ADT Reviews

ADT has been a very solid company for us. My mom passed away two years ago and I inherited her house. The nice thing is that I feel as secure now that I'm on my own as I did when we were both living in the house. So, I didn't see a need to change. The security system is very easy to use and I love the app. I have it on my phone and can remotely arm and disarm the system. One time, I was at the airport and couldn't remember whether I had turned the alarm on. I checked the app and saw that I hadn't. I was able to set the alarm. It immediately responded and I was free to go without worrying that something would happen to my house. I also use the app all the time when I need to let my dog out and then re-arm the system afterward.

ADT has been wonderful. I don't have worries about being on my own, and I find it so easy to use. I've got brothers who have other alarm systems and we are right in line with what they have. We've recommended ADT to neighbors and friends because I live in what's considered an active adult community and although we are in a gated community, for extra security, we got the alarm system. My neighbor next door, Edie, got it while Jim was still alive, and now that he's passed, she's secure.

There are a couple of other people in the neighborhood that have ADT too. They have their little signs out in the front yard. My hairdresser lives alone and doesn't live in the best part of town. She wasn't ready to get an alarm system, but we wanted her to feel a little more secure, so we gave her one of our extra ADT signs to put in her front yard. She later turned around and ended up getting ADT herself.

Less than a week later, there was another occurrence. We were sitting in the front room when the alarm went off in one of the bedrooms. There was nobody in there. We were all sitting in the front room, so it was strange that it went off in one bedroom and then, later, in another bedroom. One time, an officer said there was smoke in the house, so the fire department came out. But there was no fire. ADT said the monitors’ batteries were both new. It turned out the smoke detector batteries had a malfunction. The guy came out, checked them, and put in new batteries. In one week, it went off in one bedroom, and the following week, it went off in the front room. And they charged me $250 for the batteries.

I hadn't even had the system for more than 30 days and that doesn't make any sense. I told them I was very dissatisfied, and the district manager for the area came out to talk to me. I was working on getting the $250 charge for the battery and he said he would get back with his people. That I should call ADT and tell them everything that transpired and that I talked to him. Within a week, they had taken that off. I called them back and I even called the person who helped me. I told them I appreciated it. But I was at a point where I could live in my house without the system. I told them that security is good in a sense, but God is the ultimate security because He sees all and knows all. That's why I felt hurt by what was going on with the system and they needed to do something to get it corrected.

It finally worked out when I told them about the heater. Sometimes, the heat comes on, and it blows towards the direction of the monitor. It seemed like it would set off the system every time. I made that comment to them and the guy said it made sense. They got everything monitored good and got the units set down to a different level where it wasn’t by the heater.

I’ve been with ADT since August of last year and it was a little frustrating at first because when you get a security system, you expect it to do what it's supposed to do. Then all these little issues started happening, and I was thinking that this isn't a good system if this is what happens. But after all that was said and done, they finally got it right. So, I'm very happy. I recommended ADT to one of my associates at church and she wound up getting it too.

We have an old house and got different things added on for 30 years, but our system works great. I am happy when I hear the Dixie. I had to go see who it is. I had to make sure I got clothes on, and it goes playing Dixie. My grandson has a home here, but what he does is he comes over to check our swimming pool. We've got a guest house and a swimming pool next to our house. So, he's always coming in and out and going that way. The whole back of our house is glass, so I have to really be careful that I'm not dancing to Dixie when the doors are being opened in my house. We probably have the most unique system in the whole world, simply because of the additions we've made on the house and that sort of thing.

We live in a village. It's pretty rural. If there was any reason for us to call, it would probably take 20 or 30 or an hour for someone to get here. We're really isolated. Many years ago, we had someone that actually was trying to come into our house while we were at church. That seemed to be the time that they knew we were gone. We've got a garage door that closes, and everything's push button, and that all takes care of everything. So, they really don't know how many vehicles we got or who's here and who's not. That offers security, too. But somebody tried to break in our house, and we're sitting two blocks away from our big church here.

So, since then, it's really made me more cautious that things can happen. I wear all this all gaudy jewelry, and most of it is fake, but needless to say, it doesn't matter if it is or not. A bank vault would be the answer for a lot of that. We take advantage of that, too. Needless to say, I am thrilled to death with the service that we have with ADT and all these doors we have that keep playing Dixie.

