I was with your company for over 20…

I was with your company for over 20 years. Terrible customer service, ridiculous wait times, and the company is unwilling to help customers in an unoccupied home where there was not even an alarm to hookup and/or a wall to put it on. My house flooded, and everything was ripped down to the studs. I asked to have a break in my contract, fully planning on setting it up again, but they would not work with me. I purchased several cameras and had a hefty alarm system package. I had to pay for an entire year even of no coverage and thought my account was on hold because there was nothing to have to hook it up to. There was no system in place. In addition to that, you charged me to break the contract which I was willing to pay my monthly fee. After this personal devastation and rebuilding process, a monthly charge would have been helpful. This was the only time I asked for anything from the company in over 20+ years of being a customer. I lost everything in the flood. And then I had to come up with over $1000 to pay for the plan that I thought was on hold until we could move back in. I will NEVER recommend your company to anyone. Fraudulent support in all areas, uncaring and not willing to work for the customers best interest. As I stated before, my house flooded and I need to replace everything with a good faith promise to hook everything back up and reactivate my account. Now, instead of a couch for us top sit on, I had to pay for a year and a half of nonactive coverage and a hefty cancellation fee. The gentleman that I spoke with, perhaps I should say yelled with, cancelled my account. I felt he was vindictive towards me, uncaring and unresponsive to my needs. Terrible representative of the company. Please do not contact me again unless you are willing to refund my money. I was going to buy additional features for my system, which was fine, however ADT was but horrifically nasty and unwilling to work with me in my time of need. Customer service is ridiculous and I could go on and on. I have been financially screwed over by ADT. Good to know that 20+ years of being a faithful customer means nothing to you. Why would I ever hope that a company would be understanding in the industry that you are in. Aren’t you supposed to protect your customers. That is a complete lie. A dog, no even a cat would provide better coverage and support. I would strongly suggest anyone that needs home security to look else where.

This Company is the worst when it comes…

This Company is the worst when it comes to securing your home. The camera does not pick up any suspicious activities around the home. You can't get help when you need it.

Paying for Monitoring even when system is not connected.

I purchased the self set up and had issues with it. Reached out to tech support, customer service was encouraged to keep it even when I wanted it returned. Long story short, when I eventually got fed up and wanted an address to return it to, ADT said return date is up, I signed a contract, no physical address. Then I offered to pay off the equipment, they said I must pay for the monitoring as well. I asked why I should pay for monitoring when I am not using the equipment? I could not even set up the app due to connection issues. They have been billing me for both the equipment and monitoring since. Now when I try to chat with ADT, they cut me off. My experience has been a nightmare. MONITORING WHAT?

Junk sensors and system fails.

Junk sensors and system fails all the time. Replace twice and never really able to use properly

Sensors are junk.

Sensors are junk. Been a customer for 12 years now. Don't use ADT. Go with a different security provider. There equipment is not dependable and it fails to work properly and they can see on thier end that thwre is a problem and still won't dispatch a tech to replace what is failing. Will never recommend ADT and have been using them over 12 years now. Never again.

Lies about being able to cancel

I had n ADT employee come to our home in 2021. I was told that we could cancel at any time. I signed up for ADT service. In April 2024, I decided that I no longer needed their service. I called to cancel and was told that I had to pay almost $1,900.00 to cancel. I called and spoke to a manager who was very rude. When I told him the rep said we could cancel at any time, he got smart and asked if I recorded him saying this. I do not recommend ADT because their reps lie about how it works and then in the end, it costs you alot more money on top of their costly monthly fees.

FAKE security system thats decades old

FAKE security system thats decades old, insecure and unreliable. If you want to rob houses, look for ADT stickers and cut power. On a countdown to end-of-contract with them!

It all starts from there sales people…

It all starts from there sales people who just want to earn as much commission as they can from seling you the equipment. Lied to me in what it can do. install was good and engineers are great. install went good but all down hill from then on. cctv did not do what the sales person said it would do. keeps going wrong so i made a conplaint back in 2022 at adt ( the email is a joke right ) nothing has happenend for 2 years because i have refused to pay for the cctv alarm yes i have paid for they tried to blacmail me in to paying for the cctv or they will not cover the police responce on the alarm (nice people) yes. now cctv gone wrong again total wast of time calling in as it took 38 minets for them to answer but no help wat so ever would ever get a system of adt take my advise or are the the alarm companies the same

Their equipment and service is garbage

Their equipment is garbage, customer service not much better. You can’t understand what 1/2 of them are staying and whenever there is an equipment issue, they just pass you off to another associate who also can’t help and so you get passed to someone else and on and on! It’s a joke!

