This morning, I had trouble with my ADT pulse application that allows me to control my ADT alarm system, including all of my cameras and motion sensors, I got an " offline " error message. I called ADT and the first representative had me do a few procedures, but they weren't successful so she transferred me over to their tech person. A lovely young woman named Heather. took over an and the total time on the phone was an hour and a half to diagnose and fix the problem. Thankfully, I had a problem several months ago and they sent me a box with the new Netgear communication equipment and told me if I had the problem again to change these two things out, 2 Netgear units that plugged in to the electrical outlet and another two cables that went to the gateway system for ADT pulse. my AT&T router is in my office behind a desk and the file cabinet not eadily accessible, and my ADT gateway router was in another room. Trying to diagnose the situation I had to run back back-and-forth between rooms, plugging and unplugging things and quite frankly I will admit I was frustrated and tired . I know I wasn't an easy customer, but Heather was amazing, I kept apologizing because I couldn't hear her well there seem to be a delay between our conversations when I would say something it took a while for her to respond and that was frustrating until I realized I needed to give her more time because of the delay. During the entire process, I will admit I was anxious and impatient because I had an appointment and I wasn't sure if we were ever going to get this thing fixed. Thankfully, with her expertise and patient guidance we were able to fix the problem. I apologized to her for being a difficult customer and she said that's not a problem. We're here to serve and I understand. I hope someone in HR or higher up department. sees this review and makes a notation to her employee file. Her degree of professionalism knowledge and patience was greatly appreciated and I'm back in operation again. Thank you, ADT for your continued excellent customer service. read more

This review serves as a formal public complaint regarding my experience with ADT and its billing practices. I was charged for services and/or fees that I did not authorize and that appear inconsistent with my agreement. Despite multiple attempts to resolve the matter through customer service, I have not received a clear explanation, proper investigation, or satisfactory resolution. The responses provided were inconsistent and failed to address the specific billing discrepancies raised. As a consumer, I expect transparency, accurate billing, and good-faith efforts to correct potential errors. Instead, I experienced significant difficulty obtaining accountability or meaningful assistance. Unauthorized or unexplained charges raise serious concerns regarding billing oversight and consumer protection compliance. Unless this matter is promptly reviewed and corrected, I am prepared to pursue further action, including formal complaints with consumer protection agencies and regulatory authorities. I strongly encourage prospective customers to carefully review all contractual terms and closely monitor billing statements when dealing with ADT. read more

Getting ready to leave after 19 years 10 months due due to ineffective service. ADT too big to make a decent product. They charge the most and the system does not work. They are too short of technicians in the field and too many outsourced telephone representatives. read more

If you have any problems with your system and they send ''Edgar' out, save yourself the trouble. He's a waste of time, doesn't have any ideas, can't do his job. read more

I've been dealing with these guys almost a week. No return call no follow up not even to show up to install. This company is terrible. I wouldn't recommend it if they were the last people on earth do yourself your favor don't sign up with them. read more

Been with ADT over 16 years. I called many times due to functioning issues. Cameras,etc. Each service issue they want to over charge me for everything. Costs for additional equipment is very high compared to others. Called to cancel and Jasmine was very helpful in looking into other options which I appreciated. But as soon as I said I'd still like to cancel , Her entire demeanor, tone, inflection was hostile, short, curt, cut off and she hung up on me. Omg! Seriously 16 years and in the end you treat me like crap ! Do Not Ever go to ADT ! Unless you go their way - You will be treated like poop !!! Why would I ever get into a contract with you when you just treated me like crap after 16 years! Hello Ring !! You are so better than ADT. read more

Well my system has limited my use and adt can not, or will not tell me why. This is rediculous. I tried to add a notifcation to system and noone at ADT can help me! read more

Highly do not recommend if you're looking for security for your home. You're better off just getting RING camera or setting up your own equipment than being in a bind with their business. Overpriced and overrated. Also if you live outside of Reno area in smaller towns, you have to set up maintenance appointment and that can take a while and also they charge for those appointments. read more

