The main issue is that I have been paying for alarm monitoring services since 2023, which I have not received, and there is no record that my alarm was not operating as promised. This problem began after a 2023 system upgrade intended to ensure line monitoring. In early 2026, it was discovered that my monitoring had never been set up, a situation multiple representatives described as unprecedented. I have had alarm systems for over 35 years, and before 2022, Protection One provided my service. In April 2026, a technician visited. It was found that, despite payment, the equipment had not been installed, and the required parts or services were now unavailable. The proposed solution was for me to spend $1500 to install smoke detectors so my system would function, which confused me. Two separate inquiries later confirmed my concerns. Based on that representation, I repeatedly reached out to ADT. I audited my account and determined that I have been paying for this monitoring the entire time since 2023. I reached out to ADT repeatedly after 3 broken promises and a supervisor promised to call me back, but it never happened. Today, 1 actually called me. I was ultimately transferred to account management. 1 hr 30 min later Account management acknowledged the issues and offered an upgrade. I insisted that the question of charges for services I did not receive, starting in 2023, be resolved first. They indicated that ADT could not refund the fraudulently billed amount, then attempted to upsell me. When I insisted this was illegal, the representative told me to listen and began yelling. I have 38 hours documented detailing these unresolved concerns and illegal activity with ADT. All of the above is well documented and confirmed by multiple phone calls. DO NOT USE THIS COMPANY. COMPETENT CUSTOMER SERVICE IS NON-EXISTENT. What kind of company tells you they cannot refund the money they acknowledged they stole from you? read more

2 sales people came to the door offering a good deal for new homeowners. One was introduced as a trainee. We made an appointment and sat home waiting but they never showed up, never called to cancel or reschedule. Most of us would expect reliability from a security service, we will not be using them. read more

I got sooooo ripped off by this company. Never buy from them. They don't explain things properly. I'm roped into 5 years with no cancellation. Read the fine print folks. Save yourself thousands. read more

NO SHOW TWICE -Scheduled an appointment for a rep, Liz Leo to come to my home to review replacing a competitor's product. She sent a text saying she needed to cancel because of an emergency about an hour before our appointment. She called a few days later to reschedule. She failed to show again, without the courtesy of making up another emergency. Just no-show. read more

I had an issue with my alarm system going off at my business in early hours before I got there. I called them and asked if they had a different one that I needed possibly a new pad because I had ADT keypad for over 13 years. They constantly tried to sell me a new fancy one for $500. I told them I just needed it to work because the landlord had been getting complaints and told me to fix it asap. Even with a faulty alarm and management pushing me to fix it, they said it would be over a month no matter what. I waited that month and when the date came the weather was poor. I called to ensure they were still coming since my store was not open on that day. I was ensured before 5:00 pm with no window of time. I waited at my office for 6 hours only to get a call saying they could not make it that day. I was shocked, better yet they said it would be another 3 weeks until they could get to me. I couldn't take it anymore, I couldn't use my system because of the false alarms anyway, so I cancelled and went with another company. While waiting for the new alarm system. I had 4 days of adt hang up calls for whatever reason. To top it off before I got my new system my office got broken into and robbed, all because I couldn't get a new keypad. All I got to say is, F u ADT. I talk to many people daily and won't shy away from my experience with your company. read more

