ADT Security Services Canada Inc Review

I wish I can give a negative star. I have called 2 weeks ago to cancel my services because I'm moving and my home is not ready. They were suppose to call me back within 72 hours. I called back today and waited 45 minutes. When they customer service answered she said they did call but their was no voice mail .... strange, because i do have voice mail. Then she said you have the wrong department and i said "well i press cancellation, how did i get the wrong department?" So now I'm back on hold and as of now I've been on hold for another 15 minutes (still on hold) making a total of 1 hour on hold.

I would have used them again, but because of this experience I will NEVER use them again. Too bad, if they made this easy I would have called them back for my new home.

Poor customer service when dealing with their call center representatives. The call center representatives are very inexperience, have NO knowledge of their systems and are RUDE on top of that. God forbid you need their help during an alarm and need their support. I highly recommend you looking for another security company before signing up with ADT. Just read all the reviews before you sign. A suggestion to Steve ( apparently the owner) maybe you should address all the poor reviews and deal with your company's lack of customer service issues, rather then posting thank you to only your five star ratings. Personally I think you are having people post good reviews anyway to offset all the bad ones.

I guess ADT closing the company, because they don''t give a sheet about thier costumers, been calling over and over and this guys keep switching me to different department, no one gives you straight answer, asked to speak to MANAGER, the MANAGER never picks up his phone ( i wonder if there is a manager), while i'm still waiting to to solve the problem with them, got a letter from COLLECTION AGENCY

If you're considering ADT, please read below and save yourself months of unprofessional, disorganized service and poor quality product. From the start, the technicians were unprofessional, installing the equipment wrong so much so that pieces actually fell off. We were promised features that were out-of-date and no longer applied. The camera quality is terrible and the recording rate is laughable, only capturing fragments of very important footage. Worst of all, their contracts come with a minimum 3-year plan so we're stuck paying for a useless subscription.

Worst service ever......I was on the phone for 1 hour nothing was resolved and the person said I'll have someone call you back right away and no one called back so I tried to get hold of another person and I really went through a goose chase to solve my problem and still waiting........no one should ever use this company again!!!!!!!!!!!!!! Giving one star very reluctantly since they don't even deserve that

DO NOT GET ADT

Horrible customer service and our alarm rings all day long and the doorbell camera looks like the Quality of mine craft

I care about other people and genuinely advise you to stay away from signing any contract / services from ADT. You will save yourself tons of headache, time and money. Feel free to reach out if you need any additional info.

DO NOT SIGN UP WITH ADT. READ YOUR CONTRACT VERY CAREFULLY.

We signed up with ADT and we were sold a bunch of lies. The rep, Erin, told us that the camera was 1080p etc. etc. When the tech showed up to install, he had the wrong products on his order and we were heard the rep call ya liars because the tech had him on speaker.

The camera was absolutely horrible and it never worked, the keypad kept putting out this terrible humming noise, the contact points didn t work properly.

So we called and they came out to fix it and they told us our internet was the issue yet we could prove the strength that was fantastic by the door bell. They replaced it and left. Every 2 weeks it would break and we would have to call and get someone to fix the faulty products.

Finally, we had enough and tried to cancel. We got told that we could not cancel and if we did, we would have to pay $800 CAD. I was stunned!

We have called at least 15 times and we have apparently cancelled 3 times but they just send me emails and then never actually cancel.

I ve never been held hostage as a consumer until now.

Please don t get the adt home alarm, they are the worst, absolute garbage. The installed motion sensor in the living room and the sensor went off couple times with false alarm, as a result the police were called and sent me the invoice of 200 something for dispatching the police. What is the point of ADT calling the police when they come 2 hours later?? When I arrived home 2 hours later the police had just arrived, so what is the point of calling the police??? Choosing ADT was the biggest mistake.

Great customer service, never had an issue with thier system, and they just recently dropped my price and gave me more monitoring for being a loyal customer.

