I have been a customer of ADT for twenty plus years. We decided to move our system to our new location,so they advised me that I can get the new system that just came out. 1. They scheduled me for one day an with no notification changed the installation date to a day that was convenient for them. 2. I check my account an three charges pending from them that they didn't explain. Told me that I would get a refund after explaining the charges, but haven't received yet. 3. Looked at my account and there again drafted 2600.00. The operator told me it will be 24hrs and it will be back in my account. Waited 48 hrs no refund. And two days later drafted 487. This is terrible. I hate I decided to use them in my new house. read more

Horrible. Stay away!! Signed a contract with me to install an alarm system for $173, then cancelled the contract unilaterally and told me i would need to pay $800 to get it installed. Crooks. You'd be wise to choose one of the tens of others wonderful security companies instead! read more

They promised me remotes to control the lights, the largest TV monitors so I could watch what was happening with my three cameras, two motion detectors, two glass break detectors, sensors for 15+ windows plus four doors, three remote boxes, three key remotes, mind you there was more. They got here and tried to tell me what I did not need for my own security. Explained the sales person was trying to get a sale and I am sure it was fact. I played my recording for them. They had to call corporate and I have not seen them since. I called the office and the lady is talking and suddenly nothing, the airwaves motionless for over fifteen minutes just as my body would lay after an intruder graced themselves through my home; except me and my family's bodies would be motionless forever. Ode to ADT read more

Update: This saga just keeps getting worse, shockingly. after going back and forth and being lied to MORE, I'm basically forced to keep this service (I'm threatened that if I don't pay it'll get sent to collections and affect my credit) or else I have to give ADT money for free (buy out the contract and get nothing in return). I hate this company. No reasonable person would have signed that contract if they didn't truly believe what the in-Home technician was saying (that getting out of the contract is easy and only costs nominal fee), like I was told numerous times -- LIES! Just let go of me, ADT -- I don't want to deal with your ridiculous lying and dragging feet anymore! I'll continue to tell everyone I encounter how terrible this company is.... I won't stop, you've created a monster. This patronizing response from ADT below doesn't help either. Obviously no one at this company has ever gone through basic customer service training. No one knows how to treat customers or how to talk to them without making the customer even more furious. Original review: I am appalled at the poor customer service! Avoid this company! I knew I would be moving within a year of setting up this service, and the sales person who setup the service assured me multiple times that I would be able to cancel my service for a nominal fee when I moved -- I clarified numerous times that day, to make sure I wouldn't be on the hook for a lot of money when it was time to move. Now that we're moving I'm told there's no way I can get out of the contract unless I pay OVER $1,000!?!? Even when I explained that I was basically lied to, I was told "so sorry, it it's company policy." So it's company policy to lie to customers? Even if I did want to transfer service to a new address, I have zero interest in being an ADT customer ever again. Worst customer service. I'm telling everyone I know to avoid ADT, because all they want is money, not loyal customers. Lost my faith in humanity a little bit over this. Very poor read more

I talked to a tech tonight I explained to him that I have not had my air conditioner in two months, and my window has been compromised due to a air conditioner unit , so for two months I have not been able to use my services, they didn't care I had a rep call me earlier that day for payment because my banks had changed and the tech told me to move the sensors , well that just made things worse. I couldn't stop the pad from beeping and I tried calling again no 24 hour support. I tell you what if I don't get a tech to come out for free fox 5 will. Because for two months that's over a hundred dollars and people are struggling out here . Have this company lost there minds . Who owns this company? Training and customers come first you want your money well I want my services. Fix it. B.B.B next. read more

I'm a customer and wanted to upgrade-camera..etc.. I was told I would get a call back for a appointment with in 24 hours. 8 days later, no call, I guess when my contact is up they won't care that I cancel them! read more

Wow I should have checked their YELP rating before I used them. They are after your money only, lots of it, and they are unethical and dishonest. Never use them! Update: Reps commented on both my Yelp and Facebook negative reviews and said someone was going to contact me but of course they did not. read more

