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

  2006 Springboro West Road Dayton, OH 45439

  
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  ADT Security Services

  5 Marway Cir Ste 17 Rochester, NY 14624

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:03/14/2024

  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.

  Despite multiple calls/text/emails to my sales rep and his manager my bill was not been credited and installation of the proper equipment still has not been installed since 1/1/24. This is disgraceful service!!!!

  

  Business Response

  Date: 03/23/2024

  Upon review of the customers account, ********************** reached out to the local office to get assistance for the customer. The local office stated the customer was offered a ******* credit that has already been applied, but the customer also requested for the same credit be applied to all of his units,which the local office declined. The local office also stated that they are aware of the Aiphone issue and will assist the customer in any way ******************************* spoke to the customer and made him aware. The customer confirmed the ******* credit has been applied but not for the other locations. The customer stated the pending issue is now the Aiphone.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21433592
  
  I am rejecting this response because: I was told my service fees were to be credited I. Total for 3 months. I received a credit but it covered an incorrectly applied service fee for addressing a battery issue alert that would not clear. I am not supposed to be charged for service calls. This should be refunded separately the. The alleged 3 months do service fees. 
  

  the did not have my 2 accounts set up. Correctly as I had no access to the newer account until the other day. 
  

  I still have not received resolution on the AiPhone issue and this is going on a month. I still was charged over $500 for that installation and have received no credit for that. There has been a rep from the escalation **** **** who at least called me back. The local rep and regional manager has yet to contact me. I still have not received any resolution on the product that was sold to me.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/04/2024

  ADT spoke to the customer on 4/1/2024 and agreed to waive his $183.18 balance at the ******************* address and waived his work order service fee for $47.89 at the *************** to make sure his credit issues go away and to put focus on the Aiphone issue. ADT is still waiting for a resolution for the Aiphone from our local office for the customer.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21433592
  
  I am rejecting this response because: the aiphone issue is still unresolved.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/12/2024

  We had replaced an intercom system for the customer, and the customer did not like the new equipment, he asked for something closer to the original system.  ADT is working with Aiphone, the original manufacturer, to see whether or not we can order the type of system the customer has requested.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21433592
  
  I am rejecting this response because:
  I did not request the Aphone. It was sold to me as a portable system. They installed the incorrect system to begin with. I am supposed to receive the system that was sold to me with portable features. This is now at least the 20th time I am stating the same fact, ADT refuses to complete the installation and keeps on telling me that theyre consulting with the local office. This is why I do not accept this response. This is a joke.my local rep and his manager do not reply or return any of my calls or texts of course they were very responsive when I was in the stage of purchasing and signing off on a contract ************* is extremely unscrupulous..

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

  Customer Answer

  Date: 04/23/2024

  As of today, April 23, 2024 I still have not received resolution on my issue of not receiving the appropriate equipment though I was promised it would be replaced and resolved. It is now going on 2+ months still no response from ADT.

  

  Business Response

  Date: 04/23/2024

  ADT spoke to the customer today and provided the customer with an update regarding the pending part.

  

  Business Response

  Date: 05/15/2024

  The AiPhone upgrade has been completed. ADT followed up with the customer, and the customer stated it was working and completed.

• Initial Complaint

  Date:03/14/2024

  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 am being charged an early termination fee by adt security. I have a signed contract that shows I am out of contract and the corporate employee that cancelled my contract confirmed I am out of contract and that I would not be charged a fee. I am being billed a fee and cannot have it removed

  

  Business Response

  Date: 03/22/2024

  Our records show that a 12-month contract extension with rate lock was accepted on 11/29/22 and began on 1/1/23.  This contract extension would have expired 1/1/24.  ADT has waived the early contract termination charges as a goodwill.   A refund for $19.59 is being processed. 

