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, Inc.

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

  
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  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
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  ADT Security Services, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  

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:08/02/2023

  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.

  Formal complaint against ADT Security regarding my unsatisfactory experience with their services. Despite over 10 attempts to resolve the issue over the phone, ADT's customer service representatives were unable to provide a satisfactory solution.About 1 1/2 years ago, I signed a contract with ADT Security for security camera services. The service seemed fine for the first 6 months. Issues arose after the installation of the bell camera, causing significant inconvenience and financial losses.The technician who installed the bell camera informed me that a more powerful bell transformer was needed to charge the camera's battery effectively. I paid $20.00 for the transformer, but the camera's battery continued to die, making it inoperable.Despite contacting ADT for support, troubleshooting attempts were unsuccessful, and I went 7 to 8 months without a functional camera. Though a technician fixed the issue temporarily, the camera malfunctioned again shortly after.Due to prolonged and unresolved issues, I decided to cancel my service. To my surprise, I was charged a substantial amount of $2,700.00 for faulty equipment. Despite offering to return the equipment, ADT declined, insisting on charging me for services I did not receive. This situation is deeply frustrating and unfair, as I trusted ADT Security to protect my home and family.I request the following from ADT Security to resolve this matter:A refund of $2,700.00 for the charges incurred for the faulty equipment.The cancellation of the contract without any penalties.Acceptance of the equipment's return to avoid unnecessary charges.I hope the Better Business Bureau can promptly assist in finding a fair resolution. Relevant documentation, including the contract, bills, and communication records with ADT Security, is attached for reference.Thank you for your attention, and I eagerly await your support in resolving this dispute.

  

  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.

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

  The customer has one service call on the account & therefore, does not meet the requirements. 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20412555
  
  I am rejecting this response because:It was 8 months I was with out a door bell camera. Every time I would call them they would try to instruct me how to fix it. I would try and then call back and say it didn't work and to please send someone out to my house to fix it. This went on for 8 months until they finally sent someone out. The technician fixed it but, it only lasted 2 weeks and then it didn't work again.  So for 8 months I had no camera security. That is what forced me to have to go to another company.
  
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 09/19/2023

  ADT stands by its decision & considers this case closed. 

• 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 have been customers for around 7 years and recently moved, transferring our service. On July 20th 2023 ADT deducted $2,495 from our bank account (without our knowledge). That day when I called their customer support they said it was a cancellation fee and they admitted that it was in error. They told me they would submit for refund and that it should take 2 to 72 hours. On July 24th I hadnt seen the money come through our account so I called back and was told that the refund wasnt approved in their system and was told that it would take **** days to get it refunded. I called again the next day to complain and was told that they were able to get the time trimmed back to 5 days to get the money. It is now August 2nd and I still havent seen the money. This has put us in a financial burden and we need to get that money back as soon as possible. The lack of response and the lack of urgency in resolving this has been very frustrating and I would recommend setting up auto billing with this company.

  

  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 two refund requests have been processed. 

• 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 canceled ADT a few days ago. Today, they set off all of the alarms in my home from fire to burglary out of the blue. My elderly father and small child were at home terrified. The ** and police showed up at our house only to find nothing was wrong. I feel this is ADT trying to prove a point for having us cancel their service. Its beyond unprofessional and almost criminal.

  

  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.

• 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 called to cancel services, I was told they were cancelled. Then I get a call about transferring my services and I said no it was cancelled. Rep said it is not cancelled. I was told on a recorded line it was cancelled over a week before, he recommended I called customer service. I called the customer service line and they confirmed it was not cancelled and I asked for a supervisor and was refused one. Rep continued to push services after I repeatedly said I already cancelled and I don't want to continue. She also hung up on me. This seems incredibly fraudulent and shady business practice. Why can't I cancel after my contract was up?

  

  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 account is cancelled. 

• 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 called several times to cancel my security alarm system with this company. Each time I provide the information, ****************************************** **. Each time u call u r put on hold sometimes over 87 minutes and no one comes back on the call. I went to the business which to find it is only a warehouse and could not help me. I am not paying the bill. The customer service is horrible. I now saw reviews that state that which i regret not looking at that before I bought the service. We have had issues with the system since the day we bought it and now we r done and want to cancel it but I cannot get to speak to anyone to cancel it. Please help. Thank u so much

  

  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 has confirmed that the account is closed. 

• Initial Complaint

  Date:08/02/2023

  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.

  6/23/2023 and 6/27/2023 $411.28 $104.94 A contract was signed to install one addional camera at my home on 6/27/2023 camera was sent for me to do a virtual installtional contract was cancelled. 7/7/2023-8/1/2023 I have been calling to get refund back into my account

  

  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 refunded $411.28 back to the payment method on file. 

