ADT UK Reviews

Name: ADT UK
Rating: 1.17

1.2 Rating 178 Reviews

4 %

of reviewers recommend ADT UK

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1.2

Based on 178 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“So many 1 star reveiws, they also do the alarms at MBR ACRES Puppy Farm who breed Beagles for toxic experiments when they suffer unimaginable pain and death, tou are also guilty as you associate with them so are also to blame from all of their deaths”

ADT UK 1 star review on 3rd October 2022

Helpful Report

Posted 2 years ago

“ADT is the worst company I have ever had the misfortune of being duped into using. They have very slick sales and marketing, but from the moment you sign up it is not downhill, but straight off a cliff and then repeatedly knocked about the head. It has been two years of incompetence at every level, with the initial install being messed up not once, not twice, not three, but four times, and then the system failed several times requiring visits from their ‘engineers’ (I put that term in brackets as they never seemed to know why they were at the job, or how to do what they were meant to do, and were on several occasions extremely unprofessional and aggressive) then I was repeatedly charged for install works that didn’t happen, as well as being charged for engineer callouts related to the system not working, and pursued aggressively for not paying these phantom bills which, incredibly, included an entire charge for the whole extra setup of another alarm system, that I do not have and definitely never ordered, as well as exterior visual alarms that were mever installed. The pursuit of these phantom bills went on for over a year and a half, and required several hours on the phone spread over several weeks to be resolved. Oh and they never, after so many visits, removed the previous alarm system, a service they promised me, which I paid for, which i was repeatedly told would happen every time an angineer would visit, but which each time the various visitors would tell me “no, iv not been told to do that” before proceeding to mess up my system further then leave (on most occasions). No one seems to know what is going on at the company, as none of the departments seem to be in any way synced, so every single person you speak to at any point, one needs to start from scratch, which means billing messups and any issue beyond the most extremely basic ones on their end can seem irresolvable. Staff are rude and nonchalant, and seem to be well aware of what a dysfunctional company they work for. I have had faults on my system the entire time we have had it, but I gave up trying to get them fixed because of the stress and time involved in getting any engineers around and fear of further phantom bills and the consequent months of stress, emails, phonecalls and their aggressive letters. At least the alarm turned on, so i left it at that! Anyway, the alarm now doesn’t work properly again, and after three days of trying to get an ADT engineer here, having been told two days ago they would arrive ‘in the next four hours’, which they never did, then told yesterday repeatedly they would arrive, which they never did, then the engineer arriving today six hours after their timeslot, and not fixing the alarm, I’m out. My only worry now is that I’ve heard ADT aggressively pursues ex customers for bills issued after they stopped being customers with as much zeal as they pursued me for their randomly generated phantom bills. A note that it seems they have paid to pack online review sites with fake positive reviews. You can always tell by seeing the large number of 1 star reviews that tend to be well explained and realistic, then the countless, slightly weird and banal five star reviews.”

Helpful Report

Posted 2 years ago

“I was totally missold my policy by an inexperienced salesman. Given a second chance I would not have had an ADT alarm installed. The driving force of ADT seems to be how much money they can extort from you.”

Helpful Report

Posted 2 years ago

“Engineer came without prior appointment to do a routine service. Not sure what he did but we couldn't set the alarm in the evening, Preminum call rate number given, 20 mins on hold, told no engineer available, after 4 more chases with lenghty on hold, waiting 48 hours following days, still no call back or engineer. Absolutely appalling non exsistant service. Arrogant and unhelpful. Will change supplier at earliest.”

Helpful Report

Posted 2 years ago

“Since we returned to ADT, the company has not been able to provide a fit and functioning system which invalidates our insurance. If ADT checks their records, you will see the continuing complaints and error reports which are still not being resolved. My team and I have spent many hours on your service line waiting for your engineers to sort the issue out. When someone finally arrives, the system is restored temporarily, for the system to fail again after a few weeks. As you can see, we have not been able to use the alarm for the last few months and our insurance has now put an ultimatum to leave ADT and switch to another company whose system is reliable. Having discussed this issue with your competitors and other venue providers, we understand that ADT are in breach of your contractual terms and conditions, as you are not being able to maintain our alarm system inline with my insurance requirements, i.e. not fit for purpose.”