When they offer the first 3 months free, they still issued me the monthly invoices. I had called back 3 times and they said effective the next month it would be fixed and free because it was a billing mistake. This has been on going and on going and they're still issuing me invoices. Every time I call back they said there was no such note or deal where they offered me 3 months free. I had to keep explaining that in the contract, the sales agent used a code that would give me the first 3 months free - while on the call, accounting needs to transfer me to sales. Sales promises it would be corrected in the next month but accounting still issues me the invoices. On another call, when I had to ask again why I'm getting billed when I was told the last time it was fixed, accounting tells me they can't transfer me to sales. Told me hang up and call back and ask for sales. When I did that, sales said I have to speak to the ORIGINAL sales agent because no one can look into the contract except the original sales agent and they can't transfer me to the sales agent because they don't have an extension and that the original sales agent would need to call me back (of course I never got a call back). All this sounds like BS and no one wants to help or get this fixed. Every agent I have spoken to has made up a new thing that they can't do or lie. It's like their sales and accounting teams cannot communicate or be eager to help. It's infuriating to have to keep calling and getting false hopes that this will be corrected. No matter how many times I call back, they also won't give me a service number or reference number so they can look back in the notes.

In terms of the install, the tech was NOT helpful. When he finished installing the doorbell, we had already noticed it help ringing every time a car drove by while he was still at our house. He said it will go away and we can ignore it, but it didn't stop ringing. I needed to schedule another service call to get it fixed and basically the other technician needed to reinstall the doorbell.

Overall, I am extremely disappointed with ADT more so with the billing.
It has been over a month and a half and I am still getting invoices for the monthly monitoring when I shouldn't be. Service in both billing and technical is terrible!!!!

Dishonest company false advertising and wasn t authorized by me at all to solicit my credit threw Equifax CANADA taking my credit score from excellent to a lower score. I was watering my grass when I was approached by ALEXANDER JOHNSTON and he promised he can secure my house and link an outdoor camera that can be viewed from my smart tv and I agreed to his service but on the day of installation I asked the installer before he started to install if he was going to link my Smart TV to the Camera and he said we don t do that so I said sorry your manager provided me with false advertising and I wouldn t allow the installation because they lied to me. I have Credit Alert protecting me 24 hours a day and I received an email alert of notification that my credit was checked by ADT and I was shocked because never in my life anyone not even my mortgage company would do that without askIng for my consent in person face to face or on the phone. I Called ALEXANDER JOHNSTON very upset about why he did such a thing without asking for my permission and he didn t care that I lost good credit rating after his check and we argued and he hung up his phone. He then called me back and said read the fine print in the back of the contract he made me sign. I told him I ve dealt with many people who always ask if they can perform a credit check because each credit check lowers your score and takes 3 years to get back up there and who reads the fine print when your being such a friend to me in person telling me lies then you back stab me on day of installation with a service you can t provide.and expect me to just take. So people if you plan on buying something and you need credit, you can doubt after ADT does a hard credit check they will smash your credit score that will negatively reflect who you really are. I told ALEXANDER he s a bad business and I m gonna share my honest and true experience with a photo to prove what he s done along with his false advertising advertising.

Most unprofessional company we have ever came across, they will keep you on hold for hours and hours. Non of their call center rep knows their job well. they will keep you transferring from one department to another and put you on hold for hours .

Atrocious customer service. I cancelled by registered letter with all the information and they are still charging my credit card. Getting ready to do battle to get the money refunded and have told my card company I will not be paying them. ADT had no business taking the money. Avoid this lot at all costs, they are hopeless.

I had been a ADT customer for over 15 years. Since 2017, I find the quality of the Sales Personal who make quote has significantly deteriorated. They agree to something but when they come to install you are full of surprises. It has happened with me twice. Even their Manager's are unresponsive.

Terrible customer service.... Called them to downgrade my service and I was put on hold for 45 minutes and finally hung up. Went on their website and sent an email. Someone called me on a Saturday and left a message to contact them about the email I sent. So I called on the same day...a Saturday...I selected the option to disconnect my service and the recorded response I received was "Sorry were closed". So I called back and selected the option to upgrade my service and I got through to a live person after a 10 minute wait only to be told I had to call back on Monday as their loyalty department was closed. Strange how if you want to upgrade your service they are open for business but if you want to disconnect they're not.
Rather than downgrading I will definitely be cancelling....

I wouldn't trust these guys to guard my toilet water. If you use these very unprofessional services and product, make sure you have it in writing that when you get broken into and the alarm doesn't go off, they will cover your losses. I was broken into twice under their "protection" and the alarm didn't even go off. I'm running a bar/restaurant by myself so I didn't have time to sue them to recoup my losses. I just stopped paying them. Now they are sending me junk emails trying to solicit my business so I found the best idea was to come write this review. Furthermore, I would love for them to come challenge this review and check out my police reports, but we all know that won't happen don't we.

what a horrible experience !!! they kept dispatching police and then charging me for the police visit and they could not get my telephone number on their data base despite my calling them three times trying to get my cell number as a first call. then their agent called and said I had to specify that i wanted them to call me first before calling the police!!!!!
I just cancelled my ADT who needs them to reck my nerves.
would not recommend them to anyone . Just place cameras and a system in your place that makes noise.
By the way when they dispatch the police the police never turn up either. LOL what a joke they are!!!!! and to think I trusted them and kept paying them!!!!! I got really angry and my BP shot up!!! I believe in customer service and may have even gotten their services back if they had refunded me the police charges.It was their mistake. they need to own up and as a company know how to deal with customers.
looks like the 5 stars are all people who work for them!!

