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BBB Accredited Business since 03/11/2013

ADT Security Services (Headquarters)

Phone: (888) 238-2727Fax: (904) 886-7747

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Customer Complaints Summary

3927 complaints closed with BBB in last 3 years | 1125 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues502
Billing / Collection Issues1149
Delivery Issues23
Guarantee / Warranty Issues45
Other1
Problems with Product / Service2207
Total Closed Complaints3927

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3927)
08/24/2016Billing / Collection Issues | Read Complaint Details
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Complaint
ADT failed to cancel service as requested.
On June 25, I called ADT to cancel service because I had chosen to use Xfinity Home instead. During the call, I asked for two things - to cancel service, and to immediately ignore any alarms associated with our system because of the hardware change-out taking place. Clearly, the second request was honored because there have been no false alarms. Apparently, however, the cancellation request was not logged because there has been another deduction from my checking account for service. I called to inquire and was reminded ADT has a 30-day cancellation lead time, so one additional charge after June 25 is legitimate. However, the representative on the call said that my original cancellation request was not logged, so the 30-day cancellation window starts today - setting me up for another monthly charge. I feel this is inappropriate. My service address is 7437 Goose Creek Ct Indianapolis In XXXXX.

Desired Settlement
I would ADT to honor the original cancellation request and end to 30-day cancellation window and all subsequent charges at July 25.

Business Response
We spoke with the customer and agreed to honor cancelling the account effective 7/25/16. We also agreed to refund the last monthly payment that was deducted for the August payment. The customer understood and is happy with the resolution.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

08/19/2016Problems with Product / Service | Read Complaint Details
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Complaint
ADT needs to remove service fees for April, May, June, July, August, & Srptember 2016, no service through this period.
I received a bill March 2016 which I phoned ADT to inform them to cancel my previous service. My balance was zero. ADT was billing me for the future months of April, May, & June, 2016 on that statement for $157.24. ADT proceeded to send another bill which I phoned again to cancel my service. Then ADT sent another bill which I sent a letter to again confirm cancelation. I just received another bill dated June 13, 2016 for the next three future months of July, August, & September for another $158.18 totaling $ 319.20. I again contacted ADT which they transfer me numerous times expressing they understand but the bills keep coming for service that I do not have.

Desired Settlement
I need ADT to cancel this billing of $ 319.20 for billing me future months after I canceled an inactive system and if they want me as a future customer to provide security options for a new workable system 100% guarantee to work accurately and 100% to receive what is promised as a security plan, monitoring, parts, labor, (no missing parts or missing options nor nonfunctional parts as an option) to my satisfaction OTHERWISE cancel me as a future customer. If I agree to a new system, the offer would need to be in writing. If parts are missing or nonfunctional within the same day of installation the agreement is void. Must Improve substantially on customer service.

Business Response
After several attempts we were unable to make contact with the customer. After review, an unsigned cancellation was received; therefore, we have not been able to close account. We have sent notices to the customer to advise. The customer has been provided a contact number to call in order to resolve over the phone.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
My letter of cancelation should be sufficient.
I have not received any request for cancelation confirmation by mail. The only mail I have ever received from ADT has been invoices for future service. Although I have made a request in writing to cancel AND a written request for information, I have not received either request.

Please cancel phone calls and all billing following cancellation in March 2016.

Final Business Response
The signed cancellation was received on 7/29/16 and the account has been closed. We went ahead and backdated the cancellation to April 2, 2016 and the customer has a zero balance.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
ADT did previously acknowledge receipt of the original cancellation letter April 2, 2016. The second letter they are acknowledging was a copy of the original letter dated April 2, 2016, therefore cancellation as of that date was the legitimate thing to do.
Thank you,
***** *****

