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

betty Tacoma, WA

Jul 19, 2019

I have decided to cancel ADT service since I got myself self installing home monitoring system. Wow, I have been waiting for agent for 1 hour and 31 minutes as of now. And I AM STILL ON HOLD! Very upsetting! It gave me enough time to get me here and write this review as well. This is a terrible business practice and I am never going back to ADT.

2

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THOMAS BUTOWICZ

Jul 19, 2019

The "Control" app they use now may have the worst UX I've seen in an application and I've been in the software business a long time. No support as it's so new, and no way to do bulk deletes of videos - and you can imagine there are a lot of these when monitoring movement! Be ready to spend 30 minutes a day cleaning up the video files! Sucks!

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Joe Brighton, CO

Jul 18, 2019

Have been with ADT(Protection One) monitoring for over 25 years, I called to cancel monitoring due to me finding better monitoring options. They said I had another 10 months left on my monitoring contract. They said I signed a 5 year contract. I found all the other paperwork but that one. When I checked their website, they are advertising a 36 month contract. All they did almost 5 years ago was change the control panel. The equipment in my house is over 20 years old with a 5 year old panel. The lady said that I had to pay my remaininig of my monitoring fees for the rest of my term. With me being with ADT for so long, I figured they could grant me an exception for me being a loyal customer for such a long time. They didn't. When I spoke to Customer Service, which the lady was rude and negative, and bad talked the other company, when she found out what company I was going with due the to price savings and me approaching retirement, I need to save as much money as possible. I made this known to the agent, still no change in their decision. I will never go with ADT monitoring services again. I figured they would have some loyalty to people thats been with them for such a long time. I am going to wait for my "so called" agreement to expire and then I'm gone. I am very dissappointed in ADT. I don't know where the 5 year contract came from and when the auto pay kicked in, it was more than what I was quoted. Also, the sales rep. nor the install technician mentioned a 5 year contract. No wonder they filled a lawsuit against Ring. I know they probably don't care, but it's obvious they don;t care about the little man of who's backs they built their company.

0

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Amanda Preciado

Jul 18, 2019

I spoke to ADT in March for alarm system. While on the phone I requested a doorbell camera, inside camera, and an outdoor camera. Customer was very friendly to get our business. THEN THE NIGHTMARE BEGINS. No show - no call. Finally comes out and everything said on the original call has now changed. I paid the 50$ activation fee 1st phone call. While out of course up sell- up sell- up sell!!! Since I was buying into "upsell" the attitude started. I was told by the installer to hook up cameras I needed to pay 330$ or he would not install. So of course i paid it. After the was received by ADT i was told he didn't have the outdoor camera and would have to back. After a month of waiting i contacted ADT and was told i had to wait 3 months to get installed. So whatever i waited the 3 months and contacted ADT back. I was told that Defenders installed my equipment and they did not cover their work! They are the one who sent them out. We went around and around ALMOST TWO HOURS ON THE PHONE!!! Finally two supervisors made the decision to install my outdoor camera. Not even an hour later the corporate office contacted me. STATED THEY WOULD NOT BE OUT TO INSTALL THE CAMERAS... WHY you ask because ADT'S installers installed and they dont install out door cameras. After paying 330$ to install the cameras up front. Their corporate office said I could pay them to install one. Why should I have to pay AGAIN. I also have in writing that he would be back out to install the camera. Now it's time for me to get UGLY- I ASKED THEM TO CANCEL MY SERVICE- I CANT HANDLE GOING AROUND IN CIRCLES!! ADT STATED THEY WOULD DISCOUNT. YET IT IS STILL GETTING TAKING OUT OF MY ACCOUNT.. I JUST DONT UNDERSTAND HOW A COMPANY CAN NOT GO BY WHAT THEY SAY. I NEVER SIGNED A CONTRACT! I WONT THE SERVICE DISCONNECTED AND MY 330$ BACK BECAUSE THE JOB WAS NEVER COMPLETED. WORST COMPANY I HAVE EVER DEALT WITH....

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Pastor Mark Cologne, MN

Jul 18, 2019

Salesman was ok, promised more than he could deliver. Tech had no idea what he was doing. Billing is horrible, they do not listen and cannot understand what they are saying. (i think are in another country) False alarms all the time, they won't do anything about and getting charges from the city. Costomer service is horrible, I call in and never get the same person twice. Always some different even if it was 5 minutes after last call. I call and cancel alarm and they still send the police anyway. Warranty is ONLY 90 days compared to other companies 1 year. Service charges are rediculos. I would not recommend them to my worst enemy. Monitoring cost went from $38.99 to almost $150 month in three years and they would not let me out of contract/ I had to pay remainder of contract to get out.

