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

  
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  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
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  ADT Security Services, Inc.

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

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  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:03/26/2024

  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.

  After experiencing a break in, I signed up with ADT security systems and they installed their system at my house. Shortly after (less than 30 days), all of the cameras went offline and would not function. I called customer support multiple times with no resolution. I was transferred to multiple different people and departments with extremely long wait times with each transfer. I was hung up on(or disconnected) multiple times also. The times I did reach a person, they tried to troubleshoot (which I already did multiple times from their instructions online), with no resolution. To this day the cameras are still not working and I had to get a different companys system installed to secure my safety, as I am a single women living alone. When I called to cancel my service, they told me I have to pay the entire 5 years of my contract.

  

  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, we explained the service was started on 11/14/2023 under a 60-month Retail Installment Contract that ends on 11/13/2028, where the customer agreed to finance the equipment installed and make additional monthly payments of $40.11 for the equipment over the term. The total equipment cost financed was $2,406.13. After further review, we explained there is no record of any service calls since the system has been installed. We offered to schedule a free service call, but the customer declined and stated she does not want the system repaired due to she has changed to another company named Vivint. We also explained we can assist with cancelling the account, but all fees will be valid based on we were not allowed the opportunity to address the system issues. The customer stated she does not she does not want a company she had to call repeatedly, being placed on hold and then system still not work,which the only resolution she wants is to cancel the service without penalty.We verified the customer contacted ********************** on 12/21/2023 reporting that she did not receive a doorbell camera and was transferred to our ***************** The next call received from the customer was on 01/12/2024, which the customer requesting to cancel the service citing the cameras had been down a week and had installed Vivint. The customer informed she would see if ****** would pay off the early termination fees before she cancels service with ADT. There were no other calls reporting issues or requesting the need of a technician. We apologized and explained cancelling the service without penalty is not warranted, which the customer stated she will call the ******************** back and explain she only wants to be released without penalty. If the customer elects to cancel the service before the end of term, the equipment finance loan balance of $2,205.58, plus the early termination fees of around $2, ****** will be valid,per the agreement terms. At this time, the account is still active and since the customer has changed to another company, we need to obtain the verbal password to process the cancellation of service. No further action taken. 

• 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.

  On 2/27 we had a total loss fire. ADT security did not call the fire department. I have called at least seven times and received multiple different answers why my house burned to the ground with my animals in it. Further, they then charged me fees and surcharges for leaving my contract early. I no longer own a house to "protect" anymore. I use protect lightly considering they neglected to call the fire department or us.

  

  Business Response

  Date: 04/08/2024

  We spoke with the customer and apologize for the frustrating experiences with their cancellation request and fire that took place at their home. We have removed the balance associated with the cancellation and have also provided the customer with information and processes to file a claim for damages suffered from the fire at their home. 

  Customer Answer

  Date: 04/09/2024

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

• Initial Complaint

  Date:03/26/2024

  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 08/24/2022 ADT Contracted to Install A Video Survillance System for The Amount of ******** and A *************** Charge of ***** x 60 =******** for a Total Of ********* The System was Installed Improperly , The 8 Camera Leads Do Not Connect Directly to The Recorder, ****************** Took a Short Cut and Attemped To Feed The Camera Leads Into the Existing Household Internet Wiring and Then Convert back to the ADT Installed Recorder This Substandard ********** has Caused The System to Fail many Times Resulting in ****************** and Many Repair Requests To The Property We are Requesting That ADT Returns to Complete The ********** Properly so We May **** Full Uninterrupted Use Of the System We Had So Heavily Invested In

  

  Business Response

  Date: 04/02/2024

  ADT has reviewed the installation with ************** and explained as the installation was two years ago any issues with the system would need to have been brought to ADTs attention at the time the work was performed. ************** agreed to the charges for a technician to come out to the location to have a technician relocate the equipment. The service appointment has been scheduled for ************** for 4/2/24.

