Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,901 total complaints in the last 3 years.
- 3,666 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello. On 08-30-24, I signed up for the ****** Nest Home Security Camera System Program through ADT. I signed a contract wherein ADT Agreed to provide me Residential Services to monitor my home premises through their ****** Nest Security Cameras. The ADT Residential Services Contract Number is: 5409UE02. The total Installation Cost was $1088.62. I paid $150.00 down towards the installation of the security system with total monthly service charge of $69.99 for a period of 36 Months. I spoke to two different ADT Account Mangers on ********. One Account Manager stated that they are unable to cancel the contract because I would owe $1521.73 in charges and the other Account Manager said that I would owe ******* in charges. The total installment amount on 08-31-23 totaled to $2,523.00 (with the camera equipment). After the system was installed, problems began occurring as the ****** Nest Wifi would not stay connected to the ****** est Cameras. The Wifi constantly loses connection wherein I have had to call multiple times to ADT and/or to an electrician to come out to reconnect the cameras to the ****** Nest Wifi. Last week (on 04-01-24) when the ****** Nest Wifi disconnected, I called ADT and requested cancellation as the ****** Nest Unit repetitively continues to disconnect and now no longer works at all. I requested cancellation to ADT on the grounds of faulty equipment. ADT gave me the run around on the phone and finally stated that they have to send a technician to my home again to prove that the equipment is faulty and stated that the only option I have is to accept a replacement of the ****** Nest Wifi Unit. I was fed up and told them I did not want a replacement and that I wanted full cancellation as the equipment is faulty. They refused. Given this, I am contacting you because of ADTs refusal to ***** my request to cancel the ADT Contract and given that they have completely ignored the fact that their ****** Nest Equipment sold to me is faulty. Therefore, I request assistance to cancel the ADT Contract because the ****** Nest Wifi Service does not connect to the ****** Nest Security Cameras installed in my home. I have tried cancelling the contract with ADT and ADT is rejecting my request for cancellation because the contract is past 6 months old. The equipment purchased is not working and the WiFi ****** Nest Unit is faulty and will not stay connected. I do not want a replacement as I no longer trust ADT with my home security needs as they sold me faulty equipment and have failed to provide the security services promised. I have informed ADT of the failed ****** Nest Wifi Issue multiple times and have had to contract with electricians to resolve the issue to no avail as the WiFi ****** Nest Equipment will not stay connected to the security cameras in my home. It is a nuisance and I urgently informed ADT multiple times of this issue; and they still refuse to honor my cancellation request. Please help me as I request full cancellation of the ADT Security Contract.
Business Response
Date: 04/15/2024
We reviewed the account and confirmed that ************* had the system installed on 8/31/2023.
On 9/5/2023 ************* called in requesting for the cameras to be installed said 2 cameras were not installed.
The customer service agent assisted ************* and set a service appointment for 9/7/2023.
On 9/7/2023 the technichan went out left notes that an electrician was scheduled for the floodlight cameras to be installed.
On 4/1/2024 ************* called in said she purchased the cameras 6 months ago and the cameras keep disconnecting from the Wi-Fi requested for the account to be cancelled.
The customer service agent assisted ************* and scheduled a service appointment for 4/8/2024.
************* mentioned she wanted to cancel under the 6-month money back guaranteed requested to speak to a manager.
The customer service agent submitted a request for a manager to give ************* a call.
On 4/1/2024 a manager called *************.
************* requested for the account to be cancelled mentioned the equipment was faulty requested for the account to be cancelled under the 6-month money back guaranteed.
The manager assisted ************* and let her know a service appointment is set for 4/8/2024 for a technichan to service the system.
The manager advised ************* that it was past the 6 months for the account to be cancelled under the 6-month money back guaranteed.
On 4/8/2024 the technichan went out left notes that the ****** router will not program and customer requested refund due to faulty router.
On 4/8/2024 ************* called in said she was told by technichan that the equipment was faulty requested for the account to be cancelled.
The customer service agent assisted ************* and let her know its a contract on file and there will be a cancellation fee.
The customer service agent offered to schedule an appointment for the router to be changed and adjust the rate.
************* declined wanted the account cancelled.
The customer service agent assisted ************* and processed the cancel request.
************* requested to speak to a manager.
The customer service agent submitted a request for a manager to call *************.
On 4/8/2024 a manager called ************* and let her know its outside the 6-month money back guaranteed for the account to be cancelled.
