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

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  ADT Security Services

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

  
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  ADT Security Services

  4725 Enterprise Way Modesto, CA 95356-8967

  

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:04/11/2024

  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.

  This company is a complete scam. The equipment hasnt worked in over a year. Trying to get a service rep to fix the equipment took over 4 months and they still never called back or showed up. I called wanting to cancel and they said okay. Instead they put my on a promo so I thought we were done and now months later they started automatically charging my account again.

  

  Business Response

  Date: 04/18/2024

  Upon review of the account, the account has been closed. The current balance is $39.39, which ADT has waived. Weve also credited the last **** payment of $57.13 from ******************** account and refunded that back to him as well via the card. H*** receive in 3-5 business days. ADT has attempted the customer multiple times by email and left several voicemails. Weve not to date gotten a response from ******************. 

• 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.

  Ongoing issues with my security system since installation. We do not arm the system due to multiple false alarms . The fire detectors are too sensitive and faulty. The wired connections have been replaced by cheap wireless system. I had filed a similar complaint in the past and ADT claimed it has been resolved. ADT did a nominal few months off as an appeasement. I do not want the money, I want my system to be as robust as it was before ADT took over and replaced my old commercial grade system with the current system. Today all day the alarms have been going off and the fire department has already come once.The system is much inferior to the one I already had. I need someone at a supervisor level to connect with me and resolve this.

  

  Business Response

  Date: 04/19/2024

  ADT was able to make contact with ************ on 4/18/24 and a service visit with an ADT technician to resolve the issues with his alarm is scheduled for 4/30/24. 

• 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.

  ******** promised items that were never delivered. To add insult to injury the company is charging on top of the $220 they already charged me an additional $1200 for a system that does not work.

  

  Business Response

  Date: 04/17/2024

  We were able to speak with ******************** regarding his concern. After review of Mr. ********* complaint we agreed to cancel his ADT service without any penalty fees and have submitted a refund in the form of a check for $548.83. It is being sent to ****************************************************************************************************. And will be delivered there within five to seven business days.
  
  ******************** had the equipment removed today, 4/17/2024 and ******************** has been emailed a confirmation regarding the refund.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21561857
  
  I am rejecting this response because:

   

  Although everything at face value appears to be as one would expect please remember that ADT has lied repeatedly throughout this transaction.

  I will not be satisfied until I: (a) not only receive the full refund but (b) it has cleared my bank without further recourse from ADT. 

  ADT can still claim monies were sent but never were or put a stop payment on the monies. Thus the claim would still be in full effect.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/19/2024

  I told you that ADT was not going to let this go. Here is the bill that I received today. Even though they refund me $500+ they want me to pay $1000+ so I would never receive that $500. I want this to remain open until everything has been resolved which it has not. 

  

  Business Response

  Date: 04/22/2024

  We have advised ******************** already to ignore the billing invoices since the account was cancelled under our six-month money back guarantee and a full refund of $548.83 will be sent as a check to the address of ********************************************************************
  
  The cancellation fee has already been waived as well. No further charges are owed to ADT from *******************.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21561857
  
  I am rejecting this response because:

  I wanted a copy of the check to confirm one was being sent and they declined. This indicates to me that either one will most likely be lost in the mail or never truly sent. Therefore I would never actually receive a full refund.  Lets wait until receipt of check and it is fully processed through the banking system.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/30/2024

  ADT keeps harassing me about paying them money. This is resulting in my credit bureau score going down for an unpaid bill. ADT refuses to close this issue. I keep telling the Better Business Bureau and yet you keep ignoring me. ADT will not let this go. Do I need to file a legal action against both you and ADT?

  

  Business Response

  Date: 05/01/2024

  We communicated with ******************** yesterday, 4/30/2024 regarding his rebuttal. We have removed the balance of $327.89 for the alarm equipment that was removed. We also emailed him a confirmation that the ADT account is at a zero balance.

  Customer Answer

  Date: 05/01/2024

  I want to inform the Better Business Bureau that I had to call the 800 number that was on the message about paying my bill. The woman named ***** in the billing office told me that my account would be cleared on May 11. That means I would continually get reminder notices to pay my past due bill. I explained to her that since my account was closed, could they please remove my name, email address and phone number so that I do not get these annoying messages. Hopefully, she will do that. If not, I will be contacting you once again as I have been doing from the beginning. This is not how a business should act. This is not how a business should treat a customer.

