ADT USA Reviews 4,848

I HAVE been with this company for 15 years.I renewed my contract and they charged me over 700 dollars more then what we had agreed on. When I called up they gave me absolutely no satisfaction. I will not renew my contract ,not ever and I will not recommend this company.Get your stuff together. There is a lot of competition.

Horrible. Their system keeps going off for no reason. This has happened 4th time in past 3 months and, and to look at it and send a technician they are asking for $59. Why am I to pay for something which is broken from their side? Extremely horrible and painful. I am switching services now.

Had service for my small business. Requested cancellation when exiting the space. They have a record of my call in, but did not cancel the service. I realized after a little over 12 months that they continued to bill my card. Took an act of congress to find the phone number to try and have this resolved. The rep was incredibly rude when I attempted to cancel. I asked for a refund of the unused services paid for. She laughed at me. Not only did they fail to cancel when I asked to cancel, they stole more than 12 months of service payments from me. NOT A CHANCE IN HELL I WILL EVER USE ADT FOR SECURITY SERVICES/CAMERAS AGAIN.

I am a disable vet and partly blind and been an ADT customer I am relocating and was charge $150 to have a tech come uninstalled the equipment and $250 to install it again in my new place, this is a rip off if I could break my 5-year contract with them that I was sucker into by the salesperson I wouldn't have done it read everything before you agree to anything with ADT and look for another company.

This is the worst experience of dealing with them in the past 20 years.
I can't describe it.

Cancellation is a train wreck. I have spoken to 4 different people and still on hold 45min later

If I could give zero stars, I would. This company portrays themselves as a company that looks out for its customers and care cares about their safety and security. But what they truly believe in and care about is profits.
I experienced an out of my control situation where my Internet reset itself to default settings. This caused all of my cameras to disconnect from my Internet.
The only way to fix it was to do it myself under the supervision of an ADT Tech or to pay to have someone come out and fix it. When I attempted to fix it myself they continued to run into issues with the tools that I had to use to the point where they needed me to completely unscrew the cameras from live wires. When I said that this was something I did not want to do. They advised me that they could send someone out. To have a tech come out is over $180 for 30 minutes and an additional $40 for every 15 minutes after that. This is basic robbery on top of the monthly fees that we pay. We also pay an arm and a leg just to get repairs done on equipment that they guarantee will work.
I completely understand why everyone has switched to Ring. And I would never again use or ever recommend ADT to anybody I know.

After using ADT for 30 years, we discontinued service. One of the transformers on our system went down. We called for service, and they directed me to an online video appointment for repair (that I had to do myself). After I repaired the transformer, the entire system was showing multiple errors (batteries, motion detectors, etc. I asked for a technician to come repair the errors. They wanted to charge me $160 just for the visit. They were desperately trying to get me to do the repairs myself through a video call. I am not physically able, nor do I have the technological know-how for these types of repairs. I kindly requested that they waive the service fee for a loyal 30 year customer...they refused and would not offer any in-person help. Keep in mind this is a VERY short story of multiple hours spent on the phone, getting disconnected, transferred, having to repeat the problem OVER and OVER, online chats, etc. I finally decided to pull the plug and go to another company. When I called to cancel my ADT service, THEN they offered to come out for free, reduce my bill, etc. I explained that if they offered me free service for 5 years I wouldn't even take it. Absolutely horrific customer service experience...HUGE waste of my time, all for nothing. They'll do everything possible to NOT send a technician to your home to help. My only regret is not having left them sooner. There is much more for much less out there!

Our business experienced duplicate billing after a reduced-rate monitoring agreement was initiated. The original $108.36 contract was not canceled, resulting in simultaneous charges.

Multiple written requests were submitted for cancellation, refund, and billing investigation. Proper confirmation and resolution were not provided.

This matter has now been formally escalated. Businesses should carefully monitor their billing statements.

It is very hard to speak to a human. When you do, you are passed around from department to department, given contradictory information, and it's a complete waste of time and a scam for money. On multiple occasions, I have been charged on my credit card without disclosure and without other important information. The people are generally well-mannered; however, many lack proper training about 'ADT' not disclosing critical information, and the customer service is simply atrocious, as each department seems to be a silo and have very limited scope, resulting in you being transferred multiple times and having to consistently repeat the same conversation, to then be told the wrong department and that I need to be transferred.

