ADT Incredibly Poor Customer Service

Don't quite know what has happened to ADT. They used to be a great company with excellent customer service. However, with my most recent equipment issue, it’s been an absolute horrible experience. I scheduled an appointment for a 4 hour time slot only for the tech to arrives 3 hours late (7 pm) with little in the way of updates. The tech shows-up and confirms what I told the representative when scheduling the appointment. Not prepared to perform the repair, states we have to reschedule for the actual repair. This comes at a cost of $59. Rescheduled for the panel replacement only for them to cancel the day of the appointment after already waiting 2 hours into the 4 hour time slot (2 pm). Try to reschedule for the following day, only to be told they are full-up and have to reschedule for days later. I rescheduled for the next soonest available time and ask to have the local manager to call to discuss this situation. Of-course no call by the branch manager. The tech shows-up the morning of the next scheduled repair time, only to welcome the tech at the door and be immediately told there are no notations on the repair order as to being no-charge (defective equipment) and instead of waiting a few minutes to get clarity from ADT account representative, the tech says he cannot wait, he has other appointments. I'm sorry but do I not have an scheduled appointment? He proceeds to tell me I have to call ADT account services to have notations added (first I heard of this and the previous tech should have already noted the account - have quality service plan) and reschedule yet another appointment! This is now the 3rd time (day) having to take-off and having to make arrangements to be at the house....truly unbelievable. There seems to be little or no respect for a customer &/or their time. I called ADT account services, and they had the required no charge notations on my account within 15 minutes. I've been a customer of ADT for over 10 years with 3 different houses...no more!! They lost a long term customer and they will lose every other future customer I have a chance to influence. What has happened to this company and their customer service at least in the Raleigh area!

Appalling corporate service after 44 years as a client

Appalling corporate service. Have had ADT monitoring and patrol for 44 years! During that time, I've had the physical equipment by DSC changed at least three times. All that was required was for my installer to call ADT, get a code and program it into the new equipment. Last week, I got the latest DSC panel and keypad installed, called ADT for the code, was REFUSED and told I had to buy equipment from ADT! After hours and days on phone hold, then speaking with a number of ADT employees, I was unable to get the necessary code. I told them to cancel my account and was informed that I would have to pay for an additional month of service, EVEN THOUGH THEY HAD REFUSED SERVICE.

Zero Stars

If I could give zero stars, I would. My experience with ADT has been extremely disappointing. Their customer service has been unhelpful and frustrating to deal with. I also have serious concerns about their sales and billing practices, which felt misleading and left me feeling taken advantage of. The company may have had a strong reputation in the past, but based on my recent experience, the quality of service has significantly declined. I will be submitting a formal complaint to the Better Business Bureau regarding my concerns.

SCAMMERS / horrible service

UPDATE: Since my initial review below, I contacted email address given per the response on this review. Within minutes, ADT resolved my issue. THANK YOU!!!! ADT has been redeemed *********************. My current service w/ADT was no longer under a 12-month contract. On Feb 2, 2026, I called ADT bc my service had stopped working. I threatened to close my account with ADT, but the agent offered me a better monthly price which entailed having 12-month contract, but that contract would not take effect until Feb 23, 2026. On Feb 3, 2026, I was had an appointment to have my ADT unit serviced but they cancelled that appoint on the very day of. On Feb 4th, I called and closed my account with ADT...they tried everything in the book to not have me cancel but I was adamant and reiterated that they close my account. I reached out to an ADT chat agent on Feb 6, 2026, and the chat agent advised me that I would not be charged (I have a screenshot of such as well). On Feb 14, 2026, I received a bill for $286.37 covering Feb 26-Mar 4, 2026. I called ADT and spoke with Alicia on Feb 16, 2026 and she stated that she could not erase the bill bc I entered into a contract. Please be advised that said contract was not effective until Feb 23rd. This is highway robbery. Even if I did enter into a VERBAL contract, I still cancelled within the 3 day window a consumer has a right to cancel. Also, my ADT system does not work so basically they're saying I need to pay for service that does NOT work. This business practice is truly a scam.

