Giving a zero to this company is way too much for them. They deserve a negative 5. I have never dealt with a business that has given me so much anxiety. The worst part is that I am supposed to trust you to guard my home. Unfortunately, I have to keep my contract and I am counting down the days to leave ADT. My family and I have been dealing with an issue since September of 2021. We are now in October of 2022. After 13 months of begging someone to come/look into a "misunderstanding", we finally got in touch with someone. But they also failed to keep up with updates. My mother became a customer in 2019. She then gifted me a year of services of adt for a year in September of 2021. After the year, she asked if I could get my own bill , separate bill from hers. The moron that took the call cancelled adt services on both my home and my mother's, then adt had the audacity to hand me a $4,000 bill, charged me about $1,000 to my bank account WITHOUT ANY NOTICE! I had to file a claim with my bank so I could get the funds back. Finally after that drama was resolved , because my bank got involved..... they told us we had to follow protocols to "reinstate" the alarm System on both houses (which we never cancelled), so I said "ok fine just please resume everything because we need our home secured". They wanted to charged us, I was furious so I fought back because why should we pay for reinstalling if we never cancelled..... they agreed and saw my point. I booked the appointments for my house and and my mother's. The moron of the technician that came to "reinstall" the system in my house left the panel with low battery even though we clearly asked him to check it out. He said "I don't know why it's doing that" and left it like that. Thanks so much for nothing. Then for my mother's "reinstall" they cancelled at the last minute. I missed a whole day of work on 10/15/2022 because "the technician called out sick ". So they rescheduled for today 10/22/2022. I confirmed via phone after they cancelled. They sent me a link and i also confirmed via the link for the new appointment. We got a call this morning also saying someone was going to come. I missed another Saturday at work today to wait. Then, since Iv been so traumatized for the lack of irresponsibility from all these adt employees that I called today at 1:09pm to re-confirm what had already been confirmed 3 times already. I was told "don't worry the technician will be there". And guess what NOBODY CAME. I called, and was told that "no one was coming because we never confirmed". The schedule coordinator "Amy" cancelled it because we "didn't confirm". And all the "technicians called out because they were sick" .... Today I dealt with the irresponsible following employees (not to mention the other morons of been dealing with in the past): Ade Crossdle - manager Amy - scheduling coordinator for the area who lied and had the audacity to say "nothing was confirmed" Technician - adean Cameron - called out Technician - Nicolas Rojas - called out All of you should be ashamed of yourselves for being so irresponsible with people's home. I really want to look into filing formal complaint because the amount of stress adt has caused me for 13 months, not to mention the 3 Saturdays I'm losing from work, is a nightmare. Today I had nervous breakdown from all the 13 months of stress of dealing with ADT. Potential customers, Please do yourself a favor and do NOT get adt, go elsewhere! These people do NOT care, and you can hear it in their voices. read more

DISHONEST and UNETHICAL!! NEVER DO BUSINESS WITH THEM!! Here is a summary of my (frustrating) experience with them. 1) I was calling to get information about their plans and I clearly told them not to run a credit check. But ADT/Defender ran my credit anyway. 2) I had a security assessment and walkthrough scheduled at my home on Saturday, 09/29/2018 and the security advisors show up 40 mins late. I was also told over the phone that it is a free assessment, and I won't be charged until I install their system. But they charged me $108.16 for installation on 09/22/2018, a week before the walk through. 3) During the security assessment, I was informed by the security advisor Ike, that my first month's dues will be waived, once I sign up. But I see on my credit card that I have been charged the first month's dues of $54.76, on 10/02/2018 4) During the security assessment, the technician removed the existing AT&T security system's control panel and put in the ADT panel to test it. But he did not put back the AT&T panel correctly, and the system did not work after that, adding to the inconvenience. Calling them to fix it did not work. 5) I was under the impression that I was dealing with ADT directly, but I was never made aware that I was in fact dealing with Protect your Home, a 3rdparty dealer for ADT. I was NOT made aware of that anytime during all the phone calls with the reps/in person security assessment, and I only found out when they send the contract documents for me to e-sign (which I did not sign by the way). 6) I was told over the phone that I would get $1900 worth of equipment free when I sign the contract, but the contract document only specified $1045 worth of equipment credit. The security advisor LIED to me that I only have about $80 worth of credit left, so I must pay for any additional equipment. 7) The customer service reps did not have a clear answer on whether the length of the contract was 2 years/3 years. I got different answers every time I asked them. 8) Signing up easy over the phone, breaking up super hard: Because of all the reasons above, I was upset and decided to cancel the contract (the equipment has not been installed yet btw). When I called to cancel the contract on 10/02/2018, and again on 10/03/2018, they tell me that they sent me an email explaining the cancelation process (I never received that email). Finally, after being transferred to multiple departments, they told me that I must 'fax' my cancelation request/mail it to their Indianapolis address (apparently, I cannot simply email them, they want to make the process as hard as possible for me - who uses fax these days?). I was also told that refunds can take up to 7-14 business days.  I both fax and mail the cancelation request on 10/03/2018. 9) ADT personnel picked up the equipment on 10/08/2018. I call two days later, and this other rep says it takes up to 30 business days for me to get refund! 10) All the productive time I wasted during work hours trying to deal with their customer service reps on the phone. I am still waiting for my refund. read more

