I’d like to do zero stars

I’d like to do zero stars. The service is horrible, typically off line multiple times per day. Essentially useless. Long contract that locks you if even if you’re not getting the service you are paying for so DO NOT sign up with this farcical company. It’s a rip off.

Horrible

Horrible, my car was hit in 2020 and the camera didn't pick anything up, a tree fell on my house in 2021 and it didn't pick it up and just this past Thursday or friday 05-01-2025 05/02 my city trash can was stolen from in front of my house, and you guessed it. It didn't pick it up, but of course it picks up the little doggy, and the pedestrian walking down the street, along with every single cars that drives past. Not once have this worthless system ever picked up anything that actually happens in front of my house. This is ridicules

I have been using ADT for video…over 3 years

I have been using ADT for video surveillance over 3 years. Over those 3 years I have paid them over $7600. Now I have an issue and they want to charge me to send a repairman out. Nowhere in my contract does it say they will charge for service calls, matter of fact it says we cannot work on the equipment, we had to contact ADT. I pay a monthly maintenance fee, so why should I pay to repair their equipment, especailly since its their equipment. When trying to deal with them I was given all kinds of excuses and double speak, but no valid resolution. Stay away from ADT!

Did not get referral fee

I had ADT in a home that was in a trust that I was administering and was to be sold. When I signed up for the two year service I asked about canceling early and was told no problem, the contract can be transferred to the new owners. When the time came, I tried to transfer the balance of the contract to the new owners (6 months) and was unable to do so. I was told that the new people would have to get a new contract but I could get a referral fee if I registered their name on the referral website which I promptly did. I did not get my referral fee so I called to check on it. I was then told that the new buyers had to make two months payment on their contract. After two months when I still did not get a referral fee, I was then told another story. The story was that I had to register the new people on the referral page and then ADT had to call them and have them sign up at that time. ADT never called them and they got tired of waiting so they called in and signed up on their own. So, I provided the new buyers the equipment that could only be used with ADT and ADT refused to honor any of the commitments they had made. I will never use their service again and would recommend that no one else does either, there are better options out there. 05/01/2025 Received this from ADT and my reply: Thank you for reaching out to us. We apologize for any inconvenience caused by not receiving the refer-a-friend benefit as promised. Our team is here to assist you with your concerns. Please keep in mind that to qualify for the refer-a-friend benefit, the customer must wait to be contacted by a refer-a-friend sales specialist after you sign them up. If the customer agrees to the contract terms before speaking with a refer-a-friend specialist, they will not qualify for the benefit. Additionally, you must be an active customer with ADT to receive this benefit. Again we apologize for the miscommunication and will provide the necessary coaching, so this doesn't happen again. My reply: I was told that the buyer could assume the contract which was a lie. In reviewing other posts on TrustPilot, I can see that I am not the only one who was told this so it must be a lying pattern that is repeated regularly. None of the stipulations that you mention were given to me when I submitted the names to the referral program, and it was not explained to the buyers either. The buyers did not call in to sign up for nearly a month after closing, so how long does it take for your representatives to follow up with their calls? It appears that this a gimmick and lies that are used to get people to take your service without you paying the promised fee. People need to know that this is a regular lie that is told and perpetrated. I will continue to get the word out about your business practices.

they brought the wrong equipment to…

they brought the wrong equipment to install at our business. no biggie, i thought it was a reputable company. we decided they could install the following weekend but the person who showed up was there to make a service call, not install. so, we have two window monitors, (that we were talked into getting), a box on our wall and no cameras. after two weeks waiting for an installation, my husband called to cancel service. well, they counted the first day of "installation" as the beginning of our contract (we never signed one), and said we were outside of the 3 day window of recision . shouldn't that start when we are fully installed, and being monitored? Now we are stuck with the equipment (indoor cameras we didn't want) and we are $495.00 out. To add insult to injury? we are getting monthly billing for monitoring ! i was told today after getting juggled around for 2 hours that i would owe $600.00 to cancel for my non-monitoring or security. Guess how many times in March and April I had to call this company for resolution? 18! 18 calls, no resolution.

