ADT is a leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States and Canada. ADT's broad and pioneering set of products and services, including ADT Pulse interactive home and business solutions, and home health services, meet a range of customer needs for today’s active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT helps provide peace of mind to more than six million customers, and employs approximately 16,000 people at 200 locations. More information is available at www.adt.com
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Is ADT USA legit?
ADT USA (adt.com) has a 1.1 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Home Services and its reputation is poor. 93% of reviews are 1 star, a relatively high share; The business has replied to 99% of negative reviews; Reviews mostly discuss Customer service, Product, Price. Last updated 2026-09-03.
What reviewers say
AI generated
Most reviewers were let down by their experience overall. Consumers frequently struggle with terrible customer service, enduring extremely long hold times and unhelpful support representatives who consistently fail to resolve customer issues. Reviewers often mention faulty equipment, unexpected price hikes, and continuous system errors that make the home security system completely unreliable for daily use. Many users feel trapped in expensive long-term agreements while dealing with frequent false alarms, abruptly dropped calls, and completely unresponsive monitoring teams.
The minority of people were satisfied with individual professional technicians who provided helpful assistance, answered questions thoroughly, and supported long-term customer relationships.
Auto-generated from all reviews of this business. For reference only.
After having the service for 29 years, I needed the wires removed as they were coming up from the carpet. They told me it would costs 1500 for a new system. I can't tell you all issues I have had with them over the years. I asked for a manager to get back to me. I was told someone was call me back and it has been 4 days, still no call. Also notice they charged my credit card for work not done. Stay away from this horrible company. I cancelled. They don't care they lost a customer.
Unjust Enrichment: bill for failing to provide services
As I called ADT during August, prior to the expiration of the contract (August 21, 2026), the Customer Service/Salesman offers me options to continue the service with a new system. Note, ADT is aware that my system has not been operational since April 1, 2026 (last 5 months), but ADT partially charged for July and August. When I informed him that I made a decision to discontinue their service when the contract end (August 21, 2026), he (ADT) cancelled the service immediately. First, I would have to be STUPID to renew service with a company that can not resolve the existing problem. Second, billing for services that one has not provided services, is legally called Unjust Enrichment.
Reply from ADT USA2026-09-02
We're so very sorry to learn of the troublesome experience you've had as an ADT family member. May we please ask you to email our team at [email protected] with a copy of your concern, along with the full address/telephone number of the services.
Oh man… The cameras and system are okay. Customer service? Horrible. Took me 5 different phone calls to get my service canceled. When I did, they told me I still keep my service for 30 days!!! I moved and had access to SOMEONE ELSES HOME SECURITY SYSTEM FOR 30 days!!!
Ridiculous. Then, they have the balls to try and charge me for the additional 30 days after taking up 2 hours of my time dealing with their incompetencies?? Request a manager call me back multiple times and never got a call.
Horrible and will NEVER recommend or use them again
Reply from ADT USA2026-09-02
We're genuinely sorry to hear about your unpleasant experience. This is not the level of service we aspire to offer, and we want you to know that we are committed to using this feedback to make meaningful improvements. Can you email us at [email protected] with your name and address, along with a copy of your post? We would love to help you resolve this.
Please explain how you charge a fee to check equipment that belongs to your company, you had a 83yr old. Get on the ladder to check the system and showed that no battery issue and it was determined that it in the system, rep comes to house before checking anything say and state 184 labor and 59,99 fee crazy for what , to treat seniors this way is beyond in humane,. ADT this is disappointing to say the least. Horrible for a 20yr client.
Reply from ADT USA2026-09-02
Our sincere apologies for the disheartening experience you've had as a valued ADT family member. Our team would be happy to review this further to assist. Please email [email protected] with a copy of your post. Please also include the phone number and address associated with the service. Thank you.
**Extremely Disappointed with ADT – Misleading Information and a Huge Waste of Time**
I am extremely disappointed with my experience with ADT and the way my billing issue has been handled.
