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

  
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  ADT Security Services

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

  
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  ADT Security Services

  2006 Springboro West Road Dayton, OH 45439

  
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  Red Hawk Fire & Security

  2611 S Roosevelt St Ste 101 Tempe, AZ 85282-2051

  
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  ADT Security Services

  6102 N 9th St Ste 105 Tacoma, WA 98406-2050

  

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:08/03/2023

  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.

  I paid ADT for 20 years. When I had 2 ADT Reps check my connection I was informed that I was never connected to ADT. Numerous attempts to have this issue resolved have been ignored. My latest attempt (Registered letter to ****************** at the end of June 2023) has been ignored ). The wall key pads installed near 2 doors are still present. My ADT account number was ******** and the account was under my husbands name *************************, *******************************************************************, Phone **********. Thank You *****************************

  

  Business Response

  Date: 09/06/2023

  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 service was cancelled in 2021. We completed a service call & advised that the system was antiquated & was in need of an upgrade; which we provided a quote. 
  

  We have offered to credit & refund 6 months of monitoring; which was declined. 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20420338
  
  I am rejecting this response because:  I was dealing with a misrepresented monitoring system which apparently was never hooked up to ADT and never worked and I paid  monthly premiums for many years for this apparent fraud. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/11/2023

  ADT stands by its decision & consider this case closed. 

• Initial Complaint

  Date:08/03/2023

  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 Camera quit recording at night. Contacted ADT last week and they connected to my cameras to solve the issue. Unable to solve the issue and recommended the camera be replaced. On 8/3/2023 I contacted ADT to advise them that I would install the replacement camera myself. So far I have been transferred 4 times and talked to 5 people and still nothing. I have been on the phone for over 45 mins. Right now I have been on hold again for 15 and still waiting. I need the camera shipped ASAP and I will install the replacement camera myself!!!!!!!

  

  Business Response

  Date: 11/07/2023

  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:08/03/2023

  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 have used ADT services for many years. We have cameras in the front and back of our home, and security tabs on all of our 1st floor windows. The customer service is awful. For the last 5 months, we have had our home undergoing renovations. We get notified on our cell phones when people come and go to our front and back doors. ***** notifications were coming in almost every day. We called for assistance on how to shut them off temporarily. When calling customer service, we were on hold for over 30 minutes. Then the associate told us what to do. It did not work. We called about 12 times in 2 months, and each time waited long times for someone to help. Each time we were given different information. One employee said they could shut it off from their end. That did not work either. I called, so frustrated, and asked for a surpervisor. They said there are no supervisors. I asked for another phone number to get help from someone who could really help me. There was none. NO ONE HELPED US! I even told an employee to please pass on this information to their "boss". We were never contacted. Over 10 years with this company and paying $72 per month, we were so disappointed with this service, and wanted to stop using them. I begged them to please help us! NO RESPONSE FROM ANYONE. We stopped our automatic payments. It's been 4 months now, and still no call. Then threatening bills to report us for non payment. The worst service we have ever encountered with any business! And, we are senior citizens with great credit. We have never had something like this happen. We disconnected our cameras and unplugged the system 4 months ago. Today, I called one more time. I waited for 25 minutes before someone answered. I told them I want to pay what I owe them, and stop our service with them. Our contract is satisfied in September. I paid the overdue bills, and they said I had to speak with someone else. I was on hold for an hour! Then they disconnected me! Discusting in every way.

  

  Business Response

  Date: 09/05/2023

  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: 09/12/2023

   
  Complaint: 20420159
  
  I am rejecting this response because: That is an unsatisfactory response. We will not pay another cent on our billing, and we must get a written note that our contract is now null and void of any partnership. The contract was to expire this month, and I expect it to be.

   

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

  

  Business Response

  Date: 10/19/2023

  ADT has cancelled the customer's account, per request.