• Initial Complaint

  Date:08/02/2023

  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 switched security servers from ADT to Brink's Home Security on our around 7/20/23. When I did so, ******* warned me that ADT is legendary for making account cancellations difficult. I felt I could handle it, so on 7/21/23, I called ADT, waited on hold for about 30 minutes, then talked to a customer service rep for about 40 minutes. I had an emergency and had to drop the call, and she gave me a "direct number" to call the next time. On hold for 40 minutes before I gave up when I called back. On 8/2/23, I began calling again. I called the same number as before but was routed to three different numbers and warned that I might be waiting for 35 minutes before the ****************** org would answer. They gave me an option for a call-back, so I took that. ADT is criminal for not allowing me to cancel my service. I disconnected from them on 7/20 and I STILL can't get them to cancel my account. I will try to stop payment to them when bill is due today, but I believe this company needs to be fined for this sleazy behavior!

  

  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.

  We have confirmed that the account is closed. 

  Customer Answer

  Date: 09/06/2023

  I read ADT's response and it appears accurate enough, but fails to address the practice.  I don't expect I have an effective legal way to challenge ADT, but was hoping Better Business Bureau might be able to explore how this technique is used on more than just me.

  To me, the key is - When you wish to end a service, it is reasonable to assume they will (1) gather the information about your request, (2) explain any terms about ending the service (early termination, need to return equipment, need to pay for the full month even if you request to end service earlier) and (3) even to genuinely ask why you want to end the service.  They did all three things I list above, but THEY ALSO held me on the line, offered me discounts for staying on, new packages to replace everything (at an increased cost) and I quickly said I didn't want any of it.  

  After the original submittal, I called ONE MORE TIME, 35 minutes on hold, 15-ish minutes for the final person I talked to to TRULY confirm my service had been cancelled.  In all, I committed over three hours with ADT to simply ask them to end my service.  That should not be an acceptable business practice!  - *********************

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20411135
  
  

  I read ADT's response and it appears accurate enough, but fails to address the practice.  I don't expect I have an effective legal way to challenge ADT, but was hoping Better Business Bureau might be able to explore how this technique is used on more than just me.

  To me, the key is - When you wish to end a service, it is reasonable to assume they will (1) gather the information about your request, (2) explain any terms about ending the service (early termination, need to return equipment, need to pay for the full month even if you request to end service earlier) and (3) even to genuinely ask why you want to end the service.  They did all three things I list above, but THEY ALSO held me on the line, offered me discounts for staying on, new packages to replace everything (at an increased cost) and I quickly said I didn't want any of it.  

  After the original submittal, I called ONE MORE TIME, 35 minutes on hold, 15-ish minutes for the final person I talked to to TRULY confirm my service had been cancelled.  In all, I committed over three hours with ADT to simply ask them to end my service.  That should not be an acceptable business practice!  - *********************

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

• Initial Complaint

  Date:08/02/2023

  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 sold my house on 7/28/23 and had a ADT Alarm system. I had spoke to multiple agents to either try to get the service transferred or cancelled. If I cancelled it I was going to be charged over $2000 in charges so I decided to transfer the service to my new home. I have been told multiple answers from different representatives and always get transferred to different people with different answers. Finally I spoke to someone by the name of ******************************* who I thought was going to be able to help me but again nothing came about I have the email of his lies that I can provide. He told me that I would be charged these fee's but they charged my credit card and continue to do so for thousands of dollars

  Customer Answer

  Date: 09/13/2023

  I relocated my alarm service on 7/28 to my new home which took place in
  early August. I was told by ******************************* at ADT that all of the
  fees
  Would be waived from my previous address since I turned on new service.
  However, on multiple occasions, my credit card has been charged for over
  $1300 and now they are planning on doing another $700 when I called the
  billing department at ATT I get the runaround from every body And they
  dont know who ******************************* is who Ive been dealing with and/or
  Candy cake. They are going in to my credit card and charging whatever
  they feel like and it continues month to month Im being taken advantage
  of and at this point I could buy a new car cheaper than it would be for
  ADT  Billing Adjustment

  

  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.

  Upon review of the account, the customer's contract termination charges in the amount of $1347.46 were waived from the account.

  ********************** also reinstated the customer's previous equipment financing plan & issued a refund of $751.33. This refund was processed on 08/21/2023. However, the customer disputed the original payment on 09/01 & it was also returned to her. Therefore, the customer has been compensated twice for the final equipment finance plan installment payment that was made. The customer must return one of the refunds to ADT. 

• Initial Complaint

  Date:08/02/2023

  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.

  On July 31st, I attempted to call ADT to cancel my service. The line was terminated by ADT at the 22 minute ***** On August 1st, I attempted to call ADT to cancel my service. The line was terminated at the 52 minute **** by ADT. August 2, 2023, I spoke to ***** in customer service and was told he was not authorized to close my account. My account is still not closed. On August 2, 2023, I sent a certified letter to the ADT corporate head quarters as ***** refused to give me a corporate address to close my account. We simply want to close our account with ********************** due to poor customer service and faulty equipment.

