ADT Reviews

I've always had very good experience with the techs or the agents that I spoke with. I have cellular failure issues with it that I called about one time, because it just beeps. ADT checked the system. Everything worked. So, I just live with the beep. It's okay. It works. I set it at night when I go to bed. I was gone in the summertime, and I turned my air conditioning off. But I love that a week before I was planning to come home, I could turn it on gradually. So, I didn't turn it on the day that I came home and had to drop it 20 degrees. I like being able to arm and disarm my system remotely.

I've had a couple of issues with it going off, and it shouldn't have but things happened. When I first got it, I tried to sneak out at the house in the morning before I fed my cats. I tried to sneak out to get a walk in. I did my walk, I came home, and there's a police car sitting in my neighborhood. I walked past and said, “Huh. Did I disarm that system? Probably not.” It happened another time when I went out to feed the cats in the morning. It was a couple years later. I was out in my yard and I heard the alarm going off. I ran like Usain Bolt trying to turn it off.

I called back and the woman said, "I'm with ADT. Your alarm went off.” I said, “Everything is fine. You don't need to call the police.” But she said, "We already have. I'll see if I can get them to cancel the call.” She was very pleasant. She made sure that I was okay.

I'm happy with the system. However, the billing needs improvement. Maybe they were so excited about whatever they're doing to the website. But I would like to have known ahead of time that I would be charged a bit more money. Two times in the years that I've been with them, they've raised my rate but have not notified me ahead of time. The first time it happened, I called. It was only $5, but I called. I said I didn't know it was going up. So, they dropped the $5 off. This last time, they had sent me several notices about the changes they were making to the MyADT website. I don't know what they were doing. I got my credit card bill, and my monthly fee had gone up $10. All they told me about was improvements to the website. I did the chat bot thing, and they dropped the $10 off. I said, "I don't like paying more for stuff, but I don't mind doing it if I know I'm gonna have to."

The thing is says, “We usually like to give our customers 30 days notice that it's gonna happen.” But I got no 30 days notice. I'm used to getting an email that tells me, "Your bill is ready to be charged, and it's gonna be this much money." A week and a half later, they charged it to my card. It tells me my bill is ready to be submitted a week and a half before. And it goes to my credit card. If they had done that this time, I would have said, "Crap. It's going up $10. Oh, well.” But they didn't notify me, and they've done that twice. I know that things go up. I know that things cost more.

The performance is amazing. Sometimes, I'm in the kitchen and I'm cooking, and it's not a fire. It's just smoke. The fact ADT calls me to make sure that we're okay first. Every time they call me, they reach out to my emergency contact as well. It's simultaneously, which is top tier for me. Because if I passed out, my emergency people will call me and say, "What's going on with you?” If they don't get me, they know to call ADT back and tell them to send someone to my home. That's above and beyond for me.

ADT makes me feel very safe. Long before they allowed people to conceal and carry, we had ADT as the police between police, and that is great. I believe that the people on my block and myself who have ADT have had less people try to vandalize our properties, even if we leave our garages open. I've left my garage open many times, but they see that I'm covered by ADT, so they assume that I have a camera. They assume that even though the garage is up, ADT is going to alert me, and they might end up getting locked in my garage. ADT is definitely the police in between the police. And it does put a little fear in criminals’ hearts.

I just recently changed over my system, and ADT has partnered with my insurance company. That is the smartest thing that any security system could do. You can get a contract for three years and they give you a discount because you're going the extra mile to take care of your home and that is very appreciated as a homeowner.

At one point, I fought with them every day. Some neighborhoods are overlooked. One of the techs came, and he started asking questions and found out a couple of things about me. People don't take pride in their homes. A lot of people feel bad because of the property tax, where you can't afford the minimum for the house. But that's not everybody's situation. The tech just gave me a bit of information. I had to fight with ADT a bit to get that for my home. As a loyal customer and someone who has been around for a long time, technical companies that sell phones, security systems, Geek Squad sometimes forget about the people who have been around for forever. And they are catering to people who just started. That's like giving your mistress more than you give your wife. Who does that in the beginning?

You're gonna give the mistress the house and you let the wife be in an apartment? That's not how you do. Technical companies do that a lot. Once they've already got you, they don't want to give you the discounts. You have to fight for the discounts. I understand that they need new business, but this old money. They feed into new money, and it's many systems out here on Amazon and SimpliSafe, and all of these people who don't give the quality service that ADT gives. But people will leave them for the one-time price of this or the one-time price for that. Being a homeowner, I have learned that it is better to be in a contract, and it is better to have a warranty than it is to not have a guarantee.

I've added Google cameras. They just came and changed out one of the cameras 'cause the old one was corroded as I live by the ocean. The Google cameras were a nice addition, although I have Ring cameras that are every bit as good as Google. Also, the Google cameras are not ideal. If I do a hard reset on the modem, which needs to be done once in a while, again, I have to go out on the ladders to do that.

