ADTReviews 798

Reason for low rating is first and f poi repost for NO RESPONSE from rep Amy Bertha. I have tried NUMEROUS times to get in touch with her...nothing. Ucconsiounable effort on her part. So, is she really an employee of ADT?

I had ADT for 6 years. Earlier this year my living room camera stopped working. I called ADT, I was informed that I have to pay for some to come and fix the problem. I immediately wanted to cancel my subscription, I was told that I will have to continue paying till 11/24/23. So I continued to pay. On 9/25/23@ 455pm I called spoke to Jackie who informed me that I have to call on 11/24/23, that is when my contract expires. I called on Black Friday was informed that the billing office is closed. I called on the morning Monday spoke to Sofie, then supervisor and canceled my account. Today I received a bill for December. Santiago hung the phone on me. After requesting to speak to a supervisor. He tells me it's unnecessary for me to talk to a supervisor. Very RUDE CUSTOMER SERVICE. They don't listen but they want you to pay no questions asked. ADT please be careful. They will not protect your security. NOTHING BUT SCAMMERS! Buyer BEWARE!

Every time you call you're on hold forever! You're lucky if you're not disconnected. They charge a ridiculous trip fee, 99.00 even though you're paying for installation! You have to complain to try and get that removed, usually with no luck. The alarm itself is great, especially since they use Google cameras now. On a positive note, the Tech's are awesome! It's the only reason I still use ADT

Customer service will talk to you like you are stupid and expect you to pay for equipment that doesn't work and will turn you into collections for not paying for their junk

ADT is a rip off. When I moved I was told I had to leave my equipment at the old house. Apparently they cannot hook that same equipment up at your new place. Then they charged me over $600 to pay off the equipment they made me leave there. There HAS TO BE a better way ADT. I've been a loyal customer since 2013. Come on man

Cannot get one English speaking person on the phone. It's ridiculous me and my wife are both been trying to call to get customer support and technical support and no one can understand a word we're saying and we speak perfect English and then we've been hung up on twice. Is there anyone that knows how to reach them in the United States

I was an ADT customer for 9 years. Last year we decided to move and no longer wanted to continue the service. When I called ADT, the employees kept switching me from one department to another. After several calls later somebody accepted the contract cancellation, but in never was filed. ADT continued to withdraw money from my bank until I put a stop payment at my bank. I was then reported to a collection agency.

If you like being transfer around and lied too, then you might like adt.

They are a bunch of jokers running the service departments. There are like 10 departments that don't know left from right

The sales department is full of liars and once you catch them lying, they disconnect on you.

Don't waste your time, money, energy..

I could give him zero stars, I would. I was a first time homebuyer. I felt bullied into getting a security system and then got it. I never used it. I try to get out of my contract, but they are not forgiving. They don't care if you never use it, do you still have to pay the amount monthly which is generally $49. I am finally coming up to my to your agreement where I can cancel but you have to cancel within 30 days they won't let you cancel before if you try to cancel before you get a cancellation fee if you don't wanna be locked into a contract, please please do not go with ADT. It has been nothing but a nightmare for me get the ring.

I wish I can give it a 0 out of 10. Unfortunately, the one star will do. I've been with ADT for almost a year and a 1/2. Last year I had absolutely no issues with automatic payments. Since June of 2023, I've been having issues. I have spoke to them every single month about taking money out of my bank, and they said that they fixed the automatic payments, but they didn't. Unfortunately, I would like to cancel with them. But they blindsided me when I signed up with them. They said there was no contract, and they lied, and now there is. The customer service is the worst that I have ever experienced. They don't listen to what you say. They transfer the call, so they don't have to deal with you anymore. And try speaking to a supervisor is like finding a hay in a needle stack. I do not recommend this company to anybody. I have never had a company that does not give an email or text message about payment being declined. This company gaslights you Saying that they don't send out emails or text messages when your payment has declined. So you need to figure it out on your own. Please save your money and go to ring instead. They are a lot cheaper. And you don't have to deal with this run around.

Below is an email response that explains most of it nicely. Today, I was told that my warranty would not be honored, and that I was not eligible for refund during downtime. A complaint with the Attorney General's Office has been filed. I was a customer for 3 years. It was all fine and good until they needed to put forth effort on their end of the bargain. They're more than happy to take your money but don't think for a second that warranty program will be honored even if the malfunction was brought on by actions of ADT.

"So after I've been without service for 6 months, stood up on an appointment, stood up on elected calls from branch office (twice), and spent HOURS on the phone with every department...ADT's proposal is to charge me $1,000 & double my monthly bill. My equipment was under warranty when your company ran a "routine system update". Refer to the attachments.

This is insulting, and there is no chance I'm buying anything from your company. Honor my warranty. If not, I'll cancel and obtain a refund from March until now along with a refund for the useless battery I was falsely told to buy. My next call will be to the Attorney General's Office.

Your company isn't interested in making sure anyone is safe. It's all about monthly bills, contracts, and being forced to constantly upgrade equipment that is perfectly fine. ALL my equipment was brand new in March 2020, and would still be just fine if the phony "routine system update" hadn't taken place. This is a wash if I've ever seen one.

ADT's relationship or lack thereof with their third party vendor who handles installation isn't my problem. The equipment was under warranty and faulted due to actions made by ADT. End of story."

