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

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  
• 

  ADT Security Services, Inc.

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

  
• 

  ADT Security Services, Inc.

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

  
• 

  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

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:03/18/2024

  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.

  The GUY CAME TO MY HOME AND SAID HE COULD COMBINE MY LAND LINE PH AND MY INTERNET AND SAVE ABOUT 25 DOLLARS A MONTH, BUT IT WOULD TAKE SEVERAL MONTHS TO GET IT COMBINED THE MAN SAID. YET SO FAR THAT HAS NOT HAPPENED, THE SERVICE FOR PH AND INTERNET ARE WITH **** I WENT TO THEM TO FIND OUT WHY **** NOT COMBINED THEY SAID THEY DONT COMBINE WITH ADT !!! SO IVE BEEN PAYING **** ************, FEB BILLS ALONG WITH ***** EACH MONTH RESTART AND LATE FEES DUE TO WAITING FOR ADT TO COMBINE BILLS. PLUS ADT TOOK ****** OUT IN DEC 2023, THEN IN JAN, FEB ***** EACH MONTH, PLUS I WANT ***** EACH MONTH JAN FEB 2024 FOR **** COST REINSTATE FEES, PLUS ***** JAN FEB LATE FEES, ALL CAUSE ADT JUST SCAMMED HOW MANY PEOPLE ESPECIALLY IN MY NEIGHBORHOOD ??? THE MAN SAID HE WAS GOING TO ALL HOMES IN THIS AREA BACK IN DEC2023, SO PLEASE HAVE THEM PICK UP THEIR EQUIPTMENT ASAP STOP TAKING MONEY OUT MY ACCOUNT AGAIN ON MARCH 23 2024. ****, IM PUTTING STOP PAYMENT FOR THEM. SO PLEASE GET THIS PROBLEM RESOLVED ASAP, I HAVE A VERY SICK HUSBAND AND WE CAN NOT DEAL WITH ANYMORE STRESS. THANK YOU SO VERY MUCH IN ADVANCE.

  

  Business Response

  Date: 03/26/2024

  This customer is associated with one of the ************************** that offers promotional bundles with discounted telecom services and an ADT security system. According to information received by the installing company, The customer signed a congratulations sheet that explains how the ADT and telecom billing are separate. The Authorized Dealer has indicated to ADT that their partners at Alpha have made multiple attempts to collect the needed information for placing the missing discounts, and they will be following up with the customer again in ***** business hours. (from 3/19/24)Should the customer miss their contact attempts; they can reach back out to Alpha at **************. Safe Street (ADT Authorized Dealer) has no direct affiliation with the telecom services offered by Alpha. ADT Corporate contacted the customer and relayed this information. ********************** also has provided the customer with Alpha ********************** phone number for their records. 

• Initial Complaint

  Date:03/18/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had ADT for 10 years and today called to discontinue the service as I am moving to senior apartment. Was told I would have to pay$1,458.88 to discontinue. They claim I signed a 3 year contract just over a year ago and now must pay. At that time a tech came to my house and said he had to upgrade my equipment because they could no longer service what I had. If I signed something that was complicated, that wasnt explained to me and feel I was tricked and now they say you pay up or we will ruin your credit. This is just so wrong.

  Customer Answer

  Date: 03/19/2024

  As of last night, customer relation at ********************** responded to my complaint and stated they would wave the cancellation fee because I had been a 10 year customer.  So assuming that this will be the case, there is no need to continue my complaint with BBB.  Thank you for your response.  **********

• Initial Complaint

  Date:03/18/2024

  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.

  Company came out and did an update of thier old system. Instead of correctly I stalling the equipment they did a half asked job and now I am paying for it. Equipment falling off of windows and walls, equipment smoking and almost catching fire. **************** is complete garbage and all they want is more money to have someone fix the initial s**** up by their technician. Very unhappy with ADT. I wish I would have went with another company from the beginning.

  

  Business Response

  Date: 03/29/2024

  ADT completed a virtual service call on 3/27. There are no further issues reported to ADT.

