Worst Customer Service ever! I set up an appointment with ADT to come out to my house to submit a price to upgrade my existing exterior security cameras and adding additional cameras. They missed the appointment and never showed up. When I called the main number of ADT, after waiting on hold for 10 minutes, I was shuttled around to 4 different departments - each one said it wasnt their part of the business. When I finally got to the installationand scheduling department, they wouldnt give me the local office's phone number. They said they texted the technician, but no one ever followed up with me by phone or email. i have been a customer of ADT for 30 years. Maybe not much longer! Based on the other one star ratings i see, it appears that this is their norm. They promise and do not deliver. read more

Misled Into $5,000 Loan Without Full Disclosure -- Ongoing Dispute I'm extremely disappointed with my experience with ADT. I was quoted a total cost of $1,103.33 for my security system, and I paid $663 upfront. And itemized list of equipment installed and the total. Later i find out it was not a complete list of equipment nor was it the correct total. At no point was I told that I was being signed up for a $5,000 loan through a third-party lender or that the system would cost over $7k, and I was never shown a complete contract during installation. The technician had me sign documents with no clear breakdown, and the actual contract was only emailed after the fact -- showing a loan and total much higher than what I agreed to. When I brought this to ADT's attention, I spoke with both a sales rep and a technician who reviewed my equipment list and confirmed that what I received does not add up to $5,000. Despite this, ADT has been unwilling to fix the issue. I've now filed formal complaints with the Better Business Bureau, the Consumer Financial Protection Bureau (CFPB), the FTC, and the Pennsylvania Attorney General's office. I'm posting this review to warn others: make sure you are shown the full contract up front and know whether you're signing up for a loan. I feel deceived and financially trapped. ADT needs to take accountability and stop these misleading practices. read more

Refuses to respond to bbb complaint. "Escalated" several times but simply never heard back. Certified letter means nothing, they won't respond. Customer support agents will make vague threats. Technicians will vape in your house when they think you're not around. Equipment doesn't work. They switched the contract from one year to five...we have a year lease...why would we sign that??? The cost was inflated by a greedy salesman who wanted higher commission. They will never respond past a single email or conversation. Edit:thanks for your meaningless automated response that you even give to good reviews. read more

ADT Security Services - Security Systems Near Me - Gaithersburg, Maryland

ADT has kept me on the phone for over an hour! I've had to call back. I'm exhausted from the poor customer service. I called in the beginning inquiring about a more competitive rate. I was transferred to sales who, in my opinion was unable to offer me a competitive rate. I than asked to be transferred so that I could get the 31.99 rate I had been quoted by the previous call. The rate didn't include taxes. I was transferred to Technical Support and I don't know how a rate reduction has anything to do with them. I've been given the run around and I'm quite upset. I went on a merry go round of being transferred from one department to another. The customer service is inept. It was a nightmare. In the end I wasn't able to get the lower rate. I even tried cancelling my service but wasn't able to do so. I'm fed up. Is this a reflection of what customer service is as transitioning to Artificial Intelligence takes over? At this point AI may be an improvement. Disappointed and Unhappy Customer read more

I can't believe all the poor reviews here. we switched to ADT from our previous carrier and have been nothing but pleased. The man who installed the cameras worked tirelessly and did a great job. A few days later our security system installers arrived to make the switch from our old system. Rolando & Edmund were great, no chit chat between them, no wasting time. They worked continuously to get us up & running (even knowing each had an hour's trip back home from here). We've had a few questions and upon calling, the representative was easy to understand and was very helpful. After comparing our experience with others on this site, I guess it's true...you're only as good as your employees and so far we've gotten some of their best. read more

ADT is a total rip off, i wouldn't ever use them again. After several years of their crappy service ( outside camera didn t work, they couldn't figure out how to do a doorbell camera, etc) we called and cancelled their service. After accepting our final check they then billed us another half month when they provided no service and then sent us to a collections agency. The collections agency insisted it was because ADT billed in arrears but we had the bills to show they billed in advance. ADTs customer service rep said the person who accepted our last check should have told us about the extra charge (there was no notice on the bill) and apologized and then pointed to supposed fine print over the phone in their contract from years to keep the extra money saying we needed to give ADT thirty days advance notice to cancel. None of that was in the bills they sent. What a rip-off. Post review read more