We reached out to ************* to further assist she requested for the equipment to be removed and the account to be cancelled with no penalties.
We assisted ************* and let her know the equipment could not be removed.
We offered to replace the router.
************* declined said she does not want the service.
We advised ************* that the balance of contract fee will not be waived.
The account is pending cancellation and will be cancelled on 5/8/2024.
The balance of contract fee is $1102.18, and the equipment fee is $1521.73.Customer Answer
Date: 07/11/2024
Complaint: 21543689
I am rejecting this response because:---see attachments---
Kindly note that ADT did not mention the fact that I was informed by their ADT Technician on April 8th, 2024, that I would have to pay to replace the ************* Nest WiFi Router. ADT mentioned via telephone that ADT would cancel the contract if they sent out their own ADT Attendant and he/or she determined if the ADT ****** Nest Equipment was found to be faulty. This is exactly what occurred on April 8th when the ADT Attendant came to my home on April 8th, 2024 as on this date, the ADT Attendant deemed the ****** Nest Router to be faulty; plus he indicated that I would have to pay to have the faulty router replaced. This is why I refused the replacement as I did not have the funds at the time to replace the faulty ****** Nest WiFi Router (which was not my responsibility as it would have been unfair for me to have to pay to replace a ************* Nest WiFi Router that was shipped new to me by ADT and did not operate properly as it could not connect my Home's ****** Nest Security Cameras).
I have attached to this email message a Tape Recording of the Conversation held with the ADT Account Manager Attendant who promised and assured to me that once their ADT Technician come to my home and determines that the ADT ****** Nest WiFi Router is faulty, ADT would release me from the ADT Contract. The Tape Recording is dated April 1st, 2024 at 3:52 PM. I recorded this using a Tape Recorder because I had been passed around by ADT **************** Representatives repetitively during my attempts to resolve this complaint issue amicably. Given this, please listen to the attached Audio Tape Recording and note that at Audio Tape Recording ****er Number 28:20, the ADT Account Manager Attendant promised that if the ADT Technician finds that the ADT ****** Nest WiFi Router is deemed faulty, I would have the right to cancel the contract or accept a replacement. I chose to request full cancellation of the entire contract in the event the ADT Technician finds that the ADT ****** Nest WiFi Router was found to be faulty. However, ADT unjustly recanted the decision to allow me to cancel the entire contract and lied to me. Please listen to the attached Audio Recording wherein the ADT Account Manager Attendant initially agreed to allow me to cancel the contract in the event their ADT Technician found that the ADT ****** Nest Router was faulty. Please consider this artifact along with the copy of the ADT Invoice Attachment wherein the ADT Technician (********************************* [ADT Technician #*****])did inspect the ****** Nest Router and (indeed) verified that the ADT ****** Nest Router sold to me by ADT was faulty as he wrote on Page 2 of 2 on the attached ADT Work Order stating (I quote), "The ****** Router will not reprogram reset and tried again still will not program customer would like refund due to faulty router."
In sum, ADT is initially agreed to release me from the ADT Security Services Contract in the event that their ADT Technician found that their ADT ****** Nest Router was found to be faulty. However, ADT did not follow through and release me from the contract as agreed and noted in the attached Audio Recording. Additionally, the ADT Work Order Summary Page 2-2 written by ADT Technician ***************************** and listen to the attached Audio Recording dated April 1st, 2024 at Audio Recording **** 28:20 wherein the ADT Account Manager promised that if the ADT Technician finds that the ADT ****** Nest WiFi Router is deemed faulty, I would have the right to cancel the contract or accept a replacement. Again, I chose cancellation due to the poor customer service issue and due to the faulty equipment issue, that I had to endure in duress at the hands of ADT. Please honor this rebuttal and inform ADT that I am entitled to be released from the ADT Contracts that I signed for their service due to the aforementioned issues.
Additionally, I have forwarded this issue to my Family Attorney because ADT refused to ***** me relief and attempted to collect the amount of $2,569.60 from my checking account without my consent. My Family Attorney has forwarded a Demand Letter to ADT. The Demand Letter is dated May 2nd, 2024. I am attaching a copy of the Demand Letter Dated May 2nd, 2024 along with a copy of the Certified Mailing Receipt for which the Demand Letter was mailed. Accordingly, ADT has since handed my ADT Customer Account over to their Collections Entity named, Credit Collection Services, wherein they are attempting to collect the cost of the faulty equipment that they refuse to permit me to return to them in exchange for cancellation of the ADT Contract. This is unjust and unfair as they did not follow through on what was initially promised to me and are lying as they did agree to release me from the contract if their own ADT Technician found that their equipment was faulty. They are lying.