We are currently on hold with ADT. We have been on hold 2 hours. We were promised a technician to come in an update a line for our system and all we want to know is if the technician is still coming today or if they will be coming another day. We have been waiting for hours for this technician with no status update and the customer service is useless - they said they can send us a status update in 24-48 hours! This is unacceptable service. We should be able to have a simple update so it doesn't waste the time of our employees and other technicians that are here waiting for them to complete the work. The customer service is terrible. We asked to speak with a manager or supervisor and Angela put us on hold again. ADT has effectively wasted my time and the time of 3 other contract technicians we have here waiting for this work to be completed.

NOT a good experience with this company... they have No integrity and ZERO customer skills. NOT RECOMMENDED...

Terrible service. Two breakins and so faulty services with this company and management suck here they are not worthy of Buisness and shouldn t be operating as a alarm company honestly. Two breakins and no protection as the dust amen completely failed the first time, and the second time
Cameras were inoperable. Why pay for a service that sours this work.

I'm trying to cancel my service but they kept charging me and don't refund my money. I called and they said there is a cancel fee unless I cancel when it's near the month end of contract. I called in April. Now June 01 and I got a pending charge on my credit card. I called and they said "I see you have cancelled on April 09 but I'm not sure why you are charged, I'll email my manager to refund but not sure when will hear back.". Today I get charged. I called again and I got cut off. DO NOT GO FOR ADT

I've been trying to get my new home secured by ADT. Since mid August I have tried calling and staying on hold for more than 30 min most times. And the CSR always says someone will get back to you in 24-48 hours. And shockingly no one ever does. I don't know what's going on with ADT but I don't feel that I am protected at all. I have been an ADT customer for over 10 years (at work too!) and I would not recommend this company to anyone, they dont want your business and service is awful. I'm at a loss for words as to what to do next. I gave up on calling, as it's always the same response, "oh were so sorry that you've experienced that, I will make sure that someone gets back to you between 24-48 hours, and I will personally look into it myself" I give up, contract or no contract ADT has not fulfilled their obligation to install my security system properly. Very disappointed by ADT....

Dubious company. They're chirpy and timely when you are wondering about their products; non responsive if you need anything after that.

I am now celebrating a second birthday while on hold. After precisely following instructions, was told that I had to go to another department. Used online. Phoned and told can't do that, but the person who called couldn't help terminate service.

The customer service is better as a skit on Saturday Night Live, or a training video for support personnel on what not to do. I have empathy for the staff answering calls. I assume the culture is poor, they're overworked, underpaid, underappreciated, but pressed especially hard during COVID.

Will never use them again. Would rather hire ex special forces full time if forced to sign up for such services again than go through this horrific comedy.

(PS: I wrote all of this while waiting. Plus wrote two books and film score.)

absolutely the worst scam I have ever been caught up in. Once in they do nothing for the money....lol....police will not respond to their calls if motion detector goes off.......No escaping the contract without paying thousands....

I wish I read all of these reviews before signing up with them. They ARE LIARS! From the sales agent to the customer service agents to retention.

Do I really need to write anything here. My one star rating tells all.

Very poor customer service. Did not update my new phone number in their and kept calling on old number during alarm and second time did not even call and dispatched the police and then sent a bill of $195 for false alarm.

Pathetic and scammer company.

They get a two because the sales rep was professional. I enjoyed having a discussion with Matt and he was knowledgeable about the products. However the organization as a whole should get 0. After Matt and I agreed to everything in the contract, I was sent an email with a contract to sign. My name was spelled as "Prince King". I found that to be out of line and felt mocked. Out of all the mistakes they could have made, they use king. If they had spelled real last name "Khan" wrong I would understand but I was frustrated. Secondly, it says in the email if you have questions about this contract please contact this email (it was listed in the email). So I did, only to find out no one actually monitors it. Installation was not completed and follow up was not done. I got a better package with GardaWorld. Thanks ADT, my home would feel 100% secure with you.

