Complaints

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

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

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

  
• 

  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

• 

  ADT Security Services

  5001 Howerton Way Ste A Bowie, MD 20715-4459

  
• 

  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:04/12/2024

  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.

  Ive called since day 3 of service. I was told that I was with a contracted company called safe streets and I would need to contact them. 1st the tech was late I was ******* to get to work. The camera didnt work for the 1st 6 days. I had to figure out how to get it connected. It doesnt show my property until you get on my porch it shows the neighbors. I was not told that I would have to pay an additional fee for the app to record. It serves me no purpose . Every time I called im passed around no one is taking notes i dont know if im talking to safe streets or ADT. I spoke with safe stress today the customer service is horrible. I wanted to see if it was anyway I could just remove the camera from my account . The supervisor said No . I have been dissatisfied with the service the entire two months and I dont want to pay a fee to cancel after Ive been calling for months. Safe stress is a horrible company I wouldnt recommend ADT to anyone. I was told today to call back on the 24th ADT will have my account and see if they can give a solution. Meanwhile keep paying my money .

  

  Business Response

  Date: 04/26/2024

  Upon review of the account, ********************** is prepared to send a technician out to the customer to check the system. ********************** reached out to Safestreets regarding a service appointment and a resolution. We are still working with the customer regarding a resolution.

• Initial Complaint

  Date:04/12/2024

  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 contacted ADT after a competitor came to try and sell me their services. I spoke with the retention team and my rep was a young lady by the name of ******. I was told that ADT could match what the competitor offered at a lower price. I was informed my bill would be about 63 dollars a month and that nothing would change in my contract. When I made my payment I am finding out that my bill is actually higher than what I was quoted and that my contract term has been extended. I repeatedly asked the young lady if anything was changing in my contract and each time I was told nothing would change. I was sent a docusign document and asked again if anything was changing with my terms. I am upset because had Id known this I would of just switched companies because what I would now be paying is exactly what they offered me with more upgraded equipment. Each representative I spoke with pretty much told me it's nothing they can do. I would like the original phone call reviewed because I made sure to ask all the questions needed before I signed the docusign. I am very bothered by the fact that representatives can lie and the consumer has to just deal with it. This is very unprofessional and I stayed to be loyal to the company because I know ADT as a household name. I would of felt better switching to the competitor and accepting any lies they threw at me. I am extremely disappointed at the customer service I was given. This should of been thoroughly explained and it is unfair to me. I may have a contract but if I am asking questions about the contract and being assured that the terms are a certain way I expect exactly what I was told I would be given.

  

  Business Response

  Date: 04/24/2024

  Upon reviewed of the customers account, ********************** spoke to *****************, and she said she was told by the sales agent that monitoring and equipment would be around $63.00. ADT advised her that ADT will review the call and will follow up with her.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21569361
  
  I am rejecting this response because: I still have not heard back from ADT. I would like to come with a resolution soon.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/30/2024

  Upon review of the account and sales call that took place on 2/26/2024 between the customer and our sales agent, ********************** found that the customer had contacted ********************** to cancel the service, but our agent attempted to save the customer by offering the customer a deal. The agent said a proposal was sent to the customer to compare between ********************** and Vivint. The customer had advised the agent the monthly rate for Vivint would be around $87.00 or $90.00.Our agent advised the customer that the equipment total would be $919.50,$25.54 per month for installment, and a one-time payment at install for $27.99.The agent advised customer that the monthly monitoring rate would be $52.99 and for a total of $78.53 with equipment. The customer agreed. However, ********************** found that during the installation, the customer had 4 extra equipment added, which caused the install cost to increase to $1969.70 before taxes. This also caused the monthly installment cost to increase to $35.13. ADT left a detailed message for the customer with *********************** contact information.

