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

  6931 Vista Pkwy N Ste 16 West Palm Beach, FL 33411-2720

  
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  ADT Security Services

  2801 Gateway Dr Pompano Beach, FL 33069-4324

  
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  ADT Security Services

  125 Av. Eleonor Roosevelt San Juan, PR 00918-3106

  
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  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  

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:07/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I uploaded explanation as a word doc below....

  

  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.

  The customer has been advised that reinstatement is required, in order to reactivate the finance plan. The customer's account was cancelled due to non-payment of services & there is only one service call completed; therefore, they are ineligible for release from contract.

  Customer Answer

  Date: 09/12/2023

  This is not acceptable.  I am not wanting anything free nor am I wanting to particularly get out of any contracts.  I want them to make this right!  Their service isnt working properly IT NEVER HAS!  Their equipment FAILS and their customer service reps have continually lied to myself and my spouse about what they plan to do to fix the multitude of issues.   Its criminal for them to reinstate service after promising to wipe the prior bill clean from services that were not being provided adequately, then when I pay the new bill, turn it off because I didnt pay the old that they promised would be deleted. What amI suppose to do, get an attorney involved?  I have equipment all over my home just sitting and not monitoring!

  Customer Answer

  Date: 09/12/2023

  This is not acceptable.  I am not wanting anything free nor am I wanting to particularly get out of any contracts.  I want them to make this right!  Their service isnt working properly IT NEVER HAS!  Their equipment FAILS and their customer service reps have continually lied to myself and my spouse about what they plan to do to fix the multitude of issues.   Its criminal for them to reinstate service after promising to wipe the prior bill clean from services that were not being provided adequately, then when I pay the new bill, turn it off because I didnt pay the old that they promised would be deleted. What amI suppose to do, get an attorney involved?  I have equipment all over my home just sitting and not monitoring!

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20384649
  
  This is not acceptable.  I am not wanting anything free nor am I wanting to particularly get out of any contracts.  I want them to make this right!  Their service isnt working properly IT NEVER HAS!  Their equipment FAILS and their customer service reps have continually lied to myself and my spouse about what they plan to do to fix the multitude of issues.   Its criminal for them to reinstate service after promising to wipe the prior bill clean from services that were not being provided adequately, then when I pay the new bill, turn it off because I didnt pay the old that they promised would be deleted. What amI suppose to do, get an attorney involved?  I have equipment all over my home just sitting and not monitoring!

  
  Sincerely,
  
  ******* And *************************

  

  Business Response

  Date: 10/19/2023

  ADT stands by its decision & considers this case closed. 

  In order to schedule service, the customer must pay their past due balance & request reinstatement. 

  The customer owes equipment charges for job #*********.

• Initial Complaint

  Date:07/27/2023

  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 main alarm display stopped working. I made a request for a service call. The technician came out and told me that he could not fix it and that it would cost me 3K to replace it and the system contacts. I called ADT back, told them that I did not agree with having to replace the entire system for just a keypad. The scheduled a new appointment, which was cancelled and rescheduled by ADT. The technician arrived again stated the same thing. He told me to call the loyalty department. I did that. I was told that the technician was wrong and they would send someone else out. I waited again, at the end of the appointment window, ADT called and said that they would not be able to come out and rescheduled again, the next technician arrived and stated again that I would have to buy a new system because the old keyboard has to have power in order to connect with the sensors to deprogram. Since that's not possible, I would have to replace everything. I called account management and requested to cancel my contract. I was told that I could not do that without paying ******* which I cannot afford. So, I have one of two options. Pay monthly for a system that is not working for the next 4 years or pay $580.00 for keypad and extend my contract for 1 year. I agreed in order to get the system running. The technician shows up, and says oh, I'm sorry, they failed to add your smoke detectors. It will be an additional $350.00. So, now I am at over 1K for a system equipment failure which by the way, i have the maintenance agreement. ADT has given me the run around and the old bait and switch. **************** is also non existent. In total, I exhausted my vacation, took a day without pay, not to mention over 5 hours on the phone with customer service. To resolve, I want out of my contract now without penalty, or I want a refund for the $1008.00 in equipment charges since I have the maintenance plan, and I want my contract reduced to the original term and not extended 12 months!

  

  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 provided the customer a discount to upgrade the system. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20384396
  
  I am rejecting this response because: I should not have had to pay anything for your faulty equipment especially when I have a maintenance plan. You I also should not have had to waste a week of vacation for your no shows, canceled appointments after your arrival times past.  While the small discount was appreciated, ADT should have replaced the panel and sensors s at not code.

