Business Profile

Burglar Alarm Systems

ADT Security Services

Headquarters

Complaints

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

Customer Complaints Summary

10,875 total complaints in the last 3 years.
3,653 complaints closed in the last 12 months.

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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:03/19/2024
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 ADT security services for several years. In August of 2022, I was bought a new house and wanted my ADT services moved to my new home. In August 2022, I called ADT and requested that transfer. ADT came to my new home and installed my new system. About a month or two later, I received a bill from ADT for over $900. The bill claimed that I had cancelled my ADT contract and the bill was for early termination. I made SEVERAL calls to ADT asking about the bill and explaining that I didn't cancel my service I transferred it to my new house. Every customer service person I spoke with could "see" my two addresses and the transfer of service. Every customer service person said that they would take care of the situation. However, I continued to get bills from ADT for the above amount. Every time I got one of these bills, I called ADT and was assured that this WOULD BE TAKEN CARE OF. Fast forward to October of 2023. I received a COLLECTION letter for $933.72. So, instead of correcting the situation, ADT sent me to collections for a service I STILL HAVE! I am at the end of my rope. Please help!
Business Response
Date: 03/22/2024
ADT has waived the early contract termination charges at the customers old location. The charges were not initially waived when the customer had relocated to a new location with ADT.
Initial Complaint
Date:03/19/2024
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.
To whom it may concern: I placed an order on yesterday with *************************. I asked ****** if ADT was offering any specials and promotions. Per ******* I am dues receive, 2 free outside cameras, sensors for the entire first level, and a free door bell camera, and 2 motion detectors. ****** said I passed the soft credit check with flying colors and no money is due during the installation. Lastly, I would also receive a $200.00 gift card that can be used toward my bill if I choose. The technician ******** called and arrived before his scheduled time of 12-4pm; we are off to a great start, so I thought. Daequaun (who provided great customer support) began to review my order. The technician/installer explained that I would have 3 sensors (not the entire first level per the promotion), a door bell for free, and no cameras (although his notes state a two free cameras promo) the cameras are not on the order, one motion detector is on the order. Although I ordered a motion detector for my basement door, its not included on the order and its not free.I called ADT, and spoke with ******, who transferred me to ******. ****** and I were somehow disconnected and although she verified my number to call me back if we disconnected, she never did. I called back and spoke to *** who transferred me to ******, then ****** transferred me to billing because she did not understand the jargon (her words not mine)and then I spoke to ***. *** indicated confirmed that ****** did not state this offer. *** transferred me to ****** supervisor. The technician called his supervisor and she approved one of the cameras. Now I am left with a bill of $659.00, for additional sensors on the first level, an outside camera, and a motion detector I was promised. I still did not get the sensors for my dining room windows because I needed to have the basement protected. Please listen to the recording and honor your promotions.Respectfully,***************************** ************** *******************
Business Response
Date: 03/22/2024
Upon review of the account, ********************** reviewed the phone call the customer had with ******, the ********************** sales Rep. ****** the call, ****** did in fact inform the customer she qualified for 2 free outdoor cameras and informed her we would take care of the first-floor sensors the customer wanted. Implying they would be at no cost. ADT spoke with ************** and agreed to adjust the balance of her equipment financing by $659.00 as she requested. This brought her remaining balance from $1296.43 down to $637.43. The customer will have 17.2 payments of $37.05 to pay off the equipment instead of ********************************************************************************* her dining room at no cost. The customer accepted this resolution. An appointment has been made for the installer to return on 3/29/24 to install the glass break detector. ADT will follow up with the customer after the appointment to make sure it goes well.
Initial Complaint
Date:03/19/2024
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.
ADT was contacted by me *************************** in January to cancel my subscription immediately. I was told that my contract would end in Feb 24. I said ok, but cancel the contract. Then l was sent l guess the cancellation ***** and put on hold for a while and then a person came on to thank me for being with them for 15 years. I told them l can no longer afford their services. Put on hold again. I gave up. They took out March payment. I called my ***** **** of Oklahoma and had to pay them to make sure they didn't take money out for April 2024. I'm on fixed income and my husband is on dialysis and we can't afford their service.
Business Response
Date: 03/20/2024
Upon review of the account, it wasnt cancelled effective 2/24/24. ADT has corrected the cancellation date, and we will be refunding the customer back to that date. The $38.99 the customer was recently billed, plus the pro-rated amount for the last 5 days of February which was $6.50, for a total of $45.49. ADT has tried contacting the customer via phone number ************ and weve also sent an email confirming the account was backdated and the customer would receive a refund.
Customer Answer
Date: 03/20/2024
l did receive a response from ADT about receiving my March payment back and an apology. This is my concern is l had called my bank ***** of Oklahoma). *****,**
l had a Stop payment on my account ***** Fee because l was afraid that they would take out ******* payment. Since they kept sending me from department
to department and then putting me on hold. l called the bank before l decided to report them. Then l decided l would turn them in to the BBB. Trust issues with ADT.
Customer Answer
Date: 03/21/2024