• Initial Complaint

  Date:03/26/2024

  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 got a contract with adt on 9/14.24. I moved in November and cancelled coverage. I got a bill for the equipment and service. I called they said do a relocation new contract and then you wont be billed that previous balance. I got a new contract they said they cant use old equipment. I had to pay for the new equipment. So new contract new equipment. They after several escalations wiped my balance to zero. Then now they are reversing the credit. And saying I owe for the equipment. The credit was done in December. I keep calling the contact center reps and account managers are rude. I have been hung up on over 5 times. They will place you on hold for ***** minutes and then you are transferred to another department that cant help. The account manager last week on 3/20/24 advised she spoke to a lead and reversed the charges. I would go from 3 accounts to 1 with a balance of less than $80. I called Tuesday to make a payment since I was advised the credit would take a few days. And I am back where I started. Balance not credited and called escalated call twice they both cold transferred me to billing to avoid the account.

  

  Business Response

  Date: 03/28/2024

  The customer was billed for 75 percent of the contract terms remaining for their prior location as well as the remainder of their flex fi equipment loan in full due to terminating service at their prior location. When the customer relocated in December of 2023 the contract fees were reversed but the customer would still ow for unpaid equipment charges remaining from their prior purchase at the old location. When speaking with ADT in December, a $500 credit was applied prior to the reversal of their contract fees for relocation, which inadvertently was applied towards their loan balance giving the customer an additional $500.00 discount off their loan. ADT contacted the customer and attempted to break down the billing for a better understanding. 

  Customer Answer

  Date: 04/01/2024

  I spoke to them and leadership less than two weeks ago and they advised me that I should not have been reversed the credit. The account manager and a lead reviewed my account said on a recorded call that they made a mistake would credit me the termination reversal fee. It would show up in less than five days and they had me sign a brand new contract. And no one was condensed why they keep having me sign new contracts. This is frustrating and fraudulent. Three account numbers no manager is addressing this or reviewing three accounts. They are lying. And they will keep billing me probably now for four accounts. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21487594
  
  I spoke to them and leadership less than two weeks ago and they advised me that I should not have been reversed the credit. The account manager and a lead reviewed my account said on a recorded call that they made a mistake would credit me the termination reversal fee. It would show up in less than five days and they had me sign a brand new contract. And no one was condensed why they keep having me sign new contracts. This is frustrating and fraudulent. Three account numbers no manager is addressing this or reviewing three accounts. They are lying. And they will keep billing me probably now for four accounts.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/03/2024

  ADT has confirmed with the customer there are only two account numbers associated with the customer. The third was deleted when the installation job was canceled and re activated under the other account number. To reiterate our previous response, the customer was billed for 75 percent of the contract terms remaining for their prior location as well as the remainder of their flex fi equipment loan in full due to terminating service at their prior location. When the customer relocated in December of 2023 the contract fees were reversed but the customer would still owe for unpaid equipment charges remaining from their prior purchase at the old location. When speaking with ADT in December, a $500 credit was applied prior to the reversal of their contract fees for relocation, which inadvertently was applied towards their loan balance giving the customer an additional $500.00 discount off their loan. ADT contacted the customer and attempted to break down the billing for a better understanding. The customer owes for the previous equipment loan. 

• Initial Complaint

  Date:03/26/2024

  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 keep getting letters from ********* on behalf of ADT. I had ADT more than 6 years ago when there equipment started to malfunction. They were fully aware about there equipment going off and that I was unable to disarm it. They had multiple technicians come out and they told corporate that the only way the problem would be fixed was to replace the equipment. They refused stating in order for them to replace the equipment I had to sign a new contract which I was at the end of mine and almost paid off. I paid for this equipment 2 years additional even though my cameras didnt work and the pad would go off and I could not disarm it. One day this happened I received a surprise knock at my door it was the fire department. Because of this ********** has been writing me asking me to pay for something that was not my fault. It was due to their bad equipment and they knew about it. The customer service would hang up on me and refuse to escalate to management. This should be resolved by ADT, I depended on them to provide security and they failed. I had tragically lost my husband yet I continued to pay for services that I didnt have and when I reached out on countless occasions my resolution went unanswered. Now its on my credit and ** getting harassed for something that was not due to any fault of my own.

