I signed up for ADT but the sensors do not work. The alarm tripped all on its own the only time we set it. I've been trying to cancel the contract ever since. They randomly charged me $294 for the equipment and overdrafted my account. Then they tried to charge me $919 a month later stating this was the buyout to cancel. I told them I couldn't afford that so reopen the account which they did and then they proceeded to debit my account $839.77 with absolutely no warning. So now I've paid them to cancel the account AND the account had been reopened and they expect me to pay $30 a month. This is the absolute worst company. You get 0 customer service just apologies even from managers. I wish there was an option for 0 stars read more

ONCE AGAIN, I WISH I COULD GIVE ADT A ZERO. I'm really getting tired of ADT. After 3 months of ongoing problems, and finally a new panel. Never fully compensated for all that I experienced over 3 months. They replied to YELP and I asked I contact them. Not in the mood yet to deal with them. Now, for the past week including today, the panel date is stuck on 6:06 PM August 10, 2024. Today is August 17, 2024. The time is currently 12:10PM. I despise calling this company about anything related to the equipment and service. So here I go again. I have to be in a certain frame of mind to call them. It always put a damper on my day. And now is not the time. Especially after my last encounter with them. YELP should include ZEROs for ratings. So sick of this company and I'm stuck in a multi-year contract unless I'm able to afford to buy out of the contract at some point. I'm going to work on making that a priority. I can't go several more years of this incompetent service with malfunctioning and inadequate equipment. And as I posted previously, they lie. Again, I took pictures of the panel with the date and time it is stuck on. I don't know how to upload photos. Otherwise, I would attach them. Wish me luck with this rip off of a company. I feel the service is overpriced for the quality of service and equipment you get. I left them years ago, came back because I thought they would be better over time. NOT SO! AGAIN, I WISH I COULD GIVE ADT A ZERO! read more

The monitoring is minimal, customer service reps are rude and condescending. The cost is exorbitant. You will not be secure and would be wasting your money with this company. Let my experience save you from making a big mistake. read more

First, they deserve "0" stars. I was an ADT customer since 1991. We lived in Potomac, MD and had ADT security and automation system installed from an office in Virginia that covers the DMV area. The full system cost over $20,000! The system never worked properly, the installers were incompetent, and the salesperson and managers were the unresponsive! The salesperson never told the truth and hid from all calls, thanks Dave Lowery, ADT Security, Account Manager. The sales managers never helped fix the multiple problems; poor installation, equipment on backorder, and the overall system not functioning. When our family moved from Maryland, ADT charged me more money due to a contract that was never supposed to exist; due to the amount of money spent on installation! Thanks Dave ... over $20,000. ADT and its parent company Apollo are reprehensible. They don't care about customers, their products are outdated, installers incompetent and their sales and management team only wants your dollars. The people who respond to the comments on Yelp! do not care; and just want your cash. Not surprised they are so unresponsive to customers, as they are owned by a private equity firm, Apollo Global Management. Apollo's goal will be to cut ADTs S, G & A make them look profitable; then either sell them or do a new IPO. In general, I would never use ADT in any state. Find a small local provider, like I just did, and you will be treated with respect. read more

I would select a 0 stars but that's not an option. Worst customer service I have ever felt with. I moved. I tried to transfer my account to the new place was told it wouldn't be an issue. Had with drawl from my account for $1200+ so called to say what the heck. After being on the phone for 1.5 hours was told that was just a normal charge with moving one place was canceled and another started that money will be returned after 30 days. I thought weird but ok. Then I got a bill about 1.5 weeks later for $3200+. Long long story short I called x5 with on a month. Asked for a sup/manager was told they would call me back in 48 hours a week later no call so called in for the 6th time was told unfortunately since you canceled your old account more than 30 days(I moved march 31 this call was May 3rd) that there was nothing that could be done. And that the $4000+ was not refundable. They are a horrible fraudulent company in my opinion. Go somewhere else!!!!!!! UPDATE: responded to email provided by the company had quick responses but issue still not resolved. It wasn't my doing they canceled my account when I moved I didn't why do I have to pay $3200+ fees for cancellation when I DID BOT CANCEL! I'm not surprised by the continued poor customer service. Next stop is reporting to BBB. AGAIN GO SOMEWHERE ELSE FOR YOUR SECURITY! read more

