Complaints

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

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  ADT Security Services

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  
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  ADT Security Services

  75 Town Center Dr Rochester, NY 14623

  
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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:01/07/2024

  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 trying to change my service with ADT sine Nov 2023 and have been un able to do so. I have been told to call safe streets who tells me to call ADT again in an endless cycle. I was able to get someone at ADT in Dec 2023 who told me to call back in Jan **** (which I attempted to do Jan 6th **** to no avail) ADT reps are rude and condescending and cold transfer all their calls back to the automated messaging. ADT also has now told me that I am still with safe streets. I need a call back to determine when I will be with ADT and no longer with safe street.

  

  Business Response

  Date: 01/08/2024

  We regret any inconvenience the customer experienced &apologize for their frustrations.
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT offered the customer a reduced rate of $45.99, after a temporary 6 month reduced rate of $27.99. The customer has accepted.

• Initial Complaint

  Date:01/07/2024

  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.

  On August 30th 2023 I called ADT cancel my account, but I kept getting bills from ADT, I closed my account before I could be billed again because you pay a month in advance I feel that I do not owe ADT any money, They are now sending to collections for ***** which I disputed. ADT is a ripoff

  

  Business Response

  Date: 01/08/2024

  We regret any inconvenience the customer experienced &apologize for their frustrations.
  

  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  We have confirmed that the ADT account is closed.

  We have waived the balance, as a gesture of goodwill.

• Initial Complaint

  Date:01/07/2024

  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.

  Called to cancel service once in 09/2023 again 11/23 and on 01/02/24 am still being charged by them. The equipment was paid for years ago and there is no contract. Every phone call is the same run around and transfers.

  

  Business Response

  Date: 01/12/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we explained there is no record of any recorded calls requesting cancellation until 10/10/2023. We explained as a goodwill courtesy based on the customers tenure of service; we are agreeing to refund back to 10/10/23 waiving the 30-day notice. We also explained the total refund will be $184.17, which is being returned back to the payment method within **** business days. ************** understood and is satisfied with the resolution. No further was action taken.

• Initial Complaint

  Date:01/07/2024

  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.

  Under contract since 2015. I contacted them to obtain new equipment in 2022 to hear the alarm better on the 2nd floor. They suggested I upgrade my box which I did not need. The tech told me that when he came out and had me sign his iPad for the new equipment. The additional 5 year contract was not discussed with me and not shown to me during the signature form. He scrolled past everything to get me to sign. I signed for the services he provided.On that form that has been emailed to me today, it says contract is good for the initial five years then is month to month afterwards. I have been with them for 8 years and was not aware that i was signing for an additional 5 year agreement. I should be month to month given I was with them already and requested additional equipment. The tech told me to upgrade and it was not part of the original phone call to have them come out. I called ADT today since I have moved to a new residence to cancel the service. They are now forcing me to pay $1700 to break the new contract. This demonstrates poor business practices. This should have been discussed with the new equipment and on a contract that is printed out in full to the customer to read. These are devious business practices that should be reprimanded. I have been asked to pay the additional $1700. Since I was tricked, I am asking that you contact them to see if they can decrease this charge/waive it and correct this for future customers.

  Customer Answer

  Date: 01/15/2024

  Good afternoon,

  I spoke with the representative ******** today. It has come to light that I also have already prepaid for the cost of the upgrade and the labor charges. I spoke to her about it, and she still refused to waive the additional charges of the contract. She advised me that I would still have to pay at least $1000 to break the new 5 year contract or the new renters would have to choose ADT. This is still extortion. I have already paid for every month of service that I have use ADT and have gone over the five-year initial contract. Can you please assist to waive the fees? My signature was used falsely to sign a document on an IPAD and the fine print was glossed over. I never received a printed version prior to signing the February 2022 document.
  V/r, 

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

  

  Business Response

  Date: 01/15/2024

  After further review, it appears the customer upgraded her system on 02/02/2022. The customer upgraded to the new ********************** command system and signed a 5-year contract that ends 02/01/2027.  The customer moved and decided not to relocate the services at the new location. We contacted the customer and offered to discount 50% off the early cancellation fees. The customer declined the offer. The customer is responsible for the remaining balance of the contract. 

