ADT-Monitored Security

I was interested in ADT after receiving a "move-in special" email ad. A technician came to my house, installed the equipment, but said he could not answer any billing questions. ADT uses Defender in the Jacksonville area. The price on the paperwork he had did not match the price I had originally been offered. I called, got bounced around, and eventually spoke to a manager who told me I was not eligible for the move-in offer, but she did offer me a discount on my monthly monitoring fee to apologize for the confusion. I was overcharged by ADT/Defender for the last 6 months. I called and emailed dozens of times with no resolution, and often, no reply. Each month, I was told that the issue had been resolved and my account would be credited for he excess amount, only to be overcharged again on the next bill. ADT reps came to my house twice more with updated contracts with the correct rates, but they never processed them. Not until I called ADT out on Twitter did I finally get any resolution in the form of a new (4th time) contract that was finally processed. I have never been ignored and disrespected more as a customer than with ADT/Defender. I regret ever reaching out to them in the first place.

I have been with ADT since 2006. I have no problem with the Monitored Security Service, and I am ok with it. However, the customer service is the worst I have seen. I just called in today (01/23/2018 around 9:15 AM) to ask about any promotion they might have. First person I talked, nicely transferred me to the second, then the second transferred me to the third, and then the worst thing came in. After ten years with ADT and paying around 53.00 a month, I asked her that ADT has any special promotion for current or loyal customers - her name was Ty and her supervisor was Taylor (that was all she gave out and not thing else when I asked for number, last name ..ect ...) she did not listen what I was asking, and just kept talking unstoping and did not let customer to say anything. Her attitude the way she treated the customer was very rude. I tried to stop her and clarified that I am asking for any promotion that ADT might have. She did not listen, and ignored everything I said, she just kept asking what level of down grade that I want and telling me what to do. She did not care or know what I was calling in about. After 3 minutes waiting to got to her, and 5 minutes to talked to her just as to talk to a deaf person. I exremely disappointed not just her but to ADT as well. What kind of a company to train its employee to serve the customer like that - no caring, no listening, don't care about what the customer need and looking for. Treating the customer like dust. I got on the ADT website to look for a section of customer feedback, but there is none. I am looking for other Monitored Security out there as soon as I found one I will leave this awful customer service, which is the worst I have seen. If you are thinking about ADT, you might want to be ready for worst as you call in.

We recently moved do to a job change and we were in a contract with ADT. The transitions time form our old house to our new one was just over 2 month. We were informed that we would have to pay early termination fee's upwards of $800.00 and when we moved into our new home and set up ADT we would be reimbursed. If our move was less then a month we would not have to pay the fee. "Ridicules" Though out our move we were harassed by ADT at least once a week with threats of court and bill collectors even though we told them time and time again as soon as we make settlement on our home we plan to install ADT again. The is two years left on my account and I will not change to someone else, I will change to ANYONE other then ADT. Security systems today are all pretty much the same customer service and cost are the keys. ADT lacks both!

I signed up with ADT in 2016. Turns out, it was Defenders Protect Your Home that held the contract for 13 months. We tried moving & when our buyer’s financing fell through 2 days before closing, we already had our equipment taken down for the move. We continued to try and sell our home, but we were receiving phone calls everyday with threats of sending us to collections. We ended up having them come and and reinstall the equipment to avoid anything going to collections. We successfully closed on that house almost a year later. I had called and told them that my buyer wanted to keep the equipment and asked if I should agree and leave it or have it taken down to come with us to our new house. I was assured that if I left it, then we would receive all new eqipment free of charge for a “movers special”. I left it. When the tech came to our new house he told us it would be over $500 or we’d have to cancel the contract and pay over $700! ADT says they cannot help me since my contract is with Defenders and Defenders wants to trap us in another contract that would start over or pay the contract off. Oh yeah, and now I’m getting phone calls everyday saying I owe money for the monitoring service at my previous house. I get phone calls from ADT when their smoke alarm goes off. ADT should have a fail safe ability to help a customer out when their “authorized dealer” is treating their customers wrongly. I would not do business with either company.

TERRIBLE!! They came to my house and were here for 3 hours. We were going to switch to ADT from our other security company because we heard they were better. So they send this guy into our house and he takes down the 2 main control panels and disconnects them. After the 3 hour period, the ADT technician tells me they can't install because they have to put another control panel in the basement . I asked him why he did not inform me of this before he started and he said he apologized. He then told me he was going to run out to his car and get something. After about 10 minutes, we noticed that the tech left! Gone!! Never said goodbye and now we have no security system for 2 weeks now because again he disabled the other one. I have made several calls to the company and as of today nothing has been done locally. Would NEVER recommend this company. They also go under the name Defender.

