Complaints

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

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

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

  
• 

  ADT Security Services

  2801 Gateway Dr Pompano Beach, FL 33069-4324

  
• 

  ADT Security Services

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

  
• 

  ADT Security Services

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

  

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:03/13/2024

  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.

  I have been an ADT customer for about eight years. I paid annually for all ************ without any complaints or problems. At the end of my present contract it took three phone calls to cancel and one representative named ***** said I will be billed $335.88. She threatened me with collection if I didn't pay. When I asked to speak to a manager she said none was available. I then called back and spoke to a manager named ******** who actually seemed very nice and professional who looked over my account and said I did not owe anything and apologized. She said she would cancel the service and send me a confirmation email. Well I have not received any confirmation email and am not sure of anything at this point.

  Customer Answer

  Date: 03/14/2024

  I received a email and call from ******* at ADT.  She apologized and said the service will terminate on 4/13/24 with $0 bill.

• Initial Complaint

  Date:03/13/2024

  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.

  I Have been tryiNg to cancel service since Novermber 2022. ADT engages in unlawful business practices making it impossible to cancel service. They keep you online for ***** min then as soon as they find out you want to cancel, they try to give you reasons why you cant. If you tell them that you still want to cancel, they will transfer you to a "Hold" numbner which disconnects after 15 min.I have called them multiple times since last November and STILL have not been able to cancel service. They just refuse to allow you to cancel.I want a refund for the service NOT requested since November 2022

  

  Business Response

  Date: 03/15/2024

  After further review, it appears the customer reached out to ********************** on 02/29/2024 regarding cancelling the account. We reviewed the call and the customer stated he has been trying for a week to cancel. We back dated the cancellation request. The account is pending cancellation with a zero balance.We attempted to contact the customer by phone and email on March *******.

• Initial Complaint

  Date:03/13/2024

  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 am being charged for some additional services that I am not informed. I cant find anyone to help me resolve this discrepancy. They kicked me around like a ball. The company manager, *************************** is not responding to my calls and texts. They are acting as if I am nobody as soon as Ive started to pay the monthly service fee.

  

  Business Response

  Date: 03/14/2024

  We were able to speak with ******* regarding his concern.His complaint was a $2.08 charge added to his monthly monitoring on 2/20/2024 after additional equipment was added on that date. ******* stated this appointment on 2/20/24 was to complete the original install from 2/15/2024 and was not told this extra charge would be added.
  
  We have removed the $2.08 charge as of 2/20/24 and his original monthly monitoring rate has been reinstated. We have emailed ******* a confirmation and he is satisfied with the resolution.

• 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.

  For Second time ADT charge extra from my credit card without my authorization . First time I caught them, they were charging my card extra for months before I found the extra charges on my account . I have 3 years agreement for $51 a month . Last year around mid year they start charging my account 59. I caught them After charging me for 4 month . Again this week they assured me , they would send technician for an hr to solve my camera that stopped working . The manager assured me the work will less than an hr and I will not be paying . Yesterday i saw my card was charged $341 . I called them today and they said we gonna refund me but i have to pay for 30 minutes since the technician stayed for an hr and 30 minutes . They accept they fraudulently charge me $341 and they want to refund me the majority . 2. But they still want to charge me for 30 minutes . I agreed for the technician to come because they assured me the service is free . Plus the technician did not stay at my home for more than an hr. I want apology, full refund and compensation for my mental and moral damage , convenance they created

  

  Business Response

  Date: 03/15/2024

  ADT contacted Mr. **** on 3/15/24 and advised that he was being refunded $255 of the ******* charge from 3/8/24. Mr. ****s account was also credited $99 and will be credited toward his April and May ******* invoice. ************ was advised of the timeframe to receive his 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.

