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:03/22/2024

  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 agreed to have ADT install a home security system on Oct 20 2023. I was leaving Nov 10 for 4 months so I made certain they understood that which they said they did. The installer came the last week of Oct first he sat at his iPad for 2 hours then worked 2 hours and went to a long lunch came back worked about an hour and took another long break then went to get a tool and was gone about an hour he stated that this was his 3rd install it was clear he needed more training I requested they send a more experienced technician with him to finish I called 4 times in the first week of Nov they called back the day before I was to leave and said they would be back the next day which was the day I was to leave every week since I received delinquent notices I was informed that they had a 180 day satisfaction warranty when I asked about It I was told that I didnt qualify I would agree to have the system completely installed and start with a clean slate otherwise refund all money and go with someone else

  

  Business Response

  Date: 04/02/2024

  ADT has spoken with ************** in regard to his concerns with the system. ADT attempted to schedule as service appointment for the technician to come out to the home, but the appointment was cancelled by **************. ADT has reached back out to ************** in regard to rescheduling the appointment for the system to be reviewed and any found issue to be corrected. 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21470715
  
  I am rejecting this response because:ADT has not responded to my complaint that I am being charged for the 4months that I was away. The amount to date is $1,783.55. I could only partially use the system since a camera the door bell were not working the control panel was not mounted just plugged in and placed on a table. I called and left a message on 11/6-7-8-9 I received a call back late afternoon on the 9th saying they would be here the next day the 10th which I told them I was leaving early that day. I live alone and had no one to be here. So I did not have a complete system I did not activate it. I would be willing to start new if ADT would erase the balance due 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/08/2024

  ADT has spoken with ************** in regard to his credit request and explained that ADT would need the technician to come out to the residence to review the system prior to placing any credits to the account.There is an open service appointment for ************** and ADT will be reaching out to the customer to reschedule.

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an ADT security system for about 5 years now. Approximately 1-1 1/2 years ago I was sent some sort of radio receiver that I had to plug in to continue service. I pay a monthly monitoring fee for this service. Sometime in January the box that was plugged in started beeping. There was a reset button similar to a router so I reset it and it was fine for a few days. After a few weeks it started beeping almost constantly. I called for a service call to have batteries replaced and the beeping checked. I was told by the service tech, *******************, on March 8, 2024 that the box was never compatible with my radio and he removed it. He said that my system was not communicating with ADT so from that time my system was not being monitored. He said he needed to come back on 3/22/24. I called ADT at that time about a credit for the time the system wasnt working and was told to call back when it was working again so they could credit the correct dates. On 3/22/24, after working on my panel for a while he said he couldnt fix it and my panel needed to be replaced/upgraded for about $400. I didnt feel I should have to pay because their equipment became obsolete so I called to cancel. After speaking to a couple of departments and receiving a discounted quote for my unwanted upgrade of upwards of $500 I said I still want to cancel. I wanted to cancel effective 3/8- when the system stopped working. According to the account manager, ******, because they have a 30 day cancellation policy they will not credit me for the time it wasnt working. She was very misleading telling me she was crediting me 30 days but that only meant they werent going to charge me an additional payment. Since I want to cancel because the system failed I believe I am entitled to a prorated refund for the days I had no service. Also, I tried to escalate my request but after first telling me it could be 72 hours for someone to get back to me she changed her story and said there was nobody above her.

  

  Business Response

  Date: 03/23/2024

  ADT contacted the customer and advised that the cancel has been back dated and a refund pending for the amount of $20.20. The customer accepted this resolution. 

  Customer Answer

  Date: 03/25/2024

   
  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.
  ADT **************** reached out to me over the weekend to advise me of the refund. The loyalty department also contacted me and offered to waive the fee for the necessary equipment if I chose to continue service with them. Until this issue I had always been pleased with their service so I chose to accept their offer. 
  