I was an ADT customer for over six…

I was an ADT customer for over six years. The service was passable until I moved from Georgia to Texas. I contacted ADT to transfer my service, expecting a straightforward process. The agent seemed eager to assist and even offered a free system for my new home. However, a supposed $5 fee turned into a $250 charge. When I attempted to rectify this, I faced a marathon of over 14 calls and 6 hours, speaking with multiple agents, some of whom were rude and condescending. Despite promises of assistance, I was repeatedly put on hold (longest wait was 50 mins), shuffled between departments, and required to reverify my identity and explain the situation each time, all without resolution. I was told I would receive a call back, which never came. Two days later, I contacted them again, only to be told I had to return the "free" system before any refund would be processed. They claimed it would take 7 to 10 days to refund my money after returning the system, which was frustrating given the immediate nature of the original charge. Then, “we will send you a new system and re-setup your account”. This made no sense. Ultimately, I decided to sever ties with ADT and requested a cancellation of my service. They informed me that cancellation would take 30 days during which I was billed for another month. Despite assurances of cancellation, I had to follow up again after being notified of a failed security check on my system (duh, it doesn’t exist anymore) and being charged another monthly fee. They finally confirmed my account was closed and refunded the last monthly payment, though not immediately. This experience showed me ADT's inefficiency and poor customer handling, especially in rectifying their own errors. Their process seems designed to discourage problem resolution, leaving me to question their efficacy in actual security situations. I will not be using ADT again and advise others to consider their customer service track record when choosing a security service. Update: they replied below asking me to take yet another step to fix their error. They clearly don’t understand customer service. There is no fixing it at this point. ADT had a ton of opportunity to fix my issue. Considering that all you find online about their customer service are complaints, they should be proactive in handling these issues. Maybe fire whomever runs their customer experience division. Start there.

Look elsewhere

Look elsewhere! ADT adds unnecessary complexity at every opportunity. They have 3 different websites you have to deal with if you get both the alarm system and camera system. Then if you sign-up for the auto monthly payment and ever change your credit card, the system can't handle the change becasue it's two separate bills but it doesn't tell you that (unbelievable). It took me 5 days and a couple calls with their customer service who barely speak English to finally get it all sorted out. With today's technological capabilities this type of account credit card modification should take 1-2 minutes but with ADT it unfortunately takes days and a tremendous amount of frustration. Soooo unnecessary! Wish I had gone elsewhere.

worst company I have ever done business…

worst company I have ever done business with. Through false alarms, alarms going off AFTER events to us attempting to get our CO and sell our house. The tech said it would be free of charge, they came here and tried to bill me. I told them I just need a review that my equipment is in working order to sell my house, after all I was a customer for 25 years. The tech called his manager who refused the service. Stay far away, you are better off keeping your doors wide open.

Worst company ever

Worst company ever! Bought the most expensive system 11 months ago. Nothing but problems. Multiple service calls and techs coming out (that I get charged for!). We finally turned the system off and it STILL alarms in the middle of the night. Had a house sitter here while on vacation and the system drove her crazy. ADT refuses to give me my money back and pick up their system. Going to refer this to my attorney.

ADT specializes in locking you into a plan and forgetting about you.

