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#9
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ADT-Monitored Security

36-Month Contract, Home Automation, Poor Customer Reviews

Our Score
8.1
User Score
1.6

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Or By Phone:  1-(866) 286-9723

Our Score
8.1
User Score
1.6
Rank this Company

Ratings Breakdown

Price

Monthly Price
$28.99-$52.99

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36 Months

Cancellation Policy

Can you cancel contract?
Yes

Moving Policy

Can you move with system?
Fees May Apply

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
1,126

This Review is maintained by Chase Sagum

Review Last Updated: June 8, 2017

ADT is one of the oldest home security companies in the world, with over one century under its belt. With that much experience, ADT-Monitored Security is bound to know what it’s talking about with securing your home. OR do they really know? While one of the largest home security companies in the nation, many consumers of late have not been expressing fond interest in the company’s services. Hopefully, our quick Good & Bad breakdown will help give you an idea about what to expect with ADT-Monitored Security.

The Good

  • $28.99/Mo Traditional Plan For New Customers
  • Free Installation & Nest Available With Video Plan
  • 6-Month Money Back Guarantee
  • ADT-Monitored Security Pulse App

New customers of ADT-Monitored Security can get started for just $28.99 per month with its Traditional package which is slightly lower than a majority of security companies out there. This plan comes with limited features but all plans come with a 6-month money back guarantee. If during this time, you are at all dissatisfied with the service that ADT-Monitored Security provides, they will refund you the installation charge and any monitoring fees you’ve accrued.

ADT-Monitored Security video plan comes with free installation, and a Nest Learning Thermostat which is just one of the perks of paying $49.99 per month for this plan. Not only that, but this plan includes home automation features that let you control door locks, lighting, your thermostat, and your garage, remotely from the ADT-Monitored Security Pulse app.

The Bad

  • No Free Installation With Traditional Plan
  • 36-Month Contract Required
  • Many Negative User Reviews Left On Our Site

Customers that are new to ADT-Monitored Security service will be able to take advantage of its lowest monitoring plan (Traditional) at $28.99 per month, however, this plan does not come with free installation or the extended limited warranty. You will be required to sign a 36-month contract (24-month if you are a resident of California) which is unfortunate if you become dissatisfied with ADT-Monitored Security service after the 6-month money back guarantee.

Users of our site have had quite a bit to say about ADT-Monitored Security and the service it provides. Several reviews proclaimed problems with ADT-Monitored Security reps not showing up to appointments they scheduled, not to mention the hours that some customers have been put on hold for. Other customers of ADT-Monitored Security have mentioned that they were charged high cancellation fees as well as expensive rates for service visits.

The Bottom Line

ADT-Monitored Security offers great introductory packages to help you get started with securing your home. The Video package is a little more expensive than the Traditional but it comes with free installation, tons of home automation features, and a 6-month money back guarantee. However, if you decide to go with ADT-Monitored Security, you must sign a 36-month contract, and you run the risk of dealing with its poor customer service, high cancellation fees, and costly service visits.

We do not recommend ADT-Monitored Security to be your home security provider. There are many other companies out there that offer better customer service and that are more affordable. Companies like Frontpoint Security, Protect America, and SimpliSafe.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.3
$19.99-$42.99
$0

#2

7.9
$34.99
$99

#3

6.1
$34.95-49.95
$99

#9
adt

1.6
$28.99-$52.99
$99

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1,126 ADT-Monitored Security Reviews

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  1. User Score
    2
    July 19th, 2017
    0 people found this review helpful!
    I received a flier in the mail all about ADT. So I called and asked questions. The rep on the phone said it’s a two year contract service and I was suppose to have all most of the equipment for free as it was a promotion. The guys came to install it and told me there were a few options I could purchase but the cost was over 900 . That is not what the coupons in my mail said nor what the rep on the phone said.

    The contract was actually written as 3 years not two that the phone rep said. Every time I tried calling the rep she wasn’t there, never picked up her calls and never called me back.

