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

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  

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:06/20/2023

  Type:Order 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.

  Contract issues. Multiple promises broken by customer service on new billing at a lower rate that was supposedly a lifetime contract. Never got an email as requested, never got the lower rate as requested and we are now told that we can expect to be billed at a different rate for the future. So in essence, they will not cancel a contract that has expired and that we have asked politely multiple times and been promised. Refunds and lower rates. Expect much more from a national brand.

  

  Business Response

  Date: 07/21/2023

  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 cancelled the customer's account & issued a refund.

  Feedback has also been provided to the manager of the agent that made the retention offer. 

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20209125
  
  I am rejecting this response because:

  They continued to bill us after they said they would not.  It was only $2.49 but I fear it will be more next month.  I have reported to my bank and hope they can prevent further billing for services we have canceled.

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

  

  Business Response

  Date: 08/22/2023

  No further invoices or payments will impact the customer. 

  Customer Answer

  Date: 08/22/2023

   
  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:06/19/2023

  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.

  ADT sales rep was contacted ************** regarding a remote control issue that shouldve been corrected under warranty. The delays in getting back to me cause the resolution to go past the warranty. And I kept getting the runaround between the sales rep and the customer service department and the technical support team I want this resolved with the product being covered under warranty with no charge Im gonna continue to escalate.

  

  Business Response

  Date: 07/26/2023

  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.

  ADT has opened a ticket to address the keyfob. 

• Initial Complaint

  Date:06/19/2023

  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.

  My husband and I purchased ADT because we wanted an alarm system. we got the system. My husband put the alarms in the windows. We were not impressed with the hub. We thought at a later time we could upgrade. We could not get the window units to work. We called and spoke with someone from ADT but they cannot help us, and they set up an appointment with a video Skype session at a later date. A week later, when the appointment was no one called. We then called and explained no one called us and this is not working. The lady tried her cell by having us take the window, alarms off and the batteries out and put the batteries back in and push the little button on the inside, etc. etc. to see if it lit up none of them did. we were very disappointed. The lady explained she would set up another video ***** and I said to her I hope this one calls and completes the appointment. She assured me that it would happen, but two hours later, when the appointment was supposed to be no one called. I called the next day and explained to another customer service representative. What had happened she suggested I send them back the sensors and get new sensors and I agreed She explained tthe department was not open it had closed and I would have to call back the next day I called back and I was on hold for 45 minutes and I left the machine to call me back and it did not buy this time. My husband and I were done with a ADT. I tried to call and get a hold of the department to get a return label sticker because the customer service representative that I did get a hold of said they did not have that authority, and I had to go through a different department. I never could get anyone until today which was 32 days into my contract. The lady was rude and said that I owed over $900 in equiptment no I dont. I havent even been able to use them. None of them have worked the way the company conducts business. I do not want to waste my hard earned money on them. Customer service satisfaction should be your goal its not.

  

  Business Response

  Date: 07/26/2023

  
  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.

  

  Business Response

  Date: 07/27/2023

  We attempted to call this customer, but were unfortunately unsuccessful in reaching them. We have left a voicemail along with an e-mail advising the customer of our attempts to reach out. Per reviewal of the account, we can schedule a *************** Assistance appointment for the customer & also apply a monthly credit of $34.99 to waive the next months monitoring.

• Initial Complaint

  Date:06/19/2023

  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 signed up with ******** Security in June of 2022 while working with ********** sales person ***************************. I was under distress during this time and felt like I needed security for my home. I specifically told **** that I hired ******** because I had heard nightmare stories about ADT and didn't want to deal with them. I also explained to Bill that there was a chance that I had to move within 6 months and asked how that would impact the contract with ********. He said that I could either a) ask the new home owners to take over the service, b) transfer the service to my new home, or c) pay $50 to end the contract. Within 1 month, my contract was sold to ADT without my consent. Once again, this is the company that I did not want to do business with because of their bad reputation. Early fall of 2022 I had to go ahead with my move to ******* and listed the house. During this period I tried to contact ADT many times to pay the fee to cancel my contract as **** had promised. I was passed around to at least to 5 different departments/people (probably a tactic) and I often gave up after being passed around for an hour as I had to also hold on to a job. Once I actually got someone on the phone, I was told that I could not cancel my contract, but had to continue to pay for the reminder of the 3 years. They said that upon cancellation I would get a letter with a number and that I could file for a complaint at that time. I still, at this point in time, have not received this letter. I tried to call ******** and ***************************, but my calls were not answered. I closed on my house in GA on October 28th of 2022, have since moved to a high-rise condo in ******* (no need for a home alarm) and I'm still paying $35.50 a month and will for another 2 and half years for a home that I do not live in/own anymore in a state I do not live in. I feel absolutely fooled into a contract under false pretenses by ***************************, he just wanted a quick sale knowing fully that he was telling me lies and that my contract would be sold within weeks to a company that I did not want to do business with.With inflation were it's at right now- this monthly payment is taking it's toll and I'm begging for help to get out of this.

  

  Business Response

  Date: 07/26/2023

  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.

  ADT has closed the account.

  A final bill will be provided, per the terms of the customer's ******** contract. 

  Customer Answer

  Date: 08/01/2023

   
  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:06/19/2023

  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 am moving from ownership of the ****************************************************************************** home and should not have to pay any separation fees. Almost $500 is outrageous and egregious and should be removed! I will never seek out a service with them again!

  

  Business Response

  Date: 07/26/2023

  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.

  ADT has waived the remaining balance. 

• Initial Complaint

  Date:06/19/2023

  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 have tried to cancel my ADT security services for HOURS. I keep getting hung up on, calls dropped, transferred here and there, and no one is helping me. *** called dozens of times, spoken with at least 5 people at ADT and no one seems to be interested in helping me cancel my services.

  

  Business Response

  Date: 07/23/2023

  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 has accepted a retention offer, lowering rate. 

• Initial Complaint

  Date:06/19/2023

  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.

  I'm trying to cancel my service but the wait times are 80+ minutes. Cannot cancel online. Even when alarm is going off, you must still go through prompt and then wait.

  

  Business Response

  Date: 07/24/2023

  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 closed;with a zero balance.

   

• Initial Complaint

  Date:06/19/2023

  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.

  Camera install waited 2 weeks took the day off work I call in to make sure and they tell me they're is no tech. They didn't notify me but made sure I confirmed apt etc I want a few install and credit for 8 hours of work missed and the customer service lies and misleading info

  

  Business Response

  Date: 07/24/2023

  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 has cancelled the appointment. We have placed a credit of $67.00 on the account & temporarily reduced the customer's rate to $14.99 for 6 months. 

  Customer Answer

  Date: 07/25/2023

   
  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,
  
  Christie Commons

• Initial Complaint

  Date:06/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Canceled service when we moved on 12/30. Said I would still be billed through mid-February (which is criminal) and then continued to charge me as of June 19. Called customer service and that person agreed the notes showed that I cancelled and that he would have to send me to credit department for refund. Waited on hold for 90 minutes! I had to hang up as kids needed me and now I am stuck where I began - still being charged for services I canceled in December 2022. I am exhausted, disappointed and now experiencing financial hardship as a result of $75/month ADT has been charging me for months without legally allowing to do so. Please help!!!

  

  Business Response

  Date: 07/23/2023

  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 $374.23.

• Initial Complaint

  Date:06/19/2023

  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.

  Tried to cancel and was not able to

  

  Business Response

  Date: 07/26/2023

  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.

   

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20205520
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************