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#6
ADT-Monitored-Logo

ADT

36-Month Contract, Home Automation, Poor Customer Reviews

Our Score
8.0
User Score
1.1
Our Score
8.0
User Score
1.1
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$28.99+

Install & Equipment Fee

$99

Contract Length

36 Months

Cancellation Policy

Undisclosed

System Relocation Fee

Undisclosed

Number of Reviews

2,398

This Review is maintained by Chase Sagum

Review Last Updated: July 10, 2019

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

7.8
$19.99-42.99
$0

#2

7.0
$34.99-49.99
$99

#3

4.7
$29.99-45.99
$99

#6
ADT-Monitored-Logo

1.1
$28.99+
$99

Pros

Video Surveillance Option

ADT has a video plan option where for $49.99 per month, you get the standard security systems package along with a camera that includes video surveillance features that you can monitor through the ADT mobile app. Most home security service providers still do not offer video surveillance as a service. So if this is an important feature to you, you’ll want to consider ADT.

ADT Mobile App

With the ADT app, you can disarm and arm your ADT home security system, receive email and text message alarm notifications, and control your home’s smart devices like smart locks and motion sensors. According to the ADT home security systems website, the ADT app uses innovative Z-Wave technology.

ADT Guarantees

ADT offers a six-month money-back guarantee on installation and monitoring if you are unhappy with your current home security system. Additionally, according to the company’s website, ADT offers a theft protection guarantee that lets you “get up to $500 of your insurance deductible covered if a burglary occurs while your system is armed.”

Cons

High Monthly Monitoring Fees

Standard monitoring plans for new customers start at $28.99 for their traditional package. Those interested in the ADT mobile app or an outdoor/indoor camera, will need to pay more for the more comprehensive home security packages. The cost could end up being higher than other leading home security system providers. Specifically, their lowest plan is considerably higher than other industry-leading providers and their respective lower plans.

Undisclosed Information

Unike other home security companies, like Protect America, ADT does not disclose how much their monitoring packages are. While you can see that the company offers three packages, it’s difficult to see the distinctions and what equipment is offered in each package.

Negative ADT Home Security Reviews

On BestHomeSecurityCompanys.com, ADT customer rate the company at 1.2 out of 10. Common complaints of ADT customers include sales and installation reps failing to show up to scheduled appointments, long wait times, additional charges, and high cancellation fees.

We have received over 1,500 negative ADT reviews from real customers. We never scrub reviews to make companies appear a certain way to potential buyers and negative reviews cannot be paid off by the company.

Our Recommendation

ADT offers a video surveillance option, a helpful mobile app, and a money-back guarantee as well as a theft protection guarantee. Additionally, ADT offers a variety of high-tech products with their monitoring service including cameras, video doorbells, motion detectors/motion sensors, a digital control panel, smart locks, and other monitoring service equipment. Unfortunately, the bad seems to outweigh the good when it comes to ADT security systems.

Customers are charged high monthly fees for ADT security services and are usually locked into a long-term contract. Also, there have been a plethora of negative customer reviews regarding ADT customer service and professional installation.

At this time, we do not recommend ADT for home security because of their negative reviews and their undisclosed information. We recommend choosing a home security company that discloses pricing and package information. Check out our top companies here.

 


ADT Home Security Packages

Traditional

  • Uses a cellular connection for monitoring / alarm
  • Backup battery
  • Digital panel
  • Wireless keychain remote
  • Door and window motion detector
  • Window and yard sign

Control

  • All equipment from the ‘Traditional’ package
  • Ability to connect to the ADT mobile app
  • Z-Wave technology

Video

  • All equipment from ‘Control’ package
  • Indoor camera
  • Outdoor camera

Possible Add-Ons

  • Carbon monoxide detectors
  • Emergency alert button
  • Flood Sensors
  • Smoke detectors
  • Video Doorbell Camera
  • ADT Go – to keep track of your family member’s locations. Includes 24/7 roadside assistance and vehicle crash detection.

Are there any inaccuracies in this review? We take our accuracy very seriously and would love your feedback. Give feedback here.

