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

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  ADT Security Services

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

  
• 

  ADT Security Services

  5001 Howerton Way Ste A Bowie, MD 20715-4459

  

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:10/23/2024

  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 had an ADT Alarm system installed at our home since 2013. Our home was burglarized on 7/28/2024 even though the ADT security system was properly armed at the time of the break-in. We lost over $45,000 worth of personal property and other damages. ADT reimburses up to $500 under the Theft Protection Guarantee program and requires us to provide the documents such as Police report, Insurance claim report and Proof of insurance payments and Signed copy of Theft Protection Guarantee certificate within 60 days of the incident. As I was out of the country for a couple of weeks to visit a sick relative and as we did not receive the copy of the Police report on time, we mailed the claim under the Theft Protection Guarantee program on 9/25/2024 (handed the letter to the *********** front desk) well before the deadline of **************************************************** the program. ADT however denied the claim saying that they received the claim in their department on Oct 4, 2024. We called ADT **************** couple of times and they said that they won't be able to help us on this.Also, all windows including the patio door had shock sensors installed by ADT (ADT Agent claimed at the time of installation that the shock sensors will detect breaking glass and charged us extra for the shock sensors). The burglar broke the patio door glass to enter the house which was not detected by the shock sensors as promised by ADT. We are requesting the following:1) Advise ADT to fulfill their promise under the Theft Protection Guarantee program by reimbursing for the loss as we mailed the documents within 60 days from the date of the incident..2) As the Shock sensors did not not work as promised, request ADT to replace all Shock sensors with reliable sensors which detect breaking glass.

  

  Business Response

  Date: 10/24/2024

  ADT contacted Mr. ********** on 10/24/24 and advised that his Theft Protection Guarantee did not meet eligibility guidelines regardless of if it had been received on time. ADT has offered to have glass breaks installed for Mr. *********** Mr. ********** wants to consider the offer at this time and will make contact if he wants to move forward. 

  Customer Answer

  Date: 10/28/2024

  Dear BBB Team,

  Thanks you for following up with ADT Team. The issue is not resolved yet.

  **** ******* from ADT called us on Thursday to discuss options and we wanted to have a follow-up call. We are trying to reach him since last Friday and left him couple of voice mails and we are waiting to talk to him.

  Thanks 

  ***

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22465852
  
  

  Dear BBB Team,

  Thanks you for following up with ADT Team. The issue is not resolved yet.

  **** ******* from ADT called us on Thursday to discuss options and we wanted to have a follow-up call. We are trying to reach him since last Friday and left him couple of voice mails and we are waiting to talk to him.

  Thanks 

  ***

  
  
  

  

  Business Response

  Date: 10/31/2024

  ADT was in touch with Mr. ********** on 10/30/24. Additional options for Mr. ********** regarding his service were emailed to Mr. ********** on 10/31/24. 

  Customer Answer

  Date: 11/01/2024

  Hi

  We are still working with ADT team on this issue. We will update once we have a resolution.

  Thanks

• Initial Complaint

  Date:10/23/2024

  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.

  I am writing to formally lodge a complaint against ADT Security Services regarding the non-functional state of my Skybell doorbell camera, which has not worked for the past 6-8 months, and my garage opener, which has been inoperative for 2 months. Despite numerous calls to ADT customer service over the past year, the issues remain unresolved.On multiple occasions, I was promised by customer service representatives that the regional director would contact me. However, I have only received one call from the regional director. Several technicians were dispatched, yet the problems with the Skybell doorbell camera and the garage opener persist.Meanwhile, ADT has continued to draft money from my account for ******************** that were not being rendered. I have been billed the full price without any credits or adjustments for the downtime of the services.I request the BBBs assistance in resolving this matter, ensuring that ADT provides the services I am paying for and offers appropriate compensation for the period during which their services were non-functional.