ADT is the best security I have. What I can do is arm the system with the garage door down and get in my car. My husband's usually around, but he does leave home sometime. I can raise the garage door, push a button, and park in my garage. I can get out safely. The light comes on in the garage, and then I get in my house and disarm the system. So, it doesn't matter about all the other doors. I couldn't imagine living without the security we have. I'm so grateful that I know that I have that security. It means a lot to me.

Choice said, "You can't cancel your current contract." I'm not even on contract anymore. "You can't quit ADT at what the price you're paying now and hook up with us a couple of days later and get ADT at our reduced prices." Because they quoted 59.99 for three years once the equipment was paid for, and it went down to 24.95. It's very nice prices. So I said, "Let me look into this."

The next day, I called ADT and the entry level guy who answered the phone said doing that sounded like a reasonable thing to do. I would expect Choice to say, yes, I could, and ADT to say, no, I couldn't, but it was reversed. So I asked him to get a second opinion and, rather than be the middleman, he forwarded me right on to a fellow named Jacob, who said he was at the corporate level. He was at least in a decision-making level and a level where he could access a lot of stuff to check things out.

He said, "We don't have a contract with Choice." So, I went on to cancel everything with Choice. They're out of the picture now. But he said we're still in the same conversation. I said, "I've been with you. I pay my bills, the whole bit. Any kind of incentive, loyalty, whatever discounts you can give me." He did not have a number for reducing my current payment, but he priced out if I upgraded and what that would entail.

I ran some numbers after I got off the phone with him and I priced it out for four years because I had to pay three years at 58 to pay for the equipment, and I could go down to their lesser price. I had to pay 58 plus 18. So the 18 would go away, and I would owe just 58. I priced it out and I was out $25 at the end of four years to be upgraded. I now had new stuff and I also don't know if my current price would have gone up in four years. It might well have. So let's call it a wash. But I would be upgraded. We started talking about upgrading and he said, "You got your smoke alarm and your carbon monoxide in 2019. They don't work anymore." I said, "What do you mean? They're blinking and you guys are charging me for the service." He said, "After five years, they're no good." I said, "You could have sent me a note."

Before I went with ADT, I bought one. This has got to be 15 years ago. I remember writing in red on the plastic at the top of the curve so I could see it when the expiration date was. There are no dates written on these two. So, I'm not protected. ADT could have sent an email. They should have that set up when they install something. They automatically send an email six months before it expires. I'm sitting here with a smoke alarm that doesn't work or is not effective and carbon monoxide. I told him at that point that I needed to clean up the Choice situation first, and I would get back to him. Choice was very honorable about it. They refunded me every penny within 24 hours. They probably just wanted to get rid of me. But that's why ADT has come up in the last couple of weeks.

We’ve been with ADT for 35 years and they have always made us feel warm and cozy. My daughter lives with us and stays here when we go to Florida for four months. When we leave, we set the alarm. So, we feel better that she can come into a safe home. We have the alarms on the doors and the motion sensors. We like the comfort of knowing that there's somebody there who would help out in an emergency. We haven’t had to use ADT's service here, but we used it in the old house. The first time, the power went off and we didn't know we were supposed to let ADT know. We had two policemen at our front door who wanted to make sure everything was okay. So, from then on, we knew that we needed to let ADT know when our power went off. We then installed a full-house generator. This new house does not have one yet, but we are looking into getting a full-house generator.

I called ADT because I needed a corrected certificate. At first, I got the AI system, and it sent me the same certificate that didn't have the water coverage marked. So, I called back and asked to speak with a person. She looked up our account, said she would make the correction, and told me it would take 20 minutes to send out a new certificate. She was very helpful. The AI system is new. But when you speak to a person, we've always been very happy. The mobile app works great for turning the alarm on and off. But when we tried to go to MyADT to print off the certificate, it was a little bit more challenging for both of us. We couldn't find where we were supposed to go, and for some odd reason, it has my husband's email and my phone number. But now we know that's what it is and we're okay with it.

