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#51
adt-130x130

ADT

36-Month Contract, Home Automation, Poor Customer Reviews

Our Score
6.3
User Score
1.9

Visit Site

Our Score
6.3
User Score
1.9
Rank this Company

Ratings Breakdown

Price

Monthly Price
$28.99

Up-Front Costs

Activation, Install & Equipment
$0 - $99

Technology & Equip.

10/10 = BEST
8/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Phone line

Time in Business

Total # of years
124 Years

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
762

This Review is maintained by Isaac Ericksen

Review Last Updated: September 12, 2016

Security Review Home Automation Tech & Equipment Pricing & Packages Contract

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.

How ADT Services Stack up:

ADT has three different plans to choose from with plenty of features that will help you secure and automate your home. However, you’ll only be able to access those features if you end up purchasing its most expensive package and take the risk of dealing with ADT’s customer service which users on our site are quite passionate about. See how ADT compares to the top rated home security companies below:

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.6
$19.99 - $42.99
$0

#2

8.4
$34.99
$99.95

#3

4.2
$34.99
$0

#51
adt-130x130

1.9
$28.99
$0 - $99

ADT Security Review

The Good

  • $28.99/Mo Traditional Plan For New CustomersADT-Guy
  • 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
  • Plethora of BBB Complaints

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. You’ll most likely notice the high number of complaints on ADT’s BBB page as well.

Want to know which home security companies are top rated? Click Here.

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ADT Home Automation

The Good

ADT’s home automation program called “ADT Pulse” is a comprehensive package that includes burglary & theft, fire, carbon monoxide, flood, door, lighting, and video monitoring.  How it works is they have bundled together four package options that range from “select” as the basic to “Premier” as the most comprehensive.  In between these you can choose a system that most adequately meets your family’s needs.  For example, the Premiere package comes with the following equipment:

  • Monitored security systemadt-home-automation
  • Home controlled touch screen
  • Z-wave Door Lock
  • 1 thermostat
  • 2 light control modules
  • 2 video cameras
  • 2 door sensors
  • 1 motion detector
  • Cellular connection

The best part about the ADT Pulse system relative to other home automation packages is their Z-Wave technology and their video surveillance offers.  Z-Wave is ADT’s own wireless technology which allows your home’s electronics talk to each other and to you.  It “unifies them into an integrated network,” and can be hooked into by almost any electronic device in your house.  Also, with their top package ADT provides two video cameras—most companies only include one and require customers to purchase extras a la carte.

The Bad

ADT’s top home automation is a bit more expensive than similar packages from other companies.  For example, several other national retailers provide an almost identical package as the ADT Premiere Pulse package for about $200 less (the Premiere package costs $399).

 


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Technology and Equipment Overview

ADT’s technology allows for thorough monitoring to completely protect the home and the customer’s family. Their technology allows customers to control the following:

  • Temperature monitoring – sensors detect changes in temperature to help prevent broken pipes damaging the home
  • Burglary monitoring – ADT professionals will monitor the homeowner and police in real time
  • Flood monitoring – protects the home from water damage
  • Fire and smoke monitoring – notifies the homeowner and local fire department when triggered
  • Carbon monoxide monitoring – detects carbon monoxide before it becomes life threatening
  • Medical alert monitoring – a push of a button allows for two-way communication for someone in need


Their services expound on home security and touch into home automation that can be controlled remotely through mobile devices and apps. ADT utilizes Honeywell technology for their equipment.