Ever hearse of the term "lock in." it's what keeps companies like ADT in business. They're banking on the fact that when you spend so much to have one of these alarm systems installed, it's very difficult and expensive for you to switch to another provider, which means you'll generally remain a customer, no matter how bad the service is. And as others have noted, it is awful. They recently sent a freelance contractor out to replace the wireless system panel in the basement from 3G to a more up-to-date cell communication method. He botched it and a few days later, all the alarms started going off at once. I called ADT and they said they saw nothing wrong on their end and that they could send someone out in a few weeks to take a look. They could literally hear the alarms blaring in the background (the decibel level was horrific, and I had to go around and rip the wires from the units to silence them). Then I kept getting calls from an ADT system over and over saying that there appeared to be something wrong and to call them. A few weeks later a technician came and acknowledged that the guy had screwed up the installation. They redid it. Then recently I had a problem with one of the smoke detectors and a technician came and said I should order replacement batteries from ADT because I was on the free battery replacement plan. This had been the case for years (25 to be exact). But when I called ADT they said the plan did not cover batteries (which cost $18 apiece -- not exactly cheap). Previously, I had spoken to a customer service agent to set up the appointment, and they too said I was covered under the battery plan. So now two representatives from ADT have said I'm covered and one said I was not. How bad is ADT's computer system that you get such different answers? Also, when I do replace batteries myself, the alarm goes off but I don't hear anything from ADT. They used to call to make sure there wasn't a problem. Now, nothing. This company is horrible.

In my opinion, ADT Security has not provided the level of security service or administrative service they should.

My experience with ADT Security has not provided me with a great deal of confidence in their service, or that they would actually provide the home security and medical emergency services that they claim to provide. They "mistakenly" actually cancelled my security service, then backtracked to claim that I had upgraded the service when I did not. Then they billed me twice "by mistake" once for almost $3,000 once and $700 a second time, when my payments are made automatically billed to my credit card and I have written proof that all payments were made in compliance with my ADT contract. All of this does not inspire confidence that I can depend on ADT for competent help in an actual home security or health emergency. Does anyone from ADT actually read these reviews? Is ADT going to wake up and provide the level of service they claim to? Does ADT actually care about anything besides taking your money from you? Extremely concerned and very disappointed ADT customer

ADT Solar had no idea what they were…

ADT Solar had no idea what they were doing when they entered the Solar business by purchasing Sunpro Solar. Within 2 years they destroyed the best solar company in the US. And pull out of the solar business leaving customers uniformed as to who to contact for questions and services and having to rely on subcontractors for warranty and repairs with no skin in the game and no sense of urgency to take care of the customer.

No moral compass and terrible customer service

I read other bad reviews and I totally agree that this company has no moral compass and horrible customer service. I have called so many times and escalated my complaints and it is a joke. They took advantage of my 88 year old mother who has macular degeneration and not able to execute a contract . I put a security system in my mom’s house and I was told it would be about 600.00 . I did add 3 nest cameras. The installer ended up putting in 21 window contacts and totally oversold my mom. I was doing errands locally and I asked him to call me when he was close to finishing. He never called and just left. The installation came to 2700.00 and my mom did not sign a contract. My copy had a black X under her name . I am my mom’s POA and I told him I needed to go over this. He turned in a contract with a forged signature. I started a fraud process 5 months ago and each time they promise to get to the bottom of this. This is such a despicable company that would take advantage of an elderly person that can’t see and has hearing issues and tries to pretend she could sign a contract . I will not give up because of the principle of it. I just wanted to warn others about these contracts- be careful about the oversell and lack of accountability.

Can't spend hours on phone

Had 2 window sensors triggering tamper alerts, or just going off inappropriately over several months. Police called once. Talked to support, set up virtual tech appt (won't send to house anymore, I guess). Virtual tech quickly agreed the sensors seemed faulty, ordered replacements and set up future appt to install and register in system. Helped me remove faulty sensors from system (unregistered them). Box arrives with just one sensor. Tried online chat, who couldn't help, gave me phone number to call, transferred 4 times, finally someone seemed to understand and ordered missing sensor. Box arrives with install kit, no sensor!! Another round of calls, got cut off once, second agent did not understand me at all, tried to help me troubleshoot, despite my telling him I've already had virtual tech appointment, etc. I had to hang up on him, he never got it at all. Now I have a future virtual tech appointment to install and register my one new wireless window sensor in my system, I'm hoping the virtual tech can order the missing sensor, then I'll have to have another virtual appointment to get it registered as well. I've already spent 60 min on the phone just trying to get the missing sensor. Not eager to try again. When I purchased system 19 years ago, promised in house service (which would have solved this in about 30 min weeks ago), but despite increasing fees, I guess that's no longer the policy. It sucks.

