I sold my house and tried to cancel my ADT service. It took 45 minutes. There is no option online in my ADT internet account, which I access with my password, to cancel my account. I called and was put on hold with an estimated 10 minute wait. After 7 minutes a message came online suggesting I use the Chat function. I opened the Chat function and said I wanted to cancel my account. The Chat function said it could not do a cancellation. I called back on the phone and waited 9 minutes. Then a person answered who said they could not find my account and without telling me tranfered my to billing with a 11 minute wait. Then they said I was due a refund and when I tried to give them my new address they transferred me to relocation which could not take my address for the refund. They tried to transfer me back and I asked then not to. I asked them to verify that my account would not be billed further and she said it would be but that she would cancel it. This company is FUBAR. If you don't know what this means look it up in Google. read more

STOP!!! DON'T DO IT!!! long story short. Their video recording is useless. If camera records a 30 second clip. It wont start recording again till after "4min"... example, if a car passes my house it gets recorded for 30 seconds. Then if I pull up to my house right after 30 seconds and someone shoots me dead. There will not be a recording because of 4 minutes of upload. So why bother having a camera with luck of the draw recording!? I had Xfinity at my last home. And they recorded everything 24/7. I didn't get xfinity because it wasn't offered in my new area. Now I'm going to cancel. Loose money. And looking into brinks. Smh. Waste of money!!! read more

I'd give a negative review if I could. Misleading and deceptive. They farm you off to a company called the Defenders which are dishonest crooks at best. They have untrained staff and will butcher your house. When you call with an issue you get disconnected. The love it or we'll take it out is not worth anything as they won't and try to keep you into a contract with a broken system. Don't believe the lie of $27.99 per month as it is a scam that turns out to be $52.99 a month. Just do your self a favor and RUN!! read more

Ever heard that saying " This is too good to be true"? Well folks, this definitely applies with ADT and their business practices. ADT is not who they say they are. They will send out a 3rd party company called Defenders and they will lie to your face. I won't go into detail about everything, but basically everything that ADT says in the original set up call, is the complete opposite. Please save your time and money and go elsewhere for your home security! You will be happy that you did! read more

The worse co I have ever dealt with . Liars , manipulative , they do not let you cancel the account . They rope off people by enforcing 30 days notice of cancelation. Someone should do class action lawsuit against this co . Biggest ripe off company I have ever dealt with . read more

HORRIBLE CUSTOMER SERVICE. Low quality equipment - still using technology from the 90's and their cameras are spotty. The app design on my phone is low-tech, and when my alarm gets triggered they usually wait AT LEAST a minute to call me. Also, their warranty is bad. They charge equipment costs that are inflated and labor fees. Bad experience - go with someone that cares about their customers and innovating their technology. read more

Worst service ever! I had my cars broken into several times when I moved in. They came to tell me they could help and that their cameras would catch any one coming up my drive way. Well what they don't tell you is that the camera has to wait 30 seconds before it starts recording and that you should ask the person breaking in to your house or cars to wait for a second so that our camera can finally catch up and capture your face. No one wants to help in customer service, they send you to 15 different people. Do NOT let them touch your home, you are safer without them! read more

Crap steal ur money even after canceling your service crap service for rural areas ur better off leaving ur front door unlocked and telling people u have crap adt seeing the signs from now on just means easy to rob read more

They double book appointments and do not give ample time to confirm it.Every Year there is an increase.Service sucks.

If you purchase their auxiliary equipment like "smart" bulbs, "smart" switches or water bug detectors for sump pump overflow the equipment constantly malfunctions and the staff are subpar in rectifying problems. read more

We just received a bill for over 800 dollars trying to cancel after 13 years of service. we have sensors fall off, camera charging issues and no service technician to fix our issues. called last week to cancel got bill this week called to discuss issues and over 2 hours on hold or transfer to next customer service agent and no one will help with the issues. never again ADT! I would not recommend this company for alarm service also had alarm go off at 5 am and not one person called me from this company! read more

The worst experience for our small business. 1) inconsistent customer service 2) cancellation is a nightmare, they have continued to charge us for service several months after our contact has ended, and we have sent them letters,made phone calls!!! 3) we feel they have scammed us for several months with out justification. read more

I just bought a home with an ADT system installed, something set the alarm off and I I had no deactivation code. Was kept on the line for half an hour and forwarded around only to be told they can't give me the code an additional 15 min later. Only given instructions on how to remove the battery. Couldn't tell me if I could keep my door chimes. The damn system detracts from the value of the property I think. read more