I just had the worst service yesterday from a Virtual Technician at ADT, he told me that the change I wanted was impossible even though the set up I was asking for was in place on the prior contact before they added the new wireless contact. It was in place for 11 years and he told me that it could not have been. It is obvious to me that his "over 20 years of experience" is just over 20 years of stealing the companies money. Totally worthless, getting Vector in here to replace them. Wish I could give zero stars. Not even a follow up call from management or customer service. Very poor customer relations. read more

first 2 yrs service fine. after that camara go offline constantly. customer serv says not our problem can warrenty or somebody else. you can never get to correct department. so now want to cancel service, well you can forget that. wrote 2 letters of cancellation and 4 tel calls. to be billed for 4 more months of service i cancelled 3 months ago. they hung up on me 2x and transfered me around 3 x only to be disconnected before anyone came on line. now just got a very rude account manager who was odd and just rude. run do not go with this company read more

If you're looking for a home security service...keep looking. I went with ADT in our new home, thinking we'll known name they must be good. I found the system to be subpar. They were out of ADT front door cameras when my system was installed. So they went with a Ring on the front door and one of the ADT cameras on the back door. So now I have two cameras that don't work together and use separate Apps. I should have kept shopping for the right system. I am currently in a long term contract with less than optimal system and a extremely expensive cancelation fee. My suggestion is look to anyone but ADT and beware of long term contracts at all costs. read more

Worst customer service ever... It was a different story every time I called. At first I thought it was the old run-around, but it soon became apparent that they were lying to me. The technology may be fine, but I don't trust this company. read more

Though a little more expensive then I would like the service has come in handy. Needed a few tweaks to get the coverage area dialed in (no false alarms) and to get the WiFi alerts delivered to our digital devices. Though I am far more likely to have a kitchen fire than a break in. Though not serious we have had a couple of packages delivered with damage and weren't sure how it happened. When we weren't home one of the cameras captured the courier ranting on the porch about being sick and tired of this sh** and we were gonna be added to the case and not to mess with Kristen? He then slammed our packages against the door and stormed off. Anyway, the safety net of our new security system gives us comfort! read more

ADT Security Services - Security Systems Near Me - Richmond, Virginia

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I live near the Southern Gateway off of Celebrate Virginia Parkway. The ADT reps for this area are very aggressive and intrusive. I carried over an ADT account from my previous neighborhood and had to run a 36-month contract to get out of the old contract. So, here I am 36-months later and I'm calling them to cancel my contract. I called the number their webpage said to call to cancel the contract when it ends. They had me run through my information and the transferred me. The next agent picked up 34 minutes later, ran through my information and then asked to put me on a "brief hold". Another agent picked up and had me run through my information and stated that she was the "moving somewhere new agent" and that I needed to talk to the cancellation agents and transferred me. I'm at 48 minutes now and I haven't gotten anything accomplished yet. 0 rating on customer service. I would RECOMMEND GOING TO LOWES AND INSTALLING A HOME SECURITY SYSTEM. During the 36-months I've had it we've had false alarms after false alarms. It got to the point where we haven't used it in the last 8 months. We've been waiting to cancel. RUN now. Ended up being 58 minutes and 17 seconds - talked to 4 people in total. The last person I had to tell 7 times that "I want to cancel the contract". Reason: I want to cancel the contract because it is ending next month. 7 Times! read more

To start, if zero stars were an option, that's what they would receive. After 8 years of declining quality, I decided to cancel my service. For the past 3 years, the "alarm" has served as a door open/closed notification and has done NOTHING to provide my family security. I called to cancel and have sat on hold for 135 minutes, 65 minutes, and now 35 minutes with no resolve. I have been passed between 6 different agents and if this isn't indicative of the lack of professionalism, quality service, abs customer support, I don't know what else to tell you! DON'T WAIT ANOTHER MINUTE--CANCEL NOW! read more

