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

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  
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  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

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  ADT Security Services

  5001 Howerton Way Ste A Bowie, MD 20715-4459

  
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  ADT Security Services

  50 Republic Road Melville, NY 11747-4215

  

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:04/14/2024

  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 called today for the 3rd time with the same issue. I explained to the rep ********** that the trouble shooting step I had taken on the previous calls were temporary and the problem still persist. However, I indulged her and did the steps once more. She then of offered a call back from the virtual team. I declined that and asked for a supervisor. ********* refused multiple times but I was adamant and was placed on hold for 10 minutes only to be told the supervisor (***) was in a meeting and would return the call in 20 minutes. I confirmed the call back time to be 11:40 am est. It is now 6:40pm est and I have not received any calls. I am unsafe in my home as my security devices are malfunctioning. I will also file a complaint with consumer affairs as I have provided ADT ample opportunities to resolve this issue.********************************* ************

  

  Business Response

  Date: 04/27/2024

  ADT completed a service call on 4/16 to address the issue with the sensors. ADT repaired 2 zones and advised that the customers pet can trigger the motion detector.

  Customer Answer

  Date: 04/29/2024

  This is correct and eas also known. I  currently set the alarm at the same status the technician recommended and this can be verified by the history. ********* ******* has not address the rudness and lack of customer service received from the representative.

  1.Has the call been reviewed?

  2. Why was this not addressed as it was the main focus of my complaint.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21574764
  
  

  This is correct and eas also known. I  currently set the alarm at the same status the technician recommended and this can be verified by the history. ********* ******* has not address the rudness and lack of customer service received from the representative.

  1.Has the call been reviewed?

  2. Why was this not addressed as it was the main focus of my complaint.

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

  

  Business Response

  Date: 05/06/2024

  The call is reviewed by the agent's manager for any necessary coaching opportunities to be addressed between the agent and their manager.***, the manager referenced in the concern did note on the account that they called and left a message around 11:18 Am on 4/14, to follow up on the call you had with *********. Any actions taken, corrective or otherwise, are between the agent and their manager and we are unable to disclose what type of disciplinary action is taken, as that is proprietary information to ADT. 

• Initial Complaint

  Date:04/14/2024

  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 emailed the *** ********************* of ADT on Thursday, March 21, 2024, at 8:56 PM, and Sunday, March 31, 2024, at 12:21 AM, and copied the **** I have emailed ************************* and copied *************************************** on Sunday, April 14, 2024. My issue is still unresolved, and now ADT is trying to overcharge me from when the tech came out to fix a problem with our Nest thermostat. He said there would be a one-time charge of $59.95, but he had to order a new Nest thermostat, which would be mailed to our home. We have not had a chance to have him come back to install due to our work schedule, but I received an email saying there is a charge of $126.25. We have him on camera saying it was a one-time charge of $59.95, and you would pay it when I come back to install the new thermostat, and there would be no additional charges. I need someone to contact me because this is no laughing matter. My wife and I called in on Sunday, April 14, 2024, at 4:10 pm and spoke with *****************. He scheduled a tech to come out on Friday, April 19, 2024, between 1 & 5 to install the nest thermostat, and we put in an escalation call for a supervisor. He stated someone would give us a call, but *** called in three other times, and we have yet to get a call back from a supervisor. I could go on and on, but you do not give me enough room to ******. I am a paraplegic full time wheelchair user, and I also feel like I am being discriminated against because I am disabled.

