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#16
adt-130x130

ADT

36-Month Contract, Home Automation, Poor Customer Reviews

Our Score
6.3
User Score
1.8

Visit Site

Our Score
6.3
User Score
1.8
Rank this Company

Ratings Breakdown

Price

Monthly Price
$28.99-57.99

Up-Front Costs

Activation, Install & Equipment
$25-49

Technology & Equip.

10/10 = BEST
Undisclosed

Contract Length

Total # of months
36 Months

Cancellation Policy

Can you cancel contract?
Yes

Time in Business

Total # of years
1890

A+

Negative Rep

10/10= Bad Reputation
6.2%

SDM Rank

Top 100 Company Rank
1

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
880

This Review is maintained by Chase Sagum

Review Last Updated: January 5, 2017

ADT is one of the oldest home security companies in the world, with over one century under its belt. With that much experience, ADT is bound to know what it’s talking about with securing your home. OR do they really know? While one of the largest home security companies in the nation, many consumers of late have not been expressing fond interest in the company’s services. Hopefully, our quick Good & Bad breakdown will help give you an idea about what to expect with ADT Home Security.

The Good

  • $28.99/Mo Traditional Plan For New Customers
  • Free Installation & Nest Available With Video Plan
  • 6-Month Money Back Guarantee
  • ADT Pulse App

New customers of ADT can get started for just $28.99 per month with its Traditional package which is slightly lower than a majority of security companies out there. This plan comes with limited features but all plans come with a 6-month money back guarantee. If during this time, you are at all dissatisfied with the service that ADT provides, they will refund you the installation charge and any monitoring fees you’ve accrued.

ADT’s video plan comes with free installation, and a Nest Learning Thermostat which is just one of the perks of paying $49.99 per month for this plan. Not only that, but this plan includes home automation features that let you control door locks, lighting, your thermostat, and your garage, remotely from the ADT Pulse app.

The Bad

  • No Free Installation With Traditional Plan
  • 36-Month Contract Required
  • Many Negative User Reviews Left On Our Site

Customers that are new to ADT’s service will be able to take advantage of its lowest monitoring plan (Traditional) at $28.99 per month, however, this plan does not come with free installation or the extended limited warranty. You will be required to sign a 36-month contract (24-month if you are a resident of California) which is unfortunate if you become dissatisfied with ADT’s service after the 6-month money back guarantee.

Users of our site have had quite a bit to say about ADT and the service it provides. Several reviews proclaimed problems with ADT reps not showing up to appointments they scheduled, not to mention the hours that some customers have been put on hold for. Other customers of ADT have mentioned that they were charged high cancellation fees as well as expensive rates for service visits.

The Bottom Line

ADT offers great introductory packages to help you get started with securing your home. The Video package is a little more expensive than the Traditional but it comes with free installation, tons of home automation features, and a 6-month money back guarantee. However, if you decide to go with ADT, you must sign a 36-month contract, and you run the risk of dealing with its poor customer service, high cancellation fees, and costly service visits.

We do not recommend ADT to be your home security provider. There are many other companies out there that offer better customer service and that are more affordable. Companies like Frontpoint Security, Protect America, and SimpliSafe.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.1
$34.99-49.99
$99

