Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,859 total complaints in the last 3 years.
- 3,646 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/08/2024
Type: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.
On Jan 23, 2024 I called ADT and asked to speak to their cancellation group as I was cancelling my service. I sold my home and did not move into a home that can have security services. I told them I did not want to transfer service, but cancel it. I was given a cancellation code of ******** for account #********. I was told it was cancelled and that after "30 days" I would no longer be billed. On Feb 1, 2024 I called again to verify it was cancelled as I had a weird feeling something didn't go right. They said it had not be cancelled, apologized, and said I'd be refunded payment of $77. It's now March 8, 2024 and they billed us for $77 again and we never got a refund or credit. I called ADT and was transferred to 3 separate people who said my account had never been cancelled. I was told to talk to billing. I did. They told me to talk to cancellation ***** I did. NO one would cancel my account or verify it was cancelled back on Jan 23, 2024. I was transferred around, my questions were not answered and I was told I had to pay or go to collections, even though we "cancelled" the account and all ******************** pertaining to the *********************************************************** home. Each time I have called I was on hold between calls for a total of ***** minutes each call. They refuse to help me or explain why they keep billing me even though I cancelled services Jan 23. I will never use this company again and I have spent over 3 hours total on the phone away from my job trying to resolve this.
Business Response
Date: 03/12/2024
ADT has resolved this dispute with customer by issuing refund in the amount of $94.47. We also removed account from collections, and customer will receive a letter withing 7-10 business days.Customer Answer
Date: 03/12/2024
This is so crazy. I have never been late once when I used their services, do the fact they said I was removed from collections does not make any sense. I received no refund and stopped their services Jan 23, 2024.Customer Answer
Date: 03/12/2024
Complaint: 21407250
I am rejecting this response because: This is so crazy. I have never been late once when I used their services, do the fact they said I was removed from collections does not make any sense. I received no refund and stopped their services Jan 23, 2024.
Sincerely,
*******************************Business Response
Date: 03/21/2024
The refund of $ ***** left ADT's bank on 3/11/24 and was sent by check. There are no funds owed to ADT from the customer.Customer Answer
Date: 03/21/2024
Complaint: 21407250
I am rejecting this response because ADT even after 4 phone calls since January refuse to allow me to stop their services. Isn't this against the law? I cancelled my services in January. I told them several times I no longer own a house. I sold it. Where I am living can't have ADT as I'm not in a place that allows or needs security services. They refuse to acknowledge my formal request in these 4 phone calls to cancel my service. I was transferred 6 times and told I would not be "allowed" to cancel service. I did everything these various customer service and billing staff members told me to do and after being transferred around NO ONE would cancel my service even after these 4 attempts since January. I WANT MY SUBSCRIBTION AND SERVICE FORMALLY CANCELLED AS I HAVE TRIED TO DO SINCE JANUARY 25, 2024. ADT continues to tell me I never cancelled when I have done it 4 times. They keep billing me. I have told my bank to refuse any transaction from them and that is why I turned them into the BBB. I WANT MY SERVICFE TO TERMINATE WITH ADT as I have not lived in the house in Shoreline. The house sold. There is nothing ADT will do to help me. The refund check is not the main issue. We want no relationship with ADT. We want no bills, no service, nothing to do with them ever again.
Sincerely,
******** & ***********************Business Response
Date: 03/22/2024
ADT has resolved this dispute by issuing a refund on 3/11/2024, it has not yet been a full 10 business days since the check was issued. We also verified that the account has been successfully removed from collections. A follow up call was made to the customer with no answer, a voicemail was left with our contact information.Customer Answer
Date: 03/27/2024
Complaint: 21407250
ADT is not resolve my issue. They refuse to "cancel my service" even after I have so on 4 different occasions since Jan 25, 2024. How I know they did not remove me as a customer is because they have called me 5 times a day almost every day, have sent me bills for services I never asked for and are continuing to dispute that I ever cancelled service and are going to turn me into collections about paying a bill for a service I cancelled in writing and via a customer service phone call on 4 occasions. I am trying to tell the BBB that this company ADT is actually practicing fraudulent services in the sense that they refuse to cancel my services, continue to bill me for services I am not using and then saying that I'm not paying my bill. I have never encountered this with any large US company and this has to stop.
