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

  6931 Vista Pkwy N Ste 16 West Palm Beach, FL 33411-2720

  
• 

  ADT Security Services

  2801 Gateway Dr Pompano Beach, FL 33069-4324

  
• 

  ADT Security Services

  125 Av. Eleonor Roosevelt San Juan, PR 00918-3106

  
• 

  ADT Security Services, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  

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:08/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to cancel my service on 8/17/2023 after well over a year of back and forth with technicians who were unable to fix my monitoring issues. The customer service agent stated I "renewed" my contract in June 2021 "verbally" over the phone and now owe a remaining balance of $432 on the remining ten months. I never signed anything nor did I ever receive an email or physical documentation stating this, however my online account has a letter stating I "verbally agreed to a new 36-month contract ending in June ****" even though I was told in June 2021 that it was now a month-to-month contract with no termination date and could cancel at any time. I own all of the equipment ADT originally provided upon installation. ADT knows my system does not work and offered to upgrade to a new system upon requesting cancellation - but with all of the issues I've had with them, I know that is not a viable option. If this cannot be rectified I will go to a lawyer or the general attorney's office.

  

  Business Response

  Date: 09/21/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has confirmed that the customer's account is cancelled & the balance was waived. 

• Initial Complaint

  Date:08/17/2023

  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.

  Changed security to ADT in May of this year. Since that time, multiple problems, one garage door will not operate on the app, only on the garage door remote, panel will mot dim at night, doorbell only works on ****** and cannot be heard throughout the house, panel will say doors are not locked when they are, panel will not connect to wifi and the list goes on. Finally yesterday I was able to resolve some of the issues. I have called and waited. Today an appt was set to speak to a supervisor. They were to call between **** this morning. Again NO CALL.This is their way of doing business. Avoidance.They even asked me a 75 year old woman to climb a ladder in the garage to work on the equipment they installed which has NEVER worked. Today they keep calling me back and I keeping answering and pushing in 1 but they dont recognize and disconnect. They so many problems I could go on forever! Now they want me to pay for someone to come and repair their mistakes and I refuse.

  

  Business Response

  Date: 09/20/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has waived the service call assessment fee, due to customer's lack of mobility required to troubleshoot that device.

  We have resolved the service issue. 

• Initial Complaint

  Date:08/17/2023

  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.

  Since I've had Blue by ADT I have not been able to get service that allowed me to have protection at my house. I've had events to happen that were not captured. They could not explain what happened. They have suggested I add more cameras and I should add extentors. I've done everything. Recently someone took over control of the camera and account. I called and asked to cancel the account because they had assured me I could if nothing worked and they would waive the cancelation fee. Now that I am asking they refuse to cancel or waive fee. This is a rip off and surprise they are able to stay in business. Please help get service cancel and fee waived. I have no problem returning equipment.

  Customer Answer

  Date: 09/06/2023

  Hello, I was  checking on status. They continue to email for payment since I've stopped payment.   However no one has bothered to reach out. They only want payment for service no provided.  This is a scam.  There are so many other complaints on ******* People complain no service but can't find way to cancel or stop payments.   They mislead you to believe the service is the same as ADT Wired but actually 2 totally separate companies. I know at some point they will finally cancel me for non payment which is not accurate. I stop paying to try to get someone in Corp to call me to negotiate this cancelation fee.  When I called the representative was more interested in debating and not luste

  

  Business Response

  Date: 09/26/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Upon review of the account, the customer is alleging that someone is breaking into her wifi. We have advised that early termination fees are valid & due upfront, if cancellation is initiated. 

• Initial Complaint

  Date:08/17/2023

  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.

  Date of Incident: March of 2023 - August of 2023 ************************ in March 2023, but continue to be charged and told service was never cancelled after repeated phone calls to cancel were performed. First call: March 2023; told we were to expect a final bill in April that would terminate the service. Second call: After receiving another bill in May 2023, another attempt to cancel was made. They said they cancelled. Third call: June 2023 we receive another bill, and after calling I am told there was no record of a cancellation on my account. I demand a cancellation and a confirmation. They tell me they cannot send an email confirmation so I request a letter. They say I should receive one. I never do.Fourth call: I am told that they have a record of my cancellation. But only after my June call. They also note my original March call to cancel. I ask them to clarify why they did not cancel after that March call. The representative cannot give me an answer. August 17, 2023 I receive another bill with an invoice date of 8/15. No call is made and I begin the process of filing a BBB report.

  

  Business Response

  Date: 09/20/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has processed a refund of the last two payments made. 

• Initial Complaint

  Date:08/17/2023

  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 6/30/23 I relocated my service fo ADT on the go *****************************. Order number ******** . I am a senior citizen and have made multiple attempts to reach the customer service office, but they transfer your call fm one rep to another. **** made calls to customer service and was placed on exhaustive hold with final hang up by the staff.. ADT continued to debt my personal banking account They debt on july 6, $3188.67 was taken, another debit on July 21, 8/4/23 & on 8/15/23 they took over $1,673.00 which was not previously approved. This company has been fraud against a senior citizen taking funds from my bank account. This company does not keep accurate records and refuses to update accounts. Advice to others DO NOT provide on online banking information. Very abussive in their practices Request refund of $1,677.00 and a formal apology.