I had the service installed by a third party installer which I was unaware the install was not by the actual ADT technician. The inquiry for service was directly to ADT. I was given false information about the install. I was told the existing ADT service in the home I bought could be used but when the third party installer arrived, he indicated it was outdated and couldn't be functional. I was then given a sales pitch of having the install done at $99.00 with free window and door sensors plus an upgraded keypad and the $100.00 VISA gift card. The monthly monitor fee was to be $29.99. I was then informed the costs might vary a bit due to the number of windows and doors plus the glass breakage monitoring. The costs actually became $1999.00. Of course, this was payable in three installments. I was appalled. I didn't agree to that amount prior to the install. The technician was adamant I signed the order via the tablet he possessed. I hadn't signed anything. After discussing the issue with his manager the price was reduced to $999.00. I wanted to know what exactly this would provide for service. I was told the fantastic opportunity I had since this would be service via cell towers rather than hard wired into a landline. This also prevented damage to the walls, doors, and windows. I am not tech comfortable. My son-in-law listened to the spiel. So now I have pulse. I have had the system for about a year when I discovered it failed more than it worked. I didn't realize the damages to my home were not being captured. In fairness to ADT, the customer support authorized three cameras to be installed for capturing outdoor movement. I thought all would be great. Well unfortunately it isn't. The cameras are motion activated. While the motion kicks the picture it still takes over 15 minutes to reactivate. Within that 15 minutes a lot can happen and has caused theft and damages to my home. I couldn't understand why the cameras appeared to be functioning but yet it didn't capture daily activities. I had the technicians here enough to replace, check out the parameters, meter the timing, and more. To this day and this is about one and half years later, these three cameras have hours of lapsed motion detecting time. The last technician here told be the ATT cell towers are the problem. The ATT cell towers are down often in this area. During these downtimes my home has been damaged by a whacko neighbor but the cameras didn't capture the activity so the township police will not prosecute based on a non-proof complaint. The destruction was observed by other neighbors but they don't want to get involved due to the whacko neighbor had caused their homes troubles in the past. Numerous times I have asked ADT how could this happen? I have been told so many versions of the problem that I would take hours to explain here. The basic fact is the motion detector cameras are a waste. The elements of the time pause and the cell tower interference leaves hours of open time without coverage. The ADT customer service reps need consistent training or they should be smart enough to not say anything at all and transfer you to the senior technical reps for clarification regarding equipment and of course the activities and interactions of the equipment. The wrong information creates poor customer service and compounds not reaching the facts that ADT doesn't have complete coverage for your security. Upsales appear to be the business plan though if the coverage isn't providing you with what you thought you bought. Now the solution offered is for the install of the DVR 24 hour camera system so there would be zero gaps of time and then zero lapsed picture of outdoor activity. This is to the tune of another $900.00. Well unbeknown to me, I am locked into the travesty of inadequate security for another year and half. At that time, I am no longer staying with ADT. In the interim to that date, I do not alarm the system since the system doesn't even acknowledge when the doors or windows are open or the glass shatters. Yes the security system failed to notify me of the broken into the house entry and the theft of multiple items was not recorded. The alarm went off but zero call to me or the local police or even my backup person to authorize contact to the police. So far ADT has cost me a monthly fee of $47.99 for the past two and half years ($1440 approx) house damages total $5800 and the lack of security peacefulness ($$$$$$) and of course the balance of the 3 yr contract which was said to be a 2 yr contract at the time and I never did receive any form to sign or a contract to that effect. I recently tried to end the service thinking the 2 yrs was over but was informed it isn't until summer of 2019. Also I did discover the gaps are at a minimum of six hours a day with the randomness of which camera or all cameras being off. Yes I have detailed this information. Obviously it is during this time when continued issues happen on random weeks. I also discovered I am not the only home with the ADT service and of course I am not the only home having these block out times of no security services. It almost appears insiders are selecting the neighborhood and times when the houses are affected with security breaches too. ADT will not even attempt to fix this issue. I am not rich enough to afford the contract "buy out" so I am stuck with inadequate ADT service until the summer of 2019. I should just hang a sign outside with the ADT logo welcoming the thieves or whacko neighbor... after all that neighbor stole the first set of ADT signs to place outside whacko's doors. No ADT hasn't done anything to correct the false use of the signage there when their service technician was asked to assist. I should have just erected the logo signs and saved a lot of money. Oh but then the thieves and whacko knows the ADT security systems are not secure.

Do not sign up with ADT they are dishonest and cheats. I have had ADT now for 3 months and my experience has been nothing but terrible. There 6 month cancellation policy requires you to have a problem that a technician is unable to fix for three times before you can cancel. I have had a technician forge my signature on paper work. No joke my Securty company signing paper work that requires my signature. You will get more bang for your buck from another company ADT are lire’s and I am ashamed that they are my Securty company. I really am. Also when the system was installed the tech did not know how the stuff worked and was unable to show my family how to use it.

BEWARE OF ADT. The advertisement, the slogan, the recording of feel safe, "always be there for you", etc. is not true at all. I noticed that most of the reviews refer to either how happy or disappointed the person was on the installation. The real test is not in the installation but on the event of being broken in. I was broken in and immediately I called ADT as one of the parties I needed to call. I asked if they saw anything in the camera. They said no. Then I proceeded to call other people I needed to call. Letting it pass for a few days, I called again and ask them that I could not see anything from the my phone on what the camera should be seeing. After troubleshooting it over the phone, they concluded that my gateway which is their equipment, is not working. I asked for how long, they didn't know. How can you trust someone to monitor your house if they can't even monitor their equipment that monitors your house. I felt a breached of agreement that is used to monitor your house. I have been paying to feel safe only to find out that their equipment has not been working. I have to wait for one week before they can fix it. When they were scheduled to come to my house, they emailed 3 hours within the window of when they were going to come that they were on their way. I did not see the email until an hour after. Seriously, for a security company who promised to always be there, email is used to notify someone that they are on their way. The seems very antiquated. Then they claimed they called but no one answered. There was no record on my phone that they called. Seriously they can't leave a message if this was important. Guess what, the next available date is 2 weeks from now. I was already broken in, I waited 1 week, I missed the appointment because they notified me through email then I have to wait for another 2 weeks. This is a breached of contract. All they offer is they will refund me my monthly payment. What was broken and stolen was more than the monthly payment. In my opinion, shop for others. Stay away from ADT.