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21108296
  

  I spoke with the representative ******** today. It has come to light that I also have already prepaid for the cost of the upgrade and the labor charges. I spoke to her about it, and she still refused to waive the additional charges of the contract. She advised me that I would still have to pay at least $1000 to break the new 5 year contract or the new renters would have to choose ADT. This is still extortion. I have already paid for every month of service that I have use ADT and have gone over the five-year initial contract. Can you please assist to waive the fees? My signature was used falsely to sign a document on an IPAD and the fine print was glossed over. I never received a printed version prior to signing the February 2022 document.

  V/r, 

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

  
  
  

  Customer Answer

  Date: 01/17/2024

  I will agree to pay no more than 25% of the contract obligation. The contract they are mentioning was signed under false pretenses.

  v/r,

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

  

  Business Response

  Date: 01/19/2024

  As previously mentioned, ADT stands behind their decision.  We originally offered 50% off the early cancellation fees. We are not offering 60% off. We made several attempts to contact the customer by phone with no response back.
  
  After further review, it appears the customer upgraded her system on 02/02/2022. The customer upgraded to the new ********************** command system and signed a 5-year contract that ends 02/01/2027.  The customer moved and decided not to relocate the services at the new location. We contacted the customer and offered to discount 50% off the early cancellation fees. The customer declined the offer. The customer is responsible for the remaining balance of the contract. 

• Initial Complaint

  Date:01/07/2024

  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 purchased ADT security services and have paid a lot of money for this service on top of signing a contract. Last evening, 1/5/24 my alarm was set and I was sleeping. My son had opened the door while alarm was on and it beeped and did not alert anyone from ADT that the alarm was going off and the code was not put in. This morning I called ADT and they have no information about this issue and it was on my phone as a notification. I have an alarm system that is faulty and ADT is telling me it works fine. Clearly not. I stated I want a tech to come and look into this and I am told they cannot be here in 1/16. So what am I supposed to do in the mean time. Im still being charged for a service that doesnt work and I got this to pricey my family and we do not feel safe. I want to cancel all of this and I do NOT want to pay a cancellation fee because of faulty service. I spent over an hour on the phone and still nothing is resolved. Additional they are trying to schedule virtual calls to handle a technical issue, how does that work? I keep getting the run around and people keep passing me from one person to the next with still no resolution

  

  Business Response

  Date: 01/19/2024

  We were able to speak with **************** regarding her BBB concern. Her complaint was that after her alarm was set off by accident by her son, ADT did not reach out to notify. When she requested a tech to come out and check it, she was advised the next available date was 1/16/24.
  
  On 1/6/24, a scheduling representative was able to get sooner service for **************** on 1/12/24. **************** advised us that she was not aware of this earlier date.
  
  We offered to send an ADT technician out on 1/10/24 between 8:00am-12:00pm but she stated that this time frame did not work for her unless a tech could meet her son. **************** stated her son was sixteen years old and we advised **************** that we would not be able to do that as per ADT policy, our technicians cannot meet with anyone unless they are at least eighteen years of age. **************** stated she did not wish to pay for service until a technician arrived. We provided **************** a one-month credit.
  
  **************** requested a window of time that was later in the day. We advised are latest window of time was available on 1/18/2023 between 1:00pm-5:00pm. **************** stated she did not get off work until 5:00pm. **************** then advised us to cancel her service since she stated we were not protecting her and not working with her work schedule regarding getting a technician out and that she would not pay any cancellation fee.
  
  We advised **************** that she would be responsible for the cancellation fees since we are attempting to resolve her issue and compensate her for the malfunctioning alarm system. **************** did not accept this resolution.
  
