Complaints

This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

ADT Security Services has 247 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See letter attached under Upload Supporting Documents below

  

  Business Response

  Date: 03/14/2024

  We attempted to contact the customer by phone, but was only able to leave voicemails. We also emailed the customer, which we did receive a return response. We apologized for any frustration or inconvenience endured of waiting on the refund and being informed she would get a check in the mail. After review of the account, we did explain there is record on the account that a refund was processed on 09/20/2023 in the amount of $278.85 back to the **** credit card where the payments were received from. We explained once the refund is processed the customer would see the refund back to the payment method within 7-10 business days of that date. After further review, we explained that refund has not been rejected and no notification that the refund was returned from the customers credit card company. We have requested a copy of the customers bank/credit card statement so we can further investigate the refund. Once we have received the bank/credit statement, we will forward to our Payment Research Team to further investigate the refund. At this time, we are awaiting the documents to further assist. 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21382732
  
  I am rejecting this response because:

  The attached statement shows a CREDIT BALANCE, INSTEAD OF A REFUND
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/18/2024

  As per our previous response, we did explain there is record on the account that a refund was processed on 09/20/2023 in the amount of $278.85 back to the **** credit card where the payments were received from. We explained once the refund is processed the customer would see the refund back to the payment method within 7-10 business days of that date. After further review, we explained that refund has not been rejected and no notification that the refund was returned from the customers credit card company. We also explained when the account was cancelled the billing system made an adjustment,which that is the reason the billing invoice showed a credit balance of $278.85. We explained if there is money owed back to the customer the account will show a credit balance due to there is no balance owed to ADT. Once the credit balance reflected on the account,  the customer spoke with another agent in our Customer ********************* which the agent processed the refund request to have the credit balance refunded to the customer. The refund was processed and returned to the customers **** credit card on file, which again the bank did not reject or return the refund of the $278.85. The customer confirmed the **** where the refund returned too is an old account they just cancelled on 02/01/2024. We have requested a copy of the customers bank/credit card statement so we can further investigate the refund, which we are requesting the statement dates from 09/20/2023 through 10/20/2023 so we can investigate where the refund went. Once we have received the bank/credit statement, we will forward to our Payment Research Team to further investigate the refund. At this time, we are awaiting the documents to further assist.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attached are the bills with ADT. Note that on the January bill, I canceled ADT on the 10. I spoke to a representative to cancel my service. She indicated that I would only pay a prorate for the remainder of the month. In January, I received a bill for the entire month of January. This outright contradicts the notes and guidance from conversations had. In February, I recieved a prorated bill for this month. I called to dispute the charge. I shared that this was not the guidance provided. A telephone representative told me, it takes 30 days to cancel a bill. Does this practice of overcharinging for services not rendured seem fair? This also goes against the guidance provided at the time of cancellation. I also read some of the other complaints on this page, ADT claims to provide security monitoring. This is not true and this is the reason why we are leaving ADT. There were multiple times when the alarm went off, we never received a follow up phone call emergecy services. What then are they monitoring? That is just added information to others who have claims or are considering ADT as as service provider. I am requesting a refund for the extra month. The amount in question is $58.38.

  

  Business Response

  Date: 03/06/2024

  Upon review of the customers account, ********************** spoke to *************** and agreed to refund $58.38. **************** was pleased. ADT submitted a refund request for $58.38.

• Initial Complaint

  Date:03/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having issues with ADT since December of 2023 and they do not want to terminate my contract. When we started services, we were told it the contract was only for 2 years then after that it would be monthly. Somehow, we still owe the system after 3 years of service with them. We started services with ADT on 06/24/2021. Every time I speak to them, they never give me a straight answer. Since a couple of months ago I been having issues with ADT not being able to receive my payment. I try logging in to their appt via my cellphone, the desktop and by calling them to make payments but I always get an error. I called ADT many times and always the representatives are rude and don't make sense. I have set up easy pay on ADTs website many times, approves the easy pay, then I log in days after and is not there making me late on my payments. I have received calls from ADT on why I was late on my bill but I always pay. After I tell them the issues, I been having they ignore me and they say they dont know what is going on. On January I decided to make a payment thru their automated phone system and within seconds money was taken out of my bank account. Towards the end of the phone call it asked me to save my card information and if I wanted to set up Easy Pay again. I selected to save and for the system to start auto payments. This month March 2nd I checked to make sure my payment was taken out and I'm behind AGAIN. When I called ADT, they tell me that is my bank not allowing them to take the money out using my card. I explain to the representative that how is it that when I make payments over the phone ADT has no issues taking the money out within seconds using the same card i been using since I started business with ADT. I called my bank and they tell me they have not put a hold on any payments to ADT. I call ADT back and notify them that my bank has not stop any payments to ADT. I called ADT again to explain to them about my bank and they keep saying its my bank.

  

  Business Response

  Date: 03/18/2024

  We reviewed the account and confirmed that ******************* had the system installed on 6/26/2021.
  
  On 12/1/2023 ******************* called in to cancel the account.
  
  The customer service agent assisted ******************* and let her know that the contract ends 6/25/2026 and there would be a balance remaining for the contract and the equipment.
  
  The customer service agent let ******************* know the remaining balance for the equipment was  $1114.76.
  
  ******************* mentioned she had the service since 2021 wanted to know the length of the contract.
  
  The customer service agent advised ******************* that the contract is for 5 years. ******************* said she will go over the contract and call back if she had any more  questions.
  
  On 3/2/2024 ******************* reached out to ADT via online wanted to know why she had a bill for $1040.49.
  
  The online agent assisted ******************* and let her know that the payments were reversed for the monthly fee and the equipment fee billed out.
  
  ******************* said she would  make a payment with her checking account to bring the account current.
  
  We reached out to ******************* to further assist she wanted to know why she was still making payments for the equipment when the system was installed in 2021.
  
  We assisted ******************* and explained that there was an installment set up for ******************************************************************* 2021.
  
  ******************* requested for the installment plan to be set back up.
  
  We assisted ******************* and submitted the request for the installment plan to be reinstated.
  
  On 3/12/2024 the installment plan was reinstated.
  
  We followed up with ******************* and let her know that the installment plan has been reinstated. 

