Complain about a product or service

ADT Security Systems

ADT Security • About ADT • Consumer Complaints • Military clause

Gary of Pasadena, MD May 8, 2009

I recently had an alarm system installed by adt. The Sales man and the installer were fine. Then the problem happened i had set the alarm off several times not being use to it, well they never called after several minutes of leaving it on to see what would happen, they never called so i called them to ask why, they said it takes 20 seconds, so i did it again and no call so I called them again and they would never anwser there phones.

I left over 30 voice mails in one week and no calls back, then i got hold of Jammie and told her that I was unhappy and wish to discontinue, they said it would be no fees if done with 6 months , well it only took 30 days, they charged 30 dollars a month for monitoring fees but they weren't monitoring, so today 5-8-09 They came out and removed the system and left a 2ft by 2 ft hole where the box was mounted in the wall, when i called they said it was in my contract that they don't fix holes, well if the contract didn't come out to be good on there part and they are refunding my money shouldn't that make them responcible to fix there holes, after all if they held up to there end of the contract they would have never had to remove there equipment, I did get an estimate of 250.00 to fix the holes one in the basement and one in the foyer, well I CALLED Tina Findly again and she was vary irrate with me wich made me even hotter that they didn't hold up there contract and then give me an attitude, so I checked farther into things, they installed my system on 3/18/09 they charged 65.00 for a permit and I do deal with permits all the time I work for a plumbing co. Well I went to the permit section in AACo. and found out that they didn't get the permit till 4/6/09, I do know that the only reason they did this is because i told them i wanted to see the permit, i am sure they are charging everyone the 65.00 fee for pemits and are not getting them after all, all they do is plug the unit into an out let, They also lost my credit card number on the contract some how some one miss placed it so now i have my credit card number on a peice of paper some where with all the info on it now I have to keep my eyes on that to make sure nobody get that. They charged 908.00 on credit cards and then charged me for monitoring fees or 28.61 then i have 2 hole that will cost me 250.00 to fix, I want them to take care of these issues or i will keep on complaining to every government authority i can until something is done,, they said the money all but the money for the hole wich they refuse to pay for should be back on my cards by next week but they have to pay for the holes also, plus i think it is time for the government to step in and start seeing about them charging 65.00 for permits that I am sure they are not getting unless they are asked about them,, the other thing is, is that I know as a plumber you can not start work till the permit is purchased and is on the job if one is required,, they should also be fined for that just like I would be if i did a job the way they did,, I look forward to hearing back from your office,, thanks for the time

William of Wellman, IA May 8, 2009

When I moved into our house in August 2006, there was an offer for us to have ADT installed. My wife and I decided to go with ADT. We did not have any problems until early 2008. I lost my job at the end of January 2008 and since my paycheck paid the house payment, that meant foreclosure on the house. Little did I know that when I contacted ADT to let them know this and where we were moving to we could not take the system with us, they told me that we would still have to pay off the contract. I told them that if it were not for me losing my job, I would still have my house and be using their security system and I am not going to pay for the remainder of my contract. Me losing my job and ultimately my house is something that I had no one plans for and they should let me out of my contract. Now I am getting calls from a third collection agency about paying this bill. I am refusing to pay it because I think that is crazy that I should have to pay for something that I can't take with me and use.

N. of Medina, NY April 29, 2009

Almost 3 years ago, I called ADT alarms, and they sent our there contractor "Defender", I PAID FOR 3 YEARS UP FRONT, then ADT started billing my credit card for monthly monitoring, I called ADT and they told me that I needed to call Defender, this went on for months then I contacted you (the BBB) filed a complaint, and filed a Civil action against ADT & Denender, THAT got action, I have had numerious equipment failures, gone without the protection that I PAID FOR months on end,

Now 2 weeks ago I had another failure, the installed communicator failed, I called ADT and guess what they told me to take care of it myself, that I should try to work it out with Defender. so should the 108 year old home that I bought protection for to keep my children safe from fire or home invation no help would come, I did not even get an I am sorry, and yet I have paid for that time, so I might as well just thrown the money out the window.