1

Score

Kathy Portsmouth, NH

Jul 16, 2019

ADTs monitoring service overall was good but the monthly monitoring fees are kind of high and when you go to cancel, be prepared for a hassle. I have been with ADT for 11 years which was partly due to the fact that when I moved, I could not cancel without paying a very high fee. Then when I moved the service, ADT would create a new contract, extending and locking me into another term when I specifically advised I did not want to extend the contract. Also, I was told in our moves that we could not take equipment we had installed and move it to a new house. We were then told on 2 occasions that we could have taken the equipment with us to avoid additional charges so the last time we moved, we took the equipment with us and had it installed in the new house. We recently moved to another province of which the house we bought already had an existing monitoring service. I called to cancel and was told I had 5 months remaining in my contract of which I had to pay $75% of the remaining fee. Again, I was under the assumption that I was not in a long term contract as I specifically advised I did not want to extend the contract. The girl we spoke to in Cancellations named Larissa (who would not provide an ID # or other contact info),advised that we were in a contract and had a fee. I attempted to explain the situations we experienced over the past 11 years. Lets just say customer service was not her number one priority. As we were explaining our story in a calm manner, she kept interrupting trying to talk over us explaining that we could not have moved our system or paid for it outright as the regulations in Ontario don't allow us to move our equipment and new equipment needs to be installed each time we move. When we tried to explain we have paperwork to prove otherwise, she kept interrupting saying that is not possible. We asked her to look up our contracts and paperwork and she advised that she could not do that but had already previously explained that every time we moved a new contract must be created (but yet, she could not see these contracts) We asked to speak to a Supervisor and was told there was no supervisor or manager around. We advised her that we were disputing the cancellation charges and needed to speak to someone who can waive these fees. She advised that no one can and that we will receive a bill and then can call the number to dispute. Not sure why we couldn't have been transferred to that department and dispute it now. All in all, at least we now will be rid of ADT and not tied to them. Word of advice, stay clear of ADT.

1

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Andrew Draghi

Jul 15, 2019

Constant system failures. Being told by defender senior technician that one of my four exterior doors cannot be alarmed. I was offered to either disable it, or move the door sensor to an interior door of my home. Can’t use the system as it is constantly alarming. Have had multiple service technicians out here to repair multiple items. Will spend hours on the phone between ADT and defender customer care department I have lost over 32 hours of work sitting at home waiting for technicians to show up Just in 10 months. Trying to reach management who can make any kind of decision is impossible. All they do is continue to tell me they can send another technician out, and send me a copy of my service contract. They are scam artists!

0

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Alicia

Jul 14, 2019

The ADT reps are rude. The guy that came and installed the system was very unprofessional and drilled right through my wall to install the system, it was too late before I realized wtf he was doing. He was an idiot. Their cancellation policy is ridiculous, I wouldn’t recommend them to my worst enemy. Oh and I got a call today from the billing department to call them back yet they are closed today, geniuses. ADT is a joke.

0

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Seth

Jul 13, 2019

STAY AWAY FROM ADT!!!! I was promised by the salesman / installer that battery replacements by a technician would be covered for life. This coverage was volunteered as part of their service. I didn't ask for the free battery replacement or negotiate it into the purchase. It was simply promised to me. As soon as the first battery failed, I called ADT and was informed that there is no such service and I'd have to pay for a technician to come out and replace the battery. I don't mind paying a premium for good service, but I despise being lied to. I am cancelling my service as soon as the contract is up. In addition the software is slow and unresponsive, and the interface to Alexa is inconsistent. ADT is definitely not a software company and their products are dated, probably a force fit to software and the internet. STAY AWAY FROM ADT

0

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Jennifer Landers Lakeside, CA