Terrible customer service, alarm goes off sporadically in the middle of the night, the company makes it extremely difficult to cancel the service. 100% don't recommend! read more

ADT is awful. Do not use ADT. Their customer service is nonexistent. My system hasn't worked properly since February, and I am writing this in October. Then I was stood up twice by their technicians. They will screw you with a smile. read more

When I moved into my place, I needed home security. It already had their system installed. I needed the services to be activated and upgraded. First tech came seem decent not the sharpest tool in the shed and made a mess in my house. Apparently he didn't do a good job. A week later, I get a lovely visit from Moco police and fire. I had a faulty window sensor that triggered the alarms. Another time, when I set my alarm. The alarm was triggered when I was sleeping. Customer service is a joke. Their time commitment is worse then Comcast. After 3 faulty alarm issues I was DONE!!! 2 stars basically because their monitors are good and the medical alert necklaces too. Avoid this company. Products are good but the service is awful. read more

I first signed up with ADT in 2017. The technician who came to install the equipment complained that he was underpaid and didn't want to be at work *the entire time,* and then drilled through a massive electrical wire that knocked out power to half my house. Even though I watched him do this, and saw the power go, he said it wasn't him. The electrician who came out to repair the damage confirmed that yes, the power was cut when someone drilled through the wire. I had to get an emergency electrician out, after hours on a Friday. It cost me a ton of $$ and ADT was AWFUL about reimbursement, it took months. The other tech who came out to set up the computer system left one of my windows unlocked, and I had a break-in through that window a few days later. The intruder locked my dog in a room and there was blood on the floor, it was *horrifying.* When I called him the tech out on leaving my window unlocked, he said he wouldn't have done that. Except he did. The lack of accountability is disgusting and inexcusable. ADT's customer service is absolute TRASH, and refused to refund my money on the equipment and let me out of my contract despite these issues in the first week of their service. I held onto them because the fee was so high and I'd already paid for the equipment, and when the contract expired, we were in the beginning of the pandemic, so I was stuck with them or nothing because I didn't want to risk strangers in my house for 8+ hours to set things up, 2-3 days in a row. That's how long it took them to set up the equipment. The equipment constantly failed and sent false alarms to the police, and I was charged each time. ADT refused to pay, even though they have a "false alarms" division for this very reason. This week, my carbon monoxide alarm kept going off. The first rep I spoke to said to get a new battery. It took a few days to arrive, and when I put it in and was troubleshooting with a tech on the phone, the fire dept came banging on my door. The IDIOTS at ADT didn't stop the trouble signal, even as I was on the phone with them to repair their trash equipment. Well, turns out that monitor is expired, and they need to send a tech out to replace it. Ok. They said they'd send someone in a week. In the meantime, the base alarm keeps going off at random, every 15-60 minutes, for days, saying that the monoxide detector is offline, and that a different battery needs to be replaced. I got you, except ADT won't allow customers to fix this themselves, they have to have a tech do it. So what are we supposed to do for the 1 week+ it typically takes to get someone out here?? Just have an alarm going off every 10 minutes? Customer service is no help, so I called to cancel. They hung up on me when I tried to cancel, and when I got someone, she said she would take care of the multiple issues. Surprise, she DIDN'T, and my alarm was still constantly going off. Last nigh, it went off every 10-15 minutes, and customer service was no help the 5+ times I called them. I called in around 5am absolutely SCREAMING because I'd had enough, and lo and behold, that customer service rep was able to stop the beeping and cancel my service. Not sleeping for nearly a week, dealing with incompetent reps, and being woken up in a terror by a loud beep sent me over the edge, and I absolutely *hate* that when I called in and was polite, they treated me like trash and told me they couldn't help me- but when I went full Karen due to frustration and a week of sleep deprivation, they resolved the issue within minutes. STAY FAR AWAY FROM THIS COMPANY, especially the Gaithersburg branch. read more

This company is not worth the money at all. my system has been hacked several times. My system has sensors have been bypassed, and the person has been able to enter my home. My camera has also been hacked through my WiFi, and the same person has been able to blacken my screen. I feel caught into a horrible situation in which I will have to stay in this contract for three more years. I hate this system read more

