ADT complaints: How to file a complaint to the corporate office?

Jan. 23, 2023, 1:27 p.m.

The response from ADT was quick and appropriately apologetic. The employee who called from their corporate headquarters arranged for a technician to come out--and that visit went exactly as planned. To be fair, it will be some time before we know whether the "fix" that the technician made will "stick"; previous supposed solutions have lasted only for a matter of weeks. But I am grateful to No No No for getting the process moving.

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Jan. 17, 2023, 4:48 a.m.

ADT resolved my issue in a very timely manner and they were very willing to help. I was very satisfied with the outcome.

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Dec. 5, 2022, 2:51 p.m.

No No No..Yes Yes Yes is the way to go! Was having a communication problem with ADT finally went through No No No and they (he) got it done for me! Got tired of calling ADT with my problem only to hear your "expected wait time is 6 hours!" Wow, who wants to hang onto the phone line for 6 hours? Went through No No No and got my problem fixed to my satisfaction in no time at all..Highly recommend them. Good people, kept me updated should I ever need help again I will be back, thank you..Don't waste your time calling ADT call No No No they'll get er done for ya!

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Nov. 28, 2022, 5:40 p.m.

Absolutely will refer to anyone I know

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Nov. 22, 2022, 2:41 p.m.

ADT finally got in contact with me thanks to No No No and came and resolved my issue after a month.

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Oct. 22, 2022, 2:24 p.m.

They really did not take any initiative to solve any problems. They were not fully prepared to really support clients who were transitioning from Ackerman to ADT despite the fact that they bought Ackerman and that supposedly that happened a year ago. I had to spend long waiting times over several phone calls to see if I can find someone half way reasonable. It was work to find someone like that, but at the end I finally found someone when I called attempting to cancel the service. The billing department was unhelpful and unwilling to really help. When I finally was lucky to find a decent help in a manager, the manager finally called me back using a decent phone so I was finally able to hear and he was able to hear me more clearly. He explained better the charges I was seeing in the bill much better than the billing department and he reimbursed some money for the headache they have caused. I now finally see bills that make more sense to me. I hope that stays that way. At then end I finally have what I needed, but I should have not worked this hard to just get decent customer service. The question asking me if I would be doing business with them I had to click yes because I cannot get out of the contract with them. Yes or No is not really offering the option for me to say that I am stuck and that I hope this works.

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Oct. 21, 2022, 2:50 p.m.

ADT had been giving me awful customer service and refusing to help resolve my issue and refund what was owed to me. With nonono.com to assist it was resolved within a few days with a full refund! Well worth the $9 and very fast followup to help.

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Oct. 21, 2022, 1:53 p.m.

They did nothing to resolve the problem please do not have business they are the worst customer service I have run into of my life 70 years they are a hard sell from the start and then they don’t take care of the service!!!!! I wish I had reviewed the reviews of them before I signed the contract

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Oct. 13, 2022, 11:23 a.m.

Nonono took my complaint to the officers of adt in one day where it took me 3 weeks of living, hang up and no return calls back Thank u nonono for helping us with our complaint with adt security company

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Oct. 13, 2022, 10:09 a.m.

Despite all that No No No did in contacting ADT, We never got a response from ADT. No No No kept me in the loop with follow up emails and I appreciatte their help in attempting to resolve issue with ADT. ADT finally cancelled our account but at no time did ADT reach out to us.

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Oct. 7, 2022, 12:02 p.m.

ADT PERFORMED AS I EXPECTED

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Sept. 14, 2022, 7:34 p.m.

After spending countless hours on hold and on transfers with ADT with no resolution, I contacted No No No. After 3 business days had still not heard from ADT so I let them know and was contacted by ADT within 2 hours with complete resolution to my issues. Highly recommended!

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July 27, 2022, 10:22 a.m.

I filed a complaint with the BBB and there was absolutely no response. After contacting NO NO NO, they contacted ADT upper management and spurred them to review and correct their oversight.

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July 27, 2022, 7:06 a.m.

I was directed to the sales department to update my account information with the correct information and reinstate my cancelled account.

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June 21, 2022, 8:31 a.m.

ADT is terrible and that’s the last time I’ll ever speak of that companies name. Thanks to NoNoNo I was able to get help out of my contract that was supposed to be “6 month money back” and it was literally impossible to cancel and they tried to extend my complaints outside 6 months so I was out of contract. This service was by far worth the money.

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May 25, 2022, 11:43 a.m.

I want to thank no no no for ensuring that ADT responded to my complaint. I was pleasantly surprised that they responded within 24 hours! I’m sincerely apologetic to ADT for my error in accusing them. I’m very happy that my items were found!! Thank you again very much for no no no’s outstanding service.

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May 13, 2022, 6:47 a.m.

Within hours, I received a call from an Account Manager. I spent about thirty minutes on the phone with her. During that time, my problems were completely resolved!

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March 26, 2023, 1:11 p.m.

