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

  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:03/31/2024

  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 been dealing with ADT for the last several months. Equity not working. Had new sensors sent and still not working. Sensors set off alarm when system isnt set. Had to disconnect several sensors due to them setting off alarm when not set. I asked before my 6 months was up and they told me they dont do that. Im paying for 5 years on a system I cant use.

  

  Business Response

  Date: 04/02/2024

  ADT made contact with the customer and discussed their concerns in full. At this time due to customer scheduling conflicts ********************** is unable to send a service tech to the home to complete any repairs or diagnose any on site troubles or faults. The customer accepted the continued temporarily rate reduction in monitoring in the meantime until a service tech can be scheduled at the home. The customer is satisfied with this resolution and will contact her ADT rep back in May to discuss additional options on the account. 

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT has sent our account to collections after months, literally months, of me working with an account manager. Our previous was supposed to be waived as we switched to self install. What ADT didnt tell me was that we had to self install to activate the switch. After our move, I never activated but paid our billing on time and was never late with autopay. So when we experienced a life threatening illness with our 6 year old daughter due to toxic mold in our rental home, we had to move out, and I called ADT to pause it. They then informed me I wasnt paying on the new self install account, but I was still paying on the previous account which was for an inactive home out of state. Our account manager assured me he waived our previous account fees because of our situation and put our new account on hold until we find a home to actually set the equipment up in. Were currently without a home so we cant install anything. We just got a debt collection notification for the old account. Were so upset, frustrated, and extremely disappointed. The customer service for ********************** and their systems has been awful and we want better help. We loved ADT since 2016 and cant believe this is happening. We dont know what else to do.

  

  Business Response

  Date: 04/02/2024

  ADT has reviewed Mr. ******* account and finds that *************** is owed a refund of $287.62. ADT contacted **************** on 4/2/24 and advised a refund had been submitted. **************** has been advised of the time frame to receive his funds. Further action was taken by ADT to remove any collection action on Mr. ******* account. **************** is satisfied with the outcome. 

• Initial Complaint

  Date:03/30/2024

  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.

  We've paid to have o/cameras installed in our home and on 4 of 8 work. when we follow up for appointments the keep canceling without our notice to complete the job, show up unprepared and have to return and still do not finish the job, and then reschedule and cancel.

  Customer Answer

  Date: 04/01/2024

  ---see attached contract---

  

  Business Response

  Date: 04/10/2024

  ADT spoke with Mrs. **************** and apologize for the frustrating concerns and experiences with their installation. The customer was also in contact with the local office and a service tech was at the location 4/6 which led to a return trip on Monday 4/8 to resolve the installation concerns. ADT will be issuing a refund of $118.97 to the customers card that was charged for a service appointment on 4/2 as well. Weve advised the customer to please allow 3-5 business days for the refund to post. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21508827
  
  The tech just arrived after we waited for 4 hours during the window from 1pm-5 pm pst and we have to reschedule with a new date of May 2, 2024, between 8 am-9 am. The level of poor service provided has been beyond concerning. Yet, we are inconvenienced again with having to take more time off to have newly installed cameras repaired hat are nonfunctioning for a month now. At this point, we need to be compensated for not only our time and inconvenience but non-use of the cameras for over a month and we cannot get in touch with ************************* Executive Response & Resolution Customer Relations ************************************************* (o) ************************ As he has not been timely in his responses to my emails I have not been able to contact him at the aforementioned.  Replacement; Store credit; Finish the job
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/03/2024

  ************************************* D661 has been informed that the work order he
  has is different from what the previous salesperson and tech offered us
  when we paid for such services.
  This is an ongoing issue because we were supposed to add a monitor and
  the recorder to transmit the image to the ** but now its being told
  otherwise. The person who installed the wires did not hardwire the
  cables. According to ***** the salesperson overpitched or gave us
  misleading information and now were getting the runaround once
  again.****************** says he provided an MVR who connected DVR in laundry
  room to connect to ** and said wasnt part of the sales package.
  This is totally unacceptable.
  At 2:45 pm pst today attempted to speak with you and was informed you
  were on a another line I called the corporate office and spoke with
  Marcs ****** as I was dissatisfied with his resolution and asked to
  speak to someone higher than him. However, he insisted that he is a
  manager and repeatedly stated to me that he was denying my request to
  speak to his supervisor or someone higher.The level of service displayed
  is not only atrocious but unacceptable as Ive never had such poor
  service and lack of communication, professionalism, and support for a
  dedicated client.I am expected hear from someone to seriously address
  our concerns and adjust our bill as appropriate.

