Complaints

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

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
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  ADT Security Services

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  
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  ADT Security Services

  2006 Springboro West Road Dayton, OH 45439

  
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  Red Hawk Fire & Security

  2611 S Roosevelt St Ste 101 Tempe, AZ 85282-2051

  
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  ADT Security Services

  6102 N 9th St Ste 105 Tacoma, WA 98406-2050

  

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:

  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.

  About 4 years ago i signed up for adt on a company discount. Package with cameras, window alarms, door sensors. Never did get the cameras thinking back to it. Easy install, shake hands, and installer parts ways.Now bring it to today, im unemployed and have been for a bit. Middle aged autistic man in a college city with no skills. Its rough. So adjusting finances and cutting out things. Havent used the alarms in about a year anyway.Couldnt get into my account so contacted online support, turns out my account has been deactivated due to inacivity. Get that going again and check that i owe about 250 on the equipment still. Did online chat, explained my situation and said i wanted to pay off the equipment and part ways. Well they cant do that online. Only through phone or postage. Im disabled and have a lot of difficulties on the phone, went through about 4 more online support techs before they let me email a cancellation.See they took the $****** out for the equipment, alright. But now I have a bill for $800.88 as well? Nobody told me anything about that. Reached out and was told it was equipment charges. Equipment charges were the ******. Asked for an itemized bill and all i got was a bill for the equipment being taken out and a bill that says "upon reciept" on it? Nobody could explain the charges, but they did offer to sign me up for a 3 month discount to avoid the fee. (I get they may have been trying to help. But that made me feel as if I was being extorted)This has just been a nightmare of a time, and i could never recommend them to someone else to go through.

  

  Business Response

  Date: 03/06/2024

  Upon review of the account, the customer did pay the remaining $251.25 for the equipment. As a courtesy and in order to de-escalate the concern, ADT agreed to waive the balance of $800.88 on the account. That was the termination fee for cancelling the contract prior to 10/12/2025. ADT contacted ************** by phone and he accepted this resolution. The account is now closed with a zero balance, and in good standing. 

  Customer Answer

  Date: 03/08/2024

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

• Initial Complaint

  Date:02/28/2024

  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.

  December 12th I signed contract and had system installed. With the promise of him coming back when I had internet to install my camera and ring doorbell. Before he left, a sensor fell off and he put it back on. December 22 I called because I got the internet. December 27 I called again told service man was out due to family emergency. 1/2 called service man again. 1/11 called service man and he came out but only installed ring door ****, he said no camera was included even though it was discussed before and video is included in contract. 1//11 called service man no response because sensor had fallen off again. 1/12 called contractor office with no answer 1/14 called contractor office with no answer 1/16 again called contractor office no answer 1/16 called ADT on phone for 28 minutes. 1/17 finally got call back from contractor and service man came out we discussed how the sensors need to be placed differently he refused. 2/10 5 sensors fell off one broke called contractor no answer this was a saturday so I waited until monday, 2/12 and called serviceman and left message, then texted where he told me he was in meetings and would call back. 2/13 texted again to which he replied that he was in meetings and I should call ADT to get help. I called ADT and was told they couldn't help me I had to go through the contractor and argued with me over calling them when I told them that the contractor doesn't answer the phone. Just kept telling me that is who I had to call. Finally got a call from ADT supervisor who promised to get me a phone call, it never came. 2/14 another sensor fell off 2/16 called contracter, texted serviceman no answer from either 2/27 called ADT again still promises with no help. I have an alarm system that is unusable and no help coming. Now this month, the ring doorbell company wants me to pay for it's use, which was not discussed at all, I was told it was included.

  

  Business Response

  Date: 03/12/2024

  The customer had their ******************** initially installed and contracted via an authorized dealer, *****************. We reached out to ************* on the customers behalf and in turn they arrange for a service rep to come out to the home. Impluse Alarm advised that the sensors issues were broken by the customer and that the customer also had snakes in the home that were not kept in cages, which would be a safety concern for any reps to come back to the home. We have offered the customer a ******* credit to their account and also advised that should they decide to cancel, early termination charges would be assessed by *************. We have not received a reply back from the customer regarding the credit offer.

