I've had ADT for 17 years. In the past few years, customer service has really gone downhill. It's nearly impossible to get a human on the phone without a long wait, and when you do, they pass you around to the 'right' person. If you don't get disconnected. Two years ago, when my alarm tripped from a glass-breaking sensor at 3am while I was out of town, ADT called to notify me and I asked them to send the police and let me know the outcome. The rep promised to do so, and never called back. Finally after a nerve-wracking couple of hours, I had to call ADT to find out what was going on. The police had come promptly, and there was no break-in. A few weeks ago, one of my door sensors started showing a false 'tampered with' error code, so I called ADT to come out and replace the sensor. The tech came, told me my system was too old and they could no longer service it. He hadn't been informed of anything other than I was having trouble with the alarm. My only option was to replace the whole system, or try to find a compatible sensor and install it myself. I decided to switch to another company and called to cancel ADT. It took 4 tries, and hours of my time. Two of the reps I talked to lied about the 'disadvantages' of the company I'm now installing. They kept putting me on hold to 'process the cancellation', and then came back with proposals for a new system, even though I told them I just wanted to cancel. I will never install them again. read more

It doesn't work and it's close to impossible to get a hold of them. I'm locked into three your contract which of course I didn't read the fine print. Do not recommend. read more

requested quote to upgrade system. Wanted to charge us for quote. system is old, constantly have cell connectivity issues!

Once again I'm here to WARN OTHERS!! This is a crap operation. Once you sign the contract and have the equipment installed - ALL CUSTOMER SERVICE WILL CEASE. The system is no longer hard wired but is installed with cheap taped on sensors that require batteries and the batteries, tape and sensors fail .. then charge you for service calls. I recently had 2 alarms due to these failures and while alarm going off and police arriving I was unable to reach anyone then reached an incompetent person then the supervisor told me they were a very busy company and were doing the best they could .. if you're too busy to help your customers then I suggest that you don't need any new customers and people should cross ADT off their list as potential alarm systems complies. Btw they charge over $60 a month and can't answer the phone to solve a problem that they caused. read more

ADT - Newark De area. 25 year customer. Tried for 3 months to upgrade my system from hardwire to wireless. Had a contract signed to do same - tech arrived and would not honor the quote. Said my system was too old. Really!!! Phone call after phone call with machines and idiots I couldn't understand!!! Going to rip the system out myself. They just want their damm monthly fee. TOTAL FALSE SENSE IF SECURITY. Shop elsewhere. read more

Positive outcome. After sending certified mail by USPS to their C-Suite leadership, I was contacted by their executive care team. I am no longer being billed and was refunded the total amount I had erroneously been charged. Many thanks to Wes for his professionalism and help resolving this issue. My only regret is that it took eight months to resolve. Based on this experience, I would suggest contacting their senior leadership team by certified mail. read more

I would leave a zero if I could. After 5 years of paying them. On October 14, 2024, I called ADT because my carbon dioxide alarm was not communicating with their center and constant beeping. They told me at that time that it was expired and that I would need to upgrade it for some ridiculous fee I told them that I did not want to do this. After much hard selling and constant refusals, we FINALLY ended the call. I had to disconnect the detector to get it to stop beeping. On December 15th I called them because I was getting an error message on my alarm system and was told that this problem had to do with my phone line. In the meantime, I decided to remove my home phone line since I never use it. I called them back on December 19th to let them know that I no longer had a home phone and was told that it would be hundreds of dollars to upgrade or replace my system I kept telling them that I wasn't going to do this and to please cancel my service. I was called back after that call, and they kept me on the phone for one hour and 9 mins to tell me that they were going to upgrade my service for free and that someone would come out on January 8th to do the job. I told them at the time repeatedly that I did not want any contracts and was assured I would not have. In addition, for me being a customer for 5 years they were going to reduce my fee from $43 to $38. I told them that if there was any contract involved I did not want to do this. They say that the calls are recorded, so you will be able to verify everything that I am saying. On January 8th their representative came out and I stopped him at the door and let him know that the reason I had on a mask was to protect him because I was just getting over Covid. He did not come in but told me that he could not complete what he had on his ticket anyway because they no longer supported the system. He told me that he would have to put in a new system and that would cost thousands. I told him no and immediately called them back and asked them to cancel again. Another 41 mins of them not listening and telling me that they are giving me all kinds of discounts. Finally, because I told her I just want to cancel I was informed by Zamirah who refused her last name that I would have to pay for a contract until the end of the year because of the $38 fee, when I asked to be credited for the last month that was charged that I did not receive any services. I asked for what and was told that once the rep. entered my house even though he did nothing I was responsible. I informed her that he did not enter my house. She told me that they were not responsible for not knowing that they did not have compatible equipment but I however had three days from the last phone call. I asked her what I would be paying for since they would not be monitoring anything and was told that they have already offered me a huge discount for a new system. I asked to speak to a supervisor and she refused saying that she was the final word. At this point I would like to be credited for the time that I asked to cancel since the only thing that they did was to try to push me back. I am attaching copies of phone call lengths and emails from them. I also feel as thought they are trying to prey on Senior Citizens trying to double and triple talk them. Buyer beware. read more

