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.

Pros

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

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 here.

 


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

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 2,603
Review Last Updated: January 17, 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.

2,603 ADT Reviews

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0

Score

Gary E Contant Tampa, FL

Dec 21, 2019

Calling to cancel my service I was told I had to give 30 day notice, but my service had not been working for the last 30 days at least, i was told a tech would come over and if he discovered my service was not working properly I would recieve a refund. The tech immediately knew my service was not working but ADT would not honor their promise to refund me. Instead they sent me another bill the next month. Not happy at all with ADT and their dishonesty has turned me away forever.Never again would I trust was home was properly monitored by ADT , very disappointing to say the least

0

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Elizabeth Richmond, VA

Nov 12, 2019

If you want your home safe DO NOT use ADT. They ARE NOT reliable, they ARE NOT dependable, and on top of all that they have terrible customer service, basically they don’t give a damn. Go local!

0

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Norman Demain Sandy, TX

Nov 11, 2019

Even after advising ADT in June that our house was sold and that we no longer needed their services, they kept on billing us into October. We gave them the name of the ADT rep we informed of our sale, but they claimed we didn't speak to the right department. How stupid can they be to give up a long term customer for $30.

0

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Nicole M

Nov 11, 2019

HORRIBLE SECURITY! I had an ADT system installed in my home due to the circumstances in which my violent and abusive estranged husband kept coming to the home illegally. I wanted to have security as after separation is the most dangerous time for a woman coming out of this situation. The account was in my and my aunt's name. I ended up needing to leave the home and move to a place where he no longer knows where I live. All of my possessions remain in the home. My husband called ADT and got them to send him my verbal password in the mail! Once he had that, he called them and used my verbal password to cancel my account, which he was not supposed to have been able to do as their own policy states that they cannot cancel a person's account without the permission of the account holder! He had the account canceled and placed into his name so that he could enter the home to reset the system. After lengthy discussion with ADT and them acknowledging that they never should have allowed any of that to happen, they closed the account from my husband's name and placed it back into my/my aunt's name. They added a note on the account stating that my estranged husband was NOT to be even spoken to regarding my account. Well, a few weeks later I get another notification that my account had been canceled AGAIN! They did the same thing over again. I sent them the litigation which shows that my estranged husband is NOT supposed to be doing anything with my possessions, as well as proof that he does NOT live in the house. Regardless, they illegally closed my account and gave access to the very person that their system was intended to protect me from! HORRIBLE SECURITY!

10

Score

Cassie Brand

Nov 11, 2019

I have been a customer with Adt for 5 years and yes every company has some bad apples but for the most part they are there for their customers .What other companies are personable to their customers and help when we are experiencing financial hardships, illnesses, etc. Alot of us want to give bad reviews but don't read the contract before signing it, no fault but our own, can't expect every employee to tell you everything in it. Definitely feel like they are under rated.

0

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David Wall

Nov 9, 2019

ADT installed a system in our home and it wasn't working properly from the very first day. After 9 months of asking them to come fix the problem we decided to get another security system and stop using ADT. Now they have sent a credit service after us to collect on the unpaid part of our contract. Eventhough their system never worked. For the first 9 months we were paying for a security system that we thought was working properly but actually wasn't working at all. Scary thought when you put your trust in a home security system that is not doing anything when you think you are being protected. The company provided no solutions and had no employees willing to remedy the problem. We are happy with our new security provider. There are good ones out there. Do your research.

0

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gee carey

Nov 8, 2019

they come up with every excuse in the book to prolong your cancellation. I had to resort to yelling and screaming at 'michelle' who was also very rude. she said how about if we cut price to 48, I said I would not do it for 8. she said how about 1 month free, I said I just want to cancel. she said how about 2 months free. I said very rudely, I just want to cancel. she said I heard you say 4 times you wanted to cancel and I said, well then what don't you understand. this conversation happened after I called to cancel and they had to send me a code to cancel. when I got the code and called they said they had to speak to my hubby. so I called again and 'michelle' did not even ask for the code or to speak to my hubby. anyways, now I have to wait a month because they have a policy that you need 30 day notice to cancel...stay as far away from this company. there are many more. I am extremely unhappy. I will change a 1 to a 0 right now....good luck.