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Pricing and Packages

ADT offers a variety of packages. Each of these packages come with their standard equipment and features with the ability to add “optional” forms of equipment and monitoring. In order to upgrade or install equipment with ADT, prospective customers will need to contact the company directly for a free quote. The following are the various ADT packages:

Traditional package: $28.99/month

  • 24/7 monitoring
  • QSP Warranty
  • 6 months money-back guarantee

Traditional optional upgrades:

  • Cellular connection
  • Fire & smoke monitoring
  • Carbon monoxide monitoring
  • Water detection and temperature monitoring

Remote package: $48.99/month

  • Remote web and mobile access
  • Email and text notification
  • Cellular connection
  • 24/7 monitoring
  • QSP Warranty
  • 6 months money-back guarantee

Remote optional upgrades: $48.99/month

  • Garage door controller
  • Fire & smoke monitoring
  • Carbon monoxide monitoring
  • Water detection and temperature monitoring

Video package: $58.99/month

  • Remote web and mobile access
  • Email and text notification
  • 24/7 monitoring
  • QSP Warranty
  • 6 months money-back guarantee

Video optional upgrades:

  • Remote lock/unlock door control
  • Lighting and thermostat control
  • Remote secure video
  • Garage door controller
  • Cellular connection
  • Fire & smoke monitoring
  • Carbon monoxide monitoring
  • Water detection and temperature monitoring

Pulse Advantage package: $52.99/month

  • Monitored security system
  • 1 thermostat
  • 2 light control modules
  • 2 window or door sensors
  • 1 Smart Voice Sounder
  • 1 On/Off Appliance Module
  • Z-wave door lock (optional)
  • 1 motion detector
  • Cellular connection (optional)
  • Remote web & mobile access
  • 6 Month Money Back Guarantee
  • Small appliance control
  • ADT Yard Sign/Window Decals


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ADT’s Contract & Monitoring

Contract and Cancellation

ADT requires a three year (36-month) commitment prior to activation. This 36-month commitment will lock in the monthly monitoring rate, so customers do not have to worry about a price increase during the initial three year service period. Monthly fees can change after the three year agreement is expired.

Customers who want to cancel before the term of their contract will have to pay an early termination fee and there may be other costs associated with cancellation depending on the package the customer chooses to go with. Potential customers should inquire about cancellation if they are anticipating a move or other disruptor that could keep them from finishing the contract term.

Installation

ADT installation requires a trained and certified technician to come to the home and install the system. There is no DIY option, which means customers will have to set up a scheduled time for the technician to come and install the system. The homeowner or other adult will also have to be present throughout the duration of the installation.

Installation costs start at $199 and ADT Pulse installations start at $399. There are promotions that take place throughout the year where these installation costs may come at a discounted rate, but that is not guaranteed upon purchase.

Monitoring

ADT provides 24/7 professional monitoring to all of their customers. ADT has their own monitoring centers spread across the United States and Canada. If a sensor or alarm is triggered in the protected home, monitoring systems will immediately pick up the alert and contact the homeowner directly. ADT will also send emergency dispatch to ensure protection.

Communication between ADT monitoring centers and the home take place through:

  1. Security panel – acts as a two-way communication system in the event of an emergency
  2. Smart voice sounder – this system will call out fire or intruder when alarm sounds
  3. Motion detector – detects the movement and sends alerts to the homeowner

To learn more about ADT home security, visit their website for more information. For more information on other home security providers, view other company profiles.


FAQs

All questions and answers in this FAQ section are taken directly from ADT’s website. For any additional questions we recommend visiting their website or calling the company directly.

How do I reactivate the existing ADT system in my home?

If you moved into a home with an ADT system from the previous homeowner—you are one step closer to helping protect what matters most.

Now that you already have the system installed in your home, all you need to do is call ADT. Most times, if the system is in working order, we may be able to get it reactivated when you Contact Us directly by phone (Add Contact Page link to “Contact Us”) If the system is not working properly, a security professional will test the system during the phone call and help resolve any technical issues.

To get reactivated you’ll need to visit the ADT official Safe Move website.

How do I disconnect, pack and return my ADT Total Security System and TS Panel equipment?

After you disconnect your service, you will need to gather all equipment stated in the TS System Return Instructions and pack them properly with the provided shipping materials. When you disconnect your service, ADT will ship a pre-paid return box, along with packing materials and instructions to you.

