Complaints

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

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
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  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  ADT Security Services

  75 Town Center Dr Rochester, NY 14623

  
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  ADT Security Services

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/12/2024

  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.

  I moving out from my old home and agent told me I have a contract 6 years with the company I never knew this the guy told me 3 years and not 6 years and I want take my equipment with me because the new owner dont want it and my technician and sell person both told me I can take my ADT equipment with me so know a different agent tells me no I cant take it and have to buy new equipment in the new house ?! Im so mad right now you guys taking money out of people pocket and I have to pay a fee if I want cancel it thats ridiculous first I get screwed over and now I have to pay so much money for cancel and then I try to call the technician and the agent who sold me and you cant reach out to them because they not working anymore there !!! Better someone comes and call me and help me out

  

  Business Response

  Date: 04/20/2024

  Upon review of the account, ************** signed a 5-year contract, not 6 years. ADT called and spoke with *********************** (wife) and verified the account password. She claims to have been informed by both their sales advisor and installation technician that they could take the equipment with them. Both of those employees no longer work for ADT, so we were unable to verify if that was conveyed to the client. ADT did agree to release the customer from contract, because they are building a new home and are going to temporary housing for several months. The termination charges would have been $1,903.47, but ADT agreed to waive that. They ****** will however be responsible for the remaining balance for the equipment ADT installed which is $1,077.33. The client agreed to this resolution.
  
  The account was set to cancel effective 5/15/24. The last day the ****** will be in the home. They are aware that the remaining $1077.33 will draft from their account when the account cancels. *************** did appreciate the resolution and informed us that shed be in contact when they settled into the new home. 

• 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 continual issues lie with the two cameras they recommended and installed, one doorbell, cam, and one oudoor camera to cover our patio door/yard. We discussed at length the doorbell cam positioning so that it could catch front door/yard and driveway events. We were told that these cameras have a playback option if we find that we need to review any events that happen on our property. A couple weeks later we did have an event happen on our property and there was no playback option. We called ADT and told them this and they said that that was an additional purchase that we had to add to our plan. We had no knowledge of this and were not told at our initial appointment. After several transfers and 11 hours spent on the phone they added that service to our plan. However, recording was still unavailable on our end and the front doorbell cam was not picking up on basic movements. When I called about both issues and asked for the cameras to be removed, ADT told me my next and only option was to have a tech appointment. They said I cannot make changes to equipment until the contact is a year old. I spoke with the third-party company and did a restart of my camera which did not help with the events being triggered. She also did not know how to get the event recording working so that was left unresolved too. The tech and I also looked at the backyard camera and discussed that this camera was installed in an improper placement that provided no proactive security. She said that I would have to pay for somebody to come out and look at the event recording and the improperly placed camera. I declined, I'm not paying any more money to this company to fix faulty equipment/placement. We are also paying for garage sensors for windows that a racoon can't even fit through. We have been paying over $120 a month for this service. I want the option to remove these cameras and adjust our bill. They are unreliable forms of home security and I will not pay to continually have them fixed.

  

  Business Response

  Date: 04/16/2024

  Upon review of the account, ********************** is prepared to send a technician out to the customer at no cost to check the cameras. We scheduled an appointment for 04/23/24. We will follow up with the customer after the appointment.

• Initial Complaint

  Date:04/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** cannot answer questions. They speak very poor English, they dont understand the questions, and cannot tell me what I owe to pay the system off. Also, I have updated the app, made sure the settings were correct, and do not get alerts to doors being open etc. I also wanted to cancel the insurance policy on the equipment but they dont seem to understand. I changed my credit card info and they cannot handle putting it on the easy pay system

  

  Business Response

  Date: 04/19/2024

  ADT reached out to the customer and provided a breakdown of the charges for both the **** and the burglar alarm account.  

• 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.