  Customer Answer

  Date: 03/22/2024

   
  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. It is however not a goodwill it is the contract terms agreed to by both parties. Please ensure you protect your customers from billing errors like these.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/14/2024

  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 signed up for services with ADT and equipment with them three years ago. About a year ago we ran into financial hardship and we were unable to keep paying for the service. I spoke with them when they called asking for payment and explained that I couldnt afford it anymore and wanted to cancel my service. The representative on the phone explained to me that its not an option and I would need to pay around $4,000 in order to cancel my services and there was nothing else they can do. Shortly after that they disconnected service with us and we cant access our cameras or utilize the equipment in our home. They just recently put my account in collections for $3,690.00. Im frustrated and concerned because that was the cost of service and equipment for 5 years. We have not been with them for 5 years and we have not had their services for almost a year. I would like to return their equipment or at least be able to use my cameras if Im paying to own them and I want the time that we have not had service with them taken off our balance owed to them. They never explained to me that once you sign up with them, there is no way to cancel service or get out of your contract with them. I feel like they trapped me into paying them thousands of dollars and without any options. I have tried to resolve this with them but they are not helping me. I have tried to write a review and they even make writing a bad review nearly impossible.

  

  Business Response

  Date: 03/18/2024

  Upon review of the account, the customer signed a 5 year monitoring agreement along with financing the equipment. ADT is sorry for the financial hardships the customer is facing. To attempt to de-escalate the concern and to try and meet the customer at a balance they are comfortable with, ADT agreed to waive $2062.03 from the final balance of $3960.79. This accounted for $1386.06 of termination charges, for the account going out of service before the contract term ended. Also it included $675.97 for past due amounts for service, equipment payments and late fees. The customer still owes ********************** the final balance of $1898.76 and ****************** agreed to pay that amount off as shes able to. She accepted our $2062.03 waiver of funds. 

• Initial Complaint

  Date:03/14/2024

  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.

  We have had many issues with the keypad not working, the keypad is part of the service that we pay for (and has not worked many times and had been replaced). I spoke with several people (the first time, I do not recall the persons name). I spoke with ****** at customer service on January 19 and he said he would send us a new keypad and he said it would arrive in 3 to 5 days, we never received it. I called again on 2/12 I spoke with someone in the customer service who also referred me to the account manager, ******* who said he would send me a new keypad that should arrive in 3 to 5 days that the first and second person didnt complete the process, I still never received the keypad on 3/4. I spoke with *****, an account manager. I told him I was very frustrated. At this point I would like to cancel the service in which he said I cannot cancel unless I pay for the next year. I looked up an executive on LinkedIn and sent ******************* an email on 3/4 and never heard back. Today is 3/14 and I sent *******************(SVP) an email. I am still being charged $28 a month for service I cannot use.

  

  Business Response

  Date: 03/19/2024

  Upon review of the account, we received this concern previously through our Executive Leadership Team. The customers keypad shows,Registering on the Self setup keypad. The customer has received a replacement keypad already and is requesting a 3rd one. While looking into the account, we found that while the customer has called in to ********************** to troubleshoot with agents, she has never had an official ************ appointment with a qualified technician. ADT offered the customer a job, to see if the problem could be resolved remotely, but the customer refused. ********************** is in the process of ordering a replacement key panel for her, but we fear theres a problem with the pairing of the device, and without a virtual technicians help, *** run into the same problem. ADT has also informed the customer that the system is still working, and the key panel isnt needed to arm/disarm the system, the customer can do that from the application. ADT will be sending another keypad to the customer and a return label for her to send back the current one she has. 

• Initial Complaint

  Date:03/14/2024

  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.

  Requested home camera monitoring equipment to the residence with access to view on smart ** and was told that was available. Original quote was for $1061.29. Installation was on 11/25/23 by ************************* Tech# ****** for job # ********* . He was unable to connect to the ** so provided monitors. He said he was providing everything we needed to be secure and that it would cost $100. month instead of $49.00 originally quoted. I asked for paperwork and he said he would provide that after he was done. He left and that night I received an email and the charge went to $4,000.48 @ $100.00 for 5 years! I did not like the monitors and felt I had been duped. I sent him an email on Wed 11/25/23 at 11:56pm ************************************ and told him I was going to cancel.I completed the Notice of Cancellation of Retail Installment Contract and sent it overnight to the address on the form: Attn Sales MAnager, ********************************************************************** 10/26/23 *** post office tried to deliver, however the office had moved to452 ****************************************************. Signed for on Monday, 10/30/23 Tracking number EJ892043678US.Multiple calls made to (800) ADT ASAP ***y would not provide any written confirmation that the account was cancelled. Requested them to pick up equipmentOn 11/21/23 ***************** # ************, removed all the equipment.Since that date, I continue to receive collection notices, Collection letters and even text message on Christmas and New Years day . I have sent letters to both addresses I have with return receipts (they have received them) requesting that they cancel this account, stop sending monthly bills reflecting as past due and correcting(if any) delinquent on credit reporting agencies. I have received monthly calls from ADT BRANCH ASSIST z************** that say it takes time and they are working on it.Please help I cannot believe this is really ADT - its been 6 months of harassment

  

  Business Response

  Date: 03/19/2024

  ADT has contacted the customer and explained that we have closed the account and ensured all the balance has been removed for the equipment fee and she is all set.  ADT sincerely apologizes for the frustration this has cause her and her family and we will use this opportunity to improve.

