I'm giving customer service a 5 but honestly I'm so not happy with the service and equipment. Already on two occasions it did not record activity. There was a mother that left her children in a car and the kids were screaming because it was hot. Cameras did not work! Then my neighbor got robbed and her windows were broken my cameras again were not working. To many trouble shooting. I wish I could get out of my contract. Which is another thing I'm upset about. I signed up for a two year contract when I started but when you have equipment installed please read the fine print. I thought I signed my name for a service completed nope not only did I sign for a Installation of cameras but another two years contract The service man just gave me a paper to sign but didn't explain what I was signing. But the people that I talked to on the phone are so nice and professional. I know there is not much they can do. But I think I have another year and I'm out!! I do not recommend at all. read more

ADT uses a site caits Consumer Affairs and this site promises to get you the best home security service. Beware - consumers Affairs sounds familiar and you mistakenly think it is Consumer Reports. I was stupid enough to be lured into thinking it is the same as Cosumers Report and filled in all the the information.including my cell phone nt tumbers. That's when tourouble starts. ADT Services call me as early ougas 8 in the morning bhut they did not stop there I receive at least an average of 5 calls a day. I finally decided to answer one of the calls and told the ADT personnel I am not interested in using their service but that did not stop them from calling. ADT Security Service has a ONE STAR rating and it's definitely NOT the company you want to do business with. They require you to sign up a contract once they install the security system and it's hard to get out even if you are not happy with their service. read more

My experience has been horrible. Please avoid this company if at all possible. Here are my reasons 1) They wanted to charge me almost $1000 for the equipment. When I said I wouldn't pay that much they waived the fee. Sounds like a good thing, but felt more like a scam to see it I was dumb enough to pay them. 2) they would not honor monthly charge they provided in writing, even when I read the contract back to them. 3) the system did not work, alarms going off in the middle of the night the first 2 days after installation. 4) customer service is not good. Long waits with lots of transferring so I could explain a problem all over again. 5) Because of the above problems I cancelled after 2 days and within the 72 hour cancellation window. They offered to lower the cost for 6 months if I stayed but the experience was so bad I declined. Was told someone would call to pick up the equipment and that my first month fee would be refunded, I called back 1-2 weeks later to check on the status of my refund and was told to be patient. Now 6 months later they are still charging my credit card. When I called to complain I was told I hadn't followed the prescribed cancellation protocol, despite confirming my cancellation with 3 different individuals. When I asked if they thought it was right to charge a customer who never used the service and had called multiple times regarding cancellation, I was told "you signed the contract." So BUYER BEWARE, this is not an ethical company. Take your business elsewhere. I gave them one star because a negative number is not an option. read more

I have been extremely disappointed in the ADT home security system. I have had FIVE technician visits since getting the system two months ago, still do not have the doorbell on my outside wall (the last technician disconnected it and left it on the table inside and this was after it was broken and blinking red and I waited 1.5 weeks for a technician visit), I have been charged for technician service/repair while still in the trial period and had to call (again) to deal with that, have spent hours on the phone with ADT trying to correct screw ups, miscommunications, etc etc. Everyone individually has been pleasant however, the communication within the company between departments is a mess... I was in tears when the last technician was here I was so frustrated. This is not ok. I got this system to relax and feel safe. Instead I have been stressed, it's been VERY time consuming dealing with ADT and I do not even have a working doorbell. Disgusting. I want out and I definitely do NOT recommend ADT! read more

Wow! is all I have to say. I didn't realize in 2018 that businesses could afford to have such unprofessional and careless customer service...esp. for new customers they are trying to court. We purchased a home that had a fairly extensive ADT monitoring system already installed and I called to inquire about pricing. The call started out fairly unbusiness-like when the gentleman who answered the phone didn't address me and I got to hear the last few moments of his jokes with the office coworkers. Once I finally had his attention, he was informative and was able to answer my questions. I thanked him for the information and said I would talk to my insurance company about possible discounts, discuss with my wife and call them back if we decided to initiate service. When he realized I wasn't going to be signing up right then and there, things went south fast. He began to get very pushy and condescending asking if I really was ok with letting all their expensive hardware go to waste. I tried to laugh off the questions and politely exit the conversation, but when he asked why I couldn't make the decision without my wife, I had to finally hang up. I really was completely shocked at the whole experience. A little training in customer relations and courtesy would go a long way, ADT. I'll be looking at other options for now. read more

