ADT Security Corporate Office Headquarters

We have been customers for 15 years - after requesting an engineer multiple failed times - we have been abused on phone, phone put down, call centre absolutely dreadful unable to get the simplest instruction correct, including name, address, contract number - is this a ploy to dispense with loyal customers???? They are certainly doing a very good job!!!!!!! As we are about to leave.

Still awaiting full refund. Now blocked to all ADT email addresses. Shambolic. Do what u promise to do instead of blocking people!!!

If we could give less than one star we would. Having been customers for 30+ years , we have had enough of poor customer service. Feel sorry for the staff that actually care !

Miss Helen Bryan
3 reviews
GB
Rated 1 out of 5 stars
Trustpilot review updated just now
FOLLOWING TP REVIEW YESTERDAY ADT CANCELLED 5th APPOINTMENT SCHEDULED FOR TODAY
Just when I thought ADT service couldn't get any worse! If I could give negative stars for customer service I would. Today- day after I left the review below and ADT responded with a form apology on TA-Matthew from "Customer Service" rang at 3:30 to cancel the engineer- 5th time an appointment was scheduled- due before 5 pm. He wanted to reschedule for "next available date", ADT speak for " when hell freezes over. " This is simply unacceptable. I asked to speak to a manager. Matthew said there was no manager and there was no one I could speak to but I could have the Complaints e mail. Dealing with ADT is like talking to a singularly inefficient but pricey marshmallow. When engineers come, they're good but that doesn't compensate for terrible Customer Service Given the abysmal service we've had trying to get an engineer out, the lack of management is obvious. Would advise anyone to look elsewhere for security provider.

On 17/05/23 I wrote: Malfunctioning alarm for last four months. Engineer appointments repeatedly booked, waited in for each one, all cancelled by phone at the appointment time. Today the latest. Hopeless clueless so called "Customer Service.".

Date of experience: 17 May 2023

I must stress my disgust at ADT and the service levels are appalling - they had installed a flex Alarm in our house which we had to pay for in March 2023. Well since then we have had the alarm buzz every single night as the communication appears to drop (this means there is no internet connection available), this seems to happen every single day after 10 pm until 2/3 am in the morning, for the last 3 months my household has not had a full night’s sleep due to ADT, this has caused unnecessary stress and it is now started affecting our health because of the lack of sleep. To put an end to the buzzing every night, we must call ADT to ask them to provide us with a code so we can put the Alarm in Engineer Mode this means your alarm will work but if someone breaks in there are no notifications sent to you, but your alarm will sound, personally pathetic. What is the use of paying for a service when there is no security provided by your Alarm company?
Each time the system has been put into Engineer mode an engineer should come to resolve the matter. Well, that is not the case, you must call ADT because they are incapable of following a problem through for any of their clients so you must call customer services for an update which could be about 10 times a day as they are unable to follow simple instructions.
So, on 26 June, the same problem occurred from 10 pm to 2 am in the end we had to request ADT to put the alarm into Engineer Mode and waited for the ADT Technical team to call in the morning as they put my problem on a priority basis. 10 am in the morning no call so I called them the young lady advise we were on a priority so she did not understand why nobody had called me back, so she resent the same requirement with an urgent priority request and I gave clear instructions to call my mobile not the house phone or my husband as he is out of the country and I give them my mobile. so now I wait. At 2 pm I texted my husband to see if he had heard about ADT and he advised that he had a miss call from them but with him being out of the country on business he was in a meeting and unable to take the call, so I call ADT customer service and asked for an update. to my surprise, they again put in an urgent priority request to the technical team to call me back on my mobile (simple instructions let’s see if these idiots can follow them). I wait and at 430pm as I know the offices close at 5 pm I called ADT again for an update then I was finally advised that we have an engineer booked for 7 pm tonight. so, I go home thinking wonderful my alarm will be fitted tonight. But no that's not the situation ADT struck again, they are sending a Night Technician that is not able to do anything to resolve the matter but to remove all connections so my Alarm box will be a stand-alone unit, so there is a break-in there will be no notifications or any alerts. the question arises why I keep paying ADT for a service they are clearly unable to provide or able to control.
Warning to all ADT customers DO NOT I BEG to GO WIRELESS (ALARM WORKS WITHOUT A PHONE LINE) BECAUSE ADT ARE TAKING MONEY OF YOU FOR A SERVICE, THEY HAVE NO CONTROL OVER AND YOU WILL HAVE TONNES OF SLEEPLESS NIGHTS AND CAUSE YOU UNNECESSARY STRESS WHICH WE ALL DONE NEED.
I always thought a reputable company like ADT would be on the ball with technology and innovation but with the issues I am having and what I have read on Trust Pilots this is not true. ADT has completely failed in providing a service that they say they are number 1 in but that’s a load of rubbish.
I have been with ADT for over 20 years but now I am looking at getting rid of ADT and going with another company that can provide the service I need with understanding staff that can follow simple instructions.

Bad service bad communication m

I have now waited in for three visits from an engineer who has not turned up.no one phones or wants to help.dreadful service, avoid at all cost

We had an alarm fitted 1st November 2021. After testing on the day (Monday) the fitting engineer said he couldn’t get one sensor to respond, he advised us to wait till the next day, then phone up customer service to ask for an engineer to come out. We did this and was to one would be there on Thursday 4th to sort out. Later on the Thursday a man phoned from the department that deals with problems that require a engineer to say we should not have been told that day and that it would be two weeks before one could come. Two weeks later one came spent over an hour moving the sensor around in the room to get a signal to the control panel, this included getting a new sensor from his van as well. Said I will order a WiFi extender it will be here tomorrow, once it arrives phone up and I will come back to install it. I did this the next day a Friday, was told it would be installed the next week. During all this time we kept getting automated calls informing us there was a sensor fault at the address and could we deal with, if we didn’t respond the system calls the next person we on the list. These calls could be three or four a day including 9:45 at night ( not amused). We are still waiting for a engineer now 23rd January 2022. I’ve made phone calls to complain costing over £19, was promised on last call just before Christmas that someone would be here by the 6th January possibly before as it was being marked as urgent. Also that as I hadn’t been receiving a full alarm service they would refund the monthly charge from installation up to the 6th January, still waiting for refund and engineer visit. This company deserves a nil star review but you have to put at least one to do a review. Not worth bothering with, customer service fob you off with promises that no one is going to honour. Avoid at all costs.

ADT there CCTV section has been appalling from fraudulent charges to shoddy service would never use them ever again, total disaster

Appalling "don't care" attitude left my 86 Yr old father without secure door or alarm, 5 calls no engineer comes, no one cares. He is literally sick and ill with the stress. No facility to complain. The shareholders will hear from me and perhaps I wil speak up at the AGM to get service!