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20420159
  
  I am rejecting this response because:
  I expect that any pending/current charges will be deleted along with the closing of this account. Their constant nonresponsiveness, unprofessional behavior, and having to pay for many months when cameras and equipment were shut down. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/03/2023

  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.

  On 5/1923 I called ADT and closed my account with personal **** whom was very helpful. He said he would close the account send me the payoff. Also removed my card so I wouldnt get billed anymore. I also sent a letter to ADT that I wanted the account closed dated 5/19/23. When I got the payoff amount. On 6/22/23 I called ADT and spoke with *****? Not sure if I spelled the name right but thats what it sounded like when she gave me her name. Which I also asked her to spell it for me and she didnt. So I gave her the info of the card she gave me a confirmation number and said payment received. Since then ADT has been calling me and also tried charging my bank card and now saying I am passed due 100. And some dollars. I have tried calling since but those customer service pernil are lost, rude and dont know nothing. I am stressed out over this and lost sleep as well due to the fact that this is ruining my credit. I was with ADT for about 4 to 5 years give it take. Never missed a payment. Now theyre just being bad business and regret!! I had also spoken to there sales rep by the name of ***** and she said I didnt owe anything but the payout. And here I am with a nightmare of ADT! Never again!! Please help!!

  

  Business Response

  Date: 09/06/2023

  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 & removed the balance. 

• Initial Complaint

  Date:08/03/2023

  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.

  December 2023 I upgraded to the goggle cameras thinking I was getting better equipment and more secure cameras, it has been a nightmare every since. I never have had a problem like this with the old adt cameras.. I have called them numerous times you wait for hours then when you get someone on line they will either disconnect you or it is the wrong extension then you call back and wait longer I have called so many times about these cameras that they sent a tech out to fix because they couldn't fix them and they charged me .The cameras are always off line as they are right now so I am paying for a service that I do not have. The recording when they are on is to be able view full history this has not happened. There have been numerous tech sent out the problem is never solved last time I had to have my son-in law. Climb on the roof to reset the cameras because they did not have a tech to perform the job and I was going out of town.I requested to speak with accounts management and was told they would call me after July 4 that never happened trying to get help is an absolute joke. these people could care less as long as they are getting your service is worse than lousy. they used to be better I have been with this company for at least 9 years or more my house is not protected because the cameras donot work . I want to cancel my contract and send them their sorry nonfunctioning cameras back, I can not believe how bad their service has become and ****** is pitiful the app is always crashing. I need my home protected and at this writing the cameras are down if I call I will be on the phone for hours and they will not be able to trouble shoot the cameras I am 71 yo and they will tell me to go, on the roof because the cameras need to be reset can you imagine but I am paying them for the service. I want my contract cancelled BECAUSE they have not kept their agreement. I need to be able to see what is happening around my house that is why I need the cameras not ones that fail

  

  Business Response

  Date: 09/07/2023

  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 last service call we performed for the customer was in June; where it was discovered that the ****** app crashed. We reprogrammed the cameras. 

  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..

  We will be more than happy to reassess the cameras with an in-home visit.

• Initial Complaint

  Date:08/03/2023

  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.

  I have been on hold for hours with ADT to cancel my service they will not pick up no way to cancel very tired of this business

  Customer Answer

  Date: 08/03/2023

  this company has canceled my acct at my request after 4 hours on hold

• Initial Complaint

  Date:08/03/2023

  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.

  On or around the end of May and the beginning if June I contacted ADT about how to cancel my contract with them. I explained my financial situation to them and the fact that my children are willing to help me with my bills. Please keep in mind that I've contacted them 4 times. The first time the young lady advised me that I needed to wait until March of **** before doing anything and terminated the call. My sons company is willing to buy out the remainder of the contract however, ADT will not supply me with the information I need which is a final billing statement with the cancellation amount included, a cancellation letter, and my full contract. I've requested this information from ADT 3 times. Each time they tell me that they are sending it to my email and all I get is a reduced bill in the mail. Do I not have a right to this information? How do I obtain it?

