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, Inc.

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

  
• 

  ADT Security Services, Inc.

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

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  ADT Security Services

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

  

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:07/30/2023

  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.

  I have had ******* come out and made multiple calls regarding my doorbell camera. It has not recorded any videos since June ********************************************** March 2023. I have an injunction against someone and it did not pick up that video of the coming here either. I spoke to ******* and advised my frustration and still no resolution.Im requesting at least $167 in refund for the almost 3 months of no coverage on the doorbell. The attached shows the last video produced.

  

  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 replaced the camera. We have noted that the customer's internet speed is really slow; which will affect the camera's functionality. 

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20397231
  
  I am rejecting this response because: this internet has NOT changed since duration of service. Camera has not recorded anything since June. It is still not recording. They stated theres no memory now it internet speed. I showed the tech 14 clips saved only. The back camera is still not working. They replaced the doorbell camera in June. They came and replaced the battery in August.  Again, they can pay out the equipment balance thats not working. I would like my monitoring fee refunded for this last quarter.  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/05/2023

  Internet speed

  

  Business Response

  Date: 10/10/2023

  ADT returned to replace the transformer & motion battery.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20397231
  
  I am rejecting this response because:
  It took 5 techs and the system was unmonitored for 3 months with no cameras working. Im paying on equipment that didnt work. The *********, on 9/27 who actually did something changed transmitter thats been bad the whole time. I was told my internet was the issue that has not changed and left unmonitored. The attached show each time they left with all of those items not working. 
  Sincerely,
  
  ***************************

• 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.

  Our cameras stopped working two weeks ago. One camera permanently stopped working and we called three times and were told three different reasons why the camera was not working. I called two days ago to cancel the service and I was informed that my cameras were under warranty and they will schedule another virtual service call and order new cameras for us. Service call happened today and again, we were told another new story as to why the cameras were not working. I asked to cancel as they refused to replace our non-functioning cameras, I was told to call customer service and they will cancel. I called customer service today, twice and was told they are not going to cancel our service. This is truly criminal as we are not in a contract with them.

  

  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 customer's account is closed. 

• Initial Complaint

  Date:07/30/2023

  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.

  Terrible customer service -no help setting up my ********************** systemI all of my money back!!!!! They simply lie on their notes, take your money and never in 15 days set up my security system. NEVER DO BUSINESS WITH THEM EVER!nn

  

  Business Response

  Date: 09/05/2023

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

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20396821
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/06/2023

  Terrible customer service agents.!!!!

• Initial Complaint

  Date:07/30/2023

  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.

  ADT took $657.00 out of my bank account unauthorized and will not refund the payment. And is constantly taking more money out of my bank account. No one can offer assistance, no one to speak to and management does not respond. No one has correct information for assistance and no one responds. Im very displeased! Very upset!

  

  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.

  ADT has processed a refund of the credit balance back tot be MasterCard on file.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20396686
  
  I am rejecting this response because:
  This is not true! I have not received a refund to my master card! The amount is still deducted from my account! I'm greatly upset!
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/28/2023

  We consider this case closed.

  The customer was refunded & it has not been returned to ADT.

• Initial Complaint

  Date:07/29/2023

  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 been charged for monitoring services for 11 months where I did not receive this service. My landline got disconnected since September 2022 and this was the only form of communication if an emergency occurred. Yet I was being charged all this time. I called the ** number and was transferred to all the departments there and finally got a person to speak with me. They said there are no supervisors to call in the morning. So I did and the same transferring took place. Then somebody spoke to me and hung up! I spent a total of 4 hours per day hanging on the phone listening to stupid music and being transferred here and there! I just want my refund for the 11 months of services I did not receive!!!

  

  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.

  ADT processed a refund of $425.61.

• Initial Complaint

  Date:07/29/2023

  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.

  ADT Services were great in beginning but this last year they have not delivered on tech issues or repair issues which were never a problem in beginning. I have been without certain security issues for weeks and days at a time. Each time we get another lame excuse to why the problem happened and only a week by week fix. Therefore we need a return of monthly premiums we paid for and/or our contract with ADT made null and void. Again today another camera issues where i pay for monthly but get no protection in regard to these cameras .ADT needs to reimburse us back for the days where our security protection was limited by there lack of services which were not caused by us. We have tried to work through these concerns but it's never ending and we feel ADT is constantly being paid for services they have not delivered on. Thank You

  

  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 has been advised that they must change their internet provider, in order for the cameras to effectively work as designed. 

  The customer's cameras are $11.42 of their monthly service charge. We have issued a 2 month monitoring credit of $133.58.

  Customer Answer

  Date: 08/28/2023

  I do except the business resolution at this time.

  Customer Answer

  Date: 08/30/2023

   
  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.  I do except the business resolution at this time.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/29/2023

  Type:Billing 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.

  Called buisness to cancel service on June 15th, waited on phone got transferred around before someone finally handled the cancel, they said the service would be cancelled in july 15th (one month later), the bills are prorated so that would also be the end of the current three month cycle. Then in July got a notice for the payment due on the 27th for the next quarter, i called again on July 7th, put on hold and transferred around, the person said they saw a note of my first call and that they would ensure the account would be cancelled then put me on hold/transferred me to someone else to which i did not want to wait. I then had them remove my credit card from the auto payment system. Come July 27th they charged my credit card for $135 for a service that is by all accounts cancelled.

