ADT USA Reviews 

ADT has constant inexplicable billings which are impossible to track on an ongoing basis. The monthly monitoring is simple enough, but if you finance equipment purchase, they have you. Every time the amount changes, you can't get anyone on the phone who understands; they have to refer you to another member of the 'team' and the phone goes dead. This was nearly every month with inexplicable amounts and responses like, 'oh your payment was allocated to the wrong account', but it never gets fixed and the mistakes continue. It would take a forensic accountant to have gone through a simple 2 year plan and in the end, you have paid hundreds more than the contract. Good luck getting anyone to explain and return your money. It is bareface theavery!! Never again will I use them. BUYER BEWARE!!!!

STAY AWAY! STAY AWAY! STAY AWAY! We’ve been trying to cancel our ADT service for weeks and still haven’t been able to reach a live person. They make it nearly impossible to cancel. Absolutely unacceptable customer service. I’ve had to freeze my credit card because they keep charging/sending bills even though I’ve been trying to cancel. Now I’m left wondering if I have to go to court just to cancel a service. This is beyond frustrating. I don’t know what else I’m supposed to do.

The service itself was fine, but the billing issues seem never-ending. We have been trying to disconnect service since May for our mother who has passed. In July, we returned all of the equipment using the envelope the company sent us after we called to request cancellation.

Despite confirming that the equipment was received 3 months ago, we just received another bill covering October through December. We are now being told that because the account was not “officially” canceled until a few days into the next billing quarter, we are responsible for another full quarter of service—meaning we are required to continue paying for four months after her death. I thought surely this was an oversight, but called and spoke with multiple people who confirmed this was their policy and the future charges could not be waived even with proof of death and returned equipment.

Even more confusing, the online account shows a $0 balance (and has since June), while paper bills continue to arrive. When we call, we are told the online balance is incorrect and that we must continue paying because she never personally called to cancel. We have called multiple times, but they claim to have no record of those calls—even though they sent the return envelope at our request and confirmed receiving the equipment in July. I asked if we could escalate to resolve the discrepancy, and they said the only options were to pay it or deal with collections!

The service was fine. Trying to cancel it after a customer has died has been unnecessarily frustrating and difficult.

Extremely disappointing experience with ADT

I have been an ADT customer for a year, and I have completely lost trust in this company. When I called about moving my service, an agent named Daniel Grants told me a technician would come to move my cameras and that the transfer would cost only $59.99. I asked him several times to check all the details. On a later call, I learned that ADT does not even offer to remove the cameras. I also found out that an order for approximately $700 had been placed without my authorization or a clear explanation of the charge.

Another representative told me a supervisor would listen to the recording of my call with Daniel and call me back. No one ever did. I then received two bills, one for about $700 and another for $1,900. That representative told me to disregard them because they would apply only if I transferred the service. I decided not to proceed with the transfer.

She also told me my contract ended in October, that I only needed to pay $109 the following month, and that I would owe nothing after that. Now I have received another bill for $1,189.89. When I called to ask why, I was told my contract ends in October of next year.

What ADT’s representatives told me on the phone does not match the orders and bills I received. I want ADT to review the call recordings, provide a written explanation of every charge, and show proof that I authorized any order or transfer. I also want the supervisor callback I was promised. This experience has been incredibly frustrating, and I cannot recommend ADT.

Got our wireless system. We installed and we’re not told that you have to take them down to charge them frequently and if they are installed high enough to work then you have to get on a ladder. Older people should not be on ladders. Customer service is the pits. May as well be AI generated they will transfer you 20 times and you might be on the phone for hours. But they never solve your problem. 30 day cancellation and you call before the 30 days us up and it’s useless. Most poorly run company I’ve ever seen. Don’t buy adt

This company is a debt trap and the ruddest customer service in the world. They installed service for my company in April within days i had low battery notifications. I called over and over, they finally decided to send someone after 3 months, which blew his appointment time by 3 hours. After 4 months no service i called to cancel they threatening me with $1500 early cancellation fee or credit of one month to avoid the fee. From installtion with defaulted battery i was punished and have no recourse, they been charged my account the whole time for no service. STAY AWAY FROM ADT specially if you are a black custumer they careless about you.

I have tried for 2 months to cancel my plan with them. You can't call. You can't use your mobile app. You can't email them. I have countless calls logged and 25 emails with them and finally had to just cancel the credit card transaction and report them to the BBB. There is NO REASON not to be able to cancel this via an online app or via customer service. After a ridiculous numbner of back and forths they insist they need a HANDWRITTEN note stating the cancellation.

If I could give zero stars, I would. I’ve been paying my bill faithfully for 14 years but my husband died and when I contacted ADT to put the account into my name was when my difficulties started. I made 3 calls, around an hour each time, and was told by 3 different people they would email and mail the instructions for the name change. Never happened. Finally got ahold of someone I thought was going to help me but he said tech had to come to my home and install a new panel. ( what that had to do with simple name change I haven’t a clue). I said I couldn’t afford new panel- he said it would be free and indeed I got an email confirming this. Tech came out and said all equipment had to be changed out which of course I had to pay for. Tech said guy I talked to on the phone probably didn’t know this. But Ok. I get it. My stuff was 14 years old. So this evening one of the sensors shows an open window , where there is none, can’t arm the alarm unless this sensor bypassed. One hour plus on phone , first with AI then a person. No successful instructions given, the person sent a link to a video and ended the chat, basically hung up on me. Great way to treat an elderly widow who is a longterm customer. So now it’s late at night, one sensor in brand new system not working. And now under contract again so I’m stuck. I’m so stupid I didn’t even think to check reviews before I allowed an ADT tech into my home. I wish I’d never made that first phone call to change the account into my name. And I REALLY wish I’d severed all relationship with ADT, but I’m stuck awhile now.

