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, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  
• 

  ADT Security Services, Inc.

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

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  ADT Security Services

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  

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: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. 

• 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,
  
  ************************