My experience with ADT has always been good. The products work as advertised and customer support is helpful when I need them to help me or answer any questions.

This is not about the actual security service. It's the means & methods how ADT sold and installed the system. I first seen the promotional ad for ADT stating starting at $27.99/month, with an additional $100 install fee. The monthly price is almost half of what I was paying monthly and wanted to reduce the amount. I called ADT and the sales agent was very fast talker. One thing stood out that he repeated saying that I would be getting $800 worth of security equipment for free. He repeated this about 4 or 5 times, which I thought was odd. Next day ADT installer showed up and asked me several questions about my current service. He began to dismantle the existing system before asking my any questions. He then told me that he needs to "evaluate" the house to set up the best system for my needs. He went over the system and then asked me it would cost an additional $1200! I was "shocked"! This was the first attempt to take advantage of me. I then told him that I didn't have that kind of money . He then started to pick certain items and I told him that I preferred the basic system for which I was paying $27.99/month. He finished the system and said I was good to go and left. Later I checked my email and reviewed the pdf files ADT sent me. Again I was shocked to find out that I wasn't paying the $27.99/month but $52.99/month! I promptly called ADT and asked them what the 53/month was. They told me I "AGREED"AND "SIGNED" all the paper work, WHICH I DID NOT SIGN ANYTHING! The person told me that I signed the installers iPad and I told them again I did not sign anything. On the documents that they sent me was electronic signatures, which again I was unable to look at until the installer left. This is FRAUD! So the ADT person on the phone told me I requested an "upgrade" for Cellular connection of the security system. I told them I NEVER requested this. So then they told me that the $27.99/month was strictly for a telephone (landline) connection rather than Cellular. I told them this is what my preference was. They then informed me that another installer needs to come to my house and change the service to the telephone line. Extremely Unhappy with this experience. They tried to rip-me off on 2 occurrences!

I would have given the no stars if I could. I paid for the install, then paid monthly fee. When I said I had to move and couldn't move the service, they held me to the 3 year contract which is a ridiculous time period since I paid for the equipment. They say I owe 75% of the remaining months on the contract even though I can't transfer the service. They also insisted on auto pay and they take their money at billing, not at due date which gives them interest free use of my money for 3 weeks. The two times the alarms went off, they took their time responding. Screwing customers with service contracts instead of providing a service for fair pay is the American way now. Using the philosophy of the old time loan sharks except their lawyers have made it legal. I'm going to pay the cancellation fee and hope enough people wise up to put them out of business. If you have to have security service, please go with someone else (hopefully with a shorter service contract term and free install)

Absolutely GARBAGE! Unbenownst to us until the day of installation, they use a 3rd party company called "Defender home protect". They blatantly lied to us about the compatibility of our brand new hard wired system, so they could sell us $900 Worth of unnecessary equipment (that was extremely outdated) and unsightly sensors to put on top of our brand new working sensors. Fast forward to a couple months later, none of the sensors in our 13 zones work except the front door. After 4+ hours of being transferred back and forth between ADT and Defender, we were told they could correctly install a system using our hard wired system as long as we could get out of our contract that defender had. After finally reaching the correct person for cancellation the only solution we were offered was a whole lot of attitude (as if we ripped them off) and an appointment for them to replace the old outdated sensors while our brand new state of the art (ADT compatible) sensors remain unused. ADT needs to get it together reconsider who they subcontract business to.

Be aware of ADT's subcontracted local distributor / installer. This just happened to me yesterday. The particular company's name is *Defender*. I specifically told the installer prior to installing anything in my home that if I do not have a digital connection in my current system (in lieu of a landline), that I didn't want to have to pay the $49/mo. I have an existing 'wired' alarm system but had cancelled the monitoring service from another company. It was to be a 'take over' install. Meaning they use my existing system. I made this clear to their installer and the conversation was even recorded on a video on my camera. I was supposed to receive a total of $1,200.00 for them not having to install everything. I would then have an option to make select add-ons equaling to no more than the $1,200.00 credit. The installer was suppose to first check if I have a digital connection before he installed (and remove my existing keypad) anything. Because if I do, then the monthly charge was for only $27.99/MO. Again, I had specifically told him that if the service warrants me to have to pay $48.00/mo that I do not want it at all. He said he understands. After a while, he then started working, removing and installing things in the house. Assuming he understood and got to work based on the specific statement I made to him, I waited until he was done. When finished, we started signing some paperwork, but not the contract. He never once told me as to whether or not I had digital system in my house. All he said was everything was fine. Tells me in 2-3 hours I should receive a contract through email. I did. Except the contract shows levying me with that $48.00/MO service charge and the signature in all the contract documents was hand written by the same installer. Technically forged all the signatures and initials. When I called to complain, their manager Mariah told me I cancel within the 3 days with the understanding that they'll come and uninstall and retrieve their equipment but they are not liable or obligated of re-installing my old system to its original working condition, Basically, I am screwed. Be aware if ADT's installer/local distributor you are dealing with is called *Defender*. They will hustle and screw you,. Get your home security from another company/source.

