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.
Terrible experience with ADT.
We moved into a house that already had ADT equipment, so we activated the existing system. I was told over the phone that we were paying month to month and could cancel, and I was never clearly told I was agreeing to a long-term contract.
From the beginning, the system had errors and couldn’t be properly armed. After multiple virtual appointments, changing batteries, and hours of troubleshooting, nothing worked.
After about a month, I canceled. The representative never mentioned a cancellation fee during the entire call. A few days later, I received a $727 bill because ADT claimed I had agreed to a long-term contract.
Eventually, an actual technician came out and fixed the original problem in about five minutes—after we had spent hours with virtual support.
Now the $727 charge is still on the account, and I have to call again to fight it.
Extremely poor communication, frustrating customer service, and ridiculous cancellation practices. Based on my experience, I would never recommend ADT. Get every contract term and cancellation fee in writing before signing up.
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.
They will scam you into believing you will receive $100
When I was going to sign up for service with ADT I was told that I would receive a $100 visa gift card. That it would be mailed out to me. Never was I told that I would have to fill out a form that would be mailed out. Which conveniently would be sent to my spam in box. I did a chat with Genevieve who informed of this. Told me that she had emailed it to me again did not receive it. After being on the phone with her for about 30 minutes and me telling her how frustrated and disappointed I was she then ended the interaction with you will need to reach out to the service that installed your system. WTH ADT will take your money make you promised and then outsource to another company to set up the system. They take no accountability one you are locked into a contract and have paid them. I do not recommend ADT they didn't even send any signage to post. They suck
Reply from ADT USA2026-08-12
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.
Cannot hear front bell. Also, difficult to use touch pad. Our front door bell is wireless. ADT bell will not ring wireless bell remote. So now we have 2 door bells and had to put stickers on them saying "ring this bell" and "don't ring this bell." Also new touch pad is so sensitive it is unusable. There is a large white cylinder that sits on a counter top that has buttons that work well, but it is far away from the door we use. All of this comes at a high monthly cost and a three year contract with a high cancellation fee.
Reply from ADT USA2026-08-12
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.
⭐ ZERO STARS IF I COULD — ABSOLUTELY DISGUSTED WITH ADT
ADT has been one of the WORST companies I have ever dealt with. I will NEVER use them again and would strongly warn anyone considering their surveillance system to think twice.
I canceled within the FIRST WEEK because one of my animals was killed on my property and their cameras DIDN’T CAPTURE ANYTHING. Imagine paying a surveillance company to protect your property and give you peace of mind, only to discover when something devastating actually happens that you have NOTHING on camera.
But apparently canceling wasn’t enough. ADT continued taking money out of my account for THREE MORE MONTHS after I canceled. I have repeatedly tried to get this corrected, and somehow they STILL cannot fix the mess they created.
How does a company continue charging someone for months after they canceled and then fail to make it right?
The surveillance failed me when I needed it most, the billing has been a nightmare, and the customer service has been beyond frustrating. I feel completely ripped off and taken advantage of.
DO YOUR RESEARCH BEFORE GIVING ADT ACCESS TO YOUR BANK ACCOUNT. Based on my experience, I wouldn’t trust this company with my security OR my money.
Absolutely unacceptable. Never again
Reply from ADT USA2026-08-12
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.
I have been an ADT alarm customer for many years.
A few years ago our calls were routed to a national number in lieu of local. Eve since then I have always hesitated to call because it is so difficult to get good customer service on the phone with them.
Today's example: all I want to is cancel my account. Period. I own the equipment.
It took 30 minutes on Sunday only to discover that this the department I need to speak with on the phone ,... they do not make it possible online ... does not even work on Sunday. Nor do they provide this clearly information online. Go figure. Then today, Tuesday, it took 32 minutes. that is in total more than an hour of my time wasted. AFTER the phone prompt (6) for "cancel service" routed to an AI voice who instantly recognized my request from two days prior. Then routed to a live human. Then after six minutes of work, and waiting "I will take care of that" she says, only to be routed without notice to live human #2 ...six minutes of work and waiting more, "I will take care of that" only to be routed to live human #3 repeat. "I will take care of that (same words each time!) ... then you guessed it, routed to live human #4 - I AGAIN and for the fourth time, I explain my desire to JUST CANCEL. No, I do not want ADT at my new address ... why would I engage with a company that so willingly has wasted one hour of my time? NEVER. "Oh but Mr. xxx, you can get up to $1,000 credits at your new home... ?" Gain, for the eighth timer, I just want to cancel."