  Customer Answer

  Date: 05/01/2024

  I was told that the bill would only go up by seven more dollars I added one other camera and a hub I did not have four extra pieces of equipment. The technician said 7 more dollars. The employees of this company need more training on customer service and should be upfront with the consumer when offering to install more equipment. I returned ****'s phone call three times on yesterday and I never spoke with him directly. He left me a voicemail and did not follow up with me appropriately with a resolution. I would like a call back to discuss this matter instead of a voicemail.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21569361
  
  I was told that the bill would only go up by seven more dollars I added one other camera and a hub I did not have four extra pieces of equipment. The technician said 7 more dollars. The employees of this company need more training on customer service and should be upfront with the consumer when offering to install more equipment. I returned ****'s phone call three times on yesterday and I never spoke with him directly. He left me a voicemail and did not follow up with me appropriately with a resolution. I would like a call back to discuss this matter instead of a voicemail.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/04/2024

  ADT has sent the customer the contract as requested when we last spoke with the customer to show what the install and the monthly rate are.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21569361
  
  I am rejecting this response because:
    I do agree with the outcome. I had a basic customer service rep call me and wasted my time. I'd like to speak to someone in upper management. Their staff and technicians should make the consumer aware of everything that will change in the contract. It is unprofessional. I have no problem with paying my bills but I need to be informed properly.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/07/2024

  After review of the call between the customer and the ********************** agent on 2/26/2024, ADT found that the customer agreed to the proposal or offer the agent had provided the customer. ********************** found that during the installation,the customer had extra equipment added, which caused the install cost to increase to $1969.70 before taxes. This also caused the monthly installment cost to increase to $35.13. ADT sent copies of the contracts to the customer to review.

• Initial Complaint

  Date:04/12/2024

  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 recently sold my house that had service with ADT for the past four years. When I was trying to cancel my service I was told to pay an early termination fee of 500 USD (remaining one year contract time) or move the service to the new place for a smaller fee. However, I am moving to a full service apartment that does not need/have the requirement for a security system as the property is already monitored. So now I am stuck with a penalty bill of 500 USD for something I don't need any more. I was a good customer over the past fours years but they are zero flexible if you need to get out of the contract for whatever reason. And since I cancelled I am getting sales rep calls from ADT on a daily basis to keep my service - again - a service I do not need any more. I just need my money.

  

  Business Response

  Date: 04/17/2024

  ADT has reviewed **************** account and spoke with ****** on 4/17/24. **************** has agreed to pay $200 of early termination fee,ADT has agreed to waive the remainder. ******************** is satisfied with the resolution. 

  Customer Answer

  Date: 04/18/2024

   
  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:04/12/2024

  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.

  When we first moved into our house, we were approached by an ADT field rep. ** gave us a quote for free equipment. All we were required to pay for the service. The install technician who came to set up our equipment. Let us to believe that we bought a house in a very bad neighborhood. ** made sure to reference how bad the apartment complex thats not too far from us is for break-ins, vandalism, and theft. We Ended up getting an extra layer of security, which ended up costing us over $1500. The equipment was defective, ADT called because the sensor kept going off and calling the police department and asked if they wanted us to just deactivate the sensors. The sensors were no longer active and when we were finally at a point to where we needed them fixed, we evidently didnt talk to the right people. The technician who installed our equipment apparently doesnt work for ADT, but ADT is who services our account. Our equipment was defective, and our bill was never sent to us. We were told the payments we were making towards the technicians install were what was going to be going to our bill, but that was never the case.

  

  Business Response

  Date: 04/17/2024

  Upon review of the account, ********************** never received any payments for monitoring service since the account was installed. The customer was installed and entered into a contract with Safe Haven Security Services LLC. Contract attached. When 6 months without a monitoring payment to ADT went by the account closed due to non-payment. ADT has reached out to Safe Haven for response to this and their response is below.
  
  ADT did contact the customer and did offer to have them sign an ADT contract directly for service. This would allow ADT to reverse the chargeback to the dealer. The customer responded, that they were hesitant to do so, as they do not want to be obligated to Safe Haven. ADT offered to get a Sales advisor in touch with the customer to review what Safe Haven has installed, and advise if ADT can repair or get working, or if the customer doesnt want to sign with ********************** they could potentially tell the customer what specifically the problems were to bring to Safe Haven. The customer agreed to speak with an ********************** sales Advisor and we got the customers information over to the Resi Sales Manager for ************* They are reaching out to the customer via email to speak with them ************************ and perhaps set up an appointment to meet with the *******.
  