    The alarm kept malfunctioning. The alarm kept going off saying window crash ( something like that ) meaning someone trying to break in and the alarm would go off etc but it was my 10 pound cat who kept tripping the alarm when she smacked at the window. Then I was given a key FOB that I’m supppse to push before entering and I’m suppose to hear a loud beep from inside to let me know alarm is disconnected so I can enter without alarm going off .. well I could never hear the Beep so I would stand outside checking the ADT app but the app was always slow and then would disconnect so I woluld be waiting outside for 5 min pressing and pressing the entry key and checking the app etc.

    Also the advertised price says 29.99 to 50 etc. well my first bill was 65.00. TG I hurried and reviewed my contract the day after Installation bc contract says you have 3 days to try it out and cancel. The contract also said you must mail in cancellation letter by those three days and it lists the date in the contract. What’s weird is the people setting up the contracts do not carry them to hand you one. Instead you elecrtrinically sign when they are there then you receive the contract in your email.

    Luckily I called them and they gave me fax number to cancel it so I faced and mailed the cancellation. Keep your fax confirmation bc lady on phone said several times they do not actually receive the faxes ! So you would have no proof you faxed the cancellation. It took them few weeks to process it and send the guy back out to disconnect it. Then the guy started telling me all these stories of how he gotten broken into 3 times and someone who he just installed alarm cancelled it and three weeks later got his house broken into. It all sounded so fishy as if either the guy installing the alarm gets commission with each Installation Or he sends someone to your place to break in bc he is pissed you took his commission. I don’t like this company. They lied about the price , had very faulty equipment and with only 3 days to try it out and work out the kinks before getting into a 3 year contract judt isn’t right. I think they would get more customers and better reviews if they just made you pay for the equipment , went month by month no contract etc so you would have time to work out the kinks to see if you actually wanted to keep it .

    Read More
  2. User Score
    0
    July 19th, 2017 Claymont, DE
    0 people found this review helpful!
    My husband was doing some electrical work on our house and the electric was turned off where the ADT system is plugged in for a good 3 days or so. We noticed that our system had been offline that whole time and we did not receive ONE phone call from ADT. Did they not notice that our alarm was not giving off any signal? If so, that’s a pretty crappy “monitoring” system. Good thing no one broke in during that time. We had been wanting to cancel anyway, such a waste of money. We called them up and asked them why they didn’t notice our system was off, and they rep said that they “checked” our signal every so often and all the checks came back fine. Uh, bull crap! How could they if everything was unplugged AND the electric was turned off to that area? It was a she said/we said situation and we were told if we wanted to cancel we’d have to pay a penalty. Well, the penalty was as much (literally) as the remainder of our contract! This is just ridiculous. Never sign a contract with them!
    Read More
  3. User Score
    5
    July 19th, 2017
    1 people found this review helpful!
    We first got ADT in November,2012 and signed a contract for three years. During the contract period we had absolutely no prob!ems with the company, its equipment, or any other aspect. They even started to lower the price of the service at my husband’s request after the contract period.A couple of months ago, the alarm system began to randomly start beeping. The beeping continued until we entered our pass code. The beeping isn’t a problem during the daytime, but the system is right next to my bedroom and wakes me up at night. I’ve addressed this with them several times, because I’m tired of being awakened at night. They say its the fault of the tower, although, I didn’t have any problems with the tower during our first three to four years of service. They offered to send somebody out to look at it. I’m not sure I want to continue service with them, because they never seem to resolve my beeping problem.
    Read More
  4. User Score
    0
    July 19th, 2017
    0 people found this review helpful!
    These people are thieves. Charged my credit card without authorization and then had to fight with them about a refund. Made promises they refused to keep and false claims about service. No protection would be better than these people
    Read More
  5. User Score
    0
    July 19th, 2017
    0 people found this review helpful!
    Decided to change to local company as ADT doesn’t service my area economically. Got new company in to install complete new system 4 months from end of contract. All good would pay contract out when my MONITORED alarm with ADT was disconnected and of course they would call me because I’m paying for a MONITORED alarm. Main box opened tamper alarm sends message. I get a text. New company says should be a phone call but text is acceptable. Just before cutting through all cables new guy says you’ll definitely get a phone call as ADT will loose contact with alarm. Nope! 5 months later get a phone call asking why I haven’t paid. Answer – my alarm wasn’t being monitored. How long wasn’t it monitored. Was paying premium for a MONITORED alarm. ADT don’t supply service your paying for.
    New company calls me if I don’t set the alarm by a certain time and are a lot cheaper.
    ADT has an inferior service.
    Oh and they still want to be paid. Might have to look into how long my alarm wasn’t monitored for and demand refund.
    Don’t use them.
    Read More
  6. User Score
    0
    July 18th, 2017
    1 people found this review helpful!
    Their Service SUCKS !!

