ADT-Monitored Security Reviews
2.7
5.5
Overall Score
Verified Customer
Review Source
Steve Katz
Everything was fine when we spoke to the representatives, but it was a whole different story when they sent out a technician. They had given me a price and feature, but when the guy came out to my house, it was totally different. It was a misleading situation.
8 years ago
David Seattle, WA
After 3 years of ADT, I am shopping around for a new home security system.
3 years ago we had ADT installed in spite of the ridiculous sales tactics ($7,700 quote for a 2,400 sq ft house - that came down to $1,400 after a more careful examination of the needs - no we don't need a breaking glass sensor on the 12 sq inch attic window) Unfortunately at the time, the competition was even more expensive and less responsive.
Last month (surprisingly on the 36th and last month of the contract), the control panel display started flickering and we called to have it repaired. We would have had to pay $99 to send a technician to see it, instead we had a sales person visit and offer a $630 quote for the new display and 2 chips to enable communication with our "old" ADT system and our other smart home (ring, ecobee, nest) units, After discussion it came down by $175.
I still found the $450 price tag very high for a small touch screen display. So reviewed the competition and saw I could have a brand new system with 15 pieces of equipment + the control panel for $300 !! On top of that monitoring from other companies was between $20 and $35 when ADT costs $60!! The math is simple - Don't go with ADT or quit!!
5 years ago
althea Fort Worth, TX
The quality of service has detorated greatly. I think they are using many inexperienced contractors that do shabby jobs. They are dishonest and tricky. ADT's comercials are all lies. They promised us on price for a set of products then when they arrive the cost is much more.
There customer service agents and also very rude and dishonest. The buttons they place on my windows keep falling off and beeping. We are locked in a long contract, We cannot wait to stop using this worst company. The following day after instalation we tried to cancel but were told we had to pay $800.00. I would never recommend anyone to use ADT at all. They are very dishonest and should be charged for false advertising.
6 years ago
DLeon Fayetteville, GA
I was with Brinks Securtiy since 1988 and then in the 2000’s ADT bought out Brinks. Service went down noticeably and my monitoring fee kept creeping up. I’ve bought two homes and moved two times since being with ADT. During the first move, their technician came and did his installation but I noticed that he was constantly on the phone talking to someone and it wasn’t ADT; he was talking to a friend about aftermarket wheels for automobiles. He talked with this person the whole entire time during most of the installation. He finally finished and left. Consequently, he forgot to place a yard sign in my yard and he didn’t apply some of the window sensors correctly and a few were loose. Next, I called ADT to complain to a manager but I noticed the manager sounded lackadaisal after hearing about how he was distracted talking in his cell phone during installation. The manager said she’ll look into the issue; They never called back. ADT scheduled another technician to come back to correctly fix the problem at my home. Next thing I know, they charged me for the visit after getting my first statement. It took several phone calls explaining that their employee didn’t install my alarm correctly the first time and that was why another ADT tech came the second time. They enventually waived one hundred and something fee.
My second home I purchased in 2014, again ADT installed the alarm. I knew I should’ve change companies but thought maybe 1st encounter was just bad luck. The next technician incorrectly matched the zones with the panel box and couldn’t figure out the problem. He eventually left and ADT scheduled another tech which came to my home. He seemed to be a more experienced tech. He corrected the problem which took over two hours. I’m now cancelling ADT since I’m now not under contract because they steady keep going up on my monitoring fee. I more thing I noticed with ADT, whenever I call with a question about my system they don’t ask for a pass word. When I had Brinks, they would always ask for a pass word before answering any questions.
6 years ago
Bethany Tomaszewski Las Vegas, NV
I havent had adt very long, Only about 2.5 months. Ive had two false alarms go off while i was at home. They sent a technician out to figure out what the problem may be. Luckily they didnt charge me to see what the problem was since i didnt have it long at all, but normally they charge you to see my their product is malfunctioning??
When Mark, my tech was here. He was extremely helpful and looked out for my best interest. He had to call his boss, Brent to reschedule to come back since i was having new doors install the following week. I always ask to be put on speaker so i fully understand what what im paying for and not get taken advantage of. I know that somewhat puts the tech on the spot but makes me feel secure as a customer. His boss is the reason i rated this company a two star. He tried to charge me for taking down my sensors and wanted to re charge me again for putting them back up even though i havent even had this service 3 months and there already acting up. Brents customer service is lacking and didnt make me comfortable as a customer. If it wasnt for Mark i would have switched companies right then and there. I could have easily taken them down and put them back up but knowing that my technician was looking out for my best interest was amazing and is the only reason why i am still currently a customer. Brent needs to take a lesson from Mark on customer care. Im not pleased with the corporate office with adt.
