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.
Update: per the companies reply below, I reached out to their email. Their solution was to repeat what they told me on the phone and tell me I needed to pay $179.99 plus tax for new cameras! The absolute worst security company out there, they couldn’t care any less about their customers.
If I could rate my experience with my ADT Plus system and ADT Customer Service less than a 1 star I would. We had ADT for 3+ years and then moved and got ADT Plus. Within the first year we needed an outdoor camera replaced and now 2.5 years into the system 2 cameras(one which was already replaced) will not even turn on anymore. ADT customer service first told me I had to pay full price to replace both, which I feel is extremely unfair since I did nothing for these cameras to stop working and I pay ADT for this security equipment. They told me they’re out of warranty and said I didn’t have a QSP plan which was never offered to me when I signed up for the account in the first place. The best they said they could do is give me a discount and have me pay over $200+ for 2 new cameras. My options are pay for new cameras or pay to cancel the contract so either way I’m screwed. I will never be an ADT customer again and will make sure to tell anyone I can to stay away. Terrible customer resolution.
Reply from ADT USA2026-07-22
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.
My experience with ADT has been terrible. I am a 20 year customer with basic service. When I tried to add on to my service they lead me on a wild goose chase after they started it. They took a payment they refuse to refund even though the service has not been finished. Everyone tells you a different story over the phone. This company is terrible and will lie to you! I do not recommend this company.
Reply from ADT USA2026-07-22
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.
J
JW美国 · 2 reviews · Experienced 2026-07-15 ·
★★★★★
The determined ADT tech fixed the issue. Thanks!
The ADT tech fixed the issue, give the man a raise!
We bought an upgraded ADT security system: motion, doors, windows and upgraded "command 7" touch screen. The darn touch screen is now apparently defective. It randomly sets off every sensor chime in the entire house. First it was only in the evenings, now it's doing it during the day. We contacted ADT, got a bot or AI. We did all the suggested function tests but nothing corrected the issue. We were transferred to the ADT support section. Again nothing suggested worked. We were told maybe it's the battery, there is no battery in the touch screen that we can access. We requested a tech assess the issue and replace the touch screen. We were told it would be weeks out in the future. tht's unacceptable customer service.
Is ADT that busy with consumer complaints that getting a tech out quicker isn't possible? Is ADT that short handed that no techs are available? Did ADT fire their techs because bots and AI is so (in)effcient?
It appears the only custom service we'll receive is he initial "lip service" to get us to buy the expensive system, have it professionally installed and monitored.
Our new home will not have ADT. We don't have the confidence with ADT that we initially had. But hey, ADT provides really cool decals and yard signs.
1st Update:
After our public review of ADT, we got a message from an executive in the ADT Executive Response & Resolution - Customer Relations.
We were advised that a tech would come to assess the issue. We were told the tech would come sometime between 12pm and 4 pm on 07/21/26 and ADT would waive the service call charge...as a goodwill gesture.
We waited around all day long, the tech did finally arrive exactly at 4pm which we are grateful for. He assessed the issue with the 7” touch panel.
The under lying issue may be that ADT lacks sufficient tech staff to respond to customers in a timely manner.
2nd update:
The tech showed up at 4pm, late because his prior service call was in Flagstaff, one hundred miles away from us. How inefficient! And he still had other service calls to make after ours. Evidently, he’s the only ADT service tech in all of northern AZ. ADT better hope he doesn’t quit or become incapacitated from being over worked. He checked the panel and the battery, but did not replace either one. He checked the system and said it was functioning correctly.
The tech left and four hours later, the system went crazy again, randomly setting off every sensor in the house. Our sense of peace and quiet, and confidence in owning an ADT security system is further diminished. We’re going to list our home as having a functioning ADT security system. Having a non functioning ADT system is not a selling point.
We have another tech appt on july 30th. We're hoping this appt resolves the reoccurring issue.
The poor over worked tech returned today and replaced the 7" touch panel. The ADT tech returned today (07/30/26) and replaced the 7" touch screen panel. It was quiet for maybe 30 minutes and it went off again.
The tech returned on 08/30 to resolve the issue. He finally figured out the problem, quickly fixed it and all is quiet again. Thank you ADT.
Reply from ADT USA2026-07-22
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.