These folks have installed an upgrade to my system which hasn't worked yet. First install failed within days. Second install failed within minutes of the technician installing. Third installer never showed up. Fourth installer called today and was running behind. They wanted me to wait another 3 hours for him to show up. Rescheduled as I had another place to be this evening. Interviewing new alarm companies as I have had brinks/adt for 27 years and they are now unreliable and not worth the monthly fee. Just received a request from adt for info to look into issue. To litgle too late. Bye bye ADT read more

To be fair, I don't know which of the ADT location was associated with my account, but I cannot tell you of my overall disappointment with the companies services. I finally had to go with ATnT it was so bad . read more

Worst customer service ever. I've moved after 20 years of service from them, not getting security in my new place. Chat won't let you cancel it, they force you through a phone tree where the wait is once 51 minutes, then 56 minutes, then 57 minutes, then after a week of trying, but getting cut off by phone trees finally succeeding in canceling my service I asked for a refund because they charged me the day we closed on our house even though I changed the expiration date of my credit card because the system wouldn't let me delete it. They charged me a day early and somehow hijacked the credit card expiration date. The song they play on the phone tree has a melody that repeats literally every four seconds, then after enduring this torture for 30 minutes, it cuts me off, wasting all this punishment. ADT HATES its customers or why else would they treat them this way. I will never get their services again read more

on the chat line for three techs. all 3 apparently can not read and. was bumped off twice. service sucks do not commit to A DT. go to Ring instead read more

I have called ADT at least 6 times for the past 5 months, each time to cancel the service. After waiting on the line 30 minutes each call I'm told that the account will be cancelled. how we, I continue to receive bills even though my alarm has been inactive since august. Last time I called I was told the cancellation had never been "finalized" and now it would be. And now I received a collections notice. This has been a complete fiasco. I would discourage strongly the use of ADT alarm services. read more

My system does not work and I can't reach anyone for help so don't use this company .My has all new parts has not worked in 3 months and still another month before they can look at it WHAT a SHAME read more

Bad business practices is the best indentation I can give ADT. Five year customer, and because we've sold our home, and haven't found another one yet, their charging for remaining contract. $914.00 and some change, not willing to work with us at all on anything. But I'm going to pay them every cent I owe them. But you can bet your ass that every chance I get I'm going to give them a bad review. I will never recommend them to anyone on any level for home security. I don't appreciate their lack of compassion, understanding, & compromise. I'm my opinion that is bad business practice. Because without customers ADT has no business! read more

Wow, just Wow - Tech visited in Dec Installed two circuits to three new doors, replaced my main panel, added new battery for back-up and a new router - Total bill around $400.....Service has not worked since he left - Tried to get a tech back, eventually stopped my auto pay - Then there AP department started calling me.....They tried three times to connect me to sales/service..Twice was placed on hold for more than 30 minutes....Supposedly they cancelled my account - Would you pay the bill ADT? for NO SERVICE.....Reached out to their Chief Customer Officer - Jamie Haenggi I will keep you posted. read more

I got bamboozled into upgrading my alarming system after what I originally asked for couldn't be done because the information given to me was incorrect..I even paid a $100 down pymt (which I still have NOT been refunded back for that either) so while they were there that's when they explained to me about the upgrade.(thus happen in mid July btw).. I got the upgrade last thur on the 4th after they had the reschedule my original appt...the tech installed the new pad, explained everything to me and left (oh yea! I paid $100 down pymt on that too)..the tech left, not even 24hr later the system crashed, completely black.. called customer service, she and I tried to rest it and nothing.. they rescheduled a new tech to come out today (which he was late btw) he told me the last tech installed it incorrectly, the wires were crossed and could have fried the system and possibly start a fire. I called for a credit for my inconvenience and having to leave my house unsecured for a week, maybe be compensated with a key-fob. They gave me $14 (really). I asked about a key fob with the original tech, he told me a price and they would not have to come back out and I be charged to be programed.. when I called today for my compensation they said to order a key for there's a fee to have them come back.. this is very upsetting and my life was in danger not from lack of security, but also from faulty installation and think I'm worth more than $14. Plz contact me..with a solution.. Thx..Ms. Atkinson read more

