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ADT has a rating of 1.1 stars from 794 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about ADT most frequently mention customer service, year contract, and security system problems. ADT ranks 169th among Home Security sites.
This company responds to reviews on average within 10 hours
One month, and hours of calling and getting hung up on, I was told (by Ms. Maxwell, also helpful) to call and ask for the Account management Team to get results. I called and was connected to Kiana who was the kindest most helpful person ever. She was able to resolve a problem I had with two cameras that stopped working and no longer had any support. She took the time to make sure all my concerns were answered and taken care of. Than you Kiana for being the customer service specialist we all wish to talk to. Brian
We have been with ADT for over 34 years. We are a retired couple on a fixed income. I recently installed an alarm system to try and save some money. I called to cancel, and they say I am under contract until June of next year and that we owe close to $300. Last time was talked to ADT we thought we were month to month contract. I talked to several people in billing, and none of them said they could do anything to forgive the charge. In the last 34 years, we've paid ADT over $20,000. I am amazed at how heartless this company is. I would strongly recommend using a different company when it comes to security.
Called by salesman Justin, came to our home. We advised him what we wanted and he stated that he could provide that. The tech came out to install the equipment and the cameras were wireless. So that meant we would have to climb a ladder every 2 months to take them down and charge them. We stated if we knew that we would not have said yes. Also they said they could wire the cameras but would charge us. The cameras do not provide coverage that we needed also. The whole experience was a disaster.
Date of experience: May 10, 2023
I have tried ADT and I wasn't pleased with the service or the gentleman who came and worked on system. When he came back and retrieved the merchandise. He left a whole in my wall and all the stickers on my walls. I really didn't appreciate that. At the time I was pregnant. My husband didn't report him or say anything to him. He really made y'all look bad. Now I keep receiving emails.
Date of experience: May 3, 2022
I called and spoke to a woman to sign up for ADT. I was switching from another company and I wanted a similar system. I told exactly what I was wanting and she said they have that equipment. I wanted a touchscreen panel, garage door opener, two cameras, doorbell camera and of course door and window sensors and motion sensors. When the installer came, he said they don't have the touchscreen panel or garage door opener, but when they do get them, someone can come out and install them. The installer did a crappy install and I had to have someone come out to fix his mess. I recently found out they have the touchscreen panel and garage door opener, but now they tell me it's a whole different system and I'd have to buy all the equipment for the new system and start a new contract. Never ever go with ADT! I am stuck in my contract and they suck! The photo I added is to prove I have a contract with ADT.
Tip for consumers:
If they tell you over the phone that you’re gonna get certain features/products for the system and then the installer says there is anything they don’t have, but will install when they get it, don’t do the install. Apparently they’ll say anything and lie so they can do the I stall.
Products used:
Whatever the installer installed
Date of experience: June 28, 2021
Be warned, if you move or sell your house they'll find your address and spam call you to sell you service.
If you want to cancel, it will take days on the phone while they transfer you around and make you lose your patience. They will ask you all these questions about where you're moving to just to sell you more stuff. You will ask them to CANCEL and they'll still send you to a professional expert, what for! At $40-60 a month, you can pay RING and pay $10-$20 a month for professional monitoring.
Date of experience: August 8, 2023
Had ADT installed in May & got the service agreement with it. 5 months later the panel stopped working & needed service after waiting for 20+ minutes nobody answered so I go online to chat & get service they sent out a guy. After he fixed it he tells me there is a charge I told him I don't think so because I have a service agreement. After several calls to his manager he got the service charge resolved but still needed a ten dollar fuel charge. I was told that it would come out on the next bill but it came out the next day. There shouldn't have been any charge, but due to ADT's screwup, I'm getting charged $10. I will be shopping other companies.
Date of experience: September 22, 2023
ADT are extortionists and thieves. Please don't ever enter into any contract with this company. They will lie, steal, cheat and ultimately provide a horrible service with a horrible product and refuse to stand behind any of it!