Helpful Report

Posted 2 years ago

“My newly installed back-up battery failed within 2 weeks. Cannot set the alarm and insurance is jeopardised. Called them 3 weeks ago now, they promised a call within 2 hours. Nothing. Called and called again and every day they promised a call within 2 hours. My alarm is still inoperative because of the battery fail. No one is accountable. Cannot get a name for the “line operation whatever” who is supposed to assign jobs. The excuse: there is more than one. Surely, there must be a “General” in this army of renegades.... I asked to be given his/her name, no luck. They are all faceless and nameless. Hiding behind this anonymity they manage to get away with appalling service and screw their clients over and over. I will be writing to the CEO next, Company’s House will have the name.”

Helpful Report

Posted 2 years ago

“Had are alarm since 2020.40pound start package then added indoor camera 126pound.now june 2022 I have cancelled contract do to cost keep going up was 34 pound then up to 40 then they reduced to 29.but on cancellation they have cut me phone app off so the camera I paid for no long er works in the house but the alarm still works.so if the camera dose no longer work because you have to pay for monitoring they should refund me as I paid for it to work with alarm not police monitoring .I was told by adt all added cameras etc would all work if I left adt.i am left with a camera now not working and only works on adt system feel ripped off by adt as I have been a loyal customer. R.marsh”

Helpful Report

Posted 2 years ago

“If I could rate ADT as negative 100 stars I would. This is literally the worst company I have ever worked with. We have two houses with ADT alarms and on the two recent occasions (in the past 3 months) where we have had to get an engineer to come in as the alarm repeatedly kept ringing at 3am the response was appalling. It took them over 2 months to sort out the first occasion and we are still waiting for an engineer for the second occasion and it has already been over a week. You wait for hours on the phone to speak to someone who promises you someone will come and sort out the issue at a specific time. You wait inside all day and no one ever turns up. You call them and they say that the engineer cancelled (but they never bother to let you know). You book in again... they promise you the same again... no one turns up again. Only when you write in to complain do they give you a £30 voucher with M&S... what a total joke. I would NEVER recommend this company and as soon as we are in a position to change companies I will do so without hesitation. Anyone would be better than ADT.”

Helpful Report

Posted 2 years ago

“DO NOT USE!, There are no words that I can use to describe how unbelievably useless ADT are. The salesperson will visit your property and bore you to death for 2 hours and sell you products that you don’t actually need. I had products missing from my initial install and ADT never even had the courtesy to return my calls when I phoned to complain (3 times!!). Such a shame because i had great expectations of ADT and it all started so well but the level of customer service is diabolical! Summary - It’s over priced and there are much better systems out there for better value, please do not waste your time or money!”

Helpful Report

Posted 2 years ago

“Motion sensors that are not triggered by someone breaking into a house and arrogant customer support! Do not recommend!”

Helpful Report

Posted 2 years ago

“Got charged 302 pounds for an engeneer visit that lasted 90 minutes and all he did was reconnect my cctv camera to my new modem. I was not informed that I will be charged by the customer service. The cameras are the worst ever the images are blurry. Worst ever service imagined. I cannot believe that I am stuck with these cin artist a multi billion pound company robbing people that tries to make a days wages. AVOID LIKE THE NUCLEAR HOLOCAUST WORST EVER COMPANY THAT EXISTS. DO NOT BE FOOLED.”

Helpful Report

Posted 2 years ago

“I have had an ADT home fitted alarm for some time now and I’m still tied into their service contract. The system itself is easy to use and tidy in my home. However the support when the alarm is activated or it has gone wrong is not sufficient at all. I get a call the day after my alarm has lost power or in some cases a few days later when it has stopped working out disarmed itself. There is a fault with my system and I have been waiting a couple of months for an engineer despite chasing it up. During all of this I’m still paying £35 per month. I am contemplating stopping the payment now until the come out and fix it. I imagine that will speed things up. Im afraid I will be looking elsewhere for a company that is on call 24/7”

Helpful Report

Posted 2 years ago

“Avoid! Mark Spiers lied and mislead us totally and now we are stuck in a contract and being hounded. Can’t actually get hold of anyone and the complaints dept won’t take our calls. Dreadful company!”

