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.
Cancelling was a massive pain. Had to call in and basically have an agent berate me into trying to keep the subscription. Al the threat of cancellation magically made them be able to drop the rate to $19.99/month which really pissed me off. Will never go through them in the future.
Reply from ADT USA2026-07-16
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 never felt more deceived by a company than I did with ADT.
The technician initially quoted me around **$2,500** for the system. When I said that wasn't affordable, he "found discounts" and told me my total would be **$731.07**. I agreed because I believed that was the complete price of the equipment.
After the installation, he handed me a tablet to sign. He only showed me the section listing the **$64.19 monthly monitoring fee**, then quickly scrolled past the rest of the agreement and told me I was "just signing that I was here, did the work, and everything is working." Trusting what I was told, I signed.
A week later I received a bill for **$1,714.19**.
I immediately contacted ADT and learned that I had apparently agreed to thousands more than what had been represented to me. When I requested the system be removed because I felt misled, I was told I was trapped by an Early Termination Fee.
The customer service experience only got worse. One representative called me **21-22 times in about five minutes** after I ended a call. I filed a complaint and never heard anything back. Meanwhile, ADT continued calling me **2-3 times every day** demanding payment.
Eventually I was forced to put the remaining **$1,008.50** on a credit card simply to stop the constant collection efforts.
Whether this was intentional or the result of poor sales practices, the outcome is the same: I agreed to one price and was ultimately held responsible for thousands more after being rushed through paperwork that was misrepresented to me.
I cannot recommend ADT to anyone. Read every document yourself, don't rely on what you're told, and think twice before letting this company into your home.
Reply from ADT USA2026-07-16
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.
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.
I have tried canceling my service several times. I cancelled in May and then noticed money was still being pulled out of my account. When I called again on the weekend I was told that the correct department was not working on the weekends and that I would have to call back during the week. On Tuesday I called back and Tabitha confirmed that they did have my request but since I talked to the wrong department then a refund for the extra 2 months I was billed for would mot be refunded. When I stated that I felt like it was ADT's responsibility to send me to the correct department. She said there was nothing she could do except to cancel my service going forward. Wow image the MILLIONS of dollars this company is making a year by not sending them to the correct department when they want to cancel! I have never heard of a company doing this. Today they called and they were trying to get my services back. I told them never in a million years would I EVER sign up for Adt again! Please be aware of their practices if you decide to use this company for your home, security services!
Reply from ADT USA2026-07-16
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.
⭐☆☆☆☆ (1 Star)
This has been one of the most frustrating experiences I've ever had with a security company.
I signed up with ADT 11 months ago because I wanted a complete home security package, including cameras, alarm monitoring, and a smart keypad door lock that I could lock and unlock from my phone. Within just a couple of months, the smart lock stopped working properly. I could no longer control it from the app. At first, I considered it more of an inconvenience than a major issue, so I didn't immediately call to complain.
Unfortunately, that was just the beginning.
Since becoming an ADT customer, I have spent countless hours on the phone with technical support trying to resolve the issue. ADT has replaced my keypad door lock five different times, and after all of those replacements, they still have no idea what is causing the problem.
Instead of fixing the issue, their solution was to remove the lock from my system, give me a partial credit, and expect me to go purchase and install my own door lock—even though the lock was included as part of the package I originally purchased.
I found that completely unacceptable.
When I signed the agreement, I purchased a complete security system—not a partial one. I asked if I could cancel my service and move to a company that could provide a fully functioning system. I was told that because the rest of the equipment works, I would still be responsible for paying the remainder of my contract if I canceled.
I even asked a hypothetical question: if my cameras stopped working and ADT couldn't fix them, but everything else still worked, would I still be required to continue paying under the contract? I was told yes. Unless the entire system stopped working, I would still be obligated to pay for service even if a major part of the system couldn't be repaired.
To make matters worse, several technicians told me they would return on specific dates, but they never showed up. The only way I ever found out what was going on was by calling ADT myself.
This ongoing issue has also cost me money. I've had to purchase multiple copies of keys because the locks kept failing. There were numerous times we simply left our doors unlocked because we were tired of buying new keys while waiting for another technician appointment. I also purchased batteries five or six different times, trying different brands because I was repeatedly told the batteries might be the problem, when in reality the issue was the defective lock.
Now, after nearly a year of dealing with this, ADT expects me to research, purchase, and install my own replacement lock just so my family can safely secure our home.
The final straw came when a representative asked whether I had already scheduled an appointment to have their lock removed. I explained that I wasn't going to schedule a removal until I had purchased a replacement lock because, based on my past experience, their technicians frequently failed to return when they said they would. I refuse to leave my family without a functioning lock because of ADT's repeated failures.
I have been far more patient than most customers would have been. I've given ADT numerous opportunities to correct this issue over the past 11 months, but instead of providing a working solution, they've shifted the burden and expense onto me while continuing to hold me to a contract.
