ADTReviews 798

Had to relocate before 6 month period and wanted to cancel the service because was too complicated. However, when I called I was told I could relocate at a reduced fee and get same service. That was a lie, didn't tell me the equipment had to be brought to new location by us. We never did get even same service provided at original location because we were not told to bring equipment and continued paying for reduced service. Then decided to cancel anyway and it was past 6 months and was jerked around 6 times this morning and was transferred to 6 different "representatives" and just trying to pay the cancellation fee that the first representative, Monica Bledsoe, two days prior had told me the amount and transferred me to Manuel in billing. When I told him Monica transferred me to him to pay cancellation fee, he stated he wasn't in cancellation department and I had to wait for an email with amount because it would take 30 days to process the cancellation. The next day I received an email with a higher amount. So this morning I started at 8:08 CDT trying to dispute the higher amount I received in the email. I was transferred 6 times and each time I had to wait for a call back and it's now 12:15 CDT and finally was so frustrated and just wanted to end the whole fiasco with ADT I paid the higher amount sent in the email! Plus I'm a senior (75 years old) and was not told of discount for seniors nor satisfaction guarantee of no penalty within 6 months. Tried to cancel when relocated because so complicated to view who was coming around house. But, talked me into to a reduced rate of a few dollars and waved relocation fee. DO NOT USE ADT. Not worth the hassle!

The absolute worst experience! For a security system company, they did a lousy job and gave me a false sense of security as they did not protect as paid for or advertised. The technician who came out to do the initial installation didn't know what he was doing, didn't communicate, and didn't do his job. He left half the house without window contacts. The ones placed were positioned so that every time the shades came down, the contact cover came off and created a faulty system. He installed a Google doorbell camera and did not hook it up to the ADT system or Google Home, so it was not recording or providing security.

Yesterday it took one hour to get technical support. I waited another 3 hours to get virtual assistant technical support, who called 30 minutes late and initially attempted to tell me ADT did its job, and the rest was on me. That did not go over well, and we had a conversation. After 2 hours of him assisting me in doing it myself, the doorbell camera remained nonfunctional. I will need to wait another week for assistance.

I would not recommend ADT for your security or protection needs.

I try to cancel the ADT service and I learned I can only do it over the phone. No email, no letter! And the wait time is 50 minutes. I was told there is always high call volume with that department and the company doesn't even bother to do anything. I am suspecting it seems like a deliberate strategy to discourage clients to cancel the service. It says so much things about this company!

Do not use. They charged us in full upfront for a system that they said that we would only when it was completed. That was 2 months ago and approx 4 failed attempts to install. Installer's didn't have all the equipment and the work they did has failed.

I really liked ADT. But when it came time to cancel after years of service, they simply won't let me. They insist it has to be a phone call, but I'm seldom able to get a person and when I do they just put me on hold. You will be stuck paying for them indefinitely. The only way to avoid this is not to allow them in your home in the first place.

In June it ia three years with Adt. In April I called them to cancel my contract. They told me without a penalty I would have to wait till June when the 3 year contract would be up. That was fine with me. In April i got two cameras added and i was given to understand it was a separate contract. When I got a customer service representative after being on the line all day he said I cannot cancel my contract because i signed a new one in April. That is a rip off. The cameras were separate. Now i am tied to a contract for another two years. I cannot get anyone to talk to. Very frustrating and unhappy with ADT. Beware before you get any service.

Over 12 years 4 new panels, constant issues with codes and terrible service. Ring is your best bet!

ADT employs deceptive practices to lock customers into long-term contracts, making it difficult to cancel or modify services. When attempting to cancel, frustrated customers should be prepared for relentless retention tactics. ADT will offer promotional prices, but customers should refuse multiple times until even more substantial discounts are presented. It's disappointing to see a company prioritize profit over customer satisfaction and trust. Seek alternative home security options that value honesty and integrity, as ADT's practices are highly unethical.

Cameras break, you spend hours on the phone and no one knows anything. Don't waste your money. Sucks

If you have any issues with your system after the techs have installed it, ADT charges their customers $59 or more for a tech come out and visit. This goes for ANY issues-- changing battery, resetting your camera, fixing a sensor that was sloppily installed.
The only other option is for them to walk you through the steps to do it yourself. Which is not support in my opinion. So if you have any disability that would prevent you from reading text, using tools, glue, and/or getting on a step ladder, then you are out of luck. If you have a tech that comes out and does a sloppy job installing the sensors and system, you are out of luck. Last summer, I was on a step ladder drenched in sweat while a tech walked me through resetting the security camera. I would not recommend this system to anyone. This company should be ashamed of themselves for that.

BS installation, you would think they would install with professional installation. I had to take off of work 6 times because they couldn't install the alarms correctly nor could they fix the problem. I complained that this is unacceptable and wanted to stop the service but their answer over and over was you signed a 3 year contract. So I'm out 20 some hours of work to deal with these $#*! clowns,numerous dealings with the police and tickets. I still got numerous false alarms so I shut the alarm off. They don't care and I'm paying a monthly fee for nothing. Their installers suck,and are not trained properly. I would have been better off robbed than using ADT.

