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:08/01/2023

  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.

  3/31 Initial installation was started. Half of the sensors were installed and 1/2 were left at the summer residence because painters were finishing. Things not completed, signs and decals, carbon monoxide, and glass break sensors. Because of the criminal activity in the area I really wanted the signs and decals installed. The installer did not have either and I was told by the that if there were no signs/decals at the shop, they would be ordered. 4/6 I called to inquire about status. I was told decal and signs were supposed to be mailed to my home at **************************************************. 2 weeks later after my boat was vandalized, I called again and they said AGAIN they would mail the signs. The second part of the install was going to happen when the signs and decals arrived so that the installer could install all at once. Still no sign/decal delivery so on May 11th I called **** and told him I was canceling the entire service and I wanted my money back as the guarantee states (as advertised 6 month money-back guarantee---I have pictures of guarantee). He said would begin the cancelation process and gave me a reference number of ********. While checking for the refund l realized I was being charged $73 for system and monitoring fee. On July 18th I spoke to ******. I received a return call from ****** on July19th. ****** assured me the cancellation was in process and that the installer would be contacting me to pick up equipment and that a full refund would be issued. While in ******* on vacation (July 8th-11th) my credit card was compromised. To prevent additional unauthorized charges, the credit card company issued me a new card with a new credit card number. Record of charges by ADT:05/01 ***** 05/02 29.33 06/01 32.99 06/02 29.33 07/03 29.33 and ***** Plus two charge attempts of $1600 that did not go through only because my credit card number was changed. I would like to have the equipment picked up and to receive a refund of $216.96.

  

  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 balance is valid. 

• Initial Complaint

  Date:08/01/2023

  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.

  I cancelled my ADT account in June and was charged an additional 8 months of service. When I send up for ADT I was told it was a 2 year contract by the agent. At 26 months I called to cancel my service. I was told nothing about my contract term or any cancellation penalties. When I signed up for ADT I never received a copy of my contract. One year in I called for a copy of my contract and never received it. When I was charged for an additional 8 months of service. I called and it was explained to me that my contract was for 3 years and there is an early termination fee to cover the remaining months. I requested a copy of my contract and for the first time received it. Yes, it was for three years and there is an early termination fee. This was the first I read or heard of this as the details are in the back pages.

  

  Business Response

  Date: 09/04/2023

  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 is our standard 36 month agreement. 

  The contract termination charges are valid.

• Initial Complaint

  Date:08/01/2023

  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 is a scam. They have sales reps come bang in your door soliciting their services. They show you an app telling you how bad crime is around you. They do t explain anything about the services. House alarm went off and they didnt even send police to the home because I didnt fill out a permit that they never told me I needed. I continued to pay for the service for almost 3 years. When I moved and canceled their terrible service, they charged me $300 because they said I was under a 36 month contract I didnt know about.

  

  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.

  The contract termination charges incurred are valid. The customer has no service call history.

• Initial Complaint

  Date:08/01/2023

  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 purchased ADT services August 2022 and they take their money out every month faithfully. I decided to change my door code to find out it is very hard to do. Called ADT several times only to be hung up on and/or placed on hold for more than 45 minutes so I hung up. This is not great customer ******************** and this has been going on for 2 days ONLY just to change a door code. Oh yeah! I was told that if someone come out to see why the virtual tech or I could not change the code successfully there would be a $69.99 service charge!!!

  

  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 assisted with successfully changing the doorcode.

  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 after I had to call again the following week and a very nice guy answered, goggled the door k*** type and proceeded to help me  

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

• Initial Complaint

  Date:08/01/2023

  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 is purposely making it difficult to cancel my service.

  

  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.

  ADT has offered the customer a lowered rate in order to remain an ADT customer. That offer has been accepted. 

• Initial Complaint

  Date:08/01/2023

  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.

  In October 2022 my fianc and I called to have our service relocated due to purchasing a new home. Adt had us pay ****** for us to relocate our service. They said a tech would **me and do our install to the new property. No one ever showed up. 3 months later we ** texted again and was told that our issue was their main priority and they will have it resolved. Still to this day no one ever came or has **ntacted us about the relocation of our service. We no longer own the property the service is attached to. I **ntacted adt on 7-31-23 and spoke with multiple people. They have stated we must pay an additional 770 dollars to end our **ntract for the new property that was never installed. Our current **ntract on our old property ends in November 2023. I have had several reps indicate the **ntract for the new property was canceled because it was never installed but still will not refund me the ****** that we payed to have the service moved and refuse to refund me the money we have had to pay monthly for our service on a property that we no longer own. At this point I want my money back and services canceled. I am tired of being thrown in circles for hours. This is theft. We have upheld to our terms of the **ntract but they have not.

  

  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 customer's system at their ********** location was set to be installed on 11/03. ************** arrived on that date & was advised by the customer that they had the flu & were still awaiting cameras & they would reschedule. We did not receive follow-up to reschedule.

  We have backdated the cancellation on the ***************** location to 10/2022 & waived the contract termination charges incurred. We have also processed a refund. 

