try and cancel you will be bounced around and wait times up to 45 minutes oh don't forget a one month penalty you have to pay stay away they also use third party installers who run and dash run wires how they want like some teenager installed it read more

Moved from one place to another and had a really bad experience with customer service and setup. Sales team sold me on this awesome self setup equipment just for me to run into problems left and right. Spoke to over 10 different customer service people as they transferred me to damn near every department except HR to resolve the change of home address problem. Tried to set it up 3 different times just to be scheduled for a virtual appointment so they can help me set it up. At this point I may as well paid the Pro Install person to do the self setup for me. Upset I got into another contract with ADT thinking the mobile kit would be beneficial. I'd do better with a Ring door camera. Will not recommend ADT to anyone. Unless it's a Pro installation then you can get an actual technician to aid you. One thing they will do is continue to deduct the monthly costs, that's one thing I can count on ADT to get right... read more

Nice Techs, Good system, TERRIBLE CUSTOMER SERVICE! Next available agent 45 minutes, then once you get someone, they "transfer" you, wait 20 minutes and get disconnected. I've been at this for hours read more

New update: Just had the virtual call that went nowhere. Tech offered to mail a new camera? I guess I'm supposed to know how to install their gear with no training?!? Why does ADT send a tech at all if repair is DIY? Hard to understand and the language barrier didn't make things easier. I was told they would call me next week to set an appointment to have a tech come out and fix the problems. This whole system is almost 2 months old and already I can see the mistake I have made with ADT. Going on 2 months of paying for extra services that are not being provided. Ironic that ADT are the ones robbing me and I agreed to let them do it in a contract. A contract that will cost me $1,619.73 to get out of since I paid all installation costs up-front. ($1200+) Hopefully I can downgrade my service with ADT and go through another company to fill the services that ADT "apparently" cannot provide. Good for you ADT. You will not get me again... P.S. Carla, I'm not sure you have good reading comprehension. How do you figure the issue has been resolved? Through ADT's willingness to keep billing me for services that are not being provided? I guess that is what you consider to be "resolved". Ok, Customer Care. I did ask during the virtual appointment to have a tech come out. I was told that I would be contacted at a later date so that a tech appointment can be made? Whatever that means. I guess you will contact me sometime before October, I hope. read more

Oh golly, don't know where to start. They try to sell you things that you never bargained for. Then they send out their technician with a new agreement that includes additional terms. Then he will ask you to sign it before you can discuss and dispute any of the additional charges. They came out three times now and each time they were either late or they didn't show up. And when they did show up, they added extra terms, I thought was unnecessary, unprofessional, and apprehensible. Use Ring.com instead. read more

I put my account on hold for 1 year while I became a live in caregiver for my brother, who recently died. ADT sent me to collections after I paused my account. This is after ADT told me that I would not be charged until I move and reactivate my account at a new residence. Not an ethical company. read more

I have been a customer for almost 5 years. Service is TERRIBLE!!!! If you need help hope you have the patience for a 3 hour hold time and being transferred 4 times. I have only stayed because I don't have to call often but now that price has doubled I am leaving and NEVER going back!!! read more

ADT IS THE WORST IN CUSTOMER SERVICE!!! If I had it to do again I would NEVER get service with them!! They make you sign a contract so you are stuck. If you have to call for any reason you can count on holding no less than 30-45 minutes. I am so stressed out every time I call because it always takes at least an hour of my time and 3- 4 transfers. It's the worst customer service and so frustrating. GO SOMEWHERE ELSE BEFORE YOU GET LOCKED IN WITH THEM read more

The worse service ever!!! Very expensive! Plz do not get ADT services!! They are so many other affordable, cheaper, and better security services around! Used to be a customer and wanted to charge me so much more money in order to upgrade their system! Cancelled and switched to another security system and can't be happier! read more

I would give negative stars if that was an option. I've had nothing but trouble with ADT service from day one of installing. Biggest issues are billing. Prices keep going up so I way to cancel. Was told in march I would have to wait until end of June to cancel without penalty. I've tried calling numerous times and cannot get anyone to pick up in that department. The one time they did pick up they hung up on me without speaking. So I sent a letter on 6/18/2023. Tried calling to follow up and make sure cancellation would happen. First call was on hold 62 minutes and got disconnected. Second call on hold for 25 minutes and disconnected again!! Tried calling again and can't get through. I am beyond frustrated with the poor service ADT gives to customers. read more