Sincerely,
*******************************Business Response
Date: 03/27/2024
ADT has resolved this dispute by sending the customer a cancelation letter, and the final bill showing a zero balance. The customer is satisfied with the resolution.Customer Answer
Date: 03/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I ***************** email letter stating I'm no longer a customer, thank goodness, that was a nightmare that took hours upon hours out of my work day and home life to resolve since January.
Sincerely,
*******************************Initial Complaint
Date:03/08/2024
Type: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.
When I signed up for the service I was overran by sales managers and agent who assured me I wasnt paying for equipment but a monthly monitoring fee. There was a lot of attempts to up sell in the meeting. There were 4 ADT people who came to my house. Due to a break up I was forced to sell my house effective 3/14/24. I informed them of my house selling and am choosing to rent. The company does not allow renters to install personal security systems in rentals. So transferring service is not an option as I explained to customer service rep. ***** attitude was; Too bad so said you still have to pay an early termination fee. I personally dont feel they shouldve allowed to charge this when I am not allowed to transfer. Furthermore because of the way I have been dealt with do not agree I should be made to pay the $928. They are asking for and getting nothing for that money. Please Help!! *************************.Business Response
Date: 03/15/2024
After reviewing the account and speaking with the ******************************* has waived the early contract termination charges as a goodwill. The customer has a remaining balance due of $53.14.Initial Complaint
Date:03/08/2024
Type: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.
Attempted to cancel service mid contact due to many reasons of not liking the companys service. After spending 3 hours to try and cancel I was given incorrect prices to cancel. For reference their 3 year service contract has a termination after the initial 6 months where you pay 75% of the remaining bill. No one via phone could give me a correct price per what I pay. When calculating out the 11 months I had left and after getting multiple prices I was finally able to pay the correct price of $530 which I was told per their calculations. This was paid and the process to cancel was moved forward. I was then informed that this number given may not be correct and given multiple excuses stating that its applied as a credit on my account. Approx a week after this was taken care of I received a bill for an additional $144 to pay to cancel giving a $650 cancellation fee instead of the $530 I was calculated a week ago. My bill has never been late and even the 4th rep I talked to on the phone to take care of this payment stated a computer generated this and then proceeded to calculate a payoff on his own to justify the amount which did not match. When advised I paid my full termination already I was told it was a wrong amount and they could not do anything. I spent 5 hours total and being hung up on and transferred to several people to still not have anything resolved. They are a shady company that Ive paid 2 years of service already (approx $1800) as well as a told by them termination fee of $530. To still have them trying to have me pay more. Their practices are shady. I am writing this as they will not honor the amount given at all and I assume will eventually send that **** to collections harming my credit as I attempt to further resolve this matter.Business Response
Date: 03/20/2024
ADT has reviewed the early termination fee and agreement with ***************. ADT explained that until the services are cancelled only an estimated total would be provided and the charges are valid as per the agreement.Initial Complaint
Date:03/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ADT has charged me $714, and $788 for services at my previous address. They are claiming that I cancelled with them before my contract ended, but services were only transferred to my new address. My husband and I still have ADT.Business Response
Date: 03/09/2024
ADT contacted the customer and advised ***************** that due to the two accounts being in different names, these are separate agreements for service. The balance for the contract buyout in the amount of $788.81 is valid as well as the balance and payment in the amount of $714.14 for the equipment loan (Flex Fi).Initial Complaint
Date:03/08/2024
Type: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.
