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 has 247 locations, listed below.

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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

  
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  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  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:09/27/2022

  Type:Order 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 submitted a review..I cannot type all those complaints again. Please refer to my review (same name, same email address & same account) This is draining & I am at my wits end with ADT. I want to speak with a real *************** I am done! I regret signing up for another 2 year contract & shelling out over $1300 for a system upgrade! It hasnt been 6 *************** been multiple problems with it! Very long wait times to talk with customer service & trying to talk with a manager is like calling *************** in **!!!!!! I shouldve listened to family/friends when upgrading my system! BTW, Im a customer of over 12 years! Transferred from my previous residence to my current home of 10 years

  

  Business Response

  Date: 10/30/2022

  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 replaced the faulty equipment in the home.

• Initial Complaint

  Date:09/27/2022

  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.

  ADT Security Services - I really shouldn't have to pay them anything other than what I have already paid them.I had an account with ADT. I had complained on several occasions so I finally told them I wasn't satisfied and I wanted to cancel my account. I have only been with ADT for four to five months so the customer service lady told me I would have to talk to their local ADT here in Alabama where I live and they said this would take about four to six days for someone to call me back. I waited patiently for over a week and I then call them back and I was given another excuse and I waited another two weeks and I told them no one from ADT here in Alabama has called me back. I was then asked a series of questions and they apologized and tried to get me not to cancelled but I was adamant about canceling I was very disappointed with my service. I was told I would have to pay **** to cancel and then this week I received a bill for ******* and to top that off my bank told me they attempted to take over 800 out of my checking account not once but over three times this week.

  

  Business Response

  Date: 10/30/2022

  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.

  
  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve a system-related issue and has not been able to resolve that issue within the first six (6) months of your contract. Equipment must be fully removed before a refund will be processed. Conditions preventing normal system operation cannot be caused by the customer.

  The customer has no service call history & does not qualify.

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising 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 have had ADT since 2019, and have had issues with our front door sensor battery dying every month and having to replace it constantly out of our pockets, Also, our door bell with camera has not worked in over a month and keep getting the run around when trying to get someone to fix it. They told us someone was coming out last Monday, never came but called trying to have us trouble shoot the problem ourselves of which, we had already attempted to do on our own. Then sent a new door bell for us to fix on our own. It did not work for the set up, of which I wasted over 2 hrs of my time trying to get to work. When you call to get help, it is over a 78 min wait. I work and don't have time for that. I sent a complaint email to which they said someone would call us Sept 29 at **** which is unacceptable as I requested a technician to come out and fix these 2 problems. I just want out of this contract at this point as their customer service is horrible and I am paying for a service I am not getting. I want to transfer to a different company that doesn't waste my time and money. It is not my job to stay on the phone for hours to do their job. Please help.

  

  Business Response

  Date: 10/30/2022

  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 proud to offer convenient virtual service resolutions to all customers. If an on-site assessment by an ADT technician is performed at the customers premises, ADT will implement an on-site assessment charge of $59 for those customers with a quality service plan. ADT has the right to change the on-site assessment rate at any time by posting updated and current on-site assessment rates at MyADT.com.