Complaint: 21455410

l did receive a response from ADT about receiving my March payment back and an apology. This is my concern is l had called my bank ***** of Oklahoma). *****,**
l had a Stop payment on my account ***** Fee because l was afraid that they would take out ******* payment. Since they kept sending me from department
to department and then putting me on hold. l called the bank before l decided to report them. Then l decided l would turn them in to the BBB. Trust issues with ADT

Sincerely,

***************************
Business Response
Date: 03/25/2024
Upon further review of the account, *********************** Position still stands. We did what was asked of ** in correcting the customers billing and refunding her charges for the month of March back to February 24th when **************** was informed the account would be cancelled. We continue to offer our humble apology for the billing error. It is being addressed with management of those involved. What the customer decided to do with her bank was not at the suggestion of ADT. If the customer incurred fees from her bank because she decided to put a stop payment on there, that was her decision. ADT will not reimburse the customer for bank fees.
Initial Complaint
Date:03/19/2024
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.
My father has had to move into my home due to deteriorating mental health because of dementia. He had ADT Security at his home in ****, **. When trying to cancel the services, I discovered that he had two accounts (********* and *********). However, this was only discovered after calling to try and cancel his service and being told that "all the accounts are closed", I got two invoices from ADT, one for the account that I had requested to be closed, the other from another account for the same address.When I called ADT, the customer rep said that he wasn't sure why two accounts were created for one address, but said that billing would continue for 30 more days after the account was requested to be closed. I'm not sure what was told to my father, but because of his dementia, I highly doubt that he would understand what he was being told by any ADT representative, so I believe this is a predatory practice on the elderly by ADT.I have already paid $460.33 to ADT for one account and have been billed an additional $70.70 for this account and am now being told there is an additional $770.64 due on the second account. I would like for the $70.70 on account ********* to be waived and for the amount due on ********* to be frozen at $770.64 which I will then pay and no additional "30 days of service" be billed on that account.
Business Response
Date: 03/21/2024
ADT has contacted the customer and has agreed to remove the balance, any and all accounts are closed and nothing further is owed by the customer.
Customer Answer
Date: 03/21/2024