We've had ADT for 25 yrs until their service went to hell. We developed a problem with our system going off at all hours of the day or night and have had at least 12 to 15 service people out here. All of whom you wait hours for. None of them communicate with each other and none of them know what they are doing. Try getting through to customer service is a 45 to 60 minute wait to cancel your service and then you can expect a call from a 10-year-old you cannot even understand probably because he does not know what he is talking about. He slurs his speech speaks at the speed of light and is obviously hoping to confuse you. If this is who is going to be protecting you during a break and you would be better off protecting yourself. The service people are pathetic and now we are stuck with their hardware on our windows and walls. Thank God we have gone with a new company that I believe will give us protection. We've been being charged for three years at over $50 a month with no service And they were aware of this, and never refunded us the money. This company used to be reputable, but is now a scam, sadly, just like so many other companies. They send service people out here while I wait for hours for them to change batteries that I have changed myself then the one person that seems to know what he is doing does not leave any notes for the next person and second guy who comes in hit a few buttons and says we are OK . We hear the alarm going off all night, I only wish they could spend the night here and hear their wonderful alarm. It has cost me innumerable nights sleep while they frantically alarm that the kitchen window is open when it is firmly shut and locked. Whatever happened this company, they have gone to hell in a handbasket. If you want to wait for hours for a rude man to change the batteries that you have already changed, or get a call from a 10 year old setting up a time then by all means go with ADT. They are full of women who try to help and misogynist repairmen and have the worst phone tree known to man. Good luck. NEVER use this company. They charged us for over two years at over $50 a month when the going rate was $20 a month knowing that we were receiving no service during that time they will transfer you and transfer you and transfer you just so you don't know who you ever spoke to and the people they send out are absolutely uneducated in whatever they are supposed to be doing and act like because you are a woman you don't know how to change a battery. Seriously in the top three worst consumer experiences I have ever had and I have probably spent over 50 hours on this issue I would like my money back at my going rate for that and try to get through to someone on the phone said a whole day if not a week aside. Still waiting for a callback right now to finally end the account if they will ever do so before I file a fraud charge against them. read more

ADT is a complete joke. I've been bait and switched by this "security company" multiple times in the past year. I've been a customer for nearly 20 years. After my home was burglarized (when the system was active) they promised they would pay $500 towards my insurance deductible. This was a complete lie and they did not fulfill their promise. When I tried to rectify this issue they stopped responding to my calls and texts. Beware if you're dealing with District Area Manager, Simar Khataytu. He lied to me multiple times and then pulled a disappearing act. When my contract is up I'm going elsewhere. read more

I THINK THIS COMPANY SHOULD NO LONGER IN SERVICES. I am 30 yrs with them. I called in April 2023 to cancellation my service reason the communication alarm system never working. They fix & charged me the fee $98.98 without authorization, & withdraw from my credit card payment. I try called cancel department let I wait more than 2 hour on the phone line, disconnected .. I have to call again & again, so difficult to reach. After cancellation in a month later, they continue mail me a payment of June thru August, but current month are in May 22, 2023 I suggestion anyone should not go with ADT .... horrible customer service ...waste your times... read more

I've been with ADT for 28 years, and in the past several years, their tech support has devolved into useless. I'd bet the only way to get an English-speaking person at any hour is to call sales. They clearly want out of supporting their equipment and want everyone to figure it out themselves online. I'm in the market for a new company. This is not worth my time to speak to someone who I can barely understand for over an hour and my system STILL DOESN'T ARM. Do NOT get ADT unless you can fix problems on your own. read more

My company has used ADT security for 12 years . We have not used the service to it fullest lately so I called to pause our service. On the phone for over 30 minutes and was transferred at least 4 times . The last customer service person I was talking with to cancel our service was very rude and at one point started yelling at me because I did not understand what he was saying. That was it I was done , I told him to I was not answering anymore questions just cancel my account. Will never go back and will never recommend. read more

Worst customer service possible. Charged for services that I didn't have.Wait times of 45+ min with rare call backs. They continue to transfer you to a "specialist " 3-4 transferred calls, 1 1/2-3 hours later, still no solutions and end result of someone will call you back. It's an endless cycle of BS. I highly do not recommend. read more

Unethical billing practices. I cancelled my service via a their call center and also gave digital notice. They did not refund me the payment processed that day in addition to billing me again more than 30 days later. Do not sign up for this service as they disregard you cancelling and only wish to call you back with more save offers. **Edit After Response via YELP: I have emailed ADT over 8 times and I have not gotten a unique response from their team resolving my concern. I requested a refund the billing was posted on October 8th and it posted again on November 8th. I have also given my number for contact and the only call I received was for more save offers; not a resolution. read more