When I called, they had no explanation for why their record had an entirely different phone number (from a different part of the state) on my record for over ten years. Needless to say, I was furious that I'd paid thousands of dollars during that time when they had no way to contact me! I never got an explanation nor a refund! In our other home, we use a "Ring" doorbell that is very simple to install and provides all the information that we need on our cel phones... and can be connected to all sorts of sensors... at a much lower cost.

Long contracts and early-termination fees make it worse. You are not just paying for monitoring. You are paying to stay trapped while they charge premium money for parts and labor that should be basic upkeep. When the math says “cancel the whole thing and leave,” the product has already failed. I will not recommend ADT to anyone. If you want a system you can actually live with after year one, look at a company where you own the equipment and you are not paying a fortune every time something breaks.

We explained all of this to ADT they continue to bill her. They also told us they didn’t want the equipment back because it’s now obsolete. That didn’t stop them from charging her full price for this obsolete equipment. ADT could care less about my mother‘s situation, again she’s 98 years old. They will bill you full price, even though it’s not being used and again the equipment is outdated. Very sad that a big company like that would take advantage of someone in my mother‘s situation. Buyer beware, once you sign up you cannot get out.

I did not sign a contract with ADT, so the contract is a 6-year contract started in 2024 and ends in 2029. WTH... I did not sign a 6-year contract. The contract was under my husband's name, and he passed away, but I was told that if I do not pay, I will be sent to collections, or I can pay $1400 to get out of the contract. I have requested twice for them to send me a copy of the contract so I can see who signed it!!! I HATE this company, so I have to pay for a service I am not receiving. If something happens in my home, ADT is not going to call the police, etc. Their equipment is not even in my house... SMDH... I am retired on a fixed income... So this truly upset me.

Now, suddenly, after being out of contract, their equipment is making so much noise. Feels like being coerced back into a contract just to get it to stop. Absolute garbage equipment and worthless customer service. We bought a $25 camera on Amazon that has a clearer image, a farther range, and no contract. We are having to hire a contractor to remove this junk. Please, don't use ADT. They are a SCAM!

Account management can never explain why a manager gave a discount, but now the discount is being refunded to ADT. Today my bill showing in my app is $80.40, but ADT swears there is no bill in my app and that I don't have a bill for September, but can't explain why I don't have to pay a bill for September, etc, etc, etc. I am so tired of this company and the ineptness of the people who works there. I pray there's no issue at my home before I can find a company to protect my home who educates/train the people they hire.

I called Aaron back and told him something must be wrong with her cell phone but assured him she would be home. After an hour of trying my daughter's cellphone I started to worry. I then called Aaron back and he said as soon as he got to her house that he would make sure she gave me a call. Sure enough, she called and because her internet was down and her new cell phone was tied to her internet provider she did not have service. Aaron went above and beyond to make sure I was at ease and my daughter was alright!!! I can not say enough about the service and peace of mind that I have now, knowing ADT and people like Aaron are looking out for each other and their customers. Thank You Aaron, Linda a very grateful Mom

So I paid for the service for years without having access to a feature I was apparently supposed to have, and when I finally discovered the problem, the response was essentially that I should have known to call sooner. On another occasion, I noticed that my monthly bill had been increased to approximately $70 per month. When I called ADT about the price, they were able to reduce my monthly bill to approximately $40 per month. It was frustrating that I had to catch the increase myself and contact ADT before the price was corrected.

Then ADT updated its app, and shortly afterward my alarm system stopped allowing me to arm it from my phone. Being able to control my alarm from my phone was one of the main reasons I had the system in the first place. At that point, I decided I was done with ADT. I didn’t even want to call customer service and spend more time trying to troubleshoot the problem because of my previous experiences dealing with ADT.

When I decided to cancel, I tried multiple avenues to get the account cancelled. I spoke with an online agent and also spoke with other ADT representatives over the phone. However, I was repeatedly told that the only way to cancel my account was to call one specific department within ADT. I then asked to speak with a supervisor, but my request was denied. I was essentially left with no option other than calling the specific cancellation department and waiting for someone to answer.