  

  Business Response

  Date: 04/01/2024

  We reached out to the customer and apologized for any frustration endured with the service. We also extended our condolences to the customer and her family due to loss of her husband. After review of the account, the customer started service under a new ******** agreement on 05/05/2017 that ended on 05/04/2020. After further review, the account cancelled on 12/06/2019, which was before the end of the term that resulted in the customer being charged early termination fees of $242.87. We explained as a goodwill courtesy based on the customers tenure, we have waived the balance of $245.02 and the account has been removed from collections.The customer is satisfied with the resolution. No further action taken.

• Initial Complaint

  Date:03/25/2024

  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.

  I have been an ADT customer since 2013. I currently pay about $270 quarterly for burglar alarm services. In December of 2021, I decided to purchase CCTV cameras from ADT and to have them installed by ADT. I could have paid for the cameras in full, but the sales representative talked me into financing the cameras, since there was no interest charged for financing. He also told me that I had to pay ADT an additional $25.59 per month until I fully paid for the cameras in case ADT had to service the cameras. He explained to me that the cameras still belong to ADT while I am financing them so the $25.59 per month has to be paid in case there is a malfunction with the cameras and ADT has to come out and complete a repair. He stated that after I pay for the cameras in full, I no longer have to pay for $25.59 per month. He suggested that I use the financing option in case something goes wrong with the cameras for the first year because the $25.59 will cover the cost for the ADT service visit, which will be cheaper than paying the ADT hourly rate. Therefore, I took his advice and financed the cameras with the understanding that after I pay for the equipment in full, I can cancel the $25.59. On 3/22/24 I paid the remaining balance for the cameras, which was $1,230.99. When I called ADT to cancel the $25.59, they told me that I had a contract for an extended warranty on the cameras and that I had to pay $500 in order to cancel the warranty. I never knowingly agreed to an extended warranty, and I should not have to pay ADT $25.59 per month in case the cameras that I now own malfunction. So far I have paid ADT $600 in case the cameras malfunctioned, and ADT has never had to make a service visit thus far. ADT is engaging in some trickery and unethical practices in order to ******* their loyal and long-time customers out of money.

  

  Business Response

  Date: 04/04/2024

  The customer has a signed ****** contract they agreed to which includes the quality service plan for the camera services that were installed on 12/20/21. While offered to help process the cancelation for the service plan, however early termination charges would be enforced if canceled prior to the contract end date. These early termination charges are assessed at 75% of the remaining contract balance and will not be waived. 

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21485798
  
  I am rejecting this response because:
  The ADT representative lied to me about why I had to pay for the service plan. He told me that I could cancel as soon as the cameras were paid off. I did not sign a contract for ADT to service the cameras. ADT has not provided any services for the cameras and they are not at a loss for services rendered. I own the cameras and do not wish for ADT to service them. My signature was forged by an employee. ADT should look at my prior signatures and they will see that it doesnt even come close to the way I sign my name. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/10/2024

  The contracts were agreed to via DocuSign, only accessible via the customers email, and could not be forged. When signing they are presented with several options on how they would like their signature to look or to manually draw to sign. Should the customer decide to cancel the service plan, early termination charges will be applicable. These early termination charges are assessed at 75% of the remaining contract balance and will not be waived.

• Initial Complaint

  Date:03/25/2024

  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 worked w/ *********************, salesperson for a quote of a security ***************** Since the install, there have been nothing but issues with the cameras not working and constant alerts on batteries. All of the phone customer service agents never had any information on why this was happening but each time wanted to charge a service charge for the visit. I was told the installation techs (2) should have refused to install the cameras as they were not appropriate and would never work correctly. Techs that would come for service knew nothing of the difference between cameras or issues. They along with customer service told me I need to get up on a ladder and bring all the batteries in to warm up in cold weather (we live in ******** with cold temps). I understand a couple of techs are no long with ADT and ***** is new and not experienced in this. All of these items are ADTs responsibilities and not the clients. I was told we should never have been sold these cameras and ADT staff (including ****) aggressively push ****** products for the commission by a few employees. I reached out to **** and at this point was very upset. He got back to me and gave me the same options and told me I would need to pay the full CCTV system price and no refund for the ****** products pushed on me. I told him I wanted to cancel and he gave me an #*** number and said to call them. I am very thorough in my decisions and had I been told the cameras would need to have their batteries warmed up every time it got cold and stopped working.I have new cameras that are not working. I have comments from current and former ADT employees that back up my concerns and intentions. I did receive a survey and provided all this same information and received an email from *********************** concerned and said he would like a resolution. I provided the same information via email (he was on vacation for a week while I sent my email.It is now a week after his return and have heard nothing from him.