I think two is a far review. Price seems to be good at 1st ( down was high because you have to buy all the equipment) then you start getting the service and that's where the down fall comes. So we got I'd say the mid level service. Two cameras and a door bell camera, pad and smoke and carbon detectors. Service install was quick and the service people were nice because they were setting it up and wanted the sale. Signed a few year long contract. Now I know why they make you do that and it's because the second they instal the service nose drops and they dont care about you anymore. They have your money and that is all they need. So as the system gets older we started having issues and when we would call would get a lot of run around. So with a year left on our contract both cameras totally stopped working with a frozen pic. Worked with tech support for days trying to get it fixed. The for camera worked but could not talk or hear from it. Would go off line regularly. When no one could figure it out they said we can send some one out and there will be a charge and most likely needs all new equipment, and I would be responsible for all the cost as well. So I pay close to $80 a month for non working equipment no, customer service and if I needed anything they had a cost for me. So they sell crappy equipment knowing there will be issues and if you want the service to work while under contract you have to keep buying their crappy equipment. Smart business plan for sure. Only thing that was easy was canceling service the day out contract was up. The whole time we had ADT we had and still do have a secondary camera system. Not one issue in over 5 years with that camera system. Save your money buy a stand alone camera system some WiFi door locks and save hundreds. read more

The worst customer service anywhere. I will be cancelling my service when the contract is up in August. Never again. Sensors fall off the walls, camera NEVER works. They want to charge me a service call, expensive, to come fix THEIR equipment. Absolute crap. read more

This company, even when the alarm goes off doesn't respond.Then, when I tried to cancel my service, it was a nightmare.They transferred me.It took over two weeks to get a cancellation and I asked for documentation.They still have not provided.It is a horrible company.They're very disorganized read more

I have given a one star because it's not possible to give anything lower. I had been with ADT for almost 22 years. On Monday we left for a trip to California. About an hour and a half later we got a frantic call from our pet sitter. The alarm wouldn't shut off. Our sitter has worked with us for years and knows our system So it wasn't operator error. We tried calling ADT and got hung up on twice. Finally when we got someone on the line they told us they couldn't turn off the alarm for us. Then we found out that they have absolutely NO plan to deal with a catastrophic failure of the system. If anything happens like that on a holiday or weekend you are screwed. We asked if they could call someone in. No they can't or won't. Their suggestion is that we could just live with the siren blaring until the next day. I bet my neighbors would have loved that NOT. Then they suggest that an 80 year lady could climb a ladder into the attic and unplug the siren. NO!! We cancelled our trip and turned around. When we got home my son was able to turn off the siren. When I called to cancel yesterday, that brought another 40 minutes of them not taking responsibility and trying to stop me from canceling. Again this morning, they called again trying to get my business. OH absolutely NOT. The bottom line is you should avoid ADT as they have NO contingency plans for emergencies. They also have lousy customer service. They can't deliver when the chips are down. Actually I doubt they can even spell customer service. They'll take your money and leave you hanging. read more

There should be a zero stars to choose from. ADT has lied to me from day one. I have a contract that shows that my monthly monitoring is $26.99. They continue to charge me 52. 19 I have called every month and I was told that they could only bring it down I believe $12 a month because they were charging me for a maintenance fee. Then I am told they have no such thing. They continue to charge me over and over again at the wrong amount and of course told me that they did not have a two-year contract, but it is in the fine print now that I already have it. Worst company to deal with! read more

Horrible customer service. Just canceled after 17 years. Tried to get a replacement panel and was given a different price by each and every person including the technician who came to my house twice to do nothing. Third time was a no call no show. They did nothing to apologize for their horrific service. I don't trust them as a company and wouldn't trust them to monitor my house anymore. read more

Complete customer service failure. Avoid at all costs! Each tech told us a different lie. Fraudulent!