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:03/19/2024
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.
Billing and Cancelation Jan 3, 2024, talked with a representative regarding my so called past due statement. I informed her that I had been on auto pay for years. She said I wasn't. (I can prove with CC statements as it had been on the card for years.) After horrible service, I asked to cancel as I was in the process of moving. I was then transferred to nowhere land and no one ever came back. I called the number on the notice I received and was then told it was the wrong number and she gave me another number to call.I then decided to wait until I went back to STL to cancel when I disconnected the modem. Therefore, I called on 2/29 was transferred twice, was on phone for 17 minutes processing my cancelation. I noted time and names.On 3/18, I received a "past due" email. I called again, transferred three times...cold transfers...had to start over every time. I was told there was no record of my calls and the name I provided didn't exist. I then received an email from the rep and said this would process my cancelation. I asked her to change the date to the first time I canceled. She said she was but she couldn't change the email. She said if I didn't receive the email from the last person, then I didn't cancel.I've been a customer for over six years. Never a late payment except when my auto pay apparently stopped on it's own...now twice, No final bill, no cancelation as requested.I'm not sure what kind of scam you have on cancellations and billing but it deserves great scrutiny and should be tied to a class action suit. I've never experienced such poor service from any company. Seems an attorney or report to the *** should be next.Shame on you for treating long term customers like this.
Business Response
Date: 03/20/2024
ADT contacted the customer and discussed their concerns. A review of account shows a card update error which may have led to recurring monthly automatic payment failure resulting in a minor past due balance. (Two months) The account has been closed per the customer request and as a ******************************* has removed the final balance with a credit which has placed the account at $0.00- The customer has no further financial responsibility owed to ADT for the service at this location.
Customer Answer
Date: 03/20/2024

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:03/19/2024
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 ADT security at **************************************************. I moved the services on December 20th to ******************************************************. They told me to leave my equipment at the old house and they would give me new equipment. Since then they charged me for security and equipment at my old house. I made several calls trying to fix this. No agent can help. They then finally canceled the service at ************************** a threatening letter that I owe them $2651.11!! When I called ADT today they said its for canceling my service when I just moved and didn't cancel. Most of the equipment could have been used at my new house including 3 ****** tablets that easily plug in. They said I owe them:$42.57 Remaining Installments43 Remaining Balance$1830.45 The agent says I have to pay them for the old equipment even though I could have moved it. when I moved they said I wouldn't be charged! Help They have been charging me for the old house in Jan and FEB. 03/14/20241048313401Recurring Services 03/14/24-04/13/24$127.09$2259.60 03/14/20243003014Job# ********* Installment 17 of 60$42.57$2132.51 03/13/2024Reversal on Visa$2299.79$2089.94 03/13/2024Visa (Reversed)-$2299.79-$209.85 03/12/20241051539489Acceleration Billing 01/10/24-04/13/24-$209.85$2089.94 03/12/2024300259501Job# ********* FINAL INSTALLMENT$2299.79$2299.79 03/08/20241050831113Acceleration Billing 01/22/24-01/09/29-$2690.35$0.00 03/08/20241050830432Recurring Services 01/22/24-04/13/24$166.33$2690.35 03/07/20241050648213Acceleration Billing 01/22/24-04/13/24-$166.33$2524.02 03/07/20241050648218Acceleration Billing 01/22/24-01/09/29$2690.35$2690.35
Customer Answer
Date: 03/20/2024
Hi, I figured it out.
They didn't transfer my previous home to my new address. They installed new equipment and account at my new house. They are charging me for both. When I figured it out their agent canceled my new house. Then I called and they canceled the old house (**************). Now want to charge me $2651.11. My ADT says i owe $1800 for equipment at old house. They wouldn't let me take my equipment to my new house (3 plug in tablets) and charged me for new ones. They also charged me for both houses in January and February. I spent hours upon hours trying to get help at the 800 number with no resolution.
I want my ADT at my business and my new house but they won't refund extra charges for old house nor explain the $2651 for cancelation of old house when it should have been transferred
Business Response
Date: 03/20/2024
A review of the customers account discovered a billing error. ADT billed the customer up front in full for the new equipment loan instead of charging for the remaining balance on the old loan at their prior location,creating a larger balance owed, than what was to be. Our billing team is working on adjusting this so that we can put the new loan back on installment billing and reverse that charge.

The customer is still responsible for paying the remaining balance of the installment loan for equipment at the old location.Instead of billing the customer in full for the remaining amount, ADT will reactivate that loan since they have one customer # for both accounts.

