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

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  ADT Security Services

  1809 Olde Homestead Ln Ste 103 Lancaster, PA 17601-5957

  
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  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

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:03/28/2024

  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.

  In March of 2019 I transferred my ADT service to my new home. I signed a three-year contract at this time. After about a year, I decided that I wanted to add on a video doorbell. When I called ADT, to inquire about the video doorbell I was told that no changes would be made to my current contract and a separate bill would be generated. It appears that two contracts were signed at the time of the doorbell installation. One signed electronically with my previous last name (which I hadn't used in two years), the other which kind of resembles my signature. I do not recall signing either of these documents, but I DO know I was told that there would be NO changes to my contract. I feel that IF I signed these contracts, I was unaware of what I was truly signing, because I was being lied to by the representative. 4 years later, our doorbell has never worked properly and we have had to pay a service fee to have someone come out and repair it twice. So I finally made the decision to disconnect from ADT. In our final call, we were told we did not owe anything additional. We signed a contract with another security system company. Only after that, did we receive the final bill, that we owed $711.87 for early disconnect. We have been customers for 5 years; however, because they "snuck" in a new contract they are charging me for disconnecting 12 months early. Because I do not have $711.87 currently, I had to reinstate the service and pay for a security system that is no longer installed in my home just so I could make the monthly payments.

  

  Business Response

  Date: 03/29/2024

  ADT contacted ************ on 3/29/24. ADT has agreed to waive the balance of contract charges for Ms. ***** account due to tenure. ************ is satisfied with the resolution. 

• Initial Complaint

  Date:03/28/2024

  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.

  **************************************** Rep. from ADT, arrived at my house to promote installation packages for new homeowners. I informed **************** that ****** provided RING home security equipment as part of the home purchase. **************** assured me that an ADT technician would install the cameras and change the security pad at no cost. My wife and I decided to schedule an appointment for the installation.The technician installed and connected the security equipment to the ADT Security panel.At the end of 2023, the cameras were not recording all movements within the house's perimeter. After changing the batteries to the RING cameras, the problem still exists. I contacted **************** for assistance, and no response. I called ADT Tech Support and was informed ADT did not support the RING products and that I would need to purchase an entirely new system. I informed ******* that I would not pay for a new system due to negligence from ****************. My home has been without a security system for more than four months. I should not have paid for the months the security system was dormant. The only way to schedule an appointment with a technician is to pay the 91-day past-due balance.

  

  Business Response

  Date: 04/08/2024

  We were able to speak with ****************** regarding his concern. His complaint was he is having issues with Ring cameras that are connected with ADT and wants them replaced or repaired and also past due balance cleared since the cameras are not recording. We presented a couple of options to resolve this concern.
  
  We offered to either clear the past due balance of $260.25 and he would pay to replace the Ring cameras for ****** cameras. Or ****************** would pay the past due balance and we would install new ****** cameras at no charge. ****************** and his wife are currently considering the second option and will respond back to us when they have made their decision.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21500913
  
  I am rejecting this response because the products replacing our old devices will not have support from the manufacturer. 

  Below is the website of the article further explaining the Nest Secure security devices used by ADT. 
  

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

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

  

  Business Response

  Date: 04/10/2024

  We communicated with Mr. and ******************* this morning,4/10/2023, that the devices and services mentioned would not affect the ****** cameras we are offering. If they are not satisfied with this, we can still credit their past due balance and if they change their mind we can provide a quote for new ****** cameras.
  
  If they do not accept the proposals we sent over, they would be responsible for the past due balance as ****************** advised us that he feels if he does not use the alarm service then he should not have to pay. We did advise him that whether the alarm system is utilized or not, if the ADT service is active then the monthly fees are valid.

