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

  
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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

  75 Town Center Dr Rochester, NY 14623

  
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  ADT Security Services

  47-40 21st Street Long Island City, NY 11101-5448

  

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:04/19/2024

  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.

  I noticed that a charge of $708.55 was taken out of my bank account from ********************** on April 15, 2024. My account was on autopay on which they took out money every month. My account with ********************** was cancelled in July 2023. Because I had the autopay I should not owe any money. ADT even sent me a check for $55 as a refund. There is something shady going on at this company. I am asking for my refund off $708.55 plus the $55 check they sent me. The check number is **********. My account number with ********************** is *********. The total Im requesting for refund is $763.55. Thanks!

  Customer Answer

  Date: 04/19/2024

  I was charge $708.55 by ADT + after they said that I didnt pay for my
  equipment. It doesnt make sense because they still sent the equipment
  out even though they never received payment for it. They said that they
  were using my monthly payments to cover the equipment fee. I received no
  letters, texts, or emails stating I didnt pay for equipment. This
  sounds like a scam. They said they couldnt find my contract and that
  they charged me the amount of the full contract due to late payments.
  Despite my monthly payments and a text saying my order was confirmed. I
  want the $708.55 back in my account and I can return the equipment I
  never used. My order number is ********.

  

  Business Response

  Date: 04/30/2024

  In review of the account *************** ordered the system on 5/30/2023.
  
  Per the system on 5/27/2024 the payment of $390.06 was cancelled and no payment was received for the equipment.
  
  The equipment was delivered on 6/1/2023.
  
  On 7/1/2023 the system was activated.
  
  On 9/5/2023 a collection agent reached out to *************** and did not get a response.
  
  On 12/14/2023 a collections agent reached out to *************** and did not get a response.
  
  On 12/14/2023 a cancellation letter was sent out.
  
  On 3/1/2024 the account was pending involuntary cancel due to non-pay for the equipment balance of $390.96.
  
  On 4/1/2024 the account cancelled.
  
  On 4/19/2024 *************** called in said she did not request for the account to be cancelled.
  
  The customer service agent assisted *************** and let her know that the account cancelled due to non-pay.
  
  The customer service agent advised *************** that the equipment fee of $390.06 was not received.
  
  *************** wanted to know why she was charged $708.55.
  
  The customer service agent informed *************** that the $708.55 was the remaining balance for the contract.
  
  We reached out to *************** to further assist she mentioned she not notified about the past due balance and requested a refund for the balance of contract fee.
  
  We advised *************** that the collections department tried to reach to advise of the past due balance and did not get a response.
  
  We informed *************** that the balance of contract fee is valid, and no refund will be given. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21598116
  
  I am rejecting this response because:
  
  I did not receive any of your letters. I am in the process of getting a chargeback with my bank and will pursue further legal action if needed. There was no payment agreement to take $708.55 out of my accounts. Thats illegal and Ill take this to small claims court. They could have easily charged my account for the $390 but didnt but they sure did take that $708 out 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/09/2024

  In review of the account of *************** account the equipment fee of $390.06 was not paid.
  
  On 5/27/2023 the payment for $390.06 was cancelled.
  
  On 11/2/2023 the system tried to take the payment and the payment was declined.
  
  Based off the notes on the account a cancellation letter was sent out on 12/14/2023 advising of the past due balance of $390.06.
  
  On 3/31/2024 the account cancelled due to nonpayment.
  
  The balance due on the account is $1098.61.
  
  A payment of $704.97 is required for the account to be requested.
  
  The $704.97 covers the equipment fee of $390.06 and the monthly bill of $34.99 for 9 months that billed to the account.
  
  We reached out to *************** to further assist and did not get a response.
  
  We will assist *************** as needed once we get a response.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21598116
  
  I am rejecting this response because:
  
  Now the company is just pulling numbers out of thin air. I filed a chargeback for the original $708.55. That was an unauthorized charge for this company. Now you are saying its $704. Why did you take the $708 out then. The more I speak with this company the more crooked you sound. Im keeping all these records as proof for my legal case. I will NOT be paying the $704 at this time nor the $390.06 until I speak with my lawyer. I never received notification of failed payment in November from my bank or card company. Liars. Keep sending the proof. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/17/2024

  ADT has attempted to reach the customer and was not able to make contact. We are happy to assist once contact is made.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21598116
  
  I am rejecting this response because:
  
  I am waiting for ADT to do my chargeback of $708.55 that they took out illegally without my permission. Its a shame the BBB doesnt know law. I will not contact this crooked company until my money is returned. My lawyer is aware. I want paper trail with this company. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/28/2024

  In review of *************** account the payment of $708.55 was charged back to the account.
  
