ADT Reviews

Over the years, one thing that has really stood out to me is their outstanding customer service. The service team is incredibly patient, especially since technology can be challenging at times, particularly for those of us who aren't as young as we used to be. Whenever there were tiny hiccups with the system, they were quick to guide me through troubleshooting steps, which I've found immensely helpful.

Another aspect I've been impressed with is how prompt ADT has been in preventing false alarms. Given our knack for ensuring all security lights read green on the panel before opening doors, we've had minimal issues. Even though our electricity can be somewhat unpredictable at times, resulting in minor interruptions, their customer service has always been a reliable source of help, guiding us through necessary reboots.

ADT has progressively helped me update our old systems. I remember at one point, when a service technician couldn’t believe the outdated model I had, the company immediately set out to replace every sensor and control box to get us back on track. Nonetheless, I wish the exterior cameras had a more seamless integration with their system without relying on a third party like Google Nest, mainly because systems with fewer intermediaries run more efficiently.

As far as new technology is concerned, I'm fairly satisfied, although I haven't committed to exterior cameras yet for the previously mentioned reason. Our use of iPhone and other Apple devices has easily tied in with their services, making the user experience smooth across all our gadgets.

I've been an advocate for ADT for quite a while and a couple of my neighbors have added it, largely due to the excellent and varied services on offer. While I do find ADT’s value solid, the pricing, while not cheap, still manages to make it worth the expense. And when it comes to their online services, once I got the hang of it, it worked remarkably well for my needs, earning them my thumbs up without hesitation.

All in all, my long-standing relationship with ADT has been fantastic, and I give their services high marks for keeping us secure and satisfied all these years.

When I call ADT, I usually get a one-minute wait time, and then I speak to a representative. Their attitude is very acceptable because they wanna take care of my concerns. But you need customer care services. Like this morning, the representative's concern was, “Well, how many smartphones do you have? How many smart TVs do you have?” So I told her, “Ma'am, there's nothing wrong with the cameras. It's that in your system, the clips is set up so when I hit the clips, I could see all the activities that's been going on, especially if my phone pops up and says, “Okay, Charles, there's activity."” I hit the clips and it can show who's coming and who's going.

But that system doesn't work. For some reason or other, it's frozen. The rep's attitude was, “Listen. I'll get you a tech and he’ll be calling you between 1:00 and 3:00.” I asked her, “Why? Can't you send me a new signal?” She said, “Okay. I'll send you a new signal.” Then three seconds later, she said, “Okay. I just sent you a new signal.” So I went back into the app and I told her, “But nothing has changed.” She thought I was a one-day dingbat. She said, “Well, I’ll have the tech call you between 1:00 and 1:30.” I said, “Okay. Thank you very much, ma'am. Have a nice day.” So you got those that have a caring attitude, and you got those that have a non-caring attitude. Overall, ADT is a good company. They do their best to satisfy their customers, but it depends on the representative that the person speaks to.

I like the app on the phone. The phone app is fine, and so is the system itself, because I can go to the panel and I can see and read it. I can also understand it. If any activity is going around the house, the app sends me a signal and it pops up, and then I can go directly to my cameras and I can see what's going on. If I see something that's inappropriate, I can contact ADT and let them know or I can call the police. They can immediately come to the house, and at the same time I can notify ADT.

The only thing I’m disappointed with is I cannot get transferred from ADT to ADT+, which I had to pay for this month for the ADT, is I can't transfer it to the Plus until I hook the other system up. Who knows when it's gonna get in the mail? Mail is behind right now. Come to find out I'm paying for a service that I don't have because I no longer have a monitor. I needed to update my 20-year old monitor system because mine had a surge and it no longer is good, but ADT doesn't carry that one, so they couldn't get parts for it. In order to get an upgrade for my home, I had to go through the do-it-yourself program, which is called ADT+, because I'm in a no-sales zone. I also asked, “Did they not reach out to you when you became a no-sales zone?” I said, “No. They did not reach out to me.” I pay monthly. I pay extra sometimes. They said that when my alarm system comes in the mail and I hook it all up, it's covered with a virtual rep or on the phone.

One person came out and reactivated it in this house and checked it out. The second person came out and fixed something. Now, it's, “I guess I'm a no-sales because the only city that can service me is Little Rock, Arkansas.” ADT did awesome with calling us if our alarm went off. I have to replace the smoke detector for the new system because these are old. ADT said, “You need to replace them every five years.” They reach out. That's why I kept them. If we don't answer, they will dispatch the fire department or the sheriff over here. That's 100% promise right there. They called us several times. ADT just needs to do their communication better.

