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.

close

Find a Location

ADT Security Services has 247 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  

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:03/27/2024

  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.

  Ive spent close to $7000 installing a brand new ADT security system complete with ****. Within three months the **** cameras stopped working. I had a service person come out and repair the cameras because it was not within the warranty 90 day, . I had to pay him a service fee fast-forward, five weeks later the same camera stopped working again, so does ADT provide a warranty on their service work as well? I was given today a window between 12 and 4 oclock for a service person to come over and repair my ****. I just phoned ADT and met with a very rude customer service agent who kept insisting that I was yelling at her when I told her what my problem was she was very condescending And very sarcastic she called the service rep and found out that he would not be here between 12 and four but indeed he would be here by 5:30 or 6 PM. I took a whole day off of work the money I missed today without pay could have provided my family with a weeks worth of groceries , the service rep hung up on me and I have no future appointments at this point. I really just want to cancel everything with ADT. I am spending close to $7000 for the security system and they cant even guarantee their work. I think this is a felony in the state of ********. I think anything that is fraudulently taken from a human being over the amount of $200 is considered a felony in the state of ******** , if indeed a service representative did arrive between 12 and four today and repaired it. I was still expected to pay him for his repair. Does ADT not also extend a guarantee or warranty on their repair work the fact that I had the same camera repaired five weeks ago and it broke again and I have to pay somebody again to repair the same exact camera. Wouldnt you think that ADT would send it expert out here to get to the bottom of the issue? Why does ADT make their customers feel more unsafe , the fact that I cant look out of my **** and see whos coming up my driveway scares me.

  

  Business Response

  Date: 04/03/2024

  Upon review of the account, ********************** is prepared to send a technician out to the customer at no cost to check and repair the cameras. ADT scheduled a service call for 03/29/2024. The technician upgraded the firmware on the cameras and tested the cameras. We applied a 2-month credit to the account towards the camera maintenance fee. We attempted to contact the customer by phone on 03/29 and 04/03 with no response back.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21495447
  
  I signed a contract with ADT. Im spending $251 a month for a security system. They put motion sensors on the doors and they keep failing they dont work and then I cant set my alarm at night. I dont feel safe with ADT Ive had people come out to the house two or three times to fix their problems. They installed CCTV cameras that fail on a regular basis and I have to pay them to come and fix it and then they put door sensors on. I dont even, understand why the door sensors are failing but I have to pay them to come out and fix the door sensors. Ive only had this ADT security system since September Im signed up for a three year contract which is over $6000 and Im constantly calling them to come and repair the s*** that they installed in my house , and I cant even set my alarm at night because all the sensors R not working and theres always a error message on the alarm system do not ever use ADT. I cant believe that *** actually signed up for these guys these clowns these people are clowns the one lady I just talked to today. She said oh your battery is dead, but we cant send you a new battery. My supervisor **** , wont approve your new battery like why do I need a new battery on a door that weve never even opened and why do the other doors need new batteries like this is crazy ADT is a scam. It is a big scam. Stay away unless they want to come over to my house and install equipment that works, I dont wanna have anything to do with them Still have to pay $251 a month for security. I cannot set my alarm at night. I cannot go to bed at night and feel secure in my own house because theyre too many error messages and their system. !!   Replacement
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/05/2024

  We contacted the customer and scheduled a service appointment for 06/10. The technician is to check the system and sensors that is causing trouble. We will follow up with the customer after the appointment to make sure everything went well.  

