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, Inc.

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

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  ADT Security Services

  1809 Olde Homestead Ln Ste 103 Lancaster, PA 17601-5957

  

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:03/08/2024

  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 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. 

• Initial Complaint

  Date:03/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am disputing the charges from ADT referring to the address ********************************************************************. Recently, ADT sent this account that should no longer exist in my name, to collections for almost $500. I no longer live at that address and have been assured numerous times that the account had been transferred and then cancelled. I moved out of the home in January ******************************************************************* ****, **. In May 2022 we sold our home in **** **, cancelled ADT and changed over to ADT Blue. Since then we have moved to *************** ******** and have reconciled the account for 407 *******************. In March of 2023 I was able to work with *********************** with ADT to reconcile the account again, and was issued a check for the time they continued to charge me even though I trusted that they had taken care of the account. Attached is the email exchange between ***** and I after we spoke on the phone and I was assured the account was taken care of and all the information was updated. On March 9th, ***** sent me several emails to tell me that she was issuing a check for the refund, and clarified that the account would no longer be active or charging for services that I was not receiving. I have spent the good part of 2 years trying to reconcile this account, I have spent hours on the phone being transferred to different departments within ADT, to no avail. This has been a nightmare. To add insult to injury, I'm continued to be stuck with ADT Blue because of a contract that I entered in thinking that I was a valued customer and one that has had service since 2010.

  

  Business Response

  Date: 03/20/2024

  ADT reached out to the customer and apologized for the notice they received concerning a balance for their previous account at ***************************************************************************. The customer relocated ******************** to their home at ****************************************** and should not have been charged for early termination. ADT has removed the $446.04 balance on the 407 ***** account. The customer has received a refund for $778.99 in March 2023 for the cancellation charge under the ******** address, due to relocating once more and establishing an account under Blue by ********************** for ********************************************************************** 

• Initial Complaint

  Date:03/08/2024

  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.

  Hi, I canceled my ADT services when I sold my home and am now being told I signed a contract. I was never told there was a contract and the signature they have on a contract they sent me is not my signature which was supposedly done via docusign. They are telling me I owe $2050 as a cancellation fee, They also stated that all there calls are recorded but when I told them great lets go back to the day I got the services and listen to the call to prove that I asked repeatedly if I could cancel my survive anytime and they repeatedly answered saying yes you can cancel your service at anytime this is NOT A CONTRACT! The lady I talked to on 3- 6-2024 said they are unable to pull the call and I would have to get a court order. When I asked to talk to her supervisor/manager she stated she was the highest person I could speak to and the charges were valid and I needed to pay the balance. This company is supposed to be protecting us from robbers and criminals but now they are trying to rob me of money I do not owe them. They have forged a signature on a contract that I never signed via DocuSign, this company is a scam and needs to be shut down!! I feel they own me back my money from the day I canceled my survive on Feb 8th 2024 because they also took out a $70.00 payment that should have never been taken.

  

  Business Response

  Date: 03/15/2024

  We spoke to *************** on 3/14 and made her aware the agreement was sent to her email address and stamped with her IP address. The customer didn't cancel the agreement within the three day right to rescission.The BOC's are valid on the account. The customer stated she will continue to dispute this account.  

  Customer Answer

  Date: 03/18/2024

  That is not my Signature and as you can see from the attachments I have also attached. the one I did sign with MY SIGNATURE  which was for the equipment only which I paid off in full. That contract states there would be no penalty for paying off early which I did.. ADT has forged the other one. Because I did not sign that. I don't care if it shows it was sent to my IP address I never Signed it. the only ONE I signed was for the equipment. SOUNDS LIKE PEOPLE NEED TO BE PROTECTED FROM YOUR COMPANY INSTEAD OF THINKING YOU ARE HERE TO PROTECT US!!!!!!!!!!!!!  If you look at both attachments you can clearly see one is my signature and the other is well nothing really. So it is void because I never signed that one. it also states original signature required and MUST MATCH THE NAME IN SECTION 1 ABOVE WHICH ONCE AGAIN IT CLEARLY DOES NOT!!!!!!!!!!!!

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21403316
  
  I am rejecting this response because: That is not my Signature and as you can see from the attachments I have also attached. the one I did sign with MY SIGNATURE  which was for the equipment only which I paid off in full. That contract states there would be no penalty for paying off early which I did.. ADT has forged the other one. Because I did not sign that. I don't care if it shows it was sent to my IP address I never Signed it. the only ONE I signed was for the equipment. SOUNDS LIKE PEOPLE NEED TO BE PROTECTED FROM YOUR COMPANY INSTEAD OF THINKING YOU ARE HERE TO PROTECT US!!!!!!!!!!!!!  If you look at both attachments you can clearly see one is my signature and the other is well nothing really. So it is void because I never signed that one. it also states original signature required and MUST MATCH THE NAME IN SECTION 1 ABOVE WHICH ONCE AGAIN IT CLEARLY DOES NOT!!!!!!!!!!!!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/22/2024

  ADT stands firm on the decision that the early termination fees and equipment fees are valid on the account and considers this closed. We made her aware the agreement was sent to her email address and stamped with her IP address. 

