I had a Wells Fargo security system installed in my home in 1985. Tyco purchased Wells Fargo in 1998 and merged the company with ADT. This is to show I have had monitoring service for about 25 years of which 12 years have been with ADT. My husband has been on disability for the past year and a half and although I have been slightly late with my payments, I have always called ADT's billing department to tell them when my payments would be expected. On 12/18/09, I was invoiced $105 which was my quarterly payment. This is the ONLY amount that was due to them.
Tonight, I received a call from the "home office" stating I owed them $60 and that they had terminated my service. No warning, no letters, no calls prior to the one this evening. I then called their 800# billing department and spoke to a manager (**) who said my service was terminated because "they had made numerous calls and no one could reach me" along with the statement that letters had been sent regarding the termination. ALL LIES!!! Funny how the "home office" could make one phone call and reach me this evening to tell me my service was cancelled.
I still do not understand how in this day and age, a major company like ADT would cancel a VERY long-time customer over a $60 bill that wasn't even 30 days late? To that I say "GOOD RIDDANCE"!!! After reading the numerous online complaints about ADT that outnumber other monitoring services by 20 to 1, I can only hope homeowners do their research before signing up with a company who has zero value for their customers. I will also be asking my 3 family members who signed up (on my recommendation) with Wells Fargo back in 1985 to terminate THEIR relationship with ADT due to the unscrupulous way they do business.
Avoid ADT. Buy a dog. Reasons:
1: The alarm system will go off and wake you at night. You will wonder if there really is something to be afraid of, or if it is a fluke. Try getting back to sleep now!
2: Because of the above you won't want to turn the alarm system on at night. You need sleep, right? So you figure the alarm system won't wake you up if it is off. Wrong. If the phone company performs routine maint. at night as they OFTEN do the variation will cause your alarm to go off even if it is turned OFF. Yep!
So you have a system you are paying for but you really don't want to use it because it is annoying and you need your sleep. Time to cancel, right? WRONG. ADT sales people will tell you that the contract is a formality, that if you call ADT and explain your reasons for wanting to cancel they will let you do so. Lies. Plan on getting a lump sum bill if you try to cancel. If you call to try to negotiate, let's say you want to pay half of what they think you owe them. Nope. They want that money and they will turn you over to collections to get it.
They simply do not care about having happy customers. They will lure you in with "free" security equipment and get a contract signed, and after that it is too bad for you. You have been suckered in and you are stuck with whatever service they provide or a nice fat bill if you cancel. Stay away.
MONROE, NEW YORK -- Multiple issues with ADT have included the following:
Had an alarm event that required notification to the local police department. 45 minutes later, the police department had called back -- long after I called them directly and they'd been to the premise -- to advise me that they received a call that was misrouted and transferred through various sources (phone operator, state police, county dispatch, finally to my local police) because ADT had the wrong phone number for the local police, despite our providing the correct one. When we called them to correct this, we were told by the phone representative that nothing could be done about it. So I'm paying for police notification that isn't happening properly.
Scheduled an appointment for ADT to move my security panel due to a door installation. Technician arrived late, berated the door installers, continually used foul language to me and the installers. Spent 2 hours rewiring the entire system, then left it in a non-functioning condition to go to other appointments and never returned. Had to insist that an off-hours technician repair my system and make it operational at 10 PM -- more than 9 hours after the first technician left. Also scheduled a CO Sensor installation (see 3. Below).
Scheduled a CO Sensor install for a month ahead with a technician. Received several calls from ADT indicating that the part was received, and then asking "if I wanted to schedule". Corrected them on no less than 3 occasions, and asked how we make sure this is scheduled, was assured this was under control. The morning of the installation, receive a call telling me that they "don't have the part and would need to reschedule", despite being called to schedule 3 times prior stating "we've received the part".
Company clearly is not handling its business well, requests for escalation are not well-received or taken seriously. Calls to local office are not handled by managers immediately, post-sales service is not taken seriously. Clearly, their goal is to sell you the system, then not service it properly.
I'm paying for nothing. I'm being ripped off by ADT. Month end is a disaster. I called them and for protection this is what I get at 22 hrs:
A) Drive around until the patrol car comes around.
B) Stay on the phone until you are safe in your premises.
C) When you are finally safe at your own risk, they annoy you further by knocking at your steel gate aggravating your anger.
ADT answer these questions:
BRENTWOOD, CALIFORNIA -- ADT Security Systems sell you their product, have it hooked up improperly and when you call and ask it to be repaired. They tell you it is your equipment and a service tech will cost you 25.00 to come out and fix something that should have been set up right the first time. My contract is up and they are going to be cancelled.