I highly recommend ADT. My house is now wired to the gills with state of the art cameras and sensors and I love checking it on my phone when I'm away :)

Heard about a burglary in my neighborhood. Made me realize I'd rather be safe than sorry. Had the system for almost a year now. Thank you for protecting me!

ADT contracts with companies that subcontracts to installers who really have minimal knowledge about their systems. Hence why mine was installed incorrectly with extra equiptment that was not needed. When an ADT employee came out to fix, he uninstalled everything and used my already existing system, leaving holes in my newly renovated and freshly painted walls and doors from the previous installation. Also, we were told one price based on "necessary" equipment but when that equipment was no longer needed, they refused to refund. Let's not forget that I set that alarm off several times to test their response time -- not one phone call to find out if I was secure and safe. Not one! Even after the alarm was supposedly working correctly. Additionally, the "6-month guarantee" is not real. A manager insisted on coming out to "make things right." Though he never showed up or called. I called him and he added two other days where he would be available, yet I'd already changed my schedule for that day. Overall, ADT's culture seems to be one of dishonesty and deceit. Though I did not choose to have them installed at this commercial property, my tenant did, I will continue to happily pay EMC Security at home -- no contract. And when my tenant moves out, they can go about their way with this terrible company who does not have to earn your business because they rope you into a contract and treat you like crap afterwards. We also learned from the ADT tech that came out to repair the initial installers work that contractors make more money when they install new equipment verses when they come in and activate an already wired system. THIS is why duplicate system parts were installed. Literally, he installed an ADT motion sensor right next to my wired sensor.

They offered a $27.99 a month if you had existing wired windows and doors. The first thing they did was to tray and remove my existing key pad, but the did something wrong a it caught fire. (because they were replacing it with theirs it did matter. But after they came into my home that price went up to over $2,000 in new hardware. I continually said NO, and finally we settled on a $200 minor upgrade for motion detectors. But then when they found out I only had a VOIP line they couldn't use that and I needed to add that to my monthly bill. Now my bill was to be $50 a month. I said no and asked them to put everything back. They couldn't because the burned up the key pad. They said I need to call their office, didn't say we're sorry, nothing. Now I have NO alarm system and they are wanting we do get someone to fix it and bill them. I couldn't find anyone to fix it, so now I have nothing and ADT doesn't care, won't do anything, nothing. Worst company ever. DO NOT USE THEM OR LE THEM TOUCH YOUR EXISTING SYSTEM....

I seriously considered several different companies, but ADT's experience and track record in the industry is what ultimately swayed me. Happy customer so far.

Maybe I got lucky, but my experience was very pleasant from start to finish. I've had the system for a few months and I am a satisfied customer so far. No complaints.

I was with ADT for over a decade. After all this time my alarm triggered more than once in one day. I was immediately sent a message that ADTs policy is that if the alarm triggers more than 4 times for the MONTH than every inspection thereafter will be charged for. I was then sent an invoice and my account was debited. What about the months when NO alarm was triggered. I canceled immediately and warned many people to review their contract with ADT. I successfully convinced many in my area to change to 7 Arrows who are very active in our area of Observatory Johannesburg. Be careful of ADTs fine print.

They have a representative by the name of Usheka who is Outstanding. If you ever get her, her customer service skills are beyond Admirable. I'll put my name on it.

Installation was a nightmare. 6 1/2 hours and the system did not work. Installer damaged my new Samsung dryer by kneeing on top of it even after I told him not to do that. Spent 5 hours on the phone the next day trying to get everything corrected and finally had to get ADT Corp to get things corrected. They sent out another installer the next day and it took him 3 1/2 hours to get it working. All my problems are with Protect the Home or Defender as they call themselves now. I was lied to by the phone rep and then the first installer tried to up charge me $2,400.00. Total crooks . Asked him if he got commission and he lied and said no. ADT needs to dump Defender and the crooked way they do business before they destroy what used to be a good company. I am sorry I did not cancel and do a DIY system myself.

I began my awful journey with ADT on Friday, October 20, 2017. I'll list my grievances below and explain why I am wanting ADT to release me from my 3 year contract. 1. For starters, the salesman never told us the contract was for 3 years. I called him and said we would like to get service on Friday, Oct. 20. At this time, I was in the car driving and my wife was with me. He said we needed to sign an agreement, which I assumed was simply for installation. He emailed us document and my wife signed it. At no time did he mention this was a contract that was for ADT service for 3 years. I feel this was very deceitful. 2. In our first week of ADT service, we were charged the online rate ($44.95) on Monday Oct. 23 and not the rate our sales guy quoted us over the phone ($34.95). I had to reach out via Twitter to have this resolved. It was handled, but it was still frustrating we were already charged incorrectly. 3. On Thursday, Oct. 26, our alarm was going off saying a window was open when it wasn’t. I went through the whole house and re-opened and closed the windows and doors. I also called to get a tech out since I was unable to fix it. By the time the tech came to our place on Wednesday, Nov. 1 (the soonest they could have someone out), the system wasn’t acting up anymore, so he couldn’t troubleshoot the issue. Since the system was acting up during this time, I also wasn't able to arm our house in fears it may go off by mistake. 4. A few days later, on Monday Nov. 6, our alarm went off at 1AM and woke us up. Not only was there no window or door open, but it terrified my wife and I. I have no idea why the alarm went off. I was forced to turn our system off as I was worried another false alarm would wake us up later. I feel like I can’t even use the system properly since it goes off randomly. 5. Our service started on Monday Oct. 23. On Thursday Oct. 26 (within the 3 business day cancellation period), I direct messaged ADT on Twitter and requested my service be canceled without penalty as the system was not working as it should. They told me I was outside the 3 day cancellation window and that social media isn't the appropriate way to cancel service. Due to these ongoing issues and the fear of a faulty, unreliable system, I am looking to cancel my service without penalty.