High pressure sales scam. The system is cheap and virtually useless but they pressure you to sign a contract that you are stuck with and can't get out of. You end up paying a lot of money for nothing. read more

ADT has the worst customer service. I have had a loud beeping noise coming from the ADT system for the last few months on and off. I have had techs from ADT come out to fix it and it starts up again as soon as they leave. Last night the beeping started and wouldn't stop. I called them this morning and they won't send out a tech unless I agreed to pay $300 (and it might be more) I told them its an emergency but they are still going to charge me. I have been a customer of ADT since 1990. Its nice to know they hold their loyal customers in such high regard. If you are considering a security system for you home or business don't even think about ADT Without customer service behind them you will not get what you have paid for. read more

When I moved into my home in 2019 a salesman came to my home that had been walking up and down the street in a neighborhood that has no soliciting signs. But they happily walk up to your house and knock anyway. So when you finally give them time they fast talk you and skip over important details. Long story short they locked me into a 36 month contract. I had no idea it was that long. All I got for 65.65 a month was a doorbell that records sometimes. Takes pics when nothing is happening. And a fire alarm . Also apparently somewhere on the contract it says ADT can raise their rates once a year. So I got an email reading g 70 dollars a month. Theu have lost their minds. I will not pay that for the horrible product I got..then they want you to pay a huge amount of money to get out of the contract. I do not recommend these big box companies that don't care about the customers. I live in a Military town. Why would I lock myself into a 36 month contract when most people are only here 2 years? CROOKS! DISHONEST! BAD PRODUCT! I absolutely don't recommend them to anyone. I can't wait to get another security company. read more

Worst company ever please read the reviews before dealing with this company everything people are saying is true. System was always in fault mode so you couldn't never set the alarm. When tech would come to fix it the system would go back into fault mode the next day. ADT expects you to pay for a service that doesn't work or spend your life waiting on techs to come and do nothing while they charge you for a system that won't protect your. Don't give them your banking info or credit card info!!!!!!! They will steal from you just like someone breaking into your home when you have a ADT system. When we moved into our neighborhood 90% of the homes had ADT signs in the yards now it's not a single ADT sign!!!!! All have dumped ADT!! I wish I would have did my research before I got ripped off by ADT!!!! And the service when you call them is terrible it's if all of their employees have preschool degrees!!!! read more

Have used his guys for years. Unfortunately as an organization, they are very disconnected... where one department rarely knows what the other department has done for you. The last time I upgraded my alarm system and security cameras, they accidentally canceled my account and created a new one. Then they charged me for early cancellation. Also, most of their employees seem like they are brand new and rarely have information that is helpful, at hand. read more

ADT has absolutely terrible customer service! I have used ADT since 2012 and haven't had too many problems up until now. My family recently moved to a new home. We decided to go with Simply Safe in the new house because it was easy to install and less invasive to the walls and way more affordable. I called a week ago to cancel service on the old house. I paid what I thought would be the final bill and that was that. Then I went on the website today and used the Chat option just to confirm my cancellation. The person confirmed and I asked if there was any outstanding balance. They told me it takes 30 days to cancel and I would have to pay until then. So I am still paying for service when there is no service being given. Why in the world would it take 30 days to cancel something. Somehow other companies are able to cancel a service immediately and not continue to charge for services not rendered, but ADT hasn't figured that out apparently? It's a ridiculous money grab and absolutely unethical. I expressed that this is a ridiculous policy and the chat person got nasty and snarky with my. She actually put in print... "I am sorry that you feel that way. ADT is a company and the company has policies. One of the policies is that ADT requires our customers to give the company a 30-day notice before cancellation. That policy will stand". Yes I am aware that ADT is a company and companies have policies. I'm not idiot and I don't appreciate being spoken to like an idiot. So, I hope ADT feels good about being a big tough guy and having zero customer service skills. Because I was a long time customer and I will never again give this company my business. And I will shout on the highest rooftop for anyone to hear that they need to beware if they plan to do business with them. I would not suggest it. First of all, it's an unethical policy when you are charging someone for services not rendered. Which in turn, makes ADT an unethical company in my opinion. Second, they were nasty and rude and terrible at customer service. read more