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There are plenty of dates that will be included in this complaint. The issue is borderline of the textbook definition of "CONSUMER FRAUD" First off, the billing from ADT is inconsistent at what they try to claim is due. Of which can be explained later. Of which is on top of trying to charge for services that were not used.On 5-22-2023 at 8:29 a.m. I had been on the the phone for 4 minutes, 51 seconds (4:51). Of which I spoke with 1 employee notifying the cancellation of service ending 6-30-23 On 7-10-23 at 9:48 a.m. I was on the phone for (11:20), to remind as well as notify the cancellation of service that ended on 6-30. I WAS PASSED to 4 different employees, then HUNG UP ON! After which I had to call them back at 10:00 a.m. was automatically put on hold for (4:58), the hung up on.On 7-24-23 at 6:27 p.m. the call went automatically on hold, after (3:57)on hold, I hang up.On 7-24-23 at 6:31 p.m. called back, after being hung up on, was on the line for (15:14). Which I had been placed on hold by 2 different people. The 2nd person came back on the line and sad, that they "TOOK CARE" of the situation.On 9-26-23 at 10:46 a.m. I was on the phone for (59:01)... YES ONE HOUR!! I was put on hold 3 times, and the 4th person said that they would "resolve the issue". Of which , obviously the issue was never taken care of, or "RESOLVED" On 10-3-23 at 3:44 p.m. I was on the phone for (8:59), passed between 3 different people, and was hung up by the 3rd person.On 10-3-23 3:55 p.m., I called ADT back due to them hanging up on me, I was on that phone call for (28:46) I had been passed around to 3 different people, the 3rd person said that they would correct the issue.OBVIOUSLY, even with all of the NUMEROUS ATTEMPTS to correct ADT's errors, and ADT intentionally billing a consumer for services not rendered, shows just a small number of the consumer fraud by ADT, and ADT's employees.THERE IS A LOT MORE input proving ADT's LACK OF INTEGRITY, but have limited space.

  

  Business Response

  Date: 03/08/2024

  ADT has reviewed ******************** concern and has waived the past due balance of $317.10 based on ******************** tenure with ADT. The account has been recalled from collections.  
  
  ADT attempted to contact ****************** to advise that the balance has been waived on 3/6/24 and 3/7/24 and left voicemails on both occasions. 

  Customer Answer

  Date: 03/09/2024

   
  Better Business Bureau:
  

  On March 7, 2024, at roughly 3:30 p.m., I had a conversion with an ADT Representative.  He had confirmed that the $317.10 was taken off of my account with **********************. This representative also informed me that the account has been recalled from collectors.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I want to thank the BBB for their timely actions to help resolve these issues.
  

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

• Initial Complaint

  Date:03/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 7 I contacted ADT to diconnect my service because i will be selling the property and spoke with ************************* who disconnected my service and assured me that the auto pay will be removed from the account and I will be send a final billed. Since the card on file was my *****. On March 4 I receved a call from my ***** that they where charge $412 on their account after I wad assured by ADT that auto pay will be removed and a final billed will be send to me. I contacted ADT and spend 2 hrs been tranferd around until I spoke woth billing agent that told me that nothing can be done. That since the balance is 0, nothing can be refunded. And rudely told that since is was going to pay it anyway to pay it back to my ***** .I request to speak with a supervisor that told me the same thing that nothing can be done. This not how you conduct a business after you promise something and fraudulently take money's out of an account that was removed and promise will not be charged. I want ADT to refund the money back to the card that was charge and send me thr final bill and wave the early termination after making false promises on February 7 when I connected my service and make me be almost 2 hrs on the phone for there mistake

  

  Business Response

  Date: 03/13/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we reviewed the recorded call from 02/07/2024, which the agent did provide misinformation informing the customer he will be mailed a final bill for the early termination fees. After further review, we explained per the agreement terms, if the service is cancelled while still under the term the customer will be charged the early termination fee balance when enrolled into autopay. We explained the credit card payment has been disputed by the bank,which the customer confirmed the credit card on file was his brothers credit card and the payment came out of the brothers account. We also explained,since the payment is in dispute with the bank the payment has been reversed and taken away from ADT. The credit card dispute can take up to 30 days to be completed depending on the customers bank. We explained if the balance is placed back on the account, as a goodwill courtesy for the inconvenience, we will apply a discount on the final balance. The customer understood and stated he knows he has to pay for ending the contract, which he is satisfied with the resolution. 

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased home. Previous owner terminated service but adt continues monitoring. 2 false alarms with police and fire coming to house. This is invasion of privacy. Stop the unauthorized monitoring of my home.

  

  Business Response

  Date: 03/08/2024

  ADT has reviewed the account and confirmed the previous owners called to cancel on 01/23/24. We contacted ************* the new homeowner.  We placed the account out of service.  Mr. Hang will no longer receive monitoring from ADT. He was satisfied with the resolution.

  Customer Answer

  Date: 03/08/2024

   
  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, IF they actually do what they say they are going to do.  I have been misled by this company before and have no way of confirming they did terminate without triggering an alarm and waiting for police to come.

  Nonetheless, the person who responded seemed credible.

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

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,We have an auto draft coming out of our business account; however, we have no ADT accounts! Having not signed any alarm contracts, we don't know how the draft happened. The draft began January 2024, followed by February and March for $51.96 per month. The business name account location is **************************************************************. *****. The name of the business is: 7533 **************** LLC. The ********* checking acct last 4 is #****. This is a 3 unit retail space and all the tenants have their own alarm, internet, and electric accounts beginning May 2023. We have emailed the complaint **** with no response. The ADT customer service number only transfers us to the complaint **** which is not answered. We ask this to be traced, how it began auto draft, closed immediately and reimbursed for $51.96 per month.

  

  Business Response

  Date: 03/12/2024

  Upon review of the account, the customer had multiple sites between ********************** LLC and Protection One. One account was located at ******************************************************. The other was located at ************************************* *********,** *****. We contacted **************** and informed her that the billing she questioned in her complaint was updated by an associate of the business, ***********************, on 12/12/23 for the Downs Blvd. account. **************** informed ADT that that location was sold in July of 2023. ADT was only able to cancel and backdate that account to 11/1/23, which generated a credit balance of $258.06,which was processed as a check refund on 3/7/24, and sent to ***************************************************************************************. The customer will receive the refund in the next 7-10 business days.
  
  Regarding the account on ****************. *********, ** *****, this account was cancelled and backdated due to the customer providing email requests to cancel due to Hurricane *** to their sales representative.The account was closed and backdated, a refund in the amount of $1462.88 - was processed by check to the *********** address on 3/12/24. Customer accepted resolution for both accounts. 

  Customer Answer

  Date: 03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribe to ADTs monthly monitoring system, and I had a contract for three years. After the first year I had triggered the alarm on accident and didnt receive a monitoring alert. The next day called ADT told him my account wasnt being monitored. They run several test and confirmed that there was no signal being provided to ATT technician came out, fixed it, but the problem occurred several times within the last couple years, I was paying for a monitoring service, but was not being provided monitoring service. I finish out my contract recently as agreed, but they did not carry out their portion of the agreement.