The reason for 1 star is because there is no zero or minus rating. I first contacted ADT because of all of the accolades that came up on the internet. But before they would even come to my home and provide a cost estimate they wanted my DOB and the last 4 of my SSN. They said it was because they needed to run a credit check on me. I hung up and went back to the Internet and decided to call Protect America who was rated as #2. The PA representative said that they only do DIY and if I needed a technician they would refer me to Brinks. They transferred my call to (what they identified as) Brinks. The alleged Brinks rep arranged to have his tech come to my house. The tech arrived in an unmarked vehicle and had no ID but he stated that he was from Brinks. He was at my house for 2-3 hours, most of it spent on the cell phone getting instructions on how to take over my previous system. He was unable to complete the job and left with the understanding that he would do the additional work the following week. He did not give an invoice nor did he ask me to sign anything. I saw no paperwork at all! 2 to 3 hours later I received a call from a company in Texas called Onit. The rep stated that they had sent the tech and that he did not work for Brinks but that he worked for Onit. I had no idea who Onit was! After considerable discussion it was revealed that Brinks subcontracted the work to Onit. The rep stated that she needed some information from me in order to run a credit check and write up a contract (3 year). She then asked for my DOB, the last 4 of my SSN and the "routing number" for my checking account and the number of my credit or debit card. I refused to provide the banking information and told her that 1) she did not need this information to write up a contract; 2) I have not yet seen an invoice; 3) they do not need to run a credit check for an ongoing service that will be paid in advance which can be stopped at any time that the bill is not paid; 4) I was not informed that they would make such demands before allowing their tech into my home. I told them that their tech can come and take back the single piece of equipment (a cell phone) that he added to my existing system. I told them that under no circumstances am I will to give them open access to my banking. The next day they did not call back to arrange for their tech to come. I contacted a local company (upon the advice of a building contractor) who came to my home for a free inspection and estimate. He said that the cell phone which their tech had installed should not have taken more than 30 minutes. I plan on having the local company remove the cell phone that Onit attached and hand it to their tech should he return. As it turns out ADT, Brinks and Protect America are all owned by Tyco International, a Swiss owned company. The Brinks name is used only for the reputation of the name itself. Onit is one of the companies that they have sold their name to. read more