I have been with ADT since I got my first home in 1998. I also have them covering my business. They were a fantastic company. over the last two years they fell off a CLIFF. in the past month I have spent over 8 Hours+ on hold and talking to numerus customer service agents that basically know nothin.... Then transferring me from agent to agent. From being triple billed, old locations not being old still sitting as current location. New locations being disconnected.... charging my credit card $1144.00 and they couldn't tell me why. Equipment falling off the walls/windows. and them canceling the wrong locations... Yesterday I was feeling like I was finally getting some where and they where coming out to program the system today. They Just called canceling after they were to be here for the appointment. They told me to call back into the 800 number to reschedule. I asked to speak with upper management ad they will not transfer the call and hung up. The experience with ADT HAS BEEN TERRIBLE! All anyone including myself is give the customer what they signed up for and be accountable. I look at it this way.... I gave them 100% of my money.... I want 100% of the service! read more

Though I've been a customer for almost ten years, recently it's really hard to get through to customer service to repair some sensors. Often there are multiple hangups where the line goes dead. Then when one does get through, the reps haven't been at all helpful. It's almost like ADT doesn't seem to care much for customers or really want people's business. read more

I'm not sure how to adequately describe how bad the experience was but I will try. First came the 9 AM consult. at 9:15 I got a call saying that they were on the way. Not really a big fan of somebody letting me know that they are considerably late after they are already considerably late. The guy was kind of a jerk to me when I brought this up but he convinced me to still let him come over. He spent half of the time explaining their services and the other half trashing the competitors. I should've walked away at that point but I really wanted ADT because of their company rep and brand recognition, so I decided to go with them. One of the promises that was made was an early install date, one that would easily be pushed up from the 10 days out from what we scheduled. That never happened. But that was one of many issues. The install date finally arrived and they were supposed to be here at 8 AM with a call to confirm the day before and a call 30 minutes prior to arrival. Since neither of those calls happened, a bit after 8 AM I called them and they Said that my install was scheduled for between noon and 5 pm. I said no way, this was an 8 AM install. They put me on hold to speak to their scheduling department and I was on hold for 15 minutes before they finally came back and said some BS about how technicians called in sick so they had to push up my time. Even if this was true, they never called me to tell me about it. But there still was not the worst part of the experience. I let Brad, the sales rep dude, know that I was canceling the install. He went on a bit of a gaslighting tirade with me and refused to take responsibility for the fact that his company screwed up, he kept saying things like "you must've already had something else planned for your security because you canceled so easily" and other crap like that. After going back-and-forth with him several times, each time calmly explaining to him that the cancellation had nothing to do with me and everything to do with them, I finally had to tell him to stop contacting me. I called Vivint after cancelling with ADT and they were able to come same day, fair price, respectful reps. Full installation. read more

Hard to believe! What a complete waste of time and total lack of understanding for customer. First, the local phone number does not get answered by the local company or office. It routes you to a totally unprofessional yahoo in Alabama or other place on the far side of the US. They refuse to connect you to the local office unless they conduct an interview. JUST AN AMAZING WASTE OF TIME. Avoid them at all costs...it seems like they really want to go out of business. No concept of how to interact with customers. They score -5 on a scale of 0-100. read more

I can't believe how bad a business ADT does things. I ask for some prices and quotes, I want to know what I'm going to spend in the future for services so I have an idea to budget it out and the person I talked to was trying to FORCE someone to come to my house after I said several times. I DO NOT want an appointment. They kept bringing it up saying I have to have someone physically in my home or they can't do anything or tell me anything. So I just said no, I don't want anything further, no appointments nothing, because I was so turned off by the forceful attitude of the phone rep. So then why in the world, just a few days later, did you still SEND SOMEONE TO MY HOUSE. WHY ARE YOU TRYING TO FORCE YOUR WAY INTO MY HOME? You have horrible business by not even listening to your customers and just trying to take their money. I've had a couple family members say ADT has tried very similar things with them. I've never had adt and after this I'm definitely never going to choose them. read more

