We've been ADT customers for 30 years, but no more. Dirty business practices and horrible customer service (they're either lazy or grossly incompetent, which are not good adjectives to be used along with security system). We called a few months ago to switch out phone number and thought everything was fine. Unbeknownst to us, they changed our phone number but didn't follow through connecting it back to the alarm system. As a result, our alarm began spontaneously ringing in the middle of the night a couple month later. We called back, they told us our alarm system has been disconnected since we changed our phone number! What have we been paying for then?? We demanded a refund, but it was basically wiped out because we had to have a service technician come by to stop our alarm system from going bonkers every night. The technician told us we needed to upgrade and that would have cost us $900 at least; we told him to just disconnect the alarm system and leave it at that - the technician was in and out of our house in 10 minutes. He tells us he won't charge us since he was late anyway and it took 10 minutes. Well, we still get charged $130. I spent 4 hours calling ADT (3 on one day, 1 on the second day) trying to get in touch with someone who can help and getting bounced around from operator to operator. Apparently, billing can't help if you want to dispute a claim, nor do they always understand the comments in the system - I continually asked for someone in Account Services or Account Management, but beyond getting my information, they just bounced me to the next person. Also, I could not understand a couple of the folks I talked to - heavy accent even asking them to speak slowly and enunciate (please for my sake!). No help to be found and at the end of the day, no way to dispute the charge. Pro tip: they're open 8AM-10PM, and apparently the first and last 2 hours of the day are the times to call without a long wait time. Mind you, you will still wait and may get bounced and may have to call another number, but it's shorter. Anyway, if you think ADT is a one and done type of system, it's not - everything requires some type of maintenance and we're very happy with the Ring. We bought the system, hired an electrician to come out and install (much cheaper than an upgrade/having ADT technician come by) and we have better surveillance and connect directly with our neighbors. Bottom line - we feel safer with the Ring app and there's no hassle. read more

Paid our account off when we closed it in November of 2020, I have sent copies of the receipts 4 times now it's in collections. My advice once you let them set up your system and cancel you will never get rid of them. Blocked their number now bombarded with letters guess it's time to see a lawyer before they mess up my credit DON'T USE THESE PEOPLE!!! We have a new system that's Better and cost less ,just beware people! read more

I moved and couldn't cancel my ADT service until my home was sold, but then was told I had to give 30 days notice for cancellation - very tricky to do when you don't know if/when your home will sell. I asked to speak to a manager and was told that because of Covid I could not. I haven't had that issue with other companies. So, I'll continue to be billed long after I need the service or own the home. During my move I cancelled and changed a lot of services and this was the only one that wouldn't prorate and charge only for the time I could use the service. This type of outdated business practice is why I won't be using ADT in my next house and why I suggest you consider more customer friendly alternatives too. read more

I've been with ADT for over 10 years, they just sent me a notification saying 3G is phasing out and I need a mandatory upgrade to my system by Feb 2022, So I call them up and they want $700 for the upgrade! If the equipment they installed in my house will soon be obsolete, then they should do the upgrade for free to keep me as a customer and my Thousand Dollars a year for monitoring! I'm changing to another security service and throwing my ADT system in the trash where it belongs! I got a deal on the new system, full replacement system with more sensors and features than I have now with ADT only cost me 40% of what ADT wants just for the upgrade and the new monitoring service will cost less than 1/3 of the ADTs service! SO, SEE YA ADT!!! YOU ARE OBSOLETE!!! read more

To all those that may be considering having ADT as a security service: Don't even think so. Scape while you can. Even if I send a notice for cancellation, BUT only if I call 30 days before the actual end date of the contract, I will NOT be automatically renewed for another three years. OUTRAGEOUS! For the moment, I'm trapped; I have to continue paying their monthly ransom (sorry, fees). This company has a business model to lure clients into an eternal milking of their money; You may have to pay their monthly ransom/fee until you die. I hope the market takes care of it and be part of the history of failed companies. Good-by ADT!! With your lousy service and lack of real client focus, you will go bankrupt sooner or later. Consumers will find out that they are looking to trap them for life. Use any other security service, but never this treacherous company. ADT should have ZERO stars.. One is too much!! read more