Had the system for three years now. It took three service visits to get the system working properly. Had to completely re-wire the phone lines in the attic. Just found out that they cut the service line to spare bedroom and phone no longer works at that wall jack. They refuse to fix the issue and told me to contact phone company to fix their mistake. Cancelled the service because they don't stand behind anything they do. They can cut lines, they just don't take responsibility to correct lines. All they wanted to do is replace with wireless system, which still doesn't fix the phone not working throughout the home. They just don't get it!! Don't waste your time or money with ADT. Keep looking elsewhere.

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.

Had an account for over six years-perfect customer. Called customer service and have never been treated so rudely before. Took two phone calls to cancel account. They began calling me the next day to try to retain me as a customer-four phone calls in 2 days, both at work and at home. I verified the balance remaining on account when I cancelled on 10/12. They just charged me for an additional month on 10/25. Refuse to refund that charge-now saying there is a 30 day cancellation policy and service was scheduled to continue for 30 days after cancellation date, which means they will charge you for an additional month, but they don’t tell you that. Will be filing a complaint with attorney general.

I have been a customer for about 8 years. I had to call to upgrade to pulse. When I did I WAS NOT OFFERED cameras or door bell rings that have cameras now they have Alexa that I would like to have but I can't get an honest answer on. 1st I'm told I need X amount at time of installation but if I have to change the install date my quote won't change. Ha I find out that in my area that I don't have a 3 payment option. It's all up front. $750. Up front. AND I'm under contract for 2 years my monthly payments go up. Then when I raise holly hell I get told by a supervising me. I'll call you back to see if I can get this worked out for you 48 hours AND no call back. Yeah ATD SUCKS. ADT does this to a single woman and a Veteran. Ha I'll just go someplace else AND get a shot gun. I'm not a criminal but ADT IS.

Honestly the best security company on the market. I was so impressed by their service over the phone and how they treated a new customer. You don't see that every day!

I called ADT to set up an consultation to have someone come out and give me a quote for a home security system. The "agent" gave the sales pitch, then asked for my SSN, which I wasn't comfortable in giving, especially when I just wanted to set up an appointment for a home consultation. Ended up giving her the last 4 digits for her to determine I was a "Premium Customer", which then threw her into another sales pitch. When I told her I got all of the great things they had to offer, and that I just wanted to get someone out to take a look at what we might need, and this is after a good 10 minutes on the phone already, she told me that she would need my credit card to get everything set up. Well if I had issues in giving her my SSN info, I sure as hell was bothered by her asking for my credit card info for a darn consultation. I refused the request, she then asked me to hold to "see what they could do for me". At that point her "manager" got on the phone and went on a rant on additional services that only he could offer me that his agent couldn't. After another 10 minutes of a very hard core sales attempt, I let the guy know that I got the whole equipment stuff, but I just wanted to have someone come out to the property without giving a credit card. Long story short, he began to get very irritated that I was "focusing" on the credit card issue when he was throwing all of these great extra at me, but in the end the credit card issue was the issue! I told him I didn't appreciate hard core sales, that he was thoroughly irritating me at that point, and that I had spent way too long on the matter and I was done with the call. The guy had the nerve to continue to badger me until I hung up on him mid sentence. Wouldn't use ADT if they paid me to at this point. Too many other great options better than what this company offers.

I got a promotional email from ADT saying for $99 installation fee the customer would get 15 sensors, $850 worth of a complete system, plus $800 value in bonus equipment and 2 key chain remote without paying a cent. I talked to the sale department. The agent said she would add another $1065 worth of equipment to my order because I had many doors and windows. However, after the installation, I had to pay over $2,000 and did not get the key chain remote. The installer randomly namely the doors and windows without telling me which is which. The system did not arm or disarm 90% of the time. I couldn’t disarm the system in order to come back to the house. I couldn’t arm the system when I needed to go out. I called for help. It took me about 30 minutes from the time I made the call to the time they helped arm the system. So I left the house 30 minutes later than planned and was late for my appointment. The first time I called ADT customer service, I was intimidated by an unbelievably rude woman. I was scared by her and did not dare asking her any more question after the first one. I asked her where I could get the user’s manual because I needed to learn how to operate the system. I explained to her that the installer did not explain anything to me; he only said that if I had questions, call the company. This customer service lady was so annoyed, so irritated when I asked her about where to get the user’s manual. She kept asking “What? What did you say?” I repeatedly apologized for the sound quality of my phone. The tone of her voice was displaying obvious anger. I couldn’t believe a customer service person would behave that way. When she said: “I don’t understand you.” I replied with a question: “Am I speaking a foreign language?” She was outraged, and said: “Don’t you play cute with me.” I swear to God. That was a 100% direct quote. Two days later, despite my hesitant, I called ADT again and asked some questions. About the price, the answer was that I only got 5 free sensors instead of 15 because I was not pre-qualified. She did not tell me how a customer would be pre-qualified. Each sensor was $149. I got 25 sensors. So I had to pay for 20 of them. About why the system did not function properly, she told me to call Defenders. Every day I had to call for help on arming and disarming the system. Finally they sent a technician to check the systems. The technician worked for hours to resolve the problem. He couldn’t identify the names of some windows labeled by the installer. He said: “Did he ask you how to name the windows?” Apparently the installer should have asked me instead of arbitrarily assigning names without telling me which was for which. After the technician’s fixing, the system armed and disarmed properly for 3 days. I was very happy. On the fourth day, I was not able to arm it. I only have the system for a three weeks. Already there are so many problems. What will happen in the next three years? I am thinking of cancelling the service. How much will they charge me for cancellation?