• Initial Complaint

  Date:03/28/2024

  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 previously had ADT services located at *****************************************************. I am 82 and unable to live alone. I moved to ********************************************************** to live with my son and his family.I cancelled my services in ********, ** and attempted to start services here in **. I found out I could get the button for free; I never opened the package nor began the service.I contacted ADT to return the equipment and I assumed with returning the equipment and discontinue any services.Eventually, I noticed that ADT continued to withdraw from my account. In Oct I called, no one could really answer my questions, I called on a regular basis and still was given the run around. Finally someone told me to email ***************************************** and submit proof that it withdrawals were still being taken out since no one could find service at her old address or our current address (I kept questioning on how are billing for service not active)? Finally, I got in the ***************** Where she asked when I sent the equipment back. I said I wasnt sure, but I used a return address emailed to me. She said she would have someone research where the equipment was because they had no record of its return and let me know through email. The email states I spoke to someone who was not an Account Manager and I should have not rec a return address label because it was out of the 30 day cancellation. NO one said anything to me about a cancellation policy, and its not my fault ******* did not explain any of the information contained in the email to us. They are stating we will continue to be billed for the service. And we can get new equipment, but we are still on for the monthly fees. I have since cancelled the debit card linked to the withdraw.My daughter in law hired an atty to write a demand letter, there has been no response to date.He advised us to contact BBB. ADT has emailed me with a 60 day overdue notice.

  

  Business Response

  Date: 04/09/2024

  We reached out to the customer and apologized for any frustration endured with the service. After review of the account, we explained there was two accounts with ADT, which one was the ADT Health that shows confirmation that the medical emergency equipment was received back. We explained the other account where the additional charges stemmed from was the ADT Plus DIY Alarm system. The customer confirmed she did mail that equipment back may be in October 2023, but did not have the tracking number from the shipping label to further research. After further review, we verified with our ADT Plus Team and confirmed the receipt of the equipment being returned to the warehouse. We explained since the equipment has been inspected and confirmed,we are refunding all payments received back to the payment method within 3 to 5 business days. The customer is satisfied with the resolution. 

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

  Customer Answer

  Date: 04/19/2024

  I was only refunded for the transactions of $6.48 on April 5th.  I was also charged $32.49  4 times.  totaling $129.92 (which they agree to repay).

  This is unacceptable. 

  

  Business Response

  Date: 04/27/2024

  ADT shows that all refunds for the equipment payments have been processed. ADT doesn't refund monitoring fess paid.

  Customer Answer

  Date: 04/29/2024

  ADT agreed to repay all debits since Aug 2023; we only rec credits for the transactions debits of $6.23, they did not refund the $32.46 taken out for several months.

  They are not meeting the agreed resolution 

  

  Business Response

  Date: 04/29/2024

  After review of the account,we verified the customer did make four individual payments of $32.49 totaling $129.96, which the remaining refunds for the monitoring fees has been submitted to be returned back to the customer. The refunds will be received back to the customers payment method within 7-10 business days. 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21500266
  
  I am rejecting this response because:

  They have not fulfilled the total amount of debits they made from my account.  They only credited the amounts of 6.34; none of the $32. debits were refunded.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/28/2024

  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 contacted ADT for a service problem on March 14, 2024. A repair appointment was scheduled for March 22, 2024 with a 4 hour service window, from 8 am to noon on that day. The technician was a no show and there was no follow up from ADT during the entire afternoon and evening. I followed up to reschedule the following day and settled on the soonest date of today, March 28, 2024. The window was scheduled for 8 am to noon on this date. Given our last experience, we have been checking in with ADT. It is now almost noon and I have been told on one call that the driver was in route and now I am told that is not true and that the tech will surely now miss the scheduled window. My complaint seeks a follow up and a repair without this continued burden on me to miss work etc. I am a long standing customer and I maintain a quarterly subscription.

  

  Business Response

  Date: 04/01/2024

  ADT contacted ****************** on 4/1/24 and apologized for the missed appointments. The service was completed on 3/28/24. ****************** accepted a two month credit for her inconvenience. 

• 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 have been with ADT for over ********************************************************* I am under contract and will be charged a penalty to disconnect. I was told that a 1 year contract was added to my account in 2023, I have not received any new equipment still have the same 10 year equipment I started with. I have not signed or agreed to a contract with EDT. The employee told me I signed the contract and when I asked for a copy at that time she said well it was verbal. I asked to speak with a manager and was told a manager would have to call me back with in 3-5 days. I work in a call center environment and for an agent refuse a supervisor or manager is unacceptable. I will never recommend ADT based on this experience.

  

  Business Response

  Date: 04/05/2024

  We reviewed the account and confirmed that ******************* had the system installed on 2/26/2014.
  
  On 4/25/2023 ******************* called in to cancel due to the panel not working.
  
  The customer service agent assisted ******************* and offered to schedule a service appointment.
  
  ****************** declined the service appointment. The customer service agent offered to upgrade the system ******************* said she will decide and call back.
  
  The customer service agent placed a one-month credit on the account to give ******************* time to decide on the offer.
  