This is the most pathetic company. I was with them for 5 years Tje system cost me 7800 dollars for a house Year 1 through 3 was ok , marginal but ok The last 2 a joke System techs are slow or no show When they come I get false alarm charges that take months to clear.and then they put me in collection for 44 dollars after they short credit hundreds in false alarm charges and never even sent a notice Try calling them... 2 hr wait times unless you want to buy a system -10 is what they should be read more

What a complete waste of time! I thought customer service was supposed to be top priority. Not with this company. Just wasted over an hour of my time and I know when I call back Monday even more time it's going to be wasted. Terrible company that I absolutely cannot recommend read more

Had ADT come over to a rental to reconnect a previously installed security system. Service rep immediately started upselling me on unnecessary upgrades, despite the fact that I was only renting. Was told by the service rep that I had to purchase a new security panel and was presented with only one option, which required an "installation fee" even though the security system was already installed. I paid for the panel. After I paid, I was asked to sign a contract, with no explanation of contract terms. I asked what the contract term length was and was told 36 months. This was ridiculous considering my lease is for one year only. I explained this and was told I could just cancel the contract later (aside from the fact that this is not how contracts work, there was no explanation of termination fees, which after reading the other reviews, appear to be exorbitant). I continued to refuse and was presented with a cheaper panel option with no installation, which was not offered to me earlier. I declined and spent over two hours on the phone with customer service for a refund, being transferred to seven different departments and was eventually disconnected. After reading the other reviews, I feel extremely fortunate that I never started service with this company. read more

BUYER BEWARE: the "early" cancellation fee is HUGE. If you need to end a contract early, you pay 75% of the contract balance. I cancelled my system 3 years early because I was relocating. I moved to an apartment building with keyed access. I was charged $1,200 for the cancellation! Note: What's really upsetting is that I've been a customer for 15 years, at two different residences. ADT is *not* customer facing. They have a total disregard for customer loyalty. Had I ever needed an alarm system in the future, I would've gone with ADT. But now -- they've lost a customer for life. ------------- Ha - I just read Mazen's boilerplate response. I've been on hold for 45 minutes to "discuss further." They clearly have no intention of "discussing further." read more

ADT was extremely reliable for many years until recently. I scheduled an appointment for repair on Wednesday 10/2 between 12-5. Office called around 4 to say he was running late. Ok, just get here soon. They called again at 5:30 to say he couldn't make it due to a complicated appointment. Asked if they could reschedule for the next morning, October 3 from 8-12. I mistakenly assumed I would be a priority after waiting 5+ hours the day before. At 11:45 with no service tech and no call I called them and canceled. Monday 10/7 I called back to schedule (3rd time) a new appointment. We're on a maintenance plan and asked to have the fee waived. They agreed. Asked for an early morning appointment, not a four hour window. They finally arrived today almost on time and the alarm is repaired. Hire more tech repair people, ADT. read more

3 separate times I have had issues with ADT in the year we've had them. Never have I had someone from ADT who has actually been able to help, it's always I'm sorry and I'll have someone else call but we never receive a call and when we call they say there are no notes in the file. As far as I'm concerned they are a scam. Whenever a friend or family member asks if I recommend I say absolutely not. They are an awful company with 0 star customer service. Cannot wait until my contract is over to spend my money elsewhere. read more