  Subject: Urgent Complaint - ADT Security System Installation and Response Time To Whom It May ********* am filing a formal complaint against ADT regarding the security system installation and subsequent issues I have encountered. The system was installed at my residence approximately one month ago, and I have experienced a significant delay in the system's response time when a door is opened.Upon contacting ADT's technical support, I was informed that there is a 6-7 second delay in the system's reaction to a door opening, a critical flaw that poses a serious safety concern, especially considering the well-being of my 2-year-old child. This delay was not disclosed during the pre-installation consultation, and it directly contradicts the fundamental purpose of a security system - to provide immediate alerts in the event of a breach.Regrettably, my child has managed to exit the premises on three separate occasions this month because the ADT system failed to promptly register the opened door. Despite the clear fault in the system, I am being told that I cannot cancel the service, which is in direct contradiction to the information available on the ADT website, stating that customers can cancel within six months and receive a money-back guarantee.This situation is not only a breach of trust but also a potential threat to the safety of my family. I urgently request your intervention to ensure that ADT addresses this matter promptly and offers a resolution that aligns with their stated terms and conditions. Your assistance in resolving this issue is greatly appreciated.Sincerely,*****************************

  Customer Answer

  Date: 03/19/2024

  This morning, a technician visited my home as requested by the supervisor I spoke with last week. Despite my concerns about the delay in the system's response time, the technician determined that there was no action he could take to address the issue. During his brief visit, which lasted approximately 10 minutes, he observed firsthand how  my son could open and close the door with the sensors never detecting the breach. Given the company's inability to rectify this flaw in the alarm system's functionality, which was installed for the purpose of promptly alerting to entryway breaches, I would like to exercise my right to cancel the contract in accordance with the 60-day satisfaction guarantee outlined on the company's website, and receive a refund.
  

  

  Business Response

  Date: 03/23/2024

  Upon reviewed of the customer's account, ********************** spoke to the customer, and the customer requests for the account to be canceled with the Balance of Contract waived since she does not want a delay in the system. ADT offered to have a technician out to attempt to resolve the customer's issue,and the customer accepted the offer. ********************** scheduled a service call appointment on 3/19/2024, and ************** explained to the customer how Radio Frequency transmitters work. ADT followed up with the customer, and the customer stated nothing has changed and still requested for the Balance of Contract to be waived if she cancels, and ADT offered to get the local office involved for further assistance, but she declined and requested to be escalated.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21426774
  
  I am rejecting this response because:

  In my efforts to address the issue with ADT, I've reached out multiple times, yet regrettably, a satisfactory resolution remains elusive. Given the paramount concern for the safety of my child, it's only natural that I'm compelled to seek a solution that guarantees reliability. Despite persistent attempts to rectify the delay issue, ADT has been unable to provide a satisfactory response. As I'm still within the 60-day money-back guarantee period, it's reasonable to expect a refund. Throughout my discussions with ADT, I've emphasized the safety hazard posed by the delay to my child, underscoring the urgency of the matter as I have another security system, Cove, installing a system. 
  It's deeply concerning to me that I'm being placed in a position where I must incur additional expenses for a second security company to fulfill the fundamental expectation of alerting me to breaches in the system. This requirement seems unjustified, as it contradicts the very purpose of employing a security service like ADT. My primary expectation is for the system to promptly detect and notify me of any breaches, which is a fundamental aspect of its intended functionality.

  Despite my best efforts, which have included engaging both virtual and in-home technicians, speaking with a supervisor named ****, and reaching out to his manager via voicemail, I have yet to receive a response after four days. It's evident that I've diligently pursued avenues for ADT to rectify the issue, yet they have not been able to resolve it satisfactorily.

  Considering the ongoing issue and ADT's inability to address it, I request the equipment be promptly removed and returned, and my contract be canceled without any charges, in accordance with the 60-day money-back guarantee stated on your website.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/04/2024

  ADT is still working with our local office before providing the final response. ADT will follow up once will have a final resolution.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21426774
  
  I am rejecting this response because:

  The problem persists with a significant delay in the security system's response time to breaches, which concerns me greatly because my toddler has exited through the door unnoticed by the system on multiple occasions. I have left several voicemails for the manager but have not received a callback. I still request cancellation of my contract without penalty, as the response time issue cannot be resolved according to the technician. I was not informed of any delay when I signed up, and I am still within the 60-day satisfaction guarantee period as stated on the website.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/09/2024

