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

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  
• 

  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

• 

  ADT Security Services

  5001 Howerton Way Ste A Bowie, MD 20715-4459

  
• 

  ADT Security Services

  50 Republic Road Melville, NY 11747-4215

  

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:07/31/2023

  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 just texted me *********************** on 7/29/2023 told me they unsubscribe me from the service I have with them didn't give reason for unsubscribe me I've been sending money orders every month for my service their saying I don't have a debit card on file reason they charging me $859.46 in full that's a scam what they are doing I want something done of taking advantage of older people call me ************ any time

  Customer Answer

  Date: 08/08/2023

  ADt contact me *********************** on 8/7/2023 saying I owe $3,159.09 due date upon receipt  ,ADT has deleted footage of my service now my footage of my cameras are limited to 3 hour after that it's deleted this is a bunch of bull charging for a service i cant use if I need it im so ready to tell adt to come get their stuff out of my house and find another service somewhere else so I'm waiting to hear back from ya to solve this matter my number is ************ 

  

  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 cancelled the customer's account due to non-payment. When customer's finance equipment, we require them to be on auto-pay drafting. The customer was not on auto-pay & did not make consistent monthly payments. We have attached the customer's AR History, showing invoices vs payments. 

  In order to be reinstated, the customer must pay the past due balance. 

• Initial Complaint

  Date:07/31/2023

  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 contact ADT Security for cameras for our business. i was assured that I would get clear pictures. It would be $79.00 per month. i wasn't told anything was needed up front. On March 16, ********************************************************************************* he needed the equipment paid for. I paid him. Before he left i asked *** I could clear clear pictures on the cameras, again i was told yes. i signed his I pad but i still don't know what the contract says. We have yet to get any clear photos and ADT was called and told to come get this equipment right after we saw them. Within 2 days they just sent another technician out that says he can fix the problem. After many many many attempts we were told be an ADT representative that this is all we get. They broke the contract by not providing clear photos. they never got the time set right on the system either.

  

  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.

  Upon review of the account, the cameras were working as they were manufacturally designed. The customer has been advised that the contract termination charges incurred are valid. 

• Initial Complaint

  Date:07/31/2023

  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 started this home service june 2022 with the contractual agreement of only 1 year of home security service, due to building a new house and then moving. We are moving Sept 2023. I have contacted ADT 3 xs today (10:12a, 10:17a, 10:57a). the first two attempts were by phone only to be on hold for a total of 42 min then to be disconnected. I then contacted by Live Chat, explained the situation only to be sent the same number I have been calling. I want to cancel this account. I do not want to use ADT services ever again. Can you help?

  

  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 cancelled the account, effective 08/23.

  Customer Answer

  Date: 09/25/2023

   
  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:07/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Blue by ADT since October 2021. This has not been monitored the entire time, due to neglect by ADT. It took several months to get the base to connect and set up the system and of course they never gave credit for that. The door sensors and motion detector have also never worked correctly and now the motion detector is dead. The door sensors still don't accurately work. I realized also several months in that the system was not being monitored even though I pay $47.97 per month for this service. I called and they said they would email me a form to take to my police **** to start this, but they never did. They really should do this themselves or be up front about it, as other companies do. That was several months ago. I have tried calling repeatedly for MONTHS and can't get anyone to answer the ************ customer service number. It just rings and leaves me on hold for HOURS. For the last couple of months, it either leaves me on hold for hours or tells me that the call cannot be completed as dialed and hangs up on me so it clearly is not working. I finally called the corporate office number trying to desperately seek help and got overseas reps who also left me on hold for hours. I have given up at this point completely. I cannot reach anyone to help me and it has been MONTHS of this nonsense. They are in complete breach of contract because their equipment doesn't work and they have never monitored my system like they are supposed to. I am paying for service and equipment that doesn't work as promised. At this point, I simply want to cancel service with NO FEES, and I want a refund for all money paid in since they have completely breached their contract agreement. That refund amount should be around $1007.37 by my estimate. If they refuse this, I will stop payment with my bank, report them to the state and regulating authorities and file a lawsuit. I am tired of their games and paying for something I have never yet received.