7 years ago
Neil Nixon Wellsburg, WV
We had ADT for almost 4 years. Most of the time it seemed to work well. If we accidentally tripped the alarm we would get a notification on our phones. This all went to crap when we put in a Micro Cell Tower so we could use our cell phones in our house (we live in the middle of nowhere). From that point on we continued to have issues with loss of service. Within 6 months I had at least 25 calls to tech support and a dozen visits by technicians. Literally... each time someone came to my house to do something they assured me my problems had been fixed. I had absolutely no issues with any technicians whether at the house or on the phone. They were all understanding and very polite. But at some point I rather expected this to be fixed. The last straw came when I was first going to cancel the service and a sales associate said he would credit my account for 3 months for my troubles and the next technician to come to my house will fix the problem for sure. Two technicians later our cell phones still wouldn’t sync with the system when we were offsite but, what the heck I thought, I’ll ride out a couple months and see what else happens. Then they billed me the very next month for even more than my normal bill! I honestly don’t mind paying for a quality service when it works but ADT’s problem seems to be, even with all of the technology, no one seems to communicate to each other what is best to be done or what should or shouldn’t work. I was actually told by a tech on the phone that he thought my problem was the microcell but no one else ever thought so. Anyway, we have the castle law in WV, so I have that going for me!
7 years ago
Jimmy Young
Dealt with ADT twice recently and both times left me shocked at their approach to business and a customer of 25 years. First time wanted a quote for a cctv system. £2.5k over 3 years. For 4 cameras and a recorder plus maintenance. Fitted 6 cameras myself good quality system £600. ADT quoted £99 to load an app onto each phone/tablet and connect to system via web. This took me 5 mins per unit. Second time left me speechless. Got an engineer in to move a sensor 18in literally 3 screws and extend a cable. Bill came to £180. Bad me so didn't askvgor cost up front and when challenged was told that's not our policy unless you ask! Now looking for new install and contract with other company who value their customers
7 years ago
Sydney C OH
I have not had this company installed yet, but plan to do so tomorrow as long as what was promised holds true. I do however already have a complaint about the customer service. I had to call 3 times just to get my confirmation email. I was told I would get 3 door sensors, 2 motion detectors, fire/smoke monitoring, and a $100 visa gift card all for the low cost of a $105 installation cost (one time) and a $27.99 a month monitoring fee with a 3 year contract. I refused to have a technician in my home before receiving something in writing to indicate all that the original sales rep promised.The original sales rep. Terrance, said I would receive the email last night. Never happened. I then called this morning and was told that I would get it by the end of the morning. Never happened. Finally I called during my lunch hour and was told by Laqueisha that it was sitting in a ticket for billing and they would get to it. I asked to be transferred to billing and was told "Billing doesn't talk to customers only we get to do that. I can reschedule your appointment to give them more time to get you the confirmation" She transferred me. This new sales rep named Michael (I think) asked what the issue was and immediately reached out to billing and got my confirmation email within minutes. He seemed shocked that I had been told otherwise. If it were not for Michael I would have cancelled and walked away. If they do not honor all that Terrance (original sales rep) has promised then I will not allow the install and walk away.
8 years ago
bobby North Las Vegas, NV
I have had ADT for the last 5 years, my last 3 year contract ended this month and I had the service discontinued..I was billed for the upcoming month and when I called I was told that the contract is not canceled until 30 days from the request. I fulfilled 5 years of contracts with ADT always paid on time..and they are squeezing me for an additional 30 days of service I dont want. They keep calling my phone..sending me EMAILS to try and get me to resume service at a 20 dollar discount..Sorry but trying to squeeze me out of another 30 days of service has shown me what ADT is all about..
5 years ago
Bad experience Greenville, OH
Here is how Adt works. You are offered to agree to an additional charge for an extended warranty. If your install is done by an authorized dealer rather than an Adt employee, you will be charged a 25.00 trip fee for any service call. Service techs are told to use refurbed equipment on service calls. These parts have a high failure rate. You can only have new parts used if you have no service plan and then will be charged full cost. This is an attempt to make extra revenue off of service calls. 104.00 and 27.00 each 15 mns is the current cost.
5 years ago
Terry Ermey Sacramento, CA
Adt outdoor cameras don’t record all events like they tell you. I was told that anytime there is movement they will record. This is not true!!
I have had them out several times thinking the cameras were not working right and now I find out they only record 30 seconds and then time out for 3 to 5 minutes before recording again.
We need better security than that!
Terry
5 years ago
Jeff Saint Thomas, PA
Technicians take advantage of selling older people Items they don't need. The install Items without asking where is best to place things. And they don't hand in thier papwork in a timely manner.
Customer service is ok but any refunds take up to thirty days. The company policies suck. They make sure they get intrest off of your money. They like to promise things but do not follow thru. Beware of this company. I am sure if you are late with a payment they will charge and harass you!
7 years ago
Sue Saint Joseph, MO
I purchased cameras to watch the areas outside my home. It was comforting that I could remotely see who had been near my home when I'm gone. The problem is the cameras don't work half the time. When I called in they said " The cameras aren't met to be for security". Are you kidding me? Isn't your company called ADT Security?? This camera won't pick up a vehicle in my driveway so it sure won't pick up a person approaching. Out of contract so I'm going to do something different. Any suggestions??