The early termination charges for ending the contract at the old location were reversed so the customer is not charged 75 percent of the remaining balance. This is due to the customer relocation and activation of new ******************** at their new home. The customer is however still required to pay the equipment in full at the old location as there is a remaining balance.
Customer Answer
Date: 03/21/2024

Complaint: 21455170

I am rejecting this response because:
I need someone from ADT to call me at ************. It is extremely difficult to get an agent who knows what to do. Obviously the previous agents did not do their job properly and caused me stress and hours and hours of calls trying to find someone who knows what they're doing. Not one agent knew what was going on with my account. I don't want to spend another hour or two tomorrow calling.
I want to get paying for my services but afraid of extra charges. The last agent couldn't even tell me what 5 different charges were for in January and 4 ADT charges in February.
I also want to know why i was charged again for the 3 tablets when they could easily been used / moved to my new house.
i need a manager or whoever is handling this to call me please.

Sincerely,

***************************
Business Response
Date: 03/23/2024
ADT followed up with the customer further regarding their additional concerns and all questions regarding equipment, pricing, and recent charges were discussed and resolved.As a courtesy for the customers troubles, ADT has offered a two-month monitoring credit which has been applied. The customer is satisfied with this resolution.
Initial Complaint
Date:03/19/2024
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 recently bought this home and paid ADT to install equipment throughout the home. I paid for the equipment and signed their standard monitoring contract. I have had nothing but problems from the start, but the worst happened today (actually started last night). My new equipment went completely dead. The panel is black. I tried to contact ADT several times yesterday - the number connected but no one ever spoke on their end. I got up this morning a little after 7 and called again. I got someone at ADT and explained that my system was dead and it needed to be fixed as an emergency this morning because I am leaving the country for two weeks this afternoon and do not want to leave my house unprotected. The man had me unscrew and unplug the transformer; he came back on the line 2 minutes later and had me replug it in. The system still did not work. He said there was no alternative but a repair visit by a technician. He put me on hold, came back and said someone would be here this pm. When I said I would be flying out of the country, it had to be this morning, he put me on hold and came back and said between 9 and 12 noon today, but probably around 10:30. At 11 I called because no one had shown up. I was told there was no appointment. Furthermore, no one was available to come at all before I leave. And if I wanted to cancel my service, I would owe ADT over ******** AND NO refund of the thousands paid for equipment. So I have paid ADT a ton of money for absolutely NO protection. They say that they are not in breach and wished me a good day.
Business Response
Date: 04/01/2024
We were able to speak with ****************** regarding her concern. Her complaint was that her alarm system went dead for over a week and needed an ADT technician out ASAP and was told one was scheduled for 3/19 but was then advised by our scheduling team that no technicians were available. ***************** was going out of country and wanted to be refunded for install of the system.

After speaking with ******************, we were able to explain what occurred and apologized for the scheduling mishap with **************. We placed a two-month credit on her account and rescheduled a technician for tomorrow, 4/3/2024 to get her alarm system back up and running.

****************** was satisfied with the resolution.
Customer Answer
Date: 04/03/2024
The ADT tech came this morning and got the system running. He did not replace the equipment, which did not make me happy. He got his supervisor on the phone and I talked with him. Both the technician in my home and the supervisor on the phone said that my problem came from a firmware problem on ADT's side. When ADT tried to fix the software glitch, they jammed my system and made it crash. Not only did ADT fail to notify its customers of this fatal issue in their systems, but I do not believe what I am being told. Why was the hardware dead and inoperable if it was only a glitch. I would understand a bug in the software, but that bug caused my equipment to completely go black as if I had unplugged it. Something is still fishy here, but ADT says that there is nothing they can do for me. They said, if they give me new equipment, it will fail again because the new equipment still has the old firmware on it that is faulty. So ADT, my security company, is not secure, but they will not let me cancel without an extreme penalty - not to mention that I've already paid outright for the equipment. I had to just stop talking because we were at an impasse
Customer Answer
Date: 04/03/2024
The ADT tech came this morning and got the system running. He did not replace the equipment, which did not make me happy. He got his supervisor on the phone and I talked with him. Both the technician in my home and the supervisor on the phone said that my problem came from a firmware problem on ADT's side. When ADT tried to fix the software glitch, they jammed my system and made it crash. Not only did ADT fail to notify its customers of this fatal issue in their systems, but I do not believe what I am being told. Why was the hardware dead and inoperable if it was only a glitch. I would understand a bug in the software, but that bug caused my equipment to completely go black as if I had unplugged it. Something is still fishy here, but ADT says that there is nothing they can do for me. They said, if they give me new equipment, it will fail again because the new equipment still has the old firmware on it that is faulty. So ADT, my security company, is not secure, but they will not let me cancel without an extreme penalty - not to mention that I've already paid outright for the equipment. I had to just stop talking because we were at an impasse.
Customer Answer
Date: 04/04/2024