These guys are a bunch of goons without ethics.
One of their staff wants the business before a quote and when you complain they say a Manager will call you and its been a month, no calls.
I waited to post this for a month, never will do business with them and also i am going to cancel my business account with ADT for their behavior.

I called Friday about alarm beeping. They claimed problem with the line. Communication failure. Talked to telecom provider - nothing wrong with line. Alarm beeping all weekend. Called Monday, Tuesday. Wed still not fixed.

After speaking to 5 ADT people on the phone, 47 minutes later......I am free! Glad to no longer be an ADT customer...there tactic to retain people is to say call back tomorrow, we are busy now . No communication, every time I spoke to the next representative they asked for all my information again. The only contact I had with them was the notices in the mail with the continuous increase in fees!! Yikes!

Had a false alarm charge for $226, ADT called me and my wife from an UNKNOWN/PRIVATE number which we don't answer. They sent the police to our house, after speaking to them on the phone explaining we don't answer PRIVATE or UNKNOWN number they said its impossible as their number always shows. Agency & Monitoring Support called me 33 days after the incident saying that they can't reverse the charge and that I should start answering PRIVATE calls at 10:30pm at night. The guy on the phone (Stephen) had a severe attitude problem as well. I have recommended ADT so many times but that all stops now. After 6 years as a customer I will take my business elsewhere to the monitoring center which has the same monitoring if not better for 10 bucks a month. I am absolutely disgusted with the treatment and attitude of these people, who do these people they think they are? check out their glorious reviews across the internet. Got a safe by hub6 instead and cut the cord, i do my own monitoring now

Multiple attempts for a simple camera for a townhouse. Tech's could never get it to work. Never did. Just intermittent clips at no specific time. Just plainly didn't work as advertised or as tech support or Sr. Management said it would. Clueless people. Charged me for a bundle when I just asked to augment my current system with a camera only. Charged me for a bundle install and threatened disconnection if I didn't pay. I've been a customer for 30 years. Website is disgusting, customer service is clueless. Advertise as a big corporation but very small in residential, I mean real small as per their own technician. Commercial maybe but no clue on residential. Buyer beware. Stay away. Going to pay there cancellation fee and have a whole new system put in by a trusted vendor from personal recommendations.

It does not even deserve one star. They trap you into a contract. Sales person told me 2 years and I didn't read the twenty page contract and it was three years. But what is worse!!! If you need to move you have to buy new equipment and they don't move the equipment you have already paid for. RENTERS DO NOT GET ADT!!!!!

had an adt system at our shop, it was ok. Had few issues with customer service.

If anyone wants to see how bad ADT is can share a video of it with you. I have a video where a burglars broke into my store and spent over 35min hanging out and enjoying themselve because ADT sensors did not pick it up.

Although I paused my service, they charged me anyhow! The care only about the money and not customer satisfaction!

I would give them a zero if I could. Their customer service is very bad, every rep gives you different information. Once I called to ask to disconnect one of the sensors, one rep told me they have to send a technician ($100 charge), later a different rep says they can do it remotely with no charge.
Their charges do not make any sense, some months they have charged me twice. Disconnecting is also a whole story. Do yourself a favour and go with a different monitoring system.

Last week someone working on a furnace opened the basement door and triggered the alarm. I was outside in the garage. He came through the house to me, explained what happened, I went all the way back down and deactivated the alarm. I told him: Watch , they'll call in a minute. Nobody did.
Today, I did the test, triggered the alarm , waited with ear plugs for a minute or so and deactivated it.
I called ADT , and was told that the alarm was on for 5 seconds, then 3 seconds, that is why they did not call. Completely untrue, I told them I would switch to another provider. The lady on the phone was cort and quick to transfer me to customer service to cancel my protection. I told her to hold off because I had to sign with another provider. Which I am surely going to do in the next day or so. It never happened before, when they were not Telus.
What's the point of having an alarm system if bit does nothing and customer service either lies or has incorrect readouts?

A friend of mine has been on hold and spoken with three different people in order to cancel service. Nobody seems to know how to push the cancel button.