0

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Chase Bolton

Nov 7, 2019

I had a security system put in four years ago. First 3 years was under a contact. Once it was over I sign another 3 years A year later into this 2nd 3year contact. I got a divorce. They refused to help me cancel the contract. The wanted to move services to my apartment and then start the 3 years over again. . ZzMY ADVICE TO EVERYONE DONOT SIGN WOTH THIS COMPANY. FIRST THEY PROMISE A 100.00 GIFT CARD THAT YOU NEVER RECEIVE AND THE REST RUNS DOWN HILL

0

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Kara

Nov 6, 2019

ADT has the most incompetent customer service. It took me three attempts to cancel my service and when it finally was cancelled they still billed fo for the entire month even though I had been trying to cancel for weeks. Since the cancellation went through one day after the next period started I was charged the entire month. I was assured a final bill would be sent and no long would be auto drafted for the cancellation charges. A final bill was sent but days later the amount was auto drafted! They tell you one thing then do another. They are just a money hungry company that doesn’t listen or respond when they are asked questions. Not to mention the customer service during our time with the company was terrible. They never came over the speaker when they were supposed to and always called the wrong person first when a false alarm would occur. Terrible company and terrible service!

0

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jasmine

Nov 6, 2019

Terrible service! Installation engineer has been out 3 times. Each time, PHIL, sneaks out of the house without speaking to me about what work has been done. Fails to complete the job. Speaks rudely if I ask questions. No one takes ownership to ensure the job is completed, passing me from one department or another. It has been over THREE months! They took my annual payment but my alarm has yet to be installed. I have yet to get a refund and now have to complain to regulators. Not worth the headache.

0

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donna rismay

Nov 5, 2019

I contacted ADT last month in Oct. I still have not received a contract or anything in writing other than a paper bill and email notification of an upcoming bill for 53.99. I contacted the ADT customer service 6 times within the last because of the promotion that was also sold to me included a refund for installation. Each representative promises to send an email with instructions for the installation rebate yet I still haven't received any email checked daily spam folder as well. Eventually I receive an email notification for my upcoming bill which I really appreciated the notification but it's not the correct monthly agreement the representative sold me during my installation call. I contacted the ADT to inform them of the error. They said it's out of the 30 days to downgrade but I say it not a downgrade it's in my contract I agreed to on the phone. However again, I've never received a written contract or confirmation. I asked that the recorded conversation be investigated so it can be honored as it was sold. I was never informed of any change to my agreement until I received the bill notification. I have been mislead other incidents in this short month by ADT as well. In my frustration I decided to cancel this contract completely. I was told I had 30 days, on 10/25 I called to cancel they said I had 3 days to cancel. At this point I still hadn't received the bill notification so I didn't know about the error. Then 11/1 I noticed the error and along with all the other incident over the past month with ADT and it authorized "Dealers" which they keep transferring my call to, I'm the victim on a scam. They have locked me into a contract by giving me incorrect deadlines dates, non existent promotions, and almost doubled my monthly bill amount for 24 months without my consent. I previously had Vivint for 6 years 49.99 a month, no issues better more modern equipment user friendly and efficient, however I was attracted to ADT lower bill promoted 36.99 and due to no longer in contract with Vivint, I went for the bait and got scammed. The ADT touch screen alarm panel looks outdated compared to Vivints, speaker phone options like Vivint had either if emergency can hear and speak to representative from monitoring center from a good distance in my home. My ADT experience is a nightmare, I’ll be returning to Vivint and spreading the word about how terrible America’s best alarm company is. I can’t even believe they can say this in there ads as horrible as everything has been. I am now realizing the other reviews people have written and it’s all similar. ADT is not a good company to get serviced from.