I wish I read reviews before joining

I wish I read reviews before joining. ADT is an absolute scam. Do not get their devices. They lie about hidden cost, the technician Johnny told me I can relocate with no cost to devices and that was a lie. Now trying to relocate they charge over 350 just to move down the road and then do not even bother to call back with a scheduled time. They took my money, took down old system and has left me without service ever since yet I am supposed to pay. As someone going into property and have friends in the business, I will definitely enforce how terrible they are and how they practically just steal your money but provide no service.

STAY AWAY

While my initial installer was great and lets me text him with issues, everything else is horrible. We have had the system two months and have needed 5 service trips already. Thousands for the equipment plus 70+ dollars for monthly monitoring service. But the equipment breaks constantly. It's so mental for the price. DO NOT and I mean DO NOT get ADT services.

18-Year Customer Loyalty Means Nothing to ADT

I have been an ADT customer since 2008 at two residences. In March 2025 I transitioned from a landline system to ADT’s cellular monitoring service after being assured the service would be reliable and my pricing would remain stable. Beginning around January 20, 2026, my system began repeatedly malfunctioning. The keypad chimed throughout the night and the system displayed error messages. On February 10, 2026, ADT confirmed they were not receiving a signal from my system. I followed all troubleshooting instructions provided, including disconnecting power, removing and reconnecting the battery, opening the cellular unit to reseat wiring, replacing glass break sensor batteries at my expense, and performing additional steps during multiple remote support sessions. Despite these efforts, the system continued to fail. Most recently, the keypad displayed “battery failure” and the cellular unit showed a red fault indicator. ADT again confirmed no signal was being received. ADT required that I pay a technician service fee to repair equipment that is clearly malfunctioning. They refused to waive the fee despite my 18 years of consistent payments. I was billed for monitoring service during periods when the system was not functioning and ADT could not receive a signal. When I requested cancellation due to nonperformance of service, I was informed I would be charged over $600 in termination fees. I believe this constitutes billing for nonfunctional service and an unfair attempt to charge additional fees to correct equipment failure. I am requesting that ADT waive the technician fee, credit the period of nonfunctional service, and permit cancellation without penalty if the system cannot be restored reliably.

I had ADT in my prior home and was…

I had ADT in my prior home and was disappointed, disgusted and in complete disbelief and dismay when confronted with uninformed phone representatives!! Something as easy as changing a battery and its locations was a Challenge !!! That’s when I knew, when I moved ADT would be HISTORY!! Although I was hesitant in leaving a security situation that I needed, I encountered a professional in the company that seemed to be knowledgeable, accommodating and reliable. I gave ADT one more chance. What a huge MISTAKE!! Mr.Brian Lang, presented me with an offer that the remaining balance would be negated when moving into my new residence and the service fee would be half the amount that I was paying… WOW who could pass that up….!!!!! Well, I should have!! Of course I didn’t and rushed to my new house in the morning at 8:45 AM waiting for the technician to arrive at approximately 9am. Only realizing at 12:30 PM that nobody was coming, so I called Mr. Lang, who reached out to the technician, who was in Miami and needed to come to Boynton Beach to update and activate my system. Well……. The technician had no idea when he would be arriving. It was at that point that I canceled the technician!! After that, about 15 people called with about 15 different deals of the day and year and was at that point that it became HARASSMENT!! I filed 2 complaints with the Better Business Bureau (regular and SCAM DEPT) and now wanted to warn everybody !!! Be smart stay away from ADT and call The Monitoring Center!! I’m so happy that I found them through my new community residents!!! I have a year and a half of free service and you pay one price upfront for all of the necessary equipment that is needed and you are done.!!

