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#48
adt-130x130

ADT

36-Month Contract, Home Automation, Poor Customer Reviews

Our Score
6.3
User Score
2.0
Our Score
6.3
User Score
2.0
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
628

This Review is maintained by Jordan Zornes

Review Last Updated: April 5, 2016

ADT is one of the oldest 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. 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
Monthly Price
Upfront Costs
Has Video
Review

#1

$19.99
$0
Yes

#2

$34.99
$99.95
Yes

#3

$24.99
$0
Yes

#48
adt-130x130

$28.99
$0 - $99
Yes

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
  • 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.

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. At this time, we do not recommend ADT to be your home security provider as there are many other companies out there that offer better customer service and that are more affordable.

View Top Rated Companies.

$99 with QuickConnect Plus Panel *Service and installation charges vary depending on system configuration, equipment and services selected. Instant savings of $200 on Traditional service level with Safewatch QuickConnect™ Plus panel, with minimum installation charge of $299. Limit one offer per new ADT customer and cannot be combined with other offers or discounts. Not valid on purchases from ADT Authorized Dealers. Offer is valid only for appointments set up from March 29, 2014 to May 30, 2014. Offer expires May 30, 2014. Traditional service level with Safewatch QuickConnect™ Plus panel includes Burglary monitoring, SecurityLink® two-way voice, and Quality Service Plan (QSP). Does not include one-time $25 communication connection fee. Quality Service Plan (QSP) is ADT’s Extended Limited Warranty. 36-month monitoring contract required from $42.99 per month, including QSP. In California, 24-month monitoring contract required from $42.99 per month, including QSP (24-month total from $1,031.76). Additional charges may apply in areas that require guard response service for municipal alarm verification. System to remain property of ADT. Prices subject to change. Prices may vary by market. Local permit fees may be required. Satisfactory credit history required. Additional monitoring fees required for some services. Offer subject to change. Simulated screen images and photos are for illustrative purposes only and may not reflect the exact product/service actually provided. What to know: In select areas, ADT offers new customers a $200 instant savings deal on installations of $299 or more. In addition, based on the number of months you sign for will determine the monthly costs and additional charges. There are one-time fees associated with communication connection, guard response services, and permit fees.

ADT Money-Back Service Guarantee

If during the six months following installation we are unable to resolve any installation/service-related concern, we will refund the installation charge and/or any monitoring fees paid. Subject to the terms and conditions of the Residential Services Contract between you and ADT Security Services. What to know: After six months of having an ADT system, customer will have the opportunity to receive a refund of installation charges and monitoring fees if the service does not work correctly.

Theft Protection Guarantee

The Customer presenting ADT with this ORIGINAL CERTIFICATE will be eligible to receive a reimbursement of up to five hundred dollars ($500) of Customer’s homeowner’s insurance deductible (if any) if, and only if, ALL of the following requirements are met to ADT’s reasonable satisfaction: (i) the property loss was the result of a burglary that took place while the security system installed at Customer’s protected premises was in good working order and was “on,” and while all of Customer’s doors and windows were locked; and (ii) the intruder entered the residence through a door, window or other area equipped with an ADT detection device, and such detection device was not “bypassed”; and (iii) Customer is not in any way in default under the ADT Residential Systems Customer’s Order; and (iv) Customer files a written claim with their homeowner’s insurance company, and such claim is not rejected or otherwise contested by the insurer; and (v) Customer reports the burglary loss to the appropriate police department and obtains a written police report; and (vi) Customer provides ADT with copies of the insurance claim report, the police report within sixty (60) days of the property loss and proof of settlement by insurance carrier; and (vii) Customer certifies in writing to ADT (by signing this ORIGINAL CERTIFICATE and presenting it to ADT within sixty [60] days of the property loss) that all of the foregoing requirements have been satisfied. Customer understands that presentation of this ORIGINAL CERTIFICATE signed by Customer is required and understands that ADT reserves the right to reject any application for reimbursement that does not comply with ALL of the requirements. Photocopies or other reproductions of this Certificate will NOT be accepted. By signing below, Customer certifies to ADT that all of the foregoing requirements have been satisfied. Please mail to: ADT Security Services, Account Management Support Center, Attn: Theft Protection Guarantee Claims, 14200 E. Exposition Avenue, Aurora, CO 80012 What to know: If you become a victim of theft, you are eligible for up to $500 worth of reimbursement. Make sure to have accurate and valid information/evidence to prove the system failed you.

