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

  6931 Vista Pkwy N Ste 16 West Palm Beach, FL 33411-2720

  
• 

  ADT Security Services

  2801 Gateway Dr Pompano Beach, FL 33069-4324

  
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  ADT Security Services

  125 Av. Eleonor Roosevelt San Juan, PR 00918-3106

  
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  ADT Security Services

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  

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:03/29/2024

  Type:Order 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.

  Contracted with ADT for security installation and monitoring services on 2/23/2024. Equipment was never fully operational despite two service repair appointments. In addition, company did not honor promotional pricing as outlined in written contract. Due to the above services cancellation notice was given within 3 day right of recission per contract. Cancellation reference number was provided and equipment was removed. Company continues to bill for services never provided. At least 10 phone call conversations were had with ADT ****************** and still no resolution of returned funds and discontinuation of on-going billing and late fees. ADT Account # *********. Service Address: ***************************************************************. Cancellation Ref #'s ********* and *********.

  

  Business Response

  Date: 04/08/2024

  We reviewed the account and confirmed that ************** had the system installed on 2/23/2024.
  
  On 2/23/2024 ************** called in wanted to know why his bill is higher than what he was quoted wanted the account cancelled and the equipment removed.
  
  The customer service agent assisted ************** and submitted a branch action for a manager to call him.
  
  On 3/6/2024 a manager reached out to **************, ************** mentioned he wanted the equipment removed.
  
  The manager assisted ************** and set a service appointment for 3/7/2024 for the equipment to be removed.
  
  On 3/7/2024 a technician went out and removed the equipment under the 3 days Right of Recission.
  
  On 3/15/2024 a credit of $1520.57 was placed on the account to cover the equipment balance due to the equipment removal.
  
  On 3/29/2024 ************** called in said he cancelled the account, and he was still being charged requested a refund and wanted the billing to stop.
  
  The customer service agent assisted ************** and submitted a cancel request advised once the account is cancelled, a refund will be processed.
  
  We reached out to ************** to further assist let him know the credit was applied to the account to cover the equipment cost.
  
  ************** mentioned he wanted to be refunded for the billing charges.
  
  We assisted ************** and processed the cancel request for the account to be cancelled.
  
  We advised ************** that he will be refunded $135.89.
  
  The refunds were processed on 4/1/2024 and 4/5/2024. 

  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 the full refund is satisfactory to me. What's not satisfactory is the inordinate amount of time and effort on my part to get to this resolution. From the sales to installation to deinstallation to finally getting the desired result was a nightmare. Things didn't start moving to a resolution until I contacted the BBB. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/29/2024

  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 started with ADT in March of 2023. The technician gave me everything I didn't want. I called in about him and told them that I didn't want the sand technician to come back. He came the next day after the installment and was rude and told me . " I told you if you had any problems to call me directly " *********** has taken additional money that was not explained. Charge for service a charge for , etc. I took payment off auto pay. I paid monthly on my on. They then proceeded to charge me the entire balance. I tried to work out a plan and the amount wasn't taken out at said time. Now my services have been turned off.. I just want to get on an affordable plan and have my equipment work. I am not trying to have my credit blemished. I want a plan to work out my account.

  

  Business Response

  Date: 04/06/2024

  After reviewing the account, it appears the charges are valid. The customer started ******************** with ********************** on 08/11/2022. The installation charge was $2152.58. The monthly equipment fee was $35.88, and the monitoring fee was $55.99 a month. The auto pay was removed from the account and the equipment charge was billed out in full on 07/12/2023. The account was cancelled for non-payment on 01/11/2024. The balance due on the account is $2603.10 which includes the early cancellation fess (*******) and the equipment balance ($658.98).  We contact the customer and advise to reinstate the account; she must submit a payment in the amount of $658.98. Once the account is reinstated, we can schedule a service appointment to check the system. If the customer decides not to reinstate, we are offering to discount 50% off the early cancellations.

• Initial Complaint

  Date:03/29/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an ADT system installed on 1/21/23 and on that date I was told by ************************* that I would be making payments of $10/mo for 5 years to pay back the approx. $600 install fee of the system. He confirmed that the remaining amount could be paid in lump sum at any point, to which I was fine with. I was then asked if I would like to have monitoring services in addition, I asked if this could be cancelled at any time and he confirmed that I could cancel the services at any time, but no matter what I have to make payments or remaining amount on the install. I agreed to the additional monitoring service under the impression that I could cancel at any time. I also made it known I was likely going to be be moving within two years and likely not be needing the equipment/services. Again, I was told that it was no problem just call us to cancel or transfer anything to where you move to. I am looking to move in a couple of months and called ADT on 3/29/24 to cancel and was told that I would owe $2,400 for the remainder of the installation and monitoring services for five years. I was expecting to pay the remaining payments for the install but it was complete news to me that I signed a contract for 5 years of services. I know for a fact, without a doubt, I would have NEVER signed a contract for 5 years of service knowing very well that I was moving and would no longer be living alone. Again, I was under the impression anything to do with five years was for the $10 monthly payments. I firmly believe that the salesman, ************************* duped me. While yes, I did sign the contract that states in small print that I agree to five years of services I did not agree to that portion of the contract. It is also interesting to see that an agreement such as that is in small print under the larger portioned installation costs that make it appear that is the amount I would be paying on. Had I known about the five year monitoring services agreement, I would have never went with ADT services.