  

  Business Response

  Date: 10/28/2024

  ADT reviewed the customers account and determined the account was already pending cancelation. We determined we only serviced the system twice, once virtually on 11/30/2023 where the doorbell connection was resolved, and a second time in-person on 7/25/2024 where the garage door controller was re-connected. We found account notations that the doorbell was still not connecting after this visit.
  
  We contacted the customer and provided our findings. We requested the opportunity to service their doorbell and evaluate a downtime credit. The customer declined and chose to proceed with cancelation. We advised the early termination charges for canceling mid-term had already been waived as a courtesy, so no further credit would be due. We advised that placing any downtime credits on the account for the portion she paid monthly toward video services, would amount to substantially less than being released from contract,as was already done.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22465743
  
  I am rejecting this response because the information you provided is simply not true. I called several times while I was an active customer, and the lack of concern was extremely frustrating, which is why I made the decision to cancel. ADT did not put forth any effort to resolve the concerns with my system until I filed a claim with the BBB.

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

  

  Business Response

  Date: 11/05/2024

  As the customer has already canceled, ********************** has no opportunity to resolve their system concerns. We offered the option to keep services active and a complimentary service visit to address their system and this was declined in favor of cancelation. Due to their experience, ADT already released them from the remainder of their contract and waived early termination charges as a gesture of goodwill. We have taken their feedback under advisement toward improving our service. 

• Initial Complaint

  Date:10/23/2024

  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.

  Calling these people, emailing them, filing disputes with my bank, doesn't go anywhere, so I here I am. I signed up with Blue by ADT in March of 2021. The system worked for maybe 3 months. This is a system that plugs in. It's not installed into your house or anything. Keep that in mind. We unplugged the system leaving it offline. December 2021 rolls around and we were moving to *******. I contacted them to see how we can get out of this because it doesn't work, it was in a box at this point, basically brand new. Unless we paid it off, we couldn't do anything. Mid 2022 I called to see how much we owed because we weren't using the service, it was still in a box. We owed a little over $1k at the time and we could pay it off and be done, but we couldn't afford that at the time. She offered me 3 free months which we never agreed upon because I ended the call. The lady I spoke with said once it's paid off, I would no longer be charged. I would own it and do as I please. Fast forward to february 2024 I called to see when the contract was up and opted for callback. I answered, they hung up. In September, I noticed I was still being charged. I was trying to find paperwork on it to see when we got it because it had to be paid off. I couldn't log into my account because my system was offline. I found the box in my storage unit and was fortunate enough to find a package contents paper with the date with march 2021. I emailed this time because calling doesn't work. They told me since I didn't call to cancel I was being charged services. What services? No one called to make sure we weren't dead. It is a plug in system afterall and has been offline for years, and I did call multiple times over the years. I disputed the charges with my bank to which I got a new card number. Over the past week or so (the only time they have ever called) was regarding my past due charges? I've called. I've emailed. I've disputed charges. I don't know what to do. They are not cancelling my service.

  

  Business Response

  Date: 10/29/2024

  ADT has reviewed the customers account. We submitted a cancellation request, and the account is now cancelled. We also waived the past due balance. We made several attempts to contact the customer by phone on 10/28/2024 and 10/29/2024 with no response back.

• Initial Complaint

  Date:10/23/2024

  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 had security service installed with Safehaven Security an authorized 3rd party for ADT ON September 3rd, 2024. On **************, birth of my cameras stopped recording. I spoke with the technical support team at ********* where a ********** was sent out to troubleshoot. The cameras were back online until September 30th, with the same issue. A second ********** came out. The cameras were fixed until October 9th where the cameras would record a few clips or none at all. October 22nd, I reached out again after days of sitting on the phone to troubleshoot the equipment. Im elderly and handicapped. My profession prior to wasnt a ********** of any sort. On October 23rd I was scheduled for 3rd ********** to come out. At this point Im aggravated and annoyed and just want to cancel the service. I spoke to 11 people today in reference to canceling the service, (6) from ********* and (5) from ADT. They all informed me that I wouldnt be able to cancel the service until the Early Termination Fee of $1,682 was received. So you mean to tell me that I havent had consistent service for 30 days, yet I have no other choice but to keep calling back with the same issues until the ************************** I have to pay the ridiculous fee for the MOST EXPENSIVE & WORST MONITORING SERVICE. I feel like Im being taken advantage of. I NEED REAL HELP!