We had ADT Security for 9 years, we finally decided to consolidate our home security with Xfinity home security. ADT was none to happy with this, they tried very hard to talk me out of termination of their services. We were only supposed to have to pay for one more month but ADT charged our credit card the entire next 12 months, over $400. When I called, they were not very helpful saying that the balance would eventually be refunded at an undetermined time. I would also say that over the nine years, the equipment in our house was high maintenance & required changing batteries often. When changing batteries on sensors & modules, the system usually needed resetting by their techs wich required home visits that took up my time not mention service fees. I highly recommend not using ADT security. read more

O8KGoAfter they put this hole in my wall they wanted almost $300 more than they told me that I needed. Now they're telling me that I have to get 3 estimates to get this fixed even though I have had a drywall guy that I have used for years when I had my business. Don't bother with this unethical business. They lied to me and they waited until they put this hole in my wall before they started talking about more money. Liars and people you can't trust. On top of this, I was told that the $99 plus tax that was required to get you to my house would only be a held until I gave you my 3 digit security code from the back of my card. But if was posted to my account and now this company did nothing except lie to me about everything. On top of this you called me telling me that my husband has to handle this. Wow, the audacity of your game. YOU TOOK MY MONEY AND WON'T EVER TALK TO ME YOU THIEVES. I should be paid for my time that you wasted your lack of integrity in your attempt to make this difficult and hopefully I'll go away and you can steal my hard earned money. Greedy people. Adt is allowing other companies to work under their shield so they don't have to be responsible when they rip you off. Well planned corporate scammers. This social media resolution specialist getting on Yelp to save their reputation is a joke. Dear Becky, you're screwed, as they laugh at you all the way to the bank with ill gotten money. Week later after double talk and still not getting anywhere with this con artist company. It's been past the 30 days that I was told that I would be getting a check for the damages to my house and I had to file a complaint with my bank to get my money back that they took that they claimed they were going to return. Apparently it's going to be the attorney general for my next step. DON'T WASTE YOUR TIME WITH THESE FRAUDULENT PEOPLE. Two companies working together to screw their customers out of as much money as they can. Beware of this FRAUDULENT COMPANY. read more

ADT Security Services - After they put this hole in my wall, they wanted almost $300 more than they originally told me. - Security Systems Near Me - Bothell, Washington

RUN do not walk!!! This is the WORST alarm company. Ultimate "bait and switch" artists. We had their consultant out who specified out our system. She was very young - maybe 20 years old. This to say I doubt she has much real-world experience in stuff like this. She walked our home and detached garage but seemed to not really get what we were asking her to provide. We had specific needs but she was just using some pre-built template. We never got a list of what devices we were getting or what was covered. She just huddled over her iPad fiddling with stuff. Then she was gone. Later we got a confused email with an attachment we couldn't read that supposedly outlined the equipment. No matter how many times I asked she refused to provide a readable list of gear. FINALLY after a couple more days she told us what she planned. $450 and $27.99 a month. OK fine. But then she told us that before we could read the contract, we had to write the check!!! Are you kidding me? I have to pay first, and only then get to read the terms of sale and actual materials list later? Who do they think they are?? I held my tongue and just paid the girl - we needed the system installed. It gets worse - the installer came out and after 10 minutes said "the equipment your sales rep quoted isn't enough to do the things you want so I'll need a check for another $457 and your monitoring will be $49 a month, not $27.99" This is outright BAIT AND SWITCH!! They should be investigated and made to stop this practice. How many times day I wonder do they essentially double their money with customers who don't have the sense to say no? We demanded our deposit back - she wasn't happy about that and I had to really push. Haven't seen the refund yet - she SAYS it's in the mail but we'll see. I'll believe it when I get it. NEVER AGAIN with this horrid company. We went with another company - sold us exactly what we needed, with a full price up front, lower monthly monitoring cost, and perfect installation. ADT is a bait and switch company. DO NOT USE THEM. read more