  

  Business Response

  Date: 04/04/2024

  Upon review of the customers account, ********************** left messages for the customer on 4/1/2024 and 4/3/2024 with *********************** contact information.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21505117
  
  I am rejecting this response because: Each time the representative has called me and I missed the call I called back. Left a message on 4/2, called back on 4/3 and was told ******* was on the phone, called back 4/4 and was told again ******* was on the phone.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/10/2024

  Upon review of the customers call with our agent on 1/13/2023, ADT found that our agent advised the customer that the customer was on a ******** agreement of $10.58 for the equipment per month and $59.99 for the monthly monitoring. ADT spoke to the customer and made her aware. Out of courtesy, ADT agreed to reduce her Balance of Contract to $1238.66. The customer was pleased.

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/29/2024

  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.

  ******** Just got off with a rude employee name **** ID ****** she refused to transfer me to Manager. I had an appointment Window from 8-12. I was called and told that my tech was going to be 30 mins late. Then the tech called me back and said he was going to be here at 1:00 this is unacceptable.

  

  Business Response

  Date: 04/09/2024

  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, the customer was scheduled for an installation appointment on 03/29/2024 from 0800am-12:00pm.After further review, the customer was contacted by our Scheduling Team at 12:11pm and informed the installer was running late and would arrive around 12:30pm. The customer was offered a $25.00 billing credit for the late commitment, which the credit was applied onto the account that same day. We have sent a coaching to the agents immediate Supervisor to review the recorded call and provide coaching according to our Human Resource Policy. As a goodwill courtesy for the inconvenience, we issued an additional credit for $32.36 to take care of the remaining monthly monitoring fee. The credits applied to the account has taken care of the monthly monitoring fee covering 03/29/2024 through 04/28/2024. We are closing this case due to no response. 

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/29/2024

  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 11/15/23, a technician came out to transfer our ADT services from a previous address. Because we had been a loyal customer with ********************** for over 10 years, we were quoted with a price of $69 due at installation. It had been a frustration with scheduling because we were in the moving process, and since we were traveling for the holidays, we wanted the installation completed at this time. I was the sole adult home with a sick toddler while my husband was at work. My husband had been in contact with the sales rep but sent me the order quote. When the technician went over the contract with me, it was $600 instead of the $69. I told him that was wrong. He explained that the sales representatives mess up regularly and there was absolutely no way to get the installation at the quoted price. I called my husband (a teacher) and we had to try and briefly communicate with him about the misquoted price. We forwarded the quote to the technician. He stepped outside and called his manager to discuss. He said his manager agreed that it was a mistake and they were offering us the absolute lowest price, but they would throw in a ****** Home to make up for it. I told him I didnt want a ****** Home, but I was concerned to push it much further being a female and home alone with a sick child. He insisted that the sales team had messed up. I felt stuck because we had spoken to a manager at that point. He installed the equipment. I contacted customer service via my email and was emailed back asking for a time to set up a call. I missed the call, but I emailed again to reschedule. I was not contacted again. Our equipment has messed up consistently since then and when I contacted customer service today, I was misinformed that my account was closed. They got that fixed, but I was told that if a technician comes out I may be charged again. The account manager told me that I should have talked to them about the equipment issue. I feel lied to, taken advantage of, and stuck in a contract.

  Customer Answer

  Date: 03/29/2024

  After I filed my complaint this afternoon, I was again unsatisfied with this company. The service technician did not call our home until 2:55 pm (call was scheduled for 2-2:30). I had an appointment at 3 and had to leave the home. When I called to reschedule, I was informed that our CO2 monitors (both the hall and upstairs) had shown as malfunctioning since November of 2023. We had this equipment installed in November 2023 after we moved into this new address. That means the equipment has never been monitored or working properly to address CO2. We had the propane tank filled at this address in November 2023 for around $600 (I can get the receipt through Southern States).  We smelled gas in our home around the gas fireplace, which was not turned on, in December 2023. It was a small odor, and we believed it was the fireplace venting. We discussed that the CO2 monitors would go off if it was of concern.  The odor increased significantly. We shut off the main valve to the propane and called a plumber out. He found a significant leak by the fireplace and repaired it. We called Southern States and were notified that the propane tank was at 0% now, and it will be $800 to refill the tank. 
  So, I am now asking for our tank to also be refilled by ADT since the monitors have never worked. We were in significant danger from the propane leak and paid double for this faulty equipment. Thank God I am not having to ask for funeral expenses along with our tank and monitoring services refunded. 