Mover’s Package Guarantee

Certain restrictions apply. To qualify for the Mover’s Package Guarantee, you must be a current or former ADT customer who has had active ADT contract monitored service for two years (24 months), and your ADT account must be in good standing, or have been in good standing when you left ADT. Offer valid for two (2) years following cancellation of ADT service in your prior home. 36-month monitoring contract required at the then-prevailing monthly monitoring rate (24-month in CA). ADT may substitute a comparable home security system package. Local permit fees may be required. Satisfactory credit history required. Additional fees required for some services. All relocation credits are only valid toward installation charge of new equipment. Credits may not be applied for any other purpose. Maximum allowable discount on any ADT security system or package is $349 and 25% discount valid on purchase amounts up to $1,600 (maximum discount not to exceed $400), total discount not to exceed $749. Offer not applicable to system/services purchased from ADT Authorized Dealer(s). Free security system installation is in the form of a credit. Credits may not be applied for any other purpose. Amount of credit is based on length of tenure with ADT; six to 11 months with ADT yields a credit of $100; 12 – 23 months with ADT yields a credit of $249; 24 months or longer with ADT qualifies you for the Mover’s Package, the maximum allowable discount on any ADT security system or package, which is $349 and 25% discount valid on installation amounts up to $1,600 (maximum discount not to exceed $400), total discount not to exceed $749. Offer not applicable to system services purchased from ADT Authorized Dealer(s). What to know: Current customers can move their system if they decide to relocate. They have to move somewhere that is serviced by ADT. Fees and installation varies based on relocation.

Homeowner’s Insurance Certificate

Some insurance companies offer discounts on homeowner’s insurance. Please consult your insurance company. What to know: Talk to your insurance company for all homeowner’s insurance questions.

Reactivate System Offer

*Two months of free basic monitoring (total value $57.98) to be fulfilled in the form of a rebate check made payable to you. This rebate offer is valid only with the reactivation of an existing ADT alarm system with the purchase of alarm monitoring services from ADT Security Services. Simply visit us online at www.MyADTrebate.com, and enter the code ADT-5002 to retrieve your cash back request form. When you receive your request form, please fill it out completely, and mail it to ADT Security Services at the address indicated on the request form. Please allow 4 – 6 weeks for receipt of check after registration. If you do not have access to a computer, or have any questions about retrieving your cash back request form, please call us at 800.220.3417 for assistance. Not valid on purchases from ADT Authorized Dealers. Rebate effective 4 business days after contract signing and system installation is complete. Limit one offer per new ADT customer and cannot be combined with other offers or discounts.

10% Savings Offer

10% savings cannot be combined with any other offer and does not apply to the already discounted premier security package; 10% savings offer can only be applied to ADT listed prices. Local permit fees may be required. Satisfactory credit history required. Certain restrictions may apply. Additional monitoring fees required for some services. Offer valid for new customers only. Cannot be combined with any other offers. Offer subject to change.

Two Months of Free Basic Monitoring Offer

*Two months of free basic monitoring (total value $57.98) to be fulfilled in the form of a rebate check made payable to you. This rebate offer is valid only with the reactivation of an existing ADT alarm system with the purchase of alarm monitoring services from ADT Security Services. Simply visit us online at www.MyADTrebate.com, and enter the code ADT-5002 to retrieve your cash back request form. When you receive your request form, please fill it out completely, and mail it to ADT Security Services at the address indicated on the request form. Please allow 6 – 8 weeks for receipt of the check after we receive the request form. If you do not have access to a computer, or have any questions about retrieving your cash back request form, please call us at 800.220.3417 for assistance. Not valid on purchases from ADT Authorized Dealers. Rebate effective 4 business days after contract signing and system installation is complete. Limit one offer per new ADT customer and cannot be combined with other offers or discounts. What to know: ADT offers their customer discounts for reactivation, savings, and free monitoring. Restrictions apply.

