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

George

Aug 17, 2019

Been with ADT for over 3 years never an issue. Called to add a camera and was told it would be free. The installers came and hooked it up and now I'm getting charged over $300 for it and a touch screen I never got. Customer service are not able to give me a straight answer. Now to do me a favor they wanted only to charge me half. I never agreed to that. Worst customer problem resolution ever.

0

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Piper Hirschi

Aug 17, 2019

I recently moved and less than a month ago had a guy knocking on my door saying that when I bought my home it came with ADT set up...ok. I got talked into getting the system WITHOUT being told it's a 3yr contract. I've been having non stop issues with the system since they installed it. It keeps shutting off on its own and after 2 weeks of trying to get ahold of the company about it... the guy said he's never seen a system do that and it's probably just the updates...... when I tried to just cancel all together since I didn't want to pay for something that didn't even work...I got the ring around until finally a manager tells me "it's your responsibility to read what your signing. You signed so now your locked in. Either keep the contact or pay the 75% cancellation fee". So now I'm a widow with 4 kids having to pay this ridiculous amount every month for something that doesn't even work with shitty customer service and no way out fit the next 3yrs...... I'm extremely pissed off. I will be sharing their crappy con business and telling all my friends and family NOT to do business with them. This is ridiculous

0

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Rod Lampella Redmond, OR

Aug 16, 2019

This company sucks. I’m not gonna spend time explaining my experience... I will say that’s it’s very similar to all the other negative reviews. I tried to cancel after 26 days and only then learned that I had only 3 days to cancel! They scam you! The install tech told me I had thirty days to cancel! After calling I learned that on page 5 of the contract I signed it said I had three days. This company knows that after three days we wise up and know we’ve been scammed. Terrible company. Do not sign up with them!!!

1

Score

Chip May

Aug 15, 2019

Had a tech come out to look at my doorbell ringer as it wasnt recording right.the first thing out the techs mouth was it was my internet and I tryed to explain to him it wasnt cause the prob just started about 2 weeks ago and I've had my internet for 3 months so he continued to argue with me about why my camera isnt working And never recieved a courtesy call that they will be on there way

0

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Steve

Aug 15, 2019

On top of being expensive, ADT purposely makes the process of cancelling service extremely time-consuming and onerous, and the customer "service" representative was about as rude as I've ever experienced once I stated that I would not be using ADT at my new home (I was cancelling service at my old house due to a move). Any company that makes it this difficult to cancel their service clearly offers a terrible service.

1

Score

Manisha

Aug 13, 2019

The security system doesnt work. It has been down for the last 4 days and i still have no idea wats wrong.. calling the customer service is a pain, they will just keep tossing you around

0

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Diana M Bliss Scottsdale, AZ

Aug 9, 2019

Dishonesty of what is told to you and what they put in their contract and then tell you to just sign the contract that has all the information that they just told you but in reality they have upped the monthly charges. Customer service is rude and unwilling to listen to you, tells you too bad so sad you are locked into a contract unless you want to cancel and pay 75% of the remaining contract. All of these bad reviews about the same issue - why is there not being something done about this company

1

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Nikki Day

Aug 8, 2019

Have ADT not happy with it , it is alway down the cameras , cameras do not pick up all activity’s that is going on out side your home, contract sucks you add any add ions they extend your contract, Old school looking monitor box on wall called to ask for a up to date one since I have only had it a year and that’s what they put in, sale person goes nope you got to wait tell contract is up , so stuck with old school one and we are paying allot for this , we have the cameras, and monitoring, will not do ADT when contract is up..