08/19/2016Billing / Collection Issues | Read Complaint Details
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Complaint
Transferred account, from resident to business. ADT sales person stated that I will only have the remaining 2 years on the contract.
I use to have ADT service at my resident and had it transferred to my business, after being visited by an ADT sales Rep. This sales rep was out of the Norfolk, VA location. He came to my business and tried to get me to get ADT service for my business. I told him that I had ADT services for my home and was thinking about canceling it and did not want to sign another contract for my business. He stated to me that he can transfer the service from my home to my business if I wanted to. He stated that since I only had 2 years left on my contract at my home, I will only have 2 years on the contract for the business. I agreed to having him transfer the service from my home to my business and have only 2 years left on the contract. It was a mess, after 6 months of dealing with ADT and the sales rep about this transfer, I had to file a BBB complaint about the account. They removed all charges and closed / cancelled the account with no payments due. Now im getting letters from collection agencies regarding the business system. My 2 year contract per the agreement that the sales rep told me has come to expire before the account was closed. This is a headache with ADT and I feel that the sales rep told me all this information just to get the sale. My business name and address of my business is.

******** Fire ************** Inc.
**** ******* Road
******** VA XXXXX
XXX-XXX-XXXX

The business address and phone number has changed, we no longer have a shop / location. The business is now Mobile.

Desired Settlement
I will like to see ADT remove ALL collections & negative reporting for this account. Again I feel that the sales rep told me this information in order to get the sale. You can look up my previous complaint on ADT regarding my home approx. 3 years ago.

Business Response
After review, the contract on file was for 3-years and has since expired. The balance on the account was for past due monitoring charges. We reached out to the customer and agreed to waive the balance and have the account pulled from collections. The customer was satisfied with the resolution.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)


08/10/2016Billing / Collection Issues | Read Complaint Details
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Complaint
Contracted w/ADT while living n rent house. Lease ended & house sold. Called ADT to get info on termination. Info varied from person to person.
I stopped May bank draft after reading ADT's reviews. Called ADT 6/13/16 after discovering phone service of new home was very weak, at best, and would not be able to use their service. I spoke with Deandra #XXXXXX. After explain the issue, she said I would be required to pay 50% instead of 75% to dissolve contract. The amount she gave was $521.91, plus $57.99 for the *** bank draft I had stopped. ADT would bill me for the total amount due ($1043.82); upon receipt, the balance would be waived. I would have 90 days from cancellation date to pay. I expressed my concerns about collection issues, as well as, a guarantee of balance being written off. She stated she had made notes on our discussion & I could call back and the notes could b read back to me. I agreed and gave her my mailing address. She then transferred me to Mary #XXXXXX, whom canceled my service effective 6/13/16. I also gave her my mailing address. I phone back on payday, 7-15-16 as I was going to send a portion of the balance discussed on 6/13/16. I was transferred a couple of times before I got to the correct dept. I spoke w/ Kayla. She read back the notes on my acct. She put me on hold to ask about the amount due. She said the final bill was $1147.72. I asked her if $57.99 was in the amount billed. She put me on hold to ask. When she returned she told me that the 50% offer was only good for the day of my initial conversation of 6/13/16; I did not have 90 days to pay. I then asked her why the notes she just read to me specifically stated 90 days. I advised her that I recorded all my calls, as I am self employed, and I was clear on what was read to me. She put me on hold. When she returned, I told her that after being on this call for over an hour, I did not feel that there would be a resolution. I told her I believed that there would have to be a third party involved & thanked her for her time. There seemed to b an issue that I recorded all my calls as she said something to the effect that she couldn't talk to me.

Desired Settlement
I would like for ADT for honor the due date of 90 days from cancellation date, as well as, a figure that is fair & agreeable.

Business Response
We reached out to the customer and explained we are honoring the 90-day grace period to pay the balance of $521.91. We reviewed the account and the collections process has been postponed until 9/15/16, however, the balance must be paid in full by that date or the account will be turned over to collections. Once the customer has made final payment then the remaining termination charges of $625.81 will be waived off the account. The customer understood and agreed.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
That was the original agreement. When I asked them to put in writing, they said they were not able to do. I intend to pay the $521.91 before September 15, 2016.

