ADT is awful when it comes to Costumer Service They are unbelievably slow and inefficient. Spend hours over the phone and all they could do was passing me from one department to another. It’s like they hired the least knowledgeable people with least experience and asked them to answer the phones. Their system definitely is inefficient and not working. Their security system might be good, but horrible costumer service experience I had. Even talked to several account managers and they also were the same, passing the hot potato to the next person.

Their equipment and service is garbage Their equipment is garbage, customer service not much better. You can’t understand what 1/2 of them are staying and whenever there is an equipment issue, they just pass you off to another associate who also can’t help and so you get passed to someone else and on and on! It’s a joke!

I was an ADT customer for over six… I was an ADT customer for over six years. The service was passable until I moved from Georgia to Texas. I contacted ADT to transfer my service, expecting a straightforward process. The agent seemed eager to assist and even offered a free system for my new home. However, a supposed $5 fee turned into a $250 charge. When I attempted to rectify this, I faced a marathon of over 14 calls and 6 hours, speaking with multiple agents, some of whom were rude and condescending. Despite promises of assistance, I was repeatedly put on hold (longest wait was 50 mins), shuffled between departments, and required to reverify my identity and explain the situation each time, all without resolution. I was told I would receive a call back, which never came. Two days later, I contacted them again, only to be told I had to return the "free" system before any refund would be processed. They claimed it would take 7 to 10 days to refund my money after returning the system, which was frustrating given the immediate nature of the original charge. Then, “we will send you a new system and re-setup your account”. This made no sense. Ultimately, I decided to sever ties with ADT and requested a cancellation of my service. They informed me that cancellation would take 30 days during which I was billed for another month. Despite assurances of cancellation, I had to follow up again after being notified of a failed security check on my system (duh, it doesn’t exist anymore) and being charged another monthly fee. They finally confirmed my account was closed and refunded the last monthly payment, though not immediately. This experience showed me ADT's inefficiency and poor customer handling, especially in rectifying their own errors. Their process seems designed to discourage problem resolution, leaving me to question their efficacy in actual security situations. I will not be using ADT again and advise others to consider their customer service track record when choosing a security service. Update: they replied below asking me to take yet another step to fix their error. They clearly don’t understand customer service. There is no fixing it at this point. ADT had a ton of opportunity to fix my issue. Considering that all you find online about their customer service are complaints, they should be proactive in handling these issues. Maybe fire whomever runs their customer experience division. Start there.

No moral compass and terrible customer service I read other bad reviews and I totally agree that this company has no moral compass and horrible customer service. I have called so many times and escalated my complaints and it is a joke. They took advantage of my 88 year old mother who has macular degeneration and not able to execute a contract . I put a security system in my mom’s house and I was told it would be about 600.00 . I did add 3 nest cameras. The installer ended up putting in 21 window contacts and totally oversold my mom. I was doing errands locally and I asked him to call me when he was close to finishing. He never called and just left. The installation came to 2700.00 and my mom did not sign a contract. My copy had a black X under her name . I am my mom’s POA and I told him I needed to go over this. He turned in a contract with a forged signature. I started a fraud process 5 months ago and each time they promise to get to the bottom of this. This is such a despicable company that would take advantage of an elderly person that can’t see and has hearing issues and tries to pretend she could sign a contract . I will not give up because of the principle of it. I just wanted to warn others about these contracts- be careful about the oversell and lack of accountability.

WONDERFUL CUSTOMER SERVICE! Today April 4,2024 I spoke to an ADT tech named Matthew. He was so amazing. We had a service call for our cameras this morning; however, the notifications on my phone was not fixed. So I called ADT and spoke to Matthew. A WONDERFUL KIND RESPECTFUL GENTLEMAN WHO KNEW HIS STUFF. HE DID NOT MISS A BEAT AND MY NOTIFICATIONS ARE RIGHT ON!!! If I could I would give him a million stars. It took him a while but he never got tired of helping me. Thats what you call GREAT CUSTOMER SERVICE! THANK YOU MATTHEW. PENNY MADDOX SMITH SHELBY NC.