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

  
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  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  

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:10/03/2022

  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.

  ADT Blue sold me a security system that is incompatible with my network speed of 5G. It will only work with 2.4G. I am in a rental and the internet is controlled by the landlord, who will not change the internet speed. The need for 5G was never explained to me or asked of me when I agreed to purchase this system. ADT will not release me from my contract.

  

  Business Response

  Date: 11/14/2022

  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.

  Blue assisted with setting up the customer's account. We have also issued an account credit. 

• Initial Complaint

  Date:10/03/2022

  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.

  We have antiquated equipment. System doesn't send a consistent signal to ADT. They have an automated call that we receive when they do not receive a signal from my system. This issue is over four months and counting.When you call they send you to an account manager but they never pickup. My wife and I have stayed on the phone for over an hour waiting for a rep.Consequently they've charged me each month for service that is inadequate. Basically we've been unprotected.Just replace my system I'm under contract for two more years.So this is how they treat a customer that has been with them for 22 years.

  Customer Answer

  Date: 10/28/2022

  I have antiquated equipment that hasn't been fully operable since may of this year 2022. Each time I call, ADT put you on hold and never return. I've called no fewer than 10 times. ADT continues to take money out of my account each month but isn't providing the service required. I would like a refund and or updated equipment at no cost.

  

  Business Response

  Date: 11/27/2022

  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 has quoted the customer for a system replacement. 

• Initial Complaint

  Date:10/03/2022

  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.

  I had a power issue September 21st at around 8pm (which required the ***** *************** and ***** Electric to rectify).Upon power being restored, I found out multiple things in my house had been fried (including ADT alarm system which I have had 19 years and 4 months).I called ADT to see what they could do and they wanted to send out a repair technician but wanted to charge me around $90 for the first 30 minutes and around $30 for each additional 15 minutes.I told ADT I didn't need their system and if they cannot fix it, I want to cancel. They told me that I could get free technical support for 12 months and they would send a technician to my house to repair it.The technician showed up and said it was a wiring issue and they won't fix (keep in mind, ADT installed my system which included the wiring which they now won't fix) and that I would need to hire an electrician.I decided to cancel since ADT is not willing to fix their system that THEY installed. I noticed a pending charge of $297.86 on my bill that will be charged on October 14th, 2022.I have called ADT multiple times to question this charge since I NEVER agreed to a contract and NEVER signed a contract (nor did they email or explain any contract on the phone). Every time I call ADT I am put on hold for 30 to 90 minutes and when someone answers, they say they cannot help in this department and just transfer me again.I believe I have spent roughly 4 to 5 hours talking to people and being transferred around. I believe they are hoping most customers will just give up and they can collect a "cancellation" fee that was never agreed to.

  

  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 has waived the contract termination charges, as a gesture of goodwill. 

• Initial Complaint

  Date:10/03/2022

  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.

  The following complaint is to be addressed in favor of my health and safety, and the liability to not pay any penalties for the past nine months I had ADT; service was faulty when I first used ADT for a health emergency in July, nevertheless, ADT service all around is not up to the standards I relied on, and I demand immediate cancellation without any of the bogus penalties that I was absolutely NOT AWARE of. This is the case in its entirety and this is completely criminal on ADTs behalf as I was canceling my service: I was not aware that I had signed a contract, at all, whatsoever. As I recall, after installation, the technician described what I was signing was merely terms and conditions, never the less that I would be under a five year contract without any awareness on my behalf no one else had issued me an explanation that what I was signing was a contract, and I would throughly remember if I were to sign a contract at any time.I am now in the process of moving from my home; the service and set up of ADT by the way, was faulty, and again, I had a medical emergency that did live up to the immediate standards of ADT, I have since, obviously had been treated, though I recall the representative with ADT, I could barely hear or communicate with them as I could barely breathe and this is not the only instance, but this was what compelled me to cancel my service and now I am being charged for the rest of the faulty equipment the technician had installed alarms that go off to the breaking sound of glass and wood where my windows are not made glass; a faulty doorbell, and technician had asked multiple times to come back to my residence without my consent. I am seeking to BREAK MY *unknown* CONTRACT with ADT along with my cancellation. I have waited for more than half a day on the phone being tossed around departments like a ball and I am demanding to end all of this.