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

  

  Business Response

  Date: 09/26/2023

  ADT stands by its decision.

  We do not cover the costs of system upgrades. 

• Initial Complaint

  Date:07/27/2023

  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 was charged for items I did not order returned item I have been calling constantly trying to resolve the issue I am being transferred to different departments with no help now I am told someone will call me in 72 hours I have been trying to resolve this issue for a month I would *** liked to be credited for taxes that was included with the items charged

  

  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 processed credits & a refund.

• Initial Complaint

  Date:07/27/2023

  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 have been with ADT Alarm System for 8 years. My contract with them is for $54.99 a month and being charged automatically to my credit card which I have on automatic payments. I reviewed my credit card and noticed ADT is NOW charging me over $65 a month. I have never received a monthly statement from them and I NEVER received a noticed being advised my rate would increase.I called today and was told "oh we can lower it back to what it was before." I was in shock. I asked them what the procedure is to notify their customers of an increase. The agent said, you'll see it on your bill as an increase, we don't sent out notices for changes in the rate. This is robbery as I had a contract. There was no offer to give me any of my overpayments back and I want my overpayments refunded to me. My service as remained the same for 8 years. The same old system and nothing new or offered to me for this increase. I've attache my statements showing proof of the prior payments and increase. Desired resolution:ADT to pay me back all of my over payments since they increase my bills from ANYTHING over $54.ADT to implement a notification process of rate increased. That is BASIC *****************

  

  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.

  The customer's contract stipulates that rate increases will incur. 

  We have lowered the rate by $6.36.

• Initial Complaint

  Date:07/27/2023

  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.

  We have spoken to numerous customer service representatives who assure us matters have been properly resolved only to find this to be untrue. We recently moved and, according to ADT, we were scammed in to a new account through their authorized dealer- Safe Haven. Rather than safe haven advising us to initiate a service transfer through ADT, they began a new account for us. This caused us to be charged for monitoring at both our previous location and our new one ( by ADT, NOT safe haven). We tried to resolve the issue and we were told it had been taken care of multiple times only to have double charges continue. After many more hours and phone calls we were assured that we would only be charged for monitoring at one house and the equipment installments for previous home would continue to come out on our auto pay at $22.07/month. On a day that was not our normal billing day after (our monthly bill had already been paid)-we received an auto draft from our bank account for $463+ dollars to pay off equipment. It was not listed on our monthly bill, we received no notification that this was happening on a non-bill cycle day nothing. When we called, the rep said that this happened because we were not enrolled in auto pay so it took it out as a lump sumHow did you have my bank account information if it wasnt stored in the system for auto pay? I can see my pay history and have had the account on auto pay through my account and routing number for over 3 years now. We were assured that despite safe haven starting us as a new account, they could see we were still a customer and could see what had happened so we would not be charged any additional fees for terminating the contract since we were clearly still customers paying for monthly monitoring through ADT and there was no lapse in our services at all. Our billing for next month now shows over $1k due for early termination despite everything we have been told. ADT accuses customer of lying and will not deliver on word.

  

  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.

  ADT has waived the contract termination charges associated with their previous account. However, they owe the balance of equipment in full & the finance plan cannot be reinstated, as the customer relocated with an authorized dealer & not ADT directly. 

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long time ADT customer but had taken a break from them. I started service again December 2022. June 26, 2023, I called to tell them I was moving and to move my service to the new home. The sales rep I spoke to, said that I couldnt move my equipment but had to start with new equipment. I asked how much that would cost and was told nothing because I had a large amount of relocation credits. I confirmed this 3 times. Between this day and July 19, I spoke to them several more times. On July 19, I called them about moving my smart lock. The lady told me to take that and the glass breaks. We discussed payment options and the cost of $710 was to be broken into 3 monthly payments. On July 25, the technician showed up. It took him over 5 hours to install 2 outdoor cameras, a doorbell, smart lock and 3 door sensors. He accidentally charged me the entire $710 instead of 1/3. I was then charged $2074 for the equipment for the old house even though I was told I wouldnt be. I tried to speak to a manager who did call me back. He was unable to find any phone calls. Then he was to do more research and call me before 5:00 pm on 7/26. He didnt call. I called ADT. A manager was then to call me again but didnt. And to top it off, they billed me for an additional $4367 for the old equipment (already paid for) and termination of contract even though the contract was transferred, not terminated. No manager will cal back and correct the problem. They acknowledge the error but refuse to correct it. I want the $2074 refunded as I was told there was no charge and the contract transferred so that I pay my monthly monitoring fee since all new equipment is paid in full. I cannot even receive a return call from them. All they want is my money.