Before my installation, I spoke with **two different ADT agents**, and both confirmed the same pricing: **$10.59 per month for the equipment and $40.49 per month for monitoring**. Based on that information, I understood that I would be paying the equipment financing monthly over the 24-month term.
When the technician came to install the equipment, I decided that I wanted to pay a portion upfront. The technician ended up charging me **$635.65 upfront for the equipment**, which was already processed. He then told me that I would still pay the **$40.49 monthly monitoring fee**.
After doing the math, I realized that I would effectively be paying **$381.49 more over the 24-month period** than what I was originally told I would pay under the monthly equipment financing arrangement. When I contacted ADT to resolve the discrepancy, I was told that because I had already paid for the equipment in full upfront, I was no longer eligible for the discounted monthly financing rate.
This has been an absolute nightmare. I have spent **the past three weeks calling ADT more than 10 times**, explaining the same situation over and over again to different representatives. Each time, I had to start from the beginning and repeat everything.
During my last call, the representative told me that the **local branch would contact me** to resolve the issue, potentially by providing a credit or refund. I waited, but **no one ever contacted me**. Today, I had to call ADT again myself, only to be told essentially the same thing—that because I had already paid the equipment upfront, there was nothing they could do.
After three weeks of calls and countless hours of my time, the "resolution" was a **one-time $40.49 credit**, which is simply one month of monitoring. I was also offered a free smoke detector or key fob, neither of which I need or asked for. I declined and asked if they could provide additional credit toward my bill instead. I was told they couldn't do anything further and that I would have to **call back next month to ask for another credit**.
Why should I have to keep calling every month to receive credits to resolve a problem that was caused by inconsistent information from ADT in the first place?
This has been incredibly frustrating and disappointing. The amount of money is one issue, but the bigger issue is the **lack of accountability, poor communication, and the amount of time ADT has wasted** trying to get this resolved.
I relied on the information provided by ADT representatives when making my decision. If two different agents confirmed the same monthly pricing, customers should be able to trust that information. Instead, after the payment was processed, I was essentially told that there was nothing ADT could do.
**I will absolutely not be renewing with ADT after my 24-month term, and I will never use ADT again.** There are plenty of other home security companies out there, and customer service like this is not worth the hassle.
**Very disappointing experience. I would strongly recommend getting everything in writing and carefully reviewing the payment structure before committing to ADT.**
Reply from ADT USA2026-09-02
Thank you for reaching out to us! We’re sorry to hear about this experience, and we would like to assist you further in resolving it. Please reach out to us directly at [email protected]. Please include the address/phone number of the account and a copy of your post.
We're so very sorry to learn of the troublesome experience you've had as an ADT family member. May we please ask you to email our team at [email protected] with a copy of your concern along with the full address/telephone number of the services.
Got charged $1,200 for a system when i moved homes. I was told they wouldn't charge me anything to move homes. I even offered to bring my equipment with me and they said don;t worry about it, the new equipment doesn't cost anything because you are still paying for services. Beware of what they are charging you before you sign anything.
Reply from ADT USA2026-09-01
We're so very sorry to learn of the troublesome experience you've had as an ADT family member. May we please ask you to email our team at [email protected] with a copy of your concern along with the full address/telephone number of the services.
Should really be a zero star option. Please run from these people. Straight up scam. I got there service which everything they told me on the phone was a lie, said I got all this free stuff for having state farm home insurance. When they came to install the technician said absolutely not. He tried to hook up the cameras and couldn't get them to work so he told me to order other stuff. Never came back to fix it but wanted me to keep paying for it. After about 100 phone calls I told them I was not paying for something that doesn't work come back and fix it. Instead they sent me to dept collection.
Reply from ADT USA2026-09-01
We're so very sorry to learn of the troublesome experience you've had as an ADT family member. May we please ask you to email our team at [email protected] with a copy of your concern along with the full address/telephone number of the services.
