Reach ADT Corporate Office Headquarters HQ 

ADT, Terrible customer service!! Lack of willingness to address service issues. I had my system for 2.5 years with no issues. In December 2024, I received a low battery warning then my system completely stopped working. I called customer service and asked for a technician to come to service my entire system and indicated I would pay for the service call. I am 77 and not familiar with the system. A technician came on 12/7/24 and replaced 1 battery (didn’t check anything else) and left in less than 15 minutes. Three weeks later, my system failed again. I contacted customer service and was told that they would send another technician at no charge. The technician came on 12/31/24 (Hosea McDaniel Tech# 352223) and did something with the transformer and backup system and got the system working again. However, he charged me $59 per instruction from his supervisor despite the fact that I was told by customer service that the call would be no charge. The system again totally failed 9 days later, and the control screen was totally blank. I again call customer service for assistance, and they agreed to send another technician no charge (3rd issue in just over one month). They scheduled a service call for 1/15/25 and again indicated the service call would be no charge. When the technician called to advise he was coming (again Hosea), he asked some questions, and I told him the control screen was completely blank, and I had no way of knowing what was wrong. I explained that I was getting frustrated with ADT and wanted the entire system checked and all batteries replaced if necessary. He contacted his supervisor who told him it sounded like an outlet issue, and he would not send the technician until I had the outlet checked. There are two plugs on the outlet (one being used by the transformer and the other open). I plugged in several items in the open plug and all worked fine. This is an outlet that has been used only for the ADT system. I asked Hosea for his supervisor’s name which he refused to give me. He said he would ask his supervisor for permission to give me his name and would call me right back. He didn’t call me back and when I tried calling him, my call went directly into his voice mail. I left a message to please call me back with no response (tried 3 times). Is This Typical ADT Customer Service? If so, then maybe I need to cancel my ADT service and go with another provider. I’m sure Vivint, SimpliSafe or Frontpoint would all be happy to provide me with reliable service!

ADT System Failure and Misleading Practices. Our ADT home system failed, and we were initially told it would cost over $700 just to get it working again. After numerous calls, we finally spoke to a reasonable representative and reached an agreement to pay an installation fee, which was completed. However, after the technician finished the work, he asked me to touch his iPad. I assumed this was to confirm the job had been done according to our agreement. Later, I discovered I had unknowingly signed a DocuSign contract for a new agreement at nearly double my original monthly charge—despite already having an active contract. This was completely misleading, especially since the contract form clearly states a customer signature is required and DocuSign is not allowed.

ADT, Trusted Neighbor Credit. They told me and emailed me that I was to receive this credit. On the date of installation, I had to leave, and my son was there. I thought the company was above board and would put the credit on the account. But they did not, I have called customer service 4 times and was told I would receive it and them no I was not getting it. Amazing how there advertisement says I am due this credit of $750. I will be contacting the better business burea on this.

ADT, A family member, who has been an ADT customer since 2009, recently had an issue with their main box malfunctioning and going off repeatedly. ADT sent a technician to replace the box and had them sign paperwork without clearly explaining that it was a new contract. The issue was equipment-related, so there was no need for a new agreement. This family member is 93 years old and now struggles to remember how to set or disarm the device or recall the passcode. When I called ADT to address the issue, they said the contract could only be canceled for over $800. They were not aware of signing a new contract, and this feels like a predatory practice. I’m advocating on their behalf and hope ADT will review and resolve this matter fairly.

ADT, We have had a problem with our Smoke, C02 and heat sensor for more that a year. We only can have it replaced if WE DO IT ?????? Where are the service techs????? I have called the local ADT 5 times and get the same response. We can send you a replacement sensor but you need to install it. That being said “what if the dang thing fails and my house burns down , ADT will say it is my fault. ” I am a 79 year old women and am not allowed to climb a ladder to replace the sensor.. Where are the techs that you had when I started with ADT many years ago. I guess you feel that everybody is capable to do you service work. Well I am not. I Need This To Be Replaced and ADT needs to send someone.