0

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Bill

Nov 1, 2019

We canceled our service never had a contract , then they tell us we had a five year contract , we said show us the proof they haven’t then they send us a bill for 700.00 , this company is out of its mind , we had them for 17 yrs , stay tuned .

0

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Rachael Nicholas Phoenix, AZ

Nov 1, 2019

RUN!!! Unbelievably awful customer service! In the beginning everything seems awesome, they are very helpful and responsive so you choose to go with them. Until you run into your first issues, which you will very quickly, then the blame game and I don't knows begin. They basically do their best to frustrate the customer so much that they give up on the issue! Awesome customer service strategy guys! If you stick with it and call and call and call you will eventually get someone to help you but by then is all the time and headache you spent really worth it!?! We purchased this system for our business location and had issues right from the start. After the install began our area rep bailed on us and left us with ADT trying to charge us $2000 more for equipment he threw in for free to sweeten the deal. Fun story, ADT has no idea what goes on in the field, the rep doesn't really update them and even when ADT tried to get in contact with him to confirm what we were saying, he basically ghosted them as well. They did end up fixing the issue after 3 weeks and about 15 phone calls. Then the monthly billing issue began. They started over charging us in our monthly billing in what we were guessing was a round about way to make back the money for the equipment they had just agreed to include because of all of the hassle. Another 2 weeks and 10 phone calls later, we finally got that corrected. Fast forward about 5 months, our alarm was triggered and 1am and they called to ask if we wanted police sent, we said yes. They called back to tell us they wouldn't and it wasn't their fault because a permit was never filed. WHAT PERMIT!?! The one your rep should have told you about and set up in the beginning! You mean the rep that bailed on us! So in all of the previous phone calls we had made, in all the complaints made about the rep, after talking to many higher ups, not a single person ever informed us that we didn't have a permit registered 5 months ago knowing our rep had bailed on us. Now for the past 2 nights we have since it happened we are getting calls between 1230-130am letting us know we should have the system checked after the recent incident. Thanks ADT for waking us up in a panic 3 nights in a row and when we call to complain and get it fixed, commence the I don't know why's and blaming everyone else instead of just fixing the problem. Way to take responsibility and and care of your clients ADT, here goes another few weeks of calls and complaints again I'm sure to get this issue fixed now as well. RUN! This company is dishonest and has no loyalty to it's customers in any department, sales rep, billing, customer service lines and half of management! But your stuck for awhile once you sign up with a contract and I'm pretty sure that's what they count on!

0

Score

Macayla Baskerville

Nov 1, 2019

Buyer BEWARE!!! The cameras do NOT work. I called the company within the 3 day grace period to cancel. (the cameras never worked during this time). They instructed me that I could not cancel over the phone nor thru email. I had to mail in a hand written letter to cancel. -what is it 1980? I did as instructed. Then of course, they said they did not receive it. This is EXACTLY why I wanted to do it in an email that can be verified. This is company is a scam. I then called customer service to get it resolved. Adam, from the company literally laughed at me and the situation.

1

Score

T Smith New York, NY

Oct 31, 2019

We found out the hard way that our system was not being monitored by ADT even though we paid their $42/month fee for more than 10 years. When we cancelled they tried to continue to charge the following month and claim a 30-day contract notice requirement. There was no requirement in our contract, it was simply BS. Never again.