Jul 12, 2019

ADT Cameras have very very very poor range. I was told they would cover my driveway all the way to the other side of the street. They barely cover one side of my driveway. So I contacted ADT to have another camera installed to cover the other side of my driveway. They came out and I paid $250 plus $25 service call to install a MDC835-ADT Mini-Dome HD Camera, which was recommended by the technician who came out. This camera works okay during the day, but at night, you can't see anything because the picture is very grainy. For the last year off and on I have been calling ADT to replace the Mini-Dome HD Camera with an Outdoor-Night Camera (like the 4 original cameras we purchase). Everyone I have spoken with after being on hold for at least 40 minutes said they would mail me a replacement camera for the Mini-Dome Camera. I have never received a replacement. So I called last week around July 2 or 3, 2019 and spoke with a very nice woman, stupid me I didn't get her name. To make a long story short, she said she would mail me the replacement camera at no charge and I should get it on July 8th or 9, 2019. Today is July 12, 2019. I have not received the camera. So I called ADT again and was transferred 3 times and was told there was no record of anyone at ADT sending me a camera. Then I was told that they don't mail cameras, but the woman I spoke with last week assured me she would mail me the camera because the technician might not have the correct camera with him when he comes to install it. She also said she would put all of these notes in my file with ADT. Obviously, she was lying and had no intention of sending me a camera and wasted 30 minutes of my time lying to me. ADT HAS NO RECORD OF THIS PHONE CALL. I spoke with Latoya at ADT and she told me that she could give me a discount on a new camera and I said I already paid $250 for the camera that doesn't work. She said that's all she could do. We had purchased four other cameras which were OC810-ADT Outdoor/Night Cameras at $250 each when we purchased the alarm system. The cameras all suck. They only record for 30 seconds and then stop and don't start recording again for at least another minute. So by then the thieves are gone and are not recorded. CUSTOMER SERVICE SUCKS AT ADT, THEY ARE LIERS and should not be trusted.

0

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Kristi

Jul 11, 2019

ADT needs to hire better sales representative. You should compete ethically. Mark, a sales rep who works in the Crowley, TX called another sales rep from another security company and pretended to be a customer asking for quotes. Not only that, he tried undercutting other sales rep by talking bad about their companies. Life is not fair but at least live your life decently.

0

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Chris Fontenot Lake Charles, LA

Jul 11, 2019

A few weeks ago I called to get ADT home security. Apparently ADT has different providers that install their equipment. My appointment was at 2pm. By 2:30pm no one has showed up so I give SafestreetsUSA a call. The response I received was "The technician lost track of time and is an hour away so he will be there no later than 5pm." By 6pm still no one has arrived to install my alarm system. I give them a call back and get the answering service. At this point I was upset because you MUST be home when they arrive (my window was 12pm-2pm or something like that). At that point I've waited 6 hours. I left a message and did not receive a phone call back until 3-4 days later. I decided that I did not want the service through this provider (SafestreetsUSA) and they refunded me my money. A few weeks later I decided to try again with ADT and got in touch with a different "Premium Provider"(can't remember the exact name, only that she stress they were the "Premium Provider"). This "Premium Provider" informed me after a 30 minute conversation that they could not provide me service because Safestreets had a lock on me for 90 days and that I needed to contact Safestreets to remove this block. I then contacted Safestreets in which they stated that they could not remove the block and to call the "Premium Provider" I was just on the phone with and they could remove it. I call the "Premium Provider" back in which they tell me that Safestreets was lying but they could now transfer me to ADT Corporate who could definitely get this problem resolved for me. Well yeh…..that didn't happen. He told me he could get me the incredible service for a small fee of $800 when Safestreets and this "Premium Provider" could do it for $99. Why would I do that? Wasted another couple hours of my time. So since one of ADT's provider didn't show up to my house or return my call for 3-4 days I have to pay $800? What a joke! You would think that this large company that's been around for 144 years would want to satisfy a customer but apparently not. I do not want a company like this providing security for me and my family. What's going to happen if I have an emergency? Will they do there job? Will they call someone to show up? Doubt it! Rant over.

2

Score

Y Elias Auburn Hills, MI

Jul 11, 2019

They've been raising my monthly fee every 2-3 months in the name of "keeping a quality service"...the irony is, services have not changed, nothing got better, everything still the same. Customer service is rude and speak to you as if you're interrupting something better they were doing.

0

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Marie E Awad Saint Clair Shores, MI

