Please make sure you read the contract thoroughly.
I tried to cancel after my contract ended but only to be told that there was another contract somehow in place and i now had a $500 fee and that the equipment was not going to be mine after having it for over 3 years?!?! The sales people will not tell you about these hidden things.
No happy Jane
ADT installed a very simple security alarm in a pensioner's house, after three years I still get invoices for services I did not request very demanding and expensive CO. No recommend ADT for pensioner simple house No happy Jane!
Cancelled after 20 years and got charged extra fees
After using ADT services for 20 years, we were offered a lower fee monitoring service by another company. We called ADT and asked if they would price match. They could not and we informed them we would like to cancel our subscription. We were then charged for a contract ( which we do not have any record of signing) cancellation fee as well extra monitoring fees for the months after cancellation request on the phone. Every time we called customer service, we had to tell all the history again which make us think that they do not use a proper CRM...software. We have never been any emails acknowledging our phone calls and when we contacted them by email( as we wanted written evidence) we got a response from a debt collection agency. Very poor customer service.
Rediculous service, Do not waste your time and money with ADT
12 days ago sales rep got the contract signed for $10k worth of job at my business, since then he stopped responding to my phone calls, then he emailed me confirming my installation would take place this week, then I got a call from ADT installation team telling me that they do not have enough cameras, therefore, the installation will take place next week, I am unable to operate my business until security is up and running, I have made numerous complaints and have not even received a response after 7 days, I would not recommend ADT at all, there are many other companies out there even CHUBB is rediculous, theses jokers have no regard for their customers what so ever, do not waste your time and money.
Customer service the worse
For more than a week I have been trying to get a quote for a yearly monitoring price as a third party will be paying the bill for our security system. This needs to be a written quote. Despite 3 phone calls and an email ADT appear to be incapable of supplying a document that states the yearly cost. The people we speak to don’t even appear to understand what we are asking. Customer service is a joke.
Secret contract clauses!!
Unable to cancel within 3 years, and will continually increase your monthly billing rate. If you ring up and question that, they may give you a discount for a few months
I got my alarm system, after my new house was broken into before my keys were handed too me. Payed for the system outright, did my 3 years of monitoring. The battery died a year and a half in also more $$$... now I want to cancel monitoring have rang 3 times only to be told... I see here you've payed for the system but you are still hiring the the system from us and if you want to cancel you can pay $400 or we can remove the system WTH... Please tell me if I have payed for something how does it still belong too you.....if i go into a shopping centre and buy some groceries , does that mean they can charge me again if i want too cook it. So I'm now stuck with monitoring at a low price for 12months. MEH
The person calling was very clear and provided me with the information required! An easy telephone conversation! So far would highly recommend
We have a ware house and had issues with the alarm from the last 4 days it should be fix on urgent bases but they can't fix there product on time, need another 10 days to send there technician . Please don't use there service not reliable.
Terrible customer service all billing was incorrect trying to speak to someone is impossible wish we never used them for our business
Worst Experience Ever- Do not Use ADT
Got a quote, accepted in good faith
ADT forgot about us for 2 months Installer turned up with partial system being door alarm no cameras no sensors and then advised what we were quoted for wouldn’t even do what we required.
No work done no materials left onsite due to entire job needing to be requoted.
Requote attempt was ridiculous sales rep hated installer both bitching about each other.
So we cancelled the entire job and offer.
Months go by - December days before Christmas - they attempt to charge me $2000.94 from my account on the moni...
Atrocious customer service -
Called ADT for URGENT call out as alarm system was not working or responding to alarm code. The continual high pitch beeping could not be turned off even when the code was entered (as advised by ADT). The beeping was so loud trades left. ADT Technicians refused to assist!! Have been a customer of ADT for over 15 years. Not any longer!!