Totally messed up my order! Been on the phone with them to correct or cancel my account and have been on the phone with ADT for a total 8 1/2 hrs! Mostly on hold! 8 1/2 hrs! Can you do that? I first called at 10:00 this morning and it is 6:30pm now. They just keep transferring me on circles. ADT representatives have no idea how to do much! If they can't get an order right or even allow me to speak with anyone in the correct department, then how can they protect my home? I'm still being transferred and it's now 7:00 pm!
Situation; I purchased their system with 2 day shipping because I am leaving out of town in 5 days for two weeks and need protection due to living in a bad area. 2-day shipping mind you. I checked my tracking and it was shipped ground and will arrive in 5 days! The day I have to leave. What? I still have to install the system and set it up! That ain't going to work. So if anyone wants a free ADT system, it will be waiting for you outside my door for two weeks.!
Upon trying to cancel the order or at least have them send another system over night so that I receive it in time to install and setup, I have wasted a complete day (9 hrs so far) and still being transferred in circles with no avail.
If you value your time, call Simply Safe or an actual reputable company. ADT has no idea what's going on.! But if you do decide to call ADT be prepared to communicate in another language. I have never had such bad service in my entire life ( and I mean that) still on hold. I have gone in circles for 9 hrs now! It is now 7:00pm

They canceled my account without my consent claiming that I had called to cancel 2 months earlier because of a financial hardship. This is impossible because my payments are auto debited and I had never once missed a payment. Since I set up the service 2yrs ago I have never once spoken to the customer service department before this issue. They told me they were going to re-instate my services and reverse the bill but low and behold they told me that because my home was pending sale they could not re-instate it. They wanted me to pay early termination fees. After talking to 6 representatives in one day they finally assured me that it would be re-instated. Imagine my shock when I called to schedule termination because I finally decided not to move with them and they said my account had already been canceled. Some mistakes are unforgiveable and this is one that has not only occurred once but 3 times. They never gave me an answer as to who canceled my account or who they spoke to. They only offered a maybe someone had my online password excuse. How? I didn't even have an online account at the time.
What if someone was trying to cancel my account to rob me? How do you expect me to feel safe? Now I don't feel safe and don't want your service that you haven't even been providing but charging me for.

Impressive expertise and customer service during system conversion and new installation from Jermone Hawk. This is my 3rd ADT Security System. Jermone is an outstanding reflection of ADT and is to be commended as such.

At the time of installation, I was told if services are cancelled within the first calendar year, there would be no penalty. I moved forward with services for this reason as I would occupying the home for 10 months. My spouse is in the army and we are relocating sooner than expected. I called to cancel services. They are charging me nearly $4000. I requested my credit card information be removed from their files on 05/11/2023. On 05/15/2023, my credit card was charged over $1000. I don't argue financial responsibility. I question how do you charge my credit card when my information was removed. Does this not define an unauthorized charge? After being transferred from person to person, I'm told it takes 30 days for your credit card information to be removed from their system! What happened to me receiving a final bill! Ultimately, I wish I wouldn't have started services. It has turned out to be an expensive mistake! I would not recommend! The sad part is that USAA backs this company! Just buy your equipment and seek security services elsewhere!

Customer service sucks. I have been having issues with my alarm system: 1. It took them over four months to correct the problem. 2. I was promised I would receive credit for the time my system was down; however, I am still waiting to receive it. 3. they will tell me to call customer service, and when I call, I will be instructed to call billing or some other departments. Never-ending phone calls and no resolution. They don't seem to have internal communication.
I have called more than a few dozen times and have had to explain the situation repeatedly. Yet, the agents do not notate the account appropriately, so when I call again, they ask me to explain or transfer me to someone else, and that person would ask me to explain what I just explained to their colleague.

I recently acquired the Ring Video Doorbell from ADT, and I must say, I am thoroughly impressed with both the product and the service provided. The Ring Video Doorbell has transformed the way I monitor and interact with visitors at my front door. The video quality is crystal clear, allowing me to see who is at the door from anywhere through my smartphone. The motion detection feature is highly accurate and sends timely alerts, ensuring I never miss a visitor or a package delivery.

The setup process was seamless, thanks to the detailed instructions provided by ADT. I appreciated their excellent customer support, as they promptly addressed my inquiries and guided me through any technical concerns. The Ring Video Doorbell has provided an added layer of security to my home, allowing me to feel more at ease when I'm away.

I highly recommend both the Ring Video Doorbell and the services provided by ADT. They have surpassed my expectations, and I am confident that they will do the same for others seeking enhanced home security.

These people lie about everything to get you to sign and after you see the problems. They equipment doesn't work half the time, not picking up activities. You get on the phone with them and they're ALL NASTY. Because they know you are stuck in 3 yr contract they BS U. Then they do crap to mess with u,their solution is PAY MORE MONEY to upgrade your system and data. I HATE THIS COMPANY. PLEASE SOMEONE START A LAWSUIT AGAINST THEM. WE WILL JOIN!

This company refused to cancel my service despite being outside of the contract window. I had to make 4 different attempts to cancel my monitoring services over the course of 10 months. They continued to charge me and each attempt was met with incompetent reps that seemed to be reading from prompt cards instead of helping me with the issue. Long conversations with redirection and excuses on why they can't do anything with reassurances that this time it will be different. Once the company actually cancelled my service I was told I needed to pay 95$ to bring everything current and it would be done. No. 4 months later I receive a collection notice for $85. ADT will continue to charge you and there is absolutely nothing you can do about it. There's no action you can take. If you are currently a customer then when you go to cancel don't do it over the phone. Do it over email so there is a paper trail and you can substantiate your claim. I lost over $700 to this company plus several $25 returned payment charges due to someone changing my account information after my first cancelation attempt. I just paid the collection and pray this is over.

I have had adt for several years with no issues. I moved recently and had back to back issues where I was having to call in several times to have the same issue resolved. The last issue I had was that I was billed for things not installed in my house upon moving. I called in multiple times and they told me the local team needed to call me back which they never did. Finally I begged billing to have one of their managers call me to help because I didn't know what else to do. One of their business managers, Miguel Ramos, called me and was wonderful and after dealing with this issue for weeks was able to resolve it right away. Huge shoutout to Miguel. We're so thankful we were able to get out money back for the items not installed.