Google nest doorbell is battery operated garbage

Don’t get google upgrade, we’re paying for 3 cameras and a doorbell. Doorbell is battery operated and never works. because the battery dies after about 4 days of use. ADT never informed us about being battery operated until after the fact. We were then told that because the tech guys keep cameras in their cars during winter the battery will come already depleted. Even when fully charged the battery on google nest doorbell only lasts about 4 days before it shuts off. We are now in a position where we have to go to Home Depot and buy our own google nest doorbell that is wired due to the fact ADT doesn’t offer a non battery operated doorbell. They don’t tell you it’s battery operated before installation. We would have rejected the “upgrade “ had we known that doorbell was battery operated. Another bad thing is that it takes a half hour to reattach doorbell after charging due to a crappie mount that fights you every time you try to snap it into place.

Repeated Misinformation and Broken Promises

I am filing this complaint with BBB due to misleading information, inconsistent communication, and unresolved billing issues with ADT. In late January 2026, I contacted ADT regarding my $19.99 promotional rate and was informed that February would be my final payment at that rate. I was transferred to the special rates department and spent approximately one hour attempting to secure a new rate but was told no offers were available. I then asked for my cancellation/buyout amount and was clearly told it would be $113. I repeated the amount for confirmation, and the representative verified that $113 was correct. I was also informed that I would not receive a bill until March and that my services would remain active until then. Within two to three days, I received a bill for $313.85, which I had never agreed to. This reflected a payoff amount based on my contract ending in November 2026. I immediately contacted ADT to reactivate my services due to the incorrect charge and was told it would not be an issue since I called right away. On a later call, I was informed there was already a case noted on my account and that I needed to wait. On February 9, 2026, after being transferred to six different representatives, I spoke with Jacob Lovelace (Rep ID 361172) in Acquisitions in Newport, Kentucky. He stated he could not believe how I was being treated and said that after speaking with his manager, the fee would be waived and a technician sent out at no cost to me. However, I was then presented with a 36-month contract at $72 per month, which was never disclosed during our conversation. There was absolutely no mention of a new contract requirement. I refused to sign. When I later called back and asked to speak with Jacob as he had instructed me to do if I needed assistance, I was told I could not be transferred to him. I was beyond floored. The man literally lied to me on the phone after the amount frustration he already knew I was in. On February 10 at approximately 9:00 a.m., I called again to cancel an appointment that had been scheduled without my agreement to any contract. During that call, I spoke with three representatives. The first representative insisted I speak with another person because he said he could not believe what I had experienced. I was hesitant as this has taken so much of my personal time and I am not being heard. The second representative stated he would apply a $150 credit to my account due to the ongoing back-and-forth and issues I had encountered. I was then transferred to someone in billing who confirmed he could see the $150 credit pending. He stated he would call me back on February 11 to confirm the credit had been applied and that my balance would be reduced to $113. He also agreed that $113 was the correct payoff amount. I informed him that out of approximately 12 representatives I had spoken with, he was the only one who acknowledged that $113 was the agreed-upon amount. At one point, I was told to simply pay $113 and the account would be cleared. I declined because I was not comfortable making that payment without written confirmation that the remaining balance would be removed. I did not want to risk paying $113 and later being told I still owed additional funds. I later learned that the original $113 quote was calculated using my promotional rate rather than my original monthly rate. However, that calculation error is not my responsibility. I agreed to cancel based on the amount I was quoted and confirmed multiple times. As of February 11, I have not received the promised callback, and my account still reflects a balance of $313.85. I have received repeated conflicting information and have been told that resolving this matter would require signing a new contract, which is unacceptable. I have been a loyal ADT customer for over 10 years. I am requesting that ADT review the recorded calls from late January and February and honor the $113 payoff amount that I was quoted and agreed to. I am also requesting written confirmation that I am not bound to any new contract and that the $113 pays off my account and I can move forward with a new company. It is not reasonable for me to be held responsible for a representative’s calculation error. I simply want the agreed-upon $113 amount honored and this matter resolved fairly.

