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
- 10,875 total complaints in the last 3 years.
- 3,653 complaints closed in the last 12 months.
If you've experienced an issue
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:03/06/2024
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.
2/16/24 I came home and my alarm was going off. ADT did not contact me like they should have. I contacted them to see what the issue was. The representative ran a test on the alarm system and said it was not communicating with ADT. I said how is that and how long hasn't it been communicating? She said since May 2023. I said that is crazy and here you all are taking my money and I'm not getting the expected service. She set me up with a virtual tech who also could not get the system to communicate. I was then scheduled to have a tech come out for 2/28/24. I was not happy because now I knew my system was not being monitored. I called to have my service canceled and they said I couldn't until the tech came out. The tech came out on 2/28/24 and said there were no issues on my end. I called to cancel the same day and asked for a refund for the time I wasn't getting service and for the cost of the tech coming out because they didn't tell me there would be a cost.. They said they couldn't do that but would refund ****** and the ***** for the tech. I just keep getting tge run around each time I call.I was a loyal customer for almost 14 years and want to be refunded for the full time I didn't receive service. I have yet to receive a refund.Customer Answer
Date: 03/06/2024
This was my account number with ********************** *********
Business Response
Date: 03/18/2024
We reviewed the account and confirmed that ***************** had the system installed on 4/17/2010.
On 2/16/2024 ***************** called in about the system going off randomly said she did not get a call from ADT.
The customer service agent assisted ***************** and set a virtual appointment for 2/16/2024 for assist.
On 2/16/2024 a virtual agent reached out to ***************** and did a communication test on the system.
The communication test failed. The virtual agent set a service appointment for 2/28/2024 for a technichan to check the system.
On 2/28/2024 a technichan went out left notes that the system will not communicate due to the panel dial tone going in and out.
On 2/28/2024 ***************** called in requesting a refund for the months she made payments, and the system was not communicating.
The customer service agent assisted ***************** and offered to refund 3 months and the $59 service fee.
The customer service agent placed a credit of $127.71 on the account. ***************** accepted the offer.
The customer service agent submitted a request for $186.71 to be refunded to *****************.
On 3/4/2024 ***************** called in to cancel the service.
The customer service agent assisted ***************** and submitted the cancel request.
We reached out to ***************** to further assist she requested to be refunded for the months she paid for the service said she was only offered to be refunded for 3 months.
Based off the review of the account the system has not been communicating since May 2023.
We assisted ***************** and placed a credit of $312.13 on the account to cover 8 months due to the system not communicating.
***************** accepted the credit.
We submitted the refund to be issued in a check and advised ***************** that the account is pending cancellation and will be cancelled on 4/3/2024.Customer Answer
Date: 03/26/2024
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:03/05/2024
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.
Been a valued customer for 20 years about 8 months ago sold my house bought a new house so I called adt to stop service where I was told if I didnt transfer services I would have to pay for the equipment in the old house I said ok I transferred had new equipment installed at the new house I have been on the phone countless hours trying to get old equipment off my account with no success..now they have tried to charge my card 4 times for ******************************************************************************************************************************************* they were not gonna take off the equipment on the old house and apologized that the other representatives had given me false informationBusiness Response
Date: 03/08/2024
Upon review of the account, the customer has two locations with **********************. The first at ****************************************************, the second at ************************************************. The customer was incorrectly told that if he relocated his services that he would not have to pay for the remaining balance of equipment at 138 Club Cir. Which was $1179.97. There was a past due balance on the account that needed to be paid and the customer needed to re-enroll in automatic payments, as he was also being charged $2987.41 for the equipment installments at the new address of ************************* The customer paid the past due balance and was re-enrolled in automatic payment. ADT then agreed to waive the $1179.97 for the previous address equipment. The customers Installment plan for equipment at the new home was reinstated. The customer now only pays for ******************** and equipment at ************************* The customer accepted this resolution.Initial Complaint
Date:03/05/2024