0

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Claire Adkins

Aug 8, 2019

I had ADT service for years. I paid about $55.00/month. When I was out of the state, I got an email that an alarm was going off. I called ADT, was put on hold for about 15 minutes, and then told if somebody could meet security at the house, they would send someone. Ummm?? After further digging, they would have sent just a non police security officer to check the perimeter. If it appeared like a forced entry, they would notify police. My response was "so let me get this straight. I can be in my room with a knife to my throat getting raped and have to wait for somebody to come potentially from across town to investigate, THEN have the police called???!!" Maddening. ADT responded that this is an issue I would have to take up with my local police department. I have been trying to cancel since i moved from the property back in February. I am put on hold for close to a half an hour each time. I have made multiple calls to cancel and each time given another reason why they couldn't cancel. 1."You didn't remember your password". Not true! 2."You must have spoken with somebody from ADT directly. There is no record you tried to cancel." Uh, who else was I supposed to call? 3. "You can't cancel on the phone. You need to send a fax request to cancel". Also, side note, you still have to pay an additional 30 days after you cancel, which I thought I had done in February. I just called back today to confirm after I sent a fax (with all of my contact information) that my account was cancelled. I kindly requested to be reimbursed from March, was told again there was no record I had called at all. Even in July to get the fax number. I did get more frustrated. I talked to a few different people and was told something slightly different from each of them. I eventually, just said "bye" and hung up. So, we will see if I actually am cancelled or if I have a bill in September. I had read so many bad reviews on others difficulty with canceling. Buyer beware. They don't even come to your rescue anyway. Look elsewhere for your security. Claire August 8 2019

0

Score

Bradley Jensen

Aug 7, 2019

Absolute worst when it comes the customer service. They put all their effort into selling and leave nothing for customer service/support. They hire shady independent contractors who won’t leave you alone until you sign up for service and will lie to you to help get you to buy.

0

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Donald Perry Jacksonville, NC

Aug 7, 2019

DO NOT USE THIS COMPANY On July 23, 2019 I contacted ADT about their security services. They made me an offer and asked for a installation fee. I told them I would have to wait till friday as I could not cover it at the time. They then told me they could do it by check by phone and it wouldnt come out of my account for 3 days. It came out the same day, nearly overdrawing my account. I called them back the minute I saw it, same day. I cancelled everything and was told i would be refunded withing 3 to 5 days. Didnt happen. I called and complained. They said sorry and that it would be expedited. A couple days later.....still nothing. I called yet again and was assured that it be in my bank by the end of the day. Nothing....It is now 08/07/2019. I called yet again and was given excuses upon excuses. Once again I am being told it has been escalated to upper managment, whom I was not allowed to talk to and that it will be maybe 30 days before I get my refund! I get a different answer every time I call but no refund.

2

Score

mcarthurdw Miami, FL

Aug 7, 2019

As far as an Alarm monitoring company I have no issues with ADT, but when your contract ends and you don't want to renew the nightmare begins. I contacted ADT two months in advance telling them via their rmail, That I was not going to renew. I was told I had to contact customer service via telephone. I contacted Customer Service via Telephone, they said they would transfer me to account services, where I was told the wait time would be at least fifteen minutes. I don'r have fifteen minutes to waste holding n the phone, so I sent a letter to ADT Account Services and then tried five more times over the next two weeks to contact ADR Customer Services by telephone. Same result hold time of fifteen minutes or longer. I wonder if they are grossly understaffed or if this is ploy to squeeze more money out of the customer? They are still trying to bill me! Stay away from ADT!

0

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Sj Choi

Aug 6, 2019

I've been using ADT since 2016 and when I need to cancel it, there was a trick. after I gave them notice of cancellation and I disconnect their device to other system, ADT kept charging me for 5 more months without any notice. when I called them to find out, they said that I missed my signature on my cancellation note. Without sending email or mail that I needed to resend the note with signature, they just kept charging me even though the device was disconnected for 5 months. When I asked ADT to send me the note email about missing signature, they said " We don't have the email but there is internal note that we sent" ok...…..we have internal note that " we canceled ADT since March " I didn't get any secure service for 5 months and I & all of my employee didn't get any email about cancellation not being proceed. please do right thing and refund my money.