@ADT is not worth it. Having access to their app is considered an "upgrade" with additional fees and higher monthly payment! An app is necessary to monitor your home and ensure your safety. I've been a customer for less than 30 days and have to pay 2,000 to cancel! Ridiculous! read more

Absolutely the worst company in America!! STAY AWAY!! We switched our security service from a local company to ADT. ADT said they needed to replace most of the equipment. I spoke with a manager (Blake Roddins MGR ID# 103668) at ADT who offered all of the equipment free of charge. The install process was horrible. Install tech is not employee of ADT. He had to come 4 different times to get the system installed and working properly. Everything was fine for the first 7 months of service until we received a bill for over $1,500 for the equipment. Our contract shows an equipment credit for the entire cost of equipment and the only cost we pay is $299.00 for the install of which we paid. Supposedly they went through some sort of merger and are now stating that we owe for this equipment even though our contract shows that we do not owe a penny. My wife has spent countless hours and numerous times on the phone trying to resolve this $1,500 equipment fee. We have sent our contract and every customer service rep agrees with us that we should not be billed for the equipment. We now received a call from their debt collector. I can tell you we have never faulted on a debt we owe. Our next call is to our attorney. DO NOT USE THIS COMPANY! Horrible experience. read more

I signed up with them last year and the door bell stopped working. I called customer service third times. They told me would be free out of charge and end up charging me 179 on my account. The worst company and they are a theft and signed me up for 5 year contract taking my money without no explanation. read more

Steer clear! The contracts are not consumer friendly and the fee structure heavily favors long term contracts that you cannot get out of. No contract break fee, they simply charge you for the remaining contract term which if you sign up for a 3 year contract is quite hefty. We had a system that was producing false alarms which in addition to be annoying are actually expensive and runs the risk that emergency responders won't show up at some point as they think it is another false alarm. There are so many other friendlier options out there it just makes no sense to deal with a company that is so Brie's in the dark ages. Support your local security monitoring company where you have a much better chance at friendly service and reasonable month to month contracts read more

If I could give zero stars I would. Unable to resolve bugs in the system and keep saying nothing is wrong with it. Customer service gives different advice and none of it works. Trying to cancel service is next to impossible. read more

A sales customer came up to my door I did not want to answer the door I was busy, he knocked on the door 3 times and rang the door bell 3 times obviously I don't want to answer. After I answered the door he started talking let him say his peace when I said I wasn't interested he kept trying to sell. If this is how they try to get customers by bother and just not accepting that I said no there is a problem I had to close the door in his face for him to leave my property. Do better I live in the 85037 area code so if you live here good luck. If they see your car is in the drive way or car port they won't stop knocking until you answer the door. DISGUSTING, RUDE, UNPROFESSIONAL read more

Had a camera system installed in my house. But circumstances immediately changed and I had to cancel the service within 3 days of installation, which is the required amount of time for cancellation without obligation. This was at the end of June 2021. Equipment was picked up by ADT on July 1st. I thought everything was done. Then in August, ADT started charging my debit card multiple times. The largest amount being $2,100. It is now October and I am still trying to get the charges refunded. Every time I talk to someone, they tell me that I should see the refund within 3 business. I'm beyond annoyed at this point. I will never in life use ADT again! read more

ADT by TELUS is one of the worst companies to deal with and they are the biggest liars and cheaters. After being with ADT for over 6 years I decided to cancel my account as I was going to buy another camera system. After waiting for an hour as the moment you press 4 to cancel the call conveniently drops. Finally after 2+ hours of talking to a CSR and her manager they agreed to cancel and also mentioned that I owe nothing more. Then 3 months later I get this email from TELUS saying that I owe 92.45 and its being sent to collections!!, when I tried calling them on the 17th Jan 2022 after waiting for 40 minutes a chap answers and says unfortunately there were no notes entered from my cancellation call so he now will have to send it to their "back office" for approval and lets see!! What a freaking bunch of crooks running your security systems eh? read more

Have not been bombarded with calls since the manager took me off the call list. Did as promised and I know they are a solid company - the sales process was just a little out of wack a couple years ago, but all good now read more

Customer service Representative Jasmine was professional, patience and kind. I truly appreciate Jasmine professionalism.

