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.

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

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services

  1809 Olde Homestead Ln Ste 103 Lancaster, PA 17601-5957

  

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:09/17/2025

  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 called ADT security for my elderly mother w/ moderate dementia on 7/29/2024 so she can have cameras set up for safety, because of her old age,bad health & the fact that all of her adult children live thousands of miles away from her we wanted to make sure she'll be safe.I explained to customer service agent that it'll be under my mothers name since she's the one that will be needing ******** has money to pay for it. I'm broke. They said they just needed a credit card to "schedule an appointment" to send a technician at the house.That was protocol. I told her I didn't have access to my mom's credit card until she gets back home from the hospital.They told me that I can use my credit card in the meantime to get a fast installation the next day.They promised me it wouldn't be under MY name. The technician came & had me sign an agreement to enter the house to install the cameras. I again told the technician it's going to be under my mothers name not **** thought everything was fine because they had my mother's credit card & continued to charge her card for 14 months. (I should add that my mother never even used the monitoring system,only for 4 days because she got sick again & went into temporary hospice). So for 14 months my mom paid ADT until she died in July ******** I've been getting collection calls by ADT saying I owe them $3,291 left on the agreement since I'm the one that signed it!! They knew it was for my mom..I just gave them MY card in the beginning.They won't let us out of the 4 years remaining monitoring agreement. I was deceived in signing the agreement for my mom when I explicitly told them it CAN'T be under my name. I live in ***********!! I don't have any money.They used my mothers credit card & now they're coming after me because she's deceased & her card is cancelled!! I sent them her death certificate & offered to pay for the equipment we can't use,but that's it!They refuse to let me out of MY MOM'S contract. UNFAIR Deception!

  

  Business Response

  Date: 09/18/2025

  We were able to speak with Ms. ***** regarding her concern. We agreed to release her from the contract for ADT after she paid off the remaining loan balance of $599.59. We emailed her a confirmation.

  Customer Answer

  Date: 09/18/2025

   
  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:09/17/2025

  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 cancelled my subscription with ADT Security Services on July 17, 2025 with confirmation number ********. Since the cancellation, ADT Security Services has charged my card twice on August 16, 2025 and September 16, 2025. I have called and spoke to ADT representatives several times and they have all assured me that my account has been cancelled and I will not be charged anymore. I continue to be charged by this company. Im tired of this. This company needs to be reported for their shady business practices. When customers cancel their account, they need to abide by customers wishes and stop charging them.

  

  Business Response

  Date: 09/19/2025

  Upon Review of the account,there were 2 refunds for $24.99 processed yesterday. We tried calling the customer on the number provided but were unable to leave a message as the mailbox was not set up. We also sent email confirmation to the customer that the account is closed in good standing with a zero balance and no further bills will be taken. 

  Customer Answer

  Date: 09/19/2025

   
  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:09/15/2025

  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 changed from ADT to another security system in June and called ADT in July to cancel their services. The initial agent that I spoke with advised me that they will charge an advanced payment for August, but it would be reimbursed to me. Here I am in September I just called for my reimbursement only to be told I will not receive my money back because the payment is a cancellation fee. I asked for a manager, received a call back and she told me she would get me with billing to process my refund. In just a matter of being transferred, billing advised me that they cannot refund me.Why is this company going back and forth with refunding my money?? One person says yes then the other says no.

  

  Business Response

  Date: 09/16/2025

  Upon review of the account,the customer was disputing the last payment of $65.99 made on 7/23/25 after cancelling. We agreed to refund this amount back to the customer. We called ******* and apologized for the experience and processed the refund. Shes aware itll take 3-5 business days. She accepted the resolution and we emailed confirmation to the email provided. 