The worst service department and technical departments I have ever dealt with for 30 years, they are so rude and the most condescending men from any business I've dealt with. Find another company I've had to call them almost everyday with an alarm going off and new batteries I've had to buy I've spent a fortune. read more

We "upgraded" our system a couple years ago. Now with that upgrade we have less zones. We had a problem with a zone, I called ADT, they sold me a part when I finally got through to somebody. They mailed the part and made an 8 an appt for today at 8 am. It's now 8:22, no phone call back and we've been on hold since 8:10. They disconnected my husband who was on hold. They have NO problem taking your money The personal service is non existent. If I had run my business like this, I can be sure I would have had no clients. read more

As someone who purchased $1,500 worth of Nest 1st Generation security equipment seven (7) years ago, I got sucked into doing business with ADT when Google stopped supporting Nest Secure. We sold or discarded our original equipment and purchased the 2nd generation of cameras and detectors, complete with ADT support. After tricking us into signing a 3-year service contract while placing an equipment order on the phone, ADT refused to cancel it an hour later, saying it had already shipped. However, the shipping label wasn't generated for two more days. We returned the order unopened the day we received it and waited 14 business days after it was delivered for our refund. A month later, we still haven't received a refund, and now ADT has charged the second of three payments to our credit card. We've called them several times, and each time, the representative gives us a new case number, promises to escalate our case to the next level, and tells us to wait a few more days for our refund. read more

We've been ADT customers for years, and we just had them install a brand new home security system for us. They did a great job! Eric and Sean were early to arrive, so we didn't have to wait at all. They wore masks and gloves and were very cognizant of Covid protocal. We didn't stay at the house during installation, so when they were finishing the job they called and I returned so they could walk me through everything. The system turned out perfect! I would highly recommend ADT and Eric and Sean! read more

I used ADT for 4.5 years. Never had an issue, never had a break-in. August 2023 the motion sensor alarmed inside my house; I was called but did not receive the call as I was in a rural area. My back up was called and informed ADT they thought I was out of town, so call the police. ADT decided to cancel the alarm for some unknown reason to this day. 5 hours later when I woke up I looked at my cell phone and there were numerous calls and texts from my backup and ADT. I looked at my security camera facing the front of the house and could see window screens on the ground; someone had tried to break into my house. After numerous calls to ADT I said 'CALL the POLICE'. One of the customer service phone people said the alarm was canceled due to a 'temper alarm'..they must work remote out of the country. I couldn't understand a word this person was saying. Temper alarm?? The police promptly arrived and a mother bear with her 3 cubs jumped through my closed kitchen window and was inside my house. Once again, 5 hours passed from the original alarm until the police arrived. They got rid of the bears and informed me to get home asap and secure the window as bears often return. After coming home cleaning up the mess and ascertaining damage I still knew ADT must be dealt with. I tried calling their main number numerous times asking for someone in charge, a supervisor and I was repeatedly told someone would be calling me back. Noone was available. Again, remote service out the country, my guess is Asia. Noone ever called me back. I proceeded to hire a new home security company and when I went to cancel and only then did I get a chance to explain to a real person what had transpired, I was told 'so sorry that happened' and was charged close to a $400 early termination fee. I wrote a letter to the supervisor of the billing department outlining in detail why I was canceling and under the circumstances I should NOT be charged an early cancellation fee. No avail. They billed me I paid it and now I want everyone who is thinking about a home security system to SKIP ADT. The name brand is well known, but service is absent and as you can read above, it is virtually nonexistent. Fortunately, my break in was a bear versus a human. The damage in property loss or even life could have been so much worse. Tough lesson. I read more

Worst company ever. Horrible customer service that takes at least 30+ min to get a hold of. Bad equipment, and no call back from management. We have had nothing but issues since day one and it's only been a month. Now we are stuck for three years. read more

I have been a customer with ADT for over 30 years, my husband passed away in July of 2022 and something went a little haywire with the system in November of 2022, so they sent a technician out to do something...I really do not remember what but apparently when I signed the service receipt I also was tricked into signing another 5 year contact. I have not used the service in the last 5 years (meaning I do not ever turn on the alarm system) I told them in November 2024 I wanted to cancel the service and they said the early cancellation fee was 75% of the remainder of the contract. Over $1,000......I pleaded that do I not get any consideration for being under duress when misguided into signing the contract, they said no. I said can you discount the fee because I have been a customer for over 30 years, they said no. I said I am an elder on a fixed income, can you permit me to make payments on the cancellation fee, they said no. They have terrible ethics and I will never recommend this company to anyone. read more