  A payment of $1098.61 is due on the account.
  
  The amount covers the equipment fee of $390.06 and $708.55 for the balance of contract fee.
  
  We reached out to *************** to further assist and did not get a response.
  
  We will assist *************** as needed once we get a response.

• Initial Complaint

  Date:04/19/2024

  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 hired ADT to install an alarm system at my home and was given incorrect information about the installation process which took hours to solve. For the trouble, they agreed to credit me one months service ($85.72). Separate from this, I was told to order new smoke detectors because ADT couldnt use the ones I had hard wired to the home. I ordered them and paid $1,467.62. While they were being shipped to my house I determined I no longer needed the smoke detectors because I found a different solution. After hours on the phone with ADT, they finally agreed to send me a return label and provide me a refund (I never opened the package - I sent them back immediately). I still havent received a refund and after hours on the phone with ADT, and after being passed around to multiple people (and getting hung up on) Ive been told Ill receive a callback from a manager. I have not received that call. For all the trouble, ADT said theyd credit me for one months worth of service ($85.72), which they did credit to my account. However, I also paid $211.64 for a temperature sensor that it turned out I didnt need. I cancelled that transaction before it was even shipped and asked for a refund on my card. After more hours on the phone with ADT, they said they were going to refund me for the purchase. However, they netted that refund against the credit that they gave me for the monthly service fee, so I only got a credit for $125.92. This is after I was assured by the representative that I would get a full refund. Also, that $125.92 was credited to my account and not put back on my card as I asked. Unfortunately, the experience with ADT has been terrible from a client perspective and Im simply seeking to be refunded, in full, for the money I paid out and for the equipment that was never used and returned to them. To date, since April 4th, I have not been able to get this issue resolved. Please refund me the money onto my card that I am owed. Thank you.

  

  Business Response

  Date: 04/26/2024

  We reviewed the account and confirmed **************** had the system installed on 3/22/2024.
  
  On 4/3/2024 **************** called in said his insurance provider required for him to have temperature sensors with the system.
  
  The customer service agent assisted **************** and created an order for 9 smoke detectors.
  
  The quote amount was $1467.62. **************** decided to go forth with the quote and made a payment for the smoke detectors to be sent out.
  
  On 4/3/2024 an order was created for a temperature sensor to be added as well.
  
  The total for the quote was $211.64. **************** made a payment for the temperature sensor as well.
  
  On 4/5/2024 a customer service agent reached out to *************** and let him know life safety devices could not be sold over the phone.
  
  The customer service agent advised **************** that a return label would be sent out to him via email for the smoke detectors to be returned.
  
  The customer service agent informed **************** that once the equipment is returned a refund will be processed.
  
  On 4/8/2024 **************** called in to cancel the order for the temperature sensor and requested to be refunded.
  
  The customer service agent assisted **************** and cancelled the order.
  
  The customer service agent submitted a refund request for $211.64.
  
  On 4/18/2024 **************** called in to get the refund status said he did not get his refund for the smoke detectors he sent back and the temperature sensor he did not need.
  
  The customer service agent assisted **************** and let him know there was no refund on the account for the smoke detectors advised the money that was paid for the temperature sensor went towards the monthly bill.
  
  We reached out to **************** to further assist he mentioned he still did not receive the refunds for the equipment.
  
  We assisted **************** and confirmed that the smoke detectors were sent back and submitted the refund request for $1467.62 and $211.64 for the temperature sensors due to the order being cancelled.
  
  The refunds were processed on 4/22/2024. 

  Customer Answer

  Date: 04/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, while it omits the amount of hours of back and forth with customer service, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/18/2024

  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.

  I contacted ADT ON Sunday April 14th due to my system not working, at that time I was scheduled for a service appointment for April 18th between 1pm - 5pm. I took the ENTIRE DAY OFF OF WORK. To be home and NO ONE SHOWED UP! The tech ***** noted he tried to reach me, and left me a voicemail. I have No missed calls or voicemails from anyone! When I call Im told I cant be scheduled until May for services, this is unacceptable. I have NO WAY TO USE A SECURITY SYSTEM IN MY HOME! MY SYSTEM DOESNT WORK!

