ADT Security Reviews

Morgan 2025.01.10

     

If I could give this company a ZERO I would. First of all, we were under a 3 year contract. When that contract ended, we called to ensure cancellation. They were insistent on our contract being cancelled. NOPE - got a statement 1 month later stating we owed $623.00 for a renewal. When called, not only did we get transferred 6 times we were told that we "verbally" signed a contract. Make THAT make sense "verbally signed" an agreement. When asked to provide that, we were told they could not provide a LEGAL binding contract that we supposedly signed. Another month goes by, and I get another statement in the mail. I called, got transferred 5 more times to someone who said that they re-opened our contract under a relocation ... WE HAVE NOT MOVED. So instead of canceling, they took it upon themselves to reopen our "contract" under a verbal with a relocation. THAT IS TERRIBLE BUSINESS. Not only did we call to CANCEL and were told they would gave me a cancellation number, but when calling again they couldn't find a cancellation number. They told ME that my husband verbally agreed but then turned around tonight and said that I verbally agreed. They told us our insurance would go up if we did not have a security system in. They LIED and said that we both agreed to a verbal contract at which nobody can provide us. THIS IS THE ABSOLUTE WORST COMPANY TO EVER HAVE AND WILL NEVER EVER BE RECOMMENDING THEM AGAIN.

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Mircea 2025.01.10

     

-5 star! The worst company and the worst customer service ever. I regret that I gave them money for past three years. Do yourself a favor and stay away from ADT, go find something else better. They never tried to help. They always go against you.

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Jay 2025.01.10

     

I should have realized from the time I signed up that this company is not consumer friendly. Upon activation they refused to send someone to activate the account. They had me on the phone for an hour going from window to window. If a service technician came to my home, it could have been activated in a fraction of the time. After several months, and false alarms and devices not functioning properly (for example: one device, system said the battery was low. I replaced it. Still said it was low. I bought another one. Still getting the error message). I requested a service technician come out to fix the issues that were occurring since Day 1. They wanted to charge me a fee. I declined. Knowing that keeping a customer is not a priority, I canceled my account. Unfortunately the contract I had signed was for a year. So they are charging me a hefty disconnection fee (which again did not require a technician to come to my home). Even so the system is faulty, they refused to waive the disconnection fee. While attempting to have them 'forgive' the early termination fee, I removed my credit card from their system. Days later they made an UNAUTHORIZED charge to my credit card (which has since been disputed). Since they could not be trusted with my credit card, I mailed a check for partial payment. Their system uses ACH to cash checks, which means my bank does not get a canceled copy. I contacted them and requested I pay the balance due with a check ONLY if I get a copy back from my bank. ADT refused. As a result, I have an unpaid balance, which will remain unless they come up with a mutually agreeable way to make the final payment.

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Cheryl 2025.01.09

     

On Jan 9th 2025 I called ADT. My door sensor was overriding. The first rep read a statement saying if I get injured or damage my property while troubleshooting ADT is not responsible. I questioned that statement then the rep. read it 2 more times and I said I agreed he responded I did not sound genuine.and he thought he heard me make an additional statement. I stated how much time was wasted on the call and no resolution. And that he's on the clock not me he responded "I'm getting paid". I requested to speak to a manager the manager transferred me to a more experienced rep. and he was helpful told.me I needed a part and he would order the part and also told.me the last rep put a note in the system saying I refuse to agree to the statement. A total lie. The experienced rep put me on hold to see if the service fee could be waived he never came back and I got routed to another rep who wasted time requesting a total recap the experienced rep did not log notes. She transferred me to another rep who I told I was not starting over after wasting 1 hour with prior reps. I requested that he have the 2nd rep call me since he resolved the issue..He agreed of course no one called. To avoid the crazy rep.show I will find a new provider with a team that helps customers. Should not be paying for a clown show

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J 2025.01.07

     

If I could just give zero stars and still leave a review... It took over 40 minutes on the phone to cancel the monitoring service. Transferred to five different "specialists", one each transferring to the other, asking for the same information each time and trying to upsell on something I clearly no longer needed. It was a simple task with an unnecessarily complicated process. The best part was they called it a submission for a "request" to cancel service. Bless your heart ADT. It was not a request. Been with ADT for over 20 years until I moved. Service was great until they ended it with this noise. Will not be using them again.

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MONICA 2025.01.07

     

ADT is far inferior to the Vivint system I replaced. Their customer service is sub par. New system is 2 weeks old and the front door lock and garage door sensor do not work. They give a week window for repairs and never show up. Then upon calling again another week is added. I would NOT recommend this company. Plus on top of it all there is a sub contractor that does the install which is probably why they don’t care how long it takes to resolve your issue. The salesman basically told me his hands are washed off it once it’s installed. “Call customer service” which seems to be useless.