Why is this made so difficult.
ADT alarm has terrible customer (account) service. And it pisses me off enough to take time to write a review - Nobody there seems to have a clue about managing a good customer service team.
Reply from ADT USA2026-08-12
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.
8/1226
Upon being great customer for over 10 plus years. I decided to sell my home. And got slapped with a fee of $241.00 to disconnect my service. After talking to customer service they refused to even discuss waiving the fee. I was going to use Adt in my new custom home 6 months to a 8 months down the road. But because they would not even consider reducing or waiving the fee,I will gladly use another security company. But I will tell everyone on my Facebook acct never to use them.
Reply from ADT USA2026-08-12
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.
Use any company other than ADT!!!!! Their equipment is trash, never works correctly and the doorbell is ALWAYS offline. In addition, unless you like talking to people in India and the Philippines that never resolve your issue or take notes, don’t use ADT!!!!! They are the worst in every way possible!!!!!!
Reply from ADT USA2026-08-12
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.
Worst customer service ever tossed around from automative to Agent back to automated nothing resolved want to charge me for ADT faulty equipment unbelievable. I'm suppose to be a loyalty customer stuck in a contract for another year should have cancelled my contact like I stated to.
Reply from ADT USA2026-08-12
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.
If I could rate -5, I would. ADT is a criminal enterprise. I'm very surprised that in the "world leading country", such unlawfulness is permitted. I've been trying to cancel the contract, but clearly, they only want to fool people. I've been over the phone for 1 hour and a half and they keep bouncing me from one "specialist" to another. It's evident that they have an explicit policy to discourage customers from cancelling. On top of that, there is an automatic renewal policy on your contract. So, since they make it almost impossible to cancel and there's an automatic renewal, it's pretty evident that their purpose is to keep you enslaved forever. DO NOT SIGN ANY CONTRACT WITH THESE CRIMINALS. I'm flabbergasted by their shady, predatory, dishonest methods.
Reply from ADT USA2026-08-12
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.
They have the worst customer service of any company I have ever dealt with. Alexis is the woman who I just spoke with. Such a nasty tone of voice. I have had nothing but problems with this system. Tech comes out says it's fixed. Next day dame problem, same emails and because I'm out of the country and the only one who gets these emails and I did not respond within 24hrs. It will be another two weeks for them to come out. Some ADT service areas are good, but Florida is not one of them. Go anywhere else for your alarm.
Reply from ADT USA2026-08-12
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.
After many years of putting up with horrible customer service and failing equipment I canceled the service. Two years later they sent me to collections for why I don't know. I called them in an attempt to figure out why they believe there is a balance on the account two years after I canceled the service. The billing rep I was speaking to put me on hold, the next person on the phone was the collection company. They are horrible. Horrible service and hiding behind horrible practices. I wish I could give negative stars.
Reply from ADT USA2026-08-12
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 at the end of my contract which was June 15, 2026.Well I get a bill-I called them as the representative said I didn’t and my contract does end till June 15,2029. Someone changed my contract and I requested again to cancel-she convinced me to just keep my camera which I paid for. Two days later I get a bill for $17.30. Now a week later I get a bill for $164.60. I unplugged the unit took them off my internet and called again to cancel. What type of person would con you like that?
Reply from ADT USA2026-08-09
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.
The first year
Was great, but once we paid the alarms off no one has helped us. We pay a monthly subscription for them to do NOTHING! Alarm goes off? They don't notify us. Sure it sends the signal to the fire department and police, but never to the home owners to confirm or deny. Their cameras also malfunction all the time. Don't buy. We are canceling them now after the second alarm went off due to battery reset. Useless garbage.
Reply from ADT USA2026-08-08
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. My system went down while I was on a trip. I never received anything from them, I can home and found it completely dark. I then called and basically had to beg from them to get someone to my house and fix the issue. They want you to pay for the system, pay for the service, and want you to maintain it yourself. Absolutely not, why am I paying you if you don’t want to help.