  Safe Haven Response:
  Good morning,
  
  Thank you for contacting Safe Haven regarding the customers escalated complaint. Safe Haven has conducted a thorough investigation of the account and have been unable to locate an active BBB complaint addressed to Safe Haven regarding additional contact to the customer. Once an account has terminated for non-payment, Safe Haven does not have authority to reinstate an account as an Authorized Dealer. Below is a brief timeline of events that occurred prior to the cancellation:
  
  10/12/23: Installation Work Order Signed and compliance verification call confirmed.
  10/13/23: Installation completed, ************* Contract signed.
  Customer Purchased additional equipment signed cc authorization form for flex payment arrangements. (3 payments of $498.22)
  Return trip scheduled to install owed carbon monoxide sensor.
  10/16/23: Customer contacted SHS regarding door locks and was provided description and pricing for door lock.
  10/30/23: Return trip scheduled to install owed carbon monoxide sensor.
  2/21/24: Customer contacted SHS regarding bill he received and expressed concerns over the positioning of sensors installed. SHS advised customer of ****** warranty policy, offered to schedule service appointment with quoted trip fees or place a technician manager call back.  The customer declined all resolution efforts, requested to cancel, and was quoted an ETF.
  Customer disputed etf fee, SHS advised terms found within contract terms customer signed, customer advised most people do not read contracts in full and disconnected call without any other issues being expressed.
  3/14/2024: SHS received a chargeback from ADT.
  
  
  After reviewing the account, Safe Haven has been unable to locate any information that would support the customer was unaware of Safe Haven prior to the installation,unaware additional equipment charges were separate from monthly billing charges, or that Safe Haven was made aware of any service request and failed to offer servicing. The Installation work order was authenticated through the customers personal email address listed on file prior to the installation,further contradicting to the statements listed within the complaint. Safe Haven does not assess monthly billing to the customer and any billing debited from Safe Haven was provided to the customer in writing for their authorization.Based on our review, Safe Haven previously addressed the customers concerns,offered to service the system, and advised of early termination fees prior to the cancellation. All efforts were declined and at this time it would be at ADTs discretion to permit the customer to reinstate ******************** or provide any additional options to the customer. Safe Haven provided all necessary information to the customer upfront disclosing our company, contract terms,upfront cost, and monthly fees.

• Initial Complaint

  Date:04/12/2024

  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.

  ADT cheat people.

  

  Business Response

  Date: 04/26/2024

  Because the house is too large for the Command panel, the customer would need a different panel.  When sales reached out to the customer, the rep was advised that they would be looking at another company for services.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21568772
  
  I am rejecting this response because:

   

  I am with ADT Almost 40 years i have a home located at ************ and ********* ****** I called ADT for a quote which they quoted me a price and receive an order confirmation i have receive an schedule installation for the equiptment and services waited for 3 days for the ADT rep to come on that day when an ADT installation came to our door and tried to discuss service with my wife and explain the nature of installation how they will proceed and connect the wires After he had check the Motion detector and the old keypad right away he told us on your order confirmation you have 1 keypad i cannot install two more keypad beside that this is above a *********************************************************************************************************************************************************************** on a very rude way that saying if you are **** agreeing on the price i gave you. you better look for other company and say unprofessional rude way this was not just the first happen to me i have a home on ********* which i ask also for a quote with was the same situation they will give a a quote then as soon they see your home that is big they will ask for additional installation charge and equipment at will will triple what they have sent you on the original order confirmation beside that will also increase your monthly charge customer should be aware on this kind of scheme a sales rep *************************** have a behavior that he will tell you he deducted a discount when you see your final contract and order information a huge amount of installation fee is added and miscellaneous fee customer should be inform with this kind of scheme that ADT specially how there employee cheat people.
  

   

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

  

  Business Response

  Date: 05/06/2024

  ADT would like to apologize for any miscommunication regarding Mr. ******* upgrade quote. Due to the size of the home and equipment requested, the equipment originally quoted will not work in the home. It would require additional equipment with different pricing. ADT can confirm that a discount of $403.80 on the secondary quote was offered.  

• Initial Complaint

  Date:04/12/2024

  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.

  Hello, I am an ADT customer since January 2024. Since the first day that my equipment was installed, I have issues with the house alarm and smoke alarm system. The alarm system goes off and also the fire alarm system. The fire department has been to my house on numerous occasions, and it started on the first day that the system was installed. The system was installed on a Saturday, and the person that did the installation was in a rush to leave. He didn't even explain how the system works. I called ADT many times and no one has helped me. I have left work early because they said that a repair person from their company was going to come and fix the problem, no one shows up. I have not been able to use the alarm system, and ADT refuses to give me a credit or to pick up their equipment. They want to charge me for the equipment even though I have never been able to use it. I appreciate your help with this matter.