• Initial Complaint

  Date:02/28/2024

  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 parents have had ADT security for years and all equipment was paid in full. My mother, who has developed Alzheimers, was approached by ***** to sign up for their security program for a better price. The salesman came to my parents house and my mother signed a contract with them. ***** told my mother they would take care of the disconnect from ADT. When that did not occur, my sister, who is over their finances, due to them being hacked on numerous occasions, realized they were being charged for 2 security systems. Once we realized this, we contacted ADT, returned all of their equipment and was told we would no longer be charged for services. This occurred in or around September 2023. This took multiple calls from my sister, father and I to resolve this issue. All of which was supposedly recorded by ADT. However, my parents continue to receive bills for this service and there is no security equipment from ADT in their house. When you try to call customer service, no one ever answers the phone nor returns your calls as promised. As a family, we have spent at least over 40 hours trying to resolve this issue. When we returned the equipment, we were told that all business was resolved. My parents are 81 and 82 years old and are on a fixed income and cannot afford to continue to pay these outrageous fees. They have worked hard their entire lives and was never late paying their bills. The stress that this situation is causing is contributing to the decline of their health, as medial bills continue to rise. Please advise on how we can finally resolve this issue. Again, even trying to speak with someone when you call the customer line is impossible. If you don't understand try calling their number to cancel services and you will be amazed at the lack of service. My next step is to seek legal help for seniors and veterans. We were promised a resolution last year but that never came. In this situation, who is liable? Does Brinx have any responsibility in this as she was promised they would handle the transfer of services. ******************** help us to resolve this issue. Thank you for anything that you can do to.

  

  Business Response

  Date: 03/08/2024

  Upon review of the customers account, ********************** spoke to ********************* and heard her concern and agreed to waive the account balance, out of courtesy since the account was already canceled, involuntarily. 

• Initial Complaint

  Date:02/28/2024

  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.

  The system has not worked in almost three years and. They missed appoints.have tried to cancel meny time. I won't nothing to do with the company.

  

  Business Response

  Date: 03/05/2024

  ADT has reviewed the account and have determined the system is communicating with us and we have no indication the system is not working. ************************ contacted ADT on 03/13/2023 and the customer cancelled the appointment, no other appointment has been scheduled or requested.  *********************** did have a service appointment scheduled on 10/27/2021 which he cancelled as well. Mr.. ********** did contact us on 02/05/2024 to cancel the service which we have processed.  ADT is unable to accommodate his request for any refunds.  We attempted to reach this customer however his voicemail box is full, so we were not able to leave a message. We do not have an email on file and the customer did not provide us one in the complaint.  

• Initial Complaint

  Date:02/28/2024

  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 had been reaching since 02/17/2024 in regards to issue that I am having with my driveway camera and I had a virtual call and was assured this problem was fixed. I had to call back on 02/19/2024 and I spoke with a young lady that said she didn't have a baby sitter and all I could hear was a lot of noise. A few minutes later I was put back in the queue and no one ever tried to call me back. I was told by another representative that everything should be okay with my camera. I called on 02/23/2024 and asked to speak with a manager and no one ever called me back, finally I called back today and the young lady said she was trying to get someone to take my call and this was another 30 minutes the call disconnected and the manager ******** finally called me back and said that we would just wait until the tech come out on 03/04/2024 to see why I am having these problems. I already paid my bill for this month and I will not pay for the tech to come out on Monday since this has been and ongoing issue and on 02/23/2024 another virtual call was set up and this person didn't do anything. I am so stressed out from this. My daughter said she was getting some many emails and text about my camera that she couldn't/t even view her camera due to mines. I don't think anyone should have to go thru what I have been going thru with this issue.

  

  Business Response

  Date: 03/04/2024

  ADT sent a technician out to the customer at no cost to check the cameras. ********************** scheduled the service call for 03/04/2024 and resolved the issue with camera. The customer has confirmed that the cameras are working properly. We have applied a 1-month credit in the amount of $65.26 to the customers account. 

