Complaints

This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

  6931 Vista Pkwy N Ste 16 West Palm Beach, FL 33411-2720

  
• 

  ADT Security Services

  2801 Gateway Dr Pompano Beach, FL 33069-4324

  
• 

  ADT Security Services

  125 Av. Eleonor Roosevelt San Juan, PR 00918-3106

  
• 

  ADT Security Services, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an ADT system for 2 years in my rental house and moved out on June 30th. I called ADT on June 25th to inform them about my request. I was told that I have inform them 30 days in advance. I accepted their next 30 days period. The month of July payment had been deducted from my bank account. July 20th I was charged another monthly payment for the following month which was $34.13. July 21st I called in and found out they didnt closed my account. $ ****** had been deducted from my bank account with no explanation about the charge. I assume it was for the equipment which is legite. I received an email about the charge but no explanation. They created a case # ********. I called in 28th and 30th. Each time they said they are processing case. In todays conversation I asked them that they need to send me an email about confirmation of my account closing. They did however it indicates that I asked them to close my account by July 30th. which is totally wrong. I asked them on June 30th to close my account which is my move out date. Now they are asking another $209 and my account will be closed on September 19th. They didnt indicate whats for. This has been a nightmare to me. When they sell their services, they are very persistent however when they are asked to close their account they are reluctant and they delay deliberately their process to charge more.

  

  Business Response

  Date: 08/01/2025

  ADT spoke with Mr. ****** and went over the billing for his account. Mr. ****** is leaving his cancel date in September and ADT has issued a credit to offset the month of August.  

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/15/25 I hired the merchant security detection system and monitoring services to be installed at my home. The installation was not completed The technician was aware of the system installation was not complete and informed me that he was to return to complete the install the next day. I was going on vacation and told him to return once I was back home. He agreed. Once I was back on 7/25/25, ADT informed me that I was to be charged $150 for 30 minutes. I told them that I was not going to pay for a service that they did not finished in initially. I called ADT's customer support line and was told that indeed the installation was not finished, but that the ticket was closed. However, they were going to send another technician at no cost to me on 7/29/25 and I had nothing to worry about. In fact the lady mention that I had a 90-day warranty on the installation and it was covered. The technician (different one) showed up and completed the system on 7/29/25. That night, ADT sent me a work order for $534.38 for the completion of the installation. I called ADT's account management help line to contest the charge. It was improper as the installation price was already settled in the contract, they did not finished initially and additionally, I was told that the installation was under a 90-day warranty period anyhow. The manager I talked said that after reviewing their notes and their policies they would give me a partial credit of $250 with the rest for me to pay. I did not sign any of the work orders (other than the original contract), yet they signed my name in the initial installation order as "complete" (ticket they claim they closed) and then did it again in the work order I received after they completed the installation on 7/29/25. I never signed those orders, but they wrote my name on them. I would ask for help from BBB to help me obtain a full billing credit for the $534.38 additional they falsely claim I authorized to collect to complete the installation.

  

  Business Response

  Date: 08/01/2025

  ADT contacted Mr. ********* and advised the charges for the return trip have been waived and apologized for the oversight. ADT additionally answered Mr. ********** questions regarding his warranty coverage. 

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********* *******

• Initial Complaint

  Date:07/30/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a loyal ADT customer for two years, but my recent experience has left me feeling incredibly disappointed and stressed. Due to a delay in my home closing (originally scheduled for June 30), I mistakenly canceled my service too early. Wanting to ensure my current address before the move was protected, I reached out to have my service ************* forward to July 8 I called to cancel service at my old address and continue it at my new property. Since then, it has been a billing nightmare. Despite having the new service installed, I keep receiving Accelerated Billing Charges on my account. I now see a balance of $942.46 marked as late, even though it says its due on August 13.Ive called multiple times and used the chat feature, and every time Im told it will be corrected. Yet nothing changes. Im deeply concerned this will impact my credit score. Ive never had issues with ADT before, but this experience has left me feeling hopeless. Moving is already stressful enough this billing issue has only added to the burden.I truly hope the Better Business Bureau can help resolve this. I just want clarity and fairness.

