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:02/26/2024

  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.

  I lived at **************************************************** from 1999 to 2019. We cancelled the contract over the phone in 2019. My bank pointed out that ADT is still withdrawing around 65. 00 monthly. I called ADT and they informed me that ADT did not receive my cancellation. I am seeking a refund of the funds that were withdrawn after 2019 since we did not receive any documents to renew this contract. Code of the District of Columbia Chapter 2. Automatic Renewal Protections. 28A203. Automatic renewal provisions; notice; penalties.(a) A person who sells a good or service to a consumer pursuant to a contract that According to ** Be sent to the consumer no fewer than 30 days and no more than 60 days before the cancellation deadline for the first automatic renewal, and no fewer than 30 days and no more than 60 days before each year after the first automatic renewal.I did not live or own ************************************************* I did not receive any mail or email renewing the contract. I am seeking a full refund of 3900 for services not rendered.

  

  Business Response

  Date: 02/29/2024

  We were able to communicate with ************** via email regarding her concern. Her complaint was that she had moved from her address at ************************************************* in 2019. ************** stated she contacted ADT that year to cancel her account since she was moving. This month, her bank notified her that we were still charging her a monthly service. ************** had requested a refund since 2019.
  
  After review, we verified a phone call was made on 8/29/2022 to advise ADT that she no longer lived at the address where the ADT system was.The agent advised it was cancelled but she was still being billed. We do not have any calls from ************** in 2019. We have agreed to refund her $1,123.06 which is the ADT monitoring from 8/29/2022 to 2/23/2024 when our cancellation team terminated her service.
  
  We have emailed a confirmation to **************, and she is satisfied with the resolution.

• 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.

  We signed up with a new security system on September 18th. Brinks Security told us that they had notified ADT to cancel our services on this date. It was clear that ****** didn't do this by October, but we no longer had the ADT system set up or in use. We started calling ADT back in October to cancel but we were either put on long holds that ended in someone hanging up on us, or we couldn't reach anyone. We tried email. I sent letters along with our invoice. They would call to do "routine security checks" and say that the security system was not responding or working, yet when we tried to talk to someone we were hung up on. However, they continued to bill us for months. They finally responded in February 2024 several months later. They will now accept our cancellation but refuse to take the charges off for past few months... although we haven't had ADT since fall 2023...at least 5 months. They are also threatening to send us to collections. We are so frustrated and can't believe how despicable and shady they are being.

  

  Business Response

  Date: 03/11/2024

  ADT has reviewed the cancellation requirements with ****** and advised that a third-party alarm company may not cancel services. ADT has placed the cancellation request into the account on the customers behalf and a credit was applied towards the balance owed for monitoring services in the amount of $100.00 bringing the total due for the monthly monitoring services to $215.19. 

• 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.

  On July 4, 2023, my house caught on fire. The equipment and services I was paying for were to alert emergency services. My alarms did not work and the fire department was not notified by ADT. Instead, my neighbors saved my life and called 911. it wasn't until the fire department arrived and started to tear down my house that the alarms sounded.At this time, I am requesting a FULL refund for all monies I paid ADT in full. IF they choose not to agree, I will be contacting an Attorney.

  

  Business Response

  Date: 03/11/2024

  After further review of the account, the contract that ADT has on file for this customer does not show any fire ************************* was installed when the account was activated on 6/25/20.  The customer is not due any refund.

• 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.

  Signed contract with ADT. Contract expired in January. They put me on a month to month basis without my consenting to it and expect me to still pay. I contacted them in January and talked to 3 different people explaining I don't want any parts of them. They still keep billing me for services I no longer want.

  

  Business Response

  Date: 02/29/2024

  We were able to communicate via email with ****************** regarding her concern. Her complaint was that she had sent a check for her ADT monthly payment and noted the account to be cancelled upon receipt. The account was still active, and she called on 1/11/24 to cancel but advised the account is still active as of today and has a past due balance.
  
  We do have record of ****************** calling in on 1/11 to advise of the cancellation but she did not speak with our cancellation team to make sure the request was processed. As a courtesy since ****************** fulfilled her contract, we processed the cancellation as of 1/11/24 and this will clear the past due balance and no further charges are owed. We emailed a confirmation to ******************. 