0

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Charlie Webber Cambridge, MA

Oct 30, 2019

Had ADT, technically still have. Just a heads up anyone considering ADT, they make you sign a 3 year agreement. At no point do they tell you that you are signing a 3 year agreement. It would seem important to mention. If you sign a 3 year contract and want to move at any point during that contract in 3 years and install ADT in the place, the 3 years resets. The contracts are address based. If you want to get out of the contract you have to pay 75% of the contract. So I still have 21 months of a contract I had no idea I was in, to get out I have to pay $783. Really frustrating. Again the sales people, or at least mine, do not mention the 3 year commitment. I called their customer service team and they acknowledged that the sales people do not have to mention it, it's on you to read the fine print. I'm paying the lump sum, because apparently they auto renew you at some point unless you nail the timing. There are reports of having to send in a written not by mail. ADT is a nightmare, way too expensive, and not great. Ended up switching to Ring. Just as good and way cheaper.

2

Score

Diksha

Oct 29, 2019

booked an engineer as call out to repair our alarm. The engineer call out chares was different each time when we called. Booked an engineer and paid £216. The engineer rang on the date of the appointment that he could not not come and will arrange another appointment for us. He booked another date for us.The engineer did not turn up or rand untill 5.30 pm and so made a call to ADT and found that he will come late. He came at 7 pm and did the repairs. after 4 days the alarm stopped working and we rand ADT. We were requested to pay them call out charges again. very bad customer services and we would not recommend anyone.

0

Score

T

Oct 28, 2019

NOT GOOD FOR FEMALE SENIORS...NO I DON'T KNOW MILITARY TIME! MY ALARM NEEDS TO BE RESET. TIME IS CONSTANTLY WRONG. I HAVE BEEN A CUSTOMER FOR OVER 12 YEARS. MY DOG HAS SEIZURES TO NOISE & SEPERATION ANXIETY. WHEN ALARM IS LOW IT BEEPS CONSTANTLY. THIS HAPPENED WHEN AN ACCIDENT CAUSED OUR BLOCK TO BE WITHOUT POWER FOR 10 HOURS. TIME HAS BEEN OFF SINCE THEN. THEY EXPECT ME TO FIX IT QUICKLY MYSELF OR PAY OVER 150.00TO HAVE SOMEONE COME OUT TO FIX IT FOR ME. I CHOOSE TO LIVE WITH THE WRONG TIME..AND START GETTING EXTIMATES FROM OTHER ALARM COMPANIES.

0

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rathin das Laveen, AZ

Oct 28, 2019

I've been having issues with the front door bell as it gives false bell every now and then. also, the live feed is not showing up in the App. Spoke to the customer service today and although they were trying their best t hep, it was frustrating to see that there was no resolution. ADT couldnt even tell me what the issue is. Its mid-night for me and i had to wake up in middle of the night due to the false ring and spent 20mins with the Customer service and i'm told that ADT charges for sending the technician. If the technician finds its working at that moment then he will charge full labor. ARe you kidding me? DOES ADT HAVE ANY ETHICS? ISNT THIS CRAPPY SYSTEM PROVIDED BY ADT? ADT SHOULD BETTER GIVE ME A RESOLUTION AND TELL ME THE CAUSE AT ADT'S COST

0

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Ron Van Yken

Oct 27, 2019

You cannot escape these people. Their charges for cancellation are ridiculous. Police will not respond to a motion detector going off. A total and complete waste of money. Buy a sticker from the dollar store, stick it in your window and get the same protection Check the BBB and you will find that even though they have managed to buy their way to an a+ rating they have over 3500 complaints from consumers levied against them..

2

Score

GV

Oct 26, 2019

BBB should conduct an investigation about this company they are too many complaints for them not to do anything about it. I should have read the reviews on here before I had them service my alarms. I got a package from a promotion for $27.99 to have the alarm system and a door bell camera installed. On the day of the installation the technician couldn’t installed the door bell camera for whatever reason it was, I told him to cancel my order if I couldn’t get everything that was promised in the package. He called his supervisor and explained the situation, he puts him on speaker and he told the technician to give me a gift card for $100 the value of the camera just so I wouldn’t cancel the service. It’s been 4 months since the installation, I called them last week to inquire about the gift card they took my info and said someone will get back to me within 72 hours nobody did. I called them back again today, they keep transferring from one department to another until someone said they don’t have no records of me getting the gift card for the door bell or the call that I made last week. They also failed to tell me that the city that I live in charges an annual permit registration fee of $25 for the alarm. Worst customer service, false advertisement, very unorganized. I forgot to mention that my first bill was almost $60 not $27.99 like my contract says. It took me 3 hours on the phone to disputes it because apparently a third party was still in possession of my contract. I have only been with them since July but I can already see that ADT is a nightmare to deal with. Future clients do yourself a favor go with the other guy!!!