Helpful Report

Posted 3 years ago

“100% Rip off company - AVOID AT ALL COSTS The salesman lied about what we would get and when I called ADT and then emailed them (as they requested) about what we were sold and what we were delivered they never responded - ever”

Helpful Report

Posted 3 years ago

“Deplorable communication and service. We have had real trouble with ADT's service as a whole in the last month. Below is a complaint sent to them which they have yet to acknowledge - I would hope they might acknowledge this here. This service is unacceptable. We were recently subject to a power surge that caused a fault in the panel, which caused it not to be able to communicate with the app or with our cameras. This occurred on 1st March 2022. We first attempted to troubleshoot this to no avail, and then called out an engineer on 4th March, who visited promptly on 7th March. He identified the problem and coordinated a solution. We were initially told that a part had been ordered, and that the bookings team would be in touch when this arrived. We received a call on 10th March at 0905 to ask us if we had availability in 30 minutes to fit the new part. This was significantly short notice that we were unable to accommodate this. We were told the bookings team would be in touch to reschedule the visit. No calls were received for 4 days. We called the ADT helpline on 14th March to follow this up, and the representative I spoke to was still under the impression that the parts were not received. They offered to book an appointment for 18th March. We received a text message on 15th March detailing that the visit would be delayed to 22nd March. Due to the discrepancy between the date on the text message (15th March – image attached) and the date previously given to me (17th March) we attempted to contact ADT. The wait times were long enough that we were unable to do so. We called the ADT helpline on 18th March to clarify. The representative we spoke to was unaware of the part having been delivered. They were also insistent that it had been rescheduled despite acknowledging the discrepancy from the text message. They then rescheduled the appointment for 24th March due to our unavailability on 22nd March. 24th March – we waited from 0830 to see when the engineer might arrive. At 1204, we called the ADT helpline and was reassured that an engineer would attend. We waited until 1730 before calling your helpline again, where we were informed by a representative that the engineer was unable to come today. At my request, the representative informed us that the system had been updated at 1232 to highlight that an engineer would not attend. No effort on the part of the engineer or bookings team was made to contact us. We were reassured that the bookings team would contact us to reschedule as soon as possible. 31st March - One week later, bookings team has not contacted and the representative has told us that again, an engineer has been booked for 1st April without any attempt to let us know or ask availability. While this panel is not communicating, we have had unexpected calls from an automated helpline, at times in the early hours of the morning. 03/03/2022 – 0801 (1 call) 08/03/2022 – 0353 (2 calls), 0439 (1 call), 0440 (1 call), 0527 (1 call) We also receive daily reminders from the app that the panel is not able to communicate. We have also received a letter to this effect despite us highlighting this. It is clear that their automated systems are dissociated from the personnel on the ground.”

Helpful Report

Posted 3 years ago

“Cannot get hold of any staff, problems with alarm No one calls me back On phone at 21.24 at night with alarm with problems, clearly have no staff in the office when you need, alarms has gone off need to get hold of them including nights”

Helpful Report

Posted 3 years ago

“Avoid Avoid Avoid Avoid Avoid We had a non functioning ADT alarm for seven months set up in our house. Only recently they got got it fixed after a scathing review on Trust pilot but now ADT want us to pay for outstanding bills when it wasn't working. Absolutely scandalous. We wanted a refund, refused. We tried cancelling the contract for breach of contract, refused. Now they sent a solicitors letter threatening to charge us £985.10 if we don't pay for their non service. Avoid this company, read the reviews. I wish I did.”

Helpful Report

Posted 3 years ago

“Poor service, faulty product fitted, Waited in for 3 booked appointments and no engineer turned up”

Helpful Report

Posted 3 years ago

“Shocking Service Alarm broke in early December. More than 3 months later we haven't seen one engineer despite many hours on the phone and at least five arranged visits. Never updated on any of the arranged visit days to say an engineer is not coming despite promises. Got a great response after escalating but still no engineer. Offered to give three months back but we haven't had a working alarm for three months anyway. Escalated again twice and have had no response to either. We've been very patient and very polite but I would now recommend anyone thinking of buying an alarm to avoid ADT. Worse response to a service issue I have ever experienced”

Helpful Report

Posted 3 years ago

“Engineer disconnected by internal door ring and couldn't work out how to reconnect it. said he would be back but never bothered . I have called the service centre but no one has followed it up. service/technician (definitely not engineers) people are very poorly trained . Couldn't work out how to set up the doorbell camera . Wasted 3 mornings of my time. Customer service is now really bad .i will be cancelling my contract when it comes up for renewal shortly.”

Helpful Report

Posted 3 years ago

ADT UK is rated 1.2 based on 178 reviews