Complaint: 21454951

The ADT tech came this morning and got the system running. He did not replace the equipment, which did not make me happy. He got his supervisor on the phone and I talked with him. Both the technician in my home and the supervisor on the phone said that my problem came from a firmware problem on ADT's side. When ADT tried to fix the software glitch, they jammed my system and made it crash. Not only did ADT fail to notify its customers of this fatal issue in their systems, but I do not believe what I am being told. Why was the hardware dead and inoperable if it was only a glitch. I would understand a bug in the software, but that bug caused my equipment to completely go black as if I had unplugged it. Something is still fishy here, but ADT says that there is nothing they can do for me. They said, if they give me new equipment, it will fail again because the new equipment still has the old firmware on it that is faulty. So ADT, my security company, is not secure, but they will not let me cancel without an extreme penalty - not to mention that I've already paid outright for the equipment. I had to just stop talking because we were at an impasse

Sincerely,

*****************************
Business Response
Date: 04/04/2024
We apologize that service appointment on 4/3/2024 did not go according to what ****************** had intended. We have reviewed the technicians notes and firmware issue ****************** was referring to. It is a known issue with the type of keypad ****************** has when a recent firmware update was being pushed through remotely. The most common fix for it is what the technician did which was manually updating the firmware at the keypad itself. If the issue occurs again, we do have other resolutions for the issue.

We are more than willing to assist again if the issue occurs, and we will advise what the next step is.
Initial Complaint
Date:03/19/2024
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.
ADT is charging me for early termination of contact fees, the amount of $1350.13 dollars. However my system was not working for approximately one month and half and after several calls for them to send a technician and never did, They finally sent a technician on November 8, 2023 and told me that my alarm needed something called and Cell Guard . I called again to schedule an appointment for the Cell Guard to be installed . This was on November 15/23. however no one showed up for the appointment I waited the entire day , with no one telling me that they wasnt coming. I once again called ADT this time the customer service Representive said that being that I been a loyal customer for 13 years she will be able to lower my monthly payment and fix the issue with my alarm system, that if the problem is not resolve I can cancel at any time. This Representive used misleading tactics and inaccurate statements to convince me to stay with them. One week later I called again for the alarm to be fix ,again nothing change my alarm was not fixed, this time they told me that my system was obsolete and needed an upgrade. The upgrade will cost me $1200 dollars, this back and forth when on for almost 2 months of no service. My house was unprotected for all this time. Finally on December 15/23 I decided to cancel the service. And on December 21/23 they send me the bill for $1350.13 , I was not getting my house monitor for almost 2 months how can they expect me to stay with them. They never make the attempt to solve the problem, they just wanted me to upgrade to a new system. I am asking you please to investigate this company as they are trying to force people to stay in contact and pay for services that they are not rendering, furthermore I noticed that they were sued-class action in 2020 for the same. website lot of people have complained of the same problem I am complaining now please do something about it as this company cannot continue to get away with it. Thanking you.
Business Response
Date: 03/22/2024
We were able to speak with ********************* regarding her concern. Her complaint was she cancelled the ADT service in December 2023 due to the system not working for two months and then was billed cancellation fees.She was disputing the amount since the alarm system is not working.

