ADT Home Security Services

Horrible customer service. If anyone is reading this and trying to cancel services, press the option for moving. That’s the only way you’ll get thru to them. For being a security company and put on hold for 20 minutes and disconnected twice, absolutely ridiculous. We’ve been customers for 32 years. Do better!!!!!!

For over a year now I've been trying to solve what should have been a simple solution - receiving an email notification for when my ADT bill is due; it still does not happen - even after repeated calls. It appears they're trying to force me into automatic bill payments, something I'm not willing to do. Hence, I'm looking into going with one of their competitors, which is unfortunate since I've been with them for well over a decade.

Do not use ADT!! Their customer service is terrible. I've been a customer since 2021 and had one of my cameras go bad at the end of 2025. Not a big deal, that happens. Part of the contract said they will replace the camera with new technology if its outdated. The first technician came out on Jan 6 2026 and told me the camera was bad and he needed to order a new one. Totally fine with that. I had to follow up multiple times with customer service and it wasn't until March 24 did they finally come back out. Due to the height of the camera (over 20 feet) I was told I needed 2 technicians. On March 24, 1 person showed up without a camera. I asked where the camera was and he said he thought he was just servicing an existing one. No idea how the notes in the system don't translate to the technicians. I asked to talk to his supervisor. He said he would call from his van. He walked to his van and drove away. No call from the supervisor. Fast forward 1.5 weeks, we got a call from customer service saying a supervisor would call us because they can no longer service the camera. It is now April 8, 2026 and still no call from a supervisor. I will be finding a different provider. DO NOT USE ADT going forward!! If our cameras are too high, why did they not notify us of a change in policy? We should be grandfathered in. A good business would honor the original contract. ADT is NOT good, stay away!!

I am writing to formally express my profound disappointment and disgust with the level of service, or rather, the complete lack thereof, that I experienced on Wednesday, February 18th, 2026. I want to be clear that this correspondence is NOT written out of a fleeting frustration. It is written after considerable patience, loyalty, and what has now become a third (3rd) instance of inexcusable conduct on the part of ADT and their respective representatives.

For years, I have been a proud ADT customer, and I have spoken highly of their customer service representatives and their technicians, and I have trusted ADT to protect what matters most to me. That trust, unfortunately, has been severely damaged for the reasons set forth below.

On the aforementioned date, I re-arranged my entire work schedule around an ADT scheduled service appointment, waiting faithfully within the designated four-hour time window beginning at 1:00 p.m. I took time off from work to be present, time that translates directly into lost income. I made this sacrifice because I respected the appointment and expected the same respect in return. Unfortunately, that respect never came.

The technician (name withheld) did not show. More troubling still, the ADT technician did not have the decency or professional courtesy to call and advise me that he or she was delayed or occupied with another job. Instead, I received a voicemail at approximately 4:31 p.m., after waiting for nearly three and a half hours, informing me that my property could not be serviced. This is not acceptable under any standard of professional conduct, and ADT should be ashamed of it. Moreover, what makes this situation all the more infuriating is that this is not an isolated incident. This is the third (3rd) time I have experienced this very same failure in communication from ADT. Three times, I have been left waiting. Three times, the communication that any reasonable customer deserves has been absent. At what point does ADT acknowledge that a pattern has developed and take meaningful action to correct it? ADT was once synonymous with reliability and professionalism. Regrettably, based on my recent experiences, those qualities appear to have eroded. The meaning of customer service and the basic principles of professional courtesy seem to have been forgotten somewhere along the way.

As a result of ADT’s unprofessional and substandard behavior, I am now actively considering taking my business to another security provider, specifically, one that values my time, my income, and my loyalty. I sincerely hope that ADT will take this matter seriously, investigate the conduct described herein, and respond with a concrete plan to make this right. I deserve no less, and frankly, neither does any other customer who has placed their trust in this company.

Their system has not worked properly in the last 10 years. Stay away from this company.

my experience with adt was great until i had to cancel
the man on the phone LAUGHED AT ME when i tried to cancel my service

LAUGHED

i was thinking of going back to adt once i can afford it but at this point i think i'm just done

i'm gonna get a pit bull instead. at least the $69 a month won't go to waste AND i get a companion!

ADT was recommended to me from my mortgage company. This was the worst decision I’ve ever made. After dealing with ADT customer service and their panel no longer working where I couldn’t arm my security system, I wanted them to replace the panel. I had 3 different appointments and all 3 they couldn’t fix it. I asked them to remove it and they did. Now I find out I had a contract so I want them to put it in since I’m paying for it. I took a Saturday off of work making money to have them install it and they come and have no parts to do so. ADT is single-handedly the worst customer service or security system company hands down. Every interaction I have with the call center has been negative and I haven’t gotten a straight answer from anyone in the office. If I had one recommendation I would recommend never using ADT.

ADT not honest at all. We moved twice had them come with us to each place. We move a lot. But they said we wouldn't have to pay for certain things and we did and they raised our bill by $75. Now we moved again and don't want to have their service anymore since we don't need it where we moved to. They are saying we were told it was a three year commitment... Now why would I sing a three year commitment if I have already moved twice in two years? They never told us about the three year commitment. They are saying they did so now they are charging me like $1600 to cancel. After already over charging me. I highly recommend looking into a more trustworthy company. Very disappointed

Great customer service! When I called them to cancel service because I was unemployed, they worked out a payment for me. Thank you ADT for your world class service. I have peace of mind and feel safe.

Use to work for them. They are a major sales force for ADT. They use "Protect Your Home" as the name, but sells out of a company called "Defender". Confusing right? But either name you see whether ADT, ProtectYourHome or Defender, run fast as you can. They are scammers and use deceptive sales techniques to trick customers into paying high cost for trashy service and products. We were literally told to lie to the customers to get them to have a tech come to there home and once their you are basically harrassed to high heck to buy each and every product they have whether you need it or not. Scare tactics, high pressure selling, omitting of information, yoy name it they will use. I say try another company altogether. What they do should be illegal.