If you're considering ADT because of their smart home features, my experience should serve as a warning. A security company should provide peace of mind—not months of frustration, wasted time, additional expenses, and a system that never works as promised.
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.
The ADT system had false alarms from day one. ADT could not fix it and still forced me to pay them a subscription for 2 years (contract I signed), even though the system never worked. Total garbage. Hire anyone else if you need security.
Reply from ADT USA2026-07-15
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.
Very poor customer service: the wait time as very long, the agent was distracted, extreme noise in the background. I had to repeat my request 3 times, I had to explain what I needed several times. This is my 3rd phone call with the same results.
The legacy apps do not have any more adequate technical support. The new app does not work well with legacy systems . I am canceling my contract.
Reply from ADT USA2026-07-15
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.
We had a full ADT plus system installed by techs from Sacramento and it went down within 24 hours. We were given the run around via chat, sent from one team to another and the problem wasn't solved. The tech gave us his card and said call with questions or problems we did - again within 24 hours of the install he said "My supervisor won't let me come back. You'll have to call customer service and schedule a tech." When we did they said they couldn't get a tech out for 13 days!!! Horrible. We cancelled the service.
Reply from ADT USA2026-07-15
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 cancel my service I got a very rude person
I called to cancel my service I got hunh up on twice after waiting for at least 1/2 hour, then finally got someone and just wouldn't listen to me at all kept rambling on and on how much I would be losing out and can reduce my bill, I just did not want anymore. I waiting until my contract was completely up so there aren't any extra fee's after cancelling and she said you will get last bill in 30 days and hung up on me didn't even let me ask a question. So unprofessional and would never use them again. They refuse to want you to cancel. No wonder they have such bad reviews.
Reply from ADT USA2026-07-13
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.
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.
We have been struggling with ADT since 2024. When we signed the contract, we were sold a service with many promises, but as non-native English speakers, we could not fully understand all the contract details. Unfortunately, the important parts only became clear when we needed to make changes or cancel.
We already had a security system before ADT, but we were convinced to switch with many promises and incentives. After one year, our financial situation changed, and we contacted ADT to renegotiate because we could no longer afford the monthly payment. We were told that we could not cancel unless we moved.
In June 2026, we moved from our house to an apartment, so we called to start the cancellation process. The representative told us to wait because someone would call us back. After a week with no call, we contacted ADT again, only to discover there was no record of our cancellation request.
My husband then spent almost two hours on the phone, being transferred from one person to another, including a manager. Instead of helping us cancel, they kept trying to sell us more services. Eventually, they convinced us to accept a new system for our apartment, promising that our monthly payment would be reduced to $20.
When the equipment arrived, it only included window sensors that are completely useless for our apartment. We had just moved and never even installed the system. To make matters worse, we were still charged $69. When we called to ask why, we were told that the price would only be reduced to $20 after we installed the sensors—something that was never explained during the two-hour phone call. Had they been honest from the beginning, we would have insisted on canceling instead.
We feel exhausted, misled, and treated unfairly as consumers. We are being forced to continue paying for a service we no longer use because we no longer live in the house where the system was originally installed.
Our experience with ADT has been extremely frustrating.
We are writing this review in the hope that someone at ADT will actually read it and help us find a fair solution. We never expected to have this kind of experience in America. We believed that customers would be treated with honesty, transparency, and respect. Instead, we feel that we have been misled and left without real support. We sincerely hope ADT will take responsibility for our situation and show that it values its customers.
Reply from ADT USA2026-07-11
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.
Joey Sica, solutions advisor from ADT shows up at my door and tries to solicit their services, even though we have a big sign stating “ no solicitors” - he rings my door bell twice and continues to knock, so I finally opened the door and pointed to our sign and closed the door again and he would still not leave and try to talk through the door, then leaves his card on my door. Unacceptable! I promise you, you don’t get my business this way!
Reply from ADT USA2026-07-12
We're so very sorry to learn of the troublesome experience you've had! Please email our team at [email protected] with any information the representative may have provided you
ADT misrepresents its product, its service, and won't honor its obligations
I contracted with ADT to provide service for my house in January. ADT misrepresentated the coverage that they would provide my house (no window sensors without an extra cost), and left a mess of dust piles on my floor after installation. They provided a gift card through Safe Streets (their installation branch) that did not work, and they now claim is expired (the expiration date is 07/26, and their card failed in 06/26. Finally, their Nest Doorbell Camera failed several weeks ago even though it was installed in January. I contacted Google Home about the camera and followed their live customer service rep's instruction to remove the camera so they could examine it. When I did EXACTLY as they instructed and sent them a photo of the camera, they told me the camera was inoperable and that they were not responsible for the camera's failure even though its warranty expiration is not until January of 2027. They will not be replacing it. With all this incompetence, misrepresentation, and failure on their part, I have asked to be released from ADT's monthly contact, and they refuse. They are one of the worst companies I have ever worked with, and they are not accountable to their customers. I have filed a compain with our state's Department of Consumer Affairs.
