ADT usually does a good job of responding to alarms or emergency calls, which is the most important thing. But trying to deal with them on any routine matter is the height of frustration. Their voice mail system is impossible to navigate. Try setting up an alarm test (which they recommend monthly), or telling them that you will be travelling, or following up a false alarm, and you soon will be pulling out your hair. Either no one answers, or you are transferred from pillar to post, or you get the wrong department.
For example, on a recent Saturday I accidentally set off my alarm. I needed to tell them that it was a false alarm, but no matter which option I chose from the voice prompts I either received no answer or no help. At one point I actually reached a human being, who asked if I was in Jo'burg or Pretoria. I said "Pretoria." She said "I'll connect you with Johannesburg" and immediately transferred me back to the main menu of the voice menu where I was stuck with no valid options. Finally I chose the emergency option in desperation, which worked. But when I tried to leave feedback as prompted, there was no one available to take my call. And no response to my email complaint.
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