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#47
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ADT

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.3
User Score
2.1

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Our Score
6.3
User Score
2.1
Rank this Company
Ratings Breakdown

Price

Monthly Price
$28.99

Up-Front Costs

Activation, Install & Equipment
$0 - $99

Technology & Equip.

10/10 = BEST
4/5

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
541

This Review is maintained by

Review Last Updated: February 11, 2016

ADT currently serves more than six million residential and small business customers. It offers a variety of home security packages, one of which includes home automation services. Some of these home automation features include remote lock/unlock door controls, lighting and thermostat controls, live video feed, and more. Its monthly monitoring fee starts at $28.99/mo. on a 36 month (3 years) contract. See how ADT compares to the top rated home security companies below:

Rank Chart Monthly Price Upfront Costs Video Our Score
#1
$19.99 $0 Yes
9.4
#2
$34.99 $99.95 Yes
9.1
#3
$24.99 $0 Yes
8.8
#47
adt-130x130
$28.99 $0 - $99 Yes
6.3

The Good

  • 6-Month Money Back Guarantee
  • Access and Control Your System Remotely
  • Fire, Smoke, and Carbon Monoxide Monitoring Available
  • Video Surveillance Available
  • Home Automation Services Available

One of our favorite features is ADT’s 6-month money back guarantee. If during the first six months following installation you’re dissatisfied with its service, ADT will refund the installation charge and/or any monitoring fees you paid. This is one of the more generous money back guarantees in the industry.

We found ADTs hardware to be some of the best in the industry. Aside from basic hardware such as motion detectors and a keypad, customers can opt for video surveillance, lighting and thermostat controls, garage door controls, and remote lock/unlock door controls. Keep in mind these additional features come with an added cost.

The Bad

  • 36 Month Contract
  • High Volume of BBB Complaints 
  • Poor Customer Reviews (see below)

Over the last 3 years ADT has received more than 4,100 complaints with the BBB. Of those, 2,400 complaints were related to issues with its product/service. If you’re looking to sign up with ADT as a new customer, we highly recommend you read through the customer reviews below before you make your final decision. Here on BestCompany.com, common customer complaints have included poor customer service, issues with the equipment not working correctly, issues with repairs, and high cancellation fees.

While ADT’s home security offering is tempting, our impression is many customers regret signing up leading to them ultimately canceling their service.

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

The Bottom Line

If you’re comfortable committing to a 36 month contract (3 years) and you’re looking cutting edge technology and home automation services, ADT might be a good fit.

However, we highly recommend you take time to read through customer reviews (read below) before making your decsion. Many current and past customers of ADT have expressed having numerous issues leading them to ultimately cancel their service with ADT.

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!

541 ADT Reviews

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  1. User Score
    0
    February 10th, 2016
    1 people found this review helpful!
    When I used my panic alarm, I got a email. I was lied to. They were suppose to call the police. I got a phone call when I cancel the service. ADT customer service wanted to know why. After explaining she said she understood & would make things different if I would keep the service. She also offered me two months of free service. I don’t feel like I had any service. They just took my money. I will never use ADT again.
  2. User Score
    0
    February 9th, 2016
    0 people found this review helpful!
    I had this so called service until I had a break in and the no one responded – so I tested them and found that they again did not respond in any way – not even a phone call check. Paying them is like throwing money out the window – worse, burglars probably know they don’t respond and look for their window sticker – I’m surprised they are still in business.
  3. User Score
    0
    February 7th, 2016
    0 people found this review helpful!
    worst system you could ever purchase! Just know once my contract is over i will definitely not continue my service with this company! i needed one of my sensors moved to another location and its a fee of 130 for first 30mins and $35 for the next 15mins after that.

    I then asked how much was it to have a new sensor installed they said it was a ONE Time fee of roughly 139 for the tech and sensor.