We've had ADT for 3 years now, and have had 0 issues. Love the app on our phones as well. They are quick to call if the alarm goes off, just had a window sensor replaced for no charge, and customer service has always been helpful. We had someone try to break in through our back sliding door while we were camping, and the system scared them off. We had Vivent, and they truly sucked, but ADT has been great to this point. read more

I have been with ADT FOR 21 yrs with out to many issues but after the pandemic I have been on several 80 min holds. Each dept sends you to another line with another hold.I dealt with my alarm and service from 3-7 I do not have that kind of time so I ended up canceling. I don't care what they tried to offer me! I'm off to find a new co. It's a bummer. ADT pull it together I can't trust you would help me if I needed it. read more

This is the worst company anybody can ever fucking work with. They don't listen to their customers ... there price are rip off ...there equipment does not work and when you want to cancel they give you a hard fucking time about it.... they had somebody try to convince me to for 45 min to try to keep it .... and after I had to yell at them to remove my product they finally started to remove it .... but I had to get to the point where I had to because a mega Bitch so they can do what I want .... I'm the customer not you !!!! Do what the customer wants !!!!!!! And the persons name is ZIP what the fuck kind of name is that !!!! read more

Service is crap!! Very disappointed at this company! Cameras only record 30 seconds of motion and nothing after that!! Even if there is still motion going on in front of the cameras. What kind of security is this?! NOT WORTH WASTING YOUR MONEY! Go to Costco or sams and get a better system to keep your family safe. Don't bother with those scammy people knocking at your door. ADT IS CRAP!!!!!!! read more

In this day and age, even used car salespeople have become clear and concise with what you get for your money and what you can expect. I was literally promised all my downstairs windows and all doors would be covered on the phone-when they came to install, they wanted $2000. They then offered me some bs credit and cut the price in half, but still $800. I already had a system from them, by the previous homeowner in my home that they tore out and gave me no credit for. Run away. Get Simplisafe or something like it. It's not worth dealing with these shady phone sales tactics. The fact that you can't view their packages online should be a good indicator of what they are up to. read more

These crooks are still charging my bank account for service at a house I sold several years ago. I sent them a letter asking them to stop service at the time. They will not stop charging me until I give them my security code, which I've long forgotten. I asked them to send someone to my current home to check my identification and take care of this...they refused. The worst company ever! Having to give them even one star is infuriating! Do not do business with these people! read more

Caution if canceling service: In November 2018 I called to cancel my service with ADT because I sold my house. I was told their is a 30 day notice to be given for a cancellation. I was moving on December 28, 2018, so it would be fine. Of course they tried their best to get me to continue service at my new residence but I refused it. 3 months later I see that they continued to take my auto payments every month after I canceled it. What a run around it has been trying to get this money back. Today they see that when I canceled it, the person on their end put a date of December 28, 2019 to end service. Really? Now I am being told that I will need to call them back on June 1, 2019 to tell them if I want a check or deposited back to my checking account. I spoke to 2 different people and asked that they expedite my refund and that I want a check mailed to within a week. Why does it take a month to get my money back that they should NOT have taken? ! If I could give a negative star I would just based on the refund BS. They make sure my monthly payments are taken on time. Ridiculous. read more

Do not get security alarm from this company. If you do, read all the contract about services. We just changed our router so I have to re-install the cameras. With their technician online , I was able to install the first one but the next one I was not able to do it so I was told they will send a technician to fix it with $25 fee. Then when the technician came he told me that he will charge $169 to fix plus $25 for the trip ( that the $25 fee) to came on our house. So I had to accept it for our security. With all robberies around about financials difficulties with COVID-19, they take advantages about it. So beware!! read more

Oscar Martinez came out to repair our Panel and it took two visits due to a part that needed to be ordered but system was still able to work. Oscar is very caring and wants to be sure you are pleased and that system is working as it should. Five stars for Oscar. Thank you. read more