The worst ever. Our alarm stopped working. The soonest they could service was 6 weeks. I took a day off work - they never showed. I called twice and they told me to be patient. The next appointment was another 6 weeks. All the time I'm paying for their "service" monthly even though the alarm doesn't work. So we cancelled our service, and they still kept billing us, then sent the claim to collections... We also have ADT for our business. We decided not to change companies there bc of cost. The battery on the alarm was apparently low so the way they chose to alert us of this was with an automated voice call at 3:30A for seven consecutive nights waking us up for a week until I finally blocked the number on my cell so we could sleep through the night. These are only the two worst experiences we've had with ADT, but we will never choose to use them again and would NEVER recommend them to our worst enemies.

ADT is misleading and has poor customer service. To make matters worse they pass you off to an authorized dealer who is even worse. The 2 companies have different policies and neither know what the other does. Upon moving they did not follow through with scheduling my move so I had to take down the equipment for them. Then they did not cancel my previous service and was billing me for 2 services. After spending countless hours trying to figure this all out between the ADT & Home Defenders (the authorized dealer) they still have not refunded the charges for the previous address. I have been overcharged again since moving in and got a call from ADT saying I am past due! When I tried to explain I had already paid, they said “I can’t see what you’ve paid to Home Defenders.” They are a total mess! I will say that so far the equipment works fine. I pray I never have an actual emergency because I have zero faith that either company is competent enough to handle an emergency.

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. Update: I had the installer in my home. I confirmed that the equipment freebies they promised were in the contract. After he began installing however I was told my monthly rate would be $48.99 not $27.99 because the placement was not near the landline. I was very annoyed that I now was being charged double without ever being told that the placement of my keypad mattered. I just had my walls painted and was not about to let them drill holes and then just leave with no system to show for it. They ended up rectifying the situation by giving me $200 visa gift card and a 10% discount on the remaining equipment. I hope the customer service is more consistent and they learn from this issue. It is not fair to punish the customer for your MANAGERS mistake.

In all my days I've never been so impressed with a company as much as ADT. Their system is top notch, I love love love how easy it is to monitor. Could not be better

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

ADT had been installed in our new home so we activated it @$59 per month. We are new customers and were not offered any promotion. A few days later we received mail to our new home from ADT offering promotion of $19.99 for first year if we re-activate the system. Called immediately and they absolutely refused to honor the offer or provide any discount. Took 1/2 hour on hold and spoke to obnoxious people. Cancelled on the spot and was told $1,200 early cancellation fee will be charged. They will never see another nickel from me. Charges to my credit card will not be honored and my card company was appalled at the way we were treated.

They wiped my comment off since it had a "o". Starting over. I had two men who came from ADT from a contact from the yellow pages, who were most unscrupulous. The first thing they did was cut my wired connections to my wired burgular alarm system. I wanted a few other contact added. They did not ask or have any contract to cut the wires to my contacts in the control box. They disabled the box. They were asked to leave at 5 pm since I have pain medication that makes me tired and harder to concentrate when tired and late in the day.. They said they would only need a little more time and would have the estimate ready. They were installing the electronic contacts after cutting my system with out any estimate or contract. At 10 pm, long after they should have gone, but I live alone and was over medicated by the medication prescribed. They then presented me with a long contract with small print and light print that I could not read as the lighting was not sufficient as I have moniovision for, sit down, $5,0000. Get that?? I had no idea what things cost and was tired and just wanted them out of there, so I signed it. I learned the next day that I had a three day right to rescission and called the company to do so, They voiced the contract but have not paid or made any effort to get the wired contact re-established. They said for me to get three estimates!!. I sent them one but it was not enough. The contacts still need to be done. I would not have this company do anything. They do not screen their representatives they send out to your home, and God only knows how many people these guys ripped off. And ADT, has not followed up to make sure that things were made right, which to me seems they are just as culpable since they know I am elderly and the situation. I want the contact made which can be done. Would not hire this company given that experience. Be very careful who you let into your house and check them out first and learn how much experience they have and if the company has indeed signed them on. The number in the phone book could give numbers of people who pay them for referrals. This was a horrible and embarrassing experience. Waiting until 10 pm for them to finish up. What the heck were they doing in my 4700 sft house??? I did not see them most of the time.

WOW! The rep on the phone was simply wonderful. She helped me with several issues I was having and stayed on making sure they we're resolved. Couldn't be happier

I had an ADT system installed 4/17 in our new home (9/16). The installers were warned if they moved the washer to be careful because of the close space and watch the hoses. Two days after install I started a load of wash, left the room for 5 minutes and came back to a flood of water running from the laundry to the front door. I called the installer immediately and he admitted fault and gave me the number at ADT. No problem. wait until we see what the floor will do. One month later the floor buckled so bad it is like a roller coaster. I called ADT and they said it a nit their responsibility. Called third party installer, Defender and have been ignored and put off for three months. Their insurance adjuster (another third party) came out 10 days ago and the insurance company still has not received his report. I will withhold final review until I see how this will all turn out. So far I am not impressed.

