We recommend ADT with its 140 years of experience, six monitoring centers, and six-month money-back guarantee. It also offers security cameras and home automation integration, though it comes at a hefty monthly price.
ADT Home Security Review | Fast Installation and Superior Monitoring
Plans starting at
$27.99/mo.
Same day professional installation available
$850 worth of free equipment 
Doesn’t offer many cameras
Not a good option for renters 
3.7The bottom line
December 23, 2019
Last Updated: 3 weeks ago
We checked the prices and added ADT's outdoor security camera to the list of available products.
Pros and cons of ADT security
Pros
- Same day professional installation available
- $850 worth of free equipment
- 6-month money-back satisfaction guarantee
- 6 monitoring centers
- Landline options for areas without great cell coverage
- Brand recognition and loyalty
Cons
- Doesn’t offer many cameras
- Not the best for smartphone/mobile control
- Not a good option for renters
- Inconsistent customer experience
Compare ADT security plans
| ADT security plan | Basic | Basic + Wireless Connect | ADT Pulse® + Video | ADT Pulse® + Smart Home Connect |
|---|---|---|---|---|
| Monthly price | $27.99
| $48.99
| $58.99
| $59.99
|
| Installation fee | $99.00
| $99.00
| $99.00
| $99.00
|
| Monitoring type | Landline | Cellular | Cellular | Cellular |
| Mobile access |  No | No |  Yes | Yes |
| Smoke and CO monitoring | No | No | No | No |
| Medical pendant | Yes | Yes | Yes | Yes |
| Video monitoring | No | No | Yes | Yes |
| Smart home integration | No | No | No | Yes |
| Lifetime equipment warranty* | No | Yes | Yes | Yes |
| Learn more |
Data effective 12/23/2019. Offers and availability subject to change.
*Lifetime equipment warranty is valid only if you have an ADT monitoring plan.
ADT security overview
Reliability you can count on
ADT's not our first choice for home security due to high prices, long contracts, and lots of customer service ups and downs. But its longevity and brand recognition can't be beat.
If the reliability of a big security company is important to you, then ADT has your back.
Its blue logo and lawn signs are highly recognizable deterrents, and the brand's built its reputation on experience and customer support. Because ADT has six monitoring centers—more than any other security company—you get added protection. If one or two monitoring centers are affected by power outages or natural disasters, you’re still covered with monitoring professionals standing by 24/7. That’s not the case with smaller security companies.
Professional installation
Installing a security system with ADT monitoring is a hands-off experience. A professional installer will come to your home, inspect its entry points, and place your sensors for optimal performance. If this sounds like a dream come true, then ADT has you covered. Just know that ADT works with third-party dealers, and your customer experience may vary based on the dealer you work with.
If you’d prefer a DIY installation experience or if you want to place sensors around your home yourself, ADT isn’t your best option. Instead, check out companies like Frontpoint or SimpliSafe.
Options for connection
If you live somewhere with poor cell phone coverage, ADT security has an affordable landline package for you. It starts at $27.99 a month, which is inexpensive compared to other low-tier packages that competitors offer. If you’re looking for a landline system, ADT has our hearty recommendation without hesitation.
ADT Pulse mobile app
ADT is the security system for you if you don’t want to spend time micromanaging your system through apps. Though ADT offers packages that include mobile control and smart home options in higher price tiers, the basic option is one of the best deals around. If you do want the latest bells and whistles in tech, ADT probably isn’t your strongest option.
Standout theft protection
ADT monitoring and security offers some added perks that stand out in the industry. ADT is one of the only security companies to include a $500 theft protection guarantee that helps cover the insurance deductible if your home is burglarized. When you sign up, you also get $850 of free equipment to get you started. And ADT offers a six-month money-back guarantee, which is more than what competitors offer. (Of course, specific stipulations apply.)
ADT security plans
Basic
A basic ADT security plan is your best bet if you need a wired security system without all the bells and whistles. Perfect if you’re looking for the most economical security option or if you’re located somewhere with spotty cellular coverage.
Basic + Wireless Connect
We’re just going to come out and say it: we wouldn’t recommend this package. You’ll get more bang for your buck if you opt for a lower-tier or higher-tier package. This package includes a basic security system with wireless technology, but it doesn’t include some of the handiest wireless perks, such as being able to remotely access your system, video monitoring, or home automation. Either opt for the basic, wired package or pay a few more dollars every month to enjoy the real perks of a wireless security system.
ADT Pulse + Video
If you’re interested in video security cameras or a video doorbell, ADT Pulse + Video has you covered. With ADT Pulse, you can access your security system through your mobile device to get alerts, arm or disarm your system, manage your system in the Pulse app, and watch live video remotely.
ADT Pulse + Smarthome Connect
With the ADT Pulse + Smarthome Connect, you get everything in the Pulse + Video package plus sophisticated home automation. Remotely lock and unlock your door, see who’s ringing your doorbell when you’re not there, and control lights and small appliances from your Pulse app.
ADT security prices
ADT works with a network of third-party dealers and installers to provide security systems all over the country. This means your equipment options and monthly prices could vary slightly from one dealer to the next. We recommend Protect Your Home, an ADT authorized premier provider with 20 years of experience.
Pricing for ADT monitoring
ADT monitoring will run you anywhere from $27.99 to $59.99 per month. We don’t think those prices are unreasonable—especially when you look at all the features that come with the top-tier packages—but ADT’s prices are certainly on the higher end for the security industry, with the exception of their lowest-tier package. You also have to sign a contract, so you'll be paying higher prices for a while.
The best deal is getting the low-tier package with a landline (wired connection) which would be a great fit if you’re in a remote location or if you don’t have great cell coverage where you live. When you choose ADT security, you’re paying more for the name recognition, the reputable customer service, and the reliable monitoring centers with six locations.
Installation fees and details
Professional installation starts at $99 and may vary depending on the equipment and security monitoring package you choose. This is right on par with other security companies, but it’s important to note that there’s no DIY installation available. If you're looking for DIY installation options, but aren't convinced they'll stack up to ADT, you can decide what's best for your home on our posts comparing ADT vs. SimpliSafe or ADT vs. Frontpoint.
Going with ADT security means you’re paying a little more for a premium experience where you don’t need to touch a thing during setup. A professional installer will assess your home and set you up for the best possible effectiveness of your home security system. They’ll even let you know if they see something on your property—like a bush offering a hiding spot next to a ground-floor window—that makes you more vulnerable to break-ins.
How does ADT monitoring work?
- An emergency is detected
- Silent alarm or siren is triggered
- ADT monitoring receives an alert
- ADT monitoring contacts you
- ADT confirms emergency or false alarm
- ADT contacts police, fire fighters, or other responders
Industry-leading monitoring
ADT is the largest and most well-established home security company in the United States and Canada, and that has real benefits.
ADT has six independent monitoring stations scattered across the country, which means if a power outage or emergency shuts down one monitoring center, your home will still be protected by other monitoring stations. That’s a pretty big benefit considering you’re relying on the effectiveness of monitoring centers to notify emergency services in an emergency such as a break-in, fire, or flood.
ADT features
Home automation
With the ADT Pulse and Smart Home Connect package, you can control all your security and smart home features in one place. Use your doorbell camera to see who’s at your door—whether you’re at home and don’t want to get off the couch or you’re at work. With smart locks, you can let your kids in after school or let people in to feed your pets while you’re on vacation without giving anyone a key.
Easy mobile app
Lots of security systems sync with third-party devices, but in many cases, you still have to open half a dozen apps to use all those devices. ADT’s Pulse app controls your system and smart devices in one place so you can lock your doors, turn off your lights, arm your system, and make sure your windows are shut—all within the same app, whether you’re home or away.
Arm your ADT security system right from the mobile app.
Check in on your home in real time, and take advantage of in-app "record" and "screenshot" features.
Wired and wireless options
Not many security companies offer both wired and wireless home security options. For many people, this doesn’t matter much. Most people nowadays prefer wireless security systems. A wireless security system works through cellular networks and means you don’t need a landline for the security system to contact the monitoring center. It also means that an intruder can’t simply cut your landline to disable your security system.
Wired security systems are great options if you want to save money or if you live in a remote area with poor cell phone coverage. (Think near the ocean, in the mountains, or near a canyon.) A wired security system requires a landline phone to contact the monitoring center in case of emergency. With it, you have the peace of mind knowing that your security system will still work even if a cell phone tower goes down.
Security cameras
ADT offers security cameras for a variety of needs. Indoor, wireless security cameras can help bolster your security or help you keep an eye on your pets while you’re away. A doorbell camera can also be handy for enjoying extra protection and screening visitors at your door. It will send you mobile alerts when it detects motion and you can check out live video footage through your mobile app.
ADT equipment
What’s available?
Protect Your Home offers most of the security equipment you’d expect including entryway sensors, smoke and CO alarms, glass break sensors, indoor cameras, a doorbell camera, and motion sensors.
Free security equipment
When you purchase an ADT monitored security system through Protect Your Home (authorized retailer), you get $850 worth of free equipment in the Essentials Kit.
The Essentials Kit includes the following:
- Keypad (1)
- Backup battery (1)
- Siren (1)
- Motion detector (1)
- Door/window sensors (number varies depending on available promotions)
ADT equipment available from Protect Your Home
- Keypad
- Digital keypad
- Backup battery
- Motion sensor
- Door/window sensor
- Wireless door/window sensor
- Video doorbell
- Smart lock
- Home security camera
- Outdoor security camera
- Carbon monoxide detector
- Flood detector
- Heat sensing smoke detector
- Garage door sensor
- Wireless remote keychain fob
- Panic button fob
- High decibel alarm siren
Installation
Professional installation is your only option with ADT monitored security. You can usually get your equipment installed within 24 to 48 hours of your call. Depending on the size of your home and how many pieces of equipment you get, the installation process can take between one and four hours.
Your ADT installation will include:
- A discussion of your home and where you want equipment installed
- A personalized risk assessment with custom security recommendations
- A chance to select the equipment you want in your home
- Choosing your monthly monitoring plan
- Installation of the equipment you pick
- Instruction on how to use your security system
Aesthetics
There’s nothing particularly flashy or eye-catching about ADT equipment, but since the equipment is inconspicuous, the simple, white sensors won’t clash with your home décor.
Warranties
Most ADT monitoring packages include a Quality Service Plan. This plan includes a lifetime equipment warranty as long as you’re paying for professional monitoring. It also usually eliminates fees if you need someone to come to your home and service equipment.
Important note: The cheapest monitoring plan does not include the extended warranty.
Customer service
Six-month money-back guarantee
ADT offers a money-back guarantee that blows away competitors. If you’re not fully satisfied with your security system within the first six months of service, ADT will give you a refund of monitoring and installation charges. Granted, this applies only if ADT has been notified of any grievances and has been given the chance to correct any errors or mishaps, and other restrictions may apply. Still, that beats offers from competitors that, at most, offer a 30-day money-back guarantee.
Availability
When it comes to customer service, ADT stands out by offering more availability than most competitors.
When it comes to customer service, ADT stands out by offering more availability than most competitors. Instead of limiting you to business hours, ADT’s customer support team is available 24/7. Plus, since ADT offers both chat and email support, there are even options if you hate talking on the phone or listening to cheesy hold music.
Contracts and cancellation policies
ADT monitoring contracts are 36 months—right around average for the security industry. Once your contract is up, it defaults to a month-to-month plan.
And while you shouldn’t sign a contract if you think you’ll have to cancel before it’s up, we should point out that ADT’s cancellation policy is more lenient than most. If you cancel, you’ll be responsible for paying 75% of your remaining contract. Other companies require 80% to 100%.
Theft protection guarantee
ADT plans include up to $500 of theft protection insurance to pay for your home insurance deductible if a burglary takes place while your ADT system is armed. While a home security system should hopefully prevent any burglaries, we think it’s cool that ADT has your back if something happens. Most other security companies don’t include theft protection.
ADT customer reviews
Customer reviews of ADT are extremely mixed.* Positive reviews often tell stories about a time their system prevented a burglary or helped them catch a fire before anyone was injured. A lot of people also mention getting help quickly when they had trouble with equipment. ADT customers are also happy with the mobile app and like being able to control the system with their phones.
Negative reviews focus mostly on the sales process and miscommunication about monthly costs. A lot of customers expected to get security monitoring for $27.99 per month and only later realized that the base package didn’t include what they needed.
*Based on reviews from Consumer Affairs.
Our recommendation
ADT is a great choice if you want the brand-name recognition and stability of a security company with decades of experience and a huge customer support network. It’s a fantastic option if you care about premium, fast professional installation or if you live somewhere with spotty cell coverage and need a wired system. It’s not the best choice for the latest technological developments, but it does offer packages with mobile control, security cameras, and doorbell cameras.
>>Ready to make a decision? View ADT plans here.
Still exploring your options? Check out our post comparing the best home security systems.
Contributing author: Brianna Jensen
Thank you so much for your comment – we’ll be sure to pass along your concern to our security expert when they rewrite and reevaluate our ADT review!
DO NOT SIGN UP FOR ADT.
I would never recommend this company to anyone, their only concern is to secure the sale. Once the sale is secured, customer service, and tech support is out of the picture. They will commit fraud in order to make the sale and I have never felt safe with their system. System lagging, camera’s not working, sensors not responding. The list goes on, stay clear of this company FRAUD ALERT
I won’t recommend ADT to anyone. On August 14, 2018, the back camera recorded someone in my backyard around 2:03 pm. The camera also recorded the person trying to break open the shed. After that the camera went silent until 5:30 pm. Between this time the thief broke open the shed and even walked away with the lawn mower. How and where he took the lawn mower is a mystery as my backyard has a 7 feet tall locked gate in front and 6 feet tool wooden fence on all sides. When I called ADT to find out why the camera stopped recording, the technician had the cheek to tell me that the camera may have stopped detecting any motion. My question to this company and its technicians is if there was no motion, how did the camera capture the thief trying to break open the shed first? I understand the camera captures only 30 second clip at a time. The thief, I am sure, must have taken more than 5 minutes to break open the shed door and another 5 to 6 minutes to take the lawn mower. Why didn’t the camera keep capturing the goings on after the first 30 seconds was recorded? If I am to believe the technician that no motion was recorded, did the thief and lawn mower vanish in thin air? If you plan on signing a contract with ADT please think twice. The customer service staff speak like as if they are doing you a favor. I am waiting for my two year contract to expire and I am taking my business elsewhere.
