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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10=best

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3. Review Validation:

0

Score

Jessica Rosen Santa Ana, CA

Jun 17, 2014

deplorable customer service, I was lied to at the initial set up of my system regarding the contract and the necessity of a permit for the alarm. I later incurred fees from the city after the alarm went off several times due to faulty equipment. ADT will not accept responsibility for the fees. I have been placed on hold multiple times for over an hour and have not found any of the staff helpful. DO NOT USE ADT, go with another alarm company.

0

Score

Cindy Bushnell Spring, TX

Jun 17, 2014

The are by far the worst and systems are cheap.

0

Score

Nancy Strohmeyer San Jose, CA

Jun 13, 2014

The technician didn't hook up the entire system, we were robbed and our neighbors didn't hear a thing. They came out and gave us a bid to upgrade and wanted to charge us another $1800 for a system we found out was getting installed for $99. This to me is fraud and downright unethical. I am seeking legal action.

2

Score

danny Madison, WI

Jun 12, 2014

ADT misrepresented their services as being for month:month, however- you get stuck in a three year contract regardless of your circumstances. They are also NOT rated by the BBB...actually the BBB has an ALERT on ADT. There is also a class action lawsuit being organized against them for fraudulent busines practices...umlawful early termination fees and unilateral increases in monitoring fees.

0

Score

Dave Crossville, TN

Jun 9, 2014

ADT should be shamed for how they do business. they pretend to be the best but after signing their contract your just a phone # on their list of complaints and long waiting list to get service. when the service does get towards you it's not worth having. you may as well tell the thieves you have ADT and get it over with. Customer Beware!!

10

Score

Anthony Novi, MI

Jun 5, 2014

We'll I'm really happy with the install but there was no clean up after it was done I was.

1

Score

Alexander

Jun 4, 2014

I'm military & was researching home security for my next move. Started w/ ADT, after all, USAA (most popular military bank) promotes them. I checked reviews & concerned I might be verbally promised something different from contract/installation, I called ADT with caution & informed the 1st agent I'd be typing the conversation so I could compare benefits to other companies & confirm what ADT provides in writing is what was agreed to. After typing up the promotion from agent, I tried to get off the phone so I can compare to another company, but he insisted I speak to his manager so I did. The manager tells me about the ADT, how the White House is covered by ADT, & ADT has 4 call centers vs one, etc - both agent & manager very nice. He promises the original promotion (1 pad, 1 remote, 6 door/window sensors, 1 motion sensor for $49.99 plus refundable $99 install reservation fee - 3yr contract plus military clause) plus $450 credit for extra items since he supports the military. I knew USAA offered a 2yr agreement, but I was okay w/ ADT's 3-yr due to military clause. I asked if he could put all this in writing, & he said he'd send an email after the reservation & that all ADT conversations are always recorded/can be played back at anytime should there be an issue in the future. So I drop the $99+tax ($104.45), but instead of getting the confirmation email, a day later, I get a call from an ADT scheduler wanting to schedule installation. I informed him before I schedule installation, I need that confirmation email so I can confirm ADT honors their agreement. He refers me to customer service. Two days later, I finally get the confirmation email, but it adds stuff (glass break, extra remote) I didn't agree to & the $450 credit is not reflected; in the email, it states to call to quickly resolve. I send email (to keep it in writing) stating the info they reflected is wrong & stated if they doubted me, to play back the recorded conversation. They respond back stating "Upgrades of any kind are never free and are purchased during the time of install" then go on to state the credit I'm referring to is the glass break/extra remote which they say is worth $229 & further tell me to not respond to the email, but to call. So I finally call & I'm referred to a manager who then trys to tell me the glass break/extra remote is actually $229 "each", can be swapped out at installation, and I'm getting $458 credit so I'm getting more than promised. From my discussion w/ 1st agent, I knew this was incorrect because we discussed options & these items didn't cost $229 each. I informed him since different agents/ managers are saying different things & it doesn't match what ADT is sending in writing, I'll be going with a diff company & want the $104.45 I paid back. The manager then says, well you can go with another company that provides "partial monitoring", but he'd make sure the refund was taken care of. My recommendation: If a company promises you something verbally, get it in writing. If they're not willing to put it in writing - beware. I will be reporting them to BBB.