08/04/2016Advertising / Sales Issues | Read Complaint Details
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Complaint
Received SPAM from ADT
Received SPAM from an offshore domain that ends in .nl
I get spam from this group daily and the latest one is on behalf of ADT

Desired Settlement
Have the offshore group receive my address from AA their databases.

Business Response
Due to the alleged violation of law, this has been sent to our law department for further investigation.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Please let me know the outcome of your "law department"'s investigation. I did receive a email from you IT security staff and forwarded the SPAM to them.
I'm not convinced that the issue is resolved until I get a more substantial reply or acknowledgement.

Final Business Response
ADT has informed the Mr. ***** of our investigation advising that the email he received was from the ADT Authorized Dealer, ************ USA who confirmed that they have also added his email address to their Do Not Contact List. The consumer has been advised to contact ADT directly if there are any further issues going forward.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

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08/23/2016Billing / Collection Issues | Read Complaint Details
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Complaint
Sensitive personal information is being requested to deal with service that I did not request. Bills are being sent to me for a residence that is not
I have used ADT since 1996, but stopped using their services in 2013(?). I received a bill from them on 5/5/2016 at my current address for service at an apartment located at 180 Northside Dr. SW in Atlanta, Ga. I live in Morganton, NC. I never used their services in Georgia. I called ADT regarding this bill and provided a history of the situation and was told they would send me a fraud packet. I received this packet and it requested highly sensitive material such as a cancelled check, a copy of my driver's license and a copy of a signature on a major credit card among other things. At first , I honestly thought it was a scam. I asked if this could be an error on their part and they said nothing would be done until I supplied them with the fraud packet. I asked to cancel the service, but they said they could not do this because it may be someone else's service. Another item requested was a copy of the current contract. As I did not request this service, the only contracts I have copies of are the contracts I signed when I requested service in Greenville, NC in 2007 and at my current home in Morganton, NC in 2010. I called ADT several times and never got anywhere. I asked for them to send a copy of the current contract which was never done. I have received three statements from them. One stated a payment had been made in full ( in the amount of $42.99), another stated a refund had been applied ( I'm guessing this was a refund that was present on my previous account - $31.57), and the most recent stated the last bill had not been paid and there was an additional current charge(85.98). I have paid no monies for this service. Because I have not paid the bill, I am concerned about my credit rating being marred. The last two calls I have made to ADT have not been returned even with messages left requesting a call back. My husband and I have checked our credit report and found no suspicious activity. There was another form included in the fraud packet that required a notary's signature and I do not feel I should have to pay for this as I have made no mistake.

Desired Settlement
I would like for ADT to investigate the possibility of an internal error before requiring me to produce this highly sensitive information. I would like for them to track their records and take some responsibility before putting this all on me.

Business Response
In review of the account, there appears to be an error. ADT is and will continue to investigate and it is clear that ******* ******** isn't the responsible party for the alarm system at this address. We reached out to Mrs. ******** and verified the information. We advised that we would correct on our end and there is no balance due from her to this account. We are also sending confirmation in writing. She was pleased.

Consumer Response
On July 21, I received yet another statement from ADT for charges totaling over $128. This issue was supposed to have been taken care of and yet it continues to be a problem. I would like to have this settled once and for all.

Final Business Response
In review of the account, it appears we have already spoken to the customer and rectified the concern. She was pleased.

08/23/2016Advertising / Sales Issues | Read Complaint Details
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Complaint
ADT has called me between 2am and 3am THREE times over the past two weeks to tell me that the motion detector alarm and kitchen door alarm at my second home (which is an hour and a half from my primary home) is going off. Even though I am in my second trimester of pregnancy, I've had to stay on the phone with them and the police for an hour each time. In each instance, they have sent the local police and there has been no actual issue. Each time this has happened, I've been required to spend at least an hour on the phone in subsequent calls with their representatives trying to get them to arrange for someone to come out and promptly repair the defective equipment. And since I have the kind of job where I can not miss work Monday through Friday from 12-5 to wait on an ADT technician, they've offered me Saturday appointment times that are more than 2 weeks from the date of each of these instances.At the same time, the equipment they installed in my primary home starts beeping in the middle of the night because of some type of "communication failure" between their equipment and WiFi, and they've been unable to fix the issue. Again, they're offering five hour windows on week days to have someone show up to fix their defective equipment. They declined to issue any kind of refund or credit for all of the inconvenience they've cause (THREE 2am calls about someone breaking into my home, when the real issue is their defective equipment), and they definitely don't seem to value anyone's time but their own--- certainly not that of the police officers who have to respond to these false alarms, and certainly not mine in connection with having to give them 2 five hour windows on my days off so that they can fix equipment that (in the case of my primary home) they just put in last year.At bottom, I work five days a week, value the security of my home and expect to only be woken up in the middle of the night if there is an actual issue, so this is a horrendous situation.
Product_Or_Service: Home security system