Jul 10, 2019

Less than a year ago, we had ADT install five security cameras outside and inside our home at a cost of approximately $1200.00 plus monthly service fees. In less than a year, we had service technicians come out to the house multiple times to fix issues with the cameras. Most notably, the cameras go offline, so the cameras are basically inoperable when off line. The technicians have come out to the house on multiple occasions and replaced two outdoor cameras; replaced the WiFi repeater; and also relocated the WiFi repeater. On other occasions, I have spent at least 20 minutes on the phone to see if they could fix the problem remotely. Three months ago the technician, knowing in advance that the service call was for outside cameras, arrived here and then told us that we would have to reschedule because he didn’t bring a tall enough ladder. The cameras are located at a level of approximately 12 feet - just above the garage doors. A couple days later, another technician came out. Two weeks ago the cameras went off line again. I contacted Mr. John S from ADT’s executive’s office who basically just said they would send someone out. I repeatedly told Mr. S that we have had several technicians out to the house in less than a year and yet the problem persists. Mr. S, sounding like a broken record, just continued to say they can send someone out. It doesn’t matter to ADT that we have already had many technicians here and that we have had to take time off of work, or rearrange our schedule each time, to wait home for them. Today, the cameras went off line again. This time, I contacted Mr. S and Ms. Eileen who is also from ADT’s executive office. I requested a credit for the cost of the cameras. They both have refused. They had multiple strategies for refusing to credit my account. First, they blamed my WiFi as the problem. What they failed to realize is that one of their technicians, when he was here three months ago, had already confirmed with my husband, that it is ADT’s WiFi that was not connecting to the cameras. ADT uses their WiFi that connects the cameras to their unit in the basement. Even if it had been my WiFI, I have top of the line WiFi through Comcast. If the top of the line WiFi system through Comcast doesn’t work, then no system would work. Second, they deflect their responsibility by accusing me, because I no longer wish to disrupt my schedule to wait home yet again for their technicians. How many times should any customer have to repeatedly accommodate ADT for the same issue? Ms. Elaine even had the audacity to say that because it has been a year, they wouldn’t refund the money. In other words, because I gave ADT ample opportunity to fix the problem, so they couldn’t accuse me of not giving them a chance to rectify the problem, it is now my fault. Time and time again I gave ADT the chance to fix it. Records prove that ADT was here many times for the same issue. If their equipment is so inferior, they shouldn’t be selling it and profiting from it. In my opinion, what ADT is doing is basically theft. They are selling products that repeatedly fail, making a handsome profit off it, while customers are left with security cameras that malfunction. ADT should not profit by selling cameras that have difficulty connecting to their WiFi.

0

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James Waddle

Jul 9, 2019

They give you runaround on cancellation even after contract is finished . One person tells you one thing ,next time you get another person they tell you something else. We are now July and they are telling us we owe money even though we have sent letters canceling in May and they are telling us we owe for June and July because they didn’t get letter until June 1 and now it is July and after they investigated we did all right but we owe for June and July even after we took equipment out in May.

0

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LEON HAMPTON SR

Jul 9, 2019

Stay away from ADT, they don't care about their customers, I had disconnect my service after 12 YEARS with ADT due to a life event and ADT would not waive a early termination fee of $934.88 because I had just signed a new contract for a outside camera, I offered to pay for the camera but was told no, and was told I must pay the $934.88 in order to end my contract with them. I ask did my 12 years with them mean anything. Their reply was we are sorry there is no exceptions. I was told this by Three individuals. Again there are better companies out there. Also make sure you read your contracts and remember when talking to these sales Reps make sure when they tell you something you write it on your contract document and both of you initial it. It has to be in writing. Don't trust any of them. Here is my ADT Account: Account Number: 31634367. After being with ADT for over twelve years, I had to close my account with ADT because I had to sale my Home. I ask ADT to wave the termination fee because I had just finished a three contract in December 2018 and had only added a outside camera and I offered to pay for the camera if they would wave the $934.88 termination fee because I would not have a place of my own and had be a GREAT customer for 12 YEARS. Their answer was NO. So please stay away from ADT they don't reward loyalty . I will be get another home one day but ADT will NOT be someone I would choose for my future alarm need.

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Bruce Washington, DC

Jul 9, 2019

After 7 years as a customer, they give you the runaround in trying to cancel. There is also a 30 day period before they cancel, ensuring that you have to pay another month even after you've stopped using the system.