  

  Business Response

  Date: 03/13/2024

  Date Sent: 3/13/2024 10:24:42 AM
  We contacted **************** and scheduled a service appointment for 03/14/2024. We confirmed with the customer that a different technician was scheduled for the appointment

  Customer Answer

  Date: 03/21/2024

  I called this company several times before anyone came out and I asked for Supervisor or manger to call me back in February and no one ever called me and the only reason why this person contacted me is because I filed this complaint and the credit they issued if they send you the call log regarding numerous call to this company with no response and one time I called and the rep told me she didn't have a babysitter and several times I called the rep hung up on me. This company need to do better. This should not had to be escalated before anyone reached out to me. I had to virtual services and they just made matters worse and they sent someone out and he acted if he didn't want to be bothered and I had to call back and they scheduled another tech to come out on 03/04/2024. This had been going on since February   

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21362610

  
  I called this company several times before anyone came out and I asked for Supervisor or manger to call me back in February and no one ever called me and the only reason why this person contacted me is because I filed this complaint and the credit they issued if they send you the call log regarding numerous call to this company with no response and one time I called and the rep told me she didn't have a babysitter and several times I called the rep hung up on me. This company need to do better. This should not had to be escalated before anyone reached out to me. I had to virtual services and they just made matters worse and they sent someone out and he acted if he didn't want to be bothered and I had to call back and they scheduled another tech to come out on 03/04/2024. This had been going on since February  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/26/2024

  We contacted the customer. She was upset it took a month to finally get the issue resolved. We apologized to the customer. She confirmed the technician was on site on 03/14/2024 and was able to resolve the issue. As a goodwill, we issued a 1-month monitoring credit.

• Initial Complaint

  Date:02/28/2024

  Type:Billing 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.

  Contacted ADT customer support on 2/27/24 to cancel service for several reasons including the ever-increasing pricing and inability to use the Pulse application due to it having an Offline status since 1/20/24 despite all suggested troubleshooting performed. We have had ADT service for approximately 8 years utilizing the **************** Immediately after cancelling, I contacted ADT Billing to cancel EasyPay. It was never disclosed by customer service that it would take 30 days to cancel the account. Monthly service cost was ***** with the current payment completed on 2/15/24 for time *******/15/24 to 3/14/24. Review of bill today, 2/28/24 shows a payment was taken for ***** on 2/27/24 for Acceleration Billing 3/29/24 to 4/14/24, despite cancellation of the EasyPay. In addition, the bill is showing a payment of ***** due 3/19/24. Contact to the ****************** today 2/28/24 could provide no reasonable explanation. The 30-day cancellation timeframe brings me to 3/28/24, so why am I being pre billed for 3/29/24-4/14/24, when I will have no service as of 3/28/24. And why would I pay an additional ***** on 3/19/24? ADT sure does not value their long standing customers. Contact to the company is a complete run around, with no complete disclosure of policies, or clear explanations of procedures.

  

  Business Response

  Date: 03/08/2024

  Upon review of the customers account, ********************** spoke to the customer, and she stated the agent never disclosed the 30-day policy to her. ADT agreed to waive $40.07, out of courtesy. The customer was pleased.

  Customer Answer

  Date: 03/08/2024

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

• Initial Complaint

  Date:02/28/2024

  Type:Billing 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.

  After speaking with numerous customer service representatives by phone, and following ADT's offer to 'upgrade' my equipment/service to get it to work, I cancelled (in writing) our service on 21 Nov 2023. Subsequently, on 12/8/2023 ADT billed my credit card without permission for another period, and my ADT account remains open. I contacted ADT today, via their chat line -- after lengthy conversation, was informed that they could not help, after all, and would require a scheduled appointment to speak to a cancellation specialist. Their website does not contain a cancellation option, and it does not allow me to remove my credit card from their system.