I have been a customer for several years and spent thousands of dollars in monitoring and other fees. I called in May because my system wasn't working. Arranged for a tech to come to the house on May 31. The bill was $526.47 but the work was not finished. He scheduled to come back on June 5 between 1-5. On June 5, he texted that he would be at my house at 1ish. He actually showed up after 5 p.m. I paid $192.15 for that visit. That night, I set my alarm. At about 3:00 a.m. in the morning, the panel was beeping and had to be disarmed. I tried setting it again a few days later. Same thing. I emailed the following to ADT on June 13, at 4:39 a.m. "After $700 and two visits, I still can't use my alarm system. I am laying here awake because it's been randomly making chiming noises and having other issues for an hour and a half. Same thing it did the one other time I've tried to use it since dropping a boatload of money (that I don't believe was necessary) to get the system working. Please plan to send someone this week - FREE OF CHARGE - to get it straightened out. This is ridiculous." No response to my email. I contacted ADT today. At this point, I have talked to four people and been on the phone over TWO HOURS. The solution that was offered was for me to pay an additional fee to have a tech come out again. Two people told me they COULD NOT waive the service fee for the tech to come a third time. When I decided to cancel based on this customer service and having a non-working alarm, the second person suddenly found the authority to waive the service fee. I decided to cancel. I asked cancellation department about a refund on the over $700 that had been paid for nothing. I was denied the refund by two different people. The case was "escalated" and refund was still denied. In short, in my opinion, this company has completely unethical practices with regard to customer service which include deceit, delay, transferring to additional people to deceive and delay. My journey with ADT is not over, but my goal is to let folks know what my experience is so they can make their own informed decisions about whether they want to work with this company. read more

You have to have auto pay and they go in and take money without customer knowing. Made a payment and rep said card not saved, but they saved my card and had five pending payments. I only authorized two, one for equipment and one for services. If your behind on your bill they will go in your account and take random amounts until they get their money. Even after payment arrangement they still did this to go beyond the agreed arrangement. So don't trust them with your debit card information. The lady was laughing at me on the phone after arrangement and said they gonna do what they need to do and now I know they had five pending dates and payments. Now they only getting money off a secured card. read more

I cant connect to camaras my door bell blinking green and red but they are good the first time to sign contract and take money every month going to stop paying read more

Alarm system down at our office and they can't get to us for a week. So no alarm till then. Enough said!

I just needed to cancel an appointment to discuss cameras. I called 3 times and each time got transferred back and forth from sales to customer service and back. This pre-sale experience has been so bad that I will not go with ADT. If this is the presales experience, I hate to think how bad the support is if ADT has my money. read more

I will give 0 star if I can ! Price is extremely high , you won't know the exact charge until a technician came to your home and quote you a final price. I don't accept the charge and called to ADT for cancel the service. Finally , they would like to cut down the price for an half !! Unreasonable charge , I move to new home and I will keep the ADT service. I had called to customer service for detail. They said that there is No any charge for my moving . However, I received a bill of $260 and it said it is cancellation fee ! I had talked to several agents of customer service , but they didn't provided any solutions . Actually , all agents didn't help but just keep transferring me to different department . Customer service don't provide any customer service !! Today, I received a bill of $316.95 ( I don't know what is this charge for ) , $145.98 on June 3 , and $204.87 on May 27. You can see how ridiculous and confusion about the charge ! I will consider to have attorney to deal with this case if it can't be solved in a short time. read more

Have been with ADT for over 15 years, no major problems. However, starting November of last year (2020) they doubled my fees WITHOUT any warning. I had them on 'autopay' and didn't catch the increase for two months. I called to dispute the charge.... they apologized, said they would refund the difference for those months but that the new fee was permanent. I cancelled the service and they never refunded the over charges. I had basic services, no cameras, doorbells, etc. I may have kept the service had they notified me of the increase ahead of time and upgraded me in line with the monthly fee. Bad customer service. You are better off with COX home service for the money. read more

we have had adt for 19 years and i called because the bill keeps jumping up they did adjust after that i was transferred a 3rd time and she was flat out rude i ask for someone else and she refused the alarm keypad has no numbers anymore and adt wants to charge me almost 700 dollars for something that should be covered under maintenance they offer new customers all kinds of promotions but nothing for existing customers!!!! read more