Given the above, please review the facts herein and provide support. All I request is that ADT cancel the ADT Contract(s), contact the ****************** called "Credit Collection Services" and retract the Collection Attempt in the amount of $2569.60, and forward a Letter of Cancellation of the Contract and a Letter of Cancellation of the Collection Services Attempt to my email address or via US Mail to my address. Please contact me back to confirm receipt of this important email message along with its attachments as the official rebuttal to ADT.
Sincerely,
*****************Business Response
Date: 07/17/2024
In review of ************* account on 4/1/2024 she called in to cancel the account requested for the equipment to be removed due to the equipment being faulty.
The customer service agent assisted ************* and let her know that a technician has not been out to service the system since September.
The customer service advised ************* that a technician must notate that the cameras are inoperable for the cameras to be replaced or removed.
The customer service agent scheduled a service appointment for 4/8/2024.
On 4/8/2024 the technician went out left notes that the ****** router would not reprogram.
We offered to replace the ****** router and ************* declined the offer.
The balance remaining for the equipment and balance of contract fee is valid.
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: 07/18/2024
Complaint: 21543689
I am rejecting this response because:--Audio Recording attached--
Given that ADT is not being forthcoming (and is lying) in regard to the fact that they initially agreed to release me from the ADT Security Contract and are denying this fact and have forwarded my account to a ********************** without admitting the truth (and are lying), please inform ADT Security that they will need to contact my attorneys directly from this day moving forward using the information below:
Consumer AttorneysATTN: *************************** or *****************************************************************************************Phone: **************Phone: **************
Respectfully, I will no longer be replying directly to ADT as I do not feel safe or comfortable speaking with ADT due to their lying and terrible customer service. Additionally, I am again reattaching the Tape Recording Dated April 1st, 2024 (as proof of their lying) as their ADT Technician Attendant DID find that the equipment was faulty on April 8th, 2024 as the router would not connect to the cameras and wherein I refused to be charged an additional fee for replacement (as verbally communicated to me by their own ADT Technician) which was absolutely unjust. Thus, the Account Balance remaining for the equipment and for the contract are unjust and was supposed to have been cancelled by ADT as the attached Audio Recording Dated April 1st, 202reveals that ADT agreed to cancel both the equipment and the contract if their own ADT Technician found that the equipment was faulty. The ADT Technician found on April 8th, 2024, that (indeed) the ****** Nest Router (which is an essential component of the ****** Nest Camera Equipment) was indeed faulty and would not connect to the Security Cameras. This had been an ongoing issue as the equipment had also been deemed faulty by the electricians whom I contracted as per the recommendation of ADT. Please also note that ADT DID NOT initially offer a free Router Replacement as the ADT Technician verbally indicated that I would have to pay to replace the router. I therefore rejected the offer because I did not want to pay additional costs as such was unjust and too costly for me at the time. Due to their lying, I no longer trust them as a business to handle my security needs and do not want to reopen my account with their agency.
Sincerely,
*****************Business Response
Date: 07/19/2024
We reached out to ************* Attorney per her request and did not get a response.
We will assist ************* Attorney as needed once we get a response.Customer Answer
Date: 08/02/2024
Complaint: 21543689
I am rejecting this response because:---see attachments--
I reached out to my attorneys and they have indicated that they have not heard from any ADT Representative.
Given this, please kindly note that I now have two different attorneys that are attending to this case issue. Their information is located below for you and for ADT. The 1st Attorney is Attorney ***************************, Esquire (she is handling the Credit Reporting Portion of this ADT Case Issue) and the 2nd Attorney is Attorney *********** of ******, *************************, & ****, LLC and she is handling the Consumer Rights & Law Portion of this case issue. ADT will therefore need to contact both attorneys as indicated below:
- Consumer AttorneysATTN: *******************************Client Case ID No.: 17481********************************************************************Phone #1: **************Phone #2: **************
- Deming, ******, *******, ********, & ****, LLCATTN: Attorney ****************Case No.: GA-D6B-CJH*************************************************************************************************************Phone #1: **************Phone #2: **************
Additionally, given that ADT lied to me as a customer wherein the Audio Tape Recording Dated April 1, 2024 revealed that their own ADT Corporate Manager DID state that if the ADT ****** Nest Equipment was found to be faulty by their own technician, ADT would forward me a return label and allow me to return the faulty equipment and cancel the ADT Contract. The ADT ****** Nest Equipment was indeed found to be faulty by their own ADT Technician on April 8th, 2024; however, ADT lied to me and did not follow through on their word. Please hear the attached Tape Recorded Audio Recording associated with this email message. I am also attaching a copy of the Work Order Document wherein on April 8th, 2024, the ADT Technician did find that the ADT ****** Nest Router was found to be faulty and I rejected replacement of the faulty router because he indicated that I would have to pay for it.