  Customer Answer

  Date: 03/22/2024

  And I stand firm on the fact that my signature was forged. Funny how your company had access to my IP address when the equipment was being installed. This company is is in fact the predicters it claims to be protection us from. SO I guess I will see you in Court!!!! 

   

   
  Complaint: 21403316
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/08/2024

  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.

  In June 2023, I contacted ADT to cancel services due to military PCS orders. I was told at the time that my account has been closed. Several months later, I noticed I was still getting charged, I contacted ADT again and they told me now to submit the orders, which I did. I noticed in January 2024 that I was still getting charged because they never received the orders, at which point I submitted them again; then they asked for a handwritten signature, I complied and submitted it but I am told after contacting them again that they never received it even though the email thread clearly shows that it was submitted and Im still getting charged to this day. I have been getting unauthorized charges to my credit card since July 2023.

  

  Business Response

  Date: 03/13/2024

  We were able to communicate with ****************** regarding her concern. Her complaint was that she cancelled her service in July 2023 due to military orders. After that request to cancel, ****************** was still being charged and has sent documentation several times as requested to cancel.
  
  After review of Ms. ******** account, we have documentation from where she had requested cancellation of service on 7/9/2023 but the account remained active. Also, we have several incidents where ****************** had sent in the military orders for cancellation and the request was still not processed.
  
  We have refunded a total of $797.04 to her payment method and emailed ****************** a confirmation.

• Initial Complaint

  Date:03/07/2024

  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.

  The complaint letter sent to organization: I am writing to express serious concerns about the sales process and service provided six months ago. The sales representative used undue pressure and assured me of only Monthly Recurring Charges (MRC) and equipment financing. However, undisclosed professional surveillance costs emerged during a recent conversation with the account manager, ******.This raises integrity and accuracy issues in the sales representation. Discrepancies between assurances and actual contract terms have led to ongoing service problems documented in my account notes. ******** resolution offer is deemed inadequate due to initial misinformation. I request a review of my account, including the sales representative's call records, to assess information accuracy.Given misrepresentation and ongoing issues, I request contract overturning, citing a breach of trust. Prompt action for a fair resolution is urged. Expecting a comprehensive response within 7 days. Prepared to explore further avenues if necessary.

  

  Business Response

  Date: 03/12/2024

  We were able to speak with **************** regarding his concern.His complaint was that he had a poor sales experience when he started 6 months ago. Has ongoing service problems and is requested the contract to be overturned. **************** advised what was discussed on the original sales call was not what was given to him when the system was delivered to him.
  
  
  We reviewed the initial sales call from 6/27/2024 and found that what was quoted to him by the sales representative matched up with what was given to him after the self-setup system was sent to him. The agents original offer based on notes left by another representative **************** spoke with was four door sensors, two motion detectors and a doorbell camera. The agent stated the monthly monitoring amount would be $34.99 and the loan amount for the equipment cost would be $15.15 for thirty-six months. **************** then asked about window sensors and the agent stated it depends on if he wants them or not and asked how many **************** wanted, **************** advised he would need eight window sensors. **************** also advised the previous agent offered the doorbell camera at no cost.
  
  
  The agent then rebuilt the quote for **************** after there was an issue with the address listed for ****************. The agent then offered $41.05 a month for eight window sensors, four door sensors, two motion detectors, and one free doorbell camera. The monthly monitoring would be $32.49 and the loan amount for the equipment would be $8.56 for thirty-six months. The DocuSign contract was then emailed to ****************, and he had the agent confirm the cancellation process with him and advised the cancellation amount would be seventy-five percent of the remaining contract term. **************** agreed to these terms.
  
  
  We have advised **************** that based on this information we would not be able to waive his contract term. He requested a copy of the transcript for the call and we advised him in order to receive that he would need to get a subpoena.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21402948
  
  I am rejecting this response because:
  
  Thank you for reaching out regarding my concerns. I appreciate your efforts to review the initial sales call and provide clarity on the events surrounding my contract with ADT.
  While I understand the information you've provided about the sales call and the details of the contract, I'm still deeply dissatisfied with the overall experience and the ongoing service problems I've encountered. Despite the thorough review of the sales call, it's important to note that my primary concern is the disconnect between what was promised during the sales process and what was ultimately delivered.
  