ADT Constellation

This offer is currently available only to residential customers residing in Illinois Essential Plus installation starts at $349 which includes Burglary, Fire, Carbon Monoxide and Medical Alert monitoring requires installation and/or activation of an ADT Security System with monitored Burglary, Fire, Carbon Monoxide and Medical Alert devices. Fire, Carbon Monoxide and Medical Alert services are an additional charge. Does not include one-time $25 communication connection fee. Quality Service Plan (QSP) is ADT’s extended limited warranty. 36-month monitoring contract required from $35.99 per month, including QSP. In California, 24-month monitoring contract required from $35.99 per month, including QSP (24-month total from $863.76). Safewatch QuickConnect Plus installation starts at $299 which includes Burglary monitoring, SecurityLink two-way voice, and Quality Service Plan (QSP). Monitored Fire protection requires additional purchase of the installation of ADT smoke or heat detection devices. Medical alert devices are an additional installation charge. Does not include one-time $25 communication connection fee. Quality Service Plan (QSP) is ADT’s Extended Limited Warranty. 36-month monitoring contract required from $42.99 per month, including QSP. In California, 24-month monitoring contract required from $42.99 per month, including QSP (24-month total from $1,031.76). ADT Pulse Interactive Solutions Services, which help you manage your home environment and family lifestyle, require the purchase and/or activation of an ADT alarm system with monitored burglary service and a compatible computer, cell phone or PDA with Internet and e-mail access. These ADT Pulse Interactive Solutions Services do not cover the operation or maintenance of any household equipment/systems that are connected to the ADT Pulse Interactive Solutions Services/Equipment. All ADT Pulse Interactive Solutions Services are not available with the various levels of ADT Pulse Interactive Solutions Services. All ADT Pulse Interactive Solutions Services may not be available in all geographic areas. You may be required to pay additional charges to purchase equipment required to utilize the ADT Pulse Interactive Solutions Services features you desire. ADT Pulse installation starts at $399 which includes, Burglary, Fire, Carbon Monoxide and Medical Alert monitoring requires installation and/or activation of an ADT security system with monitored Burglary, Fire, Carbon Monoxide and Medical Alert devices. Fire, Carbon Monoxide and Medical Alert services are an additional charge. Does not include one-time $25 activation fee. Quality Service Plan (QSP) is ADT’s Extended Limited Warranty. 36-month monitoring contract required from $47.99 per month, including Quality Service Plan (QSP). In California, 24-month monitoring contract required from $47.99 per month, including QSP (24-month total from $1,151.76). Additional charges may apply in areas that require guard response service for municipal alarm verification. System to remain property of ADT. Prices subject to change. Prices may vary by market. Some insurance companies offer discounts on homeowner’s insurance. Please consult your insurance company. Local permit fees may be required. Satisfactory credit history required. Additional fees required for some services. Offer subject to change. Photos are for illustrative purposes only and may not reflect the exact product/service actually provided. License Information: IL 124001792. ©2013 ADT LLC dba ADT Security Services. All rights reserved. ADT, the ADT logo, 800.ADT.ASAP and the product/service names listed in this document are marks and/or registered marks. Unauthorized use is strictly prohibited. ADT does not offer any incentives or promotions associated with any energy supplier in the State of Illinois other than Constellation. All security systems and services contained in this offer are sold, installed, and monitored by ADT and not Constellation. ADT is not an energy supplier or affiliated with Constellation. What to know: Only works for customers in Illinois. If you are located in Illinois, carefully read through the above information to be clear on what is offered/expected.

Current ADT Customer Referral Offer

*$50 referral fee paid to current ADT customer who makes a referral that results in a new ADT customer signing an ADT Residential Services Contract. Referring customers receive their referral checks 4 weeks after the new customer ADT system has been installed or reactivated. Certain restrictions apply. Valid for current ADT customers only. Not valid on purchases from ADT Authorized Dealers. What to know: Get $50 when you refer a new person to ADT.

New ADT Customer Referral Offer

**One month Free basic monitoring, a $28.99 value, to new ADT customer. After the ADT system has been installed or reactivated, new customers can visitwww.MyADTrebate.com or call 800.220.3417 and use their phone number to register for the one-month Free basic monitoring rebate. Customers must complete the rebate form, sign, and mail it along with a copy of the first page of the Residential Services Contract to the rebate processing center. Customers will receive a rebate check within 4 – 6 weeks of submitting the completed documents. Limit one offer per new ADT customer. Cannot be combined with other offers and discounts. What to know: If you refer a new customer, you will receive one month of free basic monitoring along with the person you referred. The offer will be put in place once the ADT system has been installed and activated.