  

  Business Response

  Date: 04/23/2024

  We reviewed the account and confirmed that ***************** had the system installed on 1/27/2024.
  
  On 1/28/2024 ***************** called in about the smoke detector faulting said it was too sensitive.
  
  The customer service agent assisted ***************** and set a virtual appointment for 2/3/2024.
  
  On 1/29/2024 ***************** called in to cancel due to troubles with the equipment.
  
  The customer service agent assisted ***************** and submitted a branch action for a manager to call *****************.
  
  On 2/3/2024 the virtual reached out to ***************** left notes that the customer did not want to troubleshoot, requested to cancel.
  
  On 2/6/2024 ***************** called in requesting to speak to a manager wanted the account cancelled and the system removed.
  
  ***************** mentioned the smoke detector was faulting causing the fire department to come out.
  
  The customer service agent assisted ***************** and submitted a request for a manager to call ***************** a call.
  
  On 2/7/2024 a manager called ***************** and did not get a response.
  
  On 2/13/2024 ***************** called in about the alarm going off causing false alarms.
  
  The customer service agent assisted ***************** and set a virtual appointment for 2/13/2024. ***************** mentioned the bill was supposed to be $40 a month.
  
  The customer service agent assisted ***************** and adjusted the rate to $49.99.
  
  On 2/13/2024 a virtual agent reached out to ***************** left notes that customer did not have time.
  
  No troubleshooting was done.
  
  On 3/27/2024 ***************** called in about the system faulting said she has not been able to use the system.
  
  ***************** requested a technician be sent out to check the system.
  
  The customer service agent assisted ***************** and set a service appointment for 4/3/2024.
  
  On 4/3/2024 a technician went out and did not get a response, no work was done.
  
  On 4/4/2024 ***************** called in about the smoke detector faulting.
  
  ***************** mentioned the smoke detector is located by the bathroom and has been causing false alarms since the installation.
  
  ***************** requested for the account to be cancelled.
  
  The customer service agent assisted ***************** and let her know the ***************************** was closed and to call back.
  
  ***************** said she would call back.
  
  On 4/18/2024 ***************** called in about the smoke detector causing the alarm to go off.
  
  ***************** mentioned she did not want the system.
  
  The customer service agent assisted ***************** and submitted a request for a manager to call *****************.
  
  On 4/19/2024 a manager called ***************** to respond to the cancel request.
  
  The manager advised ***************** that it was past the 3 day Right of Rescission for the account to be cancelled.
  
  ***************** mentioned she called within the 3 days.
  
  The manager let ***************** know that the 3 day Right of Recession ended on 1/24/2024.
  
  ***************** said she would be reaching out to consumer affairs.
  
  We reached out to ***************** to further assist and scheduled a service appointment.
  
  ***************** mentioned she will need a Saturday appointment.
  
  We are waiting for a response from scheduling on if a Saturday appointment can be scheduled.
  
  We will assist ***************** as needed once we get a response. 

• Initial Complaint

  Date:04/12/2024

  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 am experiencing financial hardship and need a 6 month pause of service and charges. I reached out to ADT and was given a reduced rate but it is not enough. I tried to find corporate contact information and was not able to find it.

  

  Business Response

  Date: 04/16/2024

  We were able to speak with **************** regarding her concern.Her complaint was she requested a pause in her ADT monitoring for six-months and was given a lower rate but stated that would not be sufficient and needed to speak with the corporate office.
  
  After speaking with ****************, we agreed to place a credit of $171.96 towards her monthly monitoring service on top of the $90.00 monitoring credit she received on 4/12/2024. This would give her six-months with no monitoring charges. The only charges **************** would be responsible for is the equipment charge of $36.88 a month.
  
  **************** accepted the resolution and we have emailed her a confirmation.

  Customer Answer

  Date: 04/16/2024

   
  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,
  
  Qeshawnda ******

  Customer Answer

  Date: 04/16/2024

  ADT was prompt, understanding, and resolved my issue to my satisfaction. I appreciate the business helping me and BBB. Thank you. 

• Initial Complaint

  Date:04/12/2024

  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.

