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

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  ADT Security Services

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

  
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  ADT Security Services

  5 Marway Cir Ste 17 Rochester, NY 14624

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:04/04/2024

  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.

  Act#********* I've been with ADT since 2017, In 2020 i called to cancel. I've called 2 times since then to cancel after realizing they hadn't canceled. Now April 2024 I notice ADT is still taking money from my account monthly so I stopped payment and disputed the Jan,Feb& March payments. Two days later I received a notice that I had an overdue balance of $194.13 On 4/3/24 I called ADT stating I had cancelled their services several years ago, the lady said, on a recorded line that I had called to cancel several times, but it was never actually cancelled. She went through the cancelation speech like It was cancled, to confirm at the end I said so I have no balance and my account is canceled this time? she said I still owe $194.13 i saidI shouldn't have to pay for services i cancelled. She said I mustve upgraded instead of canceleing (but could not tell me any upgrade I would have agreed to as nothing changed on the account). I asked to speak to someone who could talk about refunding my money or crediting the past due balance she said shed have to escalate the issue, my only choice was to get a call back within 48hours bc there was nobody I could talk to right then. I confirmed, so my account is definitely canceled this time though? She said no, in order to get you a call back about your balance I coudn't cancel. I'm limited on how much i can type here- in short ADT has been repeating this for 4 years. since 2020 I cancelled 3 times yet have been charged$1,400 for 40 months on a service I have not used, that has been outdated and that I thought I had completed the cancelation years ago. They say I can either cancel and be stuck with the bill/not get a refund or keep the services while awaiting a call from a department that theres no option to call or wait on hold for but that call never comes, they just keep charging me. I have spent 3 total hours on the phone and 4 attempts at canceling my ADT services that have been out of contract since 2019. Have recordings

  

  Business Response

  Date: 04/09/2024

  We were able to speak with **************** regarding her concern.Her complaint was she originally called to cancel in October of 2020 and has called several times since to cancel the ADT service but is still being charged the monthly fee. **************** is requesting cancellation again and refund since October 2020.
  
  **************** did initially call on 6/4/2020 to cancel her service. The cancellation department offered to lower her monitoring rate from $43.99 to $37.99 and she accepted and advised the cancellation agent if she wanted to cancel, she would call back. On 10/20/2021, **************** called into ADT customer service and stated her alarm system had a communication problem.The agent advised her it had not been communicating for some time and they offered to send out a technician to fix but **************** declined. The ADT account remained active, and she continued to be charged with no monitoring from ADT.
  
  We agreed to refund **************** from 10/20/2021 to 11/15/2023 in the amount of $996.56. We also waived the past due balance of $155.65 and **************** was satisfied with the resolution.

• Initial Complaint

  Date:04/04/2024

  Type:Customer Service 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 cancelled my home alarm services with ADT on Sept. 21st 2023. They gave me the ran around, and tried to get me to upgrade the ADT alarm system. I insisted I wanted to cancel (almost an hour on the phone). I had to stop automatic payments through my bank because ADT would not cancel my alarm system. Now, they sent me this bill for $526.59 for a service I did not use. I disconnected the alarm myself on Sept. 21st 2023. Today I spent 53 minutes on the phone, spoke with four representative: "*****, ******, ******, and ******". They claimed they can't wave the changes because the account is closed.

  

  Business Response

  Date: 04/04/2024

  We were able to speak with ***************** regarding her concern. Her complaint was that she has been calling ADT since September 2023 to cancel her service. ***************** has called multiple times since then and has spoke with many customer service representatives and the account remained active. Eventually the account was cancelled due to non-pay on 3/17/2024. **************** is disputing the balance of $526.59 on the ADT account.
  
  After review of Mrs. ******* account, we have on record that since 9/21/2023, she has been requesting cancellation of service. We have waived the balance of $526.59 and emailed her a confirmation. ***************** was satisfied with the resolution.

  Customer Answer

  Date: 04/11/2024

  I accept the resolution offered by ADT: ALL charges were waived. My account has been closed.

  thank you very much BBB

  Customer Answer

  Date: 04/11/2024

   
  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.

  I accept the resolution offered by ADT: ALL charges were waived. My account has been closed.

  thank you very much BBB

  
  
  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.

  We are currently trapped inside our house by this Blue by ADT system. The system is malfunctioning and it wont allow us to turn the alarm off. If we open our door, it will go off. We cant turn it off from the apps, which say we are offline (we are not!) and the box isnt functioning either. The help desk doesnt open until 8:00 am! There is literally no other assistance available and we are trapped. I consider this a breach of contract.

  

  Business Response

  Date: 04/12/2024

  After reviewing the account, it appears the customer was having problems disarming the system. We contacted the customer and offered to schedule a virtual appointment to troubleshoot the system. ******************* advised she doesnt need an appointment at this time and that she was able to resolve the issue. We apologize for her recent experience. As a goodwill, We issued a 1 month monitoring credit. 

