Worst customer service ever. The panel that should close to cover the key pad has been broken since it was installed. When I had a battery go out they sent me the wrong types of replacement battery three time. Twice with no instructions. I have set off the smoke detector on three occasions and they have never responded. I have asked four times for them to send proof of coverage to the insurance company that would give me a discount on my homeowners policy if they would simply fax the information. Their average wait time to answer a call is over 20 minutes. They put me on hold and never return to call or simply hand up two out of three calls. read more

Sales rep lie lie lie! no free cameras as promised & the supposed "$850" system was 1 motion sensor & 2 door sensors but if I wanted all my windows & doors protected it would be extra... what a scam! Don't trust ADT!! read more

Guess I should've read the review before I got roped into this scam. Worst customer service ever, totally incompetent sale people. Supposed to have 2 alarms installed, one successful. One never installed, no call about appointment window, installer just shows up at 8am on Saturday at a business that doesn't open until 10. Never returns a call all day- then charges my account for the installation fee. My call to customer service: "You never installed my second alarm, but you charged my account the money?" Oh sir, I don't see that in my records, I'll have to contact the lying installer for their word. "So I'm the customer that owns the unit, I'm telling you nobody ever installed the alarm" I'll have to get a case started on this one sir, I can't verify the work was never done from my desk. "So mr supervisor, what can you actually do??? I want my money refunded by the end of the day of I will elevate this to the next level. " I'll have to call you back. Great customer service. I am now changing my bank account information so they can no longer steal any more money from me! Theifs, liars, scam business, how will BBB like to hear this string of events. Go to Bay Alarm, very nice people. Friendly and how about this one....knowledgable.! read more

I've ADT system installed at my store, when burglary happened to my store alarm didn't go off but video clips did capture all the actions (because motion sensor detected the movement) 20min later police arrived (call by one of homeless people just happen working-by and see all the actions) when police walk into the store alarm went off...so ADT call me there's burglary alert... next day I call ADT to find out what happen and why, the agent insisted the alarm did go off at later time and keep urging with me noting wrong with system (because it go off and send alert to me....) after more then 10 minutes explain to her, she finally agreed to send technician come to check out...what kind crappy system... my suggestion is DO NOT use ADT...you will be sorry in your later life. Hi Andrew, Thanks for your attention I'll email you my contact info tomorrow. read more

Bait and switch is a morally suspect sales tactic that lures customers in with specific claims about the quality or low prices on items that turn out to be unavailable in order to upsell them on a similar, pricier item. It is considered a form of retail sales fraud, though it takes place in other contexts. I was told when I called the 800 sales number that I wanted a system that will work with my smarthome system and to be able to control it with my app and I wanted two glass brakes and 3 door sensors and fire protection, The sales rep. told me that was no problem and asked for all my information which I gave him. He then told me that I qualified to have the install fee for the $65 a month till the price of the system and installation was paid off then it would be $45 a month. The tech was supposed to be onsite at 9am.. No showed so I called and I was told he will be there at noon. I had to leave to go to work so my 23-year-old son stayed at the house for me waiting for the tech. Tech showed up around noon and my son called me so I could talk with him, I told him what I told the sales guy and got off the phone. I traveled for work so when I came home 3days later I found out that.. 1) The tech was onsite for 4hrs and had only installed 3 (Lic them and stick them) door sensors and one smoke detector and that was it. 2) Then he charged my wife CC $290.23 for the install. instead of the $82.99 at the time of install. So was gone for 3 days at work before I found out about all this and when I called to get answers I was constantly passed around 8 different times(Had to explain the whole story every time) then was told that I would have to pay extra for the ADT connect and the glass breaks and an additional install charge and NO ONE could explain to me why my wife's credit card was charged $290.23. So I got to the point where I just said to cancel it and come pick up the equipment from the front porch, the guy I was on the phone with said ok let me transfer you to contracts. I was put on hold for a second and was hung up on. I was furious at this point I was on the phone for a total of 1hr and 23mins. I then called back to 1800 238-2727 and started the process all over again but this time I got Emmalee H. who helped me with some questions and then I was put in touch with Mariah S. who helped figure out what happened and set me up on a contract (seeing the original one was not done correctly) and got me squared away with a new appointment to have the install corrected. At this point, I am now at 3hrs and 45mis of my time to get this resolved and am still working with Mariah S I will be leaving it at one star for multiple reasons but I give Emmalee H. and Mariah S five stars for customer service. I will also be using this example with my Customer care team at my office as a good training opportunity on what not to do. PS. Mariah S and Emmalee H. if you need a job I'm always looking for good team members.. Just saying. Update 1/20/21 Not only have I not heard back from "Carla" but they have not credit my wife's credit card the $280 and on top of that as of this morning ADT has just charged an additional $475.50 to my wife's credit card so we are up to $765.... For a system that's not even installed properly. We have reported it to the back as a fraudulent charge and are contacting the BBB. And that's what Carla said... Reply from ADT A day ago Hi Jeff. We are sorry to hear of your experience, and we will be happy to assist you. Could you please email us the full address and telephone number associate with your account along with a copy of your review to alwaysthere@adt.com. Thank you, Carla read more