  

  Business Response

  Date: 03/08/2024

  I spoke to ************** regarding his claim. When he did experience communication issue in in March and April, he spoke to our virtual technician that was able to resolve the issue. He was also credited for two months of monitoring. I made him aware there were no previous service concerns regarding the communication issue. I made the customer aware a refund was not warranted at this time. 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21380645
  
  
  I am writing to formally reject the response provided by ADT regarding the ongoing issues with my home security system, necessitating intervention by your esteemed organization. Despite ADT's claims, the incident in March is not an isolated occurrence; there have been two additional instances where ADT failed to monitor my system effectively.
  
  The first instance occurred prior to my consultation with an over-the-phone technician, and the subsequent instance happened even after such consultation. In both instances, the lack of monitoring was not communicated to me by ADT, a critical service failure given the nature of a security system's purpose. ADT did acknoldge on twice that  "ADT is not receiving a signal from the panel."It was only after the third failure, which prompted an in-person visit from an ADT technician that I lost all faith in ADT's ability to help protect my famimely and out home and requested out of the contract. 
  
  The cornerstone of ADT's service is the assurance of continuous monitoring and prompt notification in case of any disruptions, a promise that was clearly unmet in my case. The realization that the system was unmonitored only came to light following an incident where the alarm was triggered, and no assistance was offered to verify the safety and security of my family and me. This lapse not only compromised our sense of security but also highlighted a severe breach of trust in the services rendered by ADT.
  
  Given these repeated failures in service and the lack of communication from ADT, I find it reasonable to request the termination of my contract with them. I have consistently upheld my end of the agreement by making timely monthly payments. However, ADT has failed to deliver the fundamental service of monitoring, which constitutes a breach of our contract.
  
  Therefore, given the failure to provide the agreed-upon monitoring services and the inability to exit the contract without penalty despite these breaches, I am seeking a full refund for the period during which the service was demonstrably ineffective. This request is not only for the resolution of my personal grievance but also to urge ADT to uphold higher standards of accountability and reliability in their service offerings.
  
  Thank you for your consideration of this matter and for your support in advocating for fair consumer practices.
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/15/2024

  ADT stands firm on the decision that there isnt a refund or credit warranted for this customer.
  
  When the customer did experience a communication issue in March and April he spoke to our virtual technician that was able to resolve the issue. He was also credited for two months of monitoring for the downtime. I made him aware there were no previous service concerns regarding the communication issue. We also see in the monitoring history each month after the communication issue their system sent monthly test signals in to *********************. This indicates the system was working properly.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a loyal ADT customer since 2016. Ive never missed a payment. I wanted to get cameras around my house and on my doorbell so I called ADT to do that which made sense since I already have them. A tech came out to install the cameras and the doorbell. He stated I needed a certain amount of upload speed in order to run the cameras and said he tested it and that I did.I never saw that test. He blew through the paperwork and just said sign here sign here sign here so I did because I took their word for it . So the cameras never worked properly they would freeze they wouldnt record. I couldnt upload it. People would ring the doorbell and it wouldnt notify me. I called ADT 1 million times to try to troubleshoot and fix and see whats wrong so finally they sent another tech out. Tested my Internet and showed me on his iPad that I have less than 1 upload speed and I always have and I need at least 6 in order to run the cameras. He said that the system should never have been installed because I live in a rural area and cannot get 6 upload speed. I already had the highest amount for the area. So I had them take the cameras and the doorbell back and the separate payments were supposed to stop for the installation and the equipment. Well they never stopped and I called and I called and I spoke to all different kinds of reps. *** all documented in my account over there And they would assure me that they stopped it. Well it never stopped. so I put a stop payment on the company through my bank paid the fee and it took me from October 2023 until now March 2024 to cancel my account. I called so many times and was reassured I would get called back and never did. So now they are saying I owe as of 2/28 $486.24 and 3/1 $852.70. not sure how it doubled in a day but Ive paid over ******* including bank fees for that upgrade that I never got to use and they are still insisting I owe them and will send to collections. Worse company ever.

  Customer Answer

  Date: 03/04/2024

  Here is the text from when I first tried to cancel my account in October 2023. And also the latest threatening bill I just got and I keep getting emails that my panel is not responding even after I successfully closed my account a couple of days ago.

  

  Business Response

  Date: 03/16/2024

  ADT reviewed the account and confirmed that **************** had an installation of an alarm system on 7/9/2022 which included cameras.  The total installation cost for the alarm system and the cameras $1,412.40.  **************** elected to get an equipment loan and pay the equipment costs over a ************************************************************* full.  ADT removed the cameras at the request of the customer on 1/6/2023.  The customer did not request that ********************** remove the alarm system nor reported any issues with the burglar alarm system, only the cameras.  

  The cost of the cameras removed totaled $763.20, and ADT issued a credit to the account on 3/1/2023, reducing the amount owed for the equipment loan to $649.00.  When a credit is applied towards a loan balance it does not reduce the monthly loan fees, it reduces the number of months left on the loan. The remaining balance of $649.00 for the alarm system is valid. The unpaid past due balance for the loan is $541.76.  The 6 Month Money Back Guarantee would only apply to the equipment ADT removed, it would not negate the entire installation charge. 

  The customer stopped paying for the equipment loan in June 2023 and after 2 months of non-payment, the remaining loan balance was billed in full, $366.72, and drafted from the payment method on file, as per the terms of the Retail Installment Contract.  The total amount drafted included the loan balance and the pending monthly monitoring charge of $42.38, for a total of $409.10. The customer contacted ********************** and we agreed to reinstate the loan if the customer resumed auto-pay for the loan as per the agreement, and ADT issued a refund for $366.72.  The customer disputed the charge of $409.10 with her bank, and the bank reversed the payment of $409.10, which means that the customer received $366.72 that was not due to her.  Because of this, $366.72 was invoiced to the customer's account as she was responsible for repayment of the refund. 
  

  The customer signed a 24 month monitoring contract on 6/29/2022.  In Section 2 of the Terms & Conditions for this contract, it states that early termination of the contract will result in a contract termination charge equal to 75% of the remaining contract term. The cancellation was processed with an effective date of 3/30/2024, resulting in a contract termination charge of $106.17.

  We have confirmed that the customer requested cancellation on 10/6/2023 however it was not processed. ADT has recalculated what the contract termination charge would have been if the cancellation was processed with an effective date of 11/5/2023 (30-day notice is required to cancel per the terms and conditions of the contract).  Total remaining balance on the contract would have been $343.19, 75% of this remaining balance is $257.39.  The customer was billed $310.94 (***********/5/******/30/2024) for monitoring and a termination charge of $106.17).  We have issued a credit of $53.55 to cover the difference had the account been cancelled on 11/5/2023. 

  The total past due balance owed by the customer is $799.15.  These charges are valid and ADT will not waive them.  We have attached copies of the customer's contracts. 