  Customer Answer

  Date: 04/19/2024

  A lady from ADT escalations which I will not name gave me a call this
  week from the last BBB complaint I filed. I received an email from them
  on Tuesday, April 16, 2024, and it stated I apologize for all the
  trouble I will credit the charge for billed job fee of $63.13, but the
  tech came out on Friday, April 19, 2024, and completed the job and
  charged me $59.95 plus tax and he shouldn't have. I let him know that,
  but he stated that he doesn't see it in his notes, so I had to pay it. I
  called in left a voicemail for the lady I originally spoke with to give
  me a call. I didn't want to wait so I called back and spoke to another
  lady in her department and while we were speaking, I felt she was
  customer mistreating me, so I asked for her supervisor, so she
  transferred me, but I had to leave a voicemail and the sad part about it
  when the voicemail picked up it didn't even give you the person's name.
  I am very dissatisfied with ADT they will take your money but will not
  be there to help you. What is really scary is what happens if there is
  really an emergency at my home will ADT be there to protect my family
  and myself???????????

  Billing adjustment; Refund; I feel like ADT is taking advantage of me
  because I am disabled as a paraplegic full-time wheelchair user.

  

  Business Response

  Date: 04/23/2024

  Upon review of the account, ********************** is prepared to send a technician out to the customer at no cost to service the thermostat. We contacted the customer and scheduled an appointment for 04/19/2024. The technician replaced the thermostat. The customer was billed a $63.13 service fee in error. We adjusted the service fee and refunded the customer $63.13.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21574586
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/14/2024

  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 have had nothing but issues trying to get ADT to move us. I gave them a notice prior to moving, they informed me they canceled the current system we had for little over 3 years. Sent us a new system to the old address for the new address, which we ended up not moving to, I informed ADT, of the changes. The system they sent me was not the correct system that we have utilized for the last 3+ years. *** had a very hard time getting them to send the right one & canceling reoccurring bills. Ive spoken with so many different people, having thought everything was finally canceled. I am still receiving past due bills that are higher dues by the coming months. *** attempted on multiple tries to get this bill dropped. I found out they are billing me for the address we never moved to. I have informed them properly every time of every change. They kept billing me for the old address we no longer lived at after they said that was canceled. Ive never been able to get ahold of the right person. When I finally think I have I receive new bills for another. I honorably sent back everything & requested to be completely done with ADT for life for the amount of hassle it has been & still is. The old original Berra blvd address did finally get cancelled, all systems sent back with return labels they emailed to me. To my knowledge this outstanding bill that is still reoccurring is to the adddress we never moved to. ********* is the account they have it under. I would really like for this to be resolved already. We have not had home security since before our initial relocating to present!

  

  Business Response

  Date: 04/18/2024

  ADT has reviewed Ms. ******* account. ********************** attempted to contact **************** to assist by phone and email on 4/16/24 and 4/17/24. *************** has not returned the messages. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21573592
  
  I am rejecting this response because: I have ran in circles trying to get these unknown accounts closed. Ive not had an active ADT system since Tooele UT. I have spoken with so many individuals from ADT, non stop since Sept. 2023. I never knew you could have multiple accounts. I thought I had one for one address in ******. Then just call ADT to move your system with you to your new address. I found out its not that easy & no you cant move your system with you, Ive had 2 extra systems sent to me, the 1st to the Tooele address the second to our current add. but they were never the right system, no one knew or understood what I had set up & preferred. I called & couldnt get the right person, we ended up not going through with an address that I called & informed ADT, the address did not work out we were not moving there, they got our updated address. We moved, tried to set up this system that Im completely unfamiliar with & truely did not like or care for. I called ADT again & tried to explain the system I had in tooled that Id prefer. They sent yet another system that still was not the one we had before. I noticed I was getting billed but I was informed before moving that Tooele got canceled. It took so many calls & numbers & me having to repeat myself, much like Now, they finally actually canceled Tooele, even though they told me tooele was cancelled before we moved & after unknown number of calls, transfers & naive individuals, it seemed, they refunded me for ****** still taking my money even after moving & being told it was cancelled. Then the self set up systems that did not work & I just really did not care for since they were not our familiar system out of tooele. countless calls before I found someone who sent me return labels with tracking so I can be done with this massive horror of billing for nothing & endless calls with no one really helping just transferring or saying something was done & it wasnt & finding out later my issues are all still hanging around. With bills adding up, but we have no security since Sept. 2023? The calls, so many calls, Ive had to repeat myself so many times, Ive been so frustrated & cant handle anymore endless calls with bills being emailed later. Im done with ADT & phones. Nothing gets done that way, since Sept. 2023. Not to mention I work around the clock & im tired. I cant just answer the phone when ever it rings. This issue is an easy fix! This bill for an address Ill never remember because we never moved there & I informed adt of this before we actually moved from tooele, I didnt know i need to even remember an address from 7 or 8 months ago for this current monthly bill Ive spoken to two different people this month over this bill that popped up in my email out of no where, haunting & harassing me making me have to relive the horrors of this non stop battle with leaving me alone & I do not have an adt system or account.. two people over this new issue, one even saying shed call back & Never did. Im done Ill go to the courts if I have to. Ive done everything Im supposed to. ADT doesnt make sense & they have too many numbers & avenues. I dont live there! Never moved there. The systems were sent backI informed adt of the changes AS they happened & before moving! what do you want from me? Cause Im not paying these non stop bills when Ive not had an active system that actually worked & was actually set up for little over 3 years, ending last year, sept Ive been told everything was cancelled, I got refunded everything sent back it was a phone bouncing hassle. Im not reliving that! Im not calling another number! Im not speaking to no one, Ive recently been told shed call me back, & never did. I didnt set up ADT, with how it is set up. I know what Ive done properly as needed & what I needed to do & been sent through a hail storm, thats still going! 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/27/2024

