it took us 50 minutes and five different people telling them over and over that we sold our house and we want to cancel service. they kept transferring us to different people. after this crap treatment we will never ever use adt again and i had the service for over 15yrs. this is how you treat your customers? the last guy wouldn't shut up long enough to let my husband talk! three of them were home workers acting like it was a personal call, very unprofessional .why? disgusting noncustomer service. your company should be ashamed! i will never recommend your company to anyone ever! read more

I've been an ADT customer since 2010, I called to upgrade my system to coordinate with my replacement window install and was emailed a proposal that would expire Jan. 8, 2024. When I emailed the rep on Dec. 30th I didn't get a reply, when I called to accept the offer Jan. 6 I was told they wouldn't honor it. I offered to send them the proposal email with the terms and they didn't want it. Instead they wanted me pay a $49.99 monthly fee for a 36 month contract than the original quote of $42.25 for the basic service they emailed me. I will be canceling my service contract and going with another company, hopefully with more integrity. read more

Yesterday our alarm system would not disarm after 20 attempts. I called ADT multiple times to stop an alarm but ADT did not pick up (!?). Our alarm was going off for 10 minutes before ADT finally called us. ADT told us how to calibrate the panel but it did not work. ADT scheduled a technician to come next day from 1 to 5 pm. We were assured that the technician would have a new panel to replace an old one. Technician came without a new panel because ADT did not put a new panel in his order. While technician was here I called ADT and was on hold for over 3 minutes as usual - it is unacceptable for a security company not to answer an emergency call right away. I asked to talk to a customer service supervisor and after a long wait was transferred to a scheduling department instead. The scheduling department put me on hold and after another long hold I was told that an email was sent to a customer service manager and we will receive a call at some unknown time in the future. No one called so far. To sum it up: ADT has a very poor service: 1. Puts customers on-hold for a long time on an emergency number. 2. ADT took 10 minutes to call us about an ongoing alarm. 3. The order for the technician did not state to bring a new panel though I called to make sure that a panel is in the order. 4. Customer service does not know how to contact their own supervisor and sends customers to ADT scheduling department. 5. Scheduling department has no ability to contact a proper department nor a customer service supervisor.. 6. Customer Service supervisor/manager does not call back. We had good service with Protection One until it became ADT. It does not make any sense to have a security company which is only collecting monthly premium and not responding in an emergency, disorganized and not trustworthy. It looks like it is time to look for a more reputable company. Do not recommend!!! read more

Horrible!!!! hidden fees everywhere! There was something wrong with my cámaras and they wanted to charge me almost $160 per 30 minutes to come in person. are they insane? This is fraud and highway robbery. They charge for absolutely ever single thing. why do we have a plan paying almost $100 a month? I cannot wait for the contract to finish. there are way better companys out there. read more

Save your money the product is horrible, response time is horrible, sell you garbage equipment, forged my paperwork under my name, been back at least 9 times can't get it right, just say no in my opinion read more

System isn't safe. Cameras were hacked. Our home distress code and alarm code was shared. ADT saw this and just told us to cancel the service. They don't have cybersecurity system for hackers. We called multiple times, first time customer service deleted the device. They didn't tell us were actually hacked. After multiples calls they finally admitted they saw devices that's wasn't ours. Only for the supervisor to say they can send someone out or cancel the services. Also alarm system was being disarmed in the middle of the night by someone else. Basically the alarm system was being disable while we were sleeping. They Google nest camera were also hacked. They haven't merged systems yet, so you have to talk to adt and google nest customer service. Be aware not SAFE!!! read more

The worst service in Melbourne Florida. Technicians come out say they fixed it, leave and then the same thing happens again. Spend another hour on the phone only to be told that the technician will be out in 2 weeks. This has been going on for 3 years. Finally my contract is up and I will be switching to another company. I use them in West Palm Beach and they are great. If your anywhere around Melbourne stay clear of ADT. read more

It takes 30 days to cancel their service even though another family is going to live in the property that I am moving out. What kind of service they are going to provide me when I am not living in the house?! Also , isn't it against the security of the other family that I receive security notification from their future home? Interestingly, ADT does not even need to collect any devices from the place that I am moving out. Isn't this against ADT mission? which is to "help their customers protect and connect to what matters most , their families and homes." read more

