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.
I believe I was misled by ADT during both the sales and cancellation processes. The initial pricing presented to me by the sales representative did not accurately reflect the actual cost of the service. When the technician arrived at my home, I was rushed through the paperwork and pressured to sign the contract without being given a reasonable amount of time to carefully review and understand the terms and conditions.
Later, due to a significant life-changing event, I made the decision to cancel my ADT service. When I contacted ADT regarding cancellation, I explained my circumstances and was informed that my contract could be voided if I provided the appropriate supporting documentation. ADT agreed to allow me to submit documentation for this purpose and provided me with a specific link through which I was instructed to submit the required documents.
I followed ADT’s instructions and submitted the requested documentation in good faith. Had ADT not agreed to review my circumstances and provided me with the link to submit the documentation, I would not have gone through that process. However, after I submitted the documentation as instructed, ADT ultimately denied my request to void the contract. This was particularly frustrating because I had relied on ADT’s representation that the documentation could be used to support and potentially resolve my cancellation request.
Despite the denial, I continued making monthly payments toward the account to the best of my ability while attempting to resolve the matter. Rather than working with me to reach a reasonable resolution, ADT ultimately referred the remaining balance to a third-party collection agency.
I made repeated good-faith efforts to address the situation, followed the instructions provided directly by ADT, submitted the documentation they requested, and continued making payments that I could afford. Despite these efforts, the matter was still escalated to collections. Based on my experience, I feel that ADT’s sales practices, handling of the cancellation process, and subsequent treatment of my account were unfair and misleading. I would strongly encourage potential customers to carefully review all contract terms and pricing before signing and to obtain any promises or representations made by ADT in writing.
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.
SAVE YOURSELF, IT'S NOT WORTH YOUR SANITY!! I've been fighting with ADT for almost a year due to them installing cameras that did not have the capabilities sold. They refused to disconnect the service unless I paid a $800+ termination fee. Then they agreed to replace the cameras with one's that do have the capability only to install it wrong so it got water in it and the other camera constantly records the leg of my gazebo as a person so I get alerts all day. Now, they want to charge me to have a tech come out to fix it. I miss my previous service so bad!!! Do NOT do it!!!!
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.
Be sure if you sign up you can stay enrolled for the entire term of the agreement. I had to move within about a year of signing up, and they wanted to charge me full price for the "rest of the term" (which is 36 months, btw). They will give you a new system for your new house (who needs an ADT system in a secure condo building?!?) but that was about $700 less than cancelling outright. The installation was a huge upsale experience also, so this is a joke.
Reply from ADT USA2026-08-19
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.
DO NOT SIGN UP WITH ADT! We have been ADT customers for 26 YEARS, and after our latest experience, we are done. We have had numerous problems over the years, including outdated equipment, equipment breaking shortly after service technicians left, and sensors going down without us knowing. This week was the final straw. Our alarm system was completely down for TWO DAYS, and we were never notified. We discovered the problem ourselves when we found the panel dark. I called ADT and, after dealing with an AI bot and waiting about 30 minutes, was transferred to customer service. I explained that our system had been down and no one had notified us. I was told ADT had called us three times. They did not. We have a complete record of incoming calls. We checked every call and even called back numbers we didn't recognize. There were no calls from ADT. A supervisor later insisted that ADT had called three times. I asked whether these calls were made by AI or a person. He told me both. Again, we have no record of these calls. At that point, we had a much bigger concern: We no longer trusted ADT to properly monitor our home or notify us when our system wasn't working. So, after 26 years, we decided to leave. ADT now wants to charge us approximately $600 to get out of our contract, PLUS another month of service for a system that is completely dead. They offered us discounted deals to stay. But when we said no because WE NO LONGER FEEL SAFE WITH THEIR SERVICE, suddenly 26 years of loyalty didn't matter. A multibillion-dollar corporation is squeezing another $600 plus an additional month's payment out of a 26-year customer who no longer trusts the service they're paying for. Twenty-six years of loyalty. A system down for two days without our knowledge. No notification that we can find any evidence of. And a $600 bill to leave. Terrible.