0

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Doyle Jetton Glendale, CA

Aug 6, 2019

As others have stated ADT is horrible about keeping dates and arriving on time. The fact they give a 5 hour window and they fail to get there speaks volumes about how much they care about their customers (who pay their bills). IGetting ADT to install our system required 3 five hour windows that were cancelled by ADT. The third attempt I had to get several managers involved. That should never happen. I have had ADT out to my house three times in the past 4 months. The issue still not resolved. One tech disarmed have of our zones since he.couldn’t figure out the problem.

0

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Cheryl List Freehold, NJ

Aug 6, 2019

Wow. These reviews say everything about my experience with ADT. Terrible customer service. A system that was never fully functional. Very expensive and high maintenance. Old home security model. I am going to pay the exorbitant cancellation fee just to be done with this company.

0

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maureen anderson

Aug 6, 2019

Was told that I could move system. ADT sent a third party Defenders to install. Now ADT says that I need to purchase a totally new system due to Defenders installing it. A loss of $1000 equipment because of a lie.

0

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Alexandria Daniels

Aug 5, 2019

Worst customer service experience ever. I will be disconnecting my service at the end of the billing cycle. They are very unprofessional, I was transferred to an from different departments, and finally I hung up. Do better ADT!

0

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Gareth Mcgee

Aug 4, 2019

Had my first experience with being burglarized while away from home. ADT agent was not able to give me any details. Stated that they had dispatched the police. There was no follow up on what was stolen or if there was any damage to the property. The agent offered to provide me with my local police departments number. When I asked for the number, they told me to use Google. This is a security firm that is ranked on reputation and not actual service. I do not recommend using ADT.

0

Score

Dominique G

Aug 4, 2019

ADT control system is the worst, video monitoring is not efficient- often stalling on the app. I called technical support because the cameras aren’t working. I was basically told that I had to fix it myself or be charged for service fees if a technician comes to my home. My service was installed in April and I tried to cancel today (Aug 03), I was told I’d be charged $1200 to cancel. What happen to the 6 month guarantee or your money back? False advertising. ADT has become a scam.

3

Score

Charles Farlow Savannah, GA

Aug 2, 2019

Caution, ADT can raise your rate, while other top companies lock in your rate. Canceling ADT today. A rip Off !!!

1

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Mehrnoosh Abshari

Aug 2, 2019

The worst company ever to work with! Very unethical practices, customer service, and technical staff! By unethical I mean, changing your service order, the price and bills after they leave your house. So, be very careful and get a receipt from whoever comes to your house. I have never seen anything like this. The ADT and Defender work together and they are both equally as bad.

1

Score

Mary C

Aug 1, 2019

If I am paying a monthly fee to a company, that company should guarantee that the system works and that the equipment is functional and up to date. Plain and simple, I shouldn’t have to argue about having a functionali system. ADT rivals comcast for horrible customer service. ADTis unresponsive to customer needs and satisfaction and it's expensive expensive.

0

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Grabt Schadle

Aug 1, 2019

ADT has a money back guarantee that is a fraud.. I went through this for over a year with less than half that having working service.. they kept telling me we will do this to fix the problem and next time we will cancel.. well they always seemed to ignore that next time. My home was burglarized and vandalized. While having ADT... I have police reports.. all they would say is we will send someone out to fix the problem.. and cameras are not monitored.. which according to them they only had a problem with the cameras.. maybe that's why the back door with alarm was broke into.. because they are to dumb to realize the system was down again.. I wanted no money back .. just take your system so I can get a real security system.. but I had to stop payment my checking account to them.. now I got their attention but they put me in collections.. next stop BBB. then attorney. Maybe they sent someone to rob the house.. why else would they defend against police reports so much.. BEWARE CONARTIST AND WILL NOT STAND BY THEIR CONTRACT.

0

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scott Mount Prospect, IL

Jul 31, 2019

Cant cancel, impossible to contact, require another 30 days to cancel service once you get contact info and wait 30 min to talk to a person. Find another security company

0

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Mrs. Johnson

Jul 30, 2019

I have tried a few times to ask questions, but customer service representatives spoils it every time! Horrible

0

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Rakaylveia Stokely Riviera, TX

Jul 30, 2019

They have ridiculous contracts that keep renewing everytime you get a new piece of equipment like a camera or any kind of upgrade. This company is a scam. When you move they force you to sign a new contract for three more years or pay a large cancellation fee. I wish i never signed up in the first place. They could care less if you are a loyal member. Stay away!

