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

  18 Clinton Drive Hollis, NH 03049

  
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  ADT Security Services, Inc.

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

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  

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:02/28/2024

  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 have been receiving statements since December 2023 marked Your payment is past due, showing accumulating dues to ADT, and with threatening messages.I signed up for an ADT alarm system in December 2018, paying $57.33/mo. I was told that I was agreeing to a 3-year contract. However, when I tried to cancel my account in Feb 2021, I found out that there had been only a 1-year commitment, but that my monthly bill could be reduced to $36.13/month if I retained the service. I accepted. However, after about 9 months, ADT unilaterally increased the bill to $68.19/mo WITHOUT INFORMING ME, while I was not in a contract. I maintained a credit card on my account for ********************** payments, so this was done without making me aware of the change.On Oct 23, '22, I called ADT to query this change, and was told my bill could be reduced to $55.56/month with a 1-year contract, but as a one-time offer. Having no time to consider, I accepted.In September and October '23, I reconfirmed with ADTs customer service that my contract term expires on Nov 30, and asked if any reduction in cost was possible if I continued service, but they declined.On Aug 11, '23, I purchased and installed a security system from another provider. On Nov 30, '23, I cancelled my ADT service and disconnected ALL the equipment that had been provided by ADT. I was given a confirmation number for the disconnection and told I could dispose of ADTs equipment. ******* then transferred my call to ******************* but I was put on hold for some 25 minutes, after which the call dropped. I called back, again with the same result.ADT has since then continued to bill me for non-existent service, fully knowing they have no connection to my home. I called to resolve this on December 18, '23 at 1823 hrs. and spoke with rep ******* who confirmed my account was cancelled, but transferred my call to ******************* I was put on hold for 35 minutes, at which time the call dropped.And this goes on.

  

  Business Response

  Date: 03/08/2024

  We spoke with *********************** and apologize for the frustrating experiences calling in for assistance with their cancellation requests. We confirmed the services are canceled and backdated it to 11/30/23. The balance on the account has been removed as a result of the cancellation. We sent ************* a follow up email as well for his records. 

• 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.

  I contracted with ADT for one year service in the spring of ************************************* *************. After the year of service, I tried to cancel my contract but they told me I had contracted for 5 years and they have an electronic signature of mine that they say proves this. At the time, I didn't have the time to fight with them so have continued to pay them $50 per month. This year I tried to cancel the contract again, which I have done successfully, but they are telling me I owe them over $1700 to cancel. Now, they sent me a copy of this contract which they have never signed and where thr dates were entered electronically. I believe it is fraud. I dint believe I ever knowingly signed a contract for 5 years on a property I purchased for investment. In fact, I have been in property investment for 40 years and have never done this before. Adt has done its best to ruin my credit score and refuses to resolve this in any acceptable way.

  

  Business Response

  Date: 03/05/2024

  ADT has reviewed the account, contract, and Retail Installment Contract (LOAN) for verification and accuracy. The service agreement (sent to the customer via Docu-Sign) the customer agreed to is 60 months with financing for the equipment. All balances are valid and due in full. This account is an investment property. ADT contacted the customer and provided additional documents for their review, and advised the balance is accurate, and to be paid in full to close the account. Although the customer has continued to dispute these charges, ADT will not be removing adjusting or changing any final billing to the account.  

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21359119
  
  I am rejecting this response because I believe that I did not sign a five year contract.  In spite of that, I offered to pay for the equipment balance in full and for the five yrs and i asked to just cancel and not charge me for the service portion of the bill.  ADT has canceled the service portion but insists on charging me for the next 3 yrs of service, even though they have agreed not to provide me with 3 yrs of service.  Very frustrating.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/13/2024

  ADT customer *********************** did in fact sign a ******** residential service contract via a Docu- sign process. Although the customer continually disputes this, all electronic paperwork signed by the customer (which is tracked using the customers email to send, sign, and email back via their IP address and email info) have been provided to ***************** for her review. ADT stands firm all charges associated with terminating the account early, are valid and accurate. 

• 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.