Service not the best
We have been with ADT services since before the sale of our previous security services which was bought out by ADT, all up some 15 years. Since the sale of our previous security services to ADT, we have experienced increased fees and decreased services. Today for example, I rang to inquire why I received a letter about increasing of fees which did not match my current payment plan. Thinking this was a servicing call as I selected Servicing on the IVR, I was put through to "Credit" who told me "Sales" deals with that query so she will put me ...through, came back to "Credit" as lines were busy to be told, you need to dial again (at my inconvenience and cost of course) and press 3 for "Sales". There is no specific Sales option for my servicing call on the IVR. Sales simply said just ignore that letter and could give no answer around why I am receiving a letter about increase to $59.26 when my current invoice shows $88.61 with no line items that match the charge on the letter. When I asked whether they should do something about sending out irrelevant letters that don't match what I am being currently charged, the operator did not seem that fussed. A servicing or improvement culture clearly not important to ADT.
Poor product and service
We have a jewellery store and had issues with the alarm for last ten days despite four phone calls the problem is not fixed and no technician sent to check. We are moving away.. Do not use them
Worst - Poor customer service
Contacted 6 times due to tech problem via email, web and phone but no reply. Meant to be a security service. Been a customer for 11 years.
Update 02/01/2021 - I contacted complaints department requesting an urgent call from the manager as our alarm system is not being monitored properly.
Update 05/01/2021 - it’s now 4 days later and still no call back from manager and house still not securely monitored. Stay away from them.
Account Department Useless.
Signed up for back to base monitoring of our alarm. All good while we were paying the system off as part of our monthly monitoring fee. We'd finished paying for the system and then CoVID hit. We wanted to cancel our account as we are working from home and no longer needed alarm monitoring. That's when it all went sour. Lost track of how many times we had to contact them to tell them to stop taking out the monthly fee. After they finally agreed to credit back the last monthly fee, we're still waiting and it's coming up to 3 months and still haven't seen the refund.
Very disappointing service
New customers of ADT we were surprised to receive a $500+ bill for a long and overly inclusive (history of the company, how the app has evolved...) introductory home visit, with an additional 2nd call-out fee and charge because the first technician was unable to set the emergency code (had been 'out of the game' for a while - we have no problem with this, but don't re-charge us). No disclosure that technicians charged per 15-minutes on-site! I let the first one do his full spiel out of politeness despite running late for another event! Website ...states "You have the right to make a complaint and we will make sure you're happy with the proposed outcome before we proceed...". We have had zero response to our complaints about this invoice, aside from a disconnection notice and referral to a collection agency for recovery action. I do not recommend this company.
Well tried since mid November to get a new alarm system as my current ADT one is apparently worth putting in a museum... ie not compatible with nbn, got 2 wildly different quotes over the phone,, asked for them to be sent to me by email so I could see what I was getting before placing an order. Finally mid December got all I needed from a matter of fact helpful and it was followed by the email I requested.
Having placed my order, I am now waiting for the actual paper workk and setting up of said alarm
They were hopeless for the whole time I was with them. They increased my fees without letting me know and when I canceled their services they made me pay for someone to come out and take their equipment
Very quick and efficient testing of my equipment
Very quick and efficient response timeframe - 1 day turnaround for maintenance and testing of my security system. Thank you Clint
Questions & Answers
Re calling for an Ambulance - where are ADT operators located? Are they in Australia?
Does anyone else think its odd that the majority of the (26) 5 Star reviews for ADT are from " customers" that have had the system for years....I mean, who looks for a product review site and then writes a positive review for a company after 2, 3 or even 5 years? I can understand someone writing a positive review just after installation, but 5 years later....hmmm
Hi, my answer to your point. Monitoring your alarm, is a long term value.Hence, its only any good, when broken into. Hence, if your paying $12pw, under a 36 month contract, and the alarm goes off after 2 years, its cost you $1248, you expect service. ADT, are useless, no customer service.
Those reviews are from ADT Management
Why are ADT quoting $1016 to convert an alarm system for compatibility with the NBN when the RAC are quoting $349 and others are offering to do the conversion for free?
Why are ADT quoting $68/month monitoring charges post conversion when the RAC are quoting $35/month and others are offering $38/month after free conversion
Because they’re corrupt
I was told by ADT I would have to have a new system put in because NBN was not compatible with my system. This was over 12 months ago and I am still using my original ADT alarm with no problems. Still works and if I test by setting off my alarm they still phone me back as they are monitoring my alarm still.
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