ADT Reviews

I had a different provider when I was living in New York and I tried to transfer it over here. But they gave me the most difficult time and were very unreliable. My sister has had ADT for a while and told me to go with them. And I did. They were here the very next day and put up the equipment. It’s going to be almost a year now since I went with them. I have had to call ADT and they've been excellent. They've been very professional and kind, and I appreciate the service that I've been provided with. I was getting new windows put in and I needed the alarm that was on the window changed. It is very simple but the windows are different from what they were before. I have to give Endurance a call so they can have a technician come in and get it done the proper way.

​I am writing to formally submit feedback regarding a recent customer service experience that began with severe frustration but ended in an exceptional outcome, entirely due to the efforts of Account Manager Sharon H. ​I recently noticed an unexpected repair charge on my bank account for an ADT service visit. Not only was this charge applied without prior notice, but the cost of the replacement equipment was also noticeably higher than standard market value. As a loyal customer of over six years with multiple active accounts, I was extremely disappointed.

I'm living alone right now, so I thought it was the right time to get a security system. ADT was recommended by a friend of mine and her husband who have ADT. They've had it for a couple of years now. The original person that installed everything was absolutely wonderful. He was here for quite a while. I had many windows that had to be taken care of and that took quite a while. He did a fine job. There was no mess. He explained everything to me. I knew exactly what was going to happen and how to operate the system. I am an older person and he made it very easy for me to understand. The whole system is easy.

We got the security system from ADT when we moved to this house and it’s been at least 20 years. When I was having problems with my front door camera bell and it wasn't working properly, I called ADT. Although they tried to have me troubleshoot it, I'm not the most tech-savvy person, so I asked them to send somebody out. They said I might incur a charge, and I said it's either incur a charge or the system stops working. It turned out that they didn't charge me. The representative was very nice, on time, friendly, courteous, and explained everything he was doing and why he was doing it. I've accidentally tripped the alarm a couple of times, and ADT called me right away to verify my identity. We turned off the alarm and life was good.

I'm very happy with ADT. They have been very good. The initial guy that I talked to said he thought he would be able to use most of the stuff that Optimum had in my house. The guys who came out said it was all obsolete and couldn't use any of it. That was thousands of dollars more than I expected. It was an upsell. At the end of the day, I agreed to it. We bought it. Also, ADT assumed that I would do monthly payments but I never said that. We had a lot of trouble getting them to stop trying to get me to sign a contract that was incorrect. Finally, I got some senior people involved and they got it fixed. We now just pay ADT for monitoring because we paid cash for all the installation and equipment. But I like the products they have and the monitoring.

The service is horrible. Had a new system installed by ADT and it didn’t work and they wanted me to pay for all service calls no matter what the problem, even if equipment or installation are at fault. Can’t recommend ADT for this reason. But they are a good watchdog.

Worst customer service I have ever received. They moved me from ADT Legacy to ADT+ and then charged me $895.92 for a cancelation fee. They agreed to refund me the fee as it never should have been charged, but it could take up to 3 work days. They don't care if you have over draft fees, late fees or anything else. I was on the call for 3 hours and 59 minutes before this was resolved and I spoke to 10 different people. Absolutely horrible, horrible, horrible customer service. I highly recommend that no one ever uses ADT.

Was told on the phone when I made the initial appointment that ADT owns all the equipment and I wouldn't be charged for it. The tech came out and I was charged $293 for equipment (found out later when I called that the $293 is only one of 2 MORE payments in that amount total $829 of that for the equipment) Also, the tech told me they don't do wall mount panels anymore and I had to have a desktop one and was charged $50. I found out this isn't true and they DO wall mounts if I prefer and there's no $50 charge for it.

Before choosing ADT, I researched different companies. ADT came out on top among the five home security services, including Ring. I called ADT's toll-free number. They transferred me to an ADT subcontractor based in North Caroline. I made the appointment. The installer came and installed only one of the two cameras in July of 2026. He was supposed to come back with the "right equipment". I waited two weeks and texted him. He assured me he was coming back. I waited, but he didn't come. I called ADT, filed a complaint, and they agreed I shouldn't pay for a half-done job. ADT referred me to the subcontractors in North Carolina. Each time I called I was told I was "under the three months warranty", so there will no charge. Each call, I was promised a resolution. Finally, I decided to stop auto payments, and that's when I received the resolution I've been asking for.