ADT engages in unethical billing practices. For example, ADT can begin your service in 24 hours. However, they require 30 days to close your account. So if you move out of your house on the 10th of the month, and you gave ADT ample notice, they still bill you for the entire month. It's just another corporate "policy" to take money from the consumer. They make extra millions by ripping off consumers. When you call, you get bounced from one department to the next and put on hold. My experience with ADT was poor all along. read more

ADT tried to sell me several pieces of equipment that was not needed to connect my garage. They placed holes in my garage ceiling and the installation process was terrible. The installer was there for 9 hours and still did not complete the installation. I called the following business day to cancel and for them to pick up the equipment. It is now over two weeks later and several calls to cancel and pick up equipment and they still have not done either. I am still "fighting" with them to do this. They have terrible customer service. You just get transferred to several departments and people with no resolution. This company is nothing but stress and frustration. I would advise finding another security system for your home. read more

Never use ADT. They are liars and scammers period. Broken systems crappy installs and garbage service...that's what you will get. Buy a dog and a gun! read more

ADT is a rip-off!!! They will continue to raise your rates the longer you stay with them. In 2016, the rate was $40 per month, and now is $70!!! UNBELIEVABLE!! read more

Customer service is the worst. No one calls you back & what ever happened to the customer being right. I am going to file complaints with BBB & will be rating your company as poor on yelp and where ever else I need to if this issue is not corrected. I have already spoke to 5 different people and nothing. I am on the phone with the Corporate office and seriously I think I am going to cancel my service. Like Comment Share read more

Poor customer support and long wait lines. Promises don't mean anything. Even written communications and chats with proof don't mean anything. Good bye ADT! read more

Do NOT, under any circumstances, choose this company's systems. I was sold on features which never worked properly and, due to contract, still had to pay them for a month after their system was ripped out and trashed. read more

I tried to cancel their services and they wanted to charge me 1000k. Then when I asked to speak to a supervisor the customer representative literally used a fake voice and pretended to be HIS OWN SUPERVISOR. When I called him out on it and told him I knew he was pretending, the call mysteriously disconnected. This company is absolutely unethical, and I'm now calling my local news station. DONT USE ADT. read more

If I could I would give it less than1 star. Their customers service is awful, and they charge for services they dont provide. I call to cancel my service because I was moving they never told me or explained to me that their policy is to give "30 day notice" in which even if you cancel prior to the end of cycle they will still rip you off and charge you for another month. Complete thieves and their monitoring is very expensive , other companies offer the same for a lot less,(ring,simple safe) I would definitely never do business with this company and I suggest you don't do it either. read more

We've been with ADT for a number of years. Had a system installed at our old house and never had any issue. When we were about to move, I called to discontinue service since we didn't have a new house yet. The account rep urged us to put the account on hold and call them back when we moved. He said we wouldn't have to pay another activation fee or sign a new contract. Big lie. We agree to a simple service with Pulse and a video doorbell. They said it would be $100 for the install and $200 for the video doorbell. We end up getting service for our new house and about 5 minutes after the tech left, ADT Pulse stopped working and the Video Doorbell wouldn't stop ringing all night. They uninstalled the doorbell the next day and said the charged would come off our bill. Bigger lie. It's been about 2 months and countless calls to the main line and the local branch and we're still getting charged the $200 for a doorbell we don't have. I've told my credit card company to reject the charges, but ADT puts it back on the bill. The local branch agrees we shouldn't be charged, credits our account, but then it gets put back on the next day. And since we were lied to about new contracts, they won't let us cancel our account without getting charged a penalty. Avoid this company at all costs! read more