The system in the house worked okay. We lived in a pretty safe area and got it for the family because I needed to travel for business. The sales reps don't give you the full story. Sales reps won't talk about the 36 month contracts. When I cancelled and took a $900 cancellation fee rather than work with them again at our new home, I asked them to train sales reps to cover the 36 month contract piece with customers. Customer service said they are aware of the issue, but because it says 36 months in the contract, they feel no obligation to ensure sales reps cover it with customers. CUSTOMERS EXPECT CONTRACTS TO REFLECT WHAT THE SALES REP SAYS! Signing up for 3 years with a huge cancellation fee is a big deal, but they don't care about the customer. I posted some frustration on twitter and received a response asking about my experience. When I explained my complaint I received no response back. Also, the sales rep failed to mention that when we bought the "Ring" doorbell camera, we only received one month of free video cloud storage, after that, you must pay Ring to continue storing video, or you only use it in real time. A huge part of the value prop is that you can go back and look at captured video after the fact if something happens! You need to tell customers they will be paying extra for this! The way they handle sales is dishonest.

After numerous complaints (2 months) the system was finally functional . Now on the wall where the key pad is, there is a monstrosity of Verizon signal booster. To make matters worse, the quote I received from a customer service supervisor was not honored. I now pay double what was quoted me. On my initial call to ADT for security service, I was very specific that I had an AT&T microcell to boost my cell phone signal and that I didn't want anything to interfere with that connectivity. So guess what, after 5 technicians being dispatched to the house they finally determined that the microcell and their system interfere with each other. This is why I have the Verizon booster on the wall. To make matters worse, the system sent out an alarm to PD and FD which they dispatched. Now I had to pay $16 to city for the false alarms. Long story short, I am stuck with a system for 2 years, they held me to the contract unless I wanted to pay for the full 2 years to get out of the contract. When the contract is complete, I will be removing the equipment and throwing it into the trash. Does that tell you how I feel about the quality of service that I received from ADT?

I HAD HAD ADT FOR 20 YRS PLUS. IN 2014 ADT SENT OUT AN ADT TECHNICIAN TO CHANGE MY SYSTEM OVER TO WIRELESS . THE ADT TECHNICIAN OVERLOADED THE ELECTRICAL OUTLET USED TO POWER THE SYSTEM AFTER MY HUSBAND HAD REPEATEDLY TOLD HIM NOT TO.THE TECHNICIAN INSISTED HE HAD DONE THIS NUMEROUS TIMES AND NEVER HAD A PROBLEM. WITHIN A FEW WEEKS MY HOUSE CAUGHT ON FIRE FROM THAT OUTLET AND DUE TO THE FIRE WE WERE DISPLACED FROM OUR HOME FOR THREE MONTHS. THE FIRE DEPT DETERMINED IT WAS AN ELECTRICAL FIRE FROM THE OUTLET BEING OVERLOADED & ADT REFUSED TO ACCEPT ANY RESPONSIBILITY FOR THE DAMAGES CAUSED BY THEIR NEGLIGENCE AND ADVISED THAT THE TECHNICIANS THEY USE ARE CONTRACTED AND NOT ADT EMPLOYEES AND THAT ABSOLVED THEM FROM ANY LIABILITY. ADT SHOWED NO CARE OR COMPASSION DURING OUR ORDEAL. THE ADT SMOKE DETECTOR NEVER EVEN WENT OFF OR ALERTED THE FIRE DEPT. HAD I NOT BEEN HOME TO CALL THE FIRE DEPT MYSELF OUR HOME & EVERYTHING IN IT WOULD HAVE PROBABLY BURNT TO THE GROUND. THANK GOD WE HAD EXCELLENT HOMEOWNER INSURANCE TO PROTECT OUR HOME & CONTENTS. I WILL NEVER USE ADT AGAIN EVER!

I used ADT for 2 years and had nothing but trouble. I did my monthly system check and every month they sais I was fine. Then my system started sending "ghost alerts" to the police, fire and EMS. I called to get it repaired and was told the closest tech was 70 miles away. I said there is one 20 minutes away, I've used him. ADT swore they had never had a tech in my area. I gave up and called the tech 70 miles away. He said I needed to call the tech for this area because he doesn't service my town. I told him what ADT said and he was shocked. He called ADT and got my local tech scheduled for me. Unfortunately he never fixed it correctly and it never worked right. I gave up after 3 months and changed to a local monitoring and alarm company. They are awesome! DO NOT rely on ADT's reputation and commercials. I did and regretted it.

I contacted ADT for an alarm system when our neighbors home was robbed. As a firearms dealer I need a dependable system. While I don't keep an inventory, the ATF publishes my address as a dealer. I asked several questions: Where are the alarms monitored from? Answer: Texas ( I live in Nebraska) Who do you notify when an alarm is tripped? Answer: Police department ( I told them that I don't live in city limits so you mean the sheriff's department. They argued with me and said they only call POLICE.) They would not send anyone out to determine what I needed, I was supposed to do that from their website. They would send a qualified installer only after I chose the equipment. The installer was located in a city 250 miles away in a different state. Needless to say I went elsewhere for my system. Now they won't stop harassing me with phone calls and emails. I get 4 or 5 emails a day and usually 3 text messages a week.