I literally moved across the street to new home with an already installed ADT system and asked them to turn off my old house and turn on new. But... I'm in a "custom home area" so someone has to come out, by appt, to check it out and tell me about more services (aka up sell). I've been a customer for decades! They checked with a manager who reinforced this idiocy and so tried to messenger silent someone and got ghosted. I can't even believe they would treat a long term loyal customer like this and impose such stupid inconvenience when am obviously in the midst of a move and don't have time for a door to door salesman. Thank Goodness I have XFinity cable/wi-fi so have an option that apparently wants me as a customer. I have no idea how some companies actually prevent the acquisition/retention of a customer. read more

Do not use ADT. Their customer service is the absolute worst. I called to cancel our service on January 6, 2020 but we still kept getting billed, even after I documented the conversation and was given a cancellation confirmation number. I called them back on February 24, 2020 to cancel again. This time they sent me an email confirming my cancellation as well as a confirmation number. I have just recently received bills and now a phone call telling me that my payment is late. It's not different than trying to quit a gym...the runaround, you get passed to different people and then mysteriously the phone disconnects (which is what just happened). Absolutely pathetic. read more

Matt Lundstrom with Safe Haven Security Services in Bellevue lied about multiple things when selling me the system, including: 1) I'd receive a $100 Visa card within 6-8 weeks of system installation. After many, many attempts to get it, they finally sent it over 9 weeks later. 2) There's no sales tax on ADT services in Washington. I asked for a 3-month credit ($50/month, $150 total) to compensate me for the additional out-of-pocket costs. They refused. The sales reps for Safe Haven Security Services in Bellevue not only lie about the Visa card/taxes, after the system is installed, they then refer you to the fine print in the contract they rushed you into signing that basically disavows any responsibility for ANY of the sales reps' promises. SO READ THE CONTRACT AND QUESTION THE SALES REPS ABOUT THE CONTRADICTIONS, BEFORE INSTALLATION. Their installers spend over 2 hours trying to hard-sell you things you don't want and then rush through installing the sensors, meaning they slip and fall off, setting off the alarm, terrifying the companion animals, and barring rearming of the system. They then take 5 days to fix the system. So, buyer beware. I will say, on the plus side, I like the system, when it's functioning properly. It's easy to use and seems to be reliable when the sensors are installed correctly. One thing Safe Haven Security Services in Bellevue doesn't tell you is they're just independent contractors and you can buy the system directly from ADT without all the lies and problems. Or that, 13 months after you sign with them to install the system, ADT will buy your contract from them, and you won't have to deal with them anymore. I'm counting down the months. read more

I as well should have read reviews before going with adt. I went with adt because they were the only security company I know. Unfortunately I now know there's plenty of quality security systems to go with. I wasn't explained the upfront charges debited out of my account. Wasn't explained how to receive the $100 gift card, you only have 30 days to redeem and the require a $4.95 check enclosed to receive the gift card as well. Also the installer had a different order sheet which resulted in a hole in my wall. Very disappointed in the company, I expected quality read more

The ULTIMATE BAIT AND SWITCH. get their flyer offering ADT service for $27.99 a month. THEN THE SALES REP/Installer shows up and says OH YEAH THE MONITORING IS POSSIBLY AVAILABLE FOR $27.99. But the equipment you need for the monitor to work is $10 000.00 Haha. Oh yeah you get a $2,000.00 credit from ADT but the equipment that allows would not really make your home secure and oh by the way the $27.99 monitoring service does not work when you power is out/cut or your phone line Is Out/cut. To get real service you have to have a cell connection ton and monitoring a cell connection is $58.00 another (please tell me how the monitor on a cell phone is any different from a land line costwise--- Super scam artists. Avoid them at all cost. GO with a local provider who is affiliated with a national monitoring group. Had one of those before and the customer attention was great and the monitoring was great. read more