    It took 3 calls of 20 minutes to reach the billing desk to make a small amendment to my service.

    Will explore other companies and tell this over-priced company Bye Bye.

    They have totally lost touch with the customer and hire jerks to answer calls to answer the phone because they do not want to pay for properly trained staff.

    Read More
  7. User Score
    0
    July 17th, 2017
    0 people found this review helpful!
    To whom it may concern at ADT Security Services:

    My husband and I were customers of your “so-called” services for almost 3 years before we were forced to cancel our contract with your incompetent company. Issue after issue with our services (including paying close to 6 months without actually having our services instated, multiple false alarms, & absolutely HORRIFIC customer service) we had an incident at the beginning of July that has forced me to take more severe actions. My husband received a call from ADT stating that there at been a burglar alarm at **** address. Questioning if anybody was home, my husband informed the representative that in fact both myself and him were not at home & that we wanted the police to be sent where we would meet them at our home to make sure everything was ok. Long story short, I sat outside of my house for over an hour waiting on the police that ADT NEVER EVEN CALLED TO DISPATCH for the so called burglary that happened at our home. I called this evening to cancel our services as ADT had not executed their part of the contract….the entire reason we have their services in the first place. I spoke to a rude gentleman who informed me that we were still going to be responsible for paying out the remainder of our contract. I have contacted multiple news stations & seeking legal guidance. If you have EVER considered getting a security system, I highly recommend them to help protect your loved ones – but DO NOT GIVE ADT ONE SECOND WORTH OF CONSIDERATION. THIS IS THE MOST CORRUPT, AWFUL COMPANY THAT EXISTS.

    Read More
  8. User Score
    0
    July 17th, 2017 Smyrna, GA
    0 people found this review helpful!
    It is a big Cheat! I have to pay $990 to get out of the contract? The sales guy promoted in such a way that ADT has NO contract for $27.99/month. The service guy came after a few days, quoted $1400 and I said NO, that I was told it was only $99 for installation so, why $1400? Then he brought it down to the $99 installation fee and said since I don’t have a phone it will be $52.99/month. What? Anyways, I signed the paper and there was no contract and I asked him several times if there was a contract? He said there is NO contract and I could cancel anytime.

    After two months, I got letters and emails saying “the original document got damaged.” Got calls after calls even at work. The agent asked me, Could you please sign the document because the paper document is “illegible” to read your name and all we are doing is replacing the document”. I believed her! Thought ADT is a nationwide service, reputable, and they don’t cheat people. My only mistake is, I didn’t have time to read it. But, before I signed, I asked if there were any hidden charges or a contract. She said NO. Signed it! Now, I wanted to cancel and they are asking for 75% buyout fee, which is $990. This is such a scam.

    I called several time and everyone in ADT has an attitude because they are dealing with same kind of problem. A customer service lady told me, “You’ve signed the contract and it’s your fault, now you have to pay! Or else it will go to a collection agent and they will come after your property” etc! Such a drama! Now, I’m forced to pay $990 or I have to write another contract for three years.

    If I would’ve know I wouldn’t even opt for a service where I’ve to sign a contract for 3 years and 75% buyout? No way! There are many options for us. Why would I even do this? I feel so bad and it’s a mental stress too. I have to pay 400$ to buyout.

    I’m writing this on all the country ADT review site to help the customers. If ADT can sell their business by telling upfront that their is a 3 yrs contract and you have to pay 75% of rest of the period if you want to cancel/terminate that would help the customer. People move!