Horrible experience. Canceled out of nowhere and then they try to run your payment for the full amount. If you have to get a new card somehow they even get those numbers and try to run those! Agents don’t know what they’re talking about. Was supposed to fix a problem, created a whole new account making me liable for two accounts! Supervisors no help. Absolutely horrible service.
Reply from ADT USA2026-07-22
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.
DO NOT USE THIS COMPANY! My very elderly father paid WAY too much for the system and then paid way too much to get out of the contract. If that wasn't bad enough, for 12 months after he paid off the contract, they still charged him a monthly fee because they had canceled one account but then opened another. After literally HOURS on the phone with absolutely incompetent customer service they finally agreed to refund the money that they illegally withdrew. However, we still have not received the refund after 4 weeks.
This company will play dumb when it comes to doing anything other than opening your account and taking your money. They are still skating by on the reputation they used to have, but believe me when I say, they are NOT a reputable company, do not care about the customer and have no reason to change because they can just keep scamming the elderly. Nice job ADT, you are truly one of the worst companies out there.
Reply from ADT USA2026-07-22
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 asked ADT to cancel my subscription once again. Was transferred by Tanya P to James G (couldn’t get his full last name). James doesn’t need a job in customer service. He was incredibly rude, dismissive, unprofessional and actually sighed with frustration several times. So much so that I asked him if he was ok. Childish, passive aggressive behavior in a professional environment. ADT should be pulling the convo to hear this. Worst interaction in my life.
I asked for cancellation, James G offers me decreases to pricing instead. He was recentered to cancellation, more reading off a script. Then was rude enough to say that he was trying to help me (with an attitude) By centering ADT. Lol wow. This man needs to work outside of customer service. Unacceptably unprofessional. Firing him now would save ADT money.
Oh, I unplugged my ADT box months ago. Another (nice) rep: oh wow your signal offline for awhile. ADT emails x 2 this morning that my system is online and functioning properly. Ok sounds legit.
James finally cancelled my order after he decided to do his actual job. I asked for my $5k back, didn’t try to help. That was a nope. I guess I was kept on hold so he could rehearse his script again.
I was offered a decreased rate of $31. Then James G reading off a script again.
ADT is a well known scam that allows this in their company? Zero respect now.
Reply from ADT USA2026-07-21
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.
After cancelling my adt home security, I am still getting charged for my inactive, CANCELLED account. Customer service is just a jerk around
Reply from ADT USA2026-07-21
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.
Lie in order to scam their customers with disabilities
Reply from ADT USA2026-07-21
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.
I HAVE BEING AN ADT CUSTOMER FOR A YERA UP UNTIL THE SYSTEM PAD BROKE OFF , THEY TRIED TO CHARGE A RIDICULOS AMOUNT TO HAVE A TECNICHIAN TO CHECK IT OUT AFTER SOME BACK AND FORTH ,THEY AGREE TO WAIVE THE TECH FEE(THEY PLACE IT ON THE EQUIPMENT)THE TECH ARRIVED AT MY HOME SHOW ME AN ESTIMATE BETWEEN $40-$60 DOLLARS AFTER 2 HOURS REPLACING THAT PIECE OF JUNK THE WORK ORDER READS OVER $600 , AMAZON SALES THAT JUNK FOR $60, STAY AWAY FROM THEM I HAVE CALLED MULTIPLE TIME AND THEY JUST HAVE ME ON THE PHONE UNTIL I GET TIRED OF CALLING THE LAST REP SAID THEY COULD DISCCOUNT $49.99 WHICH IS RIDICULOS , IF YOU DONT WANT TO BE OVERCHARGED FROM A SHADY COMPANY STAY AWAY FROM THEM AND SAVE YOURSELF THIS HASSLE , I EVEN EXPLAINED THAT I HAVE THIS SYSTEM TO KEEP AN AUTISTIC KID SAFE , THEY DONT CARE EVEN FOR AN EQUIPMENTS THAT THEY ARE SUPPOSE TO GUARANTEE : IF THEY BREAK YOU ARE ON YOUR OWN , IF YOU MAKE THE MISTAKE OF CALL THEM , YOU ARE GONNA PAY ..LOT OF MONEY
Reply from ADT USA2026-07-21
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.
Horrific. ADT replaced equipment in my new home (which already had equipment) for $2,500. The next day I received an offer from ADT in the mail for $850 less. ADT refused to honor the offer but instead said they would give me a $150 credit. They have now refused (despite being within 72 hours) to take back the equipment or cancel my service
Reply from ADT USA2026-07-21
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.