2

Score

S. Murphy Pleasant Grove, UT

Jun 2, 2014

Here is what I think of ADT. Horrible! The WORST customer service I have EVER experienced. Promised a package at the store when I purchased my phone. Boxes arrived, we were told not to touch them. Installer arrived on time and NINE hours later the job was no where near done and there were no cameras in the boxes. Second installer came out and had to re-do everything the first guy did. Which included leaving a drill in my wall and his glasses on my floor upstairs. He also tried run a cable through my laundry room to the garage and back in the house!! This tech has been here FIVE hours and not done. AND another appointment for the cameras in two days. Also, they want to charge me $300! I wish I had never walked into the AT&T store. Run don't walk from this sales pitch.

0

Score

Frank Newark, NY

May 30, 2014

Beware of this company they are scammers. They tell you nothing but lies, lies, lies. If you are in the market for an alarm system, go with a reputable company, not ADT. They said they needed to get my credit card number for a $99 for the rep to come to my home for the "free" installation? Well, they snagged $106.42! Now lets see how long it takes them to refund that since I did not purchase their contract. I am filing a complaint with consumer protection. This company should be put out of business by consumer protection.

3

Score

Rick W

May 30, 2014

Deceptive selling practices. I purchased a home that already had a system installed. My home inspector offered a discount for ADT services (turns out anyone in the state was 'eligible'). I made the mistake of calling ADT and talking to one of their reps instead of going through a third party, mistakenly thinking it would be less expensive. Not only did I not get credit for the discount we discussed, the 'totally free' installation (figured it should be anyway since the system was already installed) ended up costing over $125 in a bill I got a month later (replacement cost for a keypad that they own?? and 50 bucks for the 'free' installation. I have no trust for this company and they are my security coverage? I will be trying to find a way to get out of the contract and switch to Cox or someone who at least seems liable to keep their word.

10

Score

Missy Pearland, TX

May 24, 2014

Do your research! Knowing what you want can be helpful. Different package products come with different monthly fees. Be "nice" if you have problem. I'm sure the ADT customer service people have heard everything. For some people it's a job not a career, be nice and it really ups chances of having a positive experience. Do not assume that everyone knows what they are doing. I have moved all across the country and have had 8 alarms in my life. Four alarms were ADT products. I request and get certified installers. If you want a great product with choices go with ADT. They will even special order a product for you and yes that does cost extra. Everything is at your finger tips with MyADT.com. Currently from TEXAS

2

Score

Michael Issaquah, WA

May 23, 2014

We were contacted by adt about our moving credit which was bs. They basically use the credit to wipe the fees that are normally wiped for signing a contract which we also did. Salesman sold us on pulse which we believed to be upgrade. Waited a month for install and it took one guy 8hrs + called in support to complete. Invasive. They degraded our existing system and keypad leaving us with little functionality. When I called salesman he argued but agreed to make better. He said will contact you next week. That was six weeks ago. Did I mention my car was broken Into during wait period? DO NOT USE THIS COMPANY!

5

Score

Sonja Memphis, TN

May 20, 2014

I've had ADT since 2002 and I really had not had any major issues with them other than their prices keep increasing. BUT on 5/5/2014, I called and spoke to Curtis with ADT because I had a low battery signal displaying on the security panel. Curtis informed me that the battery was coming from sensor 5 which displayed the hallway in their system. Therefore, he sent me the batteries to exchange. When I changed the battery on 5/11/2014 (Mothers day), the security panel displayed the hallway sensor as 4 and not 5. I contacted ADT immediately and spoke to customer service representative Patricia. When she answered the phone, she had a very dry attitude and she kept getting my address information wrong. When I informed her of the issue displaying the wrong sensor number on my security panel vs. the sensor number information they had in their system, she became very rude because she kept telling me that she was not seeing what I was seeing and I told her the only thing they needed to do was come out and reset MY panel to reflect what they had in THEIR system. She still didn't get it. She was not comprehending to that at all. Therefore, I requested to speak to a manager and she then said OH MY GOD. Can you believe a representative was acting like this to a customer??!! It was unbelievable!! I told a family member that Patricia was ignorant, in which she heard me say this to my family member and then Patricia told ME that I was the one who was ignorant. I wanted to cancel my services right then, but I was transferred to a "supervisor" and not a manager. I spoke to Hanna and I asked her to please listen to what I needed to explain to her about my issue, in which she did. Hanna understood exactly what I was trying to convey to Patricia. I also asked Hanna if Patricia was going to be reprimanded of her actions and Hanna stated she needed to listen to the conversation and IF they found that Patricia was not professional, they will proceed with further actions. I will never know the outcome of this situation because Hanna stated she could not tell me that. All I wanted Hanna to do was let me know that they did follow up on the phone call for that day, such as listen to the recording, etc. It's not that I wanted Patricia to be fired or anything, but I think Patricia needed some type of disciplinary action taken due to her unprofessionalism, bad attitude, etc. Today, 5/20/2014, David the technician came to reset my panel to reflect what they had in their system and he was very pleasant and kind. I am now in the process of researching other security companies to obtain their services. It's so unfortunate in this economy situation that we not only have to deal with price increases for everything but we also have to deal with unprofessional customer service representative of companies we use. It's good to know we have other options to consider. But for this situation that occurred on 5/11/2014 with Patricia and Hanna, this is the only reason why I'm rating ADT with a 5.

