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
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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.
Quite possibly one of the worst scamming companies I’ve ever worked with said I had a contract when I didn’t and took $856 out of my account when I never authorized it. Do not do business with this company. They are horrible. I am writing a notice to the Better Business Bureau be buyer beware
Reply from ADT USA2026-08-28
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.
Bought their sales pitch and three times they were BLOCKED resulting in over 100 thousands dollars of farm equipment supplies stolen.
Strongly recommend NOT DOING BUSINESS WITH THIS COMPANY!
Reply from ADT USA2026-08-28
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.
By far the worst service of all. They are not complaint with the subscription cancellation law. After 5 agent chats, 3 phone calls with wait of 30 mins each, issue is not resolved. Switching providers.
Reply from ADT USA2026-08-30
We apologize for the frustration this has caused and take your concerns seriously. Kindly email [email protected] with a copy of your concern along with the service address and telephone number so our team can follow up.
I had ADT for four years only to stay in my contract. I had to purchase the equipment, over a loan of three years, which they didn’t tell me until after it was installed. The installation girl was hours late to our appointment, and it was because she was “doing her hair.” When I finally decided to cancel, I was on hold for over 30 minutes, passed from person to person, and then the last guy I talked to tried to knock down the price at least 5 times. How long does it take to cancel a subscription? Their retention tactics made me more frustrated and more likely to cancel.
Anyway, we got the cancellation done, and I received a confirmation email that it was cancelled, and then TODAY I received a bill for them for my next month of service. Not to mention the spam calls to get me to come back as a customer. This company is a scam.
Reply from ADT USA2026-08-28
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.
Horrible customer service. I think with all these negative comments ADT would at least try to do better. Seems like a lawsuit needs to be brought against this company due to their negligence. My personal information was involved in the data breach in April 2026 which they failed to notify clients until late July 2026. I'm now dealing with identity theft.
Reply from ADT USA2026-08-30
We apologize for the frustration this has caused and take your concerns seriously. Kindly email [email protected] with a copy of your concern along with the service address and telephone number so our team can follow up.
After being a loyal ADT customer for over a decade and investing heavily in their equipment throughout my home, I deeply regret trusting this company. I am leaving this review to strongly warn anyone considering their services: do not hire ADT. I 100% do not recommend them.
My recent experience trying to purchase and install updated Google Nest cameras has completely shattered any remaining trust I had in them. ADT has cancelled five separate installation appointments, showing a callous, reckless disregard for their customers' time and lives.
I personally took two entire days off work to be home for the initial appointments, both of which were cancelled without care. After those initial failures, I escalated the issue to a manager who personally called my local office and booked a Saturday appointment for me. When that Saturday arrived, it was cancelled yet again. The customer service representative's explanation was beyond insulting. My local office reportedly said, "I don't know why she's trying to come on Saturday, because we don't even do this work on Saturday." Management has zero control over local office operations, and the left hand clearly does not know what the right hand is doing.
The final straw was my appointment on Friday, July 24th. After receiving a confirmation the day prior, I called that very morning just to double-check that the technicians were en route. The agent explicitly assured me they were coming, only for someone to call me less than an hour later to cancel on me once again.
To have five appointments cancelled, frequently at the absolute last minute, is not just incompetent; it is predatory toward a customer's time and schedule. ADT operates with zero accountability, abysmal internal communication, and complete apathy toward loyal long-term customers.
Having a home security system requires a foundation of trust. If a company cannot be trusted to show up for an appointment they confirmed an hour prior, they certainly cannot be trusted with the safety and security of your home. Save yourself the stress, wasted paid time off, and frustration—take your business anywhere else.
Reply from ADT USA2026-08-27
Thank you for reaching out to us! We’re sorry to hear about this experience, and we would like to further assist you in getting this resolved. Please reach out to us directly at [email protected]. Please include the address/phone number to the account and a copy of your post.
