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.
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Absolute TRASH customer service and blatant call-avoidance tactics.
I spent approximately two hours trying to cancel my account. I was placed on extended holds, transferred without explanation, left in silence by representatives who never returned, and ultimately disconnected in the middle of the cancellation process after repeatedly saying “hello” with no response. This happened multiple times tonight and has happened during prior calls as well.
The overall quality of ADT’s customer service is equally concerning. Some representatives sound as though they are eating while speaking, there is often excessive background noise, and I have received inappropriate or unprofessional comments. Representatives regularly provide conflicting or incorrect information, or respond to straightforward questions with statements such as, “Yes, I think so.” Customers should not have to rely on guesses. Either the representative knows the answer or should verify it before responding.
This is not an isolated incident. The lack of professionalism, accurate information, communication, and accountability appears to be systemic. ADT’s call-handling practices are disrespectful, dysfunctional, and completely unacceptable.
UPDATE: 8/6/26: My alarm system was placed in TEST MODE after I explicitly instructed your agents not to place it in test mode before I close on my home on 8/24/26. I logged into my account and, unsurprisingly, discovered that my instructions had been ignored yet again. The customer service has been truly abysmaL, disorganized, incompetent, and completely unacceptable. It's a nightmare having to contact your customer service team and have no one actually listen.
Reply from ADT USA2026-08-05
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.
The installation was a joke, sensors were falling off the first day. I have had adt 6 months and have had to call several times and have had techs check system several times. I am unable to cancel the contract, even though they do not make me feel safe. I signed the contract for security and safety. which I do not feel. very disappointed, was with another security company for 15 years, never had a problem. decided to move to upgrade cameras, bad idea!!
Reply from ADT USA2026-08-05
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 has fallen into the same trap as other large companies. When you call, it is nearly impossible to talk to a live person. I was on the phone for 36 minutes trying to get around AI to talk to a live person. Worst experience of my life. I was then put on hole and after another 25-30 minutes, I hung up. ADT, NOT A GOOD WAY TO RUN A BUSINESS.
Reply from ADT USA2026-08-05
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.
Absolutely the worst company!! They charged me a service fee of $175 after I cancelled the service and charge me $40 a month for cameras that DONT WORK!! DO NOT USE THIS COMPANY IT IS A SCAM!!
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.
I was an Alder customer and got migrated over when ADT bought them out. My system hasn't worked in 2026.I have called about 10 times and have not gotten a resolution yet.The battery stopped holding a charge and nobody knows or cares about it. But the bills right there every month. THE ABSOLUTE WORST COMPANY THAT I HAVE EVER BEEN ASSOCIATED WITH. THEY SHOULD CONSIDER SHUTTING DOWN
Reply from ADT USA2026-08-05
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.
Complete Trap: Cheap Equipment, Broken Apps, and 3-Year Contracts
I rarely write negative reviews, but I feel a strong obligation to warn others to stay far away from ADT. Once you sign up, you are locked into a rigid 3-year contract that they use to force you to stay because their actual service and product quality are terrible. I am honestly considering paying off my entire 3-year balance right now just to be done with them.The issues are endless:The Equipment: The hardware is cheap. The only decent parts are the Google Nest cameras, but ADT isn't even properly integrated with them. You are forced to pay for a completely separate Google subscription just to save your video recordings on top of what you already pay ADT.The Software: The app experience is completely broken. You have to juggle multiple separate apps just to manage different basic features of your security plan, and the billing system frequently gives you issues when trying to make standard payments.The Contracts: They lock you down because they know no one would willingly stay with this level of service.Better Alternatives:If you want a reliable home security system, look elsewhere. For example, systems like Cove use Eufy products which are incredibly high quality, don't require forced monthly subscriptions to function, and allow you to cancel at any time if you aren't satisfied. Avoid ADT at all costs.
Reply from ADT USA2026-08-05
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 you want them to stop billing your account put A STOP PAYMENT for ADT through your BANK ACCOUNT. They won't stop taking money. The company trains their personnel to keep you hostage. 1th they compliment you for loyalty then either berate you, offer repairs or lower payments, and try to sell you new equipment. Most of the staff is nice, just be nice and STOP ACCESS TO YOUR MONEY.
Reply from ADT USA2026-08-05
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.
I spent so many hours trying to talk to someone. After waiting 30–45 minutes for someone to answer the phone, the call would get disconnected. And if I was lucky enough to actually reach someone, they would just tell me to contact someone else. The customer service is awful, and it's been incredibly frustrating trying to get any help.
Reply from ADT USA2026-08-05
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.
Here we go again. Canceled our account in May 2026 with a phone call ( claim there is no record) ans also sent a letter. In June, received a bill for the month of July even though our account was paid until the end of June. Gave them a call concerning g this and explained that we severedtheir monitoring on May 21st and account was paid until the end of June. Was told no letter nor phone call was recorded and they will cancel our account as of July 23rd, which was 30 days after my phone call with them on June 23rd. Then I called again in July because we received another bill. Was told that since that they didn't record any phone call telling to cancel our account until June 23rd, our contract states there is a 30 day notification to terminate. Then also told me that they did receive the letter showing the date as of May 21st. Now, today I received another call telling me that I still owe for the moth of July. ADT has not even been monitoring our system but yet they want me to pay for a service that is not being rendered. We have been a loyal and always paid our account on time for over 20 years and to be treated as a criminal. I so glad that we decided to leave this company.
