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

  1809 Olde Homestead Ln Ste 103 Lancaster, PA 17601-5957

  
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  ADT Security Services

  47-40 21st Street Long Island City, NY 11101-5448

  
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  ADT Security Services

  5 Marway Cir Ste 17 Rochester, NY 14624

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:02/27/2024

  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.

• 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.

  On May 26, 2023 we purchased a security system a camera system, alarm and smoke. Est. about *****. w/monthly monitoring. When talking to the sales rep we said that our power goes down quite often and would that be a issue she said no, initially our cameras were fine. Around the month of September is when we had the beginning problems, trying to connect to our camera/app. Cameras were not being able to be viewed on our app,numerous calls and various tech's have tried to fix this problem but were unsuccessful. Finally after frustrating periods of explaining and talking to numerous department's we were told that we would be able to get credit for the cameras and misc charges under their 6 month guarantee program. (We were told we would not be able to cancel the alarm and other services, why i dont know because what use is the alarm if i cant view the monitor/app.) The tech came to remove the camera and nvr machine, wanted me to sign a document that said i would get a credit of $585.06. Why is giving a breakdown of the credit an issue? I asked the tech if he had a break-down of the credit he called his supervisor ***************************** and he said he did not have the break-down and i would need to call billing. This employee ***************************** was told to me by one of his employees that he does not care if we file a complaint because it wont affect him. I called billing and they have said that acct mgmt won't give me the breakdown unless i sign the document first. It has taken from around September 2023 till February ************************* trying to get a simple problem fixed. The attitude from most of their employees is that we are not allowed to complain about their service. I just want to terminate all my accounts with them and get reimbursed for services that have not been working Please help me to get closure to this situation. I just want to cancel all my services with Adt and be done with their horrible way they treat their customers. Aloha

  

  Business Response

  Date: 03/12/2024

  We reviewed the account and confirmed that Mrs. *** had the **** system installed on 5/31/2023.
  
  On 8/30/2023 Mrs. *** called in said that one of the cameras was not working. The customer service agent assisted Mrs. *** and transferred her to the **** department for further assist.
  
  Mrs. *** spoke to the **** department and did some trouble shooting steps over the phone to reset the camera.
  
  On 9/13/2023 Mrs. *** called in said she could see the cameras at home but could not view them when she was away from the home.
  
  The customer service agent assisted Mrs. *** and tried to do some troubleshooting steps but was not able to due to no access to the ** code from the **** Mrs. *** requested for a technichan to be sent out.
  
  The customer service agent advised Mrs. *** there would be a labor charge for the technician to be sent out. Mrs. *** aid she would call her sales agent.
  
  On 9/19/2023 a technician went out to service the cameras left notes the cameras were checked and connected.
  
  On 12/14/2023 Mrs. *** called in about the ongoing issues with the camera.
  
  The customer service agent assisted Mrs. *** and set a service appointment for 12/15/2023.
  
  On 12/15/2023 the technician went out left notes that the Wisnet NVR is not connected to the monitor to trouble shoot.
  
  The technician rescheduled the service appointment for 12/21/2023.
  
  On 12/21/2023 a technician went out left notes that a new recorder was needed, and part will take a week to arrive.
  
  The service appointment was set for 1/4/2024 for the technician to return.
  
  On 1/4/2024 the technician left notes that there have been multiple visits, and the issue could be resolved.
  
  On 1/4/2024 Mrs. *** called in requesting to cancel under the 6-month money back guaranteed due to the cameras not working.
  
  The customer service submitted a request for manager to call Mrs. may to further assist.
  
  On 1/19/2024 a manager called Mrs. *** to further assist with the cancel request.
  
  The manager advised Mrs. *** a technician will be sent out to determine if the **** system can be fixed. Mrs. *** requested to speak to a service manager about the system.
  
  The manager submitted a request for a service manager to give Mrs. *** a call.
  
  On 2/6/2024 a service manager reached out to Mrs. ***, Mrs. *** mentioned she wanted to cancel under the 6-month money back guaranteed due to the cameras not working.
  
  The service manager approved for the **** cameras to be removed and set a service appointment for4 2/23/2024 for the **** cameras to be removed.
  
  On 2/23/2024 the technician went out to remove the **** cameras left notes that the customer refused to sign the rider until she spoke to billing about the refund.
  
  We reached out to Mrs. *** to further assist she mentioned she was told she would be refunded $585.06 wanted to know how the technician came up with that amount for the refund.
  
  We assisted Mrs. *** and explained that based off the refund amount of $585.06 it was calculated based off the 9 payments made of $54.02 for the **** cameras and the prepayment of $98.88.
  