   

   

  Customer Answer

  Date: 03/29/2024

  First, I had my installation originally in 2016 after I got robbed. This contract he is referring to is for cameras ONLY in addition to the already installed and already paid for installation. If you look at the contract breakdown, he provided it says zero for installation fee so why am I still paying for an installation? Also, that was supposed to be free for cameras. Only this business is fraudulently taking money from people for services. They did not provide and double charging for services like installations, I do not accept their response at all, and I will not give them any more of my money. I should not have to pay for an installation twice, especially since it shouldnt have ever happened in the first place due to lack of Internet upload speeds in the area. I have responded to his emails and I have had no response since the last email dated 3/20/2024. 

  

  Business Response

  Date: 04/10/2024

  Weve provided customer with documentation and description of the charges associated with their balance. The total past due balance owed by the customer is $799.15 which these charges are valid, and ADT will not waive them. ADT will not accept any returned equipment as the customer is past their right of recission period to return any equipment and cancel without any penalty. The customer has been provided with information on how to file a claim with ADTs registered agent to subpoena for any calls with ADT agents that shes spoken with, or to take any further legal recourse.

• Initial Complaint

  Date:03/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As an ADT customer for over 25 years, I had a hard-wired alarm at my previous addresses (******************************************************************************************************************************). On April 16, 2023, I moved to ********************************************************, and signed up for the *** system. (account #*********. I never received the equipment and requested a technician to assist. ADT refused. With no working alarm, I cancelled it and signed up for the technician-installed system (account #*********; July 2, 2023). After numerous home break-ins, on August 15, 2023, a technician explained: "The systems can be disabled remotely and can be hacked; their effectiveness can be reduced by a person with criminal intent." Because of problems at *********************** I moved on October 1, 2023 to ***********************************************************************. However, I continued to experience multiple break-ins, and on January 30, 2024, jewelry and other valuables were stolen from my home. Meanwhile, I received repeated emails from ADT stating your payment is past due for the *** system, for which I never received equipment. I called ADT to clarify and was told I would be credited the entire amount. Because of these problems, on February 19, 2024, I asked ADT to remove the current system and replace it with the hard-wired system that I had before (at *******************************). Acct. Rep. **** arranged for a technician to set up the hard-wired system on Friday, February 23 and agreed to refund me for the entire cost of the system, including all auto-payments made from April 2023 February 2024. On February 26, 2024, another ADT rep informed me that they no longer installed the hard-wired system and cancelled my appointment. I told him to cancel the contract for the nonfunctioning system. He agreed but said I would owe the contract balance ($1587.00). I request that my ADT contract be cancelled with no charge of the contract balance, and that I be credited all payments made from 2023 2024.

  

  Business Response

  Date: 03/16/2024

  ADT attempted to contact the customer via telephone on 3/6/2024 and 3/7/2024 to discuss their concerns.  We sent an email to the customer on 3/12/2024 asking for their preferred method of contact.  At this time we have not received a response from the customer. 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21379848
  
  I am rejecting this response because: On March 12, 2024, *************************** sent me an email asking me if I would prefer email or phone for ADT's response. On March 12, 2024, I told her I preferred email. On March 15, I asked ****************** when I would be hearing from ADT regarding my Better Business Bureau complaint. On March 18, 2024, ****************** asked me if I would like an ADT technician to go to my FORMER address (from which I have moved) to "check the system." I advised her (a) to re-read my complaint, (b) that I have l already terminated my account with **********************, and (c) I am seeking reimbursement of all charges and fees. If she had read my complaint, she would see that her offer to send a technician to an address where I not longer live, and for an alarm system that has already been terminated, is absolutely inappropriate.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/19/2024

  We reviewed the account and confirmed that ******************* did a resale on 7/1/2023.
  
  On 8/4/2023 ******************* called in said that someone was bypassing the alarm and breaking into her home.
  
  The customer service agent assisted ****************** and asked for authorization to access the account.
  
  ******************* could not provide proper authorization said she would call back.
  
  On 8/5/2023 ******************* reached out to ADT online mentioned someone was bypassing the system requested a technician to be sent out.
  
  The customer service agent set an appointment for 8/15/2023.
  
  On 8/15/2023 a technician went out left notes that he educated the customer on the system.
  
  On 9/21/2023 ******************* called in said she would be moving on 9/30/2023 wanted to relocate the service.
  
  The customer service agent assisted ******************* and transferred her to the relocation department.
  
  ******************* spoke to the relocation department. The relocation agent assisted ******************* and set up a sales appointment for 9/26/2023.
  
  The relocation agent advised ******************* once she has the new location set up call back to get the existing location cancelled.
  
  On 12/29/2023 ******************* called in said she was being billed twice for the same location.
  
  The customer service agent assisted ******************* and put in the cancel request for the existing location.
  
  The cancel request was not processed per notes the wrong contract number was listed to be cancelled.
  
  On 2/5/2024 ******************* reached out to ADT via online due to being billed for 2 locations when she moved requested a refund.
  
  The online agent assisted ******************* and transferred her to ****************** for further assist.
  
  There are no notes to support ******************* spoke to ******************.
  
  On 2/19/2024 ******************* called in to cancel the new location said someone was getting into the system breaking into her home.
  
  The customer service agent assisted ******************* offered to schedule a virtual appointment and adjust the rate to $1999 for 3 months.
  
  ******************* declined the offers wanted the account cancelled.
  
  The customer service agent submitted the cancel request.
  
  The account will be cancelled on 3/20/2024.
  
  The balance remaining on the account is $1147.99.
  
  We reached out to ******************* to further assist and let her know that the existing account is still active.
  
  ******************* said the account should be cancelled as well.
  
  We advised ******************* we would have to speak to her to receive proper authorization to cancel the account.
  
  Based off the review of the accounts there are no notes on the account to support the system was being bypassed.
  
  We are waiting for a response from ******************* to further assist as needed. 

  Customer Answer

  Date: 03/23/2024

  March 24, 2024
  TO: Better Business Bureau
  FROM: RosemaryPrevite
  RE: MESSAGE FROM BUSINESS (ADT):
  
  The following are my responses to the inaccuracies in this message:
  
  1. We reviewed the account and confirmed that ******************* did a resale on 7/1/2023.
  
  2. On 8/4/2023 ******************* called in said that someone was bypassing the alarm and breaking into her home.
  
  3. The customer service agent assisted ****************** and asked for authorization to access the account.
  
  4. ******************* could not provide proper authorization said she would call back. THIS IS NOT TRUE;A BLATANT LIE; I PROVIDED PROPER AUTHORIZATION.
  
  5. On 8/5/2023 ******************* reached out to ADT online mentioned someone was bypassing the system requested a technician to be sent out.
  