  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 had repair done on my panel. Tech replaced old battery. He told me I would be billed. Without any verbal or written permission ADT withdrew money from mt checking account. I called ********************** spoke to ******. He blamed the Tech but I gave no info to Tech. He said ADT can take money out of my account if I owe them. ADT has always sent a paper statement. I don't have automatic withdrawal. This money was earmarked for other bills. He his hands are tied and can't refund the money

  Customer Answer

  Date: 03/26/2024

  ADT contacted me via phone. Was told I will get refund on 3/26/24. Didn't receive.  Was told to continue to wait

  

  Business Response

  Date: 03/29/2024

  We reviewed the account and confirmed that *********************** had the system installed on 3/19/2013.
  
  On 3/12/2024 *********************** reached out to ADT via online due to troubles with the system displaying a communication failure.
  
  The online agent assisted *********************** and scheduled a service appointment for 3/19/2024.
  
  On 3/19/2024 the technician went out left notes that the panel battery was replaced, and the system was tested.
  
  Per the service ticket there was a service charge of $158.08.
  
  *********************** was charged $158.08 for the service appointment.
  
  On 3/22/2024 *********************** called in about the service charge requested a refund said she did not authorize the charge.
  
  The customer service agent assisted *********************** and advised anytime there is a service charge due its taken from the payment method on file.
  
  The customer service agent assisted *********************** and let her know that he will submit the refund request for the $158.08.
  
  We reached out to *********************** to further assist she wanted to make sure she will be refunded for the service charge.
  
  We assisted *********************** and let her know the refund was submitted for the $158.08 and that she will be refunded via her checking account.
  
  The refund was processed on 3/26/2024. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21470228
  
  I am rejecting this response because:

  Yes I got the refund. My point of contention is they were not authorized to take money out of my abank ccount.  I was told I would be billed. It came as a shock and surprise that money was withdrawn. That money was supposed to go to husband's dental bill. They should bill and not arbitrarily take money. I do pay my bills. I don't have autopay. I have been a customer 10+ years and never had this happen. I have never been late paying. I was told they can take money out of my bank if I have a balance. That is scary that a company can do that. Especially to a long time customer. I budget my money and by doing that I was left short
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/05/2024

  In review of the account due to *********************** having her checking account on file as a saved payment method the service charge was taken from the checking account on file on 3/20/2024.
  
  On 3/22/2024 *********************** reached out to ADT via online requesting her checking account to be removed from the account.
  
  The online agent assisted *********************** and deleted the saved payment method on file.
  
  There are no saved payment methods on the account.
  
  We reached out to *********************** to further assist and let her know no service charge fees will be taken form the account in the future due to no saved payments being on the account. 

• Initial Complaint

  Date:03/21/2024

  Type:Sales and Advertising 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.

  Back in January, we switched to Brinks Home Security. We have been long time ADT customers and were active at the time with them. ****** gave us a letter and told us what info to provide and that ADT legally had to accept it. We are paying for Brinks now and had the ADT alarm panels removed. We got a bill the next month. We went ahead and paid it and sent a second letter and indicated that we wanted the service terminated and we would not pay any further bills. They sent us another bill again today for this month. They are no longer providing any services as their equipment has been removed and Brinks is now monitoring our alarm system. They are ignoring our cancelations request. ****** advised us that this is not legal on their end and they can't keep us locked into their contract. We want the contract terminated and we do not want them to bill us any further effective immediately.

  

  Business Response

  Date: 03/22/2024

  ADT spoke with ********************************* on 3/22/24. ADT was able to get proper password and has cancelled the account with an effective date of 3/22/24. **************************** was satisfied with the resolution. 

  Customer Answer

  Date: 03/22/2024

  The issue has been resolved. On a positive note, they called us right away. On the downside, they could only cancel us if we had our password for the service. My mother is 74 years old and has trouble remembering recent passwords for things like her email and the 4 digit code to open the front door. She most certainly can't remember a password we created 20 years ago when we first signed up for the service. My dad handled all of that and died a year and a half ago.  Fortunately, I, her son, did remember it and we were able to resolve this and the service is canceled. However, I'm wondering what we were supposed to do if we couldn't remember it? It seems like this company needs a better system.  People often have to reset passwords for things and I am still not clear what we would have done here in this instance. Moot  point now, but that was just ridiculous. Glad to be done with it.