  Customer Answer

  Date: 04/19/2024

  I would like Att to completely cancel my contract without charging me anything at this point. Today I was reached by a representative who told me the earliest if they can come out to my home is on Wednesday between the hours of 8 AM and 12 PM. Their expectation is for me to take another day off of work and miss another day of pay. That would total $600 of pay that I would miss out on which is two days of pay. Because they cannot come out any sooner. They are not compensating me for my lost wages. And the guy that called me had the nerve to say well yeah I guess you would have to take another day off then that is downright disrespectful and unacceptable. The fact that they have the nerve to tell me, I have to miss my workday and not get paid and I have to deal with that because their company did not follow through with an appointment that they were supposed to is not my problem. I will not lose out on my pay. They can either compensate me for my two days of lost wages, or they can cancel my services completely and not charge me a **** dime. 

  

  Business Response

  Date: 04/24/2024

  We were able to speak with ******************** regarding her concern. We apologized that the technician was a no call no show on 4/18/2024 and a credit was applied for $120.52, and the technicians manager was notified of this incident.
  
  We setup another service call for 4/24/2024 between 8:00am and 12:00pm and the technician came out today and repaired the communication issue with the alarm system. We made sure all fees were waived and verified after the technician left that there were no charges applied to the service job.

• Initial Complaint

  Date:04/18/2024

  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.

  ADT Services started in 2022 my son introduced me to ADT because he was using there services. We got on a call with them and they asked for my information and would mimic the plan he had which was either a 2-3 year plan and since I would sign up through them not 3rd party my bill would be less. They even commented how looking at my son plan he was being ripped off by 3rd party and they couldn't fix his until the year was up and the contract transferred to them. I was unaware the sales person selected a 60 month plan. I never agreed to that so I called ADT to speak with someone in billing so we could figure out what was wrong. The first Representative said that I signed the contract. I immediately refuted that claim because I was unable to physically sign due to a surgery I had on my hand. The only document that I tried to sign was the technician that showed up to my house said that was all that was required to prove that he installed products. I then ask my son to be apart of the call with ADT since he was also present. My son ask Rep to forward email with document ADT claimed I signed the women emailed document when I opened in the location for customers signature required there was nothing there. So I asked again when did I agree to 60 months. I never disputed the cost I'm disputing length of term. Once Rep realized what was going on she forwarded our call to a escalation supervisor once he was caught up on situation he instructed us the it was fraud by that sales rep and he advised us to remove bank card from autopay through this process and to not pay a dime until we received the correct answers. He even felt bad and discounted my sons services at is residence. That rep also reviewed my account and my sons account and informed us of everything we on accounts we also noticed discrepancies. ADT requested once we submitted there fraud forms they then asked for me to sign my actual signature 10 or more times so they can review signature to compare

  

  Business Response

  Date: 04/29/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured. After review of the account, we explained the service started under a 60-month term on 05/17/2022 and ends 05/16/2027. We explained there is no record on the account of the customer calling in within the ***** right to recission to cancel the service or reporting she did not agree with the service. After further review account, we explained when the service is set up the contract documents are emailed directly to the customers personal email, which the customer must sign in to their personal email account to review and sign the agreement to agree to the service. We also explained,the documents are signed by electronic signature through docusign, which the customer has the option to choose a font to sign or sign electronically. We explained the agreement shows once the installer was onsite, the customer agreed to finance the equipment cost of $1,139.00 and elected not to pay the total installation cost upfront. We also explained, once the customer agrees to finance the equipment, the customer agreed to make additional monthly payments of $18.99 over the 60-month term until the equipment is paid in full. If the service is cancelled before the end of term, the customer is responsible to pay 75% of the remaining agreement term of around $1,707.20 with the 30-day cancellation notice. The customer will also be responsible to pay the remaining equipment financing loan balance of $683.24. We also explained, there is current past due balance of $367.15 of unpaid monitoring fees and loan payments that has accrued on the account since 01/17/2024. Based on the contractual documents on file, the account would not be considered as fraud and all fees will be valid if cancelled before the end of term. If the customer wishes to cancel the service, we must obtain the verbal password to process the cancellation of the account. No further action taken at this time. 