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 contacted ADT to call my services in January 2024 to cancel my services as I decided to go with another security company due to the lower cost. I was advised that my contract was expired and as a way of getting me to stay ADT , the agent offered for me to pay a cheaper cost and that I would not be under any contract, I declined and advised that I would like to continue with cancelling my service. she never mention that I would need to be transferred to another department and confirmed I should be good to go. I contacted ADT on Feb 9th, 2024 as somehow ADT called me about someone tampering with my security system which was weird as I had no further dealings with ADT, during that call I was told that my services was not cancelled as I was previously advised by the other rep but account was documented that it shoud have been and the previous rep dropped the call. the gentlemen apologized and transferred me to the other ***** I was then told that I am still under contract which was not correct but she refuse to provide proof where I signed a contract she then told me I owed a balance which is incorrect as I paid my last bill in January . she was very rude and proceeded to hang up on me as I was talking and now I am receiving yet another bill and my services still not cancelled, this company takes advantage of consumers , advising of a contract under false pretenses and continuously sending me a bill for services I shoud no longer be accountable for because they're reps don't know how to do their due diligence so customers would not have to go through this. at this point, I want my services cancelled as I was told they would and my money refunded for any services after January 24 as I no longer have nothing to do with ADT and won't ever plan to do business with them in the future for how poorly they treat they're customers.Business Response
Date: 03/14/2024
We reached out to customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we explained it does show record the customer called on 01/08/24 requesting to cancel but disconnected the call before speaking with our cancellation team that resulted in the account to remain open. After further review, we explained there is record the customer did call again on 02/23/24 and the 30-day cancellation was submitted. We explained the account was set to cancel completely on 3/24/24,but since she has already went with another company, we have stopped all services effective 03/12/20024. As a goodwill courtesy based on the customers tenure, we have agreed to refund the last payment of $132.13 back to the payment method and the customer will receive within ***** business days. The customer is satisfied with the resolution.Initial Complaint
Date:03/05/2024
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.
THIS ACCOUNT WAS CANCELLED AND CLOSED WITH A SALES ACCOUNT MANAGER, ****, IN JANUARY 2023! I HAVE MY OWN RECORD AND NOTES OF THAT CANCELLATION. IF ADT DOESN'T HAVE A RECORD, THAT'S THEIR MISTAKE AND PROBLEM. Customer Account, ********* All ********************** transactions should be credited for all of 2023,because this account was cancelled in early Jan 2023 and the merchant should not have been continuing to make the auto debits. Credit due = $***** x 12 = ****** + ***** +***** = $975.75, which includes the two auto debits made in Jan and Feb of 2024 I've spoken to various ADT people, including account managers on the phone. When you call, they make it very difficult to cancel an account because that's what they are trained to do. In Jan 2023, I spoke with an account manager, ****, and indicated I wanted to cancel and close my account due to unsatisfied system operation, function and service. The account manager insisted on attempting to keep my account open with discounts and credit but I refused and indicated to please close the account. I didn't realize until recently that ADT was auto drafting payments every month without my authorization. I contacted my credit card company, chase, and disputed all the charges going back to Jan 2023. So, far I have 4 credits thru chase, but that is for Nov and Dec of 2023 and Jan and Feb of 2024. I still require credit from ADT for 10 months, Jan thru Oct of 2023, $***** x 10 = $735.20 ADT IS VERY SNEAKY IN HOW THEY OPERATE AND HOW DIFFICULT THEY MAKE IT TO CANCEL AN ACCOUNT. THEN EVEN AFTER I TOLD THEM TO CANCEL THE ACCOUNT AND THE CALL WAS ENDED BY THEM, THEY CONTINUED TO CHARGE MY CREDIT CARD WITHOUT MY AUTHORIZATION OR KNOWLEDGE! THIS IS FRAUDULENT BUSINESS PRACTICES BY ADT.Business Response
Date: 03/18/2024
ADT does not have any record of a cancel request in January 2023. ADT has records of service job requests from the customer on 1/24/23, 2/28/23 and 8/30/23. The customer requested the account to be closed on 1/15/24. ADT will process the cancel request, with the effective date of 1/15/24.Customer Answer
Date: 03/19/2024
Complaint: 21391279
I am rejecting this response because:The service job requests on 1/24/23, 2/28/23 and 8/30/23, were all to address thermostat failure issues as the thermostat operation was still under control of the ADT system after cancellation in Jan of 2023, which I have my own record of and enclosed here. I was unable to control my HVAC system until I removed and replaced the ADT thermostat with a non ADT thermostat. If you don't have any records of that, it's your administration problem. Thus cancellation should still be as originally requested back in Jan of 2023 and back dated to then.
This is not a discussion of what ADT has or doesn't have as their record. It's my facts versus ADTs lies!
Sincerely,
*******************************Business Response
Date: 03/22/2024
ADTs decision has not changed. ADT has records of service job requests from the customer on 1/24/23, 2/28/23 and 8/30/23.