  Customer Answer

  Date: 04/04/2024

  I was contacted by customer ******************** on **/**/** to attempt to resolve this issue. I was offered a courtesy credit of $250 for the frustration of the equipment not monitoring correctly. I denied this resolution. The customer ******************** representative was rude, raised his voice, and said he was just trying to be real with me and talk to me like he would his mother or his sister. I stated no. I wanted to be talked to like a customer, not someone with a personal relationship. He said he may agree with me, but I should have never signed that contract so that was nothing to be done. I was again treated disrespectfully, told this was my fault, and they agreed with me and nothing they could do except the courtesy call. He is going to call the local branch to discuss my frustrations. We left it at that. 

  

  Business Response

  Date: 04/10/2024

  After review of the account ********************** listened to the sales call from 11/8/2024 and determined that the customer was properly quoted monthly recurring fee including estimated cost of equipment. ADT offered a $250 courtesy credit in which the customer declined.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21504662
  
  I am rejecting this response because:

  Reason #1:  the services call and quoted order from the document shows that a service fee of $59 would be the charge from installation.  We were told that at most the equipment would be around $300.  It was determined during the technician's walkthrough that we would not be able to have the ****** nest doorbell camera.  That should have made the equipment charge even less.  However, the amount for the actual installation of the equipment ended up being $600.  After SEVERAL attempts to work that out with the technician on the day of installation (calling my husband at work several times, him speaking to his manager, etc.), the end result was that the technician verbatim said that the sales representative had incorrectly quoted us the number and that "happens all the time." There was nothing more he could do because the $600 was the lowest cost he could give us as an ADT customer.  So, either that sales representative on the call that was apparently reviewed on 11/18 lied or the technician did on 11/15. 

  ADT is saying that the sales representative correctly quoted us the $600 on 11/08 on the sales call, which is false information.  I have attached a PDF of the quote that was sent to us after that sales call that shows a breakdown of $869 for equipment and then savings of that same amount.  The only reason I signed the installation contract on 11/15 was because I wanted monitoring for our home when we were traveling for Thanksgiving, and I felt strongly that we had the documentation to address the misquoted/incorrect price.  I told the technician I would be calling after my husband returned from work to address the mess up on the numbers.  He said that was a good idea.  ADT has done nothing but focus on the fact that I signed the contract and will NOT take any ownership on the poor business/ethical practices of completely quoting one number and then saying that was a mistake and we had no other options with them as a company.  I, as a customer, should not have to sift through unethical business models and comments to get a true price.  I would like audio and/or a transcript from that sales call on 11/08 with my husband emailed to me for my review as well.  I would also like the audio from the technician, *********, and his manager from 11/15 to be reviewed by ADT.  This should clear up exactly what was going on during the installation of the equipment and the mess up with the numbers. 

  Reason #2- the customer ******************** representative (Chance) that spoke with me on 04/04 could not tell me what the $250 credit was accounting for when offered.  He was also extremely unprofessional and escalated the conversation to a point of frustration that was unnecessary.  I would like a monetary breakdown of what fault that $250 is acknowledging because it seems like an effort for me to leave this concern alone instead of accurately addressing a mistake made my company employees.  I am asking for a reimbursement of the misquoted amount from the installation price of $600 to the initial quoted price of a *** of $300 (the absolute figure quoted can be reviewed when ADT reviews the sales call from 11/08 again). 

  Reason #3- in addition to the refund from the misquoted price, I am also asking for a refund for the monitoring of the carbon monoxide detectors.  When I spoke with a representative on 03/29 to address why the carbon monoxide detector alarm went off without an alert on the monitor, I was notified that the monitors were showing as malfunctioning.  They were showing as malfunctioning since 11/15 (the DATE OF INSTALLATION).  We paid $185 per detector, and we have 3 of those detectors.  I am asking for a reimbursement for the monitoring of those equipment pieces during the months of 11/15/23-April/24 (they still haven't been fixed because ADT attempted to charge $59 for a technician to come to exchange them, and I refused to pay them for someone to fix an issue that was incorrectly installed).

