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

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

  
• 

  ADT Security Services

  2006 Springboro West Road Dayton, OH 45439

  
• 

  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: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.

  System not working for a month, they refused to fix systems- yet charging me!

  

  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.

  ADT was able to assist the customer with relinking her doorbell, after a change to her internet.

• 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 was a customer of ********************** for over 12 years. In April of 2023 I contacted ADT to advise them that I wished to discontinue their service. I was provided a final bill in the amount of $25.85. On May 31, I paid that amount via credit credit. Unbeknown to me, my wife had seen the final bill and wrote a check to ADT for the same amount. When we realized we had double paid the bill we contacted our bank to stop payment on the check.Forward to today, ADT is trying to collect a fee for the retuned check and has sent the fee to a collection agency. I have been called, texted, and emailed by this collection agency. I have told them there is no outstanding debt and not to contact me again or I will file suit against them.ADT has repeatedly contacted me to try to regain my business. I have had to block their number.I want ADT to remove the disputed charge, contact their collection agency and have them stop harassing me, and finally do not ever contact me again.

  Customer Answer

  Date: 09/07/2023

  Over 1 month and no response from ADT

  

  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.

  Upon review of the account, the check cleared on 06/05/2023. We received a return on 06/09/2023; which generated the return check fee. (The **** payment should have been disputed instead.)

  As a gesture of goodwill, we have waived the $30.00 fee. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20416698
  
  I am rejecting this response because: There is no gesture of goodwill. There was no amount due! The amount was paid and ADT still sent an erroneous bill to a collection agency that harassed me several times, all after being a customer for over 12 years. I will never do business with this company again. Please do not contact me again. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2023

  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 have had to contact ADT every month for the last 3. I have never had such bad service with such ignorant and untrained staff. Rude and unaware of billing, procedures and handling their members accounts. I do not intend on going through this every month. It took two supervisors to correct issues on myadt.com billing site last month. I had tried to use their medic alert system which didn't work with my phone system and was sent back They sent the label to return and still called me everyday for a week to tell me to send it back and ask for the tracking number that THEY PROVIDED. I believe they did not adjust the charge after that. The regular monthly charge is ***** I was charged August 1st for ***** When I reached out to their rep on chat I was basically told there is no proof that a charge was sent through and to check with my bank. The statement from my bank, the most current screen shot of my adt account NOT showing the payment they took and the transcript with the agent is included in this email.I then spent almost an hour on hold to talk to someone about this on the number for billing. I want a refund of the ***** erroneous charge.

  

  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.

  Upon review of the account, the $79.01 transaction on 08/01 was a refund that ADT Health processed back to the customer. 

  Customer Answer

  Date: 09/06/2023

   
  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:08/03/2023

  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.

  I have a small business account with ********************** that includes both burglar and fire. I have been in contact with the commercial department for over four months trying to figure out how to access our alarm via phone through an app. I have been given the run around by the associate and have literally gotten nowhere. It should not be this hard to show me how to access my alarm via phone. I also have been in contact with ADT several times to try and set up an appointment time for a technician to come out to replace a sensor and have gotten the runaround with that and told that a work order has to be completed and somebody will contact me but they never do. I have never seen a company that operates this way, and I am truly fearful if I had a true emergency that they would respond the way they are supposed to. It really shouldnt be this hard to get a company to help you.

  

  Business Response

  Date: 09/15/2023

  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: 09/15/2023

   
  Complaint: 20416166
  
  I am rejecting this response because: the response is just apologizing, they are not doing anything to fix it.  I can be reached at ************
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/28/2023

  ADT considers this case closed. 

