Defender USA
Reviews and Complaints

I still have not received the two $100 gift cards promised at install from adt installer. It has been almost two months. If the gift cards do not arrive by month five I will be canceling the service as it will be within the 6 month cancelation period.

On December 4th 2020
I ordered a (L) OD Green, American flag hoodie. I was charged and received a confirmation email. Today is January 11, 2021 and I have still not received the product I ordered. I've sent nearly a dozen emails and have never received a response.

ADT is the worst company ever! I don't even know where to begin! We can start by the tech that came out to install my equipment back in June of this year admitted to drinking way too much the night before. He made countless mistakes while setting up my services, and even tried to ask me to pay $1500 upfront for equipment. I asked him to leave immediately as that was not a part of the set up process as I was told over the phone. He then acted like he got on the phone with management to cut me a deal, probably part of their scam. I was charge the very next day $91.85 after being charged $106.43 to set up services. When I called to complain that Following Monday, I tried to cancel services. Their rep was also nice, and made me aware that they would speak to management about the tax and that they would work hard to try to prove that they were worthy company.. A few days later, I called to finally cancel as something didn't sit right in my gut with the company. I spoke to two ladies that day and the final one who refused to allow me to cancel services and told me I would have to pay 75% of my contractors put me on hold when I asked to speak with a supervisor. I never got to speak with a supervisor and ended up hanging up because I was on hold over 20 minutes.. The worst of this issue is, I tried to have services move to a different address. I had let the techno up on setting up service that I will be moving in a few months and asked if this will be a problem. I was told no and that's a process to move your equipment is very easy and that the equipment moves with you. So, when I called a week prior to moving to set everything up, the tech over the phone seems surprised that I was moving so soon. He then let me know that I would be charged $99 moving fee, which was not explain to me when I asked the tech who set up my services. The rep on the phone told me that it's within my contract, I'm always told something is within my contract. Long story short The rep puts me on hold for nearly 10 minutes, Healing gets on the phone and tells me that my payment was on successful and that they do not except prepaid cards anymore. Mind you, this is the same car that is set up for ACH debit through ADT and the same card that I set up account with. The rep has a Tate it, as I let him know I'm still moving and I need to have my security system moved along with me. He then put me on hold and never got back on the phone and after nearly 40 minute call I had to end it. When I called in a few days to speak with the rep about the same story she acted like she didn't know what the rep is talking about as far as not excepting a prepaid card. She then put me on hold and then came back and told me that with the rep told me was correct. So, I asked her to transfer me so that I could cancel services with ADT as if I'm on able to pay since I do not have a bank account, there's no reason for me to continue with ADT and since it's not my fault that you all don't accept Pre-paid any longer, I shouldn't be penalized for that. I was met with aggression, and people who should not work in customer service, as they did not show compassion or work towards a resolution for me. Long story short, ADT charge my account $52.99, on the same debit card that they said they no longer accept. I will be contacting them again! There will need to be answers for why I was told a prepaid debit wasn't excepted but now you all are debiting my account for equipment that I'm on able to use.

# 1 complaint: 11/ 03/2018 - 1st signed contract ( # U389115991 ) 1st technician was misleading & did some things that I consider fraudulent or taking advantage of. Called Defender & requested a decrease in monthly pay & remove a couple of the alarm service in my home.

11/27/2018 - 2nd technician was also misleading & informed me that he could not remove anything; I had to call in & take care of the adjustments.
I called in & c/service rep told me totally different as to what the tech was supposed to do to take care of the changes requested by me.

From that point on, I have called Adt/Defender over 8 different times to correct the monthly bill pay, not to take payment from my -6669 acct, etc. I have been charged NSF for adt/defender taking payment from my acct.

It has caused me great anxiety to have been mistreated by a so-called reputable company as adt/defender.

Carla, a c/serv mgr, finally straightened this situation & I greatly appreciate this.

#2 - I have not recvd the reward for signing on w/ adt/defender. Mailed 12/13/2018.

Because of my persistency, I was able to communicate w/ Carla. Not everyone who contracts w/ this alarm company is stupid & there are a # of us who will follow-through if there is a problem.

Loretta Muir

We had a security system installed on Monday. ( August 6, 2018)The man represented himself as working for ADT. He does not He works for Defender. He left without giving us a copy of our contract. We specifically told him that we wanted the security to be connected to our landline, he connected it to our cell phones which is a higher monthly charge. We finally got an email copy of the contract ( eight pages) today, Saturday August 11, 2018. Our checking account was debited for a cell connection. I have contacted the fraud department at our bank. They are investigating the charge. This is a very shady company. I have read of similar stories like ours. THEY need to be investigated for FRAUD.

Tried to cancel our service with them, thought we got it resolved. They told us our account was cancelled and will receive a reimbursement check for the month we didn't even live at the listed address, it never came in. Now (Dec2015), they have billed us again. Almost two months not living at the listed address they have and we are still getting charged. Called a week ago to speak with a Sean Notling, left a message and never got a returned phone call. Been calling all day to speak with this guy, left three messages, and a few e-mails and now they're closed. Sounds like they are trying to avoid the call. Not to mention every time I called his number it was jump back and forth from "not available" to "away from the desk" message.

I responded to a flier in the Sunday newspaper from ADT that promised a 100.00 gift card if you call and have a home security system installed for 99.00. Sounds good until I closed the deal on the phone with Defender Security-authorized ADT dealer. The manager promised me (2) of the 100.00 gift cards if I signed up. Well, this sounded really good. He even said that I would have the cards by the weekend, this is unbelievable, I thought. Well, the system was installed two days after that call, the 99.00 dollars was drafted from my account, along with the first monthhly payment, plus tax. So by the weekend 170.00 dollars was drafted from my account. Now, I called ADT and they gave me the number to Defender Security(authorized ADT dealer) since they put the out the promotion. So, I called Defender security and told the girl that answered the phone my story. She sent an email about the cards and reimbursed me my 99.00, since the whole "receive the cards by the weekend" was a lie. So, I hung up feeling good, like I was being taken care of. She said the reimbursement takes 7 to 10 days, and gave me a number to call about the cards, which by the way can take up to 8 weeks to receive. I called back a couple of days later and demanded to talk with a manager. I was connected with this Manager who was very loud and obnoxious in the phone and basically told me that he would be making all decisions that day, completely shutting me down. I suggested that he should call the company and expedite the gift cards. He stated that he was not going to do that as he was doing everything within the "parameters" of his job. Basically giving me the telephone number. The place that handles the cards finally mailed me one voucher that I was suppose to receive by email. There was only one voucher for one card, and thay wanted 4.95 for shipping and handling to get the card, copy of picture ID, first months ADT bill, and agreement to receive future advertisements, basically junk mail. WHAT A SCAM IS ALL I CAN SAY. I violated one of the oldest rules, "IF IT SEEMS TO GOOD TO BE TRUE IT PROBABLY ISN'T". Needless to say I have contacted TYCO, the mother cooperation for ADT and voiced my complaint with them, as of now I still have no gift cards, I will not send 4.95 for something that was promised to me for doing business, that is just bad business. Be wary of future promotions from any authorized ADT dealer. As for the security system it is grade A.