  Reason #4- I am also asking for monetary assistance from ADT for refilling our propane tank, which the $250 will not address.  We discovered a gas leak in January of 2024.  We had smelled propane in our home, but we were under the impression it was the gas fireplace venting because we did not have the gas fireplace or propane furnace on for use at that time.  We did not contact a plumber or ADT to address the smell because we have a carbon monoxide detector directly above the gas fireplace and were under the impression that if it was at an unsafe level, the monitor would have gone off (we had no way of knowing that the detector was malfunctioning and had never worked).  On our app, it showed the detector as a full battery and in use.  There was no notice (and still hasn't been) of any malfunctioning with the detector.  The smell worsened to the point that my husband was lightheaded, and two family members had headaches.  We shut off the main valve to the propane and contacted a plumber.  We had a gas leak in our home and were notified how lucky we were to still be alive.  We filled the tank in November of 2023 and relied on the usage of ADT equipment to assist us in knowing of a leak within the home.  There was a leak in the home that we had fixed by a licensed Master Plumber in January of 2024.  Had the ADT equipment been installed correctly or adequately notified us of a leak to begin with, we would have been able to avoid dangerous conditions as well as a completely emptied propane tank at this point.  On the customer ******************** call on 04/04 with ADT employee, Chance, he notified me that it was not ADT's responsibility for a faulty propane line.  I agree with that statement.  I explained that ADT is directly responsible for installing working equipment to monitor a home, which did not happen.  He would not acknowledge ADT's responsibility for the malfunctioning detectors.   

  I was in the middle of gathering paperwork from Southern States for the propane, the plumber (***** Plumbing and Electric), and the quoted items from the sales call in November to contact ADT customer service.  Before I was able to do that, the carbon monoxide detector went off on March 29, 2024, and I was able to speak directly to 5 different individuals that day.  That expediated this process, and for that, I am grateful.  I am also grateful that we somehow managed to survive an entire propane tank leaking into our home and not be deceased.  

  I am not satisfied with a $250 credit because it does not adequately address the monetary mistakes of ADT during the months of November 2023- April 2024 for my family, and it certainly does not adequately compensate for the emotional distress and frustration that I have experienced as a customer during this time.  We have been customers with ADT for over a decade.  This is our third home that they have monitored, and I can say it will be the last. 

   

  I am asking ADT to review the following to assist with sorting this situation:

  - the communication between myself and *************************** (sales representative) from 2023 that began working on our transfer from our old address to ***************

  - the sales call with my husband (*********************) again from 11/08 and provide the transcript that states $600 as the quoted price for the installation of the equipment. I do not know this individual's name, but he apparently "stole" the sale from ******* based on a conversation between ******* and my husband after the installation on 11/15.  ******* stated that there was nothing he could do to help us with the misquoted amount because the other representative had completed the sale.  He was frustrated and said "this shouldn't have happened." I would also like ADT to review that call. The other sales representative apparently closed my (*******************) account and opened one for *****, and now every time I call, they say that my account for *************** is closed.  This is because of a mess up from the very beginning where a sales representative stole a sale.

  - the order detail from the email sent on 11/08 to my husband's email address *************************** I also attached the pdf from the email. I would like someone from ADT to explain that order detail to me in comparison to what was installed.

  - I would like someone to review the phone call from 11/15 technician to his manager as well as the calls made to my husband that day. If possible, I would like a transcript of those calls as well.

  - The account manager (******) phone call with me, on 03/29 where I was told that customer service couldn't have helped me, and I should have known to contact account management.  She stated that she was just trying to educate me for future transactions with ADT.  Why should I need training for how to be a customer? 

  - I would like someone to review the phone call with customer ******************** (Chance) and myself from 04/04 to address the unprofessionalism.

  Again, I am asking for the monetary refund to account for a misquoted installation (ADT employee's words), the monitoring of malfunctioning equipment since installation, and the assistance with refilling our propane due to malfunctioning equipment not monitoring the leak within our home.  Again, I will reiterate the danger that put my family members in as well.  $250 does not address the first frustration, and that is why I do not accept that as a response made by this business to resolve this complaint.

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

  

  Business Response

  Date: 04/16/2024

  After reviewing the ****************************** determined that the customer was properly quoted. ********************** reviewed sales call from 11/8/23 and determined that the customer agreed to quote. If a customer decides they no longer want the ******************** or are dissatisfied with what they received, they have three days to cancel them without penalty. ADT offered a $250.00 credit as a courtesy for carbon monoxide detectors that were not working. The ADT carbon monoxide detector does not detect any propane leaks, so we are not liable for any reimbursement.

• Initial Complaint

  Date:03/29/2024

  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.

  The wrong cameras were installed and they do not work.We have spent hours on the phone with ADT to resolve this manner, to no avail.We are being lied to my ADT employees and have been for 6 months.