  Customer Answer

  Date: 09/09/2023

  ************** account was not installed because the technician Jake ********** had provided never showed up to remove the  cameras from our ***************** property. We have messages of the conversation. The cameras are no longer able to be removed because the ***************** location was sold. We are pleased to hear they have canceled and back dated the ***************** account and processed a refund. I would like to have some type of proof via email or receipt showing transaction for records. 
  

  We would also like to have more information on the lake villa account that was never installed due to their technicians incompetence. There was nothing for their employee to install on the day of phone call due to previous technician. Since the account was never installed that contract should be null and void.  

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20408392
  
  

  ************** account was not installed because the technician Jake ********** had provided never showed up to remove the  cameras from our ***************** property. We have messages of the conversation. The cameras are no longer able to be removed because the ***************** location was sold. We are pleased to hear they have canceled and back dated the ***************** account and processed a refund. I would like to have some type of proof via email or receipt showing transaction for records. 
  

  We would also like to have more information on the lake villa account that was never installed due to their technicians incompetence. There was nothing for their employee to install on the day of phone call due to previous technician. Since the account was never installed that contract should be null and void. 
  

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

  

  Business Response

  Date: 11/07/2023

  ADT has confirmed that the customer's refund of $757.97 was processed back to the bank account on file.

  We consider this case closed. 

• Initial Complaint

  Date:08/01/2023

  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 ADT Security system I was placed on a automatic payment plan until this company was taken out several payment in one month which happened twice, after calling them I was told I could only have a credit. I stopped the automatic payments due to this but I continued to pay them the amount that was owed. After not being on the payment plan my cameras are not working and I can't get any tech service until the entire amount is payed because I am not on the payment plan. I contacted cooperate and was told that they need for the $2,00.00 needed to be paid

  Customer Answer

  Date: 08/02/2023

  This is also regarding a billing issue

  

  Business Response

  Date: 08/31/2023

  
  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 defaulted on their equipment finance loan payments, causing them to be billed out in full. 

• Initial Complaint

  Date:08/01/2023

  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 July 8th, we had an ADT technician out to install a new security system and cameras at our house. The tech talked ** into a camera for the backyard but said he couldn't install it. On July 11th, we called ADT and asked to return the camera for a refund since we were unable to install it ourselves. ADT provided a ***** shipping label (tracking number is **** **** ****). We shipped the camera back on July 12th and ADT received the camera on July 14th (it was signed for by someone at the warehouse). We have called ADT several times since July 14 to understand when we would get the refund for the camera that is valued at $299. We have been bounced around a variety of departments (Sales to Technical to ******** back to Sales, back to ******** ******************* back to Sales, back to ******************* back to Sales, back to ******** and now it is being escalated to a manager). We also have been provided an ADT Refund # (******* ) which I now think was made up by a customer service representative to please us and get us off the line. I have mentioned it to the several other agents I have spoke with and they said that is something they don't normally use to track refunds. We are very concerned that we won't ever receive the refund and are very much starting to regret ever having ADT as our security provider.

  

  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 processed the return & a refund has been completed.

• Initial Complaint

  Date:08/01/2023

  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 recently discovered that I had continued being billed for this service even though I had requested it to be canceled back in September of 2022. Somehow the request was missed and after getting it actually canceled, I was promised a refund of my money back until January. It's been 4 weeks since I was promised a refund and still have not received it. I was originally told I would receive a refund of $448.70 within 3-5 days refunded directly to the account that the monthly charges were billed from. After 5 business days, and no refund, I called back and was told a refund via check was required and would take approximately 10 days. After 4 more calls, I was just informed that my refund was actually denied back on July 13th because it was submitted for $448.79 instead of $448.70 and that it would take another 25 days to process and receive my refund. I requested this refund be expedited but like a robot, the agent just kept repeating "that's not possible, this is the process, it takes 10 days to process and another 15 days to mail the check out". All unacceptable timelines. If I owed ADT $450 then they would take that money the same day they contacted me and got my billing information. But in order to return my money, it takes 25 days??? Is this company using carrier pigeons to transport the refund request from the customer service center over to the bank where the checks are cut??? There is no way this is processed by backend IT systems. Batch processing takes a day once the request is submitted. Either your IT systems are non-existent or you truly don't care about your customers. Either way it's totally unacceptable.

  

  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 refunded $448.70 back to the bank account on file.

• Initial Complaint

  Date:08/01/2023

  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.

  July 29 - I called ADT to disconnect service, its no longer needed. I was told that department doesn't work the weekends.Aug 1 - I called ADT @9:39AM to disconnect service, after talking to a rep in two different depts, I was placed back to the beginning of the call queue. Back on hold for 30+ mins before hanging up.Aug 1 - I called ADT @10:49AM explained again we needed to disconnect service and after being transferred to the next rep, they took basic info before putting me on hold for 25+ mins, I had to hang up. Called back in to use the automated call back service. Aug 1 - I called ADT @11:18AM explained again we needed to disconnect service and told ******* not to transfer me to the business department like the previous rep. ***** being transferred to the next rep, they took basic info before putting me on hold for 45+ mins, I had to hang up. Called back in to use the automated call back service.

  

  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 & a refund has been processed.