Horrifying. The salesperson promised us specific items. The company installed antiquated Broadview equipment (ADT bought Broadview and is phasing out the old equipment). When we realized we got older, soon to be outdated equipment rather than the new "pulse" system advertised online, we demanded we receive what we'd originally asked for and been promised - and paid for. ADT canceled our service without notice to us although we never signed the request for cancelation. The customer service number folks say we must deal with the local office. The local office said we have to deal with the salesman. The salesman (who, remember, promised us an ADT system but arranged for the installation of the old Broadview system in the first place) has not returned our calls. We've left 8 messages. This is the singular worst customer service experience ever. I'm reporting them to the Better Business Bureau and the AG's office. Avoid ADT, salesman Wally, manager Jensen, and ADT in general. There are few home alarm service options, and it's appalling that we are being jerked around like this when we are just trying to protect our home. Mind you, it's not that we don't want to pay. We paid more than the estimate. And the upgrade to the system we'd originally asked for would have cost more - which we would pay. But at this point we can't get anyone there to even talk to us. Do they not want our business? Is business really so good they can basically tell us to go f*** ourselves by refusing to correct the system, and give us what we're willing to pay for? read more

The salesperson who came to my door yesterday threatened me, said he hoped my home got broken into, and screamed obscenities at me when I told him I wasn't interested in his product. Given the reviews here I can only assume he was terribly frustrated at his lack of sales. Trying to discuss this incident with anyone at ADT who gives a damn was a joke. I was in fact given fake 'complaint line' numbers - not once, but two different numbers by two different customer service people. Which leads me to believe it's a standard practice for handling complaints. Stay away from these clowns. read more

We bought a new house and adp arrived at 8pm at our door sayin that the original home owner had security so we needed it too. After some thought I decided we couldn't afford high prices and just didn't want it. They stalked our family telling us that we had to buy from them and because we weren't going with them that too bad now your house is going to get broken into and because we have a dog the Bulgars are going to burn my house down to make sure the dog dies too. THEN AFTER THAT their Regional manager called "shocked" that we didn't want to shop with them and that they have never ever had anyone tell them no! Ok, you scared my family and dog and newborn son saying too bad now your house is gonna get burned down and you continued to call me and come to my house non stop. I cannot believe this company is in business still and that people actually use them to protect their home STAY AS FAR AWAY AS YOU CAN!!!! read more

Avoid this company if you only can - after a new installation there is no heat in the house for *over a month* . I have been a Protection1 customer for 25+ years and decided to upgrade the system and add cameras. Big mistake. The techs didn't install everything they should and didn't properly test the system. The thermostat was improperly connected, which effectively broke my A/C. Their customer service cannot schedule a quick service visit to fix what they broke. When they arrange a visit, a tech does not show up. There were about six appointments , with a tech showing once, to say the thermostat needs replacement. Afer more cancelled appointments, I was told this was their highest priority and somebody would come the same morning. They didn't. Nor the next day. Then, "it would be treated as emergency" - with an appointment scheduled in two weeks! I escalated to a manager, and they said they would come in a week! Supposedly missing a part - after scheduling it several times before. I am a senior and have no heating in the house for 5 weeks now. I have 63-65 F in the house. This is in the Seattle area. Their customer service is very, very poor. Some of their customer service reps are trying to be helpful, but some are simply take-it-or-leave-it, stop bothering me. After all these encounters, it feels like the customer reps are powerless and it's just a lip service, to hide the fact that they cannot make a tech to come when they say they would come. I am still waiting for the fix. read more

Follow up. ADT sent me the contract - I am still upset that it took so long and repeated follow ups to get a simple document. I am still leaving ADT. Their services are overpriced compared to the competition. -- We were ADT customers since 2010 and recently decided to cancel our monitoring and move to AT&T. We were told we owed $200+ in early termination fees even though we have been with ADT for almost 6 years. We requested ADT several times to provide the contract which has our signature that shows us bound to any such ridiculous contract term. Till date ADT has not provided a copy of any such contract but keeps sending letters saying they will charge an early termination fees. If ADT charges any early termination fees on our credit card then we will be forced to dispute it with our credit card company. I am also posting this on FB and Yelp for record. Thank you. read more

