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:03/05/2024
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,
*********************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 used to have Brinks; I bought many glass detectors as part of the Brinks package; when ADT took over Brinks, they changed the keypads and monitoring station; they did not connect two of the glass break detectors (in my opinion) as they were failing when I conducted a test with a glass break tester. I called ADT, and the agent said that the tech visit for service was free as I pay monthly for the maintenance plan to cover the checkup. The technician came, spent a few hours, did not fix the problem, and charged my wife approximately 160 dollars. I called them back, and they changed the story, indicating that my maintenance plan offers a discount, not the total labor cost waiver. Still, the agent on the phone said they would send more experienced tech to fix the problem free of cost and change the sensors, too, but they did not put the notes in the system; the technician came and said he would charge for the labor and the sensor will cost extra if needed. I have been with ADT for so long; I didn't expect they would treat me this way. I am not expecting free service or free devices. They are deceptive on the phone; they should test the recording. I want an email response to ********************** The supervisor tried to contact me, but the phone was in silent mode the first time. The second time the supervisor called after I answered the phone, the line got cut off. I want a refund for the failed service attempt and not keeping the promise.Business Response
Date: 03/14/2024
ADT has offered to install seven additional glass break detectors into the system for the flat rate fee of $150.00 under the term of a new two-year agreement. ****** has indicated that they are interested in upgrading the system to have the home automation features. ADT has offered to have a local sales team member reach out to assist with system upgrade options.ADT is awaiting the customers decision.Initial Complaint
Date:03/04/2024
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 *********** install on July 7 2023 and i had a garage opener that was suppose to open my garage the first one didnt work so the tech got another one that onw didnt work i was told someone would reach out to me concerning this months went by nobody reach out concerning that the only time the reached out was to take payment for a system that half work this went on for a whole year now the are canceling my service completly i told them if the would have fix the issue i would have paid for the service the never fixed the issueBusiness Response
Date: 03/14/2024
ADT has reinstated the customers account and sent a technician to the customers home. We spoke with ****************, and he advised that his system is working properly now. We were able to get the early contract termination charge in the amount of $2,190.61 waived. We were also able to have the loan payment plan reinstated. When the account was reinstated, we were also able to lower the customers monthly monitoring fee to $38.99 before any applicable tax.Initial Complaint
Date:03/04/2024
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.
The cancel process has been a nightmare, I sold two business that were under ADT alarm services on 5 Feb 2024 Via phone call they do not take cancel service Email or online. I was charged $87.50 on 24 Feb 2024 (my usual bill is $115) for both business. One business has been contracted for alarm service with ADT on 11 Feb 2024. I called and they can not tell that the other business is owned with different person, states still under my one account. 4 March receive another bill for $54.25 due Mar 22 2024 I asked for an email prove that my service has been canceled, they stated that don't that or unable. I still have no prove my cancellation is complete, I want refund. I called and cancel my service.Business Response
Date: 03/08/2024
ADT contacted **************** on 3/7/24 and processed a backdated cancellation. ADT is refunding **************** $67.38 via checking account and has advised **************** of the timeframe to receive the funds.Initial Complaint
Date:03/04/2024
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.
In January 2020, I signed a contract with NorthStar Home for a home security system install and security monitoring for five years. On 12/2/22, ADT emailed me stating that my NorthStar account had been transferred to ADT. I've had problems with my security system ever since the transfer to ADT. I could not find my original contract with NorthStar and the email from ADT made it seem like a done deal. Approx. in June 2023, my security system keypad completely stopped working. Also, I had been receiving monthly automated calls from ADT stating that they did not receive a signal from my system. I called ADT on 8/20/23 and the rep told me to replace the battery in the keypad. After two failed attempts at replacing the battery, I asked ADT to cancel my account without the termination fee since they were not providing the service. I was denied three times. On 1/23/24, ADT rep ***** offered to send a tech out without charge to get the system working. I agreed. A tech came to my home on 1/25/24 and 2/1/24 but determined that I needed a system upgrade because "he couldn't migrate my Northstar acct to **********************". On 2/3/24, sales rep **** informed me that upgrading would cost $79 a month and that I would need to sign a new contract with ADT. On 2/7/24, I called ADT and terminated my account. I asked the **** ******* several times if the termination fee would be debited from my bank account before cancelling the account. Even though she explicitly said no they don't take termination fees that way, ADT debited $417.99 from my bank account on 2/26/24. ********************** cannot provide the service I contracted for with Northstar but they insist on keeping my money. ADT has consistently taken $50 a month from me for over a year even though it is their fault my system isn't working. This is a sneaky way for ADT to acquire customers without their consent and take their money! I cannot believe such business practices are lawful!Business Response
Date: 03/13/2024
Upon Review of the account, ********************** was able to confirm that the alarm system was not communicating for the last 8 months, while the customer was still paying $49.86 a month. ********************** has agreed to refund the customer the last 8 months, totaling $398.88, as well as the termination fees of $417.99. The total refund to Ms. ****** Is $816.87. ADT processed a refund back to her checking account which will take ***** business days. Ms. ****** was notified and accepted this offer by phone with an ADT agent.Customer Answer
Date: 03/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.I accept the offer of $816.87 as a refund of the termination fee and 8 months of payments, under duress. I do not want to risk not receiving a refund but ADT actually owes me the termination fee of $417.99 and $747.90 for 15 months of payments totaling $1,165.89. When ****, from ADT's corporate office, called me with their refund offer, he told me that the termination fee and 8 months of payments is the maximum they will refund. The fact is ADT took money from me every month for 15 months for a service they could not provide.
Sincerely,
***************************Initial Complaint
Date:03/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ADT I was told that i have 30 days to try out equipment but that was not the case when i told them i did not like the eco system. I also was not told about the 3 days i had to to deceid this i had ***** come out on 02/22/24. I also was not post to sign contract it was going under my wife name. When i did not untill i was told that if i signed paper work things could be switch over but not the case for the whole account which was my purpose for not doing it. I have been cause great deal or run around for lack of communication and i am not happy with product or communication. I just want to be done with it all.Business Response
Date: 03/08/2024
ADT contacted the customer, where it was discussed that the service contract has a three day right to rescind. The customer acknowledged this. ********************** advised the customer that the current contract would remain in his name, however ADT can add his wife to the agreement and place her on the account. The customer is satisfied.Customer Answer
Date: 03/12/2024
Complaint: 21382780
I am rejecting this response because: I am not happy with the response nor am I satisfied it is basically implied that i have no other option in the matter if that is the case then i still will not be satisfied i will just half to live with what happened and the miscommunication of the matter.
Sincerely,
***********************Business Response
Date: 03/13/2024
Although the customer had rejected the response by ********************** to the original BBB dispute, the fact of the situation remains. To reiterate,ADT contacted the customer, where it was discussed that the service contract has a three day right to rescind. This is outlined in the residential service contract terms and conditions. When speaking with the customer, the customer acknowledged this. ********************** advised the customer that the current contract would remain in his name, however ADT can add his wife to the agreement and place her on the account. ********************** has completed this task and the account updated.Customer Answer
Date: 03/15/2024
Complaint: 21382780
I am rejecting this response because: The fact of the matter regardless of me understanding your side and policy does not take away nor discredit the fact that i was given inproper information on when i i had to decide and adt also does not tell customers of this i had to ask. And because i was not given correct information i exceided the limit. Which would of never happened if i wasnt mis informed.
Sincerely,
***********************
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