0

Score

Rodney Pious

Oct 24, 2019

They send me a quote and billing me higher than that

0

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Married to ADT Grosse Pointe, MI

Oct 23, 2019

I want to preface this with the fact that my fiancé works for ADT as an installer so I have a lot of insider information that others may not be privy to. I can attest to the absolutely inexcusable treatment of customers from both sides of the fence. I’ll break it down as best I can so you can make an informed decision about whether or not ADT is the right company for you. 1. Sales - the sales team is not interested in what you need or want. They are a sales team and should be treated accordingly. They want to sell the lastest gadgets and gizmos ADT has to offer with almost no regard to whether or not these products will even work in your situation. Installer/Techs run into this all the time where they take equipment out to a site and have to reschedule a customer because sales are not asking the right questions. This leads to frustration for the customer. 2. The equipment - all that money you paid for fancy touch screens and such? You do not own it. ADT owns us unless you force the issue and sign a rider that says you own it. So, when you are fed up with the service and cancel, they will happily come out to claim “their” equipment and you are out that money. They tried to charge me for faulty equipment that they installed when I asked for a replacement. Read your contract carefully. 3. Services - if you think for a second that ADT is going to send the police out for a break-in alarm, well... This scenario happened to us just last night. The motion tripped out in the garage and set off the burglary alarm. It took us about a minute to hop out of bed, throw on some clothes, and secure the house before disarming the alarm so we could hear what was going on outside. A few minutes later I got an automated phone call saying that because we disarmed the system, they wouldn’t send a dispatch. Well and good if there were no danger (and thank goodness, last night there was none). But as we had run into this situation before and actually had a break in attempt, my fiancé (remember he WORKS for them) asked that they put a “no-abort” on our system so that an actual person would call NO MATTER WHAT if there was an alarm. This did not happen last night even though on our alarm history it clearly states “NO-ABORT”. So, we called dispatch to see what was up. We were told that their policy is not to call if the alarm is disarmed at the keypad. Fiancé, who has worked for them nearly ten years, asked when they started this policy because he’d never heard of it. He asked them that if someone forced their way into your home and forced you to input your code, what then? They said that is what duress codes are for. My fiancé informed them that they do not program duress codes into the keypads which is why he requested the no-abort in the first place. Bottom line, if you are in a situation and you think help is coming, it’s probably not. The policy of dispatch plus the policy of installation means their system is nothing more than an expensive noisemaker that HOPEFULLY will scare the bad guys off. Get a CCTV system. Trust me, it pays for itself in piece of mind and evidence if needed. 4. Customer Service - expect long waits if something breaks. The techs are given two time “slots” for jobs - 8 to noon and noon to 5. Your friendly customer service person may tell you a tech is scheduled to be there first thing in the morning but your tech might have 3 customers in the 8 to noon slot. They almost never take into account drive time between job sites so depending on where you pop up on a techs list, your 8 am expectation might be a 2 pm aggravation depending upon factors such as faulty sales, the complication of the prior jobs, and drive time. Not to mention that your techs are mere mortals and have to do things like eat and use the restroom on occasion. Also, the vehicles have this bad habit of breaking down when it is least convenient to the customer. Add to this that techs have families too and if they cannot get to your job before 4 pm and it’s an hour and a half drive time, it takes an hour to fix your issue, and an hour and a half back home. That puts them back home at 8 pm IF everything goes smoothly. After they get home they have about an hour of paperwork, time card, and trying to make sense of their inventory. By the time they have a warmed up supper, they might be lucky to spend a few minutes with their kids before everyone has to go to bed to wash, rinse, repeat the next day. So please, cut your tech some slack. They don’t want you to be without protection but they have zero to do with scheduling issues.

