Poor customer service does not even touch it.

I have a little experience with quality standards as they relate to customer service as a former hospitality manager. Four contacts in one long call. I kept getting transferred to another person. No ownership of the problem. Each person was insufferable rude, overbearing, impolite. It was bad enough that I am here leaving a comment as opposed to contacting ADT again. I would make it may intention to avoid future contacts even though I have contracted service, and have for the past four years. Service gets worse with each passing year. Obviously, the culture is toxic.

Trash camera have broken twice in one…

Trash camera have broken twice in one year

No Principles

I was a customer for 17 years. Early last year, due to budget, I was going to cancel my service when I received another rate increase. The agent told me I was under contract until May 2026 and if I canceled that I would have to pay whole contract balance (over $600). I chose to continue service until now, and then received another rate increase notice. However, when I called to cancel the service this time when my "contract expired in May 2026" (based on the previous call) this agent said I was not under any contract. That is why my rate could increase. In other words, the previous agent lied to me about having a contract. That reinforced my decision to terminate any relationship with ADT. Also, in an attempt to keep our business, they offered a 5 year contract at one-third of the monthly rate I was going to have to pay!!! ADT credibility with me is absolutely destroyed by these experiences. How can you trust a "security" company without ethics or principles.

Not recommended

I would not recommend ADT based on my experience trying to cancel and relocate service. My biggest concern is that ADT relied on internal “requirements” that were not clearly written into the contract. I was told a relocation/self-install package would resolve the remaining obligation on my old home, that I did not need to activate the new equipment, and that I had a return window. After signing and receiving the equipment, multiple ADT representatives told me the opposite: that I had to activate the new equipment for the relocation to count. No one could provide that requirement in writing or point to where it appeared in the signed contract. ADT also charged me for the new account 10 days after signing, even though the service was not activated or rendered. My contract stated billing would begin either upon activation or on the 31st day after the contract date, regardless of activation. I returned the relocation equipment within the return window without activation. The process felt high-pressure, disorganized, and unsupported by clear written terms. Their representatives and online account system also could not consistently locate or explain the relocation account billing.

My smoke alarm went off twice and had a…

My smoke alarm went off twice and had a hard time getting it turned off. the ADT rep was asking questions and I couldn't hear because of the alarm noise but refused to turn it off. Very frustrating. I switched service and paid the early termination fee the same day they took next months fee and will not refund it even though my equipment has been removed. That is a rip off . Don't use. terrible business practices.

Alabamian upset

I am formally filing a complaint that has been ongoing with the ADT Pulse Gateway for the past 2 years. Every three months the ADT Pulse Gateway goes offline in my home. So basically this issue has me frustrated and depressed. I a registered nurse working night shift, without the app I am afraid that I am being left without access to monitor my home!All the ridiculous calls to customer service is a waste no one can help you! My area had a bad storm and lighting struck a power pole. The gateway has been down over 2 weeks. I have tried hundreds of time to troubleshoot, unplug, reboot, and watch a million videos to assist with the system going back online. All of this has failed! After multiple chat sessions and calls, customer service cannot assist me remotely and is charging me for a technician visit of $150.00. This is my 3rd time in one year being charged $150.00 and I am left with the Pulse Gateway failing me. The other previous charges were from faulty equipment! When I tried to cancel my service, I was informed that I’m obligated into a 3-year contract. It is robbery and predatory to charge customers for a non-functional system and then demand more money just to make it work! It’s not fair they we are paying for faulty equipment. Just reviewing the comments I see I am not the only one with problems, ADT has so many upset customers! It is sad what consumers are facing with this company! I want the system repaired at no charge since this is the 4th time in a year I am having problems!

Should be illegal

The way they steal from their customers I don’t know why this company is still allowed to operate. thousands of dollars in equipment that from day one hasn’t worked. they refused to fix. They want me to spend more money to replace the faulty equipment. they say there’s a money back guarantee return policy, but there’s not. You will never get through to anything but a robot. Don’t do it. go anywhere else. pay twice as much, but don’t succumb to this scam.

I would give them no stars if I could

I would give them no stars if I could. I have taken off work 2 different times and both times original appoint cancelled. Rescheduled first appointment and tech showed and part would work.Had to upgrade to new panel So here we are today for a new panel installed(appointment cancelled). After being a loyal customer for 13 years I just told them to close my account. I haven’t had alarm for almost a month now. Customer service people were nice but this is unacceptable.

ADT left my business with no way to lock front door.

I own a business and ADT had installed a keyless entry system. The system first had a problem a week ago where the front door once locked could not be opened. Then the next week the system automatically locks the front door at 5pm. The door would not lock. Due to it is keyless no way to secure front door. On the phone with technicians for more than 2 hours till 9pm, at the end they said a technician would need to come on site. when they transferred me to that department, i was told they couldn't come out till tomorrow. I let them know the front door of my business in strip mall would not lock, could they not send an emergency crew. I was told I am sorry but know. So, the alterative was for me to spend the night in my business and PRAY no one tried to open the door. I find this totally unacceptable and the kicker was I had to pay for the service call the next day.. I have been a loyal customer for 12 years. I will be switching and leaving more reviews like this one.

