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 2,663
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.

2,663 ADT Reviews

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0

Score

Michael Higdon

Jan 17, 2020

ADT is horrible! They overcharge for mediocre equipment, the app is buggy, they raise the monthly service fees every year, and charge an early termination fee.

0

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phoenix

Jan 17, 2020

don't waste your money get this piece of crap! no repair guy shows up on scheduled appointment, twice. we have spent HOURS waited for them, no calls to reschedule, NOTHING. This is an alarm system for emergencies! and apparently no one cares about users' emergency.

1

Score

Zach Chicago, IL

Jan 16, 2020

I received a brand new LifeShield system from a friend and proceeded to set up an account with ADT. Everything looked like it was going well but I was unable to actually log on to the ADT user account online. I called their customer service and they told me there was something wrong with my account. Their solution was to cancel my account and then start over. When I tried to activate my equipment again, it said that it had already been activated (which it had... by me!). They were unable to reset my equipment and essentially told me that my brand new box of items was worthless. ADT's solution was that I try to acquire new equipment from whatever company my friend purchased the equipment through, despite the fact it was their mistake. The customer service reps were nice but I would highly recommend not using ADT!

0

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M. Mc Shane

Jan 15, 2020

I was contacted by ADT and offered a new home package with added extras. I paid a $99 deposit and when the install guy arrived at my home he tried to get me to buy a more expensive package. When I declined he said his manager wouldnt allow him to honour the original agreement, I spoke to his manager who said I had wasted his time! I spoke to customer service who apologized and refunded my deposit and told me they would reveiw the original call and get back to me. They then closed my account and refused to speak to me again. Dont waste your time with this company, the lure you in with a deal to gain access to your home to and try to hard sell their products its nothing more than deception.

1

Score

JJ Los Angeles, CA

Jan 15, 2020

We recently moved into a new home with ADT already installed. The previous owners had cancelled their policy and we were considering restarting it after getting settled in. Well one day early in the morning the troubleshooting alarm randomly went off, beeping loudly every couple seconds, non-stop. So I called them up and got to an aloof customer support lady who first curtly told me they don't give tech support for systems that aren't under contract. What? So I have to sign up with you just so I can stop this annoying beeping for some issue I have no idea about because the previous owners didn't leave a manual for the thing? Great way to win over new customers ADT! Anyway after about twenty minutes, which included having me search the house for the transformer (which I never did find), she finally let me know I could just temporarily disable the alarm by pressing a particular button on my model. What a waste of time! Then she promised me someone else would call me back by the end of the day to help disable the system more reliably for now, but no one bothered to call. In retrospect I'm glad this happened in a way, just so I could experience their poor customer service BEFORE we gave them any $$$, which we won't be doing now.

0

Score

Lawrence Greene

Jan 14, 2020

They never told me their LifeShield system would not work on a large home then they refused to refund me for the hardware which was useless to me. ADT would not step up to help, either. They own LifeShield but would not offer me credit even though I was going to go with an ADT system after the LifeShiled fiasco.

0

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Brian Samosinski

Jan 13, 2020

I contacted ADT because my thermostat control was not working after two failed attempts from installers I requested a call from service manager. The second time the installer came all but one of my cameras stopped working and alarm would trigger with no response from ADT.After 2 weeks with no call back from service manager I contacted customer service 2 times over 10 days requesting to speak to a manager. I was told 48 hrs but never received a call back. Finally I called ADT and requested to speak to a manager immediately, I was put on hold for 20 min and told that the manager could not help me and would not take my call. I insisted and was put on hold again for 20 min and once again was told that the manager refused to talk to me, and is emailing another manager to call me back. (The same department that did not call 2 weeks earlier). During this two weeks I had 2 thefts off my property. Frustrated that no managers would listen to my issues I tried cancelling my account only to be told I'm on contract and they will not release me unless I pay even though my service isn't working properly and the company ignores me and refuses to listen to my concerns. A complete nightmare! I have wasted so much time talking in circles with customer service agents with management refusing to address my situation and the company holding me hostage with the contract.

