11 year customer (without any problems) In need of a sensor replacement and new yard signs since November 2023. Unfortunately I agreed into an additional one yr contract with a locked in price. I have spent an unreasonable amount of calls and time on hold (phone logs of over 5 hrs) without any resolve and complete run around. Bottom line: there is no local technicians or local representatives who can deliver these items, no shipping to Hawaii. ADT will not allow a mainland delivery to another address. Repeated promises, agents who read from a script, call backs without solutions... They have no local support and can not provide ANY service here in Hawaii. No choice but to report to the BBB and change companies. ZERO stars- consumers beware! read more

ADT is a predatory business. Once you sign the contract they bill you for services that your house is not setup for. On top of that, they do not answer our multiple calls/text messages AND they want us to pay $1682.53 to cancel their crappy service! We recently bought a house and the previous owners used ADT so we thought it would be convenient to just reactivate the service. We signed the contract to reactivate the previous service on 7/14/23 with Fred Jubrail. He said he can have a tech come out on 7/25/23 to reactivate the system (never mentioning that cancellation of the contact has to occur in a 3 days window from signing. Sneaky!) On 7/24/23, ADT send a confirmation reminder but the timing is wrong. We scheduled for 12-4pm and on the confirmation they said the tech will arrive 8-12pm. We don't live at the house yet and it was on a weekday, so we have to set aside time to meet the tech there. I had to call ADT twice to rectify the situation, they said OK the tech will come from 12-4p. Day of, the tech completely missed the window and comes at 4:30p (but was very apologetic and kind so we figured we would let this slide). He ends up confirming that we are paying for video services but none of the cameras on the propriety are from ADT. This means ADT was charging the previous homeowners for video service too that they weren't hooked up for! Later that night, my husband and I get 20+ notifications about all the motion sensors being activated. It's like an onslaught of fake alarms (house is still empty so nothing should be triggering it). Seems the motion detectors are too sensitive or faulty. The next day I sent a message to Fred Jubrail who had promised to be my point of contact for any ADT issues, regarding the camera issue and the overkill of alarms, but never received a response (text on 7/26 and again on 8/2). I called him, no answer. I tried the area manager and the region manager, none of them answer and one of them doesn't even have a voicemail setup for his work phone. I'm being ghosted by these scammers. At this point I call ADT directly trying to cancel my service because nobody is providing any type of service. I was on hold for 45 minutes to even speak to a rep who then told me it's $1682.57 to cancel the contract since it's been over 3 days from the signing. She can't even transfer me to a supervisor and can only promise a call back in 24-48 hours. This is unacceptable and dishonest! I can't believe a business is run like this and I'm going to pursue legal action if necessary. I filed a complaint with the BBB if they do not cancel my service. read more

UPDATE #2 4/15/24: I sent a copy of my "Update #1" post to alwaysthere@adt.com as the social media customers relations message requested. Guess what? No progress or new information. Just this "They are currently working to get a service technician to come to your area. Once that is coordinated they will give you a call. We do apologize for the frustration/inconvenience this is causing." That just confirms that ADT is without any local technicians on island indefinitely but if they ever do get one, then I will get a call from the local office. Maybe by 2025?? I also suggested that national or this customer relations rep have the local office call me to coordinate a pickup of a replacement sensor from them but it seems impossible for the local office to communicate with me. If only the local office would respond to me as quickly as this ADT Sprinklr.com AI response feature does but with meaningful and useful information instead of the same repetitive nonsense that I have been getting so far. UPDATE #1 4/15/24: 48 business hours has passed after my latest unsuccessful attempt at reaching out to ADT: by emailing my concerns and contact information to the social media customer relations department that reply's to these Yelp posts: alwaysthere@adt.com, and not surprisingly, no miracles occurred here. As usual, absolutely no communication from ADT national or ADT local management and also nothing from alwaysthere@adt.com despite their continued assurances that they would reach out to me with information from the local management team within 24-48 hours.......... read more

