ADT Security

Yesterday a technician came to my house to replace some batteries. He was a througher gentleman,very courteous and kind ,his name was Tony, he has been to my house previously. Then the other two technicians are Johnthan & Peter they have also been fantastic,& are an asset to the company ,but sorry to say the subcontractors are not so plesent.

We have been a customer of ADT for a few years now, the initial outlay was $250.00 to install the alarm system with an ongoing fee of approx $15/month. Over the years the $15 fee has risen to $37.96/month. The actual monitoring of the home is very good if an alarm is triggered we are contacted immediately to see if it’s a real emergency or not!… Read more

(Especially if it’s a smoke alarm which has gone off on numerous occasions) therefore, I feel very safe with this side of ADT.

Where it all falls down is the cost of services or repairs to the system which is an absolute rip-off…for example for a service call out it’s $122.00 for every 15min, plus repair parts that are 100% unrealistic…siren battery $97, new key pad panel (this is used to set your alarm) $675.00. We recently had a quote for over $1000,00 to fix a few issues! Adding to this only 2y ago we had the siren battery replaced & it needs replacing again, they don’t have any warranty on these. Our system seemed to work well for the 1st 5-6y since then it’s constantly breaking down.

Personally I would shop around & see what warranty they have on their products before purchasing & get it in writing. The actual security service is excellent with ADT but the ongoing cost & repairs are next level ridiculous! Once our system is no longer working or too much outlay to repair we will pull the pin & look into other options.

DO NOT USE THIS COMPANY. The customer service and after sales support is non existent! During purchase, they don't reconfirm the entire suite of sensor that is included and invoice comes after install so you cannot see it written down anywhere. Also, they don't clarify that the system needs a PowerPoint plug, no wire running from roof. That is… Read more

extra and not included in the quote. Biggest scammers.

On the day of my install I find out that I have been charged for an external siren however, I did not want it installed. The tech took it back and returned it to the office. There is no liaising between service team, sales and invoicing team. This was not reflected on my invoice. To get my invoice updated, I had to call multiple times, false promises to call back and . Customer service is very bad after purchase. Highly recommend to not go to ADT.

After fighting with ADT, I got $150 back for my external siren as this was not confirmed at the time of purchase.

There are better alarm systems out there.

Since having the help of Dan, Operational Manager and Dennison the CEO, I am very pleased with the service at ADT. They listen and help and will follow through if/when needed. Thank you Dan.

Service – Thank you to Jonathan from ADT Brisbane he attended our house to correct one of the camera's and to make sure we were happy with our system and service and made sure it was working before he left. Thank you Jonathan Currently updating my post as we can not get anyone to help us have the system send us notifications while we are away. Someone help please

3G Upgrade & Service – ADT are ceasing 3G communications at end-August and are quoting the exorbitant price of $600+ to replace and programme a $50 board. Whilst still accepting monthly direct debits they have just written to me advising the monitoring has been disconnected. After 10 years of patronage their service is a disgrace. Show details

Really awful customer service. They sent me an email saying they owed me a refund . I rang them to discuss the situation and I told them that they didnt owe me anything. They insisted that they did and asked for my bank details, which I sent. This still has not been resolved since Feb 2024. Show details

I cancelled my review because I realised that it was stated in the contract that my CCTV would roll into a service contract after completing 60 months of payments. Unfortunately, this was never explained to me at the time of signing, and it came as a surprise. Important advice: make sure you read all the fine print carefully, confirm everything… Read more

in writing, and keep copies of emails and documents for the entire term of your contract.

ADT followed up on my concerns promptly after my review. I admit that I should have done more homework beforehand, but I appreciate that ADT addressed the issue quickly and have offered 5 months of free service going forward.

Do not use!!! I was ignorant at first, I didn't know what was around, I was recommended ADT by a corporate company who said I get a special discount. It cost me 3k to install, and now $149 a month for 3 years. I have had someone else install more cameras outside and nothing up front just $100 a month for 5 years, keep in mind that is 7 cameras,… Read more

Amazing quality footage, with sound, 1 fish eye camera, (I don't Recommend). Yes that will be 6k over 5 years but better than ADT 3k upfront $5,364 over three years. You live and learn. The ADT contracts was a little confusing and I clearly misread them, it showed all the expenses but didn't specify that some was to be paid upfront, I thought it was all included in the monthly bill.