GO WITH ANYTHING ELSE. RING, GERMAN SHEPPARD...ANYTHING! LETS GET A CLASS ACTION LAWSUIT GOING NOW!!! EMAIL phserveralerts at g mail dot com if you have interest in a class action lawsuit. It is time for corporate accountability to some horrible business practices. The sole goal of ADT is to continue to scam customers, delay any sort of resolution, use scare tactics. Go with anything else. Ring, a German Sheppard. This is the worst company on the planet. I had service installed on Jan 14th, it is now Feburary 22nd, and service was out 3 times to attempt to fix faulty cameras. I finally had them take them away on the fourth trip. Now they say they won't refund the $400 camera they took with them. In a month I have spend 4 hours 18 minutes (mostly on hold) to try and rectify the issue. Now on the phone with them and of course the ONLY PERSON in the WHOLE ADT company I can talk to in order to get a $400 credit is not available but will call back in 48hrs. Barbie refused to provide a number to call the person directly. With all the crap going on in the country right now, you would think these people would thing about something else other than scamming victims. It is sad but typifies corporate greed an unethical behavior. They are so disjointed that corporate doesn't know and apparently doesn't care what the local ADT thieves do. Just save yourself the pain and go with any other option. And don't believe al the BS about other companies not being safe or that if your alarm goes off, the alert gets routed to India and someone in India calls the fire department or police. Yes that was what the used car salesman told me. STAY AWAY. Here is the canned response from the social media spin doctor: Hello Mark, We do apologize to learn of your frustration with the services! Upon review we do not see that you qualify for the 6 month money back guarantee as you have not met the qualifications for a release of the agreement as the system is not inoperable. ADT has offered to come and fix the issues with the system and would be unable to accommodate your request for a release from the agreement as the early termination fees of $1522.95 are valid to the account. Best Regards, Eileen L. Wray (Twining) ADT Presidential Executive Response & Resolution Social Media Specialist 4926 Kernan Blvd S | JACKSONVILLE, FL 32224 As stated ADT service was out 3 times (+ one no call no show scheduled appointment) and could not rectify the camera issues. But I did incur $60 in trip charges for them coming out. Sound fair to me right. Class action lawsuits and small claims lawsuits pending. That is the advantage of legal insurance!!! UPDATE: Even with two BBB complaints they just don't care. They refuse to do anything but want our money. As citizens we have to sue ADT out of business. Please respond to the above phonetically spelled email address if interested in joining a class action law suit. Lets sue them corporate out of their jobs!! read more

I EMAILED YOU!! REACHED OUT ON FACEBOOK!! CALLED SEVERAL TIMES!! adt+ is the most scandalous company i have ever had the displeasure of working with! they are completely unethical and lied to me repeatedly!! 5 MONTHS OF NONE STOP PROBLEMS!!!! i was lied to during the sales process by Gregory mills using extravagant scare tactics and told i would have to call their "video guy" for video surveillance. Turns out there is no video guy he just said that so it would be outside of my ability to get financing and i would have to pay out of pocket!! the system is garbage and does not work at all!!! they installed my doorbell wrong intentionally so I would have to pay for them to fix it!! the sensors FALL off repeatedly all the time!!! THE BASE IS FAULTY AND CONSTANTLY SAYS IT IS OFFLINE!!! i called to cancel as they claim to have 6-month money-back guarantee which they refused to cancel and keep stretching out this timeline deliberately refusing to remedy these issues!!! I have called off work several times to accommodate their tech - 1 of which said he did not have the time to fix my sensors!?!?!?!?!? are you serious?!?!?!?!!? NOT TO MENTION I FOUND OUT TODAY I WAS MISLED MADE TO SIGN DOCUMENTS SAYING I WAS HAPPY WITH THE SERVICE! I WAS NEVER HAPPY WITH THE SERVICE THEY SAID IF I DID NOT SIGN THEY COULD NOT LEAVE MY HOUSE!! THERE IS A BIG DIFFERENCE BETWEEN BEIGN TOLD OT SIGN BECAUSE YOU ARE HAPPY WITH THE SERVICE OR BEING FORCED TO SIGN SO THEY "CAN LEAVE THE PROPERTY"!!!! i have never been so disgusted in my life!!! this branch needs to be shut down! they need to come get their garbage equipment and give me my money back!! i am appalled at how they operate so unprofessionally and unethically!!! I have posted on Yelp, Google, Facebook (several place on FB), I went on the Better Business Bureau and posted twice there as well!! I posted to TrustPilot.com and PissedConsumer.com . I will continue to do so until I am refunded and released from this unethical misleading contract! The system is trash! I would not pay 50$ for it let alone 6,500$!!!! i should have googled ADT and done more research! the number of lawsuits they are already facing is appalling!!! Now i am calling my lawyers too!!! I AM GOING FULLY PUBLIC WITH THIS AND WILL CONTINUE POSTING ON EVERY POSSIBLE PLATFORM!!! I WILL BE GOING LIVE ON MY SOCIAL MEDIA AS WELL!! IF I AM NOT RELEASED FROM MY CONTRACT AND REFUNDED IN FULL I WILL BE CONTACTING THE LOCAL NEWS TEAMS AS WELL TO MAKE SURE THIS SCANDAL GOES NATIONAL!!!!! read more

