If I could give no stars, I would! I can't believe how awful their customer service is. They would rather have you cancel the service then to refund you for equipment that does not work. I paid extra for a a smoke detector to be installed and paid an extra monthly fee for the service. It seemed to be fine then all the sudden it would go off randomly for no reason. The fire department came out because ADT didn't call them in time to stop them. I made ADT come out and replace the smoke detector equipment. Then, while I was on vacation for a week the smoke detector went off 3 times! ADT woke us up all all hours even after I told them to just bypass the alarm and not call me. When I called ADT, they tell me that I am lucky that I wasn't charged for the tech visit to replace the smoke detector and they didn't charge me to come over to deactivate the smoke detector. I should have been charged for them to come deal with my faulty equipment. This is what passes as customer service now-a-days. I had ADT at 3 different homes and each time I cancelled because I hated their customer service. I had Protection One previously but they were also terrible. I am a patient person and used ADT for years but I am fed up now. I was stupid to even continue with them. Really think twice before you go through the headache. read more

This service sucks!!!!!!!!! They keep charagibg the is ranted. I t has no security system at all not protected.

I couldn't be more frustrated with ADT right now. Worst company ever, and I'm not even a customer yet. I moved into a home a few months ago that had an ADT system already installed - just not active (since the previous tenants obviously stopped their account when they moved out). I called ADT for reactivation, and they told me they needed to send someone out to the house to activate. I made an appointment, and went out of my way to be there. No one showed. I was pissed, and put it on the back burner temporarily. Flash forward two months, and I've had someone case out my house two different nights at 3:30am with a flashlight. Super sketchy. Naturally, I figured this would be a great time to finally get the ADT system activated. I called (again), set an appointment (again), and went out of my way to be there (again). And YET again, no one showed. I just spent an hour on the phone with both the national and local offices, who are completely unhelpful. They keep promising me that someone will be sent out, and no one ever shows. I'm trying to give you money, idiots, and you're making it impossible for me to do so - worst business model ever. Basically, I have a system completely set up but can't have it activated without their assistance - which they refuse to provide. I'm beyond pissed, and quite frankly just shocked that anyone is this incompetent. Worst company ever. read more

Worst possible customer service. It took me an hour to schedule the upgrade ADT said we needed. The hour was their difficulty in coordinating the two systems we have on our property. Once scheduled I was given a five hour window . I then confirmed the appointment for both our systems the day of the appointment . After 4:45 hours of waiting the technician finally shows up and tells me he is only doing one system . I called ADT to ask why they were only doing one /the representative said "it's covid "?????!!!!!!the technician then took everything apart and went on hold for half an hour . He then called his supervisor who said the office he needed to call into was closed and he would have to come back ! Unbelievable incompetence and arrogance. No consideration for customers and their time . read more

The worst. They hook you in with misleading contracts. The hardware looks like 1980's technology. No yard signs, no stickers on windows. No training on the system. I found out the hard way 400 dollar fine , that i have to turn off my smoke alarm utilizing my phone or panel. No one showed me that. False alarm fine. ADT is a complete joke. read more

ADT Private Patrol service is a HUGE JOKE and here is the inside story. Take for instance the San Fernando Valley. The area is divided into several zones by ADT, with each zone SUPPOSEDLY being manned by two armed security officers driving seperate vehicles during the three daily shifts. That is SIX officers EACH DAY for EVERY ONE of the approximately 15 zones in the SFV (ADT only covers certain areas that can afford this service). This comes out to 90 ARMED STATE LICENSED officers for the SFV alone. The purpose of ADT theoretically setting this number of officers is to keep response times for dispatched alarm calls to 15 minutes (not accounting for traffic). The average burglar or team spends less than 10 minutes inside a residence. The TRUTH (ADT Chatsworth and the main office in Torrance is well aware of this fact) is that there is NOT EVEN ONE officer in many zones on a particular shift. If a dispatch call comes in, an officer must be sent from another zone which GREATLY INCREASES RESPONSE TIMES. And this does not take into account CALL OFFS, NO SHOWS, SICK DAYS or PTO (unlike larger security companies, ADT does not have ROVERS to cover). And given that these officers only make $15.50/hour with limited benefits they must pay for, do you really think they are enthusiastic about arriving on location for an alarm call possibly encountering several armed thugs WITHOUT A PARTNER OR BACKUP. The officers are aware that the longer they take to arrive on scene, the less likely it is for there to be criminals still at the scene of the crime (assuming of course that they ACTUALLY DO GO TO THE ALARM LOCATION instead of notifying dispatch of a FALSIFIED ALL CLEAR). And the purpose of the ADT Private Patrol officer is not to get into a violent altercation (because the property is most likely insured), but to superficially verify there was an actual break in and CALL THE POLICE who will take 45 minutes to 2 hours to show. If you are in disbelief about what is being said, then check out the job listing sites and see how many job available posts ADT has up. And how many officers do you think ADT can find to cover the overnight shifts, especially on the weekends. There are options with better companies, with more pay and regular hours. So as I see it, ADT can only viably offer home monitoring. But why go with them in a BINDING CONTRACT, when there are so many highly rated alternatives that do the same thing at less cost? read more