Sincerely,
*****************Business Response
Date: 08/07/2024
We reached out to ************* Legal Counsel ************************* and did not get a response.
We reached back out to the service manager with ************* request to remove the equipment.
The service manager declined the request.
************* does not qualify under the 6-month money back guaranteed due to not giving ADT a chance to resolve the issue.
We will assist as needed once we get a response.Customer Answer
Date: 08/14/2024
Complaint: 21543689As previously indicated in our communication thread, please kindly note that I have a team of attorneys that are attending to this case issue. Their information is located below for you and for ADT. The 1st Attorney is Attorney ***************************, Esquire (she is handling the Credit Reporting Portion of this ADT Case Issue) and the 2nd Attorney is Attorney *********** or Attorney ****** of ******, ******, *******, ********, & ****, LLC and they are handling the Consumer Rights & Law Portion of this case issue. ADT will therefore need to contact all attorneys as indicated below:
- Consumer AttorneysATTN: *******************************Client Case ID No.: 17481********************************************************************Phone #1: **************Phone #2: **************
- ******, ******, *******, ********, & ****, LLCATTN: Attorney **************** & ****************************Case No.: GA-D6B-CJH***************************************************************************************************************Phone #1: **************Phone #2: **************
Specifically, please have ADT reply to the attached Certified Demand Letter that was sent to them by Attorney ******************* on May 2nd, 2024. ADT has not replied to the attached Certified Demand Letter from Attorney ***** at the ****** Law Firm. Thus, ADT cannot say that my legal team has not been in touch with them. They have not replied to the attached Demand Letter sent by Attorney ******************* back on May 2nd, 2024. This is ridiculous.
Accordingly, the Verbal Agreement that ADT provided to me on April 1st, 2024 will be presented by my attorneys and will be upheld the court of law as it takes precedence over the signed ADT Service Contract Agreement between myelf and ADT (in reference to the Service Contracts Dated January 9th, 2023 & August 30th, 2023). Contract Law indicates that Verbal Agreements between two parties can and will be considered and upheld in a court of law. I have again reattached the Tape-Recorded Verbal Agreement that ADT provided to me on April 1st, 2024 via telephone. In essence (and as stated previously) ADT lied to me as a customer wherein the Audio Tape Recording Dated April 1, 2024 revealed that their own ADT Corporate Manager DID state that if the ADT ****** Nest Equipment was found to be faulty by their own technician, ADT would forward me a return label and allow me to return the faulty equipment and cancel the ADT Contract. The ADT ****** Nest Equipment was indeed found to be faulty by their own ADT Technician on April 8th, 2024; however, ADT lied to me and did not follow through on their word. Please hear the attached Tape-Recorded Audio Recording associated with this email message. I am also attaching a copy of the Work Order Document wherein on April 8th, 2024, the ADT Technician did find that the ADT ****** Nest Router was found to be faulty and I rejected replacement of the faulty router because he indicated that I would have to pay for it (which is sorely unfair and unjust). I did give ADT an opportunity to correct the issue; however, they attempted to force me to pay for their faulty equipment, which is utterly unfair and unjust. I should not have to pay for their faulty equipment, nor the replacement of the faulty equipment thereof! This was an unfair and unjust consumer practice that was implemented by ADT against me as a consumer - client! (Respectfully)!
Sincerely,
*****************Business Response
Date: 08/16/2024
In review of Mrs. ***** account, the system was installed on 8/31/2023.
On 4/1/2024 ************* called in said she purchased the cameras 6 months ago and the cameras keep disconnecting from the Wi-Fi requested for the account to be cancelled.
The customer service agent assisted ************* and scheduled a service appointment for 4/8/2024.
On 4/8/2024 the technichan went out left notes that the ****** router will not program and customer requested refund due to faulty router.