  Customer Answer

  Date: 09/17/2025

   
  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:09/15/2025

  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 originally signed with *****, but the contract was later transferred to ADT in early 2025. I believe I was scammed into the Alder contract from the beginning. That aside, I have been dealing with ADT since earlier this year when the contract was officially transferred.I have multiple screenshots from my ADT online account, as well as conversations with ADT help agents, clearly showing that my contract ends September 30, 2025. Despite this, on September 14, 2025, I received a notice for a $64.99 bill due on October 3, 2025.On September 15, 2025, I called ADT and was told I had to submit a cancellation request. This makes no senseif the contract ends on September 30, 2025, there should be no need to request cancellation. To make matters worse, the online end date of September 30, 2025 suddenly disappeared from my account. The representative, *****, then told me the contract supposedly ends in October 2025.While ***** was kind, another representative, ******, had been completely unhelpful earlier. When I asked ***** for written confirmation that my contract would be cancelled, I was told ADT cannot email me any documentation. Instead, they said they would mail me a form, but it would not arrive until mid-to-late Octoberweeks after my contract is supposed to end. This is completely unacceptable. If I have been paying ADT for years, I should not be denied a simple email confirmation of cancellation.***** even suggested I contact ***** for cancellation forms. When I did, ***** was confused, as my information had already been terminated and transferred to ADT.All I am asking for is immediate written confirmation (email) that my contract ends at the originally stated date of September 30, 2025, and that I will not be charged any early termination fees for calling to ensure my contract will end, or receive further bills.

  

  Business Response

  Date: 09/16/2025

  ADT spoke with Ms. ****** and confirmed the cancellation of the account is pending for 9/30/25 and sent confirmation of email as requested. 

  Customer Answer

  Date: 09/16/2025

   
  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:09/13/2025

  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 called on 9/9/25 to end service because we closed on the house that day. I was told 30 days notice is required and I'd be charged through October. I've been a customer for 14 years and so have a couple family members so I asked to have extra payment waived as I was unaware of the required notice. I also advised that I would be activating service on new house when we move in. Lady wouldn't help so I asked to speak with a supervisor. She transferred me to the accounting department and that agent said he couldn't help so he transferred me to another person in accounting who also said he couldn't help. Then I was transferred again to another person who was just repeating over and over again that policy is 30 days notice, no exception. He also refused to transfer me to a supervisor. ******** customer service. Clearly ********************** doesn't value loyal customers. All I am asking is that I receive a credit and not be charged for an extra 30 days.

  

  Business Response

  Date: 09/16/2025

  ADT has reviewed the account and found the balance is valid due to our 30-day cancellation policy. We spoke with the customers father who sent in the complaint on her behalf and explained our cancellation policy. The account that has been cancelled is for ******************** and it has been cancelled effective 10/9/2025. We apologized for the treatment his daughter received when she called in to cancel. We explained the September payment was made in August and paid for 9/1-9/30 however we can waive the bill that was generated for October. He was fine with the September invoice, and we applied a credit for $9.63 which was the final invoice owed to ADT. Account balance reflects zero and no further action will be taken closing case.

  Customer Answer

  Date: 09/18/2025

   
  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:09/13/2025

  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 am submitting this complaint against ******************* (Alder) and ADT Security regarding their mishandling of my security service account, which consisted of exterior security cameras monitored through a mobile phone application. established service with *****. Later, I ***** acquired by ADT. When I began experiencing issues, I contacted ***** for assistance. During these communications, I discovered none of my personal information was accurate on the accountthere were three different and incorrect addresses associated with it. ***** representatives informed me that ADT was responsible. However, when I contacted ADT, they were unable to locate any account under my name and referred me back to Alder. This resulted in a continuous cycle of referrals with no resolution. Despite multiple good-faith attempts over several months, neither ***** nor ADT corrected the inaccurate records or properly serviced my account. Due to the lack of resolution, I stopped payment. Even after this, I continued calling in an effort to resolve the issue, yet no representative from either Alder or ADT has contacted me. This conduct demonstrates: Failure to provide contracted monitoring service. Failure to maintain accurate account records. Failure to resolve a customer dispute in good faith. Potential unfair and deceptive business practices. I respectfully request the Better Business Bureau investigate this matter and assist in obtaining a resolution. Specifically, I seek: Correction and or closure of any erroneous account(s). Written confirmation that no balance is owed due to service provider error. Assurance that no adverse credit reporting has resulted or will result from this dispute. I have acted responsibly and in good faith throughout, but the persistent lack of accountability from Alder and ADT has caused significant frustration and hardship. Thank you for your attention. I look forward to your assistance in achieving a fair resolution.