Pretty messed up organization. They sold us motion detectors that our 10 lb. Dogs set off every time we try to use them. This is AFTER "the Installer" guaranteed us that would NOT happen. We've had "False Alarms", every time. The Police are going to "$Charge" us for the next one! We also got the Video (not worth it ) which hasn't worked for more than three days at any given time. A complete waste of time. They have been out twice already, each time taking two or more hours, to do what I don't know? We don't have the time to be messing around with these guys every few weeks. read more

WARNING I just cancelled ADT after several years of paying very high monitoring price. I no longer was under contract. They tried everything to keep me as a customer. Received a goodbye email from ADT stating certain features will not be available after service has been cancelled, including arming, disarming and window and door chimes. On the phone, while I was cancelling they stated (threatened) that they would remotely reprogram system to factory defaults. Fortunately I had new alarm monitoring company reprogram system and remove all ADT access before I cancelled. There are so many alarm monitoring companies much less expensive than ADT read more

We use them for our business and we love it. Customer service was great, Installation was smooth, and we have been with them for years. We had a break in at our business recently and were able to prevent one of our employees from stealing from us. Would recommend. read more

This alarm company is absolutely the worst in the business. I am stuck using them because of the corporate office. Every time they come out the installers are idiots and don't know what they're doing. They've wired several jobs for me wrong and had to do them twice. Most of their installers are arrogant, immature, lazy, waste my time kind of men. Do yourself a favor go anyplace else but ADT. read more

All ADT protects is their bottom line. My folks have had ADT for a number of years and for the most part it has been fine. However, a product such as security isn't measured by not having problems. It's measured by how effective the company is when they are needed. For this ADT gets 1 Star. When there was a near break in the police were on the scene before the system even alarmed. The only time the system went off was the three false alarms that occurred, one of which the police arrived too only to charge them for a false alarm, thanks for After the most recent false alarm, and 4 calls to customer service they finally get technicians out to check the system. Two weeks after that they get techs out to replace hardware and check the wiring, and yes for that two week waiting period they couldn't use the alarm. Three days after all this work is complete the system starts chiming every few minutes and says there is a wiring issue. Upon calling customer service they are told to shut down the system. Obviously they don't know how to do this. The customer service rep simply keeps repeating this solution for 20 minutes. Finally they ask for a tech to be sent out and are told it would be a 2 hour wait and $400 for an after hours call, because after hours isn't covered but the "full service" contract they pay for. Moral of the story, ADT will leave you hanging, charge you for it, perform inadequate repair, charge you to fix that and happily collect their monthly fee to pay their CEO's fat salary as you live unprotected by their little blue sign they shoved in your yard! Call someone else. read more

Wow! I'm totally disgusted by that costumer service of this company. Really should have looked at yelp before I signed up with ADT. They installed a system without informing me that I needed a permit from the city - which literally would have taken seconds to tell me - now I'm responsible for over $300 in fines. If just one person - either the customer service rep who set up service or my technician could have taken just the tiniest effort to inform me of this law I wouldn't be tossing money down the drain. I'd drop them - but that would be an even bigger waste of money. Just counting down the days until my contract is up I guess. read more

AWFUL! I've been an ADT customer for years and will no longer give them my business. Horrible customer service - everyone you talk to gives you conflicting information, no straight answers. There is so many (and far better) better companies out there. They don't get it. RUDE customer service. Period. The issue a few years back with the highly sensitive key fobs - they knew those were prone to trigger alarms, yet it took them forever to admit it was on their side - after how many customers were hit with false alarm fees. Find another option - there's plenty better alarm companies out there. read more