ADT customers have three methods to choose from when returning the equipment box: 1) You can drop the box off at USPS, 2) or at FedEx, 3) or you can give it to your mail carrier. The barcode included on the return shipping label is a smart code and can be read by both USPS and FedEx.
In order to remove the TS Panel, you will need a Philips head screwdriver and a small flathead screwdriver.

Does ADT Pulse work with Ring or Chime? Which Pulse level is required and how does it work exactly?

Yes. Customers must have ADT Pulse Control service level or higher in order for Ring and Chime to connect with the Pulse mobile app. Customers can arm their security panel, lock their door locks and turn on their lights.


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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. Majority of past customers who have visited our site also seem to agree.

View Top Rated Companies.

Are there any inaccuracies in this review? We take our accuracy very seriously and would love your feedback. Give feedback here.

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762 ADT Reviews

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    Sort By:

  1. User Score
    0
    September 25th, 2016
    0 people found this review helpful!
    ADT is my worst nightmare. don’t accept the credit card blame me and its their fault! how do they stay in business? This garbage has been going on fir so long Idont think they can follow it any more. Im constantly writing the better business bureau. They keep not acceptin credit card. blame me I despise them. waqnt them out of my life. they are not business people. more like criminals. contacting them is the thing worst thing I ever did. I hear the security system doesn’t even work. I wont say how. I don’t want to give criminals ideas
    Read More
  2. User Score
    0
    September 20th, 2016
    1 people found this review helpful!
    Avoid using ADT if you don’t want to be ripped off and abused!!! No negative rating. It is not even harsh to give them a rating of -10!!!
    Read More
  3. User Score
    0
    September 19th, 2016 Omaha, NE
    2 people found this review helpful!
    We had ADT for 22 years. We sold our house and asked for a refund of our $400 annual fee. somehow, I was rebilled for my annual ‘monitoring’ fee, rather that getting my refund. I then got my refund, but they would not give me a refund for the accidental overbilling of over $400. I contested it with my credit card company, but even though ADT knew I was contesting the bill, They had a collection company calling us many times a day, I was never impressed with ADT’s customer service, It was impossible to ask questions from a local person who knew what they were talking about. Instead, I would be switched to many different phone centers where people who did not answer my question, would end the conversation with “do you need any thing else from ADT? and have a nice day”. Save yourself some headaches, Remember ADT stands for “A Dumb Thing”
    Read More
  4. User Score
    9
    September 15th, 2016 Marlton, NJ
    5 people found this review helpful!
    I was surprised to see the low ranking for ADT. We have had the Pulse system for 3 years, and have had ADT service for almost 20 years. We also installed a Pulse system at my Mom’s house 3 years ago. So after 3 total installs and 20 years with ADT, we have experienced excellent customer service over the years – in fact recently, one of my Mom’s cameras went offline – I called Friday, got through to a rep immediately, and they were out and had it fixed on Monday. The tech even re-tooled our front door lock, (which really isn’t his job) in order to make our Pulse door lock function more smoothly. The techs we have dealt with over the years for installs and service have been knowledgeable, professional, and thorough. We also paid nothing for the service call. If ADT costs a little more, it is WELL worth to me to protect both my home and to give me peace of mind concerning my Mom and her home.
    Read More
  5. User Score
    0
    September 14th, 2016
    5 people found this review helpful!
    I bought 2 security cameras in January and 3 sensors for over 1000.00 Got ripped off if you ask me because I am seeing this package for so much less. Plus when I purchased it I did so with the understanding the cameras would capture EVERYTHING, because that’s what the sales man told me. Well THEY DO NOT CAPTURE EVERYTHING. WHAT GOOD IS IT TO HAVE SECURITY CAMERAS IF THEY DON’T CAPTURE EVERYTHING. I HAVE BEEN TRYING TO GET MY MONEY BACK AND CANCEL MY CONTRACT AND THEY WON’T BUDGE. I WOULD NOT RECOMMEND BUYING ANYTHING FROM ADT. STUCK WITH A 36 MO. CONTRACT FOR SOMETHING THAT DOESN’T WORK.
    Read More
  6. User Score
    9
    September 13th, 2016 Bellefontaine, OH
    2 people found this review helpful!
    We have had ADT for several years now and I have no complaints with their service or monitoring. The only problems we have had have been with equipment that failed (camera in garage in winter that hated the cold and didn’t work, and a sensor that also didn’t like cold.) and those were replaced once we returned home– at no cost and by very friendly techs. My alarms have gone off a few times but usually because of some unknown reason such as a possible spider going thru the sensor/etc. We also had a moving sensor go off this past winter and they determined that the battery must have gone dead. We simply bypassed it! Later they replaced the whole thing. I have had excellent service and each time I have had a question they have responded quickly and stayed with me till the question or problem was resolved. All equipment will fail at some point but ADT has always responded quickly. If we are gone for several months (snowbirds) and a problem comes up we either by pass the problem if it can’t be fixed until we get back or call a friends to set up an appointment to have them come in to check out the system and fix it. It has only happened twice in the last 3-4 years. Note: Our experience has found that cameras and sensors generally don’t do well in garages or very cold areas and when techs have come out to fix them have agreed with our assessment. ** Oh, I have pulse and control my home from anywhere I go. The only time you will have a problem is if your internet provider goes down — so does the ADT system but the battery will back it up for a while till electric returns.