I was on the phone for 3 HOURS and talked to FIVE people attempting to cancel my account. They have the worst customer service. Even though I cancelled today, they have a 30 day notice of cancellation. They failed on their part in having good customer service. I owe them nothing. DO NOT SIGN UP WITH ADT!! Oh, and they want you to think you get a discount on your insurance. Ha! Allstate 13.87 cents a YEAR. I pay $54.17 per month. read more

This company is a joke. I was overcharged for four years on an address that I had stopped coverage on FOUR years ago. I had moved service and it was an auto deduct so the charges were not noticed until I tried to stop the service altogether. After I realized it, I called and ADT stated that I was right, the account was closed in 2018 and I was overcharged to the tune of $3000+. I was told that I was receiving a refund check that had not come. However, I did get a bill, showing a credit for a service I did not have and another month deduction from the home I vacated FOUR YEARS AGO. Calling the account services to get this taken care of took over an hour with two redials due the call being dropped twice at ADT. Of course, then I had to explain the whole process over again to the next representative until I finally got a resolution. BTW-still waiting for the refund check. For a large company that is tasked with protecting your home they are disorganized, cannot communicate well and their customer service is sub-par. There are many security companies out there, use a different one. Stay away from ADT. Nothing but problems. read more

I switched services from my old condo to my new home about a month ago. Since then, I've had nothing but issues with ADT and safe Street. I've had alarm services for about 1/2 the time I've been at my new home. I've had six service calls with two being the same techs coming out twice. ADT had two accounts which they showed on my account which created a part of this fiscal. Every time I call ADT They say that I need to call safe street. When I called ADT on Thursday to make sure I wasn't billed for both accounts, I had the rudest representative ever!! He refused to LISTEN to me and how frustrated I've been with ADT, and not having service for the majority of me having this system being set up. I asked to speak to a supervisor or manager. He threw me back into the Call Que. I was on this call for over an hour and a half. You would think with not having adequate service ADT would credit my account??! Not at all!! I've asked three time and was told I need to talk to safe street. Then when talking to safe street, I was told this is a billing issue which needs to be addressed with ADT. I Don't think that Safe Street has made me feel any safe at all!!!! as they take forever to get someone out to fix the problem. When this issue first started happening I spoke to one of the representatives at safe street and told her I was worried about my system not working because what if someone breaks into my house how would I know?! She said verbatim " yeah well I hope this doesn't happen either !" I cannot wait for my contract to be over so I can find another service and never deal with ADT again. read more

Took 3 weeks and hours of phone calls to get ADT to come back to repair a single alarm pad. One was completely dead. The installer was nice and said just call me if you have any problems. Emails and phone calls to him went unanswered. Tried endlessly to call the ADT offices. You get people working from home thousands of miles away who make it impossible to talk to the repair department. Finally got to a man named Neil who connected me to a supervisor. It was simply a loose wire. Why did I have to spent endless hours for a service I'm paying to fix what they installed? ADT used to be reliable. Not anymore. read more

There is absolutely no customer service with ADT. we had issues with the alarm beeping this April and it took them over a week to come out. This was after they promised us every day that an engineer would be with us. we had booked in for an engineer to come yesterday to refit sensors and control panel after a long house refurbishment. we were told the engineer would be with us between 9 and 12.30. We called at 1 and we're told that the engineer would be with us before 5.30. So, we had waited in all day, and when we called at 5.45 we were told that the job hadn't been delegated to anyone. A familiar story with ADT. I do not understand why they can't keep their customers informed if they have a problem. we will be looking to change alarm companies soon because of this issue read more

The service itself is pretty standard across the board, which would earn a 3 or 4 star, but cancelling the service is what this review is all about. I called on Sept 30th to cancel service and was told I must give 30 days notice. So my official cancel date would be Oct 30th. This means I must also pay for another month of service. But I didn't read the fine print in the contract, so I am not rating their service based off of that inconvenience. The real issues I have with Adt start on Nov 11th, as I get an automated call from Adt that my panel has gone offline. I look up my MyAdt.com account and find that the cancellation has not been processed and they have charged my account for an additional month, outside of the month I knew I would have to pay. I call them and continue to get the 'I am so sorry you are leaving us, please tell me why' run around. After being on hold for 30+ minutes, they get me over to someone in the Relocation dept, who apologizes about the cancellation not processing. They, with the help of their manager, submit the cancel order and included the billing to reflect my initial cancellation request, meaning I will get a refund for the extra month I have paid. I was promised an email to confirm this. I call again (wait another horrific amount of time on hold) and speak to someone from Account Management on the 24th of Nov to ensure this is happening and to report that I still have not received the email confirmation. Everyone else has been courteous, but the Account Management agent was extremely rude. She gave me the cancel confirmation number and ensured me that in less than 10 days, I would get the email and the process would be complete. It's now the 30th of Nov and I have yet to receive the refund, the email confirmation, and my account yet says the cancel process has completed. I am now currently waiting over 25 minutes to speak to someone, after talking to their L1 agent who again tries to keep me as a customer. Forget worrying about whether the service is good or not, just realize cancelling your service with them will be a friggin nightmare and likely cost you money and several hours. Not to mention the anxiety you will get knowing you can't remove your automatic payment option from their system. I only recommend Adt if you want a security service you will literally die with before being able to cancel. read more