  Customer Answer

  Date: 10/06/2022

  ---see attached--

  I need to address additional information; that I am being charged maliciously after cancellation of services, as I mentioned before, I was completely unaware that I was under a contract and originally I was told by an agent over the phone that I had to pay an upward of $2,000 which I did not agree upon, and now I am finding out my bill is more than $4,000. The service was faulty and I did have to use it in an emergency making me not to trust the service and wanting to cancel. ADT agents will not answer my calls, I am at a complete lost because i just have to emphasize that I was not aware I was under a contract when I thought I had signed only a terms and agreement. I cannot afford anything from this.

  

  Business Response

  Date: 10/24/2022

  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.

  We advised **************** that the charges are valid & offered to reinstate the account. 

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18160193
  
  I am rejecting this response because:
  
  ADT are criminals! They continue to take money from my family without our permission and drain our accounts! To restore the services? No such thing on their part. They are not sorry because they dare to take initiation and they are being nonchalant and vindictive someone, anyone, needs to stop their conniving acts because I will repeat I did not know I was under a FIVE YEAR contract. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/27/2022

  ADT stands by its decision & consider this case closed. 

• Initial Complaint

  Date:10/03/2022

  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'VE NOW ATTEMPTED TO CANCEL MY SERVICE VIA 3 DIFFERENT WAYS. NONE OF THEM WERE SUCCESSFUL. I WANT TO CANCEL MY SERVICE.

  

  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 has confirmed that the customer's account is closed. 

  Customer Answer

  Date: 10/31/2022

   
  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.

  I can now, validate the account is closed and the account balance is: $0.00 as expected. This case can be closed.

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

• Initial Complaint

  Date:10/03/2022

  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 have been an ADT customer for 3 years and never had an issue making a payment on time. For the last 3 days I have been calling to try and cancel my ADT service because I no longer wish to have it and I keep getting put in a transfer loop. I literally waited on the phone for 4 hours being passed from one representative to the next and still did not achieve what I wanted. I would like for someone from ADT to contact me to resolve my issue.

  

  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.

  We have confirmed that the customer's account is closed. 

  Customer Answer

  Date: 10/31/2022

   
  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:10/03/2022

  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.

  I relocated from *********, **. to ********, ** in October of last year. I had a 3 year contract with ADT signed October of 2019, for a hardwired system at my address at ************************************************************************************. When I relocated, I spoke with the re-location team who advised me I would need to use Blue by ADT as that was what was available in **************. I spoke with multiple reps to get the process completed, was told I would have to do self installation, and they would send me the things that I needed. I inquired multiple times on multiple calls to confirm my contract would not be extended. I signed the requested contract they emailed and was told to ignore the 36 month term as my contract would NOT be extended past my initial 3 year contract initiated in October of 19, it would be a continuation of my services from that initial contract.I called in October of 22 to confirm this would be my last payment, and inquire on how to send equipment back. I was told my contract was indeed continued and would continue to October ****. I am requesting that the remainder of my contract be canceled as I only agreed to continue services as a continuation of my first contract- Set to end October 2022.

  

  Business Response

  Date: 11/17/2022

  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 has advised that the contract is valid. 

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18159313
  
  I am rejecting this response because: I did not accept that the contract is valid. I requested calls to be pulled telling me to ignore the contract and the company refused. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/27/2022

  We stand by our decision. 

  When the customer closed the ******* Ave account, they owed $441.80 in contract termination fees. Contract termination fees are waived when the customer relocates their ******************** & signs a new contract agreement with ADT & Blue. The customer entered into a contract with Blue, in order to be absolved of the previous contract termination fees. Should the customer wish to close their Blue account, the contract termination charges are valid. 

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18159313
  
  I am rejecting this response because: this is not the information I was provided with when I spoke to transfer my services. I was advised my contract would continue AS IS and would not be extended. I was never advised of any termination fee amount or it would have been paid. I didnt wish to continue my services with ADT to begin with, why would I extend a 3 year contract? I want my services canceled with the remainder of my fees waived. Why is it so hard to just get a resolution based on the fact that recorded calls state the opposite of what youre saying now. **** the calls, and listen to the conversations. I was advised of incorrect information. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/03/2022

  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 am not getting my paper statements in the mail at all. I used to get them all the time. Now I am nearly missing bill payments because I prefer to mail a check in. I expect this to be fixed.

