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I have been an ADT customer for more than 20 years. I called to find out about adding 2 outdoor cam

I have been an ADT customer for more than 20 years. I called to find out about adding 2 outdoor cameras to my system. I was told I had to purchase a new panel and a circuit chip so that the new panel would communicate with my sensors (4 door sensors, 3 smoke detectors, 2 motion sensors). I agreed to the price, signed-off on it, and gave a deposit. I was then given an installation date.

The installer came this week. They told me the new system will not work with my sensors. So, I had to replace ALL of my sensors. I asked for a discount for being a loyal customer and being sold one thing that wasn't true. The tech said I had to call ADT customer service.

I called talked to an agent, was on hold a while, and was then told I would be transferred to a loyalty team.

The loyalty team offered $75 credit towards monitoring. I said that was too small for what I had to pay. So, they put me on hold and came back with $100. I did not agree to this and figured I would write a letter to corporate and post a review. They also said, well you agreed to it.

Keep in mind a smoke detector costs more and $200. After replacing all my sensors by bill increased by about $1000. Essentially my entire system was replaced so I could get a couple outdoor cameras.

I consider this a bait and switch. I signed off on one thing and then told another thing at install - and my bill went up!

Not quite nice for a loyal customer for more than 20 years. Doesn't seem like ADT was loyal to me.

I would suggest finding another alarm company or be very careful with what you order - avoid singing anything until you really know the price.

Date of experience: Feb 05, 2026