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:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had ADT for years, and my old system worked fine. Adt contacted me to saying my old system was out of date and it would not work with their upgrades. With this they come to my home and install a new system that worked for about a week. They are constantly sending me bills, and the system has not worked. I requested to cancel, but when they came and installed equipment, they got my wife to sign a paper, come to find out it was a new contract. Nothing was mentioned about a new contract, and now the only way out is to pay a lot of money. Horrible company full of threats.

  

  Business Response

  Date: 04/09/2024

  ADT has reviewed ******************** account and can confirm that a new agreement was entered into in January 2022 when the alarm system was upgraded. ADT did attempt to contact **************** on 4/8/24 and 4/9/24 to address any equipment issues that are being experienced and left voicemails on both occasions. 

• Initial Complaint

  Date:04/05/2024

  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.

  We cancelled monitoring service with ADT in 2021 but the company left all of the equipment, which is standard policy. The equipment malfunctions from time to time and we have been turning it off from the control panel. However, today the alarm has been sounding numerous times so we called customer service to see if they could help to disconnect the system altogether to avoid these constant alarms. They said they could noit send out a technician since we are no longer customers. I feel that out of respect for the many years we were paying customers, the very least they could do is disconnect the equipment so that we would not have this constant disturbance.

  

  Business Response

  Date: 04/08/2024

  ************** account has been out of service since 3/19/2021.ADT does not send out technicians on out of service accounts. If ************** wants to have the equipment removed, he is more than welcome to either remove it himself or have some else remove it. ************** owns the equipment and we do not require the equipment to be returned.

  Customer Answer

  Date: 04/09/2024

   
  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:04/04/2024

  Type:Sales and Advertising 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 called ADT Security Services and upon speaking to a representative concerning my system wasnt working on my new internet service wasnt compatible . They connected me to the sales team and she explained to me that my services would go up two dollars only. She never said anything about equipment installments nor did she mentioned that the price would increase when the technician, she also failed to mention that a contract was involved the agent was dishonest and she claimed that the cameras I had was compatible which was false. The technician demanded that I sign the contract before installation and demanded money before installing the equipment and charged me double for the security system. I called the first day to cancel and receive a refund I was denied each time. I have text messages and witnesses to what happened over the phone and in person. Very unprofessional agencies and they are ripping off customers and forcing them in a contract and saying if they cancel they would have to pay 4600 and forcing them to stay with them. This is wrong and something should be done about this immediately. All employees should be terminated and this business needs to be investigated ASAP because this is uncalled for. I want a refund and I wanted a cheaper system not an expensive system and I couldve kept what I had if they wouldve troubleshooted the system issue and yet again they failed to get to the bottom of the root cause. Instead they transfer you to different departments and everyone has the same script and needs to be dealt with for price gouging and fraud, and abusing customers on a daily basis. I have a sick husband and Im on a fixed income and this is unfair to take advantage of disabled people. What if someone did that to them and how would they feel. Im so discouraged and the system is not working properly and they wont troubleshoot it either. High priced equipment and poor quality, service, The alarm system does not work and they refuse to troubleshoot.

  

  Business Response

  Date: 04/15/2024

  ADT has reviewed Ms. ******* account and finds that additional equipment was installed and agreed to the day of installation. ADT spoke with **************** on  4/8/24 and made offers to resolve. Follow up calls to **************** on 4/9/24 and 4/12/24 have not been returned. 

• Initial Complaint

  Date:04/04/2024

  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.

  On the 2nd if every month they debit fee from my mom's account. I am poa as my mother is incapacitated, with dementia in a nursing facility. They have not used the adt service for at least 5 or more years, due to mom's dementia they have no idea what pass phrase is. They have been paying for this service for multiple years, for nothing. When I call adt as her legal guardian they say they will mail it me because I live in current billed address, however I have never received it. I have asked to stop service multiple times over the course of the year and they continue to take the monthly fees. They even hung up on me yesterday when I was trying to get this taken care of. I know they record phone calls, I know they have not mailed me anything, and it is elder abuse to steal money from an incapacitated elderly person, especially when she can't fight for herself. I nee to be refunded for at least the last 2 mo nths because the lady I talked to a couple of months ago said that this would be taken care of. It was not. They are knowing hiding behind policy, to steal money from an elderly dementia patient. I am furious, and heart broken That this can happen in *******. I was told there were no legal documents that could fix my issue.

  

  Business Response

  Date: 04/12/2024

  ADT has confirmed that the customer requested cancellation of the account on 02/06/2024 and 04/04/2024. The customer was unable to provide their personal identification code which is required to cancel the account. We made several attempts to contact the customer by phone on 04/08, 04/09, 04/10 and 04/12 with no response back.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21532073
  
  I am rejecting this response because: I got 1 message from adt. I have not been able to call them back. I will call them back on Tuesday, tomorrow April 16th. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/24/2024

  ADT has confirmed the customer requested cancellation of the account on 04/16/2024. The customer was able to provide the personal identification code. The cancellation request was processed. We issued a refund in the amount of $187.26. The customer called originally on 02/06/2024 to cancel but couldnt verify the personal identification code. We attempted to contact the customer on 04/24 by phone and left a message on the voicemail.