  So I had ADT come out and activate an alarm system into the home when I moved in. The previous owner had ADT, so I went with it the same company. The tech came out and provided service and explained the cheapest service at the time was $39.99. That was what I wanted was the cheapest monitoring and he said that was the lowest I could pay. I verbally agreed and that was that. Come to today, I am being notified of a rate increase to $45.99 a month. I have found over time, we don't use the alarm, so I wanted to cancel. When I spoke to the customer service rep, she said that I am locked into a FIVE year contract and would owe 75% of the contract which is $1700!!! I was shocked. I never would have agreed to a FIVE year contract! When I asked for proof, they showed me a pdf with a digital signature. Needless to say, I think the sales person scammed me into a long term contract and now I am stuck to pay for alarm monitoring I DO NOT WANT!

  

  Business Response

  Date: 03/08/2024

  ADT has reviewed the customers agreement and monthly monitoring rate with **************** directly. ADT has emailed the customer a copy of the docusign agreement for their records. Additionally, ADT has lowered Mr.Owyangs monthly monitoring rate to $37.99 prior to applicable taxes starting effective their next billing cycle as a courtesy.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21359053
  
  I am rejecting this response because: I do not feel that anyone informed me I was agreeing to a FIVE year **************, when I asked for them a breakdown of the cost to break the contract, they ignored the request. The person on the phone told me 75% of the contract would total $1700, but did not explain how she arrived at that number.  When I emailed ********************* the rep via email, she also ignored the question.  If I was at $42/month and I am locked in until Jun 2026 (26 months remaining), then $42x26= $1,092.  So how are they wringing me up for another $600?!?!?  I get they are preying on customers and trickingthem into log term contracts, but they lengths they go to get money is unscrupulous.

   

  Plain and simple, this business is leaving a horrible taste in my mouth and I do not want to continue doing business with them!  I will continue my campaign to push business away from them.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/14/2024

  ADT has followed up with **************** to explain the breakdown of the early termination fees and has verified the remaining balance of the agreement.

• Initial Complaint

  Date:02/27/2024

  Type:Sales and Advertising 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.

  For the last two years our Adt garage camera has not worked properly by displaying videos of my husband leaving at 0615 or earlier in the mornings from and out of tge garage. This a security issue since the camera capture me driving out every morning before 0730 Mon to Friday. We have reported this to ADT Security Services several times. They replaced the camera once, sent four technicians and when we called into the customer service one of them had my husband to change the settings in the app on his phone to where every car, school bus, person and animal that went by our home notify us and the camera capture a picture! I had to change everything back to the way it was before. I have asked to have a supervisor or manager to call and was told in 24 to 48 hrs one would that was last Wednesday 21st. None called. The security of our safety going to the garage in mornings isn't secure. ADT SECURITY SERVICES has not try to resolve this with any other options. We pay over ****** a month for services. We have been with Adt for 30 years and brought a new home in 2021 had the service installed which worked great for one year.

  

  Business Response

  Date: 03/06/2024

  We were able to speak with *************** regarding her concern.Her complaint was that her original outdoor ADT camera was not recording consistently and the times it needed to record activity it did not but at other times record unnecessary activity. *************** requested a manager callback regarding the camera issue but never received a call from ADT management.
  
  We were able to setup a no charge replacement of the ADT camera to an ************** NEST camera for today, 3/5/2024. The installer from ADT confirmed the camera was successfully replaced.

  Customer Answer

  Date: 03/07/2024

   
  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,
  
  *************************

  Customer Answer

  Date: 03/07/2024

  I was contacted and ADT Security Services Corp took care of the camera and had a tech to install it. We are satisfied with it. I was provided a contract phone number if we have any other issues 

   

• Initial Complaint

  Date:02/27/2024

  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 recently bought a new build home and went through Safe Haven to get ADT installed. My doorbell and garage door sensor havent been working correctly for months. I finally contacted ADT today February 27, 2024 to see what could be done about the doorbell not working. After looking up my account, the specialist says that they can send out a technician to assess the issue and determine costs. I should not have to pay for faulty equipment from the company. I also should not have to be worrying about faulty equipment whenever I pay $60 a month. I would love to cancel my contract, but last time I inquired about it I was given an outrageous cancellation fee even though I was well within the 6 month guarantee. This is a very shady company.