Not sure if this come resolved my issue. I was just a coincidence. However it was shipped the same day I made a complaint. What I did not receive was a camera bag. And I thought I was getting a charger. However the charger may not been in this package. But the camera bag should have been. However I would use this company again.

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March 26, 2023, 8:41 a.m.

Home Depot was quick to reply to my complaint and the job was handled in a timely manner. Plus they have a gift card which was nice.

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March 21, 2023, 7:09 p.m.

It took reaching out via BBB, Twitter and Nonono for AHS to satisfy its most basic contractual responsibilities to us. Even then, I had to follow up repeatedly when they failed to provide reimbursement in a timely manner after I’d made contact, jumped through all their hoops, and provided the requested paperwork. Their established avenues of service were ineffective & infuriating. Their response on BBB was callous and shows no regard for customer service. I will not renew my contract with them and strongly encourage everyone to avoid this unscrupulous and scammy company.

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March 20, 2023, 6:47 a.m.

After many, many phone calls/e-mails with Vivint's Loyalty Representatives who kept telling me I owe double for cameras/equipment purchased (elevating my issue to supervisors with no end in sight... while am still receiving collection calls); e-mails to Vivint’s Owners, CEOs, CFOs, Managers, etc.; I finally received an e-mail (& follow-up calls) from a Vivint Executive Resolutions Specialist who reviewed and researched my case. My contract was finally canceled (per my request) and Vivint's equipment picked up. My deposit will be refunded as well. Vivint said they will be doing an internal investigation into why there are two contracts ($1990 & $3786) with my digital signature, especially when I only signed one ($1990) back in January 2023, which is the only copy I received. What a harrowing and frustrating experience. Glad it's over.

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March 16, 2023, 8:20 p.m.

With NoNoNo's support, Home Depot resoolved the issue. I received a call from Home Depot within 48 hours. Although, it took them 4 days, it was resolved satisfactorily. I had not gotten anyplace with Home Depot for a month. Thank you. Home Depot escalation department was very good about following up.

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March 27, 2023, 2:05 p.m. by Eugene

Dear Sirs; A lighting strike on August 2 and 3, 2022, caused a power surge and knocked out our old ADT security system. We called ADT to come out to assess the damage to the system. On August 6, 2022, a technician (Gary Lee) came out and reviewed the damage and his write-up did not state that the bad weather storm that caused a lighting strike also created a power surge that knocked out our old system. On August 18, 2022, we replaced the damaged system with a new ADT system. October 3, 2022, I filed my claim to my Home Warranty Company and the wording on the ADT Job sheet #114976821 was not accepted by them and they would not process the claim. What I am looking for from ADT is to write the following: The lighting strike due to bad weather on August 2 and 3, 2022, caused a power surge that damaged the security system at 6638 Pinefeather Ct., Bradenton, Fl. 34203 and it had to be replaced. Just by stating what actually happened to our security system, which was storm related, the Home Warranty Company hopefully accepts and process my claim. I have tried numerous times to resolve this issue with ADT and I never receive a response back. Eugene A. Smith 6638 Pinefeather Ct. Bradenton, Fl. 34203 941-758-9378 (Landline - not a text line)

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March 23, 2023, 11:25 a.m. by Aaron

Extended Warranty Issue We made an appointment to have an additional keypad installed. When the installation agreement was emailed to us it contained an extended warranty charge of $1.24 monthly. Nobody discussed this with us, or asked our permission to add this fee. We then contacted customer service to have this fee removed, but ADT stated they couldn't remove the charge until AFTER the bill was paid. Then the service tech came out and we asked him to remove this fee. But...If we didn't sign the agreement "as is", the installation would have to be rescheduled and we would be charged ANOTHER $100 trip fee. We asked the tech to remove the fee before we signed it, and he showed us that he was also not allowed to remove this monthly fee either, because this fee because this option was "grayed out" on his iPad. As of this writing, my wife has been on the phone for 45 minutes attempting to get this monthly fee removed, she's being bounced around from department to department....all for $1.24 per month. So far, she has been unsuccessful in getting this monthly fee removed from our account. Easy Pay Auto Enrollment As part of this keypad install, we had to pay the installation bill with a credit card. Then without our knowledge, our credit card was used to automatically to enroll us into "Easy Pay". The idea is now our monthly bills would be paid with our credit card (vs mailed check, our current process). We had to contact customer service (once again) to get Easy Pay removed, we assume this was completed successfully...but who knows until we get the next bill? Although, I'm sure we signed an agreement in small print somewhere which gives ADT permission to do all of these things...this misses the point. ADT is violating its customer's trust with its deceptive practices.