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  7. User Score
    0
    September 13th, 2016 Pacoima, CA
    1 people found this review helpful!
    I had called the adt 800 from web asked them to come out and quote my home they sent Edward James from a Chatsworth ca. Dealer which I wasn’t aware spoke to Mr James about all the coverage I needed. I was given a cost and paid for all cost. The installer came out and towards midway of install the first problem came up. The ring feature was the lower end. Which I canceled. I could deal with this,so installer moved forward. We get to front out door camera and it only covers half of coverage that I was told will cover my whole front yard. Not happen so I buy another. It’s now about 630pm. Install is complete. We take a look at our back yard Camara and it also only covers half of the back yard. it’s the next day call salesman Edward James about 900am now he don’t pick up, so I text him several times finally I get a reply call you back in a hour after several hours go by I call Mr James it’s about 330pm advised him that I was looking at about another 1200.00 to 1500.00 in added cost do to lack of knowledge he had in the equipment and asked if I could get a better deal. He states I will have to talk to my boss and get to you tomorrow. I let Mr James know that when he came out to meet his boss replied so fast, he we would not complete his text message and his boss would reply. And now you can’t get a hold of him. So I called adt 800 number spoke to a Chris which he tells me you should have gone with a corporate adt and not a dealer. Which I explained to him I wasn’t given this option. Adt Chris solution was cancel with the dealer and call us back. Now it’s the 3rd day 8 hours later after dealing with adt the installer and installers manager,I had sent 3 faxes with confirmation of cancellations. I get a call from the installers manager Darrell Clark on Friday about 602pm telling me how they will issue credits on Tuesday since it was to late on Friday and Monday was labor day and he would send same installer to remove system on saturday. I text Mr Clark on Thursday and no reply. I happen to look at Bank statement and these people are lower then worms ran my cc for another 450.00 even after they were aware that I was cancelling. I call Mr Clark and once again another person no were to be found. I call the installer Ian which I thought had some type of integrity. Took my call asked him if he was scheduled to come out and remove system on Saturday he said no and all of sudden we have a bad connection after a few calls to him and no picked up calls I get a text saying I’m out of town til Monday. I call ADT 800 number again advised them again of the BS I’m going through and they booked appointment for Saturday with a corporate installer to remove system.
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  8. User Score
    10
    September 12th, 2016 Jersey City, NJ
    1 people found this review helpful!
    Love ADT had ADT for over 10 years
    Read More
  9. User Score
    1
    September 8th, 2016 Keithville, LA
    3 people found this review helpful!
    Tell me I can’t have video because my Internet is to slow I find this hard to belive. They suckeep me to sign for a mother three years .
    Read More
  10. User Score
    8
    September 7th, 2016 Pomona, CA
    1 people found this review helpful!
    The product works as advertised. The service was satisfactory albeit a bit cumbersome and slow.
    Read More
  11. User Score
    9
    September 6th, 2016 Reno, NV
    1 people found this review helpful!
    We have used ADT for years and have had nothing but great service. Just up graded to the pluse system which we like.
    Read More
  12. User Score
    0
    September 2nd, 2016 Chicago, IL
    3 people found this review helpful!
    ADT technician while installing the security system disconnected the intercom system in our condo and he denies that he did it and ADT is saying it’s our problem to fix and repair. Will be getting lawyers advice on this matter. Disgraceful business and service!
    Read More
  13. User Score
    0
    September 1st, 2016 Peoria, AZ
    5 people found this review helpful!
    Sales person came to door in the evening around 6:30pm. After commenting 3 times that this was not a convenient time I began to shut the door. Sales person became angry and threatening commenting that I would have a high probability of a break in if I did not install their system and walked away with a string of insults.
    Read More
  14. User Score
    0
    August 31st, 2016 Wallingford, CT
    3 people found this review helpful!
    Be aware of what the “sales rep” promises you they don’t include everything when your ready to sign contract , for instance I was told we would get fire sensors never got them ,when asked they said it’s not in the contract ,but the price stayed the same I have a 3yr contract when it’s over so will ADT
    Read More
  15. User Score
    1
    August 31st, 2016 San Antonio, TX
    0 people found this review helpful!
    I recently moved and called ADT to have my service transferred. My current contract expires July 2017. I called ADT to verify this and was told if I have services transferred, then my current contract would be renewed for 36 additional months. So I asked what my cancellation would be and was quoted $294 of which I was ok. I asked them to remove my payment information and was told now my cancellation fee is $352! $60 for removing my payment information! Note, ADT took my September payment out today, so why should I be penalized for this? Poor business practices! I asked to speak to a manager, however, they were all busy and couldn’t speak with me, “I can expect a call back in 24 to 48 hours from a manager”. Not too busy to take my money, but too busy to resolve this issue!
    Read More
  16. User Score
    0
    August 30th, 2016 White Plains, NY
    1 people found this review helpful!
    I cancelled this service the next day because of flip flopping of pricing, poor installation and I drier product.

