I have been a client of Protection1 now ADT for over 21 years. I was relatively OK with their services. Something happened recently that made me want to cancel service. I had a sensor on a bathroom window which fell on its own possibly because of moisture. I did not call them right away to get it put back up as I wanted to do some work in the bathroom and it will be a waste of time. Finished the work, called them, sent a technician out for four minute and a piece of double sided tape. ADT billed me $135 for that!!! I called to inquire. The rep who helped was great. Brianna. She contacted the local office and they will not reverse the charge. I asked to cancel service. Due to my long time with ADT, I was switched to a manager named Lizzy. I explained the situation to her. She reversed the tech charge. She then offered a reduced monthly rate if I decide to stay. I informed her that I need to think about it. She said OK and made notes. On August 19th, my wife calls and cancels service. She spoke with Briana who took the order and told her that the amount due is only $54.80 due to the 30 day cancellation requirement. We asked for an updated bill. Never received one. Called twice and I was told each time that the cancellation has not updated yet. I decided to send in the check but I wanted to call and inform them what I am doing. Called this morning, spoke with Gloria who confirmed the request exists but not updated yet. I was switched to cancellation department and spoke with Sierra. Sierra told me that I was given the wrong information by Gloria and basically by every one I spoke with. That there is no cancellation request but she found a record of my calls to Brianna!!!! After spending 39 minutes on the phone with Sierra, the conclusion was that she was going to pull the call and see what was said and that she is going to reverse the credit for the Technician billing granted by Lizzy. and she will bill us for 30 days from today on top of that not from August 19th when we placed the cancellation call/request. I was also asked to call back on Monday to see what resolution they have. not only she lied several times, she was a bully and she was not willing to switch me to Lizzy to get more clarification. First excuse was she is not in and then she was in a different location. It seems to me that since Protection 1 was sold to ADT, the service and reps are useless with few exceptions. I advise anyone and everyone to steer clear from this company and their services as it is no more than a trap to get money out of you. I regret every penny I spent with them and I hope you will not make the same mistake To update my review, as you can see, Brandon immediately reached out to me. I provided him with requested information. I heard from Miss Jackie Lawrence to inform me that my issue was forwarded to proper people. an hour later, I received a call from Miss Rosalinda Hernandez, customer Service Administrator - Office of the CEO. needless to say, Rosalinda was amazing, very professional and she really reflected how a company representatives should act and behave unlike Sierra. I am grateful for Rosalinda's involvement and everything she did to make things right. She is the embodiment of how companies should be represented. Very pleased with the resolution. Thanks to Brandon, Jackie and Rosalinda... read more

Everything about this company is unethical. From the policies to the employees they train this way. In the 13 months I've been a customer I have had to initiate 2 coperate, 2 Texas Attorney General and 1 FTC complaints regarding unethical business practices. The violations included falsifying information to increase sales, falsifying information concerning consumer owned equipment, implementing policies that intentionally make it difficult or impossible to obtain account information, mismanagement of accounts and mismanagement/breach of contracts. Honestly, ADT Security Services is probably the worst company I have ever dealt with. To be honest I'm ne even sure why we would pay anyone to really do nothing. In today's market you could get a system like the ones from SimpliSafe Home Security. You just buy your system, which are reasonably priced, install and you can instantly start self monitoring your home security. Which is way less tedious than it sounds. All that means is when the system alerts you you need to check your own camera/systems and call emergency services when need. Now you do lose a few functions without the monitored services but the system is still very capable. To top that off you can get monitored services for a fraction of the price and no contract. Now there are several security systems out there like this one and I only chose this company as an example. I do not claim in way that this system is superior to comparable systems and no contract plans. So do some research and find what fits you best. However, stay clear of ADT's utter nonsense and lack or regard for their consumers rights. read more