  ADT is still looking into this concern and will continue to attempt to reach the customer. We will follow up with a final resolution.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21573592
  
  I am rejecting this response because: I have made multiple attempts to cancel my ADT account. I was informed I was cancelled. I keep getting billed for unknown accounts that I was never made aware of. I refuse to pay anything. I have not had an active security system since Sept. 2023. I originally attempted to move locations & from there ADTs set up opened separate accounts for multiple addresses. We only relocated to one & I informed ADT of this change. I was informed my ADT account was cancelled. Their systems were properly shipped back with their provided pre paid mailing slips with tracking. I can not count the times I have called ADT over multiple issues having to repeat myself over & over with great frustration just to be sent to someone else, over & over having to again relay everything. I will never ever choose ADT to protect us with how much of a continued hassle Ive had & non stop billing, even though Im not an ADT customer going on 8 months & counting!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/29/2024

  ADT has made an additional attempt to contact **************** and left voicemail.  We are unable to assist further if **************** does not respond to our contact attempts. 

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21573592
  
  I am rejecting this response because: Ive put my full efforts in since Sept. 2023. I returned all equipment & was informed my account was cancelled. Ive not had an active security system since moving Sept. 21 2023. Ive been passed around with every call having to repeat my self over & over about the wrong equipment being moved, trying to get everything canceled, after later being let known there are open accounts to an address we never moved to, which I informed ADT of the chances as needed & clearly told my account was closed. Ive been billed having to repeat the multiple calls to try to get that canceled & refunded. To again be billed for an address we never moved to, receiving monthly charges. Again Im not an ADT customer, Ive not had an active ********************** system since Sept. 2023. With how much of a hassle its been I will never choose ADT Ever again! It was a really great 3 years up until we moved. They wont stop billing me for nothing. When I had finally resolved one major issue Id receive a bill for something else. No one knows what you have, where to send you. The last message I got was only in regards to my BBB complaint. There was no concern about anything else. Phone calls have gotten me no where with ADT. I returned all the bad systems, I notified them ahead of time & as needed to changes. Ive been a loyal customer for 3 yrs. I dont care to have to keep repeating my self over & over & passed to this person & that person to still end up with the issue not getting resolved. 8 1/2 months Ive not had an active security system & im still receiving monthly bills that are adding up. I have called multiple times, one individual calling me a liar the next telling me she would return my call, that she found the tracking for the systems I sent back. But never called me back. I feel harassed at this point & do not care to ever deal with ADT EVER AGAIN! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/02/2024

  ADT has further reviewed Ms. ******* account. **************** was shipped two sets of ADT Plus equipment on 9/7/23 and 9/21/23. ADT will confirm that the equipment shipped 9/21/23 was returned and accounted for. The equipment shipped on 9/7/23 has not been accounted for. Outstanding are one ADT security hub and two door contacts. The ***** tracking number for this shipment is ************. If *************** can provide documentation this equipment was returned, ADT will be happy to assist further.  
  
