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
- 10,872 total complaints in the last 3 years.
- 3,669 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:03/07/2024
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.
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: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.Initial Complaint
Date:03/07/2024
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 signed up with ADT in 1998. We began having trouble with the system 2-3 years ago. It just randomly beeps. It's hard to turn off and on. We have wires hanging out of it. We've called multiple times for repairs, but have only been told the wires have to hang out of the bottom of the unit. About 23 months we began calling to cancel. The reps do not allow me to cancel, nor do they tell me how to cancel. The system is hard wired. They say if we purchase a new system, then they will come take it out. I just want to cancel and for them to remove their equipment, no penalty. Thank you.Business Response
Date: 03/20/2024
ADT is working with the customer regarding upgrading their account. ********************** and the customer have been in contact a few times regarding this process. ADT has been delayed in completing the upgrade due to severe weather in the customers area. The customer advised ********************** she will let our team know when her house is ready for the upgrade. ADT has followed back up with the customer regarding this, and we are still awaiting their reply.Business Response
Date: 03/26/2024
ADT attempted to call the customer twice to schedule the job and sent an email to check in on their situation regarding damage to the home from a recent tornado. The customer advised ********************** that she will contact ADT when ready in the future and requested no further contact as she will let us know when she is ready.Initial Complaint
Date:03/07/2024
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.
In September of 22 we moved from 216 Broadview Dr ***** ** where we had ADT, we moved to 2760 Player ******** seems ADT signed us up for another service for the new location without any knowledge and have been charging us for this ADT blue service for the last 18months, we have not utilized this service once and have been charged each month for a service we did not utilize, I located this charge on my banking statement and promptly called to cancel where I was advised today that I could not cancel they would need to review to see if I ever signed anything, I advised this was unacceptable and they need to refund my money now as Ive been paying 18 mo for a service I never got, what kind of business does this? I need my account cancelled and money back.Business Response
Date: 03/19/2024
After review, ADT found a contract on file dated 9/11/2022. We spoke with the customer and made them aware of the contract on file. We also sent a copy of the contract to the customer. We apologized to the customer that we wouldnt be able to accommodate their request for a refund and advised that when the account cancels, they will be responsible for the Balance of Agreement. We advised how much the Balance of Agreement would be.Customer Answer
Date: 03/19/2024
Complaint: 21401315
I am rejecting this response because: I did not sign this document and it must have been forged, what kind of company keeps charging people for services they never used or agreed to, their statements are incorrect and I will make sure everyone knows of their unscrupulous business practices and may retain legal counsel.
Sincerely,
***********************Business Response
Date: 03/29/2024
ADT stands by our response that the *** are owed, and we will not be able to provide a refund.Initial Complaint
Date:03/07/2024
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.
Our company has ADT security for multiple locations. I personally have over 40hrs of phone time, 2 weeks of overall time invested and my issues with ADT's functionality still are not resolved. I have had multiple call backs promised when a rep could not fix the issues. No calls were returned. Supervisor ************************* in tech support refused to take my call and handle it. Was blindly transferred to another department and disconnected. ** the time of this writing, I am on my 3rd call with them today and on hold. This will be 6 hours today on the phone current call is at 30 min. as a supervisor again is delaying assisting there service reps. ** this point we are wasting money on services not being provided. Plus the cost of my time to the company already exceeds multiple months of service at all 6 of our locations. I should not have to invest this much time in getting simple issues resolved on services that they advertise and we are paying for. I have been in Sr. IT positions for over 15 years and have never had service this poor from any company. Let alone one that we are supposed to trust with the security of our facilitiesBusiness Response
Date: 03/19/2024
ADT is working with the customer to resolve the issue. At this time, the customer is requesting to cancel all of the accounts due to issues with a software platform.Customer Answer
Date: 03/28/2024
I don't want to accept or reject the current response. They are working with me directly but no resolution has been provided.
It states that if I accept it closes the case, I do not want it closed till resolved.
If I reject it states that you will notify them that their response is rejected. They are in direct contact so should I reject to keep the case open?
Please advise.Customer Answer
Date: 03/28/2024
Complaint: 21400868
They are working with me directly but no resolution has been provided.
Sincerely,
***************************Business Response
Date: 04/01/2024
ADT is still working on assisting ****************** with his request.Customer Answer
Date: 04/03/2024
Complaint: 21400868
I am rejecting this response because: ADT has offered a discount on monitoring, but will not allow cancelation of contracts. ADT is not upholding there end of the contract with their lack of proper support. I will NOT accept anything less that the ability to leave without penalty to a company that supports their product after the sale.