#2

8.6
$43.49
$35

#3

7.0
$14.99
$229.96

#16
adt-130x130

1.8
$28.99-57.99
$25-49

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880 ADT Reviews

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  1. User Score
    0
    January 18th, 2017
    2 people found this review helpful!
    The Territory Manager will not return phone calls, has claimed to set appointments and the techs do not show up. I’m thinking he never set the appointments because we do not get confirmation calls. We have communicated via e-mail, phone and text and he will not respond. When we call the “office” nobody answers the phone. The camera we have has not worked in a month, yet we are still paying for it. We were supposed to have Pulse installed, they did not install pulse. I think we have been scammed, they are getting their money, but when issues arise they are no where to be found!!!!!! I want out of the contract and I want my money back that I have sunk into this. Oh and I forgot to mention we also have ADT at our house, I will also be canceling that service!!!!!! I would actually rate them a -100!!!!!! We were promised filet mignon and were served a TURD SANDWICH!!!!!!!! I AM LIVID!!!!!!!!!!
    Read More
  2. User Score
    0
    January 18th, 2017 Ballston Spa, NY
    1 people found this review helpful!
    Do not get ADT, however, if you like to throw money out, then get ADT. Cameras are inferior and the service is inferior. They are very attentive to get you into the contract. The employee turnover is very high and the is the worse of the worse.

    I was stuck for three (3) years with these undesirables.

    Read More
  3. User Score
    0
    January 18th, 2017
    1 people found this review helpful!
    Mobile application terrible, customer service bad especially if you have accent, worst experience, don’t even try.
    Read More
  4. User Score
    1
    January 18th, 2017
    0 people found this review helpful!
    We installed this system because we are away from home for extended periods. The installation was flawed and a window sensor keeps indicating a breach. We have to have the police come to check and they charge a fee if nothing is wrong.

    Also, one month after installation the outside alarm siren ceased to work.

    They cannot do repairs unless we are there. We purchased the system because we are NOT there! So, what is the purpose of having the system