  

  Business Response

  Date: 10/24/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE HAVEN SECURITY
  **************************************************************************************
  **************
  Please forward this on to the correct company.

• Initial Complaint

  Date:10/23/2024

  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.

  I am writing to express my frustration regarding my inability to cancel the service we have not received for an extended period from ADT service. Despite multiple attempts to reach out to their customer service team, I have not been able to connect with anyone to resolve this issue.Since I was unable to cancel their service through your provided channels, I had no choice but to contact my bank to stop the monthly payments. However, after taking this step, I was surprised and disappointed to receive a debt collection letter for $3632.45 from your company.I request immediate assistance in resolving this matter. Please ensure that the service is fully canceled and that all charges are reversed, as we have not received any services. Additionally, I ask that you cease any debt collection efforts, as they are unjustified.I look forward to a prompt response and resolution to this issue.

  

  Business Response

  Date: 10/29/2024

  Upon review of the account, ****** ** is the primary contact for the business ********************. The customer is with an outside collection agency for the amount of $3632.45. The business stopped paying for services after a $167.97 payment on 4/4/23. The last technician was dispatched on 6/15/23 and the customer did not wish to pay the $59.00 assessment charge, so the technician left. At the time of that appointment the customer owed $408.16 for monthly ********************.
  
  ADT has agreed to waive $3224.29 which included $2750.34 for termination charges of the contract, $34.10 in late charges, and $439.85 for services back to the last appointment. Weve contacted the customer by phone and email and to date have not gotten a response. Our offer of reducing the final bill by $3224.29 is our best and final offer. 

  Customer Answer

  Date: 11/14/2024

  To Whom It May Concern,

  We have a signed contract with ADT specifying a monthly fee of $88.96. However, since November 2022, ADT has raised the monthly price significantly, which we find unacceptable and in breach of our original agreement.
  Attached are records of the transactions showing the unjustified increases over the years. We do not intend to pay the $408.16 fee, as we have already overpaid beyond the agreed-upon amount stated in the contract.
  Thank you for your assistance in addressing this matter.

  Customer Answer

  Date: 11/14/2024

  To Whom It May Concern,
  We have a signed contract with ADT specifying a monthly fee of $88.96. However, since November 2022, ADT has raised the monthly price significantly, which we find unacceptable and in breach of our original agreement.
  Attached are records of the transactions showing the unjustified increases over the years. We do not intend to pay the $408.16 fee, as we have already overpaid beyond the agreed-upon amount stated in the contract.
  Thank you for your assistance in addressing this matter.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22465448
  
  I am rejecting this response because: We have a signed contract with ADT specifying a monthly fee of $88.96. However, since November 2022, ADT has raised the monthly price significantly, which we find unacceptable and in breach of our original agreement.
  Attached are records of the transactions showing the unjustified increases over the years. We do not intend to pay the $408.16 fee, as we have already overpaid beyond the agreed-upon amount stated in the contract. 
  Thank you for your assistance in addressing this matter.
  
  Sincerely,
  
  Hailin Fu

  

  Business Response

  Date: 11/18/2024

  Upon further review of the account, the contract the customer provided, clearly shows that the agreed monthly rate was $107.02 before taxes and $117.27 after. Also, paragraph 2 under **************** and Payments clearly states that ADT shall have the right to increase ************** Charges after 1 year.
  
  ADT stands firm that the $3,224.29 reduction of final balance is fair and generous and hold the business of Hailin Tattoo to the remaining $408.16 charge. 

• Initial Complaint

  Date:10/23/2024

  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.