Sincerely,
***************************Business Response
Date: 04/06/2024
ADT Communicated with ****************** via email, apologized for inconvenience, offer of a credit was refused. Provided ****************** with amounts that would be billed for early termination on 3/29/24. No response as of 4/2/24.Customer Answer
Date: 04/08/2024
Complaint: 21400868
I am rejecting this response because: There is no sense in turning down saving money. But this does not resolve anything. The attitude of "Our service is bad, so when they complain just give them a discount to shut them up" is why ADT will not improve anytime soon. Listen to customer feedback. Know that customer service and support is key to a successful business.
We will accept any discounts ADT offers. But this does not resolve this complaint. We are trapped by contracts. Contracts ADT needs because no client will stay after 1 call to support. Please know this is not a 1 time incident. I have been dealing with ADT for years, and it keeps getting worse on the support side. Anytime there is an issue with any of what ADT provides, it will take days - even weeks to get it resolved. They simply do not care because your locked into the contract.
We will continue to reject the resolution until the contracts are removed so we can switch companies. We do not have any interest in continuing with ADT. Our loss of valued time and resources from dealing with ADT support taking days to resolve even the simplest of problems, has taken all value out of their alarm monitoring service.
Resolving this complaint is simple. Remove the contracts, we will mark this resolved. Until then we will continue to reject your resolutions.
Sincerely,
***************************Business Response
Date: 04/17/2024
ADT stands by our response that the early termination fees are valid.Initial Complaint
Date:03/07/2024
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 first got an ADT contract with ADT in March of 2021. I sold that house and transferred my services over to a new house in February of 2022. We sold this house on February 16, 2024. I was called by the relocation **** ****************************** saying that if the new homeowners got ADT service that our contract would be transferred over to the new homeowners so I would not have to pay out the rest of the monthly monitoring. He took care of setting up the new homeowners service. We officially closed and sold our house on February 16th. I received a notification on February 20th saying my system was out of service. Then on March 2nd I was charged $70.58(monitoring fee) and then on March 4th I was charged $55.89(equipment fee). I stayed on the phone with ADT for an hour of them saying I cant talk to anyone about the billing issue because I don't have the new verbal passcode(new homeowners set). I finally got with someone that said my account system was cancelled but the billing was not. I'm not sure why they would cancel the system but not the billing. The rep told me that my card would be taken off the files so after this last prorated month(30 day cancelation), I wont owe them anymore money. Then today I received another notification that ADT has now charged my card $670.39 and that I still owe a balance of $553.93. The new homeowner has services and the contract was taken over by them so I can't understand why I keep getting charged. One of the Reps told me that the new owners of the home took over the equipment contract and the monitoring contract but for some reason I am still be charged for it. I was also told by ****** that I would get a $200 referral bonus if the new homeowners signed up and I have also yet to receive that as a credit either. They are ripping people off and making them jump through hoops to get service cancelled.Business Response
Date: 03/19/2024
Weve reached out to this customer and explained that the charges for $670.39 was in reference to their installment plan for the alarm equipment. Customers are still responsible for paying off the alarm equipment upon cancellation or relocation of services. However, the customer was also due back a $116.46 refund for the alarm monitoring, which was refunded back to their card on 3/12. We also shared that customers would need to submit any referrals via ************************************************* to be eligible for any referral incentives, should the customer wish to provide a referral in the future.Initial Complaint
Date:03/06/2024
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 had ADT in summer of 2023. I left my home in August of 2023. I called and cancelled my service. I'm still being charged constant fees of nearly $16 a month. Suddenly on March 4th 2034 I was charged 391$ followed by an email from my bank saying they tried to charge over 600$ to my account. They e drained dmy savings and I've had to dispute the transaction with my bank because of this ridiculous bull. Come to find out my account is active and they claim they never got back the equipment I returned. Absolutely ridiculous company. I'm tired of having to worry if I'm even going to have any money because of this joke of a company.Business Response
Date: 03/15/2024
ADT has reviewed ******************** account and finds that ******************* entered in to a 36-month agreement with ADT on 5/6/23. ADT has no record of an attempt to cancel service within the right of recission nor a record of ADTs equipment being returned. ******************** account was subsequently cancelled due to non-payment on 3/3/24. The current balance of $1435.48 is valid. ADT attempted to contact ******************** on 3/11/24 and 3/13/24 and left voicemails on both occasions.Customer Answer
Date: 03/18/2024
Complaint: 21397023
I am rejecting this response because:I was never contacted. I specifically said that my number was ************ so I don't know who you contacted. Also, when I was sold the package I was not made aware that it was a 36 month contract. I was told it was only 12 months. I contacted a team member on 08/12/2023 about cancellation.