STAY AWAY from this ADT and their "Authorized" Dealer Defender. this has been the absolute worst experience I have ever had. At no time was I ever told that I was not signing with ADT, yet the use the ADT logo for everything. I am being charged top dollar for a system that is not working properly, and when I contact ADT, they do not want anything to do with me because my contract is with Defender, even though my bill says ADT. Now I am getting the Run Around from both companies. This is the worst scam-bait-and-switch I have ever encountered. I was told I had thirty days to cancel turns out its only 3 days, meanwhile the account doesn't go live for 7 days!! DO your research and DON'T sign with them! I am literally besides myself over this. I bought this system to protect myself against criminals, turns out the really criminals are ADT and Defenders. read more

AWEFUL business to deal with. My family had to put my mother in a nursing home because she had terminal cancer. We sold her house which had an ADT alarm and service. I contacted ADT to cancel the service. Then the pain began... After calling 7 times, sending in a signed and notarized power of attorney, a verified letter showing that the house had been sold, and the deed of trust showing the same, they STILL did not cancel it. I had to call back and threaten to sue after 5 months of HELL. Finally they cancelled it (but still charged me another month because they require a 30 day notice to cancel--ugggg). They are the WORST company to deal with. Never, ever, ever do business with them, YOU WILL REGRET IT IF YOU DO. read more

Having a boiler installed in room where original battery box was located. Called ADT to ask if box could be removed as we needed the space. Was told "That box contained the battery for your 1997 system. Your 2012 system contains its own battery. There is nothing in the box you need." Boiler installers cut all the wires they found. Turned out it was my phone wire and the wire the alarm used to call ADT. When I called to complain and ask them to fix it, I was told I would be charged for a service call trip. I complained I should not have to pay for a repair when they told me I could do it. She told me I'd have to call billing. Ive called billing. Was told she noted I understood the charge. Did NOT note my objection. I Stuck with the bill. Looking into a new security system after 24 years. read more

If you are considering a home security system do not deal with a local franchise company. Go straight to the corporate headquarters. The local franchise dealers are not honest in my experience. I was supposed to receive a complimentary Visa or MasterCard for signing up. It never came. The local company said I was not eligible for the card for a reason I did not understand. Later I started to deal with corporate and got better service, but no Visa or MasterCard. Be aware you are signing a THREE year contract. Early cancellation results in a $1000 penalty. If you upgrade your system, the THREE years start over. Do not choose this company. It was Corporate who added the additional THREE years to my contract. I sold my house after upgrading and was told by Corporate that the salesman told me the THREE years would start over. $1000 is far more than the mobile phone companies charge for early termination. I did not have to worry about bandits. I needed to worry that my security company was ripping me off. As you can see from ADT's confusing response to my review, it's hard to determine who is responsible for which terms. They bounce the person back and forth between the two companies providing services. Don't believe anything anyone says if associated with ADT in any way! read more

We have had adt for our home for the 3 years we have lived here. We just returned from a 3 week trip and found chirping all over the house from smoke and or fire alarms. I called adt to put the system on test so I could change batteries. We were in the queue for 1:20 hours before we could talk to a human being. She put the system on test so I could change the batteries. The chirping continued. We called again. She spent a while trying to help me solve the problem. When all else failed she informed me it was not adt's responsibility. I asked her to send a technician. She offered to have a technician call. I said I wanted a technician come to fix the problem. She said the earliest she could send a technician would be in 3 days. I am satisfied that if we were not customers and said we were thinking about an adt security system they would have sent a representative tomorrow morning. Instead we will have to try to sleep through: nights of loud chirping until adt gets around to our problem. read more

If I could zero stars I would. This is the worst organization to deal with- I've basically had to call them every other month since I started my contract in March of 2020. I actually happen to be on the phone with them again right now. Their administration/billing is an absolute mess. A mess. I can't wait for this contract to end so I can find another option. read more

Don't even deserve the one star! Horrible service! The rep helping me hung the phone up on me... over the last 2 years they have increased my monthly rate without telling me, and I was not paying the price I signed up for and agreed to... they gave me a partial credit but not a full credit... when my contract expires I probably will not renew. The 2 customer service reps I spoke with were very rude and not helpful and tried telling me my price went up 2 dollars... they didn't see the 6 dollars or the 9 dollars... absolutely ridiculous and so rude. read more