Desired Settlement
I would like them to timely repair the defective equipment (on a Saturday and within a 1-2 hour time window) and issue a $600 refund or credit in light of all of the inconvenience they've caused. If they are unable to do that, I'd like for them to fully refund all of the equipment and installation costs I paid (as I'll now have to duplicate such costs with a more reputable vendor).

Business Response
We have attempted to reach out to the customer but were unsuccessful. After review of the account, sooner appointments were available, but at the customer's request the appointment was scheduled for the next available Saturday. This is the first appointment scheduled at the customer's second home since the system has been installed. We have also made our local service team aware of the issues to ensure they are prepared to address the concerns with the system. The customer was provided a 1-month credit on each account. The customer has also been provided a corporate contact number should the concerns need to be addressed further. We apologize for any inconvenience this situation may have caused.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is misleading they scheduled an appointment for the next available Saturday (which was 2 weeks after the issue) and then unilaterally changed the appointment to the following Saturday (which was the same day that they were supposed to fix the alarm in my primary home. Since I couldn't be in 2 places that are an hour and a half apart at the same time, my primary home still has issues and my second home's system was only fixed this past Saturday). A one month credit is completely insufficient in light of the magnitude of inconvenience ADT has caused (and in light of the fact that my primary home has now had zero security for close to a month). This is not how they advertise their service, and they hold themselves to an extremely low standard. If they have to pay a financial penalty, they will be far less likely to install defective equipment/inconvenience local police departments/wake people up in the middle of the night multiple times for no reason/take such a long time to accommodate those of us who have weekday jobs/insist on such long and imprecise service windows. They should have to refund to me a far more substantial amount.

Final Business Response
We were able to make contact with the customer in order to address their concerns. We understand that it can be difficult scheduling service during the week; however, we provided other options to get the customer a sooner appointment, none of which worked with the customer's schedule. The service call was completed at the secondary residence on 6/11/16 and the technician replaced the faulty equipment. Due to the faulty equipment we have agreed to place an additional 1-month credit to the account. Should the customer receive any false alarm fines from the police department, we have provided the information needed in order to review the fines to determine if the customer qualifies for reimbursement. An appointment has been scheduled for the customer's primary residence and after the job is completed, we will review to determine if any additional credits need to be applied to the account.

08/23/2016Problems with Product / Service | Read Complaint Details
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Complaint
For almost a year I've experienced Repeated unwanted phone calls despite asking to be removed from their list.
I keep receiving phone calls from their customer service number asking for somebody that I do not know. I have politely ask them to remove me from your call list and they always say they will but they never do because I keep getting the phone calls.

These calls are harassing and annoying especially as they come on weeknights or weekends

Desired Settlement
Please remove me from your list and do not contact me ever again

Business Response
Due to the alleged violation of law, this has been sent to our law department for further investigation.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Good, please respond to me with your findings and I will accept the response when this happens.

Final Business Response
ADT has investigated and determined that the consumer's phone number was on an active customer's account in error. ADT has removed the number from the active account. The calls were being made to that number with regard to a 2G/3G mandatory upgrade. ADT has advised Mr. ***** of our findings and solution. We have confirmed with him that his number has been added to ADT's Do Not Contact List.