  

  Business Response

  Date: 04/09/2024

  We reviewed the account and confirmed that ****************** had the **** system installed on 10/1/2023.
  
  On 10/20/2023 ****************** called in about the cameras that were installed upset that he had to use a separate app for the cameras requested for the cameras to be removed.
  
  The customer service agent assisted ****************** and submitted a request for a manager to call ******************.
  
  On 10/27/2023 a manager called ****************** to address the issue with the cameras.
  
  ****************** mentioned he had to use 3 different apps for the system said he was told by the sales rep that it would be ADT system.
  
  ****************** requested for the cameras to be removed. The manager assisted ****************** and let him know the cameras he received are the cameras ADT provides advised the cameras could not be removed.
  
  On 11/13/2023 ****************** reached out to ADT via online requesting a separate account number for the ********************** system.
  
  The online agent assisted ****************** and let him know the sites were already attached and they did not have access to change the account number.
  
  On 11/30/2023 ****************** called in about the cameras said they dont connect to the ADT system and have no audio mentioned he has to use a different app to view the cameras.
  
  The customer service agent assisted ****************** and let him know all the ****** cameras and the **** cameras use a different app.
  
  ****************** requested for the cameras to be removed.
  
  The customer service agent assisted ****************** and let him know its past the 3 days Right of Recission for the equipment to be removed offered to add on ****** cameras.
  
  ****************** declined the offer requested for the contract to be cancelled and the balance of contract fee waived.
  
  The customer service agent advised ****************** to send a complaint letter and gave him the address to send the complaint.
  
  ****************** requested for his sites to be detached.
  
  The customer service agent assisted ****************** and submitted a request for the sites to be detached.
  
  ****************** requested to speak to a manager. The customer service agent submitted a request for a manager to give ****************** a call.
  
  On 12/1/2023 a manager called **************. ************** mentioned he had the pulse system at his previous home and the cameras he has now requires 2 different apps said he thought the **** cameras would be connected to the ADT system.
  
  ****************** mentioned he wanted the cameras removed.
  
  The manager assisted ****************** that the cameras could not be removed advised it was past the 3 days Right of Recession.
  
  We reached out to ****************** to further assist he said he received the wrong cameras requested for the cameras to be removed.
  
  ****************** wants to cancel under the 6-month money back guaranteed.
  
  We assisted ****************** and let him know we are waiting for a decision to be made on if the **** cameras can be removed.
  
  We will assist ****************** as needed once a decision is made. 

• Initial Complaint

  Date:03/29/2024

  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.

  OK, so this is gonna be kind of long. I signed up with ADT back in April 2023 unfortunately, it was with a safe street which I didnt realize at the time that they were doing this thing with another company So I proceeded to get my window and door alarms and at the time I did not have cameras I had just the doorbell and everything was working. OK then I decided to go ahead and get cameras installed and at the time the guy was adamant about switching over my doorbell camera to a ****** nest camera and I kept telling them over and over. I dont want the ****** doorbell the one I have now lets leave it. I had a panel issue that was a default with their system fast forward to now I just last week had the same thing happened with my panel again they charge me $59.99. I called the company back and I told him that I dont understand how they want to charge me a service call when the equipment is faulty. This company used to be a For a panel issue that was a default with their system fast forward to now I just last week had the same thing happened with my panel again they charge me $59.99. I called the company back and I told him that I dont understand how they want to charge me a service call when they equipment is faulty. This company used to be a good company, but now that theyve outsourced and theyve tried to upgrade has turned disastrous. I just read something about you have six months to get out of your contract. I tried to get out of my contract in the beginning and they told me no I was not allowed to so Im just going after false advertisement. I want out of my contract and I want compensation for the last year that Ive paid for for these horrible faulty Equipment not to mention none of the cameras thats a whole separate thing you gotta do with ADT you cant even go through even though they ****** nest products you have to pay ADT a $30 a month fee for your cameras to even record. This is deceptive. This is not what they told me in the beginning.

  

  Business Response

  Date: 03/25/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  **************** LLC
  ****************************************************
  ************
  Please forward this on to the correct company.

  

  Business Response

  Date: 03/28/2024

  Upon examining the customers account, it was determined that no complaints have been received regarding any issues with installed equipment.In fact, the customer placed an order for additional equipment during the 90-day warranty period with SafeStreets, which expired on July 26, 2023. After the warranty period, the customer account transitioned ************************ to ********************** for servicing,where a service fee may be applied at ADTs discretion. If the customer still desires to cancel their ********************, kindly direct them to contact ADT for cancellation instructions, as we no longer have access to their account. Since the equipment has been installed for nearly a year, this recommendation is strongly recommended.