    Read More
  5. User Score
    0
    January 18th, 2017
    0 people found this review helpful!
    Thank you for all your help! I will save the above and look into them. The ADT company really annoyed me. we were clear with them from the beginning when we called that we were still shopping around. But still had to pay upfront just to have a guy come out and go over everything. (risk free. You get a refund if you don’t proceed). When the installer/sales guy came out, we also told him at the beginning we were shopping around and not necessarily wanting to move forward immediately but wanted to go over their system before making a decision. Well. The guy was with us 3 hours (he went over everything) and was ready to install. He was quite thorough and we have an idea of what we want now. However, when we reminded him we weren’t ready and wanted to think about it, he was really pushy, called his supervisor. He said we hurt his feelings because he wanted us to have a security system and he spent all this time with us. We explained we understood and appreciated the time but as we stated from the start, we were in the shopping phase. He then wanted to install immediately and let us try it for a week and then if we didn’t want the system we could call to have it removed. We said “no” to that idea. We had a hard time getting him to leave. Then the supervisor called and my hubby said we were going to think about it. Then the guy called corporate and told them we wanted to reschedule (which was not true). He finally leaves, and then Corporate calls me and I didn’t answer as I was annoyed at that point. Then the guy calls me and asked me if ADT Corp called. I said yes but I would call the next day. He asked me to call them right away. And I said again I would call the next day and hung up. They were a very annoying company. I do not appreciate hard selling or pushy selling tactics. So now I am turned off by ADT. They also lure you with promotional pricing and then do a bait and switch. Needless to say did not sign with them.
    Read More
  6. User Score
    0
    January 16th, 2017 Littleton, CO
    0 people found this review helpful!
    Never again! They charge for everything! Contracts! The customer must do the work (as stated in the fine print) or the contract is vacated.
    Read More
  7. User Score
    1
    January 12th, 2017 Eagle Mountain, UT
    0 people found this review helpful!
    I tried calling over a month ago to ask for help because we are financially struggling. I asked for any way to put my account on hold so that we could catch up because there’s no way we will be able to catch up when we keep accruing monthly payments. We don’t want to cancel our service completely, just put it on hold for one, two months tops. They refused to help and wouldn’t discuss any other options with me until I set up a payment. I’m not going to set up a payment with them if they’re not going to help me and work with me! So fast forward a month later and I’m getting multiple collection calls EVERY DAY most of which are a recorded machine that puts ME on hold! When I finally answered to a real human, she was rude, condescending, and kept interrupting me whenever I tried to talk. She again refused to help at all unless I paid my past due balance. I hate this company and regret using them! I’ve never dealt with such terrible service and can’t wait to get out of my contract!!
    Read More
  8. User Score
    0
    January 11th, 2017 Snellville, GA
    0 people found this review helpful!
    ADT is the worst company I have ever done business with. The have terrible billing department can’t get anything right, their installers don’t know what they are doing. They do not stand behind their 6 month guaranty. We had an installer come to our home to try to install the system, she was her for 6 hours and still could not get installed. She made us sign a contract, we were told that it was to show she was here and would get paid, bet never got the system to work trying to tell us that it our phone. We received a bill for the part of the first month and the next at the wrong rate only a few days later even though we did not have a working system. We were told they would be back in a few day to fix they system, they never showed. After 3 weeks we got tried of waiting a call and told them to come take the non working system out, well they would not stating that we signed the contract. So they came and got the system to work a few days later. But they still had not got the bill correct or credited us the overcharges. We have called three times to try to get this corrected, the last time we told them that they have a 6 month guaranty on their web site and they informed us that we did not get that guaranty. SO WE ARE STUCK WITH A COMPANY THAT NO ONE SHOULD EVER HAVE TO DEAL WITH, TERRIBLE BILLING. PLEASE DO NOT GET ADT.
    Read More
  9. User Score
    0
    January 11th, 2017
    0 people found this review helpful!
    signed up 4 days before month end not delivered til following month she said would pro rate i said no charge till medical alert arived they still charged me for prior month with no alert here yet tyhry called me asn said this is equip rental fee there are no equip fee
    they callef back and said its testing fee
    called again they said acyivation fee total thieves
    i denunit back yjey sais i have long term contract liers month to month per internet constantly calling i went to the veterans its free no monthly charge
    john ferguson Carmichael ca
    Read More
  10. User Score
    0
    January 11th, 2017 Washington, DC
    0 people found this review helpful!
    Terrible service: the alarm does not work and they make it impossible to cancel the service.
    Read More
  11. User Score
    10
    January 10th, 2017
    0 people found this review helpful!
    I’m very excited bc my services are being installed today. The Rep that I spoke with Erin Oneal was awesome. She was thorough with explaining the process and the payments. She made me feel very comfortable and she also informed me about any upgrades I may want to add in the future. I went through USAA and they connected me with her. ADT customer service is awesome.
    Read More
  12. User Score
    0
    January 9th, 2017 Matawan, NJ
    2 people found this review helpful!
    My alarm just went off(by accident) for over a minute. I ran inside when I realized and put in the correct code. I waited for the phone call from an agent, as explained to me by the sale rep, to give my security code. THAT DID NOT HAPPEN. I got an automated call telling me that because I put in the correct code NO FURTHER ACTION would be take.

    This is extremely upsetting. What if, god forbid, I was being held at gun point and I instinctively put in my correct code. There would be no follow up from anyone. No person would call, no police would be warned. I would be on my own with said intruder.

    I called ADT and was told that is the way it is and in less I trigger the distress code they DO NOT FOLLOW UP! I explained how upsetting that was because under extreme distress I might not remember the distress code. She said thats the way it was and there was nothing that could be done. She also asked me WHAT ARE THE CHANCES OF ME BEING IN THAT SITUATION. Really!? Isn’t that why I pay them? To protect me if god forbid the situation arises.

    Long story short, look else where for your security needs. Don’t let the sales rep tell you that they ALWAYS call with a live agent if your alarm is triggered for longer then 30 seconds. They do not if you put in the correct code. That could be the different of you and/or your families life.