• Initial Complaint

  Date:04/11/2024

  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.

  with adt service i have had nothing but issues - i have been contacted after normal business hours to "panic alarms" and i drive 30 miles round trip to check out the premises and doors etc.This service was supposed to offer PEACE OF MIND , but i have had everything BUT! After the first incident they told me a panic button i have needed batteries, i replaced them.now one of the (2) buttons i have is having issues and triggering the alarm....I have asked for someone to come fix it i cant get work done sitting on the phone with ADT troubleshooting, they denied if i wanted a tech id have to pay WTH? I called in to cancel after the guy on the phone ws SO RUDE! then they advise me its going to be $1500+ for canceling bc the CONTRACT is 3 years? Why would i sign a contract if my lease was only for a year!? n I hung up the phone with defeated and frustrated feelings this company is taking FULL advantage of hard working americans ON LOW INCOMES! I am trying to make it as a small business and theyre taking all ive got! Called back today to try to resolve it since i was cool headed - somehow got the same woman ******- she said yes i cancelled your act and you owe a SUBSTANTIAL amount OMG why would u do that - i didnt ask you to cancel AFTER you told me the *** FOR CANCELING!BIGGEST CROOKS IN THE ***!!!!!!!I WANT MY ACCOUNT CLOSED - CHERON CAN PAY FOR THE CANCELLATION ***S SINCE SHE CHOSE TO CLOSE IT WITHOUT CONSENT AND SIGNATURE!!!!!!SHUT THIS PLACE DOWN! WOW!!!!!!!!

  

  Business Response

  Date: 04/18/2024

  We reviewed the account and confirmed that ***************** had the system installed on 5/6/2023.
  
  On 4/4/2024 ****************** called in about zone 6 panic button faulting.
  
  The customer service agent assisted ****************** and did some troubleshooting to reset the system and zone 6 restored.
  
  On 4/6/2024 ****************** called in about the panic button faulting said he changed the battery for the device, and it still shows a fault.
  
  The customer service agent assisted ****************** and let him know the panic button is showing a tamper signal.
  
  The customer service agent did some troubleshooting to reset the panic button.
  
  The panic button did not reset.
  
  The customer service agent offered to schedule a virtual appointment.
  
  ****************** requested a service appointment.
  
  The customer service agent advised Mr. *** that a technician wont be available for the weekend.
  
  ****************** said he will call back.
  
  On 4/8/2024 ***************** called in to cancel the account due to the system troubles.
  
  The customer service agent assisted ***************** and let her know that the contract ends 5/5/2026 and there will be a balance of contract fee.
  
  The customer service agent offered to schedule a virtual service appointment. ***************** declined the virtual appointment.
  
  On 4/11/2024 ***************** called in said the lease will be up at the location wanted to cancel the service.
  
  The customer service agent assisted ***************** and let her know the account was pending cancellation there would be a cancellation fee.
  
  The customer service agent advised ***************** that the service could be transferred to her home.
  
  ***************** mentioned she would not have signed a 36-month contract requested for the contract to be sent to her.
  
  The customer service agent sent the contract to ***************** email asked ***************** if she wanted to reinstate the account.
  
  ***************** wanted to reinstate the account.
  
  The customer service agent submitted the reinstatement and adjusted the rate to $19.99 for 3 months.
  
  We reached out to ***************** to further assist she mentioned the system was faulting and she would not have signed a 36-month contract when the building only had a 1-year lease.
  
  We assisted ***************** and offered to schedule a service appointment.
  
  ***************** declined the service appointment wanted the account cancelled.
  
  We submitted the cancel request.
  
  The account will be cancelled on 5/16/2024.
  
  ***************** wanted to go forth with a fraud packet said she did not sign the contract.
  
  We submitted a request for a fraud packet to be sent out.
  
  The packet was not sent out due to the account being a small business account cannot open a fraud claim.
  
  We informed ***************** no fraud packet could be sent out.
  
  The balance of contract of fee was $1112.48.
  
  As a good will gesture we placed a credit of $500 on the account.
  
  We advised ***************** that the remaining balance on the account is $620.26. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21561040
  
  I am rejecting this response because: They offered to send a technician at OUR cost, they wanted to do a VIRTUAL technician visit....sure... I run a BUSINESS I don't have THE **** to go back and forth with them when I'm here to WORK. 

   

  They didnt offer to comp the cost of the technician to come out. 

  i pay a monthly service fee, for what? 