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remy 2025.01.07

     

After being a loyal customer for 10 ½ years, I’ve never felt more betrayed and disgusted by a company. For the last 3 years, they played me for a fool, taking my money every single month without providing any service. Every time I called for help, they would assure me a technician was coming, but no one ever showed up. And when a technician finally decided to appear, they wanted to charge me extra fees, even though I was already paying for a service I wasn’t getting! It gets worse. They convinced me to buy sensors for $120, promising they would arrive at my home within a week. After 2 months of waiting, I called to find out where they were, and their response? “We shipped them, we don’t know why you didn’t receive them.” Turns out, after some digging, they never even processed the order. How is this acceptable? ADT is nothing but a money-hungry company ripping off customers with fake promises and horrible service. They’ve stolen years of payments from me with no accountability, and their customer service is as useless as their security system. If you value your time, money, and sanity, stay far away from ADT. They are thieves masquerading as a security company.

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J 2025.01.04

     

It took over 40 days to remedy a technical problem beginning with an average wait time of 20 minutes after the recording tells you 5. Attempts to resolve the issue remotely were satisfactory, but I was advised to purchase a new battery from them (at 3x more) because of assurances of shelf life; waited 1 week to receive the wrong battery; after waiting another week the correct battery didn’t work because the unit didn’t work, my model was obsolete and I needed a new system. I was told on the first service call, but opted for what I believed would be a quick and less expensive option. No one wanted the responsibility for the return of unused second battery. After no service for 40 days I was only granted a partial refund. Thankfully we have a great watch dog!!!

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Heather 2025.01.03

     

Don't waste your money!!! You can buy a security system yourself way cheaper than ADT. Definitely wasted thousands of dollars for nothing & they call CONSTANTLY throughout harassing you to come back to them.

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Nicole 2024.12.31

     

I chose ADT for my home security system because my aunt and uncle have been satisfied customers for over 10 years, and it seemed like a reputable company. My experience with their service has been positive. The sales representative who assisted me was helpful, though there was a slight misunderstanding regarding the upfront payment details, which might have been due to my lack of questions. Nonetheless, he was also responsible for the installation, which was conducted efficiently. The service features have met my expectations very well. For instance, ADT installed devices under my kitchen and bathroom sinks for water detection. Although I haven't faced a fire or burglary alert, the water sensors did notify me about a malfunction, which turned out to be a false alarm. Still, it gives me peace of mind knowing that I'll be alerted in case of any issues.

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Melvin 2024.12.31

     

I've been a customer of ADT Home Security for quite some time, initially choosing them based on a recommendation from a friend. Our experience with ADT has been very positive. There was an incident where my wife accidentally set off the alarm, and their response was impressively swift—the police arrived in just five minutes. I appreciate that the system makes a noise when a door opens, adding a level of security and awareness. Whenever we've had minor issues, ADT's customer service has resolved them promptly. The response from their team is quick, and they've always been helpful. Additionally, they provide signs for the windows, which adds a deterrent factor. I feel confident recommending ADT to everyone I talk to, knowing they have reliable support when needed. Customer service experiences have always been excellent. I've consistently been satisfied after speaking with ADT representatives. As for a rating, I'd give ADT a 5, fully recommending their services. We're planning to move in a couple of months, and I intend to continue using ADT's services in our new home.

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Robert 2024.12.31

     

I've been with ADT Home Security for a while now. We initially chose them after some research because they offered exactly what we needed in terms of home security. We've had a couple of minor issues with the system, but their service has been commendable. They’re quick to assist, and I appreciate their responsiveness, especially since my mother-in-law occasionally sets it off. It's comforting to know that their support is reliable when that happens. Regarding overall quality, I find it excellent. As for the cost, it's very reasonable for us, and it's worth what we get in terms of security and peace of mind. The service quality is top-notch, and the people at ADT are great to work with.

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Theresa 2024.12.31

     

I started with ADT around May. Initially, I was with Duke Energy, and they referred me to ADT, which influenced my decision to go with them. However, my experience has been mixed. While my interaction with the sales representative was alright, I found the billing process quite confusing. I was repeatedly billed different amounts without a clear explanation—a detail the salesperson failed to mention. This led to frustration as I tried to understand the charges. The installation process went smoothly, but the technician could have explained the system better. Unfortunately, I haven't had an opportunity to use the alarm system extensively, as I haven't been out of town. I do appreciate having it for peace of mind, but there's room for improvement. Particularly, I felt the backyard camera placement was adequate, but I'm more impressed by the wider view offered by Ring compared to Google's devices integrated by ADT. One positive aspect is the discount ADT provides on homeowners insurance, which is a nice perk. Overall, I would rate ADT 4 out of 5 stars. With clearer billing communication and better explanations from the team, my satisfaction could improve.