  I cancelled their services and returned all of their equipment on March 21, 2028. The *** said they would not cancel my service until April 21, 2028. I had someone help me to take all of their equipment out of my home including the security alert bracelet. Since then, they sent me a bill saying I owe $127.14 to them, account# ********, invoice date Oct. 1, 2024. My contract is for 3 years and I have paid them off.

  

  Business Response

  Date: 10/28/2024

  Upon review of the customers account, ********************** spoke to the customer and advised her that there was a credit added to the account on 10/24/2024. The credit amount was $160.13. ADT also advised the customer that a refund request of $18.02 was submitted.

   

• Initial Complaint

  Date:10/23/2024

  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.

  This letter Is to dispute the full balance of $1458.43 from creditor ADT. In the summer of 2022, I sought to establish home security services for my mothers comfort. Medically my mother can not travel outside the home and is home alone frequently. Therefore, a reliable and secure security system is paramount. While shopping for a home security company, I contacted ADT to discuss and gather a quote. A short time later and a few days later, an ADT salesman arrived without request. He indicated my call to ADT triggered his business. I was not impressed as I never requested an ADT salesman to dispatch. After the salesman shared the promo, equipment and monthly cost, I decided to have the ADT security system reactivated. My Moms home already had some ADT equipment in place and the promo included ****** security equipment to enhance the ADT system performance when monitoring. The installer arrived, not astute or engaged, and completed the installation. I immediately recognized that the video camera was extremely slow in producing live recordings and that the ****** doorbell camera battery was low. The tech suggested installing a ****** extender and having the ****** doorbell camera wired. To increase the ADT system strength by displaying recorded live images and ensuring the doorbell would remain charged, we hired an electrician to complete the work. After the installation, the doorbell ****** camera issue was resolved. However, the system was still slow in displaying images. Between July and Aug 2022, the system consistently had connectivity, and the ****** door lock started malfunctioning. On numerous tech visits to address issues with the ADTO monitoring system, the tech overlooked and dismissed the claims regarding the ****** lock operating correctly. Throughout the time of the ADT monitoring service reactivation, it has never functioned correctly (worked intermittently): 1. Signal strength prevent video from displaying without delay 2. Internal Camera inactive a. Ticket number 2571A1E1B8 b. Ticker number *********** 3. Outdoor Camera Inactive 4. ****** Door lock progressively became inoperable 5. ****** Doorbell camera lags / extended delay displaying images We have reported the issue to the service, repair, and executive relations team to no avail: Contacts to ADT: May 31, 2022 : *** 10:44 am ****** 10:45 am July 09, 2022: ******* August *******: Lw via ******** 9:13 am X-1126703 August 17, 2022: Lw for *** via ****** 9:06 am ***** 12:51 pm August 25, 2022 ********* 8:00 am September 9, 2024 ****** 8:05 am ********* 10:07 am Lw for ********* ********************:11 am June 2, 2023 10:45 am Jade 12:30 pm The calls above are the ones where I could locate notes. However, there were many calls to ADT service, tech/repair and corporate to express dissatisfaction. I paid the account in a timely through all the repair and system issues. At the time the service was disconnected, the system was experiencing continuous issues: 1. ****** Lock not working 2. Indoor/outdoor camera not displaying images 3. ****** Doorbell Camera delays in showing live images 4. ****** Doorbell does not always operate, ****** doorbell doesnt ring or control announces when someone is at the door All of the above significantly diminish the value of the ADT alarm system. I have attached additional photos to illustrate our numerous issues with the ADT system. Please see the attached: ****** Door lock issue: ******************************************* Photos showing ADT error messages: ******************************************* ** ***** Consumer Actively Disputing this balance for inoperable service

  

  Business Response

  Date: 11/05/2024

  Upon review of the account, Mr. ***** had a balance due of $1458.43. This included Instalments for equipment installed monthly service fees and late fees. The customers account went out of service due to non-payment and the account is with an outside collection agency. As a courtesy, ADT agreed to waive the termination charge of $597.76 along with late fees of $17.63, and we negotiated to waive $241.74 in monthly recuring services totaling $843.04. The balance of $601.30 which is for the remaining balance of the equipment along with monitoring up to March of 2024 is still going to be the responsibility of the customer. ********************** feels this is a fair offer. We have given this information to the customer but at this time they have not replied to us if theyll accept or decline this offer. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22464840
  