ADT dealer installation acts as if is the ADT Company, but is different. Costs are higher, for service for fixing hardware. Charge $25 for a service call to fix their equipment, No charge if ADT Company. Service is 4 hours in AM or PM and my experience is 5 hours on the 2nd problem. Pulse is excellent technology, but does not make up for the missing personal service. Get a competitive price for sure and only with ADT Company not a dealer. read more

We tried to get adt for our home in olympic valley. After paying for 6 months of service and installation and about 6 tech visits and 40+ hours on the phone on hold, they still never got the alarm system to work. No refund and zero value. Avoid adt at all costs. read more

Our house was robbed this morning. Even though we have been paying for services, the camera apparently went out last night. We weren't notified the camera wasn't recording. We've been waiting for over 9 hours for a call back. We pay $65/month for ADT and we will be changing providers. read more

Rude ADT salesman, not wearing a mask, knocking loudly on Saturday morning despite the huge NO SOLICITING sign hanging at eye level next to my front door. He claimed to be some sort of "relocation manager" and implied he had an appointment with me. I don't own the house, so I asked him if he had a signed contract with the owner. He refused to answer the question and left abruptly. read more

Absolutely horrible customer service!!!!!!!!!!!!!!! Second day in a row i have tried to move our equipment to another one of our locations, after 2 calls each lasting over 30 minutes and the total of 8 transfers they finally informed me they can't move equipment. i would need to cancel and have a new install! how come it took 8 people to figure this out? Really do they listen to the recorded calls? read more

Santa here, Hi elves! I had two appointments with ADT to add additional products to my house in Stateline, NV. Each day, they refused to come up because some road advisory said that there was snow and ice, bla bla bla. It's funny that I drive here everyday with my truck in two wheel drive. In fact today, there wasn't any snow or ice on the road, nada, zilch. They just listened to outdated, inaccurate reports, and didn't really try to get first hand knowledge, nor do I think they want to. AT&T, FedEx, UPS, the gas company, and others are all working up here today. The common carriers are up her all the time everyday. What's up with this scenario? Santa drove, in the sleigh, over 250 miles to get, to be for the appointment. Not a happy Santa. read more

I called to ask about getting a replacement battery for our Safewatch system. The hold was over 30 minutes but they called me back. So far so good. I got the call back and had to wait 5 minutes to talk to someone. That person said she couldn't help, she needed to transfer to me to Account Maintenance. I had to wait over 30 minutes on hold for Account Maintenance. When the representative answered, she said she had to transfer me to Account Maintenance, and she was supposed to be Account Maintenance. Then she said the "good news" was that the hold time would only be 26 minutes. I waited on hold and watched the clock. When I checked again near that time, the call had been disconnected. There is a limit to how long I could listen to the annoying 10 note on hold music. I will order my own battery for $21, then look for an alarm company with reasonable customer service. read more

We bought a new home last March 2017 and Bubby Coffey assisted us with setting up our home security system. As we walked through our home he asked questions about us to make sure all our security needs were met to our comfort level. He didn't try to push anything on us but share the benefits of services he could provide. To this day I have called Bubby's cell phone when I have a question about our service and he is always there to take care of our needs. I just called him last week for new ADT signs and he brought them over to our house THAT EVENING. I am so grateful to have his help and he truly cares for his customers. If you are in need of a security system, I highly recommend you give Bubby a call. M. Bubby Coffey ADT Representative 670 S Rock Blvd | Reno, NV 89502 (m) 775.870.2125 read more

Truly, I had a great experience with Tracey, our sales rep. I first spoke to her in November of 2019 and she was very honest and patient, as it took me 4 months to signup. I finally committed in April of 2020 and I couldn't be more thankful for her professionalism, patience and huge heart. Then John and Michael showed up for the installation, and they were just as awesome! I haven't experienced the actual security service much yet, as it's only been 1 day, but I'm so grateful for these three individuals! Thanks again Tracey, John and Michael! read more