Poor customer service. I had an appointment window today 7/3/18 from 11-3. No call, no show. The technician did not have the decency to call. I contacted customer service, which also proved to be a waste of time. This company does not value my time. The only explanation I received was that the technician should have called me. Disgusting. read more

I have had several issues with ADT over the pass 20+ years securing my home and business, however yesterday was the last draw! As their contractor quoted to me: " they are a large company and your a small fish in their pool". That may be true, however this small fish has shark tendencies After I pull all my business it will be my mission to get friend, customers, and associates to do the same. read more

Do not use this company; ran a credit card last night; after telling them not to; I am having to cancel my card; I will dispute it; very poor service; liars!! Be aware can't be trusted; will never use them;ever!, read more

** update ** ADT replied to this review in the comments with an offer to help; however, when I followed up via the email below, I never received a response... yet another example of their sham customer service I would give them zero stars if possible on yelp. Everyone told me not to use them and I wish I would have listened! The installation was time consuming (6+ hours) and expensive (2,000 for door sensors and smoke detectors, which I was told I needed). My alarm system doesn't even work - it keeps beeping randomly, sometimes in the middle of the night - due to "poor cell service" which ADT uses as a scapegoat. I've had 6+ techs come out, all at a $25 trip charge, to reset the system only for it to have the same issues several days later. I'm at my wits end and locked into an absurd contract for the next 2 years and 7 months... literally counting down until the day I can ditch this poor customer service!!! Buyer beware!! read more

***AVOID*** I highly discourage everyone from using ADT aka Defenders. The salesman and manager are extremely dishonest while refusing to honor the deals they structured and approved. Their customer service practices are unprofessional and never helpful. There are far better ways to protect and monitor your property while minimizing the headache size this company creates. read more

A company named Defender contacted my husband about installing a security system with ADT. A job that was supposed to take 1 hour turned into an EIGHT HOUR NIGHTMARE leaving bare wires hanging from one box to another, holes drilled into my wall, and a security system whose alarm can barely compete with my alarm clock! Within our 3 day grace period, neither Defender nor ADT want to take responsibility to cancel, remove, or fix damage resulting from install! No contract was left, Defender says to contact ADT and ADT says Defender, false information appears to have been provided, and we are 24 hours into the 72 we have to cancel to get our money back. The fact that ADT is affiliated with a company (Defender) that sends out techs into people's homes that have what appears to be very little knowledge or very poor work ethic is scary! I don't recommend anyone ever trusting either of these companies for anything and certainly not home security! read more

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These folks are something else. I responded to an ad on Facebook. First the rep called, but was unable to talk due to working. Customer service manager called a few days later and gave me more information. Next comes another manager who was trying to convince me ADT was the best service (may be true, but I don't know). This what pissed me off, the manager asked for my bday and last 4 digits of ssn. (Lied to say he wanted to make my address matches the info I gave him) Then tried to get me to set up an consultation visit (I said to call me back in about a month). Then tried to get me pay $49 fee to lock in a rate. First of all I don't prepay for anything over the phone. I received an email saying an inquiry has been on my credit report. WTH, these jokers pulled my credit without authorization. Yes, I am disputing the inquiry. Then it is under another name Defender Security. WTH read more

My husband and I have been ADT customers for several years and have wasted a lot of money on the monthly monitoring charges that we never needed. I called to cancel our contract today, as we're renovating our home and we want to study all security systems that work with our phones to select one that provides just what we need and nothing more. The CANCELLATION FEE was $516 even though they were willing to wait until our home is renovated and give us that same credit toward a new contract. This is highway robbery. If you have to use a cancellation fee to get people to stay with your company, you're not the company for me! read more