Based off the review of the account with only 1 actual service appointment being performed by ADT, ************* does not qualify for the 6-month money back guaranteed.
We reached out to *************** Attorney to further assist and did not get a response.
We will assist as needed once we get a response.Initial Complaint
Date:04/06/2024
Type: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.
Account ********* - In August of 2022, I signed a contract for ADT to to install security services which included a Door bell Camera. It is now 2024, no door bell camera was installed. Contractual terms were not met. Hardware payments were made upfront.- I am/was charged extra in addition for services I did not sign for which included internet storage - Multiple calls yielded no resolution - Monthly prices were raised and I was charged to my credit card without consent - On cancellation, I am being asked for a contract early termination fee despite not having an effective contract.- All in all, I want money back.Business Response
Date: 04/16/2024
We have been unable to communicate with ********************** regarding his concern. We have attempted to call him on 4/8, 4/10, and 4/15. A message was left each time with callback information. We have also sent ********************* two emails: one on 4/10 and another on 4/15.Initial Complaint
Date:04/06/2024
Type: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.
On today Saturday April 6,2024 I called to inquire as to why I was charged twice on Jan 20, 2024 in the amounts of ****** and ******. I had looked at my bank statement and saw the charges. First I was argued with repeatedly stating that I was only charged once for ****** cents. I was looking at my bank statement with very clearly 2 charges on the same day. After some back and forth it was discovered that my card was used as a payment method for another persons account in the amount of ******. I asked to speak to a supervisor 4 times before one was put on the phone with me. Once the supervisor got on the line with me she did confirm again that my card was used on someone elses account but stated that in order for me to get my money back I needed to provide them with a laundry list of items including a copy of my contact, a copy of my drivers license and a piece of paper with my signature written 10 times-absolutely outrageous!!! I explained that this was a s**** up on their end and they needed to do an internal investigation and that I absolutely did not need to provide them with anything. I want my money returned. They freely admitted they used my card for payment to someone elses accountCustomer Answer
Date: 04/10/2024
I was contacted by ADT rep ****************************** He explained that he had done an investigation regarding this issue. Turns out my card was charged over 200 dollars for someone else's account. I expressed to ***************** that I no longer felt comfortable entrusting ADT with my credit card and my business. This was credit card fraud that they committed plain and simple. I told him I wanted a full refund and no longer wished to continue my service. He then explained that I was under contract until 2027 and that it is required that I have a credit card on file with them for the automatic draft for the equiptment. I again told him I did not trust ADT with my credit card and I asked him how on earth ADT could expect to hold me to a contract when then very plainly-and admitted to-committed credit card fraud. He explained that this was ADT policy. I DO NOT wish to continue my service with ADT and want a full refund of the fradulent charges made to my credit card account.Business Response
Date: 04/10/2024
ADT reviewed this concern and has corrected the error. ADT spoke with the Radcliffs on 4/9/24 and apologized for the error. The ********* were advised they would be refunded $242.96 and provided a timeframe to receive the funds. At that time, the Radcliffs expressed a desire to cancel. ADT advised the account was still in contract and early termination fees would apply, along with any balances due for the alarm equipment. ADT offered to credit the Radcliffs account as well as a reduced rate. The offer was declined.Customer Answer
Date: 04/10/2024
Complaint: 21540438
I am rejecting this response because:I was contacted by ADT rep ****************************** He explained that he had done an investigation regarding this issue. Turns out my card was charged over 200 dollars for someone else's account. I expressed to ***************** that I no longer felt comfortable entrusting ADT with my credit card and my business. This was credit card fraud that they committed plain and simple. I told him I wanted a full refund and no longer wished to continue my service. He then explained that I was under contract until 2027 and that it is required that I have a credit card on file with them for the automatic draft for the equiptment. I again told him I did not trust ADT with my credit card and I asked him how on earth ADT could expect to hold me to a contract when then very plainly-and admitted to-committed credit card fraud. He explained that this was ADT policy. I DO NOT wish to continue my service with ADT and want a full refund of the fradulent charges made to my credit card account.