so I joined Adt so I'm in the contract till 2027. It's now 2023 when you join adr I've been with them for 10 years now and I called for a problem with my system you pay for everything nothing is not covered. still paying your monthly fee, they are such a rip off. I will not join them again I will not recommend anyone to so now I'm stuck with the system that was installed improperly from the first time. The customer service is terrible. I explain my situation to them when I change my battery that's when I realize they walk me through it, and I found that my system was used and still want me to pay for the service you're better off getting a dog to protect you than adt below I am attaching the results of the president of ADT. Wow. read more

ADT Security Services - This is a return result of the president of ADT. Despite is something from them. - Security Systems Near Me - New Castle, Delaware

ADT Customer Service is an absolute horror show. I called to get a simple explanation about a self install door sensor after I ordered the sensor. This led me down the road to hell. Over a 2 day period I made 17 calls to ADT Customer Service to stop this order and, out of pure frustration, to cancel my account. No luck. These calls ended in the agent passing me on to someone else who passed me on to someone who essentially said why did I get this call and passed me on to someone else and then I get a hang up tone. Most of the calls ended in disconnect while waiting for some to respond. When trying to cancel my account I was rudely transferred to someone else..waited and waited...nothing. In all my years of dealing with customer support departments I've never ever dealt with such a mess. STAY AWAY FROM ADT!!! read more

Trying to add service to a new location since I am already an existing customer. Called about 9:45 and have been on hold for over a half hour Listening to the same advertising stream. Over and over and over again. I also just received an email from them that my contracted price is going up $5 plus fees and taxes. I need to investigate other companies read more

ADT/SafeStreets USA/LiveEasy This review is written about these three companies because the incredibly poor service I received from each is connected. Here's the story in brief. As a service provided by my mortgage loan company, I was out in touch with LiveEasy (formerly MoveEasy) a "concierge" service. This company was supposed to make my move to my new house/city by connecting me with local services, etc. During my call to LiveEasy, I was referred to their "security system department," which turned out to be in retrospect a direct pipeline to ADT service salesperson working through SafeStreets USA. (All I ended up getting from LiveEasy was the phone numbers for two utilities, which I already had.) My questions about the research I had done on other security firms were brushed aside. I learned at the time of installation that I would owe another company that I never heard of an additional $69 for monitoring fees. This was definitely not disclosed during my conversation with SafeStreets USA. In addition, the technician came into my house with an armful of equipment. Never having a security system installed before this, I didn't question it. It looked like a lot though, so I reviewed my order from ADT/SafeStreets and saw that he was definitely in the process of installing a bunch of stuff I never ordered. His response was, "You'll really need these features." There was, of course, an additional fee for these services. I kicked him out, he uninstalled the equipment he just put up, and took everything with him. I called SafeStreet and ADT to cancel that same day and have the emails that show that. I was billed by ADT for two months of service. In attempts to get a refund I have made 5 phone calls to ADT. On each I was given a completely different story. I never received a refund and have now turned it over to my bank to see what they can do. Please avoid these three companies: ADT, SafeStreets USA, and LiveEasy- total con jobs, all of them. read more