WICHITA, KANSAS -- ADT said that I would get a 250.00 rebate back with my installation that I never received. Not to mention it cost 700.00 to have it installed, thought I was signing an 18 month contract, that turned out to be a 3 year contract. Tried to cancel to get final bill, but then again information not disclosed by the customer service representative when I cancelled was that they had to have a 30 day notice before cancelling. Everyone I have ever talked to there in customer service is very uncaring, and rude.
System had not worked right since it was installed, every time I would leave town and turn it on, before I ever left town, I would get calls from them telling me it was going off, therefore causing me to have to turn around and go back to the house, to reset it. Then it would go off while I was gone and they would send the police to check on it, costing me another 25.00 service fee with the city. It is ridiculous and not worth it.
This is the worst company that I've ever dealt with. They have misled and intentionally misinformed me on numerous occasions. They portray moving your alarm system to a new address as seamless and easy. First I was told that there wouldn't be a charge, then I was told it would be minimal, then it turns into something having to do with "credits", an ADDITIONAL installation fee, an activation fee... and no one would commit to an estimate or verify ANYTHING in writing. I went through so many Depts. and Supervisors that I finally cracked and decided to pay the "Early Termination Fee".
I feel that this money has been obtained through extortion. Why on earth would I continue service for 2 more years if they can't even quote me an estimate charge for changing my address? Initially I'd intended to continue service but this was a terrible experience and I feel as though they WANTED to push me into cancellation. Seems VERY shady... a company that refuses to give a written estimate or even written verification of cancellation. DO NOT DEAL WITH THEM.
We moved our apartment and before shifting we checked with ADT and they told us you move to your new apartment we will put the ADT apparatus free of charge in new apartment (we specifically checked are we starting... a new agreement they said no -- we confirmed it twice) and then a guy came to our new apartment and made sign a new agreement and told it is only for one more remaining year. We happily signed the agreement then the game happened over and now they say that we have started a new agreement so we have to pay for another 3 years.
Now they have charged for both the old and new apartment (one disconnected ADT service in old apartment and for new service in new apartment) and we have contacted them for 3 months till now they have not refunded us the money. They tell it takes a month to refund the money. Why it takes 1 month to refund the money? If so we have contacted them many times till now we have not received the money back and now they say we have two agreements.
How that is a customer is having two agreements? We were loyal customers thinking that we would like to continue this service for another year even after moving to new apartment now. We are wrong and we feel really frustrated with this company the ADT.
ADT contractor / company representative came to our house for installation November 2006. We paid for upgrade. I have all the original documentation of the upgrade done in November 2006. ADT took bank information from my upgrade check and began automatic check withdrawal under the new account (this is illegal) - we did not sign for automatic withdrawal from our checking account. However, still being paid for the old account. So both were being paid.
Now ADT had yet to refund my $1035.78 for the old account. Still getting bills for the old account. However, due mailed payments for old account which has totaled $1035.78 due back to us. We have been trying to get our money over two months. Keep being told it is ready to release and on a manager's desk in Oak Brook Illinois. Still no check and I have even been in contact with the Resolution Department at the home office. Apparently, even the home office cannot get my check from the manager in Oak Brook Illinois.
The contractor / Account Manager who started this fiasco, says--nothing she can do. So, we call and email about 3 to 4 times a week-same response. Additionally, I have left 5 messages for ADT manager (never available) to return my call (within 24-hours - policy). Never happened. So where is my $1035.78?
I read my contract, I abided by my contract and they still screwed me! I specifically check quarterly billing - they decided to take the information from the check I provided for the installation fee and start automatic deductions! Isn't that illegal?! They misused the information on my check - that has to be fraud!
I faxed the requested information over to ADT research department on 12/7/09 to initiate the investigation for a refund of $105.00 in bank fees due to a with draw error on the part of ADT and I was told it would take 30 days for the research to be concluded. On 12/8/09 a supervisor called me back from ADT and confirmed that my information had been received, again letting me know it could take “up” to 30 days. Today is the 8th of January 2010, and I have no refund to my bank account and today is the 32nd day since my information was faxed over and I have no result.
In this economy it is ridiculous that anyone should have to wait 32 days and more to receive what is rightfully theirs due to the negligence of others and I think that people should be aware of the treatment they are to expect when dealing with ADT. When I asked what was taking so long, since I provided the proof for the investigation, I was told there were many others also needing such attention. What a wonderful thing to learn about the company protecting my home.