• Initial Complaint

  Date:03/18/2024

  Type:Billing 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 contacted ADT because of a planned move. I was told I could cancel my contract for the remaining 60-month contract or transfer the service for about 399. I agreed to transfer my contract and enter into a new contract for 36 months. I was still being billed at my old address while being billed for the new service. I called to discuss this and was told this should not have happened, and they will resolve the issue. A few days later, I was billed almost a thousand dollars. I was told once I call and connect the ADT with ADT plus I will see a credit. They stated they would make sure my card on file was removed so that my credit card wouldn't get charged. My credit card was charged after I called and spoke with ADT support for hours about ensuring the two accounts were merged. After countless transfers and hours on the phone and being told the issue would be taken care of, I received more and more charges by ADT. I finally asked to cancel ADT Plus; I was told since I am within 30 days, they could send me a shipping label for me to return the equipment, then my account would be canceled. Two months later, I am still being charged by ADT and ADT Plus without any equipment or service. I called ADT again, and they responded that I should've never been sent a return shipping label and that they could not cancel my service anymore. They can not go back since I wasn't within 30 days but outside of 30 days according to them. My service wasn't active until Jan 3rd, when everything was set up; equipment was returned on Jan 28th. I no longer want to be a client of ADT, and they are saying the only thing they can do is send me back all of the equipment. The issue still has not been solved. I am still being charged with no equipment or service.

  

  Business Response

  Date: 04/01/2024

  After receiving ****************** concern we were able to review call recordings and the customer was told they were within the ****** time frame to cancel. We were able to remove balances from the account and cancel the services without early termination fees.

• Initial Complaint

  Date:03/18/2024

  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 called in Jan 24 about my account being past due as my account is on automatic payment, made full payment and double checked all account numbers, same thing happened in Feb said if they cant get it figured out I want to cancel and again they couldnt tell why this was happening so I said I want to cancel. Thats when they told me I owed $600+ in cancellation fees! My contract started 11/1/2020 and was done 11/1/2023 so how can I have a cancellation fee??? Yes I was furious! So the beginning of March I get another late notice(in mean time Ive been in contact with my bank and they havent gotten any notice for payment). I talked to 6 people and the first 4 told me I owed it so I asked them to transfer me to billing so I could pay, when I talked to next 2 billing people both told me I only owed $74.21 and no cancellation fee. They would send me a final bill. I get the bill today and theres a cancellation fee of $537.96! So I called again and NOW they say I verbally accepted a loyal customer contract that expires 1/31/2025! I never agreed to that. Yes they offered me a lower monthly rate but I said no. Now they are telling me that is what the cancellation fee is for! $537.96 for one year?!?! Arent they supposed to tell you that? No one did!!! Im done with these people and I definitely will not be singing their praises! Do I have any recourse in this situation??? Please help!!!

  

  Business Response

  Date: 03/27/2024

  Upon reviewed of the customers account, ********************** spoke to the customer and made her aware of the ******** Loyalty agreement she had accepted,and account got canceled prematurely, which generated the cancellation fee. ADT offered the customer a $400.00 credit toward the Balance of Contract, and she accepted the offer. ADT advised the customer that her new balance is $229.48.

  Customer Answer

  Date: 03/27/2024

   
  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:03/18/2024

  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.

  This company held me as a hostage! i was not able to close or terminate my service until I pay what I owe. I requested to send me a final bill with the amount I owe of $200 but ignored my request and they kept billing me until it reached an amount of $490.26. This a horrible experience, spoke with many reps and didn't go anywhere. The collection **** rep was not helpful and was not able to help me resolve the issue. All I need is a final adjusted bill showing that I owe $200 and then I will send them check in the amount.

  

  Business Response

  Date: 03/22/2024

  The customer alleges that he called on April of 2023 to cancel the account, but ********************** was not able to locate notes indicating the request. After review of the account, and discussion with customer, it was determined that the customer self-initiated a continued period of nonpayment on the account, which ultimately caused the services to terminate for an overdue balance. ADT has discussed this with the customer.

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21449807
  
  I am rejecting this response because: ******* by the name K***** was not helpful at all. The information that was provided was not correct and false. His words against mine. I asked to ******** further and his response was not to bother cause hes the highest level so if I complained and try address my concern, it will come back to him again and he will reject it. So he said not to bother. Very bad customer service. I might need to escalate to the *** office to resolve my concern.

  thanks 

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

  

  Business Response

  Date: 03/26/2024

  ADT has resolved this dispute with the customer by adjusting the balance from $490.28 to $200.00. The customer is satisfied with the adjustment.