  Upon review of the customer's account and feedback received from our local office, ************** explained to the customer of how the wireless contacts work, and that there is a slight delay from the time the door or window opens till the zone chimes; the signal has to be transmitted to the receiver. Our local office stated that this a normal operation. Also, the 60 day guarantee the customer was referring to was information she said she found from ADTs website but not a promise made by one of our agents. ADT will fix the system if there is an issue with the system, but the system is working within its normal parameters. If the customer choses to cancel the service, the customer will be responsible for the Balance of Contract and remaining equipment balance. We dont have an unconditional 60-day money back guarantee that the customer is eligible for since the customer is bringing it up.

• Initial Complaint

  Date:03/12/2024

  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 purchased an ADT security system with it were security cameras. The Tech left the big cameras and said I needed an electrician to install them. I have made enumerous calls, sat on hold, etc. I was told they would be sending an electrician. Instead they sent a tech again. The big cameras have sat here in the boxes since December. They also sent someone else out and put to-bit plug in cameras on the house and extorted $699.03 which they said they were return in 3-5 business days and it has never happened. I want my $699.03 returned to my acacount and the original cameras installed on the house by an electrician. FYI I will say I love their secruity system I just want the cameras installed. Thank you.

  

  Business Response

  Date: 03/26/2024

  After reviewing the account, it appears the customer installation wasnt completed. We contacted the customer and was advised the installation was completed on 03/15/2024. She was also over charged $699.03 for equipment. We submitted a refund in the amount of $699.03 and issued a 3-month monitoring credit as a goodwill. The customer was satisfied with the resolution.

• Initial Complaint

  Date:03/12/2024

  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.

  From November 2023 to the present day, I have experienced an ongoing issue with my security account through **********************. I made a payment in the amount of $195.77 + $560.00 totaling $755.77 for the payoff of my equipment charge. I then received a letter from my bank stating that I was going to be rebilled for a second time on 3/14/2024 for $755.77 stating ADT did not receive the money, which is incorrect. Upon calling ADT, the agent stated the amount was just sitting on as a credit and my monthly bill was taken out of it previously when I had it noted on the account that the amount paid was for the equipment charge. Since then, *** requested to cancel the account without penalty since Ive had another card reappear back on the account after removing, issues with my main system, issues with the bill. I have never experienced such a mess and I can no longer trust my previously attached bank account and cards are actually removed. My sanity and personal security is at risk for dealing with this awful company. I requested my remaining credit back of $574.65 and cancel fee of $631.34 totaling $1,205.99 just to be set free from this nightmare. Id rather take a risk of getting robbed from a street thief than this.

  

  Business Response

  Date: 03/14/2024

  We were able to speak with **************** regarding her concern.Her complaint was that she has lost trust in the ADT service after several customer service agents gave her misinformation regarding her install payments for the alarm equipment. This caused a large credit balance to be left on her account in the amount of $574.65. She had called into ADT yesterday, 3/13/2024 and was told we would attempt to take out another installation payment and at this point she wanted to cancel her ADT service and be released from her contract.
  
  After speaking with **************** and attempting to explain there were no further charges owed for the installation and her credit card information was removed so it would not automatically charge her, she still wished to cancel her service. We did advise her that she would still be responsible for seventy-five percent of the remaining balance. While not pleased with the resolution provided, she accepted the terms and we have cancelled her service and the out of service date for the monitoring will be thirty-days from now, 4/13/2024.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21424241
  
  I am rejecting this response because:
  After speaking with corporate, I understood the penalty decision as crooked as it may have been, however, I received an email showing my refund for overpayment was being processed on 3/12/24 in the amount that was owed to me of $574.65 for overpayment on the equipment charge that was refilled and taken on 3/14/24. The understanding was that I would be billed for the cancellation penalty, however it was not disclosed to me that I would then have my t rightful refund rejected! This company is deceptive. I have now had to reverse the cancellation because of this or else loose my mortgage funds that are tied to the same account theyve played in for 6 months. If the corporate rep would have told me this would have happened, I could have saved myself more grief. I wont ever recommend ADT to a soul. The devil himself deserves better than ADT. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/25/2024