• Initial Complaint

  Date:08/02/2023

  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 notified ADT, by phone, on May 31, 2023, that I no longer wanted ADT security monitoring. A charge of $75.90 was automatically added to my **************** Bill. I called ADT on June 28, 2023 and made it clear that I no longer wanted ADT service and would no longer pay and then blocked them from charging my credit card. I also sent a letter stating the same. I received a bill dated July 14, 2023, for $5.46 stating that they refunded $70.44, reason given was: exception to satisfy customer. **************** declined charges on July 4, 8, and 12. I received a Letter from ADT asking me to update my automatic payment method on July 13, 2023. I received a new bill dated July 25, 2023, for the period August ****, for $81.36. I called August 1, 2023 again stating the above information. Called Better Business Bureau and was told there is a pattern of this type of complaint against them.

  

  Business Response

  Date: 09/14/2023

  
  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 first intent to cancel we received was 06/28. We have backdated the cancellation to that date & closed the account. 

• Initial Complaint

  Date:08/02/2023

  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.

  We had been a customer of ********************************************* account # ******** for over 14 years and paid over $9,000.00 for their services. In Feb 2023 we called ADT to cancel our security system. Listed below is a list of contacts made with ATD.on or about Feb 3, 2023 my wife called to cancel our service. Was told to call back.On or about Feb 6, 2023 I called to cancel our service, was told ok.On or about May 17, 2023 I called to ask why I was still being billed for the cancelled service, was told she would put through the paper work and send me a refund check. I was sent e-mail from ADT ************** confirming the refund of $57.96. I thought that the refund was for 2 months of service not 1 month. (Copy below)On or about July 30, 2023 Received a **** from ADT for previous balance $115.92 and $57.96 current charges for a total of $173.88.On Aug 2 called ADT and talked to a ********, asked why we are still getting a bill from ADT. He told me that we have been talking to the wrong people at ADT and our account is still open. He told me to call ************.On Aug 2 called ATD at ************ and talked with a representative and told her all of the above. She looked in to the matter and talked to her supervisor and told me that she will cancel our account as of today and will take 30 days. She said that she could not back date the cancellation and the bill would stand that we owe the bill of $173.88. We are asking to have:1.Have the refund of $57.96 that was sent for processing on 5/17/2023 given to us.2.Have the outstanding bill of $173.88 credited to us or go away.3.Make this fiasco go away with no effect on our credit score.

  

  Business Response

  Date: 08/29/2023

  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.

  Per the phone call recording, the customer did not complete the cancellation process in February; as they accepted a month of credit to retain the services & think about options. 

  The customer also did not complete the cancellation on 05/17/2023, as they disconnected before speaking to our cancellations department. We did not receive a valid cancellation request until 08/02; which was made effective 09/01 (based on our 30 Day Notice of Cancellation policy). 

  As a gesture of goodwill, ADT has waived the remaining balance. We will also issue a refund for a month of monitoring, as it was promised to the customer. 

• Initial Complaint

  Date:08/02/2023

  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 been trying to cancel my former business account ****** ADP account number ********* for over 6 months. Every time I call they transfer me to the cancellations department where I am on hold for over 1 hour. Each time after holding they end the call. I have made numerous attempts with the same result. They continue to bill me for service we no longer need or use.

  

  Business Response

  Date: 09/15/2023

  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 account is closed. We have waived the contract termination charges, as a gesture of goodwill. 

• Initial Complaint

  Date:08/02/2023

  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.

  Will not give me my door cam

  

  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 installed the doorbell on 08/12.

• Initial Complaint

  Date:08/02/2023

  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.

  Thats not accurate. Ive never ever had Safe Haven. Its always been with ADT and the contract states ADT only not Safe Haven. 
  

  
  

  

  Business Response

  Date: 07/26/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  SAFE HAVEN SECURITY
  **************************************************************************
  **************
  Please forward this on to the correct company.

  

  Business Response

  Date: 08/01/2023

  Dear Better Business Bureau,
  
  Thank you for bringing the customer's concerns to our attention. We understand the customer's contract concerns, unfortunately, Safe Haven Security Services, LLC's (Safe Haven) does not have record of the complainant or records of any employees listed under names listed within the complaint. As a result, we kindly request that you redirect the complaint to the appropriate company, so they are able to further assist the customer.
  