The reason I'm giving ADT 2 stars is because of their customer service. I called today regarding a problem with my service, it took over half an hour to reach a live body. Once I reached someone they were able to help. I still feel they should have a few more bodies manning the phones. They say go on line to their website for help. My problem which was fairly simple wasn't addressed on their "chat" site. It finally took me over an hour to schedule a tech to come out and addressed our problem. Just so frustrated with the lack of customer service. I will say their support team does try to help, it shouldn't take an hour to get help!!!! read more

This company is absolute frauds! I'v had nothing but fake promises from them and problems with this service and their equipment from the start! Don't buy into their service they are nothing but cons!!!!!! read more

I waited for 35 minutes before even reaching a customer service representative. Then she was of no help at all: we could both see that there was an alarm message of a low battery in zone 10 master glass - accompanied by annoying beeps - but she could not identify zone 10 in my home nor tell me what the device looked like or the battery and if I could replace it myself. So then finally transferred to service to schedule a service call and the soonest is a week away. Saturday appointments should be added for working people as well. read more

Bubby Coffee came out to my house and he was absolutely amazing. He did not push anything on us what so ever. He did recommend some items that would work for us and he got us tons of discounts. I love the system now that it has been installed it works awesome and the sense of security is amazing. There are different levels of packages that you can purchase so there is something for everyone. Within the first 15 minutes of having our system we set it off, they called promptly and we got everything settled. Every time I have spoken to anyone at ADT on the 800 number they have had great customer service. M. Bubby Coffey ADT Representative 670 S Rock Blvd | Reno, NV 89502 (m) 775.870.2125 read more

Update. 6/23/21. So after hours of phone wasted time with these morons, they finally agree to refund my money. But, the ONLY way they refund is by mailed check. After a 15 day hold it gets mailed. 3 weeks go by and again I'm wasting time on the phone as my refund is NOT in the mail. Turns out they can't even adhere to their own policy and returned my money to my debit card without even notifying me they were going to. Just like how they canceled my service without notifying me. ADT is a joke. read more

Don't use ADT. Used them for 20 years off and on in Tahoe and Boulder Creek CA. Service goes out. Cell Towers trigger the alarm and they can't turn it off for you when your away. Had to call the police to shut off the alarm and provide them with the necessaries otherwise the alarm would have screamed until I got back...... What? Unbelievable. They are more than terrible..... To top it off...... When I switched services they mandated that I pay an extra 30 days to close the account. Good Riddance. read more

They have the worst customer service ive ever had an encounter with!!!!!!! They thought they put me on hold and had it on speaker and would sit there and talk about you on their end with coworkers thinking you cant hear! Extremely unprofessional. It all started with one of their representatives promising me that my account could be placed on a hold till my new house in a different state would be built and the payments would be on hold. I got charged my monthly bill this month and i dont understand how an employee under ADT can promise something and charge me an activation fee for something that is to happen months down the road when according to them its not possible to put your account on hold. They were all extremely rude and kept just forwarding my calls to other people. Would never recommend to anyone to get their services!!!! If i could put no stars i would. Nothing but problems. read more

If I could give this company less than one star I would. DO NOT TRUST ADT or their sales people! We had problems with the system from the start. We were out of town for the first week we had it and when we got back called immediately to cancel service. It had been 7 days, and ADT said we could not cancel after 3 days. After several calls and telling them we no longer want the service they finally have cancelled the service and are now billing us for $1700! What kind of company acts so unethically? ADT. Steer clear and don't sign anything, they are sneaky liars! read more

I didn't plan on using ADT but was told my house security I paid for was ADT equipped and that's who I should call. I just wanted to change the code. No one seemed to know. After all new equipment and a new keypad plus a contract (no I wasn't drinking), he left and although I kept mentioning it , the how to change the code was NOT in my folder, nor was his card, or the contract telling me I had 3 days to cancel. I didn't get the signs or stickers he "forgot" and said he'd bring and when I called and complained the young man who answered felt put out to send these to me. I did get my contract a month later. Now I am elderly but not dumb,just trusting, but no more. Should have gone with my gut feeling. Hope ADT reads YELP. read more