ADT

ADT

5.9

Our Score

1.1

User Score

ADT offers professionally installed home security systems in 40 U.S. states.

They do not offer home security in the following US states: Alaska, Colorado, Hawaii, Kansas, Michigan, Mississippi, Missouri, Montana, Nebraska, New Hampshire.

Almost all equipment needs to be purchased upfront.

Monthly monitoring fees start at $27.99 for basic home security, $52.99 to use the ADT app, and $58.99 for video monitoring.

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Pros

  • Video Surveillance Option
  • ADT Mobile App
  • ADT Guarantee

Video Surveillance Option

ADT has a video plan option where for $58.99 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.

If your home has a burglary while your ADT system is set, ADT will give you up to $500 towards your insurance deductible. 

Cons

  • High Monthly Monitoring Fees
  • Undisclosed Information
  • Negative ADT Home Security Reviews

High Monthly Monitoring Fees

Standard monitoring plans for new customers start at $27.99 for their traditional package and goes up to $58.99 for video monitoring.

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

Unlike other home security companies, like Protect America, ADT does not disclose how much added on equipment is.

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, a money-back guarantee, and a theft protection guarantee. Additionally, ADT offers a variety of high-tech products with their monitoring service: digital control panel, cameras, video doorbells, smart locks, motion detectors, and more.

However, when you look at the customer reviews left for ADT, the good is outweighed by contract and customer service issues. 

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


How Much Does ADT Cost?

Traditional: $27.99/month

  • Digital control panel
  • Cellular monitoring
  • Front door sensor
  • Wireless keychain remote
  • High decibel alarm

Control: $52.99/month

  • Monitoring and equipment from "Traditional" package
  • ADT mobile app

Video: $58.99/month

  • Monitoring and equipment from "Control" package
  • Remote access to video: live clips and triggered events
Additional security equipment and home automation can be purchased. Prices are undisclosed.
  • Indoor camera
  • Outdoor camera
  • Doorbell camera
  • Smoke detector
  • Carbon monoxide detector
  • Flood sensor
  • Emergency button
  • Automated door locks
  • Automated home lighting
  • Smart thermostat
  • Garage door monitor
  • Smart home plugins

ADT vs Vivint

View Best Home Security Companies

Ratings Breakdown
Monthly Monitoring Fee $27.99-$58.99
Install & Equipment Fee $99+
Contract Length 36 Months
Cancellation Policy Undisclosed
System Relocation Fee Undisclosed
Number of Reviews 2,720
Review Last Updated: May 14, 2020

Real Customer Reviews

The home security reviews on our site are left by both customers organically looking to share their opinions and customers whose opinions have been solicited.

In order to ensure the legitimacy of reviews on BestHomeSecurityCompanys.com, all reviews are moderated by real people. We check each review for fraud and violation of our review guidelines. Customer reviews are unbiasedly checked and used to rank the home security companies on our site. You can read the breakdown of how we rank companies here.

2,720 ADT Reviews

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3. Review Validation:

1

Score

Dolores Herrera Rio Rancho, NM

May 28, 2020

THEM!!! So called "customer service"...rude, arrogant and very condescending. I moved, cancelled my old home account and set up new one. I even had a confirmation number for cancelled account but they continued to bill me for 7 months. I was too busy to check on it so my bad but when I called and spoke to 2 "customer service" reps the second one was unbelievably rude.