  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. I do want to point out that we did not have trouble disarming the system. The system itself was malfunctioning, and there was no support provided from ADT to assist us. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/03/2024

  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.

  My mother passed away and my father who has dementia is now living with me. I called to cancel their ADT because their house is going on the market and ADT gave me h*** and took &379 out of my ********* account that was not authorized.

  

  Business Response

  Date: 04/09/2024

  An attempt to reach Ms. ***** was made on 4/8/24 and 4/9/24 with no success. A voicemail was left on both occasions. Ms. ***** originally called in on 4/3/24 regarding the charge of $379.02 being drafted from her fathers bank account. We explained his banking information has been on file for automatic withdrawals since 2021 when the system was upgraded. We explained according to their contract the equipment cost would be billed in full if the account is cancelled and a balance is still owed for the equipment. A refund request was made per Ms. ***** request as a goodwill as unauthorized but I explained it may not get approved due to no credit balance being on the account and the charge being valid. The charge of $379.02 is valid and ADT is not required to refund or credit the account per the signed contract.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***********************************, two years ago on April ****** I spoke with a representative of ADT to inform them that I no longer needed their services, the representative asked me why my response was that it was a personal decision, and the representative asked the company I was going to get I my response was it was not her concern, she continues to insist offering me a discount which I turned down. I called today to inquire about why after two years they have continued drawing money for a monthly payment that I have canceled two years ago, she responded that I accepted a two-month discount, and I rejected that argument on which she responded that the person who took the call wrote it down and I told her it was not true, what is the point to pay two different services. I continued to tell her that I didn't care about the writing but the recording and they hung up on me twice when I tried to take the case to court. This is definitely a fraud and extortion

  

  Business Response

  Date: 04/16/2024

  We attempted to contact the customer twice by phone but was only able to leave voicemails. We also emailed the customer but have not received a return response. After review of the account, we verified there is record where the customer called in requesting to cancel service on 04/06/2022. After further review, we reviewed the recorded phone call, which the agent explained to the customer that the account was under a verbal contract extension that was accepted back on 01/25/2022 for 12 months to lock in a lower monthly rate. Also, during the recorded call, the agent informed the rate lock extension ends on 01/25/2023, which if the customer elected to cancel the service, he would be charged 75% of the remaining term and be billed early termination fees over $400. The agent offered to discount half off the customers current rate for 2-months applying half off of the customers current rate reducing it by half. The customer accepted the offer, which the agent informed the customer to call back after that time to process the cancellation based on the termination fees would decrease and be cheaper. The cancellation was not submitted on that date and there is no further record of the customer calling back until 04/03/2024. As a goodwill courtesy, based on the customers tenure of service and since the customer has already changed to another company, we have agreed to refund the two years of monitoring fees that the customer paid. The total refund is $1,476.96, which a paper refund check will be mailed to customers home address. The refund should be received within ***** business days. The account is completely cancelled as of 04/11/2024 and no longer being monitored. We have closed the case due to no response. 

• Initial Complaint

  Date:04/03/2024

  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.

  On 12/11/2023 I had a break in on a rental property I own. My husband and I arrived at the property before ADT and to our surprise 911 was never notified. Instead, they had a security person (an elderly lady, what is she really going to do?) they have that goes out to calls that arrived after we did which was well over 20 minutes after we had arrived and had been at the property well over 15 minutes. The ADT control panel was damaged. I called ADT extremely upset at their response to the break in and wanted to cancel the service. The agent seemed concerned and offered to get it replaced as soon as possible and lower my monthly service amount. Unknown to me on 1/31/2024 when I called to cancel due to selling the home, I would have a $1,219.98 payment due. How, when I have had the service well over a year and a half. I was advised when the panel was replaced, my contract was extended. I did not and would not have agreed to do that. If I was advised of that I would have not agreed, because I knew I had the home on the market to sell and knew it would be sold within a month or so. I advised the customer service rep to send me a bill because I could not comfortably afford to pay that amount. On 3/19 upon checking my business bank account the full amount of $1219.98 was debited from my account. I did not authorize this charge to my account. I have disputed it with my bank but they are making me jump through hoops for something I did not authorize. As stated, I am self-employed and this is how I pay my business and personal bills. This debit from my account has now created a financial strain. I need this money refunded to me immediately. I feel ADT needs to compensate me for defrauding me into this contract and for the service they really did not provide. In lieu of filing a lawsuit, I am requesting the $1219.98 fee and a refund of my fees paid for all contracts and no early termination fees.

  

  Business Response

  Date: 04/11/2024

  We reviewed the account and confirmed that *************** had the system installed on 12/12/2023.
  
  On 1/31/2024 *************** called in said she did not know when the keypad was replaced a new contract started.
  
  *************** mentioned she wanted to cancel sold the home.
  
  The customer service agent assisted *************** and let her know the contract started over and there would be a balance of contract fee remaining.
  
  The customer service agent transferred *************** to the relocations department.
  