  These are the most RUDE, HATEFUL, LYING, Thieving people I've ever met. 

   

  Everyone I've spoken to hates their job, they're all nasty and have attitudes.

   

  No I'm not happy with your $500 credit to the account. You tell me I can't claim fraud bc I'm a small business?. Sounds to me like you took advantage of a small business and the electronic signature ISNT MY SIGNATURE.... must be a common practice, since I can't file for fraud.

   

  They can either 

  A.) Remove my services immediately and close the account at a $0.00 balance 

   

  B.) Be hearing from my attorney.

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

  

  Business Response

  Date: 04/25/2024

  In review of the account ***************** was offered a virtual appointment on 4/8/2024 and the virtual appointment was declined.
  
  No service appointments were set for the account to resolve the system troubles.
  
  The account is pending cancellation and will be cancelled on 5/16/2024.
  
  As a good will gesture a $500 credit has been placed on the account to go towards the balance of contract fee.
  
  The remaining balance for the contract fee is $620.26.
  
  We reached out to ***************** to further assist and let her know if she decides to relocate the service the balance of contract fee can be waived. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21561040
  
  I am rejecting this response because: the company says that i signed a document that i did not sign - they are claiming that i still owe them 660+

  The rep handling this case has no customer service skills and is very incompetent when speaking this matter - i am a SMALL BUSINESS  ! 

  I had a lease for ONE YEAR i wouldnt have signed a contract - simple as that - especially for 3 years knowing i was only here for ONE!!!!!!

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

  

  Business Response

  Date: 04/29/2024

  In review of the account ***************** was offered a virtual appointment on 4/8/2024 and the virtual appointment was declined.
  
  No service appointments were set for the account to resolve the system troubles.
  
  The account is pending cancellation and will be cancelled on 5/16/2024.
  
  As a good will gesture a $500 credit has been placed on the account to go towards the balance of contract fee.
  
  The remaining balance for the contract fee is $620.26.
  
  We reached out to ***************** to further assist and let her know if she decides to relocate the service the balance of contract fee can be waived. 

• 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.

  This complaint was entered by the BBB staff on behalf of the consumer:I cancelled ADT recently after being with them for over 20 years. The system kept beeping and I no longer want ADT. I had someone come and disconnect it and called to cancel and they still keep trying to take money out of my account. This account is cancelled and I want ADT to stop contacting me and stop trying to take money out of my account.

  

  Business Response

  Date: 04/11/2024

  ADT contacted ************************* on 4/11/24. ADT advised that the outstanding balance of $64.88 had been waived. ******************** accepted the resolution. 

• 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.

  My ADT Security system stopped working four months ago. I have requested repair 5 separate times to be told I would receive a call to set up service. This have never happened. I receive calls at least twice a week expecting monthly payment for a service I am not receiving. When I explain my situation I am assured of a call back that I never receive. I am asking to have the 5 months service that I have not received cleared and to have my service repaired so that I may continue payment and protect my family.

  

  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 there was record that the customer contacted ********************** on 03/06/2024 informing the system has not been working for two months and has been trying to contact ADT.We explained there was no prior record of contact before that date. After further review, we offered to schedule a free service call for 4/22/2024 from 8am-12pm, which the customer accepted. The technician documented the motion detector and doorbell was replaced to address the system issues. We attempted to contact the customer and follow up after the visit, but only able to leave voicemails. As a goodwill courtesy, we waived the past due balance of $275.04 and we also issued an additional credit of $59.00 to cover the cost of the service call fee. The credit has taken care of the monthly monitoring fee covering 04/23/2024 through 05/22/2024. Closing case due to no contact made on follow up after service visit. 