  I am rejecting this response because:
  
  Hello, 
  
  Thank you for your response and acknowledgment of my concerns with the inoperable alarm system provided via ADT. The service was installed in the summer of 2022, and various aspects of the monitoring system have continuously failed. Those failures are well documented in the details I provided. Not only did the system itself not work properly from the date of installation, but your salesman was ineffective in educating me on the proper use of the alarm system. Only one of your field techs were engaged and apt to resolve the matter. I spoke on numerous occasions with your tech support which required me to report the problem from my mothers home on the hours to resolve the alarm issue to no avail. 
  
  Your system fell short in providing the security protection ADT espouses and now the expectation is to pay more for the system and equipment that has not worked since installation. 
  
  I am really disturbed by the offer presented that I delayed my response to this point. Please share the total amount paid under this contract that expires summer of 2025. 
  
  
  Teo 
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 11/12/2024

  ADT has responded back to Mr. ****** Weve shared the information he requested showing that since his account began that he has paid a total of $982.54. In that same amount of time ADT has credited his account a total of $1,271.32. While we do apologize for the experience he had, weve informed him that we were willing to remove $597.76 in termination charges,credit $241.74 for services, and $17.63 in late charges. The $601.30 is the legitimate adjusted final balance due.  
  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22464840
  
  I am rejecting this response because:

  CC:BBB

  Letter to ADT 11.21.2024 @ 3:44 pm est.: 

  Kindly excuse my delay. This experience is mentally exhausting as my dissatisfaction extends back to the date of installation with ADT, June 2022. The tone during the last email exchange was not productive. 
  
  What is the $601.30 covering or service/charges it is representing?
  
  The fact is the service never properly functioned e.g., the ****** door locks, doorbell camera, and ADT exterior/interior cameras all work intermittently. Is the expectation for me to pay for services not properly rendered? It is documented within 
  this thread I was charged and paid $982.54 to ADT for a malfunctioning ADT security system that is advertised to provide added comfort and security.  
  
  I will remind you the ADT security service was installed at my mothers home for emergencies. I needed a security system from a company with reliable service. At that time, my thoughts were surely ADT with the extensive experience. I sought BBB support after attempting to coordinate with your FL Executive Consumer Relations team from Aug 2022 through Aug 2024 with no favorable outcomes. Check the records. On 11.11.2024 at 2:50 pm, you stated your six-month guarantee that was not highlighted as much as referencing my three-month ADT contract that expires in 2025 during many service calls.   
  
  On 11.11.2024 at 2:50 p.m. you stated, "I cant speak to the experience you previously had. I can determine you have not taken the time to research my experience based on your email responses from the beginning. This is a further implication of a transactional interaction and a dismissive tone. 
  
  Again, I am requesting dates of service dispatches and tech support and the results rendered from each. This was requested 11.11.24 at 5:52 pm. As of current, I have yet to receive the requested details. 
  
  Tone is not hard to define if you are reading for understanding not to be understood. Customer experience is reality and my perception is reality. 
  
  Again, thank you for your offer.  

  Sincerely,
  
  *** *****

  

  Business Response

  Date: 11/22/2024

  ADT has responded back to Mr. ****** Weve shared the information he requested showing that since his account began that he has paid a total of $982.54. In that same amount of time ADT has credited his account a total of $1,271.32. While we do apologize for the experience he had, weve informed him that we were willing to remove $597.76 in termination charges, credit $241.74 for services, and $17.63 in late charges. The $601.30 is the legitimate adjusted final balance due.  ADT considers this resolved.

