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December 2025 by Brian
Terrible
Read your contract carefully!!!
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July 2025 by Kimberly D
Josh West you are a crook! I was told I would have no service fee when the technician Darin Tlach came to fix my camera. When the service was finished he told me his ipad crashed and he sat in my driveway in his van for about 15 mins. Come to find out he ILLEGALLY signed my name in the invoice saying that I authorized the charge. I DID NOT. What you did is immoral and illegal and I will be seeking legal action if my money is not returned.
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May 2025 by Robin Owens
I never received a call when my glass break notification sounded three times on two separate occasions. My system was unplugged for over 24 hour and an automated system call to confirm my safety. I never received a call from a live rep to ensure I was not in danger. I decided to cancel and go with another company ! I am very disappointed!
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April 2025 by Austin Gregory
I recently sold my home and like many other folks, I have had billing issues since the home was sold. I was told by two different ADT customer service employees that I would not owe any money on my account if I could get the new home owner to take over the contract.
The new home owner took over the contract and was willing to pay the remaining equipment costs and pick up that monthly contract.
Two weeks after closing on the house, ADT charged me $1500 and said that I still owe on the equipment even though they assured me that I would not owe anything else since the new home owner is taking over the account.
I gave ADT a new customer and would have 100% been a lifelong customer myself, but I will never use this company again. The customer service agents were incredibly rude, unhelpful and barely spoke English even after the call was elevated to multiple supervisors. Another example of a typical greedy, profit hungry, corporate America company.
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March 2025 by Chris Anderson
I purchased an ADT home security system back in June of 2020. At the time the sales person stated that the contract for the parts (cameras and monitoring) would be for 36 months. After several months I am still paying for this charge even after the 36 months have expired I called today to see why this is still occurring and they said the last payment is due this upcoming June.
If that was the only issue then I would not be as disappointed. But unfortunately, the performance of this system is not up to par of its competition. For one I am paying a much higher rate per camera and the monitoring service has not even been going on the past few months. I was not even notified until I check and saw that none of my recordings were available. Nor was my live action feed from the cameras available. When I called and asked they said each camera has to be reset. However, when I originally was told about the product I was told all changes could be made from the control panel and the cameras could remotely be reset.
This obviously has not occurred and for the past several.months I have been paying for a service that has not been performed by the company. They said oh we could send a technician out but it will cost 200 dollars plus whatever time they spend there. This is absolutely ridiculous and I request to have a refund of some kind for the months paid where the monitoring service has not been provided. I would also caution anyone thinking about purchasing ADT services to look elsewhere they are no longer the way the were before the pandemic.
One would think they would send someone out yearly to check on their equipment and see if any modifications were needed as part of their monitoring service like they used to do. Now they seem fine just collecting money and not helping paying a large amount of customer service agents that are not helpful instead of the money going towards keeping and retaining monitoring experts and technicians
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February 2025 by Tyler Williams
DISGUSTING BUSINESS PRACTICES
After paying my monthly bill on time every month, they Randomly sent me a letter that lied and said they had contacted me by phone, by text, my email, and paper mail. That there was a missed equipment payment of $145 from April of 2024 (11 MONTHS AGO!). They said they did an audit of their books and found missed payment. They also gave me one week to pay or they would persue legal action, send to collection or close my account all together.
After contacting the real ADT, not just an authorized dealer, they said that was not true and they would look into it. They require a 3 year agreement and you cant cancel unless you pay 75% of the reamining contract. DONT DO IT! There are tons of other alarm companies in Richmond- Support small business and stay away from Secure24Alarms
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November 2024 by Kate Hampton
Unacceptable Customer Service Experience with ADT! ?
Dear @ADT,
I am extremely disappointed with the service we’ve received from your company. Initially, while trying to win our business, you were prompt, attentive, and communicative. But, it seems like everything changed once our contract was inked and our deposit was made.
Here’s what happened:
1️⃣ The technician who came for the installation didn’t discuss window sensors or even review how to operate the keypad. As newbies to alarms, we relied on your expertise to guide us, understanding that we "don’t know what we don’t know."