Reply from ADT USA2026-07-11
We're so very sorry to learn of the troublesome experience you've had as an ADT family member. May we please ask you to email our team at [email protected] with a copy of your concern along with the full address/telephone number of the services.
ADT is nothing but a scam. The creepy, pushy sales people harass and manipulate new home owners into a service with free equipment. That was the turning point for me, I felt that the free equipment made the 70 a month for three years no matter what seem reasonable. I thought I'd have a security system. I ended up getting charged 2100 for my "free" equipment and every attempt to even discuss this or report what happened has been completely dismissed by the ADT customer service. My cameras aren't working, I don't know how they can keep charging for monitoring services when they aren't monitoring anything. My reports to them about the cameras not working have been totally ignored, the chat agent (Zoey) simply stopped replying when I said my cameras aren't working. Doubt that the sensors are either. Awful experience, more like being a victim than a customer.
Reply from ADT USA2026-07-11
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.
Do not use ADT, over priced and transferred several times when I asked to have my service disconnected. Customer service sucks!!! I give it less than 0 stars… all I want to do is cancel my SERVICE!!!!
Reply from ADT USA2026-07-11
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: A Parasitic Syndicate Weary Customers Go to Get Robbed
I came here fully prepared to drag this absolute trainwreck of a company, but it looks like the mountain of 1-star reviews beat me to it. The public verdict is unanimous: ADT is an unmitigated, bottom-feeding plague of a business.
The entire senior management team is so profoundly deeply entrenched up their own backsides that they’ve clearly suffocated whatever microscopic sliver of competence they once possessed. They don't just run a bad business; they run a professional circus.
Dealing with their customer service is an exercise in pure, unadulterated psychological torture. The frontline staff are powerless, brainwashed drones, and the management team consists of spineless cowards who possess zero autonomy to actually fix anything. They don't just fail to resolve issues—they look you dead in the eye, fabricate blatant lies, make empty promises they have absolutely no intention of keeping, and then gaslight you into oblivion when called out on it.
ADT doesn’t just take the low road; they live in the corporate gutter, actively thriving on deception, incompetence, and malicious neglect. They are, without a shadow of a doubt, the single most pathetic excuse for a company to ever exist. Good riddance to this absolute dumpster fire. It's time for this pathetic joke of an enterprise to go bankrupt and disappear for good. Bye bye, you absolute frauds.
Reply from ADT USA2026-07-11
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.
What a horrible company. I cancelled the service over three weeks ago. It took me three calls, since somehow the call kept going either silent or dropping, spending almost two hours on the phone and speaking to at least half a dozen people before it was cancelled. Added to the frustration their repeated efforts to talk me into keeping it and offering further discounts even though I was very firm and told them I was not interested. I find out today they charged me a little over 50% of what I am usually charged. I called and the lame excuse was that even though I cancelled over three weeks ago, it takes them two weeks to process the request, so they had to charge me half. I was furious! I let them know it was not my problem how long it takes THEM to process my request. Pathetic and sneaky. After speaking to a "manager", I was told I will be refunded.
Reply from ADT USA2026-07-11
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.
Our ratings by category:
Protection from home invasion: not rated - thankfully N/A
Technicians at the home: 4
AI phone assistant: better but difficult to reach human: 0
Security personnel: 4
Communication with human technical staff: each call at least an hour to reach someone. If you reach one then rating is 4. Often you never reach someone they promise to call back and 50% of the time they don’t. When this happens, the rating is 0. Yesterday I spent 2 1/2 hours four phone calls to discuss adding Google Nest Cameras to our system. No one ever called back and never reached anyone.
Reply from ADT USA2026-07-11
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.
Price is expensive, service is bad, and when you cancel your service, they say it won't take effect for 30 days. So you basically pay for an extra month of service you no longer need or want.
Reply from ADT USA2026-07-09
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.
Quite possibly the worst company I have ever dealt with. Our shop was broken into in Dec. 2025, and ADT did not notify us of the break in until ONE HOUR AFTER THE BREAK IN! AND THEY NEVER NOTIFIED THE POLICE!! We pay for the highest level of monitoring, and when I called to complain, the manager said 'oh well, we're a big company' and then hung up on me. We had to spend an additional $1600 to get all the equipment reinstalled, and since then, the system only sporadically works. We have called repeatedly, and because they are such a mess with their customer service, it usually takes 3 hours getting transferred between departments to get any assistance. They have no direct phone numbers for any of the departments so you can't even call directly! WE DESPISE this company and want to warn every single business owner out there to look for a different alarm company. ADT is quite possibly the worst company I have ever dealt with.
Reply from ADT USA2026-07-11
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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