I have tried for two days to order a replacement door sensor. After you go through the robots that don’t understand what you are asking for, then you are transferred to India but they tried? Then you are put to an agent and they cut you off. Next day the same but this time you wait on the phone while they put you through to a credit card processing. I give up and will go without!!!

Between various businesses and private residents I have been a customer of ADT for at least 30-35 years and at times with overlapping accounts. In general I would state that my experience with them has been positive. However, in the last couple years I have had nothing, but problems from their failed solar attempt that left me paying hundreds more every month in the false trust of their name and brand to failures to call on issues for sometimes 8 to 12 hours it has been a mess.

Go to Home Depot and get your own. False advertising. I was told that the person that referred me was to get a $200.00 Visa card & I would get $100.00. Friend Referral Program. Now after a month, they have declined it. Here again, these multimillion dollar CEOs need it worse.

WARNING — DO NOT USE ADT. An employee forged my signature, and more than six months later, I am STILL being charged every month. I filed a police report and completed ADT’s fraud package back in May. That package somehow “never arrived,” even though USPS tracking showed it was delivered and signed for by a live person. Three weeks ago, I had to start the entire process over again. I completed another fraud package and made sure someone signed for it when it was delivered to Colorado. Yet here I am today, still fighting the same issue and going in circles.

So disappointed in ADT. They had a 3td party authorized dealer come out and we went over everything that we wanted and the guy assured us that it was all included and ready to go and he left. Well come to find out none of the things we wanted were done! We have no monitoring, no carbon monitors, our windows/doors do not chime, and we have self monitoring only! We also do not know how to use our system monitor..so we had adt come out to help us figure it out and guess what..they didnt know how to use it either but they sure charged for their service fee! So we can't even set our home alarm.

I've been an alarm customer for over 25 yrs. I started as a Protection One customer, then ADT bought them. Protection One was always a 5-star company with great customer service. Over the last two years, as sensors fail or other systems fail, ADT takes 4-6 weeks to schedule service appointments, then their techs show up unprepared and with no new sensors or replacement systems. Saying they had to confirm the problem then order parts, making the repair wait even longer. How is my home secure with no working sensors and failing systems?

Travis was super nice. I told him what I needed and within an hour it was signed. Install is scheduled this upcoming week!

My experience with ADT from beginning to end is positive especially for installation, Initial consultation with a sale representative wasn't great, he promised device free and installation free and willing to throw in a few additional devices during the sales pitch, when the contract is written, it had a very high upfront cost and monthly charge, a few phone calls to request cancellation, finally a manager picked up and she was willing to negotiate with me and got me a good discount on device and lowering monthly plan.

Stay away from ADT, I been dealing with this company for years always headache, this year I had enough. I open up a business in April 2026, I contact them for service, they sent one of their agent to installed the service it took them 2 weeks because their guy keep on coming late, that was my warning signs. Then finally they installed my service, within 2 weeks low battery signals notifications, I call them, they said they can diagnosed it online. Then within 30 days my alarm went crazy bipping saying power failure while I have power at my business the whole time, then call them back.

Worst company ever in America. GREEDY! Tell lies to their customers. Zero reputation. Bad customer service. NEVER USE THEIR SERVICE ANYMORE and NEVER RECOMMEND TO ANYONE. ADT don't care about their customers. ONLY ABOUT MONEY!

⭐️ My experience with ADT was very disappointing. I want to share my experience so other people can take it into consideration before choosing this service. During the installation of ADT, the technician cut an electrical cable on my property. When I informed him about what happened, he told me that he had not done anything wrong. As a result, I had to take care of getting the cable repaired myself. After that, I decided to cancel the service, and my experience with Customer Service was even worse. I was transferred several times from one department to another. Every person asked me the same questions again, and then told me that they were not the department responsible for handling the cancellation. On several occasions, I was left on hold for more than 10 minutes.

ADT used to be good; now it's just a money grab. Hard to cancel; then, once canceled, they will find every way to continue to bill you through the last day. I wish there were better things to say.

I have been a loyal customer for 5 years. First, the original installer who showed up to install the system failed to bring a ladder, so the cameras had to be installed lower than I preferred. Second, I called customer service recently and either you get somebody that you can't understand or somebody that seems to have been dropped in to the position without training. Third, the battery in my panel had to be replaced after 5 years so I called ADT to order a replacement battery. The battery that was delivered was the wrong one so I had to reorder it. The second battery that was delivered was wrong as well. I researched the battery and you can buy it off Amazon. Not only did Amazon ship the correct battery, it was cheaper as well. If I had it to do all over again ADT would NOT be the company I would call.

