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, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  
• 

  ADT Security Services, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  ADT Security Services

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

  

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:04/10/2024

  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.

  I have been dealing with H323030373535333630**H Security for close to a year. Trying to get them to straighten my account out to no avail. They lied to me - gave me the runaround and never sent me the paperwork I asked for. I&#**;ve paid for the hardware but now they are asking for more than was originally agreed to. They also sent a bill to a collection company for more than the original contract. I&#**;m faxing you all the paperwork on this situation. I&#**;m a disabled veteran and need your help.

  

  Business Response

  Date: 04/18/2024

  After review of the account, it was determined that the automatic payment method expired. Upon him receiving this information he declined to update a new payment method which is a requirement of his contract for financed equipment. This ultimately caused the services to terminate for an overdue balance. ADT did attempt to send copies of invoices for balance owed and attempted to contact him via phone regarding the past due balance. We also advised he may access MYADT.com to get immediate access to view his balance. The customer owes ********************** $505.93 for past due monthly service and equipment loan charges, plus ******* for early termination of the service contract, which are initiated when the account is placed out of service, in this case, for non- payment. On 12/19/23 ADT additionally offered goodwill credit of $250.00 in an attempt to help the customer get back on track with his past due balance. ADT has also offered a settlement for the early termination fee in the amount of $*******, the customer has declined this offer. At this time ADT reserves the right to hold him to the charges outlined in his service contract.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21557707
  
  I am rejecting this response because:

  ----see attached consumer response--
  
  Sincerely,
  
  Tron ******

  

  Business Response

  Date: 05/09/2024

  Following a review of the account, it was determined that the automatic payment method had expired. He declined to update a new payment method required by his contract for financed equipment after receiving this information. This eventually resulted in the services being terminated due to an overdue balance. ADT attempted to send copies of invoices for past due balances and attempted to contact him by phone. We also suggested that he go to MYADT.com to get immediate access to his balance. Although the equipment is paid for, the early termination fee is calculated based on the remaining time on the contract rather than the price he paid for the equipment. The customer is obligated to pay ********************** $505.93 for past due monthly service and equipment loan charges, plus ******* for terminating the service contract early when the account is no longer in service, in this instance. On 12/19/23, ADT also provided a $250.00 goodwill credit to assist the customer in regaining control of his past due balance. ADT also offered a settlement for the early termination fee in the amount of $*******, but the customer declined this offer. ********************** has the right to hold him accountable for the charges outlined in his service contract at this time.

• Initial Complaint

  Date:04/10/2024

  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.

  I had my ADT system installed in March of 2023. They installed a security system, two doorbell cameras and a "smart" deadbolt. Immediately after installation we had issues with the deadbolt not locking properly. The deadbolt would either not lock when it sounded like it was, or it would not unlock when we put in the passcode. Additionally, a few months after installation one of the doorbell cameras broke and would not stay mounted. I had just had a baby so I did not have the ability to reach out to ADT until July. When I did, I got pushed around and on hold for almost an hour only to be hung up on. In August 2023, I called my credit card company and had them cancel my recurring charges from ADT. Then started 8 months of reaching out to ADT to get a technician to help us and ADT calling for money. Much of this is documented in my screen recordings of the calls. I am also including emails where I explain why I will not pay for services I am not receiving. In Feb 2024 I finally got someone who was going to troubleshoot with me. She made me pay $215 in late payments just to help me troubleshoot my system. I paid it and then got disconnected. Finally this on April 9 my husband spent an entire day on the phone and paid another $59 to have a tech come out. When he did he had to replace the entire motor of the deadbolt. It was bad equipment. Now ADT is asking for $218 in back payments which I will not make. I will not pay any more for services I was not receiving. I have explained this to numerous ADT and Safe Streets (the authorized dealer for ADT) representatives. ADT and Safe Streets bounces me back and forth and I have to explain myself to them. I have now spent an estimated 14 hours trying to resolve my equipment or my bill. Now that my system is working, I will start paying ADT my monthly $79 fee but I will not pay for the months it did not work. My door would not lock which is less safe than when I didn't have a security system.