  

  Business Response

  Date: 04/09/2024

  We reviewed the account and confirmed that ******************* had the system installed by dealer Safe Streets on 4/27/2023.
  
  On 7/20/2023 ******************* called in to get options on replacing the existing cameras that were installed by Safe Streets said she had no recording time the cameras were just live.
  
  ******************* mentioned one of the cameras was losing connection as well. The customer service agent assisted ******************* and created a quote which included 2 outdoor ****** cameras for the price of $717.
  
  The customer service agent sent the documents to ****************** via email for the document to be signed. ******************* wanted to know the monthly bill amount.
  
  The customer service agent advised ******************* that the monthly rate will be $57.99 and $21.61 for the equipment per month. ****************** wanted to know how long she will be paying for the equipment.
  
  The customer service agent let ******************* know she would be paying for the equipment for 36 months. ******************* decided to go forth with the quote. The customer service agent set the installation appointment for 7/26/2023.
  
  On 7/26/2023 an installer went out and installed the 2 ****** cameras and a ****** doorbell was added as well.
  
  On 8/3/2023 ******************* called in requesting for the doorbell to be switched back to a hardwired ******** said she could not talk to anyone through the doorbell she has now.
  
  The customer service agent assisted ******************* and let her know she would submit a manager call back for a manager to call her and further assist.
  
  On 8/7/2023 a manager reached out to ******************* and scheduled a service appointment for 8/10/2023.
  
  On 8/10/2023 a technician went out left notes that the doorbell was replaced.
  
  On 8/13/2023 ******************* called in said she had no power to the keypad. The customer service agent assisted ******************* and scheduled a service appointment for 8/15/2023.
  
  On 8/15/2023 a technician went out left notes that the power wire was pinched, and the wires were rewired.
  
  On 8/15/2023 ******************* called in requested a refund said she was charged $59 for the service appointment. ******************* mentioned she could not have caused the wiring problem with the keypad.
  
  The customer service agent assisted ******************* and placed a credit of $59 on the account and submitted a refund request.
  
  On 8/30/2023 ******************* called in to get the refund status. The customer service agent assisted ******************* and let her know the refund was denied.
  
  On 3/20/2024 ******************* called in said she was not able to arm the system from the app. The customer service agent assisted ******************* and did some troubleshooting over the phone to reboot the system.
  
  The system reboot did not correct the login trouble. The customer service agent scheduled a service appointment for 3/20/2024.
  
  On 3/20/2024 a technician went out left notes that the panel was remounted and rewired.
  
  On 3/20/2024 ******************* called back in wanted to know when the contract ends. The customer service agent assisted ******************* and let her know the contract ends on 7/25/2026.
  
  ******************* wanted to know if the contract was for the equipment. The customer service agent advised ******************* and let her know its a 36-month contract for the service and the equipment.
  
  We reached out to ******************* to further assist she said she had been having troubles with the keypad and the cameras not recording.
  
  ******************* mentioned she was not told she would have to pay for the recordings with the cameras and the keypad had to be rewired.
  
  ******************* confirmed she was not having troubles with the keypad at the time wanted to make sure it was noted on the account that the keypad had to be rewired.
  
  We assisted ******************* and let her know the technician left notes about the work that was done for the keypad on the job ticket.
  
  We advised ******************* that the Nest Aware Plus will add an additional $10 dollars to the bill for the continuous recording.
  
  We offered to adjust the monthly rate to $51.99 for the Nest aware Plus to be added for the cameras.
  
  ******************* decided to add on the Nest Aware Plus.
  
  On 4/9/2024 the Nest aware Plus was added.
  
  We advised ******************* the monthly rate will be adjusted to $51.99. 

  Customer Answer

  Date: 04/10/2024

  OK, as far as this panel having to be rewired twice does not sound like a problem on my end it sounds like it was not installed properly to begin with and I want to be assured that if they have to come out again and service this panel that I will never be charged if they cannot guarantee this then I will want to go to court over this

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21476209
  
  OK, as far as this panel having to be rewired twice does not sound like a problem on my end it sounds like it was not installed properly to begin with and I want to be assured that if they have to come out again and service this panel that I will never be charged if they cannot guarantee this then I will want to go to court over this
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/16/2024

  We reached out to ******************* to further assist and let her know the technician added notes to the service appointments for the work done to be notated on the service ticket.
  
  We advised ******************* that if a technician is needed to service the panel in the future the service appointment will be waived and added a note to the account. 

