Do NOT use ADT home security

Do NOT use ADT home security. 2 1/2 years ago, we purchased a home system, had it installed, and it was heavily discounted because we signed up for two years of ADT monitoring. We asked and were told at the time that end the end of our contract if we wanted to cancel monitoring ($50 per month), the system would work locally. So, we cancelled in February and all went well for about 30 days, then ADT cancelled access to my phone app, and sent a signal to the unit to essentially make it unusable. They then called and offered a discounted offer (10%) but we'd have to sign another 3 year contract. DO NOT USE ADT. FOLLOW UP - Based on their request I followed up with ADT - here's their response: ADT AlwaysThere Email 1:25 PM (40 minutes ago) to me Good Afternoon, We do apologize again for the irritation you've experienced, and we are saddened to have lost you as an ADT family member. The offer to lower the monthly monitoring rate was presented by the Account Management team prior to your termination of services and was offered as a gesture of goodwill to keep you within the ADT family. This offer was declined and as per your request the services were terminated. As the agreement was cancelled reactivation of the system would require a new 36-month agreement. Best Regards, Eileen L. W. ADT Presidential Executive Response & Resolution Social Media Specialist So you won't fix the problem nor offer the 12.99 but you will apologize?

I've been a customer of ADT for 10+…

I've been a customer of ADT for 10+ years. In November 2024 we decided to upgrade our system. That went great! Via phone Quinn step by step told me what we would be getting in the upgrade, pricing and agree to a 36 month contract. A week later the tech installed our equipment explained how it worked, set up our phones for the Google Nest doorbell, I paid him the first installment payment as agreed. After that I owed two more payments. One paid in Feb 2025 the last March 2025. Mid March I get another charge of $194.95 on my credit card. On 3/28/25 I called customer service to let them know I was over billed. Talked with Diego, didn't know why I was charged. told me 6-8 times the same thing. You paid in Feb and March don't owe the 3rd payment. Told him to transfer me to a supervisor, got Benjamin. Even less helpful, repeated again payment made in Feb one in March. Asked who was over him he said corporate, no one else there to talk too. I finally hung up. Cooled off and called back later in the afternoon. spoke with Gabriel he understood that I didn't owe the payment sent me to Vanala in accounting! was so excited......not for long. Again repeats of what I had paid when it was paid............Wanted me to send a copy of my bank statement showing the charges. Did that. That was on a Friday, promised to call the next Monday with a resolution, never happened. Called my credit card company on Tuesday, in less than 10 minutes I was issued the credit back on my account. When you agree you don't owe money but have no clue as to what needs to be done, why are they there? Never have I been so upset with any company as I was with ADT.

ADT is the Worst

ADT has the worst, most incompetent customer service and technical support I have ever dealt with. Constantly transferring me to different agents in different departments only to be told they could not fix mistakes they made to my account. I will never use this company again.

Check your statements carefully with ADT

2023, I made what I feel is the unfortunate error of trying out ADT. From the get, I was told what my monthly payment would be and I chose to pay yearly, only to pay and realize I am not able to arm and disarm my system from my phone but my neighbor is. I called to inquire why and was then told I need to pay for that access separate; in 2023? Okay, lets say that is their business model; is there a reason why that was not disclosed before I signed on? None of their documentation says that and I went back to read through all. Fast forward to the resolution, got in touch with someone who finally waived the fee and gave the access after too many phone calls to customer service (ADT customer service is ............... sorry to say). 2024, did not realize that after charging me for my yearly service I was billed separately for phone access again. No receipt was sent for that charge, neither was I notified; but a receipt and notification was sent for my year monitoring charge. 2025, got the same notification and receipt for my yearly monitoring charge but this time I noticed a separate fee on my credit card. I checked my email, there is no receipt and no notification but there it was, a separate charge from ADT. I called to ask what it is for only to be told it is for the phone access. Why was no notification sent? Why didn't I get a receipt for the 2024 phone access fee and why is there no receipt for this year's phone access fee as well? I paid for the system to be monitored online and I have to pay separately for online access to the same system? My understanding is that the mobile access fee was waived but for crying out loud, if ADT started billing me for that again, why not send a notification about it? Why not send a receipt the fee after they took if from my me? How can ADT be trusted? Now it is to start reviewing bank statements to be sure our friendly neighborhood security company is not taking out money without your knowledge. ADT? Where is the transparency? Did your team member not add the control app access for the life of the contract?