Do not use this company ever. They supposedly were monitoring our alarm and charging us for the monitoring every month for ten years. When a technician came out recently to update the cell battery he tested the system and told me there was no actual connection to the ADT monitoring center and they couldn't have been monitoring my alarm for many years. When informed of the issue, ADT refused to offer us any apology, refund, discount, or any other attempt to make this fraud /scam better. We paid them almost $4000 over this time period for no monitoring what so ever. Do not use them. There are other companies out there that provide the same service and won't cheat you. read more

I will confirm what others are saying, its expensive, temperamental, and they lock you in a 3-year contract so the customer service is really bad, especially for how much you're paying them. If you ever sell the house, they make it almost impossible for you to transfer the account to the new sellers. AVOID. I've used ADT at multiple properties for years. my latest contract is ending with them in a matter of months/days. I am counting down the days. Right now there are MANY competitors that have no contract situations. I had several bad situations while with ADT, including being broken into and the local alarm went off but it did not notify us on the app NOR the police. ADT did nothing and had no explanation. And they had very little to no incentive to address the problem (possibly because I was locked into this contract). Bottomline: with some much competition out there that requires no contract, avoid ADT. I've attached photos of the break-in in which we (through the app) NOR the police were not notified about the breach. We fixed the window but still feel very unsafe because of this system failure and no effort to explain or address it (horrible customer service). read more

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DO NOT GET ADT!!! When you have service that does not work after 9 months and have had over 6 technicians come out to fix it and you request to cancel your contract without paying termination fees, ADT will give you the run around and their supposed vendors wil not return calls! They have the worst customer service EVER! read more

ADT has been very slacking in their service. One time I received call that the alarm of my house sounded off when I was away. The representative actually told me that he tried to call the police but could not get a hold and told me the continue to call the police until someone pick up. A few year until recently, I noticed a slight increase in my bill of $6. The sale person set up the system for me promised me that the bill will never increase. I called and they were able to reduce it. Sketchy. Fast forward until a couple months from now, I changed to another security service. In a way to persuade me to stay, they said they can lower my bill to 29.99 per month from 57.73. This means I was overcharged so much for the entire time I stayed with them? Super Sketchy. Now about the cancellation part, I called to cancel on 5/14. They said there is a 30 days cancellation policy so I'm still being charge for the month of June, but they charged the wrong amount. So I called 2 more times and was ensured that the credit amount will be refunded back to my credit card. I waited and waited and nothing came, so I call again for the fourth times. The two ladies account manager and billing department (Whitney) was able to help me understand the billing part and actually have to initiate a Refund Request (they promised to send me a check this time), which the previous 3 representatives never did. They also helped remove the Autopay from my account so that I don't get charged again in the future months since my service is already cancelled, another thing the other representatives never did. Dysfunctional business process!!! How many time a customer needs to call to get a simple request done?!!! Now that I'm gone, I will never go back. I will also advise all the people I know to never deal any business with ADT. read more

If I could give zero stars I would. I was charged more than originally told I would have to for my monthly fees, the doorbell camera that was installed works sporadically and when I called to have them change it they said I had to pay more for a new camera that was a different brand and then pay a monthly fee for a new app I would need. I highly recommend that NO ONE uses this company. After you pay for all the initial equipment it is hard to justify switching to a new security system right away. I am just dealing with them for as long as I can until I am fed up and have the extra $$$ in the bank to switch companies. The 8 times or so that I called customer service I was switched to a minimum of 3 people - each told me something different. One time I was transferred 5 times and still nothing was resolved. So so soooooooooooo unorganized and no communication between different departments. read more

DO NOT SIGN UP WITH THIS COMPANY. I don't write any reviews but signing up for ADT security was the worst customer experience I've ever had. Essentially - 1) They came to the house and tracked mud everywhere 2) Completely trashed the section of my house in the basement where the previous security wires came in. They ripped the box off of the wall, cut all the wires, and left the previous box and cables strewn everywhere with a bunch of garbage. 3) They installed a doorbell that doesn't fit on the area where it was mounted and I was told - "That's the only one we have on the truck. That's why it looks bad." 4) They installed a system with a dead battery and it beeped NONSTOP for the first 18 hours or so. So, I couldn't sleep after they installed it. 5) The system didn't even work. It won't do anything. I called to complain and they said that it works fine. I just don't know how to use it properly. I was very upset at this point as it was over a week after the install and I argued that it shouldn't be that hard to understand that a doorbell doesn't work. She said that the doorbell is only supposed to notify my phone. It doesn't actually make any noise. That is really stupid. Especially since I was told that my system doesn't connect to my phone... even though it's "the latest system" and the ADT Pulse commercials advertise differently. Everything is mounted crooked and sloppy. I think the installers were trying to race each other.... I'm not sure. But, to have them come out here and fix it, it's $65 /hour. I have zero intention of paying any bills from them and I'll likely sue them. read more