Another swing and a huge miss by a highly unreliable company with long hold times and longer wait times for service appointments that are cancelled the minute they are supposed to arrive and rescheduled by auto text without a courtesy call to apologize for the inconvenience and ask when would be a good time to reschedule. Just an auto text telling me it's cancelled after a month of waiting and telling me when they supposedly will come again. Mind you this is about the 6th time they have needed to come here because their equipment is crap and fails and they don't repair properly. Then I live with failed equipment while I pay like it's all working fully. Do yourself a big favor and don't walk away from ADT...RUN AWAY. read more

ADT has its ratings for a reason. Go elsewhere. They are unreliable for anything but taking your money and getting you into a long term contract. They can't even keep their systems from beeping and waking me up at all hours and then cancelling their appointments last minute and rescheduling without my knowledge or consent or input. Do yourself a favor and buy a dog or find a local company or anybody but ADT read more

Under bid to get the customer, then admitted that we needed more equipment. Their equipment has failed multiple times, which requires that I stay home from work to wait for them. They have not shown up for appointments several times. The tech said ADT purposely overbooks them so that they can rarely make all their appointments in the promised time. Considering the multiple failures of equipment and service, I would never use them. read more

Haha! I've escalated my services with ADT, you know when a corporate company is horrible when they delete your complaints. 1. Took 5 times for them to properly install 2. Technicians are rude 3. Sales rep lies 4. Escalation show no sincere empathy to you 5. I've called and had 2 technicians come out to resolve my alarm going off randomly (get multiple calls a day for alarm failure, and then had the fire alarm go off- which they accused us of course) 6. It's been over a month and can't even use my alarm system properly 7. The technicians accuse you for the alarm having problems 8. They only care about your money. 9. They can't own up to their mistakes and allow criticism to be on there page, then you would end up signing for their services without true and honest recommendations. 10 ADT sucks. read more

My client scheduled an ADT salesperson to meet them at a house they were purchasing. The salesperson never showed up for the appointment. My client was on hold for over 45 minutes before they could get through to a human being. They had no idea why he didn't show up and "couldn't reach him". So she rescheduled for another day and asked for a different sales rep. The next scheduled appoitment; that sales rep never showed up again! We waited hours both times and nothing! A complete fail in terms of customer service. read more

This company is terrible!!! I have ADT for over a year and one of their pieces of equipment went on the fritz. The C/S rep told me to try to open the monitoring device, the damn thing broke! I am waiting for a technician to come by (for $25). I am moving from one house to another and contacted ADT to have the system moved. ADT WANTED TO CHECK MY WIFE'S CREDIT! ADT WILL NOT PROVIDE SERVICE UNLESS THEY CHECK YOUR CREDIT SCORE AND HAVE GOOD CREDIT! I called the customer service for ADT and they said it was a common practice and blamed it on the authorized dealers. The C/S rep dis not care. I also inquired about USAA member discount. It was for corporate accounts !!!! ADT SUCKS! Use someone else!!!!! read more

No one need ADT. I was unhappy with my services and the long contract set with ADT. ADT was increasing my monthly payment after two years with them. My neighborhood is very safe so I don't need ADT anymore. I decided to cancelled the services. I cancelled my service 10/14/2019 in 30 days ADT took me to the collection agency with no notification or even a letter to me informed to make a payment. I was not able to paid $468.02, especially since the alarm is no longer on. I called ADT 11/15/2019 and have $156.00 taken out my account until I paid then off. This stupid, dumb alarm system ADT took me to collection and every day the collections agency called me asking for payment even though I am on her payment arrangement with them. They are not to be trusted, they are not. Go with another alarm system who cares for their customers. read more

I wish I had read these reviews before I got ADT. This is absolutely the worst company to get a home security system from. Beware when they come to install service at your house. Make SURE you ask if anything is costing you extra. These people lied to us and didn't mention once that they were going to charge us more and I mean $272 dollars more for the "upgrades". As a matter of fact, they didn't even tell us they were installing "upgrades"! I tried to call to downgrade my services and they have me a time of 10am-2pm. The technician calls me at 12:30 and says he can't make it till 4 or 5. At that point I had had it with this bs company. So I wanted to cancel. Little did I know I would get transferred twice and STILL not be able to cancel that day because I have to wait 24-48 hours for someone to call me back. The company overall is a piece of crap. They make you call customer service and then you get transferred three times to have someone with an attitude tell you that they can't help you. I can't wait to get rid of their services and I'm still waiting for my phone call to cancel. I called on Saturday and it's Tuesday. So much for "48 hours". read more