Scamming people with their products

They sold me a system that wasn't what I bought then have had multiple people come out to try to resolve for 4 months and they still haven't. The contract says if they are unable to resolve issue within first 6 months I can get refund for the system. Now I am in month 7 because they have not been getting back to me and now they are saying it is past 6 month period

Quoted work 2x more than quote

I was quoted an amount for work to be done, $514.18 & the bill was 2x, $1,112.05, what I was quoted. I requested a new keypad be installed and to change out an overhead door contact and an external door contact. After receiving the WO and see that I was charged 2x what I was quoted, I called ADT. I called the same date the work was done and after being on hold for 1 1/2 hrs & hung up on, I called back & was told I had to wait 48 hrs for the WO to show up. I called back & was told a credit was given. The following month, a 2nd charged for the work was applied to our account. We was not given a credit but was put on a flex payment plan. I have made multiple phone calls, talked to the technicians manager & told he couldn't help me with the charges and he could not transfer me or provide me a number of who could in the billing dept. I managed to get a hold of someone in the concierge billing dept only to be told that ADT has called me and replied to my email stating the additional charges were correct because they spoke to the technician. I informed her that was a lie because no one has called/emailed me. I pointed out that a keypad would not update the software, he changed out the keypad. Before he changed it, we asked him if we would be charged & he said no. Had he said yes, we would have said don't bother because we could still arm/disarm the system with the keypad. We were charged for the keypad & a wall mount for a keypad that was already mounted on a wall. When I asked about the additional sensors, I was told that they come in pairs & I was only quoted for 1 & that was on the sales dept for not quoting that correctly. There was already an existing sensor on the 2 doors they were just replacing them so they could connect to our system. I guess magnets need to be replaced as well, but that's was the explanation I was given about the extra contacts. The technician did not once tell us about any additional charges for the contacts, keypad, wall mount or even the batteries. He just put them all on the bill thinking no one would see it and complain. I have no problem paying for the original quote, but I shouldn't be charged for the tech upcharging for a bonus. We signed for the additional work in the amount of $514.18 not for that amount and anything else they wanted to charge for without telling us they were charging it. We were not informed of any additional charges. We did not agree to any additional charges. In regards to ADT's response: I have already emailed my concerns to the email provided. I was informed that the person who I thought was going to get a supervisor to call me back was my "case manager". She told me that I had been contacted by a supervisor & explained the additional charges and that they would not be issuing me a credit. And she told me that I could dispute the charges but ADT would still collect those charges. I'm done contacting ADT. I've wasted enough hours I'll never get back. ADT doesn't care about their customers. ADT can contact me if they want to discuss my concerns about the over charges.

I requested service for my faulty door…

I requested service for my faulty door padlock. I was offered virtual service and one to be mailed after a virtual appointment. This was covered under warranty.I scheduled a technician with expectation of it cost of 69.00. That was the price for a technician to come out to install .My appointment slot was scheduled 8-12 technician did not arrive until 3:30pm. Upon arrival he stated he could not do anything and he was slammed from multiple appointments approximately 10 before me and had 2 more after.He stated that it needed replacement and it would cost 309.00. If this item could have been mailed with a virtual tech appointment.. The tech was very questionable???

Fixing Problem 1 causes Problem 2, and charge for Fixing Problem 2

After multiple technical calls and multiple onsite technical support, ADT successfully fixed the Initial “103 Error” Problem (not caused by ADT or customer), but a subsequent problem developed, which they charged. Pulse has worked fine without any problems for months, but after fixing the original problem, Pulse stopped working, which required subsequent technical calls and onsite technical support. After a month, I am glad that ADT resolved both issues (including Pulse), but charging for restoring Pulse back to its working condition is pushing it. Response to ADT Response: ADT has wasted 10 hours of my time (4 calls, 2 technical calls, 4 Onsite Technicians) and want me to contact ADT regarding charging me for a problem that exists as a result of the original fix. Get up off your lazy ass and lookup the account in your system and handle it.