I am writing to formally submit feedback regarding a recent customer service experience that began with severe frustration but ended in an exceptional outcome, entirely due to the efforts of Account Manager Sharon H.
I recently noticed an unexpected repair charge on my bank account for an ADT service visit. Not only was this charge applied without prior notice, but the cost of the replacement equipment was also noticeably higher than standard market value. As a loyal customer of over six years with multiple active accounts, I was extremely disappointed. I contacted the billing department to address the charge. The billing representative offered a partial refund, but because it was the maximum amount within their authority, it did not fully address the breakdown in trust or the financial discrepancy. Consequently, I accepted the initial partial refund to reconcile with my bank and requested an immediate transfer to account management to terminate all of my ADT services.
Upon transfer, I was connected with Account Manager Ms. Sharon H. After verifying my account details, I explained the situation, my frustration with the pricing and communication, and my firm decision to switch to a competitor.
Ms. Sharon listened to my concerns with genuine empathy, patience, and a calm, reassuring demeanor. Rather than dismissing my frustration, she took the time to discuss the comparative advantages of ADT’s long-standing industry presence while acknowledging that customer trust was the core issue at hand. To resolve the situation, she went well above and beyond expectations:
Additional Financial Reconciliation: She granted a second refund on top of the initial partial refund from the billing department to ensure the pricing issue was fully corrected.
Service Discounts: To demonstrate ADT’s commitment to keeping my business, she applied both a temporary discount rate and a long-term rate reduction across my account.
When assessing any business, I judge leadership and brand quality by how effectively they resolve customer dissatisfaction. Ms. Sharon H. turned what began as a 1 out of 10 experience into a 10+ resolution. Her professionalism, strategic problem-solving, and communication skills successfully restored my trust in ADT and earned my continued loyalty. She is an invaluable asset to your organization, and her performance today truly warrants recognition and advancement.
Thank you, Ms. Sharon, for your privilege of assistance today. I wish you all the best in your career.
Reply from ADT USA2026-09-01
Thank you so much for being a valued member of our ADT family. We're truly grateful for your kind words and the time you've taken to share your positive experience. Your support means the world to us, and we’re so glad to have you with us.
As others have found, cancelling service is made as difficult as possible, to say the least. 30 days notice is required, for no obvious reason, and the alternative to paying for one further month plus your cancellation fee is to continue paying at a reduced rate until the contract ends. And then you have to phone again to actually cancel. All of this, despite the fact that my system has failed for a second time--battery failure--and would require a paid technician's visit to make it function. This company should absolutely be avoided.
Reply from ADT USA2026-09-02
We're so very sorry to hear of the disheartening experience you've had as a valued ADT family member. If our team can assist with your concerns, please email us at [email protected], including a reference to your issues and the service address/telephone number.
⭐ 1 Star – Extremely Disappointing ADT+ Experience
Unfortunately, my experience with ADT+ has been extremely disappointing. I had the service for less than one month, yet I was charged an $854 early termination fee.
The initial installation took place at the end of July 2026. The technician installed an alarm keypad and one motion camera; however, the additional security cameras were never installed because they were determined to be incompatible with our existing Wi-Fi system. The complete system I expected was never successfully installed.
ADT should clearly inform customers before signing a service contract about the Wi-Fi requirements and compatibility of its security cameras. Compatibility should be determined before equipment is sold and a customer is placed under contract—not after installation has already begun.
Technicians came to our home more than three times attempting to address the issues, but the complete system was still never installed.
I was also told by the technician that I had three months to cancel the service. When I later contacted ADT Customer Service, I was informed that the cancellation period was actually only three days. I relied on the information provided by the technician, making this discrepancy particularly concerning.
I have contacted ADT more than six times trying to resolve this matter. I was repeatedly transferred from one customer-service representative or department to another and placed on hold for up to 30 minutes at a time.