After 30 years of being a customer with ADT, about a year ago I called them to update my system. There was an issue with setting the Alarm to away; it would go off. After the service call, the same issue occurred again. So, we continued to set the alarm on stay when we were all out. About 5 months ago, the screen at the main entrance went blank. By this time, we were in the process of selling my home, so we let it go. August 17th, I disconnected my internet service and called ADT to stop the service at that time, they try to offer me a discount to keep the service. I told them I don't need it. The agent closed the account. On 8/26/26, I received the following message:

Every once in a while, it says the battery in my ADT is low, but I didn't know how to get in touch with ADT to see about getting a battery replaced. It's not working as it used to. I've had it for a long time, and it's because I live by myself. One time, while I was gone, my two kitties were chasing each other and knocked the landline phone off the end table, and it landed on top of the furnace because the furnace’s grate, the covering, was on the floor, and it melted part of the phone. So, the smoke from that triggered the smoke alarm, which triggered the Roanoke, Virginia Fire Department and the Police Department, and they came and found out what was going on. And that was a good thing. The ADT has been a good thing, and I feel safer with it.

My experience has not been one of satisfaction. My two biggest complaints are as follows. When trying to cancel my service, agent told me he could reduce my rate. My rate went from $81 to $32 with a 3-year contract. My question to ADT is: if you were able to lower my cost by such a large amount, why would you be overcharging a customer of 17 years over 100% more than what you should have been charging me in first place.

A one-star review is being generous. After 13 years with ADT, they decided to phase out the Pulse App. In that process, they inexplicably increased my rates. When I called to question the rate hike, I was told the only way I could continue using an app was to "upgrade" my home system to meet their new app capabilities. I told them I was just fine with my current app and system and have had zero problems. Since I had been with them for 13 years, they agreed to lower my bill back to the original price AND to let me keep the Pulse App, but it would take 72 hours to complete. After waiting over 96 hours, I called back and spoke with the "Customer Manager" team (aka, customer retention team).

I was an ADT customer for 10 years. Over those years my monthly rate was raised twice, with no added benefits. Our system stopped working approximately and when I called to report it, I was told they no longer work on our system. They told me an upgrade was my only option. I was quoted an upgrade system for $1000. After explaining I felt that was not appropriate to charge as that’s triple what I paid for the original system. I asked to cancel. After being transferred and disconnected, 1.5 hours later I was told we could cancel for a $560.00 fee. We since have switched to SimpliSafe and I highly recommend switching! Just watch out for ADT’s cancellation policy that they won’t mention until you cancel.

I had this system installed about three months ago. Last month the garage door remote system failed. After a week of telephone calls, they agreed to deduct the charge of that system from my bill and send a technician. That technician came two weeks later and could not repair the problem, Plus, he left the push button controlled disconnected! I received the monthly bill today, they did not make the deduction they said they would. So, I am paying for a system that does not work with no hope in sight! I would not recommend anyone do business with this company!

All of the interactions that I've had with ADT was pretty good. When the pandemic hit, I was unable to pay, and they gave me an extremely good discount. That's the reason I'm still with ADT. I've had an emergency a couple of times, and ADT worked beautifully.

⭐ **1 STAR — TERRIBLE EXPERIENCE WITH ADT. 👎👎👎** I strongly regret choosing ADT. My security system has been **not working properly from April 16 through September 18**, and I have been dealing with this problem for months. Yet I’m still being charged around **$800** for a system that I cannot rely on. What makes this even more frustrating is that I was told about a **6-month money-back warranty**, but ADT is refusing to qualify me for it and keeps giving me different excuses. Once you sign a contract, it feels like they make it extremely difficult to get out, even when the service you’re paying for isn’t working.

My experience with ADT has been beyond disappointing; it has been unacceptable, frustrating, and a complete failure of basic customer service. After a recent update to the MyADT.com website, my account was apparently corrupted and incorrectly linked to another customer’s account information, causing inaccurate billing and preventing me from properly managing my own account. When I contacted ADT for assistance, the issue was handled poorly and made worse. I am now unable to access my correct account details, review my billing information, or pay my bill online because another customer’s information still appears when I log in using my credentials. I have spent weeks trying to get this corrected and have wasted countless hours on the phone, only to receive no meaningful resolution, no ownership, and no clear path forward.