2️⃣ After complaining, a supervisor showed up, promising to do everything we needed but quoting a whopping $857! If the first tech had done their job, the cost would’ve been around $400. How is this even fair?
3️⃣ We expressed our dissatisfaction and disappointment multiple times. The supervisor called his supervisor, yet NOTHING was resolved. It’s like our concerns fell on deaf ears.
4️⃣ To top it off, it’s been over 10 days since I tried contacting our “white glove” concierge, Ernest. No response, no assistance. Just silence.
ADT, this is not the service we signed up for. It’s not just about the money, it’s the trust and commitment you promised but failed to deliver. Please, make this right. We deserve better.
– A very unhappy customer
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August 2024 by Alisha Moore
The tech was very rude cursed me out in front of my daughter and lied and said he was at my home for two hours he was only there 15 mins
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May 2024 by Brandy Elliott
Just like others on here… it’s no issue someone coming to your door to set up and sell you on ADT but it’s IMPOSSIBLE to have a tech come back out to fix something. I had the service for about 3 months before it stopped working and you guessed it! We are still being billed an entire year later with no help even trying to cancel…. a letter, a single letter is a password you need to get into your account and even then it’s worthless. So I’ve been billed for a year without any service and ZERO help. Oh except if you miss a payment, they definitely reach out for that. I just want out.
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January 2024 by Alex Kopp
Apparently you are given a "passphrase" that cannot be a pin number or password that is required for any account changes. There is no way to get that passphrase if it is lost. I now have a broken system at my tenants with absolutely no way to access the system since the disabled the old app and signed me out.
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November 2023 by Christian Nulty
Their door to door sales people are rude, arrogant, and unprofessional.
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November 2023 by Mark M.
Worst customer service ever... It was a different story every time I called. At first I thought it was the old run-around, but it soon became apparent that they were lying to me. The technology may be fine, but I don't trust this company.
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August 2023 by Yashauna Y.
To start, if zero stars were an option, that's what they would receive. After 8 years of declining quality, I decided to cancel my service. For the past 3 years, the "alarm" has served as a door open/closed notification and has done NOTHING to provide my family security. I called to cancel and have sat on hold for 135 minutes, 65 minutes, and now 35 minutes with no resolve. I have been passed between 6 different agents and if this isn't indicative of the lack of professionalism, quality service, abs customer support, I don't know what else to tell you! DON'T WAIT ANOTHER MINUTE--CANCEL NOW!
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July 2023 by Daejon Dickens
Absolutely horrible, I switched from xfinity to Verizon and they don't even have the simple ability to hook the cameras up to the new router so they send me to a third party provider who wants to charge $85 to just hook it up to a router this is very scamish and should not have required a technician. Not to mention adt told me it was a $59 fee for this third party that would be waived only for the company to tell me adt is sadly mistaken I'm over this clown company
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May 2023 by Kay G.
I would select a 0 stars but that's not an option. Worst customer service I have ever felt with. I moved. I tried to transfer my account to the new place was told it wouldn't be an issue. Had with drawl from my account for $1200+ so called to say what the heck. After being on the phone for 1.5 hours was told that was just a normal charge with moving one place was canceled and another started that money will be returned after 30 days. I thought weird but ok. Then I got a bill about 1.5 weeks later for $3200+. Long long story short I called x5 with on a month. Asked for a sup/manager was told they would call me back in 48 hours a week later no call so called in for the 6th time was told unfortunately since you canceled your old account more than 30 days(I moved march 31 this call was May 3rd) that there was nothing that could be done. And that the $4000+ was not refundable. They are a horrible fraudulent company in my opinion. Go somewhere else!!!!!!!UPDATE: responded to email provided by the company had quick responses but issue still not resolved. It wasn't my doing they canceled my account when I moved I didn't why do I have to pay $3200+ fees for cancellation when I DID BOT CANCEL! I'm not surprised by the continued poor customer service. Next stop is reporting to BBB. AGAIN GO SOMEWHERE ELSE FOR YOUR SECURITY!