08/23/2016Advertising / Sales Issues | Read Complaint Details
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Complaint
I signed up for security with ADT because I thought it was a big, secure, stable, honest business. They are lying and deceiving so much my head is spinning. I owe them money for equipment they put in my house in July. I stopped paying because the devious accounting resulted in my getting little or no benefit for parting with my hard-earned money. I started off paying $50.45 (within a few cents) a month. Though it was a very high monthly fee, within a couple months they raised it to $52.99. On Feb. 3 when I discussed it with Shawn at X-XXX-XXX-XXXX, he said over and over there was no increase though I was looking right at it! This deviousness and oily accounting and lying to me over the phone I can't deal with it. Furthermore when I purchased it ADt sold me an inappropriate product after I told him I don't want to deal with a computer; I'm just not good enough at it. I want a bill in the mail. Shawn contradicted himself in the same sentence, saying they never raise the price in the first year but the price will increase Feb. 13. They said they would connect me to the "Loyalty Dept." I held a half hour till I could hold no more. I want an end to all lies and deceit in accounting. I want an accounting of everything from Day 1 by mail. I want back all the money that I spent on security that was computer-linked. I want to pay what is owed with no devious accounting and no late charges. If they act right I could be a good customer for decades. It is up to them.
Product_Or_Service: security system
Order_Number: na
Account_Number: XXXXXXXXX

Desired Settlement
see above

Business Response
We spoke with Ms. ********** and advised that her rate has not increased. The Current Charges line on the most recent invoice she received reflects the rate (pre-tax) as well as her late charge.

We will be providing her with a copy of her contract.

Consumer Response
I thought things were resolved. I should be so lucky.
They do not do what they say! A problem "completely resolved" is not resolved at all!
On Feb. 18 Debra at X-XXX-XXX-XXXX said everything is resolved. I GAVE HER MY CREDIT CARD, and immediately paid $100, and then was to pay AUTOMATICALLY $138.15 a month for 11 months. THEY HAVE MY CREDIT CARD but do not pay themselves as we agreed to on a recorded line. They just keep threatening me.
IT APPEARS TO BE THEIR POLICY TO TORMENT PEOPLE SO THEY WILL BE GRATEFUL TO PAY ANYTHING TO GET SOME PEACE.
They won't stop dunning me. I keep getting calls. On March 4 ***** said she would take care of it. She didn't.
***** told me Friday they can't take out $100 a month automatically; it's impossible. But I was told $100 a month would be the resolution to my problems with ADT. I was told that by Debra Feb. 18 on a recorded line. On Friday ***** said she would look at all this and check it out! Somehow I don't believe it.
They never keep their word. Maybe after writing to you, just maybe they'll deal with me straight.
I want the resolution to be that they post it on the Better Business Bureau site so they can't say they didn't say it.
What reason would they have for tormenting me this way when they they could pay themselves with the credit card in their hand? I believe they're trying to get more money out of me by tormenting me.

Final Consumer Response
Dear Ms. ******,

Hope you're feeling well. I was told you handle all the ADT complaints for your area. Does ADT cause misery to everybody? How do they stay in business? Now they've progressed to canceling my service as of July 5. See attachments. I found this out by accident when I called them today to ask them for a claim certificate. I wanted this to get a reduction in my homeowner's insurance. It appears they had no intention of ever telling me. Because of their deviousness I can't even be sure of this. The alarm system appears to be working, but who knows?

Today I spoke to Geri at ADT who said the reason I was canceled was because they didn't get a payment in March. They have my credit card on Auto-Pay. They paid themselves twice for February. When I complained about it way back then, they said they couldn't fix the Feb. double payment, so they said they would just skip March. I said OK. I thought that was the end of it. But 4 1/2 months later they used it as an excuse to cancel.

15 minutes later I talked to Tina in the Billing Dept. She said she sent a cancellation notice on June 5. I said I have an arrangement on June 9 with ADT through the BBB to pay $138.15 a month. June 9 trumps June 5. So it was wrong for them to do this. But Tina said: "We don't make arrangements with third parties." I guess she means the agreement ADT made with me through the BBB doesn't count for anything.

