Not sure which office I'm reviewing as the most recent people stated they came from the office 'near Carowinds'. Recently upgraded from the obsolete Pulse home system to the current Command/Control system. I have a detailed review of Pulse here on Yelp - less than stellar. The major drawbacks were the short range cameras and the WiFi-wireless 'security'(?), or lack thereof. Fat too easy to spoof/jam as I found out within 6 months of the installation. I finally bit the bullet and requested the upgrade to Command/Control after receiving a reasonably good price (finally). Competent crew and installation went smoothly. Cameras are much better (now with audio), and camera sensitivity range has more than doubled, along with a slightly higher resolution. Unfortunately, the WiFi/wireless 'security'(?) is only marginally better, with my system being partially 'knocked out' several days after the upgrade. 7 outdoor cameras total, with 4 cameras focused on the west side of the home, parking area and lengthy driveway - two cameras on the northside and two on the southside facing the same driveway. The two cameras on the northside caught the culprit turning into and coming down the driveway. Out of the two cameras on the southside recording the same driveway, the one closest was knocked completely off line while the second failed to record, although it stayed on line. A camera inside the home monitoring the living room and front door was knocked off line also. After the perp left, I 'reset' the entire Command/Control system, resulting in everything coming back online. Sadly, the Cloud Memory offered in the standard package won't last me half a month, and all recordings stopped until the next billing period! I 'upgraded'(?) to the Video Memory Cloud Package(?) at $4 more per month, only to get a 50% increase in Cloud Memory, with the oldest recordings automatically deleted when max cloud memory is achieved - same as Pulse previously. Still not sure what my new monthly bill will be, although I'm sure it will be at least $10 more per month on the new 36 month contract. Seeing how it goes with the newer system. Will attempt to sell to previous Pulse components on Craigslist shortly. read more

They are scammers! They gave us a quote, even emailed it to us; but when the tech got there it was suddenly over twice the amount. He also lied, saying we were signing an acknowledgement of service but it was actually a contract and now they're using that as an excuse not to help us. They even admitted the sales associate lied and scammed us but refuse to help. Stealing from hard-working people and it's disgusting. read more

What can you improve? Let's start with literally everything! Called twice for help with the google nest cam they installed. Good luck getting past AI. Transferred to a live customer service rep - on the line waiting for over 10 minutes and still no answer. This company used to be top notch - but now they're not even average. read more

AVOID this alarm system. The WORSE. A bunch of scammers and incompetent people. also really expensive for the worst service. def much better alarm systems out there than them and much cheaper. read more

You are forewarned...AVOID this company!! From personal experience: ADT engages in Bait and switch; Deceptive; Illegal; Unethical and Fraudulent business practices!! They will then run you through circles to nowhere and can care less about righting their wrongdoings!! Please-Please take heed of their reviews. There is a reason for their "Low Star" ratings!! They even have almost 11K complaints with the BBB, in JUST the last 3 years alone!! All these negative reviews/complaints are ONLY what's been reported too. I can only imagine the real number of consumers who have fallen victim to this company!! read more

unfortunately, after being away from ADT for 11 years, I foolishly went back to them. They could not be more frustrating or inept. My system did not work properly from day one so I had three different service calls. They assured me I would not be charged for them, however, they have now charged my credit card for $234 and after speaking with five different people, and on hold for a total of 2 1/2 hours, they refused to do anything about that. When I told them that I would like to have them removed my equipment they told me due to my contract It would be over $6000. I asked how can that be when the system still is not working properly and they told me " you should have read your contract." I would highly recommend using any other company other than.ADT. read more

I can certainly see why review ratings are so low. The sad thing is ADT couldn't care less, otherwise, they'd do a better job of delivering customer satisfaction. I've been with them for decades, referred a family member who purchased a system and signed up for monitoring services and they refused to send the $200 gift card offered for referrals. Lesson learned. Never again. read more