1 Star
I am beyond frustrated with ADT and the terrible service I've received. I have scheduled four separate service appointments, and not a single one resolved my issues.
During the first appointment, I was told the technician had come to my home, but no one ever arrived. For the second appointment, the technician showed up without the necessary equipment to fix my system and blamed customer service for the mistake. During the third appointment, another technician also arrived without the required equipment and explained that he was only filling in for someone who had called out. Then, during the fourth appointment, the technician never showed up at all.
Meanwhile, ADT has no problem taking my payment on the 20th of every month, yet my equipment remains unrepaired. My touchscreen is broken, my Google base station doesn't work, and one of my smoke detectors is not functioning. It is unacceptable to continue charging customers while repeatedly failing to provide the service they are paying for.
At this point, it feels like ADT is stealing my money. Every month they continue to charge me, but they have repeatedly failed to provide the service I'm paying for or repair my equipment after four scheduled appointments. I feel completely let down, misled, and taken advantage of as a customer.
I am furious that after four appointments my security system is still not working properly, and I am seriously considering canceling my service and switching to a company that actually values its customers and stands behind its products and services.
Reply from ADT USA2026-07-19
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.
If I could give ADT 1 star I would. I remember seeing a neighbor have it and getting it. Biggest regret of my life. I am going to give adt a honest review. They lock you into shady contracts, won't let you out, the equipment is unreliable and always breaks and they charge you $100 to send out one of their rude technicians. The one technician on the phone tried to get smart, they charge your card repeatedly in the middle of the night until they get their money, won't let you remove your card. I HATE ADT.
Reply from ADT USA2026-07-19
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.
My mom had. ADT. She is 90. I’m her son. I stay with her most days. Didn’t use ADT for a year. I have power if attorney when I started doing her bills I said. Mom. We don’t need this service ADT. So. I call them and for 6 mo I tried to cancel. We didn’t know the security code they would get rude and hang up on me. Every bill they would send would say if no payment by certain date they will cancel but that’s not the case they keep billing and billing you. I refuse to pay the bill. Got up to 467 dollars. Finally got through to someone. I paid 227.00 and cancelled the service. I said great that’s finally over after 6 months of total frustration. Well OMG. I got another bill this week. This time I’m not Calling I’m going straight to a lawyer and pay the lawyer and if there is any way I’m going to sue the crap out of them for there shady business practices
Reply from ADT USA2026-07-19
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.
Do not use them. My cameras have been off-line for over a week because Internet went down. They’re wanting to charge me a $70 fee just to come hook back up there their cameras when I told them I wanted to cancel they wanted me to pay $1500 before they can even cancel my plan shitty service shitty customer service do not use. Ring is the best out there and the cheap.
Reply from ADT USA2026-07-19
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 referral a friend as a joke please don’t refer anybody expect to get a $200 gift card. I’ve been waiting for four months and have yet to receive a penny so please go to Ring get your ring. It’s less expensive and you don’t have to deal with AI. Adt is full of crap.
Reply from ADT USA2026-07-18
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 signed up with ADT and did not realize that when I took the 5-year payment plan on my equipment that it was actually a 5-year plan for the service. My mistake was trusting ADT's install technician. The person installing my equipment told me it was a 3-year plan for the service. Finding all of this out within 21 days of installation I tried to call them and cancel, and they told me no, and if I did not pay the bill they would take me to court, and I told them that I would give them back all of their equipment and they told me I was not able to give it back once it was installed by their installer. So I have been with them for 4 years now and luckily I got a 6-month discount on my account because we are having many Financial issues and my son has been diagnosed over the past 3 years of having a brain tumor and seizures and when I first had him diagnosed and my wife had to quit her job I called ADT 3 years ago about this and they did not give a shit! When I told them we could not afford to pay the bill they said if I did not pay the bill they would take me to court and sue me. I have not had the cameras hooked up for 98% of the time we have had their service and that we are using the Google ring doorbell cameras but you better believe once we are close to the end of this 5-year contract we will definitely be looking to cancel, and I will never never never ever consider them or refer them to anyone without giving them all of this information first They are not a company that cares about family tragity, or loss of income! Both of which we had while under contract with them. Hey ADT, don't bother responding to this review because i could care less what you have to say unless it's to cancel the contract, but you have my phone number soooo. Keep in mind that all of this happened right around covid when everyone was losing their jobs and had no money and I was lucky enough to be working two days a week while my wife lost her job and then we found out our son had a brain tumor and had to start taking him to chop in Philadelphia. They were aware of all of this, and did not care one bit about our financial hardships for the tragedy we were facing within our family.
