotes from ADT and a competitor, and ADT's quote for a new cell system and monitoring was higher than the competitor's. Over the weekend, we noticed an ad in the paper offering ADT monitoring for $27 a month, while our quote was for $47.99. It seems unfair that new customers can get a lower rate. The competitor's price was 25% less than ADT, so we decided to have their system installed. I would like to cancel our agreement with ADT. My account number is [redacted]. Thank you in advance for completing the cancellation.

I terminated your service due to the malfunctioning system provided by your company. A month ago, the system stopped working, leading to numerous frustrating calls with waits averaging 20 minutes before getting assistance. After much persistence, an agent agreed to send a service representative for repair. When the technician arrived, he was unable to fix the issue and tried to sell me a new system instead. Having been a loyal customer for over three decades, the lack of care and poor treatment I received is truly disappointing. I refuse to pay for monitoring services for August and September due to the non-functional system and lack of service provided. I will also be contacting my state's attorney general regarding this matter with your company.

Hello, I am Frank Rawson Carter residing at [redacted] Sudley Road West River, MD [redacted]. My new phone number is [redacted]4. Following the recent storm, our system has not been functioning properly. The monitors keep buzzing, even after a technician visited over a week ago to fix the main box. Unfortunately, the issue persists, and I fear the fire department may return. I appreciate if someone could come to inspect the system, replace any faulty batteries, and ensure it is no longer beeping. Being 82 years old and immobile, I rely on friends for battery replacements, which have not resolved the problem. Thank you for your assistance.

I would like to request a disconnection from ADT at [redacted] Pinnacle Place, Chelan, WA [redacted], as we have encountered various issues with our service in the past five years. Despite having been loyal customers for over a decade, we faced challenges with adding new devices due to our "remote" location and construction interruptions during the past 18 months. Despite our service being temporarily inactive, we were consistently billed $68.27 monthly. We are seeking a resolution through a 12-month refund of $[redacted].24 and wish to explore services with a local security provider. Kindly cancel our service, cease auto payments, and process the refund as requested. Thank you for your understanding. - S. M.

I am a frustrated consumer trying to obtain pricing for a security system for my boss who recently moved into a property. I have contacted three of your representatives inquiring about package pricing, but it seems they are not grasping the situation. While they were not unprofessional or impolite, it appears they may be constrained by a script. I simply need the installation costs and the pricing details for the available packages, but it feels like a challenge to acquire this information. The lack of transparency in pricing is disconcerting, making it challenging to make an informed decision. This experience is causing me to reconsider using ADT, as if obtaining a quote is this complex, I worry about potential issues if we were to encounter problems post-installation.

Today, I called to update my new credit card information after being on hold for 13 minutes. When a representative finally answered, they instructed me to do it online. I tried to explain that I don't have internet access. Despite this, the representative seemed confused as to why I wanted to update my credit card. I shared that my card had been compromised and my bank issued a new one with a different number, and I needed to update this before my bill date on the fourth. The representative then tried to push upgrades on me even after I declined. When I mentioned a family emergency (my mother's passing), she transferred me to the correct department to update my new card number. Feeling upset by the experience, I ended the call.

Dear ADT, This is Jennifer M. Genesi at 42 Aster St, Greenlawn, NY [redacted]. We have replaced the battery in the basement, but unfortunately, there was an incident with the microwave and smoke filled the room. I believe we may need a new system or battery for the first floor. Could you please schedule an appointment for a professional to visit either today or tomorrow? It's urgent. You can contact me at my cell phone, [redacted], and my husband Daniel at [redacted]. Our address is 42 Aster St, Greenlawn, NY [redacted]. We appreciate your prompt assistance. Thank you, Jennifer M. Genesi

Dear Customer Service, I am writing to address some concerns I have regarding the installation of my fire alarm system by ADT in [redacted]. Upon discovering that there were issues with the sound in the kitchen and cellar, I contacted ADT. An engineer confirmed that the system was not installed correctly, as there were missing sounds in those areas. While the overall system was functional, the lack of sound in two crucial areas was a significant oversight. I recently received two invoices totaling over [redacted] pounds - one for a maintenance plan and the other for the engineer's visit. The pricing seems excessive for the service provided, especially considering it was related to the initial installation oversight. I paid the first invoice promptly, assuming it was the only one. However, the second invoice for the engineer's visit has left me puzzled, as I feel it should have been included in the first invoice. I am seeking clarification on why these two separate invoices were issued and why the maintenance plan was necessary so soon after installation. I also expected to receive a yearly certificate for the fire alarm, which has not been provided. I appreciate your prompt attention to this matter and assistance in resolving these billing discrepancies. Sincerely, Paola Carducci

I am yet to receive a refund of over $[redacted] that is owed to me. The relocation agent, Cory, failed to disconnect our old system back in October [redacted] at 15 Hampton Ln. Although it was eventually disconnected, I have not received the refund. I have made multiple phone calls, spending countless hours on hold, without any resolution. The customer service representative assured me I would receive a full refund. Despite receiving an email about the refund, the amount stated was incorrect. After correcting the amount owed, I was promised it had been processed, yet no refund has been issued. This situation is incredibly frustrating, and I insist on speaking to a supervisor to resolve this matter promptly. I trust that all these interactions are documented for your reference. Thank you, Susie L. [redacted] Walsh Rd Cincinnati, OH [redacted]

We are currently experiencing issues with our video doorbell service. Initially, we had problems with the ADT doorbell and it was replaced with a Ring doorbell. However, we were informed that to access cloud storage, an additional $30 monthly fee would be required. As of now, our Ring doorbell only provides live footage without any recordings. A representative mentioned installing two cameras in place of the Ring doorbell at no extra cost, but we haven't been contacted yet. We request an adjustment to our bill and the installation of the promised cameras. The customer service experience has not been satisfactory. Additionally, we encountered an alarm going off on Saturday despite disarming it in the morning. The alarm sounded in the afternoon while we were at home and the panel showed it was disarmed. I had to input the code to stop the alarm. This situation is concerning as it could result in a false alarm fee. We seek assurance that this issue will be resolved promptly to prevent future occurrences.

