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, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  
• 

  ADT Security Services

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  
• 

  ADT Security Services

  3205 SW 47th St Gainesville, FL 32608

  
• 

  A D T Security Systems

  1279 W 2200 S Ste B West Valley, UT 84119-1457

  

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:05/04/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  6 months ago i called to cancel my account with ADT because it was too expensive and i was off contract. The agent on the phone informed me they could drop the price to ***** for at least 2 years if i was willing to sign another contract so i did because i felt the price was reasonable. This month Im being charged ***** again. I called to have this addressed and the agent informed me i was only locked in to the ***** for 6 months and ***** for the remaining of the contract (1.5 years). I said their practice was deceptive and unethical and asked how much it would cost to break the current contract. Their response was over 500 dollars. I REALLY NEED THIS LOOKED INTO I KNOW THEY RECORD THEIR CALLS AND CONVERSATIONS. This is downright ILLEGAL what they did to me.

  

  Business Response

  Date: 06/07/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT pulled the phone recording & verified that the customer was offered a temporary rate reduction for 6 months & not 2 years. 

• Initial Complaint

  Date:05/03/2022

  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 signed an agreement with ADT October 2021. When the installer came the there was a missing key fab. I declined installation and he offered to pay for the key fab due to his mistake, which he did and gave me back the $100 cash that was added to the account. The agreement was for $651.75 (+100). Less sensors I agreed to have were installed because they claimed I did not need all the sensors on agreement.I had to pay $270.00 in order for installation to take place although agreement indicated I would not pay anything, there is an additional $10.00 that would be added to the monthly fee of $46.70. I then paid $300.00.ADT is billing me for additional $328.46, they claimed other equipment were placed in my home for which I have no knowledge. I offered we go through my agreement or for them to send someone and we go through the installed equipment. While i was awaiting a call from the supervisor, ADT went into my bank account and took out $328.46 without my consent. Also for the month of March they went into my account three times without my consent, March 1, $46.70, March 23, $46.70 and March 31, $46.70. I did not give them permission to do so. I called them to see if the issue can be resolved but I am just getting transferred to different persons and then would be told supervisor will call be back. Please help me to resolve this and have the money due to me be returned.Please inform me if you need additional information Thank you in advance.

  

  Business Response

  Date: 05/27/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT is scheduled on 06/04/2022.

  Customer Answer

  Date: 06/02/2022

   
  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.
  
  *********************** *******************

• Initial Complaint

  Date:05/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  We haven't had service for two years or more because they needed to upgrade the parts but kept canceling appoints due to a a lack of inventory I think. Sadly I kept paying because they said we could get a credit on the account once the service was reinstated which was a lie. They upgraded the service although they never replaced the battery so it still doesn't work. After calling again the 10th time I inquired a a credit since the service should be up and running in a week. They instead tried giving me a loyalty price and said because of this they can't give me a credit for more than two months. I said I don't want the loyalty pricing, all I want is a credit for the two years it didn't not work. I was lied to for two years and I can't believe I was an idiot that allowed that to happen. We have been customers for ten years and I truly believed what they were saying to me that they would give us a credit for the time it was not working.

  

  Business Response

  Date: 05/27/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.
  As a gesture of goodwill, ADT has issued a 12 month credit. The fail to test signals began 05/2021.

• Initial Complaint

  Date:05/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 and i gave done business many years They called months ago to tell me i must change to 5 g and a service tech will come make changes They tried to up charge me at that time and i refused. They waived these charged Then the new system continued to go off and sound alarms Twice the service tech came out The problem was never resolved I turned off the system for a while But then cancelled my service I then got a **** fir 730$ And a reference to my contract. My monthly charge for service was $38.50 To end my service after years of use the want nearly 2 years worth if payments I just want out

  

  Business Response

  Date: 05/27/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Due to customer's tenure, we have refunded the contract termination charges taken.

• Initial Complaint

  Date:05/02/2022

  Type:Product 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 am an excellent, long-standing customer of **********************. I moved over a month ago, and since I have been trying to cancel my security services. I have called every possible number, contacted headquarters, emailed with no success! I have made at least 10 attempts to contact the company, and have been put on hold for hours being switched from one department to another with no one canceling my services!Call being charged by the company! I feel this is absolutely unethical to say the least ,and I would appreciate some kind of health and BBB

  

  Business Response

  Date: 05/27/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  The customer's account has been cancelled a refund has been processed. 

  Customer Answer

  Date: 05/28/2022

   
  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:05/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 became a customer with ********************************************* September 17, 2021. At the time, I was going through a really terrifying situation where I was being stalked by an ex boyfriend. I felt I needed to take the appropriate steps to protect myself, and chose to utilize the services of ADT. When I spoke to the original representative on the phone, I asked her several times about the service, and said I did not want to sign up for anything where a contract was involved, as I knew I would eventually not need the service any longer, as I live in a very safe area where crime rates are below average. She assured me several times that there would not be a contract, and if I ever did decide to cancel the service, the only thing I'd be responsible for paying, would be the cost of the security camera I purchased, which was financed through a special promo they were running. I was okay with paying for the equipment, as I could utilize it in the future for my own home security system. She emailed me the documents via docusign and told me I was just signing off on the installation appointment and equipment purchase. I called ADT last week to cancel my service, and that is when I was informed I was in a 5 year contract!! The rep had me pull up the docusign documents and that is when I saw it said I was in a 5 year contract! I feel extremely misled and taken advantage of. I can not afford to pay for this service for another 4.5 years. I would have never signed up if I'd known there was a contract. I understand I should have read the documents closer, but trusted what the representative had told me, and that I was just simply signing off on the install and equipment. Upon reading further into this contract, I also discovered there was a 6 month cancellation option where the contract would be null and void and no further payment would be required. I'm a little over a month outside of this 6 month window, and am hoping that can also be taken into consideration to get me out of this contract.