IT’S BAIT AND SWITCH ADERTISING! I spoke to two different sales representatives on two different days (as my first call was disconnected before we could set up an install date), I told both Reps that I had 29 contact points for doors and windows and would need at least 2 motion & Glass break detectors. I was told that was not going to be a problem, both sale reps told me exactly the same thing about what my package would include – Free security equipment and $37.99 per month to monitor as well as a $99 installation fee which was $105.00 after-tax..
The installer, Ken, arrived and installed the key pad equipment up on the wall. While the keypad was initiating the installation program, we walked through the house and found the locations for the sensors on doors and windows etc., then we sat down to go over the pricing to secure our house properly. The initial estimate was over $8000.00 for the equipment and about $60.00 a month to monitor. Of course I balked at this, as that had nothing to do with that what I was told on the phone by two different sales person (so it wasn’t one person making an error). By then of course, the Main control keypad is up already installed in my wall. After 2 hours of negotiating, we settled on a cost over $3000.00 For the security equipment and my monthly monitoring service which was supposed to be less than $30 per month, Ended up costing more like $55 monthly. I’m sure the equipment is good but the sales job is a total scam to get them in your door !
I don’t even own the house that the ADT system is installed on anymore and I keep being charged beyond the date of my contract expiration. I have called multiple times to cancel my contract, but they keep billing me regardless!! Now I’m in collections and have bill collectors chasing me because I closed my account down that they were taking money from just so they could stop taking money they had no right to. I’ve documents EVERYTHING and I plan to sue them in small claims court to get my money back. If you use them, you better be sure to document everything also otherwise you’re going to regret it. This is a dishonest company. Check out the class action being filed against him for misleading people!
Yep they think they can take money whenever they want because you signed a contract and they will only let you sign up for auto withdrawals. And when you move, you start all over. No if ands or buts about it because your under contract and can’t cancel unless you pay the remaining months left on the 3 year contract. We moved in the middle of the month so they took one months bill plus the new sign up fee then once it was installed went ahead and took the monthly bill early plus the prorated price for the month they already charged me for. Plus you have to pay a moving fee from the installers. The customer service people are cocky and rude because they have us under contract. There’s to many companies involved, just a FYI you won’t just be with ADT. There’s also defender. You have the customer service group that ADT hires to do the initial sign up which are amazing nice people that tell you lies just to get you signed up, then comes a new company to install the system, then your not sure who your gonna get to monitor your system and bill you. It’s a mess! Don’t sign up! I should have read the reviews first.
Go through ADT security corporate. The price may be higher than a ‘dealer, but you get what you pay for.. We have local reps who work for ADT corporate in every area.. Never go through an ADT dealer.. you get a ‘deal’ at the start.. believe me your experience will be 100% different with an ADT corporate rep.. I can assure you from experience. All the Best.
I hate adt ..they a rip off .. They took $500 out my account before my due date ..when i called them they sent the letter to the address i cancelled my services from .. I didnt get a email call or anything .advise nobody to get them .. ..
Hi Tony, thanks for sharing your feedback. We’re sorry to hear you had a negative experience with ADT. We appreciate that you shared with us, it can ultimately help readers go with a different company. I just want to clarify that we are not and do not represent ADT. We review security systems to provide readers with information to select a system that best fits their needs. I hope that you can find a better system for your family and that you share how your experience with them compares.
Best,
Amy
My husband and I were new homeowners and really wanted a security system installed in our home. We had a sales person come out to the house. We presented a coupon we had received in the mail for a promotion offer. The offer was for a free device and installation. However we were told by the representative that we would be receiving sensors on all of the doors and windows. We allowed the rep to begin installations. After he completed his work he informed my husband we would be charged $1500. After weeks spent speaking with various customer service representatives (none of which were helpful) we were told we would be received a $900 refund. 4 weeks later we received a $300 refund. After months of calling again, and speaking with several “managers” we were told that for various reasons we would only receive a total refund of $700. My husband called to ask that the system be wired to our phone line (rather than wifi) and asked to have the additional sensors that in the end were not “free” removed. We were told by the person scheduling our appointment that the same representative would not be coming back to the house (as he had misled us the first time). When it came time for our appointment, the initial representative was who showed up at our door. He asked my husband why we had given him a bad review after his first visit and said he had gotten in trouble with his manager. He then proceeded to drill a hole in our newly refinished hardwood floor as he told my husband how angry he was. The hole was not in the correct spot and he had to drill another. Again, we spent months on the phone with various customer service representatives. We went them a quote to have our floors refinished for the second time. We were told we would be receiving a check from their insurance company within 30 days. Well those 30 days came and went and when we called to check on the status of the check we were told that after questioning the representative, he had told them that he never drilled that hole and our claim was denied.
This company is absolutely awful. The customer service is abysmal. We have spent a total of over 200 hours on the phone with various ADT representatives trying to get our issues resolved. I have asked to cancel our services and was told it would be a fee in excess of $500 to do so. Absolutely terrible. I have several complaints filed with the BBB as well.
You people should be ashamed of yourselves.
Hi Alexis, congratulations on the new home. We’re sorry to hear you had a negative experience with ADT. We appreciate that you shared with us, your experience could ultimately help a reader choose against ADT. We do hear consistently that installations and prices vary, which can make it hard to nail down a price. There are also no DIY installation options resulting in reps coming in and potentially damaging your home. That said, because of their long history in the security industry and their quick name recognition, they remain popular amongst consumers. We hope that you can find a system that fits your needs and would be interested in knowing how your next experience compares.
Best,
Amy
FIRST IMPRESSIONS: I just purchased an ADT system and I’m like so many on here, I should of read all your comments first. Overall install was good to be honest. I called today to see about Pulse, it was never offered to me but I like the idea of seeing the status of my home (because I was doing that before ADT…) Anyway, I know from experience it’s a great to have for peace of your own mind and it’s great when you live 30 miles from work too. Instead of driving home or giving out codes, you just turn it off for a friend or someone doing a service call in your home, all the while keeping it secure when they leave too. I’m not a techy guy, only wanted Pulse so I could monitor my own home, that seems so reasonable for a homeowner to request. Then, just as Alex stated below. I was on hold for quite a while with ADT, then when she did come back on the phone she apologized for the time on hold but then stated they (not sure who “they” are) told her that the other “they” who was then defined as MY authorized dealer (Direct Tech) was not authorized to install the Pulse App and they were not able to reach them and ADT said I would have to call them if I wanted to know why they couldn’t provide Pulse. This is ADT that I was talking too. What the difference if MY authorized dealer gave me a “DT” system cause they are not authorized to provide the “A”. Obviously, after all the reading below and the call, I want a drink so I’m I can avoid the DTs………. and just signed up for 3 years. Yes, I’m feeling pretty stupid. I just assumed a company like ADT with all the years and customers would have a basic app like that.. for free, even. I guess it could of been worse after reading some of the other reports on this page, but I still have 1,087 days to go before I get out of the contract… Got to say, after reading all this… 1,087 days is going to be a very long 1,087 days. Point is, I have another alarm system that I have, which I have REALLY loved for over 9 years… still have it and was going to transfer the one I loved to my Girlfriend’s home as I spend time there and I worry about her too. I figured I’d compare ADT to the one I already had.. I mean really, how different can they be??? Funny thing and a fact, that other company (the one I love) will let me move all the sensors myself to her house and there is no charge and I still get a free phone app and all the door, windows, and other devices I might need and still the same monthly fee (but you do have to pay for the sensors but you get to install them and they are not expensive). And their customer service and tech staff??? When you call this Company, they pick up fast and rarely ever have you on hold and to be honest. I’ve only had two tech issues in over 9 years… and they fixed both fast. They are down-right, quite honestly, one of, if not the best, companies I have ever dealt with on the phone any type of business… And get this, they treat you great even with the dumbest questions I seem to pose to them. I saw a few people below ask if anyone knows of a good company… My subjective vote, even more so after a week of ADT, is that I would highly recommend FrontPoint. I am in no way affiliated with FrontPoint.. I still have near 1.5 years on my contract with them. My Penance will be that I will keep both home security systems in my home (not sure what the GF will say about that yet). I’m going to pay for two systems because right now, I know I can only trust one at this point, to not let me down and I’m not talking about ADT. And if over the next 1,087 long days, both systems mirror each other and the employees at each do as well, then I shall be more than happy let everyone know my change of heart.. It will be an expensive test but I will also know that I can honestly give an objective critique of each. But please take note ADT… that just won’t or can’t happen till you find some way to get a silly old phone app available so I can monitor my own home as you are supposed to be doing (for the record).
Hey Michelle, thanks for bringing this to our attention, I’ve shared your feedback with the team to resolve.
Hi Michelle, can you tell us what browser and OS/ platform you’re using? We haven’t been able to replicate what you’re seeing, but want to make sure that this gets resolved.
Thanks, -Amy
ADT Pulse is not a full z-wave implementation. The controller does not recognize many sensors that are attractive for home automation for the nefarious reason that ADT can sell their own overpriced sensors. Case in point: Smoke detectors are by code required to be hardwired and functioning, however ADT’s system does not work with hardwired ones and will therefore install and charge for a second set mounted next to the first set. What a waste. Dry contact sensors, door sensors, water sensors that are z-wave compatible show up as unknown. Sad that the system with such opportunity is stuck with an old business model benefiting ultimately its competitors.
The TS system from ADT does not have to be mounted… ask for that.
I recently received a recorded message from ADT informing me that there was a problem with my ADT phone connection. Upon contacting the company, I was informed that my home security system had not been monitored for almost three months. When I asked why I was just learning of this, I was told that ADT “attempted to call me” once each month for the prior two months. I did not receive any calls. The ADT supervisor with whom I spoke told me that it wasn’t their fault that I don’t have voice messaging. I paid $42 each month for monitoring which I did not receive. They are refusing to refund any of the payments I have made.
I just got ADT and am not happy
I told them I was cutting off my android cell phone b/c I don’t go anywhere, I didn’t get but 1, I mean ONE sign, 1motion detector, 1 key , & 2 pads, with 4 doors. And pay $ 36.37 a month.
The girl that answered the phone was down right RUDE I mean RUDE. SO, if you’re thinking about getting ADT think about the customer service is HORRIBLE. HORRIBLE.
Thanks for sharing your thoughts about this company.
My smoke detectors installed by ADT saved my home from fire. We left our house during a short power outage and returned when alarm was going off. We left an item on the electric stove and forgot we were trying to cook soup when the power went off. It came back on and so did the stove… there was no house fire just smoke when we returned home but without the early warning it would have been much worse.
Even with the best adt system in the world you can’t be safe in gang territories! Please watch the Purge movie and see if anything can help when police won’t respond.
I had ADT for years before just a minimal system. I got rid of my home phone and they did not even notice that my home was not being monitored for 8 months. I called and they gave me three months of make up service. My husband got another system a year later and after I cancelled ADT they called and told me that they had the same coverage and high tech equipment as the other company and promised much more for a smaller price which was not true. I had to sign a new contract and pay 150.00 which was also untrue. I had three days to cancel when I found out the their equipment was not up to par and they gave me the run around and pretended not to get my cancellation fax all to keep me in a bogus contract. I am very disappointed in them!!! I will never try them again.
If you cancel your landline service, you have to call your security company to let them know.
First, I wish that I had read these comments before signing-up with ADT, officially on yesterday. First, I had used ADT alarm services many years ago. Therefore, when I reached a decision point of needing an alarm, ADT was the first name that I thought of. I did call a friend to see if she knew of someone who had a recent experience with the company. She has the basic service and I wanted PULSE. Since I had just had a burglary time was of essence. To make a long story short, I contacted ADT and a salesperson came out. The salesperson provided information on basic PULSE equipment that I would need and gave me a price of a little over $180. I accepted and paid. At the time, I told him that I definitely needed a sensor for my master bedroom window. He said well sometimes they have extra sensors on the truck and if you ask the tech many times he/she will just throw them in. But, he stated “do not tell the tech that I told you that.” I found out too late that his statement is part of the “game” they play. Or, why did the salesperson not provide a price list with stated prices of any “add-ons.” And then state, if the tech recommends these add-ons, you will have these additional charges. But no, the salesperson stated to me “you should be fine with this basic PULSE system.”
So on the day of installation I told the tech about the need for the window monitoring for the master bedroom. He recommended a glass break detector; he also recommended a glass break detector for the kitchen and den area that would detect the kitchen windows and patio door. When he wrote up his report and called it in he turned and stated “that’s going to be $510.” The additional $510 also included the first month’s PULSE monitoring charge of about $58. I was taken aback and said “I know you are kidding.” My issue is, “I do not mind paying to be safe.” But, as I told the tech their prices should have been upfront. At the end of the tech’s walk-through he should have provided me with a final “revised” added cost so that I could make an informed decision. So, all together I paid $690 for the system at a time when I was emotionally vulnerable and not thinking straight. I take partial responsibility for not asking “How much are these add-ons going to cost and insisting on a final price before he installation. But, then isn’t an upfront price quote a part of “good business practices?” I believe so and it is what I am used to with reputable companies who are not “trying to get over on the customer.”
I am just into the first 24-hour period since installation and I certainly hope it is worth the money.
All i did was call for pricing.they said i was not obligated for anything until i agree to purchase.well after i got pricing i was comparing other security systems n bam ! I got a credit alert stating they pulled my credit.i gave them no consent to do anything.then next thing i know they pulled 60 dollars out of my account.had a bad time.month n half later i finally got my money returned but still fighting to get it off my credit.will never go with adt security and recommend nobody else does either.very crooked company…
Most people don’t listen to the conversation. I got to listen to my recordedad conversation and they clearly say the credit check and I obviously gave consent to pay the 107.64 (99+tax) if you didn’t give permission then how did they get a former of payment from you?
That’s what they did to me!
Seriously worse company and I took hardly a week to realize. I was not given complete details of their packages and now the lady says they disclose all the information after the installation through paperworks that their flood of emails. And if you by any means don’t get a chance to look into the so called emails in 3 days, you are in soup. The guy who cane to address my concerns told me how the system works nd I immediately decided to cancel the service in a week after the installation, and they sai I ahould pay 75% of the contract (i.e. about $1050) to cancel the service any time after 3 days. That’s just ridiculous. Never saw any other american company work like this.