  We apologize for any inconvenience caused and appreciate your understanding in this matter.
  
  Sincerely,
  
  Safe Haven Security Services, LLC
  

  Customer Answer

  Date: 08/02/2023

  I was residing at an apartment complex and obtained ADT services as a professional install. I then moved into a different unit on the property and ********************* contacted me in regards to my relocation and assisted in setting up ADT services at the new apartment as a professional installation. On June 27th 2022 an ADT technician came to my apartment and completed the professional installation and mounting, drilling, wiring and attaching sensors.February of this year I found out that my husband will be relocated for his job. I wanted to continue my services with ADT so I reached out to ********************* to assist with this process. My husband and I found a rental house in the new state and I let ***** know that we would like to transfer my current service over there. And to please schedule the professional installation on 4/3/2023 and cancel my current service as of 4/1/2023. He confirmed he could and had me sign a contract for the new location and I paid $107.17 for the installation.My family and I arrived to the new state on 4/2/2023 at the rental house and realized we were scammed. We (my husband, my 13 yr old daughter and myself currently pregnant) were now homeless for the next few days. I contacted ADT and ***** to let them know of the problem and to please just put it on hold as we were working to find us a new rental house. A few days later we found a new rental home to move into. I contacted ADT and ***** to get the ball rolling for the installation. I kept running into brick walls with customer service and spent over an hour and half being transferred to 7 different representatives. I contacted ***** to let him know what was going on. He said he would help to figure it out.Some time went by and I reached out to ***** to find out why this was taking so long and come to find out that the community we live in has a contract with Safe Haven and ADT couldnt install my services and I would have to go through them. I asked about my $107.17 that I already paid and ***** said I would get that refunded back to the card I used. I was told to contact Safe Haven to set up services and after some time my services would transition over to ADT.I contacted Safe Haven and was told they would not set up services at our rental house because we dont own the home and the only way to activate the service was to have the owner (our landlord) set it up under his name and he would have access to the account and alarm. My husband and I werent comfortable with that and I asked the representative if there were any other options so we could still have the service. The representative said no that was the only option.So now were without a security system. My husband and I had to quickly figure something out for security as we were getting weird people at our door and on the property. I reached out to ***** again for the refund and he was on vacation so I waited for him to get back and reached out again because I still hadnt received my refund. I finally got a hold of him and he said the refund was credited to my account not back to my credit card and was being used as a monthly payment because the services were never disconnected at the apartment in the other state, which was supposed to be shut off as of 4/1/23 per my conversation with ************* not only was my installation refund used for months in the other state where we werent living or had possession of the apartment but now I have to pay this huge fee(per ***** $288.00) to buy out my contract. ***** told me to contact account management to see if they could waive that fee because of my situation and the fact I cant have the service here regardless of wanting it.I contacted account management and was told I should have never had a professional installation at any property because Im a renter and do not own the property and should have only been offered the self install which is not installed directly on the wall with mounting or wiring. ***** sold me a professional installation with mounting, drilling and wiring. This is the service ***** contracted.Now account management is saying I owe $399.99 instead of what ***** said which is $288.00 When I technically shouldnt owe anything because the contract is actually a bad contract and I shouldnt have been told to get this service to begin with especially ***** knowing I didnt own the home.I shouldnt have to pay an early termination fee based on a faulty contract to begin with and my installation deposit should be refunded.Ive tried reaching out to ****** supervisor *********************** and he will not return my texts or emails.

  

  Business Response

  Date: 09/18/2023

  The customer's contract is valid & the contract termination charges incurred are valid as well.

  As a gesture of goodwill, ADT has waived the contract termination charges. However, no refund will be provided. 

  Customer Answer

  Date: 09/19/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:08/02/2023

  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.

  August 2, 2023. I have spent over 3 hours on the phone trying to cancel service. When you get through to an agent they hang up when you say you want to cancel. There is no option to cancel online,

  

  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 confirmed that the customer's account is closed. 

  

  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 confirmed that the customer's account is closed.