0

Score

Cheryl Thompson Waco, TX

May 28, 2020

Out of town and alarm went off. They called me and asked me if I wanted them to go check!! Humm, isn't that what I have you for. This company is terrible one of their employees even used my credit card # to purchase her pizza at $20 if you cant trust employees I dont trust anything about this company DONOT USE

0

Score

Dinusha Perera San Diego, CA

May 26, 2020

The following email was sent to the CEO because I cannot get ADT to resolve my issue. We have a four-month credit balance because ADT kept billing us for two payments when we only had one system since end of July 2020. The request to apply the credit balance was denied by we were never informed or given any reason as to why our money was denied. Good afternoon, Mr. DeVries. I am reaching out to you directly since there is no resolution from the billing department and the customer service department of ADT. Montessori Explorer disconnected a second fire alarm system that we had installed from Protection One on a temporary modular building that held two classrooms.  This building was removed from the property in July and we contacted ADT with a 60 day notice to disconnect.  The school continued to pay for two fire alarm systems past the 60 days notice that ended at the end of August 2019.  The school had the alarm payment made via the school's bank account and continued a payment of $530.45 for two alarm systems until 12/30/2019.  At this time, the school had over paid for four months. I have contacted the above mentioned departments numerous times to reverse the double payment and apply that double payment as credit to the school.  The last department I called, I spoke to a lady the first time, she said she requested a credit and everything was resolved and that we do not have to pay till April 2020.  When we continued to receive invoices with balances I called the same number (1-866-776-9137) a man took my call and worked on the account and said the same thing. "Montessori Explorer has a four month credit and we do not have to pay till April 2020). Fast forwarding to the month of May 2020.  I made two payments of $253.45 for the month of April and month of May 2020.  On May 19, 2020 I received another invoice for $253.45 when we have already paid for the month of May on 5/13/2020.  I called the billing phone number listed on the invoice, and to find out the systems mentioned that we have a balance of $655.98.  Based on the last two payments and the current balance, it is apparent the credit balance that was available to Montessori Explorer was not applied.  The credit balance of four months was made to ADT for an additional system that the school disconnected in June 2019.  We paid the additional 60-day period which makes the payment of two alarm payments to end in August 2019.   Why is ADT refusing to honor the credit balance that is already with ADT? Why cannot the four-months credit payment be applied to payments of January through April 2020? Why is ADT being difficult to return credit payments back to its customers? I urge you to reply to these questions and resolve this matter by applying the credit to the months January through April 2020.  Montessori Explorer has already made two payments that should cover the months May and June 2020. Please address this urgent matter and reply back via email the resolution.

0

Score

Garland W Cantrell Valdosta, GA

May 21, 2020

Had a scheduled appointment for Tuesday, they called & rescheduled to Wednesday, they called again & rescheduled to Thursday for 11-2. We never received a call so at 2:30 I called. They wanted to restore Sunday, after already being rescheduled for 3 times I said to just cancel order. They did offer 3 months free service with 2nd rescheduled but today offered 2 months which would/ should have been 5 months free. The rep said no you will only get 2 months free total. The least they could have done was call so I would have been able to go do things I had already put off because of them. I will never refer them to anyone.