What is most strange is, they even e-signed themselves on my behalf. Ridiculous!!
Seriously worse company and I took hardly a week to realize. I was not given complete details of their packages and now the lady says they disclose all the information after the installation through paperworks that their flood of emails. And if you by any means don’t get a chance to look into the so called emails in 3 days, you are in soup. The guy who cane to address my concerns told me how the system works nd I immediately decided to cancel the service in a week after the installation, and they sai I ahould pay 75% of the contract (i.e. about $1050) to cancel the service any time after 3 days. That’s just ridiculous. Never saw any other american company work like this.
One of the worst decisions I’ve made in recent years was to sign with ADT. Faulty system set-up cost me hundreds of dollars in false alarm fees. I had to constantly run home from work to see why the alarm was going off and it would go off in the middle of the night and wake everyone up. When I called to have it cancelled, I received THE WORST customer service I’ve ever encountered in my entire life. They told me to pay the cancellation fee or deal with it (I am NOT paraphrasing). I deeply regret the day I signed up with ADT after I came home to my home being robbed. I would rather go through that several times over than to ever deal with ADT again. I have a useless alarm that I don’t use but still have to pay for! Not to mention the incorrect charges on my account and hours of my life spent on the phone trying to get their mistakes corrected. I CANNOT WAIT to be done with them in October and get off this stressful 3 year ride that has cost me my hard-earned money and my peace of mind.
My system has an unlimited lifetime warranty. They fix everything minute problem for free. No question asked.
ADT never catches anything. Big rock thrown through my Benz window, nothing. Right in front of the camera. Somebody throw trash on my property, nothing. Right in front of the camera. I go outside to sweep it all up, nothing. Right in front of the camera. Don’t waste your money on expensive ADT cameras that don’t record anything. I have 10 cameras. 6 outside. Throughout the a 24 hr day, I would only have 10 (if that), thirty second video clips. 30 seconds is not enough. It takes 30 seconds to get out of a car. before they commit a crime. And nothing will be recorded. It should be way more than that. DO NOT GET ADT CAMERAS. Look me up on Facebook. I’ll show you pictures of how close my Benz was to the cameras. I’m getting CCT cameras now. The sensors on the doors and windows work but they take forever to call the cops. It’s a whole thing. Trust me.
I agree, their cameras are a waste of money. They often do not record movement. I will see a clip of a car in my driveway, but no clip of the car arriving or leaving. Forget getting them to fix it. They told me it isn’t supposed to record everything – it checks for movement periodically and if there is any, it records for 30 seconds and then stops. If you just want a live feed, no recording or alarms, it would be fine but why would anyone go to the trouble to put up a security camera that doesn’t record all the movement as defined in the setup? You can have my cameras, I am buying something else.
I didn’t get the cameras because I realized this up front when they explained to me how they work.
I had a horrible experience with ADT. They only offer a 36 month contract and even though I never signed a contract they tried to get me to pay to get “out” of a contract that was never signed. The un-install was sloppy and left damage to my home walls. A supervisor was supposed to call me back that day and I waited 7 days before trying to reach him again. No answer. Customer Service is the poorest I have ever experienced. I would NEVER recommend ADT to anyone.
I’m scheduled to get the adt pulse system can someone tell me if it’s a good or bad?
ADT never catches anything. Big rock thrown through my Benz window, nothing. Right in front of the camera. Somebody throw trash on my property, nothing. Right in front of the camera. I go outside to sweep it all up, nothing. Right in front of the camera. Don’t waste your money on expensive ADT cameras that don’t record anything. I have 10 cameras. 6 outside. Throughout the a 24 hr day, I would only have 10 (if that), thirty second video clips. 30 seconds is not enough. It takes 30 seconds to get out of a car. before they commit a crime. And nothing will be recorded. It should be way more than that. DO NOT GET ADT CAMERAS. Look me up on Facebook. I’ll show you pictures of how close my Benz was to the cameras. I’m getting CCT cameras now.
I never suggest pulse video for home or business.. it’s basiclaly a bookshelf/nanny cam meant for inside a home if need be ..It’s 30 second clips.. It goes into hibernation for 4 minutes affter it detects motion..so something could happen..if you want legitimate constant recording cameras, go with an ADT NVR or DVR and the hikvisin cameras..it will record everything and they are 100% watermarked which means they can’t be tampered with, Get a cctv and the hik cameras with ADT which constantly record .. with 24/7 live view, and remote playback features. They will capture everything. Best
Hey Janine, thanks for sharing your feedback! This is great advice to follow if Pulse is something readers decide against.
Don’t get ADT when I called to cancel they told me it would cost 500$ to cancel
ADT is NASTY company!! I am too upset to type the whole story. It is pure hell dealing with ADT. I am going to contact and report U.S. Federal Consumer Protection Agency tomorrow morning. And send them all copies of my contacts and copies of statement of bills….. I hate company that greedy and screwing their customers.
ADT is really BAD. I know how you feel…
If you are thinking about ADT for your HOME security system. THINK AGAIN!!! They are worse company I ever deal with. I had 3 years contract for $49.99 per month. ADT send me statement saying that $99.00 for two months. I paid $49.99 each month because it was SIGNED CONTRACT for $49.99 each month when I purchased service.
Today I got a bill saying that they increase to $53.78 per month. ADT is problem to me rather than servicing to me.
I am going to report to U.S. FEDERAL CONSUMER PROTECTION AGENCY , hope to cancel the service without penalty because THEY BROKE the contact.
I do NOT like company that screwing their customers.
There’s taxes in every price…
Very poor customer service. I have paid for my system over 5 months now. I still waiting for everything to be installed. If you call customer service they do not care. They think you are the crazy one for being upset with paying for something you can not get. Today I thought they were coming to finish the install and the gentleman they sent started of with I can not believe you are going to make me work this hard on friday afternoon. Then made ever excuses not to do the job. Several people came from the company sold me what I need. the gentleman said he could not put it in where I wanted it. How can you sell and sell someone something that they can not install. Very sad. I asked to be out of my contact. They told me I can not get out. But when I signed the contract the piece that they can not install was part of it. The manager told me there was nothing they can do. Hung up the phone. I would have to say this is the worst company I have ever worked with. When I told the lady the first word out of the gentleman she told me that I can not take a joke.
ADT pulse sucks. I’ve been a customer since 2003 and every since I upgraded to PULSE I’ve had several issues. I was told by ADT that if after they could not fix the issues after the 3rd time that I could get out of my contract. Now I’m being told that I cannot. ADT SUCKS. I have a system that sucks, I’m stuck with it for the next year because I refuse to pay them the cancellation fees but I will deal with it until my contract is up and I will guarantee ADT that they will not have me as a customer after my contract is up. ADT SUCKS
Hi Milton — Yes, we base our pricing off of ADT corporate and recommend all perspective buyers to contact ADT to ensure they are getting the best rate possible based on their location/ADT dealer.
No ma’am, I’m a corporate rep for ADT. The pricing is wrong from corporate. A dealer may have that price, but corporate across the board is the same monthly.
This pricing and information is wrong. ADT has dealers, and Corporate pricing. A lot of people on here signed up with a dealer, but didn’t read their contracts to realize that they are ONLY monitored by ADT, not an ADT customer.
Stay away. My business facility was robbed a few months ago, when I called ADT to ask what time alarm went off. ADT told me I wasn’t even hooked up to service, becasue my phone line was not working, no one told me, but if you miss at least one payment they will call you right away. Was paying over 5 years with no problem. was on a contarct for 3 years. hate it.
I can top all these bad reviews. After buying the house, our realtor contact us wanted to know if we would be interested or talk to adt. They offered her gift cards, and she said she would share, but we told her to tell them no not interested and declined. . Well on Sunday she shows up anyway, we ask for a business card, but decline, she has no card and wouldn’t take no for a answer. Ten minutes after she leaves police show up, saying they had been contacted about someone smelling Marijuana. . This is far from over.
ADT salesperson promised me I could do a 2 year contract since I was buying a home in that time. She lied and they tried to keep me for 3 years. I left adt anyways and now have a great company in TAS. ADT is a typical corporate thieving greedy company. I wouldn’t recommend them to anyone! They need to go away.
Sorry to hear about your poor experience with ADT. Which company are you reverting back to? Let us know how the two compare.
Worst experience ever! Alarm goes of randomly and then guess what happens…nothing. ADT doesn’t call, the police are not sent, our peace of mind is not at ease. So, not only is the alarm system faulty, but the service is also bogus. ADT should be investigated for FRAUD. We pay a fee for a service which they are NOT PROVIDING and they will not release us from our contract with a 75% contract buyout. DO NOT USE ADT!
I wish I would have read Tara comments before I purchased the misinforming, lack of integrity having ADT PULSE service. I’m so disgusted by the lies I was told by someone of the staff. This is my first time posting a negative response on a review. At first I was promoting them, going off what I was told. Now they expose themselves by not honoring what I was told. You better read that contract before you sign it. Furthermore, they never sent me my 100 dollar gift card back. Back to the company I was using before. Adt taught me to be patience and to wait for yall availability!
NO
DO NOT TRUST. ADT is NOT SECURITY. It’s a WASTE of your money. They don’t care about you.
Tried to cancel service and they told me I had to pay them $900 in 30 days.
This company has robbed me of more money, time, and peace of mind than any thief ever has. I was double billed for five months and billed for equipment removal that never happened, totaling over $550 of inappropriate charges. Five hours of conversations with abrasive customer service representatives later, a representative promised me refund and cancellation. The results of this promise were more frequent repeat billing at Increased monthly rate. I would recommend burglars over this company. At least you can pay burglars to leave you alone. That strategy has utterly failed with this company.
Our alarm was triggered on the 7 o’clock hour of the morning of Jan. 27, 2017 while my wife and I were home. Our key pad was not functioning properly, so I could not disarm the alarm manually. I grabbed my phone expecting a call from ADT and none came. Think about that for a second. I had to call them. I was informed that there was “a power outage” on Jan 16th. This was the only explanation they could give me. I received no call from ADT regarding the power outage or any signal problems with my unit. We pay just over 50 a month for our service. This premium should come with the additional security of using the best of the best. I have zero confidence in this company now. The search for a better option is complete. I will be running from ADT and never looking back.
We had them come out to install a security system in our home and halfway through the installment my husband caught the technician rummaging through our kitchen cabinet where we kept our prescription medication he had a bottle of pills in his hand
ADT has left me with nothing but anger and I have only had my alarm running for 3 weeks. I called repeatedly to have a system installed and they continually sent out technicians or sales people however no one was able to actually install the security system while they were here and no one had any idea what the others had done. NO one called me back for months after leaving a half installed alarm in my house and I had to track down a new person to finish my alarm. After being promised some compensation for my 3 month alarm system ordeal, the billing inquiries associate told me that because i hadn’t been billed for those 3 months he couldn’t do anything except say sorry!!! He also mentioned that I am locked in a contract now. Thank you ADT for being a completely terrible company and caring absolutely nothing for customer service, you may have screwed me with a contract but you can be damn sure that every person I know will never sign up with your company.
My alarm just went off(by accident) for over a minute. I ran inside when I realized and put in the correct code. I waited for the phone call from an agent, as explained to me by the sale rep, to give my security code. THAT DID NOT HAPPEN. I got an automated call telling me that because I put in the correct code NO FURTHER ACTION would be take.
This is extremely upsetting. What if, god forbid, I was being held at gun point and I instinctively put in my correct code. There would be no follow up from anyone. No person would call, no police would be warned. I would be on my own with said intruder.
I called ADT and was told that is the way it is and in less I trigger the distress code they DO NOT FOLLOW UP! I explained how upsetting that was because under extreme distress I might not remember the distress code. She said thats the way it was and there was nothing that could be done. She also asked me WHAT ARE THE CHANCES OF ME BEING IN THAT SITUATION. Really!? Isn’t that why I pay them? To protect me if god forbid the situation arises.
Long story short, look else where for your security needs. Don’t let the sales rep tell you that they ALWAYS call with a live agent if your alarm is triggered for longer then 30 seconds. They do not if you put in the correct code. That could be the different of you and/or your families life.
ADT is the worst company to do business with. I have been a Loyal Customer for 2 years and 6 months and on December 29, 2016 I found out they charged me for Services I was never getting. The company has had the correct paperwork in their Possession since July 2014 and yet they continue to bill me incorrectly. I have done everything in my power to retrieve my money back to no avail. I requested to speak to the Executive Management Team and they refused to put me through to he/she. I filed a Dispute with bank to get them involved since they have been unccoperative and unapologetic for their very own wrong doing including the Refund of my money ADT took from me for 2 years and 6 months. I am very disgusted of how my situation has been mishandled. They are not a Trustworthy Company and are a bunch of crooks and theives. I plan on pursuing legal recourse for False Advertising and for Failure of Refunding me money in the amount of $320 plus dollars. The Unit Managers have refused to put me in contact with the correct personnel. My Advice to future and current customers is to check your bill and your contract. I was going to file Fraud against their Sales Representative and Technician but it turns out that they did submit the correct paperwork to ADT and they still chose to Bill Me Incorrectly because I have a copy of what the rep and technician sent to them. I am very angry and disturbed of what has been done to me for the years I have been a customer. Buyer Beware!!!!! They have Lost my Trust and I am currently looking for another security company that has no affiliation with ADT so that I can Terminate my service with them. ADT is awful and they do not allow their customers to speak with anyone at the Executive Level. I even wrote to the CEO Whall and he ignored my complaint, Mike Schultz Unit Manager ignored all my calls and never updated me on Refund. I spent three days and over 12 hours making every attempt and nothing. My issue was discovered on December 29, 2016 through today January 3, 2017 as of end of business day today I have no knowledge as to when they are going to pay this clearly shows that they do not care about their customers whom they Fradulently take advantage of. It is outrageous and gross negligence on their part!!! Shame on you ADT
I started the service since May 2016 and the system never worked correctly. It worked sometimes but not all the time. They sent technician out to correct the problems but sent me a bill for the visit. They would not adjust my monthly bills for the non -function system. Meanwhile shuffling me around among their
different companies. Aafter explaning to one person for half an hour, I was told to call a different company, and same story after I call this other company.