After having ADT+ for less than one month, dealing with an incomplete installation, multiple technician visits, incompatible cameras, and numerous customer-service calls, I was still charged an $854 early termination fee.
I am requesting a full refund of the $854 termination fee. I do not believe it is reasonable to charge such a substantial termination fee under these circumstances, particularly when the complete system was never successfully installed and the service was active for less than a month.
I expected professional installation, accurate information, and responsive customer service from ADT. Unfortunately, that was not my experience.
I hope ADT takes this matter seriously, refunds the $854 fee, and improves how equipment compatibility and cancellation terms are communicated to customers.
Based on my experience, I cannot recommend ADT+.
Reply from ADT USA2026-09-02
Our sincere apologies for the disheartening experience you've had as a valued ADT family member. Our team would be happy to review this further to assist. Please email [email protected] with a copy of your post. Please also include the phone number and address associated with the service. Thank you.
Want to cancel? You have a better chance getting on the Swift/Kelce Christmas card list.
Reply from ADT USA2026-09-02
Thank you for reaching out to us! We’re sorry to hear about this experience, and we would like to assist you further in resolving it. Please reach out to us directly at [email protected]. Please include the address/phone number of the account and a copy of your post.
Run away from ADT. Their app is awful. They have been overcharging me, and I cannot get the correct department on the phone to fix it. Equipment does not work. Why isn't there a class action suit against them????
Every person I speak with tells me a different story. I have scheduled for tech to come out, the tech says opposite of what I am told on the phone. I have beem told "you will receive a call" and even given an appointment time for the call. The wrong department (who cannot help me or transfer me) calls back.
All I want at this point is for them to get their horrible Google equipment outnof my home and out of the contract, including the doorbell they say cannot be replaced under warranty because it is broken.
Reply from ADT USA2026-08-31
Hello. Thank you for the review, and we are terribly sorry for these experiences. Please feel free to email us at [email protected] with further details and the phone number/ address for where the services are located, so we can review further to assist.
Terrible customer service. Smart thermostat went out in 95 degree weather and it took a whole day to set up a phone appointment, couldn’t even get an actual visit.
Then the time of the appointment rolls around and they call ALMOST FOUR HOURS LATE! When they do, they claim that my wife said she was NOT my wife and that she wasn’t on the account. I had told them a day ago about all this and it took three calls just to get her number added to the ticket.
In short, terrible customer service, blatant lies. I am immediately cancelling first chance I get (because they don’t open until Monday go figure). This company sucks and is just draining your money for nothing.
Reply from ADT USA2026-08-31
Hello. Thank you for the review, and we are terribly sorry for these experiences. Please feel free to email us at [email protected] with further details and the phone number/ address for where the services are located, so we can review further to assist.
Incredibly Disappointed With Cancellation Experience
I decided to cancel my ADT service after being a customer for 14 years. Finally realized that the service I was receiving could be a higher quality at a cheaper price. Little did I know the hassle to try and cancel. First, you cannot cancel on line so I was forced to call. After staying on hold for a very long time, I was finally connected and told the rep that I wanted to cancel the service immediately. Found out you can't cancel immediately, you need to give them 30 days notice - WHY? I clearly stated that I did not want to stay with them, but I still was subjected to a cascade of offers that lowered the price. I can't tell you how many, "no thank you" I had to state. I then asked if there would be any other charges. I was told that my bill was already paid. Very surprised to get in the mail a bill for service from Sept. 19 to Sept. 30 when I told them on August 20th, I no longer wanted their service. Yes, I will pay the bill just to be rid of them. I will also make sure that anyone who asks for advice on a system will be told in no uncertain terms to steer clear of ADT.
Reply from ADT USA2026-08-31
Hello. Thank you for the review, and we are terribly sorry for these experiences. Please feel free to email us at [email protected] with further details and the phone number/ address for where the services are located, so we can review further to assist.
