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

  
• 

  ADT Security Services, Inc.

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

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  

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.

  ADT acct# *********. I started service w/********************** in 1999. At that time, I was told if I pay 5 dollars extra a month when I needed service, this money would be applied to that service but obviously that was a lie. I had to pay for repairs out of pocket. In June 2023 I spoke to ***** to ask about upgrading my equipment and she stated 600 dollars for 3 door sensors, keypad and ring doorbell. I asked her why so high; I've been a customer over 20 years. is there at least a senior citizen discount but she said no. Gave her my cc # so she could draw the ***** a month. Received a bill for 791 so I called, and they said I didn't make a payment, so the contract says I need to pay everything. I told them I gave your company my card you didn't take payments. I asked them how my bill was 600 so how did it go up to 791 and I still don't have my ring doorbell. Service tech came and installed the door sensors and keypad, but he told me I needed to upgrade my phone for the app. (I suspect he broke my doorbell because when I called another security company to install a ring doorbell, they said it wasn't working but it was before ADT came) I got the phone upgrade so I called and was told the ring would cost 348. I said no I already paid for the package deal. He told me no that I needed to pay ************************************************** the ring doorbell I was already charged for. I tried to call back many times. ADT took me from 600 to 742 to 810 and finally 900. I spoke to *************************** 10/31/23 (called twice and the same person). Nov 20, 2023, I spoke to ******* nice but not helpful. ******* was the last person I spoke to about cancelling my service. ADT also took 149 from my cc without my approval. ADT customer service is the worst, I thought bus drivers were bad. I tried to speak to these people and found no civilized humans:*******, ******, ********, ******* and *****. Please ask them to let you hear the tapes they said they recorded our conversations.

  Customer Answer

  Date: 02/29/2024

  I attached my credit card statements while trying to cover personal purchases.  When I called to cancel service I was told my pay off balance is over 900 dollars.  I asked why because I still don't have my ring door ****.  Rudest people ever, they were talking on top of me.  I authorized ADT to pull ***** per month and as you can see they took what they wanted. I asked why they took the amounts they did and I was told that's what you owe. I realize ADT is a big company.  I hope you can do something to help me.

  

  Business Response

  Date: 03/12/2024

  The customer was charged for the upgrade because they just called in and requested the system to be updated.  ADT does not have record of the customer reporting any system issues lately.  ************ tech was in 2018.  ADT will work with the customer in regard to the missing doorbell but has not received any response.

  Customer Answer

  Date: 03/12/2024

  I didn't say I had repair service recently.  I started service with ADT in 1999.  They said pay five extra dollars besides the regular fee and when you need service this will cover any charges. In 2018 so after paying extra money (******* - five dollars a month) I needed help and was charged full price.  I called and spoke to a horrible woman named ******* and told her to cancel my service.  She said my final bill would ****** then she would not let me talk and spoke at the same time I was trying to talk to her so I told her I would be calling BBB and she said you go right ahead.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21351672
  
  I didn't say I had repair service recently.  I started service with ADT in 1999.  They said pay five extra dollars besides the regular fee and when you need service this will cover any charges. In 2018 so after paying extra money (******* - five dollars a month) I needed help and was charged full price.  I called and spoke to a horrible woman named ******* and told her to cancel my service.  She said my final bill would ****** then she would not let me talk and spoke at the same time I was trying to talk to her so I told her I would be calling BBB and she said you go right ahead.

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

  

  Business Response

  Date: 03/21/2024

  ADT has reached out to the customer and offered to waive the balance on the account.  If the customer would consider giving ********************** another chance, ADT has offered to reduce the recurring monthly charges from $45.99/month to $35.99/month.  ADT is waiting on a response from the customer.

  Customer Answer

  Date: 03/21/2024

  A woman named ******* sent me an email saying she wants to speak to me and asked for my cell phone number. I asked her to speak to me thru email since I am at work and cannot take time to be on personal calls.  She did not respond.  I did not receive any such waive the fees offer or lower monthly rates.  

  Customer Answer

  Date: 03/21/2024

  I apologize for my previous message.  I found the email with the offer dated 03/12/24. Thank you BBB I know ADT was just messing with me.  I've been trying to get this thing sorted since June.  I have dealt with ADT horrible customer service  each and every call and cannot be dumb enough to go in there for more.  Ask them to clear any charges on my account and I will leave them alone and never call again.

