I was an ADT customer for over six… I was an ADT customer for over six years. The service was passable until I moved from Georgia to Texas. I contacted ADT to transfer my service, expecting a straightforward process. The agent seemed eager to assist and even offered a free system for my new home. However, a supposed $5 fee turned into a $250 charge. When I attempted to rectify this, I faced a marathon of over 14 calls and 6 hours, speaking with multiple agents, some of whom were rude and condescending. Despite promises of assistance, I was repeatedly put on hold (longest wait was 50 mins), shuffled between departments, and required to reverify my identity and explain the situation each time, all without resolution. I was told I would receive a call back, which never came. Two days later, I contacted them again, only to be told I had to return the "free" system before any refund would be processed. They claimed it would take 7 to 10 days to refund my money after returning the system, which was frustrating given the immediate nature of the original charge. Then, “we will send you a new system and re-setup your account”. This made no sense. Ultimately, I decided to sever ties with ADT and requested a cancellation of my service. They informed me that cancellation would take 30 days during which I was billed for another month. Despite assurances of cancellation, I had to follow up again after being notified of a failed security check on my system (duh, it doesn’t exist anymore) and being charged another monthly fee. They finally confirmed my account was closed and refunded the last monthly payment, though not immediately. This experience showed me ADT's inefficiency and poor customer handling, especially in rectifying their own errors. Their process seems designed to discourage problem resolution, leaving me to question their efficacy in actual security situations. I will not be using ADT again and advise others to consider their customer service track record when choosing a security service. Update: they replied below asking me to take yet another step to fix their error. They clearly don’t understand customer service. There is no fixing it at this point. ADT had a ton of opportunity to fix my issue. Considering that all you find online about their customer service are complaints, they should be proactive in handling these issues. Maybe fire whomever runs their customer experience division. Start there.

Faulty equipment Been having issues with faulty equipment since January. It's been issues with faulty window sensors and now a faulty ring door bell cam. Customer service just think you have all day when you secdule a appointment and they don't up hold there appointment time.

Made monthly payments on time and I… Made monthly payments on time and I refused to sign up for auto pay. I told ADT that I wanted to pay my account monthly and that I was not going to give them access to checking account. ADT started making harassing phone calls and so I cancelled my contract with them and told them to come and get their equipment. ADT then charged me $3,000.00 for cancelling my contract. Outrages. I will never do business again with ADT.

Can't spend hours on phone Had 2 window sensors triggering tamper alerts, or just going off inappropriately over several months. Police called once. Talked to support, set up virtual tech appt (won't send to house anymore, I guess). Virtual tech quickly agreed the sensors seemed faulty, ordered replacements and set up future appt to install and register in system. Helped me remove faulty sensors from system (unregistered them). Box arrives with just one sensor. Tried online chat, who couldn't help, gave me phone number to call, transferred 4 times, finally someone seemed to understand and ordered missing sensor. Box arrives with install kit, no sensor!! Another round of calls, got cut off once, second agent did not understand me at all, tried to help me troubleshoot, despite my telling him I've already had virtual tech appointment, etc. I had to hang up on him, he never got it at all. Now I have a future virtual tech appointment to install and register my one new wireless window sensor in my system, I'm hoping the virtual tech can order the missing sensor, then I'll have to have another virtual appointment to get it registered as well. I've already spent 60 min on the phone just trying to get the missing sensor. Not eager to try again. When I purchased system 19 years ago, promised in house service (which would have solved this in about 30 min weeks ago), but despite increasing fees, I guess that's no longer the policy. It sucks.

This company is absolutely horrible… This company is absolutely horrible never sign up with them. Their service is impossible to cancel. The phone agents openly lie about their ability to cancel things and claim they need to send you to another department. Then they basically hope you will give up after a couple hours on hold. Their price has increased steadily for the past several years and it is flat out not worth it anymore. When exploring security companies overlook this one and go another you will be doing yourself a bit favor.