ADT customer service reviews

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

Apr

Posted by [email protected]

on 4/19/13 at 12:11PM

As new customers we thought we were dealing with a reputable company when we decided to go with ADT following a horrific burgalry in Dec 2012.

We now regret ever having contacted ADT as the salesperson was totally disengious and focused on selling an inferior product to us as this provided a better commission to the salesperson rather than selling to us a more appropraite system that we later found out after contact with an ADT technician, who was frustrated because they are the people who go out and deal with customers following a sale and witness customer dissatisfaction and can see first hand that the system the salesperson reccomend be installed is inferior to alternative systems but would carry a lower commission for the sales person. We have had a series of technical qureies since the December installation and are still waiting aresponse from what appears to benone existant customer service department.
As a local councillor (volunterred time) and a fulltime public sector post where I deal with a host of community and social care issues that include crim,e I can't imagine ever responding with any degree of support to refernce this company, rather to the contary as their customer service is nonextant. Further more I would never reccomend to friends and familiy members.

Feb

Posted by Mary Robbins

on 2/16/13 at 2:23PM

I have had ADT services for 3 years now and their customer service has been horrid. Put on hold for 10 minutes at a time. They do not hire customer service reps from what I have collected. Don't get stuck with ADT please!

Dec

Posted by Marssa

on 12/19/12 at 6:48AM

I have been a loyal customer with ADT for a year and a half now, I have paid my bill every single month on time ( I have automatic w/d from my checking account- which mind you ADT made me do otherwise I had to pay more monthly if I wanted to pay by check/online ect… this seems completely unethical and there is nothing on my contract that states they can do this).
  In mid- November (2012), I receive a phone call from an ADT rep, stating that I did not pay my November bill. I explain to the rep that I did pay; I have automatic W/D, so every month ADT goes into my account and takes out the monthly charges. She pauses for a few moments and says very rudely "actually you never paid LAST November’s bill". I explain to her that it is not possible but if she would like I could fax her my bank statements for each month. She was incredibly rude and gave me the fax number but not before telling me I would still have to pay for November 2011!!!! First off, if for some reason your system messed up and I didn't pay you do not call the customer and tell them they now have to pay a year later. Sure enough though I DID pay for November 2011 because again, I have automatic W/D set up. Regardless, I called back a few days later and the rep I spoke to this time had no idea what I was talking about and said my account was in good standings and I was all up to date with my payments. Clearly the first rep I spoke to made a mistake and rather then apologize made up a ridiculous statement just so she didn't look like she had no idea what she was doing.
  Next, and the primary reason for my complaint is regarding a phone call I made to ADT about two weeks ago. My landlord has recently decided to sell the home I have been renting from him and I am to move out within the next month. I called up ADT to discuss canceling my service because I will be moving into a new home that currently has an alarm system so I do not need two. First I was on hold for 30 minutes, and then I was transferred to the wrong department and was on hold for an additional 20 minutes. Finally I was transferred to the cancelation department where I spoke to a gentleman. I explained my situation and he (very coldly) explained that I signed a three-year contract (which would be up in August 2014) and that by canceling I would have to pay 75% of the remaining bill (approximately $675) just to cancel. I asked to speak to his manager and this is when their customer service turned for the worst (as if all the above wasn't bad enough)....
I was connected with the nastiest women I have ever spoken to, Joy (she refused to give me her last name). Joy stated she was the supervisor on duty, I explained my situation with her and she kept stating "Ma'am, rules are rules and you signed a three year contract that you by law are bound to, there is nothing I can do, you have two choices, you can cancel now and pay the 75% penalty fee or you can continue to keep paying for the service and if you ever need us to move it to a new home we can do it then FOR AN ADDITIONAL FEE!!!!"
I kept pleading with her to make exception or to pass me on to someone who would have the authority. I myself am in customer service and at the end of the day the customer being completely satisfied is all that matters, that is how you get repeat and new business. However she wouldn't budge. I asked to speak to her manager again and she stated she didn't have one. I asked if she was the owner, she said no but you’re more then glad to write to her but I promise she won't write back to you. This went on for at least 20 minutes, her repeating herself over and over again as if she was reading from a manual, refusing to give me her last name, and refusing to let me speak to her manager. I even asked if they would be willing to suspend the service for a few months and she laughed and said no we don't do that. WELL ADT, WHAT DO YOU DO FOR YOUR CUSTOMERS?????? Finally JOY, stated "clearly we aren't getting anywhere with this conversation if you would like I can go over your two options again". I stated that neither worked for me, and she said well I guess we are all done here and HUNG UP ON ME!!!! How did she even become a manager!!!!!! What type of people does this company hire???   At this point I am disgusted and now I want to cancel my service because of the terrible customer service I received. I feel completely belittles and totally frustrated because I can’t do anything and no one in that company will listen to me or help me. So I am hoping that something will at least come from reporting them to the BBB so that the public eye is aware of what they are signing up for when they sign with ADT.
  In conclusion to this whole story, the day the ADT tech rep installed the alarm system in our house I was unable to be there to sign the contract, so my roommate actually met the rep there. At no point did the rep even state that it was a three-year contract to my roommate or to me the day’s prior; and THEN even though the contract is in my name he allowed my roommate (who he was well aware was not me) sign my name for me!!!
I am really hoping that something becomes of my story it doesn’t seem right that this company can treat their customers this way and I am extremely frustrated that I am getting no help from anyone on this matter.

