Complaints

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

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

  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:03/02/2024

  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.

  Recently, I underwent a change in internet service providers, prompting the need to adjust the settings of my security system accordingly. However, when I contacted ADTs customer service for assistance, I was informed that it is MY responsibility to disconnect the wiring, REMOVE the camera from the rear of my house (near the *****), and REINSTALL it after making the necessary changes to the Wi-Fi settings, or I would have to pay a service call. I explained to customer service that I am handicapped Upon inspecting the installation, I noticed several aspects that seem concerning and potentially not in compliance with city electrical codes. Specifically, I observed that the wiring was strung across the attic opening, which raises safety and asthetic concerns. Furthermore, it appears that a hole was punched through the garage ceiling, and some form of extension cord was routed through this hole and plugged into the outlet used by the garage door opener. I have limited expertise in electrical matters and this setup seems unconventional and raises doubts about its safety and efficacy.To provide clarity and address these concerns, I have attached photos illustrating the aforementioned issues. I kindly request that you review the installation to ensure it meets the required standards and discuss any necessary adjustments or corrections that *** be needed. I simply asked customer service to fix the issues and change the wifi setting since I wasnt left the box for the ****** Nest Camera with identifying information, I was only left the box for the ****** doorbell. ADT initially installed their own ADT camera after I was promised a ****** Camera, which they came back and replaced but I again wasnt left the original box. The customer service agent mentioned theres a number on the camera, but there isnt. I had someone look. ADT should correct issues, since it was not properly installed. Changing WiFi settings on a hardwired device is not consumer friendly as well.

  

  Business Response

  Date: 03/08/2024

  Upon review of the account, ************************** admits that he changed internet service provider for his home. Under section 12 of ADTs terms and conditions, its a warranty exclusion if a customer disrupts the internet provider. Therefore, quoting the customer charges for a technician was accurate Standard Operating Procedure on ADTs Part. In order to try and get around the need for a technician, ADT attempted troubleshooting instructions that we would give to any customer. When ********************** contacted **************************, he mentioned having recently had ankle surgery and did not feel safe on a ladder. ADT has agreed to send a skilled technician out to the customer at no cost. An appointment has been made for next Saturday 3/16/24. The customer is a schoolteacher and preferred a weekend or evening, this was the first appointment available that met the customers needs. The expectations of the ADT technician are to first get the cameras reconnected properly, next they will address and relocate the wire going across the attic access. The technician will check and confirm that the plug by the garage door outlet is properly to code and adjust it if it is not. The technician will also get the needed number/identifier off the camera so that if the customer needs to update his internet again, he can re learn it to the system without needing to get on a ladder. ************************** has accepted our resolution. An ADT Corporate representative will follow up with him after the appointment to make sure all goes well. 

• Initial Complaint

  Date:03/02/2024

  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.

  ADT has charged me for a cancellation fee of $844.76. I cancelled my service after numerous issues with this company. First horrible install experience. Second they raised the monthly rate without notification. Third their equipment is not user friendly, simple changing a ************ and you need to pay a technian to come to your house to reaquire your equipment.

  

  Business Response

  Date: 03/14/2024

  The charges are valid. The customer declined **********************'s offer for a free service tech to come out, declined all offers presented.  The customer is not due any refund.

• Initial Complaint

  Date:03/02/2024

  Type:Sales and Advertising 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 received an email from ADT security services on 11 February 2024 stating my bill for $1,786.79 was past due. I called to inquire about the reason for the charges as I had just paid the remaining balance for equipment on 19 January in the amount of $1,719.59 prior to relocating from ********, ** to *******, ** on 28 December. This was a required move as an active service-member in the *** Army on orders for a permanent change of station.I was informed by the representative that this charge was an error for early cancellation of my contract. I relocated my services and remained an ADT customer. I was instructed to contact the billing department to correct the problem. The representative in billing told me he had submitted the reversal of charges and that no deduction would be taken from my account for that amount.Today $1,786.79 was deducted from my checking account which I was told would not happen.