Standard ADT Disclaimer

Service charges and installation fees vary depending on system configuration, equipment and services selected. Requires 36-month monitoring (24-months in California). System remains property of ADT. Local permit fees may be required. Satisfactory credit history required. Photos are for illustrative purposes only and may not reflect the exact product/service actually provided. ADT Pulse Interactive Solution Services requires the installation and/or activation of an ADT Alarm system with monitored burglary service and compatible computer, cell phone or PDA with Internet and email access. ADT Pulse Interactive Solution Services do not cover the operation or maintenance of household equipment/systems not connected to the ADT Pulse Security Solution Services/Equipment. Not available in all geographic areas. What to know: Depending on where a customer lives will determine the service charges and installation fees associated with the system configuration and equipment. ADT claims all system equipment to be their own property. Be aware of any permit fees that may exist. This service is not available in all areas. *In no way does this summation strive to compensate for reading the actual terms of service or contract provided by this company. We are providing this information to allow consumers to see the points of the contract that we believe you should be aware of. Please refer to the company’s terms of service or contract document to see the full details.

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 system
  • 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 monitoring 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).

The Bottom Line

ADT Pulse is one of the top home automation systems on the market.  They’re biggest package provides home owners with more video surveillance options than almost any other offer on the market.  If you are looking for a system that includes all the bells and whistles and a six month money back guarantee then we suggest checking out ADT.

ADT offers home security and home automation services to over 6.5 million customers worldwide. In addition to providing residential home security and automation, they also have security solutions for businesses and provide electronic security, fire protection, and other monitoring for their customers. Founded in 1863, ADT has grown into a multi-billion dollar security company.

While ADT is one of the oldest and largest home security providers in the world, there are other aspects of their service customers should look into before deciding on a particular package and then making a three-year commitment.

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.

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. 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

In order to upgrade or install equipment with ADT, prospective customers will need to contact the company directly for a free quote.

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.

Are there any inaccuracies in this review? We take accuracy very seriously and would love your feedback. Visit our Request Reconsideration page and send us your feedback today!