2

Score

Patty Page-Bloom

Oct 22, 2019

I have had an alarm system since 1988, that has been taken over by two different companies. The latest ADT. This is the only company that has not maintained my equipment even though it is and has always been a rental to which they are suppose to keep it current. I have spent thousands of dollars on installation and monthly fees yet they don’t want to take responsibility to keep it up to date. They now want me to buy a whole new system. I will be looking elsewhere to find a more consumer friendly company. One that actually values a good customer. Might as well if I have to purchase a whole new system. I would not recommend ADT to someone looking for a system get everything in writing if you do!

0

Score

Robert Crupi New York, NY

Oct 22, 2019

Spare yourself the aggravation and expense of using ADT! ADT operates like a criminal enterprise. In my case,they made a huge billing error and charged for work that they did not perform. Even when they acknowledged the error, they were incapable (by design?) of fixing the billing error and continued to bill my credit card (never authorized automatic credit card billing). I had to contact my credit card company to block them from repeatedly billing me despite their error. It still remains unresolved after dozens of phone calls. It's been two months now. The 3-year contract is a scam (my wife is foreign born, did not properly understand the terms and unfortunately signed it before my review). Basically the contract reads like something that could have been written by organized crime. Buyer beware!

1

Score

Jason Shipley Atlanta, GA

Oct 22, 2019

My company relocated me for work, I called to cancel my ADT monitoring and was informed I would have to pay $450 because I was under contract. The representative did not explain that I would be under contract for 36 months. The equipment was already in our home when we moved in so all they had to do was turn it on. The customer service representative that I worked with could care less that they were losing a customer. They offered once I found a new home to waive the cancellation fee if I found a new home in 30 days. Honestly considering the company was not willing to work with me at all I will never use ADT again. I could understand a contract if they had to install equipment, the equipment was already in the house. It was not making them any money until I turned it back on so they should have been happy to get the $1400 that I gave them overe two years.

1

Score

Joseph Kakumirizi

Oct 22, 2019

They never disclosed the cancellation charges. be aware of that. its 75% of the balance 36 months contract

0

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Rose Canarini Iowa City, IA

Oct 22, 2019

I got ADT alarm system thinking I was going to pay 27.99 and then they were taking 53.99 out of my account. I called them and they said I didn't read the small print.They sent me the contract and told me read the fine print.

0

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Cheri Lampe Hubertus, WI

Oct 21, 2019

I absolutely regret trusting this company with the security of my home and family. We started in December and have had nothing but problems since. We have false fault reports broadcasted through our keypad and it is a reoccurring problem. ADT continues to send out technicians that do NOT fix the problem and continue to bill me. The police have been called and charged us $850.00 for error readings. ADT still will not take care of this bill. I have asked for the corporate office and they are REFUSING to give me the number. The only thing that I am getting is the run around. They will only give me the branch office but the Brookfield, Wisconsin branch manager TOM is not calling me back of even acknowledging my calls. A tech was here and even witnessed the false keypad reading. They are telling me my system is old, but we signed up only 10 months ago. They have now given me a new number to call for my local branch but the number is invalid. DO NOT EVER TRUST THIS COMPANY, IT IS HORRIBLE!