Sincerely,
*********************************Customer Answer
Date: 04/10/2024
ADT breached their privacy policy by providing MY credit card information to someone else's account. As far as the offer to continue my service at a discounted rate that I allegedly declined-there was never any specific offer made to me with regard to what exactly the discounted rate would be so how could I have possibly declined an offer that was never officially made. Again-I do not feel comfortable trusting ADT with my credit card information for any type of automatic draft. I think that this is completely reasonable considering what has happenedBusiness Response
Date: 04/16/2024
******************** has agreed to a courtesy credit and a reduction in her monthly monitoring fees beginning May 2024. She is satisfied with the resolution.Initial Complaint
Date:04/05/2024
Type: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 an ADT customer for AT LEAST 14 YEARS. I FINALLY had an audible alarm and received no communication from them. I happen to be a 63 year old single female WITH A RESTRAINING order, and rely HEAVILY on ADT to keep me and my home safe.ADT did nothing to ensure my safety, denied I had an audible alarm occurrence, I had to initiate call to them,was on the phone for over an hour,with a technician to arrive in TWENTY FOUR DAYS!Business Response
Date: 04/15/2024
We reviewed the account and confirmed that ******************* had the system installed on 10/3/2009.
On 4/5/2024 ****************** called in wanted to know why she didnt get a call about the alarm that occurred.
******************* mentioned when she tried to press the buttons on the keypad the alarm would not go off.
The customer service agent assisted ******************* and let her know that it was not an alarm that occurred explained that it was a communication fault that caused the alarm to go off.
The customer service agent advised ******************* that there was a cellar outage in the area.
The customer service agent assisted ******************* and scheduled a service appointment for 4/24/2024.
******************* did not want to wait until 4/24/2024 for the service appointment requested an appointment for 4/6/2024 said she will have to return to work.
The customer service agent advised ******************* she would get a follow up call about a sooner appointment.
The service appointment was cancelled.
There are no notes to support ******************* got a follow up call for a sooner appointment.
We reached out to ******************* to further assist she mentioned 4/24/2024 will work for the service appointment based off her work schedule.
We assisted ******************* and scheduled a service appointment for 4/24/2024.
We placed a one-month credit of $64.41 on the account as a goodwill gesture.
We will follow up with ******************* after the service appointment and assist as needed.Initial Complaint
Date:04/05/2024
Type: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 ADT security monitoring service . We have had it for nine years. The service does not work properly. I am charged $63 a month and is going up to $68 a month. They refused to fix system. I have to pay $59 fee plus the cost of the battery and the installation for them to come out . Their current service rates are between $25 and $29 a month. I am being charged $68 a month. The system does not work properly. I was on the phone all day on 5/4/24 to cancel service. They refuse to cancel. They put me on hold. The representative promised a monthly fee rate of $44 a month for eight months and a one time discount of $63 for a one year contract. They will not fix the system without charges. They will not work with me in any way. I can agree to the contract but the system still does not work properly.Business Response
Date: 04/12/2024
Upon review of the customers account, ********************** found that the customer has an appointment scheduled on 4/20/2024. ADT spoke to the customer, and the customer agreed for ********************** to follow up with him after the appointment is completed or after 4/20/2024.Business Response
Date: 04/23/2024
Upon review of the customers account, ********************** found the customers service call appointment on 4/20/2024 was canceled. ADT followed up with the customer and made him aware that his appointment was canceled and asked if he would like to reschedule it. He stated he did not know when he would be available to scheduled one. ADT provided him with ADTs contact information to contact ADT when is ready to schedule.Customer Answer
Date: 05/03/2024
Complaint: 21537685
I filed a a complaint with BBB last month about being over charged for ADT Security services and the services are not working properly. I called to cancel and they refused. They promised two months credit on my account and a bill for $44 a month for a year with no contract and to come out and fix my system. My next bill was supposed to be due June 3, 2024 for $44. They billed me $63.22 due May 3, 2024 and the next bill will be $68 due in June 3, 2024. I call and they will not help me. I cant get them to adjust bill, give credits, or come out and fix system. I only had ten days to get them to do anything. ADT representative told me to wait until 5/3/2024 and I will get credits and bill adjustment. They said they will then set appointment to fix system. Nothing has been done. I keep calling. Billing Adjustment
Sincerely,
**************************Business Response
Date: 05/10/2024
ADT followed up and left messages for the customer with *********************** contact information on 5/9/2024 and 5/10/2024.Initial Complaint
Date:04/05/2024
Type: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 have been advised by my attorney to reach out to your organization before pursuing small claims court. I have been trying to cancel my ADT Security monitoring service since January 2023. Every time I call, I am placed on hold for "more than 80 minutes", as their own phone system puts it. Often, when I reach an operator, after waiting on hold for an hour or more at a time, I am disconnected before reaching a resolution (after being placed on indefinite hold until my line is disconnected). I finally got through to somebody in the Summer of 2023 (maybe May or June), and this person assured me my account was closed. This is a deliberate attempt by ADT to simply not take the cancellation calls.I am preparing my taxes for this year, and I noticed that ADT is still billing me. In fact, in May 2023, my bill increased from $49.20 to $53.59! I believe that they didn't cancel my bill, but in fact, increased it. I would like all of this refunded for all of 2023 and 2024. This is a terrible business practice, it is predatory, and it is designed to extract money from people long after they decide to stop the service. Not to mention, I was threatened by them that they would send me to collections if I stopped the payments. I do not have any obligations to them--I would like the "service" stopped and my money refunded.My ADT account number is (or was) ************** you for all that you do!****Business Response
Date: 04/10/2024
We were able to speak with ************************ regarding his concern. His complaint is he cancelled his account in Jan 2023 and was still being billed. ************************ called again in May 2023 and was told it was cancelled. He is still being charged for the ADT service and is requesting it to be cancelled and his checking account refunded.