0

Score

Tunde Tiamiyu Round Rock, TX

May 21, 2020

Who is worse? A loan shark or Safe Haven ? At least, with a loan shark, you know they are asking for a money they loaned you. Safe haven wants to force you to pay for service you don’t want. It’s all nice and great until you want to cancel. They carry their contracts like Jehovah witnesses carry their Bible. There are many better options out there than these crooks. A gentleman with the title of relocation manager solicited on our property on the 14th of March(Saturday) to try to sell ADT services. After about 30mins of talking to him, we decided to give Safe Haven a try even though we are thinking of other DIY systems out there. The man scheduled a technician(Phil) to come in on Monday (3/16) at 4pm. Phil arrived on Monday at around 4:45pm. The whole process took till around 10pm before Phil finished. I had to miss 2 important meetings during this time because no one informed me that it was going to take 5hours+ to install a few equipment but that is not the reason for my frustration today. After Phil installed the main unit, he tried upselling me on other devices like smart door locks, door bell, garage opener, etc. I told him I’m not sure about what I see in the photos as some of the devices look too old for me. He mentioned that I have 3 days to try them and can cancel if I don’t like them. I was particularly interested in the smart lock but he didn’t have it available with him. He said they have a much recent one and he would bring it on Wednesday (3/18) to install it. He came on Wednesday to finish the installation of the smart lock. He came around 4pm again and left around 6pm I believe. After my wife and I used the system as a whole on Thursday, we decided not to go with ADT. Since it was night time and figured we still have Friday or Monday to cancel (Because everything was not installed until Wednesday). I called (3/20) at 11:59am to request a cancellation only to be told by the agent, Jamaine that yesterday was my last day to request a cancellation without being changed 70% of 3 years worth of service. I asked to stop the service as I would not be going forward with it and he said he couldn’t do it. I requested a supervisor and Brittany Shorts gave me a call back stating that the 3 day period starting counting the day I signed the contract which was late Monday night. I asked how Safe Haven could in good faith try to charge what would be roughly $1600 on a system I only had 1 day to truly use and test which was on Thursday? She kept referring to the contract and states she will not be waiving the cancellation fee. Could someone help me understand why we were allowed 1 day to try a system but want to enforce a 3 day period contract on us? How can SafeHaven enforce a contract when not all parts of the installation were complete? How can we as a customer review an incomplete system? This is wrong on so many levels, considering most companies out there are doing good by customers at this difficult times but not charging them ridiculous fees. The stupid system is archaic and cannot work with most other smart devices out there which was my base requirement. Don’t listen to what the installer tells you...Verify everything yourself before you sign their sleezy contract and whoever is responding to these reviews with your canned, copy and paste response should stay off my review unless you have something constructive to add I even sent email to their CEO and bunch of regional directors but got nothing but crickets....well...no surprise there...I’m sure he is the one singing the contracts song to all employees.

0

Score

Ryan New Lenox, IL

May 21, 2020

I called out of curiosity after an attempted break in. I agreed for someone to come out no hassle type deal. The guy told me there's a contract but no problem to cancel in future so I agreed. He did not install certain things I wanted n guess what cant cancel without paying 75 percent of 3 years lol. Customer service is a joke be prepared to get transferred 5 times. They will not budge on anything and if I'm going to pay I'd like to get what I wanted without paying 200 for them to come back, rush to leave, then do it again. Once you sign that's it. Realistically if someone breaks in every couple years n steals a grand worth of your stuff your saving a lot of money

0

Score

sharon Martin Palos Verdes Estates, CA

May 20, 2020

DO NOT SIGN CONTRACT WITH ADT! You will not be able to cancel. As a good paying customer for 6 years they have made it impossible to cancel service. I have tried every means to cancel service including letters to their corporate office, numerous phone calls to customer service and billing, to no avail., each time they say they have no record of cancellation even giving them confirmation number they say they have no record. Each day I receive harrassing emails, and notice of collections. ADT will not even supply an email to request cancellation in writing. I'm shocked.

4

Score

Philip Welton Shelby, NC

May 19, 2020

I was a customer of ADT for over 20 years, via other security companies that were purchased by ADT. As far as security and support, my experiences were good. Where ADT loses it is their policy where you must pay for 30-days from notification date of cancellation. They asked me on cancellation call whether my experience with them was good, and asked whether I would use them again. My answer was "yes". Then they informed me that the actual cancellation date would be 30-days hence. I quickly informed the representative that because of this policy, I would never again ever use ADT services. After $10K of payments over the years, ADT found it necessary to charge me an additional month's charges probably because some controller/CFO came up with this lame idea to increase profit because many customers would just go along and not complain.

1

Score

Matthew Ufford Olathe, KS

May 19, 2020

Had them for three years. Was suppose to be locked in at a set rate. Rate went up. I had automatic payment with them and somehow I always had a 120 dollar past due. Every time I called they said I was up to date. Finally our three years was up and we asked to cancel. After that they called all the time trying to get rate lower and get us back. Our last day came around and someone called and said I had a past due again. Said it was 15 dollars. Then said never mind you are up to date. Got another call and lady said 75 was due. Got tired of arguing with them and paid it. Their response time is slow and not worth it. I would not recommend them.

