ABSOLUTE TRASH
Absolute TRASH customer service and blatant call-avoidance tactics. I spent approximately two hours trying to cancel my account. I was placed on extended holds, transferred without explanation, left in silence by representatives who never returned, and ultimately disconnected in the middle of the cancellation process after repeatedly saying “hello” with no response. This happened multiple times tonight and has happened during prior calls as well. The overall quality of ADT’s customer service is equally concerning. Some representatives sound as though they are eating while speaking, there is often excessive background noise, and I have received inappropriate or unprofessional comments. Representatives regularly provide conflicting or incorrect information, or respond to straightforward questions with statements such as, “Yes, I think so.” Customers should not have to rely on guesses. Either the representative knows the answer or should verify it before responding. This is not an isolated incident. The lack of professionalism, accurate information, communication, and accountability appears to be systemic. ADT’s call-handling practices are disrespectful, dysfunctional, and completely unacceptable. UPDATE: 8/6/26: My alarm system was placed in TEST MODE after I explicitly instructed your agents not to place it in test mode before I close on my home on 8/24/26. I logged into my account and, unsurprisingly, discovered that my instructions had been ignored yet again. The customer service has been truly abysmaL, disorganized, incompetent, and completely unacceptable. It's a nightmare having to contact your customer service team and have no one actually listen.