The sales representative for this Torrance office is not interested in providing safety, only in selling a security system. He entered the building that I reside in without being invited and left business cards & fliers on every apt door. How unsafe! We are trying to increase security in our building by not allowing fliers & menus, etc left on doors because it is evidence to potential thieves that a resident is not home. Why would someone who claims to provide safety do such an unsafe act? The ADT representative Tom Flores has proven himself untrustworthy as a person and as a representative of ADT. read more

THE WORST bunch of liars I have ever done business with. We contracted ADT to install an alarm system in our home. We new it was a three year contract going into it. We were in the process of remodeling our home to eventually sell it and move to another state. We asked if the contract was transferable to another state and a different address. We were told YES, it was transferable and that once we got moved into our new home they would come in and install the sensors needed and continue with our current contract. We sold our home and contacted ADT about our move. They told us once again to just leave everything at our house and they would come into our new home and get us fixed up. We just bought a new house but haven't closed yet..... closing first of August. LIARS !!!! LIARS !!! LIARS !!! We just had our bank account robbed by ADT stating that we were no longer at our old address and that they have cancelled our contract. They took $569 dollars for a cancellation fee. This piece of shit company trains salesman and their office staff to LIE ! LIE ! LIE ! DO NOT DO ANY BUSINESS WITH THIS COMPANY They do business to deceive..... They are a VERY crooked company ! I WOULDNT EVEN GIVE THEM ONE STAR read more

Mario Macias the sales rep is a horrible representative. Once he makes his commission on the deal he is nowhere to be found. I had a brand new system installed and it's been problematic from day one. On top of that if the issue occurs on a Sunday they won't send anyone out unless you pay for the tech options over time. Worst company ever. read more

Meet with sales rep 7/22 schedule for install on 7/28" was there next best day"tech came out look around said" I don't have the correct parts you call sales rep or office to make next appointment"bye .I Called sales rep.7/29 he didn't have a clue what was going on.Later that afternoon sales rep called me asking what did installer say and he would call me back with update.I called sales rep 7/30 no update. They haven't bothered to call back and reschedule the appointment, they don't need the business since they have a monopoly on home security.ADT you suck read more

Today, I wrote a letter to the CEO of the company Naren Gursahaney. His email is NarenGursahaney@adt.com. I will see if he responds. Their service is appalling. In twelve months and 22 days, the alarm at my house has never worked. The local office never returns calls. The management takes lunch between 11am and 2:30pm. I wish I had that schedule. ADT did agree to cancel my service although I would still have to pay $75.58. They are terrible. Here is the letter to the CEO: It is not very often that I write letters to executives of organizations, although I have received any number of them over the twelve years as an executive at two publicly traded companies. I always knew that when a customer took the time to write to me, it was a significant enough problem to them and often times, common sense displayed by my staff would have solved a simple enough issue without raising the ire of a customer. Well you staff has done just that. After being a loyal ADT customer across two homes for over 13 years, I moved into a rental home with a very old alarm and naturally switched coverage to ADT. The account number is XXXXXXXXXXXX. The alarm system has never functioned. I have made calls to have it serviced and since the alarm was very old, the service staff was not trained in how to work with it. I called service at 800.238-2455 again. They called the local service office and assured me someone would call me back within 24 hours. No one ever did. For over one year, the alarm has never functioned, yet I continued to pay the bill. Now I am fed up. I am moving to a new house, and will not be installing ADT. The service has been terrible. The lack of customer service is appalling. The way I have been talked to on the phone is appalling. All over a bill that has been reduced some, but not entirely to $0. For some reason, your company expects me to pay $75.58. Instead of saying that the alarm is too old to work with our systems, I have just been ignored. Instead of saying, you have been a long time customer, I have been called names. All over $75.58. Surely, your time is worth more. I know mine is. I will however, continue to pursue this anyway I can if this is not resolved. I expect to hear from you via email or to have a manager with the common sense to respond within 24 hours and make this entire nonsense end. That is how customers are retained and common sense as a management directive is spread throughout the entire organization. In particular, the last three ADT representatives have been terrible to deal with. Aside from the long hold periods, Shaminqua, Brenda and supervisor Mrs. Herndan did nothing to listen to the issues. They defended your companies inability to provide service and respond with outright lies and never once acknowledged that the situation could have been resolved better. All over $75.58. This is a textbook base of poor service, poor employee training, poor operations. You should be embarrassed for allowing this type of behavior. read more