  6. The customer service agent set an appointment for 8/15/2023.
  
  7. On 8/15/2023 a technician went out left notes that he educated the customer on the system. A TECHNICIAN DID IN **** COME TO MY HOME, AND HE INFORMED ME THAT MY SYSTEM COULD BE HACKED. IN ****, ADT acknowledges in no uncertain terms within their contract language that these systems can be hacked and furthermore that their effectiveness can be reduced by a person with criminal intent, as stated in this excerpt from ADTs contract:
  
  
  8. On 9/21/2023 ******************* called in said she would be moving on 9/30/2023 wanted to relocate the service.
  
  9. The customer service agent assisted ******************* and transferred her to the relocation department.
  
  10. ******************* spoke to the relocation department. The relocation agent assisted ******************* and set up a sales appointment for 9/26/2023.
  
  11. The relocation agent advised ******************* once she has the new location set up call back to get the existing location cancelled. THIS IS NOT TRUE; I HAD ALREADY CANCELED THE SYSTEM WHEN I NOTIFIED ADT THAT I WAS MOVING (SEPTEMBER 21,2023)
  
  12. On 12/29/2023 ******************* called in said she was being billed twice for the same location.
  
  13. The customer service agent assisted ******************* and put in the cancel request for the existing location.
  
  14. The cancel request was not processed per notes the wrong contract number was listed to be cancelled. THIS IS PROBABLY TRUE, AND INDICATES THE ***** OF ADT AND ITS INCOMPETENT ACCOUNT REPRESENTATIVES, 15. . I REFUSE TO PAY FOR ADTS MISTAKES AND INCOMPETENCE.
  
  15/ On 2/5/2024 ******************* reached out to ADT via online due to being billed for 2 locations when she moved requested a refund.
  
  16. The online agent assisted ******************* and transferred her to ****************** for further assist. IN ****, EACH TIME I REACHED OUT TO ADT FOR ASSISTANCE, I WAS REFERRED TO MANY OTHER ACCOUNT REPRESENTATIVES, NONE OF WHOM WERE ABLE TO ASSIST ME APPROPRIATELY. THIS IS A CONSISTENT PROBLEM WITH ADT.
  
  17. There are no notes to support ******************* spoke to ******************. ONCE AGAIN, THIS REFLECTS THE INCOMPETENCE OF ADT. I HAVE MY OWN NOTES REFLECTING THAT I DID SPEAK WITH ADT.IF ADT HAS NO NOTES, THAT IS THEIR *****.
  
  18. On 2/19/2024 ******************* called in to cancel the new location said someone was getting into the system breaking into her home.
  
  19. The customer service agent assisted ******************* offered to schedule a virtual appointment and adjust the rate to $1999 for 3 months. THIS IS NOT TRUE; THE ADT AGENT PROMISED ME A FULL REFUND AND SAID THAT SHE WAS WORKING ON GETTING IT PROCESSED.
  
  20. ******************* declined the offers wanted the account cancelled. I DID REQUEST THAT THE ACCOUNT BE CANCELLED; TO THIS DATE, IT STILL HAS NOT BEEN CANCELLED.
  
  21. The customer service agent submitted the cancel request.
  
  22. The account will be cancelled on 3/20/2024. PER MY REQUEST, IT SHOULD HAVE BEEN CANCELED ON FEBRUARY 19, 2024.
  
  23. The balance remaining on the account is $1147.99. THIS IS NOT TRUE, AS ADT,WITHOUT MY AUTHORIZATION, HAS BEEN TAKING AUTOPAYMENTS FROM MY BANK ACCOUNT EACH MONTH, AND FOR DIFFERENT AMOUNTS EACH MONTH. AS I INFORMED ADT, I WILL NOT PAY FOR SERVICE THAT NEVER EXISTED, AND FOR A SYSTEM THAT HAD BEEN HACKED FOR MONTHS AND NEVER PREVENTED INTRUDERS FROM ENTERING MY HOME. AS I HAVE REPORTED BEFORE, ON JANUARY 30, 2024, I EXPERIENCED A THEFT OF VALUABLE JEWELRY WHEN MY SYSTEM SHOULD HAVE BEEN ARMED. I REPORTED THIS TO THE POLICE AND TO MY INSURANCE COMPANY.
  
  24. We reached out to ******************* to further assist and let her know that the existing account is still active. AS STATED ABOVE, THE ACCOUNT SHOULD IN NO WAY BE ACTIVE, AS I REQUESTED THAT IT BE CANCELED LONG BEFORE THIS. AGAIN, THIS REFLECTS ADTS REFUSAL TO COMPLY WITH MY REQUEST TO CANCEL THE SYSTEM, AND THEIR TOTAL INCOMPETENCE.
  
  25. ******************* said the account should be cancelled as well. YES, I DID, LONG BEFORE THIS (SEE ABOVE).
  
  26. We advised ******************* we would have to speak to her to receive proper authorization to cancel the account. THIS IS NOT TRUE. ON MARCH 12, 2024, I RECEIVED THIS MESSAGE VIA EMAIL FROM ACCOUNT REPRESENTATIVE ***************************: Im reaching out due to BBB concern that we received. Do you prefer email or a phone call. I REPLIED THAT I PREFERRED EMAIL, AS IT MORE ACCURATELY DOCUMENTS MY COMMUNICATION WITH ADT ON THIS MATTER. RFURTHERMORE, I HAVE ALREADY (VIA PHONE) REQUESTED THAT THE SYSTEM BE CANCELLED, WELL BEFORE THIS. ONCE AGAIN, THIS INDICATES ADTS REFUSAL TO ASSIST ME, AS WELL AS ITS CONTINUED INCOMPETENCE. I HAVE NEVER SEEN SUCH A BLATANT LACK OF CUSTOMER SERVICE ANYWHERE. IT IS A TOTAL DISGRACE.
  
  27. Based off the review of the accounts there are no notes on the account to support the system was being bypassed. ONCE AGAIN, IF THERE ARE NOT NOTES, THAT IS ADTS *****,NOT MINE, AS I HAVE EXTENSIVE NOTES REGARDING THE **** THAT THE SYSTEM WAS ABLE TO BE HACKED AND WAS BEING BYPASSED.
  