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  1. User Score
    0
    April 27th, 2016 Ellicott City, MD
    1 people found this review helpful!
    They are a huge scam. Horrible dealing with home care provider. They are a rip off. You pay for the equipment, they lie about existing equipment and stick you with a three year contract.
    Absolutely horrible company. The scams are nothing compared to thsee people.
    I hate them.
    Fred obrecht
    Read More
  2. User Score
    0
    April 26th, 2016 Clinton, IA
    2 people found this review helpful!
    ADT is all about Bait-and-Switch. They do not deliver what they promise: A FREE home security system with up to 15 sensors and monitoring less than $30 a month, all for a $99 installation charge. What they don’t tell you is that the “technician” they send to your house is paid by the items he upsells you, and that they are not beneath cutting holes in your wall before an “add-on” price is agreed., And that $30 a month monitoring does not work with their new wireless technology–it’s only for analog phone line systems, which are undependable, and are unable to notify anyone if your power is cut. My suggestion is to inquire with ADT’s competitors in your area first; that way you will have an idea what a system SHOULD cost before ADT arrives and starts to upsell you.
    Read More
  3. User Score
    0
    April 26th, 2016 Salem, MA
    1 people found this review helpful!
    After my roommate passed away, I called ADT to have the plan switched to my name. I was told that they would need his permission to make the switch. After 20 minutes of explaining that my roommate died, I was still not getting anywhere so, I finally told them to change the billing address. I gave them the name and address of the cemetery where he was buried and then they agreed to change the service without his permission. That should have been my clue to run.
    In the 3+ years I used ADT, there was minimal contac except: one day I hit the panic button accidentally. I turned off the alarm, reset it and left. Approximately 3 hours later they called my cell phone to see if I needed help. I couldn’t pick up immediately so, I called back and was put on hold for 10 minutes. I finally hung up. Good thing I wasn’t actually in trouble; I called when my alarm was beeping and, upon checking, they told me I needed a new battery and then gave me incorrect information about the battery needed. There was a huge price difference and the battery they told me I needed didn’t fit; since I’ve canceled their service, I can’t get the trouble signal to turn off and it goes off twice a day – beeping every minute or so until I hit the cancel button.
    We originally had Brinks and, after they got bought out, we had absolutely no contact from ADT. We only knew about the changed because our bill changed to their name. There were no upgrades, no contact, nothing – except they increased the prices.
    Run fast and far from this company.
    Read More
  4. User Score
    0
    April 25th, 2016 Redondo Beach, CA
    2 people found this review helpful!
    Don’t use ADT! ADT is the worst! God forbid I should need service. Their incompetence is overwhelming. First of all, they have a 4-5 hour service window. I waited one full day and they failed to show up. I was rescheduled and when the service tech left he forgot to remove his code and have me reenter mine so I could not disarm my system. After calling to have it disarmed, I waited a week to have a tech come back out to put my code back in, well the tech called in sick. Another lost day. Now I am waiting for another 4 hours so hopefully someone will show up and fix what they screwed up! This is the most incompetent company. It’s time to find another monitoring system! Don’t use ADT!!!!
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  5. User Score
    0
    April 22nd, 2016 Baton Rouge, LA
    1 people found this review helpful!
    They only got 1 star bc I could post without picking something!!!!
    Horrible!!!! I made the awful mistake of switching to this co. The sales rep signed me up on a Sat, the system
    was installed on a Sat however when I called to have a tech come fix the mess the installation guy created, I was told ADT doesn’t have Sat appts in my area….ever…WTH! Now before the installation person ran off…Literally, I informed him that the camera doesn’t have a clear pick but instead an unidentifiable dark image of a person. He acknowledged this after reviewing the camera feed for himself and stated “It’s probably just the lighting outside, give it a few hours & the camera will show bttr, if not, just call me back and I’ll figure it out even if it means changing out the camera”. Now this didn’t sound correct to me…but hey, I’m not technical at all so I figured he knows & he assured me that was it, simple as that. A few hrs past and still no improved visibility so I called him as instructed & naturally…no answer, txt him.. No response (to this day 6 days later). On the following morning I called ADT to report the problem…well I was informed ADT would send a tech but only during my work hrs, giving me a 4hr window 8-12 or 1-5 for the tech to show…that means a day off from work since I work 1 & 1/2 hr away. I asked well can you send someone on Sat, and that’s when I was hit with the bombshell…”We don’t have Sat appts in ur area”….WTH…since when. When I signed up…on a Sat…I informed the rep I needed Sat service bc there’s no one available during the week & she said “oh, that’s no problem”. Needless to say, I asked the cancel the service & was informed I needed to speak w/the cancellation dept & that would have to be Mon. am. Oh, wait…I forgot to mention ADT had already double charged me for this month & I would have to speak w/ billing for that issue on Mon. as well….WTH! Ok, Mon am….ADT rep said…”Oh don’t cancel, we can work something out. We’ll get you a late appt, I’ll just let them know you are only avail late in the day, no earlier than 4″. So I thought, ok, cool…I’ll try that. How about the next day, I received a call from the tech at 1pm saying “I’m here at ur front door”. My thoughts…oh, ok well if you wouldv’e called 1st, I would’ve told u don’t waste the gas bc I’m nowhere near there. I called ADT again, of course no one knows how the “misunderstanding happened”, & oh yes, no one knows “How u got charged twice but we’ll get that right back to you”. Wait….I forgot to tell u my phone land line hasn’t worked since the day the installation tech messed up stuff. I faxed over the request for cancellation and I’m still waiting on ADT to cancel the service, refund me the double charge, honor their money back guarantee……and I have to pay AT&T to figure out what ADT messed up w/ my phone line!!!

    Stay away….I’m going back to my previous co

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  6. User Score
    0
    April 21st, 2016 Palm Bay, FL
    1 people found this review helpful!
    Salesman from a third party company who claimed to be an employee absolutely lied to us about our service agreement. Our house was going up for sale and they stated that as long as the new owner accepted the account we would be out of contract. Spoke with 3 ADT customer service agents throughout closing who confirmed the process. Arranged the transfer with the salesman after we sold our house. One month later was still receiving bills for the house we sold and transferred to the new resident who was also paying the bill. Not only did they lie throughout the process but then could not explain why they where charging two different families for the same service. To add insult to injury the salesman vanished and stopped returning calls. A third party company who we had no idea we where doing business with then called us asking for $1300 to pay for the equipment we left behind and transferred to the new owners. After one month of phone calls we decided to settle with these creeps for $500 so we would never have to speak to them again and did not want our excellent credit tarnished by losers. ADT is the worst company I have ever dealt with in my life. I would not recommend them to anyone for anything. How they are so well known for security with such trash working for them, and crap customer service and follow through is astonishing. Oh yes and the wireless pulse system worked like crap. The Alarm went off twice while we had it, and police where not alerted for over one hour. The first time ADT called us 2 hours later to find out if everything was ok and stated they just recieved the signal. The second time it went off they never called us and police where never dispatched. We called ADT two days later and they told us the alarm never went off. Must have been a conspiracy! Just say no to ADT!!!
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  7. User Score
    0
    April 19th, 2016 Jarrettsville, MD
    1 people found this review helpful!
    Very nice on the phone, but the guy who came to my house to do the installation was clueless. He was by himself and seemed very confused. It took him about 5 hours to set it up, and he kept having to call for help.