I had just received the adt bill after I canceled service with adt due to no moving and no internet service were I live. They did not care even to know I was just working 10 hours a week. I got every payment deducted from my card even after canceling services. read more

ADT has subcontracted company TEK Systems and one of the contractors came to my home to do some work and damage my Dry machine.. Now neither ADT nor Tek System was to be responsible.. avoid using ADT company. read more

Very disappointed with their 3rd party business relationship. They company that came to explain the product and systems promised us the new role out cameras after we signed the contract. Now we are having to chase them around to have things resolved. 1 Unfortunately our experience has been epic fail Unfortunately. ADT take care of your customers that should be a simple thing to do. !!! Canceling our contract. read more

Terrible customer service, pain In the butt to cancel. They say you cancel the service within 30 days with no obligations and lie to your face that they never told you that and it's actually 3 days to cancel. Will never ever recommend or have ADT on any of my homes. They are LIARS!!! read more

ADT is not worth the money or the aggravation. I am too exhausted to get into the details, but it has been just a bad experience. A better alternative is to go to a smaller local company, where service Is just not a line of bull! AB read more

I moved out of my house on Nov 15, 2018 and told ADT. I have still been getting monthly bills every month since then, even though I have sent emails, proof, etc]. ADT is like a cancer that you can'r gets rid of. WATCH Out! read more

0 stars ,0 customer service , ADT was a big headache for me and my family , feeling not secure at all

I would not recommend ADT they are a terrible company. Their customer service is zero I called today. I've been trying to cancel my contract for two years after a contract on another house that I moved from and was told I couldn't take any of the equipment that I purchased because it belong to that house then I got suckered into ADt blue because other than I would've had to pay a lump sum to get out of the contract from the other house so then once they gave me the ADT blue and I moved. They restarted my contract and I've been trying for two years to get out of it. They won't let me out of it they keep telling me. That I have to call again during the week because today was a Saturday and they can't cancel contracts on the weekend but I need to call by 8 o'clock in the morning otherwise you will not get through to anybody. I press the button one for them to call me back so I don't stay on hold all day. Nobody calls me back they won't let me out of my contract and they won't cancel my contract without me paying a lump sum. I disconnected all of their equipment six months ago. Haven't even used it but still paying monthly. Nobody seems to recognize any of my calls when I've had problems with the equipment they keep telling me that my calls I've never called before. This is a horrible system. If I could give them a zero, I would give them a zero star would never recommend ADt to anyone unless you would like a lifetime. Commitment read more

Tim Cosby, ADT Nobody knows security like Tim Cosby with ADT.Tim is very knowledgeable, professional, and helpful. We recently purchased a security system for our home. Tim took the time to explain all of the options and was never pushy. Tim took the time to meet with me at my office and coordinate the installation with my wife.Thanks, Tim Rick Fuller read more

I would give zero stars if possible. terrible customer service, I am placed on hold for at least 15 minutes ever time I call, then transferred from department to department because no one knows any answers and then am disconnected because they say they can't help me. I am moving and wanted to know the fees for canceling service vs fees for relocating the service to my new home vs having the new owners take over my contract. They told me I couldn't find out how much it costs to transfer until I install and activate the new account. Complete scam. I will never again use this company. Horrible horrible horrible. read more

I would give -1 star if I could. I have been an ADT customer for 20 years. I will be leaving them. I have 1 personal account and 2 business accounts. Their customer service is absolutely horrible. Today I logged into my account and found they were still billing me for my account at my old address. I dealt with one polite woman in customer service "Diane", she then held with me and connected with account management. I spoke with the woman in account mgt. and the call was disconnected. (No Call back) I called back again, on hold, connected with account management and was again hung up on. As frustrated as I was I remained polite during both calls. Needless to say I will be cancelling my service. They don't know about the other two commercial accounts in my wife's name. They will be losing them as well. Do yourself a favor. Use any other company just not Brinks or ADT (ADT BOUGHT BRINKS). read more