Yesterday, April 29th 2009, Defender showed up to correct the problem AGAIN, they even had a "Regional Trainer" with them. His name was R. Rusby, they told me everything was now OK, yet this moring I got up, tested the alarm, and YES you guessed it. it FAILED, NO phone contact, and even worse, NO SIREN, so should the smoke alarms go off, we would not have even heard it, and my children could have perished by the smoke.

You need to warn everyone of the DANGERS of dealing with ADT/DEFENDER Direct, there incompetent workmanship and inferior equipment will cost someone the lives of there children. PLEASE HELP SAVE A CHILDS LIFE

zse of upper marlboro, MD April 25, 2009

On April 26, 08 I sign a three year contract with ADT. Installer M. Thomas came to install the system. he finish the work less than half hour. we check the system but sometime it couldn't signal properly when I open the front door unless it was HALF wide open. but he gave us very sure answer that it would work properly later. or I could call him back. After then whenever I tried to key in the code,(I had make sure all the window and door were close properly)the system still showing unready. I asked ADT to come finish the UNFINISH JOB. a guy come but leave within 20 min with saying he didn't know how it couldn't signal properly and said he would be back next week with new equipment. he never show up again even after next week.

I felt so unsecured and asked if I could talk to M. Thomas. she said he didn't work in ADT anymore. I felt I being tract and ask if I could cancel the account. she said we had to pay a 500 early termination fee. I felt it was so unfair and dirty trick and tried to talk over it. no resolution came out. we still had to pay monthly payment for not working system since then. one day some Rep call and told me our system's battery were dead. I asked if they could send some RESPONSIBLE tech to fix the system since it was not work properly. she asked what the problem is and i told her the issue over and over. the tech came to check on it and said the same thing to me 'don't know why?' he change the battery and leave.

couple week later I received payment 182.86 for trip fee or they will placed my account to a collection agency. I felt it was abuse charge since it was their fault at the first place. and i shouldn't pay for their unfinish job. i had call ADT so many time. their service toward consumer were so poor. i afraid it will effect my credit score that i value so much. so i had no choice but to file a complaint to BBB. a week later (friday morning). ADT call us because of BBB. they wanted to offer a schedule service at no charge. and i said ok but i also ask them about the 182.86 charge. they said they couldn't gave me the decision regrading the charge yet until the system service done and promise they call back on monday regrading the charge. the tech came on satursday, he had check and stuff.

finally the system seem to be fixed. so i expect a call from ADT on monday. but no phone call at all. so i had to respond to BBB. on friday morning, ADT called and told we still had to pay 182.86 due to their decision. i was so mad and ask them why? then they said this 182.86 was an addition contract (maintenance fee) to my account asked by my mother. it really was a big fat lie make out of no way. first my mother didn't speak english at all. how could she speak with them. plus it was their fault at the very begin for not providing the working monitor. my family and i felt so helpless and stress. i asked them to reconsider the issue or i will need a lawyer. they hang up the phone on me without any other saying. what should we do now? we signed contract on april 26, 08. since then we paid around 92.19 every three month to date april 09 for not working monitor.

Ivy of Boynton Beach Florida, FL April 23, 2009

contacted ADT to get a price estimate for installing security at home and business. The sales Rep offered me the free equipment 99 install deal and I told him I wasn't sure. Then he started throwing everything he had at me to keep me on the phone. free this free that. I asked what the free equipment included... if there was a maximum and what the charge would be for anything above that. He assured me no matter how much equipment we needed it was free. he offered me 6 months free at each place plus 200 in gas cards and 300 in visa gift cards. Well we decided to go with them. When they came to install the business one and we listed how many sensors, key pads etc we would need the service rep said that there would be additional charges. we ended up being on the phone with them fighting for what was already promised. 8 hours later we had to give up 4 months of free service to cover the additional equipment that I was assurred would be included. We never wanted to get anything for free, we never asked for it. We simply wanted what was already promised. It was completely unfair. This sales guy was so eager to sell us that he promised the world to make the deal. The instalation guys were very patient, said they dealt with this everyday. That the ADT sales people offer everything and then never follow through. Not to mention the fact that their customer service associated were talking about us after we got off the phone, or so they thought. The girl had not disconnected the line yet and I heard her telling her associate what a pain we were. When really all we wanted was what had been offered and promised, we never asked for any of the upgrades and perks, but we sure weren't going to let them screw us either.