  

  Business Response

  Date: 03/04/2024

  We reviewed the account, and the cancellation fee was indeed waived but the payment of $1,786.79 was scheduled to come out on 2/29/2024. ********************* advised us that he disputed the amount with his bank, and they are returning the funds to him already. ********************** is satisfied now that the balance is removed and will not be charged again.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21374546
  
  I am rejecting this response because an email (see attached) was received from ADT security services that an additional attempt to withdraw the funds was made and payment declined on 6 March 2024. 
  
  I requested that my payment information be removed from my account with ********************** so that I may setup bill pay through my bank due to the consistent errors. This notification on 06 March still holds the last 4 digits of my checking account.

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

  

  Business Response

  Date: 03/11/2024

  We have confirmed the payment method information was removed as of 3/4/2024. What had occurred was that the payment was already scheduled to come out prior to our conversation that day. We do apologize that the scheduled payment attempted to still take place as removing the payment method does not stop pending withdrawal attempts. This would explain why on 3/6/2024 that the payment was declined.

  Customer Answer

  Date: 03/11/2024

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

• Initial Complaint

  Date:03/02/2024

  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.

  I spent over three months, many hours and additional cost for technical support to activate the system. It never could be activated even with discussions with five technical support groups within ADT. I requested my money back on the equipment it was approximately $450. But I was told that that was not possible because the contract indicated I could only have my money return within 30 days of signing the contract. However, the system could never be activated in the company kept stringing me along with additional technical support. I also wasted $500 in my own money to pay a technical expert since the ADT experts indicated, the problem was in my network. I would like to request ADT acknowledge that the system was deficient. Please note that they sent me three separate monitoring hubs none of which worked in my home. I also would like them to pay for the technical expert I had to bring in which failed to bring the system into a working condition. I have over $900 wasted with ADT, who never honored their commitment to bring the system into an operating mode.

  

  Business Response

  Date: 03/15/2024

  We have attempted to reach out to **************** regarding his concern. We have called and left our direct contact information and we have emailed him as well. We are awaiting his response and will provide a resolution once he has communicated back to us.

  

  Business Response

  Date: 03/18/2024

  We were able to communicate with **************** regarding his concern. His complaint was he had issues with the self-setup alarm equipment and wants to return it and be refunded for it. **************** had been sent several replacement keypads to try and correct the issues.
  
  **************** confirmed with us that he returned his equipment and has already switched alarm companies. We have cancelled his account as of today, 3/18/2024 and will waive any cancellation fees owed and refund any charges made on his account.

  Customer Answer

  Date: 04/16/2024

  I am not satisfied with the response. Because of the difficulty in getting the system to work on the advice of ADT technicians, I hired my own technician. He was not able to connect the system even working with the ADT technician. Based on ADTs advice, I incurred about $400 in cost for the technician I employed. Also, in terms of the, returned equipment I am still owed about $100. So overall, I am asking for reimbursement of $500 of out-of-pocket expenses because of the failure of the ADT system.

  
  

  I should also point out that I have wasted many hours with multiple phone calls with ADT trying to get the system to work . They are not able to correct the situation. 

  

  Business Response

  Date: 04/25/2024

  In review of the account, we confirmed that **************** ordered the equipment on 12/6/2023.
  
  The equipment was delivered on 12/11/2023.
  
  On 12/19/2023 **************** called in wanted to know how to add the sensor to the system.
  
  The customer service agent assisted **************** and let him know he would have to create an account on the ********************** Plus app.
  
  The customer service agent offered to assist **************** with setting up the system. **************** said he was not ready to set the system up.
  
  On 12/22/2023 **** ****** called in needed help with connecting the Hub to his Wi-Fi.
  
  The customer service agent assisted **************** and did some troubleshooting to get the Hub connected.
  
  The troubleshooting did not work. The customer service agent submitted a request for a replacement Hub to be sent out.
  
  On 12/27/2023 a ordered was created for a Hub for a replacement Hub to be sent out to ****************.
  
  On 1/5/2024 a return label was created and sent to *************** for him to return the Hub.
  
  The replacement Hub was delivered on 1/3/2024.
  
  On 1/4/2024 **************** called in said he was getting an error message when trying to connect the Hub.
  
  The customer service agent assisted **************** and did some troubleshooting to connect the Hub and the Hub did not connect.
  
  The customer service agent advised **************** that the issue would be escalated.
  
