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ADT Security Systems

ADT Security • About ADT • Consumer Complaints • Military clause

Kevin of Aurora, CO July 16, 2009

I cancel my account with ADT since they could not access my service, they keep on charging me and after 9 months they added another 200.00 to my bill saying that I owe that along with all the time that my contract was for even if my services with them was cancelled, it would of been cheaper just to pay for services that I could not use.ADT said that they did not have any records of me cancelling

Frank of Raleigh, NC July 9, 2009

We had an ADT system for a number of years and decided to change as the service was very poor. When we put in a new system we found that a number of the windows were not protected. I reported this to the ADT operator and got very little more that an address

Gurdeep of Sacramento, CA June 30, 2009

I had ADT home alarm system installed in January of 2008. I am in a 2 year contract. Intialy, I had comcast digital phone and my system worked phone but then my monthly rate jumped so I called ADT and asked if their system is compatible with AT&T U-verse and they assured me yes, the system was compatible. So, I went ahead and switched to AT&T U-verse and the ADT system stopped working. I called ADT, they said oh, AT&T must have hooked it up wrong so call them back. I had AT&T come and take a look and alarm system still did not work. I made several calls to ADT customer service and every time I was told yes, they are sure it should be compatible and working. They would send a ADT tech out and the tech would tell me no it will not work. I went back and forth between ADT local tech, AT&T tech. Finally, ADT said we will send our own ADT tech out to check. The tech came and said no, there is no way this is going to work and I will make a report to ADT that the system is not compatible. I was told by ADT that if system is not compatible they would let me cancel my contract without any panelity. Now they are giving me run around about canceling my service. I need help.

Glenn of Putnam Valley, NY June 24, 2009

4/30/09 complaint filed with ADT due to no response to alarm condition at home. On 4/30 ADT confirmed in writing procedure was in place going forward.

On 6/18/09 alarm condition occured at home. ADT did not respond per agreed upon process. On 6/18 ADT confirmed there was no response to alarm and agreed services were not provided and needed to research further.

Anna of Douglasville, GA June 23, 2009

My family was living in an apartment that was having alot of crime activity, while we were trying to get a home. I called ADT and asked how much would it be to install security system in my apartment. I was advised 99.00. I advised ADT about us trying to get into a house and questioned would I have to pay more when house approved, to reinstall at new address and was advised no. But a few weeks after system was installed, the house was approved and I was told I will have to pay an additional 100 to have it transferred.

I complained about the mis-information and I was only given an apology but still was told, I need to pay 100 before they will do antying. I asked the rep if we could just take they items with us and was told "NO". They will just reinstall new equipment at the new location and not to worry about that.

Later I recieved a call from Durrell from a place called Defender Security (collections dept). Durrel rudely advised me that it was past my 30 days from when I moved and I need to let him know if I am going to pay the 100 to have the security system re-installed or send them a check for 1400 to pay off the 3 year contract. I advised Durrell, that I did want to have a security system in the house as well, but it took everything we had to make the move and we are just getting caught up on the regular bills, He told me he is given me til June 30th which is next week to pay the hundred dollars or pay 1400.00. He also advised that they will not be installing the upgraded equipment I purchased. But only the standard security. He told me if I wanted the upgraded security system, I should have taken it down myself and brought it with me.

I am very upset because ADT Rep that I talked to when I called told me not to touch the equipment it is okay to leave at the apartment and they will reinstall new equipment. Durrell agreed and said and he is right, we will install new equipment for the additional cost for having it upgraded. I will have to pay that again, because I did not bring the other with me.

I did what I was advised by ADT's REPS. Not to mention that not long after having the equipment installed, someone tried to get through my front door. The alarm went off. I could not get my key alarm to work that they provided me and once I was able to get the system to shut off, I had to CALL THEM! I asked the female rep did she not show that my alarm was going off. She replied yes, but since I cut it off within a certain amount of time, there was no need for them to call me to see if all was okay.

I thought ADT was a security company. A company looking to secure people's safety, but they are the Robbers and Thieves, because they came into my home and ripped me off of everything they said they would do. Something needs to be done about this!

attractive of canoga park, CA June 23, 2009

they billed me and said if I don't pay service would end with "x" amount as my balance. They continued to accrue a balance, with my service interrupted. They have not responded to my calls, fax, or mail. They sent me to a collection attorney; due is FOUR TIMES original balance!!! I have to hire an attorney and still have no alarm system

Gwen of Midway, FL June 19, 2009

My system has not worked properly in over five weeks. I came home one day and my alarm system fail to go off. I call ADT and told them that I was walking around in my home with my system engaged and the alarm has not going off nor was my motion sensore. I phoned to report the problem because no one from ADT call me.