• 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 have been a continuous customer for ********************** since October, 2015. I began with traditional services, and in 2021 moved over to their Blue product for renters upon downsizing. Ultimately, returning to the "traditional" services as they are now. I am not unhappy with the functionality of the equipment. I am however very disappointed with a company that charges higher fees that others for their services. I have been dealing with their billing department in a disconcerting way. They have all these incentives for service, and they require you to allow direct access to your financial account via debit / credit card on a recurring basis. I have been trying to resolve a billing issue with the company since 8/2023 due to this. While unemployed, I temporarily removed the direct access, however I still paid the bill for monthly monitoring and equipment services each month. In spite of my direct payment, the company would bill me for the ***** cost of equipment/ (remaining contracts month) each month. Recently, they disconnected the monitoring service, sent me inflammatory correspondence (typed in red ink and bold letters with the total sum of equipment/ service contract) along with a promise to refer my balance to collections. I attempted contacting them again. After 2.5 hrs in holds, waits, a four transfers, someone said he had to reactivate the service, had me sign a "new contract ", scheduled for a technician to come by to help fix our issues and sent me a document showing 0.00 due at installation. Only for the technician to show up and show me documentation requiring a payment of $51.83 upon installation. While the technician said he would have his boss "push it back" and have someone "look into it", I decided that I was completely "full" with this provider. Spent from the constant lengthy holds, random disconnects, multiple transfers only to have literally wasted precious time. No, I don't want anyone else to have any experience similar to this. No.

  Customer Answer

  Date: 04/01/2024

  This company has deliberately deceived me regarding my attached
  contract. The representative stated that I would have no charge due
  when the technician came to my home. The technician himself said that
  the amount for the service visit was $51.83. When I showed him a copy of
  the contract, he just shook his head saying" I'm just the technician
  and I will have my manager look into this. Shortly after I technician
  left, I was charged for $51.83 via my *************** master card debit
  card for which I did not authorize. These are deceptive practices and
  this should be brought to someone's attention now. Refund

  

  Business Response

  Date: 04/01/2024

  ADT contacted ************ on 4/1/24. ADT has removed any late fees and has provided a monitoring credit. Ms. ***** account is now in good-standing. ************ is satisfied with the resolution. 

• 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.

  We signed up for ADT home alarm services in August 2022. We have had numerous issues with our alarm system and ADT is in breach of the services they committed to provide in our contract. Our fire alarm has gone off twice and the fire department came. They told us that the next time there is a false alarm we will be charged a fine of $1,500. We have had false ADT alarms go off in the dining room, side door, garage, and many other alarms. We've had ADT technicians come to the house several times to fix faulty alarms, and on occasion ADT has charged us for these visits, even though the faulty alarms are ADT's fault and the representative on the phone told us that we would not be charged. Most recently, I turned the alarm on at night before I went to sleep. After I turned on the alarm and it showed as Activated, my husband (who did not know the alarm was on) opened the front door. The alarm did not go off and still showed as On. He then opened the garage door, and the alarm also did not go off. We did this on two more occasions and have now learned that our alarm system does not actually work at all and we are completely unprotected. In other words, if someone tries to break into our house at night, even if the alarm is turned on, it will not go off. This is in breach of the services ADT has committed to provide. We have tried to cancel the ADT contract and they said they will charge us a $685 termination fee. This is unacceptable - ADT is in breach of their services, our home is unprotected, and we want to cancel our contract ASAP and hire another alarm provider.

  

  Business Response

  Date: 03/29/2024

  We were able to speak with ******************* regarding her concern. Since ******************* was having issues with the smoke detectors causing false alarms and a door sensor that did not activate when opened, we agreed to cancel to her ADT service without any cancellation fees. Also, ******************* had requested the last three months of her monitoring fees to be refunded . We agreed based on the recurring issues she was having.
  
  A refund of $185.55 has been submitted to her **************** card and the funds will be available within five to seven business days. ******************* was satisfied with the resolution.

• Initial Complaint

  Date:03/27/2024

  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 am writing to formally complain about ADT Security Services, regarding my account and the service known as ADT+.In October 2023, I contacted ADT with the intention of canceling my service due to a change of address. Instead of assisting me with my request, the representative I spoke with failed to cancel my existing service and instead, convinced me to sign up for a new service named ADT+. I was led to believe that this service would be an upgrade and more suited to my needs.However, since the inception of the ADT+ service, I have encountered numerous difficulties. The service is incredibly challenging to use, and the system consistently fails to stay connected to the internet, rendering the app and service unusable. This has severely compromised my home's security and my peace of mind.Upon contacting your customer service for assistance, not only was my request to cancel the service due to its inadequacies refused, but I was also subjected to derogatory remarks, being called "stupid" for agreeing to the contract. Furthermore, I was informed that to terminate this non-functional service, I would be required to pay a penalty fee.This situation is not only disappointing but unacceptable for several reasons:1 Failure to ************************ Mismanagement of my request to cancel my original service has resulted in unnecessary complications and expenses.2 Misleading Information: I was misled into subscribing to a service that does not meet the promised standards.3 Poor Product Quality: The ADT+ service has proven to be unreliable and not fit for purpose.Unprofessional ***************** The treatment I received from your customer service team was disrespectful and unprofessional.In light of the above, I am requesting the immediate cancellation of my ADT+ service without any penalty, a formal apology for the treatment received, and compensation for the months during which I was unable to use the service effectively.