ADT came out to address an issue with my doorbell camera. They did not quote me the possible additional charges. when the tech corrected the Wi-Fi issue he told me the $209 charge will be added on to my ADT account but it wasn't. the next day it was deducted from my checking account which they pull the info from where we pay online because we pay a monthly bill no automatic deduction!! I was extremely upset and angry and then my husband spoke to a tech named Carlos who said the charges would be waived and we will be refunded our money but we were not! Instead they're holding our money to pay our monthly bill for the next 2 months plus!! Well I want my money back in my account now!!I am very angry and disappointed at the way this was handled and I will be moving my security service as soon as possible!! Be very cautious of ADT!! do not trust them!! Geneva R
Reply from ADT USA2026-09-01
We're so very sorry to learn of the troublesome experience you've had as an ADT family member. May we please ask you to email our team at [email protected] with a copy of your concern along with the full address/telephone number of the services.
ABsolutley horrible cusstomer service expereience. New system installed August 18th. Technician tied into phone system but forgot to reconnect the main line. No phone service for two days. Had to hire local phone company to diagnose the problem. Trying to have ADT reimburse me for the bill is a joke. So far over 1.5 hours on hold and told a specific time for a call back and still no call. Would not recommend and I have been with them 14 years.
Reply from ADT USA2026-09-01
We're so very sorry to learn of the troublesome experience you've had as an ADT family member. May we please ask you to email our team at [email protected] with a copy of your concern along with the full address/telephone number of the services.
If I could give zero stars, I would. They are the absolute worst. I was locked in to a three year contract that I no longer needed due to an unexpected and life altering move due to a death in the family. They were unwavering in their exorbitant cancellation fee despite the circumstances and forced me to transfer the account to a new address (where I did not need their services). From there, it was a nightmare of getting the account transferred, new equipment “set up” and literal hours of frustrating customer service calls to take care of basic information, miscommunication, and cancellation of the fee. I can’t wait until I can cancel service with this horrible company and be done with them. I would not wish this experience on an enemy - and would recommend to avoid them at all costs and DO NOT SIGN A CONTRACT. I was warned before I signed up with them and I wish I would have listened.
Reply from ADT USA2026-09-01
We're so very sorry to learn of the troublesome experience you've had as an ADT family member. May we please ask you to email our team at [email protected] with a copy of your concern along with the full address/telephone number of the services.
Had a guy from ADT come by today, August 30, 2026. I informed him that I wasn't interested. I then said I wouldn't use ADT anyway since I use other options. I said, 'Thank you for stopping by, though,' and reached out to shake his hand. He turned and walked away. I thought maybe he didn't see it, but then he said, 'If you're not interested in ADT, I'm not interested in shaking your hand.' I couldn't believe it. I've never been so disrespected by a salesman. If these are the people ADT is using to sell their products, they must not want to sell much.
Reply from ADT USA2026-08-30
Your feedback is important to us, and we regret any inconvenience you’ve experienced. To better assist, please email [email protected] with your concern and the full address and phone number tied to the service.
This has to be the world’s worst company. From telling me in April that I had to wait until August to cancel service only to find out in August that I had been out of contract for the past seven months, to a faulty smoke detector that went off repeatedly and finally called the fire department while I was in the hospital with no follow-up from the company, the litany goes on and on. I can’t add more than the other writers to the tales of woe. Finally I was successful it getting them to agree to cancel service. I can’t wait to start receiving spam calls begging me to reconsider. Not to mention the utterly stupid AI generated thank you. Seems to me that if ADT really cared about customer service someone would take our comments to heart and do something about the problem. After more than 14 years of loyalty I think I deserve at least that.
Reply from ADT USA2026-08-30
Thank you for sharing your feedback. We regret to learn of your experience and would like the opportunity to review this further. Please contact us at [email protected] and include your full address and phone number associated with the account.
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