ADT Customer Service Issues

Subject: Issue with Visa Gift Card Redemption Dear Community, I've been struggling to receive my $[redacted] Visa gift card after signing up as a new customer with ADT. Initially, I opted for the gift card instead of extra equipment when offered by the sales associate. Despite completing the necessary certificate, submitting all requested documents, including the $4.95 for shipping, and mailing everything to Mpell at the beginning of November, I haven't received anything. When contacting ADT, I am directed to Mpell, who claims they have no record of my account due to it not being sent over by ADT. This frustrating cycle continues without a resolution. I simply seek the promised gift card or a refund of the $[redacted] to my credit card. Thank you for your attention to this matter. Best regards, Nicolas A. B. [redacted]

I am seeking assistance regarding my recent experience with Protect Your Home, a Premier Provider for ADT. I encountered miscommunication about potential fees for service trips which was not disclosed upfront. Initially, multiple representatives assured me there would be no trip charges related to monitoring, but after installation, I found out otherwise. This lack of transparency led me to question the integrity of this company compared to others like Vivint who openly disclose all charges. I request written confirmation of the $25.00 trip charge as mentioned by an ADT representative. Furthermore, I need clarification on the billing discrepancies regarding equipment costs and the incorrect technician's name on the contract. I urge for accurate documentation to be sent to my email address for clarification. Thank you. ----- Good morning, I would appreciate a callback at [redacted] for the mentioned issues and corrections. 1. The lack of clear documentation on the $25.00 trip charge needs to be resolved to prevent any future changes. 2. Billing inaccuracies related to equipment costs and incorrect technician information require immediate correction. Please send the necessary paperwork to my email at [redacted] Thank you.

I had a scheduled installation today between 11am and 2pm. Unfortunately, I missed a call from ADT at 8:50am while I was at work. Upon returning the call, I found out the appointment had been canceled because I couldn't answer earlier. Despite trying to explain my situation, the representative, Leo, was not accommodating. After requesting to speak with a supervisor, I finally got connected with Tonya, who seemed unsympathetic to my concerns. She reiterated ADT's policy and did not offer to rectify the situation or acknowledge my lost wages. Ultimately, the appointment was rescheduled, but the lack of understanding and empathy from the ADT staff has left me very dissatisfied with their service.

I had some trouble with ADT customer service before and was transferred to the resolution team. They sorted it out by offering me a Nest thermostat and upgrading my ADT Pulse system with a new 3-year contract. The installation and upgrade were scheduled for this Friday, February 7th. However, my son surprised me by installing a Nest thermostat as a gift. I'd like to inquire if ADT could provide a garage door opener instead, considering I already have a thermostat. If not possible, I may need to cancel the installation, upgrade, and the new contract. Please let me know what options ADT can offer in this situation.

I recently came across an advertisement offering a free doorbell and camera with the installation of the ADT security system and signing up for pulse. Excited, I followed through with it. However, I ended up spending $1,[redacted] on an ADT equipment voucher, an additional $1,[redacted] in cash, and signed up for the pulse monitoring package, yet was surprised to find out that the $3,[redacted] wasn't sufficient to cover the doorbell and camera as promised. I later discovered that the equipment I received could be purchased online for around $[redacted], which included multiple cameras and a doorbell, while ADT was charging $3,[redacted] for less equipment. I am very disappointed and simply want the two cameras and doorbell that were initially promised without any additional charges.

Last December, I reported an issue to your company regarding our alarm not triggering an alert. We were told our Bell Fibe connection may have caused the problem and that fixing it would cost a hundred dollars. Despite the promise of further assistance, no one followed up with us. After intentionally setting off the alarm repeatedly without a response, we switched to a different provider and disconnected your service. Surprisingly, there was no attempt from your company to address our disconnection. On February 19th, we contacted ADT to cancel. After a frustrating call with "Lorraine" from Billing, who refused to accept our cancellation, she transferred us to the right department. During the call, instead of acknowledging the poor service, Lorraine rudely disputed our experience and threatened us with a 30-day cancellation fee. I urge you to review the recording of our conversation and address the unprofessional behavior of your employee. This kind of service and attitude is damaging to your company's reputation. Adri B., Toronto, ON, [redacted]

Hello, I am Kacie H. and the account holder is Abby B. Our contact numbers are [redacted] and [redacted]. We feel deceived because the salesperson assured us of free installation which led us to sign a contract. However, the technician later claimed the basic package wasn't sufficient for our home's security and demanded $[redacted] we couldn't afford after just purchasing the house. Our older doorbell, as promised, was unable to function properly post-installation. Despite several attempts to fix it, the technician kept canceling appointments and ignoring us until the 6-month refund period had lapsed. This lack of communication and poor service leaves us dissatisfied. We are seeking a partial refund to retain the service and expect our doorbell to be fixed promptly.