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March 22, 2023, 11:15 a.m. by Rani

I had services done on 3/11/2023 and paid almost $1500.00 for the items and installation. The technician didn't have the two smoke/heat detectors that I requested and paid for before he could start, so he told me that it was no big deal and he would come back and install them when I called. I have now spoken to 10 people thru chat and phone and have been told that I have to pay for him to come out and do an "add-on". The tech told me that he had confirmed with his manager that I would not have to pay any other fees. Remember now that I paid for 2 smoke/heat detectors that he didn't have and the installation. So my issue is that I want a refund for both detectors and installation, OR I want someone to come out and install what I paid for. If this can't be solved, i want the equipment picked up and a full refund of money I paid on 3/11/2023. This is 1000% unacceptable. I am dumbfounded with how ADT operates and can get away with it. I will never recommend this company to anyone. I want a solution to this problem and I WILL NOT BE paying a penny for someone to come out. Best, Rani Dever Acct: Corey Winderweedle #405-655-0858 102 Dupont Cir. West Monroe,LA 71291

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March 18, 2023, 8:55 p.m. by Lynn

The following are the contract transactions I had with ADT for the past 6 months. They entangled me in endless and unresolved billing disputes. Please help: 1. In September, 2022, an ADT sales consultant, Abida Ghafori, connected with me to install ADT burglary alarm service at my new home under construction in Mountain View, CA. She proposed a contract of $4,860, the pre-wiring portion under this contract was completed in November, 2022; the finished portion is still pending due at the final state of the house construction. I have no complaints under this contract. 2. At this time, Abida approached me to re-activate the burglary alarm service at my current house in Saratoga, California for $599 installation cost (this house was previously owned by my son and he cancelled ADT when he sold it to me). The re-activation work was completed in October, 2022; the alarm system works great and meets all our needs. ADT has now started to link all contracts under this Saratoga address. The problem now begins when Abida started selling me ADT CCTV contracts as follows: 3. Abida then approached me to sell a CCTV system for the Mountain View house for a contract of $3,810 with a deposit of $419.67 December 7, 2022; there has been no work on this. 4. At the same time Abida presented me with a new ADT CCTV system for my guest house in San Jose, CA to replace existing self-installed wireless Arlo surveillance cameras. These provide great visibility and excellent motion-sensor activity history; however, their on-line connection too frequently failed, prompting me to accept ADT's proposed solution with promised new wiring for a wired system and keeping other features now offered by Arlo (excellent camera view and motion-sensor activity history). I paid $191.41 down-payment under a contract of $1,722.65 for installation on November 19, 2022. This contract has caused me headaches ever since. After numerous attempts to pre-wire for the new CCTV, ADT unilaterally abandoned the wiring and system promised. Instead, in December ADT decided to use the existing 12-year old wiring not used for many years (built in with the house construction in 2010). ADT also installed a system that was not specified in the contract (in emails). ADT charged me another $1,759.11 on December 7, 2022 (exceeding the contract amount). The cameras' quality is poor and the DVR provides no event (activity) history. Abida at this time suggested that I emailed my complaints to her supervisor and a manager at CCTV. After 2 months, a technician finally showed up to unpleasantly tell me whatever services I now receive at this San Jose address is what ADT offers. At this point on February 13, 2023, I decided to email the ADT people involved to request a cancellation and a refund of all money paid for CCTV contracts (unrelated to the alarm services), a total of $2,370.19 as I believe ADT clearly breached their contract with installation service (no wiring work) and unacceptable camera system. I also cancelled the yet to be installed CCTV contract at my Mountain View house (keeping the alarm contract). No action from ADT, no cancellation and no refund. Except, Abida told me I am entitled to a cancellation and refund. On March 10, 2023, I resorted to my credit card company and sought help for the refund. I dispute the charges, due to breach of contract and unsatisfactory CCTV service/product provided. On March 16, 2023, I spoke to many ADT customer service representatives. My dispute was escalated to 4 different levels at ADT, with the last person, Chamay, reportedly the highest level in customer service, suggested I file a written complaint. Chamay promised to keep the alarm contract at my Saratoga house active and un-affected by current CCTV problems. She would unbundle it and will keep my pending alarm contract at the Mountain View house under construction active. Chamay advised me to allow for 2 business days for the unbundling to go into effect and for me to then provide a new credit card to replace an expired one. I agreed. Please help. I feel exhausted with ADT service (or lack of it) and I am disappointed with the breach of contract. Lynn Barringer 408-960-9615

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March 18, 2023, 4:20 p.m. by Sharon

We got ADT for my mom who is on a fixed income, she had an issue and when they came out they charged her $100 which she couldn't afford, the next time she had an issue it was saying that the wifi was not connected, but all her other devices were fine. She is 82 and spent the day on tech support only to be told she needs another in person appointment. She gets very confused and called to cancel the service. They told her she had to call impulse to get the balance waived. She did and they told her she had to call ADT, and that she is being charged 1k additional to cancel. Together we called ADT and they said the regional manager would call us back, but we never got a call and now received the bill of over 2k. On top of this, the entire time the alarm was hooked up it gave her cell phone terrible interference and only when she stopped having the alarm did the cell phone reception go back to normal. We need to get the balance waived and the customer service to do what they way they are doing at the time they say they will. Not calling back and sending us both on a wild goose chase is awful. She had a spike in her blood pressure due to all the stress this is causing.

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