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

  
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  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
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  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
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  ADT Security Services

  1809 Olde Homestead Ln Ste 103 Lancaster, PA 17601-5957

  
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  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

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:03/01/2024

  Type:Customer Service 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.

  This Past November I mailed a letter To ADT canceling service for both my home and business address. My wife has called then several times, as have I. phone calls are promptly answered, when they discover I am trying to cancel my service I am transferred to sales, this is typically a short wait time. ***** tries to sell me on a new product, when we insist we are just trying to cancel, they say this is the wrong department and transfer again. typically this is a 30 plus min wait before they disconnect the call. approximately two weeks ago my wife was able to get through and cancel the home service, when we tried to also cancel ******************** we were told that we could not do so because the person responsible for that had left for the day. to date they have overcharged me $180.00 and I have recieved notice that they plan to charge my account an additional $60.00 on March 14.

  

  Business Response

  Date: 03/05/2024

  Upon review of the account the customer has a residential and business account. *********************** Incident History confirms the customer called in to initially cancel in January, not November. The Residential account at *******************************. was properly terminated. The business account was never mentioned, nor was that account which is a separate billing number ever requested to be canceled. The business account located at ****************************************************** was still in contract until June of 2024. However, in order to de-escalate the situation, ADT agreed to cancel and release the customer from the business contract without penalty. ADT cancelled the account and backdated,waiving $138.38 in the process to bring the balance to zero. The customer, *************** was contacted via email and accepted this 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.
  

  While i am satisfied with the resolution, i disagree with the statement that they were not notified until January and that the buisness account was never mentioned. thank you for your help in resolving the matter.  

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

• Initial Complaint

  Date:03/01/2024

  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 called to cancel my service with ADT in January, 2024. Their representative explained the cancellation department only worked 3 days a week and not on the day I called. I received a call back the following Monday and cancelled my service. We were charged a month's service in February. I called and spoke to a billing rep. *** informed me it took 30 days to cancel due to their duty to contact the police and our insurance company. I was not informed of this policy during my previous conversations. I was assured no further charges would occur. On March 1st another automatic payment was taken from my account.

  

  Business Response

  Date: 03/02/2024

  ADT has placed a credit for *********** and the pro-rated charge for Feb ******************************** the amount of $67.51 - ADT has also requested a refund back to the customers **** card on file in this amount. Customer was contacted by ********************** via phone and accepted this resolution.

  

  Business Response

  Date: 03/04/2024

  ADT has placed a credit for *********** and the pro-rated charge for Feb ******************************** the amount of $67.51 - ADT has also requested a refund back to the customers **** card on file in this amount. Customer was contacted by ********************** via phone and accepted this resolution.

• 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.

  On 3/1/2024, 0815am I call ADT customer service to cancel my service due to moving away oversea with military. Last statement paid on 2/27/2024 for service to 3/25/2024, which I told customer service we can complete the service as I move out 3/25/2024. ***************** stated they require ***** process time, and I will be charge. 3/26/2024-3/31/2024. I told customer service, if it's the contract I will be fine. Can she tell me which section of contract it is in. **************** refuse stating she does not have information to the contract. I reply, she does not have information to contract but she is quoteing the contract?? and I ask to speak with supervisor. **************** refuse, and told me to look up myself. I asked for the name but customer service lady refuse to provide, then hang up the phone.

  

  Business Response

  Date: 03/05/2024

  ADT spoke with the customer and apologized for their experience. Appropriate coaching opportunities will be implemented with the agent involved. We advised the customer that the account is pending cancellation and the effective date would be 3/25/2024 as they have paid for services up to 3/25/2024. A copy of the agreement was also emailed to the customer for their records as well. 

• Initial Complaint

  Date:02/29/2024

  Type:Product 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've had several events where my alarm has activated & never received a call notifyingme of this event. The only response was an outdated email. I've also had several security breeches where "Before" ADT agents identified who they are speaking to they gave out sensitive information. I've reminded the agents that they represent a "Security" company & should NEVER give out sensitive data unless the person calling in has been "VERIFIED" with a passcode! AND NEVER OFFER ADDRESS OR CONTACT INFORMATION TO SAID INDIVIDUALS. The next time this happens will be a serious matter to my safety.

  

  Business Response

  Date: 03/08/2024

  We were able to speak with ****************** regarding his concern. His complaint was that he had several alarm events occur and ADT emergency dispatchers did not contact him. Also, when ****************** calls into ADT customer service, he is not happy that customer service agents are asking him and not him asking the agents his address and phone number.
  
  The alarm events described by ****************** was due to a programming issue that he corrected himself already where when one door was opened, the alert on his system would trigger for a completely different door.These types of events, if the alarm system is not armed, will not trigger an alarm signal for an ADT dispatcher to contact him.
  
