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.
18 years.... We had Brinks but, it was soon swallowed up by ADT for 18 years and, we were fairly happy with it until recently. Phone lines in our area are being changed to digital and, apparently they interfere with the communication to our old ADT system. This caused the panel to beep with errors more frequently. When I called, they told me that we would have to upgrade our system to digital to avoid the communication errors and it would be almost $1000.00.... Then, he proceeded to tell me how lucky I was to get that price.. Okay, so we're also moving soon and, not taking it with us so- this would basically be a mega-gift to the next owners. Fun fact- I'm not into just burning money or being treated like an idiot. Not being a moron, I was staring directly at the prices on the screen in front of me for new customers and was getting angrier! On average, almost half for new customers... As a General Contractor, I can install any system (even retail) for a third of that but, (less than 1/4 at cost because digital is cheaper) the point was, they were being indignant and abusive with their newly acquired monopoly here in California. After confirming a strategy with my wife, we decided to install another Simply Safe at this property as well, and cancel with ADT. Cancelling was just another excruciating experience!!! The AI assistant is a complete roadblock- and even has an attitude when you want to cancel. It will try and coerce you into any other action's than that!! You can't cancel on line or, 24-7 (like you can for signing up or adding upgrades etc.) but - 8-5 M-F EST. The staff (when you get to them) is exactly the same... After many incoherent boiler room attempts to coerce or derail you, even when you've nicely made it clear that you simply want to cancel, they turn on you like an emotional unstable gold digger when you go broke- the attitude goes very sour and are done with you..
Do yourself a favor, do your research. There are better, cheaper and easier systems out there that the layman can do for themselves now.
Most of all, you won't support a thankless monopoly for decades that gives you the finger on the way out- Thanks for financially helping us build this too-big-to-fail mega-corp for almost two decades - We're going to overcharge you 400% for a wireless, double-sided tape installation, and then tell you that are lucky to have it- while giving the majority of discounts to some new faceless, numeric rubes...
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.
Would rate less than 1 star if possible. Tried to go to paperless billing so I don't receive paper statements; UNABLE to find out how. Tried to use Help Center, but Help Center NEVER came up. Tried to us CHAT, but again did not come up.
VERY FRUSTRATED with ADT and will probably find another service.
Reply from ADT USA2026-07-08
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 was an ADT customer for over three years. During that time, I was told that once my contract was completed, the equipment would be mine. What I was not told is that after canceling the service, almost all of the equipment would become unusable.
Once my service ended, the outdoor cameras, doorbell camera, garage door control, thermostat, and other smart home features were completely deactivated. Even though I owned the equipment, I could no longer use it because everything was disconnected from the system.
I wish ADT had been more transparent about this from the beginning. Customers should clearly understand that owning the equipment does not necessarily mean they will be able to continue using its smart features after canceling the service. That was very disappointing.
Reply from ADT USA2026-07-08
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 would give ADT 0 stars if possible. I originally contracted ADT in May of 2023. After a fire at the house, I called to have my service transferred to the apartment. They canceled the previous contract and agreed to a new contract for 12 months. I never agreed to anything longer. When the tech came to install, he said that he could not use the old equipment, that I would need new. I specifically asked him if it was included and he replied that it was. After installation, he asked me to sign something on his hand-held device. When I questioned it, he assured me that it was just to acknowledge that the equipment had been installed. This will be important later in the saga.
When I first called in the beginning of October, 2025 to cancel the service at the end of the contract that I agreed to, they claimed that I had a 36-month contract. Apparently, what I signed on the day of installation was not simply an acknowledgement of installation, but a new contract. This was never disclosed to me. I have called again and again trying to resolve this. Every time, it gets “escalated” and then I never hear back. Finally, in June, 2026, they canceled it but now somehow my account is past due?? When I called again on June 30th, I spoke with someone in account management who assured me that those charges would drop off at the end of the billing cycle for which I had already paid (July 5th). They have not. In fact, they have already sent those fees to collections.
Bottom line is, I never agreed to a 36-month contract. The tech blatantly lied to me regarding what I was signing. I have already filed a complaint with the BBB and plan to file with Consumer Affairs.
I am not the only one with this issue. There are many, many similar complaints across BBB, Yelp, and other platforms. So I guess this is standard practice.
Update: everything has been resolved. I appreciate that but it should not have been so frustrating.
Reply from ADT USA2026-07-09
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.
Have had ADT since 2020, we did one move in 2023 and the service transitioned over with no issues. However, when we were moving at this point we had a second account already set up on the new property and they will not forward the account. So they are charging a $1000 cancellation fee since the contract is still on for two years. Honestly a predatory practice of a long contract for a simple service. The other issue was a sensor that went bad that took two weeks and several phone calls to get replaced.
Reply from ADT USA2026-07-08
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 have been on the phone with ADT FOR 2 HOURS, 3 TIMES THIS WEEK
I have been on the phone with ADT Customer Service for over two hours just trying to cancel my service and update my mailing address—for the third time.