I strongly regret moving to ADT. First of all, they don't know how to set up the google devices. An hour after install both my nests disconnected and wouldn't connect. When I call ADT they said to call google. I had to factory reset the nest 3 times just to reconnect it. This happens about once a month now and I have a strong wifi mesh. Second, you are now losing privacy through all the google devices set up. So now you have a brittle system that will break when you need the security and a privacy invasion...you are less secure than doing nothing. Third they will REAM you on costs. They will quote you something super reasonable on the phone...then send out an installer who will talk about what a good job it is and how he can feed his kids...but he needs to put in 3x the cost worth of equipment. DO NOT USE ADT. I'm about to stop pay. EDIT: as per ADTs response to this review i have contacted multiple times with no resolution. I paid for install, they jacked up my walls. Sensors fall off the doors and windows once a month. The sensors dont always read the door open shut. Its basically an insecurity system. Customer Support is there to remind you that you are trapped. AVOID!

I could not cancel my service and I had to renew a contract. They rope you in and won't stop until you pay for the equipment.

Customer Service is useless. If you call you get a call center where no one is trained on how to help an ADT customer. The representatives have no idea how ADT devices work!
They put your equipment up, leave and you never hear from technicians again unless you schedule a $99 technician fee. I advice anyone to use a mother security system!

I have given ADT multiple times to fix my problem. I have gotten on ladders and done troubleshooting via camera. I should not have to do this, but tried to be a team player and do what I could. N=My Glass Break Battery still will not last more than 10-14 days. I have reported this as faulty equipment multiple times, just to be told I need to a video appointment because I refuse to have to have to pay for equipment, that I am already paying for, and then need to pay for a service visit on top of of it.

Inept service people are clueless and unmotivated to burn any calories to actually fix anything. They don’t stick to time commitments for service appointments. Cancelling as soon as our subscription ends. What a bad mistake to choose ADT.

ADT is a scam. They sell you faulty equipment that they won't replace. The "Made in China" panel they sell you will cost $1,000 and if you cancel because it chirps all night and they keep "fixing" it but it's still never working right that's on you to pay the equipment cost up front plus the remainder of the months you are in contract. They're not in the business of protecting customers. They're in the business of protecting their profit margin. That's why you sign a 2 year contract. Don't sign contracts with any businesses these days. Consumer protection is at an all time low. I promise you'll spend so much money paying ADT you'll end up preferring a burglary.

I have had the worst experience possible with Safe Streets and ADT. They try to come in and pressure you to get the system and they say there is a trial period that you can back out but it's very convenient that all of the problems come right after that. They never installed my outside camera and then I was assaulted and had to create a police report. They took no accountability for it when I needed that video for the police report. When I tried to cancel my contact, they said it was too late to go back they only give you 3 days to cancel. So, I am now on the hook for 75 dollars a month for 3 years which let me tell you it's much cheaper to just buy a ring camera on Amazon. I have contacted customer service multiple times about my complaints and all they offered was 10 dollars off and they would charge me 100 bucks to get it installed when it was supposed to be free install back when I got it. After a year I was told after 13 months I could cancel. This is yet another lie they tell you. I was just told I would have to pay 1000 dollars to cancel. I would NEVER recommend this company nor its products. Just buy it off of Amazon and save yourself 2500 dollars. They do NOT CARE about you and just want you on contract so they can collect. IT IS A SCAM!!

If I could give them a negative 5 I would. Do not sign the contract! They scammed my 80 year old mother who has dementia out of over $7,000 in equipment and service fees for equipment she could never use because it was not installed properly. They have predatory sales practices on senior citizens. Upselling on equipment that is not needed. When we canceled they charged her card for the total amount.

Everything that could go wrong did. The touchscreen panel doesn't respond properly. Alarm falsely triggers at odd hours (no one can explain why), but most importantly there is ZERO monitoring from ADT! No calls, no police response, NOTHING! What is the point of an alarm that no one responds to?
Getting customer service is nearly impossible. They try to force technician assistance over the phone rather than in person - totally useless, and the live (in person) help didn't fix anything. Frequently they claim to have someone call you back to schedule service (3-5 days), then...nothing. Also, never received the stickers or signs. Was promised them by mail multiple times, never got it.
I took advantage of their moving offer, but they never cancelled my old service address and double billed me for two locations for AGES without my consent. It took several months to sort out the issue, all the while they continued charging. Worst customer experience I have ever had, with any company, ever. My hope is you are savvier than I was and read these reviews before deciding on your system and avoid a lot of headache.

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!