  

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21107320
  
  I purchased this service and have had nothing but issues since I got these services. My service was having issues I called customer service had to speak to about 5 people and explains this 5 different times and now assistance! Finally got this scheduled and the tech had to come back. The tech called the scheduling service and assured he would be back here today, 2/5/24 to install my wired camera which was supposed to be done the first time and was not. We had a plan of where it was to be installed and how it was going to be done. My daughter who is an adult was here today because I had to work. I got a call from this tech stating I owed $180!!! First I was told no charge bc this was supposed to be done the first time, second I dont even know this person and he drilled holes in my walls and window and did not put the camera where I wanted nor did he call to ask any questions. I was also assured by the first tech no charges bc of the issues I have had since getting this installed and it was also still in the 90 day period. I had sensors put on my windows which I had to pay for. This tech left my window open after installing and the alarm did not go off and I have this system bc someone keeps trying to break in my house he left my window open and unlocked. I also have an issue with the system bc it lags when when you open the door, so if I leave my house and open the door and the system lags the. It seems like someone is coming in my house after I leave which I then have to come back home and make sure my house is not being broken into AGAIN. I continue to call ADT to resolve this and can NEVER get assistance! Each agent transfer me to the next and nothing ever gets solved. I hold and hold and have to continue explaining the same thing to 4, 5 and 6 representatives. I dont want this service! This is an ongoing issue and nobody helps! I DO NOT want to pay to break the contract but what am I paying for the system doesnt work, the alarm goes off and they dont call to check on my home! So what am I paying for! This is fraud   Refund

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

  Customer Answer

  Date: 02/07/2024

  On February 6, ****, a technician from ADT came to my house, this was
  not the scheduled technician. I did not receive a call stating this was
  someone new as I already had a plan of what was to be done from the
  previous technician. This technician did NOT do what was planned and he
  drilled holes in my home that I did not approve of and he placed a
  camera in a place that again was not authorized. He then called me and
  stated I owed $180! I was told I would not be charged for this as the
  3rd party company that is not a part of ADT was supposed to initially
  install this and he did not. Also, this is within the. 90 days and I
  have had nothing but issues since this started. This new technician also
  left my window open. I have this system because someone is continuously
  trying to break into my home and he left my window OPEN. I purchased a
  sensor for that window so I need to understand why the system did not go
  off because my window was left open for hours and hours. The technician
  knew I was upset and related this information to his boss, this person
  never reached out to me in regards to my concerns. I am still being
  billed for all of this and was told I need to call the 800 to get this
  taken care of. When I call the 800 number I continue to get transferred
  to the next person. After an hour on the phone of waiting I put in a
  request to the BBB. This is a new issue and I would like someone to
  contact me in reference to this as I cannot reach anyone and this is
  very frustrating. aDT is so quick to threaten me and take funds from my
  account however I cannot even get a call to figure this out.

  I want to cancel this contract and not be threatened that they are going
  to withdrawal all funds from my account. At this point we should end
  the contract because the services they state they provide are not
  accurate and I should not have to pay for something that does not work.
  Additionally, I cannot ever speak to a supervisor or manager to handle
  my concerns and can never get an explanation to why things are occurring
  the way they are. Unauthorized work was done by an unauthorized person
  and then I received a bill for this.

  

  Business Response

  Date: 02/13/2024

  We have been unable to communicate with **************** regarding her BBB requests. We have agreed to release her from her agreements with ADT and need to remove the alarm system.
  
  Our local office in ********** has attempted to call her several times last week and left messages and they have not heard back from her.

  Customer Answer

  Date: 02/14/2024

  I did receive a message and the person stated that they want to schedule someone to come here and get their equipment, which is fine, but I need something in writing stating you are releasing me fully from the contract and not going to charge me any and/or additional fees. I think that is more than reasonable. A big issue here is lack of communication. Additionally, what about the things that were installed that were not authorized? Because now I have staples in my walls and lines running  through my windows that I did not authorize or want? Again, why is nobody contacting me other than a person that schedules? 

