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.

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.

ADT specializes in locking you into a plan and forgetting about you. Ever hearse of the term "lock in." it's what keeps companies like ADT in business. They're banking on the fact that when you spend so much to have one of these alarm systems installed, it's very difficult and expensive for you to switch to another provider, which means you'll generally remain a customer, no matter how bad the service is. And as others have noted, it is awful. They recently sent a freelance contractor out to replace the wireless system panel in the basement from 3G to a more up-to-date cell communication method. He botched it and a few days later, all the alarms started going off at once. I called ADT and they said they saw nothing wrong on their end and that they could send someone out in a few weeks to take a look. They could literally hear the alarms blaring in the background (the decibel level was horrific, and I had to go around and rip the wires from the units to silence them). Then I kept getting calls from an ADT system over and over saying that there appeared to be something wrong and to call them. A few weeks later a technician came and acknowledged that the guy had screwed up the installation. They redid it. Then recently I had a problem with one of the smoke detectors and a technician came and said I should order replacement batteries from ADT because I was on the free battery replacement plan. This had been the case for years (25 to be exact). But when I called ADT they said the plan did not cover batteries (which cost $18 apiece -- not exactly cheap). Previously, I had spoken to a customer service agent to set up the appointment, and they too said I was covered under the battery plan. So now two representatives from ADT have said I'm covered and one said I was not. How bad is ADT's computer system that you get such different answers? Also, when I do replace batteries myself, the alarm goes off but I don't hear anything from ADT. They used to call to make sure there wasn't a problem. Now, nothing. This company is horrible.

ADT Solar had no idea what they were… ADT Solar had no idea what they were doing when they entered the Solar business by purchasing Sunpro Solar. Within 2 years they destroyed the best solar company in the US. And pull out of the solar business leaving customers uniformed as to who to contact for questions and services and having to rely on subcontractors for warranty and repairs with no skin in the game and no sense of urgency to take care of the customer.

Worst experience ever Worst experience ever! The sales man was excellent, then the technician came the following day and we had to literally throw him out of the house . Rudest person we've dealt with. He trashed the salesman, kept insisting he go upstairs to assess things. We told him we didn't need anyrhing done there,we only wanted what was agreed on. He wouldn't listen to us at all. How they can keep sending this guy out is beyond me. Two friends described him and said they both had the same experience. Wise up ADT