  In response to the shooting of our daughter at ***************************************************************************************, we contracted with ADT for a home security system. Because of the trauma experienced and the memories in that location, we began the relocation process and contracted with ADT for a home security system in our new location.Once in the new home and the old home sold, we requested ADT to move the system in ******* to the home in **************. They said "Unfortunately, we do not do that, but you can move it yourself, but you void the warranty. It's your equipment and you can do whatever you wish". They explained that they could and would transfer/relocate systems if moving but we had already contracted for the system in the new location. The complaint is: It is unfair for ADT to take a stand in both directions:1. We will not move the system unless relocating (which we did).2. And then say we will not help but if you do it you void the warranty. This is like being painted into a corner with no option. I simply am asking to return the equipment and break contract if they will not relocate the equipment, we "own".

  

  Business Response

  Date: 04/23/2024

  We reached out to the customer and apologized for any frustration endured with the service. After review of the account, we explained we do not relocate any equipment from one address to another, which once it is installed it is left at the specific address listed on the agreement. We also explained, the customers previous address of ************************************ Norfolk,VA the customer agreed to a ******** Retail Installment Contract where the equipment was financed that began on 05/10/2023 and ends on 05/09/2026. We explained if the customer relocates from that address while in contract term,the customer has the option to relocate the service to the new address to keep from having to pay the early termination fees from that contractual agreement.We explained if there is an equipment loan balance on 1948 E ***************the balance would still be valid and must be paid in full. The initial equipment cost for the 1948 E Ocean View Ave address was $1,039.45, which the customer opted to pay monthly installment payments of $28.88 until the equipment cost is paid for over the term of the agreement. After further review, the customer met with a local field Sales Representative and set up a second home new address for service at ************************************* ********, ** and agreed upon a new 36-month Retail Installment Contract that began on 09/28/2023 and ends on 09/27/2026. We explained the installation cost for that equipment was $824.11 after taxes, which the new equipment installment loan monthly payment is $22.90 for that address. The customer contacted ********************** on 03/06/2024 requesting to cancel service at the address of ******************************************* #G Norfolk, VA ***** stating his daughter is deceased and that is why they no longer live at the address. We expressed our condolences to the customer and the family for their loss of their loved one. The 30-day cancellation notice was submitted, which the account completely cancelled on 04/06/2024. We explained once the account cancelled, the customer was billed early termination fees of $1,017.70, which resulted from the account being cancelled before the end of term. Based on the customer having two active accounts, the customer was explained by our ****************** Team the remaining active account would not be considered as relocated service and that is why the customer was charged early termination fees. Since there is still active service, the customer still has the two active financing equipment loan balances, which must be paid in full and cannot be waived. As a goodwill courtesy based on the customer still has an active account, we have waived the early termination fee balance off the account on 04/19/2024 and a credit was applied for $1,017.70. Also, as goodwill courtesy,we issued a 7-month billing credit totaling $377.93 that covered the monitoring fees from the previous account address for ******************************************* G *******,**. We explained both accounts were actively monitored, and the Norfolk address just cancelled completely on 04/06/2024 that resulted in your account to still be billed monitoring fees for the old address. The credit applied has waived the past due balance on the account, which there is a remaining credit of $76.05. Per the agreement terms, the customer is responsible to pay both financing loan balances and we do not waive those balances even if the customer moves out of the address. We explained if the customer wishes to cancel the current account before the end of term, all fees will be valid. The remaining balances of the equipment financing loans are $692.89 monthly of $28.88 with 24 payments left and $663.81 monthly of $22.90 with 29 payments remaining. The early termination fees are around $988.44 with the 30-day cancellation notice.The customer stated he has stopped all payments from ADT, which he will not pay for services he no longer has. At this time, we have explained the contractual agreement and policies of our service. No further action has been taken at this time. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21565926
  
  I am rejecting this response because: ADT is unwilling to support the customer. The "purchase" of the equipment means it is mine and I should be able to relocate this equipment. ADT does not support that idea but still wants to charge for ownership of the equipment. From technical review by certified security specialist, the system can be relocated and integrated.  ADT is unwilling to agree to terms to do that.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/26/2024

