the main company is horrible. watch when you sign up. they don't tell you that you can't cancel your monitoring service. i signed up for it over 5 years ago and never got any notice of renewal. I complained about the monthly monitoring service costing over $50 a month which is higher than any other alarm company. monitoring with no video or any extras. Then they said I have a contract...i didn't have one. I never saw any renewals and I never agreed to it. if I did how were they able to play around with the costs without telling me and getting me to agree. now i have a collections company calling me. I was also suppose to get signed every year. I called 5 times and still don't get them. They finally told me they had the wrong address???? so who's house where they monitoring??????? OVER PRICED AND NOT WORTH IT .... read more

In all honesty it took about a month to get the whole system set up from the consultation to the full complete system. I was notified by the sales team that the job was unusually late and would take approximately 12 hours so there would need two people to install it. Fast forward a couple of weeks, one guy shows up at 8am, telling me that another person was supposed to help him with the job. I had to do something at 5pm and asked the guy if he could come back. When I called ADT to reschedule, I was directed to the mainland operators and then connected through to the local reps and told them that was informed there was only one guy who showed up. The lady on the line told me "your job is supposed to take 11.5 hours and we don't send two people unless the jobs is more than 12 hours." She also asked that I drop everything I was doing (i.e., my jobs) in the middle of my work day to run home so that the technician could complete the job, or wait three more weeks to have him install the rest of the system and get it fully operational. This is not the service I was asking for. Considering I checked with the technician if he was available on a different date, and indicated he had open slots available way before three weeks. They need to work on the way they communicate internally and to better service the customers. If the components on the system were not set up already, I would have cancelled all services and hired a different company. Based on my experience, their technicians are overworked, and the company failed to provide adequate personnel to complete the jobs. Additionally, what happened to the idea that companies should accommodate their customers? Requiring the customer to drop everything and be ready in an hour after a phone call in the middle of a work day is absurd. Based on my communications with coordinating the installation and set up, they gave the impression that the customer must cater to the company and make everything suitable to the company's timeline. read more

2 star bec the alarm system worked but.... 1. If u need service or troubleshooting, the number you call us a mainland number. 2. Appointments are not within the week. And lastly but more importantly, 3. If u need to cancel service, I hope you are safe enough to cancel the service well before the time you actually need to cancel. Calling that mainland number will put u on hold for 5-54 or more minutes as well as you will be transferred to many reps. They'll ask you if you want to transfer the service. "No, I want to stop service." Very frustrating. I started this process a month before I needed the service stopped. But because I was unable to stop service, I had to pay for an extra month. The house has been sold as of 8/4/23 yet they will stop service only as of 8/11/23 bec they finally found one of my first emails. Of which I did not receive a reply from. Their practice for stoping service is an obstruction to the consumers rights. The phone reps don't know what to tell you what to do or who to email to cancel service. I had to search all over their website and emailed several and even mailed in letters. But if you persist and research, you will finally find the correct person who supposedly will tell u what to do to cancel the service. I told the person that ADT needs to train it's phone reps and that a consumer should not have to go through so much hassle. Good riddance ADT! In response to ADT request for info... LOL. You took less than 30 minutes to respond to my review. You go research my complaint. I have been on telephone holds for hours w ADT and will not give you anymore of my time. Where on your website is there instructions on cancelling g service. None. Call customer service? That's a laugh. read more

THE WORST SERVICE IMAGINABLE!!!! I own a business in Honolulu and regrettably chose ADT for security service. It's been an absolute nightmare ever since. My system has never worked properly and ADT DID NOT honor their 6-month money back guarantee. The only way to terminate my contract is to agree to cancellation charges which amounts to paying the balance of the three year contract...for a system and service that is horrible. They don't even deserve 1 star. AVOID ADT AT ALL COSTS. read more

Maybe all the customers of ADT should join together and file s class action suit against them and have everyone call the better business bureau. I wouldn't even give ADT a one star review, they should get minus 100 stars. This is the worst alarm company. I have called at least three times trying to get my alarm system fixed, and same as the review above,promises, promises promises and NOTHING happens. I am seriously considering getting another alarm sevice, since my system fires not work and i can't get it fixed. How can you have an alarm company with no technicians? I bet if you called to get one installed they'd be out here and fast. Do yourself a favor and look for another alarm company, i wouldn't recommend this company to my worst enemy. read more

