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Business Profile

Burglar Alarm Systems

ADT Security Services

Headquarters

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

    • 10,913 total complaints in the last 3 years.
    • 3,675 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:04/15/2024

      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 4/6/24 paid ADT ****** to install new equipment and start new service. The tech installed everything and left. What I did not realize is that my doorbell does not notify inside the house only the outside. I was made aware when my friend came to my house on 4/15/24 and I did not hear the door bell inside. They called me to open my door. I went and tested it out, and sure enough it wasnt working. I called ADT and they informed me that I needed to buy another product in order for it to ring inside. I was not made aware on the day of installation, it also wasnt included on the original work order. They informed me on the call that I would have to purchase it. I told them why isnt the panel I received compatible with the door bell camera? I was told the tech should have explained this. I advised that I wanted to cancel and they are trying to charge me. However, they have the 90 day money back guarantee. I am not satisfied with my service and I also was not giving the proper equipment for my system. If I was made aware of this I would have asked the technician to politely leave and I wouldnt have paid for an extra piece of equipment that is a basic necessity to hear a doorbell. I need ADT to give me my ****** back and cancel my contract and not dare try to charge me a ********. This will resolve my issue and I will walk away.

      Business Response

      Date: 04/19/2024

      Upon review of customers account, ********************** spoke to the customer and scheduled a service call visit on 4/19/2024 to get her issue doorbell issue resolved. ADT followed up with the customer on 4/19/2024, and the customer stated that her issue has been resolved.

      Customer Answer

      Date: 04/19/2024

       
      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:04/15/2024

      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.
      ADT continues to keep charging my credit card for almost $800 stating I terminated my contract. I didnt ever terminate. ADT took $200 from out checking to pay for the equipment. I called 5 times in one week, each calling lasting a hour. Each representative promised the error was corrected . Today I get another text saying we owe $800 . I can not believe the trouble I am having . The representative today stated our services are still showing terminated and that is why we are getting the bill , The representative stated she would put me through to account management team to get it fixed for the fifth time and I held on the line for 45 minutes and no one answered. I dont know what I have to do to this company to get them to stop we have been through this multiple times, and they even issued a credit to the account because they kept messing up, but they only credited one month for all my trouble . This company is ridiculous. How is it that you call five times in one week for over an hour each time and each representative promises that they have the issue corrected but then they dont. Its like a nightmare I honestly and just so stressed out with this and they dont even have an option where I can remove my credit card from the system. . My next step would to be to turn this over to an attorney

      Business Response

      Date: 04/26/2024

      ADT reached out to customer to advise that the account was pulled out of service for non-payment due to several payments being denied by the bank.  The customer was advised that the entire balance due would be required to reinstate services.
    • Initial Complaint

      Date:04/15/2024

      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 have been with ADT for over 20 years. In 2020 they came out to my home and put in a new security system. The alarm went off a few times and no one called. I called to see why I was not contacted, they said it was because the alarm did not go off long enough. I thought that was different as they had called in the past but I trusted what they told me. Come to find out in 2024 after calling to have them check my alarm again. I have been paying for over 3 years and I did not have service to them. When they put in the new system the service never connected to them. I trusted them to keep my children and I safe and they failed. They came out and replaced the system and even the installer was surprised they did not catch the there was no connection going though to them. I have called ADT a few times to see how they can make this right. The only offer they gave me was 2 month service credit. I did not accept this. I paid every month for over 2 years without having service. I have been a long time customer I had a faults sense of ********************** which is dangerous in this time we live in. My account with ********************************

      Business Response

      Date: 04/23/2024

      We were able to speak with **************** regarding her concern.After review and communicating with ****************, we offered to place a credit of eighteen months due to the communication issues with the alarm system.