0

Score

Lydia Smith Essex, MD

May 18, 2020

I've had ADT since 1996. At first it was Brinks and then it became ADT. Today, May 18, 2020 I called to cancel the service I have had for over 20 years. They told me it takes a month to cancel and even though I will no longer have service after May 18, 2020 I will have to pay for another month. I do not recommend them. I cancelled because their customer service is terrible. Many times I was on hold for a long time and then someone would hang up the phone and I would have to call back. I should not have to pay for a month of service that I will not receive. When I get a security system again it will not be ADT.

0

Score

Sylwia Nowak Las Vegas, NV

May 18, 2020

0 Stars! Here's the story. Me and my boyfried splited up, however the system was registered on his name. After he moved out I called ADT asking to remove the system from my property or to block my ex boyfriend access to it. The associate that I have talk to assured me that he can be removed and I will have full access to the account, and he will have none. So I agreed to that. A week later my ex texted me pictures showing that he is watching me and my children on the cameras!!! I called ADT again, only to find out that they can close the account but under a condition of me providing a proof of my ownership and only then they will remove the cameras off my property!!! I emailed it immiediately, and now waiting for tech to come and remove it. And this is all for my money, because I set up a payment when I called them the first time, when they told me that my ex is removed and I have a full control over the system. I swear if their tech won't show up tomorrow I will rip these cameras of my property by myself!! ADT (Security Company ???) let a stalker watch a single mother and her kids for over a week.

0

Score

David hahn Mission Viejo, CA

May 17, 2020

We were on autopay Money came out of our account 2 times adt said they didn’t get it Our bank verified they did We gave documentation from our bank union ADT still didn’t apologize Kept having their collection people Call ???

0

Score

Cindy Smith Palatka, FL

May 16, 2020

Their customer service is terrible. My bill is all screwed up and no one knows j how to fix it. I have only had my alarm system for two and a half months. You cannot cancel for poor customer service. There has to be something wrong with the system itself, and something they can’t fix which is B.S. You have a 3 day cooling off period after your installation which is also B.S. How can you possibly know what you’ve gotten yourself into within 3 days? If you want out of your contract, good luck with the 75% of your contract fees that you must pay. Run from any blinding offers that they may give to sell to you, for you will pay a high price.

0

Score

Austin Lancaster, PA

May 16, 2020

Sales person did not explain the packages. Luckily I did research before hand. He also wrote down my bank info wrong and never sent me a copy of the contract. His iPad died during all this. I had to wait till it was charged then start the process all over. I spent the next week cleaning up his mistakes. I have had adt for one year, the carbon monoxide detector constantly goes offline.

0

Score

Regina Charlotte, NC

May 14, 2020

Bad business practice. Wasn’t under any contract, but decided to cancel and they failed to do so & now saying I owe them! They call everyday multiple times to harass you when they should have cancelled service that wasn’t getting any signal for over 6 months. I have reported them to BBB. Do not fall for their sales tactics & take out any contracts.

0

Score

Scott Warkow King of Prussia, PA

May 14, 2020

ADT mandates a 3-year contract and there is no way to get out of it. Even if you move. I will never use them ever again!

1

Score

Rodney Rouse Wichita, KS

May 13, 2020

11 year customer here. Experience with the actual monitoring is fine. Problem is with their account management & service. Was paying a monthly charge which did not compare favorably to new, competitive, market entries. Called ADT to cancel, based on cost. They provided a terrific retention offer. Agreed. Amnesia on next invoice. Fixed... until next invoice, and so the cycle went. I have now cancelled my service with ADT. There's only so much a customer will take, right? Now ADT is calling to fix the situation. Too bad, I vote with my feet (walking away). Already ordered new system from Dave at SimpliSafe.

