We have been struggling with ADT since…
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.