I called ADT today TO GIVE NOTICE that I would no longer require their services after the end of my contract June 1, 2020. I was told me to call May 31st to cancel or I would be charged for breach of contract even though I was paying to the end of my contract. They would not accept cancellation before May 31st. I would think twice before using ADT. I have been paying for 11 years.
I am unsure how I could be in breach of my contract when I am paying to the end of it. I WILL BE FORCED TO CALL AGAIN, WAIT ON HOLD AGAIN AND GO THROUGH THIS ALL AGAIN. I GUESS THERE IS NO SUCH THING AS A GOOD CUSTOMER OR CUSTOMER SERVICE

I wish I could give no stars. Absolutely worst experience I have ever had with customer service. Had lightening strike and destroyed alarm system. Technician finally came to inspect alarm 4 days later and states unable to fix and that someone would call to arrange another service call....still waiting after 6 days. Tried calling customer service and waited average 20 minutes each time with longest wait time 45 minutes and then phone hung up. Worst part of all this is that I have service contract that was prepaid last year for whole year and still without alarm system

Please read this before you signe with ADT.Poor customer service when dealing with their call center representatives. Tried to cancel after 2 years when my business was closed.
1) I was already payed for 3 months in advance (no problem)
2) Called to ADT to inform the cancellation, they told me to email my request they don't do cancelation on phone ( no problem)
3) I did email cancelation request, ADT calls me back next day and tells me we don't except cancelation true email, you have to talk with the MANAGER ( no problem)
4) Net couple days i called maybe 10 times, every time they put me on hold 20-30 min. MANAGER NOT AVAILABLE ( no problem)
5) Finally i been told MANAGER is going to call you in 24 hours, never called ( no problem)
6) 3 days later i got letter from COLLECTOR AGENCY, THIS IS HOW THEY TREAT THEIR CUSTOMERS ( BIG F.....K PROBLEM)

I sold my house before the contract time is finished. I informed ADT that as of July 03 2019 the house would not be under my name. I asked the new owners to call ADT and take over the contract.
ADT charged me every month and when I called them they said that they were not seeing any notes on my account regarding transferring the account to the new owners and surprisingly they informed me that the account is not transferable and I have only one option which is cancelling my account and pay for the early cancellation penalty.

I never bought the system due to the fact their outsourced sales center ignore the DNC list. Now another annoying telemarketer I have blocked.

Very poor services . all camera's can record only 1000 recorded clips per month and within two weeks ,it reach to this level and no recording after this untill next month. I spoke to ADT about this and they told only monthly capacity is 1000 video clips so you have to till next month. whats the point of security camera if can not do recordings when motion sensor triggered.This is a garbage

Worst experience ever. Unreliable and irresponsible service. Even for urgent matters you have to wait on line for at least 30 minutes. And because ADT was not able to pick up my phone call within a few minutes as stated clearly to me the police was dispatched. When you tried to explain no one at ADT cares to take any responsibility. I have been with ADT for almost 10 years and they will not consider your loyalty if something goes wrong. I decided to leave this company. Even your alarm goes off now you will be asked to press 1 then 2 then ....... and wait forever. Think twice if you want professional and timely service.

It's a shame Google doesn't allow a rating of Zero as I'm sure ADT would have a lower score than represented here.
I have been an ADT customer for over 20 years and in January we had issues with our landline and decided to go mobile only. This obviously had an impact to our ADT service.
ADT noticed there was a connection problem as they couldn't communicate with the system. Still, they decided not to contact us and rather, keep taking our monthly pre-autho'd payment for over 7 months.
They took money knowing full well they weren't and couldn't provide any service whatsoever. They didn't investigate to see if it was a problem with their system, or the phone line inside going to their equipment.

They just took the money.

Bottom line is, if a crook cuts your phone line, don't expect ADT to send anyone, not the police, not their service guys, no one. They'll happily take your money though.

ADT doesn't stop the crooks - they ARE the crooks.

Great Company to work with with excellent services and best upgraded features provided

Would give them a zero if I could. Horrible customer service. Can never get to speak to the Retention Dept. as instructed. Will cancel the ne

I called to cancel my service because I am moving. While the wait time On Hold was quite long the reps I spoke with were all very pleasant and took care of my request promptly. It would have been nice if they had thanked me for my 20+ years as a customer however.

I started with these guys in 2003. I had the basic system installed with a 2 or 3 year deal commitment. After that term, I continued paying the SAME amount monthly, with yearly increases...(all I then received after was monitoring, which is pretty expensive). I've called several times over the last 3-4 years when I think of it, and they have not been willing to upgrade my hardware or anything. Unfortunately, I have not had time to explore options and have been paying $120 per quarter, or $480 per year for basic monitoring on an old system. (I think they rely on this - customers forgetting or not spending time to investigate and move). I called them again today since Telus now took over, just to see. They offered me nothing for my 17 years of service and over $8,000 in monthly payments...They transferred me to the "loyalty" dept. Suzie there told me they would give me the same package as any new customer coming without any prior service experience, at the same price. She seemed to be excited to offer me this like it was a gift.