  Customer Answer

  Date: 03/19/2024

   
  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.

  It is unfortunate that I had to go outside ADT to the Better Business Bureau in order to rectify this situation.  I really thought ADT was a business you could count on. Obviously, that is not the case.  

  I have been promised multiple times before that this account has been closed, that I do not owe any money and I am not delinquent to no avail for 6 months.  ADT Business Representative for BBB related complaints, has assured me once again, that this situation is resolved, but could not tell me how it happened in the first place...let's see...

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

• Initial Complaint

  Date:03/14/2024

  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've had ADT since September, but it doesn't work. I asked a tech to come out. I was only able to talk to someone. My house was broken into 2 days ago. I called them back, and said I've had the product for 6 months and it never worked, and I lost all of my TVs. When I asked to cancel, I was told I cannot have a refund, and would have to pay a $765 cancellation fee. I haven't been safe for 6 months! I have had no monitoring - I owe you nothing. Why am I paying a cancellation fee for a product I NEVER received.

  

  Business Response

  Date: 03/25/2024

  Upon review of the account, ********************** has agreed to release the customer from contract without penalty and we have sent a return label to the customer to return her equipment. ************** has confirmed with ADT via email,that she has received the return label. ADT has informed her she has 21 days to return the equipment and shell receive a refund for the equipment payments shes made. To date its been 5 payments of $12.62 which equals $63.10. This amount will be refunded ***** business days after we receive the equipment back. ADT will also remove and not charge the customer a termination charge for ending the contract early. 

• Initial Complaint

  Date:03/14/2024

  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.

  After 17 years of great service, my husband, a deployed soldier, requested a transfer of service as we were moving. When the installer arrived 2 months ago, he recommended we put sensors on every window, increasing the charge from free equipment to $1009. I agreed and he installed it. My credit card is now being charged $3083.77. I have never received any printed or digital receipt or contract. When I call ****************** ********************, they will not provide me a copy of any contract or explain any of the equipment charges. I am consistently told I must resolve it with the local installer. They will not provide me a contact number or email, and am told they will contact me. Noone has contacted me. They have demonstrated no desire to resolve this issue.

  

  Business Response

  Date: 03/25/2024

  We reached out to the customer and apologized for any frustration endured with the service. After review of the account, we explained per the installation notes the installer documented that he spoke with ************ on the phone and confirmed that the customer wanted all areas covered on 1/18/2024. After further review, we explained per the agreement term, the account is outside of the 3-day Right of Recission where the cancellation of service or equipment to be removed without penalty. As a goodwill courtesy, we agreed to remove the additional devices. The customer confirmed she did want to keep majority of the additional sensors installed but stated only wanted to remove 3 door/window sensors, 2-glass break detectors, 1 smoke/heat detector combo and 1 ****** Speaker removed, which we scheduled a technician for 03/21/2024 12pm-4pm. The customer confirmed the parts were removed. We explained we are awaiting the confirmation paperwork to be scanned into the system, which verifies how many devices were removed to make the proper billing adjustments for the parts removed and then refund back to the customer. We explained the paperwork can take a few business days before we are able to review. We also explained we will follow up again once the paperwork is in to verify the total amount being refunded. The customer is satisfied with the resolution.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21431742
  
  I am rejecting this response because:
  ADT has not refunded my account for the returned equipment, has not confirmed the amount I am due, and has not returned my daily phone calls in 14 days.
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/05/2024

  ADT called this morning to confirm a refund. 

  Customer Answer

  Date: 04/05/2024

  ADT called this morning to confirm a refund.
  

