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Misleading Customer Service. POOR Service
Posted by on
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.
     
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leet60 on 2011-07-06:
I was burglarized once while my home had ADT service. The burglary was in broad daylight and I discovered it when returning home from work. I inquired with the police officer taking the report regarding notification by ADT. The police dispatch had received notification but it was considered a low priorty call - essentially, if your local P.D. is busy in many areas, residential burglar alarms are dealt with as time allows. In my area the large number of false alarms with ADT and other companies over the years caused the prioritization of these alarms to be low.

My alarms now are dealt with by the two large dogs in my home : )
jktshff1 on 2011-07-06:
The police are minutes away when seconds count.
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People with ADT good or bad...
Posted by on
TORRANCE, CALIFORNIA -- There are several reports of people not liking their ADT service. I have worked for ADT and also have their service. With any company, the workers are the ones that make or brake a company. The main problem with ADT, specifically here in California, is that the workers DON'T CARE. They get paid too little, considering all of the stuff they have to do. All of the top supervisors do not care about what going on. When there is to much bad blood between the workers the only ones suffer are the paying customers. ADT has hired some really bad people. (One of which stole gas from the company.) A normal company would have pressed charges but all they did was fire the worker. If a security officer can steal from the company what makes you think they won't steal from YOU? They do not like to fire people, all they do is shuffle them to a new location. The employees do things because they know they can and nothing will happen to them. ADT allows their officers to harass each other without any type of discipline. And after talking to several people who actually pay for the service, ADT has a problem with taking extra money from people and not wanting to pay it back. My mom has the service and they still owe her a months worth of service because they took a double payment. It has been several months and I'm sure she will never get if back. Most people only still have them because they are stuck in contracts that they can't get out of.

ADT is not all bad, there are some workers who takes their job seriously. But sad to say with all the bad apples lying around all the good people quit and find better jobs.

My advice to you (and this is coming from someone who has the service PLUS has worked their for several years) research a company before you join. Try and see if they will let you get service without having to sign a contract. GET EVERYTHING IN WRITTING. And best of all don't pick a company only on price. Just because its within your price range don't mean the service will be. ADT has slow response times because the equipment they have is not up to date. And because they are short staffed. All these things should be considered.

Because if you have them for armed response and something actually happens, how soon will they show up? Do your own research!! Don't just take my word on it.
     
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jktshff1 on 2010-03-28:
In my case, and armed response means pulling my weapon. Average response time for an LEO nationwide as near as I can get researching on line is @8 minutes. Longer some place, shorter others. Police are investigators of crime. SCOTUS has ruled (http://www.nytimes.com/2005/06/28/politics/28scotus.html)that they do not have the responsibility of protection. Alarm companies are great for notifying someone that there is a problem. Not preventing them.
I carry a gun 'cause a cop is too heavy.
All that being said, an employee complaining about pay scale has no merit, are they not aware of the pay when they were hired?
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ADT - Horrendous!!!
Posted by on
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 (Lisa) 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.
     
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bcd on 2010-01-14:
Is the $60.00 part of the $105.00? Have you paid the $105.00 in full?
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Avoid ADT!
Posted by on
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 is 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.
     
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Principissa on 2009-04-28:
We have ADT and have never had this problem.
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Lied to secure contract
Posted by on
PLEASANTON, CALIFORNIA -- An ADT sales rep from the Pleasanton, CA office got us to sign up for service by promising us a month-to-month service plan which could be cancelled at anytime for any reason. "Nothing to lose" he claimed. In a classic bait-and-switch, the sales rep put us on a 2 year plan with a $500.00 early termination fee. We discovered this quite by accident when calling ADT for an unrelated issue. We've spent 6 months trying to work with ADT and talking to countless customer service reps and managers. All are completely unwilling to help us even though they believe we are telling the truth. One rep was as bold to tell us that ADT is in the business of making money and therefore would not alter our contract. The sales rep who sold us our contract was completely unethical in his sales tactics yet ADT refuses any accountability. Clearly the customer comes last at ADT.

