ADT USA Reviews 4.684

Don’t get google upgrade, we’re paying for 3 cameras and a doorbell. Doorbell is battery operated and never works. because the battery dies after about 4 days of use. ADT never informed us about being battery operated until after the fact.
We were then told that because the tech guys keep cameras in their cars during winter the battery will come already depleted.
Even when fully charged the battery on google nest doorbell only lasts about 4 days before it shuts off.
We are now in a position where we have to go to Home Depot and buy our own google nest doorbell that is wired due to the fact ADT doesn’t offer a non battery operated doorbell. They don’t tell you it’s battery operated before installation. We would have rejected the “upgrade “ had we known that doorbell was battery operated.
Another bad thing is that it takes a half hour to reattach doorbell after charging due to a crappie mount that fights you every time you try to snap it into place.

I am filing this complaint with BBB due to misleading information, inconsistent communication, and unresolved billing issues with ADT.

In late January 2026, I contacted ADT regarding my $19.99 promotional rate and was informed that February would be my final payment at that rate. I was transferred to the special rates department and spent approximately one hour attempting to secure a new rate but was told no offers were available. I then asked for my cancellation/buyout amount and was clearly told it would be $113. I repeated the amount for confirmation, and the representative verified that $113 was correct. I was also informed that I would not receive a bill until March and that my services would remain active until then.

Within two to three days, I received a bill for $313.85, which I had never agreed to. This reflected a payoff amount based on my contract ending in November 2026. I immediately contacted ADT to reactivate my services due to the incorrect charge and was told it would not be an issue since I called right away. On a later call, I was informed there was already a case noted on my account and that I needed to wait.

On February 9, 2026, after being transferred to six different representatives, I spoke with Jacob Lovelace (Rep ID 361172) in Acquisitions in Newport, Kentucky. He stated he could not believe how I was being treated and said that after speaking with his manager, the fee would be waived and a technician sent out at no cost to me. However, I was then presented with a 36-month contract at $72 per month, which was never disclosed during our conversation. There was absolutely no mention of a new contract requirement. I refused to sign. When I later called back and asked to speak with Jacob as he had instructed me to do if I needed assistance, I was told I could not be transferred to him. I was beyond floored. The man literally lied to me on the phone after the amount frustration he already knew I was in.

On February 10 at approximately 9:00 a.m., I called again to cancel an appointment that had been scheduled without my agreement to any contract. During that call, I spoke with three representatives. The first representative insisted I speak with another person because he said he could not believe what I had experienced. I was hesitant as this has taken so much of my personal time and I am not being heard. The second representative stated he would apply a $150 credit to my account due to the ongoing back-and-forth and issues I had encountered.

I was then transferred to someone in billing who confirmed he could see the $150 credit pending. He stated he would call me back on February 11 to confirm the credit had been applied and that my balance would be reduced to $113. He also agreed that $113 was the correct payoff amount. I informed him that out of approximately 12 representatives I had spoken with, he was the only one who acknowledged that $113 was the agreed-upon amount.

At one point, I was told to simply pay $113 and the account would be cleared. I declined because I was not comfortable making that payment without written confirmation that the remaining balance would be removed. I did not want to risk paying $113 and later being told I still owed additional funds.

I later learned that the original $113 quote was calculated using my promotional rate rather than my original monthly rate. However, that calculation error is not my responsibility. I agreed to cancel based on the amount I was quoted and confirmed multiple times.

As of February 11, I have not received the promised callback, and my account still reflects a balance of $313.85. I have received repeated conflicting information and have been told that resolving this matter would require signing a new contract, which is unacceptable.

I have been a loyal ADT customer for over 10 years. I am requesting that ADT review the recorded calls from late January and February and honor the $113 payoff amount that I was quoted and agreed to. I am also requesting written confirmation that I am not bound to any new contract and that the $113 pays off my account and I can move forward with a new company.

It is not reasonable for me to be held responsible for a representative’s calculation error. I simply want the agreed-upon $113 amount honored and this matter resolved fairly.

What made my experience great today with ADT was Kai my customer relocation service representative. Answering with exceptional customer service skills. Kai was a thorough professional. ADT needs to hire more competent professionals like Kai.