  Mrs. *** wanted to know if she would get a refund for the months she paid for the service of the cameras.
  
  We advised Mrs. *** that she will receive a refund for the months she paid as well.
  
  We let Mrs. *** know that the **** cameras must be removed for the credits to be applied the equipment balance.
  
  We are waiting for the service appointment to be scheduled for the **** equipment to be removed.
  
  Once the **** equipment is removed, we will further assist as needed.

  Customer Answer

  Date: 03/13/2024

  Hi Good Morning,

  Currently I am waiting for an appointment time for the technician to come out.  In regard to the response in the statement from ADT there are statements made that are incorrect.  Example statement made that the technician stated that upon coming out that he was able to correct the issue, that was incorrect on his last visit the technician stated to me that he tried everything that he could and was UNABLE to fix the problem.  Additional comments made in the statement submitted from ADT are not correct. I am not sure if these comments need to be corrected as it shows that ADT in the statement has been trying to do everything possible to fix this issue and I feel that they are just trying to make light of what happened in this matter.  Is it possible to still keep this complaint active as ADT in the past has been very unprofessional in responding to messages left.  Until the refund has been processed, I feel that it should be left open as the refund or response to settle could still have problems,  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21354668
  
  I am rejecting this response because:

  Notated below is the statement submitted to BBB in response to the complaint I just want to also make it known that during the course of this problem there has been many rude and unprofessional employees especially with management in ******.  On the other hand, there has been professionalism from some employees such as ****** who I am dealing with currently.  So, with the unprofessionalism from previous employees, it has made this problem become more than it should have been.  

  Hi Good Morning,
  Currently I am waiting for an appointment time for the technician to come out.  In regard to the response in the statement from ADT there are statements made that are incorrect.  Example statement made that the technician stated that upon coming out that he was able to correct the issue, that was incorrect on his last visit the technician stated to me that he tried everything that he could and was UNABLE to fix the problem.  Additional comments made in the statement submitted from ADT are not correct. I am not sure if these comments need to be corrected as it shows that ADT in the statement has been trying to do everything possible to fix this issue and I feel that they are just trying to make light of what happened in this matter.  Is it possible to still keep this complaint active as ADT in the past has been very unprofessional in responding to messages left.  Until the refund has been processed, I feel that it should be left open as the refund or response to settle could still have problems,  
  
  Sincerely,
  
  Eurlyn May

  

  Business Response

  Date: 03/22/2024

  We reached out to Mrs. *** to follow up she confirmed that the **** equipment was removed on 3/21/2024.
  
  We advised Mrs. *** that a credit will be applied to the account to cover the equipment removal.
  
  Once the credits are applied, we will follow up with Mrs. *** to advise of the refund amount. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21354668
  
  I am rejecting this response because: *********** is received for the above issue then I will consider that the problem has been resolved and then the case is considered closed.
  
  Sincerely,
  
  Eurlyn May

  

  Business Response

  Date: 04/05/2024

  In review of the account the **** equipment was removed on 3/21/2024.
  
  The documents for the equipment removal were scanned in on 4/4/2024.
  
  The credit for the equipment removal is pending.
  
  We reached out to Mrs. *** to follow up let her know once the credit is applied to the account, we will assist will getting the refunds processed.

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21354668
  
  I am rejecting this response because:  I am currently still waiting for information as to the amount of credit to be given to me when the amount has been given and the explanation of credit is correct than I will be able to say that the issue has been resolved. 
  
  Sincerely,
  
  Eurlyn May

  

  Business Response

  Date: 04/17/2024

  In review of the account the credit of $3241.01 was applied to the account to cover the **** equipment removal.
  
  We advised Mrs. ****** we are waiting for the credit to be applied to the installment loan for the **** equipment for the loan to be closed out.
  
  We advised Mrs. ****** once the credit is applied to the installment loan, the **** account will be cancelled.
  
  We let Mrs. ****** know that the refunds will be processed once the cancellation is submitted. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21354668
  
  I am rejecting this response because:

  As of today 4/18/2024 I have not received any response as to the total amount of the credit and the breakdown of what this includes as of last night i am still being charged the cost of the monthly service charge for the equipment.  If this is to be closed all of this needs to be addressed as this is taking longer than it should be.
  
  Sincerely,
  
  Eurlyn May

  

  Business Response

  Date: 04/20/2024

  ADT has removed the **** equipment on 3/21. We are in the process of getting the loan related to the **** equipment removed from the account.

• 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.