  

  Business Response

  Date: 04/05/2024

  We reviewed the account and confirmed ************ ordered the system on 10/9/2023.
  
  The equipment was delivered on 10/11/2023.
  
  The monitoring started on 10/12/2023.
  
  On 11/14/2023 ************ called in to get information about the billing on the account.
  
  The customer service agent assisted ************ and let him know that the monthly fee is $32.49, and the equipment fee is $8.89.
  
  ************ mentioned he was having trouble with the system going offline.
  
  The customer service agent assisted ************ and created a virtual appointment for 11/17/2023.
  
  On 11/17/2023 a virtual agent reached out to ************ and did some trouble shooting steps to reset the system.
  
  On 3/27/2024 ************ called in about the system going offline. The customer service agent assisted ************ and sent him a link on how to reset the smart hub.
  
  We reached out to ************ to further assist he mentioned he wanted to cancel due to troubles with the system.
  
  We assisted ************ and set a virtual appointment for 4/5/2024.
  
  We will follow up with ************ after the virtual appointment and assist as needed. 

• Initial Complaint

  Date:03/27/2024

  Type:Product 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 purchased 2 cameras on 2/7/2024 I paid $747.25 for the 2 cameras Job # *********. ADT only able to install one camera. I was told that I would get a refund for the second camera. I have not received the refund as yet. I have called ADT multiple times about this issue they keep telling me they will take care of it in 3 - 5 days but I have yet to get the refund.I have uploaded the work order summary. It clearly states Added 1 camera at fenceline. Found that wire to callbox at gate entry was bad. Couldn't add 2nd camera.

  Customer Answer

  Date: 04/02/2024

  I received a call from *********************** at ADT on 3/28/2024.. He was apologetic. My money has now been refunded. This issue is resolved.

  Thank you for you assistance. 

  

  Business Response

  Date: 04/02/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured with the delay of receiving his refund. After review of the account, we explained the refund was processed on 03/28/2024 in the amount of $373.63 for the one camera that was not installed. The customer confirmed he has received the refund back to his credit card. The customer informed he will reply back to the BBB to inform his complaint has been resolved. Again, we apologized for the delay and the inconvenience. The customer is satisfied with the resolution. No further action was taken.

  Customer Answer

  Date: 04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I received a call from *********************** at ADT on 3/28/2024.. He was apologetic. My money has now been refunded. This issue is resolved.

  Thank you for you assistance.

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

• 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 canceled ADT service after several of their updates created security breaches in the audio and video surveillance systems. After cancelling they have continued to attempt to fraudulently bill me for well over a few months after cancelling. On a recorded phone call I took it was confirmed by the reps the account was cancelled. Two days after I noticed they attempted once again to attempt to fraudulently bill me. Actions were taken and a fraud report was submitted to the *** for investigation. I also intend to file reports with my local police department and the federal trade commission as well as their BBB file to warn the public of these concerns.

  

  Business Response

  Date: 04/08/2024

  ADT has reviewed the account and confirmed the account is cancelled. ********************** waived the balance on the account in the amount of $124.38. We applied a credit to the account. We attempted to contact the customer on 03/28 and 03/29 and he advised not to contact him. 

  Customer Answer

  Date: 04/08/2024

   
  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,
  
  ***********************

   

  NOTE: AFTER RECEIVING RECORD OF THIS RESPONSE IN AGREEMENT WITH THE COMPANY, THE COMPANY IS ****** NOTIFIED THAT ANY FURTHER CHARGES WILL BE TURNED OVER FOR LITIGATION.