  Customer Answer

  Date: 02/14/2024

  I did receive a message and the person stated that they want to schedule someone to come here and get their equipment, which is fine, but I need something in writing stating you are releasing me fully from the contract and not going to charge me any and/or additional fees. I think that is more than reasonable. A big issue here is lack of communication. Additionally, what about the things that were installed that were not authorized? Because now I have staples in my walls and lines running  through my windows that I did not authorize or want? Again, why is nobody contacting me other than a person that schedules? 

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21107320
  
  I did receive a message and the person stated that they want to schedule someone to come here and get their equipment, which is fine, but I need something in writing stating you are releasing me fully from the contract and not going to charge me any and/or additional fees. I think that is more than reasonable. A big issue here is lack of communication. Additionally, what about the things that were installed that were not authorized? Because now I have staples in my walls and lines running  through my windows that I did not authorize or want? Again, why is nobody contacting me other than a person that schedules?
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/19/2024

  We were able to speak with **************** regarding her second rebuttal. We have an equipment removal scheduled for 2/24/24 and we have emailed a confirmation that she is being cancelled without penalty and any charges she has paid will be refunded to her.

  Customer Answer

  Date: 02/20/2024

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

• Initial Complaint

  Date:01/05/2024

  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.

  On 09/01/23, a technician from ADT came to my house due to equipment not working. I was told that the equipment was outdated and that I would need to purchase upgraded equipment. The cost of the upgraded equipment was more than I wanted to pay. I requested cancelation of service. I called customer manager to request cancelation. Manager refused to listen to request to cancel. I hung up on manager. When checking my credit card statement, I noted that ADT had continued to charge my credit card despite having non-working equipment. I called again today and was told that the cancel request was not made because I hung up on them. The customer manager tried to pressure me into buying new equipment to credit my account. I kept telling her I wanted to cancel. She told me that I could not get a refund. She told me that my service would be canceled February 4th which means they would bill my account again. I just want my money refunded because they knew my equipment was not working.

  

  Business Response

  Date: 01/18/2024

  ADT will honor the cancel date of 9/1/23, due to the system being down.  A refund for $438.15 is being processed.  The customer has been notified.

• Initial Complaint

  Date:01/05/2024

  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.

  At the end of September, we sold the warehouse that the business is located in. The week we closed on the sale, we closed all of our accounts, including ADT. ADT is the only one that apparently didnt get cancelled.I was awaiting a final bill from ADT to pay it (one is sent out every 3 months while the other one is monthly). We receive 2 bills from them- one for security monitoring services and the other one for insurance on the cameras. When we opened the bills to pay them I realized they had billed me from October- December as well. I called and told them I wasnt going to pay for the last 3 months of bills ($550) since I had cancelled at the end of September. They stated they had no record of me cancelling at the end of September. I remember the conversation clearly because I remember it was very important to me that they cancelled BOTH accounts and I had to confirm that several times and give them both account numbers several times. They kept trying to ask me to transfer the service to a new location. I kept telling them we didnt have a new building with cameras set up to transfer the service to, but I told them the person who bought the building from us might want to set up a new service with them.It was clear they were trying to avoid allowing me to cancel the service and I was transferred to a few different people before I was finally allowed to cancel my ADT service. Imagine my surprise when I called in January and they said they had no record of a call from me in September and no notes about it. I said I wasnt paying for the extra 3 months and they could go through their phone recordings or call history. They finally agreed to cut the final bill in half after I told them I wasnt going to pay it ever. They threatened it would be go on my credit record. Imagine not cancelling a service, continuing to bill someone without their consent, and then threatening them for refusing to pay for a service they cancelled 3 months prior. Its a shakedown.

  

  Business Response

  Date: 01/17/2024

  We reviewed the account and confirmed that ***************** had the system installed on 11/3/2014.
  
  On 9/25/2023 ***************** called in to cancel the account.The customer service agent submitted the cancel request.
  
  There are no notes on the account to support the cancel request was processed.
  
  On 1/5/2024 ***************** called in to cancel the account. The customer service agent assisted ***************** and processed the cancel request.
  
  Due to the cancel request not being processed per **************** request on 9/25/2023, a credit of $88.34 was placed on the account to cover the balance ***************** paid.
  