They sold me a system that wasn't what I bought then have had multiple people come out to try to resolve for 4 months and they still haven't. The contract says if they are unable to resolve issue within first 6 months I can get refund for the system. Now I am in month 7 because they have not been getting back to me and now they are saying it is past 6 month period

I was quoted an amount for work to be done, $514.18 & the bill was 2x, $1,112.05, what I was quoted. I requested a new keypad be installed and to change out an overhead door contact and an external door contact. After receiving the WO and see that I was charged 2x what I was quoted, I called ADT. I called the same date the work was done and after being on hold for 1 1/2 hrs & hung up on, I called back & was told I had to wait 48 hrs for the WO to show up. I called back & was told a credit was given. The following month, a 2nd charged for the work was applied to our account. We was not given a credit but was put on a flex payment plan. I have made multiple phone calls, talked to the technicians manager & told he couldn't help me with the charges and he could not transfer me or provide me a number of who could in the billing dept. I managed to get a hold of someone in the concierge billing dept only to be told that ADT has called me and replied to my email stating the additional charges were correct because they spoke to the technician. I informed her that was a lie because no one has called/emailed me. I pointed out that a keypad would not update the software, he changed out the keypad. Before he changed it, we asked him if we would be charged & he said no. Had he said yes, we would have said don't bother because we could still arm/disarm the system with the keypad. We were charged for the keypad & a wall mount for a keypad that was already mounted on a wall. When I asked about the additional sensors, I was told that they come in pairs & I was only quoted for 1 & that was on the sales dept for not quoting that correctly. There was already an existing sensor on the 2 doors they were just replacing them so they could connect to our system. I guess magnets need to be replaced as well, but that's was the explanation I was given about the extra contacts. The technician did not once tell us about any additional charges for the contacts, keypad, wall mount or even the batteries. He just put them all on the bill thinking no one would see it and complain. I have no problem paying for the original quote, but I shouldn't be charged for the tech upcharging for a bonus. We signed for the additional work in the amount of $514.18 not for that amount and anything else they wanted to charge for without telling us they were charging it. We were not informed of any additional charges. We did not agree to any additional charges.

In regards to ADT's response: I have already emailed my concerns to the email provided. I was informed that the person who I thought was going to get a supervisor to call me back was my "case manager". She told me that I had been contacted by a supervisor & explained the additional charges and that they would not be issuing me a credit. And she told me that I could dispute the charges but ADT would still collect those charges. I'm done contacting ADT. I've wasted enough hours I'll never get back. ADT doesn't care about their customers. ADT can contact me if they want to discuss my concerns about the over charges.

I requested service for my faulty door padlock. I was offered virtual service and one to be mailed after a virtual appointment. This was covered under warranty.I scheduled a technician with expectation of it cost of 69.00. That was the price for a technician to come out to install .My appointment slot was scheduled 8-12 technician did not arrive until 3:30pm. Upon arrival he stated he could not do anything and he was slammed from multiple appointments approximately 10 before me and had 2 more after.He stated that it needed replacement and it would cost 309.00. If this item could have been mailed with a virtual tech appointment.. The tech was very questionable???

After multiple technical calls and multiple onsite technical support, ADT successfully fixed the Initial “103 Error” Problem (not caused by ADT or customer), but a subsequent problem developed, which they charged. Pulse has worked fine without any problems for months, but after fixing the original problem, Pulse stopped working, which required subsequent technical calls and onsite technical support.

After a month, I am glad that ADT resolved both issues (including Pulse), but charging for restoring Pulse back to its working condition is pushing it.

Response to ADT Response:
ADT has wasted 10 hours of my time (4 calls, 2 technical calls, 4 Onsite Technicians) and want me to contact ADT regarding charging me for a problem that exists as a result of the original fix. Get up off your lazy ass and lookup the account in your system and handle it.

I don't even know where to begin, I still have all the cameras and door security in the box brand new since April never been able to use it. They lied on the phone said since I have state farm insurance installing was free, nope wanted to charge me $1,100 when they showed up. Told em to kick rocks. Dude left then came back said he worked out a deal with his supervisor, told him to hook it up. He tried to install but said my internet was the problem so I tried several times to cancel but they would not let me. After getting ADT and my home internet provider on the phone at the same time so i can try and hook it up my self, next thing i know a sheriff knocks at my foor to do a wellness check. ADT called the cops on me. They sent me a bill for breach of contract for 2 years of service on a product that they never even hooked up. Everything is still in a box brand new on my kitchen counter for the last 11 months

WORST HOME SECURITY IVE EVER SEEN. Our cars were intentionally lit on fire and not a single one of these cameras caught anything. I tried to get them to take their crap back and they refuse. Worst customer service I’ve ever seen also.

ADT trying to hide its poor brand identity as Everon Solutions for office security exhibits the worst unresponsive service I have ever experienced from any vendor. Be prepared for this before signing any agreement--that's the last time they will engage with you.

I have been an ADT customer for more than 20 years. I called to find out about adding 2 outdoor cameras to my system. I was told I had to purchase a new panel and a circuit chip so that the new panel would communicate with my sensors (4 door sensors, 3 smoke detectors, 2 motion sensors). I agreed to the price, signed-off on it, and gave a deposit. I was then given an installation date.