    Read More
  9. User Score
    0
    July 17th, 2017
    0 people found this review helpful!
    1st problem-I can’t set my alarm to ‘away’ because my motion sensor picks up the movement of my dogs (28 and 35lb dogs).

    2nd problem – since they completed the “mandatory upgrade” to my alarm panel, half the time it either doesn’t register when I press the keys, or it registers and doesn’t make the beeping sound when the key is pressed, so half the time I don’t know if the code I entered is correct and I have to press it in a second time.

    3rd problem – I’ve had the system for 5 years and my original contract was only 3 years. I called today to cancel my service (just can’t afford it with a new baby on the way) only to be told that when I had my “mandatory upgrade”, I extended my contract for another 3 years. I specifically told the rep at the time that I didn’t want to extend my contract, and she said it wouldn’t be extended, but that they were doing away with the old system so I needed to have the new panel installed. The cancellation rep told me they’d email me a copy of the agreement that they say my husband signed, but my husband is only aware of signing for receipt of the new panel. They told me I’d have a copy of the agreement within minutes, but it’s been hours and still no email. I try calling but they have a 20+ min wait for their service department.

    Company wants to charge me $600 to cancel the contract even though I’ve already completed the contract. Should have researched the company beforehand to look at their shady business practices. They apparently have a lot of bad reviews, especially when it comes to cancellation. Do your homework and don’t sign any contracts with this company.

    Read More
  10. User Score
    2
    July 14th, 2017 Gulf Shores, AL
    0 people found this review helpful!
    every two months the communications goes down on the system and even as if it is a on going situating they want me to pay 80 down and pay 7 extra a month and they havent given me the service i am paying for
    Read More
  11. User Score
    0
    July 13th, 2017 Sylacauga, AL
    0 people found this review helpful!
    Terrible company!! The cameras rarely work and their customer service is absolutely terrible. I will definitely be done them the moment my contract is up. I wish I had read reviews before going with ADT.
    Also, they tell you your prices will not go up as long as you are under contract, well that was a lie because mine just went up without any notice! I am not a happy camper😠
    Read More
  12. User Score
    0
    July 13th, 2017 Joliet, IL
    2 people found this review helpful!
    Every encounter I have had with this company has been horrible and dissatisfying. When the guy first came to set everything up, he said I had 30 (not 3) days of a trial. When i called within that time frame, the person on the phone said we only had 3 days. Not only did i hear the guy say a 30 day trial, my dad was also there as well and heard him say that. So we couldn’t cancel it. The person on the phone said we had a TWO year contract. So we waited out the two years (this July) and I call to cancel. The guy on the phone said our contract was actually three years. Seriously?? This company is a bunch of liars and they feed you information and have you sign a contract that is completely different. The only downfall is that I didn’t read through the whole thing because I was trusting his word. MISTAKE!! And we get charged $50 a month, not $28. I still need to find the contract in my house to see what it actually says. They man on the phone said he could send me a copy of the contract. But when he tried he said it wasn’t going through. Its a GMAIL address. How can’t it be processed? Then I told him for the last two years we haven’t even been able to sign into our account online. It kept saying sign in successful but we don’t have access to the site. What does that even mean? So he said he’d transfer me over to another representative. I was currently at work and already on the phone for a long time so i had to hang up. This company lied to us from the way beginning. They shouldn’t even be in business, or they need to train their employees to be honest about the company and its policies. it is crazy that they run this company off of dishonesty and mainly scamming people. That is not how you run a business. It is so so so disappointing.
    Read More
  13. User Score
    0
    July 13th, 2017
    1 people found this review helpful!
    I have a summer home in the North Carolina mountains which I am currently at. My alarm system has FAILED 3 times in over a month. I was told it lost contact with the cell tower. The first two time the customer service rep brought the system back up, third time I was told I need service but couldn’t get someone to me for a week. Let me add that I have been a customer for four years. I was told that when the system goes down I would need to be at the keypad physically to get it back up. If if fails when I am away I will have no service until I return to the home in the spring. The lack of technicians to service my system and the fact that I must physically be at the property and also the availability of other less expensive companies are helping me make the decision to discontinue service.
    Read More
  14. User Score
    0
    July 12th, 2017
    1 people found this review helpful!
    Originally signed up for a home Alarm with Voxcom who was sold to Protectron which was aquired by ADT. ADT offered a ” free upgrade” which required me to take half a day off work to have the new equipment installed. The install took 5 hours and ever since I have had nothing but issues with the alarm and the ADT app that allows you to control the alarm from your smart phone. The app is terrible and works approx 30% of the time. When you call ADT for assistance wait times are a min 30 minutes and normally it takes 60 minutes and you transferred to 4 different people only to have them advise they need to schedule another service call which requires you to block off a 1/2 day to wait for a incompetent technician to show up to attempt to resolve the issue. Since ADT has taken over the customer service has been beyond terrible and I would strongly advise you do not enter into a contract with ADT ever
    Read More
  15. User Score
    1
    July 12th, 2017 Fallon, NV
    2 people found this review helpful!
    I must have spoken to about 6 people getting transferred and told to “wait just a moment” for a total wait time of nearly a half hour until I was finally told my contract and installation date ( a very long 2 months in advance) would be resolved/cancelled.