  

  Business Response

  Date: 09/22/2023

  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 attempted to call this customer but were unfortunately unable to reach them. We have sent an e-mail advising the customer of our attempts reaching out. We can offer to send out spacers to ensure the customer is able to set up her door & window sensors correctly. Additionally, we can offer up to 2 monthly credits due to the inconvenience.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20399731
  
  I am rejecting this response because:
  Absolutely NO. I have called them numerous times and even responded to the ONE email they sent and they have never responded.  I want this service canceled NOW with no fees or penalties and I want a full refund for all I have paid because this service has never been monitored and still isnt and they are still not addressing that.  The equipment has never worked right and 2 months is a slap in the face.  If they will not do the right thing then I am hereby reporting them to the **** ************** DPS, alarm division, ***** Attorney General and consumer protection board.  I am also hiring an attorney and will be filing a lawsuit against them to recover treble damages.  Im not playing this game. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/26/2023

  We have attempted to follow up with this customer again but were unfortunately unable to reach her after attempting twice. We have sent an e-mail as well advising of our attempts to reach out.
  
  Per reviewal & based on customers rebuttal, we can offer to apply an additional 2 monthly credits. This would amount to a total of 4 monthly credits applied to the account.

• Initial Complaint

  Date:07/31/2023

  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.

  This issue was supposedly resolved by the BBB and ADT approximately a year and a half ago, on this web site.... I recently received a letter from a collection agency that they are still trying to collect.(with nothing owed).....In October of 2013 I had a security system installed in an auto parts store in **** ********. Never missed a payment, never late. The auto parts store closed in April 2015. With the building still full of auto parts I kept the security system operating until January 2022 (9 years later)when the building and contents were sold. I contacted ADT and told them the building was being sold and to turn off (cancel) the security system I paid the final bill and thought we were through. I continued to receive monthly invoices and repeatedly called ADT about this. Talked to SEVERAL different people with ADT and was told "It has to go through a billing cycle" I guess its still in the cycle. I reported this to the BBB and within a few days this issue was supposedly resolved and dropped though this web site with an ADT Supervisor. I applauded ADT for the quick, correct decision. After all, I was a paying loyal customer for almost a decade. If I owed ********************** a million dollars, I would pay it. If I owed $.35, I would pay it. I do not owe them anything. Again, this WAS resolved by ADT at their own admission.

  Customer Answer

  Date: 08/21/2023

  Still no word from ADT.  Thought I should have put the account number in the original claim.  Maybe why ADT hasn't replied......probably not......Account number *********.  Still being harassed by a collection agency, still not going to pay what is not owed.  Why would I pay again on an issue that was settled a year and a half ago.....

  Customer Answer

  Date: 08/21/2023

  Still no word from ADT.  Thought I should have put the account number in the original claim.  Maybe why ADT hasn't replied......probably not......Account number *********.  Still being harassed by a collection agency, still not going to pay what is not owed.  Why would I pay again on an issue that was settled a year and a half ago.....

  

  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.

  As a gesture of goodwill, ADT has requested the balance be retracted from outside collections. 

  Customer Answer

  Date: 09/20/2023

   
  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, as long as it does not come up again in another year and a half.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/31/2023

  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 installed in ************************** Church, ***************************************************************, in March as a result of breaking in and vandalism. July 4, 2023, got a call the alarm was going off. I went to church, glass breakage alarm going off, no glass breakage. While at the church, alarm goes off again. Called, got someone on the phone and went through process to reset. This has happened numerous times since then with town and county police being called, even at 3:30 in the morning. It is like the little boy who cried wolf. The system has been reset, rebooted, and finally a new battery installed. That just showed up and I had checked it the day before. The system has been bypassed because of the alarm; however, the people that entered the church broke out a window in the basement. If this has to be bypassed, the system isnt any good to us.I have called and called. Today, July 31, 2023, I thought I was supposed to have a tech show up instead it was a virtual appointment. (I called last Tuesday, July 25, when battery was installed and it still didnt work. That is how long I have had to wait, with the system being bypassed to get help.) I dont have a smart phone and yesterday (July 30, 2023) the trustees (I am chairman) decided if it cant be fixed, take it out. The minister even asked if we really need it. I am told for a tech to show up it will cost $59. $59 for a system that was installed in March and we started having trouble in July? I dont think so.I asked that it be taken out. Call transferred, wait time to exceed 10 minutes. Waited, nothing. Called ***********, told wait time about 30 minutes. Called the original number I called to get ADT installed, **************, left message. (Second time I have called. First to say if they dont fix it, we want it taken out. Today, take it out. Left message. First time with phone number, second time without. They have contact information.)I am NOT happy and I recommended ADT because I have had it 13 years.