- I wish I had looked on Yelp and read the other reviews before using a loser company like ADT. I could have saved myself alot of aggrevation about the issue below. If you need a responsive home security company DO NOT USE ADT! Give another security company a try. - During completion of the contract paperwork; sales rep Fred Jubrail said that ADT would be sending a $100 gift card within 10 days. Did not receive the gift card and called the number provided by Jubrail. Rep I talked to informed me ADT sent an email with information on how to activate the gift card. I told her I never received the email. She then told me to wait 30 days and call again. Waited more than 30 days and called again. Talked for 45 minutes and got transferred between six people; two of the six were suppose to be supervisors. Very aggravated since no one could resolve the gift card issue. - Called Fred Jubrail and he informed me that he emailed his manager. Waited and did not hear anyting. Sent text to Jubrail and asked to provide an updated status; no response. Sent another text and threatend to cancel contract (another issue I am working on) if gift card was not resolved by this January. Jubrail's response to my text was: "What was wrong with the equipment." Texted him about the issue with the gift card. Never heard back from Jubrail. - Gave up on the issue until today, 5 February. Sent a text to Jubrail about the status of the gift card and also called him; "a wortless piece of s**t!". What a surprise! I received an immediate phone call from Jubrail which l missed. - Long story short: traded accusations back and forth. Gift card issue still not resolved. Also sent another text to Jubrail reiterating that he was still, "a piece of s**t!". - I usually do not use curse at anybody, but I was so angry at the non-responsiveness of ALL the people I talked to at this company. Not recieving a $100 gift might seem like a minor issue; however the sales rep Jubrail is the one that said it would be sent. Someone that works for this lame company should ensure that this was fulfilled. - After reading all the other negative reviews on this page, you have been warned! Warn anybody that you know that is thinking about using ADT to read Yelp. read more

It's easy to get set up for installation but trying to cancel the service was a pain. They don't have rep on the island and calling the customer service to cancel they put you on hold for a long time and pass you to another agent trying to convince you to keep your service. read more

When you need the repair they'll NEVER call you back, I got the alarm system installed In May of 2023 and the alarm was NEVER work properly and I tried to call the company to send out the technician to do the repair, the customer representative ask me the same questions and they said someone will call me back within 24~48 hrs and it's been 6 months NO ONE has ever call me back.(I had tried to reach out to them more than 10 times). read more