  

  Business Response

  Date: 09/05/2023

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

  ADT has confirmed that the account is cancelled & we have waived the balance. 

  Customer Answer

  Date: 09/05/2023

   
  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:07/29/2023

  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.

  At the beginning of July, we replaced our existing z wave thermostat with another thermostat (that does not connect to our alarm system, like the z wave did).I contacted first alarm.com on the week of July 17 asking them to please remove my z wave thermostat from my alarm.com account along with also removing it from my alarm panel (in the house). Alarm.com told me to contact ADT. I contacted ADT on July 26th, asking them to do the same thing. I received a response telling me that I would have to contact them via phone (not via e-mail). On July 28th, I spoke to a rep on the phone and told me that she would take care of it for me. She even indicated that she would check and make sure it was done correctly before she left her shift for the evening. I checked later in that evening and it was still showing up on my alarm.com account. I then email a response to ADT/protection one telling them it was still showing up on my panel. I received a response on 7/29 that it had been removed but please give it about 20 min to show that it had been removed. I waited 4 hours, logged on to my alarm.com account and it is still showing up. It is also still showing up on the alarm panel in the house. I don't understand why this is so difficult to resolve.

  

  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 scheduled service to assist with thermostat removal.

• Initial Complaint

  Date:07/29/2023

  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.

  Blue is HORRENDOUS. I called to cancel my account because I bought a house and no longer needed it and the agent verbally confirmed that my account was in fact cancelled on May 5th (she said there was not an email that gets sent). Then, on May 28th I received a charge for ADT Blue. I called the company and was on hold for 2 hours then chose the call me back option I then NEVER received a return call. I also EMAILED them on May 28th (I originally thought I cancelled May 8th, but I later figured out I cancelled May 5th) with a response to call them. I called them again, same thing!!! No return call when I join the hold line. I reported the charges as fraudulent and blocked the company from the card but now I am being threatened with backlog payments because they bounce. I once again have tried to contact **** to TELL THEM I CANCELLED ON MAY 5TH SO ERASE ALL THESE FRAUDULENT CHARGES. I once again have received NO RESPONSE. This company is a disgrace and it is honestly embarrassing that they carry the name ADT as this is a blemish for that company. Blue by ADT exhibits dishonest and scam behavior. I am disgusted.

  

  Business Response

  Date: 09/28/2023

  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.
  

  Blue has confirmed that the customer has established an ********************** Pro account effective 05/05/2023.

  We will be removing the past due & early termination fees associated with the Blue account. 

• Initial Complaint

  Date:07/29/2023

  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.

  Our CCTV *** began making a loud alarm, not sure what it was I contacted ADT customer service on 7/23/23. After about an hour and a half trying to troubleshoot, I was told a technician needed to come out but couldnt come come until Friday, 7/28/23. The technician came out looked at the *** and determined the hard drive was fried but could not say what caused it because the *** is not located in an area that would cause any damage to the device. The ***, cameras and service were purchased in May 2021. The technician advised my wife who was home when he came that we would be contacted by Sales the same day to purchase a new *** because its not under warranty. After waiting all day on 7/28/23 we decided to call ADT at 7:00 PM EST because we hadnt received a call from anyone. After being on the phone for over 2.5 hours, a Sales person was scheduled to come out on 7/29/23. The Sales person who was very nice and helpful didnt understand why he was sent if the system is only 2 years old and is under warranty. However, being in Sales he provided us a quote and said a new ***/hard drive would cost us $1,700. We are still paying off the damaged system, paying the monthly ADT service fee and are now without the service we contracted with ADT for originally. The customer service is horrendous and transfers us from person to person without resolve and will not address our concerns and does not listen to what we are trying to say. I am paying for a damaged device, the monthly ********************** fee and the cameras and dont have the function I want, which is the 24/7 recording. I either want a new *** at no cost or I want to be resolved on my contract with ADT. I have yet to speak with anyone who can make decisions or provide assistance. This needs to be resolved ASAP.

  

  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 ordered a replacement NVR to replace the current defective one. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20394289
  
  I am rejecting this response because:

  8/10/23: a technician was supposed to come and replace CCTV.    Received a call in the morning of 8/10/23 saying the replacement was not in.  I advised ADT I took off work to be available and I would be traveling out of the country, returning on 8/23/23.

  Upon returning, my wife and I called several times and were finally able to get a hold of someone in ****************** named, ****** on 9/5/23- total time of the call, which was mostly on hold was 1h31m.  My wife asked why nobody from ADT has contacted us to reschedule and that we are now almost two months without working equipment.  Were paying for broken equipment and the ADT monthly fee.  My wife asked if our contract can be terminated and ADT can come collect the cameras and broken CCTV DVR.   ****** advised she can give us a credit for the month, which she did.  ****** advised someone from the local office would contact us within ***** hours.  My wife called and spoke to ****** on 9/5/23.   We have not received a call from anyone.  Every time we call were on the phone for a minimum of one hour - we both work full time jobs and have children.   This is completely unacceptable.   We have spent many hours on the phone trying to get this resolved and want our contract cancelled.   At this point, were paying for broken equipment and a service fee for equipment that is not working.   ADT can come and collect the equipment and cameras.  I am honestly not sure how they keep customers.  

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

  

  Business Response

  Date: 10/10/2023

  We replaced the *** at the location.

  ADT has issued downtime credits, for the inconvenience.