  Aprroximately August of 2023, we purchased some security equipment through ADT, as the previous owner stated that is what she used to have. We were told we would get a big discount as the previous owner had them for a long period of time. We got 2 outdoor cameras, 2 indoor cameras, and a front door lock. Then started paying 67 dollars a month. Not once were we told it was "Safe Haven". We were told if we were not happy within the first 6 months, we would be able to cancel without billing. It has been six months, as of this month. We have been trying for over 2 weeks to get someone to cancel us. We were then told we were through Safe Haven and would have to contact them. They quoted us today for over $1,400.00 to cancel our services, as we would be ending our contract early. We cannot afford this, and the services are not satisfactory. So we want our contract completely cancelled, and no bill due. It should not be this hard to cancel ADT, and their subsidiaries, without having to take time out of my busy workday.

  

  Business Response

  Date: 03/11/2024

  We reviewed the account and confirmed that ******************** had the service installed on 8/12/2023 by Safe Haven.
  
  On 2/26/2024 ******************** called in to cancel the account said he could not afford any extra bills.
  
  The customer service agent assisted ******************** and submitted the cancel request.
  
  The customer service agent advised ******************** that Safe Haven would reach out to him and let him know the balance of contract.
  
  The account is pending cancellation.
  
  We reached out to ********************* to further assist she said he could not afford the service wanted to know if Safe Haven would waive the balance of contract fee. 
  
  We assisted ********************* and reached out to Safe Haven to request for the balance of contract fee to be waived.
  
  Safe Haven advised they spoke to ******************** and advised the customer of the balance of contract fee per the terms of the contract and explained that the fee would be valid.
  
  We reached out to ********************* to further assist and offered to adjust the monthly rate to $54.99.
  
  ********************* declined the offer. 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21354449
  
  I am rejecting this response because: this is not the entirety of the response from the business. We were never told they were safe haven, thus were entered into a contract without knowing it was not woth ADT directly. Thus the contract will be null and void, due to incorrect information provided by the business. This information was provded to ADT repeatedly, and they denied it.They disregarded our complaint, and blamed it on finances. Therefore we disagree with their decision.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/20/2024

  We reached out to ********************* to further assist she declined any offers said she wanted the contract cancelled with no penalties.
  
  We advised ********************* Safe Haven advised due to the signed contract the balance of contract fee will be valid.
  
  We offered to adjust the monthly rate to $54.99.
  
  ********************* declined said she wanted to leave the account as is. 

  Customer Answer

  Date: 03/21/2024

  This is NOT closed. They did not offer ANY solution, even after I told them that the contract is null and void. I will make sure others know that BBB is in the back pocket of the bigger businesses, and allows businesses to commit FRAUD.

• 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.

  ADT was contacted about security services, alarm and cameras, the company provided false information in reference to the cameras capabilities and capacity. I have contacted the company on numerous occasions to no avail. The company advertises a 6 month refund that I requested. I was told by corporate office that the local office would have to issue it. I waited and waited with no response. I have made numerous phone calls, have been placed on hold, I have been transferred from one person to the next. I attempted to email but could not find an email address and was told, the company does not have one for complaints, so I sent a certified letter, and still got no response from anyone. I attempted to contact the company again on Friday 2/23/24 and was told I don't qualify for the refund.

  

  Business Response

  Date: 03/02/2024

  After speaking with ************ and reviewing his account the local managers were able to resolve his concerns. They provided additional recording capabilities for his Wi-Fi cameras and adjusted the recording settings on them. Also they lowered the cost of his hardwired camera service and today, 3/1/24, a technician went out and addressed the system issues he was having.

• Initial Complaint

  Date:02/27/2024

  Type:Sales and Advertising 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 pursches service and the service was not working due to the service was not working and that gave another break in and that made force to move right away due the service was not working and I had called them over and over to fix the issue and no one helped and the the company took money from my account and

  

  Business Response

  Date: 03/05/2024

  ADT recently spoke with the customer after she escalated to the ***************** The customer confirmed she has relocated and no longer lives at the address. After review of the account, we apologized and explained to the customer the ******** agreement started on 11/13/2023 and ends on 11/12/2025. We also explained, the customer agreed to finance the equipment that was installed and the total cost of the equipment was $1,391.74 after taxes. We explained if the service is cancelled before the end of term, per the agreement, 75% of the remaining agreement term is charged, plus the equipment financing loan balance. Once the customer processed the cancellation of service on 01/11/2024, the customer was billed the remaining equipment financing loan balance of $1,345.34 and the early termination fees of $830.27. After further review of the account, we explained the equipment financing loan balance is valid based on the terms of the agreement and the early termination fees. The customer reported a system issue on 01/03/2024 stating the keypad was blank and a service technician was scheduled for 01/04/2024. The technician reported the customer wanted to cancel the service, which we were not allotted the opportunity to address any system issues. The customer contacted ********************** again on 01/11/2024 requesting to cancel the service due to system issues. The customer was offered a service technician to be scheduled, but the customer declined and requested to only cancel the services. We were not allowed the opportunity to address any system issues and now the customer no longer lives at the home. As a goodwill courtesy to assist the customer, we issued a discount on the final balance and reduced from $878.82 to $400.00. As previously explained, the equipment financing loan balance is valid based on the customer opting to finance the equipment until the balance is paid in full.The financing loan balance was paid on 01/12/2024 in the amount of $1,345.34.Based on the agreement terms, the financing loan balance will not be refunded. 