Could not be worse. Worst run company in USA. Everything is broken

Every single thing in this company is broken. I’m a management auditor for 155 companies. ADT has no quality assurance or management it seems. I can’t believe how bad a company can be. 1) sales agent took countless hours troubleshooting tech and quote problems 2) verbal quote didn’t match written quote at least four time. 3) hardware arrived defective 4) batteries arrived dead 5) chat function gives garbage answers that won’t lead to a person 6) phone system is SO broken. No matter what you press it’s always a dead end. 7) if you’re physically in Canada but your system is in the USA, all your calls are rerouted to telus security in Canada which is a dead end. 8) It’s impossible to get an agent on the chat, I tried every word imaginable as a response to “would you like to proceed to speak to an agent?” . I typed “yes” “agent” “proceed” “customer service” and five other answers and it just asks the same question over and over. When I was on site in the USA I was able to book a tech call. Well I got five tech calls all day from other agents when the tech call was scheduled for another time. And when I was on the call with the tech agent I got another tech agent call for the same ticket. RUN! I have major regrets signing up for this garbage company. I’m ready to fork over $1000 to get this frustration out of my life, and terminate early. Where is the governing body to regulate customer mistreatment like this? It Should be illegal.

"I've been an ADT customer for 11…

"I've been an ADT customer for 11 years, but after months of unsuccessful attempts to upgrade my equipment and constant difficulties in getting support for my alarm system, I reached my limit. Frustrated, I chose to cancel my service, which suddenly prompted a flood of calls offering deals and free upgrades—where was this urgency when I actually needed assistance? I declined, as the overall service had been consistently disappointing. To top it off, I later received a bill for accelerated charges. If you're considering ADT for your security needs, I strongly urge you to think twice."

I would give this company zero stars…

I would give this company zero stars but that is not an option. They are the most dishonest company I have ever dealt with. Their sales people come into your home and lie right to your face. They offer you things and then tell you that it is not in your contract. Please do not do any business with this company. You will regret it. I have written to the BBB if you would like to read exactly what my experience with this company was and, in the end, the CEO's office contacted me and they wanted me to know if I had any of this recorded and when I said no...they did not want to hear another thing. Awful, awful, awful company and CEO!!

Panel not working since November

You guys just want to collect money. I been asking since December to fix the panel because is not working right. Wifi is not connected and I don't wanna miss with it. And it's already April, I said fix the panel and I will pay the bill. But then nobody shows up then you guys called every month to be paid but the problem is not been fix. Get your panel back.

Greedy and Deceitful Business Practices

I recently sold my home and like many other folks, I have had billing issues since the home was sold. I was told by two different ADT customer service employees that I would not owe any money on my account if I could get the new home owner to take over the contract. The new home owner took over the contract and was willing to pay the remaining equipment costs and pick up that monthly contract. Two weeks after closing on the house, ADT charged me $1500 and said that I still owe on the equipment even though they assured me that I would not owe anything else since the new home owner is taking over the account. I gave ADT a new customer and would have 100% been a lifelong customer myself, but I will never use this company again. The customer service agents were incredibly rude, unhelpful and barely spoke English even after the call was elevated to multiple supervisors. Another example of a typical greedy, profit hungry, corporate America company.

Terrible

Terrible. Terrible. Terrible. Customer for over 20 years. Even upgraded the system. Two days post auto renewal, my house burned down to the ground. I spent multiple, multiple hours trying to reach someone who could help me reverse the charge for a non-existing home. ADT refused to reverse the annual charge two days in despite there was clearly no house left on the property. Contacted ADT two years later after the incident, and they still refused to resolve the charge. Inhuman.

ADT is a scam, plain and simple

ADT Requires A Long Term Contract Did you know that if you decide to have ADT protect your home and family, you'll have to sign a contract. The contract locks you up for 3 years. During this time, if you're unhappy you won't be able to cancel. Contracts never benefit customers. They only benefit the company, as it locks you up. High Monthly Prices ADT typically charges anywhere from $30/month up to $60/month for monitoring. Other companies charge significantly less. Do you get anything enhanced with ADT for the price? No. It's the same basic types of monitoring. Be aware of monthly pricing, as it adds up over time. Higher monthly prices could equal thousands more spent over time. Can Raise Prices During Contract You agree to paying $30/month for monitoring. Read the ADT contract. In the contract is a clause that they can raise rates while you're under contract. That means next year that $30/month may become $35/month. Avoid any company that can raise prices, as they usually will. Uses Dealers, Which Means Accounts Are Sold Remember that Sales Rep you met when you were thinking of going with ADT? There's a good chance that Rep was actually a dealer. A dealer is an independent third party individual. They are affiliated with ADT through their dealer program. The dealer gets the customer to sign a contract with ADT. The dealer then sells the contrac to ADT. That means from that point forward, ADT installs and services the system. The dealer gets paid. So going forward any issues are dealt with not by the person who made the promises to you, but ADT corporate. This means that often the dealer says whatever it takes to make the sale. This could lead to false promises and empty results. Huge Company - You're 1 in 8,000,000 ADT has 8 million customers. When companies get this big, it's hard to give every customer the attention they deserve. Huge companies mean thousands of staff members, long wait times and things falling through the cracks. Think you're going to get the same Technician over the phone who helped you troubleshoot your last issue? Not going to happen. Plus, often in companies this big, issues get lost in the shuffle. Huge companies also mean huge overhead. Significant infrastructure and staffing costs lots of money. These costs fall to the customers, which means high monitoring rates and hidden charges. Be aware of this before you agree to any contract.