  ADT attempted to reach **************** on 5/2/24 and was unsuccessful. 

  Customer Answer

  Date: 05/05/2024

   
  Complaint: 21573592
  
  I am rejecting this response because: I had already done a dispute through my bank over the charges being taken out of my account when I was informed my ADT account was cancelled. The issue here is I am getting monthly billing emails for an address we never moved to but I informed ADT of the changes & the new address we would be moving to. Unfortunately, I had no idea ADT sets the equipment specifically for an address, but I was not aware until most recently with the new emails & monthly billing requests. The first equipment that was not at all what I originally had installed by a private contractor through ADT, it was an entirely different system. No one knew what I had, they could not seem to understand anything I tried to explain. Getting passed around to different people & phone lines, massive amounts of having to hold, repeat my issues. To no avail. I tried to install this self set up system in our true address. It would not work, nothing worked properly. I informed ADT of my issues & tried again to tell them the system I wanted was what we were not aloud to bring with us when moving, which to this day I do not understand why. They sent a new system, yet again the same wrong system but with a couple extra new security devices, thinking this will be the right one. Again no, it would not work correctly. I asked how I could send these back I no longer care to use ADT. We needed a good working security system, but did not get one. Other than our very first system we had in our first 3 1/2 years at our 1st residence here in ****, which I was informed was cancelled. But still had money being withdrawn. Fast forward through many more calls, frustrating chats, I had gotten two blessings of individuals who knew something, I got two return slips to return both ADT systems. I packaged them back up in their boxes & shipped them both back, at the same time, date & same location.
     From the phone message in regards to my complaint, to the return replys, all I see is a company trying to save face. Not sure why, unless Im not the only one who may of had this same experience. Luckily I never throw away any receipts! Blessing to my sweet momma above!! So here you are. Im sorry it did not work out for you. I really did enjoy our very first experience up until the very end of Sept. 2023 & moving forward to present. Way too many avenues & no one knew much about anything it seemed in my experience. So that address that we never moved to but I have been getting billed for could you please correct your errors & leave us alone already. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/10/2024

  ADT is in need of documentation from the customer that the hub and two door contacts were returned. We attempted to reach the customer on 5/2 and were not successful.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21573592
  
  I am rejecting this response because: you just requested the tracking number for the ADT security kits. I provided that. I refuse to speak to any one farther over the phone it was a very exhausting long extended hassle. This is harassment!! We never moved to that location I gave you the tracking numbers for your junk that didnt work. There is nothing more I can do for you. We never moved to that location but you still charge me. I was verbally informed my account was canceled & closed on multiple occasions. You are permanently blocked & I will now be leaving some nice reviews!! Go away, worst security business ever! Very unorganized, unprofessional, dont have correct information on your customers, you have creep sales people, ignorant & rude customer service! You cant keep files in order you have no idea where your customers even live even after properly informed. You are a mass of knots that just cant stop harassing ex customers because they have done nothing wrong & will not be billed for no reason & have refused to ever use ADT Ever again! Your calling system is a joke much like your security services. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/21/2024

  ADT replied to Ms. ******* previous rebuttal on 5/2/24. The 2nd set of equipment provided to **************** was not returned and the outstanding amount owed on said equipment is valid. 