  We reached out to ***************** to further assist and let her know that the account is pending cancellation and that she will be refunded $88.34. 

• Initial Complaint

  Date:01/05/2024

  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 set up my self install alarm system in August 2023. It was in Practice mode, meaning, it does not notify police if triggered and is not monitored by ADT. I called every month several times to fix it. each time I was told it was fixed and to give it 24 hours. It was not until December that an individual fixed it. I asked about credit for all the time I was not serviced as I had asked every time I called. As usual I was told yes absolutely I would receive all the credit for all months. Several reps told me this and even waived January and February ****. I am still charged all months and only received credit for December and a partial for ******** I am requesting refund for all the months from August to February as promised. They have to have notation of this.

  

  Business Response

  Date: 01/17/2024

  Upon review of the customers account, ********************** spoke to the customer 1/8/2024, but customer said it was not a good time to speak to her. ADT also emailed ADTs contact information to the customer. ********************** made another attempt to speak to the customer on 1/12/2024, but there was no response.

  Customer Answer

  Date: 01/31/2024

  I was contacted by **** on January 8, 2024. at 5:30 pm. I was unable to speak with him at the moment and asked if he could call me back in 20 minutes or the next day. He said he would call back the following Thursday which he did. However when he did he kept saying he was going to look into it and would issue one month credit. I advised him that this was not acceptable since I had been billed from August 2024 to present and had been promised a credit because I was not getting the service I paid for. He rushed me off the phone saying he would look into it. The call back number he gave me at the 1st call was ********************* which is an invalid phone number.

  My issue has not been resolved. Please let me know my next step
  

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21105216
  

  I was contacted by **** on January 8, 2024. at 5:30 pm. I was unable to speak with him at the moment and asked if he could call me back in 20 minutes or the next day. He said he would call back the following Thursday which he did. However when he did he kept saying he was going to look into it and would issue one month credit. I advised him that this was not acceptable since I had been billed from August 2024 to present and had been promised a credit because I was not getting the service I paid for. He rushed me off the phone saying he would look into it. The call back number he gave me at the 1st call was ********************* which is an invalid phone number.

  My issue has not been resolved. Please let me know my next step

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

  

  Business Response

  Date: 02/09/2024

  ADT spoke with the customer and advised that a ******* credit has been applied as well as 2 refunds have been requested.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21105216
  
  I am rejecting this response because: They only gave 2 credits and did not charge in December making a total of 3 credits. They owe me 6 in total. They are still missing 3 months credits.
  
  Sincerely,
  
  ******(************************

  

  Business Response

  Date: 02/16/2024

  ADT spoke to the customer today, and the customer stated she has now received both refunds. The customer also received monitoring credits.

  Customer Answer

  Date: 02/21/2024

  My apologies,  when I was looking at my transactions with adt I was mistaking the charges as credits.  I have only received credits for 3 months. 2 were direct credits and one was a skipped month in December.  I am still missing 3 credits of $34 99 each. 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21105216

  
  My apologies,  when I was looking at my transactions with adt I was mistaking the charges as credits.  I have only received credits for 3 months. 2 were direct credits and one was a skipped month in December.  I am still missing 3 credits of $34 99 each.
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/29/2024

  Upon review of the customers account, the customer was given ******* of monitoring credits, and two refunds were provided to the customer. ********************** contacted the customer on 2/26/2024 but was not able to leave a message. ADT left a message for the customer, today, with *********************** contact information.

  Customer Answer

  Date: 03/01/2024

  ADT only credited 2 chargea of $34.99 on ******* 9, 2024. Before that, they  did not charge in December 2023. That makes only 3 credits. They are supposed to credit August,  September,  October,  November and December.  They had also promised credit for ******* and February.  I keep telling adt they still owe me credits.  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21105216

  
  ADT only credited 2 chargea of $34.99 on ******* 9, 2024. Before that, they  did not charge in December 2023. That makes only 3 credits. They are supposed to credit August,  September,  October,  November and December.  They had also promised credit for ******* and February.  I keep telling adt they still owe me credits. 
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/05/2024

  ADT spoke to the customer and agreed to an additional 4 months of credit to be added to the account to completely resolve the customers issue. 