On 1/11/2023, a letter was received from *********************** to cancel his ADT service. Since the letter was not signed, we were unable to cancel it on that date. On 5/10/2023, ************************ called into ADT,spoke with several different representatives, and requested the service to be cancelled. Since that time the ADT service remained active, and he was being charged for it.
We have cancelled the ADT account as of 5/10/2023 and a refund of $589.49 will be processed to his checking account within fourteen business days. We emailed ************************ a confirmation and he was satisfied with the resolution.Customer Answer
Date: 04/10/2024
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.Let it be known that when I finally was able to make contact with a representative in May, I was told that my account would be canceled. However, the resolution is satisfactory anyway, so I am happy to move one from this matter.
Sincerely,
***********************************Initial Complaint
Date:04/05/2024
Type: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.
My ADT Security service expired on August 2023. I had no intention of continuing the service or renewing. In September of 2023 I started to receive multiple phone calls from their billing department requesting payment. Multiple times I told them I no longer wanted to renew or continue their service. I continued receiving bills for their service and had called them to reconfirm cancelation. After many very frustrating conversations I would request to speak to management. I would be put on hold for long periods of time and then hung up on without ever speaking with anyone. I gave up trying to call however, I still continued to receive bills and and up to 8 phone calls per day from multiple different phone numbers from heir automated systems to call their billing department. Recently in March of 2024 I started receiving calls from a collections department. Once again I explained that I did not request to continue their service and they continued to demand payment and told me that I had to take it up with ADT. Going back to ADT I was then sent through multiple departments and each time told that I had to take up the billing dispute with the collections department. ADT has made it impossible to discontinue the service and continuing to harass me with multiple phone call everyday. I want this resolved. I want the billing to be credited, removed, my name and credit taken out of collections. This is very poor business from a company that I spent 14 years with. MY previous ADT Account # is *********Business Response
Date: 04/09/2024
Upon Review of the account, ****** **** escalated to the BBB claiming his service expired in august of 2023. ADT contracts auto renew on month-to-month timeframes after the initial term of the contract is completed.This is stipulated in our contracts. The customer, ****** ****, was not recorded ever requesting to cancel his service or cease the renewal every month back in September as he claims. ADT reviewed notes from August and September of 2023 - No request to cancel service notated by any operator of ADT.