A company that's supposed to protect your assets is conning you out of them. I signed up for the service and didn't like it, canceled after 2 days and didn't hear anything back. So I called again and was told that I didn't make the 3 day limit even though I called originally within the limit. Have the documentation in writing and waiting for them to put it on my credit so I can sue the hell out of them read more

Untrustworthy company ever! I have 3 buildings on my property, one of which is an office from which we run our business. We purchased our first security system outright from a company called Norco Alarms who wired everything into a building we were renting. Once our new building was built, we moved that system to our new building. Years later, Norco Alarms accounts were purchased by ADT. We had alarm systems in 2 larger buildings and called ADT to install a small system into our small two room office building. A few years later, we decided to use another monitoring company as ADTs customer service was poor. I called ADT to cancel and advised them to let me know when they would be picking up their small (1 door l, 2 window, 1 motion sensor system). Months go by, and we don't hear from them. Then one day, they show up unannounced and tell our brand new secretary they are there to check on the system. She gives them access, and they dismantle and leave with the entire older system that we purchased from Ron of Norco Alarms that included 4 doors, 5 windows, 4 motion sensors, keypad, horn- EVERYTHING from the wrong building. I was out of the office for only a few hours, but when I returned I saw they took our entire system without verifying which one was theirs. I called the police and made a police report. The police came out but played it down. They said to contact ADT and they will bring it back, reinstall it and take the correct one. I called the next business day to find out about our old system but was told it was disposed of. They refused to acknowledge that they made a mistake and took out the wrong system. I contacted the police and was advised that I needed to hire a lawyer and get a judgment against them. Crazy! Like I have 200,000.00 to flush down the toilet!! Don't trust this company- they are a bunch of crooks!! Found out later I wasn't the only one this has happened to! read more

Camera never works, I had to sign a contract for 3 years with them and my time is about up. I cannot wait to tell them I am done! My camera did not work since Halloween (now its December) when I had to get a new router for my wifi. Because of this the Wifi password changed and my camera couldn't connect. They came to fix it and charged me a trip charge of $59 that no one mentioned at all and $139 for labor, to reset the camera pw! Apparently it is not possible to change your own pw yourself. Then mysteriously 3 days later the camera would not connect at all. Walked through customer service call to no avail, walked through a tech call to no avail and then they said they had to send someone out. I told them someone was just at my house and charged me almost $200 to reset a pw. They assured me there would be no charge for this second trip. And guess what, the tech came, fixed the camera and left. Looked at my credit card a few days later and there was another $59 trip charge. The camera is so grainy it wouldn't help at all with any type of identification and it was over $300, and it collects condensation, so at night you cant see anything! In order to have any recording time they also make you buy an SVR that is also over $200. The equipment is crap, and they nickel and dime you for not much service as near as I can tell. I have read a lot of reviews and it seems ADT used to be decent 3-5 years ago but something has definitely changed! Save your money and go with Vivint for security and Ring for cameras, even Amazon sells some pretty decent cameras for less than $100. (I know why they make you sign a 3 year contract when no one else does, its because they know you wouldn't stay long otherwise) read more

I am very disappointed with the handling of their appointment bookings. I made an appointment one month ago for today and when I called to confirm their arrival time I found out that the appointment had been cancelled and I was not extended the courtesy of getting a call from them to inform me of the same. What is upsetting is that I had taken off from work. After all I think it's bad for business and a wasted the day for me! read more

