Complaints

This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

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

  
• 

  ADT Security Services

  2801 Gateway Dr Pompano Beach, FL 33069-4324

  
• 

  ADT Security Services

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

  
• 

  ADT Security Services, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  

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:03/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT security services has been completely unreliable. They have been unable to provide us we a reliable security system for the better part of a year. We have had technician visits that are in the double digits for the same problem. To add insult to injury, customer service is a joke. We had a technician visit yesterday morning for the same issue, only to be woken up at 3:30am by a faulty system and an unprotected home. When I called at 4am, they said no one would be able to come out until 5 days later, when I objected they moved it up to three and placed me on an emergency call back list and gave me a number to call at 8 am. I call at 8 am and they are still unable to help. The customer service rep was unable to connect me to a manager. Could only send an email and I have to wait for a call back? This isnt service. She was also unable to provide a number for the corporate office on first ask. Finally 30 min in I got a number. This is the worst display of customer service I have experienced. Not to mention the manager I spoke to earlier this week who told me we didnt have a problem and our system was working fine because his computer said so or the other technician who showed up without the necessary equipment earlier this week and told us our system was antiquated. Really? What are we paying for then? Why has no one said this? Tried to resolve the issue? This security company is leaving us unsecured in every way. Writing BBB because we need help. We have been customers for over 10 years, 5 in the current location. This is also a warning to others to avoid ADT. If you run into a problem with your system, they are not very responsive, lack customer service and at this point, skill. We have yet to receive an acceptable resolution to our problematic system.Bright spot **** in the field is amazing!!! The one person who is trying to actually resolve our problem. Dealing with him directly now since calling the service number does not work.

  

  Business Response

  Date: 04/05/2024

  We have attempted to reach out to Jeanique Druses but have not heard back from them. We have left them a message with direct call back information to discuss options.

• Initial Complaint

  Date:03/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an ADT client over 15 years. The last 3 years I had service without the need since me and my wife work from home. I called to cancel service they said there is a past due balance of $176.01 before they cancel the service. So I agreed and paid the past due balance when I asked to cancel they told me no sorry we can't since your forgot your verbal password you need to wait 10 days to get it in the mail. I asked them the pause service so I don't get charged in the meantime and they refused. I spoke to many representatives and one guy told me they would do it then later transfered to the cancelation department and they refused telling me they would not cancel until I get the verbally password in the mail. I asked them to use an alternative method and they refused. This is very frustrating specially being a customer for so long and now not needing there service and them treating me this way. Also when I was on the phone they had no problems collecting past due payment but would not cancel my serive. Truly disappointing.

  

  Business Response

  Date: 03/29/2024

  We reviewed the account and confirmed that Mr. ******* had the system installed on 5/26/2011.
  
  On 3/22/2024 Mr. ******* called in to cancel the account.
  
  The customer service agent assisted ****************** and asked for proper authorization to process the cancel request.
  
  Mr. ******* could not provide authorization.
  
  The customer service agent put in a request for the password to be sent out in the mail to ****************** advised once he receives the password to call back in for the cancel request.
  
  We reached out to Mr. ******* to further assist and processed the cancel request.
  
  The account is cancelled, no further billing will take place on the account. 

  Customer Answer

  Date: 04/01/2024

   
  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:03/22/2024

  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.

  On 2/21/24 I called ADT requesting an additional key fab remote for my alarm system. I was transfer to sale ***** ******* processed my order for fee $53.50, he said can't place the charge on my ********* must transfer me to system to enter my credit card. However, on my account I saw a charge for the $53.50 the same day then reversed, perplexing. Also, He made an appt for virtual tech installation. I didnt get the fab in time for the appt and it was rescheduled. I called to see if it was going to arrive in time for the reschedule. Finally, it arrived 2/29. However, it was a window/door sensor not a key fab. I called back express the error trying to get someone to help. I was very frustrated because I was told I have to pay for another item when I just paid for the incorrect item & had to return before refund. I asked for a manager. I was transferred. The lady was very pleasant & tried to help. She ordered me the key ********** me a return label to send the other item back for my refund. Then for the inconvenience she credited my account $100 to cover the 3 months billing since I had so much difficulty with my request. She also transferred me to enter my card to pay for the fab $32.10 and rescheduled virtual tech call for 3/8. The fab arrived the day before my appt unfortunately, the virtual tech said it was also the incorrect fab and he said he will order another **************** again. Now my billing account has both charges for the window/door sensor and the key fab even though the representatives insisted they could not put the charges on my bill. Now, the courteous credit I was given for my inconvenience is useless. The credit has been eaten by these fees. Its absurd the number of times Ive called and was transferred to several departments to continuously explain the story over and over and over again and still not get any help. Additionally, it is completely disappointing that this is how ADT treat long time customers.