1

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joshua lutz Bloomfield, NJ

Jul 9, 2019

Worst experience of my adult life hands down. Promised the world by Manny, the regional manage for Nutley NJ safe haven and had to fight him tooth and nail every step of the way to get my home secured AND ITS STILL NOT SECURE. His installation guy forgot to do the main ground floor window in front of the house and when I called him three weeks later (when I noticed there was no sensor at all on the most vulnerable window in the house) he basically yelled and screamed at me like I’m a child saying, “you think I’m a magician? I can do magic? I can’t give you free stuff! I already did you a favor by giving you the basement windows so I can’t help you.” He then tried to placate me by saying, “No one is going to break into that window you’re fine!” It’s in my contract that the home be secure in the living room and they still won’t honor it. What’s worse is that he talked me out of securing my dining room windows saying, “trust me no one will ever break into that room cause it’s above a garage.” Meanwhile the identical house next door was broken into in the exact same windows last year but all they care about is skimping on the little cheap $5 plastic sensors. He also said, “you don’t need back windows, basement windows or garage door, trust me. No one will break in there.” My dad asked me why the heck I let this guy rip me off so bad. When my wife heard how ripped off I got and how insecure our new home is she told me either call him back and get the whole house covered or she’s moving out. When I called him back he was rude and even hung up on me! I texted him asking if he actually just hung up on me and he ignored my texts. After fighting and arguing for a week and threatening to cancel service he gave me the 3 basement window sensors in boxes but refused everything else. Then a couple weeks later I noticed the installation guy missed my main windows in the living room! When I called he picked up he was already angry to hear from me and made me feel like I was bothering him. He said, “why are you even calling me three months later?” It has been exactly 32 days since he banged on my door and pressured me into ADT service. NOT THREE MONTHS. He insisted it’s been three months. He also lied and said, “I already gave you 17 sensors I can’t give you more.” He only gave me 8. I tried to explain it’s not 17 but he insisted it’s 17. They don’t care about your families safety only your cash. They’ll do everything they can to whittle the service down to bare bones and make you feel like trash for trying to get all the windows and doors covered to actually be a functional security system. When I called his office they put me on a half hour hold then hang up on me. I called ADT about 5 times about the front windows (that are guaranteed in the contract!) and they said they’d get back to me and never did. I called about locational services I read about on line (system disabling when you’re within a mile from home) they said there’s no such thing. They don’t even know their own tech. Now a month later my house isn’t secure and my wife is furious with me for signing a $2,000 contract when all she wanted was the Google Nest home security system for $200. I tried to cancel 3 weeks in and they said I’d have to pay $1500 (75% of what’s left in the brand new contract). I should have listened to my wife and got the Nest or similar WiFi system for $200. What an idiot I was to let this door to door scam artist into my home. They made me feel like an idiot, messed up my relationship with my family, lied to me about my service, denied full coverage as contractually agreed to and treated me like garbage every step of the way. I don’t think In my whole life I’ve ever felt so angry, frustrated and duped by any other company. If I could go on TV about this I would do anything to tell the world what a scam and a nightmare this company is. I feel like making a documentary about this nightmare company. I wish I NEVER EVER MET MANNY AT ADT. I have no one to turn to and everyone there treats me like I’m an annoyance. Even though I am paying them $2,000 I’m somehow the problem. Somehow he did me a favor when I signed a three year contract for some crappy little plastic Chinese made sensors for 2k. Somehow I am bothering them by being their customer and I never even got what they promised me in their own contract. What a horrible horrible nightmare. I’ll spend the rest of my days tweeting, blogging and sharing my nightmare. I’ll never stop warning the world about the sham that is ADT and Safe Haven.

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EVELYN BASSETT

Jul 8, 2019

I wanted adt to come out to put in two more sensors. Wasted my whole day waited for tech to come out. He came at 9 pm at night and brought the wrong part. SOOOOO i had to reschedule and today they called and cancelled cause the tech called in sick. They had NO ONE else to co come out. I wish i had NEVER used adt......

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Cole Silver Spring, MD

Jul 6, 2019

The 3 year contract is a bigger deal than you might imagine. Regardless of how poor their service is, you can’t escape. When they set up your system wrong and tell you they will fix it right away but don’t show up, you can’t escape. When you have to call them to get them to come out again, and then they set it up wrong a second time, you can’t escape. Then, when you call to complain, and they say your contract is with a local company called Defenders, and they transfer you to them only to have them lie about a supervisor having gone home for the day and then “oh actually one just walked in”, you can’t escape. Then when they create an official case to look into the issue and will certainly call you back in 72 business hours (which of course they don’t, 1 full week later), you can’t escape. In fact, when you call in to ask for a supervisor, and they tell you that all supervisors are too busy to come to the phone but one will certainly call you back in 48hours (which, of course they don’t), you can’t escape. So, maybe you get lucky. Maybe everything runs smoothly. But are you willing to risk the $1700 that it will cost to get out of your contract? I was too excited to get a security system to think about this. I thought the fancy cameras and app would make up for it. I was wrong. You don’t have to make my mistake.

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Yevgenia Lawton, MI

Jul 2, 2019

Below is the message I left on ADT's facebook page. ANYONE reading my review: do not use ADT! I have never been CHEATED, ENTRAPPED, TREATED in the way you are treating me and my family. We signed up a year ago. We explicitly and multiple times asked what happens if we must relocate ABROAD due to JOB transfer. We were told that if ADT cannot provide services at our new location (like moving abroad), we will not be held to the early termination fee and penalties. NOW that my husband got a contract (copy was submitted), the company first tried to tell us that the no-penalty rule applies only to the military. When I pointed out that "military only" was NEVER mentioned, the story changed to one of the MOST INSANE arguments: that it is my husband's contract and not mine, and since I signed up for ADT, we are still in breach of contract (never mind NO ONE mentioned to me that my husband should be on the account and not me - we are MARRIED!!!). When I offered to keep services at our new home, I was told that ADT does not service Germany. SO... your company is telling me that you cannot provide services that you demand I pay for?!?!?!? I am not talking morality here. I am talking FRAUD. You are a terrible company! You do not care about your clients. Your logic is insane: my husband gets the transfer, but I am liable because I do not have a job in our new location?!!! You sent me on a calling chase, resulting me in speaking to nearly 10 different people in various departments over the course of 50 minutes. Your lack of logic and consideration for people is disappointing and enraging. Not to mention that your logic is entrapment of clients and fraud (yes, I am mentioning the word again). I hope to make sure no other family falls for your deception. Rest assured I will continue fighting.