0

Score

Cristina Wilcox Atascadero, CA

May 18, 2014

ADT is a fraudulent company and deserves a hefty class action law suit after reading hundreds of similar complaints online. First I had a very sweet ADT rep tell me that my contract was month to month and I could cancel anytime. When I went to cancel after one year I was informed it was three years. Lo and behiold on the back of my contract in very faint 9 point type it said three years. I failed to see this as she was spoon feeding me the places to sign and never once flipped the pages over to show me the literal fine print on the back, all while inviting my daughters to come over and ride her horses. My fault. Now after three years of paying for nothing, I cancelled with 30 days notice, even received a confirmation of cancellation only to receive a bill today for 6/1-6/1. The charge is an additional full month!! For one day?? I believe they are counting on businesses having accounts payable departments that are just paying bills and not paying attention. Fraud clear and simple.

10

Score

[email protected] New York, NY

May 6, 2014

I've had the service for about a year now. Its affordable, easy to use and the customer service has been great.

3

Score

Carol Valencia, CA

May 4, 2014

ADT is the current owner of what used to be Brinks and also Broadview among other service providers.I have had their equipment for over 25 years and I am done having them suck up my $$. We are talking over $18,000.00. Last year, when it came time again to change the battery, they wanted $140.00 ... I bought one at radio shack and replaced it myself. I ran a test last month and the monitor box read CP ERROR. I called and was told that was a "Communication Problem"...I would have to pay $170.00 for a service call. Right now, my alarm is not ringing thru to the company, so it is useless! :(

10

Score

Bertha Wilson, NC

May 3, 2014

I AM DISSAPOINTED IN THE $44:99 EACH MUCH I HAVE TO PAY WHEN ON THE PHONE THEY TOLD ME MY PAYMENTS WOULD BE $36 A MONTH AND IT IS $44:99. I HAD VECTOR SECURITY FOR THREE YEARS AND THEY WERE GOOD TO DO BUSINESS WITH AND NOW I STARTED WITH ADT WITH $10:00 MORE A MONTH THAN WHAT I WAS PAYING VECTOR SECURITY VERY DISSAPOINTED. MY HUSBAND PASSED AWAY AND I WAS TRYING TO SAVE EVERY DOLLAR I COULD TO SURVIVE ON SO I BLEW THE COOP ON THIS ONE BUT AFTER THREE MORE YEARS WITH ADT VECTOR ALREADY SAID THEY WOULD TAKE ME BACK SO THEN I WON'T HAVE TO PAY $10:00 A MONTH MORE.I TOOK A TEST HOW I WAS PLEASED WITH THE GUY THAT HOOKED ME UP AND GAVE THEM AN EXCELLENT ON ALL NOT EVEN REALIZING WHAT I HAD SIGNED FOR $10:00 MORE EACH MONTH WHICH IS TOO MUCH FROM WHAT I ALREADY HAD VECTOR SECURITY WAS GOOD TO ME. BERTHA HAMM!

10

Score

Ben Oceanside, CA

Apr 19, 2014

My dealing with ADT has been positive. Called on a ADT ad I saw in local paper. Salesman was on top of his game and flexible with options on special. Devices had point ratings and you could trade around sensor and monitor quantities etc. Install Tech showed on time, installation went smoothly. He briefed me on system, been a week with no false alarms. Got the cellular option with wireless system. Just do your research and know what you want up front to get the best deals, add ons at Installation time can be costly vice making the deals and specials upfront. Set the alarm off once and they called immediately going down contacts as set up. I didn't pick up until last contact just to see operation. Hope this helps anyone out there.