0

Score

Chris Nepean, ON

May 13, 2020

Awful service, do anything but go with ADT (now Telus). Sales people are contracted and do not know the product but pretend as if they work directly for ADT. I was told if I had to cancel it was no problem as ADT owns the equipment, which is also why they didn’t write the cost of the products on the contract. Instead I found out I got signed up for 5 years! If you leave before that they want 75% of each monthly bill until the end of your contract. YOU are expected to test your alarm monthly by setting it off. Their monitoring doesn’t actually monitor if your alarm is working. They only know when an alarm is triggered. Safe to say if someone knows how to defeat your alarm, at least you got some ugly stickers for your doors and windows advertising how much of a failure ADT is. If you need to cancel and call them you will be bounced around waiting on hold for hours to have someone tell you they will calculate your penalty and call you back. Hint: they won’t. For a fraction of the price buy yourself a wifi camera and have it send you notifications when there’s motion detected. It’ll cost you 1/1000th the money and headaches.

1

Score

Robert Yarberough Casa Grande, AZ

May 11, 2020

System sounds or goes off for no reason we can’t use if we leave to go any place in fear that the system will not work as it should. Wast of money, better off getting a big dog spend money on dog food.

2

Score

John Phelps Orland Park, IL

May 8, 2020

Just cancelled the service after being an 18 year customer. I finally decided enough was enough when the monthly service fee touched $70 per month. I called and asked why the charges were so high, and was given the song and dance about 24/7 monitoring (I pointed out ADT only became involved in an alarm "Trip"), service, and other standard hype about the company. However, when I pointed out I had self installed a Ring monitoring system, equal to, and in my opinion a much better system, she could not logically explain the nearly $60 monthly fee difference. I simply informed the rep that the cost did not justify the service. Not surprisingly, the next day I received a phone call asking me to reconsider my decision. ADT was even going to discount my package with "Incentives". Ready for this? A $12 per month discount. Goodbye ADT. Hello RING.

1

Score

Francis Vancouver, BC

May 8, 2020

Have been with ADT for 13 years. I have decided to switch due to their bad service and obsolete and questionable equipment/system. A wireless sensor was out of battery two years ago. Despite my repeated calling and request for a battery, nothing has been done to fix the problem. Last night, the carbon monoxide detector started to beep intermittently (usual sign of maintenance issue). I called ADT service line and was appalled to be told that they did not see anything wrong in the system. I was then instructed to remove the panel cover and the batteries to stop the beeping. Once I removed the panel, I was shocked to see that the detector was hard-wired and there were no batteries. Touching any metal part inside could have electrocuted me. I called ADT again to let them know and again was told that nothing was showing in their system. I find it incredible that they do not have accurate information on devices they installed in the customer's home. When I questioned the agent about this, she became sarcastic and impatient so I asked to speak to her supervisor (Emily). I repeated the whole story to Emily and also told her that there was an expiration date of the detector written behind the panel cover (to be replaced by Oct 2019). Again, I asked Emily why ADT didn't replace it last year. What really upset me was her response. She said that it is the customer's responsibility to notify ADT when to replace the sensor. I have never heard of something like this before. A customer has to tell a security alarm company when to replace a piece of equipment if the expiry date of the equipment is concealed inside a box, are we supposed to unscrew every piece of equipment once a year to check the expiration date? It is a joke. Not only do they not admit that there is something wrong with their monitoring and maintenance, they put the blame on the customer. Time to get a more responsible and caring security monitoring firm.

5

Score

Micheal Smith Delhi, DL

May 8, 2020

The young man that came installed everything was new and did not install the door monitors. So I went two months without protection and after much calling and review, finally got them installed and ADT did give me some credit. A representative named Robin was very helpful.

0

Score

Christee Bailey Jacksonville, FL

May 4, 2020

ADT is a criminal ripoff. They were not helpful in resolving my system issues and wont add doorbell or cameras without extending contract which is already 3 years. Do NOT sign a contract!!!!