ADT is an all-around, absolutely terrible security company, and I actually dissuade people from getting it. From the nonexistent customer service to the actual equipment, I have been extremely dissatisfied with the service that we have been paying for over the last two years. To begin with, we got our service installed when someone ATTEMPTED to break into our house two summers ago. Less than two weeks after having the system installed, someone DID manage to get into our house (while the system was ARMED) and steal our belongings. They were able to do so by simply flipping the breaker and killing the electricity to our house. ADT NEVER reached out because “power outages happen all the time.” If I knew it was that easy to disarm ADT's system, my husband and I would NEVER have gotten it, because it is basically useless. I submitted police reports and insurance documents to ADT in order to make a claim, but they NEVER responded. I called several times to cancel our service and again, I got absolutely nowhere. On top of that, at least once a month, the panel “loses” internet connection for no apparent reason (no outages, no storms coming, etc.) and needs to be reset. If it wasn't for one tech showing me how to reset it myself, I would have had to have a tech at our house EVERY SINGLE MONTH to simply reset the system. That is absolutely ridiculous! Also, ADT has cost my family hundreds of dollars with the City of Fayetteville because they've sent officers out to check on false alarms—alarms that were caused by our 30 pound dog, which the tech who installed the equipment PROMISED a 30 pound dog “could not, would not” trigger the alarm. Overall, ADT has lied to us, cheated us out of money, and left us at our most vulnerable. Of all the major purchases we've made, ADT is our biggest regret. We should not have to pay for this kind of service or treatment, and we will continue to warn other homeowners about this company. In my husband's own words, this company “sucks butthole juice.”

My alarm was struck by lighting about 2 weeks ago, as a result my phone line went out. I was without phone service as well as alarm service, for about 2 wks. I contacted my phone provider and they came out and stated that the problem was with the alarm. The alarm service stated that my motion detector had been struck by lighting and ADT does not cover lighting strikes. I asked the tech to disconnect the alarm system, he would not and left. I call the customer service number and attempted to cancel my service and they stated that I would have to give a 30 day notice. After that they set my alarm to go off, which I did not know how to shut it off. So I finally was able to pull the plug out of the wall jack, to stop the noise. This was the most horrifying experiences of my life. How could they be so mean. All I wanted them to do is disconnect the alarm and close my account. I would not recommend them to anyone. I've been a loyal customer since 1996 and they treated me so bad, that I had a nose bleed.

So nice to have the piece of mind that comes with security. Delivery was faster than I expected and I didn't have any trouble with the set up process.

Paul M. June 23,2017 First did not know was not dealing with ADT direct, Defenders are the worst. Second the installer installed excessive sensors and tried to get me for a over $ 2,000 charge. I Balked and wanted regular defined install as in ad.. Installer went ahead and installed excessive censors that continued to go off. 18 glass sensors where three would have worked. Now have a invoice from the City for three false alarms and now their response policy is "whenever some one is in the area" timing. Had technician from ADT evaluate system and stated "installation disaster". System cannot be trusted and he powered down the system. That was on June 15th. Contacted AFT, I thought and always got Defenders no matter how many numbers I tried. Finally got someone to transfer me directly to ADT. They said that I needed three service calls within the first 90 days to have the system /contract cancelled with Defenders. Defenders are the only ones to do this-like trusting the fox to guard the hen house. Well I am waiting for my their service call so I can do the cancellation per their contract. Sorry I ever answered the ADT flyer, so I thought.

Everything is fine as long as nothing goes wrong and they collect their money from your account. However, we all have this service for protection when something goes wrong. The monthly monitoring fees were getting ridiculously high. Someone was entering my home and taking jewelry and the motion detectors did not alarm. I had to literally insist that they install additional motion detectors and, violet, the alarm was tripped within days. Communications with customer service are horrible from the start if you have a complaint. Then they send out "technicians" who seem to have minimal experience. I wanted an additional camera over the driveway area and was sold a tiny little camera that did not work at night. It turned out that the ambient light source was inadequate for this camera. Their salesperson chose the camera after an on site inspection and he should have been aware of the ambient light source requirements. But - of course - after the fact their attitude was that I should have known, in advance, that the camera needed more light. And before the light source problem was identified there were a few other ridiculous explanations suggested that would have required expensive equipment and installation fees. What they did install has wires hanging down in my garage and one guy tried to drill though a roof support. Another guy drilled a big hole in the stucco that has silicone globbed in it. I cancelled my service with this company and wish I had never hired them.

ADT is the worst security system ever. We have a newer system (install about a year ago) and they make you sign up for a 3 year contract. We have had nothing but problems. Putting it into away mode where the motion detectors are active always sets off the alarm. We have a large home and there are areas that can't be covered by the ADT wireless system. The final straw was when a smoke detector erroneously went off causing the audible alarm sound continuously. Upon calling ADT to have them send out a technician, they told us that we'd have to pay for that. As a result we asked to cancel the services and were told that according to the contract we were liable for 75% of the remaining cost. The contract is there to keep you paying for their cheap (in terms of quality of equipment) system. Learn from my mistake and don't use ADT and if you still decide to do so, do NOT sign up for a long term commitment.