  4. User Score
    0
    February 6th, 2016
    1 people found this review helpful!
    I have been a customer for more than a year. Awful service, lengthy contracts that are nearly impossible to leave and patronizing customer service. Read the reviews but went with them anyway. Lesson learned. Stay away!
  5. User Score
    0
    February 6th, 2016
    0 people found this review helpful!
    Do not get PULSE. No one will explain to you that there is a four minute delay for the camera to reset. So in order to continually record, you have to purchase a compatible DVR which is almost impossible to find. If you decide to get it from ADT they will not give you a quote over the phone and only through an in home appointment. Why would they need to do this if you already have the system? You are better off getting your own DVR and installing the cameras on your own.
  6. User Score
    0
    February 6th, 2016
    0 people found this review helpful!
    Poor customer service. Only want to service systems during “bankers’ hours”. Most people work and cannot be home at that time. Terrible, terrible customer service.
  7. User Score
    0
    February 5th, 2016
    0 people found this review helpful!
    Was suppose to get a $100 visa gift card? Called several times & still haven’t got it for getting service with them
  8. User Score
    0
    February 5th, 2016
    0 people found this review helpful!
    Worst Alarm company out there….System quit working and yet they didn’t once advise me they weren’t getting any response from the monitoring . Try and cancel and they make it almost impossible….Anyone with similar problems interested in a class action lawsuit respond back.
  9. User Score
    2
    February 4th, 2016
    0 people found this review helpful!
    I have been a customer for a little over six months and I think their service is terrible. Also, with their long contract, you can’t go with another company right away. I would never renew with them or suggest anyone buy from ADT.
  10. User Score
    10
    February 4th, 2016
    0 people found this review helpful!
    I’ve been exceedingly happy with my service from ADT. Pulse is an awesome addition, and I actually look forward to adding more accessories as time goes on (outdoor cameras, CO monitor, another smoke/heat detector). My wife sleeps soundly knowing that the alarm system is there.
  11. User Score
    0
    February 3rd, 2016
    0 people found this review helpful!
    The worst customer service I have ever experienced in a company.😡. Buyer beware of contracts. Can’t cancel even when moving….The BBB should be doing something about this company.
  12. User Score
    0
    February 2nd, 2016
    3 people found this review helpful!
    You are just another number in the system! I had ADT installed over a year ago at my home in Mandeville Louisiana. This past September my husband was transferred to Houston, TX. When we moved in September, I called ADT to cancel the service at the Mandeville house. The service was put on hold until we would purchase a house in Texas. The ADT rep. I spoke with over the phone never told me that my monthly payments would still be automatically drafted from my checking account…but that is fine. I just didn’t realize it and thought when I bought a home in TX I would call and continue the service from where I left off.
    In January I received 2 messages from ADT to call an 800 number. I figured they wanted to know if i found a house and when would I start my service again. I did not call back right away. We purchased a house December 30, 2015 and were very busy with a shipment of furniture etc…from Nigeria and a shipment from our previous house in Mandeville. When I did call mid-January to inquire about the reconnect, they informed me that I had been turned over to a Collections Agency for not paying my bill. They would not let me speak to a supervisor, so I could understand what went wrong! They just kept telling me I had to call the Collection Agency.
    The Collection Agency said if you don’t pay your bill after 90 days they turn your account over to Collections. The last automatic draft was November 2015. Now instead paying $121.32 to get caught up, they want over $900.00 with no service continuing! I still didn’t understand, because if my account was being drafted automatically, why did it stop. I never stopped my account from being automatically drafted….so what happened? Of course, Collections couldn’t tell me anything except they wanted over $900 or my credit would be in jeopardy.
    That I wasn’t allowed to speak to a Supervisor at ADT is absolutely ridiculous and very poor customer service! The automatic drafts stopped because Chase changed my address from Mandeville to our temporary address in Texas, but ADT did not have the rental address in their system. So ADT couldn’t get $60.66 automatically anymore. I had no clue this was going on! The person I spoke with originally to put the service on Hold, did not explain everything properly!! Now, I am being put in a terrible situation to pay this kind of money with no service attached.
    We could have resolved this easily, if ADT would have put a supervisor on the phone!! VERY POOR CUSTOMER SERVICE!! I have since heard many stories like this about ADT!
    I wish I would have never decided to do business with them in the first place!! I should have checked with Better Business Bureau, word of mouth, and reviews.

    DONT MAKE THE SAME MISTAKE I DID!!

    I will tell this story to everyone I know and then some!!