  

  Business Response

  Date: 04/15/2024

  ADT scheduled a service call for 04/08/2024 and has repaired the door lock and camera.  The customer has confirmed that the door lock is working properly. We have applied a credit to the account in the amount of $146.60. We also waived the service fee in the amount of $59.

  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:04/10/2024

  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.

  II CALLED ADT SECURITY FOR A QUOTE, BUT AFTER SPEAKING TO THEM FOR HOURS AND HOURS, ALL THEY DID WAS EXTRACT INFO FROM ME AND NEVER GAVE ME A QUOTE.I REQUESTED THEY NEVER CONTACT ME BY PHONE OR MAIL BECAUSE I WILL NEVER DO BUSINESS WITH THEM. 3 DAYS LATER. THEY CALL ME ON MY PHONE, MY OLD MOTHER'S PHONE, MY HOME PHONE ALTHOUGH I SPECIFICALLY REQUESTED TO BE REMOVED FROM THEIR POTENTIAL CLIENT LIST AND THEY AGREED.I CANNOT EAT, SLEEP OR HAVE A LIFE BECAUSE THIS COMPANY IS HARASSING ME AND CALLING ME ALL THE **** .PLEASE HELP!!!!!!! MY MOTHER AND I ARE BOTH SENIOR CITIZENS AND WE NEED PEACE, BUT ADT SECURITY IS HARASSING US. PLEASE TELL THEM TO STOP!!!!

  

  Business Response

  Date: 04/20/2024

  Due to the alleged violation of law, this has been sent to our law department for further investigation.

• Initial Complaint

  Date:04/10/2024

  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 chose to install ADT at my home and was told by adt employee that if i refer another house to install the system, i would get $200 **** card. So i refered a family friend and the same employee that installed my adt system went and installed their system. The adt employee said that he submitted the referral to adt and that they will issue me a **** card after 3 months. Time passed and i didnt receive anything. I called adt 3 times and each time they just transfer my call from a person to the other. No one knew how to fix my issue and it got me frustrated. Thats why im sharing my experience with BBB because im confident BBB will help me as always. Thank you

  

  Business Response

  Date: 04/18/2024

  Upon review of the customers account, ********************** spoke to ******************* and offered her a $200.00 credit to the account to resolve the referral **** card issue, and she accepted the credit. ADT applied a $200.00 credit to the account. She was pleased.

  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:04/10/2024

  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.

  So this company when it sell you the service they treat you with love and respect but when its to inform you that you need a permit by the Police and the *************** they omit that. A city fine gets into my home I called the company to get informed why am I getting fine? And they tell me oh you need a permit! I tried to tell the guy who was talking to me to tell me how can the company help me because its $300 put me into a manager to help me out and she end up throwing the phone in my face. And if you cancel the contract with us is more than $300 is up to you. What kind of company and what kind of managers this company has and in top of that tells me that about the permit is in the contract.

  

  Business Response

  Date: 04/18/2024

  ADT has spoken with ************************ in regard to his false alarm fine. ADT has reviewed agreement with customer and permitting requirements listed within the document and provided a one-month credit to the account for the inconvenience ************************ experienced. 

• Initial Complaint

  Date:04/10/2024

  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.

  I realized that I scheduled two separate payments to them; Upon realizing this, I called to have one canceled. The customer service rep said he had canceled the payment. When I woke up on 03/29, I saw they still took the "canceled" payment. I called and the supervisor and she states no payment was canceled on their end, so she initiated a refund request. The email confirmation I received on 04/02 reads "Dear Valued Customer,This is to confirm that your refund in the amount of $***.** has been sent for processing.For credit card and ACH refunds, please allow up to 10 days for a refund to post.When I called on 04/10 I was told that despite what the corporate email says, refunds can take up to 25 business days for me to receive it. The supervisor told me it would be best for me to dispute it with my bank if I "need" the money faster than that. **************** is terrible and they are not empathetic! They will truly hire anyone and its sad to see.

  

  Business Response

  Date: 04/12/2024

  ADT has reached out to ****************** regarding the refund and was advised she did a stop payment with her bank and has received the funds.ADT does not owe her the funds. Due to the experience and the frustration, she endured, we have placed a 2-month credit on her ADT account.  