• Initial Complaint

  Date:10/23/2024

  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 are senior citizens, and I am a veteran. ADT has provided monitoring service to our house for about eight years. This past spring the problems with our doorbell camera became so consistent that my wife was on the phone weekly about getting the camera operating. We would receive one promise after another, constant flatulence filled the air, but actual service was as rare as a Dodo bird.Finally, during the middle of August my wife contacted ADT and cancelled the lack of service we were paying for, although we did pay for the full month of August. She has tried to talk to them on several occasions, but shes found a better listener in the dog.ADT has continued to bill us. I talked to someone in their service/accounts department yesterday and was rudely and sarcastically informed they WILL NOT close our account. They intend to keep our account open, even though they know they are providing us no service and they have no intention of stopping the billing.Given her experiences and my discussion on 22-October-24 which included them hanging on me and then calling me back, is it any wonder that we are beyond fed-up with them. Can you believe they insist on charging for not providing service? And demand we pay for getting nothing.

  

  Business Response

  Date: 10/30/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we explained there is record the customer contacted ********************** on 08/29/2024 requesting to cancel, which the customer was informed they must speak with the ****************** Team to process the request. We explained the customer disconnected the call before being transferred, which resulted in the account to remaining actively monitored and that is the reason they are receiving bills. After further review, we explained in order to process the cancellation of the account we need to obtain the verbal password that was set up on the account for authorization. The customer did provide the verbal authorization. We explained we processed the cancellation and waived the 30-day notice, which the account is completely cancelled and no longer being monitored as of 10/30/24. We also explained the past due balance of $159.75 has been credited and waived off the account. The account reflects a zero balance,and nothing further is owed to ADT. The customer understood and is satisfied with the resolution.

• Initial Complaint

  Date:10/23/2024

  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 with ADT in 2020. The system stopped working randomly sometime in 2022. I called several times for assistance and was unable to get a resolution. In March of 2023 I finally called to just cancel services. The representative offered a discounted monthly rate and to send a technician to fix my system. A technician never showed up and the system was neve fixed. Today I again tried to cancel services and obtain a refund for the timeframe in which services were not working. The representative confirmed that my system is "Out of service" but could not issue a refund as my account is "Closed and Cancelled." How is it possible to continuously charge a "Closed and Cancelled" account but not issue a refund? I am very frustrated with years of the run around, and a system that doesn't work but I am still paying for.

  

  Business Response

  Date: 10/24/2024

  Upon review of the account, Ms. ********* was incorrectly told that her account was closed or cancelled. The account was still ***************************** informed the customer we could not go back to March of 2023 but could go back to the beginning of the year. She agreed and ADT cancelled and backdated the account to 1/1/24. This generates a $352.22 credit that we will be refunding back to her **** card. The refund will arrive in the next 3-5 business days. 

  Customer Answer

  Date: 11/04/2024

   
  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:10/23/2024

  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.

  On Sept 13th the tech came over to my house, I was not home at the time but my mother in law was. She called me to let me know the tech was there and I said I would do it another day he said it was ok we can do the process over the phone. I agreed. After he evaluated the home he gave me a quote which was higher than my budget so I told him no I would just do some looking elsewhere. He told me he would be able to do the equipment free and installation and only pay $44 a month. I told him only if the equipment and installation was free I would agree to it. He said he would talk to his supervisor just to confirm and he called me back and said it was approved. So I agreed. He told me he would be sending over the contract later. A few days later I started receiving a contract with an amount of $300 something for installation and equipment. I called ADT a week later so they could remove those charges from my account and they have yet to do it. I have made several calls(more than 8) and apparently no one is able to help me. All they keep telling me is they will have someone call me back and they dont. I feel like I have been scammed and no one is able to help. I also wanted to cancel the account and they are also unable to help me. This is the worst customer service I have ever received.

  

  Business Response

  Date: 10/28/2024

  Upon review of the customers account, ********************** has approved for the equipment charge to be reversed.ADT added a total credit of $368.36 to the account. ********************** also spoke to the customer and made her aware.

  Customer Answer

  Date: 11/07/2024

   
  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,
  
  ****** *****