ADT also has transcripts from an online chat from 12/13/23,where the customer inquired about getting a lower rate.
The customer is not due any refund.
FYI-SEE CHAT TRASNCRIPT BELOW:___________________________________________________________________________________________________
Agent Chatbot transferred the chat to QueueId 00G4P000005xIGtUAM
Chat Started: Wednesday, December 13, 2023, 17:00:56 (-0500)
Chat Origin: Sales Chat
Chat Transferred From ADT's Digital Assistant To **********
(53s) **********: Hello! Thank you for contacting ADT, where we protect what matters most. My name is **********, your security specialist. How can I help you today?
(2m 54s) Visitor: So, I've been contacted by a competitor security company. I can get the system and professional monitoring for $20/month. I'm considering dumping ADT to save money. How can you help?
(3m 30s) **********: I am sorry to hear you wish to cancel your services due to your monthly service rates. We have a rate negotiations team that *** be able to help lower your bill. May I have your name, service address, and verbal password so I can see if you are eligible to speak with them?
(4m 9s) Visitor: *******************************, *************************************************************
(4m 24s) Visitor: Customer did provide PIC, but it has been removed.
(5m 5s) **********: Thank you, ****! One moment please while I access your account.
******** **********: Thanks, you for your patience, ****.
(7m 26s) Visitor: I'm here.
(7m 42s) **********: We actually have a team of specialists who will be able to review your account and see what kind of offers you are eligible for. They do not currently have a chat team but can be reached at ************** M-F 8 am-10 pm EST.
(8m 10s) **********: Unfortunately, we're not getting any options from our end to reduce the rates but the team can help you with the best rates to retain you with us.
(8m 45s) Visitor: Ok I'll call
(9m 23s) **********: Thank you for your understanding. They'd be able to help you out.
(9m 38s) **********: Is there anything else I can help you with today while we are together?
(10m 1s) Visitor: No that's it thanks.Customer Answer
Date: 03/22/2024
Complaint: 21391279
I am rejecting this response because:I provided email evidence that everyone can acknowledge, showing that I requested this account to be closed on January 9, 2023. ADT did not honor my request, which was their own decision and they fraudulently continued to auto draft my cc account without my written authorization or consent. Thus ADT is liable to me to refund $735.20 immediately or be sued.
The transcripts, as ADT describes and copied and pasted here are not presented to me or BBB in a format that proofs they are authentic as I have with the email PDF file that I provided.
Again, I provided facts, ADT has not and is indicating they have a transcript of their own production, not in a written email, from them to me, which makes their so called transcript unacceptable as evidence or proof of anything. ADT is lying to cover their guilt and fraud.
Perhaps, we should have a small claims judge decide.
Sincerely,
*******************************Customer Answer
Date: 03/22/2024
Complaint: 21391279
I am rejecting this response because:
I provided email evidence that everyone can acknowledge, showing that I requested this account to be closed on January 9, 2023. ADT did not honor my request, which was their own decision and they fraudulently continued to auto draft my cc account without my written authorization or consent. Thus ADT is liable to me to refund $735.20 immediately or be sued.
The transcripts, as ADT describes and copied and pasted here are not presented to me or BBB in a format that proofs they are authentic as I have with the email PDF file that I provided.
Again, I provided facts, ADT has not and is indicating they have a transcript of their own production, not in a written email, from them to me, which makes their so called transcript unacceptable as evidence or proof of anything. I have no knowledge or recollection of the discussion described in the fabricated transcript. There is no actual recording of the transcript so it can't be proven. ADT is lying to cover their guilt and fraud.
Perhaps, we should have a small claims judge decide.
Sincerely,
*******************************Business Response
Date: 03/29/2024
ADT stands by our decision that the balance of $146.34 is valid and there will be no further adjustments made on the account.Initial Complaint
Date:03/05/2024
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.
