Left ADT after 30 years!
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!
John Greene
Our business experienced duplicate…
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.
Dimitris Opa Restaurant
AVOID AT ALL COSTS
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.
MB
I strongly regret moving to ADT
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.
Christopher Whitehead
I could not cancel my service and I had to continue or threatened with paying for the equipment.
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.
Joaniebc
Customer Service is useless
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!
Cara Gough
I have given ADT multiple times to fix my issue and they have not.
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.
Brenda Lynn
Inept service people
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.
Steve
ADT is a scam
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.
Sean
I have had the worst experience…
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!!
Cris
If I could give them a negative 5 I…
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.
Dana Johnson
SCAM! Everything that could go wrong did
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.
reviewreviewreview
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!
JPSilver
I have been having problems with my…
I have been having problems with my side camera for 2 weeks. I was giving up and trying to cut ties with ADT. Janay at ADT was so sweet she calmed me down and fixed the problem. Im back online and can sleep tonight. I was in the hospital and had to leave early because my dog was home unprotected with no camera. Thank you so much. Im an old lady and my dog means the world to me. Janay you made a big difference. Thank you.
janice herold
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 ACS 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 ACS 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. What a bunch of bozos!
Robert S
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.
Jevona Green
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.
DEE
Sent me unsolicited junk mail
Sent me unsolicited junk mail
Consumer
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.
Cynthia
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.
tom man