I don't even know where to begin

I don't even know where to begin, I still have all the cameras and door security in the box brand new since April never been able to use it. They lied on the phone said since I have state farm insurance installing was free, nope wanted to charge me $1,100 when they showed up. Told em to kick rocks. Dude left then came back said he worked out a deal with his supervisor, told him to hook it up. He tried to install but said my internet was the problem so I tried several times to cancel but they would not let me. After getting ADT and my home internet provider on the phone at the same time so i can try and hook it up my self, next thing i know a sheriff knocks at my foor to do a wellness check. ADT called the cops on me. They sent me a bill for breach of contract for 2 years of service on a product that they never even hooked up. Everything is still in a box brand new on my kitchen counter for the last 11 months

WORST HOME SECURITY IVE EVER SEEN

WORST HOME SECURITY IVE EVER SEEN. Our cars were intentionally lit on fire and not a single one of these cameras caught anything. I tried to get them to take their crap back and they refuse. Worst customer service I’ve ever seen also.

ADT (Evern Solutions) NO CUSTOMER SERVICE

ADT trying to hide its poor brand identity as Everon Solutions for office security exhibits the worst unresponsive service I have ever experienced from any vendor. Be prepared for this before signing any agreement--that's the last time they will engage with you.

Bait and Switch on a more than 20 year ATD customer.

I have been an ADT customer for more than 20 years. I called to find out about adding 2 outdoor cameras to my system. I was told I had to purchase a new panel and a circuit chip so that the new panel would communicate with my sensors (4 door sensors, 3 smoke detectors, 2 motion sensors). I agreed to the price, signed-off on it, and gave a deposit. I was then given an installation date. The installer came this week. They told me the new system will not work with my sensors. So, I had to replace ALL of my sensors. I asked for a discount for being a loyal customer and being sold one thing that wasn't true. The tech said I had to call ADT customer service. I called talked to an agent, was on hold a while, and was then told I would be transferred to a loyalty team. The loyalty team offered $75 credit towards monitoring. I said that was too small for what I had to pay. So, they put me on hold and came back with $100. I did not agree to this and figured I would write a letter to corporate and post a review. They also said, well you agreed to it. Keep in mind a smoke detector costs more and $200. After replacing all my sensors by bill increased by about $1000. Essentially my entire system was replaced so I could get a couple outdoor cameras. I consider this a bait and switch. I signed off on one thing and then told another thing at install - and my bill went up! Not quite nice for a loyal customer for more than 20 years. Doesn't seem like ADT was loyal to me. I would suggest finding another alarm company or be very careful with what you order - avoid singing anything until you really know the price.

am extremely dissatisfied with ADT phone service with unprofessional staff

am extremely dissatisfied with my experience with ADT. Over the past several weeks, I have spent hours on hold trying to cancel my service. Each time I call, I’m transferred multiple times, placed on lengthy holds, and ultimately left without resolution. The representatives I’ve spoken with have been unprofessional, unhelpful, and at times even rude. What’s most frustrating is the lack of transparency and the apparent effort to make cancellation as difficult as possible. I’ve been a paying customer, yet I’m being treated like an inconvenience. This is not the level of service one would expect from a company that claims to prioritize safety and customer satisfaction. I’m filing this complaint in hopes that ADT will take responsibility and improve their customer service practices. No one should have to fight this hard just to cancel a service.

i spent approximately 2.5 hours on the Phone because of an invoice that was nto what was promised…

i spent approximately 2.5 hours on the phone on 3 phone calls and 6 people. finally i was sent to billing. this person seemed to be concerned and helpful. he promised to call me back at 10 AM today. he never did. They are charging me for a replacement panel$120 more than quoted and added another $99 to the bill. no one in headquarters cares enough to help or follow thru. one person openly lied. stay away!!!