  On 6/28/2023 ******************* called in to cancel the service due to the system not working.
  
  The customer service agent assisted ******************* and offered to schedule a service appointment and adjust the rate to $24.99 with 3 months at $9.99. ******************* accepted the offers.
  
  The customer service agent scheduled the service appointment for 7/3/2023.
  
  No verbal agreement was done during the call to price lock the rate.
  
  On 7/3/2023 the technician went out and reset the keypad.
  
  On 3/8/2024 ******************* called in to cancel the account said the panel had been removed.
  
  The customer service agent assisted ******************* and let her know it was a contract on file for 12 months.
  
  ******************* mentioned she did not renew the contract only agreed to a lower rate.
  
  The customer service agent advised ******************* that a verbal agreement was done for 12 months. ******************* requested to speak to a manager.
  
  The customer service agent assisted ******************* and submitted a request for a manager to call *******************.
  
  On 3/28/2024 a manager reached out to ******************* to further assist with the cancel request.
  
  ******************* mentioned she was not aware that she agreed to a 12-month contract.
  
  The manager advised ******************* the contract ends in July offered to adjust the rate to $19.99 for the remainder of the contract.
  
  ******************* declined the offer wanted the account cancelled.
  
  The manager submitted the cancel request and let ********************* know the remaining balance of the contract will be waived.
  
  The account is pending cancellation and will be cancelled on 4/27/2024.
  
  We reached out to ******************* to further assist and let her know the account is pending cancelled.
  
  We advised ******************* that the balance of contract fee will be waived. 

• Initial Complaint

  Date:03/28/2024

  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.

  Hello, I moved to a new house on September 2023, the address is ****************************. *****, ** *****. This house had already installed many devices and equipment from ADT from the previous owner (control panel, sensors, etc.). A few days after moving I was contacted by an ADT Agent, ***************************, and he asked me if I was interested in hiring ADT services, he told me that the activation of the new account was $26.75 and the monthly payment $58.84, and since I had all the equipment already installed, I just had to activate a new account.I told him I was interested and we met at the house a few days later. He activated my account on his cellphone and then handed me his cellphone to digitally sign to activate the account. He didn't give any documents to review, just handed me his cellphone showing me the box where I had to sign, and asked me to sign.A few months later, in January 2024, I called ADT to ask if I could change the plan or cancel the services, and I found out that I was on a 36-month contract, and that if I cancelled or changed the services, I had to pay a penalty of $1,200. I was never told, explained, or showed that I was hiring ADT services on a 36-month contract.I contacted my ADT Area Manager and he told me he couldn't do nothing about it and that I had to contact ADT over the phone and file a dispute. I have called ADT several times and I have spoken with the department in charge of those disputes. All the times I've called, they have been very aggressive and rude with me, and their answer has been to threaten me that if I cancel I will be charged the $1,200. Then I always get told that a supervisor will call me in 3 to 7 business days, but nobody calls me back.I have been trying to solve this through the regular channels since January 2024, only to receive a rude and aggressive service from ADT Agents over the phone and no solution.

  

  Business Response

  Date: 04/05/2024

  We reviewed the account and confirmed that ************ did a resale on 9/21/2023.
  
  On 1/16/2024 ************ called in wanted to cancel the service due to the monthly fee.
  
  The customer service agent assisted ************ let him know the contract does not end until 9/20/2026 advised there are options for the rate to be adjusted.
  
  ************ requested a copy of the contract. The customer service agent sent the contract out to ************ via email at ******************* .
  
  On 1/22/2024 ************ called in said she was not told that he was signing for a 36-month contract.
  
  The customer service agent assisted ************ and sent an email to the sales representatives manager for the sales manager to reach out to ************.
  
  There are no notes on the account to support a sales manager reached out to ************.
  
  On  2/21/2024 ************ called in said he was not made aware that he was agreeing to a 36-month contract.
  
  The customer service agent advised ************ that the contract list 36 months for terms. ************ said he did not want to be in a contract.
  
  The customer service agent assisted ************ and let him know its past the 3 days Right of Rescission to cancel the contract.
  
  The customer service agent let ************ know that it would be a balance of $1235.95 remaining for the contract. ************ did not want to proceed with the cancel request.
  
  We reached out to ************ to further assist he requested for the account to be cancelled with no penalties said he did not want a contract.
  