  We have reviewed ****************** rebuttal, and after our conversation it appears that the refund is still being processed to her **** card for $602.92. If she was advised by a different representative that it was denied, we apologize she received incorrect information.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21424241
  
  I closed my account after only a few months after experiencing several issues with their billing department. This company is deceitful and instead of atoning for misinformation their representatives provided I was the one who was penalized as the customer. Upon canceling, I advised their corporate office I do not want them to pull anything from my account again. He assured me all my billing information was removed. Now that it is canceled, they have overdrawn my account for the remaining balance months later for $1,336.74 out of my bank account! I was just told by adt that my bank account was removed and all forms of payment was removed. This is unethical and unlawful to pull from my account without my consent. The representative I just spoke to named ****** located in the ****************** stated to dispute the charge as unauthorized through my bank so that adt can accept it since the account does not have my bank information on file. The face that I have to do that is insane. My home bills come out of the same account they just stole money from me for and this company is disgusting!

  Billing adjustment; Contact by the business; Refund
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/20/2024

  We have reviewed the additional rebuttal by ****************. On 4/1/2024, **************** spoke with our cancellation team, and she was made aware that she would owe the cancellation fee for her ADT service located at *************************************************************** When she originally spoke with us here at the corporate office on 3/14/2024, she was advised as well of the same information.
  
  The cancellation was first processed on 3/14/2024 and was set to be out of service by 4/1/2024. **************** then called on 3/21/2024 and requested the cancellation request be removed so that she would not be charged a cancellation fee. The cancellation as reversed on 3/22/2024 and cancellation fee amount of
  $1,35626 was waived on 4/1/2024.
  
  Since **************** ultimately cancelled her service, the charge of updated cancellation fee amount of $1,336.74 is valid and was made aware by both the cancellation team and the corporate office. If her bank is able to successfully reverse the charge that is within there right, but it will not be refunded by ADT.

  Customer Answer

  Date: 05/20/2024

  The cancellation fee was to only be billed to me in the mail. No authorization was given to ADT to take any amount of money from my personal bank account. The company took my removed banking information and reinstated it on a closed account to charge my bank account for the cancellation fee without my authorization. It has been disputed from my bank because it was not authorized. I did not agree for adt to add any form of payment method back to the account after telling them to remove all of my bank and credit card information. My payment information should not have remained on file in any capacity and should not have been retained for adt to use at their whim. The reason the account was canceled, reopened, and canceled again is because the pending refund for my overpayment of equipment charge could not come back to me due to the cancellation balance. I was advised the only way to receive my refund for overpayment was to reinstate the account, process and receive the refund for overpayment, and THEN cancel the account. If youre going to respond, do so in facts. I will never go with this company and view them to be thieves for taking money out of my personal bank account on a closed account with deleted payment information where it was agreed it would only be BILLED in the mail! I will never give this company access to my banking information again and have advised anyone I know to switch to a more reputable company sharing in the nightmare I have experienced since adt took over my original provider. 

• Initial Complaint

  Date:03/12/2024

  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.

  Said neighbor continues to harass me via ADT Security Web Cam and two-way audio via her cell phone - I do not know her #. I have filed complaints with the Marion ********************** and the courts for domestic violence, but am not getting resolution, nor is the harassment, ceasing! ******** refuses to take down the camera which is pointed directly at my carport, and verbally abuses me everytime I step out my door. I have requested that ADT on my behalf file with the *** since I as an individual can't bring charges to have her REMOVE CAMERA, and cease with the CYBERBULLYING.

  

  Business Response

  Date: 03/16/2024

  ADT will not be contacting *****************************.  ******************************** complaint is a civil dispute with her neighbor and ADT is unable to assist.