Scamners

Yes. My mom has ADT. She is 90. And I stay with her most of the time. She has not used this service in over a year. I have power of attorney and pay her bills. I have written these fools 5 times requesting cancellation. I have spoken on the phone 3 times. They say well we need the password. I said OMG. Nobody knows the dang password. They refuse to cancel. Just keep billing her. Looks like I will have to get an attorney. DO NOT DEAL WITH THIS COMPANY. THEY ARE BAD

DO NOT GET ADT!!

DO NOT GET ADT!!! I’ve been having the worst experience with this company. I’ve been trying to cancel for the last 2 months and keep getting the run around. I’ve been trying to pay the buyout fee but every time i call they keep telling me i have to wait for a certain date to cancel just in case i change my mind. Why can’t i just pay the buyout fee and leave if I wanted to stay I would’ve. The customer service agents were nice but they were all giving me different information.

Fraud

I've been a loyal customer for the past five years. For two of the past five years, I discovered that they were double billing me every month for a single service. When I reported the problem, customer service assured that the issue would be resolved. The double billing issue continued. After losing confidence that customer service would resolve the problem, I immediately canceled my contract and demanded the $781.00 of overcharge returned. Instead, "Alwaysthere" @ADT decided to used the $781 that they stole from me to pay off the $1200.00 plus early cancellation fee leaving me to pay the difference. This is an outrage! Never again will I trust ADT.

Called to have service technician was…

Called to have service technician was supposed to be here 8 to 12 showed up after 12 spoke to customer service. They said that I confirmed an appointment from 8 to 12 which is not true. Spoke to someone from that department. Whoever I spoke to was really rude. I have never been spoken to by a customer service person. The customer service department stinks. I have been with them over 13 years. My wife is not happy with their service a few years ago we were not be in monitor for eight months yet we were paying for that service it happened twice. Second time was eight months we weren’t being monitored, and the reason we found out one of the techs came here for service and told us that another way we found out was the alarm went off while my daughter was home no one called. Police department didn’t show up. It could’ve been a breaking and my daughter was here. We are not happy with their service. I would never recommend them just look at all the reviews there are other companies out there that will give you better service and better customer service.Read all their reviews. They are all bad not sure how a company with all these bad reviews are still in business.

Get a Dog

In my experience, ADT does not live up to the security they advertise. Installed quickly without reliable info on how to use. Was told to watch the videos on the system. Cameras stopped working after 6 months, customer service got cameras working without the ability to record. Alarm went off, no response. Locked into a 3 year contract. Don't waste your money... get a dog.

Equipment failed under warranty bu they still try to get me to pay

Equipment failed and I was told by 2 techs that it would be covered under my plan/ warranty. I continue to receive bills trying to charge me for their failed equipment. eventually after countless phone calls I got to someone who admitted it should be covered under warranty. I was told this would be put in my file and I should not receive any more bills for this. I am however still getting bills for this. The amount of the bill also goes up and down each time so they cant even seem to be consistent on what I "owe" according to their billing department.

My contract was up3 years ago

My contract was up3 years ago. In September of last year I called to cancel because we didn’t want it any longer. The woman I spoke with was a real high pressure pain. She said she would give us the service for a year at a reduced rate of $19.99. Today after just 6 months in they doubled the rate. I called and the most unhelpful PIA rep said we verbally agreed to 6 months of 19.99 and then the increased rate. We did no such thing. Then I told I wanted it cancelled and he said he can’t do that. He refused to let me speak with anyone else. I filed a BBB complaint and will continue to file. This is ridiculous. I started a chat on their site requesting to speak with someone, they made me an appointment for a week out!!!

Stay Away – Find a Better Security Company

Misleading pricing and unresolved security concerns I had a very disappointing experience with ADT and would strongly caution others before signing up. I was initially told by the salesperson that the system would cost around $60/month, but after installation, I’m now being charged around $150/month, with about $96/month attributed to equipment (basic sensors for windows, door and garage). This pricing breakdown was not clearly explained upfront. Based on the current terms, this comes out to around $6,000 over the contract period for a very basic security setup, which does not include cameras. This is a newly constructed home that I haven’t even moved into yet. At the time of installation, I didn’t have internet, so I was told cameras would be installed later. Now that I have internet and followed up, I’m being told it would cost an additional $1,100 for cameras something that was not communicated during the sales process. As of now, my security system is not connected and not fully functional, which defeats the purpose of having a security service in the first place. I will acknowledge that I signed the contract and should have reviewed it more closely. However, I relied on the information explained during the sales process, and the actual costs and requirements turned out to be very different from what I understood at the time. We trusted the brand name, but in hindsight, that trust feels misplaced. I am also still within the first 8 days of the contract, and when I contacted customer service, I found the support to be unhelpful and difficult to work with, with no clear resolution offered. At this point, I feel locked into a 3-year agreement costing around $6,000, without having a fully working system. Overall, this has been a frustrating experience. I strongly recommend that anyone considering ADT carefully review all pricing details, equipment costs, and contract terms in writing before signing, rather than relying on verbal explanations.