We are 5 year customer and so far didn't need customer service call. My device today without turning on started to signal. I called the customer service. Oh Boy what a mistake. Mind you we have "Deluxe" package what we were sold to; as covers maintenance, calls and extra. "That's why we are paying for " Salesman's pitch. "So we don't worry when we need to call. They will come and take care of it." Was what we were told time if purchase. So I called and this lady informs me I need to change the Main battery ok it's not regular battery and the battery is not every store. Her response "don't you have Amazon? Go order there!then she proceeds "go to you tube and see tutorial how to change ADT battery. I asked her "what about the package I got. I am paying extra so when I need help someone can help me?" She looks up and says I can't see what your package have, all I see is package deal and if you need help that department call account management. So now I have to chase ADT workers to see why I am paying so much and why I am covered nothing. Oh if I want someone to come maintenance I have to pay them $107 for the first 30 min and $27 every fifteen minutes after that. So I pay extra monthly in case I need help and I have to pay extra to get customer help. Go figure. Not sure what to do next. I have purchased all my equipment from them so not sure what is my options here. For new customers please do research before you call ADT. read more

I have multiple locations and accounts with ADT. I seriously need to rethink my security provider. Their installers and sales people have made promises of 'free installation' and other 'free' things which we get billed for later. Every time I speak with the sales guy he says 'I will take care of it' but he never does and the billing department continues to contact me. It is really the worst experience. I have dealt with way too many billing errors. They have made mistakes and billed me for their own mistakes and even when their errors have been acknowledged, they do not correct the charges. Each time I call I am placed on hold multiple times for long periods of time. They do not seem to have enough customer service representatives. I pretty much despise this company but unfortunately I signed on for multiple years with them and it is not worth taking the hit to change. That day will eventually come and I will move all of my locations to a different monitoring company. Seriously, save yourself the time and annoyance and find a different monitoring company. read more

Awful customer service. Let for 2 appointments to resolve our home alarm issues. When I spoke with ADT customer service about the issue - the employee had the attitude of it does not matter and that I need them more than they need me. I am now looking into ending my contract with them and researching a different alarm company. Highly discouraging that ADT finds it appropriate to be late 30 minutes to an appointment and then 15 minutes to an appointment when they set a 5 hour window appointment for their technicians to come to your residence or business. read more

If I could give 0 stars I would. It all started when Victor Loguidice a sales rep came to my apartment and tried to upsale me. I had a $395 moving credit and he probably new he wasn't going to get a commission. So instead of having integrity he told me that I needed cell guard in order to have ADT and it was a policy of theirs now. So I put a $21 down for a $200 system. My $395 credit covered the rest of my installation. So when the installation guy came to my apartment he said that Victor was completely wrong and I confirmed that with 3 people at ADT corporate and so they said they would not bill be for the cell guard. For a month now I have tried to get ADT to take the cell guard off my bill. Now Georgina Blanch, Victor's supervisor is lying and saying I only had a 50% credit. I never even had a 50% credit. I had a $395 credit and 20% off any new products as a moving credit. So she is trying to bill me $250. I have never seen such bad customer service in my life and I work in customer service. Georgina Blanch and Victor Loguidice have no integrity. Being in sales myself that does not make you a good sales person, that makes you a bad one because no one will refer you. read more

THE WORST!!!!!!! We were moving so I canceled our service. ADT continued to charge us even after numerous calls to reverse the charges. So I disputed the charges with my credit card and thought my problems were over. Boy was I wrong...a few weeks later, they sent collections after us!!! Through all of it, they made daily sales calls to us asking when they could come transfer the service to our new home. WTF?! read more

So after ADT HUNG up on me after an 8 minute hold when I agreed to continue to hold to cancel, they finally called me the day after to tell me that the cancellation fee is SEVENTY FIVE percent of my remaining contract. I told them I'll continue to pay until my contract expires and continue to blast them on Social Media. read more

