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#48
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
712

This Review is maintained by Isaac Ericksen

Review Last Updated: July 20, 2016

Security Review Home Automation Tech & Equipment Pricing & Packages Contract

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. 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
Monthly Price
Upfront Costs
Has Video
Review

#1

$19.99
$0
Yes

#2

$34.99
$99.95
Yes

#3

$34.99
$0
Yes

#48
adt-130x130

$28.99
$0 - $99
Yes

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.


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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.

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712 ADT Reviews

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    Sort By:

  1. User Score
    1
    July 20th, 2016 Pomona, CA
    1 people found this review helpful!
    ADT never properly inatalled the secind camera. I received a credit for the equipment but they continued to bill me under a 2 camera contract for 25 months at which time I asked to cancel service.
    Read More
  2. User Score
    3
    July 19th, 2016 Cape May, NJ
    3 people found this review helpful!
    The Pulse product is useless. When power goes out, it doesn’t reset itself. You have to restart it. That defeats the purpose of home security when you are away.
    Read More
  3. User Score
    3
    July 19th, 2016 Denver, CO
    2 people found this review helpful!
    We used ADT as our home security provider for 7 years.
    When phoning for customer support we were connected with a remote call center, often out of state. We were often passed from one phone operator to another without a satisfactory conclusion to the issue.
    When the police asked ADT for our alarm permit # they were unable to provide it and therefore would not respond to the alarm The permit was current.
    On 2 separate occasions when equipment failed we had to wait 2-3 WEEKS for a service call.
    Response to alarm time is longer than other securtiy services
    Too big, too impersonal, poor customer service, poor customer support.
    Read More
  4. User Score
    3
    July 19th, 2016 Macedonia, OH
    2 people found this review helpful!
    Customer service is horrible. They hire anyone to answer those phones.
    Read More
  5. User Score
    0
    July 18th, 2016 Delray Beach, FL
    3 people found this review helpful!
    The alarms in both house and cottage went off and ADT responded with the fact that they could not come out for over a week. That left my home unprotected and lucky I was not there because I live alone and am 80 years old. What was I supposed to do without any protection for that amount of time.

    What good is an alarm company if the alarm in not on and one is not protected? I need recommendations for other companies that serve the East Hampton area, if you can help.

    Read More
  6. User Score
    5
    July 17th, 2016 Chicago, IL
    2 people found this review helpful!
    ADT contract is for thee years but what they don’t tell you is that if you move to a different address during those three years the contract star over again it doesn’t matter if you are at the end of this contract, so be aware of this.
    I have a contract that end s on October of 2016 and they are trying to make me pay for eight more months.
    Be aware of this ADT practice.
    Read More
  7. User Score
    0
    July 16th, 2016 Omaha, NE
    2 people found this review helpful!
    am in the process of updating our current system so looking at all security companies for quotes. I am bothered by the poor reviews from so many regarding ADT that I am not even going to make the call to them for a quote. gosh, surprised ADT reps aren’t concerned about how poorly they are rated.
    that’s the most disappointing thing to me. I’m guessing these are real people with real issues with this security company. saved me the call so am crossing ADT off my list.
    Read More
  8. User Score
    0
    July 16th, 2016 Raleigh, NC
    2 people found this review helpful!
    Worst customer service and false advertising about prices
    Read More
  9. User Score
    5
    July 15th, 2016 Dublin, CA
    1 people found this review helpful!
    I’ve had my Honeywell ADT alarm system for 13 years, but have been with ADT for 20 (other properties). First, the good. 1) They have a website interface to manage contacts and priority lists for incidents; 2) incidents are called out on with 60 seconds; 3) customer service is mostly nice and professional, though have had some real rude people on the other end of the phone;