Tip for consumers:
Beware of any contract with this company.
Products used:
Alarm Systems
Date of experience: June 30, 2022
Top-of-the-line horrendous I mean terrible company detail live they don't help you just overall terrible terrible terrible terrible terrible terrible company. I would recommend them to anybody if they were giving me service for free I don't want. I didn't even want to leave that one star
Date of experience: August 4, 2023
When you actually have an issue they will act like they can't do anything. This bs company will act like they care about you until you actually need their service then they can't take care of their own service. They are irrelevant and you should pay them nothing
Date of experience: June 30, 2023
Was locked into a contract and when I wanted to get out, they refused, said I have to pay the full balance. Fine. I paid for over a year, and when my contract was up, I called and cancelled. They told me over the phone I had cancelled. Apparently, they lied. Kept invoicing me anyway. Then, when I tried to re-cancel, they told me I should be afraid of someone breaking in, murdering my family, raping my wife, etc. fearmongering without ADT. I spent over 45 minutes just trying to cancel. Finally, they cancelled. Then they decided to charge for the months they kept invoicing me. They refuse to waive the balance. In fact, they will probably keep invoicing my family, even though they once again say it is cancelled. Stay well away from these vultures.
Tip for consumers:
Stay far away from this crooked company.
Products used:
ADT "Home security"
Date of experience: December 16, 2021
The operators name was Trina Peacre. I don't know if she was having a bad day but she was short and seemed very angry on the phone. I asked for a senior discount and she said ma'am I can give you the whole thing for free. Finally I just had enough and hung up. I'm going to take my business somewhere else that wants. Thanks for a horrible experience that ruined my day.
Tip for consumers:
Nicer customer service who carr about the customers.
Products used:
Went with another company.
Date of experience: January 27, 2023
I was offline for over 10 years and did not know it. They do not care about your security, as they do not check to see if you are connected EVER. It is all your responsibility though you pay them every month.
If you have dropped your landline, please make sure you have gotten a cell signal option from them.
If you have a code "FC" showing on your keypad it means that there isn't a connection to ADT and NOONE is coming to help you when the alarm goes off.
Tip for consumers:
I talked to 2 supervisors who seemed understanding but confined by company policies. I can't believe that in this day and age, the company does not check at least once a month to ensure that the systems are working and let you know if they are not. It isn't very ethical to me, but they are very aware that they are covered by their contract, which makes it the owner's job to test the system and not ADT
Date of experience: April 6, 2023
I went with your 3rd party safe streets promised me to lower my spectrum bill to $25 a month liars now I'm stuck with a 2 year contract never will go with adt they need to talk to your 3rd party safe streets and fix this it is fraud making you guys look bad never again will I go with you guys
Date of experience: September 26, 2023
This is a new one just this year. I accidentally opened my garage door and set off the alarm. Instead of a call from ADT I got a text message wanting to know if I was o.k. It use to be a human that would call and ask your passcode. Now it through a text message. What if it was something bad and It didn't have my phone. Maybe I'm wrong but I'm paying to be monitored by a human. You raise my bill up every year.
Date of experience: March 1, 2023
At the time the installer installed the security system i signed a 2 year contract went to cancel after the 2 years they told me it was a 3 year contract & told me I would have to pay $400 to cancel avoid
Products used:
Security system
Date of experience: March 31, 2022
Rushane shortridge and Andrzej Palka was amazing. Both of the gentlemen new what they were doing and they took care of business and both of them are very respectful And job Well done. I would definitely recommend ADT to all of my friends because of these amazing two wonderful guys. I'm a happy customer
Date of experience: December 16, 2020
After months of false alarms and multiple attempts to fix ADT refuses to do anything and charged me 2k because my contract was not up. Nobody has been able to sleep for months due to false alarms.
What a joke.