  As previously stated, after review of the account, we explained we do not relocate any equipment from one address to another, which once it is installed it is left at the specific address listed on the agreement. We also explained, the customers previous address of ************************************ Norfolk, VA the customer agreed to a ******** Retail Installment Contract where the equipment was financed that began on 05/10/2023 and ends on 05/09/2026. We explained if the customer relocates from that address while in contract term, the customer has the option to relocate the service to the new address to keep from having to pay the early termination fees from that contractual agreement. We explained if there is an equipment loan balance on ************************************ the balance would still be valid and must be paid in full. The initial equipment cost for the 1948 E Ocean View Ave address was $1,039.45, which the customer opted to pay monthly installment payments of $28.88 until the equipment cost is paid for over the term of the agreement. After further review, the customer met with a local field Sales Representative and set up a second home new address for service at ************************************* ********,** and agreed upon a new 36-month Retail Installment Contract that began on 09/28/2023 and ends on 09/27/2026. We explained the installation cost for that equipment was $824.11 after taxes, which the new equipment installment loan monthly payment is $22.90 for that address. The customer contacted ********************** on 03/06/2024 requesting to cancel service at the address of ******************************************* #G Norfolk, VA ***** stating his daughter is deceased and that is why they no longer live at the address. We expressed our condolences to the customer and the family for their loss of their loved one. The 30-day cancellation notice was submitted, which the account completely cancelled on 04/06/2024. We explained once the account cancelled, the customer was billed early termination fees of $1,017.70, which resulted from the account being cancelled before the end of term. Based on the customer having two active accounts, the customer was explained by our ****************** Team the remaining active account would not be considered as relocated service and that is why the customer was charged early termination fees. Since there is still active service, the customer still has the two active financing equipment loan balances, which must be paid in full and cannot be waived. As a goodwill courtesy based on the customer still has an active account, we have waived the early termination fee balance off the account on 04/19/2024 and a credit was applied for $1,017.70. Also, as goodwill courtesy, we issued a 7-month billing credit totaling $377.93 that covered the monitoring fees from the previous account address for ******************************************* G *******, **. We explained both accounts were actively monitored, and the Norfolk address just cancelled completely on 04/06/2024 that resulted in your account to still be billed monitoring fees for the old address. The credit applied has waived the past due balance on the account, which there is a remaining credit of $76.05. Per the agreement terms, the customer is responsible to pay both financing loan balances and we do not waive those balances even if the customer moves out of the address. We explained if the customer wishes to cancel the current account before the end of term, all fees will be valid. The remaining balances of the equipment financing loans are $692.89 monthly of $28.88 with 24 payments left and $663.81 monthly of $22.90 with 29 payments remaining. The early termination fees are around $984.94 with the 30-day cancellation notice.The customer stated he has stopped all payments from ADT, which he will not pay for services he no longer has. At this time, we have explained the contractual agreement and policies of our service. Again, we do apologize for any frustration or inconvenience endured with the service, but ADT stands by our decision, and we do not relocate any equipment from a previous location. ADT considers this matter closed. 

• Initial Complaint

  Date:04/11/2024

  Type:Sales and Advertising 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.

  From 03/21/24-04/11/24 Ive spoken with multiple account managers in regard to my account and issues with billing. I was advised multiple times that my monthly payment would be roughly $50. On 4/11/24 I was charged $97.50. I called and spoke with a representative who stated, per the contract that was signed (I did not sign a contract) my monthly payment would be $97.50 and unfortunately I received misinformation from various account management representatives about receiving a $50 monthly bill. When I asked for a copy of said contract the representative was unable to locate the contract (because it doesnt exist). I stated I wanted to cancel my services and was advised I would have to pay roughly $5,000 to buy out my contract. I confirmed that all calls with ADT are recorded and the account manager stated yes. All I want is the $50 monthly fee I was advised. Had I known it would be $97.50 I would have never upgraded my system. *** asked for transcripts of both phone calls and chats to no avail. The last contract that ADT has is from 2/24/24 however that equipment was returned due to misinformation received from a sales representative. I also have the installation technician as a witness to the multiple conversations that were had with account management in terms of a monthly payment of the roughly $50