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21351672

  
  A woman named ******* sent me an email saying she wants to speak to me and asked for my cell phone number. I asked her to speak to me thru email since I am at work and cannot take time to be on personal calls.  She did not respond.  I did not receive any such waive the fees offer or lower monthly rates
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/23/2024

  After further review of the account, ********************** has removed the install charges in the amount of $607.21. We also applied a credit in the amount of $123.06. There is currently a zero balance on the account.

  Customer Answer

  Date: 03/25/2024

  Thank you BBB.  Did anyone get a write up for such bad service?  I had no intention of leaving ADT until I met all those people.  It would make me happy if someone at least got their hands smacked.  Maybe a class on customer service?  Thank you again ********************!

  Customer Answer

  Date: 03/25/2024

   
  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: 03/25/2024

  Thank you!

  Customer Answer

  Date: 05/20/2024

  It seems ADT is in bad condition.  I cancelled service months ago but I'm still receiving bills and emails asking for payments . I sent the adt woman an email asking for help but as you may have guessed customer service is not their best suit.  Please help!  Thank you!  **** s calamaco 

  Customer Answer

  Date: 05/21/2024

  I really, really need help with ADT.  I cancelled service months ago on the phone and now they are saying that I need to send a letter to cancel service I told her (*******) I don't want.  In the mean time they are still charging me and sending me bills.  

  Customer Answer

  Date: 05/24/2024

  *************************** is retaliating by sending me bills for service I cancelled months ago.  She says they need my verbal password which I gave when I cancelled service but now they have continued to bill me for service I cancelled twice and with this letter to you am now cancelling again.  She says she wants my signature for cancellation but I do not trust them as they took funds from my credit card without cause..   please, please make them leave me alone and remove those charges from an account they should have closed when I cancelled.

  

  Business Response

  Date: 05/30/2024

  The customer has been released from contract and the account has been pulled out of service.  The ADT account now shows a zero balance.

• 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 purchased an ADT security system in November due to an issue where I needed and still need security. It has never worked. I call once per week because either the system is not connecting to WIFI or the cameras are offline. The system is not working in my house and does not provide security because it will be offline for days at a time and I cannot get it fixed without spending hours on the phone with technicians. Internet and WIFI are fine and work with all the other divices in my home but it is not consistance with this security system. And even when it has a strong WIFI connection, the cameras are often offline for days at a time. One time 11 days. It simply does not work in my house. I spend about 3 hours per week calling and chatting or having technicians come out and it never solves the problem. This system cost me thousands of dollars and I spend a lot of time dealing with it because it does not work.

  

  Business Response

  Date: 03/11/2024

  Upon review of the account, ********************** is prepared to send a technician out to the customer at no cost to check the system and cameras. The customer had a virtual appointment on 01/15/2024 and a service appointment on 02/16/2024. ADT has made several attempts to reach the customer by phone, with no response. We attempted to contact the customer on 02/28, 02/29, 03/01, 03/07, and 03/11.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21351949
  
  I am rejecting this response because:  In addition to the above attempts to fix the system, I also had chatted with them on line several times where they tried to walk me through fixing this myself.  None of this was successful long term and took a lot of my time.  And yes they tried to call me and I would try to call them back and also get their voicemail and this led to a round of phone tag because I work and cannot always pick up the phone or could be in the bathroom or something.  They should be emailing me or trying to contact me another way.  Since my complaint, I managed to spend time myself with the system and it has been working but it is not very stable.  I think ADT should be making a better attempt at trying to reach me (try a different means to communicate) and make sure the issue is resolved and the system is consistanly working.  If they really wanted to do that they could do a better job of it.  In the mean time, I fixed it myself, for now.  But since it is not very stable it will probably fail again.  When that happens, I will hire a different company to install a new system and not recomment ADT.  And I will have to figure out how to get my money back.  I need a service that works and customer service that intends to resolve my issues.  I do not have time for phone tag and an iffy system.  This was a very expensive experiment.  
  
  Sincerely,
  
  ****************************

  Customer Answer

  Date: 03/11/2024

  Additional information - Every time someone talks to me from ADT, they blame WIFI.  Everything else in the house that uses WIFI is fine.  The system works spottily so sometimes it's working and sometimes it is not.  The system is only a little over 4 months old.  I should not be having this much trouble with this system.  Their response does not indicate the amount of time and the number of times I had to use chat to resolve the issue.  Only the times I called and the one time the technician came out.  ********* contacting me, there are other methods of communication besides calling me at their convenience.  I do not feel that ADT is serious about this.  I paid for a year of monitoring up front and for the equipment in full - this is thousands of dollars.  After spending time and money, ADT responds with well we tried calling her and we can send out a technician for free.  It should be free - the system is barely 4 months old and I've had trouble the entire time.  The system is probably not going to work in this house for whatever reason.  ADT should be able to figure that out.  But since they cannot, the only resolution that would be fair would be A) email me to make sure you can get ahold of me at *********************** and I would be willing to have a tech come out again - probably only to say everything is ok and then it goes out again and at that point.....B) take the equipment and refund me.  This is a serious matter taking that kind of money from someone and leaving them feeling that they are left high and dry.  In my earlier response I mentioned that I would just fix it myself but that should not be my job.  Fix it for good or take it and refund me if I have one more problem with it. 