• Initial Complaint

  Date:04/11/2024

  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 have 2 contracts with ADT. One for mthly service and one for the installation of the equipment. Both contracts were signed Feb 2022. The mthly service contract is $49.99 per plus tax. The installation contract is $18.14 per mth. Feb 2024 I lost my mother and had quite a few things going on. The installation contract was set up for auto pay on the 23rd of the mth. The mthly service contract was NOT set up for auto pay, due on the 24th of the mth. I manually made the Feb pymt for the mthly service on 2/23. On Mar 2, I realized that the Feb mthly installation amount had not been deducted from my account. I reached out to ADT to inquire. **************** rep ****** said the amount due had changed from $18.14 to the remainder of the contract amount - $217.66. I asked for an explanation and was never given an answer. ****** asked if I would like to return to the $18.14 mthly pymt, I said yes. She put me on hold as she reviewed my account. She came back to let me know that I was back to the $18.14 per mth and the Feb pymt would be deducted with the Mar pymt. I asked her to allow me to manually make the pymt for Feb to which she did. I was under the assumption, based on what ****** had informed me, that all would return to normal in Mar. Again, with the passing of my mother, I still had many things going on but on Apr 8, I realized that the installation billing for Mar had not been deducted but again changed from $18.14 to $199.52 AND my service contract amount had changed from $54.11 to $58.87 in Aug 2023 (my mother was in the hospital from 03/2023 until her death in 02/2024 so I was oblivious to the increase). I contacted ADT again. I spoke with **** (she was extremely nice). She explained that the remainder was billed because it was less than $200. Spoke with ******************** that said nothing could be done and I need to pay the $199.52 and the $58.87. My contract states that I pay mthly and I must be notified in writing of increases.

  

  Business Response

  Date: 04/17/2024

  Upon review of the account, the customers monitoring rate has been increasing. Over a year ago Ms. ****** was paying $49.99 + $4.12 Tax =$54.11. ADT agreed to return her rate to $49.99, this rate will be good for one year. ADT doesnt control if/when rates may increase, and its stipulated in our contract that after the first year the rate can go up. The customer is always free to dispute the rate increase. Regarding the customers remaining Flexible payments, our system did incorrectly send the remaining balance for the final 12 payments to the customers account on 2/23/24. After receiving payments in March and April the balance for the equipment was below $200.00 which ADT cant reinstate. This is not the customers doing at all, and to show goodwill to the customer, ********************** agreed to remove the final $199.52 for the equipment. ADT also credited the past year of rate increase to the customer totaling $61.87. in total ********************** credited Ms. ******s account for $235.49. With this credit the customer is also paid through 5/22/24.
  
  ADT contacted Ms. Demetria ****** via phone and spoke with her about this concern and offered our resolution. She accepted. 

  Customer Answer

  Date: 04/17/2024

   
  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,
  
  ******** Forest

  Customer Answer

  Date: 05/22/2024

  I previously filed a complaint regarding a change to an existing contract. The complaint detailed that my monthly monitoring had been changed without proper notification. I also complained that my contract for the monitoring equipment states that I was to pay monthly but once the balance was below $200, I was told that I would have to pay the full balance. I thought this was resolved by **** with ADT. I was told that the balance for the monitoring equipment would be fully credited - therefore, no additional amount to be due. I was also told that I would be credited for the additional monthly amount that had been billed from August 2023 to present and then returned to my contracted amount of $49.99 a month plus tax. Because I had made payments, those would be added to the credit and I would not need to make a payment until June. I am currently being harassed by ADT collections. They call my phone, they send text messages, they email me, and they have reported on my credit that I am past due. I have told several of their employees this entire story hoping this would be resolved. I even received apology text messages; however- this has NOT prevented the calls, emails, text messages

  Billing adjustment; Correction to a credit report; No further contact by the business

  

  Business Response

  Date: 05/29/2024

  Back on April 23rd there was a customer billing error that occurred at **********************. We apologize for the inconvenience the message may have caused. ADT can confirm that the customer is NOT with a collection agency.Her monthly bill is $49.99 + $4.12 tax. The only amount the customer currently owes is $54.11 for ******************** from 5/23/24 to 6/22/24. 

  Customer Answer

  Date: 06/06/2024

  I continue to receive multiple threatening collection calls on a daily basis from ADT.  When I ask to speak to a supervisor, I am denied that opportunity.  My account shows to be up to date with a payment due on 06/24/2024.

  I am requesting to be allowed to end service with ADT IMMEDIATELY!!! 

  To be harassed because of an error made by ADT is completely unacceptable.  

  Customer Answer

  Date: 06/06/2024

  I continue to receive multiple threatening collection calls on a daily basis from ADT.  When I ask to speak to a supervisor, I am denied that opportunity.  My account shows to be up to date with a payment due on 06/24/2024.

  I am requesting to be allowed to end service with ADT IMMEDIATELY!!! 

  To be harassed because of an error made by ADT is completely unacceptable.  

  Customer Answer

  Date: 06/06/2024

  I continue to receive multiple threatening collection calls on a daily basis from ADT.  When I ask to speak to a supervisor, I am denied that opportunity.  My account shows to be up to date with a payment due on 06/24/2024.