I asked Suzie in the "loyalty" department, why was I speaking to her if there was nothing anyway for such loyalty and years and years of what I think are were over-payments. I asked again for some consideration and she said that was all she had access to. I asked again what the "loyalty" department was for then and she quickly hung up on me. I guess she could not answer that question. I could not believe it, she actually hung up on me.

So, please be aware, if you do join this company, they may easily hang up on you... and it seems like they do not value ANY loyalty at all. There are several companies that do the monitoring and couple new home alarm and automation companies offering monitoring as well, check them out. A couple have good reputations and are not in the old school alarm racket like ADT.

At least I think I can trust the new guys. I'm sure ADT will be flipped to another company soon like Bell did anyway, as they struggle to understand the value of Canadian customers.

I have been with ADT for 3 years both for my residential and commercial addresses. I was totally unsatisfied with their performance. Due to a malfunction in one of the sensors installed in my commercial property the alarm went off (without a cause) for multiple times during mid night hours and although ADT was aware that this is due to a faulty sensor, they dispatched police without obtaining my consent for multiple times. I was charged
approximately 1000$ for police dispatching while it should never happened. When I initiated a dispute, I did not receive any feedback. Ultimately without any resolution to my disputes they sent my balance due amount to a collection company. It was exactly the time when covid 19 started (March 15) and all businesses were suffering.
I ended up paying the balance due and 450$ cancellation fee for cancelling my both accounts.

I recently closed my account due to poor customer services and product knowledge. I've had ADT for the past 5 years on a phone line, very cheap monitoring rate for sure but heard about a more safe and secure way (GSM) to protect my home and was looking to upgrade my system but they take forever when it comes to talking with one of their reps. Highly don't recommend ADT as their customer service is terrible and you have to wait on the phone line for over an hour each time you call in. Looking for a new company to use and secure my home.

We had ADT install a flood detector in our home and a recent rain storm revealed just how incompetent this company is. The flood detector failed resulting in a flood in our basement. We spent many hours cleaning up the mess and, thinking they would accept responsibility, we submitted a request to ADT for compensation. They didn t even respond. It was their incompetence that caused the flood and they should accept responsibility for the damages.

After five emails and a number of voicemails we found out that their standard practice for damage caused by them was to have the effected people claim on their insurance and ADT would pay the deductible. Your home insurance is likely to increase but ADT pays the deductible.

Needless to say this is not what we expected from a security system. DO NOT USE ADT, THEY DON T CARE.

When they offer the first 3 months free, they still issued me the monthly invoices. I had called back 3 times and they said effective the next month it would be fixed and free because it was a billing mistake. This has been on going and on going and they're still issuing me invoices. Every time I call back they said there was no such note or deal where they offered me 3 months free. I had to keep explaining that in the contract, the sales agent used a code that would give me the first 3 months free - while on the call, accounting needs to transfer me to sales. Sales promises it would be corrected in the next month but accounting still issues me the invoices. On another call, when I had to ask again why I'm getting billed when I was told the last time it was fixed, accounting tells me they can't transfer me to sales. Told me to hang up and call back and ask for sales. When I did that, sales said I have to speak to the ORIGINAL sales agent because no one can look into the contract except the original sales agent and they can't transfer me to the sales agent because they don't have an extension and that the original sales agent would need to call me back (of course I never got a call back). On my third call, they transfred me around 3 times before I finally asked for a manager. The manager says there was no such promotion and even retention cannot apply the code. She said there was nothing they can do. I said ADT is a JOKE. Then she asks me for my contract number and said she can not MAGICALLY find the code. BUT she still needs to call me back - I'm still waiting for a resolution.

All this sounds like BS and no one wants to help or get this fixed. Every agent I have spoken to has made up a new thing that they can't do or lie. It's like their sales and accounting teams cannot communicate or be eager to help. It's infuriating to have to keep calling and getting false hopes that this will be corrected. No matter how many times I call back, they also won't give me a service number or reference number so they can look back in the notes.

In terms of the install, the tech was NOT helpful. When he finished installing the doorbell, we had already noticed it help ringing every time a car drove by while he was still at our house. He said it will go away and we can ignore it, but it didn't stop ringing. I needed to schedule another service call to get it fixed and basically the other technician needed to reinstall the doorbell.

