ADT USA Reviews 4,848

I recently purchased a home (one side of a duplex) in Sept 2025. On Mar 29, 2026, the house next to use caught fire. My Mom was home alone on our side and smelled smoke. She called me to let me know what was happening. Within minutes of the smoke alarms going off the fire depts showed up. ADT attempted to call but since we could not answer they dispatched fire and within minutes they showed up. My Mom is 75, just finished 4 rounds of chemotherapy for cancer. Just a week prior her body was so bad that she took several naps per day but thankfully on this day she was feeling better and was downstairs when the fire happened. Needless to say, I just wanted to than ADT for their live monitoring and dispatching. It literally saved my Mom's life. This was definitely an ADT commercial come to life.

The self-install gear is cheap and breaks easily. They have different customer service and apps for sell install. When you call, since it's self-install, it’s hard to find our account info and get help. They just charged me and now want to bill me for another month after I canceled. I’ll never use this company again because of how they handle cancellations. -Update - if you contact alwaysthere @adt.com, they will call you back right away. I'm not sure if my issues will be fixed but I apricate the quick response.

We bought a house. The previous owner had ADT. So we called to see about getting the service in our name or to get it disconnected. We talked to 6 different people all which had a different story. They ended up sending someone out to disconnect. Then charged us $27 to disconnect a system that wasn't even ours.

This company is the worst recommendation they gave me and I do not recommend it to anyone, it has very bad customer service, and to send you a technician to solve a problem they want to charge you an exaggeration of money, including that many of their sensors and smoke detectors have problems, this company is not recommendable the truth.

System itself works great, no complaints on the equipment or the install. App is easy to use and the response time when our alarm triggered accidentally was actually impressive. But the cancellation policy is where they get you. We tried to switch providers after two years and the early termination fee was steep. Read the contract carefully before you sign. Three stars because the product is solid, but that fee left a bad taste.

I rarely leave reviews, but this experience deserves one.

I initially called ADT because a window sensor kept malfunctioning and we had to repeatedly bypass it. The first technician I worked with was excellent, professional, patient, and very knowledgeable. He even linked into my phone to see the system firsthand and walked me through troubleshooting. At the end of the call, he clearly told me that if the issue returned, I should call back and request a replacement sensor.

A couple of weeks later, the problem came back, exactly as expected.

That’s when the experience completely fell apart.

I called back and was transferred FIVE different times, having to repeat my account information and the entire story over and over again. There was no record of the previous troubleshooting, no continuity between representatives, and no sense of ownership from anyone I spoke with.

What should have been a simple, straightforward warranty replacement took over an hour to resolve.

Let me be clear: this is not an issue with the individual technicians. The first person I worked with was outstanding. The problem is ADT’s system and process. It is inefficient, fragmented, and extremely frustrating for customers.

There is no reason a basic equipment replacement, after prior troubleshooting, should require this level of effort.

ADT needs to seriously improve how their support teams communicate internally and handle repeat customer issues. One great employee cannot make up for a broken process.

"I would give zero stars if I could. After replacing my modem, my ADT panel refuses to connect to the Wi-Fi, even with a dedicated 2.4GHz band. After multiple calls, customer service admitted it’s likely a 'glitch' or an 'old device,' yet they refused to fix it without charging me for a technician visit.
They are fully aware my system is offline and I have no protection, yet they continue to charge me every month. When I tried to cancel, I was told I’m locked into a 3-year contract. It is predatory to charge full price for a non-functional system and then demand more money just to make it work. Avoid ADT if you want a company that actually provides the security you pay for." INSANE...

I am filing this complaint due to ADT’s failure to restore my service despite full payment of my account. My bill has been paid, yet my service remains inactive. Instead of correcting their internal error, ADT has repeatedly threatened to send my account to collections for a balance that does not exist.

I have contacted customer support multiple times, and each representative acknowledges the payment but provides no resolution. This ongoing issue is unacceptable for a company entrusted with home security. I expect immediate correction of my account status, restoration of service, and removal of any erroneous collection threats.

I Am a first time customer with Adt and when I received my quote and had questions because the quote the technician gave me differed from the info I saw on my contract I decided to call adt and a representative Nick was extremely rude and obnoxious..He did not want to listen whatsoever and I asked him to speak to the technician at my house and he was rude to her as well..the only reason I Am trying adt is because the technician, Lauren was kind and went out of her way to help me get situated..

Long time Customer, But will never do business with them again!!!!!!!! Had door camera and 2 cameras on the house as well as door sensors in the house. Wel we sold our house and bought one few miles away, called to switch our service to new location and multiple times told them we want exact plan and set up as previous location. No Problem they said ------- Absolutely they said!!!!!!!!! Well shortly after moving,Job location changed and we had to turn around and sell that house and purchase one closer to employment. Called ADT to start the process of setting up service at New location right after closing the sell of home. They said oh I'm sorry all equipment will have to be moved from the house to the new house........ I said I understand that I will need to pay remainder for the equipment but want to take care of that and set up service for the new location........she said oh I'm sorry your new plan won't allow for that you will need to have equipment moved to the new location!!!!!!! I said first of all we already sold that house and second what NEW plan I was adamant that we wanted the same plan that we had had. She said it all depends on what equipment a pictickulure location has will determine what plan they can offer. What!!!!!!!!!!!! I said how do you change my hole plan without communicating with your customers? I said nevermind!!!!! Cancel my service tell me what I owe so I can be done with your deceptive company. This was at the end of January......... They said well we can't cancel service until mid April ---- I said I don't own that house anymore I don't want service anymore!!!!!! Sorry Sir that's not how we work your service will be done in mid April!!!!!!!!!!!!!!!!!!!! So instead of simply switching services to our new location we find out this shady Company switched our service without our knowledge and then held us hostage for 4 months all while continuing charging our Card monthly!!!!!!!! Shame on them we will never do business with them again and will discourage friends and family to do the same!!!!!!!!