1

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Richard Strauss Morganville, NJ

Jul 2, 2019

I had my old ADT system upgraded last week. The upgrade included three wireless security cameras. The picture quality of these cameras is horrid. Pixelation, unfocused, and the inability to clearly see faces. One service tech said it was due to a poor wireless signal. This is simply not true as I own a wireless Nest camera which uses the same wireless system and the Nest provides a crystal clear picture. The lead tech for my area told me to just return the cameras if I wasn't happy with the quality. I called up ADT customer service today to see what they could do. The representative was totally dismissive. Again I was told that my only option was to have the cameras removed. ADT outright refused to lower my monitoring cost for the inferior cameras. They also refused to provide me with a better camera when one comes out unless I paid for the new cameras. My wireless is fine, the ADT cameras are pitiful. After being an ADT customer for almost thirty years I am seriously considering having the entire system removed and going to a different security company. Nothing but rudeness, dismissiveness, and a run around from the technical, sales and customer support departments. This is unacceptable for a company with over 140 years in the business.

0

Score

Joseph Dinh Laveen, AZ

Jul 1, 2019

I have been a customer since 2016 until recently and I have to say ADT has been very slacking in their service. One time I received call that the alarm of my house sounded off when I was away. The representative actually told me that he tried to call the police but could not get a hold and told me the continue to call the police until someone pick up. Why do I have to pay you big buck each month so that I have to call the police myself?!!! A few year until recently, I noticed a slight increase in my bill of $6. The sale person set up the system for me promised me that the bill will never increase. I called and they were able to reduce it. The fact that they increased it then reduce it back when being called is sketchy business practice. Does that mean if I didn't make the call my bill might go up again in a couple months/years? Fast forward until a couple months from now, I changed to another security service. In a way to persuade me to stay, they said they can lower my bill to 29.99 per month from 57.73. This means I was overcharged so much for the entire time I stayed with them? Super Sketchy. Now about the cancellation part, I called to cancel on 5/14. They said there is a 30 days cancellation policy so I'm still being charged for the month of June, but they charged the wrong amount. So I called 2 more times and was ensured that the credit amount will be refunded back to my credit card. I waited and waited and nothing came, so I call again for the fourth times. The two ladies account manager and billing department (Whitney) were actually able to help me understand the billing part and explained that they have to initiate a Refund Request (they promised to send me a check this time), which the previous 3 representatives never did. They also helped remove the Autopay from my account so that I don't get auto-charged again in the future months since my service is already cancelled, another thing the other representatives never did. Dysfunctional business process!!! How many time a customer needs to call to get a simple request done?!!! Now that I'm gone, I will never go back. I will also advise all the people I know to never deal any business with ADT.

0

Score

Aida Mahwah, NJ

Jul 1, 2019

If there is a negative number for this review I will give it today. Worst customer service EVER!!! Took me 2 days to get to the right person to just get a service. Are you kidding me. Now they took my deposit and I have to wait for 5 days to get my refund. Too many choices out there.

2

Score

p mcneil Excelsior Springs, MO

Jul 1, 2019

we paid the last bill and had no luck talking with the Billing Dept; now we recd a collection letter for $62.05! this was already paid and now we have to have it taken off our credit report; bad business

0

Score

Kimberly Moorman

Jun 30, 2019

I had ADT installed over 5 years ago I used it for less than 2 years and I cancelled it. Customer service asked me if I would like to keep it open for $4.95 a month in case I change my mind or decide to rent the house out which I almost did. My bank statements showed a $5 fee each month for some time and then I noticed 2 years ago they'd started charging me $56.95 a month again! And I do realize this is a lot my fault for not checking my bank statements, but I called and told them what they had been doing and that I needed a refund and they agreed. I told them just to completely stop my account and close it. As of last month they are still taking out $56.95 a month and I have not used their equipment I've not used anything and they know that. AT&T did this to me to the tune of around $10,000. I am so upset and I don't have time to fight these stupid battles I'm fighting for my life right now with cancer. I'm on a fixed income and I'm trying to pay my way back and forth to Houston from Oklahoma to MD Anderson hospital and it's ridiculous have to deal with this crap. And if I had the money back that they owed me it would make these trips a little bit less painful financially. Actually it would help a lot. What to do?