Beware—read every word of your ADT contract before you sign, because this company will exploit any fine print they can. After 10 years of loyalty, I tried to cancel and was told by representative Kerwin that I still owed two more years on a five‑year agreement I never knew I’d entered. He refused to help unless I “moved” the service or paid an… Read more

outrageous early‑termination fee.

I was then shuffled to Stacy in collections, who spoke over me, ignored my concerns, and quoted a completely different payoff amount—all while other agents chatted loudly in the background. The message was clear: ADT cares more about squeezing money out of long‑time customers than providing honest support.

We’ve already paid off the equipment, yet ADT still holds us hostage with hidden terms. Read your contract carefully—ADT’s tactics feel like a scam. I’ll never use them again and will warn everyone I know to steer clear.

We sold our home which had an ADT security system installed for 18 years. We moved interstate but have not bought a new home. ADT informed us we have "breached" our back to base contract by selling our house and will be billed for the remaining 18 months of BTB monthly payments amounting to over $300 even though we no longer have access to the… Read more

system or ADT service. That is unacceptable practice and a disgraceful way to treat a long term loyal customer. You can be sure we will NOT deal with ADT again.

Our ADT system failed tonight. We called customer service and oh hell, talk about a lesson in terrible customer service! They demanded we pay $273 for a technician to come out to fix their fault! We will be making formal complaints against this extortion and horrendous service. We have been with ADT for seven years. Avoid them at all costs - when you need them they turn their backs. We are switching providers tomorrow.

Dreadful avoid at all costs – Terrible customer service. Very push sales people who sell you a false narrative. 3 months to respond to a complaint but not actually deal with it.

Worse marketing strategy – Sick and tired of their marketing. I don't know how they got my email address and they send me at least one email every single day. Blocking the sender doesn't help. They come from different email addresses trying to sell ADT services.

Very bad – Fraudulent service, no records of contract all voice, cannot provide a copy of voice records, will not stop service without charging hundreds (after having service for 3y). Had to call bank to block them taking money which they still took over 800 for cancellation, now there is a dispute with the bank to get the money back as we didn't authorise… Read more

it and they cannot show we are under contract. This company will take advantage of elderly people and they need to be stopped. Also as a test I unplugged the service it took them 24h to send me a msg saying service not connected. Too bad if an emergency this could of been life threatening. I warn everyone do not use this service they are very bad.

Dop Not Deal with this company – I signed a 3-year agreement with ADT. Monthly monitoring fee was twice what local companies charged, but I thought it would be worth it. I could not have been more wrong. Two years in I started having issues with sensors triggering in the middle of the night for no reason. I spent literally hours with customer service (mostly on hold). Had three… Read more

technician visits. They kept replacing sensor and a few days later a different one would trigger. Basically the system was unusable. I cancelled and spent $2K to replace it. I only asked ADT to waive the early termination fee, to which they really had no entitlement anyway, and they refused.

Poor service – Their first class web page, videos and promises certainlty doesn't reflect the poor service that I received. First call was to come out to inspect and report faulty Bosch motion sensor. No problem. Some six weeks later a second call out to install the new sensor. The second technician had no idea how to connect the new sensor to the control… Read more

panel and spent close to a good hour on the phone for help. It took a third visit (the first tech) to sort out the issue. The whole time the meter was running of course. After receiving their ridiculous account, I argued my point and after several emails and calls, came to an agreement and paid. Now still being hounded for the remaining amount. Thanks ADT.