    Too many people in customer service who are not doing a very good job.How can I believe ADT
    will provide good home protection when their customer service is awful?

    Read More
  16. User Score
    0
    July 12th, 2017
    1 people found this review helpful!
    Bad company. Wish I had read reviews first. I would paid less and gotten a lot more from another company. Final straw was then I told them I was moving and they didn’t care. Held me to 3 year contract. A three year contract that I paid the installation for and they won’t provide a service for when I move. A three year contract with multiple pages and very, very small print. I am paying to keep them off my credit report. I think the old time loan sharks were more honest.
    Read More
  17. User Score
    0
    July 11th, 2017
    0 people found this review helpful!
    ADT company policy refund is 4-8 weeks, I have to wait an additional 4 to 8 weeks for a refund, is anyone else having the same problem
    Read More
  18. User Score
    2
    July 11th, 2017 Ocala, FL
    1 people found this review helpful!
    I received an email today from ADT letting me know about ‘important account information’. The information was that they are unfortunately not able to continue absorbing the cost of doing business and will have to raise my monthly monitoring fee. I am going into my third year with ADT and this is the third such letter I have received. In fact, it is the EXACT SAME LETTER that I have received with the EXACT SAME INCREASE and EXACT SAME REASON each year. Do yourself a favor, look into other companies that feel keeping you as a customer is more important than a few dollars added to their bank account each month. I will be leaving them at the end of my contract!
    Read More
  19. User Score
    0
    July 7th, 2017
    2 people found this review helpful!
    Had this service for ten plus years when resident became sick and went into a medical facility. shortly thereafter he cancelled his land line because no longer home. Adt realized there was no connectivity any longer, asked for system check which was done. No other notice from Adt but continued to bill. For a year before notifying residents that system will only work with upgrade to cellular. Adt when asked about this said they left messages on phone which was disconnected. When told this was not possible they said they left notices on emergency contacts which was also false. When asked about a rebate for non service they refused said contract protects them. Terrible people work for ADT who really don’t care. The original resident passed away and ADT continued to demand payment even though they knew they were not providing any service
    Read More
  20. User Score
    1
    July 7th, 2017
    1 people found this review helpful!
    They told me they would cancel and waive fees!!! I then got a $500 bill and was told if I didn’t pay it, it would get reported to my credit!!! They even pulled the call and acknowled a representive told me that however they “were sorry and I still have to pay”!!!! They are thiefs and do NOT keep their word!! BEWARE!!!
    Read More

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Our Score
8.1
User Score
1.6
Rank this Company

Ratings Breakdown

Price

Monthly Price
$28.99-$52.99

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36 Months

Cancellation Policy

Can you cancel contract?
Yes

Moving Policy

Can you move with system?
Fees May Apply

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
1,126
Our Score
9.0
User Score
8.3
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
1,976