  

  Business Response

  Date: 03/12/2024

  We reviewed the account and confirmed that Mrs. ******* was installed by Safe Haven on 8/28/2023.
  
  On 2/27/2024 ******************* reached out to ADT via online due to issues with the doorbell.
  
  The online agent assisted ******************* and offered to set a service appointment.
  
  The online chat ended so no service appointment was created.
  
  We reached out to ******************* to further assist and did not get a response.
  
  We will assist Mrs. ******* as needed once we get a response. 

• Initial Complaint

  Date:02/27/2024

  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.

  This company has canceled my contract and charged me twice to move my security service to a new address. This last time I didn't even move, just called to ask questions about moving my services. They canceled my contract without my verbal or written consent and charged me the remaining balance although I only needed to move. When I called to rectify the issue I was told they could reinstate my original contract with the original end date and refund the cancellation fee within three business days. I was then charged for new equipment since they installed the wrong type a year ago (their fault), however I continued to use the same equipment. When I called to enquire about my refund and ask for an equipment refund I was told my refund has been denied since I canceled my old account (but I didn't cancel it) and was also told they had no record of the new equipment charge although I have proof my card was charged. This company has done this the last two times I have moved and I have had to fight endlessly to get the refund I deserve.

  

  Business Response

  Date: 03/08/2024

  After review of the account ********************** found the customer was charged $212.85 for the **********************+self-set up system when she called to inquire about relocating from one apartment to a new one. However, the customer decided to stay at her current location, cancelling the relocation. In speaking with ****************, we were able to locate the payment of $212.85 and are working on refunding this back to the customer. ********************** is still working on a resolution for the other billing concerns.**************** is aware that ADT is still working on a resolution and has our contact information.

  Customer Answer

  Date: 03/14/2024

  I was contacted by ADT explaining they would refund my $200 and continue to work on the additional refund of $1000. However, I have yet to be refunded for anything and I have yet to hear back from them again after being told they would reach out with a resolution by Tuesday 3/12. I do not wish to close out this case until I am refunded as I do not trust they would continue to communicate or assist if the case were closed now.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21356005
  
  I was contacted by ADT explaining they would refund my $200 and continue to work on the additional refund of $1000. However, I have yet to be refunded for anything and I have yet to hear back from them again after being told they would reach out with a resolution by Tuesday 3/12. I do not wish to close out this case until I am refunded as I do not trust they would continue to communicate or assist if the case were closed now
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/20/2024

  ADT attempted to reach the customer via telephone but was only able to leave a message. We sent the customer an email with the dates of when the refunds were processed and when to expect them. We refunded $1,046.56 on 3/19, $77.38 was refunded on 3/16, and $212.85 was refunded on 3/14. All refunds should be received within 3-5 business days from when they were processed. 

• Initial Complaint

  Date:02/27/2024

  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 ordered and had ADT security installed on my new home in October 2023. Since that time the equipment has continually not worked appropriately, i'm not able to get resolutions from customer support, put on long wait holds and given conflicting information from the company. When I tried canceling, each time I was told that they wanted a chance to fix it and would cancel it if they couldn't. Today when I finally did cancel, they sent me an invoice for over $2500. 10/30/2023 Installed alarm and all appeared to be will. 11/13/2023 - Contacted sales agent *******, advised not able to set alarm due to error code. One of the doors sensers was installed improperly. Sent out a technician who moved the door sensor to a lower level and advised that the installation technician had installed the senser on basement door incorrectly. As a courtesy, moved upstairs back door sensor to basement level side garage door. 11/16/2023 - False alarm unable to see what triggered the alarm. Reset from phone. 11/19/2023 False alarm - disarmed from the phone. 11/25/2023 - Called customer service ********* hold and then received automated message that their offices were closed. 4-year-old comes running into bedroom in the middle of the night terrified because the alarm system was going off. 4 false alarms with intermittent beeping from the alarm console due to Wi-Fi being out. ******* sent out a technician to disable the Wi-Fi alarm warning system. Advised ******* of the issues with false alarms and now Wi-Fi notification beeping. 01/26/2024 - Called ADT because Wi-Fi doorbell camera was not operating when Wi-Fi was restored; 4th request to cancel system and told that I would have to pay over $3,000 in cancellation fees. Offered a credit for 50% of 3 months of monitoring services. Sent out a technician without charging a $60 service fee to install equipment properly. 02/27/2024 - The alarm started going off while in a work meeting, false alarm. Called ADT security again to cancel, they advised that they must send a technician out and they would be here by noon to check the installation of the equipment. Updated credit card information to make sure I had enough credit to pay the $3,000 cancellation fee. Technician advised *** thinks it is working properly. Calling back to cancel the account; first agent advised I wa ****** a contract, second agent said that I would qualify for the six-month protection plan, third agent said I wasnt even under contract and could cancel without penalty. Fourth agent told I had to call Impact Alarm. Advised by **** that final invoice will be sent to my email address. Now Im sent an invoice for $2,560.20 to cancel the service and end the contract early.