• Initial Complaint

  Date:03/13/2024

  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've been an ADT customer for nearly 5 years, enduring multiple rebrandings and consistently poor service. After I was previously locked in a 36-month contract, I told myself I would never renew another contract with them. On 01/19/2024, my alarm system went offline, jeopardizing my safety since I live alone. After nearly an hour of troubleshooting with tech support, my system was restored. Seeking a more reliable system, I attempted to upgrade to ADT+, but would later encounter multiple obstacles, including lack of clarity that I should have used a different email address than the one I was using for my previous alarm system. Nonetheless, I signed a new 36-month contract, and the order was submitted for a self-setup bundle. It was nearly impossible to create a new account, or even activate and install the system. I encountered several glitches with the ADT+ app and have consistently received contradictory information from every customer service agent I spoke with. One of the account managers, *****, gave me a courtesy credit of $34.99 for my first month of professional monitoring due to the inconvenience. I should've asked her to send me supporting documentation. Per my contract, I should only pay $15.50 per month for the equipment, plus $34.99 per month for monitoring and video services. I paid the $15.50 equipment charge for this month, which is fine, but ADT decided to ignore my courtesy credit, charged me $34.99 for the month PLUS an additional $8.00 on 03/09/2024 with zero explanation. That makes it a total of $42.99 per month for monitoring, which is NOT what I agreed to in the contract. I'm disputing this with my bank since ADT is in breach of contract by trying to scam me out of more money. I'm locked into this 36-month contract AND am already being overcharged. This 7-week ordeal involved 31 calls and nearly 8 hours of call time, causing significant frustration, anxiety, and emotional distress.

  

  Business Response

  Date: 03/23/2024

  Upon review of the customer's account, ********************** spoke to the customer, and she stated she was only having billing issue at this time. ADT provided billing information to the customer. ********************** also submitted credit requests for $34.99 and $8.00 and submitted refund requests for those two payments, also to deescalate the customer's issue.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21430792
  
  I appreciate ADT's efforts to address my billing concerns by submitting credit and refund requests for the disputed charges of $34.99 and $8.00. However, I remain dissatisfied with the resolution provided.

  While I acknowledge ADT's attempt to clarify the billing information, the response only added to my confusion. Per the terms of my contract with ADT, it is specified that there will be two separate charges each month: $15.50 for equipment and $34.99 for professional monitoring and Nest Aware video verification. Despite assurances from ADT representatives, discrepancies persist in my billing statements.

  During my recent conversation with an ADT representative, it was suggested that the $558.06 equipment cost was credited to my account, eliminating the need for the $15.50 monthly charge. However, this contradicts previous communications where it was stated that ownership of the equipment would only transfer to me at the end of the 36-month contract period. Additionally, the introduction of an $8.00 charge for unspecified "patrol services" is not outlined in my contract and lacks transparency. I would imagine that patrol services are only necessary during an alarm event if neither myself nor my emergency contact can be reached by ADT, necessitating a physical verification for police response.

  I urge for clarity and alignment between my contract terms and billing practices. The ongoing uncertainty regarding charges is unacceptable, and I should not have to continue monitoring my bank account. I request immediate action to rectify the situation:

  1. Confirmation on whether the $15.50 monthly equipment charge should be applied or credited.
  2. Removal of the $8.00 charge for unspecified patrol services.
  3. Adjustment of my billing statement to reflect only the agreed-upon $34.99 charge for professional monitoring.

  I expect these changes to be promptly reflected in my ADT customer portal to ensure transparency and compliance with the terms outlined in my contract. This issue has caused undue stress and inconvenience, and I seek a swift resolution to avoid further complications.
  

  

  Business Response

  Date: 04/04/2024

  ADT spoke to the customer today and confirmed the equipment charge is $15.50, Professional monitoring is $34.99, and Patrol is $8.00. The customer requested to have the $8.00 ************** removed, and ADT submitted a request to have it removed. 

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21430792
  
  I must reject ADT's response as it does not accurately reflect the ongoing billing discrepancies as of today, April 10th, 2024. Despite assurances from the ADT representative, the billing issues persist, causing continued stress and inconvenience.
  
  During my conversation with the ADT representative on April 4th, 2024, it was confirmed that the monthly equipment charge is $15.50 and monthly professional monitoring is $34.99. I have no issue with these charges and approve of them through the end of my contract term. However, I requested the removal of the $8.00 patrol service erroneously added to my billing statement. I was assured that a prompt request would be submitted to rectify the issue.
  