  Customer Answer

  Date: 08/01/2023

  ********************* from ADT replaced to bad sensor this afternoon. He went through everything that I had done and the same thing kept happening to him. He called his boss, told him what was wrong, and replaced the sensor. He tested it several times and everything was working fine when he left.

  I hope we dont get a bill. We better not get a bill.

  thank you for your help in this matter.

  

  Business Response

  Date: 09/21/2023

  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 replaced the faulty glassbreak detector at the location.

• Initial Complaint

  Date:07/31/2023

  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.

  Transaction Date: 07/31/2023 Service Dates: 08/01/2023-08/31/2023 Amount Owed/to be refunded: $40.81 Account # ********* On Friday, 07/28/2023, I called ADT to cancel my services effective the same day. I told the ADT customer representative that I no longer need services at the service location. The customer representative confirmed that I was not under a contract, therefore, there were no penalties. I was also advised that my next bill would be prorated and that my bill should be approximately $27. I understood this to be that I would be charged for services rendered until the day the account was closed on 07/28/2023.On Monday, 07/31/2023, I received an invoice from ADT for $40.81 for services for next month, from 08/01/2023 - 08/31/2023. I called ADT twice to inquire why I was billed for services that ADT will not provide. Both ADT representatives told me that the charge was VALID, and that is the way ADT conducts service. The representatives told me that ADT will charge up to 30 days in advance after an account is closed even though they will not be providing services. This is not a "cancellation" fee; it is services rendered from 08/01/2023 - 08/31/2023. In my opinion, a business should not be allowed to charge for services not rendered. The issue was not resolved. This is an unethical business practice that should not be allowed. I am requesting my bill to be adjusted until the end of the billing cycle for 07/31/2023. Customers should not be required to pay for services that are not provided, especially since I am no longer under a contract.

  

  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 confirmed that the account is closed, in accordance with our 30 Day Cancel policy.

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ADT Security system with monitoring failed. I contacted ADT Tech Support on 12/9/22. They determined several CO2 detectors had expired and needed replacement. Given the cost and system age I decided to disconnect and cancel monitoring service. The same day I tried to contact the cancelation department and was told the hold time was 75 minutes. I tried a second time and was told the hold was 45 minutes. I work and could not spend that time on hold. The automated phone system said I could visit ADT.com for many of my needs, but I couldnt find a Cancel option. I began an on-line chat session. The rep chatted that I needed to call the same number I already tried. I asked for an address to submit my cancelation request in writing which she provided. I wrote on 12/9/22 and believed the service would be canceled. I also disconnected system power and removed its battery to stop its beeping. Over three months later on 3/17/23, ADT called saying my system was not responding to their tests. I said the equipment was disconnected and service was canceled on 12/9/22. He said it showed as active and I needed to call Billing. I did so and followed up with ****************** on 3/20/23. That rep said she processed the Cancelation and would try to use the original 12/9/22. Since then, Ive received ADT statements showing I owe for services from January 2023 through April. Ive spoken to ADT at least six times and wrote them several times. Each person I contacted said I needed to call someone else. ADT recently turned the $186.56 balance they show due over to collections.I canceled ADT services in writing on 12/9/22 at the address their rep provided. ADT argues their system does not show the 12/9/22 cancelation and that I owe for services until the 2nd cancelation request on 3/20/23. Its not possible they monitored the system from 12/10/22 to 3/20/23 because it was completely disconnected. Im asking ADT to remove the charges for service after 12/9/22 when I canceled.

  

  Business Response

  Date: 08/30/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has waived the remaining balance, as a gesture of goodwill.