I agree with all of the other negative reviews regarding this so called “top rated” company. They’ve already cancelled two appointments at the last minute after me having to take off work and drive over a hundred miles just for a simple installation. Disgraceful racket like the rest of their competitors.

Calling this company is the most ridiculous and frustrating thing I’ve experienced. Every number you call is the wrong number, not a single representative has the information or the knowledge to support. All they know how to say is call this other number, talk that other department and ultimately nothing gets resolved. After 8 years I am sure there is another company that will appreciate my business and loyalty. Do not get caught on all the BS that sell as they also try to stiff you with hidden charges. Their own installers advise you to go somewhere else, they advise you to choose a DYI system so you don’t get charged extra. Worthless company to do business with…

Aggressive sales reps, stopping by our house, one person a day and continue to come even after we have trespassed them from our property. They have parked in the driveway and left oil spills. They have gotten into verbal arguments with us when we’ve asked them to leave and not park in our driveway corporate seems unable to easily resolve it taking over 20 minutes on the phone to put a note on the account which may dubiously help really bad for ADT’s reputation.

This company is unbelievable! We had ADT installed on the doors of the house in January 2026. Price was decent and after using Xfinity for many years we decided to switch. The system seems to work. Be prepared to have them try to sell you a $400 service plan as well. All those years with Xfinity, I never once had to pay for a service call if I had an issue. I decided not to go with the service plan as I would guess most opt out for that price. So, first off when you try to call for support you are not allowed to talk to a human being. You have to use the AI Bot on the website and be prepared to be repeating yourself over and over until they finally will send you on to a human you can chat with on their website. It would have been so much easier if you could just pick up the phone and tell someone your issue. Nope! This went on for over an hour! The trouble we started having was the front door sensor would go off at different times Mostly the middle of the night) and it would say "front door open". So when they finally sent someone out to look at it, it was determined that the ADT tech who installed the door sensor, didn't line it up correctly and it needed to be moved down and closer to the other sensor on the door. So this was no fault of ours in any way. Not faulty equipment, it was their fault. So the tech tells us that since we didn't buy the $400 service plan we would need to spend $160.00 for him to fix their screw up! Really! I'll fix it myself and I am currently shopping for another security company. Do yourself a favor and stay away from ADT!!!

On March 22nd and 24th of 2026 I called ADT Security Services because I could not get access to the online bill pay. I called ADT to pay my bill for $180.13. I called back five different times on March 27th 2026 from 8:48 pm until 8:57 pm trying to reach someone to no avail. At 8:59 I called back only to be meet with disrespect and harassment by a hispanic ADT representative. I hung up the phone because of how rude and disrespectful he was being towards me. Not even a minute after, he called back from a private number calling me a "B*tch". I responded back 'his mother'.

Before I could hang up, he called me back again at 8:59 pm three different times, laughing every time he called back. This includes when he kept calling at 9:00 pm. At 9:00 pm he called six different times, at 9:01 pm he called back twice.

From 9:03 pm through 9:15 pm I called ADT four times requesting to speak with a supervisor to report that I was being harassed by one of their workers. The representative Lara, refused to allow me to speak with a supervisor. The second time I called, I spoke with Toby. Instead of transferring me to a supervisor like I requested, he transfered me back to Lara who again refused to allow me to speak with one. The fourth time I called, I spoke with a representative named Ariana who refused to allow me to speak to a supervisor.

These are the poeple who are supposed to be helping us by monitoring our homes and safe guarding our personal information. Yet they are some of the most unorthodox, unprofessional, ill-mannered people their are. Why do they hire these types of people?

I have screenshots and recordings of their uncouth behavior.

The company was charging me for an app I never knew about or used along with multiple reps and sups lying to me about sending me an itemized bill. Wasted hours on ADT. Clearly, they do not value customers.

If I could give zero stars I would. We were long time customers of almost 15 years. The price was almost $60 a month. In these economic times, we couldn’t afford it any longer. They made cancellation very challenging. They also have representatives giving you conflicting information. We wanted to speak to a manager and had to wait 30 minutes to speak to him. It was very frustrating and I will never consider working with this company again.
Follow up to this original review: If you notice, all of these negative reviews have an ADT agent apologizing and asking to email them so they can follow up. Just so all users know, I never heard back from anyone when I sent an email. What a waste of time!! Just stay away from the shady company to avoid frustration and stress!

Being charged $3,500.00 for canceling a camera and alarm service package that we spent six months troubleshooting the camera service. ADT doesn't seem to care about it's reputation.

April 7, 2026 response from ADT always on time and when you follow up on ADT response they do nothing. Same regurgitation of concern for the customer with zero follow up. Extremely concerning that our government allows these types of businesses to operate.

I had the system installed about 3 months ago and am very unhappy with the product and service. While I have reached customer service without problems, they did not usually resolve the problem. The equipment has been faulty and we have to pay for service even though it is only weeks/months old. I did not do adequate due diligence and would not recommend ADT for home security as there are better and less expensive options so this expensive result is on me. Don't make the same mistake as me.

Worst customer service i ever received. Everyone has thick accents and I cannot understand them while my house alarm is going off.