  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,
  
  *************************

  Customer Answer

  Date: 10/08/2024

  In April of 2023 I purchased an alarm system and ****** best cameras through ADT. Im currently having issues with my outdoor garage camera. I have called the number over and over and it just rings. I tried researching via ****** and ******* to figure out how to reconnect the camera. There are no instructions with ADT and they claim that they provide camera support as in helping with these issues. I am an older single woman and this is unreal the amount of issues Ive had with ADT in the past. I need someone to reach out and help me get this corrected

  Contact by business
  

  

  Business Response

  Date: 10/15/2024

  We reached out to Mrs. ******* to further assist and offered to schedule a virtual appointment. Mrs. ******* said that the camera is working now mentioned she will give us a call if she needs assist. 

  Customer Answer

  Date: 10/29/2024

   
  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: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.

  End of February and First of March 2023. Cancelling services without penalty or fees. Contract not valid when asked for only a year under the special circumstances but needed the service, along with incomplete contract. I need the fees dropped and services discontinued without any further contact with them.

  

  Business Response

  Date: 04/09/2024

  After reviewing the account, it appears the customer signed a ****** contract agreement. We contacted the customer and she advised she agreed to a ****** contract. The customer stated she didnt sign the contract.We emailed the customer documents to submit a fraud claim. We are still working with the customer regarding a resolution.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21502773
  
  I am rejecting this response because:

  This is an update on my complaint on ADT, which is number, 21502773.  ADT did sign for and receive my certified letter.  In this letter I requested a copy of the computerized paper I signed verifying that the salesman, *********************** was at my home at the appropriate time.

   

  To date, they have not provided a copy of that paper to me. 

   

  While I did begin the process of the contract, I did not complete it as I wanted to confirm it did not have more than a year of service.  When I last saw that paper, it said that I had completed 2 of 4 of the pages of the contract, I never completed the contract. 

   

  ADT quickly removed the paper that says I only completed 2 of 4 pages of the contract.  It has mysteriously disappeared and I no longer have access to it.

   

  At the time of the installation, my now ex-husband had attempted to break into my home.  When ADT found out they expressed my installation from a week to a few days from the time the salesman was there.

   

  It is my belief that in their haste to get my equipment installed they missed completing my contract.  It is my belief that my signature was transferred, (from the kiosk that representative *********************** had me to sign verifying his presence at my home), to the contract by someone at ADT, when they realized an error had been made and my contract was not signed.

   

  It was a difficult time for me and I never went back to complete the contract. I have been paying monthly installments for the service and for the equipment. 

   

  The equipment has been mailed to ADT today by certified mail and a return receipt requested.

   

  At this juncture, I am getting legal counsel and will keep you posted on the progress of my case.

   

  Sincerely,

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

  
  
  

  

  Business Response

  Date: 05/02/2024

  ADT stands behind their decision. We have a signed docu-sign dated 02/28/2023. It was sent to the customer on 02/28/2023 at ******. The customer viewed it at ****** and signed it at 7:43pm. The customer will owe for equipment ($1442.51) and the remaining balance of the contract ($2812.60) if she cancels the account. As a goodwill, ADT is offering to waive 50% off the balance of contract. The equipment balance is due in full. 

  Customer Answer

  Date: 05/03/2024

  The equipment was signed for and received by ADT.  I sent a copy of the receipt of them getting it Monday April 29, 2024.  I replied and with the document I received it was a signature transferred from the kiosk and not anything I signed for a 5 year term.  

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21502773
  
  I am rejecting this response because:

  The equipment was signed for and received by ADT.  I sent a copy of the receipt of them getting it Monday April 29, 2024.  I replied and with the document I received it was a signature transferred from the kiosk and not anything I signed for a 5 year term. 
  
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 05/10/2024

  ADT stands behind their decision. ADT denied the fraud claim and we didnt authorize the removal or returning of the equipment. The remaining balance due for the equipment is $1411.15. We are offering to waive 50% off the early cancellation fees. 

• Initial Complaint

  Date:03/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called on 9/5/23 to cancel my contract with ADT Security due to having two thefts from my property not captured on their camera. I found a new vendor for my security needs which I stated when I made this call to cancel my service. I had three months left on my contract and was given a price of $9.99 per month for the last three months of my contract. December 2023 should have been my last payment of $9.99 but instead ADT, who have had access to my bank account through autopay, has taken $73.71 /month, January - March 2024, for monitoring service that I have not had since September 2023. They used deception to continue charging me for a service that I cancelled and that they know they were not providing because they were supposedly monitoring my home, but I had none of their equipment still connected in my home. I have spent over three hours and spoken to approximately eight people but have no resolution except to not charge me for next month. Thanks

  

  Business Response

  Date: 04/05/2024

  We reviewed the account and confirmed that ******************** had the system installed on 1/31/2021.
  