I ultimately spent approximately 1 hour and 15 minutes on hold just trying to reach someone who could process my cancellation. That’s an unreasonable amount of time for a customer simply trying to cancel a service. The fact that I had already tried speaking with other representatives and an online agent, only to be told they couldn’t help me and that I had to call one specific department, made the experience even more frustrating.

Once I finally reached someone, the representative offered me up to two free months of service and a monthly price as low as $29 to try to convince me to stay. While I understand that she was doing her job and trying to retain me as a customer, it was frustrating to discover that ADT apparently had the ability to offer a $29 monthly rate and free months of service only after I had reached the point of cancelling.

I ultimately declined because, at that point, the problem wasn’t simply the price anymore. I had lost confidence in the service and in ADT’s customer support. To make matters worse, ADT is requiring me to provide 30 days’ advance notice before my cancellation takes effect, meaning I am being required to pay for another month of service even though I have already made the decision to leave and have spent an unreasonable amount of time trying to get the cancellation processed.

I understand that ADT may have a 30-day cancellation policy, but the entire experience makes that policy particularly frustrating. I spent over an hour trying to reach the department I was told was the only department capable of cancelling my account, after already attempting to cancel through other customer-service channels. I also asked for a supervisor and was denied. I was actively trying to provide notice and cancel my service, but ADT’s own cancellation process made it extremely difficult to do so.

My experience with ADT wasn’t one isolated issue. It was a pattern of problems: years of a camera feature not working, being told I should have called sooner, being told the technician wasn’t responsible for setting it up, unexplained price increases, having to call to get my bill reduced, an app update breaking a core feature of my alarm system, being unable to cancel through multiple customer-service channels, being denied a supervisor, spending over an hour on hold just to cancel, and now being required to pay for another month because of the 30-day cancellation requirement.

After several years as a customer, I ultimately reached the point where I no longer felt ADT was worth what I was paying. The technology problems were frustrating, but the customer service experience was the biggest reason I decided to leave. I hope ADT takes this feedback seriously. Customers shouldn’t have to spend hours navigating different departments simply to cancel a service they no longer want, especially after already attempting to resolve the issue through multiple customer-service channels. I would strongly encourage anyone considering ADT to look beyond the advertised equipment and monthly price and consider what their experience might be like when something goes wrong, or they eventually want to leave.

After doing the math, I realized that I would effectively be paying **$381.49 more over the 24-month period** than what I was originally told I would pay under the monthly equipment financing arrangement. When I contacted ADT to resolve the discrepancy, I was told that because I had already paid for the equipment in full upfront, I was no longer eligible for the discounted monthly financing rate. This has been an absolute nightmare. I have spent **the past three weeks calling ADT more than 10 times**, explaining the same situation over and over again to different representatives. Each time, I had to start from the beginning and repeat everything.

During my last call, the representative told me that the **local branch would contact me** to resolve the issue, potentially by providing a credit or refund. I waited, but **no one ever contacted me**. Today, I had to call ADT again myself, only to be told essentially the same thing—that because I had already paid the equipment upfront, there was nothing they could do.

After three weeks of calls and countless hours of my time, the "resolution" was a **one-time $40.49 credit**, which is simply one month of monitoring. I was also offered a free smoke detector or key fob, neither of which I need or asked for. I declined and asked if they could provide additional credit toward my bill instead. I was told they couldn't do anything further and that I would have to **call back next month to ask for another credit**.

Why should I have to keep calling every month to receive credits to resolve a problem that was caused by inconsistent information from ADT in the first place? This has been incredibly frustrating and disappointing. The amount of money is one issue, but the bigger issue is the **lack of accountability, poor communication, and the amount of time ADT has wasted** trying to get this resolved. I relied on the information provided by ADT representatives when making my decision. If two different agents confirmed the same monthly pricing, customers should be able to trust that information. Instead, after the payment was processed, I was essentially told that there was nothing ADT could do.