I have had ADT home security system for the past 8 months. I switched from another home security system which I thought was not very good, but in comparison to ADT,they were really great. Twice when I called the ADT dispatch center to have someone help me with my system and change out some cameras, they eithe never arrived to called me a week later saying that they did not have anyone available to help me with my camera system. I would NEVER recommend using this security service to anyone. Dr Pierre Pang Honolulu, Hawaii read more

UPDATE #2 4/15/24: I sent a copy of my post to alwaysthere@adt.com as the social media customers relations message requested. Guess what? No progress or new information. Just this "They are currently working to get a service technician to come to your area. Once that is coordinated they will give you a call. We do apologize for the frustration/inconvenience this is causing." That just confirms that ADT is without any local technicians on island indefinitely but if they ever do get one, then I will get a call from the local office. Maybe by 2025?? I also suggested that national or this customer relations rep have the local office call me to coordinate a pickup of a replacement sensor from them but it seems impossible for the local office to communicate with me. If only the local office would respond to me as quickly as this ADT Sprinklr.com AI response feature does but with meaningful and useful information instead of the same repetitive nonsense that I have been getting so far. UPDATE #1 4/15/24: 48 business hours has passed after my latest unsuccessful attempt at reaching out to ADT: by emailing my concerns and contact information to the social media customer relations department that reply's to these Yelp posts: alwaysthere@adt.com, and not surprisingly, no miracles occurred here. As usual, absolutely no communication from ADT national or ADT local management and also nothing from alwaysthere@adt.com despite their continued assurances that they would reach out to me with information from the local management team within 24-48 hours.......... read more

If there was a negative this company deserves it. Slimy and deceiving. the sales guy sells you on a month to month plan but does not tell you if you sell your house or cancel that you are responsible for a 3 year contract. very deceptive and on top of that their service sucks. Once the sale was made I never heard from the sales rep again he never returned my text or calls. The worst company ever look at all the negative reviews. I am reporting them to the BBB and DCCA. read more

I have been a loyal customer of ADT in Hawaii for over 5 years. I was informed via letter and email that for to 5G conversion that my system required an update and that it could be done remotely as a phone appointment. I was provided a 1 hour window in which I would receive a call to get this completed. The hour came and went and I was called about an hour or more later and luckily I was still home. Upon a quick discussion with the service tech I was told it COULD NOT be done remotely and a service tech would have to come out. I was booked an appointment for about 3 weeks in advance. No additional communication in what this "update" would entail and certainly NO communication indicating there would be any cost to me as I paid initially for my equipment and I pay $73 a month. Appointment provided with a window of 1-5 pm. So I had to take off Work to be home. Service tech called about 3:00 to tell me he was on his way. When he arrived he asked me what the appointment was for? I informed him that it was a required system update per ADT. He said oh no....they booked you in the wrong appointment type and that he would not be able to complete the update without charging me $800 or so for equipment!?!. What!?! First of all it wasn't my issue that the ADT schedule rep scheduled this appointment incorrectly, secondly I have already wasted 5 hours of my time in which I took off work. I asked what needed to happen to correct the situation? I was told that I had to call ADT customer service. Ummm....why wouldn't you call your company to correct the situation? The tech proceeded to "try" and call but didn't have the correct required info such as manager full name as they were in a staffing change over. Sooo I had to call customer service but asked the tech to remain in hopes we could get it resolved and I could get the update completed. Of course not!! Wasted another 2 hours of my time on hold and in discussion with multiple ADT reps who could only inform me about all the things they could not do vs. figuring out how to make the situation right. Bottom line, no update, no new appointment to waste my time again, and I'm being told the "best they can do" is give me a 20% discount on the $800 worth of equipment!?! Extremely poor customer service. So disappointed and frustrated. Called ADT customer service again today to be told sorry you WILL have to pay for an upgrade and we CANT tell you how much without sending a tech out BUT we don't have anyone available until FEB 2023!! It keeps getting better. read more