  Customer Answer

  Date: 05/21/2024

  I do not owe anything, this is false, I was informed by ADT on multiple calls I had to make, chasing down someone who knows something & able to actually do something, that my account with ADT was in fact closed. I informed them that the address that we were planning to move to we no longer were going to move to. This was prior to leaving 1837 **********. they got our current address. The tracking number that ADT is claiming is the tracking number for one of the security kits, is actually false & went to the tracking that was delivered to 1837 **********, not one of the new security kits that I did send back. They requested a receipt with the tracking for the one they did not have, however, this receipt includes both Correct tracking numbers for both security kits that failed to operate correctly & were entirely the wrong system I was requesting. I was refunded bills that were being wrongfully taken because it was investigated & disputed that this was in error. I am yet again sending with this statement the tracking receipt that has both the tracking numbers for the equipment that I had in fact sent back with labels that were both sent to me via email from ADT. As for their where abouts or ADT issues, that is beyond me, they need to consult their own or the carrier. I was informed my account with ********************** was closed before we even moved from 1837 ********** & again after I was initially refunded & the security kits were mailed back in their original ADT boxes.

  Customer Answer

  Date: 05/21/2024

  I do not owe anything, this is false, I was informed by ADT on multiple calls I had to make, chasing down someone who knows something & able to actually do something, that my account with ADT was in fact closed. I informed them that the address that we were planning to move to we no longer were going to move to. This was prior to leaving 1837 **********. they got our current address. The tracking number that ADT is claiming is the tracking number for one of the security kits, is actually false & went to the tracking that was delivered to 1837 **********, not one of the new security kits that I did send back. They requested a receipt with the tracking for the one they did not have, however, this receipt includes both Correct tracking numbers for both security kits that failed to operate correctly & were entirely the wrong system I was requesting. I was refunded bills that were being wrongfully taken because it was investigated & disputed that this was in error. I am yet again sending with this statement the tracking receipt that has both the tracking numbers for the equipment that I had in fact sent back with labels that were both sent to me via email from ADT. As for their where abouts or ADT issues, that is beyond me, they need to consult their own or the carrier. I was informed my account with ********************** was closed before we even moved from 1837 ********** & again after I was initially refunded & the security kits were mailed back in their original ADT boxes.

  Customer Answer

  Date: 05/21/2024

  I do not owe anything, this is false, I was informed by ADT on multiple calls I had to make, chasing down someone who knows something & able to actually do something, that my account with ADT was in fact closed. I informed them that the address that we were planning to move to we no longer were going to move to. This was prior to leaving 1837 **********. they got our current address. The tracking number that ADT is claiming is the tracking number for one of the security kits, is actually false & went to the tracking that was delivered to 1837 **********, not one of the new security kits that I did send back. They requested a receipt with the tracking for the one they did not have, however, this receipt includes both Correct tracking numbers for both security kits that failed to operate correctly & were entirely the wrong system I was requesting. I was refunded bills that were being wrongfully taken because it was investigated & disputed that this was in error. I am yet again sending with this statement the tracking receipt that has both the tracking numbers for the equipment that I had in fact sent back with labels that were both sent to me via email from ADT. As for their where abouts or ADT issues, that is beyond me, they need to consult their own or the carrier. I was informed my account with ********************** was closed before we even moved from 1837 ********** & again after I was initially refunded & the security kits were mailed back in their original ADT boxes.

  Customer Answer

  Date: 05/21/2024

  I do not owe anything, this is false, I was informed by ADT on multiple calls I had to make, chasing down someone who knows something & able to actually do something, that my account with ADT was in fact closed. I informed them that the address that we were planning to move to we no longer were going to move to. This was prior to leaving 1837 **********. they got our current address. The tracking number that ADT is claiming is the tracking number for one of the security kits, is actually false & went to the tracking that was delivered to 1837 **********, not one of the new security kits that I did send back. They requested a receipt with the tracking for the one they did not have, however, this receipt includes both Correct tracking numbers for both security kits that failed to operate correctly & were entirely the wrong system I was requesting. I was refunded bills that were being wrongfully taken because it was investigated & disputed that this was in error. I am yet again sending with this statement the tracking receipt that has both the tracking numbers for the equipment that I had in fact sent back with labels that were both sent to me via email from ADT. As for their where abouts or ADT issues, that is beyond me, they need to consult their own or the carrier. I was informed my account with ********************** was closed before we even moved from 1837 ********** & again after I was initially refunded & the security kits were mailed back in their original ADT boxes.