  Customer Answer

  Date: 04/20/2024

  ADT continues to bill me after they said my account was cancelled and I reported their equipment faulty.

  Customer Answer

  Date: 04/23/2024

  ADT continues to fraudulently attempt to charge my account 

  Customer Answer

  Date: 04/23/2024

  ADT continues to fraudulently attempt to charge my account 

  

  Business Response

  Date: 05/02/2024

  ADT resubmitted the cancellation request to make sure everything was cancelled correctly.  

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21492317
  
  I am rejecting this response because:

  I'm in the process of initiating a lawsuit for fraud charges to my account at this time and plan to submit the photos as evidence along with copies of every response from the establishment at this time. This CANNOT continue.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/15/2024

  ADT doesn't show any payment attempts on our end.

  

  Business Response

  Date: 05/24/2024

  ADT reviewed the account, and the account is cancelled. The customer owes for the remaining balance of the equipment loan. The past due balance was adjusted. 

• Initial Complaint

  Date:03/26/2024

  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 have been trying to cancel my ADT security system since the last week of January 2024. After over an hour on the phone waiting to talk to a live person, I used the live chat which said it was sorry to see me go. In February, I got a bill. I wrote a letter explaining my system had been replaced by one my children gave me for Christmas,that I'd stopped auto deduct payments the end of January and left a message on the live chat. I then got another bill for February, March and upcoming April. 1st lady told me to pay my bill and hung up on me. Called back, told that lady and 2 more women with ADT what my problem was and that I wanted the account closed the end of January which I'd been attempting to do since the end of January. They kept trying to get me to buy into a lower payment for my system knowing I already have another one in place. The 4th lady put me on hold, came back on the phone and said they would cancel my account the end of January 2024. I asked twice if she was really gong to do it, She said YES. That was 3/20/24. On 3/21/24, a man from ADT calls. Wants to offer me a better rate to keep my service! I told him my account was being cancelled and they needed 24hrs to get it done. He said its still pending cancellation. I told him I did not want their service, it was to be cancelled, it should have been a red flag with the stop payment on my account, my live chat message, my 2/18/24 letter that was ignored, and I had cut wires on their alarm system which should have showed them it wasn't working. Today, 3.26/24 I got another bill in the mail, reduced but payment is expected. I am sending out another letter, told them they were badgering and harassing me, gave them another copy of the February letter I wrote them that was disregarded, and said again, I am not paying their bill, I am paid in full thru January, period. I need to get them to stop harassing me about a payment not owing.

  Customer Answer

  Date: 04/02/2024

  I've added my two letters to ADT plus their ******** minus one for lack of link to do the other one. The February letter was attached to that paper billing and sent to them. It was obviously disregarded

  becacuse I never received any acknowledgement from it. Any further information needed, please let me know. Thank you. 

  

  Business Response

  Date: 04/12/2024

  We reviewed the account and confirmed that ************* had the system installed on 11/29/2012.
  
  On 3/19/2024 ************* called in said she replaced her system and wanted to cancel the service.
  
  The customer service agent assisted ************* and offered to adjust the rate.
  
  ************* declined wanted the account cancelled. The customer service agent submitted the cancel request.
  
  On 3/20/2024 a win back agent reached out to ************* and offered to upgrade the system.
  
  ************* declined the offered said she switched to another provider.
  
  The account cancelled on 3/20/2024.
  
  We reached out to ************* to further assist she said the account should have been cancelled in January.
  
  We assisted ************* and let her know there are no notes on the account to support the account should have been cancelled in January.
  
  As a goodwill gesture we placed a credit of $110.78 on the account to cover the balance due on the account.
  
  We advised ************* the account is cancelled, and no further billing will take place on the account. 

  Customer Answer

  Date: 04/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I understand no further payment is owing

  and my account is cancelled as of the end of January.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 20, 2022, I subscribed to ADT service which included door sensors and 2 outdoor camera. I had been paying for the service and I noticed that one of the camera was not working. I made multiple attempts to get ADT to fix or replace this poor quality camera to no avail. After about 5 months of ADT refusing to fix the camera, even though I have been paying for *************** Plan (QSP) which ADT warranty service I stopped paying. I noticed that the one of the camera probably stopped functioning because of exposure to the heat/rain. I would appreciate it if you could use your office to fix this issue.Customer Account #: ********

  

  Business Response

  Date: 04/08/2024

  We reviewed the account and confirmed that Mr. **** had the system installed on 12/20/2022.
  