We had an ADT security system for almost 20 years. I was happy with the services they provided. My complaint and my warning for other...We called to cancel our account. My wife was told she had to write a letter stating that we no longer wanted their alarm services which she did. 6 months later we received a bill for $436.00 for unpaid services. We explained to ADT that we cancelled our account via letter sent by mail as they requested per our phone converation. They said they never received it. How convenient? It went to collections because of our refusal to pay. It dinged my credit almost 100 points. Rather than fight it, I settled for $330.00. from the collection service. ADT had a loyal customer for many years. I don't understand why they would treat a long time customer this way. I will not use them on my new house and I recommend others to not use them. read more

By far the worst security in the world, I have traveled the world and adt customer service alone is disgusting. Adt security is a joke and a half, after someone broke into my house they basically told me sorry the system failed and refused to even help cover the technician to see if there was something wrong like an error in my system. read more

Support phone line 35 to 40 minute wait times, Tech slow in resolving issue that I told him was. Big time waster.

Just had a call with the virtual support person to help with getting the new app to arm and disarm my alarm service. Well, instead of helping, they shut my whole system down and has forced me to have a tech person to come to my home and pay a $25 service fee! I HATE ADT WITH A PASSION! Customer service is terrible. The service is trashy. They only want to keep locking you into contracts by trying to force you to upgrade your system. I HATE THIS COMPANY! I really want to sue for pain and suffering. AVOID ADT!!! read more

Absolutely THE WORST customer service in the industry. Be prepared to spend SEVERAL HOURS on the phone (most of that time on hold) only to get the wrong information from each of the half dozen or so people and departments you will get transferred to. read more

I wish I could give this service a zero stars. I have had ADT for over 15 years and always relied on it. It has turned into utter garbage. Both the system and the company staff are unreliable. I have now had an appointment three times to replace an antiquated system that they stated is no longer supported. The first time they never showed. The second time they showed without the replacement panel? This company has not clue what they are doing anymore. Stay as far away from them and choose more reliable company's. This has gone from best to worst in just a few year. Useless is the only word I can think of to describe ADT. read more

If I could give this company negative stars, I would. They STEAL money they they are not entitled to with charges that are not approved and do not let you remove your payment information from your account, so they can just have their hands in your money whenever they want. We moved while under a 3 year contract with them and it has been nothing short of an absolute nightmare. We were told when we moved to leave all of our old equipment and the new equipment would be installed in our new house with no extra charges and our service would be transferred over. That is a complete joke and not at all what happened. I have called so many times I can't even count them to get this figured out and every single rep is an absolute airhead and knows NOTHING about what they are talking about. You're told something completely different by EVERY rep. When we moved, our old account was "accidentally cancelled" instead of transferred and we were charged a ridiculous $2000 cancellation fee and they withdrew $400 from our account WITH NO AUTHORIZATION TO DO SO. I had taken off the easy pay option thinking they would have to send me a bill if I did since they won't let you remove your payment info completely. Clearly not, they can just take your money whenever the hell they please. They make it absolutely hell in a handbag to do ANYTHING and transfer you 50 times everytime you call. Now they have admitted that this was THEIR mistake and said we "should" get a refund of the $400. The first person said 2-3 days, well surprise surprise, that didn't happen. Now they say 7-10 days. We'll see but I'm not counting on it because they have never followed through on anything before. I'll be filing fraudulent activity with my bank and letting EVERYONE i know to NEVER use ADT. The absolute worst of the worst and I'm about to cancel everything, let them send me a bill, and let it rot in collections. But let me go cancel and change my debit card first so they don't just take out whatever the hell they feel like taking. now they have changed their minds again and say that the $400 unauthorized withdrawal was valid and we won't be refunded. This company is an absolute joke of a bunch of liars. DO NOT USE THIS COMPANY, YOU WILL REGRET IT. read more