Not customer Focused

Our system we paid thousands to get was installed with 3 smoke detectors close to our stove. They went off multiple times a week when we cooked. We called and complained. They send a rep out who said oh yes these were installed in the wrong location. We spoke to a CS manager who assured us we would not be charged. They came to relocate “at no charge” then I get a bill later saying we have a past due amount of over $200. Upon calling about this charge I find out that they charged us anyway. Luckily we requested an email confirmation of this credit from the CS manager that I’ve had To use when calling to dispute the charge. This company is not customer focused at all. I’ve wasted hours of my life trying to fix what they did wrong and fighting charges for it. 🙄 DO NOT RECOMMEND!

Stay away from ADT - not experts

Had an existing security system that didnt have cameras so wanted to simply add 3 cameras to the existing system back in 2025. I explained I wanted what already existed which were 2 lights, 2 thermostats, doorbell camera and a door lock. Was told it shouldn't be a problem. A month later the doorbell camera went out cause it wasn't charging so I had to fix this even though a qualified service tech installed it. Was told by support its my responsibility to get an electrician. Which is complete nonsense if you touch voltage and take not responsibility you have NO business touching anything with power. Then we had a power outage and the home system had issues and one light wouldnt even turn on manually or with the system which was the main kitchen lights which was October 2025. Had a service tech out to fix problems as things wouldnt work well and the tech never seen this issue and had to do several things in order to get the system set back and working again except for the light switch. I later had additional problems with light switch later and the next tech said its not a google switch so they cannot guarantee anything. Guarantee is laughable because they have no guarantees period. Recently had another power outage for 3 minutes and now all cameras were knocked offline and dont work. None of the steps to restore them works so the only thing left is to delete devices and reinstall all of them. What is comical is now that the system is knocked off line the kitchen main light now works manually with no issues. Once again this problem was all caused by their system. COMPLETE CRAP SYSTEM. Stay way from ADT at all costs. They take ZERO responsibility of anything.

scam on package upgrades

Their customer service is completely unreliable and extremely difficult to get ahold of. I was told i would receive a new system for upgrading and instead only received half the items of what was promised. I started receiving hidden charges for my old account and they would not cancel until i activated the new system even without sending me the remainder of products promised. They also told me they would give a call back within 48hrs and that did not happen and now say i have to pay for the rest of the cameras because it was not listed on the original ticket inputted on their side. I know the conversations are recorded so i don’t see how they cannot go back and see what i was promised. There is no way of speaking to anyone of authority through their systems they just forward you ten different times to different reps. Extremely frustrating; my family has been with ADT for over 40 years and I’m not sure how my parents did it because I’d rather give my money to Vivint

Do not use ADT services

Do not use ADT services. My mom is 90 years old. I stay with her now. She has ADT. They refuse to cancel. I have power of attorney. I have written them every month for 6 months. The will not cancel keep billing her The request a password. She is 90. We don’t know it I said just cancel the damn thing that’s all we want. They refuse. So I’m going to get an attorney

POOR CONTRACTOR SERVICES

How can ADT give you a 1-5 hours wait time and the contractor get to your residence and never knock on the door and leave after 5 minutes from arrival. ADT has sorry services. Now they want me to take off from work again. I will never let ADT give me a 5 hours wait time. This time they will pay for me to be off from work because I’m calling my ATTORNEY…..

worst security company I have ever…

worst security company I have ever dealt with !!! Stay away if you can . Had them for over 4 years . They refuse to let you cancel . I've tried for 4 months and just kept on getting billed . finally took my card off file then the calls trying to get me to pay for months that I had no service for . always scheduled for a tech to come out . mind you my cameras and door stopped working febuary 2025- took off my card and tried to cancel august 2025. finally got them to cancel end of january but yet I still get calls that I owe them over 300 dollars from august to january since they refused to cancel and were upset that I wouldn't give my payment information again . Mind you im only leaving this cause they refuse to stop calling me

ADT is horrible!

I had ADT for 6 years in Alabama. I had no problems with the service. I moved to Virginia 2024. The service has been horrible. ADT sent a 3rd party to install battery rechargeable doorbell cameras. The cameras run out of charge daily. They're offline 99% of the time due to me not having time to charge 3 cameras each day. I called ADT to get the cameras hardwired for my triplex. The service representative lied as if he could accommodate my needs. The cost for an additional camera and wires was $259 and some change. The technician arrives today informing me that the labor would start at $400 + $59 every additional 15 minutes. That's the bait and switch tactic. I'm appalled. I want my money back. I'm terminating services today!

The self-install gear is cheap and…

The self-install gear is cheap and breaks easily. They have different customer service and apps for sell install. When you call, since it's self-install, it’s hard to find our account info and get help. They just charged me and now want to bill me for another month after I canceled. I’ll never use this company again because of how they handle cancellations. -Update - if you contact alwaysthere @adt.com, they will call you back right away. I'm not sure if my issues will be fixed but I apricate the quick response.