ADTReviews 798

$2000 to cancel service on our house that burned down. Not even for equipment. That amount is to "finish out the contract" the amount we would have paid for them to protect our house for the rest of the contract. They don't deem the house being covered burning down as a reason to cancel service. Not to mention the two times I tried to reach customer service and was told I would receive a call back and never did. Absolutely appalling customer service.

I dread calling here, I've only had to call a few times but each time I'm transferred at least 5x between departments. It's extremely frustrating. You're on the phone for a good 30-40 minutes. Mostly on hold. Maybe If you're lucky you finally get a person that helps you but most the time it's so frustrating that you just hang up. I've also been hung up on twice because someone didn't want to help me. I wasn't even being nasty or anything, it was just someone who didn't want to work. Extremely frustrating, don't recommend.

The ADT alarm keeps going off! A year ago, we discontinued ADT after 2 years of service because their price kept increasing. All was fine until one month ago. The ADT alarm panel reactivated and the house alarm went off multiple times. When contacted, ADT said it was not their problem and we would have to inactivate the system ourselves. We have to get an electrician because ADT hardwired their system into the wiring. BEWARE of ADT!

I purchased ADT + for my elderly mother. Very disappointed. The google doorbell is horrible.it does not alert in real time like Ring doorbell or chime on your cell phone someone is at the door. The video history and recording is not reliable. The nest camera has poor night vision quality. ADT sercurity is fine for perimeter alarming but do not get the doorbell or camera. You will be disappointed if you know how well other systems work.

After 13 years as a customer they want to charge us $1000 to cancel our service that is not working for us. A real rip off.

I have been an ADT customer for upwards of 10 years, not anymore. A year ago the system that I bought upon moving to my newest home was "no longer supported". I was forced into a new contract and a new system to the tune of $1600 of equipment and extending service because they decided to update the tech. One would think that they would take care of their current clients but after months of issues with this new system I stopped wasting my time calling. Today I called to cancel my service due to moving and they have the audacity to now say I have to pay a $1600 cancellation fee because they forced this new system on me and since it doesn't work I'm not about to take it with nor set up a new one at the new home. After 5 phone reps in billing, cancellations, retention, account coordination and account management and none of them "have a supervisor" to talk to I told them I'm going to cancel the credit card they are billing and will contact a lawyer. They can come get the system they installed it's trash. I will never be a client of theirs again they literally did nothing for me other than costing money. The cheap WiFi connected cameras I have work better than the stuff that goes through their system as their motion sensors don't even register properly.

Called them to cancel as I was not happy with the service from ADT. Calle 3 weeks ago to cancel I was transferred from one dept to another 12-14 times and they still didn't cancel the account. After 3 weeks I followed up to see the status of cancellation turns out it was not canceled. Even today I am on the phone for over 3 hours and the same $#*! calls getting transferred from one department to another. To my knowledge, ADT was a great company but the service they provide is 100 TIMES extremely horrible.

Today a person from ADT visited us. We are new to this area. I didn't open the door. I never open for strangers. So I didn't open. I asked her to call as it's a working hour and I will think about their service. She told me, instead of me calling you, why don't you call me? Then she wrote her number. I asked her to leave it in the door steps. She said ' I won't hurt you'. I felt obligated and finally opened the door and got that piece of paper from her. I could hear her mumbling "You thought I am going to hurt you...J...". Trust me, this is from a company that provides security. Isn't it the first lesson ' don't open for strangers'. That's odd that she couldn't understand a customer's hesitation to open their front door!

3 years I have had adt, never had an issue EVER, I had a new tech come in that barely knew what he was doing come in take the adt panel off the wall, try to replace it, than put my panel back on the wall, after that all of a sudden my panel is low battery won't charge and won't work. I call to have someone come out to replace the battery if I buy it and they want to charge 152, absolutely ridiculous and than the last tech also told me that when you move they won't remove the cameras so yet another thing I have to worry about. Dont worry about getting ADT, go with someone better because all they want to do is nickel and dime you.

I called to disconnect my service and have it moved to another state. I was told I would get my self-install equipment in the mail, but it never came. Once I was moved and had a few days to settle in, I called and was told they inadvertently forgot to send my equipment. I got the equipment but most of it does not work. I cannot get anything other than online or "virtual" help reinstalling everything, even though the initial install was done exactly as instructed on the ADT+ and Google Home apps. I explained I am older and unable to do this, but apparently you are not allowed to have a tech come to the home if it is "self-install". My first call took over an hour and now I have been on hold for over 30 minutes for another department. I will never recommend this company to anyone. Extremely expensive and the customer is expected to do all the work.

The adt sales people hid facts and then give you a service contract that locks you into extremely costly services you did not ask for over a three year period. We asked for emergency services only and are now stuck with computer monitoring we did not want. The contract small print can not be understood. Do not work with them. Simplesafe would have been so much safer!

Wanted Outdoor Camera and Indoor Motion Sensor.
Accept personal responsibility. But SOLD VERY EXPENSIVE with Sensors on Every Entry after tales of local problems.