During that time, I was transferred six times and disconnected four times. This has been one of the most frustrating customer service experiences I've ever had.
Based on my experience, I cannot recommend ADT. I sincerely hope they improve their customer service because no customer should have to go through this just to make a simple account change. Absolutely unacceptable.
Reply from ADT USA2026-07-08
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.
WORST EVER. They have been charging me for a cancelled account and are refusing to refund the payments. I called and cancelled and they are trying to get out of it by saying I did not follow up for the cancellation. They do not require a written cancellation so they are acting like they never got my verbal one so they don't have to pay me back.
Reply from ADT USA2026-07-07
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.
I have been with ADT for 15 years. I went with them for their name recognition, thinking a bigger company would take care of its clients. Big mistake. ADT farms out its services to smaller operations in your area. There is a lack of communication between the huge corporation and its subsidiaries. You are better off going local with service.
On Friday, 4/3/26, my business was broken into. ADT sent out a response, and the criminal was caught. Unfortunately, the criminal was laughing in the back seat of the patrol car because he knew he would be let out, and the police officers confirmed it. My unit was in a compromised state with physical security, and my alarm system was broken by the criminal. I requested at 9:30 AM for ADT to send an emergency technician out to repair the system, agreeing to pay for the emergency service. They agreed to send someone out. Then somehow ADT canceled the service on their own. I did not know this until I followed up at 6 pm when the tech was supposed to be there. I rescheduled for them to send the tech, then ADT promised the tech would call me to confirm the time of arrival. I never got a call back. ADT does not have a relationship with the smaller companies to know whether they will send out a Technician. They make big promises but do not follow through. I finally got a call from the local company servicing ADT clients at 9:17 PM saying they "cannot reach the on-call technician". and they will not be sending anyone out. I am now stuck in a 5yr contract paying for services I can not rely on. I will be leaving ADT and paying for another company I can rely on. ADT is like a Phone Company, hard to get out of a contract. Do Not Use ADT!!!!
Reply from ADT USA2026-07-07
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.
The tech came out...2 zones still not working after he convinced me to buy 275 in batteries. Furthermore they have been charging me 27 dollars a month for cameras that were never working for THREE YEARS...not charging now but pretty much 800 bucks out the window. Avoid this company..I was sweet talked into continuing my service and they would make everything right. Nope...just stuck with this horrible company for 2y and 11mos...I repeat....AVOID THIS JOKE OF A COMPANY!!!!!
Reply from ADT USA2026-07-07
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.
Doesn’t work half the time and you have to pay thousands to get out of the contract. Customer service are literally evil. Just get dogs and guns.
Reply from ADT USA2026-07-06
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.
I am extremely disappointed that ADT chose to partner with Google. I do not like the Google Nest system at all. It consistently fails to record or capture important footage. For example, it rarely detects the raccoons on my porch or the commotion coming from my neighbor's property, while another camera I own captures all of the activity without any issues.
I also have serious concerns about the reliability of Google Nest because it appears that footage is missing or being deleted. This has caused me to lose confidence in the system.
Had ADT disclosed that its security system relied on a partnership with Google Nest, I would never have purchased your services. I expected a dependable security system, but my experience has been extremely frustrating and disappointing.
Reply from ADT USA2026-07-05
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.
Recently had to call ADT for yard signs. got an AI agent to help. The AI agent was able to take care of my request quickly and promptly and spoke clear english. Worked better than live offshore customer service. Go AI !!!
Reply from ADT USA2026-07-02
Thank you for the five-star review and for being the best part of the ADT family!
ABSOLUTE WORST COMPANY! ADT and Safestreets completely screwed me over and left me with an astronomical bill after canceling service. We recently moved out of our house and I called ADT to cancel the service. ADT transferred me to Safestreets because apparently that’s who our contract is actually with. I was charged over $1,000 to get out of the contract, which I paid. I was never transferred back to ADT after cancelling my contract. The day I moved out of my house, Safestreets called me (mid-move no less) to tell me my ADT account is still open and active. The rep transferred me to an ADT rep, who after sharing the issue with him said to me, “what’s Safestreets?” I immediately hung up and finished my move. I called ADT the next day and finally talked to someone somewhat competent who then told me they can’t cancel my account for another 30 days! Additionally, before deciding to cancel altogether, ADT tells me I should take all of my equipment with me from my home or I’ll be charged for new equipment if we use them in our next home. Meanwhile my realtor is telling me we shouldn’t be doing that because it’s always considered part of the sale of the house, unless specifically excluded from the sale, and then encouraged us NOT to exclude it since it is not a common practice. Which begs the question why would ADT ever require equipment be moved knowing full well it’s not a common practice? I will NEVER USE ADT AGAIN! I will also deter everyone I know from ever using them as well! We only had them for 6 months! Their business practices are criminal.
