ADTReviews 798

If someone's break in alarm goes off, how are they supposed to respond to a text message What happened to speaking through the speaker & dispatching policeWe could have been in harm & ADT texted us & called with automated message. We never spoke to a person. And to make matters worse they cancelled the alarm without knowing if we were ok. Alarm was blaring for 10 minutes. I'm in disbelief that they would do such a thing. Careless!

I'm paying for a service that isn't even working correctly and after 4 technicians and MANY hours on the phone no result. Worst customer service and you can never talk yo anyone who doesn't read a script or can help you. Had to retain a lawyer. Of I could give a zero rating I would and they don't even deserve that. Negative 1000

Don't bother trying to call ADT if you have an issue after setup of the appointment to install. You will sit on hold up to 30 minutes for them to just tell you that you need to call the dealer. Once you get the dealer on the phone, then you get a bunch of fake "I'm Sorry" and "I can see how that is frustrating". They will leave their trash all over your home so you can clean it up after they leave, if they put the door sensors on the wrong doors, oh well for you, they will take it off, but damage the door at the same time, and again oh well for you. I would never recommend ADT to anyone and once this 3 year contract is up I will not renew. No wonder they have you sign on for 3 years, you are stuck. Either pay the fees to cancel or be stuck with crappy work.

I have such a delay from when my camera notifies me that some one is on the porch and the delay of the camera to spool up. I may catch them walking away. Not to mention when the door bell finally rings on my phone. They are for sure walking away. It takes at least 45 seconds! ADT can't find anything wrong!

If you are willing to pay a lot and get horrendous customer service (plan on waits of up to an hour for someone to answer the phone) and enjoy being repeatedly lied to, ADT is the company for you. I could write a book of its many, many failings, and they don't think horrible customer service and lies by (perhaps just totally incompetent) representatives is grounds for breaking a contract after 2 years of hell. I gladly paid to early termination charge to be rid of them. Do not count on this company to protect your home, family or property. One of their own techs confided that I should not replace the Ring doorbell with one of theirs, which he described as "crap." He also gave me a hint of the terrible service to come.

Appt scheduled tech called can't make it because is working to far today. Rescheduled appt for today between 8-9. No show, texted tech who states. Not on his schedule. Called *******727 spoke to representative who mumbled her name. Would not clarify. Explained took another day off and can't keep doing this. She was entertained and laughing. Said she spoke with coordinator Matt who said someone will try and be there by 1. Sais to call at 12 and check. Said they can call me as they did do cancel. States can't do that unless they are running behind etc. Asked to speak to Mat. Stated he doesn't talk on phone/can't transfer call. Did I mention my system has not worked because the battery in the control panel died and can't get them to replace. But. I am still paying monthly! They withdraw the money on time! When you call expect to sit on hold for a good long time. If it's your lunch hour. You have plenty of time to cook eat and clean up. Btw. You know when they say have password ready——- never asked for it. Did you Miss mumble?

I would not give them 1 star. They are some cold hearted crooks that try to take your money! They bounce you around from one customer service rep to another so they can wait you out. Customer Sales Rep are unknowledgeable about customers account or at least they try to act like the are. Supervisors and Reps sounds like loan sharks with no hearts. Find another company to service your home. I'm getting Vivint to buy them out hopefully they won't be nothing like these Crooks.

Because ADT's base charge is so high, a customer might think that would reflect a desire to provide good service and cover any niggling charges. That would be wrong. The company does all it can to bleed customers for any small service. Anything that goes wrong with the control panel requires removing a cover that is attached by a screw with very little tread that a normal screw driver cannot open. So, does ADT provide customers with the special screw driver needed to open the cover, say when they ship a replacement battery? Of course not. They would rather charge $69 for a technician to come out, with the promise that if there is anything wrong with the screw, the technician will waive the fee. The technician denies that he can waive the fee. Then, the billing department denies that they can adjust fees. Horrible, expensive service.

I had ADT for about 8 years, we recently moved and I tried to cancel my account, you cannot cancel by email or through the website, but only by phone. I called the first time and the minute I mentioned cancellation, they switched me to another department and I was placed on hold for 45 minutes! I called back again and when I finally reached a person, I asked not to be switched to another department and not be placed on hold!, you got it, they switched me anyway! Third call, they were canceling my account but it would be 30 days! POOR COMMUNICATION!

I have a contract with them then I had a emergency they didn't call or show up, when I tried to cancel the contract they say I must pay penalty fee for a alarm that is not working

Called them 9 days after installation telling them it goes off all day long and I hate the system and I have to pay $1800 to get ride of it! Horrible customer service with the person we talked to and that was AFTER waiting 40 minutes on hold! Will NEVER recommend this company to anyone!