THIS COMPANY IS BASICALLY A CRIMINAL ORGANIZATION, AND SHOULD BE SHUT DOWN. I will add my voice to the raging torrent of one-star reviews (94% of nearly 1000 reviews... Imagine a company staying in business with those numbers!) saying that the service is quite likely to worst on the planet, and that I was sold the installation without being told--like so, so many other furious customers state again and again if you just scroll down the litany of similar complaints--that cancellation would mean a punitive fee of thousands of dollars. This essential info is hidden way back in the fine print of the contract they make you sign. I didn't use the security system after a couple months, because of the constant irritating alarms going off every time someone opened a door in the night. When I called to cancel, only then did they let me know that "It doesn't matter if I had been told verbally" about the cancellation fee of 75% of $70/month payments for the remaining 33 months of the three-year contract, I was on the hook for those thousands no matter what, and if I stopped payment they would call collections and destroy my credit history. And then, before I could say a word in response, they hung up on me. Twice, the same treatment. I know this message will just receive the identical auto response, or something similar, that all the others do ("We're so terribly sorry to learn of this experience you've had as a member of the ADT family! We would love to address these issues with you further. If you could please email our team directly at Alwaysthere@adt.com"). Fortunately I have never had to deal with a break in and the attending ADT incompetence associated with that, which a multitude of other enraged customers discuss in these reviews. I did not need to have anyone with a balaclava sneak into my house to rob me, I already invited the criminals in the front door when they came to install this joke of a system. And yet... and yet... When the unsuspecting potential customer Googles ADT Security the first thing that comes up is a supposed statement that "ADT is one of the most reputable and trusted home security companies in the industry, and how customers love ADT." Yes, they clearly love the company. Nothing says love like a 94% one-star rating percentage, right! =') ADT is the most overwhelmingly hated company I have ever seen on Yelp. Caveat emptor. You can expect NOTHING from these clowns except fraud, extortion, and incompetence. read more

My husband and I were new homeowners and really wanted a security system installed in our home. We had a sales person come out to the house. We presented a coupon we had received in the mail for a promotion offer. The offer was for a free device and installation. However we were told by the representative that we would be receiving sensors on all of the doors and windows. We allowed the rep to begin installations. After he completed his work he informed my husband we would be charged $1500. After weeks spent speaking with various customer service representatives (none of which were helpful) we were told we would be received a $900 refund. 4 weeks later we received a $300 refund. After months of calling again, and speaking with several "managers" we were told that for various reasons we would only receive a total refund of $700. My husband called to ask that the system be wired to our phone line (rather than wifi) and asked to have the additional sensors that in the end were not "free" removed. We were told by the person scheduling our appointment that the same representative would not be coming back to the house (as he had misled us the first time). When it came time for our appointment, the initial representative was who showed up at our door. He asked my husband why we had given him a bad review after his first visit and said he had gotten in trouble with his manager. He then proceeded to drill a hole in our newly refinished hardwood floor as he told my husband how angry he was. The hole was not in the correct spot and he had to drill another. Again, we spent months on the phone with various customer service representatives. We went them a quote to have our floors refinished for the second time. We were told we would be receiving a check from their insurance company within 30 days. Well those 30 days came and went and when we called to check on the status of the check we were told that after questioning the representative, he had told them that he never drilled that hole and our claim was denied. This company is absolutely awful. The customer service is abysmal. We have spent a total of over 200 hours on the phone with various ADT representatives trying to get our issues resolved. I have asked to cancel our services and was told it would be a fee in excess of $500 to do so. Absolutely terrible. I have several complaints filed with the BBB as well. You people should be ashamed of yourselves. read more