  

  Business Response

  Date: 08/04/2025

  ADT spoke with customer,verified ******************** were cancelled effectively 7/18/2025, with early cancellation charges applied, due to relocation of services. ADT verified installation completed at new location, confirmed active 36-month monitoring contract agreement,and advised customer early cancellation charges would be waived, with refund processed for overpayment in the amount of $88.16.

  Customer Answer

  Date: 08/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:07/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for three weeks to cancel my ADT account. They have purposely created a shell game where you call the cancellation number and that person sends you to ******************** who say they cant do anything. Then the ******************* person sends you to the ADT **************** The person at that department denies being able to cancel your account and sends you back to *******************. And it goes in circle like this.I have even emailed ADTs top communications officer and the president of ADT. Even at that level they cant, or wont, make the cancellation happen. They say that they are canceling your account, but 6 days later the account is still open and theres no documentation of any cancellation in your MyADT account.

  

  Business Response

  Date: 08/04/2025

  Prior to receiving the concern from the BBB, ADT received the escalation from the customer from another channel. ********************** spoke with **** **** and apologized for the frustrations. We confirmed that the account was cancelled on 7/24/25, and that with the way the billing is set up, the balance of contract fees in the amount of $200.00 will not post to the account until the evening of 8/20/25. We have agreed that ADT will email Ms. **** on 8/21/25 to confirm the $200 balance is on the account and once paid, there will be a zero balance. 

  Customer Answer

  Date: 08/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Adt has my address somehow in their system as service address and I am getting police sent to my home for alarm calls when I sont even have a home security system at all. I need a supervisor with ADT to contact me to get to the bottom line of what's going on. I have a neighbor at 2024 W ******* Unit A and I believe he used wrong address for dispatch as police keep being sent to my house for alarm triggers with ADT. I need this issue resolved immediately. This is a safety issue.

  

  Business Response

  Date: 07/30/2025

  We were able to speak with Ms. ******* regarding her concern. We made sure her unit for the address at ****************************************************** is removed and the correct unit is added for our monitored ADT customer.

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/29/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased ADT security service for my Aunt in Dec of 2022. I paid for the service for her (service address is *********************************) but she unfortunately passed away in February. I contacted ADT to stop the service in March. Since then, I have called ADT several times because they will not end the service and keep billing my credit card. After several failed attempts to have ADT cancel the service, I called my credit card company (****) and had them stop approving any charges from ADT (which they did). Now, ADT is saying that my bill is passed due and I owe them several months of payment. I have tried everything I can to cancel this service and I am not under any contract with ADT. I just want the service canceled and any money taken from me after March 30th 2025 refunded.

  

  Business Response

  Date: 07/31/2025

  ADT spoke with customer,verified communication received on 3/4/2025 requesting to cancel services;however, customer was not able to provide verbal ********************** password for request to be processed. ADT advised customer on 3/4/2025, password would be mailed to location, and billing will discontinue on 4/22/2025, but customer would need to call back in to verify password on account. ********************** records reflect ADT spoke with customer on 5/8/2025, and 7/24/2025, but still customer was still unable to verify password on account. As a token of good faith, resolution provided to customer, ********************** agreed to backdate cancellation to effective date 4/22/2025, and submit refund for payments received after date. ADT processed refund in the amount of $128.08, back to customer payment method used.

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:07/29/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never sign a contract with adt,because I did not have the money for installation,iam a senior retire ,cant afford $400.00 installion fee ..they still send me the equipment ,i call everyday ,but no one wants to help me iam being charge for service ,this system is not install ,never received bills ,they take the money out my credit card without my consent

  Customer Answer

  Date: 07/29/2025

  I never sign any contract ,I still have the Docusign that a never open ,because tha customer service said to me ,I will get you a free installation ,it was to much money for me and my husband is sick,one if the ***ls I made last t week,someone told me ,go to church and ask somebody to install the alarm for you,that,s unrespectful they treat  me every time a i *** ,they  transfer me to different department,i stay in the phone for hours all i want is to send this equipment back which is intact and my money backthank you

   

   

  

  Business Response

  Date: 07/30/2025

  We were able to speak with Ms. ********* regarding her concern. We agreed to cancel her account and sent her a return label to send back the ADT system.
  
  We advised one the equipment has been received we will refund her all charges made to us from her so far.

