ADT customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from ADT.

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Viewing ADT customer service reviews 1 - 25 out of 33
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23
Aug

Posted by Anonymous


on 8/23/21 at 10:05AM

I called to get my terminate my service like I was told to do so I wouldn't be charged extra on my bill, spoke to first agent could not assist me not willing to listen so I could explain what I needed. Asked to talk to supervisor. Mrs Bobbie Vasquez answered , tried to explain to her but she kept talking over me saying it was a contract I had. Could not get through her when I tried all I kept hearing it's on the contract. Tried to explain but she kept talking over me on a very defensive way.... I was very frustrated I feel that ADT employees lie to trick you on offers. I have been with ADT for over 10 yrs 2 different homes I feel this past year I have had the worst customer service experience. Very disappointed.

18
Jun

Posted by Dianne Rail


on 6/18/19 at 4:25PM

I talked with one of your agents earlier this afternoon and she was supposed to send me an email explaining where your repairman replaced a wire and sensor. I had a contractor replace a door and I think he broke the wire. I know the damage was not covered under my warranty, but the repairman had me pay the bill instead of the contractor. I didn't not even get a work order. Please respond asap.

24
Jan

Posted by Anonymous


on 1/24/18 at 1:53PM

I have been trying to cancel my service for over a year. I thought it was cancelled finally as I did not hear from ADT even though I did email request confirmation that it was cancelled, I now have after a year received a phone call stating that my account has been sent on collection. I cancelled the service due to VERY POOR CUSTOMER SERVICE. We had been with protectron for years, when ADT took over it has been one hassle after another. I continue to try to close this account and still have not had any confirmation or any communication from ADT.

12
Apr

Posted by Disillusioned Momma


on 4/12/16 at 4:09AM

My son has paid a lot of money to protect his home with ADT........for the second time, he has been robbed and the security system was on. Had he not had a big dog, the robbers would have taken more........they broke the balcony trying to escape the full grown st bernard. My Daddy was going to arm himself with ADT, where Daddy has 9 properties, until this happened to his grandson's house!

24
Feb

Posted by Anonymous


on 2/24/16 at 9:13AM

Got this from your "Corporate Customer Relations" department ! I am going to post it on every ADT reference i come across.....great service !!



Mr. Gallagher,







Thank you for finally explaining in more detail your concerns regarding your alarm system. The system motion detectors are designed to pick up movement as you quite clearly pointed out. When the motion detectors are active the system should be armed for the AWAY mode. The AWAY mode is designed for when the occupants of the establishment are actually away, meaning they are not physically in that location. If you have been arming the system for the AWAY mode and staying in the premise then you have been using the system incorrectly and have been expecting the system to perform outside of its normal capacity. If this is the only issue you�re having, then the alarm system is performing the way it�s designed to. Normally the system should be armed for either STAY or INSTANT/NO DELAY when the occupants of the establishment are remaining in the location while the system is armed. The motion detectors have no way of determining if you are the owner of the home or an intruder. Some ways getting around the normal intended use of the alarm system would be to either add an additional keypad closer to your bedroom or to add a key fob.







If you�d like to have either of these devices installed, please feel free to contact our sales department at 1-800-238-2727. I hope this clears this matter up for you.







Thank you and have a great day,







Bill Daley

ADT Corporate Customer Relations Consultant

19
Jan

Posted by Anonymous


on 1/19/16 at 7:51AM

Am receiving rediculous amount of phone calls from sales. Last one was quite rude. I am disabled veteran and this must stop or I will be forced to take legal action.

20
Dec

Posted by Anonymous


on 12/20/15 at 9:11AM

I am having a problem with my billing and the last person I talk to was a Ms. Alyssa Larson for the Corporate Customer Relations Consultant and her I.D.# is104510 and her number is and I am still getting a bill for $139.66 from adt and I am upset cause she will not even talk to me anymore. for some reason she did not tell the rest of the people what she had done for me and I am grateful for all her work but I will not let them take anymore money our of my checking account until this problem is fixed.