• 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 was told today I am locked in to a 2 year contract track for a house I do not own and I let the person know who signed me up I don't own **** home I'm just renting and I will be moving out of this house in March I called to day to cancel services because I move into my house on March 18 2024 I was told I would have to pay 75% of this contract to get out of it which is ******. And I was not aware that I was locked in to this contract

  

  Business Response

  Date: 03/06/2024

  ADT has waived the early contract termination charges as a goodwill. 

• 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 contacted ADT now on several occasions because my alarm system is not working properly. It makes sounds as if the property is being breached and no one is near or around my home. It periodically beeps. On the calls, they are insisting that I self diagnose the problem or something. I requested several times that a service person come out and inspect the equipment to see what is wrong and help the make sure my property is secure. This is a recurring bill and I would like to keep the service, but I need to be able to feel safe. I would like someone to come out and check the equipment for me.

  

  Business Response

  Date: 03/08/2024

  Upon review of the customers account, ********************** spoke to the customer and scheduled a service call visit on 3/5/2024. ADT followed up with the customer today and left a message with *********************** contact information.

• Initial Complaint

  Date:02/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT has fraudulently been processing payments on my credit card despite having been informed on multiple occasions to discontinue processing automated payments.On December 5, 2023 I called ADT to remove my credit card from automatic payments. The rep advised that she had processed the request. I requested to receive monthly invoices from ADT and advised I will pay by check on a monthly basis. The rep affirmed that I could pay the monthly monitoring by check. Despite the confirmation, ADT continued processing payments automatically.January 23, 2024 and January 29, 2024 I contacted ADT two separate times requesting to speak with a supervisor , I was refused both times. I was told that there was no supervisor available, the supervisor was in a meeting. My calls were similar to Decembers call in that ADT yet again received a paper check from me but had also charged my credit card. This was after I had called previously and was told by ADT rep that I had been removed from automatic payments. In speaking with the two reps in January they both apologized and said they would ensure that this issue wont happen again next month.February 22, 2024 I called again and asked to speak with a manager and was denied to speak with a manager. I was told no manager or supervisor could assist me. I am baffled at the incompetence of ADT customer lack of support. They have not yet address this matter and have yet again charged my credit card despite having received payment via check which I will attach as proof. I have tried removing my credit card multiple times manually through the ADT app and online portal without success. When I called February 22 the ADT representative argued with me that they show no record of having charged my credit card. This really has upset me because I have sent screenshots to ADT proving they have charged my card and no one has addressed the matter. I hate to deal with this every month with no resolution. It is fraudulent.

  Customer Answer

  Date: 02/26/2024

  I have contacted ADT more than 10 times telling them to REMOVE me from
  autopay. Despite contacting calling over and over I am trying to
  understand what is hard to comprehend. Remove me from autopay this
  should not be a recurring issue every month. I have sent a check in the
  *********** for my services with ADT. Despite constant communication
  with ADT and being told that my account has been removed from autopay,
  you still took money from my credit card today.

  Attached is additional correspondence sent to ADT concerning removal from autopay as of December 2023.

  

  Business Response

  Date: 03/08/2024

  ADT is currently working with the customer on a resolution. We will provide an updated response once we have resolved the issue.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21346820
  
  I am rejecting this response because:
  ADT has failed to acknowledge the fraudulent charges made against my credit card despite them having received payment via check of which ADT cashed the check. Attached please see proof of the check sent by me and deposited for cashing by ADT. ADT has not called me to resolve the fraudulent charges. I therefore wish for my complaint to remain open. There escalation rep only called and said she was assigned the case and will look into the matter of which I have not heard anything else from ADT.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/12/2024

  After review reviewing the account, it appears the customer requested to have the account removed from auto pay and pay off the remaining balance of the equipment. ADT contacted the customer and apologized the auto pay wasnt removed during the time frame she requested. We submitted a refund request in the amount of $66.91 to be refunded back to the card that was on file. We also provided the customer the remaining balance for the equipment. 

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21346820
  
  I am rejecting this response because: ADT has failed to provide any updates directly to me concerning the refund. As of today, I have not been issued a refund or formal notice for such refund. Until ADT provides the refund, this matter is not satisfied. They are advising BBB inaccurately.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/15/2024

  ADT contacted the customer on 03/12/2024 by email and phone.We went over the refund and the remaining equipment balance. During the call,the customer submitted a 1 time payment in the amount of $487.24 for the remaining balance of the equipment. We followed up with the customer on 03/14/204 to confirm the payment was received and the billing was adjusted. We also issued a 2 month monitoring credit. The customer was satisfied with the resolution. 