  

  Business Response

  Date: 04/15/2024

  ADT has contacted *************** and has adjusted her monthly rate to $49.99 plus any applicable sales tax. During the call, ADT did see that she was double billed for 2 monthly monitoring fees which we have credited to her ADT account.  

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

• Initial Complaint

  Date:04/11/2024

  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 started service with ADT in March 2023 after purchasing my first home. I should of seen the redflags and heeded them from the first service call. The male sales rep that came to advise about the service to solicit business seem nice at first but at the end of his sales pitch kept trying to go into my master bed room. I had to tell him repeatedly that I he was not allowed to go in that room. I still proceeded to get my security system with this company and realized after the fact that the technician lied about how much it was to add sensors to each window. A $2k or under charge was really $3k in total. Now, I need my camera reset and no department can reach ****** Nest. I found a contact on my own but can't find a ****** nest technician all while ADT is charging an excessive amount to have their own technician come out to assist. The company customer service is horrible and uncaring. I'm really thinking of canceling the service.

  

  Business Response

  Date: 04/18/2024

  Upon review of the account, we offered to **************** to have an ADT technician come out to her home at no cost. She accepted the appointment,and a technician was scheduled for 4/18/24. We followed up with **************** today and verified the appointment went well. The technician relearned everything for the customer, so she has full access again. ********************** also offered a 3-month credit of $168.51 to her account, which she also accepted. 

• Initial Complaint

  Date:04/11/2024

  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.

  5 years ago ADT had used a subcontractor to install the system. The door for the Panel box on the wall leading to the garage was broken shortly after the work was completed. It was never resolved. on 02/03/2024 I signed a contract with the sales person *********************** for a new Panel she suggested that the new Touch Screen Panel would not work with my old system. I agreed for 2 new Touch Screen Panels.1 for the Master bedroom and the second replacing the broken Panel and a upgrade of the current system. The house has a wired system and she ordered extra equipment to accomadate the new Panels. All of the doors are wired and included sensors, we have Glass Break Dectors on the main level and the basement level. 2 Smoke/Heat Dectors to be replaced and 1 Carbon Monoxide Dector. A doorbell camera was ordered and removed, ( did not work) money refunded. The cost was $2,411.92 that required an Installation Down Payment of $1,205.96 and $1,205.96 Due at Installation. ***** was present on the day of Installation. The Technican changed my wired system to a wireless system and cut the wires in the basement. He cut 2 large holes in the bed room and laundry room for the wireless system. The wires for both places were just left hanging. He never explained how the system worked and checked the boxes that he explained the system to me and ****** inital my signature. He also added $454.96 to my credit card without my knowledge. I found a small WIFI by my dining table and unplug it because I had lost my internet connection. I called ***** about the problems as I could not find the Smoke or Carbon Monoxide Dectors and on her work sheet he had placed them in the basement. They were removed and replaced by a different person and the Panels wired temporarily. I had to call the support Technican for help to Arm and Disarm the system. I have made multiple calls and spoke with several people from 02/15/2024 to 04/1/2024 without any positive results. I am an elderly female on fixed income.

  

  Business Response

  Date: 04/23/2024

  We reviewed the account. We contacted the customer and provided the damage claim number and the email address to send the repair estimate. We also mailed the customer a fraud package. We are still working with the customer regarding a resolution.