I signed up with ADT thinking they're a reliable security system, and so far my experience has been good. It's a good system to get. I like being able to arm the system from my phone when I'm away. Communicating with ADT has been easy as well. They have an AI system, but everybody has that now. The prices went up, but they worked with me. I called because they said the bill was going up, and the rep was able to reduce the bill. He also gave me a credit.

ADT was more affordable than some of the other ones out there and the tech that came out was awesome. He hooked up stuff and hid wires ‘cause he didn't want them showing. He explained everything to me. I'm a little slow but he was very patient. The system lets you know when there's stuff going on or who's at the door. It's good like that. It sends you the videos too. I also like the little Google screen. You could ask it questions. However, they say the battery on the doorbell cameras lasts a month or two months. They don't. They run out quickly and they take a long time to charge. One time, one lasted two weeks in the backyard. But other than that, I definitely would recommend ADT. Everybody there is nice and I can get somebody right away.

Extremely disappointed with my experience with ADT. I recently changed my Wi-Fi provider and expected something as simple as updating the Wi-Fi network and password in the ADT app to get my cameras back online. Instead, according to ADT's instructions, I had to physically go to each device and reboot/reconnect it—or pay $59 for a technician visit. When they came, we discovered that my front-door camera was broken. Now ADT won't replace the device, even though it is still under warranty.

A few days ago, my wife and I were awakened to a loud bang within the house and the alarm started blasting. We each got out our pistols to protect ourselves while my wife called ADT. We had turned off the alarm and in our stress at 3:30am, we did not look at the area of the house that set off the alarm but we assumed it was a shock sensor. As I searched the house with my pulse racing, my wife was asked by the ADT rep our code word, and then other people in on the plan. Then she was sent a link on our phone that did not work. Then she was asked what we paid on our last bill. The ADT rep said she did not know our alarm had gone off. We could have both been dead!!

Just signed up in 10-25 and the installer was not good. We discussed a water sensor in the basement, and he assured me that he would install one. In June of 2026 we heard a beeping noise in the basement. We could not figure out what it was, so we called ADT and they sent a technician out. We didn't mind paying the $59 service call. The tech stated that the original installer never installed a water sensor even though we were clearly charged for it. We had a water sensor installed and also put another one on the other side of the basement where we had a minor water issue. They charged me the service call and 2 water sensors!

Worst customer service on the planet. I called and scheduled a service visit to address a power outage of my alarm system. They gave me a 4 hour window and said they would email a confirmation - they never sent the email. I called again just prior to the start of the 4 hour window and they said it was on their calendar and they would be there. They never called or showed up. They wasted 4 hours of my time, with not apology, just an offer to reschedule. I had no choice but to reschedule and they said they would send another email to confirm. No email sent, not call to confirm. Really wish I had started with another alarm service. Reviewing my options now.

I’ve had this company for 16 years, although in the beginning it was a good reliable company as years went by, the download app to monitor my home was not working, tech after tech was called and no one could fix it the issues, so here I am away from home and can’t monitor my home on the app. I finally gave up on the dumb app. New! Buyer beware, I moved, called to cancel service and the company is still charging me a fee for a whole month even though I no longer live there. This is a horrible practice, nice way to take peoples money, a man name Daniel told me every customer goes through this , how professional, I do not recommend this ADT company, the billing practices and cancellations are not justifiable they are clearly taking your hard earned money in a disgusting way thieves!

I've been with ADT for about eight years now and the customer service has been okay. I have a service call in process now. The initial contact with ADT was okay until I had to speak with the AI tech. They ended up transferring me to a person, which determined that with the AI instructions, I should not have taken the panel apart. But they still agreed to come out, and the job was unsuccessful, so they have to come back, and it's with a fee that I have to pay. They give you a window of four hours and don't come until the third hour and the 45th minute.

I had ADT for over 10 years. When we moved, we were told by the relocation department that if we entered a new agreement and new system that our previous agreement would be terminated and we would not owe any money from it. We moved, spent 5 k and left our old system in the old home, as ADT stated. We were lied to, as we still have to pay for both systems now. We were never given the option to move the system. Now we are deeper in debt, and ADT just lied to get us to buy another system.