  Customer Answer

  Date: 03/05/2024

  Hello I feel on they part that that they are responsible for my stuff on 8 January been lost due to their system not working I feel that I should not be responsible for any service fees. The company did not know that I am had moved from the premises due to their lack of system I had to move in emergency. They should be responsible and I and accountable for their system not working. Yes I have paid two times for there system and I dont see any adjustment for that and the appointment that the company is confirming is that there was not no teach came out due on there appointment time they called way late after there time so what I feel is right due to me being handicapped I cant even reach the equipment to even remove it I dont even have the equipment in my possession so its like I have 1345 for someone else so I feel I should be refunded are they should take the *********************************************************************************************************************************************************** that service fee because I had to pay to move and stay in a hotel due to me and my children where not save there so Im asking that they should not charge me anything else for there service it was the system fault not mines

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21353978

  
  Hello I feel on they part that that they are responsible for my stuff on 8 January been lost due to their system not working I feel that I should not be responsible for any service fees. The company did not know that I am had moved from the premises due to their lack of system I had to move in emergency. They should be responsible and I and accountable for their system not working. Yes I have paid two times for there system and I dont see any adjustment for that and the appointment that the company is confirming is that there was not no teach came out due on there appointment time they called way late after there time so what I feel is right due to me being handicapped I cant even reach the equipment to even remove it I dont even have the equipment in my possession so its like I have 1345 for someone else so I feel I should be refunded are they should take the *********************************************************************************************************************************************************** that service fee because I had to pay to move and stay in a hotel due to me and my children where not save there so Im asking that they should not charge me anything else for there service it was the system fault not mines
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/11/2024

  As previously stated, after review of the account, we apologized and explained to the customer the ******** agreement started on 11/13/2023 and ends on 11/12/2025. We also explained, the customer agreed to finance the equipment that was installed, and the total cost of the equipment was $1,391.74 after taxes. We explained if the service is cancelled before the end of term, per the agreement, 75% of the remaining agreement term is charged,plus the equipment financing loan balance. Once the customer processed the cancellation of service on 01/11/2024, the customer was billed the remaining equipment financing loan balance of $1,345.34 and the early termination fees of $830.27. After further review of the account, we explained the equipment financing loan balance is valid based on the terms of the agreement and the early termination fees. The customer reported a system issue on 01/03/2024 stating the keypad was blank and a service technician was scheduled for 01/04/2024. The technician reported the customer wanted to cancel the service,which we were not allotted the opportunity to address any system issues. The customer contacted ********************** again on 01/11/2024 requesting to cancel the service due to system issues. The customer was offered a service technician to be scheduled, but the customer declined and requested to only cancel the services.We do apologize the customer had system issues, but we were not allowed the opportunity to address any system issues and now the customer no longer lives at the home. As a goodwill courtesy to assist the customer, we issued a discount on the final balance and reduced from $878.82 to $400.00. As previously explained, the equipment financing loan balance is valid based on the customer opting to finance the equipment until the balance is paid in full. The financing loan balance was paid on 01/12/2024 in the amount of $1,345.34. Based on the agreement terms, the financing loan balance will not be refunded. Also,per the contract agreement terms, the early termination fees are valid, and no further waiver is warranted. ADT considers this case closed. 

• 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.

  Last year this ADT sent me bill for around one thousand dollars after I had notified them in advance of my non renewal for the coming year . I requested you help and the company cancelled all billing and matter was finished . Now this month I have received a bill for $273.32 when I havent had any service from this company in over a year . When I called ADT they said yes we see that this membership is canceled but again I received the bill for previously mentioned amount .

  

  Business Response

  Date: 02/28/2024

  Upon review of the account, ********************** discovered that ****************** had two services with ADT, a burglar alarm and a camera system. When the customer contacted ********************** to cancel the service, her burglar alarm was cancelled correctly but the Camera system was not. The bill the customer received was for the camera system. ADT properly cancelled the camera account and waived the $273.32. The customer now has a zero balance and will not be receiving any further bills. ADT contacted the customer by phone and email to confirm the account was properly cancelled and billing waived. We informed ****************** to disregard any statements or invoices she receives in the next 7-10 business days,as they will not reflect the changes ADT made today. 