Breach of Contract

I had been a loyal ADT customer for decades for my home until I received an offer to sell my home to another individual. When the buyer said he had home security services of his own and was not interested in inheriting my ADT, I canceled my ADT services. The sale of the house fell through, but I have continued listing my house with a realtor. After a period of time, ADT called me and offered to reconnect me with all my previous ADT services for no reconnection fees and at a monthly monitoring rate of $25 per month (with 2 of the first 3 months free), I agreed to the no-fee reconnection terms. A technician named Deonte came to my home at which time I signed a contract with ADT based on the above-mentioned no-fee reconnection terms. After Deonte worked on the system for a while, he suddenly brought to my attention some new equipment and said that I must pay over $800 for the new equipment to get my system up and running. I declined, explaining that this proposal violates the "no re-connection fees" terms ADT offered by written contract; additionally, I told him that it made no sense to pay the $800+ for new equipment that I would not be using, since I'm selling my house. But Deonte insisted I sign a document and proceeded to install the new equipment without my authorization. He told me that the "new system" would only cover the front door and one back door only with motion detector devices. I advised that this is not acceptable, as I have a total of 6 back doors, all of which were covered by my previous system with both motion detectors and electronically, together with electronic coverage of all my windows as well as smoke detectors. I have called ADT customer services numerous times to cancel the system and to return the amount I paid (over $800). Finally, a technician named Jose came to the house to inspect and resolve the problem. He advised me to call ADT customer services and speak to Mr. Ransome Brody. I spoke with Mr. Brody, who said he would refer the problem to another individual who would call me to resolve the issue and reimburse me for all fees unfairly charged. No one has ever called me back from ADT, despite my continual calls, and I feel this treatment is very unprofessional, and I feel certain that I can never recommend ADT to anyone else seeking home security services.

They are the shadiest of shady…

They are the shadiest of shady companies ever!!! Don't sign ANYTHING!! RUN!! They trick you by telling you you can cancel anytime. What they DONT tell you is you have to pay the remainder of your contract! Not just for the equipment. Then if you call and say you need to make a change, they START THE CONTRACT OVER and dont tell you. Im being held hostage!!! Don't waist your money. Its better for you to buy your own system or go with someone else. ANYONE ELSE. Crooks!!! I'm so mad. I'm locked in for another 48 months she said. And guess what! She wanted to HELP ME by making a change. I'll never get out of this Shit!!!! You all should be ashamed. Your just as bad as a time share scam!

I invested in an ADT security system

I invested in an ADT security system. After being hacked to the point I could not have wifi in my home per my provider, these criminals started gaining access to my property. I told ADT and was promised if such things continued to happen they would go to law enforcement with me. They did not. My antenna was wiped, their top of the line control 10 secondary panel stream was compromised in a separate incident, then the main panel stopped logging event history, followed by not being able to receive updates on the replacement main panel, and then the last 2 had a repeat performance and NO ONE HAD A FIX! I lost my home and as a disabled woman on a fixed income this was no east feat. THEN after calling and asking to close and evaluate, they kept changing. After calling again to accomplish this, my bank account was wiped out on the 1st of the month. I asked them to remove my card in case EXACTLY THIS happened and requested a bill so we could square up on the equipment. I'm such an idiot for not putting a block on their withdrawal info after they charged me a month after canceling. BE WARNED...

I have been a loyal ADT customer for…

I have been a loyal ADT customer for over 15 years, and the way I’ve been treated recently is absolutely unacceptable. I’ve been struggling with a main door zone that doesn’t work, and ADT’s handling of it has been a nightmare from start to finish. For over a month, I was forced to troubleshoot the problem myself through virtual video sessions, even involving their AI assistant, only for them to finally send a replacement sensor—which still doesn’t work. When I asked for proper technical support, they had the audacity to tell me I would have to pay for a technician to fix equipment that they provided and is faulty. After 15+ years of loyalty, this is the “service” I get? Their customer support is horrible, their processes are inefficient, and they clearly don’t value long-term customers. ADT used to be reliable, but now they are a shadow of what they once were. There are far better alarm companies out there who actually take care of their customers. Do yourself a favor and stay away from ADT. They don’t care about you once they have your money. This is hands-down one of the worst customer service experiences I’ve ever had.

Do your research first. Learn from all of our mistakes.

I normally don’t leave reviews. But that’s how bad this company is. I think the 1.2 star review speaks for itself. I tried canceling my service and was charged $258.90 twice ($517.80). Then a month later I get a letter saying I owe $231.15 and it’s being taken out on 2/4/26. So after no help from customer service. It’s going to cost me $748.95 just to not have ADT anymore.