ADT IS A FRAUD

since the first day the system is having many issues and ADT didn't solve it. The Seller disappeared since the first week, Mr Ben was a scam, a fraud and force me to sign a completely different agreement of what he explained. Now they don't accept to cancel the contract and system is a mess, customer service so rude. every day I am having issues but they don't care at all.

Wanna get robbed call ADT

This company is the most fraudulent company I’ve ever been in a contract with ever in my life. None of there products worked, the front door lock didn’t work, the garage didn’t work we got no notifications if a door or window was left open the co2 who knows if it worked not dead so that’s a plus the smoke alarm was placed right outside my shower rooms door where the shower room has no window so all the steam sets off the fire alarm I’ve answer the fire department in a towel 6 times in a two month span. It got so bad the fire department battle rammed the front entrance of my gate to make sure there wasn’t a fire. An then the fire department decided we didn’t need to be linked up to them so they cut us off. An we decided we didn’t need that smoke alarm. (Bye bye security) So our alarm system we paid 200 plus a month for didn’t even notify me if a damn window was left opened. We had countless service guys come over here and try to “fix” the problem and all of them said that it can’t be fixed unless we want to replace our front door unless we want to replace our garage to accommodate there system. It all worked the first day and then a week later nothing worked! Well the smoke alarm did but it was calling the fire department at the most inappropriate times!!! Needless to say my husband and I canceled there service because my husband was getting pissed off having to pay the bill every month and none of it was in working order. He’d rather just cancel it and never have to see there name appear on his bill ever again. We had to pay the breaking fee, which was over a thousand dollars we had to pay for all the devices that don’t work and we are out over $10,000 because our gate still doesn’t work!!! We got the system in the first place because my husband was mugged nearly twice and we thought it could help!!! Hell naw!!! The Company’s name should be, “if there isn’t a fire the fire department is still on their way.” Or want security we’ve actually just invited the robbers right in!! I think a class action lawsuit needs to be put into play because this Company has more 1 star and negative reviews than an positive reviews. There is 4000 plus 1 star reviews. New flash ya’ll suck! An I know this is definitely against consumer rights laws. Maybe I should look into a class action lawsuit. In fact I’m going too!!

Read between the lines . You have a 5 years of a expensive contract

OMG CAN YOU BELIEVE I PAID 2.500 dollars for a wall Pad and 4 windows sensor . Plus 2.000 dollars for a google camera that I could buy for less than 500 dollars. After a year I cancel because they said I could cancel anytime. But didn’t told me I have to paid for the 4 years left . I am moving out of country and I will have a bill for the next 4 years . I was robbed 😡

I had to change out my Wifi Router

I had to change out my Wifi Router. Hence all cameras were offline and needed to be reconnected. Tried going onto ADT's website for Customer Service Number. Could not find it but the HUGE Number to Sales to sign up for ADT was all over the site. Long story short. Called the sales number....picked up in 2 seconds (figured). Got transferred to the service number and was put on hold for 46 minutes. Finally got a rep only to tell me she was not equipped to support the upgraded system i had. She hung up and put me into the service queue again for another 20 minutes...only to find out they couldnt help me and needed to set up an appt with a tech tomorrow. I guess my security system wont work overnight...hope nothing happens... This is the worse customer service I have ever experienced. Once this contract is up....I am not staying with ADT. A farse. Only support sales to generate $'s. what they don't realize is customers are going to leak out on the back end. I am telling anyone I know not to go with ADT.

ADT has outsourced all customer…

ADT has outsourced all customer communications to a source that can't speak clear ENGLISH. Connection is poor, Customer Service speaks broken English. I'm leaving for a local company who still provides customer service. ADT want's the customer to provide all "customer service" and users must become an ADT Technichan or help themselves via computer and internet. Use to be a good provider, but not now. No reason to stay with ADT.