I had the panel and a 4 camera system put in 8 months ago and nothing but problems there’s always a camera not working and I’ve had property stolen and vandalized and what cameras were working was blurry and the police couldn’t identify anyone ,and further more when I called over and over they would say someone is looking into it but never got a call for 8 months and all they said they will give me a rebate .so much for the great leader in home security and so much for the guarantee ,I wouldn’t recommend adt to watch my dog house
Terrible company!!! We had a house fire and lost everything and they wouldn’t even pause our contract. So we are paying $45 a month to protect a house that is gone or a $1200 cancellation fee. Terrible customer service. Shop around I will never recommend this company to anyone again.
ADT agent lied to me when I specifically asked upfront about termination policies. She said I could cancel the policy anytime and didn’t reveal termination fee. They can lie anything to rip a big chunk of money off you. Each time you call customer service or loyalty department, you get different answers and they never get back to you when you leave a message. I have had many services as I frequently move to different states, this is the worst available out there.
I don’t like ADT,two day after my system was installed a sensor stop working and I have to wait for four day for someone to come and fix it,a week later the same sensor stop working again and this time wait for a week,not only that the technician supposed to be here at 12:00 p.me and I call customer service at 1:00 and They call him but they didn’t have response from him,and yes he came at 2:00 p.m
I had ADT for 3 years with a cost of $48.00 a month. NOT WORTH THE PRICE!!! I caution you to shop for a reduced rate!!! After my contact finally ended, I cancelled my service only to receive several calls days later from ADT trying to get me to resign with their monitoring. They offered me $24.95 a month!! Why did they not give me this rate from the beginning. The way I see this is they owe ME $864.00 for over charging me for 3 years!! When I told this to their “account specialist”, he laughed at me! I found nothing funny about being deceived for 3 years!!
I was on the fence about ADT for a long time. Thanks to this website and some other comments here, I learned that ADT dealers give better deals and pricing than ADT corporate. Basically different sales teams but you still get the same ADT corporate monitoring service at the end of the day. I found a really good deal (probably the best at the time) through this ADT dealer: (844) 558-0406. Paying it forward in case anyone else wants ADT service and wants to save money. @Asecurelife – thanks again for the help!
Why may I ask is ADT calling me at 830 pm ? Is it for my safety? No! My bill is $60 past due! I just got moved to a quarterly payment which I couldn’t switch to until I was a customer for 1 year! You have my soul for 2 more years it’s not like I’m not going to pay you bastards! Damn give me a break and let me sleep so I can go to work to pay for the system I don’t use!
ADT RIPPED ME OFF, DO NOT USE THEM: here is what THEY DO: 5 years ago they installed a system, I paid ~$500 for the install and ~ $34 a month for 3 years. ( math = $1724.00). 2 years ago I retire and need to control expenses, I stopped my subscription with ADT, 6 months later it starts BEEPING, error says “no phone connection”. Duh, I disconnected it, 6 months later!!!!!!!! I called and was told to disconnect my battery and power, they then said ” problem fixed”. ARE YOU KIDDING ME!!! I called Jesse Jones from channel 7, and the BBB, today I get a call from ADT Advocates, they can fix it for a monthly monitoring fee of $39 s month, they say it’s illegal for them to touch my system unless under contract, Are you kidding me? This is some kind of “hard coded” software THEY had programmed to de-activate the system if you don’t have a contract. This is just wrong, go buy a car with a 3 year warranty, at the end it won’t start unless you purchase another warranty. TRY THAT FORD!!! See how that works out for you, HOW CAN THEY GET AWAY WITH THAT? JESSE JONES, we need you here…..
Hey to all. I have just got off my 2nd phone call to ADT. My issues with ADT started about 5 years ago. When I first got my home security services I signed up with Broadview security. At the time all I could get was my 2 doors monitored. When Broadview’s tech came out to install my system said wait a year and call- Broadview will probably have a special going on and you will be able to get window sensors. A year passes and Broadview gets bought out by ADT. I call ADT and tell them what the Broadview’s tech told me about waiting a year and being able to get window sensors. Well they told me they could do that- for $600. I said I can’t afford that right now. So I thought well I wait until the end of my contract (which I had another year left). I wait to the end of my then contract and called ADT and again asked them for window sensors and how much since I’ve been loyal. The answer was $600. Well I couldn’t afford that and the area that I’m in, I really need some sort of home security system and at least my doors are monitored (at the time I did check around and didn’t see any other companies that I was comfortable with). Anyways- I stuck with them after contract. Yesterday I got an email advertising ADT pricing for new customers from a 3rd party. I was shocked to see that new customers get everything- doors, windows, and video for 28 or 29 a month with 99 install. Ok this whole time I have been paying roughly 52 for just 2 doors being monitored. At first I paid 49.99 and then ADT upped the price on me. I am just disgusted. So I found out that AT&T Digital Life was having a promotion door lock, new equipment, doors and windows monitored with a total of $1.08 down and I think $32 a month with a 2 yr contract. Ok I get the tech time set up to come. All I have to do is get ADT to come get their equipment and cancel my service. Well ADT retention department finally said they could give me window sensors for $52 and some change plus dumb down my bill to 25.99 and lock that in for 5 years. They want a 5 year contract. At that point I was sold. Then I got off the phone and got to thinking and did some math. I figured up the total amount for services I paid for the last 6 years and came up with a total of around 3700. I then figured up that I paid 25 over what the system monitoring is worth. So I paid around 2100 overage to the company. So I got mad and called back and spoke with a different ADT retention specialist and he was so rude. His tone was almost hostile. I told him that I was just fixing to cancel and stick with my decision to go with AT&T and he said I’ll work with you. I said ok and I told him what the previous guy did and said that wouldn’t fly. I felt like I should have to pay 52 for window sensors since I have been over paying ADT to begin with. And asked why they are ripping off loyal customers or offering them better deals than what they have going on. I asked him if he could do just as good as AT &T. A new keypad (mine is so old it has Broadview Security label on it), a door lock, plus window sensors. He said I would have to get this cellular thing to even do this door lock. And I already have it, because I didn’t have a house phone at the time and just have my cell phone. He stated that I don’t have it and he did this in a very rude tone. And said he can do what AT &T is offering all for 400. Which is ridiculous. And he then stated that it was give and take relationship. That I would have to give a little. Which is absurd. I told him it was absurd and he then proceeded to tell me those window sensor were 800 a piece and I was getting a good deal on them along with a new key pad and door lock and a cellular monitoring thing in the big box plus smoke/carbon monoxide detector (i don’t need a smoke/carbon monoxide detector, I already have smoke detectors and my house is all electric so no carbon monoxide worries).
This guy finally noticed on his computer that I had dealt with someone before him (which I told him that from the get go) and he then proceeded to tell that he would have to get that previous guy to call me to finish working out my concerns. That last retention tech was so very rude in tone and he argued with me for at least an hour. I am very fed up with ADT. I’m going to call them back in the morning and just cancel with them. I feel very dupped by them.
worst company ever for customer satisfaction I guess when you think you own the market you can just not care about customer satisfaction my house is fairly new and had adt already all that was supposed to happen was new key pad and that was it when tech or so he called himself that showed up instead of looking at what I have he just said your system is not compatible with this key pad and if you want to upgrade to our new wireless system for almost 6000 dollars I will be happy to do that. well he installed a motion sensor a key pad, glass breaking sensor and three door alarms ant that was it did not even come close to covering security for the house in which I already had window sensors wired in and smoke alarms but he could not find the wires so I used my 3 day grace period and they removed it and since im on that subject when I called with the issues they hung up on me 3 times and I wasn’t even mad but the fourth helped and I cancelled and I will go with frontline who is rated number one and has positive claims and by looking at these reviews if I was a ceo of a company like this I may start looking of how much I pay my people and their courtesy to others may want to go to chick filet and teach workers politeness. but you can heed my warning or go with them but at least with frontline I have a 30 day trial and not 3 day that is their way of getting people because you are just learning in 3 days and on the fourth well you have to pay to get out. but good luck and I hope my review helps. go frontline I mean there has to be a reason they get so many positive reviews and are number one adt was at bottom.
How long did it take to get your money back? I also cancelled within the 3 day. They continuedon’t to take money out of my account for charges I wasn’t aware of.
Do not waste your money on ADT outdoor security system. We had their outdoor camera installed due to theft in our yard and low and behold…AGAIN, my sons Mongoose was stolen out of the front of the yard. Not only did their outdoor system not pick up any clip at all due to no motion (so we have nothing to present to the police dept.) but when I called asking for a resolution no one wanted to give me a supervisor and the only ones paying for my sons stolen bike(which was about 10 feet from the camera) is my fiance and I. Save your money; keep your money. Their security is a joke. We signed a 3 year contract, paid to have their service installed and now we are paying to be robbed not only by the thief that stole my sons bike but by ADT too.
Having bought an MI home with Brinks built in system I had it monitored for years. Recently ADT sends a signal for a “test” I have no home phone now so signal fails & causes system to beep now. I have continued to use the system over the years with no issues but changing the battery.
Now they say no way to get rid of beeping unless I pay for monitoring or power down system. This is all a bunch of crap after using the system 7+ years on my own now you want to cause issues. ADT stop please.
No nice customer service answers either. BAD BAD BAD ADT
ADT sub contractors use bait and switch, Install then increase bill to undisclosed fees/charges then make you sign the documents to receive complete refund never telling you that you have to sign a notice of cancellation and then fax before deadline. They send inexperienced technicians that don’t disclose ins and outs of policy and then state you signed and your fault you didnt understand or miscommunication. No way to prove. Everyone mustbe aware of this. Even though I have faxed the cancellation notice, they are continuing to charge my credit card $99.00 a day, fees that I did not authorize. I will continue to fight these unauthorized charges. I need everyone to know that ADT are crooks. Do not use them. We have placed a complaint to the better business bureau.
ADT is the worst company I have EVER had to deal with. A tenant signed a contract and I got stuck with paying the fees for THREE YEARS. When I finally got someone on the phone, they told me there was nothing they could do. I WILL TELL EVERYONE I KNOW TO NEVER, EVER DO BUSINESS WITH ADT AGAIN!!!
I will NEVER use ADT again nor will I EVER refer them to any clients, friends, or family. They scam you into paying money that was not advertised and they only care about making money. They do not put their customers first and their staff and customer service representatives are extremely rude. There are several hidden fees so do not trust any “deal” they give you! Horrible horrible company. HORRIBLE
Their sales reps & agents are not knowledgeable of their policies and procedures at all. I planned to move from one house that has ADT to another house that already has ADT, therefore, I couldnt have ADT at 2 different locations. Therefore, I contacted ADT to find out what my options would be one-month prior to moving and an agent informed me that all I wouldh have to do was have a field agent come to the new property and the individual who already has the ADT services must sign a waiver in order for services to be switched into my name in an effort to waive the cancellation fee (which = the remaining months of the 3 yr contract). I was excited that there was a way around it. So one-day prior to my move I contacted ADT back and apparently they had never heard of such a thing. I spoke with someone in billing and he stated that all he could do was suspend services at my old address and when the contract for ADT ends at the new address that I would be able to transfer services then. I informed the agent that the contract wont end at the new address for another two-years and he stated that would be ok, and that I would receive a large bill for over $1k after 30days of suspending the service, but to disregard it. So, now ADT has sent me a bill and also contacted me stating that my bill is 60days past due and that they do not have a suspension policy only a cancellation policy which is what occured to my account as of 08/04/16. I stated, well I should not be held accountable for canceling an account that I did not request to have canceled. I stated that the account was informed by me to have been suspended. Therefore, you all do not have legitimate proof to state that I requested any form of cancellation, and if you all did then you would hear the conversation that took place between me and the agent on the day the services was “canceled” when I was informed they were “suspended.” I never stated I didnt want the security services, but how on earth am I to have services at two different locations with the same company, that makes absolutely no since whatsoever, these money hungry pigs/scam artists!!! I’ll be damn if I pay any portion of that ridiculous bill with all the lies i’ve been told by your “well-known as crooks across the name” reps. I even asked to speak with a supervisor and was told one wasnt available and that they’d have to contact me back. STILL WAITING ON THAT CALL!!!! Yet they have no problem calling me to try to get me to collect a payment. BULL CRAP!!!
ADT is the worst. These are the true thieves.
You are so right!!! They are lying thieves!!!
PLEASE OHH PLEASE DO NoT WASTE YOUR HARD EARNED MONEY ON ADT!!
I signed up for home security. I’m a first time homeowner. Well over the phone they stated it would cost me $100.00 as a installation fee but i would gt a $100.00 gift card back. And my monthly fee would be $60.00 a month, ad they would be installing about $1,200.00 worth of equipment.
once they installed everything he said okay now you need to pay your $400.00.. I was beside myself. I asked him what $400.00. He told me there is a $400.00 activation fees. Its broken up into two payments . you pay now $400.00 and again ANOTHER $400.00 next month.
when i called to complain a rep says,” yeah sorry that happens.. but we can waive your first monthly payment of $60.00 for you as a courtesy…”
i mean it makes no sense.. this company is a scam and they will rip you off!! i canceled it right away.
The ADT Company seems to market itself very well and has a lot of customers. However, it seems that they do not have the personnel to support all their clients. Therefore, you could see a lot of excuses for not getting emergency services.
I live in Potomac Maryland and in September, 2016, I experienced a very loud alarm in my house which was not a burglary alarm notification but was a malfunction of a unit. As many times as I enter the code, it did not work. Later I went to work and we call ADT for support and emergency service. To my surprise, they said they do not have a person and when we insisted and told them the system is malfunctioning, they said they will call and send someone within an hour. They never called but someone did show up at my property and parked his car in the driveway. When the nanny ask him to move the car so she can get the kids from school, the service person got into his car and just left without doing any work. I contacted ADT and what I was told was he had to go to other job sites.
It seems the company sells the products and their products are very pricey compares to others like Simpli Safe which gives you more for less money. And yet the company lacks enough personnel and customer courtesy to support its equipments. I will be shopping for new company and it seems that Simpli Safe will be my best choice right now. They are half as much in price and wireless with remote access control from any location which ADT charges a lot of money to provide that service. I hope someone in ADT sees this review so they know what their management level people are doing and how they are losing their market to other companies that have a lot less history in this market. I will not ever get a ADT in my house again or any other location that I own.
