ADT Security Services - Aurora, Colorado

Lady J.

On December 22, 2024, I contacted ADT regarding the sensor on my back basement door and to configure the system to allow me to arm my home when departing from the back door. Technician Matthew Jackson, assisted me with this and I also inquired about a key fob.

Matthew asked if he could review my account, to which I agreed. He thanked me for being with ADT for over 13 years and informed me that I had a $374.00 credit on my account. He proposed an upgrade to my system, noting that it had never been updated since its installation. He explained that with the credit on my account, I could upgrade my system by paying only $104.94 upfront and nothing at the time of installation. As I pay every three months, my subsequent payments for monitoring would be $75.67, $75.61, and $75.62 respectively. Matthew specifically stated that no funds would be due at the time of installation. I confirmed this again with Matthew, and he assured me that no payment would be required during installation.

However, when the ADT technician arrived to install the upgraded system, he initially began the work but then requested a payment of approximately $75. I informed him that Matthew had assured me that no payment was due at the time of installation. The technician insisted that a payment was necessary to continue the work. Additionally, ADT charged my card an extra $6.51.

ADT has not been transparent regarding this transaction. They misled me and charged $75.97 during the installation and an additional $6.51. Each interaction with ADT seems to involve misinformation or misleading information. I spoke with an accounts manager, Ava, on December 20 and explained the situation. She informed me that both the $6.51 and $75.97 would be refunded. As of December 26, I had not seen any refund, so I spoke with another accounts manager, Ivan, who informed me that only the $6.51 would be refunded and not the $75.97, which they claimed was necessary to complete the installation despite previous assurances to the contrary.

I am extremely frustrated with ADT and am considering having my old system reinstated, as this situation has been mishandled and misrepresented.

Dawn D.

I wish I could give zero stars! We've been arguing with ADT for several months because our service was bought out from another company. they "offered" an $8000 upgrade (at our expense), and 6 different people told us we'd get a refund of the MONTHS of service we didn't have. Now, a month after we canceled our service with them, we will not get a refund (that we were promised), but we are being charged a cancelation fee and 2 maintenance trip fees. Beware of the awful customer service ADT provides its LOYAL customers 😐

Stacy A.

In April 2022, I was contacted by ADT after purchasing a new home. They offered me a special deal with no equipment fee and a monthly service charge of $63. A year later, I decided to add an extra camera to my home and contacted ADT to inquire about the associated fees. A salesperson informed me that there would be a one-time installation fee of $10.23 and a nominal increase of one dollar to my monthly charge. Satisfied with the explanation, I proceeded with the installation, and the Google Nest camera was successfully added to my existing package.

For several months, my bills reflected the expected amount of $64 without any additional charges. However, I recently noticed a monthly charge of $10.23 charge which took me by surprise. I never received any communication regarding this charge or its purpose. When I reached out to ADT, I was informed that I would be paying over $600 for the installation of the one camera over the next 60 months, equating to the $10.23 monthly charge. This exorbitant cost is absolutely unjustifiable. The camera itself is available online for less than $200, and the installation simply involved integrating it with my existing app and mounting it outside. Charging three times the amount for such a simple addition feels fraudulent to me. Furthermore, the initial explanation provided by the salesperson seems misleading in light of this situation.

To make matters worse, I don't even receive a separate bill for the $10.23 charge, leading me to believe that ADT intentionally conceals it. While I do take responsibility for not fully understanding the details of what I signed up for and relying on the sales representative's assurance of a $64 bill, I firmly believe that ADT should rectify this issue. I would like ADT to remove the camera and refund the money I have paid for the installation. Very Shady practices!!!

Vero R.

I have been with ADT for 2 years. On one occasion my alarm went off, at that moment I logged into my account, only for it to say "it can not connect" moments after the event passed I was able to connect with no issue. After the first year with ADT my doorbell camera battery died and will not hold a charge. ADT has yet to rectify the situation, only finagled ways to get more money by "sending a technician" to install another faulty camera that died 2 days later. After calling Account Management I was informed if I terminate my contract early I would be charged over $900. No customer should have to spend hours on hold/trouble shooting with customer representative, yet alone take time off of work to meet a technician. This service is unsatisfactory. I would like ADT to acknowledge their downfall and take accountability.

Wendy N.

BEWARE! My mom just lost her husband and is moving. I called to cancel service and sat on the phone for a good hour when the call got dropped. When I was able to get on the phone with someone, the man I spoke to was so very rude, almost angry I was disconnecting the service. I was going to continue the service on the new house until I was rudely spoken to and told I had to give a 30-day notice. So now I have to pay another month.
I will definitely not go with this company again! Every person we spoke to 1 out of 4 was helpful and kind. Sadly, customer service with this company is the worst!
Getting ahold of someone is time-consuming, and they drop calls. So after using them for over 20 years in my parents' home, you are nothing but a pain for this company. No one even bothered to ask if we wanted service at the new home of my parents. So with that, I will be canceling my service at my home as well. These big companies need to bring back good customer service. After talking with my sister and my brother, they will be canceling their service as well at their homes! This experience has been a nightmare!

Jay Z.

ADT is a corporation marketing itself well. However, their actual policies do NOT benefit their customers. The actual service reps are not the problem. It is the scripted rules they follow. I switched to Vivant and they even did a "contract buy out". Ironically, ADT failed to disable auto pay on my card (cant do online) and charged me 3 more months of service. I can't get it back unless I dispute the charge with my bank. Now, the "early termination fee" is almost $600. Of that, they took out my auto payment credit. Not what I wanted... I should not have been charged at all, and had a final bill of only the early termination fee. On the surface, it may appear to be an error in billing, but multiple calls me stating terminate service, should have stopped the extra quarterly charge. There are better security company's out there, I know, I switched (although I have had them concurrently in another home). How can ADT claim it is #1? You only have to look at reviews like this one. It could happen to you.

UPDATE 12 Aug 2020

ADT contacted me for my troubles and my matter was settled. I am hopeful that more customers will be helped as a result. I was not aware ADT had a group of people that "really" read customer reviews and ACTUALLY help customers with issues. This represents a significant tool for anyone.

With that, I encourage anyone to post positive and negative reviews to keep this trend going.

Thanks ADT for reading mine and making it right.

Michael N.

We signed up for service with Safe Haven security service and they TRANSFERRED the service to ADT. We never signed a 3 year contract with ADT but they are trying to force us to pay a 600 dollar cancellation fee when we sold our home. THIS IS FRAUD

Adam E.

This company has been terrible to deal with. My family will never use ADT services ever again.

Wife was pressured at our house to get the system. She conviced her we would get a lower mortgage rate with their system. Absolutely not true. It actually raised our rates. Go figure.

We've accidentally set our alarm off more than a few times and never once got a call of concern.

Need to get ahold of their support number? Forget it. Youll be on hold for hours. Oh wow. You finally get a rep? Let them put you on a "breif hold".... 45 minutes later you may get back with someone.

Want to finally cancel your service after the exhausting 2 year force period? Count on them charging you anyway on accident so you have to get back in line on the phone. You already know how that goes now. 154 bucks after we cut our service! Working for a refund now

Dont use them! Youve been warned!