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2,398 ADT Reviews

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  1. User Score
    10
    October 30th, 2014 Sacramento, CA
    0 people found this review helpful!
    Haven’t had any problems with adt service. Very competent co. Kudos to adt. Only had them a few months. Hopefully they won’t raise my rates after one year. That would cause me to consider other options. Other than that. I’m very satisfied with adt.:-):-)
    Read More
  2. User Score
    3
    October 29th, 2014 La Vergne, TN
    0 people found this review helpful!
    Customer service agents not able to provide consistency with issues already discussed before.
    Read More
  3. User Score
    2
    October 28th, 2014 Englewood, CO
    0 people found this review helpful!
    The alarm system is down; the control panel does not have any power. I contacted ADT technical support three times on the 27th for a total of 95 minutes waiting time and was told that the sooner they could schedule a technician to come to our house and look into the problem, it would be on 11/12/2014 or about 2+ weeks from the 27th. This is an emergency not a regular maintenance visit!
    Read More
  4. User Score
    0
    October 27th, 2014 Phoenix, AZ
    1 people found this review helpful!
    I’ve been trying to get my services deactivated since August 2014 and now it’s late October. My husband signed the contract and I’m and authorize to make any changes on the account but ADT will not let me de-activate the account. We have been out of contract since June and my husband works 15-16 hours a day and I’m un-employed and a stay at home mom. ADT states they will have to speak to my husband to make this change. I spoke to a representative at ADT and she stated she works 12-13 hours a day and when she gets a break she makes her important calls at that time. Well the problem with her is not my concern. Yes my husband gets a break but who wants to be on a 30 minute break trying to get a service de-activated which my take ADT 35 minutes because they are trying to get you to change your mind…(really) Just de-activate my services. Very Poor judgment for the consumer when theirs someone that can call in and make changes to the account as long as the changes benefit their company. It’s sad to say that I have to write a letter and have my husband sign it and no telling what other obstacle will we have to go though in order to get the services stopped. Can someone help me figure this out….ADT is not consumer friendly
    Read More
  5. User Score
    0
    October 27th, 2014 Queen Creek, AZ
    0 people found this review helpful!
    I was never told that the contract was 3 years period. Called to cancel it on 2nd year anniversary and what a surprise, now I’m calling to cancel it again, and they want me to pay almost the same amount and will be do if I keep the f$%^&g contract till it’s end. HATE THEM with all my heart. I don’t even use the service, they are the worst DO NOT sign a contract with them.
    Read More
  6. User Score
    1
    October 26th, 2014 Nederland, TX
    0 people found this review helpful!
    I’m not happy with ADT Protect Your Home and I will not refer anyone…. The company charged me 160 to set up an appointment telling me this was the only way to lock in the price of thirty dollars. Then the send a technician and charged me 300 dollars then sixty dollars a month! This is way more than I planned on paying for an alarm system and I am not happy! I will work hard to inform people of this and the three year contract….!
    Read More
  7. User Score
    3
    October 23rd, 2014 Long Beach, CA
    0 people found this review helpful!
    I have had this company for 12 years– and I hate it . I could not cancel because of a contract- finally did it today. Customer service is awful. Had a tech come to my house, with a charge of $180 for the first 30 minutes- I was sure to make sure he was in and out- still charged for an hour because he did not report his time correctly. Took me several phone calls and letters to get it resolved.This is after phone support gave me bad info to fix the issue. At $35.99 a month, I felt every penny was wasted.
    Read More
  8. User Score
    1
    October 22nd, 2014 Downey, CA
    0 people found this review helpful!
    We had an ADT alarm system on our home for 2 years. Our power got cut from their system and we were never contacted by ADT. Not one person called to see what happened. When I called to cancel service, I talked to 4 different people and not one of them made any comment about us being off the grid. All of ADTs advertisement claims immediate response, in our case it was no response. As far as home protection, they failed. Choose carefully!
    Read More
  9. User Score
    4
    October 22nd, 2014 Pelham, NH
    1 people found this review helpful!
    I wanted to discontinue ADT security systems but was told by ADT that I was in a contract and if I would brake the contract I would have to pay them $ 400.00 I thought that was unfair to me. I am on social security and a fix income. looking for a better security systems
    that is affordable to me.
    Read More
  10. User Score
    1