  Customer Answer

  Date: 04/15/2024

   
  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: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 signed a contract a year ago. For home security cameras to record. Since the day of install the *** has not worked. Mind you I did tell ADT the reason I needed the cameras. For protection for me and my family do to death threats. And that I needed them installed ASAP. And that was our only protection. Ive called them on a daily weekly and monthly basis. Begging for help for them to please get the system up and running. With absolutely no luck. *** had doors kicked in , windows busted out, flag pole cut down, truck sprayed painted, truck keyed a girl RAPED on my property tires cut, pool sabotaged and so much more. Ive cried to my sales representative begged my sales representative for HELP. Asking please this is the only hope and protection I have for my kids and myself. My former ******* was murdered in 2022. But the system hasnt worked properly from day one. ************************* or *******, branch manger kept canceling my ticket order or would send the techs out empty handed. The branch *********************** even laughed and told the techs f*** that customer. And all Im trying to do is ********************** my family from ***** way. But without the cameras and *** I have no protection or proof. And thats what I signed for was protection and proof. *** lost so much do to damages on the property and to my home. Its sickening. And all I wanted was to get the system up and running properly. *** called begged and cried for HELP from ADT. I have proof where *** contacted my sales representative for help and begged him for HELP from ADT. Still with no luck. They keep throwing up they want me to sign a New contract. I said NO because Ive already signed a contract that ADT has breached. They cut my other services for the home for the window and doors. Without my signed permission to cancel anything. My other account was paid up till June 2024. Knowing someone has been trying to break in my home. This is what their also doing to me. I feel Im only advertising their cameras on my home for ADT.

  

  Business Response

  Date: 04/23/2024

  ADT is currently working on a resolution with the local team. We will provide an updated response once we have more information.

  

  Business Response

  Date: 04/25/2024

  After looking further into the account, I see that ****************** has reinstated her account. They also transferred her to sales regarding the *** that was needed.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21555381
  
  I am rejecting this response because:

  I dont need sales. I signed a year ago for the complete system never got the NVR
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 06/19/2024

  Unfortunately, the account was canceled for nonpayment and the equipment that was installed wasnt paid for completely. The account has a balance of *******, until the payment of ******* is received by ADT no further equipment can be installed. This is ADT final stance on the customer concern. 

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21555381
  
  I am rejecting this response because: the equipment never worked since day one of install. Sales techs has also been to the home and can verify my equipment has never worked as well as ************************* has been in my home and has seen nothing works. The sales rep is also very aware of all the damages in my home just due to the install. Also I'm on 8 channel with a broken 4 channel NVR from day one of install. They brought a 10 channel NVR and they had to take it back because it was already used, in Janurary of 2024. They were supposed to return in February 2024 with a new NVR and still have not received anything at all. Step-by-step from day my sales rep has been very aware of everything including Manager *************************. I have texts as well of ADT canceling my orders and statements made from the manager saying "this b**** doesnt need those nvr's". I will gladly pull in this into court and *** for all damages on the property since having ADT. There are many police police reports of damage on my property due to non-working equipment. The police has even asked for video footage from my camera's to be pulled and I couldn't comply with the law due to ADT never fixing my equipment. I spoke with ADT a few months ago and they claimed to be working to fix the problem and never heard back.Also, sales rep *** told me with all is***s going on and nobody coming out to replace and or fix the equipment to stop making payments.They were cowards and instead cancelled out my home security for windows and doors.I did NOT reinstate my cameras due to the fact Im on a 4 way channel with 6 cameras and they do not work. Anybody in the right state of mind can tell you they wont work. I have *** my sales rep, all techs, *************************, ************** , detectives, and the news people that is well aware of this and have the pictures regarding to the **** that took place here and the 6 minor childrens lives that was at risk due to it. I am asking for my system to get up and running per the contract i signed or i will take this to common pleas court due to all the damages because i have no CCTV and everyone will be pulled into court.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/09/2024