Dear ADT Customer Service

Dear ADT Customer Service I am writing to express my deep dissatisfaction with the service I have received from ADT. My recent experiences with both your phone and chat support have been extremely frustrating, unprofessional, and unresolved. Below, I have outlined the specific issues I have encountered: 1. Initial Phone Call with Nia Approximately a week ago, I contacted ADT with questions about an issue I was experiencing. During this call, I spoke with a representative named Nia, who was rude and condescending in her tone and demeanor. When I requested to speak with a supervisor, she disconnected the call rather than transferring me. This behavior was completely unacceptable and unprofessional. 2. Follow-Up Phone Call with Brianna The following day, I spoke with Brianna, who assured me that she had documented all of my complaints and concerns in my account notes. I was told that a supervisor would review this information and contact me, but I have yet to receive any follow-up communication from ADT regarding this matter. 3. Chat Support Issues with Selena C. and Ben S. Earlier today, I attempted to use your chat support feature and initially connected with a representative named Selena C. Unfortunately, the chat was abruptly interrupted, and I had to restart the process. I was then connected with a different representative named Ben S. I printed the chat transcript, in which I clearly requested to escalate the matter to a supervisor. However, as of now, no supervisor has contacted me. 4. Unjustified Trip Charge I was charged a trip fee for a service visit, which I believe is unwarranted. My review of my contract revealed no mention of any trip charge. I therefore request a signed copy of my ADT service contract that clearly outlines the trip charge or confirms its absence. This charge, in combination with the unresolved issues I have been facing, further demonstrates a lack of accountability on ADT’s part. Complaint Summary I also left a review on Pissed Consumer describing these issues. ADT read my review and requested my service address, which I promptly provided, yet I have still received no resolution or meaningful response to my concerns. Requested Actions Given the severity of these incidents, I believe it is imperative for ADT to take the following actions: Conduct an investigation into Nia’s conduct during my initial phone call and provide assurances that this type of unprofessional behavior will not occur again. Review the documentation added by Brianna and ensure that a supervisor contacts me promptly to address all unresolved issues. Evaluate the apparent shortcomings in your chat support process, as the interruptions and lack of follow-up have only exacerbated the situation. Provide a signed copy of my ADT service contract that explicitly details any mention of a trip charge or confirms that no such charge exists. If the trip charge is unwarranted, I expect an immediate refund. Closing These repeated failures in customer service are unacceptable, and I am requesting that ADT takes swift and decisive action to address these concerns. I expect a detailed response and resolution and what steps would be necessary to eliminate my contract with ADT.

ADT MAY be a good serice--I don;t know

ADT MAY be a good serice--I don;t know. But I DO KNOW that is is a terrific pain in the ass to try to cancel your service. 45 minutes on the phone and still not finished. What a crock of s**t!!

ADT sucks

ADT sucks. I hate this company. They are nothing but a bunch of liars. Do not believe a word they say. They will lie to your face. I plan to tell at least 1 person a day how bad ADT sucks for another 15 months until my contract is up. I hope i can play a small part of keeping someone from joining this BS of a company.

I will NEVER use ADT as they have…

I will NEVER use ADT as they have caused me nothing but trouble!! I am extremely disappointed in this company. Once Protection One merged with ADT, l have had nothing but trouble. I have been a loyal customer for 16 years. When I decided to get rid of my landline, I went through the proper channels to get the system switched to my cell phone number. I scheduled an appointment, but it was cancelled on the day they were supposed to come out. Then l was told that they had to order a part that took several weeks. In the meantime l had no service. They finally came out December 4th to change everything over. Once it was completed, I gave the technician my husband’s credit card. For some reason it wouldn’t go through. It was not declined!!!!! So we gave him another one. Wasn’t sure if that went through. In the meantime l was told by a supervisor that I would be compensated for the inconvenience of not having service and time spent on the phone. Ever since then I have had nothing but problems. THREE months later, I get a bill saying my account was over due $257.57. When I call to address this issue, AGAIN no one can find me in the system. A company that is asking me for money CAN’T FIND ME IN THEIR SYSTEM! After being transferred to FOUR people and wasting an hour and a half of my time on the phone they finally were able to find me. Two out of the four people were extremely rude to me and no help. When I told them I was not going to pay this bill with late charges, for services done three months ago, I was told rudely to go through all my credit card statements dating back to December. Due to the fact that this mistake was not my fault I said I was not going to take any more of my time to look up statements. After an hour on the phone l decided to cancel my service. ADT without my consent charged my credit card the $257.57 and threatened to charge me an additional $750.00 for cancelling. THIS IS NOT IN MY CONTRACT. Protection one was a great company, and l never had any problems. Once they merged with ADT IT HAS BEEN A NIGHTMARE!!!! After 16 years of never missing a payment I had no choice but to cancel my credit card and dispute my charge. This meant contacting all the other merchants with our credit card. ADT needs to do better!!!