  Our alarm system wasn't working so we initiated a service call. The technician arrived and repaired the issue, however never discussed or provided a quote for the service call. A few weeks later we were billed for $625, with the work order stating battery, wiring and panel was replaced. The only work performed, was running new wiring and battery replacement, and not panel replacement. I was onsite with the technician, and am certain panel was not replaced. When a panel is replaced, it is required to set up all user access accounts again, as well as system configuration. None of this was performed during the technician visit, so this confirms panel was never replaced, and only new wiring was done. We contacted ADT costumer service and was told panel was replace, and they can only provide a $150 discount. ADT appears to have bad business practices, by adding additional work or equipment to work order that was never performed. They did not discuss or provided the cost prior to any work being done, but rather surprise you with the cost and add additional items that were never performed.

  

  Business Response

  Date: 04/26/2024

  We were able to speak with ************** regarding her concern.We reviewed the service call in question that occurred on 1/29/2024 and we did see a note from the technician that the alarm keypad was cracked and that was why it was replaced. Since ************** was not made aware of the replacement, we have waived the cost of the keypad which was $342.73.
  
  ************** paid the remaining amount of the service call,$256.92 on 4/24/2024.

• Initial Complaint

  Date:04/12/2024

  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.

  As part of ADT's Refer a Friend Rewards program (and I am a loyal customer of ********************** for over 25 years), I directly linked up 2 customers to become ADT customers, and there promise to me was to award me a $200 Rewards Gift Card for each successful new customer sign, and remain customers for at least 3 months, and I feel at this point that ADT purposes committed false advertisement because I did get my aunt and a friend signed up and they became ADT customers and still continue to be current customers to date (April 2024), and all of this was initiated beginning with my Aunt in September of 2023 and my Friend in November 2023. And yes, I have waited and waited for my gift cards with should be a grand total of $400 (200 each), with countless phone calls, emails, and most recently direct emails to there refer "A Friend Help source" in March and April 2024, and never any response from ADT!

  

  Business Response

  Date: 04/23/2024

  We reviewed the account and confirmed that ************** had the system installed on 7/1/2020.
  
  On 10/31/2023 ************** called in said he was owed $400 in gift cards for 2 customers he referred to ADT wanted to know how he would get the gift cards.
  
  The customer service agent assisted ************** and let him know he would have to create a referral account.
  
  The phone call dropped no further assist was given.
  
  On 11/16/2023 ************** called in wanted to know about the referral program said he did not receive the $400 he was owed for the customers he referred.
  
  The customer service agent assisted ************** and let him know he would have to go on the website for referral a friend to check the status.
  
  ************** mentioned he wanted to speak to someone about the status.
  
  The customer service agent transferred ************** to the sales department.
  
  There are no notes on the account to support ************** spoke to sales once transferred.
  
  On 1/30/2024 ************** called in said he referred 2 customers to ADT and has not received the gift cards he was supposed to receive.
  
  The customer service agent assisted ************** and transferred him to the billing department.
  
  There are no notes on the account to support ************** spoke to the billing department once transferred.
  
  On 3/28/2024 ************** called in to get the status of the gift cards.
  
  The customer service agent assisted ************** and transferred him to billing.
  
  There are no notes on the account to support ************** spoke to the billing department once transferred.
  
  We reached out to ************** to further assist mentioned he still had not received the gift cards wanted to know when he would receive them.
  
  We assisted ************** and reached out to Customer Rewards to get the status of the referrals.
  
  Customer Rewards advised the referrals was ineligible due to an over the phone sale being done and the install was done by a dealer.
  
  Which is outside of the referral guidelines.
  
  We advised ************** the gift cards would not be issued out.
  
  As a goodwill gesture we placed a credit of $400 on ************* account to go towards the monthly bill.

  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:04/12/2024

  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.

  My card was charged for a key fob and a tech visit scheduled 4/12. ADT called me 4/12 and told me the visit can be scheduled for 4/16 or 4/19. I requested a refund for the tech service, the rep on the phone told me that the service fee I paid was for my monthly service which was not true. She told me I could only get a credit. I also requested to send the key fob back to ADT and requested a refund. I asked the representative to speak to a supervisor because her information was incorrect, she did not honor my request. ADT is extremely disorganized and customer service does not exist with this company. My debit card is was charged but ADT has applied the payment to other places I did not agree to.

  

  Business Response

  Date: 04/18/2024

  Upon review of the customers account, ********************** spoke to the customer, and the requested a refund for the $104.94 paid to ADT. ADT agreed to refund the customer the payment and submitted a refund request to have this payment refunded back to the customers card.