DO NOT SIGN WITH THEM - RIPOFF I've moved to a house in July 2018, the property is equipped with security cameras and I asked ADT if they could have their system plugged in our current cameras. Their answer "yes of course" They did their all sales pitch to me announcing me a price of $29 per month, which I found reasonable. The technician comes to our house and then tells us he probably can't connect the ADT system with our camera. Make a sign a document for installation and told us to call a number to ask for another technician to come and check the cameras. We called, and they told us they only can install their system with their own ADT cameras. FIRST LIE One month later I am being charged $55. I called again, and they said that is the price on my contract. I asked that if it is the case, I want to cancel my account I asked to talk to a manager and asked the manager to review the sale call. One month later and 10 phone calls later the manager told me that the salesperson didn't do anything wrong and that it was my fault for not asking properly about the camera. SECOND LIE But the best is to come, now I asked the manager to cancel my account and he tells me "sorry but you signed a year contract and can't cancel unless you pay $900" THIS IS A JOKE RIGHT? Fast forward, A YEAR LATER, I call to cancel AGAIN, ADT first tells me they don't do the cancellation themselves and transferred me to Defender ?!? Defender obnoxious agent ERICA tells me " sorry you have a 2 years contract and you can't cancel, you need to pay 75% of your contract now to cancel it, its about $507" I am moving out of this house, and out of the country but I still have to pay for ADT?!? I asked to talk to a manager, she says I don't have a manager. I Asked to be sent my record of phone calls with all ADT and defender agent she said NO. How is this legal? Why no class actions have been done? How the government allows this kind of UNETHICAL business practice? How could you force a consumer to pay for security on a place that you don't live in anymore? And how is it LEGAL for a company not to disclose and/or LIE about the service they provide and their pricing, and have the customer responsible and liable for this? I reported them to the attorney general for malpractice and I'll advise you to do the same. Please DON'T signed anything with ADT, they WILL RIP YOU OFF. Call other companies before making any decision. read more

I got a good one so hold on... I have been very busy after purchasing my home and the ADT Sales rep have been calling and texting me all week. I have not had the time to go over everything with my wife to make a solid choice on what security company to go with just yet. So today me and the sales rep text back and forth see below for text messages. Me: I'm good Man you are little too aggressive for me. I understand you want the sell but, my wife is going to make that call. I do appreciate you coming out and pitching ADT to me. Moving forward I would not like to receive any further text or phone calls from you regarding this matter. Sales Rep: Sir I make 8,000 a month I don't need to sale to you. I was trying to sign you up to help YOU out. I've seen day in and day out what happens when a family puts this off for too long cause they don't make it important enough. It's not aggressive. I have just learn to see if someone is truly making an effort of if there just bsing about it. You've clearly shown where your priorities lie so I'll go ahead and mark you off the list and have a good day. Me: That is exactly what I mean! The amount of money you make a month young man has nothing to do with this particular situation. I'm not understanding is relevance. Sales Rep: Cause you make this about me just wanting to get a sale. It has nothing to do with that honestly. I take my job serious and I truly love helping families get protected but like I said I will only help a family that truly want to help themselves. You've been out of town for a couple of weeks no with the rest of your family home and not protected by anything but continues to tell me your interested in protecting them after I've already offered plenty of times to help you out. Action speak louder than works Mr. Smith So have a good day and sorry I wasn't able to help you and your family get protected. Me: No its not about you its about the communication and the way it comes across. Referencing your statements referring to my so called lack of concern for my families safety. That is unacceptable to me maybe you don't think that's over communicating or out of context I do. It is up to me to decide which company I go with concerning said protection for my family but, one thing for sure. Thiers nothing like good old Smith and Weston for the time being Have a nice day. After that I would not refer or ever us ADT. read more