0

Score

Lisa El Paso, TX

Apr 17, 2014

Military families: DO NOT SIGN A CONTRACT WITH ADT! They do not respect the military clause. I would rather live without locks than do business with ADT again. When it came to for my husband and I to PCS, I called ADT, spent an hour on the phone with them and was transferred at least 10 times. Finally, they instructed me to fax them a cancellation request along with a copy of my husband's orders. Went to Staples, sent the fax, tried to call to confirm it was received, "Oh, that's processed by another department." Three days later, I had a massive charge from ADT on my credit card. I called them, they said that it was normal and it was being processed by the refund department. They assured me it would be removed in 10 business days. Well, 10 business days later, the charge was still on my card. I called my credit card company, to verify that there were no pending refunds, and of course, there weren't, so I called ADT again. I was told to give it more time, it was still being processed. Meanwhile, I called my credit card company and gave them the information and filed a dispute. They ruled in my favor and removed the charge from my account. I checked my ADT account several times over the next week or two and it didn't look like there were any problems. Nearly 2 months later, I got a notice from ADT that my payment of the massive cancellation fee was denied by my bank (because I disputed the charge), and the payment did not go through. The next day I received a letter from a collection agency. I have now sent copies of my husband's order to ADT 3 times, and now I'm having to send a copy to the collection agency. Every time I speak with ADT and they thank me for my family's service, I feel like it's a giant slap in the face! They do not respect our military, they have horrendous customer service, and they lack effective communication skills. After several phone calls during the course of a month, no one could bother to tell me that they lost my husband's orders or there was any problem.

4

Score

Rita Ahmad Chicago, IL

Apr 5, 2014

Retired 2005, 2014 requested ADT cancel the over 16 year business system. Requested to sign up to the free home security system. Told not possible, told that first I must cancel the business account and go without security serve for 30 days. After which time I could update for the free home security system, at NO Cost for parts and activation with only a $99 Customerr Installation. The present system is well over 16 years old, updated home system required.

1

Score

Marion

Apr 1, 2014

Terrible company with dreadful service. Have had five customer service visits this year for the same problem. Today the tech didn't call before she was coming, as requested, so I missed the visit and have to wait yet another week for yet another tech visit. NO ONE at ADT cares at all about the customers - the phone people are the worst. I waited over half an hour to speak to a supervisor - still waiting. Do yourself a giant favor and avoid ADT like the plague they are!

0

Score

Lu P Gibsonia, PA

Mar 28, 2014

Steel Security ADT Rep: Spoke to JL Rep at a home show in Pgh. 3/8/14. After agreeing to try ADT on condition my husband could cancel if he was not on board, I was given a paper receipt written on a Direct TV worksheet (first clue). My husband thought the monthly cost was too much so i called company 2 days later to cancel. Rep not in, admin. who does finances not in?? Told to call back. After 5 phone calls and a call to DN at ADT corporate i was told it would be taken care of. As of today, 3/28/14 charge was not taken off my credit card for services never received. Finally, i called my credit card company to file complaint and to get the charge removed. This was after final phone call to Steel Security which i again got the run around that the rep that sold me system was NOT in and that admin. in finance was not in and i would have to call back on Monday!! Not a very people friendly company at all!

0

Score

Joanne Bloomingdale, IL

Mar 25, 2014

Be careful here. Had a system installed in a business and was broken into 4 days later. Alarm DID NOT SEND A SIGNAL. Getting runaround from adt regarding this issue. Trying to get to the bottom of this, but so far am very unhappy........

10

Score

Judy Vineland, NJ

Mar 24, 2014

They don't explain to you that the sensors ONLY protect half your window. If the sensor is down at the bottom and your window open from the top as well it will NOT GO OFF!! So how is this protecting my home when I live in a Bi-level home??? Plus they charge you a cheap price because the equipment is JUNK!! Very Bad description on the items and Very Bad service!!! NOT FULLY PROTECTED BUT THEY WANT THEIR MONEY UP FRONT FOR A TECH TO COME OUT AND GIVE YOU ABSOLUTELY NOTHING!!

3

Score

dave Portage, IN

Mar 21, 2014

ADT may be the biggest, but for sure the slowest to respond! We lost our phone lines that report any emergencies to them...TWO WEEKS later they finally called to inform us!! On top of that, are rates increased?? We made the switch to Guardian Protection, and LOVE THEM!