    After the installation I received multiple charges on my credit card I was not expecting. When I called ADT I was told I would have to speak to “the dealer,” which is a separate company that handled the installation. OK?

    So, at this point my confidence level in this company is about a zero. I tried to get out of the contract, and luckily the guy who did the installation messed up and forgot to have me sign the paperwork so they cancelled the contract and gave me a partial refund. Pshew! I dodged a bullet!

    Read More
  8. User Score
    10
    April 19th, 2016 Las Vegas, NV
    3 people found this review helpful!
    I’ve been with ADT for over 8 years and I have never had an issue with them. Their service, product has been terrific. You get what you pay for. I figure, so what if there is a contract! I want a service and I want the best so I don’t worry about the contract. There is another company during Katrina there was 1000’s of customer complaints that they did not respond to all of the break ins and looting. ADT is always on top of my stuff. Never had a breakin but a few false alarms due to me leaving the door ajar and the pressure from the wind sounding the alarm.
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  9. User Score
    0
    April 18th, 2016 Dedham, MA
    1 people found this review helpful!
    I just know last week after I got a letter from ADT that my house was not anymore monitored by ADT after a new phone system was installed in our house more than 6 months ago, but we still keep on paying our monthly bills on those months. I talk to them about this but they will not give back my money instead they can only give me 2 months free for the coming months. Worse is, when I call them to close my account they left me hanging on the phone and nobody came to talk to me for 56minutes until I decided to just hung up.
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  10. User Score
    0
    April 15th, 2016 Wolcott, CT
    3 people found this review helpful!
    After moving to a retirement condo, we needed to cancel our service with ADT at the house we had sold. After calling to cancel, ADT continued to charge our bank account for two more months. When I called to complain, they said I would be charged a cancellation fee. I reminded them that their salesman told us there wouldn’t be a cancellation charge if we needed to move. ADT’s response was that if I could show them his promise in writing, they would honor it. Having rushed us through the signing (after a long sales pitch), he did not include his promise in writing. So, now ADT expects me to pay $452 for a service that I’m no longer receiving! What a rip-off. Go with ANYBODY besides ADT for home security protection.
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  11. User Score
    4
    April 15th, 2016 San Angelo, TX
    4 people found this review helpful!
    Monitoring was fine, a few issues with some of the equipment and conflicting answers about how to fix it. But my biggest issue is cancelling services. It is a NIGHTMARE. I’ve called repeatedly, used their chat feature, faxed and emailed trying to cancel service. Yet somehow, they keep losing my request to cancel. They tell you it’s easy to cancel if you’re under military orders to move – just provide a copy of the orders they say. But the reality is that they’ll drag their feet and make you jump through hoops for weeks. Meanwhile, my house is selling, I can’t cancel service and I’m stuck paying for an alarm system on a house I will no longer own.
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  12. User Score
    5
    April 14th, 2016 Stanford, KY
    3 people found this review helpful!
    I have had ADT going on 6 years. First 3 years I was charged $54.99 after investing over $400 to buy equipment because the $99 package was a joke for protection. When my 3 year contract was up and I was thinking of going with At$t for $28.99 ADT offered I stay with their company for $26.99 While I thought that was a great savings I was kind of mad at the fact I felt overcharge significantly for the previous 3 years. Well being charged the $26.99 lasted about a year until ADT jacked up the rate to $29.99 without telling me and was auto charging my debit card for 7 months before I caught it. It wasn’t so much the $3 increase that made me made, it was how I was not informed about increase and honestly they could have been charging me whatever. I was always under the impression a company needed prior approval before charging your account whatever whenever
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  13. User Score
    3
    April 12th, 2016 Charlotte, NC
    2 people found this review helpful!
    Worst customer service of any company I’ve ever dealt with. Their CS Reps are rude and seem to hate their jobs and seem to know nothing about the security systems they represent. It is difficult to get billing straight and they frequently don’t bother to send bills or reminders.
    Read More
  14. User Score
    0
    April 12th, 2016
    2 people found this review helpful!
    Do not purchase ADT. They lie about what they are offering for free. They will charge you much more then they say. They ripped me off 1500 dollars. They promised I was paying 1700 dollars for 3 years of service but actually paid that for a few window and door sensors and a couple smoke detectors. This company will rip you off. Buyer beware. They are a scam.
    Read More
  15. User Score
    2
    April 11th, 2016 Davidson, NC
    3 people found this review helpful!
    We contracted with ADT to provide billing and customer service and they transferred our business to Defender Security, who changed our agreement without our permission or knowledge
    Read More
  16. User Score
    0
    April 10th, 2016 West Orange, NJ
    6 people found this review helpful!
    The home we were renting flooded and was completely unlivable (no floors, walls, required all new plumbing and wiring, no electric or water hooked up since 2/19 and it is currently April, renovations won’t be complete for at least 6 more months).