    the BAD!: 1) Absolutely will NOT let you upgrade your system yourself (even if it’s to a newer model of the same manufacturer that they know how to support and configure). They want you to go through them, period. 2) No loyalty for customers who have been with them and couldn’t care less about losing a customer; 3) Try calling them during a live/real event. They have an automated system answering the call and it doesn’t always get it right, asking you to repeat or confirming the wrong reason for calling. That’s pretty scary if you are having a life threatening emergency. I have brought this up with them many times over the past 4 years. The only response I ever get is “yes, lots of customers share that concern”. Here’s a silly thought – DO something about it!; It’s a yes or no question the computer asks, but if your environment is loud, it can’t tell what you want. Then, sometimes, you end up on hold while calling because all agents are busy. 4) Different technical support personnel. Some know the product, some don’t. I had accidentally disabled my remote dial in control. Called ADT at 3 different times (weeks apart). All three people said that they have never heard of that before and that I am mistaken. Kind of hard to be mistaken when I use that feature. Finally, about a year and a half later, I called and refused to hang up until they got someone who knew the system. Guess what. Finally got someone and they were able to figure it out (3 keys fixed the issue). I’m looking forward to ditching ADT and taking a chance with someone else. It couldn’t be worse.

    Read More
  10. User Score
    2
    July 13th, 2016 Glendale, CA
    1 people found this review helpful!
    ADT is the worst. Their customer service is rude, curt, pushy. Never had to deal with such rudeness before or after. As far as the alarm system is concerned, we set off the alarm accidentally dozens of times and ADT never even called our home to see if everything was OK. My complaints could go on and on but you get the picture.
    Read More
  11. User Score
    0
    July 13th, 2016 Aurora, CO
    5 people found this review helpful!
    Terrible company!!! Beware of their sales rep misleading you! They told us if we moved they move with ua but they failed to mention that you have to sign another 3 yr contract with them. NOW IM STUCK PAYING MONTHLY FOR A SERVICE IM NOT USING! WHAT A BUNCH OF SCAMMERS!
    Read More
  12. User Score
    1
    July 12th, 2016 Pompano Beach, FL
    1 people found this review helpful!
    I had ADT for years and I was paying alot of money at the end for their service, might I say LACK OF SERVICE. I could not even get them to schedule a service man to come out. I got treated poorly when I called and said I was having a problem with the system, so I got sick and tired of it and I cancelled it. When I get some money together I will get another outfit to put another alarm in. I hated ADT and I really feel like they just thought they were the BEST and that was that. I am so glad I got rid of them. I just cancelled so I hope it goes through quickly. I am going to call soon to make sure that it went through. Dont sign up with ADT if you get a alarm for your home. You cant even get a service call!!!!!!!!!
    Read More
  13. User Score
    2
    July 11th, 2016 Reynoldsburg, OH
    2 people found this review helpful!
    I have had an ADT system since my last break-in in 2012 and have upgraded the system twice since initial installation to the current Pulse system. It is a very nice system with lots of perks, not to mention remote monitoring, home automation, video cameras, etc. However, all of that comes with a hefty price of nearly $60 per month in monitoring fees and a contract of 36 months.

    I would be OK with all of that however, in the past two months I have noticed my bill has shown an outstanding balance of $151. I have looked on the website under my account and cannot see anywhere that there have been any charges unpaid. They still show me as being being past due. When calling in and asking about this I am told it is because I ordered equipment three months ago (additional video cameras and automation devices) that were not paid for. Untrue, as I have the canceled check to prove I paid over $400 for the new equipment at delivery! Still, they are unwilling to remove the past due amount.

    In addition, I am moving. When I spoke with the representative about this I told them that I want to take this additional equipment with me as I want to continue to use it and do not want to have to pay for it all again when the system is “transferred” to my new address. I was told by the representative that all equipment MUST stay with the system and that NOTHING can be transferred. I think not! The installer simply came to my house, entered a couple of numbers on the keypad to verify the devices were communicating with the main control panel and left. He was here all of 30 minutes for my $400 investment. I REFUSE to repurchase this same equipment only to be charged another $400 for an installer to come to my home to punch in some numbers and leave 30 minutes later. This is the biggest rip-off I have ever seen. They state relocation will allow me to receive a new “upgraded” system with free accessories included however, the “free” accessories do not include the six video cameras or the four automation outlets I had previously purchased three months ago. Instead, I get a remote control and a motion detector, which I cannot use due to the size of my dog.

    At this point I would cancel ADT completely however, the last upgrade on my system was summer of 2015 which means a new 36 month contract was signed. Canceling the service would mean I must pay the early termination fee associated with dumping 24 months early (a $1,368 value)!

    I’m furious!

