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

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

  
• 

  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

• 

  ADT Security Services

  5001 Howerton Way Ste A Bowie, MD 20715-4459

  
• 

  ADT Security Services

  50 Republic Road Melville, NY 11747-4215

  

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: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. 

• 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 first complained about ADT to the BBB last year.In November of 2022, my temporary door blew open. No motion alert from ADT, no phone call, nothing. **** immediately sent me "front door open" notification and the dispatch offered to call the police. Four police officers, including a police K9, walked through my house. Once again, no motion alert from ADT, no phone call. Needless to say, I had no intention of keeping the service that 5x as much as Ring and obviously doesn't work. (This incident doesn't include the handful of times that my contractor locked himself out, popped the window screen to walk through the living room to the front door to unlock it)I literally spent all of 2023 trying to cancel the service. The code needed to cancel was my friend's name and the ADT agent's purposefully were trying to make me guess a number, so I would answer incorrectly , and not be able to cancel a service that doesn't work.The first time I contacted the BBB, ADT LIED and responded that I never contacted them to cancel. That is a bad lie, considering even their own employees pulled up my call log and my phone has a call log, as well as screenshots of me chatting with ADT.I should not be charged a $300 cancellation fee when I was corned into paying $60 a month for over a year. ADT should deduct the $300 from the $820 they deducted while cornering me to stick with a security system that is basically indoor decoration.

  

  Business Response

  Date: 03/05/2024

  We reviewed the account and on 1/12/2023, ****************** called in and spoke with a customer service agent and provided the incorrect password that was listed on her account. She had stated she did not remember it and that she had home renovations occur and on 12/29/2023 is the date the incident occurred where ADT did not respond to the door being blown open. The agent offered to send the correct password in the mail and even offered a technician to come out and resolve it. ****************** disconnected the call.
  
  On 11/28/2023, ****************** communicated with our online chat team to cancel and again she provided the incorrect password to the chat agent and she ended the chat before the agent could further assist. ****************** also advised us she had previously communicated with the BBB and the ADT representative responded that ****************** never called to cancel her service.We do not have any record or calls from a corporate executive team member handling a prior BBB case.
  
  ****************** account was cancelled on 1/22/2024 after she spoke with a cancellation agent on 12/22/2023, After review we offered to credit the past due amount of $134.30 and the remaining balance owed is the alarm equipment balance of $189.41. ****************** accepted and we emailed her a confirmation.

• Initial Complaint

  Date:02/29/2024

  Type:Order 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 several years. I cancelled account #********* on January 2, 2024. I was told that I would be responsible for the remaining duration of the contract of $300.64. I never agreed or signed a new contract. When I asked them for proof of the extension and where I signed a new contract agreeing to pay termination costs, they sent me a copy of a contract that expired in 2019. Now they keep sending me notification that I owe them money and I don't owe them anything, because I never agreed to termination terms. I would like this resolved before going to collections and hurting my credit.

  Customer Answer

  Date: 03/05/2024

  I received a call from the company and they waived my termination fees.  This has been resolved to my satisfaction.  Thank you for your help.

  

  Business Response

  Date: 03/05/2024

  ADT has resolved this dispute by waiving the early termination charge in the amount of $300.64. The customer is satisfied with the adjustment.

  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.I received a call from the company and they waived my termination fees.  This has been resolved to my satisfaction.  Thank you for your help
  
  Sincerely,
  
  ***************************

• 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 inquired about a service at a home I leased for a year, I called ADT at the recommendation of the landlord. When I called I was quoted about $60/ month for all ********************************* When tech came out he quoted $120 / month. I hesitantly accepted, I explained my lease would only be for a year & was told equipment was just a rental & could call to cancel at any time. A month later when I received statement I saw there was a balance charge for over $3000. I immediately called & was told that my service was under a 5 year contract. Of course I was shocked & asked for a cancellation ASAP! To which I was told the account would be escalated & I would get a call from a manager. I never did. On that same call I also let them know the 1 camera they installed was not working anymore (only worked for a week). Of course here we are a year later Im moving & I call them just to find out theres a balance of over $2000 & the services were canceled in October.. with no notice. I try to work a resolution out & they simply state theres nothing to do. Now Im stuck with a balance on equipment we no longer have.

  

  Business Response

  Date: 03/08/2024

  ADT attempted to speak to the customer regarding the concerns brought to our attention, however after we identified ourselves, the call was abruptly ended.We then emailed the customer and provided copies of the ******** contract,along with the 60-month loan contract for the installed equipment. We also advised the customer that if the landlord or new tenant signs a contract in their name, ADT would be able to waive the early contract termination fees. We also provided our contact number should the customer wish to discuss this further. 

• Initial Complaint

  Date:02/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bill has been adjusted for additional charges without my consent. I agreed to pay one monthly ******************* and they are charging me a different price. I spent hours on the phone trying to find someone who could help me and was not able to have the matter resolved. They actually sent me 2 separate bills as well. I even have the contract of the amount I agreed to pay. One manager told me that prices could change regardless of what contract I signed. I would like to speak with someone who will actually help me if they will please call me. I was required to add an email but please only contact me by phone if you are willing to resolve this issue. I never signed a contract for more than $64.19 per month and was told that was the total amount my monthly bill would be.

  

  Business Response

  Date: 03/09/2024

  Upon review of the customers account, ********************** spoke to the customer, and the customer said she was told by the sales representative and installer that the equipment was free and would only have one monthly bill of $64.10. ADT advised the customer that ********************** would review the sales call and would reach out to the local branch office to review, also. ADT will follow up with the customer after the review is completed.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21366377
  
  I am rejecting this response because:
  I have not be contacted by ADT with a resolution. I cannot say that I am satisfied when I do not have a resolution. I look forward to hearing from ADT.

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

  

  Business Response

  Date: 03/15/2024

  ADT received response from the local office stating that the representative had made sure the customer understood all the terms and conditions about the agreement prior to her signing all the documents. ADT followed up with the customer and relayed to the customer the information received from the local office, but the customer disagreed. ********************** reviewed the contract and Retail Install Contract with the customer and went over monthly fees with the customer. In order to de-escalate the customers issue, ADT offered to reduce the customers monthly rate from $59.99 to $51.99, and she accepted the offer. ADT also added a total of 2 months of monitoring credit to the account, out of courtesy. ADT sent email confirmation to the customer confirming the rate reduction. ********************** also reviewed the sales call on 1/8/2024,and the agent advised the customer that the total monthly would be $70.00.

• Initial Complaint

  Date:02/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel my subscription only to be told that I am locked into a contract that was sold to me as something that could be easily cancelled. Instead I have been told I will be charged 75% of the total cost left in the contract. On top of that, the equipment that I have paid for will stop working. This is insane and predatory.

  

  Business Response

  Date: 03/08/2024

  It appears the customer requested to cancel the account and was made aware of the early cancellation fees.  The customer signed a ****** contract agreement on 01/31/2022. He is requesting to cancel the account before the contract ends. As a goodwill, ADT is offering to waive the early cancellation fees. We issued a credit to the account in the amount of $386.92.We attempted to contact the customer by phone and email on 03/04, 03/06 and 03/07 with no response.