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

  
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  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:05/30/2023

  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.

  Adt automatically drafted out $900 of my account. They did not stand by the contract and move services or attempt to come out to our property. The building we leased is being demolished after 2 years of leasing and we do not plan on relocating our business. ADT refuses to be of any kind of assistance and waive the early cancelation fee of $962.62. Thanks ADT. I would not recommend them. For anyone looking for the next step: Advanced Notice Requirement. Before initiating an arbitration or a small claims matter, you and ADT agree to first provide to the other a written Notice of Dispute that will contain: (a) a written description of the issue and the supporting documents and information, and (b) a specific request for money or other relief. A Notice of Dispute to ADT should be sent to: ********************** ADT Security Services, **************************************************. ADT will mail a Notice of Dispute to your current available address.Rules for Proceeding. You agree to make attempts to resolve the Dispute prior to commencing an arbitration or small claims action. If an agreement cannot be reached within forty-five (45) days of receipt of the Notice of Dispute, ADT or you may commence an arbitration proceeding or small claims action.

  

  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.

  The contract termination charges are assessed based on the agreement. The balance is valid. 

• Initial Complaint

  Date:05/30/2023

  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.

  First i was lied to because i was told i could do a month to month system. I ended up finding out months later that they had put me under a 5 year contract. I would never do a 2 year contract let alone a 5year one. They lied to me and told 50 a month then it turned into 80 a month. For months now my system does not work. I have been 5 months trying to get someone to resolve my issue. I've had 2 technicians come out and try to fix my alarm and they have not. The last technician and his supervisor informed me that we can not have the adt Security system in our area because it is draining all the batteries because it constantly checking my system because I live in a rural area. They tried to convert something and couldn't either. I have been on the phone everyday with at least 50 employees or more giving me the runaround and lying to me. I was waiting for the fraud **** to call me back which they never did. They keep telling me wait 24 to 48 hours and I get nothing. I finally called corporate and spoke to ****** and he said he would help. He was supposed to call me today with a resolution. I'm still waiting. I'm tired of waiting and waiting. I don't want to deal with this company ever again. I just want them to take their equipment and leave me alone. I can't even cancel because they want to charge me **** dollars for canceling. I'm being held hostage with a faulty system that will not work and making monthly payments for a service i don't get to a contract I never signed.

  

  Business Response

  Date: 07/10/2023

  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, ADT has released the customer from contract. 

• Initial Complaint

  Date:05/30/2023

  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 contacted ADT to obtain their self install security cameras. I paid the initial payment and the equipment was shipped to me. I attempted to pair their Hub with my WI-FI. It failed. I attempted several times with each attempt failing. I contacted ADT support and the agent tried to help. I called 7 times, I talked to 12 agentsbecause I was transferred numerous times, and no one could help. I even contacted my WI-FI provider to see if the problem was on their end, at the behest of ADT. I packed up the equipment and shipped it back via **** I have verification it was received. I again called ADT to cancel my account. The agent verified the equipment was received. He advised that an audit of my account would take place and any money due me would be returned. My credit card was again hit for a payment of $***** for ADT services. I have called again today and was transferred 3 times. I have now been on hold for 53 minutes. I would like my account closed, my ***** returned to me as well as a payment of ***** on 05/93/23, as well as a payment of ***** for shipping the equipment back,

  

  Business Response

  Date: 07/13/2023

  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.
  
  

• Initial Complaint

  Date:05/30/2023

  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.

  After having ADT for several years ADT kept raising my rates. I called to cancel because rates were now more than doubled from my original contract. They told me if I stayed with them, they would lock in my rates at the original rates, so I told them OK. After two years my bill suddenly doubled again. I called to cancel, and they kept giving me the run around. This was over two months ago. I told the agent that I was cancelling my account. He kept talking about how they valued my account and wanted to keep me as a client. I kept telling him I was cancelling, and he kept talking for another 15 minutes about how they wanted to keep me. I kept telling him I was cancelling. Finally, I told him that he had my account number, and I was cancelling, and I didn't want to hear any more. They continue to bill me and each time I call them up and tell them that I cancelled my account. They tell me that my account isn't cancelled, and I owe the money for the additional months. I tell them that they have a recorded conversations where I have cancelled on numerous calls. They said that I haven't been talking to an account manager and that they are the only ones that can close my account. Twice today I have called, and they put me through to an account manager's line. After an hour of waiting on the line they never pick up. All I want is my account closed and my billing cleared back to the date I originally cancelled. This company just refuses to let you cancel your account and continues to bill you.

  

  Business Response

  Date: 06/29/2023

  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 offered a lowered rate of $29.99.

• Initial Complaint

  Date:05/30/2023

  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.

  We started service in February of 2022.Our service stopped working properly in April 2022.We have had auto deductions out of our account monthly since February of 2022.We have paid over $1000 and have had only two and a half months of service that worked properly.we did have a technician come out October 2022 to "solve" these issues. All the tech did was move our control panel and then charge us a fee of $65 to come do so...... we could have done this ourselves. More money to this company. Our panel still does not function properly. Our door bell camera has not worked since April 17, 2022. These systems also caused our outlet to need rewired with an electrician making yet another cost for us. I have tried to call numerous of times to either be hung up on or give me the run around. I want to cancel and be refunded in some capacity. I was told today it would be $913 to cancel my services...... I am very frustrated. I just want to cancel and move on at this point without giving this company any more of my time and energy.

  

  Business Response

  Date: 07/13/2023

  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 contract termination charges are valid. The customer only had one service call on the account (took place 10/03/2022). We offered an additional technician after that appointment, which was declined. 

   

• Initial Complaint

  Date:05/30/2023

  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.