AL's Back Story: One of the motion sensor's in my ADT system has been malfunctioning and despite troubleshooting it over the phone with the ADT national technical support department, the problem was not resolved. On March 30th, 2024 I requested (through the national tech support department) that an onsite local tech to come out to fix the issue and I was told that they created an onsite job"request," and that someone from the local Oahu office would call me to schedule for an onsite appointment within 24-48 hours since national could not see a schedule for Oahu onsite appointments; but sadly no one contacted me. If you keep reading this, you will soon notice a pattern with ADT's commitment to its Hawaii clients... After waiting one week without any communication from ADT, I called ADT again and was told that they did not know why the local office/dealer did not reach out to me and they could only offer to "send another message" to have the local office give me an update on the status of the schedule for an onsite tech to come out, and then ADT national would call me back with that information. Nearly an additional week later, I still did not receive any communication from ADT representatives or the local office/dealer. I called ADT national again and was then told that (without prior notification) my original job request for an onsite tech was cancelled and that a new job request for a virtual tech appointment was created in its place. It was only because I finally reached out to ADT again that I was told that according to the account notes, there was no local technician on island for ADT indefinitely and as such they could only offer to schedule me for a virtual tech service call instead. Later that day, the virtual technician that called me for the "virtual service" worked through his standard protocols to troubleshoot the issue and confirmed AGAIN that my motion sensor needed to be replaced to resolve the false alarms issues. He said that he would have a new motion sensor shipped to me via FedEx and that it would take 3-5 days to arrive on Oahu and scheduled me for a follow up virtual tech service appointment in one weeks' time. Thinking that a replacement sensor was on its way and that my ADT system would finally be functional and protecting me again, I started to think that maybe miracles were possible. Unfortunately, it doesn't seem like even miracles can save ADT here in Hawaii...The following day, the same ADT virtual technician that said he would have the replacement sensor shipped to me, called me back and left me a voicemail saying that he needed to ask me more question to resolve my issue but as usual did not leave any call back number or a direct number/extension for me to reach him at. When I called the main ADT number, I was transferred another three times and finally ended up at the General Service Desk (GSD) with a representative who informed me that the replacement motion sensor cannot be shipped to Hawaii and again confirmed that I could not be scheduled for onsite local service because there is no ADT technician on island. I was then given the same response from my original call to ADT on March 30th (two weeks earlier), that someone from the local office would contact me within 24-48 hours to schedule the onsite service appointment. After calling ADT's national number on 6 separate occasions I still have yet to hear from anyone from the local or national ADT office (I only received one call back from the virtual tech that called me to say that he gave me bad information and set me up for equipment delivery that they could not perform in Hawaii and one call from an supposed "supervisor" in some overseas call center who only summarized the details above, said that they are "not allowed" to call or contact the local office/dealer as they are only allowed to create "job requests" for the local office to pick up when they are available, and lastly that I will receive a call from the local office in 24-48 hours) and have received zero information on when an onsite technician will be available to fix my system. Additionally, I called and left multiple voicemails for the local office directly (I have the local office numbers from past onsite service appointments several years ago) on 3 separate occasions but again still have not gotten any response or information from the local office/dealer for the past two weeks. There have been multiple theft and trespassing related incidents in my neighborhood recently and I have had four separate false alarms from the faulty ADT motion sensor this month alone. One of the false alarms occurred when I was away and without active cell/internet service which resulted in HPD being sent to my home at 2AM. Not known if a burglar alarm notification from ADT is real or false and essentially having a non-functioning ADT Alarm system has caused me and my family a great deal of unwarranted emotional distress and anxiety and we do not feel protected by ADT. read more

Worst security service on island. ADT is inconsistent and unreliable. If you have any issues, good luck. The representatives gives inconsistent information, and you will be given the run around. We had the service installed 11 months ago, they sold and installed a system that was not compatible with our home range, thus the service never worked properly. After multiple technicians, they can't rectify the situation! For the past 3 months, I have been attempting to cancel this terrible service. I would give a negative star if I could. -Response to customer care ADT: The prompt response to this poor review now demonstrates to me that ADT wants to "Appear" they are addressing the customers dissatisfaction, but why not able to address the issues after talking to 6 representatives in the span of 3 months! No thanks, we are now enjoying phenomenal service from a much better company. read more

i have adt for my business...this company does not have support for your camera do not spend money...if anything wrong all they have is on the phone service...if that fail...they can not help...u will be waisting money and they still charge u. adt is not good for hawaii. they have no tech onsite service read more

ADT is terrible, do not use them. I had them out to for a simple task, change the battery in my control panel. They did that and then they said, oh we need to replace the radio control in your panel. After they did this, my mobile alarm app would not work. Now they're telling me I need a whole new control panel and new smoke detectors, in order to use the mobile app. Plus they require a minimum 3 yr contract. DO NOT USE ADT!! read more

I wish that I had read some of the reviews regarding ADT. We had estimates from other security companies but went with ADT because of their name and their experience. Big mistake, we have gotten zero customer service after their technician stayed for 3 days and on the last day stayed until after midnight. We have asked for an extra FOB and have yet to receive it. After all that has happened, they say they can only credit us for one month. Worth about $85.00, really. Unbelievable. If you are looking for a good security company please don't rely on a company name. It really means nothing. Check the reviews and go with someone other than ADT. read more

I have 4 vacation rentals plus my personal home on island. I would give 6 stars to this business if I could. From the minute I called they were extremely -professional and prompt on taking care of my issues in my h0me theatre. They were above and beyond knowledgeable and affordable. I highly recommend this company. read more

It really is a zero star company! The representatives are inconsistent with the information they provide potential customers.