I was given much cheaper monthly rate before installation. The gift card never mailed and the they said it's expired. Endless waiting on phone. Don't waist your money. read more

This place is a joke ... the guy that installed our system sold us a camera for inside that we paid a extra 300 for but we were to receive a 300 visa gift card that still hasn't arrived ... the key pad says all doors and windows are open and dings all the time with no window or door open... I called them to cancel cause the installer told me and my wife we could anytime with no fees when I called them they told me it was 1,436.65 to cancel my service because we singed a 3 year contract... we got no paper work and was lied too... getting my attorney to sue them as I type this ... read more

We have had an account well over a decade. Something beeped, I called and a person came to change out the battery. This person took less than 30 to do the change out. My bill for the labor alone? 398.00 I am currently on the telephone to cancel this and they are stalling. read more

We do not recommend trying to do business with ADT unless you really don't care how many times they mess up your billing. Customer service and the billing department must reside on different planets! We were with ADT for almost 10 years and in retrospect the service was not worth the monthly fees. Over that time we experienced one problem after another with their billing services. Because of ongoing issues we three times tried to cancel our connection with ADT and three times we foolishly fell for their promises of a new less expensive, more streamlined contract. Long story short ADT repeatedly failed to hold up to their promises. Finally we figured we'd officially cancelled and now ADT is trying to get more money out of us by EMAIL while at the same time a rep has telephoned us to offer yet another "deal." read more

My mother passed and we didn't have the password to her alarm system. Brinks was impossible to get a hold of there was no service agent in the area to reset the alarm. being out of town, I was able to cancel Brinks with no problem and decided to use ADT. Low and behol, her house sold in 6 months, and because the account was started in my name and not my deceased mother's name, i still owed the balance on the contract. My advice, and that of the agent who I tried to explain the situation to, was don't use ADT or a company where you have a contract! read more

BE AWARE OF HEFTY CANCELLATION FEE!!! 80% of remaining contract!!! The contract is THREE years!!! I admit. I assumed and did not read the contract carefully. Still, the sales rep never mentioned it. Also, tel rep strongly suggested to leave the equipment at the premise when I leave, even though she said ADT will never pick them up. The reason? According to her, if the next security company trys to utilize it, ADT will charge them hefty fee. Robbers disguised as security company. read more

My install never worked right but ADT performs perfectly when extracting their monthly fee! Stay away

I have been very loyal customer for over 3 years. I needed to cancel and got transfered to all different depts and still haven't canceled my service. Very unprofessional. I'll continue my complaints every where we I can. read more

Was on phone an hour and 35 minutes to speak to a manager only to be told I'd have to leave a message. As suspected, they lied. No call back. Next time we but a security system, it will be local. read more

I wish I had done more research and NOT chosen ADT but now I am locked in a 3 year contract. I am counting down the days until I can cancel. First and foremost, ADT uses sketchy tactics to lure you in such as cheap rates but do not fall for it...you will never get it since once they come out they will say the rates don't apply for whatever reason they can find. Second, my doorbell camera worked at the beginning then quit working and has not worked for almost a year now. When I call customer service, which is very time consuming, and actually get a person to speak with, I always get the run around. A tech came out once, it worked for a few days, then stopped working. Don't bother filling out the on-line support form which I did several times...no one gets back to you, what a joke. I also have had issues with billing. They promised to lower my bill yet I had to call five times before this ever happened. It's been one issue after another and no one cares about the customer. Horrible company. Buyer beware! read more

We have had ADT for over 30 years and they use to be a good security company but NO more! Awful! They conned us into buying a new system with promises that it was better and would save us money. It was a total lie. They sent out a temp worker who didn't know what he was doing and spent all day at our house calling his boss for help a dozen times. Our door bells don't work properly after he installed it and now ADT says they can't be fixed. I use to have a panel in my bedroom but with the new system it doesn't connect so they said I am out of luck. I just learned they never told us we are committed to a 3 yr contract (small print) or we have to pay the rest of the contract. Now I have a problem and ADT can't come out for 3 days! If you are looking for a reliable, honest security company look some place else! read more