ADT Security rip off – If I could award minus stars, I would. I have been with ADT since 2000 and I have seen this company go so far downhill, they are now at the centre of the earth. They charge the earth for a computer-monitored service and do nothing for their money. In addition, earlier this year, I was notified that the equipment they installed and previously… Read more

maintained, is now mine and I must pay whenever it goes wrong. They maintain they have a call centre in Australia, but everyone I have spoke with has a foreign accent - Indian and Filipino. Well, things did go wrong. ADT sent out a service person who didn’t know what was wrong and he decided a new power pack and a new battery was required. There was nothing wrong with either of them at a later date, and it turned out the new battery was faulty so another call out and a new battery and then the annual service which is supposed to be included in the monitoring charge. Some weeks later an invoice arrives charging me $656.77. I nearly died of shock. I immediately contacted their customer department, lodged a dispute and heard nothing. This has been ongoing since then, with me providing information in writing to ADT and ADT doing absolutely nothing except threatening to disconnect my monitoring system unless I pay this account. I have done everything that ADT asked of me but they appear to refuse to investigate. This is bullying and coercion. I have paid $315.64 which I believe is the correct charge but I will NOT pay the balance. For those who are interested ADT charge $171.35 plus GST ($188.49 GST inclusive) for exactly the same battery, made by the same company that retails GST and postage inclusive for $51.99. What a rip off. And the call out charge is $198.54 plus GST ($218.39) and then they have the audacity to tack on other service charges @ $55.79 plus GST. This if ripping off people. To anyone considering going with ADT - forget it. It is an expensive waste of time and effort. Get yourself one of those security systems that you can manage yourself through your phone because ADT wont do anything if you get broken into because you are dealing with a computer not a real monitoring system, and you could invariably get the Police to your premises before ADT had even noticed there was a problem. And you will save yourself heaps of money.

Operators are busy & No response to e-mails for a week – For the last 1 week, my family & I are experiencing 'Radio Not Responding'. After numerous calls which no one picks the phone as their operators are busy, e-mailed them. Email was responded but no action to date.

I do not recommend this service, save your piece – This is the worse security service you can possible have. I do not recommend this, this company is so dodge. I install with this company in my house back in 2021 as 3 years contract. I recently needed to move house and I called several times with no sucess to cancel and to pay off, yet this company customer services was so terrible no one could… Read more

resolved my cancelation request. When i blocked my card, thn thr service stopped. And that's when they send the final invoice that I paid. Now this stealers are using the card details to still continue to charge, how bazar! I am in this moment in waiting call over 30 mins to request them to return the money they stole other wise i an taking this company to the court. Do not use this company, you will regret for life. I give complete 0.0000 service. Not worthy of any star.

DO NOT USE THIS COMPANY - They will rip you off. Shouldn't even get 1 star – DO NOT SIGN UP WITH THIS COMPANY. I have been with them for Many many years. They use to be really good but when it was time to change from 3G to 4G the whole scam started with them. We got a call to say that they were coming out to change us to 4g. After they did the change, the alarm started to constantly set itself off, even when not armed. It… Read more

kept going off every half hour throughout an entire night. My neighbours did not appreciate this. We contacted ADT who advised us that they had a lot of problems with the contractors and they would get someone out to fix it, but not for 2 weeks. So we had no alarm for two weeks, which we were still paying for. When the tech came out to fix the problem he advised us that the siren on the outside of the house was not working. My husband wasn't too fussed as the inside siren was loud enough (we have quite a small house). My husband asked what the cost would be and the tech said he would organise someone to send us a quote. We heard no more. A few weeks later a tech rang me to say he was coming out to replace the siren. My first response was that we hadn't received a quote and we did not want it done until we knew the cost. He advised me that he had been told there was no charge. I said as long as there was no charge then he could replace it. After the siren was fitted, if we armed the alarm and went out a few hours later the alarm would go off. ADT were telling us that the sensor that was setting it off actually didn't exist. They couldn't explain why this was happening. This started happening more and more often. Every time I complained to ADT they said they would need to charge me to send someone out to look at it. I asked why this was the case as the new siren they replaced must have been the issue as we had never had any problems before. ADT did not care. Quite a while later I received an invoice for the replacement siren that we originally got advised would be not charged to us. I contacted ADT and discussed this with someone in accounts who was very apologetic. But a few months later we got the bill again. Eventually we decided to disconnect our alarm and leave ADT, we were paying a monthly fee for an alarm we could no longer use. When we tried to close our account they offered me a big discount to stay with them, I laughed and said you are happy for me to keep paying for an alarm that does not work, I was told they couldn't do anything else to help but they could reduce my monthly charge. I could not believe the stupidity in this comment. ADT are still chasing us for a payment we did not approve. They keep telling us that we did approve it but cannot show me any proof of this but want me to supply proof that I was told there was no charge. After many abusive calls from ADT I am now contacting consumer protection and I am considering taking legal action.