ADT is practicing misleading/deceptive business practices. I inquired about a security system with ADT and a consultant was sent to my home to discuss my options. I discussed my preferences with the consultant, expressly stating that I want a wall panel included with my system. I was told that ALL security systems now come with a smart home hub which does the same thing as the wall panel. He is the expert so i took his word for it. At no time was I ever informed that the smart hub was only for self installation option that is available through ADT+. If i would have known this bit of information i would have chosen ADT Pro.. I was not given the necessary information to make an informed decision on the security system that best suits me because ADT Pro was NEVER provided as an option. I was subsequently forced into self installation. Self installation proved too difficult for me so I began to wonder why was that the only option presented when my mother also ordered ADT and was provided with a pro installer. Seems as though ADT is trying to push self installation without providing adequate information to consumers in order to make informed decisions on the product which best suits them. I am getting refunded for the $488.85 for all equipment I paid out of pocket for, but am still being charged ***** for the month, even though i attempted to install the system 1 day prior to cancellation.Business Response
Date: 03/22/2024
After further review of the account, ********************** has refunded payments made in the amount of $37.09 and $488.85 on 3/12 and 3/19.Customer Answer
Date: 03/22/2024
I was initially refunded both the ***** and the ****** (returned to my credit card, not my bank account). However, I was charged once again for the ***** on 3/19/2024 as shown on the attached bank statement.Customer Answer
Date: 03/22/2024
Complaint: 21405798
I was initially refunded both the ***** and the ****** (returned to my credit card, not my bank account). However, I was charged once again for the ***** on 3/19/2024 as shown on the attached bank statement.
Sincerely,
*********************************Business Response
Date: 03/26/2024
We contacted the customer and apologized regarding the recent charge. The customer account is currently pending to cancel. We submitted a refund to the customer in the amount of $37.09.Customer Answer
Date: 03/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I can confirm I received another refund in the amount of ***** for the second withdrawal of this amount.
Sincerely,
*********************************Initial Complaint
Date:03/08/2024
Type: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 was a loyal customer of ********************** FOR 6 years. However, I was not satisfied w/ their services. Therefore, I switched over to Vivent in 11/2023. The sales rep for ****** explained to me they would cancel my account with **********************. Thats when the discrepancies between ************************** started. I spoke to ADT in 01/2024 and explained to them my account has been canceled. That is why I didnt pay them for 12/2023s charges. Then I received a bill from ADT in 02/2024. That bill had unpaid charges from 12/2023 thru 01/2024 & 02/2024s current charge. I explained to an Account Manager on 2/15/2024 that Ill take full responsibility for the past due charges from 12/2023 thru 01/2024 due to me relying on Vivent to close my account with **********************. Acct Mgr explained to me she would close my account and waive 02/2024s charge. I paid 12/2023 & 01/2024s past due charges on 2/16/2024 online and it cleared on 2/20/2024. However, ADT did not close my account. In fact, they didnt waive 02/2024s charge and they billed me again for 03/2024s charge. I called ADT on Fri., 3/8/2024 and disputed those charges with 2 account managers from their ************************** & 1 manager from their ******************* I explained to them ADT had no right billing me for 03/2024 and that 02/2024s charge should have been waived on 2/15/2024. One of the managers explained to me that the Acct Mgr from 2/***** conversation did not close my account because I didnt verify my verbal password. I immediately told her thats not true. In fact, we continued discussing the discrepancies on my account.Business Response
Date: 03/11/2024
We have reviewed Mr. ****** request and his account, and we have removed the final balance of $121.96 from the account. Also, we have cancelled his account as of today, 3/11/2024. We have left ************** a message confirming this and we have emailed him confirmation as well.Initial Complaint
Date:03/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had a security system (basic) with ADT for 22 years, I have asked the last 4-5 years if ADT had senior citizen plans due to an injury leading to a disability. I explained the plan at $36.00 a month for a basic plan was too high. On 2/28 I canceled my plan to sign up with ***** ********, on 3/6 I received a bill a failure to cancel my contract and 30 day cancellation. I called the lady kept saying contract I committed I didnt know they had a 22 year contract. Then I was told to read my paperwork. I explained since the bill was unexpected I would need to pay it out but I would at the paperwork.In 2002 ADT bought out ***** Security. I have the paperwork from 2002 and an upgrade in 2016. Neither had any 30 day cancellation paperwork!! By now the lady is very rude saying page 6 we will email you the contract. AGAIN CONTRACT .I explained that after 22 years of ok service Im told I am wrong about the paperwork, I was wrong about what paperwork I had, rude people.I was told when I received the bill it was a contract to pay. I felt Spectrum was the worse customer service but ********************** has moved into 1st place. 22 year contractWOWBusiness Response
Date: 03/11/2024
ADT has reviewed **************** account and has waived the balance of $47.90. ADT attempted to make contact with ************** on 3/8/24 and 3/11/24 and left voicemails on both occasions.Initial Complaint
Date:03/08/2024
Type: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.