0

Score

Linda Akron, OH

May 4, 2020

we have been adt customers since 2006. we upgraded with pulse in 2018 and paid $1100 for it. when the service was done, is signed the electronic pad. never was i given any paper contract or told it was a new contract. when we tried to cancel the service due to moving to florida they deducted $591. since we were paid up for our monthly service, we questioned the $591 charge. they said when we signed for the upgrade electronically, we should have read the 9 page contract which states it was for 3 years. now they are trying to bill us for early cancellation. never did we receive a paper contract for the upgrade and were not told it involved a 3 year contract. we thought we were signing for the upgrade that we had paid for. will never use them again and will tell all about their shady dealings.

1

Score

Thomas Rees Santa Fe, NM

May 2, 2020

5 MONTHS into paying the 56 bucks a month, ADT - or rather one of the subcontractors who installs the equipment for ADT - has been trying to get me to sign off on a bill for ANOTHER $6000 ontop of the $1700 for equipment I was already billed for. The reason ADT is being rated a "1" is simple: their subcontractors only make money by selling you equipment you don't need! The ad I responded to says you get FREE this and FREE that, but if the installer says you need a few more window sensors _ BEWARE! My guy installed 22 of them for $139.00 EACH. The equipment prices are out of sight and I gather because the communication between ADT the company and who you THINK is ADT the installers (their letterhead says ADT SAME LOGO - but totally different company). In my case the installer was "Defenders". The installation rep tried to hit me with this insane bill and I told him he was nuts! "Well I want to do your house right so I'll use my employee discount - inferring he would keep the additional equipment to the $1700 figure I was still unhappy about (remember the ads say you get a 'free system' and like 1800 worth of "free" equipment). The Defenders installer never even returned to finish the job, ie my alarm monitors are not set on the right calendar date or time! Well, he never came back, true, but he also turned in the paperwork for the $6000 bill for equipment I did not want or need (certainly not at those prices!) which Defenders has robocalled trying to collect. THANK GOD I NEVER SIGNED THAT $6000 PLUS BILL! NOW the problem is, this is the SECOND SATURDAY I have been told to sit tight for a 4 hour window awaiting a visit from their (Defenders') service manager. "We really want to take care of you". What a bunch of you know what. I thought this company had a good reputation. I have heard that "Defenders" was installing in so many of ADT's markets that ADT just bought this slick family business for 55 MILLION dollars. Somebody is making out - but it certainly is not the customer, or me anyhow. the only reason i give them even a 1 is that 6 month guarantee that if you are not happy, they will refund monitoring costs (NOT equipment, apparently!) I know which stock I want to short next, that is for sure! What a totally unexpected ugly ordeal.

1

Score

melissa San Diego, CA

May 2, 2020

We bought our system from ATT outright under the guise that we didn't have any cancellation fees or there would be no problem if we moved in the near future we could take our equipment with us and it would work anyway. We were one month late on our monthly payment and they sent us to collections after I already spoke to the woman about lowering our monthly bill for monitoring and she said there was no way I asked her what if we just stop paying it is there going to be any cancellation fees she said no you own the system you're good next thing you know this happened now the system doesn't work for some odd reason and I'm guessing they shut it down from their side can't use the doorbell which we own can't use the whole system other than setting the alarm system but not the doorbell so the system yeah it does work but it's not what we wanted and got a bad credit score to boot my advice go with another company and always read the very small print on your paperwork which we did not receive from the installer who also told us if you own it you don't have to pay for monetary it's all yours don't worry about it what a scam not to mention you have to pay another company and also the city that you live in for a license to have an alarm it's just too much money go with Arlo wireless cameras that's my recommendation