• Initial Complaint

  Date:07/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered an agreement with ADT Security Services August 12, 2019 to provide monitored security for my home. The contract was for 3 years, and then would be on a month to month basis. I called to cancel our service with ADT on 6/23/2023, after almost 4 years with the company. After a long phone call trying to retain me as a customer, I was informed that I would be required to pay for an additional 30 days. There is nothing in our contract about a 30 day notice. I objected. I deleted my credit card from the account. I called again and protested; the ADT agent assured me that my credit card number would be deleted. Despite all that, ADT posted a charge for $40.21 on my credit card AND sent me a bill in the mail for the same amount.Monthly charge for ADT has been $57.44. The $40.21 is a partial month's charge for July 1 - 22. My account number is *********. The Cancellation number with ADT is 05977721.I had already ordered a replacement system from a competitor when we called to cancel. The ADT system was disassembled within 24 hours of the cancellation call, and in no way was ADT able to provide any monitoring service for our home after that. Thus, in the absence of any service provided and any contractural provision for a 30 day cancellation notice, charging my card is fraudulent in my opinion. I made it very clear to ADT on the phone that they were not authorized to use my credit card account any further. The picture uploaded is of disassembled ADT sensors and control panel.

  

  Business Response

  Date: 08/30/2023

  The customer's contract has the following term & condition:

   

  1. PAYMENTS; TERM; CONSUMER REPORT. All charges are payable in advance. The initial term of this Contract is three (3) years. Dealers alarm monitoring and notification services
  will begin when the equipment is installed, operational and communicating with Dealers *************************** This Contract will automatically renew for successive thirty (30)-
  day terms unless terminated by either party at least thirty (30) days before the end of the current term.

  Customer Answer

  Date: 09/08/2023

  There is nothing in my written contract about giving 30 days notice to terminate the contract.  This is an attempt to squeeze any additional monies from a compliant customer who has already met the 3 year contract obligation.  ADT can fabricate any position they wish after the fact, but I have a copy of the signed contract.  Show the signed contract they have on file!!!!!  And look at the photo I sent of their disassembled sensors.  How could they have provided any service whatsoever?  There was no monitoring possible.  Do they claim to have provided any monitoring over the last 30 days??  Any benefit for the charge they claim is theirs?  Shame on ADT.  Shame!

  Really!  What do they think they can gain from extorting an additional partial month's fees at the risk of more negative publicity with the public?  If they are that *****, so be it.  I plan to do what I can to expose their fraudulent business practices.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20397511
  
  I am rejecting this response because:  There is nothing in my written contract about giving 30 days notice to terminate the contract.  This is an attempt to squeeze any additional monies from a compliant customer who has already met the 3 year contract obligation.  ADT can fabricate any position they wish after the fact, but I have a copy of the signed contract.  Show the signed contract they have on file!!!!!  And look at the photo I sent of their disassembled sensors.  How could they have provided any service whatsoever?  There was no monitoring possible.  Do they claim to have provided any monitoring over the last 30 days??  Any benefit for the charge they claim is theirs?  Shame on ADT.  Shame!
  Really!  What do they think they can gain from extorting an additional partial month's fees at the risk of more negative publicity with the public?  If they are that *****, so be it.  I plan to do what I can to expose their fraudulent business practices. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/13/2023

  ADT stands by its decision & considers this case closed.

  Our previous response detailed the exact term of the contract. 

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up with ADT in January on the agreement that we cannot use electricity on Saturday and therefore we need an alarm system that doesnt activate when we open or close doors or windows . They told us that the sensors make no signal and would be compatible with our requirements and we went ahead . After several weeks we realised that the sensors WERE being activated and sending out messages to our phone every time we opened the doors or windows of the house . ADT then tried to fix the problem by disconnecting the sensors . Despite doing this the sensors still were activated and turned on lights every time we opened or closed the door . So now we were paying for a useless alarm system with disconnected sensors that still activated when we opened any door or window . We tried to cancel the service multiple times within the first 6 months under the money back guarantee and fulfilled all conditions including that ADT were to come out three times to try and resolve the issue. ADT came out and told us they could not resolve our issue and we could cancel the service . Despite them coming out three times and it being within the 6 month money back guarantee period they continually lied and said they had cancelled the service and keep on charging us .

  

  Business Response

  Date: 08/27/2023

  
  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 customer does not qualify for the 6 Month Clause. The system works as designed.