  Customer Answer

  Date: 10/05/2022

  On 10/3/2022, I contacted ADT to help my mother out with the alarm system at my other house in ********. When we reached a person, we were given an appointment for 10/4/2022 at 12:30 PM CST with information that it would be an in-person appointment. My mother is over 70 years old and cannot do the troubleshooting required for the chime battery replacement. The confirmation number given was ********* during the call. The technician never came. When my mother called up ADT, she found out it was a virtual appointment and was scheduled for tomorrow, not today. This is not what was told to us on 10/3/2022. Furthermore, your agents placed my mother on hold for over 30 minutes after telling her this and never came back to the call to fix it. This is horrible service. I expect this complaint to get a technician scheduled for a physical visit to the house, a credit on the bill, and an apology from a senior management official for the following items: (1) over 2 hour hold times, (2) the clearly overseas call centers used to answer non-emergency questions, (3) the poor callback system that places you on hold again for over 30 minutes after making you wait over 2 hours, and (4) the poor technical support of your call center to begin with.  Refund

  

  Business Response

  Date: 10/24/2022

  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.

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18158630
  
  I am rejecting this response because: The response does nothing to address the following items:

  (1) Does not mention anything about the technician being dispatched out

  (2) Does not address in detail the poor phone service

  (3) Does not address the dispatch fee or credit that was requested

  (4) Does not contain an apology from a recognized figure in the company.

  The response overall is utterly generic and not appropriate for this complaint.

  Sincerely,
  

  *********************************

  

  Business Response

  Date: 11/28/2022

  ADT sincerely apologizes for the frustrations endured. ADT issued a credit of $90 after completing service at the location.

  As a gesture of goodwill, we have issued an additional credit of $97

  Customer Answer

  Date: 11/30/2022

   
  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:10/03/2022

  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 should be shut down. They are engaging in consumer fraud. They charge a fee every month but refuse to make sure their system works. The alarm goes off at all hours, especially during the night. They initially told us to fix it ourselves but their "directions" caused a panic alarm and the police showed up. So we had to schedule a tech to come out. It takes weeks to get a tech here. Tech spends hours and claims it's all set. He promises it's fixed. He leaves. ***** goes off again, at all hours. Takes weeks to get another tech here. This time, I get charged for the visit. He promises it's all fixed. Same thing results. After he leaves, it starts going off again. Another tech comes this time and promises the alarm will stop going off when it's not supposed to. He leaves. Immediately the alarm is going off again at all hours. I have written to them, called, etc. and it's again been MONTHS OF THIS and they REFUSE to fix the problem. Their latest excuse was the hurricane in florida...which is a gazillion miles from here and hadn't even happened yet when they started using this excuse. This company should be shut down.

  

  Business Response

  Date: 10/30/2022

  After review, we worked with ******************* who was able to have a technician out on 10/5. We followed up with the customer after the service appointment and she advised she hasn't had any issues since. A 3 month goodwill credit was applied to the account

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18158255
  
  I am rejecting this response because:  I complained for months about this alarm going off at all hours.  Each time, it took many days to get a tech here.  Each time, the tech promised it was fixed.  It wasn't.  The alarm kept going off, including during the night, causing many nights of lost sleep.  They didn't care about this at all until i filed with you and the AG's office.   Why should anyone go through this? I wouldn't take 177 dollars (the amount they claim they are crediting me) for ONE lost night's sleep.  But MONTHS?  Are they KIDDING? No.  This was consumer fraud.  They expected me (and who knows how many others) to keep paying them and put up with night after night of lost sleep. How would their CEO and board like to have someone show up at 3am at their homes with an air horn and blast it under their bedroom windows?  for MONTHS. This isn't over.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/02/2022

  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.

  In July, I sold my house and moved into an apartment. At my house, I was using ADT security systems and had one more year in my contract with them. They told me that early termination of the contract would cost me about $400, but if I signed up for ADT Blue for the remainder of the contract I could transfer services and avoid the termination fee. I signed up for Blue by ADT and received a camera for use in my apartment. They never stopped service at my house. I called them in August and September asking them to stop service at the house since I moved and was now receiving the Blue services. They said they would cancel at the house address, but then charged me the $400 termination fee anyway, that is due 10/7/22. I called them back and asked that they resolve the issue, and they said they would only if I had my new account information for Blue by ADT. I didnt have it available, and I cannot reach their customer service to retrieve that information due to 45 minutes or more wait times. I want them to cancel my old contract without the termination fee, as they initially said they would. I would also like to get out of my Blue by ADT contract due to poor customer service and because I dont trust this company after the issue I had with them.

  

  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.
  

  We have confirmed that the contract termination charges have been waived.