  We advised ************ that its past the 3 days Right of Rescission to cancel the account with no penalties.
  
  We offered to adjust the monthly rate to $44.99.
  
  ************ declined the offer. 

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21498325
  
  I am rejecting this response because:

  I was mislead by the ADT Representative, this is fraud. 

  The ADT Sales Representative told me there was no contact, he told me that I only had to pay the installation fee and the monthy fee of $59.00. Then he setup my account on his cellphone and handed me his cellphone to sign the contract only showing me the box where I had to sign, he didn't let me read the complete contract, he didn't give me the contract to read it, he didn't tell me it was a 36 month contract.

  I have been contacting ADT since January 2024, and I always get the same aggresive and negative response from every representative.

  The Sales Representative, ***************************, made me belive there was no contract and did all he could to hide it and make me sign.

  Again, this is fraud.

  ADT, accept it: you have a Sales Representative that is misleading customers, now do what is right and rectify those mistakes, as the responsible company you should be.

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

  

  Business Response

  Date: 04/17/2024

  We reached out to ************ and let him know the contract could not be cancelled out without any penalties.
  
  We offered to adjust the rate to $44.99.
  
  ************ declined the offer.
  
  If ************ reconsiders the offer, we will be glad to assist. 

  Customer Answer

  Date: 04/18/2024

  Good afternoon,

  When I started the services with ADT on September 2023 I was misled by ***************************, the ADT Representative.

   I was very specific about what I needed to sign and how much would it be, he only told me that I had to pay X amount for the setup fee, and X amount monthly, nothing else.

  He never mentioned anything about a 36-month contract.

  The house where I moved to already had all the equipment installed from the previous owner, so I didn't order any installation of any products.

  When I had to sign to contract he gave me his cellphone and only showed me the box where I had to sign, and I did. There was never a mention about the 36-month contract, he never showed me anything on the contract about a 36-month contract. On purpose he never mentioned anything about it and failed to tell me anything about it, even though I asked.
  

  I called on January to cancel my services because I was not using it, and that was when I found out that deceivingly I had signed a 36-month contract.

  Since then, I have contacted ADT many many times and they just tell me that if I cancel I have to pay around $1,200.

  This is fraud, this is consumer's abuse.

  Why is BBB closing the case?

  Dooes that mean that a company can do business misleading and deceiving customers, and I, as a customer, don't have any *************************?

  I am not making this up, I have many things to do at work and at my house, but I don't like being deceived and scammed. So I will invest all the time that is necessary to solve this issue.

  Please let me know your suggestions.

  Thank you,

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

• Initial Complaint

  Date:03/28/2024

  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.

  I have contacted the company at least 3 times and no one has been able to help me.This morning I called because I have a warning light at the ADT box which the first individual that I spoke with earlier today 3/27/24 told me it would reset in 4 hours and it hasn't!! I also ask for assistance increasing the volume on my system. He had me repeat the same steps over 7 times and still didn't resolve my issue. He then set me up for a virtual appointment. Tonight 3/27, I had a virtual caller and he was READING THE INSTRUCTIONS AND ASKING ME OVER AND OVER WHAT I NEEDED. He has the work order!! Isn't he suppose to know the problem before calling me???I had service issues with ADT when I changed over and found them to be incompetent.

  

  Business Response

  Date: 04/02/2024

  ADT has attempted multiple times to reach the customer but has not had an opportunity to discuss her concerns or arrange for a service call to resolve any outstanding issues.  As far as an increase to the volume, that is determined by the manufacturer of the equipment and can only go as high as they allow. ADT has left a detailed message for a return call and will be happy to discuss anything further when she calls us back. 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21497930
  
  I am rejecting this response because: ADT has attempted to reach me but I was on appointment.  There wasn't a message left to let me know how I might contact ADT. 

  If I call the ADT number I will be either put on hold for a LONG period of time OR I'm transferred to various agents where I repeat the information OR I REPEAT the same steps as before.

  My equipment was installed by ADT therefore ADT has the ability to control the volume.

  leave a direct number where I can call to get assistance.

  Sincerely,

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

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

  

  Business Response

  Date: 04/05/2024

  ADT has connected with the customer and has agreed to send a technician out on 04/09/2024 to see if the volume is at its highest level. ADT does install the equipment; however, the equipment operation is determined by the manufacturer. 