Reply from ADT USA2026-08-19
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 canceled ADT 3 times and they kept charging beware.
I am revising my review because of Two Employees I spoke to, Tamisha in management specifically. Tamisha listened and I can sense that she understood me, she explained everything to me, and I felt she put herself in my shoes and did actions that made me feel she cared. The second person was Diana at the “support line”. I felt Diana also put herself in my shoes and acted accordingly by making sure she explained everything and stayed online with me to complete the payment on equipment that I still owed. And the two payments to complete the contract. I did not have to pay in addition $139.97 for early termination as Chandler stated. My contract would have ended on October 15, 2026 so I paid those two payments plus the refund payment the second person refunded me. So basically I got credit for the 3 payments they charged after I canceled on June 29, 2026.
It was because of these two employees I decided to revise my negative review of ADT.
On the other hand, when I spoke to Chandler in management he was completely rude and insensitive to my situation even after he could see that I had canceled 3 times. I was not being rude to him either, it felt as he was showing off in front of someone near him. He also said he was not going to refund the 3 payments ADT deducted from my bank account after I had clearly cancelled and was documented on my account at ADT. Even after they refunded the second payment.
Chandler, after his arrogance had the audacity to ask me to stay with ADT, which I said NO WAY IN HELL WILL I STAY. Chandler needs to be FIRED, Chandler actually infuriates you more with his arrogant mouth. I also decided to canceled the Asurion account of the first guy i cancelled with who talked me into insuring my equipment with ADT. Because of Chandler in management, I did NOT want anything to do with ADT security services.
NOTE: YOU MUST CANCEL WITH MANAGEMENT in order to fully cancel, on top of canceling with the person you speak to at ADT.
I then called my bank to block any further charges from ADT on the card they had on file.
Since I did have a $91.67 balance on equipment, I called the “Support Line” where I spoke to Diana to pay one time fee from another credit card because the bank would have blocked the payment ADT they had on file with ADT.
I bought solar cameras that you do not have to pay for backup services or any additional charges. Eufy Solar Cameras are a little expensive, the best one only takes one hour in the sun to charge called eufyCam S4. But you pay yourself back by saving on the backup services. They do offer backup services, you do not need it with the amount of room in the battery in the camera. Watch on YouTube how to hook up, super easy and fast. You can wait for the sales to get for a good price. Amazon carries them. The sun charges your batteries, amazing products, no hassle connecting wires, extremely easy to set up. You do not need the “Home Base” to set up cameras. I got the home base, because you get extra 6 gigs to save videos. It’s a big investment up front, but it pays for itself over time.
Reply from ADT USA2026-08-19
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.
In August 2026, an ADT technician told us our home's existing hardwired alarm system (ADT Safewatch Pro 3000/Honeywell, installed 2015, fully functional) "could not be activated anymore." Relying on this claim, we purchased a new wireless system (ADT7AIO) for over $600 plus a monitoring contract. We have since confirmed the claim was misleading: the wired system is industry-standard hardware that any provider could have activated, and its control board, sensors, and wiring remain intact and functional in our home. The statement conflated ADT's product-catalog decision with technical impossibility. The installation itself was also defective. The technician spent 8 hours at our home and installed a 7V/1A power adapter on a panel specified for 9VDC/2.5A, causing days of continuous reboot failures and requiring multiple service visits. To this day, the battery doesn't seem to hold a charge so we are constantly needing to silence the alert. The technician also damaged our doorbell circuit, requiring us to pay an electrician to solve the issues. Though we have only been with ADT for about 1 week, we are extremely disappointed and angry that they have misled us and have not properly installed the system. We have spent hours on hold waiting to resolve the issue. In addition, we were told that in order to add other users to our web access of ADT that we need to share passwords. This is concerning to hear from a service representative of a security service. We request: (1) full refund of all installation/equipment charges (~$600+) and monitoring fees paid; (2) cancellation of the monitoring contract with no early-termination fee; (3) ADT retrieval of its equipment.
Reply from ADT USA2026-08-19
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.
The ADT Technician Zach.
provided OUTSTANDING service from the beginning to the end. No matter what questions we had, he answered them thoroughly and to our complete satisfaction. He was very pleasant and professional. Zach professionalism and knowledge made us feel at ease with the assurance that the security ADT provides is above reproach.