0

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Cheyenne Webb Enid, OK

Oct 21, 2019

Sales person completely lied to me about the price of my monthly fee, said he spoke with his boss when that was not the case. It took me from the moment he left 12:30pm to 5:30pm to get someone to actually help me. I was hung up on multiple times, customer service was terrible. Not only that but the product did NOT work. He left missing pieces, left his magnets & tools as well at my home. PLUS the reschedules appointments to take the equipment out of my house.. ridiculous.. I do not have time to keep doing this, you said 11-3 a person would be there. I waited waited didn't receive a call til almost 3 saying the person wouldn't be at home til 4:30... But I have another job, I asked how long it would take to remove to see if it would infer with my appointment at 5:30, he had no idea so we had to reschedule again. NONE OF THIS WOULD OF HAPPENED IF THE GUY WOULDNT OF LIED... I told him, I wouldnt be able to pay for the monthly one he was putting my system on && this is what it turns out.. I finally spoke to someone at corporate with my terrible experience she actually seemed to care & is going to be some investigation. Just beware!

1

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John

Oct 16, 2019

Sales person signed contract after we said not signing.customer service didn t want to know anything police got involved now ADT is listing.stay away from this company

0

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Jonathan Kim Fairfield, CT

Oct 16, 2019

We were sold a system (and $2137.74 in add-ons) with the understanding that they would relocate us given a potential move, not the case at all. On January 19, 2019 we were approached by what we thought was an ADT representative at our new house, that we had just purchased in Wylie, TX. The representative was not ADT, rather representing Revamped Security Solutions, which was not made obvious. We enlisted them to install the promotion system at the time for $99 +tax. ($107.17) We also took the opportunity to install many optional components at an addition cost of $2137.74, including addition keypads, 4 cameras, doorbell camera, 2 door locks, 2 Garage door monitors/automated, 2 remote keyfobs, 4 smoke alarms and a couple addition smart bulbs and z-wave extender to give us adequate mesh coverage. When signing up to this deal, we were made aware that there would be a monthly charge of $64.99 over 36 months. We also made the salesperson abundantly aware that we would have a potential relocation to the Cincinnati area withing the next year (12 months). He then stated that would not be a problem as there is a relocation process and we could take all of the "add-ons" with us and get a new base system installed at our new place. Well, fast forward to October, 2019 and the relocation is definite with a move-out of 10/24/2019 and come to find out, none of that was true. After speaking with ADT, whom bought the contract, none of the equipment would even be relocatable with a new system of theirs at the destination. On top of that, it really is not a "relocation." It is rather, a cancellation of the current contract which then requires a billing of 75% of the remaining contract ($64.99 * 27 months * 75% = $1316.05). That cancellation fee is owed and ONLY gets waived if/when we would setup a new system (at our expense) and incur a brand new contract (resetting the date/duration) at the new location. This is basically, completely opposite of what we were told/sold. It is no wonder that Justin G., our sales associate no longer works for Revamped. And, once the system was installed, it was very problematic from time-to-time. Several visits from Revamped and ADT technicians to resolve problems and replace/add hardware to stabilize the system was necessary. Several online, interactive, troubleshooting sessions were necessary to get cameras back online, and get parts of the system (alarm and automation) behaving and operating normally. So, at this time, we have ~$2250 in alarm/automation system installed that is basically worthless to us moving forward. Revamped has *NO PRESENCE* in Cincinnati, Ohio where we are moving, so they can do nothing about the relocation, at all. We are also on the hook for ~ $1300 in cancellation fees. Shame on Revamped for allowing misleading sales practices from their associates. Also, shame on ADT (my next stop with BBB) for allowing these practices from their 3rd party vendors. At this point, I am currently getting the finger-pointing game and getting bounced around from ADT customer service, Revamped Customer Service, ADT relocation department and random supervisors here and there.

1

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Diane Smith

Oct 15, 2019

I recently moved, called ADT (45 min wait ) hookup the 4th of Oct... never showed up Called and set up a new appointment for Oct 8th...never showed up Called and was informed this matter would be escalated, would call back in 24 hours..never called Called for another appointment, Got Oct 15th with a ref #...They.called today to schedule appointment for Oct 18th, didn't know anything about Oct 15th appointment. Every time you call they have no history of previous calls. STILL WAITING

1

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Mary

Oct 14, 2019

We have had this service for a number of years. Problem after problem with them. Tried to cancel both systems and phone reps were rude and curt. Told us we owe hundreds of dollars for upgrade we didn't know about. This company just takes your money and gives lousy service. I wouldn't recommend them to my enemy. Find another game in town. They're crooks!