Worst 4 hours with representatives that wouldn't solve my problem! Turns out i never agree to a "voice contract" and after multiple attempts to cancel my service they said I had to pay a fee for cancelling " a contract" I never agreed to! Took me 4 hours with 14 representatives to get someone to cancel my service! I had no problem with waisting my time if I had to take them to court but i was not wasting 1400 on something I didn't even agree to. Never again will I be their customer after all the lies that they made to keep a client!! Unacceptabl!! read more

So far play back on cameras doesnt work, they are expensive, say uouget free stuff but pretty sure they are jacking you. Today they no showed for camera fix and an addition to system. Waisted an entire day waiting. Have a 2 year contract, wont be renewing it. Calling them is impossible to get ahold of anyone. read more

Do NOT get any sort of security services with ADT!!!!! They tricked me into signing another 3 years just because I moved to another unit in my building! read more

Please make sure you read the full contract before ADT install your system. They may tell you something different from the contract and now you are stuck with a 3 year contact. ADT only allows you to see a small portion of the contract. They provide the full contract once your three day grace period is up so they know you are stuck with the contract. Buyer BE Beware: Please do not pay anything nor allow them to install your system until you read the full contract thoroughly and if they can't provide the full contract then that should be your red flag. Remember ADT only allows you to see a portion of the contract and then later after three days provides the full contract. I was not a happy customer with ADT. read more

ADT has terrible customer service. Their equipment was faulty and outdated. Their technicians lack knowledge, excuses for equipment not working were made over and over without resolution. Upon attempting to cancel I was quoted several different buy out fees for my contract (which the new company I have for security has agreed to pay....I just need a buy out bill!). Getting a final bill was next to impossible and they continued to charge my account after they had been told to send a paper bill. Two months later I am still waiting for a final buy out bill and my account is still being charged a monthly fee, of which I am having to dispute with my bank. I would NOT recommend ADT to anyone ever! I would give 0 stars if that were an option. read more

ADT is one of the worst companies I have even dealt with. They are right up there with DirecTV. This is the second time they have raised my rate without notification. Both times they pretend they sent a notification. This time I had enough and cancelled my account, so they placed me on hold for 20 minutes and then kept trying to giver me a lower rate. When i refused they immediately became extremely rude and would not even listen to a word i said. Do yourself a favor and deal with a reputable company. read more

Don't bother! Next to Spectrum, ADT has the WORST service we've experienced! Today, after holding for 20 minutes, a customer service rep finally answered my call. In between juggling her crying child and dropping the phone, she attempted to give me 'codes' to input on my panel to test my system. THREE times, she told me to do the SAME thing -- because she was so frustrated with her BABY! Before she could tell me the next step, it sounded like she dropped her phone AGAIN, but this time, she disconnected the call. Now, MOST halfway-intelligent people would CALL BACK the customer WHOSE INFO is right in front of them, but NOT this useless woman! So, I called ADT 'again,' and held for more than 20 minutes, THIS TIME, for a guy named Withdellist to finally answer. Once again, I went over the details with Person #2 -- but because I was fed up with ADT by this time, I told him I wanted to CANCEL the service (that I've paid for since the early 1990s!). Well, even THIS is not easy with this pathetic, gypsy company! I've NOW been on hold for 42 MORE MINUTES for the 'supervisor,' the ONLY person who, according to Withdellist, can cancel an account, to pick up the phone. Frankly, ADT is a waste of time & money -- absolutely USELESS. And THESE are the guys we want MONITORING our systems in an emergency?! HA! RIGHT! WHO has TWO HOURS of time to waste to CANCEL the lousy service that they're ALREADY PAYING FOR?! The President & CEO of ADT makes over $9million annually in compensation...perhaps ADT can spring for a few more customer service reps to KEEP THE CUSTOMERS WHO PAY SUCH AN OBNOXIOUS SALARY! (*As for me, I'm DONE with ADT.) read more

Horrible customer service. I spent over an hour on the phone with them trying to close my account and make sure they had proper name and address for the remainder of my contract refund to be sent to me. I was transferred 5 times and still didn't get help. I got a bill for cancelling my contract even though they said the contact would be forgiven if someone signed up for ADT at that address, which they did!!! I tried to call again and tried the online chat and nobody ever helped me. DON'T USE THEM! read more

PLEASE DO NOT SIGN WITH ADT!!!! This year we made biggest mistake to switch to ADT, we thought we were getting better deal. we are paying 3 times more than our previous security provider for same services. Their flyer is really misleading. The representative and the person who came to install the system made mistake in the contract, ADT had our card number. They charged double the amount without our knowledge. Fortunately, the card company returned our money. ADT agreed that they made a mistake and wanted us to sign new contract where we had to pay more money. We refused. It is one of the worst company to work with. In October 2019, we entered into 3 years contract with ADT. We are stuck with them for three years. if anyone knows how to get out of this contract, please let us know. read more