  I am requesting to be allowed to end service with ADT IMMEDIATELY!!! 

  To be harassed because of an error made by ADT is completely unacceptable.  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21560146
  

  I continue to receive multiple threatening collection calls on a daily basis from ADT.  When I ask to speak to a supervisor, I am denied that opportunity.  My account shows to be up to date with a payment due on 06/24/2024.

  I am requesting to be allowed to end service with ADT IMMEDIATELY!!! 

  To be harassed because of an error made by ADT is completely unacceptable. 
  

  
  Sincerely,
  
  ******** Forest

  

  Business Response

  Date: 06/13/2024

  ADT reviewed the customers account again We still find and confirm that the customer is up to date on billing. We reached out to the customer via email to try and figure out what phone number is calling her about past due amounts. Our hope is to discover if its a legitimate ADT number or possibly a scammer.
  
  If we determine the call is from ADT legitimately, we will make corrections. If the customer still requests to cancel ********************** will agree to do so and release the customer who is still in contract until 2/13/25 and release them without penalty. 

• Initial Complaint

  Date:04/10/2024

  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.

  Hello,I am writing to complain and make everyone aware of the fraudulent system ADT Business Account is. We have been loyal customers for over 10 years! Not only with several businesses but with our home security too. We have not had working equipment at our business since 2021 and they continued to charge us. I FINALLY got an employee on phone to remove our card from account because we could not remove on their website. We have called repeatedly to cancel and our account NEVER gets cancelled. And now that we removed our account several months later they started charging us and have now put us in collections for $304.59 for a service and contract we do not have and have tried repeatedly to cancel. They owe us $1048.43 for charges on a system that was not working and not allowing us to CANCEL.I have attached a DETAILED outline of the nightmare that ADT has put us through. including all call log and ALL the service calls when that they came out to the unit and nothing was done, all the while being charged and NOT being able to CANCEL because of a runaround system that does NOT resolve issues just blaming and transferring from ********** to ********* to Account ************ to ************ and loops around again meanwhile NO ONE having the authority or ability to help address issue and or CANCEL ACCOUNT. I had to call several times to just get customer care and escalation emails. And they had the audacity to lie and say that we never called and that all the times they came out on service call that we didn't let them in. We are a business that is open from 12PM to 4 AM. As I am reviewing online I have noticed a trend that this is a frequent occurancy with ADT to steal and charge people erroneously. This company is fraudulent and stealing from consumers. PLEASE HELP!!!Thank you *********************

  

  Business Response

  Date: 04/17/2024

  We reviewed the account and confirmed that ******************* had the system installed on 9/8/2013.
  
  On 12/16/2022 ******************* called in said the equipment had not been working.
  
  The customer service agent assisted ******************* and scheduled a service appointment for 12/21/2022.
  
  On 12/21/2022 a technician went out left notes that some of the wires were cut and the system needed to be upgraded.
  
  On 3/10/2023 ******************* called in requesting for the equipment to be repaired said she was told the system needed to be upgraded.
  
  The customer service agent assisted ******************* and offered to upgrade the system and place a $150 downtime credit on the account.
  
  The customer service agent placed the $150 credit on the account and advised ******************* she will get a follow up call concerning the system upgrade.
  
  On 3/16/2023 The customer service agent called ******************* to follow up and did not get a response.
  
  The account cancelled on 2/5/2024 due to nonpayment.
  
  On 4/9/2024 ******************* called in said the account was supposed to been cancelled wanted to know why there was a balance due on the account.
  
  The customer service agent assisted ******************* and let her know there was no cancellation request on the account.
  
  We reached out to ******************* to further assist and did not get a response.
  
  As a goodwill gesture a credit of $304.59 was placed on the account to cover the balance due on the account.
  
  We will assist ******************* as needed when we get a response. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21559778
  
  I am rejecting this response because:

  They have failed to point out that from February 12, 2021 to when they FINALLY came out they were charging us for what service?

  When I called on March 9, 2023 it was to confirm the previous cancelation. NOT FOR SERVICE.   That is why ****** gave the $150 credit because ADT WAS STILL CHARGING OUR CARD FOR NO SERVICE, and you we could not remove credit card on their website.  She said she was going to remove.  

  Why would I agree to another contract if you have been charging me for over 650 DAYS.  FOR NO SERVICE. EVERY time I call to cancel I get a run around and NO ONE CANCELS THE ACCOUNT.  I called again on 3/10 and got run around and called again March 13, 2023 and finally spoke with ***** and HE REALLY did remove our card from the account. He said he was going to re submit cancelation.