In my extensive experience with various companies, ADT stands as a pinnacle of failure, embodying what it means to disdain its clientele. Being a patron seems to transform you into an inconvenience, an unwelcome thorn in their side. I invested over $30,000 for the installation of a CCTV and alarm system, only to be treated with less consideration than if I had stormed into a post office with hundreds of packages minutes before closing time. The online chat feature on the myADT portal is a farce, a purveyor of misinformation, and a masterclass in evasion. More times than I can count, I've been abruptly met with a "this chat has been closed" message, devoid of any semblance of courtesy or the offer of further assistance. It's akin to being shown the door with a disdainful shove. Telephonic interactions fare no better; indifference permeates the air. The sense that they are there merely to mark time, with no genuine concern for your issues or any intention to assist, is palpable and deeply frustrating. Two years ago, I opted for a 12-camera CCTV system installation. Today, it's glaringly apparent that the system is flawed. The company's casual admission that they provided substandard equipment is eclipsed only by their audacity to demand a fee for inspection. It's not the charge that galls me; it's the realization that they acknowledge selling inferior products, yet shirk any responsibility for decent after-sales support. Such service should be a given, not a begrudging afterthought. Attempting to schedule a technician has been an ongoing saga of incompetence. It's as if the company's left hand is unaware of what the right hand is doing, with each new contact contradicting the previous and shuffling blame back onto me. Despite following their instructions to the letter, I'm somehow always at fault, perpetually trapped in a Kafkaesque loop of inefficiency. Requests to escalate matters are met with the convenient excuse that every manager is invariably tied up in meetings--a laughable pretext that reeks of evasion. Promises of return calls remain unfulfilled, a clear tactic to dismiss and silence dissatisfied voices. It's evident that the company's sheer size emboldens a culture of impunity. This entire ordeal would be comical if it weren't so tragically wasteful--of both my time and financial investment. read more

If I could leave ZERO stars I would. I've been a customer for 9 years and during that time most of my experience with ADT has been nothing but frustration. I'll never get another home security system again. Quality sucks. Value sucks. Customer service sucks. We're a military family (my husband just finished active duty) and are moving to be closer to his family. We are not getting a system on our new home. After 9 years (customer since January 2015) and the fact that I've renewed our contract twice, you would think that there would be some wiggle room at the end. Not only would they not release us from the last contract we signed in 2020 (which doesn't run up until July 2025), in order to cancel they charged us the full remaining amount on the contract. No consideration for military service, the fact that we could provide multiple confirmations of my husbands military service, and his exit from the service with an honorable discharge. They just want your money. I understand they are a business, but most businesses I have found will waive or lower their cancelation fees if you can provide a DD214 or something else showing severance from the military. Further, I didn't even find this out the FIRST time I had to call them. When I called and cancelled I was told ok, no problem and that was that. The next day I got a bill for the following months service. Called to complain. "Oh, the person you spoke with told you you had to pay for the remainder of the contract." No. They didn't. You record everything. Go back and check for yourselves. "Sorry, sir, you're under contract and no other option." So I had to pay the money up front or pay for a security system in a house I no longer live in. Another issue I have with their service is that several times over the 9 years we've been with ADT, due to renovations or other considerations our system was unplugged and completely unpowered. Sometimes for several days, and once for several months. During that time I'd still get emails from ADT telling me that "My system is fully operational and responding to the network" and such. Tell me, HOW is that possible when there is no power? That was the beginning of me thinking that ADT was a joke. Now there is no doubt in my mind. DO NOT GET IT. It's little more than a scam to steal your money. read more

2023, I made what I feel is the unfortunate error of trying out ADT. From the get, I was told what my monthly payment would be and I chose to pay yearly, only to pay and realize I am not able to arm and disarm my system from my phone but my neighbor is. I called to inquire why and was then told I need to pay for that access separate; in 2023? Okay, lets say that is their business model; is there a reason why that was not disclosed before I signed on? None of their documentation says that and I went back to read through all. Fast forward to the resolution, got in touch with someone who finally waived the fee and gave the access after too many phone calls to customer service (ADT customer service is ............... Sorry to say). 2024, did not realize that after charging me for my yearly service I was billed separately for phone access again. No receipt was sent for that charge, neither was I notified; but a receipt and notification was sent for my year monitoring charge. 2025, got the same notification and receipt for my yearly monitoring charge but this time I noticed a separate fee on my credit card. I checked my email, there is no receipt and no notification but there it was, a separate charge from ADT. I called to ask what it is for only to be told it is for the phone access. Why was no notification sent? Why didn't I get a receipt for the 2024 phone access fee and why is there no receipt for this year's phone access fee as well? I paid for the system to be monitored online and I have to pay separately for online access to the same system? My understanding is that the mobile access fee was waived but for crying out loud, if ADT started billing me for that again, why not send a notification about it? Why not send a receipt for the fee after they took if from me? How can ADT be trusted? Now it is to start reviewing bank statements to be sure our friendly neighborhood security company is not taking out money without your knowledge. ADT? Where is the transparency? Did your team member not add the control app access for the life of the contract? read more