  

  Business Response

  Date: 03/13/2024

  We contacted the customer and was able to schedule a service appointment for 03/22/24. We will follow up with the customer to make sure the appointment went well. 

• Initial Complaint

  Date:02/26/2024

  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 signed a contract with ADT for security services and purchased the package that includes video surveillance. The cameras (specifically garage camera) does not work. I have signed a contract for surveillance that does not work properly. A tech came out last week and unfortunately unable to repair. I have called into to complain and still no resolution. I am asking for a billing adjustment to make it right as I have been a loyal customer for over 10 years.

  

  Business Response

  Date: 03/01/2024

  Review of the account, **************** garage camera was not working reliably. ADT sent a technician out on 2/20/24. The technician noted that the camera was not getting a great Wi-Fi signal, but that the camera worked fine when it was closer to the router. That tech informed the client that they may need to move the router out of the basement. The same technician offered the customer a mesh router which would put more Wi-Fi points around the home, but the customer declined due to the price of $400. ADT contacted ************** and she requested a second opinion from a seasoned technician. ADT offered the Mesh Unit at 50% off ($200) if the second technician found that the Mesh wouldve resolved the problem. Another appointment was scheduled and performed on 3/1/24. This technician has been with ADT over 10 years. He notated that the customer was going to contact spectrum and have them come and relocate the modem and router to a more central place in the home, as it was currently located on the far end of the basement. ADT followed up with the customer after the appointment to confirm the appointment notes were accurate and to reiterate to the customer that she can contact us ************************ if the problem persists after the equipment is moved. 

  Customer Answer

  Date: 03/04/2024

  Hello, Spectrum is scheduled to come out this week and I will follow back up on or before 3-15 and let you know if its been resolved before we close out this matter

• Initial Complaint

  Date:02/26/2024

  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.

  Called ADT to cancel ADT Security Services in November/December 2023 because the ADT system had not worked for 2 months, and they refused to send a technician to evaluate the problem. Was advised the services would be cancelled later, and that there was no recourse for the security system not being in service. Called again 1/23/2024 after receiving a late notification. Now I was being charged for three months of no service. Spoke with ****** who promised to escalate the call. I called ADT again on 1/24 and spoke to a lady who said that she would take care of it, by removing the balance, and possibly provide a refund to me. Received yet another bill on dated 2/17/2024, and when I called, the agent **** said that the account was in collections. When I asked to speak to a Supervisor, Manager or Regional Vice President, he said that he couldn't give me anyone and refused to assist me any further.

  

  Business Response

  Date: 03/08/2024

  Upon review of the customers account, ********************** spoke to the customer, and she stated that the account was supposed to cancel in December but was not canceled. ADT offered to waive the $120.95 balance on the account for her bad experience with ADT, and she accepted the offer.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally ordered an ADT system to be installed in my house in October of last year and at the time there was a promo to get a free ****** nest doorbell camera with my system. Since the house was a new construction it wasnt going to be ready until December they said they would still honor the free doorbell camera promo. When the technician came out for the Pro installation he said that since the house didnt have WiFi already setup in the house (I only got the keys for the house the day before) the doorbell camera wouldnt work properly and that once I did have WiFi setup I could call to have the system installed. When I called today to say that I finally had internet setup I was bounced between at least 5 different people before a sales rep told me that what the technician told me was only partially true. The truth now was that when the technician left me house my ticket was closed and that they would no longer honor the offer and to get the doorbell camera I would have to pay over $200 if I wanted one. All of this after I bought over $1000 worth of equipment

  

  Business Response

  Date: 03/02/2024

  ADT contacted ****************** and arranged to have his doorbell installed at no cost. ADT installed the doorbell on 3/1/24. ADT followed up with ****************** post-installation and he 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:02/26/2024

  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 account #********. System has not had communication since mid-December, but have received conflicting information about system status and subjected to high-pressure sales to replace system. After receiving reports stating the communication is good and being assured by a tech on-site at our home that the system is functioning, I paid the second quarter monitoring bill, only to be notified the following day that there is no communication. I called to close the account but would like to be refunded the money I paid for monitoring since our system is no longer being monitored. I was told the refund would be sent 7-10days after the cancellation becomes effecting on March 27. After reading the reviews of this company I have no confidence that I will receive the refund.