**I will absolutely not be renewing with ADT after my 24-month term, and I will never use ADT again.** There are plenty of other home security companies out there, and customer service like this is not worth the hassle. **Very disappointing experience. I would strongly recommend getting everything in writing and carefully reviewing the payment structure before committing to ADT.**

ADT should clearly inform customers before signing a service contract about the Wi-Fi requirements and compatibility of its security cameras. Compatibility should be determined before equipment is sold and a customer is placed under contract—not after installation has already begun. Technicians came to our home more than three times attempting to address the issues, but the complete system was still never installed. I was also told by the technician that I had three months to cancel the service. When I later contacted ADT Customer Service, I was informed that the cancellation period was actually only three days. I relied on the information provided by the technician, making this discrepancy particularly concerning.

I have contacted ADT more than six times trying to resolve this matter. I was repeatedly transferred from one customer-service representative or department to another and placed on hold for up to 30 minutes at a time. After having ADT+ for less than one month, dealing with an incomplete installation, multiple technician visits, incompatible cameras, and numerous customer-service calls, I was still charged an $854 early termination fee.

I am requesting a full refund of the $854 termination fee. I do not believe it is reasonable to charge such a substantial termination fee under these circumstances, particularly when the complete system was never successfully installed and the service was active for less than a month. I expected professional installation, accurate information, and responsive customer service from ADT. Unfortunately, that was not my experience. Based on my experience, I cannot recommend ADT+.

I contacted the billing department to address the charge. The billing representative offered a partial refund, but because it was the maximum amount within their authority, it did not fully address the breakdown in trust or the financial discrepancy. Consequently, I accepted the initial partial refund to reconcile with my bank and requested an immediate transfer to account management to terminate all of my ADT services.

When assessing any business, I judge leadership and brand quality by how effectively they resolve customer dissatisfaction. Ms. Sharon H. turned what began as a 1 out of 10 experience into a 10+ resolution. Her professionalism, strategic problem-solving, and communication skills successfully restored my trust in ADT and earned my continued loyalty. She is an invaluable asset to your organization, and her performance today truly warrants recognition and advancement. Thank you, Ms. Sharon, for your privilege of assistance today. I wish you all the best in your career.

At no point during our many years as customers were we advised that continued monitoring would someday require us to repurchase an entire security system simply because ADT changed, upgraded, or discontinued compatibility with the network supporting the equipment it previously installed and serviced. We invested substantially in this system with the reasonable expectation that ADT would continue to provide the monitoring and technical support for which we were paying.

Even more concerning, we sought assistance through the North Carolina Department of Justice. We were subsequently informed of ADT’s representation that the matter had been resolved and that we had been provided a $400 discount toward an upgrade. I strongly dispute that representation. To my knowledge, no such resolution was ever reached with me. ADT has not had a substantive conversation with me in approximately a year regarding any agreed resolution. If ADT maintains otherwise, I respectfully request that it produce the corresponding email, letter, recorded conversation, signed agreement, or other documentation demonstrating when I accepted such an arrangement. There should be a clear documentary trail if such an agreement actually occurred.

What makes this situation especially painful is that this is not simply a disagreement over electronics. This is about security. We are senior citizens living during a time when home security is not a luxury. We relied upon ADT for decades to help protect our home, our property, and, most importantly, our lives. After more than 20 years of loyalty, we should not find ourselves effectively unprotected because equipment originally provided and supported by ADT can no longer communicate with its current network. I also have a unique perspective because I previously worked for ADT in approximately 2010, when the company was under Tyco ownership. The level of customer care I am experiencing today is not representative of the company I remember.

I understood ADT to be a company built upon trust, protection, service, and long-term customer relationships. After two decades of loyalty, I never imagined that we would be struggling this intensely simply to obtain the protection for which we have faithfully paid. I am asking Consumer Affairs to look beyond the corporate explanation and consider the human impact of this matter. Twenty-plus-year customers should not be abandoned because technology changes. Senior citizens should not be told that their security depends upon whether they can afford to purchase an entirely new system from the same company they have supported for decades. We are not asking for anything unreasonable.

We are asking ADT to take responsibility for providing a functioning security solution, to accurately represent the history of our communications, and to treat longtime customers with the dignity, fairness, and concern that more than 20 years of loyalty should warrant. In these dangerous and uncertain times, no senior citizen who has faithfully trusted a security company for decades should be left wondering whether anyone is actually protecting their home. ADT, after more than 20 years of our loyalty, we are simply asking you to honor the trust that your company spent decades asking us to place in you.