  

  Business Response

  Date: 04/06/2024

  ADT has removed the 4 ****** cameras on 4/4. We will be refunding what was paid for the ****** cameras and a sales representative will be working with the customer to purchase CCTV cameras.

  

  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 escalated the concern to our *************************** and **************** for further assistance with the customers concern regarding the sales and installation.After further review, the Installation/Sales Team informed they did explain to the customer the best option was to install the ***** but the customer chose to accept the less expensive option. They also explained they did inform the customer in order to have the ****** Cameras operate properly without having to charge the batteries to the cameras, it would require wiring to be ran down the customers wall and the customer declined that option. The customer informed she did not want the option of running wires down the wall due to it will affect the value of her home. We explained the only options at this time would be to wire the cameras correctly, remove the cameras & apply the cost paid towards the **** cost or remove the ****** cameras completely and refund the cost paid. The customer agreed to remove the cameras and accept the refund back of the cost that was paid. We have scheduled a service technician for 4/04/2024 12pm-4pm to remove the 4 Outdoor ****** Cameras, which the customer opted to keep the ****** Doorbell. We explained once the equipment is turned in, we will refund the cost paid for the cameras back to the payment method within ***** business days. The customer also requested to be contacted by a Sales Representative to discuss the pricing on the **** system. The Sales Team met with the customer on 04/04/2024 at 11am, but the customer declined at that time to move forward with the new **** system due to price concerns. The customer is satisfied with the resolution. 

  Customer Answer

  Date: 04/09/2024

  ADT did remove the four cameras, powers attachments and connectors.  Hopefully, it will not take long to receive the same amount refund. Thank you

  Customer Answer

  Date: 04/09/2024

  The information in ADT's response is not the truth.  **** did not tell me that ****** cameras would not work with the wiring we had.  I spoke with three techs and they told me the cameras should never have been installed and should have refused.  I was also told ADT pressures their employees to sell ****** products for the commission.  I called ADT for a dozen times for help with little or no help and they NEVER gave me information **** cost.  The only time I received cost and services for the **** cameras was 4/4/2024 from Bill.  I found high quality cameras for less than 1/3 of what ADT was quoting.

   

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21485700
  
  I am rejecting this response because: 

  The information in ADT's response is not the truth.  **** did not tell me that ****** cameras would not work with the wiring we had.  I spoke with three techs and they told me the cameras should never have been installed and should have refused.  I was also told ADT pressures their employees to sell ****** products for the commission.  I called ADT for a dozen times for help with little or no help and they NEVER gave me information **** cost.  The only time I received cost and services for the **** cameras was 4/4/2024 from Bill.  I found high quality cameras for less than 1/3 of what ADT was quoting.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/16/2024

  We explained to the customer, once the equipment is removed and verified that it has been turned into the office then we can proceed with processing the refund. After review of the account, we confirmed the four cameras and power supplies needed for the cameras were turned in on 04/09/2024.The original installation cost for the four cameras was $1,156.00, but there was a discount applied of $354.16 to the cameras that reduced the cost to $801.84. The flying leads wiring quantity four original cost was $40.00 that were $10.00 each, but a discount was applied for $12.24 that reduced the price to $27.76.  Also, the same for the four power adapters was $40.00 that were $10.00 each, but reduced to $27.76 after the $12.24 discount was applied.The total refund owed back to the customer is $857.36. We have explained to the customer, the refunds will be received in two separate transactions. Based on the customer has updated the previous installation payment method from **** to Master Card, we can only refund back to the active payment method. We have refunded $384.95 back to Master Card on file and the refund was released on 04/15/2024, which is the total amount of payments we have collected from that card. The credit card refund should be received within 7-10 business days, if not sooner. The remaining credit balance amount of $472.41, will be refunded by sending a paper check refund to the home address. The paper check refund should be received within ***** business days, if not sooner. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21485700
  
  I am rejecting this response because: the discount was not applied percent wise to all products/services and asked for detail on why larger discount applied to the cameras and not products i am keeping.  