I submitted an online request to speak to a representative in regards to having an alarm system and home automation system in a home we are building. Before I could even leave the ADT website my phone was ringing so I thought I was off to a good start but things went down hill quickly. I was transferred around several times and finally spoke to a person from Indiana ( I live in Metro Atlanta ) that I compare to a used car sales person. First of all I am not some 80 year old widow that is desperate to have a standard basic security system installed. I actually have 25 years of real public safety experience not some Indiana Mall Security officer. I tried to explain to the salesman what our needs are to see if ADT even offers what we are looking for. Before I could finish he interrupts me to get my DOB and social security number to run a credit check on me. I asked why a credit check so early ? He informed me that in order to install an alarm system he has to verify who I am. I told him that I simply wanted them to send someone to the site of where I am building my home to go over what I want and to give me an estimate as well as an action plan on how to achieve our goals. He proceeds to tell me how ADT is ready to provide me with over $800 of free equipment and how they "guarantee" a law enforcement response during an emergency. " No other service in the country can provide that level of dedication" etc etc. He insists that I give him my DOB and SS before he can provide service. I told him that I dont want him to provide service yet. I want a quote and an action plan. You have to EARN my business. He became very rude and cocky. He acted like a commissioned salesperson who was about to lose a sale. He stated that I would come running to ADT after some other company allowed my home to be broken in to. If you are a real honest security company that wants to earn my business you would understand that giving out my personal credit information is not safe. A reputable company would come to your location to provide you with a written estimate, an instillation plan and a service plan before asking for credit information. They would not pounce on your with high pressure sales tactics. There is nothing ADT or any of its contractors could do to get my business now. I will make it a goal of mine to make sure everyone knows how this company operates. read more

I have been an ADT customer for a year. For the last 6 months I have not been able to use my system because the alarm would go off randomly. When I initially called about this problem the customer service representative told me they had no record of an alarm but if I wanted some one to come out there would be a service charge. I decided that I would just stop using it although I am paying $49.00 a month. Two nights ago my fire alarm went off. I called, they had no indication that the alarm went off. Twenty minutes later the fire alarm went off again. Again they reported that they had no record of the alarm. I asked to be told how to completely disarm the alarm. I pulled the plug and disconnected the battery. A technician came out this morning and reported that there was nothing wrong with the system. He found one window that was missing the sensor. He refused to replace it. His supervisor also told me that there would be a charge. After I refused to pay since I have already paid $50.00 a month for over 6 months without service, the technician was told to replace it without a charge. I also reported that the technician was rude. They initially stated that I would need to pay a service charge. Another conversation with the company representative and they waved the charge. I have already written a review to the Better Business review and will write one to the Boca Raton Chamber of Commerce. DO NOT use this Security Company. read more

Don't use this company ever. I would love to share the horrible email with corporate from a sales representative I received after cancelling the service. Just horrible. read more

Unsolicited visits (during dinnertime at that) and clogging up my mailbox with advertisements. Three a week is more than enough. I don't want to sign on with the system just for the fact so much money is spent trying to get people to buy in. If the product is that valuable, it would sell itself. read more

In case anyone gives a crap, my insane ex-husband is back in jail for many years, since he couldn't keep away from me. That's really a good thing, since my security alarm stopped working. I called ADT and they told me that there was a problem with my sliding glass door. I then remembered that the piece of shit plastic motion detector they installed with tape above the sliding glass door had fallen and shattered a few days earlier. Since I couldn't use the motion detectors anyway, I didn't think it mattered. They told me that they would have to come out and replace the part, but it would cost me $30. They used TAPE!!! WTF??? Now, even though I've paid for a warranty, they are again charging me a service charge to replace some really lame equipment. I am not happy. read more

HORRIBLE, BAIT AND SWITCH. I signed up and they informed me again and again that I could move my service with me. When I sold my house I found out that I can't. If I wanted to move my service, I have to start ANOTHER 3 year contract OR pay 75% of all fees remaining for cancelling. So if you signed an original 3 years, moved during year 2 then you'd have to pay for 75% of year 3 OR sign up for ANOTHER 3 years. It's like a freaking mafia strong arming. I'd rather NOT. read more

The Pulse App hasn't been working for a while. When you call in they tell you it's a cell tower issue. If the system is compromised, how are we supposed to feel safe? I'm now looking into other options for a reliable security system and company. read more