  Billing adjustment; Contact by the business; Mislead customer which was
  determining factor in going with the company for services not included

  

  Business Response

  Date: 05/06/2024

  Our local office followed up on the service concerns with the equipment that was installed and confirmed that all five cameras are now working. The concern they have is that they construction done at the home and designed the wire runs and all camera locations based around being able to connect the ** in the living room to the camera system. The customer has been advised there was never a wire ran from the ** to the laundry room where the camera system was strategically placed for this reason. While any additional work / equipment to be installed that was not included in the original agreement would be chargeable, we are looking into the costs associated with addressing this further. The customer has been provided with an additional credit towards their bill as well. 

• Initial Complaint

  Date:03/30/2024

  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 30, 2024 P.O. *********************************** *************************, CEO ADT ****************************************** ADT Account #: ********* Dear ******************:On the original installation (September 16, 2021) of our ADT security system the installer (*******************************) damaged our interior and exterior walls. We called ADT on many occasions, were placed on hold for very long periods of time, we spoke to many different representatives, the communication got lost, they said they would note the account, and someone will call back. No one has ever called us back and we have been very patient in waiting for our request for our refund of $2,000.00 that a contractor charged us to make the repairs to the damages caused by the installer.We requested to end our service with ADT and the representative said we have to pay $3,575.22 to discontinue our service or it will show up on our credit report as a negative inquiry. They claimed we signed a 3 year contract and now must pay in full. The original installer never took the time to explain the contract due to COVID-19 / social distancing and rushed through the entire process. As a result 3 window sensors were not installed making our home vulnerable to intruders. When we were not at home, the sensors malfunctioned and called the police.We have cameras that are malfunctioning and ADT has refused to fix them.We are being held hostage to pay this fee of $3,575.22 for requesting to discontinue our service or it will show up as a negative inquiry on our credit report. ADT has avoided for months to refund us for the damages we spent to repair our interior / exterior walls.If we signed something that was complicated, that wasn't explained to us, we feel we were tricked, and now ADT said you pay up or we will ruin your credit. This is just so wrong.Cordially,******* Register ************ ********************** Cc: Better Business Bureau, **************************************************

  

  Business Response

  Date: 04/09/2024

  We contacted the customer and he advised there were damages to his wall during the installation. We submitted a damage claim for the customer. We are currently working on a resolution for the customer. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21508721
  
  I am rejecting this response because:

  Dear Ms. ********************* reviewing ***** ADT customer complaints filed with the **********************, I have recognized that your company has a long history of bullying customers that share very similar experiences as myself. This demonstrates that your company has a very negative pattern of poor business relations with your customers. My sincere apologies for not knowing what your protocol is for filing a claim because this is the first time my home was damaged by an ADT employee. With ***** ADT customer complaints filed with the ********************** your employees need more training so that ADT can provide better service to its customers.
  
  Please note, when I stated that I wanted to stop my service with ADT, your representative told me it would cost me $3,575.22 to break my 3 year contract (please note my contract started September 2021; we are now in April 2024). I told the representative I was a good Samaritan by not charging your company $2,000.00 for the repairs caused by your contractor. The additional cost that occurred after an over the phone quote of $250 before the contractor came to fix my home.
  
  Your company has forced me to make a payment plan of 8 payments of $447.00 on the 28th of every month starting in April or a negative blemish will appear on my credit report. Please note your company that even though I made payment arrangements with your company, on April 11, 2024 ADT tried to take funds out of my account prematurely. This is very unethical.
  
  Please note, on the original installation (September 16, 2021) of our ADT security system the installer (*******************************) damaged our interior and exterior walls. We called ADT on many occasions, were placed on hold for very long periods of time, we spoke to many different representatives, the communication got lost, they said they would note the account, and someone will call back. No one has ever called us back and we have been very patient in waiting for our request for our refund of $2,000.00 that a contractor charged us to make the repairs to the damages caused by the installer.
  
  We requested to end our service with ADT and the representative said we have to pay $3,575.22 to discontinue our service or it will show up on our credit report as a negative inquiry. They claimed we signed a 3 year contract and now must pay in full. The original installer never took the time to explain the contract due to COVID-19 / social distancing and rushed through the entire process. As a result 3 window sensors were not installed making our home vulnerable to intruders. When we were not at home, the sensors malfunctioned and called the police. We have cameras that are malfunctioning and ADT has refused to fix them.
  
  We are being held hostage to pay this fee of $3,575.22 for requesting to discontinue our service or it will show up as a negative inquiry on our credit report. ADT has avoided for months to refund us for the damages we spent to repair our interior / exterior walls.
  