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having issues with my system for years was even paying monthly and my system was connected to ADT. I keep getting the same error code and calling in about the problem. I have had people come into my home and remote in through my phone. The problem is fixed for a short time and I'm calling back in. Today (3-12-24) for an appointment between 8-12 with the fee wavied at 12:21 the man calls to say he is headed my way and there is fee and I let him that was not the case he yes so I told him not to come I call customer service they said they see the note but nothing they can do cause the ticket is still open as if he's in my home working and that's not the case I have missed a days of work for nothing and this is and ongoing issue

  Customer Answer

  Date: 03/13/2024

  he tech came and wasn't able to do angering because it was a fee and
  that my system needs replaced I let him know also this is an ongoing
  thing and the battery has been replaced more and also I let someone I
  spoke to know my system wasn't giving a signal and he confirmed that it
  was so once again I'm paying for a non working system that I have been
  complaining of not working correctly to be told the system is old and
  nothing they can do.  Replacement

  

  Business Response

  Date: 03/23/2024

  Upon review of the customers account, ********************** spoke to the customer, and she stated that the technician wanted to charge her to check the system and to replace the battery. The customer also said the technician thinks the system may not be recharging the battery. The customer said the technician said she needs to upgrade, and it would cost $500.00. The customer said she is not paying for a new system. ADT scheduled a service call appointment on 3/29/2024 for a technician to replace the battery at no cost and to check the system for the customer.

  

  Business Response

  Date: 04/02/2024

  ADTs technician was able to get the battery replaced for the customer on 3/29/2024 and service and part charges were waived. ADT followed up with the customer, today. The customer confirmed the battery was replaced. The customer also understands she may need to upgrade the system in the future.

  Customer Answer

  Date: 04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/12/2024

  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 signed to a 2 year contract with ADT starting in August 2023. Prior to this I had used their services for over 26 years. Since this contract began I have had inconsistent service if any service at all. Currently I do not have a working system and yet I continue to have automatic charges taken from my account monthly. As of today, I have paid them approximately $280.00. These charges are to be for a working alarm system with 24 hour monitoring services. Shortly after I installed the system I started experiencing problems such as the following. I had 2-3 false alarms while I was away. Needless to say, this was very concerning and the company could not find any reason for the system to have gone off for no reason. The door sensor started going off while I would be sitting in the room indicating a door was being opened when that was clearly not the case. I have spent numerous hours trying to get help and have been told many reasons that could be causing these issues but the problems continued. They sent new sensors which did not correct the problem. They sent a new hub that would never connect correctly to the internet. I was told by 1 employee that my wifi channel was too congested and to check with my provider to correct this. Provider (Xfinity) said that was not the case and was working fine. I was told on another call that I needed to separate my network to identify the difference between 2.4 or 5 and a supervisor called back to say that was incorrect information I had been given. I have had approximately 15 to 20 virtual calls and continue to get no resolution or working system. I have asked if I can get a technician to come in person and was told that is not something that falls under my plan. I have had the alarm go off at night to get a recorded message only to be hung up on prior to checking my code confirming that things are okay. I have asked to get out of my contract as they have not fulfilled their part almost from the start of my contract.

  

  Business Response

  Date: 03/19/2024

  We have spoken with the customer and apologized for their experience. ADT has agreed to process their cancellation request and will release the customer from the contract terms. ********************** has sent the customer an RMA label to have the equipment returned as well. 

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21419929
  
  I am rejecting this response because:

  I spoke with a man by the name of ************** from ADT on March 12 and he agreed ADT would let me out of my remaining portion of my contract. He also said there would be no additional automatic draft charges withdrawn from my account. That is false.  They pulled additional funds (albeit small) from my account on March 21st. I want this credited back and an email from ADT stating our agreement and assurance they will discontinue any other withdrawals from my account. I sent back all the equipment to ADT as required via Fed Ex on March 20th. 

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

  

  Business Response

  Date: 04/03/2024

  I spoke with the customer and apologized for the ongoing issues with their account. The cancellation was submitted on 3/12 and the customer has since returned the equipment, but the account is still showing active. The customer was recently billed/ charged again for service. We will follow up with the customer again with confirmation of the cancellation and refund status once this is completed.