  On 4/6/2023 Mr. **** called in about the ****** cameras said he could not see any videos.
  
  The customer service agent assisted Mr. **** and transferred him to the ****** department.
  
  There are no notes on the account to support Mr. **** spoke to the ****** department once transferred.
  
  On 9/16/2023 Mr. **** called in said he received an alert from the alarm wanted to know if the police were called.
  
  The customer service agent assisted Mr. **** and let him know the alarm was triggered by the motion detector advised the police was notified to be sent out.
  
  Mr. **** requested the alarm history. The customer service agent assisted Mr. **** and sent him the alarm history via email.
  
  On 12/13/2023 Mr. **** called in said the cameras has not worked for the past 6 months requested for a technician to be sent out.
  
  The customer service agent assisted Mr. **** and scheduled a virtual appointment for 12/13/2023.
  
  On 12/13/2023 a virtual agent reached out to Mr. **** left notes that there was no access to the cameras set a service appointment for 12/15/2023.
  
  On 12/15/2023 a technician went out left notes that the customer declined the ********************.
  
  We reached out to Mr. **** to further assist he mentioned the cameras were not working said he stopped making payments on the account.
  
  We assisted Mr. **** and scheduled a service appointment for 4/9/2024 and advised Mr. **** a payment will have to be made towards the account to stop the account from cancelling due to nonpayment.
  
  Mr. **** said he would not be making a payment until the cameras are working.
  
  As a goodwill gesture we placed a credit of $258.64 on the account to go towards the balance due of $517.29.
  
  We will follow up with Mr. **** after the service appointment and assist as needed. 

• Initial Complaint

  Date:03/26/2024

  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.

  ISSUE OCCURRED 12/23 LAST YEAR PER CONTRACT. I called to cancel my account in December. ******* stated that she will lower my cost if I stay with them. I stated that if there is no contract I will stay. She said on a recorded line that she will not put me on a contract. Today I called to cancel and they said they have a contract with my electronic signature on it and they emailed it to me. I did not received it back in December nor today when he emailed it to show me if I cancel ill have to pay $800.00 at first he had problems emailing it to me because they didnt have my correct email address on file.

  

  Business Response

  Date: 03/27/2024

  ADT has reviewed Mr. ******* concern and was in contact with him on 3/28/24. ADT has processed a cancellation with an effective date of 3/31/24 with no early termination charges. **************** is satisfied with the resolution. 

  Customer Answer

  Date: 03/28/2024

   
  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:03/26/2024

  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.

  Ive had ADT for 22 years. Their system and services just dont work. Their customer service is next to impossible to get through to and when you finally get through, they dont service you whatsoever. I finally switched my service to Ring and ADT sent me a bill for $589 saying I have a cancellation fee. They are saying that I re-signed my contract a year ago, and it simply not true . My contract shouldve expired 14 years ago. The representative at ADT refused to let me talk to a manager and refused to have 1 call me back. There is no going through their firewall. They just simply dont care.

  

  Business Response

  Date: 04/01/2024

  We reached out to the customer and apologized for any frustration endured with the service. After review of the account, the customer contacted ********************** on 03/31/2023 requesting to remove the video services, which the customer accepted a verbal Loyalty Rate Lock extension of 36 months for $29.99 and a temporary rate of $19.99 for the first 6-months of that term. The 36-month term was placed on the account starting the next billing cycle of 04/26/2023 and it ended 04/25/2026. Once the customer called requesting to cancel service on 03/16/2024 and the 30-day cancellation of service was submitted it resulted in the customer being billed 75% of the remaining term.We explained as a goodwill courtesy, based on the customers tenure, we have waived the final balance of $575.72. We also explained, the account reflects a zero balance and nothing further is owed to ADT. The customer is satisfied with the resolution.