I wish I could leave zero or negative 5 for this company. Of all the companies I have dealt with, this one is absolutely the worst. They lead you in with a great deal then upsell you. But their customer service is indescribably bad. I was told, l when I first called to discuss my security needs, that my size home and number of necessary sensors would easily be covered by their advertised offer. Once the tech got here it turned out that we needed double the number of sensors, and the monthly cost also nearly doubled. I was ready for that. I have had security systems before and knew they were blowing smoke at the first convo. Nevertheless, I thought ADT was reputable company and agreed to have the "recommended" number of sensors and services installed (and a 3-year contract to get all the "discounts." The installation went well and the system appeared to function well - that is not the issue. It is what happened after the install - I had a couple of questions about the programming and how to modify some settings. What happened trying to contact them is a horror story. First of all, their monitoring service is a company called Defender. You don't know that until want to talk to someone. A couple of days later I called to discuss some changes in the programming. It was the Labor Day weekend and I got the usual we only work from 9-5 message. So I called on the first business day and was on hold, and on hold, and on hold - at one point I hung up after 45 minutes!! As well, during this game, was transferred around a few time but never to the right department. Gave up. Told my Fiancé who said she would call and ask. She came home from work, boiling at Defender - pretty much experienced the same issues I did. Cancelled the service (per the 3-day right to rescind contract law). Sent the paperwork and had several convos with Defender to come and get the equipment. Same story, terminal hold, no calls back, no idea of when they could come out to remove the equipment. Somewhere during this fiasco, I did find a corporate tele for ADT and got customer "no-service" (same ridiculous hold times). Representative did nothing so I asked to bump up the chain. She connected me to a "customer lead" at ADT. All he ever did was apologize for the problems I was having. Never did he make ANY attempt to remedy the situation. When I asked to talk to his manager, he said "our managers do not talk to customers" - yes, those EXACT words). So, have had several convos over the last few days trying to get them to come out and pull the system. Was told that they would call me day after day to get the equipment. Several days later, no calls, no idea if or when they want to come out. I am going to rip out the equipment tomorrow AM, once the new alarm company finished installing their system. If you purchase an ADT system after this, you deserve what you get - you have been warned.