My stepfather fell, wound up in a wheelchair, and is trying an independent living facility first before going into assisted living. ADT "retention" will not cancel his contract. They require him to be incapacitated in a 24 hour nursing facility to cancel. UNBELIEVABLE. AWFUL COMPANY. read more

This company is the epitome of hook, line and sinker. They sell you faulty equipment, dare you to cancel the contract for $7k, refuse to lower your monitoring cost (becuase you weren't told the monthly cost up front) unless you've been with them a year. I've had them for less than a month and already faulty, at random sensor issues. And the worst being awakened to alarm sounding off in the middle of the night 2x for the same issue...door open when it's not. Within 1st week 2 different window sensor issue. I see the future and it doesn't look good. Worst investment I ever made. I feel like a sucker who bought a shinny waxed car who bought a lemon. I've learned that mistakes are co$tly. Will pay this hefty cancellation fee soon. Please get out of my life. Should've went with whom Who has any other suggestions? read more

If you try to cancel after contract is up good luck, they won't complete the call. Spoke with 3 employees today, several AI calls and several chats read more

ADT never activated any equipment or provided any service but they say I'm past due and they won't stop billing me until I pay them. I've never had service with this scam company. Don't deal with these people. You can't trust anyone at ADT. read more

I do not recommend you go with this company. The saleman came to our home, quoted us a price, and when the techs came to install it was a higher price than we had talked about. The saleman was a perfect nice be he complained about not getting paid with out an upgrade. He guilt tripped me into service spent too much time at our house and we still are not satisfied with company because they want to change us with we stay with them or not read more

ADT is a SCAM and is stating I have to pay a $501.00 balance for an account I never had. For a minute there, I believed the situation would be rectified, as I was working with someone name Johanna. However, when viewing my account, the previous balance from someone whose name ended in Marsh at an address on Underwood, for which I have NEVER lived at, was still on my account. I see where it was noted "Credit - sales rep offered free cameras; -$815.07". The $600.00 credit was not taken off of the installation balance as stated when I signed up for ADT (False advertisement). I ALWAYS use CPI as a security company and now I see why. I can easily provide proof that I have been with CPI for years! I only used ADT because that was already in the home that I purchased on April 25, 2025. I have never endured such mishap and frustration in my life. On one call, I was transferred five times and on the phone for over two hours....is anyone taking notes? Is anyone reading if notes are being taken? I contact ADT May 15, 2025, and was advised by the representative that it was noted in the system that I would be responsible for the previous balance. HOW? WHY? I asked her to leave a message with Johanna as this was a unique situation and she is familiar with this situation. PLEASE...make this make sense!!! read more

safe haven adt has terrible customer service, don't do business with them. i have a full smart home service in a brand new house (less than a year ol) that is having issues and they want to charge to correct the issue. Had a manager call and leave a nasty message with a condescending tone and told me if I wanted to cancel my relationship i had to pay $1500.00. read more

The issue was I spoke to someone named Alexandra today (09/27/2024) at around 3:16 p.m., at 1800-798-3054 who was loud, rude and yelled at me. She lacked empathy for my issue. She was flippant and would not listen. She demonstrated a clear lack of training, courtesy and common respect. She made me feel as though I was not a valued customer. I've made several calls to ADT recently and have always been treated with dignity & respect. This person had an angry tone and is in need of further training and/or reprimand. read more

This company is horrible. They are big on bait and switch. The initial consultation, they tell you what you can get and how much it will cost. Once you sign the contract, an appointment is scheduled and the technician shows up to install equipment that is hundreds of dollars more. I signed a 3 year contract. After 1 year of service they are raising my rates. They are sneaky and not upfront. When my contract ends I will not renew with this company. Beware if a rep shows up to try and sell. They also review recent house closings to get your address. read more