This is by far the WORST company I have ever had service from. I signed my money away to the devil and didn't even know it. I was never made aware that I signed a deal for two years and the only way to get out of the contract is to pay $1500. ALSO the contract with a company called Safe Haven, let me tell you.....TRASH. That is the scam right there that the contract isn't event managed by ADT. Their customer service....is a TRASH BOX. They will not let you speak to a manager, as a manager I'm stunned. Never in years as working as a manager I have ever heard of such bullshit. ADT is a scam and on top of that they're preying on people. The fact that I have been on the phone with ADT & Safe Haven all day and they have not offered me any help. I have asked that my contract be canceled and the response is sorry you either pay or you stay in this contract for two years. It has to be legal what they're doing and how they're selling their products. I believe that I can get a class action lawsuit going. By the looks of it there is enough customers that would get behind a lawsuit. ADT should be ashamed as a whole company, you're preying on people with the way your company is selling stuff. Criminals is what ADT is and all these reviews prove that. If I can save anybody DONT PURCHASE anything from ADT. There are better options out there! Shame on you ADT for treating your customers like this. I will be reporting you to BBB. read more

The absolute worst. Go with anyone else. They charged us for multiple homes while living in one for over two years. They didn't fully refund what was charged. They continue to not close former accounts of houses we had moved from. It's impossible to get anyone to follow through. The company is just too large. We have spoken to more than 12 people since January in an effort to resolve this including emailing 4 different people and over 10 hours on the phone. read more

I should have read these reviews before I went through this horrible experience. I have only had the system for 3 months and now my camera isn't working. I was told that it was nothing they could do even though it is still under warranty. I was told to contact a third party. I pay for services from ADT every month and bought all these over priced items from them. I will be ending my contract ASAP. Please go elsewhere if you want better services read more

This is clearly a business model that preys on older people. They auto-bill and make cancellation very difficult, insisting it can't be done online, needs a verbal password (which we've never set up) Predatory and unfriendly, they make it easy to get in, impossible to leave. We're now waiting for a verbal password to be mailed to us, this is our second attempt: the first verbal password never arrived. So the billing continues. I told a rep we would stop payments from the bank, she said they'll send it to collections. Welcome to the future where if you want a vendor to end an exploitative financial arrangement, the vendor will threaten to ruin your credit. read more

Horrible business to work with. They lie and are very shady. If I could give 0 stars, I would. They don't even deserve one. I moved and wanted to cancel my service, but I was told I would have to pay almost $900 just to cancel. They told me to get out of paying the cancellation fee, I could transfer my service to my new address instead. I said fine, agreed to a new 3 year contract and guess what? They still charged my account $871 for the cancellation at my old address. I have contacted them multiple times for my money back and keep getting the run around. I finally got a refund notice in my email saying I would get my money back in "10 days". Well the 10th day, still no refund. I call and they tell me it should have read "10 business days". Fine, I give them till the 10th business day. Still no refund. I contact them again and they tell me I was given the wrong information and it could take up to 20 business days... They keep extending the timeframe and lying to me each time I call and I am over it. I filed a dispute with my bank for the original payment to get my money back from a very dishonest and shady company. Do not do business with ADT. They will steal from you the first chance they get. read more

I just spoke with an ADT rep and experienced the WORST customer service call ever. When the gentleman answered there was another phone in the background on speaker and women talking in the background. Very annoying!! On top of that, the man spoke very bad English so I could not understand him and had to continually asked him to repeat himself. To make the call even worse, there were screaming kids and a big dog with a very loud bark in the background! Very unprofessional! Sorely disappointed! read more

Do not even think about going with ADT! They are expensive, their equipment is so and so and they have the worst service I have ever experience! I have been trying to cancel my service for about an hour. It took 30 minutes to get someone on the phone. After asking me several questions she transferred me to someone else who proceeded to ask me the same questions and then hung up on me. I am still on hold waiting for someone to help me. read more

I've used ADT for decades now since they bought out the great company I had used for years. They were not as great but good for many years. When I upgraded a few years ago to add security cameras everything changed. They have sent out a couple extremely knowledgeable, courteous and professional people but the majority don't seem to have any training or experience in technical matters or professionalism. I am looking for another security company. read more