    Read More
  13. User Score
    1
    January 9th, 2017
    0 people found this review helpful!
    Horrible phone service department. No more calls when alarm goes off so if some breaks into your home you get an email and no emergency police notification , bad technical service. Problems with equipment and they wont repair or replace. Have been with tgem for 20+ years but am now looking for other security company to go with.
    Read More
  14. User Score
    2
    January 9th, 2017 Inman, SC
    1 people found this review helpful!
    Just got off hold trying to modify my per month cost. almost 10 minutes on hold and they tell me they will call me back. Sounds like bait and switch. VERY expensive per month and for service calls, not to mention equipment costs.
    Read More
  15. User Score
    0
    January 8th, 2017 Tampa, FL
    1 people found this review helpful!
    When I cancelled ADT, the new company came in and disconnected the system. ADT should have called when the system was disconnected, but did not. I called, and asked about the status of the system. I heard a few key clicks in the background, then the rep tells me everything is fine. I replied, “That’s interesting, seeing how the system is in a box in the garage. May I speak to a supervisor, please?” Long story short, I was to receive a two month refund (never did), and I will never be an ADT customer again. They are simply untrustworthy.
    Read More
  16. User Score
    10
    January 8th, 2017
    1 people found this review helpful!
    My wife and I have been with ADT for over 18-yrs. All the issues that we had were because issues with our home. (Old windows and old electrical wiring)

    Customer service is excellent…..

    Billing no issues for the last 18-yrs….

    Over alll…….I think we will stay with ADT for another 18-yrs…..Yes Sir…..

    Read More
  17. User Score
    0
    January 8th, 2017
    0 people found this review helpful!
    ADT has been calling me from multiple numbers multiple times a day for an upgrade.I told them to please stop the calls; I am in and out of town and will get it done as I can.

    I got a text message from a representative on 12/28 telling me my service would stop on 12/31 without the upgrade. I could not have it installed in that time period and I was just walking in the door that day, and already frustrated with them. I said, well, i guess it stops working, then? The representative rudely replied telling me to call and cancel if I did not want the alarm.

    They apparently showed up at my door unannounced on 12/30 anyway. I complained on the company Facebook page about these matters, and the company responded by deleting my post and blocking me from the page. Now, I was not rude, not profane or even belligerent in any way. I noticed some other posts from upset customers I’d seen previously missing too.

    What kind of company treats its customers in this manner? I have never seen such crassness and cowardice and unprofessionalism in my life. Thankfully, I am not under contract. I have ordered service from a new company.

    I am done with ADT and I will never recommend them to anyone. I will steer anyone else I know looking into a home security company away from them.

    The lack of professionalism they have displayed in their dealings with me defies belief.I have never been treated in this manner by any company, and I’m certainly not going to tolerate it any further.