After 10 years of struggling with the ADT SYSTEM we had installed, I finally said enough of this crap. We would call to get our cameras working, about 6 times and the same problem would show up over and over. They never fixed the problems. The door lock they installed eats batteries like Kamala eats her words. They installed it and it only worked for about a year until it didn't. I called them once to cancel my monitoring and they actually took $550 out of my bank account. This time, I had to stay on the phone for 1/2 hour listening to a girl tell me at first that they would take 15% off of an upgrade system since mine was now obsolete. I kept telling her I didn't want anything but to cancel, but she kept going. She finally got to 80% discount and $14/mo if I would stay with them. That's a half hour I can never get back. They are a totally inconsequential company and should be driven out of business. read more

Contract predators. Locked me in for 3 years, did my time and went to cancel...They make it extremely easy to sign up for service, but you HAVE to call them to cancel, no way around it. Don't do this on any sort of time constraint; Took two representatives and asking the one with the authority to cancel it well over 10 times. Started the phone call telling him I was ONLY interested in canceling, save the promotions/rate changes/etc. Was belittled and condescended by the representative as he went on to offer me 5 different rates. Was then asked why I didn't reach out to ask for a lower rate after being notified a second time of a rate increase. I asked why they don't reach out to customers of over 3 years to offer a discount, just a rate increase, is this how you reward your loyal customers? They don't value their customers, so with that I know my monthly fee isn't keeping your company afloat, but I hope they enjoy my $0 instead. read more

DO NOT USE THIS COMPANY or deal with Bob Surless a sales rep-our office had their system installed in May 2024...we have had issues with a chime on a door that is opened one time a week, if that, and I've made calls this morning for assistance. Bob Surless does nothing but sell you the system and then he refuses to assist; the customer service person at the 1-800-238-2727 number "Louis" is foreign and could not be understood in our conversation. PLUS, they want to video chat to see if "they" can fix the problem, which translates to the customer fixing the problem. ABSOLUTELY HORRIBLE! I gave one star because they would not allow a negative star rating! read more

Adt destroyed my family vacation that should've started yesterday... alarm system down... couldn't get any customers to assistance... I had enough... I'm suing you ADT... I've been a customer for 7 years...yet you want me to purchase new equipment because my system barely works... I bought those cameras your salesman convinced me to buy...but they only work with ADT...so actually rented them huh..... enough bet this will be another class action for ya... read more

So I did want to order a 7inch command touch screen for my apartment, and I get the wrong order! I been calling and they just been transferring me to other departments! And ALSO they said they cannot change any of the items and that I have to pay extra to upgrade my plan!And when they transferred me to the "right department" THEY NEVER ANSWER THE PHONE!!! So they send me a wrong package, on top of it didn't pick up the phone? Or "we cannot change your package" when you got it wrong ??? And PLUS I have to stay with this "BRAND NEW PACKAGE " even if I don't know WHAT I'm I going to do with it ? Unacceptable. read more

Signed up for ADT when I was new to the area after a string of car break-ins in the area.The day of the installation took forever he tech who set the system up was very messy left numerous things behind during installation did a horrible job leaving exposed wires running for my back yard camera.A incident occurred in front of my home and we went to pull the camera and it had nothing.I called my sales rep who sold me the system and he is in 8 states selling security for another firm bad mouthing ADT.As a customer how would you feel.Everytime there was a issue you have to jump through hurdles get things solved.I'm canceling my contract as soon as I find another company.To each it's own every company has its good and bad if adt works for your situation use them.I do not recommend ADT read more

Completely unsatisfied we own our alarm system had them start monitoring it the last 13 years we had to do away with service due to not being able to afford it Due to COVID and the price that keeps going up . so we canceled service knowing our system would still work like it always had before monitoring. After service was stopped our alarm system was deliberately disabled by ADT Called them to see About getting a technician to come out to restore to original working device they said if we did not have service Or sign up with new service they would not come out to fix it. This is completely unacceptable We have recently lost our daughter to suicide and did not need this extra aggravation and just want our system restored to its original working condition thats all and can not get anyone to assist us with this . Would never recommend anyone to use this company. read more

Horrible!!!! I have been trying to cancel for 6 months but can't get anyone to talk to me!