The installer came this week. They told me the new system will not work with my sensors. So, I had to replace ALL of my sensors. I asked for a discount for being a loyal customer and being sold one thing that wasn't true. The tech said I had to call ADT customer service.

I called talked to an agent, was on hold a while, and was then told I would be transferred to a loyalty team.

The loyalty team offered $75 credit towards monitoring. I said that was too small for what I had to pay. So, they put me on hold and came back with $100. I did not agree to this and figured I would write a letter to corporate and post a review. They also said, well you agreed to it.

Keep in mind a smoke detector costs more and $200. After replacing all my sensors by bill increased by about $1000. Essentially my entire system was replaced so I could get a couple outdoor cameras.

I consider this a bait and switch. I signed off on one thing and then told another thing at install - and my bill went up!

Not quite nice for a loyal customer for more than 20 years. Doesn't seem like ADT was loyal to me.

I would suggest finding another alarm company or be very careful with what you order - avoid singing anything until you really know the price.

am extremely dissatisfied with my experience with ADT. Over the past several weeks, I have spent hours on hold trying to cancel my service. Each time I call, I’m transferred multiple times, placed on lengthy holds, and ultimately left without resolution. The representatives I’ve spoken with have been unprofessional, unhelpful, and at times even rude.

What’s most frustrating is the lack of transparency and the apparent effort to make cancellation as difficult as possible. I’ve been a paying customer, yet I’m being treated like an inconvenience. This is not the level of service one would expect from a company that claims to prioritize safety and customer satisfaction.

I’m filing this complaint in hopes that ADT will take responsibility and improve their customer service practices. No one should have to fight this hard just to cancel a service.

i spent approximately 2.5 hours on the phone on 3 phone calls and 6 people. finally i was sent to billing. this person seemed to be concerned and helpful. he promised to call me back at 10 AM today. he never did. They are charging me for a replacement panel$120 more than quoted and added another $99 to the bill. no one in headquarters cares enough to help or follow thru. one person openly lied. stay away!!!

I had been a loyal ADT customer for decades for my home until I received an offer to sell my home to another individual. When the buyer said he had home security services of his own and was not interested in inheriting my ADT, I canceled my ADT services. The sale of the house fell through, but I have continued listing my house with a realtor. After a period of time, ADT called me and offered to reconnect me with all my previous ADT services for no reconnection fees and at a monthly monitoring rate of $25 per month (with 2 of the first 3 months free), I agreed to the no-fee reconnection terms. A technician named Deonte came to my home at which time I signed a contract with ADT based on the above-mentioned no-fee reconnection terms. After Deonte worked on the system for a while, he suddenly brought to my attention some new equipment and said that I must pay over $800 for the new equipment to get my system up and running. I declined, explaining that this proposal violates the "no re-connection fees" terms ADT offered by written contract; additionally, I told him that it made no sense to pay the $800+ for new equipment that I would not be using, since I'm selling my house. But Deonte insisted I sign a document and proceeded to install the new equipment without my authorization. He told me that the "new system" would only cover the front door and one back door only with motion detector devices. I advised that this is not acceptable, as I have a total of 6 back doors, all of which were covered by my previous system with both motion detectors and electronically, together with electronic coverage of all my windows as well as smoke detectors. I have called ADT customer services numerous times to cancel the system and to return the amount I paid (over $800). Finally, a technician named Jose came to the house to inspect and resolve the problem. He advised me to call ADT customer services and speak to Mr. Ransome Brody. I spoke with Mr. Brody, who said he would refer the problem to another individual who would call me to resolve the issue and reimburse me for all fees unfairly charged. No one has ever called me back from ADT, despite my continual calls, and I feel this treatment is very unprofessional, and I feel certain that I can never recommend ADT to anyone else seeking home security services.

They are the shadiest of shady companies ever!!! Don't sign ANYTHING!! RUN!! They trick you by telling you you can cancel anytime. What they DONT tell you is you have to pay the remainder of your contract! Not just for the equipment.
Then if you call and say you need to make a change, they START THE CONTRACT OVER and dont tell you. Im being held hostage!!!
Don't waist your money. Its better for you to buy your own system or go with someone else. ANYONE ELSE. Crooks!!! I'm so mad. I'm locked in for another 48 months she said. And guess what! She wanted to HELP ME by making a change. I'll never get out of this Shit!!!!
You all should be ashamed. Your just as bad as a time share scam!

I invested in an ADT security system. After being hacked to the point I could not have wifi in my home per my provider, these criminals started gaining access to my property. I told ADT and was promised if such things continued to happen they would go to law enforcement with me. They did not. My antenna was wiped, their top of the line control 10 secondary panel stream was compromised in a separate incident, then the main panel stopped logging event history, followed by not being able to receive updates on the replacement main panel, and then the last 2 had a repeat performance and NO ONE HAD A FIX! I lost my home and as a disabled woman on a fixed income this was no east feat. THEN after calling and asking to close and evaluate, they kept changing. After calling again to accomplish this, my bank account was wiped out on the 1st of the month. I asked them to remove my card in case EXACTLY THIS happened and requested a bill so we could square up on the equipment. I'm such an idiot for not putting a block on their withdrawal info after they charged me a month after canceling. BE WARNED...