Spent an hour and 20 minutes on hold waiting for an ADT service rep to answer the phone They told me it would be 3 weeks before someone could come repair it At the time I asked the customer care rep about certain new features that I saw advertised They told me they could make me appointment for the next day for an upgrade And I said you can come out tomorrow if I upgrade my system but for 3 weeks to fix my current system. I no longer trust ADT. They are really good about installing a system They are not Customer Care Friendly when it comes to repairing their system
Adt is by far the worst alarm company we have ever used we signed a contract with ADT when we were living in a house that we were only renting and the equipment wasn’t even ours it was the previous owners when we moved to our house that we bought they charged us to come out and install the new equipment when they previously charged us to come and hookup the alarm system at our previous home they told us they would would also do a payment arrangement being that it was a lot of money which in my opinion there cost is ridiculous you could go to Comcast and get an alarm system for way cheaper and nicer people than there nasty and unprofessional customer service weeks later we get a bill for over 400 dollars because they never did the arrangement they told us they did on top of that I noticed the technician never even checked all the doors and windows to make sure the sensors were working properly when I called to complain the first thing they said was pay us your balance and we will come out and install one for 80$ I fought with them back and forth for a month and still have gotten no where when I threatened to cancel our contract they told us we would have to pay 1,200$ to break the contract they are a joke they have done nothing as far as customer service to resolve this issue all they have done is take money out of our acct and food off our table so they can get there lousy money they don’t stand by there name there a bunch of crooks
Scott
I purchased a commercial building a year ago and it had ADT. Hooked up already. So we redid the agreement and kept with it. After multiple false alarm calls late at night and a few break in’s to the storage units with no success on the apprehension side I too became dissapointed with the system. Paying for a service that I had yet to see any benefit to and even getting a letter saying the police will start charging me for the false alarm calls. I was disappointed like most would be. But I set up a meeting with a service rep to set the system up correctly the way I felt it needed to be set for the business and hoped for the best. Months went by until one night recently I got a call. And I was sleeping so I missed it. But like always ADT did their job and with no contact from me they contacted the police and I am so glad they did. With an amazingly fast response time the police were at the building and apprehended the criminal!!!! It paid off!!! The guy was catch and no one was hurt except the storage units locks. Nothing was stolen and a victory for the good guys!! I will keep ADT as long as I own the property. Thank you and that folks is why you pay for a system even with a contract. Because the time you think it’s time to stop using it and to stop paying it pays off! Oh and I don’t want to forget that I was also 5 days late on making my monthly payment and ADT still did their job that they said they would!!!!!!!
Had ADT for 7 years. Recently sold our home & moved across country. ADT had our new mailing address as I received the cancellation notice they sent me, however, they failed to mail me my last bill (they said they did) & 3 months later receive a collections notice for $15.39! Where was the bill, 2nd, Final notice?! When I called to canx service, the rep said I was all paid up?! ADT customer service sucks!
I have been a customer for about 5 years and it is the first time that I decided to write a review as I am fed up. I usually not complain and it is the first time in my life that I leave a negative review.
I had ADT when my house got broken into. It took ADT over 20 min to call us or the police, so of course the burglar had time to steel quite a few items before leaving. We moved to a new house and I wanted to give ADT another chance and stayed with them, even if there are so many other companies on the market.
A few weeks ago, the alarm just went off in the middle of the day and the key pad was not responding so the only way to stop it was to unhook the battery. About a week later a technician stopped by and said that the key pad had a loose piece inside and he fixed it.
Today, out of the blue, the alarm went off again. I am not sure if any of you experienced an alarm going off, but it is pretty loud. I tried to call ADT but it was taking forever, so i went ahead and unhooked the battery again. I was able to speak with a customer rep and she informed me that a technician will come out again in a couple of days, however i need to pay a $25 travel fee. I wonder why?This should have been fixed two weeks ago when it happened the first time. I do not mind paying for a service or product , however I think it is outrageous to pay for something that it is not working.
Also, the biggest issue that i have at the moment is that when my alarm went off, no one notified the Police. ADT called my husband, however by the time he answered the call dropped. I was not even called. I contacted ADT about 7 minutes after i unhooked the battery. My question is: why was the police not called if i did not verify that this was a false alarm? Why if this would have been a real situation? I mean, i am paying for an alarm system and i need to feel protected. I do not feel this way. The alarm goes off, but no one cares. How can I trust ADT again? I asked the Customer Care agent the same question and she placed me on hold so she could investigate. The call misteriulsy dropped (I am not sure how that happened – maybe she hung up intentionally) and i have not received a call back from her. Let’s say the call really got dropped; She had my information and a return phone call would have been nice.
Not a happy customer at the moment
I agree with Angela and Geoff. i put the alarm on before i left the house on the fourth day and apparently they only give you 3 days to cancel it. It was fine the first 3 days. Then the following day it started going off and no one was home so we received a call informing us of that,so we were like we aren’t home and asked if it was could be fixed they were like no problem but it kept going off almost every day after that even when we didn’t touch it so i called to make an appointment and make sure it was fixed. they told me my appointment would be scheduled but i had to wait a month. and when i asked if they could atleast try to fit me in, they were like we told u it will be in a month so u would have to wait. I mean yeah it makes so much sense that no one will break in during that time because they will wait until i get my alarm fixed. they werent the least understanding and i got the worst service ever. the girl i was talking to kept cutting me off and just saying either pay or wait. and hilariously they told me that my front alarm was working so i guess i should be fine, no worries because if some one tries to break in they will obviously avoid all the windows and other doors because those alarms arent working and break in through the front door. and when i called again to cancel it they were like u have to pay 75% of what u will have paid for next 3 years to break the contract. I should have read these reviews before i got ‘ADT’. I regret getting it so if you do end up with it make sure u know what u are getting in to. the employees i talked to were so rude and didnt even apologize because apparently it was my fault that i didnt make sure the alarm wasnt working the first three days. like i would have predicted this would happen. make sure u know exactly what u are getting in to before u sign up with them or any other company.
Let me start by saying that getting ADT was the worst decision I have made for my home. I had service at an old house (old because I moved). I had my services transferred to my new home, or so I thought. For over 15 months, I’ve been paying for service at my old house. Yes, free ADT for the new tenants…you’re welcome. I speak to a very nice lady who refunds me 17 months of payments. She was lovely. Then she tells me that my current address is in collection and she doesn’t know why. She transfers me to the billing office. They tell me that my current address is in collection for a cancelation fee of $1100 because I broke my contract. The contract was never broken because it’s the only one I’ve been paying. Won that argument. I then find out that they haven’t received a signal from my new home in 15 months and that my alarm hasn’t been active. Really? Yet, this address is in collections for a cancelation fee? I paid the $157.50 for them to install my new system in my new home that’s never been active. So, yes, ADT essentially stole $157.50 from me. Not cool with that. Now I have to deal with ADT and collection agencies to get this off of my credit. Do yourself a favor and run far away from ADT. They will only screw you for a buck. Or $1100 of them apparently. Actually, let’s just add it all together and say they’ll screw you out of $2100. North America’s number one security system my ass.
I joined Adt in may it worked for 14 days, then I got woke up in the middle of the night the system failed. I called was told to unplug the system which meant finding a screwdriver in the middle of the night with the buzzing going off. Then I was told to take the face off n unplug a wire there. The next day a technician came out and still nothing so she went into the system and went to Alana and put the buzzing down to 0 I was like why didn’t They have me do that last night. We had to go back east and got back Friday. I calling d them and they had a technician come out again they said all was fixed well they hooked it up and no go so they said I could do a down grade n I said no I wanted all or nothing. When I first signed up they said since I was getting the system I was able to get the doorbell camera for their cost of 100.00 well since their system didn’t work I wanted the doorbell camera still because it can work without their system i told them the smoke detector only works with their system so I wanted to give that back and get my money back on it and the months they took money while my system didn’t work. They go u can’t keep the doorbell camera without paying an extra 100.00 I said nope I already paid for it. They said since I’m not keeping the system u have to pay more or give it back. So they are Petty, if someone already paid and it’s not the customers fault they should of let that customer keep what they wanted for what they paid. All I know is I will never give them a chance again no matter if I buy a house and their system would work.
If they can’t let a customer keep what they paid for that would work without their system then they don’t need my money.
Home security is supposed to protect you from theft, but who’s going to protect you from the scam artists and thieves that are ADT?
I use to have on Miami shores a business and by two problem I decide to use adt alarm by the supposed to be the best, a commercial come and explain me how is working, I decide to go with this company but he never told me some surprise that I found just now, I installed the alarm system, first one alarm didn’t work properly that that’s can happen nobody is perfect, after maybe three or four time the problem still here and the installation guy told me that he go to come back, never see him, ok that’s fine I have one alarm working properly, for the price it’s a be expensive but I don’t go to complain, I learn when you have an alarm your insurance company go down, that’s it suppose to be a good news, I call all the time the guy never call me back or send me my proof of insurance, long story short when I sold my business I stop the payment because for me it’s normal that I don’t go to pay 2 years more for nothing and specially when I never receive my proof of insurance and also have one alarm. The commercial call me back surprise and he was the worst guy that I see, treat me, want to put his attorney on my back, rean my credit… I stop the phone on his face because apparently this guy was not educated property. Maybe 6 month after I receive a call from his manager that I calling right a way after that 6 month it’s a big joke, I explain him the situation what’s happening he was correct and told me that when you stop a contract you have to pay a fee and that that’s totally normal he told me a fee about S350 and I was surprise because and I ask him 3 time he told me for jocking yes it’s this price and courtesy and the suppose professional that he show me i told him next business I re pass by adt. Thank god I don’t do this mistake again this manager call me after 10 days ( today) he told me you have to pay all the amount that you didn’t use well man I’m sorry but that’s not what you told me but anyways I was shure something was wrong and for finish he told well the best that I can do its 850, 500 more that he told me but ok, I told him send me the invoice and trust me I don’t go to pass by Adt because you don’t remember what you said your commercial treat your costumer and whatever he told me like this : “ADT ITS NOT FOR EVERYBODY” well what you mean thanks god I have 5 business and your right it’s not for costumer like who don’t like to be treated like that and im happy to sign with an other company who respect, show and understand her costumer and don’t tell those things like that. After I told him that he told me OH NO YOU NO DIDNT KNOW BUT IF YOU HAVE A OTHER LOCATION YOU CAN STILL HAVE YOUR CONTRACT. MY ASWER WAS : SIR LIKE YOU SAID ADT ITS NOT FOR EVERYBODY SO I KEEP MY ALARM SYSTEM AND I GO TO RECOMMENDED THAT ONE TO THE ASSOCIATION THAT I HAVE A RELATION AND YOUR COMMENT YOU GO TO REMEMBER FOR ALL OF YOU LIFE. Morality of this story very be careful with this liars and I promise you you have more company in USA and Florida who do a much better job and for less less money.
ADT or “DEFEND” (on long island)-do not let them in your door. They are low lifes who prey on the elderly and handicapped – they came to take over my working system, took it apart, then left with the system not working. They refuse to put the system back the way they found it, and want me to buy a new system at $6,000. And, spreading word of their underhanded ways, I find numerous friends who have had nothing but negative results with ADT. THINK TWICE BEFORE YOU ANSWER THEIR NOGUS MAILINGS – FREE, MY BUTT.
I am not one to post a lot of rants on Facebook, but I hope this will open some eyes when it comes to caring for the elderly. My mom had subscribed (yes HAD) for 10 years to ADT’s security system which included a pendant she wore as a medical alert button. She fell 2 weeks ago 15 minutes after I had spoken to her on the phone. She fractured her right arm and badly bruised her hip and face and was unable to get up. She had retained consciousness throughout the 5 hours she laid there pushing her medical alert button that DID NOT WORK!!! Praise the Lord, she was expected to meet up with some friends later that came looking for her when she didn’t respond to their phone calls. ADT’s response when I called them was a 45 minute credit on a service call. REALLY?? Even when I practically laughed at that offer, I was transferred to the “customer retention” line. After holding for 40 minutes to speak to a representative, we got their blessing for a free service call and a 2 month credit. (can you sense my sarcasm with that). When I called them the next week to schedule a service call, I specifically told them to bring a new pendant. Guess who showed up this morning for a service call with NO PENDANT and none available in the area?? These people have no concept of customer service. When Mom told them to just cancel her service, they will not even pick up their antiquated equipment because they know it DOES NOT WORK!!! Please, do NOT count on your parent’s/grandparent’s medical alert providing any security for them in a medical emergency if they have subscribed to ADT. They just blame it on their clients for not calling to schedule a service appointment for the equipment that ADT owns!! Our family is certainly looking into other DEPENDABLE options for her now.
ADT security company does not care about their customer’s security.
I have been a long time customer of ADT, which means I have been paying my monthly fees on-time for years. But I am going to look for another alternative, because I have come to the conclusion that they do not have their customers best interest at heart. All they care about is cashing that check.
I know this because of the bad experiences I have had with them. There has not been one instance in which they have put effort to resolve the problems caused by their equipment malfunctioning.
When their equipment malfunctions, they are not in a hurry to resolve the problem, their answer is always the same. “We will try to fit you into our schedule”, which means getting a technician out in a few days”. When I tell them, “So we need to live with no burglary or fire monitoring for that time?”, their answer is “Yes, nothing is going to happen”. When I ask them, “if something does happen, will you be responsible for damages?”, they answer, “of course not”. That is how much this alarm company cares for their customers safety and well being.
The last time we had equipment problems, I pressed a scheduler to fix the alarm issues we were having, and he said that we would need to pay a technician $299. for the for the first hour and then $75 each additional hour to come out and fix the problem, because it was after hours. I told him that it was not my fault that their equipment broke down after hours.
I asked to speak with a manager, but he would not put me through to a manager, apparently that is the method ADT uses to discourage customers from getting the fee waved or getting the problem fixed right away; you see, they see their equipment failure as an opportunity to make more money, they care more about making another buck, than the safety of their customers.
I can not blame the scheduler, after all he is just a trained puppet, reading off a script; he is only allowed to follow the procedures that the company has set for him.
I took this further and called customer service, there I was able to speak to a manager, I made my case to him, hoping he could help resolve the issue; he was empathetic, but could not do anything, because he was not part of the scheduling department. He asked me to hold so he could contact the scheduling manager, he was going to try to get the tech fees waived. He came back on the line and said that he was told him, he would not waive the fees.
I do not know if he really did speak to the scheduling manager or not, either way, I was left with no solution, and the realization that they do not care what happens to me or my family.