0

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Altugh Youngturk Odenville, AL

Jul 30, 2019

ADT works with local Authorized Providers (Defenders – ADT Authorized Premier Provider) They promise you on the phone that they won't charge anything but monthly payments. Then you end up with installation fees, deposits, etc... They pacify you with gift cards. The tech came to my home on a beautiful Sunday at 2 pm and left at 10:30 pm. I moved to another city a month ago. A tech came but couldn't finish the job. I rescheduled but they didn't show up. The system is not active and of course, they keep charging monthly payments and transfer fee the one they never mentioned!

0

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G g

Jul 29, 2019

ADT TECH stole from our house and cased the place while he 'mistakenly' went into various rooms looking for washroom. Watched as I put

0

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Kanan Chatterjee

Jul 28, 2019

ADT -THE WORST SECURITY COMPANY EVER! Very dishonest. Makes it extremely difficult to cancer service. You can't cancel from your ADT on line account. When I called ADT to cancel my service Rep said she has done it; then few days later I got a call from ADT that they have scheduled installation of ADT security system. It took me five calls to cancel the service. But guess what, ADT will charge you one month fee after you cancel the service. Their Auto Pay system is a trap - don't fall into it.

0

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Mark Nedelman

Jul 26, 2019

ADT is out to get your money. Just try terminating with them, They string you out, keep charging your account. I had to go to the bank to stop them from taking money out of my account. Under no circumstances work with these people.

0

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Lisa Harding

Jul 25, 2019

Alarm goes off all the time at any random moment. We call, wait 45 minutes to reach someone for them to tell us they will send over a tech guy. Same tech guy has showed up for the 6th time since we’ve been using the product and assumes it’s the sensors and pushes a few buttons and leaves. A day later, sometimes even hours later, the alarm starts beeping again. We have a 1 year old child who wakes up because of this and after multiple complaints to ADT we are still left with the same problem. They have offered no compensation for this and the only way out of this ridiculous plan is to buy out of our plan. Any good customer service would offer some method of keeping the business or the client happy. I will tell anyone who asks to never go with adt after this and continue to write negative reviews after the poor service we received. We pay this money to feel safe yet we can’t even trust the product. We feel the complete opposite.

0

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Vilma

Jul 25, 2019

They are actually scam artists, passing themselves off as Customer Services Reps. I inherited a house from a deceased relative who had ADT. I paid the bill until I sold the house (only a few months later). They tried to lie and say that I signed a contract and they wanted me to pay almost $2,000 for contract cancellation. I had to talk to at least 10 ADT "associates" and threaten legal action before they would stop harassing me. These people are out for money and they are absolutely horrible. If you are a senior they are especially predatory. Beware!

2

Score

tom

Jul 24, 2019

they were very nice when put it in but the service is crap they do not fix your stuff but just want more money to fix they are not good to older people.its like this i am 70 more or less fix it your self cam don't work they blame it the computer because its sat they have told me so many reasons why it don't tell me one thing why did it work when put it in almost 1yr,