In the Charleston SC area - it is just awful. I am counting the days until my contract ends. They lied about pricing and it was double what they quoted, they installed a ring camera - I could have done that myself! Then the APP IS AWFUL. If the doorbell rings and I look to see who is there on my App - it just has a circle spinning and spinning. I had BRINKS before I moved here. Cannot wait to go back to them. DO NOT GET ADT
Reply from ADT USA2026-08-27
Thank you for reaching out to us! We’re sorry to hear about this experience, and we would like to further assist you in getting this resolved. Please reach out to us directly at [email protected]. Please include the address/phone number to the account and a copy of your post.
Since I had ADT installed just two months ago, nothing but
Problems. If I could give a zero rating I would. Was never verbally informed of their “travel fee” as I decided not to have a three year contract, I only want a two year contract and the sales person happily changed the contract from 3 year to 2 year. The sales person basically said “ click here and here and here.” My question is what if I could not read was was embarrassed of that?? Customer service basically stated that you should have told them. It’s a mattor of maintaining dignity and not feeling embarrassed. Not to mention, my bill still showed that I owed money after I payed two months in advance. I was told that basically it is their system. What if I was elderly ? Cannot tell you how many times I have to call ADT with issues.
Reply from ADT USA2026-08-27
Thank you for reaching out to us! We’re sorry to hear about this experience, and we would like to further assist you in getting this resolved. Please reach out to us directly at [email protected]. Please include the address/phone number to the account and a copy of your post.
It’s really sad that people normally work with a company like ADT to feel safe. But who protects us from ADT and the scammers that work for them. Had a tech come and fix a sensor and some how I get a 3 year extension on my contract. When I was already wanting to cancel then in 2025.
Reply from ADT USA2026-08-26
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.
I have not had a fully working system since this was installed. After multiple complaints and visit I am now just waiting out the contract so I can find someone else. Between no security system and ADT I choose no security system because at least I wouldn’t be paying $60 a month for nothing.
Reply from ADT USA2026-08-26
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.
Very low tech and relatively high cost with 3-year contracts.
When home security consisted of a door or motion sensor tripping an alarm siren, ADT was a good business. Since I began with them 35 years ago, their technology has been stagnant and the company management has become very sloppy.
A call to an account specialist led to my being left on hold for over an hour. When I finally had someone on the call, I learned that someone had substituted an unknown telephone number as my primary contact number more than ten years ago. No explanation was provided.
I don’t anticipate this company will survive another five years. Agents seem to be resigned to that idea.
Reply from ADT USA2026-08-26
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.
Everything was fine until I tried to cancel. My contract was up July 2026, I called on 6/23/26 to cancel. Spent 30 minutes on the phone with a manager named Mark. He tried to offer me discounts which I politely declined and said I just wanted to cancel. Mark kept asking me things like "well what is your plan in case of a home invasion" and "what would you do if there was a fire" which was very off-putting and left me feeling like Mark was gonna burn my house down. He finally let me cancel. I checked my ADT portal on 7/1/26 and it said my contract end date had changed from 2026 to 2029! I called back and spoke with a nice lady who informed me I had in fact canceled and she wasn't sure why the portal reflected a 2029 end date. Flash forward to today 8/24/26 and I receive an email informing me my payment for 9/12/26 was scheduled, I check my bank account and sure enough I was charged for August as well. Confused I called ADT for a third time and spoke with a very kind man who let me know that he sees my cancellation request from 6/23/26 but that it hasn't' been processed and that he is now processing it and backdating it. Not really sure what Mark's problem is but at this point I would sooner enter a contract with those annoying Vivint people over ADT.
Reply from ADT USA2026-08-24
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.
Long time customer. My system keeps going offline completely. You can’t get ahold of anyone on the phone and trying to schedule an appointment using the online chat will take just as long. 40+ minutes to schedule an appointment. They will show up 2 hours outside of the four hour window. The techs have been out three times for same problem and can’t fix it. Joke of a company.
Reply from ADT USA2026-08-23
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.