****** **** was seeking to be removed from collections and to have the balance brought to zero dollars. ADT agreed to waive the balance of $174.91 from *********************** account at ********************** The credit was placed at 5:37pm EST on 4/8/24, and ADT requested the outside collection agency recall the account from collections. ADT Called ****** **** on ************ on 4/8/24 and left a voicemail at 5:35 pm EST to inform him ADT waived the balance and recalled him from collections. ADT emailed the customer at 5:59 PM EST. The customer responded to the email on 4/9/24 at 8:47 AM Thanking ADT for resolving.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:04/05/2024
Type: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 got ADT Blue because they advertised a lot of support and easy do it yourself, reliable service with monitored security, plus they advertised that they had the best rates and ratings in the market. A few weeks in, my system already had problems. I got little to no help from the tech support. The problem with their monitors running out of battery or reading monitor tampered with became recurrent. Their mobile app constantly and consistently has been reason for me to loose hours of my work. I end up having to install, un install the app and reset my password because it stops recognizing my password or face.( I have reported the situation over 20 times, it continues to happen) the police ended up at my door because I was unable to disarm on my app. Someone got into my home while my alarm should have been on and it wasnt. My home is currently under construction so I set the alarm on at night and to my surprise in the morning it was off. I called ADT and they were unable to figure out how the alarm was disconnected without a Code. From my home when missing:Personal documents, Purses and dresses Boxes with Toys that belonged to my son A coffee maker, tools that I had in the garage. A drill set. Office equipment. The garage camera went off and never came back on, I reported it but no solution. Up until today I have the same problems to log in into my mobile app. ADT rep ****** password for me it works for a few weeks and then one good day it just doesnt recognize my password anymore. And I have to start all over again. I have spoken to countless reps via chat, email, phone and ask them for a refund, all they care about is:I am under contract and that per that contract I have to continue paying them I have offered to give them back All their equipment, but they will not accept it. They have zero consideration for my time and the horrible experience or my stolen items. I wish the bureau can help me recover or zero this out. Sincerely OMCustomer Answer
Date: 04/05/2024
The application passwords not recognized, monitoring code was changed out of nowhere and even when they are sending me a security code it is not working.
I have had the same issue for 2 years with no resolution but yet ADT continues to charge meBusiness Response
Date: 04/11/2024
ADT contacted ********************* on 4/11/24. ADT has agreed to cancel Ms. ********** account effective that date with no balance of contract. A return label has been sent to ********************** to return ADTs equipment.Customer Answer
Date: 05/31/2024
Complaint: 21535993
---see attachment---I entered into a Contract with ADT blue on 11/2021, since the beginning the system will log me out and lock me from accessing the monitoring application, system would mal function and everything was not working properly. I went months without being able to use the system since I could not wait in line 25 minutes to get resolution at some points I waited even 45 minutes at a time and still got no resolution, no access to the system and it the access was temporary and I had to do it all over again. Call them wait for hour or hour an a half then get password reset and then do it all over again. I complained and requested my money back but they stated the contract was permanent after 3 days of having the service and it was for 2 years or I will have to pay in full for the equipment. I then submitted my first complaint this year in April and the company agreed to void the contract but even though I had already paid in 1600 or ************************************************************************************************* 2021. Otherwise they would continue charging. I recently received a notice from my city stating that ADT forwarded notice of dispatch to my home on 3/15th, 3/21 and 3/25th. I am being fined because ADT is retaliating against me. I called to get my dispatch records from ADT and they are denying me the records because my account is closed There was never dispatch to my home. Their system malfunctioned and I was not able to deactivate the alarm. I am requesting that ADT pay for this fines and or provide all records so k can appeal to this notice. I only have 15 days and I received this Notice on Friday so they have to send this documents today. If they do not respond I will have to take them to court for all the stress and loss of time and property that has happened while their system did not work. Owe me $2200 only in monthly dues and police dispatch fines now. Billing Adustment
Sincerely,
*******************************Business Response
Date: 06/03/2024
Ms. *********** monitoring agreement with ADT expressly states that ADT is not responsible for any false alarm charges or fines incurred by the end user (Ms. ******************Initial Complaint
Date:04/05/2024
Type: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 had ADT home security system I ended the service in April of 2023. They continued to bill me until August of 2024. They charged me for over 12 months of service I never used.Business Response
Date: 04/12/2024
Upon review of the customers account, ********************** spoke to the customer and attempted to provide a resolution to the customer. ********************** advised the customer that additional review is needed before a resolution can be reached. ADT will follow up with her after the additional review is completed.Business Response
Date: 04/19/2024
After further review of the customers account, ********************** found that there was no request or contact made to ADT to cancel the service in April of 2023. The account was canceled due to non-payment, and the account balance is valid.Initial Complaint
Date:04/05/2024
Type: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 currently has a promotion that with an Online Order with a Self Setup System, you get a free ****** Nest Doorbell and Nest Cam (battery). I received the Doorbell, however, I did not receive the free Nest Cam. I contacted customer service via chat and phone at **************. **************** stated that since the order was already received by me that there's nothing that they can do. That the Nest Cam should have been added when placing the order. I advised the rep that the free Nest Cam auto populates, its not something that is added. The rep name **** stated she was the highest account manager and that there was nothing anyone at ADT could do.Business Response
Date: 04/16/2024
ADT reached out to the customer regarding her ********************** plus account. We are still working with the customer regarding a resolution.
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