    Read More
  18. User Score
    2
    January 7th, 2017 Orchard Park, NY
    0 people found this review helpful!
    We have had ADT in all three of our homes over a 25 year period. Our current system which is fairly large has been in our home for 6 years. In the last 6 months we have had multiple error codes and have even had to disconnect out system per ADT. The service personnel comes out and “fixes” the problem until a week or two and it starts all over again.
    This has become a real frustrating issue and have ordered to have the service manager to come out and replace the system. If they don’t on their dime I will have them take their equipment out and I will be getting one installed Monday by Doyle!
    Read More
  19. User Score
    0
    January 6th, 2017
    2 people found this review helpful!
    ADT has the worst customer service . they were billing my credit card without my permission .
    when i called them to get their service they made promises they did not keep after signing the contract . month later i called and complaind to customer service they were rude to me and refused to honor the contract . they kept charging my credit card account . the tech who did the installation lied to me too about the billing and charged me extra . called my credit card company and i was told by them that they can not cancel the payments to ADT , so i had to close my credit card account . after 4 years they have judgment against me and on my credit report . please be smart and do not do buissiness with ADT you will not be happy .
    Read More
  20. User Score
    0
    January 6th, 2017 Plainfield, IL
    5 people found this review helpful!
    Had to schedule 3 different days for installation due to the tech being 3 hours late the first day and then just not showing up the 2nd day. Was told by the sales rep that the package I was signing up for had free installation and equipment which included 15 wireless door/window sensors, a motion sensor, keypad, and keyfob(plus an additional door sensor and smoke detector due to the techs not showing up when they were supposed to) and then when the tech came out and installed everything I was told I owed them several hundred dollars. After talking to the tech’s boss on the phone it was agreed that I would let them charge my credit card after it was noted on my account that I was going to do a chargeback but I was asked to speak to the account services department first. I made three calls to that department. The first guy’s greeting said he was in account services but after I explained my issue he said I would need to contact account services. When I asked if that is not the department he originally said he was part of he hung up on me. The second call I spoke to a lady who after I explained the situation took it as a personal offense and swore that she would personally see to it that I was turned in to collections and forced to pay if I proceeded with a chargeback. After I made it clear that I’m not above legal action due to false advertisement she quickly transferred me to her supervisor who proceeded to put me on hold for half an hour and then hung up on me. My third call I finally got through to someone who explained that I actually have an account manager that I could speak to and they would be able to fix my problem. She then got me in touch with that account manager. Unfortunately the only helpful person I spoke to out of the three is also the only one that didn’t give me her name. My account manager said she would start the refund process and the charge would be reversed within 14 days. 3 weeks later the charge still had not been reversed so I called back to see what was going on. I was told that the refund was noted but never processed, but the lady could start the process right then and it would take at minimum 30 days for the refund to go through. I told her that was unacceptable and I wanted to talk to my account manager so I was put on hold for 30 minutes and then hung up on. At this point I contacted my credit card company and filed a chargeback. When the rep from the card company had me on the phone for a three way call, but prior to actually calling ADT, I told her to make sure its noted in the recording that I’m telling her now that we are going to explain why we are calling and be told we are being transferred to a supervisor but will actually be put on hold for 30 minutes and then hung up on. True to form ,that is exactly what they did(to the minute, I had a stopwatch going). Needless to say the rep from the card company said there is no way that ADT would win if they contested the chargeback given what I’d told her and that I was able to predict their reaction to the call. Instead of contesting it, they had my money refunded in less than 48 hours so that they wouldn’t be dinged with Mastercard. On another subject, the day after my system was installed my front door sensor stopped functioning. I called 5 times to have a tech come out to fix it since what’s the point of a security system if the front door isn’t being protected. I was told repeatedly that they would not send out a service tech for an emergency repair and I would have to wait until Saturday(this was on Monday). After speaking to multiple people who clearly don’t care, I called my account manager and gave her the choice of getting a tech out to fix it that day or getting a tech plus contractor out that day to remove the system and repair my walls and doors. She sent the same tech out that did the install and said I was getting a 3 month credit for my troubles, but instead of just crediting my account she said they had to deposit the money into my bank account and then I can just use that to pay the bill. I just now called to follow up on this because I still haven’t seen it and sure enough it was never actually done and now it will be another 30 days until I get that “credit”. On top of that, if you don’t sign up for automatic payments they charge you an additional fee for paying manually. After what I’ve seen of this company I guarantee they do this to get you to take automatic payments so they can overcharge you “accidentally”. Stay away from this company, they are a joke and shouldn’t even be allowed to be in business.
    Read More

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Our Score
6.3
User Score
1.8
Rank this Company

Ratings Breakdown

Price

Monthly Price
$28.99-57.99

Up-Front Costs

Activation, Install & Equipment
$25-49

Technology & Equip.

10/10 = BEST
Undisclosed

Contract Length

Total # of months
36 Months

Cancellation Policy

Can you cancel contract?
Yes

Time in Business

Total # of years
1890

A+

Negative Rep

10/10= Bad Reputation
6.2%

SDM Rank

Top 100 Company Rank
1

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
880
Our Score
8.0
User Score
8.1
Rank this Company

Ratings Breakdown

Price

Monthly Price
$34.99-49.99

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
12-36

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
2007

A+

Customer Support

Good, Bad, Limited
Good

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
307