  Unfortunately, as of today, April 10th, 2024, a pending charge for the $8.00 patrol service is showing in my bank account, alongside the regular $34.99 professional monitoring charge. Enclosed with this response are screenshots of my ADT billing portal, clearly showing the posted charges as of today's date, with timestamps as evidence of the ongoing discrepancies.
  
  ADT's failure to address these issues in a timely and effective manner is a breach of their contractual obligations and demonstrates a disregard for customer satisfaction. The persistence of these issues for nearly three months is unacceptable. Despite following recommended steps for resolution and engaging in multiple conversations with ADT representatives, no progress has been made.
  
  Im deeply disappointed by ADT's lack of accountability throughout this ordeal. I urge ADT to take this matter seriously and prioritize its resolution without further delay. Im compelled to explore all available avenues for resolution, including legal recourse.

  

  Business Response

  Date: 04/15/2024

  ADT has processed the cancellation of the patrol services. A refund of $8.00 was issued for the payment drafted on 4/9/2024.The customer should see the refund within 3-5 days. 

• Initial Complaint

  Date:03/13/2024

  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'm an existing ADT customer for 13+ years. On 2/5/24, I called ADT to request a move of service, as we were moving houses. (Previous address: *******************************************************). I spoke with a specialist who handles moving service for 38 minutes. Our service at **************** house has every door and every window monitored on it's own sensor, which is the exact same service I wanted set up at the new (to us) house on Parliament. The agent asked how many windows the house has- I told her approximately 15, give or take. (It is 15 exactly, I later counted.). And two doors. She said that their standard installation typically includes 2 door sensors and a whole-house glassbreak and motion detection system rather than individual windows being monitored. Glassbreak has failed me in the past and I was burgled, so I stated that I wanted every single window and door armed individually, instead motion/glassbreak. She said that was no problem, the technician who arrived could install it that way instead. I asked her if that would change the price of the system, AND SHE SAID NO, that would be an even trade, and my monthly bill would only go up by $5 because I decided to add a doorbell camera. Fast forward to install day: installer arrived, said he couldn't swap out the motion and glassbreak for individual window sensors for the same price, as the sales rep clearly told on A RECORDED LINE that I would like ADT to listen to. I stated what I'd been told, but he said there was nothing he could do, but I could call ADT and try to get it sorted. We went forward with the installation because I don't feel safe without an alarm system (have been broken into twice). Installer "upsold" me shock sensors on the windows which I didn't need or really want, but he insisted they are better and would be the "same price". At that point I had been told that my price would be $65ish/mo, so I said fine. Turns out my bill went up over $35/mo, and ADT says they can't fix.

  

  Business Response

  Date: 03/25/2024

  We contacted the customer, and she is disputing the installation equipment charge in the amount of $1383.44. The customer advised she was provided a quote over the phone but was billed a different amount at the time of installation.   ADT is in the process of reviewing the initial sales call and working with the customer regarding a resolution.

  Customer Answer

  Date: 04/05/2024

  This message is my attempt to respond to the message within 10 days (I think today is the 10th day, but it looks like this has been closed.). Please do not close this complaint just yet.  I agree that the business has contacted me and we are trying to reach a resolution, but we are not actually resolved yet.  The current plan with ADT is that they are sending a technician out to replace the costly (and unwanted) "shock" sensors on the windows and are replacing them with less expensive standard window sensors and giving me a discount on those.  My contract will be amended so that I no longer will incur the cost of the shock sensors.  This "resolution" is still not satisfactory to me, as it is not what the business originally promised me of "no installation charges beyond the $99 one-time installation fee" that I was sold for all doors and windows to be armed separately, (instead of window incursion being "covered" by whole-house motion and glassbreak detectors, which have failed me in the past).  

  After speaking with the customer relations agent at **********************, I will accept SOME of the unanticipated charge of $250 for the keypad door lock that, although I was not told would be $250 dollars by the installer and would not have opted to install it if I'd known that, at this point I've come to enjoy it and I'm okay covering that additional cost that the salesperson on the phone did not tell me about.  That has value that I'm willing to pay for, even though I should have been told of the price during install (which I wasn't).  But I am still extremely dissatisifed with being charged ANYTHING (beyond the $99 flat install fee) for the 15 individual window sensors, as I was explicitly told on the sales call that there would be NO ADDITIONAL CHARGE for those individual window sensors, and that they would simply be swapped out at no cost for the whole-house motion and glassbreak detectors that would not be installed. 