Since Then, Nothing BUT PROBLEMS:
-The Indoor Camea NEVER worked.
-Window 15 needed a new Battery within four weeks, and every three weeks there-after. Then DIY Replaced.
-Window 40 had a Fault, corrected, then another Fault. ADT Tech said it could be a BAD BAYCH, eventually DIY Replaced.
-Window 16 showed a Fault, and Bypassed.
-Told AT INSTALLATION that TWO APPs were needed, Google and ADT, since parts of ADT System Doorbell and Cameras not compatible with Google.

In two years, never heard from ADT.
THEN, Confirming Correct Decision of Cancelling ADT:
FOUR HOURS AFTER Cancelling Service, received CALL after DIY Sensor removed.
Received three Phone Calls next day.
Then NOTICE that Control Panel disconnected after DIY Removal – Two Days after System was deactivated.

We have had ADT for almost a year now. Our camera's do not record, our sensor on our side door, half fell off. We can't use our alarm system because anyone can break through the side door, and the back door because it is malfunctioning as well. What good is the alarm if it wouldn't work nor would the camera work to record? It says it wont record because we run out of data space, and we need to go through website, log in, and change our settings. We did that, still couldn't get regular recordings. We are in and out of our home multiple times a day, the only recordings that have been saved since December is Aug. 15th, Aug. 20th, Aug. 24th, and August 27th... don't get yourself screwed into a contract with this company. They will come out and fix their equipment one time then talk about charging you for the next time they need to fix their equipment that is failing.

Now here is the kicker, they say your stuck with this service and if you want to cancel before your contract is up, you will have to pay 75% of the remaining contract. This says to me that they know their product is not great and they want to sucker people into a contract that you will end up paying for that will not be useful to you in the least.

Save yourself the headache and money, look else where for your home protection. The one star is for the guy that sold us the policy. He was a great sales man he just works for a company that looks out for their share holders more than their customers. They find more suckers that will buy into their plan, like us. We bought it thinking it would help my combat vet feel safe, but it doesn't work, so it is useless to us and we are paying for a product that is useless to us.

Upon attempting to cancel a contract after nine monthes, I was charged over $650 on my charge card on file and sent a remaining bill of over $2400 to cancel contract. I was moving due to boyfriend being deployed and that was still not good enough to cancel contract. Disputed with my credit card company but the reversed charge for the very expensive overcharge of equipment was put back on :/. The customer service agents were rude and disrespectful when I called to complain and asked to speak to a manager. I was told there was no manager and I could " google" address to send a written complaint or " google the email address. Big disappointment in the customer service and the inability to break contract due to circumstances. My advice is buy your own equipment and dont go through this absolutely horrible company.

I called to.cancel my service today after 4years. I assume the agent was upset because she wasn't able to talk me into staying with them, so finally after our conversation she just hung up the phone. Well, this summarizes the entire relationship, Thanks ADT,

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.

I started out with the chat option. The issue I am having is that I'm moving into a new apartment and I called ADT a couple weeks ago to have the service cancelled. They offered new equipment and a lower rate at the new location. So I agreed. My move out date was pushed out another week. I asked to have to the date moved from 9/22 to 9/29. I started with the chat option and I simply asked to change the date. I stated restated regurgitated and stated it again too an agent named Thomas. He could not grasp my request. I let him go and called in. The agent, Jennifer, listened to my request put me on hold came back to verify my request put me on hold came back again too tell me she was transferring me to another department. Here we go again. I believe her name was Shantel. Re explained everything, I was put on hold several times so that she could look into my request. She finally came back w an answer which was she is changing the date but it takes 30 days for ADT to cut off the service. Which means I I will be paying for a service in which I am not using for a month. I've had the service for 2 years. I'm not defaulting on my contact and this was not explained to me when I originally called to transfer service. I was so done with their lack of customer service that I told the agent "nevermind, I'll go to the new apartment and take the new equipment and return it and go with another company". Who would trust their security to a company like this? Not me. Anyone reading this please let me know where else I can leave this review because ADT knows so much that they are a rotten company that they don't even allow for reviews on their own website. The also don't have an option to email.

THIS IS THE WORST SECURITY COMPANY EVER!THEY DEFEAT THYRE PURPOSE THEYRE SUPPOSE 2 GIVE A SENSE OF SECURITY PROTECTION 4 UR PROPERTY WELL THEY FELL 2 DO SO. INSTEAD U AS A CUSTOMER NEED SOMEONE 2 WATCH THEM THER4 ADT SHOULD PAY CUSTOMERS 2 JOIN THEYRE INADEQUATE THE COMPANY COMUNICATION HORRIBLE THEY SIGN U UP ENTER CONTRACTS WITHOUT UR KNOWLEDGE N PERMISSION RUN PEOPLE RUN...ADT SHAME ON U!TRANSFERREN U 2 REPRESENTATIVE ON N ON NO ANSWERS!