    I called to cancel adt and they said they don’t do that, even when the home can’t be lived in. They said they could waive the cancellation fee if we hooked back up at a new home. I agreed to that and we cancelled.

    About 6 weeks later we got a letter from a collections agency saying that we owe $1137.43.

    1- How can the cancellation fee be over 1 thousand dollars?

    2- How can they change a cancellation fee when the home no longer had electricity, plumbing, or floors?

    3- We checked the mail at the home at least three times a week and never got a bill from adt, and even if one had been lost in the mail why would they send us to collections after 6 weeks when we have never missed a payment?

    This company lacks any integrity whatsoever. We will never use them again. I am beyond disappointed that it is even legal to do business this way.

    Read More
  17. User Score
    0
    April 8th, 2016 Albuquerque, NM
    7 people found this review helpful!
    Not the way to go. Had a late night call with no response from the monitoring service. No one from the police came. After reading reviews I used the on line customer service form. After about a week I received a reply, I responded the had a second response which told me that they showed no activity on my system for the two weeks prior to the incident. Wrote to the corporate offices twice – no response. Filed with the BBB – I did get a response then. Ended up paying for about 6 months additional monitoring to get out of contract, Had them send me a copy of my contract since I wasn’t given one. It showed a signature that was not mine. Do Not Use this Company.
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  18. User Score
    1
    April 8th, 2016
    9 people found this review helpful!
    Just had ADT installed a week ago, I would not recommend them to anyone. They charged my account twice after telling me I would get one time electronic charge then an invoice mailed. No one told me on too of my installation fee I would have 2 months payments immediately removed from my account. And when I called to changed from electronic withdraws monthly to an invoice I was told buy ADT they couldn’t do that because they don’t own my contract yet. So apparently which I was not told I am contracted under the installer untill ADT buys my contract which they were reluctant to tell me how long that would take. But of course I’m welcome to call back every 2 to 3 weeks to see if they bought it out yet. Of course now tho they tell me to switch to written invoice,( which they promised me on phone with no strings attached) I will be charged 1$ more a month and have to pay quarterly.
    Read More
  19. User Score
    0
    April 6th, 2016 Walland, TN
    10 people found this review helpful!
    No one told me I had to call to request them to send me my 100 dollar gift card(which I don’t understand that at all). Then they tell me I have to fill out a form and mail it back in to them. The form says that I have to get a money order for 4.95 and mail that to them as well. That is just so ridiculous to me. Pretty much they are NOT giving you ANYTHING because you have to pay them to get what they said they were given you. Not happy at all.
    Read More
  20. User Score
    1
    April 5th, 2016 Huntsville, AL
    9 people found this review helpful!
    returning customer. wanted to have my video system
    up dated with new equipment. They did the original one. Nine time they stated they would be there to sell and install the system. We even reschuled doctors appointment for this. They never showed up no phone calls. STAY AWAY FROM THEM. They will pass you off to a sub contractor I have to find another company
    Read More

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Our Score
6.3
User Score
2.0
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
628
Our Score
9.4
User Score
8.5
Rank this Company

Ratings Breakdown

Price

Monthly Price (Copper package)
$19.99

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
860