  Customer Answer

  Date: 03/25/2024

   
  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.The issue has been resolved. On a positive note, they called us right away. On the downside, they could only cancel us if we had our password for the service. My mother is 74 years old and has trouble remembering recent passwords for things like her email and the 4 digit code to open the front door. She most certainly can't remember a password we created 20 years ago when we first signed up for the service. My dad handled all of that and died a year and a half ago.  Fortunately, I, her son, did remember it and we were able to resolve this and the service is canceled. However, I'm wondering what we were supposed to do if we couldn't remember it? It seems like this company needs a better system.  People often have to reset passwords for things and I am still not clear what we would have done here in this instance. Moot  point now, but that was just ridiculous. Glad to be done with it.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/21/2024

  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 had issued with my equipment since installation. I have spent countless hours trying to get help, have spoken with numerous representatives at the 800 number and had a technician come to my home and the issues remain unsolved.The reps seem to be trained to take ZERO accountability and only further frustrate. Many are very rude and unprofessional. They clearly dont care.I have had to take time off work and remain stuck with a faulty system.This has been the worst service and tech experience I have ever encountered.ADT needs to be held accountable. I wish this experience on no one. The idea of having to call their terrible 800 number again and speak to numerous reps who pass you to the next without sharing the background they asked you for and getting nowhere is utterly exhausting. It is like they deliberately exhaust you so you give up.I want my equipment replaced and a refund for all the months of nonworking equipment!Truly truly horrific service and again, they refuse to take accountability even though I know from others including their own staff that there are in fact issues but they wont admit it.Help????!!!!!

  

  Business Response

  Date: 03/29/2024

  ADT contacted **************** on 3/21/24 and arranged for a service technician visit on 3/26/24, at which time, necessary repairs were completed. The alarm system has shown no trouble since the visit. ADT has contacted **************** by phone and email to confirm her satisfaction. As of 3/29/24, ADT has not received a response. 

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/4/2021 - I did not know that my contract with Blue by ADT was bound for 3 years. This information was not explicitly indicated in the contract. If I had known, I would not have signed it. The last 3 years, I have been paying $77 for all equipment for lease and monitoring and I cannot wait to terminate my contract. Headaches. Just done. 2/26/2024 - I spoke to an Account Manager named ***** (who was very rude and condescending) to inquire when I could possibly request for cancellation prior end of my lease - this with the intent to not get penalized. I told him that he should not lie to me as my understanding is, our conversation is recorded. He proceeded telling me that I should notify them by July 1, 2024 and my last billing would be July 23, 2024. End of lease would be August 4, 2024. But I should call them on August 3, 2024 so I could return all the equipment and sensors and be given a return label. Frankly, I am so ready to end the contract. I do not have any use for these cameras and sensors anymore and they are not always connected to my internet.Now the reason why I am reaching out is, with all of these headaches that I have gone through the last 3 years, I am so ready to end these all. And what I need is for ADT to truly confirm these dates as I couldn't deal anymore with another bouts of condescending and horrible customer service from Blue By ********************** Account Manager. No intent to renew this 3 year contract. I just want to end it.

  Customer Answer

  Date: 03/22/2024

  Thank you for looking into my case, first and foremost.  

  So today, 3/22, -I received a voicemail that I missed just a minute from a certain Gabe of the ADT ******************* I called the number back and a certain *************************** answered. She tried to pass me onto ****'s local but was rather told that he was on another line. Further, I was advised that **** would call me back again same day or Monday. I really hope to get this resolved as soon as possible. Thank you.

  Customer Answer

  Date: 03/25/2024

  3/25 - contacted by a certain **** from ADT. He told me that he's going to waive any termination fees associated with my account effective today and that he will send me a return label which he does not when I will receive as that request goes to another department.  Further he also told me that I will receive an email confirmation from him. Please do not close this case yet until I verify that I indeed receive the label and that email confirmation from him. Thank you.  