I had to leave during the installation. The installers left locked doors they "secured" unlocked, including one main door not even closed, on an icy day. When i returned, this was standing wide open. Central heating was trying to heat the skies. The carbon monoxide sensor was not working. The installation of a motion detector was nonsensical, according to a second installer who came after two days of the carbon monoxide sensor warning going off. He said he needed a lot of time to bring the system up to speed. He could not schedule his own return, asking me to make the appointment for him. It turned out that ADT had farmed out the installation to "Protect Your Home", another company, and therefore ADT could not schedule the completion at all. Meanwhile, Protect Your Home does not , apparently in principle, schedule completion. When one calls, one is put on hold, and then the call drops. If one persists, calling over and over again for several days, someone finally may come. I haven't gotten that far yet. Extraordinarily sloppy operation promising "security"! I deeply regret not having read other, similar reviews before hiring this service. And yes, they do try to sell you equipment you don't need. read more

I divorced and simply wanted to take my ex-husband off the security/camera monitoring because he was basically stalking me and entering my home without my permission. I have been calling ADT for eight months to remedy this, been on hold for literally hundreds of hours, transferred (not my department). Finally, 7 months later, after threatening to cancel and file a complaint since they were basically putting me in physical danger, they sent a technician out to change the system. However, now they are charging me for two accounts. I called twice again last week (on hold more than two hours each time), and then transferred again. They still have not, nor does anyone seem to know how to fix this. Honestly, this is the worst customer service and I am ready to file a complaint with the BBB and the FTC. They allowed an unauthorized person in my home for seven months, when I called constantly to change, and they call themselves a security company? They have yet to resolve this issues 8 months later. Worst customer service I have EVER experienced in my life. read more

Extremely expensive. In the past ADT manufactured their own equipment making them stand out from other companies. That is no longer the case. Their monitoring is 3 times as expensive as other companies and you are tied in for 3 years. You have no "outs" when they raise the fees during those 3 years (unless you complain in writing, but no address is readily available). The "contract" is heavily weighted in the company's favor. Please do not use ADT. There are many other companies offering equal product at much lower prices. read more

Moved into house with ADT security system. A few days later ADT alarm started and could not be stopped. The previous owner's subscription expired. Was considering using ADT until the customer service rep and supervisor told me they would not tell me how to stop the alarm unless I subscribed to ADT first. ADT coercion was an automatic turn off for me. I will not work with a company that considers blackmail an acceptable business practice. Now I just need to get them to stop sending mail soliciting my business. read more

DO NOT USE ADT. It's easy to sign up, they'll send you shitty technology to install yourself, sign you up for a 36 month contract and when you move and need to cancel, they'll answer the phone and say "we hope everything has been ok throughout the pandemic", but we actually don't give a shit because you owe us the entire amount of what is left on your account. You try to call and cancel your account and they kick you to so many different departments and don't call back. I never write Yelp reviews, but screw ADT. It has been that miserable of an experience. DO NOT USE THEM. read more

I DO NOT RECOMMEND ADT! I was a loyal customer of ADT for almost 30 years. No big problems, but then we never had a break in (we also never put signs in our windows or yard). And then I tried to cancel our service and the problems began. It took 4 months, many phone calls and the run-around and mis-information they gave me was equivalent to being scammed. I'm still not sure I won't get another bill from them, but I can assure you I will hand it over to my attorney if I do. DON'T EVEN GET INVOLVED WITH THEM TO BEGIN WITH!!! read more

We have been Adt customers for 11yrs., and decided to upgrade--adding outdoor security cameras and indoor sensors. First, we applaud our outstanding customer service representative, Nicolas, who was wonderfully patient with us as we pondered which security package we wanted installed. During installation, he even stopped by to see that everything went well. Secondly, our installers, Brian and Andrew were phenomenal! Both were professional, worked diligently, and protected our property while they worked. Any questions we had, they answered. All three Adt employees were careful and adhered to proper Covid-19 protocols-- making us feel safe and comfortable. We are extremely pleased with our new security system and sensors. Thank you, Adt! read more

I worked with the sales manager on the phone and asked lots of questions to verify that I would be receiving everything I needed. I was told that $2000 was more than what I would need and that a fee of 27.99 per month included the app that would allow me to turn the alarm system on and off. Not even close. I was quoted $5000 and $53.00 a month. We removed the fire system and I agreed to $3500 after several hours. The system was installed late on Friday. I called on Monday to inquire about the Visa card and after spending 20 minutes on hold I spoke with someone that could not help and seemed to be OK with the deception. Then I had to call the cancellation department and be placed on hold for 40 minutes. You can't even speak to anyone about the deception. If you do you loose the ability to cancel your contract, since they take 24-48 hours to call you back. read more

Worst customer service EVER. Unfortunately I'm locked into a contact but as soon as it's done I will NEVER EVER USE THEM.