  

  Business Response

  Date: 02/29/2024

  The system does a monthly test to make sure its communicating, but in December ADT received a failed communication signal. ADT scheduled a service appointment for 01/23/2024 to check the system. It was determined the panel stopped communicating and the customer needed to upgrade the system. We contacted the customer, and she advised the internet in her area wouldnt work with a ADT new system. She decided to cancel the account. We submitted a refund in the amount of $332.16 to go back on the card on file. 

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21350131
  
  I am rejecting this response because: The refund has not yet been electronically deposited into my checking account. In addition, my account online states that I have a payment due on March 20. This would be a payment for the second quarter, which I have already made (This should be part of the refund I am due). This payment is for monitoring services which I am not receiving because my system is not communicating with ADT. In addition to receiving a refund, I want to ensure that I will not be billed for services I am not receiving. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/11/2024

  On March 6 I followed up with ADT regarding the status of my refund. 

  Response from ADT: 

  "Good Morning,
  

  Im following up regarding the refund.The refund is going back into the checking account. There is a 15 day hold until 03/10/2024. After the hold, the refund will be process. I want to apologize for the delay.
  
  Thank you,
  
  ***************************
  Presidential Executive Response & Resolution-Customer Relations
  ****************************************************************************
  (o) ************  ext-1126720"

  I was not initially informed that there was a 15 day hold time. This only was mentioned after I asked about the refund. Since there are several complaints and reviews stating that people did not receive refunds, I would like to keep this complaint open until I receive this refund. In additional though my account was supposed to have been closed on March 4, on the MyADT page my account still appears to be open and it states that a payment is due on March 20. This is the payment I already made when I was incorrectly told my monitoring was active. The payment due date has been changed several times. 

  Thank you.

  *******************************

  

  Business Response

  Date: 03/15/2024

  We reviewed the account and the 15 day hold was release. The customer should already have the refund or receive it no later than the early part of next week. The account is cancelled, and no further bill is due.

  Customer Answer

  Date: 03/17/2024

  Update - 17Mar2024 The rebate from ADT has been deposited in my checking accoufor services I am not receivig. nt. Apparently my account was not closed on March 4, as I was notified. On the MyADT page, it now states that my account will be closed in 89 days and that I have a payment due in April. I have attached a copy of the billing history to show that on March 12, the day the refund was submitted for processing, an invoice was also submitted. I do not want to close this complaint until I'm sure this will not be turned over to collections. I am not going to pay for services I am not receiving. 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21350131
  
  I am rejecting this response because:

  Update - 17Mar2024 The rebate from ADT has been deposited in my checking accoufor services I am not receivig. nt. Apparently my account was not closed on March 4, as I was notified. On the MyADT page, it now states that my account will be closed in 89 days and that I have a payment due in April. I have attached a copy of the billing history to show that on March 12, the day the refund was submitted for processing, an invoice was also submitted. I do not want to close this complaint until I'm sure this will not be turned over to collections. I am not going to pay for services I am not receiving.
  
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/18/2024

  Thank you for contacting ADT on my behalf. I have attached a screenshot from the MyADT website to show why I'm confused about this situation. From the website, it looks like there is a payment due before my account is scheduled to be closed and since they are known to turn accounts over to collect agencies, I would like to confirm that this payment is not due. They have been giving me conflicting information the entire time and I know it will be difficult to resolve this once it is with collections.

  In addition, I have attached the latest monitoring report we received. If our account was closed, we shouldn't have received a report and since I physically confirmed that there is no communication between my system and ADT, this report is false. 

  

  Business Response

  Date: 03/22/2024

  After further review of the account, ********************** shows that the refund of $332.16 has left ADT's bank on 3/12. There are no pending payments or further monies owed to ADT. There is a zero balance on the account.

  Customer Answer

  Date: 04/01/2024

  I opened this complaint to close it today and I see it has already been closed. I agree with the closure and just want to take the time to thank you for promptly and thoroughly resolving this matter. I appreciate your help and you attention in addressing my concerns. 

  Although it doesn't affect the outcome of this complaint. It is still concerning that ADT continues to send me reports stating that there is good communication between my system and ADT but since I have verified that this isn't true, it isn't an issue in my case although it could be a problem for other customers. 