0

Score

kristiana Spartanburg, SC

Apr 30, 2020

ADT is the absolute worst company to get involved with ! READ READ READ your contract - every single word! If anything happens you will owe every penny for your entire 3 year contract! I signed up with ADT in 2014- all the equipment was suppose to be free but I was billed 1500$ for the equipment at the end. Not even a month in to having the equipment the smoke alarm and door sensor was going off non stop. I was receiving letters from the police department and fire department that they were going to start charging me for false alarms. So- I called ADT to fix the issue and they tried to charge me 50$ for a technician to come out. I paid the 50$ and the tech never showed! my alarm went off 3 more times that week. I called ADT to figure out what I could do and the rep I spoke to said " let me just cancel your contract because you have had so many issues ". Fast forward 6 years and this account has been added on to my credit report, dramatically effecting my score. The are charging 1200$ for the 3 year contract I unknowingly signed. There is a collection company in Utah that handles ALL of ADT's collections and the manager told me something SO disturbing!- When the hurricane hit Puerto Rico and people lost everything and couldn't afford their ADT bills ... all of their accounts went to collections. ADT did NOT care about the people of Puerto Rico and does not care about their customers! SHAME ON YOU ADT!!!!!!! I have called several times to try to get the recording of the REP claiming to cancel my account and close it out BUT NOTHING of course .. SHAMEFUL ass company! do NOT deal with ADT unless you want to be put in the same position that I am in !

1

Score

Scott Baltimore, MD

Apr 29, 2020

We've used ADT at our home for around 13 years. Our experience has been very negative - across the board. Our greatest frustration is that the hardware just doesn't work very well. Our alarm goes off frequently at night for no reason, or for a sensor fault, and each time this happens it scares us and our kids and I have to prowl around the entire house at 2am to make sure there is no real threat. When we call ADT to have the issue addressed they send a tech out and he solves for the sensor that is broken, but he doesn't do a system-wide diagnostic to see what else may go wrong soon. When he leaves, the system works fine for two weeks and then we have the same problem. There's too much pain and difficulty to remain with the company. I stopped paying the bill months ago because I'm so upset with the service. I think that I will need to sue them to get them to stop billing us.

0

Score

Amelia Smith Peachtree Corners, GA

Apr 29, 2020

72 hour time frame after install to cancel service without charges is a lie. They will tell you to go fax a paper that simply says “I am cancelling service” and then have their fax machine not accept your fax. 6 months money back if you don’t like their service is also a lie. They only give money back if your equipment is broken and they can’t replace it for some reason, which would never happen. If you call to complain, they’ll just transfer or hang up on you every single time. The company is a scam. Don’t give them your money, it’s not worth.

0

Score

Alek Nortamsk Toronto, ON

Apr 27, 2020

Stay away from this company - especially if you are considering using them for your business. Their Technical, Billing and Management support is beyond horrible! This company is a big FRAUD!

0

Score

Lynn Osterhout McKinney, TX

Apr 24, 2020

ADT has been untruthful each time we have dealt with them. The system has not worked properly for over 4 years. Multiple service calls, repeated replacement of equipment and still poor performance. Tried to cancel the contract 3 months early. Was told they would cut our rate by half for the remainder of the contract so we would not pay a penalty. When time came to cancel ADT informed us we had actually extended our contract by 5 years. Have fought this battle for 10 months. Now they say the cancelation fee is $1000. We did not extend the contract and cannot get anyone to assist us. Just continued accusation that we extended the contract

2

Score

G.Ma Riverside, CA

Apr 23, 2020

ADT is fine as long as you don't need them. I am trying to cancel after two year contract expired, been on the phone over an hour after website chat said I could only do it by phone. Called 4 different numbers, referred to another number each time. The biggest problem is that they use "independent" contractors to sell service and then must verify terms of contract.