• 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.

  We have been customers of ADT since Dec *********************************************** **. In Oct 2023, we moved from ** to ** and we were told our services would "move with us" for free. As such, ADT sent us an email as well as a contract which we signed showing that we would owe $261.54 for equipment and installation and our monthly monitoring fee would be $53.49/mo (note we are currently charged $57.77/mo). These discounts essentially equated to them allowing our services to "move with us" and we were amicable to these terms. On Nov 9, 2023 ADT sent a tech to our home to install the equipment. When complete, the tech presented a small tablet asking for a signature to confirm we received the equipment. This is where all the issues began. We received a bill from ADT stating that we owed $3,526.63. We immediately called and asked what these charges were for. ADT stated there was some confusion with "moving" our services over to **, and then adjusted our bill down by $2,138.58. As we continued to receive bills, we noticed a roughly $1500 balance continually carrying over. We were confused about this balance and called ADT on at least 5 separate occasions but got no answers. One of the last calls we made, a rep in the billing department told us we owed over $2k for our ** home equipment and that *** be part of the balance we are seeing. He then sent us a contract dated Nov 9 that showed ADT charging over $2k for equipment. The rep stated he was confused why there was 2 contracts but did nothing to help fix the problem. On installation day, they had asked us to sign to receive the equipment, but had secretly swapped in a NEW contract raising charges for equipment from roughly $260 to over $2k. This is deceptive and unacceptable. We were so disturbed, we tried to cancel services (citing their dishonest practices as the reason) at which time they told us we would have to pay $5k just to terminate. We want our bill to reflect the original (CORRECT) service terms.

  

  Business Response

  Date: 03/11/2024

  ADT is still reviewing the account and will provide an updated response we have a resolution.

  

  Business Response

  Date: 03/12/2024

  The customer still owes for the equipment loan at the previous address.   The balance remaining on that equipment loan is $1597.35.    ADT advised the customer if they would like to get the loan reinstated, all missed payments would be due and the deadline to reinstate is 4/2/24.
  
  For the home in *****, **, the job shows that additional equipment was added to the job on the day of install, and that caused the price to go up.  Our records do not show any calls disputing the additional charges or the equipment installed.  

• 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.

  ADT Home Security system. 2 sensors have actuated and system cant clear them.The sensors are sending a false positive.All I get is foreign speaking call centers reading from a script.I have asked for a person, a tech, to come to our house and fix the problem..All we get is call centers run around

  

  Business Response

  Date: 03/08/2024

  Upon review of the customers account, ********************** spoke to the customer and advised him of the appointment he had scheduled on 3/1/2024 and would follow up with him, afterwards. ADTs technician serviced the system on 3/1/2024, and ADT followed with the customer on 3/7/2024 and 3/8/2024 but was unable to speak to 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.

  My pay my bill every month and the services are not being rendered. My panel was faulty and was replaced and now its no longer working at all. Ive been calling and been giving me the run around. No one is helping or able to give me. **** is accruing.

  

  Business Response

  Date: 03/11/2024

  ADT scheduled a service appointment for the customer on 3/7. Ms. ***** was not on site at the time for the appointment. The ADT technician attempted to make contact but was unsuccessful. ADT has reached back out to Ms. ***** to assist I am rescheduling the appointment and am awaiting Ms. ****** response.

• 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 had ADT security in my personal home and I was signed up with a 3 year contract. I was about two years into my contract when I decided to move. I spoke to the sales rep ************************* and he said he would be happy to help transition my equipment and system into my new home in August of 2022. He assured me that the final 1 year of my contract would be transferred to the new home. What he did NOT tell me was that he signed me up for a NEW 3 year contract. I trusted him because I knew him previously, so when he said the final 1 year would transfer I believed him. Flash forward to this last week and I am moving again. I called to terminate the ADT system and the told me I would be charged $$900 + in cancellation fees etc!!!! ***************** NEVER explained any of this to me and it makes me sick to have to pay such a large amount of money. When I called the service **** the man kept saying well you signed a contract. **** had his iPad out and just swiped and said sign here sign here etc, never explaining anything to me. I know that I should have read it more clearly but I kept asking him over and over if the one final year would transfer only and he assured me over and over. I feel like it was a bait and switch situation.

  

  Business Response

  Date: 03/11/2024

  After further review of the account, ********************** has advised the customer that she was told of the ******** term of the agreement. ADT has offered to waive $500 from the balance of contract fees.