0

Score

Glenda Chula Vista, CA

Mar 19, 2014

Not very good , I call them for my alarm went on, the person answered the call put me on hold for 10 minutes . I hanged up and called again it says they are experiencing of high volume of calls , I'am very frustrated in the service , there is no number to call for emergency , I could be dead in ten minutes

1

Score

Liz Sarasota, FL

Mar 17, 2014

I have been a customer of ADT for 16 yearrs with few problems,, until now. Upon purchasing a second home in November 2013, my husband called to have an ADT system installed. The Safestreets (ADT -authorized dealers in Florida) failed to install a functioning system. We have had numerous service calls within the first few days and weeks of system installation. Safestrreets had to replace numerous contacts with wireless and charged us each time(no meeting of the minds from 1st installation, keep in mind we also paid for the initial installation) There were numerous false alarms and we had to drive an hour each way to this 2nd house each time. The police were even notified and responded to a false alarm. We also discovered on either ths 2nd or 3rd service call that the actual audio alarm (siren) had not even been hooked up to the system. The straw that broke the camels back was once again we had a "not reday" code on our system and we spent over an hour with ADT. They told us to bypass the zone,which means there is no security at that zone site. My husband requested service and we did not receive a return phone call to schedule in over a week (apparently there was a snow storm in N Carolina, however the home is question is in Florida. Safe strreets is actually demanding we pay them over $1000.00 , this is unbelievable as they failed to install a functioning system I plan on contacting the Fair trade comission as ADT and safestreets hide behind each other while neither has provided a functioning system, this is an unfair trade practice as they never fulfilled their obligation which is to provide a functioning system. We also plan on filing a suit for money already paid for system installation. Too bad they no longer are able to provide a quality service and installation. I am not sure how much training the installers have but in my situation it seemed like they were either incompetant or simply did not care enough to provide a functioning system. Safestreets is very difficult to deal with and ADT needs to provide better oversight of their authorized dealers.

10

Score

Unsatisfactory

Mar 17, 2014

Consumers BEWARE !!! After constant calls and emails from ADT I agreed to speak to a rep about a free instillation and was charged off the top of $200 to have the system installed with a promise of 2 $100 gift cards. When the installers were at my home they waned another $100. I told the installers I didn't want to pay any more then what I had already paid. The installer Justin talked me into another $5 for an extra door. I gave them my credit card to charge the $5. I checked my statement and ADT had charged another $58 and found anothe pending charge of $45. Now I called to cancel and was told the 30 day money back is only good for 48 hours....

10

Score

Kaye Jordan-Poer Columbus, GA

Mar 12, 2014

I was very disappointed. Called ADT because I felt they could help me. I had been burglarized and the first lady I spoke with got my confidence. Then they missed two (2) appointments for a quote. Not a good feeling for a lady living alone that needs good service. I am done.

10

Score

Joe Pasadena, CA

Mar 10, 2014

ADT has many hidden fees that will haunt you after signing up. Their customer service is horrible and they charge to repair their equipment. I would never use ADT again.

10

Score

Simon Selkirk, NY

Mar 6, 2014

DO NOT USE ADT - they signed my family home up with a 36 month plan, for $54 fixed monthly cost, but then THEY SCREW YOU ON THE SMALLL PRINT and go and change the rates on you while you are locked into the term. Apparent reason being that THEY chose to upgrade their system, and yet the CUSTOMER is expected to pay for their decision. This is BS. AVOID THIS COMPANY!

0

Score

jay tee Pittsburgh, PA

Mar 5, 2014

I would rather trust my dog than ADT. Had them for business and they totally sucked and their installers messed up cameras after paying about $1,000.00. ADT also screwed up the billing and could never get it right. Totally unorganized service I got from ADT. I'm now buying a system for my home and am passing ADT by like a runaway freight train. I think their just too big to get a real Handel on their installers and their operations. Do yourself a favor and use another company.

0

Score

PR Katy, TX

Feb 28, 2014

ADT is the worst! Once they gouge your for their system and rope you into their contract, their service dries up. I'm paying $50 a month for a system I can't use and can't get anyone to come out to fix. I take days off of work and they call me and tell me the tech can't make it out and they have to reschedule. This is after waiting 2-3 weeks to get the appt! Don't be stupid - they may be the big name, but that just means you're a no body to them.