Terrible customer service! And an even worse level of accountability and integrity! I had FIVE false alarms in the span of 4 weeks due to the same faulty equipment. Upon the final false alarm, ADT did not get in touch with either my wife or myself, did not get a verbal authorization from either of us, and dispatched the LAPD to respond anyway. I ended up being charged $159 by the LAPD for the false alarm. Normally, I would have no issue paying the fee (I had done so in the past). But... Prior to the 5th false alarm, ADT representatives and I discussed and established (on four separate occasions), due to the evidence of the FOUR false alarms prior to the 5th false alarm, there was an issue with a specific sensor. In fact, it was the same sensor for every single alarm during this 4 week span. As a result, I didn't think it was fair that I pay for this fee. Per their instructions, I submitted a written request for reimbursement for the false alarm fee and proof of payment of the LAPD false alarm fee in order for them to begin an investigation to establish whether or not they would reimburse me. After multiple phone calls and emails, they finally wrote back to me asking to submit the documents again! I resubmitted everything. After, another period of waiting, I reached out to them demanding they at least advise if they had all the necessary documents to begin their investigation. They wrote back and denied reimbursement. Of course, I read the contract prior to reaching out to them and confirmed there is a clause that limits their liability and essentially ensures the customer would pay for any of these occurrences. I thought I would appeal to their sense of reason anyway. In my opinion it is unreasonable that I would be responsible for this false alarm charge due to the evidence supporting the argument that ADT was aware of the context that created ALL FIVE OF THE FALSE ALARMS. Their lack of accountability, competent customer service and unfair business practice is enough for me to discontinue the service they provide. I will never work with them again. read more

If I could, I would give them a Zero. Initially the sales person gave my fiancee "false" information when he came out to upgrade our old system. Then the new Pulse system has never worked correctly and I received a false alarm warning from the city. Then I was remodeling my home and had to turn the system off during the remodel and they refused to prorate the charges due to the house not being monitored during construction. RIDICULOUS SERVICE. I could not wait for the contract to expire and cut them loose. BAD SERVICE! read more

Do NOT trust ADT! ADT promised me, as part of the starter package, a $100 visa gift card post system installation. However, they never send it to me. I called them 2 weeks after the system was installed, I was promised that the gift card would arrive in 6 weeks. I called them 2 months later, was again promised that the gift card was on its way. Now it's been over 4 months, i still have not received it. I'm going to cancel my contract. ADT is a large company but unfortunately not trust-worthy! read more

Rude, invasive salesmen who don't know how to read "No Solicitors" signs and also claim not to be solicitors. Don't understand the word no. Pushy, desperate, and rude. Don't do business with them. read more

Are there any negative stars? By far the worse alarm company imaginable...faulty system installs and lack of any form of customer service. They put a home system in by business warehouse and they want to charge me for any faults involved with the system. Any other alarm system would be better than these sheisters. Run run run away from these people! read more

Poor service. They don't return phone calls or follow up on their part of the deal. Choose another company. read more

Our alarm went off at around 4pm. ADT sent one patrol person out along with the PVE police. After the police checked the house, they left and the home was never secured by the ADT personnel. She left the door open and the alarm going until we got home more than five hours later. ADT must have continually ignored the alarm at the alarm center. I contacted ADT customer service and was told that their patrol person is not allowed to enter the premises alone. I asked why another ADT patrol was not called to the scene and was told that there was only one person working that night. ONE PERSON for the entire Palos Verdes area!!!!!! We have been paying for this terrible service for years not knowing how their service stinks. Needless to say, we are looking for another company to take over. ADT CUSTOMERS be warned! read more

Horrible customer service! The sales rep lied. Who reads through all of the long garbage contract terms? He would tell what the section was about and ask me to initial or sign. After one year (the term I was told) I called to cancel. The monthly cost is outrageous compared to other companies. The rep was rude and told me I was stuck and I had signed for 3 years. I asked if there was anyything that could be done as I felt I was being ripped off. She said I could pay off the contract. They then sent me a bill for the entire contract. At this point I will probably just ride it out but I hope that others learn from my mistake. Under no circumstances should you use ADT! Please use one of their competitors. If you're just wanting cameras I would go with Ring. Much better quality and $50 a month less! read more