  

  Business Response

  Date: 03/25/2024

  ADT contacted ****************** on 3/25/24 and agreed to cancel the account with no balance of contract. ****************** has been provided a shipping label to return the equipment to ADT. 

  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:03/21/2024

  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 am not liable for this debt with Transworld Systems l I do not have a contract with them it started with adt who fraudulently signed me up by promising me cameras at my place of business when they got here the technician said they don't install cameras the cameras were the selling point and I never received any of there services from them.

  

  Business Response

  Date: 04/04/2024

  ADT has reviewed Mr. ****** account. Mr. ****** account the current balance of $5236.10 is valid. The balance stems from the early termination and equipment fees for 2604 Saybrook ($1625.75 and $1188.93 respectively). There is also the balance of equipment fees for 7621 Susquehanna ($1857.57). The remainder ($563.85) is past due monitoring and late fees. ADT waived the early termination fees for 7621 Susquehanna ($1948.69). If ************** is interested in resuming service, the past due balance would need to be accounted for. 

• Initial Complaint

  Date:03/21/2024

  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 installed ADT October 2023 to a property that was vacant and was up for sale. I asked when I booked the install (over the phone with customer service rep) would there be any issues to canceling once the property was sold. They informed me that there would be no problems once the property sold they can cancel without any issues. I purchased all the equipment so there would be no issues when the property sold -it would just come with the home- I had to cancel the first date for install and had to call back to reschedule. I was not able to get onto property at that time (estate issues) I rescheduled for a second date and again asked the same questions about canceling when the property sold. I was told that when the property sold there would be no issues with canceling the plan since I no longer owned the property. Day of install I was told by the install person that I had to sign a contact with ADT. I then told him I would not sign it if I was not able to cancel once the home sold. He contacted someone by phone and was told that if the property sold it would not be an issue and I would just need to let them know I sold the property. Well, today I called ADT to cancel since it has sold and tomorrow is the day I no longer have the property. They have informed me that I am in contract and can not cancel unless I pay the contract amount of $1200. I have talked to 7 people today and they all say I can not cancel without paying. I asked for them to cancel the service as of today and they told me it is a 30 day cancelation and I have to pay for the entire next month. They have told me that I need to contact the new owners and have them sign up and I wouldn't be charged if they sign up. I am not asking people I do not know to sign up for a service that they may or may not want. I am leaving the equipment on property so if they chose to sign up they can but there is no chance I will ask anyone to take on a monthly bill so ADT can have a new customer

  Customer Answer

  Date: 03/22/2024

  ADT called me today and made it right.  They are not charging me the cancelation fee.  They reviewed the phone conversation's I had with the customer service rep and wanted to apologize.

  

  Business Response

  Date: 03/22/2024

  ADT contacted Ms. ******* on 3/22/24. ADT was able to confirm that Ms. ******* was given incorrect information regarding the terms of her service agreement. ADT has agreed to cancel the account with no penalty to Ms. ******** Ms. ******* is satisfied with the resolution.

  Customer Answer

  Date: 03/25/2024

   
  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.ADT called me today and made it right.  They are not charging me the cancelation fee.  They reviewed the phone conversation's I had with the customer service rep and wanted to apologize.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an install on 3/02/24. The tech has lots of trouble with the equipment not working correctly. He left with there still being problems with the equipment, low batteries, shock panels going off, etc.I have called several times since to have some one to come out and finish the job correctly. The customer service techs have me troubleshoot over and over again with no success. Now they tell me to go purchase special batteries and install them myself. I have explained to them over and over again that this system was just installed and should be a new system and it hasnt worked correctly since it was installed. The company (ADT) needs to send someone to my residence to finish the job correctly.On another note, I had an ADT install at my old residence 2.5 years ago. I told the salesman at the time that I may be moving in 2-3 years and since I paid several thousand dollars for the equipment should I take it with me when I leave. He said no, leave the equipment in the house for the new owner and so they could get that business and in return they would install the similar equipment in my new house at no charge. Well the install 2.5 weeks ago was not at no charge, it cost around $1200, so just another lie. I paid it because I had nothing in writing. This I stalker said, yeah, they say that sometimes.So in short, I paid $1200 for a system that I was told would be at no charge and now the system hasnt worked correctly since the install. They wont send anyone out to make it right and to top it off they want me to go purchase special batteries for the system and install them myself.When I call and ask for a manager, they tell me there are none available and they will call me. Meanwhile no calls from managers and my system is still not working.Please help!Thank you.