5

Score

BILL Kyte Blountville, TN

Jun 29, 2019

I HAVE BEEN TRYING FRO SEVERAL MONTHS TO CANCEL MY SERVICE AND EACH TIME THEY ADD A NEW WRINKLE OR ROAD BLOCK. I WOULD SOON HAVE BEEN BURGLARIZED AS TO EVER HAVE TO DEAL WITH THJIS COMPANY AGAIN

0

Score

Joe Gordon Warren, OH

Jun 26, 2019

Relentless illegal marketing from this company. They don't care about no-call lists. They keep sending people to our door, uninvited. Given how much they're spending trying to get our business (it will never happen), I'm sure the service itself is either overpriced, worthless or both.

0

Score

Lisa

Jun 26, 2019

We had ADT security installed in our home but last year had a break-in. Turns out the alarm on that window was not working. I called ADT to replace the damaged screen and found out several screens were not working. You can imagine how upset I was to find out my home was not protected (even though I was paying my monthly ADT bill). So I cancelled the service. The young man who originally sold me ADT told me not to worry, he would take care of ending the contract. But he never did and I continued to be billed. I would call him and remind him to take care of it but he never did. So I called the main ADT number and was told it would be taken care of, but it never was. Recently, I received a letter from a collection agency for close to $1000! Again, I called ADT and was told someone would call me. No one ever did. Today, I called ADT again and was told there is nothing they can do because the bill has already been sent to collections. Excuse me? I was let down AT EVERY STEP OF THE WAY by ADT. I would never recommend this company to anyone. They really just don't care.

0

Score

Peggy G. De Lung

Jun 26, 2019

ADT Do not use this company. They lie about rates. Charge for services you don’t order. Take money out of bank accounts without permission. They are thieves. They promis rebates and don’t follow thru.

0

Score

Robert Pearson

Jun 25, 2019

Someone trespassed in my driveway I have three cameras and they only record for 30 seconds a clip So the guy walks in my yard then after 30 seconds the camera stops recording and doesn’t start recording until the guy is gone. I call and ask why one person lied and said my cameras can record longer The next person put me on hold and never picked up the phone again after I called back and ask why did the person just lie to me and didn’t send me information on how to make the cameras record longer A persons life and property is worth more than 30 secs It’s sad but the people at ADT don’t care they put you on hold and wait for you to hang up I’m looking for another service please help Stay far way from this service

3

Score

Michael Musselman Cornelius, NC

Jun 25, 2019

I have been a customer of ADT for 20 years. I have a windows sensor that began to fail simply due to settling of the house. I called to get it serviced and ADT stated that I could add an additional service contract to my monthly bill for an additional $32.00 per month and then it would cost me an additional $80.00 for the technician to come out and move the sensor closer to the window. Or, I could pay $94.00 for the first 30 minutes and an additional $34.00 dollars per 15 minutes that the technician was on-site. So, I could spend a couple hundred dollars for the technician to move my sensor closer to the window, or replace it, or I could upgrade my system for less money but sign up for another contract. ADT doesn't care about their customers. You are just a number to them and once they have you, they don't care to provide support to you any longer.

0

Score

Gloria

Jun 25, 2019

I ordered 4 cameras with audio and night vision to be monitored by ADT. Spoke with customer service who said their would be a $100 installation fee. The technicians came by to installed all cameras and said I would be getting to burglar alarm key pad for free. So he installed it and left. Got home to read the paperwork and ADT installed 4 indoor cameras without audio which will not be monitored by ADT (after talking to someone else in customer service) just the door. I told customer service that is not the door I needed monitored, it’s the cameras.. This is absurd and having ADT pick up all their equipment.

0

Score

Richmond BC customer.

Jun 24, 2019

ADT pulse doesn’t work. Then, they Don’t have any customer support to call back to help resolve the issues.

0

Score

Roger Hawkins

Jun 23, 2019

Worst experience in my life the worst company i have ever had to deal with!!! Do NOT call the number you find when you search for ADT on the internet they will transfer you to a company called defenders they will try to sell you a bunch of stuff for a lot of Money. DON'T CALL DEFENDERS or ADT. I promise you will regret it!!!!!!!!!