As an ADT customer (regrettably) for the moment, here are my impressions: ADT is all about marketing and trying to sell you things you don't need. ADT fails miserably at delivering what they promise, and their customer service is horrible. We have experienced many system failures since ADT installed their pathetic dysfunctional "security" system. It has been so riddled with bugs, both hardware and software problems, that it seems to quit working almost every week. Sometimes they get it working again in a day or two, and sometimes it takes them longer. Recently the system quit working while we were away on vacation. That's a good time for it to work, right? The ADT customer disservice rep said they would not try to diagnose our problem or fix it until we returned home from vacation! What a great service (NOT). Advice: look for another security company. ADT is all about selling and marketing; their product and service is horrible. The next day: And so Eileen, apparently an ADT employee, responds to my review. What she doesn't say is that the email addresses and phone numbers they give you often get you nowhere. This company is all about marketing and selling, remember, and NOT about execution. So Eileen is here to try to make ADT look better, even though their service continues to be horrible. Some ADT tech said he would stop by the house today to try to fix (another!) problem. ADT yesterday: "Just stay at the house and I'll show up in the morning." Later this morning, after not showing up: "I can't make it this morning. Just stay at the house all afternoon, and I'll show up this afternoon." Later this afternoon, after not showing up: "I can't make it this afternoon. Just stay at the house all evening, and I'll show up this evening." So ADT's system breaks repeatedly (failing only once a month would be a great improvement). And they expect you to either: a) spend an hour on the phone -- every time it breaks -- trying to survive their telephone menus and endless, ponderous scripted "assistance" (often fruitless), or b) spend all day at home waiting for a "technician" who never shows up. Yes, ADT, you need to learn to provide a system and a service that works. Since your pathetic system is so prone to failure, you should stop selling it to ANYONE - PERMANENTLY -- until you can make it work without fail. What a pathetic company. read more

I am a long time subscriber to ADT. They USED to be a responsive and reliable company. Two weeks ago I just had my old security system set up to include exterior video cameras. Twice, the side camera has had trouble finding the wireless network. Today I was on hold for 30 minutes waiting to get someone in tech support, only to have the phone call dropped. I then employed the online chat for help, only to be told I'd be "19th" in line. I didn't wait, but used the chat later and was informed I'd be "15th" in line, and watched as I suddenly became "16th" in line (???). Buyer beware. If you are new to ADT don't count on fast, prompt responsive service when you have a tech issue. I can only hope they are more responsive in the event of an emergency!! read more

Service is fine until you try to cancel. I have been trying to cancel this service since February of 2023 (6 months). The first call they didn't record, the 2nd (in May) they did document but someone forgot to send my cancelation for processing so I continued to get charged for service. Then in July, I got promised to have it canceled and back dated (including the charges for the extra months)... and now in August, im still fighting to get the charges for service at a house I don't even live at removed. This company is predatory... they continue to "benevolently" give you service even if you don't pay your bill racking up extra months of charges instead of canceling it, but make it near impossible to cancel. Also, their two office locations that they have listed in my area are false addresses. I've filed complaints with both the BBB and FTC. We don't have to just take this from companies like this. read more

I am beyond disgusted with the service I have gotten ( or not received). My daughter got a special package trial for my home because she felt it was important. The " ring" doorbell blew my home transformer. I had to get that replaced. I was assured they would return the next week to replace it with a new one After 10 calls, the manager never responded. I NEVER got the doorbell. My daughter has had nothing but a nightmare with the billing department. They never respond when they say they need to call her back. They are , however, very good about calling with balance due harassment calls. We can't even get someone locked down long enough to pay them. There is absolutely NO customer service at all. I can't recommend this company at all. I feel any other alarm service would be better. So PLEASE do not sign up for a 6 month trial. That's what we did. With no contact fulfillment in their part, we are trying to cancel at 3 months. Now they are saying there is NO 6 month trial. Ayron Thurrott told me and my kids when he signed us up that we can cancel within 6 months , money back guaranteed ; for any reason it's not working for us. He and his" superiors " Marty and Heidi are not responding. This is a criminal mess I guess I have to call the Consumer Protection Agency next? read more

Thank you E-Nola and Warren for your Five Stars Services. You made it very easy to update my file and to get my order back on track. Always a pleasure to call ADT to update my account, you provide safe and efficient services. Thank you. read more

Been a customer for over a decade and the service is getting worse. Try to contact them about a technical issue and be prepared to be on hold for over 10 minutes. Try to contact customer service and be on hold for over 30 minutes. They locked me into a contract for 60 months and so held hostage until 2024. Would never recommend them to anyone. read more

People need to know that ADT's transfer process is a scam. ADT lied to me multiple times about the process even though I asked direct questions. Now they are refusing to make things right. Anyone considering using ADT should review the complaints on the Better Business Bureau website. Their practices are very deceiving. read more