We had an installer call the board of health and lie telling them we had all our windows blacked out, he also trespassed in our back yard taking pictures of everything in our yard, we just tore down an old two car garage and still had debris, we have new building material on skids covered by tarps, we have 50 bags of concrete on skids & under tarps, shingles for garage and our home on skids & under tarps, a new large dog kennel on skids and under tarps, all the stuff the we store in old garage on skids in plastic bins & covered with tarps, a collection of old bikes on skids and under tarps, all our yard equipment including mowers and other power yard equipment on skids and under tarps, the ADT installer trespassed went passed our 6' privacy gate and into our back yard with a 6' privacy fence all the way around it and took photos and sent to health department all because we cancelled install? we was only getting because StateFarm was paying, we didn't go with them for home insurance. on 06/25/2024 we found out my husband has stomach cancer and two days later two cops and board of health is knocking on our door to inspect our property because they said ADT contacted them to complain and even trespassed into our back yard & took photos, we never gave him permission to come on our property, he called and we told him that we cancelled install, at that time he was still in his van, after that he pulled up the street got out of van, cut through empty lot next door and snuck into our back yard, we have it all on video with times of call and times of him trespassing through our yard and my neighbors yard, we have a lot to deal with right now and not sure how we want to pursue this, but here a company that's supposed to protect from trespassing actually does the trespassing, and all to cause hassle to us at the worst time in our families history. I am at a complete loss for why an ADT worker would do such a thing, he needs fired immediately. read more

Do not under any circumstance utilize ADT alarm systems. My wife and I before marriage had separate homes on 2 different houses (House A & B). When we got married we sold house B. In the process of attempting to canceling service on House B, ADT cancelled House A instead. When we noticed the error, we contacted to have it rectified only to be told that there was no possible way to reactivate House A's alarm system that was fully functioning 1 day prior, because the techs didn't know how to reactivate it. This was a system that had pre-wired door sensors in the door jam. ADT forced us to do a complete re-install on House A, bypassing the pre-wired sensors and installing ugly door sensors. Cut to 2.5 years later and my wife and I purchase had purchased a new home a year ago and installed a new ADT system at that home (House C), but kept House A's system activated for 1 year while the house was on the market and empty. In attempting to cancel House A that is now under contract to be sold, ADT is telling me I have to pay $350.00 to cancel the contract. Turns out, when they canceled the wrong house, they placed us in a new contract on a house that had been covered by them for 7 years prior instead of honoring our existing system. In trying to deal with customer service, the attitude is a real "Screw you, it is what it is and you will pay it". I was even told "well I was not the one that initially made the mistake or the tech" so you will receive a bill for $350.00). In asking to escalate to a manager, the approach is to state there are no managers available on a Thursday at 10:00 am and that they will send me a bill and request a call back that MAY happen within 48 hours. This is a terrible way of handling business with any customer, let alone one that had covered 3 homes over the course of 15 years. read more

The customer experience could not be worse at ADT alarms. If it was one negative exchange you would not be seeing this review. This has been going on for over 2 months. I have been on the phone with them 5 times now for close to an hour each time. Today I have been handed off to the "correct person" who can help me 6 different times so far currently still on hold waiting for help. Over two months ago the batteries went out in my keypad. I called them in hopes that they would send out a new battery since it is a specialized battery that you cannot get in local stores. They told me they could not order it and I needed to go online and order from their website. So I did. Not only did they send me the incorrect battery they sent me 7 of them 4 weeks later and charged me for all 7 at $40 a battery. So on the phone again I was issued a refund for the batteries and now for some reason, they were able to help me on the phone to order a new battery. The gentleman that helped me noted on the order and specified that the AAA battery pack was what is needed. They said again that it would be 3-5 business days for the order to arrive. 4 weeks later again they sent me the AA battery pack. So back to the phone. This time after being bounced around to 3-4 different people we ordered the AAA battery pack one more time. 3 weeks go by and still no battery. I call them today and have been handed off to 6 different people on the first call before the phone hung up on me during a transfer to a seventh. Currently on hold again. I hope that whoever is in charge of systems out there sees this review. I am a business owner and would never accept this service for my clients. Thanks for reading my rant. read more