Absolute trash customer service, called to cancel my service and was berated and threatened by the agent on the phone. He basically said without their services i would be open for anyone to burglarize my home, including him then said im a fool for canceling. I have never been so angry with a company, If i could give a zero i would i will never give this company another penny. read more

absolute worst customer service. I should of read reviews first. The salesperson told me one thing and was only going to be a monthly charge to take over existing security system. Installer said that would not work and charged me for 10 new cameras. Because I was not on site the installer said his placement of cameras were the best place. My employee told him exactly where I wanted them and what do be covered. Installer didn't listen and had to come back. because of holes in the wall and ceiling he had to add 2 more cameras and I had to pay for them and for monitoring. Today I was placed on hold 4 times each time waiting 10 minutes to get redirected for another 15 minute hold. I was told technician would be here about 9am. At 11am I called to be told I would have to wait till 4pm. The tech got here early but he said part would have to be ordered and unknown when they would get part. Absolute worst customer service and my system is down. fortunately my buddy works for local PD and does his reports in my parking lot. read more

Do not use this company. They do not show you the contract, do not allow you to review it, and hold out an iPad for you to initial small lines. They do not provide any services, they cause property damage and do not repair. They do not disclose that their contract is with a contracted company. read more

An ongoing problem with my alarm/security system. They sent a tech out many times in the past 8 months. Told me no charge this is the 2nd time they did this. They have been trying to fix my system for 8 months. All they keep telling me is I need to upgrade my system. Full disclosure when the system is installed you should state you need to replace it every 5 years. Debited my account for 70.00 without my knowledge or consent. This was supposed to be no charge. I want my money back and I want to understand how a company such as them has the right to go in and take money without permission When I go on line it asks me if I approve the transaction. That means I have to give permission. Now I have to wait till they get good and ready to return it. They clearly need to be charged with stealing money and taking advantage of a senior citizen. They need to disclose if you put your account on their website to pay a bill that they can go in any time and take whatever money they want. I now have to wait 5 days or more to get my money back. So now they are giving me 2 months credit. They are giving me nothing I now have 60 dollars in bank charges that were incurred because checks bounced due to them taking money they were not entitled to. I am on a fixed income they have left me with no money to eat till the money that they took is replaced. read more

I have never wasted so much time trying to spend a few thousand dollars buying a service - this company sucks! .... Spent 3 hours setting up an install asking for specific sensors. They did not show up, called to cancel the 8-12 appointment close to noon. Spent an hour rebooking and reconfirming the sensor order. Second day taking time off work. The tech shows up at 10:30 and they sent him out with the wrong sensors. Her informs me that I should have been handled by a different group when I called (nothing about this on the website). He also tells me that my system needs to be adjusted, a topic that is not covered on the website that I asked about on each of my hour long calls. up without the right sensors. Took all day to get the right equipment, guy was at my house until I had to out the kids to bed. Job was not finished. I called back (another hour) was passed around and had to beg to get them to schedule another appointment that was not weeks out. read more

Horrible experience. Bad service. Deceptive tactics. Installer tried to install a 24v video camera on a 120v circuit. Installer fried the video doorbell stated video doorbell couldn't be installed and that my transformer blown. The installer redid the contract credited a nominal amount and said call back once electrician fixed the connection and we will install. Electrician said installer was not qualified to work with electrical circuits. Installer should have tested circuit before attempting to install doorbell video camera. I called back ADT has informed its more than double the cost credited to install the video doorbell bc it's a sales add on. No one explained this to me and I have been deceived by ADT. It's been more than one week still no doorbell so I have been left in worse position than before I installed this alarm. Caveat emptor. Don't agree to contract go with simply safe or blink system. Have spoke. To at least account managers no one understands my issue and keep sending technicians to install a 120v doorbell to a 24v circuit. Something wrong here and techs need more training. UPDATE. Dealt w a customer experience associated they agreed to install video camera at reduced price. The appointment was set Saturday 8/15 12 to 5pm. Called to follow up appt was cancelled bc the video doorbell was not originally installed. So the mayhem and horrible service continues. Update: I finally found someone to correct the issue with my doorbell. The last installer that arrived was very knowledgeable and completed the install. The company discounted the video doorbell due to the circumstances and poor communication. read more