Initially, the rising monthly costs were a concern, especially before retirement. The fees kept increasing until around 3-4 years ago, when, upon my complaint, they capped my payments. Now, as a senior on a fixed income, financial predictability is crucial. My only warning to others would be to watch out for the increasing costs over the years, although ADT has been accommodating recently.

Regarding the equipment, I've mostly had a positive experience. In my current home and previously, I opted for more sensors and detectors than typical, spending over $1000 to get the setup I wanted. The quality and efficiency of their equipment have been excellent, with sensors lasting years before needing battery replacements.

However, ADT's customer service has somewhat declined over the years. One day, the alarm in the garage door went off. According to the code I received, that's where the breach occurred. I left work and went home because I didn't know what was going on. I found out the system wasn't working as it should have. It should have sent a low battery signal to the control panel but it didn't do that. It went right to being breached. I called the police and at that time, ADT came out and replaced the battery on that particular garage door. But now, they don't do that. A year ago, I had to replace the battery backup. It’s a weird-looking battery and you can only purchase it from certain places or from ADT, which I did. They shipped to me but I had to install it myself.

I'm still happy with ADT. It makes me sleep better at night. You'll never read about anybody coming into my home and me waking up with somebody standing over my bed because I'll get forewarned long before that. ADT always follows up when my alarm goes off accidentally. But while I appreciate their reliability, this lack of personal service is a downside.

Finally, I wish ADT would provide a new manual or booklet for the control panel, as keeping track of all functions is challenging without it. Despite these issues, I would still recommend ADT due to their reliability, but would advise others to keep a close eye on costs and prepare to handle some support tasks themselves.

They told me the wall mount that I had was the best that was out at the time. About a year later, they called me back and told me that I needed to go with the other one. They didn't try to fix the one that I had. I had to go with a larger one this time. I didn't see not much difference in it but I had to pay $100, which was a big difference. The price that I started out with was good, but it went up.

I was having all kinds of trouble with my system. I was having trouble with the clearness of the camera and with it not taking pictures at night. I was also having trouble where I had to reboot it. I've had several false alarms but they did not contact me. They contacted my son instead of me. For the doorbell monitor, I needed the whole thing but they told me that they didn't have anybody to come out. They would send it to me and I could put it on. But I'm not qualified to put it on. Also, they only sent the bracket. They didn't send the doorbell Ring itself. I kept calling them back and they finally sent me the doorbell Ring. Now, I ended up with the bracket and the doorbell Ring. In fact, I got an extra bracket and a doorbell Ring to go with it.

They didn't explain it to me about the charging process for the doorbell. I thought I could charge it up with the computer, but they finally told me I could charge it up with my wall socket. They also didn't tell me that periodically, I have to charge it. Their customer service is very bad. I kept calling ADT about different problems I was having, but they kept referring me to different people who were telling me they didn't handle my issue. They should've referred me to the right people from the beginning. I monitor the system with the phone and with the computer. But when I asked them about a monitor, they wouldn't talk to me about it. They kept talking around it but I know there are monitors because I've seen people that got ADT that got monitors. But right now, everything is working perfectly.

Third party woman came the minute we moved into the house. I was busy doing something else and they took advantage of my sister. It was completely mentally disabled not knowing what she was doing. She handed them the wrong bank card and they have been charging my account for the last 10 months instead of her account. She has been in the VA hospital for the last two months and they're still charging her even though I have explained it and I sent a letter explaining she has a 100% PT rating disability due to active service. Not one response but they do call up to ask for their money.

The next day at 5p I received a call back from ADT stating that I requested a call back. I said no, I suppose to be meeting with a technician! They then told me they could schedule one to come out, however it will be next week and the fee is 80 dollars! I then spoke to a supervisor, told the supervisor the situation and what I was told. The supervisor said, "I will have the call pulled and have another supervisor call back in 24-48 hrs." 48 hrs passed, no call. I called back, complained about no call back, rep said she will have the call pulled. Stayed on for an hr, rep played the middle person and said the call was pulled by Zack.

I asked to speak to Zack, he got on the phone as if he didn't hear the call, not knowing the last rep told me he pulled the call. Started saying that he will have the call pulled and listen to see what's going on. I said, "Zach, did you not just listen to the call????" He paused and said, "Uhhh.... Yes.... Yes I did." Then I asked, "Did you not hear the lady say she will have a technician come out to see what's going on???" He said, "Uhhh... I'm not sure if I heard that part, you may be hearing different. I will have the rep's supervisor listen as well to make sure I'm not hearing different." A bunch of lies and bull crap!!! Funny how I inquire on service and get installation THE SAME DAY but gotta wait a week to get a technician out!!! ADT suck!!!!