      **************** accepted this resolution, and we emailed her a confirmation.
    • Initial Complaint

      Date:04/15/2024

      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.
      In February 2024, my small business was approached multiple times by an ADT Solutions Advisor. Our store manager, who is not approved to sign contracts on behalf of the company, agreed to have ADT hardwire cameras with the assurance that it would match current services. Audio and video are lesser than. Also, discovered after 7 days that there is a cap of 10k clips so to accommodate business needs another 40k clips are needed which puts the monthly bill well over $100 from the $250/yr we paid with our previous provider. We've brought all the above to the attention of the Advisor, Advisor Leader, customer service and ****** with the main office in *******. Our account is scheduled to cancel today, 04/15/24, and the only options I have been given is stay with the services for the contracted 3 years or pay $2000 to buy out of the contract for services I did not agree to or sign for. ****************, *********************** is not in her system so reaching the executive office is impossible but I should expect to hear back from her after a sales manager is back from the field and can reply to her email in 24 to ************************* February and now it is ***** with no resolve.

      Business Response

      Date: 04/26/2024

      We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we explained if the Store Manager signed the agreement and is listed as the responsible party, then that person was emailed the agreement to sign and review. We explained if she is not authorizing the Store Manager to make purchases or decisions under the business name that would have to be handled civilly. After further review, we explained since the service was cancelled before the 36-month agreement was over the account has a balance of $2,059.71. As a goodwill courtesy, we offered to issue a discount on the final balance and reduce to $1,059.71. The customer stated she wanted to think about it and will follow up if decides to accept. No further action taken. 
    • Initial Complaint

      Date:04/15/2024

      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 have been a customer of ********************** alarm ******************** for over 10 years. On 2/16/24, my home was burglarized. A technician checked my alarm and said it was working fine a couple of days after the burglary. ADT told me since they were not alerted to the burglary there must have been a communication error. They tried to send me a theft protection certificate to complete and return with documentation from my insurance company, a police report, etc. every time an ADT representative tried to email me the certificate, the *** file wouldnt open. I received a message that the file was corrupted. After numerous attempts to get the certificate I was told it would be faxed. It never came. Another representative told me they werent allowed to fax it. On three occasions, I was told they would mail me the certificate. Finally, on the fourth call it was mailed to me. I completed the certificate and attached the documentation and sent it certified mail to the address provided. I received a letter requesting additional documentation. Again, I mailed it all in certified mail. I also was provide an email address and sent the information in via email. I received an automated response stating I would be contacted in ***** hours. That was 2 weeks ago. I never received a response. On 4/12/24, I called account manager, Journey. She told me someone would contact me by end of business that day. I never was contacted. Today, 4/15/24, I called account manager ******. One has 60 days to submit the claim. ****** told me they werent honoring my theft protection claim for $500 towards my $2,300 homeowners insurance deductible because they didnt receive an alarm from my home on the day of the burglary. I have spent numerous hours on the phone with numerous representatives whom provide me different responses and/ or never follow through with sending me forms or providing me consistent answers.

      Business Response

      Date: 04/29/2024

      The claim was denied due to no signal being received at the time of the break in.  When ADT had a tech go out, the tech did not report any issues.  The tech replaced some batteries.    ADT applied a $250 monitoring credit as a goodwill as this is a longtime ADT customer.

      Customer Answer

      Date: 05/05/2024

       
      Complaint: 21578257

      I am rejecting this response because:

      I was offered a reduced monthly charge 3 times and told it was because I was a long time customer. I was also told that I should receive the $500 theft protection funds because my alarm did not alert due to a communication error which was not my fault. It took me numerous attempts to get the correct forms to submit my claim because when ADT sent me the off it was corrupt and I couldnt open it. I sent the documents requested 3 times certified mail and once email. Then I received a letter from ADT stating I was past the 60 day deadline. I sent all of this before the 60 days even though I had to find the forms on my own. I expect my $500 to use toward my $2,300 insurance deductible for my robbery since ADT should ensure my alarm would not fail due to a communication error after I have paid them a monthly fee for over 10 years. 