TERRIBLE service..haha, So I don't own a security system..but I moved into a place with one wired into the walls. I called to see if they could help me get rid of it.. The first guy..said..yes, we can come out and remove it for free, but won't patch the holes,..I said ok, let me tell my husband and call back... I called back..Got a lady...Lady told me that was wrong..ONLY the original person who set up the system...WELL, that was years ago and that person is dead..so, there is no original person... Then she told me they couldnt even help me on the phone on how to take it down. THEN SHE HUNG UP ON ME... Assholes...terrible read more

BEWARE! When you cancel they still charge you for an extra month! Even if your contract is up. The supervisor was unsympathetic when I explained that NONE of her customer service reps told me that I would get another monthly bill when I cancel. And that's how they treat a customer of 10 years??? SO Look elsewhere! read more

I cancelled this company from installing a system last night when they tried to send a subcontractor to do the work. Forget that! Thank god I found and read all your reviews. I want a system ASAP since my house was just robbed, but I refuse to get tied up with them. I saw all the red flags when I spoke with 3 different people over several days and they all had different quotes, info and refused to send me a copy of the contract to read. I'm not signing a financial document that carries a 3 year committment without the chance to read it before installation occurs! I'm AVOIDING this company!!! read more

Do not use ADT their service is the worst. Two weeks if you are lucky and wait on phone for thirty plus minutes to get an appointment. Need two appoints and thirty plus days for any repair needed plus over 150.00 each time even if it is their fault. Shop anywhere but with ADT read more

Wow! One star rating. I'm not surprised. Wish I would have checked yelp first. Be careful with ADT. When you first call your dealing with a middle man agency not ADT themselves. They like to trap you in a higher monthly fee than advertised. ADT has installers that just want to up sale you, and their managers are rude, argumentative, and condescending. As if they are paying you. Chase is the rudest representative/manager I have ever talked too from any company. Do yourself a favor and choose another company. read more

Last year we added (with extreme difficulty) the new Thermostat that works with the ADT Pulse system. It has a few options, cool, heat or Auto. The auto function keeps your house in the comfortable range and will either heat or cool to get it to stay in that range. @ weeks ago we put it on that option as we have hot days and cold nights. The next morning our heat went haywire. We called an electrician through our home warranty. They told us that our furnace was not the problem, but the ADT Thermostat was never installed correctly and because of that the Thermostat had shorted out. Because this is an ADT product, our electrician couldn't help us. We called ADT and told them what he had said. They made an appointment to come replace the Thermostat and assured us that the technician they were sending would know how to install it. We waited a week for our appointment. A week with no heating or air conditioning at all. Saturday the tech shows up (25 minutes before his 5 hour window ended). His order just said that the Thermostat was not working. He did not have the replacement thermostat and even if he did, admitted that he hadn't been trained on how to install it. He could order the part and have it on Wednesday, but couldn't confirm that he could be back on that day because he doesn't make the appointments. When we told him that we needed to get ahold of his supervisor, because we are very unhappy and they might lose us as a customer he replied, "Well I can't do anything about that, man." he couldn't do anything! He couldn't even log into his own system to service our account and had to call his own tech support people. His only option was to delete the thermostat from our ADT Pulse account. He did that and left without saying another word. After an hour on the phone with ADT, I convinced them to refund the money i spent on the thermostat and received a 1 month credit to our account. But again I will say, if you want to get ADT, order the works from the get go. You do not want to have to have these people back at your house. They are not trained on their own services and devices. They are unprofessional and a pain in the backside to deal with. Now we just have a basic thermostat because their products and installation are sub-par. read more

I am beyond furious. Everyday my Alarm rings at the same time, system modem failure. I've called ADT to report the issue on several occasions . The rep tells me there is a communication problem but I have to pay 125.00 for the first 30 minutes for a tech to come out. I have been a customer for 3 years faithfully and you are telling me I have to pay due to a communication failure. My contract is up in a couple of months and I can not wait. Faulty system, and poor customer service. This system is the WORST. And needless to say this system modem failure happens every summer!!!! read more

Wowww, how many jurors are needed here to convict this criminally terrible organization??? I am using Simplisafe at my new home and it's been great. Highly recommend, but you do need to be at least baseline tech savvy to install and maintain the system. That's just about everybody under 70yrs old these days though. Just have to wait for your stupid ADT contract to expire though. Punks. I still hate them. read more