#Paid ADT for an alarm monitoring service for 3 1/2 years when I was not connected to ADT#On 2/16/24, I called ADT to come out to repair a keypad that was not working all the time. During the service call, the technicians (**** and ******) informed me that the monitoring telephone line was not connected to the hardware and as such, I was not connected to the ADT monitoring station. The last time the ADT alarm control box was opened was on 6/13/2020 when ADT replaced the backup batteries. During the 2/16/24 service call, the technicians informed me that ADT should reimburse me for the monitoring that was not in service. My son and I, over two days (2/18/24 and 2/19/24), spent 3 1/2 hours on the phone trying to get proof that we were connected to the ADT monitoring station from (6/13/20 to 2/16/24). During that call, we spoke to both technology and customer service representatives, who continually transferred us back and forth without resolution. Finally on the second day, we spoke to **** in sales, and he got us the attached. We asked for the monitoring report from 6/13/20 to 2/15/24 proving we were connecting. They sent us a report showing we were connected to the ADT monitoring station on 2/16/24 which isnt what we needed and doesnt prove I was connected. Please have ADT forward me the MyADT Activity Report for the dates (6/14/20 to 2/15/24) proving I was being monitored, if they cant then I was not being monitored but was paying for the service at a cost of *******. Thank You ***************************Business Response
Date: 03/08/2024
We were able to speak with Ms. ******** regarding her concern. Her complaint was that after an ADT technician came out on 2/16/2024,she was told by the technician that the system was not communicating, and the technician repaired that issue. She had found on her manual for the alarm keypad that on 6/13/2020, another ADT technician was out and that is when the system stopped communicating with our dispatch centers. ******************** requested a refund of service from 6/13/2020 to 2/16/2024.
After review of Ms. ******** account, there were no ADT technicians out in 2020, the only service-related issue was on 5/25/2020, ******************* had a low battery in the alarm keypad, and we mailed her out one to replace on her own. The last technician that was out from ADT was on 10/17/2017 and the job was to fix an issue with a door sensor.
Since the only evidence that ******************** has is a date written down on a manual, we cannot authorize a full refund of that time she requested. Since we cannot provide evidence, her residence was monitored for that time period, we offered a refund of two years. This amount would be $670.00. ******************** accepted this, but she was disappointed in this experience.Initial Complaint
Date:03/05/2024
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 signed a new residential service contract with ADT on 7/16/2020 for Monitoring Services for $43.99 plus tax. On or before 04/28/2022 (my billing history only goes back to this date) ADT started charging me an additional $61.82 on invoice ********* for Recurring Services 04/28/22-05/27/22. Again another $61.82 in 07/28/2022 on invoice ******** for Recurring Services 07/28/22-08/27/22. And then starting in 10/28/2022 under invoice ********* another $16.05 for Recurring Services every three months. All in all, I have paid $219.94 in these Recurring Services above and beyond my regular Monitoring Services. When I figured this out, I called ADT and spoke with 4 different people and 4 different departments for over 2:45 minutes, the last one employee number ****** (******) stated he could not resolve the issue and that a supervisor would call me in 48 hours to resolve it. Next day employee #****** (*****) called and dragged the conversation for another 45 minutes to no resolution at which point I asked for his manager, employee #****** (*****) who gave me another run around without resolution. I have never signed up for these additional services, nor is there a contract to that effect. After 29 years of being a customer I feel disgusted by ********************** and I feel abused by ADT. I work for a living and cannot spend hours pursuing a resolution, when they know this and are counting on customer getting frustrated so we give up. I don't give up. I will take them to small claims court if this is not resolved. Thank you.Business Response
Date: 03/13/2024
Prior to receiving the concern from the BBB, we received the concern via social media. After review of the account, we found that we over charged the customer $45.77 for 3 billing cycles 5/28/22-6/27/22, 6/28/22-7/27/22, &8/28/22-9/27/22 when we were also billing him quarterly. A credit of $137.31 was posted to the account on 8/31/22 when the customer originally called to make us aware of the concern. The charge of $16.05 is for ************ which is part of the customers contract.Customer Answer
Date: 03/13/2024
Complaint: 21388471
I am rejecting this response because: While they did credit me the over charge las year, they kept billing me every quarter for this extra service I have not ordered. They stated that its in the contract, and that is right but a zero charge. A year later they decided on their own to start charging for it. That is deceptive at best. Moreover, when they credited me back I asked that they take the service off my contract. They did not. The ************ as they call it does not provide any benefit what so ever, except that they (if they can) will get me a service quicker! Deceptive contract. Please see attached contract showing $0 cost for the service. Thanks
Sincerely,
***********************Business Response
Date: 03/20/2024
After further review of the account ********************** has removed the gold service charge of $5/month. We see that we began charging the customer the additional $16.05 effective 10/28/2022. We have backdated the request to 7/28/2023 which is the date our system allows and placed an additional credit in the amount of $48.15 for the months of 10/28/20227/27/2023. The customer has a current balance of $162.62, so the credit of $48.15 reduced the balance to $114.47. Once the request has been processed, the credit will apply to this balance as well.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:03/05/2024
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.