Beware the ADT Scammers

I had been with Alder Security for a number of years, when, in August 2024, I was informed that ADT took them over. Okay - I guess. In early February, i discovered that my home was not being monitored by ADT due to the Alder equipment incompatibility, although I was being charged. They said if I paid them a "discounted fee" of over $1000.00, they would install new equipment. I cancelled on the spot. Now, I'm receiving late notices and threats of collection after informing them again that the service was cancelled. They even sent a doctored PDF of some Alder contract I never saw, Stay away!

The worst company I’ve ever dealt with

The worst company I’ve ever dealt with, I moved from one address to another, a sales rep come to my home to reinstall the equipment. I had the equipment for a couple of months he said the equipment was old, he couldn’t use it he made me buy new equipment. He said I had to pay $1100 and I would only pay $52 a month. ADT haS been taking $21 out of my account for the last six months. I’ve called ADT AT LEAST 50 TIMES I HAD A SALES REP ON THE PHONE WITH ME. HE WAS YELLING AT ADT. HE SAID Hes worked OVER 30 YEARS AND HAS NEVER SEEN A CUSTOMER BEING TREATED THE WAY THAT I’VE BEEN TREATED. HE ADVISED ME TO GET AN ATTORNEY. THIS COMPANY HAS STRESSED ME TO THE MAX. NOBODY SEEMS TO KNOW WHAT’S GOING ON. THEY MADE ME PURCHASE NEW EQUIPMENT. THEY TOOK THE OLD EQUIPMENT, HE TOLD ME THAT I WOULD HAVE TO INSTALL THE EQUIPMENT MYSELF OR PAY $1100 THEY’RE STILL CHARGING ME A FLEX PAY FOR THE OLD ADDRESS THAT I ASKED THEM TO REMOVE MY DEBIT CARD OFF OF THEIR WEBSITE. BOTH ACCOUNTS are ACTIVE I HAVE CONSTANTLY CALLED. NOBODY KNOWS WHO CAN HELP ME, ADT THEY DON’T COMMUNICATE WITH EACH OTHER YOU’LL HAVE ONE PERSON SAY THAT I AM CORRECT AND THEN THE NEXT PERSON WILL SAY I’M NOT CORRECT AND THERE’S NOTHING THAT THEY CAN DO. I’M PAYING FOR SERVICE AT TWO HOUSES THE REP THAT CAME INTO MY HOUSE HE HAS THE WIRES ALL OVER THE WALLS. HE DIDN’T PUT THEM BEHIND THE WALLS. THE OUTLET OUTSIDE IS CONSTANTLY COMING OUT OF THE WALL BECAUSE IT’S JUST PLUGGED IN THERE. HE DIDN’T SCREW IT DOWN SO THE WIND BLOWS IT OUT HE HAS ALL OF THESE CAMERAS POINTING IN AREAS OF THE outside THAT I DON’T NEED BUT HE SAID I HAD TO BUY THEM. I CAN’T EVEN SEE ANYTHING WITH THE CAMERAS AT ALL. I CALLED TO SEE IF THEY CAN SEND SOMEBODY OUT TO ADJUST THEM AND FIX IT FOR ME, BUT THEY WON’T SEND ANYBODY OUT. I’VE SPOKE WITH MANAGERS THE RESOLVE DEPARTMENT. AND I’VE GOTTEN NO HELP AT ALL. I HAVE A ULCER IN MY STOMACH AND IT’S BEEN FLARING UP EVERY SINCE I’VE DEALT with ADT. I NEED HELP!!!