So get this... In 2012, I upgraded my services. That is, I purchased more stuff and agreed to pay for a more expensive monthly service (The Pulse system). They failed to tell me that when I signed for the completion of the work, the paperwork included another 3-year contract! So to recap- I wanted to spend more money and they thanked me by screwing me in the back-end by sliding this contract through. Now if I want to cancel, it will cost me over $500. It's bad enough that cell phone companies get away with all these multi-year contracts that take you to the cleaners but it has spread to all sorts of digital media and services. I wish it were more regulated. In the meantime- I'm going to post this crappy example of how ADT services their customers everywhere I can find that will take my review. ADT- Shame on you! read more

The most aggressive rep that I have ever dealt with. I ultimately had to inform him I was trying to be polite and not hang up on him. Ended up hanging up on him. Called regarding new service. When I was given the rates I thought i could find a more competitive rate. I told the rep that I would call him back. He insisted on calling me... multiple times. He was too busy explaining to me that he had invested this much time in the phone call.....because he would not shut up. He then informed me of how rates could constantly change. As if any customer that has been screwed by utility companies ever changing rates does not know that. 20 minutes into the phone call I gave up arguing. I don't know what kind of product they have and I never will. I see how they run things just from one phone call. read more

Thinking about getting ADT security thru dealer Safe Streets USA? Think twice. The promotion their salespeople are pushing (with the 6-month money-back guarantee) isn't legit: that can only be offered by ADT direct. They'll wave that brochure around at you, but you won't get it in writing. And they'll be insulting and belligerent when you contact them. They say I'm on the hook now for a system that, after two weeks of installer visits p my home, STILL doesn't work. Here's hoping today's installer (who "should" be here by 10:30am for his 8am appointment, sez customer service with typical unconcern) can make it work. Wish I'd gone with Ackerman. AVOID SAFE STREETS USA and ADT. read more

Horrible and rude customer service, horrible bait and switch on the price of the products. After being told I could get the products I needed for free, with only a monthly commitment, a salesman came out to install and told me with a straight face that I needed $5,800 worth of products. I just hung up on customer service because of how rude they were. I'll never use this company again or recommend it to anyone. read more

ADT Security is a trap. They make it easy to sign-up, and very expensive to cancel. I move into a house, pay for all of the equipment and then leave it for the next person and purchase most of it again at my new house. So they make it very easy for people to sign-up because their earlier customers do all of the heavy lifting. Then, if you want to cancel, they charge a huge penalty (Other than a residential rental agreement or a vehicle lease, I can't think of another instance where I've paid this amount of money to cancel). The first time I had ADT, we paid $1900 to install all of the sensors. I was ASSURED by the sales rep that when I moved, I could leave the equipment and that ADT would provide the same equipment at the new house. This was a lie. The sales rep showed up and said, 'no, that's not how it works'. They offered me a credit of maybe $400 toward the new house and let me bring a couple of sensors from the old house. So I ended up paying an additional $900. I'm currently in the process of moving, and was able to get a bundled rate with a cable provider that saves me a lot of money. However, ADT wants $1000 for me to cancel. Ostensibly to recoup the money that they invested in the system that I purchased with my own money. If I keep ADT, they give me a $400 credit and let me buy new equipment again (ultimately for the next owner of the house). And then my 3 year contract starts over. No thanks. I'd rather pay the $1000 than do business with this company again. And they'd rather take that $1000 than have a referenceable customer. read more