To reboot the Ring cameras is pretty simple but the process to reboot the Google cameras and put a password in is tedious and time consuming. Every time that I have to reboot, like if I get a new modem, I have to go up on a ladder and push a button on the cameras. The gentleman that installed them for ADT took the little barcode that you scan with the camera. He didn't leave it for me, and that was horrible. Now I have to go up and the numbers that I need off the cameras to do it are really small. I have to use a magnifying glass to read them, and I'm on a ladder and a 69-year old with a hip implant.

Another thing that I don't like about ADT at this point is the maintenance contract that I got in 2011 is supposed to replace any parts and include labor. At first, they did that for years, but they unilaterally one sided decided to change that contract and that's unethical and immoral. I had to pay $59, which was a bargain, for the camera that I had replaced because they did recognize I had that contract. Now, I have to replace my own battery. Before, I could call, and a technician would come out and replace the battery to the alarm system. They did that multiple times. But they also decided they didn't have to do it any longer. They got cheap.

Over the years, they've made it harder to get ahold of someone to get help. An example of that is after the new camera was installed, I needed a little bit more help over the phone. But they're going to an AI system that was absolutely not even close to being ready to roll out, and it beat me to death trying to get to a technician. They can do all the advertising in the world, on TV, but if they got an AI system that beats you to death when you need help, they'll lose more customers over that than they will anything. It would draw out a call that should have taken 10 minutes into an hour, and that's not exaggeration. It's giving them a black eye that I don't think they have the vaguest idea, because the people that are making these decisions are not the people on the front line. It's their executive management.

Outside of those, I'm pretty satisfied. In general, the system works very well. The skill level of the ladies over the phone was off the charts, and so was the young gentleman that came to my house last time. They were patient and professional. They got the right answer the first time, not having to call back a second time. For the market value, I could get comparable equipment with comparable service from other companies for less money. Compared to other companies, ADT is the highest in the industry. But their equipment is giving me a service that I need.

When the alarm signals did go off, it was monitored, things worked as they should. If there was a fire alarm, the fire truck would show up. The police never showed up, because we'd always get a call. We answer the phone, we provide a code to prove it’s us, and it worked exactly as we'd expect it to work. This year, 2026, we completely updated the alarm system. So, we went from 27-year-old technology to state-of-the-art stuff. We got push button to touch pads, no cameras to five video cameras, and wired contacts that occasionally deteriorate or corrode to wireless. It was control on a phone app versus limited control on a keypad. We have all the controls on the phone. We lock and unlock from our phone, but we don't unlock and unlock the door. It's important to us because we have big dogs. So, we have to balance out, keeping them in mind when putting a system in. There has to be flexibility for home dogs in our home.

If I was going to put another alarm system in, knowing what I know now, I'd go with ADT, and I would recommend them to relatives and friends. There are people that do the home install themselves. One of the top brand names of alarm systems is ADT. If you want it to work and you want it done right with minimum hassle, you call ADT to come in. Customer service has been fine.

As far as monitoring fees, they're not budget. They're not the low-cost provider, but they are good value for money. The cost didn't affect us because we were getting what we wanted, even though it probably cost a little more than other monitoring services. In terms of the new install, it was expensive. It was 15,000 bucks for an all singing, all dancing system with five cameras and recorders.

We have no issues at all with them. The install team and the sales guy were first rate. We haven't had any problems since the system was installed. The cameras went in complicated but perfect. There was a couple of sloppy things, but they came out as soon as I found them and gave them a call. They were back within a couple of days and made it right immediately. You can't expect perfection, but if they fix it immediately, that's real good.

One time, somebody jarred the back window and the alarm went off. I could hear him over by the garage. ADT called immediately and assessed the situation in 10 seconds. It was very quick. They called the police, and they were here within a couple of minutes. So, it was a very fast response. The police didn't see any footprints and they thought raccoons were just prying around the window, or when the light came on, it scared them, and they jumped and hit the window. It was a good outcome and the response was great. So, I was extremely pleased because I happened to be here by myself.

We started with just the door locks and then we added a camera to one of our homes in the front. There are doors in the back and we added motion cameras to the side in the back, too. We added another camera at the other house and did the same thing with our Airbnb. We had the door lock put over there and cameras on the outside of it. The door locks are great, especially when I'm coming home at night or after dark. I can stay in my car, where it's secure, and I can unlock my door, get out and go in. I don't have to fumble with keys or try to see the buttons to push. I can just do it from my phone.

Terminix goes to our second home to spray and we can unlock the door and watch our motion detectors and see where the tech is going. Then we have cameras out back from ADT that let us watch him. We've had Terminix for a long time and we know that guy pretty much, and we never have to worry about our house. But he'll call and say he’s done. We can see him on the camera and he would say we can lock the door. So, we just lock the door and set the alarm again. ADT’s system works out well because our second home is in a different state. It's extremely convenient. So, we're happy with ADT. The products are a little pricey, but you have to factor in that you're buying it once, and then it's there and it's monitored. We've never had to have the door locks and all the cameras repaired. And the techs helped me walk through changing batteries in the door locks.