I am at the end of my 3 year contract

I am at the end of my 3 year contract. I called about a month and a half before it ends on 4/16/25. I was told I had to called in under 30 days. I then called a week ago and was told I had to call at 30 days and that she had to transfer me to accounts. Why is it so hard to close a contact when I followed the directions on the contract? I know I was short with the people on the call, but why do I have to be passed to someone else to do a simple cancelling of a contract. I will not pay to when I followed the rules. If I am charge for any further months or cancel fees I will look into legal action. Please can someone help me to just close my contract.

I’m extremely frustrated with ADT’s…

I’m extremely frustrated with ADT’s service. My camera system broke during the summer in Arizona, and despite it not being my fault, I was charged a $59 fee to have someone come to my house to replace the doorbell alarm. It’s ridiculous that I have to pay for their faulty system. As a loyal customer, I expected better support, but instead, I feel scammed. Their equipment should be reliable, and if it isn’t, the company should take responsibility. Charging customers for repairs on their defective products is unacceptable. I wouldn’t recommend ADT to anyone. Don’t fall for their hidden fees!

Equipment is Junk

The equipment ADT installs is absolute junk. The smoke/carbon monoxide detector batteries went out. I replaced them, but the chirping and alarm won’t stop. Just absolute junk with poor solutions.

ADT sucks

ADT sucks. They installed. Sensors immediately failed connect so system can't arm. They told me to get some two sided tape and adjust it myself. Are you kidding me? How unprofessional. There's no way to check system alerts -- I get a blank screen. Doesn't consistently record movement or save unless it's close to the camera. Now one of the cameras is offline and the fix is my having to get the camera down, find a way to plug it into a power source and maybe it will work again. Also, it's really messed with my internet -- it cuts out all the time. Oh yeah, is so safe. Pay more and get a small highly rated company

I’d give 0 star if possible.

I’d give 0 star if possible. Business account here. Need to move the service to a new location. In 3 days, after spending 4 hours, and got transferred 40+ times and got charged twice in my bank account. No technician showed up. More like a scam!!

Abysmal service and support.

After 14 years with ADT, we've decided to cancel our service and switch to Smith Thompson. Since ADT made their consoles and boards proprietary, no other company can work with their equipment. As a result, I have to pay Smith $400 for their system--but at this point, it's worth every penny just to avoid another month with ADT. Their customer service has completely deteriorated. The representatives are downright rude, even nasty at times. Most of them seem to work from home and come across as disengaged contractors who couldn't care less about helping customers. For example, it took three weeks to get a replacement for a broken secondary command unit, and even then, I had to endure three hours on the phone with three different tech support reps. The level of assistance was abysmal--just excuses and deflections. One rep even had the audacity to say, "We're in tech support, but we're not techs." And now after an additional 2 hours and 3 calls, I can't get anyone to pair it with my main command unit. Nor can I do it from the app because I've never been able to log in. Eventually, after persistent pleading with yet another work-from-home representative, I finally reached someone in management who agreed to send a technician out. At this stage, it's just too little, too late. My primary concern is. If this is the way they handle support, I have no reason to believe they will handle it any differently during an actual alarm activation incident. That's a risk we are not willing to take. ADT used to be a reliable, friendly company, but now it's just an endless loop of voice attendants that ultimately leaves you stranded with no resolution. We've had enough. We're moving on.

Cancel 30 days in advance or be charged for an alarm system when you no longer live or own the home.

Be aware that you will be charged an entire month for services after you sell your house! I was a customer for 17+ years and sold my house in 12/2024. I called in advance of the closing date to cancel my service. Apparently, there is a 30-day advance notice requirement to cancel services. The billing statement has, in small print on the back, a paragraph that says: "moving soon?" It says call 30 days in advance "so we can pack up your options and offers to help you stay protected." Nowhere does the statement say that the customer, who would not be moving the service to a new house, would be billed for 30 days of service after no longer owning or living in the home. I received calls from ADT threatening to send my bill to a creditor if I did not pay the entire bill. I paid the entire bill, called customer service contesting the charges for services after the closing on my house. The first customer service person with whom I spoke told me that I would receive a refund. The refund never came. Subsequent multiple calls with other customer service representatives told me that I was not entitled to a refund because I did not give a 30-day notice. Not only was I charged for services after I sold my house, but I also received no notice in writing about the cancellation policy and was threatened with a credit agency. Do NOT use this service. The company is clearly not customer friendly. The way the company treated me - a 17+ year customer - was horrible!