  On 1/5/2024 a manager reached out to **************** and did some troubleshooting to connect the Hub and the Hub would not connect.
  
  The manager advised **************** and let him know a replacement Hub will be sent out.
  
  On 1/10/2024 a return label was created and sent to *************** for him to return the Hub.
  
  The replacement Hub was sent out on 1/12/2024.
  
  On 1/23/2024 **************** called in wanted to get assist to connect the Hub.
  
  The customer service agent assisted **************** and did some troubleshooting to connect the Hub.
  
  The Hub did not connect. The customer service agent scheduled a virtual appointment for 1/23/2024.
  
  There are no notes to support a virtual agent reached out to ****************.
  
  On 2/15/2024 **************** called in to cancel due to the system not working.
  
  The customer service agent assisted **************** and offered to schedule a virtual appointment and place a credit on the account.
  
  **************** declined the offers. The customer service agent submitted the cancel request.
  
  Based off the review of the account, there are no notes on the account to support **************** had to hire a technician.
  
  No reimbursement will be given.
  
  The refunds of $187.49 and $166.53 was processed on 1/17/2024 and 3/6/2024 for partial return of the equipment.
  
  We reached out to **************** to further assist and did not get a response.
  
  We will assist **************** as needed once we get a response. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21374464
  
  I am rejecting this response because: It does not represent the situation accurately. I was advised by ADT to bring in an outside technician since they were unable to make my system work. Further, all items that I pre-paid for were return to ADT with the exception of an ADT sign that could not be returned because of its size. 
  I am Very disappointed that I have wasted so much time and effort with ADT Without any apology Or compensation for the money I spent to correct the problem. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/01/2024

  Type:Product 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.

  ADT want me to pay$229 for 7249 *********, ******* ** ***** and $554 for ************************************************* to cancel services. Had service many years.

  

  Business Response

  Date: 03/05/2024

  ADT has connected with ****************** and we have  agreed to waive the cancellation fee on each location.    

  Customer Answer

  Date: 03/05/2024

   
  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:03/01/2024

  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.

  So I called the company to cancel my service because it was inoperable . The person I spoke with on the phone advised me that they would send a tech out to fix everything at no charge. On 3/1 a tech by the name of ****** arrived and fixed everything after approx 6 hours. He said the system was not properly installed from the beginning which is why we were having the issues with the system.. Upon completion of the work he advised me there was a charge of $423. My issues is 1. I was told it would be repaired and never told there was a charge. 2. I would think before ****** started the work he would have advised there Is a charge. At no point did he explain the charges to my wife or mother in law. I asked him why he didn't explain this and he told me it is the job of the person on the phone to tell me this. He reached out to his manager based on the fact that I was not told about the charge, and told me his manager agreed to put it on the bill and to call customer service to dispute. The proceeded to have the nerve to tell me about a survey I will be receiving. And to take into consideration this is about him not the issue with billing. I tried to call customer service and they said there is nothing they can do because ****** should have explained this to me. My phone number associated with the account is ********** or ********** and address *********************************************.

  

  Business Response

  Date: 03/05/2024

  After reviewing the account, it appears the customer was charged for a recent service appointment. ADT scheduled a service call for 03/01/2024 and has repaired the system.  We contacted the customer, and he advised the technician didnt tell him about the charges until after the job was completed.We apologized to the customer and offered to waive the charge as a goodwill. We credit the account $428.90 and reduce the monthly rate to $44.99 a month. The customer was satisfied with the resolution.

  Customer Answer

  Date: 03/05/2024

   
  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:03/01/2024

  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.

  ADT do not have signed documents for The year 2024 they are asking for payment for service I didn't Agree to They take people back and forth They Are Ripping the public off its not right I payed for service I agreed to I tried to talk with them so this is the next step thanks

  

  Business Response

  Date: 03/11/2024

  ADT received authorization from ********** and the services have been cancelled effective 2/06/24 the date ********** inquired about termination of services.