  

  Business Response

  Date: 03/05/2024

  After review of the account, the customer did speak with our ****************** Team on 02/29/2024 and processed the 30-day cancellation notice, which the account was set to cancel on 03/29/2024. We explained there is no record of a written cancellation submitted on 11/21/2023,which the customer informed he emailed the agent who emailed the upgrade proposal. We apologized and explained, if responded to the email address that sent the upgrade package that agent cannot receive written correspondence within that email and the customer must speak with the ****************** Team verbally. Since the 30-day cancellation notice has been submitted, we have agreed to waive the 30-day notice and have completely cancelled the account.The account is completely cancelled as of 03/04/2024 and no longer being monitored. We also explained, as a goodwill courtesy based on the customers tenure of service, we have refunded the last payment received of $174.21. The refund is being returned to the payment method and will be received within 7-10 business days. The customer is 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:02/28/2024

  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 mother purchased ADT security system for her home. The system worked for about 3 months then stopped working. Several calls have been made to ADT to resolve this. They have sent new equipment which still does not work. We have tried to cancel the contract several times but they will not cancel, in fact one sales representative told her a better system was available and she could try it out and if she didn't like it she could return it no obligation. We were told we had a few months to install the system but when she received it we were then told it was only ************************************************* that time Frame so she returned it and now they have extended her contract again. She has not had a working system since June 2023 and has been charged for it every month and her new contract is through 2025. This is unethical and caused my mother who is 81 a lot of stress. We either want a full refund and to end her contract or for them to send someone out to her home to get her system working.

  

  Business Response

  Date: 03/12/2024

  ADT has spoken with ******************** and has agreed to cancel the account and waive the balance of contract.  We have sent a Fed Ex return label via email so that the customer can return the equipment for a refund. If the equipment is not returned within 21 days, a non-return fee will be assessed. 

• Initial Complaint

  Date:02/28/2024

  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 cancelled my contract in October 2023 which was paid in full to the contract end date of October 31, 2023. I was told by the representative that to cancel you must verbally process, and that the account was paid in full, I would owe nothing. I was told there may be a bill coming as it takes their company 30 days to close but I would not need to pay it, to throw it away. My contract since 2015 was always paid and the representative shared that there would not be any payment due during our phone conversation, that I may receive a bill for a partial month, but to disregard it as the contract payment had been fulfilled in full. I had to put a stop payment on my account as they did NOT remove the automatic payment as I was told verbally would happen and I had to pay $30 for a stop payment. I received a bill in the mail as they stated may happen and I disregarded it as they said I would not owe anything with my account being paid in full in October 2023. I attached the letter I sent to them requesting a refund for the stop payment since they did not process the stop of automatic payments and now I'm receiving notice from a collection agency. I need my account cleared and my credit in good standing as this is ADT's error and not mine.

  

  Business Response

  Date: 03/02/2024

  ADT had confirmed the customer requested to cancel on 10/17/23. There was a 30 day cancellation period and the prorated balance due was $26.81. As a goodwill, we waived the 30 day cancellation period, waive the $26.81 balance and issued a refund for $30. We also submitted a request to pull the account from collections. ADT has made several attempts to contact the customer on 02/29/2024 and 03/01/2024 with no response. 

  Customer Answer

  Date: 03/04/2024

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

• Initial Complaint

  Date:02/28/2024

  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 have been an ADT customer since 2009. For the past year I have placed 20 calls into customer service and online chat regarding communication issues with my secondary key panel. Calls replaced on 3/20/2023, 4/3, 4/4, 4/11, 4/25, 4/26, 5/6, 5/15, 6/6, 6/26, 9/8, 9/18, 10/17, 10/18, 10/20, 1/20/24, 1/22, 2/2, and 2/5. A technician came out on 2/5 and installed a new wifi extender. That did not last but a few hours. On 2/6 the panel had dropped communication again and has not communicated since. I have been paying for the convenience of this secondary panel in the event of an emergency my family nor I would be put in ***** way by trying to get to the primary panel for emergency assistance. Since the primary panel is hard wired I have asked if the secondary panel could be hard wired as well but was told no. ADT has offered no resolution to this issue other than resetting the panel remotely or sending a technician to my home and charging me $69 for the first wifi extender. The fee for the second visit and installation of a different wifi extender was waived, with that I did appreciate; however, it didn't last one day. Again, ADT has never followed up on this on going issue nor offered a resolution of any kind. I am very disappointed in the quality of service that I have received after being a customer for almost 15 yrs.

  

  Business Response

  Date: 03/04/2024

  **************** originally came to us on social media and we had reached out to the local team who contacted the customer. ********************** has issued a credit in the amount of $363.00 which will be used to pay the monthly monitoring fees. Once the credit is absorbed, we will begin billing the customer for the monitoring fees.