  

  Business Response

  Date: 09/19/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  The customer disputed the payment made; therefore, no refund is owed. 

  We have waived the contract termination charges, in the amount of $1707.28, clearing the balance. 

  Customer Answer

  Date: 09/27/2023

  Good afternoon, 

  thank you BBB for the prompt response in addressing my issue with ADT.  I understand they have stated further charges are waived, however my issue is that no charges were owed to ADT.  My service at ******************** was properly transferred to *********************************************************** number #********.  

  I've sent several certified letters and payments for service at *************** PL in the form of cashier's check, to no avail to have them return.  ADT's refusal to accept payment in the form of cashier's check, is proof for me that they only want to have access to individuals electronic accounts to over charge and defraud senior citizens.  I have attached copies of return cashier's check and certified mail envelope.

   

  Thank you again, for your attention in this matter.

   

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

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20482915
  
  

  Good afternoon, 

  thank you BBB for the prompt response in addressing my issue with ADT.  I understand they have stated further charges are waived, however my issue is that no charges were owed to ADT.  My service at ******************** was properly transferred to *********************************************************** number #********.  

  I've sent several certified letters and payments for service at *************** PL in the form of cashier's check, to no avail to have them return.  ADT's refusal to accept payment in the form of cashier's check, is proof for me that they only want to have access to individuals electronic accounts to over charge and defraud senior citizens.  I have attached copies of return cashier's check and certified mail envelope.

   

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

  

  Business Response

  Date: 11/08/2023

  Our ********** does not accept payments. 

  All customer payments are to be sent to: 

  ADT Security Services
   **********, ** 15250-7878

  Customer Answer

  Date: 11/16/2023

  ADT continues to adhere to unfair payment and credit practices.  Payments for the account of ******** have been submitted in the form of certified check and money order.  they refused payment unless it is in the form of check or debit card.  Per the attachments, I am constantly receiving emails from them of late payments .  the previous issue of refunds is not correct because the ADT to go account from Teaberryway ** was transferred to ********************************************  So, the charges to my checking account were not valid.  They attached my checking account for $$$ not authorized in the first place.  Practices by ADT are not conducive to Senior citizens.  If additional documentation is needed, pls advise.

   

  Respectfully submitted

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

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20482915
  
  

  ADT continues to adhere to unfair payment and credit practices.  Payments for the account of ******** have been submitted in the form of certified check and money order.  they refused payment unless it is in the form of check or debit card.  Per the attachments, I am constantly receiving emails from them of late payments .  the previous issue of refunds is not correct because the ADT to go account from Teaberryway Ct was transferred to ********************************************  So, the charges to my checking account were not valid.  They attached my checking account for $$$ not authorized in the first place.  Practices by ADT are not conducive to Senior citizens.  If additional documentation is needed, pls advise.

   

  Respectfully submitted

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

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

  

  Business Response

  Date: 11/28/2023

  As previously stated:

  Our ******, **  building does not accept payments. 

  
  All customer payments are to be sent to: 
  ADT Security Services
   **********, ** 15250-7878

   

   

• Initial Complaint

  Date:08/17/2023

  Type:Customer Service 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.

  In April 2023, I requested a camera doorbell installation from Protection One and was told that H********************H would have do the installation. However, the installer wasn't able to install the doorbell without wires showing. I contacted another company who was able to install the camera doorbell without the wires showing, so I switched my home security system to them and cancelled Protection One/H********************H. We have been Protection One customers for over 30 years. My cancellation was due to their inability to provide the service I needed for my safety. They are now charging me an early termination fee. Had they provided the service I needed, I would not have changed my service provider. They have a responsibility to uphold their part of the contract to provide service to the customer,

  

  Business Response

  Date: 09/21/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Due to the customer's tenure, we have waived the contract termination charges. 

  Customer Answer

  Date: 09/22/2023

   
  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:08/17/2023

  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.

  First installed ADT Security System while living at ***************************************************. Then I moved to *********, ** and requested a service transfer. ADT Security was installed at my new address, ************************************************ in late July. I was told I would not be charged any penalties as I was transferring my service to my new address. I received a bill for $1500 for early cancellation. AFTER 5 PHONE CALLS to ADT SPANNING THE LAST 6 WEEKS, requesting the ******************** be cancelled, it remains fully functional. The Crystal **** property was sold and is occupied by a new homeowner, yet both myself and my emergency contact person continue receiving email alerts and phone call alerts from ADT about the ************ property.Furthermore, the ************* property was not set up properly. I cannot pair it to the ADT app on my phone or other devices. Sad and frustrating, not one person I've talked to at ADT during my 5 attempts has been able to help resolve these issues. I'm done wasting my time trying to talk to their incompetent employees.