  28. We are waiting for a response from ******************* to further assist as needed. ON MARCH 21, 2024, ADT REPRESENTATIVE *************************** EMAILED ME THIS MESSAGE: I will cancel the account per your request and backdate the cancel request to 12/29/2023. The account is set up with an installment plan for the equipment.The balance for the equipment is $537.92 and that amount will be due when the account is cancelled.
  MY QUESTIONS ARE:
  WHAT EQUIPMENT AM IS STILL BEING BILLED FOR? AS I EXPLAINED PREVIOUSLY, I NEVER RECEIVED THE DO-IT-YOURSELF WIRELESS EQUIPMENT AT MY PREVIOUS ADDRESS, *********************************************************
  I REFUSE TO PAY FOR EQUIPMENT THAT I NEVER RECEIVED.
  WITHOUT MY PERMISSION AND AUTHORIZATION, ADT CONTINUES TO TAKE (I.E., STEAL) AUTOPAYMENTS FROM MY BANK ACCOUNT, AS FOLLOWS:
  $308.03 ON JANUARY 2, 2024
  $207.92 ON FEBRUARY 2, 2024
  $19.93 ON FEBRUARY 5, 2024
  $19.93 ON MARCH 4, 2024
  $100.11 ON MARCH 4, 2024
  TOTAL:        $655.92
  
  WHAT ARE THESE PAYMENS FOR, WHICH I NEVER AUTHORIZED? EVEN IF I ACCEPTED MS.******** OFFER OF $537.92, ADT WOULD STILL OWE ME $118.00. PLEASE OBTAIN AN EXPLANATION FROM ADT.
  
  AS I INFORMED ******************, IF I DONT RECEIVE A SATIS****ORY RESPONSE FROM ADT, I WILL BE BRINGING THIS COMPLAINT TO THE ATTENTION OF THE FEDERAL TRADE COMMISSION, ATTORNEY GENERALS OFFICE,CONSUMER PROTECTION OFFICE, AND PRINT AND DIGITAL MEDIA OUTLETS.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21379848
  
  March 24, 2024
  TO:  Better Business Bureau
  FROM:  RosemaryPrevite
  RE: MESSAGE FROM BUSINESS (ADT):
  
  The following are my responses to the inaccuracies in this message:
  
  1. We reviewed the account and confirmed that ******************* did a resale on 7/1/2023.
  
  2. On 8/4/2023 ******************* called in said that someone was bypassing the alarm and breaking into her home.
  
  3. The customer service agent assisted ****************** and asked for authorization to access the account.
  
  4. ******************* could not provide proper authorization said she would call back. THIS IS NOT TRUE; A BLATANT LIE; I PROVIDED PROPER AUTHORIZATION.
  
  5. On 8/5/2023 ******************* reached out to ADT online mentioned someone was bypassing the system requested a technician to be sent out.
  
  6. The customer service agent set an appointment for 8/15/2023.
  
  7. On 8/15/2023 a technician went out left notes that he educated the customer on the system. A TECHNICIAN DID IN **** COME TO MY HOME, AND HE INFORMED ME THAT MY SYSTEM COULD BE HACKED. IN ****, ADT acknowledges in no uncertain terms within their contract language that these systems can be hacked and furthermore that their effectiveness can be reduced by a person with criminal intent, as stated in this excerpt from ADTs contract:
  
  
  8. On 9/21/2023 ******************* called in said she would be moving on 9/30/2023 wanted to relocate the service.
  
  9. The customer service agent assisted ******************* and transferred her to the relocation department.
  
  10. ******************* spoke to the relocation department. The relocation agent assisted ******************* and set up a sales appointment for 9/26/2023.
  
  11. The relocation agent advised ******************* once she has the new location set up call back to get the existing location cancelled. THIS IS NOT TRUE; I HAD ALREADY CANCELED THE SYSTEM WHEN I NOTIFIED ADT THAT I WAS MOVING (SEPTEMBER 21,2023)
  
  12. On 12/29/2023 ******************* called in said she was being billed twice for the same location.
  
  13. The customer service agent assisted ******************* and put in the cancel request for the existing location.
  
  14. The cancel request was not processed per notes the wrong contract number was listed to be cancelled. THIS IS PROBABLY TRUE, AND INDICATES THE ***** OF ADT AND ITS INCOMPETENT ACCOUNT REPRESENTATIVES, 15. . I REFUSE TO PAY FOR ADTS MISTAKES AND INCOMPETENCE.
  
  15/ On 2/5/2024 ******************* reached out to ADT via online due to being billed for 2 locations when she moved requested a refund.
  
  16. The online agent assisted ******************* and transferred her to ****************** for further assist. IN ****, EACH TIME I REACHED OUT TO ADT FOR ASSISTANCE, I WAS REFERRED TO MANY OTHER ACCOUNT REPRESENTATIVES, NONE OF WHOM WERE ABLE TO ASSIST ME APPROPRIATELY. THIS IS A CONSISTENT PROBLEM WITH ADT.
  
  17. There are no notes to support ******************* spoke to ******************. ONCE AGAIN, THIS REFLECTS THE INCOMPETENCE OF ADT. I HAVE MY OWN NOTES REFLECTING THAT I DID SPEAK WITH ADT. IF ADT HAS NO NOTES, THAT IS THEIR *****.
  
  18. On 2/19/2024 ******************* called in to cancel the new location said someone was getting into the system breaking into her home.
  
  19. The customer service agent assisted ******************* offered to schedule a virtual appointment and adjust the rate to $1999 for 3 months. THIS IS NOT TRUE; THE ADT AGENT PROMISED ME A FULL REFUND AND SAID THAT SHE WAS WORKING ON GETTING IT PROCESSED.
  
  20. ******************* declined the offers wanted the account cancelled. I DID REQUEST THAT THE ACCOUNT BE CANCELLED; TO THIS DATE, IT STILL HAS NOT BEEN CANCELLED.
  
  21. The customer service agent submitted the cancel request.
  
  22. The account will be cancelled on 3/20/2024. PER MY REQUEST, IT SHOULD HAVE BEEN CANCELED ON FEBRUARY 19, 2024.
  
  23. The balance remaining on the account is $1147.99. THIS IS NOT TRUE, AS ADT, WITHOUT MY AUTHORIZATION, HAS BEEN TAKING AUTOPAYMENTS FROM MY BANK ACCOUNT EACH MONTH, AND FOR DIFFERENT AMOUNTS EACH MONTH. AS I INFORMED ADT, I WILL NOT PAY FOR SERVICE THAT NEVER EXISTED, AND FOR A SYSTEM THAT HAD BEEN HACKED FOR MONTHS AND NEVER PREVENTED INTRUDERS FROM ENTERING MY HOME. AS I HAVE REPORTED BEFORE, ON JANUARY 30, 2024, I EXPERIENCED A THEFT OF VALUABLE JEWELRY WHEN MY SYSTEM SHOULD HAVE BEEN ARMED. I REPORTED THIS TO THE POLICE AND TO MY INSURANCE COMPANY.
  
  24. We reached out to ******************* to further assist and let her know that the existing account is still active. AS STATED ABOVE, THE ACCOUNT SHOULD IN NO WAY BE ACTIVE, AS I REQUESTED THAT IT BE CANCELED LONG BEFORE THIS. AGAIN, THIS REFLECTS ADTS REFUSAL TO COMPLY WITH MY REQUEST TO CANCEL THE SYSTEM, AND THEIR TOTAL INCOMPETENCE.
  