  

  Business Response

  Date: 03/08/2024

  Upon review of the customers account, ********************** spoke to the customer, and he said he wanted the system canceled under the 3-day or 6-Month Money Back Guarantee due to issues with the system. ADT advised the customer he would need to speak with the dealer regarding this, and the customer agreed for ********************** to reach out to the dealer on his behalf. ADT sent email to dealer support team to contact the customer.

• Initial Complaint

  Date:02/27/2024

  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 a customer of ********************************************* for approximately five (5) years. About two years ago, the system failed to work properly and the low power alarm went off incessantly, especially in the middle of the night. **************** was a joke, the phone technicians were no help at all and did not even understand anything about the system in answering my questions. Many months later, I finally had a service technician come out and cause was system battery pack failed. It is apparently VERY WELL KNOWN by ADT Security that their battery pack fails after 1.5 to 2 years of service. The panel did not communicate this and the system is very poorly designed, especially since the company puts the onus of maintaining system functionality on the end-user (customer). Aren't they monitoring my system, couldn't they see that it was not working?! In short, I paid for several years of service when the system was inoperable. The system works now, but ADT wants me to pay $200 (4 months service). ADT is very good at collections but poor at service. Why didn't they call me twice a week when the system wasn't working? The bill supervisors can authorize 2 months of payment but not more. I wrote a letter to ADT headquarters three (3) months ago but haven't heard back. I'm just about at 180 days past-due so going to collections soon. I've asked for one (1) full year of service (to include the four months of non-service that are "due"). The system design is terrible and customer relations are greedy/abusive. No wonder they are losing market share to their competitors.

  

  Business Response

  Date: 03/08/2024

  Upon review of the account, ****************** alleged there was a well-known issue with backup batteries failing. Customer was seeking a year of free service. Checking the account, ********************** discovered that the customer has not paid for service since July of 2023, and there was a balance due on the account for $301.84. The account was pending involuntary cancel for non-payment. ADT contacted ****************** and offered to waive the balance on the account of $301.84, which he accepted. Weve also scheduled a service technician to go out to the home on 3/15/24 between noon and 4pm to check the cell radio on the system and make any repairs needed at no cost to the customer. ********************** will follow up after the appointment and the customer has ********************** contact information for an ADT corporate relations rep. 

  

  Business Response

  Date: 04/09/2024

  After the appointment we followed up with ***************************,the system is still going on in the night. ADT offered another free ********** and to send a manager out with the tech. *************************** refused this and instead requested to cancel the service. He is no longer in contract with ADT,and we agreed to cancel the service effective 4/9/24. ADT verified the customers password on the phone. 

• Initial Complaint

  Date:02/27/2024

  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 agree to and update on my alarm system and monthly payments will be made for the equipment.As a condition of the upgrade I requested that my monitoring service will not change, the person taking care of me agrees with my concern.The very next day I checked the account and I saw a extra $30 on my monitoring service so I called and I requested to cancel the whole thing but the lady on chat of my account tells that is a mistake.So I checked again today and the charges still there.They lied to me in order tu past the 3 days period I have to cancel everything now they forced me to pay.As a side note I have 7 year with adt and they offered no to change my monitoring fee if I made a contract since I dont have a contract.