0

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Suren Fort Mill, SC

Oct 12, 2019

Their special offers is a SCAM!!! They keep increases their rebates $1000, $2000 upto any amount until you say YES to they sending their representative to your home. once they come home, they start setting up all equipment without your approval for their service and they start talking you about all the fees. Irrespective of any amount of rebates they provide, you still end up paying for the equipment, installation fee and door bell camera activation fee. they would not bring up any of these charges until they come to your home and until after setting up all the equipment. Even after paying all these amounts, you still get calls from their customer service every month saying some bill is due. If you question them about the bill, customer service do not provide any assistance except repeating that bill is due for equipment. JUST STAY AWAY FROM ADT TO SAVE YOUR MONEY, TIME AND SAVE YOURSELF FROM FRUSTRATION.

0

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Marilyn Ivery

Oct 11, 2019

I recently cancelled my ADT service and was provided the amount I would have to pay for the remainder of the contract. ADT NEVER stated that they would instead draft the amount electronically from my account. I was given 30 days to make payment. The company not only drafted early but caused me overdraft issues since this account is primarily set up to make payments on small auto pay accounts. I have never in my life overdrafted. Now thanks to this greedy selfish company I have. The customer service rep acted like he did not know what was going on and offered to refund my money but the damage has already been done (and by the time the money would be placed back into my account I would have even more overdraft charges). He did not offer to refund the overdraft fees incurred or the fees to come because of the incompetence of this company. I am happy to be rid of this useless company and I would urge everyone I know to go with anyone BUT ADT.

0

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omnia Lincoln Park, MI

Oct 10, 2019

Customer service is super very bad , inefficient, impolite and whoever answers the phone shows no interest in helping you, when the alarm is activated for any reason you can dial any number that immediately stops ringing and nobody calls to see if something is happening at home and subtracting confidence in the service, sellers never answer messages or calls when you have a problem with the service, for me it is not a reliable system, I do not recommend it and once I finish the contract with them I will look for another company, I DON'T RECOMMEND IT!!!!

5

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Kenneth C Mustain

Oct 10, 2019

ADT service has been fine, cost was acceptable and tested regularly. I had the service in my business, the sales rep insisted there was only a 3 year contract, but in the even we closed the business we would have a cancellation fee, he failed to inform me it was 90% of the remaining contract plus tax. After a year my store was forced to close, and my remaining fee is over $1000.00, for no service at all. I am very upset at this stupid policy, a fee, yes..90% no. Beware of the sales rep that visits you, and also they said the gear already in the store was the wrong set up and charged me $250 to install the proper gear. If the money doesent bother you or the shady sales methods on terminination then your good.

0

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Hunter Thurston

Oct 9, 2019

Alarm has gone off Mulitple times in the middle of the night due to batteries in monitors constantly dying. Even with the alarm going off we never get a call to make sure everything is ok. Long contracts that are expensive to get out of. When we had our new system installed with another company the ADT alarm went off for serval minutes before being completely removed. Stil, never got a call. What good is it to pay for monthly monitoring if they clearly don’t monitor.

0

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Alexander

Oct 9, 2019

ADT it’s the worst company, two years ago I was at my old address, I called to ADT inform I will move, I moved, ADT seller came to my new location, Installed the ADT system. Past two years I got problems with my alarm and I call to ADT to fix my AdT. I discovered ADT never turn off my old location and never activated my new. But charged ever months. This is ridiculous I payed something I not more than and my current location never had security only the equipment .. I discovered that is impossible cancel and get my money back. ADT doesn’t care only think money