16
Dec

Posted by Irate


on 12/16/15 at 10:20PM

Absolute worst customer service on earth. The hold times run over an hour and then when you get a human being they are uninformed and incapable of helping; then they transfer you to another line for more waiting and then another unhelpful person. I am convinced this is all purposeful, so you will forget the problem you are calling about or will decide it is not worth the frustration. Only when you threaten to cancel do they pay any attention and then they transfer you to a "loyalty" department, who claims they will look into the problem and call you back . . . and then never call you back. Truly, utterly deplorable.

15
Dec

Posted by Anonymous


on 12/15/15 at 10:51AM

Scott Plavner need service at home



nobody seems to answer YOUR phones for service. I have been holding this last time for 31:56 and on now.....

14
Dec

Posted by Anonymous


on 12/14/15 at 9:39AM

The customer service representative very rude. System is junk I have call them out several times to fix. They are rude and really treat their customers like their idiots. I have a bad sensor and two motion detectors that don't work. And they can't come out to fix their faulty equipment not for a week and a half. That's truly a rip. I am going to legally cancel my two year contract that I have left.

Don't sign up with h ADT go with someone local!!!!!! I now have been on hold for 40 minutes of waiting to get an apt!

03
Nov

Posted by Martinez


on 11/3/15 at 9:35AM

I NEED YOUR HELP! I am soooooo beyond stressed with ADT!! I get 4-5 false alarms per week! I have been billed for $50 from the City Police Dept for having to come out and there is no emergency.



My alarm was going off approximately 3-4 a week!!! One night, it went off at 1:00am, 1:22 am and 3:00am!! This is unnecessary. I was so frustrated because it woke my 3 year old son and I up every single time. I've called multiple times to get someone out to the house to get it fixed. I was told a supervisor would call me in 24-48 hours. No one called. I called again. I was told the supervisor would call me. No one ever called! I continued to get the false alarms! After one Saturday of it going off at 7am - I was DONE!! I was so incredibly FRUSTRATED!!!!



So I called ONE LAST TIME to try to remedy the situation! After being transferred to three different people who did not know what they were doing I just wanted to cut all ties with ADT. I spoke with one man in the Loyalty dept who was INCREDIBLY RUDE! He spoke in a demeaning manner and stated that he would cancel my account and I would be billed $1,000 for the remainder of the year. I told him I would not be paying for the future or any prior bills I had received as I wasn't going to pay for a service that was not working properly.



I have been waiting for the letter with the $1k bill and also the paperwork that a customer rep promised to send me to refund me the $50 the Police Dept was charging me. I still have not received either one. I was told this morning that no paperwork was ever requested!! What?!



For the passed two weeks I have been receiving 3 phone calls per night on the home phone. I called ADT and they said a supervisor was trying to get ahold of me. I gave them my cell number and said to have him/her contact me on that line. No one ever called me AND the phone calls continued!! So I called back last night and they said they didn't know why I was getting called so they put me on a "Do not call" list.



I got another phone call this morning! What the heck?!?!?!?!?!!?!? So I called back this morning on my way to work AT 8:00am mountain time and it is NOW 9:05am mountain time. I have been on the phone with ADT for AN ENTIRE HOUR!!! I need to start working but no, I'm on the phone STILL trying to figure this out!! I am pulling my hair out with ADT already!!!!!



What do I do?????? I was told that my account is now 90 days passed due and it's going to affect my credit! That is not right! Why should a bill be affecting my credit when the product I'm supposed to be paying for is faulty? They also said they reversed the credit you gave me because I cancelled the account. How can it just be taken away after it was promised?! ADT just wants more money! This is completely LUDACRIS!



They wrote in my notes that I "refused to schedule" another appointment. That is NOT TRUE!! They just kept telling me I had to take off work. I cannot do that! I'm a single mom and a contractor. If I don't work, I don't get paid. I think I have put in enough blood, sweat, tears and time on the telephone with ADT without having take off work and not get paid. That is my bread and butter and my means to support my son. I am appalled that I would even be asked to do such a thing! Especially because this will be the THIRD TIME someone needs to come out and fix this system already! What kind of company is this?! It's not my fault there are problems with the system. Why is it that I am the one that keeps getting penalized and punished (i.e., taking time off work, $1k bill, $50 bill from the PD.) I can't even believe all of this is happening. This is the worst company I've ever had to deal with. The customer service reps all tell me something different and no one seems to want to help! I just don't get it. AT ALL.