Reply from ADT USA2026-08-08
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.
ZERO STARS — Absolutely Horrible Customer Service
If I could give ADT zero stars, I would.
After nearly 20 years as a loyal ADT customer, I am completely disgusted by the level of service I received. Between the technicians, customer service, and account management, I experienced broken promises, misinformation, and a complete lack of accountability.
After three calls with Account Management and two technician visits, the issue was still not resolved. The two technicians who were supposedly considered some of their “best” spent over an hour going back and forth to their vehicle, trying to determine what was needed and what I qualified for. In the end, they were unable to complete what ADT had already promised me.
I finally asked the technicians to leave and called ADT again. I was kept on the phone for over an hour while they reviewed the recording of my previous call. After listening to it, they confirmed that I had, in fact, been promised free installation, replacement sensors, and a keypad because my existing equipment was no longer working.
So after nearly 20 years of loyalty, multiple phone calls, multiple technicians, hours of wasted time, and promises ADT couldn’t keep, I am done.
At this point, ADT could offer me free service for life and I wouldn’t take it. The way this situation was handled was an absolute joke and a disgraceful level of customer service.
Long-term customers deserve better. I would strongly recommend thinking twice before trusting ADT with your home security.
Reply from ADT USA2026-08-07
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.
Stay away from this company. Their left hand doesn't know what their right hand is doing. I wish I can give them below 1 star. They over charged me for the install, 4 months later and afteR OVER 30 phone calls, I still am waiting for the refund. Also, they came and change the new \ bad touch pad and charged me for the call althought it is still under the 90 days warranty. TRUST ME WHEN I SAY, "IT IS THE WORST COMPANY i EVER DEALT WITH! "
Reply from ADT USA2026-08-07
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 used ADT security systems for six years. Their service and equipment is absolutely terrible. Also, there service is essentially non-existent. Recently my system failed and the earliest service call available was three weeks out. ADT is extremely expensive. For what they charge you should be able to get a service call within 24 hours. ADT is also extremely expensive. There are much better services available.
Reply from ADT USA2026-08-07
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.
You cannot contact a human. Basically you are your own tech and are paying them.
Hold times to contact someone are astronomical. Upwards of 40 min IF you don’t get off.
Apps do not work reliably or easily to log in and access system or to access account.
Cancelling? Forget getting through. Had to call bank to deny payment.
Reply from ADT USA2026-08-07
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 Implementing AI Instead of Customer Support and Security
Our house alarm went off at 2am and we were forced into an AI bot in one of the scariest moments of our life and instead of immediate agent support in an emergency we got an AI bot we spent 10 minutes fighting with. We also tried to get support after this incident and fought with their AI for 2 hours and did not get good service even when an agent came to service our system. Unless ADT focuses on customers we will leave after 26 years. This is no longer a service in security and safety it is only about bottom line and saving money. Not worth the investment anymore a horrible company now. So disappointing.
Reply from ADT USA2026-08-06
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 will cause harm to handicap elders before helping.
My mom is elderly with severe medical issues. For years they refused to fix the smoke detector it stays beeping loud. They charging her when every equipment they supplied not working. They sent her equipment told her to climb latter to install to fix camera system stuff then to climb in craw space to fix where they put her box for phone service stuff. She explained she on dialysis, physically disabled cant do any of that. They sent equipment anyways no help even after she said she will pay the service fees. She called again and they still trying to tell her its simple once you climb the later and its simple once she in the crawl space. Why are they not sending a worker when she asked for when why are they trying to put her in danger? How can you get them to care and to listen and truly help. Also they constantly make you upgrade equipment and charge you every time for the equipment again and again. Does safe light or other companies do this or are they better and cheaper? She been a loyal customer for over 10 years I think now. She dont want to change companies but I need a hip replacement I cant help do this no one else to help either. Why wont they just provide a worker to help install replacements for their faulty equipment? Im scared for my moms life. Was 2 home invasions that resulted to murder near by. And financially she cant afford paying for equipment that fails and no one will fix it or help. No exact date its been going on over a year and she called twice this year for help still no help
Reply from ADT USA2026-08-06
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.
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