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/28/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled the service with ADT then they charged me $346 for the remaining of the contract....but there is no contract...they are claiming that there is a contract stating that if I cancel I have to pay 75% of the remainder of the contract...again...I never signed a contract...I asked them 5 times to send me the contract and they never did....not deleted the $346.

  

  Business Response

  Date: 07/30/2025

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we reviewed the recorded call from 03/03/2025, which the customer did speak with our ****************** Team and accepted a verbal rate lock extension for a lower rate. During the recorded call, the agent explained there was a previous rate reduction offered November, but it did not go into effect due to a contracted term needed to be entered. After further review, the agent offered a 12-month rate reduction to reduce the rate to $50.99 and set a promotional rate for 6 months of $19.99. The agent also applied a $30.00 billing credit to offset that month of monitoring and explained the extension will start that date. The customer did accept the verbal rate lock extension,which the rate lock took effect on the next billing cycle of 04/25/2025 through 04/24/2026. Once the rate lock extension was accepted, it extended the original contract terms that when the account cancellation was processed it resulted in the customer being billed balance of contract. As a goodwill courtesy based on the customers original contracted term was over, we have agreed to waive the balance of $346.44 and credited the balance off the account. The customers credit card was not charged for the final balance, which no refund is warranted for the service. The account now reflects a zero balance, and nothing further is owed to ADT. The customer understood and is satisfied with the resolution. No further action was taken. 

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I am satisfied with the action taken...but just to be clear...during that call and the alleged verbal contract....I asked if this can be canceled anytime...she said yes...She never told me abkut any terms that there is a cancelation penalty....My original contract was done by the time of that call...and no sense of approving another agreement...it was a month by month service....no terms were told that a verbal ok for the promotion is a new contract or an extension nor I signed for that....but again I am satisfied with the results...thanks
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ADT alarm service has not worked for a very long time. I have contacted ADT several times regarding the service. ADT would not send someone out to look at it. They kept telling me to try different ways to fix it myself. My service was canceled and ADT called me to pay the past due amount and a cancellation fee. The agent said they would close my account, waive the cancelation fee of $1068.42 if I paid the $320 past due amount. I RECORDED the agent stating the agreement we made. The agent then sent me over to the re-instatement department and they said they will only waive the cancellation fee if I re-instated. That was not what I was told by the agent. I called back today 7-28-2025 and talked to the billing department. I told her what happened and she put me on hold for 30 minutes and came back and they will waive the cancellation fee. I asked for an e-mail verifacation and she said I would have to talk with accounting. I talked with a manager in accounting and ***** said that was not going to happen. The original agent will receive a coaching but they would not uphold the agreement. I also recorded these conversations. ADT took my payment under the condition they were waiving the cancelation fee. After taking my money they refused to follow through.

  

  Business Response

  Date: 07/29/2025

  Mr. ****** balance was cleared on 7/29/25. ADT spoke with Mr. ***** and advised and is providing him with a statement verifying the balance. 

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  United Hardy

• Initial Complaint

  Date:07/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT ******************************* Cancellation No Monitoring for Nearly 2 Years I have been an ADT customer for over 7 years. Our system stopped working and had no connection or monitoring for nearly 2 years, which is why I contacted ADT about 1.5 years ago to cancel the service. During that call, I was offered a credit and was assured that the service would be canceled.Despite this, ADT continued to charge us monthly even though we had no active monitoring or connection. When I recently noticed the ongoing charges and contacted ADT again, I spent over 2 hours being transferred between different departments, only to be told they could not issue a refund.ADT charged us for a service that was not functioning and failed to follow through on the cancellation they agreed to. They never notified us of disconnection, never attempted to restore service, and continued billing without delivering any value. This is unacceptable and feels like a case of negligent and unfair billing.After exhausting all options with their customer service and receiving no resolution, I am now preparing to take legal action and consult an attorney. I am filing this complaint with the BBB in hopes of reaching a fair resolution before proceeding further.

  

  Business Response

  Date: 07/29/2025

  We were able to speak with Ms. ********** regarding her concern. We confirmed that Ms. ********** made several attempts to cancel her ADT service in May and June of 2023.
  
  We agreed to refund her all monitoring charges from that time back to her checking account. The amount will be $802.77, and we emailed Ms. ********** a confirmation.

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********