AL's Back Story: One of the motion sensor's in my ADT system has been malfunctioning and despite troubleshooting it over the phone with the ADT national technical support department, the problem was not resolved. On March 30th, 2024 I requested (through the national tech support department) that an onsite local tech to come out to fix the issue and I was told that they created an onsite job"request," and that someone from the local Oahu office would call me to schedule for an onsite appointment within 24-48 hours since national could not see a schedule for Oahu onsite appointments; but sadly no one contacted me. If you keep reading this, you will soon notice a pattern with ADT's commitment to its Hawaii clients... After waiting one week without any communication from ADT, I called ADT again and was told that they did not know why the local office/dealer did not reach out to me and they could only offer to "send another message" to have the local office give me an update on the status of the schedule for an onsite tech to come out, and then ADT national would call me back with that information. Nearly an additional week later, I still did not receive any communication from ADT representatives or the local office/dealer. I called ADT national again and was then told that (without prior notification) my original job request for an onsite tech was cancelled and that a new job request for a virtual tech appointment was created in its place. It was only because I finally reached out to ADT again that I was told that according to the account notes, there was no local technician on island for ADT indefinitely and as such they could only offer to schedule me for a virtual tech service call instead. Later that day, the virtual technician that called me for the "virtual service" worked through his standard protocols to troubleshoot the issue and confirmed AGAIN that my motion sensor needed to be replaced to resolve the false alarms issues. He said that he would have a new motion sensor shipped to me via FedEx and that it would take 3-5 days to arrive on Oahu and scheduled me for a follow up virtual tech service appointment in one weeks' time. Thinking that a replacement sensor was on its way and that my ADT system would finally be functional and protecting me again, I started to think that maybe miracles were possible. Unfortunately, it doesn't seem like even miracles can save ADT here in Hawaii...The following day, the same ADT virtual technician that said he would have the replacement sensor shipped to me, called me back and left me a voicemail saying that he needed to ask me more question to resolve my issue but as usual did not leave any call back number or a direct number/extension for me to reach him at. When I called the main ADT number, I was transferred another three times and finally ended up at the General Service Desk (GSD) with a representative who informed me that the replacement motion sensor cannot be shipped to Hawaii and again confirmed that I could not be scheduled for onsite local service because there is no ADT technician on island. I was then given the same response from my original call to ADT on March 30th (two weeks earlier), that someone from the local office would contact me within 24-48 hours to schedule the onsite service appointment. After calling ADT's national number on 6 separate occasions I still have yet to hear from anyone from the local or national ADT office (I only received one call back from the virtual tech that called me to say that he gave me bad information and set me up for equipment delivery that they could not perform in Hawaii and one call from an supposed "supervisor" in some overseas call center who only summarized the details above, said that they are "not allowed" to call or contact the local office/dealer as they are only allowed to create "job requests" for the local office to pick up when they are available, and lastly that I will receive a call from the local office in 24-48 hours) and have received zero information on when an onsite technician will be available to fix my system. Additionally, I called and left multiple voicemails for the local office directly (I have the local office numbers from past onsite service appointments several years ago) on 3 separate occasions but again still have not gotten any response or information from the local office/dealer for the past two weeks. There have been multiple theft and trespassing related incidents in my neighborhood recently and I have had four separate false alarms from the faulty ADT motion sensor this month alone. One of the false alarms occurred when I was away and without active cell/internet service which resulted in HPD being sent to my home at 2AM. Not known if a burglar alarm notification from ADT is real or false and essentially having a non-functioning ADT Alarm system has caused me and my family a great deal of unwarranted emotional distress and anxiety and we do not feel protected by ADT. read more

This alarm company is horrible, there is no communication or response after the first initial sale. It feels like a huge bait and switch. I will not be doing or recommending anyone to use this service for either business or residential ever. read more

Been with them for years. Price just kept going up and up, service did not. Finally I did two years of having both ADT and Ring. ADT $74 a month, Ring $110 a year. Several false alarms with ADT, zero with Ring. When it was time to say Aloha to ADT it was a very painful phone call. I was later called with offers begging me to continue my subscription. After a month ADT still auto deducted a payment from my CC. I would save money and do Ring over ADT. read more

do not go with adt!!! i repeat do not use adt they are the worst!!! once salesman get your sales they will ghost you. when you have problems and try to call 808-206-7557 it's just the mainline to adt. they'll take you in circles to 5 different depts and spend 2 hrs on the phone getting nothing resolved. the techs they hire were horrible. showing up 6hrs late to your appt and shows up on an off day to install cameras that are not even part of adt services. once again do not use adt services. worst decision ever read more