  AND THEN YOU START CHARGING AGAIN IN 2024?!! 1038 DAYS WITHOUT SERVICE AND YOU HAVE THE AUDACITY TO GIVE A $304 CREDIT FOR FRAUDULENT CHARGES OF 2024 AND STILL OWING $1048.43 OF SERVICE AND CONTRACT WE DID NOT HAVE.  

  PLEASE EXPLAIN?

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

  

  Business Response

  Date: 04/25/2024

  In review of the account a technician went out on 10/14/2021 for a radio replacement left notes that the alarm box could not be open due to an air conditioner being in front of the box.
  
  The technician offered to change out the panel for $99.
  
  The offer was not accepted.
  
  There were several attempts to try to replace the radio for the system and per the notes from the service tickets the site was not ready.
  
  The account cancelled due to non-pay on 2/3/2024.
  
  We placed a credit of $304.59 on the account to cover the past due balance.
  
  As a goodwill gesture we are willing to place a 1-year credit of $545.52 on the account for ******************* to be refunded.
  
  We reached out to ******************* to further assist and did not get a response.
  
  We will assist ******************* as needed once we get a response.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21559778
  
  I am rejecting this response because:

  Technician did not offer a $99, it was a TOTAL expense of over $1000.00 and signing another contract. That is why we did not accept the offer that was given. We thought that before we can sign ANY kind of extension the company should fix the current issue.

   

  The account was CLOSED by phone on 3/9/2023 with ******, NOT canceled.  ADT should NOT have been charging AT ALL for not providing ANY service. 

  Thank you for removing the fraudulent charges of $304.59.

   

  There is still a $502.91 credit that was not included in your  $545.52 credit.  Because of EVERYTHING we have been through with ADT and the relentless frustrating hours we have dedicated to communicating with them we will be asking for the full amount of $1048.43.  There is a HUGE PROBLEM with the way ADT handles issues and closing accounts.  The orchestrated run around with no accountability or communication that the company has with "DEPARTMENTS"  is not okay. 

  I clearly communicated to ADT to address us through email.  As of this date, I have not received anything form them.  As stated before, I don't not wish to speak to ADT over the phone as conversations with them have no merit. 

   

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

  

  Business Response

  Date: 05/07/2024

  In review of Mrs. ******** account, we confirmed there was no communication signals coming from the system from 2/1/2021 -2/2/2024 due to the cellular radio needing to be replaced.
  
  On 10/14/2021 a technician was scheduled to replace the radio and left notes that an air conditioner was in front of the box and offered to change out the panel.
  
  The offer was declined.
  
  On 12/20/2021 a technician was scheduled to replace the radio left notes that the site was not ready.
  
  On 12/28/2021 a technician was scheduled to replace the radio left notes that the alarm box was blocked by the air conditioner unit offered to change out the panel for $99.
  
  The offer was declined.
  
  On 3/10/2023 ******************* called in about the system not working and she has been making payments towards the account.
  
  The customer service agent assisted ******************* and advised there was an offer to upgrade the system and the offer was rejected.
  
  The customer service agent offered to upgrade the system at no cost and place a $150 credit on the account.
  
  The installation appointment was set for 3/13/2023.
  
  On 3/13/2023 no work was done the appointment was cancelled.
  
  Based off the review of the account ********************** has tried to correct the communication trouble with the system and was not successful.
  
  We placed a credit of $304.59 on the account to cover the past due balance on the account due to the account closing for nonpayment. 
  
  As a goodwill gesture we are willing to apply a 1-year credit on the account due to the system not communicating.
  
  We reached out to ******************* to further assist and did not get a response.
  
  We will assist ******************* as needed once we get a response

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21559778
  
  I am rejecting this response because:

  CREDIT OF $489.29 IS STILL DUE.

  As we stated before thank you for correcting/deducting the current fraudulent charges of $304.59. and the 1 year fees of $545.52 for NO SERVICE.

  As ADT has CLEARLY STATED, we had NO SERVICE. How can ADT justify charging for something they did not provide.  We have provided ALL the detailed information  needed for ADT to correct the fraudulent charges for having no service provided. We provided the endless call log of attempts to correct and cancel account and still today continue to get a run around.  

  We are asking for the final $489.29 of fraudulent charges to FINALLY CLOSE THIS NIGHTMARE OF ACCOUNT.

