ADT Security Services, Inc.

2÷1÷16: Getting into a contract was easy… moving and eventually terminating the contract was difficult.
I entered into ADT’s 3 year contract when I bought a new home through an authorized ADT dealer. Around 2 years into the contract I moved to a new home and contacted ADT. When I discovered I was going to be charged a moving fee if their corporate had to do the move (instead of the authorized dealer) I elected to keep the security system at my old home. At that time my account was incorrectly cancelled although my monthly billing remained. Within two months I received my first late/​past due notice; as 75% of the remaining contract balance was due at the time they incorrectly cancelled my account. I had to call back to get them to reinstate my contact as I had been actively paying and at that time was not looking to cancel; nor did I have the cash to pay 75% of the remainder balance. They then had to revisit my old home and took over an hour to reactivate my device.
Fast forward to the new year when I decided I did want to cancel as I don’t want to pay for a service I wasn’t really using at my old home (ie I had the alarm system but never turned it on). The first rep I talked to said I would have to submit a form in writing given the complications on my account in the past. I called back in later that evening for further clarification and was informed I could just make a payment over the phone to cancel. When I asked about the conversation with the 1^st rep they had noted no notes reflected my earlier call. (This was a common experience in many of my calls)
The second rep then informed me I was now under a new 3 year contact even though it was supposed to be a limited contract to fulfill the remainder of the 3 years when the devices were originally installed. After 20 minutes of trying to explain they finally would honor the contract which had they had scratched out the 3 years and adjusted to the remaining months I had left. I promptly paid a few hundred dollars to end my contact with ADT and considered the matter closed. One month later I was just charged another monthly fee and apparently my contract was not terminated. After almost another 20 minutes on the phone (most of that on hold) I’m being told a manager will review my account and call be back.
In my opinion, between the lack of notes taken/​recorded when I have called in previously, the number of errors made on my account (including incorrect termination and then failure to terminate post payment of the termination fees), and overall mishandling/​poor customer service I would not recommend using ADT.

My rep was amazing. He made sure that my house was properly set up and gave me the best options for me and what I could afford. He also has followed up with me a few times over the 6 months I have had their service to make sure I was still satisfied. It was great.
I feel safe with adt and wherever I move I will make sure I always have them for my home security