0

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Glenn Phillips

Jan 13, 2020

Horrible customer service. We moved our business and took the alarm system with us as we still wanted the alarm system. Having 2 years left on our contract I attempted to change the monitoring address with ADT. Nope can't be done. No way is it possible for them to merely change an address without ANOTHER 3 year agreement. If I cancel I pay for the final 2 years of the contract. If I sign another contract then I'm locked in to 3 more years. So unless you're in a location, and are guaranteed to never move it might be worthwhile.

0

Score

Rajesh

Jan 8, 2020

They are not customer safety oriented. My system was not working for months and on my talking about it to them they say customer is responsible as per contract. I had renewed the contract with confidence and they are not trust worthy. The customer service is the worst. Once in contract you just have signed a contract to pay for no security. Their managers do not care to call and on trying to cancel the contract because of their bad service you are asked to pay hundreds.

1

Score

JH

Jan 7, 2020

Terrible. Equipment defective(?) smoke detector did not work, replaced brand new batteries..it died after 8 hrs. Getting resolved is an issue. Technician was very nice, and tried very hard. Not tech fault....ADP does not give them proper tools to do their job. No battery tester nor do their equipment has any spare parts just in case. Worse case is that I am almost deaf and do not feel safe, ADP is very lax and their customer service is awful, high pressure sell and do not answer your questions. Right now working to find out how I can get out of this nightmare. It was only installed a few days ago. Best advice..stay away.

0

Score

Don Carlow Los Angeles, CA

Jan 6, 2020

Very poor phone information service. Worst we have ever experienced. Please listen to your ratings and act to improve. There is no excuse for such poor service for long time customers.

0

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Barrett

Jan 3, 2020

My wife and I built a new house and wanted to continue our relationship with ADT. I got into contact with David G. who provided me with a time to come out and begin the process of mapping out our new house and working through any areas of concern. The meeting went well and we had a great crew come out and prewire the new build with no issues. Once the house was new complete your company came back out to install the sensors, detectors and everything else that builds a complete system. One of the installers could not find a wire for a camera and told me that we would not be able to have a camera there. I insisted that he try harder to retrieve the because this camera looks onto our pool which is a very important camera. I provided your installer with a picture of the wire within the framing so that the direct location was obvious. Your technician was still unable to fetch the wire so I contacted our Superintendent. He was pulled from another home build to come over and pull wire out of the wall by drilling into the siding. This was the beginning of a very frustrating process with ADT. The first set of installers used wireless sensors in places where we had paid for prewired set up. At least 5 sensors were installed wirelessly when we had sufficient wires. Numerous wires were left uncovered and never got a sensor installed, including both of our garages. After speaking with David G. about our irritation he met me over at the house with 2 managers who went through the house taking many pictures of the shoddy and incomplete work performed by ADT. Later we scheduled another group of installers to come out and fix the problems that the first set installed incorrectly. These guys did a great job and fixed everything except a motion sensor in our hallway. One of the guys pointed out the marks left on our new home because the wireless sensors adhere to the wall which pulled paint on every door and ruined the stain on our entryway door. We also never intended for our main house system to be tied together to our detached garage system because it would interfere with having guests or renters in separate garage studio. This has never been solved. Problems with our HIK cameras and ADT modem keep happening in power outages as well. After a month or so I voiced my frustrations again to David G. because we still were missing the hallway sensor and my dissatisfaction with the company in general was growing. He had a manager, one of the ones who came over previously, call me but I was out of town working. I explained the situation and told him I would try and call him back. Work got the best of me and I have yet to hear back from him, as I do not have his number. Later I was to blame for not calling a manager back to fix a solution that ADT started. If I ran a company and knew that a customer was as upset as my wife and I are, I can guarantee that I would do everything in my power to make sure said customer is aware that ADT was doing all they could to remedy the situation. Our doorbell started going off with no way to end it, so I unplugged it from wall. Called ADT and was told to charge it even though I explained it was direct from the plug. I tried to charge it for the recommended 21 hours. Technician finally came out and replaced it because it was faulty. His response, "what idiot told you to charge it?" So today I call to cancel my old service address and the person tells me that it takes a month to cancel and I would be charged for that month. With all that we have had to put up with by your company this news through me over the edge. I would like to be provided in writing what it will take to cancel our contract with ADT because my wife and I have ZERO confidence in our SECURITY COMPANY, which is a scary thing to have to say. I would never recommend this company.