DO NOT SIGN ANYTHING

DO NOT SIGN ANYTHING. Put your pen down now! We (shamefully) are ADT+ clients and pay a hefty amount for the failure of a security system that we were manipulated into paying for. Everything goes back to "you signed the contract" and "you should have read the contract." Jennifer Clark, account manager, was curt and unhelpful from start to finish. After repeatedly asking to be connected with someone who could actually help, she continually replied with "There is no one else who can assist you." Sounded like she just woke up from a nap and could not be bothered to do her job. Could care less about what client's needs were. Was later connected with tech rep "Rasha No-Last-Name". Had the privilege of speaking with a condescending, patronizing, sarcastic woman who was also on the defense before I could finish my sentences. It's like these people only get customer complaint calls, so they're on edge from the moment you begin your call. After explaining that 15 sensors were continually failing in our home despite multiple on site tech "fixes" and that one of our doorbell cameras would not stay mounted, she immediately informed me that if I wanted to cancel service, she would "happily connect me with account mngt. or continue our call to find a 'path to resolution'". "I'm trying to help you get on a path to resolution" was the canned reply whenever I tried to explain that I had attempted to resolve these issues for months. "Path to resolution" equates to ADT taking zero responsibility for their failed service and to make YOU look like you're avoiding finding a resolution when you tell them you are unhappy with their service. After 45 minutes of Rasha's verbal vomitus, I said I wanted to reschedule with another person from her department. She began telling me what she thought would be better for me. Not condescending at all. These are just a few examples of the ways in which this woman communicated. There were more, including raising her voice to speak over me; shouting "EXAMPLE!" sarcastically when I told her what she was explaining wasn't what I was experiencing; telling me what would offend me and what would be better for me as if she were a psychologist. ADT does not care what clients think, because they rely on sales tactics to lock people into long, binding contracts. They know you'll be unsatisfied and it doesn't make a difference to them, because you'll still have to pay them. ADT employees need serious training in cultural competence and customer care. Before all else, leadership needs to be overhauled, since that's where it all starts before trickling down to Jennifer and Rasha.

ADT Warning

Warning! STAY AWAY!!! Back in October I spoke with a sales rep who said if I buy the equipment, I could cancel anytime I want without penalties. They were also able to have a technician come out and install the equipment, we set a date and everything was on track. A couple days later, ADT calls back and says the Tech can't come out, we were too far away. Having assistance was the whole reason I wanted to work with them, now I was expected to hook everything up over the phone. I canceled a couple days past the 30 day trial and had to pay for all the equipment that was never opened. My mistake, that one is on me. In February I received a bill in the mail for over $2,000.00 from ADT for installation and services. ADT literally never did anything for me. After over 3 hours on the phone I find out that the only one that can do anything, can only be reached via email, which the staff at ADT is clearly ignoring. This company is a huge scam! Their sales rep in the beginning promised no penalties upon cancelation, and they still send a bill out for services they never completed, then force me to email an unresponsive email to find a resolution.

Horrible extortionist company

Horrible experience. This company, ADT, operates in a completely deceptive manner. After receiving numerous sales calls (and I truly regret even entertaining them), not once was this outrageous fee mentioned. Not once did they disclose that setting up a new account - despite me being a new user who already owns all the equipment (I previously had a full Google Home system with another company) - would come with hidden charges. I decided to go with them, and I deeply regret it. They send a technician over, who pushes you to e-sign pages and pages of electronic paperwork, rapidly sending emails and using the tablet he had. But who realistically has time to sit and read through it all in that moment? Instead of clearly explaining the costs, they bury a staggering $900 technician fee in the fine print. No upfront warning, no verbal disclosure - just pressure to sign. When I challenged them (since I own my equipment and should never have been charged, and a letter they sent me confirms that I own my equipment), their response? "You signed the contract." No accountability, no transparency - just a predatory business model! Avoid this company at all costs. If I could give 0 stars, I would. Even 1 star feels far too generous.