Subject: Incident Report on A4036 Road Behavior To Whom It May Concern, Today at around 12:04 p.m., as I was travelling on the A4036 towards Lye, I encountered a situation where I was unable to overtake a cyclist due to bollards on the road. The van directly behind me proceeded to use its horn inappropriately three times in an attempt to rush me, resulting in a verbal altercation with the cyclist I was following. At the subsequent roundabout, the van turned towards Chawn Hill, displaying the company name (ADT) and bearing the license plate BX19XTD. It is important to note that misusing a car horn in this manner is a violation of the Highway Code, and the driver of this van is a representative of your company. I find it unacceptable to be subjected to verbal abuse due to the actions of others. The driver, as a representative of your company, should exercise more caution and patience in traffic situations in general. I am eagerly anticipating your response to this matter.

I previously had ADT security installed at my house after the company I had before (Broadview) was acquired by ADT. I contacted ADT in June [redacted] to deactivate and cancel my security system at [redacted] Crestwood Drive, Houston, Texas [redacted]. Despite cancelling the service, I discovered that ADT has been collecting payments from my Bank of America account through direct debit, indicating that the billing was never stopped. The account for [redacted] Crestwood no longer exists, and I believe I should receive a refund for the charges after the termination in June [redacted]. I still have a separate ADT account for [redacted] Hidden Hill Lane, Magnolia, Texas [redacted], under my daughter Nina P.'s name, which is active and paid through direct debit. I hope ADT can rectify this situation promptly.

I have been a loyal customer of ADT for the past 10 years. Recently, I contacted ADT for technical assistance, but instead of helping me, they tried to upsell additional services. I had previously arranged for a technician to connect our existing system to our new phone service, but two sales representatives tried to push unnecessary upgrades on us. I feel that our privacy was breached when our phone number was shared with the sales team without consent. This experience has been disappointing, and I am considering discontinuing my ADT service. I would appreciate it if someone could contact me at [redacted] to address this issue promptly. Thank you. - Yashesh S., Owner of Pari's Inc doing business as Pari's Mount Pleasant Convenience in Brampton at 60 Commuter Drive.

Dear Complaint Department, I have been a loyal ADT customer for over three decades. Despite contacting your customer service in January, February, March, April, and May of [redacted], I have not received a satisfactory response. Each time I was promised a callback for a resolution, but regrettably, no one from ADT followed up as assured. The issue lies in the fact that the front windows, consisting of 5 sections, were never linked to ADT's system all these years, a discovery made by an ADT technician supervisor in January [redacted]. Despite multiple service calls with no previous technician identifying the cause of the alarms, no action was taken. We have been left in the dark after assurances of contact for a settlement. Therefore, we are requesting a refund equivalent to 20% of the total premium paid over the 30-year period as we unknowingly paid for services we did not receive. Thank you for your attention to this matter. Sincerely, S. S. [redacted] Fieldston Road Bronx, NY [redacted]

I am concerned about the high cost of my monthly ADT bill, which is currently $53.99. In light of financial challenges, I may not be able to sustain this expense. I have seen advertisements on TV for ADT services priced at $28.00 per month, which would be much more manageable for me. I am interested in learning more about this option. My account number is: [redacted]7. If a reduced monthly fee is not possible, I would like to explore the possibility of deactivating the alarm service but keeping the smoke detectors and entrance detector active. Your assistance in this matter would be greatly appreciated. Thank you, D. S. Depoe Bay, Oregon

I am encountering issues with 10 sensors that needed replacement with ones compatible with my updated ADT system. Another 14 sensors from the old system require a translator in the panel to function. Yesterday, I had the 10th sensor replaced. Today, I contacted customer service to arrange for the replacement of the remaining 14 sensors simultaneously, to prevent any inconvenience when they fail. Despite being a loyal customer for over 35 years, I was informed that each replacement would cost $[redacted]+. I strongly believe these replacements should be offered at no additional cost, especially since the previous 10 replacements were complimentary. After being transferred between sales representatives, I am considering switching to a different security provider if this matter cannot be resolved satisfactorily.