      Sincerely,

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

      Business Response

      Date: 05/07/2024

      ADT has reviewed Ms. ******* rebuttal. Ms. ******* Theft Protection claim was denied as it did not meet ADTs requirements and qualifications. ADT issued a $250 goodwill monitoring credit to Ms. ******* on 4/29/24 as she is a longtime ADT customer.  
    • Initial Complaint

      Date:04/15/2024

      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 reached out via phone to the ADT customer service team requesting to cancel my account with them, Jan 2024. They informed me that I needed to email a copy of my Active Duty orders to their email *********************************** to cancel the account and waive the fee. I emailed that team Jan 3, 2024 from my Army email with no response. I noticed I was still being billed so I gave the team 30 days and still no response. On April 3, 2024 I emailed the orders again to the same email but this time I tried from my personal email. Again, no response. I reached out via chat with **************** and **************, who informed me that the account was requested to be canceled but they have not received either of my emails and that I should try sending it again or send from another email. I do not have another email. I am moving from my house April 26, ************************************************************** continue paying for a service or location I am not using.

      Business Response

      Date: 04/19/2024

      ADT has confirmed that the customer requested cancellation of the account on 12/22/2023.  We reviewed the call, and the customer was provided the email address where to send the military documents. The cancellation request was back dated. The balance on the account was waived and we issued a refund in the amount of $234.97. ADT has made several attempts to reach the customer by phone on 04/18 and 04/19, with no response.

      Customer Answer

      Date: 04/19/2024

       
      Better Business Bureau:

      ADT claims to have tried to reach me two days in a row multiple times, but I have only received 1 call today @ 8am.

      I have reviewed the response & voicemail made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:04/15/2024

      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 am a business owner whos had service with ADT since August 2016. We were renting 2 suites (Suite C and D) from our landlord and in July 2019 eliminated Ste. C (the system was connected to Ste. C). On July 26, 2019, ADT came and hooked up the new system in Ste. D and disconnected Ste. C system (were supposed to disconnect anyway). Contract for Ste. D was for $139.96 a month. ADT was informed that we no longer needed services for Ste. C as we were moving out of that Ste. (only Ste. D). After the initial setup of Ste. D, I would occasionally get text/email alerts that the system wasnt communicating with the ADT server. I called ADT each time and they would send a rep out to see what was going on. I have several Work Summarys/Emails from ADT Reps of where the Rep was to get with ADT and figure out what was going on and make sure Ste. C is disconnected.I never realized we were still being billed for Ste. C for over 4 years...my accountant would get email reminders to pay the bill, so she went through our on-line account to pay the bill. After doing an audit of my ADT account (due to canceling service)...I realized they overbilled me $6,917 (and it was paid). I called ADT regarding overpayment and spoke to 4 people and they each just said Sorry for the inconvenience...I gave them the option to upgrade my home unit with 2-3 years of free service (this will not add up $6,917)....they refused the offer. Luckily, I was able to download the contract from my on-line profile...cause after bringing this to their attention...the contract is now deleted from My Acccount Documents in my profile. This is a significant amount of money and I would like to be reimbursed the $6,917 that has been overpaid.

      Business Response

      Date: 04/29/2024

      ADT has reviewed Ms. ********* concern. ADT did attempt to contact ******************** on 4/18/24, 4/19/24 and 4/29/24 and left voicemails on each occasion. 
    • Initial Complaint

      Date:04/15/2024

      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.
      On September 2023 our Mastercard was renewed showing a expiration date of 09/26. ADT contacted us stating there was a issue with our card. I went in on their system and corrected the expiration date. Their system or someone there keeps changing the card # to a card # with the last four digits of ************************************************************** and change the card to get the payment to go through. On 02/05/24 we charged $257.20 which was 2 months and late charges of ***** which we do not owe. We try each month to fix the card information and each month their system changes it back. They will not send us a paper bill and we offered to pay them off but they say we are under contract. We want them to correct our card information and stop changing it to allow late charges on their behalf. This is not our fault they need to correct whatever is wrong with their system. I just looked at our account this morning and the card # has been changed to the 2452 # after I changed it a couple days ago to the right(Mastercard # **** exp date 09/26).