  Customer Answer

  Date: 03/18/2024

   
  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 was assigned my acct from ************** in OCT/NOV 2022. I did not choose this ** as my security **mpany. I stated that I should be able to choose a **mpany. I was already having problems with Reliant with the doorbell: I can see any further than about 6 feet from my front door- when trying to answer the bell, the person leaves because it takes too long for it to make the "**nnection'. I need to see someone approaching my driveway (in front) and the camera in the rear only shows someone AFTER he has entered my backyard. I need to see him approach the gate. Once he is inside my backyard, I have no response time to interact! (I am a senior citizen.) In addition, when I have **ntacted ADT for the alarm going off in error, no one seems to know my **de to turn it off! It provides horrible service!I have explained this to ADT, but my requests have been ignored. I just want them to fix the problems for my money. i don't have money to give to this ** for NO Protection!Security by Reliant is NOW ADT security. I do not want to use ADT as my security **mpany. I want to choose who I pay my money to, not be forced to accept a **mpany from a lousy provider. Do the **nsumers have any rights? Regards,***************************

  

  Business Response

  Date: 03/08/2024

  ADT has reviewed **************** account. ************** entered into an agreement with NRG in April 2022 and ADT subsequently acquired the account in December of the same year. The agreement has 12 months remaining.
  
  An ADT technician was at ************** site in March of 2023 and the technicians notes indicate the doorbell was working at the time. No other service requests have been made since that time. ************** last made payment in August of 2023 and the account is currently 150+ days past due.
  
  ADT attempted to contact ************** on 3/1/24 and 3/4/24 at the number listed in her concern and via email on 3/5/24. The phone number appears to be out of service and no reply was received to the email sent. 

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21340174
  
  I am rejecting this response because: No one contacted me; no one has arrived at my door.  I have contacted ADT since I was notified its had gotten the contract that I did not want them, that I wanted to choose who is to receive my money (MY RIGHT); that I was not pleased with the location and placement and visibility of the cameras for as a senior with a disabled daughter w/o sight did not provide the coverage (a sense of security) for me.  I made several calls and they were unanswered. I explained what needed to be CORRECTED.  This went ignored!.It is funny they have not mentioned the numerous emails and the conversations that I have had with the employees who call here for payments :instead they mention the days the phone service was interrupted.  They have my email address.

   Correct your cameras. I don't USE the system as is. and they know this.

  I have sent to your separate copies of   emails that I sent to them.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/15/2024

  ADT was able to make contact with ************** on 3/14/24 and scheduled a service visit with an ADT technician on March 20, 2024. 

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21340174
  
  

  thank you for sending out *********************** out; however, my problem is not resolved. He has set up door bell/cameras on my daughter's phone which differ from what I had previously, and the security box is still here on the wall sounding an alarm for no apparent reason as I was told the system is connected to my daughter's cell phone. It has gone off every day since ****** was here . What do we do when we are asleep?  What do I do if an incident occurs when my daughter is out with her phone?  We are still unprotected. Please remove these cameras and ter.minate my service so that I can get a security system that WORKS and Protects & ****** potential danger!

  Correspondences have been sent and (phoned) to this company from the date of notification.  I do not use the service, and can't service when requested.

  
  
  

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

  

  Business Response

  Date: 03/29/2024

  ADT serviced the doorbell on 3/20 and is not aware of any further issues.

  

  Business Response

  Date: 04/01/2024

  ADT serviced the doorbell on 3/20 and is not aware of any further issues.

• Initial Complaint

  Date:02/25/2024

  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.