In all the years we have been ADT customers, we have only called them with issues a handful of times. It has almost always been because of equipment failure and they have always responded in the same manner.
Do not call ADT if you are in the market for an alarm system, they do not care about their customers.
ADT is horrible! We had a billing issue and they cancelled service without any notice. When we tried to get it turned on they said wait until Monday when the billing department is open. It is Saturday evening and we have nothing to protect our home until Monday??? It is a rip off money wise and customer support is a joke!
ADT is nothing but a money making scheme. If you are moving, they take that opportunity to really slam you with charges knowing you are under contract and at their mercy. I tried to cancel and was told I had to payout 900$. Then I get nailed with a 99$ installation, when I he already paid that with my first house. Stay far away from ADT. Plenty of companies out there. Shop around! their security systems are very easy to manipulate as well. itll be nothing be dumping money down the toilet.
ADT is all about the bait and switch. They promise you the world and then change everything when the installer shows up. Big name and that’s about it.
My experience is very similar. I called for the 99 dollar system and service fee of 27.99 a month. They cut a hole in my beautiful foyer wall and then told me I need at least 8600.00 of equipment and that my landline would not work with it. The installer did not even know how to hook into my land line. After I told him I cannot afford 8600.00, he dropped the price to 3600.00. I called customer service and told him to leave. I am stuck with having the hole in my wall repaired. I think this is definitely bait and switch. He left quite angry and told me he is required to put the hole in my wall as the first thing he does when he comes in. Beware of ADT. I actually feel violated. I called customer service the next but they refuse to call me back.
By far the worst and most dishonest company I’ve dealt with. The salesman who installed my system said they would move it for free as many times as needed in the three year contract. He failed to mention that they would automatically renew my contract for an additional three years EVERY time they moved it. Last year I moved and cannot have a security system in my new place. They have been charging me $50 each month for the last year for a system that is not even hooked up!!! When trying to cancel, they told me I had to pay half of the remaining balance of the contact that mysteriously “restarted” after moving. As a customer service manager myself, I am enraged by a company that can steal and lie to customers like ADT does.
We had our home broken into some years ago, but today, I once again feel robbed, preyed upon and vulnerable..
This time, it is the service we choose for peace of mind that have taken from us: ADT.
Don’t sign with ADT!!
You will read similar warnings on blogs, comments, feeds and other online reviews – if you haven’t already signed a contract – then you’re luckier than most, keep your money and find another way of keeping you and your possessions safe!
It’s no surprise they score 1.9/10 on ‘Best Home Security Companies’ by 648 reviewers..
Here is why:
No Free Installation With Traditional Plan
36-Month Contract Required
Outrageous cancellation terms
Excessively long call times
Pushy sales tactics
Regularly increases monthly fee for no reason
Requires written, signed-for letters to acknowledge any customer requests/complaints
Many Negative User Reviews
Plethora of BBB Complaints
If you read this and ADT manage to convince you, when you do eventually become disaffected, write your own post and share with others.
It is only by sharing the information and by buying services that are ethical, fair and transparent that we can shape the industry for the better and rid the market of companies like ADT.
We deserve better.
Amen! I’m so disappointed by the lack of integrity and customer service in this company. ADT is the one robbing everyone! Protection…. I don’t think so!
We had our home broken into some years ago, but today, I once again feel robbed, preyed upon and vulnerable..
This time, it is the service we choose for peace of mind that have taken from us: ADT.
You will read similar warnings on blogs, comments, feeds and other online reviews – if you haven’t already signed a contract – then you’re luckier than most, keep your money and find another way of keeping you and your possessions safe!
Don’t sign with ADT!!
It’s no surprise they score 1.9/10 on ‘Best Home Security Companies’ by 648 reviewers..
Here is why:
No Free Installation With Traditional Plan
36-Month Contract Required
Outrageous cancellation terms
Excessively long call times
Pushy sales tactics
Regularly increases monthly fee for no reason
Requires written, signed-for letters to acknowledge any customer requests/complaints
Many Negative User Reviews
Plethora of BBB Complaints
If you read this and ADT manage to convince you, when you do eventually become disaffected, write your own post and share with others.
It is only by sharing the information and by buying services that are ethical, fair and transparent that we can shape the industry for the better and rid the market of companies like ADT.
We deserve better.
If you are interested in a quote from ADT for services, make sure that they are your last quote (get quotes from their competitors first), and when they arrive at your house, watch them, like a hawk. I responded to an ad from ADT promising 15 pre-wired door or window sensors, a free home security system, and a $100 VISA gift card in exchange for a $99 customer installation charge and the purchase of ADT monitoring services (advertised at $27.99 per month).
Beware. ADT is all about Bait-and-Switch. I agreed to the deal on the phone, and my credit card was charged. Next morning, a chipper young man arrived at my home. I asked, “I’m assuming that we’re going to need more than 15 door or window sensors–how much are additional sensors?” Instead of an answer, he said he would get the panel in place, then take me on a home security survey. He cut holes in my wall for the panel while I was out of the room, then we went on our journey.
We have a big house with many ground floor access points, so it took a while to get all the way around. Add to the window sensors monitored smoke detectors and CO detectors, and a flood detector on the sump pump. I waited for him to bring me the total “additional cost,” expecting it to be between $1,000 and $2,000. No such luck. The price quoted was over $10,000.
After I picked my jaw up off the floor, I told him my price point was closer to $1,000. This led to two hours of reconfigurations and recalculations, cutting out sensors and services, but (thanks to sneaky little “manager’s allowances”) never causing the price tag to fall much below $5,000. It was clear that his compensation was based on how much successful upselling he completed (he later admitted it), and that his target for his commission was for me to pay about $5,000 or more. I told him no way, and he started to pack up his equipment. It was then that I realized that he’d cut a circular hole in my wall for the main panel, all before we had yet to agree on an acceptable price.
It seemed pretty clear to me that his approach was standard practice when customers responded to the mail ads. Cut a hole, then tell the customer that he can’t do better than his commission target, and turn up the verbal heat to guilt the customer into signing the deal. I told him that, in the absence of him being able to repair a hole in my drywall, I wanted the system which I had already paid for over the phone, no more. We eventually settled on a second panel and three other features that I had originally wanted, but had been cut out in the wheeling and dealing. By the time he left, I had a price close to what I was originally expecting.
Oh, and that $27.99 a month for monitoring? That’s for a system over analog telephone lines, which the phone companies no longer guarantee, and which cannot have wireless monitoring (anyone can cut your phone line outside and disable the alarm). The REAL price is close to $60.00 per month.
They may be the largest, and the best, but they are arrogant with their swagger, and very smooth in trying to get you to agree to an outrageous system cost. Check out the competition first, so you know where a system price SHOULD be. And for God’s sake, don’t turn your back on the agent and let him cut a hole in your wall.
Worst company ever!!! Thought I would go with a reputable company and get good service. Ha! 14 months after install I’m still waiting for equipment that hasn’t been installed and the installed equipment is poor quality. I can’t get service even though I’m paying monthly on a maintenance contract. No one will return my calls or emails. If you’re thinking ADT, turn and run!!!
informed on March 15,2016 alarm went off and guard dispatched with report house secure (false alarm(. Next morning found window and side door broken from first floor side deck and house vandalized and numerous items stolen. ADT said they would investigate and now its over 2 wks and no reply despite being a 20 year customer
I have a beeping that tells me battery low. I made my call and was told that event thow I have an insurance policy on my system.. I will have to buy a 7volt battery go down the cellar , find a box that goes to system. Unlock it. Find battery. Remove the two wires attached. Replace battery. I am 80 years old. Thought that if bought insurance. My system would be cared for. No where did it say. I would be servicing. The system myself
ADT person I originally spoke to was not honest in what was included. Camera was supposed to be included with all activation fees waved. Tech showed up and was a nice guy but everything was a sales pich to buy extra stuff. Called in to complaim about thenless then honest sales person and they said have to review the call and will call back within 24 to 48 hrs. 1 week and two days later they called in and they obviously did not review the call and what I was told. Plus I had my own recordingnof that call and heard her explain what I had said. They basicaly pitted thensales person against there tech guy/ installer and never answered my question or addressed my problem. Checked the advertisement I originally saw and reviewed the call wich I also recorded and the just basically lied and refused to address the issue. Thanks ADT for the bullshit and the lies and now Im stuck with the system. Hope its better functioning the your companies honesty and integrity.Best part is if it went well I had three friends that were going to get them but I will not refer friends to a dishonest bussiness practice. Hey at least the alarm system works so far.
I had to move and my new apartment has a contract with another provider. Since I was forced into signing a contract with ADT that I am still under they are RAPING ME for $700 to cancel. How the hell is that fair? $700? Seriously? DTV didn’t even cost me that much to cancel and they’re known for their cancellation fees.
NEVER WORKED. Feed up with this awful service and charges for nothing. Call to cancel, they told me I can’t cancel because the 2 year agreement. So am I supposed to continue paying you even though you don’t provide the services? What century do we live in now. I was stupid enough to even consider and paid for that long. Definitely think this company is out there to get peoples money. NO SERVICE at all… awful awful
ADT reall is a bad company. Yes its a bait. Do not believe what the agents tell you because it will be totally different from what the contract says. Once you take the bait you’re in for a suprise of continous fees and price rate changes they will even trick you with the lenght of your contract.
ADT customer and upgraded to there pulse service. Since the first day it was rediculous. The installer was a condescending jerk. Next tech was clueless. Phone tech unhelpful. System works very little. If not for there brand and wanting sell this house I would install the system I bought at Best Buy. It’s way more reliable. Has no monthly fees.
ADT is the worst worst company that i have came by thus far I was having issues with my system and I was denied access. I spoke with Tracey supervisor of Custom Home and I was suppose to get same day service and I still haven’t had a technician come out after being promised to ge a call back from her personal. I guess they call that PROFESSIONALISM. I think NOT. I have a customer for 20 years and every since ADT has new UNPROFESSIONAL so called managers my system is still not working. I even sold with Adrian suppose to be the big boss and nothing was good. What do I have to do to get good service. I’m done with this company.
After the agreed price and install Saturday 2-27-16, and once completed, the price went up 800 dollars after tech called in to office. I immediately cancelled the service and he removed devices. Wow really? This is how they do business? Bait and switch? Now, I have holes in my walls where he removed my original keypad and power supply, and he took it with him. Now I have no working alarm at all now and wires hanging out of my walls. I made several calls, somehow disconnected several times, and nothing resolved. The only thing I was told was the tech and manager are not answering their phones. How convenient! I just want my keypad and power supply back that they stole!
I had an ADT system installed two years and three months ago. Their customer service is very poor. It takes weeks to get scheduled for installation. The door to my keypad has broken twice. They want to charge a $25 service fee to send a technician to fix it. Once a part went bad and my system was not working when I was out of town on vacation. They were unable to get someone over before I left. They have raised my monthly rate once so far. They do not follow their own procedures for calling the police in the case of an alarm. They only are good at collecting money.
I called several times for ADT security systems and spoke with several managers. They promised I will receive $1500 credit for equipment and installation. During installation, the ADT described several horrible break-in stories when I was showing NOT to purchase more equipment!!! Anyway, I still declined all the EXPENSIVE options from ADT technicians, then they were not happy leaving my house without “testing” all the sensors! After 2 days I cancelled the contract (BE careful ADT only give three days to cancel!) BUT they still charged unknown fees on my credit card and they can not make promise they will not damage the wall when they removing the equipment and sensors (they still installed old fashion keypad with a hole on the wall). Finally, think twice before you pick ADT as your security company……..
We have had the worst experience with ADT. They do not tell you up front that you are signing a 3 yr contract. They also do not tell you that if you move you have to pay up to $300 to get service started at your new residence and you have to start a new 3 yr contract as well. All representatives tell you something different every time. They are not military friendly either! If you move into a home that isn’t wired for ADT you have to pay for the equipment. I would highly recommend doing your homework before you go with them. Their prices are not cheaper than others and do not have better service. I wish we would have done more homework.
Recently, we had a problem in which one of our doors began to activate the alarm in the middle of the night, every night. One night someone had to sleep in the store in fear that the alarm would keep ringing. When we contacted ADT they turned off our alarm and told us that it would take 2 weeks for a technician to come out and help us. How is a business supposed to function without an alarm for over 2 weeks? That was our first problem and we had no other choice but to accept it. So, we wait the 2 weeks but when the date of our scheduling came, no one showed up. (We were originally scheduled for the 29th of December) We contacted ADT yet again and they told us that they had sent someone out on an earlier date but due to the store being closed (they came on Christmas Eve, on the 24th of December) they automatically canceled our original appointment. Several things are wrong with that; we were not notified about them being able to come on an earlier date, we were not notified about our original date also being canceled, and now they have given us another 2 week wait for a new appointment. We are beyond furious. Had they contacted us about being able to come on the 24th instead of the originally planned 29th, we would have made sure someone would have been in the store to let them in. When confronted with that fact, they informed us that someone tried to contact us on the previous day but that is false. They have not only our business number but multiple personal numbers in which no one tried contacting. Now, we are left waiting, with no alarm, through another big holiday break, for hopefully someone to come and help us. With all of this, every phone call takes at least a whole day to resolve because when you call their customer representatives no one really helps you and they put you on a waiting list. Let’s see if someone really comes out for the next appointment or if we’ll be left in another back and forth dance with them. I understand that this is a big company and they deal with thousands of people and businesses every day and that it’s impossible to attend to everyone as quickly as we desire but the level of unprofessionalism that we have experienced from them is just unacceptable.
The customer service at ADT is the absolute worst!!! The biggest problem with ADT is whenever you have a problem with the alarm system or any door or window sensor malfunctioning, the soonest a Technician can go to your home to fix the problem is always a week! What happens when someone breaks in before it’s able to be repaired satisfactorily? You’re “screwed”!!! And ADT isn’t liable even though you pay them monthly to protect your home! And many times when the tech finally shows up, it’s someone who does a mediocre job and you have to call ADT again to send someone else to fix the same problem and wait another week. So you can end up waiting 2 weeks before you feel secured in your home! For such a big company, I’m appalled and I’m definitely looking to switch to another company more reliable but the problem is – Is there another company more reliable or do we just have to settle for mediocrity?
The cameras do not work and the ADT pulse app is flaky. I have had issues since install and have yet to get them to response. I gave them plenty of chances to remedy the issues and am now ready for them to let me go. I have a complaint into the BBB requesting for help with cancellation. At least here in California, I would not recommend ADT to anyone I know.