3 price increases during my contract period. ADT agreed to reduce only after I attempted to cancel in 2021. In 2022, changed to a different alarm company and attempted to cancel ADT. 1st Attempt - Spent over 45 mins on the phone and rejected 3 counter offers to stay with ADT, but finally got them to cancel - or so I thought. 2 weeks later, I received a new bill for another month. 2nd Attempt- Spent over 1 hour on the phone this time, and went through the same cancellation routine. If I receive another bill, I'm just going to dispute the charge with my credit card company.

I am on hold for the fifth time AT LEAST in the last month. I am not happy. Sensor fell off, it was replaced and that one didn't work after two hours AT LEAST of my time on the phone the technician said another one would be sent. I got that one, put it up and alarm would not quit sounding off. I spent 26 minutes on HOLD waiting for a technician to tell me to unscrew the battery that was plugged into my outlet and then open my key pad, unscrew the back and take out the back up battery and leave be until my virtual technician call. I have had ADT (Brink) for 14 years! Never had an issue and do not pay for house technician. I am beyond irritated with the amount of time I spent on the phone. I also asked for them to credit my account since it hasn't worked since the second week of JUNE and they told me I have to wait until it is working again and then CALL AGAIN and waste more time and at that time they will credit me. So this has been at least four hours of time I have missed, headache gallore, my family being irritated, my family having to miss a dinner with friends because I was at home and could not leave until I got this alarm off. I am definitely entertaining the idea of going with another company. I will say this is the worst customer service I have ever had with any company.

ADT is the worse company, Terrible customer service and very unethical business practices.
I had 4 –5 months ongoing problems trying to get someone to fix the camera system at my house. I had this system 2 years. They have set up more than 7 different appointments for me but they keeped rescheduling, they said they didn't have technician come out. But when they want you to sign contract, they tell you a different story.
I have to spent at least 1 and half hours on the phone talking to customer service each time over the 4 months. After that they replaced the equipment and finally fixed the problem. But the technician told me, they use old model for my house, and now this model has been phased out. They don't use anymore. (all those information the sales person never tell me when I signed contract with him.) That's why my camera system stop working, they have very few technicians who can fix this kind of system. Plus, they have to replace the main equipment to make it work.
I got scammed by them due to the language barrier because English is my second language. I called costumer service request cancelled then they threaten my contract to me. They ask me pay more than $650 for cancellation. I already paid $854.64 at first beginning. Plus, monthly fee $72 every month. Under the cover of the contract, they can charge whatever they want.
Here is another problem, my garage door opens automatically, this problem since first begining of 2020. I called, they came couple time to fixed, but now after they replace equipment, my garage door automatically opens and closes again.
I have full time job, each time when the technician come, I have to request off. Because they only work Monday – Friday.
I don't have time to deal with ADT. This is worse company. I will fill complain with BBB and protect my rights.
Stay away from this company, their fees are super high and the contract are very long, no service. The most terrible thing is to deceive. Don't choose them.

I cancelled with them on 4/22/22 after using 15 years. I confirmed service was completley cancelled on 5/22/22. They billed me final bill $19.72 (5/15/22-5/22/22) plus $209.60 (5/15/22-8/15/22). So I contacted them several times about this matter. All they can say I have to pay for 3 month service which they don't provide anymore. THE WORST COMPANY I EVER HAD IN MY LIFE!

Even the ADT tech had a hard time fixing my camera! And they expected me to fix it through the "help page" and/or "videos" He had to use his 2 cell phones & mine while calling someone for assistance. Thank God hewas a very nice and patient young man!

I have been an ADT customer for years. It was always hard to reach someone on the phone, but last few days just killed me. I have been calling ADT for days; waited for more than hour on the phone and did not reach anyone. So I decided to use chat; i was in chat line 3 times, and i would lose connection with ADT not because of me, but because something was not working on their end.
For months I have been having notifications on my monitor: battery low, windows open but they were not opened, and other notifications. My alarm system did not care to reach out to me, even though they are being paid for the services. In the end I was told that I have to pay for batteries, tech visit and other things. Time to move on to the newer technology and different provider.

We decided to get ADT after 2 of our neighbors kids broke into our house and we chased them out, the cancellation process says 60 days money back guarantee they've been leading us on for a month now and instead of giving us our money back they're still billing us and mailing us and leaving us on hold for hours on end instead of fixing it. They've officially given us more trouble than people literally breaking into our home and trying to steal $#*!

My Husband and I had been customers for 10 years the last year has been terrible with poor service all the way around. I canceled our service last in June 2022 they proceeded to take funds from my account for 2 months. I called many times to complain and try to resolve our issues to no avail. I even got hung up on by one of their representatives. There is Nothing Top Rated about treating customers Awlful. Glad to be done with them! Do Better ADT