I am writing to express my deep…

I am writing to express my deep dissatisfaction with ADT's misleading practices, hoping to warn others and bring attention to their unethical approach. I signed up for an ADT security system under the promise of paying $60 per month for 4 cameras and 13 door sensors. The agreement locked me into a 5-year contract. However, during installation, only 10 door sensors were provided, and of the 4 cameras promised, only 3 are functional while 1 remains completely non-operational. The discrepancy between what was promised and what was delivered is unacceptable. To make matters worse, when I tried to cancel the service on 4/21/2025—within one week of installation—ADT informed me via text message that my contract would not terminate until 7/14/2025, nearly three months later. Additionally, I would be required to pay excessive termination fees, which feels intentionally designed to trap customers in unfavorable agreements. This experience has left me feeling deceived and frustrated. ADT's failure to deliver on their promises, coupled with their refusal to accommodate reasonable cancellation requests, reflects a lack of integrity and accountability. Customers should not have to endure misleading sales tactics, poor service, and predatory policies. I strongly urge BBB and other credible organizations to investigate ADT's business practices and hold them accountable. This review is a warning to anyone considering their services—exercise caution and demand transparency before signing any agreements.

WARNING - Do not use ADT

I am writing to formally report a deeply troubling and unresolved issue with ADT regarding a home security installation and subsequent billing and collections actions, despite my timely and proper cancellation under ADT’s own 72-hour cancellation policy. In June last year, I scheduled an installation with ADT. The technician arrived and not only failed to follow our instructions but installed equipment we explicitly asked him not to install. More concerning, he assured us that we would not be charged—yet charges appeared anyway. I did not feel safe during the appointment, and the experience was extremely uncomfortable and unsettling. Due to these serious concerns, I called ADT immediately the following day to cancel the contract. This was well within the 72-hour window for cancellation. ADT acknowledged the cancellation, and I was sent a return label for the equipment. I returned all equipment promptly and have confirmation of the return. Despite this, nine months later, I continue to receive bills and collection notices from ADT. My account has been sent to collections, which is damaging to my credit. I have called ADT more than eight times—including multiple conversations with supervisors—yet no one has resolved the issue. I have been transferred, ignored, and hung up on. This is unacceptable, and it constitutes not only poor customer service but, in my view, unlawful and unethical business practices.

I had ADT for 3 years when I would…

I had ADT for 3 years when I would accidentally set off my alarm and missed thier call no police were called And the never finished setting up my system. I was dropping service they offered to lower my cost i don't know why I agreed i made an appointment they were supposed to finish original set up I stayed home and they never showed called at 2:40 pm to say they couldn't make it . I lost a day of work they suck plus way over priced.

ADT WORST salesmen and bad equipment

WORST security co ever. 2 Salesmen were pushy, demanding, confusing, it was like a tag team, and high pressure. They signed me up for a revolving credit which i never asked for. Had to put in a complaint with the Attorney General for totally taking advantage of, and conning an elderly woman. Technician was unreliable, equipment terrible, barely works and cameras POOR cloudy quality. Cameras dont record events. Adt is a CON company and trying to get hold of them is EXCEPTIONALLY DIFFICULT. I have already filed a complaint with ADT

DO NOT USE ADT

DO NOT USE ADT. They charged me twice for a single service install, and now are refusing to refund my $950. I have called 5 times, had my refund cancelled 4 times, and the installer has ghosted me. His name is Michael, and he works in the Phoenix area. He also made some incredibly inappropriate comments to me, a young woman living alone, that made me uncomfortable with the fact that he knows my address. The customer service is a complete joke. I am now having to go around leaving poor reviews to try to get someone to give me my money back. I don't know about everyone else, but I am not in a position to say, "go ahead and keep the money". Now I am reading reviews about how difficult it is to cancel the service. This is a SCAM. SCAM. SCAM. DO NOT USE ADT.

Are false smoke detector alarms a thing?