If the system was working, correctly and not scaring my 3 year old half to death at all hours of the night and early morning - I would keep the service to avoid the penalties BUT I will not continue to subject myself and my son to this!! Absolutely not! I don't believe anyone would.



I don't see what the problem is with just getting someone out to fix the darn thing. Really?! They act like I'm asking for something outrageous. All I'm asking for is for someone to FIX THE PROBLEM! I don't know what is so hard about that.



I'm so upset!!! I never imagined after only a few months I would be going through all of this. I have such a bad taste in my mouth with ADT. I'm tired of being on the phone with them almost every day with problem after problem after problem! It's 9:20 and I've been on the phone now over an hour and 15 minutes. This is UNACCEPTABLE!!!! >:/0

28
Aug

Posted by Anonymous


on 8/28/15 at 8:12AM

When attempting to call in for service i was placed on hold for a very long time. This is not acceptable, especially since it's related to our families safety. Once I spoke to a rep they were very curt, like they were way over worked and needed to get off the call quickly.

26
Feb

Posted by Ron


on 2/26/15 at 2:16PM

Customer Service rep insinuated that I was lying about my negative experience with ADT. Very unprofessional. I am cancelling my service with ADT.

14
Feb

Posted by Anonymous


on 2/14/15 at 12:48AM

Technical service is very bad, I was on hold for 45 minutes and still couldn't get help.

13
Feb

Posted by Anonymous


on 2/13/15 at 9:24AM

Phone support is extremely slow. It's very difficult to speak with an actual human. Something that should only take 5 minutes took me 30minutes. Freaking ridiculous.

09
Feb

Posted by Crystal


on 2/9/15 at 4:25PM

Very poor customer service from associates and managers. I've been dealing with an issue since November 2014. Manager promise to credit my bill on January 19, 2015 and again on January 26, 2015 due to poor customer service, Manager did not notate my account stating that. Nonetheless I am very unsatisfied with adt and the poor customer service I received thus far. I will not be renewing my contract.

26
Jan

Posted by Anonymous


on 1/26/15 at 5:31PM

Dear Adt..

I HAVE HAD YOUR SERVICE IN THE PAST AND DECIDED TO CXLD MY SERVICE, DUE TO the economy. So things are looking up for me now, and I have decided to come back to your service. I had a appointment last Saturday, I'm not sure what happened but they wer unable to reativate my service. The man that was here on Saturday said someone would contact me today. This is the Third person from adt that said I would hear back from them and still I have Not. Maybe after you read my coment you will call me back or I can take my Bus eles where.

Tammi Slater

26
Jan

Posted by Anonymous


on 1/26/14 at 5:39AM

Extremely professional and courteous response and attitude by reaction officer Mr Mandla, welldone and thanks for everything.

18
Dec

Posted by JSTERLING


on 12/18/13 at 12:08PM

There Is No Customer Service

04
Dec

Posted by Anonymous


on 12/4/13 at 5:53AM

They should be paying for me to stay at a motel so I can get a nights sleep and relief for the constant beeping of this security system. I have had several service calls and it still does not work. Kind of scary when you try to call and there is an "unusual high volume of calls" HA! what is that about. Now I can't even call because the number is not working. When I reach a technician for assistance to shut this piece of junk up they tell me it is resolved and it should be silenced but it still goes off . I have a contract but I want this thing out NOW! I paid for and expect a functioning system. I do not have that despite numerous service calls, numerous technician calls and lost wages to be home for the service calls not to mention not having a full night of sleep because the thing will not silence. I am so frustrated. I WOULD NEVER RECOMMEND THIS COMPANY TO ANYONE! I have contacted an attorney to get out of this contract because they did not fulfill their end of the contract which was to provide a working alarm system. The people on the phone are nice, they technicians are nice but the system is useless.

03
Dec

Posted by Anonymous


on 12/3/13 at 4:53PM

I am so frustrated by the incompetent, faulty and slow telephone service I received today about a problem with my security service, I am seriously considering cancelling ADT and hiring another service provider.

After reaching a service technician, I will say that he was polite, informative and competent.