  Customer Answer

  Date: 04/24/2024

  This is *************************,

  I will be 85 years old in August, I have the pictures on my phone. I do not know how to send the pictures by phone. I called a drywall repair company and they will  take the pictures and submit the cost for the repairs by appointment. The wires that are cut off for my wired service will need to be done by ADT. I did not receive any fraud package from ADT. I received an email for estimates and photos. I will have to wait for the appointment or contact another company. I am not sure why this is my responsibility since ADT was Irresponsible for their actions..I would like the system wired back and a refund of the extra costs.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21563816
  
  

  I will be 85 years old in August, I have the pictures on my phone. I do not know how to send the pictures by phone. I called a drywall repair company and they will  take the pictures and submit the cost for the repairs by appointment. The wires that are cut off for my wired service will need to be done by ADT. I did not receive any fraud package from ADT. I received an email for estimates and photos. I will have to wait for the appointment or contact another company. I am not sure why this is my responsibility since ADT was Irresponsible for their actions..I would like the system wired back and a refund of the extra costs.

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

  

  Business Response

  Date: 05/03/2024

  ADT is still working on a resolution for the customer. We attempted to contact the customer by phone on 05/02 and 05/03.

  Customer Answer

  Date: 05/04/2024

  This is ***********************,

  I received an email from ADT dated 04/29/2024 at 5:20pm and a letter received on 04/30/2024. I had a Planned Surgery on 05/02/2024 and was not available to receive the telephone calls. The informatios requested will be sent to the fax number provided on 05/06/2024.

  A copy of the informations will be mailed to the BBB, Attention *** *****.

  05/04/2024

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21563816
  

  This is ***********************,

  I received an email from ADT dated 04/29/2024 at 5:20pm and a letter received on 04/30/2024. I had a Planned Surgery on 05/02/2024 and was not available to receive the telephone calls. The informatios requested will be sent to the fax number provided on 05/06/2024.

  A copy of the informations will be mailed to the BBB, Attention *** *****.

  05/04/2024

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

  Customer Answer

  Date: 05/06/2024

  ---see attached consumer response--
  

  I received an email from ADT dated 04/29/2024 at 5:20pm and a letter received on 04/30/2024. I had a Planned Surgery on 05/02/2024 and was not available to receive the telephone calls. The informatios requested will be sent to the fax number provided on 05/06/2024.
  A copy of the informations will be mailed to the BBB, Attention *** *****.

  

  Business Response

  Date: 05/10/2024

  After reviewing the account, the customer originally had a hardwired system. Once the technician examined the wiring, he determined that it would be more cost effective for the customer to remove the hardwired to wireless converter and save on labor cost and to just go with wireless sensors. The customer wanted the keypads in a different location which we moved per the customers request.  Once the customer came back and said she wanted the system to be hardwired, we offered to remove the wireless but let her know the converter and labor would need to be added back to the job.  The customer refused to pay for the original devices to be added back so we left the system wireless. We attempted to contact the customer on 05/10 and left a message on the voicemail.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21563816
  
  

  This Statement is False.

   ***** came out on 02/22/1924 and remove the Smoke and Carbon Monoxide

  Dectors from the basement and replaced them on the main floor. He also removed the Doorbell camera and obtain my signature on his ipad. On 02/23/2024 *** came out to temporarily reconnect the 2 Panels to hard wires. He was the person that stated that the Technician saved me money by the Wireless System and it would have cost more money for the Wired system that ADT no longer does.

  I told *** that I would not be paying any additional money and would like my system to be wired the way it was before the Technician came to the house. I had called ADT and they do have a Wired as well as a Wireless System making ***'s knowledge limited.

  I signed for a Wired System with *********************** on 02/03/2024. The equipments that I purchased from her, some of them were never installed. I have a ****** WiFi sitting on my kitchen counter that was not part of the purchase and was never used. If the Technician was not competent with a Wired System, he should have left the job to an experience individual. I would appreciate my signature where I did changed the request with *************************. 