Reply from ADT USA2026-07-02
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 I could give zero stars, I would. My experience with this company was extremely disappointing. The customer service was unprofessional, and there are plenty of other home security companies that provide much better service.
When I called to cancel my service, I was repeatedly transferred from one representative to another. Each time, I was placed on hold for more than five minutes, making the cancellation process unnecessarily frustrating. After being transferred multiple times and spending so much time on hold, I eventually had to hang up because I simply couldn't wait any longer. It felt like they were intentionally making it difficult to cancel.
On top of that, I was charged for items and services that were not included in my contract. Overall, this was a very negative experience, and I would not recommend this company. Save yourself the hassle and choose another home security company.
Reply from ADT USA2026-07-01
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 was going to leave an exceedingly poor review for ADT, but see that it is not necessary as that is the only kind of reviews they already have. Will never consider using or recommending ADT in the future.
Reply from ADT USA2026-07-01
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 decided to go with another provider and let the ADT rep know politely. Instead of accepting that, he kept pressing me with more questions rather than taking no for an answer. He claimed the other company had "twisted my arm," which wasn't true. When I mentioned they'd lowered their price, he accused me of using him as leverage and made a comment about getting "good karma." It came across as pushy and unprofessional. A simple "thanks, good luck" would have left me with a much better impression of ADT. The offer itself was competitive, but the high-pressure response to a no is the reason I'm writing this. I even mentioned that in the future I might reconsider. I will never consider ADT now.
Reply from ADT USA2026-07-01
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 not recommend ADT based on my experience.
Before signing my contract, I clearly explained that I was living in a rental property and specifically asked whether I could transfer my equipment and service if I moved. I was assured that it would not be a problem. That promise was a major reason I agreed to sign the contract.
When I moved and attempted to transfer my service, I learned that what I had been told was not true. I immediately requested to cancel my account because I had signed the contract based on inaccurate information.
Instead of honoring my request, ADT repeatedly tried to convince me to purchase a completely new security system and start a new contract. I explained my situation respectfully every time I called, but I felt like no one was willing to listen.
One representative even told me they did not care what the salesperson or technician had promised me. They said the only thing that mattered was that I had signed a contract and was responsible for paying for the full five-year term. That response was extremely disappointing and unprofessional.
To make matters worse, ADT continued charging my account for over a year while I was no longer receiving monitoring service. Despite multiple attempts to cancel, I was met with excuses, transfers, and delays. The cancellation process felt intentionally difficult.
I expected honesty, transparency, and fair treatment. Instead, I felt misled during the sales process, ignored when I tried to resolve the issue, and continued to be charged for a service I was not receiving.
My advice is to get every promise in writing and carefully review the contract before signing. Based on my experience, I cannot recommend ADT.
Reply from ADT USA2026-06-28
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.
Your better off connecting to your on system via Amazon to monitor homes.ADT is costly insecure inconvenient inconsistent service. This the biggest scam of a security system in the USA!!! All of my cameras are off line I switched the WiFi since they blamed that and now I have to pay someone $$$ to reset it because inconveniently they have GoogleNest camera information place on the back of devices so it such a headache and unsafe place and task for you to do . I almost fell to my death from a window trying to find a code press a reset button to make a simple change to WiFi. This is sooo ridiculous. They aware and know exactly how to prey on consumers and families. Thais a company NOT to be TRUSTED. Fidelity trust and service is a zero stars. Only .5% can and will uphold a standard.
Reply from ADT USA2026-06-28
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.
It took me awhile to get to a live agent due to a stubborn AI that tried to help but could not help me with my issue logging into Google Home on another phone. Finally after one hour of talking to one of their techs over the phone and they were not able to resolve the simple problem of resetting my password, I was compelled to have one of their techs to come over with the $59.99 diagnostic fee. When the tech guy came, he told me that other than the diagnostic fee, there is a labor fee of $140/half an hour.
I told him that since it is a system problem he should not be charging us for the labor fee. He said it’s considered a labor for the password he just simply reset that only took a minute or two. In short, they charged me a total of $203.41 for simply resetting my password to login in order to view the cameras on our new phone. That said, I can’t wait for the contract with them to be over with.
Reply from ADT USA2026-06-28
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.
To my knowledge, I have never written a negative review such as I am about to share. But, ADT has exceeded my tolerance for poor service! No details necessary except to say that after many years (in 2 states and 2 different addresses) of being a loyal customer, I will never enlist ADT services again! There is no security in what they provide. From now on, I plan to rely on our neighbors. Afterall, they care about us (ADT cares only about our $$$) and our neighbors do a better job of helping to protect us and our property.
By the way, did I mention that I cancelled my service on June 3rd, was told it was cancelled as of June 13th because of the billing cycle and then received a bill for a a month’s service to cancel the service.
So, if you see something, call 911, NOT ADT!
Reply from ADT USA2026-06-25
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.
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