Location: Burleson Texas
I called ADT solely because i received an electronic ad promoting free security camera system with monitoring contract. I wanted some specifics about the cameras because i was afraid my installation would require more than the norm. I was told on the phone the only way to proceed would be to have someone come to my house and show me. I said OK fine. Then i was informed there would be a $99 fee in order to do so. I told him nevermind but he convinced me to proceed and told me the $99 would be refunded if I did not like what was presented. I reluctantly said OK fine. Technician showed up and was prepared to do “an installation”. I informed him that we were not installing anything, as i had not made my decision yet. The tech was very professional, however when i told him i needed time to research and compare services he had to call his office. I was then hit with not one but multiple phone calls from “managers” from various offices putting a very high pressure sales pitch on me. At that point i became disgusted with the process and what i consider deception, and ask that the whole matter be cancelled and my $99 be refunded. I was quickly told that was not possible unless i called back the next day. When i called national office the next day, i was told they could not help me but i would have to call local office, so she gave me the #. I then called local office and yet again was hammered with very strong pressured sales pitch. Even after i threatened a BBB complaint the pressure continued. I was then placed on hold for several minutes and FINALLY was informed that credit was processed. We will see how long it takes before it actual hits my account. I had been an ADT customer in a past life but will never be again. Besides their tactics, i chose not to proceed with ADT due to the fact they do not offer a DVR and i think their cameras are rinky dink. That was MY choice. Think twice and get all the details people.
The customer service at ADT is terrible. Each person passes you the next person who has to review notes that seem to disappear from the last to end with someone who just says sorry we can’t help you. After an ADT technician messed up our whole system, sending false distress signals on its own, shutting down our system while on vacation, ADT still has done nothing to help us out. We tried to cancel the system because of all the issues and they won’t let us cancel without a $800 fee. Now, we just got hit with fines from our police department for the FOUR false alarms that were sent on their own somehow (our system was not working) and ADT said we have to deal with it. Thats it. They will review it, but even if they decide it is their fault (which they already admitted it was) it will be in the form of a credit. The bill is $1,100!!!! DO NOT USE ADT, THEY ARE A SCAM.
Sorry to hear scheduling was such a nightmare Jan. That’s the worst.
Worst customer service EVER!! Been with them for 6 years. I have an issue with a “zone” going off… they can’t send a technician for a week and a half. I was on the phone with them for 3.5 hours!!! Finally pulled the whole d*** thing out of the wall and cancelled service because of the time and frustration I just went through. Why do I need to give $50 a month to a company who could care less about me???!!!! There are other companies out there. I would rather flush $50 bucks down the toilet than to give it to ADT!
ADT scheduling is a mess. I called to ask that my appt be moved from 8 am to noon to noon to 5. They told me I was scheduled for noon to five. I asked if they were sure since I had been told it was the 8 am to noon. Told it was noon to five. Got an email from them saying appt was 8 am to noon so I called back to verify the time. Again was told noon to five. But the repair guy was apparently on the 8 to noon schedule but he was running late. When he arrived all that I had told the person scheduling was never written down so he had no clue what was going on with the system. Called Adt after the appt and let the person who FINALLY answered know how messed up this was. I could tell by her demeanor as customer service that she was going to do nothing about relaying the message, but she put me on hold where I finally hung up,after waiting 20 minutes. This company needs help. Worthless customer service and whoever does the scheduling. Educate them so they can perform the job!!
I have been a customer of ADT since 1988 started out paying annually $350 and have been getting increases on the annual renewal and just got the 2015 renewed at $794 for an old system that has not been upgraded for at least 15+years. Every year we get a similar annual letter to this affect stating “in order to continually deliver innovative security solutions and a world-class customer experience, a amall increase of 3.79 (plus applicable taxes) will be aplied to your monthly service fee to $61.78…” After do some researchs and comparisons, I think ADT does not care about loyal customers. If they do, they would review their customer’s billing and at least offer some sort of discounts. Even if they charge me couple of hundreds to cancel it would worth it to go to another security company.
Hi there,
Thank you for taking the time to leave a review for ADT Security. Your feedback will go a long ways in helping others make an educated home security purchase. 27 years as a customer of them?! That’s loyalty at it’s finest. When you cancel, it would be best to look into a home security service that will provide you with excellent customer care. We ranked Frontpoint #1 in our best home security rankings, and their customer support was a large contributing factor.
Let us know if you have any questions!
Thanks,
Josh
Probably my worst experience with any service provider in US. We put the system before relocating to England for a year. Three faulty alarms resulted in huge fees from police and ADT refused to fix it. Now we are moving for good abroad and they want to charge us $300 to cancel the service. My advice – never work with them. Once we are back this is the last company I will be contacting.
Hi Tanya,
Thank you for taking a moment of your time to share you experience with ADT!
It’s unfortunate to hear you did not have a great experience with ADT Security. We’ve heard similar stories from other ADT customers, and that’s why we haven’t ranked them as high on our 2015 Best Home Security rankings. Your review will definitely be useful for other individuals looking for home security, so we appreciate this feedback.
Thanks,
Josh
Had ADT for sometime before moving and contract had expired and we let them know we were moving and they went ahead after we moved and charged us for another 3 months rental and would not refund the money.
They are the worst, waited for a service tech for over 2 weeks when he showed up he couldn’t work on it because it had a fire system also. That was the fault something to do with the fire system, seriously! Go with someone else they are suppose to be monitoring our business, seems to me they are just cashing our checks every month.
Horrible Service.
We originally signed up with Reliance Protectron, which is now owned by ADT. In the 2 years that we have had the service we have had 3 break-ins. On the first break in the audible alarm did not sound and it took them over 3 minutes to phone us and then another minute to contact the police. The thieves were gone long before this. A technician arrived to check the alarm and told us that the previous technician had installed it incorrectly.
On the second break in, the audible alarm sounded, but no one from ADT actually called us or the police. Needless to say, the thieves got away long before anyone arrived. A technician again showed up and told us the same story “the previous technician made a mistake with the install” Great. So how will we ever know if the system is working? They had no real answer for this.
We have tried to work with them to find a way that we can both part without any hard feelings, but they refuse to let us out of our 5 year contract. Stupid of us for ever signing up for such a long contract in the first place, but the sales guy pressured us into it with the offer of free equipment (most of which we never received).
Overall – Avoid ADT at all costs. Their customer service wait times are long, their staff is often rude, and even when they fail to protect your business as they promise, they blame you. A company that cannot take responsibility for their mistakes cannot be trusted.
We have had ADT many years. Finally it was time for it to pay for itself. That didn’t happen, we were robbed. Lucky we have cameras because if it were up to ADT they would have gotten away. Guy broke in tripped motion we got the call 4 minutes later? Walk around your home for 4 minutes and see how much you can take in that time. Good luck to those with ADT they are gone from our home. Oh and after looking around which we never did because of having them so long our bill went from $175 every 3 months to $75 every 3 months.
We got ADT after a break in. We were a bit scared and wanted to go with a big name security company. Little did we know that we agreed to a 3 year contract. Neither the sales lady nor the technician made that clear to us. We didn’t even realize we were in a contract until we tried to cancel 2 years later when moving. The cancellation fee is 75% of the remaining contract. At $47.99 a month, it was well over $500 for us to cancel but I just wanted to be rid of ADT for good. I switched to Simplisafe for $14.99 a month. Unlike ADT, the equipment is wireless and is super easy to install yourself. Plus, I can easily take the equipment with me if I move and just tell Simplisafe my new address. And no contracts or cancellation fees!
I would like to start off by saying that ADT security is a horrible company. If you live in IL beware of a sale person named Peter Alfini. He came off as a nice guy but he worded everything in his conversation to make me believe that if I was not happy with ADT for any reason, I could cancel my service and get all of my money back. He also said one thing to me and the techs told me something else. Also if you call ADT for any reason their customer service is awful and you are put on long holds and the reps on the phone have no knowledge of anything. I was double billed for services two days after my installation which was on 06/24/15 and I am still waiting for them to refund my money back to me. America, I would not be wasting my time trying to write this stuff about ADT if it was not true. Please avoid this company at all cost as they lie, cheat and don’t care about the customers. They are only in business to make money and provide you with the worst possible service at minimal cost to them. Remember, Peter Alfini is a sales rep that came into my home and lied to me and my wife. Also, keep in mind ADT only provides 3 year contracts and you can only cancel services 3 days before midnight after your install or you are charged thousands of dollars. It would be cheaper to allow your home to be robbed by someone other then ADT. Beware and make sure if you do decide to get ADT to read the contract and don’t just sign paperwork without understanding everything.
We are so sorry this happened to your Tyler. We hope you can get everything sorted. Thank you for taking the time to share your experience with us. We cannot express how important it is to read your contract. Again, thank you for sharing and let us know if there is anything we can do to help you.
ADT is a so-called “security” company that sends completely unprofessional, obnoxious salespeople to your door who won’t leave when asked. I told one of their employees to leave my property three times and he just kept on talking. I had to get right in his face and scream at him before he left. Can’t imagine a universe where I’d trust my security to such a sleazy operation. I would hire a better security company just to keep these people away from my door.
ADT doesn’t have door to door salesman. They never have. What you most likely were dealing with was a deceptive sale (a scam company) trying to get you to sign a contract you can’t get out of. I know most companies have a legal department or something like that. Maybe you should call them and let ADT know there’s a scammer in your area trying to rip people off.
ADT had authorized dealers that use door to door sales tactics. Those authorized dealers are approved by corporate for their sales processes.
Forget about getting ADT installed in your home. Had nothing but trouble with ADT. I would leave the house thinking the alarm was activated and then find out many times that the alarm was not activated or set. In my opinion ADT is not a good company to do business with. I do not have ADT now, and after all the B.S. they gave me, and the problems I had with the alarm not working, I would never have an ADT alarm system installed in my home.
ADT has just provided one of the worst customer service experiences in my life. I sold my home and weeks prior called ADT to discontinue my alarm effective June 6, my move date. An agent confirmed that would happen. I came back a few days later to clean the house prior to the buyer’s final walk through and noticed my alarm was still active. I called ADT again, and another agent told me they would discontinue it immediately.
Today, nearly two weeks later I received an urgent call from my real estate agent saying that the buyers of my home had set off the alarm and needed my code. I had to provide my private code for them to turn the alarm off. I immediately called ADT and was told that I should have given 30 days notice and that for the next 30 days there was nothing I could do. I asked to speak to a manager and as I was waiting I was disconnected. I called back and was switched to 3 different departments. After waiting on the line for 30 minutes, I was connected to an agent who said not to worry my alarm was cancelled but said I should talk to the monitoring department to have the alarm powered down. He gave me the number of monitoring and when I eventually reached someone there I was told that my account was still active. I asked to speak to a manager who said he would personally discontinue it.
At this point I have lost all trust and who knows if it’s discontinued or not! I can’t believe a security company of all companies does business this way. I will never do business with ADT again and wouldn’t recommend this company for a million dollars. Thank goodness I wasn’t experiencing a real emergency!
Rotten company, scam artists, subpar equipment, many false alarms, hundreds of dollars paid in false alarm fees from the city, company advised, no effort to correct problems. All these clowns are concerned about is milking you for more cash, they suck, their personnel are too stupid to understand simple requests, steer clear of these con men.
We canceled with ADT because we found a cheaper company. In changing we learned that when I had taken down one of the motion sensors in our house about a year ago, ADT should have called us to find out what was going on. Never did. Also, when we switched companies, they had to turn off ADT’s equipment in the house to do it. Even with it turned off, ADT still never called to find out what was going on. It makes us wonder if someone had broken in, would ADT have done anything about it. Lastly, when we called to cancel, we found out the bad news that they require 30 day notice – not sure why. It must have been in the fine print of the several pages of the contract we had to sign. The woman on the phone said it would cost us another $50 to cancel. Really? Then she said they would only charge us $3. I have no idea why she would reduce it. But then we just saw today that they debited our account $50. So either the woman was lying or offered something she could not deliver. Will never go back to ADT. Seems like it is just a scam.
Terrible! Once you move to a new location, you have to start off your contract from beginning.
This is a first report. The person who installed was obviously sick and not up to par and admitted. The installation itself was flawless although either the motherboard was defective or a person at one end or the other wasn’t entirely competent (see below). Prior to the installation I had given a credit card number for the cost of that and refused to allow its usage for monthly billing and refused to give the card number for monthly billing prior to installation. [This prevents a number of billing errors and is based on experience. Pity it didn’t work.] I gave him the number after installation. He got it wrong. I gave it to him again. He got it right. Now, this was my debit card I gave him. The number given prior was a credit card. The next day I got a letter in the mail stating my method of payment was invalid and I needed to contact them. I did, and they said that the installation person had failed to note which card should be used for payment. I made it clear. They then billed my debit card (which wasn’t prepped for $400 as opposed to $99 installation and wasn’t supposed to be…used for the installation in any case) for $400 which resulted in an overdraft. I had to call them again (it never happened, apparently) and called the bank–which had not charged me for the overdraft, apparently because the daft I mean ADT had credited it back quickly enough. I have now changed my debit card information enough that they can’t use it. Point is, I would maneuver them (should I live in the Pacific Northwest, at least if I use Gaylord–refrain from unfunny puns, thank you–that “I” being, perhaps, you) so that they do not have access to my bank account, since they have exhibited utter incompetence. In my opinion only although said opinion was fostered through experience. I also added that last from the experience of seeing other sued for not adding the little phrase.
Location: Bella Vista, Arkansas
We have had nothing but problems since installed. No one will return my calls. We have only had system since Feb 15, it only worked about two weeks.
We were suppose to have 3 day trial to make sure was working properly, and it never happened. The installer could not figure out why it was not working and he left without it working. I have called and talked to people at ADT and State Home Control about the problem, they always say someone would get back in touch with me and they never have. I have now tried to cancel and either they hang up or will not return my call.
BEWARE! Unethical company. We are currently locked in a contract and have been paying $40 a month. Our system has not been functioning for the last four months! We called and tried to end our service, to which they said we would have to pay out the remaining year of service. Our home has been broken into twice. Both times it was within a week of us reporting an outage to ADT and asking to leave the contract. I can’t prove anything, but seems fishy…like maybe a scare tactic?