  

  Business Response

  Date: 02/29/2024

  ADT reviewed the sales call on 2/6/2024, and confirmed that ************** was notified that the rate would increase to $59.99 with the addition of the cameras. ************** was sent the contract via DocuSign on 2/6/2024 which included what the rate would be and he signed the contract on 2/6/2024. We contacted ************** on 2/29/2024 to confirm we did notify of change in rate.************** did not accept the resolution, as he stated he believed that we did not review the call.  The charges are valid and no changes will be made to the rate. 

• Initial Complaint

  Date:02/27/2024

  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 were told by a sales representative that we were transferring what we had at our old house to a new house. We had hardwire **** cameras at our front and back door. He sent out a technician, who installed two doorbell cameras. I asked about the **** cameras, and he told me it's a different part but that he'd put in an order and follow up. His case notes say that I'd call in later to order, which is not my recollection. He didn't explain the doorbells were battery operated, and he didn't leave behind the equipment needed to remove and charge the cameras. Several days later, when the batteries were dying and we hadn't heard back about the ****, ***** tried emailing the original sales representative but never heard back, and we called to get a second technician. The technician explained our installation, explained that the batteries would need to be charged, and gave us the tool to remove them, and explained that there was no **** camera and that only sales reps can add those. We sent another message and continued to be ignored, then called a local sales manager as a backup. He told us a price for **** 4x the competition and said we'd have to call a cancelation line if we didn't like it. We did, and the cancelation line told us a local manager would have to talk to us first. The local manager ignored our story because the fact that we didn't call with "no questions asked" asking to cancel by Feb 2, three days from signing, we didn't qualify. Therefore they wouldn't pick up any equipment and would charge us over $4,000 (no rationale given) and leave all of the equipment in place if we insisted on breaking the contract. None of the other facts of the case, including the time spent trying to resolve the issue first, was relevant. He also said he'd take it seriously if a sales MANAGER didn't email us back when emailed, but if "some call center rep" didn't then it wasn't relevant. His name was ******, employee ID *******.

  

  Business Response

  Date: 03/08/2024

  Upon reviewed of the customers account, ********************** has contacted the customer and still working on a resolution for the customer. ********************** will provide an update once this is completed!

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21354962
  
  I am rejecting this response because: 

  See attachment. The representative offered to waive as a courtesy the remaining balance of contract if I paid for equipment and installation. While still not thrilled with being misled into a security system I didn't want (no disclosure that the devices were battery-operated, the lie about CCTV), I was open to settling the matter. 

  I asked for two very reasonable things:

  1) Tell me what the cost would be for the contract minus the waived balance of contract services. I'd expect for this to be less than the amount quoted for just fully paying off the contract, otherwise what exactly is the courtesy?

  2) Verify that the charges for equipment were correctly for the equipment, mounting, and installation of two (2) cameras, since a close look at my the proposal showed pricing out for 3 cameras and mounts, and there are in fact only 2.

  The representative, *************************, did not respond to the first point. To the second point, he responded only "I am unable to waive any equipment fees."

  I clarified again in a response on Friday that I was not asking for a waiver of fees, I was asking to validate that the charges were correct and matched the actual installation. I also reiterated the first request for a simple dollar amount total. 

  Fearing that they were once again trying to wait me out and drive me to give up, the same way they waited us out on the 3 day right of rescission period by not responding to *****'s emails, I set a deadline of today to respond to my email before rejecting their response. I have not gotten a response as of 10pm today, so I'm rejecting the response to document all of this with a third party and keep the case open. 

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

  

  Business Response

  Date: 03/14/2024

  ADT has reached out to the customer yesterday and today. ********************** advised the customer upon reviewed of the Work Order Summary, only two cameras were billed. ADT also provided the customer information with respect to the remaining equipment balances for both locations that he is responsible for, and ADT will waive the Balance of Contract once the account is canceled, out of courtesy. ADT also sent copies of Work Order Summary to customer for both locations.