  

  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.

  Apology extended to ************************, we then reviewed ADT business practices related to Flex-fi plan, and discussed options to assist when moving locations. ************************ decided to keep remaining balance billed to account, and remove auto pay.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20382218
  
  I am rejecting this response because: I spoke to several representatives from ADT and was told even after questioning that because I had multiple relocation credits, there would be no charge for the original equipment.  The first call was for 25 minutes on 6/26 starting at 3:26 PM. I was also told that I could take my glass breaks but they cannot reuse them. The install technician did not correctly install my doorbell camera so I had to have another technician come on a service call.

  I receive flyers in the mail for $800 worth of free equipment and free install but yet ADT wont give me 2 free glass breaks with free install since I was given false information.

  I so feel my $2074 for equipment should be returned given the fact that their employee told me it wouldnt be charged. However, returning it and making me pay monthly doesnt change anything. 
  

  I have been told a manager would return my call and several times, no one called. The one time a manager did call, it was 48 hours later. 
  

  Horrible service all the way around. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/16/2023

  **************************** complaint was addressed by ADT's **************** on 07/27 & 07/28. 

  We stand by our decision. 

• Initial Complaint

  Date:07/26/2023

  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 ADT security services for many years I started out with a wired system and a few years ago they talked me into Going wireless. Ever since we've had all kinds of different problems with the system when we call ADT we end up speaking with people having us run around the house closing doors checking the panel telling them what it says and so on and so on literally for hours. They called me a few days ago to tell me that they weren't getting a signal I spent hours on the phone and they couldn't fix it, they said they would have a technician call me back which never happened. I called today July 26, 2023 and spoke with some lady that I couldn't understand what she was saying because she didn't speak clear English I spent an hour on the phone with her and she couldn't fix the problem. So then I called another number for ADT and talked to someone for over an hour and they couldn't fix the problem but they would not give me an appointment for someone to come out and check the system. So far today I spoke into 6 people from ADT and not one of them could fix the problem over the phone but everyone flatly refused to send somebody out. 4 of them told me they already had somebody coming Out to the house and then they corrected themselves saying no I'm sorry it's a phone call you're gonna get tomorrow. No matter how many people I spoke to they all just kept sending me to somebody else that didn't know what they were doing and somebody else I didn't know what they were doing and they're still refusing to come out and check the system. I feel like I'm paying for service and I'm not getting any service I'm just getting the run around. I bought a good contract so I don't have to pay for service calls and they still refused to send anybody out. By the end of the day I was so frustrated I finally just hung up the phone because it was obvious nobody was going to help me with anything. I'm sure if I didn't pay my bill i'd be hearing from him right away though.

  

  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.

• Initial Complaint

  Date:07/26/2023

  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 purchased security cameras equipment and discovered when attempting to download the ADT+ app that my device was not compatible with their equipment. I contacted ADT and two of their techs attempted to assist with unsuccessful results. I was sent a return mailing via email and took it with the equipment to ***** shipping store. I confirmed delivery of the equipment and ADT claim that they refunded my credit card account, however, I have never received the refund and it has been appproximately 3 weeks. They have their equipment, I want my refund.

  

  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.

• Initial Complaint

  Date:07/26/2023

  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 was asked to report to the police department my stolen camera door **** and file a report. Now that I have done so, ADT is seeking additional money by way of a new contract for terms that I have not entered into. If I do not sign the agreement, they will not install the replacement.

  

  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 replaced the stolen doorbell at no cost.

• Initial Complaint

  Date:07/26/2023

  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.

  For anyone that is interested. I would advise running the other way from ADT. We have been with them since 2015 with no issues until we moved from one house to another. They screwed up the move and we ended up getting billed for three accounts (the old house now sold, the new house, and an ADT blue account). I have been trying to close the two erroneous accounts for nearly a year now with no success. They promise it is closed, and the next month I receive another bill. The total outstanding for the two accounts that should not exist is now over ******** and rises every month. I never received any services for these charges. I cant get anyone on the phone, text, or email to help me. They either hang up or leave me on hold for over an hour! I have had to stop payment on my current account (which is fully paid at this time) to attempt to get their attention. I am now having to get a law firm involved.

  

  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.