Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,901 total complaints in the last 3 years.
- 3,666 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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,
*******************************
Initial Complaint
Date:03/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I scheduled to have security cameras put up at my residence on 12/5/23 me and my wife agreed that the cameras and quality wasnt what we were expecting so we immediately called the same day to let them know we didnt want the cameras they informed us that someone would be contacting us so a day went by we made several other calls they gave us the run around so we uninstalled the cameras ourselves put then back into the original boxes and took them back on 12/7/23 at the ********* location they checked the cameras and scanned them back in and informed us that we would receive a full refund of $783.65 within 3-5 days we waited that never happened upon calling them several times and they were very rude and nasty towards us then we were told that the cameras wasnt returned within the 3 days and we told them yes they was and we had the paperwork to prove it then from that they said that they credited to the account which I informed them we didnt want that because it automatically comes out monthly from my wifes account I even reached out to the head office in the ******* office he was very helpful he put in a request 2 different times for the money to be refunded to my card but they just kept coming up with different excuses we even went to the local office several times the lady literally looked at us and would not come to the door to speak with us they lied to us saying we had 3 days when infact the return policy is 30 days money back guarantee its now 2/3/24 and the refund hasnt been put back into my account yet its been very stressful to work hard as we do for our money to just be stolen from us on top of that we have little kids to raise Im shocked and in disbelief that a company this big would treat customers in such way and lie to them just to trying keep money its really frustrating its been as long as its been and I havent got my money back yet but In all due respect by no means will I let this go Im not being robbed of almost $800Business Response
Date: 03/14/2024
After viewing the account, it appears the customer returned equipment and is requesting for a refund. We contacted the customer and he advised he returned all the equipment to the ADT office. ADT adjusted the balance on the account because the equipment was returned. The customer had questions regarding a refund. We are still working with the customer regarding a resolution.Business Response
Date: 03/29/2024
After viewing the account, it appears the customer returned equipment and is requesting for a refund. We contacted the customer and he advised he returned all the equipment to the ADT office. ADT adjusted the balance on the account because the equipment was returned. On 03/28/2024, we submitted a refund in the amount of $783.31 to go back into the card on file.We contacted the customer on 03/29/2024 and left a message on the voicemail.Initial Complaint
Date:03/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We tried to cancel the service in 2020. Everything has been unplugged for years, which shows you how much a security service ignores offline or malfunctioning devices. It is intentionally difficult, in our case impossible, to cancel service. We would like to finally cancel the subscription and have a refund.Business Response
Date: 03/13/2024
We reviewed the account and confirmed that Mrs. *** had the system installed on 2/24/2018.
There are no notes on the account to support Mrs. *** called in 2020 to cancel the account.
On 3/7/2024 Mrs. *** called in to cancel the account.
The customer service agent assisted Mrs. *** and submitted a request for the password to be sent out in the mail to Mrs. *** due to Mrs. *** not providing proper authorization for the cancel request.
We reached out to Mrs. *** to further assist and did not get a response.
We will assist Mrs. *** once we get a response.Initial Complaint
Date:03/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ADT Security Services has been billing me/my property for over a year now even though I never signed up for their service. I have had my representative call, mail and now got an attorney per attached documents since now they sent this fraudulent bill which changes amount to a collection agency. They have also received a copy of the attorney letter to ***** and Desist as after a year and many other contacts with them and they have never stopped harassing me for a bill I don't owe. I did not live there for a period of time though they cannot collect from me for anyone else as there's been numerous people in the home at different times. I am in my 80's, have leukemia and have never signed with any alarm company in my life.I am having someone do this for me as I do not do anything online as I am not aware of the process nor have, I ever signed on for anything online.Please help me with this fraudulent company and their collecting agency to stop harassing me. Thank you so much for your help.Business Response
Date: 03/06/2024
ADT has reviewed ******************** account which indicates that ****************** entered into a 24 month agreement with ADT in March of 2022. ***************** last made payment on her account in June of 2022 and the account was cancelled for non-payment in November 2023.
In light of ******************** current circumstances and as a gesture of good will, ADT has waived her past due balance and recalled the account from collections. ADT did attempt to reach ****************** on 3/5/24 and 3/6/24 to advise of the actions taken and left voicemails on both occasions.Customer Answer
Date: 04/02/2024
Hello, yes I am satisfied with the outcome. Thank you so much for your help, *******************************.Customer Answer
Date: 04/03/2024
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.Hello, yes I am satisfied with the outcome. Thank you so much for your help, *******************************.
Sincerely,
*******************Initial Complaint
Date:03/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called to CANCEL ADT ************* on January 24, 2024, I was on hold for 45 minutes and the entire process took over an hour. Since January 24, 2024 I have had 2 charges from ADT on my account, on 1/29/24 I was charged 9.99 and on 2/29/24 I was charged ***** by ADT. The customer service rep at ********************** can see that I cancelled on her computer screen but she cannot close my account and said I need to call back on Monday when the office that handles cancellations is open. How many times do consumers need to call to cancel and how many hours to we need to spend fighting to cancel and fighting for our refunds?Business Response
Date: 03/12/2024
We regret any inconvenience the customer experienced &apologize for their frustrations.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.
ADT has closed the account, effective 1/24/24. A refund for $26.90 has been processed.Initial Complaint
Date:03/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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: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: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: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: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,
***********************
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