We have been loyal ADT customers for 15 years. On June 20, [redacted], Benjamin Stroupe helped us transition from our old address at [redacted] CR 13, Goshen, IN [redacted] to our new apartment at [redacted] Fleming St, APT [redacted], Granger, IN [redacted] by signing a new 3-year contract for the Blue Equipment. It is July 10, [redacted], and despite the charges for both the old and new services, we have yet to receive the new ADT Blue equipment. There is a pending balance from cancelling the old contract, and the new system activation is awaited to clear it. We urgently need the equipment, a credit for the old and new service charges, and a resolution to the pending balance withdrawal. Please reach out to me at [redacted] at your earliest convenience. Thank you, Charda.

I recently ended my service with ADT due to dissatisfaction with the service and a persistently pushy salesperson. I was advised by a representative that under Colorado law, I had three business days to cancel and scheduled the removal of the equipment for July 27th, [redacted]. However, the salesperson now claims it was not within the three-day window. The installation began on July 11th, with a focus on temperature control, which never functioned properly. By July 15th, the third day, I requested the equipment to be removed, which was agreed upon. I wish to avoid involving the BBB or the Colorado attorney general, but will do so if necessary. As a retired combat veteran of 21 years and a 75-year-old individual, I hope for a resolution to this matter without escalation.

I was enticed by ADT to sign up with them and they kept showcasing a smart thermostat. However, upon completion of the install, they just left the thermostat for me to install on my own. Being a 75-year-old retired 21-year combat veteran, I was not comfortable with this. I promptly requested the removal within three business days. The ADT representative assured me of a removal scheduled for Monday, July 26. Unfortunately, they contacted a pushy salesman who tried to persuade me with extra cameras and other incentives. I made it clear that I only wanted the thermostat to work or the deal was off. Despite my stance, the salesman claimed I had changed my mind. Moreover, the monthly price surged from $51 to $60, with a hefty penalty for cancellation. I am considering reaching out to either the BBB or the attorney general for Colorado. TSgt Lynn Nolte.

My telephone has been out of order for several days. I manage my banking and ADT payments monthly through Bank of America's bill pay. The bank now requires a code sent via telephone to access my account, which I can't receive due to my phone issue. I request ADT to send my bills by mail to avoid missed payments. Being 93 years old, I'm troubled by such inconveniences. I strive to maintain my excellent credit by timely bill payments. Kindly confirm via email that ADT will send future bills by mail to ease my concerns. I believe my payments are current through August. Thank you. Ella J., [redacted] N. Carlin Springs Road, Apt. [redacted], Arlington, VA [redacted], Account No. [redacted]6.

Regarding the recent price increase, when my contract ends in a couple of months, I plan to cancel my service with ADT due to several issues. Initially, I did not receive the latest system as requested based on the price paid. I faced challenges with adding sensors independently as my system was not configured for it. Connecting my ADT system with my smart home system has been difficult or impossible at times. The control panels were not strategically placed, and communication with a third-party company for support has been frustrating. I have encountered specific problems with my system, like a controller not detecting sensors and persistently showing a low battery status despite being plugged in. Given my location on an island in NC prone to power outages during hurricane season, I am concerned that cutting power could bypass the alarm system. While the phone line is cellular, the reliance on electricity for the controller raises security doubts. The lack of guidance and responsiveness from the installing company has also contributed to my dissatisfaction with the service. Overall, I feel unsatisfied with the system and support provided by ADT and am exploring other security company options.

I am incredibly disappointed and unsatisfied with the service I've received. Our remote/cellular app stopped working on July 17th. Despite numerous calls and hours spent on the phone, a new contract was signed on July 31st for an upgrade, but we have been unable to secure an installation date. After being told it might not happen until the end of September, I expressed my frustration and indicated we would cancel the contract if the installation is further delayed. After being loyal customers for over 7 years, we had hoped for better service from ADT, but it seems that's not the case. Best, C.H.

Account [redacted] Dear Customer Service Team, My mother, Eula Mae Oliver, owned a property at [redacted] N Spades Road in Sunman, IN, with an ADT-monitored security system. Unfortunately, she passed away on May 16, [redacted]. Her husband Charles Oliver, whose name is on the account, passed away before her. I have attached copies of both death certificates for your records. Today, I called to cancel the alarm monitoring service as the property has been sold, with the closing taking place this morning and the new owners moving in today. Initially, I was informed by a representative named "Bree" that it would take 30 days to cancel the account. When I requested her last name initial to document the call due to the account holder's passing, she refused. After speaking to "Bree," I was transferred to a supervisor named Denise, who acknowledged the error and attempted to transfer me to the monitoring department to cancel immediately. Unfortunately, the call got disconnected. I urgently need confirmation that the account has been canceled, as the property is now under new ownership. Thank you for your prompt attention to this matter.