  25. ******************* said the account should be cancelled as well. YES, I DID, LONG BEFORE THIS (SEE ABOVE).
  
  26. We advised ******************* we would have to speak to her to receive proper authorization to cancel the account. THIS IS NOT TRUE. ON MARCH 12, 2024, I RECEIVED THIS MESSAGE VIA EMAIL FROM ACCOUNT REPRESENTATIVE ***************************: Im reaching out due to BBB concern that we received. Do you prefer email or a phone call. I REPLIED THAT I PREFERRED EMAIL, AS IT MORE ACCURATELY DOCUMENTS MY COMMUNICATION WITH ADT ON THIS MATTER. RFURTHERMORE, I HAVE ALREADY (VIA PHONE) REQUESTED THAT THE SYSTEM BE CANCELLED, WELL BEFORE THIS. ONCE AGAIN, THIS INDICATES ADTS REFUSAL TO ASSIST ME, AS WELL AS ITS CONTINUED INCOMPETENCE. I HAVE NEVER SEEN SUCH A BLATANT LACK OF CUSTOMER SERVICE ANYWHERE. IT IS A TOTAL DISGRACE.
  
  27. Based off the review of the accounts there are no notes on the account to support the system was being bypassed. ONCE AGAIN, IF THERE ARE NOT NOTES, THAT IS ADTS *****, NOT MINE, AS I HAVE EXTENSIVE NOTES REGARDING THE **** THAT THE SYSTEM WAS ABLE TO BE HACKED AND WAS BEING BYPASSED.
  
  28. We are waiting for a response from ******************* to further assist as needed. ON MARCH 21, 2024, ADT REPRESENTATIVE *************************** EMAILED ME THIS MESSAGE: I will cancel the account per your request and backdate the cancel request to 12/29/2023. The account is set up with an installment plan for the equipment. The balance for the equipment is $537.92 and that amount will be due when the account is cancelled.
  MY QUESTIONS ARE:
  WHAT EQUIPMENT AM IS STILL BEING BILLED FOR? AS I EXPLAINED PREVIOUSLY, I NEVER RECEIVED THE DO-IT-YOURSELF WIRELESS EQUIPMENT AT MY PREVIOUS ADDRESS, *********************************************************
  I REFUSE TO PAY FOR EQUIPMENT THAT I NEVER RECEIVED.
  WITHOUT MY PERMISSION AND AUTHORIZATION, ADT CONTINUES TO TAKE (I.E., STEAL) AUTOPAYMENTS FROM MY BANK ACCOUNT, AS FOLLOWS:
  $308.03 ON JANUARY 2, 2024
  $207.92 ON FEBRUARY 2, 2024
  $19.93 ON FEBRUARY 5, 2024
  $19.93 ON MARCH 4, 2024
  $100.11 ON MARCH 4, 2024
  TOTAL:        $655.92
  
  WHAT ARE THESE PAYMENS FOR, WHICH I NEVER AUTHORIZED? EVEN IF I ACCEPTED MS. ******** OFFER OF $537.92, ADT WOULD STILL OWE ME $118.00. PLEASE OBTAIN AN EXPLANATION FROM ADT.
  
  AS I INFORMED ******************, IF I DONT RECEIVE A SATIS****ORY RESPONSE FROM ADT, I WILL BE BRINGING THIS COMPLAINT TO THE ATTENTION OF THE FEDERAL TRADE COMMISSION, ATTORNEY GENERALS OFFICE, CONSUMER PROTECTION OFFICE, AND PRINT AND DIGITAL MEDIA OUTLETS.
  
  Sincerely,
  
  *******************************
  
  

  

  Business Response

  Date: 03/29/2024

  We reached out to ******************* to further assist advised the equipment balance of $537.92 is valid due to the installment that was set up on the account.
  
  We advised ******************* that the system automatically takes the payment when the account is cancelled when an installment plan is set up on an account.
  
  For as the refund, we explained to ******************* that there is a balance on the account of $2131.22 for the balance of contract fee.
  
  If a credit is placed on the account, it will go towards the balance due on the account. 

  Customer Answer

  Date: 04/01/2024

  I have attached additional information, as well as some questions for ADT.

  Sincerely,

   

  *******************************

  

  Business Response

  Date: 04/10/2024

  In review of the account ******************* had the system installed at ***************************** on 9/8/2018.
  
  On 4/14/2023 ******************* reached out to ADT via online to request to cancel due to moving.
  
  The online agent assisted ******************* and submitted the cancel request.
  
  On 4/21/2023 ******************* reached out to ADT via online wanted to confirm the cancellation request.
  
  The online agent assisted ******************* let her know there is a 30-day cancellation process, and the account will be cancelled 5/14/2023.
  
  The balance of contract fee remaining for the 147 ******* Gardens locations was $263.11. 
  
  5/23/2023 ******************* reached out to ADT via online upset that she was billed for the balance of contract when she relocated the service requested to speak to a manager.
  
  The online agent transferred ******************* to a manager.
  
  ******************* mentioned to the manager that she relocated service to *********************** and ordered the ADT Blue *** system said she was waiting for the equipment.
  
  The manager advised ******************* once she has the equipment to contact ADT Blue to set up the system for the balance of contract fee to be waived.
  
  On 6/7/2023 the balance of contract fee of $263.11 was waived.
  
  On 6/16/2023 a refund was processed for $263.11.
  
  On 6/16/2023 ******************* called in to see when she will be refunded said she was charged the balance of contract fee when she relocated service to ADT Blue.
  
  The customer service agent assisted ******************* and let her know the refund was processed advised an investigation will be done to provide more details about the refund.
  
  The customer service agent let ******************* know he will call her back with more details about the refund.
  
  There are no notes on the account to support the customer service agent called ******************* back.
  
  On 6/27/2023 a resale was done for the 425 ****** Street due to ******************* not receiving the ADT Blue equipment.
  
  The appointment was scheduled for 7/1/2023.
  
  On 7/1/2023 the installer went out left notes that the command system was installed.
  
  On 8/45/2023 ******************* reached out to ADT via online mentioned someone was bypassing the system.
  
  The online agent assisted ******************* and set a service appointment for 8/15/2023.
  
  On 8/15/2023 a technician went out left notes that he educated customer about the system use.
  
  On 9/21/2023 ******************* called in to cancel the 425 ****** location due to moving.
  
  The customer service agent assisted ******************* and transferred her to the relocations department.
  
  There are no notes to support ******************* spoke to the relocations department once transferred.
  
  On 9/26/2023 a relocation was set up for 146 ******* Gardens due to ******************* moving.
  