  

  Business Response

  Date: 09/15/2025

  We have been in receipt of your Better Business Bureau concern and have been unable to pull up an account with the information provided. 
  May we please have the customer/billing number or telephone number associated with your complaint?Is this complaint against ADT LLC/ADT +, Protection 1 or Blue by ADT/Lifeshield? 

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23880427
  
  I am rejecting this response because: The multiple times I have called I provided my address and phone number and they weren't able to locate my account. They had three addresses on and account with my name attached as an emergency person but not my personal account.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 09/17/2025

  We were able to speak with Ms. ******* regarding her concern. We updated her account information to match what she requested. We emailed her a confirmation.

  Customer Answer

  Date: 09/17/2025

   
  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.*** handled the matter with professionalism and ensured the issue was resolved appropriately.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/12/2025

  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.

  Several times this year, ADT has not sent me a monthly billing statement. I have been a customer since 2009, my information has not changed. Then suddenly I receive a past due notice and a double billing statement. Most recently, on 8/28/2025 at 11:51am, I placed a call to the billing department and spoke with their billing specialist *****. I first asked her to verify the billing information they had for my account. She did and all the information was as it should be. I then asked why I had not received a bill. She responded that my bill had not been generated yet. I then asked if my account was current. She replied yes. Two days ago I received a text telling me that my payment is 30 days past due. I have been receiving my statements via ***** for years. I receive the system status report regularly and other communication via email. I recently received an email regarding a rate increase. All to the email that I had been receiving my monthly bill. Now they claim, on the previous occasions when I have not received it, that it was sent. One supervisor I spoke with earlier this year claimed that they had a problem with the billing system. That was months ago. They need to fix whatever the issue is and stop double billing me. I receive all of my bills from other companies via ***** because my postal mail is not delivered to my door. The mailboxes are at a central location at the top of the complex and, due to my disability, I cannot walk up the hill to get it. Ebills come directly to my email address allowing me to receive and pay my bills on time. ADT is not providing me with the service they offer, on a consistent basis. Also, I recorded the call with ***** and will try to upload it to my complaint.

  

  Business Response

  Date: 09/15/2025

  Upon review of the account,We confirmed that Ms. ****** is signed up for email and mobile billing notifications. We reached out to her via email and showed proof shes signed up properly. We inquired if its possible the billing notifications were marked as junk or spam and if shes able to look and see if she can adjust that from her own email. We also informed her shes not been double billed. ADT hasnt been paid for the ***************** Month, due 9/2/25. Shes also being billed for October but its not due at this time. ADT removed the upcoming rate increase so her monthly will stay at $73.67. Theres not much else were able to do. Ms. ****** can always utilize ******************************** to see the current bill anytime. 

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23874620
  
  I am rejecting this response because:
  They are not addressing the underlying issue which is with their billing system, as I was told by a supervisor when it happened before. I already know that my account information is accurate and I know that *****, the billing specialist I spoke with lied about my September statement not having been generated yet. Im a disabled senior citizen not an idiot! I dont need to be told to check my junk or spam folders! You people need to stop trying to blow smoke and fix the problem. NONE of the other ADT emails I received went to junk or spam and NEVER HAVE!! Thats the problem with businesses these days, no accountability, no integrity! Fix your billing delivery system then I will be happy. 
  
  Sincerely,
  
  ***** ******
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/16/2025

  Upon further review of the account, ********************** contacted Ms. ****** and offered to unenroll and reenroll her email address, we also offered to change it to a different email she may have to see if anything changes. By her own admission and ADTs verification, all the information for her is correct and she is set up to receive both email and mobile billing notifications. Weve submitted a help ticket with our IT department, but theres been no evidence submitted to confirm this is ADTs fault. While we do not imply the customers intelligence is less than we need to be open to the possibility this could be user error or an outside factor is at play that ADT is not in control of.
  