When Google Nest stopped supporting an alarm system, I went to ADT. I didn't realize they automatically transferred my account. I never set up the equipment and I saw I had an overdue bill. In November 2025, I called and paid the overdue bill, requested my account be cancelled and my card removed. They advised my account was cancelled but they couldn't remove my card. I called back in December 2025 to confirm, they confirmed my account was cancelled. ADT then billed me from January to July 2026 for an account I cancelled. I have called 6 or more times, waiting on hold for an hour each time, to be refunded the amount they took from me. In August 2026, they finally refunded me and told me my account was definitely cancelled. Now I keep getting phone calls, almost daily, saying I owe them for the amount they refunded me. I called today, 08/20/2026 to complain about the calls and after waiting on hold for 45 minutes, the lady told me I was 30 minutes too late to get assistance and to call back Monday. The amount of wasted time, energy and effort it has taken to rectify ADT's mistake is deplorable. No one knows what they are doing, they all give different answers, and I've been on hold for about 6 hours over this nonsense.
Reply from ADT USA2026-08-21
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.
Appears to be a scam.
They have been charging me for months while no services have been active and I explicitly cancelled when my contract ended.
Customer support just disconnects when you bring up this issue.
Reply from ADT USA2026-08-21
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.
ADT is a disgrace! It's too big, too arrogant and too expensive! I've just had to get an upgrade of system for $2500 because they've ended the Pulse system, and I've had nothing but trouble! One camera was delivered broken and I've been told I have to wait over a week for a new one. My sensor delays are all wrong, and despite reading that I can control everything from the panel, it turns out I can control NOTHING! I spent three hours with virtual assistants and off shore call centers, and no one seems to have solutions. I'm tired and fed up! And it's all cost so much!!!!
Reply from ADT USA2026-08-23
We apologize for the frustration this has caused and take your concerns seriously. Kindly email [email protected] with a copy of your concern along with the service address and telephone number so our team can follow up.
Horrible customer support and disappointing equipment
If I could give zero stars, I would. ADT sold us on a top-tier security system, but the cameras have been a constant headache. They frequently freeze, fail to record motion, and require constant reboots. When you call customer service to get tech support or replace faulty equipment, you are passed around from representative to representative or left on hold forever. They locked us into a contract for equipment that barely functions. Avoid ADT if you want reliable video monitoring.
Do not trust ADT under any circumstances. My experience has been a total nightmare defined by endless billing scams and utterly incompetent customer service. The technicians they send are rude, unprofessional, and lack basic technical knowledge. I feel entirely misled and fleeced by their deceptive practices. Stay far away from this company to avoid losing your money and sanity.
Reply from ADT USA2026-08-23
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.
I am extremely frustrated with ADT's terrible customer service. Trying to get a hold of a human being is a total nightmare.I spent over 30 minutes waiting on hold, listening to repetitive music, just to speak with someone about my account. When a representative finally answered, the call was abruptly cut off from their end before I could even explain my issue. No one bothered to call me back, meaning I have to start the entire painful process all over again.For a company that charges premium prices for "security and peace of mind," their support is completely unreliable. My time was entirely wasted. If you value good customer service and don't want to sit on hold for hours just to be hung up on, look elsewhere.Pros: None right now.Cons: Awful wait times, unhelpful support, dropped calls.
Reply from ADT USA2026-08-20
Thank you for reaching out to us! We’re sorry to hear about this experience, and we would like to further assist you in getting this resolved. Please reach out to us directly at [email protected]. Please include the address/phone number to the account and a copy of your post.
Thank you for reaching out to us! We’re sorry to hear about this experience, and we would like to further assist you in getting this resolved. Please reach out to us directly at [email protected]. Please include the address/phone number to the account and a copy of your post.
If I could give a zero, I would! Horrible, I was doing a simple transfer of service and this location has failed. The install started on June 13, 2026 and is still not completed. I built a new home, with smart home features, same builder and same home as last. I have no service, no brain on my wall, no alarm, however, I am still getting billed. Six service calls and at least ten hours on the phone. This location should be shut down.
Reply from ADT USA2026-08-20
Thank you for reaching out to us! We’re sorry to hear about this experience, and we would like to further assist you in getting this resolved. Please reach out to us directly at [email protected]. Please include the address/phone number to the account and a copy of your post.
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