Main point: Long wait times on the phone; even cancelling a system takes 30 during which ADT still wants me to pay for monitoring that is completely dead. Check out Better Business Bureau reviews for even worse experiences before you commit to this company. Details: I returned from a short trip to find my ADT system completely dead. I called ADT on Saturday July 16 to report this outage. After two hours and thirty minutes on the phone (mostly waiting), I confirmed I had rebooted the basement box they recommended without effect. I also told them that a previous technician said the main box beside the front door was old (the system was installed in 2015) and would have to be replaced eventually. I was trying to get a date when a technician could come to do the work. The last person put me on hold; the call was dropped when ADT hung up. I then found a way to contact them through an internet message; they have me another number to call which was the same one as had begun my 150 minute telephone adventure. I requested that they call me with a date for the technician to come. When I did not hear from ADT, I contracted for Vivant to install a new system. ADT did call on Monday, July 18 and say they were willing to have a tech come to the house (still no date, however). I told them I was moving to a new company and asked them to cancel my monitoring. NOTE for other consumers: ADT then said it would take 30 days to cancel my monitoring. I had last sent an automatic payment on July 14 (for the next month, until Aug 13) so I might expect a bill "for just a day or two." I asked if they seriously expected me to pay for 30 days monitoring of a system which was completely dead and was not working; they confirmed they needed 30 days to push a "stop" button. I checked with American Express who confirmed that normally a company would offer some refund for services paid for but not used. It has been my experience as well (and normally "cancelling" a credit card or other service can be done in at most a day or two). Feel free to contact me if you would like more details. read more

DO NOT USE THIS COMPANY. Terrible customer service. They keep replying to my reviews and telling me to call them and acting like they're responding or fixing my problem but really it's just an automatic reply and another black hole .. no one talks to me or addresses my problems with their products and services .. read more

Dear Mr. Beliso CO/ Executive Response & Resolution -Customer Relations Today a service tech was supposed to be at my hom e between 12 noon and 4 PM. At 4:30 Received a phone call from dispatch office indicateing that he will be late. Aboiut 30 to 45 minutes. After waiting 4.15 hours yesterday and now another 4.5 hours I'm beginning to wonder if this may be on purpose? To add even further insult to injury aftert the tech replaced all of my batteries with those I purchased. 20 minutes later after service tech left low batterty alarms and one open window alarm went off. I call ylour toll free number and spoke to Angeleikque Emplloyee # 13946. She got a hold of the tech and said he could come back tonight but he was going to have to charge me?? I did not feel like arguing since alarms were going off left and right. No one in your organization that I have dealt with save for one individual knows the difference between ADT and Protection 1 as well as the policy and procedures. I keep getting "Threatened" by reps saying that I'm going to be charged for coming out for what was supposed to be fixed and was not and possibly more items were broken? ! At this point I would like to pose a simple question to you: If this was your house and alarms kept going off 20 minutes after a service tech leaves after a 4.5 hour wait would you be happy with the way your employees have handled this? read more

Overall experience in making appointment was hideous: it took 50 minutes to make an appointment, with agent saying computer was slow and asking a lot of background questions which were irrelevant to replacement of sensor, like "do you have internet?". She maintained that she could not go to next screen without an answer. And I had to pay before I could even get her to tell me what day a technician might come! Even though I have been a customer for 20 years. And she said I'd be charged $.42/month for a sensor replacement. Why? I've just purchased the sensor for an exorbitant $54; why do I have to continue to pay for it? Your "customer service" process is terrible and highly customer unfriendly. I shall look for another security provider. read more

Awful customer service. I was lied to about pricing. Then very difficult to get anything handled with this company. Do not use ADT!

Suggest you contract with another security contractor. As with the other reviewers, if I would give 0 stars. They make canceling the service very difficult. after a long wait on the phone they inform it takes 1 month for them to cancel. Then the final kicker is they want $69.00 to disconnect and remove their equipment. Do yourself a favor and avoid ADT like the plague. read more

DO NOT purchase an ADT security system. Calling them now gets you Hispanic speaking help who you can barely understand and they have trouble explaining in English. Have had this system over 30 years through 3 houses and the company has severely deteriorated read more

We have been billed for service, even though we have an automatic bill payment with our credit card. We have called numerous times, written letters and sent e-mail. ADT has failed to respond, even though they promised a call back to resolve this issue. They know they have improperly billed us but don't care to resolve it. This is the worst customer service I have ever encountered. I am not even sure if they give real service. We have had our alarm go off and never received a call. read more

I have to say that I had a wonderful experience with the adt installation process. The technician William was outstanding.