  If we signed something that was complicated, that wasn't explained to us, we feel we were tricked, and now ADT said you pay up or we will ruin your credit. This is just so wrong.
  
  Cordially,
  
  
  ******* Register
  
  

  

  Business Response

  Date: 04/24/2024

  ADT stands behind their decision. The account has a balance due in the amount of $3575.22.Out of the balance, $1389.64 is for the equipment, $1559.26 is the early cancellation fees and $626.32 is the past due balance. We are offering to discount 60% from the past due and early cancellation fees. We are not able to discount from the equipment balance. We also submitted a damage claim. The claim number is ***********.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21508721
  
  I will unfortunately agree to your offer below:
  >
  > $1389.64 equipment
  >
  > $623.70 early cancellation fees (60% off)
  >
  > $250.53 is the past due balance (60% off)
  >
  > $2,263.87 TOTAL
  >
  > Broken into 8 equal payments of $282.98 with the payments starting on May 28th and the 28th of every month.
  
  Sincerely,
  
  ******* Register

  

  Business Response

  Date: 05/06/2024

  We contacted the customer and advised we cant break the payments up into 8 payments. The account was sent to collections. We advised the customer he might be able to set up installments with the collection agency. We provided the number to the customer.

• Initial Complaint

  Date:03/30/2024

  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.

  Called ADT to originally cancel service, I was promised 5 yrs fixed at ***** to keep it at that rate. I have been with them for almost two decades now. I Was still charged the following month for $ 92 but after my 4 call that at least was fixed but still no one can complete the 3 or 5 yr. Locked the amount in . The last person I spoke with said I would have to call back Next year. No one higher up could help they said because it was already entered in. I dont want to have to keep calling back every month let alone every year to complete what I was promised 3 months ago.

  

  Business Response

  Date: 04/10/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured. After review of the account, we explained there was a recent rate lock extension submitted on 03/27/2024 for 12 months at $34.99 before taxes. We explained since there was a recent rate lock processed on the account, we cannot cancel or change the extension time. The customer stated she was already informed she has to wait a year before can call again for a new rate lock. We apologized and explained that is correct. As a goodwill courtesy for the inconvenience and the customers tenure, we applied an additional 2-month billing credit in the amount of $74.52. The customer accepted the offer and is satisfied with the resolution.

• Initial Complaint

  Date:03/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used ADT for my last two homes. At the end of 2023, I sold my home and left the security equipment for the new homeowners who signed on as ADT customers. In February 2024, I received an email stating that I owed ****** with no explanation or itemization of charges. I immediately contacted the sales representative that originally sold me the system to question the charges. I was advised not to pay the bill, as I was not responsible for those charges. He told me he would handle it from his end. However, ADT auto charged my credit card anyway for the ******. I have been calling ADT customer service to get the matter settled. I spoke with representative, ****, who verified that the new homeowners are using the same equipment and that I should not have been charged. He stated that I am owed the refund, however there has been no movement on their end to issue the credit for ******. On follow up calls, I have been transferred from rep to rep and when I ask to speak to a supervisor, I am told they are all "in a meeting." I left my phone number to receive a return call from a manager but have yet to hear back. Yesterday, when I requested, for a second time, a confirmation email stating that my refund is being processed, my call was conveniently cut off. The rep did not reach out to me or send the requested email. I am currently having a new home built and had planned to have ADT installed again prior to this situation. I even have gone so far as setting up an appointment for 4/23 with a sales rep. ** until this point, I had been happy with my ADT service over the years, however I am second guessing using ADT for a third time after experiencing their questionable billing practices. I am not even sure why they still have my credit card info on file, months after my contract ended, considering I no longer have access to my account online. I am asking ADT to issue the credit in the amount of $****** immediately to resolve this matter.

  

  Business Response

  Date: 04/02/2024

  ADT reviewed ************************** concern and finds that the charge of $458.42 withdrawn on 2/28/24 is the remaining balance for the equipment installed 12/5/22. ADT has provided ************************ with a copy of her agreement with ADT detailing the obligation to pay the remaining amount. 

  Customer Answer

  Date: 04/03/2024

  Complaint: 21507960
  
  I am rejecting this response because:

  ********************** response is unacceptable. After speaking with ****************** yesterday on the phone, I was advised that I had been "misinformed" by the multiple ADT agents that I spoke with previously regarding action #*********. When I last spoke with the agents, I was told that a credit in the amount of $458.42 was being processed and that the credit should be reflected on my credit card statement within 3-5 business days. Yesterday, ****************** stated that I was "misinformed" and that I was contractually required to pay for the equipment. I immediately asked ****************** if he could provide me with itemized documentation showing how the amount of $458.42 was calculated as I can no longer access my ADT account. The document he provided is an account overview not an itemized invoice as requested. Please note the attached document. 
  