    Service cancelled to come retrieve their eqipment after waiting six hours for the tech to arrive.
    Was put on hold for endless time with customer service!

    Would not recommend this company to anyone!

    Read More
  17. User Score
    10
    August 29th, 2016 Jefferson City, MO
    1 people found this review helpful!
    We were all outside one afternoon when a candle in the bathroom set off a fire due to towels being too close to the candle and thereby and caused combustion. ADT called INSTANTLY and totally, TOTALLY saved our home. We all at the pool and NO one was in the house and until someone actually went in to go to the bathroom, we would not have known. I can’t say enough about that day and that wonderful response.
    Read More
  18. User Score
    0
    August 28th, 2016 Cleveland, OH
    2 people found this review helpful!
    adt just increase their prices started paying around 30. per month now paying around 180.00 3 month billing. i personnally think this overcharging long time customers. looking into other systems thats more affordable.
    Read More
  19. User Score
    10
    August 27th, 2016 Albuquerque, NM
    2 people found this review helpful!
    Meets our needs and we feel safe with ADT
    Read More
  20. User Score
    10
    August 26th, 2016 Battle Creek, MI
    1 people found this review helpful!
    I’m very happy with the services that A D T has provided for me and my family
    Read More

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Our Score
6.3
User Score
1.9
Rank this Company

Ratings Breakdown

Price

Monthly Price
$28.99

Up-Front Costs

Activation, Install & Equipment
$0 - $99

Technology & Equip.

10/10 = BEST
8/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Phone line

Time in Business

Total # of years
124 Years

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
762
Our Score
9.4
User Score
8.6
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99 - $42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
22 Years

A

Customer Support

Good, Bad, Limited
Good

SDM Rank

Top 100 Company Rank
15

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
1,246