  We also addressed the verification process for ****************** and stated that when he calls into ADT, his number will automatically pull up his name, phone number, and address and the customer service agents are simply verifying to make sure they are speaking with the correct person and have the correct account pulled up in front of them.
  
  As a courtesy, we provided a two-month credit to his account.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21253842

  
  I have asked ADT to NOT give anyone my personal information but the continue to give my personal information to anyone who calls.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/22/2024

  We have addressed the verification process for ****************** and stated that when he calls into ADT, his number will automatically pull up his name, phone number, and address and the customer service agents are simply verifying to make sure they are speaking with the correct person and have the correct account pulled ** in front of them. The is ADT's process when a customer calls in for assistance.

• Initial Complaint

  Date:02/29/2024

  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 had ADT for two years. I cancelled the account due to selling my house to live with my caregiver in *********************************************************************************************************** signed a new contract. I was under the assumption it was a year contract but now I am being sent to collections for approximately $800.

  

  Business Response

  Date: 03/13/2024

  We reached out to the customer and apologized for any frustration endured with the service. After review of the account, we explained the 36-month contract of service started on 06/22/2022 and ends on 06/21/2025.We also explained, there is no record of any documents or any further agreements reflecting the service was only going to be a 12-month agreement.After further review, we explained the contractual agreements are emailed to the customers personal email through a docusign document, which the customer must log into their email account to be able to review and sign. We explained the contract was emailed to ************************,which we have record of when the document was sent, viewed and signed. We also explained the options of being released from the early termination fee balance of $840.76, since the 30-day account cancellation was submitted on 02/29/2024 and the account cancels completely on 03/29/2024. The first option is, since the customer has sold the home if the new owner signs up for new service with ADT, we will waive the contract balance based on new service being started at the address. The second option is, the customer can relocate service to the new location, and we would waive the early termination fee balance based on a new contract is being activated, but the customer informed she has moved in with her caregiver. As a goodwill courtesy to help the customer, we offered to discount the final balance from $840.76 to $400.00. The customer accepted the credit adjustment offer, which we have updated the account to reflect the new balance of $400.00. The customer is satisfied with the resolution. 

  Customer Answer

  Date: 03/13/2024

   
  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:02/29/2024

  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.

  ADT client information is incorrect.1. ADT is only relying upon ADT records, which have inadvertently or deliberately ignored my repeated telephone calls to their c/s and cancellation telephone departments, and my **** and online notices which I documented in previous letters to ADT.2. ADT are also ignoring the fact that the system was replaced on August 14, 2023. During two calls, after this date, ADT c/s persons attempted to connect to the system in August and September, only to report that it was 'working correctly.' [An obvious failure or mis-statement since the ADT system had been removed and replaced by TMC, using a different connection technology.]3. ADT's decision to cancel the account in October of 2023, came about only because of my refusal to pay ADT inaccurate invoices - after six phone calls and three electronic notices to ADT, and a phone call from an ADT executive asking me about my system.I refuse to pay ADT for the time period following my repeated complaints about the poor system connectivity, nor for the extremely long wait times while trying to reach ADT c/s and cancellation departments.I have agreed to pay ADT for the services provided prior to my requested cancellation in June, 2023, or following the period after August, 2023 when the ADT system was removed and replaced.ADT refuses to provide corrected invoices.ADT's inadequate customer service phone system, and their failure to cancel when I finally reached their cancellation personnel, are responsible for their billing errors.I've provided a corrected billing log to ADT. I will pay only upon receiving a corrected invoice from ADT.I will not waste more of my time calling ADT's time-delayed c/s phones. ADT should resolve this problem and deliver a corrected invoice. ADT can respond to my email responses, call me.

  

  Business Response

  Date: 03/06/2024

  Upon reviewed of the customers account, ********************** spoke to the customer and offered to waive the $144.98 account balance, out of courtesy, and the customer accepted the offer. The customer now has a $0.00 balance with **********************.

   

  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 partially satisfactory to me.  ADT also agreed to stop their collection agency action.  However, ADT has not yet changed their ''late payment'' reporting to 3 CREDIT AGENCIES.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/13/2024

  Upon review of the customers account, the customer has a $0.00 balance with ********************** and has been satisfied with the collection agency. ADT spoke to the customer and made aware, today. The customer stated he would contact the credit agencies to dispute it.

• Initial Complaint

  Date:02/29/2024

  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 is not providing the services that they promised. We installed two cameras with them on our Airbnb property. There has been 4 malicious incidences, that are damaging our ratings and our guests are not happy. We have tried to call ADT several times. All they said was that we need to get a technician out and we need to pay for him/her out of pocket and they may not even be able to do anything. When asked what is causing this they stated that they dont have a clue. We also made a complaint with them and was told that the manager will contact us in the next 24/48 hours. That never happened, we are in the second week of waiting. The camera is not recording incidences and therefore we cannot even go to the police and get this taken care of, it keeps happening, as we mentioned this happened 4th time now. The incident that keeps happening is that someone comes to our property and leaves hot tub lid open. The water evaporates and gets cold. This damages the unit and our ratings which means we are loosing business. The cost of the hot tub is around $4000 and if this keeps happening the replacement will be needed. This is our livelihood and this is exactly why we got their services in the first place. We are very disappointed and need not only answers but also solutions!