Overall, I am extremely disappointed with ADT more so with the billing.
It has been over a month and a half and I am still getting invoices for the monthly monitoring when I shouldn't be. Service in both billing and technical is terrible!!!!

ADT clearly isn't prioritizing public safety. Despite having a clear posting on our door that we're exercising social distancing and have gone contactless to aid in CONVID-19 prevention; a salesman decided it was a good time to come in and try to solicit us.

After advising that we weren't interested and cautioned that it was not a good time for him to be soliciting businesses in person. He became aggravated that we 'telling him what to do' and that I should talk to his employer because 'business is business'

How about you tell your employees to conduct themselves respectfully and put the health and safety of others before 'business'. Not only is door to door soliciting highly ineffective during this time, it's working against the efforts of all to keep Canadian's safe right now.

I am very disappointed what happened with ADT service. ADT had sent a fire department to our store twice in a week, because the smoke detector won't stop ringing without any smoke. ADT installed that smoke detector, which was expired, in our bathroom just one year ago. We needed to relocate and reinstall with new one but, ADT charged us for these service and new smoke detector! I tried to talk with customer service which took an hour though many different department. And, then, we also got penalty charge from the city, and inspection for upgrade in store. I really found their poor technical knowledge and careless for customers. If you would like to have a security service, I am not recommend this company at all.

I have had ADT for 8 years and been pretty descent. Since Telus bought them, absolute disaster!!! I am moving to US and looking to cancel my service. Have called 3 times and been on hold over 2 hours each time and twice the line went dead and another the rep picked up and then hung up!!!! Worst service. Avoid at all cost! Not to mention all the Telus calls trying to sell you other services. Didn t have a negative view of Telus before but now I absolutely do. Whoever is now running ADT might want to start looking for a new career!

Disappointing. It s virtually impossible to get in touch with someone there, I ve been on hold for hours at a time for days on end. I keep trying and I still can t get through - I m not sure what happened but it s is very frustrating. If you can t answer your phones at least have email support. How is it this hard for your customers to get in touch if they need something?

They don't notify you if their system is not communicating with the monitoring centre. I was billed 2 years of unmonitored service. Once I realized there was an issue with the system a technician came and fixed the problem. I held back on the next payment. They told me my service would be suspended due to lack of payment. They wouldn't offer any refunds for not monitoring my system. What a lousy security company!

Never go to ADT! It is not anymore giving you a high quality service. I installed ADT security system last week. The technician that installed the equipment didn't show his ID and didn't pass me any business card. The equipment that he installed are not working properly! Both cameras in front and side door are not detecting any motions (and both are active and there is a rule for motion detection for both of them). I changed all the parameters that the system had (including sensitivity and object size) and nothing worked. I called my sales person, he hasn't come back to me yet! I called ADT and now I have been on the line for more than 1 hour !

Bad Customer Service, Wait For Technician almost 4 weeks !!!!

Cameras and sensor don't work, tried contacting ADT. They only have one answer that they don't have the technical department to assist with this so essentially you are on your own. If you would like to get scammed by this company please go for it ;)

I have also accidently pressed panic button on remote, have opened doors while the security is on yet no calls from ADT or police. No nothing, hence proven it's a scam!

ADT is the worst home monitoring company out there. I signed up 2.5 years ago and they promised the equipment sent will be new - it was old fashion dial in model. Got a SIM issue and this system keeps ringing by error. Technicians never sorted the problem. Ended up trashing it and still stuck with the bill for the full 3 years contract. I HATE ADT. I finally cancelled after 2 years and 9 months, and they STILL sent me a $100+ invoice. Please read my other review - I rarely give 1 star.

Was not happy with the way the alarm was set up . Long story short, stopped using ADT, owed them money but didn't realize since the bill was sent to a different address (thought we were settled up since I told them we weren't renewing after I paid them). Couple months later I get a call from ADT about why I cancelled and I told him I'd like to come back to ADT but that I wanted to change the alarm setup. Guy never mentioned a bill. Asked him to call me back b/c I was at work but he never called me back. About 2 months later I get a call from GCQ Canada collection agency saying I owe ADT money. I call ADT to see what happened, and asked if maybe we could work something out where I would sign back up and we could deal with the bill through ADT instead of collections. The phone lady said she couldn't talk to me about my account because it was with collections. She couldn't even sign me up again. We said our goodbyes. I called the collection agency and paid the money. Now I have to find an alarm company that actually wants my business. Gave two stars because the first person I called at ADT was very nice. True Story. The End.