  I am Appalled that anyone would make such an outrageous claim, nevertheless I paid for a Wired System as per Contract. I regret ever doing business with this company and it is shameful to Abuse the Elderly in this manner. Let me be clear, the only person that mention cost was *** and he had no idea what was already paid for and should not get involved in a Contract without any knowledge of it

  I received a call from ADT on 05/10/2024 while driving at 1:19pm. The called was returned at the listed number and there were no calls registered to my number and I requested that a notation be made that I returned the call after stopping. After arriving at home the called was returned to ****************************** at 4:36pm with a message.

  It's Time to have the work Contract completed. All the required paper work requested have been sent. The paid equipments must be installed with a Competent Experienced Technician that does less talking and sitting in the Van and the actual work with Integrity.

  Thanks to the BBB for your assistance as ADT had ignored all my calls and charged me for incomplete work, damage to property by leaving 2 holes in the walls and cutting off the wires for my Wired System, false signature and false add of $ 454.96  to my credit card. I do have the right to make a Police Report.

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

  Customer Answer

  Date: 05/14/2024

  ADT customer relations personnel should have a conversation with *************** who wrote the Contract that I was in agreement with, and obtain a copy rather than Unsubstantiated or allegations in her comments. She must have full knowledge of the scope for this Incident before responding. *************** was at my home during the Installation and was as surprised as I was on the work of the Technician.
  The Contract did not include any change, only an upgrade to the current system. ( 1 ) Why would a Technician place a Smoke and Carbon Monoxide Dector in a unfinished basement? The Contract has it on the main floor because the old ones did not worked.
  ( 2 ) Why were the wires cut off for the Wired System?
  ( 3 ) Why was my credit card tampered by the Technician?
  ( 4 ) Why was my initals falsified?
  These have serious consequences and should not be taken lightly by avoiding to get a copy of the Contract.
  Please submit to ADT as I have waited long enough and a Police Report needs some attention especially with my credit card. Also **************** at this time. *************** had stopped me from making the report and now I understand her motive.

  

  Business Response

  Date: 05/23/2024

  ADT stands behind our decision. We emailed the customer a copy of the contract. We submitted a damage claim for the customer. After reviewing the account, the customer originally had a hardwired system.  Once the technician examined the wiring, he determined that it would be more cost effective for the customer to remove the hardwired to wireless converter and save on labor cost and to just go with wireless sensors. The customer wanted the keypads in a different location which we moved per the customers request.  Once the customer came back and said she wanted the system to be hardwired, we offered to remove the wireless but let her know the converter and labor would need to be added back to the job.  The customer refused to pay for the original devices to be added back so we left the system wireless.

• Initial Complaint

  Date:04/11/2024

  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 originally signed up with ******** in 2021 for security services for my apartment. When I moved to a new apartment in 2022, I still had ******** servicing my security system. Sometime after that move, ADT bought my account from ********. I never signed a contract with ADT and was merely informed of the transition via email. When I moved at the end of March 2024, I called ADT to cancel my account, at which point they informed me that I had to pay a contract cancellation fee of around $260 or so. The ADT customer service representative admitted to me that there is no contract that I signed yet failed to explain to me why I legally have to pay a contract cancellation penalty when they admit that there is no contract. I was on the phone for an hour with no resolution. The representative ended the call by telling me that a manager named ******* would call me to explain further within 30 minutes. This call took place on April 1, 2024. Today is April 11, 2024 and ADT has failed to call me back to this day. I want a legal explanation of this contract cancellation fee or I want it to be withdrawn.

  

  Business Response

  Date: 04/18/2024

  We reviewed the account and confirmed that ******************* had the system installed by ******** on 2/5/2021.
  
  On 6/26/2022 a ******** conversion took place and ****************** became an ADT customer.
  
  On 3/30/2024 ******************* called in to cancel the account due to moving.
  
  The customer service agent assisted ******************* and let her know it would be a balance of contract fee with the cancellation advised if she decided to relocate the service the balance of contract fee can be waived.
  