We are very frustrated and very disappointed, we expected much more from such a large, well known security firm. If you are considering signing up with a security service, look around as much as possible and by all means avoid using ADT if possible.
     
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tnchuck100 on 2008-04-23:
There is only one thing to be said here. Read the contract before signing. What a salesman tells you verbally doesn't mean squat!
MSCANTBEWRONG on 2008-04-23:
You really have to ask these questions up front and read the contract thoroughly before signing. I had a sales person drop by my home trying to get me to sign up with ADT. He made the deal sound unbelievably good. He stated the service was month to month which of course SOUNDS like there is no extended contract. Then I asked him, what if I decide I'm not happy with the service, how much is the early termination fee. He looked perplexed and said that no one asks that question, but yes I would have to pay X number of dollars to terminate the service before the 2 years is up. I thanked him for his time and showed him to the door. Use this as a learning experience.
Principissa on 2008-04-23:
I agree with chuck. When dealing with a salesman make sure you get all of his "promises" in writing. That way if something like this were to happen, you have all the proof you need to back you up. You also have to read everything before you sign it. Never go on the assumption that everything you were told is exactly what you are signing.
ADTsucks on 2008-04-24:
If anyone has a complaint about ADT security or any other business, be sure the file formal complaints with the FTC (Federal Trade Commission) at ftc.gov and also with the BBB (Better Business Bureau). By doing this the pattern of abuse is recorded and ultimately the company will be investigated by the authorities and held accountable for laws they might be breaking.
statisticschick on 2009-11-09:
I agree contracts must be read, but have you seen an ADT contract? It's got 2-point font and is pages long. I tried to read it, and most of the jargon in there was legalese that didn't make any sense. When I started asking questions, the sales guy told me that it was just "standard language." Nonetheless, one part of my contract pertained to the warranty on the system, and that was the easy part to understand. But when I had to have warranty work done on my system (the system stopped working within the first year), that was like pulling teeth. ADT didn't seem to want to honor that part of their contract at all. I have dealt with plenty of services that require signing contracts and I'm usually able to get a straightforward answer. However, ADT is not a company that will make anything easy and they really treat customers like garbage. Stay away!!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Paying for nothing
Posted by on
Rating: 1/51
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 22hrs:

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 you steel gate aggravating your anger.

ADT answer these questions :

1. What am I paying for?
2. Are you an official scam to devour our hard earned money?



     
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trmn8r on 2012-11-01:
I don't have a clue what happened here, but I sense that ADT let the OP down.
leet60 on 2012-11-01:
In general, most local police departments find ADT, personal home alarms and the like "annoyances" at best. While they may offer a basic semblance of protection, more often than not customers activate an alarm accidentally and the majority of calls to local police are false alarms. This ties up an officer's time and many municipalities have instituted a policy that these calls are a low priority.
CUontheFlipSide on 2012-11-01:
I don't either Trm, but I can picture this. ADT receives an alert from the property and they contact the homeowner and ask them not to enter until a patrol car reaches the property and inspects it. When the homeowner does enter, they are asked to remain on the phone and confirm to ADT that they are secure. ADT follows up with an onsite visit to ensure that all is well. That would sound like pretty good service to me, but without the rest of the story, we'll never know.
pm on 2013-03-22:
Worst service I have ever encountered. Paying for nothing! They force you into a three year contract without possibility to cancel. It is a ripoff. my alarm went off and no one called or showed up. Stay clear from ADT, the worst company ever!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Customer Service
Posted by on
Rating: 1/51
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.
     
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trmn8r on 2012-07-08:
Are you saying that it was not set up right in the beginning? What was the technical issue?

