1 star! service members beware
For nearly four years, I would have recommended ADT without hesitation. Their technicians were professional, and I never had any significant issues with the service itself. Unfortunately, my experience when trying to cancel my service has completely changed my opinion of the company. My original contract was for three years. After completing that obligation, I understood my account to be on a month-to-month basis. When I contacted ADT to cancel, I was informed that my contract had somehow been extended and that I now owed approximately $600 in early termination fees. The problem is simple: ADT cannot produce any written agreement or recording showing that I ever agreed to extend my contract. Instead, they repeatedly claim that I entered into a “verbal agreement.” When I requested a copy of that alleged verbal agreement or the recording, I was told that ADT would not provide it unless it was requested through a court order. Think about that for a moment. A company is demanding hundreds of dollars from a customer based on an agreement they claim exists but refuse to let the customer hear or review. If you’re confident a customer agreed, why refuse to provide the evidence? I have asked multiple representatives to explain exactly when this alleged agreement occurred. I have never been provided a date, a recording, a transcript, or any documentation proving I authorized an extension. The only thing I have consistently received is a demand for payment. As an active-duty service member, I explained that I intended to elevate this matter because I believe these practices are unfair and potentially predatory. I informed ADT that I was prepared to seek assistance through my Judge Advocate General (JAG) legal office, submit complaints through the Military Consumer Protection Portal, the Consumer Financial Protection Bureau, and other appropriate agencies if necessary. To ADT’s credit, I was asked to give them time while they looked into the matter. I was told someone would get back to me. That never happened. I have still not received the promised follow-up. I genuinely hope ADT resolves this without forcing further action because, until this issue arose, they had earned my trust over the past four years. I would much rather update this review with a positive resolution than spend additional time pursuing legal and regulatory avenues. However, if ADT continues attempting to collect hundreds of dollars based on an agreement they refuse to produce, I will have no choice but to continue escalating the matter through the appropriate legal and consumer protection channels. If you’re an active-duty service member, veteran, or military family, especially if you’re a junior service member on a tight budget, I strongly encourage you to carefully review any contract changes and obtain everything in writing. Based on my experience, I would recommend taking your business elsewhere until ADT demonstrates greater transparency and accountability.