  

  Business Response

  Date: 03/25/2024

  ADT contacted **************** on 3/25/24 and provided a shipping label to return the incorrect device. ********************** also provided **************** with a credit of $53.50 that had been previously promised. **************** is satisfied with the resolution.  

  Customer Answer

  Date: 03/28/2024

  I received a return label for the processing of the incorrect key fab.  It was sent via ***** on 3/25/24 tracking ID ************.  I would like for the processing of my return completed and credit in the amount of $32.10 applied to my account before I can accept that this has been resolved.  Thank you 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21474620
  
  I received a return label for the processing of the incorrect key fab.  It was sent via ***** on 3/25/24 tracking ID ************.  I would like for the processing of my return completed and credit in the amount of $32.10 applied to my account before I can accept that this has been resolved.  Thank you
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/04/2024

  ADT contacted **************** on 4/3/24. ADT advised **************** of the time frame to receive her refund. ****************** was provided with direct contact information to reach her ADT representative should she have any further concerns. 

• Initial Complaint

  Date:03/22/2024

  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.

  We have made multiple calls to ADT to cancel our service, as the service doesnt work due to dependence on wifi. We were told they would provide a refund going back six months, but in fact, they did not. Not only did they lie about granting a refund, they continue to bill us and send threatening letters.

  

  Business Response

  Date: 03/26/2024

  Upon reviewed of the customers account, ********************** spoke to the customer and offered to waive the $89.05 account balance, out of courtesy, and he accepted the offer. ADT has waived the account balance, and the account now has a $0.00 balance.

  Customer Answer

  Date: 03/26/2024

   
  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:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT security system has been installed in my home since February 2019. The system has not worked consistently for over 2 years. I have made multiple attempts to get help from technicians over the years. The ring camera doesn't work nor the other equipment. Therefore I have not been able to arm my security system. They often want to offer a virtual appointment and technicians are typically unavailable. I would like a refund for the payments sent for the past 3 years. They have a record of the system being armed and off. I can see the problems on my ADT app. The company has terrible customer service unless you are purchasing a new system.

  

  Business Response

  Date: 03/28/2024

  Upon review of the account, ********************** sent a technician out to the customer at no cost to check the system. We contacted the customer, and she advised the batteries were low and the doorbell camera wasnt working. We scheduled a service appointment for 03/27/2024 and has repaired the system. The customer has confirmed that the camera is working properly.  We have applied a 3-month monitoring credit to the account and reduce the monthly rate to $37.99 a month. The customer was satisfied with the resolution. 

• Initial Complaint

  Date:03/22/2024

  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 August of 2023 I phoned ADT to change my battery on my alarm key pad. They made an appointment and then I had a no show. I contacted ADT to find out what happened and they said the tech told them that I cancelled the ticket because the problem had been resolved which was incorrect. I never contacted or told anyone to cancel the call. I phoned and told ADT several times to cancel my service if they were not going to maintain their equipment. I noticed that I was still being charged and phoned them again to cancel my services. I reached out in chat for them to cancel my services. This has been going on for months. I phoned today because I noticed I was still being charged for service. I told them I was going to notify my back to stop all payments and consider it fraud going forward. The rep on the phone today indicated that there were no notes of my attempt to cancel. I don't understand how that is possible as I have been reaching out for month. He claims it will be cancelled effective tomorrow and I owed them $119, For what, they were supposed to cancel my services seven months ago. Their customer ******************** and extortion tactics is disrespectful after over eleven years of service with them. I had previous ADT service at my previous home so I have had service with them for over twenty years. They installed this new key pad that is hardwired but still needs batteries, I refuse to become a ADT Tech and change batteries. I am angry and appalled.