  

  Business Response

  Date: 09/05/2023

  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. 

• Initial Complaint

  Date:08/03/2023

  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.

  When I tell you I am so disgusted with ADT. I spoke to someone a few months ago asking what I needed to do once my contract ended and can someone come and remove the equipment, she told me yes, they can remove it and to call back around the beginning of August 2023 to have that scheduled. I did and I was told NO ADT does not do that, this is beyond frustrating. You do know that the average person does not have the tools or equipment to take this type of equipment out of the walls including the wiring especially if you are renting. I felt like I was lied to, I paid that bill on time every month, and every time I called ya customer service people could barely help me with questions or concerns. You are indeed doing a disservice to the customer by telling someone yes you can help them to only learn NO you cannot. I even asked the last person I spoke with if it was noted on my account that she said yes they can send someone out and of course, it was not and the person I chatted with named ******, yeah he was eventually unpleasant to speak with then you all had the nerve to up-sale me on keeping the equipment to pay less, really? Yeah, I would never return to ADTI am beyond dissatisfied and disgusted with these ending lying results!Now if that is listed in the contract then show me and I am wrong for not reading it thourghly but if it is not and one of your customer service rep's told me yes you do handle that, then you are wrong for misleading customers and you may need to do some re-training to the rep's to tell them to remind customers ADT does not do that and it is lsited in the contract.

  

  Business Response

  Date: 09/18/2023

  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.

  We have issued coaching to the customer service representative who provided misinformation.

  ADT does not uninstall equipment due to a standard cancellation. 

• Initial Complaint

  Date:08/03/2023

  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 was offered a $100 promo gift card when I became a new ADT customer in late December 2022. I received the gift card in late January of 2023. I just took it out to use it today (August 3 2023) and it was only valid for 6 months - it expired end of July 2023. I'm sure this is a mistake, I've never heard of a **** gift card being valid for only six months. I spent over an hour on hold with customer service - being transferred to three different representatives before being given a pre-recorded message. I also spent over an hour on the ADT chat customer service and AGAIN was transferred to three different representatives who told me to call customer service! I'm getting the runaround. I simply want the gift card replaced, it was never used. I have a hard time believing that it was purposely issued for only 6 months! My bad for not noticing right away, but seriously! I've never seen that. I also called the **** gift card company who told me to call ADT. So somebody PLEASE help me resolve this and get what I was promised when I signed on to ADT.

  

  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.

  ADT does not process the gift cards directly. If it has expired, the customer must contact the vendor, to inquire about their policy for reissue. 

  ************ (S-Sa 0800-2000 EST).

  As a gesture of goodwill, we have applied a $100 credit towards monitoring. 

• Initial Complaint

  Date:08/03/2023

  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.

  Over the past several months after ADT bought out Northstar, the service has only gotten worse. motion cameras don't work properly, the last few weeks the doorbell has been completely offline. I've made multiple calls, done the troubleshooting all to no avail. Finally they sent out a tech. The tech left after a few minutes saying he couldn't do anything to fix it because my wife's web login wasn't working. The only stipulation to the visit was that someone 18 or older be there. Nothing about anyone having to log in to the computer to fix a faulty doorbell. They also refuse to install my 2nd camera that we received while still under NorthStar during the transition that Northstar never installed. Instead the tech tried to scam my wife out of 94$ for the first 30 minutes and 30$ every 15 minutes after. When I confronted customer service about this they backed up the tech and said that was the price of install. I've had this system for over 4 years, never heard of such ridiculous installation fees for existing customers.

  

  Business Response

  Date: 09/10/2023

  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.

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20419030
  
  I am rejecting this response because:

  This was just an apology, not a resolution. I sat on hold for 2 hours trying to cancel my service and was never answered. I repeat my request: Close my account with no penalty since ADT did not hold up there end of the service agreement.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/19/2023

  We have cancelled the customer's account; with no penalty. 

  Customer Answer

  Date: 10/19/2023

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