2

Score

Alex

Jun 21, 2019

They don't tell you that you need to have a maintenance plan for them to help fix any issues you have with the system and want to charge an extreme amount per hour to help you fix a simple issue. When you ask about the maintenance plan they don't give you any information about it. We stuck it out and stayed with them despite this issue. Then you need to add additional services and want someone to come out and help you make sure you have the right equipment but they supposedly don't have anyone local to help so you have to order it and hope it's the right thing. Finally found a good alarm company that wants to help us. So we contact them to cancel even with being out of contract they say we have to give them 30 days notice just to keep our money we pre paid which was ridiculous monthly as it was over $85 a month. But they want to threaten you that your equipment will not longer work etc etc. Guess what my equipment works fine because I own it and have a good company now. Stay far far away!!

0

Score

T Miller New York, NY

Jun 21, 2019

I sold my house after a year of having ADT. ADT is telling me that my contract states I must complete the obligation some $800+. The installation guy was horrible. He began installing without going through the packages, and signed me up for 3 years of service without explaining. They are a consumers worst nightmare. The home has been sold to new owners. There should be a final close out total, possibly the balance on the equipment costs only. That is stealing. You want me to pay for a service that I won't be getting. Even cell phone companies that place you under contract will only make you responsible for a cut off fee and the balance of your equipment. This is completely ridiculous. Please do not use these people. For a large company they are thieves.

0

Score

Terry Warren

Jun 20, 2019

Worst company Ever!!!!!! For all of you who as a Pulse System!!! Please read. When I ordered a system I didn't get what I ordered. They put a substitute in in it place, a Pulse which has a serious security flaw built in. The ADT pulse system has a serious arming flaw the general public is probably unaware of which I accidently discovered 3 months after the system were installed. The Pulse system is engineered, built and programmed to alarm in two modes; Stay or Away. When arming the system using the Pulse smartphone app it does not arm the system to instantaneously trigger an alarm if armed "Stay" there is ~45-60 sec delay in alarm triggering. After bringing this to the attention of ADT and after several days of phone calls and visits with ADT tech support, sales, and customer service personnel and to my dissatisfaction they admitted that using the smartphone app to arm the in "Stay mode" does not have a "no delay" alarm function and cannot be independently programmed to do so if a zone is breached. What more alarming (sic) is ADT doesn’t have a fix for this issue on the Pulse and the only fix is the homeowner is to arm the system from the secondary keypad that comes with the system which defeats the purpose of the smartphone app. The problem with this issue is the customer is not made aware of this upfront during sales or installation. So, what does this means to the average customer; YOUR HOME AND FAMILY IS NOT SECURE IN THE "Stay Mode" using the smartphone app! After discovering this flaw, I tried to get them to install a system that was comparable to what I ordered initially they contend they did not have anything to offer because any other system of comparable specs has the same problem. Then I tried to invoke their 6-month customer satisfaction guarantee and they would not honor it, thus telling me I would incur 75% of the remaining contract cost.

0

Score

Jenkins Matteson, IL

Jun 19, 2019

I EXPLAINED WITH(2) DIFFERENT ASSOCIATES WHAT I WANTED I DIDN'T WANT LAND LINE AND I WANTED VIDEOS I EVEN TOLD THEM I DIDN'T HAVE AN ELECTRIC DOOR BELL BUT THE (2) ASSURED ME MY PAYMENTS WOULD BE 27.00 THEY PROCESSED MY CREDIT CARD FOR 99.00. THEN SENT OUT A (THEY CALL THEM A TECH BUT ACTUALLY ) A SALESMAN.!! AS SOON AS HE STEPPED IN I TOLD. HIM ABOUT MY WANTS.HE SAYS COOL.SETS UP THEN PROCEEDED WITH HIS PERFORMANCE ALL SAID AND DONE HIS PERFORMANCE WAS 58.00 A MONTH. I KICKED HIM OUT !! I SHOULD OF LET THE DOGS OUT THEY CLAIMED MISUNDERSTANDING...IF THEY DONT HURRY UP AND RETURN MY MONEY...IT WON'T BE A MISUNDERSTANDING!!??????

0

Score

R.White

Jun 19, 2019

Very rude salesman just left my property. He parked behind my wife’s car but she had to go out so I asked him to move his car so she could get out. He would not move it and said she had to be there for him to give his spheel. I told him again she had an appointment but that didn’t matter. He said I was incapable of deciding weather we would buy his products and services. I told him I could make those decisions with or without my wife. Then he said I wasn’t able to decide in a very nasty tone. I asked what right he had to question my ability to make decisions and again his reply was unbelievably harsh. I then told him to leave my property ASAP. His name is Roger so beware if ADT sends him to your house. After having to get rid of this as#hole and after reading many of the 2300 bad reviews I see why so many think this guy and the company as a whole are a slimey bunch of cons. Don’t waste your time with these guys. Find some company that treats you with respect and is completely open and honest