DO NOT FALL FOR THEIR SCAM

I can't begin to explain how horrible this company is. Being a new homeowner, I was worried about the neighborhood so when they showed up the salesman assured that I could cancel the service at any point and had me sign the papers. Being educated I fell for the dumbest move and didn't read the fine print and ended up getting stuck in a 3-year contract. I ended up paying every month without missing since cancelling the contract was beyond my budget. Over a year ago the doorbell camera and the panel stopped working and it took me about 10 hours or so for me to be on calls just to get an appointment set, they sent the rudest technician they could ever hire, and he blamed the doorbell didn't have any power. I ended up paying $750 to Mister Sparky only to assure that everything was fine with the outlets and that the doorbell had the power. This process repeated about 3 times where the ADT technician wouldn't even accept the fact that their devices might be faulty, or I got conned by Mister Sparky too :) Eventually they said the panel is too old and broken and they would like to upgrade it at NO to MINIMAL cost. I was so done, and I wanted to end it on the last day of 3-year contract but guess what they still needed to leech away one more payment. After staying in this neighborhood where I didn't even a security service, I so wished I had read the fine print and not be stuck in their scam.

Absolutely frustrating experience

Absolutely frustrating experience! I'm currently paying for service and a panel that I don't actually have. Someone broke into my building and smashed the panel TWICE. The first time, I replaced the panel. The idea of shelling out more money for a second replacement seems like an unfair option. ADT's refusal to either cancel my contract or provide a replacement leaves me locked into a five-year agreement for a service I can't utilize. Their proposed solution? Pay $1900 to terminate the contract.

Faulty equipment

Been having issues with faulty equipment since January. It's been issues with faulty window sensors and now a faulty ring door bell cam. Customer service just think you have all day when you secdule a appointment and they don't up hold there appointment time.

Where do I begin

Where do I begin. I was quoted one price and was excited about the price so I signed up. When my tech comes out Dawson this is where things take a turn for the worst. He added so many things to my contract without talking to me about it. He asked me to sign so that he could get started. He tells me he is stepping outside to his truck to get the equipment from his truck but actually leaves. My front door is unlocked and I am working in the back of my home. I call customer service to find out where he is and he tells them he is on his way back from the warehouse. A few days later I am looking over my paperwork and noticed my monthly payment has doubled. I called see what is happening and send an email for an investigation and they just cancel my contract without an investigation then say I owe all of this money. This company is has been a nightmare and very dishonest. Dawson Broads is a scammer and very dishonest.

I wish I could give ZERO star

I wish I could give ZERO star ! stops recording for days or weeks at time ,even deleting videos, dog shitting in front of the house, rabbit and baby in our yard, people leaving cards on our door and zero videos to see who it was or what happened. every month the same joke... if someone breaks into our house we don't even gonna know who did it. we are fed up. we are canceling. Don’t do it !! Huge regret.

What’s the point of a recorded line?

Was told my control panel needed to be upgraded. During my upgrade installation on 3/21 I was advised my new monthly payment would be roughly $50 give or take with taxes. I was told by multiple account management representatives to give my account time to reflect the new monthly payment amount. 4/11/24 I was charged $97.50. When speaking with account management again I was advised per the contract I signed (there is no contract on file) my monthly payment would be $97.50. When I asked to cancel services I was advised I would have to buy out my contract roughly $4,000. How can I buy out a contract I didn’t sign in the first place? I asked if the calls are recorded and was told yes. I asked for a copy of alleged signed contract and was told it couldn’t be found but they would send me a copy asap. So there’s proof that I was “misinformed” multiple times. All I want is the promised monthly rate of roughly $50.

ADT is a terrible company

ADT is a terrible company, my cameras never worked, I was paying a lot money just for alarm on my front door. Every time I was calling to see if someone can fix it they told me I have to pay $180 for the services and I have to buy another cameras or monitor. I canceled my membership more than 2 months before the expiration and they didn’t want canceled and continued charging me. I finally got rid of that but they still charge me $34.99 because they told me was not enough the time to cancel it. I’m not recommend this company to nobody because the only thing they are doing is charging more and more money. “Money Hungry “