Reply from ADT USA2026-08-05
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.
I called to get a copy of the monitoring certificate, on July 28,29, 31 & Aug 3, 2026; I have made 4 phone calls and still I have no certificate. You really get the run around when you contact ADT. People in other countries do not comprehend what you are requesting and so on. You do not receive call backs when alarm is going off. This company is very unprofessional, but they offer nothing for free.
Reply from ADT USA2026-08-03
We’re disappointed to learn of your experience and would welcome the chance to look into this further. Please contact our team at [email protected] and provide your service address and telephone number.
I have tried all morning to get support to connect my ADT system and after 1 hour of failed attempts being sent to “the phone is not a working number” to addressing as another client and finally got a recording was we do set up on weekends!!!
I’m going to be sending my system back because if they can’t help set it up they will be there to aide I ant more serious matter
Reply from ADT USA2026-08-01
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 0 stars I would... My smoke alarm is faulty and the idiots with ADT won't remove the device from my account after troubleshooting over and over again and deeming it to be faulty and I have to listen to beeping on my control panel and can't disconnect it myself.... Their customer service are idiots!!
Reply from ADT USA2026-08-01
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.
My appointment was scheduled for today 7/30/26 during the hours of 1 - 5 PM The technician didn’t show up or call.
I believe I deserve more after being a customer for 24 years.
Terrible customer service
Reply from ADT USA2026-07-31
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.
My service was knocked offline due to an electrical storm. When I regained power, the ADT unit was fried. ADT continued to charge me for 2 months of payments even though I received no home protection. When I called and asked for a refund, they said it was on me to make sure the unit was working. This is unacceptable. As a security provider, they should call me to say that the system is not working properly.
Reply from ADT USA2026-07-31
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 have been an ADT customer for 13 years with three different systems.
I have only stayed because the monitoring is good for the sensors and smoke/co2.
I have been trying since 3/27/2026 to get a technical/account issue resolved. It is now 7/31/2026. I have talked with over 50 "agents" - not including chatbots - for more than 70 hours (If an agent gets $15/hour they have wasted over $1000 instead of spending much less correcting the issue). I have been passed from department to department (Account Mgmt, Installation Team, Tech Support, Customer Support, Executive Customer Care, etc.) They have opened more than ten "tickets" with IT, the Product Support Group, and the Back Office. They claim they will contact me when they have it fixed. It has been another month now since the last ticket was input. How long do I need to wait for a resolution for the concern, weeks, months, decades??? They promise to keep me updated with the status of the tickets they open, but I get "ghosted" instead. It is impossible to speak with the same agent a second time.
Overall the support staff at ADT seems to be completely incompetent.
Reply from ADT USA2026-08-01
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.
Don’t use adt if you actually want a home security system. Within the first six months our system was triggered twice, and we did not receive a monitoring phone call either time. When I inquired, they first told me they were cleared as “battery issues”, when I said they were not battery issues and actual triggers, the response was “the alarm has to go off for 60 seconds before we do anything about it”. God forbid someone force their way in to your home with you and make you disarm the alarm, because ADT isn’t responding. Waste of $80 per month
Reply from ADT USA2026-08-01
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 would love nothing more than to see this business go under and become obsolete. They are nothing but money hungry, insensitive liars that smoke and mirror their way through a sale and trap you into a 5 year contract no matter what your life circumstances do. I have literally not used their service for 2 years now because I couldn't afford to buy a whole new set of equipment AND restart the 5 year contract. I pay them every month because I can't afford the termination fee of 75% of the remaining contract AND the full equipment amount because they ask for you to send it back but WILL NOT refund a dime. Like no... You will not get your equipment back and all the money for it. I am literally sick to my stomach every month that I see my money go into their hands. Shame on you, ADT. I hope nothing but failure for your entire corporation. Those that work for you, shame on you too for knowingly scamming people with this garbage.
Reply from ADT USA2026-07-30
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.
Absolutely worthless as tits on a bull. Their website is a PIA to use for payments, unless you tie a checking account, using a CC is nearly impossible. 15 years ago it was a reputable company, with people I could understand when I talked to them, now it's overseas. I'm done with them.
Reply from ADT USA2026-07-30
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 tried to cancel the services, still getting billed.
I tried to cancel the services. The website said I could do it on line. That did not work, chat with robot and human failed to resolved the issue. I called and talked to multiple people and eventually found someone to cancel it. He said it was cancelled and I would get a pro-rated refund. A few days later I decided to check the credit card company and make sure. There I found that not only did I not get the refund, but they also charged me for another month of service.
Do not do business with this company.
Reply from ADT USA2026-07-31
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.
Their new equipment is cheap and constantly has issues.
Reply from ADT USA2026-07-29
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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