  I asked to have refund applied to the charged card and asked what business reason for two different pay sources.  Our mailboxes are not secure and regularly getting broken into.  Credit card refunds are the most secure refund process.  

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

  

  Business Response

  Date: 04/20/2024

  ADT has refunded $384.95 back to Master Card on file and the refund was released on 04/15/2024. The credit card refund should be received within 7-10 business days. The remaining credit balance amount of $472.41, will be refunded by sending a paper check refund to the home address. The paper check refund should be received within ***** business days.

• Initial Complaint

  Date:03/25/2024

  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.

  In Mar of 2022, I contacted ADT for a security system for my apt. I was adv by ADT that the blue would be beneficial to me bc I am leasing an apt. I rec'd the ********** *** had a few hiccups getting it set up, but it was finally up and working until 10/2023. My wife *** were away overnight and when I returned the alarm sounded as if someone was in our apt., I contacted ADT *** was informed that the hub & or sensor was not working properly. A new ************ were sent the next day. I made several calls to speak with a tech & after multiple attempts the system was working. In Jan 2024, I decided to check the camera & realized it was not working. Contacted ADT 1/23 & was persuaded to order ADT+. the order was placed & rec'd the next day. This is when the nightmare began. My wife nor myself & the reps could not assist us with logging onto the app to get the system setup. I made countless calls which were ALL unsuccessful with the reps. I was getting the run around over & over & over for two days until it was finally setup. I was informed that I had to wait 30 days to return the blue which is inoperative. I was away on 2/16. Once I left my apt, my wife viewed the ************ noticed that the camera was not videoing the entire time while away. My wife received a text on 2/17 stating a burglar alarm was received at my residence. The police were notified & assured the residence was secure. I contacted ADT again to inquire why the camera was not working while I was away. NO RESOULTION! At this point, I requested mailing labels for both the blue & the plus to be returned to ADT. I spoke to a rep on 3/8 for 3 ********* apologized for everything I experienced with the other reps. *** placed another order for me to receive another system. I attempted to setup the new system a wk later & again unsuccessful. I requested a mailing label again. The plus has been returned, but I still have the blue bc ADT will not provide a mailing label to return it. Your assistance is helpful.

  

  Business Response

  Date: 04/04/2024

  We reviewed the account and confirmed **************** ordered the ADT Blue equipment on 3/22/2022.
  
  On 6/13/2022 **************** called in due to troubles with the door sensor not working.
  
  The customer service agent assisted **************** and did some troubleshooting to reset the door sensor.
  
  On 7/15/2022 **************** called in due to a sensor being stuck open.
  
  The customer service agent assisted **************** and sent out a replacement sensor.
  
  On 12/14/2023 **************** called in to request a replacement hub due to the hub not working.
  
  The customer service agent assisted **************** and submitted a request for the hub to be replaced.
  
  On 1/23/2024 **************** called in to get options on changing out the system.
  
  The customer service agent assisted **************** and gave him some options for the ADT Plus equipment.
  
  On 3/8/2024 **************** ordered the ADT Plus equipment.
  
  On 3/11/2024 The ADT Plus equipment was activated.
  
  We sent out a return label via email to **************** for the ADT Blue equipment to be returned.
  
  We reached out to **************** to further assist and did not get a response.
  
  We will assist **************** as needed once we get a response. 

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21485399
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/11/2024

   I received your letter dated April 4, 2024 regarding my complaint with ADT Security. I am satisfied with the message from ADT except I have not received a mailing label for the ADT Blue equipment which is still in my possession. As I indicated in my initial complaint the equipment is inoperable. Also, I would like to have a refund to my financial institution that was deducted from my checking account. This is tor the camera in the amount of $111.28 dated January 23, 2024, $35.59 dated January 24, 2024, $24.99 dated March 2, 2024 and $10.84 dated March 8, 2024. The overall total of the refund is $182.70. These were the monthly amounts that were deducted from my checking account. I was charged for the ADT Blue and the ADT+. ADT WOULD NOT provide me with a mailing label to return the blue during that time. Once I receive a mailing label to return their equipment and my refunds are applied to my account I will be satisfied with this matter.