  

  Business Response

  Date: 05/22/2024

  ADT has further reviewed Ms. ******* concern and feels it is in both party's interest to relieve her of the obligation. ADT has waived the balance. 

  Customer Answer

  Date: 05/23/2024

   
  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:04/13/2024

  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 switched WiFi and I ask for help and it seemed nobody would help me unless they nickel and dime me and *******. ***** boss did not return phone calls like she said she was going to so I felt like I got **** poor service and finally me and my wife got our camera up and running I had to buy a cord to charge my ring door **** and she told me that I didnt have to .

  

  Business Response

  Date: 04/19/2024

  The customer was advised that changes to the Wi-Fi is not something that is covered under the *************** Plan.  The customer was able to get the issue resolved.  ADT applied a 1-month monitoring credit as a goodwill.

• Initial Complaint

  Date:04/13/2024

  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 moved from my address, ************************************************** in July 2023. Sold my residence in July and had the closing in ******* on September 5, 2023. I called ADT and requested that my service be discontinued on August 31, 2023 giving the ADT member my forwarding address. I have talked with the ADT office (billing, etc) four different times stating that my service should be discontinued on August 31, 2023, my daughter has talked with the ADT office twice, my daughter has filed a complaint with the MS ******** **************** of ******** Relations, and has now had an attorney write ADT concerning this matter. I continue to receive bills from ADT that now amount to $389.80 and state I am 150 days late on my payments. I don't owe ADT anything. In fact they owe me a refund since I paid them $68.65 on 9-28-2023. Will you please help me get this company to quit billing me. They want me to pay for services at a residence that I no longer own or reside. My Customer Account #********* Total Amount $389.80 Latest Bill ********* 4-13-2024

  

  Business Response

  Date: 04/17/2024

  Upon review of the account, ************** last paid for the service for the month of September of 2023. ADT contacted the customer by phone and verified Ms. ****** password. She agreed to allow ADT to backdate the cancellation to 8/31/23 and ADT agreed to return the September payment of $68.65 by check. Shell receive it within the next 7-10 business days and appreciated our resolution. 

  Customer Answer

  Date: 04/20/2024

   
  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:04/13/2024

  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 signed up for ADT blue services back in March 2021. When we signed up we received a free speaker with our purchase. We ended up moving from the original address in mid 2022 and were not able to use the security services anymore. We tried to cancel or pause and were given no option to do so, we were told we had to keep paying in accord with our contract. So we did. In November of 2023 I called and asked when my last payment would be and was informed it would be completely paid off by February 2024. Well, March 2024 we got charged again. I called and after being transferred several times and when I got in touch with someone and explained the problem and the confusion I had over being given different information, she starts being very disrespectful and rude about the whole situation. We were told we needed to keep paying until April 2024. After our last payment came out a few days ago, we get an email saying that the equipment that we have paid for 3 years needed to be returned as well as the free gift that was advertised when we signed up which was a ****** nest. Overall we feel like ADT has had suspicious business practices, a lack of transparency and very poor customer service. Something that was supposed To provide peace of mind has just caused stress.

  

  Business Response

  Date: 04/23/2024

  ADT reviewed the account and its showing out of service with a zero balance. We received the equipment as well. We made several attempts to contact the customer by phone and email on 4/17, 4/18, and 4/23 with no response. 

• Initial Complaint

  Date:04/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over a year ago, I called ADT to cancel our service. I spent over two hours on the phone with their cancellation department, and the service was "canceled." This morning, 4/13/24, we were charged AGAIN without our consent, and now we have to call and cancel AGAIN!I reviewed our bank accounts, and they did not charge us until randomly on March 11, 2024, $9.07, and then again on April 10, $81.05. We spoke with **************** this morning, 4/13/24, and were told that the cancellation fee we paid on 7/13/23 was added as a credit to our account, and our service was not canceled. This was not what we agreed to with their cancellation department and it is unacceptable that a company the size of ADT can scam its customers, current or former in this way.