  As we have stated in EVERY response.  We WILL NOT BE ANSWERING PHONE FROM ADT, AS ANY TELEPHONE CONVERSATION WITH ADT HAS NO MERIT OR VALUE. 

  PLEASE PROVIDE THE FINAL CREDIT OF $489.29 SO WE CAN CLOSE THIS AND MOVE ON.

  TO RECAP:

  ISSUED  -       $304.59  CREDIT ON CURRENT ACCOUNT FRAUDULENT CHARGES

  APPROVED -  $545.52 1 YEAR CREDIT FOR NO SERVICE PROVIDED

  FINAL CREDIT TO BE PROVIDED  $489.29  

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

  

  Business Response

  Date: 05/15/2024

  Based off the review of Mrs. ******** account the system was not communicating from February 1,2021 February 2,2024.
  
  ADT has tried to correct the communication trouble with the system and was not successful. 
  
  As a goodwill gesture we placed a credit of $1034.50 on the account to cover the months of billing ******************* paid towards the account.
  
  We reached out to ******************* to further assist and let her know she will be refunded $1034.50.
  
  The refund was processed on 5/14/2024.
  
  We advised ******************* that she will receive a refund check in the mail. 

  Customer Answer

  Date: 05/17/2024

   
  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:04/10/2024

  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.

  we cancelled out account over 1.5 years ago via phone- we did remodel and ADT came to reinstall security and could not because the install would void warranty. so we cancelled. but they actually never cancelled. they continued to charge our Credit card until for *************************************************** collection status. I called to follow up. they told me no one cancelled and they went back and looked at the account and said I would get $700 back.. since then two months passed. they didn't cancel and still sending me bills. they keep giving me standard answer that it would take 30 days and they are sending cancellation again today....

  

  Business Response

  Date: 04/23/2024

  We contacted the customer, and she advised the account was supposed to be cancelled back in 2022.  We waived the balance on the account in the amount of $261.08. We are still working with the customer regarding a resolution.

  

  Business Response

  Date: 04/30/2024

  We reviewed the account and the customer cancel the upgrade job in Sept 2022. The customer advised that was during the time she cancelled the account. We agreed to back date the cancellation and submited a refund in the amount of $738.24.

  Customer Answer

  Date: 05/01/2024

   
  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.
  

  please send a check because the credit card on file was expired- also send me a letter that the account is closed and I have zero balance.

   

  
  Sincerely,
  
  ***** Pourjamsb

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21558489
  
  

  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.
  

  please send a check because the credit card on file was expired- also send me a letter that the account is closed and I have zero balance.

   

  
  Sincerely,
  
  ***** Pourjamsb

  
  
  

  

  Business Response

  Date: 05/02/2024

  The customer is receiving the refund by check. A confirmation zero-dollar balance letter was emailed to ***************

  Customer Answer

  Date: 05/03/2024

   
  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,
  
  ***** Pourjamsb

• Initial Complaint

  Date:04/10/2024

  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.

  In November of 2023 a ADT salesman sold me a security system. He told me all my equipment would be installed for free. When the technician came out to install my equipment, I was told that the 3 flood light cameras would cost around 400 dollars to install. I then called ADT on several accounts and told them that the salesman lied and I didnt want their service and to come get there equipment. They have yet to cancel my service and told me if its cancelled I would owe around 4000 dollars for cancellation. They still charge me every month for service in which I refuse to pay, and that balance is now around 1900 dollars. Now when I call ADT to still express to them I dont want their service they refuse to cancel. As of now none of these amounts have gone into my credit report, but trying to act before it does.

  

  Business Response

  Date: 04/22/2024

  ADT has processed the cancel request from the customer.  ****************** has been advised of the early contract termination charges and that the remaining equipment loan balance is due.  The customer does not qualify to cancel without penalty.  The customer did not report any concerns until 1/8/24 well beyond the 3-day cancellation period.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21558012
  
  ADT has finally ended my service but now they have sent ******* to a collection agency. They didnt want to cancel my service in the beginning of my contract but now BBB has got involved they did end my service and now charging me a cancellation fee when I wasnt satisfied with the contract from the beginning   Billing Adjustment
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/05/2024

  ADTs position has not changed.  The customer does not qualify to cancel without penalty.  ADT advised the customer of all valid charges, prior to submitting his cancel request.  The customer requested that the account be cancelled, and that has been done.