Safe Haven, who sold us the system, along with ADT was a horrible choice. The system we were sold was not what we got. The first install guy was kind and had worked for the company 15 years. However, upon arrival he told us the sky cam door bell we ordered, was on back order and he wasn't sure when that would be in. He did however leave a video camera for the interior of the house, in an attempt to be helpful. He took over four hours to install and after completion I noticed the window sensors were not what we were sold, the ones the sales rep had were almost paper thin. What we got were much thicker, not to mention the placement of almost every sensor was crooked and not placed in the corners, but rather right in the middle of the windows...Huge eye sore. The front door lock might as well be from the 80's. It allows for 30 different codes to be programmed, but not electronically... If I wanted to program the #30 slot, I literally have to press the program button 30 times. And you can't monitor which code unlocked the door, so what's the point of having codes at all? Plus, the lock itself was also installed crooked. This lock also jammed about every other time we tried to use it. We were also sold a motion sensor, which the install guy said never happens when you have pets, so we didn't get that installed at all, having two cats in the house. After having a second install guy come to fix the window sensors, the sensors he moved are now saying those windows aren't shut, even though they are shut and locked; the alarm auto bypasses those windows now and doesn't monitor them. 1 day after the second install guy was at the house, the entire "iPad" keypad no longer works at all. Not one person could assist in getting the system to work properly with our Google home. I've spent over 7 hours this first week dealing with this company all while trying to run my to businesses, which was a pain in the ass. Our system isn't what we want, we are less than a week in and even I called to cancel, ADT said we owed an early termination fee. After calling Safe Haven, who sold us the system, to see if they could help cancel services without the termination fee, they refused. Next call Monday morning will be to my last firm I have on retainer. It didn't have to get to this, they could have cancelled, removed all the hardware and at least we could have parted in peace. As a business women I'm glad I don't have customer service in this way. For a company as long standing as both these entities are, it's a shame they choose to opperate this way. I could and would never suggest either ADT or Safe Haven to anyone. Their prices are too high to begin with and the hardware just isn't up to date with all the technology available. Oh and even after downgrading to a more basic package, they literally want to charge for using the app to set the alarm... Nuts, just nuts. read more

ADT customer service was horrible. If I could give them no stars, I would. Since switching to Ackerman our response times have been greatly improved and we are pleased with their service. We switched from ADT when we switched phone companies and discovered that they did not support wireless and didn't work with our new phone system. We cancelled our service calls and our service, but instead of cancelling our service and sending us a refund, they continued to bill us for a system that was not connected. So, apparently they also have no way to ping the system to monitor or determine whether a system is online or even working at all. ADT's customer service was rude and unresponsive. They didn't call back when they said they would. read more

Lies, lies,lies. They lied about the cost. They lied about the warranty and they lied about their service. 1.5 hours on hold only to be told they can't accommodate the times I need for them to come fix their broken system. I'd give them negative stars if I could. read more

Ron Flowers/Disabled Army Veteran I had security service with ADT for (5) five years and in that time I paid them their fee and on time for the whole time. The first (3) three years I was under contract with them and I followed said contract to the letter. I informed them in July of 2018 that I would cancelling my service with them and right after I paid my July bill at the first of the month I did just that. I was threatened by the representative that I spoke with saying I would still be paying them the next month regardless, cause I was still under contract with their company and was liable for payment. I'm on a fixed income and can't afford to waste any of my money. I was sent a full bill at the 1st of the month of August which was followed up by a call from the company. The next thing I received was another bill from for a lesser amount. I implore any individual to don't enter into any type of agreement, arrangement or contract for any type of service, cause you will be sincerely disappointed in all aspects of dealing with them. read more

ADT alarm services suck! They are such a rip off and have horrible customer service. It's not clear what number to call or who you need to talk to you when you call. They also lock you into a contract for several years so that you can't cancel. Once my contract is up I will never use ADT services again! I wish I would've gotten advice and shopped around before going with them. read more

Total con job. Sent out a subcontractor (Defender) who installed an alarm system costing 2k. When I realized what they did, I cancelled it. They removed the equipment from my home and gave me basic ADT service but still getting charged $687 per month for payment plan of equipment and $58/mo even though service should now be $29. I have made repeated calls to cancel payment and disputed all charges to no avail. Con artists- frauds. Go elsewhere. regret the day I went with ADT. read more

***DO NOT GET THIS LYING PLACE*** The sales person Anthony, will tell you anything and everything to get the sale. When the tech comes out, they will not put anything up. It was a "Liability". After going to the home improvement store, and comparing with other security companies. I decided to cancel. The customer service person told me I missed the 3 business days to cancel and if I wanted to cancel I would have to pay 75% of the remaining contact. Since I just missed the 3rd business day, it was going to be $1984 to cancel. Anthony the Salesman said I could cancel at anything and get a FULL refund. ****STAY AWAY**** read more