  Weve given the customer many alternates to receive their bill, along with them being able to go online to ******************************** at any time to view their statement.
  

  Customer Answer

  Date: 09/16/2025

   
  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. I will use an alternative email address, however one of THEIR supervisors DID advise me that the issue has been an issue for some time. Besides, if my email address was the problem I would not have received ANY of the other communications sent to me at the email address currently on my account. Like I told you before, take accountability and responsibility for what you KNOW is wrong. If it occurs again, you WILL be hearing from me again. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/10/2025

  Type:Delivery 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.

  In March 2025, we ordered 2 replacement CO2 monitors and 2 replacement smoke alarms for our home security system. Upon receiving the package there were no CO2 monitors. We contacted ADT about this and they sent 2 more CO2 monitors. We were billed for $400 plus tax for the first shipment of 4 items plus an additional $200 plus tax for the shipment replacing the items not received in the first shipment. We installed the 2 CO2 monitors but learned the smoke detectors were not needed to be replaced. ADT sent us a postage paid shipping envelope to which we attached the shipping label they provided and mailed back to them in early April. When we were first billed for the CO2 monitors we didnt receive, they played pass the **** on what area needed to resolve this and no one ever did. We were then not credited for the $200 for the smoke detectors we returned. We paid $220 for the 2 CO2 detectors we received and installed. Despite 11 phone calls and 3 emails, we have yet to have this issue resolved. We are now 150 days past due, plus late charges and they are threatening to turn our account to a collection agency plus add termination fees. The balance they say we owe which now with late fees is over $450 relates to equipment we never received or have shipped back to them using the shipping address and envelope they provided. They keep asking for a shipping tracking number on the return envelope. As they provided the shipping label and a shipping envelope with postage with no additional instructions we just mailed the package at the post office. ADT has told us 6 different times our situation will be escalated and someone will contact us but they never do. I have tried 3 times to speak with supervisors on this and the situation is still unresolved. We have continued to pay for alarm service and are current through September 15

  

  Business Response

  Date: 09/17/2025

  ADT has reviewed the customers account. We contacted the customer and has confirmed that he was billed for carbon monoxide detectors twice and the smoke detectors that was returned. We waived the late fees in the amount of $25.00 and adjusted the equipment balance in the amount of $438.00. The customer was satisfied with the resolution.

  Customer Answer

  Date: 09/17/2025

   
  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:09/09/2025

  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 sent my order before it arrived I attempted to return and cancel the equipment. They did not allow that but said they would cancel the subscription on July 7th verbally. I called again August 3rd, August 8th and August 13th and was told that they couldn't send a cancellation email but that I wouldn't be charged despite my account showing a scheduled billing. August 20th I was charged $40 for the subscription service. I called and was told after 30 minutes and 4 transfers to other agents my service was cancelled and I would not be charged again. Today I was charged AGAIN $40.00 for ADT+ a service NEVER used or activated. I spent AN HOUR AND A HALF on the phone to be assured charges would be cancelled and I would be refunded one month but that they "have to do it on the back end" and can't provide a cancellation confirmation. So I fully expect to be charged again and I want to lodge a formal complaint with my bank and will take legal action if they continue to charge me.

  Customer Answer

  Date: 09/12/2025

  Issue resolved. ADT reached out with an account manager and apologized for the time it took to cancel and refunded the months I had been in contact requesting cancellation. 

• Initial Complaint

  Date:09/09/2025

  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.

  I bought an alarm system. I was told the equipment was free. The installer grossly upsold me without explainingputting $1900+ worth of equipment. They told me I could pay it off at my discretion online, so I did. Now they tell me that I was set up with some sort of payment plan and the money went to monitoring and they cant move it. I am elderly and I feel totally scammed.

  

  Business Response

  Date: 09/19/2025

  The payment for the loan issue has been addressed.  The loan has been paid in full.  ADT applied a 2-month RMR credit as a goodwill for the troubles.  

  Customer Answer

  Date: 09/19/2025

   
  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,
  
  ***** ****