    Read More
  14. User Score
    0
    July 11th, 2016 Aliso Viejo, CA
    2 people found this review helpful!
    I cancelled our service with ADT over 2 months ago and was due a refund and NEVER got it from them. I have made numerous calls and get the same lame story every time…. that they will submit it. What a bunch of Crooks and also not pleased with what they have to offer. Long wait times on hold They could care less.
    Read More
  15. User Score
    1
    July 11th, 2016 Somerville, MA
    3 people found this review helpful!
    What a nightmare! Cancelled service April 4th 2016. Had to cancel again in June after being billed again. The first agent didn’t actually cancel although ADT has it in their records.In JUne I was assured that the service was cancelled and that I would receive a refund. I got a verification # am was waiting for the check. I just got a call July 7th from a rep saying that the service is still not cancelled and someone would be in touch in 48+ hours. If not then he would call me back.
    Read More
  16. User Score
    0
    July 8th, 2016 Mount Juliet, TN
    3 people found this review helpful!
    On 06/13/16, ADT made an unauthorized withdrawal from my bank account. I have NOT enrolled in their EasyPay. After 2 emails and one call to customer service, they totally denied that they did it and said that I don’t owe them anything. Sent the detailed bank transaction on 06/21/16. No response as of 07/08/16. Just emails and letters regarding me stopping a transaction that they said didn’t happen. My account balance shows zero. Sent email to my sales representative two days ago – no response as of 07/08/16. FYI – my bank said I take my money back as long as I didn’t authorize the transaction and it hasn’t been more than 60 days.
    Read More
  17. User Score
    0
    July 7th, 2016 Guilford, CT
    3 people found this review helpful!
    We are moving before our 3 year contract is up. Moving this soon was not planned, but necessary. Now, they will not let us cancel without a huge fee, even though ADT is not already in the new house. If we cancel they will charge us 75% of the remaining balance. Also, since ADT is not already in the new house they are going to charge us almost $300 for installation and make us sign a new 3 year contract.
    Read More
  18. User Score
    10
    July 6th, 2016 Morton, MS
    1 people found this review helpful!
    ADT is the best security system! Tech assistance readily available and very cost effective..customer service friendly. Who could ask for more?
    Read More
  19. User Score
    0
    July 5th, 2016 Stroudsburg, PA
    6 people found this review helpful!
    Will not ever use ADT…. I was in process of buying a house and contacted ADT since that is who the previous owner had… without even verifying that i was actually a prospective buyer, adt gave me the name and phone # of the present owner, the setup and location of all the installed equipment… now if I was a thief thats all the info I would need…. then when I contacted them about what happened, they dismissed me, and when i posted on their facebook they blocked me from contacting them anymore.
    Read More
  20. User Score
    0
    July 5th, 2016 Arvada, CO
    3 people found this review helpful!
    We had ADT for years before we moved to our new house with no issues. Their systems worked great and they answered calls promptly on the few occasions I called with a question. HOWEVER, since moving to our new home we have had nothing but aggravation, frustration and problem after problem with our system. Not to mention in excess of 15 minute hold times, while being forced to listen to a recording about their “world-class costumer service”.
    We were set up with a moving program when we came to our new house, and because we had been with them so long, our system and install was to be covered by ADT. A salesman came to our house and, instead of providing what would work the best in our house, I now believe he recommended we install the cheapest and easiest system for them to install. I don’t even have enough time to tell you the issues we have had now going forward, and it has only been six months. Long story short- I have a completely unreliable alarm system and have had someone out here on five different occasions now, for various issues, each time having to wait two to six weeks for a technician to be available. This is in between the numerous phone calls and unending holds I have been placed on; including one particularly charming call where ADT randomly switched my billing to a yearly cycle and tried to run a $400 charge through my bank in place of my normal monthly bill. Thankfully, my bank caught the error and would not allow the charge, but I still received a lovely collection call on that one. They answered the phone right away that time, and could not give me reason number one why they switched over the billing and no assurances that it would not happen again.
    Of course, no way out of their contract and we just have to wait until we can finally be rid of them. They have not made my family safer and it is just insulting to have to listen to their validation of what a great company they are for minutes on end when I call.
    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
712
Our Score
9.4
User Score
8.7
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
1,139