The worst service. After you are signed in any issue or false alarm is your problem and you pay for service. LOOK FOR OTHER SECURITY COMPANY. read more

Today Mr. Joe Donnon, an ADT Technician with the Gaithersburg office, came to our home to conduct a switchover from the older ADT we had that was connected to a landline, to a new wireless system. He completed the job in a pleasant, highly professional and extremely efficient manner. He showed us how to use the new system, and set everything up PERFECTLY. Mr. Joe Donnon is a credit to ADT. We have been customers since 2012 and have been pleased with all our reps, and the only issue we ever had was a few years ago, when a sensor went bad -- but we were helped immediately at that time. I read poor reviews and am so surprised because in 8 years ADT has not disappointed. And having spent the last couple of hours with Mr. Donnon, we are even more pleased. Thank you. read more

The ABSOLUTE WORST! If you get a sales man names Aaron Fowler run for the hills. I literally had to cancel my appointment as he installation man was in route. He lied about what I was obligated to do he never communicated with the installer to tell him I need a walk through before anything was done. The installer called me sounding shocked about all this. The way Aaron Fowler handled this entire deal was completely unprofessional and I will never do business with ADT and I will make sure to tell everyone to stay away from them!!!!! Any company that wants you to sign a 3 year contract is trash. They do that because they know you'll want to leave as soon as you sign the contract. If I could give them -0 stars I would. So happy I cancelled and didn't go with them. STAY AWAY FROM ADT!!!!!!! read more

Alarm Service Fine - BUT - Do NOT get their video doorbell We have had our ADT system in Bethesda for 20+ yrs. About six months ago, we finally upgraded to a touch-screen keypad, and they did it for free bc we had been with them for so many years, including ADT video doorbells - kudos to ADT. HOWEVER - in spite of the relatively AWESOME alarm service we have had over the years with ADT (keep an eye on your monthly bill, like everything - it will increase if you don't pay attention) their video doorbells are THE WORST. The tech even told me - ADT used to use Ring video doorbells and had almost no problems, but then some GENIUS in corporate decided that ADT should have its OWN branded doorbell. Rather than just pay RING to put an ADT sticker on it (hello, "Kenmore" any one?), they built their own. It's more like a windchime - it just pings/gongs at random moments - no logical reason, I will just be sitting on the front deck and BONG, BONG...craziness. I even had an electrician come in to assess/fix the wiring. In the process of getting them removed. Too bad. They are a real blemish on an otherwise excellent corporate brand. read more

I called to get a quote, well I got that and much more. I felt bullied on the phone after they tried to get my SS# for a credit check. The person on the phone refused to accept that i wanted to shop around. He insisted on using the crime in my area against me to make me feel vulnerable. He even stated that I could check all the other second rate companies out there but they are number 1. After trying to get my info several times i stated that i was going to shop around no matter what and he said, I wish you luck good bye... Well I did shop around and read all the complaints about ADT and i did see that they were not rated number 1. read more