Update from my initial review...My doorbell camera still is not working. I've spoken with 3 different agents in their call center. I really regret signing this contract. The last one had me delete my camera and now I can't add it back. read more

Let's just say all these reviews speak for themselves .... I'm not going into details since every single review here is a mix of what I have to say. Big companies want the big bucks and they don't could careless what you say once they make the sale. Yes, once they make the sale, you could say bye to your "customer service" or sales person associate. We made a switch to the local guys where they actually care about your name read more

Stay away. Stay far away from ADT! We decided to try ADT for our house just today. 2 installers from Defenders came to set up the system. They were in our home for almost 4 hours. When they were done they then decided to hit me up for over $500 for the install (which had to be paid then and there) when we already paid $99 + tax to ADT directly. The technicians became very abusive and loud when I told them this was unacceptable and they should have told me the price before the work. ADT did nothing when I called to complain. In the end I ordered the techs remove the entire system and put it back to the wat it was. The main guy became very heated and loud as he left. We just ordered CPI Security and they will install next week. No hidden fees!!! read more

ADT has been VERY difficult to work with and a total waste of time! I do not recommend ADT at all.

I wanted to get a quote for services for our HOA. After getting a call back I was transferred to another department and kept on hold for 10 minutes then transferred again to another depart. If this is how they handle potential sales, I suspect they have abysmal service once they have your money. read more

I do not recommend their service at all! I called ADT to activate their equipment already installed in my house when I bought it. Their system is only 3 years old or less. The technician they sent out was here 4 hours and had trouble getting their panel to work. He knew I had an appointment to get to but when he was done he was going to leave without showing me how to use the system! I asked him to show how to use it and he did a quick "push this and this and he did the pushing on the panel." I don't learn that way and was clueless. He also left all my windows unlocked and did not pull the blinds back down, so I had to do that before I could leave for my appointment. While he was here he told me where to call to sign up for paper billing. I signed up to have paper billing and did not sign up for billing to my credit card. I had to use a credit card to pay for a camera inside the house so they had my card number. They put me on automatic credit card billing and they did not reimburse me for the inside camera which I returned to them on 10/25/23 and they received it on 10/26/23 which was within the 30 day return time frame. I had been told as soon as they received the camera they would credit my card. They did not. When I called on 11/16/23 about those two issues I was on the phone with 5 different people in 3 departments for 2 hours and 15 minutes and no one seems to know what they are doing and the person in Sales was NOT courteous. The sales department person was transferring me back to billing and sent me to technical support by mistake and technical support transferred me back to billing! I finally got reimbursed for the camera and the automatic payment on 11/24/23. This was the worst of the several calls I had to make to them since they activated my service. I still don't have a paper bill and I know the bill will be due by Dec 12. I notified my credit card company to not accept any automatic payments from ADT and they are going to stop any payments from going to ADT. I finally figured out how to work the system on my own. I wasted so much precious time dealing with this company and and in no way recommend them for security service. read more

Dishonest, unprofessional, rude. I had to get to second level of management to partially resolve our problem and even then, he apologized for the staff we had to endure before him but the fine print got us and he couldn't make the changes we were promised. Do not trust the salesperson or the technician, do not trust the call center representatives, read every word on the multiple pages of fine print before signing or you'll pay more than double what they verbally contracted for half the options you could get with other providers. read more

they kept us for 3 years. they said i signed a contract. i thought i was singing forms agreeing he installed it correctly. charged 37.41 till 3/2018 then $29.99 was taken monthly. been trying to unhook from them for several months now. first they said contract up in June, but upon calling told it was August, then September, Oops, what's that password.. fine. they sent it, arrives on weekend - but not yet, the TEam that can cancel only works weekdays. I'm busy, have a life. please let us go!!! read more