  

  Business Response

  Date: 06/07/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT's 6 Month Clause is only related to service & installation issues with the equipment. ADT must be afforded at least 3 opportunities for the same issue, in order to be considered for release from contract. ****************** has 0 service calls on file & does not qualify. 

  Customers are afforded 3 business days to review the contract in full & cancel if they do not agree with the terms. The charges are valid upon cancellation.

  Customer Answer

  Date: 06/17/2022

   
  Complaint: 17133052
  
  I am rejecting this response because: As previously stated, and as you would hear if you listen to the playback of my original phone conversation with adt, I asked many times if there was a contract and the rep said no. I recognize I had to sign documents, but it was all via docusign, and not with someone in person explaining each page. The rep explained I had to sign the docusign documents, in order for my installation appointment to not be cancelled. Again, misleading. I would have never signed up for adt had I known there was a 5 year contract. They rep kept stating I could cancel at any time. This is clearly a bait and switch scenario where I am now locked into something I never wanted to be locked into. I would have gone with a different company had I known. At this time, I am still requesting to cancel my service, without penalty. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/27/2022

  ADT stands by its decision.

• Initial Complaint

  Date:05/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 cancelled my service March 11, 2022. I asked at that time if I would receive any other charges. I was told that I would not, but on April 28th I received a debt of $22.71. I was well outside my contract time. I received no debt from them in March, but get billed over a month later. I would like my $22.71 back.

  

  Business Response

  Date: 06/01/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT requires a 30 Day Notice of Cancellation; per the contract signed. 

• Initial Complaint

  Date:05/02/2022

  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 signed up for service using protection plan and cameras never activated the protection plan and the cameras worked in sufficiently when I tried to call and cancel all I did was get put on hold endlessly and could never speak to anyone or I would just get transferred to someone that wears rude and just talked my ear off about why I cant cancel. Even though I tried several times to explain that the service was unacceptable.Ive requested a copy of my contract several times and they never provide it.

  

  Business Response

  Date: 06/01/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ***** would like to cancel account due to a move. We informed the client that he could not cancel without paying an early termination fee. 
  

  Customer Answer

  Date: 06/01/2022

   
  Complaint: 17127233
  
  I am rejecting this response because:

  
  Better Business Bureau:
  
  while I see they have me under contractual obligation I do need them to show me where it states the exact amount I need to pay If I am unhappy with the service I never used it at all.
  
  Sincerely, 
  
  *************************

   

   

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/23/2022

  We have called and emailed multiple times, but so far there has been no response.

  Customer Answer

  Date: 06/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will contact the directly with number they provided to resolve. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/02/2022

  Type:Product 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 was told on the sales call with a ADT sales representative that I would get all of the sensors I needed plus a panel and a smoke/carbon monoxide detector included in my package. On April 18th an ADT technician came out to my home and took 8 hours to install the ADT equipment and I was charged an extra $92.87 for the smoke/carbon monoxide detector which was not what I agreed on with the sales rep.4/19/2022 10:05am ADT Cancellation call csr: Sierra.She submitted the ********************* request, but it has to go through the local branch department and they will call me back within 24 - 48 hours and ADT will send someone out to uninstall the system.4 calls back to customer service later, and I finally got an appointment for a ADT technician to come uninstall my service.4/26/2022 @ 1pm, ADT technician ***** comes to uninstall the equipment. I asked him about my refund of $92.87 since I cancelled my service within the 3 day cancellation window. ***** knew nothing about my refund and told me he was just there to do the uninstall order. April 26th @ 2:10pm I called ADT again and spoke to *** who said someone from the local branch will call me within 3 days and my refund will be issued within 7 days of the uninstall. Now here we are on May 2nd and NO ONE from the ADT local branch has ever called me back nor have I gotten my refund and I have called ADT 12 times and I am fed up and I told them I was filing this complaint with the Better Business Bureau.

  

  Business Response

  Date: 06/01/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has released the customer under the 3 Day Right to Rescind.  A refund has been processed.

  Customer Answer

  Date: 06/01/2022

   
  Complaint: 17130802
  
  I am rejecting this response because after 20+ customer service calls initiated solely by me (after ADT lied to me by saying someone from their local branch office would call me to complete the cancellation and they never called me) to cancel my ADT account, I STILL received a **** from ADT for $35.51 and I don't owe ADT anything because I've been trying to cancel their terrible service since 4/20/2022!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/23/2022

  We sincerely apologize for the frustrations endured. We have confirmed that the customer has a zero balance. 

  Customer Answer

  Date: 06/24/2022

   
  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,
  
  ***************************