  Customer Answer

  Date: 04/25/2024

   
  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:04/04/2024

  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 called to cancel my service with ADT a few weeks ago. They informed me there was a renewal of agreement for 12 months made on sept. 28th of 2023. There was no contract agreed to on any phone call with them. I have spoken with many people to prove this conversation by letting me listen to this so called agreement that was made over the phone. They just say they will send a letter out saying Im in a contract. I know this is not a contract and they know this is not a contract or proof of one. They cannot and will not prove this agreement therefore there is no agreement. I initially tried to cancel last month and that is when I learned about this supposed contract. They did drop payments to $35 until this is resolved. But yet they are trying to take two payments of the $55+ since then. Further more I did cancel today because they are so dishonest and I can see they dont have proof of an agreement. They claim I owe over $400 to cancel yet they agreed my payment is $35 and change and the cancelation is 75% of what is owed. Somehow they come up with $400 plus. They are very dishonest and lie to get people to stay with them. If the extension of contract was made in Dec for 12 months the agreement would be done in sept. Simple math. Yet they say it is in November. Another crazy lie. They claim its because the billing cycle was in October already. Even when they tell me the agreement was made for 12 mo the not billing cycles. They are so dishonest. I cant handle them anymore.

  

  Business Response

  Date: 04/12/2024

  Upon review of the customers account, ********************** found a 12-month renewal agreement effective on 9/28/2023 with a rate of $55.49 per month and with an end date of 9/28/2024. This a valid renewal agreement. ADT contacted the customer to provide some assistance, but the person who answered when ADT called at phone number ************ refused to speak to ADT and said ADT should only provide response to the Better Business Bureau. 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21531926
  
  I am rejecting this response because:
  They have no proof of any agreement.  that is the problem. further more, they claim I am behind on my payments and I have proof I paid the months they say have not been paid with my bank statements.  I do not understand why they are so afraid to put whatever they were going to help us with in writing through you.  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/24/2024

  ADT spoke to *************** today and agreed to waive the $174.54 account balance and to refund $47.41, out of courtesy.

  Customer Answer

  Date: 04/24/2024

   
  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:04/04/2024

  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.

  A manager at ADT told me as an apology for a mix up they would give me a better rate. Never got a contract or anything just her word. I had to close my store about a year later and was told I had to pay ***** for early termination of my contract. They sent me the copy and it wasnt even signed it was someone just writing in my company name. I never saw this contract at all. They call this a contract but Ive never seen it! Please help?

  

  Business Response

  Date: 04/08/2024

  Upon review of the account, ************** signed a 60-month contract extension. ADT shared the docusign document and certificate of completion with the **************, who still denies its legitimacy. ************** confirmed the email address used was correct but claims he was unaware of it.While ADT maintains the contract extensions legitimacy, we have agreed to return the $998.52 the customer paid for termination charges. ************** has accepted this resolution. The amount was refunded back to the customer, **************,by check, to **********************************************************************  

• Initial Complaint

  Date:04/04/2024

  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.

  We have been ADT customers for 14 months. We are moving to **** and wanted to transfer our ADT service but ADT is not available on ****. So, we are forced to cancel our contract because ADT can't fulfill it. They have charged me nearly $700 for cancellation fees and when it did not go through my bank, they filed a bad credit report. We should not have to pay cancellation fees if ADT can't provide us with service where we are moving. We would like the fee waivered and our credit repaired.

  

  Business Response

  Date: 04/05/2024

  We were able to speak with ********************** regarding his concern. His complaint was that he is moving out of the country and was billed cancellation fees for the ADT service. There was an attempt to withdraw the amount of $749.40 on 3/30/2024 but it was returned by the financial institution and it caused a negative impact on a credit report. ********************** was requesting the balance waived since he cannot take the ADT service and the new owners of his previous residence does not want the ADT service either.
  
  After speaking with **********************, we agreed to waive the cancellation fees in full due to him already fulfilling half of his three-year contract. We have emailed him a confirmation and he was satisfied with the resolution.

• Initial Complaint

  Date:04/04/2024

  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 have a ****** Nest thermostat that was installed and under contract with ADT. Yesterday the thermostat had an error message that it couldn't connect to power. I called ADT and requested a service appointment. The earliest they could fit me in was April 10th. I got up this morning and the thermostat is totally dead and therefore I have no heat. I called ADT back and was told the earliest that they can get someone here is April 8th, I said I can not have heat for the next 4 days. I was told my other option would be a emergency service call at the cost of $395 for the first 30 minutes and $90 there after. I am appalled and disgusted that ADT is trying to charge me these prices and they are going to let me go without heat for 4 days. I would like a tech to come out to fix this issue and not be charge their ridiculous fees. Thank you.