Today I had an appointment for between 8 am and 12 pm for them to repair the system. At 11:15 they call to tell me that they don’t have a technician today, so they would like to reschedule for four days from now. They couldn’t have told me that at 8:00? Before I wasted half of my day at home? And I’m supposed to go another week with a non-functioning system that I am paying for? I don’t think so.
I had my own alarm system installed and contracted service with ADT while my deceased father’s house was on the market. I specified it was month to month. They agreed verbally that was the deal. When I tried to cancel, they said I was obligated to stay 3 years. It was total verbal fraud. Review your contract carefully. They blatantly lied to me and I’m contemplating legal action.
Just had Pulse installed; was never told it was a portable control unit with a power cord plugged into the wall. Not good in a house that has tons of kids coming and going! Not to mention we only got one panel (now an eyesore in our foyer on an entry table), and the two deactivated old panels were never removed/replaced. I would continue to complain (although the house at least has an alarm system again) but waiting for investigators from MDPD to look into the missing jewelry box from an upstairs closet! Honestly, salesman was great, but really?!
I have been with ADT for about 5 years and it started at $39.99 or something like that and now its $44.00. They used the old equipment on the house they only used a new key pad. I’m looking for a better service and price. I had a problem with one window and they took too long to come out here, and the first guy did not fix it so I had to call again.
ADT is BAD. I have had the system for more the 12 years and now it is falling apart. They will charge me to change the equipment! I pay close to $35 a month and have done so for over 20 years. This is ridiculous.
I had a appointment with them to come look at one of the zones. I took a day off work. Confirmed my appointment the day before. They never showed up and did not call. When I called to ask, the operator said they had left a message, on talking to the manager, they finally said there was a mistake and they had only called the headquarters but no call to my home. After 20+ years of being a GOOD customer (I usually don’t call even once a year), one would think they would want to keep you. I am changing!
I don’t know how people rate this company any higher than a “0” star! The features were not explained property, there are hidden fees, customer services are horrible! I am shocked the company still in the business today. The cancellation process is a nightmare! I got the service on a Friday, charges coming in on Saturday, called ADT on the following Monday to clarity the charges, got no where and the customer services were unprofessional! I asked to cancel the service, rep indicated that they ONLY accept a mail-in/fax letter. I generated the letter and fax’d it in to them. I then called to confirm whether they received the letter or not, and the new representative would tell me that I got the wrong fax# and gave me a new #. Today is Thursday and still got no where with the cancellation. Look like they are trying to trap me into the contract. I will be reporting this to BBB momentarily.
Signing up was the worst decision I’ve made as a home owner. Bait and switch sales, horrible customer service, awful response times. Their sales agent, Safe Have Security, is even worse. ADT has already paid out one major class action suit for fraudulent sales tactics in California, and a national case is pending.
Location: Brewster, NY
I have had this ADT system in my business for about a year now. I should have never switched from Sonitrol. Since day one this has been a nightmare experience. From day one installers show up at 3PM to do a full day installation. Finally after three days at 9PM it gets installed. Three visits in the next month to get it working. Ok, finally it works for a few months. Then I start getting calls at 3 & 4 AM about “Faults”, not motions or doors opening, but “faults”. In other words the system is failing. The next thing I know I see sensor on the floor in the warehouse no one knows where they came from. They’re literally falling from the sky! Parts of this ‘security system’ are all over the floor.
Then they won’t give me credit on my bill until the get it fixed! What? Three months later it’s still not working and now my bill is delinquent because I’m not paying for something that doesn’t work.
We’ve had countless appointments where the technicians haven’t shown up at all! Then they are scheduled for 8-10 AM then at 3PM they say oh they’ll be there by 5PM then they show up at ten minutes to 5. How can they fix this mess in 5 minutes? So I have thrown them out when we close at 5. NEVER AGAIN WILL I USE ADT. And I have several businesses.
I had my ADT sensor go off at 3am. I grabbed my gun and stood in my hallway letting my alarm system continue to go on with the noise. I got no response from ADT. No call and no police. I finally turned it off and carefully walked through my whole house and garage. Yes if someone had broken in they would have been shot. The next day l reported this they gave me a reduced monthly charge. No, l do not feel safe. My dog and my gun are my protection. However that leaves no secure feeling when not at home. So l have to keep my system. Good luck.
ADT is good company but they need to hire nicer and friendlier salespeople. They suck at that.
Location: Houston, TX
Overall I am very happy with our monitored home burglar service with ADT. We pay about $40 a month for it and have had it for 10 years. We have a wired system which requires us to have a land line. We never use the land line to make phone calls anymore, so we looked into getting a wireless system. It was pretty expensive to get this installed, plus since we bundle our TV, Internet and phone service with AT&T, it is actually cheaper to leave the land line on our plan.
We previously had instances where the wind would cause the door to our garage to open and trigger the alarm. We would be notified the alarm was going off and since we could not get to our home at that time, we did agree to have the police check it out. It costs about $100 each time the police are dispatched. Now we make sure to lock the garage door!
There was another time we noticed our alarm wasn’t working. I called ADT and they told me it would be $80 to come to our house. I asked to speak to a manager because I thought this was ridiculous and they changed a $5 fuel surcharge. The reason ended up being an old wire. The technician replaced it and was on his way in 20 minutes. Unfortunately the control center for our alarm is in the master bedroom closet on the third floor of our town home. It is kind of annoying having the technician go through our master bedroom and bathroom in order to service our system.
All in all I am very happy with our service with ADT. I can sleep at night knowing I have an alarm. Plus being on the third story of a town home helps…and a French bulldog that barks at anything.
Location: PA
I called Blue Light and scheduled an appointment for someone to come to my home and determine what I would need. The day arrived, and no one came or called. I called Blue Light, and the representative was extremely apologetic. For my hours of waiting, she offered me some free equipment in addition to the promotion that I had seen advertised. Installation day arrived and once again, a no call/no show. I called and the representative said she would investigate and call me back. A few hours later, I called again and spoke to a second person. She said she would follow up and call back. Needless to say, no one ever called. I cancelled the next day. So much for “White Glove Customer Service”.
Location: Old Forge, NY
My ADT alarm system started making my phone fail back on June 19th. I had to wait until July 2 to get a repairman here. After waiting all day for him, I got a call at 7:30 PM saying he wouldn't be here today and I would have to reschedule. So obviously, he's coming first thing tomorrow, right? Nope. Nothing before July 16. It seems to me that if you can't service your security systems with less than a two-week lead time, either you make really bad security systems or you just don't give a damn about customer service. Which is it, ADT?
Location: Stone Mountain, GA
My family and I are a long time ADT users. When I moved into my house over 20 years ago, home security companies ran the gamut in our 272 home community. However, the majority of the homeowners had an ADT sign in their yards. I had seen commericals for the company for a long time and had gotten recommendations from friends who had it and were happy with it. I wanted a securtity system that was tried and true, so I went with ADT.
They bill us quaterly, which is convenient, and I like their rapid response when an alarm sounds. In fact, a couple weeks ago my husband made a mistake, setting it when we were heading out of town, causing the alarm to sound. Immediately ADT called to see what was the problem. The lady who called was very pleasant and thanked me for being a long time, valued customer. A year ago we upgraded our system and it went smoothly. After all it was ADT, so I expected no less.
We are a current ADT customer. We recently had just about the most awful experience with one of their sales person who was sent to our home. We got a notice that we could upgrade to the newest system that is controlled from our iPhone. The saleswoman came to the house and we were horrified. On the ad it had a certain price advertised and when we spoke to the woman about that price, she told us a higher price. When we showed her the flyer, she proceeded to tell us that "Her customers are rich and they don't care about price, they just install." She then insulted my fiance by saying, "Why did you send me all the way up to this mountain if I was going to WASTE my time!" As she walked out the door she said that she wouldn't have that white Mercedes without her rich customers.
My fiance was horrified. I was not here when this happened, but I called and got the top managers on the phone to discuss this. I wanted a formal apology and a letter explaining that this person was spoken to about the proper way to treat a customer in their home. I did get a phone call from a top manager, explaining that this salesperson was spoken to and the matter was dealt with. We did not want her to lose her job but wanted the company to know that this was unacceptable. The fact that she said we were wasting her time really got us peeved.
They have since reduced our monthly bill, I would have rather switched to another company, but my fiance wanted to stay put for now.
Recently, I met with two salespeople from ADT (a new recruit and his manager) at my home. The manager did not allow the recruit to say too much, so it was the manager who did the majority of the talking/selling. I was quoted $200.00 for the Essentials Package which included two sensors, a motion detector, and a keypad. Since I already have a previous system in place, I presume that the existing power supply box would be used. Although the manager kept urging me to sign on the spot, I politely refused and informed him that I wanted to research the offer before I made a decision.
That evening, I visited the ADT website and discovered that the exact package was being offered for $99.00. I called the ADT number and several customer service reps confirmed the offer. When I asked if I would be eligible to receive the $99.00 rate, they referred me back to the local manager and sales recruit.
To my surprise, the two salespeople refused to match the internet price and claimed that they were unaware of the $99.00 offer. When I suggested that they visit the ADT website to confirm the advertised $99.00 offer, there was absolutely no cooperation. Instead, the young sales recruit shouted at me to stay with my present home security company if I felt so strongly about the $99.00 offer!
Location: Brooklyn, NY
I was told several times by the salesperson if we moved we would be able to get out of our contract. After over a year and a half of service we needed to move for work purposes to a new state and they sent us a bill for $572.55.
When I called to complain and tell them about their sales person's miss information, they told me I should've read my contract more closely. Being that they are a security company and they were in charge of keeping my home and family safe I took the liberty of assuming their sales people were trained to be honest about their product offering and their companies services.
I was told if I sign up for new service in my home with a new contract for three years they would avoid these fees but clearly do not want to do business with the company as dishonest as ADT.
Starting to look into possible class-action suit against them via social networking for others who have experienced this robbery of funds for mystical services.
Location: Iowa
I've been a customer of ADT since 1995. And the service used to be good. Now, I would never recommend ADT to anyone! Stay clear of this company, your house could be burning down and they would put you on hold and an hour later tell you that they could maybe answer your questions the next day or soon after. ADT has the worst customer service I've ever experienced, and that's saying something. The fire alarm was going off in my house for over an hour while I was on hold and treated very rudely by the support teams. One lady told me it was hard for her to hear me and told me very rudely to go outside since it was kind of hard for her to hear. I live in Iowa, it's freezing, literally. After being hung up on numerous time, being put on hold for who knows how long, and being told that maybe I should try calling back tomorrow during normal working hours, I was beyond frustrated. They only started listening after I threatened to call my lawyer, then they suddenly became more amicable. I don't pay that much to be ignored while my house has alarms blaring so loud that I still have tinnitus. Once again, worst service, I'm currently looking to replace them.
Location: Dickinson, Texas
My house burned down. However I am complaining that even though my house did not exist anymore ADT still was charging a monthly fee until the end of the contract. They were very rigid and did not work with me to resolve this issue. Once I move into a new house I will not use ADT. Beware of signing contracts and ask questions about the company policies if you move or a tragedy happens to your house.
ADT and Protect Your Home sucks! I would not recommend either of these companies to anyone. The have the rudest customers service representatives. My husband and I have been hung up on twice because we have a system that has been going off for the last 5 nights with a troubled zone. They do not want to service the system because they know we want this system out of our house. The agents have little training on how to treat a customer I'm beyond upset. Check with other companies who will give you better customer service because it worth it Why pay $2,200 for a system that is junk and has the worse customer service available.
When I sold my business in 2007, ADT hit me with five hundred dollars in fees when I canceled the service. I will never use ADT again.
ADT Customer services here in orange county sucks. I work with special needs gentlemen that live in a home that has ADT. We've had our smoke alarm of the system go off. It now reads that it needs service. I tried contacting them. They will service it ten days from today. I requested emergency services since these are special needs people. I was told I needed to speak to a supervisor to get someone out sooner, so I would be on hold for 2-3 min. It was longer than that, with the rep explaining there was no supervisor available to speak with me. He took my number saying one would get back to me within an hour. I'm starting on my third hour with no response. Brinks was our original provider and they were outstanding. This company has NO CUSTOMER SERVICE.
I don't understand the reasoning behind your request for "unbiased" reviews from real ADT customers. There are already plenty of reviews of ADT scattered about this site and elsewhere. Any more reviews will only produce the same results as those which you've already seen and read (both good and bad).
Good reviews need no further discussion. Bad reviews are actually very useful. It's important to read, understand and learn from other people's experiences.
For example, I've read several "bad reviews of ADT" complain how alarm equipment (such as a smoke detector or a sump pump overflow sensor) failed to perform in an actual emergency. Is this installer error or equipment failure?
The lesson to be learned from these "bad reviews" is to test your alarm equipment on a regular basis. Electronic components of alarm systems can fail at any given moment, yet most consumers expect the security system to continue working perfectly 5 years later without once having tested it after the installer left.
What exactly are you trying to discover or learn about ADT? If you write back with some specific questions, perhaps someone can help you.
I have worked for ADT now for the past 2 years. I have been employed as an emergency dispatch operator and customer representative. ADT equipment is not reliable nor is ADT concerned with the impact a failing system has on their customers. They rarely meet the needs of customers with technical services and technicians. Employees for ADT hate their jobs and I’m tired of staff complaining, so I quit. When the system is installed, customers are not being entirely informed of what services they are buying.
I just encountered a service provider dispatched by ADT that seemed to be angry with me or to dislike his position. The young man was so disenchanting, that I refused to allow him to perform the service.
Water sensor at Sump pump failed to activate and thus water is in the basement.
I insisted that a tech come out today and they told me two weeks. If I wanted someone today it is $375, after arguing for a while they are sending a tech but he will only verify sensor failure. I would like them to be on the hook for the cleanup bill. What should I do?
Regards, Chris
Helpful article with lots of details but I would love to hear from some real ADT customers on their experiences. It seems to be so all over the map – some good, some great and some horrible. So I need to know the true pros and cons from real customers. Anyone out there who can help?
As a current employee for ADT, I advise strongly against purchasing their services. I feel horrible for customers whose systems don't function properly. Quality assessment of ADT equipment is done so that, for example, you have a large bag of 50 sensors. They check the quality of only 2 or 3. The rest could be duds, that is not acceptable. Again, I advise against going with ADT.