Reply from ADT USA2026-08-19
We appreciate you taking the time to share your positive feedback. Thank you for being the best part of ADT!
ADT has got to be the absolute worst security company hands down!! Their customer service absolutely sucks!! They keep you on the phone on hold for hours!! They continue to withdraw money from your bank account even after you cancel your account with ADT!
Reply from ADT USA2026-08-17
Hello. Thank you for the review, and we apologize for any ongoing issues. 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 Call center has not been connected to our Fire and Smoke Alarm system for 9 Months and NO ONE from the call center knew! WHAT? Even when they claim to be constantly monitoring! When we learned of this and tried to rectify a tech couldn't get out to try and fix the problem for 3 WEEKS! By that time we were charged for another month! And then another! They refuse to reimburse us for any of the time while we were not connected to the call center. DO NOT USE ADT they are not reliable and refuse to take any responsibility.
Reply from ADT USA2026-08-17
Hello. Thank you for the review, and we are so sorry for these experiences. Please email us at [email protected] with these details and the phone number/ address for where the services are located, so we can review further to assist.
I’ve had ADT for years because it’s been the only thing that’s really been comprehensive in the country where I am, but trying to get a hold of them when there is an issue is impossible! Every time I call their number and follow the prompts, it then tells me the number can’t be completed as dialed. This is after their system answers and I choose my numerical prompt. It doesn’t matter what number on the prompts I choose either, none of them work.
Reply from ADT USA2026-08-16
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.
When I ordered I was supposed to get two free cameras. Find out I'm paying for all three. I called to complain. There's nothing they can do about it. I'm told customer service by a dude named Darren said he was my account manager. Got so rude on the phone and to be honest I don't think he had a high school diploma just the way he was talking and I reminded him he was being recorded and he seemed he didn't care. I would never recommend the service to anyone. They are a giant scam somehow with three cameras and upgrades that the install guy had no business doing. I ended up $5,000 in debt for the next 5 years. That's $1,000 a year for monitoring and three cameras.. ADT sux get cove at least there isn't any predatory practices like ADT does?
Reply from ADT USA2026-08-17
Hello. Thank you for the review, and we are terribly sorry for these experiences with your order and installation. Please feel free to email us at [email protected] with these details and the phone number/ address for where the services are located, so we can review further to assist.
terrible to try to get customer service. We get an AI bot that asks a few questions and then disconnects us after 40 minutes on hold. We need a service call for an existing service
Reply from ADT USA2026-08-14
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 canceled my service last month because the alarm would go off and ...crickets. No call, text, alerts, panel, nothing. Service was not working. Today I get a call from a 773 area code and then a text from that same number saying they can reduce my bill. Reduce my bill on a canceled plan? The text included a print screen from a laptop that had my name, address, payment info, etc. I knew right away it was a scam due the language used, and again, I canceled the useless service. Adt was hacked in April and failed to inform all affected clients. I was obviously one of the affected. This annoys me because the information from the print screen which is adt's system is current which means the hackers still have access to their system. I was told by an adt "fraud specialist" that the hackers probably came through my neighborhood and saw the adt yard sign or window sticker and that how that got me. This is the dumbest explanation I have ever heard.
Reply from ADT USA2026-08-14
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.
Happy to take your money to put in a new system! Try to get service repair! 3wks! Good luck! Could care less after the install!
Reply from ADT USA2026-08-14
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.
They hold panel hostage stating that it is ADT equipment can only be used by ADT. That is True for the Crappy ADT command panel that is based on the Resideo/First Alert PROA7PLUS. But Alarm.com systems and communicators are not locked to ADT. They lie customer service is trained to do so to try to retain customers. Its better to just do a DIY system from comapnies like GEO ARM, Surity, or Alarm Grid. If you need a basic wireless best to go this route
Reply from ADT USA2026-08-14
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 possible, avoid using ADT. We had nothing but problems with this company. They charge us for the slightest things that their company is responsible for, and then they lock you into a 3yr contract just so they can drain your pockets. Please, do not go with ADT because they're not good at all.