  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 moving from ********** to ********** we called to inquire about a transfer of service. We were solely just asking how it works and the end result was the representative canceled our account without our knowledge and then suddenly ***** dollars was taken from our bank account. When we called to address they iltimately informed us the representative cancelled our account we asked them to go back and review the call and then admitted to a user error. They told us we would receive a refund of that but had to have an active account and told us to create an account at the new place and then they would mail a check after 3 business days. We followed their instructions but never received a check. Due to not receiving the check and our system yet to work properly and we did call to cancel the new service, it appeared they failed to cancel it this time when we were sent a bill. We called them and after the constant run around and numerous transfers they informed us that they actually made another mistake and canceled the wrong account. They then proceeded to transfer us again we are currently on our 6th transfer and this still has not been resolved.

  

  Business Response

  Date: 04/23/2024

  We are still working with **************** regarding her request to be refunded the equipment charge taken out in November last year. We will provide a final resolution when this has been resolved.

• Initial Complaint

  Date:04/09/2024

  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.

  Im writing with grave concern regarding the malfunctioning state of the security system installed by ADT at my residence. As a loyal customer, I have always relied on ********************** for the safety and security of my home and family. However, recent events have left me deeply disappointed and worried about the efficacy of your services.The primary issue at hand is the alarming frequency at which the security alarm goes off without any apparent cause or trigger. This not only poses a significant inconvenience but also presents a serious concern to the well-being of my 88-year-old father, a disabled Vietnam veteran, who is deeply distressed and agitated each time the alarm blares unexpectedly. The repercussions of these disturbances takes him a considerable amount of time, typically 30 to 45 minutes, to calm down and regain composure. As you can imagine, this is not only emotionally taxing but also potentially detrimental to his health. And when company is over it is completely terrible. Moreover, the alarm seems to be particularly prone to activation during the night, disrupting our sleep and causing unnecessary anxiety. This erratic behavior of the security system not only undermines its intended purpose of providing protection but also instills a sense of insecurity within our household.Furthermore, the lack of punctuality and professionalism exhibited by your service personnel is deeply concerning. This disregard for our time and convenience is unacceptable, especially considering the urgency of resolving the issues with our security system.In light of these persistent issues and the substantial impact they have on the safety and well-being of my family, I respectfully request to be released from the contractual obligations without incurring any additional charges for the system hardware. It is evident that the current state of the security system does not meet the standards of reliability and effectiveness that we have come to expect from ADT.

  

  Business Response

  Date: 04/23/2024

  ADT offered to send a service tech + 3-month monitoring credit as goodwill.  Advised if account is closed, remaining loan balance would be due in full.  ADT has not received a response yet from the customer. 

  

  Business Response

  Date: 04/24/2024

  ADT offered to send a service tech + 3-month monitoring credit as goodwill.  ADT advised the customer that if account is closed,the remaining loan balance would be due in full.

• Initial Complaint

  Date:04/09/2024

  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 installed a fire alarm at 20 ft part of my ceiling (whole house is 8 ft ceilings) there were many other areas they could install the fire alarm. I climbed up the 20 ft to change the batteries, the system itself is now malfunctioning, ADT will not send a tech without charging a $60 service charge. They have multiple times told me that I need to get a man to s**** it in, as I am a woman and they believe that I do not have the strength to s**** in the alarm. I have explained my husband is deployed, I have screwed it in properly, and if their system is so faulty that a "woman" can't s**** it in, I should not be charged. I pay a monthly monitoring fee and an install fee. The call center worker told me being without a fire alarm is not critical in their mind. I paid this company to help me with security, ADT admitted they should not have installed the fire alarm at the highest point in my house, but will not correct their actions.

  

  Business Response

  Date: 04/18/2024

  Upon review of the account, *************** stated that one of the smoke detectors was 20ft high and not working properly. ADT contacted the customer and apologized for the experience and offered to send a technician out at no cost to check the smoke detector, but also to relocate it to a more easily accessible place in the home. An ADT technician was dispatched on 4/17/24 and noted that they replaced the device and relocated it. ADT followed up with *************** after the appointment to confirm all went well and she was satisfied. We tried calling the number provided, but the mailbox was full, and we were unable to leave a message. We have also emailed the customer multiple times to follow up on the appointment with no response from her to date.