  

  Business Response

  Date: 03/25/2024

  We were able to speak with ****************** regarding her concern. Her complaint was that she called in August 2023 to cancel her service due to system issues, but she continued to be billed by ADT. Then when the cancellation was entered on 3/22/2024, she was charged $119.59 on 3/23/2024 and requested that amount to be refunded.
  
  We explained that the $119.59 charge was the remaining balance of her equipment loan. We also advised her that she did call on 8/24/2023 to cancel but she was given an offer to send out a tech at no charge and half-off her monthly monitoring bill for two months. When our scheduling team was calling to confirm the technician visit for 8/28/2023, the person that answered advised that the problem with the system was resolved. ****************** stated she never advised this.
  
  We explained that we are unable to refund that charge since it was the equipment balance and if the service had been cancelled on 8/24/2023, then she would have been charged more for the equipment balance. ***************** was not happy with the resolution but wanted to confirm the account was cancelled which we did advise the ADT service was terminated.

• Initial Complaint

  Date:03/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is impossible to cancel services online or by email. I have to call and cancel services. However I am put on hold for 3+ hours and never get to the right department. It's been like this for years. I've wanted to cancel for so long. But ADT makes it impossible to do so. When you get ahold of someone in the wrong protection 1 department they can't hear you and the call drops. I haven't had a working system since August 2023. Please help me cancel my account

  

  Business Response

  Date: 03/27/2024

  ADT will cancel the account, effective 3/18/24 and waive the 30-day policy as a goodwill.  

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21473214
  
  I am rejecting this response because:
  ADT has not contacted me. I had made an appointment 2 or 3 weeks ago for Monday March 25 for them to come look at the system. Once again the technician never came. This is the 4th time I've made an appointment and nobody comes. I waited all day I had other things to do. I called and was put on hold again for over an hour. Again your automated system cant find my account and sent me to the wrong department. You have the worst phone system I've ever used. Your customer Rep still can't find my account. I've had ********************** for 34 years! How hard can it be!
  

  I think its reasonable to ask for a refund from August 2023 (when the system went down) until now. March 2024 when I filed the BBB complaint. It's $40 a month. ADT please post a $280 (7 months x $40) refund and cancel the account. I will close the complaint when I see the refund on my credit card.

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

  

  Business Response

  Date: 04/11/2024

  ADT is processing a refund for $242.98 as a goodwill for the time the system was not working.

  Customer Answer

  Date: 04/12/2024

   
  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.Thank you to ******* at ADT. I'm sorry it had to come to filling with the BBB. I've accepted this response.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/22/2024

  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 was a loyal customer for EIGHT YEARS and when I called to upgrade to add one camera to my house, I was told it would cost $2,000 when they are giving them away free to new customers. I was also told by MULTIPLE Representatives that they dont care if I canceled my service! They dont appreciate or value long term customers. After I canceled my service and got a new system, I was STILL charged even though I was told I wouldnt be (on an recorded line) and they refuse to help me or give me my money back! Terrible ***************** I couldnt even get to speak to a Manager, they just kept giving me the run around.

  

  Business Response

  Date: 04/05/2024

  After receiving ************************ concern I agreed to refund the last payment that she was charged after her cancellation request. The refund has been submitted and processed.

• Initial Complaint

  Date:03/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ADT to inquire about security services in fall 2023 (August or September). In reviewing my options with the salesman, ******, I decided to initiate service by first renting the equipment instead of buying it so that I could see if it would work for me since I am legally blind. When the installer came out, he asked me to sign some papers for the installation. I told him I was unable to read the papers because of my visual impairment, but he said it was just for installation so I signed the papers. Neither ******, nor the installer, ever mentioned that I was signing up for a contract that couldn't be cancelled for many years. When I received the first bill, I contacted ADT about the $600 installation charge which seemed exorbitant for the 15 minutes it took to install. They graciously credited me $300. However, over the next several months I found that I was not able to see the screen sufficiently enough to use the equipment. When I called to cancel the service, they told me I would owe $1400+ for early termination as I had signed a contract through 2028. This was the first I heard of a contract commitment. I offered to return the equipment to reduce this fee but they said since I didn't return it in the first 2 weeks that was not an option. I do not feel that I am obliged to this contract since I was never informed that it was a term-commitment, even after I specifically told both ****** and the installer that I was not able to read the contract. I have already paid ADT for multiple months for a service that I never used and would ask that they credit any outstanding balance on my account.