I personally took two entire days off work to be home for the initial appointments, both of which were cancelled without care. After those initial failures, I escalated the issue to a manager who personally called my local office and booked a Saturday appointment for me. When that Saturday arrived, it was cancelled yet again. The customer service representative's explanation was beyond insulting. My local office reportedly said, "I don't know why she's trying to come on Saturday, because we don't even do this work on Saturday." Management has zero control over local office operations, and the left hand clearly does not know what the right hand is doing.

The final straw was my appointment on Friday, July 24th. After receiving a confirmation the day prior, I called that very morning just to double-check that the technicians were en route. The agent explicitly assured me they were coming, only for someone to call me less than an hour later to cancel on me once again. To have five appointments cancelled, frequently at the absolute last minute, is not just incompetent; it is predatory toward a customer's time and schedule. ADT operates with zero accountability, abysmal internal communication, and complete apathy toward loyal long-term customers.

Having a home security system requires a foundation of trust. If a company cannot be trusted to show up for an appointment they confirmed an hour prior, they certainly cannot be trusted with the safety and security of your home. Save yourself the stress, wasted paid time off, and frustration—take your business anywhere else.

We tried again to get the guy to come out. We were told no. Instead if we cancel our contract we would charge 2,100 dollars. They said there was nothing to do. They would not honor the 3-day cancellation and said we could cancel today and be charged 2100. I tried it again four more times, they kept saying the same thing, we would not honor it. The last time we talked to them he said he went over all the notes and because we had said that we did not want to be charged 2100 and only we did not be charged that was to stay with them that they wouldn't honor the three day cancellation and then proceed to tell us that they are honoring it but we're just not eligible for it because we did not want to charge the 2100 so therefore because we were forced like having a gun put to our heads did not take the 2100 fee they're not saying we're completely ineligible.

I told them that we were forcing to a contract and every time I called it was like having somebody putting a Target on our heads and if we said the wrong word it would be blown off. After 30 days with them they canceled my contract and charges 4430 and proceeded to tell us that Ruby in charge of the equipment and the servicing services they offer for the nest that because now they canceled us we weren't going to use and after crying all day my husband and I went into the office and talked to a local ADT representative who told us that they would have to represent this coz he can see clearly in the notes where we requested the 3-day cancellation and they have to honor that and told me, "Not to worry, you won't be charged $4,100. Everything will go great." he was wrong legitimate and then proceeding to tell us that we weren't eligible again for the 3 day cancellation.

I said you could review the services for us and the charges and possibly get it all taken back away but it's for one but we would have to agree to be with them for the contract. Now we have officially been trapped, forced and blackmailed by $4100 bill. It would have no other choice but in continuous searches with them or they would charge us 4,100. I even referred to the guy on the phone the representative that I felt like I was having a gun put to my head and he said, "I'll be right back," and he went sure as hell got that 4100 and then forced us for if you go through to pay for the first two months right then there or we would have to pay the full amount.

We had no choice we had no option they completely trapped and scammed us. Do not use them. They're liars. They are manipulative. But the only thing I can say is at least they got us wrangled in trapped and blackmailed into his contract but at least we don't have to pay the 4,100 a month because that was our only other option even though we did do the 3-day cancellation.

Horrible company. Never, never use. They will rip you off and they will steal from you. They will steal your soul. It will steal your heart. It will make you cry for hours on end and don't even care. They're heartless and uncompassionate. Stay away from ADT and when the guy wasn't selling the system I asked him about the doorbell because it didn't look like it was securely secured onto the trimming of the door and he said if it was stolen or something happened to it that they would replace it well within 3 days. After he left someone did take it. We had them on camera and they would not replace it. Basically we had to do that. I've also included pictures of the holes they left in my walls to access cordage hanging out of the holes being incompetent job they had somebody do

This is based on my personal experience, but if you’re considering signing a long-term ADT contract, I strongly recommend reading the contract carefully, asking about every possible fee, and comparing other security companies first. From my experience, I would not choose ADT again. I hope you read this before signing up and consider your options carefully. Don't say I didn't warn you.