Are false smoke detector alarms a thing? Someone in my neighborhood has smoke detectors that need inspecting. This morning my over 70 parents were nearly frightened to death by firefighters pounding on our door at 3 am in the morning because they said they received a smoke detector alarm alert from our address. WE DO NOT SUBSCRIBE TO ADT'S MONITORING SERVICE OR ANY OF THE KIND!!! My mother is still shaken by the experience. I want to know if verification is required or if it's better safe than sorry. No one asked my father. They just assumed there was a fire. Now I know safety first is a priority. But sometimes asking for more information can help before scaring two half-asleep seniors half to death.

ADT THE WORST OF THE WORST!

ADT THE WORST OF THE WORST!! This is a horrible company. The are over priced and now they want to charge me 59 $ just to drive out here and 43 $ every 15 minutes to put my cameras back on like! They charge an extra 1.00 if you don’t do auto pay and customer service can’t tell you jack Cannot wait till my contract is up

I live in Goodyear AZ

I live in Goodyear AZ. We moved to an over 55 community. You would think ADT would want to provide good service... WRONG. Our sales rep, John Cowan, has been anything but helpful. He has no problem telling you "call me if there's any problem "...give me a break. Between installers damaging my new house and faulty equipment, John hasn't followed through, much less returned calls. When contract expires, done

This is one of the worst companies…

This is one of the worst companies we've ever worked with. We got an ADT install with our brand new build when we bought our house and from the start it was nothing but trouble. Any service tweaks or fixes, they have You try and troubleshoot to fix yourself instead of sending a tech out, which is of course an extra fee, and you're talking to foreigners that you can't understand who are extremely rude. Our monitors and notifications didn't work for more than half of the 3-year contract we signed up for and we literally gave up trying to fix it because they consistently gave us the runaround, meanwhile they sure still collected their monthly service for doing absolutely nothing. Worst decision. We finally paid to get out of the contract the last year and they of course sent a bill that was for more than the agreed upon amount. This is a shady company and I cannot believe they are still in business.

This service has been trash since day…

This service has been trash since day 1, camera never works if temps outside below a certain degrees, horrible then called to cancel after the contract has ended numerous calls about why did I cancel, then called again 3 days in a row to find out it will cancel a month later! I asked why I was told this is a 30 day notice. 30 day notice for what I've been telling y'all for a year I'm cancelling as soon as the contract is up! Terrible service I had to call much as soon as I call the first thing they said hi Miss is it your camera again? Yeah that many times. Run run run do not get this trash service.

I canceled my contract 6 months prior…

I canceled my contract 6 months prior to my cancellation date and then called 29 days prior to the end date to confirm they would no longer be debiting my account and sure enough they still charged me a cancellation fee. Horrible customer service! They do not even deserve the 1 star.

DO NOT RECOMMEND. SCAM OF A COMPANY

I could give zero stars I would. This company is a SCAM. PREDATORY LENDING TO UNASSUMING CUSTOMERS. Upon trying to relocate, we are told we owe thousands of dollars upfront for equipment we ultimately won't own or ever be able to use again in a new home. THEN they want us to purchase new equipment and start a new plan ??????? I'm not sure what world this makes sense in. WILL NEVER USE ADT AGAIN AND WILL MAKE SURE ALL AND ANY NEW HOME OWNER I COME IN CONTACT WITH STAYS FAR AWAY FROM THIS SCAM OF A COMPANY.

*Google Review:*

*Google Review:* 1/5 stars "Terrible experience with ADT! I had a break-in just days after installation, and their response was abysmal. The installation cost was exorbitant, and despite paying for everything, they left the keyboard in a vulnerable state. To make matters worse, they're not taking responsibility for fixing the issue and continue to bill me. I've wasted countless hours on the phone with their customer service. Avoid ADT at all costs – they prioritize sales over customer safety and satisfaction." *Complaint Letter:* Dear ADT Customer Service, I am writing to express my extreme dissatisfaction with the service I received from ADT. Despite paying for a comprehensive security system, I experienced a break-in just days after installation. The installation process was costly, and the lack of attention to detail left my home vulnerable. The real concern is that ADT has failed to take responsibility for fixing the issue, and I continue to be billed for services that are not functioning as promised. I have spent an inordinate amount of time (approximately 15-20 hours) on the phone with your customer service team, trying to resolve this matter. I urge you to take immediate action to address my concerns and provide a satisfactory resolution. Until then, I will continue to share my disappointing experience with others to warn them about the subpar service provided by ADT. Sincerely, Rodney