I've been with ADT for a year. I'm having problems with the system. I paid a tech to come install and teach me how to use the system last year. That tech failed to tell me that there were batteries that needed to be changed and how to do that. But, Mary was so kind as to inform me I should have read my contract for that information. I've spent the last 3 days on the phone with you trying to solve this issue. I've been told every time I ask to speak to a supervisor that they are unavailable. I don't trust my business with you at all, and I'm not spending my money on you ever again. And I really suggest if anyone in business is looking for a security system that you not use ADT. The tech left silicone all over the top of the battery for the door sensor so I couldn't find the little button to get it open. There was silicone, leaked all into the inside of the battery itself. Your customer service representatives are rude and unhelpful except for Valerie. She was really cool. And God forbid you need to speak with a competent supervisor… you'll wait three days for zero results.

The only reason I entered into a contract with ADT was because the salesman guaranteed that my cats won't set off the alarm. My cats did, in fact, set off the alarm. I told them I wanted out of the contract, but they refused. I should have pursued legal action, but I didn't. So, I decided to pay the early termination fee that comes with an early termination, and so I told them to terminate the contract. Rather than allowing me to pay the bill, they took one last stab at me by immediately sending it to a collection agency. That was unnecessary and really made me angry. I will never again use ADT and I will recommend to anyone and everyone to stay away from it.

I used ADT for 4.5 years. Never had an issue, never had a break-in. August 2023 the motion sensor alarmed inside my home while I was away. ADT called me on my cell phone but the call did not come through. My backup was called and replied 'I think she's out of town; call the police'. ADT decided to cancel the alarm for some unknown reason, to this day. 5 hours after the alarm went off and I awoke for the day, I looked at my cell and saw numerous calls/texts from ADT and also my backup. Looking at my outside security camera I could see window screens on the ground, obviously someone tried to break into my house. After numerous calls to ADT, I finally screamed 'call the police' which they did and the police promptly arrived. They called me back to say a mother bear and her 3 cubs had broken into my house by jumping through a closed glass window. I was informed that they often return to the food source and I needed to get home and block the opening into the house.
One of the customer service ADT personnel that I reached that morning told me the alarm was turned off because it was a 'temper alarm'? I never got a straight answer that was understandable at the time of what a temper alarm was. ADT uses remote phone monitoring; I could neither understand the language or get an answer.
After taking care of the mess and damage; ADT was always on my list and needed to be dealt with.
I called numerous times requesting a supervisor or someone in charge: the answer was always the same; "there is noone here at the moment, someone will call you back tomorrow".
Noone ever called me back.
I proceeded to hire a new security company and when I called ADT to cancel and actually was able to speak with an employee I could understand, I was told 'so sorry that happened' and you will be charged close to $400 early termination fee.
I wrote a detailed letter to the Supervisor of the Billing Department stated why I should not be charged the early cancellation fee, but to no avail. I was billed, I paid and now I want to communicate to anyone looking to put in a home security system to SKIP ADT.
What kind of service do they provide? None.
Could have been much worse, my house could have been emptied, my life could have been in danger if I was home or an actual intruder entered the house. The possibilities of what might of happened are huge and should never have occurred.
Tough lesson.
SKIP ADT

After 17 years of being a loyal client, my service was interrupted and when I tried to have it fixed I was told I had to upgrade. My system was 5 years old and cost a lot to have it professionally installed. After many many calls I was advised that to close the account I had to put in writing. A month later they wanted my payment for the service that was cancelled and not working. Customer services said they never received cancellation, but did see a zero amount for my service account indicating I cancelled. I switched to Simply Safe and the monthly fee is 1/3.

NEVER USE ADT. I had their system on my small business and the alarm failed to go off during a burglary and neither I nor the police were notified of the situation. As a consequence the burglars were in my store for 5 hours and stole hundreds of thousands of dollars of merchandise, nearly putting me out of business. ADT has refused to let me out of contract despite this failure of thier system and has given me the option to either keep paying monthly until the end of my contract or pay out the remainder of the contract. This is insane. Never use their terrible product. This has been far and away the most disappointing business i have ever worked with in the 13 years I have been in business.

The system is not working, they know it and they keep charging. You call to get service and you're transferred between Manila, Mumbai and god knows where. Every time you reach an operator on the same issue you have to repeat it all over again... they exhaust you hoping you forget you have an alarm system to worry about.

This is a third saga installment of ADT's very poor customer service. In short, after returning hardware on my own nickel because I could not get an authorized return label (taking the address off a example on ADT's web page), following the shipping history, and waiting for some kind of acknowledgement of the package being received and processed, and then in turn waiting 3 weeks for a refund I gave up and went to my bank and filed a fraud claim. My bank succeeded in getting my money back and deposited it my account. At NO TIME did I ever receive any notification that my return was being processed even after two calls to check on the refund status. If I hadn't spoken with the receiving warehouse manager who in fact verified my package had been received and forwarded on to ADT, I would have been lost in an ineffectual ADT support team abyss. Cudos to the receiving warehouse manager who was not an ADT employee but a third party electronics package processor. In conclusion, do not expect any kind of support once a sale has been consummated.

Don't spend your money here! They don't know what they are doing. Poor run company. They just charge you for service address you don't live at.