  

  Business Response

  Date: 04/17/2024

  We reached out to **************** to further assist let him know the ADT Blue equipment will have to be returned to stop the billing for the leasing of the equipment.
  
  A return label was sent out to *********************  for the ADT Blue equipment to be returned.
  
  Once the ADT Blue equipment is returned the cancellation will be processed.
  
  The equipment was leased on 3/22/2022.
  
  We advised **************** no refund will be provided.
  
  We will assist **************** as needed once the equipment is returned.

  Customer Answer

  Date: 04/29/2024

  I just received the letter dated April17, 2024 in regard to the message from ADT. I am desperate to have this matter resolved with ADT. I returned ADT ALL of their ADT+ equipment via ***** on March 19, 2024. According to ADT, a return label was sent to ********************* for the ADT Blue equipment to be returned. I searched for this email and the email was sent on March 16, 2024 which I was not aware that it was sent. When I attempted to download and print the label today, I received a message stating that the expiredtokeninvalid argument. The provided token has expired. Request signature expired at 2024-04-16T07:28:54+00:00. I am pleading with the Better Business Bureau to please contact ADT to send me a mailing label to return their ADT Blue equipment. Ironically, I received four emails this morning from ADT one indicating my refund from ADT is waiting in the amount of $111.28. I completed the necessary information and first email states, "your refund from ADT has been processed, and the second email states, "you have received a refund from ADT, and the fourth email states your refund from ADT has not been processed." I do not understand why these emails are contradicting. I checked my financial institution and this money has not been credited to my account. ********************** continues to credit and deduct payments from my account in the amounts of $10.84 and $35.59 as of April 26, 2024. I have disputed these amounts with my financial institution authorizing do not allow these deductions from my account. Can you please take further action with ADT in resolving this matter because it has become beyond frustrating, annoying, physically, and emotionally distracting at this point. Your prompt attention is greatly appreciated. Thank you.

  

  Business Response

  Date: 05/03/2024

  In review of the ADT Plus account we confirmed that *************** returned the equipment on 3/21/2023.
  
  On 4/12/2024 2 refunds were processed for $10.84 to cover the payments made towards the equipment.
  
  No cancel request was submitted to close out the account once the equipment was returned.
  
  We submitted a cancel request on the account to stop the billing on the account.
  
  The account will be cancelled on 6/1/2024 with the 30-day cancellation period.
  
  As a goodwill gesture we placed a credit of $35.59 on the account to cover the account due on the account.
  
  A return label was sent out to  *********************  on 5/1/2024 for the ADT Blue equipment to be returned.
  
  Once the ADT Blue equipment is returned the account will be cancelled.
  
  There are no notes on the ADT Blue account to support a refund for $111.28 was going to be issued.
  
  We reached out to **************** to further assist and did not get a response.
  
  We will assist **************** as needed once we get a response. 

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 21, 22 &25, 2024 On March 22, I called ADT regarding the communication failure that was displayed on my home alarm panel. They did a viral phone check on my alarm system and stated that is no longer was communicating with their system in their office and a tech would need to do a further check. On March 22, a tech called stating that the problem was with my landline carrier. I asked if I could turn off my landline phone and he stated that the he wasn't sure and he gave an appointment for 3/25 and some one called on the landline phone which did not work, but they were given my cell number but they never called that number so I someone can tell me if the landline can be turned off.

  

  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, we explained the alarm has not performed its monthly communication test, which the customer informed there is issues with her landline being down. The customer stated the telephone company has to come back to replace wiring in in the box or do something in the main phone box. After further review, we explained if the phone line is down there is an option of where we can install a cellular radio for the alarm to use for communication by cell tower and take the alarm completely off the landline. We explained if elects to add the cellular radio, we can waive the cost of the part, but it will require a 1-year agreement and the monthly rate will increase to $35.99. The customer declined at this time and stated she wanted to see if the landline can be restored after the telephone company comes back and repairs the line. We provided our call back number to contact us directly if the customer wishes to proceed with adding the cellular radio. No further action taken at this time. 

• Initial Complaint

  Date:03/25/2024

  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.