  *************** spoke to the relocations department.
  
  The customer service agent assisted *************** and submitted the cancel request.
  
  The customer service agent let *************** know the remaining balance of contract fee was $1175. *************** mentioned she was aware of the balance.
  
  The actual amount was $1219.98 remaining for the balance of contract.
  
  On 3/20/2023 *************** was charged $1219.98.
  
  On 3/21/2024 *************** reached out to ADT via online wanted to know why she was charged $1219.98.
  
  The online agent assisted *************** and let her know the charge of $1219.98 was for the balance of contract fee.
  
  We reached out to *************** to further assist she mentioned she did not know the contract started over when the keypad was replaced requested a refund for the balance of contract fee.
  
  We advised *************** that the contract was for 36 months and let her know if she relocates the fee can be waived.
  
  As a goodwill gesture we placed a 1-year credit on the account due to *************** fulfilling one year of the previous contract that started 10/25/2022.
  
  A credit of $707.88 was applied to the account.
  
  Based off the review of the account the balance of contract fee was returned to the account on 4/11/2024.
  
  There is a balance of $512.10 remaining on the account.
  
  We reached out to *************** to follow up and did not get a response.
  
  We will assist *************** as needed once we get a response. 

• Initial Complaint

  Date:04/03/2024

  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 canceled ADT service May of last year. I had a credit of $400-ish. They never closed my account and now I have a $21 balance. I don't want my money I just want them to go away and leave me alone.

  

  Business Response

  Date: 04/12/2024

  Upon review of the customers account, ********************** waived the $21.83 account balance for the customer, out of courtesy. ********************** has left messages for the customer with *********************** contact information on 4/4/2024 and 4/8/2024. 

• Initial Complaint

  Date:04/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Awful customer service. They refuse cancel my account, we are getting transferred to multiple reps and still no cancellation. Account number *********

  

  Business Response

  Date: 04/04/2024

  We were able to speak with **************** regarding his concern.His complaint was he had been trying to cancel his business account with ********************** but when he called in to cancel, he was told they were unable to do so. He has been transferred around several times.
  
  **************** had two other ADT accounts attached to the business one and that was the issue for the cancellation team. We have gone in and cancelled the business account only as of 2/29/2024 and waived the cancellation fee since he is keeping his two residential accounts active.
  
  We have emailed **************** a confirmation email and he was satisfied with the resolution.

  Customer Answer

  Date: 04/04/2024

   
  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:04/03/2024

  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.

  On February 26, 2024 I had ADT come to my home and install a front door camera, and 1 indoor camera. I had called ADT a few weeks earlier and was quoted $64 for 36 months (until the equipment was paid for) and then my bill would be $45 monthly. I signed an agreement on the day of installation on a small handheld I-Pad. The installer told me I was signing off that 1-The equipment was installed correctly, 2-That I agreed to allow monthly billing to go on my **************** card, and 3-If I cancelled early there would be charges. I had no idea I was signing an agreement to pay over $1000 for $200 worth of equipment that would raise my bill to $86 dollars monthly. When I received my first charges on my **************** I reached out to ADT and asked them what had happened. I was shuffled between several customer service representatives. All of them stated the same thing (except for one man who actually told me I had been lied to and he was going to transfer me to someone else who I could argue with some more!). I was told "You signed a contract, and you had 3 days to change your mind. Well, I didn't receive a bill in 3 days or this would never have happened. ADT is using a bait and switch on customers and then basically laughing in the consumers face when called out on their deceptive nature. I offered to pay the $64 dollars I was originally quoted, but not the additional charges. They still state there is nothing they will do.

  

  Business Response

  Date: 04/08/2024

  ADT has reviewed ***************** account and finds that the monthly amount **************** is being billed matches the amount listed on her service agreement with ADT. ADT also finds that additional equipment was added the day of installation. ADT attempted to contact **************** on April 4th,5th and 8th and left voicemail on each occasion. 

  

  Business Response

  Date: 04/09/2024

  ADT was able to make contact with **************** on 4/8/24. ADT agreed to lower Ms. ******* monthly monitoring rate rectify her concern. *************** is satisfied with the resolution. 

• Initial Complaint

  Date:04/03/2024

  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 moved into *********** and had ADT as my security system. I thought it was a pretty good price for everything I was receiving but after a few days all the safety things stopped working on the app it was someone elses name address date of birth and credit card information so I call in and report it and nothing is done they have rude customer service not helpful and sometimes combative to me and my sister. The company really has a bad taste in my mouth they took money off of my sister card for no reason and couldnt give us a answer as to what that fee was for & overall this is a horrible company ALL my safety things didnt work AT ALL the doorbell camera died really fast it takes hours to charge and within minutes its dead and when I call and ask for another one they want to charge me full price Im just sick of this company.

  

  Business Response

  Date: 04/10/2024

  ADT called the customer twice and left messages. ********************** also emailed the customer but there hasnt been any follow up to assist with her concerns.