We have been ADT customers for 9+ years. Account #*********. We have had multiple false alarms and recently the system could not be armed. ADT was unable to resolve this issue. I contacted ADT in late February to cancel service. The following week ATC charged us a $46.41 disconnect charge. I was not notified of this by the representative at that time of cancellation. We have made several calls to ADT, they refused to refund the $46.41 and claimed that they had no way of refunding the money if they wanted to.Business Response
Date: 03/08/2024
We were able to speak with ************ regarding his concern.His complaint was that when he requested cancellation of the ADT monitoring, he was not made aware of our thirty-day cancellation policy and was charged $46.41 without his approval.
Since ************ was with ADT for over nine years, we have refunded the final payment of $46.41 to his payment method and the funds will be available within seven to ten business days. We have emailed ************ a confirmation as well and he was satisfied with the resolution.Initial Complaint
Date:03/05/2024
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.
Entered by H363137**3238313831H staff LO Consumer states the business installed cameras on his home in August 2023. He advised them when they came that he didn&#**;t want the keypad installed, he was told it was part of the bundle. The consumer told them he already had a few cameras around the house so he was told they would put them where they thought they would be most helpful. The consumer contacted the business because nothing would record at night, and he couldn&#**;t see anything. They sent a tech out but the same issue was happening so he called them back. Since then the camera has gone out completely. They sent another tech out and he said it was a wiring issue and it was repaired and the camera was recording. The consumer states a few days later the camera stopped recording again. He contacted the business and was told it was because of the weather. He told them he would wait and see if it gets better. The issue continued so he contacted the business and let them know. They advised him if they send another technician out he would have to pay a $30-$40 fee. He asked them about canceling the service and he was told he could cancel but the cameras would be his and he would still have to pay for them.Business Response
Date: 03/13/2024
After reviewing the account, it appears the customer is having issues with the cameras since installation. We contacted the customer,and he explained the several service appointments and virtual appointments he had regarding the cameras. ADT is honoring the 6 months money back guarantee.We scheduled an appointment to remove the equipment on 03/14/2024. Once the equipment is removed, we will cancel the account and process a refund.Initial Complaint
Date:03/05/2024
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.
My husband and I are senior citizens and I am disabled. We have had service with ADT for close to 20 years or more. However, when we moved to a new residence 2 years ago we had equipment installed and we have been having problems with equipment since that time. We have reported the problem to ADT countless times and we have had many technicians come out to our home to make repairs to no avail - even during the ***** pandemic. We pay our bill every month, but we not not getting service that we pay for. I have contacted ADT customer service many times and it has been no help. I've been told that that company is aware of the malfunction and cannot repair it. This is unacceptable and inexcusable. We have close to a year before our contract ends and we are stuck with this horrible service. Please help.Business Response
Date: 03/13/2024
ADT has resolved this dispute with the customer by reaching out to the local office. We have spoken with *************** and have scheduled a service call on 3/19/24 as per customers 1st available day.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. ADT has agreed to give us credits on the account since the pad has not worked properly for the past two years.. This case can be resolved as long as that occurs.Thank you.
Sincerely,
*************************Initial Complaint
Date:03/05/2024
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.
********************* ************ ************* Account #********* - not my account or balance!!!!1) I establish service on November 2011 2) The salesman took it upon himself to do something illegal. He established my new 2024 personal account with someone else's 2011 old account "*********************** '..13 yrs ago 3) The salesman's ***** was made the error and was adviced of fraudulent billing on my *********** Once customer service removed *********************** from my account. They left ************* personal charges from 2011 on my acct. The charges should be removed too. THAT'S *** BRAiNER!!!!5) I did not sign a contract in 2011 nor am I responsible for someone else bill with ADT.6) I want the charges removed ASAP. They removed ****** name now remove ****** charges, it's that simple., not rocket science. 7) My personal new established account in 2023 should have a brand new account number with no "CTC", overdue balances, and or past due statements...8) It is extremely ignorant and incompetent of ************* to use an account from 2011 to attach to my brand new account in 2011. Be mindful the salesman's "*****' never spoke to ****** and ****** did not sign any contracts in 2024 with ADT. Therefore, ***** shouldn't have NEVER access Rafiat account with ********************** to establish my new service in 202 Lastly, ****** is not my wife, she's not my husband she's not my sister she's not even a family member. ****** and ****** are two separate individuals so do mic the two.Respectfully, this is not up for DEBATE.! FIX THE BILLING OR CANCEL the Services....Thank you *********************Business Response
Date: 03/13/2024
Upon review of the customers account, ********************** called the customer on 3/7/2024 and left a message with ADTs contact information. ADT also called the customer today but was unable to leave a message.Customer Answer
Date: 03/13/2024
Complaint: 21386309
I am rejecting this response because:I have tried several times reaching out to **** with ADT customer service at *************** at extension *******. I left several messages for a return call back I even called today expecting a call back but somehow he reached out to you guys but he didn't call me back directly.