  

  Business Response

  Date: 04/15/2024

  We reviewed the account and confirmed that Mrs. ***** had the system installed on 4/27/2015.
  
  On 4/3/2024 *************** reached out to ADT via online due to the thermostat showing offline.
  
  The online agent assisted *************** and did some troubleshooting to reset the thermostat.
  
  The thermostat did not reset.
  
  The online agent scheduled a service appointment for 4/10/2024.
  
  On 4/4/2024 *************** reached out to ADT via online requesting a sooner service appointment.
  
  The online agent assisted *************** and rescheduled the appointment for 4/9/2024.
  
  We reached out to *************** to further assist she mentioned she had no heat in her home due to the thermostat not working requested sooner service.
  
  We assisted *************** and let her know the service appointment was set for priority if a sooner appointment became available.
  
  The service appointment was rescheduled to 4/8/2024 for sooner service.
  
  On 4/8 the technichan went out left notes that he explained to the customer to reach out to the **** company to check the relay on the boiler.
  
  We reached out to *************** to further assist she said she reached out to the **** company, and they said the relay was fine.
  
  *************** mentioned she brought a new thermostat and its displaying no power to the wire.
  
  We assisted *************** and set a service appointment for 4/18/2024.
  
  We will follow up with *************** and assist as needed. 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21531169
  
  I am rejecting this response because: The same tech that was not able to fix the unit on 4/8 was sent back to my house for the 4/18 appointment. He said that he can not fix the unit and to call an electrician. I pay extra each monthly to have a service agreement to repair my system if something should stop working. The thermostat was purchased and installed by ADT, so it should have been fixed by ADT. I had to call an electrician that cost me $350. I am deeply unsatisfied with the service from ADT. On a side note, I was also having an issue with my Ring doorbell not holding a charge, this unit was also purchased and installed by ADT and th tech told me they do not service doorbells and would not be able to assist and that I should purchase a new one. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/16/2024

  Receipt for Electrician & Ring doorbell

  

  Business Response

  Date: 04/25/2024

  In review of the account a credit of $150 was placed on the account as a goodwill gesture due to *************** having to pay an electrician fee for the thermostat to be fixed.
  
  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: 04/26/2024

   
  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:04/04/2024

  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.

  March 14,2024 representative from Adt reached out to me stating that if I made a payment of ****** my final payment would be waived and I would be done paying adt 4/4/24 I received a message from adt stating a payment was due when calling Adt on 4/4/24 I was given misinformation about my balance and was said I also Was told that the information the rep gave me was incorrect and could not be honored although the information given was incorrect

  

  Business Response

  Date: 04/15/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we explained we reviewed the recorded call from 03/14/2024, which the customer spoke with our Collections Team and informed she wanted to make a payment arrangement for Monday. The agent informed there was a past due balance of $220.74, which the agent asked the customer if she could pay the full balance on Monday. The customer stated no she can pay half and the other half on the 30th. We explained also during the recorded call, the agent informed the customer if she pays the past due of $156.48 she will waive off the March bill. The payment arrangement was scheduled for 3/22/24 and the agent confirmed she is waiving the March bill.After further review of the recorded call, the customer did ask after this payment will I be done, which the agent confirmed yes youll be done because we are taking off the March bill. We explained there was no mention during the call that the customer would be released from contract and the account being cancelled. We apologized for any confusion, which we explained the 36-month agreement started on 11/28/2022 and ends on 11/27/2025. We also explained the account still has an equipment financing loan balance, which if the service is cancelled before the end of term the customer will be responsible to pay the equipment balance of $433.92, plus the early termination fees. The customer confirms she now understands and is thankful for the reviewing the call. No further action taken. 

• Initial Complaint

  Date:04/04/2024

  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.

  Was trying to cancel my service with ADT on 4/3/2024 due to my contract signed in 2020 being fulfilled come to find out I was entered into a verbal agreement for an extension of another 12 months by an ADT representative unknowingly and now owe 6 months service times 75%. This is deceptive sales practice and I will be reporting ADT to the Attorney General if this is not resolved immediately where I can break my agreement with no penalty. I never signed anything and all I saw in my ADT account was that I had a "verbal" agreement.

  

  Business Response

  Date: 04/12/2024

  We reached out to the customer and apologized for any frustration endured with the service. After review of the account, we reviewed the recorded call from 10/18/2023, which the customer called to update the payment method and make a payment. After further review, the customer spoke with our ****************** Team and was offered a verbal rate lock extension for 12 months that started the next billing cycle on 11/11/2023 and ends 11/10/2024. The customer accepted the offer by giving verbal confirmation over the phone, which the agent did read the customer the rate lock extension terms, informing if cancels before end of term he will be liable for early termination fees. We explained based on the customers tenure,we have agreed to release the customer from the remaining rate lock extension term. The customer provided the verbal ********************** authorization password, which we have processed the cancellation of the account and waived the 30-day cancellation notice. The account is completely cancelled as of 04/12/2024 and no longer being monitored. The customer is satisfied with the resolution.