  In early January a representative by the name of ******************************* came to my house to discuss replacing my outdoor security cameras. She did not provide a contract or bill of sales for the cameras I wanted to purchase. I specifically explained to the sales representative that I wanted similar type of outdoor security cameras that displayed my back and front yard areas. On January 10, 2024 a technician came out installed new security cameras to replace the existing ones. The new security cameras only displayed a small section of my front and back yard areas. I contacted ADT and explained to them I was totally dissatisfied with the new cameras as they didnt provide much coverage. The sent out another technician who stated the cameras couldnt be adjusted to provide more coverage and that I would have to purchase additional cameras. I found that suggestion unacceptable. Another technician came out and when I explained to him the situation and I was not going to pay for a product that I was not happy with. He got angry and disconnected all the security cameras and walked out. I am 94 years old and have been with ADT for over 30 years. I have spent hours on the phone with various ADT staff but havent been able to reach a resolution. I keep getting transferred to different departments. It is like going in circles. My daughter, ********************* has contacted ADT on my behalf and was transferred to several different ADT staff without getting a resolution. I want ADT to put in the appropriate cameras that will provide the necessary coverage. I wasnt provided paperwork detailing the cameras and the revised contract. Therefore, I couldnt exercise any cancellation rights. Furthermore, I was told that if I leave ADT I will still be responsible for the contract. It is unacceptable to treat a customer especially a long term customer in this matter. I have no problems honoring the contract or paying for the cameras provided they are the appropriate ones.

  

  Business Response

  Date: 04/01/2024

  We were able to speak with ************** regarding her concern.Her complaint was that she wanted to exchange the **** cameras that were installed on 1/20/2024 to ones that provide the field of view she is wanting.Her and her daughter were given the run around by ADT customer service to get this resolved.
  
  We were able to communicate to the local office in ********,** that the sales representative she dealt with was no longer communicating with her and she needed a copy of her original contract. The local office confirmed the sales representative dropped off a copy of her contract last week. Our local office managers in ********, ** met with ************** today,4/1/2024, to discuss different camera options that would be more acceptable for her.
  
  They offered a camera with a better field of vision and gave her quote for them. The price quoted was only the difference between the current cameras and the ones she wanted. ************** declined. If ************** wishes to replace the cameras then she would have to agree to the price to install them.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21484793
  
  I am *********************, ***************** daughter and am trying to assist her with her complaint. According to my mom, ADT had scheduled an appointment for 4/1/24 between the hours of 8 am-12 pm for a salesman to come out to discuss camera options and no one ever showed up. She made contact with ADT again and another appointment was scheduled for 4/15/24 between 10 am-12pm and again it was a no show. To date, no one from ADT has been out to Ms. ****** home to discuss camera options. This proposed action is still outstanding and it is unfortunate that ADT is stating otherwise.

  
  

  My mom lives in ******* and I live in **************** and we both are longtime ADT customers. I had tried to contact ADT by phone on behalf of my mom and spent hours on the phone with no resolution. I kept getting transferred to different departments. It was like being in a maze. The level of ADT customer service is not good and very customer unfriendly. This is a recent development because in the past ADT was very responsive and valued their customers.

  
  

  I hope ADT will provide ************** an opportunity to discuss various camera options through a home visit. 

  
  

  Thank you again,

  
  

  ********************* on behalf of *********************

  
  

  

  Business Response

  Date: 04/26/2024

  We are working with the local office to confirm the details ************** stated in her rebuttal. We will respond when we have heard back from the office in ********, ** we will respond.
  
  We also wanted to advised ************** called in on 4/24/2024 to cancel her ADT service and noted that while she was on the phone with our cancellation team, another alarm provider was present at her home and advised that they would pay out her contract with ADT.

  

  Business Response

  Date: 04/30/2024

  Our local office in ********, **, confirmed ************** met with a local representative on 4/1 at 11:41am. The representatives name was ********, and he was at the customers home until 12:45pm. ************** was offered a quote for cameras that had a wider field of vision, and she declined it due to price to switch out the cameras.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21484793
  
  I am rejecting this response because:

  As stated in my previous response, no one came out to my home. Because of the difficulties with this company, I have decided to terminate my services with ADT. No further action is required.

   I thank BBB for their excellent customer service in trying to resolve this matter.
  
  Sincerely,
  
  *********************