I had planned on staying with ADT for the rest of my life. In the beginning I was very happy with them, before they screwed up my bill. Why wouldn't they want to keep a customer?

They have also added $ 609.72 and 654.11 on another page which is wrong for me to pay. They cancelled, not me.

I have contacted another security company. ADT seems to have slammed the nail into the coffin in this attempted relationship. They caused all the trouble. I exhibited endless patience.

I want to send their materials back, all of it. And let this end. And owe nothing.

Final Business Response
ADT did not receive payment for the month of June from Ms. **********, which resulted in the closing of the account. We are investigating to see why the payment was missed.

08/17/2016Problems with Product / Service | Read Complaint Details
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Complaint
I recently found out that my contract with ADT is for 3 years. However, my last contract was for only 18 months and all I did was move to NC
I have been with ADT for over 5 years. I signed up with them and was told that because I was a USAA member, I was to get a special rate and my contract was for 18 months. So when my contract ended last year, I waited until I relocated to NC in June 2015 and had them move my service to my new address. Having previously had an 18 month contract and being told by the representative that everything would stay the same and they would take care of the move, I never realized that they used a standard 3 year contract to complete my service. I signed it and never notice the sentence saying it was a 3 year contract because the representative indicated that I was getting the same service, which I believed was an 18 month contract and the special rate. I live in rental property, it is unreasonable to believe that I was going to live out a 3 year contract. I contacted them today, July 6, 2016, only because I was preparing for the end of, what I believed was, an 18 month contract only to be told I was to have it until 2018. I have no problem honoring an 18 month contract but refuse to pay for 3 years even to the point of ruining my credit. Payments are normally made by debit of my checking account. I cannot remember the sales reps name as all transactions were done via the phone and I was assured that nothing was changing. I believe that it was the responsibility of the representative and ADT to inform me that my contract would be changing from an 18 month contract to a 36 month contract. This change was actually barely noticeable in the contract and was expected to be looked over. I have a copy of the contract if you need it.

Desired Settlement
I am asking that they honor the 18 month contract that I believed that I was receiving from the representative and who assured me that nothing would change. This was the only reason I signed with ADT. Over the last year, I have not had an alarm or anything to have them contact me. I could have went with other companies that had no contractual obligation. I would like my contract to end January 2017

Business Response
ADT's Corporate office handled Mr. *****'s complaint prior to the BBB concern being received. We investigated the account and found that on 05/29/2012, ADT amended the customer's contract for his ** ***** location and as a courtesy, provided him an 18-month agreement. On 10/07/2014, he signed a 24-month USAA contract at his ***** ** location. As of 2015, USAA & ADT have eliminated USAA contracts and USAA customers are now required to sign ADT's standard 36-month agreement.

We reviewed the contract on file and it is for 36months. The customer's contract end date is July of 2018.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided is incorrect. The company is not informing its customers about any changes to the length of their contract. I never signed a 24 month contract and I have always been under the impression that my contracts have been 18 month. The company is being deceptive by placing the wording of it contract in a vague location so that the consumer will barely notice it. For the record, when I set up my service at the *** ********* location, I was told not just once but twice that my contract was only 18 months. I questioned the installer and he informed me that my contract would be the same. I have no reason to be liable for a contract at a rental property for 36 months when I *** only be at that location for 1 year. I am willing to finish a 18 month contract and end my association with ADT, whom I have used over the last several years and have never had to actually have them service me. Please ask them to send you a copy of their contract and you will see that they have placed the length of time to blend in their wording. As I stated, I asked the representative that helped me establish service and the technician about my contract. Even though they never specifically stated the length of time, they did indicate that it would be the same as the last which actually was an 18 month contract. I am only one customer asking for ADT to stand behind their representatives and honor what was told to me, which was that I would receive the same amount of time on my previous contract, which was 18 months.

Final Business Response
ADT still continues a relationship with USAA, but there are no longer different USAA contracts for those members.

ADT's standard contract is 36-months. ADT stands by its decision.

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06/03/2014Problems with Product / Service

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