Subject: Cancellation of ADT Services and Auto Withdrawal Dear Concerned Party, I am writing to inform you that I wish to terminate the automatic withdrawal from my account with ADT, effective November 12, [redacted]. I have had ongoing difficulties with the service, including frequent camera disconnections, sensors detaching from doors and windows, and a lack of satisfactory help with the mobile app's functionality. Despite multiple attempts to address these issues with various representatives, I have encountered inconsistent responses and a lack of expertise from those I have spoken to. During my recent call to cancel the service, I was informed that I would need to fulfill the remainder of the 36-month contract term or face continued automatic withdrawals. I refuse to adhere to this demand as I believe ADT has failed to fulfill its obligations under the contract. I am well within my consumer rights to cease authorization for future payments starting from November 12, [redacted]. Furthermore, any further deductions from my account will result in legal action. I am willing to return the equipment if necessary. A formal letter will be sent to your customer service email and physical address. Sincerely, J.D.

I am reaching out regarding an issue with a sensor constantly going off in my system. I had a similar problem a few months ago with the same sensor, and customer service assisted me in resetting it and offered to silence it temporarily. However, the recent customer service representative was not as helpful. Instead of resetting the sensor, they suggested I cut power to the entire alarm system, which is not a suitable solution. I am very disappointed with this service and the fact that a representative would advise me to disconnect power rather than providing a proper resolution. Additionally, I am hearing impaired, and the representative did not accommodate my needs during the call. I hope this issue can be addressed promptly. Thank you.

My husband and I spent over an hour on hold with ADT today trying to get help with canceling or temporarily suspending our service. We were transferred between agents multiple times, and at one point, we were even connected to another customer. The experience was incredibly frustrating, and now we just want to cancel our service promptly. We have removed our payment details from our ADT account and are not willing to pay for ADT any longer. Please contact us at [redacted] or email us at [redacted] to assist with canceling the service.

My husband and I were on hold with ADT for over an hour today, trying to cancel our service or suspend it temporarily. We were transferred to different agents and even accidentally connected to another customer. The experience was incredibly frustrating, and we have removed our payment details from our account. We no longer wish to continue with ADT and request the service be cancelled promptly. Kindly get in touch via call or email to confirm the cancellation.

ADT Services Review I am disappointed with the service I received from ADT. When we signed up last year, I was promised a free camera with our membership, but we only received a basic system. Other family members are getting better deals with more equipment for the same price. I saw an advertisement from ADT offering more features for less cost than what I am paying currently. The sales interaction was stressful, as the salesman tried to upsell us on everything. I did not receive several items that were promised, such as an infrared motion detector, backup battery, wireless keychain remote, and high-decibel alarm. I am considering switching to another security system like SimpliSafe, which offers a better deal with a free camera included. I would like ADT to honor their promise of a doorbell camera at no extra charge and provide an upgraded keypad as initially discussed. An unhappy customer

I'm dissatisfied with ADT's service. When I signed up, I was promised a free camera but only received a basic system. Other family members get better services for the same price. An advertisement I saw listed items that I did not receive, like an infrared motion detector and a wireless keychain remote. The salesmen were pushy and tried to sell us extras, causing stress. I'm considering switching to a company like SimpliSafe which offers more for less. I want ADT to honor their initial promise of a free camera and provide additional features without high-pressure sales tactics. - Unhappy Customer

Our ADT system installation on Tuesday, 11/17/[redacted] by Chris Powell from Edison took all day. He struggled to set up the Doorbell Camera I purchased for $[redacted], which constantly rang. Powell mentioned it required a 16V transformer. When I hired an electrician to install it, he suggested a 20V transformer would be better. Once the ADT technician, Ryan, fixed the Doorbell Camera, I was asked to pay for it and return the Indoor Camera to the dealer. Unfortunately, trying to return the Indoor Camera has been challenging. Ryan acknowledged the Doorbell Camera still rings due to needing a 20V transformer. Chris installed three IR sensors and one video camera but couldn’t resolve the Doorbell Camera issue. Now, I’m incurring extra costs to hire another electrician and purchase a new doorbell. I seek a refund of $[redacted] for the additional electrician visit, the return of the useless Indoor Camera, and a month's refund. Thank you, Brian O'R. [redacted].

I recently spoke with your Customer Care Manager about canceling order #[redacted]6 in accordance with your contract. I was not satisfied with the meeting I had with your technician and expressed my dissatisfaction to the Manager. As per our conversation, I understand that my refund will be processed within 3 to 5 business days now that I have cancelled the order. This message serves as my official written Notice of Cancellation. Thank you for addressing this issue promptly. Cynthia W. [redacted] Estrella Brilante NW Abq, NM [redacted]