  

  Business Response

  Date: 03/11/2024

  There was a service appointment completed to resolve the service-related issue. I followed up with **************** he stated everything was resolved. He also wanted to note ADT should've made them aware of the firmware update that was needed. I also placed a $60 credit for the video downtime. 

• Initial Complaint

  Date:02/29/2024

  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.

  We've had this service with ADT since around November 2021. It's includes a fee for the equipment and a fee for the monitoring services. The monitoring services are supposed to include being able to record from all 3 cameras.The fee for the equipment is around $22 and the fee for the monitoring/recording services is around $62 a month. I noticed in January that some of my cameras were not recording and it had been that way for over a month. I contacted ADT at the end of January and made them aware that they hadn't been providing all of my services for over a month. Every time I talked to a different representative, I got a different story. I had several IT agents try to fix the problem remotely. When that didn't work, they sent someone out to my house. The person claimed there was nothing wrong with the cameras, and they magically started recording again. Now, here we are at the end of February and some of the cameras haven't been working in over a month. I've tried speaking with representatives. I'm told I'll get credit, but then I don't get the full credit that I'm told so I have to call back. Then they tell me they can't give me full credit because since they say nothing's wrong with the equipment, they can't wave the equipment charges. Now I'm having a supervisor tell me because they're providing some of my services, they're not in breach of contract. Even though they're not providing all of my services There is supposed to be another agent come out and look at the cameras, but that's not gonna be until next week. At this point I'm trying to just cancel my contract without a penalty because they're not providing all of my services, they're not able to permanently fix the issue, or I'm getting the run around on answers.

  

  Business Response

  Date: 03/05/2024

  ADT contacted ************************ on 3/4/24. ************************ expressed a desire to cancel service with no penalty due to her cameras not recording. ADT has advised that should she cancel service, the balance of her agreement with ADT would be due should she elect not to allow ADT to service the cameras. ADT has issued a two month credit to Ms. *********** account. An ********************** service technician visited her site on 3/5/24 and corrected the issue with the cameras. 

• Initial Complaint

  Date:02/29/2024

  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.

  This company makes it impossible to cancel. When you call to terminate service they leave you on hold till youve wasted a significant amount of time and then they disconnect the call. When you use a different phone number and they recognize that you are trying to cancel from a new number the antics resume. You can speak with as many people as youd like but the end result is alway to wait on hold and eventually be disconnected! This is an unacceptable practice made worse by the failure of products and unwillingness to make it right only weeks/month into service. We have been paying for monitoring for almost 2 years with the inability to set the alarm for nearly the entire time due to entry door sensors failing repeatedly. Waist of money. Makes canceling ******* feel like a vacation!

  

  Business Response

  Date: 03/08/2024

  We attempted to contact the customer by phone but were only able to leave voicemails. We also emailed the customer but have not received a return response. We also do apologize for any frustration or inconvenience endured with the customer trying to cancel the service. After review of the account, the customer began service under a ******** agreement that started on 05/03/2022 and the term ends on 05/02/2025. After further review, there is record the customer spoke with our ****************** Team on 03/07/2024 to save the customers from cancelling, which they offered scheduled a free service call that was scheduled for 3/11/2024 to address the customer system issues and also provided a reduce rate for 6 months. The customer did accept the offer and the cancellation of service was not submitted. If the customer wishes to cancel the service before the end of term, per the agreement terms,the customer is responsible to pay early termination fees for 75% of the remaining agreement term. In order to cancel the account, we must speak with the customer to obtain the verbal password to submit the request. At this time,we are closing this case due to no response from the customer.

• Initial Complaint

  Date:02/29/2024

  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 called ADT to upgrade my home alarm to include a more up to date monitoring system and panels. I have been a customer with ********************** since 2010 and I've also used them for my business since 2016. In summary they'd installed glass break sensors that get triggered simply by the dog's loud barking. I had asked my sales person if the dog was going to cause that but he assured me it'd be fine. I purchased 7 units costing more than $600.I called ADT several times to fix the problem before deciding to return the sensors. The last technician who came out, including the customer service agent, told me to call the ADT sales **** to ask for a return label to ship the unwanted items back for a full refund. I've now called more than 4 or 5 times to try to resolve this issue. Each time I've had to spend more than ***** minutes being passed on from one **** to another. The last person said she'd be sending a label out via email and that has not happed either so I'm going to have to call again and waste more of my time being passed on.

  

  Business Response

  Date: 03/11/2024

  ADT has removed four glass break detectors from the system at ************************ request. ADT is working to adjust the installation pricing with the four detectors removed.