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Elizabeth Dietz Saint Joseph, MO

Apr 23, 2020

I would definitely look into a different system ADT does not stand behind their product if you have something that does not work they charge you extra customer service is horrible please please choose someone besides ADT

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Edward Starnes Powder Springs, GA

Apr 22, 2020

Eward Starnes Atlanta Georgia 4/22/20 ADT has real bad customer service, they act like they care about your needs but they really don't. They are over priced. I've Ben a customer for 17 years started out with brinks than adt bought them out. On 4/18/20 I added another feature to my alarm system, had a appointment from 8-12 noon on that Saturday. When u set a Appointment they read u a disclaimer due To COVID 19 explaining how u suppose to interact with there tech and how they will wipe things down and stay 6ft apart and where protective gear. 1st of all that didn't happen when the tech came to my home. 2nd of all they were suppose to call in Advance that didn't happen. Well after my feature was installed it still wasn't working properly. The tech was so busy worrying about his next job. He also was a contractor for adt,didn't no what he was doing. I had a Wi-Fi extender at one time but wind up missing due to grandchild. The tech said that I would need one. When I set this appointment up they asked me questions about my system, never once about a Wi-Fi extender. The problem is When u come out to install something have everything u need for the customer to be serviced. I paid 190.00 dollars to the tech And my service still not working properly. Called customer service same day 5 times Each time spoke with someone different each one apologize for the bad service and the ordeal that I went through with the tech. Well the last person I talked said they where going to take care of it. They set another appointment for a tech to come out on wensday 4/22/20 between the hours 12-5. The lady said she would follow up to make sure that everything will be taken care of. Also wanted me to pay an additional 48.00 dollars for the Wi-Fi extender. Again haven't heard from anyone. Called again that day 4/22/20 at 4:30 pm and talked with another person that was very rude nd didn't care. My contract is up 5/12/20 and will be canceling. Adt is a very bad company stay away from them.

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C. Martin Las Vegas, NV

Apr 22, 2020

I disgusted at the cost of 398.00 for less than 30 minutes of labor. They came to change out a battery. I have been a client for well over 10 years. Im cancelling. Truly upset at this cost.

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John Mckamie Elgin, TX

Apr 22, 2020

Was told would get 100.00 refund but had to send 5.00 dollars to get the refund and I was sent a letter stating that I didn't qualify for the refund so I feel that they have lied and broke contract

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Julianne Wiley Temecula, CA

Apr 21, 2020

We have had ADT for many many years and sold our home recently. First we were told that we had to give a 30 day notice, so I paid another month. Then they took the payment out of my credit card anyway, even though they said the date had expired on my card. So now I should have a credit, but I keep getting bills for another month. You can't find a live person who can help and when I email I am told they can't help, wrong person. I can't believe the lack of customer service for someone who has been a good customer for several years. Trust me, we will not use ADT for our next alarm! I am beyond frustrated and disappointed with ADT. My advice is to run!!!!!

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Eric Tittle Columbus, OH

Apr 20, 2020

Do not use ADT alarm system. ADT only monitor alarms, not your system. ADT does not monitor your systems if stops working or goes down.

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Daniel Dooley San Jose, CA

Apr 20, 2020

Billing is the most confusing process I've ever seen. Called three times to seek resolution - the last lady I spoke with sounded overwhelmed by the notes on our account so I offered to have her call me back the next morning. An hour later a man called to discuss my past due account ($20.43 - not sure where this charge came from), and I told him I'd wait for the lady to call the next day. Never heard from anyone and now I'm getting past due notices for the $20 charge after having a $1,600 system installed. Not impressed.....

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George L Lewis San Jose, CA

Apr 19, 2020

Very supprisingly, and concurrent with the instillation of the ADT System ☹️ in my home, I discovered a toxic smell coming from somewhere in my home. Therefore, to date I can only imagine that it has something to do with the motion detectors they installed, so the will know what room I am in. Also, the smell is still there but no one can find is origin. The ADT installer informed me that when my house goes on the market he is going to buy it. This was more than a scary statement. However, WHAT CAN I DO ????? George Lewis, Jr. (562) 241-8185 PS:. I just hope I am not being damaged 😣 by the fumes!