    October 18th, 2014 Lake Isabella, CA
    0 people found this review helpful!
    ADT’s installers pierced an electric wire putting up the control box. This mistake took out 3 wall outlets and my front porch light. In order to protect my car I’m using an extension cord putting us at fire and trip risks. My car is still inadequately illuminated. Many calls still leave me less “safe” than b4 they stomped into my house.
    Read More
  11. User Score
    0
    October 16th, 2014 Los Angeles, CA
    1 people found this review helpful!
    I have had ADT for 10 years. Over the last couple of years, the service has been getting worse and worse. The last two times, I’ve taken time off work to sit home for a 4 hr window, and the repairman has never shown up. Then when you call to find out what happen you have to speak with the scheduling office, which takes a minimum of 30-40 minutes to connect. Once you get a live person, they usually can’t manage to schedule service for at least a week. I have a maintenance agreement, and with that I would expect to get service. And expect the person to show up when scheduled. Both times, the person said they called to reschedule, but as I was home waiting, I’ve been sitting by the two phones that I gave the numbers of, and they never rang!! They have two strikes….. one more and I drop them! They used to be good, helpful and responsive. Not anymore. Avoid if at all possible.
    Read More
  12. User Score
    10
    October 15th, 2014 Melbourne, FL
    1 people found this review helpful!
    I’ve had ADT in five of my homes in three different states, since 1997 and now in my current home. I’ve never had one issue with the service, and the two occasions I needed help, it was due to a bad battery that I was able to replace myself. The system works perfectly, and I am very happy with my new Pulse System…especially the Pulse interior cameras. It’s not the cheapest system, but when it comes to my home and family, I don’t want the cheapest….I want the best!
    Read More
  13. User Score
    0
    October 13th, 2014 Parkville, MD
    1 people found this review helpful!
    I had an ADT system installed in my previous home and it was active for over 9 years. When I recently moved, I decided against my better judgement to have the existing system transitioned to an ADT system. I schedule an appointment far in advance (10 days) and took the day off based on an estimated arrival time of 12pm-5pm. At 3pm, I called for an update and was told the technician would arrive between 5pm and 6pm (after my initial time estimate). At 6:15pm, after they still had not yet arrived, I call them again and after being placed on hold three times for more than 30 minutes, I was told that they would have to reschedule; no apology, no explanation, no offer for my inconvenience. When I asked to speak to a manager, I was told that they would call me back as they do not put you no the phone with the manager; rather they have to call you. I’m not going to hold my breath waiting for them to call back, but more importantly, I’m not going to give them another penny of my hard-earned money. I would recommend to everyone I know, everyone I don’t know, all of my family, friends, and even my enemies to stay away from this money sucking, customer service lacking, horrible company. At one point, I was an employee of Tyco (ADT’s parent company) and now I am ashamed to have been associated with anyone who is affiliated with them. Thankfully, I got out before they convinced me to sign a contract binding me to them for another minute. Go to someone else. Avoid them at all cost!!!!
    Read More
  14. User Score
    1
    October 13th, 2014 Hinsdale, IL
    0 people found this review helpful!
    Power went out at our home for an extended period of time during a bad storm. After checking our basement emergency battery pump after six hours into the storm all was good and my husband and I went to sleep knowing that we had a water sensor from ADT to alert us should any water start to seep into the basement. At 4:30 am we received a call from ADT stating that out water alarm sensor had been activated at 3:01am!!!!!!!!! So for an hour and thirty minutes water was seeping into our finished basement causing damage to our carpeting. The customer service representative apologized gave no explanation for the huge delay in notifying us of the alarm being activated and we were told to file a claim for the damages with ADTs insurance carrier Zurich International. After many phone calls, letters, photos, paid receipts etc sent to the claim representative our claim was denied. We were told our contract gives no specific time frame for emergency response. Why would anyone have an emergency alarm system in their home if the company monitoring you does not respond immediately? AND all of ADTs advertisement claims immediate response to its customers. We also come to find we don’t have a contract with ADT. We’ve paid them for 12 years for home monitoring and this is how we are treated. We have contacted our attorney and are pursuing legal action against ADT. It would be interesting to know how many other families have had the same experience.
    Read More
  15. User Score
    2