  

  Business Response

  Date: 04/01/2024

  After receiving ******************** concern, ADT reached out to him and were able to get an appointment scheduled to resolve the system concerns. ADT called to follow up with the customer and left two messages.

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

• Initial Complaint

  Date:03/21/2024

  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.

  This is against ADT I *********************** US Army veteran. I have been dealing with **** for year and 2 months ever since I've had AD. T the cameras have not worked. The calibration is off. They won't pick up chicken treators. There was somebody who actually came into my backyard and the cameras did not work. I have sent 2 technicians out from safe haven. And they did not fix the cameras. Over a year later, a person came into my backyard without the camera's working. Something 80T person out they told me. They cannot work on the camera's due. Due to them not getting any overtime pay, so the supervisor wouldn't pay him overtime. He was supposed to come in that 1 day called off. Sick a sense, another senior tech out. He came look at the cameras and try to authorize a payment under my name without any of my consent or approval at the time. Then I have talked to leadership for adt. Which is the highest you can go in adt customer service and leadership? Contact me back. I have explained to them. I'm multiple attempts that I have reasoning with them and they have done nothing. And this has been going on for this long and they are trapping me on my contract. I have put these cameras up. Because I'm a veteran and I have high anxiety. However, these cameras have not worked. There have done nothing for my family.So 1 year and 2 months I should be able to get out of this contract.If the cameras do not work, I am needing assistance and help from this.They said that I have to continuously pay.But I have been paying into something that has never worked for me.And they are continuously trying to charge me every single month.They are taking advantage of veterans out there.Please help me

  

  Business Response

  Date: 03/29/2024

  We reviewed the account and confirmed that **************** had the system installed on 10/20/2022 by dealer Safe Haven.
  
  On 5/8/2023 **************** reached out to ADT via online due to login troubles with the Alarm app.
  
  The online agent assisted **************** with logging into the Alarm app.
  
  On 10/5/2023 **************** called in to cancel the service due to the cameras not working.
  
  The customer service agent assisted **************** and let him know that he will have to speak with Safe Haven for the cancel request to be submitted.
  
  On 2/19/2024 **************** called in said he had someone come in his backyard and the camera did not pick up anything.
  
  The customer service agent assisted **************** and offered to send a technician out to service the system. **************** accepted the service appointment.
  
  The customer service agent scheduled the service appointment for 2/21/2024.
  
  On 2/21/2024 the job was rescheduled to 2/26/2024.
  
  On 2/26/2024 per notes on the service ticket **************** did not want to schedule an appointment until a manager reached out to him.
  
  On 3/7/2024 a branch agent reached out to ***************** to schedule the appointment. ***************** requested for the account to be cancelled.
  
  The branch agent provided ***************** with the contact number for the cancellation department.
  
  On 3/18/2024 **************** called in about the cameras not picking up on motion requested for the account to be cancelled.
  
  The customer service agent assisted **************** and offered a service appointment. **************** accepted the service appointment.
  
  The customer service agent set the service appointment for 3/19/2024 and placed a credit of $59 on the account to cover the service fee.
  
  On 3/19/2024 the service technician went out left notes that the customer was not available to collect, no service was done.
  
  We reached out to **************** to further assist he mentioned he wanted the account cancelled and requested for the balance of contract fee to be waived due to the troubles with the cameras.
  
  We assisted **************** and processed the cancel request on the account.
  
  As a goodwill gesture we placed a credit of $789.17 on the account to cover the balance of contract fee.
  
  The account is cancelled, and no further billing will take place on the account.