To avoid a huge cancellation penalty, I transferred my service to ADT Blue. "Regular" ADT does not offer its service in the area for which I moved, but transferring to Blue (completely internet based which is offered anywhere) allowed me to avoid the penalty. I was requested to pay the penalty and then get refunded ($500 Plus). Have called in a half dozen times (regular ADT customer service does not link to ADT Blue in any way), provided all the necessary information over and over and nothing happens. Then I have to call back in to find out another excuse about why the refund was not processed. I have been with ADT for a long time and was having trouble with billing before I moved. Not sure what is going on in their accounting department but would suggest not wasting your time. Easy to pay them but extremely difficult to get your billing correct or to get refunded. read more

I was a customer with ADT for over 15+ years, with 3 different homes. I recently moved from an apartment. I fulfilled a 3 year contract with ADT services. I tried to contact ADT regarding my lease ending and I was transferred to sign up for a new account. I moved out of the apartment and subsequently received a bill, 5 months later at my new home. I was out of contract and they continued to bill me for the 5 months I was out of the apartment. I called to let the company know and they continued to send a bill and then sent me to collections (for a home I no longer lived in and was no longer under a signed contract). I have never written a company review but I need to let anyone who reads this know about this company and their business ethics! Apparently they are under new ownership. I would recommend looking elsewhere for security service. read more

UPDATE: After reviewing our BBB complaint, ADT has waived the disputed amount that they were charging us.

ADT is a terrible company. They have been terrible from the moment we had the alarms and cameras installed. First of all they didn't tell me the cameras wouldn't work if you do t have WiFi. I had the cameras and alarm systems installed on my rental properties. They were four apartments. Two of the apartments cameras never worked because they didn't have WiFi. So I have been paying for them for a whole year for nothing. They would not remove those cameras that didn't work because I have a contract with ADT. Now I sold the properties and canceled my accounts with ADT. Now they tell me I have to pay a termination fee for breaking the contract. I'm not breaking the contract I sold the property. I don't think I should pay a termination fee since I canceled the accounts because I do not own the property anymore. It's not fair. The contract is for two more years that's a large termination fee they charge 75% of the contract. Their Customer Service is horrible the cameras suck. I would not advise anyone getting this company to serve your security needs. I looked over the contract and no where does it say I would have to pay for the contract if I sold the property. There is no way I'm paying that!!! They also made it very hard to cancel the account. read more

I am a new customer of ADT but am canceling immediately. When the installer put in the items I was promised certain things that would be "noted" on the account. I called and they were not. After calling multiple times and speaking with different agents my issue was not resolved. They kept pushing me off to other departments and people. When I asked to speak to a supervisor I was denied and they said they're supervisors don't speak to customers. I am highly upset because I was interested in ADT but I am very dissatisfied with this whole process, the lack of service and their dishonest tactics to get me as a customer. read more

I fulfilled my contract in early Dec and I'm moving at the end of the month. Called to cancel the service and they insisted I had to pay for the 30 day cancellation notice. A 10 year customer and I still have to pay for service I'm not receiving and after completing my obligation. The first gal I spoke with insisted that there was no supervisor to speak with, called back and managed to get someone in a management roll but they refused to budge. Bottom line is they both said, we're sending an invoice and it's up to you to pay it, if you don't it will go to collections. I'll be looking at other companies in the future and understand why the competition is doing so well. read more

No support. They SAY they work, they sAY they monitor. Try calling them. Good luck. Garbage. Equipment fails, they blame cellular carrier. Alarm goes off tHEY MIGHT call in, soon as they do, can't reset alarm. So now you need to sit on hold foe an hour to talk to. Live person who runs down a script. Good luck. Dont but it. Wastel nof money. Just buy the lawn signs and your own video. Rifle helps. Beats ADT read more

Please read all the reviews on ADT before you use them for your security service . I didn't and I am paying the price. My taped on wireless devices keep falling off the windows and doors . Calling customer service is a lesson on what any company representative should not do if they want to stay in business. ADT must interview to get the most belligerent customer service representatives and teach the installers what lies to tell people ,before they sign up. BEWARE of ADT . My advice is to read and believe all the one star reviews ,because they are right. read more

This company will NOT allow you to discontinue service. I spent over two hours with multiple calls trying to get a cancellation number. I was referred to a "manager" with a script in an effort to coerce me to continue using ADT. And to actually cancel requires that a form be sent by mail and then returned....taking 30 days to process. A miserable experience. I finally received a cancellation number in May, followed by a notice from a collection agency in August and again in October for services rendered in July. read more