I wish they allowed for zero stars, because they really don't deserve a single star. They whole process is deceitful. They wouldn't give me pricing over the phone. They said it's done at the install. After they had everything up, then they say I need to buy extra equipment that's not covered. The install was supposed to be 99 dollars. Yet when I get the contract in the mail, it says that it's $200 and I still owe $101. Then after I pay for the equipment and reluctantly agree to their outrageously expensive monitoring, then they tell me that I'm locked into a 3 year contract. They only give 3 days to change your mind. The 6 month money back guarantee is also deceitful. It only applies to if there are problems with the equipment. I would strongly urge people to secure their home with any other service than ADT! read more

ADT equipment is junk. I recently changed from Brinks and received an outdoor camera and their doorbell camera. Both were junk and they changed them out for a Nest and Kwikset door lock which work very well. However, 2 weeks after the installation the batteries fried in the keyboard panel at around midnight and burned the panel, mounting plate and my wall. I was able to yank the panel from the wall and unplug it. I spent another 1.5 hours waiting for my turn to talk to customer service. Once they picked up they gave me another number to call which is closed on Sunday. So, I guess I wait until Monday without the system and hope there will be someone who can help. Try another compaby. Again, their equipment and customer service is junk. read more

FRAUD WARNING- pay attention people. You are stuck in a 3 year contract which you are required to pay if you close early. The fraud is you are NEVER told this upfront. I was a 5yr ADT customer in another city and moved to Charlotte to "start" up my services again. What they didn't tell me is that I was signing a new 36mo contract that comes with a NASTY early termination fee. Basically I owe 1,000 to discontinue their services (2years of my remaining contract IN FULl). The only way I was offered to wave the early cancellation fee was if I were to help ADT scam the new renter moving in behind us to sign up for the 36mo contract. No thanks ADT, I won't be joining in on your fraudulent business practices. At this point, I am ready to pay the 1,000 just so that I never have to deal with this company again. Don't get sucked in. Stay away! #furiouscustomer read more

I have had issues with the quality of the security systems for the past year...I have had adt techs come out to"fix it" with no success but still receiving a service charge fee. It has been impossible to reach anyone to cancel services....when I called they told me I would not wait more than 10 mins... I ended up waiting 20 minutes before a representative answered and they then put me back on hold at the back of line where I had to wait another 20 minutes before someone answered me. They told me they would cancel my services but put me on hold for another several more minutes before services were officially canceled. I never write reviews but the service was so horrible felt compelled to. Needless to say, I will never use them again because I know they will hold me prisoner if I was to use them in the future. read more

Terrible service, especially for someone providing such critical installation and monitoring. They're great at acting nice, then following up with nothing or (at best) a bait-and-switch with extra charges, going back on their word, and requiring that you pay more money to get what was sold on the front end. I read the promotion fine print, read the contract, discussed with the technician and branch manager to clarify all the pieces. Then got passed through no less than two disjointed and loosely affiliated call centers which continued to require additional forms, contracts, and payments in order to get the original payment terms and rebates that drove the initial sale. You should pay more for service from a different company, because ADT will end up costing you more before the dust settles. read more

FRAUD WARNING Do not use ADT they sucker you into a 3 year contract and then will not cancel or change. I just activated existing equipment in my condo and I am sure they have suckered the new owner in to using it too. when I spoke to them about transferring my service not only did they want to charge me they also said I had to sign a new three year contract! NO WAY! I told them I still had 2 years of a contract why would I sign a new one. They said the contract is with the address. REALLY! an address cannot sign a contract!!! I was never told I was signing a 3 year contract!!! I never would have. I have gone with another more reputable provider at my new condo! PLEASE DO NOT USE ADT! THEY ARE HORRIBLE AND HAVE THEIR OWN BBB DEPARTMENT TO HANDLE COMPLAINTS BECAUSE THEIR BUSINESS PRACTICES ARE SO HEINOUS AND THEY GET SO MANY COMPLAINTS!!! I WILL NOT BE PAYING THAT CONTRACT OUT! read more