  

  Business Response

  Date: 03/29/2024

  ADT contacted ****************** on 3/29/24. ADT applied a credit to ****************** balance leaving her with a final balance of $400. ****************** was satisfied with resolution. 

• Initial Complaint

  Date:03/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ADT to secure a security system for our newly purchased home on 8/29/23 and spoke to an *************************** who sold me on a promotion that stated I would receive a few free items. A consultation was set up with ADT rep ********************************* on 9/16/23 who described the different services available. That night when she sent over the contract I noticed several items that I did not need. I made several attempts to reach her prior to the installation on 9/20/23. Day of installation she finally called and said to tell the tech what I wanted and a new contract would be provided. Six months later I am still being billed for items that were not installed despite them sending out another tech on 10/6 to confirm what was installed. I've tried for 6 months to get them to provide an itemized bill and have gotten nowhere. Today they told me the contract is what it is, and I'm being forced to pay for a contract that does not reflect what was installed, even after their tech provided a confirmation of what I had on 10/6/23. I've made over 50 calls in the past six months all over an hour and continue to get nowhere. They've charged my AMEX several times and in once instance on back to back days which led me to call AMEX and place a DO NOT HONOR on my card. My account has been reinstated but is still incorrect. I continue to call in good faith to fix this issue. It's been a nightmare to say the least and to be told "it is what it is" and be held responsible for a contract that does not reflect what I have is ********. Please help me to get this contract issue resolved. I am asking that my contract be reflected of what was actually installed, and my billing reflect the promotion and deal I was told I'd get originally when I called on 8/29/23. I've provided proof of notes from my original call, the amended contract, that's not amended, the tickets the tech submitted on 10/6, my text to the rep ******** that have gone unanswered, and billing proof. Please help me! ADT Acct #*********

  

  Business Response

  Date: 04/04/2024

  ADT is still working with local office for a resolution to the customers concern. We will follow up once we have more information.

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21468425
  
  I am rejecting this response because: Ive been told they are looking into this and will get back to me since September of 2023 and this is my greatest concern.  
  
  What will it take, or does it take for one to get a contract that reflects what I was sold on, and actually have? 
  

  My family and I want to continue monitoring with ADT but they must do whats right, and at this point how much worse can it get?!

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

  

  Business Response

  Date: 04/24/2024

  ADT was advised by our local office that they will refer the customers issue to the install department for further assistance. ADT left a message for the customer and will leave another message for the customer to advise.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21468425
  
  I am rejecting this response because:  Once again the copy of the contract provided still does not reflect what was installed and in fact is still reflecting and billing for items that were never placed in my home, and verified after the fact by their own technician.

  They have yet to provide an updated contract reflecting what was ACTUALLY INSTALLED and billing based on the deal I was told I'd get.   I've been trying to get them to fix this since September 2023 and here we are yet again with them providing incorrect information. It's a nightmare dealing with this all these months and getting nowhere. I am not responsible for paying for something that we never had installed!  How do I fix this????

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

  

  Business Response

  Date: 05/02/2024

  ADT followed up with the customer and she stated **** from our local office contacted her with two other representatives and went over what was installed.The customer also said **** is working on an updated contract for her. She advised ADT that she now feels hopeful that her issue will be resolved. ADT added a 2-month credit to the account for the customer for the bad experience with ********************** and for the delay getting her issue resolved.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21468425
  
  I am rejecting this response because while I remain hopeful that we are moving in the right direction, I am still waiting for a revised contract that reflects what was installed and a new bill honoring the promotion I was told I'd get.  I've been told multiple times in the past several months that they'd look into this and fix and until they can provide an updated contract with proper billing information, reflecting all payments made thus far to a correct bill, I will continue with this complaint.

  See attached the latest round of threatening notices received from ADT which they are saying now will be reported to a collection agency and possibly affect my credit.  Hoping this is resolved and all billing fixed before 5/19/24.

  Sincerely,

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

  

  Business Response

  Date: 05/10/2024

  Upon review of the customers account, ********************** found that the local office has added a credit of $2497.66 to the account, which brings the account to a $0.00 balance. ADT left a detailed message for the customer with *********************** contact information.