Gosh - wish there was a minus 100 score to rate these crooks. Company signed a one year contract with me, and I had SIGNED DOCUMENTATION for this. At the end of the year, when I left the house I was renting I was harassed, threatened and intimidated into paying ~$500 for a second year because 'the sales Rep who signed the contract did not have the authorization to change the terms'. How am I, as a law abiding consumer to know this? - crickets.... Why would the company not honor its own agreement - crickets... nearly $500 extortion dollars later I am rid of these unethical thieves. RUN DO NOT WALK, RUN AWAY FROM THIS COMPANY - can find online month by month $10 deals much better than these criminals can offer. Do not think BBB or the law can help - tried both - crickets... read more

Buyer beware! Shady contracts, untruthful and half truth website information, terrible services, transfer calls to the black hole, no techs too busy for my unarmed system, 30 minute to 1 hour on hold. This company says 30 day trial cancel with no questions asked. Try to cancel and it goes full Circus! True statements from my calls, "you can sign for your parent who has Alzheimer's"; I then call for service, "sorry need to speak with your mom"; she can't talk, so now I have to cancel, "oh that's ADT, we are Defenders with no trial period"; What! I called ADT!, well your account is with Defenders"; Contract says ADT, doesn't matter, you can cancel if you pay additional $800 for 75% of contract, around and around and around! Seniors, and everyone else, run away from this multiple personality company, Twilight Zone with antisocial personality disorder. read more

Piss poor customer service. Had an appointment to get motion sensor repaired told the customer service representive no one would be in residence untill after 3. She said itshouldnt be a problem would request last appt. for the day. On the day of the appt they called the home phone got no answer to reschedule appt. I took off 2 hours early from work to meet them they never showed. Customer service now tells me I need to reschedule and allow a 4 hour window for them to show. They did offer 2 months service for any incovience whish wont even come close ot offestting the time I will have to lose to wait for them. I canceled service. If your looking for a professional alarm company this ist the one read more

Horrible. I called the 800 number to cancel my service. When I asked to speak with the rep's supervisor he refused. He did give me her name and a phone number to call which was the same phone number I called to reach HIM ~ the generic 800 number which he had already said she is not there. I clarified that he did in fact have a boss. He was sarcastic stating "well yes most people have a boss". He refused to connect me or give contact info. Horrendous customer service. So if you choose them you should hope everything goes perfectly because if it doesn't you're going to have a exasperating battle with annoying, don't-give-a-crap employees. read more

One star is too many. For five years I've had the adt service. The other day we were upgrading to cameras and fancy things. The installer convinced my wife that what she wanted could not be done. But before he left he checked our settings and informed her that our system was not connected to adt. The original installer did not connect it to our phone line. So if we did have a break in the system would not contact adt or the police. So we have been paying for 5 years for lights and bells but no security. When I called to cancel they actually tried to upsell me more worthless devices. read more

We had a guy by the name of Sergio come out today and install our system. He was kind and personable with my wife and I. Told us all the information we needed and of course offered the upgrades to the system. He was not pushy or tried to sell us stuff we didn't need. He did show us what the price would look like if we went with all the bells and whistles. We did add on a couple of options that we thought would be great and then he went to work installing all of it. It only took a couple of hours and he was done. His work was clean and he respected all our goods in the house. He went into great detail on how the system works and made sure to answer all our questions. Based off the information given to us this seems to be what we have been looking for. No wires in the house and the upgraded key pads made the extra money spent a great deal. I saw a lot of bad reviews on Yelp about these people and was a little worried about what to expect from this visit from Sergio. People need to read the fine print and make sure to get details before setting up an appointment to get this system installed. Nothing is free in this world and just like car dealers these companies are always going to try to make an up sale. You dont have to say yes to anything. Sergio never pressured us on any of the upgrades but just made us aware of what we could do to really make our house a security compound. I know we just got this installed and hope that everything from here on out works like it should. I just wanted to post this to show that it was a painless install and that the ADT installer Sergio was a stand up guy. read more