Went to cancel my monitoring service after 17 yrs. Just changed systems, thats all. Terrible experience. Rude as ive ever seen. Terrible customer service. Tried to get me to stay and everything i said no they kept dropping price from $61-$45-$40-$25- $17. Pathetic

I bought a new house 2 months ago and these sales people keep knocking on my door every couple of days trying to get me to sign up for it. I've told them about a dozen times that I'm not interested...even bought a "No Solicitation" sign and they ignore it. One guy even mentioned..."I saw your sign, but..." then I cut him off by slamming the door in his face because it's getting to the point of harassment! This other guy followed the Doordash delivery driver to my door to try and get me and I told them...yet again...I'm not interested and slammed the door on him too. Yall need to just let me have my peace! I work nights and I don't appreciate being woken up every other day by your sales people.

I reside around the Sharon area of Pennsylvania. I had Levi knock on my door and try to convince me into getting the security system after we talked. He let me know that I would need a cosigner or $2800 to pay, but there would be no monthly fee. I declined on both of those because I did not feel comfortable doing that. As he was leaving. He made the comment “how can you buy a $300,000 house but not come up with $2800 “he was very unprofessional for saying that to me because honestly it’s none of his business. The reviews I have read about the service is absolutely horrible! And Levi IFFT-ADT (724-996-6085) needs to be fired because of his comment to me. I’m very upset about him being rude to me and am looking into filing a lawsuit against him and the company!!!!!!

Probably one of the worst companies I have done business with definitely go with another security provider. These guys have equipment that breaks down all the time. They nickel and dime you and charge you for everything. Their customer service wait times are hours long. Their billing is always messed up, and when you move, they will charge you thousands of dollars to get out of your contract

Absolutely useless customer service and tech support. System frequently goes off to the point that I had to remove the sensor and panel from the wall. Leaving holes in my wall where the panel was. The technician failed to get the alarm to stop and since I ripped the panel down because it was driving me nuts. The fire department showed up at my door. If you don't want constant issues avoid this crap organization

If I could give zero stars, I would. The customer service was extremely disappointing, with little to no effort made to actually assist or resolve the issue. It feels like the primary focus is on taking your money rather than supporting customers.

What’s even more frustrating is how disconnected the departments seem to be. Each department operates independently, with little communication or accountability between them, leaving the customer to deal with the consequences. Overall, a very frustrating experience.

Customer service horrible.had aft for over 15 years .renewed and the customer service has gone down drastically.. trying to connect to add the alarm permit number...stayed in line twice over 50 minutes still no follow up. It's horrible and it's only been One month....I am greatly regretting this simple task to take this long...ADT use to be 10/10 for me now 1/10. All this AI and still not able to get things down. Please customer service figure out a better plan for this to be expedited. Thanks Regret coming back

A tech came fix a system adt installed. There were supposed to be no charge. He went into my account and charged my debit card for 65.00. Without my permission. Every time I call they say it going to be refunded. And every time I call they tell me something different. One lie after another. It is stealing, it bad enough I charge an arm and leg for that don't work properly, but stealing

You have my adt account a ll you need is there

I was an ADT customer for 17 years. Tech came to my home. Told me I needed a new system. Gave me his number. Called. No response, mailbox full. Texted him twice, crickets. Searched in vain for a number to call (I haven't been able to access my online account for months). Finally found a number. I was on hold for about 30 minutes, then bounced from one department to another. By then, I'd had enough. I cancelled the service.

Invoices for monitoring arrive like clockwork. Assistance is a Dickensian maze of AI generated phone responses and chat bots. Extremely frustrating and ultimately fruitless exercise.

ADT is the WellsFargo of security systems apparently. We moved to a house with a 20yo security system and signed up with ADT to do a full revamp of the system. New panels, sensors, cameras, etc. 0% financing for 3 years plus monitoring. They are in bed with Google Nest, so all the cameras and smart home stuff are good stuff and it integrates well. However, it took me a few years to really figure it out, shame on me, but they had originated duplicate contracts when I signed up. So, I was paying for monitoring twice, basically. It added up to like $2500 over nearly 3 years! They did refund the money without too much hassle, and I requested to cancel my monitoring service... there's a 60 day wait, of course. So another few months go by and I am still seeing ADT on my CC statement. I call again, and it turns out they only cancelled one of my monitoring contracts (I am sure that was on purpose). So, now I have to wait another 60 days.

Well, 60 days just came up and now my panel makes a beep every 90 seconds, starting at 5AM on Saturday. It says wifi and cellular error, but it's connected to both. They have essentially made it impossible to live with my security system unless I am paying them for monitoring. I hate this company with the burning passion of 1000 suns. This is inshittification, to a tee.

It has been tough at best; if I could go back in time, I would go with Sim....
The package arrived with the wrong sensor. I did not realize the free camera cost $9.99 a month to monitor. I called after receiving the box of equipment from ADT and let them know of the errors; they emailed me a label, and I sent the sensors back. Two weeks later, my bill is still charging me for the monitoring of the sensors I returned and the camera. Ugh. I tried going through their online assistant and became frustrated with the time it was taking, so I made the mistake of calling. I have spoken to four departments and have now been waiting 1:18.
I hope this helps someone

Stay away from this company. I've gotten very unprofessional service from 2 techs and both of their managers. No service and completely ignoring me when I tried to reach out.
Aaron Johnson (AJ), his supervisor Allen, tech Roberto and his supervisor Stephen Pinion. They should all be fired for their complete unprofessionalism!