Dec

Posted by Anonymous

on 12/9/12 at 10:59AM

Horrible customer service unable to get a call back or reach anyone. I signed up for service and they quoted me a reduced rate for being a member of USAA and they are billing me DOUBLE the quoted amount and no one will call me back I talked to one person who said oh I'm not sure about that and never returned my call. Now I am stuck in a contract paying double what we budgeted for. They should not advertise something they are not going to honor.

Oct

Posted by Disappointed

on 10/16/12 at 11:29AM

Terrible customer service. Impossible to reach. I was provided with multiple numbers, none of which connect to customer service or to an individual. Would not recommend this company to anyone!

Sep

Posted by John

on 9/17/12 at 2:06AM

ADT customer service is all shambo - it is an examplary of how bad customer "service" can go.

Giving an example of myself, after paying ADT for 30 months of service charges I found they sold me a fake contract and the Police Response was not there!

I have been paying them 28 pounds every month for a top level Service including Police Response but actually it has never been there and nobody every noticed it within ADT? I can't believe it.

Also for the first 12 months or so, ADT device keeping dialling a 0870 premium rate number up to 6 times a day, which literally caused me an extra 150 pounds. When I asked them to correct this irresponsible behavior, they asked me to pay more for an 0800 number?? Could you believe it - this was almost outragous.

When I asked them to correct the issue, or get me refunded, I was put through all their internal depts, and was forced to talk to everybody after lots of long holds.

ADT customer service is exactly what "Service" should not look like in UK.

Jul

Posted by rob

on 7/19/12 at 3:49AM

I can not believe the service I have received from ADT. Getting my contract signed was entirely a focused event from ADT. But once that was done, it has been the worst business experience probably ever. I was scheduled to be installed, but we had to move it because my cable lines were having an issue and ADT needed them for security service. Upon Charter Cable fixing the situation I called my rep who confirmed an install on Thursday. He requested my handyman’s phone number via email prior for the install so we were set. I returned from a business trip the following Monday to move into our new location. That now has to be postponed because ADT did not do the install. I called my rep and asked why it had not been installed. He said it was installed as scheduled on Thursday. I said it had not. He said he would find out and let me know. Not being informed of the situation I emailed later that day to get an update. The next day I called again. Then I received an email that said “Both the sales manager and the installation manager of working feverishly this. As you know we had to reschedule from our initial installation on july fifth as the phone lines and internet were not ready. I expect to have an answer for you today.” Today is two days later with no response and I again have to postpone my move into the new office. We have very expense equipment and my insurance company will not allow us to move without a security system. This is absolutely uncalled for. If you do not have the capability to service what you sell then you should not take the customers money. But boy getting the deposit was like a finely tuned machine.

May

Posted by joyce

on 5/24/12 at 9:01AM

adt is the worse company to have because when you have billing problems you have to call ten different offices and you still cannot get the answer so if you thinking about security go with local companies because definitly get the answer right away

Viewing ADT customer service reviews 26 - 33 out of 33

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