Reply from ADT USA2026-07-18
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’m extremely disappointed with my experience with ADT. My family and I are currently deployed, and our home has been leased to a tenant who is already establishing a monitoring service with ADT. I contacted ADT to cancel my monitoring service because my family is no longer occupying the property. Despite explaining that the equipment would remain in the home and that the new tenant would continue service with ADT, I was told that canceling the monitoring would require me to pay the remaining equipment balance in full. I was also informed that ADT charges a cancellation fee equal to 75% of the remaining contract. This feels unnecessarily rigid, especially since ADT is not losing the property as a customer. The service is simply being transferred to the tenant. Customers should be very cautious before signing an ADT contract, as canceling can be extremely expensive, even in legitimate circumstances. Based on my experience, I would recommend researching other security providers with more flexible cancellation policies before committing to ADT.
Reply from ADT USA2026-07-18
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 ADT customer for 9 years and had to terminate services due to financial reasons. I was charged and canceled the same day. They told me no refund was possible which I understand. However, even after cancellation I was charged again! ADT reports that this is due to cancellation in midst of a billing cycle which is not true.
Furthermore, ADT was pushy and rude several times trying to keep my service on.
Reply from ADT USA2026-07-18
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 should have looked into the reviews before stating with ADT. I have moved and i thought i was moved properly. Now its been about 6 months and i have been paying on two accounts and have called 3 times and they have ensured its taken care of. I got a refund back which is barely the least they can do. I wasn’t even given the option to move with the same equipment so i have to now pay more money to get the same stuff i have been paying for and haven’t had access to.
Now that i am getting the equipment and REPAYING for it all, their tech cancelled my appointment in the window they were suppose to come out. This whole experience with this company has been absolutely horrible and i would not recommend this company to anyone. If i could rank less than 1 star i would.
Reply from ADT USA2026-07-18
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.
For nearly four years, I would have recommended ADT without hesitation. Their technicians were professional, and I never had any significant issues with the service itself. Unfortunately, my experience when trying to cancel my service has completely changed my opinion of the company.
My original contract was for three years. After completing that obligation, I understood my account to be on a month-to-month basis. When I contacted ADT to cancel, I was informed that my contract had somehow been extended and that I now owed approximately $600 in early termination fees.
The problem is simple: ADT cannot produce any written agreement or recording showing that I ever agreed to extend my contract.
Instead, they repeatedly claim that I entered into a “verbal agreement.” When I requested a copy of that alleged verbal agreement or the recording, I was told that ADT would not provide it unless it was requested through a court order.
Think about that for a moment.
A company is demanding hundreds of dollars from a customer based on an agreement they claim exists but refuse to let the customer hear or review. If you’re confident a customer agreed, why refuse to provide the evidence?
I have asked multiple representatives to explain exactly when this alleged agreement occurred. I have never been provided a date, a recording, a transcript, or any documentation proving I authorized an extension. The only thing I have consistently received is a demand for payment.
As an active-duty service member, I explained that I intended to elevate this matter because I believe these practices are unfair and potentially predatory. I informed ADT that I was prepared to seek assistance through my Judge Advocate General (JAG) legal office, submit complaints through the Military Consumer Protection Portal, the Consumer Financial Protection Bureau, and other appropriate agencies if necessary.
To ADT’s credit, I was asked to give them time while they looked into the matter. I was told someone would get back to me.
That never happened.
I have still not received the promised follow-up.
I genuinely hope ADT resolves this without forcing further action because, until this issue arose, they had earned my trust over the past four years. I would much rather update this review with a positive resolution than spend additional time pursuing legal and regulatory avenues.
However, if ADT continues attempting to collect hundreds of dollars based on an agreement they refuse to produce, I will have no choice but to continue escalating the matter through the appropriate legal and consumer protection channels.
If you’re an active-duty service member, veteran, or military family, especially if you’re a junior service member on a tight budget, I strongly encourage you to carefully review any contract changes and obtain everything in writing. Based on my experience, I would recommend taking your business elsewhere until ADT demonstrates greater transparency and accountability.
Reply from ADT USA2026-07-16
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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