Wow ADT! Had an appointment a few weeks out and was called if we wanted to reschedule for today.... YES! Service provider called when he was 30 min away to give us a heads up. The two service techs that were here spent a lot of time making sure everything was up and working. We didn't know our system needed an upgrade and we were informed of that and it was also completed. I will be adding their names to this review shortly . Great customer service and thoroughness is something hard to find . I am so impressed. read more

I have been with ADT for over 13 years. I asked them for some yard sign and nothing.It's been over four months. I talked to three customer agent and nothing. It is pretty sad that they can't get you some yard signs. I hope ADT is reading this. read more

Had three separate service appointments with ADT. The appointments were not kept. When I inquired about appointments I was told that some one called but I did not answer. This is not true. My phone is with me 24/7. All missed calls are noted. When I asked to speak with a manager I was told that the manager refuse to talk with me. Another appointment time was given. This appointment was nit Kept. I called to determine if a service person would arrive on this day. I was told that the service person was 30 minutes away. That was 2 hours ago. Very sorry customer service. I had been a custome for twenty years. That ends today. read more

DO NOT DO BUSINESS WITH ADT From the beginning we were lied to by the sales people in Hawaii. They told us we could get out of the contract within so many days & believe me we tried. As stated in other reviews they just don't answer their phones or return your calls. It's really a nightmare so we're stuck with a service that costs $60 a month that we don't use for 3 years! Now that we're moving they say the new owners can't take over the remainder of the contract and if we move our service to our new home we have to have a new contract of 2 more years. Please don't do business with these people., you will be forever sorry. read more

I took over a contract with ADT from the woman that previously rented my old office space. I wasn't aware at the time that had I not taken over the service she would have been charged the remaining balance on her contract despite the fact that she was moving and no longer had use for ADT's service. When the transfer was going through a technician came to the office and while he was there he set off the alarm. The Kirkland police department was contacted and when they came to the office the technician was long gone. I was given a warning and ADT took absolutely no responsibility for their part in it. Covid hit my business in mid March and by June I had to close the doors permanently. When I called ADT to explain the situation they did not allow me to close down the account or end the contract. Shortly after that my husband who is active duty ARMY received orders to Oahu for 3 years. I contacted ADT again to have the account closed and sent them a copy of our military orders to show that I had to move and could no longer use their services. It took almost a month for them to finally close down the account and when they did they took the remaining balance of the contract directly out of my account without my consent. ADT doesn't not honor military orders for business owners. Not only is this an extremely unethical and immoral company, they are also one of the only companies that still exist that refuse to acknowledge government orders for military families. If you have an office and you need a security service DON'T go with ADT. If you want to protect yourself and or your family I strongly recommend that you choose another company that doesn't prey on their customers with predatory contracts. Especially during these uncertain times. read more

Do not do business with this company!! I was a member for the past eight plus years and they keep jacking up their monthly rates ($55 a month) for the basic service. Equipment failures and piss poor customer service for the money spent, makes this a very bad investment. Additionally, when I tried to cancel my account, they need another month to suck out another $55 out of you. They refused to provide me with an email that states that my account will be cancelled in 30-days. I will also tell my friends and USAA not to do business with this unethical "security company". read more

Never used them but I tried. Called the number to set up an appointment because my insurance company, USAA recommended ADT. However the local ADT employee (Yvonne Colman) who was supposed to come over at 12:00pm was a no-show. Corporate ADT, after placing me on hold for about 5" acknowledged that their employee had an appointment but... They said they'd be glad to reschedule but I said "No, thanks" Based on their dismal scores I can see that they don't perform well here on Oahu like the mainland. read more

There service on island is not reliable and after 4 years of service I have had it. I have security cameras that are down several times during the day, or completely offline for days. I have had multiple service calls. It takes forever to get an appointment, and not all the techs are equal for sure. I do not feel safe with this equipment, and I do not recommend it for anyone unless you live in a shoe box. Their solution is to move all your devices as close to your internet router as possible. I have a Nest system running in the interior of my house as well which rarely ever goes down, internet cable, and signal boosters everywhere. I have no issues with any of the other equipment at all. My home was broken into before I got the system. The service is so incredibly poor I may as well have nothing. I had ADT on the mainland for more than 10 years without any issues, which is why I choose them when I moved here. My monthly rate continues to go up, yet my service has gotten worse. Shop around before you select this company to safeguard your property. I live in Aiea perhaps the service is better elsewhere on the island read more