Try cancelling your service even after the contract is up. It's a nightmare. They threaten you. You do need to cancel with 30 days notice. You are transferred several times you're on hold all delay tactics to keep you from canceling. There are so many more affordable options And their technology is terrible. read more

Horrible! The rates are way too high. The contract length is way too long. When it's time to cancel, it's a huge issue because they refuse to cancel you. I'm shocked this company is still in business. They are clueless and have no idea what they're doing, other than taking advantage of others. Also, be careful if someone comes to your door saying they can lower your bill blah blah blah. Their whole purpose is to extend the length of your contract locking you in even longer. HORRIBLE! STAY AWAY FROM ADT! RUUUUUUUN! read more

DO NOT use this company!!! Their customer service is the absolute worst! They will entice you with what looks like a good deal on installation and then try and sell you all sorts or additional items and act like you are in great danger for not buying them. Forget about cancelling as you are required to provide them with the full payment for the remaining months on the contract ( three full years, not the two years the sales person tells you) they will immediate, without sending any notice, deduct the entire amount from your bank account. When you call for "customer service" you can expect to be given a different explanation by each person you speak with. You can get better service and better prices on home security elsewhere. read more

We signed up for ADT Security Systems well over a month ago. Paid the money scheduled many many appointments. We still have no alarm system that is active & working properly. Dont waste your time & money with them. You will be very disappointed! read more

Since writing this review I have called ADT twice and been lied to. First I was told they would waive the price increase and instead my bill was 1/2 price. I was willing to accept that to compensate for the price increase. But i checked my account last week and called them again bc now its showing the other 1/2 as pending. After the 2nd call, another rep said my new amount was changed to around 29.50. But I just received an email and my December bill is almost $80. I work in customer service and lying to a customer is unethical. I will attempt calling today to get my account fixed. And I am also disappointed after paying $54 monthly and seeing a promotion for almost 1/2 the amount with more Perks. I hope this company fixes the problem. I was referring my daughter until this happened. read more

The worst ethics of any company I have ever done business with. This is one security company you need to totally avoid! They will lie to you about discontinuing a contract. But let me give you an example to drive home my point. I sold a rental house that had ADT security coverage left on the contract. I could not cancel the agreement though I had sold the house!! Yes, even though I no longer owned the house , I could not get out from under the contract, really. After several calls and the classic run round, I was advised I could not cancel the contract but could transfer the agreement to another rental house. So, the real estate agent arranged for the buyer of another house that I had owned to assume the remaining term of the agreement. Well, an ADT representative made an "end around" deal with the new house owner undercutting my offer to her to assume the remainder of my contract. No ethics, whatsoever. Run from this company. Oh yes, then there's the not returning my calls and also the exit fees and the "misquote" of my exit fees. I was quoted the amount, $85 approx. to terminate but only hours later to be told the amount was an error and it was twice the amount for one of the contracts, $170 approx. This company will lie to you as it did me. Get it in writing!! But, I would even consider them, reducing your stress, and if you are curious tell Jeff I said, "you lied." read more

Still going on. ADT values a bogus $150 bill after we paid over Just tried to cancel again and how ADT said my wife "is not telling the truth" and refuses to transfer us to their supervisor. We never missed a payment over 10 years and $5000 in service fees. Update. Now supervisor says we are lying and there are call transcripts. We said "Pull the transcripts please". Them "Oh. sorry ma'am, it takes a little while uh 24-28 hours". They refuse to send us an email or anything concrete. So again we will be back to he said she said. Why won't ADT send an email. She refuses to send an email. Very disturbing that any company refuses to give you anything written. ADT CANNOT SEND ANY OUTBOUND EMAILS according to supervisor......... LOL read more

Got robbed last night and the system didn't go off until AFTER the robber left. The motion sensors failed, so the cameras didn't start. Then when the alarm finally went off... ADT failed to call anyone on the list, so we didn't even realize until over 3 hours later. Gearing up for the lawsuit now with a sick sense of pleasure to go after ADT. read more