  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. ******* was very helpful and he resolved my issue in a timely manner. He also sent the confirmation via email.
  
  Sincerely,
  
  *********************

• 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.

  Last week I received a call from ADT saying my system was not responding to their signal. I called them back and the agent went thru some diagnostics and found that there was a problem and a technician was sent to my home. He determined that it was not working and told me 1 our of 10 units like mine are "not repairable". He quoted me $800-$1000 to replace the panel. Now I do know I have been paying for a warranty for 10 years + I tried to speak to someone in the customer service ***** was hung up on and then had a ******* chat. They said referring to my unit "its becoming obsolete because parts are not readily available as they were previously" Now if the parts are not readily available it sounds like they could be available. I asked to get a legal **** phone number and they told me "we dont have a direct contact for our legal team. If the equipment is obsolete it isnt covered under the warranty: So 2 things...they initially said they were becoming obsolete not that they were and why am I paying for a warranty if its not available to be used. Sounds like a scam and ripoff. They stated that other customers are still using the Pulse system and that is the I have. I tried to resolve this reasonably but they are very pompous people who in this case are ripping off a senior citizen. Please help me but also help others who may be in the same situation as me. Thanking you in advance for your help

  

  Business Response

  Date: 03/29/2024

  I spoke to ****************** and was able to offer an upgrade for ***** with a 24-month agreement. The customer is scheduled for the upgrade on 4/9.

  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.
  
  *************************************************

• Initial Complaint

  Date:03/18/2024

  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.

  ADT Security mailed me a refund to my old address in **********,** in which I got a forward letter from ADT Security indicating that this check was not cashed ( $ 60.819/29/23 check # *******)Called them on 2-12-24 and gave them my new address and was told that a check will go out Called on 3-1-24 and spoke to some one who put me on hold and then disconnect me

  Customer Answer

  Date: 03/18/2024

  I gave ADT security their 30 day notice to cancel there service since I was moving and didnt need there service any more

  But they continued to bill my credit card till I had to cancel my credit card

  thats why they owe me $ ***** because they continue to bill my credit card until I cancelled the card

  Customer Answer

  Date: 03/18/2024

  I gave ADT security their 30 day notice to cancel there service since I was moving and didnt need there service any more

  But they continued to bill my credit card till I had to cancel my credit card

  thats why they owe me $ ***** because they continue to bill my credit card until I cancelled the card

  

  Business Response

  Date: 03/29/2024

  ADT was able to reach out to check refunds and have the check reissued for **************. ADT made ************** aware of the time frame to expect the check.

• Initial Complaint

  Date:03/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT installed security system, which worked one day. I attempted calling them and was referred to website for troubleshooting. I do not want to be billed for services not received. They have not been responsive.

  

  Business Response

  Date: 03/21/2024

  Upon review of the account, we had a technician out to Ms.Johnsons home on 3/20/24. The technician found that a wire on the transformer plug for the system came loose, which caused the system to not get A/C power.The technician repaired this and tested the system. The customer was seeking a billing adjustment, so ADT agreed to place a 1-month credit on the account for $21.64. The credit was placed on 3/21/24 and the customer was notified through email and voicemail that wed received her BBB complaint. We expressed our apology for the inconvenience and informed her we covered the next month's bill. 

• Initial Complaint

  Date:03/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with ********************** for over 15 years. I moved from ******* to Georgia and had suspended my service until our new house in ******* had been renovated and was ready to install an alarm system. I had an ADT representative come to my home in Nov. 2023 to assess and provide a quote. It took many phone calls to ******* and the account management team at ADT to provide a respectable quote for a 15+ year customer who moved. The team took a very long time to get the details for what was needed for my home correct. Finally, in Jan. 2024 I had a quote and told ADT I was ready to start. Shortly after ADT retracted their offer and said there was new management and the offer is no longer honored. I escalated to sales manager who advised his new management would not do anything about this and I would be forced to pay more. Original offer = $500. New offer $845. ADT 'reneged' on the offer and will not honor what they took so long to propose.

  

  Business Response

  Date: 03/29/2024

  ADT contacted ********************** on 3/28/24. ADT is working with ********************** to get his system installed at a price acceptable to him.