  Customer Answer

  Date: 03/19/2024

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

  Thanks for helping me settle this process
  

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

• Initial Complaint

  Date:03/01/2024

  Type:Product 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 am writing to file a formal complaint against ADT Security Services regarding the issues I have encountered since re-signing with ADT on November 1, 2023. The transaction in question involved an installation fee of $1331.79 spread over 24 months, as outlined in the contract provided by ADT. Additionally, a recurring monthly service fee of $42.99 was anticipated for the services rendered.One of the key promises made by ADT in the advertisement on their website was the assurance that, within six months post-installation, any concerns pertaining to the installation service would be meticulously addressed. Furthermore, the commitment was to refund the installation charge and monitoring fees if issues remained unresolved after attempted resolution.The predominant issue I am currently facing involves the reception quality of three older devices supplied by ADT. Despite being in closer proximity to the router, these devices experience poor reception. On the contrary, newer devices located farther from the router exhibit better connectivity. Upon raising this concern with the ADT customer service department, I was advised to purchase a router extender to rectify the issue. I firmly believe that this responsibility falls under the purview of ADT to ensure proper functionality of the provided equipment.I have made attempts to resolve this matter through direct communication with the ADT team; however, the proposed solution does not align with the assurances provided in the contractual agreement.

  

  Business Response

  Date: 03/13/2024

  I spoke to *********************** on 3/4/24 and I scheduled an appointment to add the Wi-Fi extender to assist in the connectivity issue.
  I left a message on 3/7 to follow up after the appointment.
  I sent an email on 3/8 to follow up after the appointment also.
  I left another message on 3/11 but never received a follow up from the customer.

  

  Business Response

  Date: 03/15/2024

  The customer returned our email and she requested downtime credit for video services. We place a credit on the account of *****.

  Customer Answer

  Date: 03/18/2024

   
  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:03/01/2024

  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.

  ADT Disconnected my security system for non-payment without providing any notice, of disconnection. After they disconnected my service, They were not able to reconnect my system the same day, they sent a tech to reconnect my system the next day, leaving my family and myself unprotected for the time frame. The tech also was unable to reconnect my original system, stating that ADT no longer supports the software that's installed in my house, (PULSE), and that I need to purchase new software ($800) in order to be able to access my alarm with my phone. ADT originally charged me over $1000 to install the **************, which was working fine before disconnection, then 3 days later ADT rep tells me ADT doesn't support it anymore, and tries to upsell me new equipment. This is not ethical, and seems like a scam to force their customers to purchase their new equipment. I called ADT today, and rep stated that they still have many customers that still use PUSLE system.

  

  Business Response

  Date: 03/13/2024

  Upon reviewed of the customer's account, ********************** spoke to the customer, and the customer stated that a technician told him the ************* couldn't be reactivated. ADT advised the customer that ********************** would check with the local branch and would follow up with the customer. ********************** reached out to the local branch and was advised that this really should be a fairly simple fix.ADT is still waiting to hear back from the local branch regarding to next step.

  Customer Answer

  Date: 03/14/2024

   
  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,
  
  *******************************

  

  Business Response

  Date: 03/14/2024

  ADT spoke to the customer yesterday and scheduled a service call appointment to get the ************* reactivated. ADT followed up with the customer today, and the customer confirmed that the ************* has been reactivated.

• Initial Complaint

  Date:03/01/2024

  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.

  ADT refused to discontinue services even though I have now requested they do so several times, by phone and by writing. Each time I call I'm told to email a request in writing. I do so, and they tell me I have to call. Everytime I try to tell them I've already done both and am getting the run around, they just send me a pre packaged response that includes no new information. This is obviously a tactic to keep collecting my money even though I am well outside my contractual obligation.

  

  Business Response

  Date: 03/08/2024

  We attempted to contact the customer by phone three times but were only able to leave voicemails. We also emailed the customer but have not received a return response. We apologize for any frustration or inconvenience the customer has endured with trying to cancel the service. After review of the account, the customer sent in an email requesting to cancel the service to our **************** Team on 02/27/2024 and the customer was informed she needed to speak with our ****************** Team to submit the request. We do apologize, but in order to cancel the service we must speak with the customer verbally to obtain the verbal authorization password on the account, or we can accept a letter requesting to cancel the service. If the customer chooses to send in a letter, the letter must include a handwritten signature to confirm the cancellation request is being authorized by the contracted customer. The customer can also send the signed letter requesting to cancel the service to the email address from Corporate that emailed her, and we can assist with cancelling the account that way also. At this time, we are closing this case due to no response from the customer.