By Lauren Anderson on September 2, 2026 Verified by Google

I have been an ADT customer on AutoPay and have consistently held up my end of the agreement, but the handling of my recent doorbell camera issue has been extremely disappointing.

I contacted ADT because my doorbell camera was not working. I went through multiple remote troubleshooting calls, including one that lasted approximately two hours. During that process, I repeatedly expressed that I was uncomfortable continuing to manipulate the wiring myself. After the remote troubleshooting, the wiring was no longer functioning properly, and I was told ADT would file a claim because the damage occurred during the remote service process.

I was given a job number and told the matter would be expedited, that an electrician would be sent out, and that the doorbell installation would then be completed. Weeks passed with no resolution. I made multiple follow-up calls and received conflicting information, repeated holds, and promises of callbacks that did not happen.

Eventually, a manager named John contacted me and advised that ADT now needed to review the recorded troubleshooting call to determine whether the wiring damage occurred during that session. This was nearly four weeks after the issue began, despite the fact that ADT had already created a claim and documented the matter.

John told me the review would take two business days and that I would receive an update. The update I ultimately received was simply that the claims department had supposedly contacted me and sent an email. I received no such email, and more importantly, I still was not given the actual determination of the claim, the repair plan, or a timeframe for completing the work.

I also submitted a formal written complaint to ADT Customer Care and requested both resolution and an appropriate account credit. I have not received a substantive response to that complaint.

At this point, the issue is not simply a broken doorbell camera. It is the lack of ownership, follow-through, and clear communication after weeks of calls and promises. I should not have to repeatedly chase a company for an answer to a claim it created regarding damage that allegedly occurred during its own troubleshooting process.

I am still waiting for ADT to provide the actual outcome of the claim, explain who is responsible for completing the repair, and give me a concrete timeframe for resolving the issue.

By Casey Clark on July 21, 2026 Verified by Google

Absolutely terrible customer service. System has been nonfunctional for over six weeks, yet was billed—and had credit card charged over $500 the same day—for service that never actually resolved the problem.

I've had six different service visits, with a different technician each time for a non-functional service. None of them seemed familiar with the history of my case, they frequently arrived without the necessary parts, and the issue remains unresolved. It has been incredibly frustrating to watch technicians repeatedly troubleshoot the same problem without making any meaningful progress.

Trying to reach customer support is just as bad. Calls are routed through an AI phone system, it's nearly impossible to reach a live person, and my calls are frequently disconnected before I can get help.

After six weeks, six service calls, and hundreds of dollars charged for a system that still doesn't work, I cannot recommend this company. Save yourself the frustration and choose another service provider.

By Ashley Ross on March 12, 2026 Verified by Google

I would give zero stars if it would let me, as my husband just experienced the most bizarre encounter with a salesperson and supervisor from ADT.

The salesperson came to our door, and my husband told him that as I am traveling for work, he would be unwilling to make any decisions without me present. We make all of our financial decisions as equal partners in our relationship, and have been actively discussing our plans for added security. The salesperson still asked to come inside to offer a quote, but after the numbers were given, my husband reaffirmed that his wife would need to be present for any decisions. He did the typical pushy sales tactic of " what needs to happen to get you to sign today?" spiel, which as someone in sales myself is a major red-flag, and he reiterated "if my wife was here."

Then, the sales person called the supervisor and this is where it really went off the rails. The supervisor started hounding my husband about why his wife would need to be part of the discussion, and asked if we also discussed our internet and streaming plans (uhm, yeah, we do, like responsible partners that share financial obligations should??). To be honest, as someone in a male-dominated field, I could smell the implication that home security is a "man's responsibility" from all the way in Austin. Gross.

My partner wouldn't budge, bless him, and then he mentioned that we were considering non-cloud based options anyways. The SUPERVISOR then said "those aren't real security systems and someone could break into your home and MURDER you and all you would have is video" - I'm sorry, WHAT? I have never, in all my years, ever heard a supervisor trying to sell a product saying something so heinous. My husband quipped back "it sounds like someone could do that with ADT, except then I'd also be out $75" - the supervisor did not like this and told the salesperson that we "are blacklisted from ever signing up with ADT and will have to pay over $2k up front if [they] ever want the service".

This is WILD behavior from a company that came into OUR HOUSE to sell us a service. Don't worry, sir, we've spoken now and I will be sure that our friends and family who seek new security systems also discuss with us first. Desperation for sales is obvious, and customers can smell it on you. It won't increase your numbers.

By gr bl on February 24, 2026 Verified by Google

When considering home security options, I strongly advise against using ADT services based on my year-long experience. Throughout this time, I've encountered persistent issues that reflect a troubling lack of integrity and customer support.

My journey with ADT has been marked by deceitful practices, including unexpected charges and services that fail to perform as promised. Each attempt to resolve these issues has resulted in frustrating experiences where customer service representatives provide no tangible assistance. Instead, calls are often transferred randomly, leading to a continuous cycle of confusion and dissatisfaction.

Moreover, despite my efforts to share my concerns through multiple reviews, I have observed that many of my comments have been removed, raising questions about their commitment to genuine customer feedback.

In summary, my experience with ADT has been overwhelmingly negative, characterized by ongoing frustration and inadequate support. I urge others to reconsider their choice in home security providers. It is crucial that we hold companies accountable for their practices and advocate for better service standards in the industry.

By Karen Tex (Karentex) on November 13, 2025 Verified by Google

The service itself works great. When I first signed up, I didn’t realize that they were charging me $1500 for the equipment on a credit card and then I had a three year contract at $75 a month. My three year contract is up. I called them to get a discount and was offered five dollars off a month. I will never have anything to do with this company again. The equipment is proprietary so it’s Hard to find someone else to take the monitoring over. But I found very highly reputable, security monitoring companies That are the four to $500 range on the equipment and then $20 a month. So I save money the first year to switch .