Had a CO detector go bad 2/28/24. Spoke to ADT and paid them to have a new one sent over and set up a call with tech to install myself. After the installation call on 3/4/2024 the system was left in a non operational state. Called back on Tuesday 3/5/2024 and was supposed to get a call back from tech to resolve the issue which never happened. Chatted with an agent on 3/8/2024 where she was looking to set up an appointment with a tech for me before she told me I need to contact the sales team for some reason and ended the chat. The transcript of conversation is saved. I have been a customer for 5 years and this experience has been eye opening to understand what ADT is really about. Fortunately there are plenty of other options out there now a days. The system is still not operational and if something happens while the system is out due to ADT negligence, ADT will be held accountable.Business Response
Date: 03/19/2024
We have reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, the customer was shipped a new Carbon Monoxide Detector on 03/04/2024 and the customer confirmed the detector is not working after *************** Appointment over the phone. We apologized and scheduled the customer a service technician appointment on 03/20/2024 for 12pm-4pm to come address any system issues at no cost. Also, as a goodwill courtesy, we applied a 1-month billing credit of $86.22 to cover the downtime of no service. The customer is satisfied with the resolution.Customer Answer
Date: 03/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
Date:03/08/2024
Type: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 ADT self service in August of 2023, the system was activated in Sept. system stopped working I checked my internet provider, swapped equipment still not working Ive been paying for service and equipment for three months now and still no service the cameras dont work and hub isnt working I have spoken to every tier of troubleshooting and still no resolve and now ADT wants to keep me in my contract, wont refund my money back for service Im not receiving and Ive been getting horrible serviceBusiness Response
Date: 03/15/2024
After review of the customers account ********************** spoke to the customer. She stated she wants to cancel the service at no cost as she had a *************** appointment and the agent couldn't fix the issue. The customer also said someone came out and was sent a new hub, but it still not working. ADT agreed to cancel service at no cost due to the customers bad experience with ADT. ADT has submitted the cancellation request for the customer.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. However I was charged again for the service that I am not using. Please refund my money.
Sincerely,
***************************Business Response
Date: 03/22/2024
ADT has submitted two refund requests for the two payments that were applied to the account on 3/9/2024. ********************** attempted to follow up with the customer, today but was unable to leave a message.Initial Complaint
Date:03/08/2024
Type: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 received an email from ADT stating that I needed to make a payment to keep my services active. I made an online payment of $100 dollars that was accepted. After, making the payment I set up auto pay for the remaining balance. The autopay was charged twice. Then, I started receiving calls from ADT representatives who told me that I called to have my services cancelled which I had not done. They wanted to charge me the full balance that was due, which at the time was about $1000. They proceeded to attempt to charge the card that I had on file for $1000 dollars without my knowledge or permission. With each unsuccessful charge, ADT added $1000 to my balance leaving me with a final balance of $6,522.83. I am willing to make payments to settle the original amount of $1000 that was due prior to the unauthorized attempts to charge my credit card.Business Response
Date: 03/21/2024
ADT was able to make contact with **************** on 3/21/24. ADT is currently assisting **************** with her billing concerns in an effort to get her account reinstated.Customer Answer
Date: 03/29/2024
Complaint: 21401594
I am rejecting this response because:I emailed information to ADT that showed two recent payments were made to my account.
The acct information that I received online did not detail over $3000.00 in charges that were applied to my account.
I will upload documents to support later today.
Sincerely,
***************************Business Response
Date: 04/04/2024
ADT previously contacted **************** and discussed her balance and was in contact by email as well. **************** has been provided copies of her January and February invoices detailing the change in the balance when the account cancelled for non-payment. **************** was also provided with the notice of cancellation letter as well as a copy of her accounts receivable history. The past due balance that needs to be paid to get the account reactivated is $921.27.
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