I called in to disconnect the service for the current month and they bill me another extra month when the services is not in use? What a ripped off. The reason I switched over to a different plan is because ATD doesn't have wireless system like Frontpoint does. Also Frontpoint are more reasonable and there system is way more convenient and active notify clearly. Don't chose ADT it's a waste of money. My house got burglar twice and ATD doesn't help bc when the theft came in they cut off the internet wire so it's no point to waste your money on ADT. P/s: I've spoke with a manger her name is Kristen she doesn't help at all. read more

Totally dishonest. Will overbill, lie, cheat, and steal at every opportunity. After cancelling service, rather than refund my overpayment they started deducting money so as to defraud me out of my credit. Still waiting for a check to cover the money they trued to steal. read more

You need to run from ADT as fast as possible. I have been a customer since 1996 and they have gone horribly wrong with regards to customer service as a company. They do not care about service and it is nothing but a cash grab by locking you into long contracts. When I say long, I mean like 60 months. If you try and cancel the service after a couple of years you will owe thousands of dollars; so, in essence, you can't cancel or change services to another provider, and since they have you locked in so long, they do not need to service you in any fashion. Anyway, buyer beware and choose someone else from the start. Well, I will run the rest of my contract and then I will never ever use ADT again!!! read more

I wish I could give them a zero. I did a review recently about a problem. They responded saying sorry contact us. I did and never got a response. I spoke to corporate who did absolutely nothing about my issue. I see why customer service is so awful. It starts with poor management and no one caring. I would not recommend ADT. read more

Horrible!! Bait & Switch!! They have authorized dealers come to your home. This way when something goes wrong they can blame the dealer for the screw up... They took extra money from my checking account & when I told them it's unauthorized and a violation.. I was told it's not in the contact for over billing but previous customers have not had a problem with it. I advised them it is a violation of regulation z. I must know all fees and cost upfront prior to accepting any terms. Know your rights don't let these companies get alway with this!... I do understand what's in the contract as far has what I'm to be billed, your company charged more than the agreed amount! read more

I've been an ADT customer for years. No problems until late last year when they sent me this box to install for 5G. I followed the instructions, hooked it up and started getting phone calls from ADT at all hours of the day and night about 'communication failures'. Apparently, the solution for a 'communication failure' is to be put on hold waiting for somebody in technical support to pick up, but who never does. I asked the last person who called to send a tech out, but that wasn't her department. I called to schedule a service call, was on hold for ten minutes, and when I got to speak to someone the connection was so bad I couldn't understand them. Time to find someone else. read more

So ADT cost us $9700 dollars for just the install for our devices which was insane but we had an issue with the neighbors so we went for it. What a mistake! The ADT Portal app is glitchy 24/7/365, if you have issues during installs, it is through a third party so it doesn't fall on them, and when you do have equipment issues, which with them is a guarantee, it is $135 every 30 minutes for labor fees. By the time you are done with them, you will be so broke you can't afford anything worth stealing. Do not ever go with ADT, biggest scam of all time. read more

I purchased monitors, in 7/2019 , I was waiting to end my contract on7/8/2022. I bought a camera a few months ago and ADT said I can not end the contract , it was combined and the new date is in 2025. The camera is not working so what am I going to pay ADT 3 yes for what!!!! This is the second time it wasn't working, They May have great Custoner service but you are not a reputable company if you are not helping the customer resolve their problems read more

Terrible customer service.. system is down, i cant get anyone on the phone.. first phone i called didnt answer, 2nd phone number eventually someone picked up, then put me on hold... im still in hold.. 10 minutes now... all static on phone... DO NOT SIGN A CONTRACT WITH THIS COMPANY . read more

Untrustworthy company and a downright scam. A adt contracter came to my home and quoted me over $1000 worth of security equipment in addition to a $53.99 monthly fee for service monitoring. This was after the $600 I supposedly had in credit. I declined. He then told me he could bring the price down to $645 for equipment. Again I declined. After 3 hours of going back and forth with the contractor, he quoted me a price of $166.80 for 6 sensors, 1 motion sensor and a lcd panel. From sheer exhaustion of the back and forth that went on prior, I agreed and paid the $166.80. As I was signing the contract, I found a promotion on my phone that gave me the same equipment I was paying for, for free! I stopped signing the contract and immediately showed this to my contractor, who then called his manager. Initially, the manager acted as if he didn't know what I was referring to. I was told to TEXT a picture of the promotion to the manager! Upon receipt of that text, the manager and I made a verbal agreement honoring a refund of the $166.80. This agreement was established prior to me completing the contract. I was told I would receive my refund in 3-5 days on my credit card. The refund never came. I called an adt agent, who told me she couldn't even find my account!! Eventually, she did and told me she saw no issue of a refund on my account. She contacted the contractor who confirmed I was due a refund, but it would take 3-5 weeks and would arrive by check! I asked to speak to the manager who authorized the refund. Of course, he was off. I asked to be transferred to another manager. I was transferred and then hung up on. I then called to cancel my service due to a breach of contract based on the verbal agreement between the manager and myself. I was told I was out of my 3 day cancellation period and would have to pay 75% of the remaining balance due on my account because it was 3 year contract, which totals $1900. I explained this to the new agent and the situation at hand. I was again transferred and hung up on a second time. My next step would be arbitration. READ YOUR CONTRACTS! Better yet, go with a different company . read more