Sincerely,
***************************Business Response
Date: 03/22/2024
ADT made additional attempts to contact ******************** on 3/21/24 and 3/22/24 and left voicemails on both occasions.Initial Complaint
Date:03/06/2024
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.
I have had ADT for ten years...when I wanted to cancel them, they said okay but never did...I just cancelled them again and now they only want 100+ to cancel...My system hasn't even been connected for the last 5 years and they know this because they send me messages to tell me so...the renewal contract was added to and although they could see the information that I wanted to cancel,,,someone on their end did not follow it through and they don't understand...Business Response
Date: 03/18/2024
ADT has not been able to reach ****************** to discuss her concerns. We made attempts to contact her on 3/11/2024, 3/13/2024, 3/15/2024 and 3/18/2024. ADT has removed the balance from the account and sent the customer a zero balance letter.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.
Sincerely,
***********************Initial Complaint
Date:03/06/2024
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.
On March 24, 2023 I received a bill from ADT for Service period Apr 12 - Jul 11, 2023 I contacted ADT by phone to cancel service on Apr 6, 2023., According to my contract documents I had about 1 month left on my contract which expired 5/27/23 I requested an adjusted bill for the remaining month so I could pay that amount only. I continued to receive bills from ADT which now included 3 additional months of service I then contacted them again by phone and by mail to repeat my cancellation notice and request an adjusted bill for the remaining month of my contract. On November 15,2023 I received notice from ***********************, a collection agency that my account had been referred to them for collection. Whether the cause is clerical incompetence or fraudulent intent ADT refused my attempts to cancel their services and send an adjusted billBusiness Response
Date: 03/14/2024
We reached out to the customer and apologized for any frustration endured with the service. After review of the account, we reviewed the recorded call from 04/06/2023, which *********************** did call requesting to cancel service due to no calls on recent alarm and only received text message confirming the alarm was disarmed. Once the agent asked for the verbal password on the account, the call was disconnected. The agent attempted to call the customer back but there was telco message informing unable to take the call. After further review, there was no further calls received from the customer requesting cancellation request that resulted in the account to remain open. We attempted monthly to make contact with the customer by phone and email through our Collections Team due to the account had a past due balance, but no contact was made. The account completely cancelled on 10/11/2023 for non-payment and the balance was referred to an ************************** As a goodwill courtesy based on the customers tenure, we have waived the past due balance of $320.60 and we have removed the account from collections. The account reflects a zero balance and nothing further is owed to ADT. The customer is satisfied with the resolution.Initial Complaint
Date:03/06/2024
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.
I entered into a 36 month contract with ADT in December 2019. I called to cancel service because the equipment was not working. In December 2023. They had a technician come out who suggested new cameras because the ones that were installed were already outdated when they were installed. Even though I paid ADT for the camera installation, the technician blamed the outdated equipment on the company they hired to do the install. I paid over $1000 for these new cameras. they told me they would work with ****** nest. I accepted a discounted rate of $64 a month for my billing. I called to cancel on March 5 and the payout price was $650. They reduced my rate down to $51.99 per month yesterday March 5. I thought better of it and called back today to cancel. They told me today that it would be $783.11 to cancel the contract. On March 5 I spoke to *****, who said that my cameras would not work with ****** nest. Thats why I opted for the new contract at $51.99. I then called a technician at ADT and they said the cameras would indeed work with ****** nest. When I called back today on March 6 to cancel I was told the cancellation would be increased to the $783.11. If I paid out the remaining portion of my contract at $51.99, the payout should be right around 600. I was then told that that was not correct that I would have to pay taxes and fees on services that I was not going to receive. I was told that they were going off the initial contract dated in 2019 for 36 months. Then they told me that was a mistake. So in one day after reducing my rate, the payoff went from $650 to $783. during the calls on March 5 and March 6 I repeatedly requested to speak to a manager. I was told that they would send through a request and that I would be denied. I feel that ADTs are unprofessional and unethical.Business Response
Date: 03/09/2024
Upon review of the customers account, ********************** spoke to the customer, and the customer stated that her issue has already been resolved.Customer Answer
Date: 03/11/2024
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,
*********************************
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