ADT sucks!! Besides giving lousy customer service and the so call National Customer Service Manager , Jon Marvin whose name is on every customer service survey is unresponsive and doesn't care about customer service. How does someone in such high position in a corporation don't care about clients? Without clients, there is no business. Oh that's right, look at the example he is setting for his employees. No wonder their Service sucks!! All the representatives including supervisors all talk like robots reading from a script. I spent 4 days on the phone trying to find someone who knows how to solve my problem instead all I heard was false promises. They over promise and under deliver. Here's the latest... I keep getting solicitation emails and I tried to unsubscribe, so I click where it says " click here" to unsubscribe. Guess what??!! It gives me an error message saying not able to unsubscribe!! Even their marketing is a sham!!!!!! Once you give them your email address, you are stuck! ADT is like a piece of gum ...you can't get it off your shoe!!!!!!!!!! read more

If I could give negative stars I absolutely would. I have been a customer for decades and things just get worse every year. Absolutely NO customer service, impossible to get a tech to come out -- wouldn't even schedule me an appointment today although system completely non-functional. Best they can offer is a "virtual" appointment where I climb into the attic. Tried to cancel but they only answer cancellation calls from 8 - 10 am Eastern time. Am filing complaints with ALL agencies. read more

$2000 to cancel service on our house that burned down. Not even for equipment. That amount is to "finish out the contract". The amount we would have paid for coverage for the rest of the contract. Not having a house to cover due to a fire is not a reason in ADTs book for cancellation. Besides this disgusting business practice, they also have terrible customer service. Twice I was told I would be receiving a call back from customer service, and they never called. Just a way to get out of a phone call if you ask me. read more

Been without service for 2 and 1/2 months. Finally convinced them to send a technician and they put me on hold with4 different people before getting me to scheduling. Then they told me they would have to call me back the next day. 4 days later they finally call me to tell me it would be another month before they could get to me but they have no problem taking their monthly money.. read more

I signed up or ADT a few months ago and I was told that all service and/or upgrades would be covered in the monthly fee. I recently realized that the google camera wasn't working properly, and called to get it fixed. After taking about 45 mins just to make the service appt., when the technician showed up, he advised me that the original installer (Safestreets) didn't install the camera correctly. The technician took about 2 -1/2 hours to get it to operate properly, and then he told me that he had to charge my credit card $59.00 for the service call. Nobody told me there would be a charge so I was furious (what happened to free maintenance and upgrades???). The technician told me I can contact the billing dept. to request a credit to my account, but he had to charge the $59.00 for the service today. I called the billing dept. and they confirmed I would get a credit to my next month's charges. When I checked my credit card account, I see that they actually charged me two $59.00 fees ($118.00 total). I am furious!!! read more

June 30th I cancelled my subscription. Today, even after multiple phone calls and hours on hold, I still get a bill from the place. I have emails, recorded phone calls that my subscription was cancelled, but now I get a bill for 496? For freaking what? Staying on hold for hours at a time? Oh and the auto-email from the alwaysthere@adt.com .... total bs to make you think that you are being taken care of. This company does not care and just wants your money. Like I stated in previous reviews. They will take your money, not look at your file, and attempt to BS their way into your wallet. Run, cancel your subscriptions and use someone else. The company should be shut down. One hand does not talk to the other. All you get when you call is lip service and another bill a month later. I now schedule a call and a review every week due to their failures. read more

I used their service for years and fortunately never had to contact them for assistance. When I finally canceled they decided to continue charging me for a service I canceled, never mind that all the equipment was disconnected and they couldn't offer any service at the location they had been monitoring. With the way that I have been treated after canceling my service I would not recommend them to anyone nor would I use them under any conditions. read more

Terrible service, terrible pricing, and their sales strategy sucks. Every time a person comes to fix something they constantly push for you to buy one of their overpriced products. They ignore the client when the person calls to cancel the service. No ADT I don't want an explanation for why your service is so terrible. Please don't comment. BYE! read more

DON'T DO IT! I was forced into a 3 year contract, My husband and I had to move. Our new home came wired with a different system and they were unable to install. I now have to pay almost 500 dollars to cancel my services with them. GO WITH VIVINT! WORTH EVERY PENNY AND...NO CONTRACTS! read more

I sold my house and called ADT to disconnect the alarm and I was informed of my balance around 2200 which I was responsible for but I was not informed that half of the balance would be taken from my checking account without prior notice . I was surprised to check my bank account on line and notice a large lump sum taken it felt like I was taking an advantage and trying to get through to speak to a live person take hours. I lost all respect for ADT and the way they do business read more