Our ADT equipment broke down. 3 attempts with long delays to restore function failed .ADT suspend our payments until fixed . It has never been fixed .Now a year later they suddenly started recharging us (auto deduction) for service we have not had for over a year. When I called them on this they said they would close the account but because we had not officially closed the account they would not refund our money. This system was in Falmouth MA. After argumentation with higher level personal the refund was approved. read more

I liked ADT...until it came time to cancel. They insist it has to be a phone call. There's no mailing address or email. I've been trying to cancel for 6 months. I've been on hold for hours multiple times. When I do get a person they tell me I have the wrong department and out me on hold to transfer me. The only way to avoid this is not to let them in your home in the first place. read more

Terrible company. It literally take 4 minutes to connect to my system. It's 20 feet away.

I have had my ADT system for over 4 years; it has never worked flawlessly. Constant alarm errors. Each service call is a waste of time and never resolves. My system goes off in the middle of the night for false readings due to span of coverage. Recently ADT sent me what was to be a extender but was actually a mesh network and I already have one. Complete waste of time. There is one service tach who knows what he is doing the rest attempt but never resolve. I am about to unplug and DIY it as every turn there is another charge for a device I don't need, a service call just to fix what is broken - WHAT AM I PAYING for exactly???? Please have a manager call me. read more

CONSUMER BEWARE !! I was solicited by AT&T to sign up with ADT as a bundle package. I was promised the bill altogether would not be much more than $25 than what I was currently paying along with getting my landline back, so I took advantage of the opportunity. They conveniently got the ADT installed the same day I signed up but then my bill doubled and I heard from no one about my landline. Making many calls and texts to the ADT customer service dept I was provided with my paperwork, my calls went unanswered. After several weeks, I finally received a call back and was told they couldn't get my landline back (which now no longer works because whatever they did trying to switch it didn't work) and getting my bill down to where I was promised it would be was impossible. It's been 3 and half months now that I have been disputing this and trying to get my phone back with no resolution and customer service has disappeared. SO DISSATISFIED AND DISAPPOINTED!! read more

New update: Just had the virtual call that went nowhere. Tech offered to mail a new camera? I guess I'm supposed to know how to install their gear with no training?!? Why does ADT send a tech at all if repair is DIY? Hard to understand and the language barrier didn't make things easier. I was told they would call me next week to set an appointment to have a tech come out and fix the problems. This whole system is almost 2 months old and already I can see the mistake I have made with ADT. Going on 2 months of paying for extra services that are not being provided. Ironic that ADT are the ones robbing me and I agreed to let them do it in a contract. A contract that will cost me $1,619.73 to get out of since I paid all installation costs up-front. ($1200+) Hopefully I can downgrade my service with ADT and go through another company to fill the services that ADT "apparently" cannot provide. Good for you ADT. You will not get me again... P.S. Carla, I'm not sure you have good reading comprehension. How do you figure the issue has been resolved? Through ADT's willingness to keep billing me for services that are not being provided? I guess that is what you consider to be "resolved". Ok, Customer Care. I did ask during the virtual appointment to have a tech come out. I was told that I would be contacted at a later date so that a tech appointment can be made? Whatever that means. I guess you will contact me sometime before October, I hope. read more

I put my account on hold for 1 year while I became a live in caregiver for my brother, who recently died. ADT sent me to collections after I paused my account. This is after ADT told me that I would not be charged until I move and reactivate my account at a new residence. Not an ethical company. read more

I cancelled their service due to so many price increases, so I had to explain cancellation to 3 different departments, and the last department took 30 minutes of waiting on hold. read more

Absolute worst service. I'd give it no stars if I could. They provide a four-hour window to show up and start the service then when that passes say it will be another hour and when that passes .... You get the picture. I had to cancel an important doctor's appointment waiting for the technician to show up. In this day and age of remarkable technologies and an emphasis on the customer experience, ADT gets minus-one star. read more

ADT has the worst billing customer service ever! They are hard to understand,unknowledgeable and will give you all the wrong info. I had a rep that could not even tell me my monthly charge. Overpriced and will lock you into ridiculous contracts with huge cancellation fees. read more

Worst decision I have made in a long time. Sales person lied installation was not completed, and they could not even give me a log in for my system. read more

The customer service department is the absolute worst I have ever had the displeasure of talking too. We have tried to to set up for our payments to come out direct from our account. We have done this 6 times. Each time I'm told they guarantee it is fixed. Guess what. I continue to get bills saying I'm behind on my payment. Each time I have called I get someone on the phone who has an accent so heavy you can barely understand them. How hard can it be to set up automatic payment. Obviously it is simply beyond ADTs ability . read more