Here is the Work Order Summary for job: 135678413 performed on 08/14/2026 in accordance with your existing ADT contract. They're so full of it. All we need is a private company to come on board. And ADT, you will be out of business. ADT, you are a terrible company, and the world should be aware of this. Not to mention, I was never told I signed a 3 yr contract with this no-good
company.
Reply from ADT USA2026-08-15
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.
Would give a negative rate if allowed, first installed more equipment than requested, window sensor give false armed day one, glass breakage sensor does the same an will not reset, door bell camera give low battery warning always. Customers service simply tell me to restart the system, does not correct the issue. Now the cel hardware is giving errors and continuous beeps, had to power off to quite it. Have had this system two years never have I been able to armed the system l, one year left on my contract, get simply safe, and no I have no connection with simply safe.
Reply from ADT USA2026-08-13
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.
ADT illegally approved a contract renewal without my signature and without my consent then they charged me for 6 months threatening collection after I called around end of January to cancel my service as my contract ended year before. I called last month asked they email me the recorded call, as they record calls, to review the notes of my calks to management and all the recorded calls as I called them January May, June, July for billing to stop calling me I already called to cancel my service of 4-5 years. I overpaid and they refused to cancel per my request without hassling me to hear them on each call about a lower payment offer or credits for 2-3 months if I don’t cancel and I stated several times CANCEL! JUST CANCEL! PLEASE CANCEL! now they forward illegal imposed charges $415.30 to a collection company.
Reply from ADT USA2026-08-13
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.
Dreadful customer service. Long holds, calls dropped with no callbacks. Frequent disconnections while on hold with a so called technical expert. No resolution. 25 years ago there was good service, now reduced to robots and robotized humans.
Reply from ADT USA2026-08-13
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.
This company is truly the scum of the earth.
We moved into a house where the previous owners already had ADT equipment, so we thought, hey, why don’t we just call and open an account so we can use the system that’s already here? Seems simple enough.
I called and activated the service. The guy on the phone told me we were paying month to month and could cancel whenever we wanted. At NO point did he tell me I was being locked into a 2 year contract. And because the only way to activate and open the account was over the phone, I had nowhere to check this information in writing.
Our system had multiple errors that made it impossible to arm. We had multiple “virtual appointments” with techs, changed all the batteries, spent hours following troubleshooting instructions, and nothing worked.
After having the system for about a month and never actually being able to use it, I said, you know what, let’s just cancel this dumbass service.
It is impossible to get in touch with anyone at this company. They just keep booking you for virtual service appointments and passing you off to different departments. So I called to cancel my account and, just like every other call, it took over an hour to get anything accomplished.
The man on the phone canceled my account. He did not ONCE mention that there would be ANY charges associated with canceling. Not once during the entire hour plus phone call.
A few days later, I get hit with a $727 bill.
I call them, get passed around to multiple people, spend another hour on the phone, and finally an “account manager” tells me, well, sorry no one told you, but you’re being charged for the next 2 years because that’s how long you signed up for.
Except I was NEVER told I was signing a 2 year contract.
She said the only thing she could do was reinstate our account so we wouldn’t have to pay the $727 immediately. She wouldn’t make an exception, even though we had only had the system for a month and literally had never been able to use it.
We finally scheduled an actual tech to come out after she tried to book me for yet another pointless virtual appointment. The tech came and fixed the issue in about 5 minutes. After we had spent HOURS troubleshooting with their virtual techs. He wasn’t nice at all, but at least he fixed the problem.
But alas, the $727 bill is STILL on our account.
Now I need to call AGAIN and spend another 1.5+ hours trying to get someone to remove a bill that I was never told about in the first place.
Trying to get in contact with this company is like pulling teeth. The entire experience has been absolutely ridiculous from start to finish.
I genuinely feel like ADT is operating a giant scam. They make it impossible to get help, impossible to cancel, don’t clearly communicate their contract terms, and then suddenly hit you with a $727 bill after you cancel.
I would NEVER recommend this company to anyone. Save yourself the absolute nightmare and go literally anywhere else.
Reply from ADT USA2026-08-13
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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