  Thank you again for all your help.

  *******************************

   

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the son of *********************; my name is *********************. My phone #************, my e-mail is ************************** Dad does not have e-mail; I am writing this complaint on his behalf. Dad is 88 years old, hard of hearing, and as of August 2023, no longer permitted to drive due to failing eyesight. He has used an ADT Security system in his home for some 25 years, but is no longer able to see the keypad and properly arm the system, making it useless to him. He called an ADT rep about 1 1/2 yrs ago, and asked for a larger keypad. He was told to buy a $3000 upgrade, which he refused. I also called in the spring of 2023 and received the same response. This was the only help they offered, so in June of 2023 we called and terminated their services. ******* asked us to "split the current bill", which we did, for $70.02 (see second upload). Dad's check for the final payment cleared his bank on 7-12-23. Since September of 2023, he has received a constant stream of robocalls, demanding past due monies. I have tried to call and explain, yet the calls/harassment continues. In October I disconnected both the electrical and battery supply to Dad's ADT system, yet to no avail! We were told there wouldn't be any termination fee after 25 yrs of service (and Dad already owns all equipment installed inside his house from the initial purchase 25 yrs ago, so he owes nothing equipment-wise). This means after July of 2023, ADT was owed NO outstanding debt...yet the calls and threats and bills have continued to come in and accrue (see first upload). Dad's account number with ********************************************* is ********. We just can't get these guys off our back... can you please help an 88 yr. old veteran??

  

  Business Response

  Date: 03/01/2024

  ADT has confirmed that the customer requested cancellation of the account on 06/29/2023. We contacted the customer and advised that we waived the balance on the account in the amount of $289.43. The account is now cancelled with a zero balance. The customer was satisfied with the resolution. 

  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:02/26/2024

  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 ADT services installed in a new home in *******. We had to move from that home back to our home **************** so I called to cancel services. They talked me into some new self installed system to waive the old contract and begin a new cheaper contract to save me some money. Instead they charge me $927.56 to end the old contract and start billing me for equipment and a service that I never would have agreed to because it was supposed to nullify the old contract. I called today to get some help and was told that all I could do was cancel this contract and pay another $1000 to be free of this company.

  

  Business Response

  Date: 03/11/2024

  ADT waived the *** and issued a refund.  Customer relocated and had **********************+ account.

  Customer Answer

  Date: 03/11/2024

  I have received a call from ADT and they have told me they will issue a refund and once theyve received the equipment that I shipped back, cancel the contract. I have not received a refund yet or received proof of contract cancellation. Will provide an update when those two actions are completed.

• Initial Complaint

  Date:02/26/2024

  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 caleld time and time again to try and cancel my account with them, they have advised me repeatedly that my account will be canceled but it continues to remain open, and now i supposedly have a bill over $200 because of months going by without cancelation. I called last year to cancel, they kept it open, i called again in january to cancel, they kept it open. I have not used their services in over a year. I would like my account canceled, adn these chargers since my calls to cancel waived since I have bene asking to cancel my account before these pending charges were assessed.

  

  Business Response

  Date: 02/29/2024

  Review of the account, ********************** can confirm that the customer did originally request to cancel the services in August of 2023. A note from 8/21/23 shows an agent offered a virtual appointment and a 3 month credit for the customer which was agreed upon. However, the 3 month credit was never applied. ADT has agreed to cancel and backdate the account to August of 2023, and waive the balance due on the account. The account is closed in good standing with a zero balance. ADT has contacted the customer by phone, leaving a voicemail, and by email to inform them of the resolution multiple times. To date weve not gotten a response from the customer. 

• Initial Complaint

  Date:02/26/2024

  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.

  ADT is taking money from several accounts. When we call they give us different amounts for the service. None of the amounts given match what is taken out. We have tried to explain what is going on but they dont seem to understand.. we need to find out what the charges are for. Contract number ******** and ********

  

  Business Response

  Date: 02/27/2024

  We were able to speak with Mrs. **** regarding her concern.Her complaint was not actually about her monthly amounts being charged by ADT.Mrs. **** advised she only filled out a BBB complaint so that ADT would reach out as she stated she is given the run around by our customer service.
  
  Mrs. **** is not satisfied with what is currently installed in her home by ADT. She stated that there is a large area where there is no protection or what is in that area is not protecting it. Mrs. **** is upset that she keeps being told to add more equipment.
  
  We have setup a technician to review her system and if any further equipment is needed. It is scheduled for Saturday, 3/2/24 between 1:00pm and 5:00pm.