If I can give this company a zero I would!! They are by far the worst company I ever had to deal with...ever!
I called in March 2020 to cancel my service as I was going with a different provider. I am not under contract with ADT by the way. I was told everything is canceled and I am good to go.
Then a week later my credit card gets billed again because they had my credit card on file. I call again and I ask why my services hasn't been canceled yet and they told me whoever did the cancelation did not process it correctly and they assured me that it was canceled. I ask them to send me an email to confirm the cancelation and they told me they don't do that and that I just need to take their word for it.
Then 2 months later I received an email (in my junk mail, I was lucky I saw it) that I owe them for 2 months service because my credit card wasn't going thru (they couldn't auto charge me cause I got a different credit card number). So I call Adt for the 3rd time and they said that whoever I spoke with before didn't complete the cancelation again!!!! I was furious...and again they said they will cancel but couldn't not provide me with a confirmation email!!!! I don't understand why this company just won't cancel my service...this is illegal!

Unscrupulous customer services! My card continued to get charged even though I have cancelled twice. When I go into the portal to delete my payment information their system will not allow it. Spoke to their customer service twice and was told I would not longer get charged and was then promptly charged the very next day. I'm having to have the bank block any ADT transactions on my credit card to ensure they cannot charge anymore. Ridiculous!

absolutely HORRIBLE customer service. I've called them 4 times and each time they've put me on LONG HOLDS and they were rude when they did pick up. Half of them can't even answer your questions and they seem very confused which makes no sense. How am I supposed to feel safe with a company that literally has no clue what they're doing. This is a HOME SECURITY COMPANY for gods sake. DO NOT GO WITH THIS COMPANY

DO NOT take ADT service. You will have wait for a full day in call to get customer service representative online for any changes you want to make.

I am not sure if they have a problem understanding English, but after completing all what I have to say to cancel the service, they said they will cancel and didn't cancel, sent invoice again. I asked for cancelling and sending final payment to be mentioned in Invoice, I am still getting invoices. I have 100 stories to mention that their service is BAD. DO NOT take this service.

Very poor customer service...I've been an existing customer for years...I called to upgrade my system Aug 10, 2019 it is now the Sep 9, 2019 and nothing has happened. Someone was to come and make the changes and they never showed up. It's hard to through to ADT...poor service.

This was the worst experience I have ever encountered from a customer service point. I had a sales guy show up at my place to quote on a system upgrade from what we had. He shows me that we can secure our home with our cell phone and that we can operate our garage doors from our cell phone. He also mentioned enthusiastically that we would be able to incorporate cameras that were FULLY wireless and could be placed anywhere within reasonable proximity to our wireless hub. Well, it all started with the 2pm appointment time. I had taken half a day off to be there for the install and of course at 2:30pm no show so far. I contacted the sales rep to see where the techs were. The sales rep responded by advising that he would look into it and get back to me within ten minutes. After 30 minutes I called him back to ask what the hold up was and at this point still no techs. He advised that he could not get a response from his install coordinators and that he had no control over it. I then asked for his supervisor and when I contacted him he basically said the same thing. To shorten things, basically a tech appeared at 6:30pm could not finish the job (no fault of the tech) did not install a camera as we then discovered that every camera needed an actual electrical outlet and we were not able to get control of the garage doors due to the requirement of an external hub! We still are waiting for the job to be completed and will never use them again!!!! In fact if there are any hiccups during the remainder of the install we may cancel the whole thing.
In the end there were several missed details and no one could own up to the fact that they royally made a mess!!!
If this posting system would allow me to I would show a negative rating.
Negative 5 stars!!!

Great sales team. Awful service team. Great sales/installation prices.
Literally 0 follow through in service upkeep.
Never buy their extended service/warranty for anything. You will never get serviced, and if you do, it'll be subpar, require multiple hour long calls, and rebookings because service staff don't really care to solve the problem - just pass the buck.

Tech did not show up for the appointment. Spent a day waiting at home off work and then another 15 minutes on hold.

Don't trust your security to people who can't even hold to an appointment.

Terrible service. On going issue for over a year was told supervisor will call no one called

Had a cold call from ATD and I asked to be put on the do not call list and they ignored what I was saying and kept trying to sell me secrutity service.

Ever since telus took over company . And service is terrible. I made up two 3 calls to give my new visa number for payment they stated systems are down cant help you . Or call back or was disconnected with no call back just terrible service time to chang