I find the need to write to express my concern over the level of service I am receiving, after being a customer for almost 13 years. I have always had good experiences until now. As another person commented, when you call, it is now a good five mins. or more, before you speak with someone. My saga: 10 July 2012: Tech had to come because the top portion of my key fob fell off and was lost. He installed two new key fobs (OK). 12 July 2012: My one of my zones started saying check - replaced battery and did all testing and it still said check, so called for service. Was told tech could come on the 16th, which left my zone unprotected the entire time! 16 July 2012: Tech comes and replaces the sensor of broken zone; leaves. All seemed well until I went to leave and tried to arm my alarm. It would not arm! When I looked at the panel, it was showing two other zones which were my brand new key fobs - neither of which would work now. In addition, later that evening another zone was saying check!! Replace battery and still said check. Called and was told a tech could come on the 20th!!! After many calls back (from me) and my anger rising, I was finally given an appointment for 18 July! 18 July 2012: Tech comes and starts diagnosing, tells me just about all of my zones are NOT showing in his system - SAY WHAT?! We did not know if the previous tech had somehow made things screwy, or it was a system issue. Poor guy was here for 3.5 hours reprogramming the entire system. He was WONDERFUL and stayed calm. All was well.................until.................... 19 July 2012: My system started going haywire at around 06:00!! All zones saying check. Had to called and lady explained to me how to disarm my system; done. She then transferred me to the scheduling department because her earliest appointment was the 24th!! Talked to scheduling and they too, could not schedule until the 24th. WTF! So here I sit, totally unprotected. I am shocked that they cannot schedule an urgent call!! I live in an area that has recently had multiple break-ins, and I am on the ground floor. Should something happen, I'll sue the hell out of them. From what I see, there is now a standard four-day waiting period for a tech. NOT GOOD! I also called sales and explained I would like to upgrade my system given all these problems, and because I also want the carbon monoxide monitoring and the ability to arm/disarm while away (since the smoke detector causes the alarm to go off). Was told earliest is AUGUST 25th! SAY WHAT AGAIN?! I'll bet if I was a new customer wanting a system, that someone would be out the next day. Is this really any way to treat a loyal long-time customer. And that aside, a customer in general? What is happening to ADT, that it is taking so long for service, especially when there is an emergency?? I sent an email (through their on-line system) to the billing department, asking for some reimbursement in monitoring charges being all these days I am being left unprotected. Do you think I would hear back? Evidently NOT! I will start checking elsewhere for service, and will consider dropping ADT based on all of this in the last two weeks. read more

Absolutely the worst company to have to deal with, in DC.I recently had an ADT security system installed in my home in Washington DC. The salesman who came to explain the system was not even knowledgable about the internet requirements necessary for the pulse. The installer was laconic and explained only the minimum. I called two area managers twice, left messages but never received a call back. I sent two e-mails and never received an answer. I have now written to the ADT ethics committee. For the moment no answer . In short, the pitts -- Laura Garces Fischer read more

I started using ADT 4 years ago, primarily for the medical alert necklace for my 85 year old mother that they offered as part of the service. Well Mom lost the necklace and when I phoned for a replacement I was told they no longer offer that service but we'd need to sign up for a separate service that would run an additional $28 to $40 per month depending on the type we select. Now I always thought ADT was a little overpriced for what they do. i stayed with them because I was under contract for 3 years but now that I don't have to worry about the contract I am calling around to one of the other companies and saying goodbye to ADT read more

ADT sucks. They nickel and dime you once you sign up with them. There's zero maintenance and very little customer service. Then when you've finally had it... they make it impossible to cancel. The worst! read more

The incompetence of the ADT Security team of Alexandria is so staggering, I'm surprised that anyone is actually safe with their call center in the event of an emergency. I'm now paying money to have their equipment removed because that is more desirable at this point. Current/future users beware... read more

This review is primarily based on the most recent ADT sales person who came out, who used to be a tech. He went over our house carefully and showed us all the things that the prior ADT and Brinks techs had done wrong or not done in the best way possible. He then worked hard to save us money on the upgrades we wanted. His name is John Maksanty, and he is in the Springfield, VA office. I would request him if you want a new system or to upgrade your system. Overall, we have been relatively satisfied with ADT. We do get calls if an alarm goes off. I do think they need a quicker way to get to a human being when you call when an alarm goes off. They are quite expensive. We'll see how we feel after the equipment upgrade we ordered is installed. So 5 stars for John / 3 or so for the company. read more

Be very careful!!!!!! This company signs automatic renewal service. They never send you any renewal notice, billing notice or anything. They charge you every 6 month most of the time this way you lose the track of your renewal. The charge is after renewal. When you get charged your contract is already kicked and you can't cancel for another year. You are going to see their people once and that is it. It is time for these crappy companies to be more transparent with their customers. Need to mention that I was on the phone with them for one hour and twenty minutes and mangers are hiding behind the desk. They have no time for you and will call you in 24 hours. I asked them to email me because I want everything be documented and they said they don't contact by email and obviously it is because they have hired bunch of smooth talkers to do the job. Again, don't get trapped by them and If you want to go with them, ask them to send you invoice and bill you. If said no, there are other companies. read more