There should be negative stars for ADT's local representatives. The Portsmouth, VA rep Tanner Manley via the local ADT installer Safe Haven Security was the epitome of unprofessional. Being a new homeowner I came home one day to his flyer jammed in my front door seal. By the next day, I had interviewed, researched, and gone with another company. Mind you during other company's pitch they showed ADT's reviews but never spoke ill of the company or their sales and installation staff. Unlike Tanner/ADT who openly bashed my chosen company as soon as he opened his mouth. I judge people not only on their products but in how they pitch said products. I don't anger easily but if you get me to the point that I tell you to leave my property there's an issue. Then you laugh as you get in your car; overwhelming professionalism there. Great job ADT rep! You've lost a customer! As a fact, I'm going to replace the system of yours that's in one of my rentals! read more

I have been trying to cancel with the corporate office for 6 months, between the fear mongering and bullying, promises to reduce my monthly payment, which didn't happen, a refund that they kept and paid the reduced rate for 6 months, saying I could cancel if I didn't want the service after that - well....here I am, calling to cancel, and they tell me that I am giving them 30 days notice and they will bill me for another month. ADT employed bait and switch tactics, kept my refund without telling me they would not issue a refund, and said that cancellation after that period would be "no problem". Well - it is. I'm taking time to write this to help all others... YOU MUST CANCEL 30 DAYS BEFORE YOU WANT TO CANCEL PER YOUR ORIGINAL CONTACT. I signed this contract 4 years ago, and have paid this company close to $2,000 in rates and taxes and this is the way that they treat their clients. After telling me for the last 30 minutes that they cannot break their policy for the 30 day notice, they are going to have Edward Ruin call me to tell me more of the same. Tracy, a Supervisor, refused to give me a direct number, and she refused to give me a decision maker's information, stating that I will have to talk to Edward Ruin. These tactics are all made to wear out a potential client's resolve and just have them acquiesce to paying an unwarranted amount of money - with no regard to how a client feels - this is a business tactic that is, in fact, a personal attack on a client that dares to cancel their service. As an aside, they did this same thing to may father. Following the death of my mother, he called to cancel. They bullied him into trying to keep the system, which he did not want any longer. They were unsympathetic, and unkind to him on the phone. They advised him to send in the death certificate to cancel the contract. I sent it in for him, when it was available two weeks later. read more

We had recently installed expensive equipment in our house when we had to move for an employment opportunity. We sold the house and canceled our account ahead of the closing. My husband signed up and paid ahead for installation at a new house at that time. He advised ADT we were moving into a corporate apartment and when we purchased a house, we would call for the installation. Recently, ADT called me that someone was calling to hook up ADT at our old house and we still had an account. She asked why we hadn't notified ADT we sold the house and seemed rude and didn't believe me when I told her we took care of it long ago. She then accused us of lying. They had no records of my husband's calls. Also, I checked the App and I still had full control of the alarm and doors at the house we sold months ago, even though we canceled and paid ahead for new installation for when we found and purchased a new home. My husband called and finally got apologies. He also called one of the top executives at ADT and left a message with no response. Then I get a call today from the new installer who had nothing to do with what happened. He was given our old address to install the equipment in our new house. I got it straight, yet again... Do I feel safe with ADT? Would you? read more

The advertised pricing is deceptive. The salesman was very pushy. She pressured me into spending over $1000 installation fees when the advertised rate was $99.00. I was told that I did not qualify for the advertised Visa card. Reasons were not clear. I am not paying dollar a day for monitoring as advertised. The cost is over $45 a month. False advertising is my main reason for a low rating. The other reason is I just found out the smoke detector was never activated on my system. As far as I am concerned, ADT are the thieves I should have kept out of my house. read more

Very pushy salesmen. Knowledgeable, and nice, but VERY pushy. After some research, ADT really needs to get up to speed with the times. Their system was top-of-the-line in the 90s, but now it's about as a good as an Apple IIe in comparison to a computer running on Windows 8. Hardwired, flawed. Pricing options are basically higher than anyone else, and they don't offer a 30-day tryout period. You only get three days to cancel the contract, and then you're theirs for 3 years minimum. Very little options offered and they're still using something that's essentially hardwired? What? Go with Front Point or Comcast. read more