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DB 2024.12.31

     

As a loyal customer of ADT Home Security, I've always appreciated the reliable monitoring and the quick response whenever I've accidentally set off the alarm or faced a battery issue. ADT took over the company I was initially with, and I've remained with them ever since. The process to get in touch with a representative is generally straightforward, though the quality of customer service can vary. Sometimes I've gotten some that aren't very friendly or responsive. But usually, the staff who follow up when the alarm is triggered are wonderful and the technicians who've visited my home for service have always been professional and efficient. Overall, I'm satisfied with the service and think it's good value for what I pay. But it's terribly expensive, plus it's been going up and up more recently.

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Chris 2024.12.31

     

I initially chose ADT Home Security because the system was already installed when I purchased my house. My experience with their sales representatives has been satisfactory, and the installation crew did a great job. However, I've had issues with the pricing. Two years ago, when I had my system serviced and the keypad changed, I signed a contract at a certain price. Despite this, the price increased due to additional taxes, which I had not anticipated. Although I was informed that price changes were indicated in the contract, the initial price was clearly stated, so I found this frustrating. I've been trying to exit the contract, but they informed me that I cannot do so until the term ends. If I had the option, I would switch from ADT. Overall, I would rate my experience with ADT as a 2 out of 5 due to these contract issues.

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Jordan 2024.12.31

     

I've been a customer of ADT primarily because I'm unsure how to cancel their services. Currently, my ADT system isn't functioning. After a hurricane, I lost power, and I'm not sure how to reconnect it, and one of my cameras was blown off. I haven't contacted their support due to my busy schedule and not having their contact number handy. Previously, I had some issues with my camera system, but ADT addressed it by sending me a new one for self-installation, which was easy to do with their phone assistance. Initially, when the system was set up, a technician did come, and they were very pleasant. Regarding my ADT package, I find that I don't use most of its features — I only rely on the basic setup for emergencies. While I'm generally satisfied, the additional features don't get much use. Overall, I'd rate ADT 5 stars, despite the current issues, as their service and support have been helpful in the past.

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Sharon 2024.12.31

     

My experience with ADT started due to a recommendation from my nephew who works there. He connected me with someone for installation, and it was relatively simple to get set up. I also bought an ADT doorbell; however, they failed to inform me that the battery couldn't just be replaced— the whole unit had to be changed. This left me without service for nearly a year. After a lot of back-and-forth, they eventually replaced it with a functioning doorbell. Customer service was frustrating during this time. They told me it was my responsibility to replace the doorbell without mentioning that it needed full replacement when it stopped working. It was quite a wait to finally get a resolution. While this incident was disappointing, my overall experience with ADT has generally been positive. Despite the doorbell issue, I've been satisfied with their services.

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Loette 2024.12.31

     

I decided to purchase ADT because people were pulling into my driveway in the middle of the night without any reason to be there. The sales representative was very nice, and the installation went smoothly. The technician was a good guy and a very nice young man. The system's quality is just fine, and it works without any problems. I don't have any additional feedback for ADT, but overall, my experience has been positive.

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H 2024.12.31

     

I've been with ADT for a long time, and my experience has been mostly positive. Initially, we chose ADT because a friend recommended them, and it was a convenient option at the time. The installation team has always been great, and the technicians are reliable. There was one instance when a sales representative suggested an unnecessary major update, but the technician resolved it with some simple upgrades, and the system has been running perfectly ever since. In terms of service, everything has been satisfactory. However, I recently faced a minor issue. After damaging our ground signs due to hurricanes in Florida, I contacted ADT for replacements. I was told I had to wait until after the first of the year to get new signs. I expected more consideration given the circumstances, but it's not a big issue since the new year is just around the corner.

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Kelly 2024.12.31

     

I have been using ADT Home Security for several years now, but my experience has been less than satisfactory. Since setting up my equipment years ago, the only communication I've received from them is my bill. I wanted to pay off my equipment in advance, but they insisted I pay it over time, and it seems it's still not fully paid. Recently, my fees increased without explanation, and I find it frustrating. I've even thought about canceling their service altogether, except for carbon monoxide monitoring, as I'm unsure about the level of security they provide. There seems to be a lack of communication from ADT. In my previous home, the alarm triggered calls from them. But now, I don't know if I even get calls. When the alarm goes off, I reset it. And I may get a text saying my alarm was reset. Overall, I find it challenging to differentiate ADT's service from having a simple ring camera, leaving me uncertain about the added value I'm paying for. I'd rate my experience a 3 out of 5 due to these unresolved issues and lack of communication.

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