• Initial Complaint

  Date:04/18/2024

  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.

  I got the ADT home alarm system and I was at work and the low battery signal came on my phone from the doorbell. I called and they said the camera is powered by battery. I said it should have been hardwire. He said the transformer was low.I talked to the account manager and told her that if he would have told me it was a battery, I would have told them not to hook it up and I wouldnt want the alarm system. She said she would give $200.00 if I got the transformer, so I did. I waited two weeks for them to come and fix the doorbell. He called at two pm I told him I was still at work. So now he cant come even tho the appointment is from one to five, and *** already waited for a three weeks before. 4-18-24 She said thats not their problem. Mind you its their fault to begin with not mine, so they telling me I have to suffer from their mistake. I want it out this time Im fed up. She said a cancellation fee is four thousand. They are not going to rob me for something that never worked. Thats the worst business move Ive ever been involved with. Im the customer and they should bend over backwards to satisfy me. Its companies like this that make people hate everything about people. I think I covered everything. I do want the BBB to talk to them. ASAP

  

  Business Response

  Date: 04/29/2024

  ADT reached out to the customer and confirmed that the doorbell issue has been resolved.  ADT applied a 1-month monitoring credit to the account as a goodwill.  

   

  Customer Answer

  Date: 04/29/2024

   
  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:04/18/2024

  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.

  I tried to cancel ADT from a PCS move with my husband on March 2, 2024. The representative on the line (******) told us we could not cancel without us paying the remaining balance of $749.52 because it was under my name and not my husband's (even though I am a dependent accompanying him on PCS). He said that he would sign us up for a new contract for one year at our new location at a rate of $27.05 a month and the old contract would be canceled/considered null and void. He mentioned that this would kick in once the new system was installed. On March 18, 2024 the new system was installed and we were charged the $27.05, however there was a pending monthly charge from the old account of $75.71 to come out on April 15th. I called ADT on April 1st to tell them that the old account needed to be closed because the new contract is already established and the representative assured me that she closed the account, no payment would be coming out, and that it would take place within 24 hours. However, that account was charged as well as the new account so I have now paid for two separate ADT accounts. I called again on Monday, April 15th to tell them they need to refund my bank and close the old account. ****** in billing said the account has been closed and I will not be charged and it will take 3-5 business days and I will get a refund. Nothing has changed on the account and it currently says that a balance of $673.81 is due on April 23, 2024 - I do not believe that they have taken anything off and are going to try and charge my bank. Nothing has changed to my bank as well, I have no pending balances of a refund/credit coming in. I do not want anything to do with ADT anymore. I want both accounts cancelled and a refund to my account for the $75.71 that should not have been taken out. I cannot even see the new contract or the billing statements for the new address. ADT has lied to me on too many separate occasions and I want no part of their business.

  

  Business Response

  Date: 04/29/2024

  Upon review of the account, Ms. ***** relocated service from *************************************** to ************************************************The ****** Dr account was a professionally installed system, but the *********************** account was a DIY system, with equipment being delivered on 3/6/24.
  
  Ms. ***** was being charged $673.81 for the termination charges for ****** Dr. **** amount has been waived by ADT on 4/19/24. ADT also refunded the last payment the customer made of $75.71 by **** on 4/14/24. The refund was processed on 4/22/24 back to the customers card. They should have received it by now. ADT has emailed and called the customer several times, with no response to date. 

• Initial Complaint

  Date:04/18/2024

  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.

  This complaint is NOT against Ssfe Haven Security Services, it is against ADT. When I called to cancel my account at my old house, Safe Haven was no longer responsible for monitoring my account. I was beyond my 12 month window with Safe Haven and my account was FULLY under the control of ADT. I just want to ensure that the proper company is contacted to address my complaint. There had been a lot of finger pointing between Safe Haven and ADT when I have called and both companies have acknowledged that at the time I called, ADT was responsible. Thank you

  

  Business Response

  Date: 02/27/2024

  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.

  

  Business Response

  Date: 03/04/2024

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC's ( Safe Haven) formal response to the customer complaint. Based on the details of the complaint, Safe Haven kindly encourages you to redirect the complaint to ADT.Safe Haven does not have authority over ADT billing, based on the information listed by the customer it would seem the customer's concerns involve ********************** solely who oversee account billing.
  