Deborah of Royse City, TX April 18, 2009

Deborah of Royse City TX (04/18/09)
We had a new home security monitored alarm system installed in our home on April 13, 2009. This is an ADT system but was sold through one of their authorized dealers (above). The whole experience from sales through installation was most unpleasant. It was not explained to me that the 99.00 system consisted of one key pad, one motion detector,several door sensors and a key bob. When I order this service I told the sales person that I had 6 exterior doors to my home. I was not ever told there would be initial monies due for additional equipment at that time.

When the installer came he advised that they could not use our current system it would have to be upgraded. I was never asked what type of system I was looking for or what my security needs would be. He came back with a total price for this system of approximately 600.00. I told him that I did not want to spend that much for a security system and felt I could do much better with someone else. He then asked me to give him a minute while he called his boss. He comes back with approximately 100.00 knocked off the price. I had my husband on the phone and we both became quite uneasy with the dealing that was being done. The installer had me speak with his manager via his personal cell phone which did not get good reception in my home. I asked for the manager to call my husband and explain his offer as I was not comfortable agreeing to something when I could only get about every other word the man was saying.

After the conversation with this manager my husband felt this was some sort of con going on. This pricing was given to my husband via the manager. It became a bidding war. My husband finally said that if they could put this system in for 300.00 to do it but that is all he is willing to go over with the 99.00 that had already been given to them for a total install of 399.00. The install took close to 5 hours. The installer had problems getting our home phone into their box for monitoring purposes. After this installer left I went upstairs and noticed that his ladder was left in the closet with an install manual.

The next morning I note that both of my phone boxes were left open with wiring hanging down and out of the box exposed to the elements. I later find that the phone to my barn had been disconnected. We get a call from Trisha from absolute Security which was left on our answering machine leaving us a message to please return her all regarding our installation. The number she left for a return call was a porn site. The motion detector in the hallway of the back of the house does not work. Upon testing this system ourselves as this was not done at installation we never received a call from ADT after the alarm was activated twice. I called Absolute Security and asked them if they were aware that my alarm had been going off for 20 minutes and they told me no. They took my name and number to have a customer service representative call me back within an hour. I did receive a call back from a gentleman who said his name was Tim and is was the customer service manager for Absolute Security.

I was mad about the whole situation especially the porn number I was asked to return my call to. He told me that he would need to be at his computer to be able to check install dates and asked if he could contact me on Saturday morning. We found at this time the barn phone was out. My husband had to spend almost 45 minutes in the rain to get the phone service back into the barn after the mess the installer made of the phone boxes. When Tim called me this morning he was telling me that my system was in test mode and would be for a week. He was telling me that the sensor in the back room was working when it is not. He was arrogant and argumentative. I told him again that I have a mother who lives with me who has senile dementia (Alzheimer Disease) if she were to go out the back door and fall in the pool she would drown. What if I needed help? That is why I put a monitored service in this house.

I was so angry at this managers responses I hung up on him. My husband has now called for this Tim leaving four messages. He refuses to return his call. How can I get service if my call is not returned? I called ADT themselves and they advised that my system is not in test mode it is fully activated and functional. I wanted a monitored smoke detector which Absolute Security states is more money from us however list it as free for new activation.

I am paying for a system that is not working properly.

Lori of Monroe, MI March 31, 2009

Lori of Monroe MI (03/31/09)
I called for a quote because it came in my welcome packet to a mobile home park. I gave them my information and when it came time for the billing steps, they wanted a 3-year contract, I stated I was not interested in signing such a long contract and ended the call. They have been calling for a month. During this month my home burnt down. I have repeatedly asked them to stop calling stating that my home burnt down and to stop calling me. They keep calling my phone.

The only damage is emotional. Why won't they stop calling.

Wilmar of New York, NY March 31, 2009

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