Today I spoke with customer service representative Caree Williams and was informed that I would have to pay $1500.00 to cancel services that I've only used for three months and I previously was led to believe that I had the flexibility to cancel before six months. I have no complaints with the monthly dues, it was more about the misleading and current equipment charges and for the lack of clarity in equippment costs.  I am appalled and dissappointed by the elusive and deceptive measures that are practised by ADT customer service representatives and technicians.  So now it appears that I have been robbed by the security company that was supposed to provide me security. read more

I would give zero if I could! ADT has been horrible from day one. I have tried since the day they installed the system IMPROPERLY to cancel them. I've been stuck for two years with an improperly installed useless system. The two years are FINALLY up and I have been trying for a week to cancel them. When they answer, I get the run around. You can't cancel on certain days of the week. They give you a "direct" line, but you have to go through multiple people answering the same questions. Then they disconnect you MULTIPLE TIMES!!! It is impossible to get out of this garbage company! DON'T EVER SIGN UP WITH THEM. WHAT A RIP-OFF!!!!!!! read more

Would give zero stars if possible, we own a small business and this is the second time the equipment has glitched and I am unable to arm my bar when I leave at night. First time it took them over a month to send a technician (and proceeded to call a day before and say they could not make it that day and couldn't tell us when a technician would be out) now I'm supposed to go a week without security in my bar at night but I'm still expected to pay the monthly "service" fee. Unbelievable. And good luck getting anyone on the phone to help. App is also useless even though I was told I could arm and disarm my system remotely. Terrible service. read more

WORST CUSTOMER SERVICE!!! I have been an ADT customer for more than 2 years and having such customer service is huge let down. Background: I have service plan added to my account for no cost where ADT will not charge my account for tech visit. I was given a word by account manager that the tech visit will be of no charge on my account. Issue: I have recently started receiving sensor errors and unpleasant beeps. I called customer service to help me troubleshoot. They tried but they were not successful so I requested for technician visit to resolve and troubleshoot the issue. The rep said it will a charge for the tech visit. I mentioned about the service plan and ADT account manager gave me a word on no charge tech visit. But ADT was not honoring their word and they said it will be $59 visit fee. Keeping the original issue of sensor error and unpleasant beeps I spent more than 5 hours to explain about the service plan and no tech visit fee. Both the issues are still not resolved. I feel I am cheated by ADT and I am super disappointed with ADT. Lesson learned: what you agree on please have it in writing from ADT rep. Do not rely on their word. They will say anything to make a sale. ADT Customer Relation department is also of no help. They keep on repeating the same thing over and over again like a parrot. Time to look for other security monitoring systems. I WOULD NOT RECOMMEND ADT. I WOULD RECOMMEND TO PAY FEW EXTRA BUCKS MONTHLY AND GET A BETTER SECURITY MONITORING SYSTEM. read more

ADT has cut my services and sent my account to collections without my knowledge due to non payment. This allegation is false. I have bank statements showing the dates and amounts that was paid to ADT services. When I called, they told me they hadn't received a payment since April, which is false. They then advised I was sent several notices to my email and home address. None of which were received. The rep, Diego, then advised that it was an error on their end and he would resolve the said balance with collections. The $4200 contract fee was waived but I was told their is a balance of $1667. I then called ADT back to inquire about the balance and was transferred to several people advising they were management and said I would need to speak back to the collection agency. I asked if a manager could call me back from ADT since the account should not be with collections. Juan called me the next day and after reading the notes advised HE would resolve it with the collections agency and return my call so I can give my banking information to reinstate my contract and continue my services. He called me back 30 mins later with the collection agent on the line, Annie. She advised the $4200 would be waived as well as a $2600 contract cancelation fee and I would need to pay $1700! I asked again if I could get a statement, since I've received no correspondence on this matter, and I would compare it to my bank statement. She stated my address, leaving out North Ave. I told her this is probably why I haven't received anything and she said "yeah, that is where it was sent. Check with your mail carrier" When I asked to speak to her manager, she advised he was on an urgent call and would give me a call back. I have yet to receive a call from the collection agency or ADT to resolve this matter. I also have not received ANY paperwork that I requested of the charges being owed. Diego from ADT also told me he saw the checks being received, but it wasn't from automatic payments. I've been a customer since 2012 and this is the worse experience I've had! I will be moving forward with legal action. read more