Try organising a service P – Try organising a service and you will know how good a company ADT is. Buying is easy but the continued service is more important. Tried to organise a service- spoke to 2 different people who answered the line - each one gave me a different email address. I asked them to check if it was received and they no it cannot be done - I just have to… Read more

wait 48 hours. But I already waited 48 hours after the first email ?!!!!! I cannot believe this has to be so complicated.

Nothing but regret – I had an existing ADT security system which was getting on. I decided to upgrade the whole thing and add some outdoor cameras. The installation happened on April 4th. Within a week, one of the cameras stopped working. When I reported the issue, ADT's customer service focused more on critiquing how I submitted my complaint (via their ADT… Read more

Interactive service) rather than resolving the problem. They also provided a concerning list of reasons they might bill me for fixing the dead camera, some of which include damage by bugs/webs, loss of internet and rain.

Bugs and webs? Why are ADT selling outdoor equipment that is so unfit for purpose that it can be rendered completely dead by bugs or webs in the space of a few days - or at all?

Ditto water - if water is getting into a camera that is mounted high off the ground, then it wasn't sealed correctly at installation time, or the equipment is of such poor quality it has no business being outside. As to loss of internet - how does something as common as loss of internet render a camera completely dead?

There was no "sorry you have had an issue with your brand new system" - just a wall of run-around, and some alarming hints that the equipment I just bought was simply not fit for purpose.

Several months of written complaints & calls achieved nothing. But while I was waiting, I did notice that my "upgraded" system didn't work with my existing ADT siren, and there was no new siren installed. Paying to go backwards in terms of functionality is hardly an upgrade. Oh, and we woke up one morning to find the control panel dead.

Long story short, turns out the camera had not been sealed by the ADT installers. It had been shorted by rain which had got into the electrical cabling.

The control panel had a " known issue" where it forgets it's plugged into power.

And though I was promised a siren, I am still waiting. Radio silence from ADT, despite me sending more emails than I can count (hot tip - don't bother calling these people. Make sure everything is in writing).

I feel so completely ripped off. I spent a fortune for sub-par service, installation and equipment. Run away.

Fraud – ADT security was used by my parents until my father's death last September. In December my mother sold the house and so began many phone calls, emails to ADT Security to cease the service. They wanted Dad's death certificate as he was the account holder but despite sending that, they are continuing to debit my 89 year old mother's bank account.… Read more

Its now September 2024 and I seriously don't know what else can be done. It is shocking this can be allowed to happen. Do not deal with ADT Security!

ADT System Doesn't work and has cost us thousands – Had our system installed 3 years ago. Every time we set the alarm and leave the house a couple of days it goes off at a random time and we get charged with a call out fee. We've asked ADT to investigate and they say there is nothing wrong with the system even though they acknowledge any of the sensors will randomly trigger the alarm for no… Read more

reason. It's now at the point where our expensive alarm system is useless as we can't use it without annoying the neighbors or getting slugged with a call out fee. ADT won't fix the issue but are still happy to send invoices for the system and call out fees every month

Don’t go there! – They don’t even deserve 1 star. Dreadful system and dreadful company. Alarm has activated 3 times this week even after they have ‘fixed the issue.this has happened multiple times before

Lack of customer service and broken promises – ADT has promised a refund to my mother for discontinued use of a monitoring system. The promise sounded like great public relations and customer service; but now 12 months later 11 phone calls 15 emails and now still promises but nothing happening. Customer service would be a zero if I could submit it.