Two days later I get a call from ADT telling me that there is a system failure at the garage door. I knew that because I called ADT two days earlier. Okay, it's been established that I have a system error. I spoke to at least 20 representative, all were very rude except two. The two that was somewhat nice promised to help but you guess it, I have not heard from them again.

I asked for a weekend appointments to have the system review and was told that there were no weekend appointments. This confused me because a weekend appointment was provided when the system was installed so I could not understand why the weekends was a problem now. Someone showed up about two weeks later on the weekend and guess what? The sorry repairman told me that he didn't have the part to repair the system. Just sorry. I phoned ADT again and spoke with an insensitive CSR so I asked to speak to her supervisor. The supervisor comes to the phone with an attitude, I asked for her name and she gave it to me and decided to spell it for me. Surely I'm capable of spelling a name as common as J---; she was trying to be cute, I guess I disturbed the smoke break, her voice sounded raspy. She too offered nothing but excuses.

I decided to take advantage of the telephone number give to me for the CEO. I phoned and was told that I was speaking to his assistant. As expected, she was useless as well. She gave me her telephone number and told me to call her when the technician came out and she would see about refunding my monthly fee. Imagine that, I was to call her, news flash, I'm the customer here. It seems to me that she should have been keeping an eye on my account to see if the technician came to my home and she should call me to tell me that she's refunding my fee. I guess that seems too much like the right thing to do.

I placed another call to the CEO office and talked to another lady who said she was the CEO's assistant. This CEO must be one busy person considering all of his assistance. Now my question is busy doing what. Surely his time is not invested in customer services because his CSR, supervisors and assistants all appear to be just simply out of touch with wants going on with the customer. I wanted to cancel my service today and a little voice told me to check my contract (something I should have done in the beginning), sure enough, I'm stuck like Chuck for three years. LOL I plan on telling everyone I meet about the service I received from ADT and my experenices as it relates to me.

Mildred of Trenton, NJ June 17, 2009

I cancelled my 4 surveillance camera security system within the 3 days allowed on my contract. The agent I first signed on with was angry and tried to tell me I could not cancel that I was basically stuck with the system and the 1300.00 bal. I then read my contract again and no where does it state that once installed its yours. It allows for 3 days to cancel after installation. The reason I cancelled was I did not like that the camera frames had up to a 7 second delay which would allow any burglar time to get out of the view of the cameras. After speaking to him I spoke with Becky from the local billing office in Pennsauken NJ she was very nice and after saying I had to fax a letter of cancellation and why, she said there were no problems and she'd setup a date for the installer to come back and uninstall the system. He came w/in 2days and took down the cameras and wiring.

They still charged my acct. over 400.00 the first installment for payment and have now sent my acct to a collection service. The collection service, when I spoke with them, put the file on hold because they did note that ADT had a letter in their file that it was suppose to be cancelled!!!! What is going on!

Kenneth of Lake Worth, FL June 10, 2009

My partner and I opened a small business in early 2008. It was in an industrial park so my partner called ADT for security monitoring service. They came out, did the install, charged us for the install (325.00) and said monitoring would be 45 per month and we could cancel anytime with 30 days written notice.

By December of 2008 it was apparent our little start up company wasn't going to work so we sent a written cancellation letter explaining to ADT that we would no longer be operating in that location and would like to cancel our monitoring service. A couple of weeks later we received a final bill for 1,959.53! This amount reflected 90% of the remaining term of the contract and was "DUE NOW"!. Are they serious?

I would never have believed that a big company like ADT would be extorting exorbitant amounts of money from people this way. So, months later after refusing to pay I get a call from a collection agency offering to settle the "case" for 50% of what I "legally owe". What do I do?

Ronnie of Lithonia, GA June 3, 2009

In Feb 09 I changed my telephone service from one company to the next I called ADT to inform then on the change spoke to a female no name I do not have. Gave this female all my new information new numbers new carrier for the phone through the whole conversation I was never told that my new phone service was not compareable to ADT so my home want unprotective from Feb 09 to May 09 and the alarm want off on the 30th of May with my 71 year old mother in-law in the house alone.

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