I have been a loyal ADT customer for over 15 years, and the way I’ve been treated recently is absolutely unacceptable. I’ve been struggling with a main door zone that doesn’t work, and ADT’s handling of it has been a nightmare from start to finish.

For over a month, I was forced to troubleshoot the problem myself through virtual video sessions, even involving their AI assistant, only for them to finally send a replacement sensor—which still doesn’t work. When I asked for proper technical support, they had the audacity to tell me I would have to pay for a technician to fix equipment that they provided and is faulty.

After 15+ years of loyalty, this is the “service” I get? Their customer support is horrible, their processes are inefficient, and they clearly don’t value long-term customers. ADT used to be reliable, but now they are a shadow of what they once were. There are far better alarm companies out there who actually take care of their customers.

Do yourself a favor and stay away from ADT. They don’t care about you once they have your money. This is hands-down one of the worst customer service experiences I’ve ever had.

I normally don’t leave reviews. But that’s how bad this company is. I think the 1.2 star review speaks for itself.

I tried canceling my service and was charged $258.90 twice ($517.80). Then a month later I get a letter saying I owe $231.15 and it’s being taken out on 2/4/26. So after no help from customer service. It’s going to cost me $748.95 just to not have ADT anymore.

Our experience with ADT Commercial was unacceptable from the very beginning and only deteriorated from there.

The relationship started off poorly due to a clear misrepresentation of the initial appointment. I was explicitly told the scheduled visit was a walkthrough only so the technician could review a newly acquired rental unit. I clearly explained that the space was in the middle of a buildout and was messy. I was hesitant to even schedule the visit, but the sales representative pressured me, stating the pricing was only valid for a few more days. I agreed to the appointment only after confirming multiple times that no installation would take place.

Despite this, a technician arrived expecting to perform a full install while drywall crews were actively sanding walls with tools and materials spread throughout the space. To be clear, the technician himself was professional and even expressed frustration with the call center reps who had set unrealistic expectations.

I recorded the original sales call and have listened to it multiple times.

This quickly turned into a classic bait and switch. I was quoted an installation price that seemed unbelievable, so I repeatedly asked the representative to confirm it. Each time, I was told the same thing: $24.99 total, including all additional equipment. I was very transparent about what we needed and even had another security vendor assess the site beforehand, so I knew exactly what equipment was required. I itemized everything on the call, the representative took notes, repeated the list back to me, and still confirmed the same price over and over.

Of course, once installation was pushed forward, the reality changed. The final install cost was over $1,000, despite being repeatedly told it would be $24.99 including the extra equipment. Again, all of this is recorded.

When I called the next day to address this, I was essentially told I was out of luck because this was considered a commercial account rather than residential. I then spent over an hour on the phone speaking with four different representatives. Eventually, I was told I could remove the equipment myself and mail it back. This directly contradicted what earlier reps told me, which was that only a technician could remove the equipment and that tampering with it could create further issues. Given how poorly this was handled so far, I was not willing to risk losing even more money on yet another ADT mistake.

To make matters worse, one of the door sensor batteries failed within the first week.

We are in the process of launching a dozen or more retail locations. Based on this experience, I will never use ADT again and would strongly advise other business owners to look elsewhere. This entire situation was avoidable and stemmed from misleading sales practices, poor internal communication, and a complete lack of accountability.

Job #: 132966119

I didn’t read the reviews of how bad ADT really is although I just experienced it myself. Terrible company.

4 New completely hardwired ADT systems(surveillance, smoke detectors, CO2, door/window sensors) and 16 years later, I’m done. My opinion is stay away.

Latest incident and last install was never right. Pushy sales reps that don’t care. They just want a sale. Surveillance system never right. I asked for help 30 days after install. No help. Fast forward after their false promises and words to try and make me think there was no system failures, I’m told what it is to fix it lol. Yea right.

A service tech comes to my home while on phone with another CCTV rep Chris and equally important his local ADT manager named Eric S. Eric was more interested in telling his techs where he just had lunch on speakerphone then he started talking about me(the customer) until one of his techs told him he was on speakerphone.

I sent this to corporate that told me it’s not my business to know the outcome as to why this happened. Yes exactly that but it was sent to Eric’s’ next level manager. Wasn’t at all interested in helping fix my system. Only said they’d help me cancel all my services without delay and yes, I gladly agreed and cancelled.

Read this and read this well.