Where do I even start? If it sounds too go to be true....it probably is. March 7th- I called the 1-800 number and spoke to a lady about setting up a new system. I specifically asked her how the first month was charged and if they charge the next month ahead. She replied, "No ma'am, you will only be charged for your pro rated amount for March and then all other months will be billed on the 1st of the month, but you can change that date if you want". I went ahead and set the appointment for the next day and paid $100 over the phone for an install fee (normally $200, so they advertised) March 8th- The tech arrived promptly at my home around 8 am. We began discussing the system. The promotion advertised a free system. The free system only included a key pad, motion detector, 1 door sensor and 1 window sensor. Figures. So, I inquired about how I could go about getting window and door sensors for all of my windows and he mentioned I could trade stuff in toward other items and purchase any additional equipment. I needed/wanted 3 door sensors, 3 window sensors, key pad, keychain remote, motion detector, smoke alarm, and camera. Of course, this all came in at about $3,000. He ended up giving me the undeniable deal of $300 for all! (Again, if it sounds too good to be true, it is) I went ahead and paid the $300 for this because I really wanted all of these items and security for my home due to current events. I needed the security and safe feeling that cane with the system..and they play on those feelings. The tech was nice, we conversed and he was professional. They say hindsight is 20/20. He lied to me the entire time! As did the lady on the phone! I do believe their training includes "How to lie 101". He verified that I would not be double charged, but only the prorate amount. He even stated I would be awarded with a 2nd $100 gift card because I was charged taxes that I wasn't suppose to be charged that he couldn't remove. I thanked him for that. March 9- I look at my ADT account and see there's a pending charge of over $90...when I was supposed to be $40 and some change! I called before it had hit my account and asked them to fix this and explained why. The person quickly issued a refund request, apologized and sent me an email confirmation of refund. March 15-I noticed the refund had not yet hit my account and that the gift certificate from Mpell (for the second Visa card) had not came through email as the first did. I called ADT to inquire about this. The person on the phone said my refund was still processing and apologized for the delay. Blamed it on the weekend. Told me I'd have to call the defenders number directly about my visa gift card. I ended up getting slammed at the office... March 21- Again, I went through emails and did not see the certificate. I checked my bank account and NOTHING had been refunded as promised. Again....I called ADT. The girl on the phone tells me my refund request was denied on the 10th?! WHAT?! No email? Why would they still tell me its processing? Why would it be denied and it was charged incorrectly? She stated it was their policy to charge the prorate plus first month and it said that in my contract. I explained to her that I went over it on an iPad and read the whole thing. Saw nothing of this. She even admitted it must have been skipped over by the tech?! WHAT?! How?! Then I was transferred to someone else about the gift card and she tried to argue that techs cant give this out and she might be able to get me $75. I said no, $100 was what I was told so that's what I expect. I never asked for the card, he offered it! I then spoke to manager who said he would forward everything to the defenders management and someone would reach out. I literally laughed because I knew that was a LIE! That's all they're capable of. I've been lied too, falsely charged, and played. I would not recommend them to ANYONE. What's sad is after the install, I recommended them to people I know and had to go back to them and warn them otherwise. I am now STUCK in a contract for 36 months, $60/mo with this dishonest company. How can I trust a company to monitor and protect my home if something happens when they can't even tell the truth. What happens if I need fire, police and/or medic? Will you say you called them but then not?! THIS COMPANY CANNOT BE TRUSTED. I have been taken advantage of greatly and I AM NOT HAPPY ABOUT IT. I will in fact let everyone I know to not use them. I work at an apartment community and residents are always asking for recommendations for alarm systems.....I'll refer them to anyone other than ADT-protect your home/defenders dealer in Charlotte. You can't run a business dishonestly by blatantly lying to your customers then waiving a contract in their face. I am not an idiot. I read thoroughly before signing. If that was there...they found a way to omit it! I'll be taking this to the BBB next! Signed, A seriously pissed of customer. read more

Double charging, the WORST customer service. We will soon buy ourself out. NOT worth the trouble.