After review of her account, we have waived the cancellation fee since it was for a contract that should not have been entered since she did cancel the ADT service in December and the new contract start was on 1/1/2024.We have emailed her a confirmation of this, and ********************* was satisfied with the resolution.
Initial Complaint
Date:03/18/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2023, I had repeated problems with my securty system staying active. It would just stop working so no service was provided. This happened the entire year of 2023. Even though the system was out for months, ADT only credited me a month's service. I would call ADT repeatedly for repair and they would walk me thru how to fix it. Since it never seem to work according to their instructions, I asked for a rep to come to my home. When ******* came, they said I needed a battery, but as he researched the problem, he discovered that where ADT installed the system, they did not install it properly. ******* tried to repair the install, then the system would work for a while, but it would stop working again. ******* said I would need a new system. When I called ADT to do an upgrade, ******* said that the upgrade cost would be minimal because the system had not worked properly for a year. ******* said I would not have to pay for the upgrade because of the problems all year in 2023. When I called ADT 800 number, I was told that I would have to pay for the upgrade's install, equipment and the fee to monitor the service. I told the 800 customer service rep to cancel the service and I was told I would have to pay $716 for canceling the contract. My question is, "What contract"? I had ADT since 2012, and was told at that time the contract was for 5 years. I canceled ADT in December 2023 so my question is what contract is ADT trying to make me pay for. I had the system for ************************************ 2017. So, again, why am I being told I have a contract? I do not! They are trying to make me pay $716 to cancel the contract for which I had NO knowledge existed. Please assist me in getting this situtation corrected. I have no contract with ADT!
Business Response
Date: 03/29/2024
We reviewed the account and confirmed that ******************* had the system installed on 3/27/2017.

On 6/1/2023 ******************* called in due to the back camera being offline.

The customer service agent assisted ******************* and did some troubleshooting to reboot the camera.

The back camera did not come back online. ******************* said she will call back in to speak to customer service.

On 7/6/2023 ******************* called in said she had no signal on the keypad just a black screen.

The customer service agent assisted ******************* and set a virtual service appointment for 7/7/2023.

On 7/7/2023 a virtual agent reached out to ******************* and did some troubleshooting over the phone.

The keypad did not reset. The virtual agent scheduled a service appointment for 7/26/2023.

On 7/26/2023 a technician went out left notes that the transformer had no power suggested an upgrade for the system.

On 12/22/2023 ******************* called in requesting to cancel the account.

The customer service agent assisted ******************* and transferred her to *******************

******************* spoke to ****************** mentioned she wanted to cancel the service due to the system not working.

The customer service agent assisted ******************* and submitted the cancel request advised ******************* that there will be a balance of contract fee of $792.38 remaining.

******************* wanted to know why she had a balance remaining mentioned she paid off the equipment.

The customer service agent let ******************* know that the contract ends 5/18/2025 and the balance remaining covers the remaining months left in the contract.

On 1/22/2024 the account was sent to the collections.

On 2/12/2024 ******************* called in about the past due amount for the balance of contract fee.

The customer service agent assisted ******************* and offered a settlement offer of $551.15 advised once the payment is made the remaining balance for the balance of contract fee will be waived.

******************* wanted to make a one-time payment. The payment system was down at the time.

The customer service advised ******************* to go online to make a payment or try calling back to make a payment.

******************* said she would call back in to make a payment.

On 3/18/2024 ******************* called in about the past due balance of $635.08 wanted to know what could be done about the balance.

The customer service agent assisted ******************* and let her know the account was sent to the collections agency.

The customer service agent offered to give ******************* the contact number for the collections agency.

******************* requested to speak with a manager.

The customer service agent submitted a request for a manager to call *******************.

There are no notes on the account to support a manager called *******************.

On 3/20/2024 a $200 payment posted to the account reflecting the payment ******************* made to the collections agency.

We reached out to ******************* to further assist she requested for the balance of contract fee to be waived due to the troubles she had with the cameras.

We assisted ******************* and placed a credit of $635.08 on the account to cover the remaining balance on the account.

We also reached out to the collections agency to have ****************** removed from collections.