      Business Response

      Date: 04/19/2024

      We were able to speak with ****************** regarding his concern. We advised him the reason the payments being made automatically was an issue caused by the banking institutions sending ADT incorrect billing info and causing payments to be declined.

      ****************** went ahead and paid off his remaining equipment balance in the amount of $763.80. We did advise we removed the incorrect information the bank sent us but ****************** wished to be removed from our automatic payment system. We took his credit card info off, and we will receive billing statements in the mail.

      ****************** was satisfied with the resolution, and we provided him our direct callback info in case of any other issues.
    • Initial Complaint

      Date:04/15/2024

      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.
      ADT contacted me within the last month alleging that I or my husband (***********************) had requested security monitoring services approximately 5-6 years ago. They say the service was provided but we were not billed and they are requesting some type of payment now. We did not order this service and did not use this service. I had used ADT previously but not during the time period alleged by ADT. My husband spoke to customer service initially and ********************** stated that there was some type of fraud involved. My husband did not recall that we had used ADT because I had used ADT at a previous address and when we purchased a home together, I transferred the service to our new address on *************** and I was responsible for paying ADT for security services. There were problems with the service so we discontinued ADT when the contract expired. From what I understand, ADT renewed the contract, however, they never billed us. Following our cancelling ADT, we did not use the service. When I spoke to ***************** they stated there was not any fraud and the error was on the part of ADT. She stated that she would write it up in such a way that her statement would reflect that we owed nothing and the situation was over. However, since then, we have been contacted by an ADT sales person attempting to sign us up for another plan. I declined that offer but then received a "fraud package" to complete and then we have received two bills that they are insisting that we pay. We owe them nothing which they acknowledged by phone but now they are harassing us with bills that we do not owe. I no longer trust them and I want the calls and paperwork seeking payment to stop. Both my husband and I are retired and are finding the communication with this business to be time consuming, troublesome and annoying. Please help us to get them to leave us alone.

      Business Response

      Date: 04/18/2024

      Upon review of the account, the customer was being monitored but was not being billed for service. On 3/14/24 an ADT rep noted on the account that there was a Loyalty/Retention Win back offer made to the customer on 9/6/2018 and it was not processed correctly, so they created a new contract to go into effect 4/15/24. ADT cant do this without the customers consent. On 3/22/24 the customer spoke with our account management team to dispute this. On 4/18/24 ADT agreed to cancel the retention contract and waive the balance on the account of $179.91. We informed the customer of this both by phone and email. The customer replied to our email accepting the resolution of the account being cancelled and the balance being waived. 
    • Initial Complaint

      Date:04/15/2024

      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'm filling a complaint against Adt security service because on Thursday of last week on the 11th I spoke with a representative, before I received a call from Virtual tech assistance two days before this regarding me wanting or need a replacement oh my ****** door bell which it's not working, because It fell in the ground when I took out the mount to charge it ,and the virtual tech wasn't able help me because of this ,so I called again an Thursday 11th I was told by this representative that I was going to get a replacement because they where speaking to a supervisor while I was on the phone, but the only thing i received in my my email was a repaid label to send the one its not working, and I'm currently still paying off this ****** door ****. I'm not to condition to pay for another one when I was told that I was going to get a replacement and it was going be my last one and if something would happen to this door bell I would have to pay for it ,I'm requesting for a the replacement that I was promised, all they have done its lie to and give another appointment for another virtual tech on Tuesday 16th of April at 6:00pm to speak another supervisor when a supervisor on Thursday told me that I was going get a replacement for this door bell this its not fair from this company

      Business Response

      Date: 04/26/2024

      Upon review of the account, ********************** is prepared to send a replacement doorbell camera to the customer. We reviewed the account, and a return shipping label was emailed to the customer to return the old equipment. We are currently working with the customer regarding replacing the doorbell camera.

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