18
Nov

Posted by Sean


on 11/18/13 at 6:58AM

The morning of Thursday the 31st October 2013 like always between 06:10am and 06:20am locking up after insuring that our house alarm is switched on for peace of mind, we left home for work. At about 16:40pm the same day when I got home and found that my house has been burgled and every thing is in a big mess. Everything stolen that you can think of I immediately called up my security company ADT asking what happened that I got no notification of an activation at my house being burgled. The control room agent politely advised me that they got no signal regarding and activation but will notify the patrol vehicles and my local police station. With in 5 min two ADT bakkies pulled up and the officers went inside my house to see where the burglars entered my house and in what state it was left in. Since that Thursday night I requested an alarm report from ADT they've send a technician Eliot out the following Tuesday(05/Nov/2013) who has removed my unit and fitted a loan unit in my house. A buffer report was to be retrieved from my unit at there office that would have taken between two to three days as per the technicians manager Phillip Mare. Not getting any responds by Friday the 8th Nov 2013 I called ADT Monday morning the 11/Nov/2013 and Phillip Mare advised me that the report was retrieved on Friday already and he is waiting on it so he could forward it onto me the same Monday afternoon or no later then Tuesday morning the 12/Nov/2013. Tuesday morning I called Phillip Mare up again and he promised me once he has it he will send it to me. Wednesday 13/Nov/2013 just after 15:00pm I again called up Phillip Mare regarding the buffer report and just to be told by him that the guy who retrieved the buffer Jagques Van Biljon was of sick for the week and would only be back in office Thursday the 14/Nov/2013 I immediately requested to speak to Phillip's direct manager Willie Meintjies as Phillip was clearly messing with me and still had the nerve to say he can't do anything for me as Jagques pulled the buffer report already and he is now of sick. After countless requested messages to have Willie Meintjies return my calls as he is never available to speak to me via telephone and believe me when I say up today Monday the 18/Nov/2013 still no call from Willie Meintjies. What a manager hey who clearly shows no interest in a ADT client. Phillip Mare finally mailed me and cc'd Willie Meintjies and Jagquse as

That really means nothing to me. I've replied back to all requesting the following " All the dates and times my house alarm was switched on and off again by myself along with all the events that took place for the month of October 2013 including the 31st of October 2013 when my house breaking took place in detail" Still not getting my request granted I send a follow up mail later Friday afternoon and yes that also did not materialized. ADT has no idea what frustration I'm going thru as my insurance company is also waiting on that buffer report so that they can continue with my claim. Addressing this matter on HELO PETER I strongly dough that a manager from ADT would ever call me back because clearly if ADT can do this to one client I don't want to know how many thousands of ADT clients out there has or is also experiences the same treatment .

Ps I am in position of all the voice recording between myself and Phillip Mare promising me I will get the full buffer report as a matter of urgency and my requesting to have Willie Meintjies call me back should you wish to listen to them

10
Sep

Posted by Monkeysponge


on 9/10/13 at 3:37PM

I had ADT installed thinking it would be a good idea. I checked my bank account 3 days later and they had taken out four months of payments. I told them that my contract said I was to pay once a month. The person was rude so I told her to just come back out and take it back. She gave me a number to call for that. I called and after being on hold for awhile I talked to I think is the only person they have answering the phone. He was nice and said he would look into it and would call me back the next day and see if he could do something to get me to stay. I waited and finally had to call them, and after being on hold for 30 minutes, I finally talked to him again. He said that he would cancel my service without saying anything about trying to remedy the situation. So I canceled and hope I get my money back without having to call again. Stay Away!

09
Jul

Posted by ADT IS AWFUL


on 7/9/13 at 12:35PM

RUN!!!!! Dont walk get as far away as you can possibly get. 6 Appointments later and they still dont have it right. I was a Brinks customer until they were purchased and never had an issue. They always made calls to us as our contract was up for renewal and offered additional services to keep the contract. Great CS. With ADT you get garbage and nobody knows anything about serving the customer. STAY AWAY!! You will thank me...

03
Jul

Posted by Anonymous


on 7/3/13 at 10:06AM

I'm very happy to be an ADT customer. They're always prompt with my questions and are very friendly when I speak to a CSR. This is the best number to call if anyone is having trouble.

Viewing ADT customer service reviews 1 - 25 out of 33
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