  In addition, the statement he provided reflects a charge in the amount of $62.14 for "service." ****************** assured me that the $458.42 was for equipment only, not "service." After receiving the document yesterday afternoon, I responded to ********************** email, once again requesting a copy of an itemized invoice to support the amount of $458.42 that I was charged. It should be a simple enough matter to provide a customer with a copy of an itemized invoice, however ****************** has not been able to satisfy my request and has not responded to my email. I think that any consumer that is auto charged a fairly substantial amount of money would question why there is no documentation to backup the charge after multiple requests over a period of several weeks. 

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

  

  Business Response

  Date: 04/04/2024

  ADT contacted ********************** on 4/3/24 and has agreed to refund $62.14 that she is disputing. ************************ has been advised of the timeframe to receive her refund.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21507960
  
  I am rejecting this response because:I have yet to receive the promised ADT credit in the amount of $62.14. I was charged for monitoring for the month of March even though I was no longer a customer of ********************** as of December 2023.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 04/12/2024

  ADT processed the refund of $62.14 on 4/3/2024 and the customer should receive it within 7-10 business days. 

• Initial Complaint

  Date:03/30/2024

  Type:Customer Service 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 May 19, 2021 I contacted ADT to upgrade our video security system from 12 camera to 16 cameras. They sent a technician out one was *** and the other was *****. The technician did a great job converting this process over. The technician had me sign his I-pad stating that I would go into another contract with ADT for 3 years and that he was taking the old 12 camera *** with him. I asked ADT customer service person why I am being charged so much more that my other location and she stated that the *** was not returned. I stated that the tech did take the 12 camera *** with him and put it in his vehicle. I had no use for their old equipment. This was on March 14, 2024.After several calls to ADT they said we apologize for overcharging you and we will have to mail you a check for $3,910 since May 19, 2021. Just give us 10 days to get this transaction done.I called ADT yesterday on March 29,2024 and the customer service person named **** said your check was denied. I stated that this is fraud and I will not tolerate this. You cannot overcharge people and expect to get away with this. She said I will have a supervisor call you.I am writing this complaint to the BBB to inform you that ADT is practicing fraud and I will not tolerate this.I plan to inform other authorities including ************************ in ******* ************************ and ************************ in ********.

  

  Business Response

  Date: 04/09/2024

  After reviewing the account, it appears the billing is correct. We reviewed the original contract for the cameras that was installed on 12/20/2018.  The monthly *************** Plan rate was $83.90. When the customer upgraded the cameras on 05/06/2021, the monthly *************** Plan rate increased to $138.37. The customer was also being billed $40.97 a month for the alarm system before the rate increases. The customer rate has recently been reduced to $76.71 for 6 months for the *************** Plan and $37.99 for the alarm system. We attempted to contact the customer by phone on 04/02/24 and 04/03/24 with no response back.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21507900
  
  I am rejecting this response because: This was not the agreed terms. I have another restaurant that is being billed $186 for the same equipment and service. Their customer service person said they were over-charging me. I did not get any calls from ADT.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/18/2024

  We attempted to contact the customer on 04/12, 04/18 and 04/15 by phone with no response. Could the customer confirm if ************ is the best number or is there another number to call? We were able to find another address at ************************************************************* Is this the location the customer is referring to?

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21507900
  
  I am rejecting this response because: I do not have any calls from ADT. If you do call please leave a message so I can return your call. You can also reach me by emailing at ******************* There are numerous ways to get in contact with me ************.
  
  Sincerely,
  
  *******************

  ************

  

  Business Response

  Date: 04/20/2024

  ADT has attempted to reach the customer on 4/12, 4/15, and 4/18, we have not been successful or received a call back. 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21507900
  
  I am rejecting this response because: The have not called me at ************. If they called like they stated, then why didn't they leave a message? These are false allegations. All they have to do is email me or call and I will respond.

  ******************

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

  

  Business Response

  Date: 04/29/2024

  We contacted the customer and reviewed the account with the billing issue. The customer upgraded his camera system back in 2021 and the billing wasnt cancelled. We back dated the billing cancellation and submitted a refund in the amount of $3148.72.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21507900
  
  I am rejecting this response because: I have not received the overcharged payment of $3,148.72 from ADT. I do not want them to apply a credit it must be a check that is mailed to my address.