  Currently I have an installation appointment for April 15 (it was scheduled for today, but parts were not available in time so we moved it to the next convenient date for me, which is fine), and the installer will be removing the shock sensors on all 15 windows, and replacing them with non-shock, regular mini window sensors.  ADT has told me that they will remove the price of the window shock sensors, and give me a discount on regular window sensors resulting in a lower price, though I still argue those should be FREE, as I was promised.  So this is an ongoing case.  Please keep open until it is fully resolved.  Thanks!  

  

  Business Response

  Date: 04/08/2024

  We are still working on the case for the customer. The appointment was rescheduled for 04/15/2024. Once the technician removes the shock sensors, we will adjust the equipment loan balance. We offered to install regular window sensors in the place of the shock sensors for $350.

  Customer Answer

  Date: 04/08/2024

  Ive read their response and agree that is the current status. Id like to keep this complaint open until it is fully resolved, which will be some days after 4/15, when the technician comes out to remove the shock sensors and install regular window sensors. Once that is done I will need to speak one more time to ********, to finalize the equipment loan balance. 

  

  Business Response

  Date: 05/01/2024

  ADT has confirmed the shock sensors were removed on 04/15/2024. ADT adjusted the equipment installment balance and the remaining balance due for the equipment that was installed on 02/12/2024 is now $223.86. 

  Customer Answer

  Date: 05/02/2024

   
  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.  I appreciate ********'s efforts to resolve this case, and while I believe that a truly fair resolution would have been a full (not partial) refund of all equipment charges, I am sufficiently satisified with this resolution.  Thank you for assisting me with this complaint.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/13/2024

  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 been a ADT customer since ******* August of ****** husband and I decided that we wanted to upgrade our home with new cameras,doorbells,wireless door knows, and thermostats.We called ADT and we were put in contact with a sell rep that came out to our home.I end being introduced to his district manager **** whom I had discussed some of me dissatisfaction with the company and she promised now that she was involved,things would be different.She provided us when the installation guy would come outanddiscussed ourfinancialresponsibility.When the tech came out,it was noted that he was new and had not been doing installations long.He drilled a hole in my back door which left my door unable to function properly.I called ***** the sell rep and he was able to come out to see the poor work of the tech. The tech then proceeded to say that he couldn't connect the cameras because he would have to run wires and he didn't have the equipment.The tech then attempted to replace our panel but he broke our old one in the process.Once we noticed that we would not be properly upgraded, our husband and I decided to keep our old system and not upgrade with ADT. I called Mery and she out me on 3 way with the equipment manager.The equipment manager asked the tech to return to our home and put our old panel back in.It was at this time we found out the tech couldn't fine the old monitor and that he think he broke it.The equipment manager and **** apologized and they told me that they can let me have a new panel at a very reduced price in which I paid the set amount that day.**** was very apologetic and gave her cell phone to call her at anytime. Since November, I noticed that I have been getting charged almost $90 a month.I called ADT and they told me it was due to the upgrade?I let them know what happened and the lady told me to sign a Docusign form and she will reduce the price;the form is noted that I would have to increase my contract to 48 months.I called **** and she told me that she would look into it; this has been over a month now.She has not responded to none of my texts emails or calls.

  

  Business Response

  Date: 03/15/2024

  We were able to speak with ********************** regarding her concern. Her complaint was that she had inquired last year with a local sales representative in her area about upgrading her ADT system. The overall experience ended up being poor and the local sales manager for ADT had to get involved. After several attempts to upgrade her system, ********************** decided to keep her original equipment but was still being charged for the new equipment. ********************** has attempted to reach out to the local sales manage and ADT customer service to correct it, but she was given the run around.
  
  We reached out to the sales manager in question and their direct supervisor, and they apologized for not communicating back with *********************. They advised her monthly rate should be $45.99 instead of the current amount of $80.99 since no upgrade took place. We have adjusted this rate as of 3/14/2024.
  
  We spoke with ********************** today, 3/15/2024, and we confirmed what the sales manager advised us, and she was satisfied with the resolution. We have emailed her a confirmation as well.