I don't believe this report is typical of ADT's work - some more details would be helpful.
bcd on 2012-07-08:
They need to receive your termination letter at least 30-days prior to the end of the agreement or you will be automatically committed to another year. Be sure to send them the termination letter via certified mail.
ok4now on 2012-07-09:
ADT is a rip-off!! They make their money by sucking you into a 3 year contract, usually about $35.00 a month. Do the math..this is a whopping $1260. Their system is a rental, you don't own it. It is monitored in Boca Rotan, Florida which is not local. Don't expect great service. They have huge advertising costs that you are paying for, not service. Dump them.

I went with Citadal, a local established company. Only a one year contract at $20 bucks a month and you own the security system with no further obligation. The monitoring is local so an alarm call produces a fast police response. I'm very happy with their service.
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ADT telling lies to customer
Posted by on
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.
     
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Venice09 on 2010-07-18:
I agree, that's some fancy footwork on the part of ADT. But I have to ask.. did you read what you were signing or just take the guy's word for it? Not that deception is ever right, but you still have to be responsible for what you sign.
bcd on 2010-07-18:
My personal experience with ADT is that the sales reps say one thing and the written terms of the agreement indicate something different.
tnchuck100 on 2010-07-19:
As with ANY subscription based service (satellite TV, cell phone, "free credit report", etc.) salespersons are interested in one thing only - A SIGNED CONTRACT (and sometimes it is only implied) to get their commission.

ALWAYS read what you are about to sign. What is verbally told to you doesn't mean squat. ONLY what you signed counts.

These companies have no regard for what you termed a "loyal customer". They definitely have shown you that means nothing to them.

In the future get any changes to services in writing BEFORE the changes are made.
ENOUGHGarbage on 2011-07-06:
ADT never"puts anything in writing" unless it's a contract. I tried to have them put my moving costs to a new address in writing and received a flat out refusal to give me even an ESTIMATE.
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ADT owes me $1035.78 for double billing
Posted by on
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 can not 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?
     
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BEJ on 2010-01-13:
Take them to small claims court. Check the limit for your state but generally I believe the limit is somewhere around $3000-$3500.
tnchuck100 on 2010-01-13:
As long as you will continue to tolerate their stall tactics they will continue. As BEJ suggests, file a small claims case against them. When they are served they will come talk to you about a settlement. Don't settle for the $1035.78. Include your filing fees and something for the hassle. Don't get greedy. Be reasonable. If you end up in court ask for interest from the date of their error. Good luck.
goduke on 2010-01-13:
Good advice, bej and chuck. Clearly they are not wanting to pay back what they overcharged. I would love to hear ADT's thinking on why they think they can have to services going at once.
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I need my money back - now!
Posted by on
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 miss used 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.
     
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Anonymous on 2010-01-08:
Go to your bank and see if they can't stop the draft. It may entail closing that checking account and opening another. A pain in the buttocks, but you may have no other choices.
Anonymous on 2010-01-08:
You can place a stop payment on ADT, but the stop expires after 6 months. And if ADT submits a debit that changes a minor detail, it will slide right past the stop payment.

Changing accounts may not help. Often, banking systems will automatically redirect the debit to the new account.
tnchuck100 on 2010-01-08:
By golly, Ken, we agree on this one 100%. His only guaranteed fix here is to close the account and CHANGE BANKS.
Anonymous on 2010-01-08:
You have a valid argument but it has nothing to do with today's economy. Wrong is wrong. They're obviously messing with you as there is no reason an "investigation" should take 30 days. I know companies do this which is why when I settled an account with three payments I used a money order for each one.
Slimjim on 2010-01-08:
No, you can do a reversal of all the money ADT drafted right now, specifically disputing their authorization to do so. Something they will not be able to prove otherwise. You can also deny any future drafts from that company for any reasoning, whereas your bank will not authorize any further drafts from them.
The sticky part is you need them to monitor your place so I don't know how that will go over as this escalates.
Honecker on 2013-09-02:
The company doe not pay the employees right.There is a lot of micromanagement.
Why would you paid someone to pay
9-11 for you when you can do it for free.
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