0

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Rob Couch Wichita, KS

Jul 24, 2019

To Whom It May Concern, Please do not use ADT or their authorized dealer, Defenders, dba, Protect Your Home. I purchased fire detection from them that proved faulty because it did not notify me of the fire before my home was already engulfed in flames and burning down with my 3 dogs inside. Thankfully, I arrived home and was able to rescue my dogs. I was then informed that despite my home burning down I could not suspend or cancel my agreement and would thus have to pay out the remainder of the 36 month term with ADT/Protect Your Home which came out to over $1,000.00. Considering their faulty monitoring as well as equipment, I was more than willing to pay the $1,000 to be done with this company permanently. I was told by ADT/Protect Your Home that they could not issue me any sort of bill or invoice for the required $1,000! I informed ADT/Protect Your Home that I was not willing to issue them a payment of $1,000 without having something in writing stating what I was paying. I was then told by ADT/Protect Your Home, that if I did not pay out the remainder of my contract, despite not having a home for them to service because it had burned to the ground, they would illegally report me to a credit bureau. So not only do they provide a faulty service and a 10 page fine print contract that was obviously drafted by a bunch of attorneys, they made threats against me in violation of credit reporting law. My recourse against them per the contract is to go to arbitration - why are they treating the little customer like this? What sickens me the most is that despite providing a bad smoke detector and my home burning to the ground they still expected me to not only pay out the contract, but were also unwilling to provide me an invoice or statement in order to pay this fee! Please share this with your friends and family so they don't suffer the same fate as me.

0

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RAVEN CAMPANELLO Wayne, NJ

Jul 24, 2019

System has not worked well since being installed. Technicians have been back to home several times. ADT will not refund the system, even though it is not in working order.

0

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Charline Justice

Jul 24, 2019

On Monday..7/24/2019 I called ADT Security to inquire about monitoring. Supposedly, the person that responded to my call presented himself as a corporate manager. I shared my concerns and needs and in return he shared a promotional offer that he claimed he created for me. Everything sounded great. I decided to take a chance, after all I had dealt with this company before and the only problem I had with them was price increases. Every month there was a price increase so after my contract expired I paid the balance and switched to another nightmare. But here's the real problem..after going through the process of running my credit to see if I meet the criteria and everything was set up for installation, Ithe next day I received a call from Defenders which is a contractor that contracts with ADT for installations. I was told that my name was placed on a call list which placed a hold on installing equipment due to a balance which I knew was a lie because I paid my last payment in the month of the contract expiration. The part that really insulted me is when this guy asked me to fax a copy of my property deed. I told him that my property deed is none of ADT nor his business and that ADT and his company have gone to far and bold for me, so he said that's the only way he could move forward. I told him I don't need him to move forward but move backwards and refund my deposit. He agreed to do so and he ask that I allow 5-7 business days for refund to go back to my account. I pray that I never have to depend nor deal with ADT. I should have listened to my daughter and my best friend. THEY TOLD ME THAT ADT SECURITY IS A TOTAL RIPOFF AND INCONSISTENT.

0

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Michael Reign

Jul 24, 2019

Over billed for 2 months. Has taken over 3 months to correct. Constantly told its resolved but still no refund. Dont use this company. I've been overcharged hundreds and still waiting months for resolution. Excuse after excuse.

0

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Brandon Austin El Cajon, CA

Jul 23, 2019

Adt, Is ok, if you don’t mind spending $60 plus a month for some dings when the doors open and close. Service sucks. I canceled today to go to ring. I was told after 5 years of paying too much money, I would have to pay one extra month to cancel. They are thieves and someone needs to stop them from stealing from their customers. Never again will I do business with such a shady company. When I tried to cancel, they were rude and bombarded me with questions of why and with endless offers. I told them I just don’t want your service anymore. I understand trying to keep business and customer retention. I don’t understand fighting with me when I want to cancel and charging me an extra month. Adt is such a ripoff. Adt... YOU SUCK!

1

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Craig Wilkerson Rock Hill, SC

Jul 23, 2019

Unbelievable poor customer service--set my robo calls for 5 am. ADT has my auto calls coming before 6 am--about 5:27. I take the calls because who would be calling at 5 am if not an emergency---low battery alert. Not to worry, press 3 for a live person---of course if you cannot think of your password at 5 am, they will not change your calls time to the UNREASONABLE request for no robo call before 9 am. Unbelievable

1

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spudnik199 Fargo, ND

Jul 23, 2019

Terrible service i regret everything about getting adt. The pulse programm is usually unusable. The sensors and equipment are garbage. Constant false alarms and the adt doorbell rings randomly. I asked for a custom choice, got those installed and signed for them for less than recommended package cost. They are still charging for the expensive recommended package. I cant get in contact with them. Nor can i log in to adt online now.