Let's be clear just because **** did not speak with me directly does not mean he has the inability to resolve this matter regardless of whether he speak to me or not it is a fact that *****'s balance was transferred to my account and that balance should be removed.
Remove *********************** balance off my account. They removed her name but left her balance and that makes sense to who. Are they slow!! This is not rocket science, it's "BASIC MATH"..
REMOVE ******'s BALANCE from my account!!!!! This is not a debate nor is it hard to comprehend.
Sincerely,
*********************This complaint is not resolved!!
This i's complaint will be resolved when ADT remove the other person's balance off my account.
ADT will not hold me accountable for somebody else's balance.
If ADT wants to pay the balance then they can pay it. However, in the meantime I want the charges taken off my account because I'm not responsible form the balance and I'm not paying it. PERIOD
Cancel my account if they IQ is to low to comprehend the basics of this complaint. I also want to file a complaint on the representative *****. ***** falsified a contract and it is illegal what he did..
Customer Answer
Date: 03/13/2024
I spoke to **** today. **** has a resolution for me. I will give him time to remove the charges that are not mines.
Thank you
Customer Answer
Date: 03/18/2024
I would like the balance removed. Why is it taking so long to remove a balance that clearly does not belong on my account.Customer Answer
Date: 03/18/2024
Please have the ADT representative to call me directly for a follow up call. Thank you
I would like an update verbally and by email.
Business Response
Date: 03/20/2024
Upon review of the account and contracts, ADT found a contract dated on 10/21/2006 under signatures of both ************ and *********************. Therefore, this ties ************* to the $912.05 balance to the account.However, ********************** is willing to waive the Balance of Contract amount after determining how much of this balance is the Balance of Contract charge. ADT spoke to ************* and made her aware. ADT also advised ************* that we have reached out to our billing Specialist to determine how much of this balance is the Balance of Contract. ADT advised ************* that ADT will follow up with her once we have the information we need.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.When will the balance $912.05 be removed? Once the balance is removed, I would like a new bill generated with the correct balance.
As of today the balance has not been removed.
Sincerely,
*********************Customer Answer
Date: 03/20/2024
Complaint: 21386309
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.When will the balance $912.05 be removed? Once the balance is removed, I would like a new bill generated with the correct balance.
As of today the balance has not been removed.
Sincerely,
*********************Customer Answer
Date: 03/26/2024
This contract with ****** clearly shows *********************** only. I did not sign a contract with Brinks. Therefore, I rejects ****'s offer. I would like this account to be forwarded to upper management.
I will not pay for someone's else contract fees.
Thank you
Customer Answer
Date: 03/26/2024
I did not sign a Brinks contact. ADT has not legally proven I'm responsible for the Brinks balance. ADT needs to upload t the contract with my signature and if I'm wrong,/ I will pay the 50% balance. However, if I'm not wrong ADT needs to remove the balance ASAP!
Otherwise I will like to file a complaint against ADT.
Thank you
Carmel
Business Response
Date: 03/26/2024
ADT spoke to ************* today and made her aware of the 50%discount toward the $912.05 old balance, but she rejected the offer and requested for the account to be canceled. ADT made the customer aware of the Balance of Contract charges and submitted the cancellation request. ADT is confirming that the account is pending to be cancellation, and the cancellation should be completed within 24 hours.Customer Answer
Date: 03/26/2024
Complaint: 21386309
I am rejecting this response because:This contract with Brinks clearly shows *********************** only. I did not sign a contract with Brinks. Therefore, I rejects ****'s offer. I would like this account to be forwarded to upper management.
I will not pay for someone's else contract fees.
Thank you
Sincerely,
*********************Business Response
Date: 03/29/2024
ADT can confirm that the balance for the brinks contract has been removed. There was a credit of $912.05 applied to the account.Customer Answer
Date: 04/01/2024
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.The balance was removed.
Sincerely,
*********************
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