I'm surprised to see some of the negative reviews here about them because I just had them install a security system at my house and they did an incredible job overall. The sales rep Fadi was very responsive from the beginning, gave me a very good deal and offered many different discounts to earn my business, and worked with his crew to get me an installation slot within a week as I requested. The two techs who came to install were very professional and had to just do a walk through with them in the beginning and they then just went on their own to install everything inside and outside the house and didn't need any guidance and just called me when they were done for me to confirm everything was working as expected. I had them also install outdoor cameras and video doorbell, so all the security stuff stays within one ADT app and I'm not having to switch between different apps like ring and arlo which was a major pain point for me previously when I was with a different security company. So far the system and app both work great and the techs also provided me with their their direct cell no to contact them with any questions. I highly recommend them, they may not be the cheapest but if you're trying to have a simplified security system in one place, ADT is a great choice! read more

I have been with ADT for many years, and recently I have installed the Pulse camera system. I have nine outdoor cameras around my home. However, it does not record an intruder. I am being harassed by my neighbors. They get into my yard and onto my roof to see what I am doing. This happens every night and day. All the neighbors on my street do not help me. All they do is just watch. The police think that I am crazy because I do not have evidence on my cameras. The Pearl City police department is terrible. I would not recommend anyone to move to Pacific Palisades. It is full of troublemakers. read more

Awesome service. We have an older Brinks system which ADT now manages. One of my zones started tripping (setting off the alarm) and the dispatch contacted me, which is what they're supposed to do. ADT suggested I setup a service call and have a technician resolve the issue. The service technician Carol was very courteous, professional, knowledgeable and thorough. She called me stating she would be there in 45 minutes (which she was). She replaced the bad sensor, applied silicon to all the sensors to ensure they wouldn't fall off, tested the entire system, got me setup ADT online, and explained other services they offer. I am very satisfied with what she had done. read more

Should be no stars, but it's not available! I Called for consultation appointment and was given a 12 noon appointment. No one showed up at 12:30pm. I called and was told that they will reschedule my appointment to 4pm-6pm. By5:15pm, no one came. I called and was told the representative is currently not in my area (the representative is in a different state on the other side of the country. ) What kind of system do they use that they didn't know the representative and I are in 2 different states?! This wasted my whole afternoon. And we didn't get any where! This is the start and end of my ADT experience. And when I called for the consultation, they were very aggressive and tried to get me to commit over the phone and pay them $100 deposit! I'm glad I didn't! read more

This service expects monthly payments but will not cancel when you leave. We were perfect customers for over 5 years and when we moved, they failed to log our request to cancel over the phone. They then sent us a collections bill for over a year. We still have to work on cancelling our account. They are the worst. Go with a system that you can control yourself. read more

DO NOT, DO NOT, DO NOT USE ADT (Safe Home Control Inc.)!!! My previous company had free maintenance, the ADT (SAFE HOME CONTROL INC.) salesman Derek Cosper convinced me to switch because they would lower my bill and I would still have the same free maintenance with ADT as I did with my last company. After I signed the contract, they scheduled me to get installed (after my contracted 3 days to pull out had already expired) and had the replacement panel installed, the installer said that there is actually a subscription fee after 90 days! So the salesman lied. They also had to install another component to talk to my current sensors which malfunctioned while we were sleeping and set off the alarm later that night. He also promised to replace my secondary panel, which I had to keep calling about because the installer didn't have one. When I finally got it installed, (which turned out it wasn't a touchscreen that would tell weather which was installed before) it was an old pushbutton keypad that ran on batteries. So I was basically downgraded from my last panel. So I called and told them they need to hook up a/c power to it because when an alarm is triggered the secondary panel never sees it because the panel goes to "sleep" after a few seconds while on battery power. I had wire ran already for the AC power but the installer chopped it off and shoved it in the wall instead of hooking it up. The sign wasn't even installed for over a week, I had to keep calling for one. The bottom line is, I should have at least had what was promised to me by the salesman, the included maintenance. Lying in order to get sales is total BS! Don't trust these people! read more