• Initial Complaint

  Date:03/27/2024

  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.

  pretended to be CORPORATE ADT didn't give me all the products at set up, promised ****** nest, *********** and even a gift card didn't receive any of those things only door and window sensors.

  

  Business Response

  Date: 04/05/2024

  After reviewing the account, it appears the customer didnt have high speed internet at the time of installation to get the camera installed. According to the technician notes, the customer wanted sensors for the windows. The customer added 15 window sensors during the installation. We reviewed the call, and the customer was offered a $100 **** gift card. As a goodwill, ADT issued a $100 credit to the ADT billing account. We made several attempts to contact the customer by phone on 03/29 and 04/05 with no response.

• Initial Complaint

  Date:03/27/2024

  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.

  We would like to be remove from their mailing list .. please dont mail any offers or anything from ADT we are not interested 1041 ************* ********* ***** *****

  

  Business Response

  Date: 03/28/2024

  Due to the alleged violation of law, this has been sent to our law department for further investigation.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21496709
  
  I am rejecting this response because: I just want to be removed from mailing list ????? Why this have to be under investigation?? Im confused 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/02/2024

  ADT Has added Ms. ********** contact information,including her mailing address, to ADTs internal Do Not Contact Lists. ADT sent an email confirmation to ********************** and confirmed via phone call to her.  ADT has advised ********************** that it is possible that she may receive a few more mailings advising that we are unable to pull back anything already in transit.  We advised it can take 8-10 weeks for mail to fully stop. 

• Initial Complaint

  Date:03/27/2024

  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 had cancelled my ADT service and own the hardware outright. I am a programmer and have been trying to access parts of my security system that is locked behind the dealer code.I've reached out to the hardware manufacturer and they told me the code can only be changed by ADT with active service to push the new codes. However when I've talked to ADT technical support they have told me, ADT won't change someone's dealer code as it's a liability for them. I honestly don't even want the service. I only reactivated and am paying for it so I can get the panel's dealer code changed. So I am getting the run around because I can't change the code without ADT and ADT won't change the code to give me full access to what I rightfully own. The best analogy here is they gave me a cell phone but didn't give me the lock code to access anything in it.I don't understand why I'm getting the run around here. All I'm asking for is full access to what I rightfully own outright and if ADT won't change my dealer code then I don't actually own the panel and have full access to it. I understand this is not a common case for most people but I am not most people and programming and home automation is my hobby. I have spent at least 4 hours this week on the phone with ADT technical and customer support to get nowhere except to have them tell me information I've already found on ******* like the default dealer codes which don't work. ADT also has forced me into a 3 month contract for this even though I never wanted the service in the first place. I just needed it so new codes can be pushed to my system.

  

  Business Response

  Date: 04/02/2024

  ADT has explained to ****************** that the software is proprietary property of ADT, ****************** has been released from his three-month agreement and the cancellation is processing to the account.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21495762
  
  I am 1/2 rejecting this response because:
  I accept ADT's willingness to cancel my contract and give me a full refund.
  
  However! I do not believe their response about the software. I am able to transfer my hardware to any other providers like suretyhomes and if the software was proprietary I wouldn't be able to do so. So I don't quite understand how it's proprietary BUT the unit can be transferred to another security vendor. If I ran a security company I certainly wouldn't want my competitors to access my proprietary software. Truly I believe ADT is trying to mislead me here or whomever responded to the complaint doesn't understand how software engineering works. Additionally, even if it is proprietary software it's still my hardware. For example if I wanted to jailbreak an iphone to allow 3rd party non-apple approved applications it is not illegal to do so. It voids my warranty sure but it's not an illegal thing to do.
  
  You can see in this thread that people are able to transfer to a different provider. I just wanted to be my own provider.
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  Sincerely,
  
  **********************************

  Customer Answer

  Date: 04/02/2024

  You can see here the hardware itself is sold on amazon for use with ANY security vendor that has an alarm.com account so if it was proprietary it would be locked to ADT only and that is not the case.
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  I've also reached out to the hardware manufacturer and they have explicitly told me switch security vendors is no issue and my panel would work fine with surety. So again, if I can swap to any provider that's not ADT and who would have the same access to reset my dealer codes there is nothing proprietary here and we're both being misled by ADT so they can force people to believe you can only use their services.

  

  Business Response

  Date: 04/11/2024

  ADT has verified with ****************** that the service is cancelled, and ADT has released ****************** from the agreement as per his request. A refund has processed back to the payment method on file.