  I recently moved and discovered that there was not service or power going to the panel for my alarm. I called the customer service technician and was told that no power has been going to the panel since August of 2022. Apparently there was a surge while I was on vacation. I never received any communication o any kind outlying a problem with the system although I was billed for this entire time. I was asked to disassemble the system to troubleshoot the problem. I told the technician that I has a disability and I did not have the proper tools to get on the floor and unscrew the equipment and he replied that I woudl be charged if a technician came out. I verified that I was being charged, because I had a disability, he confirmed that Yes, it was company policy for me to disassemble the equipment and I signed something five years ago stating that I was responsible for getting on the floor to check the equipment. I have called customer service and spoken to three people in countries not in the Untied States. I have requested five times for a reference number for the call, an employee ID, or for a reference number for the call. I was ignored or denied. I asked for a manager and I was told that there was no manager available and someone could contact me within two days. I have been on the call now for over an hour and twenty minutes and been transferred four times. I want my money back for the 10 months that I was charged for service that I never received. I want the service fixed or cancelled at no charge to me.

  

  Business Response

  Date: 07/03/2023

  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 is not responsible for "Acts of God" or occurrences that happened to the system outside of our control. The customer's system reflected the low battery advisory & the customer also has Pulse; which advises of all system issues. The customer was quoted charges, because it is outside of the scope of the maintenance agreement. 

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20119854
  
  I am rejecting this response because:
  They did not address any of my complaints ot my request for a refund. 

  Returing my money for aeervices thag were not rendered has nothing to fo with an act of God. I would like someone to call me. 

   

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

   

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

  

  Business Response

  Date: 07/31/2023

  With no assessment of the equipment, the customer is not eligible for a refund. 

  ADT offered service calls & was declined.

  We consider this case closed. 

• Initial Complaint

  Date:05/30/2023

  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.

  cannot cancel the service, been trying for 3 months and just get put on hold for 50 minutes and never an anawer. The one time we did was someone who did not understand we wanted to cancel and they disconnected.

  

  Business Response

  Date: 07/10/2023

  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.

• Initial Complaint

  Date:05/30/2023

  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 have monitoring service with ADT for two years on 5/20 they took out money for a cancellation fee when I never canceled service I had to do a new contract because they locked my account for payments and was told I had to do a new contract and was only supposed to be charged $54.29. On 5/20 they took out $448.10 I called they did a request for refund on 5/21 when I noticed the money was gone. I called back on 5/23 to check on request and was told it was denied the agent had put in the wrong amount and I had to talk to account management department I did that they took off the cancellation charge and fixed it I called back on Wednesday spoke with a supervisor name ***** he advised it would be Monday which would have been on 5/29 so I said ok I realized that was a holiday I reached out to them via chat and spoke with someone name ************ and was advised I wouldnt get a refund until 6/20 my next billing cycle which is a whole month not **** business day because they only do refunds on next billing cycle I have all the messages and I incurred $208.00 from my bank in NSF because they took out more money that I signed on my contract I just want my money back and I have proof of all this.

  

  Business Response

  Date: 06/16/2023

  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 back to the card on file. We have requested that the refund be expedited.

• Initial Complaint

  Date:05/30/2023

  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.

  Signed contracts in April of 2018. My account online only has these contracts listed for me on my end. I called 2 years ago to have services terminated because we could no longer use them due to no internet being offered in our area. They told me I would have to pay a lump sum of ~$3,000 due to contract ending in April 2023. I called April 2023 to terminate services (after I've paid the bill every month to get around the large lump sum even tho i still cant use their services) and the guy said we were good to go that I would just have to pay 1 more month. Final bill comes in and it's $1,089. I called to see why and they now have me under contract until June **** and this is the early termination fee. I have no contract of this on my end and they will not waive the termination fee. They said I would have to sell my home in order to get the money back or it be waived.

  

  Business Response

  Date: 07/03/2023

  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. 

  Customer Answer

  Date: 07/03/2023

   
  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:05/30/2023

  Type:Product 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 called ADT on January 31, 2023 to tell them I was moving from **** ****** Circle and I needed to cancel my alarm services effective February 1. Acct #*********. I was given Conf #********* and told it would take 30 days to stop (3/2/23). I would receive a final bill by mail. Instead, the payment came out in February, March, and again in April. I called back on 4/24/23. The female said she saw on the notes that I called on 1/31. Apologized and transferred me to cancellations. I had to leave a call back number. No one called back. I called again on 4/25/23. Spoke with ******, he cancelled the payment from coming out of my account, tells me I am due a refund, verified my 1/31 phone call cancellation, was on phone with him for ****************************************** to cancellation ***** I had a work meeting to go to. I had to hang up. He said I would need to call back then. I then received a bill in the mail dated 4/26 for $33.66 at my new address . I call and speak with ****. He can see all the notes and transfers me to ******* in cancellations. She will cancel today 5/23/23. She then transfers me to ***** who is in *****************. He says it will take 30 days to cancel (June 22). I told him I had a conf # from 1/31 and he asks me for it but says I am due no refund and I owe for a contract from 2019 that isnt up until June ****. (I have no contract). I told him to send it to me. (I haven't seen it yet). He said he would "back date" the 30 days to cancel but I am due no refund and will have to pay for getting out of this contract that he can't produce.....He doesn't know how much it will be either.... He gave me a new conf #*********. This was another 45 minute conversation. Saturday 5/27, I received another bill from ADT for $67.32 at my new address. I want all of these bills to stop!! I want them to leave me alone!!

  

  Business Response

  Date: 06/29/2023

  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 $107.

  Customer Answer

  Date: 07/03/2023

   
  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.
  
  ***********************************************