  Although I appreciate the effort to rebuild the quote after the address issue, the fact remains that there were discrepancies between what was initially offered and what was ultimately agreed upon. Additionally, the issue with undisclosed professional surveillance costs further adds to my frustration and raises questions about transparency and integrity.
  While I understand your position regarding the contract term, I must reiterate my request for a resolution to address these ongoing concerns. Simply stating that the contract cannot be overturned without providing a satisfactory resolution does not alleviate the issues I've experienced. Furthermore, the suggestion that I would need a subpoena to obtain a transcript of the call is disappointing and does not demonstrate a commitment to resolving customer concerns.
  
  I urge you to reconsider your position and work towards finding a fair resolution to address the discrepancies and ongoing service problems. I remain hopeful that we can find a solution that is mutually beneficial and restores trust in ADT's services.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/13/2024

  We have reviewed ****************** account for discrepancies after the sales call. **************** was sent the equipment the sales agent had promised him, no discrepancies occurred after that initial sales conversation.Also, the monthly monitoring and equipment cost is the same as the sales representative had offered. Concerning the request for the sales call, *************** himself had requested a transcript of the call. To do that, **************** would indeed need to have a subpoena to get a transcript or copy of that call.
  
  There will be no adjustment to his ******************* cost,or monitoring cost. If **************** is having technical issues regarding the equipment, he can reach out to the customer service team in the self-setup department at **************.

• Initial Complaint

  Date:03/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 2023, I got ADT + services for my home. I was put on a contract with $24.28 automatic payments for equipment installments and $35.85 for monitoring system. On July 2023 I received a phone call stating they were missing payments for my equipment. Payments rejected.Same card on file for both payments. $35.85 taken out but not the $24.28 for my equipment. They told me I had a past due balance. I paid $71.70 and was told that with this AND a credit for my monitoring, I would be okay. On August 11th, 2023 , I received a fraud alert from my bank, stating the ADT try to take out a total un authorized amount of $777.09. When I called ADT, they stated it was for missed payments. Even though I made the payments. I paid an extra $84.41 and was told I would no longer be eligible for their monthly installment plan so they would have to manually put in a monthly payment in order for my equipment to be taken out of my account. I agreed to a total of $24.28 just like I was already being taken out. The representative that I spoke to you told me that after this everything would be OK. The following month I received an email stating that I had a past due balance of $777.09. I agreed to $30 being taken out on every 15th of the month and $30 been taken out on every 30th of the month.On January 2024 I received a letter in the mail stating that they were going to shut off my service because I had an unpaid balance of $777.09.Since the month of January up until today, I have spoken to ADT twice a week every week. I have been on the phone with them for more than two hours out a time transfer to various different account specialist, given various different information and different case numbers. The total at the beginning was $777.09 and up until yesterday I had a remaining balance of $300. Today I woke up to an outstanding bill of $1000. I even asked if they wanted the equipment and to keep my money that I had paid them and they refused.

  

  Business Response

  Date: 03/19/2024

  ADT found that two of the customers payments were rejected/denied by the customers bank.When the payments were rejected/denied, due to our loan policy, our system removed the method of payment from the account and billed the customer for the full loan for the equipment which was $777.09. While the customer was paying us, the payments were being applied to the oldest open invoice, until the invoices were paid. The customer paid us a total of $467.94, and owes a past due balance of $375.13, which includes $160.03 left to pay for the loan. We have communicated with the customer via email and she is aware of the events that have occurred and is aware of the past due balance. Once **************** pays the past due balance of $375.13, ADT will be able to reactivate her monitoring.ADT has also waived the early termination fee of $682.30. We advised the customer to allow ***** business hours for the balance on the account to update. 

  Customer Answer

  Date: 03/20/2024

   
  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:03/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seems lika a predatory service living off consumer fears. Paying for protection then held financially hostage month to month to cancel. Told it would cost over 3K to cancel and despite previous loyalty and paying for years on time, treated rudely and ruthlessly.

  

  Business Response

  Date: 03/14/2024

  Upon reviewed of the customers account, ********************** left messages for the customer on 3/8/2024 and 3/12/2024.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21402354
  
  I am rejecting this response because: I did receive a (1) call that was heard via voicemail, yet still waiting for the ADT letter regarding the ***** dollars that needs to be paid to them first before I'm able to cancel. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/19/2024

  Upon reviewed of the customers account, ********************** spoke to the customer and provided her with billing information and the Balance of Contract amount if she were to cancel the service. ADT also provided the customer with information regarding the equipment remaining balances for both locations. The customer said she moved from the old location on 10/2/2023 but that account was not canceled, so ADT submitted cancellation request to have it canceled for her. ADT also agreed to reduce the customers monitoring fee from $55.94 to $47.94 and added a month of credit to the account, out of courtesy.