We used ADT for 7 years as our home security. It was more of an annoyance than a home security system. The camera and app, which were supposed to enable us to see our front door, only worked for a short time and then kept giving errors. The control unit would start beeping in the middle of the night and I'd have to go and bypass some dysfunctional sensor.. This happened every few days. Luckily my room is far enough away from the unit that I can usually sleep through. We received marketing and service issue phone calls constantly from them with a robot on the phone to talk about our service. Eventually, we just stopped answering. These calls also continue AFTER you cancel, FYI... Finally, I decided that I would cancel the service. It turns out that their policy is to charge their clients for an additional 30 days after cancelation. I'm not sure how they can pull this off legally, but evidently it's in the initial contract. What a scam!! The service started out at about $40/month. By the time I canceled, it had reached $77/month. Somehow, they raised the price every so often without talking to me about it.. Maybe that was what all the phone calls were about? Anyway, you can do MUCH better nowadays with virtually ANY other alarm company. Have you ever had a bad relationship where, looking back, you cannot believe you ever took an interest..? That's how I feel about ADT. So glad she's out of my life. read more

Terrible customer service!! Someone was supposed to come out yesterday between 10-12 to give us a quote. At 1:00 my husband called and asked where the guy was as he hasn't shown up yet. The call center could not seem to locate their tech as he was not answering his phone. They said they would figure out what was going on and call us back. An hour and a half later we got no call back so my husband called again. They still had not found their tech. They offered to reschedule our appointment, which we said was fine, but we wanted a different tech to come out since the first one is still MIA. They moved our call over to the scheduling department who then tried to schedule us with the same guy we just said we didn't want. When they were told we asked not to deal with that guy they contacted their manager, who was also not answering his phone. Again, they said they would handle the matter and call us back. My husband took the day of off work to meet with these people and they couldn't be bothered to show up or call us back when they said they would. Today we just received a call from the tech WE SAID WE DID NOT WANT TO DEAL WITH!!! We haven't even gotten an initial quote and we are already having major issues with this company. We will be going with a different company. read more

My mother was diagnosed with Alzheimer's disease over a year ago and we moved her from her home to the memory care unit of an assisted living facility. Shortly after she signed a contract with ADT and had the system installed, she set the alarm off about 6 times because she either forgot the pin number to disable the alarm or forgot that she even had a security system. She had to pay about $500 in fines from the county police department for false alarms. I have POA for my mother and I called ADT to see if we could terminate the contract early without penalty due to the fact that my mother no longer lives in her home and we are paying $45/month for a service that we stopped using shortly after it was installed. The ADT representative said that we could probably terminate the contract without penalty if I provided documentation of her diagnosis, information about the facility in which she lives, and POA documents. I forwarded the documents to them and nearly 3 months later, they have yet to contact me regarding the cancellation request. This is one of the worst experiences that I have ever had with a company and will never recommend nor use ADT again! read more

So, I have had ADT services for almost 19 years. Most of the time, service was pretty good. Now, I am moving and called to cancel the service for end of August. The woman I spoke with, Jasmine, tells me to call back when I need it terminated in 30 days. In other words, if I requested a termination today, it would be done in 30 days, so I would have to call back August 2 in order to have it cancelled in the appropriate timeline. I am appalled that this company has so little respect for their clients. I was considering getting ADT for my new home, but after this, I will never use their services again. read more

We are so happy to have our ADT alarm system in - working well! We never felt so secure and safe. The sales agent and technician were out of the Bakersfield office and were top notch! Both Anthony and Toby were patient, clearly explained everything, let us ask a bunch of "dumb" questions. Their follow-up and professionalism were refreshing. Thank you! read more

Terrible service. I had ADT in two houses in the Bay Area. Worked fine. I moved to San Luis Obispo and have never had such lousy service. Alarm kept going off. Customer service said put in a new battery on the front door. I did, alarm still going off. Called them three times yesterday. Each customer service rep gave me different instructions I replaced the battery three times with a new one. Alarm still going off. Customer service rep was surprised that there were two batteries in the system. Surprised??? I also had a tech visit a month or so ago. He was surprised that the system worked at all, since I appear to live in a black hole where NO system should work. Hmmmm. Please realize that I am spending around $70 per month for a system that doesn't work. Finally, since the rep of the day couldn't help, nor could she cancel my service, I ripped the bugger off the wall. No alarm going off now!! read more

We cancelled ADT service almost a year ago and they continue to deduct payments for services. This in spite of sending 3 separate cancellation requests on their forms. This company won't hesitate to rip people off. Buyer beware! read more