Date of experience: June 9, 2022
We've been without service for 3 days only people that answer ADT PHONES are in the Philippines and they can't even assist you. Their mother office ( local) doesn't even pick up their phone lines. Really unacceptable. If you'd like to just give away your money ADT IS definitely the company for you
Date of experience: June 28, 2023
Had a system installed by ADT representatives and have had many issues including smoke detectors not working and 2 out of 4 cameras not functioning. Have contacted ADT online and had local representatives try to fix the situations. Online can't help because the installed system is out of date (5 years old) and local service only provides temporary fixes which fail over time. System is expensive and ineffective... I advise DO NOT USE ADT.
Date of experience: October 1, 2020
It's endless! Every time I turn around, my cameras aren't working! I have to unplug my modem and all of my extenders and try to fix the problem! Sometimes it works, others no so much! Then if I have to call for help, I'm on the phone forever! I had to make an appointment to have a tech come out and the appointment was three weeks out! So in the meantime, I have no cameras! Also called today and they set up a virtual appointment and it is now 30 Minutes past that! It's just not worth the initial cost to put in and the monthly charge! I'm still infer contract and can't wait to e fine with ADT!
Tip for consumers:
Whatever!
Products used:
I’m going to Ring as soon as I get out of my contract with ADT!
Date of experience: May 6, 2022
Oh, absolutely the worst system and customer service I've ever dealt with to try to call and talk to anybody they keep putting you on hold and telling you wrong department that they need to transfer you and then you hold again for over an hour camera system cuts out constantly. They say they monitor it but alarm goes off for over a minute no call no response. Their answer is alarm. Must go off for over a minute or they think it is a false alarm. Try canceling and they keep transferring you to different departments and don't cancel your service
Date of experience: February 13, 2023
Customer serves is of ZERO help AT ALL ab entire waste of $600 equipment for these people to straight up tell me nothing can be done about it all they will do is screw you royally I see exactly why they have a 1 star popular rating. DO NOT WASTE YOUR TIME OR MONEY!
Tip for consumers:
The customer service alone is reason not to WASTE YOUR TIME OR MONEY!!!!!!!! There is no “customer service” they absolutely just want your money and give a dang less about anything else.
Products used:
None because these people are GOD AWFUL
Date of experience: July 12, 2023
I had technical issues with my security cameras, I requested a technician to come out and fix them, ADT technical support representative informed me after I requested the fees of $59 to be waived, that he waived and no other fee will be charged for the service.
A technician comes out and conduct the service, then the next morning my credit card was charged for the amount of $314. When I called Att Technical Support and billing they refused to revise the charge and said it's a valid charge although it was never disclosed to me not if I gave authorization for this money to be charged to my credit card. This is a very unprofessional way and kind of shady way to do business if you have a choice choose any other company to protect your home and you feel safe with. This is my experience I do not recommend ADT to anyone
Date of experience: August 30, 2023
I had this service installed after moving to a new home. From day 1, this has been a jokenof a service. The installation company put alarms in spots that were unnecessary after I told them not to place then in certain spots. They oversell everything. Then we had alarms go off when the alarm was DISARMED. It took several trips for these clowns to correct the issue. They then tried to charge me to fix their screw ups. If the alarm goes off and you call back to report the alarm is a false alarm due to their defective system, you can wait 10 to 15 minutes for someone to answer. It's a crime this company can offer such a scam service
Date of experience: May 25, 2022
They lock you into no-escape contracts. The rate you pay is a joke. They are trained to negotiate whatever rate to keep your biz even if the next sucker is paying $69/Month, you might get it for $29 because you threaten to no re-new. When I tried to cancel, they wouldn't allow me to do online, I had to talk to a specific cancellation dept. I called and waited 40 mins before I hung up. Then called back and directed my call to the new customer line. They picked up in 2 mins, 32 sec. But OF COURSe they couldn't help so they sent me to "cancellation dept" where I waitined another 42 mins. Forget this company. Equipment was faulty and didn't work properly either.
Date of experience: October 18, 2022
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