    Click here to Reply or Forward

  13. User Score
    8
    January 29th, 2016
    3 people found this review helpful!
    I moved to a new state when we bought our new home in TN. We had an ADT pulse system installed with 2 cameras. The system has been nothing but trouble since installed! Almost weekly, we have sensor problems and false alarms. We had a couple sensors changed, and we were told there had been a “bad batch” of sensors, which was probably the problem. I asked to have all my sensors changed on my last appointment. Unfortunately, the tech. came out late, said he was not aware he was to change all sensors, and did not have more than 2 on his truck. He changed the 2 that were showing trouble, and gave us his number to call with any concerns. Within a week, one of the sensors he changed was showing up as trouble again. We left him a message, but no call back. I have never been more disappointed in a product! I spent $3400 on this system, and can only arm it intermittently since there is always a sensor not working. I cannot get my money back, and I am locked into a 3 year contract. New customers beware!
  14. User Score
    0
    January 29th, 2016
    1 people found this review helpful!
    If ADT is a company that has provided service for over a decade, why cant they provide professional customer service to date in addition to meeting customer expectations based on their commercials? They continue to “pass the buck” from person/department to person/department. They fail to return calls and have been unable to answer simple questions regarding ordering a part. I can’t get” scheduled” service until the part is ordered. ADT has been unable to provide “part arrival/delivery information for 2 days (and counting.) I was told ADT has only one person in my region to provide such information. Phone representatives are rude and do not mind verbal sparring. If you like receiving the run around, being told anything to get you to hang up and dont mind shoddy service…this is the company for you. Wish I could get out of my contract because ADT does not stand up to what their company advertises!
  15. User Score
    0
    January 29th, 2016
    2 people found this review helpful!
    ADT isn’t a very good company!!!!! They said they offered temperature control for ADT PULSE then they said they didn’t have temp control. Someone has broke into my house twice since having adt which is why I got them in the first place. One time the alarm went off and they called me and I called the cops and adt hadn’t even called them and they said that it was because someone knocked on the door, then the alarm went off and hey didn’t even call to check or send the police. VERY POOR SERVICE!!!!!!!!!!!! DONT GET ADT!!!!!!!!!!!
  16. User Score
    0
    January 26th, 2016
    3 people found this review helpful!
    They keep bouncing me back to the vendor that sold me the equipment and that vendor is non responsive. The cameras do not work and ADT pulse is flakey. I just want to get let out of my contract. Filed a complaint with BBB to.
  17. User Score
    0
    January 24th, 2016
    3 people found this review helpful!
    Wife bought ADT security system 09-02-201415. She passed away in October 20, 2015.Contract was with her. Lawyer says no responsibility on my part. Called them 3 times. Sent copies of death certificate twice. They are still a harassing home phone number every day to call them.Just left message16:53 Sunday 01-24-16. They are not even ope !!!Any ideas how to get them to stop? I only speak English so can’ t reply in any other language.
  18. User Score
    0
    January 24th, 2016
    4 people found this review helpful!
    I am a customer of ADT for over 15 years, I was happy, until we moved to half the size house I used to live, I told them I want all the services I had in my old 3,000 sq ft house, it was motion sensors, fire alarm, loud alarm and sensors in all the windows and doors. My new small house 1500 sq ft has only 2 doors and they did not put sensors in all the windows because it was very expensive, they make me sign a new contract for the new address for 3 years, they said I did not requested fire alarm, and when the alarm sounds, it’s so quiet I couldn’t listen in the front porch. After they charge me $129.00 for initial set up, I call them to put the fire alarm and the loud decibel sound so my neighbors can hear and they charge me another $150 for the installation RIP OFF!!!!, when I ask them to cancel my 3 year contract they threat me with an $850, penalty !!!. I think this is an abuse to the consumer. If you can, stay AWAY!!!. I regret to be a loyal customer :-(
  19. User Score
    1
    January 23rd, 2016
    7 people found this review helpful!
    …have ADT for years and then, when the alarm malfunctioned, called to schedule an appointment. Now I have an appointment 5 days from today. This is not acceptable because I live alone and use the alarm at night when sleeping and during the day when I leave the house. The company is unresponsive…However, the consumer must pay the bill on time. I would advise others to look to another company…as I will.
  20. User Score
    2
    January 22nd, 2016
    4 people found this review helpful!
    Had an old system replaced with a wireless system. when the Installer showed up all he did to the old system was unplug it from the receptacle. Installed a wireless system which was supposed to take 1 hour ended up taking over 2 hours. The reason we were having a new system put in was because we were remodeling and removing the wall the old system was on. Well I began removing the wall this morning and and I cut the old wires, since the system was disconnected . What I did not know was that ADT had bypassed my phone and Internet to go though the ADT box then to my phone jack. So after 3 hours in the freezing rain and sleet I got the phone working again. I called customer service since I paid $140 to get the new installation. After 3 talking to 3 different “Customer Service Reps” all I got was well we do not remove the old systems. I still have 48 hours to decide if I am going to keep it or take my business elsewhere.
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Our Score
6.3
User Score
2.1
Rank this Company
Ratings Breakdown

Price

Monthly Price
$28.99

Up-Front Costs

Activation, Install & Equipment
$0 - $99

Technology & Equip.

10/10 = BEST
4/5

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
541
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
782