7 years ago
Nadia Miami Beach, FL
I am currently having a very bad experience with ADT. The protection system they offer and installed left areas of the house unprotected and I had to call them and show them this, so I had to buy more equipment to protect the house perimeter. I am getting the wrong information each time I reach out to them about the services , when they will call me if the alarm goes off, what I am paying for, and on top of all when I request to speak with a supervisor She is very rude, treats me like I am a little child she needs to educate and scream at me.
7 years ago
Cindy tate Neosho, WI
I was with adt for 2 years, due to getting sucked into a contract. They're way more expensive than most other security systems available. after my two years when I went to drop them, they said that they would give me a reduction in cost almost half so I agreed to it. I kept noticing each month that they had not reduced the cost each time I called they assured me they would. they never did. I finally cancelled, they said they would send me a check for their mistakes they never did. Stay away from ADT
7 years ago
Troy Hynicka Pensacola, FL
ADT subcontractor practiced bait and switch tactics by not putting contract length on agreement. Then emailed a contract with a 3 year term and said it was the same as the agreement . Now that we are relocating they will not honor the agreement and want the balance of a contract they did not properly represent. Horribly wrong in my book.I will never deal again with ADT nor will I recommend them to anyone.
7 years ago
Roberto Patricio Springfield, VA
The actual monitoring service works well, but having to deal with the customer service is the problem. The technicians scheduled were either no shows or inexperienced and without any of their equipment needed to install. Techs come to you house to sell not install. The Sales Rep and their managers would not return calls and made no effort to correct known problems. Dealt with 1 month of issues and still no resolution and given no chance to cancel. Locked into a 3 year contract with no way out, without the service I was initially promised. Look elsewhere.
8 years ago
Ryan Pickering
ADT offers a service, and mostly provides it... however it is my opinion that the only thing they care about is locking you into a contract. They do innovate, which is good... but they are a giant company that has so much bureaucracy that even if you could prove a portion of their system was going to kill someone... it would land on deaf ears no matter what mountain top you yelled it from
8 years ago
Jeremy Brown Riverton, UT
I had many problems with them and the equipment but we had a good experience. The calls in the middle of the night because of a hardware issue. After the tenth time at 2am it took them 3 tries to get it working again. Don't do maintenance in the middle of the night is a good idea.
6 years ago
Fracash Zegulita San Jose, CA
ADT let us down, we got broken into but did not get a call from ADT. Turns out that ADT will only be notified if the sensors are activated by entry. Motion sensor inside my living room when goes off only makes alarm sound, doesnt notify ADT, WTF... Unfortunately, the MF's entered thru my windows that didnt have sensors. Getting window sensors now!
6 years ago
Juan Carlos Las Vegas, NV
It is a very badly organized company A few days ago my alarm rang and the security guards arrived 20 minutes or 25 minutes later What can you expect from them? Actually in that time you allow them to do what they want to do in your house. ADT not Recommended at all
7 years ago
Matt Cohen Minneapolis, MN
other services make it so easy to buy and install sensors and set up the system just how I want it. I gladly paid a $500 early termination fee to get away from ADT. By the way, more modern services don't lock you into long-term contracts with their termination fees at all.
7 years ago Edited September 14, 2021
Dawn Nance Defiance, MO
First installed issues. Had to be reset so who knows how long it wasn’t working. Then the bill increased.....I’ve been out of contract yet I’m still getting billed! One bill over $250 & another over $350!
5 years ago
R Fahey Camden, DE
Death of my spouse sale of my house move to a friend’s home transfer equipment to relative 5-6 long phone calls to resolve over billing and slow refunds. Am I happy? Not one bit!
7 years ago
Anonymous Bedford, MA
Love the alarm system, customer service, not so much. Three calls this week, one email requesting certificate of installation - no call backs, no email returned. I need this for my insurance! Not happy.
8 years ago
ron South Bend, IN
I been with company since 2011. Over the years ADT has raised my rates several times while under a contract with them. They just raised it again.. almost 60,00 a month
7 years ago
Catherine Burke Bethesda, MD
Very expensive system. My three year contract is up and I'm changing to a less expensive system where I own the equipment and can take it with me when/if I move.
8 years ago
Rob Clinton, MD
Overall good system. Lacks in the doorbell and camera application space. Was hoping for more on that end.
8 years ago
Review Source
Judith Davis Columbia, SC
The customer service department was not helpful and the system was not working. We did not have a clear understanding of the billing statement
3 years ago
Review Source
David T Draper, UT
The product/service is ok, but the prices are too high. They tried to rope me into a long contract, but I didn't like being tied in.
5 years ago
Emmanuel Naidoo
Not customer focused. Needs better communication to customers.
8 years ago
Anonymous Chicago, IL
The actual installation vs the original phone conversation were quite different
8 years ago