Unfortunately, there are not negative numbers to rate this organization. After arranging for what was to be an upgrade to a existing security camera system from ADT that had such low resolution that neither license plates nor faces could be detected, only the actions taken. Unfortunately, the system that they installed March 2021 was little better, it was possible to detect a license # on zoom on the monitor, but the wireless app had such low resolution that it just pixelated in zoom mode. So, the wired monitor was the only source for any detail, but it was so poorly designed that even the installer could not figure out how to use it. Fortunately, the contract allowed cancellation within 3 business days, which we exercised per their instructions. However after more than a week we had heard nothing. Calling customer service, they had no record of it. Turns out internally they had misrouted it to an incorrect department who couldn't be bothered to find out where it belonged and just ignored it. But we did get removal of the equipment scheduled. However, those technicians failed to report to anyone at ADT that they had completed the removal. So after two or three more calls, a very nice local manager from a different location, tracked it down and referred the cancellation for approval. But then the credit was issued to our ADT account, not to the credit card on which it was charged, without any indication that that is what happened. So it took several more calls to have them "promise" us that the credit would be transferred to our card in another week. So we are at 6 weeks and counting without seeing our money back. Horrible quality of the equipment and system and worse customer service. read more

I totally agree with the reviews here. There is a reason ADT advertises so much and peppers people with their "offers". They are horrible - one of the worst companies I have ever done business with. They have no interest in keeping their customers happy. I think they figure that if they keep suckering in more people they don't have to bother with the ones they have. Oddly enough I had their service without complaint for many years. But when I moved the problems started - charging me more than I was told I owed, double charging my credit card, trying to make me pay for a service call to replace defective equipment that had been installed the previous week and on and on. Finally I cancelled my service and they told me I owe them almost $600 to cancel. Now we are battling through a collection agency and I have filed complaints with BBB and the WA attorney general's office. DON'T MAKE THE SAME MISTAKE I DID!! read more

Wow, these guys... I've never seen such horrendous service from all sides of a company before, especially one whose motto is "Always There." We have been under our ADT contract for about a month now, and though we have made repeated efforts to get them to come out and fix their shoddy workmanship, it just doesn't seem to be something this company can do. Where to begin? Our camera, which works well enough, was not wired in to our electrical system as is the standard. The technician just plugged it into an outside outlet. So hey, if you guys want to come over and take our stuff, just be sure to unplug the camera first so you don't get caught on film. He also taped all the sensors to the screens with electrical tape. A couple weeks in, and they are all peeling off from their own weight. The technician showed up three hours late to perform his services the first time we scheduled it. The second time, he didn't show up at all. The third time, he was two hours late and didn't didn't have the masonry bit for his drill to install our camera, so he left. Contacting the customer service department helped greatly. They were "very sorry" for our situation, and offered the help of a phone number to call and complain to. Today I got an email telling me they hoped we were satisfied with our service, and that they assumed our problems were fixed. The CSR who emailed said he would be happy to help in any way possible. So I emailed back immediately to ask for his help in getting someone out to fix the problem. Crickets...7 hours later, here I sit, wondering at what point I just call the better business bureau to get out of this ridiculous three year contract. Always There, right? read more

We'll see how the system works, but getting it installed and on line was a nightmare. The installer had to come twice (he was very friendly, and on time - I'll give them that!), and then we had a whole series of issues with the connection, with the home office asking the installer questions he had never heard before, me getting calls asking questions I didn't understand and then being put on hold... It may be a good system once it is finally working, but if I had known how complicated and uphill it would all be, I'd have gone elsewhere. During installation, the technician had to "call home" FOUR times to finish installation, and had to ask fr my credit care each time. Does anyone know what they're doing? And just TRY calling them. Your call is very important to them, but please wait till an operator has the time... ADT people need some SERIOUS training. read more