@ADT is not worth it. Having access to their app is considered an "upgrade" with additional fees and higher monthly payment! An app is necessary to monitor your home and ensure your safety. I've been a customer for less than 30 days and have to pay 2,000 to cancel! Ridiculous! read more

Absolutely the worst company in America!! STAY AWAY!! We switched our security service from a local company to ADT. ADT said they needed to replace most of the equipment. I spoke with a manager (Blake Roddins MGR ID# 103668) at ADT who offered all of the equipment free of charge. The install process was horrible. Install tech is not employee of ADT. He had to come 4 different times to get the system installed and working properly. Everything was fine for the first 7 months of service until we received a bill for over $1,500 for the equipment. Our contract shows an equipment credit for the entire cost of equipment and the only cost we pay is $299.00 for the install of which we paid. Supposedly they went through some sort of merger and are now stating that we owe for this equipment even though our contract shows that we do not owe a penny. My wife has spent countless hours and numerous times on the phone trying to resolve this $1,500 equipment fee. We have sent our contract and every customer service rep agrees with us that we should not be billed for the equipment. We now received a call from their debt collector. I can tell you we have never faulted on a debt we owe. Our next call is to our attorney. DO NOT USE THIS COMPANY! Horrible experience. read more

Steer clear! The contracts are not consumer friendly and the fee structure heavily favors long term contracts that you cannot get out of. No contract break fee, they simply charge you for the remaining contract term which if you sign up for a 3 year contract is quite hefty. We had a system that was producing false alarms which in addition to be annoying are actually expensive and runs the risk that emergency responders won't show up at some point as they think it is another false alarm. There are so many other friendlier options out there it just makes no sense to deal with a company that is so Brie's in the dark ages. Support your local security monitoring company where you have a much better chance at friendly service and reasonable month to month contracts read more

ADT is HORRIBLE! Their sensors are flimsy and break down regularly. Once they break down it's extremely difficult to get someone out to fix it, and while the sensors are out your home is not protected and you still keep paying for a service that does not work. When you call their support center, be prepared to have 20 - 35 min wait times to get someone on the phone. HORRIBLE! Strongly recommend you select another security provider. read more

When purchasing a new home we realized that It was hard wired for ADT. This was the only reason we decided to go with them. A person from ADT came and installed a brand new system for us in May of 2023. At this time he had me sign all kinds of things to get my new system up and running. This person NEVER stated that the thing I was signing was a 36 month contract. Fast forward to having the system for almost a year, by March 2024 we had 5 alarms go off with no contact from ADT or authorities. The longest an alarm went off was about 10 minutes before we could get downstairs to figure out what was happening. Still no call from ADT or authorities. In March I called about this issue and was passed around to multiple people. They told me to leave my number and in 72-hours I would receive a call back. Almost 2 months goes by, I call again in May 2024, to now try and cancel my contract since apparently communication is NOT their priority. Again, was told to leave my number and in 72-hours I'll receive a call. Fast forward again to July 2024, I call AGAIN to now demand canceling my contract without paying the remaining balance. I was hung up on by the first representative. The second rep told me he was putting me on hold to look into my issue and passed me off to another person. I stressed that this is NOT acceptable and that ADT was in breach of their contract since I am paying for something and not receiving that service. She stated that "they have not had the opportunity to fix the issue" even though I have been calling since March with no help! They are still wanting me to pay $850 to cancel my contract. Whatever you do, do NOT trust ADT to protect your home or family. read more

The first time my husband called ADT to cancel, they said they would do it, and then they didn't. A month later we got a bill. The second time he called they told him that it would take 60 days for us to cancel our services and be out of our contract. Mind you every time we called it would take 45 minutes to talk to a person. Now they call my husband and ask what they can do to get us to come back. Why would we want to? read more

Had a camera system installed in my house. But circumstances immediately changed and I had to cancel the service within 3 days of installation, which is the required amount of time for cancellation without obligation. This was at the end of June 2021. Equipment was picked up by ADT on July 1st. I thought everything was done. Then in August, ADT started charging my debit card multiple times. The largest amount being $2,100. It is now October and I am still trying to get the charges refunded. Every time I talk to someone, they tell me that I should see the refund within 3 business. I'm beyond annoyed at this point. I will never in life use ADT again! read more