  

  Business Response

  Date: 04/19/2024

  We reached out to the customer and apologized for any frustration endured with the service. After review of the account, we explained there were two separate accounts listed for the address as the main home and the garage. After further review, we explained there is record on the account that the customer accepted a Win back Loyalty Offer on 06/26/2023 after the initial cancellation was submitted on 06/23/2023 that resulted in the account to remain open. We apologized for any inconvenience, which both accounts are now completely cancelled and no longer being monitored as of 04/18/2024. We also explained, we have agreed to refund the $90.12 for the monthly payments received on 03/09/2024 and 04/09/2024. We explained we have refunded $90.12 back to the payment method, which the customer will receive within 7-10 business days. The customer understood and is satisfied with the resolution.

  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. I would like to state that I did explain to them that we did not accept a win back campaign and were under the assumption that both of our accounts were cancelled last june 2023. While I am satisfied with this solution and the refunded amount, I am not satisfied nor do I appreciate ADT putting words into my mouth of agreement.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/13/2024

  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 reached out to the security company ADT for support during normal hours. The issue was with the wall panel located in the store. It was unresponsive and after troubleshooting which then I requested for technical support. I was told to wait without an alarm system for five days until someone was willing to help me. Leave my store without security to potentially lose 100k worth of inventory to the hands of any person . To get any assistance after hours from ADT would cost me $300 starting rate with an additional $80 hourly to support me with an issue I did not create and communicated in a timely manner. I have six other locations that I will make sure this will never happen to because ADT is showing they do not care about businesses .

  

  Business Response

  Date: 04/16/2024

  ADT has advised the customer of the available service days and times to arrange for a technician to come out to the business which were declined as the customer did not find them acceptable. Any appointments outside of current availability that result in an emergency service ticket will result in additional, applicable service charges. ADTs contract advises service will be furnished by ADT during ADTs normal working hours of 8:00 A.M. to 4:30 P.M.Monday through Friday, except holidays. We have provided a date for service that the customer declined. Should the customer decide to allow a service appointment with the available service options provided, we would be happy to arrange another service appointment. If the customer would prefer to discontinue ******************** for any or all locations, we can process those requests as well. 

• Initial Complaint

  Date:04/13/2024

  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 called to change my monitoring service to a lower price monitoring service, I was told this I had a 60 month contract. I did a DYI after I purchased the equipment online from ADT website April 2023. With ADT Self Setup, no long term contract so you can cancel anytime with no early termination fees. This from ADT website at ***************************************************************. I would like to cancel my monthly monitoring service.

  

  Business Response

  Date: 04/22/2024

  ADT confirmed that the customer does not have a monitoring contract and the cancel request has been processed.

  Customer Answer

  Date: 04/23/2024

   
  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:04/13/2024

  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.

  ADT Corporate your company is the worse. I have called numerous times to request assistance with my ADT Video View app that supports my CCT cameras. Each call the results are worse than the previous call. Finally a tech admitted that they are not trained properly to troubleshoot my issue and apologized. After about 5 different calls and hours spent on each call; I am to the point that I am looking for service with another company. This lack of technical support is enough, and is very frustrating when you are paying for a service that you are not receiving. Theres no sense of urgency from the company to even address the problem. Please DO BETTER ADT and fix the problems of me not receiving the service I pay you for , the video view app is worthless if I can use it when I need it.

  

  Business Response

  Date: 04/25/2024

  The **** camera support team has assisted in correcting *************** programming issue of the cameras. **************** has confirmed that the **** system is working correctly and there are no outstanding issues with the system at this time.

  Customer Answer

  Date: 04/25/2024

   
  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,
  
  *************************