******************* has been removed from collections.

No further billing will take place on the account.
Initial Complaint
Date:03/18/2024
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.
Hello,I hope this email finds you well. I am writing to express my deep dissatisfaction with the level of service I have received as an ADT customer. I have been dealing with numerous challenges since assuming service at my current residential address, ************************************ you may be aware, my previous address was ***************************************. When I sold this property and moved to ******, I was assured by an ADT agent that my service would be cancelled out or waived. Unfortunately, this has not turned out to be the case. Despite my best efforts, I have been sent to collections and have experienced significant damage to my credit due to the neglectfulness of ADT.Despite providing valid credit cards and verifying with my bank that there are no issues on their end, the collections notices for my ADT plus account continue to arrive. I have called multiple times for assistance, yet my concerns have not been addressed adequately.I have attached an email waiver that I received back in September. However, despite the waiver, I am still facing collections on my credit report, which is a result of ADT's negligence. It is imperative for ADT to rectify this situation and delete these negative marks from my report.I would appreciate it if you could investigate this matter further and take immediate action to rectify the situation. I firmly believe in the importance of customer service and expect nothing less than the issues I have faced to be promptly addressed and collections removed immediately. Thank you for your attention to this matter. I look forward to receiving your response.Sincerely,Midley Trevil Midley
Customer Answer
Date: 03/28/2024
Subject: Complaint *********************** Communication, and Collection on Credit Report
I am writing to express my grave dissatisfaction with the poor service, lack of communication, and the consequences of being reported to collections, which has resulted in a collection appearing on my credit report. This incident has had a severe impact on me, and I am seeking a resolution to this issue.
I recently received a call from ADT regarding my complaint. However, instead of the agent acknowledging my complaint and offering potential solutions, the call primarily focused on the agent's need to review the recordings. While I understand that investigations are necessary, it would have been more appropriate for the agent to contact me after completing her due diligence process.
What would have been better was for ADT to provide an acknowledgment of my complaint and to contact me with potential solutions. Instead, the call I received was largely unproductive and left me without any tangible progress.
The only solution I am seeking is the removal of the collection from all 3 credit reports in an expedited fashion. Additionally, I request that this entire account and all the poor information and services that were rendered to me be resolved. I believe that this resolution is necessary to restore my credit reputation and minimize the negative impact on my financial well-being.
I would appreciate it if you could provide me with an update regarding the progress of my complaint and the status of any potential solutions. Please feel free to contact me directly at [your contact information] if you require any additional information or documentation.
Thank you for your attention to this matter. I look forward to a prompt resolution.
Sincerely,
Midley
Customer Answer
Date: 04/08/2024
I spoke to the account rep and they agreed with the BBB complaint. She advised me I would get a receipt of zero out of the account and a rejection notice from collection to delete the collection and I have not received either. I am the promise of purchasing a home and this collection is standing in the way of me moving forward.
Business Response
Date: 04/10/2024
I emailed the zero balance statement to the customer twice and received follow up from Zelda(in collections) that the retraction letter was sent on 4/4. I will resend the letter today.
Customer Answer
Date: 04/10/2024

Complaint: 214517
As of today, 4/10, I have not received a retraction letter or an expedited deletion of the collection from all three credit bureaus.
I am in the process of purchasing a Home and this is causing major delays in me being able to close and it has been over a year since I have dealt with this issue and I would appreciate it if the assigned agent could request that the collection agency fax or contact the bureaus in the same manner they added the collection to my credit report within 24 hours.

Sincerely,

Midley
Business Response
Date: 04/15/2024
***************** emailed ADT stating she has received the documentation needed.
Customer Answer
Date: 04/23/2024

Complaint: 21451712

I am rejecting this response because: ADT sent me another message about payment when this issue should have been resolved.
Please see the attachment.

Sincerely,

Midley Trevil
Business Response
Date: 04/26/2024
The ***************** emailed me stating she has received the documentation needed.
Customer Answer
Date: 04/29/2024

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,

Midley Trevil

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