  Customer Service
  ADT Security Services 
  1501 *********
  ********** ** 33431

  Please forward this on to the correct company to address the billing charges assessed by ADT Corporate. Thank you for your consideration.

  Customer Answer

  Date: 03/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I request the complaint be forwarded to ADT directly. Thank you. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/18/2024

  I contacted ADT on July 8, 2023 to request a cancellation of my account due to a move. I requested to start services at my new house. My previous account was beyond the one year service agreement where it would be managed by another company and was thus entirely managed by ADT. ADT did not cancel my account but rather started service at my new home and never canceled service at my old home. Therefore, my credit card was being automatically charged for two accounts. I have tried calling in the past few weeks numerous times and am experiencing nothing but getting endlessly transferred to different representatives who cannot help me. I am requesting a refund for the charges for my old account that I canceled on July 8, 2023. ADT has confirmed with me that they do have record of my call to cancel my old account but cannot explain why they never did so and proceeded to continue charging me for services at a home I havent occupied in over six months. This is over $600 in charges.

  Customer Answer

  Date: 04/18/2024

  This issue has been resolved and does not require any further action. Thank you 

• Initial Complaint

  Date:04/18/2024

  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.

  At 11:45 pm my alarm went off, waking my family out of a sleep, startling us. ADT calls me with an automated call several minutes later, never calls police. When I call back to find out why, I speak to a series of incompetent people. No one knows why my alarm went off but it states low battery on my device but not on their end. That particular sensor just recently had a battery change and had a fresh battery. I request a call back from a supervisor at that time after asking to speak to a supervisor on the spot and being transferred and lied to that I was being transferred to a supervisor only to be transferred to another representative. Several weeks later, no call back, and an 2nd incident has happened. The 2nd incident happened at 3:30 am. Again, startling us out of a sleep. Again, no call from ADT. I had to call 911 on my own. 6 minutes later I got a call from ADT. Again I request a call back from a supervisor.. Then that same sensor triggered 2 more times that night, until I was forced to bypass the zone. They did schedule an appointment to come out to repair the 2 faulty sensors. The 1st appointment I had to miss work for, the technician came completely unprepared. He came to my home to repair/replace sensors with no sensors. He had to reschedule for another day. The 2nd technician changes the sensors and then tried to charge me and I said Im dealing with an ongoing issue and waiting weeks for requested calls back from a supervisor, so Id like to wait until the situation is resolved to pay. He removed sensors and left my home. I missed 2 days of work and nothing is done. Never received a call back from the supervisor still. Whats much worse is that ADT failed me and my family 2 times now, put us in danger when their sole purpose is to protect. Had either incident been an actual burglary situation, they didn't do the right thing and no one held accountable. Both incidents had ADT failures at the cost of our safety and security and no responsibility from ADT.

  

  Business Response

  Date: 04/29/2024

  We have service going out on 5/6/24 to replace the 2 shock sensors.  ADT has waived the past due balance of $169.50 as a goodwill.  

• Initial Complaint

  Date:04/18/2024

  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.

  ADT is absolutely horrendous. From the first day, set up was incorrect. Our tech gave us a phone number to reach him at, which couldn't be reached. The company promises to call back, and doesn't at the time promised. You have to be next to your system when they DO decide to call, which could be never. The contracts are lengthy and cancelation terms are 90% of remaining contract term. The team is all about selling, selling, selling. They promise, promise, promise and do not follow through. Do not waste your time or money when services like **** and Ring exist and are so much more user friendly and consumer frinedly.

  

  Business Response

  Date: 04/19/2024

  Upon review of the account, Ms. *** had spoken with a previous representative before we made contact and cancelled the service. The cancellation was going to be effective 5/19/24. I asked the customer if she'd prefer, we cancel effective today so as not to charge her another month.Customer accepted. ********************** waived balance of $61.24 and denied the pending payment from the customers AMEX card, so that she is not charged. 

• Initial Complaint

  Date:04/17/2024

  Type:Product 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.

  Hello,I'm an active duty service member and have tried canceling my service with ADT multiple times now. They said I was good to go on the last service call, but I just got charged by their service yesterday. I'm PCSing and am allowed to break my contract due to this. I would like my money refunded and the contract cancelled as soon as possible. Thank you for your time,********************************

  

  Business Response

  Date: 04/24/2024

  The account has been closed and the early contract termination charges were waived.  ADT received PCS orders.  A refund for $49.94 is being processed.