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Business Profile

Burglar Alarm Systems

ADT Security Services

Headquarters

BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

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

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ADT Security Services has 247 locations, listed below.

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    Customer Complaints Summary

    • 10,902 total complaints in the last 3 years.
    • 3,677 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/02/2022

      Type:Order Issues
      Status:
      Answered
      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.
      This company continues to harass me about an unpaid bill. I called the company in December *************************************************************** February 2022. The company has confirmed on the telephone and by email numerous time that no balance is due. I was told to disregard the notices. On March 22, 2022, three separate people from Protection1/ADT called to collect the balance. I contacted them again by email and received an email on March 23, 2022 stating no balance is due. Yesterday, October 1, 2022, I received an overdue balance letter in the mail from Protection 1 threatening to send my account to a collection agency for a cancellation of contract again! No one on the phone can help and they keep directing me elsewhere. I have called numerous times about this in the past. At this point, this is negligent, unprofessional and not acceptable. I do not owe a *****, this contract was expiring and the proper notice was given not to renew.

      Business Response

      Date: 11/02/2022

      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 remaining balance, as a gesture of goodwill.

    • Initial Complaint

      Date:10/02/2022

      Type:Order Issues
      Status:
      Answered
      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 customer service has been so poor I logged in to my account to see how much longer I was on contract. I had an ADT contract seven years ago in another state, and was shocked to see they had mixed up the current contract with the information from the old one. In the event of an emergency, they would have tried to send emergency personnel to another state, and the contacts were also from another state. Any attempts to contact them have at least an hour on hold. I consider this not only a breach of contract, but more importantly a danger to people and property they were supposed to protect. I want out of my contract with them so I can look for other options, without any penalty fee. My contract ends December 2022, so that would be 3 months of payments. I think that is generous considering the severity of their error

      Business Response

      Date: 11/02/2022

      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 provided the customer with a month of credit. 

    • Initial Complaint

      Date:10/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 adt security at my business .I have to close my business as mall is shutting down I cant reinstate the service till I found the new location . ADT is charging me $750 for early termination . As I m ready to move the service at my home . Can business bureau help me out

      Business Response

      Date: 11/03/2022

      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 processed a refund of the contract termination charges incurred. 

    • Initial Complaint

      Date:10/02/2022

      Type:Billing Issues
      Status:
      Resolved
      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 contract with ******** Security, they apparently sold my contract to ADT. I do not wish to work with ADT and do not have a contract with them. Once I realized what happened I immediately called ADT demand they stop charging me since I do not have a contract with ADT. After being transferred to 5 different agents and sitting on hold for over an hour I found the right person assist me. ADT has charged my credit card with an early termination fee which I did not give consent to and they have also charged my credit card with monthly fees with again I did not consent to. I do not have a contract with ADT I did not consent to the early termination fees NOR did I consent to ADT auto charging my credit card for ANY charges. I want a full refund of $249 returned to me either via check or credit card 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.

      We confirmed that the customer's account is closed. 

      Customer Answer

      Date: 10/25/2022

       
      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,

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

    ADT Security Services is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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