  Customer Answer

  Date: 08/18/2023

  The alarm installed in ********* does not stay in Armed mode either.  I set it to Armed Stay at bedtime, in the morning its found to be Disarmed, and Im the only one here so I know nobody else disarmed the system.  
  

  This issue also needs to be fixed!

  

  Business Response

  Date: 09/19/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Upon review of the account, the $1500 adjustment was made to the account on 08/05/2023.

  Customer Answer

  Date: 02/16/2024

  I had ADT Security set up in my PREVIOUS HOME at ***********************************************. I sold this home August 15, 2023. When I signed up for ADT Security in my CURRENT HOME at ************************************************, I was told by ADT sales personnel that I would no longer be held responsible for the equipment at the previous home, because of the fact I was installing it at the new location. ADT LIED. They've been charging me $35.90 per month for the equipment at ******************** in addition to the equipment and services at ************** This means since August 15, 2023 I have been paying $35.90 / month for equipment on a house I no longer own and was promised I would no longer be responsible for. I have attempted to resolve this issue with ADT for the past 6 months through multiple phone calls. I'm done trying to talk to them.

  I would like a refund for the $215.94 I've paid on this since August. I would also like the equipment contract on *********************** to be cancelled. ASAP.

  

  Business Response

  Date: 02/23/2024

  After further review of the account. The equipment from the previous location is still owed to ADT. The customer signed a retail installment agreement when the services were set up which outlines the terms of the agreement. Even when a customer cancels or relocates, the remaining balance of the equipment is owed. ADT considers this concern resolved.

• Initial Complaint

  Date:08/16/2023

  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 moved into a new build home in March 2021. I decided to have ADT install security equipment. There wasone malfunction in the past but since December 2022, my alarm system hasnt been working right. I cannot control it from my phone so if I go to work, I can set the temperature from my phone, set the alarm, disarm the alarm, unlock the door, nothing. Yesterday, my alarm wakes me up at 5:03 am beeping. I changed batteries in every alarm and right now, 8:29 pm the next day, alarm is still beeping. For the past two weeks, I have been calling and emailing ADT, they will not send a technician out here, period. If I try to test the alarm, they send the police department and fire department out here. I call, have to wait 45 minutesto speak with someone just to basically get no help. Why cant they send someone out here because since December 2022, they have debited close to $70.00 from my account for ******************** I cannot use because my alarm has malfunctioned and they wont come out to repair it or replace the problem. I would like to terminate services and to be reimbursed from December 2022. I will go to Vivint or elsewhere.

  

  Business Response

  Date: 09/20/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT completed service at the location on 08/26/2023. No further issues have been reported. 

• Initial Complaint

  Date:08/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for ADT in 2020 for a 3 year contract because we were having people come in our back yard. I was not fond of the service provided but stuck it out. In march/april of 2023 I contacted ADT to have a technician come out to fix my doorbell camera and to also ask when my contract ended so that I could cancel because i plan on moving and no longer need the service. I was told by the representative that my contract ends in October of 2023 and advised that I would call back around that time to cancel.Fast forward to 08/14/2023 I contact ADT to go ahead and cancel the services because we are moving earlier than we thought and was told by the representative that my contract now ends in **** and to cancel would result in a $2531 charge. I told him that was a mistake and that I never agreed to that either verbally or in written form. I was transferred multiple times and spent hours on the phone and was told by at least 2 representatives that they did not have any formal contracts ending in **** that had been approved by me. When I asked them to cancel it they said they would and i would not be charged. I called back later and they stated that the contract still showed an end date of ****. After finding out that nothing had changed I left a review on ****** and received a reply asking me to email their corporate office. I emailed the corporate office and was told that the issue was being handled and I would not be charged. Today, 08/16 I received a bill stating that I owe $2531.00 due to "early cancelation" when the bill should be between $60 and $100 to cancel prior to the month of October. I have spent HOURS on the phone with these people and keep getting redirected and get no help whatsoever.

  

  Business Response

  Date: 09/20/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  As a gesture of goodwill, we have waived the contract termination charges in the amount of $2485.08.

• Initial Complaint

  Date:08/16/2023

  Type:Customer Service 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 installed a security system in our home, which included a doorbell camera and an exterior camera. The doorbell camera ceased working 6 months after installation. We contacted ADT, they sent a technician who removed the doorbell camera and left. Shortly after the exterior camera ceased working. I have attempted contact by e-mail and telephone, to no avail. I am still making monthly service payments for a service that is partially inoperable.

  

  Business Response

  Date: 09/20/2023

  
  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve the same alarm system-related issue and has not been able to resolve that issue within the first six (6) months of your contract. Equipment must be fully removed before a refund will be processed.Conditions preventing normal system operation cannot be caused by the customer.

  The customer has one service call, that took place 01/27/2022; which was the last time that the customer has contacted **********************.

  Cancellation will incur contract termination charges. We will be more than happy to service the faulty camera.