In April 2026, a technician visited. It was found that, despite payment, the equipment had not been installed, and the required parts or services were now unavailable. The proposed solution was for me to spend $1500 to install smoke detectors so my system would function, which confused me. Two separate inquiries later confirmed my concerns. Based on that representation, I repeatedly reached out to ADT. I audited my account and determined that I have been paying for this monitoring the entire time since 2023. I reached out to ADT repeatedly after 3 broken promises and a supervisor promised to call me back, but it never happened.

Today, 1 actually called me. I was ultimately transferred to account management. 1 hr 30 min later Account management acknowledged the issues and offered an upgrade. I insisted that the question of charges for services I did not receive, starting in 2023, be resolved first. They indicated that ADT could not refund the fraudulently billed amount, then attempted to upsell me. When I insisted this was illegal, the representative told me to listen and began yelling. I have 38 hours documented detailing these unresolved concerns and illegal activity with ADT.

All of the above is well documented and confirmed by multiple phone calls. DO NOT USE THIS COMPANY. COMPETENT CUSTOMER SERVICE IS NON-EXISTENT. What kind of company tells you they cannot refund the money they acknowledged they stole from you?

Tech guy Emmanuel shows up @ 8:10am, he attempted to switch out old panel with new. By 10:30 Emmanuel called for back up Keshyna and he showed. Emmanuel didn't even have the right products on the truck to do the job properly. Keshyna had to leave which took 1.5 hours to go the products. I also asked about key fobs. Oh that's going to be $100. I said no when I got the first system 8 years ago ADT gave to us no charge. Call your supervisor and see what he says.

I then go and call the 1800 number and talked to Ron in account management explaining the situation and to find out my cameras I have aren't compatible with new systems. No one from ADT told me this when upgrading my system. ADT dropped the ball big time Ron said. He needed to make new work order and "I'm going to give the fob keys to you at no charge and refund the money." Ron also talked to Will Jon ** supervisor, saying, "We have to make this right, we dropped the ball and we don't want to lose them to a competitor." Will agreed to that, but asked about the cameras, we are not giving those for free. Ron said no. Now 11:30pm Keshyna was suppose to have all the product needed to complete the product. They continue to work. The panel is still not hooked up, you have 2 techs trying to figure it out. Now 12:45, Keshyna call his Supervisor. Will also asked them if they were finished with the job and he said no.

1pm now still trying to figure out panel. I asked very politely, how much longer is this going to take. Keshyna responded by oh we going to have to come back another day and finish. I said, "You have been here since 810 am and it's now 1pm and nothing is completed. You will finish the job. Business hours aren't over till 5pm." Keshyna then respond he doesn't have the product. I said, "Do you really need 2 people here. Emmanuel is watching you work. One goes gets the products and come back." Keshyna replied, "Let us work do our job." I said, "We have been letting you work since 8:10 am it's 1pm now."

I call back the 1 800 number and talked to account management Damitra, explained everything and she had to call my husband (I had to go to work) and handed the phone to them telling both techs that they need to finish the job and go get the product needed. We don't want her to leave a bad review. Of course Keshyna denied saying that he wasn't going to finish job today. Time goes by Keshyna left to go get the rest of the product. Took another 1.5 hours. Got back at 3:30pm. Still hooking the panel and testing the sensors/ fire alarm. Finally hooks up both cameras. They leave at 5pm. A 9 hour job with 2 guys who didn't know what they were doing.

Had to call back in the morning and talked to Ben and then the supervisor Adrian hey charged me for the key fobs didn't refund the $105 and charge $23 plus the $142. Was on the phone with ADT for over 1.5 hours. That got resolved for now, we will see when my July bill comes. I go outside to look at the camera ( see attached) it's ghetto rigged. Wires all hanging see the electrical wires. Obviously it wasn't done properly. Emmanuel hooked this up. My camera before no wires showing nice and neat. Just by looking at other outside cameras there are no wires in site. Very unprofessional job. Emmanuel clearly doesn't know what he's doing. Will also canceled 2 other jobs that Emmanuel had for the next day. Obviously there's a problem.

So for the 5th time in less then 24 hours I've called ADT. I talked to Danna and asked if she could put in the notes to send out a more experienced tech guy. I must wait a week now. A whole day wasted, glad my husband was off as well. Techs on phone couldn't solve the problem with wifi. I got sent techs that didn't know how to do a job. Took 9 hours on top of that. Getting charged for items that said I wasn't going to. Not getting refund the money I was supposed to and a charge that was out of no we're.

Unfortunately I'm stuck with a contract with you guys til 2029. I will never recommend your services to friends and family and will go with a different provider after the contract is up even if I've been with ADT for over 14 years. Hopefully this doesn't happen to other families/business. Please don't hire techs who don't know what there doing.

I have recordings of multiple conversations with multiple ADT employees telling me that they’re refunding my money within 7 to 10 days. Well today after multiple complaints the money is not in my account and like I said I have multiple recordings of them telling me I’m going to give you back your money and they have not as of today so if I was you and I was considering ADT, I would watch my bank account carefully or maybe have a separate one altogether for them because I don’t trust them. I hope this helps you make the right decision for you. If they decide to do the right thing and return my money I will be very happy to update.