A pushy door to door salesmen appeared on my porch to flip through interior photos of my house from real estate websites talking about the security issues and hinting that I don't want me or my wife getting injured. Not only is this a horribly antiquated sales tactic, but incredibly invasive. Same horrible sales pitch was used on my neighbors who were equally as offended. Great way to build a terrible reputation. read more

I refuse to increase the rating but within 24 hours of posting this review the account problem that ADT wouldn't resolve over a 5 month period was resolved. Thank you for resolving it, it is a shame that it took writing a negative review to get help on resolving an issue though. read more

absolutely horrible company to deal with, customer service is horrible to say the least, the equipemt is horrible and very overpriced. they say you can switch the service if you ever move but it starts the three year contract over with no way out but to pay $1000 cancelation fee. go with any company over adt and youll be happier. stanley, s.o.s. etc stay away from adt and there affiliated organizations. read more

While the equipment requires regular attempt the service staff is helpful. Their technician is very knowledgeable and professional.

ADT suppose to be a reliable company right? With a long reputation in home security systems. Well, I do agree with the local, Richmond area reviews below. If I could, I would give to the local provider minus four starts. Seriously, so bad I cannot describe in a simple post, just read all the posts below. Mainly, I do not even know who was in my house for 4 hours, beside an ADT logo shirt there is no real phone number (none 800 number) or a name of the ADT franchise on any paperwork, it almost seems illegitimate, how can anyone be in my house for four house without any real local none 800 phone numbers, company name, etc. No business card - NOTHING . Totally unbelievable! This might be the worst service experience ever . read more

At the end of my contract I called ADT regarding the cancellation process, the person I spoke with offered to lower the cost of service to $20 per month to keep me as a customer. So I agreed to continue the service. The following month my bill was again $40. I called and was given the run around. When I asked to speak to the representative's supervisor, I was told that they were not available. Nothing was resolved. Tomorrow I will be sending them a certified letter officially canceling service. This company is dishonest and will tell you anything to keep the money coming. read more

A one star purely because they pitched up to install the alarm, which was a shocking installation hence they have been called back to remove the system. Customer service is a joke and when after many frustrating hours of trying to get hold of a manager, we were eventually called back and he has NO interest as to why we wanted their system removed!!! Wish I had read reviews before I call ADT out as there is no way I would have gone with them! read more

From Orange, VA. I don't even know where to start. Every interaction I've had with this company since I've had it installed has been horrible. It seems as though all that they care about is signing you up. I have a small business and all I needed was the motion sensors as I already had my own camera system. I was initially quoted $3,000. Then once I told the rep that she wasn't listening to me, and after being on the phone for about 30 minutes, she finally understood that I just needed to get the sensors. Okay, I'll give them that. Sales. During installation I requested two things, a way for me to arm my system while away and real time notifications of when the system is armed/disarmed. After months of requesting this, I was told that it would be an extra charge and a "one time installation of ONLY $300." I was then told that it would have been less expensive if I had requested this at the initial install. This is also after spending about 20 minutes on the phone with the representative setting up an appt for the technician to come out and install something I thought I already had. The technician said nothing about an extra fee or anything of that nature. What a waste of time and money. And I just have to tell you of my experience of how well the system functions. All of this is precipitated by an incident where my landlord entered my space without notifying me due to a plumbing issue and called me about 30 minutes later to ask me if there was a code he could enter into my alarm system because the alarm had been ringing for so long and the neighbors were complaining. My landlord was the one that called me regarding my system being triggered, not the alarm company. The police didn't even show up. You know when they did show up? When I accidentally pressed my panic button in the dark vs. the disarm button on my key fob. What a waste. They are so disorganized. I guess this is what happens when a company gets so big that the customers needs are no longer important. Wake up ADT, people's lives are literally in your hands. And to think I was going to switch my other business location to you today. I will be switching both locations to the other company. read more