  The appointment was scheduled for 10/21/2023.
  
  On 10/21/2023 the technician went out to the install left notes that the system was connected.
  
  On 11/30/2023 ******************* called in wanted to know why she was billed $132.87.
  
  The customer service agent assisted ******************* and let her know when the install took place there was a charge of $87.88 for the equipment and $44.99 for the monthly fee which covered the installation amount.
  
  ******************* wanted to know why she was billed $25.12 and $19.93.
  
  The customer service agent assisted ******************* and let her know the $25.12 was the prorated amount for the bill and the $19.93 was for the installment plan for the equipment.
  
  On 12/29/2023 ******************* called in about the 425 ****** location said she moved from the location and still getting billed for the location and the equipment when she never received the *** equipment.
  
  ******************* mentioned she was told she would get a refund for being charged when the account should have been cancelled.
  
  The customer service agent assisted ******************* and let her know the account was still active and submitted a cancel request for the account to be cancelled and backdated to July.
  
  ******************* wanted to know about the equipment.
  
  The customer service agent service advised ******************* that she will be refunded and receive a billing statement for the equipment.
  
  The cancel request for the 425 ****** location was not processed.
  
  On 2/5/2024 ******************* reached out to ADT via online said she was told she would get refunded wanted to know the status.
  
  The online agent assisted ******************* and transferred her to *******************
  
  There are no notes to support ******************* spoke to ****************** once transferred.
  
  On 2/19/2024 ******************* called in said someone was breaking into her home requested for the account for the 146 ******* Gardens location to be cancelled.
  
  The customer service agent assisted ******************* and offered to schedule a virtual appointment and adjust the rate to $19.99 for 3 months.
  
  ******************* declined the offer wanted the account cancelled.
  
  The customer service agent submitted the cancel request and let ******************* know that the current contract does not end until 2026 advised there will be a balance of $1587 remaining for the balance of contract.
  
  We reached out to ******************* to further assist she mentioned she was supposed to receive a refund for the 425 ****** location due to being charged when the account was supposed to be cancelled.
  
  We assisted ******************* and let her know that the 425 ****** location was still active and processed a cancel request for the account and backdated the request to 12/30/2023.
  
  Due to the backdate a credit of $214.51 was applied to the account to cover the months the account was still being billed.
  
  After careful review of the account the 425 ****** location was supposed to be cancelled in September 2023 due to ******************* moving.
  
  We placed a credit of $211 to cover the remainder months.
  
  The balance due on the account is $2806.03 which is the balance of contract fee of $112.60 from the ************************** location,$1197.74 balance of contract fee for the *********************** location and $495.69 remaining for the equipment that was installed at the *********************** location.
  
  We reached out to ******************* to follow up let her know no refund can be given with a balance due on the account.
  
  We informed ******************* that the charge of $308.03 went towards the billing on the account which included the $19.93 charge for the equipment that was installed at the **************** location, $87.88 for the equipment that was installed at 146 Gardens location and $100.11 for the monthly bill for both locations.
  
  We let ******************* know the 425 ****** location was not cancelled until we cancelled the account and backdated the cancel to 12/29/2023.
  
  We advised ******************* the credits that was applied to the account went towards the balance due on the account. 

  Customer Answer

  Date: 04/11/2024

  Dear Better Business Bureau,

  I appreciate your attempts at resolving this complaint. However, contrary to your most recent statement (April 10, 2024), the business  (ADT) has NOT addressed any of the issues within my complaint. Please see my attached document, in which I have stated (once again) my continued questions and requests for clarification, which ADT has yet to address. 

  Sincerely,

  *******************************

  

  Business Response

  Date: 04/19/2024

  In review of the account ******************* was still being billed for the 425 Woburn location until 4/1/2024.
  
  There are no notes on the account to support DIY equipment was sent out to *******************.
  
  On 6/27/2023 a resale was done for the 425 Woburn location.
  
  Based off the review of the account a technician was sent out on 8/15/2023 to check the system due to concerns by ******************* of the system being bypassed.
  
  The technician left notes that he educated the customer on the system.
  
  No other service appointment was scheduled for the account.
  
  On 9/21/2023 ******************* called to cancel the account due to moving.
  
  The account was not cancelled.
  
  On 9/26/2023 ******************* relocated to 146 ******* Gardens and set up service at the location.
  
  On 10/21/2023 the installation took place for the relocation.
  
  Due to the 425 Woburn location not being cancelled the account was still being billed.
  
  The payment of $308.03 that posted on 12/30/2023 went towards the billing on the account and left a credit of $100.11 on the account.
  
  The charges on the account consisted of the $19.93 fee for the installment plan for the equipment for the 425 Woburn location, $87.88 for the installment plan for the 146 ******* location and $100.11 for the service fee for both locations.
  
  On 2/19/2024 ******************* called to cancel the 146 ******* location said someone was breaking into her home.
  
  The customer service agent assisted ******************* and offered to schedule a virtual appointment.
  
  ******************* declined the virtual appointment.
  
  The customer service agent submitted the cancel request and let ******************* know that the current contract does not end until July 2026 and there will be a balance of contract fee remaining.
  
  The balance of contract fee for the ************************** location posted on the account in the amount of $1112.60 on 2/19/2024.
  
  The billing charges for the 425 Woburn location were still being billed to the account which caused a balance of $330.35 to be applied to the account and the balance due was $1443.13.
  
  The cancelation for the 425 Woburn location was backdated to 12/29/2023 instead of 9/21/2023.
  
  The backdate to 12/29/2023 generated a credit of $214.51 on the account.
  
  To cover the remaining months for the backdate a manual credit of $211 was applied to the account.
  
  The balance of contract fee of $1197.74 posted to the account for the 425 Woburn location and the equipment fee of $537.92 also posted to the account which made the balance $3178.79.
  
  Once the backdate credit of $214.51  and $211 posted to the account it reduced the balance to $2806.03.
  
  We reached out to ******************* to further assist and explained the balance due on the account to her.
  
  No refund will be given due to there being a balance due on the account.
  
  The credits went towards the balance due on the account. 

  Customer Answer

  Date: 04/19/2024

  I received your notification of 4/19/2024. However, it is incorrect. For the record, please correct the third line as follows:

  This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as "Not Answered - the business (ADT) did NOT address the issues within the complaint, and the consumer remains dissatisfied"

  I want the record to be truthful, accurate and correct. For you to state that "the business addressed" any of the issues I raised is not correct. In fact, to the contrary, ADT responded with vague, deceptive, and outright false statements to every single issue that I raised. Nothing has been resolved, and I want the record to be accurate and true, so that other consumers are aware of ADT's manipulative, fraudulent deceptive business practices.

  If you are unable to do so, please contact me at *******************. 

  Thank you,

  *******************************