Senior Executives at reputable companies welcome customer feedback and use this information to: 1. Improve the quality of their products and services 2. Improve the underlying people, process and technology 3. Strengthen the partnership with the customer by becoming a trusted advisor 4. Make doing business with the vendor as easy as possible by establishing balanced and mutually beneficial terms and conditions 5. Demonstrate integrity and urgency by establishing and meeting firm dates for completing corrective actions and other customer deliverables. ADT IS NOT A REPUTABLE COMPANY. They are not interested in customer feedback and when received, it is not used to achieve any of the above listed service improvements. ADT's senior leadership including the CEO simply ignore direct communications from customer executives. Reputable companies retain customers by providing high quality products and services resulting in high levels of customer satisfaction. ADT's customer retention relies upon the use of egregiously self-favoring, long term contracts that severely penalize early customer terminations. As an example, Limitation of liability is mentioned 34 times in a 10 page contract from ADT. Limitations only apply to them and are not mutual. ADT can terminate the agreement for any reason at any time. Spectrum's only way out of an ADT contract is to pay all associated payments due over its life. As the Chief Information Officer at Spectrum Health Systems (Addiction treatment) I spent ~2 yrs. trying to get our local ADT account team to address chronic, severe and ultimately life-threatening service failures (See attachment for details). We outlined our service specs and educated ADT on fundamentals of service management with absolutely no improvement. What's worse, our ADT account executive SHOWED UP DRUNK to a meeting at our inpatient rehab facility. Yes, drunk in front of clients struggling with substance abuse The 2 years of ADT failures placed Spectrum's patient/staff safety and regulatory compliance at unacceptably high levels of risk which triggered a formal, internal vendor performance audit. The audit's primary recommendation was to replace ADT with a competitor. These results along with a request for release from remaining contracts were reviewed with ADT's regional general manager on 9/20/18. The regional GM referred Spectrum's contract to Nicole Green, Executive Customer Relations Manager, from ADT's office of the CEO. Ms. Green promised an answer in 2 weeks, then cancelled our meeting without rescheduling or providing a status for 5 weeks. The local ADT team was also unable to get an update from Ms. Green. Thus, after 5 weeks of waiting, Spectrum emailed ADT's CEO, Jim DeVries on 12/11/18. 18 days have passed and as of 12/21/18, Mr. DeVries' office has provided no formal answer or acknowledgement of this message. We did finally receive a message from Ms. Green on 12/17 saying request is still under consideration and Spectrum would just have to wait. No mea culpa from ADT, no decision, no timetable for decision. Today is January 28, 2019. Six weeks have passed since Nicole Green's most recent communication and it has been 16 weeks since our original request for release. See attached vendor scorecard showing how ADT has failing grades are virtually every sub-criteria. It is important to note that ADT has not objected to any of the documentation Spectrum provided showing the specific examples where ADT failed. Spectrum is a not for profit business with limited resources. We gave ADT 2 years to take corrective actions to address the various failures and to better stand behind their products and services. ADT elected to not take any corrective actions and two years later, the safety of our patients and staff remains in severe jeopardy. So does our ability to remain compliant with DEA security requirements. Spectrum has been a client for over 15 years and has spent well over $1 million dollars with ADT. We are on the front lines in the fight against the national Opioid epidemic and ADT has put our mission at risk. ADT could not care less. Spectrum should be released from our existing ADT contracts and allowed to ensure we have adequate physical access control technology and services to ensure patient/staff safety and regulatory compliance. read more

Worst customer service - and I am trying to sign up for service! If this is how they treat new customers, god knows how they treat existing people. They have no respect for a customers schedule - people don't show up for appointments and you will be knocked around between 5 different teams before you get to speak with someone who can maybe help. read more

I have been ADT customer for as long as I can remember. In January we were selling our house and called ADT to cancel the service from 01/30/21 and ADT Customer service representative confirmed that the service has been canceled but I am still being charged $35.67 every month for no reason. I have been trying to call customer service but I have been given workarounds by various customer service representatives and sometimes they hang the phone after keeping me on hold for 15 minutes. I just want credit for the last 5 months and ADT to stop charging my Credit Card. This is the kind of service you get after being their customer for 10 years :-( read more

Horrible Company!!!!! They are a total scam! I cancelled my service and paid $943.22 to do so. They continued to charge my credit card for 4 months. Every time I called to complain and ask for a refund I was on hold for over an hour and a half. They then proceeded to tell me that they can continue charge me the monthly fee! 6 calls later now I should be receiving a refund of the illegal charges. I will let you all know next month if I am charged again. Word of advice stay the hell away from this company. read more