1

Score

Danielle D'Attilio

Jan 3, 2020

Long term contract..they said I renewed it when I didn't. Guy came in put a hole in my wall with the main keypad without even discussing what service I wanted. Disgusting company..would not let me speak with a manager. I would tell anyone never use them.

0

Score

RONNIE HOULE

Dec 30, 2019

high cancellation fee.would not give Co, default code for my system

0

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Davina Fowler

Dec 30, 2019

Never been lied to like this. Horrible Customer Service. My panic alarm has went off twice with ADT and cost me both times. First time I was on vacation and told ADT if anything happens call this number and not the police. Nope they call the police for a false panic alarm went off. I had to pay for it with not financial support from ADT. I was still under contract so I let it go. It happened again 2 years later. I called ADT on 7/7/2019 to cancel services due to panic false alarm fee from City of Houston. I spoke with rep from cancellation department who pushed to have an ADT Tech confirm system is functional and didn't caused the error. I said okay. After Tech reviewed system, I called ADT back and said I'm ready to cancel the Tech came out. The rep name TR in cancellation department advised Tech found error and they will refund. I repeatedly asked if she was sure. She said I got my Manager's approval and you will be refunded guaranteed. I stressed I cannot afford both ADT bill and this fee. This is the second time the system did a panic alarm without me doing anything. I can't keep affording this fee. She promised I would be refunded. She signed me up for a new 3 year contract as well. I agreed then. I knew they would make way more in 3 years from me then this bill from the city. I was told to email supporting docs to amscresicancels. The refund was for $358.21. I emailed them on 08/7/2019. I never got a response. I keep calling in and was told 60 days. Then finally on 10/23/2019, I was told docs were not received and they have to resubmit the request. I told them I can't afford both. Cancellation rep Ahorne told me to email her the the docs. She reviewed everything and said yes you are going to get a refund. My supervisor just signed off on it and it will be in your account in 5 business days. I said great because I really need my money back. After 5 days, no refund. I call back and said whats going on they said oh it takes 60 days for the refund to be approved. I said it was already approved. They said it has to go through False Alarm Research department and they process the refund. It takes 60 days. I was mad because I am financially hurting from a promise from their company that they are not honoring. After continually being put off for my refund I waited. Now I received a letter from False Alarm department denying the refund that was guaranteed to me back in 7/7/2019. A refund that was promised to me for more than 120 days was never really approved. I was lied to by numerous reps and I am out an extra $257.79. I spoke to a Supervisor who told me I am just out of all that money. There is nothing they can do. I just cancelled my contract, so as not to be out of anymore money. I asked if there is a fee for cancelling and the sup advised no there is not. I am scared they will send me a crazy bill later and try to get me for more money that I don't have.

0

Score

Chris

Dec 26, 2019

Con artist and crappy equipment can go on and on don’t believe there promises

8

Score

Craig King

Dec 26, 2019

The system is ok but nothing to shout about. True commercial states 32.99 price but that is for what is seen. You get the panel, inside monitor, remote and sensors for a window or a door. The more equipment you add, the more the cost will increase. There is also a 3 year contract required.

1

Score

Chris Bjorgolfsson

Dec 25, 2019

They assume you will be home... My alarm has been going off for 4 days straight now and when I called them to shut it off they told me they needed me to be at the keypad. Why would I need an alarm if I was home? The whole reason I got an alarm was so that we could leave and feel safe, this isn’t even useful to us if they need us to stay home...

2

Score

William J Taylor

Dec 24, 2019

Even though I paid over $2000.00 for everything up front ADT forced me into a 3 year contract. Now that I see all that Simpli-Safe provides for half the price plus full monitoring with video and phone app only a fool would waste their money on ADT and I will be canceling it after my first year.

0

Score

Debra A Martin

Dec 23, 2019

Not happy at all. I got the service and when I was moving out of state I asked to cancel. That's when I found out that I had a 36 month contract. I thought it was a year. I asked for the cancellation fee and it was the remaining contract of $900. Now I have to keep paying a service I don't need or use or 900 ash out of pocket. Terrible business practice. I'm still not sure why it is $46 a month either. Should be less.

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

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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

Score

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

Score

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

Score

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..