  

  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.

  ADT has confirmed that the customer's account is 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 called to cancel my service on Sat., 7/29 and learned that the cancellation team would not be in the office until Mon., 7/31. When I called the AM of 7/31, I was able to cancel but was told it would take 30 days and that I would be charged one final time on or around 8/15. After the call, I checked my contract, which was for a three-.year term starting March 2017, and found contradicting information about the notice period and the contract being considered terminated within the current term. I had already paid for 7/1-7/31 and was cancelling on 7/31, within the current term. I spent many hours over two business days making multiple calls to try to prevent this final charge from happening but was sent from department to department with no resolution. At one point I was told the contract wasnt valid because we were beyond the three-year period (which to me, would be even more reason for me to not have to pay a final payment). When I asked for a supervisor, I was told one would call me back that day, but he did not. ADT then charged the payment on 8/1 (not even 8/15 as first stated). Additionally, during the six years, ADT increased my rate annually, with the most recent rate being $73.14/mo + taxes/fees, which is significantly higher than the contracted rate of $52.99/mo + taxes/fees. Upon further reading of the contract, I learned that ADT was supposed to notify me of each of these increases in order to give me the right to object. Throughout the six years, ADT never provided me with such notification, but instead, continued to bill me monthly (at varying times of month vs. the 15th of the month as indicated in our contract) without any notice of increases for me to respond to.I am seeking reimbursement for the last payment they took (due to contradicting information on the contract), and all amounts charged above the contracted $52.99 monthly rate during the six-year period (as I was never notified or given the opportunity to object to such increases).

  

  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 requires a 30 Day Notice of Cancellation.

  The account was closed in accordance with that policy. 

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20410751
  
  I am rejecting this response because: it does not acknowledge or resolve my second complaint involving the number of times ADT breached contract by raising our monthly rate without notifying us (therefore not giving us an opportunity to refuse the new rate in writing as is written in the agreement). This occurred annually throughout the six-year contract, which was signed with an agreed-upon monthly rate of $54.99. By the time the contract ended, we were being charged over $76 monthly. Over the course of six years, these increases cost us almost $1,000 in excess of what was agreed-upon in the contract. Not even once were we notified of the increases ahead of time; therefore, we were never able to reject them even though our contract stated that we would have the opportunity to do so.  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/06/2023

  Neither the company, nor BBB, acknowledged the second part of my complaint, in which ADT breached our contract and essentially STOLE from me for almost six years. How can BBB, an organization that is supposed to be representing consumers against unethical companies, be completely disinterested in finding a resolution to a situation where ADT STOLE almost $1,000 from me with no repercussion?

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20410751
  
  I am rejecting this response because: it does not acknowledge or resolve my second complaint involving the number of times ADT breached contract by raising our monthly rate without notifying us (therefore not giving us an opportunity to refuse the new rate in writing as is written in the agreement). This occurred annually throughout the six-year contract, which was signed with an agreed-upon monthly rate of $54.99. By the time the contract ended, we were being charged over $76 monthly. Over the course of six years, these increases cost us almost $1,000 in excess of what was agreed-upon in the contract. Not even once were we notified of the increases ahead of time; therefore, we were never able to reject them even though our contract stated that we would have the opportunity to do so.

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

  

  Business Response

  Date: 09/07/2023

  Upon review of the account, rate increase notification e-mails were sent to the customer. E-mail notifications were sent on/around: 11/1/2019, 11/1/2020, 11/1/2021, & 11/1/2022. 

  
  The effective date of that rate increase change is always 30 Days out, to allow the customer the opportunity to dispute. The e-mails are generated from *************************************************** and are titled: Important Information About Your ADT Account

  ********************** also had access to myadt.com; which our records show she accessed quite frequently to make account changes & view her statements. She was well aware of the rate & did not dispute those increases with ADT. 

  We, again, sincerely apologize for any frustrations endured. 

  Customer Answer

  Date: 09/07/2023

  I did not receive any rate increase emails as stated and would like ADT to provide copies of this alleged correspondence. Furthermore, any documentation found on my ADT account consisted of actual invoices, not proactive communications informing me of a rate increase that I could argue against. (It is also worth noting that the number of times I accessed my account is subjective, as what the company is calling frequent was only a handful of times each year, if that.)

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20410751
  
  I did not receive any rate increase emails as stated and would like ADT to provide copies of this alleged correspondence. Furthermore, any documentation found on my ADT account consisted of actual invoices, not proactive communications informing me of a rate increase that I could argue against. (It is also worth noting that the number of times I accessed my account is subjective, as what the company is calling frequent was only a handful of times each year, if that.)
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/10/2023

  ADT stands by its decision & considers this case closed.