  ******************* did not want to relocate the service.
  
  The customer service agent submitted the cancel request and advised ******************* that there would be a balance of contract fee remaining.
  
  The account is pending cancellation and will be cancelled on 4/29/2024.
  
  On 4/2/2023 ******************* called in said she got an email about a balance due wanted to know why.
  
  The customer service agent assisted ******************* and let her know that the balance due of $256.22 is for the contract advised the contract was for 36 months.
  
  We reached out to ******************* to further assist she mentioned she was with ******** did not sign a contract with ADT requested for the balance due to be waived.
  
  As a goodwill gesture we placed a credit of $256.22 on the account to cover the balance due.
  
  No further billing will take place on the account.

  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:04/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been trying to resolve an issue concerning our ADT alarm system going at various hours of the day and night. We have had five service technicians and several virtual calls regarding the issue which they were unable to resolve. ADT would claim that they had fixed the issue, but within days the alarm would go off again. My elderly mom is 91 years old and in poor health. We had explained to them that we could not have it going off in the middle of the night and waking her.During the second service call we asked them to cancel our service since we wanted to end our ties o ADT. What they did was to keep saying that they needed to send a technician out first. Hence, they kept kicking us past our grace ****** date. Finally, on April 9th after firmly explaining that we wanted to cancel our agreement, they said we would have to pay $243.00 cancellation fee. We agreed to it since we obviously couldnt continue having my mom woken up. What we are requesting is that ADT reimburse us the $243.00 cancellation fee. Unfortunately, they were not acting in good faith to dwindle down our grace ******, so that they could charge us for the cancellation of their service. I also noticed that this business has numerous complaints filed with the BBB. Perhaps they should not be receiving such a high rating from BBB.

  

  Business Response

  Date: 04/16/2024

  We regret any inconvenience the customer experienced &apologize for their frustrations.
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.
  
  ADT has waived the early contract termination charges as a goodwill.

• Initial Complaint

  Date:04/11/2024

  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.

  Brinks/************* Authorized ADT Dealer/ ADT Cancellation Complaint:Been customers of Brinks/Monotronics Alarm system over 15 years. July 2023 contacted at my home by *************, ADT Dealer to change service from Brinks to ADT. Sales representative ****************** or **** told me ADT was a local alarm company compared to ******************** based in ******, what made me change alarm systems/service. Told to stop auto payments to Brinks and Rep of ADT would contact Brinks to stop service. stopped auto payment with ************ on 8-15-23.Started receiving bills from Brinks in December 2023 for payment on service that I thought had been canceled. I called ADT about the bill balance and cancellation of Brinks. Was told by ADT customer service person that company cannot cancel account service. Told me they had this problem before and that the company would repay by gift card after I pay bill. Then told me to call Brinks that I had to cancel account. After calling Brinks the cancellation process began. Received letter stating that 1-24-2024 I was cancelling service. Received letter stating i needed to pay $438.48 by 3-4-24 to cancel service, and send letter to ADT for them to pay this amount. Called ADT again told to contact ************* Authorized ADT Dealer responsible for payment $438.48. ******** calls to Impulse speaking with at least 6 account managers. Told sales rep had been fired for bad sales practices, they would contact HIM to pay the cancellation fee that has incurred which is $459.87. Spoke with over 6 Account Managers between December 2023 March **************************** resolve. Told nothing they could do. On hold for long periods for both companies,cut off phone calls with no return calls. My wife called this month could not take the stress with companies. I stated to ADT that ************* was a sub of them, they responsible using their name. ALL we did was Change ******************** and has endured extreme Stress.

  

  Business Response

  Date: 04/23/2024

  Upon review of the customers account, ********************** spoke to customer and attempted to resolve the customers issue by offering a $350.00 account credit, but the customer rejected the offer. ********************** advised the customer that ********************** would reach out to our dealer support team for further assistance.