I just had the craziest call with Nancy calling me from a Franklinville number. She was very nice and took time to explain everything but then could only offer me the rates she had just quoted me if I signed up on that call, or at least gave a date to sign up. What in the world is going on. I had ADT for years before and left because Comcast offered me a great price to bundle my alarm. I don't like Comcast better. ADT continued to raise my monthly premiums. I don't understand why a reputable company like ADT has to resort to these unscrupulous tactics to get business. I will stay at Comcast for now. I feel badly for their employees also. read more

Do NOT use this company. I had it installed and no one ever mentioned a 3 year contract. I moved a year and a half later and they told me I'm stuck with the 3 year contract on my old house unless someone buys the house and sets up an ADT account- unless I use ADT for the new house, which would force a new 3 year contract on me. Early termination penalty is 75 perfect- so in my case, over $500. Total extortion. Learn from my mistake and don't ever enter into a contract with this company. Not worth it. read more

ADT is going to post something clever here showing how great, personable and caring they are - they most certainly are not. Bait and switch doesn't quite cover it. I've contacted the installer (who told me to eff off) and ADT refuses to reimburse me for the time and energy the system not working. My family isn't safe, the cameras are not reliable and now they want to charge me 25.00 to come out and fix the problem (there may be fees on top of the "travel charge". AVOID ADT - typical corporation. read more

I had the best experience today with the installation of my ADT system. Craig Brown was awesome!!! He was on time, professional, courteous, explained everything in layman's terms and was a pleasure to do business with. Thank you Craig for providing me with exemplary customer service. It's getting harder and harder these days to receive the service you provided. read more

The worst company ever, very very bad customer service, before you sign on anything read all the the small words (take my advice and don't read and don't sign) read more

BUYER: BEWARE!!!!! ADT is the worst. They say they value customer loyalty. They do not. I have been a long-time customer of ADT (13 years) and have always paid my bill on time. ADT locked me in to a contract and when I tried to get out of my contract 3 months early due to selling my home, they are not willing to work with me and waive the remainder of the contract term, totaling $54. I have experienced a recent medical condition and have been facing financial hardship, but never once fell behind in paying my monthly service amount. Now that I ask that ADT work with me due to my situation of selling my house, they refuse to help out this LOYAL CUSTOMER. For the last 6 months, the home security system has been malfunctioning with a constant beeping throughout the nights, but ADT advised that there was nothing that they could do and never once offered to compensate me for the inconvenience of having this annoying beeping. BUYER: BEWARE!!!!! ADT Will do everything they can to sign you up as a customer and lock you into a long-term contract, but when loyal customers ask for understanding from the home security giant, they turn their back on customers and will not give assistance. This is so sad and I find this appalling. Prospective ADT customers should think twice before committing to join ADT. read more

We recently bought a home that had a disabled ADT alarm system. Out of nowhere the alarm started going off for 20 minutes as if a breakin had occurred. There was no way to shut it off, we don't have any passwords or anything, there was no battery in the control panel. We called ADT to ask for help and they said to remove the batteries. We said there are no batteries, can you please send someone to help?! They said they can't send anyone out unless we buy the service. The alarm has gone off 3 times since then, completing sending us into panic for no reason. We were considering setting up the system before, now I wouldn't use this company under any circumstances. read more

If I could give ADT no stars I would. Awful company and I have filed a complaint with the BBB against them and their authorized dealer (Home Defenders). I cancelled my service 2 days after installation in May and have gotten nothing but the run around regarding my refund. They continue to bill my credit card months after cancellation. Avoid this company, not good to do business with, false advertisement. read more