  Customer Answer

  Date: 03/20/2024

  Didn't move but sold the old location and transferred service before 10/2/2023 but that account (automatic withdrawal) was not canceled, so ADT submitted cancellation request to have it canceled for the previous request were supposedly completed after multiple request. ADT agreed to reduce the customers monitoring fee from $55.94 to $47.94 before taxes and require two fees  exceeding $16 and $14 per month for and supposedly added a month of credit to the account, out of courtesy, since cancelation would cost over 2000 dollars. ADT has increased fees and customers don't have the option of refusal, or an option of returning equipment via predatory financing jargon involving equipment, and/or canceling without huge financial penalties. Held in ADT *******, a hostage to ADT services until 2027 which services I'm not pleased with, not satisfied with services, nor trust or will ever recommend ADT to other consumers. 

• Initial Complaint

  Date:03/07/2024

  Type:Customer Service 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 will make payments to ADT and set up auto payments, but this company constantly says Im a month late. You try to contact them and its a run around. I cant use another security system until my contract ends in November 2024. This has been going on almost a year.

  

  Business Response

  Date: 03/12/2024

  ADT discovered an issue with several banks that appear to be sending invalid data to ADT with information that debit, or credit cards are not currently acceptable which is resulting in Easy Pay declines.
  
  The customers card may in fact be valid, and they may call inquiring as to why their credit/debit card is still being declined by our Easy Pay system. If their card was declined due to the information sent by their bank, they will receive a letter from ADT stating that their payment was not accepted. 
  The customer will need to make one-time payment to pay the balance.  The previous forms of payment have been removed and the customer will need to re-enroll in Easy Pay.
  
  Upon speaking with the customer and advising of our findings, and a request to resubmit payment and re- establish Easy Pay, the customer declined and stated she will use bill pay with her banking institution to pay ADT directly.
  
  The customer has been advised of current balance and monthly rate.

  Customer Answer

  Date: 03/12/2024

   
  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:03/07/2024

  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.

  Hi! I was advised in January that by reactivating my services, I would be placed back on an installment plan for both the monitoring and equipment charges. I settled the past due amount of $423.87 and was scheduled to have a technician come out to verify the equipment was in working order. Today, ADT is refusing to reinstate the installment plan as discussed and I am unable to cancel without some additional hefty fees. I only reactivated services to get back my account back in good standing and resume the installment payment plan. Now that I'm being told something different, every rep I've discussed this with has assured me they would escalate and reinstate but I never see that followed through. I need the payment plan reinstated so that I can resume monthly payments and avoid collections.

  

  Business Response

  Date: 03/20/2024

  Upon review of the customers account, ********************** spoke to the customer, and she stated the reason she reactivated the service was because she was told the installment would be reinstated plus the monthly billing fees. The customer stated she feels misled. ********************** advised the customer that the note on the account shows the installment could not be reinstated due to being past 6 months. ADT advised the customer that ********************** would review the call and will follow up with her.

  Customer Answer

  Date: 04/03/2024

  A representative from ADT reached out to me assuring me that he would review my account and follow up. It's been weeks and not only have I not received said follow up, ADT's collection department has been calling me daily - this indicates that this matter has not been resolved. I am still in need of assistance. 

  

  Business Response

  Date: 04/12/2024

  ADT found a call where on 1/27/2024 where an ADT agent advised the customer if she reactivates the account, maybe she could be put back on the job installment plan where she would continue paying for the equipment installment, which was not a commitment. The agent also said he would connect the customer to the reactivation team for assistance. ADT is still searching for the reactivation call that took place on 1/27/2024.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21401990
  
  I am rejecting this response because:  ADT collections continues to call me daily and the recent response does not indicate when this will be resolved. The aforementioned call on 1/27 was only 1 call or many in which I was told the payment plan would be reinstated. I've contacted ADT several times via phone and chat During installation, the tech also spoke to someone who confirmed the 12-month plan and that is the contract I signed. I have every intention to satisfy the balance for the equipment, and across 12 months is completely doable - but not all at once. Now, my monthly monitoring charges are falling behind because I cannot pay partial. I need the 12 months reinstated so I can complete this term and end my business with ADT once and for all. 

  Please assist. 

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

  

  Business Response

  Date: 04/24/2024

  ADT left a message for the customer on 4/23/2024 with *********************** contact information. ADT also called the customer today but there was no answer. 

• Initial Complaint

  Date:03/07/2024

  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.

  I was charged over $4000 after I canceled my service in April 2023.

  

  Business Response

  Date: 03/08/2024

  ADT has reviewed Mr. ******* account and finds that *************** entered into a 60-month agreement in October 2022 which was cancelled due to non-payment in March of this year. **************** does not acknowledge signing an agreement with ADT. ADT has provided **************** a copy of said agreement. As courtesy, ADT has removed $500 from his final balance.