  

  Business Response

  Date: 03/05/2024

  ADT spoke to the customer and agreed to an additional 4 months of credit to be added to the account to completely resolve the customers issue. 

  Customer Answer

  Date: 03/05/2024

  Hello, I have received 1 pending credit for one month. How long should I wait for the remaining 3 credits?

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21105216
  
  Hello, I have received 1 pending credit for one month. How long should I wait for the remaining 3 credits?
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/15/2024

  The remaining credit was applied to the account on 3/4/2024 and will be applied to future monitoring charges. The additional credit is for this purpose and is not a credit that will be refunded to the customer's payment method. 

• Initial Complaint

  Date:01/05/2024

  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.

  5/20/22 We, ( The Auto Shop) had ADT security install a monitoring system with a video surveillance system. We paid $ ******* for installation and equipment. The security cameras was installed by ADT but we later found out it is a different company ATV that provides the cameras and monitoring. Day 1 we have had multiple camera issues. They go out, quality is poor, system freezing, more cameras go out etc. We have had ADT come out to our business multiple times over the course of this time. I've called multiple times and asked for assistance. Each technician that has come out states the camera system is not good and they can't fix. They have replaced, cameras, connections. The last 2 service calls , we were told the brain of the system is bad. We were told WE has to pay for a new unit. The problem is that ADT has charged us monthly service fees that cover equipment. When I have asked to speak with a supervisor, I have gotten the run around telling me the supervisors can't help me and some have gotten rude and nasty with me. Due to them breaching their own contract, we decided we wanted nothing to do with ADT and wanted to cancel the service. We were not asking for the $4,000 we paid in equipment. We were done fighting and just wanted to be done with them They are charging us $2500 to get out of the contract. I have called and asked for a supervisor more than 10 times over the last 6 months but they only call to get payment. When I started to document, I have spoke to employee # *****, *****, I left messages 4/6/23, 10/20/23, 10/8/23,10/25/23, 8/26/23, 9/9/23, 9/20/23, these are just some of the dates of phone call attempts. This does not include the 6 plus times of service techs coming to the shop and not being able to fix the system.again, all we are seeking is getting out of the contract with no fees. We feel we have paid enough for a system that has failed. I've called the initial sales person ********* ************ on multiple occasions as well.

  

  Business Response

  Date: 01/10/2024

  ADT has been in contact with ****************. ADT has offered to waive the balance of contract for ****************** camera system should he choose to reinstate his agreement for alarm monitoring at $49.99 per month. **************** has been advised that should he choose not to reinstate the alarm, ADT would seek the balance of contract for the alarm only, $706.36. **************** advised he would need to discuss the options with his business partner and would make ADT aware of his decision by 1/15/24. 

• Initial Complaint

  Date:01/05/2024

  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 hired ADT to provide real time audio and visual access to my restaurant in **. Upon installation we ran into issues immediately. Audio never worked, we change ISP to give a direct line for ADT and its systems but it still could not do anything to get the audio working. I made it clear upon hiring them that the audio and visual were a must and a deal breaker if it could not provide those items I would need to utilize a different company to have access to audio/visual real time video. I have spoken with their reps, nothing can be done to get the audio working. I would love help coming to a resolution but ADT is non-responsive and has filed a lien on my property.

  

  Business Response

  Date: 01/17/2024

  We confirmed the customer owes $6796.59 for equipment and installation. There is a lien on the property due to that past due balance.  ADT offered to send a technician and manager out to the business to test the internet speed. We believe that is the cause of latency for the audio portion of the cameras. The customer refused and requested to have the equipment cancelled and the balance removed. He is not expecting back any type of refund.It was agreed that ADT would dispatch a technician on 1/24/24 to collect the equipment. Once collected the balance will be removed along with the Lien. We will follow up with the customer once equipment is collected to confirm the balance and lien are removed so they have record of it.