    October 13th, 2014 Valencia, CA
    0 people found this review helpful!
    I had a Brinks system prior to upgrading all my equipment to ADT. I was promised it was state of the art…I even bought the Pulse package. After the install, the system tells you the wrong doors are open. Technicians say this is a known glitch. But they won’t do anything to fix it. Also, the Pulse panel is defective. Had it replaced twice. Sometimes it locks up so when you touch the screen, nothing happens. The sales guy gave me only $200 off the total purchase price for all the trouble I’ve had. Their call center is not aware of any of these defects. I have two control panels and one does not return to the home screen. Technician says this is known too but the call center does not know anything. This equipment is worthless… Junk! Buy from another company.
    Read More
  16. User Score
    0
    October 11th, 2014 Mesa, AZ
    0 people found this review helpful!
    HORRIBLE CUSTOMER SERVICE!!!!!!!!!!!!!
    UNRELIABLE EQUIPMENT!!!!!!!!!!!!!!!!!!!!
    Read More
  17. User Score
    0
    October 7th, 2014 Littleton, CO
    0 people found this review helpful!
    This company is in meltdown. I have a big house and spent a fortune on this system. What I got was a massive headache, customer abuse, lies and bait and switch. I have a request for a refund into VISA due to Naren Gursahaney’s, CEO, failure to deliver on all the false promises. This is the worst company I’ve ever done business with in my 50 years. The alarm missed a break-in while working with corporate and most Sr. Tech and customer service wasn’t even their. After only 4 months, I want out of ADT so bad I can barely speak about it. Bad, bad and very bad is all that comes to mind.
    Read More
  18. User Score
    0
    October 5th, 2014 Old Bridge, NJ
    0 people found this review helpful!
    adt sales people are not honest, I had multiple issues with sales force, installations, quality of service, shady technicians, systems not installed to quoted specifications, multiple attempts to extort money not owed, etc. large co without any respect to their customers. Their only goal is to get you on their hook for 3-year contract, and make you suffer, if you decide to quit earlier due to their dismal service and support.
    Read More
  19. User Score
    0
    October 4th, 2014 Pensacola, FL
    0 people found this review helpful!
    RUN, RUN Away, Go!!!!
    There is no customer service, there is only waiting for hours on hold. Then I needed my system checked and they wanted to charge me $100 to send someone to the house. RUN! It may be a household name, but so is mold, rats and poo, but we don’t keep them around. So disappointed. I’m going to support the local economy.
    Read More
  20. User Score
    0
    October 2nd, 2014 Appleton, WI
    0 people found this review helpful!
    Horrible experience with this ADT !! I have had 5 service calls in less than 2 months and my key fobs still don’t work! First guy install entire system wrong I could not open any window because all of the sensors were incorrectly placed, and I could not shut my patio door after he left because the sensor was incorrectly placed and in the way! When I called, at 9:00 pm to be able to shut my patio door the installer told me to get dental floss to remove the sensor, when that did not work he told me to remove with a spatuala!! THen told me to go BUY new tape to reinstall myself!!! WTH!! Next day new installer reinstalls all sensors does not have zones correct, pulse not working and never set me up for a password. Had to return to bring me a sign for the lawn… Are these people trained?? First guy told me the microwave would set off an alarm if I placed one on a certain window in my kitchen, and could not even use his own ipad. was billed 2 times to the incorrect credit card, never recieved my Visa reward back, Now had another installer out AGAIN had to re- install and redo all zones with defender, took more of MY time and my key fobs were never programed!! UGH!! Really and I still have to WAIT for another service call?? I had to talk to a manager and sit on the phone for 2 HOURS to get this last installer out because ANDREW out of Milwaukee was so rude he called and said he was not coming to my appointment because it was scheduled late and too far away for him. ANDREW said everything could be fixed over the phone, I could not even believe this ANDREW still works for ADT! I am horrified that my family is still unprotected and I have to take more time off from work to deal with something that should have been done correctly the FIRST TIME!!! THIS IS HOME SECURITY!!! TAKE IT SERIOUSLY!!
    Read More

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Our Score
8.0
User Score
1.1
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$28.99+

Install & Equipment Fee

$99

Contract Length

36 Months

Cancellation Policy

Undisclosed

System Relocation Fee

Undisclosed

Number of Reviews

2,398
Our Score
9.0
User Score
7.8
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$19.99-42.99

Install & Equipment Fee

$0

Contract Length

36 Months

Cancellation Policy

Pay Balance

System Relocation Fee

Free

Number of Reviews

2,378