  On 9/8/2023 ******************** called in to cancel the account due to troubles with the cameras said she switched to another provider.
  
  The customer service agent assisted ******************** and let her know the contract ends in December offered to adjust the rate to $9.99 for 3 months.
  
  ********************* accepted the offer.
  
  On 3/25/2024 ********************* called in said the account should have been cancelled in September.
  
  The customer service agent assisted ********************* and let her know that in September the rate adjustment of $9.99 was accepted and the cancel request was not submitted.
  
  The customer service agent submitted the cancel request.********************* requested to speak to a manager said she wanted to be refunded for the months she was charged.
  
  The customer service agent submitted a request for a manager to call *********************.
  
  On 3/28/2024 a manager reached out to ********************* advised ********************* of the $9.99 rate adjustment offer that was made in September.
  
  ********************* confirmed she agreed to the rate adjustment for 3 months did not want to be billed after the 3 months requested a refund said she did not have the service.
  
  The manager assisted ********************* and let her know no cancel request was made after the 3 months for the account to be cancelled.
  
  On 4/1/2024 ********************* called in to see if she will be refunded for the months that she was charged when the account should have been cancelled.
  
  The customer service agent assisted ********************* and submitted a request for a manger to give ********************* a call to further assist.
  
  On 4/1/2024 a manager reached out to ********************* and placed a credit of $223.59 on the account for a refund to be submitted.
  
  The manager advised ********************* that she will be refunded for the months she was charged.
  
  The refund was processed on 4/4/2024.
  
  We reached out to ********************* to further assist and let her know the account is pending cancellation.
  
  The account will be cancelled on 4/25/2024. 

• Initial Complaint

  Date:03/28/2024

  Type:Order 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.

  reimbursement for the following: $2865 installation fees for old alarm, and $1200 prewiring for new alarm, and $444 monthly fees for a system for an old account ***** told me he closed when I signed a new contract with ADT

  

  Business Response

  Date: 04/08/2024

  Our local office in Chatsworth, CA is working with ************** about a resolution. Our managers there have been communicating with ************** and when we have a final resolution we will provide an update.

  Customer Answer

  Date: 03/10/2025

  On March 28 2024 I spoke to *******, an ADT ***resentative in order to close my account because I have not lived at the address pertaining to the account for over a year. I was required to finish paying the account off even though their sales *** had promised that he would roll over the account to my new address. So I ended up having to pay for 2 accounts concurrently. After speaking with ******* today, he told me that they never closed my account. They gave me instead a "***rieve" for a few months and decreased my monthly payments for $20 for 5 months and THEY NEVER CLOSED MY ACCOUNT. Since they had my credit card on file, THEY CONTINUED TO CHARGE MY CARD EVEN THOUGH IT HAD BEEN REMOVED FROM THEIR FILES and I CALLED THEM TO RESCIND AUTHORIZATION TO CHARGE MY CREDIT CARD.  Refund

  

  Business Response

  Date: 03/11/2025

  After review of Mr. ****** statement, ADT has only been charging him for one address since 12/28/2023. The most recent address he had with ADT was at ******************************************************************. The previous address at ******************************************************************** was cancelled on 4/20/2023 in regard to the alarm system and his alarm response/patrol was cancelled on 12/28/2023.
  
  His most recent address at **************** was cancelled on 10/28/2024 due to nonpayment. The last payment received from Mr. ***** was on 3/28/2024.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 21501617
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *****

  Customer Answer

  Date: 03/11/2025

  This is a blatant lie.  My credit card was charged several months in spite of them claiming my accounts were closed.  It was confirmed by "*******" on March ******* that this account was not officially closed and that is why I continued to be charged for cameras at my previous residence, 9405 even though I called twice before to cancel the account associated with that address.  I have not lived there since October 2023.  When I spoke to ******* on March 28, ********************************************* a temporary "reprieve" for several months lowering by **** to $20.00.  But because I accepted the lower rate, ADT never closed this account.  This is noted in case #********.  And since ADT records all conversations "for quality assurance"  ADT has record of this, confirmed by *******.  He told me he was submitting my cancellation for service on March *******, disconnection #*********.  So until yesterday, 11 months and 18 days after I requested they disconnect service, this account was still open.   

  

  Business Response

  Date: 03/14/2025

  Upon further review we were able to locate the billing in question. We found the billing that was still occurring for ************************************************** was for a separate camera system that was not attached with the other account numbers at the same location.
  
  Since the contract for that account did expire on 10/10/2024, we have submitted a refund of $374.45, which are payments made from 11/10/2024-3/10/2025. The refund will be processed to his **************** card within seven to ten business days.

  Customer Answer

  Date: 03/17/2025

   
  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,
  
  ********* *****