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.

View Best Home Security Companies

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

View Best Home Security Companies

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: April 09, 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

1. Select Your Rating:

0=worst

10=best

2. Share Your Experience:

3. Review Validation:

1

Score

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

Score

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

Score

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

Score

Mrs. Johnson

Jul 30, 2019

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

0

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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.

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

Score

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!

0

Score

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

Score

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....

0

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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

Score

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.

0

Score

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

Score

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.

0

Score

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......

0

Score

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.