I have had the worst experience with ADT. They have the worst customer service I have ever experienced. Their salesman will lie to you yelling you one thing and then customer service tells you another. I spoke with 4 different people and every one of them speaks like a robot. They won't answer your question otherwise than what their computer screen tells them to say. I will be canceling my home and business service with them asap. Absolute crooks! read more

Called in today to cancel my service. First-person asked me why, my security code, address, and name. Told me she needs to transfer me to the cancellation department. Second-person asked me why, my security code, address, and name. A moment of silence. The call was transferred and a third person asked me why, my security code, address, name, and email. He then told me that he cannot cancel my service for another 30 days. I asked why. He couldn't give me a reason then asked me when I would like to cancel. I said right away. He said the best he can do is in two weeks. Really ADT ? For a company that makes 5+ Billion dollars annually, you can do better. read more

Very unprofessional and unproductive. I called numerous times and each representative had a different reason why I haven't seen my refund. No one takes proper notes. Representatives will call to tell you one thing and you call the next day to get clarification and no one recalls the phone call the day prior. When they make mistakes they are not willing to compensate you for their wrong doing. The will take an entire month to issue you a refund check and still take their monthly payment. They will not call to update you within 24 hours, instead you must constantly call them to get any updates. All you hear is, "I'm sorry I will try to get to the bottom of the matter," for about a month. My mortgage company doesn't want to hear I can't pay you this month because ADT accidentally took it after I signed a contract stating I was on the flex plan. Sorry read more

UPDATE: I emailed ADT as they asked and all they wanted to do is take my complaint offline to stop the negative press. They did absolutely nothing, read all the reviews and listen to the negative remarks, it is accurate. Go with Brinks Home Security, they are WAY better. read more

ADT customer service is unresponsive. My ADT portal is glitchy and does not connect to my security panel. It goes down about once a month and you cannot call customer service because they put you on hold for up to an hour. The chat function doesn't work either. This seems to be a recent decline in customer service. I've been having problems for about 3 months. I have been a customer for over 10 years and I used to be very happy. So much so that I purchased cameras for the price of over $3500 but since then, things have gone south. I would highly recommend going with another company. I'm searching for an alternative to switch over to as soon as possible. read more

If I could put a -100 stars I would. This company seeks to make money off people not reading their contracts. I made a mistake in signing up for service when I went through a terrible divorce. Within a week I realized my mistake and I didn't need their service. I asked to cancel and discovered I only had 3 days to decide to opt out and I was now stuck for over $3000 for 3 years. No matter the reason or tears cried they only want my money and have no sympathy or offer any exceptions to their contract terms. They are thieves and heartless people. On top of that each time I tried to call and cancel I was placed on hold for an hour or so. I was bounced around from the people who cancel to the accounting people to collect the remaining amount on my contract. DO NOT, I REPEAT, DO NOT SIGN UP FOR ADT SERVICE!!!!!!! read more

I have been a customer for OVER ten years but it was divided between two houses. I only now was informed every time you move - the contract starts over. Well I have been in the house I'm in now for 2 yrs and 10 months of the 3 yr contract. Yet, for the last year they have not provide the service I was paying for. When I finally gave up and moved on to a different provider they are now charging a early termination fee. DO NOT GO WITH ADT!!! Customer service is terrible, and the one time I truly needed the cops sent they had "a malfunction" and didn't get the breaking of a window even though I upgraded for that in my most recent house! read more

This was a really positive experience in my business. The installer was polite, patient with the old business building. Clean and on time. The system works very well. The only negative was in the sales. The sales person promised things that could not be done, but the installer made it right. read more