0

Score

FC TX

Feb 25, 2014

ADT is an absolutely useless company - there customer service is horrendous - my system has been down for 2 months and they just sent a technician out to fix it. They were supposed to be at my house at 9am they finally showed up at 11am with no apology. If they hadn't tricked me into a 3yr contract I would be cancelling this instant and I will 100% be cancelling on the first day I am able to. This is by far the worst provider for security in North America - don't get tricked into signing a long term contract

10

Score

Jeanie McMaster Ripley, MS

Feb 22, 2014

I have been a customer with ADT for 16 years. Everything was fine until last July when my house was hit by lightning. It took out my phone service and also my ADT system. When I called the company to have a service rep to come and check on it , they sent one who told me my system was too old and it had to be replaced because they didn't have parts for the old one anymore. He gave me an estimate and I turned it into my insurance company. I was told at the time that there were no instillation charges as I was an existing customer. My homeowners insurance paid for the new system. It was put in in August and I paid the service rep. the full amount that he said that I owed him. He marked my bill paid in full and put down amount I owed was 0. I again I asked him about instillation charges and again I was told as an existing customer I would never pay instillation charges again. Well, I received a bill in September for a whopping 3300.00 for instillation charges. That was more than I was charged for the equipment that was installed in my home. I called the billing department and was switched from one person to another and constantly put on hold. No one would help me. I received phone calls from people wanting to know when I was going to pay the bill that I didn't owe. In November I filed a dispute with the ADT. They said it would take 20 to 30 days to settle it. In December I received a letter saying they just got my dispute and it would take 20 days to settle. In the mean time I contacted the service technician and he contacted his boss and they both told me I did not owe this money. They sent someone over from their department to inform the billing department to settle this. I received another hateful letter in January and had to finally hire a lawyer to help me. Needless to say this was finally settled and I was told this was just a misunderstanding. Wow!!!! I would call this a big misunderstanding on their part. The bottom line is I did not have to pay this bill but I did have to pay a lawyer fee to settle this. I would not recommend ADT to anyone. I went through 5 months of absolute misery and hell. No one in that billing department was the least bit interested in helping me to resolve this issue at all. They just put you on hold until you are disconnected or you hang up. I just can't recommend this company to anyone at all. It was so uncalled for the way that they treat their people.

10

Score

Dana Clinton, CT

Feb 22, 2014

I am an ADT Sales rep. I also had ADT before becoming a rep. I work here because they care about the customer. Not everything can be perfect but I just want to shine the light on some issues that have been addressed. Yes we have a three year contract like your cellphone companies but unlike other companies we have a 75% cancellation fee not 100%. We can do hardwired contacts but most people like the wireless contacts because if you needed to replace a door or Window the contacts doesn't get compromised. Most important things to know as an ADT customer we have six monitoring centers which all have the ability to instantly move customers to another center should something catastrophic happen in their area such as hurricanes, tornados or like the shooting in aurora, Colorado we went in lock down for the safety of our people. Who else can do this and still monitor you without service interruption? This is why we maybe more expensive but we can be more price competitive if we shut down five of our centers but ADT believes that this is how to provide the best security service! If you were to take your monthly charge and divide it by the number of monitoring centers you are getting we are less than everyone else never mind top notch equipment. We have generations of families with us and that's because we ARE customer obsessed and I am proud to be one of them! Thank you for reading this if you made it to the end.

5

Score

Robert Smith Duncanville, TX

Feb 19, 2014

I have the ADT Pulse system installed in my home. My system has cameras, light switch controls and fire emergency sensors. I paid handsomely for the system and am paying a monthly monitoring fee that is far more than comparable alarm systems. I have been loyal to ADT, having them both in California and now in Texas. That said, I feel like I am being taken advantage of when there are companies with high ratings offering comparable systems and monitoring at much lower prices.

10

Score

Emctric Chicago, IL

Feb 17, 2014

Good

1

Score

patricia rucket Maryville, TN

Feb 13, 2014

System has nit worked since novembet 2013. Customer service and technicians have been very hard to work with. System is still not fixed however they are still taking out payment every month. Be very weary of this company. Will not even give you a manual of system.

1

Score

Hyun Jung San Jose, CA

Feb 12, 2014

I really disappoint ADT. Today I had a problem on my home system from last week, just after install new system. Really I want cancel system. When ADT fix problem after bugler visit my home. When ADT fix my problem....