  STR Partners, LLC- *******************

  2 Rain Forest Ct.

  Wildwood, Mo 63011

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

  

  Business Response

  Date: 05/01/2024

  We contacted the customer and made aware we must submit the refund back on the original card first. If the bank returns or rejects the refund, then we are able to mail a check.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21507900
  
  I am rejecting this response because: I need ADT to call me and let me know how they will proceed. If not a call then an email, I would prefer a check mailed to my Corp address:

  Bell of Houston- *******************

  2 Rain Forest Ct.

  Wildwood, Mo. 63011

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

  

  Business Response

  Date: 05/06/2024

  We contacted the customer on 05/06 regarding the refund status. We explained the bank didnt reject the refund. He is going to check with his bank regarding the refund. 

• Initial Complaint

  Date:03/30/2024

  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.

  Since installation in August 2023 to March 2024, my ADT cameras have been either sleeping and saving battery, or not available. Numerous complaints have been made to customer ******************** but each time they have sent technicians demanding payment for visits and not fixing the problem even after fitting their own booster. All this time they have been buying time so that after 6 months I get charged for cancellation. I have honored my part of the contract by paying my monthly dues timely. They have breached their part of the contract by not providing the services I have been paying for. They are demanding over $2,000 if I cancel. How fair is this? My complaint was made within the 6 months. Why is it that I should suffer the cost when they are the ones at fault? This is clearly daylight robbery and bullying with no shame at all.

  Customer Answer

  Date: 03/30/2024

  A screen shot of one of the problems I have been having with the camera

  Customer Answer

  Date: 04/04/2024

  A manager from **************** called me on  Monday 4/1/2024 and promised  to send a local agent in my area to fix the problem.  She said she would call back later with the details. She did not. Instead,  ADT made an unauthorized entry into my bank account the same day in 4/1/2024 and withdrew $1619, and created an overdraft. No one has followed up to explain why or sent anyone to fix the camera problem. I feel bullied and violated. This is not right. 

  

  Business Response

  Date: 04/09/2024

  ADT scheduled a service call for 04/04/2024 and has repaired the cameras. The customer has confirmed the cameras that the cameras are working properly. We submitted a request to reinstate the account. We are currently working on reinstating the account and the flex fi equipment loan.Once the account is reinstated, we can process a refund to the customer. 

  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:03/29/2024

  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.

  I called at the end of February to cancel my ADT service for my home I was moving out of March 8th. I was told service would be canceled. In a later conversation in the middle of March, I was then told that I had to pay for another 30 days . This was not mentioned before. However, I accepted it. Then I got bill for the month of April as well ( 2 more months) when I called to complain and asked why it was not canceled, I was told that it would now be canceled ( still hadnt been done) and I would have to pay for another 30 days. This I refuse because it was supposed to be canceled. Also, I kept getting transferred on phone each time giving the same information about myself, I was transferred no less than five times. A representative finally told me that my service would be canceled , I would not billed in April, and she would send me an email confirmation . However that email confirmation never came . I did receive another bill for the amount of $44.87. My account should have been canceled at the end of February and I should no longer owe $44.87. I would like my account officially canceled and confirmed. I want my auto draft stopped and all bills, final and done.

  

  Business Response

  Date: 04/01/2024

  We have reviewed Ms. ******** account and we have cancelled the service as of 3/8/2023. We have waived our normal thirty-day notice of cancellation policy and waived the bill of $44.87 that was due on 4/15/2024. We have also refunded her most recent payment of $44.87 from 3/15/2024. The funds will be available within five to seven business days.

  Customer Answer

  Date: 04/02/2024

   
  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:03/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business charged me for services not provided during my disconnection period JAN-MAR 2024. I was unable to use their product for the ********************************************** for those 90 days after I accepted their offer to re-activate my account. I contacted their customer service several times and I was denied a refund. Please help me to resolve this case.Account# *********

  

  Business Response

  Date: 04/04/2024

  We reached out to the customer and apologized for any frustration endured with the service. After review of the account, we explained the service was reactivated on 03/28/2024, which the customer did receive a bill reflecting the invoice covered 01/29/2024 through 05/19/2024. After further review, the customer paid the previous bill for the month of January of $15.28, which the customers initial service did not cancel until 01/29/2024. We explained there were two billing adjustments applied for $10.81 and $9.99 to cover the January monthly fee that was paid that reduced the remaining bill to $94.64. As a goodwill courtesy, we agreed to refund the $74.66 that is subtracting two months of monitoring out of the amount paid. We explained the monitoring fees are covered until 05/19/2024. We also explained the refund will be received back to the payment method within 7-10 business days. The customer is satisfied with the resolution.