We initially contracted with Brinks prior to ADT taking over the service. We have been with ADT for 15 years. We decided to add CCTV to our back yard area and ADT quoted one price, however, once the install was completed and the invoice posted the price had doubled. I called the install tech about the error and he informed me there was an error on the work order and the error would be corrected in a week. It has now been over a month without a credit. After calling the install tech, customer service, and the corporate office on numerous occasions without results I requested they pick up the equipment from my home and cancel the service. The equipment was picked up and I am still waiting for the credit to post to my credit card. I was told there was a 30 notice required to cancel the home security service and it would end in August. ADT also added additional charges to the credit card for the CCTV system that has been cancelled. I've called my credit card company to get assistance with this issue. I was told by the customer rep with the credit card company that they were told when they contacted ADT that there was a credit posted, it just hadn't been processed. I would not recommend anyone engage in business with this company read more

They will promise you a 100 dol gift card or even 2 100 dol gift cards that will come in the mail. But they don't, you actually have to read the fine print to realize you have to jump through a bunch of hoops and send in paper work and money orders to receive them. You have 90 days to send in all of this info to receive your gift cards but no one verbally tells you that's what you have to do. Shady. I would not recommend this company. read more

Would you trust your family's security to a company that lies? ADT cannot be trusted! They misinform on contract duration's, (my rep told me it was one year, now i'm told it was three years---and oh wait--we want $150 to cancel your service after 2 years and 9 months.) Don't think this is a fluke either, they will do it to everyone..... read more

Do not use ADT. I have been on customer service hold for 7 HOURS and no relief in site. They need firmware upgrades in order for the system to work and did not plan and coordinate it appropriately. They have cost me so far $1400 in business ... read more

ADT is a terrible security service. I called to cancel my service with them and they told me I would have to pay $1,125.01 to break my contract which had just automatically renewed that I did not know about. They told me the only way to avoid paying this cancellation fee was to transfer the service to my new house, so I did. Then out of the blue, one month later, ADT withdrew the $1,125.01 cancellation fee. I was LIVID. I called them and between being on hold and going back and forth for over an hour everyone seemed like they couldn't understand what happened. I was asked the most ridiculous questions like, am I sure I relocated my services, which is easy enough to just look in the system and see. The customer service rep told me she put in for the fee to be reversed but I should call back in 2-3 business days to check on it because its another department that handles the refunds. I asked her why I would have to call back to check on something that was their mistake. She said because its a different department, sometimes the ball gets dropped and there's a chance they wont refund the money back to my checking account they sometimes mail a physical check which could take up to 30 days. I am still waiting for my refund. I am beyond upset. Not to mention, two weeks ago they randomly took out $9 out of my account. This is a very small amount, however it should not have been taken out. When I called to see why it was taken out I was told it was an "accidental charge" and that it would be returned to me in 3-7 business days. If I never caught this wrong transaction they would've just gotten away with taking random money out of my account. This makes two incorrect charges within two weeks. I would never recommend this security service to anyone. Even one star is to good for them. read more

My husband and I are new to ADT. We had our security installed in December of 2016 by Arthur Perfilio. We didn't want to spend a small fortune in security, but was pleased and taken in by Arthurs sales pitch. We paid $900 for installation which in my opinion is incredibly expensive for a $58 monthly service, however we wanted a top of the line security system so paid the fee. I called to ask a routine question and ADT did not have us in their system. Apparently an authorized dealer of ADT - Defender's installed our security and not ADT itself. Well come to find out we have had security monitoring since December of 2016. I am infuriated and feel incredibly vulnerable. We need our security system. We live in a high crime area and I don't feel secure in my own home without it. I called several numbers and the customer service department is rude and uncaring. It sounds like your employees are annoyed I am even trying to call. It seems Arthur did not send all of our paperwork to ADT which is why we haven't been monitored. I have someone coming out Saturday, but will be uncomfortable until then. I would say if you are going for a security system make sure it is ADT and not an authorized dealer that has to SELL your contract to ADT in order for you to be monitored. I will continue to call all the numbers I have until I am satisfied with the response I get. Caring would go a long way. Empathizing for someone else's problem would go a long way. I wouldn't have been half as upset as I was if I thought someone actually cared and understood why I was so upset. read more