  Cancelled service when I was moving from ** to ******** (Dec. 2022). Was told I had another year on my contract so I continued to pay that off ($39.90) until October when I contacted the company and was given the amount of $307.71 to pay off remainder of my contract. I sent a check for that amount on Oct. 16 2023. I was told that was the LAST PAYMENT I would have to make but I am still being billed for $39.90 a month. I have called and talked with at least a dozen ADT employees without making progress. Sometimes I'm told they will take of it and I do not need to pay. Other times, they have no idea why I'm being billed. It's an exercise in frustration: I have explained to them at least 15 times, I have been transferred from person to person, (sometimes as many as 4-5 times per call), I have begged, shouted, asked for supervisors but no progress is made. I'm out of ideas--except to get a lawyer. I have been getting constant phone calls and emails about it. I shouldn't be harassed in this way for no apparent reason. In addition, I was being charged $69.90 for monthly service, which I specified (at the time of my initial cancellation in Dec. 2022) I DID NOT WANT OR NEED any more because I am in a large apartment building. Thankfully, I am no longer billed the $69.90, but I did pay from Jan. to Oct. (2023) and I want that money back.

  

  Business Response

  Date: 03/06/2024

  We attempted to reach out to the customer twice by phone, but was only able to leave voicemails. We also emailed the customer, but have not received a return response. We do apologize for any frustration or inconvenience endured with the service. After review of the account, the customer began service on a ******** agreement that started on 05/28/2021 and the term ends 04/30/2024. Per the agreement terms, if the customer cancels service before the end of term the customer will be billed 75% of the remaining term. After further review, the customer processed the ****** cancellation of service on 10/09/2023 and the account completely cancelled on 11/01/2023, which resulted in the customer being charged early termination fees in the amount of $307.71. Once the 30-day cancellation is processed, the customer is still responsible to pay the monthly monitoring fee covering 10/01/2023 through 10/31/2023, which that is the reason for the final bill of $68.80. As a goodwill courtesy, we have waived the balance of $68.80 and have removed the account from collections. The account reflects a zero balance and nothing further is owed to ADT.  Based on the account still being in a contract term, there is no refund warranted for monitoring fees paid from January to October 2023 and the account was actively monitored. We are closing this case due to no response from the customer. 

   

• Initial Complaint

  Date:02/25/2024

  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.

  I received a call from an ADT representative claiming I owed a balance. The representative claimed I had a verbal contract w/ ADT from 2021 and therefore was being charged for an early termination. I challenged the claim as I hadnt signed a contract since ***************************************************************************************** w/ the name and a recording of whom ** spoken with. I later received an email on 2/9/24 at 12:17p with my original contract from 11/15/2016 that was good for 3yrs. In reviewing my expired contract Ive realized that for several years I may have been overcharged for cameras I never had and why the last servicemen who visited my former property asked about a camera now makes since.Then an authorized dealer of ADTs showed up unannounced to my newly purchased residence trying to sale me on a new contract. I quickly explained the situation in hopes of zeroing out the account, but was scheduled for an installation that I cancelled. Id already invested $800+ in Ring equipment and had no desire to go through this headache again. Prior to this incident I sold and vacated my home in Dec 2023 and had been contacted by an ADT representative. The representative informed me ADT would need a 30 day notice to stop service. I emailed ************************************** on 12/11/23 notifying him I no longer wished to have services. I received a bill for $385.46 billing me for the period 1-15-24 thru 8-15-24. I then emailed ************************************** 12/22/23 , **************************************** and ******************************************* on 12/28/23 notifying them of the cancellation and asking for an explanation and a zeroing of the account. I received no response and continued to receive bills requesting payment. I want All ADT employees and its authorized dealers employees to refrain from trespassing onto my property. I dont want any solicitation of any kind be it mail, email etc. from ADT or its authorized dealers indefinitely.

  

  Business Response

  Date: 03/08/2024

  ADT has attempted to reach the customer by phone and email and has not been successful. We will be happy to help the customer once our correspondence is returned.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21343396
  
  I have not received an email communication from ADT that Im aware of.  They can definitely contact me via email at ***********************, which you can pass along if they dont have it. I called back ************** ext.  ******* twice on March 7th and left ******** a message. I called back on March 11th twice again and still couldnt reach her. At this time Im not satisfied, my billing dispute isnt resolved.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/12/2024

  After reviewing the account, it appears the customer signed a ****** agreement on 08/16/2021. We contacted the customer and explained a new contract was signed during the upgrade in 2021. As a goodwill, we offered to waive the early cancellation fees. We credit the account $324.64 and submitted a refund for $61.18. The customer was satisfied with the resolution.

  Customer Answer

  Date: 03/13/2024

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